ELLICOTT CITY, MARYLAND -- Sleepy's has the worst customer service ever. Every time I call customer service each one of them had different answers. I bought a Tempur-Pedic bed from Sleepy's in Ellicott City and I wanted to return it because my body didn't like it. I went to the store in Hanover because that's where I moved. They said "you cannot do a return, you have to exchange it." Then I called customer service they said the same exact thing. No returns. I went back to the Ellicott City store they said the same thing.
So I did an exchange with another mattress which was delivered defective. The delivery guys said "sleep on it the bumps will go away." Well it didn't. I called customer service, the 30-day exchange period was just over so I had to do an inspection and was qualified for an exchange. The customer service representative said "go to the store and pick any bed you like." I go back to the Hanover store they said I have to pick a bed with equal or lesser value.
So I call customer service once again. They said "well you had an option to exchange or RETURN the Tempur-Pedic but you chose to exchange". WHAT!!!! I had a chance to return when 2 of their stores plus customer service said "no returns on Tempur-Pedic". I go back to the sales guy in Ellicott City. He still says "we don't do returns and we work separately from customer service".
How does that even make sense? They should have the same policies. SO they are bunch of liars. Stay away from them and save your money and time. I have a lot more but want to keep this short. I talked to the manager - she just says sorry. Well sorry doesn't give me my money back!!! I told her about this bad review - she didn't even care. I will take this to my lawyer as well.
BAYSIDE, NEW YORK -- On Labor Day 2015, I went to Sleepy's in Bayside NY store to purchase a mattress on sale. I had a list with me of the mattress I wanted to check. As soon as I walked in the salesman grab my list and started to show me a $3,000 mattress. I told him I am not looking to spend that much money and that I was looking to buy one from my list between $600 & $800. Reluctantly he showed me few of the ones on my list but I didn't like the support. He showed me one that had a good support so I decided to buy that one.
The salesman told me it was a $1,800 regular price and last week was on sale for $950 and today is only $749. I liked the firmness of the mattress so I purchased it for delivery next day. Next day something told me to check the price online because I didn't like the way the salesman rushed me in the store. I entered the model number and the sale price on the mattress was only $649 not the $749 that the salesman charged me.
I call the store immediately and I was switch to the main office. The put me on hold for long time and finally I was told that the salesman made a mistake and they will refund the $100 to my credit card. It took about 2 weeks to get my refund after many phone calls to Sleepy's. The salesman in that store definitely didn't make a mistake. He deliberately overcharged me so he can get a bigger commission and that is called RIP-OFF!!!! Stay away from Sleepy's Rip-off artists!!!
NEW YORK -- I purchased a twin mattress on 2/14 and cancelled the order the next day. Despite cancelling the order, it took Sleepy's 11 days to issue a refund, which still has not been posted to my credit card. Apparently, even though Sleepy's told me the order was cancelled, it really was not because only a district manager can do that. Customer service had to contact the district manager no less than 4 times before action was taken.
Customer service instructed me to call the store manager myself who, I am told, finally reached the district manager. I called customer service no less than 6 times by phone and twice by email to get a refund. Customer service told me that it took so long because the district manager is "busy". I will never shop there again.
NEW YORK -- I bought a Tempur-Pedic mattress from Sleepy's. I specifically asked if the mattress gave off a smell. The salesman told me that it did absolutely no such thing. At the time of the order, the salesman told me that I could get a refund if I was not pleased, no questions asked. I placed my order and the mattress was delivered. I slept on the mattress the first night. I got up the next morning very dizzy. I stopped myself from falling by sitting on the floor.
Then I noticed a rash on my face. The mattress smells so bad that I have had the windows open in my house for 6 days, and I cannot get rid of the smell. My entire house such a smell that I have been sleeping at a friend's house. I finally called Sleepy's and they said that they can only replace the mattress, and will not refund. Needless to say, I do not want to do business with this company and I'll probably have to bring about a lawsuit.
HOBOKEN, NEW JERSEY -- I made the mistake of going to Sleepy's five years ago to get a bed and box spring. I live in Hoboken and the store was close to me. I was told I didn't need a frame. Over the next two years the bed slowly got worse and worse so I added a topping from Macy's and it improved. But after five years the bed totally fell apart to the point where I had to buy a REAL mattress, box spring and frame from a real store called Macy's. It cost me $100 more than the Sleepy's debacle, but it is a million times better.
I should have known I was in trouble when I went to Sleepy's in casual clothes and asked for the $800 set and was told "Oh, you want the cheap bed? All the cheap beds are downstairs." I will never set foot in this store again. Viva Macy's.
SICKLERVILLE, NEW JERSEY -- Who knew that buying a mattress was comparable to buying a used car? Approximately two weeks ago, on a whim, my significant other and I decided to stop by a Sleepy's TO GET AN IDEA of what a high quality queen sized mattresses would cost us. As anticipated, we were immediately greeted by an overzealous saleswoman who wanted to know how she could help us. We explained to the woman that we were only poking our heads in for a moment and were the absolute epitome of “just looking” but also as expected, we were bombarded with a whirlwind of pitches, promises and prices.
Instead of being able to walk the store and peruse the different brands and styles freely, we were ushered onto a computerized mattress that evidently knows more about what we're looking for than we do. Well, as it turns out, the mattress “for us” was Sleepy's Sleep to Live 800 Series and just happened to be the most expensive one on the showroom floor. We weren't deterred by the astronomical price of the mattress since it was comparable to lying on a slice of heaven and it included a lifetime warranty.
My other half was ecstatic about how comfortable the bed was and we were fairly certain that, after a couple weeks of shopping around, we would find ourselves back at Sleepys purchasing the last mattress we'd ever buy. At least, that was our intention… After politely listening to the woman's well practiced hard sale pitch over and over again, we tried to wrap things up and leave the store, seeing as our quick pit stop had already turned into an hour long event. She began inquiring about financing and we let her know that we weren't interested in payments or even buying today, that if we made the purchase it would be in a couple weeks and would be done in cash.
At that moment she offered us the 800 Series mattress at the price of the cheaper 600 Series, insinuating that she would give us a special deal if we would act on it now. I began to realize our youth was being mistaken for a lack of common sense. The offer had everything to do with our paying cash and absolutely nothing to do with the time, date or sale extravaganza that was occurring. On her behalf, there is no way she could have known that I've worked in sales for the past 8 years and that she had been insulting my intelligence from the moment our conversation commenced.
To make the story a little shorter, we ended up placing a $100 refundable deposit on the mattress as a way to reserve the “special sale price” we were offered while still allowing us to do the two weeks of shopping around like we originally intended. Honestly, at that point we were thinking $100 was a small price to pay if it meant we could get the hell out of there without hearing another pitch. The next day I began doing some meddling online to see if there were any reviews of Sleepy's and the brand of mattress we reserved.
To my surprise I found pages and pages (on top of pages) of complaints dealing with every aspect of Sleepy's business i.e. poor customer service, defective merchandise, reneging on warranties, shady business practices. Not wanting to jump to conclusions, I began carefully reading the reviews that appeared to be something a little more than just boorish ranting. One reoccurring grievance was about the warranty and how they seem to weasel their way out replacing mattresses that met the criteria for an exchange.
Seeing as our decision was swayed by the mattress's lifetime warranty to begin with, I began to question if we would follow through with the purchase. Throughout the next week I began asking coworkers, friends and family about their mattress's and experiences. Only two people I know had dealt with Sleepy's previously and they both seemed certain that we should return to the store for a refund and focus our search elsewhere. Apparently both purchased posh mattresses that eventually should have been exchanged under warranty but weren't because regular wear and tear, voids the warranty.
Thinking back, the saleswoman told us that any rip, tear or stain would void the warranty and that we had to purchase and frequently replace a $80 cover to go over our already $3600 mattress in order for the warranty to stay valid. Last night my other half and I returned to the store to get our refund. This task, which we dreaded right up to store's doors, turned out to be quite agreeable. The gentlemen offered to show us something else but didn't push when we declined. He attempted to Win us back over with some savvy salesmanship but we stuck to our guns and were in the store for about a total of ten minutes.
He told us our refund would be mailed out on Monday and after painlessly dealing with him, I can honestly say that despite the negative reviews, I wouldn't completely write Sleepy's off. That was until this morning… Around 9:45 this morning I receive a call from a number I recognize only as the same strange number that has been calling me every other day for the past two weeks. My curiosity peaking, I answered the phone and much to my displeasure, it's the saleswoman from Sleepy's calling to find out why we cancelled our order.
Now personally, I don't feel like I have to explain myself to anyone but after the saleswoman implied that we cancelled our order simply because we couldn't afford it and that we should finance or come back to the store to look at cheaper mattresses, I was a little insulted. I explained to her my concerns about the lifetime warranty and she proceeded to tell me that my information was wrong and that I should pay no heed to the hundreds of people who took the time to write reviews, my family or cohorts and base my entire decision on the promises of a fast talking saleswoman who obviously really needed to make a sale.
She also added that she would call back in a week or two to see how our mattress shopping is going. How sweet... is badgering a common sales technique? With that being said, our experience with Sleepy's wasn't dreadful but I feel that may only be because we didn't buy anything. I didn't find the sales staff to be helpful or informative since they only tried to sell us a mattress from Sleepy's line, neglecting to educate us on what other brands and styles had to offer until after we came to cancel our order. Whatever you do, don't give them your phone number or you'll be dodging their calls more than Aunt Edna's.
I wouldn't recommend going there if you are someone is easily influenced by high pressure salesman either, albeit eager salesman will be hard to avoid wherever you shop for a mattress. It seems salesman would rather sell you what's right for them RIGHT NOW, rather than help you make the decision that's right for you and in return gain a customer for life. Just remember folks, it's your money and you work hard for it so part with it on your terms and your terms only.
ST. CHARLES, ILLINOIS -- I was sold a mattress and told that I could return it within a certain time period if I did not like it. Well, I went to return it well within the timeframe because it was giving me health problems. Salesman, Jason, said the he was mistaken in telling me I could return it and there wasn't anything he could do about it. He gave me some people for ME to call try to resolve it myself (busy work). Jason did not tell his manager, Jackie, the truth about what happened. I know this because she told me "It's he said, she said." Jackie did not care if I could not even sleep on the mattress. She said, "Sorry, we cannot do anything for you." Click!
I ended up filing complaints with their NY offices, who also brushed me off until I filed a complaint with the Attorney General's office. Even then I was not treated like they cared about me as a consumer. Ended up getting my money back through Tempurpedic, not Sleepy's. Save yourself the hassle - go anywhere else but here. Poorest customer service of any place for me in the past 20 years!
CONNECTICUT -- I was looking for a mattress/box spring at Sleepy's online for my new queen-size bed. The one I saw one I like for about $700 or so. When I did an online chat with a customer service rep, he told me I'd get a FREE mattress cover & two jumbo pillows with my order. This was a lie! I was paying $30 for it & I realized that when I went to check out my order. I was very upset, called customer service, & they confirmed it's NOT FOR FREE, & basically I was lied to.
I cancelled my order only to have them show up anyway w/ the order two days later. I was also CHARGED TWICE on my credit card for an order I never received, that took two weeks to credit me after several more phone calls to customer service.
MASSACHUSETTS -- Please note that this has NOTHING to do with the sales folks that work in the store where I purchased my bed. They have been helpful and compassionate. This has to do with 1800SLEEPYS corporate. I purchased an adjustable bed with a mattress. I am not disappointed with the adjustable base - but the mattress is not right. I am a post-op spine surgical patient and a clinician. You know when you spend 2 sleepless nights on a new mattress and it is not the right fit. So I return to Sleepy's again and again I receive great customer service. But the "30 day trial rule" on returns or exchanges cannot be broken.
How could I possibly know that sleeping on the couch is again more comfortable. So I took delivery of the new mattress that I purchased and did not skimp (4k) and they brought the old/new mattress downstairs to store for another 27 days. So I ask Sleepy's Corporate - you cannot work with a return customer, who purchases a high-end mattress to replace the other one that is 3 days old, have the delivery people (who were also excellent) pick up this and credit me in 30 days? BAD BUSINESS DECISION! I asked my brother to cancel his purchase also from Sleepy's based on this service. Go to Macy's, Go to Jordan's - I even bet Bob's Furniture is better??