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!!!
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.
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.
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??
DANBURY, CONNECTICUT -- The sales people do not tell you that you have to do a weights and measures test if your mattress fails. They tell you it will just be exchanged. This is ridiculous and takes too much time. They will not replace the mattress unless I take this test. This is a new policy that consumers are not aware of.
MANHATTAN, NEW YORK -- There is no reason for Sleepy's mattress stores to offer ethical and honest customer service because customers cone back every 5 or 10 years. So what do they care? It's not like customers come back the next week. I found Sleepy's to be dishonest, uninterested in servicing my particular needs (I am elderly and arthritic) telling me untruths and then denying that they did so. Thus is a company that is under competitive pressure from online mattress companies. All they need now is to save money at your expense. Don't expect anything from them if they make a mistake.
HAZLETON, PENNSYLVANIA -- Got our replacement mattress; as we suspected, it was the same- much harder than the showroom model, not at all the same. Our mattress did not "break in" with time either. So I refused delivery and we decided that rather than risk dealing with the awful salesman at Hazleton, we would try the Bloomsburg Sleepy's. We had a much better experience there. ** handled us; he was fantastic. We explained everything, and he went out of his way to make sure he did everything he could to resolve the issue to our satisfaction.
We did a comfort exchange at a discounted fee, and got a great gel/memory foam mattress - all we had to pay was the $150 disposal fee. I cannot say enough about how accommodating the staff was. ** redeemed Sleepy's for us, at least for the most part. Still think they need to fire that guy from Hazleton, and their customer service reps online are nightmares.
I'm not a complainer; I'm willing to give anyone the benefit of the doubt. But this has been, hands-down, the worst retail experience I've ever had. Here's the story: needed a new mattress. Went to Sleepy's in Hazleton, despite some scary reviews about customer service. Tried a bunch of mattress, there was one on sale that was quite soft and such a heavy discount, we couldn't resist. Website said they had a score card that didn't require a credit check - I asked for that. Found out later that I was given the one that did require a credit check.
Approved for 2000, got mattress and had to pay extra to get boxsprings and mattress cover for the warranty. Was lied to about price of the boxsprings - we had to get a split box spring - salesgirl told us it would cost $100 extra - what she didn't say was that it was $100 extra for EACH BOXSPRING, so it was $300 more. Had to pay for delivery. Told that we could return the mattress within three weeks if we weren't satisfied.
We weren't satisfied. The mattress was delivered, and it was not even remotely the same. It looked the same, but it was hard as a rock. The VSN numbers and everything matched up, but it was NOT the same mattress. We need our mattresses to be VERY soft. The one in the show room was; the one we received was like sleeping on a board with a thin pillowtop. Called Sleepy's the same day, and was told by ** that of course they weren't going to try to cheat us; they wanted us to be customers for life and be totally satisfied, so we should come up to the store the next day and pick out a new mattress, they would compensate us for our trouble.
Drove an hour to Hazleton the next day after not sleeping at all and waking up in pain. Met by the rudest salesperson ever. Don't know his name, but he is an older guy, maybe 60's, and the most arrogant jerk ever. Told us it couldn't be the mattress; it was us. But if it was the mattress, it was totally against all statistics. (He liked to spout off useless facts in an arrogant tone of voice instead of actually listening or trying to help us.) Told him it was not the same (after laying on the correct one again to make sure), and that we could not continue to use the mattress we had received - I was in severe pain.
Instead of helping us pick a new one, he insisted we should just call customer service (he wouldn't do it) and get it swapped for another of the same, in case it was a factory error. He refused to help us. Confused and stunned, we left the store after half an hour of his BS, and I started crying. My husband got ticked. He went back in and literally told the guy "This is what you're going to do. We want that mattress over there instead. If they bring the mattress and it's another hard one, we'll have to wait another couple weeks until you can deliver to our area again. We can't risk that. Do whatever you have to do to make this happen."
The guy kept arguing throughout the night; my husband literally had to force the condescending jerk to help us several times. He almost had to threaten him, it was bizarre; I've never encountered someone like that in customer service. He should be fired immediately. Anyway, we picked out another mattress, slightly more expensive, but great. The guy started to work out the financing (after complaining, sighing and making us feel like dirt for bothering him.) We were supposed to get compensated, per **. Nope. They wanted to charge us $250 for disposal of the old and delivery of the new mattress.
We said we would get just the mattress and no boxsprings. It still came to almost $800 more, even though the mattress itself was only $500 more than our first one. We asked if we could return the headboard we had gotten, because it was still unopened and in original box. They refused. We asked if we could get more credit - on the store card, which supposedly didn't require credit check. Denied. So my husband applied, even though his credit isn't great. Denied. So I tried to extend my line of credit. Denied. We asked if there was any way we could just have the floor model of the first mattress, since we knew it was what we liked. Denied.
The guy kept insisting we just exchange for another of the same mattress and give it a few months. (Probably so the 21-day satisfaction "guarantee" joke time period would pass.) Incidentally, I found out that two other mattresses in the same Simmons series were mislabeled (firm vs. plush). I tried to inform him. He argued with me, so I insisted he come over there and sit on them himself if he didn't believe me. When he check the tags, they didn't match the store's labels, so he begrudgingly admitted I was right, but said the other mattress number was still correct. (Which it is, and it matches ours, but they are NOT the same.)
So now, we are stuck with a rock hard mattress; I haven't slept since we received it. They are delivering another one (not for 4 days, though - next day delivery is falsely advertised there, just like the "no credit needed" poster in the window) but I am not hopeful. I am concerned that the one in the showroom may be the one that was incorrectly tagged by the factory, and there will be absolutely nothing we can do, short of forcing someone from Simmons to go to the showroom, drag our mattress there, and have them compare.
This is the biggest nightmare I have ever experienced with a store (and we have had some doozies!) We cannot get a cash refund to take our business elsewhere; Sleepy's blames Simmons for the discrepancy. I'm sure Simmons will say it was Sleepy's responsibility. We have to pay thousands of dollars for a mattress we HATE while I sleep on a recliner. The salesman made us feel lower than dirt (although to be fair, he was really arrogant and rude to everyone he talked to on the phone while we were there as well, including people at corporate, etc...).
I wish I knew if we had any other options, but he literally refused to try to help us in any way; we had to force him to do what little he did. Sleepy's could have had customers for life - we buy a new mattress every five years or so, and were eventually planning to work up to the highest quality adjustable - bed and mattress they carried. We are very brand-loyal people when we have a good experience. Instead, I will tell everyone I meet NEVER to go to Sleepy's, and as soon as we pay off this mattress, we will head to Mattress Warehouse, where the salesman we talked to was kind, helpful, friendly and HONEST.
In the meantime, I get to look forward to sleepless nights, and spending more money on trying to find a mattress topper that will keep my back, knees and neck from hurting. I've never been so angry (but it could be the sleep deprivation talking.) I will do everything I can in the future to ensure that Sleepy's loses as much business as possible.