GLENDALE, NEW YORK -- When almost all stores are accepting returns and refunding money, Sleepy's is only giving a credit and keeping my money to force to buy other merchandise. I learned my lesson to not buy from them. I purchased a King Bed protector and opened it and it smelled like plastic. I repacked it, and took it to the store three days later. They dialed company line and someone from return department told me that they will not refund but only give me a credit because it is opened. I told them that I understand and requested a partial refund. They did not accept. The worst part is that the store salesperson was rude and tried to show me as guilty as possible.
Even if I get my money back or not, the experience with the salesperson was bad. No one deserves a treatment like this and I will not recommend them to anybody. There are much better places to shop. Know that their return policy is not to give your money back and punish you! P.S. I had purchased from them some years ago and they were not like this.
SPRINGFIELD, PENNSYLVANIA -- My Wife and I decided to replace our existing queen mattress set, so we made a decision based on an advertisement in a sales flier from Sleepy's Mattress. We went to visit the Sleepy's located at 101 Baltimore Pike Springfield, PA and took a look at and tried out the advertised mattress that we had planned to purchase from the sales flier. After trying a few of the advertised specials, we decided that they were not the comfort level we were seeking, so we to purchase a more expensive set which cost about $300.00 more that the advertised specials which were not pillow top, the set we decided on was a pillow top.
The entire set came to around $700.00 plus delivery. Sleepy's did deliver the matters the next day. About 30 to 45 days later after sleeping on our new pillow top mattress we noticed a concave on the pillow top mattress for each of our sleeping positions, there was a hump between us where we both sleep, when we retired for the night we both rolled into the crevice of the pillow top mattress. I and my wife's weight are about 160 pounds each. Well this was not good, not to mention the sagging for support that our bodies so desperately needed for a good night's sleep. We contacted ** our sales representative at the above location and told her about our concern.
** informed us to call the Sleepy's warranty center to inform the about the problem. We called and got an appointment for about three weeks later for someone to come out and take a look at the mattress. The hired contractor came out to our home and did all the preliminary inspection of the mattress, he had his laptop computer and tape measure digital camera, etc. did his report and left. The conclusion was that the mattress was indeed defective and we were sent back to the original place of purchase to resolve the matter. Upon arriving at Sleepy's showroom of the original purchase, we were greeted by **, our original sale representative.
In so many words we were told that (to sleep well buy the better mattress). OK here we go off to the machine where we both one at a time are requested to lay down on this (computerized mattress) to determine each of our stress point associated with our individual body structure, after that an (digital analysis) recommends a mattress type that will be suitable for us. We were shown some more (expensive mattress) that would resolve our situation. After all the ring a ma roe we decided on a model called the PN CAMARA PL QUEEN MAT to the tune of $1132.31, along with 2 PERFECT NIGHT 30X80 BOX at the price of $233.85 each.
Total cost for this purchase with delivery and tax: $1775.99. Minus the approval of return for defective product of previous purchase that we paid more than $700.00 + for $353.85 (wow my defective return lost more than half its value in less than 45 days after purchase which had a 15 year warranty?) Total for this purchase; $1422.14 of which we were encouraged to finance, after a brief credit check. Well our credit is good so GE Money Bank took our application which was done by ** (Sleepy's Associate). Not only did we get the finance for the purchase, we also got a GE Credit card with a $6,000.00 line of credit. Not what I wanted.
My Wife and I had already made arrangements to pay off the $1422.14 in less than 60 days which we did. The new mattress and box springs were delivered 9/25/2006; After about two week (the standard recommended rotation schedule per warranty instructions) we did as per instructed per supplied information. Upon the scheduled warranty rotation we noticed that when we did, there was a deep indent at the now top of the mattress which would be the head, that had no support, as if it were missing some springs or padding. There was a concave across the width of the mattress that sank in to touch about 2.5 to 3 inches.
Because it is a one side mattress I am unable to rotate it when it needs to be, if I do it is very uncomfortable because my head sinks into where there is no support or padding causing me neck pain. My wife and I not wanting to be a complainer tried to live with the defect, but it just caused more and more stress and restless nights and was no longer tolerable. We decided to contact the Sleepy's warranty center on 2/4/08 to inform them of the defect. Sleepy's sent out another hired contractor on 2/25/08 to come out to look at the new mattress. After going through all of the motions listed above he left. Some days later I received a email of his inspection.
His report was that the frame was not the right one for the set and there for Sleepy's claims that my warranty is void because of that. Well the mattress has had the defect from the time of delivery, the frame we have is a frame with a center support as recommended on the flier "Caring For Your Mattress" if it were not, the bed would not stand because it has a split box spring. I called the Sleepy's warranty center again on 12/1/2009 and spoke with a operator named **. ** asked me for my phone number and for me to verify my address which I did, she returned to the phone and told me that my warranty was Void because of their hired contract inspector's report.
I tried to explain to her again that the problem was not with the frame and there is a defect in the mattress, well ** was not going to listen to me and said I voided my warranty "case closed" and proceeded to hang up. I tried to explain the problem again and ask for another inspection but that was the end of the conversation without a good bye.
Know that Sleepys does not to want to admit that their $1422.14 mattress has a defect and is using the 'Voided Warranty' approach to get out of making good on our purchase. Now my Wife and I are out of $1500.00 and no way to replace the defective mattress from Sleepy's along with many more painful restless nights. I hope someone higher up in the company will take a second look and see that their mattress is indeed defective.
I purchased a bed Oct. 2 at the store in White Plains for $1913.77. After a week, my back began to hurt. I then went into a 2nd store to exchange the bed. They said I had a bed that wasn't supportive enough, and the mattress cover was an inferior thread count/quality, and not deep enough to fit the bed. I wanted a soft bed, but was told that a soft bed would sag after 6 mos - I would have neck/back pains and need a chiropractor. Based on salesman's “expert” advice, I went with a firmer mattress. I also bought the better cover that he suggested. The exchange fee and new cover was $371.95.
When I called a few days later to schedule delivery, the mgr told me he would take care of it. When I called on delivery day, they had no record, so that means that he never scheduled the delivery as he promised. I scheduled delivery for the next day, so I had to run out of work early. I asked to have delivery fee waived - they said “absolutely not”. The first night with the new bed, it was hard as a rock. The bed felt MUCH firmer than the one in the store, and I couldn't sleep. When I went to the store, the salesman told me to give it a few days and that my body would adjust. He said that the floor sample is softer because it has been on the floor for a year.
After I left, I went to another store to purchase a foam bed topper and Advil PM, which cost $113 so that I would be able to sleep that night. The next day, Thursday, October 29, I called customer service and spoke to a representative. She said that I could either exchange for another of the same mattress, free of charge, or exchange for another model for $249. I was not satisfied with that answer and asked to speak with someone higher up. She said a supervisor or regional showroom manager would contact me within 24 to 48 hours. I then called the showroom manager and he offered me the same thing.
I said I wanted to speak to someone higher up and he said he would send an email and have the district manager or regional manager call me back. I never heard from anyone, so on Monday, Nov. 2, I called the first show room and spoke to the first salesman. He apologized for me getting the run around and said that he would email the regional manager and have him return my call. Then I called the 800# again the same day. The customer service representative was extremely rude to me when I explained that I listened to the salesman's advice to buy a firmer bed.
She said that she was a consumer first, and customer service second and that if she went into a store, she would never let anyone convince her to buy anything that she didn't want to buy. She became extremely argumentative and condescending. She told me that I could exchange the bed again but would have to pay another $249 fee. When I told her that I wanted to return the bed, she said that they do not do pick up refunds. After five minutes of arguing with her, she placed me on hold, then came back on the phone and said she would have a supervisor call me back within 24 to 48 hours.
After waiting 24 hours, I called the 800# again the following day, Tuesday, Nov. 3 and spoke with a supervisor. When I told her that I wanted to return the mattress, she said that they do not do pick up refunds. I told her that I would bring the bed to the showroom myself. She then informed me that if I brought the bed to the showroom, they would call the police. I was finally transferred to the regional customer service manager. After spending another half an hour on the phone with him, he offered another comfort exchange, but I would still have to pay half of the fee. At this point, I am waiting for a call from the escalations dept.
I purchased a $1500 mattress from Sleepy's in January, which was delivered on January 14, 2011. When I opened the mattress bag on delivery, I found the mattress had a very strong chemical odor, which I understand is common with new mattresses. I gave it time to air out, used the ceiling fan daily, and waited for it to fade. This past week, I was able to leave the windows open due to warmer weather. Finally, after approximately five weeks, I gave up and called Sleepy's customer service because the odor is still incredibly strong. It fills my bedroom and smells strongly through the sheets and high-quality mattress cover.
Much to my surprise, Sleepy's refused to help me. I insisted that I be able to speak with a manager, and she, too, refused to address the problem. Obviously, there are chemicals in the mattress that should not be there (or not be present in the same quantity/saturation level). They are leeching out while I sleep, and it's possible they could be toxic. Nevertheless, Sleepy's insisted that this is not a "defect" but, rather, a "comfort" issue.
As such, they claim that I had to report it within 30 days and exchange the mattress under their Comfort Exchange Policy (which would have cost $399 and is designed to help customers who find after sleeping on a mattress that they don't like how it feels). The mattress carries a 10-year warranty for defects, and the warranty expressly states the exclusions under the warranty. There is no exclusion for chemical odors (or any kind of odor, for that matter). Nevertheless, Sleepy's insists that limitations on the warranty--which, of course, are not stated anywhere on the warranty card - exclude coverage for this issue.
They suggested I purchase a new mattress (!), despite my having spent $1,500 buying this mattress last month, and that they would "work with me to try to get a discount" on a new mattress. I demanded to speak with their legal department, but they refused. The customer service manager would not provide me with a phone number for legal or anyone else at corporate headquarters. At this point, I anticipate my next steps will be to file complaints with the attorneys' general offices in Virginia (where I purchased the mattress) and New York (where Sleepy's is headquartered).
Unless something changes very soon, I will then explore a lawsuit for violations of consumer protection statutes, false and deceptive business practices, and breach of warranties express and implied. Sleepy's has made an enormous mistake thinking I won't pursue this matter. I have never before had such a poor customer service experience. I will try to update this and other web postings as I move forward, in hopes that other consumers will not be blindsided by this company and its unscrupulous practices.
NORRISTOWN, PENNSYLVANIA -- Sleepy's The Mattress Professionals sales manager, sold my wife and me a Sealy Postropedic Harbor House plush mattress & box spring set on 03/22/2009 for pick-up on 03/25/2009. We made our purchase at the East Norriton Sleepy's that Sunday and arranged for its delivery from NJ to the East Norriton store. We were told that we had to purchase a mattress cover, in order to get a 10 year warranty so we bought that as well.
A sales rep, in the East Norriton store on the day of our pickup must have been following the procedure that his company outlines for him. He tricked my wife into signing a waiver, which he called proof of pick-up, for the condition of the mattress before he even allowed her to see the product. When I met the two of them at the loading dock, he threw the mattress face down on the roof of my car so there was no chance that anyone could see the stain on its face.
After bringing the mattress into our house and going to bed, we decided that it would be best to clean the guest room and set up the bed the next day, after work. The next day we cleaned up the room and upon peeling off the semi-transparent plastic wrap from the mattress, an unacceptable, red, and chemical scented stain was uncovered. I was unable to get anywhere with the Sleepy's sales manager or their corporate customer service so I resorted to taking further action with the Better Business Bureau. I have detailed documents of the unresolved interactions that I had with the unfair mediation through the BBB and the manipulative corporate giant.
My cost from Sleepy's totaled $814.37 and Sleepy's is only offering me an insulting $231.03 to call it even. Not to mention that I am left with a voided warranty, a useless box spring, a pointless mattress cover, and an unusable mattress. After my wife, mother-in-law and sister-in-law returned from visiting there home town in Taiwan, I had my visiting in-laws sleep on my wife and my bed for nearly 2 weeks while my wife slept our couch and I slept on the floor. I didn't want my in-laws breathing in any foreign chemical that might harm them.
I really feel sick to my stomach about the regards that Sleepy's has for my family, their customers, and the way they are acting. I want them to accept responsibility for their mistake because with the actions that they have taken towards me, I am sure that they have taken Advantage of other families.
GREENVALE, NEW YORK -- When buying a bed at Sleepys (Greenvale NY) you are told the price for returning the bed, should you not like it. (21 day comfort exchange policy) You are not told up front that it has to be of the same or a greater price. In addition, they fail to tell the customer that they have a 90 day in home trial period which is another option available to the consumer. Upon purchasing the bed you sign an electronic machine, and ONLY AFTER you sign are you given a receipt to read that contains the small print of the COMPLETE terms of the agreement.
When I recently bought the most expensive bed in the entire Greenvale store and tried to return it, they would not allow the return unless I bought many beds that would then have come up to the same price as the one bed. The supervisor at the main branch of Sleepys ** out in Long Island informed me that they "cannot give me back the money, even though it was only 2 weeks later". They want to retain the money and will take the king size bed back for $399.00(which I was told before I bought the bed) however, I was never told that it needed to be a bed or beds that came up to the same price.
I told them that I was visually impaired and was NEVER told by the salesperson, **, in Greenvale to read the terms of this deceptive agreement which is posted on the wall, prior to signing the electronic agreement. For a person with visual problems you would have to go over to the sign to read it. A person depends on what the "reputable" salesperson is telling them with regards to the terms being signed for. Isn't that what one would expect of a reputable??? Company such as Sleepys??
I would tell any future potential shopper at Sleepys to be aware that Sleepys knows all the tricks and to buy with caution and read ALL of the small print. I would also suggest hearing and reading ALL of the options prior to buying anything from them.
Stay away from Sleepy's at all cost!!! Right after the mattress I recently purchased from Sleepy's I began to notice some problems. The biggest one being a defective box spring, which makes this loud squeaking sound when pressure was applied. Similar to sitting on a inflatable bed but louder. After talking to four representatives from Sleepy's three appointments were supposedly made to come and fix the problems that I was having. Only to discover after taking time out of my schedule to wait for the four hour time frame that they would not actually show up.
Because that none of the first three people who I made these appointments were correctly entered in the system. Thus no one from any these so called appointments would show up. Furthermore, during my phone conversation from the fourth representative I was informed that Sleepy's has been encountered with this problem a lot lately. Dealing with the customer service, which I must say is inferior and a big contradiction of their claims of great customer service in their multimedia ad campaign and website. In my opinion it is all just smoke and mirrors just to lure into their showroom/web.
So, if you enjoyed being treated like a dog from customer service then by all means go do business at Sleepy's. I tried asking the first customer service representative on whether an appointment entered from another dept would show up on her screen. The only response was, "I don't see anythings scheduled on my screen." Despite trying to making three other attempts to ask the same question in another way. Each time I was cut off and given the vague answer of, "I do not see it my screen". Resulting in the final response of, "I believe I have already answered your question three times already!"
Bottom line is their customer service extremely poor and from my recent experience. The only conclusion that I am getting is that they just care about the bottom line and basically have the mentality of consumer your on your own after you purchase something from us. In fact, they go out of their way to make you jump through hoops in order to resolve any issues you may have rather than working with the customers.
Finally, after dealing with all of this stress and aggravation within the first four days of my purchase. I made several attempts to have Sleepy's to come and take back the product and give me refund. I was flat out turned down. Furthermore, I was told that I would really like to help you out but really don't have the authority it must come from corporate office. "Again, if you have a lot of money lie around and time to waste then Sleepy's is the perfect merchant for you!!!"
WOBURN, MASSACHUSETTS -- I bought king size mattress set from Sleepy's Woburn in the month of November. And soon after the 25 days delivery the mattress started sagging and making noises... I contacted the Sleepy's customer care but they said all mattress normally takes 30-60 days for adjustment and comfortability level. So I waited for that time and still no change in the condition in the meantime I also suffered from severe back pain and feels nauseous when waking up in the morning..
So I contacted the customer care again specifying my problem, so they sent the mattress marshall's inspection guy who did the inspection and informed me that first the mattress you ordered and paid the price for in the invoice is for Seally brand but they actually delivered the IBL brand which is in itself a breach of trust also the mattress has no strong support as the quality of box spring is really bad.
After the 10 days of inspection I contacted the customer care again so they said to my surprise that they don't have any inspection records for our invoice so they suggested that they'll send the inspection guy again. So I waited for another 10 days for the inspection guy and luckily the same inspection guy came and informed me that the problems are same and the mattress is sagged etc etc.
I mean this is so unfair and rude to customers who trust Sleepy's brand and family name reputation and this is how they treat their customers who invest huge amount in their company. Why would I pay partial credit for the wrong and defective product and continue suffering. I guess somebody has to do something for this kind of injustice.
HOLYOKE, MASSACHUSETTS -- I purchased a box spring cover with my bed and during the delivery, the delivery guys ripped it. I asked for my fifty dollars back and was assured it would be credited to me. Several days later no refund and no help from customer service, or the management team in corporate. I was told several times that the money was going to be sent to me, but every time I called to check a couple of days later, there was a new issue and it was if I just got lip service and no one was going to reimburse me the fifty dollars. DO NOT DO BUSINESS WITH THIS COMPANY AS THEY ARE LIARS ABOUT WHAT THEY PROMISE YOU!.
First of all the price is inflated, example, a $865.00 mattress and box spring at Sears Sleepy's cost $1700.00. For identical items I would call it price gouging. They delivered the wrong mattress, then they wanted $250.00 to take it back and another $35.00 to deliver the one be ordered in the first place. Sleepy's refused to cancel our order, they assumed we were going to pay it off over 18 months so within 5 mins. They had us with (GE CREDIT) We are stuck with GE CREDIT for $1700.00. If we refuse to pay our good credit standing would to gone.