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.
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.
NEW YORK -- In 2007, I bought a Tempurpedic classic mattress set for $1999 from Sleepy's (SI, NY). With $79.99 delivery fee and $174.12 sale tax = Total was $2253.11. On this day, I received 2 free Tempurpedic comfort pillow queen standard ($150 value/each) and a free bedliner. The district manager wrote under Special Instructions: "Customer has Tempurpedic offer stating that if bed is returned hen the two pillows offered are free up to a $200 value, we will match to save sale."
Within a week of purchasing the mattress, I noticed a lower back pain and within 2 weeks, I was having shooting pain and numbness down my legs. I visited my doctor, who advised changing the mattress and probable diagnosis as sciatic nerve stemming from my lower back. I started physical therapy and she also told me to change the mattress and diagnosed me as herniated disk and nerve depression, causing numbness and pain. I only slept on Tempurpedic for 2 weeks, thereafter, I've been Sleeping on my couch and on the floor.
I called the Sleepy's Customer Service and spoke to customer representatives (4 times, including a manager) to confirm the charges that I have to pay for returning the mattress. They all told me that I would be charged $395 as follows: $175 shipping and handling fee + $119.99 for bedliner that I initially got for free (I wouldn't have accepted this "free" bedliner if they are this overpriced!!!) + $100 for 2 Tempurpedic pillows that I received for free.
However, after I return the mattress, I was charged $623.14 instead of $395!!! Each customer representatives (even 2 managers) that I spoke to, could NOT exactly give a breakdown on the charges (one was stupid enough to tell me that pillows were $300 each thinking I'll be fooled!!!). They all seem to have different ways to explain the overcharges. One said it was $175 shipping and handling fee + additional 79.99 delivery fee + $200 for 2 pillows + $119.99 for bedliner.
In the invoice that I originally received from Sleepy's says the following for Tempur-Pedic Swedish Mattress 90 Night In-Home Trial: "... at any time during the trial period, if you are dissatisfied, we will pick up everything and send you a refund... we'll reimburse the full purchase price, except for a one time shipping and handling fee of a $175..." I called customer service numerous times and spoke to managers and even called sales person whom I purchased the mattress from. They all refused to credit the money and sales person never returned my phone calls and gave excuses saying "district manager is away, on vacation, etc"
I realized that this is going no where so I contacted BBB and filed a report with NYC dept of consumer affairs and wrote a letter to the president of Sleepy's. Finally, about 2 weeks later, Sleepy's manager called and gave me the credit of $200!!! If I wasn't persistent, I wouldn't have gotten my money back. Sleepy's are full of liars and scammers - I will NEVER buy anything in their store ever again and will be sure to let my friends and family member know as well.
If you are buying Tempurpedic, just buy it directly from Tempurpedic after trying it out in local stores (they have lot of coupons and promotions - including free shipping fees if you sign up for mailing). If buying from Sleepys, make sure you get all the invoices and return policy printed out to you and have promotions in writing!!!! I really hope no one else will go through what I had to deal with...
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??
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.
HERNDON, VIRGINIA -- We purchased a My Side Kingsdown mattress(~$2,100) and box spring set (~$900) and were told by our sales representative that it had a lifetime warranty. At the time of purchase, we were told that we needed to purchase a waterproof mattress pad that was specifically made to allow the mattress to breathe so the cooling effects of the bed would not be hindered and so that the warranty would be not be voided because of stains on the bed. So, we purchased the mattress pad(~$200). We also paid for the mattress to be delivered and set up (~$99). It was delivered and set up on the date agreed upon.
After sleeping on the mattress for 9 months, we noticed the mattress sagging and my husband and I both started to develop back problems and cooling effects of the bed no longer existed. I looked through the papers that I got from Sleepy's for the warranty information, but could not find it. So, I called the store where we purchased the mattress and they gave me the number for the warranty department. I called Sleepy's warranty department and told them about the problems we were having with the bed and was asked some questions about the bed frame. I told her that our frame had three horizontal wooden slats and a metal vertical support.
The person I spoke with told me that an independent company would send someone out to check the bed. He came and took some pictures with his computer. He found the warranty information still attached to the bed. He said that the box springs were fine and that Kingsdown made very good box springs. Sleepy's warranty department called me back one week later, saying that while the mattress seemed damaged on the left side, they could not do anything for us, as the warranty was voided because we did not have the center support leg, required by the company, on our bed frame.
She probably saw this from the pictures. I told her that there was nothing wrong with the center of the bed or with the box spring, that it was the sides and the non-cooling of the bed. She said she knew that, but that it had nothing to do with them not replacing the damaged mattress, as the warranty was void. I asked her why the people that installed the bed did not say anything about the frame and she said they were just drivers.
My husband then called and talked to someone else. My husband mentioned to the representative that we had paid to have the mattress delivered and installed and that the problem of the bed frame should have been taken care of then. The representative he spoke to said he would get back to us in 24 hours. That was a week ago and we have not heard back. We have a very hefty wooden bed frame that is about 17 years old.
We are very upset and feel that we should have been told about the bed frame by Sleepy's (they told us about the $200 mattress pad) or the people that set the bed up should have noticed the missing leg and told us, or at the very least, we should have been handed the warranty, instead of it being left on the head of the mattress in a place that is out of sight unless you remove the mattress from the bed, which we not supposed to have to do. Is there anything else we can do? Hopefully, we will get a positive result from this situation and our experience will help someone else. Buyers, beware of the bed frame loophole if you have an older bed frame!
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.