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??
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.
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!!!"
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.
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.
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.
VALLEY STREAM, NEW YORK -- My husband and I purchased a mattress from Sleepy's during their Memorial Day Sale. Only a few MONTHS later, we noticed that the whole side of the mattress was bulging out. I called customer service immediately, and they told me that we had to wait for THEM to call US to make an appointment for inspectors to come and look at it. We waited a week for that appointment and then had to wait another 2 weeks for the results of that inspection. Sleepy's told us that we are entitled to a credit for the price we paid for the mattress, BUT we have to pay $89.99 plus tax for delivery fees.
This is outrageous, being that we already paid this fee for the first mattress, which was obviously broken. We negotiated with the managers (who were extremely difficult to get a hold of) and the refused to waive the fee. In the meantime, we have been sleeping on a bad mattress for over 3 weeks, and I'm going to have to pay chiropractor bills for the pain in my back. When we asked if we can deliver our mattress and pick up the new one ourselves, they refused.
We also have a copy of a contract which outlines these ridiculous rules that we did not even sign, but SOMEONE signed for us. What kind of business is that?? And what happens if we pay the fees and then the next mattress is defective as well? Are we responsible for nearly $100 every time THEY make a mistake?? Rest assured, we will NEVER go back to Sleepy's and we will let everyone we know about the horrific experience we have had.
Hi , my name is Cathy from Sleepy's Customer Care. Sleepy's strives for 100% complete customer satisfaction and appreciates when a consumer takes the time to inform us of how we might improve our organization and better serve our valued customers. We want to maintain your trust and loyalty; therefore, please contact me directly at firstname.lastname@example.org and reference the customer code on your purchase invoice, so I may provide you with some assistance.
VAILS GATE, NEW YORK -- I bought a box spring and frame from Sleepy's in Vails Gate, NY and less than 3 months later the thing collapsed under normal use. It is clearly defective with a bulge sticking out the bottom from a weak supporting rail. They sent out their representative who took pictures and they said the manufacturer's report showed no defect and that there was a stain on the box spring anyway so they could not exchange it.
There was no stain. They are lying. The product is clearly defective and they refuse to stand behind their product. I was ripped off plain and simple. Sleepy's is a criminal organization selling inferior, defective products to the public and then refusing to support those products. Their customer service is a bunch of nasty, evil, obnoxious people who are trained to blow people off and provide no service whatsoever.
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.