Sleepy's Consumer Reviews - Page 3

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.

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 it€™s 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.

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.

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.