Sleepy's Mattress Complaint - Defective Mattress
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 Bri our sales representative at the above location and told her about our concern. Bri 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 Bri, 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 Bri (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 thru 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 Sue ID # SZO, Sue 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 Sue 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 Sleepy’s 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.