Sleepy's Complaint - Defective Mattress...bad exchange service
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.
Company Response on 10/20/2010:
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 email@example.com and reference the customer code on your purchase invoice, so I may provide you with some assistance.
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