Complain about a product or service

Sit 'n Sleep

dian of oceanside, CA January 8, 2010

we spent 4,000 on a KINGSDOWN which SIT N SLEEP highly recommended as the best and highest ranked for customer satisfaction. On both counts they mis-lead us, just look at the complaints and matrass rankings on the web. The first delivery was the wrong matrass, which they admitted and then acted like they were doing us a BIG favor to exchange the matrass. We then changed to another style from KINGSDOWN #600, in a few days time we were completely unhappy. It sunk in, we had serve back pain, it was hard with a hump in the center and soft on the sides. A piece of junk not worth 10.

We asked to replace with another brand, we did not trust the KINGSDOWN product they had recommended. SIT N SLEEP would NOT accomondate an exchange with another product. They only wanted to replace with KINGSDOWN. Their loyalty is to KINGSDOWN NOT to their paying customers. They were unprofessional, unavailable and were rude to work with. DID NOT RESPOND TO OUR CALLS OR LETTERS. They would only consider a return for another product if we paid 20% re-stocking fee. Stay far away from both SIT N SLEEP and KINGSDOWN, they are one and then same, just AWFUL!

Sammy of Lancaster, CA December 30, 2009

Bought a 3200 Serta Mattress that is sagging. They brought and inspector who wrote a report (I have a copy) that my mattress sagged 1 1/2 inches plus. This falls within the peremeters of replacing my mattress via warranty. Serta refuses to honor the warranty. In the meantime, i am sleeping on my son's twin bed where my legs are hanging out. THIS IS NOT FAIR.

marcos of montebello, CA November 28, 2009

I was a delivery man at Sit N Sleep for about 4yrs. I've read alot of complaints about defective and sagging mattresses from clients. Here is the bottom line. Many mattresses sent out by SnS are "USED"! Many matts & boxes have already been used for a 60 night trial period and then exchanged for something else.

Ever wonder why the delivery teams are so careful to inspect the matts? Well, if the matt is stained, SnS can't rebag it and sell it to another customer for the price of a new one, therefore the exchange is refused. You see "LARRY" charges a re-stocking fee and the price difference when a client wants an exchange. If they are picked up,their old matt is then inspected at the warehouse for any stains.If the matt is clean, they re-bag it and send it out as new to someone else.

Here's the good part. If the matt is stained,the delivery team that picked it up is then charged for the mattress!(in essence, giving SnS a good profit because the mfrg company voids stained matts).So don't be too hard on the teams. They are just trying their best not to have to buy a stained and unwanted mattress.

Here's a tip for you. Always check the bags the matts are in. If the plastic feels to thin or has double bagging, there's a good chance it has been re-bagged. Your matt shouldnt cause you aches and pains in a month if its new.

Before i go, i would also be careful with their so called "heavy-duty" frames. If it comes in a brown unmarked box, refuse it.These frames are pulled out of a large bin SnS uses to dispose of old frames picked up from customers, spray painted, reboxed and sold as new for an average of about 100 bucks. New frames come in white boxes with the manufacturer's name printed on it. I have paperwork and cellphone video to prove this, and will very soon. Many people are forced to endure physical pain and financial losses because of Sit N Sleeps fraudulent business practices.

John of los angeles, CA October 29, 2009

Okay people listen up, I worked at SNS for 6 years and was laid off so here is the run down. The Matt set you buy at sears or Living Spaces is the same as Sit N Sleep. He gets his Beds made just for him (name is changed)so you wont find it anywhere else, so there can never be "your mattress is free" PERIOD. The same Seally that is cheaper online or other store (under another name) is the same he has. He sells his queen set for 1500.00, here is the kicker at cost for him is 450.00 bucks that includes matt and box so what does that tell you.

CK set goes higher a 1800.00 for you, at cost to him could go for around 640.00 you do the math. Same thing with War issues he makes it and the Vendors (Seally, Mira, Serta and so on) so you cant changed it, if you want to exchange it you have to pay the restocking fee. If someone says it's FREE 99% of the time your wallet is not gonna agree with you.

Michelle of Pomona, CA September 30, 2009

In 2006 my husband and I went shopping for a new more luxerious upperscale bed than we had before. We walked into the Sit N Sleep in Upland California, and of course were promptly greeted by a sales rep. (of course) We explained to sales rep our specific needs. 1) support 2) comfort 3) quality & lasting.

We were shown a couple of different ones that were way out of our price range, then the rep stated that we could buy their "in-house brand" Muralux for the same needs, and half the price - still pricing out at 2,000.00. We got this big speach about when you purchase mattresses at Sam's Club, etc you are getting an inferior product. That their mattresses are made to their specs which are much greater than the other ones.

After a couple of weeks of sleeping on our new bed I called & spoke to a manager & told her that we were very uncomfortable in the bed. She asked me how long we have had it , & then proceeded to tell me I needed to give it at least 30-60 days for our bodies to ajust to the new bed.

After about 3 months I called her back & told her that we were still not as comfortable as we thought we would be for the price we paid for the bed. SHe replied that since we have had the bed so long they would charge a return fee of minimum 500.00 , and if we got another bed we would have to pay for the difference! I told her you are the one that told me to give it a while & now I have to pay you 500.00 for 3 months sleeping on the bed!

For the last 2 1/2 years we have tried to make the best of buying this mattress & box spring set (as they tell you to keep the warranty).. The last year has been horrible. My husband cannot even sleep in the bed anmore because of the pain in his lower back, shoulders and neck in the morning. (he sleeps on the couch). I now sleep in bed by myself sideways and with 4-5 pillows to take up the gapping in the mattress, and still wake up wanting to see a chiropractor.

I called the customer service line after sending in a warranty complaint via email on their website and no-one called me. I then had the inspection people call me alot until i made the appointment. When the inspector arrived he pulled out a red string with 2 nuts tied at each end, and slung them over the width of the bed, and proceeded to put a gadget that looked likes a rain guage only with inches & re lines on it. He measured the deepest at 2 1/2" sagging. He then advised us he had to take pictures of the frame.

He and my husband removed the matress & both box springs. He took photos of the frame, then put the left box spring down & took photos, then did the same with the right box spring, and continued with the mattress. He then inspected the matress and found a small discoloration the size of a quarter & he said he needed to take a picture with a tape measurer. It is not a "stain" it is discoloration of some sort & other than that the mattress is clean. our frame has 6 legs for the California King set.

I get a letter the same night from sit N sleep denied my claimed based on the "stain"(s), and the right box spring not being properly installed. The freakin' inspector tore our bed apart before he took any pictures, and then took pictures as he was putting it back together! what the heck is this. I was very angry and sent them back a repsonse to them denying my claim, and also fowarded it to the manufacturer of the bed. I have yet to hear anything so far. I did ask them for a replacement of equal or like king mattress, or demamded a full refund.

Albert of Glendale, CA September 18, 2009

Per store manager's recommendation we purchased a mattress that would be a good choice for my ailing mother who is suffering from Arthritis. After a few days, we called back to have it exchanged for a firmer mattress. We visited the store again, picked a firmer mattress (again with manager's help) and paid the restocking fee and extra charge for an upgrade. After several failed attempts to deliver the correct item, I finally got frustrated and I demanded to return the item for full refund. They offered a 250 refund to keep me happy. For the fourth time, they arrived to exchange the mattress with a little surprise. They inspected the purchased mattress with flash light and kept it under the sunlight and found a stain on it, thus void the exchange policy. We were told they could not take the mattress back because it is stained. Now, it is obvious to me that Sit n Sleep sells used mattresses. This explains why they pick up the old mattress for free. They take the old mattresses to their shop, clean them, and sell them to customers again. The stain they showed was not visible to me the first day they delivered. Obviously, it's an older stain that's not visible to anyone unless you keep it under the sunlight. My experience with Sit n sleep was terrifying. Customer service was horrible, drivers who inspected the mattress were rude and did not give me their information. I had to snap a few pictures from me on their way out since they refused to give me their information. I urge everyone to stay away from Sit n Sleep stores!

Steve of Mission Viejo, CA August 19, 2009

After dealing with the new store Manager, they decided to wave the 500.00 re-stocking fee and we were able to exchanging the mattress for a different style.

Steve of Mission Viejo, CA August 18, 2009

My wife and I went to Sit and Sleep (S&S)to purchase a mattress. First, however, we layed on their machine that helps them determine the proper mattress. The Manager said this is the right mattress for you and you will love it. We layed on it for a few minutes and it felt ok. We paid over 4000.00. Upon delivery, the delivery men threw the mattress off the truck. We requested a new mattress that they delivered. 20 some days after sleeping on the mattress we noticed it was not even and the aches and pains were starting. S&S sent out an inspector who found hard spots on the second mattress. S & S delivered a third mattress. We received new paperwork and discovered that they did not put any info about the inspector's report. S&S said the mattress was o.k. We slept on the 3rd mattress for less then 30 days and began having shoulder and back pains. We went to the store and they said we can only exchange the mattress for equal or greater value plus 500.00 (Five Hundred Dollars) re-stocking fee. We put our trust in S&S employees, the owner Larry Miller and their state-of-the-art pressure point machine. All we want is a good night sleep and for Sit and Sleep to be fair. Customer service reps are no help, they read from a script and tell you that it is company policy to exchange and pay an additional 500.

Edward of Oxnard, CA July 27, 2009

We purchase a mattress from Sit'N Sleep in 10/13/07 at the Oxnard store,had it deliver,I notice right away that the mattress was sagging and my back starting to hurt,I called the store and talked to Sharon Carrasco the sales person,after I made a few calls because I never got a call back I got her on the phone and she agree to replace the mattress on 10/23/07. Here it is 1year and 2months and the mattress is sagging again on both sides and my backs hurts all the time from sleeping on this mattress,I called Sit n Sleep at there 800number on 6/10/09 an idenpendent inspection company came to inspect the mattress,

The inspector took pictures of the mattress and laid a string across the mattress,when he did this you could see the sagging on the the mattress on both sides of the mattress, I received a letter from Sit n Sleep denying the warranty stating "No manufacturing defects associated with this set" In the letter I was offer a 205discount to buy another mattress from them, Why in my right mind would I want to buy a mattress From Sit n sleep again. I called sit n Sleep today 7/27/09 at their main office in Gardena 14300 s main st ca 90248 310/6086838 and left a message for them to call me back. something had to being done about Sit n Sleep, I know a lade that bought mattress from them and has the same problems with her mattress.

Jeff of Los Angeles, CA July 9, 2009

I've dealt with many businesses in my day, Sit N Sleep included. However, I see complaints like these and have to disagree.. I got my mattress here and was very impressed under the circumstances. I also had a mattress delivered, it turned out to be a mattress that was assembled incorrectly, but I called and told them what happened. Sit N Sleep took the mattress back, sent me another one, and gave me an extra discount. Since then, the mattress has been good and im satisfied. I just can't stand when people get pissed off and rant.. it's easy for people to start pointing fingers but ya gotta realize even though our culture says the customer is always right.. sometimes they aren't.

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