Complain about a product or service

Sit 'n Sleep

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.

Tyrone of Laguna Beach, CA May 29, 2009

In southern California there is a mattress company named “Sit-N-Sleep” which fills the airwaves with advertising. My wife and I bought a mattress from them after laying on dozens of mattresses in their store. When the mattress was delivered it was much softer than the one we tested in the store. Because “Sit-N-Sleep” had a “..return the mattress within two month return policy which included a 20% restocking fee,” we continued to sleep on the mattress for a month.

After a month we returned to the store and contracted to trade up to a firmer mattress. The extra cost including the 20% restocking fee came to more than 600.00. Sit-N-Sleep said they would deliver the new mattress and pick up the old mattress in about a week.

A few days later we noticed some of the mattress tags were wrongly placed. At that point we realized the delivery guys had put the mattress on our bed up-side-down. When we turned the mattress over and laid down on it we noticed it was much firmer. We canceled the second delivery and pickup and Sit-N-Sleep said they would remit our credit card payment within 3 business days. Two weeks went by and nothing had been done. We are now disputing the payment with our credit card company.

It has now been more than two months and we discovered that the mattress was not put on our bed up-side-down. Now we suspect the entire mattress may be a reject poorly constructed. We paid almost 2000.00 for a mattress that should have been sold at an outlet mall.

Richard of Castaic, CA December 26, 2007

Dec 15, 07 bought Sealy king mattress set for out the door price (ticketed on bed set) 2499.99. Mr Chris Hyland "threw in" (his words) 2 sets sheets for "upgrading" to king set rather than buying the queen set we were interested in at that time. At time of delivery, I was given receipt with price total 2089.72. Kimberley called on the 26th spoke to John at 10:30 a.m. He told her that the "price difference was due to the cost of the sheets totalling 410.22" and thats why the difference in price. I told him about the sheets being "gifts" and that the ticket price was 2499.99 and questioned why the receipt given by driver was over 400 less...asking that my credit be reimbursed for difference since they claim to "beat anyones price or the mattress is free". John tried to tell me (1) that their drivers "dont know what they are talking about" when they give receipts; (2) I was unreasonable and that "if (I) you like what you got then why complain". He also tried to (3)liken my visit with his store like a visit to "In and Out burger" meaning you "pay the price on the listed menu" whether or not you like what you get or not; (4) he told me to come back to the store and could re-issue another receipt which would "remove the free sheets from the price of the bed and increase the mattress cost to reflect the difference in cost from 2089.72 to 2499.99".

I continued to tell him that I was NOT happy with the way they are doing business because of their claims to price match and keep us happy as customers.

I feel that maybe the driver did accidentally give me a receipt that I should not have seen but now that I have the paper in my hands, and have tried to rectify this calmly and to the best of my ability with a "manager", then they need to honor their claims posted on their website and on their commercials. What frustrates me is this: had this manager been more honest and told me that the price difference was due to some sales incentive increase or somthing similar, I cold have understood this. But to tell me that it was because the sheets were included in the 2499.99 ticketed cost of the bed and then to insult my intelligence beyond that is not good customer relations.

Rosa of Downey, CA November 14, 2007

On 2/10/07 I purchased a Miralux, Treasure CF mattress through Sit n Sleep located in Montebello, California. It was delivered on 2/14/2007. In 9/2007 I was turning over the mattress and I noticed many rips along the creases of the mattress. One rip was 15" in length. I contacted Sit n sleep's Customer Service Dept. for a warranty inspection. On 9/24 IBG, an independent inspection company came to inspect the mattress. The inspector only 2 pictures of the 15" rip. I asked the inspector to please take pictures of the before and after, but he said, the one 15" rip picture would be sufficient.

On 9/28 I received a letter from Sit n Sleep denying the warranty stating "No manufacturing defects associated with this set". Because this is a new mattress, I called Sit n Sleep and spoke to Shannon Siaoci, Customer Service Rep. to challenge their decision. Shannon then offered to file a second Claim. About 10/12, I received a phone message from Shannon Siaoci that the warranty was once again denied. I then returned Shannon’s call. Shannon said there’s nothing Sit n Sleep can do, but I can call the manufacture, International Bedding at 800.229.1005 located in Tolleson, Arizona. On 10/24, 10/26, & 10/31 I left messages for Wendy, Warranty Personnel at International Bedding, but never returned my calls. On 11/12 I was persistent to talk to Wendy, she stated that the material is not covered under the warranty and the inspection report stated it was damaged. Wendy identified damaged as done by me such as “hitting the mattress against a wall�. I told her I was 150% sure that I did not damage the mattress. She said there is nothing they can do and hung up.

On 11/12 I called Sit n Sleep and asked to speak to an executive. The operator transferred me to Angie Esteves, Customer Service Supervisor’s voicemail at ext. 1214, but no returned call. On 11/13 I called Sit n Sleep and ask to speak to Angie Esteves’ Manager. The operator then transferred me to Robert, Customer Service Manager’s voicemail, but no returned call.

On 11/14 Shannon Siaoci calls me regarding my claim. Shannon said there is nothing Sit n Sleep can do in regards to the warranty. However, I can purchase a second mattress at a discounted employee price. I told Shannon that I’m not going to pay for a second mattress let alone purchase anything from Sit n Sleep again and to please transfer me to a corporate executive. Shannon then transfers me to Angie Esteves, Customer Service Manager. Angie stated that the discount price is all they can offer me. I then asked to talk to Robert, Customer Service Manager, but she said that he was in and out of the office and would be difficult for him to get back to me. I then insisted. Angie then transferred me to Robert’s voicemail and left him a second message. As of today 11/14 I have no resolution to this matter.

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