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Maybe Sleepy's needs to wake up. The chain spends big bucks on hard-sell advertising to get customers in the door but doesn't do much to make them come back to do anything other than complain. A lawsuit by the New Jersey Attorney General doesn't do much for the chain's image, either.
Here's what the company suggests:
My name is Melissa and I am a Customer Relations Representative at Sleepy's Inc. It has been brought to our attention that you filed a complaint online and we would like to offer assistance to you. I understand this is a public website and ask that you contact me directly at customerrelations@sleepys.com and provide your account information so we may further address your situation.
We look forward to hearing from you, so we may expedite resolution to your situation.
What Can You Do?
If you have problems similar to recounted here, the first step is to write a factual letter to Sleepy's, outlining the specific problem and the steps you have taken to resolve it. Leave out the name-calling; be firm but polite. Then, propose a fair solution and set a deadline of 30 days, after which you say you will take other action.
Send the letter via certified mail, return receipt requested. Keep a copy of the letter, the receipt that proves Sleepy's received it and copies of all your invoices, credit card slips, etc.
If Sleepy's does not respond and resolve the problem, you can try any of the following:
- File a ConsumerAffairs.Com complaint. Companies hate seeing complaints on our site and will often try to resolve them. Also, complaints filed with us are reviewed by class action attorneys for possible legal action.
- File a complaint with your state, county or city Consumer Affairs Division. You can find them in our Consumer Resource Directory.
- Sue Sleepy's in Small Claims Court. This isn't as drastic as it sounds. It is inexpensive and you don't need a lawyer.
- Ask your attorney to handle it. This is the most expensive option but if you value your time highly and can afford it, it may be the quickest and most effortless.
A few of the more recent complaints ...
Darlene of Woodbridge CT (06/19/08)
We purchased a new mattress and boxspring in April of 2005 from Sleepy's. The salesperson, Chuck, after telling him I had a spinal fusion told me the mattress to purchase. It was too soft and it was returned for a fee of $500 for pick up, cleaning and restocking. The next mattress came and was firmer and better. The problem is that there is more than a 1-1/2 inch lump in the center of the queen sized mattress. I called Sleepy's and they sent out an inspector a few months ago who told me that I did not have the 5th leg frame on the mattress and to purchase it and then call Sleepy's again in a few months which I did and they would replace the mattress. The new frame did nothing for the lump in the center and it is very frustrating.
When I called them again they told me that it was mentioned on the warranty about the frame. They also said they would call me back and never did. The salesman did not mention it to us or we would have bought it. He said the only thing that would not be covered is stains on the mattress. The phone operator also told me if I decided to purchase another mattress, they would give me a good discount.
What a horrible business where there is no customer satisfaction. I saw the president on a commercial recently and would love to contact him directly and tell him what a horrible business he has produced. I will never buy another thing from Sleepy's and hope with the economy the way it is now that they suffer from the the retail market heading for hard times.
It is very uncomfortable having a mattress that had a lump in the middle. My back still bothers me whenever I lay in that area. The mattress and all the extras we purchased was well over $2,000.
Eric of Hanover MD (06/16/08)
I purchased a Mattress set offf the guidance provided by a salesperson. Went home, conduct my own research and determine the matress to be worthless. I quickly returned to the store and cancelled the transaction. It is 3 weeks later and I'm still fighting with Cust Spt to process the refund.
$1600+ is no longer available to me.
Josaphine of Pomona NY (06/04/08)
12/06 they delivered the wrong frame and I am still disbuiting. The matress is no longer supportive after 15 months. This process of teh mattress inspector is taking + 3 months
Carol of New York NY (06/02/08)
In October 2005, I purchased a king size pillow-top mattress and box-spring set, headboard, metal frame and the recommended mattress cover, from Sleepy's. This was the first 'new' bed I have ever purchased as an adult, and I was very excited about my investment. When I tested the floor model of the bed I purchased for comfort and support (I also test drove several other models), I was very impressed with how great it felt! It had all of the bells and whistles I was looking for: durability, great inner cushions and construction, along with being beautifully manufactured by a company, Sealy, that has been in business for many, many years.
I was very proud of my new purchase, and sleeping on the bed, for the first 1 1/2 years, felt like I was sleeping on clouds. I rotated the bed close to every six months, as was recommended by the sales man, and was something I would have done anyway. Six months ago (September 2007), I begin to notice that I was having backaches in the small of my back, on the right side. The pain was slight and intermittent, but soon escalated with intensity and frequency. When I would awake from my sleep in the morning, my back felt like, and still does, that I had slept in one position for too long during the night. I have to get out of bed slowly, and support my back with one hand while the other presses down on the mattress to give me support as I am rising up. I begin to suspect that the mattress was the culprit and started doing my own inspection of it when I am laying on it in various positions. I also pressed down on every inch of the mattress to see if the pillow top was losing its firmness. I saw that the puffy pillow areas are not as taut as they should be in some places, which made me question whether the mattress is providing me with the support it should be. Also, I have observed that when I am sitting on the bed to read or watch T.V., it sinks where my buttocks are (I am not an overweight woman), when it should be much firmer for a nearly new bed set.
Six months ago I brought the matter to the attention of a girlfriend who had also purchased a new queen size bed set from Sleepy's in 2006, and asked her if she was having any problems with her set. She said that she was and that her mattress was completely sunken in in the middle! She said she contacted Sleepy's and requested that they send someone out to inspect her bed. They did, and the inspector mailed her a report stating that she was eligible for a new set. She was given a credit/voucher for the amount she paid, which included a discount because the set was on sale, but she had to finance the difference of the new set (an amount somewhere in the neighborhood of $1,000.00), because the voucher did not cover the new price. She told me to call Sleepy's about my bed, and to ask them to send out an inspector to examine it for any problems.
Finally, I called them this past January. To my surprise, the customer service representative was very difficult to deal with. I explained to her the details of when I purchased my set, and that I believe my bed is the cause of the back pains I have been having for some time. She stated that I had already had one comfort exchange when I first purchased the mattress, which is not true. When the first set was delivered, the mattress did not look as deep as the one I laid on in the store. I called customer service, while the deliverymen were at my apartment, and told the representative that I wanted a new mattress for the aforementioned reason. The person set up a new delivery date for a replacement mattress.
As I recounted the previous situation to the representative, she kept repeating that I am not eligible for an exchange. I told her that I am because my set is still under the manufacturer's 10-year warranty. She was unwilling to accept that my back has been hurting due to the mattress being faulty, and kept insisting that I use terminology other than back ache and sagging mattress, to describe my problems. Finally, she relented and set up a date for an inspector to come out and examine the bed. The bed was fully inspected on January 31, 2008, by DuJuan Lopez, who works for Mattress Marshals, Inc. Per the representative's request, the bed linens were removed, except for the mattress cover. Mr. Lopez asked that I remove the cover, which I did. He laid a thin string that was attached to a ruler and a yellow plastic cap (one that would cover a can of spray starch) across the width of my bed and took pictures. The string was attached to an object, like a small pebble, to weigh it down. He raised the mattress off of the twin box springs and stood it upright on the floor in my bedroom. He then took pictures of all four sides of the mattress.
I, too was doing an inspection, and that was when I saw tears in the fabric along the sides of the mattress, which appear to be rotting. I had never seen them before because the mattress has been completely covered since I have owned it. Aside from rare visits by family members who live out-of-town, I am the sole user of the bed. He affirmed my observations and took pictures. I received an inspection report from Sleepys around February 14, which stated that I am eligible for a replacement box spring that is sagging on the right side. I sleep on the left side of my bed, so how can the right side be defective?
I was taken to the emergency room on March 19 by EMS service because I was having horrible back pains and could not walk! I was put on pain medication (Percocet, et al), and now I am scheduled to see an orthopedic doctor on June 10. I want to know if I should accept the replacement box spring set from Sleepys or if I should refuse their offer and seek legal advice. Please help! Thank you.
Erin of Harwinton CT (05/15/08)
My husband and I spent over $500 on the Comfort Pillow by TemperPedic. The pillows are like sleeping on sandbags. They claim they mold to your neck, but both of us wake up every morning with neck pain. We thought maybe they just needed to be broken in but its been 3 months. They also seem to be diffrent then the same pillow we tried out in the store and fell in love with. When I called the company to question an exchange or refund, they told us they wouldn't because it is a personal care item. However they made it seem like they had a more than generous return policy as with the mattress.
Neck pain, Expensive, no refunds or exchanges
Thomas of Clinton Corners NY (05/10/08)
We thought that Sleepy's was a reputable company to deal with, and foolishly approached our purchase with considerable trust. Sharon, the salesperson in Poughkeepsie, NY, seemed pleasant and helpful, but we realized later that she hadn't bothered to inform us of enough points about innovations in mattresses and available options that we should have been made aware of. In fact, some things were actually misleading. Although she claims that the mattress we purchased is the same as the one we tried in the store, the feature of not noticing your partner moving in bed, which was admirably tested by us and shown to hold true there, was not the case for the one delivered to our home. We tried the same bouncing and turning motions and found it to be quite different. I can't help but suspect that there are differences in the store mattress for demonstration purposes.
Moreover, having been informed that we hadn't bought a mattress in twenty years, that I was soon to be 65, and observing that I was short in height, 5'2, our salesperson should have informed us of the low-profile boxspring to maintain the usual height of our mattress. Once delivered, when we entered the room, we were not only shocked by the elevation, but also how ludicrous it looked so high against the headboard and footboard of our bed. We called within a day and were informed that we would have to pay another delivery fee for an exchange to a low-profile boxspring. Ridiculous as it sounds, the exchange delivery would have been free had we told the deliverymen not to leave it because of the height, rather than calling after they were gone. Bear in mind, they would have to do the same thing in either event: remove and return the boxspring and bring the replacement. Oh, and had there been a smudge of dirt or a fingerprint, free new delivery!
In this and other explanations, they hung their hat on ridiculous technicalities to justify their bad customer relations. Furthermore, the mattress seemed to have been made wrong, with the bottom (foot of the bed) elevated about 2 inches higher than the top (head). You could also see where the material that was supposed to be part of the bottom of the mattress came up the side at one corner and kept the mattress from sitting correctly. All I can say is, it looked sloped. $2,000 is not an inconsequential sum to pay, and since we would be using the mattress for at least the next ten years, I expected the best quality when I chose the best in the Simmons Beautyrest line.
They promised to send a mattress inspector to determine if our mattress was defective, but on the scheduled day, instead tried to send a set-up team (aptly named) who called on the phone first and said we were scheduled for a delivery but they were simply going to correct the way it was set up. I think they asked if that's what we were expecting because they'd seen how upset we were when they re-delivered the boxspring. I told them no and they had Sleepy's call us. By this time, we'd had so many phone runarounds that I finally vented my anger and told them I was not only taking them to Small Claims Court, but notifying the State Attorney General about them. I was furous and they knew I meant it. I had already taken photos from every angle to bring to court!
Suddenly, at that point, I was very sweetly told, Oh wait, I see here that you just purchased the mattress. We don't have to go through the warranty process during the first 30 days. We'll send an even exchange with free delivery. Yes, they exchanged it, but it was only after a nightmare of angry calls and then finally threats that they knew I fully intended to follow through with. Since then I've also found a long list of complaints in reviews about them. After our experience with them, I would not recommend Sleepy's to anybody. As someone recently told me, and what Sleepy's should realize, is one complaint has more impact than ten compliments! Knowing now how helpful reviews can be, I certainly wish we had checked them!
Georgiette of Passaic NJ (04/26/08)
I bought a Kingsdown Queen matress for $1400.00 on 4/12/08. It was delivered as promised and on time on 4/13/08. it is a beautiful and noce mattress, but too soft. It gave me a backache. I tried it again, woke up with a backache.
Went back to the store, was informed that I had to pay $380.00 to have it exchanged. This was not the guy sold me the mattress. He asked if I had been informed of the additional price upon purchase. i said no. He said come back tommorrow when the guy who sold you the mattress is actually here, bcos there is also additional 79.00 for deivery, and press your case bcos they didn't tell you of the extra charges. The guy who actually rang up the price nad told me he was the manager is actually only there on Saturdays.
I call the next day and speak to the salesman I dealt with. he says the exchange has to be approved by their 1-800 number. i call the 1-800 number. Girl asks me if I read the back of the form i signed upon delivery. somewhere buried in all the writing it says you have to pay $249 extra for Queen mattess. This is at the back of the paper. When the delivery guy hands you the paper, you sign the front, which asks you to sign to 3 things; 1) you are authorized to accept the deivery 2)you have inspected the matress, and 3)it is in good condition. Nowhere is it even suggested that you are agreeing to the exchange price. I really regret dealing with them. Take my advice. stay away from Sleepys or you'll be sorry.
I have a $1400.00 mattress that i cannot sleep on bcos it gives me a backache!
Haydee of New York NY (04/21/08)
A few months back I entered a Sleepy's showroom in Coop city Bronx NY. I spend some time in there choosing a mattress that was best for me. I was looking for a pillow top as well for a thick mattress. I finally decided in the mattress that I wanted. I made a deposit and I was waiting on my temporary move so I could finish the purchase (my building is being renovated and my neighbors and I will be temporary out). A few days later I was at another store and the sales person there indicated to me that she could get me a cheaper price on the mattress that I selected at Sleepys. She showed me what they had and she said due to the fact that I was going to need new furniture and new beds for my family and when I moved back home that she can definitely work out a deal with me. I saw the pillow top she was offering and I cant remember the name but it was thick and it was a comfortable Queen Size pillow top.
I then went back to Sleepys and told Peter (the sales man) that I needed my money back because I was going to get the mattress some where else he assured me that Sleepys can match this offer and that he will adjust the price in my original order. At the time I didnt have my receipt with me so he looked up my mattress purchase information with my phone number. He printed out the receipt and said that my discount has been applied to my order. I trusted him I didnt know that what he did was change my original order. I never went in there to change the mattress I went to get my money back. I was never aware that he did that and I trusted that when I told him I didnt have the receipt that he wasnt going to change my original order. I believed in the sleepys honor system , as stated in you mission statement, Our sales force will exemplify professionalism, Honesty and integrity and knowledge at all times? Instead after this situation I feel like they have con me. He was untrue to me and very deceiving. Due to the fact that I was back and forth the day of the move I left my sister at the apartment waiting for the mattress to be delivered because I was taking the rest of our stuff to a temporary storage. When I got home I realized that this was not the mattress that I had paid for.
I called Sleepys and told them they delivered the wrong mattress the operator that I spoke with told me to go back to the show room and she what my selection was because maybe there was a mistake done when placing the order. I told her I lived far away from the show room so I would have to go in the weekend. She said thats fine you are still under the 28day. When I was finally able to get to the show room this past Saturday (A week late from the delivery date) I realized that the sales person had changed my order. He wasnt there at the time instead the sales person that was there gave me the 1-800 # to call. When I called I explained my issue Tiffany which was the operator that picked up told me that there was nothing that she could do I would have to go back to the show room. At this point I was upset. I told her I have things to do. I trusted that you guys can be trusted now because a sales rep decided to change my order I have to be inconvenienced. How unfair is that. I was wasting time, energy and most of all gas which just went up and I live far from the show room. Not to mention that I left my kids with my neighbor?.
I asked to speak with a manager she tells me there are no manger there. When I questioned her and said Sleepys is so big you are telling me that there is no type of supervision or no one that can make decisions to help paying customers? She then put Trudy on the phone. Again I explained the situation she told me she will call me back. Peter called me and he was telling me that I changed my mattress to a Serta Bellflower. I told I never did such thing. I went in the store to get my money back he convinced me that he could make an adjustment on my purchase and thats why I stayed as a Sleepys customer. We went back and forth and he said theres nothing I could do for you. I was so upset. Nothing you could do for me? I trusted you I never told you to change my order and instead you took it upon your self to assume I was going to get a cheaper mattress and now Im stuck with a mattress that I didnt choose. What happened as stated in you mission statement Every customer is our #1 priority, and our most valuable asset?.
Trudy then calls me back and tells me that there is nothing she is going to do and what the sales person said was what happened. I told her if you dont have the authority to rectify what just happened. I understand to please let me speak to her manager. She then said to me I have the authority Im just not going to do it, David Harley is my manager and he will not do it either?. That was a total disappointment. I never thought that in such big company you will get such poor service. I never thought that sleepys would prefer to lose on an ongoing customer on the strength of not performing a proper customer service technique. I would think that a happy customer no matter what the amount of the purchase will be the one to come back for more purchases. You dont push a way a paying customer. After this experience with Sleepys I will not be going back. I still have to buy my families new beds when I go back home. I will be going some where else because what they have done is unjust and unfair. Please help, I would greatly appreciate it. I have not used this new mattress it is still in its original package and Im sleeping in an air mattress because I thought this situation was going to be rectified sooner then this. I thank you in advance you your rapid help in this situation.
I have spend time and money on phone calls and gas going back and forth. I have left my kids with nieghbors and I have total felt betrade.
Althea of Bronx NY (04/13/08)
On 03-31-2008 My partner and I walked into this store to purchase a mattress. The sales rep Amy took us to a machine to monitor our bodies for a tempurpedic mattress. Everything seemed great. She then walked us over to the different mattress' from 8 to Deluxe including pillow top. I tried them out and felt good with the one that vibrates. She then insisted if we were going to take this we should take the remote control portion also for an xtr $1,500. We discussed it and since we had 21 days to decide on the purchase we took it. We were never told by Amy that the box spring was connected to the remote unit and was non returnable otherwise we would have never taken it. (Common sense if we decided to return it what would we do with an additional box spring (remote along with a regular mattress and box spring)
So after a couple of uncomfortable nights on this temperpedic mattress - back pains, sweats etc.. I called the store and was told I should give it a couple of more nights before making a decision. I said I dont want to wait till 21 days and can't make an exchange or get a refund that would pass my time. We then decided to go to the store ourselves on 04-10-208 and speak with Amy, she was not in that day and had to deal with Mr. RB683 sales rep #. He was very nice and informed us of everything that Amy didn't. Too late now according to him we could not return the Temperpedic box spring but could exchange the mattress?? (MMMM)
He then let us try out various mattress' and explained thorougly all too late again. At that point with so much aggrivation chose the Perfect night queen set. They said it would be delivered 04-11-2008. I already was set to go out of town the 11th at Noon time. According to them I had to eat the $1,500 for the motorized box spring and just purchase another unit. Arriving back home on Sunday 04-13-08 and having no bed to sleep on then no choice but to file a claim against Sleepy's (seems they have many complaints against them after my research) I am still trying to resolve and or get some closure to this. Help needed here sleeping on an inflatable mattress until then.
No bed to sleep on, $3,000 in a hole. Very discusted with them. Still have that boxspring in my home (motorized) can't use without mattress, back pain, sweats and loss of sleep, we feel as if were staying up at night and suffer at work. I wish to resolve this issue. Don't want to deal with Sleepy's. My lower back is worse than ever and my partner has pain as to which had to go to a doctor and get back pain medication.
Geraldine of Blue Point NY (04/01/08)
On 11/5/07, I ordered a Miralux king size bed, extra long twin mattresses. My husband and I weren't happy with them, so we did a comfort exchange. Which we were told would cost us $395. What they failed to mentioned is that you had to pay retail price on an exchange. We decided to go with a Sterns and Forster king, again extra long twins. We ended up paying $4,101.15, which is now their retail price, no discounts. The problem is we have gone through four (4) mattresses since December because they sag in the middle after just two (2) weeks use. We are in the process of getting two more extra long twins. I have called Sterns and Forster and tried to tell them there must be a defect in the way the extra long twins are being put together. They say there is nothing they can do. We have picked the top of the line in Sterns and Forster's mattresses that Sleepy's sells. There is nowhere else to go, but downgrade at a considerable loss of money. Is there anything I can do to either get my money back from Sleepys and go elsewhere or get a mattresses that doesn't sag? A sag is considered industry wide as a 1 1/2 sag, ours is 2 1/2, which, of course, gets worse as you sleep on it.
I now have sciatica of the back thanks to these mattresses.
Tara of Glen Cove NY (03/27/08)
I ordered a $3600 Kingsdown queen sized mattress from Sleepy's at the end of January to be delivered at a later date to a home that I am in the process of purchasing. When I went home, I realized the credit card for the financing on the bed through GE would be delivered to a new address which I did not live at yet. I immediately called the store manager and he promised me that he would contact the creditor GE and advise them to have the Credit card sent to my temporary address. I asked him if I would receive a confirmation or anything proving he was going to have this changed-he said that as the manager of the store, I should take his WORD for it. Yeah right!
Well, I had to cancel my order because I found out from friends and relatives that Sleepy's has a bad reputation and I never even received the credit card. I spoke to Sleepy's Customer service and they told me the Credit card was delivered to the address of the home I did not purchase after the manager promised me he would take care of it. If I didn't already cancel my order, I would have then. They were overpriced and this particular manager needs to be fired! He lied, did not help the customer at all like he promised.
I am not going to recommend Sleepy's or use them EVER!
Sonya of Hagerstown MD (03/16/08)
The first matttess set was delivered damaged on 03/09/08. I indicated to the delivery person that there were black marks and holes on the mattress as well as the box spring. He made a call to arrange a replacement and indicated that he would pick up the first set when he returns with the replacement set. The second set was also delivered damaged on 03/16/08. The set had black marks and a rust stain in the image of the coils on the mattress as if it had been wet at some point. I indicated to the driver that I did not want this set either. He called his supervisor who informed me that the driver could not take both beds because he only had paperwork for one. I called Sleepy's customer service and was told that I could not have a refund because I accepted delivery of the first bed. I informed her that I did not accept the bed, but the driver left it indicating that he would be the same delivery person for the next visit and would pick up the damaged bed on the second visit. The customer service representative put me on hold. When she returned, she indicated that the district manager said that I could not have a refund--only an exchange.
I asked if I could speak with him (Mr. Brown), but he was not available. I called customer service a second time to ask if I could exchange the Sleepys brand set for a higher quality brand. I was told that I would be charged $250 to do so. The only resolution they would offer was to send the same bed on a third delivery and ask the warehouse manager to check the product prior to delivery. Since I had already wasted two Sundays waiting for delivery of two beds that were in poor condition, I did not want to trust the quality of any Sleepys product or waste another weekend waiting for delivery. Each time, I was told that I could not have a refund simply because the driver told me that he would not take the first bed back until his second visit.
Stuck with poor quality merchandise.
Dalia of Brooklyn NY (03/15/08)
I ordered a Body Blend set. When I received it, I was not happy with the mattress and I returned to the sales representative. His advise was to give this computerized selected mattress some time for my body to adjust since no customers had complained about these sets. I followed his suggestion which caused me to go over the time for exchanges. Customer service provided the option of providing sales of another set at a discount rate. This to me did not make any sense since now I have a king size mattress set for $3,000.00 that causes me to have back pain. Their customer representative was clever in talking me into extending time for their benefit and now I have to find a way of buying another set so that I am able to get some comfortable sleep.
Lee of Lafayette Hill PA (03/12/08)
I am having the same issue with Sleepys/Kingsdown. I spent $1500 on a King set. Within a few months, the mattress visibly sagged. My back began to hurt. We finally got an inspector out here who must have doctored the report to claim that our bed only sagged an inch. It needs to sag 1- 1/2 inches to qualify for an exchange. When I measured the sag it was at least 2 inches. The policy is that I have to wait 60 days before another claim. I think the inspector will claim to find mold or a rip, voiding my warranty should I monitor his measuring this time around. On one of my several phone calls to 1-800-Sleepys, I asked a rep how many mattresses actually have been replaced? She answered several. After thousands of failing mattresses they have replaced several. If there are any class actions, please let me know.
Lower Back Pain, Have to purchase a new mattress.
Patrick of Columbia NJ (03/09/08)
I purchased a mattress at rockaway bedding. It was defective, so I arranged with manufacture to have mattress replaced by sleepys, since rockaway bedding was no longer in business. Sleepys came to my residence to inspect mattress and agreed to exchange. When it came for time to deliver, showed up at my residence and delivery person states, "I can't take that mattress. it's all @$#% up!" I say they know about it, you are correct in what you see it is all messed up, but now they refused to exchange for what was agreed. An attorney has been contacted and I will pursue a civil judgment against this company and the manufacture, Sealy mattress company.
This was purchased eight months ago, and is not resolved. I now have a herniated disc and several other ailments including insomnia. It is very hard to work when you can't sleep well due to your bed.
Mel of Brooklyn NY (03/09/08)
I bought a bed for about $150. It was sent and on day 1 it was defective, but the assembly man tried to cover it up. After 6 months on a creaky, unstable bed, I finally took it apart myself to identify the problem. There was a defect that made it impossible to use some of the screw holes necessary to put the bed together. I called Sleepys and they said that they would send a new part out to me. Not wanting to have to wait around for a delivery man, I offered to walk the old part down to the show room that's two blocks away and pick up the part at the showroom when it arrived. They said that was unacceptable and they would have to deliver it to my place. They also forgot to tell me that there would be a $90 delivery fee for a part that weighs about 3 lbs. The part is a 1X 6 X 4 board.
I called to complain and got the delivery fee reduced but it was horrible. The whole experience makes me sick and I will never do business again with such an impractical company that cannot seem to do what common sense dictates. Think carefully about buying from a company that cannot do simple things to save themselves money. If that's the kind of company youre dealing with they are eventually going to pass the costs of their stupid decisions to you through prices, or hidden costs like $90 delivery fees to replace defective parts.
Unnecessary delivery fees to the customer for manufacturing defects.
Roger of New York NY (03/04/08)
One day I was in Brooklyn, New York, and I look at the store name Sleepy`s with some fine mattresses. I look very well, and one employee stood by me and wondered if I wanted to buy a nice mattress for comfort. They claim they have a good tech to find out which mattress will be suitable for me, because I have had a spine surgery not even two years ago. One Tech had me lie down on a mattress for testing, and he said that is definitely the one I need for better lower back support. The price was so high, and I told them I am on disability due to my operation, and I could not afford to pay over $3,500.00. The store rep told me they do have store credit, and they will work with me. He made a couple of telephone calls--to one of his partner in crime.
Eventually the mattress came down to $2,199.00. But the mattress was supposed to come with a comfort cover and two free pillows; none was given to me because I paid a lower price than the asking price. Then I was asked for my drivers license and another form of ID, they called and made the credit arrangements. That employee called back and made sure it was full credit for the mattress purchase being cover by their credit card. I have been told that I have lifetime warranty; if there is any problem, they will come to pick the mattress up and possibly charge about $200 for pick up. I disagreed with them that I'd have to pay that amount of money and will be charged for anything thereafter, under the lifetime warranty.
What eventually happened, is that on August 2, 2007, the mattress was delivered and set up. About a month later, my back hurt worse, and the mattress had started to sag. I took medication to help me, and a few months later realized the mattress was really bad for my spine. So I called the company and they set up an appointment for someone to come and inspect. The inspector came on Feb. 4, 2008, and he took a photo and said there is damage, and they would send me a paper copy. I thought Sleepys would exchange the mattress for a new one. The company ended up claiming nothing was wrong with my mattress. They recommended just rotating it more often.
I checked online for a better temperpedic mattress and found one for $1660 which came with two free pillows. I pointed this out to Sleepys; they said they never do price comparison nor refund any money on a sale product. They then said they'd give me $1000 as a courtesy against their comparable bed which is $3600. This means I will have another financed amount for $2600--besides paying the rest of the $2199. This would mean I would owe them $4100 (since I've already made some payments). Sleepy`s should never have any license to do business anymore. I even asked them to simply take back the mattress, but they refuse to accept my request as a victim of circumstance.
Sleepys also withdrew three payments at once, causing overdraft charges on my bank account. I will be seeing my doctor again next week, and I will know more what is going on with my back due to the terrible mattress.
Charlotte of Hauppauge NY (02/26/08)
Less than two years ago my husband and I bought a new bed from Sleepys for about $1,600. Within a year it started to sag and was raised in the middle. If lying on it you literally felt as though you would roll off. We contacted Sleepy's and they sent an inspector. He said that there was something wrong with the mattress and it would probably be replaced. When we contacted the company they said that the sag had to be 3 inches and it wasn't enough to replace it. They also said it was our box spring, our frame, etc. We insisted that the bed was structurally falling apart and needed to be replaced, especially since we hadn't even had it two years!
The sent an inspector (the same one) out about a week later. The sag was not 2 1/2 inches and he once again reiterated that the bed would be replaced. When we called the company they said there was now a small stain in the left corner which now voided the warranty. We argued that a week prior there was no stain and that was when the problem was documented but they could care less and told us (after much arguing) that they would give us a discount on a new bed. I believe we shouldn't pay a dime. Who buys a bed for 1,600 dollars and less than two years later has to buy another? This is a disgrace and the company should be held responsible.
My husband is in law enforcement and has three slipped discs. It got to the point that he could not even sleep on the bed anymore. The company had us at their mercy because we couldn't afford a new bed and we needed one. We then went to their store and had to buy another brand new bed for 1,500 dollars (that is their so called discount). Therefore in less than two years we have spent almost four thousand dollars on two beds. How can a company be allowed to treat their customers this way? The only reason we purchased another bed from them is because we couldn't afford to go elsewhere. Since they were so generous to give us a discount after they sold us a bed that I wouldn't let my dog sleep on. This company guarantees everything until you actually own its merchandise. They should face some penalties for treating their customers as such. We would like our money back for our second mattress. They should foot the bill for selling faulty merchandise!
Jose of Hillside NJ (02/24/08)
I purchased 2 mattresses, 1 twin and 1 full. Both came with box springs and they're both the same mattress. The mattresses are terrible, I mean TERRIBLE, I could not spend one night on either one of the mattresses. Then I tried to go and return them, but they told me there was a store policy that I had to pay $149.00 to return the twin and $249.00 for the full and I was not told that when I purchased these mattresses. I was never given a policy letter until after it was already signed. No one explained to me anything about what was in the letter that I signed, and I can only read a little English and wish that someone had told me about everything that was on the policy letter before I signed it. If I did return the mattresses with their current policy, I would be paying over $400.00 and then still have to purchase 2 mattresses. That's just not right, that's taking money from people who try everyday to make a living. I just want someone to PLEASE! help me, and I wish I would had had someone to help me when I went and make my purchase, but to go and pay back the fees that Sleepy wants to return the mattresses, I just can't afford it, thats just TERRIBLE!
To begin it all, my delivery was not even on the date they told me it was going to be sent. It came 3 days later. No one called, I didn't hear from anyone, and I had to make that phone call. I threw out my mattresses on Tuesday night and was left sleeping with no mattress for 2 days. I can't believe how a big company can do something like this and how they treat their customer with no explaining on what they are purchasing. I hope someone will read this letter carefully and look into this matter, and help me out in getting my credit card adjusted, that's all I'm asking for.
When I slept on the mattresses, both of them go deep inside in the middle and the sides go up when I sit on the bed. I wake up with back pains, I hear and feel all the springs, the mattress is just TERRIBLE! It should be recalled from the company, and right now we are sleeping on the floor because we can't deal with the pain this mattress has caused us.
Greg of Manchester CT (02/22/08)
I bought a new mattress and asked the salesman if I didn't like firmness could I return it? He explained it would cost $59, and I said that's okay. I proceeded to do paper work. I paid cash and picked up said mattress and saved $80. Two days later, I called Sleepys' 1-800 number, and the lady claims I can't return the mattress without paying $250.00 and a pickup charge of $59.00 dollars. The lady says I should of read fine print on consent form before signing it . The form for mattress pickup stated 3 different charges if customer isn't satisfied with product. This should have been told to me buy the sales person, and at that time I would have left the store and gone to Better Bedding, next door. Their policy says 30-day guarantee or money back.
No answers from Sleepys' management, and I'm stuck with $1200 mattress. Thanks for listening.
Margaret of Springfield PA (01/22/08)
I purchased a queens down mattress for $3,000.00. It is sagging and very uncomfortable. They say it is "me". The box spring squeaks. They say it is the frame. I've been going back and forth for 1 year. They are terrible to deal with. I have back problems, and this is a terrible mattress. I just gave up and sleep in another room. They should be closed down. I have heard so many complaints about this store, and they do nothing to help.
I cannot sleep on this mattress, and I am still paying it off. Terrible way to do business, and the consumer suffers. Not fair, and something should be done about it.
Jeffrey of Hamilton NJ (01/21/08)
I purchased a $2,500 Stears and Foster mattress from Sleepy in June 04. A few months ago a hard ridge of material formed on the surface on the diagonal. I called Sleeps and they sent an inspector. The inspector agreed there was some major manufacturing defect in the mattress and would send a report. I got a call back from Sleepys and they said even though I had five Slats under the box spring , the warranty was void because I had no center legs underneath the slats. The inspector had indicated that the ridge of material on the surface was not caused by the structural support of the boxspring but was a manufacturing defect in the mattress.
I'm facing disruptive sleep patterns, aggravation and financial burden in replacing $2,500 mattress after 3 years .
Barbara of Islip NY (01/20/08)
Expensive mattress purchased (Sealy) and it is now 3 years old--and I am sleeping in a hole. I am having all kinds of health problems from it-- being crippled by it. I had 2 inspections. On the first one they replaced the box springs. It didn't help. After the second inspection, I waited 2 weeks for their answer, and they called me Christmas eve afternoon to tell me their inspection shows the mattress is up to standards. Well, their standards are pretty bad since I am sleeping in a hole. I emailed the website, and of course I have heard nothing. They are evil. How dare they call on Christmas eve? I was so upset; they seem to do it on purpose!
All I want is a good night's sleep. I work full time, have 2 small children, and am exhausted when I hit the bed-- and I am always dreading sleeping in it. I cant help but believe they re-condition old mattresses. How can this be after only 3 years?
Richard of Seaford NY (01/13/08)
We purchased a mattress for $2,600 (Dormo Diagnostic) platinum package mattress with a supposed lifetime warranty on February of 2004. We have had deep grooves in the bed for the last year and one half, and I decided to stop by the store to advise them of the malfunctioning mattress. I was told to call the 800 number to schedule an inspection. Several WEEKS later a gentlemen appeared with a long plastic stick, a laptop computer and a cardboard key type device which he slipped through this long plastic stick to get a measurement of the dipping mattress.
A few weeks later we were advised by Sleepys that there was not enough of a dip and that the sagging was only an outline of our body images and this was normal. THERE IS NOTHING NORMAL ABOUT A COMPLETE GULLY ON BOTH SIDES OF A MATTRESS WITH A MOUNTAIN IN THE MIDDLE! Growing up I slept on the same bed for almost 28 years without any problems whatsoever. We are at our wits' end! This is a very large amount of money we spent for a mattress and feel we should be financially reimbursed. I will never purchase anything through Sleepy's again! We now argue about sleeping on couches rather than in bed.
Lorraine of Brentwood NY (01/12/08)
My mother ordered a daybed. She was told that the delivery men would remove the old futon that she was replacing. It was a father and son team. I guess they sub contract their deliveries to whomever. Anyway, the father couldn't speak straight English. He was mixing Spanish and English when he communicated with my mother. My mother could barely decipher what he was saying. She even offered $20 for him to remove the old futon (had already paid $80 for delivery charges). He laughed in her face! He was rude, and it seemed liked he did not want to be bothered. Needless to say they did not get any tip at all. Usually it is customary to tip in general. But my Mom was so angry she just said goodbye and shut the door.
I tried to call the Sleepys to find out the delivery company that was used so I could call and complain directly to them. I was told that I was not allowed that information, it's Sleepy's policy. Why is it that they can know where you live, come in your house, and treat you nasty and you can't even know where they are from? My mother is 70 and has not been feeling well. This experience was the last thing she needed.
Justine of Villas NJ (01/03/08)
We purchased a queen size Kingsdown mattress in November, 2007. In 29 days we noticed a sag, and large hole in the center of our mattress. It is so large that you need to pull yourself out of the bed from the sides. We complained to Sleepy's about the defective mattress and we were told that the warranty was up in 28 days, not 29 days. We went to the store to speak to the saleperson and he offered a credit of $250 towards a purchase of a new mattress, however, we would have to pay $250 for a disposal fee for the damaged mattress. We told him that the mattress is damaged and would like it replaced. We also stated to him that it was not the same mattress that we tested on the floor. That day the problem was not resolved and the saleman was not helpful in anyway.
We then called back to demand a refund and to speak to a supervisor that could help. The supervisor then said that we could have an inspector come and check our mattress and measure our hole in our brand new mattress. Later that day, Sleepy's called back and said that they do not inspect when it is due to a comfort issue. My husband then stated that he will have to contact Consumer Affairs to handle the situation if they could not cooperate with us. She then changed the appointment and we finally had an inspector come to our house. We have not heard from Sleepy's since the inspection. My husband and I are disgusted by the whole situation. We are practical with our money and we try to make the right choice when it comes to big purchases. We looked for the better deal and tried several mattresses. We took weeks to finalize our purchase because we knew it was a lot of money to spend. We believed that this company would be more careful and responsible with their consumers since there were so many law suits filed in past years. We were wrong, they are still the same from 2003, 2004. This company is still giving damaged merchandise and guaranteeing nothing to satisfy the customer.
My husband and I can not share the same mattress since we both fall into the center. So, now we take turns on the couch because our lower back pain is so tremendous in the morning. Plus the fact that we have lost $800 gives us a lot of pain too. That is a large sum of money that we worked hard for and was just handed over for nothing.
James of Bridgeport CT (01/02/08)
Sleepys delivered me defective merchandise once and I told them then that the bed has a big hole in the center and they gave me anothere USED bed. I have some serious back and neck pain due to that other Used bed. They had someone come to my house to inspect it and she said it a manufracture defect and they still haven't contact us . I feel mislead by how they advertised their products.
Jennifer of Medford NJ (11/29/07)
On 11/17/07 my husband and I purchased a Sleepys deluxe queen split bed. Before selecting a mattress set we explained to the salesman I had a serious heart condition and needed a bed to help raise my head up and that helped with circulation in my legs.They didn't have one to try; instead the salesman had us lay on another bed and said it was the same. The bed was delivered 11/18. That was the first night we slept on that bed, and it was AWFUL! This bed was two separate twin beds (not even attached) so at night when you move so does the bed. There is a gap down the center of the bed, so if you roll over your legs get stuck in between the mattresses.
On 11/19 we called the store and were told we had to sleep on it for 2 weeks to let the mattress adjust. That didn't solve the problem with the gap nor did the mattress suddenly become comfortable. We were told to come in and choose another mattress, but WE CAN'T EXCHANGE THE BASE! It was an expensive mattress, and when we tried to exchange it they didn't want to give us credit on the difference between the two. They asked, "Don't you know anyone who needs to buy a mattress to use up the difference?" We were also told we could bolt the mattresses together to fix the gap. Spend $6718.52 on a bed and bolt it together!
I've called Sleepys a number of times without any luck, spoke to the district manager--you name it. This company is a RIP OFF! Consumer BEWARE. This company doesn't even care that we are not happy or our call the day after delivery. All they care about is the money. That salesman knew why we were purchasing that mattress to help my heart condition and now look. The bed is so uncomfortable I've put my old mattress in my living room to sleep until we figure out what to do next. DO NOT BUY FROM SLEEPY'S MATTRESS. YOU'LL NEVER REST THE REST OF YOUR LIFE!
Boris of Hillsborough NJ (11/12/07)
My fiancee and I purchased a queen Temperpedic set from Sleepy's Mattress in June, 2006. The mattress did not feel right almost instantly, and Oleg the sales person from East Brunswick Sleepys had told us to sleep on it for a longer period of time--the mattress needed to be broken in. So we slept on it, and after 90 days had passed the mattress was sagging and defective. However at this point Sleepys would not do anything; Tempurpedic had to replace the mattress. Then between a period of 3 to 10 months after we used the new mattress the box spring began to squeak, and the bed sagged once more. Upon asking for a refund I was denied.
All correspondence with Sleepys has resulted in a chuckling statement of "We don't do refunds or returns", by customer service rep Rosalina, and then reaffirmed by manager Cheng that Tempurpedic is the one to do refunds. Upon contact to Tempurpedic, they state that Sleepy's is the one to do refunds. This is the second bed that has gone bad, and now the box spring is defective as well. The memory function of the bed is non-existent and there are dips in the bed about the size of a quarter. The box spring makes all kinds of interesting noises. Most importantly my back and neck area are in pain, and I cannot get a good night's sleep, which is not what the bed claims to do. I have pictures and records of everything.
The mattress and box spring cost $1750. Loss of pay to wait for delivery of new mattress cost $70. The cost of lost sleep and back and neck pain...???
Beth of Bernardsville NJ (11/05/07)
I ordered a Sleepys mattress 2 years ago, and after about a year it started to sag. It is a Chatham and Wells bed, very expensive and high quality. Now the sag is extreme, and I wake up in pain. Apparently the inspection process with them is a scam as I have had no results from a 'test' they came to take. I am out $2000 and have had to buy a new bed for $2000 somewhere else. They should be exposed!
Monica of Oceanside NY (11/03/07)
In July, 2004 I purchased a Nature Rest Caress king size mattress from Sleepy's in Oceanside N.Y. Since I had purchased the bed I was currently using only months before, I was reluctant to just throw away the box spring and frames. I went to Sleepy's to see what they could do for me. They reassured me that it was not my box spring and frame but rather the mattress that was the problem and proceeded to show me their version of the Temperpedic mattress. It seemed the perfect solution AND it came with a ten year warranty against sags. (I should add that because the mattress is snow white they also sold me a $60.00 mattress pad to protect it.)
Well, here I am only three and a half years later calling to enforce my warranty as the mattress is now sagging on both sides and has a hill in the middle. They sent a man out to inspect it. After having to completely upset my bedroom so he could lift it, measure it, take pictures of it and whatever else he did, I finally hear from Sleepy's telling me that they will not honor the warranty because of an almost invisible, small off white stain. The mattress top is pristine otherwise! And when I told the manager that I had looked up Sleepy's and found numerous complaints against them and that I would be adding my experience to them, he told me to "look up Wal-Mart--people complain all the time!"
Since it is very difficult for me to make another purchase of this size, I foresee only more pain in my future. What little relief the mattress afforded my back pain in the first few months after this $1535.00 purchase, has long since evaporated. The headache I've gotten from frustrating, endless holds, run-around phone calls and rude service managers who couldn't care less will be with me for some time to come.
Elizabeth of South Orange NJ (10/23/07)
Sleepys delivered a different mattress from the one I ordered. I noticed it a few hours after delivery. They took it back and agreed to issue a refund the next week. That was 3 months ago, and the credit card company has received no credit. Sleepys accounting department only can investigate this, and they will not talk to customers. The accounting department has not responded to the customer service inquiry about this according to their records.
I'm out $1650 with situation pending.
Patricia of Farmingdale NY (10/11/07)
I purchased a kingsize Kings Down mattress in April 2006. The mattress offered no support and my husband and I fell into a valley. It became hard to move or turn over. We went to the store where we purchased the mattress and the manager sent a representative to our home to examine the mattress. He found that the boxsprings were defective and ordered a new set. The manager Bob G was in the store and he promised that he would replace the mattress if the boxspring replacement did not solve the problem. Since then we have written letters to the CEO of the company and sent emails,but have not gotten any replys. It is a year and a half later and the company just ignores us. This was an expensive mattress and we were loyal customers of Sleepys for many years. We would like to resolve this problem with a replacement mattress of equal value.
My husband who has a bad back no longer sleeps in the bed and therefore we do not share a maritial bed at this time.
John of Cornwall-On-Hudson NY (07/30/07)
After I was scheduled for back surgery I stopped in and ordered two 80 x 30 mattresses. I needed them to rest on before and after the operation on my spine. Two days in a row, after my wife stripped my old bed, they delivered the wrong size mattresses. Their deliveries were latter than they told me, and in one case 6 & 1/2 hours late. They blamed it on Tempurpedic mattresses for mislabling the boxes. Regardless I was in pain, without a mattress and awaing surgery.
My back before surgery feels worse with no relief in sight. I cancelled the order and they have failed to pick up mattress cover and pillows despite many promises to do so. They do not adequately respond to customer needs nor care. They cause sleeplessness and cannot even deliver what they promise.
Kara of Southampton MA (07/24/07)
My husband & i bought a chatham & wells mattress from sleepy's roughly 4 yrs ago. we spent $2400 & were advised of a 20 yr warranty. about 1 yr ago, we noticed we were both having back pain in the mornings & looked at our mattress to notice 2 body indents in our mattress. we have been faithfully flipping the mattress as directed since we purchased it. We called sleepy's right away & they sent a technician out to look at it. we were advised, yes we do have measurable indents in our mattress & also a hole (not a physical hole but an area of the mattress that has no support) on one side of the mattress. This report was brought to the attention of sleepy's but we were then advised that the damage is not extensive enough to be warrantable.
Geanine of Long Beach NY (05/29/07)
My fiance and I bought a very expensive pillow top matress, box spring and bed frame from sleepy's about three years ago. Within one year the mattress was sagging over 2 inches and I was experiencing constant back pain. After many extremely long and stressful phone calls to Sleepy's , we got a new matress which again sagged 2 inches or more within several months. Sleepy's again exchanged the mattress after many hours spent on the phone. They were extremely resistant and took several weeks to resolve the issue. We ended up paying extra money to upgrade to a reportedly better matress. Each time Sleepy's exchanged the matress they tried to charge us a delivery fee which we faught long and hard on the phone with supervisors to have waived. This third mattress is sagging, and an independent inspector came to assess the sag two months ago. It is definately sagging, but not two inches so Sleepy's won't exchange the mattress.
Roann of Woodside NY (05/07/07)
My transaction with the Sleepy's salesman was as smooth and pleasurable as possible. The nightmare came when my mattress was being delivered. The delivery persons may have knowingly or unknowingly stuck the mattress sticker on the inside part of my glass door. It is very hard to remove.
I had to scrub the glass window and dispensed extra energy into getting that thing off. I filed a complaint with Sleepy's but they said that I do not have proof that it was their people who did it. Who else could have done it? My roommate who wasn't even home? An imaginary leprechaun? Me? Why would I do that to my own glass door? Anyway, I filed the complaint and all Sleepy's could do was make a notation on the account. Bad delivery service. Will not buy again.
Rishi of North Bergen NJ (04/30/07)
I purchased a Sleepy's Sealy queen size mattress October 2006 and subsequently complained to Sleepy's that we had a sagging mattress very soon after. Sleepy's stated that they would send in an independent inspector to examine the mattress. When the inspector completed his examination, he stated that the mattress was indeed sagging by 3.5 inches. Ten business days later, I got a call from Sleepy's stating that the only thing wrong is with the mattress is a body indentation of 3/4 of an inch. This report contradicted what independent inspector had told me.
Sandra of Wheatley Hts NY (04/28/07)
I received a defective mattress, upon delivery of the replacement mattress; they charged me a second time for delivery. After having an argument with them, they said they would only charge me half, which I still felt was outrageous, I left my credit card with my son, and when returning from errands, to find out they did indeed charge me the full amount. I am looking to be reimbursed in full for the second delivery. I also lodged a complaint with the Better Business Bureau.
Lana of Nanuet NY (04/25/07)
I purchased a mattress. I was told that there would be a life time guarantee and no fee to exchange since I originally made the deal with the district manager. 3 months after my purchase I noticed that I was experiencing roll in and having back pain. I called sleepy's and they dispatched an inspector who simply laid a level across the mattress with a ruler vertically. I explained that it happens with two people in the bed. He closed up his books and said that's the way they do it. I received notice from sleepy's that they would not exchange my mattress.
I waited another month and had another inspector come out (I am in pain management now) and he performed the same test. Only he did say that he understood the problem but there was nothing he could do since sleepy's uses only that method of measurement. I have spent well over $2000.00 for this mattress. I bought the cover as they recommended. I have been in pain management ever since and sleepy's will not help!
Nancy of New York, NY (04/10/07)
Bought a Miralux mattress and boxspring in Oct, 2006. I noticed there were gaps in the pillowtop in early Nov. I called and tried to returned it. Scheduling a bedding inspection took months, partially because of my travel schedule and partially because they could only give me a 4 hour window.
Finally bed inspector comes, agrees the corner is bulky and not flat, there is a pocket on the mattress, there is 3/4 dip in the middle, the box spring has a 1 sag in the middle and the mattress is 1.5 shorter than the box spring.
Sleepy's offered me a new boxspring. The other issues were within manufactoring range of acceptablity. Since the mattress is already decling within 6 months of limited use, I asked to get it replaced. I was told I need to schedule another bed inspection after the box spring and see the results.
After repeated calls, they offered me an employee discount on any other mattress and boxspring! Yes, I should give them MORE of my money!
Miguel of Linden NJ (04/10/07)
I bought a set of mattress from them with a no interest for a yr plan. My yr was up now in April but about 2 months before, I got my statement stating that they could not accept one of my money order payment from back in January. I called on 4/3 and spoke to Carol (Supervisor) and the reason she first gave me was that the bank where I bought the money order didn't have enough suffient money, so the money order couldn't be cash and she told me that she would get back to me but never did. But meanwhile, I spoke to my bank and they told me that the money order was never deposit. And sleepy's is charging me a late fee of $29 plus on top of that they are now charging me the interest since my yr is up. So, I called again today 4/10/07 and I now spoke to Kerri (Supervisor) she told me that the money order I sent to them was a copy and I said to them that its not a copy and she told me that they have every right to deny a check or money order, but they never notify me about this. I said to her I've been paying from the beginning with money order from this same bank and there has never been a problem, so what is the problem now and she said that they have every right to deny a check and that is all.
Cathy of New York NY (04/10/07)
I purchased a mattress and box spring in June and by February while changing my bed sheets I notice a dent in the mattress I could not believe it. I called Sleepy’s right away and they sent over a inspector she immediately said the moment she saw the sag that there was a problem. Two weeks went by and no letter so I called and the rep. says the information was in the system and that my mattress was found to be not manufactures standards and that I had 30 days from the date in the computer to exchange my mattress which meant i had 2wks left to exchange.
Barbaraof Lakewood NJ (03/17/07)
1st Purchared Sealy Posturepedic Mattress 2/21 I am on fourth exchange first two terrible sagging, 3rd & 4th Strong Chemical like fish I am about to go to store today 3/17 to pick out 4th mattress Store will not give me back our purchase price $2150.68
Senior citizen Diabetic II, Bulging Veribrae and Hernia Disc, DVD and have not had good nt sleep since 2/21 last time Anthony told me smell is Flame Guard I have not been able to elevat legs since I had to sleep on L/R sofa and my husband slept on guest room Sofa bed and a couple of nts at sister home North Jersey
Lori of Piscataway NJ (03/02/07)
I purchased a complete set from Sleepy's The two box spring (for King size bed)and the Mattress in June 2005 in May of 2006 the bed starts sagging to the point of becoming very uncomfortable. We called the warranty people, they had someone come out and look at the bed and he agreed that the bed is sagging excessively and he took some pictures to prove it. He told us to wait about a week later and call them. We did just that a week later we called and was told that although the bed is defective they will not replace the mattress because it has a stain on it. I believe that I have removed any and all stains from the mattress but I don't understand if the mattress is defective what does a stain have to do with anything?
Bette of Pompton Plains NJ (02/26/07)
I paid $1599.00 for a mattress and box springs. By summer the mattress began to sag and we noticed a hump in the middle of the bed. I contacted Sleepy's customer service dept. and they told me professional furniture services would contact me. The only day that they could come was the day before Thanksgiving. I waited over 2 months for that date, which was no good for me. They finally came during the Christmas holidays.
The service man that they sent was more concerned with himself, told me of all his financial problems due to a road rage incident. I was told by him that you could see the indentations even through the pillow top. I did not think I would have a problem having the mattress replaced.
When I contacted Sleepy's customer service dept. they told me that my warranty was void because I only had 4 slats and not 5 required for a king size mattress. I explained that the type of bed that I had (Ethan Allen wood frame with center support) was discussed at time of sale with my salesman and he told me that the bed was fine and would support this type of mattress. I told her that the only warranty I got was written on the pink copy of my receipt.
She told me that she would speak to her supervisor and see what they could do. She told me to call her back in twenty minutes and gave me her phone number above. I have left several messages and have received no reply as of today.
Daniel of Valley Cottage, NY (02/22/07)
In March of 2006 my wife and I purchased a mattress and box spring from Sleepy's. A few months later we started having lower back pain.
We checked the mattress only to find that it had a large sag (caved in). We called Sleepy's and complained about it.
They sent out someone to check the mattress who told me that he found the sag to be about 2 inches and that the box spring was bent, probably from shipping. Sleepy's said that I would be hearing from them. This was in November of 2006.
I am stilling sleeping on that sagging mattress that is still causing us back pain. Sleepy's is refusing to replace the mattress.
Michael of Bedford Hills NY (01/30/07)
Defective bed shipped to my house, setup on wrong bedframe, and called and requested a new bed and was informed that a inspector will call me to schedule an appointment. they were from a company called bedcheck. he arrived at my house as i was returning from school p/u and refused to wait the 3 minutes i asked for and left within minutes of arriving at my house. i then called back Sleepys who told me it would take 3 more business days to contact me back and reschedule.
4 days have passed (plus the weekend) and i have not been able to get anyone to help me replace my bed. the last Sleepys rep told me it will take up to 4 more weeks to schedule a date and then at least 2 more weeks after that to find out if they are going to replace my bed. i will be without a bed for 2 months all told. HELP they are a ripoff!!
i am now sleeping in my kids bed and my back is killing me, and i have to spend all kinds of money for chiroprator and just wnat a bed to sleep in!!
Theresa of New York, NY (01/13/07)
I purchased a mattress from Sleepy's and not long after that I had a problem with bed bugs. I went to small claims court and won my case. Due to the fact that I do not know what bank Sleepy's is affiliated with, I have not yet been compensated. They told me it wouldn't be more than 30 days and that was in November 2006. We are in January and still I haven't heard anything.
Lelia of Corona, NY (12/04/06)
I purchased a mattress worth $1,100 from the one place that I thought would be the best, due to the famous name,Sleepys.
Within a month, the mattress started sinking in causing me to wake up with back pain. I contacted Sleepys by calling the 1800# I found on my receipt. They came to my house and stated the reason for the mattress was sinking,was because I was supposed to buy a bottom part. I was not told this prior to purchasing the mattress.
I contacted Sleepys again hoping that I would hear that the matress would be replaced. Instead the agent with was very rude and extremely uncooperative--stated that nothing can be done, and that the mattress sinking was caused by the spring of the mattress. While telling me this, agent was practically screaming on the phone, until I could not take it anymore - I had to hang up.
Santos of New York NY (11/30/06)
My experience with Sleepy's is a complete nightmare. My wife and I decided it was time to buy a new mattress so we went to Sleepy's because we thought they were the leading authority in mattresses and because we thought it was a very reputable company. Wrong! Very wrong! So we picked out a mattress and thought we were on the way to better sleep. First problem was getting someone to call back to confirm a delivery date. I called twice to change the delivery date before I got anywhere. Seems like they just cared to make the deal and that's it.
Well, that was the least of my worries. When we finally got the mattress, it smelled of mold, chemicals. It got so unbearable that the whole house smelled like it. My wife's pajamas, hair reeked of that obnoxious, toxic? odor. Mind you my wife is pregnant and is know worried it might affect our unborn child. So, we figured we let it air out the next day while we were at work. Huge mistake. When we opened the door we faced a virtual wall of chemical odor...so unbearable that I had to put the mattress back in the plastic, duct tape it, leave it in our bedroom with the doors closed and the windows wide open! Mind you, it's not summer time. So we called customer service a couple of times. We explained our situation and the customer service lady admitted that all the simmons beautyrest mattresses smell like that because of a fire retardant chemical they put in the foam.
We asked her why this wasn't told to us, etc, etc. Bottom line is that she wasn't surprised so I'm assuming it's all too familiar. She told us we can get it exchanged and recommended going to the store we bought it from. There, it takes a turn for the worse. The manager there (72nd st. location, by the name of Bond) was absolutely rude and could careless about our situation. He kept telling us to call customer service over and over and walked away when a customer came in. I asked for a business card, he pretended not to have one and wrote down his name on paper, Bond. When I asked for his first name he said, everyone knows me by Bond, Mr. Bond (James bond???)
We called customer service the next day and only after I told her that I've read up on al the complaints and people getting sick did they accept a return...but I would have to pay the pick up charge of 59 dollars!!! The nerve! So now I am down 59$ but worse of all was the fact that we might get sick, especially our unborn child. The experience was dreadful and potentially hazardous. I will make sure I tell everyone I know about this experience. Do not take a chance with Sleepy's. I should have done my research before buying from them. This is the absolute worse customer service experience I have ever had. I wouldn't recommend dealing with Sleepy's to my worse enemy.
Michaela of Lebanon CT (11/14/06)
I ordered a mattress for delivery the next day (11/4/06). They took my credit card info and I fax'd a form to them and was told everything was fine. When the delivery people got to the house they wanted $350 cash to leave the mattress. My kids refused and they left. I called the 1-800 number and after hours of calls etc foudn out they were not delivering the mattress and I cancelled the order. They still billed my credit card and after multiple requests they have not removed the charges. I never got the mattress and it was due to their error...I want the charges off my credit card.
I am being billed interest on a credit card for an item I never received. My fiancee who had a heart attack came home from the hospital to no bed because they promised delivery and held me up until after 8pm on a Saturday night telling me it was coming when it wasn't .
Mary of Brooklyn NY (11/14/06)
I purchased a mattress from Sleepy's in August 2004 for over $3,000, and said mattress, while still on warantee, developed many serious gulleys (three inches plus) and deformations in less than two years of normal use. After calling the company and waiting 6 weeks for them to send an inspector to come and examine the mattress, they fraudulently claimed that there was a stain on the mattress and so it was no longer covered under warantee. learly not denying that the mattress was defective. They only offered as compensation the option to buy another mattress at employees prices. We feel that we have been defrauded by Sleepy's and that at the very least, they should refund our money and/or give us another mattress of our choosing at a comparable price.
I have suffered from incresing lower back problems and poor sleep as the problems with this mattress have developed. These problems have adversely affected my emotional state, my job performance and my relationships with my family.
Laurel of Topsfield MA (11/13/06)
I bought a bed frame, mattress, and bedliner (mattress cover). When delivered the bedliner did not fit. I took it back to the store 2 days after the delivery. The delivery date was 8/12/06 and I returned the bedliner on 8/14/06. Today is 11/13/06 and Sleepy's has not given me credit for the returned merchandise. I have been to the showroom three times and I have called customer service three times and I get promises but no action. When I ask to speak to higher level person like the sales manager I am told they cannot transfer me. I am owed $73.50 and I can't understand why there is total lack of regard for processing consumer transactions.
Marsha of Atlantic City NJ (09/29/06)
I bought a Chattam & Wells mattress, Cynthia Plush Firm & the delivery their company made was not the one I ordered. I have called several times to their offices & personally went four times to their store -- each time a different person was there & did not handle the issue. The tag on the mattress says Cynthia Luxury and also the one delivered actually sags in the middle so apparently it isn' even a new mattress.
Ml of Ny, NE (08/28/06)
On 08/10/06, I purchased an extra long twin mattress, box spring, and a bed frame that would accommodate an extra long mattress and a headboard and footboard for $1083.72. I was given a delivery date, 08/11/06 and the delivery was on time. They delivered everything but they brought a frame for a queen size bed. While here they took our old frame apart and took both our old and the wrong sized new frame away.
One man told us he was going to help by carrying our frame to the kitchen area, however the other man took the frame away. I called the store about the problem and asked them to return our old frame. The woman talked to the driver and he told her that my husband had taken the frame apart before they got there and he did not know anything about it! Mind you two people watched the Sleepy's employee take it apart.
They said they could not return our frame and they could not deliver a new frame for at least a week. As a concession though they would not charge me for the new bed frame that was more expensive, however they had already charged me in the original order!
Andia of Voorhees NJ (08/25/06)
I purchased a matress from Sleepy's in June of 2005. I started sleeping on the mattress in September of 2005. In March and April I noticed that my mattress was sinking in the center. I called Sleepy's customer service in the end of April- I was told someone could come out and inspect the mattress. It took 2 months for someone to finally come out after my calls. THen i was told that once the inspection was completed i would be contacted in 10 days. I was never contacted... I called Sleepy's numerous times for the result of my inspection. Finally August 25th (almost 4 months after i complained of problems) a Sleepy's customer service representative contacted me to advise that while my mattress does sink in 2 inches, they are unable to replace the mattress. The reason for this is due to the fact that my bed frame is not a Sleepy's bed frame and that there is no center pole in the middle.
Keep in mind I sleep on this bed by myself and I weigh 103 pounds. I hardly think that I could of caused this mattress to sink in 2 inches in less then a year. It was never explained to me that I needed a sleepy's bed frame in order to comply with the manufacturer's warranty. I was told by the sales rep that if i had any problems or defects with the product that the manufacturer's warranty would cover my mattress for 20 years as long as there were no rips or stains. I was never informed of the different types of frames and that certain frames are excluded from manufacturer warranties.
Now I am out $820 (cost of mattress and box spring), I am stuck with a mattress that caves in the center and at the age of 26 years old I am having back problems. I have waited 4 months for someone to respond to my claim and in that 4 months my neck pain has increased to the point that i need chiropractic adjustments. I have never had prior neck or back pain or treatment.
Carmen of Neptune NJ (08/11/06)
Placed original call to Sleepy's within 21 day exchange period in order to advise I could not sleepy on their mattress, felt I needed a firmer one. They said I should give it another week. Called again and described that I felt the deep pockets of the pillow top were too lumpy for my back and again would like firmer one. They insisted they would send someone out to look and see if something wrong. Now more than 60 days have passed since original call and they say I have to wait and see if they can verify that something is wrong with it. I got the supervisor, katherine, on the phone and she states that since they don't show my original call in their system, they have to wait for report or else I can get a credit.
I spent over $1000 for complete set and they want to give me credit of $400. If I take this credit, then they will not warranty new one I choose. This makes no sense. In researching, I now find Sleepy's is known to do this. What can I do. Have not slept on this bed in more than 2 months. Now I have to wait for them to tell me there is nothing wrong with this, when I never said there was. And since, they now say my original call is not in there system, I can not get an even exchange.
Stacy of Brentwood NY (07/21/06)
We purchased Europa Mattress and Box spring in May 0f 2001, The cost was $1,013.38. In the early part of 2005 we started sagging in the middle of the bed. I dug out our recept and called . They sent over a inspector and the told us they would call. We called them three times as they lost the report from the inspector, and they finally said there was nothing they could do as there was a spot on the mattress. It is on the end of the mattress and is the size of a quarter. They said it did not matter, as it voided the warrantie.
It is now July 2006, and all their tv ads say how we should trust them, and that they are the professionals. I disagree. I called them again on July 21, 2006 and the young lady said she the same thing. They could however offer me somthing out of the showroom, with a dicounted price. I became very angry. We work hard for our money,that was alot to spend. We bought a Lady Eathen Allen and had that for 27 yrs with no problems and for half the money.
Robert of Wilmington, DE (05/27/06)
On April 4th my wife and I decided to buy a new bed at Sleepy's. We paid for a bed we liked and was told it would be at our house in about two weeks.
It has now been two months and counting. We are unable to get any answers from the company. We have been given several fictious delivery dates by various representitives from the company.
When I asked to cancel the order I was told there would be a fee? For what!? They have done absolutely nothing but take my money and run.
Anna of Valley Stream, NY (05/11/06)
I put a down payment on a Queen Serta bed for my mother in Jan 2006. We both tested the beds, as recommened by the store associate, for 2hours.
When the mattress was delivered on May 6th they ripped off the mattress and box coverings quickly before even setting it up (thought I requested they leave the covering on the box). I inspected the items and was satisfied, however after my mother slept on it the first night she was in so much pain I tested it myself the 2nd night. I was in more pain than I experienced after my karate class workout.
I contacted Sleepy's and told them there is a problem with the coils support system, considering I weighed under 130 lbs and I was not being supported. My mother called Sleepy's and was met with rudeness and hostility after she said that the mattress received was not the one tested in the store.
Vincent of Milford, MA (05/08/06)
I bought a $3,600 mattress set in Feb 06. I had problems and they brought 3 more of same set - still problems. Requested a refund and had to file complaints with Better Business Bureau and Attorney Generals office in MA.
Sleepy's finally took back the set on 4/27/06, but I sill have not received credit on charge card. Called them, no response. Filed another complaint with bbb.
We are presently sleeping on 2 twins from our childrens old beds!
Tammie of Laurel, NY (03/31/06)
I purchased a new king size mattress and boxspring in January 2006. Not even two months later the mattress has a defective spring in it.
Sleepy's sent an inspector out. He strips my bed of all linen and throws a string with a washer attached to the end of it. Then he put a ruler in the middle of it and advises me that the bed already has a 3/4 of an inch sag in it. He took a picture of it and told me the company would contact me within 10 business days. They called me 7 business days later and inform me that the 3/4 sage is normal and acceptable!
I told him that for the $2000 I just paid for this bed, it is not.
He told me that I had to call the Sleepy's consumer dept again. When I called they told me the same thing - unless there is at least 1-1/2 sag or more they will not replace the mattress.
I am making payments on a bed that is unexceptable. They will not do any other tests. I don't understand how a piece of string with a washer attached is the proper test to do on a mattress!
John of Massapequa Park, NY (03/26/06)
I purchased a queen size mattress and boxspring set from Sleepy's. The mattress was all bumpy and uneven so I called the store to complain about it. They delivered a replacement mattress but not a new boxspring. I thought that this would put the problem to rest but the second mattress was worse that the first! It was still uncomfortable and had a huge body dent on the right side of the mattress as if someone had been sleeping in that spot for months, possibly longer.
I again contacted the store. They told me that these were normal body impressions and would send someone over. After a while one can understand that normal body impressions may occur with time and use, but they should never be that prevalent on a mattress that isn't even ONE MONTH OLD.
An independent service technician from Professional Furniture Service arrived to inspect the mattress. He checked the mattress by using a weight on a fishing wire and left saying that someone would contact us soon. Not only did he not even spend 5 minutes inspecting the mattress, he did not even perform the required tests that were stated on the document that he left us as documentation. About a week later we received a call telling us that the mattress was normal and that they would do nothing further.
I have not had a good nights sleep on the mattress since day one.
Marjorie of New York, NY (03/21/06)
I purchased new futon from Sleepy's and the mattress fell apart within days. I contacted thier consumer affairs dept and Sleepy's general manager. I was told I would get a refund but it has been weeks and still nothing.
The sales people are rude and I have had no satisfaction whatsoever.
Shirley of Bronx, NY (02/20/06)
I purchased a matress on 7/23/2005, however I was unable to sleep on the mattress until November because I had a brokem my ankle and could not sleep upstairs. When I finally was able to sleep on the mattress I noticed that the middle was defective and sunk in a couple of inches.
I called Customer Service to complain and they sent someone out to check. The inspector placed a ruler in the middle of the bed. I said to him you can't see the defect doing that procedure and he replied that it is against the policy to lay on the bed.
Sleepy's called me at work and told me that the mattress measured one inch in and that is what is allowable by the company. I, of course, said that is unacceptable by me. They scheduled two more inspections and both times sent the same man and he took the measurements the same way.
I asked for another mattress or refund but the representative said absolutely not. I paid $606.89 for this mattress and I feel that I should be given an exchange or a refund.
Amy of New York, NY (02/05/06)
I purchased a KINGSDOWN DORMO BODY SYSTEM I full mattress set for $1600. Within four months it was sagging in the middle like a pool. The replacement mattress was never delivered because the driver claimed the mattress was stained. Two inspectors came to my apartment and confirmed that the mattress was defective and they both stated that they 'see this a lot'. However, they are subcontracted out and have no authority to replace or exchange the mattress.
I asked Sleepys to provide copies of the photos provided to them by the inspector which they claim void the warranty due to 'stains'. However, the mattress is faulty regardless of stains. This tactic is used to get out of exchanging the mattress. The driver told me that he would be held responsible for the full retail cost of the mattress if he brought it back to the warehouse and it was deemed 'stained'.
Nancy of Bronx, NY (01/26/06)
My box spring broke. A spring popped up into the mattress. An inspector came to my home to look at my mattress and okayed it for a replacement. Then on the delivery date we were told that the matress was ripped and they are not going to replace it.
I brought this bed set with great financial hardship and with the idea that I would pay more, but would be able to get a replacement if anything like this happened.
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