Sleepy's

On March 25th, I posted on this site my story about Sleepy's ducking out of their responsibility to stand behind the products they sell by using some ridiculous clause in the warranty. Now, on April 7th, I have to say they came through in spectacular fashion. The day after my post, I got an email asking for more contact information which I provided. One day later, I got a call from a very professional young woman who asked a couple of questions and then said we could go to any Sleepy's store with a store credit in the amount of the full price we paid for the original mattress. She also offered to throw in a new frame to boot. Our new mattress was delivered today. We had a nice experience at the store we went to, receiving the full attention of the sales person who knew from the start that we were there to do an exchange. We did pick out a mattress that was a little more expensive than our original and paid the difference in the price. All in all, it was an excellent experience. I will happily recommend Sleepy's to anyone as a reputable retailer who does in fact stand behind the products they sell.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on March 26, 2012

Original Review

Sleepy's bad product and warranty game playing - As we opened the door to the Sleepy's in Seabrook, NH, I said to my wife, "Remember, we're talking and then walking," meaning of course, let this place be the first store in our mattress shopping experience. About an hour later, we felt like we had made a new friend who got us to willingly spend $2,000 on a Dr. Breus mattress and box spring (endorsed by Dr. Oz by the way). Truly, it was a pleasant educational experience and we were sure that we didn't need to research any further; we had gotten an excellent mattress at a fair price from a reputable store. Thirteen months later, the pain caused by a collapsing mattress with a very lumpy top and the game playing going on with the warranty has wiped out any good feelings we may have had about Sleepy's.

The independent company that Sleepy's hires to investigate warranty claims came to our house, checked out the mattress, made his measurements (indicating that the mattress and the box spring were sagging more than the allowable tolerance of the warranty) and said the company would be in touch between 5 to 7 days. On day 12, I called the company, was put on hold a couple of times and finally told that they could not locate my claim but that they would call once they found it. They did call back a couple of days later saying that the warranty had been voided because we only had four slots on the frame of the bed instead of five.

This mattress would have collapsed if I had placed it on a concrete floor braced with steel beams. One more slot on the bed frame would have made absolutely no difference and Sleepy's knows it. They've been caught selling an inferior product to me and thousands of other people and now they are hiding behind a warranty not designed to protect them against unreasonable customers but rather designed to enable them to wiggle out of backing up what they sell.

The company that made the Dr. Breus bed (IBC was their name) is out of business because they made a bad product not because I didn't put an extra slot in the bed frame. The guys that delivered and set up the bed never said anything about needing five slots. The printed warranty was never placed in my hands, and no one ever said, "Read your online warranty carefully." Companies like this somehow survive (for a while anyway) by preying on unsuspecting customers with very good sales people (good salesmanship doesn't always mean ethical salesmanship), and cleverly worded legal documents to escape from doing the right thing standing behind what they sell. I will not be buying my replacement mattress from Sleepy's.

Stew of Dover, NH on March 25, 2012

I ordered new king size bed from Sleepy's on Jericho turnpike in Commack from salesman, Paul **. The evening before delivery, Friday at 4:30 pm, I got a call from district manager apologizing saying mattress was not in the warehouse and would not be in warehouse until following Monday. Monday came and Paul, my salesman, called and set up delivery for Wednesday. He even called me Tuesday afternoon to say the order has been processed and they will be at my RVC apartment on Wednesday between 11am and 3 pm. Wednesday at 11:50 am, truck arrived, delivery was made without incident. Later that day, Paul, my salesman, called me to make sure that everything went well. I would definitely recommend salesman, Paul **, of Sleepy's to my friends. The bed is so comfortable. It is a pleasure to sleep on. I have read some of the negative comments here before I purchased my new bed and was a little apprehensive about purchasing from Sleepy's but I am very satisfied with my purchase.

Dear Mr. Scott,

Sleepy's sincerely thanks you for taking your time to post your experience with us. Our customers are the core of our business and we are pleased to receive your feedback. We look forward to serving you for many years to come. Thank you for shopping at Sleepy's and Sleep Well!!

Sleepy's on May 16, 2012

I bought a Simmons DSC-Enchantment Firm with foundation and frame for $1,500.00 in 2/08. Within a year, the mattress started sagging and I could feel the spring in my back, the right side of the mattress was firm and the left side was soft. You roll from the right to the left and fall. I started complaint proceedings in 2009 with Mattress Giant, where we purchased it, and was told to contact Simmons, which I did. I was sent a packet to complete and I had pictures taken and returned immediately to Simmons. I did not ever hear from them. I am housebound with 3 heart attacks, exacerbated COPD, pinched nerve and disc. I must sleep across the top where the pillows are with my feet handing off in order to sleep on the bed.

I called and called and was given the runaround for 2 years. My neighbor stepped in and wrote letters for me and ultimately told Sleepy's had purchased Mattress Giant and they would send out an inspector. The inspector came and measured the bed along with pictures. They told me I was entitled to a new mattress. This was done in the presence of my neighbor who witnessed the inspection. On Sunday morning (Mother's Day), I received a phone call from Sleepy's saying that the warranty was invalid because of stains on the bed. There are no stains and my neighbor can witness this because they helped holding the mattress and helped to remove the bedding before inspected, along with the mattress cover.

This is an outrage that I have been going through for 3 years. I asked for the name of the inspector and his company, but was refused this info. I asked for a copy of the report and they hedged about this also. If the bed was stained, who else would use this defective mattress anyway? I don't get it.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and the best time to contact you to resolve the issue.

Sleepy's on May 15, 2012

My girlfriend and I have now purchased three brand new mattresses from Sleepy's through Comfort Exchanges with no resolution whatsoever. We have paid over $500 to exchange these mattresses and are still looking to find the right one. We have gone 6 weeks without sleeping well or sometimes at all. I spend almost every night sleeping on the couch. All the beds we purchased were of the soft variety. The first bed was a plush, then a pillow top, and now we have the Tempur-Pedic Cloud. All of these beds were purchased at the recommendation of the sales team at the Hoboken, NJ office. However, when my girlfriend and I went to her parents' house this past Saturday and slept on her original mattress which is a much firmer mattress, we slept for 9 straight hours and was the best sleep we have gotten in 6 weeks!

I find this extremely unacceptable and completely avoidable if I had received the correct advice when looking to relieve back and neck pain. Through research, I found that a much firmer mattress is recommended for this type of issue. Since the older mattress immediately resolved the issue, I feel as though the sales team has been purposefully leading us in the wrong direction in order to force us to continue to pay more and more money for exchanges while we look for the right mattress. I went back into the store today to try out the much firmer Tempur-Pedic Contour mattress and this feels much more supportive than the soft mattresses we have recently purchased. I also called customer service and they are currently looking to see if I can complete a third Comfort Exchange and will get back to me within 24 to 48 hours.

However, not only should we be able to exchange the mattress for the correct one, we should not be charged for any of the Comfort Exchange or delivery fees which will be totaled to around $800. I hope that someone can get back to me ASAP to discuss our options or we will never be shopping at Sleepy's again and we will let everyone know of our extremely poor experience with Sleepy's.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@sleepys.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint

Sleepy's on May 14, 2012

I purchased a Sealy mattress a little less than a year ago and we noticed that the mattress began to sag in the middle within a few months. I called Sleepy's regarding the warranty and they sent someone out to inspect the mattress. I have had a box-spring underneath the mattress the whole time. The inspector ran a stick across the bed, took pictures and left. I later received a letter in the mail from Sleepy's telling me that my mattress is within normal limits and doesn't sag enough to be exchanged. How does a stick weigh as much as two adult humans (and we are not large people)? We continue to sleep miserably in this bed because we cannot afford to replace a mattress that is less than a year old. We wake up with neck and back pain everyday. I will never purchase anything from Sleepy's again. I did my part, why doesn't Sleepy's doing theirs? Buyers beware.

On April 20, 2012, I purchased a Beauty Rest Queen Mattress and Boxspring, metal headboard and footboard (F\frame was "free"), mattress & box spring protectors. Total price with tax/delivery/removal of old set totaled almost $4000. On the day of delivery (April 27), as delivery persons were to remove old set, they noticed stains on the protective covers (imprints from frame) and deemed it residue from bedbugs. And Sleepy's deemed we had infestation based on driver's word, not mine and refused to deliver new mattress set, and not reschedule until I show proof that I do not have bedbugs, or they will redeliver but drop merchandise at the door, for me to set-up. They did credit my account for the $200 in fees, but also told me that the warranty on the mattress set would not be covered until I produce proof that I do not have bedbug infestation, saying they are protecting themselves, the drivers, and the manufacturer.

The mattress set was delivered and dropped at my door three days later. Customer Service seems to have their way of servicing customers, and seem to override the management of the stores and the district manager, who offered to refund a small amount off the price of the set (I refused the amount as too little). The end of last week, customer service called me to see if we are enjoying our purchase. I hung up.

This was my third purchase from Sleepy's, and my last.The delivery drivers decide whether to make the delivery or not, based on assumptions, not fact, and Sleepy's takes their word over the customers who pay them and the drivers by making purchases.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue.

Sleepy's on May 11, 2012

I purchased a Sleep to Live mattress two years ago. Two weeks after we bought the mattress, we had to return it because there was a dip. They gladly sent us another one. We figured the salesman knew what he was talking about when he recommended this mattress for my back. Now, I have more problems! Test shows that my back is worse and the chiro and neurologist cannot figure it out. I called customer service to no avail. There is huge dip and only I and my son (3 years old) sleep on it. My husband had to buy another mattress. This is the worst problem one can have.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on May 5, 2012

I purchased a King Koil mattress in September 2009 and we noticed that the mattress began to sag in the middle within a few months. I called Sleepy's regarding the warranty and they sent someone out to inspect the mattress. I was told that the problem was with the box-spring. I did not originally purchase a box-spring, but I was told that if I bought the matching box-spring, it would fix my problem and Sleepy's would validate the warranty. I purchased the matching box-spring as instructed; however, it did nothing to fix my problem.

I then contacted Sleepy's again and they again sent an inspector to my home. The inspector ran a stick across the bed, took pictures and left. I later received a phone call from Sleepy's telling me that my mattress is within normal limits. How does a stick weigh as much as two adult humans (and we are not large people)? We continue to sleep miserably in this bed because we cannot afford to replace a mattress that is less then 3 years old. We wake up with neck and back pain everyday. I will never purchase anything from Sleepy's again. I did my part, why doesn't Sleepy's do theirs? Buyers beware!

Ms. Milisits, We welcome the opportunity to speak with you. Please reach me at csable@mattress.com and include your invoice # and customer code

Sleepy's on April 26, 2012

I purchased a mattress from 1-800-Mattress on 2/8/08 for my grandma when she was moving into an assisted facility. Purchase price was $469.83 and it is still covered under warranty. My grandma passed away 6 months after the purchase date. After her passing, the mattress was brought back to her apartment where it remained unused. Last week, I decided to get my 4-year-old a big girl bed. I thought, "Why not use the bed that is just sitting unused in my grandmother's apartment?" We brought bed to our house and when we removed the mattress pad, we noticed it was caving in a little. It looks as if a spring may have broken. I called Sleepy's and spoke with several representatives and supervisors. Their only goal is to try and get you to buy a new mattress. I was also told that mattresses get updated every 6-18 months.

Therefore, if an inspector would come to my house, they would clearly be able to see that the mattress I am referring to was produced in the timeframe I am saying. When Sleepy's acquired 1800 mattress, they did not acquire a copy of all their transactions. Therefore, they have no record of this order (so they claim). I found it hard to believe that they just do not have a copy of this transaction and the only thing they can offer me is to buy a new mattress for slightly less than they have it advertised. This is the worst customer service. How can they not honor my warranty and suggest I should pay more money? If this is the way they operate, I will never buy or recommend this company. I rather spend more money at a department store and be treated like a person. I have never been treated so poorly.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include a telephone number with the best date and time to reach you.

Sleepy's on April 28, 2012

We purchased a queen Kingsdown mattress from Sleepy's for a spare bedroom in late 2008. We started sleeping on it on a daily basis last year, and recently, we noticed a bad sagging on both sides, resulting in back pain. Their warranty assessor came out, and we received a letter about a week later, which stated that it was "not up to manufacturer standards" and they're offering an even exchange or store credit to reselect. We opted for a simple even exchange and called to set that up. They have the audacity to not only attempt to charge me tax on a replacement mattress but an additional delivery fee as well! Both combined, it was close to $200 that they were demanding we pay out of pocket to get a defective product replaced through their warranty!

I told the rep that there was no way we were going to pay to have something that shouldn't have failed in the first place redelivered and tax on the second mattress, when the product price and tax should be a wash (hence the even exchange?). She refused, stating that they (Sleepy's) needed to pay their drivers and pay to ship the mattress back to Kingsdown for warranty evaluation. That's the cost of doing business! It's not something that should be forced upon your customer!

She offered to "work with me" on the price to get it lower, but she refused to simply process the even exchange and not have it cost me anything. I'm not bartering with them on their charges to get a replacement on a defective product.

I'm disgusted and still sleeping on a defective bed. No way are we going to give them another dime of our money when the product we paid for should have held up to warranty standards in the first place! I'm going to attempt to give them one more opportunity to make this right (like replacing the defective mattress and not charging me a dime!), and if it doesn't happen, I'm going to the attorney-general and my credit card company,

Thank you for taking the time out to post your concerns. We have located your account based on the information listed. An agent will be in contact with to speak about the matter within 24-48 business hours.

Sleepy's on April 23, 2012

I called Sleepy's customer service. A person named Cherese called and left her # **. She was a Mattress Marshal. We showed her the bulge, but she did not write it in her report. She wrote "No defect". We received a letter from Mattress Marshals that the mattresses are up the manufacturer's standards. I called Sleepy's again. Cherese called and told me that since she was already here, that she would have "Frank" call me by Friday, April 20th. Frank never called. I left a few messages on Cherese's cell phone (she told me to call her if Frank didn't call me).

I paid over $1,500 for this Sterns & Foster "Plaza" model (discontinued, I wonder why). I will call Sleepy's again today. I am so freaking upset about this. I found this on the internet; "However, 5 on Your Side found that Mattress Marshals advertises it works for retailers and manufacturers with a mission to "reduce the operating expenses of needless returns and exchanges."

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 23, 2012

I posted my complaint and someone from Sleepy's called me. The lady on the phone, I believe Karen, was nice and polite. She told me that I can go to the Sleepy's store and pick up another mattress of same or higher value. I already spent $1500 so I don't think I am going to pick something more expensive. I am going to see, when I go to the store, how is the behavior of the salesperson knowing it is an exchange. I will post you guys on what happens next.

Sleepy's would like to take this opportunity to thank you very much for updating your post and your wonderful comments. Our customer's are the core of our business and who we are; the satisfaction of our customers is what we strive for everyday. We value your input as a loyal customer and we look forward to servicing your needs for many, many years. Thank you again and sleep well

Sleepy's on April 23, 2012

We bought a king size mattress and box spring set back in Feb. 2011 for a total cost of $1,125 including delivery and taxes. We did the rotation as stated on the paperwork, just to make sure warranty was not voided. After about 6-8 months, we noticed that there were significant impressions on the mattress. We just figured it was normal wear and tear. But as the next three months passed, they were getting worse. We called the warranty information center and explained that a third party inspector will be out. The inspector wanted to come on a Tuesday morning at 9 am. Unfortunately, we weren't available, and stated we needed a Saturday appointment. He didn't have anything available for four weeks and that he will call back. No problem.

Three weeks had passed and no call from inspector yet. We once again called the warranty center and informed that the inspector was in the hospital and no one else was available, that he will call as soon as he was out. He did call a week later and out that following Monday. After about an hour long appointment and taking measurements and so forth, he determined that the mattress in fact was damaged, and that we will receive a letter from Sleepy's explaining the exchange process. After another two weeks, we received a letter from Sleepy's crediting us in the full amount of the mattress set plus taxes. The exchange process was fairly simple. We went to the store with the letter. This time around, I had done my research and knew what I was looking for. The first thing I did was tell the salesman to keep away. I found the set I really wanted, but was $300 more than the internet price. Mind you that I was only getting $910 in credit and the internet price was about $630 more. There was no way I was going to pay another $1000.

Anyway, after talking to the salesman, presenting the exchange letter, internet price and one phone call. I was able to get the internet price and paid $830 extra including next day delivery and additional taxes. I was sleeping on the best mattress I have ever had. Thank you, Sleepy! Not everyone's experience is the same. We were one of the few fortunate ones. For the ones that are having trouble with Sleepy's, I hope it gets better and you find solutions for the problem.

Dear Zulma,

Sleepy's sincerely thanks you for taking your time to post your experience with us. Our customers are the core of our business and we are pleased to receive your feedback. We look forward to serving you for many years to come. Thank you for shopping at Sleepy's. Please feel free to share your experience on our Facebook page:

http://www.facebook.com/sleepys

Sleepy's on April 20, 2012

Just to follow up on my posting from last night... Well, the driver finally called at 10:00 p.m. last night (delivery time frame was 3:00 p.m. - 7:00 p.m.) and said it was too late and he wasn't coming. It was too late for him and he still had to take the truck back to NJ. He'd be getting home too late and he had to work early in the morning, blah, blah. This was after I had stripped the old bed so it was ready for removal when they arrived. I waited seven hours for delivery.

I called this morning and scheduled delivery again for today 2:00 p.m. - 6:00 p.m. The good news is that I finally, after waiting 2 weeks, received the report from the warranty inspection in today's mail. While waiting for my delivery, I called the warranty department back to question why the Warrington store salesperson told me that Sleepy's refused to sell me a mattress only and that I was required to buy new box springs as well or they could not sell me anything, because the box springs were damaged and the warranty on them was voided. The inspection report showed my box springs as having no damage and being in good condition. The woman I spoke to today said there is no reason why the salesperson should have told me that and that she was probably recommending that I buy new box springs. I was told that the store would "refuse" to sell me a mattress only! There was no "recommendation" involved.

Anyway, thanks to Sleepy's for missing their delivery date. I was refunded both the delivery and take away fees as well as I was able to refuse the new box springs with a total savings of $700+, just because they missed their delivery. I was also assured by the woman I spoke to in the warranty department today that the box springs and mattress' warranty would be intact as I bought and installed the new bed supports.

I've also learned that they can weasel out of taking responsibility for issues by using third parties for deliveries and warranty inspections where other companies use their own employees. Sleepy's set up my original bed six years ago (with the voided warranty) but they take no responsibility because the delivery guys who set up the bed are not Sleepy's employees so they would not be responsible for telling me that the mattress' warranty was voided the minute they laid it on the bed frame.

All in all, I had a terribly disappointing experience dealing with Sleepy's warranty department, the Sleepy's salesperson in Warrington, the delivery process, etc. I would never considering purchasing from them again. I do not trust their business practices.

Dear Ellyn,

We have received your previous post and looking into your account. A representative from Sleepy's will be researching your account and will contact you in an attempt to resolve your complaint. Please allow for up to 48 business hours for us to contact you. We look forward to working with you and resolving your issue.

Sleepy's on April 20, 2012

We went to Sleepy's in East Meadow in Long Island. We liked a mattress that had a sticker price of $2900. We told the salesman to show us something else as this is way more than what we wanted to spend. He told us he can offer us floor sample for $1500. We asked him if there will be anything wrong with it, and he said no, that it will be like the ones that are in the store. We thought it was a good deal, so we placed the order. The day we received it, we noticed it is extra soft. I called the salesman and he told me, "Don't worry, it may be because of how they handled it in the truck."

After one week, we noticed that the sagging is permanent. We called customer service and they told us that it was a final sale and that the mattress was defective and that is why it was discounted. We were never told that it was defective. We were told that it was the floor model. If Sleepy's does not exchange this or give us full refund, we plan to go the distance and file a lawsuit against them. If anyone wants to join in with us, please contact us. If Sleepy's is reading this, I would suggest to fix this problem. I am also experiencing back pain since I started using this mattress. I never had a history of back pain. My wife is also experiencing similar pain. If I do not hear from Sleepy's very soon, I will go ahead and take the next step.

Dear Salman,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue.

Sleepy's on April 20, 2012

We bought a Simmons Beautyrest World Class Dalton king size box spring and mattress from Sleepy's on Main Street in Warrington in 2006. In 2012, my husband and I were in so much back pain from sleeping in the body impressions on this mattress that we called Sleepy's warranty. They sent out a third party inspector who measured and took pictures of the entire bed. I got a call a few days later from Sleepy's telling us that the impressions weren't deep enough for warranty to allow us to get a new mattress, but that the warranty was voided anyway because we don't have a middle support. We have two supports in addition to the bed frame, but they are at 1/3 from top position and 1/3 from bottom position vs one support in the middle position.

Of course, Sleepy's did deliver the mattress and box springs and set them up on this bed six years ago, never mentioning that this particular setup would void our warranty or that there was anything wrong with it. The bed itself was brand new at the time. I asked the Sleepy's warranty representative to send me the report and was told that it could only be mailed hard copy. After a week, I called again and asked when I would have the report. They said I should have it by Saturday, but they'd put another copy in the mail. It's now weeks later and I never got either of the reports so I can only take their word for anything. As a consolation for the lack of warranty coverage, they offered us an "employee discount" on our replacement purchase. The "employee discount" price was comparable to prices at competing stores.

It was also cumbersome to shop using this "discount" as the salesperson had to call in each individual bed to the warranty department to get pricing on it. We were also told that Sleepy's would not sell us a new mattress at the discounted price unless we bought new box springs too as their warranty was voided as well. I can't imagine that there is anything wrong with the box springs, but I really wouldn't know for sure as I never received the report! We chose a replacement bed from the Sleepy's store and I called the warranty department again and they reduced the price by another $400 off of the "employee discount" price, but required me to pay delivery of $89.99 (when it clearly states on their website that they will deliver any number of items for a flat fee of $69.99) and haul away fee of $48. We also bought a set of three supports for the discounted price of $200.

The good news was that they could deliver the bed the next day, between 3:00PM and 7:00PM. Well, it's the next day now at 9:30PM and no sign of the delivery truck yet. I just called (for the third time) to see if the bed is still coming and they said it was and deducted the delivery charge and haul away charge from my bill, but it will be at least another hour! This is just the nail in Sleepy's coffin in my book! I'm hoping that the bed arrives tonight as it'll be the first time in months that I'll be able to sleep in my own bed. Oh, did I mention that I have bought three queen size beds and two king size beds from Sleepy's in the past six years? Do you think that they might want to keep a loyal customer happy? I'm looking very forward to my new bed being delivered so that I don't ever have to deal with Sleepy's again.

Dear Ellen,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue.

Sleepy's on April 20, 2012

I'm very unsatisfied with this company. My box-spring was cracked, there was no movement nor any abuse and decided to call and talk to them to see when they were able to come and replace it! They came after a month of me calling. Saw it, took pictures and refused to replace it and they couldn't do anything about it. Now I have my mattress on the floor and lost my money. I don't recommend this company to anybody. They are not what they say they are! I'm very upset with their service.

Dear Maria,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue.

Sleepy's on April 20, 2012

I bought a mattress set worth $1000 and eventually bought some more for $300 two weeks back. The sales rep did not explain the Comfort Exchange correctly and only mentioned that we have to pay the delivery charge. I hoped not to use it. After we started sleeping in the bed, we always used to feel a lot of heat in our body the next day. I was just thinking that something was wrong but we felt the same every morning. One day, we did not sleep on it. We used our old mattress and it was all okay. We made sure that the bed is causing this.

Then I went to the sales rep after calling customer service. There was another rep who said to go for Comfort Exchange and pay $249 more + delivery. My mattress was only costing $1000 and we have to pay 25% more what a mattress that was not made right? And the sales rep lied that they have to destroy the mattress that's the reason they charge that. Then why the hell are they asking us to buy mattress protectors?

A good business should refund the whole money or give a full store credit. I have a doctor friend who I spoke to get some material evidence of the discomfort. I am going to go straight to the small claims court. Sleepy's, here I come. I am also planning some more stringent measures. Have a board "No Sleep by Sleepy's" and stand in front of a busy sale season. I usually go there for a haircut next to the shop and I am going to gladly park my car so that every Sleepy's customer see it.

Dear Sean,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue.

Sleepy's on April 20, 2012

I bought a Dr. Breus bed last year in December 2010 for my new apartment. It was upon purchase the perfect amount of soft and support. About 3-4 months in, I noticed it became noticeably softer, and from the 5th month on, it increasingly got softer at a crazy rate to the point of feeling like I was laying in a hammock. I had neck and back pain. My husband and I ended up on an air mattress in the living room for five months off and on. I had called to file a claim, and two weeks later, a man came from a third party company, put a yard stick on my bed and a small piece of 5x7 inches plastic and took some photos. Two weeks later, my claim was rejected on the grounds that the mattress did not sink more than 1/8 of an inch which is standard and in normal condition. I called the customer service number to make the point that a human body obviously weighs more and even if a bed went through World War 3, it was not going to sink more than that with a plastic plate. This was a joke.

I spent over $3,000 and I feel extremely ripped off. I have never filed a consumer report on anything, nor have I ever filed a warranty claim on an item like this. I have a Sealy's mattress in Florida I purchased from another company 6 years ago of the same price level and it has never had any dipping or softness issues. Sleepy's fought me vigorously on the phone with this mattress, and will not commit to giving me an exchange without spending any money on a new mattress. I am completely disgusted with this company and have nothing good to say about them other than a minor loophole allows them to take people's money and not honor their garbage warranty. Don't buy here. Go elsewhere.

Dear Vasanthi,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue.

Sleepy's on April 20, 2012

I purchased a mattress box spring and frame in 2009 which is now broken. Sleepy's sent an inspector, he checked mattress, box spring and frame, and said frame was not installed properly. Sealy says warranty voided due to the frame being improperly installed. I then called Sleepy's customer service. They offered to pay for half. I disagreed and told them it was their fault. They then went up to $300 plus a new frame. The whole problem is that their installers did not do the proper installation in the first place, which also ruined the wood floor below it. This puts them at total fault. The settlement is truly unjust since they caused the problem in the first place.

My elderly father bought a mattress from Sleepy's and paid about $1,000 with the mattress pad. After about a month, he confided with me that the mattress had a big dip in it. I told him that that was not acceptable for that expensive piece of furniture that he should call and have it replaced.

He called and had the people come in about the 3rd month. They did not replace his mattress. I called them about 4 months later when I was visiting (still on warranty) and asked them why they didn't replace this. My dad is elderly and needs a good support for his back and it was not acceptable since day 1. They said a dip of 1" is considered acceptable (What?). I said I would like someone to come back. They returned a few weeks later and they claimed his old box spring was not acceptable support and could have caused less should have lasted more than 3 month dip.

I am irate. Any good mattress should have lasted more than 2.5 months regardless. There was no abuse. He was in the hospital for 5 weeks during this period. I would not recommend Sleepy's to anyone, anytime. They are thieves and did not make this right by us.

Dear Tara,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 15, 2012

I bought two twin mattresses with boxsprings from Sleepy on President's Day Sale 2012. One of the twin mattresses has a horrible sag in the middle. My brother (140 lbs) slept on it and notice a big sag in the middle in mid March, so we called Sleepy about it. They sent an independent inspector on April 7th to look over the bed. The inspector said Sealy's mattress are this way. He said he inspected more of Sealy's products than S&F or other brands. He said he will file his report and someone will call back to tell us if we will get our refund or replacement for the mattress.

We got a call on April 12 to tell us Sleepy will not replace the mattress because the sag is from body indentation. It was not a defect. I asked how can it sag so much in less than 2 months?! I would expect it in 2 years or 5 years but within 2 months?! I am looking into calling my local news station to see if they are interested in my situation since I'm not getting any help from Sleepy or Sealy. Now I don't even want a replacement! I want my $605.00 back!

Dear Kathy,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 15, 2012

Just a warning, go elsewhere! We purchased a mattress from Sleepy's last March 22, 2010. The salesmen will wine and dine you; they say they are professional; but do they know much about their product? Do they stand behind their product? I fear not. We purchased a Sterns and Foster, Premium Queen with box spring for a total of $1,953.12. As you can see, we went for the top of the line for quality. They say you get what you pay for--not in this case. This mattress came with a 10-year warranty (try to collect on that). We experienced sagging, body impressions, lumps--we had waves going horizontally as well as vertically. I called several times but was informed I must be home with the mattress. I had all my information (such as serial numbers, dates, brand names, etc.) but that was the rule, you must be home with the product.

My complaint was accepted, but now, I had to wait another two weeks for someone to call me with an appointment date. Finally, the big day was coming--November 1, 2011. The gentleman came at 8:00 AM so I didn't have to take off more than an hour from work. He took pictures and examined the mattress all in complete silence; he wouldn't exchange a word with me. Not getting a good feeling, he told me I would be hearing from them within a week to 10 days.

Finally, the verdict was in--it was not replaceable. It did not meet their standards for a replacement. I was distraught and in pain by now, not only psychologically but we were physically suffering more and more each day from the poor condition of the mattress. What a nightmare! My advice is for you to go anywhere else. Please do yourself a favor. Do not go to the Mattress Professionals.

Dear Lucille ,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 15, 2012

I just wanted to take a moment to add an additional comment to my posting on April 14, 2012. Since the time of this posting, Sleepy's has tried to contact through email and phone calls. We finally connected and their customer service department was very polite and apologetic for the suffering I had experienced. They took all my information into account, including pictures I had taken of the mattress. Within four days, I was issued a check for more than half of the price of the mattress. Thank you, Sleepy's, for restoring my faith in corporate America. I think you should be acknowledged for your positive actions as well.

lucille of larchmont, NY on May 14, 2012

Follow up for my complaint on March 29, 2012. In all fairness, I was contacted by a Sleepy's representative about three days after I posted my complaint. Sleepy's rectified the situation in a professional manner. I am happy with the outcome. I also would like to add that the salesman for the store in Vials Gate, NY, whose name is Bob **, was a pleasure to deal with. He remained neutral and professional through the whole process. Thank you!

Sleepy's would like to take this opportunity to thank you very much for updating your post and your wonderful comments. Our customer's are the core of our business and who we are; the satisfaction of our customers is what we strive for everyday. We value your input as a loyal customer and we look forward to servicing your needs for many, many years. Thank you again and sleep well.

Sleepy's on April 14, 2012

I was visiting a Sleepy's store in Queens, NY and saw a bug crawling on one of the showroom mattresses. It definitely looked like a bed bug, not a baby roach or ant. In addition, I witnessed a sale that same day of a sample bed sold to a consumer at a substantially discounted price. Not only did the store look dirty but to see an actual bug crawling on a showroom mattress was a horrendous experience for me. Unfortunately, I had already tested some of the mattresses and now, I have serious concerns that I may have brought some eggs home with me in my clothes. Surely if I saw a crawling bug on a bed having been in the store for only 15 minutes, then the sales people that work there must be seeing lots of them (Next time, someone should ask these sales people to test the beds they are selling!).

Sleepy's needs to do some major fumigation of all their stores and warehouses and the process needs to be supervised by a third party. How could the owners of this very rich company live with themselves knowing their stores are selling beds possibly infested with bed bugs! Mine is not the first complaint. But it seems that Sleepy's is paying off consumers who have made complaints to reduce bad publicity as much as possible. This is not fair to the rest of us who may be buying beds infested with larvae of bed bugs. When these eggs transform, well, by then, it's too late!

Dear Ms. Mason ,

Thank you for bringing this issue to our attention, within your complaint the showroom was not specified only city. We rely on our customer's for feedback, please reach out to me directly at csable@mattress.com and include a telephone number with the best time and date to reach you. I look forward to speaking with you. Thank you again

Sleepy's on April 12, 2012

About a year ago, we bought a very expensive Dr. Breus mattress from Sleepy's. For a few months, it was fine; and then we started to wake up very stiff and sore. The bed had become overly soft and buckled where we slept. The top layer of the mattress had large "waves" of buckled material (foam). We took a picture of it to the store where we purchased it. The salesperson was shocked and of the opinion that it must be defective. He helped us contact the warranty center.

It took about 3-4 weeks for a Sleepy's representative to be available to examine the bed. When she came, she did not seem to want to talk with us. She put a yardstick on one side of the bed (the side that was less wavy) and took a measurement. I think she took a picture with her computer, and then, she left. She was there for less than 10 minutes and did not ask us any questions about the issues with the bed. I would characterize her demeanor as curt and disinterested. The examination did not seem very thorough.

We got a phone call about 2 weeks later which informed us that Sleepy's considered the mattress in normal condition. We don't really know what to do now. We are still sleeping on this terrible mattress, and we cannot afford to buy a new one. I wish I could attach a picture to this complaint. I notice that this Dr. Breus mattress is no longer available through Sleepy's. I can only imagine that Sleepy's has factored that into their "normal" assessment. I feel ripped off and really disappointed.

Ms. Hillman, Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 12, 2012

Misleading sales practices/Scam comfort warranty - I spent $2,467.39 on a mattress at the Manville, NJ Sleepy's store and was told not to worry because we had 21 days to exchange it. Now, I'm told it will cost me $400.00 to make the exchange. The sales person, ** now claims the cost of the exchange is printed in small print on the back of my receipt which I get only after I paid for the mattress. If I had been told this beforehand, I would have walked right out of the store. No way in the world would I spend that much if I was told about the rip off $400.00 exchange charge.

Mr. Motyczka, Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 12, 2012

Follow up to my complaint. I thought it would be fair to post that Sleepy's did resolve my March 26, 2012 complaint. A corporate executive contacted me and we were able to resolve my problem to my satisfaction. Thank you, Sleepy's.

Good Morning Ms. Lyons,

We are delighted to see that you updated your post, We strive to maintain 100% customer satisfaction on a daily basis to the best of our ability. Reading your update and servicing customer's like you makes it all worth it in the end. Sleepy's cannot thank you enough for the fairness you expressed and we look forward to serving you for many years to come. We thank you, we value you and most of all Sleep Well.

Your Sleepy's Family

Sleepy's on April 10, 2012

I went into the store to purchase pillows that another store was out of. Salesperson Ed ** approached me, I told him what kind of pillow I had called and inquired about. He then went on to ask me, had I purchased a mattress yet? I told him I was in the process of purchasing a mattress. I was then challenged, what do you mean in the process? I then told him I was working with another store with that and the salesperson at the other store had told me the pillows were buy one get one free. Ed then told me that those pillows were not on sale, but then proceeded to grill me about how he was going to give me the pillows being that the other store told me they were buy one get one free.

My husband is in the military so I explained he was coming home and I wanted him to share in the purchase decision with me. I, then, was challenged again, after I asked the salesperson did they have military discount, he then told me "What, I'm going to give the pillows to you for no military discount." I then asked him "Is this how you talk to all of your customers?" He told me, yes. I made the purchase anyways because I needed the pillows because I had thrown out my old pillows. I have never been so humiliated in my life with a salesperson. I'm even going to send the top executive ** a complaint. Also, in these times of our economy, I can't believe a salesperson would treat a customer like that.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 9, 2012

My husband and I were shopping for a Queen Size Simmons Beauty Rest Mattress and Box Spring at our local Sleepy's in Stroudsburg, PA and spent in excess of 2 hours in the store choosing our mattress, pillows, haggling about price (the salesman called "his manager" on the phone half a dozen times to "make a deal"), setting up financing, etc. We were told at the end of the deal that if we did not purchase Sleepy's Mattress Cover that the so-called "Comfort Warranty" would be voided.

I pointed out that this statement was not stated in writing on the "Comfort Warranty" that was on the wall (in huge print) nor on the one on the desk sitting in front of me. I asked him to point it out to me and he couldn't. I told him his mattress cover was inferior to mine (I buy mine at the Allergy Warehouse and it completely encases the mattress. The Sleepy's one is simply an elastic one). He called his "manager" again and was told that this statement would be on our receipt when it printed. But that of course would be after we already paid for the mattress.

Nowhere in the store is this policy stated. She stated that the paperwork in the stores regarding the mattress cover voiding the Comfort Warranty was going to be "updated shortly". I told the salesman this was illegal. You can't make statements to consumers in bold print in the store and then print something else totally different on their receipts. We were so angry that we wasted 2 hours of our time, we took our financial agreement (which was printed out before our receipt) and ripped it up and walked out!

Dear Mrs. Edwards ,

Thank you very much for your post, Sleepy's number one goal is customer satisfaction. A member of our specialist team will reach out to you within 24-48 hours to assist towards resolution of your complaint. We look forward to working with you.

Sleepy's on April 6, 2012

I just moved into my new place and went to purchase a mattress a month ago and had it waiting and ready. Sleepy's delivered on the date I requested and after it being opened and set on the frame, it smelled rubber. I thought this was off gassing and I didn't know any better (this is my first mattress purchase). So I left windows open and made sure to let it air out for 2 weeks.

Every night, I would wake up coughing from these fumes. Finally, I had to call and have them come and swap the bed out. They took down my information and delivered a new mattress during a work day on my lunch break. After work, I went to go test out the bed and it seemed fine. That night I slept on it and the next morning, I woke up half sunken with back spasms and a pinched nerve in my back. I had slept on the exact mattress before for 2 weeks without any issues.

So I go back to the showroom and explain my 2 weeks of fume inhalation and 1 night of torturous laying in bed and how I have lost faith in the manufacturer. I was told that I can switch brands for an equal of higher value mattress so I decided to go with a foam mattress to alleviate my now ruined back.

After calling customer service, the salesperson stated that there would be a $250.00 charge for changing manufacturers due to a comfort swap, $45.00 delivery charge for the new mattress, $115.00 mattress protector (mandatory for the 90 day warranty to apply) and the difference of the new mattress which was misquoted at $1,599.00 and then bumped up to $1,699.00 after the phone call. After all was said and done, I'm now stuck with a mattress that is defective, a lost trust in Sterns and Foster and all these fees to change mattress brands or return the mattress.

My in home trial ends in 15 days because they only gave me 21 days to begin with and I can't be stuck with this mattress. I cannot dispute this charge on my credit card because I applied for the Sleepy's financing. Please help.

Dear Alex,

Thank you for sharing your concerns. We are sad to hear of your dissatisfaction with your purchase. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issues. Thank you.

Sleepy's on April 6, 2012

I'd like to add to my earlier review. I got a call from Michelle who opened up by saying she was "shocked" (she said this several times) that I wrote here without contacting her first. She said that they would send over an inspector to examine my bed for problems. I told her that I had already spoken with the Leesburg, VA branch and that I could care less what the inspector has to say. There is nothing she could do for me unless it involved taking this piece of junk out of my apartment and returning all of my money. I told her the mattress is unreasonably uncomfortable. Michelle said that they need the inspector to look at it anyways to make sure there's actually a problem. My response was that I'm not willing to wait two weeks for an inspector to stop by and tell me that my mattress isn't sinking enough. Again, Michelle was "shocked" that I had such "crazy" ideas about Sleepy's. She would get the inspector there in under 7 days and he would call me this evening to schedule.

The inspector will check to see if the mattress is sinking more than 1.5 inches and then they would replace it for free (no $200 moving fee). I told her I could care less about how far it was sinking the mattress has become so lopsided that it's useless. It's uncomfortable in the extreme and there's enough information available showing that Sleepy's routinely sells junk mattresses. Again, Michelle was "shocked" that I didn't just contact them sooner than suffer all this time. Later in the evening, after 8:30 PM, the inspector called to say he could only stop by on April 20th (over 2 weeks from now) at 10:00 AM and no other times are available. He doubted he'd be anywhere in Leesburg for at least a month after that. He agreed that we weren't going to be able to schedule anything and hung up. So let me make it very clear: since Sleepy's has responded to my comment, I am not allowing Sleepy's to help me like it says in response to my earlier review. It's more like they are wasting my time and annoying the heck out of me.

Mr. Friedenberg,

We thank you for your complaint and follow up, as well as allowing us to assist you we are pleased that we were able to resolve your matter. We thank you again.

Sleepy's on April 5, 2012

I went in just to look since I live down the street from the Sleepy's in Leesburg, VA. I told the salesperson, Chris, that I was looking at different firm, queen sized mattresses and he checked his computer. He told me that the "Inverness" model was on clearance because it was replaced with the "Aurora" model and I could get the entire thing—box, frames, mattress, and shipping are all included - for less than $600. The bed arrived and was set up for me and it was fine for a few weeks. After about a month, it began sinking right under where my back is when I sleep. I rotated the mattress around completely. 3 weeks later, it's sinking on this side, too. After rotating it again, the old sink mark is still unbearable.

I can't sleep at all and this is the worst purchasing decision I think I've ever made. I am so angry with myself for not checking the consumer reports here earlier. Sleepy's sells defective mattresses as you can clearly see by the number of complaints here. There is a new complaint about defective products almost daily here! What's worse is that the guarantee basically lets them sell you a defective mattress, charge you another $200 to get it out if they decide to do anything, and the salesperson Chris told me very clearly that, "Sinking from the middle voids the warranty, but this won't happen at your weight". Well, I weigh about 150 pounds and this mattress is sinking. Don't shop here!

Good Afternoon Mr. Friedenberg,

Thank you for taking your time to speak with us today. We appreciate you allowing us to assist you towards resolution; our goal is Customer Satisfaction and I look forward to resolving your matter to its totality. We thank you again

Sleepy's on April 4, 2012

I bought a king mattress and box-spring from Sleepy's for $2779 on February 1, 2012. After sleeping on the mattress since then, we are waking up with lower back pain. We do not go to sleep with the pain, so it has to be the mattress. I called the store from which I bought the mattress and the saleswoman told me I have to immediately come to the store to discuss getting a new mattress. She told me I would only be credited with $2200 and would have to pay an extra $200 to exchange it. I agreed and went to the store. After choosing the same mattress but in a softer version, she had to make multiple calls to managers to get approval. She then told me that because we had gotten such a good deal the first time, she could not honor that price anymore and I would now have to spend an extra $1500.00 for the same mattress.

Why would I be penalized for getting a deal the first time? This is the fourth mattress I've purchased at Sleepy's and I am absolutely disgusted by this. I now feel like I'm stuck with an expensive mattress that is already starting to sag and is giving me backaches. All I wanted to do was to switch the mattress out, but now I want my money back.

Dear Lisa

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 3, 2012

I visited a Sleepy's store in Long Island, NY where I showed interest in purchasing two mattresses. The salesman told me that to lock in the price, I should open up a line of credit with Sleepy's, which I did, and I told him that I needed some time to think about whether I wanted to purchase the item. The next day, I got an email thanking me for purchasing the mattresses. Basically, the salesman figured it was a done deal and went ahead and put the order through. At this point, I was livid so I called Sleepy's and to compensate. They dropped the price significantly so I decided to place the order. The items were delivered when I wasn't home so I had my parents come and wait for the delivery. My mom said that she did not want the box springs and frames for both beds because they were too high, something which was not displayed in the store, but the delivery guy said it was okay and left it anyway.

When I called to have the box springs and frames removed and the money refunded for those items, the customer service rep at Sleepy's told me that I was not entitled a refund because I opened the seal. I did not open any seal. I did not ask the delivery guys to open up the box springs. In fact, the delivery guys were told not to put the box spring to begin with. I did not even place the initial order for the box spring, or any other item for that matter. I have been trying to get in touch with the district manager or store manager from Sleepy's for over a week and no one wants to talk to me. The store manager form the Long Island store, Joe, told me that he would call me on Friday, March 30 2012, and have the items removed from my house and give me a refund. No one called on Friday.

When I called, I was told that he was busy. No one returned my call. I decided to call from a different number because I figured that they saw my number on the caller ID and screened the phone call. That's exactly what they were doing because when I called from a different number, they picked up right away. Joe said that he would call back, again, and again he never did. So I have two huge box springs and two frames lying around my small apartment where I have two small kids running and crawling around. This is inconvenient and dangerous. There is totally no respect to the customers. This is the true definition of fraud. I will dispute the charges on my credit card if this doesn't get resolved soon.

Dear Allen

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on April 1, 2012

I ordered a brand new mattress set for a king bed in June 2011. I bought my set at a Mattress Giant, which was soon bought out by Sleepy's. I started noticing being unconformable while sleeping. I notice that the bed was staring to sink in. We would return to bed at night and the mattress never came back to life. I made a call in December and they stated that because mattress giant was bought out by Sleepy's, they did not have my information. I faxed over the information and spoke to someone about coming out to check out the mattress. After calling back and forth setting up meetings (for over a month), we finally got a meeting set up for February. After finding out there was a problem (I had to call), I waited another month for a credit.

Once I received the credit, which I had to call for, I only had 14 days to get a new mattress. I was only able to get a mattress for the amount of my old mattress. All the mattresses at Sleepy's were more expensive. So a sale consultant spoke with customer service about getting the same mattress I originally had. After another week, they create a new "number" for the product and ordered my mattress. It was said to be delivered between 1-4 on March 30. So, I took on work for that day to wait. On the 26th, I got a call reminding me about the delivery. I received another call on the 29th to remind me. Then, I get a call from the sale consultant on the 29th at 8:45 pm telling me that my mattress will not be delivered because they no longer sell that mattress. I was told to come in a pick a new mattress, but once again I did not want to spend more than I had before.

On the 30th, as I'm eating my lunch, who pulls in the driveway? Sleepy's! I ran upstairs and took everything off the bed and went downstairs to greet my mattress. I thought communication was mixed up and I was getting my mattress. The funny thing is that my mattress was not in the truck. Awesome. So after speaking to Peter ** about this situation (he was no help), I walked over to Sleepy to pick out a new mattress. My new mattress will be delivered Sunday. Let's see if it actually shows up.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 31, 2012

I purchased a Miralux mattress set in May of 2008. Within a year and half, the mattress started to sag. I attempted to get it resolved, but no one would call me back. So I gave up. Now it's four years later and the mattress is very bad. So I started the process over again. After calling three times, someone finally put my requests in and sent the independent inspector out to see the mattress. Mind you, it took four weeks just to get to this point. The inspector came, took pictures, did the measurement and there was over an inch dip in the mattress. Two days later, Sleepy's customer service called me and said my warranty is void because the frame's center post did not touch the floor. It was off by maybe half an inch. The frame was missing the foot, if you will, because I had in December of 2011 (3 months ago) moved.

Somehow through the move, that foot went missing. In any event, it was on that frame for four years, but Sleepy's customer service didn't want to hear it. I have purchased a couple of beds from Sleepy's but they refused to do anything to keep me as a customer. I will never again shop at Sleepy's and I have told family and co-workers about my experience. I paid over $1000.00 for this set and it has a 15 year warranty, but Sleepy's won't stand by their products. Judging by the other complaints, Sleepy's is not consumer-friendly. So buyer beware, shop elsewhere for your mattress. This experience has left me very frustrated.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 29, 2012

On February 19, 2012, my wife and I purchased a split king Customatic Privia adjustable bed which consists of two separate Twin XL power bases plus two Twin XL Sleep Options Ovation 11" memory foam mattresses plus two Dri-Tec waterproof mattress protectors and one queen large and one queen medium Tempurpedic Swedish neck pillows, all for about $4,100. We were scheduled for delivery on Wednesday, March 7, 2012.

On Tuesday, March 6, Sleepy's called me at 1:30PM to tell me they have all my items and they will be delivered the next day as scheduled. My wife and I decided to remove our old bed, box spring, and frame to the curb and clean up to prepare for the next day's delivery. We could sleep on the sofa for one night.

Then, I received a call at 8PM that same day from the Sleepy's store that my mattresses were damaged and the delivery date was now rescheduled for Saturday, March 10. Now, my wife and I had to sleep on the couch for four nights. This was inconvenience number one. Then all of our items were delivered on March 10 and set up. After the delivery men left, one of the power bases stuck in the "zero gravity" position and would not flatten out. This was inconvenience number two.

I called the Sleepy's store, and the store employee was unable to help me flatten out the bed. I called Customatic tech support and told them my problem. They were unable to help me to lower the bed, so they mailed me another control box because they said this control box was defective. The replacement control box arrived on Tuesday, March 13; and the Customatic repairman installed it on Wednesday, March 14. But the bed still did not operate. I immediately called Customatic tech support, and they still could not get the bed to operate. This was inconvenience number three. I went to the Sleepy's store to arrange for a power base exchange which was scheduled for two days later on Friday, March 16.

When the delivery guys opened the box to the replacement power base on March 16, the accessory box which contains the legs, remote control, nuts, bolts, screws, etc. was missing. This was inconvenience number four. I refused the delivery because of the missing parts. So I went back to the store to arrange for another power base exchange to be delivered the next day, Saturday, March 17. The replacement base was delivered the next day.

The very next morning, Sunday, March 18, the other original power base which was delivered on March 10 got stuck in the "zero gravity" position. This was inconvenience number five. I again went to the store to arrange for still another power base exchange, which was scheduled for Tuesday, March 20. On that very morning, the replacement power base that was just delivered three days before got stuck in the "zero gravity" position. Now, I have two inoperable power beds. This was inconvenience number SIX. I immediately cancelled the power base delivery for that day. I decided that I did not want any more replacement Customatic Privia power bases, as every one I received became inoperable.

Sleepy's now offered me to exchange my two inoperable Privia power bases for two Harris Hub Living Comfort power bases, which I accepted just to end this continuing nightmare. The new bases were delivered on Wednesday, March 21. My wife found the Sleep Options mattress to be very comfortable for her, but the mattress proved to be too firm for me as I was getting pain in my neck, shoulder, and lower back.

On Monday, March 26, I called Sleepy's Customer Service to arrange for a Comfort Exchange on my one Twin XL mattress. I wanted to exchange my 11" Ovation (CL7700) MF mattress for a 13" Exalt (CL8700) MF mattress. The customer care person told me that I would have to go to the store to arrange for the Comfort Exchange. I told her of all my inconveniences that I had to endure to date, and she offered me a $50 store credit which I refused because I had already bought everything I needed from Sleepy's: mattress protectors, pillows.

At the Sleepy's store to make the Comfort Exchange, I was then told that I would have to pay $49.01 for the exchange fee plus $89.99 delivery fee plus $251.10 for the mattress upgrade. Because of all the many (6) inconveniences that I had to previously endure with my Sleepy's purchase, I asked if Sleepy's would waive these fees. All Sleepy's did was remove the delivery charge. I was then forced to pay $320,06 to complete the exchange. I had also asked if I could use the $50 store credit that I was offered earlier that morning, and I was told they could not do that. Why not? I was making an upgraded mattress purchase.

Sleepy's goal in all their ads is 100% customer satisfaction. After I originally paid about $4,100 and endured this nightmare, all I was asking now for Sleepy's to do was to waive the remaining $320.06 fees. That would help to make me a satisfied customer. I will post Sleepy's response to my issues next week for all of you to see.

Dear Frank,thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@sleepys.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 27, 2012

I purchased a Sealy Posturepedic mattress set from Sleepy's in April of 2010 in the amount of $1,166.28 (Sealy South Court made exclusively for Sleepy's). In less than one year, a deep sag formed in the middle of this mattress despite rotating it as recommended. This defect makes it extremely unbearable to sleep on!

Subsequently, I put in a claim with Sleepy's per Sealy's request. On February 4, 2012, the independent inspector hired for Sleepy's took measurements and photos, indicating that the mattress was definitely sagging and said the company would be in touch within 10 business days. On day 14, I called the Sleepy's and was told that that due to Sealy's guidelines frame has improper support, which voids the warranty. There's no exchange. Upon viewing Sealy's website, my bed frame meets all criteria of proper support. Subsequently, I sent a letter to Sealy and several emails of this inspection, including the photos. Sealy's replied back to me in an email and stated that I do have proper supports.

On March 19, 2012 I received a letter from Sealy's stating: "The warranty process is handled exclusively by the seller of the product. Retailer is required to adhere to the guidelines set within our warranty. Therefore, your denial was based upon our stipulations. We will stand behind the retailer on their decision."

Now, I have a paper-trail from Sealy stating that my bed frame has proper supports, but nobody from Sleepy's and/or Sealy will assist me. I feel like a ping pong ball being bounced back and forth as both companies will not honor this warranty. I'm fed up! This is unlawful and exceptionally poor business on Sleepy's part. I am extremely upset over this devious and dishonest manner in which they both refuse to honor the warranty guarantee. I am contacting my local news stations and filing complaints with their consumer reports specialists regarding possible broadcast warning future consumers of this deceptive business practice.

Dear Joan, thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@sleepys.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 27, 2012

I spoke with sales person associate ** at the store located at 4390 RT 130 N Willingboro, NJ and made a purchase (4 bed frames & 1 mattress) on 2/16/2012 with cash. I found a better deal elsewhere so I was credited $108.06. ** said he would have the corporate office send me a check in the mail because there was no cash in the store (agreed). I called back on 3/22/2012 and spoke with him. He said, "I see there was a problem and I will have the District Manager ** call you back today. I never received a call so I called back on 3/23/2012 and spoke with ** again. He was very irate and ignorant with me. I was very dissatisfied. I called customer service to inquire about my refund and spoke with **.

** said to me that I purchased something on 3/6/2012 with my credit of $108.06. I never ordered or purchased anything from any Sleepy's store other than on the date of 2/16/2012. To my surprise, to keep from sending me my credit of $108.06, ** went into the computer on 3/6/2012 and purchased merchandise with my credit without my knowledge. Where is the merchandise or where is my credit? Did he purchase it for himself because I didn't receive a delivery or a receipt or any confirmation in the mail of this change? Can someone please help me with this issue? I just want my money back from my store credit of $108.06. Thank you.

Dear Devonia,

Thank you for sharing your concerns. We apologize for the service you received. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue. Thank you.

Sleepy's on March 23, 2012

I have not received my rebate form, customer code, invoice, Tempurpedic pillow in the 9 days I was promised. The rebate deadline is at the end of March and I still haven't received the necessary material I need to apply for the rebate. This is the third mattress I have purchased from Sleepy's, and the rebate was the deciding factor in choosing them this time as apposed to going direct to Tempurpedic. If this doesn't arrive soon, I'll be out $100. It does not seem fair.

Thank you for your post. A representative will reach out to you shortly. Thank you.

Sleepy's on March 22, 2012

I originally wrote a complaint on March 4, 2012. On March 5, 2012, Sleepy's responded and stated: "Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you."

I sent them an email on March 7, 2012 informing them the date(s) and time my husband was available to speak with them so this issue can be resolved. It is now March 18, 2012. We have not received a call or an email. I gave them all the information they requested. If the time was not good for Sleepy's to reach us, then they should have let us know. Our phone is on 24/7. There is no excuse. Once again this shows how customer service is handled at Sleepy's. Thanks, Sleepy's, for this horrible experience with your company. I'll make sure to let all my family and friends know how you treat your customers.

Thank you for your post. A representative will reach out to you again shortly. Thank you.

Sleepy's on March 22, 2012

On 2/10/2008, I purchased a Kingsdown TPDELU5 sleep to live mattress at Sleepy's in Cambridge, MA. I wanted a Tempur-Pedic, which I had before, but after taking some kind of fake sleep test in the store, the sales woman told me I needed the Kingsdown due to my back issues and the way I sleep. $2,299.00 later (including mattress pad), I am stuck with a defective mattress. Two years later, I have the warranty inspection and, yes, the mattress is defective and is no longer manufactured. No surprise there. There are long indentations and large lumps throughout the mattress and I am unable to sleep on it. My couch is more comfortable. Great, I will be able to get a new mattress after the report is filed! No sorry, not if you bought the mattress from Sleepy's!

According the person I just spoke with, there is a very small brown spot on the left side of the mattress. It's not visible with the naked eye, but apparently clear on the photos taken by the warranty inspection. So, despite that fact that the mattress is clearly defective, and had been covered with a mattress protector the entire two years except to be washed, my mattress is no longer under warranty because there is a small spot on it! What does that have to do with a defective lumpy mattress, you may ask? Well, don't ask Sleepy's! They are not a company you want to be stuck dealing with. Please buy your mattress somewhere else if you want a quality company. Sadly, I cannot afford another $2,438.00 mattress. But I can afford small claims court and to continue to use my free speech to make sure no other consumer has to be stuck with a poor quality, defective mattress from a company like Sleepy's. Please, for a good night sleep, do not shop at Sleepy's.

First, I would like to say that the two representatives in the store along with two gentlemen that delivered everything to me the next day were amazing. I do not have a single complaint as far as they are concerned and honestly, so far the mattress seems just fine. My issue is with the pillow that I purchased. I tried a number of them out in the store as I have a serious neck injury due to a motor vehicle accident and finally found one that seemed perfect. Unfortunately, they were out of stock in the store, but it was available to be included with my delivery the next day, so I agreed to that. However, when it came, it was folded up into thirds and vacuum-sealed into such a tiny bag that at first, I thought they forgot to deliver it.

When I opened this package, it literally exploded out into the queen-size pillow. There was no other plastic or wrapping around it, simply the solid white vacuum bag. It appeared to be fine as far as no tears or stains and seemed to conform to a normal shape. But after the first 2 nights, I noticed my neck was not only not feeling better, but feeling worse. And the firmness of what I had didn't seem to resemble the support of the one I tried out in the store. I contacted Sleepy's regarding a return due to either being shipped the wrong pillow or the fact that maybe due to the shipping method it was compromised and dealt with a very unhelpful individual who just basically kept repeating, "The company has no refund policy!" For over $100 for a pillow... that I cannot use for medical reasons. This is unacceptable. I also purchased a complete bed set that day, opening a Sleepy's credit account so I feel as a new company customer, let alone a new product customer, something more should be done. And in all honesty, I would simply like to be able to return the pillow to the store I purchased it from for a full refund.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 16, 2012

Just almost like all the other complaints, we are now sleeping in two holes, with a big hump in the middle. I can only rotate the mattress (once). It is a king sized bed, and we only end up sleeping in each other's holes. I have a backache, hip and neck pain. The order date is 3/29/09, purchased at 300 Quaker Lane, Warwick, RI 02886 (phone number 401828-3521).

Thank you, welcome the opportunity to speak with you. A representative will reach out to you shortly. Thank you.

Sleepy's on March 15, 2012

I bought the mattress on 9/26/2010. A few months after sleeping on it, we noticed we weren't having a good night's sleep. A few months ago, we noticed the bed sagging on both sides, especially on the red side, which is supposed to be the firmer side. We also noticed an extreme hump down the middle of the bed. We filed a warranty claim in February 2012. They sent someone out to inspect the mattress on 2/26/2012. It was sagging 1 3/4 inches with a noticeable hump in the center. We were told we would hear from Sleepy's within 10 days either by phone or a letter.

We never heard from them, so we called on 3/10/2012 and were told that Sleepy's was going to reimburse us for the entire cost of the mattress. We went to a showroom store and looked at mattresses with the intent to exchange it for something else since we really didn't want to go with Kingsdown again. Only after we were at the showroom did we learn that we had to purchase another mattress of equal or more value. We also learned that if we purchased another manufacturer's mattress, without buying the box spring, the warranty could be void. We then thought that Sleepy's should reimburse us for the entire set, mattress and box spring.

We called Sleepy's warranty department and expressed our concern about this. The woman told us she couldn't credit the cost of the whole box spring as Kingsdown did not warranty the box spring and it was not defective. She said she would credit us for half the cost of the box spring, which was actually like crediting one box spring as there are two box springs to a king set. We also told her it was not fair for us to pay delivery fee again, so she took another $20.00 off that cost. We went home and thought about not being credited for the entire cost of the Kingsdown set (king size).

We called warranty once again at Sleepy's and expressed our concern of how we didn't think it was fair that we are only being credited for 1/2 of the box springs. We feel we should be reimbursed for the entire amount. Larry in the warranty department at Sleepy's said he could not credit anymore on the box springs. He added that when we go to the store to re-purchase, we should call the warranty department and they will work down the price of the new mattress so that we would be getting the credit for the box springs.

We went to Sleepy's on 3/13/2012 to make our final purchase of a mattress and box spring. After having been to the showroom 3 days in a row and spending a significant amount of time there, each visit, we finally thought we were going to seal the deal with the mattress we had decided to go with without having to pay anymore for the set. Oh my God, It took our sales guy 3 times, calling the warranty department at Sleepy's to finally get what they call "a good deal." We had picked out the Simmon's Legend plush firm set. After our sales guy talked to a woman in warranty, she made out like she was giving us a deal when in reality she only moved numbers around to make it look that way. We figured in our heads that it was not a good deal, and so our sales guy told her he would call her back.

He then called again and explained the situation all over again to another woman in warranty. She then told him that although Larry made a comment on our claim about lowering the cost of the mattress set so that we wouldn't be paying for the new box springs, he also stipulated (so they said and also which he didn't tell us on the phone) that the price would be lowered "only" on certain sets and the Simmon's Legend was not one of them. We were now again at ground zero and have to start over. We were so frustrated that we told our sales guy to work up the price of the Kingsdown king set, because they could lower the price of the set to allow us to get the full credit for our old box spring, so that it wouldn't cost us anything. We weren't happy about the decision to go with Kingsdown again, but we need a mattress set.

They worked the numbers so that it looks like we got the full credit of $2675.00 (the price we originally paid for our faulty mattress and box spring), but we still wound up paying $392.00 (the difference between the price of the new set verses the old set, the mattress pad, and the delivery fee). We are very dissatisfied because we feel we shouldn't have had to pay anything—zip, zero, notta—for an exchange of a new set! Sleepy's should have made an even exchange with us. Even if the price of the new set was more money than when we purchased,

Sleepy's should recoup the difference from Kingsdown. If Sleepy's wants to continue to keep us as their customer, they should have satisfied us and they did not. We made unwarranted phone calls to the warranty center and spent numerous hours of our time and time is money. When we purchased our original mattress set, we weren't looking to replace it within a year and a half. It is through no fault of ours that the mattress was faulty. We should have been compensated totally. We will not buy from Sleepy's again and we will recommend to our family and friends to not purchase from there as well.

Dear Mrs. Chapdelaine. Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 15, 2012

Follow up to my complaint, I thought it would be fair to post that Sleepy's did resolve my complaint (Jan. 27, 2012) satisfactorily.

Good Afternoon Mr. Elsworth,

We thank you very much for updating your post we appreciate it greatly. If you require assistance in the future please do not hesitate to reach out to us we look forward to serving you for many years to come. You are valued, thank you again

Sleepy's on March 14, 2012

This will be my third entry for this purchase from Sleepy's. This is an update to my complaint last week. I'll paste in my original complaint then the response I received: I recently purchased a $1,200 (got it for a little less because of a holiday sale) mattress from Sleepy's. I thought I had a great experience in the retail store, and left fairly happy with my purchase. I set up a delivery time, and was given the "cable TV 4" hour block, which is absolutely absurd to begin with, but whatever. Delivery came 1.5 hours after the 4 hours they set. It was annoying and unacceptable in my opinion, but that's not what this is about. This is the 30th day of having my mattress. Since the first week, it began sagging. I've been sleeping in a hole. My back is in agony. My hips are in agony from trying to get myself out of this crater throughout the night. It's a dead spot in the bed.

I've been back to the store to test out the bed that I bought and there is clearly an issue. I spoke to a rep last night (which was my 29th night), and we chatted about options, and he told me that you can get an even swap within 28 days. Like I said, last night was my 29th night, and the "system was down" when I was in the store, so we could not call at that time. He told me he was going to put a note in the system, so I would have an easy time calling today. It's the holidays. Work is crazy. I've been traveling. This was truly my first opportunity to address this. Again, I have to stress it was my 29th day. So my main concern here is dealing with this inspector/warranty stuff. I don't really need to explain. Just read the hundreds of complaints on Consumer Affairs. I paid a lot of money for what I thought was a quality product. I know, as well as the reps at Sleepy's that this is a losing battle for the consumer. Again, read the posts on Consumer Affairs. I just don't want to deal with it.

I have a defective mattress. I'm not sleeping. I'm in a lot of pain, and it's affecting my life. I just want it swapped out. They pushed back on me on the phone today. They said that I was outside of the 28 days guarantee. Now, it is the early morning on the 30th day, and their system was down last night on the 29th. They wouldn't honor this to me, and said I had to call back when I get home to answer a questionnaire, file a claim, then wait for an inspector and embrace the nightmare to come. I have nothing to hide. I just want what I tested out and paid for. The bed I received is defective. I've had an absolutely awful experience with Sleepy's, and I will fight this even if I have to see my physician and my lawyer. I'm miserable. Shop somewhere else.

Sleepy's response said: thank you for sharing your concern(s). A member of our Customer Relations Department will reach out to you before the end of business tomorrow, and assist you towards a resolution. We thank you and appreciate your feedback, and most of all look forward to resolving the matter to your satisfaction. Well guess what? I received no call from Sleepy's. It's also no surprise to me that Sleepy's doesn't have a Facebook page or Twitter account. This is absolutely awful business and customer service. I am disgusted. It's like they stole almost a $1,000 right out of my back account.

Sleepy's finally replaced my mattress. I wasn't trying to pull anything. I didn't want a refund. I just wanted the exact replacement for the original mattress I purchased. The same issue occurred with the replacement. Honestly, I cannot get over the quality of this mattress. It's just absolutely awful. It sags so much during the night. It's mind boggling. My back is in so much pain, as I sit at my desk and type this out. I am honestly blown away by this. I purchased the "Barrington Oaks Plush Top". It is a complete piece of garbage. I get stuck in this rock hard pit throughout the night. My hips and shoulders are in pain from struggling to roll out of it through the night. The edges of the mattress actually feel nice and firm, with a nice plush top. I cannot believe I spent almost a $1,000 for this, and I also cannot believe the amount of complaints about the same issue.

What kind of product do Sleepy's sell? Is the whole thing a facade? You literally feel yourself "thump" into the pit, no bounce, and no plush. It's just a dead area. I'm in so much pain, and this has been going on since November! I have been slow, stiff, grouchy, tired, and in agony for that long. Honestly, I have had my previous mattress last for almost ten years, and I paid $600 from a different retailer, and it was a dream. People would sit/lay on it and immediately say, "my goodness this is comfortable". Now I'm left with this lemon of a product. I want my money back. I want it all back. This has been such a nightmare. I would think long and hard about going elsewhere for a new mattress, if this Consumer Affairs website is accurate of what's going on at Sleepy's.

We appreciate your feedback, and we apologize for the difficulties that you have experienced. All feedback whether positive or negative is definitely taken into consideration; Sleepy's prides ourselves in 100% customer satisfaction, listening to the consumer and taking feedback like yours very seriously. We hope that you will change your mind and allow our team of specialists to further assist you and address your complaint. An agent will reach out to you within 24-48 business hours to assist you in resolving your complaint.

Sleepy's on March 12, 2012

I purchased a Contour Select Tempur-Pedic mattress and 2 box-springs. My order was $3407.16. When I placed the order with **, I was promised a free Tempur-Pedic pillow. He then turned the order over to ** as he was going to be out for a few days. I got my box-spring and mattress delivered with the wrong mattress cover and no pillow. I have since been calling up for weeks and weeks and was told by ** that my pillow will be sent to me right away. This has all been lies. She told me ** is on top of it and she constantly lies to me. I am soon going to plan to call up and have this $3407 mattress and box-springs picked up and returned. I am very unhappy. The store is 969 Third Ave, NY, NY 10022. 212-223-4319.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 12, 2012

On Sunday, February 12, 2012, I went to the Sleepy's store in Waldorf Maryland to purchase a queen size King Koil Rutherford Firm mattress that I seen advertised on sale in the Sleepy's website for $129.99. When I went to the store, I showed the salesman the sales ad on my smart phone. He then took me over to look at the mattress in a twin size version and told me that the set was on sale for $199.99 and that it would be a better deal for me to purchase both. So I told him to give me the total price of everything (including the box spring) and to total how much it would all cost. He then checked his computer and told me that he did not have that brand of mattress in stock at his store or any surrounding stores and it would be a $29.99 charge for the set to be shipped from the warehouse to the store. I agreed and he started writing down some figures on a scrap piece of paper and told me that the price would be $212.01.

I asked the salesman if I could pay $120 in cash and charge $100 on my debit card. He said that it was okay. After the salesman charged $100 on my card, he took the $120 cash and put $100 in his right coat pocket and put twenty in his wallet. He then typed up and printed the sales order receipt and told me that the delivery date for pickup will be Thursday, February 16. He asked if I had any questions. I only had one, so he then told me to have nice day. I had to remind him that I was supposed to get a change back out of the twenty that he put in his wallet. He told me he didn't have any change on him and asked me to take the twenty to the one of the stores nearby and get some change, which I did.

On Thursday the 16th, I took off of work, rented a U-Haul and went back to the store for pickup. I was met by a different salesman. I told him what I was there for and showed him my sales order receipt. The salesman went into the back and came out and said that he didn't see any order back there for me. I explained and showed him the sales order receipt again and told him the salesman I seen the Sunday wrote the order up to be picked up for today. He then walked over to his desk and checked the computer system and told me that the order in the system was set to be delivered the following Thursday the 23rd. Again, I showed him the sales order receipt and showed him that on the receipt it said the 16th and the salesman told me the 16th. The salesman then called the warehouse and spoke with a supervisor, which he implied the customer thought his pickup date was today, and then got off the phone. He told me there was nothing that he could do and I would either have to go to the warehouse and pick the order up myself or wait until next Thursday.

I started to get upset and told the salesmen that I can't wait until next Thursday because I had already thrown away my old mattress and box spring. I asked him to print out the directions to the warehouse and left store. After driving an hour and a half to the warehouse located in Columbia, Maryland, I parked at the loading dock, walked in and handed the employee my paperwork and waited outside for the delivery. When the warehouse employee came to the loading the dock with my order, it was only the mattress and told me that the box spring was never ordered on the sales receipt. At this point, I was pissed off at the whole service I received.

I went back to the Sleepy's store the next day and talked to another salesperson who kindly told me that after checking the computer system, my delivery date was changed on Tuesday the 14th to Thursday the 23rd, in which I didn't received any notification. He apologized for the inconvenience and told me that the delivery charge would be refunded back to me in about a week either by check or credited back into my account. If not, I should contact customer service. It's been about three weeks and I have not received any of it back. In my opinion, the slogan "The Mattress Professionals" needs to be changed "unprofessional" for the service I received.

Dear Mr. Sewell,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue. Thank you!

Sleepy's on March 9, 2012

Roughly one week ago during the President's day sale on 2/25/2012 at 3:21 pm, my wife and I purchased a king size mattress, box spring and frame from Sleepy's in Union New Jersey at 1701 Morris Avenue location. Only nine days later had gone by and we noticed that we began to have lower back pains. We finally realized that the mattress had two depressions in it, one where I sleep and one where my wife sleeps. We contacted our sales rep at Sleepy's and were unable to resolve the issue. We explained that during the initial home trial period, we noticed that the mattress had two depressions and looked like about two inches in depression. He said we would have to pay around $300 or more under the Sleepy's return policy and had up to eight years to return the mattress if we were still unhappy with the product or the mattress was covered under a 25 year Sleepy's warranty policy.

We explained we just wanted to exchange the king size mattress for one that was not defective during the home trial period. We made sure we purchased the best G.S. Sterns & Foster mattress regardless of pricing we wanted the best. Our salesman said there was nothing he could do for us. Therefore, I am contacting Sleepy's for resolution before I seek legal representation. The mattress we purchased is over $4000 and I cannot seem to get anywhere with any of the customer service individuals from Sleepy's. If the mattress we purchased is not depressed more than 1.5 inches when inspected, we were told that Sleepy's will not warrant the mattress and an independent contractor will need to inspect the mattress. This was never explained to us or is not written on any of the warranty exchange policy in the Sleepy's store nor did the sales man notify us in any way in writing. We will have no other choice but to proceeded with legal advice if this issue goes unsettled.

Dear Mr. Igle ,

We have received your complaint Sleepy's number one goal is customer satisfaction. A member of our Customer Relations Department will reach out to you within 24-48 hours to assist you towards resolution. We thank you once again for your complaint and we look forward to resolving your matter.

Sleepy's on March 7, 2012

Recently, Sleepy's delivered a Stearns & Foster pillow top mattress and box-spring to my home. The cost was close to $2000, delivery was unsettling. The mattress was folded and pulled in every which way on its way up to the master's bedroom. After a few weeks of sleeping on it, my wife mentioned that the side she slept on was very uncomfortable and lacked support as she sunk in. So I slept on her side for a few days and immediately noticed the deep impression when sitting or laying on the right side of the mattress. I contacted Sleepy's and they sent an inspector after a few weeks to take a look. The inspector said he believed that the mattress was defective and was going to recommend replacement. However, on 1/27, Sleepy's informed me that the mattress met manufacturer standards and would not be replaced. They said the impression was one inch, which still met their standard.

The manager (Henrietta) offered me a replacement mattress around $900. I called back to give Sleepy's another chance to remediate the issue. I spoke with Shanelle on 1/31/12. She told me she would contact Stearns & Foster to review the situation a second time and would contact me in a few days. I never heard back. I had a feeling she had no intention of calling me back and said that to discontinue our conversation. So now my wife and I are stuck with a new defective mattress that Sleepy's will not replace unless we provide them with more money. I worry that we may experience significant back and body pain in the future as a result of not sleeping on a flat surface.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on March 7, 2012

We bought a mattress in Sleepy's in February. It was exchanged 3 times. The first was a mistake. The salesman sent one we didn't see and we trusted him. We exchanged it and it had memory foam and it had no balance or any support. The third we paid an extra $1000 for an extra firm, only to be in agony and feel like we were on a resistance machine. The fourth, which we currently have, is a cushion top (foam) that is causing severe neck and shoulder pain and numbness of my arms because it is a foam top and again is too soft! We have all our receipts. I don't now if we can change this a fourth time. We just need a traditional, classic mattress that is firm with no foams, cushions or any type of softness on the top. It feels like we are sleeping on a couch. We can't find it anywhere. Can we exchange it again in Sleepy's? This was a month's of my husbands pay. Thank you very much.

Dear Mrs Sonnes

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 6, 2012

I will say that I think the mattress was fairly priced, though an older model. However, I agreed to purchase a mattress protector mostly because it is supposed to protect against dust mites, something my wife is allergic to. The "mattress protector" the agent added was $40, which was more expensive than the previous protector we had purchased from Target, but I agreed because I liked the price of the mattress. We took delivery of the mattress and "protector" and signed for them both, mostly to prevent the delivery persons from tramping around the house in their wet boots any more than they already had. In any event, we set the foundation up with a pre-purchased protector (to protect from dust mites) and then unwrapped the mattress.

We opened the $40 mattress protector to find that it is a glorified mattress pad that does not encase the mattress so that it is useless for dust mites. The first customer service rep was very kind and told me that they don't accept the protectors back after opening them, which I disagreed with, but she seemed such a kindly woman. She offered to discount an enclosed mattress protector which could cost as much as "$190". Give me a break, Sleepy's! I didn't want to get frustrated with the nice rep, so she noted my account and I wrote an email through the site and requested an email back which I never got. I called again today and the rep today was--let's just say she was not cordial. I was told, curtly, "We don't have a return policy (for that)... We just don't." Of course, they don't. Why would they allow returns on a product with such an obviously stupid-high markup? Read the reviews before you purchase! And do not purchase their overpriced mattress protection scam!

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on March 6, 2012

We purchased a queen mattress, box spring and frame on 2/11/2012 for a second room. Since that purchase we also purchased a bed frame with headboard, footboard and side rails from another retailer. I wanted to take the $100.00 frame back where we didn't have a need for it. I did take the frame from the box to position furniture around the room. The box is in its original condition with one end open. I called the store and was told that it was not able to be resold so I could not return it, but I could call customer service. I tried that and they supposedly even spoke with a supervisor, but I received the same answer. I also e-mailed customer service expecting some sort of response within their 2-day window; I have not received a response from them.

This is not a mattress that someone has laid on; it is a metal frame that a bed would sit on. I do not understand why a frame could not be resold. It was never mentioned by the salesperson that if the box was open it could not be returned. If all retailers had this type of policy, they would all be out of business. I will not shop at Sleepy's again nor will I recommend them.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 6, 2012

I bought several mattresses from Sleepy's at one time with all ending with sagging issues after the 30-day in-home period. They had the independent contractor come out with recommendation to replace one of the box springs and said nothing was wrong with the others. Stupid me. I kept going back to the store to buy new mattresses. They all have the same problem. The original mattresses were donated to the Salvation Army even though I'm still paying for them through a consolidated loan. I didn't want to have a warehouse of mattresses in my basement.

Recently, I almost got suckered into another bill to replace the last financed purchase that I have to roll uphill to get on the other side of the bed. I canceled the order after I thought about how I was going to pay all these bad mattress bills. This all happened with me having a very bad back and going through cancer surgery and treatment. I also gave the original salesperson my just about new Tempur-Pedic purchased elsewhere. I spite of this I was made to pay for mattresses to replace the bad ones each time. I wish I would have found all these bad reviews before I experienced all of this and spent thousands of dollars.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 5, 2012

On 02/25/2012, my husband and I purchased a bed by a company called "My Side" from Sleepy's. We were told that there is a 21-day comfort exchange policy if the bed did not feel right. We tried the bed for a week and it was uncomfortable. We were waking up, tossing and turning all through the night. The middle of my back was feeling sore because I was sinking in. You won't really know if a bed is comfortable unless you sleep in the bed for eight hours or more versus the 10-15 minutes you get to lay on the bed on the showroom floor.

We went back on 3/3/2012 to Sleepy's to exchange the bed for a different one because we needed something much more firm. We tried the "Simmons Beauty Rest" and was happy with it because there was no "plush" and it was firm. The "Simmon's Beauty Rest" bed we wanted was a few hundred dollars less than what we paid for the 'My Side." According to Sleepy's policy: "All exchanges has to be of equal or greater value." This was never told to us until we came in to exchange the bed.

In order for this exchange to occur (because the Simmon's Beauty Rest costs less), customer service added the difference so it can equal the same amount as the "My Side." On top of this transaction, we were charged another couple of hundred dollars more because there are "exchange fees" as well as another "delivery charge." My husband was pretty upset about this because not only did we already spend a whole lot of money for the first bed, now, we have to dish out more money for another bed so we can be comfortable.

We will never purchase another bed from Sleepy's again and let friends and family know not to take a chance making a purchase there, just because we were never told in full details about the "comfort exchange policy" or consequences that come with it. So buyers, beware!

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 5, 2012

On March 2nd, I went to Sleep'y located in Arlington, Virgina to make a payment on my layaway. First, I was going to write a check in the amount of $156.00 but I was told by the salesman named Johnson that Sleepy's do not accept starter checks. At the same time, he had already put in the system the amount of $156.00. I decided to do cash but at a lowered amount. The amount that I had decided to do was $56.00. I had given the salesman a $100.00 bill and he stated that Sleepy's do not have change for $100.00 and asked if I had a smaller bill. I told him yes.

He stated to me that he could not remove the $156.00 from the system and that he had to get someone else to have it removed. After this was completed, he had given me a copy of my sales receipt with the incorrect amount. I told him that once I get home, I will review my last receipt. I reviewed my receipt and the amount that was left for me to pay was $456.51.

At once, the payment that I had made yesterday in the amount of $56.00 should have bought my balance down to $400.51, not $495.90. Then, I noticed that he added on a delivery fee, which I did not ask for, in the amount of $89.99. I called one of Sleepy's 1-877 main numbers today, 3/3/2012, and I was informed that they could not remove that fee. The person who added this fee is the only person who can remove that fee. It is interesting how you can change an incorrect delivery fee from within the store but you cannot remove a deposit fee charge from within the store. I am, at this time, having problems in getting this issue resolved.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on March 5, 2012

We were told to try the electronic sensor mattress to figure out our body time and the salesperson highly recommended the mattress we purchased from her. It was horrible to sleep on, so I called to complain and requested for an exchange to a softer mattress. I was told that our body will get used to it. We waited and unfortunately, we kept waking up with back aches. I called the toll free number and the customer service assistant was extremely rude and said it was too late and they can not do anything and hung up. I called again and requested to speak with a supervisor; she said the same thing and was extremely rude. We're without a choice.

We have been using this horrible mattress and we wake up with aches and pains that we never had prior to this mattress. Being "mattress professionals" seems very unprofessional to us because we feel like we were convinced to buy this mattress according to some computerized bed and now we have to suffer. Sleepy's is very unprofessional because no one responded to my e-mail that I sent them on the Sleepy's website to this day. We spent over $1011.40, to be precise, on this mattress set and we are asking for refund. We've bought 3 sets from Costco in the prior years and to this day we love them. Unfortunately, Sleepy's is a rip off and does not stand behind their products that they advertise so well. My Sleepy's invoice # is **; style, S132835/SET- BRWC; Lucetta pf qn st. $930.03 plus tax.

Dear Mr. Sadiqi,

Thank you for sharing your concerns. We have located your account information, and a representative from Sleepy's will contact you regarding your issue. We look forward to working with you and resolving you issue. Thank you.

Sleepy's on March 6, 2012

I want to alert everyone to the poor, correct that, terrible customer service exhibited by Sleepy's. The term "caveat emptor" applies perfectly to the service and attitude you will receive from Sleepy's--from the used car salesperson tactics exhibited during the sale, to seeking any changes or corrective action to any problems with the products they sell, delivery and their so-called guarantees. I feel that I was able to limit my poor experience through extensive research immediately after the sale. But, the Sleepy's customer service is not like anything I've ever experienced in purchasing from any other retail store. My situation dealt with an issue where I purchased a new mattress. After a bad experience with a previous mattress, where I skimped on the quality, I was willing to spent on a top line mattress.

After looking around and taking the Sleepy's mattress test, I was directed to try different mattresses, all considered top of the line for various manufacturers. Finally deciding on a brand, I was assured by the salesperson and the district sales manager, who happened by chance to be in the store for the day, that this mattress was top of the line from this particular manufacturer. Once I agreed to the purchase, Sleepy's went out of their way to make sure I had the mattress delivered to my home first thing the next morning. Thinking this was great customer service, I accepted. I now realize that the tact is not good customer service, but to get the mattress in your home and unwrapped so that you have very limited recourse for changes and adjustments if you have any issues and problems.

Thankfully, I did research prior to delivery and found that I didn't buy the top of the line mattress from that manufacturer. I did, however, buy the most expensive. I found a better quality bed through online research and found the equivalent bed at Sleepy's. The cost was 40% less than the bed I originally purchased. So prior to delivery, I called and refused delivery. I went back to the showroom immediately after refusing the delivery and explained my situation. I asked to look at the bed I had researched. I liked it and asked them to change my purchase to the newer, better, less expensive bed. The result of the new transaction would be a credit back to my credit card.

Well, it took 2 full days, 2 trips to the sales showroom and 4 calls to the salesperson to finally receive the revised invoice showing the correct purchase and adjusted price. I thought all was resolved. It is now 6 days later and I checked with my credit card company to find out that the original purchase still shows on my credit card, but the credit is nowhere to be found. I called Sleepy's customer service and was told the credit was never processed. The customer service rep said they would now process the credit and I should see the amount reflected on my card in 5 to 7 days. I asked why it hadn't been processed. The answer I got was "I don't know why." So no explanation, no apology, just okay, it will be processed. If I hadn't called, would the credit have ever been processed?

Also what's with the five to seven days? The original charge showed up on my card immediately, but the credit will take five to seven days? Now, I need to monitor this transaction daily until the credit appears on my card. Between the numerous trips to the showroom, phone calls to various Sleepy's "Customer Service" and "Sales" people as well as the now monitoring of my charge card, this has been anything but a good experience. As I said earlier, when doing business with Sleepy's, caveat emptor, "buyers, beware."

I'm never doing business with Sleepys again.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 27, 2012

On 2/23/2012, I got a price quote from Better Bedding in Southington, CT (Better Bedding was recently purchased by Sleepy's) for $1,300.00. I took it to Sleepy's in Southington to see if they could beat it, as they advertise. Since these are essentially the same company, we were talking about the exact same bed. (Estate) They (Karen) admitted this and only agreed to match it, and orally quoted a price. I told them I needed to have my wife test the mattress before buying it. We came back a couple of hours later and were told that they called the manager at Better Bedding, and they could not possibly offer such a price, and neither could Sleepy's. The clear implication was that I was lying about the quoted price. They quoted a new price of $1,709. We went back to Better Bedding, where a gentleman, who indicated he was the district manager of 26 stores and had been there before and quoted me the price originally, wrote up the order. It will be delivered tomorrow. I have the invoice and would be happy to share it. Obviously, somebody was lying here, and it wasn't me or Better Bedding.

Dear Mr. Bailey,

Thank you for sharing your concerns. We apologize for your dissatisfaction with the service you received. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you towards a resolution. Thank you.

Sleepy's on Feb. 24, 2012

I went to the store for the Presidents' Day sale on Saturday, 2/12/2012. First of all there was only one salesman there (during a sale) and we had to wait a while because he was trying to do everyone at the same time. Once we got him, Mike **, even though he was very nice, we were only looking for a twin bed for my son and wanted the ones on sale (as advertised). He had a hard time showing us because he kept going back and forth to the rest of the customers. We finally found them and they looked like they were hand me down, not new beds, hidden away on the back wall like they weren't nice enough to showcase! We saw other beds that we liked and when we said that we'll take this one or that one, we were disappointed because Mike said that the advertised tag that was one the beds were on the wrong ones! Really? After we finally settled on one and did the paperwork (paid in full) we were told that they have to order the beds--not in stock. We're disappointed again.

We set up a delivery date (a whole week). We leave and called a relative who tells us we can have her unused (2 year old) twin bed. We go back 20 minutes after we left the store to cancel and get refunded. We call the number and speak to a supervisor (right in front of the salesman) who tell us "no problem," the full refunded amount ($248.39) will be back in your checking account right away and should show up on Tuesday (Monday was the Presidents' Day holiday). I called yesterday and they said it's not in the system as a refund. They were showing a pick-up! Messages were left to her supervisor, general manager and manager of the store we went to. No call was returned, so I called the next afternoon and the same story was given. After I explained it again, that we cancelled it, not picked it up, the rep this time (Jennifer) states that I see that a request was given to clearing house for my refund and it will take 5-7 business days. It should be there by Wednesday of next week. So for more than 2 weeks after I bought the mattress I should get my refund back! What am I supposed to do for money for my bills that are late now because of your delays? This is unfair! What happened to satisfaction guaranteed?

We appreciate your feedback, and we apologize if you experienced difficulties. All feedback whether positive or negative is definitely taken into consideration. Sleepy's prides ourselves in 100% customer satisfaction, listening to the consumer and taking feedback like yours very seriously. We hope that you will change your mind and allow our team of specialists to further assist you and address your complaint. Please email us at csable@mattress.com and provide your invoice number or customer code and include a telephone number with the best time and date to reach you.

Sleepy's on Feb. 23, 2012

Mattress was defective. Delayed inspection to prorate an additional year. They tried to bait and switch prices on products, charge sales tax on services and product. They refuse to correct sales tax and will not return calls to corporate or regional VPS.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 23, 2012

I purchased an International Bedding Solutions mattress and box spring from Sleepy's in May of 2011, costing over $3,000.00. In Oct. 2011, I heard what sounded like a spring pop. Unsure of what it was, I did nothing right away. By Dec. of 2011, I noticed the side of the mattress bulging, and it sags lower than the other side, when I get out of bed. I filed a complaint in Jan. 2012 with Sleepy's, since it is under warranty. They sent an inspector out. He took some photos, and I have not heard back from them since. This is the second bed I have purchased from them that has been defective, and have not received any compensation for their defective products that are under what they call warranty.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 20, 2012

On Saturday, Feb. 18, 2012, I accepted delivery of a split box springs and queen mattress that I had ordered the day before. Very quick delivery and the delivery people were on time. I was very satisfied at this point. The two delivery drivers proceeded to place the split box springs on the high poster bed with canopy railings. They placed the wooden framed box springs on the foot railing of the bed and slid them across the foot railings, severely scratching the finish on the bed in about 5 places.

The bed was a very expensive piece of furniture and had absolutely no scratches on it until Saturday, although it was not new. I immediately phoned the customer service department and they told me someone would be in touch with me within 24-48 hours. Today should be the day that they call. I am interested to see their recommended resolution to this careless and unnecessary damage. More to come. I will post the response. This is unfortunate. I was very pleased with my dealings with the store and their delivery time (However, I was not advised that the delivery charges were added and the 'take away' charges for the old set was added... I just got a total price and thought that these were free services). At any rate, the bottom line price was extremely good, I thought.

Roughly two years ago, my wife and I purchased a king size mattress, box spring and frame from Sleepy's in Flushing, NY, located on Northern Boulevard. Six months had gone by and we noticed that we began to have lower back pain which had never been an issue before. We finally realized that the mattress had two depressions in it, one where I sleep and one where my wife sleeps. We contacted Sleepy's and they sent out an independent warranty contractor. The warranty contractor deemed the mattress defective. Sleepy's then issued us a store credit for the price of the mattress.

We proceeded to purchase an even more expensive and stiffer mattress than the previous one. We explained to the salesmen our situation and what had transpired with the previous mattress. He told us that we should not have any problems with the new mattress. Approximately one year has gone by and the almost $4,000.00 mattress is giving both my wife and I lower back pains again. I have contacted Sleepy's numerous times and complained. Sleepy's has sent out, on two different occasions the independent contractor, and both times we were denied any warranty on the mattress. The independent contractor has told me that Sleepy's will not warranty a mattress unless the depression is 1 1/2 inches or more. Our one year old mattress is only showing 1 3/8 inch depression.

I have spoken to many different customer service individuals at Sleepy's and cannot seem to get any where. What ever happened to standing by your product? My wife and I have not slept good in over 3 months and do not know what else to do.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 20, 2012

I purchased a full king mattress and box springs for $4,000, also 2 phenom comforpedic pillows. The bed set is fine. When the pillows were unwrapped, they had a foul chemical smell. At first, they didn't want to do anything, because the wrapping was off. But how could you smell this stench, with the wrapping on? They relented, and wanted to issue a store credit. I returned the pillows to the store in Plymouth Meeting, PA, and the salesman was told to throw the pillows in the trash. I was told I would get a credit card refund. A week passed, and they tried to renege on that offer. Now, 10 days later, I still have not received a refund.

Dear Mark,

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 17, 2012

I purchased a Kings Down Queen-size mattress and box spring in June 2010. Within 6 months, my husband and I were experiencing lower back pain. We didn't begin to attribute it to the mattress until later after vacationing and not experiencing the morning stiffness and pain. An independent mattress inspection was done in November 2011, and I finally received a copy of the report that I requested when my claim was denied due to improper support. This report states "There is a visible sag in the center of the mattress. The sides are bulging out on both sides. They give easily under weight also."

Other information includes "Foundation is in excellent condition." and "There are no issues with the frame." I spoke with two different salespeople at a Sleepy's store about the problem, and they both told me that Sleepy's had problems with the mattress I purchased and had to redesign the mattress.

I was never contacted by Sleepy's after filing a warranty claim. I had to pursue them weekly, and it took almost two months to get a status of my claim. When I requested to speak to a manager, I was conveniently disconnected. I have not received a notification with explanation in writing from Sleepy's about my claim either, but it is stated in the inspection report. I paid $2800 for this set, and it angers me to be in this kind of pain and discomfort daily. I wish Virginia would file a suit like NY did in 2007 due to the overwhelming number of complaints about Sleepy's.

Ms. Sims,Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 16, 2012

We purchased 2 full size mattresses and box springs at the Sleepy's in Warwick, RI a little over a year ago. We have called and complained that one of the mattresses sinks and have failed to hold up. The response from the salesperson was "you didn't buy the mattress protective covering pad so we will not guarantee the mattress." What does that have to do with a sinking mattress?

If we were told about that when we purchased the mattresses, I would have purchased the protective mattress pad. I feel the mattress should have lasted more than a year! It is inferior and I will no longer be purchasing anything from Sleepy's again. Every time a conversation comes up about mattress, I tell everyone the story so they don't buy anything from them. The response from Sleepy's was "we will put some you spent on your mattress towards another". Why would I ever go there again? They should stand by what they sell! No thanks!

On December 14, my husband and I, after reading on the internet that Sleepy's was having an online and in-store sale, went to the Carle Place, NY store to purchase a full-size mattress and box spring for our guest room. We purchased a set for just over 900 dollars. When I asked about "sale" pricing, the salesman told us online sale prices are not the same as in-store, which I acknowledged. He assured me we were getting the mattress set on-sale. Delivery was prompt. "Free" delivery, that's another story of course not free but built into pricing.

Within the week while driving, I heard a radio commercial for Sleepy's advertising an in-store sale, complete with radio jingle. I thought it might be nice to buy my daughter a new mattress for Christmas. So I stopped in the Westbury Sleepy's which is less than 2 miles from their Carle Place store, only to be shown by a wonderful salesman, in the presence of another customer, the mattress that I had just purchased for half the price! He explained that the store was clearing out old models to make way for new stock. He checked inventory and said it could be delivered promptly, and there were just a few sets left in the warehouse.

I was so stunned and angry. I thanked him for his time and left. I returned home and called customer service for a price adjustment as per Sleepy's policy, but was told that their price guarantee was for competitor's product (same model and size, etc), not between Sleepy's stores. My husband then spoke with the salesman who stated after a call back that the other Sleepy's salesman would have sold us for that price a floor sample, and anyway that store would be closing. Bottom line, he refused to honor the Sleepy's pledge of matching a lower price within 30 days of purchase.

Needless to say, we did not purchase another mattress from Sleepy's. If they had made the adjustment, they would have benefited by another sale. Now I will never recommend this company to anyone. In addition, the mattress has yet to be used as a persistent odor remains. I have contacted Sealy customer service who informed me that I must first speak with the retailer. This I have not done.

Mrs. Dorman,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 15, 2012

In 2009, upon the strong recommendation of our trusted Sleepy's Store salesperson, we purchased a $1,299 Miralux Queen Mattress. We explained to the salesperson in detail what type of mattress system we had currently and wanted to replace the mattress. The salesperson reassured us that the Stean's and Foster low profile box spring would definitely be compatible with the mattress he's recommending. The salesman established an acceptable level of trust and we purchased 3 mattresses (1 queen, 2 twins) that day. He reassured us that any problem with the mattress would just require a phone call and Sleepy would send a technician out and if there's a certain level of sagging in the mattress, the warranty (15 yrs) would take care of it, no question asked, no problem.

Approximately 2 years later, the expensive Queen Marilux Mattress we purchased began sagging in the center. We recently called Sleepy customer service to be told quite curtly that our warranty is void because we do not have a compatible supporting box spring. Why didn't Sleepy disclose that bit of information to us when we purchased and/or recommended what they considered a compatible box spring?

From a consumer's perspective "Which box springs are considered compatible supporting box spring for the Marilux Mattresses and why weren't these disclosed to us at the time of purchase? This type of sales job on an unsuspecting consumer should be made illegal because it simply wrong; it is misrepresentation and lack of truthful disclosure. Sleepy's trick consumers into buying their most expensive brands (e.g. Marilux) under false premises then release themselves from liability/obligation by stating, "didn't you read your warranty?"

We would like nothing more than to see an investigation launched into making sure that these type of sales practices, which lead to the consumer getting "ripped off", are stopped.

Ms. Marcellin,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 14, 2012

My wife and I went to Sleepy's to purchase a queen size mattress. The salesman offered us a deal, telling us that he had a mattress on clearance that was the style we wanted at a cheaper price, but that we could not return it once it was delivered because it was a clearance item. We also ordered a platform bed. When the delivery came, I told the delivery man that I was not accepting the mattress and bed because they were full, not queen-size and I wanted him to take it back. He showed me the invoice, which said full. I still refused it because there is no way we can sleep on a full bed and that's not what we told the salesman. He left the mattress, telling me that Sleepy's would send out a queen mattress and bed tomorrow, and take back the full mattress and bed, but I did not sign the delivery invoice.

I called the store and customer service, and it turned out that the salesman had written up the order as a full, even though we ordered queen, and unfortunately we did not catch that he had put the wrong information on the invoice. But he had not forgotten to write down that the bed was "clearance' and that they would not accept returns, even though the supposed "clearance price" for the queen was not really much of a deal price for the full. So now we are stuck with a full size mattress and platform bed that we definitely cannot use and do not want. Sleepy's customer service said that they would accept a return and replace the mattress and bed with a queen size if we paid more for the queen (I can just imagine how much more!), but I really just want to return the items for a refund. I do not want to do business with a company that uses these kinds of tactics.

Dear Frank,

Thank you for sharing your concerns. We apologize for your experience with Sleepy's. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you towards a resolution. Thank you.

Sleepy's on Feb. 14, 2012

My wife and I walked into a Sleepy`s on Metropolian ave in Middle Village (inside the Metro Mall). We were looking to purchase our first mattress, as a married couple. We were approached by a salesman, gave him our budget and what we were looking for (Kingsdown). After a little smooth talking and finance plan which seemed reasonable, our friend pulled the old bait and switch, and talked us into a more expensive mattress named Miralux. He also sold us an extended warranty on the mattress for 10 years. He said, with this warranty, a mattress liner must be kept on the mattress for the life of the warranty, which was fine. During our 2nd year of owning this mattress, the liner ripped, and the mattress was stained without us even knowing the liner had ripped, or the mattress was stained. When we finally noticed that the liner was ripped, the liner company replaced it right away. We didn't make a big deal about the stain, because it was barely noticeable. A good year after this incident, i noticed that the mattress on my side was starting to sink in (I only weigh 170 lbs).

I sleep about 5-6 hours a night. I've had cheap mattresses in my youth that I've spilled drinks on, jumped on, had wrestling matches on with my friends when WWF was famous, and the same mattress into my young adulthood, and never saw it sink in like this one! I called Sleepy`s, and told them that the $3,000 mattress they sold me, with the extended warranty, and the liner they represent and had ripped that they sold me, that I had a problem with the mattress. They asked if the mattress was ripped, burned, or stained? Since the mattress was stained, the warranty was voided!

Here I sit with a completely useless mattress, that I spent over $3,000 on. They didn't even feel responsible for the liner having ripped. The moral of this complaint is that, don't waste your hard earned money on buying these expensive mattresses that are no good, especially from these Sleepy's people, who sell you what you don`t need, and sell you a useless warranty! They don`t take responsibility for the products they sell or represent!

Joe,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 13, 2012

I bought a $4,000 top of the line mattress. Besides the difficulties I had with the delivery men, the mattress sags after less than 1 year. I have the same complaints as every one else, with no satisfaction. I will forever badmouth Sleepys when ever I can. And I will never buy anything from Sleepys again. I will also continue to post my story about Sleepys on my Facebook page! $4,000!

Ms. Reney,

We appreciate your feedback, and we apologize if you experienced difficulties. All feedback whether positive or negative is definitely taken into consideration; Sleepy's prides ourselves in 100% customer satisfaction, listening to the consumer and taking feedback like yours very seriously. We hope that you will change your mind and allow our team of specialists to further assist you and address your complaint. Please email us at csable@mattress.com and provide your invoice number or customer code and include a telephone number with the best time and date to reach you.

Sleepy's on Feb. 13, 2012

I filed a prior complaint regarding failure to deliver a mattress by the 'promised' date and refusal of a refund/cancellation of my order in full 'promptly'. I would like to file a second regarding the $90 mattress pad I was forced to buy in order to be eligible for the warranty. When we attempted to cancel our order for the exact product not being delivered on the 'promised' date, we were also told, and I quote "We do not do refunds." I find this hard to believe. The pad comes in a zippered bag (similar to that in which curtains are sold in). It was not used. I find it hard to believe that: a) their $90 'sheet' must be purchased in order to be covered by a warranty, and b) a store can sell something in the state of Massachusetts and offer no refunds. As a result, I have an overpriced plastic sheet I was bullied into buying because they had none of the less expensive ones available.

Dear Mrs. Dell,
We have seen that someone from Sleepy's is working with you. Please email us at csable@mattress.com with any questions or concerns.

Thank you.

Sleepy's on Feb. 14, 2012

We are in the market for 2 additional mattresses in our home, as are 4 other families related to us. We are not satisfied enough to recommend Sleepy's. They do not honor their delivery policy, their salesmen/women are nice as pie to buy but change their tune when problems arise to, "Don't tell us. Call the customer service number--we don't deal with that." Full story is below but the policy you sign in the excitement of the moment anticipating a good night's sleep due to the mattress you purchased is below so no one else falls into the trap!

Their policy states: "The merchandise you have ordered is promised for delivery to you on or before the date on the front of this invoice, if the merchandise ordered by you is not delivered to you by the promised delivery date, Sleepy's will offer you the choice of (1) cancel your order with a prompt full refund of any payment you have made or (2) accepting delivery at a specific later date. You must inspect your merchandise upon delivery. You may refuse delivery if your delivery is damaged. Delivery time frames are an approximate and are subject to change due to weather and traffic conditions."

On 2/9/12 we purchased the Simmons Beautyrest Avondale plush mattress for my disabled daughter who suffers from RSD/CRPS, Ehlers-Danlos and Fibromyalgia. We were told and promised delivery as stated in their paperwork on Friday. Although the salesman 'accidentally' entered Saturday, he assured us it would be ready for pick-up at the store for delivery on Friday. I was told as long as I used a mattress protector the 'sleep comfort guarantee' would apply. Having been to their other owned store (Mattress Giant) I was not told I would have to 'buy one' from them there and then, if I had one.

Friday my husband picked up the mattress to find out it was 'tagged wrong'. The label on the bag had another brand name mattress in it. This was quickly rectified by the salesman who said it was just an error and assured him this was the correct mattress. We took it home, left it in the plastic bag and my daughter insisted it was the wrong mattress. We called the salesman on the way to the store with the mattress, who said it was and because it was in the plastic it would make it more firm and take some time to soften up. We brought my daughter in so she could again sit on what she was supposed to have gotten to see if she felt the difference. We were explained the 'floor models' had been there for a year and a half and naturally would be softer. He examined the plastic bag around the mattress and could clearly see it hadn't been opened completely, just sliced opened on one end but not enough to get the mattress out. He again assured us this was the correct mattress and we needed to have 'their' protector or we would not be protected under their guarantee.

Although it needs to be done at the time of sale, he called someone who allowed the sale. Naturally, they only had the $90 protectors and we did by it. We had no choice because if we didn't, we would not be eligible for the guarantee/warranty. My daughter now thrilled she was going to have a good night sleep eagerly brought in the protector while my husband for the 2nd time humped the mattress in the house. We pulled the bag half way down the mattress and low and behold, it was labeled 'Abby' not "Avondale" which was what we ordered.

Today (Saturday, February 11) we loaded up the mattress and headed back to Sleepy's to deal with now salesman/woman number 3. We explained the situation and were first rudely cut off and told she would not take the mattress and we needed to go through customer care for a satisfaction issue. The salesman from the night before spoke with my husband, stating 'someone probably sewed the wrong tag on the mattress'. Is Simmons aware of this? This is how they are being represented. The saleswoman spoke to someone else on the phone who said they would exchange the mattress and not charge us for it. It would be delivered tomorrow.

When we got home, we called the 800 number to ask why they could not deliver the mattress today. 4 different people (not including my husband and self) were sleepy due to this. I was told we could not pick up at warehouse and had to wait until tomorrow. After complaining that I have now paid for delivery and wasted two un-necessary trips to the store, they refunded my delivery charge. We were offered no other discounts or even a gift card for our troubles as we were told this had to be done on the 'showroom floor' level. Even just a refund of the difference between the mattress protectors could not be done.

We later found another mattress at a large retailer, also by Simmons Beauty Rest in the 'plush' style for less money, less hassle and a better return/sleep policy. We attempted to cancel our order as their paperwork states: "We promise if delivery is not made on the above date (see above)." Sleepy's refused us a refund, contradictory to what their policy states. We did not 'take delivery' of the mattress we ordered. We tried twice to refuse delivery/keep the mattress as we thought it was not the correct one. I am now also questioning if this same mattress is sold at other stores (perhaps in different states) under the 'Abby' label. I found Abby to be over $100 less than what I paid. This leaves a horrible taste in my mouth. The irony of a nightmare over a mattress!

We spent $4500 on mattress, cover and pillows. The pillows were never delivered and repeated calls to the store on Northern Blvd. in Flushing Queens provided different stories and delivery dates for the pillows. The Store Manager Jerry, the head-liar, as he told me it is scheduled for delivery first on Tuesday and then on Saturday. When it was not delivered and I called again, he did not remember me and said the pillows were discontinued. Just a few minutes ago he said they are scheduled for delivery tomorrow between 12-4pm. I would never recommend and/or do business with these people again!

Mr. Asady,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 13, 2012

I called Sleepy's after inspecting my new mattress and they said I had to file a warranty claim. I did so and after several weeks their inspector came out and did see the mattress was sunken. Several weeks later I received a call from Sleepy's customer service saying they were not responsible because the bed was improperly supported. I finally got a manager (Lolita) on the phone and she sang the same song. After I informed her that I am a structural engineer by trade and that the bed is properly supported, she offered me an $800 credit on my new $1800 mattress. I asked her to put her offer in writing and we were disconnected, with no call back.

Dear Cummings,

Sleepy's number one goal is customer satisfaction. A member of our specialist team will reach out to via the phone number you provided to assist you towards resolution. Please allow 24-48 hours, we thank you for your post and look forward to resolving your matter.

Sleepy's on Feb. 9, 2012

I am absolutely amazed at how many new Sleepy's stores are opening in the area of New Jersey, and the fact that I have just printed 154 pages of Sleepy's complaints that are about year and a half old! I guess that says something about the quality. It also makes me wonder why I did not do my homework, before I spent $2,500 and even brought my boyfriend to buy one 8 months ago for no less money! I really wonder how many of these 154 pages have truly been resolved to the customer satisfaction to date.

I am currently going through mattress inspection. Over 4 years ago I purchased costly $2,500 mattress, which was not financed, but paid at once. The middle is sagging, and my back pain is killing me. I have called on Jan. 30. I have received the inspector's call on Jan. 31 for an appointment that I could not meet. I have asked for availability to reschedule another one, which as of today has not yet been scheduled. Today is Feb. 9, 2012. By calling the manager, I found out that the guy landed in the hospital last night and they are trying to reschedule all the appointments. Let's see how long it is going to take. Stay tuned.

Dear Mr. Palic,

Thank you for sharing your concerns. We apologize for the dissatisfaction you are having with your mattress. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to hearing from you and resolving your complaint.Thank you.

Sleepy's on Feb. 9, 2012

I ordered a mattress at Sleepy's yesterday. I purchase several a year for clients, always from the same store. The salesperson with 12 years experience added over $400 to the $783 cost of the order, charging for a box spring that I had clearly stated that I did not require, just moments before. When I caught the error, the salesman apologized and offered me an additional $50 off, yet this was still $90 more than the price if I had ordered it from Sleepy's toll-free number. When I cancelled the order, entirely, Customer Service called and offered me another $300(!) off, then became belligerent when I did not accept. 1-800Mattress offers the identical mattress, with its order fulfilled by Sleepy's, for $400, and free shipping. And they didn't try to cheat me.

Mr. Campbell,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 9, 2012

Guys,just to recap on the so called comfy bedding I purchased from Sleepys in end of Oct 2011 for a pricy amount of $2400. Immediately after like 60 days, we started facing serious back problems and did not take that serious but was seriously painful towards the end of Dec 2011. I called Sleepys customer care and was told that the unit needs to be inspected by a inspector and gratefully I got an appointment 3 weeks later in Feb.

Finally want to post here on my experience with the inspector who came to my place for the inspection on my bedding. She was at my place with a laptop and a red tube. Did not talk much asked me to strip over all of the sheets and skirts. Started to measure and took pics of it. She mentioned that the bed have some serious sags and is already 1-3/8" sagging in sleeping areas and the bed I have should not have any sag at all with the elapsed time frame.

Now I realize why I had sleepless nights and had to take my wife to chiropractic sessions since she was developing severe backaches which later I am suffering too now. I freaking paid $2400 through financing and get a junk that is sagging all over. I am furious on this issue and still waiting on Sleepys customer service to contact me within 7 days after inspection. If I don't get what I want I am going to knock on court doors if things were to worsen. Any people who are facing similar problems, please reach out to me on ** to gain immediate attention on this matter. It looks like majority of people on this forum are facing similar kinds. This time, I am taking it really serious since we don't want to land into serious back issues for the rest of the life.

Dear Mr. Subbarao,

We appreciate your feedback, and we apologize if you experienced difficulties. A memeber of our speacilaist team will contact you to resolve your issue as promptly as possible. We thank you again for your complaint.

Sleepy's on Feb. 9, 2012

We stopped by Sleepy's at Hoboken and checked out the mattresses, after doing some research. We had not bought a bed for years. We picked an extra firm Simmons Beautyrest mattress and paid $900 for it.

When the salesperson wanted to sell us a mattress protector, we looked at them but found out that they were 100% polyester or similar non-cotton materials. We already had one at home that was fairly new and was 100% cotton. It wasn't clear to us that we would get stuck with the mattress if we had not done that $100 protector purchase.

We slept on the bed for a week, but it was very uncomfortable. We stopped by to change the mattress and was told there was nothing Sleepy's would do. The salesperson tried to sell us a memory foam top. Now we are stuck with a bed that we can't sleep on. Unbelievable!

Dear Sahin,

Sleepy's number one goal is customer satisfaction. One of our specialist will reach out to you in 24-48 hours to assist you towards resolution of your complaint. We look forward to working with you and resolving your complaint. Thank You

Sleepy's on Feb. 8, 2012

I'm writing about the fourth bed I've purchased from Sleepy's. Until now, I've never had a problem, but this one is more than making up for all the others. As ridiculous as it may be, I'm both comforted and disgusted at the endless list of complaints here. In January 2011, I purchased the Laura Ashley "Aurora" king bed set (mattress and box spring). Several months later, there was a deep crater in the bed from the sagging (and a daily back ache to go along with it). I weigh 125 lbs. I called Sleepy's, and someone came out to measure the sag (the box spring wasn't evaluated). I received an email from Sleepy's saying the mattress was sub-standard, and that I would be credited the purchase price, and I should go back to the store to choose another mattress. What I didn't know is that I had to choose another King Koil mattress that would match the box spring, or there would be no warranty on the replacement mattress. After speaking with the salesperson, I decided to try the same, but new mattress.

The salesperson seemed confident that the mattress I had was a lemon, and "we get only raves about this mattress". Indeed, all the Sleepy's reviews were positive. I got another Aurora mattress, and was very happy, until 3 months later, it was sagging as bad as the first one. I called Sleepy's, and they assured me someone would be out to look at the mattress. Weeks later, I still wasn't able to arrange a time with the measurer. I called Sleepy's again, and was told it wasn't their responsibility. The bed assessment people are "independent contractors". I asked where they came from, and was told Laura Ashley. I called Laura Ashley, and was told they have nothing to do with this part of the company, and I needed to call King Koil.

I called King Koil, and was told I had to call Sleepy's. I told King Koil what Sleepy's said to me, and was told, "they're giving you false information. They sell our beds and they are responsible for customer service. Call them back and speak only to a supervisor". I called back, and spoke to a supervisor, who told me to go back to Sleepy's and choose another bed. I told him I would not be bullied into buying another King Koil bed, and he told me to choose what I want, "don't discuss prices with the salesperson, because I'll give you the best possible price the company has". I shopped around, and decided on the Beautyrest Legends. I called this supervisor back, and got a price of $2,200, which was only $300 less than the cost of the bed during the "half price sale" last week! My credit was $898, bringing the cost of the bed to approx $1,300, which was out of my budget.

He told me this was the best he could do. I looked at the bed again, and talked with a sales rep, and thought about buying it. When he went into the computer, the credit was now only for the mattress, not the box spring, and there was a "refund charge" of $199.00. I was furious. I have wasted so much time trying to work this out, and still don't have a bed. This is my 4th purchase at Sleepy's. So much for customer loyalty perks. Total **. I called Sleepy's again today, and spoke to several more people. Interestingly, one of the customer reps asked if I requested a AAA discount. I hadn't even thought about it, and of course Sleepy's wouldn't offer that information. In any case, today I got the third price of $1,615.00, and where that number came from, I don't know. Three prices, and they keep getting higher. I was on hold for a supervisor for 12 minutes, and got disconnected. I called back, was passed from one person to the next, and finally got another supervisor.

She was rude and patronizing when I asked about the AAA discount, and she asked, "who did you speak to?" I told her I've spoken with so many people, how can she think I can remember everyone's name? She told me that unless I can tell her who told me about the AAA discount, it's not happening. I was so angry and frustrated, and told her so. "I'm gonna to hang up if you yell at me, and this is being recorded, so I have proof". Really? I told her I was uncomfortable speaking with her, and would like to speak to another supervisor. She told me no one else was available, but someone would "call me back in 48 hours". Her name is Chiquita, in the Hicksville office. Absolutely unconscionable, and inappropriate behavior for someone in a supervisory position. Ironically, the first supervisor (the $1,300 one) called me back 10 minutes later (not 48 hours, unbelievable how dishonest and hostile supervisors can be). "I understand from Chiquita that you're not happy with the offer made". I asked him which offer, because I've now gotten three. He told me his original offer stands, and I asked him about the AAA discount. He told me that wasn't part of the negotiation.

My response was that given what has transpired, it should be now. He told me his offer was his offer. My response was that I was going to write a complaint on this website, as I am doing now. I have no faith or trust in a company that behaves dishonestly and inconsistently, and treats consumers this way. As a returning customer, a courtesy discount would represent an apology for what is nothing less than an utter debacle, as well as a show of good faith, and customer appreciation. Sleepy's is a multimillion dollar company (does everyone know they also own 1800 mattress? ). They won't feel a bigger discount, but I certainly would. I'm going to do some mattress shopping at retail stores. There are fabulous sales, way better exchange, and return policies than Sleepy's, and carry the same brands and mattresses that Sleepy's does, but markets under different style names.

The sagging Laura Ashley "Aurora" mattress set will be donated. At least I can make sure something good comes out of this shameful experience. Fellow consumers, take a look online at mattress expert, and review blogs, there's a ton of wonderful, unbiased information if you're interested, and some very interesting commentary on Sleepy's. So there you have it, from a returning Sleepy's customer. 4 times-and the last.

Good Afternoon Ms. Scott,

We appreciate your post, your complaint will be assigned to one of our specialist who will be able to assist you with resolution. Please allow 24-48 hours and a specialist will contact you to resolve. Thank you again and we look forward to resolving your matter.

Sleepy's on Feb. 7, 2012

We purchased a Kingsdown mattress and foundation (king size), in July 2008. The set came with a full lifetime warranty. Approximately 1 year later, after agonizing, uncomfortable sleepless nights on a mattress that was lumpy, and sagging, the mattress was deemed "defective" (box spring was deemed "up to manufacturers standards"). Via Sleepy's Warranty Service, a letter along with an accompanying Sleepy's in-store credit was issued to us (the credit was in the original amount of purchase-mattress only). After returning to Sleepy's to attempt to replace the mattress, we learned that our particular mattress had been discontinued, and our choice selections were limited to Kingsdown if we wanted to maintain any manufacturers warranty. The salesperson directed us to the replacement mattress and even exchanged the defective mattress in December 2009, with our out of pocket cost limited to a delivery charge of $96.29. Needless to say, here we are again having gone through Sleepy's warranty dept. with a most unbearable mattress deemed "defective".

We received the results of the inspection in a letter from Sleepy's which further goes on to state "under the manufacturer's warranty, your merchandise is eligible for an even exchange or replacement model, from the manufacturer. Please contact our customer service to process an even exchange". Again a store credit voucher is attached for the (2008) original purchase amount. This defective mattress has once again been discontinued, (replaced with a model which is considerably higher in price than our initial purchase), and now Sleepy's refuses to process an even exchange as stated in their letter, and my certificate of warranty.

Contrary to their letter (as well as warranty terms) they will not "even exchange" but are limiting us to an (outdated) store credit amount. This credit will force us to spend a considerable amount more to purchase any new comparable mattress. The manufacturers warranty as well as the letter issued to us from Sleepy's, is specific in its promise of eligibility for an "even exchange or replacement model from the manufacturer" however, Sleepy's customer service refuses to honor that which they have put in writing. Clearly, it is high time that Sleepy's acknowledges the fact that they are responsible for what they put in writing. Anything less is unconscionable, and should be deemed as "bad faith".

Dear Mrs. Crepezzi,

Thank you for sharing your concerns. We apologize for your dissatisfaction with your mattress. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving you complaint. Thank you.

Sleepy's on Feb. 7, 2012

I have tried now 3 times and was not successful of getting my issues solved with Sleepys. I bought a bed in early November, a queen size kings down, when I went into the store, the experience was so nice but after calling 18 days into it and a promised call back. I waited a few weeks, I decided to wait until after the holidays and when I finally got someone on the phone, she was rude and old me I was out of my warranty time period for a return, when telling her or trying to tell her my experience she said I should have known I had 28 days to return this bed.

I explained to her that I was never told of this and that it was explained to me that I had up to 5 years for a guarantee, it hadn't even been a few months and I have been very disappointed and told her I tried twice calling with them giving me the song and dance of they would be back in touch with me and hadn't bothered to contact me, she then started questioning me asking me to check my mattress and that Sleepys guarantee is if it is a " defect " and the mattress doesn't measure upon an examination. I said, "Well, I have a sink hold in the middle of my mattress whether you can see it or not and I wake with back pain almost every day if I am sleeping without my boyfriend. It's a bit better but when we both sleep in this bed, we both wake with back issues, bottom line something is wrong with this bed. I put in a call to have someone come and measure which is totally absurd to me and still nobody has been in touch. I am not wowed by Kingsdown product nor how you take care of your clients.

Therese,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 6, 2012

We purchased the Stearns and Foster Russell Square Euro Plush queen set in October of 2011 from Sleepys. When it arrived, it truly felt much softer than in the store. Within one month, I was waking up with severe lower back pain because the bed is so saggy. When I went away on a business trip, my husband slept on my side of the bed. He couldn't believe how firm the side was that he was sleeping on in the past, compared to my side of the bed.

We asked Sleepys to come and access the bed, and at first, there was no interest. We contacted the BBB, and they sent out someone to measure the mattress. We only had the mattress for two months, but it had only sagged 1 inch. 1 inch in two months? What will it be like in a year?

No one from Sleepys actually contacted us after the visit to discuss the problem. There is a definite problem, and they just don't care. I have to take four Advil each night in order to not wake up in the morning with excruciating pain from this nasty mattress, and then, I still wake up in pain and take more medicines. I never had back pain until sleeping in this horrendous bed.

When we've talked with Sleepys, they claim it is a matter of comfort and preference. That is not the case. This bed is sinking each night that we sleep in it. We don't know what else to do!

Mrs. Huesser,

We are sorry to hear you are still having an issue with your bedding. Our records show one of our Customer Relations Agents have been working with you. She will be contacting you to follow up by the end of business tomorrow. We hope to resolve your issue in this matter.

Sleepy's on Feb. 6, 2012

Recently we purchased a king size mattress and box springs, a mattress pad and 2 king size pillows from Sleepy's in Seekonk, Massachusetts. We are satisfied with the bed but returned the mattress pad and understood if the pad is returned, we couldn't exchange the bed if something went wrong in the future. We were OK with that. We also bought 2 king size pillows with every intention of keeping them. However, the sizes of the pillows were misrepresented to us. They are supposedly king size. Most king size pillows are in size. One of these king size pillows is wider than a standard king as we know it, and the other is, 1" wider.

I use zippered pillow covers to protect my pillows. Trying to put these cases on my new pillows was a struggle. When they are on, pillows are misshapen and hard. Stuffed is the word for it. Just putting on a pillowcase alone produced the same effect and would ultimately ruin the comfort of pillows use. We did not use the pillows. Shortly thereafter, we returned to the store to explain the dilemma. The first words out of their mouth after explaining the situation was, "Federal law prevents me from taking back pillows once they leave the store and are out of their packaging." No one explained that to us before purchasing. Also, the comment was made that, "We have sold many pillows and no one has ever come back with a complaint like you've made."

The salesperson said that they personally couldn't do anything but would contact the home office to speak with them about the problem. Strange, when they wanted to make a deal, they could give us a much lower price on our selection than displayed on the tag. We returned to Sleepy's again and the salesperson told us that Sleepy's would offer us a standard size pillow at price. We returned again with pillow covers and cases to make sure they would fit properly without impeding shape and ultimately comfort. We were willing to purchase them. But here's the rub. The smaller standard size pillow was more expensive than the pillows we had already purchased. These new, smaller pillows would now cost us $120 a piece. Are you kidding me?

Sleepy's certainly misrepresented the size of pillows originally sold to us and then wanted to rectify the problem by extracting more money for a smaller pillow. That crazy were not. But from going online, we now know that criticism abounds for purchases made from this company. We certainly have told friends of their shady sales tactics. We are more than willing to return the merchandise and receive a refund on our credit card for what was wrongfully sold to us. That would be the honorable thing to do.

Ms. Klepperm,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 6, 2012

I went to the New Rochelle Sleepy's location. I was interested in mattress style sr31044. The salesmen (employee numbers: o**, o**) told us the price was $679 for mattress only. I was then told that if we had a AAA card, it would take 20% off the price of the mattress. This should have lowered the price by $135.80 to $543.20. The salesmen entered the discount and then I saw him manually adjust the price of the mattress back up to $600. When I questioned him about it. He claimed it was computer error and magically fixed the price to $549. I was then promised the mattress would be in the store for pick-up by January 31st. When I went to pick it up today, they had claimed that it was still in the warehouse. Is this deception how all customers are treated at this Sleepy's store? I am sick to think of how many people didn't catch on to what they are doing.

Mr. Brodwell,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Feb. 6, 2012

We bought a mattress split box spring set with frame in 2008. It has a 10-year warranty. In 2010, I called to ask what to do which the store said it would be inspected by an outside company. This person didn't show up 3 times for the alleged appointment. She told Sleepy's that I only needed 1/2 a box spring but the mattress is fine. As I was soon to be deployed, it had to be okay. Fast forward 8 months and my mattress has 2 deep depressions and a hump in the middle. Like an **, I lived with this due to the nightmare of arranging the delivery of the box spring. Two shady characters showed up while I was away on another deployment to deliver this box spring. After sleeping on government issued mattresses, I wanted to sleep in my own bed with my wife.

I have back surgery unrelated to the mattress, however, the surgeon implores me not to sleep on this mattress and I don't. Last Tuesday, it was again inspected. However, this time, the person actually shows up on the correct day on time. The date was 1/27/2012. When he got here, he looked at the bed and laughed. He was not supposed to tell me anything but he did and believed I need everything replaced. I went to Sleepy's on Saturday and spoke with a woman who claims she's a regional manager. I told her the story and also requested a replacement ASAP. She said it's not going to happen because I haven't waited long enough for the report. The man was in my house for 5 minutes and I have to wait for a document from the Manhattan project and then they'll decide what I'll get.

I want this now before I leave for deployment again. I cannot and have not slept in the bed due to the canyons and springs. This was supposed to be an ultra firm mattress, but it's garbage I'm still paying for. Please help me before I leave. I don't want my wife to have to deal with this. Sleepy's is a disappointment. Nice before you buy, but after, they could care less.

Mr. Petrone. Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Feb. 2, 2012

After many months of poor sleep, my husband and I finally decided to replace our worn-out mattress last summer. During the process of shopping for mattresses, we became aware that his sleep-surface needs are very different than my own. He is a 6'2" tall man weighing over 250 lbs. I am a petite woman weighing less than 150 lbs. Because of the difference in our sizes, what we really needed was a mattress that could give us a different firmness level on each side.

We investigated two products: the Sleep Number bed and the Kingsdown My Side bed (which is offered by Sleepy's). We chose the queen-size Kingsdown bed because, from a maintenance standpoint, it seemed like the better choice due to lack of breakable parts. We spent a lot of money - $3,100 - on this bed in July 2011. He got his 'red' (firm) side and I got my softer 'blue' side. We were tickled with our purchased - at first. We'd been told by the salesman how great this bed was and how the warranty is lifetime. He told us that in the unlikely event that anything went wrong with the mattress, they'd replace it. What an oversimplification!

About 3 months into our usage of the new mattress set, my husband started complaining about his side, saying that it just didn't feel like it was supporting him very well anymore. He felt like he was sleeping 'in a hole'. After about 3 months of hearing him complain about and following several extremely bad nights of sleep, I tried laying on his side. I was shocked. When we'd first gotten the mattress, his side felt uncomfortably firm to me. After 6 months of use, his side felt less supportive than my side. This was unacceptable! We initiated a warranty claim with Sleepy's. They sent an inspector to inspect the bed. They found that the bed had a deflection of more than 1.5 inches on his side - which is the criteria for a valid warranty claim.

I was told by a Sleepy's representative that the mattress was found to be defective and they were going to credit us for the value of the mattress (just over $2,300). She told me we were welcome to use that credit toward a direct replacement of the same mattress or toward another product in the store but that whichever option we chose, we'd be responsible for a delivery charge! I asked her, "Why on Earth would we be responsible for a delivery charge for a new mattress when you sold us a defective one?". She replied, "The mattress was not sold defective; it became defective through use." Oh really? Six months of normal sleep use on a really expensive mattress causes it to become defective? I don't think so.

The problem now is this: now I have a credit to get another mattress in the Sleepy's store, but there's not a single mattress there, other than the one we have, that would meet our needs for differing firmness levels. So we either pay them to deliver a new mattress identical to the one we have (and probably have the same issue again in another 6 months) or choose a different mattress that will meet the needs of one of us but not the other. Here's the silver lining, if there is such a thing in this whole mess: we bought the bed on Sleepy's credit with zero percent interest.

We still owe them about $2000. I'm thinking we should stop paying and tell Sleepy's that they are welcome to come and get their defective product and we'll cut our losses and go buy ourselves the Sleep Number bed we should have bought in the first place. Sleepy's sucks!

Dear Jennifer,

Thank you for sharing your concerns. We apologize for your dissatisfaction with your mattress. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue. Thank you.

Sleepy's on Jan. 31, 2012

I purchased a queen mattress/box spring (Kingsdown) from Sleepy's in May, 2011. I have been suffering from a serious back problem, and thought this would help my medical situation. The bed seemed fine, until I started to notice my imprint in the center of the bed each morning. I'm the only one who sleeps in it, and it was very noticeable. I rotated the mattress, but it didn't seem to help. In November of 2011, I called, and they scheduled an inspector to come out in December. He took pictures, measured, and said I would hear from Sleepy's.

I got a voicemail from them, stating the indent measured 1 inch, which showed normal wear. Really? A 1 inch permanent sag in a mattress that's 7 months old, and has a 20 year guarantee? Their message also said I could call back in 60 days, and have the inspector come out again. For another 60 days, I have to sleep on the edge of the bed, because lying in the middle hurts my back more. I find this unacceptable, and terrible customer service. I need someone to address this now, please. I'm not in the position to buy another mattress, and shouldn't have to. My previous mattress was 20 years old, and it never showed signs of wear like this. Please help me!

Ms. Richards,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 31, 2012

On 9/27/2011, I purchased an extra firm queen set from Sleepy's. It arrived, and the mattress was like mush, especially the sinking edges. I was told that I should never sit on the edge. A few days later, Sleepy's took it back for another set, same model. At this time I asked for a refund and was refused. A store credit was all they would do. I threw the mattress out, bought a new one at Sears, and am living happily ever after. Anyone reading this, take heed. Sleepy's is much less than reputable. This is from Jeff, in Queens.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 30, 2012

This is a follow-up to my complaint titled "John of Hamden, CT on Jan. 8, 2012." Despite the apparent concern shown by Sleepy's in their written response inserted below my entry, they never got back to me at the email address or phone number that I supplied.

Dear Mr. Elsworth,

Thank you for sharing your concerns. A representative will contact you regarding your previous issues with Sleepy's. We look forward to working with you.

Sleepy's on Jan. 27, 2012

I bought a whole bed from Sleepy's in July 2011. The bed began squeaking when I laid on it and I called and an inspector came out. He continually took pictures of all parts of the bed and the warranty labels. He said the mattress was sagging for an inch and a half. He wanted to stand the mattress up on the floor, and I said it would be soiled if he did this, but he said this is standard procedure. He then said that Sleepy's would give us a new box spring and mattress and pick up the ones I had. He said the box spring was making the noise.

I received a letter a week later saying that they would give me a credit for the box spring to replace it but they would not replace the mattress. They claimed that the mattress had a big stain on the head of the mattress. They sent me a small picture of a dark room, but my room had a fluorescent light. No stain was visible in this picture. Also, I told the representative that my bed has a cover and a pillow (both purchased from Sleepy's) over that part of the bed and that there was no stain! The representative continued to argue and then stated the warranty was not good because of a stain on the mattress. She then stated, "Can I help you with anything else?"

Dear Mr. Ferriello,

Thank you for sharing your concerns. We apologize for your dissatisfaction with your mattress. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. Thank you and we look forward to working with you and resolving your complaint.

Sleepy's on Jan. 27, 2012

As loyal consumers at Sleepy's, my husband and I purchased a King-sized Kingsdown 800 series- top of the line. The technicians put us on the "sleep machine" to determine which color would best suit us. We were thrilled with the bed in the showroom and felt it was worth the $4000 price tag with tax etc. A 20 year warranty, $180 mattress pad and 2 $120 pillows. How can you go wrong? We had our last Stearns & Foster mattress for 12 years and it was only the last year and a half that it became uncomfortable sleeping. After only a few months on the Kingdown, each of us noticed sagging. I contacted Sleepy's who told me that was natural break-in... fine.

After 6 months, it got worse. A 'mattress marshall' came to inspect and measure the sag but found it to only be 1 1/4 and 1 1/8 inches and the warranty states it much measure 1 1/2". Really? You can see the impressions even when the bed is made nicely. Looks like an old worn-out mattress, pitiful. We waited another 6 months and requested the 'marshall' measure, funny, it measured exactly the same dip. Now I have lower back pains in the morning, can't sleep on my stomach at all without feeling bent in half. Need to sleep on the hump in the middle.

My husband has a hard time falling asleep and wakes frequently. I am disgusted by Sleepy's lack of concern, how about a little reverse loyalty? I purchased all of our mattresses from Sleepys for the past 12 years, you should stand behind what you sell and treat good customers better. There is plenty of competition out there. I will continue to call until Sleepy's handles this appropriately. All we want is a good night sleep. Funny thing is, we can't even pay up for it! Shame on you.

Thank you for your recent Consumeraffairs.com post. Our representative will reach out to you to discuss and resolve your complaint. Our intention is to do all we can to come to a solution that will be satisfactory to you. We look forward to speaking with you.

Sleepy's on Jan. 25, 2012

I ordered my Sleepy's mattress (Queen Matt Pro 4 SRS QN Mat) on July 3, 2011. The mattress was shipped out almost a week late, but that is a complaint for another day. This complaint is in reference to my sagging mattress, that I still have not gotten replaced. On November 16th, I called Sleepy's 1-to file a complaint with the warranty. Sleepy's scheduled an appointment for an inspector to come out on Saturday, December 10th. The inspector called on Saturday, rescheduling for the next day, Monday December 11th. He never showed up for the inspection. I called Sleepy's a few days later, wondering what was going on, and they had no record of the inspection.

Finally, on December 19th, and the inspector made it out to measure and take photos of my mattress. I called Sleepy's back after the Christmas holiday, and they gave me a $1,706.34 credit. I said I did not want the credit, but instead I opted for a replacement bed, same model. Weeks went by until I called Sleepy's again, wondering where my new bed was, and I have been getting the same answer ever since. This bed is out of stock. The next day, this bed will be available is February 6th. 6 It takes weeks to wait until a new bed is in stock?

That's if they do not push back the date on me again. I called the showroom in Brookhaven, PA (where I originally bought the bed), to see if I can get another, similar replacement, however, every time I call, my salesperson is never in the showroom. It is one excuse after another. Any help in resolving this issue would be greatly appreciated.

Mr. Weir,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 24, 2012

I purchased a Queen set and a Twin set of King Down, Sleep to Live mattresses which is supposed to have a lifetime warranty. For almost 2 years now, I have been complaining that the mattress of the Queen set is sinking in the middle, Sleepy's sent an inspector to examine the mattress. Approximately 2 weeks later, they sent me a $37 voucher saying that the box spring is defective; however, it was for the twin set. I called Sleepy's because I want to know how on earth can your inspector inspect a Queen size mattress and say it is a twin mattress. I was told that they would send someone out; that was over six (6) months ago. I went into a Sleepy's store and the manager called for me and they promised to send the inspector again; this was three (3) months ago.

I called King Down today to file a complaint and was told I have to deal directly with Sleepy's. I told the representative that King Down is the manufacturer and it is their warranty and the issue needs to be rectified immediately. The representative told me to call Sleepy's and ask to speak to the Manager and if they did not help, for me to call them back with the manager's name. I have made several attempts to have my mattress replaced. Please help me.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you

Sleepy's on Jan. 25, 2012

I bought a mattress four months ago. It's sagging like crazy. Inspector came, didn't knock and walked right in. He was a nasty *** to my girlfriend. They said they'd replaced the box spring on the follow up call. They said mattress discontinued so can't replace. Now in the store, on the phone, whoever I call I get the runaround. Get this, they said they would take back the old mattress and give partial credit on a new purchase. Who in their right mind would rebuy from them after what I went through? It's totally immoral and is the worst shopping experience I have ever had with such a big purchase from a well known company. I can't believe it. Sleepy's is by far the worst company I've dealt with in the United States in terms of caring about the customer for a product that is part of daily life.

Good Evening Mr. Hough,

We would like to turn your experience from negative into a positive one. A member of our specialist team will reach out to you to assist towards a resolution. We thank you ina advance .

Sleepy's on Jan. 24, 2012

I have been a Sleepy's customer for over 30 years. I bought a pillow top mattress for the first time 7 years ago. On both my side and my husband's side the mattress is sinking. I called and they sent over someone to look at it. I just called the 800 number and they said unfortunately it was due to improper support from the frame. The frame was not bought from Sleepy's. I asked why when they delivered the mattress I wasn't told that the frame was not on proper support. She said they are just delivery men and they do not know about bed frames. If they don't know, how would I know? So I said if I bought the frame from Sleepy's, the delivery men would have to know if the support is correct.

So why did they not know when they put the mattress on my frame? What do they do? Just plop the mattress down and leave? I think Sleepy's should be much more aware of who is installing the mattress so customers are not fooled by a company that we trust. I have been suffering with back problems for about a year now and my doctor and physical therapist ask, "How is your mattress?" Unfortunately, now I have to say it is terrible and I blame Sleepy's. When you look back at good or great customers like myself, there should be some kind of special consideration because we have been loyal customers with no complaints for over 30 years. This is a true complaint which should be reconsidered by Sleepy's.

Ms. Cornicelli,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 23, 2012

I paid for four beds in full with a promise that they would be delivered on a certain date. It has been two months and the beds are still not delivered; just the box springs. The night before the delivery date, I was told that the whole delivery would be there. This is unacceptable and I have not been able to get my money back.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 23, 2012

I would like to lodge a formal complaint against the delivery and customer service branch of Sleepy's. I had ordered my mattress from the East Meadow showroom with no problems, and later scheduled my delivery for this past Saturday, January 21st. The delivery information and my credit card number were taken down. I confirmed this delivery status twice, with two different customer service personnel on both the Friday before, and Saturday. They both informed me it was regularly scheduled for delivery.

On Saturday, after waiting for my delivery for many hours, since the customer service representative told me they were delayed, I called back at 6 PM, and a very rude customer service representative proceeded to tell me that the the bed was never scheduled for delivery that day, that the three people I had spoken to before (the woman who booked the delivery, and the two confirmations) were clearly mistaken, and that the unscheduled delivery is my fault, since their records do not show me having ever scheduled a delivery. Blaming the customer is the worst customer service policy I have ever heard.

She then told me she could not re-schedule my delivery without charging me again for delivery. I was then transferred to another customer service representative who confirmed this, and told me it was the fault of their "system being down", and finally to a third person who understood that this mistake was clearly the fault of Sleepy's, and we sorted out the issue. My complaint is as follows; late delivery is an understandable mistake, I would have gladly rescheduled if there was a problem with weather, or delays. However, instead, I was told 3 different stories of why my delivery did not occur. I still do not know why it was not delivered on Saturday, and was subjected to horrific customer service attitudes in the process.

Additionally, having to speak to a total of 5 different people to have one mattress delivered is absurd, and I would like to reinforce that it is not the failed delivery that causes my complaint, but the poor attitude of 3 people I spoke to about it, and only 1 apologized for this situation. I will never purchase anything at Sleepy's again, and will make sure my friends and family do not as well.

Dear Jackie,

Thank you for sharing your concerns. We apologize for the delay with your scheduled delivery timeframe. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to hearing from you and working towards a resolution. Thank you.

Sleepy's on Jan. 24, 2012

I am six months pregnant and have been sleeping on a brand new defective mattress for about eight months while spending the last three months trying to get a new mattress. I have never in my life gotten such horrible service, except for one nice person in the customer service.

In November of 2010, we bought a mattress for $1669 which after a few months, we have noticed that it kept sloping down in the middle and was extremely uncomfortable. In September/October of 2010, we called to see if we could exchange it and after a few months, we finally got an appointment with a mattress inspector who came and said that he have never seen a mattress so defective. There was a 3-inch difference in the middle from the corners and the box spring was defective. That was January 4th 2012 - three weeks later and two calls to the mattress inspector.

I finally called Sleepy's to see what was going on and got a personal apology that we'd been sleeping for so long on such a crap mattress (this was the only nice call we had!) and that it had taken them so long, over three months, to resolve the issue. We got a warranty exchange and went to the store where we were met by an unhelpful and surly sales person who neither knew the products nor the pricing but finally after another horrible hour spent at their store, we finally picked a new mattress at the price advertised on their tag. The sales person tried to convince us that it was $200 higher until we asked her to get out her calculator and actually take half off the advertised price, which the sign clearly stated. She then had to call back the warranty people to get the authorization to give us the correct price after badmouthing Sleepy's to us (her name is Michelle and she was working at the Beverly MA store on Friday evening, January 20th 2012).

Two days later, the truck pulls up with the new mattress and the guys start delivering (this was a good part! ) until half way through the appointment, I get a call from the warranty department that there was a stain on the mattress and that voided the warranty. I gave the woman the name and number of Pat, our mattress inspector, who came on January 4th and made no mention that the stain was an issue (it had happened about six months prior) and I politely explained that clearly if that had been an issue, Pat would have said something and that the problem was the defective mattress and box spring. She then actually accused me of having the stain appear after the inspector's appointment since he hadn't taken photos of it or mentioned it. At this point, I flew into an absolute rage (which probably wasn't helpful, I'll admit) and finally watched the new mattress be taken back out of my house as they all refused to take back the defective mattress because of the stain that had never once been mentioned as an issue.

I am now back sleeping on my mattress which sinks in the middle and have spent two of the most stressful days I can remember trying to resolve this issue while pregnant. Shame on them and their horrible service, sales people, and process. I have never been treated with such disdain during a process and to then be accused of lying about a stain on top of it all was the icing on the cake. I will never, ever, recommend or purchase another mattress from them and will be seeking a full refund through whatever channels are at my disposal.

Ms. Beckwith,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 23, 2012

I have written on this site twice 10/9 and 11/30, 2011 and still have not had my problem resolved. It is now over 2 years since I bought this $1,200 mattress and cannot even use it because it is so uncomfortable. I am sick of sleeping on my couch because this mattress is a piece of junk. After my first note here, I was contacted and told I'd have a store credit, which of course I did not have. After my second note here, no one contacted me at all. I want this mattress out of my house and I want a full refund. I'm in the process of finally writing to other agencies, including the NY AG. Enough is enough, trying to get Sleepy's moving on this. I'm also going to write to all the newspapers (and their web sites) in this area about my experiences, so hopefully word will get around even quicker. For the life of me, how can a company with so many, many complaints still be in business?

Ms. Fila,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 23, 2012

Bought a Simmons Mattress and box spring with a 20-year warranty. In less than a year, it was sagging, called Sleepy's, they sent out a mattress guy with a laser level. Sleepy's called me a few days later, they said nothing was wrong with it. So i ask to talk to a manager, they said please, call back after lunch. I called back, they said. sorry, your mattress is fine and they could care less if I can't get a good night's sleep, so I have to sleep in this thing for little over 2 years and i can no longer sleep in it. It has a big sag in the middle, springs feel like they are broken. Sleepy's 20-year warranty sucks, as they do to.

Mr. Bainbridge,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 23, 2012

In August we purchased a mattress and box spring set from Sleepy's that was pushed as being one of the best on the floor. After watching slick sales video, etc., it was determined that I should have a firm mattress (which is what I thought anyways). The mattress is anything but firm and after only four months has developed a visibly noticeable sag. Now they want me to have this silly inspection process which will do nothing to test the actual firmness of the mattress. Store manager says I can do a comfort exchange.

I'm not sure what is comfortable about $600 loss in exchange and mandatory pickup fees when it is Sleepy's who misrepresented the quality and firmness of the bed. The consequences are a sore back, which I've had prior to this purchase, and many sleepless nights. I already am in contact with Sleepy's and they keep telling me to be patient. I even told customer service if I don't get satisfaction quickly, I will begin my protest process even if it means standing outside front of store with signs.

Mr. Shanahan,

Thank you for your recent post. Our records show our representative is working with you to resolve your issue. We will have someone follow up with you.

Sleepy's on Jan. 23, 2012

After dealing with poor mattress quality in the beginning and putting the finance paperwork in the wrong name illegally, we finally were refunded on our GE Capital account. One month later, we received another hidden bill for items we had returned. We spoke with Irene from Sleepy's and she said she would fix it. The problem is still not fixed 6 months later, month after month.

Here we are 6 months later. Talking with Irene and numerous people from Sleepy's and GE, we still are getting a bill with late fees on a bill that was supposed to be refunded by Sleepy's. I have called Irene at Sleepy's along with other people more than 10 times in the past six months to resolve this. I am tired of promises and lies. We now have this bill on our credit report that we have worked so hard to repair. Thanks to Sleepy's, we are now back where we started.

I am writing this document in the attempt for legal actions against Sleepy's for not refunding my account fully as they fully agreed to. This has taken lots of time and frustration out on my life and I will resolve this legally. I have been a victim of Sleepy's and GE and have been promised everything, but they keep sending me a new bill every month for furniture that they took back. Please help me. My credit is ruined now! It's too late now. Thanks.

Ms. Zangiban,

Thank you for your recent comment. Our representative will reach out to you today to further resolve.

Sleepy's on Jan. 23, 2012

I purchased a mattress on September 2011 from Sleepy's and it was "one of the top of the line" mattress Beautyrest Shakespeare collection and this mattress has given us back, shoulder and hip pain, my wife and I. I called to have it exchanged because we both sink in the mattress. We had an inspector check it and the result was the mattress had no defect. We don't even sleep in this mattress because it is very painful to us. We are now sleeping in the sofabed because of this mattress starting this week. We have to go to the doctor due to this pain the mattress has cause us. We only request a mattress that doesn't sink.

Mr. Sanchez,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 23, 2012

I bought what I thought was an expensive mattress the end of November along with some pillows and a pad. We were told we would receive a $300 gift card on a promotion they were running but first we would need to fill out a form that should arrive in just a couple of days.

Today is January 18th and we have not received anything. We have called the local store and all we get is the runaround. I called Customer Service in NY, same thing..runaround. I sent an e-mail to NY headquarters. The web site says they will answer any e-mail within 2 days. I never heard back from anyone. Everyone is all smiles and cordial until they get your money, after that good luck. This very bad business, rest assured I will pass this on to anyone that will listen.

Thank you for your email. A representative from Customer Care department will reach out to you shortly to resolve. Thank you.

Sleepy's on Jan. 19, 2012

After posting a complaint on here about my dissatisfaction of my purchase from Sleepy's (I got 3 mattresses, mind you, all of which were junk), I was finally told via email that I would be getting a full refund on the mattress and box spring set I paid for. She told me it would take 5-7 days for the accounting department to credit the monies back to my credit card.

I gave extra time for the holidays and then sent a reminder email about 2 weeks later that the refund was not processed. That day, there was a refund to my account but it was short $12.99. I have since emailed again and the $12.99 has still not been refunded. It blows my mind that this refund has not been returned in full. I do not understand why they did not resolve my issue correctly? I would say the "first time" but it has been on-going.

Good Morning Ms. Reeder,

We apologize for the pending $12.99, our Accounting Department will be contacted today to investigate and confirm why the total refund did not post. We appreciate your continued patients and this matter will be resolved to its totality. A follow up e-mail will be sent once this has been completed.

Thank you again

Sleepy's on Jan. 18, 2012

I went into the store ordered mattress and was supposed to be Monday took off from work. They told me they did not have the mattress, upgraded me to one and was supposed to come Tues the 17th. Well that one was the only one in the warehouse and it was damaged, so they rescheduled for Wed the 18th, with a different mattress.

I did not receive any phones calls on this, I found out myself 2 days lost at work. The person at the store was so unprofessional, and customer service did not care at all. I cancelled the ordered cause they could not be sure of a mattress for me. Beware anyone shopping with them, no communication, heartless people and they do not care about customers. I needed a mattress and went into the store to buy one, but no one was honest with you. No one was nice all mean and rude, what an experience. Please think before entering this store, there our store out there that want your business and who will be helpful and honest to you. Beware buyers.

Dear Ms. Motavasseli,

We would like to take this opportunity to offer you our immediate and sincere apology for the complications you experienced. We recognize that our customers want dependable and convenient service and we realize that we did not achieve that standard. A representative from our corporate office will contact you before the end of business tommorrow, we apologize once again for the encountered delays.

Thank you

Sleepy's on Jan. 18, 2012

My complaint with Sleepy's is almost too long to document. After reading these reports, I have come to the conclusion that the only way I will get a fair resolution to my problem is through court of law. Sleepy's practices are unscrupulous. Their representatives are fork-tongued and untrustworthy liars. I'm so fed up with them at this point that I just don't know which way to turn. Talking with them is useless. I want a refund, plain and simple. No more of their junky merchandise after going through three mattresses in less than three years. This is horrible.

Dear Ms. Yancey,

We would like to take this opportunity to offer you our immediate and sincere apology for any complications you experienced.Sleepy's aspires to provide excellent Customer Service and we apologize that you have not experienced that. A representative from our corporate office will reach out to you before the end of business tommorrow to assist you towards a resolution. We thank you in advance and look forward to resolving your matter.

Sleepy's on Jan. 18, 2012

On January 16, 2012 my wife and I went to a Sleepy's store to look at mattresses. A very high pressure salesman got us interested in a Kingsdown My Side series 6 mattress set, which we subsequently purchased. That evening we went online and looked up this mattress' ratings. To our shock, almost every review was negative, most indicating that that in 6-12 months the mattress broke down and sagged. The morning of January 17th, I returned to the store and indicated that I wanted to cancel the sale.

After making 4 separate phone calls, the salesman finally told me that he had "requested" that the sale be canceled, and that I would get a call from the Sleepy's accounting department to confirm the cancellation of the sale, and then it would take 3-5 business days before I got some sort of confirmation of the cancellation. I told him this was unacceptable and that I wanted the sale canceled now. The salesman told me that he could not do anything else for me and this was their company policy. In much frustration I left the store without any receipt showing that I got a refund. Now, I'm writing you to let you know of this ridiculous sales cancellation policy, which by the way I have never seen in any other store I have frequented.

Dear Gobler,

Sleepy's number one goal is customer satisfaction and we profously apologize if that was not displayed at the showroom level. Our records indicate that the Mattress Professional in question contacted our Corporate Office at 11:38am January 17, 2012, on your behalf to expedite your request to cancel. I have accessed your invoice and it clearly indicates that your refund was restored on January 17, 2012, the same day. I am able to provide a screen shot or a credit reference number to further validate the reversal was completed the day of your request. Unfortunately, for your privacy I would not want to clarify that here, please allow your credit card company the standard time frame of three to five business days to post this refund to your MasterCard Account. Our records indicate that you have not contacted Customer Service please feel free to reach them directly to assist with any additional concerns. We thank you for your feedback.

Sleepy's on Jan. 18, 2012

I purchased a mattress set out at Sleepy's in Manchester, CT location. The sales rep was very good in selling a mattress and he did a good job. I paid $2500 for a mattress and box springs together hoping I will have a comfortable sleep. Over the next 15 days, we were very uncomfortable on the bed. We were told to use it for 30 days since that's the break-in period. Hoping that we are going to have a good bed, we used it for 45 days and started having serious back problems.

I contacted the sales rep and he mentioned that the mattress carries 10 year warranty and if we want to exchange, we can with a 10% penalty on the total invoice price. I am not ready to lose $250 just for nothing. I notice the bed has become uneven and bumpy in places. I called the customer service and am waiting for the inspector to show up to give a new story. I am completely dissatisfied with this whole bed when I could have purchased a similar bed from Sams Club for less than $700. I am extremely dissatisfied with the whole purchase and stuck at the moment with a bed suffering from backaches and sleepless nights.

Thank you for sharing your concern. We welcome the opportunity to speak with you. A member from our team of specialists will contact before the end of business tommorrow to address the complications you have experienced and reach an immediate resolution. We thank you again for your post and look forward to resolving your issue.

Sleepy's on Jan. 18, 2012

Hi, this is the client from the other day with the invoice number **. I am his 17-year-old daughter. This whole situation with Sleepys has been such a ridiculous experience in the sense that we have to go through so much dis-satisfaction with our purchase. It really makes me wonder where are all the honest people at? But I guess when it comes to business, business is first and the client is last. I can't believe that today the sales representative at 86th St. had told my dad that we were more than lucky to have even gotten that credit, because they don't usually grant it to customers who spend such little money on those mattresses.

I feel really bad for my dad, because he did what any good parent would do which was he had given me all the store credit for my bed. So now he has to sleep on the floor injured and all. This is, because it was an exchange policy which means tomorrow they take away both of our mattresses. If you are asking yourself what happened, didn't they grant you guys a store credit? Well, the store credit didn't really make a difference, because it was only for one mattress. So there was no way that we could compromise towards financing mattresses for the both of us. Basically what I'm saying is that I'm getting a pretty descent mattress and my dad is stuck sleeping on the floor.

Dear Mr. Rojas,

Our records show Sleepys Consumer Relations Department has been working with you. We will follow up again to make sure 100 % customer satisfaction is achieved.

Sleepy's on Jan. 16, 2012

My girlfriend and I have been shopping around for a new mattress for quite some time. On November 28th, Cyber Monday, I browsed the Sleepy's website and saw they had a promotion for 50% off selected mattresses, buy one position pillow and get one free, and a $100 gift card (either from Best Buy, Toys R Us or Target) for purchases of a mattress $700 and up. This was a deciding factor as I viewed it as an additional $100 off the mattress price. The mattress took over 2 weeks, maybe even longer if I had not called them.

When I called to check on the status of the order, the rep stated "You're in luck. We do have it in stock." Seriously? So had I not called, when would they have delivered it? A month later? During this conversation with the rep, I inquired about my voucher to get my promotional $100 gift certificate. The reply was, "You get the voucher after you receive the shipment." At the time, I gave Sleepy's benefit of the doubt as they don't want to lose out on a gift certificate if I were to cancel this order. So, I waited and guess what? I got nothing.

I called Sleepy's a week after I received my delivery to confirm if the voucher was on the way and was told that they never heard of that promotion. The tune changed when I told them I have a PDF copy of the promotion from their site, and if they wanted me to send it over, I would be happy to. After being put on hold, I was told I would not be getting the voucher and it was too late to rectify it as the promotion was over. At this point, I was livid and demanded to speak to a manager. I was kindly passed over to a gentleman named Justin (ID **, extension **) and explained to him the run around I was given. He was receptive and told me he would work something out.

And he told me because the promo was over, he would not be able to get me the gift card, but will refund me the $100 to my existing form of payment. "The refund will show up on my statement in 3 to 5 days". That was in December of 2011 and we are in 2012 now. Since then I have called Justin, left him multiple voicemails and a contact number, but had no response up to date. This is by far the worst experience and worst customer service I have ever dealt with. Do yourselves a favor and go elsewhere for your purchases.

Mr. Duong,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 13, 2012

In August 2011, my husband and I after battling many an awful night's sleep on our bed went to Sleepy's and purchased a new mattress with a frame that required no box spring. It was the biggest mistake of our lives! On October 21st in the middle of the night while sleepy, the bed frame collapsed and the headboard separated from the bed. The next morning I called Sleepy's and they were very nice and set up to have the bed inspected within 2 days. The gentlemen came, looked at the bed, said it was not able to be fixed, and left. They said that Sleepy's would call me on Monday.

Monday came and went, so I called Sleepy's (mind you I have been a week sleeping on just a mattress on the floor at this point). They were very rude. They informed me that those men weren't inspectors. They just came to see if they could fix the bed themselves. They said that I had to wait for an inspector to come out, for him to write a report and send it to the manufacturer, and have the manufacturer approve the report. And if they did, then Sleepy's would send the bed. I asked for the number for the inspector so I could call to set up the appointment. I was told that they don't have the number for the inspector but that I would hear from them that very day. Three days went by and they finally called. But I missed the call because I actually have a life and am not waiting for Sleepy's to call me all day.

Anyway, I played phone tag for two weeks with them and finally got an appointment for 2 weeks later between 7 and 9 am. At 7am I got a phone call saying that he had been waiting at my residence and I wasn't home. I told him that I am home and that he must have gone to the wrong address. Another week of phone tag, another useless call to Sleepy's and I got another appointment for two weeks later. This is the first week of December now and I have been sleeping in a recliner, because it is more comfortable than sleeping on that terrible mattress on the floor. So, the appointment came and the same thing, he didn't show up then called and said he was at my house, to call and reschedule. I have given up! I tried calling back but this has gone passed ridiculousness. I have a $1500 bed that I can't sleep in and a company that doesn't give a **.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 12, 2012

I purchased a bed over a year ago from Sleepy's. My husband and I were a true victim of a "hard sell". The sales person pushed the Kingsdown brand. We spent close to $3,500 for the worst mattress possible. After many sleepless nights on this mattress, I contacted Sleepy's. It took over a month between and had an inspection done. It was deemed that the mattress was defective (there was more then an inch and a half indent) and we were given credit of $1995 for the mattress. We were told the box spring was okay so that could not be refunded even though it was bought as a set. Inevitably it leaves us with the only option to either eat the cost of the box spring and buy a new one (because if we use this box spring with another mattress we would not be covered by the warranty") or purchase another Kingsdown bed.

I was later given half the value of the box springs. I was equally furious to be told that I would have to pay shipping--yes--shipping for a new mattress replacing the piece of garbage that I originally got. I am beyond furious because I wasted over an hour of my time tonight at Sleepy's tonight to be told that I have to purchase a new bed equal in value or more then my old one. So in essence, I am being given less of a credit than I should be getting and being told that I have to spend the difference.

I chose a bed by comfort. It happens to be less than what I paid and it would be an equal trade for the credit. I was told by the sales person at the Plainview, New York store that I should call customer service and that they were opened until 9. I called and they were closed. I asked the sales person and was informed that the supervisors Gregg and Trudy would call me to discuss this. I have not received a call as of yet. I bought a product with the understanding that there's a fantastic warranty and fantastic customer service. My experience has been akin to dealing with a used car salesperson.

The only fair resolution would be for an even exchange for me to receive the bed that I am interested in which is less than my original price and equal to my credit. There is no reason that I should have to pay more for a bed that costs less. I am an attorney (also a former television producer) and the policy at Sleepy's is absolutely egregious. If this issue is not resolved, I will first contact the Better Business Bureau and New York State's Attorney General. I intend to contact various news outlets and every social network possible to inform them of my experience. I will not hesitate to inform any customer I see entering into Sleepy's and informing them of the "Sleepy's guarantee" that does not exist. The most obvious is I will never, ever refer anyone to Sleepy's.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 12, 2012

I purchased my first good bed in 62 years in July 2010. It's a Queen Size Kingsdown. I followed directions of turning it every month. One day as I looked, it looked like a sag in the middle so I turned the mattress again and low a behold, it was sagging. I called Sleepy's. They sent out a man to look at it and he measured and said they would get back to me, but never did. I called and found out because it only sagged 1 inch. They are not responsible until it sags 1 1/2 inches.

I'm not sure if it's the bed but I'm going to physical therapy for my back, none can help me. This is the first time I ever spent that much money on myself. I'm very upset with Sleepy's and Kingsdown for cheating me. I do feel I've been ripped off. If you can help me, please do. I don't know what to do now or where to call.

Dear Sandra,

Thank you for sharing your concerns. We apologize for your dissatisfaction with the mattress you purchased from us. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint. Thank you.

Sleepy's on Jan. 10, 2012

I had purchased a "Miami Coffee Day Bed" with a twin pop up. On 3-24-11, I was very excited only to be disappointed. I believe of all the bed models that Sleepy's sells, this has to be one of the worst models. I thought that I would be saving space in my bedroom. Instead, all I did was throw away my money. In total I had spent $1,382.66. Sleepy's prides on a certain warranty which is impossible to obtain. After like about five months, the pop up broke, because it has a weight standard which wasn't brought to my attention when I was buying the bed. Now I am stuck, because the frame is brand new.

The worst part is that I cannot exchange my bed for another one although I am under warranty. The bottom line is that Sleepy's is the worst option when it comes to buying a bed, frame, etc. I honestly believe that Sleepy's owner is a dishonest person and the people he has working for him is also dishonest. I am a disabled person and I do not appreciate the way that I was treated. I have warranty until March. What do I have to do to get treated like a person? I advise anyone out there that has any thought about doing business with Sleepy's, don't. It'll be the worst money you could possibly spend.

Kenton,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 9, 2012

I purchased a very expensive king size Stearns and Foster Russell square set 2 years ago from Sleepy's. I was assured that it was top quality mattress and was told that it came with a 10-year warranty.

In just over a year, the mattress had lost most of its support and sagged in the middle when you lay on it. I called the customer service number and scheduled an inspection. The inspection consisted of pulling a string across the bed and taking a picture. The representative was not allowed to sit on the bed to see where the sag was. The mattress had a pillow top so of course visually it did not appear to sag so there wasn't much to measure.

Of course, the complaint was rejected and when I called to further explain the problem and asked for them to reconsider their opinion, the representative told me to just keep calling because the bed would eventually fail. She told me that I was entitled to 2 inspections a year. I scheduled a second visit two months later and although there was even more of a sag (this one could be measured at 1"). The technician still did not sit on the bed to see that it drops more than 3" when you lay on it, and again passed the mattress.

I have purchased at least 10 other mattresses over my lifetime with no issues (including several other high end ones from Sleepy's), and this one obviously has an issue, but Sleepy's does not want to honor the warranty claim. I have also been told that this model has been discontinued - I am assuming due to quality issues based on the dialogue with the customer service representative.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 9, 2012

I bought a "Dr. Breus" Queen mattress set at a hefty price ($2539) because I am disabled with serious issues. I figured that the money would be well-spent for my health. The salesman in the Brookhaven store was wonderful, I can't say enough positive things about him, he even "sweetened the pot" telling me I would get the "Peace of Mind Guarantee" (can take the bed back for 8 years if I don't like it) well, let me tell you I'm not getting any "peace of mind."

We were told that the Dr. Breus bed was specially designed to keep you at a proper temperature but I have to keep the windows open in 30-degree weather and I still have to use only a thin sheet or I wake in a pool of sweat. It's even worse when my partner can be there when the mattress makes me roll to the center against him and sweat more.

So the bed must go, I sleep horribly as does my partner. So I try to take advantage of the "Peace of Mind" but what they didn't explain was that if you buy an expensive mattress you don't get many choices, if any, to bring you peace of mind!

I went to a bigger Sleepy's and found a mattress which felt Great and I really want it but it was less than Dr. Breus so they said I can't get it. Mind you there are like 3 choices of equal or greater value and none of them are comfortable. At All. I offered to pay more for the new bed to equal the old bed and was told no and that nothing could be done - I'd have to pick an uncomfortable bed to get my peace of mind.

I am a victim of Sleepy's questionable invoicing practice. When I needed to return my recently purchased bed set, I found out that the salesman who was responsible for the original purchase had charged me on the invoice (but not verbally) for the sheets, bed frame and bed protector ($255) which I was told were free, and instead reduced the price of the bed set by this amount.

The consequence of this is that I am now only being given a refund on the invoiced price of the bed set, thereby effectively losing $255. When I argued this point in the store, the salesman admitted that he would not have sold me the bed-set alone for the lower amount, so the real value of the bed-set includes $255. So, this means that I do not get equal value back when the bed-set is exchanged. I called 1-800-sleepy's, and the agent I spoke with as much as agreed that this was not fair, but said he could do nothing to help me, not even waive the comfort exchange fee.

John,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 9, 2012

I purchased an extra firm queen size mattress set a year ago from Sleepy's. It cost over $1200.00 and I was assured that it was top quality and came with a 10-year warranty. It was the worst purchase I ever made!

In less than a year, it has no support and sags in the middle. I weigh 130 lbs. and I haven't gotten a decent night's sleep in months and my back hurts every morning. I called the store and scheduled an inspection. What a joke! After finally getting a date, the inspection took all of five minutes and I was told by the woman that it was a comfort issue on my part, not theirs. She put a stupid stick across the bed, took a picture and said that it had to sag at least an inch under the stick. The mattress has a pillow top that fluff up with no weight on it so of course, it doesn't appear to sag. However, just sit on it and you roll into the hole in the middle! When I asked her how many people actually get a new mattress, she said not many, but she loved it.

Sleepy's gets so many complaints and that is a full-time job! She said that I would get a call from someone in two weeks. Well, that was over six weeks ago and I'm still waiting! Please spread the word and stay away from Sleepy's!

Nadine,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Jan. 9, 2012

We are on our third Sleepy's mattress set in less than 4 years. They are the most disreputable and poor quality company we've ever dealt with. Under no circumstances will they refund your money. We can only keep upgrading to the next bed set recommended by the salesperson. It's funny how the salesperson who sold us the first and second beds told us they are no longer making them because they have discontinued that line! After horrific back, hip and neck pains from sagging mattresses and box springs, we are stuck having to continue to buy from this company. I wouldn't refer them to anyone I care about. I hope the CEO is enjoying his mansion in Palm Beach.

Dear Deborah,

Thank you for sharing your concerns. We apologize for your dissatisfaction with your mattress. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 6, 2012

I went to Sleepy's to buy a mattress for my daughter. After three trips to the store, a mattress was selected. The first time at the store, the salesman stated he'd waive the delivery charge on a specific Sealy mattress/box spring. After two more trips to make a final selection, we felt it was necessary to only purchase the mattress.

Now, when we went to buy the same Sealy mattress, the salesman stated that he could not waive the delivery fee of $89.00. This was quite alarming since "home delivery" was previously free. Annoyed, I pointed out the large sign behind him that reads that a buyer has the alternative option of "Store Delivery" for only $29.00. He replied that the store's delivery policies were just suspended for several weeks. In the meantime, the "50% off sale" ended at 9:00 PM this evening.

I think this delivery policy is misleading! They have stated options clearly posted, but they are not being honored. Also, the fact that it would cost me nothing, zero, for two pieces of bedding to be delivered but cost me $89.00 for only one piece of the same item seems quite slimy as far as sales go. I guess I'll go shopping somewhere else. I'll not be recommending Sleepy's to anyone either. Now I know why the parking lot was empty on each of my three visits.

Good Afternoon Chris,

We recognize that our customers want dependable and convenient service and we realize that we did not achieve that standard. Recently we experienced problem with our computer system, which prohibited deliveries to our stores. We pledge to you that we are dedicated to resolving these issues as soon as possible and continue to providing excellent service. Please reach out to us at csable@mattress.com and include a telephone number with the best date and time to reach you so we can further research and reach out to you.

Thank you

Sleepy's on Jan. 3, 2012

We went to Sleepy's because we thought this was a reputable company. The salesman told me I wouldn't have to worry about anything for 10 years, even staining if I purchased the mattress cover from them. So as long as I put the mattress pad on I wouldn't have to worry about anything because it will resist stains and the mattress pad is guaranteed.

Well here we are, 1 1/2 years later and the mattress is caving in. We contacted Sleepy's and they said they would send someone out to look at it as long as there were no stains on the mattress. There is a mark on the mattress and so they told us we had to contact the mattress pad people. The mattress pad people told us that they cannot help us because the mattress pad is only guaranteed for 1 year.

I asked them why it is guaranteed for only 1 year when the mattress is covered for 10 years. He advised me that now the guarantee is 10 years on the mattress cover. That would have been a nice thing to know when I bought the mattress. So, then they tried to sell me a higher end mattress at a discounted price. So we are stuck with this mattress unless we want to spend more money. Buyer beware. If you buy anything you have to read the small print. Very, very deceitful to sell you a 10 year mattress with a one year cover.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 3, 2012

On December 8, I bought a Twin hi-riser arms from Sleepy's and I was assured by the salesperson that the box will came with all the accessories I need to hook up a trundle bed. The original arms got lost while we moved. I was asked to pay $30 extra for shipping which is crazy shipping price for a box which did not weight more than 5 lbs. The original price for hi-riser arms was $65.16, so I chose to pick up my item from the warehouse.

When I tried to attach the hi-riser arms to the bed frame, I realized I'm missing the 4 metal brackets. I have to mentioned the brackets were present on the instruction drawings which came with the arms. I went back to the store from where I placed the order and different salesperson suggested to me to call customer service. The ordeal started when I called for the first time customer service because the woman told me that I will not be able to return the item, no matter what. Since that call, I contacted several times the salesperson which placed my order and customer service but in the end, nobody helped me. The last suggestion they gave me was to contact the manufacturer to find this brackets.

I'm sorry to say, but not this is the way to help customers when they have problems with their orders. I suggest anyone who wants to buy something from Sleepy's to be aware, to read all reviews which honestly doesn't look good at all. 99% of customers had bad experiences.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Jan. 4, 2012

I would like to tell you about my recent experience with Sleepy's. On December 24th, 2011, we went to the Springfield, NJ store to purchase a bed frame and box foundation. We were waited on by ** and **. The saleswoman's name was Odetta. We purchased a split queen foundation and a queen instamatic frame. The delivery was promised for Monday, December 26th, 2011 between 9am and 1pm. On that day, by 2pm we still had not received our delivery. We called the 800 number and were told the computers were down.

After checking my receipt, I discovered that Odetta put in the wrong delivery date. She had scheduled for it to be delivered on Monday, January 2nd, 2012, a full week after she promised it to us. I went to the Springfield store the afternoon of December 26th to find out what had happened. I spoke to Jayson (store manager) and told him how frustrated my experience was regarding my transaction. I asked him three times to cancel my order as I could pick up comparable items at one of your competitors the next day. He told me he would upgrade my purchase but that I needed to pick up my items at the Greenbrook Store on route 22 and he called them to confirm they were available.

When I got to the Greenbrook store at 5:30pm, I was told by the store manager (Robert) that my items were there. After loading my box foundations into my SUV, I asked about the bed frame. He stated that Jayson never asked him about the bed frame and he did not have one in stock. He said that the computer showed one was available in the Piscataway store and that it was only twelve miles away. I expressed my frustration to Robert and said no way was I going to a third store that night. He said he could order one for me and have it delivered to the Springfield store by Friday, 12/30/11. He stated it would be delivered by 11am to 12pm and would be ready for me to pick it up then. I said that would be okay and that I would pick it up after 4pm that day.

On Wednesday, 12/28/11 I called the Springfield store just to make sure it was scheduled for delivery on Friday, 12/30/11. I was told yes, they expected it to arrive that morning and again I confirmed that I would pick it up after 4pm that day. I arrived at the Springfield store at 430pm Friday, 12/30/11 and again spoke to Jayson (store manager). He told me he had yet to get his delivery, but it was on the truck and should be delivered within an hour to their store. He said the delivery truck was in Summit/Chatham area. They were on stop number seven and he was stop number nine. He stated that I could hang around, come back later that night, or that he would call me when it arrived. I asked that the truck deliver it directly to my house. He said they could not do that without charging me the ninety dollar delivery fee. I said that was ridiculous. I asked him to call me when it arrived as I had another appointment that night.

He tried to give me an excuse about his deliveries to the store. He said it was always fouled up and that he had no control. I stated he did not want to know about my job and its problems; just the bottom line was that I would be able to get what I paid for. My wife called Jayson at 630pm that night as we had not heard from him. He stated the item was not on the truck and he did not know where it was as the computers were down again. My wife asked him again to cancel the order. He could not give her a definite answer as to when the item would be available. But if I went to the Piscataway store, he thinks they have one there. We finally got him to cancel the order as we were very, very frustrated at this time.

We have used Sleepy's for the past three bedding purchases and will never use them again! Your computer records are purged every ten years. But I have purchased two complete sets of bedding from your company during the past 12-15 years and have never, ever gotten this runaround from any company. With the current economy, I would expect much better customer service. Corporations are closing all the time, and if your current practice continues, your future is bleak. I do not like being lied to, giving promises that cannot be fulfilled. Above all, I do not like to waste my time with such nonsense and un-professionalism. It is a week later and I still do not have use of my bed. Thank you very much and have a wonderful New Year. I will be sleeping on the floor.

Mr. Schulz.

We would like to address the complications you experienced with our organization. A representative will reach out to you shortly. Thank you.

Sleepy's on Jan. 3, 2012

I recently purchased a Queen sized tempur-pedic mattress from Sleepy's. The total value of my purchase exceeded $2100. Upon delivery it was determined that the Queen foundation would not fit and could not be delivered. The mattress however was. I was told that I needed to order a split-queen foundation for an additional $100.

At no time prior to this had I been notified or had it been suggested to me that I should have ordered that to begin with. The foundation was taken back and I spoke with an associate at the store who said he could not help me until my order had been 'delivered in the system'. He called me the next day to tell me he was still working on and would call me back shortly, but asked when I would like my delivery scheduled for.

As of the following Friday I had not been contacted to pay the balance but never told that I would not receive the delivery. After not having a delivery occur, I contacted Sleepy's and they informed me that it was still held up in the finance office and could not begin to be resolved until Monday January 2, 2012.

I bought a mattress at Sleepy's in Elizabethtown, PA in March, 2011. I did not think it was the same as I picked out in the store but did not want them to take back the mattress and leave me with no bed, so I said nothing. Two months after I bought the bed, springs started poking me. I recently called to complain; they sent someone to inspect mattress on December 10; he, of course, could not feel anything but said someone would call within 10 business days. They of course did not. I called Sleepy's on December 27 and they said they would call me December 29.

They did not call me. I had to call them. I was told nothing was wrong with my mattress, but that they would give me store credit of 90% of purchase price. I said no, I did not have any money to purchase a mattress and would not give them another penny even if I had the money. Also, I talked to a friend who also purchased a mattress from the Lancaster, PA store and did not receive the mattress she picked out in that store. So it seems Sleepy's does this on a regular basis. This is a very dishonest store with sleazy practices. I will never shop there again and will tell everyone I can what my experience with them has been.

Good Morning Ms. Breneman, We would like to turn your experience from negative into a positive one. A member from our team of specialists will contact you to assist in the resolution of your matter. If you have a specified time as to when you would like to be contacted please respond to us at csable@mattress.com so we may meet that request. We thank you in advance and look forward to assisting you towards resolution.

Sleepy's on Jan. 3, 2012

This is a follow up to complaint. Sleepy's automatically sends a reply that they will follow up but they have no intention of doing so. I never was contacted after I wasted my time sending my invoice information. These people are scam artists. Do not be their next victim.

Stay away from Sleepys no matter what! Reading through all these reviews, I am amazed that Sleepys is still in business! We purchased our mattress 4 years ago. It was a Stearns and Foster Monte Vista Queen, $1134.14 for the mattress plus $295.86 for the box spring. Within 4 short years, the mattress has significant sagging. It is virtually unusable. We recently stopped into Sleepys to discuss our situation. The manager encouraged us to call the company since the mattress was under a 10-year warranty and to have an inspector come out to inspect the mattress. We did, and it was the most awful, ridiculous experience!

First of all, the inspector scheduled the appointment late in the day, obviously, because any bed that has significant sagging after a night's sleep will look better after 8 hours of no one lying on it. But we don't just look at our bed, we sleep on it! She said she wasn't allowed to touch the bed and took the measurement as is. My husband showed her how far the foam went down by kneeling on the bed and pushing down (even though we came to find out later that we weren't even supposed to speak to the inspector, let alone touch the mattress in her presence). The inspector told him that he should've pushed it down to get it to sag right before she got there! She basically told him that the only way to show the real problem was to be deceitful! Unbelievable!

Well, we never heard from the company during the 5-7 day period we were told was standard waiting time. Two and a half weeks later, we called them! And as it turns out, we never did find out if the huge divot in our mattress would've qualified as making it defective. Our warranty was voided anyway, because incidentally, the morning the inspector came, I made a small tear on the underside of the frame while trying to pull the bed skirt out by myself (since the bed needed stripped for the inspector). Warranty is voided if there is a tear in the mattress, period! We would completely understand that statement if there was a tear in the actual mattress.

But the small tear I made was on the underside, which is a thin piece of white material covering the wood frame. This is not even a mattress that can be flipped! There is no mattress on the underside! But Sleepys won't go any further than that. In their opinion, the inspector said there was a tear; therefore, the warranty is voided. The sagging of the mattress wasn't even documented in their computer system! So absurd! We shared the outcome with the manager of our local Sleepys. He admitted that Sealy (who owns Stearns and Foster) will take any easy excuse to void the warranty. So now we're stuck buying a new mattress. But it won't be from Sleepys and it won't be a Sealy/Stearns & Foster product! Their warranty is a joke! Their customer service is a joke! Their inspection process is a joke! And I will be sharing this complaint on every blog I can find!

Sleepys and/or Sealy Customer Service, please don't respond with a note telling me to contact you so we can further discuss the issue. The only reason I will contact you is to send you my address so you can send me a check with monetary compensation (not a store credit).

Good Afternoon Mr. Sciucco, Sleepy's Customer Service has reached out to you via phone and left a detailed message. We are attempting to resolve the matter please reach out to us at the number provided to resolve. Thank you in advance and we look forward to resolution.

Sleepy's on Dec. 28, 2011

We purchased a mattress, two pillows, and a mattress cover on 12/18 with a delivery date of 12/24 at Sleepy's in Concord, NH. We received the mattress but not the mattress cover or the pillows. The delivery man said they were being shipped UPS. I called the store in Concord and talked with the salesman who stated they were supposed to be on the truck. He would check with dispatch. A woman called and said they had not been shipped and I had the option of having them shipped and they would arrive in 7 - 10 days. I told her I wanted to pick them up in the store on 12/26. She said she couldn't guarantee that would happen as they would also need to be shipped to the store. I expressed to her and the salesman my frustration about the delivery.

I should have insisted they be overnighted at the company's expense. It seems crazy to me that these items are not available in the store to purchase on the day you order your mattress or if they aren't delivered with the mattress, you could return to the store and pick them up. It may be good for the companies bottom line not to stock these items but it is absolutely lousy for the consumer and I felt I did not get good customer service. I will not recommend Sleepy's to anyone. One disgruntled customer is not good for business. When I asked for the President of Sleepy's phone number, I was told he does not talk to customers!

Good Afternoon Mr. Courser,

Sleepy's aspires to provide all its customers with not only the highest quality product but also quality service. We sincerely regret that your experience did not meet those standards a member of our Customer Relations Department will contact you to assist in this matter. We thank you for your comment and look forward to speaking with you.

Sleepy's on Dec. 28, 2011

I purchased a mattress on 12/6/2011 for the top bunk of my son's new bunk bed. My invoice pick up date was on 12/13/2011. Since I haven't heard anything from the company, I called on 12/17 to see about picking it up. I spoke with a woman named Denise at the Smithfield, RI store. She apologized for it not being there and in next breath was trying to convince me to spend another $50 dollars to get it delivered to my home. I refused and asked that my order be canceled, which she said it would be.

On Sunday, 12/18, I received multiple phone calls from the company trying to deliver the order. I called again to cancel my order and waited for my refund. By Wednesday, 12/21, I still have not received a refund (was told would take 2-3 business days to proceed). So, I called the store I had purchased at a third time. This time I was told to call 1-800-Sleepy's, which I did, only to find out my order had still not been canceled and now would have to wait another 2-3 days for my refund. This company is horrendous and I will never shop there again. I went to Cardi's and purchased a mattress very similar for half the price.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you

Sleepy's on Dec. 22, 2011

This is a follow-up to my post published yesterday, December 19. I nervously took my credit to Sleepy's on East 86th street yesterday, expecting to be given a hard time; but I received quite the opposite, which is why I felt I had to write this follow-up. I was helped by a really nice salesman named Tom. He recommended another mattress, organized the delivery for this morning, and it was delivered at noon today. What a turnaround. I am looking forward to a good night's sleep tonight. I had an awful 2 1/2 months, but it has now finished well and, therefore, I think it only fair that I also publish this change in my experience with Sleepy's.

Sleepy's only got a 1-star rating from me because you cannot submit form with none. I give them negative 10 stars in reality! I have sent the below complaint directly to csable@mattress.com that I see is responding to other complaints on this website; have yet to hear back. Surprise, surprise!

"I am writing to inform you that after receiving less than satisfactory customer service while attempting to resolve an issue with receiving a beyond sub-par bed compared to the one we tried in your showroom we have filed a claim with the attorney general. Below is our experience (although I omitted details pertaining to just how rude your customer service rep was, and trust me I would know, I am a client service rep myself... I would not talk to someone outside of work in that manner, let alone a paying client). We are seeking a resolution to this matter immediately; should your company decide to take matters into your own hands (which up to this point you have not) and try to resolve this issue by either providing us with the exact bed we agreed to purchase or by providing us with a full refund (i.e.: cancelling the financing we agreed to through your credit company, GE) we will drop the claim we have filed, once a satisfactory resolution has been reached. If you decide not to resolve this our claim with the attorney general will remain open and you can be sure we will tell anyone willing to listen what a nightmare your company is to deal with.

We ordered a Simmons BeautyRest Avondale mattress in Plush from Sleepy's in Wilmington on Friday, 12/9/11. The bed delivered on 12/14 feels as though it is a firm (and in no way is similar to the bed we chose). We called the store and were told we need to contact customer service regarding the issue. Just to ease our minds and to be sure before proceeding we went back to the showroom to test the bed out that same evening (Wednesday, 12/14). We determined that the mattress sent to us was in no way a Plush as indicated on the tag, and is in fact almost identical to the rock-hard firm mattress from the same company/line. The salesman on duty that evening said our only option was to call customer service the next day and request that they have someone come out and inspect the mattress and if they determined it was in fact a firm marked as plush they would replace it.

He also indicated that the bed does not need a break-in period, that it should feel almost identical to the showroom model. He also informed us that in the actual showroom they have received mattresses that are plush and marked as firm and that mislabeling can occur. He determined that the mattress in the showroom has only been there since about April and that since it is not a busy store at all it would not have been "broken in" more than any mattress that was delivered. We told him we understood there must be a slight difference in what is delivered and what is in the showroom and he indicated it is so slight that we should still be able to experience a plush mattress if that is what we ordered (and that is should in no way resemble a firm mattress upon delivery).

I called customer service on Thursday 12/15 and was told on the phone that since it is marked plush, they will not send out anyone to inspect. She also insisted that there is a break-in period our only option is to upgrade. When we told her the salesman informed us there is no break in period, she snidely told us that the samples in the store have been there for years with people testing them everyday (contradicting what we were told by the salesman about the specific mattress we tested). She said she was not able to help us and our best bet for receiving assistance was to return to the store.

After calling multiple times (and no one answering) and against better judgment, we drove down to the store yet again (same evening 12/15). The store was locked (it was 7 pm and they close at 9 pm). After waiting about 30 minutes a salesman (not the same as either previous of the two we dealt with) arrived and let us in. We explained that customer service would not help us and were basically told by him there is nothing they can do and that we must deal with customer service. "It's not like I can give you another bed myself," were his words. We explained they would not help us and he said they would send an inspector out if we called them again (even after explaining that customer service told us they wouldn't) and also that the bed needs a break in period of about a month, which is suspiciously the same time that your already poor "comfort-guarantee" policy expires.

We were then informed our only option if we weren't happy would be to upgrade which involves another $250 fee and $89 delivery fee on top of what we have already paid. We are not comfortable upgrading, as who is to say we will receive the same bed we test in the showroom if we do (and it seems like a scam to get even more money out of us) all the while you are not working with us to see that we are satisfied with the bed we originally purchased and did not receive. I can understand not being able to help us should we have merely changed our minds; however, we did not receive remotely the same bed we agreed to purchase.

Although this experience would be unacceptable under any circumstances, I am pregnant and am now in more pain sleeping in this bed than I had been sleeping on the old, cheap one this was to replace and my fianc has ongoing back problems that are now being exacerbated by this shoddy bed your company, Sleepy's, is claiming is the exact bed we ordered. Please feel free to contact me by email or telephone at anytime should you seek to resolve this matter. "

We are out over $1100 for a mattress they claim is the one we ordered (not even close!) and we cannot sleep on it. We will probably have to replace it a.s.a.p. with or without compensation from these thieves! Buyer, beware.

Good Afternoon Ms. Hansen,

Our Customer Relations Department has attempted you by phone with no success. A detailed message has been left for you at the number provided indictaing the accommodation Sleepy's is willing to make; please follow up with us to arrange. If there is another number you would like us to reach you at please communicate that number and we will follow up with you there. We look forward to resolving your matter.

Thank you in advance

Sleepy's on Dec. 21, 2011

This is an update to my complaint last week. I'll paste in my original complaint then the response I received.

I recently purchased a $1200 (got it for a little less because of a holiday sale) mattress from Sleepy's. Thought I had a great experience in the retail store and left fairly happy with my purchase. Set up a delivery time and was given the "cable TV 4" hour block which is absolutely absurd to begin with but whatever. Delivery came 1.5 hours after the 4 hours. Annoying and unacceptable in my opinion but that's not what this is about.

This is the 30th day of having my mattress. Since the first week, it began sagging. I've been sleeping in a whole. My back is in agony. My hips are in agony from trying to get myself out of this crater throughout the night. Its a dead spot in the bed. I've been back to the store to test out the bed that I bought and there is clearly an issue. I spoke to a rep last night (which was my 29th night) and we chatted about options and he told me that you can get an even swap within 28 days. Like I said, last night was my 29th night and the "system was down" when I was in the store so we could not call at that time. He told me he was going to put a note in the system so I would have an easy time calling today. Its the holidays. Work is crazy. I've been traveling. This was truly my first opportunity to address this. Again, I have to stress. It was my 29th day.

So my mail concern here is dealing with this inspector/warranty stuff. I don't really need to explain. Just read the hundreds of complaints on consumer affairs. I paid a lot of money for what I thought was a quality product. I know, as well as the reps at Sleepy's that this is a loosing battle for the consumer. Again, read the posts on consumer affairs. I just don't want to deal with it. I have a defected mattress. I'm not sleeping. I'm in a lot of pain and its affecting my life. I just want it swapped out. They pushed back on me on the phone today. Said that I was outside of the 28 days. Now its early morning on the 30th day and THEIR system was down last night on the 29th. They wouldn't honor this to me and said I had to call back when I get home to answer a questionnaire, file a claim. Then wait for an inspector and embrace the nightmare to come. I have nothing to hide. I just want what I tested out and paid for. The bed I received is defected. I've had an absolutely awful experience with Sleepy's. And I will fight this. Even if I have to see my physician and my lawyer.

I'm miserable, miserable, miserable. Shop somewhere else.

Now Sleepy's response:

The Company's Response to George of Boston, MA:

Thank you for sharing your concern(s). A member of our Customer Relations Department will reach out to you before the end of business tomorrow and assist you towards resolution. We thank you and appreciate your feedback and most of all look forward to resolving the matter to your satisfaction.

Absolutely awful business and customer service. Disgusted. It's like they stole almost a $1000 right out of my back account.

We would like to take this opportunity to offer you our immediate and sincere apology for the complications you experienced. We recognize that our customers want dependable and convenient service and we realize that we did not achieve that standard. Recently we experienced problem with our computer system conversion, which caused some delays. We pledge to you that we are dedicated to resolving these issues as soon as possible and continue to providing excellent service. Thank you for your support, patience and understanding. Please reach out to us at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you so we can further research and reach out to you. Thank you.

Sleepy's on Dec. 19, 2011

The stress caused by suppressed anger and the knowledge that any attempt at getting a reasonable response from Sleepy's is completely and utterly futile is hard to live with. My experience at the store on 86th Street in New York was wonderful. Charming salesperson, helpful, sold me the firm King Koil Mattress I laid on in the store. What could go wrong? I'd bought lots of mattresses over the years in quite a few different countries. All were good and all lasted for a very long time. Never a problem. But then I'd never shopped with this scam artist named Sleepy's before. Why oh why didn't I go to Bloomingdales or Macy's?

I purchased the mattress in September and within a couple of weeks, began to roll into the middle of the bed where a new Grand Canyon was beginning to form. I didn't contact Sleepy's for a month just because I was so busy at work and I didn't feel threatened at this time about calling to complain about receiving a defective mattress. Unfortunately, I hadn't done my homework on Sleepy's and read any of these complaints. I first called the store on 86th Street and spoke with a salesman there. So kind and so nice, but unable to help me as it was past the "comfort exchange time", but gave me their 800 number to call. This is where I began to experience and to understand that this was no normal retail establishment. I had gotten in bed with quite literally a bunch of crooks.

The woman I spoke with again was lovely for about five minutes while I spoke of my discomfort and the dip in the middle of the bed. She then informed me that the 'free' Comfort Exchange period had passed, but to accommodate me, she would allow me to exchange my uncomfortable bed for another one for a fee of $249. At this point, I became annoyed and told her that surely she was giving me the proverbial finger if Sleepy's thought to charge me an additional $249 to exchange my bed with the canyon in the middle for a new one. After about 5 minutes of listening to this well-trained scam artist, I realized that she kept emphasizing "uncomfortable" and had to explain that the bed wasn't uncomfortable, but that it was defective. She then informed me that the company would send an inspector to my home to check the mattress and, in a very spiteful voice, told me it would be about 4-6 weeks before someone come. I told her no problem, I'd wait.

I then immediately called American Express and asked them to put a hold on the dollar amount I'd paid Sleepy's. Needless to say, they called a few days later. Not me, of course. No, they called my late ex-husband's widow, as they'd mixed up our names and telephone numbers. We've been divorced for nearly 11 years, but I digress. Fortunately, she called and let me know Sleepy's had called. On November 30, a young man came to my home and with rubber gloves, string, a little plastic measuring device and a camera proceeded to measure and calculate the 'canyon'. He told me he would be sending his findings to the company and they would determine whether they would replace or not. I explained to him, after watching him conduct his in-elaborate measurements, that the dip didn't look huge, but that when I laid on it which I then did, that was when you were sucked down into the lower depths of the mattress. He could care. That's not how they measure dips.

On December 14th, I received a Credit Memo from Sleepy's dated December 8, 2011 and mailed on December 12th informing me that I had 14 days to redeem this said Credit Memo from the "issue date listed above", allowing me until December 21st to use this Credit Memo after which it would expire. Wait, there's more. Plus, you couldn't use it on Saturday's or Sunday's. Also, said document told me "Prior to reselection, I must present this original document to the Mattress Professional on Duty. Failure to do so prior to resection shall void this credit". How are Sleepy's allowed to get away with this? Why hasn't the Better Business Bureau shut them down? Why hasn't a mass lawsuit been filed against them and their owners sent to prison? I do not understand how a company can rip off so many people around the country and get away with it. How silly of me. Of course, I can. Banks, brokers, mortgages, Congress. Sound familiar. It's standard policy now.

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Dec. 19, 2011

We were in the store on 12/14, to look into getting a different mattress, since the original one we bought a year ago was starting to cause my wife and I, a lot of back and neck pain. We spoke with a rep named Ginger, who told us about an option we had, which was to trade the our old mattress we bought from them, and to get a new mattress at equal or greater value. After spending almost 2 hours in the store, because of their system going down, we picked out a new mattress, and paid the difference that day in store.

Upon delivery of the new mattress, we found out the lady never ordered us the new box springs to go with the new mattress, and because the delivery was a partial delivery, Sleepy's would not allow the mattress to be left at the house. After spending 4 hours on the phone, and several trips to the store, we were told that we would have to pay $500 for the new box springs, even after we were told they would not cost us any money. We ended up calling back Sleepy's customer care, who told us that it is our word against their own sales rep's word. All that we want, is what was promised to us at the time of purchase. At this point, we have wasted our entire day talking to the reps in our local store, and reps over the phone. We were told that a manager was going to call us back, and we have yet to receive a phone call. As of right now we have no bed to sleep on, and want what is promised to us by your sales rep.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Dec. 19, 2011

I purchased a queen size Seally Posturpedic Harb House mattress about 18 months ago. After 3 months, the mattress top shifted to the left and began caving in the middle. When I lay on the bed, my body starts to go numb. I wake up with horrible back and leg pain. I contacted Sleepy's since I had a "10 year warranty" as was told by the sales rep. Sleepy's sent an inspector out who reported that the sag was only 1 1/8th on my side and 3/4" on my side (btw, that's not correct). I was informed I did not qualify for an exchange. I sucked it up and continued to sleep on that nightmare of a bed for another 6 months.

I called Sleepy's and requested another inspection. The inspector came in, took measurements and pictures. I received a call from Sleepy's 10 days later, telling me the mattress doesn't meet the requirement for exchange. The rep then went on to tell me that my mattress had a stain so my warranty is void. Of course, this sent me into a rage. I took several pictures of the mattress and informed the rep that my bed had no stains. The only thing on my bed was a shadow from where the ** mattresses is sagging. She rudely told me that she couldn't do anything and to basically deal with it. I have contacted my doctor and lawyer and plan to file a lawsuit against Sleepy's. I recommend you all do the same. Don't buy from Sleepy's. Go to Macys, Boscovs, or even the mattress store. Stay away from these crooks.

Thank you for sharing your concern. A member of our Customer Relations Department will contact you before the end of business tommorrow to assist you towards resolution. We thank you for your inquiry and look forward to resolution of your matter.

Sleepy's on Dec. 14, 2011

I recently purchased a $1200 mattress from Sleepy's. I got it for a little less because of a holiday sale. I thought I had a great experience in the retail store and left fairly happy with my purchase. I set up a delivery time and I was given the cable TV, 4-hour block which is absolutely absurd to begin with but whatever, the delivery came 1.5 hours after the 4 hours. It was annoying and unacceptable in my opinion but that's not what this is about.

This is the 30th day of having my mattress. Since the first week, it began sagging. I've been sleeping in a hole. My back is in agony. My hips are in agony from trying to get myself out of this crater throughout the night. It's a dead spot in the bed. I've been back to the store to test out the bed that I bought and there is clearly an issue. I spoke to a representative last night, which was my 29th night, we chatted about options, and he told me that I can get an even swap within 28 days. Like I said, last night was my 29th night and the system was down when I was in the store so we could not call at that time. He told me he was going to put a note in the system so I would have an easy time calling today. It's the holidays. Work is crazy. I've been traveling. This was truly my first opportunity to address this. Again, I have to stress. It was my 29th day.

So my main concern here is dealing with this inspector/warranty stuff. I don't really need to explain. I have just read the hundreds of complaints on consumer affairs. I paid a lot of money for what I thought was a quality product. I know, as well as the representatives at Sleepy's that this is a loosing battle for the consumer. Again, read the posts on consumer affairs. I just don't want to deal with it. I have a defective mattress. I'm not sleeping. I'm in a lot of pain and it's affecting my life. I just want it swapped out. They pushed back on me on the phone today. They said that I was outside of the 28 days. Now it's early morning on the 30th day and their system was down since last night on the 29th. They wouldn't honor this and said I had to call back when I get home to answer a questionnaire and file a claim. Then I wait for an inspector and embrace the nightmare to come. I have nothing to hide. I just want what I tested out and paid for. The bed I received is defective. I've had an absolutely awful experience with Sleepy's and I will fight this even if I have to see my physician and my lawyer. I'm miserable, miserable, miserable. I will just shop somewhere else.

Thank you for sharing your concern(s). A member of our Customer Relations Department will reach out to you before the end of business tommorrow and assist you towards resolution. We thank you and appreciate your feedback and most of all look forward to resolving the matter to your satisfaction.

Sleepy's on Dec. 14, 2011

I recently purchased a $1200 mattress from Sleepy's. I got it for a little less because of a holiday sale. I thought I had a great experience in the retail store and left fairly happy with my purchase. I set up a delivery time and I was given the cable TV, 4-hour block which is absolutely absurd to begin with but whatever, the delivery came 1.5 hours after the 4 hours. It was annoying and unacceptable in my opinion but that's not what this is about.

This is the 30th day of having my mattress. Since the first week, it began sagging. I've been sleeping in a hole. My back is in agony. My hips are in agony from trying to get myself out of this crater throughout the night. It's a dead spot in the bed. I've been back to the store to test out the bed that I bought and there is clearly an issue. I spoke to a representative last night, which was my 29th night, we chatted about options, and he told me that I can get an even swap within 28 days. Like I said, last night was my 29th night and the system was down when I was in the store so we could not call at that time. He told me he was going to put a note in the system so I would have an easy time calling today. It's the holidays. Work is crazy. I've been traveling. This was truly my first opportunity to address this. Again, I have to stress. It was my 29th day.

So my main concern here is dealing with this inspector/warranty stuff. I don't really need to explain. I have just read the hundreds of complaints on consumer affairs. I paid a lot of money for what I thought was a quality product. I know, as well as the representatives at Sleepy's that this is a loosing battle for the consumer. Again, read the posts on consumer affairs. I just don't want to deal with it. I have a defective mattress. I'm not sleeping. I'm in a lot of pain and it's affecting my life. I just want it swapped out. They pushed back on me on the phone today. They said that I was outside of the 28 days. Now it's early morning on the 30th day and their system was down since last night on the 29th. They wouldn't honor this and said I had to call back when I get home to answer a questionnaire and file a claim. Then I wait for an inspector and embrace the nightmare to come. I have nothing to hide. I just want what I tested out and paid for. The bed I received is defective.

I've had an absolutely awful experience with Sleepy's and I will fight this even if I have to see my physician and my lawyer. I'm miserable, miserable, miserable. I will just shop somewhere else.

If you only remember one thing from this review, let it be this: Do not shop at Sleepys. But here is the good news: I have been looking for a worthy new year's resolution and thanks to my experience with Sleepys, I have found it--launching a class action suit for each and every person who has ever experienced the consequences of their sleep to live mattress, the scam of Sleepy's "comfort exchanges," the scam of their receipt accounting practices and other unscrupulous practices of Sleepys that I have committed myself to researching which include, but are not limited to reselling used mattresses, refusing exchanges due to imaginary stains that do not actually exist on the mattress but that Sleepy's headquarters invents to avoid upholding warranties, fraudulent advertising, and misrepresentation.

I purchased a Kingsdown "sleep to live" mattress in July 2011. I specifically asked the sales rep at the Haverford, PA store if "there were any major issues reported with the "sleep to live" mattress that I should know about," since I had never heard of the brand before. His reply was that "this is one of our top brands and customer favorites." In order to get the bed warranty, I was required to purchase the "sleep to live" box springs in the amount of $765.32 along with the $2,000 bed.

After sleeping on this bed for just a few months, my husband and I have developed serious back problems that have required medical attention. The sleep to live beds are defective. The sleep to live bed is one of the greatest scams to have hit the mattress industry. The bed looks impressive, thanks to its impressive height, but there is nothing inside the mattress to support or evenly distribute the weight of the human body. Try flipping it over--the opposite side looks and feels like lightweight cardboard. Precisely why there is a sticker on the opposite side that states this is not a sleep surface. Well, that sticker should be placed on both sides of the mattress. This mattress is not a sleep surface! It sags so much that there is virtually no support for our lower backs, it is impossible to sleep in an ergonomically correct position.

I have never in my life experienced a bed like this. Every night, my husband sleeps on the couch because the bed causes so much pain, and I have to leave my husband and my six-month old son to sleep at my parents' house. I actually have to leave my family at night so I can sleep on my 15-year old childhood bed--which, may I add, is still so comfortable because it was a great quality mattress purchased at Bloomingdales.

The sleep to live bed has caused us so much pain and it has torn our family apart at night. Any positive reviews of the "sleep to live" mattress were likely written by the manufacturer, impersonating itself as a buyer. The company only plans to refund me the price of the mattress if and only if the mattress fails their inspection. Here is the kicker: the inspector who comes out to check the bed does not actually examine what happens to the bed when a person is laying on it. How can someone examine the integrity of a bed if they do not examine what happens to the bed when an actual person is laying on it? Is it possible to determine cause of death without doing an autopsy? No. Is it possible to predict the integrity of a mattress without laying down on it? Of course not!

Shame on you Sleepys for taking advantage of us. Sleepys has a responsibility and obligation to refund me for the entire purchase including the box springs, regardless of inspection, since not only was I forced to buy the box springs in order to get the warranty but I am now in serious pain as a result of the defective bed. There is an army of people in the United States who have posted on the Web this same exact situation with their defective Kingsdown "sleep to live" mattress sold at Sleepys.

While I made a good-faith purchase, Sleepys knowingly sold me a product line that has been causing serious pain for its prior customers. Thanks to the Internet. I will have no problem rallying up the people who were scammed by Sleepys. In the past 24 hours, I have already spoken with five friends and family members who were scammed by Sleepys! There is an army of people waiting out there for their voices to be heard, and I will fight for our justice.

My wife and I purchased a king sized mattress, and box spring from Sleepy's. We told the sales associate that we needed a firm mattress for our backs, and he recommended a Serta mattress. The name of the mattress we selected in the store, wasn't the same name that was delivered, but they told us it was standard practice (apparently, Sleepy's standard practices also include lying, deception and thievery). A month after sleeping on the brand new mattress (the mattress definitely wasn't firm), we had two large depressions on each side of the mattress, with a huge bump in the middle. It was so bad that we couldn't even sleep on it. So we called Sleepy's, and they sent someone to look at the mattress.

The inspector determined that the mattress was defective, and they issued us a comfort exchange for a new mattress of similar value. When we went to the store to use our comfort exchange, they advised us that they didn't make the same mattress, but we could have a comparable piece of crap, or we could pay more to upgrade to a better model. Since the first mattress was so bad, we opted to pay the fee and upgrade. Of course, we had to pay the shipping fee to replace their defective mattress. Immediately after the new mattress was delivered, we had the same exact problem with the sagging and the bump in the middle.

We called Sleepy's to complain, and they sent the inspectors again, who determined that the mattress hadn't sagged enough to qualify for a replacement. We were shocked and still in extreme discomfort from our defective mattress, so we called Sleepy's again to have the inspectors return. This time, they determined that the mattress had only sagged inch, when it had to have sagged, in order to qualify for the replacement mattress. After that, Sleepy's advised us that we would have to pay $50 for an additional inspection, since customers are only allotted two inspections per calendar year. This mattress is now worse than the original mattress, and my wife, who is 7 months pregnant, can't even sleep in the bed anymore. She is forced to sleep in the guestroom, on a fantastic full sized mattress, that we purchased from Macy's. I'm stuck sleeping on the bump, in the middle of the Sleepy's mattress, or on the couch.

I implore you, never buy anything from Sleepy's, since they a. do not provide a quality product; b. do not deliver the same product that was actually purchased and; c. utterly fail in the customer service area. We have wasted a total of $2,000 at Sleepy's, and we still don't have a mattress that we can sleep on. I'm astounded that nothing has been done, regarding the number of complaints on various consumer websites regarding Sleepy's crappy products, and crappier customer service. There is no accountability taken by Sleepy's, and we just want our money refunded so we can purchase a mattress from a respectable company that honors their promises. I would have given Sleepy's negative stars, but 1 seems to be the minimum on this site.

Good Afternoon,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Dec. 12, 2011

The Sleepy's return policy is not worth the paper it is written on. When our mattress was delivered, it was a very soft mattress and was not the mattress that we tried in the store. So we went to the store to get the problem corrected the day after it was delivered and realized that we had been scammed. First of all, there is the unethical sales agreement. While the salesman indicates that you have 21 days to bring the mattress back, they fail to mention the fine print that says this will cost you $249. The other fine print says that the mattress must be the same or of a higher price than the original mattress purchased. Of course, the delivery charge is not refundable so you are also out $89 two times for the mattress and box spring. Also, they will not exchange the mattress unless you bought a $99 mattress cover. But they then claim that they will give you a break and exchange it if you buy a mattress cover.

Here is our current sleeping situation. Thanks to this ironically named "Sleep to Live" mattress. At night, my husband sleeps on the sofa and I drive to my parents' house to sleep on my childhood bed. We can no longer tolerate sleeping on this excuse for a bed - it has become a form of capital punishment. I, like many others who made the unfortunate decision to shop at Sleepy's, purchased a Sleep to Live mattress in July 2011. On my purchase order, the price of the mattress was listed at $1,934.68 and the box springs listed at $765.32. I now realize why they list prices this way on the receipt - which I will discuss later.

My goal is to get the unscrupulous business practices of Sleepy's exposed on Channel 10 news. I also plan to stand outside of the Sleepy's store with flyers listing these practices to consumers who don't know better. If I don't get a full refund for both the mattress and box springs, I will pursue a class action lawsuit against Sleepy's in January 2012. And with the army of people who find themselves in similar situations to mine, we will have no problem presenting our case against the crooks at Sleepy's. While Sleepy's may be satisfied in conning me out of $2,862.00, they will soon understand that the business they will lose after all is said and done will far exceed this dollar amount.

I have already contacted the BBB, but that is only the beginning of my fight for justice. Buyers, beware: the "Sleep to Live" Mattress (manufactured by Kingsdown) is made from the poorest quality materials I have ever seen on a mattress. After just one week, the mattress was sagging and my husband and I started waking up with aches and pains traveling from our lower backs to our neck. One morning I woke up with such excruciating pain that I had to go to the E.R.! We have had no history of back or neck problems until this bed entered our lives. Here is what I gathered from my fact finding so far:

1) Sleepy's allegedly resells used beds. The investigators they send from "Bed Check" can declare a bed defective. But Sleepy's will declare the warranty void due to alleged microscopic stains on the bed. Why, you may wonder, does Sleepy's care about a defective bed having a 1 millimeter stain on it? It's because they sell these used mattresses to unsuspecting consumers. Evidence of this is that many customers have bed bugs in the "new" beds and box springs delivered to them. And Sleepy's forces you to buy a mattress protector as part of their "comfort exchange" policy, so that if you do switch out the bed in 21 days, they can resell it.

2) Sleepy's uses sneaky accounting practices when it comes to pricing items out on sales receipts. Items that are "thrown in for free" (such as sheets, bed frames, etc.) are then listed on the receipt as having actual prices. The sum total of these "free" items is deducted from the price of the mattress on the receipt. This way, if you exchange your mattress with the comfort exchange policy, you actually are getting less money applied toward your next purchase than you had spent on the first mattress. Thanks to the "price" of the mattress listed on your first receipt. This also explains why they inflate the cost of box springs (since when are box springs 800 dollars?). They inflate the cost of the box springs. So, even if your mattress is defective, you are now out 800 dollars. This means Sleepy's never loses money on these "comfort exchanges" and actually profits no matter the outcome. Buyers, beware: if the mattress you buy is 2,000 dollars, make sure your receipt states the mattress in the same dollar amount! We will pursue these fraudulent accounting practices as well as their other unscrupulous sales practices.

3) The beds on the showroom floor in no way depict the quality of the bed that actually gets delivered to your door. Evidence of this: many customers including myself find that the bed we tried on the floor was much more comfortable than the bed in our home. Sleepy's excuse is that the beds in the showroom are broken in. Why then is every single bed I have ever purchased from Bloomingdales always great quality, the same quality as the one in the Bloomingdales showroom? It's because Sleepy's allegedly has their manufacturers make beds of higher quality for their showroom and the manufacturers make inferior beds for the actual sales.

4) The prices of Sleepy's beds are more arbitrary and unpredictable than airline prices. Take a look at the "Sleep to Live" mattress. Customers who purchased my same mattress have paid anywhere from $2k-4k for the same exact package. They also inflate their prices for their "big sales events", so they can "slash" their prices down to what appears to be 50-75% off. But in reality, it is still a very inflated retail price. And you can't compare shops because they allegedly invent complicated names on each mattress. Even though the same mattress is sold down the street, it will have a different name so you can't truly compare prices.

5) Sleepy's will work at all costs to avoid upholding their warranty. How can a bed inspection take place without the investigator examining what happens to the bed when there is an actual body on it? The investigations are a joke at best. And even if the investigations prove a defective bed, and even if Sleepy's can't find a stain and is therefore forced to do an exchange, Sleepy's still profits. Just read the guidelines, loopholes, and fees of their "warranty". In my pursuits for justice, I will have saved at least one person from shopping at Sleepy's. And at best, I will have reached the masses and Sleepy's will forever rest in peace in the grave that they have dug for themselves.

Mr Rogers,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Dec. 12, 2011

My wife and I recently received another replacement memory foam mattress in September. Within 4-5 weeks a large distinct "hole" emerged. Last week, Sleepy's warranty rep came to our house and measured this hole at 3/4" but the warranty program calls for a full inch. This 3/4" is after only 11 weeks. As a result of Sleepy's lousy materials and testing, this makes almost a year of my wife and I sleeping on substandard mattresses. This is unacceptable. And the fact, that Sleepy's wants us to sleep on this junk until it is at the full depth is ridiculous. What about my back issues? What about our comfort? Sleepy's salesman are very persuasive about the quality and longevity of Sleepy's products.

The first mattress was purchase three years ago now. It was an inner coil mattress and lasted about 1.5 years. That item was exchanged and we were talked into memory foam. We had wanted pempu-pedic, but Sleepy's limited the items we could select from. The memory foam lasted less than a year. We started having large compression holes in the mattress resulting in back aches and headaches. Sleepy's said they had another manufacturer of their memory foam products, so we went again with them. Now we are here, less than three months into this warranty and already having problems.

Dear Mr. Gray,

Sleepy's number one goal is customer satisfaction. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.

Sleepy's on Dec. 12, 2011

I purchase a S/F mattress from this company in the hopes that it would not be like I feared. After a long consideration, my wife and I canceled an order that we made before we took delivery. That was the end of our purchase then we were sold over the phone a deal for the same mattress for $500.00 less than the store price. We wound up being asked to pay $1248 and change, with their 18 months no interest payments. When we were at the store, the sales representative in Westwood, NJ, told us that anything we would buy is risk free! That was a BIG lie.

After many rounds of being called to purchase over the phone, about 3x a day, we said that we were willing to give them a try. We received the mattress and slept on it one night, it was horrible. I called the 1-800 number and spoke to a very rude rep that seemed to say it did not matter what I was told in the store, Their policy is a no money back. This being said was a great problem because I informed the rep that they should come and get their mattress. He said that a manager would call me and guess what? No call.

Well, I am documenting this in case they feel that they want to honor their statements by their salespeople. Shame on this lying company.

Thank you for sharing your concerns. We are sorry to hear about your experience with our company. Sleepy's welcomes the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Dec. 12, 2011

I wouldn't recommend Sleepy's. I am in the process of a warranty claim, off a terrible Sealy Posturepedic that went bad in 8 months. I called to order a different mattress (with warranty credit). The total amount I paid with taxes was $755.99. The new mattress is $686.99 plus tax. They are now trying to get me to pay a delivery fee. It's not my fault you use outside contractors for delivery. You should eat the cost, considering you sold me a piece of junk. They said, with the price difference, the lowest they could go was $11 for delivery. It should be 100% free. This is a warranty issue. Their slogan says, "it's all about you!". It doesn't seem like it. You would actually squabble over $11. It's principal that you should make good on this. Please contact me.

Dear Mr. Snyder,

Our records indicate that a representative reached out to you and the above complaint has been resolved. If there are any further questions that you may have, please feel free to contact us at csable@mattress.com

Sleepy's on Dec. 12, 2011

I purchased a Beautyrest bed at Sleepy's on November 26, 2011. I hated the bed plus only the box springs were labeled Beautyrest. The mattress they sent was labeled Brann Silvia, whoever that is. So I requested to return it. I paid $89.99 to have it delivered; then I had to pay $249.00 to exchange it. Then they charged me another $89.99 delivery fee to deliver the new mattress plus they up-sold me. So if you do not like your mattress, be prepared to pay $430.00 for the mistake.

When I called the sales people who were very nice, I was told you had to contact a centralized customer service. I believe these are professionally trained people ordered to be unbending with long convoluted answers about why these fees needed to be charged. I will never deal with these people again. I only wish I had read up on them before I purchased. The amount on the new sales invoice is not what will appear on your credit card because when you exchange they do not give you back all you spent. So be prepared for a surprise when the bill comes.

I'm being forced to pay $2530.90 for an inferior product. $430.00 of that is the price of dealing with these people. I could have gotten a better bed at a reputable store for this price with free shipping. At 60 years old, you would think I would know better. Do not think they tell the sales people what corporate is really doing to their customers because they appeared to be nice local people.

Ms. Marx,

We would like to address the complications you experienced with our organization. Please provide your invoice number or customer code, include a telephone number with the best time and date to reach you. Please reach out to me at csable@mattress.com. We look forward to your response.

Sleepy's on Dec. 9, 2011

I purchased a "Sleep To Live" Mattress, style KD14126/6SET, 400 SRS Tan/Green King Set on 11/27/2010 from a local store located at 2955 Concord Road York Town Center, York PA. 17402. The mattress has a 20 year warranty. Within less than a year, that mattress had developed major sagging. A complaint was filed with Sleepy's who sent a consultant to photo and inspect the mattress. After waiting an extended period of time and having to follow up with multiple calls, we were informed that the mattress was determined to be defective and we would get a credit toward the mattress. After visiting the local Sleepy's store, we were informed that the credit would be $811.99 toward the mattress but they no longer made that model so we would have to purchase a different mattress and box springs as the box springs did not go with any of their other model. The only reason we even purchased a set of box springs to begin with was that we were told that the mattress warranty would not be good unless we purchased the box springs to go along with the mattress.

The manager at the store refused to just give us a comparable mattress or refund our money but indicated that he would run the matter up to his district manager. It was going to cost us over $1,000 additional dollars for them to just give us a comparable mattress. That was months ago and we never got a call back. Clearly, based on review of the consumer affairs complaints and complaints on the internet, Sleepy's knew this line of mattress was defective yet sold us one anyway. Additionally, there is a scheme here in which they require you to purchase box springs with your mattress but then will not give you credit for the box springs that they claim cannot be used with any other mattresses. The second part of their scheme is to try and get additional money for a new mattress buy refusing a refund or offering to replace it with a comparable one on the statement that they no longer make that model. Clearly Sleepy's is failing to honor their warranty. To make matters worse, the sagging has gotten so bad that it is effecting my sleep and I'm waking up with a stiff back.

All I want is a refund of my money and Sleepy's can have their defective Mattress and Box springs back. Or a comparable replacement mattress that will work with the existing box springs and still have a comparable warranty or a replacement mattress and box spring set that will have the same warranty and sleepy's can certainly have the originally purchased ones back.

If one of these two options are not met within the next 30 days, I will be filing a Complaint with the State's Attorney General's Office, will file a Complaint with the FTC Consumer Protection Agency and I will file the necessary lawsuit for breach of warranty, breach of implied warranty, intentional tort, strict liability, and for compensatory and punitive damages.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Dec. 8, 2011

I purchased a mattress with a promised delivery date. When I got to the store to pick it up, the store was locked, even though it was during posted business hours. I called another store, and found that it is common practice to lock up the store during business hours. When the sales person returned, she told me that the delivery date was 14 days away. This was not what my receipt said, so I asked for my money back. I was told that it could be returned the following day. Three days have passed and no money has been returned. I have since been told that it is company policy to take 5 days to return money. When I asked to speak to the person responsible for this policy, I was told that they were not allowed to give this information out. This is not a good company to do business with. I will never use this company again.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Dec. 1, 2011

On October 9th, I wrote a complaint about the horrible mattress I've been sleeping on from Sleepy's. Very quickly after that being put online, a Sleepy Representative called me. She was all sweet and apologetic saying that she was going to speak to the staff at this particular store about the mis-information I was given and that I would have a store credit. It was odd; she never mentioned how much the credit would be for this $1200 mattress I bought.

I asked her to send me something in writing with regards to this. "Oh, we can't do that" she told me and I asked 'Why not?" It's just not the way we operate, she said or something to that effect. She refused to give me anything in writing. She said it wasn't necessary and when I called the store, the credit will definitely be there and nothing to worry about.

I'm sure you know the ending to this: I called and there is absolutely no credit under my name. I am furious! How dare they operate this way. With all the complaints here, I don't understand how this company can stay in business. They are ripping people off left and right!

Black Friday Sale 1/2 off-- what a pile of bull! Not only was it not half off, it was way more than any other day.They raised their prices higher than what they normally are and took half off from that. What a low down dirty thing to do. If that's the way family-owned business act now. I rather do business with corporations. I feel bad for all those that fell for this outrageous lie. The Sleepy Family should be ashamed of themselves.

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@sleepys.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Nov. 28, 2011

I purchased a Sleep to Live mattress set. At first everything was fine, then one day I noticed that the side of the mattress was bowed out. Upon inspection, it seemed that the side wall of the mattress was pulling away from the rest of the bed. It bowed out about 3 to 4 inches from the rest of the mattress. I went to the Sleepy's store where I purchased the mattress from and they informed me that I needed to call 1800SLEEPYS to submit my claim. I did so, and about 2 weeks later an inspector came out and basically dismantled my entire bed and put it back together again.

Ten days later, I got a call from the claims department stating that they are not going to do anything because I voided my warranty by using the wrong bed frame. My bed frame is actually a solid wood frame with 2 middle steel supports as well as side, head and foot supports made of sturdy wood. They said that I was supposed to have a middle support leg and that my frame was made for a twin or full size mattress and not the queen size mattress that I had. Well, in fact, it is made for a queen and can be shrunk for a full if needed. Well, the fact that I was supposed to have a middle support leg, was news to me. I never received any paperwork stating this.

Sleepy's delivered and installed the mattress and never said there was anything wrong with the frame I was using. I would like to ask how can they say that the frame is responsible for the defect when there is absolutely no damage to the box spring, it is in perfect condition. I asked how I could dispute this finding and the woman became very rude and told me that there is no disputing. She said that I was the one responsible and that I was the one who voided the warranty so it is now my problem. I will never buy a mattress from Sleepy's again and I fully plan to tell all of my friends and family never to buy from them either. I am now out almost $3000. The frame I have will probably still be sturdy 50 years from now. Sleepy's are crooks who have no morals.

Sleepy's would like to thank you for sharing your concerns. We aspire to provide all of our customers with not only the highest quality product; but also with high quality service and support worthy of consumer confidence. We sincerely regret that your experience did not meet those standards, but appreciate your taking the time to inform us. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. Thank you

Sleepy's on Nov. 28, 2011

I went shopping for mattresses around 4th of July, thinking I would get a little more bang for my buck. The salesmen seemed nice enough, but didn't really show me a lot of options. As a first time mattress buyer, everything seemed fine. The mattress I chose (Sealy Starlite Isle Plush Queen), was comfortable in the store and within my price range of approximately $600.

The first mattress I received was hard (not firm), and anything but plush. Upset, I went back to the store. The same salesman was there again, and said if we use the right terminology, saying it was a "manufacturer defect" that they could probably switch it out for me. I laid on the floor model again and it still felt fine. The second mattress I received was also awful. I did not even have that mattress for 2 months. It still wasn't what I paid for in the store, dipped in the middle, and actually caused me physical pain.

I called customer service on multiple occasions and was told it was a "comfort issue" when to me it was clearly a quality one. The customer service reps were rude, and unwilling to help. I finally asked to speak to a manager. Telling her I felt ripped off, she rudely told me I had to get an inspection, regardless but that would take a minimum of a week just to schedule one.

I then posted on the Sleepy's Facebook wall. It appears as though I was not the only one (though they now appear to have been deleted). It was only then, that customer service seemed to want to help me with my issue. Rosalee said I would get full credit, regardless of the inspection, but to please be patient and wait. I paid $575 for the set, but was only given $429 to work with.

The inspection came back that BOTH the mattress and box spring were defective. So, I received 2 defective mattresses, from the same manufacturer? I then found what I deemed a nicer quality mattress, a Simmons Beautyrest, after laying on many mattresses many times. I paid an additional $243 for the new set (which coincidentally is almost the same as their comfort exchange charge), but thought it was worth it if I was getting something of higher quality.

I continue to toss and turn on my current "new" mattress. It is still not what I tested and ordered in the store. I continue to feel ripped off, and would never shop, nor recommend shopping at Sleepy's again. Disappointment is an understatement.

Dear Mrs. Reeder,

Thank you for sharing your concerns. Our records indicate that a representative at Sleepy's has attempted to make contact with you regarding your issues. Please email csable@mattress.com so we can further assist you. We look forward to hearing from you. Thank you.

Sleepy's on Nov. 23, 2011

Overall, it sucked 5 star. Don't, I repeat, don't ever buy a mattress from this company. After shopping all the stores for a new mattress we ended up at Sleepys the mattress professionals, yeah, professional thieves. We did our shopping. Got a great price at Raymore and Flanagan but had to try Sleepys. They also own 1800mattress and mattress.com better bedding and rockaway bedding. One company four different names of beds, one product code for all these beds and to top it all off five different prices for the same bed and five different delivery charges.

You know what the best thing was, buying our new bed from Macy's. Great price bed we looked at. Not five different names and free delivery. Sleepys stores charge $89.99 for delivery no matter what you spend. Sleepys website charges $69.99 delivery under $599.99, free delivery over $599.99; 1800mattress delivery is $39.99 under $400 and free over mattress.com is $29.99 delivery under $300 and best of all the beds are greatly reduced on the mattress.com website. But like the salesman in the plain view store said and I quote, "The names are not important just the price you pay is." Well buddy, if I buy a ,corvette I don't want a cavalier when I go to pick up the car. Names aren't important that's why you won't find the same name in any of their stores, websites or sales ads. Run. Run away from this company.

Dear Mr. Roman,

Thank you for sharing your concerns. We are very sorry to hear about your dissatisfactions with our company. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Nov. 18, 2011

I bought a Simmons Phenom set in February and it was delivered in March. When I paid for it, I was told that it was the best mattress for my neck and back problems. I called them in October and told them that the mattress sunk in and don't have the memory that it should. They told me the inspector had to look at it and told me that the inspector would be here in 5 to 7 business days and that was a lie I would never buy anything from them again and I would tell everyone I know the poor customer service. It seems like when they sell you anything, once you get it they forget about the customer. Their 25 year warranty is a joke and the inspector said he will be here November 26, 2011. I told him that my problem is I can't sleep in the bed because it very painful on my neck and back.

Dear Mr. George,

Thank you for sharing your concerns. We are sorry to hear about your dissatisfaction with your mattress and box spring set. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Nov. 18, 2011

My husband and I visited Sleepy's, and spent a good deal of time selecting a mattress. When we finally decided on one, we spent more than 1/2 an hour lying on it. The mattress that was delivered was not the mattress we tested in the store. After about a month, the mattress had bunching in the middle of it, as though someone had shoved a towel in there.

One side was harder than the other, and there was a hole I would roll into, if I didn't position myself close to the edge of the bed. I called customer service and was told, I needed to be by the bed (so they could ask me about reinforcements that I would have known about without being by the bed). Frustrated, I called the store to see if my salesperson could help me. She wasn't in, so I spoke with a nasty man who only escalated my annoyance and frustration.

I called the DM (twice, he never returned my 1st call). He apologized, and told me he would send me a $50 check for my inconvenience (I still haven't received that). They sent an inspector over to look at the mattress. Long story short, they denied the claim (big surprise). I called the manufacturer who had a "special" customer service number. I spoke with them, and they ended up replacing the mattress. My big question is, why would I have to call the manufacturer, to get "special" customer service. Shouldn't every customer be special?

Still waiting for the DM to mail me $50 check. Not only will I never buy a mattress from Sleepy's again, I will make sure to tell all my friends, family (I'm Italian so that's quite a few people), and so on.

Good Afternoon Sharon,

Thank you for sharing your concern(s). We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Nov. 14, 2011

I have already posted once on this website expressing my disappointment with Sleepy's. Someone contacted me. That's awesome. Then, in order for them to do anything for me, I had to pretty much jump through hoops for them. They want to get this letter notarized, send it back to them, (without a return address envelope I had to hope that it would get to them), then once I found someone to notarize a letter and waited over a week for the lady to actually receive it, I am told that I can go ahead and purchase a new bed, the credit is applied to my account and I will have no problem.

Fine, I wasn't super happy with what they offered me but I was trying to not be greedy about anything. So, I went to a Sleepy's again, to try and buy a new bed that wasn't broken. When I finally sat down after deciding on a bed, I was then told by the sales associate (who was totally checked out the entire time) that he couldn't do anything for me. I pretty much wasted my time to go there to be told that I was lied to because I couldn't actually purchase a bed that night.

If Sleepy's really wanted to help me, I would imagine that they would actually do that. Not make me run around in circles hoping I run out of steam and stop fighting the injustice. Good people, I am considering taking a huge loss personally and going to purchase a bed from somewhere else just so Sleepy's doesn't get another dime from me. I suggest all the hard-working people out there to shop locally, not evilly.

I purchased a mattress (The Simmons Comforpedic Phenom Luxury Plush) and paid $1705.25. I also purchased the matching box spring ($294.74) from Sleepy's on 02/19/2011 from the Woodhaven Blvd. NYC location. After 6-7 months, the bed started warping. It sunk in at the bottom of the bed almost -1. The bed is also higher on the left side and off by 3/8 as you go down. The box spring started making squeaking sounds every time you move. The bed no longer supports our backs. My wife and I have constant back and joint pain.

I contacted Sleepy's customer service and they sent a mattress marshals (Juda was the guy's name) to inspect the mattress and box spring. 5 days later, I received a letter from them. Sleepy's stated they will honor the warranty on the box spring but not the mattress. The inspectors used string and weights to determine if the bed was sagging. The report says it was off by at the bottom only (it's actually off by 3/4-1). They lie about the real condition of the mattress. This is the worst experience I have ever had with any retail company. How does this large company get away with this? All I wanted was this terrible Simmons product replaced.

Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you.

Sleepy's on Nov. 14, 2011

I bought a king size mattress, 2 bed frames and king with rung saver frame on 11/12/2011 from Sleepy's Elmhurst store located at 88-01 Queens Blvd New York. Sales agent Howard *** has agreed to deliver the items on 11/13/2011. At 9:56 am, Nov 13 2011, I got a call from ***. It was the driver from Sleepys and he asked me to come downstairs outside the building to inspect the items being delivered. I went downstairs to see the items being delivered. The driver told me that all the items are outlet items and mattress is damaged and I could see the damages from outside. I was completely shocked. I was receiving the damaged items cost of $1318.45.

Funny thing is that the invoice driver was carrying was different than mine. In driver's invoice all the items were marked as outlet. Driver himself was shocked when he saw the invoice that was given to me and he called Sleepy's delivery office and I spoke with agent. She advised me to refuse delivery and speak with sales agent. I waited for call from Mr. Manager sales agent Howard *** until 12:30. He didn't bother about this incident and he didn't call me. When I called him he said that item mattress was not damaged. I asked him why he never talked about outlet items when he sold the items. He arrogantly said that he knows what he told and he has been doing the business for 20 yrs. He even didn't show some respect to customer and hang up the phone without further discussing about incident.

Dear Laxman,

Thank you for sharing your concerns. We apologize about your situation with the mattress mishap. We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your issue. Thank you.

Sleepy's on Nov. 14, 2011