Sit 'n Sleep Reviews

Approaching 30 days, the bed was still horrible. We called Sit ‘n Sleep and told them of our problem. They said we could exchange the bed if we paid a $500 stocking fee and bought a higher priced bed. There's your sleep trial. Now a year later, we have a horrible bed with big ruts in both sides and a stiff barrier in the middle. We call KingsDown and voice our concerns. We get a call from Sit ‘n Sleep informing us that they will send out an inspector. The inspector comes out and tells us nothing.

One week later we get a letter from Sit ‘n Sleep telling us the bed is not defective, but we can get a discount on yet another bed if we want to pay again. We instead go to Sears in Riverside and buy a Serta top of the line mattress for less than half the price of the Kingsdown. We are finally sleeping on a comfortable bed which we purchased from folks who talk straight and still know the meaning of customer service.

On the 3rd night sleeping on this mattress we called the sales lady, Yolonda ** to complain. She directed our call to the main factory, in Gardena, CA. They scheduled an inspector for the 29th of November, who upon inspecting the mattress, stated before measuring he could see the sinking of the mattress in the center, and told us for a brand new mattress this was the first time he'd had seen a 1" dip and thought it was faulty sewing in the center of the mattress. We asked for a receipt on which were only measurements, and were told he could lose his job if stated more than the measurements.

We waited a week and contacted the factory and were old they would give us 20% if we wanted to purchase another mattress. But she stated that she noticed sagging under the bed and we needed more slats. We told her the inspector never told us about this and actually told us everything about the bed and the setup was as required.

Our bedroom set was brand new. But we didn't know and contacted the furniture store who sold us the bedroom set who immediate had 2 men come out the next day. These guys told us that the new box spring was not sagging therefore how could the mattress be sagging from the bottom, but they added 5 additional slats to the the 5 already there.

This did not help us at all and the bed still sagged. The inspector was send out again and this time he measure a 1.5" sagging in the middle of the bed, a half inch more than before.

But none of this did us any good because the warranty department told us that a 1.5" sink was within their standard and nothing can be done and our 30 warranty time had now expired and the case was closed.

I called customer care and was instructed to allow more time to let my wife and my body to adjust to the bed. Also, I was told to try rotating it or flipping the bed over because I complained that the bed was not firm and causing one side to sink in.

I placed a call to precise mattress inspection. The earliest appointment they had for an inspection was Nov. 22 so I scheduled it. Since it was going to be over two weeks for an assessment, I took the advice of the representative and rotated the bed.

The past couple weeks I had to sleep towards the edge away from my wife so that my weight would not make her sink towards the center. This was not acceptable, so my brother-in-law helped me flip the mattress over to the firmer side.

Rick, from Precise Mattress came to my residence to inspect the bed and found it to have a depression 1inch and a quarter depth. He asked why it was flipped over so I explained and he said that he understood. He noticed the depression instantly and did not require the bed to be flipped back. He felt comfortable not flipping it back because since it's only been less than 6 weeks of purchase he already measured the depression to be 1-inch and a quarter. This helped me confirm that this purchase was defective.

We received a letter from Sit 'n Sleep Customer Service Department. It simply stated that impressions are within the tolerance of the manufacturing guidelines for this model, which is 1-inch and a half.

Around 7:30 pm, Salaia told me that she will send an email regarding the impression on my mattress and that someone would get back to me by Monday. She agreed that using the mattress for less than 2 months should not be left unresolved and that I would be contacted by Monday, Dec. 5th.

I was not contacted on Dec. 5th so I spoke to Angie, Supervisor between 9:30 am and 9:40am to follow up with my complaint. After she answered the phone with the greeting, "Hi my name is Angie, how may I provide you with excellent customer service?" I explained my situation and asked her to pull up my account. Her only reply was that an inch and a quarter is not considered a defect.

She provided no help and only reiterated that no manager/supervisor is going to overturn a manufacturers decision. All I received was that it was my fault for flipping the bed over, after I was instructed to do so. She provided no alternative solution and that does not seem like to me that is excellent customer service. With an attitude, all she kept telling me was that the manufacturer denied our complaint twice. Basically, after less than 2 months use, she indirectly blamed us for using the bed incorrectly. This representative was not helpful and only upset me making me feel that Sit 'n Sleep is not a good company and that I should have this situation reported.

I spoke to Linda between 9:43am to about 9:50am. I explained that after the date of the delivery, October 11, 2011, in within a month time we were feeling discomfort. The only response was that she will have to research because she did not receive any information about my situation and was not aware of what was going on. She informed me that they authorize Sit 'n Sleep to schedule their own inspections and that she had to go over with the representative from Sit 'n Sleep. Linda called back at 9:59 am and basically said that it was not their fault because I chose to flip the bed over and have my wife sleep on the firmer side to reduce her back pains. I am disappointed that she only spent 9 minutes to research my complaint, which shows her professional concern for our well being, especially since we spent over $3,000.00 for their mattress and base!

At 11:10 am, Eddie explained that he spoke with Aireloom to see if they will retrieve the mattress and rebuild it at the factory. It was noted that Aireloom would not be able to do anything until the first of the New Year (Jan. 2012). This is not acceptable.

We called after receiving the denial letter, which didn't say much, and we're treated in a rude and unpleasant manner. This matter needs to be addressed a.s.a.p., not what just gets you out of the warranty but the issue you failed to respond to that would call for replacement of the mattress and is listed in the report. I would also like a copy of the report that you refused to supply us after receiving the denial letter dated August 12,2011, order **, a copy with my signature that I signed on the day of the inspection. Please address every reason why, in detail.

The mattress is bad enough that a good nights sleep is impossible, but not bad enough by their standards to replace it and you must wait another year for an inspection. Each time we paid extra to get a better bed, although we were assured what we were purchasing was one of the best. The current one has a twenty year warranty. If it is bad by their standards, the standards are always just a little more than what is comfortable.

I would prefer to have my old bed back! At least, it didn't sag so bad that you roll to the two low spots in the middle of the night. It is not like my wife and I are huge people either! What it boils down to is an over priced, inferior product and the hope you go away before it is bad enough, by their standards, to replace it!

I immediately called Jennifer ** (salesperson who said she was the manager when I called) at the Sit 'n Sleep in Tarzana who I originally dealt with and asked her what was going on. She told me their policy had changed and that she was sure she had told me that and that she had also written it on the receipt (interest due monthly on the receipt). I immediately pulled the receipt, got in the car, drove there and showed it to her along with my friend who was with me when I purchased the bed. Ms. ** was very arrogant and told me she was 100% sure she told me that and wrote it. I told her that I was 200% sure that she had not and showed her the receipt that had no check marks anywhere on it. She refused to do anything about making the interest payments, did not apologize and let us leave the store.

I then wrote to Larry Miller, the CEO of Sit 'n Sleep regarding the treatment at their Tarzana store and never even received a letter of apology or explanation or anything about my dissatisfaction. I would sleep in the street before I ever bought another item from that store. I would give up all friendships if I ever referred that business to anyone at all. Incidentally, I live one and a half mile from Living Spaces where I should have purchased the bed as they, Ortho, the Mattress Superstore, and others do offer the policy that I wanted.

We then changed to another style from Kingsdown #600. In a few days time, we were completely unhappy. It sunk in; we had severe back pain. It was hard with a hump in the center and soft on the sides. A piece of junk not worth $10.

We asked to replace with another brand. We did not trust the Kingsdown product they had recommended. Sit 'n Sleep would not accommodate an exchange with another product. They only wanted to replace with Kingsdown. Their loyalty is to Kingsdown, not to their paying customers. They were unprofessional, unavailable, and were rude to work with. Also, they did not respond to our calls or letters. They would only consider a return for another product, if we paid 20% re-stocking fee. Stay far away from both Sit 'n Sleep and Kingsdown. They are one and then same. Just awful!

Twenty some days after sleeping on the mattress, we noticed it was not even and the aches and pains were starting. S&S sent out an inspector who found hard spots on the second mattress. S&S delivered a third mattress. We received new paperwork and discovered that they did not put any info about the inspector's report. S&S said the mattress was okay. We slept on the 3rd mattress for less than 30 days and began having shoulder and back pains.

We went to the store and they said we can only exchange the mattress for equal or greater value plus $500 (five hundred dollars) re-stocking fee. We put our trust in S&S employees, the owner Larry Miller, and their state-of-the-art pressure point machine. All we want is a good night sleep and for Sit and Sleep to be fair. Customer service reps are no help. They read from a script and tell you that it is company policy to exchange and pay an additional $500.

I received a letter from Sit 'n Sleep denying the warranty, stating "no manufacturing defects associated with this set". In the letter, I was offered a $205 discount to buy another mattress from them. Why in my right mind would I want to buy a mattress from Sit 'n Sleep again? I called Sit 'n Sleep today, 7/27/09, at their main office in 14300 S Main St. Gardena, CA 90248 310/6086838 and left a message for them to call me back. Something has to be done about Sit 'n Sleep. I know a lady who bought a mattress from them and has the same problems with her mattress.

I just can't stand when people get pissed off and rant. It's easy for people to start pointing fingers but you got to realize even though our culture says the customer is always right, sometimes they aren't.

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

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

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

On 11/12 I called Sit n Sleep and asked to speak to an executive. The operator transferred me to Angie Esteves, Customer Service Supervisors voicemail at ext. 1214, but no returned call.

On 11/13 I called Sit n Sleep and ask to speak to Angie Esteves Manager. The operator then transferred me to Robert, Customer Service Managers voicemail, but no returned call.

On 11/14 Shannon Siaoci calls me regarding my claim. Shannon said there is nothing Sit n Sleep can do in regards to the warranty. However, I can purchase a second mattress at a discounted employee price. I told Shannon that Im not going to pay for a second mattress let alone purchase anything from Sit n Sleep again and to please transfer me to a corporate executive. Shannon then transfers me to Angie Esteves, Customer Service Manager. Angie stated that the discount price is all they can offer me. I then asked to talk to Robert, Customer Service Manager, but she said that he was in and out of the office and would be difficult for him to get back to me. I then insisted. Angie then transferred me to Roberts voicemail and left him a second message.

As of today 11/14 I have no resolution to this matter.