Sleep Outfitters Reviews

This information was given to me the next morning after I brought the mattresses back to the store. I was told they couldn't accept anything back at the store that has been in anyone's house and that it has to go back to the warehouse. Even then, I had to be a complete jerk to get them to let me deliver it myself to the warehouse which was 45 minutes further up the road and pay the fuel costs myself.

I do not blame the salesperson who is just trying to make a living off of commission, or even the manager for doing what they are told to do, but I do blame to the company's "Once you buy it, it's yours" policy. I was forced to be a complete jerk to the manager in order to get a full refund less than 20 hours after we purchased the set. I don't like being that way towards other people, especially folks who are just trying to make a living the best way they can. But I had to be. $150 is a lot of money to a family when both parents are going back to college full time.

Original Review: Oct. 30, 2014

We purchased a Queen Udream Elara mattress set earlier this year and it has body impressions, buckle and sags. Upon contacting CS they had an automated voice system leave a message on my cell with my appointment time and not actually confirming that I would be available for the morning. The whole Customer Service experience sucks! I finally get my mattress inspected and the result was the letter stating that the mattress was "unsanitary". There was a small stain(body sweat), No urine or blood stain. I said to the CSR.. Sleeping on the mattress without visible stains, body fluid is ok to return? Why are they taking it back to anywhere anyway? Are they refurbishing these mattress materials? I am not understanding this warranty. And I was told that if I removed the small stain I could call to have someone else come out again....Really.... Well guess what I am going to do just that. See photo of mattress below. No visible fluid or stains. Will update later on results...

I will now pursue my Return at this store and report my experience back to this site and others, Facebook, etc... I hope they stand behind their product and I do not have an experience similar to what some have written. Product failure is undesirable but, understandable sometimes. Customer Service Failure is never understandable or acceptable.

Anyway, I am probably going to small claims court, because Kevin ** keeps sending me messages that don't make any sense. He said that he is sorry. I feel this way. Really! Then so something, he also said that a comparable mattress would be the Karolina and it would be around the same price, so I called Sleep Outfitters and they have never heard of a Karolina mattress. I would never recommend Sleep Outfitters as they go to another mattress warehouse and if you have a problem, there is really no one to talk with. Also, I looked at other complaints and it seems they use the stain excuse a lot(!) and the dips in them seem to be pretty prevalent also.

A few days later, I got a letter in the mail telling me they weren't going to reimburse my $580.00 plus 6% sales tax because of the spot. The spot has nothing to do with the defect in the mattress. Besides that, I had purchased from them a sheet against that from happening. They lied and sold me a defective product and I want my money back. I understand that they have been doing this to other people. I paid cash for this mattress and the foundation. I want it back.

Updated on 09/29/2015

I have already specified about Sleep Outfitters defective Mattress. However, I would like to add a little something else that may be of interest to consumers. As I said, they would not reimburse my money after the mattress caved in after just using it 6 months on each side because it had a spot on it. I also stated that I bought the spot protector from them and that was their fault. They stated that the cover was from another company and they were just promoting it for them. I went to the company that made it and they blamed Sleep outfitters. They blamed each other.

I contacted the BBB and they said there was nothing they could do. Companies like Sleep Outfitters pay the BBB to list with them and in turn the BBB takes care of them, kind of like a union or like the bar association takes care of corrupt lawyers. It's a sham. Only thing the BBB is good for is to tell you not to give out your SSN numbers or credit card numbers or to inform the public of a scam. In essence the BBB is a scam.