Complain about a product or service

Sleepy's

Sleepy's

• Damaged
• Defective
• Wrong
• Delivery problems
• Lowest price promise
--
• Sleepy's Pays $750,000 to Settle NJ Charges
• NJ Sues Sleepy's
• Inside the Mattress Mafia

Maybe Sleepy's needs to wake up. The chain spends big bucks on hard-sell advertising to get customers in the door but doesn't do much to make them come back to do anything other than complain. A lawsuit by the New Jersey Attorney General doesn't do much for the chain's image, either.

Here's what the company suggests:

My name is Melissa and I am a Customer Relations Representative at Sleepy's Inc. It has been brought to our attention that you filed a complaint online and we would like to offer assistance to you. I understand this is a public website and ask that you contact me directly at customerrelations@sleepys.com and provide your account information so we may further address your situation.

We look forward to hearing from you, so we may expedite resolution to your situation.

What Can You Do?

If you have problems similar to recounted here, the first step is to write a factual letter to Sleepy's, outlining the specific problem and the steps you have taken to resolve it. Leave out the name-calling; be firm but polite. Then, propose a fair solution and set a deadline of 30 days, after which you say you will take other action.

Send the letter via certified mail, return receipt requested. Keep a copy of the letter, the receipt that proves Sleepy's received it and copies of all your invoices, credit card slips, etc.

If Sleepy's does not respond and resolve the problem, you can try any of the following:

• File a ConsumerAffairs.Com complaint. Companies hate seeing complaints on our site and will often try to resolve them. Also, complaints filed with us are reviewed by class action attorneys for possible legal action.
• File a complaint with your state, county or city Consumer Affairs Division. You can find them in our Consumer Resource Directory.
• Sue Sleepy's in Small Claims Court. This isn't as drastic as it sounds. It is inexpensive and you don't need a lawyer.
• Ask your attorney to handle it. This is the most expensive option but if you value your time highly and can afford it, it may be the quickest and most effortless.

A few of the more recent complaints ...

Roseann of Brooklyn, NY July 2, 2009

The Twin mattress and boxspring did not hold up after only seven months of use. The technician came into the home and examined the set and I was issued a full cred for the purchase price however, I must pay an additional delivery charge of 89.00 for the exchange. I told them this is not fair since I already paid for delivery and am unemployed. They stated that is the policy of the store and the manufacturers guarantee is only good for the merchandise and not the delivery.

I paid 901.00 for a twin set and feel this is not equitable to the consumer. Please assist me in this matter, the bed is lumpy and uncomfortable for an 89 year old woman who is not heavy but frail and needs a comfortable bed.

Judith of Milford, CT June 30, 2009

I purchased a Mattress and Boxspring from Sleepys on March 25, 2009. Within after receiving the mattress the center of the mattress began sinking and I could actaully feel the springs in certain areas under my back. I called a representative at Sleepys to report the problem. They sent out a representative about two weeks ago. I receieved a letter in the mail yesterday, stateing that the merchandise was "Not up to manurfaturer standards." They stated they were crediting me with 616.99. They will not remove the old bed, and I am responsible for shipping charges totalling over 180.00. I was given 14 days of the "date listed above" Otherwise I forfiet the credit. Please advise.

Aviva of brooklyn, NY June 29, 2009

i have purchased a new mattress from Sleepy's in November 2008.I have noticed that my new mattress appeared higher on one side bur attributed it to the uneven construction of the house.my husband and I were not enjoying restful sleep at night but I tried to convince him that it take time to get used to a new mattress.I was convinced that a big company like Sleep's wouldn't jeopardize their reputation by selling bad mattresses.in the past six month my husband and I have developed serious back and neck pain. as soon as we lay down in bed the mattress prolapses, pulling us into the center. Our mattress does not provide proper support to the back, it is uneven(one side higher than other, it prolapses in the center).we forgot what it means to sleep restfully. we try exercising, physical therapy,but nothing works, because as soon as we lay down the mattress "breaks" our backs.

In April i have called the store were the mattress was ordered. the store manager suggested calling customer service. as a result an inspector was sent to my house to inspect the problem. in her written conclusion which Sleepy's mailed to me , she suggested that the spring box was defective. in few days i was contacted by Sleepy's to arrange a delivery of a "good" spring box. No one mentioned anything about charges. and although i am absolutely sure now that our problems and back injuries are because a defect in the mattress, i agreed to try solving the problem by switching "bad" spring box for a "good".

Upon scheduled delivery the worker presented me a bill for 90 dollars delivery charge. I said that I've already paid delivery, and it is not my fault the item that was given to me is damaged. the worker called his headquarters and was given instructions not to deliver the merchandise. This story is very painful to me. i was looking forward to enjoy a good mattress .Not only my husband and I ended up with back injuries because of the defective mattress, but Sleepy's are conducting their bussiness in a irresponsible , unetical manner. I am looking for a fare solution. I paid "big Bucks" for this mattress. someone either Sleepy's or manufacturer must carry responsibility for a defective product. I want either my money back or a proper mattress.

Carlos of DISTRICT HEIGHTS, MD June 28, 2009

Was interested in buying a back and gettting a statement to submit to Work's Compensation Insurance for approval. After selecting the bed I was told that I needed to put 50 down to hold the bed even though I have not turned it in to the insurance company.

I did not understand how they can charge me 50 to hold a bed that has not been submitted for approval yet. I told Richard I didn't have that amount of money right now and he said he could try and work out another deal with the store manager. He said that the 50 was to insure him of getting credit for the sale. I feel this was bad business practics.

James of Newark, DE June 9, 2009

We purchased a mattress from Sleepy's on May 25, 2009 and were dissatisfied due to the fact that the mattress was not what Sleepy's claimed it to be. It is a Dormia PostureTemp Memory Foam mattress that was supposed to alleviate back pain which both my spouse and I suffer from based on a disc problem for myself and my wife's pregnancy.

We contacted Sleepy's to exchange the item for another and we tried to abide by Sleepy's "Comfort Exchange Policy". They quoted us a reasonable price which they did not hold to. When it came down to the final price they wanted to charge us an extra 600 dollars for a mattress that was less expensive than the one we were trying to return.

Sleepy's not only lied about pricing, but they did not provide adequate customer service, or hold to the implied warranty that the product would do as they claimed. We have paid for a mattress that we cannot use therefore we are out 1000.00. My wife and I are both suffering increased back pain due to this new mattress that is supposed to alleviate back pain.

Alba of Bellmawr, NJ June 19, 2009

My husband and I bought a matress 5 years ago with a warantee of 10 years. We never could sleep confortable on it but we keep it because we thought it was just a matter of getting used to it. Then we got at one point that we could not sleep together in the same bed because of the sagginess. I remembered about the warrantee and I called Sleepy's who said the same that to other consumers: if it has stains they can't replace it. Now, my question is, in cases that the matress has no stains at all, what does Sleepy's do with the old mattress? Do they donate it? What is the point to buy a warantee if nobody can get a replacement, they always will have the same excuse. Nobody will have a mattress in perfect conditions about 5 or 6 years of being used.

Xinping of Jersey City, NJ June 4, 2009

I would like to share with all the purchasers of Sleepy's of the results of my bedbug complaint to the Office of Attorney General of NJ. Sleepy's is now require to refund the mattress plus 200 dollars of extermination costs. I originally posted my story on May 18th 2009. Since Sleepy's has settled a charge by the OAG in 2004, they are required by court decree to participate in the arbitration arranged by the OAG.

In my hearing, Mr. Jackson and Ms. Ramos repeated their side of story that I contracted the bedbugs from the previous tenants of the apartment or got it from taking the subway, etc. These charges are ostensibly false. They cited an anonymous University of Kentucky report saying the bedbug can jump from person to person. I cited an AP report saying most of the bedbugs propogate via used furniture. I also pointed out the most likely source is from their delivery truck, or their show room. (I purchased a floor sample).

Ms. Ramos repeated misstated the facts of the case. First, she said there have been no complaints of bedbugs against Sleepy's. Then Mr. Jackson, his collegues in the arbitration representing Sleepy's apologized by saying there are complaints against sleepy's regarding bedbugs. Second, Ms. Ramos stated that Sleepy's does not resell matresses or sell floor samples. I purchased a floor sample and Ms. Ramos should already knew that.

I will report Ms. Ramos for lying under the oath during the arbitration hearing. I will encourage everyone here to pursue their case diligently. 1. file a complaint with OAG 2. file a small claim case against them in your locale. It only costs 22 dollars in NJ. You can claim up to 3000 of damages I believe. 752.2 order plus pain and suffering.

Rose of Hackettstown, NJ June 1, 2009

I am 84 years old on a fixed income. I went with my daughter and son to Sleepys in Mt Olive NJ to look for a day bed that could replace a sleeper sofa. I purchased a Kingsdown 200 Blue Matteras with an oak wood day bed. The final price was 1550. After the sale there was no word from the salesman. When the men came to deliver the bed to my apartment they had to bring it up piece at a time. After the frame was assembled The men un wrapped the bed down stairs and brought this hugh matteras up in my living room.

At this point my sone signed the bill of lading and the men went quickly went off. I sat down and said this bed does not fit in this room! It is over sized! I tried to call them back but they were gone. I called customer service and they were very nasty with me and said I was stuck with this bed and it was mine. NO REFUNDS! I called the salesman numerous times and he never returned a call.

My son went to see Andy at the Mansfield NJ store and A regional manager was supposed to contact us but with no success! I have tried every way to reach out to Sleepys that this daybed did not fit in my apartment and I have been stonewalled at every try. Shame on you Sleepys for taking advantage of a senior citizen! Not a place I would do business at again!

Maude of Berlin, NJ June 13, 2009

I purchase a matteress in October. It had a defect in it. I called to have it replaced. No problem. Now it's been 5 weeks later. I called again. It will be delivered in 2 weeks. My problem is I have to pay the delivery charge again. It cost me another 90.00 to have my old/new matteress removed and my "new" one delivered. This is wrong. I live on a fixed income and it is not my fault the first matteress was defected.

Janice of Farmingdale, NY June 12, 2009

Purchased new mattress & box spring and frame in June, 2008. Frame broke twice and was replace. Mattress now has coils sticking out and box spring broke in many places due to faulty frame. Purchase was made of this product for its 10 year warranty.

Contacted Sleepy's for the broken box spring & coils sticking out of mattress. Sleepy's sends inspector to investigate situation. Inspector looked at mattress & box spring and took pictures. Inspector concluded warranty is void due to "stains" on mattress of which there are none.

Customer service of Sleepy's very rude. Sleepy's not trying to make good on their sale. This mattress was damaged due to the frame breaking twice. All I would like now is a new mattress and box spring of the same price that I originally paid.

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