Complain about a product or service

Sleepy's

Sleepy's
• Consumer Complaints
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• Inside the "Mattress Mafia"

Geoia of New Paltz, NY September 17, 2009

We purchased a King Size Sealy Postupedic mattress set, sheets, and a mattress pad, because if we did not use their mattress pad, it would not be warrantied. Total Cost:2,344.43. When we went home we discovered that we were overcharged by 60.00. We were refused a refund but offered the "better" mattress pad. We were given no other choice. The Mattress set was delivered and after I returned home and began to put my own sheets on the bed,I began to have an allergic reaction to the point of wheezing. I suspect by the smell, it was mold. I realized there was an odour emanating from the mattress. It smelled like mildew. We left it uncovered and the windows open the first night to air it out. We are unable to sleep on it, I am unable to sleep in the room. I called and asked for another mattress. They said they would deliver another, in the interim we noticed that the bed sagged in the middle. Now having two strikes against this mattress, we requested a change in mattress to be delivered.A flat NO was given to us as an answer and that if we did want another we would have to pay an additional 400.00 and buy a mattress of equal of greater amount. I asked them why if they were taking away the smelling mattress for the same mattress why they could not replace it with another because clearly there was something wrong with this one and I did not want to take the chance that all of this brand of mattress had the same issues. I then asked for a refund of my money.I was then told that they could not do that. That no matter what there are no refunds. When we signe the contract it is electronic, in that way you do not see the circuitous routing of the customer only to reach the same "DEAD END"

Patricia of Alexandria, VA September 17, 2009

On 30 August I ordered 2 sets of split box springs for my 2 queen beds. Sarah, the store rep, told me that all of the Sleepy's computers were down because of the "huge sale - the biggest sales date of the year" and the sheer volume of transactions. She assured me that she would be able to order them for me and would call me that evening. At 9pm that night she called me and told me that she was able to get me both sets of the split box springs for a "great deal" and the price, to include delivery, would be 519.97. She told me that I needed to pay for them via credit card, since this was a phone sale. I asked her why I couldn't pay with a check when they were delivered, but she claimed that option was only available to "store sales". So I gave her my credit card number, and she assured me that the box springs would be delivered on the 1st of September, between the hours of 8am and 9pm. I took the day off of work, and waited at my home for the delivery. I got a call at about noon from the delivery guys - they said they'd be there in about 30 minutes. I was really happy. The delivery guys showed up and brought in the first set of box springs. They were the wrong size - they had brought King-sized box springs. I told them that was wrong - I had ordered 2 sets of queen split box springs. They called the warehouse, and I spoke to a "supervisor", who told me it was a mistake and that they would deliver the correct order the following day. I was upset, but agreed to take another day off of work to await the delivery.

On the 2nd of September, they called me in the afternoon and said they were on their way. They showed up (same crew as the day before). They brought in the box springs, and they fit the bed perfectly. So far, so good. They asked me to sign the delivery form, and I said - well, where is the other set of box springs? They told me there was only 1 set and that is all I had ordered. I demanded to speak to their supervisor - they told me that wasn't possible. Eventually, I was able to speak to someone from their local office (allegedly). She told me I had only ordered 1 set - a king set. I reiterated, that I had ordered 2 sets for 2 queen beds, and that is what I had been charged. She said I had been charged for 1 king box spring. I told her I wanted a refund and I would get my box springs elsewhere. She told me that the cost of a king box spring and the cost of a queen box spring was the same cost - 519.97. I explained to her that I had been sold split box springs for 2 queen beds for @204.99 per set as part of their "great sale". She finally agreed to deliver the other set on Friday, Sep 4th. I took yet another day off to await the delivery. They never showed up. When I called the company, they told me they had no idea what I was talking about - they had already delivered everything I was going to get. We ended up buying the same split box springs from Matress Discounters for 280. I want my money back for the second set of box springs, and I would like them to reimburse me for the 3 days of work I missed. At 64.87 an hour, it cost me 1556.88 in lost wages due to their incompetence.

lori of ronkonkoma, NY September 12, 2009

I feel that I was victimized by sleepys mattress store. I purchased a laura ashley bed in july of 09. I got a great deal because I was told they were over stocked and the new model just came in. So the bed I purchased was on the floor for a very short time. I had to go pick it up at another location.I believe it was a patchauge store. My husband went around 845pm and the worker in the store met him around the side and threw it in the truck.

The next morning the mattress and box spring were in my livingroom on the floor and I noticed a rip in the plastic around the bedding and as I got closer I see the box spring is ripped also. I quickly called the store and the same guy from the night before said he would have the salesman call me. He did and he said it probably happened when they pushed it across the floor. He assured me it was nothing more and I was told to buy material tape and it would be fine. He also reminded me that I purchased a cover and that I had a warranty so if anything should get worse they would replace it...boy was I fooled.

We set up my daughters room and it looked beautiful and as a couple of weeks go buy we realized something is wrong. My daughter keeps getting bites on her arms and legs and we thought mosquito or spider bites and that weekend my daughter goes to work and speaks to a coworker and shows her all the bites and she replies I dont want to scare you but I think those are bed bug bites. did we freak!

its now labor day weekend and we have to wait till tuesday to take her to the doctor. In the mean time I strip the bed and notice black stuff almost like dirt in the creases and I clean the bed and all the linnen. By tuesday my daughter calls me from work to tell me she thins she has more bites. I quickly made the doctor app. well we go and the first question that we were asked is did you by any type of bedding recently and of course we said yes and boom! the bomb dropped. We were told my daughter had bed bug bites.

I immediately went to sleepys and told them what had happen and showed them my daughters arms and doctor papers and was told we dont have bed bugs and never did and that there is no way this came from their bed. I immediately said please dont take this personel what if it was just a freak thing that just happened and at that point was put on the phone with a supervisor and unfortuately got the same reaction but was told someone would get back to me by the end of the next bussiness day and I responded by telling them I am not waiting to hear from them. The bed and bedding will be out of my house as soon as I get home."did not get a reaction"

well the next day I finally got a call from k. kennedy whom works for the president of sleepys. The phone call went terribly wrong. She automatically said this was my fault and there is no way this could of possibley come from one of her ware houses and was also reminded that I accepted the mattress with a rip so I basicly gave them a home to live in. I was so taken back at the way she spoke to me and I even said to her stop taking this so personel all I expected was Im sorry this never happen before nor will this ever happen again and what can we do to fix this. Her reply was why should I apologize for something I didnt do that I am basicly responsable for this. Then she went on to say for an additional fee they will try to locate another mattress and box spring.

I was so upset. I have never dealt with anyone like this before in my life. At that point I saw we were getting no where so I decided to end the conversaton. So here we are today...my daughter has no room. We had to have the house exterminated so I spent another 600.00 plus. We saw the bugs come out of the mattress while it is outside talk about getting sick to your stomach. The funny thing is they say there is no bed bugs in their beds yet they wont take it back. so now im still paying off a bed that is outside my house getting my daughters clothes cleaned and She is still petrified to go in her room.

All of us were affected by this. even my little boy who is 11yrs. We are so traumatized by this that I dont even know where to buy a mattress. Its funny too because all I heard is this never ever happen to anyone before and I come to this site and see all the other stories. All I can say is how can a big company like this not even care about his consumers. I just want all of us to get through this...and as far as the owner of this company. I hope you can sleep tight and dont let the bed bugs bite....

Michelle of New York, NY September 10, 2009

I bought a Sealy-Posturepedic Hopi House full-sized, firm mattress for 374.99 on 9/1/09. It was delivered the next day because it was in stock and I paid cash. After two days I noticed the sagging in the middle, which got worse by the third day. I called Sleepy's and was told "its a comfort issue" and their 21-day comfort exchange policy would cost 249.00 plus 89 redelivery charge.

I want my money back, not an exchange. If this is a "comfort issue" why can't I get my money back? This mattress is inadequate, to say the least. My previous mattress was from Macy's and it was 20 years before I had any problem! If I had used a credit card, the company would be going after them. They already know what to expect when they see a Sleepy's charge.

Joseph of Forked River, NJ September 4, 2009

On September 2, 2009 I contacted Sleepy's in regards to a mattress. I dealt with a representative that was very knowledgeable. I placed an order and was told that I would have delivery on September 3, 2009 between the hours of 1pm and 5pm. Approximately 1 hour later I received a call from the delivery department confirming all the delivery date and time.

On September 3, 2009 at 5:30pm I called Sleepy's to find out where my order was and was told that the driver attempted to contact me and not being able to would try and set another delivery time. Which is untrue as I never left my house for 1 minute the entire day assuming that sometimes they get cancelations and I might get an earlier call? Then I was told that they would have the driver come back between the hours of 6:30pm and 7:00pm on same day (Sept.3, 2009).

At 7:45pm I again called Sleepy's to ask where the delivery was and they said they would check and let me know, after being on hold for more then 20 minutes I hung up called again was transferred to who knows where and after listening to the advertisements I hung up after another 10 minutes. I called back asked to talk to a supervisor which is next to impossible and again left on hold till I finally hung up.

I called the sales department to cancel my order as they were the only ones who answer the phones and I finally talked to a supervisor in that department. I explained the situation and told him I was canceling the order. He told me I would have to call the delivery department and I told him I gave up on that and I was leaving it to him to cancel my order and I wanted to put in a presidential complaint and he acted like wow can you do that. With that I hung up.

Lo and behold approximately not 10 minutes later I received a call from a supervisor in the executive offices. He said he looked at my account and was willing to get the driver to deliver between 8:30pm and 9:30pm that same night. I told him next it will be 12 midnight and that at this point I was not interested anymore in his products. He wanted to know what he could do to keep me as a customer after all the things I told him he attempted to do what I considered trying to buy me off by offering discounts.

He asked me what else he could do for me and I explained I would like to talk to someone who could change policies such as being able to contact a supervisor and not be left on hold for a total of approximately 30 min total, and to correct delivery personnel and not have them lie to customers. He responded well wish I could but the upper management does not call back customers. I responded very nice and dependable company. With that I hung up telling him I would never deal or recommend his company to anyone.

Ryan of Bronx, NY September 2, 2009

Last August, my fiancee and I bought a Kingsdown Queen Mattress and Boxspring from Sleepy's in the Cross County Shopping. It was the first mattress that she and I had ever purchased. We went to sleepy's because of their cute advertising and great deals. The mattress set we bought cost over 900.00. We never received a Warranty Booklet from Eric our Sleepy's Associate nor were we told that the Warranty for that particular mattress required a bed frame with a a center support beam. Had we been given our warranty or been told by Eric about the warranty requirements, we would have purchased the appropriate bed frame. Fast forward to less than a year later and the mattress is sagging.

According to the report the mattress inspector who Sleepy's sent to our apartment filed (to Sleepy's warranty services department), the bed has deepest impressions of 1 inch deep. The warranty says it must be an 1 and half or more to qualify for an exchange. That 1 inch impression measurement by the way, is without any weight on it. Certainly not the weight of two grown adults. So yesterday the letter from Sleepy's Warranty Services I just received claims the following: "Your frame is not up to the manufacturer's support standards as stated in your warranty booklet and therefore, pursuant to manufacturer's warranty, you are ineligible for a warranty exchange at this time."

This mattress, with a supposed 10 year warranty that I was never given or even told about for that matter, should not be sagging and have impressions of even 1 inch after less than a year. I wake up with severe back pain every morning because of this mattress. I am also out 900.00. I never want to do business with Sleepy's again. I don't even want an even exchange with them. They did not honor me with the right information and they are clearly in the wrong. I called them and I was transferred to voicemail. I am so angry and bitter about this that I have begun to tell all my friends and family never to buy a mattress with Sleepy's. And I will continue to do so here on this site and everywhere on the web.

Dan of Bayside, NY August 24, 2009

Purchased expensive mattress and box spring (1800 queen sized Simmons Beautyrest Balthazar). Bed gave me occasional back issues (I'm a very active male with no back problem history what so ever). I would wake up w/a very tight back and unable to move till later in the day. When my fiance started spending the night, things got way worse. In order to alleviate the issue, we put the mattress on the floor - hoping to have a firm foundation (as the box spring was crap). That didnt make much difference. The bed sags severely when we're both in it. So badly, that I have to fight from rolling towards her. No wonder there is back pain. I contacted sleepy's who would only refer me to the manufacture's warranty. In other words - thanks for the money.

Catherine of Galena, MD August 20, 2009

purchased Kinsgdown mattress 6/22/09. Unfortunately, I had to have more back surgery. The 21 days were almost gone by the time I got to try out the mattress. I tried it for 2 weeks and realized I needed a firmer mattress. The company said no. I spent 1899.98 with Sleepy's and they refuse to listen to my problem. The merchandise is paid for. "Richie" was adamant about buying on credit. I felt pressured.

I can't afford to spend anymore money on a mattress.I am unable to sleep on this mattress.The mattress has never been touched because I placed a bedliner (purchased from Sleepy's) on it the day it was delivered. I've had multiple back surgeries and now I can't sleep on this mattress.

Stephanie of Egg Harbor City, NJ August 18, 2009

I moved into my apartment Feb. of 08. After I was in my apartment for a year, I finally purchased a mattress. Shortly after the mattress was purchased I started noticing itchy bumps appearing on my skin. I had no clue that bed bugs might have been playing a part in this. I tried keeping all of my cleaning products to certain brands just in case I was having an allergic reaction to some. I tried going out and purchasing sheets made of different material as well. I also thought that it might have beebn hives as a result of a virus.

Up until recently I had no clue what was going on. One night I felt something crawling on my back and when I smacked it off, because it was dark I thought it was a tick so I flushed it. The night after that I jumped out of my sleep to be looking directly at another bug just like the first that resembled a tick. The next morning my boyfriend and I pulled the sheets back on my bed to discover we had bed bugs. This whole time they were biting us and we had no clue.

I notified my landlord to get treatment. Then I realized that this all did not start happening until after I purchased a mattress and box spring from Sleepys. I called Sleepy's, the branch I purchased the mattress from and he advised me to call 1800 sleepys. I contacted them and a bed bug claim was opened and I was told I would be contacted the following day, which was 8/18/09. I was contacted and spoke with a supervisor. She stated that since I had no warranty on my mattress, they could only offer me a special rate if I purchased another one. Why would I do that? I explained that I did not want to purchase anything, I just wanted my mattress and boxspring replaced because the problem did not arise until I purchased from Sleepys. She insisted that there was nothing else they could do for me. So now I am left with a bed full of bugs and 600.00 down the drain.

Donna of Spring Lake Heights, NJ August 13, 2009

we purchased 3 bed sets. The King set is defective. After 2 years it is sagged and the pillow top has shifted. We can not sleep properly. Inspection was done and company will not honor the 10 year warrranty due to a stack of books in the center of the head board that is not weight bearing where the mattress and box springs have sagged. The bed is level. Company agrees the bed is level and has more than enough center leg supports and wooden slats to support the mattress set. Since May they will not return phone calls or make good on this mattress. We spent over 2000.0 on this set alone.

We went back to the store of purchase and the new salesman seen the report of inspection and agreed this should not void our warranty, since the books are not in the weight bearing area where the mattress defectively wore. We have 2 huge gullys and toss and turn all night. My husband and I have suffered back pain also. It is 4 months and the company's trouble shooting department says they will get back to us on the matter but they ignore us.

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