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 ...

thomas of Keene, NH August 12, 2009

i bought a queen size bed in may of 2009 the springs went in it ,the mattress company has no problem replacing it,sleepys want to charge me ninety dollars for delivery ,i paid thirty dollars in may.i had my girlfriend and her father pick it up that cost me thirty dollars.now sleepys pride them selves on being a great place to buy a bed ,hjow can they do this when they dont back the merchandise .

nedda of Skillman, NJ August 11, 2009

I purchased a King size luxury mattress adn box spring. Within two weeks I called to reprt that I was being bitten all over my body and waking up with large red welts and bites. I todl the manager of the sotre I ws certain there were bedbugs in my mattress. He declared there were never ever any bedbugs with Sleepys mattresses. I have nedured the bites for almost two months now and I most certainly am sleepingin a bed infested with them. My research on the web has revealed bedbugs are a huge problem with Sleepy Matttresses.

Zeida of Washington, DC August 9, 2009

I purchased a full size mattress set. The online advertisement stated a plush mattress and box spring comprised the set. I placed the order by phone with the salesman on 8/7/09. The set was delivered 8/8/09. I had the delivery people set up the set so that I could lay on the mattress and check for comfort. All seemed well. I signed the invoice and they left.

I then began to move the set up against a wall and that's when I noticed that the "boxspring" didn't appear to have any springs. Upon further inspection, I determined that the "boxspring" was made up of a piece of cardboard stapled to a wood frame with a piece of gauzy like material covering the back. I immediately called the salesman who told me that it wasn't a box spring but a foundation for the mattress. When I told him that it should not be advertised as a box spring, he apologized and said they would take care of it in the future.

I called back to tell the salesman that I wanted them to replace the foundation with a real box spring. He transferred me to customer service. After talking to the customer service rep who proceeded to tell me about what the warranty stated and putting me on hold several times, I talked to a supervisor. The supervisor attempted to convince me that these days they weren't making box springs but were using foundations like the one I received. When I insisted that I wanted a box spring as they had advertised, he told me that they could not deliver one to me but I had to come into the store, pick one out, and pay the difference in price. I told him I was not going to do that. He then begin to tell me that we had made a legal transaction. I told him that I would dispute the charges. The call ended shortly thereafter with no resolution.

Stephanie of Lake Hiawatha, NJ July 30, 2009

I purchased a mattress and decided that it was defected. so i decided to use my 1 time return. i asked for a specific mattress and the sales person said they didnt carry anylonger and then he persuaded me to purchased another just as "good or better". never once did he or the prior sales guy from the first mattress tell me that in order for the warrenty to be valid i must purchase or i must at least have a center support frame and a mattress pad. so when i got the new mattress after 2 weeks this foam mattress had the same issue as the first one i purchase, they sink-in in the center.

i made an appointment for someone to come inspect the mattress, the guy said the mattress was definatly defected however due to me not having the proper support the warrenty is null and void. i spent 2000.00 on this mattress i got persuaded into and 2 weeks into it you can not tell me that the mattress was defected due to not having center support frame. i weight 120 lbs. this is not possible. so i got stuck with this 2000.00 mattress that i cant use and had to purchase another one! these people are scam artist! they make sure you are not verbally told whats written in the tiny fine lines. they did NOTHING for me.

TImothy of Quincy, MA July 30, 2009

I purchased a mattress on July 2nd 2009 and then had one donated to me a the day after. I then went back to Sleepy's to get a refund on the mattress I had purchased. They put it though and said it would take up to 10 days for the amount to hit my account which should be around July 13th to July 15th. I have now been back to sleepys about 5 times and inquired over the phone several times since. First that had delayed processing the refund then i spoke to the "manager" who supposedly bypassed customer service on July 23rd to get it though quicker. He said it should hit the account on July 27th at the latest. Now it is July 30th and taken WAY too long, I've had enough waiting. there is no way it should take this long and I need immediate action.

Xinping of Jersey City, NJ July 29, 2009

I just received a check of 200 dollars from Sleepy's. In June 2008, we bought a floor sample from Hoboken's Sleepy's branch. Shortly after, we have red marks all over and found bed bugs from the bed. We called the Customer Service and they ask me to file a "bed bug claim". Obviously they are familiar with this type of complaints. Then our request of refund is denied and I took the case to the OAG of NJ (consumer affairs division). I also did a charge back on my mastercard through my credit card co. Sleepy's immediately started a debt collection on me and harass me with phone calls.

After a year, I finally faced Sleepy's in an phone arbitration hearing with the OAG. I won the case and was give 200 for extermination costs. During the hearing, G. Jackson and Ms. Ramos from Sleepy's repeated gave the arbitrator misleading information. Conclusions: File your case with your state attorney's office and fight with them. You may just win in the end since no one sympathize with sleepy's. I also filed a complaint with the FTC objecting their purchase of 1-800-[number] for antitrust concerns. Also, don't waste your time with BBB since Sleepy's never responds BBB. We will see how it goes.

Lloyd of Hampton Bays, NY July 28, 2009

After spending 3800.00 on my full size kingsdown sleep comfort mattress the sides gave out. It was the most expensive full size bed in the store. Their inspector found the bed to be up to standard, however the sides are cleary collapsed. The salesperson did body impressions of me and my wife when we purchased the bed, and this was the one we purchased. I keep calling their consumer relations dept and they keep blowing me off, not even listening to my side of the story.

Marsha of New York, NY July 25, 2009

I purchased a 1600 queen bed fromthem in March by June it was unbearable to sleep on the set. The bed sagged I brought mattress toppers and pads trying to rectify the situation to no avail. Finally I called Sleepys and scheduled an appt for an Inspector to come out he came confirmed that my bed was sagging I waited a week and called Sleepys Customer Service for an update to my dilemma only to be told I did not have one they informed me that it is normal for he bed to sag and if it was over 1 and 1/2 I could have had a claim!!!!

I immediately asked for a supervisor only to be given the run around to get to one when she came on the line Chikia she refused to provide her last name she claimed she was the Corporate manager and that there was no one higher than her. She reiterated that I was only allowed 2 inspections per year and that I may get the same results.

I asked for a copy of said results to be provided to me so I may have them for my records and to use them when I file suit against Sleepys. I am aware of the body impressions vs sagging and this bed SAGS. Yet according to Tashanna if it sags above 1 and 1/2 inches I may be able to get an exchange. I requested another inspection although I know by their own admission the results shall be the same but I am going to be persistent in aggravating them. This is totally unacceptable and there Customer Service Reps needs a lot more training.

Frederick of Metuchen, NJ July 23, 2009

I purchased a brand new Kingsdown Mattress and bedframe from Sleepy's in 2005. I am a normal sized individual. the support rods underneath the bedframe had worked themselves loose and bent. Now all of the framing (deck) is bent and caused the mattress to have irreversible damage. Due to the frame being defective, the bed now sags over 3" on either side. The "subcontractors" Sleepy's hired took 3 months to get themselves over to my house for an inspection.

A Sleepy's representative named "Sue" 516-844-8800 (Extension 7648) has never returned my call after 7 attempts. She notified me via voicemail that they weren't going to replace the mattress because of a stain. There was in fact no stain. The mattress had a hint of a red tinge on it because of my cotton red sheets but she refuses to return my calls. I am in the process of moving so I cannot afford to deal with such incompetence. I am now formulating a letter which will be sent to Mr. Acker and I will also cc Mr. Hinshaw of Kingsdown to inform them how Sleepy's is tarnishing the Kingsdown brand by selling inferior products.

Johnny of NEW YORK , NY July 19, 2009

Re: “-JOHNNY of NEW YORK, NY July 10, 2009” I am writing to update my warranty process. They delivered a new 400 series blue mattress on July 18, 2009. I was contacted by a customer relations manager (Irina D.) after I posted on this board and others. She indicated that she wanted to help. She asked for more pictures of the mattress and further indicated that she wanted fair resolution to the problem. She was professional and seemed sincerely interested in my problem. I sent her the requested pictures and after examining the photos she promptly arranged delivery of a new mattress set. I paid the delivery fee of 99.00.

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