Complain about a product or service

Sleepy's

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

Bryan of Herndon VA (10/11/08)
SLEEPYS TEMPURPEDIC BAIT AND SWITCH -- I went to Sleepys, after much research concerning a Tempur-pedic bed, because they advertised a full refund if returned within 90 days. So my girlfriend and I went to the Sterling, VA Sleepys and decided on a 5,000 Allura bed we wanted a lot of money but I had just had back surgery and was really looking for something that would help with the constant pain. We asked the salesperson and then also Mike, the regional manger, who was there that day what the exact terms of the return policy was.

First they tried to get me to sign off on Sleepys comfort exchange return policy. This is nothing more than being able to exchange a bed for a more expensive bedNOT a return. So I continued to ask and finally got an affirmation that there was a 90 day return policy for Tempur-pedic beds. I asked what was involved in this and was told that everything would be credited if returned and again I asked both of them point blank if the entire bill would be credited and they assured me that it would. Well they lied.

After 40 days when I had determined the bed was actually worse for me than a traditional mattress I returned it. The rep on the phone informed me that the mattress pad (100), Frame (100), and three Tempur-pedic pillows (800) that they had thrown in? to sweeten the deal would not be allowed to be returned because they were used and I was responsible for them. That is 1000 worth of worthless accessories I had to pay for that you can find much cheaper elsewhere and the pillows were more uncomfortable than the bed.

I then spent the next two week getting the run around trying to get a pick up time for the bed speaking to at least 5 different people. I even spoke with the East Coast manager who asked me if I had seen the small print on one of the receipts I told her that it didnt matter that her employees lied to my face when I asked if everything would be credited. She said she would call the store and see if they could reduce the rates of the pillows somehow?. Well they did not and she did not return my phone call after that. I bought a pillow at Bed Bath and Beyond and determined I did not like it and retuned it three weeks later how does a company not accept returns? I cannot tell you how disgusted I am with Sleepys from the lowest delivery person to the president. When they delivered the bed the two delivery guys didnt even attach the center strut to the frame and the first three nights the bed sunk in the middle so much we could not sleep in it.

Do not buy a bed from Sleepys and if you do make sure you only get the mattress buy the frame and pillows and mattress cover from someone else who will accept returns.

Sandra of New York, NY September 29, 2008

Sandra of New York NY (09/29/08)
I was advised by my mother not to purchase a mattress from sleepy's despite the discounted price that I was quoted that enticed me. She had read many of the consumer reports and was disgusted by how they treat their customers. I am a student who recently moved to Manhattan and price was the drawing factor for me.

I nervously chose to purchase the mattress and waited for it to be delivered. It did not arrive in the scheduled 4 hour block of time. I contacted the store manager Karl, who along with Marty gave me a great price and assured me that it would arrive shortly and that he would contact the driver. The mattress finally came about an hour and a half after the scheduled time. Karl offered to refund the 89.99 delivery charge and I chose to cancel the headboard due to space limitation and price consciousness - no questions asked. The money was then credited back to my credit card.

Overall, my experience with Sleepy's was a positive one. I didn't break the bank, I felt like a valued customer, and I am enjoying my mattress. I empathize with all the aformetioned negative experiences with the comapny and I did want to mention that mine was a positive one.

Nancy of Brooklyn, NY September 28, 2008

Nancy of Brooklyn NY (09/28/08)
I purchased a mattress set from Sleepy's in June of 2001. The mattress carried a 10 year warranty. On 9/26,2008 I noticed a spring poking out from the side of the mattress. I called customer service and was told that they could not exchange my mattress because it was no longer available but I could go to any Sleepy's and pick out another one of comparable price. I was told that I would be credited 681 dollars.

We went to the Sleepy's of Kings Highway and Coney Island In Brooklyn. They showed us a mattress but it was not comparable to the one we had so we looked at other mattress and found one we liked. It was 120 more but we figured at least we would have a decent mattress. When we went to purchase the mattress and asked about the warranty, we were told that if we did not buy the box spring that went with the mattress, that the warranty would be void. The manager (Robin) called customer service and spoke to someone (Maria) in the exchange Department and verified what th manager had told us.

So we purchased the box spring and mattress. When we purchased the set we were told that we would only be credited for the cost of the mattress determined by them minus the sales tax we paid. So much for honoring the warranty and treating customers fairly. The mattress price included the sales tax. When I asked for an explanation none was given. I was told That's the way it is.

We were not financially prepared to spend 500 on a bed that was suppose to be under warranty. Since we did not have the cash we had to incur more debt by putting it on our charge card which is already carrying a high balance.( paying for school) My husband and I are working hard at reducing our debt and staying within a budget. This has put an unexpected strain on our finances.

John of Plainvill, MA September 27, 2008

John of Plainvill MA (09/27/08)
They sell USED mattresses. Their backroom is full of mattresses that have been returned or taken back from customers. They claim all those mattressess come off the sales floor or discontinued when in fact the majority are defective. The mattresses get a quick clean-up and are wrapped and taped then are resold. Those mattresses have been slept on.

There is no telling what condition they are in. Who wants to sleep on a used desease ridden mattress? All there clearance centers have used mattresses with NO WARRANTIES. Buyer beware.

John of Exton, PA September 24, 2008

John of Exton PA (09/24/08)
When I walked in to the store I just went in to look at the prices. But i was quickly hounded to buy a mattress after 30 min of arguing that I could not afford the mat he advise me that i was getting a deal. I paying 1600 for a mat is not cheap. anyway he said the delivery was between 9am-1pm. The guys showed up around 7am I barely had anytime to clear my room I told them wait a couple of min and they refused said they had a lot of more stops and came her only becuase it was on the way and will come back at the end of the day like a round 4pm.

they were nice and helped me clear out the room of the boxes and the old bed. After they finshed the setup the mat was in a wierd shape it was not saging but had humps. When I looked at my invoce to make sure it was the one I purchased. They did match but did not looked at all as the one I saw in the store. The men told me give it some time to settle so I did. I came home that night exited to get some sleep but It still had the humps I called the salesman the next day and was toldwhy did i sign off I should of refused. He was no help so I called customer service and said they could send one out the next day between 3-7pm. the men got to my house by 8pm and the mat I recived has the same problem and after many calls and hours of waitng there service department did nothing no help and said I will get a call back form a distric manager.

In the end I did get a call but was told now I nedded to pay 300 for a comfort exchange and pick out another mat. Are they crazy or just dont care about there customers. Now im stuck and dont know what to do still waiting for yet another phone call. While I lose hours of time and No sleep from Sleepy's. I cant stand the place and will never recommend anyone to there stores.

Ray of Pitman, NJ September 22, 2008

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |

Terms of Use Your use of this site constitutes acceptance of the Terms of Use

Advertisements on this site are placed and controlled by outside advertising networks. ConsumerAffairs.com does not evaluate or endorse the products and services advertised. See the FAQ for more information.

Company Response Welcome If complaints about your company appear on our site, we welcome your response. Please see the Response Form for more information.

For more information, see the FAQ and privacy policy. The information on this Web site is general in nature and is not intended as a substitute for competent legal advice.  ConsumerAffairs.com Inc. makes no representation as to the accuracy of the information herein provided and assumes no liability for any damages or loss arising from the use thereof. 

Copyright © 2003-2009 ConsumerAffairs.com Inc.  All Rights Reserved.    The contents of this site may not be republished, reprinted, rewritten or recirculated without written permission.