Complain about a product or service

Sleepy's

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

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.

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.

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.

David of Washingon, DC June 9, 2009

On May 30, 2009 I bought a Sleep to Live Mattress from Sleepy's. About a week earlier, I had spoken to the salesman at the Alexandria, Virginia branch. He directed me to the Tempur-pedic brand (the most expensive in the store) and the Kingsdown Sleep-to-Live brand, he showed me no other brands. Beware, the Sleep-to-Live/Kingsdown brand is the biggest profit maker for Sleepy's.

The salesman had me lie on a "Sleep-to-Live" Diagnostic. It had me rated at the lowest posture support level/firmness. Interestingly, later, when I asked the salesman about getting increased firmness, he responded, "only if you plan on gaining 50 lbs."

Since I received delivery of the mattress on May 31st, I've had severe mid-back pain because the lack of support for my spine. It is ironic that this is happening because that is what the premise of the "pressure points" is. I have never had trouble/pain from any sofa or even couch for that matter.

Because of 1) the salesman insistence on this product 2) the scientific imprimatur of the sleep to live diagnostic and 3) the fact that this mattress was causing me physical injury rather than mere annoyance or a subjective preference to get something else, I sought relief from Sleepy's customer service. Sleepy's customer service is the rudest, most non-responsive department I have ever encountered. Moreover, Sleepy's is an unethical and unprofessional organization.

sherri of north wales, PA June 8, 2009

i bought a 3,500 kingsdown mattress 3 years ago and it sunk in on one side. the inspector approved the mattress exchange and the drivers came out to deliver. thats when the problem started... the drivers denied my mattress because 5 minutes before they got to my house, my puppy licked in one of the mattress indents, so because of a wet spot that would be dried in an hour or so, they would not exchange it.

i was on the phone arguing this with customer service because it was absolutely absurd. they demanded it was a 'stain'. after an extended time of arguement, we were able to get another shot at a delivery the next day. they promised me two new drivers to look at it. the next day came, and they sent one of the same drivers out. they looked at it for 1 minute, sat there and spoke 5 minutues in spanish to each other so we wouldnt understand them, then went outside to call "their boss" for the next 15 minutes. their boss called me and told me they were not going to take the mattress because there was a stain or a spot that looked like it was cleaned up, and they couldnt take it. needless to say, we are now taking them to small claims court...

Jean of Demarest, NJ June 5, 2009

I had purchased a Sealy Pinnacle mattress and box spring May 2008 and had to call for an inspection due to material bunching on the mattress top. When I contacted Sleepy's they would only send a bed inspector if I complained of sagging. So I recalled and said my bed was sagging, they sent the inspector, he took photo's and I also made him comment on the inspection report the "bunching effect and made sure that he took pictures of that. Sleepy's sent me the report and declined the sagging defect (which I already knew they would) but did not comment about the ridge that ran from head to foot on the mattress.

I called "Customer Service" 3 different times to get someone to look at the photos for the bunching and not the sagging. They just kept on saying that Sealy did not cover that under their warrenty. I asked that they call Sealy directly, but refused, so I contacted Sealy directly and "bunching" was indeed covered under the warrenty. Sealy asked me to go back once again to Sleepy, which I did,but Sleepy's never responded so I was back on the phone with Sealy. I sent them the bed report and additional photos of the bunching. Sealy approved the mattress only exchange and had Sleepy's contact me by phone saying I had a 2700 exchange credit. My problem is that Sleepy no longer carries this model (Which was very expensive) and since I only got credit to replace the mattress, I am either forced to buy a lesser Sealy mattress to put on the existing box spring in order to not void the new mattress warrenty and use the balance for bed linens. Or buy a new bed set for 2700 and be stuck with an expensive box spring that is of no use.

I have contacted Sealy once again to explain this situation although I have not heard anything back from them and Sleepy's Customer Service is IMPOSSIBLE to deal with. They say I must return to the show room in order to select a replacement and talk with their Reconciliation Department at the store. The whole set cost me 3500, so it was not cheap, and I'm stuck between a rock and a hard place. I know that i have to go back to the showroom, but my experience with the sales managers is worse than my conversations with Customer Service. They just want to force you to buy..they are not qualifed to sell beds, since they usually know NOTHING about them or the warrenties and nearly attack you when you get ready to leave the store without signing anything. I don't think I have met a salesmen that has >1 year experience with them.

They are far worse than used car salesmen! So I will return to the showroom, try to stay clam and get try to get a quality bedset using my 2700 credit (not pay sales tax or a delievery charge) and NEVER EVER WALK BACK INTO A SLEEPY"S SLEEP CENTER EVER AGAIN! Please post this to warn the public that this company does not assist the consumer! All they are interested in is getting your money...Buyer Beware!!! Shop somewhere, anywhere else! I have learned a lesson the hard and expensive way!

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.

Eileen of haworth, NJ June 2, 2009

I purchased a full-size mattress set in 2006 for my son. the mattress is sagging in the middle. Sleepy's says it's because of their faulty box spring & they will not replace the sagging mattress. They will only replace the box spring. When we put the mattress on the floor, the mattress still sags in the middle! My son is having back pain. He needs a new mattress! We paid 857 for a mattress set which we cannot use because it sags in the middle. My 16 year old son has back pain.

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!

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