Complain about a product or service

Sleepy's

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

MARY of BAYONNE, NJ May 28, 2009

Purchased headboard in 2008. The headboard became loose and wobbly. I called Sleepys and made a complaint. They sent a man to check. A week later the company called and told me that I would have to pay for the damage.

Rodney of New London, CT May 27, 2009

I purchased a natures rest latex mattress from Sleepys on 6-22-04. Everything was great,until the mattress started to sag in the middle. We had only had the mattress a little less than five years. We had all the proper supports and mattress protectors that are required to stay in compliance with the warranty which should have covered us for the next 20 years according to Sleepys warranty policy.

I contacted customer support to explain to them the problem we were having with the mattress, and a customer service rep took down my information and told me that she would have an inspector come out to inspect the mattress. Two weeks later the inspector showed up took pictures and stated to us that she would submit her findings to the corporate office. One week later we received a phone call from a customer service rep stating that they would not honor our warranty because we did not have a center support for our set.

I did some research on support systems and discovered that we do in fact have the proper support system for a Queen sized bed that has wooden rails. I am in the process of disputing the inspection that was done. The inspectors findings were that we are not covered by the warranty because we do not have a center support. The inspector was wrong in her findings and I am sending out the proof in the form of pictures that I have taken and also the industry standard illustration of a queen sized bed that utilizes wood rails with a center support. This information that I am sending them should prove we are in compliance with our warranty. I am sending this information to sleepys corporate which we were instructed to do by another customer rep.

Andrew of Springfield, VA May 22, 2009

I bought a Kingsdown King Size Mattress, Box Spring Set, Bedframe and King Mattress Protector-Premium on 1/6/09. The sales person was K. O'Keefe. On Sunday, 5/10/09, my wife washed the premium mattress protector in an extra large washing machine for the first and only time. She used cold water and the gentle washer setting, which actually soaks more than agitates at that setting. She tumble dried the premium mattress protector on the low heat setting until it was dry. When she removed the pad from the dryer we noticed that the lining of the pad had come apart in several places exposing the inner filling.

Having paid 84.95 plus tax for this so called premium pad, which the salesman told us was required in order to maintain the validity of the mattress guarantee, we were shocked to find the pad had come apart in one gentle washing. I do not consider this to be a premium quality pad and believe I was sold a very expensive piece of cheap goods.

Since a mattress pad that cannot be washed without coming apart is of no use, my wife returned it to the store. She was told they couldn't help her; that she must call the customer service 800# for Sleepy's. They would not even allow her to use their showroom phone to do that. That salesman, Mark, was entirely unsympathetic, and unhelpful. He told my wife she was mean-spirited to even suggest that she was unhappy with the product and the subsequent service and would give a negative report to anyone that asked her about Sleepy's. Mark was rude and insulting and took a threatening tone, so my wife decided to leave the store with the situation unresolved.

As she reached the door (quite a distance from Mark's desk, which he never left since my wife entered the store), Mark shouted to my wife that he would entire the information into the computer and request the refund my wife requested. He told her to leave the pad, which she was glad to do since she had no use for this tattered and torn product. He said to give them 3-5 days to resolve the issue and return our money.

On 5/20/09, I called the customer service 800# only to be told that there would be no refund or replacement; that the warranty was expired. While this might be expected, it seems like the worst of customer service and worse. We were sold an item that was packaged, couldn't be examined, and told it was a premium quality product. Had we been able to examine it, we would have immediately seen it was none of the above. It was placed on the bed by the delivery people, and it never occurred to us that the product had been so grossly misrepresented.

We believe that we were cheated by a very slick company and their sales people. We believe it is actually fraudulent to claim that such a worthless and flimsy product is a premium product worth so much money. We will certainly warn anyone we know to never do business with this firm. It seems that we are poorer by 84.95 plus tax. A most unpleasant experience, but perhaps others can be forewarned by our experience.

Xinping of jersey city, NJ May 18, 2009

I bought a store sample mattress from Sleepy's in July 2008. I had almost the same experience as Joseph from Wharton NJ so that is why I am posting this. My email is xinping@gmail.com so I would like to get into touch with all the ones who have suffered bedbug problems from Sleepy's store sample mattresses. I would like to disgust readers of our horrible experience with bedbugs but the customer service experience is even worse. I am now in an arbitration proceeding against Sleepy's and we will see how it goes. I am shocked to find out I am not the only one who have suffered this and Sleepy's had know the bedbug infestation problem and refuse to address the probem from the source such as fumigating their warehouse/show room. Instead, they have insisted that we got bedbugs from the subway, starbucks or just implying we are dirty animals so we got bedbugs. Justice needs to be served.

Maria of Astoria, NY May 12, 2009

I bought a mattress in November of 2008. After a day of realizing that the mattress delivered to me was hard as a ROCK and not the one that I tried at the department store showroom, I requested that I exchange it immediately.

I went to the store and the "Manager on duty" advised me that I need to purchase a more expensive bed. After several discussions on why I needed to purchase another mattress when the one that I initially tried out was great and the one that was delivered to me was not the same one, the conversation was going no where. I had just moved to my new apartment and needed a bed to sleep in.

When I purchased my first mattress I had a 180 balance. Within the week when I purchased the other new mattress and I paid the FULL balance including the total price of the new mattress. After 6 months of purchase, Sleepys had the nerve to forward my account info to a bill collector. I called and called the management offices to state that I have receipts showing that I paid all in full and I have a receipt with a zero balance to show.

No one called me back for over a month. I've called their corporate offices and the manager was just ruder than the store managers.

Melissa of Medford, MA April 29, 2009

I am writing to explain why I will never again shop at Sleepys. The weekend of 4/18, I ordered two mattress sets. The delivery date was 4/25. On Monday, April 20th, I called to cancel the order. I had ordered over 1,200 in merchandise that I no longer needed because we were no longer buying a house. I called SLEEPYS and explained to the woman that I needed to cancel b/c I would no longer have room or have need for two beds. She said the order was cancelled and the money should be credited back to my bank account within 7 business days. I asked her if she could give me a call number / confirmation number to prove I had cancelled on 4/20. She said no, this will just be in our system that you cancelled. On 4/25, the mattresses were not delivered. I didn't expect them to be, since I had, after all, cancelled the order on 4/20. 8 Business days later, I noticed that my account had not been credited. It is very urgent that the 1,200 is put back into my account ASAP, so I was alarmed that the money was not back in my account. I called the Customer Service line and spoke to ChristiaN. He told me that the order hadn’t been cancelled at all. He said that it was company policy not to cancel when someone called to cancel. He said Sleepys would keep things in the system, try to have a salesperson call the customer to save the sale. Apparently, someone tried to call me twice. Since they never got in touch with me to try to “save the sale, they just NEVER CANCELLED! If my order had never been cancelled, then why wasn't the merchandise delivered? Why would [THEY] keep my money and then not give merchandise in return! He was very nice and said he would cancel immediately, but that the money wouldn’t be back in my account for another 2-3 biz days. This is 14 FULL days after I originally cancelled.

Brenda of Ellicott City, MD April 21, 2009

Brenda of Ellicott City MD (04/21/09)
Delivery was supposed to be on 4/20/09 between 10:00am an 1:00pm, never received a phone call or the delivery. It caused me a lost day at work. I called to inquire about the delivery, they instructed me to call customer service. This is very unprofessional and inconsiderate to me the customer. So, I stopped pass the store, and the saleman complain about he delivery, that not my problem.

Lost time from work, and unecessary stress.

Steve of Bridgehampton, NY April 21, 2009

Steve of Bridgehampton NY (04/21/09)
My wife and I went to the Sleepys in Bridgehampton, NY. The man that was in the store said his name was Mike and that he was the store manager. When we walked in he was asleep at the desk and we woke him up. He apologized for us finding him sleeping. We really had no problem with that. What we did have a problem with is what happened next. He started showing us beds. We were buying a few beds as we had just purchased a summer home in the Hamptons. We want a Sealy or Simmons. Mike told us that they were junk and we would be better off with a company called Miralux. He said that they were better beds and had longer warrantees.

We were concerned because we never heard of Miralux. Mike advised us that he was a retired fireman and he would never lead anyone into purchasing a bad bed. Even though we really wanted a Sealy or Simmons we listened to Mike's advice. We purchased 3 Miralux beds. Well, they were terrible they sagged within 2 months.

We called up the store in Bridgehampton to complain and the man that was there said Mike was off and that HE was the manager of the Bridgehampton Sleepys and had been the manager for 2 years. He said Mike always sells everyone Miralux because he makes more commission on that bed then on Sealy or Simmons. He advised to get an inspection on the beds. Well I got my inspection and I was told the I had the wrong supports for the bed. Mike never mentioned that I should buy new frames he said if I had metal old ones they should be fine. I have no recourse with Sleepys. NEVER, NEVER BUY ANY BEDS FROM SLEEPYS. THEY LIE TO THE THEIR CUSTOMERS AND ONLY CARE ABOUT THEIR COMMISSIONS. THEY ARE NOT PROFFESSIONAL AT ALL.

Because we took Mike's advise my wife and I both have constant backaches. He lied so much to us, I wonder if he was ever a fireman like he said he was. We are very upset and will tell everyone never to go to Sleepys.

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