I purchased a mattress set and bed frame from Sleepys back in October, 2007. At the time of my purchase, I was offered two years of interest-free deferred payments.
Within a week of receiving the mattress, I sought to exchange it because I found it to be extremely uncomfortable and not at all like the one I tried in the showroom (which was quite comfortable). No one explained to me that the Tempurpedic mattress you try in the showroom is going to be infinitely softer than a new one that has not been 'broken in'. After two and a half weeks of trying to break it in (including suggested remedies from the manufacturers themselves), I gave up. I'd purchased the highest level Tempurpedic mattress available in the full size that I needed. It felt like a rock.
After visiting several showrooms and testing dozens of mattresses, I agreed to exchange my mattress for one of equal or greater value, in compliance with the Sleepys comfort exchange policy. I was told that I would have to pay $789 in additional charges to cover the exchange fee, delivery charge, and cost differential for the new, more expensive mattress. I was told, however, that my new purchase entitled me to a financing 'upgrade' to 36 months--which I understood to be on the same no interest, no payment terms. Based on that understanding, I agreed to the new purchase and accepted delivery of the new mattress on November 15, 2007.
When I received my December statement and reviewed it carefully, I noticed that the financing terms remained at 24 months. I called customer service immediately and explained that I had been promised 36 months interest free with deferred payments. I was told that the problem would be handled and that the change should appear on my next statement.
When I received the January statement, I was alarmed to see that my account terms had been changed to 36 months of equal payments rather than the 36 months of deferred payments as I had been promised. Numerous calls and conversations with customer services reps ensued and each time I was promised that the situation would be resolved.
Today, February 15, 2008, I asked to speak to a supervisor who informed me that the 36 month no interest, deferred payment option DOES NOT EXIST. This was then confirmed by the salesman who handled my comfort exchange. He claims that he never offered me the 36 months no payment/no interest option. I would never have agreed to the exchange (and additional charges) had I not believed that I would have an additional year to pay it off. I believe this company is dishonest. Their signs promising "36 months of interest free financing" are intentionally misleading.
I have been misled and subjected to poor customer service, to say the least. I had to make a payment on the mattress today in order to avoid being penalized by GE Money Bank. The supervisor who I spoke to today (and who finally told me the truth about their financing terms) told me that she had filed a request for GE Money Bank to return my account to the original 24 month promotional terms. I can only keep my fingers crossed.
It's now apparent to me why this company has a retail store on every corner. I believe they are ripping a lot of people off. My only consolation is that I am in good company as I read the horror stories of other victims. It makes me want to go to my local store and warn people.
Thanks for this forum. The BBB web site only allows 2300 characters so I'll have to send them my letter via snail mail.
New York Native
New York, New York