This report involves my experience processing a warranty claim for a defective mattress with Sleepy's.
After several weeks of sleepless nights, and constant back pains, I contacted Sleepy's customer service to inquire about a mattress warranty replacement. I was informed that a mattress inspector would have to verify that my mattress is defective before Sleepy's could issue a replacement. After about a week, I received a call from the mattress inspector and we scheduled an inspection. The inspector examined my mattress and submitted his data to Sleepy's.
A week or so later, I received a letter from Sleepy's informing me that my mattress was found to be defective. In the letter, Sleepy's indicated that I should call a number listed on the form to process my replacement. The line went straight to a voicemail box. I left a detailed message and to date I have yet to receive a return call.
I'm now deviating slightly from the point, but you will understand later why I am mentioning this. On the letter that was sent to me, Sleepy's wrote that I "must present the original credit document to the Mattress Professional on duty." And that "[F]ailure to present [the] Sleepy's credit prior to resection shall void [the] credit."
Back to my story. After waiting a reasonable time for a call back from Sleepy's, I decided to try the main number as the number that they requested that I call is not an active line. I spoke with a customer service rep to inquire about a replacement mattress. They indicated that Simmins no longer manufactures the model mattress that I originally purchased and that I can use my "credit" to purchase a new mattress.
The problem is that they only issued a credit for my mattress- not the mattress and the box-spring ["set"]. The customer service rep indicated that "any" full-size mattress will match perfectly with my "high-quality" Simmins box-spring. I found this particularly disturbing. when I purchased my set, the salesman instructed me that it is imperative that I purchase the box-spring that perfectly compliments the technology and features of my unique mattress. (Either I have a cause of action against the salesman for fraudulent misrepresentation, which entitles me to the damages that I suffered plus punitive damages or against the customer service agent for lying to avoid having to replace the whole set.)
I explained to the rep that if the warranty only covers the mattress without the box-spring when the replacement mattress is no longer available, it is equivalent to a shoe manufacturer warrantying a shoe against defects, then seizing to manufacture the shoe and offering a credit for only one defective shoe causing the purchaser to buy a whole new set. I, as a consumer, relied on the warranty when agreeing to pay the price for my original mattress. Part of the value of the high price that I paid was that if my mattress is found to be defective within the warranty time frame, I will receive a replacement of equal value. This was a stipulated condition when I contracted to purchase my mattress with Sleepy's. Replacement of the mattress alone is not a full replacement but rather a downgrade for I will no longer have a matching set.
In addition, Sleepy's exorbitantly inflates the prices of warranty replacemnt mattress thereby forcing consumers with defective mattress' to expend far more than the going rate for their replacement. I did extensive research on this matter. I found that the going rate of a platform bed sold at various retailers is $250. The same bed is sold at Sleepy's for $379.99 with a discount of 34% to bring it down to $250. Do you get where I'm going with this? Their retail prices aren't authentic prices, they are rather ficticious prices to accomplish a number of gimmics. One, to give customers a false sense of savingss. And two, to rip off warranty consumers. Naturally, warranty replacements are not given "special discounted" pricing, thereby forcing them to pay an unreasonably high price for there replacement.
Just for the record, I called Sleepy's countless times to discuss my issues with them and was constantly hung up on. They'd tell me that they going to speak to a manger and in a matter of seconds I'd be mysteriously disconnected .
Now to prove my point even further about their price-jacking. I went to a retail store as I was instructed to do by Sleepy's. I asked the sales rep which mattress is equivalent to my defective one. He showed me to the mattress which had a price tag of $1900. I paid $839 for my original mattress. I called up the sleepy's phone order line and gave them the model # of the equivalent mattress that I saw in the store. I was quoted a price of $799 plus free shipping. I explained to the rep that I had a credit and would like to use it. Upon his realization that his commission would be less than what he anticipated, he promptly hung up me.
I called back to make another attempt at placing my order, and was transferred to a different department. When I told them of the pricing that was given to me, they said that there is no way that could honor that price and I'd have to shell out an extra $1,100 for replacement mattress. After two days of being hung up on and having to repeat my argument over and over to different reps, and making me feel as though i'm the "unreasonable one" they agreed to sell the mattress for $839. They said that I'd have to go back to the store to have a "mattress professional" process the replacement. Another ridiculous technicality. First, it required to me to make another unnecessary trip to Sleepy's. Second, when I got to the store, the salesman was more interested in handling customers that were lucrative to him so he had me on the phone talking to Sleepy's. Some mattress professional I am.
When on the phone with Sleepy's in the showroom, I was informed of exactly how much I owed including shipping, and for a platform bed. (While battling with Sleepy's, they agreed to credit me for my box-spring.) I used the credit towards a platform bed. I confirmed the total several times and then asked that the salesman validate the quoted price so that I don't get any trouble from him. He validated the price that the rep quoted me and hung up. Before I swiped my card to pay the difference, I asked about shipping dates. He then asked me if i'd like next day delivery. I said that that was perfect. (btw, the salesman looked like a child who had to use the bathroom. I've never seen someone so eager to get my money!) I swiped my card only to be immediately informed that there I owe another $65. Obviously, at that point, it didn't matter that the salesman spoke to the agent and verified that the agent gave me a all inclusive final quote. If I didn't swipe my card again, I would never see my new bed and mattress, so I caved.
As soon as I was extorted of the second payment, the salesman informed me that my mattress and platform bed are backordered and that my mattress will not be delivered for at least two weeks and my bed for at least a month. The salesman was extremely rude and refused to take responsibility for his mistake. he then lost his temper at me, and kicked me out of the store.
This has been the absolute worst experience of my life. I will never buy a mattress from Sleepy's again! I expect to bring an action against Sleepy's and it's agents (don't worry Sleepy's, you're still going to pay_vicarious liability) for fraudulent and negligent misrepresentations on a number of counts and breach of contract and warranty. See you in court!