After having some serious warranty issues with a Chattam & Wells "Bernadette" set that I bought from Sleepy's, I decided to take some time and do some research. If you've ever read John Grisham's "The Rainmaker" [or saw the movie] you will see that Sleepy's operates the same way. Their immediate response to any warranty problem is to say "NO" and hope you go away. I don't like to take "NO" for an answer, complained some more and was kicked upstairs to a customer service manager named David Holly. Now, I'm sure that Mr. Holly has his hands full hearing complaints all day. It can't be the easiest job. However, after awhile, you realize that he's following a script which, essentially, has the same outcome - "NO". After prodding Mr. Holly some more, he agreed to send an inspector to my home to inspect my C&W mattress set. I bought this set 8 years ago because of its 25 year warranty. I had an "S" brand before that. I got what I paid for, but it wore out just about the same time that my warranty expired. So, when I went to Sleepy's, they were pushing C&W because it was a superior product I was impressed by the eight way hand tied box spring as well as the superior quality of how the mattress was made with special attention paid to support around the edges. In 2002, the bed that I bought was over $2300 [plus delivery] and went as high as $4000. Fast forward to a few months ago and I noticed that one side of the bed was really leaning to one side. The call went to the warranty department. Now, when I pay extra to have a good warranty, I expect service. I own several Dell laptop computers and whenever there's a warranty issue, it is rectified within two business days at the most - no questions asked. I expected nothing less from Sleepy's. Wrong! After finally being connected to David Holly, he told me that C&W was out of business. Not true. Inspector came out and it was determined, as per David Holly, that the mattress was fine but the box spring was defective and said they would replace it with another "foundation", but since C&W was out of business [not true] they would replace it with one made by Sealy. My antenna immediately went up as I know you're not supposed to mix brands. Mr. Holly said that this is they way they would handle it - or they could make me a "good deal" on a brand new mattress set. No, my set is under warranty - I don't expect to have to pay for anything. I immediately called Sealy to see if this was normal and was told that their warranty would immediately be voided if a C&W mattress was placed on it. I told that to Mr. Holly and was told not to worry. I asked for the model number so I could go to the local store to see what I was getting. Naturally, you can't test drive a box spring. I asked the salesman to look up the retail price and was told that it retails today for $100 less than mind did eight years ago. Tip off number one - inferior product to what I had. I was also told that I was within 1/8" of having a defective matress by the salesman, who pulled up the report on his computer. The same salesman told me that they stopped carrying C&W because of it's price point. It is too high in this economy. But Mr. Holly assured me that I had 21 days to try the Sealy box spring and if I didn't like it, they'd take it back. I asked for that in writing - forget it. New box spring was delivered. Even the delivery guys said that this box spring would NOT support my mattress. But what do they know, they're just delivery guys [I'm saying this tounge in cheek]. After two weeks, I felt like I was sleeping on a brick, as there was no give, and tried calling Mr. Holly - leaving message after message after message. No return phone call. 21 days came and went. I asked to speak to Mr. Holly's supervisor and was connected with a Doreen [refused to give her last name] who seemed very annoyed that I bothered her and told me that Mr. Holly would call me back. A few days later, an annoyed David Holly called me back and said that all he could do was send out an inspector again - stuck to his "no" script - and got off of the phone. This is when I contacted the BBB in NY. Depending on where you look it up, Sleepy's rates anywhere between a D- and an F for customer service. So I filed a complaint. Within 48 hours, I received a call from "Shawnda" [again, no last name or title] wanting to know why I contacted the BBB. Every time I tried to explain to her what was going on, she talked right over me and didn't hear one word that I said. She said that I was offered an inspection. I said that I'd take another inspection as long as the inspector inspected the right things. Shawnda then went on to tell me that she would have the inspector fired if they did half of the things I suggested. She talked over the other half. So, I agreed to have another inspection. That inspection was today. In the time that the new box spring was delivered, the left side had bent the new box spring down by 2 1/2" where my torso would lay. Do you think that something is lacking in support within the original mattress that would allow this to happen? The inspector was apalled that they replaced the box spring with another brand. She was also more apalled that "Shawnda" [who she had no clue who she was] was threatening to have her fired if I asked her to measure certain areas [she did end up measuring SOME of them]. But, once again, I'm sure that report goes to "Shawnda" or David Holly or Doreen or whomever who has already made up their mind as to the outcome. How they will explain the documented 2 1/2" indentation ought to be interesting. I also video taped the entire inspection in case I decide to spend the $70 to file a claim with small claims court which will force them to send an attorney to court in CT from their corporate offices. I'm sure the attorney fees will be more than $70. I'm sorry that Sleepy's bought up all of the "mom and pop" bedding stores. When Kleinsleep was still around, you could speak directly to the Klein's or the Baer's if you had a rare problem. They always solved it. I lived near the Baer's and they said that the customer always came first. I think that bedding companies like Sleepy's and insurance companies are the only businesses that are allowed to make up their own set up rules as they go along and are able to change them at their whim. If a mattress is defective, it's defective. Honor the warranty. By law, it's a used bed and has to be destroyed. Sleepy's was already fined in six digits by the State of NY at least twice for rejecting warranties because of very minor stains [like someone spilled a little water and it left a small water stain]. I will sum up this diatribe by saying that I have read hundreds and hundreds of complaints about Sleepy's and their customer service. I have read a very, very small handful of solved problems. If my problem was solved, I'd be the first one to post that this company stands behind their product and you should patronize them. Based on what I've read, it seems that it's just the opposite. Where are the many solved problems and the people commending their wonderful customer service and warranty department?
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