Report: #575602

Complaint Review: Sleepys - Sleepy's Mattress Professionals

  • Submitted: Sun, February 28, 2010
  • Updated: Fri, January 21, 2011
  • Reported By: Mickey — Hagerstown Maryland United States of America
  • Sleepys - Sleepy's Mattress Professionals

    United States of America

Sleepys - Sleepy's Mattress Professionals Nope you can't exchange it you are stuck with it, Internet

*Consumer Suggestion: Cathy?? Oh, Cathy??

*Author of original report: Finished with Sleepy's

*UPDATE Employee: Here to assist

Show customers why they should trust your business over your competitors...

Feb 20 my wife and I went to Sleepy's to purchase a new mattress. We decided on a Tempurpedic mattress and the adjustable base. After sleeping on the bed for a week two problems occurred. First the mattress was too soft causing me back pains and second when the adjustable base is operated it pushes against the headboard and footboard causing the bed rails to pop off our head board. Both problems seem easily the mattress for the firmer model and excange the adjustable base for the non adjustable one.

Easier said than done...exchanging the mattress is fine, however it will cost $200 plus delivery since they can't resell the mattress. In the world of restocking fees I can live with that. BUT the base it not exchangable...WHAT!!! This was told to us by the salesman when we inquired about the exchange. Why weren't we told that the $1300 adjustable base was completely not returnable or exchangeable?  SALESMAN--"it's on your invoice"  How were we supposed to know that BEFORE making the purchase/receiving the invoice?  SALESMAN--"let's not jump ahead of ourselves and see if we can have the drivers fix the problem with the base first."  The drivers already installed it once.  After the bed started falling apart, we've messed all week with it.  We need to exchange it for the standard base.  SALESMAN--"the adjustable base is not exchangeable.  It's policy."  WHY? "SALESMAN - Because of the policy. "ME" - Why is this policy in place? "Salesman" I don't know, but it is policy. You can call customer service.

So, I call customer service from my cell in the store and the man on the phone recites the same thing and then asks to speak to the salesman. I handed the phone to the sales man and the phone call oddly disconnected. I left the store frustrated and called customer service again. This time Tracey told me the person that could authorize a policy exception to return the base was the Regional Vice President. I then explained I needed to speak with the RVP. She didn't have the number, she would have to call the store to get it and then call me back. 24 hours later she has never called back.

In the meantime, the salesman called back and again recited the policy. My wife asked to speak to the RVP.  He said he didn't have his number, but would have the District Manager, Mr. Shaikh call us (verified name and spelling).  Today (2/28/10), someone named Mr. Sharaz called, indicated he was the DM, and said he couldn't authorize it, but the RVP could, but that would need to go through customer service. He said he would have someone from customer service call us.

We then received a call from Justin at the management team of customer service. Who also said we could not exchange the base AND everyone that told us the RVP could make an exception was wrong. My wife asked to speak to the RVP. Justin explained he was not authorized to give us the RVP's info. She asked to speak to his supervisor and was given Mr. Hugo Gomez' name and phone number. She asked who he was and was told he was on the management team of customer service....which is apparently what Justin is as well, but she was assured this was Justin's supervisor. We called Mr. Gomez and received his voicemail. We now sit here even more frustrated because of the crazy run around we've received.  AND with a crummy night's sleep and a broken bed frame.

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This report was posted on Ripoff Report on 02/28/2010 11:24 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

Cathy?? Oh, Cathy??

AUTHOR: John - (U.S.A.)

Someone in senior management needs to be educated in the fact that this story will stay on the net for quite a few years. It's actually worse than having the story in the NY Times.

Time to step up to the plate and show us what Sleepy's really stands for.

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#2 Author of original report

Finished with Sleepy's

AUTHOR: Mickey - (United States of America)

In response to this report, a Sleepy's Customer Relations staff person (not the person I left voicemail with from this post) contacted us and was very pleasant and fair to deal with.  We reached an agreement to exchange both the mattress and foundation, and scheduled the exchange for Friday, March 5 between 6p and 10p.  Well, here it is well after 10 and no bed.  We're still stuck with a mattress that my husband can't actually sleep on and a foundation that pulls our bed frame apart.  The cherry on top: I left work early today to strip the bed and move the footboard and side rails of the bed to facilitate the delivery.  Do I want to reassemble my bed tonight and dissassemble again tomorrow morning (when customer "service" said the bed was now scheduled for delivery)? No.  The futon, couch, bunking with the kids...anything is more appealing at this point.  I can't even stand to LOOK at that thing.  I've emailed back to the only person who has been responsive in the Sleepy's organization to request they pick up their crap and give me a full refund.  I will be taking my business somewhere else.  I will NEVER set foot in a Sleepy's again and will be sure to tell everyone I know why.
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#3 UPDATE Employee

Here to assist

AUTHOR: Cathy Sable - (USA)

Hi Mickey, my name is Cathy from Sleepys Customer Care.

Sleepys strives for 100% complete customer satisfaction and appreciates when a consumer takes the time to inform us of how we might improve our organization and better serve our valued customers. We want to maintain your trust and loyalty; therefore, please contact me directly at and reference the customer code on your purchase invoice, so I may provide you with some assistance.


Cathy Sable
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