Report: #895598

Complaint Review: Sleepy's, The Mattress Professionals

  • Submitted: Sun, June 10, 2012
  • Updated: Mon, June 18, 2012
  • Reported By: Anthony — Providence Rhode Island United States of America
  • Sleepy's, The Mattress Professionals
    1500 Diamond Hill Rd.
    Woonsocket, Rhode Island
    United States of America

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

A young couple looking to purchase our first decent mattress, we visited Sleepy's in Warwick, RI and had a wonderful experience with Emily, who was patient, friendly, insightful, and more than willing to help. She referred us to the Sleepy's in Woonsocket, RI, where there was a moderate selection of outlet and clearance mattresses that better fit our budget. The next day, we decided to check out the 2 quality mattresses we were most interested in but were available for clearance (after customer returns) at the other store: 1) Beautyrest" Legend", & 3) Stearns & Foster "Luann." The discounted prices of these mattresses were $980 & $1044, respectively. What a deal compared to their originally marked prices of $2299 and $2299, respectively.

Our shopping experience at the Sleepy's (Woonsocket Store) was by far the worst we have ever encountered in customer service in the entire 27 years of our lives. The woman assisting us, Denise L (ID#: DL9940) at the Woonsocket store, didn't bother to introduce herself at any point in time. For the first 15 minutes, she seemed somewhat helpful, or rather, allowed us to test the mattresses on our own. So, we're minding our leisurely business, trying to make an informed, non-rash decision. After all, it is a major investment to spend roughly a thousand dollars on a mattress. Realizing this, we were a bit indecisive as most people would and should be.

As such, about 30 minutes elapsed, and Denise began growing horns, insisting that we move on a mattress because the clearance products sell out quickly. She became impatient and tried to rush us. When my fiance went over to the floor display of Legends to test it out, Denise rudely told her, "Don't jump on the mattress, it just sold!" In a cynical and condescending tone, she exclaimed that the Beautyrest Legends was now sold and no longer an option. When my fiance tried to ask her questions for more clarification on the material, quality, and differences between the mattresses as well as the current clearance inventory, Denise became flustered and became threatened by the questions.

She retorted impatiently, "I don't know how many times I have to explain it to you, but a star [on her computer] means the mattress is gone."

I said, "Yes, I understand that, but what you just said was that the floor model was gone, but nothing about the one on clearance."

She replied "I told you the one on the floor was gone."

I said, "But you didnt articulate that the one on clearance in the back was available or sold, just the one on the floor.

Denise L. said, "You guys are talking like you don't believe me. Why are you asking me as if I'm lying, you don't believe me? Both of them are now gone."

I said, "No, not at all. We just like to be informed consumers. Is there something wrong with that?"

Finally, I had to break the hot-tempered exchange of words with a smile as she did not realize that customers are always right. The entire time, this lady was raising her voice, yelling, and talking over us like we were schoolchildren. As Denise realized she didn't explain the situation, she started to collect herself in a calmer demeanor. Then, she picked up the phone and started to inquire about the Luann since BOTH the Legends were coincidentally gone. During this time, my fianc wanted to browse pillows, and Denise proceeded to rush us to begin the financing process for this Luann mattress. She came over and took the pillows out of my fiance's hands and zipped the bag up. As she walked away from us and back to her desk, she let out an obnoxious sigh of breath, huffing and puffing deliberately and for all to hear.

That's it I thought! I've had enough. I ask her, "What is the problem?" She responds with, "Nothing. I just want to make sure you don't leave empty handed." I responded, "Sure I understand, but we as consumers don't appreciate being rushed. We want to make an informed decision as this is a very large purchase." Of course, she rambles off her tongue. UGH! Finally, my fianc says, "Let's just get the Luann since we were getting it at clearance." A great deal yes, but with an enormous platter of attitude and rudeness on the side.

Overall, Denise did not have much knowledge about the product lines in the store or the store's policies. It seemed she either constantly pulled information out of left field or had to call up somebody for the answers. When it was time for the transaction, Denise told a coworker on the phone, "Oh, I know what you mean, I'm having one of those days too. I'll fill you in later." Obviously, she was disrespecting us in our faces.

Denise at the Woonsocket Sleepy's store was downright predatory in her hard-sell antics. It was clear from start to finish that she was not looking out for the customer's concerns and could care less about answering our questions. Although it was obvious that this salesperson was simply looking for a quick commission, we needed a mattress and swallowed our pride throughout the most humiliating shopping experience ever.

What a completely rude, dishonest, misleading, unethical, impatient, condescending person this was. I do not recommend this store unless Denise is reprimanded or fired.
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Updates & Rebuttals


#1 Author of original report

Sleepy's mattress Update: pain, sleepless nights, & unhappy customers!

AUTHOR: Grace - ()

Hello, we are customers who had a humiliating experience at a Sleepy's store in 2012 and are dissatisfied with the remedy provided by Sleepy's.

Although Sleepy's Corporate attempted to resolve our horrible experience in the store, we gave the new mattress a chance, and it has since created a multitude of back, shoulder, and neck problems for my husband and myself. I've sought the help of multiple different pillow purchases to help alleviate the neck pain, acupuncture, and chiropractic services. Due to work obligations, my husband hasn't been able to find time to get treated for his back pain. After sleeping on the aforementioned mattress for a few months, we've since relocated to our guest room and have slept on a firm, 10-year old mattress. Any guests who had slept on the Sleepy's mattress always complained about the discomfort as well. During my pregnancy, there simply was no way I could sleep on that mattress.

We are extremely disappointed by our experience with Sleepy's and how our purchase of a premium, top-of-the-line mattress turned out to be a nightmare. We are two, fairly lightweight adults, and the mattress simply sinks with any weight and offers no ergonomic support as advertised. We feel deceived by the retail associate we originally worked with as she assured us that Sleepy's plush mattresses (as opposed to firm mattresses) were scientifically proven to be better for the back. 

Because this mattress was so expensive and we did not want it to go to waste, we've brought it with us to use in our master bedroom in our recent move. Boy, are we struggling with the discomfort, pain, and sleepless nights once again!  We now have an 8-month old son weighing about 18lbs, and when placed on the bed, even he sinks in several inches with no support whatsoever! I'm only 100 lbs myself.

We have been so enervated by the entire process with Sleepy's that we figured we'd live with our expensive mattress despite our unhappiness with it and have brought it with us on our recent move. However, this is simply not justice.

The 2 mattresses we have dealt with through Sleepy's (Beautyrest Legends plush and Luann) were outrageously overpriced and, quite honestly, junk.  The company should not be carrying these mattresses at all. Mattresses in this price range should last a solid 10 years, or 5 at the least. At this point, we don't know what to do with this $2000+ mattress. Although it's a burden, it's our only option right now.

We came to Sleepy's seeking a quality mattress for better sleep, but the mattress we purchased has truly been a nightmare despite being the most expensive piece of furniture we own. I am a new mother, who currently stays at home for her son, and my husband works in the biotech drug manufacturing industry. We simply cannot afford to lose any more sleep or experience any more pain.
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#2 REBUTTAL Owner of company

Thank You!

AUTHOR: Cathy Sable - (USA)

Sleepy's would like to take this opportunity to thank you very much for updating your post and your wonderful comments. Our customer's are the core of our business and who we are; the satisfaction of our customers is what we strive for everyday. We value your input as a loyal customer and we look forward to servicing your needs for many, many years. Thank you again and sleep well. 
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#3 Author of original report

UPDATE (6.17.12)

AUTHOR: Guster25 - (United States of America)

Sleepy's Corporate (Karen) has graciously resolved the issue, replacing the mattress with the original one we wanted, throwing in 2 packs of Serenity gel pillows, and providing a 6-sided mattress encasement protector. Thank you for pulling through for us, Sleepy's! We are excited to sleep on our new Beautyrest Legend Luxury Plush mattress.
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#4 REBUTTAL Owner of company

We're Here to Help

AUTHOR: Cathy Sable - (USA)

Sleepy's number one goal is customer satisfaction. Please reach out to me at and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint
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