Report: #1312406

Complaint Review: Sleepy's

  • Submitted: Mon, June 20, 2016
  • Updated: Mon, June 20, 2016
  • Reported By: Bill S — Hampton Virginia USA
  • Sleepy's

    Internet
    USA

Sleepy's Mattress Firm Mattress Marshall New mattress warranty Hampton Internet

*UPDATE Employee: Case #01877233

*UPDATE Employee: Case # 01877233

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I bought a new queen mattress the end of March 2016.  Within 2 months, the mattress was sagging and the top cover bulging.  When I went to the store (Sleepy's had been taken over by Mattress  Firm), I was told that since the mattress was less than 120 days old, I could pay $150 and swap it out for a comperable mattress (or pay any difference), or I could  go the warranty route and pay nothing.  I opted the warranty route and was told to contact Sleepy's, who told me to request a "self inspection" package and fill it out and submit it, which I did.  

That information went to Mattress Marshal and I was called on June 20th notifying me that the claim was denied because the queen bed frame didn't have a center support.  Even though there was no damage to the box springs, and the frame in question has been in use for 35 years, they decided that the sole reason for the mattress failure was the frame.  When I contacted Sleepy's with this information, they also indicated that a center support was required, in fact I was told that I needed a 5 legged frame with one leg at each corner, and a leg in the center of the center support.  I was then told that they didn't sell that type of frame.  If a center support was required, it would seem logical that the store, or the delivery people (defacto representatives of the store), would have made that known.  I was then informed that the $150 swap out fee DID NOT apply to my mattress.

From my experience with Mattress Marshal, and the requirements to "self inspect", I believe that at best, the application is a delaying tactic to tire out most consumers into dropping their claim.  I'm a 70 year old handicapped veteran and to submit a claim required me to: photograph the mattress; closeup of the specific damaged area; photograph the "silk tag" and the legal tag of the mattress (which required me to turn the mattress); photograph the box spring (without the mattress); photograph the legal tag on the box spring; and photograph the frame.  Then to receive a phone call telling me the damage was the result of a frame that didn't have a center support and my claim was denied, just isn't right.

Depending on what I hear from the companies involved, my next option may be to file in small claims court.

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This report was posted on Ripoff Report on 06/20/2016 11:52 AM and is a permanent record located here: http://www.ripoffreport.com/reports/sleepys/internet/sleepys-mattress-firm-mattress-marshall-new-mattress-warranty-hampton-internet-1312406. 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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Updates & Rebuttals

REBUTTALS & REPLIES:
0Author
2Consumer
0Employee/Owner

#1 UPDATE Employee

Case #01877233

AUTHOR: Sleepy's Customer Care - (USA)

Bill, we are so sorry to hear about the status of your mattress and your dissatisfaction with the outcome of your warranty claim, but we would really like the opportunity to speak with you and work to resolve this issue. A case has already been made for your situation, but please also email social@mattress.com with your contact information, order #, and case #01877233 so that our Customer Care Management Team can resolve this issue as quickly as possible. Thank you for your patience! 

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#2 UPDATE Employee

Case # 01877233

AUTHOR: Sleepy's Customer Care - (USA)

Bill, we are so sorry to hear about the status of your mattress and your dissatisfaction with the outcome of your warranty claim, but we would really like the opportunity to speak with you and work to resolve this issue. A case has already been made for your situation, but please also email social@mattress.com with your contact information, order #, and case #01877233 so that our Customer Care Management Team can resolve this issue as quickly as possible. Thank you for your patience! 

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