Report: #1122239

Complaint Review: Sleepy's LLC - Hicksville New York

  • Submitted:
  • Updated:
  • Reported By: Mike — Arlington Massachusetts
  • Sleepy's LLC 1000 South Oyster Bay Road Hicksville NY 11801 Hicksville, New York USA

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On June 11, 2011, I purchased a Kingsdown 300 series (blue/green) mattress from Sleepy's. I was informed that the mattress was warranted for 10 years against defects. On December 2013, I scheduled a mattress inspection with Sleepy's to review a deep sagging impression on the firm side of the mattress where the springs can also be felt protruding through the top uppermost layer. On 29Dec13, technician (Mr. C) arrived at my residence to take pictures and measurements of the mattress. Mr. C used a length of knitting yarn and a white sheet of paper to measure the deep impression in the mattress. I brought Mr. C a calibrated ruler, a level instrument, and additional NIST traceable instruments to obtain a more accurate measure of the depth of the impression. Mr. C refused and informed me that sleepy's will only allow the use of knitting yarn and an angled ruler on a stand (not compliant with ISO 17025 Calibration). Furthermore, I asked Mr. C to feel the bottom of the impression and he confirmed that he felt the metallic springs protruding through the mattress uppermost layer. With Mr. C present I used my own calibrated instruments to show him that his methods greatly skew the true depth of any impressions; my measurements produced a mattress impression depth of approximately 1.9 inches. I showed Mr. C that if the impression sagged any lower, the mattress springs would likely breakthrough. I requested that he document as accurately as possible our discussion and evidence during his inspection of my mattress. In January 2014, I received a call from a Sleepy's Representative regarding inspection# 100362952. They explained that Mr. C inspection yielded no mattress defects as an impression of 1 3/8 inches was measured using his knitting of yarn inspection methods and that it did not meet the 1.5 inch requirement necessary to meet the warranty terms. This is a difference of 3mm; the approximate thickness of a nickle. I made a number of phone calls to sleepy's customer service to explain that it is not possible for the inspector to make measurements to that accuracy with a knitting yarn and low resolution camera phone pictures. Sleepy's customer service also said that in the inspection there was no mention of the metallic springs beginning to protrude from the impression. They acknowledged that my mattress box spring was defective but would not honor the mattress warranty. After repeat phone conversations with sleepy's customer service and conversations with line supervisors and managers they gave me the same scripted reply that there was nothing wrong with my mattress and that there are no defects. A internet search of sleepy's complaints yielded hundreds of customers with similar experiences. This is certainly a trend and it appears that Sleepy's is engaged in rampant warranty fraud with or independent of their Kingsdown partner. Sleepy's has clearly trained their inspectors to use poor measurement methods and execute inspections to ultimately falsify report results to allow Sleepy's and their Kingsdown partner to skirt their warranty obligations given significant defects in their mattresses. There is a significant need to investigate this fraud and rampant deception on the part of the Sleepy's organization to protect the consumer public. After mutiple attempts to resolve this matter with Sleepy's I need to begin to peruse resolution with consumer protection agencies.

This report was posted on Ripoff Report on 02/09/2014 09:36 AM and is a permanent record located here: https://www.ripoffreport.com/reports/sleepys-llc/hicksville-new-york-11801/sleepys-llc-sleepys-warranty-fraud-hicksville-new-york-1122239. 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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#4 Consumer Comment


AUTHOR: MI Anon - ()

POSTED: Sunday, June 29, 2014

once again Tyg tries to pass herself off as knowledgable and once again comes across as an idiot lol

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#3 REBUTTAL Owner of company

We're here to assist

AUTHOR: Cathy Sable - ()

POSTED: Monday, February 10, 2014

Thank you Mike for taking the time to express your concerns. In providing the inspection ticket #, were have located your account for a specialist to review. One of our specialist will be reaching out to you in hopes of coming to an amicable resolution. We look forward to working with you on resolving the complaint.

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#2 Author of original report


AUTHOR: Demfer - ()

POSTED: Sunday, February 09, 2014

The mattress is warrented for 10-15 years. The Warranty is a contract. Please cite evidence when making postings.

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#1 General Comment

You have no case

AUTHOR: Tyg - ()

POSTED: Sunday, February 09, 2014

You have no case as the warrenty is for "production defects" not "wear and tear" also known as use. After 2 years your mattress is going to sag. You have used your mattress for more then 700 nights for 6-9 hours roughly per night. Sagging is going to happen. So go ahead and spend that extra money. Lawyers like when you have to spend money on them over silly and baseless issues. It's free cash so they get to tell you that you would have no hope in any court of law. 

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