Sleepy's Outrageous Exchange Policy - BEWARE!! Linden New Jersey

On 10/19/08 I went to the Sleepy's on Linden Plaza, spoke with a salesman named Ron. I told him I was shopping around for a mattress, the one I had was sagging in the middle. I told him money was an issue so I couldn't afford a real expensive one. I purchased a CE Fairhaven FM full mattress, with taxes and delivery fee to the store, plus a mattress protector premium it came out to $444.03, not bad right? Ron said if I have any problems to let him know and he'll take care of me, if I'm not satisfied with the mattress I can exchange it, no problem. Sleepy's will do anything to make me happy. I picked up the mattress at the store on 10/23/08.

After 4 nights of sleeping on it, I could feel every coil under me. It was way to stiff, not enough cushion. A different feel than the one I experienced in the store. I felt as if I was sleeping on a sheet of cardboard. I went back to the store on 10/27/08 and spoke with Angel. I explained what was happening and he said I should try spreading a comforter under me (can you believe this?) I calmly said no, I'll like an exchange, he said "You do know we're going to charge you $249.00 for the exchange?" (this is not including taxes and freight fee)

I was shocked! I said why? and why so much!? I've only had it for 4 days? can't you waive the fee or maybe lower it. He said no and that I should've known this, that I should read my receipt more carefully because it is stated on their paperwork. Ron, the first salesman, never mentioned this! I feel it is a salesman responsibility to mention any extra or added fees before anything is signed.

Even if it is on their receipt, it should be explained. Ron would not help me either, I told him he never mentioned this ridiculous fee! he said it's out of his hands and that I should call their 800 number, that there are no managers in their store to handle this kind of complaint. Only customer service reps can make the decision to waive any fees.

Customer Service did not help either, instead she gave me a bogus web site www.wecare@sleepy's.com to write my complaint. I told her that 1-800 Mattress and Sears do not charge this much, they only charge around $60.00, so why is Sleepy's charging so much more?

Sleepy's has a logo "It's all about you"... NO IT'S NOT. They don't care about their customers. They don't care that now I have to stay sleeping on a rock solid bed. That I can't afford to pay this fee on top of the difference of a new mattress. They have poorly trained salesman. And their policies are ridiculous.

I'm appauled at the lack of customer service and satisfaction gaurantee they promote so highly. To me this is false advertisement. All Sleepy's and their salesman want is to make a quick buck by withholding important information. He took advantage of my kindness and situation.

I DO NOT recommend anyone purchasing from Sleepy's as they will tell you anything to make a sale.

Vanessa
Linden, New Jersey
U.S.A.