This is my first mattress purchase from Sleepy’s and after the experience I have had, I don’t think I will ever be a Sleepy’s customer again nor will I ever be a Sleepy’s Promoter. Earlier last week, I purchased a Simmons Maroon Peak Mattress from one of your representatives, Chauncey. After speaking to Chauncey and explaining my needs, I decided to purchase the Simmons Maroon Peak Queen set. After my order was placed, Chauncey indicated that I would need to visit a Sleepy’s location to sign paperwork. I visited your Park Avenue location in New York, NY. When I arrived to the location, I met Michael, MM988 who explained that I would not need to sign any paperwork and would only need to confirm my delivery date. Before leaving the store, I asked Michael to allow me to experience the Simmons Maroon Peak Queen set, I recently purchased. I was granted my request and upon completion left the premises.
My first negative encounter was when I received an automated call that indicating that I would need to pay the drivers approximately $120.00, the remaining balance on my account. I found this odd as I signed up for in-house financing with Chauncey earlier last week. I called your customer service center, and was transferred to Katie Danalis, who explained that there was nothing she could do to assist and that I would need to visit a Sleepy’s location in order for the deliverymen to leave the mattress with me. I explained to Katie that I was away from the city, did not have access to a car and would not be able to visit a Sleepy’s location, but needed my bed as I would be returning to my apartment Sunday, October 26. She communicated that someone would be calling me back that would be able to further assist but I unfortunately never received a call. After waiting 4 hours for a call back, I called the Sleepy’s line to hear that customer service closed at 6PM.
My second and worst encounter of customer service took place when my mattress arrived the following morning. When the deliverymen removed the mattress from their truck, I noticed the mattress size was a Full sized mattress. I explained to the deliverymen that I ordered a Queen sized mattress and that there must be a mix-up. He suggested I call customer service. The representative transferred me to Mr. William Latham, who was unable to maintain a professional tone and whose solution was to play a tape that proves that I confirmed my order. I explained to Mr. Latham that this was not helping my solution of having the wrong bed delivered to me. He indicated that he could have the Queen sized bed delivered to me but that I would be an additional $42 and he could not guarantee a time that it would arrive. I explained to Mr. Latham that I don’t believe that I should be charged an additional $42 for something that wasn’t my fault. After a heated exchange, he offered me no other solution and transferred the phone back to his representative. The representative ordered the deliverymen to contact the police if I didn’t arrive to a solution, sign for the order or have them remove the mattress set. I explained to the deliverymen that I needed a few minutes to make up my mind on what I was going to decide. One of the delivery men went outside and proceeded to call the police. After feeling threatened by the two men, I signed the paper afraid of being mattress-less for the evening.
After the delivery men left, I called Sleepy’s customer service and spoke to Tareka, TCR. Tareka was apologetic and said she would honor an exchange. After being placed on hold for approximately 10 minutes, Tareka came back on the line and explained that she would not be able to honor the exchange due to Mr. Latham’s direction. This left me confused as Tareka said she was in the process of completing the exchange ten minutes prior.
I am now here unsatisfied with my order experience and more importantly in the customer service I received. Sleepy’s assumes the slogan of “The Mattress Professionals, ” but unfortunately I don’t believe the experience I endured was anything close to professional.