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I purchased a Leggett and Platt adjustable bed from Sleep Store USA almost exactly two years ago, March 6, 2009. I have Parkinson's disease and needed the extra flexibility of an adjustable bed to get me up in the morning. I am disabled and my income is limited and fixed
The Mattrress was a pillow top, spring mattress. The total cost delivered was a bit over $2100, 00.
For the past year, the spring in the mattress started to deteriorate, particularly in the areas where it was bent by the bed going up and down. By the end of last year the deterioration of the mattress was such that became very difficult to get a good night's sleep because there was almost no support for my spine, I have scoliosis, or osteoarthritic joints.
I underwent knee replacement surgery on January 19th, 2011. From the time that I came out of hospital, I have not been able to sleep more than a couple of hours a night, as it is impossible to find a comfortable position. The part of the bed just below whee the back goes up, now dips several inches, so that one is in effect sitting in a hole, and the angle of one's legs ia such that it is impossible to get leg muscles into a relaxed and comfortable position. My recovery has been dramatically slowed because of this, and the amount of pain has increased dramatically.
I first approached Sleep Store USA in late January, to see what they would do about the mattress. I spoke to Scott, and they agreed to replace the mattress, commenting that a spring mattress is never good on an adjustable bed. I decided that It would be of no value to me to get the same nattress again, and they agreed to upgrade the mattress for a memory foam mattress for an additional $500, which included me paying $100 for shipping. I agreed that I could pay $250 on March 15th and then the secind payment of $250 on April 1st. They agreed that they would ship it after the first payment was received.
My bad sleep issues became worse, to a point that I have been tossing and turning every night all night, without any respite. I called on February 28th, 2011 to see if they could possibly look kindly upon my plight and deteriorating health, and would be willing to ship the matttress before they received my first payment. They have my debit card details on hand, so theyknow that it is a bona fide account. The thought of having to make do with this old mattress for two or three more weeks was almost unbearable.
Michael was a rather arumentative young man, who felt that they were being very charitable towards me by letting me upgrade the mattress. He could not see that after only two years if wear I should not be having this problem. He asked me what my weight was, to try and explain the mattress failure on that. My weight has fluctuated between 130 and 160 lbs. He, apparently, had to get the OK from a supervisor, which took two days. It was impossible to instill the sense of urgency. As it turned out, they were unwilling t0 err on the side of humanity and get it out as soon as possible. They did not check on my credit worthiness, or ask for any other proof of my trustworthiness, they just refused to ship the mattress without payment.
For a company that must sell a great number of beds to people with disabilities and illnesses, they showed a distinct lack of understanding and caring as to what many of their customers must suffer on a daily basis. They could as come off as a caring, humanitarian company that would meet their customers needs, instead they come off as brutes.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have just contacted the Sleep Store about the purchase of one of their beds. I talked to Howard who treated me very will and did something most other sales reps would not do. He actually recommended a cheaper mattress for me then I was looking for because the one I wanted would not give me the support I need for my weight. Howard did not pressure me to buy the bed now. I told him we have just started looking and we need to raise the money first. I emailed him today well after hours to ask questions my wife and I had on the bed. Howard replied with the answers a short time later. Howard also gave me his cell phone number to call him direct if needed.
I'm glad the Sleep Store USA did the replay to this complaint. It did clear up much. Mrs Packard I understand where you are coming from for I too am on disability with fixed income. Most times it feels like nobody cares and you can not do anything about it when dealing with companies or in my case insurance company. I'm sure the story you told was just how you remembered it. It's situational depression and you should see your doctor.
I'm still looking into Sleep Store USA as well as other companies but I have to say so far the Sleep Store USA has provided a very attractive price for a bed that has a lifetime non prorated warranty, 25 warranty on the mattress and power coated steel frame construction that is made in the USA. This is going to be tough for any other company to match. Then through in a sale rep that actually puts my well being over his commission, well the only way I will not buy this bed is if I can't come up with the money. I was going to ask about a layaway plan but it seem Mrs. Packard my have ruined my chances. I guess it true: One person always ruins it for everyone else!
Sleep Store USA would like the opportunity to clarify a few things regarding this complaint. We feel this complaint is untrue & unjust. And after all the help we have given our customer (Elizabeth Packard) it is very shocking to read how she could speak in such a negative way about us. Further details listed below:
1st: After reviewing the phone conversation Mrs. Packard had with our representative Scott, we did not once heard Scott comment that the Coil Spring Mattresses are not good on an Adjustable Bed. Scott simply stated that the Memory Foam Mattresses are better than the specific coil spring mattress she was currently using, and that is why he recommended it to Mrs. Packard as an option to upgrade. He also mentioned that many customers with her medical conditions feel more pressure relief from the Memory Foam Mattresses which have the ability to allow better blood circulation. So Mrs. Packard decided to go with the Memory Foam Mattress (instead of an exact replacement to what she had) which was a difference in cost of $400 (for her size bed), and pay the $100 for S/H as required by our Warranty Policy.
2nd: Mrs. Packard was on a fixed income and did not have the money to pay for the upgrade of her Mattress, and did not qualify for Financing, so she requested it to be split into 2 equal payments of $250 on March 1st & $250 on April 1st before we would ship the new mattress. She then contacted us on February 28th to request that we delay the first payment for another 2 weeks until March 15th because she would not have the funds available on time to make the first payment March 15h, so we agreed to allow her more time. But then she insisted that we send the Mattress out to her before receiving even the first payment because she had just come out of the hospital and was very uncomfortable. We stated to her that was against our company policies and that we needed to secure payment before shipping her a new upgraded mattress. Just because we had her Debit Card on file did not mean there was going to be money in her account to pay for the mattress regardless of the date. We're not saying that Mrs. Packard was going to try to get away without paying for the new mattress, but it has happened to us in the past. And as the saying goes, "One person always ruins it for everyone else". That is why we have company policies & guidelines to follow.
3rd: Saying that our Customer Service Representative Michael was argumentative is unfair. Simply because he was stating our company policies to Mrs. Packard, but Mrs. Packard did not want to comply with them. Michael actually did have much compassion for Mrs. Packard's situation and contacted the Administrative Supervisor to see if any exceptions could be made. And our Administrative Supervisor decided to accommodate Mrs. Packard and go against our company policy by allowing her new mattress to ship after she made only one of the two required payments. And because she was still not happy with that compromise she decides to slander Sleep Store USA by calling us non understanding, uncaring, non humanitarian, and brutes. When in reality we try to do something nice for someone & this is the thanks that we get.
4th: As of May 3rd we have still not received Mrs. Packard's 2nd Payment that she promised to pay on April 1st. She has the new mattress we sent her and has been sleeping on it for over a month. We held up to our part of the bargain but she did not hold up to hers.
*We have been in business many years and have an outstanding reputation amongst customers & sleep related organizations, with almost no complaints against our company. We understand that we cannot please everyone, but we will always try our best to do so.
Sincerely,
Sleep Store USA Management