The complaint has been investigated and
resolved to the customer's satisfactionResolved Sleepy's — Bad experience
resolved to the customer's satisfaction
On 06/14/08 I purchased a mattress and a box at the sleepy's manchester 169 hale road manchester, ct. I chose the option to pick it up at the store on 06/21/08. Around 6:00pm 6/20/08, I got a phone call from the store saying that the merchandise was shipped to 29 pavilions drive manchester, ct so I should go there to pick it up. I was not happy with that because I had planned to pick up something else from the babiesrus next door during the same trip. But what can I do? On 6/21/08, my husband drove a rental truck to 29 pavilions dr to pick up the stuff. The store manager bob told him that they could not locate the items we bought. The rental truck was charged by mileage, not to mention the gas cost. So I was even less satisfied with sleepy's and cancelled the order. On 07/08/08, I called 169 hale rd and talked to shawn to find out the items I purchased were still available. Because I was short of time to shop for a mattress again, I asked to repurchase the items and have them delivered by sleepy's with no delivery charge. Shawn asked about my preference on delivery date and time window and promised me I was all set. I realized that he probably did not have my current address since I moved so I called him back to give him my new address. He took my address and again promised that I was all set for delivery from 12:00 - 4:00 on 7/9/08. At 1:43pm 7/9, I got a call from the store's sales manager saying she was confused about my order so the mattress and box I purchased were taken off the delivery truck. I told her the story so she said they would put the items back to the delivery truck and she would call me back right away. I was waiting at home for the delivery the entire afternoon. Nobody from sleepy's called me!!! Neither anything was delivered! So I called both 169 hale rd and 29 pavilions dr, total of 4 times requesting to talk to the sales manager. I wanted to find out whether they were going to deliver or not. Someone called zex at 169 hale rd answered the phone twice and each time he claimed that he's a new employee and knew nothing. So I said please let me speak to someone else at the store then. But nobody else came to the phone. When I called the 29 pavilions dr, they said they took my message and would have the sales manager to call me back. Again, the sales manager did not call me back. At 4:48pm I called the company's customer service to complain about my experience. Jeremy from customer service said he could set up a delivery from 3:00pm - 7:00pm tomorrow. I asked for a discount as compensation for the time I spent waiting for the delivery, all the phone calls I made, and the frustration I had for this terrible shopping experience from the very beginning. Jeremy claimed that he was already trying to accommodate me as they normally do not deliver from 3pm - 7pm. But if the items were in the store when we went to pick them up at the first place, nobody would need to deliver anything. And where did that "you are all set" from shawn go??? Why wasn't it delivered as it was promised? So after the first error for misplacing the items, they have to make another one for mispromising a delivery? I talked to jeremy's supervisor, russell from customer service, employee id #rlr. He said I only have two options: cancel the order or have the order delivered another time. But what about the value of my time? I have to wait at home another time for the delivery, not to mention all the time I spent waiting for the sales manager's call back, and all the frustration with the error after error they kept making? At 6:42pm russell called me saying he spoke with mary ann, the sales manager and she would call me back in the evening to resolve the situation. Again, she did not call me back!!! I am terribly upset with my experience at sleepy's.