The complaint has been investigated and
resolved to the customer's satisfactionResolved Sleepy's/sleep to live — Unhappy with product and service
resolved to the customer's satisfaction
I'm not sure if I can articulate in writing how angry and upset I am with Sleepy's but I will give it my best shot.
I purchased a Sleep to Live bed with the understanding that this was the best bed under the sun and was really looking forward to sleeping happily ever after. The salesperson in the showroom was very nice and understanding to my concern of picking out the right bed for me. He seemed very knowledgeable of the particulars and had me convinced I wouldn't have any problems and the bed would be well worth discounted price of $1, 800 he gave it to me for. Unfortunately, that is not that case for me for many reasons which I will get into in a moment. I went to Sleepy's with my story for help and they basically stone cold turned me away saying sorry there's nothing we can do for you.
Here's the full story: My bed was delivered on April 3rd, 2011. It wasn't until after the 21 day comfort exchange is when the bed began to "settle" and I started to feel differently about the comfort of this bed - not to mention the smell. Let me just say for those who might be reading, if you have Asthma this is not the bed for you!! The smell of the material that this mattress is made of is terrible and has still not subsided even after the 45 days that it has now been in my home - it's terrible. Secondly, after the mattress settled, I have been sinking into the mattress in a way that makes it very difficult for me to move around in -- I feel like I have to climb uphill to get out of bed and finally, when you are laying on your stomach - you nearly suffocate. The next issue I am having with this bed is the box spring. The sales associate explained that with the series type that I was purchasing (the 400 series) the box spring is a coiled / mattress-like box spring and it's made this way so that the box spring "takes some of the abuse that the mattress gets to make for a longer lasting bed" -- well, these coils squeak and this is now becoming the noisiest bed ever! Lastly, since this type of bed has the ability to be purchased with two different comfort zones (i.e., one side could be hard/the other side could be soft) I expressed concern about feeling a "seam" in the middle of the bed. He assured me that since I am getting the same type of comfort on both sides, I will not feel a dividing seam -- well yes I do. Again -- none of these things seemed to bother me until the bed settled. Finally, the mattress must weigh at least 100 lbs and to rotate this mattress is an extremely difficult task.
I called Sleepy's 800 number to see if, given all the circumstances I mention above, they would exchange the bed as a courtesy even though I am beyond the 21 day comfort exchange policy -- after all, it did cost me $1, 800 (not included tax and delivery). I wasn't looking for any money back -- I just wanted to select a new bed in exchange for this one. I found that the representative I spoke with from 1-800 Sleepy's whose name is Prudence was very kind but now, after my experience in the showroom, I can say she was also very misleading. When I called and explained the situation, she told me to hurry into the showroom to pick something else out before more time elapsed and they would try to work with me. She did say that Sleepy's wouldn't issue me a credit refund and I made it clear that I wasn't looking for money back -- I just wanted to pick out another bed in exchange. She suggested I pick another Sleep to Live but I know I do not want another one. I asked if can choose another brand in stead and she told me yes. When I happily got to the showroom and finally made my selection, the salesman told me that I must have misunderstood what Prudence told me because they will not exchange the bed after the 21 day comfort exchange policy has elapsed, no matter what. I was crushed, to say the least because I specifically confirmed with Prudence what I understood of her explaining to me on the phone and I even further clarified with some additional questions. Everything seemed to be status quo. I even remember telling her what day and time I knew I would be going to the show room and asked if she would be there at that time incase I had any problems and she said yes. Of course when I asked the showroom rep to call her - she wasn't there. The sales rep showed me his computer screen which had my account displayed and in the notes section from Prudence read **told customer we will not take back the bed** THAT WAS NEVER TOLD TO ME. I wouldn't have bothered wasting my time going to the showroom had I thought that was the case. The only way Sleepy's tried to help me was offering me what they considered an "outstanding" discount on the purchase of another bed. I am very reasonable by nature but given these circumstances, I cannot help but feel like I should be given the courtesy of an exchange despite the policy. Nor do I think the offer they made or any "discounted" offer they can make towards the additional purchase of a 2nd bed is just ridiculous -- what am I supposed to do with 2 beds?
I work for a very high profile law firm in NYC and I completely understand policies and executed agreements but at the same time, since we represent many fortune 500 companies I am also aware of customer satisfaction - especially in retail. I cannot believe that Sleepy's, who is proud to say they have been in business for 50 years and has 700 showrooms country wide, will not do what it takes to keep a customer happy - especially that I was replacing a previous sleepy's purchased bed. Obviously, I'm a repeat customer. I think their offer was insulting. I refuse to pay Sleepy's another $1, 000 plus tax and delivery (which is what they offered me for the Simmons Beauty Rest I chose). I would rather pay "full price" to another store than dare give my hard earned money to a company that genuinely doesn't care for their customers.