Complaint Review: SLEEPY'S

Prissy,

I want you to know that I appreciated your comments and I agree with you that a person's medical issues should not be cause for special treatment except from a physician.

In the retail industry, we strive to make every customer feel wanted and important. Customers like this believe that 'the sqeeky wheel gets the grease', and most of the time they do. However, this particular customer lies at the drop of a hat for his own convenience and then create a story of abuse and harrassment, that never took place, in order to continue his plan of devious behavior and slander.

Fortunately, not all customers resort to these type of tactics!

Sincerely,

John Pilaccio

It appears that the Sleepy's employees have a good case for libel here. It does appear that all of you went above and beyond for this customer, to no avail. I have no respect for people who use their disability to gain sympathy or special treatment. I doubt you will ever receive your apology, unless you take this ungrateful, lying dirt bag to court.

On December 27, 2008, you submitted an anonymous report to Ripoff Report, a public access web site, with a bold headline that stated:

SLEEPY'S JOHN PILACCIO-SCOTT UM-RIA ALI SOLD US A DEFECTIVE MATTRESS AND WILL NOT REPLACE, ALTHOUGH I AM DISABLED!

However compelling your headline may be, you have not told the truth! You have manipulated and omitted the truth for the benefit of sympathy regarding your report.

What you have accomplished was to impugn the character and reputations of three individuals who showed you empathy and compassion for your unfortunate situation!

To begin, you stated that you purchased a mattress set from Sleepy's with the assistance of Scott Um and that he seemed nice and accommodating until we gave him the money'. This order was written on November 10, 2008.

Yes, Scott was nice and accommodating' because after learning about your medical condition, he drastically discounted the price of your bedding from $ 2299.00 to $ 1302.00! Scott is a ten year veteran Sleepy's employee who's customer satisfaction index is at 98.6 % out of a possible 100%. My question to you is how did Scott change after you gave him the money'? Was he rude or impolite? Or did Scott thank you for your purchase and wish you well on your surgery? It's odd that you never explained how Scott changed in your report!

On December 5, 2008, you called the Carle Place showroom and spoke with Sayed Mustafa, a fourteen year veteran Sleepy's employee. You told him that you felt your head and shoulders were sinking into the mattress more than the rest of your body. Sayed advised you that a possible solution to your problem would be to rotate the mattress. He also advised you that if that didn't solve the problem that you still had until December 8, 2008, to apply for Sleepy's Comfort Exchange.

Finally, on December 11, 2008, three days after the deadline for Sleepy's Comfort Exchange, you contacted our Customer Service Department and spoke with Ria Ali.

You told Ria that due to your medical condition you were unable to call sooner and then manipulated the truth to her by saying that Sayed told you that because of your colon surgery' you would be able to exchange your bedding at any point in time, which he did not do!

Ria read Sayed's clear and descriptive conversation notes on your file and then advised you that since the bedding was in your home for 30 days, that you would not be able to exercise your option under Sleepy's Comfort Exchange policy, but would be able to set up a manufacturer's warranty inspection.

You then became upset with Ria and then manipulated the truth again to her by stating to her that you were never advised of our policy. May I remind you that on November 10, 2008, Scott Um, both verbally and in writing, explained the Sleepy's Comfort Exchange Policy, and in addition, you signed a statement that you understood and agreed to the policy and it's conditions. You were also handed a copy of your signed statement along with your receipt of payment for the bedding. This is part of the sales procedure for every Sleepy's customer, with no deviation!

You then manipulated the truth to Ria again by stating that you called Scott while Ria held the line, and when you returned to the line you stated that Scott provided you with the same information that Ria had already given you. And though it was unsatisfactory to you, you authorized Ria to set up the manufacturer's warranty inspection. I need to tell you that Scott was off on Thursday, December 11, 2008, as he has been on Thursday's for the last ten years!

Next Ria set up your warranty claim under number 29971 and advised you that an independent inspection company would contact you within 5 business days and the inspector would follow warranty inspection guideline, which she then explained to you, and that you told her you understood. In addition, you requested Ria to email you any contact information to your email address: medicalmarketer@aol.com.

On December 12, 2008, the next day, you were contacted by Bedchek, the independent inspection company that Ria advised you of during your conversation on December 11, 2008. You then arranged for the inspection to be conducted on December 19, 2008.

In your report to the public web site you stated that Sleepy's ignored' your horrible sleeping situation', and that you waited two weeks for an inspection'.

Yet, Sleepy's provided you with immediate attention to your problem and you didn't wait two weeks for an inspection, unless the calendar has changed since I looked at it last.

Again, two more of your manipulated untruths dispelled.

On December 19, 2008, the warranty inspection took place as arranged. This inspection was not completed because you told the independent inspector that you didn't want the mattress removed for fear of damaging a TV and other personal property that you refused to move out of possible harm's way. So only the top of the mattress was inspected. The result if his inspection showed that the mattress showed no signs of abuse with a 3/8 inch off level, well within warranty inspection guidelines. Since you never allowed the inspector to have a fair opportunity to inspect the box spring and the frame, the inspector's determination was that the merchandise was up to standards. This can be attested to by Bedchek's work order number 131722.

On December 26, 2008, you called Sleepy's Customer Service Department and asked for Stuart Acker, who is not the owner of Sleepy's as you stated in your report, and is also not an employee of Sleepy's. Our Customer Service representative, Joe (I am withholding Joe's last name for fear that you might try to smear his good name as well), advised you of this fact and asked if he might be able to help you.

You responded by asking Joe, how long does it take for the results to be issued on a warranty inspection? And Joe responded that it normally takes 10 business days for the results to be issued, depending on the inspection company's back log.

Then you proceeded to tell Joe about you medical issues and your sleeping situation, and then asked if the process could be moved along quicker. Joe understood your situation and told you that he would submit a request for the results, but couldn't promise that he could get the results quicker!

Two hours latter, you called Sleepy's Customer Service Department again, and asked to speak to Joe. Your call was transferred to Joe and he advised you of the inspection results that I wrote of earlier in this rebuttal.

Upon hearing the results, you told Joe that the independent inspector was not telling the truth and that you wanted to speak to someone else. Joe advised you that he would send in your dispute to the proper department and that you would receive a call back within 24 to 48 business hours.

Unsatisfied with that response, you called our retail outlet at the Roosevelt Field Mall and spoke to Robert (Last name withheld again) a three year veteran Sleepy's employee. You proceeded to tell him about your medical issues and your sleeping situation. On your behalf, Robert contacted Customer Service and was advised that your dispute was submitted to the proper department and that you would receive a call back within 24 to 48 business hours.

Still unsatisfied with both answers you were given, you called the Carle Place showroom, and I answered your call. You again proceeded to tell me of your medical issues and your sleeping situation. Not once did you tell me that I was the third person who you were speaking with in the last four hours regarding this matter, however, your situation called for proper research by me in order to move this situation towards resolution. I advised you that once I have obtained all of the information regarding your situation I would be better able to properly direct you.

On Saturday morning, December 27, 2008, you called my Carle Place showroom and asked for me. When you were told that I would not be in until the mid afternoon, you became angered to the point that you told two of my salespeople that you were going to come into the showroom and create a scene if you didn't get the results you wanted when I called you back!

I arrived at the showroom at 3:10 PM and was advised of your threat. And before I could take off my coat and sit down at my desk you called and I answered the phone. Next, I provided you with the same results you received from both Joe and Robert.

Here is when you began demanding for faster service which is when I told you that your dispute is beyond my level of authority as a District Sales Manager and that you would have to wait for your dispute to be addressed in order to see what action would be taken by the manufacturer!

You then asked me to transfer your call to Scott Um, which I did. You proceeded to ask Scott to make a decision regarding a resolution to your problem. Scott, nor I, has any authority to resolve a manufacturer's warranty dispute and that is what Scott told you. In addition, he told you that your mattress would be replaced by the manufacturer only if it is found to be defective!

So what did you accomplish by filing this false and tainted report? You have smeared and slandered three reputable and accommodating individuals who are employed by Sleepy's. You have manipulated the truth (lied is a better term) and used the unfortunate facts regarding your medical issues to coerce a number of individuals, through sympathy, to assist you.

Though I understand and empathize with your situation, you have crossed the line of decency and on behalf of Scott Um, Ria Ali, and myself; I demand an immediate public retraction and apology for your reckless and unsubstantiated slander.

Sincerely,

John Pilaccio