Complaint Review: Sleepy's

This is a copy of a letter I wrote on April 23rd to my newspapers Consumer Action department.

On December 22, 2007 my wife and I purchased a Kingsdown Green/Blue labeled king mattress from Sleepy's in Mays Landing. Kingsdown has a Body Diagnostic system at the store that gives you a recommendation on the type of mattress they recommend for your specific body type. We purchased the one they recommended and spent $2,118.57 on the mattress/box spring, frame delivery and set up.

It was delivered on December 24, 2007 and it only took us several days to realize that this was not the right mattress for us. On December 31, 2007, we went back and tested more beds and selected a bed that was firmer (Blue/Red label) and was not originally recommend to us by their Body Diagnostic system. I had to pay a $399.00 exchange fee plus delivery ($79.99) again to get a bed we thought would be comfortable for us. The mattress supposedly was a better quality so I had to pay an additional $1411.31 including the previously mentioned fee and delivery. So I spent a total of $3,529.88 with Sleepy's.

The mattress was fine to begin with but after a while it started to sag. It has indentations or ruts in it where we each sleep. We called Sleepy's and they have now inspected it three times. They keep saying the manufacturer's warranty states that the indentation has to be 1 to be qualified as defective. We had it inspected the first time on August 20, 2008 and then again on February 14, 2009. The indentation increased on one side and on the other side. After a phone call and getting a supervisor on the line, they agreed to inspect it again. They did this on March 19, 2009 and said there is no significant change. The indentations are at 1 on one side and 1 on the other side. It is obvious that this bed is defective. The inspections are done toward the center of the bed where the indentations will not be as big. The first two reports also have the inspector's comments cut off. Why would they do this unless they are trying to hide something?

The indentations on each side where we sleep have created a hump in the middle. This hump is of significant size. Anyone lying on the bed can feel and see this large ridge down the center of the bed. It is quite uncomfortable to sleep on this bed that feels like two valleys on either side of a mountain. I have a bad back and I need a firm mattress. Sleeping on my back, side or stomach is very uncomfortable and I have waked up with my back being sore.

I have tried several times to get Sleepy's to replace the mattress. All I hear on the phone is that it is not considered defective per the manufacturer's warranty so they will not do anything. They have been very arrogant, rude and fast on the phone.

I am very frustrated with this product and believe it should be replaced, delivered and set up at their expense. After going through all my paperwork and the lack of concern on their part, they should also refund me the exchange fee and one delivery charge. Their system recommended a mattress that was not comfortable and has turned out to be defective.

I am turning to you for assistance in this matter. I will wait for your response and based on your input I will decide if this needs to be brought to the attention of the New Jersey Division of Consumer Affairs.

I just now (10am, Thursday, 23rd) tried to call and resolve this again prior to sending this letter. I talked with Tiffany who was very rude on the phone. I asked to talk to a supervisor and I was told no one was available right now. I told her I would hold. She said someone will have to call me back. I asked her what department that was and she would not tell me. Then she informed me that I could get another inspection but it will cost me $50.00 because I have already had my two free ones in a year. She said rudely that I should have waited 60 days to have the 2nd inspection this year. I was never told in the past that there was only so many inspection allowed in a year and a supervisor recommended for me to have it done the last time. I guess the supervisor just wanted to get me off the phone. I am in sales and it just amazes me that a company like this can stay in business with such a consistently rude phone support people. There is a new surprise every time I talk to someone at customer service. After this last call, I would really just like to give them the product back and get a refund and not have to deal with this company ever again.

Bill
Egg Harbor Township, New Jersey
U.S.A.