Complaint Review: Sleepy's The Mattress Professionals

A young couple looking to purchase our first decent mattress, we visited Sleepy's in Warwick, RI and had a wonderful experience with Emily, who was patient, friendly, insightful, and more than willing to help. She referred us to the Sleepy's in Woonsocket, RI, where there was a moderate selection of outlet and clearance mattresses that better fit our budget. The next day, we decided to check out the 2 quality mattresses we were most interested in but were available for clearance (after customer returns) at the other store: 1) Beautyrest" Legend", & 3) Stearns & Foster "Luann." The discounted prices of these mattresses were $980 & $1044, respectively. What a deal compared to their originally marked prices of $2299 and $2299, respectively.

Our shopping experience at the Sleepy's (Woonsocket Store) was by far the worst we have ever encountered in customer service in the entire 27 years of our lives. The woman assisting us, Denise L (ID#: DL9940) at the Woonsocket store, didn't bother to introduce herself at any point in time. For the first 15 minutes, she seemed somewhat helpful, or rather, allowed us to test the mattresses on our own. So, we're minding our leisurely business, trying to make an informed, non-rash decision. After all, it is a major investment to spend roughly a thousand dollars on a mattress. Realizing this, we were a bit indecisive as most people would and should be.

As such, about 30 minutes elapsed, and Denise began growing horns, insisting that we move on a mattress because the clearance products sell out quickly. She became impatient and tried to rush us. When my fiance went over to the floor display of Legends to test it out, Denise rudely told her, "Don't jump on the mattress, it just sold!" In a cynical and condescending tone, she exclaimed that the Beautyrest Legends was now sold and no longer an option. When my fiance tried to ask her questions for more clarification on the material, quality, and differences between the mattresses as well as the current clearance inventory, Denise became flustered and became threatened by the questions.

She retorted impatiently, "I don't know how many times I have to explain it to you, but a star [on her computer] means the mattress is gone."

I said, "Yes, I understand that, but what you just said was that the floor model was gone, but nothing about the one on clearance."

She replied "I told you the one on the floor was gone."

I said, "But you didnt articulate that the one on clearance in the back was available or sold, just the one on the floor.

Denise L. said, "You guys are talking like you don't believe me. Why are you asking me as if I'm lying, you don't believe me? Both of them are now gone."

I said, "No, not at all. We just like to be informed consumers. Is there something wrong with that?"

Finally, I had to break the hot-tempered exchange of words with a smile as she did not realize that customers are always right. The entire time, this lady was raising her voice, yelling, and talking over us like we were schoolchildren. As Denise realized she didn't explain the situation, she started to collect herself in a calmer demeanor. Then, she picked up the phone and started to inquire about the Luann since BOTH the Legends were coincidentally gone. During this time, my fianc wanted to browse pillows, and Denise proceeded to rush us to begin the financing process for this Luann mattress. She came over and took the pillows out of my fiance's hands and zipped the bag up. As she walked away from us and back to her desk, she let out an obnoxious sigh of breath, huffing and puffing deliberately and for all to hear.

That's it I thought! I've had enough. I ask her, "What is the problem?" She responds with, "Nothing. I just want to make sure you don't leave empty handed." I responded, "Sure I understand, but we as consumers don't appreciate being rushed. We want to make an informed decision as this is a very large purchase." Of course, she rambles off her tongue. UGH! Finally, my fianc says, "Let's just get the Luann since we were getting it at clearance." A great deal yes, but with an enormous platter of attitude and rudeness on the side.

Overall, Denise did not have much knowledge about the product lines in the store or the store's policies. It seemed she either constantly pulled information out of left field or had to call up somebody for the answers. When it was time for the transaction, Denise told a coworker on the phone, "Oh, I know what you mean, I'm having one of those days too. I'll fill you in later." Obviously, she was disrespecting us in our faces.

Denise at the Woonsocket Sleepy's store was downright predatory in her hard-sell antics. It was clear from start to finish that she was not looking out for the customer's concerns and could care less about answering our questions. Although it was obvious that this salesperson was simply looking for a quick commission, we needed a mattress and swallowed our pride throughout the most humiliating shopping experience ever.

What a completely rude, dishonest, misleading, unethical, impatient, condescending person this was. I do not recommend this store unless Denise is reprimanded or fired.