Complaint Review: Sleepy's Mattress - Flemington New Jersey

We bought mattress set from Sleepy's last July/Aug (not a cheap set & came with a 10 year warranty!!) - salesman was "wonderful" even recommended the mattress saying it was one of the best for what we were looking for. Not even a year later, the pillow top was "sliding off", we called Sleepy's who told us we would need to have an "inspector" come, write a report.

We made an appointment, inspector was to come between 8am - 12pm, my wife waited all day until 7pm(missing a day of work)no one from Sleepy's ever showed up. When we called the next day, Customer Service was extremely rude asking "what we wanted" because her computer showed that someone had showed up the day before. When explained that we waited from 8am - 7pm and no one showed up she said "well, I can't tell you why. We need to reschedule".

Again we reschedule (weeks later) again, appointment was for 1st thing a.m. - around 9:30 am customer service called the house to say the "tech" would not be coming since he had to go to the hospital (another day of work missed). Another appointment made - this time we had to cancel & lo & behold a tech shows up on the cancelled date by 8am.

As he's "inspecting" & picks the mattress up my wife notices that the box spring is now "warped" she points this out to "tech" & tells him to make note of it on report. By the way as "tech" picks up box spring he rips bottom & staples come out. He leaves & says within 2 weeks we'll get answer.2 wks later, report comes back, mattress defective here's your credit ($400+)no mention of box spring. I called Sleepy's talk to a rude customer service person - they care less about all the inconvenience & reschedule another appt. for box spring (1 month later).

Tech shows up we tell him story - he says we see these problems with these mattresses all the time - don't get this mattress in the future. Approx. 1 week later we get call from Customer Service rep saying that report came back there's nothing wrong with mattress! (They've already determined the mattress is defective, what about the box spring??!!). Report comes in mail, "box spring is normal wear & tear"!! Are you kidding, it's not even a year old & sagging (& now ripped!).

I call Sleepy's in Flemington & speak "Jamie" with whose the manager. He says "sorry about everything, you come see me, I'll make everything right". We go see Jaime - long story short, he's just a typical "Salesman" - rude, cocky, obnoxious. Tells us the mattress we bought was "cheap" and not good quality (sorry we paid $1,000 for the set on sale!), and that the mattress is now $200 more and that he doesn't have to give us a deal on it - basically we would need to pay $200 more for mattress they're supposed to exchange but he could give us a deal on a better mattress for $400+ but we need to keep the same box spring!

My wife "calls" him on his rudeness and slyness, saying she has a difficult time with what he's saying - basically, she tells him he's a sleezebag, but nicely. She had about enough - enough of the horrible customer service (She was in management, over 20 years training customer service, sales & marketing) - Jamie gets up walks away & says something extremely rude to my wife - he then gets on the phone totally ignoring us - we walk out!

I call Sleepy's to report the problem, get a customer service rep on the phone who tells me, not only do we need to pay more for the mattress but now I have to pay for delivery of the new one!! I asked to speak with management, he refuses.

After a half hour of this I pass the phone to my wife who asks for management - he tells her he is management! She says that there are CEO's, President's of the company - he says at Sleepy's the Customer Service People are the management - she tells him they have 24 hours to have management call her back or they will be reported, he continues to argue she again says "24 hours" and ends the call. A couple of hours later the same rep calls the house and leaves a message that we now don't have to pay for delivery.

That's the last call from Sleepy's - no management call. This is the first report we are putting out - next goes to Better Business Bureaus and to the media. This has to end - who do they think they are taking people's hard earned money just to give them aggrevation and many sleepless nights on their inferior products!!

Raymond

Clinton, New Jersey
U.S.A.

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