- Report: #736350
Complaint Review: Sleepy's - Whitehall Pennsylvania
Reported By:
Frustrated -
Allentown, Pennsylvania, USA
Submitted:
Updated:
-
Author Not Confirmed
Why?
Sleepy's
2501 Mac Arthur Rd. Whitehall, 18052 Pennsylvania, United States of America
Phone:
610-770-3487
Web:
www.sleepys.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Sleepy's Terrible customer service, has delivered 3 unacceptable mattresses so far Whitehall, Pennsylvania
On 5/8/11, we purchased a Kingsdown Sleep to Live 600 series mattress with blue and green firmness levels from Sleepys. Upon delivery, we noticed it was nothing like the mattress in the Sleepys showroom, and among other issues, had a very pronounced difference in the two sides, leading to a large slope in the mattress. This mattress was exchanged for another, which was also completely different from the showroom model that we loved. Each time that the mattresses were delivered, we noticed dirt and scuff marks on them from the delivery men.
After speaking with Sleepys customer service, we were told that our only option was to try a new Sleep to Live mattress again, or to do a comfort exchange. After having two bad experiences with the Kingsdown Sleep to Live mattresses, and thinking that the problem might have been with that brand, we chose to exchange the mattress for a Pure Latex Bliss Nature. This mattress showed up and again, was dirty and scuffed up. Additionally, after the mattress was delivered, we noticed a bug on the floor that looked like pictures of bed bugs we found online. After inspecting the mattress for signs of bed bugs, we noticed a large crack or tear in the foam base of the mattress. We immediately called to have this noted on our account. After calling 1-800-SLEEPYS, and asking for a refund, we were told that our only option was to exchange this mattress for another one. We attempted to file a dispute with our credit card company, but since Sleepys was willing to do another exchange, we were not be able to do so.
We are now waiting for our fourth mattress in a month to be delivered, and want nothing more than to put this ordeal with Sleepys behind us. We find it hard to believe that three brand new mattresses would have such large problems. While we were shopping for the mattress, everyone at Sleepys was incredibly helpful, but once they received our money, we have not received the same level of service, and have been made to feel like an inconvenience to them. While looking for replacement mattresses over two days last weekend, we were essentially told that we would not be helped, since it is Sleepys policy to not process exchanges on the weekend, and that other customers would be assisted ahead of us. Sleepys showed us that they only care about making new sales, and do not care about keeping their existing customers satisfied.
After speaking with Sleepys customer service, we were told that our only option was to try a new Sleep to Live mattress again, or to do a comfort exchange. After having two bad experiences with the Kingsdown Sleep to Live mattresses, and thinking that the problem might have been with that brand, we chose to exchange the mattress for a Pure Latex Bliss Nature. This mattress showed up and again, was dirty and scuffed up. Additionally, after the mattress was delivered, we noticed a bug on the floor that looked like pictures of bed bugs we found online. After inspecting the mattress for signs of bed bugs, we noticed a large crack or tear in the foam base of the mattress. We immediately called to have this noted on our account. After calling 1-800-SLEEPYS, and asking for a refund, we were told that our only option was to exchange this mattress for another one. We attempted to file a dispute with our credit card company, but since Sleepys was willing to do another exchange, we were not be able to do so.
We are now waiting for our fourth mattress in a month to be delivered, and want nothing more than to put this ordeal with Sleepys behind us. We find it hard to believe that three brand new mattresses would have such large problems. While we were shopping for the mattress, everyone at Sleepys was incredibly helpful, but once they received our money, we have not received the same level of service, and have been made to feel like an inconvenience to them. While looking for replacement mattresses over two days last weekend, we were essentially told that we would not be helped, since it is Sleepys policy to not process exchanges on the weekend, and that other customers would be assisted ahead of us. Sleepys showed us that they only care about making new sales, and do not care about keeping their existing customers satisfied.
3 Updates & Rebuttals
Frustrated
Pennsylvania,USA
Fourth delivery attempt was also unsuccessful
#2Author of original report
Mon, June 06, 2011
The delivery men just attempted to deliver the fourth mattress about an hour ago. Before they even got the mattress upstairs, we had to refuse the delivery. The bag that the mattress was in had been taped shut and was about a 1/4 open. As far as I know, new mattresses only come in sealed bags, so I'm not sure what the correct conclusion is here. I do know, however, that the delivery men not only delivery new mattresses, but they also pick up people's old mattresses. This means that if the picked up a mattress with a bedbug infestation, and a bedbug got onto our "new" mattress, it could result in a bedbug infestation in our home.
Furthermore, the reason for this fourth delivery was because the third mattress has a large crack in the foam base and had gotten dirty from the delivery men. Well, this fourth mattress has an even worse crack down the center of the mattress. I am unable to figure out how we have had four mattresses delivered in such unacceptable conditions given that these are supposedly new mattresses.
And in the interest of providing a full update to people who are doing their homework on mattress companies, we have now e-mailed Cathy Sable a few times and have yet to heard back.
Report Attachments
Frustrated
Pennsylvania,USA
Incorrect email address?
#3Author of original report
Mon, June 06, 2011
Hi Cathy,
I am assuming that you meant your email address is [email protected], not [email protected]. Please confirm.
Thanks.
Cathy Sable
Hicksville,New York,
USA
Sleepy's
#4UPDATE Employee
Sat, June 04, 2011
Good afternoon,
Sleepy's number one goal is customer satisfaction. Please reach out to me at [email protected] and include your invoice number and/or customer code and a telephone number with the best date and time to reach you. We look forward to working with you and resolving your complaint.
