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1.6

I would like to state that this may be the worst company that i have ever dealt with to start. Let me begin at the beginning......

First, i purchased a CoolSense mattress that was terrible and failed within days of delivery. My back had never hurt so bad. So, when i called customer service to ask about a warranty, a lady named Henrietta told me that the warranty was only a few days past the 21 day period and they could do nothing for me, but they sent someone to measure the bed. She then proceeded to tell me that for any bed for a warranty it would have to be 1.5" of sag or more to be covered by the manufacturer. She then told me I could get a "generous" discount that i would be happy with, but that didn't make sense. So i called the manufacturer and within 2 minutes, the manufacturer told me the bed bad a .75" sag or more and it was defective. So, I called back and asked for Henrietta again. I asked for her to repeat the warranty to me me how it had to be 1.5" or more sag and she again stated this and the generous discount. After this i told her how i contacted the manufacturer and they told me it was defective. When i called her out on trying to rip me off, she admitted how this looked and apologized many times.

I went and got my bed exchanged in mid-may of 2014. This new bed came with a 120 day exchange period. For my own admittance, I did not make it back in this time period. However, I called up to customer service and talked to Patricia. She was a wonderful woman on the phone and told me how that after the warranty period, there was a $129 exchange fee, the $100 delivery fee and any up-charge on mattress.(Now they conveniently cant find a recording of this call - which is important in a bit). I thought this was good for late November. But with the holidays coming, i could not make it into the store until early Jan. I had everything setup with a salesman, but he told me to come back when i had more time to lay on the bed for a while that i wanted. So, 2 weeks later i had time, went in, spent 30 min on the bed and decided that I liked that one. When i went to make the transaction, he told me he could not do this. He called customer service, actually spoke to Patricia from what i just learned today, Now they cant do the exchange like i wanted, I now have to have a claim kit sent to my house, which i have to do myself. This is a disaster and im still ending up with a bed i can only sleep on the outsides of.

What a joke....

Nathan

Reason of review: Bad quality.

Monetary Loss: $1300.

Preferred solution: Full refund.

Sleepys Cons: Terrible customer service, Misinformation, Extra cost for exchange, Misinformed us.

Location: Kingston, Pennsylvania

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Cathy S Oul

Good Afternoon,

My name is Cathy Sable and I am a representative of Sleepys Consumer Relations department.

Thank you for taking the time to share your recent experience with us.

We strive to exceed our customerโ€™s expectations daily and would love the opportunity to address your concerns.

Please email us at csable@mattress.com and provide your Invoice Number or Customer Code along with your telephone number and the best time to reach you. We look forward to speaking with you.

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