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My partner and I went to Sleepys on Black Friday to purchase a mattress; we found one we liked and sat with the salesperson, Kelly, to complete the order. First she told us that she had 'good news and bad news". The "good news" was that the price was lower than the sales sticker on the mattress; the "bad news" was that it couldn't be delivered when we needed it, on December 4 or 5. That was no problem, we said, we'd pick it up ourselves and save on delivery charges.

Halfway home, I again looked at the ticket and saw that the pickup date had been scheduled for 1/5/2015. I immediately got on the phone to clarify a 12/5/14 pickup. She put me on hold, returning to say it was on "backorder" and wouldn't be available until January. I asked if she could check around the other stores in the Richmond area to see if one was in stock in another store. She said she would, and get back to me.

On December 4, having heard nothing from Kelly, I called the store and learned "she was working in another location". I explained our problem to the store manager; he said he would have to call his regional manager first, and if his boss agreed, he would check other stores and call me back (Why would he need approval to do that?!). A hour later, he called and said he had found the mattress at another local Sleepys about 15 miles away. I said we would pick it up at that store that evening.

When we got to the store, the mattress and boxspring were on the loading dock with our invoice number on it. It was loaded on to our truck and we brought it home. We we got inside, we noticed that the mattress was much thinner than we remembered and the mattress ID number was entirely different (the box spring was the correct one). We called the original store and explained the problem; the manager told us he would have to talk with his regional manager again and get back to us. An hour later, about a hour before closing, he called back and said if we could get to the store that night (and only that night) and show him the mattress we had bought, he would arrange to have the wrong mattress picked up and the correct one delivered. We rushed to the store; it had already turned off its outside sign when we got there - we had a hard time finding it in the dark among the other well-lit stores in the shopping center.

The manager was very nice and when I told him that Kelly had seemed rather "ditzy" when she worked up the order, he said that we were not the only customers who felt that way (Then, duh - why was she still working there?!). He arranged to have the correct mattress delivered the next day and the wrong mattress picked up.

(I guess the "backorder" issue had been miraculously resolved!).

We aked him if they had a floor sample of the mattress number that we had actually been given at pickup (matching the tag numbers), and he pointed it out to us - the mattress we received at pickup was cheaper by more than $300 than what we paid for! A classic example of "BAIT AND SWITCH" here!

Well, to give the story a happy ending (I hope), the correct mattress was indeed delivered and the wrong mattress picked up at no extra charge. After reading about the warrenty issues other customers have complained about, I expect this mattress will begin falling apart within a week. If it does, I'll come back and continue this saga of poor customer service.

Reason of review: "Bait and Switch" - cheaper item received than item purchased.

Monetary Loss: $300.

Preferred solution: Let the company propose a solution.

Sleepys Cons: Being misled, Misinformed us, Salesman lied to us, Terrible customer service, Bait and switch.

Location: Richmond, Virginia

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Cathy S Oul

We welcome the opportunity to speak with you. Please reach out to me at csable@mattress.com and include your invoice # and customer code.

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