175 views
2 comments
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
1.8

We purchased a King-size Laura Ashley Heritage Collection mattress last week. We mistakenly ordered the firm mattress when we should have ordered the euro pillowtop style. We thought it might be okay and slept on it the first night and immediately realized that this was not a mistake we could live with. My wife and I both had sore backs and she had to get a massage to fix hers. We went back to the store and the sales person (both the sales person and store manager were great) explained that we should wait to break it in and it will get better. AND, that their policy is that we would have to wait 30 days before exchanging. First I heard of that although I did notice after the fact that it is in the fine print of the sales order. He suggested walking on the mattress to loosen it up and try it a while longer. We agreed to give that a try.

We walked on the mattress for hours trying to loosen it up and had the same sore back experience sleeping on it that night -- requiring another back massage for my wife to relieve the pain in her lower back and shoulders.

We went back to the store and asked for an exception to the 30-day policy since we made a mistake in ordering the wrong type of mattress and even tried to live with our mistake. We cannot continue to sleep on a mattress where one is required to seek professional massage therapy assistance every morning to recover from the previous night's sleep.

The manager (again very nice) tried seeking an exception from Sleepy's management and the bed's manufacturer and was turned down by both requests.

Over Labor Day weekend, I called Sleepy's 1-800 customer service number seeking an exception to the 30-day policy. That was 4-days ago and I have not yet received a response. I followed up with the Customer Service supervisor I spoke with that told me she would advocate for me and return my call within 2 days (bc of Labor Day) and now we are at day 4 with no return call. I left her voicemails yesterday and today asking her to return my call with an update on my request. Meanwhile, we are both sleeping on the couch.

I guess the lesson to be learned is that Sleepy's does not care about happy customers, only sticking with a policy that the poor sales reps have to hide to avoid losing sales. Of course, we asked about the Sleepy's Comfort Guarantee and were only told the platitudes about we can exchange it for another one if it doesn't work out. Not that we need to endure 30-nights before they would honor it!

I would be happy to purchase another mattress now and get a refund for our existing mattress once the 30-days is up. HOWEVER our mattress ONLY qualifies for an EXCHANGE, not a REFUND. Thus, unless I want to throw my money away or buy two mattresses, I must wait the 30-days before getting a decent night's rest.

If anyone from Sleepy's monitors this website, please reply to this with a method of contacting you.

Thank you,

Rob P

Chicago, IL

Reason of review: Poor customer service.

Monetary Loss: $1500.

Preferred solution: Immediate exchange to another mattress (that costs more than the one we bought).

Sleepys Cons: 30-day policy before exchange without exception.

Location: Chicago, Illinois

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Cathy S Oul

Hi Rob - we are sorry to hear about your experience with your mattress and want to help resolve this issue. Weโ€™ve already assigned you the case # 01459488. Please email us at social@mattress.com with your Invoice Number #, case # and contact info so we can connect you to our customer care team ASAP!

Ivon Vkd

hi Rob-

Just letting you know - you are not the only one duped by Sleepy's and their very sleezy warranty which really is not a warranty at all. None of their mattresses are returnable - they are only exchangeable and if you are as dumb as I was, and bought a bed base rather than a box spring, then that is final sale only even though they won't tell you that when you buy it.

I tried to exchange my bed (the mattress & base) and told only the money I spent on the mattress could be used towards an exchange. Since I now trust "sleepy's" about as much as a mouse trusts a cat, I told them no thanks.

Not giving them another dime. I am stuck with a $3500 bed that sleeps like a $200 bed :-(

Sleepys Reviews

  1. 106 reviews
  2. 45 reviews
  3. 8 reviews
  4. 4 reviews
  5. 4 reviews
Sleepys reviews