I originally purchased a Kingsdown full size mattress set from Sleepy's in August for approximately $1200.00. The mattress developed a large dip and was completely unsupportive after about a year.
After reading the warranty information provided at the time of delivery, I waited until the dip met the 2" requirement for a warranty exchange and contacted Sleepy's. They arranged an inspection, which verified the mattress was defective and gave me a full credit for a product exchange in April.
When the new mattress was being delivered, the delivery men for Sleepy's "found" a stain on my defective mattress and Sleepy's refused to process the exchange, claiming the stain voided my warranty. After numerous phone calls to Sleepy's, they agreed to process the exchange in June as I was able to remove the magically appearing "stain" the same day it occurred.
My second mattress, which I paid $300 extra for in an effort to fend off mattress failure, failed in three months. This mattress was also a Kingsdown.
Sleepy's set up another inspection and this time, the independent inspector determined both the mattress and original boxspring had failed. I requested a refund at this time and was denied because Sleepy's stated their policy was to only honor the manufacturer's warranty.
I accepted the exchange credit and decided to try another manufacturer for my next mattress, the third I was selecting in less than 2 years! I chose a Sealy Posturepedic full-size set and it was delivered in November.
This mattress is now also failing. The mattress is caving in towards the center of the bed and provides no support. I have tried rotating the mattress and boxspring but continually wake up each morning with an aching back and stiff neck.
I contacted Sleepy's on June 22 via email requesting a refund for the defective merchandise. I sent my email to the president of Sleepy's, David Acker, and their general customer service email box. I received no response and followed up on the original request via email on July 11. Still the company did not respond, so I sent a letter via Priority mail on July 18.
I finally got a response from Sleepy's customer relations department and spoke with them on July 25, at which time I got the same round around about Sleepy's not issuing refunds.
I am currently waiting for their independent inspector to verify the mattress is defective and have an appointment scheduled for early August. I am appalled by Sleepy's refusal to issue a refund and their condescending manner when I speak with their customer service department. They had the nerve to claim they had been very accomodating to me in processing the previous two exchanges. Accomodating-they were simply honoring the warranties they so proudly trumpet in their advertising! Accomodating would have been issuing me the full refund I had requested when my second mattress failed, not forcing to me go through their exchange process, which takes anywhere from three weeks to three months to complete, a second time.
Due to the company's refusal to stand behind the product they sell and the lack of customer service they provide, I have also lodged a complaint with the Better Business Burea and am in the process of lodging a complaint with the Connecticut Department of Consumer Protection.in lodging these complaints, I discovered Sleepy's is no longer a member of the Better Business Bureau. If my experience is any indication of the poor quality product and customer service they supply, I can not say I am surprised.
Mj
Milford, Connecticut
U.S.A.
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