35 Arpad Street
Hicksville, NY 11801
(516) 622-3055
[email protected]
To Whom It May Concern:
I purchased a sleepy’s (firm) mattress June at a cost of $2,451 the mattress came with a 10 year guarantee. I have this mattress for almost 5 years. During the last four or five months the comfort level has deteriorated to the point that I couldn’t sleep on it for more than 3-4 hours before experiencing lower and upper back pain. I noticed that some of the areas were sagging while other areas were not. I believe that the problem is amplified because the mattress I purchased was firm. The areas that didn’t sag are extremely hard and hurt!
I contacted Sleepy’s Customer Service (1-800-753-7797) about April. 10th and explained the problem; I was told that I had a 10 yr. Guarantee. The events that followed, to be honest, I think are a SCAM. I made an appointment for their inspector to examine the mattress. On May 1 he arrives and measures the mattress with a straight bar and flexible ruler to determine the sage. He then took pictures of the variations with his PC. He also checked the box spring for defects. The inspector mentioned to me that the mattress had been discontinued. On May 5th I was told by Sleepy’s Rep. (#1) phone #1-800-757-3797, EX 4 that the results of the exam showed the mattress had a variation of 2.5 inches well within the acceptable range (I don’t remember the measurement for the acceptable range). I really don’t care if the mattress sages a little, I am concerned with the hard (firm) areas that now hurt to a level where I can’t sleep in the bed. I was told I could arrange for another inspection in 90 days. I explained to the Rep. That “I can’t sleep on this mattress I have to purchase another one soon”. With a 10 yr. Guarantee I believe Sleeply should offer me a prorated compensation. If I can’t sleep on the mattress it’s reasonable to say that it failed prematurely; the 10 yr. Guarantee is DECEIVING. Also how could the inspector measure any internal effect the sage has on the rest of the mattress without further data? Read on and you find out.
On May 9th I spoke to Tirika CR (#2) and explained how the firm areas next to the sagging areas hurt me. Her answer was “comfort is not covered in the guarantee only manufacture defects. “ I think there is a big difference between a level of comfort and pain? At what level does pain become a manufacturer’s defect? Tirika also explained that “this inspection is the standard procedure used through out the industry.” Sleepy should show a reasonable level of concern, stand behind their products and be honest with their customers $2,451 for 4 ½ yr. Years of service stinks! Would it make a difference if this failure happened after 2 ½ years of service? (Ask Tirika). What was the reason the mattress was discontinued? The guarantee does very little to protect the consumer for a defective mattress. What I’m hearing is tough throw the mattress out because we don’t care!
Any consideration you give this complaint will be appreciated.
Vincent Maiuri
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