On April 17 I purchased a queen size bed for my son for $1,020. The bed was delivered on April 19.
The frame. Boxspring and mattress were all set up by the delivery people.
Approximately six weeks ago my son told me the mattress was sagging. I called Sleepy's, who sent over an investigator. According to the investigator's report, the wheel on the bedframe by the head on the right side was missing and because of this, there was improper support, which caused the mattress to sag, therefor relieving Sleepy's of any responsibility.
After a careful search for the wheel, we were unable to find any sign of it. I don't think there was ever a wheel, but since my son was (and still is) unwell, he didn't check it upon delivery and never realized it wasn't there.
I find Sleepy's claim that the missing wheel is the cause of the sagging mattress absurd. Point #1 — If it made such a difference in the support of the mattress, wouldn't you think he would have noticed?
Point #2: If the wheel is the reason the mattress sagged, why is it that only one side is sagging and not the other. The mattress was rotated as instructed in the care instructions. Logically it would seem that if one side sags because of the wheel, then the other would also sag since the same body is sleeping on both sides.
I told he first Customer Person I spoke to I wanted Sleepy's to replace both the mattress and frame. She told me to call Sealy Mattress, since the improper support of the mattress in question rendered their warranty invalid. I told them it was Sleepy's fault the mattress was sagging because they sold me a defective frame.
The next person I spoke to was named Gerard, who said he was my contact for this matter. I explained the situation to him, told him I wanted a new mattress and frame. He said he would speak to his supervisor and get back to me, at which point he put me on hold. When he returned to the phone, he told me that the best he could do was give me an employee discount and sell me a new mattress for $300. I told him that was unacceptable, and again insisted that Sleepy's replace the defective items. He said he had to speak to someone and get back to me. A few days later, he called me, at which point I counter offered to pay $200 for a replacement mattress and frame. He again put me on hold and spoke to his supervisor. When he returned he said they couldn't do that.
Not long after this conversation, I received a call in response to a letter I wrote the Corporate Offices before I ever spoke to Gerard, from a woman named Melanie. I told her the same thing I told Gerard. She said she wanted to take a look at the investigator's report and would get back to me.
After my conversation with her today, I decided I needed to do something about this. She told me that Sleepy's wouldn't do anything at all to satisfy me. I told her I wanted the name of someone above her. She said the decision was made and it was final. When I insisted she give me the name of someone else who could possibly help me, she said they would review their decision once more, but if it came out the same, it would be final. Why would it come out any differently when they're looking over the same information?
In conclusion, Sleepy's contend that because the wheel is missing, it voids their warranty and they are not responsible for the mattress replacement. I insist that Sleepy's sold me a defective frame, which allegedly is responsible for the sagging mattress, though I feel, at this point, that they sold me both a defective mattress and a defective frame.
Thank you.
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