SLEEP's Comfort Exchange Tactics
I purchased a Sealy Posturepedic from Sleepys in East Windsor, NJ this month. The salesman was a very nice guy but he is also a victim of Sleepy's corporate tactics because he needs a job.
I got a good deal on the pillow top king mattress that had a regular retail price of $2999.
Sleepys has a comfort exchange policy that in essence reads that if I need to change to a different equal or higher priced mattress for comfort reasons I would pay $399 comfort exchange fee plus delivery and taxes that will come to $512.in addition I will be paying the difference in regular retail price of the two mattresses the one I am exchanging from and the one I am exchanging to. There is no other condition as to whether it has to be the same brand or from same store.
My horror began when after one week of back pain I realized pillow top is the wrong mattress for me.
I picked an equal retail price different brand firm mattress that Sleepys sells as my desired replacement. For this comfort exchange, according to the terms of their policy, I should have to pay no more than $512 as described above.
This is when the dishonest practices of a 600 store company started to come through.
Three different experienced employees their customer service, my own salesman that I liked, and a very experienced salesman in another sleepy's store, where I had to go to find a suitable replacement mattress, tried to tell me that since the placement mattress is not on sale I will have to pay the difference between the retail price of replacement and what I originally paid for the mattress that I had bought on sale. The best they can do is that they can see what little they can take off the replacement.
I refuse to believe that all these experienced employees did not know the terms of their own company's comfort exchange policy. Comfort exchange goes from regular retail to regular retail. I think this was intentional attempt on their part, most likely as taught by headquarters, to fleece the customer as much as they could because, after all, what they were offering seemed reasonable to a consumer, though contrary to their own written policy. If I had bought their line I would have paid around $1500 for the exchange in stead of $512 that I should have.
The customer service was rude and even the customer service supervisor called me a liar when I asked her to do the exchange paperwork instead of going back to the salesman she wanted me to go to. I had sat with the salesman for one and a half hour the day before when he was trying to do the paperwork and he was on the phone with the headquarters most of the time regarding my exchange. She said I am telling her a lie - what a customer service attitude.
This reeks of a dishonest corporation teaching dishonesty to their employees to fleece the customer.
If I had not carefully read the terms of the comfort exchange policy, I would have been a victim of their deception.
I was able to hold them to the terms of the policy but the frustration I had to go through, the long wait on the telephone lines and arguments with all the various people I had to have were all unnecessary if the companys intentions were not dishonest.
And it all came from the headquarters, because the salesman himself did not have any authority in the exhange process. He will promise me one thing and get on the phone with headquarters for a very very long time, one time it was an hour, while trying to do the paperwork and then say No the HQ is telling me I cannot do what I had just told you.
In my book Sleepys is a dishonest company. Be careful when dealing with them.
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