Sleepy's
Does not honor their Warranty - AVOID THIS STORE

I purchased a Stearns & Foster mattress in 2004 from Sleepy's. There is currently a deep indentation in the mattress which a Sleepy's inspector has confirmed. I was also told by the inspector that someone from Sleepy's will contact me in regard to a replacement within 7-10 days. I have yet to receive a phone call. Being that I have been waking up with extreme back pain for the past month (since I reported the problem), I called Sleepy's myself on two occasions in order to reach a quick resolution. During the first conversation I was told that since the model of mattress I had was discontinued I would be sent a voucher for the price paid. I decided to check on the warranty myself which I found on the Stearns and Foster website (http://mystearnsandfoster.com/warrantyRecourse. Aspx) and it clearly says "If identical materials are not available at the time of product service, Stearns & Foster reserves the right to substitute material of equal or higher value, or, at our option, provide a refund." Since I was told that an equal value mattress is not currently available I believe as stated in the warranty the mattress should be replaced with the next model of the same brand and type of mattress which is available. I called back today and spoke to Tarika - TCR (refused to give me her last name) customer service manager who told me that Sleepy's policy is different than that of the manufacturer and all she could do was give me a voucher for the price paid because the mattress I currently have is defective. I explained that this is clearly a trap. I was sold a defective mattress in order to remedy the situation I am required to go back to the store and spend more of my hard earned money for a comparable replacement which might turn out to be defective at later date. This way Sleepy's will continue to extort money from me by issuing me vouchers every few years so that they can take more of money each time.

Given the fraudulent claims of the warranty I would prefer not to ever deal with Sleepy's again and frankly am appalled at the poor customer service I was provided. According to the warranty I should either be offered a Full Refund for the price that I paid not a voucher or be replaced with another Stearns and Foster mattress of "equal or higher value".

I was hoping that given the settlement of a lawsuit pertaining to the exchange policy and delivery of defective merchandise that the company settled out of in 2004 (see below) that my situation would be taken seriously, unfotunately that has not been the case.

"December 29
Mattress retailer Sleepy's, Inc. Has agreed to pay $750,000 to settle New Jersey charges that it misled consumers about its exchange policy, delivered defective merchandise and made misleading claims in its advertising."

I emailed Sleepy's on several occassions but no one has contacted me in order to resolve the issue.

Company: Sleepy's
Country: USA
State: New York
City: Bethpage
Address: 175 Central Avenue South

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