Sleepy's
Reviews and Complaints

I went to sleepys to get a mattress with my mom and sister. The salesman started talking to us about his personal life, kids are 'special', his wife survived cancer 3 times, his dad was a gambler, never was there, he had an illigitimate child, salesman was in anger management. I dont want to hear that while im trying to shop for a mattress. He also asked me what i do for a living, i told him school security officer. He then proceeded to bash me on my career choice, saying 'you dont make enough money'. I am a large guy, 6'6" 300+ lbs, he told me i "need to use more brain and less muscles" i found that very insulting. When i told him i had a Bachelors degree he was shocked and said 'so why are you working security? What are you doing with your life?" Mind you this is the first time i have met the guy. I think that is very rude and innapropriate. This is not the type of person i want working for my business, i wanted to walk out but my sister fell in love with a mattress so we ended up getting it. Something must be done with this salesman. His name is Jerry Wallace.

This is actually the SECOND time I have had a Sleepy's problem. 1 1/2 years ago, bought a king mattress and box set from local Sleepy's. Within ONE YEAR, it started to sag and cause us problems. Name brand Sealy set. They came out quickly and said mattress was defective, BUT tech also made NUMEROUS comments about my housekeeping, claimed the thing was 'filthy' etc. I figured they were trying to wiggle out. Got full credit, and went down to local store to pick out new set. Found a VERY nice foam Serta set, which was on sale, and bought it. Now the problems start - they claim they have it, then hey don't have it, say it's going to get delivered on such and such day, they never show, then say it was not scheduled, even though I have it in writing. In this, the price of the set keep changing too, and they try to have it MUCH cheaper, and throw in sheet sets, get that straightened out, and set finally gets delivered. What shows up is a FILTHY, STAINED MATTRESS THAT LOOKS LIKE IT WENT THROUGH A FLOOD OR WAS USED BY SOMEONE WHO PEED ON IT! We refuse, go round and round, finally they agree to give us pillows, sheets, and a new set. Again try to make the sales slip say that we paid for pillows and sheets and mattress set is cheaper, I refuse, saying if we ever have a problem in the future, now they are going to only give me credit for half of what I actually paid in the first place! Finally get it all straightened out, and get set delivered, and I want to say, this Serta foal set is WONDERFUL. So, last week or so, hubby says something about him rolling uphill to the center of the bed. I strait checking parts of mattress, and all places where me, THE DOG, and hubby sleep, may be kind of level with the entire mattress, but you can stick your finger in them like it's fluff, where the rest of the mattress where we don't' sleep is more firm. So I call Serta direct, and they say this is NOT right. And they can NOT find the model mattress we have and ask if it's theirs. HMMMMM. I call Sleepy's, and say I want this looked into, and someone to check out the bed and why it's soft in some places and firm in others. I am told that customer service will contact me in 24 to 48 hours. It is now 6 days later and NO ONE from Sleepy's has returned my call. I think it's time to STOP dealing with them, and start dealing with either the courts or BBB, or someone. NEVER again!

We purchased a King Size Mattress for almost $ 4, 000 from Sleepys in May 2013 (just 7 months ago). The Salesman said there will be no problems - we can exchange at any time-we learned pretty quickly that this is not the case.
My wife has now experienced severe back problems and a pinched nerve by sleeping on this mattrass . She has been doing physio-therapy and is under medication. A Sleepys Technician inspected the mattrass and found that there is a 1/4 inch depression in the mattrass (he also said that this mattrass has air pockets) but the company is refusing to do anything as they say that the manufacturer of the mattrass has to see a 1/2 inch depression to agree to an exchange.
The mattrass has deep drains and holes, and the only way to sleep on this mattrass is by settling into these depressions. It is a shame that you pay so much for a mattrass and then one cannot be comfortable on it.
Do not purchase from this company, they claim to be a mattrass company but in fact is just another marketing company, they do not want to take responsibility for what they sell and come up with the manufacturer's rules.
I hope a sleepy's representative will contact me regarding this problem as I am terribly frustrated with this purchase.

I'm not a complainer; I'm willing to give anyone the benefit of the doubt. But this has been, hands-down, the worst retail experience I've ever had. Here's the story: needed a new mattress. Went to Sleepy's in Hazleton, despite some scary reviews about customer service. Tried a bunch of mattress, there was one on sale that was quite soft and such a heavy discount, we couldn't resist. Website said they had a score card that didn't require a credit check- I asked for that. Found out later that I was given the one that did require a credit check.
Approved for 2000, got mattress and had to pay extra to get boxsprings and mattress cover for the warranty. Was lied to about price of the boxsprings- we had to get a split box spring- salesgirl told us it would cost $100 extra- what she didn't say was that it was $100 extra for EACH BOXSPRING, so it was $300 more. Had to pay for delivery. Told that we could return the mattress within three weeks if we weren't satisfied.
We weren't satisfied. The mattress was delivered, and it was not even remotely the same. It looked the same, but it was hard as a rock. The VSN numbers and everything matched up, but it was NOT the same mattress. We need our mattresses to be VERY soft. The one in the show room was; the one we received was like sleeping on a board with a thin pillowtop. Called Sleepy's the same day, and was told by Tony that of course they weren't going to try to cheat us; they wanted us to be customers for life and be totally satisfied, so we should come up to the store the next day and pick out a new mattress, they would compensate us for our trouble.
Drove an hour to Hazleton the next day after not sleeping at all and waking up in pain. Met by the rudest salesperson ever. Don't know his name, but he is an older guy, maybe 60's, and the most arrogant jerk ever. Told us it couldn't be the mattress; it was us. But if it was the mattress, it was totally against all statistics. (He liked to spout off useless facts in an arrogant tone of voice instead of actually listening or trying to help us.) Told him it was not the same (after laying on the correct one again to make sure), and that we could not continue to use the mattress we had received- I was in severe pain. Instead of helping us pick a new one, he insisted we should just call customer service (he wouldn't do it) and get it swapped for another of the same, in case it was a factory error. He refused to help us. Confused and stunned, we left the store after half an hour of his BS, and I started crying. My husband got ticked.
He went back in and literally told the guy "This is what you're gonna do. We want that mattress over there instead. If they bring the mattress and it's another hard one, we'll have to wait another couple weeks until you can deliver to our area again. We can't risk that. Do whatever you have to do to make this happen." The guy kept arguing throughout the night; my husband literally had to force the condescending jerk to help us several times. He almost had to threaten him, it was bizarre; I've never encountered someone like that in customer service. He should be fired immediately.
Anyway, we picked out another mattress, slightly more expensive, but great. The guy started to work out the financing (after complaining, sighing and making us feel like dirt for bothering him.) We were supposed to get compensated, per Tony. Nope. They wanted to charge us $250 for disposal of the old and delivery of the new mattress. We said we would get just the mattress and no boxsprings. It still came to almost $800 more, even though the mattress itself was only $500 more than our first one.
We asked if we could return the headboard we had gotten, because it was still unopened and in original box. They refused. We asked if we could get more credit- on the store card, which supposedly didn't require credit check. Denied. So my husband applied, even though his credit isn't great. Denied. So I tried to extend my line of credit. Denied. We asked if there was any way we could just have the floor model of the first mattress, since we knew it was what we liked. Denied. The guy kept insisting we just exchange for another of the same mattress and give it a few months. (Probably so the 21-day satisfaction "guarantee" joke time period would pass.)
Incidentally, I found out that two other mattresses in the same Simmons series were mislabeled (firm vs. plush). I tried to inform him. He argued with me, so I insisted he come over there and sit on them himself if he didn't believe me. When he check the tags, they didn't match the store's labels, so he begrudgingly admitted I was right, but said the other mattress number was still correct. (Which it is, and it matches ours, but they are NOT the same.)
So now, we are stuck with a rock hard mattress; I haven't slept since we received it. They are delivering another one (not for 4 days, though- next day delivery is falsely advertised there, just like the "no credit needed" poster in the window) but I am not hopeful. I am concerned that the one in the showroom may be the one that was incorrectly tagged by the factory, and there will be absolutely nothing we can do, short of forcing someone from Simmons to go to the showroom, drag our mattress there, and have them compare.
This is the biggest nightmare I have ever experienced with a store (and we have had some doozies!) We cannot get a cash refund to take our business elsewhere; Sleepy's blames Simmons for the discrepancy. I'm sure Simmons will say it was Sleepy's responsibility. We have to pay thousands of dollars for a mattress we HATE while I sleep on a recliner. The salesman made us feel lower than dirt (although to be fair, he was really arrogant and rude to everyone he talked to on the phone while we were there as well, including people at corporate, etc...). I wish I knew if we had any other options, but he literally refused to try to help us in any way; we had to force him to do what little he did.
Sleepy's could have had customers for life- we buy a new mattress every five years or so, and were eventually planning to work up to the highest quality adjustable-bed and mattress they carried. We are very brand-loyal people when we have a good experience. Instead, I will tell everyone I meet NEVER to go to Sleepy's, and as soon as we pay off this mattress, we will head to Mattress Warehouse, where the salesman we talked to was kind, helpful, friendly and HONEST.
In the meantime, I get to look forward to sleepless nights, and spending more money on trying to find a mattress topper that will keep my back, knees and neck from hurting. I've never been so angry (but it could be the sleep deprivation talking.) I will do everything I can in the future to ensure that Sleepy's loses as much business as possible.

I purchased a Miralux Splendor Plush mattress & box spring from Sleepy's 5 years ago. I spent about $2k all together for the mattress & delivery. The mattress had a 15 year non pro rated warranty, We thought this was great! We also loved the mattress it was everything we had hoped for it had totally cured my back aches. Well 5 years later the aches started up again & my boyfriend got to the point that he would sleep on the couch because it was causing so much pain, I knew the mattress had worn a bit but upon a close inspection it had 2 huge body prints. I immediately called sleepys to get someone to inspect the mattress for us, something has to be done this is totally unacceptable.

First person i talked to told me i was in collections with sleepys for not paying my mattress off! This was BS the mattress had been paid off in time for years. Well we got that cleared up after about 20 min. They told me that the mattress had to be sagging 1.5 in for it to be covered under warranty. After setting the inspection appointment i hit the web to see exactly how the inspectors measure the sags so i knew exactly what the out come would be & to make sure we met the requirements. I was really shocked to find all of the complaints about sleepys not standing behind the warranty. But I also was confident our mattress was really bad and would have no prob passing this 1.5 inch sag rule. After all it has been sagging for years and we just shrugged it off. Well I measured with a string and measuring tape and my boyfriends side was sagging almost 2"! my side was more like 1" I though no prob this will get passed there is no way that it could fail.

So on inspection day a women came and measured with the plexiglass measuring unit and a string. She took pics of her findings and told me we had made the 1.5" sag mark on my boyfriends side and and my side had only a .5" sag. I thought ok, well at least we still made the mark but the plexi glass unit they use to measure doesn't sit flat on the mattress, it has a rectangular flat bottom to get an accurate measure meant you would need to use a measuring tape, This is more like an estimate of how deep the sag it not an accurate way to tell. This is how they scam people, there measuring unit manipulates the real measurements! The inspector packed up her stuff told me you made the 1.5" sag and i would receive something in writing from sleepys within 10 days .

I got a phone call from sleepys today to tell me that my mattress was up to industry standards Now get ready to hear this... It was only sagging 1 & 3/8" ! I told them they had to be kidding me what scam artists! I demanded another inspection, they are coming back out but i expect the same outcome. We have already purchased a new memory foam mattress and are sleeping well and it only cost $400. I am so disappointed with sleepys i will never buy anything from them ever again & I will make sure nobody i know ever does business with them as well! Buyer Beware!

Sleepy's advertised a rebate for up to $450 when you purchase a matress during their 4th of July sale. It was stated that the paperwork would be mailed 7-15 days after the purchase to select which gift card you would like. 3 weeks later I call to be told our purchase was ineligible for the rebate. We spent over $2300 on one of their best matresses and it was not eligible! Why did the salesperson not state this when we purchased? How much do we need to spend on a matress to be eligible? Complete BS by Sleepy's

I have purchased Mattress spring box from Sleepy's. We have a king size bed & any sleepy's store do not carry king size mattress or spring boxes at store location. They actually charge customers $29.99 to get it delivered from their local warehouse to store location for you to pick up. I don't understand this burden on customer. You are running a business with certain products & which should be available at store for customers & if it's not customer shouldn't be charged for their work. Disappointed...!

I am now on my SECOND defective mattress. I purchased the first one in 2008. It sagged an amount the mattress inspector had never seen. My bed had all the proper support needed, so it was deemed a defective mattress.
I got credit which sleepy's made impossible to use. The sales people bacame instantly less helpful once they knew we would be using a credit. One employee actually deleted my credit on accident, which made the day I used it particularly annoying...It took an extra hour trying to get it back and understand what happened.

So I get a new mattress for which I am responsible for delivery fees and tipping. (seems a little unfair, but I was excited for a new bed) But now only about 5 months later this new bad is even worse than the first one!

Customer service is making me go through this same ridiculous process of measuring everything, being in front of my bed when I call, etc.

I really don't even want another mattress from sleepy's! I want my money back. Especially since I was told there was nothing they could do to ensure me I wouldn't get a THIRD DEFECTIVE MATTRESS.

In my mind, there is no way this isn't a scam. They can make some extra money off you buy hoping you upgrade in the mattress and delivery fees, so they send you defective merchandise. I am only one person, but I will do my best to tell everybody I can not to buy from sleepy's. I will tell them what a TERRIBLE EXPERIENCE I have had with this company.

I have been sleeping on my couch or horizontally in my bed it so awful.

We purchased a Queen Kingsdown mattress from Sleepy's for a spare bedroom in late 2008. We started sleeping on it on a daily basis last year and recently noticed a bad sagging on both sides, resulting in back pain. Their warranty assessor came out and we received a letter stating that it was "Not Up to Manufacturer Standards" and offering an even exchange or store credit to reselect. We opted for a simple even exchange and called to set that up. They have the audacity to not only attempt to change me TAX on a replacement mattress, but an additional delivery fee! Both combined, it was close to $200 that they were demanding we pay out of pocket to get a DEFECTIVE product replaced through their warranty! I told the rep that there was no way we were going to pay to have something that shouldn't have failed in the first place redelivered and tax on the second mattress, when the product price and tax should be a wash. She refused, stating that they (Sleepy's) needed to pay their drivers and pay to ship the mattress back to Kingsdown for warranty evaluation. THAT'S THE COST OF DOING BUSINESS! Not something that should be forced upon your customer! I'm disgusted and still sleeping on a defective bed. No way are we going to give them another dime of our money when the product we paid for should have held up to warranty standards in the first place!

On 9/20/11 I went to Sleepy's to purchase a Tempedic bed in West Springfield, Ma. I told the salesman what I was looking for and explained about my bad back, lower lumbar problems and how I had limited income due to my wife being handicap as well as myself having the disability with my back. I wanted the back to go up an dlegs to go up as well. Just like the picture in their add. But not a queen sixe. He said "You don't want that." I will try to save you money and include the best pillow I would lay my head on. I'm 6'5" with an 8' wing span. I tried out a few of the beds while we were talking about the third bed, another customer came in, and he left me there for about 15-20 minutes. Then he came back to me.
We sat down to make a deal and he's printing up an order when another customer came in and he left me there again for another 10 minutes. By now my back is killing me, and my wife is waiting at home with no one there and it is almost closing time. When he finally sat down with me to make the deal. He said, and I quote "You are going to love "Sleepys" gaurantee. If at any reason you are not satisfied with your purcahse you can just return it. So I signed the paper work. At no time did he say I could not return the motorized unit. Had he told me, I would not have purchased the unit.

Delivery took 15 days. When they called me the day before, I had my old bed removed so there would be room for the new one. So now I had no bed. I told the delivery people that the item they were delivering me was not right. He assured me it was, so I signed the paper work, accepted it because I had no other bed. They brought in a box spring, which I did not order, so he called the office and they credited me for it and they took it back. Why would their sales associate offer a box spring for an adjustable bed? After they set it up, I measured it. It was only 3 feet wide. Too small. The pillow smelled funny but I tried it anyway and after just a couple hours I had a rash on my face. They bed itself, did not have the legs go up nor down, only the back went up. As well as the mattress was not the right one for the frame. It was not what I wanted or the impression he gave me that I ordered. I tried the bed for about 2 weeks and going on what he told me the gaurantee was I attempted to resolve with the store.

He charged me 139.99 for a twinmattress bed that the competotors sell for 69-70$. I was supposed to get free delivery and he asked me to pick it up. I tried to get the bed returned because the product sold was not what I wanted or told what I would get, nor did the product actually go together. The salesman when I entered was friendly unitl I told him why I was there, he then became extremely uncooprative, and said we don't take the beds back here and no motorized returns. Also, the sales man that sold me the bed no longer worked for them. I tried to explain he sold me stuff under false pretenses. I feel he sold me the product to get the sales and lied during the sale just to get it.

They over charge my credit card by 1214.55 ! Then had the nerve to cancel my order just days before Christmas even after confirming that it was in stock and would be delivered on the 23rd of December. This put our credit card over our limit and caused us to not be able to do our shopping for Christmas. My wife was embarrassed when our card was declined at Walmart and she had to return all of our purchases. Sleepys is The Scrooge of Christmas for us for 2011. We will never do business with you or 1-800- mattress which is the same company unknown by many because of how poor they did business. They also will NOT return your phone calls! Amy Keller with customer service is a ### too and could care less of our delima they put us in. She promised to return my calls and never has to date! If you want to get screwed and robbed then buy from these thieves who ruined our Christmas!

I went into a Sleepys store to purchase a Tempur-pedic mattress. The salesman said that I had a 90 day home trial to try out the mattress. I financed $3500 for the mattress and took it home. After 60 days I returned the mattress cause it was hurting my back. I needed a more firm mattress, which I purchased from the same Sleepys. The mattress I chose was $1500 less than the original mattress. I'm thinking great, I get the mattress I really needed and save some money. Yet I was told I had to spend the same amount that I originally spent. Why would I spend more money for a mattress that is priced $1500 less? I complaint to Sleepys and they basically told me tough that's what the contract says so I have to pay the original amount. In this struggling economy with people trying to make ends meet and save a few bucks, Sleepys strong arms the consumer once they have them locked into a contract! This is the beginning of this war and I refuse to let the small consumer, me get treated like this!

Great presentation and sale with promises 3 separate times "You don't have to worry- we have a Low Price Guarantee". Bought a $5, 000 set at a great discount, but one day before a holiday week. I have been around retail on the manufacturer and retailer side so I know to ask "What if you run a sale tomorrow?" "No problem"- the eager sales guy replied "You have 30 days for the Low Price Guarantee".
Of course the new sale prices a couple of hundred bucks lower the next day, nothing earth shattering, but I had my stuff delivered days later DURING THIS SALE EVENT, and asked the store if they could just credit me $ or product. "Sure!" they said, but you have to call corporate in Hicksville, NY for any price adjustments.
Sleepy's DOES NOT GUARANTEE pricing AGAINST THEIR OWN SALES- Just everyone else's. The supervisor basically said "You should have bought during the promotion" which was 12 hours later. This is a no brainer, just do the right thing. Apparently they do NOT care about repeat business. I will find every web site that does reviews and post this.
SLEEPY's does NOT care about you once they have rung the sale up.

I bought the Dr. Bruce firm mattress in mid august..by Sept. both my husband and myself had deep indentations under us when we lied on the bed. The bed was also extremely soft and squishy and the mattress cover was not even attached to the mattress so when you rolled over it got all bunched up. When you sit on the edge of the bed it sinks down about 6 inches. I went in to the store and was told that they were sorry but it was not there problem and that I needed to call the warranty department to have someone come out and measure the bed.( While at the store I retested the bed in the showroom and it is definitely a different bed than the one I got at home!) I called and of course, there was not a 2 inch dip on the mattress when no one was sitting on it. The inspector said " There is something wrong with this bed but unfortunately if there is not a 1 1/2 inch dip when we do the string test then it is not defective...! I then got the report, which of course said the bed is not defective, and I called to argue my case to no avail. I was told that the bed is from International bedding and that is there policy. I asked what SLEEPYS policy is and they said we go to the manufacturers and Sleepys has no warranty. This is a SHAM and I was Duped...this is not the end. I am hiring an expert and suing Sleepys under the guidelines that I did not get the bed I purchased.

I had a very terrible experience at Sleepy's. They seem to know what they are talking about, but in the end, I know they are just good talkers who scam people out of their money. The first time I walked into the store they sold me a bed for at a good price because they did not want me to leave without making a purchase and my budget was only $700. However, when I received the mattress, it was not how it was at the store. I needed to return the bed. They made me pay another $800 to exchange the bed because I had to get something of equal or higher RETAIL price. I did not want to make the same mistake again so I trusted their advice. The saleswoman convinced me that since I am a small girl I would need a plush bed. They even made me complete a computerized test to make it seem very legitimate and quoted research studies from prestigious universities. I purchased a Miralux Queen size mattress with split box springs. Within one week, I have been have severe back problems and I am now sleeping on the floor. I have checked reviews for Miralux and it has many terrible reviews. I wish I had known this earlier. Now, I cannot use this bed and I will probably just have to throw it away. I feel duped and out of $1000+. I will never buy anything at Sleepy's again.

We bought a $3, 000.00 mattress from Sleepy's and were told it had a 100 % lifetime guarantee. The only clause in the warranty, we were told, was that if any stains got on the mattress it would void the warranty. I told the sales man that we could not buy it then because I have night sweats. He told us they sold a special mattress cover made specifically for that purpose because it was mostly couples our age that were buying the specific mattress we were looking at. He said the mattress cover was guaranteed against night sweats, and a whole list of other things.

Within one year the mattress began to fall apart so we filed a claim. Sleepy's called back and said the mattress was not in bad enough shape for them to replace but the box spring was defective and needed to be replaced. They wanted $91.00 to ship us a replacement box spring! We called them back and told them there was absolutely nothing wrong with the box spring at all but the mattress was shot. They sent the inspector out again. The inspector clearly admitted that he saw the mattress was damaged however now there was a small stain on the mattress. Sure enough Sleepy's called and said the warranty was void because of the mysterious stain. We told them that the stain was not there the first time he inspected the mattress and he took off the mattress protector and put it back on himself. We also explained that when we made the initial claim and the first batch of photos were taken there was no stain on the mattress. Sleepy's replied by saying that we needed to go to the company that made the mattress protector because night sweats should not have gone through it onto the mattress and the matress protector company (Metro Guardian) would replace the mattress under their guaranty. We called Metro Guardian and guess what! They said that despite what Sleepy's told us when we bought the mattress night sweats are not covered under their warranty and because I am having night sweats their warranty is void! WTH! How can any of this be legal?

Purchased a new mattress set at local Sleepy's store. Sleepys delivered a severley damaged mattress, springs exposed fabric separated etc. Immediately called showroom who gave number to customer service who shared that they would pass to Sleepys delivery department who would correct this. Delivery department "offered" to provide another new mattress for an additional cost of $100.00. I requested executive compliants department as this was absurd and was told I already had corporate who was working with me to resolve for $100!. After I shared that I would escalate since I purchased one item and received another unusable one, I was given a onetime $240 credit to go find another mattress in one of their showrooms but nothing is showing as available. Onetime will not be an issue as I will NEVER purchase from Sleepys again. I am in shock!

I'm not sure if I can articulate in writing how angry and upset I am with Sleepy's but I will give it my best shot.

I purchased a Sleep to Live bed with the understanding that this was the best bed under the sun and was really looking forward to sleeping happily ever after. The salesperson in the showroom was very nice and understanding to my concern of picking out the right bed for me. He seemed very knowledgeable of the particulars and had me convinced I wouldn't have any problems and the bed would be well worth discounted price of $1, 800 he gave it to me for. Unfortunately, that is not that case for me for many reasons which I will get into in a moment. I went to Sleepy's with my story for help and they basically stone cold turned me away saying sorry there's nothing we can do for you.

Here's the full story: My bed was delivered on April 3rd, 2011. It wasn't until after the 21 day comfort exchange is when the bed began to "settle" and I started to feel differently about the comfort of this bed - not to mention the smell. Let me just say for those who might be reading, if you have Asthma this is not the bed for you! The smell of the material that this mattress is made of is terrible and has still not subsided even after the 45 days that it has now been in my home - it's terrible. Secondly, after the mattress settled, I have been sinking into the mattress in a way that makes it very difficult for me to move around in -- I feel like I have to climb uphill to get out of bed and finally, when you are laying on your stomach - you nearly suffocate. The next issue I am having with this bed is the box spring. The sales associate explained that with the series type that I was purchasing (the 400 series) the box spring is a coiled / mattress-like box spring and it's made this way so that the box spring "takes some of the abuse that the mattress gets to make for a longer lasting bed" -- well, these coils squeak and this is now becoming the noisiest bed ever! Lastly, since this type of bed has the ability to be purchased with two different comfort zones (i.e., one side could be hard/the other side could be soft) I expressed concern about feeling a "seam" in the middle of the bed. He assured me that since I am getting the same type of comfort on both sides, I will not feel a dividing seam -- well yes I do. Again -- none of these things seemed to bother me until the bed settled. Finally, the mattress must weigh at least 100 lbs and to rotate this mattress is an extremely difficult task.

I called Sleepy's 800 number to see if, given all the circumstances I mention above, they would exchange the bed as a courtesy even though I am beyond the 21 day comfort exchange policy -- after all, it did cost me $1, 800 (not included tax and delivery). I wasn't looking for any money back -- I just wanted to select a new bed in exchange for this one. I found that the representative I spoke with from 1-800 Sleepy's whose name is Prudence was very kind but now, after my experience in the showroom, I can say she was also very misleading. When I called and explained the situation, she told me to hurry into the showroom to pick something else out before more time elapsed and they would try to work with me. She did say that Sleepy's wouldn't issue me a credit refund and I made it clear that I wasn't looking for money back -- I just wanted to pick out another bed in exchange. She suggested I pick another Sleep to Live but I know I do not want another one. I asked if can choose another brand in stead and she told me yes. When I happily got to the showroom and finally made my selection, the salesman told me that I must have misunderstood what Prudence told me because they will not exchange the bed after the 21 day comfort exchange policy has elapsed, no matter what. I was crushed, to say the least because I specifically confirmed with Prudence what I understood of her explaining to me on the phone and I even further clarified with some additional questions. Everything seemed to be status quo. I even remember telling her what day and time I knew I would be going to the show room and asked if she would be there at that time incase I had any problems and she said yes. Of course when I asked the showroom rep to call her - she wasn't there. The sales rep showed me his computer screen which had my account displayed and in the notes section from Prudence read **told customer we will not take back the bed** THAT WAS NEVER TOLD TO ME. I wouldn't have bothered wasting my time going to the showroom had I thought that was the case. The only way Sleepy's tried to help me was offering me what they considered an "outstanding" discount on the purchase of another bed. I am very reasonable by nature but given these circumstances, I cannot help but feel like I should be given the courtesy of an exchange despite the policy. Nor do I think the offer they made or any "discounted" offer they can make towards the additional purchase of a 2nd bed is just ridiculous -- what am I supposed to do with 2 beds?

I work for a very high profile law firm in NYC and I completely understand policies and executed agreements but at the same time, since we represent many fortune 500 companies I am also aware of customer satisfaction - especially in retail. I cannot believe that Sleepy's, who is proud to say they have been in business for 50 years and has 700 showrooms country wide, will not do what it takes to keep a customer happy - especially that I was replacing a previous sleepy's purchased bed. Obviously, I'm a repeat customer. I think their offer was insulting. I refuse to pay Sleepy's another $1, 000 plus tax and delivery (which is what they offered me for the Simmons Beauty Rest I chose). I would rather pay "full price" to another store than dare give my hard earned money to a company that genuinely doesn't care for their customers.