Sleepy's reviews and complaints 1
View all 102 complaintsSleepy's - Scam - order entered wrong in computer to get exchange fee from customer
Do not get caught in the scam by the Herndon Sleepy's store like I did. It's just a way for them to make more money. First my experience and then 20 tips to avoid getting scammed like I did.
On 10/26/09 I went to the Herndon Sleepy’s to buy a mattress, box spring & frame. I had never purchased a bed before, and I had not done any research prior so the salesperson saw me coming and took full advantage.
It all went so easy and smoothly and I thought what a great experience. I was WRONG! What I later discovered is that the salesperson had ordered me the wrong bed and so the wrong mattress was delivered. And even after I realized within 10 minutes after delivery that it was the wrong bed – I was stuck and had to pay over $300 to get the mattress exchanged & the right one delivered to me. In fact the color & texture of the firm mattress compared to the plush mattress was not the same so I knew very quickly upon visual inspection that I had the wrong bed but it was too late to avoid paying an exchange fee. So I ended up paying $839 tto purchase & deliver and then an additional $330 to have the mattress exchanged & the correct one delivered.
Here’s what you need to know - It doesn’t matter what the salesperson says to you – it’s all about what the salesperson enters into the computer and puts in the order. It’s all those numbers & letters that appear on your invoice that identify what mattress you are to receive. That coding identifies the type of mattress, the brand, the firmness, etc. You cannot afford to just sign blindly at Sleepy’s Herndon.
In my case, even after the salesperson & I confirmed several times that I wanted the Plush mattress – it turns out that he ordered me the Firm mattress. I know that this was deliberate scam because of the numerous times we discussed about how plush the one I selected was and how soft and I discussed how the other mattress was too hard / firm.
The sales people know that the store can get more money out of you later if they order the wrong bed and then you later have to exchange the mattress & have it redelivered, so it’s to their advantage to order the wrong bed for you.
Plus the delivery people who delivered the bed were idiots. My husband was on the phone with these guys for 30 minutes – first getting them to the right address, then to the correct apartment entrance, then into the complex. When I’m paying almost $100 to have a bed delivered to my home (which is an outrageous fee since I only live a few blocks from the store) then I at least expect the delivery people to know how use a map to find the street, and to understand how to identify the main entrance (look for the big sign stupid) and to know how to dial-in on a phone at the gate for admittance to the apartment complex.
We of course had to return the first mattress (firm) and order the correct mattress (plush) after agreeing to pay the additional $300+. Then once they brought in the mattress the delivery people wanted to rush us through and make us sign right away which we did not do because the invoice didn’t look right. I insisted the delivery person call someone to explain this second invoice to me before I signed again.
BEWARE – shop at Herndon Sleepy’s with your eyes wide open. Below are my TIPS on how I wish I had handled my shopping experience at this Sleepy's Herndon store. Learn from my mistakes so you don’t get soaked for more money like I did. I will NEVER recommend Herndon Sleepy’s to anyone. Follow these tips so you do not get scammed by Sleepy’s like I did:
1 - when you find a mattress you like in the store, take the time to search around the sides of the bed for the actual label - do NOT just go by the wording on whatever marketing sign they have sitting near the bed. Look at the actual label attached to the specific mattress you want and write down the numbers that appear in the couple lines right near the bar code. Those numbers are critical for getting the right bed ordered. Don’t be embarrassed if the label cannot be easily seen just tell the salesperson to move the bed so you can see the label. Insist on it. Not knowing exactly which bed you have selected and instead trusting that the salesperson will write it up correctly is a big mistake. You cannot trust the salesperson because he knows if you accept delivery / receipt of the wrong bed then they can make more money off of you later when you are forced to exchange.
2 - after the sales person writes up your order and flashes it quickly in your face - insist on taking the time to see what order number has been typed on the order and make sure it matches the numbers you copied off the tag. Every single digit won't appear on the order but you should see enough similarity to know it's the right bed.
3 - look at the paperwork the salesperson hands you before you sign anything. Be careful – the salesperson can say the right information but instead type the wrong order number or firmness or brand into the computer for the order and you will not get the right bed, which means you will have to pay $300+ to get the bed exchanged later. Be aware that the brand name on the sign by the bed may not match what’s on the order. Ask & make them explain it to you
4 – on the paperwork check for any 2 digit letter codes the salesperson typed with the order number like FM or PL. Turns out that is how they indicate if Firm or Plush, etc. Insist on the salesperson telling you what those letters stand for on your order and be sure that's what you selected. Otherwise they will deliberately write the wrong code so that you will have to pay a fee to get the bed exchanged later.
5 - ask them how much is delivery going to cost as the salesperson may conveniently not tell you how high that fee runs. You may in fact save money by arranging your own transportation to pick up the bed. (and if they deliver the wrong bed, you will have to pay a second delivery fee)
6 - don't just look at only the mattresses the sales person shows you in the store. In fact go to the Sleepy's website before you shop and see what is on sale & note the website pricing. In fact print off a page or two from the website and have in hand, so the salesperson will see that you are prepared. Otherwise they will not show you all the beds on sale. Plus when you visit the website before your shopping experience, sort the results you see by price or you may not realize there is a less expensive option available.
7 - be aware that if you don't make sure that the order is properly typed and submitted to match the bed you want - they will charge you almost $300 to make any changes after the bed is delivered. So don't be rushed and check the order carefully before you sign.
8 - as you are shopping (and before you say "I want this one") keep asking questions about each mattress you try - such as what is this - firm, plush, etc. Make sure you know what you are touching & seeing each time. Be very clear with the salesperson as to which firmness you want to buy.
9 - for the mattress you select - note the color of the fabric, the design of the fabric, etc. That will help when it's delivered for you to tell immediately if they've conveniently sent you the wrong mattress (as they know that for you to exchange later they can charge you more money)
10 - know that any "human error" (which is actually their deliberate scam strategy) that the sales person makes in placing your order will cost you money to exchange once they've delivered the bed. So do NOT trust that the salesperson is going to type up your order correctly.
11 - do not say things like "this is the first bed I purchased" or "I haven't bought a bed in a long time" etc. That's like telling the sales person you are ready to be taken for every dime they can get. Instead do a little homework on the Internet before you go in and read some of the websites with "tips for buying a bed / mattress" so you can go shopping as an informed consumer. Ask questions about the bed based on your research so the salesperson will not think you are a novice that can be sold anything
12 - when the sales person hands you the order invoice make him explain every charge on there. Don't just blindly sign the invoice like I did.
13 - ask the sales person his name BEFORE you close the sale so you know who to blame later. And somewhere on the order should be the sales person's code - be sure you know which line that is so when you file a complaint later you can identify who ran the scam. For example, on my invoice it says Sold by: EB211 which is assigned to that specific salesperson.
14 - do not be fooled by how nice or friendly the sales person may act. This person is not your friend - he's out to soak you for money. And don't let him distract you with idle chit-chat - stay focused on your bed buying.
15 - whatever bed the sales person shows you, ask "is there anything less expensive?" Keep asking. They will not show you all the beds on sale unless you already know from seeing an ad or looking at the store website. And the bed advertised as "on sale" may not be the least expensive one available - it's just the one they are promoting in the ads. By looking at the store's website in advance you will know which beds are the least expensive and what the beds should cost. You may actually find you can save money directly ordering from the Sleepy’s website than buying in the store.
16 – when the bed is delivered or picked up – look again for the tag attached to the mattress and find the numbers near the bar code. Make sure the numbers on BOTH the order & on the piece of paper you wrote for yourself in the store match the mattress you received. Look at the notes you wrote about the color & design of the bed you purchased and make sure it visually looks the same. Look for the letters used to describe the bed – firm (FM), plush (PL), etc to be sure it’s what you wanted. When the bed is delivered – do all these comparisons BEFORE you sign off on delivery. The delivery person will try to rush you by repeatedly asking you to sign before you have confirmed – just ignore him and don’t sign until you are satisfied,
17 when delivered, if you have any doubt that this is not the mattress you ordered (doesn’t look right; the order number doesn’t match; wrong firmness) do NOT sign as that’s saying you accept this bed as is. Insist on talking to someone about what you have been given and what you selected. Be aware that once you take that bed away from the store (if you are picking up) or once you sign the delivery form if delivered – you are stuck with that specific bed. And any changes required after that will cost you almost $300 to get the right one plus delivery charges! Exchanges are not done for free and they will charge you a second delivery fee even though they sent you the wrong bed!
18 - After purchasing your bed at the store, and before delivery or pick up of the bed, go to the Sleepy’s website and print off a picture of the bed you bought so you have in hand for delivery. It will show you what it should look like in some cases, and at the minimum it will give you the correct order numbering that is assigned to that bed so you can check the label attached to the bed when delivered. (if there's no picture on Sleepy's site, go to another mattress site to get a picture).
19 - After purchasing your bed at the store, and before delivery or pick up of the bed, try this on the Sleepy's website – pretend to buy the same bed on the Sleepy's website that you ordered in the store (but just don’t do the final online purchase steps). Then you can be sure that what is on your written order matches what appears if you pretend to buy the same bed online. . For example the written sign on the bed in the store which I bought said King Koil Comfort Solutions. But by going to the website afterwards I learned that what I bought was a Laura Ashely Home Inverness. So I could check the order to make sure the Asheley name & correct brand was on the order form. Had I done the online visit prior to deliveryI would have realized that I had been ordered a firm bed not a plush bed because of how different the order appeared online when I pretended to purchase.
20 - Do not expect any sympathy or caring when you figure out you have the wrong bed. At that point all Sleepy’s wants to do is make more money. They will eventually exchange the bed for an additional $300 fee and an additional delivery fee. Know that once you have the bed and have laid down on it - you have signed away your rights twice (once when you purchased & once when you received) and all they will do is tell you that there’s a big sign in the store notifying customers that they charge this fee for any exchanges. You can get as mad as you want over the situation but you’ve signed an agreement allowing them to scam you by sending you the wrong bed and then you end up paying them more money to correct their mistake. That’s why it’s so important that you get the information off the label attached to the bed in the store that you want and you keep checking that information throughout this process. Otherwise they can switch your order several places along the way, send you the wrong bed and then make you pay to get the right bed.
21 – don’t rush the delivery. and don’t tell them to deliver the next morning. Give yourself a day to do the search on their website as I’ve described above so you can be sure the order as appears when you pretend to buy the bed online matches the bed you selected & matches how the store order invoice appears.. If you can catch the error BEFORE you sign for delivery you will have time to change the order. But once the bed is in your place & you’ve touched it – then they are going to take you on a ride for additional money to get to the right bed.
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I purchased a Simmons beautyrest pillow top matress from Sleepys, and was delivered a matress that was as hard as a rock. I called to complain and request a new matress and was told to try it a little longer to break it in. I tried it for a couple more weeks and it did not get any softer so I called back and was told that I was out of the time line to exchange it that I could get a discount on a new matress! I only had this matress for a month! I told then that it was clearly defective and they said that they can't guarentee that the matress I recieve will be like the one in the showroom, then they agreed to send an inspector out to look at the bed withiin the next five days. After 12 days I went down to the store and was told that the inspectors were backed up and I should hear something that day. I recieved a call later that day and was told that it was not their problem so they would not send someone out, then I was once again offered a discount on a new bed! I informed them that the matress was causing me physical pain but they don't care... This is the worst customer service I have ever experienced in my life! Unbelievable..
I currently have a S&F Plaza Terrace Room Firm King set. The first mattress that I received was extremely deformed with a huge lump near the head and a bent corner. By the time the new mattress was unwrapped my old one had been taken away. I was assured that another one would be sent out the following day and it was. The second mattress smelled like smoke. I thought the smell was from the packaging and I figured it would go away. It didn’t. After a few days of sleeping on this mattress a large depression formed and the mattress began to hammock. I laid a straight edge across the bed and measured a full inch of depression (inch and a half at the seems). My back was hurting and I could not sleep comfortably on the mattress.
I took my complaints to both Sleepy’s locations on Route 211 in Middletown, NY. I spoke to Jill who had sold me the mattress. She was eager to help me but two other people, who appeared to be her supervisors, would not allow her to make an exchange. I was given two options. I was told that I could have yet another mattress exchanged free of charge or I could pay for a comfort exchange. I was not pleased with either option and I reluctantly accepted the third mattress. I am completely dissatisfied with this product and the your service. All I wanted when I walked into the store was a good night’s rest and I haven’t gotten it. I am sure that it will only be a matter of time before I have to call and have a fourth mattress delivered to me. I’m telling everyone I know to stay away from Sleepy’s. They don’t stand behind their product. I spent over $2, 000 on garbage. I want a refund.
I had a WONDERFUL experience with Sleepy's here in New York City, specifically the Sleepy's on First
Avenue (1115 First Avenue.)
Sophia was my salesperson and she was helpful, didn't rush me to make a purchase and went out of my way to explain the pros and cons of each mattress.
My delivery was scheduled for Saturday been 9AM and 1 PM. I received an automated confirmation call the Wednesday before the Saturday delivery.
I received a live phone call from the driver --Jesse-- at 11:30 AM Saturday morning, confirming he'd by there before 1PM.
He arrived at 12:30--was pleasant, very fast in taking out the old mattress/box springs and putting in the new, confirmed with me the codes of the mattress/box spring that they matched what I purchased, and then
was gone.
Again, no complaints!
Yes, I also have such a horrible experience like yours. I will stay away from Sleepy's in rest of my life. First, we paid off everything already, but their computer system said that we just paid the deposit. After we figure out that was there computer system fault, them the delivery problem came up again. Everytime I call to the store to make appointment for delivery, they just answered "Our computer system is down, call us tomorrow." I wonder how could they service custemer with such a crap computer system?
Because thay don't have such a "Custemer Service", I guess I will do this way next time...Go to sleepy's and test on every bed, and have a detail discussion with their seller, but always act like I want to buy something from them. As long as that I know what kind of bed that I want, write down the product number, and "SHOP ONLINE." I guess this is the only way that I revenge a company with no "Custemer Service". Complain is useless. I will encourage my friends to do so as well.
At least I don't have any such bad experience with online store since I start buying things online many years ago.
Sleepys sells mattresses on the internet and in local retail stores. They charge more if you purchase in the local store. Even shipping has a different charge, it is $69.99 on the internet and $89.99 at the store. One of the mattresses i purchased was $779 on the internet and $864 in the store. This is from the same company. They claimed to me that it was done to pay the salary of the salesperson. This is a rip-off much less bad customer relations.
My partner and I went into sleepy's to buy a new bed. The salesman has us lay down on some "machine" to determine what type of bed we need. Which was all fine but I didn't really buy the whole concept. However, so the machine select a "green, sleep to live, 200 series" bed. We lay down on it and it is very comformtable, squishy, flexible etc. The kind of bed I like. I do not like firm mattresses at all. We negotitate a deal. Both matress, boxspring and bed frame ($500) cost $2400. We say we can't pay that much but eventually we arrive at $1800. As I'm signing to purchase the bed, the salesman goes over their return policy. He says I have 21 days to return the bed if I'm unsatisified but they will charge me $350 to do it, then I'd have to pay for the difference with the new bed. I said why would I return the bed?
We get everything the very next day. However, I lay on the bed and it is entirely different from the one in the store. It is so stiff. Seriously, like sleeping on a table.
I double check the tags and even go back into the store to double check my purchase. I verified that the bed in the store had the same tags as my bed. However, the bed is the store was exactly what I thought. Flexible, compfortable not stiff at all! I ask another sales person about it and they said that I need to give the matress springs time to adjust to my body. REally? Well it's been 3 weeks and now my back is killing me. This bed is so uncomfortable. Since it's after the 3 week mark, they won't return it. However, I can't afford to get a new bed. This was horrible.
As I write this I am waiting for Sleepy's to deliver my replacement mattress via warranty. When delivery gets here I must refuse the box springs they are charging me $600.00 for and call my credit card rep to dispute the taxes... there is and overage here of over $700.00 and customer service is doing their best to double talk me all morning. Yes, Mame, but after the replacement of the yadda yadda and the charges for yadda yadda your total is yadda yadda . Buddy, I have a calculator too and am right with you.
Let’s go line by line. I know you are not telling me that you do not see the problem, right? 45 minutes of this. It was like dealing with a politician’s double talk and David Blaine magical manipulation by of reality via slight of hand, but in this case numbers.
Less than one year ago, 2017, this newlywed purchased a King Size Sealy Posturepedic Island manor set from Sleepy's. It didn't take long for me to make jokes comparing this bed to the I Love Lucy episode where The Mertz's and Ricardo's are forced to spend the night in a dilapidated shack next to a train yard out in the boondocks. The bed the Mertz's are assigned to have a huge depression where they would roll into a heap towards the center. Ethel’s solution is to tie Fred to the frame with his bed shirt. My husband refuses to comply with this solution, so we opted for the replacement Our back’s are killing us from lack of any support…and this bed is not only no good for sleeping, but for anything else--if you get my drift-- as you are basically stuck in a depression and can’t move.
So here is what they did. My credit is for $1, 375.26 to replace mattress and one box spring (there are two box springs side to side under a king, and one was ok).
I choose 2 pillows for $99.00. Delivery is $89.00. Now for some stupid reason, when the sales guy told me the difference was $864.17 (as he ran my credit card) I sort of stammered as I questioned and got out of it that was the price differential for the mattress and taxes. It sort of made sense at the moment. But soon as I left the store, I knew something was wrong. My immediate investigation revealed that I’d been charged for 2 new box springs to the tune of $271.46 and $271.47 for a total of $542.93. And that I am being charged $192.00 tax as if I had purchased the replacement mattress!
Well, that was yesterday. We shall see what happens when the mattress is delivered and what adjustments are made. Will it be that because I caught the bamboozlers they will simply comply or will they continue the shell game?
And for all this, from what I have read on this board, I am probably getting another defective mattress.
Update. They have arrived. Called customer service to refuse boxsprings. They say "Mame, we are going to remove your old boxsprings because they do not match the brand of mattress that you choose as a replacement. If you do not buy the the matching boxsprings ($540.00) your warrenty is void as well. On and on until I was screaming like a loon. So I put her on hold, tipped delivery and asked them to leave.
I did not apprize her of the fact that the delivery men were gone and allowed her to rant on about confiscating my old box spring..(Yes, makes no sence as they refused to replace it or extend extra credit towards mattress if I kept defective box spring). once she heard delivery was gone, she became more cooperative. Well. sort off. What a nightmare. So they are voiding warrenty on this mattress for using a different manufatures brand, cancelling the credit for the box spring reducing the amount toward new mattress and charging me the price of purchasing the mattress alone. We are in dispute ladies and gentleman. Let's see what these sneaks are gonna do next.
PS. My new mattress is hard as a rock.
I do believe and hope that company like Sleepy's should disappear soon.
I was moving to Canada, so purchased a mattress frame (Pentagon City where I lived), shipped the assembling boxes to a moving truck upon delivery. When arrived in Canada, I realized Sleepy's did not send me the right assembling boxes, which made the frame useless. I contacted the company in several different ways--call, internet, online chat with no use or help. I finally got a call in two weeks, but they asked me to contact a manufacturer providing me only the name of the manufacurer--Moriva with no tel number. They said I need to find their number on the internet on my own[!]. No such company I could find on the internet, of course.
I even suggested sending the boxes to Sleepys back to US, they say nothing will work unless the manufacurer sends me the right assembling box. They just keeps telling me that there is nothing they can do as I moved to Canada--no return or refund policy, too. If I ever used the mattress frame, I won't feel this bad. They are the one who sent me the wrong boxes from the begging in the US (not the manufacturer as this is a mistake related to logistics or order process, not the product defection), but now say that they can not do any at all, even if the manufacturer cannot help me. It's very disappointing and unlcuky, for my part, to have a transaction with such irresponsible company. I have no idea where I should find my consumer right--lost in border.
I ordered a king size Fashion Group platform bed from Sleepy's about a year ago. It was of poor quality, and the slats have been gradually failing, and this past July, the whole bottom caved in. I called customer care and asked for a replacement. They said they could not replace the whole bed, but only the slats--which were a "special order" item and would take 3-4 weeks to arrive. This alone is absurd, as this was not a "custom" bed--it was a standard inventory item that they probably sell thousands of each year. There is no reason why slats should take a month to send.
I did not heard a word from Sleepy's since the re-order was made on July 27. I called today (Sept 20), and was told that the slats had still not arrived. I asked why, and the representative said he had "no idea" but guessed that they had arrived damaged and were sent back and re-ordered. I asked why I was not informed of this, and that I would have to wait another month to be able to sleep in my bed. He again said he had "no idea, " but that the warehouse "doesn't communicate" with other divisions in the company, and that the company has become "too large" and can't accommodate customer care issues.
He advised me to call 1-800-SLEEPYS, which I did, and was told the office was closed. I then went to the online customer care chat on the Sleepy's website, and explained the issue to a technician. He interrupted to tell me to call 1-800-SLEEPYS, which I reminded him was closed. I continued explaining my issue, and he said "Unfortunately I have no way to assist you -- I'm in the wrong department." (I am not making this up.) I asked him which department he WAS in, as this was supposed to be "customer care." He said again, "I can't help you with this issue."
I told him I would post the chat to the Better Business Bureau website and asked to speak to a supervisor. After a ten minute delay, he told me to (you guessed it) call 1-800-SLEEPYS. I reminded him a second time it was closed, but called anyway. I was told by the operator that customer care was closed, but demanded to speak with a supervisor and that a chat representative had told me to call. Mysteriously, they weren't "closed" after all, as my call was transferred. When I spoke to the supervisor, he was curt, offered the most insincere apology I have ever heard, and told me that all I could do was wait. He told me that the August arrival date I had originally been quoted was an "estimate, " and that the actual arrival date would be early October--over a month later, and a week later than the local store representative had told me just an hour earlier.
I asked why no one had called me to tell me the order had been delayed. He said he had no explanation. I asked why, if Sleepy's really cared about their customers, they would not just replace the whole bed instead of putting a customer through this kind of hassle. We're not talking about a $2, 000 mattress here. The bed frame was all of $350--half of which is probably a markup. It would have cost Sleepy's a measly couple hundred dollars to stand behind their product, but instead they chose to be cheap, dishonest, and rude. Their company is so large and inefficient that the warehouse, stores, and corporate headquarters do not communicate, and the customer gets lost. They sell poor quality products and make it difficult to impossible to get a replacement. They treat customers like they are expendable idiots.
I will never shop at Sleepy's again, and I will tell every single person I know to avoid the headache of dealing with them. and they can count on a complaint being filed with the BBB.
Incident = I had purchased a Simmons NXG in February 2017. In August my husband was complaining that he felt like he was rolling off the bed and in September I actually looked and noticed a bulge so large (for a bed under a year old). It was so unbearable he literally was sleeping in another room and I called to complain. I was told it would be 2 weeks until an inspector would call with an appt and we were called and the soonest appt was the middle of October. We waiting and that day the inspector (from BEDCHECK) cancelled and told me a person would be coming back from leave and servicing my account. I was actually never called and called Sleepy's 5 business days later to inform them of my lack of communication. I was then called by Vicky, inspector number 2. I had a date scheduled again and that day she cancelled. She rescheduled for a Saturday 1.5 weeks later. She no showed. I called sleepy's who not only gave me the run around but who blew me off and was told w
ell she was no longer working there and guy number 1 was going to be on my account. We are working on 2 months now. He comes the day before thanksgiving. Looks at the bed - tells me happening to all of my beds (again spending $2400) and that the defect was beginning on my side now.
I have to then call Sleepy's who tells me that my husband who literally is falling off the bed that the damage isn't bad enough and that the warrantee won't cover. Sleepy's will do a partial credit.
Between customer service, their third party inspections, and their lack of service...I would suggest that anyone, anywhere never purchase from this company. It has been a headache, heartache, and wasted thousands of dollars as well as work time for a true issue that is left unresolved.
Damage Resulting = Loss $2400 for a bed I have had for 9 months, plus not able to sleep with my husband for 2-3 months