Complaint Review: Sleepy's

I bought a $2206.96 Mattress set at Sleepys less than 3 years ago.  Its a Serta and the customer service rep in the Warrantee dept at Sleepys confirmed that it has a 15 year Nonprorated warrantee plus 10 added years prorated.

I explained that I had detected a deep depression in the underlying mattress several months ago but took a while to find my paper work to report a claim.  The rep was very friendly and helpful BUT explained that they needed to assure the Serta company that the depression was at least  1 and 1/2 inches deep when tested.  I explained it was a model with a "pillow top type" addition over the mattress itself.  He said it had to be tested and that we could do it ourselves which would save time in securing the replacement.  The self test was done by using a Kit sent from the " MATTRESS MARSHALS"   Those folks are a company located in Florida and  all they do is verify the defect for the mattress companies all over the US. 

So, I was told if I agree to use the kit it would be sent out on the following Monday or Tuesday (it was Friday when I called Sleepys initially) and obviously would arrive in NY approx 5 or 7 days from shipment. The rep inisisted this was the best and quickest way.    If we waited for an appointment to have someone come out, it would be three to four weeks.  

So I agreed to the Kit and it as of Now it has yet to arrive.  It is now March 21. 2016   So now, I have lost all that time and no help.

BUT more importantly, my husband said this is rediculous BECAUSE the extra top section of the mattress is not defective.  Its the underlying mattress that has the depression when a person lies on it.  So the pillow top will pop back as soon as you get off the mattress.  The depression can't be disagnoised by the kit they intend to send. 

It's a run around from the Sleepy's customer service and the process is designed to postpone our resolution.  This is no way to treat a customer who spend $2200 for a Superior mattress with an extraordinary Warrantee.