Complaint Review: Sleepy's - Martinsburg, WV

I'm writing this, not to thank Sleepy's, as I believe they owe their customers accountability for the products they sell.  I'm writing this for the general public, so they may be aware of other means to help solve their problems.  Sleepys stopped selling Kingsdown mattresses because of the reasons I stated in my first complaint.  I was told that by delivery people that worked for them!   I would encourage you to search every avenue to get your problems straightened out!  I would complain to the BBB, in NY,  your State's Attourney's office, New York States Sttourneys office, Federal Trace Commision, Consumer Reports, and any Federal office you can think of.  Even though they changed out my mattress, they charged me to have it delivered and some kind of Consumer warranty fee of over a hundred dollars.  Be aware of whom your dealing with and make a wide berth around any of their stores!

I was told a personal customer support specialist would be appointed to handle my complaint.  I have yet to hear from her or from any one person in the company that even gives me their name..  When I filed my initial complaint on the phone last week, I was told about the kit AND instructions would be included to email them the pictures and form.  Well, none were included.  So, I had to send about four emails because I could only include a couple of pictures in each due to their server not accepting any large files and or multiple pictures!  We are seniors........I am 72 and we had to drag this mattress off the bed to photograph it at different angles.  Then we had to find the "tag!"  They required two pictures of that.  Pictures of the top of the frame.  Our frame support is an Queen Privia Power Base That was specified by the manager to use and he even gave us his "friends and family" coupon to use to get a discount.  He had to call his manager to get special permission to use it.  Course he didn't put the phone on speaker........so............A little cardboard card with lines you place on the mattress with a string across in front!   What in the world are they thinking?  What a sham!  Everyone knows that most foam they use in mattresses today are quick recovery and the only way you can tell the foam has collapsed is to lay on it or push down on it with your hands.  I even had to crawl on the floor to get pictures of the underside of the frame.  I'm waiting for them to say something about the frame.......a frame that costs originally $1800.   I spent most of last night and all this morning contacting the people that I have to contact to get help on this because I believe I won't from Sleepys.  My heart goes out to all the people that filed online and still are without help or any resolution. 

I received the packet in the mail today to (supposedly) assust us with our claim.  It consisted of a small cardboard stand that folds to stand up, and a piece of yellow string with two small plastic packets of sand!  You lay the string across in front of the small cardboard stand. We are seniors, retired military!  Hello "Stars and Stripes" and "Millitary.com!"  They expect us to lift this mattress and photograph the frame system!  Our frame system is the electronic bed that Sleepy's sold us to partner with the mattress !  Take a picture of the support system front and underneath it!  Oh yes, that means crawling under the bed!  Several pictures of the mattress tag!  By the way, it's still on there! All bedding components require pictures to determine their warranties!  It's highlighted  In yellow.....same color as the string!   My phone is charging, so I'm waiting for that to finish before I finish taking pictures.  I want many people to know of their shabby attempts at placating their customers!  One thing for sure, no matter what you do, the "hump" shows up! 

Please note the "hump" in the middle of the mattress along with the sagging on each side.  It gets even worse after you've been in bed and the mattress absorbs heat from your body!  I included a picture of the yard stick laying on a flat surface to show that it was completely level.  I've already emailed these pictures to the Customer Service "Specialist" at corporate Sleepy's.  Just a few weeks past six months since purchase, it is truly a nightmare!

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We thank you for taking the time to share your feedback with us. It is greatly appreciated. We are sorry to hear of the issue your are having with your new bedding. We have located your account based on a previous post and will have one of our specialists follow up with you accordingly to further assist in resolution.