On May 28, 2000 I purchased a complete bed set from sleepy's show room in Wall NJ. As a well-known reputable franchise, in good faith we made a $170.00 deposit on a $886.75 purchase.
On June 30, 2000 an entire bed was delivered and ready for set-up by the furniture delivery men. They realized that the head-board was not complete and could not piece the bed together to the frame. They explained I would have to contact customer service to come with a whole new head-board and pick a new delivery date for that piece. I was satisfied, foolishly, with this answer, although not happy. I did not realize I would be charged on my credit card for the entire piece that was incomplete. I conveyed my problem to customer service and the head-board was to be picked up and a new one received on July 3, 2000.
On Monday, the furniture arrived as scheduled but the complete wrong bed showed up. I did not order this bed. I angrily refused delivery and called customer service. I questioned this mistake and informed them that it was terrible customer service to disappoint a paying customer twice. I was assured there would be no further mistakes and that all was taken care of. On July 6 sleepy's called to say they could not deliver during the scheduled time and i waited an extra four hours. Once again the bed arrived in an improper state, impossible to put together due to missing pieces. Rita, in the accounting department at Sleepy's customer service apologized, agreed that this was inexcusable and it would be fixed the next day, Friday. She said she had spoken with corporate head-quarters (while I was on hold), offered me a complimentary bed sheet set (which never came) and a $40 rebate on my piece (which also never came).
On Friday, I waited once again. No-one came. I called customer service and they told me no one had ever scheduled a delivery for me. At this point I felt I had done more than my fair share of waiting and being patient.
After several more calls of fighting with customer service at (800)Sle-epys, I went to the show room for help. I cancelled the order. Sleepy's showed up unnanounced and annoyed that I was not there on Tuesday to deliver the head-board I had cancelled. They tried to deliver the bed several more times and were insistant even though we told them not to come. They did not listen and continued to show up. Customer service told me they would not refund my credit card. I could only have store credit and I refused.
After 25-35 hours of waiting, 15-20 phone calls to customer service and 7 delivery attempts, store credit was not acceptable. They told me I signed papers agreeing to this, however the papers stated that merchandise ordered is promised for delivery on or before the stated date and, also stated, "If the merchandise ordered to you is not delivered by the promised delivery date, sleepys must offer you the choice of cancelling your order with a prompt, full refund of any payments you have made or to accept delivery at a later date. "
Sleepys ended up coming 7 times in total. After i cancelled the order they came 3 more times with the incorrect piece. They were unwelcomed and unprepared to fix the problem.
Sleepy's finally agreed to re-credit my credit card account.
3 months later I am still waiting for this to happen and my credit card has accepted the fight in my name. They are battling to get the money back even though Sleepy's changes their story all the time about how they have already done so/ not done so etc.
No refund has been given.
Manasquan, New Jersey