I went to Sleepy's on 8/23/09 to check out their mattress protectors. I wanted to get something to protect against bedbugs, since they are such a big issue in NYC these days (not that my apartment is infested - it is not). This Sleepy's store only carried one brand of mattress protector. I asked the salesperson many questions about the mattress protector, but he couldn't tell me much. At some point, he opened the zipper pouch the M.P. came in to remove the warranty card to read me what was on it, and show me the fabric the M.P. was constructed of. He handled the fabric and suggested I do the same.
I specifically asked him what the return policy was for the product, since I wanted to have a chance to do some research on the best M.P.s, and have the option to return this one if I found poor independent reviews. The sales rep told me that if I "took the M.P. out of the bag and put it on the bed or something, there's no way you could return it." He implied that if I did not remove the M.P. from the bag, that I would be able to return it.
After researching online, I found ZERO independent reviews of the brand of M.P. I had bought at Sleepy's with regard to bedbug protection, so I decided I would return it. At no point did I open the bag after I left the store. However, when I went back 2 days later to return it, the sales rep (a different one) refused to accept the return, on the grounds that Sleepy's policy is no returns on opened mattress protectors. When I insisted he call his manager he did, but the manager also refused to accept the item, despite my explaining that I had not opened the item - but that sales rep who sold it to me had (in the store).
The purchase agreement (my receipt) does say on the back: ""Sleepy's will not refund or exchange opened sheets, pillows, or mattress protectors." Well and good, but that doesn't contradict the fact that the sales rep who sold it to me told me otherwise.
I called the 800 customer service number to complain that the sales rep who sold me the item had misrepresented the company's return policy, implying that I could return the M.P. as long as I didn't remove it from the bag (whereas now they were telling me I couldn't return it since it was a zipper bag, so there was "no way" they could tell if it had been opened or not. Basically saying they did not believe me!). I spoke to someone who promised to get the regional manager, Edward Jasko, to call me within 2 business days. I never got a call, so 4 days later I called again. A rude customer "service" agent told me that there was no way Sleepy's was going to authorize a return. I repeated my request to have Mr. Jasko call back as promised, to which I was told he would be given my message. Of course, I never heard from this regional manager despite 2 promises to have him call me.
2 days ago, I emailed Sleepy's customer service, telling my story in detail. I got a reply after 3 full business days, basically telling me that my case had been reviewed, and since I signed a purchase agreement, they would not accept a return. I wrote back, emphasizing the circumstances - that the sales rep had been the one who opened the bag, and he told me I could return it if it wasn't removed from the bag. Also, I signed an electronic capture credit card reader, not the purchase agreement - so I was NOT aware of the printed policy at the time that I signed. My signature was printed on the purchase agreement, but I did not physically sign the agreement, so to hold me responsible for knowing the contents of the purchase agreement prior to sales is at the least sneaky, and at the worst not quite legal, I'd think.
The second response I received was downright rude. An exert: "About your complaint about the salesperson misrepresenting the company’s return policy, our terms and conditions are on writing and you hold a copy of them. If you didn’t agree with them at the time you didn’t have to take the product."
Well. Never at any point did Sleepy's acknowledge that the sales rep who sold me the item and misrepresented the product acted improperly, either by OPENING the product himself on the sales floor, or telling me that I couls return it if I didn't remove it from the bag. Instead, they lay the entire blame for the situation on me the customer, despite the fact that I never saw the sales agreement before my signature had already been electronically printed on it!
I am shocked that such a big chain store has such dishonest sales tactics and takes no responsibility for its sales reps, from the store manager all the way through the so-called "customer service" department. I would never buy from Sleepy's again, and I encourage everyone to read some of the other stories from disgruntled Sleepy's customers before spending a dime there.

We bought a Sealy’s Plush Gentle Tide bed that is supposed to have a 10 year warranty on it. The bed started sinking in the middle within 6 months but at first it was not affecting us but several months later it started to affect our sleep and was making a loud squeaking noise. We went into a Sleepy’s store about and the representative told us on worries we have a 10 year warranty on the bed. At the time we were going through our own personal situation so once things calmed down we contacted Sleepy’s customer service and had someone come out to assess our bed.

The man came to evaluate our bed and said it was sinking and the sound was coming from the sinking mattress. He wrote up his report and concluded that we need a new mattress. So they send us a credit for the mattress only. Our only option was to exchange the bed for a new one as there was no mattress with in their credit price.

When we called about the exchange we were informed we had to pay a deliver cost of almost $90, for their defective product. We were able to get them bring the price down to $55. The delivery guys come in with an attitude problem; they throw our mattress onto the ground and hold it up to the window. He starts inspecting the mattress and finds one small not visual to the eye yellow discoloration on the mattress. He says needs to call Sleepy’s about this problem; I said what problem are you talking about? He just walks out of our apartment. Sleepy’s immediate calls our phone. They proceed to tell me that they can not take the mattress back due what they called a blemish. I told him the inspector found no stains and said it was a faulty bed that started sinking. The supervisor Jerome Jones in the Delivery Department said there was nothing he could do about it. I said this man came in looking for a problem; he did not inspect it for the fault he just threw it on the ground looking for any problem he could find.

We have had a mattress cover on the mattress since day one, there is no way we could have caused a stain. Maybe the stain came from the sweaty delivery guys that delivered initially or the inspector who took it off the box spring and put it on the floor. So now we wasted our value time to deal with a company that never intended on exchanging their faulty product. I have had two other Sealy beds and not one of them ever sank, this is an obvious defect. We spent good money to have a well known brand that was backed by a warranty and quality products. Instead we endured the worst customer service in America, I sometimes wonder if this is a foreign company because it has no customer service. And the only reason they keep expanding and profiting is because they are selling faulty, already used, cheap beds at extremely inflated price. They have no regard for the consumer, so do not fall for their conniving sales people because once there is a problem they will not be so nice.

In July 2007, my husband and I were in the market for a very nice mattress. We wanted something super comfortable and long lasting. We decided on a Sleepy's pillow top with a cost of over $3000.00. Clearly we thought our expensive, plush mattress would bring us comfortable, restful nights for many years to come. WRONG! Despite turning our mattress as per recommended schedule, it began sagging after two years. My husband began waking up with sore shoulders and scapular discomfort, and I with a sore back. After attempting to nurse our ailments to no avail, we consulted with a chiropractic orthopoedist, who said our problems were due to our mattress. I called Sleepy's and had the mattress inspector come out to the house. First of all, she never even sat on the bed, let alone experience the sinking ship feeling when you lie down. All she did was take pictures and measure the pillow top. Needless to say Sleepy's said the measurements do not warrant a replacement. Quite honestly, I wouldn't take another Sleepy's mattress if you gave it to me. My husband and I have since moved to the spare bedroom on a super mattress called the Englander from Bedding Barn. The chiro was right! Our physical discomforts have dissipated and so has any future business with Sleepy's. I have since replaced my other Sleepy's mattresses that I furnished my real estate properties with, to Bedding Barn mattresses. Bottom line, Sleepy's sells crap mattresses, regardless of the price. They don't stand by their product and they're not customer service oriented.

We purchased a mattress from Sleepy's on May 25, 2009 and were dissatisfied due to the fact that the mattress was not what Sleepy's claimed it to be. It is a Dormia PostureTemp Memory Foam mattress that was supposed to alleviate back pain which both my spouse and I suffer from based on a disc problem for myself and my wife's pregnancy. We contacted Sleepy's to exchange the item for another and we tried to abide by Sleepy's "Comfort Exchange Policy". They quoted us a reasonable price which they did not hold to. When it came down to the final price they wanted to charge us an extra $600 dollars for a mattress that was less expensive than the one we were trying to return. Sleepy's not only lied about pricing, but they did not provide adequate customer service, or hold to the implied warranty that the product would do as they claimed.

We have paid for a mattress that we cannot use therefore we are out $1000.00. Sleepy's will not exchange the mattress without an extra $600 charge. If we are to buy another mattress we would have to pay to have this mattress moved and/or stored. My wife and I are both suffering increased back pain due to this new mattress that is supposed to alleviate back pain.

Sleepy's Trexlertown, PA is a total rip-off business. They sold my senior citizen in-laws a $1, 200 mattress that was so foul smelling that the smell could not be removed by any means! When contacted regarding the smell, the customer service people were rude, inconsiderate and completely uncaring. They told these folks to air out the mattress because all new products have an odor for up to a month. Right - the odor actually permeated into curtains of the bedroom, the furniture on the enclosed porch to which the product was removed and was even desirable from outside the home!

When contacting the Sleepy's location for a solution to this problem, my in-laws were told they had to be patient. Sleepy's then offered to sell these 75 year-olds another mattress to replace the offensive product, charge them for pick-up and removal of the stench filled King Koil product that they had just charged them to deliver or nothing!

Repeated calls for assistance were futile. We were treated in an extremely condescending manner, told that the problem was ours and did not receive return phone calls that were promised. Customer service was actually customer disservice.

Contacting the local Chamber of Commerce resulted in an explanation that this vendor was well known as a problem location. The chamber recommended contacting the Better Business Bureau to file a complaint. The BBB told my in-laws that this location had so many complaints that another one was meaningless!

Meanwhile, the mattress - now on the back porch - filled the house with stench, caused my ailing mothe-in-law to require medical intervention and left these poor souls with no recourse but to purchase another product from another vendor.

Not wanting to see others suffer through a situation like my in-laws were subjected to, I would counsel anyone and everyone to avoid Sleepy's Trexlertown like the plague. If people refused to patronize this awful establishment, the vendor would have to change, become more ethical and give some consideration to his customers.