ComplaintsforSleepMart

• Initial Complaint

  14/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a mattress at SleepMart on Feb 25, 2024. There is a 100 day guarantee. I couldn't sleep on it as it was far too hot and too firm. SleepMart attempted to give me a coil mattress instead of the plasma, but phoned later that day and said they had already sold the coil mattress(es). They sent me a different plasma mattress On March 18, 2024 that was supposedly better. It wasn't as hot as the first one, but is still too warm, and too firm. I cannot sleep more than 2 hours at a time on this mattress. I tried to make it work, but it's no good for me. I explained that I had visited my sister and slept on her pull-out couch that is more than 30 yrs old, and I slept very well on that lumpy old mattress.Having tried a reasonable time to adjust to the new mattress, I contacted SleepMart on April 24 to again ask for a coil mattress. I was told that it would ***********-8 weeks, which would put me outside the 100 day guarantee. I asked that the 100 day guarantee be put on hold during the wait period. I have not heard from SleepMart since, although I have emailed and visited the store.Please help me settle these issues with SleepMart. I would like an acceptable replacement mattress or a refund.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  purchased 2 TXL **** ******* adjustable Base (U/B lighting) 2 TXL ********* floatation max ******** 1 empress pillow 1 emperor pillow 1 split king ***** set 2 TXL ******** protector.we were promised we would receive the firm ********es. we received the softer ********es. ** **** started getting severe backpain after one night. we called them numerous times before they answered our call. they said the firm ******** were an upcharge but they would exchange them at no charge. we said we were told we were getting the firmest ******** at the time we paid our bill. they exchanged the ********es and after 2 nights ** **** continued to get no sleep and continued to have severe back pain. i called back with no return calls. i call the home show organizer and she said she would call them. 1 hr. later **** called and said they did one exchange and would not consider another exchange or refund. i said we wiuld keep the bases and to give us a credit and we would buy a coil pillow top ******** from them. again no response.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a mattress the last Saturday in November from store at Broadway and oak.Mattress was promised to have below qualities.1. Sleep cool 2. Softness 3. mattress was of a specific type.Mattress delivered December 2. Exceedingly warm, exceedingly hard and different mattress than was sold in the store.Spoke with sales rep in person December 3, was advised that he had no idea what I was talking about, was berated and was promised a callback that was never received.

  Business response

  28/12/2023

  Here at Sleep Mart, customer satisfaction is paramount.This is why all of our mattresses are labeled with their model, and why we ask our customers to verify and sign their product order. It is for this reason we also have our customer sign the delivery slip to verify that what they are receiving is what they ordered. When the customer came back to the store after delivery, they complained the mattress was too firm. The customer was informed that they have a 100 night sleep trial that allows them to exchange their mattress for one of equal value or pay the difference if they decide to upgrade. The customer declined to exchange their mattress. They were informed that a supervisor would reach out to them as soon as possible. When a supervisor did so, the customer was again informed of the 100 nights sleep trial that would allow for an exchange of the mattress for one more to their liking. If the customer so chooses to contact us directly, they may still exchange their mattress within the 100 nights.
  
  

• Initial Complaint

  14/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We attended the ***** Valley home show on April 15, 2023. While there we purchased an adjustable bed from Sleep Mart ******. We were told the bed came with a 100 day, 100% comfort guarantee. We paid a total of $6720. After completing the purchase, we were then told that the sale was nonrefundable, and the guarantee was for exchange only. After considering cancelling the purchase, we were guaranteed by salesman, ****, that we would be completely happy with the bed, and he would do anything necessary to ensure that, up to, and including upgrading the mattress to the "top of the line mattress"The bed was delivered on April 22, 2023. We immediately noticed how much we loved the bed for watching TV and it's adjustable positions, but we were both waking up with extremely sore backs. We we decided to give it an honest try, but after a month of waking up with sore backs, every day, we contacted **** at Sleep Mart. We were then informed that he would upgrade us to the next level of mattress, but at a steep up charge, and not a straight exchange as we were led to believe. ****** rationale, for this was, if you bought a ******* with a satisfaction guarantee and brought it back because you didn't like it, they would not give you a ******* in exchange. I completely agree, but I am quite sure they would set you up with another *******. ****** ******* ** ******** **** *********** ** *** ***** ** **** ** *** *** ******* **********. * ******* **** ** ** ************ He informed us over and over again at the time of sale that he would "upgrade us to the top of the line mattress, if need be." This was a major purchase for us, ** ** *** ******* ** * ***** ******. We would have never purchased this bed, if **** had been straight with us, and informed us of the actual circumstances regarding their warranty. ** *** **** ********** ****** ** *** *** *** *** ***** ****** ** ********** *** * **** ***** ****** ***** ********** ********** *** **********

  Business response

  27/06/2023

  The issue has been resolved. We deeply care about our customers and strive for the best customer service. The customer has received an exchange at no additional cost to the customer.

  Customer response

  21/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The resolution is acceptable but but I would like it noted that the representative from Sleep Mart informed me that he was upgrading us two or three levels, when in fact, he upgraded us one level. However, we do appreciate that an exchange has been made, but feel honesty in the future would be a better policy.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩