ComplaintsforSit 'n Sleep, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Went to SitNSleep in *********** on Memorial Day. The salesman Rich, was nice. Used the automated system but **** never discuss it, just started showing me mattresses out of the budget. They were great getting a mattress and frame I could afford. However, the sheet set received was NOT the same showed/sold me. The protector received did not fit the mattress. The protector for the side sleep pillow was square. Was told the excess could easily be folded up. The cover bunches up too much for comfort.**** never indicated at any time what the cost of the side sleeper pillows were. found out they were $135/ea from the sales receipt.Originally, delivery was for 05/28. Then changed to 05/31 because the mattress and frame were coming from different locations. No one could print out a deliver receipt showing a 05/31 delivery date but assured it all deliver 05/31. The night of 05/27 automated call received stating delivery would be 05/28. I called delivery to check. After some conversation I was told everything but the mattress was being delivered 05/28, which was useless. Asked that all be delivered together as promised. Got another call that delivery would arrive in 20 minutes. I again had to stop working, call delivery, and ensure they were not delivering the frame without the mattress.Told Rich needed 14" of clearance under the bed for storage. Told no problem, extenders available. When delivery arrived, the delivery person said bed came with no extensions and the area under the bed is only about 10". Called store, spoke to ****, who said he was "just a delivery guy and didn't know what he was talking about". **** insisted on sending me a picture of the floor model, which served no value. Turns out the delivery person was right! **** also said that frame was not stable at 14", making that frame useless.I am requesting a credit for the sheet set that was NOT what was sold to me, a discount on the pillows, and a mattress cover that fits or refund on that as well.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased this adjustable bed about a year ago for 8k it worked wonderfully for about 4 months all of a sudden, the adjustable frames are making vibration noises and a lot of creaking sit and sleep also went to the store where the bed was purchased. I was given the information on the extended warranty that I purchased. I thought this would be coming easy process to take care of my new. This all started about seven months ago. It took approximately 4 to 5 months before the warranty company sent a Technician out to my home For them to tell me that the problem with the frame or the two motors at the head and at head and the feet which I was already aware of and had told them that these are the problems nevertheless they sent out a technician many months later I still cannot use the bed and the features that I bought for all these months **************** is absolutely horrible. Im beyond frustrated so I reach out to **************** at ********************** again, there is a lady that works for them. That actually is very kind. Help me finally get someone to come out and install the parts that were ordered and sent to my home. I had an appointment today June 7 between the hours of 8 AM and 11 AM I get a text message that the technician had an emergency and cannot make it out today. I called the company and they said that the technician in my area how so I called back **************** the woman that usually helps me happens to be off today. Im done waiting on this expensive bed set up that I purchased in order to not have these problems and the quality is absolutely horrible especially what I paid for I would want a full refund. I want to wait, Im beyond frustrated Sit N Sleep and theyre extended warranty companies. Do not help the consumer. Its a big lie. Do not purchase an extended warranty from Sit N Sleep or purchase anything from Sit N Sleep. I want this matter rectified please contact me someone from the Better Business Bureau to help me Thank you

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,On May 12, 2024, we purchased an adjustable mattress from Sit and Sleep, totaling over $7,000. During the purchase, the salesperson assured us multiple times that we could return the mattress if we were not satisfied. He clarified that while the base ($1,400) was non-returnable, we could return the mattress for a $500 restocking fee. This assurance was repeated throughout our interaction.After receiving the mattress and using it for ten days, we found it unsatisfactory for several reasons:The noise from the inflating and deflating mechanisms (the mattress is part air) was disruptive.There was significant weight transference, affecting our sleep quality.The accompanying app inaccurately reported our sleep patterns, claiming we slept well despite experiencing restless nights and often not sleeping on the bed.I contacted the salesperson via email to initiate the return process. He inquired about the reason for the return, but after I explained, he stopped responding and effectively ghosted us. Subsequently, I spoke with the store, where I was informed that we could only exchange the mattress, not return it. This contradicts the assurances given by the salesperson at the time of purchase, and the store does not carry the mattress we desire as a replacement.Additionally, the salesperson did not provide us with a copy of the sales contract, leaving us without written documentation of the terms discussed at the time of purchase.We feel misled by Sit and Sleep's sales practices and are now stuck with a mattress that does not meet our needs, contrary to the promises made during the sale. We respectfully request your assistance in resolving this matter by facilitating the return of the mattress as originally promised.Thank you for your attention to this issue.*********************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 9, 2021, my parents purchased a queen sized bed from sit n sleep. This was a gift from me to them. When they purchased, they were told they had a 10 year warranty. They delivered the following day, upon which, the delivery men installed the bed in the room and also removed the tags from the mattress, only leaving the tags on the base of the bed. Fast forward 2.5 years later, the springs in the mattress can be felt when laying down. We called to see if someone would come to look at it and an inspector was sent out. He took pictures, did his testing with the equipment he brought and told us that it did look like the spring was sticking out. When the report was sent to the company, the company refused to do anything as the measurements were still showing within limits. They also stated that they could not honor the warranty due to the missing tags. It has been an ongoing issue with this mattress. I called again today and was told that even IF the tags were on the mattress, there is no way of honoring the warranty as the mattress is still within the limits they state. So what does the warranty cover? My issue is that it is uncomfortable to sleep in due to the springs digging in to your body and actually hurting. So at this point, what is actually covered with the warranty from the manufacturer? The bed is not even 3 years old for it to be having all these issues and customer service is no help. I requires a copy of the report from the inspector and was sent a copy of the invoice, which I already have.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the mattress approximately a year and a half ago and there inspector came out and found that the body impressions exceed the normal warranty parameters. They have declined my request to replace the mattress because there was a stain on the mattress.My attorney wrote them a letter, which they have not responded to.I wrote a letter requesting the name to the person to be served and have not yet received a response.I want a replacement of the mattress, or refund, not a discount on another mattress.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  01/31/2024

  In reviewing the customers complaint, we assisted the customer with filing another warranty claim and have agreed to replace or return the mattress. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello to you and thank you for your help. My wife and I purchased a King **** adjustable bed on 3/19/20. Order # and invoice # are both *********. With the 10yr extended warranty and 6 other items on the bill, we paid a total of ********. The item in question is the mattress itself which was ********. The problem is that the right side has a deep depression caused by a 14 inch foam separation not allowing air to fill or release for adjustment. The 1st inspection was on Sept. 16th 2023. *****, who did the inspection, did not do a full check. He found a small fist size make-up stain and basically said the warranty is void and would not be considered unless the spot was completely removed. We were referred to PureCare and spoke with ***** ************** and a tech. came out and successfully removed the stain. To reinstate the claim, we paid an additional ***** to be reinspected. *************************** from ************************ did a full, professional job. Took everything off, found the foam separation, and took measurements. Also, he cited that there were NO stains and the claim should be back in play. This was on 12/11/23. On the 14th we got the email saying " you have been authorized for replacement of your Mattress only". The authorization expires 15 days from this date which would be the 29th. I'm at a disadvantage if this includes the holidays. My warranty book tells me the from my mattress code, WY-SL within 4 years is a " period for no charge repair or replacement". Long story short, the store manager who was assisting me, said the mattress now sells for over ******* and have to pay the difference. After my questioning this, he offers me some discount which knocked it down to about *******. The store managers name is *******************. I have all of the documentation ready for review. I have more documents to share. 2 pages are the receipt and the other is the warranty page with the quote from above. Pics won't download. Thank You, ***** and ***********************

  Business response

  01/24/2024

  We have exchanged this customer mattress on 1/2/2024. It appears this has been successfully resolved. Our records indicate the customer paid a total of $103.29, which includes both delivery fee and taxes. 

  Customer response

  02/06/2024

   
  Complaint: 21039258
  
  I am rejecting this response because:
  Even though we got a mattress,  it was not the same mattress.  Whether or not the mattress increased in price, the exact same item should've been replaced.  Especially when it fell well within the warranty time frame as given by sitnsleep. Will Not purchase from there again.

  
  Sincerely,
  
  ***********************

  Business response

  02/20/2024

  Our records indicate that a different mattress and model was selected. The sales consultant worked with the guest to provide them with a great deal on the exchange of their mattress.

  Customer response

  02/27/2024

   
  Complaint: 21039258
  
  I am rejecting this response because:
  Though the matter is now closed, there were a few things in there *************** that indicate the mattress should have been exchanged for the same product regardless of price increase since time of purchase.  We were within the 4 year time frame as stated on the warranty. And the stain policy is totally ridiculous and had nothing to do with the problem. Done with S& S
  Sincerely,
  
  ***********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Exchange order: ********* (9/9/2023)Exchanged our defective mattress under the 10-year warranty due to expire in October 2023. Wanted to exchange it for the same model and stay within the same price range. Rep advised that this model no longer exists and to select a new model. During our shopping experience we were misled to purchase the revised model from Calista **** firm, to Carbon XFIRM. The mattress sold to us is not representative of what we had and the firmness is so profound that has triggered medical issues affecting the shoulder and hip, causing for us to not be able to sleep. The rep failed to advise and/or recommend perhaps the firm version and/or a more suitable mattress for someone suffering from joint issues. When contacting the sales rep to obtain a resolution, including offering to pay more for a more comfortable bed, he dismissed us and advised that we should stand on it frequently for a month to break it down and make it comfortable. That there are no comfort exchanges. Since then, we received a call offering us a time exchange to purchase a bed at a significantly higher prices, to pay delivery and re-stocking fees and no warranty. Its been over 2 weeks of no sleep and now dealing with shoulder and hip pain.

  Business response

  10/09/2023

  Customer's warranty period expires Oct 12th of 2023- they were approved for warranty replacement and selected the model in question. It was the closest comparison near the price range & the customer did try it out in the showroom before completing the transaction. It is normal for an extra firm or firm mattress to feel firmer within the first few days/week as there is a break in period. Although we don't normally offer a trial period on warranty replacements, we did offer the customer one final exchange - they have the option to select any mattress of equal of greater value. We did also approve to reduce the restocking fee from 20% down to 10% & it is up to the customer to visit the store to make a new selection. 

  We cannot offer any refunds or futher accommodations aside from what we have already offered. 

  Customer response

  10/11/2023

   
  Complaint: 20680152
  
  I am rejecting this response because: What was offered, was essentially to pay over $2k for a different class and with zero warranty. We were not offered once to consider and try the firm bed part of the same series, instead, we were misled to buy the **** FIRM, or pay more for the next luxury brand. The salesman spent most of his time reviewing our warranty history instead of asking what the customer needed; moreover, he made a personal and less than professional choice to profile the wife and problematic,simply for asking questions. In now reading reviews from many, including witnessing that mattress to not last more than 1 to 2 years and sinking in the center within months and then find out that you aren't able to replace it with the same series of bed and only being provided options to either go less comfortable, or pay a significant amount for the next series, it does cause concern that this warranty is manufacturing strategy is simply to mislead and trick the customer. The pain caused to my spine and joints and almost 1 month of no sleep and far exceed the cost of your uncomfortable bed. This is not by any means a comfortable, or quality product.
  

  Business response

  10/15/2023

  We have made the offer to exchange the mattress and have not made a recommendation as to the price difference. The price difference is determined by the selection made. We need them to visit the store to make a selection in order to determine if there will be a price difference.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a Kingsdown Mattress from Sit n Sleep on 6/24/2022 and delivered on July 2. 14 months later (August 2023) the mattress started to sag on both sides and formed a hump down the middle of the mattress (very uncomfortable to sleep). Called **************** (CS) and told them of the problem. They sent an Inspector to the house to inspect the mattress. His comment upon seeing the box spring and mattress was it looks like new. He did his inspection and said we could contact CS to get the results. Prior to the inspection, my wife received a call from CS and the lady she talked with said if the inspection report shows a defect, they would either replace the mattress or refund our money. The Inspection Report said the mattress is defective. CS refuses to refund our purchase price and conviently CS can't find who told my wife about the refund.. They will only replace the defective mattress. If we choose a lesser priced mattress they MAY refund the difference. I am afraid if we replace the mattress we will have the same problem down stream. I want a refund of the purchase price. My dealing with Sit n Sleep has left a bad tast in my mouth and I now don't trust them. I need your help to resolve this issue. Thank you for your time and appreciate your efforts to bring this issue to an end. I can send you a copy of the Inspection Report/with picture and copy of the sales slip, just let me know ************* and email, ********************* Based on our dealing with Sit n Sleep they appear to be a rip-off company.

  Business response

  09/14/2023

  We have approval to replace a defective mattress for ************, under warranty. Per the manufactures guidelines, we can offer only a replacement for the defective mattress as we do not offer refunds. We did offer the opportunity to allow the customer to select a mattress of lesser value so we may refund the price difference as a way to compromise with him. We do understand the hesitation to trust our company based on the experience but we are standing by our obligations under the warranty guidelines. Our corp office received his letter, as well & reached out to ************ to reiterate our offer 

  Customer response

  10/09/2023

   
  Complaint: 20539213
  
  I am rejecting this response because: SnS sold us a defective mattress as verified by their own inspection & further substanciated by a Proffessional Mattress Salesman stateing that the ridge in the mattress was caused by standing or storeing the mattress on its side for a long period of time causing the weight of the mattress on itself, causing the ridge.  The lady (*****?) that called my wife & told her they would write us a check & refund our money, in full, if the inspection found the mattress defective & they claim it was someone from the ****************** who called (I would put nothing passed SnS company).   It was like pulling teeth to have SnS finally offer a lower priced mattress & refund the difference (this should have been one of the first things they offererd).  SnS is a very big company & they take advantage of it's customers.  They are the worst company we have ever done business with in over 63 years.  They just want to push another problem under the rug & loose another customer. 

  Thank you,

  *****************

  Business response

  10/15/2023

  We've made several attempts to offer different options to resolve this for Mr. ***** *************. He has rejected every offer we have made. We have picked up the mattress on 10/15/23 and approved the full refund which will be processed within **** business days. 

  Customer response

  10/20/2023

   
  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.  However, I would like to keep this complaint open until such time as I receive the total refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  RE: Order# ********* (placed on 6/12/2020)I called to check sit n sleep worranty ***** if I have warranty because the twin-xl bed was broken and mattress is sink in.Originally, *** *** told me that its under warranty and theyll ship the replacement bed by Friday Which ***y didnt.I then called and spoke with another ***. and the ***. stated that he could not find the claim and order. He told me that I dont have a warranty/its expired. I then threw the bed.I stopped by the sit n sleep store and spoke with the sales personnel and he advised me that I still have warranty for both mattress and bed.I called sit n sleep and let them know abt the warranty. *** *** inquired to send the picture of the bed. I told him that I threw the broken bed the same day after I spoke with the ***. *** *** advised me that he will send someone to inspect the mattress. *** manufacturer denied stating the Mattress has stains.I made the mattress clean. *** manufacturer denied it again. ***re is no stains may be the mattress looks like old and on picture seems like it has gray shadow( I sent picture for sit n sleep warranty ***** too) My question is why the first *** told me the replacement bed will be shipped and Ill receive it with in a week and *** 2nd *** told me that no warranty for mattress.. Whats going onI need someone to check the phone records b/n me and ***.Please Help!

  Business response

  08/06/2023

  After reviewing account details, I see we did process a warranty claim for this mattress, however, we did not receive an approval for replacement as there are stains on the mattress, which void the warranty. We are happy to offer a discount on a new mattress, but we are unable to offer an exchange or refund. 

  Customer response

  08/07/2023

   
  Complaint: 20313821
  
  I am rejecting this response because: Due to their ********************* advise (I threw my bed and kept the mattress unprotected. I need someone to check the phone records b/n me and ***. **** 2 years ago) and  how the Customer *** advised me in regards to the warranty.
  

  (Complaint Details
  RE:Order# ********* (placed on 6/12/2020) I called to check sit n sleep warranty ***** if I have warranty because the twin-xl bed was broken and mattress is sink in. Originally, ******* told me that its under warranty and theyll ship the replacement bed by Friday Which They didnt. I then called and spoke with another ***. and the ***. stated that he could not find the claim and order. He told me that I dont have a warranty/its expired. I then threw the bed. I stopped by the sit n sleep store and spoke with the sales personnel and he advised me that I still have warranty for both mattress and bed. I called sit n sleep and let them know abt the warranty. ******* inquired to send the picture of the bed. I told him that I threw the broken bed the same day after I spoke with the ***. ******* advised me that he will send someone to inspect the mattress. The manufacturer denied stating the Mattress has stains. I made the mattress clean. The manufacturer denied it again. There is no stains may be the mattress looks like old and on picture seems like it has gray shadow( I sent picture for sit n sleep warranty ***** too) My question is why the first *** told me the replacement bed will be shipped and Ill receive it with in a week and The 2nd *** told me that no warranty for mattress).

  Note: I'm requesting the replacement bed/mattress.

  
  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. ↩