ComplaintsforSit 'n Sleep, Inc.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BUYERS BEWARE!!!! , I purchased a bed from sit and sleep around a year ago and was sold by the employee to purchase a floor model or as is model from them. I told her i was concerned because of potential warranties or coverage. SHE INSISITED the bed was covered by a 10 year manufacture warranty and if there was ever an issue to call customer service and have someone come out to inspect. Well one year later this bed is sagging like crazy, causing spinal, back and neck issues. I call and **************** insists that the ********************** agent must have lied and that their was not a manufacture warranty and that I'm out of luck with any sort of warranty. Saying i can call the store and talk to them and then the store just gives me the run around and says i need to call customer service. I'm just warning you now to take your business elsewhere based on the unprofessionalism with my experience. There's so many great companies out there and it seems sit and sleep cares more about their profits then making sure their customers are taken care of and happy. I will be looking into legal options against them for being manipulated and lied to when purchasing a mattress.

  Business response

  08/16/2024

  We reached out to our customer and scheduled a mattress inspection which has taken place. He has been approved for warranty replacement. We will be scheduling his exchange soon.

  Customer response

  08/28/2024

   
  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.

   

  I would like to have my complaint deleted as they have taken care of the situation 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mattress is seeking in and I had a report in 2020 and I was told that I could exchange my mattress, first the company placed better support under my bed so I agreed. Now in 2024 I m having the same problem as before. My mattress is not comfortable, I have sleepless nights and back pain. The inspector that just came out last week he did not do a good job. He had a cardboard bowel with measurements as he pushed down on the bed compared to real people sitting on the bed. I called customer line 3 times yesterday the fourth time I finally spoke with some one after I called the store mainline number. I prefer to have my warrant granted because I have a 20 year warranty and I would like to excise my right has a consumer. Sit n Sleep is not in compliance with the law that meets the consumers requirements . If you read other complaints you can see that that changes that need to happen. BBB please help me to resolve this issue before it becomes a civil issue. I dont recall receiving a contract copy only signing paperwork online for the purchase opening a line of credit.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a mattress at Sit n Sleep in May with a 29% discount off retail (it wasnt on sale nor a floor sample). Turns out the mattress is too firm, causing discomfort, back **************** We gave it 10 weeks hoping it would break in & be comfortable enough to keep. We decided to exchange it under the Sit n Sleep 120 Night Sleep Trial policy with a 20% restocking fee up to a $500 maximum. We went into a store, selected another mattress (same ******************* with a retail price $500 more than the original mattress. So far so good. The store manager then informed us that he could only offer a 10% discount on the new mattress & the exchange would cost an additional $2,095! We were shocked, as this meant we would be paying more than the full retail price of the new mattress. The store manager told us that we were returning a used mattress so he could not apply the same discount. But isnt that the purpose of the 120 Night Sleep Trial & the 20% restocking fee? Nowhere in the policy does it say discounts received on your original purchase dont apply. We tried to reason with the store manager asking him to honor their pricing structure & simply apply the same or similar discount on the new ************* would pay the difference + sales tax + $500 restock fee + delivery. The response was I cannot, theres nothing I can do. Interesting, that just 2 days later, Sit n Sleep had the same mattress on a flash sale for 20% off. Its not that they cant do anything, its that they wont. They wont because they know they have the upper hand & are taking advantage of their customer by sticking it to them. This is apparently their unadvertised policy, as we received similar results at two stores. Their policy/practice is devoid of customer satisfaction. Its dishonest, unfair, greedy & unethical. As long-time customers having purchased two expensive mattresses, we are very disappointed with Sit n Sleep. We will not purchase from them again.

  Business response

  08/27/2024

  We worked with our ********************* and reached a satisfactory agreement regarding the price of the exchange mattress. We have completed the exchange.

• 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,
  
  ***********************

*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. ↩