ComplaintsforMancini's Sleepworld

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought an Heirloom brand mattress that was way too soft. So we went to exchange it a few weeks later since they allowed 120 day guarantee. Our salesman told us that you only get to return or exchange one time. So I told him that since we are unsure about what mattress will be right for us, that maybe I will just return it then, and go buy from Tempurpedic direct so I can get their 90 day trial. So he then said nevermind, since I am buying a Tempurpedic now, I will get another 90 day trial.Well a couple months later this mattress is not right for us and we went to exchange it and were told by the store manager that the 90 day rule does not apply.We tried discussing further but were quickly accused of being dishonest and the store manager would hardly even talk to us about it. We were told that their region manager would call us to discuss; but he never called and doesnt return my calls.At one point I was talking with the store manager and I was concerned that we needed to resolve this before the 90 days was up, and he confidently said that doesnt matter since they dont do the 90 day trial on Tempurpedic. Then once the 90 days past, he used that as a partial excuse, saying that sometimes they can do that but we are past that now; even though my discussions started before the time period was up.

  Business response

  03/14/2024

  Good afternoon,

  I am sorry to hear  that your interaction with Mancini's Sleepworld staff has been less than stellar. I hope that given the opportunity, we can change your opinion about the company and our policy to be received in a  positive manner. I was able to look up your account with the information provided in the complaint. With that, disclosed an offer for an exchange at a 20% service charge rate. This opportunity was offered in January ********************************************************** the exchange. You may contact your sales representative who will assist in facilitating the exchange. Let me know if this response fully addresses your concern. Thank you

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over $6000 for this bed. I am extremely handicapped and within one and a half years I lost the remote to the part of the bed that helps raise the head and feet up! I paid over $80 for a new replacement remote! That didnt work so they sent over two men that dont even speak my language( English) to try to fix it, they were unable to do so, so then I was told they want another $1700 just to fix it! I am by no way, **** and money! I live off of my Social Security! My dad who just passed away bought me this bed! And then, when the two men that came over to try to fix it, they didnt move the bed back so my wheelchair could fit in so I could get into bed! I do not recommend this company at all! I am going to be filing a complaint with the Better Business Bureau! People be very very careful when going through this company! I am one very very very angry, 70-year-old woman

  Business response

  01/09/2024

  Good morning,

  I am sorry to hear about this unfortunate situation along with the passing of your father. My condolenses are extended to you and your family. I was able to look over your account using your email address and discovered it was reported that the adjustable base now works! The scheduled service call was cancelled and all is well. Thank you for bringing this to my attention. I will speak directly to upper managerment about your case becuase as a company, we strive to provide top notch service. It is imparitive to us to take these matters seriously and handle with ****** I wish you the best.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In September I purchased a mattress, upon delivery I noticed a strong odor. After 24hours of mattress in the home, I was becoming increasingly ill from the toxic fumes emitting from mattress. Company removed mattress after 3 days, and subsequently charged me ****** for restock/ delivery charges. The product was clearly defective, possibly over sprayed with fire ******ant. I should have been refunded the total amount I spent for this toxic mattress.

  Business response

  12/14/2023

  Good morning,

  It appears a refund was added to your account on 12/4/2023 for the amount you have requested. You will see this transaction on your next billing cycle. 

  We apologize for any inconvience and hope you consider us when needing a ******* nights sleep in the future.

  Customer response

  12/15/2023

  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The following is the letter I wrote to ************************* on 9/28/2023 but did nor receive any reply.I have purchased a "********* brand" queen size mattress for my 8 year old son back in November of 2021 (he was 6 years old then). I explained to the sales person that I wanted to protect this bed if and when my son peed. They assured me of the "Protect-A-Bed" mattress protector. I bought three or four of them so I had plenty of spares. Back in March of this year, I reported to the store that my son's mattress is stained with pee and I was told to contact the "Protect-A-Bed" to resolve the issue because it looked like the protector was not doing it's job. I then contacted the customer service at "Protect-A-Bed" and after going back and forth via email and sending them pictures and the way I launder the protector, I guess "Protect-A-Bed" concluded that the customers are supposed to look for defects and they said the protector was damaged. They agreed to replace it and they sent me a new one nut they did not want to do anything else for the stained bed. I never bothered to make a big deal out of this stained mattress and accepted the fact although it is difficult for me to accept the result/outcome they gave me because I followed all the procedures outlined.So when I received the replacement unit from "Protect-A-Bed" in March/April time frame this year, I used it right away but the problem came back and it leaked again and stained the mattress even more. I told the store that they have misrepresented the product and misled me with the purchase because I did not expect the protector which is supposed to protect, did not do it's job I told them that they have misrepresented the product they sold me and that a reasonable solution is to replace the stained mattress at no cost to me. They came back that I should pay $380 if I wanted a new mattress. I feel that I was misled with the product they sold me and that ******* misrepresented the entire leak protection.

  Business response

  10/06/2023

  Good afternoon,

  We are sorry to hear that your experioence with Mancini's Sleepworld has been less than stellar. Please email ***************************** with your complaint and a District Manager will contact you. 

  Customer response

  10/07/2023

   
  Complaint: 20704795
  
  I am rejecting this response because: I have already tried to have the district manager call me several times and they have failed to reach me. I even scheduled a day at a specific time, but I did not receive a call. If the district manager can call me, that would be great. There is no need to send email to ***************************** as they already have my contact information. Please have ***** or another district manage call me or be specific with the time and day. The problem with the district manager is that they always call from different phone numbers and when O try to return their call, they are not there at that number. I leave a message and they never call back. That has been the problem ever since I have reported this problem.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a king ******** from Mancini's Sleepworld in ********** We didn't buy a ******** at the time because our baby coslept with us and we used the ******** on the floor. Time passed, our daughter got older, so we ordered a king ******** from them. When they delivered the ****** the matress was not a good fit. The delivery guys swore to me that we didn't have a king ********* we had a cal king ******** and so they left with the frame. I called the store where we originally purchased the ******** and they confirmed that we indeed had a king ********* They sent the delivery guys back with the king ****** which was still a very ill fit. We decided we needed to purchase a higher quality king *** frame from a different company and when we did, they confirmed that we indeed have a cal king ********* not a king ******** like ****** keeps insisting. Our ******** is also missing the law tag. I suspect we were delivered a used *** in the wrong size, however, Corporate refuses to take responsibility.

  Business response

  09/29/2023

  Hello Birdie,

  I have had a chance to look up the account with the contact information provided. I'd like to extend an apology for the inconvenience. We want you to be happy with your purchases from Mancini's Sleepworld. Unfortunately, I do not see you listed anywhere on the account. Therefore I can only disclose general information. Attached is a copy ofour terms and conditions. If we receive notification that you are authorized to speak on behalf of this account, we will comply. Until then, please read over the terms and conditions and I advise the purchaser of thisproduct contact us. Thank you

• Initial Complaint

  08/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/21/22 I purchased an AIRELOOM BAY PREFERRED COLLECTION AMARGOSA STREAMLINE LUXURY FIRM EASTERN KING ******** from Mancini's Sleepworld in ********** ********** for a total price of $5359.58 from salesperson ***********************. I expressed my needs for a firm and supportive mattress - he assured me this mattress with its Latex topping would remain the same firmness it felt in the store. He assured me that I could exchange the mattress at a pro-rated price even after the initial trial period (which was a set fee for refund or exchange). *********************** is no longer an employee of the store.After about 7 months the latex topping began to soften dramatically. The bed now sinks terribly, to the point my partner has to grab the edge of the bed to pull herself out of the bed if we are both on it. I am a fit 6'0" male at 195lb and she is a petite female at 5'4" 135lb. I enquired to Sleepworld with no reply, not knowing **** is no longer an employee. Eventually my complaints made it through to *****************************, who assured me of the 10 year warranty - and set up an inspection.During the inspection, the inspector from ************************ commented that he saw the way the sides of the bed were deformed and there was definitely an issue - however, Heirloom declined any warranty claim saying it was within normal parameters.The bed is continuing to degrade, it is creating pain, discomfort, and sleeplessness. For a $5000+ product I am in awe that this is not being addressed by the dealer or manufacturer.

  Business response

  08/21/2023

  Good afternoon,

  I am sorry to read about your experience. I was able to look at your inspection report. It seems the frame has center legs that are leaning. This is creating a support issue. Once this is corrected and after 90 ays from the original inspection, you can request a second opnion inspection. Manufactures are pretty strict when it comes to their warranty. The also will not replace any mattress is there isn't proof of sufficient support. At this time, the is the most recommended advice for your situation. Thank you

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 6, 2022, we bought a Nectar Premier Plush **************************** #: ********) from ********* for $1638.79, sold by ***************** assured us of a 365-night risk-free trial. ********* continues to advertise this trial on the product page.In May 2023, I reached out to ********* for a return as per the trial, only to face avoidance tactics like ignored calls, rescheduling, and finally rejection of our return.Promised Service: ********* advocates a 365-night trial with their mattress: "All of this is backed by a Lifetime warranty and 365-night trial to make sure you love it!" (Source: [********************************************************************************************]Dispute: ********* fails to uphold the Nectar Bed - 365 Night Risk Free Home Trial.Resolution Attempts: . Repeated calls to ******, ********* manager, from May to July went unanswered. On July 22, we visited the store, and ****** consented to a refund. He planned a mattress pick-up on July 24, after which he would initiate the refund. However, our July 24 pickup was rescheduled and July 26th pickup canceled - both without our consent. On July 26 after rescheduling, the drivers wrapped and removed the mattress from our house. As they were leaving we mentioned it was a Nectar trial, the drivers looked at each other, put the mattress on the driveway and suddenly found a stain no human could see with their naked eye. Photos were sent to dispatch and ***************************, a district mgr, refused to accept trial return. No explanation given by drivers beyond stating that ********* "never takes back Nectar mattresses." No information provided at time of refund processing or provided on website. Attempts to call ****** have gone unreturned.Misleading Advertising: ********* supports the Nectar Bed - 365 Night Risk-Free Home Trial in their online promotion (product web page), but their actions contradict this claim. Possible bait and switch.

  Business response

  08/02/2023

  Good  morning,

  Thank you forreaching out to address your concern. I am sorry to read that your experience with Mancini's Sleepworld has been less than stellar. I have reached out to the District Manager listed on the report. Pending his follow up and details. In the interim, I have included a copy of our terms and conditions. If indeed the mattress is stained, the warranty would be voided. But before we go down that road, I ask you allow us time to communicate with the manufacturer and see if there is anything else we can do for you. 

  Customer response

  08/02/2023

   
  Complaint: 20409748
  
  We truly appreciate such a timely response! Thank you.

  We're ok with ********* reaching out to Nectar but we are rejecting this response because: ********* provided terms and conditions for standard mattress return which is not applicable to this particular dispute 

  Please provide details  for the Nectar Bed 365 "Risk  Free" Sleep Trial as promoted  on your product page. We note there is  no asterisk, exclusions or other "fine print"  regarding mattress condition for the 365 Risk Free Sleep Trial  as ********* did for other issues on this product page.

  We did not see it printed on our receipt either. ****** at the ********* store also never provided this information when he scheduled our pickup on July 20.

  We also dispute the "light stain" found by the same driver who told us that they get into trouble if they returned to the warehouse with a Nectar mattress. We wonder if it wasn't an imaginary stain, if our mattress would be rejected for another reason. 

  ********* sales rep (and website) used a marketing promotion to gain our business and trust when we were uncertain about a Nectar purchase.  Unfortunately, multiple sclerosis has not made the Nectar a good fit. 

  We have been making a good faith effort to resolve this issue with ********* since May 2023.  We *************************** will do the same and process our return (receipt provided in earlier attachment). 

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

  Business response

  08/04/2023

  Hello,

  This link will take you to our nectarsleep.com website that covers what would void a mattress coming back for 365 Trial and Warranty.  Websites are attached below.

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

  **************************************
  
  Nectar Mattress
  The return request for an opened mattress can be made no earlier than 30 days after delivery. The return request for an opened mattress must be made no later than 365 days after delivery.
  Unopened mattresses are eligible for return and refund after delivery.
  To return, products must be in a condition where we can donate them, with only normal wear and tear (in our sole discretion).
  Products must have been used only for its intended purpose. This includes using the product on an appropriate base, frame, or foundation. Environmental damage,such as mold, due to the misuse of the product in this way voids return eligibility.
  Mattresses that have not been opened within 90 days of delivery are considered misused and are ineligible for warranty claims and returns.

   

   

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a mattress from them on June 14, 2023. ******** was included and then they tried to get out of the delivery by not taking my calls. After days of calling them I tried calling them from another phone number and they picked right up. I hired someone to meet them who they were supposed to call with a deliveryu time and did not. After hours of waiting my person left and saw a delivery truck and flagged them down and got delivery. They brought a used mattress when I bought a new one. Now they want to charge me more to bring me a new mattress. I want the new mattress I paid for delivered with no further cost including the cost of someone to meet them.

  Business response

  08/14/2023

  Good morning,

  I am happy to state the exchange has been made free of charge. The customer is now satisfied. 

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Aireloom mattress from Mancini's Sleepworld on ******** in ************* on 8/21/21 with a 10 year warranty. The mattress began sagging badly immediately on one side and the sidewall collapsed (meaning one side of the mattress will not support weight at all). It cannot be slept in without causing intense pain. I filed a warranty request in Dec 2022 and got a warranty inspection. The inspector did not take any legitimate measurements of the bed (no ruler or measuring device involved - I watched) and yet somehow came to the conclusion that the sag was precisely .5 inches. - just under the requirement for the warranty. I followed up with the manager and the warranty operators manager and they never sent me the report (which they said included measurement pictures) as promised. Unfortunately I got distracted with work and 6 months later, I got another warranty inspection and watched the same inspector not actually measure the bed and, once again, the warranty claim was denied in exactly the same way. I am currently in the process of following up with the store manager to get both warranty reports (they have claimed they don't have access and need time to get them). I have come to the fairly obvious conclusion that they do not intend to honor the mattress warranty at any cost. As multiple entities are involved here, it seems there is a clear conspiracy to commit consumer fraud. After reviewing BBB complaints it seems these problems are common for both Aireloom mattresses and ********* as a company.I have included the email they sent me on 1/18/23 (with a completely empty report!), as justification for denying the warranty at that time.

  Business response

  07/25/2023

  Hello,

  There was an error with the attachments on the original response. I will email directly. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am receiving spam text messages from Mancini's Sleepworld. I'm now trying to have them remove my data from their files, unsuccessfully... because they obviously do not want to!I read their privacy policy and they send the user to a Contact Us form which will NOT accept the request without an invoice number. I do NOT have an invoice and the web form actually specifically says you do not need one. Yet, they will not accept the request without one!Their privacy policy indicates the user can complain to the *** and has a link for that purpose but guess what, the link is invalid!I did a chat with an agent who was less than helpful (probably contractor business).Anyway, I'm not sure how they got hold of my phone number but I want Mancini's Sleepworld to remove it and all my data from their files.I do NOT want to be contacted by a sales agent, only a corporate office worker in the legal department is allowed to call me regarding this matter. That employee needs to leave me a voicemail - I filter my calls - and a number to call back.Thank you

  Business response

  07/18/2023

  Hello,

  On the text messages theres a STOP you can type and it removes you. I hope this helps. Have a great day.

  Customer response

  07/18/2023

   
  Complaint: 20277487
  
  I am rejecting this response because:

  There is and never has been a STOP instruction on the messages so Im not even sure it will work. 
  I want the business to insert the instruction on how to stop text messages in the texts they send. 
  

  I will accept the response from the business when they promise to add these instructions and act on it! Thank you

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

  Business response

  07/19/2023

  Hello ****,

  With all due respect, have you texted "STOP"? prior to my original response, I reached out to the developer and the instruction I gave was advise from the developer. I am afraid without your cooperation, we may not be of further assistance. Please advise.

*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. ↩