ComplaintsforMancini's Sleepworld

• 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.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered Mancinis sleep world with the idea that they could educate us on beds and sell us a bed that could improve our sleep. Boy were we wrong in trusting what appeared to be a 19 year old salesman with no goals other than a commission! We explained to ***************** that we were having issues sleeping due to hip and lower back pain. We asked to see the best the store had to offer and were set on purchasing a bed at any cost in order to get a better nights rest. **** convinced us that if we purchased the bed he showed us, that our sleep would in fact, improve. He suggested a firm bed and said it would help with back and hip pain and that bed would break in after a month or so. We agreed to take his word and purchase the bed for a whopping $ *******! The bed came with a ********************************** effect. This bed turned out to be the worst bed we ever purchased and has caused us so much additional back and hip pain, mostly because the kid didnt care what he sold us, only cared about his commission! I recently called them to ask what kind of bed they suggest for lower back and hip pain, they suggested a soft to medium, imagine that! Well we thought we would try the warranty out and were declined because the slope didnt satisfy the warranty. I stated the slope regains its form after we get up, thats probably why they set up an afternoon inspection knowing **** well that was the case. They didnt offer a single resolution not even a pillow top for mattress to help ease our pain. youd think for the money we spent they would want to preserve us as clients and offer some help, but no! Really disgruntled about the poor suggestion on a bed not to mention the scam that they call a warranty. Weve rotated the matress regularly as they suggested and the slope has only gotten worse. We are getting the worst sleep we ever have and are very upset with their resolution to the problem! Will use YELP as well, no going to get burned easily. Would really appreciate some help.

  Business response

  06/19/2023

  Good morning,

  I hope this email finds you well. I am sorry to read that your experience with  Mancini's Sleepworld has been less than stellar. Hopefully we can change that. It appears this is a comfort issue. Our guarantee is valid for 120 days after delivery. Your delivery took place May 29th, 2016. Most manufactures allow a second opinion inspection as soon as 90 days after the original inspection. Secondly, as a retailer, we can offer our Friends and Family discount towards a new mattress purchase. It is best you work with the Store Manager, *************, for further assistance. He can be reached at **************. Thank you

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought over a 4K bed and nightstands. Within 4 months the mattress began to slump, where I then began to spin it around to the other side, where it began to slump again. I went in to complain and I then paid the difference and purchased a firmer on, 500 more. Now theyve been to my home 3 times complaining about stains, which there was a small on, I had professionally cleans (150$), the stain was not the issue, the mattress sucked, and being a very Ill veteran it has caused me added stress, a lot! There are no stains, just some black material stuck on some strings, but thats nearsY, the problem is the mattress itself!!

  Business response

  05/30/2023

  Good afternoon *****,

  I am sorry to hear about your experience. I have spoken to the Store Manager and he is waiting for your call back to schedule delivery. It appears a resolution was met over the weekend. Have a great day

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6, 2023, we visited Mancini's Sleepworld in **************** and bought a ******* and ****** Estate ******* Luxury cushion firm queen ******** for $1,899.00. We were told by the Salesman *************************** we could try the ******** and if we were not satisfied with the ******** we could return it and exchange it for another ********.On October 9, 2022, we returned the ******* and ****** ******** and selected a Kingsdowm Passions Glenston medium firm queen ******** for $1,099.93 plus tax and also paid $99.95 processing fee for return or exchange of the ********. We were entitled to a refund of $756.73 and they said they would send us a refund check.We did not receive the check.We called several times to ask when we would receive the refund check and we were told that they would find out about the refund check from the head office. After not receiving the refund check, on March 25,2023 we called and were told that the check had been cashed and that they would not issue a new check to us. The bank apparently cashed the check on a forged endorsement. As a result of the exchange of the ********es, we believe the merchant should issue us a refund check and pursue the bank for paying the check on the forged endorsement

  Business response

  03/29/2023

  Good morning,

  I am so sorry to hear about this unfortunate situation. I must asure you that indeed Mancini's Sleepworld refunded $583.53 on or around 01/12/2023. The check was mailed to the address listed on the sales invoice. I have attached proof of address. In addition, I have included an image of the check as the check was cashed. Becuase the check was cashed, Mancini's Sleepworld cannot be held liable for a bank error if this is the case. It is my suggestion that you take this recourse I have provided and take your claim up with the appropriate party, the bank. 

   

  I wish you the best of luck on this journey. I believe if an error was made on the bank's behalf, justice will be yours.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a mattress with a 10 year Warrenty from Mancinis on *****************. After several attempts to resolve a Warrenty issue. I have not received a call back from corporate or the store regarding a denied Warrenty claim. The spring on my sons mattress popped out after 8 years. The company claims that is normal wear. I was trying to get a replacement on a Warrenty claim but due to them claiming a malfunctioning spring is normal, they are denying the claim. I am trying to get some clarification on exactly how a malfunction in the craftsmanship is considered normal.

  Business response

  02/21/2023

  Hello,

  I am sorry to read about your experience with Mancini's Sleepworld. The lack of communication is unacceptable. I have forwarded thsi inquiry to the District Manager of the ***** location for further investigation. In the interim, may I ask when was the mattress last inspected? 

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have accepted the claim and replaced the defective product. This resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress from ********* /Sleepworld, ******************************************************** a few years ago for almost $5,000.00. The mattress has not held up and is SUNKEN on both sides of the top, and HUMPED in the middle, (very noticeable by eye as well). U are stuck where you are all nite unless you try and lift your body!One representative came out a few years ago to measure and ck the mattress. Sent his measurements to the company and they said all the measurements were good. I called them again a few months ago and they sent the same rep out again, who measured the mattress again the same way. As he was measuring both times, I tried to show him and explain what the real problem was. Both times he ignored me and kept measuring. What he measured had nothing to do with the problem!!!! Of course all the measurements were as they should be. The problem was the top of the mattress, which anyone I spoke with at ********* ignored. I still have the same problem with this defective mattress. I don't want this mattress because it is defective, and the first mattress I got from ********* was also defective and I had to return that one. So I spent more money on a better mattress, I thought!!! They are now, completely ignoring me and I don't know what to do, they will not replace or return the mattress or give me the refund I now want.

  Business response

  11/08/2022

  Hello,

  I am sorry to hear that your recent experience has been less than stellar. Iwill take a look at your inspection report and advise if there is anything further we can do to assist you. Being that you are out of our 120 day window for returns or exchanges, the decision is with held within the manufacture's warranty. Is there an email address I can continue this conversation on?

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Aireloom mattress from Mancini's Sleepworld in **************************, 02/20/19. This was the 3rd mattress that I purchased from this company. The first mattresses I purchased fell apart and they credited my account to purchase a better mattress that cost $3,550.00, purchased 02/28/19. which did not hold up either. Their company sent someone out to ck the mattress at two different times and both times I was told their mattress was within their guidelines.The person they sent out, who was the same man both times, measured the mattress, but did not acknowledge the problem and his measurements were fine according to the manufacturer. All the measurements were ok I guess, however, he would not acknowledge and listen while I tried to tell him and show him the problem which was both sides of the mattress where someone's body would be laying, were sunken and the middle of the mattress has a big hump right down the middle. This company is in complete denial of the problem with their mattress. When I am laying in my bed, I cannot move to the center of the bed unless I lift my entire body up to or over the hump. It is a problem and if you just look at the mattress you can see how defective it is. I can't sleep properly or even roll over, unless I get over the hill.

  Business response

  11/08/2022

  Hello,
  I am sorry to hear that your recent experience has been less than stellar. Iwill take a look at your inspection report and advise if there is anything further we can do to assist you. Being that you are out of our 120 day window for returns or exchanges, the decision is with held within the manufacture's warranty. Is there an email address I can continue this conversation on?

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  09/08/2021: Bought 2 Aireloom Mattresses (Invoice #********. 10/19/2021: Second Aireloom Mattress delivered (replacement of 2nd defective mattress).02/11/2022: One Aireloom Mattress returned and traded with Beauty Rest Mattress $5399.99 (1) Aireloom Mattress, [+] $10.50 (Recycle Fee) = $5410.49 $5410.49 [x] 2 Aireloom Mattress = $10820.98 [+] $850.50 (tax) = $11671.48 (Paid by **** card}$5835.74 = (1) Aireloom Mattress [-] $3892.87 (1) Beauty Rest Mattress = $1942.87 Total Refund due We have been waiting for our total refund for more than 6 months now. *********************** told us on May 11, 2022, from our repeated **********mail inquiries that he will research it first why only $1442.00 showed in ********* computer, but no further information came. When both the Store Manager and District Manager intervened, we were told only $1442.00 will be refunded with no further explanation. All Promotional Items (should this be the reason for the $500.00 deduction) are ready anytime for return. (We were never informed of the return policy both by ******************* and Store/District Manager.)

  Business response

  09/02/2022

  Hello,

  I am so sorry about the confusion. It seems may people within the orginization has attempted to explain this to you. I have attached a copy of the email sent to you by ***** on 8/16/2022 with the refund details. 

  In regard to returning your items, it is far too late. We offer a 120 return/exchange and this purchase is beyond that window. The actual refund total is $1403.48. You may request invoice, and provide your card for refund with the ******* store at any time. Thank you

*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. ↩