ComplaintsforMancini's Sleepworld

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress and wood frame for my son in the later part of 2021 from mancinis in **********, **. I contacted them within the 120 day comfort guarantee to tell them that the bed frame made noise and was crooked and the mattress was uncomfortable, too firm and was sagging on the side.They are not honoring the 120 guarantee and refuse to do anything about the bed frame.I spoke with **** at the Union City store and he was rude and arrogant. I have called ****** at corporate but she has not returned my calls I purchased this bed and frame for my 40 old son because he was moving back home. He does not sleep in it, nobody does because it is so bad and uncomfortable.**** from *******, said that he would have someone pick it up, BUT would not give me any credit or refundisnt that STEALING!!!

  Business response

  04/21/2022

  Hello *******,

  I am sorry to read that your experience with Sleepworld has been less than stellar. I was able to take a look at your account and unfortunately, the purchase was delivered well beyond 120 days ago. With this being stated, you do have your manufacturer warranty avaiable to you. From what you have stated, the mattress may indeed have a manufacture defect. The only way to determine this is to have a warranty inspection. It's best to work with the Store Manager **** who can facilitate the warranty process. Your mattress exchange will be dependant on the results of the warranty inspection. The warranty inspection will be conducted by a third party representative.

  Unfortunately we, at a store and corporate level, have reached our limit and your request for a return/ exchange has been denied. The system is only fair if it applies to all of our customers. We cannot make an exception for just one person and maintain the integrity of the policy itself. This is not a personal decision. If you have further questions or concerns, please address them here. Thank you

  Customer response

  04/21/2022

   
  Complaint: 17071720
  
  I am rejecting this response because:

  I contacted the store regarding this matter well within the 120 day guarantee as I stated!  I have an email from the store stating this.  There was no time limit communicated to me after I contacted the store.  I also contacted the 3rd party about the warranty but after speaking with him I did not feel comfortable having him come to my house.  I contacted the store and told them this and that I would pay the money which I believe they said would be $100.00 to return the mattress and pick out a new one.  As I mentioned, this mattress us for my son and he has been out of state.  He recently returned which is why I am trying to get the mattress returned for a different one.
  
  Sincerely,
  
  *************************

  Business response

  05/03/2022

  Hello *******,

  You mentioned you have an email, yet it was not attached. Would you mind attaching the email please so I may further escalate the issue? You may also use ****************************** Please reference your invoice number or phone number in the email(s). From what I gather, if there are any manufacturer defects, its best to go through the warranty inspection. If this is a comforft issue, I will need the email and a clear reason as to why the exchange was not made during the allotted time. Reaching out but not closing the deal is not enough to secure an exception to our policy. As previously stated, we must maintain the integrity of our policy and treat all of our customers the same. I look forward to you disclosures. Thank you

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a mattress from Mancinis Sleepworld paid very good money for it Im having problems with it went to the store looked at mattresses ******* ********** with a guy named **** getting the runaround seeing he can return it and now he cant return it because his boss named ***** something district manager guy never calls back nothing we have to call him and now theyre not gonna get exchange it when I see about the company is lotta bad reviews and thats not the way to do business I would like to get this fixed if it **** to go to the *** I want a response a phone call

  Business response

  03/30/2022

  Hello,

  I apologize that your experience with our company has been less than stellar. I was able to look into your account and have determined this is a warranty issue. With that being stated, we are at the liberty of the manufacture as it is their warranty and not a retailer exchange. To be transparent, your purchase no longer qualifies for our 120 comfort and money back guarantee. I have attached a copy of our store policies for quick reference.

  In regard to your current mattress comfort issue, most manfuactures allow a second opinion inspection 90 days after the first. **** has been working with the manufacturing rep in an attempt to get approval for an exchange. That request has been denied, however, the rep did agree to considering a second opinion inspection 60 days from the original. My suggestion to you is to contact the ******* store 60 days from the original inspection. **** will be able to facilitate the warranty inspection. All exchanges are contingent on the inspection findings. As a retailer, we must adhere to the guidelines set forth by the manufacture. 

  Please keep in mind, the system is only fair if it applies to all of our customers. We cannot make an exception for just one person and maintain the integrity of the policy itself. This is not a personal decision. We have been honored to have you as a customer. We hope that you will understand why we cannot accommodate your request and that we will continue to serve you as honestly and fairly as we can in the future.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello On 9/11/2020 I purchased a Queen ******* mattress from Mancini's Sleepworld in ******* **. Within a few months there was a huge indentation in the bed. An inspection was done 3/2/21. They denied my claim. The mattress got worse and was reinspected on7/7/21 and received a letter 7/28/21 to come in and reselect. On 9/19/21 I paid $300 more buying a new mattress and it was delivered. It was defective also within 120 days so it was inspected by ************************ on 1/24/22 by the same guy as twice before! He couldnt believe the indentation and commented that the box spring was defective. I received a letter last Friday denying the inspection and saying only one inspection per customer. They ordered the inspection? I want my money back and this second defective mattress picked up. They sold me defective merchandise and are not taking any responsibility for bad customer service.Thank you *************************

  Business response

  02/09/2022

  Hello,

  I am sorry to read that your experience with Mancini's Sleepworld has been less than stellar. I assure you that the decision of your warranty claim is not made by Mancini's Sleepworld. A third- party inspection company inspects the mattress and deems whether the mattress set is defective according to the manufacturer guidelines. For your convenience, I have attached the warranty card for more as well as a copy of your warranty inspection resport. The parameters of the mattress warranty coverage for the brand is own states:This warranty applies to the following manufacturing defects occurring during
  proper use and care of your sleep system product by ********** ****:
  Mattress (both as a set or mattress only)
  Sagging: defined as a 1[non-quilted] 1 1/2[quilted] or greater unrecoverable
  indentation when no weight is resting on the bed surface and when the
  following criteria has been met:
  - Mattress has been continuously supported by the matching box spring or
  an equivalent ********** **** approved box spring/foundation and;
  - Mattress and box spring are resting in an appropriate frame with a center
  support that includes a center leg resting firmly on the floor; or five rigid
  cross slats with at least one rigid center leg resting firmly on the floor;
  - Or Mattress has been continuously supported by a solid platform
  surface with a rigid center;
  The proper center support & leg is required for all sleep systems and all sizes. (Sizes:
  Twin, Twin Long, Full, Full Long, ****** **** and ********** ****).
  Zippered mattress covers: Do not remove zippered covers.
  A two year warranty after original purchase date from
  Manufacturing defects and flaws of the fabric and of the zipper
  Foundation
  Splitting, broken, warped, bent, loose elements of the wood frames.
  Squeaks, rattles or noises.
  Sagging: defined as a severe compression of 1/2 or greater and this
  compression has occurred when the following criteria has been met:
  - the sleep system has been continuously used with an appropriate frame
  consisting of a center support and a center leg resting firmly on the floor ; or
  five rigid cross support slats with at least one rigid center leg resting firmly
  on the floor.

  With this being stated, most manufacturers allow a second opinion inspection 90 days after our first inspection. A letter was sent to your home detailing your options since the email address ********************* did not register. It is best to refer to the letter sent to your home for your options. Thank you

  Customer response

  02/10/2022

   
  Complaint: 16741890
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  
  

  Hello 

  I called Mancinis customer service in ********* to ask for a return on this mattress and a full refund and never got a call back.

  It is surprising that this large retail company takes no responsibility for satisfactory customer service and makes the inspection company responsible 

  Ive never experienced poorer customer service.  The bed I reselected was worse than the original bed.  I cannot expect to know from thirty

  minutes in your showroom how the bed would be to sleep on.

  I spoke to Ingus the manager- why did he not know the policy on the back of the invoice and ordered another inspection if only one is allowed?

  My email is *******************.

  This bed needs to be picked up and I want to be compensated for my purchase.  The salesperson *************************** was nearby when I was speaking to the manager 

  and I heard her say to another co-worker, Oh F*** its her as the two of them ran into another room. 

  I have told at least 20 people never to shop here, and who allows people to act like this in front of customers. 

  I am not satisfied with Mancinis response- I want my money back.

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

  
  

  Business response

  02/11/2022

  Hello,

  There must be some confusion here. Our policy states that you have 120 days from delivery to return or exchange your mattress ONE TIME for a fee of $99.95 plus tax. In regard to your warranty, most cases last 10 years so multiple inspections could take place within that time frame. The things you are mentioning are sinply untrue and I thought I clarified that in my letter as well as provided a copy of the policy for your reference. Our sales staff is aware of our policy. 

  In regard to not knowing in 30 minutes whether a mattress is good for you or not was a decision that was up to you. We do not limit our customers. We incourage them to take as much time as possible before selecting a mattress becuase there is much to chose from and its such an intimate product. Some people spend a considerable amount of time in bed so quality over quantity and we understand that. I am sorry you are unhappy with your selection. 

  As previously stated, you have the option of a second opinion inspection after 90 days from the first. The mattress indentions will have to meet the manufactures standards to be considered defective or not. Mancini's Sleepworld does not set the standards but rather the manufacture. The system is only fair if it applies to all of our customers. We cannot make an exception for just one person and maintain the integrity of the policy itself. This is not a personal decision. You may also speak with the Store Manager about our Friends and Family discount towards a new mattress purchase. But at this time, your purchase no longer qualifies for a refund. 

  I am avaiable by email: ***************************** if you would like to dicuss your options further. Maybe there's a way to meet in the middle. 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bedframe and 2 nightstands from Mancini's Sleepworld. They delivered the nightstands on 9/1/2021 but in the process damaged my wall and punctured a hole in it. They did not give me updates and required frequent calls until the weekend of 9.25-9/26 when they were able to repair it. On 10/1, I was informed I would get $100 as compensation for the delay but then the person helping with the claim left. I have not received the check. Since then I have called multiple times per week and do not get any updates. One time when I did get an update they stated they had authorized a $300 check for the compensation and that it would arrive in a few days but it has not. I have **** notifications so I can see what mail I am getting and have gotten nothing from them even on my notifications. It is now 12/26 with no word from them for an issue that is going on since 9/1. Also on the phone, they do not let you talk to a supervisor or manager or anyone at corporate, only sales people who are not able to give any information.

  Business response

  01/10/2022

  Hello,

  We have received your complaint and social media reviews. I have forwarded this complaint to management. Someone will contact you shortly as this matter is being reviewed. Thank you for your continued patience. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a mattress from Mancinis Sleepworld. The mattress was unwrapped by the driver who assumingely used a razor cutter and accidentally (or purposely) cute a slice into the mattress. They then placed the mattress, unattended, into our sunken lip bed. Once they were done, we examined it for issues after setup by walking around the 3 sides not up against the headboard/wall and there visibly werent any issues. The box spring was 5 inches and we ended up exchanging it for a shorter one a couple of months down the line. Again, the mattress was moved off the bed by their delivery staff and put back on, this time in a different direction than before. Still the slice was not visible since now the mattress was **** lower into the lip and hidden from view so again we did not know it was there. Prior to the 120 day guarantee being up, we decided the bed was partially to blame for our new constant backaches so we called to return it. They said it was Damaged and couldn't take it back.

  Business response

  10/18/2021

  Hello,

  We have received your complaint and have come to a mutual agreement. Our store manager will be in contact with you. 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. ↩