Complaints

This profile includes complaints for Sleepgeekz.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sleepgeekz.com

  7660 Gainesville Ave Jacksonville, FL 32208-3232

• 

  Sleepgeekz.com

  4237 Salisbury Rd Jacksonville, FL 32216-8029

• 

  Sleepgeekz.com

  PO Box 350537 Jacksonville, FL 32235-0537

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 10, 2024 ORDER # SS27767 Order # summary In-Home Setup 1 CUSTOM DISCOUNT (-$66.00)$265.00 $199.00 Classic Series Adjustable Bed Base + Choice of Mattress Bundle 1 Split-King * 12" Medium CUSTOM DISCOUNT (-$150.00)$1,945.00 $1,795.00 Premium Mattress Protector 2 Twin XL * Dimpled Stretch Knit CUSTOM DISCOUNT (-$59.90)$59.90 Free Subtotal $1,994.00 Shipping $0.00 Taxes $154.82 Total $2,148.82 USD You saved $275.90 Prior to placing the order I contacted customer service via chat and spoke with Rich on May 8th and explained that I am unsure if I need a medium or firm mattress. He assured me that the offer "120 day try the mattress. If you don't like it, you don't have to physically send it back and deal with that hassle. It's yours to keep. We just apply what you paid for the first mattress towards any other mattress we carry that is a better fit feel wise. You don't lose anything that you spent on the first mattresses"When I contacted the company to exchange my medium mattress for a firm, they told me I would have to pay an additional $600 for the same size mattress because my mattress was heavily discounted. The invoice does not break out the cost of the mattress, and does not state that the mattress is not refundable. This is a very deceptive and fraudulent practice.I would like the mattress exchanged at no additional cost

  Business Response

  Date: 06/20/2024

  ***************************,

  I am writing to offer my sincerest apologies for the confusion regarding our return policies that you experienced during your recent purchase.  We understand that receiving unclear information can be frustrating and disappointing and for that, we are truly sorry.

  To clarify our standard return information I will refer to our website (***********************************************************)  Here you will find the same information that the sales associate provided during your transaction.

  We understand that this confusion has caused inconvenience and distress.  Please know that we value your business and appreciate your understanding.  If you have any further questions or concerns, please don't hesitate to reach out to us at ************.  We are always here to listen and assist you in any way we can.

  Sincerely,

  Sven & Son

  Customer Answer

  Date: 06/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21792726

  I am rejecting this response because:

  I have contacted the business, as stated in my initial complaint. The intentionally mislead people with regard to the return/exchange policy. This is fraud, not confusion. 

  The seller's response did not offer a solution 

  Regards,

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

  Business Response

  Date: 06/24/2024

  I am so sorry that you felt mislead, that feeling can be frustrating and I understand where you are coming from.  However, we are a legitimate and reputable business that operates transparently and honestly.  During the sale experience the sales associate provided you with the exact information that is located on the website.

  The price you were given to order a new mattress is the discounted price, 120 day guarantee price that is explained in our return policy information on our website.

  Respectfully,

  **** & Son

  Customer Answer

  Date: 06/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21792726

  I am rejecting this response because:

  I was told I can exchange the mattress, not pay an extra $600 so called discount price for a mattress that will likely be garbage as well. Your product is terrible quality, not as described, my husband fell because the mattress is super soft and makes you slide off when you are sitting on it. Your business is not legitimate, it's a scam and your product is poor quality. Upon researching further there are many people who have similar complaints. I will dispute the charge with the cc company. 

  Regards,

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

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The purchased item was dropped in our driveway and the shipper took off. Little did we know the total weight was approximately 700 lbs. I’m disabled and my 60 year old wife has serious back issues. There is no way that we can move the items from the driveway into our home. Sleep Geekz told me if i wanted installation they would charge us an additional $300 and it would delay the delivery by several weeks. They also stated if i want to send it back I would have to pay for shipping 700 pounds back to Sleep Geekz which I can only imagine would be in excess of ****. Sleep Geekz did not disclose many very important details.

  Business Response

  Date: 02/12/2024

  *** ****** ********,

  We apologize for any misunderstanding.  When you placed your order on Amazon.com, the weight of the bases and mattresses is shown on the listing before ordering.  When you inquired about in-home setup, we advised the weight and offered a solution.  You refused that option and selected the curbside delivery.

  
  As a resolution, I see you're working with our customer service team and we're going to refund your purchase.

  
  We wish you all the best.

  Respectfully,

  Sleep Geekz

  Customer Answer

  Date: 02/13/2024

  We have already paid to have it assembled. Had you offered a refund to begin with instead of telling me I would have to pay **** in return shipping we might have made a different decision. 

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Business Response

  Date: 09/06/2023

  **** ****** *******,

  I am sorry that you're not happy with your mattresses that were purchased October 26th, 2022.  As stated on the original call (10/26/2022) with our Sleep Expert ****, our mattresses are non-refundable.  We offer a 30 day comfort exchange, in which we issue a store credit for the price you paid on your mattresses, that store credit gets applied to the purchase price of a new mattress of your choice (******************************************************).  When you contacted us several months after your purchase and outside the 30 days, we approved and extended your comfort exchange time frame and we offered another solution of adding a mattress topper to soften your mattress.  You respectfully declined this solutions and suggestions.

  On April 12th, 2023 we were contacted by consumer advocate group based in ******** **.  During that time all parties came to an agreement and there was no further action required.  We as a company updated our website to make sure this policy is crystal clear for all of our customers.

  Respectfully,

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

  **** * ***

  Customer Answer

  Date: 09/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I have a document proving I was'nt told about the return policy and **** told me to just keep the box. Of course 'keep the box' was not written.  I just need to forward the document from ***** ** ***** ****. Will you please tell me the email address to forward the document? Thanks.

  Regards,

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

  Business Response

  Date: 09/07/2023

  *** *******,

  We (****** ****** from ***** ****, you and myself) already discussed the documents that were provided.  And we all agreed on 04/12/2023, that the 120 day comfort guarantee did not apply to your purchase.  This information is clearly listed here on our website:  ******************************************************

  Regards,

  **** * ***

  Customer Answer

  Date: 09/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: That's not how it ended. ***** said ***** ***** stop responding her calls. We never all agreed to anything!!

  Regards,

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

  Customer Answer

  Date: 09/08/2023

  ***** at ***** **** has given me permission to give her work and cell number to talk with you about this matter.  

  Work Number: ************

  Mobile Number: ************

  She was with me through this ordeal until ***** *****/**** *** *** just stop responding to her calls.

  Business Response

  Date: 09/09/2023

  **. *******,

  I understand your frustration and I am sorry for any confusion.  Communication stopped because our policy clearly stats and listed on our website; our mattresses are non-refundable.

  At this time, I am still willing to extend the comfort exchange period (11 months later).  If you interested in a softer mattress, please contact us.

  Respectfully,

  **** * ***

   

  Customer Answer

  Date: 09/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  ***** ***** wants me to give them $800 more to get softer mattresses and sell the ones I already bought. I am disabled and cannot sell mattresses.  They did me wrong and they know it!  Please check with ***** at ***** ****s with the numbers I provided. She will also call the BBB if you give a name and number for her to call. Thanks.

  Regards,

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

• Initial Complaint

  Date:06/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint to receive compensation for my new bedframe that Sven and Sons aka Sleep Geekz installers damaged during the delivery of my Sven Platinum TXL Base Bed. I have photos of the damage to my bed frame. This bed frame was delivered on 6.20.23; the day before in preparation for my Sleep Geekz delivery. The purchase amount of my bed frame was $2,000.00. Purchase from ******. I have emailed the company and they are not taking responsibility for the damage by telling me that the delivery/install company is liable. But I paid Sleep Geekz for the service and they contracted this company. The order number is # ******.

  Business Response

  Date: 06/29/2023

  *****,
  On behalf of the setup team that damaged your bedframe, we want to apologize.  I understand you contacted our customer service team and received inaccurate information.  We used this as a training opportunity to avoid any mistakes like this in the future.
  We filed a claim with the setup team (******* ******* ******* *******) on June 22nd and we’re working with them to have your damages resolved.
  We apologize again for all your trouble and are working with the setup team to have this resolved quickly.
  Respectfully,
  ******* ******
  Sleep Geekz

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a split king bed on 11-30-22 for $3,259.99 and this included delivery and setup and only one person showed up not two, not being able to lift the bed so my daughters helped, the person did not setup the bed properly just got it into the bedroom and put the legs on it and left, did not setup electrical or show us anything about the bed. Sleep Geekz gave us a sheet set and sheet protector as compensation. We registered the bed with **** * *** thinking that we got 10 years warranty but a year has not even gone by and bed started to malfunction, head went up then locked and then free fell down twice at the very end of the cycle. I noticed a screw on the floor next to the bed and had my daughter look under the bed and she found 8 pieces of hardware, including screws, bolts and washers laying under the bed. This hardware must be from the bed, screws, bolts and washers. This is happening on my husband's side of the bed with normal use. We are both disabled and unable to lift the bed or even crawl under the bed to troubleshoot the bed. I talked to *** and he said that he would put in a work order on Thursday, May 25, 2023. I stated would it be an hour or so and he stated they get on these things as quick as they can. I heard nothing so I called back on Friday, I talked to ***** who said they have 24 to 48 hours to get back with me. So I called May 30, 2023 talked to an employee who stated that they never heard of ***** or the complaint. She said she will contact an employee, actually leave a message on his voicemail as he is not in today, May 30, 2023. So at this point I know that I am getting the run around and no help. I just want them to come out and repair the bed, I would if I could get under there and do it but I physically cannot and I cannot afford to pay someone to do it. Also we are not even sure we got the right bed, the brochure that came with the bed says it holds 750 pounds but the one we ordered, the ********, holds up to 900 pounds.

  Business Response

  Date: 06/02/2023

  Hello,

  Responding to your complaint.  We received a call from **** ******* on May 25th stating the ******** adjustable base, the head was sliding down when adjusting the up.  We contacting our technical support team on the same day May 25th and they contacted you at ************ with no answer and left a voicemail.  They attempted again on May 26th with no answer and left another voicemail with their contact number to call them back (************).

  To clarify any confusion, you did in fact purchase and receive our ******** series adjustable base.  Your ******** adjustable base does in fact have a 10yr full coverage warranty with the 15yrs after that prorated.  I'm attaching the warranty information too.

  The lift capacity is 900lbs.

  Please contact us with any additional concerns.

  Respectfully,

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

   

   

• Initial Complaint

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a split king mattress and an adjustable base including delivery and set-up for $2,777.65. After bed was assembled and delivery people left, I went to sit on bed and due to bad knees was unable to get up successfully and ended up falling and dislocating my rotator cuff. Immediately that day I contact company and explained the situation sent pictures via text. While taking pictures I noticed this wasn't even the bed I ordered. Called customer service which don't really do anything except take messages. Finally get a call back and they stated they would send out extra parts, but it would take up to 2 weeks, thank goodness my old bed was available. I had to sleep on my couch the 1st night and called company back only to find out parts had not been ordered. I explained to salesperson, I needed the bed to be picked up immediately and he stated he would get right on that "it would take 2-3 days to schedule". A week passed called back only to find out again that nothing has been done or scheduled for the pick up of product. and asked for either fax number, email address or their attorney's info, so that I can send demand letter for full refund and medical expense. They gave me the run around for 54 minutes only to get email address for customer service and no attorney info. Today I realized they still weren't doing anything nor planning to do anything. Called my bank and filed dispute for a refund based on defective item and incorrect item. Below are 2 pictures of bed defects and 1 picture of what I ordered.

  Business Response

  Date: 02/02/2023

  Mrs. ******,
  
  We apologize for the problems you had with the adjustable base and mattress.  When we were notified of this problem we offered the solutions a replacement or a return with a refund.  You told our sales representative that you did not want a replacement and a refund instead.  We issued an *** ****** in hopes to have the merchandise returned.  The returns team was unable to reach you to schedule the pickup to refund the purchase.  And then you filed a "chargeback" with your credit card company, at which point we as a company are unable to refund your purchase.
  
  We are more than happy to issue a refund once we receive the items back and the the credit card charge back is dropped.
  
  Respectfully,
  **** * ***
  

  
  

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/09/2022 $1790.05 Adjustable bed and mattress No, they have not. They said that one of the base was delivered to someone else, after a week I called the company. They sent another base but, the driver would not bring it into the house. the Supervisor that was on the phone told them to take it back to the freight yard and bring it back the next day. They said they forgot to put it on the truck in the meantime they can't get the timing right to deliver and install it. Now through no fault of mine they want to charge me over $800. from my refund because I told them since they can't fix the problem return my money so I can get a bed that works. They even went as far as giving me a number to a company that does exist and said they sent a base to them in Columbia S.C. The number was to a veterinarian in Charleston S.C. In turn they want to charge a restocking fee and return shipment on a bed that doesn't work. None of this seem fair they say it's **** and son but I got something saying the geek bed when, I search for it. These are the number of the company and associate that I have talk too. company (called 19 times) *************, (called 27 times) ************, ( called 26 times) (called 12 times) associates ************ installers, (called on tried to fix bed ************, repairman (called one time and he sent someone else. fix one thing but the motor was gone less that 36 hours later the bed broke again on ************ on September 4, 2022. I hope that you can help me. I feel that because of my age and disability the reason I told them I was buying the bed they think I will go away but, I am on a fixed income and I need your help. Thank you ****** *****

• Initial Complaint

  Date:08/09/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order with Sven and Son for a Platinum Adjustable Bed Base. When it arrived, it was a lesser model without the features for which I've paid. I reached out to the company and they told me to go away. I have sent emails with photos, I have called, I have posted on their website with photos clearly, CLEARLY, showing the differences. They refuse to admit or acknowledge that I got the wrong bed. I will happily send photos if there is a way to do that on this form. If not, please send an email address where I can send the photos.

• Initial Complaint

  Date:08/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 12, 2022, we spent $2,722 on a bed from the Sven & Son website. The bed was shipped to a third-party company for assembly. The third party company called to schedule a delivery date, and we scheduled our moved based on the day our bed was supposed to arrive so that we would have a place to sleep in our new home. The third party company was a no-call no-show on the day of delivery and when we called, they said it would be another few weeks before they could come back. We are almost 80 years old and had to sleep on the floor because they did not show and we did not bring our old bed to the new house because we were told this one would be delivered. We then had to go buy another bed so that we did not have to continue sleeping on the floor while we waited to see if our bed would really come at a future date. After no communication and a no-call, no-show; we had little faith that the bed would actually be delivered as promised the next time. We called Sven & Sons three different times to request a refund and speak to a manager. Two times we were told someone would call us back, but no one ever did. On the third phone call, we finally spoke with a manager (****** *.); he said we could have a refund on the bed minus shipping costs of over $300 because he said the delivery company technically had 4 weeks to deliver the bed. We explained that the company made a delivery appointment and then did not show and we based our whole move to the new house based on having a place to sleep. The manager was unsympathetic and said the policy stood - we had to pay for shipping on a bed we never received after the install company was a no-call, no-show on the scheduled date of delivery. This is bad business practice, and they made an elderly couple sleep on the floor. Shame on you, Sven & Son for taking our money. We want you to refund the supposed shipping costs because we never received your product and your install company did not deliver as scheduled.

• Initial Complaint

  Date:08/03/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/20/2022 I purchased two mattresses and two bed bases from Sven & Son. The order # ******.They promised a 5 days free delivery window.They also advertised that assembling service (white glove) was available.I called twice to inquire about the assembling service, but opted not to use it since I would have to pay for it, and it would delay the delivery an additional 2 weeks. The delivery time expired with no call from them.I subsequently called on 4 occasions,to inquire about the late delivery.I was told twice that they were unable to contact their shipping department, and that someone would call me back.No one did so I called back and was unapologetically told by a gentleman that the bed base was out of stock, and that I would have to wait 10 days,as they would have it shipped from another state.He then offered me the “choice” of having the item delivered from the source straight to my address or delivered from their facility in Jacksonville.I told him that it was not much of a choice either way, because the delivery was very late.On 8/1/2022, they informed me by sms they had hired R & L Carriers to delivery the item. On 8/2/2022 R&L came with the items,but refused to deliver them to the door of my apartment on the third floor. I was told by R&L ‘s dispatcher that per their policy,they only do curbside delivery and that I should contact the shipper(Sven). I contacted Sven and was told that their delivery policy was curbside delivery or pay for their white glove service. I spoke to *****, a manager, insisted that the policy was posted on their website in the “ABOUT US” section.I pointed out to her that the curbside delivery policy did not appear in the advertising nor prior to completing payment, as a part of the online sales process. She stated that she could not deviate from the policy as it was a matter of liability. She said I could refuse the delivery but I would be charged the delivery fee of $158.00.