ComplaintsforSleepare Florida, LLC

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to a Sleepare in *** to test and purchase a new mattress for environmental reasons (home testing trials are wasteful). We were interested in a ***** mattress, but the salesman directed ** to an MLily mattress, which was about $500 more because it would be "handmade per order." That claim was also made in the confirmation email and by a telephone customer service rep [the rep].When the mattress arrived, the packaging had large rust stains on it, and we soon discovered tags on the mattress with a November 2021 manufacture date. I spoke with the rep and emailed him photos on 2/27/2023. The rep offered to have ** exchange the mattress, but due to environmental concerns, I didn't want to be wasteful. The problem is that I don't appreciate paying a premium for a false claim. The rep said the mattress may not be "handmade," but it was made to order, and that he would call back to confirm.I checked in on 3/2 by email, and there were no updates. On 3/8, I called MLily who confirmed that my mattress was made in 2021, and not handmade nor to order. I shared this with the Sleepare rep, who said he'd confirm with ***** and would look into a partial refund. On 3/22, the rep called saying ***** said my mattress was made to order, however only the mattress tag was printed in November 2021. (This seemed hard to believe, and when I spoke to ***** again, they said Sleepare frequently misrepresents their products, and that the rep's claims were "bizarre" and "crazy.") The rep said he would confirm a partial refund by 3/24, and then delayed to 3/31. On 4/3, he offered a $100 refund, which I said was insufficient, considering the premium we paid for a false claim. He said he understood and would call on 4/4 with a larger refund. It is now 4/5, and I'm filing cthis compalint in the hope this will finally be resolved, and to hopefully prevent Sleepare from continuing to misrepresent products and mislead customers.

  

  Business response

  05/01/2023

  We apologize for any miscommunication. Our records indicate that the customer agreed to a partial refund and the refund was processed on 4/10. Please find the attached refund receipt.  Thank you.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a Helix Twilight Luxe on 8/24/22 for $2844.83 from the Sleepare ********** store. After 30 days, I reached out to the office to see about returning it due to causing back pain for my spouse and I. I was encouraged to try a pillow topper. The store sent the topper, however, it did not help, and we were still having back pain. We went to the store to see what our options were and were encouraged to exchange it. We did ask if we could return it if we didnt like it and no one mentioned their policy of only ONE return or exchange. We decided to go with the next level of a "softer" mattress, the Helix Midnight Luxe. We were not told by anyone that we only get "ONE" either exchange or return at anytime we mentioned concern about the mattress causing back pain. The ****** store exchanged the Helix for the Midnight Luxe after sending the exchange from dated 11/11/2022. The mattress was delivered by a third party in December 2022. After 2-3 weeks of sleeping on this mattress, there was no change, and it was still causing significant sleep disturbance/lower back pain for both my husband and I. We reached out to the ****** store more than 10 times via e-mail and were told finally that the policy was only one exchange/return. We then asked to speak to a manager and were told he would contact us, but we never received a phone call after reaching out to them 3-4 additional times. This mattress was very expensive and if we were told we only received either a return or exchange, we would have opted to return it. We would like to return this mattress for a full refund and get support in getting a resolution for returning it.

  

  Business response

  04/12/2023

  *******, thank you for sharing your experience here at SleePare and that you are willing to be open on your opinions of our services, as it will assist us in growing as a company. We apologize that you feel misinformed about our policy. That said, our exchange/return policy is displayed on the check out desk for all of our customers to review it is also listed at the bottom of every printed receipt as well as our online receipts that a customer may view the policy on our website.
  
  
  Furthermore, at your request on November 18th, 2022. We did an exchange with a Helix Midnight luxe. Moreover, in the interest of transparency we also have our exchange/return policy listed on the form that was sent to you initially to start the exchange process and to mention that you signed that exchange form with our policy.

  Customer response

  04/12/2023

   
  Complaint: 19543004
  
  I am rejecting this response because:  The second salesperson when we returned to the store complaining about the initial mattress, did not verbalize the return policy or emphasize that we would not get our money back if we exchanged the mattress and still had an issue.  If he would have said "our policy is you only get one exchange" it would definitely have affected our decision.  I would have my money back, and there would be no issue.  I would not have exchanged the mattress.  I am looking to still return this unused (less than 30 days) mattress for a refund. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/15/2023

  Thank you again for sharing your experience with us , it helps us to improve our service.

  After carefully reviewing your case , we think that we did our best to solve the problem. Each customer has only one return/exchange per household.

  We have our policy displayed in our store , on the order receipt and in the email you received after placing your order.

  Also, we have attached the return/exchange form signed by you where you acknowledged that you had read our policy before signing.  

  We apologize for the inconvenience.

  Thank you

  Customer response

  04/17/2023

   
  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

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In advance forgive me for my bad English. Me and my wife purchased Mlily mattress at Sleepare ***. for $2,933 .09 on 10/ 24/21. After sleeping couple nights, I knew I have to return it. The cooling technology that supposed to be there, did not work at all. It had really bad pressure point relief, so my arms and shoulders were getting numb very quickly. I was sleep deprived because of that mattress. We decided to make an exchange. When we came a second time, we were met by a new salesperson named *****. I explained her the situation with the mattress and to make sure I asked her an exact question: Will I be able to return that second mattress I am about to choose if I will not like it? She said: Yes, but I am not 100 % sure, let me ask my boss. She did a call and came to us saying: Yes, you can return the second mattress as well, but you will have to pay a $100 pick up fee. So, we had chosen another mattress, and filled out the exchange form on 01/09/22. When the mattress came, it was a totally different mattress. I called the office. They agreed that ***** made a mistake because she does not know names of the mattresses, and it happened because someone from customers put a wrong label from other bed on the mattress we wanted. Finally, after couple weeks came the second mattress. After first sleepless night I knew, I would have to return it as well, but as they say sleep for 30-days, body has to adjust, so we slept. It trapps heat inside, has really bad pressure point relief. I cannot sleep, waking up hot and with numb arms during the nights, in the morning my back hurts. I called them to make a return. They sent me form, I filled out. Then they say that their policy does not allow to return second mattress. Manager of the company had called me saying the same, even if you bring it to the store, no money back. What a scam!!! They clearly lied to me, and according to reviews to other people. Now I have to sleep on something That makes me sick. Please help!

  

  Business response

  06/24/2022

  The customer placed the order with ********************** on October 24th 2021. A order confirmation receipt was sent to the customers email address. The Sleepare receipt along with detailing the order also lists the company's policies, so that our customers are familiar with our guidelines and our procedures. According to the Sleepare return and exchange policy there's only one exchange and or return per order, The customer request for an exchange of the mattress on February 4, 2022. Which was approved and the customer was sent out the exchanged mattress promptly.  However, several weeks later *************** comes back asking another exchange and he was informed of the policy by our store staff and our customer service team a number of times but the customer did not agree with it and started to threaten taking the matter to various platforms. Which is completely his own prerogative however, we can not do multiple exchanges per order. 

  I'm linking the receipt in the response as well. Which highlight the Sleepare return and exchange policy.  Thank you. 
  
  https://newyork.sleepare.com/pdf/receipt/5961

  Customer response

  06/27/2022

   
  Complaint: 17260651
  
  I am rejecting this response because:

  I still think that this company should not treat people like they treated me and my wife and go away with it. The statement that I want another exchange is incorrect.  I want to return that crappy mattress,  not exchange!

  If they would not lied into my face, I would not make that exchange,  I simply would return the first mattress,  and leave.  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Mlily PowerCool Queen sized mattress from the Sleepare store located in *** on Feb 5 for $2091. I confirmed the return policy at the time of purchase, and I confirmed that I would be able to return the mattress within 100 days for a full refund minus $100 fee even though I live in a different state. In fact, I was told that there was a special promotion going on where I wouldn't even be charged a $100 fee if I needed to return.I initiated the return process on Feb 17. First I called and spoke to a customer service representative (***** D). As requested, I sent an email explaining why I wished to return. Then I filled out a form they provided, again explaining why I wished to return. They accepted the form and said they would refund my money. After I sent multiple emails asking where my refund was, I spoke with a representative (***** K) by phone. He said that they can't refund the money until I donate the mattress to charity and send them the receipt. The online return policy says: "The mattress must be returned to the showroom, undamaged, unwashed, and spotless. For your convenience, the mattress may be returned to any of the Sleepare showrooms. If you cannot return the mattress to a showroom, we will be happy to set up a pick up, for a $100 pick up fee, that will be deducted from the refunded amount." I sent the company an email quoting this return policy, to which they did not reply. However, I got a phone call on 4/13 from ***** D saying that they are ready to proceed with the refund and just need my credit card details. I gave them my credit card info. I called to follow up on 4/21, 4/22, and today 4/23. Each time, they tell me that issuing my refund is on their to do list and it will get done. But I still haven't received the money.

  

  Business response

  04/26/2022

  Hello, 

  Customer has already confirmed receiving the refund earlier this week, and said she will contact you to cancel the complaint, please verify with her.

   

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