Complaints

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

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  Sleep City

  3011 American Way Missoula, MT 59808-1921

  
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  Sleep City

  2100 S Reserve St Missoula, MT 59801-6451

  

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:06/05/2023

  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.

  I am writing to file a formal complaint against sleepcity.com (********, **) regarding their unethical business practices and refusal to issue a refund for a defective mattress we purchased from them.On 02/21/23, we bought a ******* Beauty Rest from sleepcity.com. Unfortunately, from the very first night, it became evident that the mattress was defective and did not meet the promised quality standards. The issues we encountered include dipping, irregularities in firmness, etc. which left me not being able to walk.As responsible consumers, we immediately contactedleepcity.com to seek a resolution for this matter. Despite explaining the situation and offering to send my doctor ******** and a doctors note, they outright refused to acknowledge their responsibility and denied our request for a refund.We find it utterly unacceptable that sleepcity.com is attempting to absolve themselves of their obligations. We believe we are well within our rights to expect a product that is free from defects and performs as advertised.Furthermore, we have made numerous attempts to communicate with sleepcity.com, both by phone and email, but our complaints have fallen on deaf ears. Their lack of unwillingness to refund ** for a defective product has left us feeling frustrated, deceived, and taken advantage of as consumers.We are seeking immediate action to rectify this situation. Our desired resolution is a full refund for the defective mattress, as it is clear that a replacement or repair will not resolve the inherent flaws in the product we received.We trust that the Better Business Bureau will investigate this matter thoroughly and hold sleepcity.com accountable for their negligent actions. We request your assistance in resolving this dispute promptly and securing the refund we are entitled to.

  

  Business Response

  Date: 06/09/2023

  I am writing in response to *********************************** complaint and request for a refund. Sleep City sells the most trusted brands in the mattress industry.These brands carry a 10-year manufacturer warranty. The customer is claiming unethical business practices because of the refusal to issue a refund. The fact is our policies clearly state we do not offer refunds on any mattress purchase and never have in our 20+ years in business.

  The BBB should deny **************** claim because we clearly state our policies on our website and provide a FAQ after purchase.  See the full return policy here: ***************************************************
  
  Our return policy is as follows:
  - Any delivered mattress purchase is not eligible for return. 
  - Mattress purchases can be exchanged within 100 nights. 
    - See Love Your Bed Guarantee.
    - No cash back.
  - Due to the personal nature all pillows, linen, and mattress protectors cannot be returned or exchanged.
  - All promotional items including bedding accessories or gift cards cannot be returned or exchanged.  
  - If the customer receives these items prior to the delivery of a mattress and cancels the mattress purchase for any reason, the customer will be responsible to pay the full retail value of the non-returnable items.
  - 100 Day Price Guarantee applies to all orders.
  - If an item arrives damaged during shipment, please note the damage on the delivery receipt and call us immediately at ************** so that we can make arrangements for a return/replacement (at no cost to you).
  - Adjustable bases are non-returnable and non-exchangeable.
  
  The customer also states they made numerous attempts to communicate with sleepcity.com both by phone and email but their complaints fell on def ears. This is completely and utterly false. We have thoroughly investigated how detailed and quick response times were with **************** and the fact is our company provided her excellent customer service going above and beyond when we could to the point where the customer complimented our ******************** consultant. **************** went out of her way to say how much she appreciated our customer service, which you can view in the email communication between our company and **************** (see email attachment 1).
  
   Just wanted to thank you for helping us during this process. You have been very kind and accommodating and we really appreciate it" which proves we provided excellent customer service.

  If a customer receives a mattress that is defective it is considered a warranty claim. If a customer does not like the feel of the mattress, it is a comfort exchange. Whether **************** was dealing with a warranty or comfort issue was unclear. We followed standard protocol to try to isolate the issue and asked *************** to provide proof of the defect. When we are dealing with a warranty, we must receive photo proof of the defective mattress so the manufacturer can either approve or deny the claim. Even after being asked repeatedly, **************** never sent any proof of the defects she complains about. Generally, in the mattress industry if you are not able to provide proof of defect it ends up being a comfort issue. Instead of assuming that was the case and making **************** provide proof, our Vice President called ******* directly to ask for the mattress to be considered a warranty issue and approve it to be replaced. This is an extremely rare circumstance and shows how we tried to do everything we could to help this customer.

  Our policies are very clear on our website, but we also send additional documents outlining Frequently Asked Questions after a purchase is made with sleepcity.com. The Sleep City FAQs Delivery, Exchange, & Warranty document (which has been attached) outlines our comfort exchange called The Love Your Bed Guarantee so people understand what to do when they receive a mattress that is not the right fit.

  It is a responsible consumers job to understand policies when making a purchase. When **************** first reached out about her mattress, she stated the mattress was too firm and she was rolling in the middle.  When a customer states a mattress is too firm it is usually a comfort issue or needs time to break in.  This is very standard in the mattress industry which we explained in detail to her.  When **************** mentioned rolling in the middle,we asked for visible depressions or dips and asked how the bed was being supported since a box spring was not purchased with the mattress. If photos were supplied the mattress would have been replaced the first time the customer reached out because that would guarantee we were dealing with a warranty issue and not a comfort issue.  The customer was not willing to provide evidence. 

  After receiving the approval from *******,Sleep City offered **************** a replacement mattress AT NO COST on April 27,2023.  (see email attachment 2). Not only did we offer a replacement mattress we offered to allow **************** to select a mattress from any of the brands we carry in case she was hesitant to get into another ******* mattress. At one point our sales rep even guided her to a collection she felt would be a good fit in the ******* & ****** line.  (see email attachment 3). On June 3 the customer sent an email and asked for ** to replace the mattress with a brand we do not carry even though a list of brands **************** could select from was provided to her in email form from a Sleep City sleep consultant.
  The customer states they made numerous attempts to contact us. They state feeling frustrated and deceived, however,our evidence supports the opposite. We have copies of over 20 email communications back to this customer and have always responded promptly as we do with all of our customers.  We are happy to share this communication with the BBB in order to show our top-notch customer service.  

  When the customer would not accept our policy of no refunds, the ** of Sleep City called the customer personally.  As soon as the ** stated Sleep Citys policies of not offering refunds, the customer began calling him rude, stating he was not listening to her, then used profanities and ultimately hung up the phone.  Our desired resolution is to follow through with the replacement but will not allow a return as our policies clearly state we cannot allow returns on a mattress purchase.  

  **************** has gone to multiple review sites and is incorrectly and unjustifiably harassing our company.  Taking it a step further she then threatened to go to the BBB so we would break our policies and side with the customer. The simple fact is we DO NOT offer returns and make sure that is very clear for consumers to understand.  We trust the BBB understands businesses have policies in place to protect them from situations like this.  We will continue to follow our policies in order to be a successful business in the mattress industry.

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20146699
  
  I am rejecting this response because:

  I am allowed to post truthful reviews about my experience with this company and about my experience with its VP and people should know what they are signing up for. Based on their other reviews, I am clearly not the only one who has had a problem with their company, their products, and their customer service whether they want to admit that or not. I reached out to their customer service within 5 days of receiving this mattress to let them know something was wrong with the mattress. I also let them know that I kept waking up and couldn't walk, that I could feel dipping in the inside of the mattress, it was causing me to roll, and that I had to go to the doctor. I offered to send them my receipts to the doctor and a doctor's note both which were refused. I also told them to come and get the mattress. First, I was questioned about my bed frame and told that the mattress could have been mislabeled and also told that I should expect a mattress to be uch harder when I first order it. I have had brand new mattresses made to order before and while I expected it to be a little firmer than what I tried to the store I knew that this, under no circumsrance was normal. After much back and forth Sleep City offered to swap my mattress out for $150. I spent over $3200, they sent me a defective mattress and wanted me to pay an additional $150...? I ended up calling the maufacturer myself and spoke to their representative directly. I explained the situation and she said this was absolutely not normal and that the bed needed to be returned immediately. I let Sleep City know what the manufacturer said and then, only then did they decide to waive the $150 fee. I even called another Sleep City store - I don't know this company's set up, how they are related, etc., but the gentleman I spoke to at a different store explained the process and said that once a bed comes back the store will file a claim with that manufacturer and their money will be returned.This is NOT a comfort problem. Sleep City admittedly sent me a defective mattress and we would never want to conduct business with them again based on how this has been handled. If I order a box of plates and they all come broken, yes, I am going to ask for a refund.

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