ComplaintsforSleep City

• Initial Complaint

  02/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased 2 mattresses at Sleep City in **********, **. I have contacted the store about the Price match guarantee. We stand by our price match guarantee. If you find a better price at one of our competitors, request a price match below. The product must be a matching model and in stock to qualify.I found the same mattress from another site and submitted my price match. I was given free sheets, pillows and mattress protector for one bed. I was told that my price match is not valid because I was given these FREE gifts. They also had FREE deliver and removal. Which is also offered from the other site. Instead of the guaranteed price match I was offered another set of free sheets. Im sorry but that is not worth the price match. When stated these items were FREE I was told yes but they do have value. That is not something that is mentioned in price matching. Its on the item I purchased. I actually purchased TWO. It does not state must include FREE accessories. The site I used also includes free shipping, returns and removal. Furthermore I have found it on additional sites even LOWER!! The item number is 700811411-1050.

  

  Business response

  02/05/2024

  We appreciate your feedback. Any price match will just require the model name and website info. The local store manager will be in touch and if your purchase qualifies they can process any credits. Thanks again for your business! 

  Customer response

  02/09/2024

  Complaint: ********
  
  They called and left a message. The number they called from isnt working to receive calls. I tried several times. I tried texting that number back also but no response. The call was from ****** (?) ************. No resolution has been made.
  
  Regards,
  
  *************************

  

  Business response

  02/12/2024

  Appreciate your feedback. The local store manager will be in touch to get your issue resolved quickly. Please contact us @ ************ for any additional questions. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello. Ive ordered a mattress from Sleep City and was told that they would hold on to it until Ive moved into a place. I am now at home and Ive tried for days to contact sleep city to give the delivery address. No answer. *** even left several messages and no response. I used affirm for this mattress and I would like to at least get a refund to submit to affirm. I have the receipt also.

  Customer response

  01/25/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ResT bed from the store with all the bells and ***** for around $8,000. In early March or so the sensor on one half of the bed went out and we were not able to use the bed at that point. I reached out to the store multiple times and was told they would contact ResT to take care of the warranty - we purchased this bed because it came with 10 years - and never heard back. Continued to call and get the same response with no action taken. Also reached out to ResT which never contacted back. Finally, the store told me to email Sleep City's warranty department. Did this and never got a reply. Due to medical reasons (letter of medical necessity) we had to go purchase a new bed and with nowhere to store this one we got rid of it. We spent a month trying to get this done and finally moved on. Feel like we were completely scammed.

  

  Business response

  05/26/2023

  Thank you for your feedback on the issue. Any warranty issues are expedited and taken care of quickly as possible, there are sometimes delays from the manufacturer that are out of our control but our goal is to make sure the customer is happy. We have relayed the info to the area manager and the best contact is: **********************************************

  Customer response

  05/30/2023

  Complaint: 20107372
  
  I am rejecting this response because: so far it is on me that nothing can be done because we got rid of the bed after almost 2 months of no contact. I was told by the manager that I spoke to that he will look further into options so Im waiting on that. But as of now this is nowhere close to resolved. 
  
  Regards,
  
  ***************************

  

  Business response

  05/30/2023

  Thanks for your feedback. Unfortunately we do need the product for the customer to receive ********************** credit. We ship the product back to the vendor and without the product we cant process an exchange.. Any other questions on this matter please contact our customer service department: **********************************************

  Customer response

  05/31/2023

  Complaint: 20107372
  
  I am rejecting this response because: This was already discussed. Due to the time it took for any reply from either company we had to get a new bed for medical reasons. We cant store that big of a bed and after 8 or so weeks of trying to get a reply from anyone we had to switch and get rid of the bed. I emailed the warranty email for sleep city as was suggested in march and have yet to get a reply. So again, I did all I could and was left hanging. This isnt close to customer service or standing behind the promises that were made during the purchase. 
  
  Regards,
  
  ***************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a MLILY king *** which included sheets and two bamboo pillows for $6400.00. Bought a used BrookStone Massage Chair for $6255.89. Both purchases were made on 1/28/2023. Still have not received pillows. Was never sent the manual to the chair and it has never been fully functional as a result. I have reached out to the Grapevine location week after week over and over getting the run around on everything. It has now been two and a half months and I called again today getting the same run around. Salesperson was ****************** Order *******. I would like a return and pay $149 for an exchange or store credit. I wish to use my credit at a different Sleep City location for the same products. I will never step foot in the Grapevine location of Sleep City again.

  

  Business response

  04/24/2023

  First of all we would like to apologize for your experience. This is not how we do business and we do appreciate the feedback so we can address the issue. Hopefully you are happy with the resolution and if you need anything please contact us at: **********************************************

   

  Customer response

  04/24/2023

  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.
  

  ***This was resolved by the business just after this complaint was filed and I sent the BBB a message asking for cancellation . Thanks. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a mattress and received a free adjustable base at Sleep City, *********** a few months ago. At the time they were offering a free adjustable base with a mattress purchase.We were offered to upgrade the base to a massaging base unit for an additional $600 which we accepted. It did not work correctly from day one. The massage unit did not move all over the mattress. It was only working on about half of the bed. It was also so loud it sounded like a train! After several calls and run-a-round, they finally sent a technician to try and fix it. He came out 3 times and tried to fix it. After three attempts and about 8 hours of labor, the tech agreed it needed to be replaced and said he would contact Sleep City. Three months later...still no replacement. In addition to the base, the mattress has deep impressions after only two months. Sleep City is literally refusing to address this problem! (I think they are trying to ignore us until after our 140-day free exchange period is up). I have however been keeping good notes on our conversations. At this point, I am utterly frustrated. There is also evidence that the sales rep ************* have altered our original invoice. We were not provided an invoice until weeks later after multiple requests for it and was not correct - attached. I no longer have any confidence in this company as they have proved themselves to be unreliable and untrustworthy. We sincerely do not want to work with Sleep City any longer. We are senior citizens and my husband is a Veteran. We do not need this stress in our lives. We do not want to have to continue to call them for a resolution which it is quite obvious now they have no intention of providing. We are requesting a complete refund, Thank you for any assistance you can provide.**** and *********************

  

  Business response

  02/01/2023

  We do apologize for any issues that you have had and we strive to give the best customer service possible. The customer purchased a ********************** and adjustable base set. We were contacted by the customer that the adjustable base had a loud massage and had a tech sent out to inspect. After multiple attempts the tech determined there is no issue with the adjustable base and performs like the showroom models. The actual owner of the adjustable base company made the visit and determined there is no defect. SleepCity attempted to make the customer happy by offering an upgraded base (different manufacturer) at no additional charge ($400 value) the customer initially agreed in the ********************** to that exchange. The customer then states they have an issue with the mattress and demanded a free upgrade and spend no money out of pocket. They are within the 120 night trial and only require a $149 exchange fee and pay the difference if they upgrade. The customer stated to **** the sales manager that they wanted a Serta Icomfort found at a competitor. We carry all brands and can order any product but the customer doesnt want to pay any additional to exchange. All customers receive a copy of their ticket at the desk when they make their purchase. The bottom of the receipt states NO REFUNDS store credit only $149 exchange fee. The company was started in 2016 at the *********** location and currently have 9 locations throughout ***** and Louisianna. We pride ourselves in taking care of our customers and have gone above and beyond to resolve the issue. We do look forward to making the customer happy but there are no refunds only exchanges. The store manager has logged in excess of 20 calls attempting to resolve the situation but has not received a response. The customer can contact our area manager (****) and help expedite a solution. 

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• Initial Complaint

  09/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a partial bedroom suite - head board - railing - - electric lift for mattress - tall ******* drawers thats it they shipped in boxes -remanufactured wood - synthetic - at first just tried to leave it - next day they put it together - Its small like for a child - distressed Eid like - I spoke to the manager in grapevine- he said he would replace it with equal value -no one called **** fir 3 weeks - finally *** dud snd said NO WERE NOT REPLCing it - Ive been defrauded - Im calling police and file fraud charges - I spoke. To the lender. Acima - made the payment and said if this is not resolved they will not see another Ill *** al off them for deceptive trade /lender included - these people should not be in business Ive asked for ****** info and see he is hiding - ll bet he has been in bankruptcy-

  

  Business response

  09/23/2021

  Thank you for your feedback. Niko is the operations manager and will assist with any issues that you have. Our goal is for the customer to be happy. Niko can be reached at ************. Thanks and have a good day.

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