ComplaintsforSleep Experts
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
A 10 year warranty was purchased on a dual power base from Sleep Experts on 5/7/2016. In August 2022, I notified Sleep Experts that I had sold the product because we are moving and requested cancellation of the policy and a refund of the remaining balance of the canceled warranty. After multiple trips to the store and calls to the store associates and store manager, we have not resolved this issue and nobody at the store has been able to provide us a copy of the warranty which describes terms and conditions of the warranty and procedures for cancellation. On 10/18/2022, the store manager told me that that the remaining 4 years of the canceled warranty were non-refundable. They have yet to provide us a copy of the warranty stating this information is accurate. I am requesting a refund for non-use of 45 months of the warranty, effective August 2022, when we first contacted Sleep Experts for resolution. The original warranty was $449.00 and a prorated refund at 45 months of non-use equates to $168.38.Initial Complaint
06/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My wife and I moved from Texas to Florida. We went to sleep experts to get a new mattress to go with our new house. We went in and looked while in Texas about a month before our delivery date so that we could order the mattress and have a place to sleep for $10,899.20. It was originally supposed to be delivered on March 3rd 2022. When we got no call I called them and they told me on March 3rd we had been pushed back until the 5th. I accepted that and they showed up on the 5th with a torn up mattress. We refused delivery and contacted the store again to setup another delivery for an untorn up mattress. They said it would be there Friday the 18th. I called to confirm on both Tuesday and Wednesday and nobody picked up the phone or returned my message. Thursday I called and they let me know it would be delivered Saturday not Friday. I asked to cancel at that point and get a full refund but they talked me into getting $750 returned to me for the difficulties. I agreed to that and got an undamaged bed on that Saturday the 19th. After about a month they sent a refund for $149.99 which is much less than the $750 I was promised. I never received any further return and after fighting with them for two months I returned the bed for a full refund on May 14th. On may 19th I received a partial refund of $9,197.72 which is not what we paid for the mattress. They still owe me $1,551.49 for a full return. I have had several call requesting this amount at this point with no further refund in sight. Could you help me get my remain $1,551.49? Order number: SOXXXXXXXXXInitial Complaint
02/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased and canceled the order on Feb 2 2022, have never received the refund till now Order#*********** Request: refund full amount of purchase price ASAP!Initial Complaint
02/03/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I purchased a mattress 06/06/20 from sleep experts. I advised the salesperson when I went in that I was looking for something less firm as I have back issues. I tried several mattresses and decided to go with a Kings Down SE Exquisite Crescent as the salesperson told me it would be a good mattress for my back. He said they had one that was a pre owned and that pre owns were a mattress someone purchased and had for a few days and if didn't like returned. He showed me a Kingsdown that I laid on and felt not firm but not soft either. He informed me the price of mattress was $5000 but that is not what I paid for. When the mattress was delivered, I spent a few weeks sleeping on it and it was hurting my back. I called the salesperson and told him and he stated the mattresses in the store are broken in due to people laying on them and I would need to break my mattress in by jumping on it or having my kids jump on it. I had my kids jump on it and it never broke the mattress in. I ended up having to go by a king topper for a bed I spent a lot of money on. I recently moved and on 01/26/2022 went into a mattress firm and had to buy a new king bed because I could not sleep on the other king mattress I bought anymore. It was killing my back. I was telling the salesperson about my experience and he looked up my previous order and advised me the previous salesperson sold me a firm Kingsdown. I am very upset that I had to go buy another mattress and spend another $2600 for a mattress that works for my back. I feel Sleep Experts/Mattress Firm should do something about this as I received a mattress i was not made clear by salesperson was a firm mattress. I feel I received a mattress that was not what the salesperson advised me I would be getting
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.