ComplaintsforSleep Outfitters USA

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  07/01/2024 I am sure other customers have had good experiences here but they dropped the ball on this one. ******* ****** sold us a split king with a power base- 8 massage functions and a motion light under the bed for $11,500. The experience was great in the store but since delivery it has been silence from the store. ******* assured me ****** would call me right away- that was a week ago. Firstly the wrong size mattress protectors were delivered and understandably we did not want to sleep on a $11,000+ bed without the protectors. I work nights and to accommodate the delivery I had stayed up all night. The store was made aware of the issue and said that it would be taken care of immediately. It wasn’t until the next day that we were able to sleep in our bed. The bases we thought we paid for (still under the impression we have paid for) are NOT AT ALL what we received and I have left messages, voicemails, and text messages with the store and have heard nothing. One of the built in charging outlets has fallen out and now there are thin wires dangling out of the frame. I have given them opportunity after opportunity to reach out and at least EXPLAIN what happened. The last communication we’ve had, ******* looked into the account on the phone and said “oh, this is all wrong- ritchie is calling me now- he will call you right away”. Absolutely nothing from them since. I cant in good conscience recommend anyone shop here. I have never reached out to the Better Business Bureau regarding an experience, but this warrants their involvement because Sleep Outfitters did not deliver what we were told we purchased and has failed abysmally in their customer service

  Business response

  07/23/2024

  Hi ********

  We hate to hear that your experience has been anything less than amazing, and we definitely want to address these concerns with you. I've attached our call logs of the attempts to and from the phone number provided, and it appears that our latest conversation occurred on 7/19.

  Due to the concerns, we've escalated and the District Manager will be contacting you so that we can reach a resolution. What is a good day and time frame that works best for you?

  Customer response

  07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Please tell the company that I work midnights, but I will try my best to make myself available. I am off tomorrow and the next da
  

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

  Business response

  07/23/2024

  I'll inform the District Manager that you are off the next two days and that you work nights. Out of respect for your schedule, can you provide a timeframe that works best for you?

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  me and my wife bought a bed from sleep outfitters on false pretenses by a salesman named ******* ******* on April 6, 2024. On the process of buying the bed we asked the salesman numerous times if we are not satisfied can we return it based on the expensive cost and he said as long as you buy the protective cover you have a 120 days. We reached out by phone on 14, May 2024 and was told we could not return it and the salesman who sold it flat out lied. This store does not practice good quality sales in our community and lie to make a sale. We are displeased with the bed and now fighting to have the bed returned.

  Business response

  05/15/2024

  Thank you for bringing this to our attention and allowing us an opportunity to investigate. I've attached the paperwork signed at the time of purchase. In the first image, there is a line item indicating "No exchanges or returns", and in the second image under 120-Night Sleep Trial section, it outlines that purchased products cannot be returned. Our terms and conditions can also be found on our website, ******************************************************

  We pride ourselves on our 120-Night Sleep Trial, which allows you to exchange your mattress purchase one time after the original purchase, within 120 days of purchase, for a new mattress of equal or greater value, provided you have slept on it a minimum of 30 nights, have completed our comfort concern questionnaire, and have kept it in like-new condition by using a mattress protector purchased at the same time as the mattress purchase, from Sleep Outfitters.

  After following up with the store to learn more, we sadly learned that *** ***** ****** returned to our Clarksville location recently in an unprofessional manner using profanity and making threats. The District Manager was at the location at this time and was able to de-escalate the situation. During this process, there appeared to be confusion between *** ****** and his wife, whom was the original purchaser and the one we had our previous communications with. In spite of the unprofessional behavior, our District Manager continued to offer the comfort exchange to our honor our 120-Night Sleep Trial. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a bed from sleep outfitters. It arrived and the delivery crew damaged my bed frame. They acknowledged the issue. I contacted the customer service team and stated “To make this right they need to cover expense and offer some kind of discount or money for my time wasted / hassle. They evaded the last point made. Today they said they will cover the repair but not my time or hassle. It is against their policy. So, i have a store not responsible for the delivery and a delivery group not responsible for the sale. This will not be rectified until the total cost is paid. A discount for my time (weeks) wasted or a discount for the hassle and trouble.

  Business response

  04/26/2024

  We have processed and sent a check in the amount of $300 to cover the cost of the repairs in the attached images. All correspondence to the guest were within 24 hours if not same day while addressing the damages, and expectations were initially set that Sleep Outfitters would cover the quoted cost to repair the damages caused by the delivery team. Any delayed time was not due to Sleep Outfitters.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  10/2023 We are both Disabled Seniors barely living paycheck to paycheck. We didn't have alot of money for a new bed, but our old one was 40 years old and we just couldn't stand it any longer. I told Sleep Outfitters I had *********** and needed a bed with good back and hip support. The only one we could afford was a $600 mattress that they said would provide adequate support. They sold us a board for a foundation. I called a few days before delivery with some questions and was told the mattress couldn't be returned during the 120 day trial period unless we bought a $70 mattress pad from them, then $100 exchange fee. I wanted to back out bc I don't believe they told me that and looking online, mattress didn't get good reviews, but out of time. Mattress was delivered yesterday and worst mattress ever. So soft it gave zero support and you can actually feel tufts in mattress. I would be writing a totally different review had they told us they really wouldn't recommend that mattress. So we are broke, have a mattress that is 100% not going to help us and nothing we can do that doesn't involve jumping through hoops. This is a Sealy mattress so a little surprised. But never buy from them, they are dishonest and only out for money, not customers comfort. Totally inferior mattress and business. Idk how anyone with a conscience can take advantage of Disabled Seniors like that. I will be going to Dr today for my hip bc of this crappy, soft bed.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have had a order of a mattress since October 2022, they will not deliver my mattress. I have been calling twice a month since October 2022 asking them to please help me. They always tell me they are going to email someone higher up in the company and that I will get a response shortly but I never get a response. I just want my mattress delivered

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two mattresses from Sleep Outfitters and one the mattress had a sag and was causing my back to hurt. I was able to get the mattress replaced and ordered a firmer mattress on 5/15/2023 and the new mattress hurts my body so badly. It hurt worse in the beginning and I’ve tried to live with it but I can’t. I need them to take this mattress back and refund me my money. When I bought the first mattress the guy didn’t tell me there were no returns and only exchanges. I had to read the papers after. The other mattress we have is great and have no issues but the king size hurts to much. I just want to return it and get my money back. I can’t live like this anymore.

  Business response

  07/05/2023

  Guest is eligible for additional warranty exchange or comfort exchange if she so chooses to do so - Guest is not eligible for return and refund per the signed paperwork at the point of sale. I am reaching out to guest to work toward resolution of issues. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my bed frame from sleep outfitters. My bed frame IS my box spring and support to my mattress that I also purchased at sleep outfitters. At the time of purchase I was told I have to use a certain type of bed frame in order to properly support my mattress or I would void my warranty for said mattress. I was not told I was purchasing my bedframe from a third party even though I purchased it directly from sleep outfitters and it was delivered and set up by sleep outfitters employees. Now that I have an issue with the bedframe and submitted a claim for a new bedframe I am all of a sudden being told I have to go through a separate company called ******** for my warranty claim on my bedframe. Sleep outfitters clearly states “box springs that rattle or squeak” are covered under warranty. Yet ******** immediately came to the conclusion they were not going to grant my warranty claim for something sleep outfitters the actual seller of product says is covered. I want my bedframe replaced by sleep outfitters because the issue is covered under warranty. My invoice number is *********** for my SLEEP OUTFITTERS purchase. I have attached the email responses I received from both companies. As well as a screenshot of what’s covered under warranty by sleep outfitters. Which is on their website posted currently for all to view so I clearly don’t understand what the issue is.

  Business response

  12/09/2022

  Good morning - 

  Sleep Outfitters has upgraded the frame as replacement. This was delivered on 11/29. This has been resolved.

   

  Thank you,

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

  Sleep Outfitters USA

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First purchase was 8/26/21 for a mattress and bed frame. The mattress went flat and I called the business. They replaced it and that mattress started doing the same thing. Now they refuse to come and check the mattress and aren't standing behind their warranty. The warranty is 10 years. I have tried multiple times to contact them about this issue, and nothing has been done.

  Business response

  09/06/2022

  Ms. ******* purchased a ************ mattress on August 17, 2021 and financed $2,526.94. She
  returned 3 days later and purchased an adjustable base for which she paid cash for. Ms. *******
  returned to the store in December to explain that the mattress she purchased was too soft (she
  purchased a firm mattress). We processed an exchange of her mattress under a DOA (defective on arrival ; no cost to guest) to make sure that
  the mattress was not defective. She received the new mattress and a couple of months later, she was
  having the same issue. Since we had already replaced the mattress and she was having the same issue,
  she was referred to ************ to file a warranty claim. ************ services their own products for
  warranty issues, we do not have the authority to service their products.

  
  We spoke with the guest and she stated that she was never told to contact ************, so we provided
  her with the phone number and the website to file the warranty claim. She stated that she would reach
  out to ************.

  
  Please let us know if you need anything additional.

  Customer response

  09/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  ********* *******

  Business response

  09/29/2022

  Ms. ******* will need to contact ****** ***** as instructed and follow their warranty guidelines. The warranty is through the manufacturer of the product. They will determine the validity of the claim and what steps can (if approved) be taken to resolve. We have provided Ms. ******* with the correct contact information to proceed. 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Remote to bed not working. Local store assisted with troubleshooting wasn't able to repair. I called customer service without resolving or fixing my remote. Adjustmentable base to bed with remote

  Business response

  05/17/2022

  Business Response /* (1000, 10, 2022/04/28) */ Good afternoon, thank you for reaching out and sharing your concerns. We take guest satisfaction seriously and are glad to hear from you. I would like to apologize for the issues you have received from our company, but would love to rectify the situation as soon as possible. We have taken the appropriate steps with our Purchasing department and will be in touch with you via phone or email as soon as we have further information. We look forward to speaking with you and want to thank you again for bringing this to our attention so that we may better assist in the future.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress and have had it exchanged several times. I'm tired if exchanges and dealing with this company and only wish for a refund. I call the corporate office and they refuse to help. They say only store credit. They do not sell anything I would need. I will not buy from this company again.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/12) */ Good Afternoon, The manufacturer's warranty authorizes a repair or replacement of the product. We have offered to allow the full replacement value to be used on any product in our lineup however, we are not able to authorize a refund for the warranty bedding. Ms. ****** is welcome to reach out to the manufacturer directly to see if there are additional options they could offer that are outside of our lineup. Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated already. I have exchanged mattresses with this company several times. All I want is a refund of this mattress and they can get it back. I no longer want to deal with this company as they do not back their products 100% if they did they would have no issue with the refund. That is all I ask, is for a refund. I shouldn't have to go to the manufacturer for this as they are not the ones selling the product. Business Response /* (4000, 9, 2022/04/14) */ Unfortunately, the warranty is a manufacturer's warranty and does not permit a refund. We work with the best manufacturer's in the country who back there product with a full warranty replacement value from time of purchase. We can exchange the product but cannot return for a refund. Consumer Response /* (4200, 11, 2022/04/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Any company can do a refund. They just do not want to do a refund. All i want is a refund and this will be done with.

*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. ↩