Complaints

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

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  Sack Time

  10640 N 71st Pl Scottsdale, AZ 85254-5202

  
• 

  Sack Time

  14224 N Scottsdale Rd Scottsdale, AZ 85254-4083

  

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:04/17/2025

  Type:Service or Repair 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.

  1/24/25 merchant first sold me a Sterns and Foster floor model mattress which I was toldnothing was wrong with it and that it was only being sold bc that model was discontinued. I left the store and hadn't purchased it yet bc I wanted to think about it and discuss it with my husband and she said it's the only one so hurry and call with my cc # if I wanted it and that I didn’t even need to come back and she could do it over the phone. So I called later and gave her my card #, and got the mattress later that night. I actually thought the bed felt off the very first night because it was on the floor, and thought maybe it would feel better once it was on a bedframe. I took off the mattress cover and could visibly see the defect right away. I emailed my concerns and included photos of the very obvious damage where you could see the pillow top having a huge gap instead of laying nicely on top like a sandwich. When I called to discuss the damage after sending photos, she said it was possible and probable that the mattress was on its side too long and that made sense because delivery was supposed to be around 6pm and it didn't arrive until after 8:30 and at that point I was not home, and my husband signed for it. She said to come on in and she would exchange it. She insisted that this Malouf mattress was very high end and the most popular and it's a hybrid and its very good for the back and a best seller. She told me it was also on sale and that its regular price is $5000 and that I was getting a very good deal because it was on sale for $2800 and then discounted further to $2495. I trusted her and went ahead and gave her my credit card to pay the difference of the original floor model mattress. That night I slept on what is the most UNCOMFORTABLE mattress. I quickly emailed the store in the morning and said this is the most uncomfortable mattress.Her reply was that I just cant be made happy and then said when they got the mattress back she didn't even inspect it

  

  Business Response

  Date: 04/22/2025

  On 01/24/25, you came
  into our store and picked out a mattress that was labeled Floor Model AS IS
  knowing the policy of no return, which you signed twice and again on the
  exchange. Once delivered, you immediately complained of no support. The
  mattress had no issues of any kind prior to delivery and during the
  installation. We mentioned to you that your bed frame system needed a bunkie
  board or some kind of solid platform to prevent any issues, but you choose to
  void that. Over a month later, you then came back in on 02/27/25, we did a
  courtesy exchange Last Comfort Exchange. We again brought up about the lack of
  support underneath the mattress, letting you know that you do need it and you
  still choose to not put in proper support. After exchanging the mattress, we
  noticed that the mattress had no issues, it was the lack of support underneath
  your bed causing the sinking you were mentioning. You then complained about not
  liking the bed and wanting a refund. To which now, after email exchanges back
  and forth, we came to realize that the only reason to why you had gone for the
  other brand Malouf, is because of their own policy advertised (not ours)
  thinking that you will receive a refund as mentioned in an email conversation.
  We were very clear on the policy and did a courtesy exchange on a Floor Model
  AS IS when it had no issues with proper support, just lack of support
  underneath in your bed was the issue all along. You disputed your charges while
  still having the merchandise in the home and we really tried our best to
  satisfy a client. We have been here since 1973 and have always been very honest
  and upfront of what is recommended to prevent sagging issues or any other
  problems with mattresses. We emailed you for a third replacement opportunity,
  but you choose to disregard the offer, to which we respect your decisions.
  Again, we cannot be held responsible for a lack of support on your bed causing
  these issues making you uncomfortable. 
  

  Customer Answer

  Date: 06/03/2025

  These people are liars. And I didn’t complain of no support , the gave me a visibly  damaged mattress that they exchanged and then sold me another mattress that was double the money and super uncomfortable which I let them know right away so I could give it back to them. There are many other complaints similar to mine on Google and yelp. They just keep lying and saying I have no support on my bed. That’s not the issue! The woman who sold it to me even admitted that the mattress was on its side to long when they delivered it and that’s what caused the damage which is why they exchanged it for me.

  

  Business Response

  Date: 06/04/2025

  The mattress had no issues of any kind
  prior to delivery and during the installation. We mentioned to you that your
  bed frame system needed a bunkie board or some kind of solid platform since the
  slats in the bed were too far apart and your coils are 2 inches in diameter
  which can lead to them slipping through slats creating waves with the mattress (we
  had given you a brochure on what is needed for correct support system and even
  have it on our website). A little over a month later, you then came back in on
  February 27, 2025 and we did a courtesy exchange putting down Last Comfort
  Exchange, again accepting our policy. We again brought up about the lack of
  support underneath the mattress, letting you know that you do need it and you
  still choose to not put in proper support. The additional charge was for
  product difference for the product you received. The first mattress has no issues upon exchange, it was the lack of support
  underneath your bed causing the sinking you were mentioning. You then still
  complained about not liking the bed and wanting a refund. To which now, after
  email exchanges back and forth, we came to realize that the only reason to why
  you had gone for the other brand named Malouf, is because of their own policy
  advertised (not ours) thinking that you will receive a refund as mentioned in
  an email conversation. We were very clear on the policy and did a courtesy
  exchange on a Floor Model AS IS when it had no issues with proper support, just
  lack of support underneath in your bed that will be a recurring
  issue with any future mattresses. We really tried our best to satisfy a client.
  We have been here since 1973 and have always been very honest and upfront of
  what is recommended to prevent sagging issues or any other problems with
  mattresses.

• Initial Complaint

  Date:12/25/2023

  Type:Service or Repair 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.

  We were lied to by Sack Time & spent $3133 for a defective **********************. We started talking to Tahnee at Sack Time in early 2022, went to the store twice to try out the beds & spoke to her on the phone many times, discussing our needs for a true to size 80 length bed. I'm 63 tall. The industry standard for King ********************** is 76 X 80. Any shorter & it won't fit the ************* ankles hang over the edge of the bed, causing my joints to dislocate. In October 2023 we ordered a King ********************** that ****** recommended & she guaranteed Itll be 76 X 80 & if not she would take it back, no questions asked. When it arrived, ******, the driver, could not lift the ********************** himself. I had to lift it out from the trailer & carry most of the weight of it. We asked ****** to wait, saying if it was wrong we would give it back, & measured it flat while in the bag. Both the ************** were under by about 2 inches. I immediately called Tahnee. She stated clearly many times while my wife listened, If its not 76X80 its the manufacturers *********** would take it back & said to "go ahead and sleep on it with the protective pad bought from Sack Time" & as long as it was free of marks or damage she'd take it back at no charge & replace it with one that was correct. ****** insisted we take it out of the bag. I asked if we do & its still not measuring up correctly, will she replace it? She stated each time, Yes. We did & laid it flat. It still measured short on length and width. We took photos as proof she could share with her manufacturer. ****** said again, go ahead & sleep on it & the replacement should be about a week. Immediately after ****** drove away, ****** suddenly said that she would not take the ********************** back & became rude. We emailed her pictures of the measurements & asked her for the promised replacement. She refused. We were lied to, set up &scammed by Sack Time. The ********************** is now in the plastic bag in our *********** want them to retrieve *********** us.

  

  Business Response

  Date: 12/26/2023

  In response to this complaint:

  **** spoke with us several times before purchasing. I did explain to him the different approximate sizes that were available. I recommended a ********** King size (approximate 72 x 84), but he ended up purchasing the King (approximate 76 x 80). On November 7, 2023, while 15 minutes on tph phone with ****, I understood that he was measuring the ********************** with the plastic still on, and upright instead of lying flat, this is why his pictures he showed us did not measure correctly at the time. I asked our delivery men ****** to go back into his home to measure himself, which upset **** that ****** was to measure himself. When ****** measured onsite, the measurements were normal and it measured **** inches wide by **** inches long, which is correct on a king (approximate is 76 x 80). **** was very frustrated that he made a mistake. I told him about the restocking and shipping costs if we were to change to a Cal King, but then started he started to yell at me on the phone. I gave him options on November 10, 2023, Option 1: If the current King ********************** you have ordered is still sealed in its original plastic, then we can be glad to switch to a ********** King dimensions with a delivery charge of $300. Option 2: If the current King ********************** you have received is already open, we can take it back within the 7 days from date of delivery with 50% restocking fees and do the exchange to a ********** King with a paid balance due and an additional $300 delivery charge. Current ********************** must have the tags and be clean. Option 3: You keep the ********************** that you ordered and received. In conclusion, the client received what was ordered and there will be nothing more of what can be done now. Our policy states and is signed, ALL **************** ARE FINAL AND NON-REFUNDABLE". He signed this at the bottom of the invoice and at the bottom of his credit card receipt accepting our policy. We tried our best. He changed his mind and there is only so much we can do.

  
  

  Customer Answer

  Date: 02/13/2024

  The reply that was received from SackTime is loaded with lies.  1.****** never once said that the sizes were approximate.  2. She never recommended a ********** King size bed until we had the mattress in our home and it was not the promised size. 3.We first measured the mattress standing up, but then laid it flat as she requested and it still did not measure up. 4.The photos we took show clearly that the bed was laying down as we measured because you can clearly see the floor rug on the floor underneath it. 5. I was not upset that the delivery man was measuring, I was upset because he measured falsely and incorrectly, by not beginning the measurement at the edge of the mattress and also pulling and stretching the fabric out at the edge with his hand to make it seem bigger than it was. 6. I did not sign either receipt.  7. I did not change my mind, I was not given what I was promised. 

  Only after ****** promised repeatedly that we could still return the bed even if it was not in the plastic did we remove the mattress from the bag so it could be measured again.  We sent pictures showing clearly how small it was. She lied and said she would replace it with a correctly sized mattress and we should sleep on the one we received until then. After the delivery person left, she then said she would not replace it.  The options she gave us later were ridiculous because she knew the mattress was unbagged because she told us to unbag it. We were never told of a 50% restocking fee or $300 delivery charge when she said she would replace the mattress, or we would have put it right back on the truck! This is a very deceitful business.  

  
  

  

  Business Response

  Date: 02/15/2024

  The client was given options on sizes and was well aware on the size he purchased. He agreed to our policy and signed both receipts. He did change his mind on the size he wanted once we delivered the order and was notified of the options offered via email which we both have copies of exchanged emails on record. The client recently tried disputing his card with still having the mattress in his home sleeping on it and we had to show proof that client accepted order and the delivery. Only after that was the dispute cleared from the merchant account because of client's acceptance of all terms. We cannot do more than what we have and client knew exactly what was purchased.