ComplaintsforSleepworks

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sleepworks in ********** **. Purchased a bed, the salesman told me it was latex.brought it home and saw the tag said polyurethane foam.Tried to return it less than 1 hour later. They said it was a final sale and could not be returned. Looking at the dirty tag I actually think they sold me a used bed. If they had told me that to begin with I never would have purchased.I want to return the bed. I tried to return it right after purchasing and they would not take it back

  Business response

  11/23/2021

  We spent nearly 2 hours with customer explaining the difference between clean, natural and organic mattresses. Descriptions were ******** clear on what she was purchasing at a substantial discount. 
  Customer was shown organic, natural ************************ and the all latex Velika that was $4599.99, this was more than she wanted to spend but liked the discount on the one she chose that was on display and on clearance. The mattress purchased was so heavily discounted with the special foundations she got were significantly below cost. if they werent on floor sample clearance, the foundations alone sell for what she paid for both the foundations and mattress. It was very clear explaining that the mattress has 100% natural latex on top of a plant based foam core. 

  
  The display model was in pristine condition as both she and her husband inspected it thoroughly before we wrapped it, she was EXTREMELY cautious, looking it over and inspecting before we loaded it into their suv.
  I was ******** clear that it was a final sale and signed the invoice just below our terms and conditions, her husband "******"said that his wife read the law tag and was concerned that it has polyurethane in the core, never mentioning that she thought it was a used mattress,  she inspected it and it was obvious this was not a used mattress,

  I explained that EVERY major mattress brand has polyurethane in it but ours and this particular mattress has Certifications that there are no harmful off gases coming from our mattresses.
  Most of all the other brands dont have these certifications, I am truly disappointed that she is making this complaint, she asked so many questions and was extraordinarily cautious before purchase, I am doing this over 35 years and I dont come across a customer like that even once a year, she was cautious and specific, I am not clear on what exactly her complaint is,based on what her husband said she was concerned about polyurethane, if that is truly her concern we would do an exchange only on a certified organic mattress at MSRP even though customer signed that this was a final sale, and as an extra courtesy being that she would probably only buy organic in the future we would extend a 10% discount on any future purchase after she purchased a certified organic mattress at regular MSRP with exchange on set she purchased. 

• Initial Complaint

  07/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have tried to deal with Sleepworks the past 8 days, but the haven't even tried to rectify it. The service we experienced from Sleepworks in ********* was by far the worst purchase experience I have ever dealt with. I understand the delays were due to Covid and nationwide manufacturing and shipping delays, but after waiting over 4 months for bedroom furniture we were dissatisfied in more ways than one. We initially spoke to the owner and he passed off his notes to someone else for processing and the wrong model was ordered (not the one discussed). 4 months later when delivered, we tried to tell the store we got the wrong model and they said it was our fault because petite wasn't written on the invoice so we got the one we ordered. No offer to exchange, credit, or even apologize for the mistake. The furniture also arrived damaged, was damaged more on site, and put together incorrectly. The customer service provided by ********************** in ********* is horrible on all fronts.

  Business response

  08/16/2021

  Hello, I was not involved with this customer but would like to help correct the situation. We gave the customer a credit for adjustable bases. What else if anything would the customer like? Thank you, *****.

  Customer response

  08/19/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is UNsatisfactory to me and the matter has not really been resolved, but its null and void at this point. Yes, the adjustable base refund was processed, over a week after the product was return and only because of several follow **** but that isn't even the major concern. Honestly, all of this would have been avoided with a simple sorry about the mix-up apology early on and I still have not received one of those. Its null and void at this point though. It's clear they do not have great customer service skills and we will just leave it as ****** learned and close the case. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*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. ↩