My husband and I bought a Dr. Breus bed from Sleepy’s and after two failed mattresses with major sagging and body impressions, Sleepy’s stopped carrying the line. Although we didn’t want another bad mattress, we were going to get the same one becuase we were told they are “baked” so some are actually good! haha.
Well Sleepy’s customer service said they would work with us to get a bed we like… only after writing a formal complaint letter to the company. Here’s my problem… we don’t like any of the beds they carry. And the ones that are in the showroom that feel nice, have poor customer reviews because they are not the same as in the store. We also never planned to buy a bed at Sleepy’s since we have a local custom mattress maker that has a great innerspring mattress. However, we stopped there because we saw on the website they had the Dr. Breus bed,which was a specialty mattress developed by a back doctor… and my husband has a bad back, so we thought this would be perfect!
Has anyone ever gotten their money back from Sleepy’s? Will they only ever offer me store credit? I am so frustrated and I’m worried I’ll be stuck getting a mattress from them that isn’t comfortable and doesn’t last, but also isn’t BAD enough to warranty a warranty exchange… and a comfort exchange will cost $400!!
Please share your story with me so I know what I am up against!!
Unfortunately, the Dr Breus mattresses are not quite what they are promoted to be and they are certainly not what can reasonably be called a “latex mattress”. Depending on the model, they contain between about 18% and 50% latex (by weight) which means that measured by layer thickness they would contain even less. I’m guessing the “baked” story is based on the fact that latex is heated in the curing process and because latex is so durable that must mean that baking makes the entire mattress durable. It’s amazing the stories that some salespeople can come up with.
My personal opinion is that Dr Breus should probably stick to giving sleep advice and that the idea that a “sleep doctor” knows how to build a mattress is just part of the marketing story that justifies higher prices than the materials in the mattress would indicate they are worth. This would be something like buying a Donald Trump mattress because he must know how to build quality. Endorsements are almost always used as a justification for higher prices or to make a mattress seem better than it really is.
IBC who manufactured the mattress is now out of business (as you know) but the Dr Breus name has been purchased by Comfort Solutions which will be continuing to manufacture the lineup.
As far as Sleepy’s goes … I understand your frustration and you are in the same boat as many others who have been trapped by an exchange policy that restricts you to a selection of mattresses that doesn’t include a high value choice. Like you … I believe that there isn’t a mattress in the store that I would choose to buy.
Dealing with Sleepy’s can be difficult at best and they don’t have a refund policy, only a one time exchange policy with fees attached (as you know) but if you go here … at least they are responding to customer complaints that are listed there. The key is to be as adamant as you can be and go “up the chain” as far as you can go. Don’t be shy about asking for a refund even though it is against policy. Sometimes it pays to keep going and take your issues a little further than most people would. An example of a refund success with one of their non mattress products is here.
As you also know … warranties have exclusions that make most warranty claims very difficult and unlikely to succeed.
Apparently there are still some Pure Latex Bliss mattresses in their system and this may be an option worth pursuing as they at least were a high quality mattress that Sleepy’s used to carry.
Good luck … and while I wouldn’t hold my breath that you will get a refund because their website clearly states that they only offer a one time exchange with fees attached … it’s certainly worth the effort to give it a try if there are no other options that make an exchange a realistic or attractive option. In the end though … you may have to choose the best of what they have.
Thank you for sharing your concerns. We welcome the opportunity to speak with you. Please reach out to me at [email protected] and include your invoice number and/or customer code and a telephone number with the best date and time for a Sleepy’s representative to reach you. Thank you.
I did contact you regarding this issue. As stated in my post, after writing an email to YOU, Sleepy’s customer service contacted me. However, I am not satisfied. My husband and I went to the store again to try to find a bed we liked, and we went with an open mind! We found two possibilities, but they were double the price of our Dr. Breus. And when we got home and did the research and comment reviews, we found they had just as many negative reviews as the Dr. Breus.
Please check your email and reply directly to my email. I would appreciate it very much.
UPDATE: My husband and I went to the store and found a bed we liked. I spoke with Rosalee, the Sleepy’s rep… and she offered to do an even exchange for the new mattress for just the $45 delivery fee. We are happy with the customer service, our new bed is going to be delivered tomorrow!
Just to let you know how good a deal we seem to have gotten, our Dr. Breus out the door was $2200. The new bed, the Sleep to Live, MySide Series 6, retails for $4100 (plus tax!)
Hopefully this one is the same dream bed we found in the showroom! So excited for this!!
Thank you Sleepy’s for your prompt customer service! we appreciate it!