Complaints

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

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  Sleep Outfitters USA

  1056 Wellington Way Suite 200 Lexington, KY 40513

• 

  Sleep Outfitters USA

  363 Versailles Rd Frankfort, KY 40601

• 

  Sleep Outfitters USA

  2008 Merchant Dr Ste 5 Richmond, KY 40475-8189

• 

  Sleep Outfitters USA

  1080 Bypass Rd Winchester, KY 40391-1003

• 

  Sleep Outfitters USA

  1698 Highway 192 W London, KY 40741

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:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 bought a mattress from sleep outfitters in moundsville wva. When we received the mattress we didn’t notice that it had a lump in it also the mattress was extremely heavy, it is also extremely hot. We are older individuals and the weight makes it extremely hard to make and to move. They advised us that we would have to keep it for 30 days before they would do what they call a comfort exchange no refund said that contract says no refunds. Asked what we were supposed to sleep on for 30 days and they had no answer only that we would have to wait 30 days then pick another mattress of equal value or more. Either way we would loose money because they don’t refund any money. Asked to speak to supervisor and they said that they don’t work on saturdays but would message them and they would contact us by phone or e-mail. Still haven’t heard from them. That is why I am filing this complaint. They should have been able to resolve this complaint with 1 phone call. I am very upset with the way they have treated this situation. Would hope that you can resolve this situation. In the mean time we had to buy another mattress from another company so we would have something to sleep on. As I said I hope that you can resolve this situation. Thanks John Gibson PS our new mattress is being delivered and the sleep outfitter mattress will go back with the delivery truck as we have no place to store it. This is because they didn’t contact us with what to do with it. As you can see this is a mess! The mattress is a Sterns and Foster I called their customer support and they refused to honor their 10 year warranty because they say sleep outfitters is responsible for the warranty. So you can see how the buck gets passed around. I think they do this just so a person gets tired and just gives up!! Thanks again **** *******

  Business Response

  Date: 06/16/2025

  Thank you for bringing this to our attention. At Sleep Outfitters, we strive to provide exceptional experiences and are sorry to hear your experience didn't live up to that expectation. We contacted the ******** today and reached a resolution with **** ******. Please feel free to contact our Guest Service's Team at ******************************** or by phone at ***************

  Customer Answer

  Date: 06/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ****** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/04/2025

  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.

  I purchased a *********** ******** bed frame, along with a bed. When the bed and frame where in stalled we noticed something off right away. When the Bluetooth disconnects from the bed it makes an audio announcement out loud from the bed. While I like the features of the bed this is just something that isn't doable for us as it wakes my wife up when I leave for work in the morning. the Bluetooth is the whole reason I purchased the specific frame as it has added features that the other models do not. I called the store twice and got very little help. I call Sleep outfitters 800 number and they give me your number, while the people did try to help they did little to resolve the issue. when I went back to the store they simple said all sales are finale.

  Business Response

  Date: 03/04/2025

  Thank you for sharing the feedback, and we'll be sure to share it with the manufacturer, ************. Normally, we would suggest contacting ************** **** ******* for any base related support, but it appears you've already done so. But, just in case, here's their contact number* ***************

  Because it's common place for Bluetooth devices to audibly alert you when disconnecting, you may be able to turn off the Bluetooth notifications through your phone settings. Most devices allow you to adjust these settings. Alternatively, it may be worth pairing the ProSmart Base with your wife's phone to avoid the audio alert in the early morning. Hopefully, this helps resolve your issue!

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: locally they have reached out to resolved the the situation. Until it's complete and I settle everything with ***** I'm going to leave both complaints open. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:02/19/2025

  Type:Product 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.

  On 2/17/25 we went toSleep Outfitters to check beds.My husband is short, in severe pain since he is getting a spinal fusion & needed an adjustable bed.He can’t lie flat & can’t get into our mattress which was 30” high. The sales person asked ??? & we told her we needed a lower mattress for my husband to get in the bed & we had a wooden bed frame around the whole bed. I had measurements inside the frame and out. She said it would fit & they could lower the height. We came to agreement on a bed & persisted it needed to fit in our wooden frame & to be lower than ours. She insisted it would. We spent $10,312.11 for this purchase. We were told we had 120 days to return it if it didn’t work. Today, 2 delivery men came &remove our mattresses..They were very unpleasant & were not willing to work with us. First, I wanted to vacuum under the bed; they continued to setup.I finally had to take a cloth & push the dust with my hand on the carpet. When they were putting the adjustable frame up it was too big for our frame and it could not be lowered. We told them at the store we needed it lower because of my severe back pain & being short. They told me the sales people don’t know since they are not at the homes. I told them then take it back. They told me there was no return policy & it was still not setup. I still have not found the return policy. They haphazardly removed our wooden bed frame and put it to the size for us to take care of & lost the screws which I told them 3 times to find. When they were leaving we told them to take the metal frame, they told us they don’t take it. They left with a mess leaving debris. I was sick that our wooden frame could not work so I tried to put it back using duct tape. This was a very expensive bed when we purchased it. I called the store & she told me there was no return policy & the salesperson wasn’t going to be in till Thursday. I told her that we were sold a bed that did not fit &we wanted our money back.called corporate no help.

  Business Response

  Date: 02/19/2025

  Thank you for bringing this to our attention, and we're sorry to hear your experience with Sleep Outfitters was anything less than exceptional. Feedback from our Guests is very important to us. We are looking into this matter to determine how to best resolve.

• Initial Complaint

  Date:01/29/2025

  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.

  The massager on right side of bed has grown louder and louder and know the left side is starting to do the same.  I'm told there's no svc person that covers my area. 

  Business Response

  Date: 02/07/2025

  Thank you for bringing this to our attention. Can you confirm who you contacted and who informed you that there isn't a service technician in your area?

  For adjustable bases, the manufacturer, Tempur-Pedic, will support any troubleshooting and warranty exchanges if the troubleshooting is unsuccessful. Their support phone number is *************** 

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The mattress, mattress cover, and platform plus delivery we purchased for $3970.31 under "unclear" terms and "unscrupulous" sales tactics was not satisfactory in any way. The original queen sized, pillow top Stearns and Foster mattress turned out to be too small since the pillow top caused considerable issues involving useable space. The platform malfunctioned on the massage setting. I called and requested a refund stating that I didn't like or want their products or their sales tactics, but was arguably offered an upgrade and told there weren't any refunds. I contacted the Attorney General's office and agreed to meet with the District Mgr.(DM) of Mattress Outfitters. I returned to the store where the DM showed me what my comparably priced options were. I learned that the prices were tucked inside the pouches at the bottom of each bed. Feeling compelled to comply, without any option of the refund I demanded, I chose a flat top king that was the same price as the queen was. They said they had a warehouse option of the base that would fit. I was very sad. I didn't want either. they replaced the mattress cover I had purchased and I offered to pay the difference, which they declined. After delivery, the platform malfunctioned again. This time it was raising on one side of the bed. Servicemen were here to fix it and four times it was still not fixed. The serviceman told me that it was unrepairable once he spoke with his boss. They told me to contact Tempurpedic and they said it was Mattress Outfitters problem. I am still waiting for an answer from them through the Attorney Generals office. I have developed stomach aches over the stress of this whole transaction. I am very disappointed in the level of unwillingness that is being shown on part of MO to resolve this problem.

  Business Response

  Date: 12/12/2024

  **** *** provided their signed invoice along with
  their signed terms and conditions. In the terms and conditions, it outlines our
  120-Night Sleep Trial. With the Sleep Trial, they were eligible for a one-time
  mattress exchange for a fee of $99. The terms and conditions also detail that
  purchased products cannot be returned. The 120-Night Sleep Trial was discussed leading up to the sale, during the sale, and each subsequent conversation.
  
  When **** *** contacted Guest Services on 10/10/2024, she
  requested to return all products for a full refund. The District Manager arranged
  for **** *** to return to the store on 10/23/2024, resulting in the **** ***
  upgrading from a queen-sized mattress to a king-sized mattress along with
  exchanging the original powerbase for 2 powerbases at no extra cost. Along with
  the upgrade, she also received a free king-sized mattress protector and was not
  charged the standard exchange fee. This amounts to an added value of $1,286.30
  that the guest did not pay.
  
  As a sign of goodwill, the District Manager exceeded the expectations
  outlined in the terms and conditions by accepting the original adjustable bases
  as part of the exchange and waived the comfort exchange fee.
  
  We arranged a service call to her residence
  on 10/29/2024 to troubleshoot and determine the issue with the adjustable
  bases. The team inspected the bases ensuring the connections were secure,
  plugged in, and after troubleshooting, they determined the bases were
  functioning correctly.
  
  At this juncture, Sleep Outfitters has worked in good faith
  to resolve **** ***’s issues and has provided multiple solutions to address her
  concerns. We were only notified this week the issue was unresolved by the Attorney General Office, and we will continue to reach resolution through their office. In the interim, any warranty claim on Temper-Pedic adjustable bases are supported by the manufacturer, Tempur-Pedic.

  Customer Answer

  Date: 12/13/2024

  
  
  Complaint: ********
  
  
  
  The response was a copy of the same one provided to the Attorney General earlier which I also rejected. I have attached my response without  the outcome of 4 service visits, new parts to repair my brand new platform unsuccessfully. I clearly dispute the false, misleading remarks made by them. "Guest Services did NOT “arrange” for the District Manager.", I asked. ******* called and said that the price in the queen pillow top was the same as the king sized flat top and so no additional money would be spent. I repeatedly told him I didn’t want the bed and just wanted my money back but was told that the policy did not allow it and that I only could upgrade. I decided to look into my rights at the Attorney General's office to file a complaint. I went back, tried out a few more beds, accepted an upgrade, king size mattress. I repeatedly tried again to remove the power platform from my bill and purchase a regular platform instead, but they wouldn’t allow it. Spencer and his associate discussed how they could swap the one I had for two twin sizes from warehouse leaving no choice in the matter. There were no refunds. I was never told of any “freebies.” It wouldn’t have mattered anyway as I felt forced against my will to accept a bed I dint want and has already proven to be a problem. I asked about the mattress cover replacement because without it the warranty is void. I paid $100 for the first one. I would have happily paid the difference."
  

  We have not been able to use the broken platform at all.  I believe the company is fully responsible whereas Tempur-pedic sells all of their products through third party businesses, per communication with Marty, (Advanced Consumer Engagement Specialist, and they referred me back to Sleep Outfitters.  The mattress is also humped straight down the middle and does not seem to be of good quality either.

  This has caused me numerous stomach aches and anxiety issues.  
  ******** ***

  Business Response

  Date: 01/23/2025

  Working with the manufacturer, Tempur-Pedic validated the warranty claim on the adjustable base, and a refund was processed. Regarding the mattress warranty claim, the claim was reviewed and approved. The warranty exchange was delivered on 1/14/25. 

  Customer Answer

  Date: 01/23/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* I am not happy that it cost me another $600 to get the better mattress that we originally chose but in a larger size, but I was sick and exhausted with the whole frustrating process.  I did learn, however, that we were sold a floor model base upon check out of my mattress in casual conversation about the malfunctions of the base. I was never made aware in the beginning that I was being sold a used base. I will add that the mattress we ended up with is superb.
  
  
  
  Sincerely,
  
  
  
  ******** *** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/23/2024

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/14/2024

  Type:Product 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.

  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

  Date: 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

  Date:04/12/2024

  Type:Delivery 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 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

  Date: 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

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  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

  Date:07/27/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  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