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 has 149 locations, listed below.

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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:07/04/2023

  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.

  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

  Date: 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

  Date:11/15/2022

  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 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

  Date: 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

  Date:08/26/2022

  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.

  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

  Date: 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 Answer

  Date: 09/29/2022

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

  Business Response

  Date: 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.