Beds >Sit 'N Sleep
best customer service
i called the sit n sleep to ask a few questions. i thought it would be better to actually save myself time, energy and gas by asking some questions over the phone.
i got to speak to a Mr. Ricky Johnson. Who didn't seem to be well informed about the products he was selling and the end he got upset and called me names. i'm not referring to dumb or stupid but the b word and the h word. now i'm not in customer service and i haven't been in years but i'm sure this is no way to speak to or treat a potential customer simply because he is frustrated with his inability to be knowledgeable in his job.
when i asked to speak to a manager he indicated he was and once again called be the b word then hung up on me.
based on his reaction and lack of professionalism i decided to call back and complain about Ricky Johnson. Seems that the Manager David Wolfe would be out till Thursday and the assistant Manager Angie Jones simply refused to come to the phone.
based on all the poor reviews this location has had i'm really surprised that its still open for business. i'm even more shocked that their corporate office has not stepped in to rectify this situation. makes me think if there's an honest appreciation for the customers they do have or their simply out to rip people off. i would never encourage anyone to go to such a place that treats people in such an inconsiderate and unappreciative way for a place that relays on customers for the survival of their business.
Poor Customer Service.
Okay, let’s start at the beginning. This August we went to Sit ‘n Sleep in Culver City for a mattress set. Nice looking beds, decent selection, and the salesman was friendly and helpful. It wasn’t until we were in the middle of the paperwork that he informed us (in his friendly and helpful manner) about all the extra charges that he had somehow failed to mention earlier – another $100 for a frame, the $150 mattress protector that was necessary to ensure our warranty. We grumbled about the sleazy technique, but went through with the purchase anyway, as he knew we would.
At the end of the week, our bed was delivered... damaged. We got on the phone with Sit ‘n Sleep, and the customer service rep told us to go ahead and accept delivery, and we’d get a call the following day to arrange a replacement. They never called. Five days later, we called them to see where our replacement bed was, and they told us they HAD called us and arranged for a new delivery date. Never happened – but fine, we accepted the delivery date. A few days later they called back: turns out they wouldn’t be able to deliver the bed as promised, it would be another week. Ultimately, it took two weeks for them to arrange a replacement…
…and in that time, the bed stopped being comfortable. Turns out that the “soft” bed the salesman had assured us we were buying was, by all industry standards, a “firm” one. And thanks to their inflexible sales policy, we couldn’t exchange it for a different bed without paying a 20% restocking fee – almost $400 – even though they were going to be replacing the damaged bed anyway.
At the end of two weeks, the replacement bed arrived…damaged AGAIN. We immediately called Sit ‘n Sleep and said we’ve had enough, we’d like to just cancel the order and get our money back. The customer service rep said no. No refunds, period. Why? Because we had already accepted delivery of the original damaged bed. BECAUSE YOU TOLD US TO. No one ever disclosed to us that if we simply refused delivery of that first damaged bed, we would have been eligible for a refund.
I’ve never written into a review site before, but I felt compelled to because this is one of the worst purchasing experiences I have ever had. Sit ‘n Sleep has shown no interest in working with us to resolve this issue satisfactorily. Their customer service has been stubborn and combative at every step. We have since contacted our credit card company to assist us, and I would advise anyone interested in buying a mattress to look elsewhere. With a little internet research, you can find the exact same mattresses for the exact same price at other local stores like Macys, Bloomingdales and Sears, without having to deal with such poor, unpleasant customer service. Save yourself the trouble.
Satisfied with Sit N Sleep, Culver City. I have purchased three beds from this store. Overall I have been pleased with the prices and service. As a repeat customer I felt like they valued my loyalty. When my husband generously decided to "give away" one of the new pillow top mattresses leaving us without a bed for our guest room, the sales person gave me a really good deal to replace my missing bed! Once I stop by to price a bed for my son who moved away for college and was met with an apathetic sales person, so I just walked out. No big deal. I will continue to be loyal to my local Sit N Sleep store in Culver City.
Response to STVO.
Hello STVO. I am sorry about your recent experience with our delivery service. We here at SitnSleep strive to provide our customers with the best customer service. I sincerely apologize for your recent experience and I hope you will give us another chance to earn your business. Please don't hesitate to contact us here at corporate if you have any concerns about how we're handling our business.
Sit n Sleep SUCKS!!!!. If you buy from them (Sit n Sleep), make sure you get what you want. We have been trying for almost 30 days to exchange our $4,000 mattress. The new mattress came today. They said they sent the best delivery team,,,HA! They bounced it off the tail gate of the truck, then punctured holes in it as the tried to get it up our stair case. They were very rough with it. When I told them I wanted to take pictures of the damage, they rushed the mattress out and almost had it loaded before I got back outside. The only thing that kept them at my location to deal with the issue was taking the keys out of the truck. An hour later, and several calls to multiple people (seems the supervisor that we were dealing with wasn't there, even though he promised me he'd be in all day). The old mattress is finally out of my house, they had to leave the mattress with the holes in it (wow, this time they got it up the stair with no problems,,,amazing). Now, Ive got to wait another 13 days to get this damaged mattress replaced, and out of our house. VERY CRAPPY CUSTOMER SERVICE!!!!! If you do need to speak with anyone there, contact Teresa at extension #1219, so far she has handled my issues the best. Don't deal with Frank, Leanne (ext #1218), or Shannon (ext #1217). GOOD LUCK.
Low Pressure; High Value. After hearing the commercials, I expected Sit 'n Sleep to really pour on the sales pitch when I came in to shop mattresses. Far from it. They were actually ultra-polite and made sure to give me my space as I took hours and hours to lay on what seemed like every bed in the store. In the end, I didn't buy my bed from Sit 'n Sleep, but I very well could have. I'll consider them in a couple years when my kid needs a new mattress after college.
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