In 2011, my wife and I purchased an expensive mattress and box spring set from Sleepy's, which includes a 25-year warranty. Recently, one of the two box springs that came with the set has begun squeaking pretty loudly.
I contacted Mattress Firm, who now owns Sleepy products since they went out of business and honors their warranties. Sleepy's provided its customers with free in-home inspection of warranty-related issues and free shipping if replacing a warranty item only. However, Mattress Firm would not honor this agreement and advised that they could charge whatever 3rd party fees, along with shipping costs, as they choose without honoring Sleepy's customer satisfaction policies.
While this may be true, it certainly is poor customer service to ask a customer to essentially pay over $100 for a defective product that only costs about double that figure. You would hope that a large money-making business such as Mattress Firm would stand by their former, and current, products by advising customers that poorly constructed products that they sell, or ones that go bad within the warranty time frame, will not become a financial burden on their so-called "valued" customers.
Product or Service Mentioned: Sleepys Mattress Warranty.
Reason of review: Poor customer service.
Monetary Loss: $300.
Preferred solution: Replace the box spring at no charge, including no shipping costs..