Sleepy's

19/06/14

As promised heres my update - the debacle is still unresolved, I have Sleepys Oxley saying and promising one thing, I have Sleeps Pty Ltd promising others and then I have Sleephead (Customer Care The Comfort Group) not even bothering to promise anything as they are fully aware they cant deliver. Well what I can I say about them just a complete ...read more

Update - as of Friday last week thought progress was being made, was informed that our mattress would be replaced and that the new one was currently being manufactured. Found out on the 17th that again this was not true and that nothing was being done as the warrantee people sent me an e-mail stating â??Should you be happy to accept a replacement mattress please can you confirm so we can begin arrangements to make your Mattress and I will await your response before commencing manufacture of a replacement mattressâ??- WTH. I have now opened a complaint with the Office of Fair Trading as this has gone way beyond a joke now. Hopefully soon someone will do right by us, not holding my breath though.

20/06/14 Update



1. Called 1800 557 967 today at approximately 4:30 as I have received no communication to my e-mail. Was yet again unavailable so left another VM.

2. Called them as per our agreement made on the 13 June 2014. I received a call from Retail Operations Assistant from Sleepy's Pty Ltd, who spent a good number of minutes convincing me that our mattress will be replaced and that instructions have already been given to the warranty team to start immediately to manufacture us a new mattress. The time frame they provided was 5 to 10 business days, however I was over trusting anything anyone said to me so I made a deal that I will call them Friday 20th to get confirmation that all was on track, as I did not trust waiting the 10 days only to find that absolutely no progress had been made,



To be Continued

20/06/14 - Update Continued

Unfortunately they were unable to provide confirmation as according to them today was only the 5th working day, so there was still 5 days left and even then they would not be able to make any guarantees, because until I actually picked up the phone call from the comfort group when they actually called me, even if it was not convenient for me, then that will be my fault, I have to pick up the call when it is convenient for them to call me.



They stated that The Comfort Group has done everything in their power to date to contact me to deliver our new mattress has attempted to contact you on 13th and 17th June and left a message on both occasions however as I stated To Be Continued

20/06/14 - Continued

I have also attempted to call back, however not easy if the person leaving the vm does not speak clearly, does not say their name correctly and does not leave a returning number?. I even got someone in the office to try and pick up the name on my vm messages with no success. After receiving an e-mail from someone as instructed and left another vm at approximately 15:10 19/06/14



I told them that I was not happy with the Customer Service/Customer Care, they took extreme offensive to my comment, even though there is no evidence to date to state otherwise, they said I was being a bully and they would not be dictated to. At this point I would also like to plead, back ache, sore shoulders, high anxiety and stress levels, frustration and feeling like a little fish in a big pond with no backing or support from anyone.

TB continued

20/06/14 - continued

They also took offense to my query/comment as to exactly what was they thanking The Comfort Group for when they haven't actually done anything yet for anyone to say thank you to them for.

They also stated that in their opinion everyone has been very accommodating and have gone out of their way to be of assistance and help, to which I disagreed, to which they stated you are free to think that way if you wish, to which I said when we receive a refund or what we paid for then I am left with no other opinion.

The conversation then got pretty heated as our opinions differ completely as to what is and what isn't customer service and customer rights. I said to them this whole debacle has two very easy solutions either refund us our money or deliver ASAP what we paid for!

TB continued

20/06/14 - continued

It is now 5:40pm Friday 20th and true to form, I knew when they stated they would contact Mena and come back to me, that they wouldn't (I am sure a prudent excuse will be hatched up), so again left in the lurch with no resolution, no comfort, no compensation.



As per my previous e-mail, which has been ignored, this Monday available for deliver, but delivery truck to call and give 60 min warning of ETA or Friday next week. Which by the way will be the exact 10 days that they promised, again though delivery truck to call and give 60 min warning of ETA, hopefully not rocket science.

23/06/2014 at 09:45 am Update

Received a call from The Comfort Group who informed they were contacting me as they needed to arrange the manufacture of our new replacement mattress and then subsequently delivery. I was informed that the manufacture of our new mattress would take about a week and as the delivery van is only in our area on a Wed, deliver would have to be on this day being Wed 2nd July.



I informed that after 2:30 on the Wed, otherwise the only other time would be Thurs, Fri or Sat next week, they could not commit to these times/days, so stated they would send the new mattress to the Oxley branch and request that they deliver it to us.



This proves that what I have been told/promised since this debacle started back in May and even more so the broken promises since Friday the 13th June by the collective group at Sleepys.

23/06/2014 - Cont.

I rest my case this update and all previous updates to date are all self-explanatory as to where they fit into the big scheme of things and anyone that deals with these organisations only have themselves to blame, all I can say is heed this warning.

30/06/14 Update - still waiting for what we paid for with no hope in ever receiving it. It is so frustrating that organisations such as these can have this kind of control.

04/07/14 - Update

Well I am happy to report that we have finally received our replacement mattress, absolutely unreal and to top it all had a call from the Office of Fair Trading, after the fact mind you, however anyone who thinks they are in existence to protect the little man or the individual, think again they are not, lesson well learnt at least we now know that one cannot expect any assistance from them in the time of need or support.



Will never deal with Sleepy's ever again.