Griffin Construction LLP

Unfortunately, in this case there is no dispute or issue to be mediated As our customer stated they brought their dissatisfaction to our attention well after the days we liberally allow for a no questions asked return or re-selection.In an effort to ensure their product was free of any defects and operated as the manufacturer intended we sent two separate service techs to inspect the chair and confirm the same In this case, it appears the customer is dissatisfied with the flip up arm rest option on the chair they selected Unfortunately, we guarantee all customers the same day return policy, and cannot defer from that guarantee on a case by case basis.Thank you,Slumberland Furniture

Thank you for your help with bringing this claim to our attention and for the opportunity to respond.The timeline that we have documented is in conflict with the events that are described in the customer's complaintThis customer first contacted us with concerns on June 29,2015, and we were able to perform an in home inspection on July Parts were ordered after that inspection (the customer was informed that these parts take 4-weeks to arrive) Of the three issues reported, only one was a warranty issue, the other two the store agreed to cover at no charge, in the name of customer service This was explained to the customer during the in home inspection When those parts arrived at the store, a technician was scheduled to perform the original repairs During the scheduling process, the customer reported additional damage that would require additional parts from the manufacture These additional parts were requested as a rush but were not here before the scheduled service call was to take place The day of the scheduled repair, the customer was given the choice to have a tech come to their location and perform the repairs that we had parts for or wait until all parts were in We were happy to accommodate the customer with either decision The customer cancelled the appointment and chose to wait.When the second set of parts came in, we contacted out repair center and asked that they schedule the repair with the customer After multiple phone calls and a letter being sent to ask the customer to contact them to schedule a time for the work to be done, the repair was finally completed on 10/29/While the technician was at their home, the customer reported additional damage regarding a seam That was photographed and reviewed by the service department It was determined not to be a warranty issueThe customer had purchased an extended service contract that covers many non warranty issues and the service department called and left a voice mail with the customer on 10/with the number that they needed to call and persue that claimOn January 22,the customer contacted the store and inquired on the status of their merchandise We contacted Furniture Care and they were finally able to speak with the customer and order the necessary non warranted parts and have them delivered to the customers home on 2/6/Slumberland has made every effort to work with this customer and will continue to do so Many of the delays and or frustrations the customer has expressed are outside of our warranties or control or due to the customers choices and or actions The request to replace the product is not an option since almost all of the damage that has happened is as a result of use not any defect and, therefore, not recognized by the manufacture or Slumberland under any warranty we are able to serviceThank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below It is true that I don't like the design but that is beside the point, the left arm rest support is broken Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]We are not settling for anything less then what we have previously statedI do not appreciate that Slumberland wants to blame us by saying it is use or misuse That indicates to me that the quality of furniture is not fit to sell if it's only going to holdup weeksHow many other people have been taken advantage of and just ate the cost, time of fighting it, etc There is more repairs that may need to be done because the repairs that were done are not holding up Not only is it a lemon the repair isn't holding up We received a call today regarding the repairs and when we called them back we received a message that there was no one available to take the call, which is nothing new Slumberland needs to end this now and replace it or refund use the total cost of the purchase
Regards,
*** ***

The warranty plans we sell (as with those of most retailers) are administered and owned by a third party. As such, we do not have the opportunity to influence what is or is not covered. With that said, many more things that can damage a customer’s furniture are covered than not.
Because of this, it is often the case that discussions in the store can be remembered, at no fault of either party, differently by customer’s and our representatives. Unfortunately, no conversation in the store allows us to override the terms of the warranty. Ultimately, the decision with what will be covered is worked out between the customer and the company that owns and services the warranties. In this specific case, I don’t see that the customer has contacted the warranty provider. I would encourage them to discuss with the store manager (***) to see what options they may have that were possibly not discussed if their original call was only to inquire about what items are covered under their five year plan. Thank You *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I do not accept the response made by the business to resolve this complaintOf course documented timelines are going to be in conflict. They aren't going to document all the calls and the visit to the store to resolve thisI spent over a half hour in the store talking to *** on getting it fixed and all I got was excesses (that the person that did their repair work does it only a couple days a week; they were trying to contract with an outside source)We also talked with Loren more times than I can count. When the repair was being schedule the first time it was Slumberland that asked if we wanted to wait because all the parts hadn't come in. Now we are faulted for making a choice to have all the repairs done at once when all the parts weren't there (which wasn't our fault), I'm sorry. I thought we were being courteous not having to send a technician out twice and it also helped us out by not having to make arrangements for someone to be there to let them in twice. I guess it doesn't pay to try to be helpful either. At NO TIME did we ever receive multiple phone calls or sent a letter to contact them to schedule a time for the work to be doneAny phone calls that we received were returned in a timely manner, because we wanted it fixed. Slumberland had us talking to different people. In fact *** said that we needed to talk direct that she was done with it. The Furniture Care people (not sure if these are the repair people or are people that have the extended warranty) you always had to leave a message and hope that they would call back (a lot of phone tag). Messages were also left for *** and *** and they didn't return calls in a timely fashion if they called back at allSlumberland's lack of communication with the one person that was going to fix it was told the parts were at the La Crosse store when indeed they were at the Rochester store so it put him two hours out of his way and ended up at the house late afternoon early evening and never left the house until 9:or 10:pmThen we were told he'd have to come back because he didn't have all the partsNothing was ever completed. The parts they were missing didn't get done until February 18th, and the cushions (in recliner seat and leg rest) that were replaced aren't holding upThe seam that *** talked about was reported after the technician left and before they came back the electrical stopped working and springs were falling out from under one of the recliners. The last time I talked with *** was January 13th, and I told him I was all done messing with trying to get it repaired. That we had waited long enough and that Slumberland had two options 1) replaced with furniture of equal value or 2) a total refund of sectional and extended warranty and I wanted an answer by Noon on January 15th or I would be filing a complaint with Revdex.com and a possible Small claims if we couldn't get it resolve through Revdex.com. I called back on January 13th and was told *** went on vacation. They would leave a message for *** to get back to me. *** called me on January 19th, and I told her the same thing I told ***. *** said she needed a couple days and she'd call by Wednesday along with her statements that they were going out of there way to help and they were doing it as a customer service, etcI told her fine call me by WednesdayI also asked to talk to someone high up then her and she gave me a run around.Bottom line you shouldn't have furniture fall apart weeks after it's delivered or be told it’s a result of use.We have been buying furniture from Slumberland still 1985/86. We've bought recliners, bedroom sets, sofas, loveseats, table and chairs, coffee tables, end tables, etc. The last sofa and love seat I bought from them was in and it held up and was placed in the basement to use. It had the same adults and children (which are older now) using it every day for years and cost half or less then the sofa sectional for the new house living room*** once again states in her response that it is a result of useIt was bought to sit on not to just look at. Bottom line is that the sofa sectional is a piece of junk. We feel that even though Slumberland feels that they have made every effort to work with us and will continue to do so. We feel that the delays, excesses, the sectional falling apart piece by piece, and even some of the fixed pieces not holding up eitherIf I remember correctly I read in that the won't repair or replace items that had already been repaired or replaced. So with all of this being said we will not settle for anything less then it being replaced with furniture of equal value or a total refund of the sectional and extended warranty.I do not believe we are asking for anything more then what is fair
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It is true that I don't like the design but that is beside the point, the left arm rest support is broken.
Regards,
[redacted]

We can certainly understand the customers frustrations with the process of repairing furniture.  It is not always a completely smooth process.  But the fact is furniture is damaged by the use or misuse of its owner(s).  When this happens we are not in a position to evaluate what caused the damage, and, therefore, can only guarantee what is covered under the warranty or extended warranty.  Slumberland has lived up to that guarantee in every circumstance of this service claim and will continue to offer any assistance in this process.   The customer's demand for re-selection or return is not available and does not pertain to these circumstances.Thank you,[redacted]
Slumberland Furniture

Unfortunately, in this case there is no dispute or issue to be mediated.  As our customer stated they brought their dissatisfaction to our attention well after the 30 days we liberally allow for a no questions asked return or re-selection.In an effort to ensure their product was free of any...

defects and operated as the manufacturer intended we sent two separate service techs to inspect the chair and confirm the same.  In this case, it appears the customer is dissatisfied with the flip up arm rest option on the chair they selected.  Unfortunately, we guarantee all customers the same 30 day return policy, and cannot defer from that guarantee on a case by case basis.Thank you,Slumberland Furniture

Thank you for your help with bringing this claim to our attention and for the opportunity to respond.The timeline that we have documented is in conflict with the events that are described in the customer's complaint. This customer first contacted us with concerns on June 29,2015, and we were...

able to perform an in home inspection on July 8.  Parts were ordered after that inspection (the customer was informed that these parts take 4-6 weeks to arrive).  Of the three issues reported, only one was a warranty issue, the other two the store agreed to cover at no charge, in the name of customer service.  This was explained to the customer during the in home inspection.  When those parts arrived at the store, a  technician was scheduled to perform the original repairs.  During the scheduling process, the customer  reported additional damage that would require additional parts from the manufacture.  These additional parts were requested as a rush but were not here before the scheduled service call was to take place.  The day of the scheduled repair, the customer was given the choice to have a tech come to their location and perform the repairs that we had parts for or wait until all parts were in.  We were happy to accommodate the customer with either decision.  The customer cancelled the appointment and chose to wait.When the second set of parts came in, we contacted out repair center and asked that they schedule the repair with the customer.  After multiple phone calls and a letter being sent to ask the customer to contact them to schedule a time for the work to be done, the repair was finally completed on 10/29/2015. While the technician was at their home, the customer reported additional damage regarding a seam.  That was photographed and reviewed by the service department.  It was determined not to be a warranty issue. The customer had purchased an extended service contract  that covers many non warranty issues and the service department called and left a voice mail with the customer on 10/29 with the 800 number that they needed to call and persue that claim. On January 22,2016 the customer contacted the store and inquired on the status of their merchandise.  We contacted Furniture Care and they were finally able to speak with the customer and  order the necessary non warranted  parts and have them delivered to the customers home on 2/6/2016. Slumberland has made every effort to work with this customer and  will continue to do so.  Many of the delays and or frustrations the customer has expressed are outside of our warranties or control or due to the customers choices and or actions.  The request to replace the product is not an option since almost all of the damage that has happened is as a result of use not any defect and, therefore, not recognized by the manufacture or Slumberland under any warranty we are able to service. Thank you,[redacted]