Saybrook Advertising

Thank you for contacting SlumberlandAfter contacting the independent protection plan provider, Furniture Care, we were able to verify the customer's concerns and we brought this issue to the attention of the protection providerThe protection provider has authorized an exchange for the customer’s merchandise because of the failure to resolve the issues in a timely fashionWe apologize for this experience, and we appreciate the customer bringing the matter to our attention so Slumberland could research her concernsWe appreciate her business, and she will be contacted shortly by the independent protection plan about the authorization for exchange

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this still pending resolution would be satisfactoryI’ll update once the pickup has completed

We apologize the customer is unhappy with her sectional The original issue with the piece was reported on March 27, An independent furniture technician was sent to inspect the sectional and it was determined that the pilling was excessive An exchange was authorized on April 12, for a new sectional The customer contacted Slumberland again on June 19, and reported pilling on her sofa Slumberland authorized another independent furniture technician to inspect the piece The sofa is a light off-white fabric and it was found that the pilling that had occurred was dark brown believed to be from another source such as a blanket This information was sent to our Customer Service Department for review and the Customer Assistance Manager authorized for a second opinion and another technician was assigned for inspectionOn July 10, we received the technician report from the final inspection The report states that there is some pilling, however, it is within the standards for the fabric on this sectional Again, we apologize for the frustration and the customer’s dissatisfaction with her sectional Slumberland has replaced the sofa and had two additional technician inspections which have determined the current pilling to be as per manufacturer standards Slumberland is unable to process a refund for the customer If she has additional questions or concerns she may contact ###-###-#### option

I am rejecting this response because: They lied about not being able to reach me I responded as soon as I was reached This will be the third piece of this same furniture I will not accept it and told the company as such I feel they know it’s firniture that is a problem and I do not want it in my living room I am refusing delivery of that furniture Slumberland can issue a return on new furniture they want to deliver and give me the cash They are welcome to come get their damaged furniture at anytime This has been horrible!!!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am in hope that they will do something different than they have done the previous times to resolve this issueThanks ***

We apologize if there was any confusion regarding the details of the coverage offered by the protection plan the customer purchased We try to be as clear as possible regarding the specific coverage details offered by the protection plan The coverage details are outlined in a pamphlet giving to the customer at the time of purchase The specific plan coverage details are also mailed to the customer once a plan has been purchased If, at any time after the plan is purchased, a customer is dissatisfied with their protection plan, they can contact the plan provider, Furniture Care, at ###-###-#### Furniture Care will be able to review with the customer the cancellation and refund options available to them The furniture was delivered to the customer on March 18, As it has been in their home for almost two years, we are not able to offer them a refund for the furniture Our Service Center can provide the customer referrals to technicians in their area who can be contracted to inspect/repair the furniture This would be done at the customer’s expense as their manufacturer’s warranty has expired If the customer would like to obtain a list of local technicians, our Service Center can be reached at ###-###-#### option

We apologize the customer is not satisfied with his sectional The warranty on the sectional expired on June 11, The customer notified us via our website of his concerns on August 17, Despite the fact that he is outside of the warranty, our Service Center contacted him and offered to send a technician out to inspect/repair his sectional There is a $fee for the inspection The customer refused to pay the inspection fee We have attempted to resolve this with the customer as a courtesy even though it is no longer under warranty He has refused our attempt at resolution We cannot offer him anything further

We are sorry to hear the customer is dissatisfied with the protection plan coverage she purchased The plan does not cover pet damage The specific coverage details are outlined in the store and provided to the customer at the point of purchase The plan coverage is also mailed directly to the customer’s home to ensure they have the full details and are able to review the coverage provided by the protection planWe apologize if it was unclear to the customer that the coverage does not cover pet damage We try to be as upfront as possible regarding what is and is not covered by the plan prior to purchase If the customer would like to cancel their plan, they can contact the plan provider, Furniture Care, at ###-###-#### They will be able to review the cancellation/refund options available to the customer

We apologize for the customer’s frustration The store manager has been in touch with her and they have worked out an amicable solution If the customer is still experiencing issues, she will need to contact the StCloud store manager at ###-###-####

We apologize for the customer’s frustration The set she purchased was sold as is in our Bozeman store location’s closing sale Slumberland has been working to get the chair repaired for her as a courtesy despite the fact that it was purchased as is Replacement parts are on order from the manufacturer of the furniture Once they are in stock, we will dispatch an independent technician to the customer’s home to install the parts at no charge to her We are not able to offer the customer a refund or exchange since the set was purchased as is We will complete repairs to the furniture as we have already agreed to do

We have left voicemail with customer but have not heard response as of 9/

Initial Business Response / [redacted] (1000, 10, 2016/03/04) */ At Slumberland Furniture all mattress warranties are handled the same wayA customer is told they are required to provide photos of the defect, proof of purchase, law tag still on bed, and free from any stains at allAny type of stain voids the manufacturer warranty (per manufacturer not Slumberland)This is made very clear to every customerWhen the customer talked to their sales associate and he told them of all the requirements they told him that when they launder their sheets their dog gets on the bed and "piddles"They also said they have a friend who is a professional cleaner so they will take care of itWhen the delivery service was there to make the exchange the mattress was stained and pictures were sent to the store manager and the exchange was deniedThis was explained to the customer and was proven by the photos taken Dan [redacted] Manager Please respond with confirmation Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we purchased this mattress, Patrick(our sales associate), went over all the differences between mattresses on floor models and answered our questionsAt no time, was any explanation offered of the warrantyMy wife asked if Slumberland carried any mattress pads that were leak proofIn the past we had an issue with our dogs wanting to piddle on the bed when we weren't thereHe explained that they did in fact offer a pad that was not only leak proof, but bed bug proof, and kept any dead skin away from the mattressNOTHING was said about a warranty and its clausesPatrick sold us the mattress and the mattress pad and while paying for the products he did inform us that there was a year warranty on the mattress, but other than that there were no other details of the warranty explained at that time and we did not receive any paperwork on any such warranty at the time of saleIf a warranty has so many requirements, shouldn't Slumberland be disclosing this at the time of sale? Now a little over years later I am having back problems due to the large dip in our FAULTY mattress so I had called Slumberland to inquire about the year warrantyThey gave us other requirements about how large the dip had to be before they replace it, once again something that was not explained at the time of saleFortunately, the dip was large enough to replace so we took photos to the store for the manager to look atThey agreed it was large enough to replace and we picked out an upgraded mattress because they no longer made ours On the day we picked out the new mattress, my wife did have a conversation with Patrick while shopping for the new mattressNow keep in mind, my wife has had a voice issue for quite some time and cannot speak for very long periods of time, so my wife had asked Patrick for another mattress padThe reason for that request was because we still have our dogs and we sometimes forget to move the steps away from the bed before we leave for workThey then get up there and piddleYes, it has gone through our blankets and onto our sheets in a couple places, but the pad has ALWAYS been on the bedShe told Patrick that she wanted another pad so when we launder one we don't have to move the stepsPatrick did ask at that time if they had piddled on the bedShe told him that they had in fact piddled in different spots about a half dollar in size, but we knew a friend that can clean it if was to get on the mattressThe dogs have NEVER piddled directly on our mattress without the pad being on the mattress It seems to us that the only time the requirements are "made very clear to the customer" is when the customers are trying to use their warranty on a defective mattressAs far as the pictures go, I still cannot see the discoloration they are allegingI want my mattress exchanged and replaced! Final Business Response / [redacted] (4000, 14, 2016/03/11) */ At Slumberland mattress warranties come attached to the side of every new mattressWe just explain the length of the warranty for the mattress because those vary between mattresses and brandsIt was explained at the point when they were reselecting the mattress that it had to be free of stainsAny stain we would not be allowed and the exchange could not be doneThey were aware of that as stated because they were going to have their friend clean itThe stain and discoloration was noticeable to both of our delivery drivers and in the photo sent to the store managerWe still stand behind the fact that it was made clear to them the circumstances and it is a manufacturer policyThe customer has already been refunded the difference they paid for making the exchangeThe policy from the manufacturer is very black and whiteAny stain no exchange

I am rejecting this response because: The store manager called me in response to our complaint; he told me that they could absolutely refund our money, but they are choosing not to Customers assume when they purchase an expensive, custom product that that product will be well-made The furniture that was sent to us is NOT the furniture that we orderedOver three deliveries (the sofa, the replacement cushion, and the two recliners) we did not receive one piece of "custom ordered" furniture that is properly constructed Instead, each piece is shoddily made, with many defects in the construction Slumberland violated the contract by delivering such poorly made furniture to our homeSlumberland did not inspect the furniture before it was delivered to us, and did not allow us to inspect it before it was left in our homeIf they were primarily concerned with our satisfaction (as the contract says), they would have come to get the furniture right away, and taken up the matter with the manufacturers, rather than hold our money hostage and aim to retain our business that we now wish to take elsewhereIt is dishonest and disingenuous for the store manager to say ithat he is not able to refund my money; again, he told me that they were able to refund our money but were choosing not toWe do not want a store creditThere is nothing else in their inventory that we wish to have in our home More importantly, we no longer wish to continue a business relationship with Slumberland, as they have violated our trust in every wayWe are all aware that the store manager and central management team are attempting to arbitrarily hold us to a contract that they can just as easily void if they are willing to acknowledge their responsibility in the situationI simply would like the company to take responsibility for such poor business practices and poor products, come and get this furniture, and fully refund our money Again, the store manager said this was possible

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will accept the $to purchase batteries I do not understand why the delivery employees told me it was all set to go if indeed there were no batteries I assume you will be training them better Also - the sales personnel that I worked with should have told me that when I purchased the chair Please mail the check to me at my home Thank you Do not let this happen to anyone else!

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ We apologize for the experience the customer has had with her recent purchaseThe customer purchased her furniture on September 6, She was given our Thank You brochure explaining Slumberland's Mattress Guarantee at that timeThe brochure does state that a one-time reselection will be offered if the customer is not satisfied with their mattress purchaseNo refunds are givenThere are also no refunds on adjustable bases which is explained in the brochure as wellSlumberland gives this brochure to customers at the time their purchase is made to ensure they are aware of our policies and to give them time to review them prior to receiving their merchandiseOrders can be cancelled any time prior to pior delivery if, after reviewing the brochure, a customer is not satisfied with our Slumberland guarantees We stand by our guarantees and have offered the customer the option to return her mattress and use the credit to complete a one-time reselectionIf she would like to do this, she will need to follow up with the store manager to arrange a date to return the mattressOnce the customer has selected a return date, we will be able to pick up the mattress The manufacturer's warranty through Tempurpedic is a limited warrantyIt offers full coverage on parts and labor for the first yearYears and offers coverage on the parts only, labor is not includedYears + offer pro-rated coverage on the parts only, labor is not includedThe extended warranty purchased through Slumberland offers full coverage on parts as well as labor for yearsIf the customer would like to cancel their extended warranty, they can contact Furniture Care - the plan provider - at [redacted] They will be able to process the plan cancellation and refund the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We went into slumberland and were talked into purchasing it that day because we were promised from the Sales Person that we would be able to return if we did not like the mattress unitAlso we were promised we could return the livingroom furniture if we did not like itI wanted the Brown and told Sales Person that the Brown would work best in our Living Room but they only had one color on had and she told us to take it and try it and that we could order another color if we choose too Which I did the day they delivered it but I had told her that color would not work but she insisted we take it Also she convinced us to take the mattress because she guaranteed us that there would be no problem in returning it, if we bought a cover for mattress, which we did that because we were not sureThe Sales Person handed us the brochure with a Thank You on the front and paper clipped some of her personal cards to itShe never mentioned anything about not being able to return the base or not being able to get a refundIf fact she did not tell us to read what was in the brochur but only said this is a Thank you for your purchaseWE did NOT sign anything that we agreed to any policies of Slumberland As soon as we got mattress we tried to sleep on it and my husband got deathlly sick from the smell and had to go to the doctorI called them and told them I wanted to return it but they said they wouldn't pick it up until our right color Livingroom furniture came in We immediately went and looked at Select Comfort and picked out a bed we wanted after we return this Tempur Pedic we gotThe Sales person at Select Comfort went threw all the policies with us and said we would have to initial that we understood all the polices about returns, which was never done or explained to us by Slumberland We never signed anything with Slumberland about there policies or that they ever explained them to us The Livingroom Furniture came to 2,plus they told us we needed the Care plus coverage of 329.99, which we agreed to Our Tempur Pedic Mattress and power base came to 9,and they again told us we need a power base protection of In talking with INCTempur Pedic, they said that we did not need any addtional coverage on power base So addtional coverage of plus we really did not need but we were told we should Then we purchased the mattress pad of so we were guaranteed we could return the mattress for refundThen we purchased the pillows for 359.98, which are made of the same foam in the mattress that we cannot keep We could only get credit on 10,so we wrote out a check for l, The Select Comfort bed we picked out is M12, which comes with the mattress and powerbase as a unit, so cannot use the power base that we have The Power base we have has never worked properly since we got it and they say you have to call number to get help to reset it We have not used the bed since we let them know a week after we had itWe had to close our bedroom doors because of the smellI have called several times to tell them to pick it up and they said they will when they get our correct color in of our furniture for livingroom I have called several time to tell them to pick it up and get it out of our homeWe have to sleep downstairs in another bedroom because of that smelly mattress We never signed any papers that we were explained there policiesThe Sales Person did NOT even mention anything about returns but only that we had days to try it and return it, if we did not like it, but only said we had to purchase a mattress pad to be able to return the mattress We were never told we should read the brocure about there policies, we only thought it was a Thank You, so never looked at itPRetty poor on the Sales Department to NOT make sure that we understood there policies We will keep the NEW BROWN Furniture providing they refund by check to us for the Mattress, Power Base, Pillows and check amount we wrote themWe only agree to pay them for furniture If they cannot agree to this then We will be left to hire an attorney to go to Small Claims Court We cannot use this power base for the MSelect Comfort Bed we picked outKim,manager at Select Comfort,Sioux Falls, DID NOT tell the manager of Slumberland Craig that we could use power base for the Mselect ComfortWe have spoke to Kim We have spoken to another party who had to return there bed and power base to Worthington Slumberland and was refunded by a check We want to be refunded by check plus taxThis is all due to a medical issue with my husband and Slumberland not explaining there policies and not having us sign papers that we understood there policies We need this mattress out of our home immediately We wrote the check out on 9-6-and do not understand why they haven't taken more action We hope this can be resolved very soon with no added upset to my husband I would like an answer tomorrow Noverber 20th, Policies don't stand when they are never explained and we never signed anything about understanding there policies Final Business Response / [redacted] (4000, 10, 2015/11/24) */ We will not be able to offer the customer the full refund she has requestedWe can offer her a one-time reselection of her mattressThe reasoning for this as well as the details of the return credit, etchave been explained to the customer in detail by the store manager and in our previous response to the customer's original Revdex.com complaint We understand the customer's frustration and would be happy to pick up her mattressAs previously stated, she will need to contact the store at [redacted] to schedule a date to return the mattressShe will need to schedule the date with the store directly to be sure the date fits within the her schedule The customer signed off on her original sales receipt of the bed and living room furniture and her delivery receiptThe store manager has provided the customer copies of both signed documentsWe do not request signatures upon receipt of the Thank You brochureIt is given at the point of sale with a good faith understanding that it will be reviewed by the customer at their conveniencedays passed from the time of the purchase and delivery, allowing her to review these documents againSlumberland is always willing to cancel or void a transaction anytime prior to delivery if a customer is unhappy with our policies or the terms of the sale The details of our policies and guarantees are outlined in the Thank You brochure and posted on our websiteSlumberland ensures our policies are visible to customers in both in-store and via the website to make certain they are easily accessible should any questions or concerns arise before or after a purchase is made

The protection plan the customer purchased does not cover pet damage We apologize if there was any confusion regarding the coverage details when the customer purchased the plan At Slumberland we try to be as upfront as possible regarding what is and isn’t covered The coverage details are outlined in the store A copy of the plan detailing the coverage was also mailed directly to the customer in May We understand the customer’s frustration with their protection plan claim denial If they wish to cancel the plan and obtain a refund, they can contact the plan provider, Furniture Care, at ###-###-#### We are not able to deliver a new couch to the customer as they requested The pet damages caused to their furniture are not covered under their protection plan warranty or the manufacturer’s warranty

Initial Business Response / [redacted] (1000, 6, 2016/02/22) */ Mr [redacted] on January 4th purchased a Queen size mattress and mattress protector both of which were delivered to Mr [redacted] on January 16, The mattress protector provides purchasers' a 30/day warranty that provides said mattress protector purchaser the one time opportunity to reselect another mattress at our store should they not be able to sleep comfortably on their initial mattress purchased at our store Because the purchaser receives this benefit, once the mattress and mattress protector are delivered (and the sleep warranty begins) as a company Slumberland does not accept returns on the mattress protectors purchased ( unless the customer does not accept the mattress protector upon its delivery to them, at which time then the sleep warranty would be cancelled Mr [redacted] called our store on January 27th wishing to return his mattress protector, days after we delivered his mattress and mattress protector to himDue to this day lapse of time from when we delivered Mr [redacted] mattress and mattress protector, we followed Slumberland's policy and did not accept a return of the mattress protector I might add, that this policy exists so that people can have a one time chance to reselect the mattress they purchase from us (a credit against a new mattress purchased at our store) but ONLY if the mattress is protected by a mattress protectorWe cannot and will not allow a return of any mattress if a mattress protector is not purchased and delivered with the mattress it is to be placed onThis policy is in place as it prevents consumers from purchasing the protector for the sleep warranty and then when they like the mattress, which we hope they do, they can't return the mattress protector Respectfully, Jim [redacted] Owner

We apologize for the issues the customer is having with her sectional Our Service Center authorized a reselection for the customer’s sectional on March 9, and emailed the letter to the customer that same day The customer has not responded to the voicemails that were left on April and April by our Service team to verify the customer received the letter They also asked the customer to check her deleted and spam folders On April 28, we sent another letter to the customer’s email address (see attached) If the customer still has not received the letter after these attempts she may contact ###-###-#### option to verify the correct email address is on file We are also refunding the customer's delivery fee as requested

We apologize the customer is experiencing issues with their sofa The protection plan the customer purchased is an accidental damage plan and does not cover frame breakage We are sorry if there was any confusion regarding the plan coverage prior to the customer purchasing it We do try to be as upfront as possible regarding the specifics of what is and isn’t covered The customer should have received a brochure detailing the protection plan coverage If the customer would like to cancel their protection plan, they can contact the plan provider, Furniture Care, at ###-###-#### They will be able to review the cancellation and refund options available to the customer The manufacturer’s warranty on the customer’s sofa expired May 27, Since they are just outside of the warranty period, we will be sending out a technician at no charge as a one-time courtesy to inspect/repair the sofa The technician will be in touch with the customer soon to schedule an appointment directly with them If the sofa is found to be defective, Slumberland will take care of any necessary repairs

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Thank you for contacting SlumberlandWhen we received Mr [redacted] 's complaint regarding possible delivery damage to his propertyMr [redacted] stated that the damage allegedly occurred on December 11th, and it was reported to Slumberland on December 14th, Mr [redacted] stated that he was not present for the delivery, but two adults and a small child were presentThe investigation was immediately turned over to our insurance provider, as his claim exceeded our threshold for resolution without an investigation Slumberland's insurer, Gallagher-Bassett, contracted with a neutral, third party to conduct the investigationOnce the claim was initiated, an inspection of the customer's home was conducted by the neutral party, the claimant was interviewed, and the delivery team was interviewed The three delivery team members were interviewed separatelyEach team member provided consistent statementsThey stated that when they arrived in the home, they observed a Blu-Ray player and other electronic items on the floor in the center of the roomThey stated they explained to the adults present that the clutter would need to be cleared to another area in order for them to place the sectional in the houseThe drivers stated they took the clutter from the center of the room, and placed it in the corner, by the televisionThe delivery employees stated they exited the house and re-entered with the sectional, and had to place it in the center of the roomThe delivery employees stated they did not move the sectional to another location because there was too much clutter in their path to move it furtherThey stated, they then exited the home, and the adults present said nothing about damage to the television or any other propertyThe drivers left without incident, however, three days after the delivery Mr [redacted] called to report the damage, alleging Slumberland was responsible The third party investigator then conducted an inspection at Mr [redacted] 's homeIn their report, they stated, observed that the television was still on the ground when they arrived at the home, and there was a hyperactive puppy in the home, and the dog was in the same room as the televisionThe investigator inspected and photographed the television, which was located on the floor, in the corner of the room, the same place the drivers stated it was when they made the deliveryThe investigator stated that the family, which included two adults and a small child, reported that they saw the delivery team using small tools to open boxesHowever, during the interview with the investigator, they did not state that they witnessed the team scratch the television with the toolsThe investigator stated they observed electronics in front of the television, however they were not damagedThe investigator noted that the area where the sectional was placed was approximately 6-feet away from the television, and the delivery team wouldn't have had to walk near the television to place the sectional in the center of the roomThe photographs from the investigator show multiple scratches, some which appear to be "s" patterns, and they were from the top to the bottom of the televisionThese scratches clearly would have required multiple points of contact, yet nothing was mentioned by the claimant's family at the time of the delivery In Mr [redacted] 's initial statement to the investigators, he stated that he "believed" that the damage was the result of the delivery team, however he was not present for the deliveryIt was only after the investigation was concluded did Mr [redacted] change his statement to say that his family had witnessed damageHe stated in an e-mail "the delivery guys (who did not even bother to take their dirty shoes off btw) swinging their arms around, with sharp objects right in front of my brand new tv" Slumberland's insurance company sides with the customer in more than 90% of claims, however this investigation clearly showed that the delivery team was not responsible for the damage, and therefore was deniedWe believe that this was a fair and honest investigation and we maintain that we were not responsible for the multiple scratches on Mr [redacted] 's television Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted slumberland the same day the incident took placeVia email right from their website and left a message because it was Friday evening and all I got was a voicemailOnce again the explanation is baselessWhy would having a bluray player on the floor have anything to do with scratching a tv??? People present at homeMy parents and stepdaughter who is saw delivery guys right next to the tv with sharp tools used to open the plastic that was over the couchDid anyone really expect these delivery guys to admit to hitting the tv? Are we al in the 1st grade? This is as bad as it getsI can certainly do extra work and prove that both email and a phone call to slumberland was made the very day the couch was deliveredThis further shows how little effort was put into this matter by the slumberland teamPlease respond ASAP Final Business Response / [redacted] (4000, 9, 2016/01/19) */ We are sorry that Mr [redacted] is upset with the outcome of the insurance company's independent investigationWe would like to stress that our insurance company sides with customers in more than 90% of claims, however when there is significant evidence that damage was not caused by Slumberland, claims are turned downWe have provided Mr [redacted] with the contact for the insurance adjuster, and because of agreements with our insurance company, all communication must be directed to them