Saybrook Advertising

First, the email was sent through our corporate office, so using my email address I was unable to open the message.  I contacted the Revdex.com immediately and left a message for [redacted].  He did not get back in contact with me until Friday June 3rd.  He then made it possible for us...

to view the email, and gave me an extension of a business week to respond.  There is a crease in the inside back of the material.  We sent a tech out to attempt to steam it out, but was unsuccessful.  I personally went out to the customer's home and inspected.  I took photos and have submitted them to the manufacturer.   They have authorized the replacement parts.  We should have them within the next 2 weeks, and will contact the customer to set up a tech call to handle.  I have spoken with the customer, and we are in complete compliance with the special order protocol set in place by the manufacturer.  Thanks, Josh [redacted], Slumberland Rochester Store Manager.

Initial Business Response /* (1000, 10, 2016/03/04) */
At Slumberland Furniture all mattress warranties are handled the same way. A 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 all. Any type of stain voids...

the manufacturer warranty (per manufacturer not Slumberland). This is made very clear to every customer. When 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 it. When 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 denied. This was explained to the customer and was proven by the photos taken.
Dan [redacted]
Manager
Please respond with confirmation.
Initial Consumer Rebuttal /* (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 questions. At no time, was any explanation offered of the warranty. My wife asked if Slumberland carried any mattress pads that were leak proof. In the past we had an issue with our dogs wanting to piddle on the bed when we weren't there. He 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 mattress. NOTHING was said about a warranty and its clauses. Patrick sold us the mattress and the mattress pad and while paying for the products he did inform us that there was a 10 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 sale. If a warranty has so many requirements, shouldn't Slumberland be disclosing this at the time of sale?
Now a little over 2 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 10 year warranty. They 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 sale. Fortunately, the dip was large enough to replace so we took photos to the store for the manager to look at. They 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 mattress. Now 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 pad. The reason for that request was because we still have our 2 dogs and we sometimes forget to move the steps away from the bed before we leave for work. They then get up there and piddle. Yes, it has gone through our blankets and onto our sheets in a couple places, but the pad has ALWAYS been on the bed. She told Patrick that she wanted another pad so when we launder one we don't have to move the steps. Patrick did ask at that time if they had piddled on the bed. She told him that they had in fact piddled in 3 different spots about a half dollar in size, but we knew a friend that can clean it if was to get on the mattress. The 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 mattress. As far as the pictures go, I still cannot see the discoloration they are alleging. I want my mattress exchanged and replaced!

Final Business Response /* (4000, 14, 2016/03/11) */
At Slumberland mattress warranties come attached to the side of every new mattress. We just explain the length of the warranty for the mattress because those vary between mattresses and brands. It was explained at the point when they were reselecting the mattress that it had to be free of stains. Any stain we would not be allowed and the exchange could not be done. They were aware of that as stated because they were going to have their friend clean it. The stain and discoloration was noticeable to both of our delivery drivers and in the photo sent to the store manager. We still stand behind the fact that it was made clear to them the circumstances and it is a manufacturer policy. The customer has already been refunded the difference they paid for making the exchange. The policy from the manufacturer is very black and white. Any stain no exchange.

We apologize the customer is having issues with their power base.  The problems the customer is describing sound like there is potentially a defect in the base he received.  The base has a full manufacturer’s warranty through Sealy.  The customer can contact them directly at...

###-###-#### to file a claim to have this looked into further.  If there was any confusion regarding the return policy on the customer’s power base purchase, we would like to apologize for that as well.  We strive to be as clear as possible regarding our policies and any restrictions which may impact our customers.  It is stated on the customer’s sales order ‘Adjustable Power Bases are not included in the comfort guarantee and there are no returns on these items.’ The policy is also outlined in further detail on the back of the customer’s receipt as well as on our website at https://www.slumberland.com/furniture/content/returns-and-refunds.   We cannot offer the customer an upgrade to a queen set.  However, if there is a defect present in the base, we will gladly replace it for the customer.