Saybrook Advertising

I am rejecting this response because:The warranty that it came with is a year warrantyI have read through it multiple times and nowhere in there does it state that this is not covered

I am rejecting this response because: This is already the second mattress from themThey are selling inferior, defective productsThe replacement process they mention is designed to discourage costumersThe pictures I sent were good they are just hoping I'll get discouraged The tech they say they are sending called me, they are in Bristol Wiwhich is over miles away More delayI've already payed for shipping twice and had to pay more for the first replacement because the price had gone up Now they may charge more again and I'll have to pay for shipping a third time This whole process is designed to discourage and they hope you give up plus their mattress are defective

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ We apologize for the customer's frustrationHis bed frame was deemed defectiveAn exchange was set up and is in stock for the customerWe do also have an open service claim for his mattress and box springThe customer chose to complete a self-inspection packetOnce we have received the completed packet along with all the necessary photos, it will be reviewed by our Service CenterIf it is deemed defective, the customer will receive replacements for the defective mattress and/or box spring as wellIf they are not defective, we will not be able to offer the customer a replacement The customer can contact our Service Center at [redacted] #if they have questions regarding the inspection packet or would like to discuss their claim in further detail Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Right now I need to send two more pictures the top of box-spring and the frame I will be sending those12-29- Final Business Response / [redacted] (4000, 9, 2015/12/28) */ Once we have received the necessary photos, they will be reviewed by our Service CenterIf it is deemed defective, the customer will receive replacements for the defective mattress and/or box spring as wellIf they are not defective, we will not be able to offer the customer a replacement Final Consumer Response / [redacted] (3000, 11, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) REASON BEING IS THAT I ASK FOR A NEW BOX-SPRING AND NEW FRAME AND RAILINGS ALSO I WANT TO SEE IF THIS IS THE PROBLEM AND IF NOT I'LL BE ASKING FOR A NEW MATTRESSTHANK YOU

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

We apologize the customer is experiencing issues with their table When the customer notified our Service Center of the potential defect, an outside technician was dispatched to the customer’s home to perform an inspection The technician determined there were no manufacturing defects present and the issue was a result of water damage most likely caused by a spill After discussing the technician’s findings with the customer, our Service Center had assigned a different technician to inspect the furniture for a 2nd opinion We have cancelled the technician after receiving the customer’s complaint here We will be replacing the table for the customer as a one-time courtesy If there are any further questions or concerns the customer can contact our Service Center at ###-###-#### option or the Des Moines South store location at ###-###-####

The customer purchased a non-refundable item The receipt he provided along with his complaint clearly outlines that We apologize if there was confusion at the time the customer made his purchase regarding our satisfaction guarantee The order was placed on March 19, which is when the customer received the receipt he attached to his claim The order was not delivered until April 19, If, during the time between when the order was placed and when it was delivered, the customer reviewed the documentation provided to him and found out policies to be unsatisfactory, we would have cancelled the order and provided him a full refundHowever, these items are not returnable/refundable We cannot refund the customer once they have taken possession of the merchandise The customer indicated in his 2nd complaint that he did not sign the receipt The only signature requirement Slumberland has for a credit card purchase is the payment receipt which the customer did sign When the customer was making his purchase in-store, he indicated the desire to move from a queen size mattress (60” x 80”) to a full size mattress (53” x 74”) Our sales staff works hard to provide our customers with the best available options to meet their needs But it is ultimately the customer’s choice to determine which mattress (size, firmness, etc.) is right for them As stated in our previous response, we cannot offer the customer an upgrade to a queen set as the merchandise he purchase is non-returnable/refundable which is indicated on the sales order the customer provided

I am rejecting this response because: I notified slumberland of the problem on day - Their salesperson insisted it was normal When I called customer service, I was completely dismissed It was clear that they had little care Had they been even remotely open to assisting during that call, things would have been fine Then, after I filed a complaint with Revdex.com and the corporate headquarters, I received a call back from Customer Service They had a very disgusted tone in their voice and demanded that I pay them to look at a piece of furniture that was defective from the day it was purchased I had already paid them $2,for the sectional, and now they want more money to look at the defective item they sold me? You would think they were a federal government operation

I am rejecting this response because: There would "not" be an insurance issue if the store would have been honest from the startI was told that if I took out the insurance it would be covered I would not have have bought a sofa with an air mattress if they would have been honestNothing was said that the mattress was covered for a year, she said "5" yearsI feel I "already" paid for a mattress when I bought the sofa.It would be like buying a new vehicle and the transmission blew and you were told "you" have to pay to replace it when you have a warranty.If they cannot take care of a mattress issue, they could come get the sofa and issue me either a full refund or replace the sofa

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ We apologize for any confusion regarding the delivery date for the customer's orderWhen the purchase was made the order was not scheduled for deliveryThe store manager spoke with the customer while she was viewing the sales receipt and confirmed that it was set for a generic delivery date, not 12/04/15, as was stated in her complaint The order was coming from our warehouseAs soon as it arrived in our warehouse from the manufacturer, we attempted to contact her to schedule a delivery dateWe were not able to get a message throughThe customer, Patti, communicated to the store manager that the customer's phone was not hooked up at that time The store has since been in touch with the customer and schedule a delivery date with her for this weekWe apologize for any frustration, but we are not able to get the recliner to the customer any sooner than the agreed upon delivery date of 12/10/

We apologize for the issues the customer has experienced with her sectionals She does have two different sectionals which were manufactured by separate companies One of them was exchanged for her in February after it had been deemed defectiveIn June 2016, our Service Center was notified the customer was experiencing issues with her other sectional The second set is no longer available through the manufacturer so the customer was given in-store credit for the amount she originally paid to select something new We are unable to give the customer in-store credit for more than she originally paid Slumberland carries a wide variety of products in a range of price points Any of our Des Moines stores would be happy to assist the customer in selecting something in the price range of her available credit The customer’s concerns regarding her experience with the salesperson have been passed on to the appropriate parties to be addressed directly with those involved We apologize if the customer felt she was mistreated It is never our intention to treat our customers with anything but respect We will be sure to look into her experience to ensure this does not happen again

Initial Business Response / [redacted] (1000, 5, 2016/01/29) */ We are sorry to hear the customer is not satisfied with their mattressThey are within their sleep guarantee periodThe customer can, at any time within the day period, return their mattress for in-store credit and select something differentWe will not be able to offer the customer a refund Please see the attached copy of the customer's receiptThe receipt clearly states "NIGHT SLEEP GUARANTEE WITH TIME RESELECT - NO REFUNDS"The customer did sign the receipt in acknowledgement and acceptance of the terms and conditions of their purchase agreement If the customer would like to return their current mattress set and select something better suited to their needs, they can contact their local Slumberland store at [redacted] for assistance *See attached receipt*

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ We apologize the customer is dissatisfied with the extended warranty coverage on their adjustable bed bases. Slumberland offers the extended warranty our customers as an option for them to receive service on parts and/or labor not covered under... the manufacturer's warranty. The manufacturer of the customer's adjustable base, Reverie, does offer a 20 year warranty. Their warranty covers all parts and labor for 1 year. Years 2-5 cover parts only; labor is no longer covered after the first year. Years 6-20 cover mechanical frame parts only; electrical parts and labor are no longer covered. The extended warranty the customer purchased through Slumberland offers full coverage for all parts and labor for 10 years. If the customer no longer wishes to have the full labor and parts coverage provided through the extended warranty, they can contact Furniture Care at [redacted] . They will be able to provide the customer a pro-rated refund of their extended warranty plan purchase. I spoke with Furniture Care this morning. They had no record of the customer calling in to file a claim. If the customer would like to file a claim for service, they can call [redacted] for assistance. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a full refund for the warranty. Plus something for the inconvenience of them not being able to help me and the general manager not calling me back.

I am rejecting this response because: I spoke to Lazy Boy and they have a one year manufactures warranty and nothing past that. The 5 year warranty states "Checking, cracking, bubbling or peeling of finish caused by a specific incident" . I think the peeling of the material is due to defective material. The warranty cost me $179.99 that I purchased at the time of sale. Lazy Boy or Furniture care didn't sell me anything. Slumberland made the sale and I hold them responsible for my defective product. [redacted]

I am rejecting this response because:While Mr [redacted] has correctly noted that we declined to continue engaging with Montage by phone, to be clear, Montage was calling to start the claim review process all over againThey were NOT calling to find a time to clean the couchThat is a crucial detailWe never received any letters from Montage.In all of my correspondence with Mr***, I made it explicitly clear that I was no longer going to continue wasting my time when we were able to get the couch cleaned easily and quickly by a company in Long Beach in under an hour in one dayMr [redacted] neglects to mention that at the point Montage finally re-opened the claim, it had been OVER A MONTH since the dog had urinated on the couch and we had submitted the claimThat is why we finally had the couch cleaned ourselvesIt should hardly come as a shock that we took matters into our own hands to finally have use of our couch again instead of wading through continued time, energy, and further delays with Montage, and the very real possibility that they would deny the claim again! Mr [redacted] is suggesting I seek a refund from MontageI'm not going to receive a refund from Montage, because they are an insurance company whose client is SlumberlandThey got their money from them (from us, really) and they don't care if we aren't happy with their serviceIt's clear from Mr***'s response here, and overall handling of the situation, that Slumberland does not care at all about my customer experienceI want my experience to be visible as a review on the Revdex.com site so that other prospective buyers of the Montage furniture care plan at Slumberland (I’ll reiterate that this is a PRODUCT THAT SLUMBERLAND PERSONNEL SELLS AND ENCOURAGES CUSTOMERS TO PURCHASE and they likely receive a sales commission for it) are forewarned as to what they are getting into should they purchase the plan and have a claim denied, as we did

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ All Slumberland customers have the option of purchasing a mattress protector and qualifying for an day test rest on their new mattressShould they be unhappy with their mattress during this test rest(for any reason) they would have the option to exchange their mattress for another of their choiceIf exchanged, any increase of price would be paid by the customer, and any decrease would be issued back to the customer as a store creditThere are no cost or fees for this reselection! This customer ultimately did not wish to re-select under our stores' policies and only would accept a return for a refundUnfortunately, that is not an option under our test rest, which we guarantee to all our customers to apply equally and consistently Because this customer is still under their day test rest, they continue to have the above options through the end of the test restIf they would like to exchange the mattress they would need to go to the Winona store and re-selectIf they do not wish to work with the personnel at the Winona store they may also go to the Onalaska store and have the same options We are certainly sorry when any customer is ultimately disappointed with our products or our policies, but we work very hard to have the best of bothWe cannot offer a plan, like our test rest, without applying it consistently and that is what has been done in this case Thank you for your help in this matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to do any further business with SlumberlandI tried to resolve this issue by going to the store on two separate occasions and was barely given the time of dayI should not have to go back to the same Slumberland store let alone drive thirty miles to ANOTHER Slumberland store where the district manager is likely the same as WinonaThe sales person in Winona (store manager) was completely rude to me and blew me off when she realized I was frustratedI attempted to contact the district manager on three occasions and left a message each time; I was not even afforded a phone call back from a business professional representing Slumberland and therefore I have no confidence that Slumberland values or cares about their customers or reputation Final Business Response / [redacted] (4000, 9, 2015/09/21) */ We certainly apologize you were not satisfied with your in store experiences, but as I explained in our first response, our test rest policy does not provide for you to return your mattress for a refundAgain, we are happy to make every attempt to accommodate a re-selection through the end of your test rest periodIn addition, you would not have to work with the same store manager that previously helped you if that is your preference Thank you If you do choose to proceed with a re-selection please remember you must complete the re-selection before the end of your day test rest

We apologize if the repairs were not completed to the customer’s satisfaction We contract with independent technicians and have standards in place to ensure they are working up to Slumberland’s expectations We will file the customer’s complaint regarding the quality of the repair work for our specialists to review and address with the technician, as needed The customer is outside of the manufacturer’s warranty period However, we will be sending out a technician to complete the repairs which were reported during the warranty period This is a one-time offer and no further service will be provided after the repairs have been completed

We apologize if there was confusion regarding the customer’s plan coverage The protection plan the customer purchased is an accidental/incidental damage plan It does not cover manufacturing defects In the customer’s complaint, they are stating there are issues with the leather peeling and later stated the leather is scratched The manufacturer’s warranty covers leather for two years If there is a manufacturing defect in the leather which is causing it to peel, the leather itself would be covered through October 9, We would ask that the customer calls our Service Center at ###-###-#### option to file a manufacturer’s warranty claim on the leather if they believe it is defectiveHowever, if the issues the customer has experienced are the result of an accident which caused damage to the leather, they would need to address that with the protection plan provider, Furniture Care, by calling ###-###-#### Furniture Care can review the customer’s warranty coverage and file a claim, if the issues are covered under the plan the customer purchasedIf the issues are not covered under the customer’s plan, they can discuss a refund of their plan purchase directly with Furniture Care

We are sorry to hear there were issues scheduling the customer’s delivery We have addressed these concerns with the appropriate parties We appreciate the feedback as it will be used to drive improvement moving forward

I am rejecting this response because: The damaged recliner chair of the sectional is unusable, can't even sit on it because the head adjustment is fully forward The nearest store is miles from here and while I don't feel it is our responsibility to do so, we would go and pick up replacement pieces I did call the store in Billings and asked if they deliver to Bozeman and was told that, yes, they do $delivery fee I don't think that Slumberland has been honest or helpful this this issue I have attached a photo of what we have been walking around for the past months

We are sorry to hear the customer is not satisfied with her furniture The protection plan the customer purchased is an incidental damage plan intended to cover spills, etcwhich are the result of a specific accident The coverage is not designed to be an extension of the manufacturer’s warranty The specific coverage details are outlined in store as well as in plan documents mailed to the customer at the point the purchase is made The issues the customer described are not the result of an accident and as such would not be covered under the protection plan If there was any confusion regarding the protection plan coverage we do apologize The manufacturer’s warranty expired on July 26, The customer spoke with the store manager earlier this week As a one-time courtesy he agreed to send an independent technician to the customer’s home at no charge and order parts, if needed This is a one-time offer The technician has been assigned and will work directly with the customer to schedule a date and time to visit their home for the inspection/repairs No further service will be offered beyond this The manufacturer’s warranty has expired The store manager and our Service Center have discussed this with the customer If the customer has any further questions, they can contact our Service Center at ###-###-#### option to discuss their open claim