Saybrook Advertising

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 meThey have reached out to me and admitted they failed and have no way to "right" the situation

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ We apologize for the issues the customer has experienced with their sofa and loveseat purchaseUnfortunately when the customer made his purchase we did not have a loveseat in stock at our warehouseSince this set is manufactured in China it does take time for the furniture to be made and shipped overseasThere was a delay in the customer receiving his loveseat as a result of thisAs the customer stated he was given compensation for this delay when his first complaint was filed When the loveseat arrived on February 26, one of the electrical switches did go outAs soon as Slumberland was notified of the issue a technician was dispatched to inspect it and replacement parts were ordered On January 8, the customer called the extended warranty company, [redacted] , to file a claimThey stated their children were doing school projects on the sofa and caused damage with a scissors [redacted] has been working directly with the customer to get this taken care of sinceWe understand the customer is frustrated with their extended warranty plan purchase and subsequent serviceTo obtain a pro-rated refund of the extended warranty purchase, the customer can contact [redacted] directly at [redacted] The manufacturer's warranty on the leather covering expired on 12/22/on the sofa and 02/26/on the loveseatWe will not be able to offer any service as the customer is outside of their manufacturer's warranty coverage period We will honor the partial refund offer made by the store managerIf the customer would like to accept the refund offer, he will need to contact the manager at the Ramsey Slumberland storeThe number there is [redacted]

We apologize the customer is dissatisfied with their sofa and loveseat. A furniture technician was dispatched by Slumberland to the customer's home in late February 2016 prior to the expiration of their warranty in March. The technician determined the sofa and loveseat were showing signs... of wear consistent with normal use. There were no defects present during his inspection. Our Service Center reviewed the technician's report. It was determined, based on the photos provided and the report of the technician, there were indeed no defects present and no further service was warranted.This was communicated to the customer at that time. Slumberland's Service Center did not hear from them again until receiving a complaint notice from the RevDex.com in November. Slumberland works with an independent technician company, Furniture Pro Solutions. They specialize in leather repair and can perform touch-up to normal wear spots on leather. If the customer would like to contact them, they can be reached at ###-###-####. We are willing to offer the customer a $250 credit to assist them in obtaining an outside service. We will not be able to offer anything additional as there are no defects present and their manufacturer's warranty ended in March 2016.

I am rejecting this response because:
We never
rejected or denied anything We went in to ask for it to be fixed and the manager stated it was better to use the warranty from the manufacture She stated she would come out to see the table top and never did This is the second table top on this table as the first one was defective also The finish started coming off the same day it was installed and we have been trying to resolve this issue since then with nothing but a run around from the people at Slumberland The table is under months old and therefore is still under the manufacture warranty and should be honored This table has been well cared for, and the finish should be strong enough to withstand a wash with a damp cloth We want it repaired or money given back on the purchase so we may go elsewhere and get something of quality and not junk as was sold to us by Slumberland

We apologize the customer is not satisfied with their recliners. There are no defects present in the recliners. This is the way they were designed by the manufacturer. Slumberland has sent out an independent technician to inspect/repair the chairs. The technician confirmed
that no defects are present. This is the style of these chairs. We are not able to offer the customer a refund on the chairs as there is no defect and the customer is outside of their Day Total Satisfaction period. We will have a technician sent out to the customer’s home to reattach the footrest the customer has in her home

We apologize the customer is dissatisfied with her furniture. The manufacturer’s warranty on her set has expired. However, she did purchase a Furniture Care protection plan. Furniture Care is an outside company Slumberland contracts with for our protection plan coverage.
They have been working directly with the customer to resolve her concerns. A replacement was approved for her sofa and loveseat. The store has attempted unsuccessfully to reach the customer to schedule a delivery date to replace the set for her. The customer can contact the Ankeny store at ###-###-#### to schedule a delivery date. We are confident the replacement furniture will resolve the customer’s concerns. If she has any additional questions or would like to discuss the replacement in further detail, she can contact the Ankeny store at the number above or Furniture Care at ###-###-####

Hello,This is difficult for me single handedly respond to based on the fact that this is a claim through our furniture care provider Montage. *** has contacted me on a few different occasions and asked me to mediate her conversation with Montage. I have called Montage on her
behalf and to summarize I was initially told that she reported the claim (which was dog urine), and when Montage sent out a technician to inspect it, and it was declined because there were many other stains. I spoke with the customer and Montage and after a couple of conversations they agreed to send out a tech again*** sent me an email and called me asking for a refund. We pay montage a fee for each plan we sell. They in turn respond to the customer in the event that they have issue. The last time I heard from *** she wrote me an email asking for a refund. I was in touch with montage and they stated that they had made multiple attempts to contact her by phone and had also sent her letters. When I mentioned this to *** she replied by saying that she had purposely not accepted montages phone calls and attempts to reach her. I told her I would once again reach out to montage, and see what was going on. I had prepared a response basically stating that ***'s unwillingness to speak to the warranty company had stalled any type of resolution. *** now lives in California, and I don't have any way to do anything at a local level. Montage has charged us for the Plan she purchased, and has been out to her home and inspected and declined (first visit) her claim. If there is to be some type of buyout of the plan, and it is deemed to be a legitimate claim for the urine stain, it is montage who would be responsible. It is my understanding that her claim was initially refused, and was reopened again but she would not speak to themmontage would have records of all of these callsI have cc'd them on this email. Thanks,Josh ***

I am rejecting this response because: Curious as to how they have left me voicemails? I was out of the country days in January & my phone was lost at the airport on the returnI don't have the number I did at the time I purchased the couch, & with the window of time they are suggesting, it is pretty doubtful someone else had my old number that quickI am also a bit frustrated now at the misinformation they are giving by attempting to state they got two emails from me at the end of JanuaryWhat sense would that have made to email them that closely to each other? If they could send me the emails they are referring to and what was said it may refresh my mindI did email multiple times but only because I tried early on after the purchase and then again after I felt ignored waiting for a good whilePossibly even three times but I never received any confirmation that emails are received or any verification from them of what was going on altogetherA confirmation email is usually appreciated from customers and almost always sent by companies as a courtesyClaiming they just called without success and never thought to shoot me a return email as that was the form of communication that I reached out on, seems unprofessional & nonsensical as well when they knew how to contact me with certaintyI do appreciate their offer, but I am also not interested in all the inconvenience that comes with getting it back to them, finding another couch there because there were no other couches remotely what we were looking for besides the one we purchased, and then waiting for another to come in again and having no furniture in the meantime.Don't feel like buying what I don't want because I am past the refund timeSeems on them for selling a faulty productI initially thought they were pushing me off for that purpose

We apologize for the issues the customer has experienced with their purchase and subsequent service. Once our Service Center was notified of the customer’s concerns, an independent technician was dispatched to their home to inspect and repair the furniture, if possible. Unfortunately,
the technician was unable to complete repairs to bring the furniture back to new condition. We are not able to get replacement parts or provide an exchange for the customer since the set is no longer available. We have offered the customer several options to get this resolved, including a full reselection on their bedroom set. Our Service Center will be in touch with the customer again today to review the settlement options available and work with him to get this resolved to his satisfaction

Initial Business Response /* (1000, 5, 2015/10/28) */
Thank you for contacting usWe apologize for the customer's frustration with the warranty processSlumberland and the manufacturer of the mattress protector have reached a mutual solution with the customer, and all parties would consider this
matter resolvedWe appreciate the customer bringing this situation to our attention and for his patience during the resolution process
Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */
I received a message from SlumberlandThey will work with GBS Enterprises to get me authorization for a replacement mattressI will keep you posted on the progress

I DID NOT SEE ABOUT SPRINGS COMING THROUGH THAT IS COVERED YOU NEED TO CALL MONTAGE AND PUT A CLAIM IN TELEPHONE IS ###-###-#### CUSHIONS ARE CONSIDERED WEAR WE CONTACT THE CUSTOMER AGAIN AND LET THEM KNOW THANKS DARIN STORE MANAGER

We apologize for the frustration the customer has experienced regarding her recent purchase. She has been in touch with her salesperson, the store manager, and the general manager of the StLouis market regarding her experience. We have offered to exchange the damaged pieces for the
customer. Unfortunately, there are none in stock at the store. A replacement would need to be transferred in from one of our warehouses. The customer explained to the store that she was not able to wait for a replacement to come in from the warehouse. The customer is still within her Day Total Satisfaction Guarantee period. Within the first days, if a customer is not satisfied with their furniture purchase, they can return it for a full refundThe store has communicated this to her and offered to take the order back for a full refund. The customer did not accept that optionIf the customer would like to review these options again in further detail, she can contact the StLouis store at ###-###-####. They will gladly work with her to process either an exchange or a return/refund. Again, we apologize for the customer’s experience. We look forward to hearing from her in StLouis so we are able to get this resolved to her satisfaction

We apologize for the issues the customer has experienced with their loveseat. Our Service Center does have a claim open to have another independent technician out to the customer’s home for a 2nd opinion. If the technician determines there is a defect present, they will complete any
necessary repairs, if possible. If the technician is unable to repair to the customer’s satisfaction, replacement parts will be ordered or an exchange will be authorized at the discretion of our Service Center

I am rejecting this response because:
That does not sync with the problem observed It has nothing to do with sag, which is what would happen if the support was insufficient

I am rejecting this response because:
seem that they are not taking this serious to solve the problems. they did not even bother to call me to discuss, they did not offer discount for their behavior by forcing, pressuring me to buy products that I was NOT interestedthey did not even contact me. which proves that they are not taking my complaint this serious. so, I have decided that I am no longer interested in buying anything from Slumberland anymore because they would not take my complaint this serious. I am very disappointment with them. my complaint stay stand. thank you***

This customer did have a guard rail from their bunk bed that came detached from the bedNot only did it come detached, the incident somehow pulled the factory installed nails clean out of the woodOnce we determined a new guardrail and side rail assembly were needed we scheduled a time
to go back out and install it for themThe delivery team got delayed on prior stops to this customer and were delayedThey were indeed late for her scheduled timeWe contacted her and gave her the choice of still coming that night late, or adding an extra shift the following day to take care of the problemThe second option was selected, so we scheduled people to do it earlier in the day on the following dayThe new parts were installed, replacing the damaged onesCompleting the bunkbed, leaving the customer with a proper fully assembled bunkbedShe was also given a discount for the delays and difficulties she experienced. We strive to do better for our customers, I am disappointed we failed to meet the expectations of this customer several times

We apologize for the issues the customer has experienced with her chair. These chairs do not come with batteries. The customer is responsible for obtaining and installing batteries into the bacomponent of the chair. We are sorry if this was not communicated to the customer
during her delivery. We can offer the customer an exchange of her chair. However, she will still be responsible for purchasing and installing batteries. If the customer would prefer to keep the chair she already has in her home, we would be willing to send the customer a $check to cover the cost of batteries and could send a technician out to install them at no charge

I am rejecting this response because: Most of the things that are being stated are false. I was not at home when the tech came out my frustration came when you customer service rep basically told me that I was lying about the pieces that I ordered and what the previous rep told me. This really frustrates me because CLEARLY you did not review the calls to see. I just got the legs after I filed the complaint AGAIN. I feel as regardless to if the furniture is "sold as is" or not that you would want to make good with your customer if they called with in an adequate time to get this resolved. Instead I got the WORST customer service possible and if this is how you would like for your customers to feel I will take my business somewhere else. Didn't even bother to call me to talk with me about my experience. This is such a BAD experience for me all the way around. I will post everywhere if I have to about this. don't worry there are some customers that will listen solely off I am sure I am not the first that this has happened too

Initial Business Response /* (1000, 6, 2016/01/06) */
We apologize for the frustration the customer regarding the time frame for delivery of their orderThe customer's entire order is not in stock at this timeThere are several pieces which are in stock and have been scheduled for delivery on
01/10/The console is scheduled to arrive in approximately 01/12/and one of the dining sets is scheduled to arrive in approximately 01/11/Once the console and second dining set are in stock, we will contact the customer to schedule a delivery dateIf the customer would like to select a different dining set which is in stock at our warehouse, we would be happy to deliver it to them on our next available delivery date
Initial Consumer Rebuttal /* (3000, 8, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told for two weeks now that the items will be deliveredWe are close to one month from the time of purchase and the story stays the sameDelayed shipments, damaged items, etcI continue to ask Slumberland to fulfill their obligation as I paid the taxes and delivery charges nearly one month ago......and of the items I paid for have not arrivedPlease stop promising to deliver the furniture and actually do it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me