Saybrook Advertising

We apologize the customer is unhappy with her mattress purchase. The customer contacted our Service Center on April 14, reporting that her mattress was sagging. A technician inspected the mattress on April 22, and the report (see attached) states there is no significant
measurements to qualify for a warranty exchange. The tag on the mattress (see attached) indicates that it was manufactured on March 16, and the customer’s delivery occurred on March 22, which indicates the mattress was new when the customer took possession. Slumberland’s guarantees, as listed on our website and also printed on the back of the customer’s receipt, states that mattresses do not qualify for refunds, however, exchanges may be granted provided the mattress meets the manufacturer warranty guidelines of a 1.5” sag or greater (see attached for Simmons warranty information)Slumberland is unable to refund the customer for her mattress as there is no evidence indicating a defect. If the customer experiences an issue that falls within the manufacturer’s warranty she may contact ###-###-#### option and her claim will be reviewed accordingly

Initial Business Response /* (1000, 5, 2015/07/27) */
We apologize for the delay in the customer receiving her furnitureThe merchandise she ordered on July 22, is in route from our warehouse to the storeIt is currently scheduled to arrive there for her to pick up on July 28, If
the customer is not satisfied with this time frame and wishes to cancel her order, she can contact the Shakopee store at***It is Slumberland's policy that all payment made by cash or check are refunded via checkThis policy is outlined in our Thank You brochure which is given to all customer's in the store when a purchase is made:
"Cash and check payments will be refunded by check a minimum of days after Slumberland's receipt of your initial payment."
We appreciate the customer's feedback regarding her overall experience with the storeHer concerns have been forwarded to the appropriate parties and will be addressed, as needed

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

In reply, this is NOT a manufacturer warrantable issue, and the customer needs to exercise the Furniture Care warranty

I emailed the customer late last week about a cash settlement and never received a response

Initial Business Response /* (1000, 5, 2015/11/24) */
We apologize if there was any miscommunication regarding the extended warranty coverage the customer purchasedTo obtain a refund, the customer will need to contact the extended warranty company, Furniture Care, at ***They will
be able to assist in getting her plan purchase refunded

Initial Business Response /* (1000, 5, 2015/09/14) */
We apologize for the issues the customer is experiencing with her chairWhen our Service Center was notified there was a potential defect an independent technician was sent to the customer's home to inspect itThe technician determined the
issues were caused by body/hair oilsAs the damage was customer caused, not a manufacturer's defect, her claim was denied
Our Customer Assistance manager was able to review the customer's claim and has approved a one-time reselection for her chairA letter was mailed out to the customer on 09/11/giving her credit in the amount she originally paid for the chair to select something different

We apologize for the delay in getting the customer’s furniture. It was not in stock when the purchase was made. As soon as it was available, the customer was contacted to schedule delivery. Their delivery is currently set for April 12, 2018. We will be delivering the order
at no charge to the customer due to the delay. If the customer has any further questions or concerns, they can contact our Wichita East store at ###-###-####

We apologize if the customer has any confusion regarding the mattress warranty. I have included a link below directly to the manufacturer’s website which details the specific coverage details:http://www.simmons.com/Warranties/Warranty-Before-DetailIt clearly states: “For any queen or king
frame that does not have a metal center support, you must use at least hardwood (i.e., oak or ash) slats (1” x 4”) and add legs to the center slatsBy not providing a sufficient supportive frame, damage can occur to the product and your warranty will be invalid.”Slumberland works with Simmons to honor their manufacturer’s warranty claimsThe customer’s mattress does not have proper support. The proper frame structure is required to avoid causing damage to the box spring and/or mattresses. If, after reviewing the warranty above, the customer feels they do have they do meet the requirements we would be happy to review their claim. They can contact our Service Center at ###-###-#### option 1. Any representative will be able to review the warranty coverage and work with the customer to re-open the claim, if needed

I am rejecting this response because:
This is the third time in the first six months of use that the footrest fell offWhat is to prevent it from happening again? I have stated from the beginning that the comfort issue is a design flaw not a manufacturing defect and funny that you are no longer selling this chairThere is no padding under the first inch of the footrest where the leg restsSee attached photosI was told by the rep at your office that you did not even have an obligation to reattach the footrest and that I would have to sue to get it doneI am extremely unhappy with Slumberland at this point and the lack of service and have no desire to do any business with them in the future

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

I am sorry for the troubles you had with the delivery of your furniture. We value your business and appreciate you as a customer. We do want you to be happy with your furniture and we will make sure everything is taken care of to make sure your furniture is corrected and all
of the issues resolved. Once we get the report back from the service tech we will act to make sure everything is resolved. We should receive this early next week. Thanks again for your business

Initial Business Response /* (1000, 6, 2015/09/24) */
I contacted the customer on Tuesday morning 9/22/regarding her issueShe sent me pictures showing a board sticking out of her frame which would be a manufacturer's defectShe also stated that it was sticking out in the same spot on both
sides of her loveseat and that there was a hole starting on the board that was sticking out on the right side facingSlumberland furniture guarantees days of free service on merchandise with manufacturing defectsAfter days, any applicable delivery and service fees will be chargedSee attachmentOur policy is also on slumberland.comThe customer received her loveseat on 5/5/I spoke with the customer on Tuesday afternoon after I was able to review the pictures and check with the manufacturer to see if they had any labor warrantyWith Hughes furniture they cover the frame, springs, and recliner mechanism on parts only for yearThey also cover fabric, cushions, fiber stuffing and parts for yearThey do not cover any laborI told her the facts of Slumberland's policy and the manufacturer's warranty and I would need to call her back on Thursday evening to see what I could do for her and to see how big or small of an issue this would beI needed to show our technician her pictures so I could give her a more accurate estimateOur technician is here every Thursday evening to fix or give estimates on any issues that we are havingHe is employed by Vinyl Solutions out of Columbus, NEThe manufacturer will replace the fabric on the right side facing at no charge but the labor to replace the fabric and fix the frame issue will be $40-$If she would be able to drop off her loveseat, that would be the only chargeIf she needs us to pick it up and deliver it back it would be an additional $We normally charge $to pick up and deliver backWe are in her area every other week to pick up and deliver backRegarding her first issue that she had with her sofa, the customer admitted to pulling off her manufacturer tags instead of cutting which caused a hole in the fabricAs a courtesy, we compensated her $Regarding the year protection plan, it is accidental furniture protectionIt protects her furniture from cuts, rips, tears, burns and stains from a specific incidentThis furniture protection does not cover manufacturer's defects or framesShe would have received her policy in the mail from Montage (year protection plan) that states what is and is not coveredSee attachment
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept thier response because I dont feel it is a manufacturer defectThe board I am talking about is the block of wood that the back leg screws intoMaybe I should have worded it differently in my complaintI explained this to Leanne on the phone beforeThe issue is the fabric is being ripped by the board (block of wood)This is happening because my son fell into it, and got scraped on the sharp corner of itThe fabric on the side is the only thing that needs to be fixedThat should fall under the protection planIn the response, she stated that I told her that it was sticking out on the other side in the same placeThat is not what I saidI told her that there was the same board in the same place on the other side of the loveseat (where the leg screws into it)I told her I could feel the sharp corner of it on the other side as well, not that it was sticking outThe side of my loveseat is out in the open, and was not damaged before my son fellI believe him falling into it is what pushed the fabric looseThe photos I sent her show the "saggy" fabric on the side where the board is poking through
A second thing that is incorrect on her statement is about the first issue I had with the loveseatShe states that I told her I ripped it off instead of cutting it offI did notThe tags were not on the loveseatI believe they got ripped off during delivery
The loveseat does not have a defectThe boards are there like they should be
Final Business Response /* (4000, 10, 2015/10/05) */
The reason why I didn't consider her issue a furniture care issue was because she claimed a sharp edged board was poking out of the side of her loveseat which caused the tearIn her first response she stated that she needed to put a boom case in front of it because she was afraid one of her boys is going to get seriously hurt by it and it was dangerousIn her last statement on the last line, she states "The loveseat does not have a defectThe boards are there like they should be." If this is correct, if the customer would like to try going through furniture care, I suggest that she call me first so I can go through the furniture protection with herI am not certain they will cover itWe suggest that if she does have a sharp edge that she contacts us to get it taken care of as soon as possibleOur statement in our first response still stands with what our warranty is through the manufacturer and slumberland furniture

We apologize the customer is unhappy with her sectional. The original issue with the piece was reported on March 27, 2017. 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

As the customer was informed, La-Z-boy has a one-year warranty on fabric and leather. Slumberland abides by this warranty and will agree to repair or replace any warranty related issues within this timeframe. If the customer believes the issues he is experiencing are a result of a manufacturer defect, La-Z-boy would need to authorize any replacement or service outside of the one-year period. La-Z-boy may be reached at 855-80-COMFORT. If the customer would like to request a refund of his protection plan from Montage Furniture Service he may contact ###-###-####. Please note that all MFS refunds are prorated If the customer has any further questions from Slumberland he may contact ###-###-#### option

Initial Business Response /* (1000, 5, 2015/09/30) */
The customer purchased the dresser at a clearance store AS IS at an almost 50% discount off the retail priceThe salesperson did inspect the dresser with the customer as best they could in the space availableIt is unfortunate they weren't
able to inspect the bottom of the dresser prior to the deliveryDue to the unknown damage, we have voided out the customer's order and will be giving her a full refund for the dresser
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this responseI hope to see a refund to my account soonThank you for resolving this to my satisfaction

We apologize the customer is dissatisfied with his experience purchasing a bed set. I have reviewed the customer’s correspondence with the store from yesterday, July 18. They did offer him several options of different beds as well as possible upgrades to the set he was asking about, sku
PSUN206. At Slumberland we strive to give our customers the best shopping experience we can. This includes offering a wide selection of products at varying price points to ensure we can get the customer the best product to fit their needs and budgetIt is unfortunate the customer felt pressured to purchase a set he was not interested in. That was not our intention. We would be happy to assist the customer in purchasing sku PSUN206. He can do so by ordering it on our website at www.slumberland.com or by visiting any of our Slumberland stores. The set was discounted to $during our 4th of July sale. It is currently priced at $1529.99. All prices are subject to change. We cannot offer the customer the promotional price since the 4th of July sale has ended. However, we do offer a day price match guarantee. If the item goes on sale, at Slumberland or another retailer, within day after the customer purchases the set, we will refund him the difference

We apologize the customer is dissatisfied with their furniture. The customer purchased special order furnitureAll sales are final once possession is takenNo refunds or exchanges.This is outlined with the customer in our Thank You brochure given at the time of sale and detailed on our
website as well. We understand the customer’s frustration. We have offered the customer a full reselection on her order to select something different. She has refused our offers of an even exchange and in-store credit to select another set. We are not able to offer the customer a full refund as she purchased special order items. If the customer would like to discuss an exchange or reselection, we would be happy to review both options with her in further detail. She can contact Greg, the Bloomington store manager, at ###-###-####

The mattresses are being allowed to be returned for a different model

We apologize the customer is experiencing issues with her sectional and is frustrated with her experience. We received email complaints from the customer on 1/24/and 1/31/and our Customer Service team responded by reaching out to the customer and leaving voicemails both times. We
never received as response from the customer. We again reached out to the customer on 2/22/and left another voicemail and are awaiting a responseUnfortunately the customer is outside the refund return window as outlined under Our Guarantees on our website (https://www.slumberland.com/furniture/content/guarantees). We have agreed to offer the customer a reselection of her sectional so she may select an entirely new piece up to the amount paid for the original purchase. The customer may contact ###-###-#### to follwith our Customer Service team and if she has any questions regarding the reselection process