Saybrook Advertising

We apologize for the customer’s frustration with their order. The customer has spoken with the store manager. They have reached an amicable resolution. If the customer has any further questions or concerns, he may contact the Sioux Falls store at ###-###-####

I am rejecting this response because:My wife received a phone call while at work yesterday 04/16/from Slumberland Customer Service stating that they were going to do a one time exchange of the tableWe would receive a call from the store we purchased the table from when the new one was in and we could come and exchange the table thenMy wife agreed and ended the callWe then reviewed this reply from the company today online sent by Slumberland to the Revdex.comI am disgusted at this whole ordealWe are to bring the table to them to exchangeThey will then put the old table in the back room and resell it for top dollarThis is the same outcome that would have taken place if the technician would have told the truth in his report instead of stating that we spilled on the table and this is why it crackedNOTHING has been spilled on this tableI think it is really ignorant of this company to actually think that spilling something on a dining room table would cause it to crackIt is a dining room table! There will be food and drinks consumed at it! If it was sealed correctly at the factory spilling something on it would not cause the table to crack! If Slumberland would have stood behind the table when we first made the complaint they would have exchanged it and sold the faulty one and not lost a dimeBut we have to call and call and call and get nowhereThen what gets their attention is a complaint to Revdex.com and then we have to drive and bring the table to them. The other lie is that a second service tech was set up to come out and give a second opinion, but was cancelled due to the complaintNot one of the three times that we spoke to customer service after the first tech had come out did they offer to send another techMaybe if they would have offered this we wouldn't be in this mess nowAt this point I am so angry about the lies from this company and upset that I spent time to find the right table for my home only to have to jump through hoops to get any response that I don't really care what they do with the table. I asked for a refund in my initial complaint and that is what I want. I treat people fairly in my business and I expect the same when I am the consumerIt is sad that customer service is so impersonal

Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the issues the customer has experiencedWe have an exchange set up for the customer's dining tableIt is currently scheduled to be delivered with the customer's fireplace orderThe delivery driver will be picking the
mattresses as well as assembling the bench while they are thereThe customer and her husband have spoken with the store manager to review their experienceThe store manager has offered them a gift card for their inconvenience which Mr*** has chosen to pick up at the store rather than having it mailed
If the customer has any further questions or concerns, she can contact the Shakopee store at ***

I am rejecting this response because:
Regardless if the mattress is new or not it's still damagedI want a refund for this mattress it is defect or damaged however you want to look at itIt could have been damaged in the truck or in their warehouseI told the delivery man that I didn't like the way it looked it was sagging in the middle and he said it'll level out in a few days if not give them a call and they will take care of itWell no one is taking care of it!!

We apologize for the issues the customer has experienced with their recliner and overall service experienceWe are working to get a new recliner for the customer in lieu of additional repair attemptsOnce the replacement recliner is in stock the customer will receive a call to schedule a date to
swap them outIf he has any questions in the meantime, he can call our Service Center at ###-###-#### option or the O'Fallon store at ###-###-####

We apologize the customer is experiencing issues with his recliners. The protection plan that was purchased through Montage Furniture Services covers accidental damage due to a specific incident and does not cover wear and tear or accumulation of damage. This information is
outlined in the plan documentation that the customer received after their furniture purchase Slumberland has not received any photos or communication from La-Z-boy for approval of coverage outside of the 1-year manufacturer warranty. If the vendor has approved replacement of the customer’s recliners, they will need to submit the proper documentation for processing If the customer has further questions they may contact ###-###-#### option or speak with La-Z-boy directly regarding their replacement approval

I am rejecting this response because:Our complaint is that the furniture that we received is not the same as the furniture we were shown in the store. We were given incorrect and misleading information at the time of the sale. We did not realize this until the paint on the buttons started to come off and the paint on the leather started to peel off. The technician sent by Slumberland told us that the leather was painted. This same technician also told us that he was doubtful that Slumberland would provide any compensation but that I would be notified. We never heard back from Slumberland or the Technician. Our furniture continues to accumulate more areas where the paint is coming off. Since we had not heard back from Slumberland, we decided to file our complaint with the Revdex.com. In follow up to Slumberland’s response to our complaint, I decided to visit the store and get additional documentation regarding the furniture we had purchased. I visited the Lincoln Ne store today (11/30/16) at *** * *** ***t. The store still has the same furniture on display that they did when we purchased the set. The sales person that I visited today told us very similar information that we were provided when we originally purchased the set. I verified that the furniture in the store is the same that we purchased by comparing item numbers to my receipt and I took pictures for documentation. As stated in our original complaint, the furniture in the store does not show the same signs of use that our set does. It does not have paint coming off the buttons and the leather still looks great with no pealing, discoloration or paint coming off of the leather. The couch in the store has been there for ten years (as stated by Kim ***, Slumberland Sales Associate), and is in excellent conditionI recorded my conversation that I had with Kim *** and asked her about the leather furnitureI asked her about the quality of the furniture she said “The highest quality, honestly, it is top grain 100% leather……..where your sitting, where your hands are touching ” I asked her how long will this furniture hold upShe said “the sofa we are looking at is years old.” I asked her if this is the Kingston Chesapeake Oak furniture She said, “yes it is.” In reference to the age of the furniture she stated “as you can see they look better …… when you sit on it, your oils from your hands goes into the leather and actually makes it a little bit more richer…..” Then I asked her do I have to worry about the couch pealing She said “no not with 100% real leather “. I asked again and she said “nope, nope” . Then I asked what about the buttons, do I have to worry about the paint coming off She said “ no, absolutely, that’s all the way through and as you can tell, that has held up really well”. I asked if this was painted furniture or painted leather She said “actually stained right into it, all the way through……in fact if you flip it to the back side leather, the back side leather is even the same color” I said so this is stained leather not painted leather She said “right”. In regards to your offer to repair the furniture, we do not feel that repairing the furniture is appropriate compensation for selling us a product that was, and continues to be misrepresented by your company. We did not want painted leather or painted buttons. We would like a full refund for the couch, loveseat and chair

Thank you for contacting us, and we are sorry to hear your family is experiencing this issueSlumberland takes your concern seriously, and we understand the matter was turned over to our insurance provider for investigationThere has been a worldwide resurgence in bed bugs, and Slumberland takes
extensive measures to ensure our stores and customers don’t come in contact with them, and we contract with Plunkett’s Pest Control to provide regular inspections and preventive maintenance of our showrooms, warehouses and trucksIf you have additional concerns, we would encourage you to contact the adjuster who was assigned to your claim

We are sorry to hear the customer is not satisfied with her replacement mattress. New mattresses do take time to adjust to the customer’s body which can take up to days. As the mattress adjusts to the customer it is for impressions to occur as the customer is describing.
An impression of less than 1.5” is considered and is part of the mattress adapting to the customer. We cannot replace the mattress as there is no defect present. Below is a link to manufacturer’s warranty if the customer would like to review their warranty in further detail. If, after reviewing the warranty, the customer believes a defect is present, we would be happy to file a claim on their behalf. Our Service Center can be reached at ###-###-#### option 1. Any of our Customer Service Representatives will be glad to review the warranty coverage with the customer and start a claim, as needed. http://www.stearnsandfoster.com/customer-service/warranty

We have been in contact with the customer regarding this matter. We have acknowledged the inconvenience the presence of the bed bugs has created, however, we maintain that they did not come from Slumberland. As a courtesy and show of good faith Slumberland has agreed to replace the customer’s recliner

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 In conversation with them, I ask them to also cover delivery and they accepted

Initial Business Response /* (1000, 10, 2015/12/23) */
We apologize for the customer's frustration with his sofaOur Service Center has been working to get this issue resolvedA technician was dispatched to the customer's home when we were notified of the potential defectThey did determine a
defect was present and ordered parts to complete repairs
We understand the customer is not satisfied and does not wish to have repairs completedOur Service Center left a message yesterday afternoon for the customer giving him the option of exchange/reselection to receive a new piece or completing repairsIf the customer would like to discuss these options further, he can contact our Service Center at *** #

I am rejecting this response because:When Plunketts was here he found the bugs and their nest in the chairHe took them back to the office with him as proof that they were here and had spreadThe person using the chair has
cancer people, cancer!! Lying about what a bug inspector found is the last thing on our listBad news about business travels at the speed of lightThis item was not wrapped, did not smell like treatment and for all we know......was a return from an infected homeIt may have taken time for the bugs to manifest out for us to seeNow I'm resorting to extremely hazardous smelling pesticides to try and kill them!!. The company lying about what plunketts found in order to get out of paying for something the are responsible for is nothing more than greedy business, they claim to care about the customer and be customer oriented, but when the chips are down....and it could cost them a buck.....they really could care less about the customerThey seem to care more about the money they get than making the customer happy so they will have a return customerI dare any one of them to spend a night in my home not knowing if these bugs will crawl all over you or in your mouth while you sleep!!!I'm only asking $enough to compensate us for the trouble and chemicals I've used so farAs I type this I have new bites on my arms and back. If I go to court, I'll ask for the max amount, $10k to $15k check pic 3, try laying in your bed knowing that's on or under your pillow.If slumberland cannot work this out, I will contact an attorney

We apologize for the frustration the customer has experienced with their order. The customer’s local Slumberland store has already set up two pieces to be exchanged. If there are additional pieces needing service or replacement, we would ask that the customer contact our Service Center
at ###-###-#### option so we can work with them to get this taken care of to their satisfaction

(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund for several reasonsToday is day since the recliner broke and I don't care to continue doing business with a company who handles their customer complaints so cavalierly
Both repairmen that visited my house said that these "wide" recliners are not manufactured wellThe frames are glued and stapled instead of screwed togetherI have no confidence that the replacement chair will be any better and given my experience with the Slumberland service organization I have zero confidence that any repairs will ever be made
I have had to miss work times for service appointments, I have spent countless hours on the phone following up with the service department and have now had to file complaints with the Revdex.com and my credit card
The only settlement I find acceptable is a full refund

We apologize for the issues the customer has had with their order and with their overall Slumberland experienceWe strive for excellence and regret that we fell short of that with the customer. Our Customer Assistance Manager spoke with our Merchandising department to seek clarity about
the information the customer supplied in his Facebook post on the Slumberland page as well as in an e-mail to SlumberlandOur Merchandising team explained that Slumberland purchases our Benchmaster products through a third-party wholesale groupUnfortunately, the chair the customer is wanting is no longer purchased by this third-party group, therefore unavailable to Slumberland because we don’t have a direct account established with BenchmasterWe know this doesn’t alleviate any frustration we have caused. Our Customer Assistance Manager did leave a voicemail for *** to discuss this matter directly in further detail

We apologize for the frustration and the experience the customer is having with her part order for her sectional. Our Service department ordered the needed parts on 12/28/from the overseas manufacturer. The smaller parts were received on 1/26/and sent to the customer via
UPS. Since the manufacturer is overseas, the larger items require container shipment which can take some time. The remaining parts are expected to arrive by the end of the month and will be sent to the customer once they have been received. Once the customer has receive the remaining parts a technician will be scheduled to perform the repair Unfortunately the Bozeman, MT store has closed and the next closest store is unable to deliver or perform an exchange for the customer’s sectional as she lives well outside their delivery range, therefore, we will need to move forward with the part order already in progress Again, we apologize for the frustration. If the customer has any questions regarding the part order she may contact ###-###-####. Tell us why here

We apologize the customer is not satisfied with the results of his mattress warranty claim. Upon further review of his claim, we are not able to override the previous denial. There are two large stains on the mattress. Simmons warranty guidelines clearly state that any stain(s)
will void the warranty. For further details regarding the manufacturer’s warranty and guidelines please visit their website: http://www.simmons.com/Warranties/Warranty-Before-Detail. If the customer believes his mattress protector was defective leading to staining of the mattress, he can contact the protector provider, GBS Enterprises, to file a claim. If the protector is deemed defective, they will be able to review available resolution options with himThey can be reached by calling ###-###-####. Slumberland works with Simmons to provide warranty coverage. We honor the manufacturer’s warranty guidelines and cannot replace the customer's mattress due to the staining

We apologize the customer is unhappy with our initial response to his complaint. Slumberland has agreed to authorize a one-time courtesy exchange for the customer without further inspection by a second independent furniture technician. Unfortunately, we are unable to authorize a refund for the customer as requested. The table was originally purchased and picked up on March 24, 2017. As per Our Guarantees as listed on our website (https://www.slumberland.com/furniture/content/guarantees) and printed on the back of each customer’s receipt, refunds are available up to days after the customer takes possession of the merchandise and a one-time reselection is available for up to days. We apologize for any inconvenience. The customer’s exchange is scheduled for April 20, 2018. If he has further questions he may contact ###-###-#### or contact the store at ###-###-####

We apologize for the experience the customer has had with his sale and delivery. Piof the old mattress upon delivery of a new one does require a recycling fee of $per piece and must be noted in the paperwork in order for the drivers to take with them upon delivery. We apologize
for the confusion and inability to take the mattress back on the first tripThe store manager has made arrangements with our delivery department to contact the customer and schedule a piof the old bed. If the customer has further questions he may contact the store at ###-###-####