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If the customer can provide documentation (photos,etc.) that she does have the proper frame support under her mattress set, we will gladly review her warranty claim Unfortunately, the manufacturer's warranty does become void if the bed does not have proper supportThe support structure the customer currently has in place is inadequate and does not offer the needed support for the bed The warranty has requirements in place to ensure the structural integrity of the bed itself is not compromised

As previously stated, a technician will be dispatched out to the customer's home to complete the repairs to his satisfaction. The customer is no longer covered under the manufacturer's warranty. This technician is going out to repair the issues which were apparently not fixed properly on the initial visit. We are not able to offer any additional service beyond this repair since the furniture is outside of the warranty period

It did not appear from his photos that his issue was a manufacture defect so we could not proceed under the manufacture warranty. He was advised to contact Furniture Care, as he purchased the extended protection plan and he refuses to do so

We are sorry to hear about the issues the customer is experiencing with their furniture. The customer is outside of the manufacturer’s warranty period. However, since the issue was reported only one month after the warranty expired, we will address their concerns. A replacement
console lid is being ordered and will be shipped to the customer’s home. If he needs assistance installing the part, he can contact our Service Center at ###-###-#### option to have a technician dispatched at no charge

If you would like us to order a new mattress please contact Larry at the store and he can give you the different prices on a replacement mattressThe prices I quoted are at our cost from the manufacturer. Furniture care is the vendor we use on ourprotection plan that you purchasedYour issue is with them

I am rejecting this response because: First and foremost, Slumberland is flat out lying This the same response for all the many others complaints against them( See the internet) Within months,they've sent different technicians After the first technician- the sectional was replaced Approximately two months later, the second technician is called, and I never heard back from them, then I contacted them again, and the third technician was sent to my home The third technician said "it's the fabric, and no matter what I did, I would get the same results Slumberland does not want to admit that the fabric is cheap and does not hold up any more than months , hence having to have three technicians for the same piece of furniture And to blame a blanket is definitely reaching The fuzz balls are every where now, and a blanket has NOTHING to do with it per the technicians I contacted the Attorney Generals Office and I will also take them to small claims court if necessary They have so many complaints, yet they continue the same practice, selling furniture that does not hold up, then hide behind technicians I have paid the debt in full, and since reviewed countless complaints where Slumberland has exploited their customers On top on everything else, now I find that they are liars I just want to to be fair, they are not! I want my hard earned money back, and I want them to discontinue the WAKE COLLECTION The piece looks and feels great, but the quality is poor and they charge $1799-$for a piece that they refuse to stand by I will sue them in court if they do not give me my refund I did not work hard to have a sectional that only holds up and look new for two months I will also contact social media about their total lack of respect This has got to STOP! Thank you for your time

We can order the customer an innerspring mattress to replace the air mattress at a cost of $to $depending on the qualityof the mattress the customer would like. The warranty on the mattress is a year warranty. We would also be willing to try andpatch the mattress for the
customerThey could bring us the mattress or we could pick it up at a cost of $We would takeit to our local upholstery person to see if it can be fixed. We would charge the customer whatever we are charged

We apologize the customer is experiencing issues with their ottoman. An independent furniture technician was sent to the customer’s home to inspect the ottoman and it was determined that the issues appeared to be from use. Since only two months have passed since the customer
received the items, Slumberland has agreed to process an exchange on the ottoman. If the customer has further questions they may contact ###-###-#### option

We apologize the customer is dissatisfied with their recliner. Slumberland has dispatched two separate technicians to the customer’s home to inspect the recliner. Both technician’s completed a thorough examination of the chair. Each made the independent determination that the
issues were caused by wear and tear and were not defects in the manufacturing. We are willing to offer the customer a one-time reselection of the recliner as a courtesy. We will not be able to offer her the requested refund. The customer will be receiving a letter via email with her reselection credit. She can take the letter to her local Slumberland store to select something new to replace her current recliner

Initial Business Response /* (1000, 5, 2015/10/01) */
We apologize for the issues the customer has experienced with her merchandiseOur Service Center has been working with the customer and an outside technician to complete repairs to the furnitureIf the customer prefers not to have repairs
completed, we can offer them either an exchange or reselection or she can return the setIf she chooses to return the furniture there will be a 25% re-stocking fee as it was a special order which is outlined on the customer's original sales receipt
If the customer would like to accept an exchange or reselection we request that she contact our Service Center at *** #to have that processedIf she would prefer a refund, she can call the Des Moines store at ***
Initial Consumer Rebuttal /* (3000, 7, 2015/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the following is the remainder of my documentation for this case
10/- Received a voice mail from 9/and two additional calls on 10/from Christine at Customer ServiceThe voice mail from 9/showed up on my phone on 10/The two calls on 10/were in the pm and I was in classI accessed the voice mails ~9pm
10/- I called *** at 8:40am and asked for Christine or BarbJody the customer service rep asked for my name and information, I did not give her my information and kept asking for Christine or BarbAfter being on hold for ~minutes, Barb came on the line and thanked me for returning her callShe knew all about me, yet, I did not give my informationShe told me that the corporate office had two options for me: store credit or a new chair & ottomanI let Barb know that at this point, I wanted a full refundShe then gave me a third option, of a refund minus the 25% restocking feeI let her know that under the circumstances, I wanted a full refund due to the poor quality of craftsmanship and the customer service I've receivedBarb asked me about the poor customer service I'd receivedI let her know that I would be glad to discuss this with corporate, but not with her at this timeI asked for a copy of the report - because she told me that the furniture was repairableThe man who came to look at the furniture told me he would have to redo both pieces, but could not redo the ottoman with the water damage to the materialI asked what the amount of the refund with a 25% restocking feeShe quoted me a total purchase of $I let her know that my entire purchase was $(includes $care protection + tax)I let her know I wanted a full refundBarb let me know she would talk with corporate and call me back todaytotal length of phone call minutes
I received an email 10/from the Iowa Attorney General that suggested small claims courtI research the cost to file is $85, which is less than the 25% restocking fee
I received a message a message from barb to call her backI also got an email from the Revdex.comI read the response from the Revdex.com, which is what Barb offered me this morning
2:24pm I called back and got LisaI said, "I can barely hear you"She adjusted her phone and spoke againI could hear her betterI asked for Barb, she said that Barb is on another lineI said that I would hold for Barb and asked for my nameI said, "I hear you have caller id, so you can look that up." Talked with Barb - the corporate office is willing to refund me the entire amountI am waiting for Barb to ask the store manager Kwok *** if he will come pick up the furnitureI was given the name of the person at the corporate office: Katie *** ***, if I wanted to talk with her about my experienceThe phone call lasted minutesDuring the call Barb talked over me, interrupted meWhen I called her on it, she said it must be the connectionShe was sugar sweet, but yet argumentativeI was very direct and demanding
3:00pm - Both Barb and Tyler from the Hickmann store called at the same time to let me know that Kwok was on vacation and unable to make the decision for the pick upTyler stated that he would refund the entire amount if I would take the furniture to the Euclid warehouse and asked for my credit card information to process the credit
3:10pm talked with Katie ***She is unable to offer pickupShe said that this was a store decision not customer serviceShe was very nice, but direct in not being able to help me
3:15pm talked to TylerHe said that customer service has to approve pick up the furnitureI said that customer service states that it is a store decisionHe said he would contact customer service and ask them and call me back
3:20pm Tyler calledThey will pick up TuesdayI will receive a call on Sunday with a hour window for pick upI gave Tyler my credit card number for him to refund the $ 2-days after the pick up has taken placeI gave him the security code on the back
10/- received a call at 4pm telling me that they are running one hour lateI let them know that I would be at home until 5pmI let them know that I they needed to enter the west driveway, call me, and I will let them inThey said they would call me back in minutesTwo very nice young men came by 4:30pm and quickly picked up the chair and ottomanI signed for itThere were here maybe minutes total
10/- Contacted my credit card company and the credit is not on my account yet1:50pm contacted Tyler Vonnahme at Slumberland who told me the credit was processed with Slumberland on 10/7/and that I should have the credit any day now
I appreciate that Slumberland continued to work with me to give me a full refund and pick up the pieces of furnitureI am unable to close this issue until I receive a full refund and the deadline to respond to the Revdex.com is 10/
Final Business Response /* (4000, 9, 2015/10/14) */
We apologize that the customer has not received their refundWe will provide the customer a copy of her receipt for the refund from our credit card machineIt was processed on October 7th at the Clive storeOnce a refund is processed and the information is sent to your bank, it is beyond our control as to how fast your bank chooses to post the fundsIn our experience, most banks take 7-business days, but there certainly are exceptionsWe would encourage you to provide your bank this receipt if you would like them to expedite the process and review their guidelines for posting refundsWe understand that this is frustrating for the customer and we hope that she understands our position in the matter
Final Consumer Response /* (2000, 12, 2015/10/15) */

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 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, 2018.? 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

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 /* (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 *** for assistance
*See attached receipt*

The protection plan the customer purchased does not cover pet damage.? We apologize if there was any confusion regarding the coverage details when the customer purchased the plan.? At Slumberland we try to be as upfront as possible regarding what is and isn’t covered.? The coverage
details are outlined in the store.? A copy of the plan detailing the coverage was also mailed directly to the customer in May 2012.? We understand the customer’s frustration with their protection plan claim denial.? If they wish to cancel the plan and obtain a refund, they can contact the plan provider, Furniture Care, at ###-###-####.? We are not able to deliver a new couch to the customer as they requested.? The pet damages caused to their furniture are not covered under their protection plan warranty or the manufacturer’s warranty

Initial Business Response /* (1000, 6, 2016/02/22) */
Mr*** on January 4th purchased a Queen size mattress and mattress protector both of which were delivered to Mr*** on January 16,
The mattress protector provides purchasers' a 30/day warranty that provides said
mattress protector purchaser the one time opportunity to reselect another mattress at our store should they not be able to sleep comfortably on their initial mattress purchased at our store
Because the purchaser receives this benefit, once the mattress and mattress protector are delivered (and the sleep warranty begins) as a company Slumberland does not accept returns on the mattress protectors purchased ( unless the customer does not accept the mattress protector upon its delivery to them, at which time then the sleep warranty would be cancelled
Mr*** called our store on January 27th wishing to return his mattress protector, days after we delivered his mattress and mattress protector to himDue to this day lapse of time from when we delivered Mr*** mattress and mattress protector, we followed Slumberland's policy and did not accept a return of the mattress protector
I might add, that this policy exists so that people can have a one time chance to reselect the mattress they purchase from us (a credit against a new mattress purchased at our store) but ONLY if the mattress is protected by a mattress protectorWe cannot and will not allow a return of any mattress if a mattress protector is not purchased and delivered with the mattress it is to be placed onThis policy is in place as it prevents consumers from purchasing the protector for the sleep warranty and then when they like the mattress, which we hope they do, they can't return the mattress protector
Respectfully,
Jim ***
Owner

Initial Business Response /* (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 *** #if they have questions regarding the inspection packet or would like to discuss their claim in further detail
Initial Consumer Rebuttal /* (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 /* (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 /* (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

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

We apologize that the customer is unhappy with her mattress.  All mattresses require proper frame support (metal and/or wood bed frame with center support).  This information is clearly stated in the manufacturer’s warranty information that is attached to the mattress by the manufacturer...

at time of production and remains attached at delivery so the customer is aware of the warranty guidelines.  We also provide general information on our website that this is a requirement on the product page for all of our mattresses (see attached), and the Simmons warranty is accessible online at http://www.simmons.com/Warranties.  Please see below the portion of the warranty information that clearly indicates the proper frame requirements: Support your Simmons® mattress and foundation only with a frame that provides rigid center support as well as support for the head, foot, and sides for queen, split queen, king and California king size sets (as noted above). For any queen or king frame that does not have a metal center support, you must use at least 5 hardwood (i.e., oak or ash) slats (1” x 4”) and add legs to the 3 center slats. By not providing a sufficient supportive frame, damage can occur to the product and your warranty will be invalid. The photos submitted by the customer for her mattress claim on 4/17 (see attached) show no center support which resulted in her claim denial.  If the customer obtains a proper frame support system, they can contact our Service Center at ###-###-#### option 1 to have their warranty claim re-opened for further review.