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Saybrook Advertising Reviews (183)

We apologize if there was any confusion regarding the details of the coverage offered by the protection plan the customer purchased.  We try to be as clear as possible regarding the specific coverage details offered by the protection plan.  The coverage details are outlined in a pamphlet...

giving to the customer at the time of purchase.  The specific plan coverage details are also mailed to the customer once a plan has been purchased.  If, at any time after the plan is purchased, a customer is dissatisfied with their protection plan, they can contact the plan provider, Furniture Care, at ###-###-####.  Furniture Care will be able to review with the customer the cancellation and refund options available to them.  The furniture was delivered to the customer on March 18, 2016.  As it has been in their home for almost two years, we are not able to offer them a refund for the furniture.  Our Service Center can provide the customer referrals to technicians in their area who can be contracted to inspect/repair the furniture.  This would be done at the customer’s expense as their manufacturer’s warranty has expired.  If the customer would like to obtain a list of local technicians, our Service Center can be reached at ###-###-#### option 1.

We apologize for the customer’s frustration regarding the pricing of her mattress.  There was an error made by the salesperson.  Unfortunately, he is no longer employed at Slumberland so the store manager wasn’t immediately able to identify the problem.  After reviewing the...

customer’s concerns it has been determined a refund is owed.  The store manager, Don, processed the refund for $300 to the customer’s financing account.  It should be reflected on their next billing cycle.  If the customer has any further questions or concerns in the meantime we would ask them to contact the Wichita West store at ###-###-####.  We are sorry for the delay in getting this resolved for the customer.  We truly do appreciate the customer’s business and hope they will give us another opportunity to make their Slumberland experience a positive one.

Initial Business Response /* (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 /* (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 /* (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 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, 2017.  We would ask that the customer calls our Service Center at ###-###-#### option 1 to file a manufacturer’s warranty claim on the leather if they believe it is defective. However, 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 purchased. If the issues are not covered under the customer’s plan, they can discuss a refund of their plan purchase directly with Furniture Care.

Slumberland's Customer Assistance Manager has responded to the customerHer communication to the customer is below: ? Dear *** & ***, ? Thank you for contacting us regarding your concerns, and please know that I have also provided this response via private message to you via
FacebookWe regret that our attempt to find a mutually agreeable solution to our error was unsuccessfulWe have refunded your purchase in full as you requested, and we will be internally reviewing your concerns regarding the transaction and subsequent interactions with the storeWe appreciate you letting us know about your disappointment, and we will be using this feedback to improve the experience for other customers? We have processed the refund for the full amount of the original purchasePlease know that while our submission to Visa is immediate, your bank may take several business days to post the refund to your statement, and any processing periods are determined by themAttached is your refund receipt, and please let us know if you have any questions regarding the refund? Regards, ? *** *** Customer Assistance Manager Slumberland Furniture ? The customer? responded the following day thanking her and appeared to accept her responseSlumberland believes this matter is resolved.? We apologize for the inconvenience

I am rejecting this response because:While Mr*** 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 detail.? We 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 day.? Mr*** 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*** 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 service.? It's clear from Mr***'s response here, and overall handling of the situation, that Slumberland does not care at all about my customer experience.? I 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

We apologize for the issues the customer has experienced with their La-Z-Boy sofa.  The manufacturer’s warranty did expire on December 17, 2015.  Technicians were dispatched in January and February 2016 at no charge to the customer as a courtesy despite the piece being outside of the...

labor warranty coverage.  We will dispatch a technician one final time to inspect and repair the customer’s sofa.  The technician will be contacting the customer directly to schedule an appointment to take care of this.  Upon completion of this visit, we will not be able to offer any further service to the customer as their warranty has been expired since December 2015. Again, we apologize for the issues the customer has experienced and are confident the technician will be able to repair the sofa to the customer’s satisfaction.

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, etc. which 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, 2016.  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 1 to discuss their open claim.

We apologize the customer has experienced challenges with the unsubscribe feature on our e-mail site.  We want to provide you reassurance that we did remove him from our e-mail list.  However it can take two or more scheduled e-mail cycles for this to take effect, so unfortunately this is...

the reason he still received an e-mail. We have contacted the Director of Digital Marketing, and she did confirm that the customer was removed. In the unlikely event he is still receiving e-mails after April 15th, we ask the customer please contact us and we will take additional steps to identify why he is continuing to receive e-mails. Again, we are very sorry for any confusion or frustration, and we appreciate him letting us know his concerns.

We apologize for the issues with customer has experienced with her furniture.  A technician has been dispatched to the customer’s home to inspect the sectional.  If they are unable to repair it to the customer’s satisfaction we will gladly replace the sectional.

Mr. [redacted] purchased a Simmons Mattress Set on Feb 7th of 2015 from our store in Amery, WI.  At the time of purchase he declined the mattress pad which would cover any warranty that Simmons would not if the mattress became stained.  It is stated clearly on his sales slip that he declined...

the matt pad.  He called our store and said he was having some warranty issues with the mattress so we sent someone out to inspect it to see what the defect is.  The bed does have a defect but is extremely stained.  The customer is not disagreeing that it is stained but still wants the warranty covered.  We explained to him that it is Simmons policy that if a mattress is stained they will not cover the warranty and that is one of the reasons that we offered the mattress pad at the time of sale.  If he had purchased the mattress pad his warranty would have been covered by the mattess pad company.  He also has an issue with the boxspring and we did tell him that it would be warrantied because there is no stain on the boxspring.  He does not want to hear what we are saying and wants to have everything replaced.  Today we will be contacting him to let him know again that the boxspring is covered and we will replace it and also that we will offer him credit back on half of the mattress price which will be $197.49. Thank you,Mark [redacted]

I am rejecting this response because: you lied to me about what was covered and told me what I wanted to hear so I would spend money. So you lied and cheated me out of my money.

We apologize the customer is unhappy with her recliner.  The customer contacted our Service team on January 29th regarding her issues with her recliner and an independent furniture technician was scheduled to inspect the furniture.  On February 14th the customer sent us an email outlining...

the same concerns as were reported to the Revdex.com and the email was forwarded to our Service team.  The technician was scheduled to inspect the furniture on February 16th.  Once the report has been received our Service team will evaluate and respond accordingly to the findings.    The customer has requested a refund, however, as per Our Guarantees as outlined on our website (https://www.slumberland.com/furniture/content/guarantees) and printed on the back of each customer receipt, the customer is 5 months outside her return window so a refund is unable to be issued.  The customer is still within her 1-year manufacturer warranty and the appropriate steps are being taken to inspect the furniture and if deemed to be defective the customer will be offered an exchange or reselection as per policy.    If the customer has further questions regarding the warranty process she may contact ###-###-####.

We apologize for the customer’s frustration.  The store manager has been in touch with her and they have worked out an amicable solution.  If the customer is still experiencing issues, she will need to contact the St. Cloud store manager at ###-###-####.

Initial Business Response /* (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 /* (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.

Initial Business Response /* (1000, 6, 2015/09/22) */
The customer had a mattress delivered on June 9, 2015. She was not satisfied with her mattress. She completed her one-time comfort reselection and upgraded to a different mattress which was delivered on July 10, 2015. Our Service Center was...

notified in late August that there was a potential defect in the customer's mattress. An independent technician was dispatched to the customer's home to determine if there was a defect present. The technician did notice an impression in the bed, but the mattress did not have a proper frame support system. Without proper support, the manufacturer's warranty is void.
We will offer the customer one final exchange or reselection of her mattress on the condition she purchase a proper frame support system. Our Service Center will be in touch with the customer to review the exchange/reselection procedure.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't understand you why someone would want to pay for damaged goods. They've indicated on your site that they would be offering us a "one-time" exchange, but we have not heard anything from them other than "until you pay the full amount, we won't do anything". Please see the attached for a full explanation for what has transpired since the beginning of this fiasco.
Final Business Response /* (4000, 10, 2015/10/07) */
We are sorry to hear that the customer had challenges navigating our store. All of our Des Moines locations are handicap accessible. This has been confirmed with our Human Resources team, our Facilities manager, our Store Design team, as well as the Regional Manager of our Des Moines market. If the customer believes that there are specific issues with the store's accessibility, we would appreciate the customer contacting the store directly to discuss those concerns so they may be addressed. Concerns of this nature are best addressed by the local store management, as they can make adjustments if needed.
We are not able to offer anything further for the customer in regards to her mattress. When the customer completed her one time comfort reselection, she chose to upgrade to another mattress. After paying the price difference for the upgrade and receiving the new mattress the customer filed a dispute with her credit card company stating the charges were fraudulent. Slumberland was able to clear things up with the customer's credit card company. However, we have since had to turn the customer's account over to a collection agency as attempts made to collect the balance due from her were unsuccessful. We cannot offer any further service on the mattress until it has been paid for in full.

We apologize if there was any confusion regarding our 120 Night Total Satisfaction Guarantee. Our guarantee offers a one-time reselection if the customer is dissatisfied with their mattress any time within the first 120 nights of sleeping on it.  This is detailed in our Thank You brochure...

which is given to customers at the time of purchase.  It is also explained on our website: https://www.slumberland.com/furniture/content/guarantees We do our best to be as up front as possible with our customers regarding our policies to avoid any confusion.  We are sorry to hear the customer feels we fell short in explaining the policy to them.  I have included a link to our website (see above) which provides the particulars of our guarantees.  I have also attached copies of the customer’s original receipt which shows that the ‘mattress has a 120 nite trial – 1 time reselection – no refunds’ and the receipt from their reselection which states the replacement is a ‘one time reselection’.  The customer has already completed their one-time reselection.  We are not able to offer another reselection or a refund.  If the customer would like to discuss our policies in further detail they can contact our Ofallon, MO store at ###-###-####.  They would be happy to review the policy in further detail with the customer to help alleviate any confusion.

The customer’s returned mattress was picked up from her home on June 15, 2010 and a replacement was delivered.  We do not show record of any of the customer’s personal items being attached to the mattress when it was returned.  It is the customer’s responsibility to remove all items:...

sheets, blankets, mattress pads, etc. from the mattress prior to returning.  If the customer had reported her concerns when it was originally returned in 2010 we would have been able to look into this further.  Unfortunately, since it has been over six years, we are not able to investigate this.  Our records do not indicate that anything other than the mattress came back.  We will be sending the customer a gift card to cover the cost of the mattress pad (75.99 + tax).  We cannot offer her a refund or the $100 she is requesting as we do not show the protector ever being returned.  If any issues arise in the future, we would request the customer notifies Slumberland immediately so we can address them for her.

I am rejecting this response because:I feel I paid too much money for this mattress and I have been a long standing customer that will NEVER do business with Slumber land again I now have back problems because of this mattress

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]

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Address: 3395 Paris Pike, Lexington, Kentucky, United States, 40511

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