Saybrook Advertising

I am rejecting this response because: I never received a email from the company....they have my number and could call.  If I had gotten the email.....I would of definitely asnwered their email when I still have broken furniture!!!!!  [redacted]

We are sorry to hear there were issues scheduling the customer’s delivery.  We have addressed these concerns with the appropriate parties.  We appreciate the feedback as it will be used to drive improvement moving forward.

We apologize if the repairs were not completed to the customer’s satisfaction.  We contract with independent technicians and have standards in place to ensure they are working up to Slumberland’s expectations.  We will file the customer’s complaint regarding the quality of the repair work...

for our specialists to review and address with the technician, as needed.  The customer is outside of the manufacturer’s warranty period.  However, we will be sending out a technician to complete the repairs which were reported during the warranty period.  This is a one-time offer and no further service will be provided after the repairs have been completed.

I am rejecting this response because: The explanation is absurd. The policy the company is referring to is absurd. What, exactly, constitutes a stain? I would argue that what they are calling "stains" are nothing more than normal wear that results from the biological fact that human bodies are oily and that the mattress protector they sold me does not protect against this biological fact. A stain would be something that resulted from some other use of the mattress, say a coffee or food stain from drinking or eating in bed. Aside from what the company identifies as a stain the mattress is clearly defective and has been used consistent with the requirements of the warranty. What exactly does a stain have to do with whether or not the mattress is defective? If a mattress has only been used as intended--for sleeping--and is defective, it should be replaced under any reasonable interpretation of the warranty. This policy basically says that the mattress only has a valid warranty if it isn't used and that is a perfectly absurd interpretation. If the company wants to pursue its own claim against the manufacturer of the mattress protector, they are welcome to do that.Thank you.[redacted]

I am rejecting this response because:
There would "not" be an insurance issue if the store would have been honest from the start. I was told that if I took out the insurance it would be covered.  I  would not have have bought a sofa with an air mattress if they would have been honest. Nothing was said that the mattress was covered for a year, she said "5" years. I feel I "already" paid for a mattress when I bought the sofa.It would be like buying a new vehicle and the transmission blew and you were told "you" have to pay to replace it when you have a warranty.If they cannot take care of a mattress issue, they could come get the sofa and issue me either a full refund or replace the sofa.

I am rejecting this response because:I have been in contact with the insurance adjustor.  She denied my claim because she says Plunketts has no record of bed bus at the store.  They also said that the bed was not a return to the St. Paul store.  However she refused to give me the information that this bed was returned to any other store or tell me if they checked the store it came from originally.  Also the corporate office keeps telling me to call the adjustor who is refusing to give me these answers.  I think this handling of this issue is designed to ensure that Slumberland will not be liable for what appears to be a serious   issue.  I want to know where this bed came from because after research I discovered that spots I had seen on the bed were actually bed bug feces and not mold spots on the wood.  Slumberland is avoiding responsibility for this issue and it has caused my family weeks of hard work and embarrassment.    And Slumberland should be ashamed that they are avoiding this by telling me that they don't have a record of bugs or the bed at the St.Paul store when that store is a clearance outlet and of course sells returned items.  this is not acceptable and your insurance company was dismissive and purposely limited their investigation to limit any chance of finding liability.  I can't believe a company like slumberland which I always thought was a respectable company would dismiss this our of hand, basically telling me that I am lying about the marks on the bed which I unfortunately failed to recognize as bed bugs until it was too late.  not acceptable.

I am rejecting this response because: First of all, I appreciated the good will of Slumberland to try to make this right;The only reason that I am rejecting the business response is because I need to make sure that the repair is going to be done well (please see pictures of what the previous technician did)Based on the poor job that the first technician did, it will take a few hours to do this repair right. I know that this third party providers are paid in an hourly basis, and, they need to complete the job in a certain amount of time, otherwise the lose money or if they rush the job through, they can make money !!!When I bought this piece, I paid $3150, and I strongly feel that my money is worth every penny, and I cannot jeopardize to lose it all because the pieces are not going to be repaired adequately. When I mean adequately, I mean that they need to open the faux leather on the back of the recliner, to refill the back with the foam, patch the area that was cut open by the previous technician who never sewed back, and perform a good sewing job so I will not have the same issue in a few months. In the same way, they need to remove the tacks from the back of the chaise bed so they can have access to the hole that the previous technician did, patch the hole, and do a good sewing job to avoid having issues again. If an adequate repair is going to be done, I am more than glad to accept the business response. As the business emphasize on their response, it is going to be one time repair, and I need to make sure that is good one; otherwise, I will lose my money that invested on this sectional.FYI: The Slumberland department in charge of honoring the warranty contacted me to arrange a technician to come to fix the two pieces. I accepted the call, and I explained everything to the person that I talked to regarding the poor job that the previous technician did. I consider important to let the business know what my expectations are before accepting their response through the Revdex.com.  Thanks,

We apologize the customer is experiencing issues with her table.  Slumberland’s policy states that we reserve the right to repair or replace merchandise for manufacturer defects within the one-year manufacturer warranty.  Slumberland authorized an exchange for the customer’s table on...

August 8, 2016 when she first reported issues within manufacturer the warranty period.  The customer’s one-year warranty expired on December 10, 2016.  The customer purchased a plan from Furniture Care, an independent protection plan provider.  Under this plan qualifying accidental damages may result in repair or replacement of the customer’s merchandise.  We have forwarded the customer’s information to Furniture Care and asked that they contact the customer and evaluate.  Since the customer is now outside the manufacturer’s warranty period, her concerns should be addressed with the plan provider by contacting ###-###-####.  Slumberland is unable to provide a refund as our policy states there are no returns or refunds after 30 days.

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 me.  I will accept the $25.00 to purchase batteries.  I do not understand why the delivery employees told me it was all set to go if indeed there were no batteries.  I assume you will be training them better.  Also - the sales personnel that I worked with should have told me that when I purchased the chair.  Please mail the check to me at my home.  Thank you.  Do not let this happen to anyone else!

I am rejecting this response because:The warranty that it came with is a 5 year warranty. I have read through it multiple times and nowhere in there does it state that this is not covered.

We are sorry to hear the customer is dissatisfied with the protection plan coverage she purchased.  The plan does not cover pet damage.  The specific coverage details are outlined in the store and provided to the customer at the point of purchase.  The plan coverage is also mailed...

directly to the customer’s home to ensure they have the full details and are able to review the coverage provided by the protection plan. We apologize if it was unclear to the customer that the coverage does not cover pet damage.  We try to be as upfront as possible regarding what is and is not covered by the plan prior to purchase.  If the customer would like to cancel their plan, they can contact the plan provider, Furniture Care, at ###-###-####.  They will be able to review the cancellation/refund options available to the customer.

We apologize for the issues the customer has experienced with her sectionals.  She does have two different sectionals which were manufactured by separate companies.  One of them was exchanged for her in February 2016 after it had been deemed defective. In June 2016, our Service Center...

was notified the customer was experiencing issues with her other sectional.  The second set is no longer available through the manufacturer so the customer was given in-store credit for the amount she originally paid to select something new.  We are unable to give the customer in-store credit for more than she originally paid.  Slumberland carries a wide variety of products in a range of price points.  Any of our Des Moines stores would be happy to assist the customer in selecting something in the price range of her available credit.  The customer’s concerns regarding her experience with the salesperson have been passed on to the appropriate parties to be addressed directly with those involved.  We apologize if the customer felt she was mistreated.  It is never our intention to treat our customers with anything but respect.  We will be sure to look into her experience to ensure this does not happen again.

Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for any confusion regarding the delivery date for the customer's order. When the purchase was made the order was not scheduled for delivery. The store manager spoke with the customer while she was viewing the sales receipt and...

confirmed that it was set for a generic delivery date, not 12/04/15, as was stated in her complaint.
The order was coming from our warehouse. As soon as it arrived in our warehouse from the manufacturer, we attempted to contact her to schedule a delivery date. We were not able to get a message through. The customer, Patti, communicated to the store manager that the customer's phone was not hooked up at that time .
The store has since been in touch with the customer and schedule a delivery date with her for this week. We apologize for any frustration, but we are not able to get the recliner to the customer any sooner than the agreed upon delivery date of 12/10/15.

The customer called our Service Center on May 6, 2015 to report a potential defect in her mattress.  We advised she could complete a self-inspection via email or a technician could be dispatched to the customer’s home for a $35 inspection fee.  The customer chose to complete a...

self-inspection and was given our email address to send photos of the defects, etc.  We show no record of photos being received from the customer.  On May 31, 2016 the customer called in again to file a claim on her mattress. She was offered the same options of completing a self-inspection or having a technician out to her home to complete the inspection.  She indicated she would like to have an inspection packet mailed to her home.  On June 7, 2016 the customer called the Service Center stating she had not received the self-inspection packet.  Since she had not received the packet through the mail, we offered to send the inspection to the customer via email which she accepted.  Today, June 21, we received the customer’s self-inspection packet.  Unfortunately, we were not able to see a defect present in the photos the customer provided.  Due to the delay in getting the claim resolved for the customer, our Service Center offered to send out a technician at no charge to inspect the mattress.  He has an appointment scheduled to visit the customer’s home on June 28 which was the soonest available appointment.  Our Service Center is currently reaching out to other local technicians to see if anyone is available to get to the customer’s home sooner than the 28th.  We will contact the customer if we are able to get someone out to her home an earlier than the current appointment.  Once a technician has completed their inspection we will be in touch with the customer to review their results.  If the mattress is deemed defective we will work with the customer to get a replacement mattress to her as soon as possible.  We are not able to offer a replacement mattress until it has been determined there is a defect present.

Initial Business Response /* (1000, 5, 2015/09/10) */
The customer came into the store with the first issue and informed us of a spring that had popped off the back of both sofas. There was no discussion at the time about a refund and we sent out a technician to look at it. Our refund policy does...

not allow for merchandise that is damaged to be returned for refund either way. When the technician inspected, he found that he would need a professional upholsterer to do the job because it would need to have some fabric pulled off the back and re-sewn after repair. We do not employ a professional upholsterer so we contacted an outside company to do the work and put them in contact with the customer. For some reason this process took too long to get done on the upholsterers end. He apparently had some family health issues. The furniture was still fully usable throughout the entire process as there are many springs in the back to provide support so the customer still had full use of the furniture.
After the spring was reattached to the frame the customer came back in and stated one of them came off again. We replaced that sofa with a new one the same day. Then the customer came in again a month later and said the same thing happened to the new sofa. I offered to service this sofa again which is our only obligation under the manufacturers warrantee. And she became very loud and upset. You don't get to purchase a new car and when there is a recall or service issue, go in and demand your money back or a new car. The sellers obligation is to correct the problem under warrantee, which is what we offered to do.
We have since responded to the customer and have agreed to return the set and issue the customer a full credit in store to select new furniture. This is the end of this issue.
We have gone beyond our obligation under warrantee to service and issue that honestly has never happened and we have sold 26 of these in the past year alone.

We apologize for the customer’s frustration.  The set she purchased was sold as is in our Bozeman store location’s closing sale.  Slumberland has been working to get the chair repaired for her as a courtesy despite the fact that it was purchased as is.  Replacement parts are on order from the manufacturer of the furniture.  Once they are in stock, we will dispatch an independent technician to the customer’s home to install the parts at no charge to her.  We are not able to offer the customer a refund or exchange since the set was purchased as is.  We will complete repairs to the furniture as we have already agreed to do.

We apologize the customer is experiencing issues with their sofa.  The protection plan the customer purchased is an accidental damage plan and does not cover frame breakage.  We are sorry if there was any confusion regarding the plan coverage prior to the customer purchasing it.  We...

do try to be as upfront as possible regarding the specifics of what is and isn’t covered.  The customer should have received a brochure detailing the protection plan coverage.  If the customer would like to cancel their protection plan, they can contact the plan provider, Furniture Care, at ###-###-####.  They will be able to review the cancellation and refund options available to the customer.  The manufacturer’s warranty on the customer’s sofa expired May 27, 2017.  Since they are just outside of the warranty period, we will be sending out a technician at no charge as a one-time courtesy to inspect/repair the sofa.  The technician will be in touch with the customer soon to schedule an appointment directly with them.  If the sofa is found to be defective, Slumberland will take care of any necessary repairs.

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 me. I am in hope that they will do something different than they have done the previous times to resolve this issue. Thanks [redacted]

I am rejecting this response because:I'll need to receive a full refund or exchange of products delivered that are not as described. I purchased from your company in good faith a product that was not as described and with a policy that was hidden with malice intent. If you are not willing to work with me in a responsible manner we will have to handle this in a civil court. I've acted in good faith and performed under all the terms and provisions explained to me by your store manager / sales person. Your store and associates acted in bad faith in violation of their duty of good faith and fair dealing under the applicable federal and state statutes as well as under common law by failing to disclose fully and fairly your terms. I also believe your store and associates are guilty of misrepresentation and fraud intending to and in fact causing me to reasonably rely on their misrepresentations of material facts whereby I was caused to act in a different manner of selection of purchased items. In doing so I believe your store and associates are guilty of fraud, oppression or malice, express or implied, under the provisions of Missouri state statute 407.020. I'm limited to 2000 characters in this response so there will be more violations explained when we file.

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.