Saybrook Advertising

Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize for the experience the customer has had with her recent purchase. The customer purchased her furniture on September 6, 2015. She was given our Thank You brochure explaining Slumberland's 120 Mattress Guarantee at that time. The...

brochure does state that a one-time reselection will be offered if the customer is not satisfied with their mattress purchase. No refunds are given. There are also no refunds on adjustable bases which is explained in the brochure as well. Slumberland gives this brochure to customers at the time their purchase is made to ensure they are aware of our policies and to give them time to review them prior to receiving their merchandise. Orders can be cancelled any time prior to pick-up or delivery if, after reviewing the brochure, a customer is not satisfied with our Slumberland guarantees.
We stand by our guarantees and have offered the customer the option to return her mattress and use the credit to complete a one-time reselection. If she would like to do this, she will need to follow up with the store manager to arrange a date to return the mattress. Once the customer has selected a return date, we will be able to pick up the mattress.
The manufacturer's warranty through Tempurpedic is a limited warranty. It offers full coverage on parts and labor for the first year. Years 2 and 3 offers coverage on the parts only, labor is not included. Years 4 + offer pro-rated coverage on the parts only, labor is not included. The extended warranty purchased through Slumberland offers full coverage on parts as well as labor for 10 years. If the customer would like to cancel their extended warranty, they can contact Furniture Care - the plan provider - at [redacted]. They will be able to process the plan cancellation and refund the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We went into slumberland and were talked into purchasing it that day because we were promised from the Sales Person that we would be able to return if we did not like the mattress unit. Also we were promised we could return the livingroom furniture if we did not like it. I wanted the Brown and told Sales Person that the Brown would work best in our Living Room but they only had one color on had and she told us to take it and try it and that we could order another color if we choose too.
Which I did the day they delivered it but I had told her that color would not work but she insisted we take it.
Also she convinced us to take the mattress because she guaranteed us that there would be no problem in returning it, if we bought a cover for mattress, which we did that because we were not sure. The Sales Person handed us the brochure with a Thank You on the front and paper clipped some of her personal cards to it. She never mentioned anything about not being able to return the base or not being able to get a refund. If fact she did not tell us to read what was in the brochur but only said this is a Thank you for your purchase. WE did NOT sign anything that we agreed to any policies of Slumberland.
As soon as we got mattress we tried to sleep on it and my husband got deathlly sick from the smell and had to go to the doctor. I called them and told them I wanted to return it but they said they wouldn't pick it up until our right color Livingroom furniture came in.
We immediately went and looked at Select Comfort and picked out a bed we wanted after we return this Tempur Pedic we got. The Sales person at Select Comfort went threw all the policies with us and said we would have to initial that we understood all the polices about returns, which was never done or explained to us by Slumberland.
We never signed anything with Slumberland about there policies or that they ever explained them to us.
The Livingroom Furniture came to 2,779.96 plus they told us we needed the Care plus coverage of 329.99, which we agreed to.
Our Tempur Pedic Mattress and power base came to 9,876.97 and they again told us we need a power base protection of 179.00. In talking with INC. Tempur Pedic, they said that we did not need any addtional coverage on power base.
So addtional coverage of 179.99 plus 329.99 we really did not need but we were told we should.
Then we purchased the mattress pad of 139.99 so we were guaranteed we could return the mattress for refund. Then we purchased the pillows for 359.98, which are made of the same foam in the mattress that we cannot keep.
We could only get credit on 10,000.00 so we wrote out a check for l,143.07.
The Select Comfort bed we picked out is M12, which comes with the mattress and powerbase as a unit, so cannot use the power base that we have.
The Power base we have has never worked properly since we got it and they say you have to call number to get help to reset it.
We have not used the bed since we let them know a week after we had it. We had to close our bedroom doors because of the smell. I have called several times to tell them to pick it up and they said they will when they get our correct color in of our furniture for livingroom.
I have called several time to tell them to pick it up and get it out of our home. We have to sleep downstairs in another bedroom because of that smelly mattress.
We never signed any papers that we were explained there policies. The Sales Person did NOT even mention anything about returns but only that we had 120 days to try it and return it, if we did not like it, but only said we had to purchase a mattress pad to be able to return the mattress.
We were never told we should read the brocure about there policies, we only thought it was a Thank You, so never looked at it. PRetty poor on the Sales Department to NOT make sure that we understood there policies.
We will keep the NEW BROWN Furniture providing they refund by check to us for the Mattress, Power Base, Pillows and check amount we wrote them. We only agree to pay them for furniture.
If they cannot agree to this then We will be left to hire an attorney to go to Small Claims Court.
We cannot use this power base for the M12 Select Comfort Bed we picked out. Kim,manager at Select Comfort,Sioux Falls, DID NOT tell the manager of Slumberland Craig that we could use power base for the M12 select Comfort. We have spoke to Kim.
We have spoken to another party who had to return there bed and power base to Worthington Slumberland and was refunded by a check.
We want to be refunded by check plus tax. This is all due to a medical issue with my husband and Slumberland not explaining there policies and not having us sign papers that we understood there policies.
We need this mattress out of our home immediately.
We wrote the check out on 9-6-15 and do not understand why they haven't taken more action.
We hope this can be resolved very soon with no added upset to my husband.
I would like an answer tomorrow Noverber 20th, 2015.
Policies don't stand when they are never explained and we never signed anything about understanding there policies.

Final Business Response /* (4000, 10, 2015/11/24) */
We will not be able to offer the customer the full refund she has requested. We can offer her a one-time reselection of her mattress. The reasoning for this as well as the details of the return credit, etc. have been explained to the customer in detail by the store manager and in our previous response to the customer's original Revdex.com complaint.
We understand the customer's frustration and would be happy to pick up her mattress. As previously stated, she will need to contact the store at [redacted] to schedule a date to return the mattress. She will need to schedule the date with the store directly to be sure the date fits within the her schedule.
The customer signed off on her original sales receipt of the bed and living room furniture and her delivery receipt. The store manager has provided the customer copies of both signed documents. We do not request signatures upon receipt of the Thank You brochure. It is given at the point of sale with a good faith understanding that it will be reviewed by the customer at their convenience. 33 days passed from the time of the purchase and delivery, allowing her to review these documents again. Slumberland is always willing to cancel or void a transaction anytime prior to delivery if a customer is unhappy with our policies or the terms of the sale.
The details of our policies and guarantees are outlined in the Thank You brochure and posted on our website. Slumberland ensures our policies are visible to customers in both in-store and via the website to make certain they are easily accessible should any questions or concerns arise before or after a purchase is made.

Hi [redacted],   We received this Revdex.com complaint from customer [redacted], however, the complaint is in regards to the Furniture Care protection plan provider and lack of communication regarding her part order.  This complaint should be sent to Montage Furniture Services/Furniture Care...

directly for their response.    Thanks,   Josh B.   Contact Center Representative | Slumberland Furniture T: ###-###-#### [email protected] slumberland.com   Slumberland Furniture It's a good life.® Celebrating 50 years!

We apologize the customer is not satisfied with his sectional.  The warranty on the sectional expired on June 11, 2016.  The customer notified us via our website of his concerns on August 17, 2016.  Despite the fact that he is outside of the warranty, our Service Center contacted him...

and offered to send a technician out to inspect/repair his sectional.  There is a $35 fee for the inspection.  The customer refused to pay the inspection fee.  We have attempted to resolve this with the customer as a courtesy even though it is no longer under warranty.  He has refused our attempt at resolution.  We cannot offer him anything further.

Slumberland offers customers either free in-store pick up or a paid delivery service.  Our free in-store pick up does not include assembly of the merchandise.  We apologize if this was not explained to the customer at the time their order was purchased.  The claim was denied when the...

customer called in to report the damage as they caused the problem themselves.  The store did speak with the customer at the time of the damage report and offered them a $50 credit for the inconvenience.  We do not typically offer replacement on merchandise damaged by the consumer.  However, we are willing to offer the customer a one-time replacement on the table.  The customer will be fully responsible for in-store pick-up and assembly of the new table unless they would prefer to purchase delivery and have our trained drivers bring the furniture to their home and complete assembly for them.  If, upon receiving the new table, the customer notices missing parts or instructions, we would request they contact our Service Center at ###-###-#### option 1 prior to attempting assembly to avoid any further issues.

We have left voicemail with customer but have not heard response as of 9/11.

We apologize if there was any confusion regarding the product on our website.  We have forwarded the customer’s concerns to our Marketing Department so they can look into this.  The description of the piece our website does list it as the “Exquisite Collection – Hutch”.  The desk...

that goes with it is listed separately below as “Exquisite Collection – Desk”.    On August 3, we received an email from the customer voicing her concerns.  At that time, we offered to refund her the purchase price of the hutch if she wished to return it.  We would be happy to take the hutch back and refund the customer.  To do so she will need to contact our Ramsey store at ###-###-####.  They will be able to get that processed for her.

I am rejecting this response because:
They lied about not being able to reach me.  I responded as soon as I was reached.  This will be the third piece of this same furniture.  I will not accept it and told the company as such.  I feel they know it’s firniture that is a problem and I do not want it in my living room.  I am refusing delivery of that furniture.  Slumberland can issue a return on new furniture they want to deliver and give me the cash.  They are welcome to come get their damaged furniture at anytime.  This has been horrible!!!

Initial Business Response /* (1000, 5, 2015/09/10) */
We apologize the customer is not satisfied with her Slumberland experience. We do offer a 120 Total Satisfaction Guarantee on mattress purchases. However, it is recommended that customer's sleep on their new mattress for 30 days to allow it to...

break-in. This is outlined in the Thank You brochure given to the customer at the time of the original purchase, as well as being posted on our website.
"Our satisfaction guarantee is 120 nights for mattresses and pillows provided a Protect-All protector is purchased for each item. If you are not satisfied with your mattress and/or pillows within 120 days, you are entitled to a one-time exchange.
NOTE: Because it takes time to adjust to the feel of a new mattress or pillow, we recommend buyers sleep on them for a minimum of 30 nights before making the decision to reselect.
Coverage: Any issues with the product's fit or feel
Duration: Within 120 days of merchandise receipt
Stipulations:
A valid receipt is required
A Protect-All protector must be purchased for each item with the original sale
Buyers are entitled to a one-time mattress/pillow reselection
Buyers are responsible for any applicable delivery fees on exchanges."
Both the salesperson and the manager of our Woodbury store have spoken to the customer. They have advised her how to speed up the breaking in process: walking with your knees around the mattress will help loosen the foam structure and soften it up quicker.
The customer purchased a Stearns & Foster mattress. In her complaint, she mentioned trying to call them and reaching Sealy. Stearns & Foster, Sealy, and Tempurpedic are all divisions of the same company. This may have caused some confusion when trying to reach the manufacturer.
Our Service Center was notified of the damages caused to the customer's home. A technician has been assigned to repair the damages. The technician will contact the customer directly to schedule an appointment with her to complete the repairs. We apologize this damage occurred.
Although we are not able to offer the customer a refund of her purchase as requested, we will stand by our 120 Total Satisfaction Guarantee. If she would like to use her one-time comfort reselection, she can return her current mattress and select a new one. We ask that she keep in mind all mattress do need time to break-in.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address the issues brought forward in the complaint, it only recites the policy for an exchange. Slumberland does not address the outright lies. 1st The fact that Stearns and Foster is not independently operated as stated specifically by Bill. This is not "confusion". They still have not addressed the fact that I have no warranty / paperwork or anything for this item - which was supposed to be provided at time of delivery. Another lie I was told is that this brand has an 80% customer satisfaction rating which is false (59% according to consumer affairs- the highest rating I could find online after being delivered an inferior or wrong product-which still undetermined). I explained and stressed to Bill that I have injuries and that I needed a soft bed and specifically asked about "break- in" and was told that it should be very close to the one on the showroom floor. This is not the case another lie. Slumberland's response to this- we told her to "walk on it with her knees" to speed up the "breaking in process"- NOT A RESOLUTION. I honestly am not sure that this is the same product.-Which also is not addressed in the "response" or the fact that the delivery team- refused to give me time to inspect the item, the fact that they blocked the hallway and demanded a signature- or the fact that he ignored me when I yelled after him and stated that there was an issue- I also have neighbors that witnessed this and will attest to this fact. - ABSOLUTLY NO RESPONSE about this from Slumberland.
Slumberland - Regarding your "no refunds" (I did not make an online purchase so website disclosures should not apply in this purchase. The "Thank you brochure" this is given AFTER the purchase was made, stapled to the back of the receipt. NOT disclosed prior. The refund section reads as follows:
REFUNDS
Cash and check payments will be refunded by check; refunds of check payments will be issued a minimum of 10 business days after receipt of initial payment. Bankcard payments will be credited back to the bankcard from which original payment was made. If the card cannot be produced, you have the option of receiving a Slumberland Gift Card in the refund amount, or leaving the balance "On Account" with Slumberland. Financed payments will be refunded to your Wells Fargo Slumberland card. If that account has been closed, or the balance has been paid off, Wells Fargo will be responsible for issuing a refund. Service and delivery fees are non-refundable. Please note: There are no refunds on mattresses, power bases, bed pillows, Protect-All protectors.... 3 quarters of the way through that entire section is where it is listed. You should provide this disclaimer to customers BEFORE not AFTER a purchase. This illustrates the very core of unethical business practices. That NEEDS to be made clear PRIOR to a purchase, not stapled to the back of a receipt.
They have not addressed the scuff marks on my wall other then a call/ voicemail I received from "Burnie" in the "service" department telling me that she would be in my area on 9/14 at 12pm and wanted to know if I knew what kind of paint was used on the wall. I do NOT feel comfortable with them telling me "when" they can come with less then 2 days notice- Saturday 9/12 at 11:16am- when I work overnights. I do not know the type or brand of paint that was used as I do not own, I rent. This will have to be addressed by the owner. Why would I trust you at this point? If you screw it up worse I am financially responsible to the landlord. Second you cannot just paint a part of a wall when the rest of the wall's paint is a few years old. This "option" of having someone that I do not know, from this company, that has not provided any credentials, lied, caused damage and refused to acknowledge all of the above...is not ok with me. I would prefer that my landlord make the repair and I will forward the receipts/charges to you for reimbursement.
Again due to the unethical nature of your company and lack of response about the aforementioned issues, I am requesting a return of the item and a full refund.
Final Business Response /* (4000, 9, 2015/09/16) */
We will not be able to offer the customer a refund for her mattress. As previously stated, we can offer the customer an in-store credit to select something different. I apologize if our policy wasn't explained thoroughly to the customer prior to her mattress purchase. The customer purchased her mattress on 08/30/15 which is when she was given a copy of our Thank You brochure explaining Slumberland's 120 Total Satisfaction Guarantee. The customer's mattress was delivered on 09/05/15. If the customer had notified Slumberland prior to her mattress being delivered that she had reviewed the Thank You brochure and was not satisfied with our policies, we would have gladly cancelled the order and offered her a full refund. The customer did not notify us of her concerns until after her mattress was received. We are happy to honor our Total Satisfaction Guarantee and offer the customer in-store credit to select something new. Mattresses do take time to break-in. Our floor models are tested daily by customers in the store so they have been through a breaking in period which can cause them to feel slightly different than a brand-new mattress which has not been broken in.
We apologize for the customer's delivery experience. Her concerns have been addressed with the delivery team involved. We have also assigned a technician to repair her home. We contract an independent technician to repair damage caused to customer's home. We have been working with her for many years and have never received a customer complaint regarding her repair work. However, if the customer would prefer to have her landlord repair the damage, we can cancel our technician and work directly with the customer's landlord to get the repairs taken care of. If the customer would prefer to go this route, we ask that she contact our Service Center at [redacted] #1 and provide the contact information from her landlord so we can contact them directly to get this resolved.
The customer also noted in her complaint that she had not received a copy of her warranty. A copy was mailed to her on 09/10/15. If she would like to review her warranty before she receives the hard copy in the mail, she can visit the manufacturer's website at: http://www.stearnsandfoster.com/index.php/customer-service/warranty.
If the customer would like to select a new mattress she can contact her local Slumberland store. They will work with her to select a replacement mattress. We request the customer keep in mind that all mattresses do need time to break in. Any new mattress selected may feel slightly different than the floor model until it has had time to break in.

Initial Business Response /* (1000, 5, 2015/09/16) */
We apologize for the issues the customer has experienced. The customer did pay a $65 delivery fee. When his lamps were damaged, the store did have the customer pick up replacements rather than having them delivered. Due to this inconvenience,...

the store has refunded the customer for the lamps.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My account was refunded the total cost of the lamps.

Please see attachment for Slumberland's response to Ms. [redacted].

Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for contacting Slumberland. When we received Mr. [redacted]'s complaint regarding possible delivery damage to his property. Mr. [redacted] stated that the damage allegedly occurred on December 11th, 2015 and it was reported to Slumberland on...

December 14th, 2015. Mr. [redacted] stated that he was not present for the delivery, but two adults and a small child were present. The investigation was immediately turned over to our insurance provider, as his claim exceeded our threshold for resolution without an investigation.
Slumberland's insurer, Gallagher-Bassett, contracted with a neutral, third party to conduct the investigation. Once the claim was initiated, an inspection of the customer's home was conducted by the neutral party, the claimant was interviewed, and the delivery team was interviewed.
The three delivery team members were interviewed separately. Each team member provided consistent statements. They stated that when they arrived in the home, they observed a Blu-Ray player and other electronic items on the floor in the center of the room. They stated they explained to the adults present that the clutter would need to be cleared to another area in order for them to place the sectional in the house. The drivers stated they took the clutter from the center of the room, and placed it in the corner, by the television. The delivery employees stated they exited the house and re-entered with the sectional, and had to place it in the center of the room. The delivery employees stated they did not move the sectional to another location because there was too much clutter in their path to move it further. They stated, they then exited the home, and the adults present said nothing about damage to the television or any other property. The drivers left without incident, however, three days after the delivery Mr. [redacted] called to report the damage, alleging Slumberland was responsible.
The third party investigator then conducted an inspection at Mr. [redacted]'s home. In their report, they stated, observed that the television was still on the ground when they arrived at the home, and there was a hyperactive puppy in the home, and the dog was in the same room as the television. The investigator inspected and photographed the television, which was located on the floor, in the corner of the room, the same place the drivers stated it was when they made the delivery. The investigator stated that the family, which included two adults and a small child, reported that they saw the delivery team using small tools to open boxes. However, during the interview with the investigator, they did not state that they witnessed the team scratch the television with the tools. The investigator stated they observed electronics in front of the television, however they were not damaged. The investigator noted that the area where the sectional was placed was approximately 6-8 feet away from the television, and the delivery team wouldn't have had to walk near the television to place the sectional in the center of the room. The photographs from the investigator show multiple scratches, some which appear to be "s" patterns, and they were from the top to the bottom of the television. These scratches clearly would have required multiple points of contact, yet nothing was mentioned by the claimant's family at the time of the delivery.
In Mr. [redacted]'s initial statement to the investigators, he stated that he "believed" that the damage was the result of the delivery team, however he was not present for the delivery. It was only after the investigation was concluded did Mr. [redacted] change his statement to say that his family had witnessed damage. He stated in an e-mail "the delivery guys (who did not even bother to take their dirty shoes off btw) swinging their arms around, with sharp objects right in front of my brand new tv".
Slumberland's insurance company sides with the customer in more than 90% of claims, however this investigation clearly showed that the delivery team was not responsible for the damage, and therefore was denied. We believe that this was a fair and honest investigation and we maintain that we were not responsible for the multiple scratches on Mr. [redacted]'s television.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted slumberland the same day the incident took place. Via email right from their website and left a message because it was Friday evening and all I got was a voicemail. Once again the explanation is baseless. Why would having a bluray player on the floor have anything to do with scratching a tv??? People present at home. My parents and stepdaughter who is 15 saw delivery guys right next to the tv with sharp tools used to open the plastic that was over the couch. Did anyone really expect these delivery guys to admit to hitting the tv? Are we al in the 1st grade? This is as bad as it gets. I can certainly do extra work and prove that both email and a phone call to slumberland was made the very day the couch was delivered. This further shows how little effort was put into this matter by the slumberland team. Please respond ASAP
Final Business Response /* (4000, 9, 2016/01/19) */
We are sorry that Mr. [redacted] is upset with the outcome of the insurance company's independent investigation. We would like to stress that our insurance company sides with customers in more than 90% of claims, however when there is significant evidence that damage was not caused by Slumberland, claims are turned down. We have provided Mr. [redacted] with the contact for the insurance adjuster, and because of agreements with our insurance company, all communication must be directed to them.

I am rejecting this response because:  The store manager called me in response to our complaint; he told me that they could absolutely refund our money, but they are choosing not to.  Customers assume when they purchase an expensive, custom product that that product will be well-made.  The furniture that was sent to us is NOT the furniture that we ordered. Over three deliveries (the sofa, the replacement cushion, and the two recliners) we did not receive one piece of "custom ordered" furniture that is properly constructed.  Instead, each piece is shoddily made, with many defects in the construction.  Slumberland violated the contract by delivering such poorly made furniture to our home. Slumberland did not inspect the furniture before it was delivered to us, and did not allow us to inspect it before it was left in our home. If they were primarily concerned with our satisfaction (as the contract says), they would have come to get the furniture right away, and taken up the matter with the manufacturers, rather than hold our money hostage and aim to retain our business that we now wish to take elsewhere. It is dishonest and disingenuous for the store manager to say ithat he is not able to refund my money; again, he told me that they were able to refund our money but were choosing not to. We do not want a store credit. There is nothing else in their inventory that we wish to have in our home.  More importantly, we no longer wish to continue a business relationship with Slumberland, as they have violated our trust in every way. We are all aware that the store manager and central management team are attempting to arbitrarily hold us to a contract that they can just as easily void if they are willing to acknowledge their responsibility in the situation. I simply would like the company to take responsibility for such poor business practices and poor products, come and get this furniture, and fully refund our money.  Again, the store manager said this was possible.

I am rejecting this response because:
 I just called both numbers and they stated that  my manufacture warranty is only one year and it's expired.  Went in the email slumberland tells me I have until October 9, 2017 for a two year manufacturer warranty. Called the second number and they said we will not cover either because what happened to it isn't covered in your plan but again I bought the plan solely for the purpose of anything happens to the leather for 5 years it will be covered. The salesmen saw that we were expecting and advices us to get the plan bc anything happens to the furniture by our kid will be covered. So we were sold on that and bought the plan. We want our furniture fixed with no charge just like it was stated to us or a full refund of it.

I am rejecting this response because:
                                        ...⇄ This is already the second mattress from them. They are selling inferior, defective products. The replacement process they mention is designed to discourage costumers. The pictures I sent were good they are just hoping I'll get discouraged.  The tech they say they are sending called me, they are in Bristol Wi. which is over 300 miles away.  More delay. I've already payed for shipping twice and had to pay more for the first replacement because the price had gone up.  Now they may charge more again and I'll have to pay for shipping a third time.  This whole process is designed to discourage and they hope you give up.   plus their mattress are defective

Initial Business Response /* (1000, 5, 2015/07/28) */
We apologize for the issues the customer has experienced with their sofa and loveseat purchase. Unfortunately when the customer made his purchase we did not have a loveseat in stock at our warehouse. Since this set is manufactured in China it...

does take time for the furniture to be made and shipped overseas. There was a delay in the customer receiving his loveseat as a result of this. As the customer stated he was given compensation for this delay when his first complaint was filed.
When the loveseat arrived on February 26, 2013 one of the electrical switches did go out. As soon as Slumberland was notified of the issue a technician was dispatched to inspect it and replacement parts were ordered.
On January 8, 2015 the customer called the extended warranty company, [redacted], to file a claim. They stated their children were doing school projects on the sofa and caused damage with a scissors. [redacted] has been working directly with the customer to get this taken care of since. We understand the customer is frustrated with their extended warranty plan purchase and subsequent service. To obtain a pro-rated refund of the extended warranty purchase, the customer can contact [redacted] directly at [redacted].
The manufacturer's warranty on the leather covering expired on 12/22/13 on the sofa and 02/26/14 on the loveseat. We will not be able to offer any service as the customer is outside of their manufacturer's warranty coverage period.
We will honor the partial refund offer made by the store manager. If the customer would like to accept the refund offer, he will need to contact the manager at the Ramsey Slumberland store. The number there is [redacted].

THE MERCHANDISE IS OUT OF WARRANTY AND FURNITURE CARE THEY PURCHASED DOES NOT COVER THERE ISSES

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.They originally offered to add me to the schedule later Tuesday afternoon when I told them I had to work and there would not be an adult present and that it was unacceptable did they contact the assembly peopl and send them early.  I also only got a refund because I told them I expected it as I paid them the deliver and properly set up the bunk beds.

We apologize if the customer is not satisfied with the outcome of her warranty claim.  The manufacturer’s warranty is void if stains are present as it can cause breakdown of integral components in the materials.  Below is a link to the manufacturer’s warranty coverage:...

http://www.sealy.com/contact-us/mattress-warranty/warranties/purchased-since-200...⇄ If, after reviewing the coverage, the customer believes they meet the warranty requirements and no stains are present, they can contact our Service Center at ###-###-#### option 1 to have their claim reviewed.  Until that time, we are not able to offer the customer a refund or replacement.

Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize the customer is not satisfied with her mattress. An independent service technician was dispatched to the customer's home in early 2015. The technician inspected the bed and found no defects present in the mattress or the box...

spring. We are not able to offer the customer a new mattress when there is no defect in her current mattress set.
We will be sending another technician out to the customer's home to re-inspect the mattress. The technician will be in touch with the customer soon to schedule an appointment for the inspection. If a defect is found in her mattress, we would be happy to offer her a replacement. However, if no defect is found, we will not be able to offer her a new mattress.

We apologize for the issues the customer is having with her sectional.  Our Service Center authorized a reselection for the customer’s sectional on March 9, 2017 and emailed the letter to the customer that same day.  The customer has not responded to the voicemails that were left on April...

25 and April 27 by our Service team to verify the customer received the letter.  They also asked the customer to check her deleted and spam folders.  On April 28, 2017 we sent another letter to the customer’s email address (see attached).  If the customer still has not received the letter after these attempts she may contact ###-###-#### option 1 to verify the correct email address is on file.  We are also refunding the customer's delivery fee as requested.