Slumberland Furniture - Beaver Dam

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
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Review: I placed an order with Slumberland Beaver Dam on January 15, 2015 for a Ashley Hi Leg Recliner, which was purchased on sale for $449.00. When purchasing the recliner, I paid the extra $79.99 for 5 year furniture care protection. I purchased the recliner for my new apartment, knowing that I would need it due to an upcoming knee surgery that meant I needed to keep the leg elevated. I got the recliner/moved it in the beginning of February.

After only a few months the recliner mechanism broke on the chair. The technician that later came informed me that the mechanism on this particular chair breaks very frequently and he repairs them often. On June 8th, I called the Furniture Care Service Center number provided on my receipt/pamphlet from Slumberland to have the chair repaired. The woman I spoke with sent a technician out right away that Saturday morning, and the technician ([redacted]) filed a report to have the part sent out so it could be fixed. He stated at the time it usually took a week, maybe two, to get in parts. When they got it in they would call me to set up the repair appointment.

Weeks went by. I called the company back to find out what was going on, and they passed me off to some company called Montage and told me that now the repair was in their hands. OK.... I called the number they gave me for Montage, who then proceeded to tell me that the STORE was now responsible not them, and that the person from the actual store would be coming to do the repair. Then I call Slumberland Beaver Dam, and the woman I spoke with tells me a guy from their store would, in fact, be the person doing the repair and that the part hasn't come in yet to them. I was told several times that the part gets sent to Slumberland Beaver Dam.

I remained patient for the time being, when at this point an entire MONTH has gone by and they have done literally nothing to honor their repair/replacement guarantee. In the meantime, I had to buy another recliner from a friend just in order to elevate my healing knee. I was less than pleased with the punctuality or the apologeticness of Slumberland for all of this.

Now I write this, as this weekend will literally hit the TWO MONTH mark, and not one single thing has been done yet to fix this recliner. I don't care where this part is supposedly coming from, this is an absolutely unreasonable amount of time to not provide a service that I paid for. If they can't provide the part, they should be replacing the chair entirely. I have worked in customer service for a VERY long time, and this is horrible customer service. I have called several times since (7 times total) and have gotten absolutely nothing. When I called last Friday a woman told me the part was finally sent (to my parent's house, of all places, where I have not lived literally since before purchasing the chair, and have repeatedly told them not to send anything) on the 15th of July. It is now the 29th of July and still no part at my parent's house. The woman I spoke with at Slumberland on Friday told me she was looking into it and would call me back at least with the tracking number of the part. It's the following Wednesday and still no call. I have no idea why they'd send me the chair part to begin with, when I'm clearly not the one fixing the chair, and each of the 3 companies I've been passed around to have told me that the store gets the part and sends a technician out.

I have, at this point, lost all faith that this company even cares about honoring their warranty or are going to fix this recliner. I will literally call every single day until they come and fix it or provide a new chair if I have to. The fact that this has taken 2 months is absurd and a completely unacceptable timeframe for replacing a damaged product.

If they do not resolve this issue promptly from this date, they can come take the recliner back and give me a full refund. I'm not paying this kind of money for something I cannot even use.Desired Settlement: I want the chair repaired PROMPTLY or replaced with a new product if it cannot be fixed.

Consumer

Response:

I have been more than patient with this store. I bought a mattress and after a year the mattress was so uncomfortable that we can not sleep on it. It had a twenty year warranty so felt something would be done. The first person that I paid to have come out to look at it did not know what a pillow top mattress was. And he is doing the warranty check??? They measured the indentions which their are none because it is a pillow top. The mattress has broken down under the pillow top. At this point I do not even want to donate it since it is such junk!! It is a Beauty rest Recharge World class Ocean. Looks very nice but don't buy it!! They sent out another team this week who measured again. My husband explained the problem and they said they will check into it. If you go online other people have had the same problem with this type of mattress. After hearing the add on the radio you would think "you can not make a mistake when you buy a mattress from me!! WRONG!!!!!