Slumberland Furniture - Rice Lake

Review: WE bought a sectional love seat sofa and have had nothing but problems and repair person said will fix for a case of beer. Then we have had other issues and was addressed but not taken care of. All we want is what we bought and a fair product can contact me at ###-###-####Desired Settlement: Want the product we purchased or a replacement would be happy to pick out differant item!!!

Business

Response:

We are writing in repsonse to a compaint filed against our store (#[redacted]). Thank you so much for helping us with this cus[redacted]er. Here

is what happened from our perspective.

[redacted] purchased a sectional by Franklin on October 23, 2013. Upon delivery on 11-02- 13 our drivers noticed the doorway and hallway were

very narrow for the furniture they purchased. Also, the cus[redacted]ers old furniture was not removed as it should have been. Our drivers

are very experienced (1 has been here 12 years and the other 6 years) and know that our policy states we value the cus[redacted]ers home and

new purchase so if they are in doubt of space to bring something in - they resist and warn the cus[redacted]er. We carry a waiver on our truck that

if the cus[redacted]er knows damage may occur to their furniture and/or home and still want us to proceed they have the cus[redacted]er sign that waiver - which

they did ( we have a copy of this waiver for this customer.) We proceeded to deliver and as the drivers suspected - the delivery was tight and a shelf

was knocked off of a wall in the hallway. The next day the customer - [redacted] - called and complained about a scratch in the arm of his piece.

We reminded him of the waiver he signed. He insisted the waiver was only for our drivers moving his existing furniture out of the way ( which we

are not supposed do - but drivers did it to be nice.) Because [redacted] was so insistant and rude- [redacted] (our service guy) agreed to go to their home and inspect

the damage at no cost to the customer. Parts were ordered to fix the scratch - a complete cut and sewn piece. [redacted] called back to the store and complained

that the padding in seats of loveseat were flattening and that the footrest mechanism on power loveseat wobble when in motion. (this loveseat is the only piece facing the

TV and it was obvious that it received a lot of use ) I received a call from [redacted] in February - he was very insistant that he not be charged for the repairs and that

not only should we fix the scratch - the cushions were defective and he should not have to pay for the repairs on them either. He was very rude and his story kept changing.

[redacted] - [redacted] - made the decision to re stuff the cushions and order a new mechanism for the loveseat at store expense as this was not covered under manufacturer warranty. This was done and service completed in March. Upon leaving [redacted] said all looks great and thanked [redacted].

2 weeks later [redacted] called again. He said the cushions were already starting to sag again and if you looked at the mechanism from behind the loveseat the base leaned. I apologized and

requested pictures be emailed. He started to take pictures with his cell phone while I was still on the line. He asked for a number to text the pictures to - I told

him we currently do not have a cell phone that could accept pictures - that he would just need to email them from his cell phone. He didn't know how to do that and

wanted my personal cell phone number. Again - he was very very rude. I told him I would not give out that information. He was getting more and more frustrated

and claimed (again) that our service man made statements to his girl friend about "on the side" compensation for fixing something. I said I cannot even answer to that

as I was not present - he then began to shout at me - I calmly told him that he would need to call back when he had calmed down. I said that 2x and he was still shouting so

I hung up the phone.

On March 19th an email came to us from our Slumberland Corporate office. It was a forwarded email from [redacted] (a Warranty company ) [redacted] had called them to complain about us and the process. He admitted getting angry and stated that he wants us to take back the sectional and replace. We have a 30 day return policy which expired for this cus[redacted]er on 12-02-13 and would have required it to be in re-saleable condition. (no wear and tear at all) On March 21st - [redacted] from Slumberland Contact Center called and reported a call

from [redacted]. She said he was rude - interrupted her and was very condecending. ( As he was with me in both my previous conversations) He said he had talked to a [redacted] in [redacted] (we have no Corp offices in SD - nor a [redacted] in the contact center) [redacted] reported that he was getting angry with her - she told him we were a franchise and that

they had no way to force us to do anything. During my conversation with [redacted] she said he was a very tough cus[redacted]er and that she advised us not to contact him further. After this conversation [redacted] called [redacted] in the Service Dept at Slumberland Corportate to ask for advice. He suggested we get a 3rd party involved and that we should recommend

[redacted] contact the Revdex.com or the Attorney Generals office. He said we did everything and beyond what they would have done for this cus[redacted]er.

[redacted] called the store again on 3-21 - [redacted] answered and [redacted] told him he was recording the conversation. He interupted [redacted] consistantly and stated he wants us to return

his sectional and get an upgraded sectional at no charge to him. [redacted] suggested he contact the Revdex.com.

In closing - we feel we have gone over and above for this customer. No warranty covers wear. If someone is sitting on 2 cushions of a sectional (the loveseat in this case)

there will be a noticeable difference compared to the sofa part of the sectional that no one is sitting on. We feel we have more than serviced this customer by fixing the arm damage that

we warned him would probably happen and also totally re stuffing the cushions and replacing the mechanism at no charge to the customer. The cushions are not defective - this is simply compaction from heavy use.

We are very grateful for your involvement and look forward to your response.

I purchased a large sectional original sticker was just under 5000.00, purchased it on sale for 1900.00. I purchased in October of 2013, by November the couch was falling apart. The back was coming apart. One day my 6 year old daughter and I were just sitting on couch and it made a crack noise and sank in, the springs gave in. When I called to complain they sent someone out to fix, he insisted that we had to have jumped on couch. We did not jump non couch. He came out twice to try to fix and still has not been fixed. I called to get a replacement and was informed that there was nothing that could be done since I was out of my initial purchase period and when I questioned as to the fact that I have had issues since the first couple weeks then I was told because my cat scratched the couch it could not be returned due to not being in sellable condition. Unfortunately within two weeks after I purchased the couch wasn't in sellable condition. And I was remided that didnt not pay full price that should not have mattered. I did not appreciate the inferior nprduct not the treatment I have received. Since I have received no help in this matter ibhave tried to fix myself. The couch is made with cheap material and does not last. I also purchased a coffee table that was inferior and will enter a seperate complaint.