Slumberland Furniture - Stevens Point

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.  After the manager came to view the sleeper sofa he agreed that there was something wrong with the item and was very helpful in resolving this matter.  I received a store credit and was able to select a different set of furniture.
Regards,
[redacted]

We have authorized an even exchange and the customer stated she is 100% satisfied with this resolution.  Thank you.

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.Mgr [redacted] was suppose to come to examine the furniture yesterday on 4/20.  This appointment was scheduled 4/7.  I had not heard from him and at 2:30 on the meeting date I again had to contact Slumberland to find out what the status of our meeting was.  They did contact [redacted] and he came to view the furniture, however I am not sure whether or not Slumberland will do anything regarding the defective sleeper sofa.  I have been dealing with this since January and every step of the way I have had to continually contact Slumberland to get updates and keep this issue moving.  It took at least 3 phone calls after the first service call to finally get the replacement cushion cores and then I was instructed to install them myself.  So the customer service is less than desireable.
Regards,
[redacted]

Review: September 2015 I purchased a sleeper sofa/love seat from Slumberland in Rib Mtn. Delivery of my purchase was in October/November 2015. I did not have any time to evaluate the furniture as I was preparing for a kidney donation surgery in November (11/12). I did have to flip cushions but did not think much of it since there was other priorities with the upcoming surgery I had to deal with. Once I had time after my recovery I noticed huge issues with the couch (I use the couch 95% of the time). I had to continually switch and flip cushions on the sleeper sofa as they would fall back into the couch. I called Slumberland in January and was redirected to the service company which handles issues. A service person was sent to my home (2/9/16) to evaluate the problem. Not knowing if it would resolve the issue he recommended larger cushion cores to see if this fixed the issue. I had not received the cores and needed to start calling to determine where they were. I finally received msg from Slumberland that the cores were at the Rib Mtn store and I could pick them up (3/18/16). I had to install them myself. This did not resolve the issue and I emailed the service department on 3/18 and again on 3/26 to inform them that the cores did not resolve the issue. I did not get any response on called Slumberland on 3/28 where I was told that I had to go through the service department.

After a couple additional email exchanges with the service department (3/29 & 4/1) I finally got in contact with them and they scheduled a service apt at my home on 4/2. The service man again had no idea what could possibly fix the issue. He did notice the front of the couch frame was a little loose and even though that would not correct the issue he had contacted the service company to request permission to fix. He was told that he could only document any issues and could not fix.

There does not seem to be any resolution to this issue and I now possess defective furniture. I was told in March by a Slumberland employee that since I am past the "satisfaction guarantee" time limit they would only work my issue through the service company. I paid a lot of money for a furniture set that is defective. I expected more from Slumberland regarding customer satisfaction.Desired Settlement: I would like credit for the sleeper sofa AND the love seat so I can purchase a matching set that does not have defect. I am no longer interested in purchasing from the same manufacturer since I no longer have confidence in the quality. There is no know repair as stated from 2 separate service persons.

Business

Response:

Hello - My name is [redacted] and I am the local business owner of 3 Slumberland Furniture franchise stores in Stevens Point, Marshfield and Wausau WI. I am surprised by this complaint as I believe this is the first of it's kind with the Revdex.com. Since I first read about it last Monday April 4th, I have done a full investigation within my management team and the service company we outsource our service matters to. I believe my company, and the service company we use, have done everything possible to take care of [redacted]'s furniture, and also have done everything according to our customer service policies that are found on our website and inside our Thank You Brochure. Every customer receives this brochure when they make a purchase. When this complaint came in, the service company was in the process of trying to correct the issue. My management team is now involved and the general manager, [redacted], has an appointment scheduled with [redacted] at her home. Her issues will be heard and the furniture will now be inspected by an employee of mine as well. I am enclosing a PDF of our Thank You Brochure, as well as the 3 service work orders that have been opened as a result [redacted]'s calls to our outsourced service company. This will provide you a detailed account of everything that has happened regarding [redacted]'s service claims about her furniture. You can contact me personally over the phone if there is anything needed for further clarification. ###-###-####. We have been working on resolving this issue within our policy guidelines, and with [redacted]'s appointment, are now going above and beyond to do so. Customer satisfaction is a very high priority of mine, and of all Slumberland Furniture stores.

Consumer

Response: