Slumberland Furniture

[redacted] purchased a [redacted] brand sectional on August of for $This sectional came with a year warranty against manufacture defectsShe called saying the seam had split in her cushion, we contacted manufacture and a new cushion was sent, later she contacted us again saying same cushion was split again, this is now considered wear and tear on the furniture not manufacture defect as it’s the same cushion and has already been replacedWe contacted the manufacture and they were kind enough to send another cushion againShe contacted us a third time saying the same cushion is again split on seamWe let her know that in warranty terms its considered wear and tear not a manufacture defect but we would contact manufactureThey again have sent us a new cushion, this cushion is here at our store waiting for the customer to pick it upWe have a day satisfaction guarantee that customers can make returns with in days if they do not want their purchase we do not do refunds of any kind on furniture over days oldManufacture ( [redacted] ) does not do full replacements when there is an issue but will send parts to repair the issueAs they have done in this caseShe did purchase the year accidental protection plan for $thru Montage if there is accidental damage to the product she can contact them for additional information on what they can do to help her

Final Business Response / [redacted] (1000, 21, 2015/06/09) */ It took an extremely long time for him to get his loveseatHe ordered it February and it was delivered on May It took so long because it was a special order materialIt took LaZBoy more time to get the order - 6-weeks for special ordersLaZBoy was the reason for the delay because of their policy

Complaint: ***
I am rejecting this response because:
This company has never sent me a cushion, they only send me some fabric that I have had to pay to have put on my furnitureI have repeatedly told them that I feel the cushion is defective and that I am wanting them to replace the entire cushion not just the fabric
Sincerely,
*** ***

*** *** purchased a *** brand sectional on August of for $This sectional came with a year warranty against manufacture defectsShe called saying the seam had split in her cushion, we contacted manufacture and a new cushion was sent, later she contacted us again saying same
cushion was split again, this is now considered wear and tear on the furniture not manufacture defect as it’s the same cushion and has already been replacedWe contacted the manufacture and they were kind enough to send another cushion againShe contacted us a third time saying the same cushion is again split on seamWe let her know that in warranty terms its considered wear and tear not a manufacture defect but we would contact manufactureThey again have sent us a new cushion, this cushion is here at our store waiting for the customer to pick it upWe have a day satisfaction guarantee that customers can make returns with in days if they do not want their purchase we do not do refunds of any kind on furniture over days oldManufacture (***) does not do full replacements when there is an issue but will send parts to repair the issueAs they have done in this caseShe did purchase the year accidental protection plan for $thru Montage if there is accidental damage to the product she can contact them for additional information on what they can do to help her

He called unhappy. We wrote him a refund check then found out he put a stop payment on his check, so there was no need to issue the refund anymore. We did this for him right when he called

Final Business Response /* (1000, 21, 2015/06/09) */
It took an extremely long time for him to get his loveseat. He ordered it February 25 and it was delivered on May 19. It took so long because it was a special order material. It took LaZBoy more time to get the order - 6-12 weeks for special...

orders. LaZBoy was the reason for the delay because of their policy.

Initial Business Response /* (1000, 10, 2015/06/01) */
Mr. [redacted] came to the store last week and voiced his frustration with the process. It does appear that his situation has taken longer than it should, and an incomplete part order was made. Here at Slumberland it is our intention to provide...

good quality service to out guests. After Mr [redacted] explained to me the situation, I agreed with him and informed him we would order a new sofa. He appeared satisfied, but concerned about the amount of time it would take. I did verify that the fabric they ordered would take as long as the first. I gave him the option of reselecting to a fabric that may be in stock. He decided to bring his wife if to look at options. They decided to go with the original color, and it has been ordered. We appologise for the inconvenience, but feel the options were fair and hope the Horenkamops are pleased.

Review: I purchased approximately $3000 in furniture from them. The first time they delivered it, the furniture was broken and the delivery people dragged mud across the floor of my kitchen, living room and entry way. The second time they delivered it, they scratched the heck out of a door frame, a wood banister, and a wood railing. I sent them pictures of the damage. I politely asked for my deliver fee ($120) to be refunded and I would deal with the repairs.. They offered me a $20 refund. $20. That was confirmed by [redacted]. I told him that was an insult and to keep the $20. Two days later in the mail I received a coupon FOR FREE DELIVERY. Are you kidding me? What is wrong with you people?

I also today just received a phone call that my furniture, because it is power, may START ON FIRE, which apparently similar modules did in their showrooms. I was advised to unplug the product. So broken product initially, muddy floors, damage during delivery, product may burn my house down, and they offer free delivery on my next purchase. You may understand why I'm upset.Desired Settlement: Billing adjustment, apology from management who improperly dealt with the scenario.

Business

Response:

The customer has been contacted and a resolution to the matter was agreed upon by customer and Store. No further information is needed.

We recently purchased an expensive couch from Slumberland furniture. Less than 5 months later we were told that the automatic recliners on it had started 2 fires that they know of so far and needed to be disconnected. Since their researchers didn't have a solution for this yet I called to see if we could get our couch replaced for a manual version of the same product. The answer was a firm no. So now, we have a useless couch that we paid almost $4k for and we have to wait an indefinite amount of time until the problem is fixed and even then we can't be sure the couch won't start our house on fire. The fact that they didn't offer us any other option is completely unacceptable and they will absolutely never see a penny from us again. Worst customer service I've ever experienced.