Initial Business Response /* (1000, 5, 2015/05/01) */
Thank you for contacting us in regards to this customers complaintWe have been in contact with this customer, and are replacing all of the damaged productAll of the product replacement pieces will be replaced as soon as we receive all of
the pieces per Miss ***'s request to ***
Initial Business Response /* (1000, 5, 2015/04/08) */
The customer purchased an AS IS sleeper sofa in December The sofa was purchased AS IS and therefore had no warrantyWhen the customer reported the issues with the original sofa, the store did allow the customer to return the sofa and
select a futon as a one time courtesy even though it was sold AS IS
When the customer reported issues with the futon, an independent technician was dispatched to the customer's homeThe technician determined there was no defect in the furnitureWe did offer the customer a reselection on the futon frame only as a courtesy since the customer felt it was defective
We cannot offer the customer a refund since there is no defect in the furniture and her original purchase was made AS ISI will add the futon mattress to the customer's futon frame reselection creditShe will now have $+ tax to select a something newWe will not be able to offer anything further to the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My purchase of the Klik Klak was made in January not December according to my receiptYes it was an as is purchase, and it was completely functional when it was purchased in the storeSlumberlands sales rep informed me I had the right to cancel this purchase within days of receiving the item if any problems existed, therefore no warranty was needed per his instructionsThe delivery people suggested that I superglue it to fix the problem, I should not have to superglue a piece of furniture that was just delivered whether "as is" or notIt was broken when it was brought in my homeI refused the Klik Klak the day of delivery but was told that someone else needed to pick it up
As for the futon, this piece of furniture according to Slumberland and their indendent examiner may not be defective, but it is clearly a very unstable piece of furniture and is a danger to children, adults and pets which is why I requested full restitution for the futon,so I could purchase a single bed to put in the extra roomIf Slumberland is indeed offering to refund the entire purchase price plus tax I will be more than happy to select a single bed and frame which is what I tried to do to begin withI would like clear instructions on how and when this credit will appear, so I can make this purchase, when this bed will be delivered and when the futon will be picked up by SlumberlandThe picture attached shows the imbalance of the futon when made into a bed
Final Business Response /* (4000, 9, 2015/04/09) */
We have mailed a reselection letter to the customer for the futon frame and mattressOnce the letter is received they can take it to their local Slumberland store to select their new merchandiseOnce the customer has selected their new merchandise, the store can schedule a date with them to return the futon and receive the new pieces
Initial Business Response /* (1000, 10, 2015/05/29) */
We apologize for the customers experience with the store and the service she has received thus farThe customer does have a full manufacturers warranty on her merchandise and our Customer Service department will be contacting her to assist her
with the problems she is experiencing with her merchandise
Initial Consumer Rebuttal /* (3000, 12, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still would like my sectional to be repaired as I was promisedThey have sent out the tech to repair it once - but they refuse to send out the parts needed to fix the switchesThe tech from the repair service has told me they are waiting on Slumblerland to send the switchesOnce I receive those switches I am to call the tech and schedule the repair dateThe Slumberland customer service representative that I spoke with on the phone has said - they will not send the switches and it will not be repaired, as there is nothing to repair! This man made up lies about trying to make contact with us, stated I did not have a warranty, and told me to do what I wanted to doI will wait to hear from Slumberland regarding this issue, as no resolution has been offeredSatisfaction Guaranteed is on the receipt but, this customer remains very unsatisfied with the experience of purchasing furniture from Slumberland in Joplin Mo
Final Business Response /* (4000, 14, 2015/06/02) */
The customer has an open claim through our Service CenterOn 05/29, a representative attempted to contact the customer to review the claim and options to get it resolvedThe customer was not available at the timeA message was left with another woman at the number who said she would pass the message along to the customerThe customer does have a warrantySlumberland is working to get these issues resolved for her
If the customer would like to discuss this further, she can contact our Service Center at *** #Anyone there will be able to review her ongoing claim and provide a status on it
Initial Business Response /* (1000, 5, 2015/07/06) */
On 01/29/2015, customer picked up La-Z-Boy recliners, total with tax $Early May customer called with fabric issueWe asked them to bring to us one of the chairs for inspectionWhen they brought in the chair we immediatly noted the
pet hairs and obvious matting of the fabricI pulled one inch threads out of the fabric (not a handful) which we still have along with a cleaning pad used to clean one arm only that is full of soiling and pet hairWe asked La-Z-Boy for a report of any claims against this fabric, all colorsThey reported back to us that there were no claimsWe advised the customer to contact LZB directly as the problems they experienced were not warranty relatedResponse from LZB was the sameLZB as a customer courtesy offered the customer replacement cut and sewn fabric plus $good toward labor to re-upholster the chairsAs a customer courtesy, we offered half of what they paid toward new chairs of their choiceCustomer refused both offersLZB has on file where Mrs *** claims damage was done by her by jewlery, never mentioning the pet damageLZB warranty card states "Warranties are voided by evidence of excessive soiling, improper cleaning or treatment, abuse, etc"In the last correspondence with the customer, we stated that we never pulled a "handful" of fibers, that we have the cleaning pad that shows the soiling, and that there is no nap loss, only soilingWe listed three options..1) clean the chairs and they should last for a longtime.2) take our offer of half what was paid toward new chairs3) take LZB's offer of replacement fabricThey chose none of the aboveIt is our contention that the damage done to these chairs was done in the customers home, by themThey are totally responsable for the condition the chairs are in
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fabric is under warranty for one yearThe fibers in the fabric can be pulled out without any resistanceClothing and residential use causes the fabric fibers to come outThere is evidence of nap loss after only months of residential use
The store and manufacturer refuses to honor the warranty as described at the time of purchaseInstead they want us to spend more money to fix a problem that is covered under warranty
The chairs are not excessively soiledThe store manager pulled long threads out - I would estimate the threads being inches in length and he pulled much more than threadsThis was witnessed by my husband and me
We should not have to take a 50% loss on these chairsThe manufacturer and business should honor a warranty and provide either a full refund or a $store credit
Final Consumer Response /* (3000, 17, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The franchise store refuses to replace the two chairs and honor the warrantyThe fabric is defectiveThreads continue to be lost causing nap loss - this flaw is covered under the manufacturer's written warranty
Thread loss is occurring under residential use
Please honor the warranty, replace the chairs or refund the purchase price of $
Final Business Response /* (4000, 19, 2015/08/04) */
Both the store and the manufacturer of the furniture have determined the piece is not defectiveWe will not be offering anything further to this customer
Initial Business Response /* (1000, 5, 2015/09/30) */
The customer purchased the dresser at a clearance store AS IS at an almost 50% discount off the retail price. The salesperson did inspect the dresser with the customer as best they could in the space available. It is unfortunate they weren't...
able to inspect the bottom of the dresser prior to the delivery. Due to the unknown damage, we have voided out the customer's order and will be giving her a full refund for the dresser.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response. I hope to see a refund to my account soon. Thank you for resolving this to my satisfaction.
We apologize the customer is dissatisfied with their recliner. Slumberland has dispatched two separate technicians to the customer’s home to inspect the recliner. Both technician’s completed a thorough examination of the chair. Each made the independent determination that the...
issues were caused by normal wear and tear and were not defects in the manufacturing. We are willing to offer the customer a one-time reselection of the recliner as a courtesy. We will not be able to offer her the requested refund. The customer will be receiving a letter via email with her reselection credit. She can take the letter to her local Slumberland store to select something new to replace her current recliner.
Initial Business Response /* (1000, 6, 2015/09/24) */
I contacted the customer on Tuesday morning 9/22/15 regarding her issue. She sent me 3 pictures showing a board sticking out of her frame which would be a manufacturer's defect. She also stated that it was sticking out in the same spot on both...
sides of her loveseat and that there was a hole starting on the board that was sticking out on the right side facing. Slumberland furniture guarantees 90 days of free service on merchandise with manufacturing defects. After 90 days, any applicable delivery and service fees will be charged. See attachment. Our policy is also on slumberland.com. The customer received her loveseat on 5/5/15. I spoke with the customer on Tuesday afternoon after I was able to review the pictures and check with the manufacturer to see if they had any labor warranty. With Hughes furniture they cover the frame, springs, and recliner mechanism on parts only for 1 year. They also cover fabric, cushions, fiber stuffing and parts for 1 year. They do not cover any labor. I told her the facts of Slumberland's policy and the manufacturer's warranty and I would need to call her back on Thursday evening to see what I could do for her and to see how big or small of an issue this would be. I needed to show our technician her pictures so I could give her a more accurate estimate. Our technician is here every Thursday evening to fix or give estimates on any issues that we are having. He is employed by Vinyl Solutions out of Columbus, NE. The manufacturer will replace the fabric on the right side facing at no charge but the labor to replace the fabric and fix the frame issue will be $40-$60. If she would be able to drop off her loveseat, that would be the only charge. If she needs us to pick it up and deliver it back it would be an additional $50.00. We normally charge $70.00 to pick up and deliver back. We are in her area every other week to pick up and deliver back. Regarding her first issue that she had with her sofa, the customer admitted to pulling off her manufacturer tags instead of cutting which caused a hole in the fabric. As a courtesy, we compensated her $50.00. Regarding the 5 year protection plan, it is accidental furniture protection. It protects her furniture from cuts, rips, tears, burns and stains from a specific incident. This furniture protection does not cover manufacturer's defects or frames. She would have received her policy in the mail from Montage (5 year protection plan) that states what is and is not covered. See attachment.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept thier response because I dont feel it is a manufacturer defect. The board I am talking about is the block of wood that the back leg screws into. Maybe I should have worded it differently in my complaint. I explained this to Leanne on the phone before. The issue is the fabric is being ripped by the board (block of wood). This is happening because my son fell into it, and got scraped on the sharp corner of it. The fabric on the side is the only thing that needs to be fixed. That should fall under the protection plan. In the response, she stated that I told her that it was sticking out on the other side in the same place. That is not what I said. I told her that there was the same board in the same place on the other side of the loveseat (where the leg screws into it). I told her I could feel the sharp corner of it on the other side as well, not that it was sticking out. The side of my loveseat is out in the open, and was not damaged before my son fell. I believe him falling into it is what pushed the fabric loose. The photos I sent her show the "saggy" fabric on the side where the board is poking through.
A second thing that is incorrect on her statement is about the first issue I had with the loveseat. She states that I told her I ripped it off instead of cutting it off. I did not. The tags were not on the loveseat. I believe they got ripped off during delivery.
The loveseat does not have a defect. The boards are there like they should be.
Final Business Response /* (4000, 10, 2015/10/05) */
The reason why I didn't consider her issue a furniture care issue was because she claimed a sharp edged board was poking out of the side of her loveseat which caused the tear. In her first response she stated that she needed to put a boom case in front of it because she was afraid one of her boys is going to get seriously hurt by it and it was dangerous. In her last statement on the last line, she states "The loveseat does not have a defect. The boards are there like they should be." If this is correct, if the customer would like to try going through furniture care, I suggest that she call me first so I can go through the furniture protection with her. I am not certain they will cover it. We suggest that if she does have a sharp edge that she contacts us to get it taken care of as soon as possible. Our statement in our first response still stands with what our warranty is through the manufacturer and slumberland furniture.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund for several reasons. Today is day 90 since the recliner broke and I don't care to continue doing business with a company who handles their customer complaints so cavalierly.
Both repairmen that visited my house said that these "wide" recliners are not manufactured well. The frames are glued and stapled instead of screwed together. I have no confidence that the replacement chair will be any better and given my experience with the Slumberland service organization I have zero confidence that any repairs will ever be made.
I have had to miss work 3 times for service appointments, I have spent countless hours on the phone following up with the service department and have now had to file complaints with the Revdex.com and my credit card.
The only settlement I find acceptable is a full refund.
Initial Business Response /* (1000, 5, 2015/07/27) */
We apologize for the delay in the customer receiving her furniture. The merchandise she ordered on July 22, 2015 is in route from our warehouse to the store. It is currently scheduled to arrive there for her to pick up on July 28, 2015. If...
the customer is not satisfied with this time frame and wishes to cancel her order, she can contact the Shakopee store at[redacted]. It is Slumberland's policy that all payment made by cash or check are refunded via check. This policy is outlined in our Thank You brochure which is given to all customer's in the store when a purchase is made:
"Cash and check payments will be refunded by check a minimum of 10 days after Slumberland's receipt of your initial payment."
We appreciate the customer's feedback regarding her overall experience with the store. Her concerns have been forwarded to the appropriate parties and will be addressed, as needed.
Initial Business Response /* (1000, 6, 2016/01/06) */
We apologize for the frustration the customer regarding the time frame for delivery of their order. The customer's entire order is not in stock at this time. There are several pieces which are in stock and have been scheduled for delivery on...
01/10/2016. The console is scheduled to arrive in approximately 01/12/2016 and one of the dining sets is scheduled to arrive in approximately 01/11/2016. Once the console and second dining set are in stock, we will contact the customer to schedule a delivery date. If the customer would like to select a different dining set which is in stock at our warehouse, we would be happy to deliver it to them on our next available delivery date.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told for two weeks now that the items will be delivered. We are close to one month from the time of purchase and the story stays the same. Delayed shipments, damaged items, etc. I continue to ask Slumberland to fulfill their obligation as I paid the taxes and delivery charges nearly one month ago......and 15 of the 17 items I paid for have not arrived. Please stop promising to deliver the furniture and actually do it.
We apologize if there was any confusion regarding the details of the coverage offered by the protection plan the customer purchased. We try to be as clear as possible regarding the specific coverage details offered by the protection plan. The coverage details are outlined in a pamphlet...
giving to the customer at the time of purchase. The specific plan coverage details are also mailed to the customer once a plan has been purchased. If, at any time after the plan is purchased, a customer is dissatisfied with their protection plan, they can contact the plan provider, Furniture Care, at ###-###-####. Furniture Care will be able to review with the customer the cancellation and refund options available to them. The furniture was delivered to the customer on March 18, 2016. As it has been in their home for almost two years, we are not able to offer them a refund for the furniture. Our Service Center can provide the customer referrals to technicians in their area who can be contracted to inspect/repair the furniture. This would be done at the customer’s expense as their manufacturer’s warranty has expired. If the customer would like to obtain a list of local technicians, our Service Center can be reached at ###-###-#### option 1.
We apologize for the customer’s frustration. The store manager has been in touch with her and they have worked out an amicable solution. If the customer is still experiencing issues, she will need to contact the St. Cloud store manager at ###-###-####.
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.
We apologize the customer is unhappy with her sectional. The original issue with the piece was reported on March 27, 2017. An independent furniture technician was sent to inspect the sectional and it was determined that the pilling was excessive. An exchange was authorized on...
April 12, 2017 for a new sectional. The customer contacted Slumberland again on June 19, 2017 and reported pilling on her sofa. Slumberland authorized another independent furniture technician to inspect the piece. The sofa is a light off-white fabric and it was found that the pilling that had occurred was dark brown believed to be from another source such as a blanket. This information was sent to our Customer Service Department for review and the Customer Assistance Manager authorized for a second opinion and another technician was assigned for inspection. On July 10, 2017 we received the technician report from the final inspection. The report states that there is some pilling, however, it is within the normal standards for the fabric on this sectional. Again, we apologize for the frustration and the customer’s dissatisfaction with her sectional. Slumberland has replaced the sofa and had two additional technician inspections which have determined the current pilling to be normal as per manufacturer standards. Slumberland is unable to process a refund for the customer. If she has additional questions or concerns she may contact ###-###-#### option 1.
I am rejecting this response because:
There would "not" be an insurance issue if the store would have been honest from the start. I was told that if I took out the insurance it would be covered. I would not have have bought a sofa with an air mattress if they would have been honest. Nothing was said that the mattress was covered for a year, she said "5" years. I feel I "already" paid for a mattress when I bought the sofa.It would be like buying a new vehicle and the transmission blew and you were told "you" have to pay to replace it when you have a warranty.If they cannot take care of a mattress issue, they could come get the sofa and issue me either a full refund or replace the sofa.
We apologize if there was confusion regarding the customer’s plan coverage. The protection plan the customer purchased is an accidental/incidental damage plan. It does not cover manufacturing defects. In the customer’s complaint, they are stating there are issues with the leather...
peeling and later stated the leather is scratched. The manufacturer’s warranty covers leather for two years. If there is a manufacturing defect in the leather which is causing it to peel, the leather itself would be covered through October 9, 2017. We would ask that the customer calls our Service Center at ###-###-#### option 1 to file a manufacturer’s warranty claim on the leather if they believe it is defective. However, if the issues the customer has experienced are the result of an accident which caused damage to the leather, they would need to address that with the protection plan provider, Furniture Care, by calling ###-###-####. Furniture Care can review the customer’s warranty coverage and file a claim, if the issues are covered under the plan the customer purchased. If the issues are not covered under the customer’s plan, they can discuss a refund of their plan purchase directly with Furniture Care.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this still pending resolution would be satisfactory. I’ll update once the pickup has completed.
Initial Business Response /* (1000, 5, 2015/07/16) */
The store manager has reached out to the customer via email to discuss her concerns. If the customer would like to review her complaint further we request she either reply to the store's email or call Roxanne, the store manager, at...
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the business because Roxanne, the store manager has refunded me less than what I have paid for. She itemized for me, the mattress set was $1079.99 (without taxes). Her itemized refund for same mattress set is $974.22.It's all down in writing so I don't know how she figures. I can't talk to her because she is very argumentative. I would like this resolved.
We apologize the customer is dissatisfied with their sofa and loveseat. A furniture technician was dispatched by Slumberland to the customer's home in late February 2016 prior to the expiration of their warranty in March. The technician determined the sofa and loveseat were showing signs...
of wear consistent with normal use. There were no defects present during his inspection. Our Service Center reviewed the technician's report. It was determined, based on the photos provided and the report of the technician, there were indeed no defects present and no further service was warranted.This was communicated to the customer at that time. Slumberland's Service Center did not hear from them again until receiving a complaint notice from the Revdex.com in November. Slumberland works with an independent technician company, Furniture Pro Solutions. They specialize in leather repair and can perform touch-up to normal wear spots on leather. If the customer would like to contact them, they can be reached at ###-###-####. We are willing to offer the customer a $250 credit to assist them in obtaining an outside service. We will not be able to offer anything additional as there are no defects present and their manufacturer's warranty ended in March 2016.
Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the issues the customer has experienced. We have an exchange set up for the customer's dining table. It is currently scheduled to be delivered with the customer's fireplace order. The delivery driver will be picking the...
mattresses as well as assembling the bench while they are there. The customer and her husband have spoken with the store manager to review their experience. The store manager has offered them a gift card for their inconvenience which Mr. [redacted] has chosen to pick up at the store rather than having it mailed.
If the customer has any further questions or concerns, she can contact the Shakopee store at [redacted].
Initial Business Response /* (1000, 5, 2015/05/01) */
Thank you for contacting us in regards to this customers complaintWe have been in contact with this customer, and are replacing all of the damaged productAll of the product replacement pieces will be replaced as soon as we receive all of
the pieces per Miss ***'s request to ***
Initial Business Response /* (1000, 5, 2015/04/08) */
The customer purchased an AS IS sleeper sofa in December The sofa was purchased AS IS and therefore had no warrantyWhen the customer reported the issues with the original sofa, the store did allow the customer to return the sofa and
select a futon as a one time courtesy even though it was sold AS IS
When the customer reported issues with the futon, an independent technician was dispatched to the customer's homeThe technician determined there was no defect in the furnitureWe did offer the customer a reselection on the futon frame only as a courtesy since the customer felt it was defective
We cannot offer the customer a refund since there is no defect in the furniture and her original purchase was made AS ISI will add the futon mattress to the customer's futon frame reselection creditShe will now have $+ tax to select a something newWe will not be able to offer anything further to the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My purchase of the Klik Klak was made in January not December according to my receiptYes it was an as is purchase, and it was completely functional when it was purchased in the storeSlumberlands sales rep informed me I had the right to cancel this purchase within days of receiving the item if any problems existed, therefore no warranty was needed per his instructionsThe delivery people suggested that I superglue it to fix the problem, I should not have to superglue a piece of furniture that was just delivered whether "as is" or notIt was broken when it was brought in my homeI refused the Klik Klak the day of delivery but was told that someone else needed to pick it up
As for the futon, this piece of furniture according to Slumberland and their indendent examiner may not be defective, but it is clearly a very unstable piece of furniture and is a danger to children, adults and pets which is why I requested full restitution for the futon,so I could purchase a single bed to put in the extra roomIf Slumberland is indeed offering to refund the entire purchase price plus tax I will be more than happy to select a single bed and frame which is what I tried to do to begin withI would like clear instructions on how and when this credit will appear, so I can make this purchase, when this bed will be delivered and when the futon will be picked up by SlumberlandThe picture attached shows the imbalance of the futon when made into a bed
Final Business Response /* (4000, 9, 2015/04/09) */
We have mailed a reselection letter to the customer for the futon frame and mattressOnce the letter is received they can take it to their local Slumberland store to select their new merchandiseOnce the customer has selected their new merchandise, the store can schedule a date with them to return the futon and receive the new pieces
Initial Business Response /* (1000, 10, 2015/05/29) */
We apologize for the customers experience with the store and the service she has received thus farThe customer does have a full manufacturers warranty on her merchandise and our Customer Service department will be contacting her to assist her
with the problems she is experiencing with her merchandise
Initial Consumer Rebuttal /* (3000, 12, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still would like my sectional to be repaired as I was promisedThey have sent out the tech to repair it once - but they refuse to send out the parts needed to fix the switchesThe tech from the repair service has told me they are waiting on Slumblerland to send the switchesOnce I receive those switches I am to call the tech and schedule the repair dateThe Slumberland customer service representative that I spoke with on the phone has said - they will not send the switches and it will not be repaired, as there is nothing to repair! This man made up lies about trying to make contact with us, stated I did not have a warranty, and told me to do what I wanted to doI will wait to hear from Slumberland regarding this issue, as no resolution has been offeredSatisfaction Guaranteed is on the receipt but, this customer remains very unsatisfied with the experience of purchasing furniture from Slumberland in Joplin Mo
Final Business Response /* (4000, 14, 2015/06/02) */
The customer has an open claim through our Service CenterOn 05/29, a representative attempted to contact the customer to review the claim and options to get it resolvedThe customer was not available at the timeA message was left with another woman at the number who said she would pass the message along to the customerThe customer does have a warrantySlumberland is working to get these issues resolved for her
If the customer would like to discuss this further, she can contact our Service Center at *** #Anyone there will be able to review her ongoing claim and provide a status on it
Initial Business Response /* (1000, 5, 2015/07/06) */
On 01/29/2015, customer picked up La-Z-Boy recliners, total with tax $Early May customer called with fabric issueWe asked them to bring to us one of the chairs for inspectionWhen they brought in the chair we immediatly noted the
pet hairs and obvious matting of the fabricI pulled one inch threads out of the fabric (not a handful) which we still have along with a cleaning pad used to clean one arm only that is full of soiling and pet hairWe asked La-Z-Boy for a report of any claims against this fabric, all colorsThey reported back to us that there were no claimsWe advised the customer to contact LZB directly as the problems they experienced were not warranty relatedResponse from LZB was the sameLZB as a customer courtesy offered the customer replacement cut and sewn fabric plus $good toward labor to re-upholster the chairsAs a customer courtesy, we offered half of what they paid toward new chairs of their choiceCustomer refused both offersLZB has on file where Mrs *** claims damage was done by her by jewlery, never mentioning the pet damageLZB warranty card states "Warranties are voided by evidence of excessive soiling, improper cleaning or treatment, abuse, etc"In the last correspondence with the customer, we stated that we never pulled a "handful" of fibers, that we have the cleaning pad that shows the soiling, and that there is no nap loss, only soilingWe listed three options..1) clean the chairs and they should last for a longtime.2) take our offer of half what was paid toward new chairs3) take LZB's offer of replacement fabricThey chose none of the aboveIt is our contention that the damage done to these chairs was done in the customers home, by themThey are totally responsable for the condition the chairs are in
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fabric is under warranty for one yearThe fibers in the fabric can be pulled out without any resistanceClothing and residential use causes the fabric fibers to come outThere is evidence of nap loss after only months of residential use
The store and manufacturer refuses to honor the warranty as described at the time of purchaseInstead they want us to spend more money to fix a problem that is covered under warranty
The chairs are not excessively soiledThe store manager pulled long threads out - I would estimate the threads being inches in length and he pulled much more than threadsThis was witnessed by my husband and me
We should not have to take a 50% loss on these chairsThe manufacturer and business should honor a warranty and provide either a full refund or a $store credit
Final Consumer Response /* (3000, 17, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The franchise store refuses to replace the two chairs and honor the warrantyThe fabric is defectiveThreads continue to be lost causing nap loss - this flaw is covered under the manufacturer's written warranty
Thread loss is occurring under residential use
Please honor the warranty, replace the chairs or refund the purchase price of $
Final Business Response /* (4000, 19, 2015/08/04) */
Both the store and the manufacturer of the furniture have determined the piece is not defectiveWe will not be offering anything further to this customer
Initial Business Response /* (1000, 5, 2015/09/30) */
The customer purchased the dresser at a clearance store AS IS at an almost 50% discount off the retail price. The salesperson did inspect the dresser with the customer as best they could in the space available. It is unfortunate they weren't...
able to inspect the bottom of the dresser prior to the delivery. Due to the unknown damage, we have voided out the customer's order and will be giving her a full refund for the dresser.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response. I hope to see a refund to my account soon. Thank you for resolving this to my satisfaction.
We apologize the customer is dissatisfied with their recliner. Slumberland has dispatched two separate technicians to the customer’s home to inspect the recliner. Both technician’s completed a thorough examination of the chair. Each made the independent determination that the...
issues were caused by normal wear and tear and were not defects in the manufacturing. We are willing to offer the customer a one-time reselection of the recliner as a courtesy. We will not be able to offer her the requested refund. The customer will be receiving a letter via email with her reselection credit. She can take the letter to her local Slumberland store to select something new to replace her current recliner.
Initial Business Response /* (1000, 6, 2015/09/24) */
I contacted the customer on Tuesday morning 9/22/15 regarding her issue. She sent me 3 pictures showing a board sticking out of her frame which would be a manufacturer's defect. She also stated that it was sticking out in the same spot on both...
sides of her loveseat and that there was a hole starting on the board that was sticking out on the right side facing. Slumberland furniture guarantees 90 days of free service on merchandise with manufacturing defects. After 90 days, any applicable delivery and service fees will be charged. See attachment. Our policy is also on slumberland.com. The customer received her loveseat on 5/5/15. I spoke with the customer on Tuesday afternoon after I was able to review the pictures and check with the manufacturer to see if they had any labor warranty. With Hughes furniture they cover the frame, springs, and recliner mechanism on parts only for 1 year. They also cover fabric, cushions, fiber stuffing and parts for 1 year. They do not cover any labor. I told her the facts of Slumberland's policy and the manufacturer's warranty and I would need to call her back on Thursday evening to see what I could do for her and to see how big or small of an issue this would be. I needed to show our technician her pictures so I could give her a more accurate estimate. Our technician is here every Thursday evening to fix or give estimates on any issues that we are having. He is employed by Vinyl Solutions out of Columbus, NE. The manufacturer will replace the fabric on the right side facing at no charge but the labor to replace the fabric and fix the frame issue will be $40-$60. If she would be able to drop off her loveseat, that would be the only charge. If she needs us to pick it up and deliver it back it would be an additional $50.00. We normally charge $70.00 to pick up and deliver back. We are in her area every other week to pick up and deliver back. Regarding her first issue that she had with her sofa, the customer admitted to pulling off her manufacturer tags instead of cutting which caused a hole in the fabric. As a courtesy, we compensated her $50.00. Regarding the 5 year protection plan, it is accidental furniture protection. It protects her furniture from cuts, rips, tears, burns and stains from a specific incident. This furniture protection does not cover manufacturer's defects or frames. She would have received her policy in the mail from Montage (5 year protection plan) that states what is and is not covered. See attachment.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept thier response because I dont feel it is a manufacturer defect. The board I am talking about is the block of wood that the back leg screws into. Maybe I should have worded it differently in my complaint. I explained this to Leanne on the phone before. The issue is the fabric is being ripped by the board (block of wood). This is happening because my son fell into it, and got scraped on the sharp corner of it. The fabric on the side is the only thing that needs to be fixed. That should fall under the protection plan. In the response, she stated that I told her that it was sticking out on the other side in the same place. That is not what I said. I told her that there was the same board in the same place on the other side of the loveseat (where the leg screws into it). I told her I could feel the sharp corner of it on the other side as well, not that it was sticking out. The side of my loveseat is out in the open, and was not damaged before my son fell. I believe him falling into it is what pushed the fabric loose. The photos I sent her show the "saggy" fabric on the side where the board is poking through.
A second thing that is incorrect on her statement is about the first issue I had with the loveseat. She states that I told her I ripped it off instead of cutting it off. I did not. The tags were not on the loveseat. I believe they got ripped off during delivery.
The loveseat does not have a defect. The boards are there like they should be.
Final Business Response /* (4000, 10, 2015/10/05) */
The reason why I didn't consider her issue a furniture care issue was because she claimed a sharp edged board was poking out of the side of her loveseat which caused the tear. In her first response she stated that she needed to put a boom case in front of it because she was afraid one of her boys is going to get seriously hurt by it and it was dangerous. In her last statement on the last line, she states "The loveseat does not have a defect. The boards are there like they should be." If this is correct, if the customer would like to try going through furniture care, I suggest that she call me first so I can go through the furniture protection with her. I am not certain they will cover it. We suggest that if she does have a sharp edge that she contacts us to get it taken care of as soon as possible. Our statement in our first response still stands with what our warranty is through the manufacturer and slumberland furniture.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund for several reasons. Today is day 90 since the recliner broke and I don't care to continue doing business with a company who handles their customer complaints so cavalierly.
Both repairmen that visited my house said that these "wide" recliners are not manufactured well. The frames are glued and stapled instead of screwed together. I have no confidence that the replacement chair will be any better and given my experience with the Slumberland service organization I have zero confidence that any repairs will ever be made.
I have had to miss work 3 times for service appointments, I have spent countless hours on the phone following up with the service department and have now had to file complaints with the Revdex.com and my credit card.
The only settlement I find acceptable is a full refund.
Initial Business Response /* (1000, 5, 2015/07/27) */
We apologize for the delay in the customer receiving her furniture. The merchandise she ordered on July 22, 2015 is in route from our warehouse to the store. It is currently scheduled to arrive there for her to pick up on July 28, 2015. If...
the customer is not satisfied with this time frame and wishes to cancel her order, she can contact the Shakopee store at[redacted]. It is Slumberland's policy that all payment made by cash or check are refunded via check. This policy is outlined in our Thank You brochure which is given to all customer's in the store when a purchase is made:
"Cash and check payments will be refunded by check a minimum of 10 days after Slumberland's receipt of your initial payment."
We appreciate the customer's feedback regarding her overall experience with the store. Her concerns have been forwarded to the appropriate parties and will be addressed, as needed.
Initial Business Response /* (1000, 6, 2016/01/06) */
We apologize for the frustration the customer regarding the time frame for delivery of their order. The customer's entire order is not in stock at this time. There are several pieces which are in stock and have been scheduled for delivery on...
01/10/2016. The console is scheduled to arrive in approximately 01/12/2016 and one of the dining sets is scheduled to arrive in approximately 01/11/2016. Once the console and second dining set are in stock, we will contact the customer to schedule a delivery date. If the customer would like to select a different dining set which is in stock at our warehouse, we would be happy to deliver it to them on our next available delivery date.
Initial Consumer Rebuttal /* (3000, 8, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been told for two weeks now that the items will be delivered. We are close to one month from the time of purchase and the story stays the same. Delayed shipments, damaged items, etc. I continue to ask Slumberland to fulfill their obligation as I paid the taxes and delivery charges nearly one month ago......and 15 of the 17 items I paid for have not arrived. Please stop promising to deliver the furniture and actually do it.
We apologize if there was any confusion regarding the details of the coverage offered by the protection plan the customer purchased. We try to be as clear as possible regarding the specific coverage details offered by the protection plan. The coverage details are outlined in a pamphlet...
giving to the customer at the time of purchase. The specific plan coverage details are also mailed to the customer once a plan has been purchased. If, at any time after the plan is purchased, a customer is dissatisfied with their protection plan, they can contact the plan provider, Furniture Care, at ###-###-####. Furniture Care will be able to review with the customer the cancellation and refund options available to them. The furniture was delivered to the customer on March 18, 2016. As it has been in their home for almost two years, we are not able to offer them a refund for the furniture. Our Service Center can provide the customer referrals to technicians in their area who can be contracted to inspect/repair the furniture. This would be done at the customer’s expense as their manufacturer’s warranty has expired. If the customer would like to obtain a list of local technicians, our Service Center can be reached at ###-###-#### option 1.
We apologize for the customer’s frustration. The store manager has been in touch with her and they have worked out an amicable solution. If the customer is still experiencing issues, she will need to contact the St. Cloud store manager at ###-###-####.
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.
We apologize the customer is unhappy with her sectional. The original issue with the piece was reported on March 27, 2017. An independent furniture technician was sent to inspect the sectional and it was determined that the pilling was excessive. An exchange was authorized on...
April 12, 2017 for a new sectional. The customer contacted Slumberland again on June 19, 2017 and reported pilling on her sofa. Slumberland authorized another independent furniture technician to inspect the piece. The sofa is a light off-white fabric and it was found that the pilling that had occurred was dark brown believed to be from another source such as a blanket. This information was sent to our Customer Service Department for review and the Customer Assistance Manager authorized for a second opinion and another technician was assigned for inspection. On July 10, 2017 we received the technician report from the final inspection. The report states that there is some pilling, however, it is within the normal standards for the fabric on this sectional. Again, we apologize for the frustration and the customer’s dissatisfaction with her sectional. Slumberland has replaced the sofa and had two additional technician inspections which have determined the current pilling to be normal as per manufacturer standards. Slumberland is unable to process a refund for the customer. If she has additional questions or concerns she may contact ###-###-#### option 1.
I am rejecting this response because:
There would "not" be an insurance issue if the store would have been honest from the start. I was told that if I took out the insurance it would be covered. I would not have have bought a sofa with an air mattress if they would have been honest. Nothing was said that the mattress was covered for a year, she said "5" years. I feel I "already" paid for a mattress when I bought the sofa.It would be like buying a new vehicle and the transmission blew and you were told "you" have to pay to replace it when you have a warranty.If they cannot take care of a mattress issue, they could come get the sofa and issue me either a full refund or replace the sofa.
We apologize if there was confusion regarding the customer’s plan coverage. The protection plan the customer purchased is an accidental/incidental damage plan. It does not cover manufacturing defects. In the customer’s complaint, they are stating there are issues with the leather...
peeling and later stated the leather is scratched. The manufacturer’s warranty covers leather for two years. If there is a manufacturing defect in the leather which is causing it to peel, the leather itself would be covered through October 9, 2017. We would ask that the customer calls our Service Center at ###-###-#### option 1 to file a manufacturer’s warranty claim on the leather if they believe it is defective. However, if the issues the customer has experienced are the result of an accident which caused damage to the leather, they would need to address that with the protection plan provider, Furniture Care, by calling ###-###-####. Furniture Care can review the customer’s warranty coverage and file a claim, if the issues are covered under the plan the customer purchased. If the issues are not covered under the customer’s plan, they can discuss a refund of their plan purchase directly with Furniture Care.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this still pending resolution would be satisfactory. I’ll update once the pickup has completed.
Initial Business Response /* (1000, 5, 2015/07/16) */
The store manager has reached out to the customer via email to discuss her concerns. If the customer would like to review her complaint further we request she either reply to the store's email or call Roxanne, the store manager, at...
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from the business because Roxanne, the store manager has refunded me less than what I have paid for. She itemized for me, the mattress set was $1079.99 (without taxes). Her itemized refund for same mattress set is $974.22.It's all down in writing so I don't know how she figures. I can't talk to her because she is very argumentative. I would like this resolved.
We apologize the customer is dissatisfied with their sofa and loveseat. A furniture technician was dispatched by Slumberland to the customer's home in late February 2016 prior to the expiration of their warranty in March. The technician determined the sofa and loveseat were showing signs...
of wear consistent with normal use. There were no defects present during his inspection. Our Service Center reviewed the technician's report. It was determined, based on the photos provided and the report of the technician, there were indeed no defects present and no further service was warranted.This was communicated to the customer at that time. Slumberland's Service Center did not hear from them again until receiving a complaint notice from the Revdex.com in November. Slumberland works with an independent technician company, Furniture Pro Solutions. They specialize in leather repair and can perform touch-up to normal wear spots on leather. If the customer would like to contact them, they can be reached at ###-###-####. We are willing to offer the customer a $250 credit to assist them in obtaining an outside service. We will not be able to offer anything additional as there are no defects present and their manufacturer's warranty ended in March 2016.
Initial Business Response /* (1000, 5, 2015/09/17) */
We apologize for the issues the customer has experienced. We have an exchange set up for the customer's dining table. It is currently scheduled to be delivered with the customer's fireplace order. The delivery driver will be picking the...
mattresses as well as assembling the bench while they are there. The customer and her husband have spoken with the store manager to review their experience. The store manager has offered them a gift card for their inconvenience which Mr. [redacted] has chosen to pick up at the store rather than having it mailed.
If the customer has any further questions or concerns, she can contact the Shakopee store at [redacted].