We apologize for the issues the customer has experienced with their loveseat. Our Service Center does have a claim open to have another independent technician out to the customer’s home for a 2nd opinion. If the technician determines there is a defect present, they will complete any...
necessary repairs, if possible. If the technician is unable to repair to the customer’s satisfaction, replacement parts will be ordered or an exchange will be authorized at the discretion of our Service Center.
We apologize the customer is unhappy with her recliner. The customer contacted our Service team on January 29th regarding her issues with her recliner and an independent furniture technician was scheduled to inspect the furniture. On February 14th the customer sent us an email outlining...
the same concerns as were reported to the Revdex.com and the email was forwarded to our Service team. The technician was scheduled to inspect the furniture on February 16th. Once the report has been received our Service team will evaluate and respond accordingly to the findings. The customer has requested a refund, however, as per Our Guarantees as outlined on our website (https://www.slumberland.com/furniture/content/guarantees) and printed on the back of each customer receipt, the customer is 5 months outside her return window so a refund is unable to be issued. The customer is still within her 1-year manufacturer warranty and the appropriate steps are being taken to inspect the furniture and if deemed to be defective the customer will be offered an exchange or reselection as per policy. If the customer has further questions regarding the warranty process she may contact ###-###-####.
I am rejecting this response because: First of all, I appreciated the good will of Slumberland to try to make this right;The only reason that I am rejecting the business response is because I need to make sure that the repair is going to be done well (please see pictures of what the previous technician did)Based on the poor job that the first technician did, it will take a few hours to do this repair right. I know that this third party providers are paid in an hourly basis, and, they need to complete the job in a certain amount of time, otherwise the lose money or if they rush the job through, they can make money !!!When I bought this piece, I paid $3150, and I strongly feel that my money is worth every penny, and I cannot jeopardize to lose it all because the pieces are not going to be repaired adequately. When I mean adequately, I mean that they need to open the faux leather on the back of the recliner, to refill the back with the foam, patch the area that was cut open by the previous technician who never sewed back, and perform a good sewing job so I will not have the same issue in a few months. In the same way, they need to remove the tacks from the back of the chaise bed so they can have access to the hole that the previous technician did, patch the hole, and do a good sewing job to avoid having issues again. If an adequate repair is going to be done, I am more than glad to accept the business response. As the business emphasize on their response, it is going to be one time repair, and I need to make sure that is good one; otherwise, I will lose my money that invested on this sectional.FYI: The Slumberland department in charge of honoring the warranty contacted me to arrange a technician to come to fix the two pieces. I accepted the call, and I explained everything to the person that I talked to regarding the poor job that the previous technician did. I consider important to let the business know what my expectations are before accepting their response through the Revdex.com. Thanks,
Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for any confusion regarding the delivery date for the customer's order. When the purchase was made the order was not scheduled for delivery. The store manager spoke with the customer while she was viewing the sales receipt and...
confirmed that it was set for a generic delivery date, not 12/04/15, as was stated in her complaint.
The order was coming from our warehouse. As soon as it arrived in our warehouse from the manufacturer, we attempted to contact her to schedule a delivery date. We were not able to get a message through. The customer, Patti, communicated to the store manager that the customer's phone was not hooked up at that time .
The store has since been in touch with the customer and schedule a delivery date with her for this week. We apologize for any frustration, but we are not able to get the recliner to the customer any sooner than the agreed upon delivery date of 12/10/15.
Initial Business Response /* (1000, 5, 2015/07/28) */
We apologize for the issues the customer has experienced with their sofa and loveseat purchase. Unfortunately when the customer made his purchase we did not have a loveseat in stock at our warehouse. Since this set is manufactured in China it...
does take time for the furniture to be made and shipped overseas. There was a delay in the customer receiving his loveseat as a result of this. As the customer stated he was given compensation for this delay when his first complaint was filed.
When the loveseat arrived on February 26, 2013 one of the electrical switches did go out. As soon as Slumberland was notified of the issue a technician was dispatched to inspect it and replacement parts were ordered.
On January 8, 2015 the customer called the extended warranty company, [redacted], to file a claim. They stated their children were doing school projects on the sofa and caused damage with a scissors. [redacted] has been working directly with the customer to get this taken care of since. We understand the customer is frustrated with their extended warranty plan purchase and subsequent service. To obtain a pro-rated refund of the extended warranty purchase, the customer can contact [redacted] directly at [redacted].
The manufacturer's warranty on the leather covering expired on 12/22/13 on the sofa and 02/26/14 on the loveseat. We will not be able to offer any service as the customer is outside of their manufacturer's warranty coverage period.
We will honor the partial refund offer made by the store manager. If the customer would like to accept the refund offer, he will need to contact the manager at the Ramsey Slumberland store. The number there is [redacted].
Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for contacting Slumberland. When we received Mr. [redacted]'s complaint regarding possible delivery damage to his property. Mr. [redacted] stated that the damage allegedly occurred on December 11th, 2015 and it was reported to Slumberland on...
December 14th, 2015. Mr. [redacted] stated that he was not present for the delivery, but two adults and a small child were present. The investigation was immediately turned over to our insurance provider, as his claim exceeded our threshold for resolution without an investigation.
Slumberland's insurer, Gallagher-Bassett, contracted with a neutral, third party to conduct the investigation. Once the claim was initiated, an inspection of the customer's home was conducted by the neutral party, the claimant was interviewed, and the delivery team was interviewed.
The three delivery team members were interviewed separately. Each team member provided consistent statements. They stated that when they arrived in the home, they observed a Blu-Ray player and other electronic items on the floor in the center of the room. They stated they explained to the adults present that the clutter would need to be cleared to another area in order for them to place the sectional in the house. The drivers stated they took the clutter from the center of the room, and placed it in the corner, by the television. The delivery employees stated they exited the house and re-entered with the sectional, and had to place it in the center of the room. The delivery employees stated they did not move the sectional to another location because there was too much clutter in their path to move it further. They stated, they then exited the home, and the adults present said nothing about damage to the television or any other property. The drivers left without incident, however, three days after the delivery Mr. [redacted] called to report the damage, alleging Slumberland was responsible.
The third party investigator then conducted an inspection at Mr. [redacted]'s home. In their report, they stated, observed that the television was still on the ground when they arrived at the home, and there was a hyperactive puppy in the home, and the dog was in the same room as the television. The investigator inspected and photographed the television, which was located on the floor, in the corner of the room, the same place the drivers stated it was when they made the delivery. The investigator stated that the family, which included two adults and a small child, reported that they saw the delivery team using small tools to open boxes. However, during the interview with the investigator, they did not state that they witnessed the team scratch the television with the tools. The investigator stated they observed electronics in front of the television, however they were not damaged. The investigator noted that the area where the sectional was placed was approximately 6-8 feet away from the television, and the delivery team wouldn't have had to walk near the television to place the sectional in the center of the room. The photographs from the investigator show multiple scratches, some which appear to be "s" patterns, and they were from the top to the bottom of the television. These scratches clearly would have required multiple points of contact, yet nothing was mentioned by the claimant's family at the time of the delivery.
In Mr. [redacted]'s initial statement to the investigators, he stated that he "believed" that the damage was the result of the delivery team, however he was not present for the delivery. It was only after the investigation was concluded did Mr. [redacted] change his statement to say that his family had witnessed damage. He stated in an e-mail "the delivery guys (who did not even bother to take their dirty shoes off btw) swinging their arms around, with sharp objects right in front of my brand new tv".
Slumberland's insurance company sides with the customer in more than 90% of claims, however this investigation clearly showed that the delivery team was not responsible for the damage, and therefore was denied. We believe that this was a fair and honest investigation and we maintain that we were not responsible for the multiple scratches on Mr. [redacted]'s television.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted slumberland the same day the incident took place. Via email right from their website and left a message because it was Friday evening and all I got was a voicemail. Once again the explanation is baseless. Why would having a bluray player on the floor have anything to do with scratching a tv??? People present at home. My parents and stepdaughter who is 15 saw delivery guys right next to the tv with sharp tools used to open the plastic that was over the couch. Did anyone really expect these delivery guys to admit to hitting the tv? Are we al in the 1st grade? This is as bad as it gets. I can certainly do extra work and prove that both email and a phone call to slumberland was made the very day the couch was delivered. This further shows how little effort was put into this matter by the slumberland team. Please respond ASAP
Final Business Response /* (4000, 9, 2016/01/19) */
We are sorry that Mr. [redacted] is upset with the outcome of the insurance company's independent investigation. We would like to stress that our insurance company sides with customers in more than 90% of claims, however when there is significant evidence that damage was not caused by Slumberland, claims are turned down. We have provided Mr. [redacted] with the contact for the insurance adjuster, and because of agreements with our insurance company, all communication must be directed to them.
I am rejecting this response because: you lied to me about what was covered and told me what I wanted to hear so I would spend money. So you lied and cheated me out of my money.
I am rejecting this response because:
This is the third time in the first six months of use that the footrest fell off. What is to prevent it from happening again? I have stated from the beginning that the comfort issue is a design flaw not a manufacturing defect and funny that you are no longer selling this chair. There is no padding under the first inch of the footrest where the leg rests. See attached photos. I was told by the rep at your office that you did not even have an obligation to reattach the footrest and that I would have to sue to get it done. I am extremely unhappy with Slumberland at this point and the lack of service and have no desire to do any business with them in the future.
The customer called our Service Center on May 6, 2015 to report a potential defect in her mattress. We advised she could complete a self-inspection via email or a technician could be dispatched to the customer’s home for a $35 inspection fee. The customer chose to complete a...
self-inspection and was given our email address to send photos of the defects, etc. We show no record of photos being received from the customer. On May 31, 2016 the customer called in again to file a claim on her mattress. She was offered the same options of completing a self-inspection or having a technician out to her home to complete the inspection. She indicated she would like to have an inspection packet mailed to her home. On June 7, 2016 the customer called the Service Center stating she had not received the self-inspection packet. Since she had not received the packet through the mail, we offered to send the inspection to the customer via email which she accepted. Today, June 21, we received the customer’s self-inspection packet. Unfortunately, we were not able to see a defect present in the photos the customer provided. Due to the delay in getting the claim resolved for the customer, our Service Center offered to send out a technician at no charge to inspect the mattress. He has an appointment scheduled to visit the customer’s home on June 28 which was the soonest available appointment. Our Service Center is currently reaching out to other local technicians to see if anyone is available to get to the customer’s home sooner than the 28th. We will contact the customer if we are able to get someone out to her home an earlier than the current appointment. Once a technician has completed their inspection we will be in touch with the customer to review their results. If the mattress is deemed defective we will work with the customer to get a replacement mattress to her as soon as possible. We are not able to offer a replacement mattress until it has been determined there is a defect present.
We apologize for the issues with customer has experienced with her furniture. A technician has been dispatched to the customer’s home to inspect the sectional. If they are unable to repair it to the customer’s satisfaction we will gladly replace the sectional.
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. They have reached out to me and admitted they failed and have no way to "right" the situation.
We apologize the customer is unhappy with her mattress purchase. The customer contacted our Service Center on April 14, 2017 reporting that her mattress was sagging. A technician inspected the mattress on April 22, 2017 and the report (see attached) states there is no significant...
measurements to qualify for a warranty exchange. The tag on the mattress (see attached) indicates that it was manufactured on March 16, 2017 and the customer’s delivery occurred on March 22, 2017 which indicates the mattress was new when the customer took possession. Slumberland’s guarantees, as listed on our website and also printed on the back of the customer’s receipt, states that mattresses do not qualify for refunds, however, exchanges may be granted provided the mattress meets the manufacturer warranty guidelines of a 1.5” sag or greater (see attached for Simmons warranty information). Slumberland is unable to refund the customer for her mattress as there is no evidence indicating a defect. If the customer experiences an issue that falls within the manufacturer’s warranty she may contact ###-###-#### option 1 and her claim will be reviewed accordingly.
Thank you for contacting Slumberland. After contacting the independent protection plan provider, Furniture Care, we were able to verify the customer's concerns and we brought this issue to the attention of the protection provider. The protection provider has authorized an exchange for the...
customer’s merchandise because of the failure to resolve the issues in a timely fashion. We apologize for this experience, and we appreciate the customer bringing the matter to our attention so Slumberland could research her concerns. We appreciate her business, and she will be contacted shortly by the independent protection plan about the authorization for exchange.
I am rejecting this response because: First and foremost, Slumberland is flat out lying. This the same response for all the many others complaints against them. ( See the internet) Within 6 months,they've sent 3 different technicians. After the first technician- the sectional was replaced. Approximately two months later, the second technician is called, and I never heard back from them, then I contacted them again, and the third technician was sent to my home. The third technician said "it's the fabric, and no matter what I did, I would get the same results. Slumberland does not want to admit that the fabric is cheap and does not hold up any more than 2 months , hence having to have three technicians for the same piece of furniture . And to blame a blanket is definitely reaching. The fuzz balls are every where now, and a blanket has NOTHING to do with it per the technicians. I contacted the Attorney Generals Office and I will also take them to small claims court if necessary. They have so many complaints, yet they continue the same practice, selling furniture that does not hold up, then hide behind technicians. I have paid the debt in full, and since reviewed countless complaints where Slumberland has exploited their customers. On top on everything else, now I find that they are liars. I just want to to be fair, they are not! I want my hard earned money back, and I want them to discontinue the WAKE COLLECTION. The piece looks and feels great, but the quality is poor and they charge $1799-$2000 for a piece that they refuse to stand by. I will sue them in court if they do not give me my refund. I did not work hard to have a sectional that only holds up and look new for two months. I will also contact social media about their total lack of respect. This has got to STOP! Thank you for your time
I am rejecting this response because:Our complaint is that the furniture that we received is not the same as the furniture we were shown in the store. We were given incorrect and misleading information at the time of the sale. We did not realize this until the paint on the buttons started to come off and the paint on the leather started to peel off. The technician sent by Slumberland told us that the leather was painted. This same technician also told us that he was doubtful that Slumberland would provide any compensation but that I would be notified. We never heard back from Slumberland or the Technician. Our furniture continues to accumulate more areas where the paint is coming off. Since we had not heard back from Slumberland, we decided to file our complaint with the Revdex.com. In follow up to Slumberland’s response to our complaint, I decided to visit the store and get additional documentation regarding the furniture we had purchased. I visited the Lincoln Ne store today (11/30/16) at [redacted]t. The store still has the same furniture on display that they did when we purchased the set. The sales person that I visited today told us very similar information that we were provided when we originally purchased the set. I verified that the furniture in the store is the same that we purchased by comparing item numbers to my receipt and I took pictures for documentation. As stated in our original complaint, the furniture in the store does not show the same signs of use that our set does. It does not have paint coming off the buttons and the leather still looks great with no pealing, discoloration or paint coming off of the leather. The couch in the store has been there for ten years (as stated by Kim [redacted], Slumberland Sales Associate), and is in excellent condition. I recorded my conversation that I had with Kim [redacted] and asked her about the leather furniture. I asked her about the quality of the furniture she said “The highest quality, honestly, it is top grain 100% leather……..where your sitting, where your hands are touching ” I asked her how long will this furniture hold up. She said “the sofa we are looking at is 10 years old.” I asked her if this is the Kingston Chesapeake Oak furniture. She said, “yes it is.” In reference to the age of the furniture she stated “as you can see they look better …… when you sit on it, your oils from your hands goes into the leather and actually makes it a little bit more richer…..” Then I asked her do I have to worry about the couch pealing. She said “no not with 100% real leather “. I asked again and she said “nope, nope” . Then I asked what about the buttons, do I have to worry about the paint coming off. She said “ no, absolutely, that’s all the way through and as you can tell, that has held up really well”. I asked if this was painted furniture or painted leather. She said “actually stained right into it, all the way through……in fact if you flip it to the back side leather, the back side leather is even the same color”. I said so this is stained leather not painted leather. She said “right”. In regards to your offer to repair the furniture, we do not feel that repairing the furniture is appropriate compensation for selling us a product that was, and continues to be misrepresented by your company. We did not want painted leather or painted buttons. We would like a full refund for the couch, loveseat and chair.
Mr. [redacted] purchased a Simmons Mattress Set on Feb 7th of 2015 from our store in Amery, WI. At the time of purchase he declined the mattress pad which would cover any warranty that Simmons would not if the mattress became stained. It is stated clearly on his sales slip that he declined...
the matt pad. He called our store and said he was having some warranty issues with the mattress so we sent someone out to inspect it to see what the defect is. The bed does have a defect but is extremely stained. The customer is not disagreeing that it is stained but still wants the warranty covered. We explained to him that it is Simmons policy that if a mattress is stained they will not cover the warranty and that is one of the reasons that we offered the mattress pad at the time of sale. If he had purchased the mattress pad his warranty would have been covered by the mattess pad company. He also has an issue with the boxspring and we did tell him that it would be warrantied because there is no stain on the boxspring. He does not want to hear what we are saying and wants to have everything replaced. Today we will be contacting him to let him know again that the boxspring is covered and we will replace it and also that we will offer him credit back on half of the mattress price which will be $197.49. Thank you,Mark [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
We apologize for the issues the customer has experienced. The customer did pay a $65 delivery fee. When his lamps were damaged, the store did have the customer pick up replacements rather than having them delivered. Due to this inconvenience,...
the store has refunded the customer for the lamps.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My account was refunded the total cost of the lamps.
Initial Business Response /* (1000, 10, 2016/03/04) */
At Slumberland Furniture all mattress warranties are handled the same way. A customer is told they are required to provide photos of the defect, proof of purchase, law tag still on bed, and free from any stains at all. Any type of stain voids...
the manufacturer warranty (per manufacturer not Slumberland). This is made very clear to every customer. When the customer talked to their sales associate and he told them of all the requirements they told him that when they launder their sheets their dog gets on the bed and "piddles". They also said they have a friend who is a professional cleaner so they will take care of it. When the delivery service was there to make the exchange the mattress was stained and pictures were sent to the store manager and the exchange was denied. This was explained to the customer and was proven by the photos taken.
Dan [redacted]
Manager
Please respond with confirmation.
Initial Consumer Rebuttal /* (3000, 12, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we purchased this mattress, Patrick(our sales associate), went over all the differences between mattresses on floor models and answered our questions. At no time, was any explanation offered of the warranty. My wife asked if Slumberland carried any mattress pads that were leak proof. In the past we had an issue with our dogs wanting to piddle on the bed when we weren't there. He explained that they did in fact offer a pad that was not only leak proof, but bed bug proof, and kept any dead skin away from the mattress. NOTHING was said about a warranty and its clauses. Patrick sold us the mattress and the mattress pad and while paying for the products he did inform us that there was a 10 year warranty on the mattress, but other than that there were no other details of the warranty explained at that time and we did not receive any paperwork on any such warranty at the time of sale. If a warranty has so many requirements, shouldn't Slumberland be disclosing this at the time of sale?
Now a little over 2 years later I am having back problems due to the large dip in our FAULTY mattress so I had called Slumberland to inquire about the 10 year warranty. They gave us other requirements about how large the dip had to be before they replace it, once again something that was not explained at the time of sale. Fortunately, the dip was large enough to replace so we took photos to the store for the manager to look at. They agreed it was large enough to replace and we picked out an upgraded mattress because they no longer made ours.
On the day we picked out the new mattress, my wife did have a conversation with Patrick while shopping for the new mattress. Now keep in mind, my wife has had a voice issue for quite some time and cannot speak for very long periods of time, so my wife had asked Patrick for another mattress pad. The reason for that request was because we still have our 2 dogs and we sometimes forget to move the steps away from the bed before we leave for work. They then get up there and piddle. Yes, it has gone through our blankets and onto our sheets in a couple places, but the pad has ALWAYS been on the bed. She told Patrick that she wanted another pad so when we launder one we don't have to move the steps. Patrick did ask at that time if they had piddled on the bed. She told him that they had in fact piddled in 3 different spots about a half dollar in size, but we knew a friend that can clean it if was to get on the mattress. The dogs have NEVER piddled directly on our mattress without the pad being on the mattress.
It seems to us that the only time the requirements are "made very clear to the customer" is when the customers are trying to use their warranty on a defective mattress. As far as the pictures go, I still cannot see the discoloration they are alleging. I want my mattress exchanged and replaced!
Final Business Response /* (4000, 14, 2016/03/11) */
At Slumberland mattress warranties come attached to the side of every new mattress. We just explain the length of the warranty for the mattress because those vary between mattresses and brands. It was explained at the point when they were reselecting the mattress that it had to be free of stains. Any stain we would not be allowed and the exchange could not be done. They were aware of that as stated because they were going to have their friend clean it. The stain and discoloration was noticeable to both of our delivery drivers and in the photo sent to the store manager. We still stand behind the fact that it was made clear to them the circumstances and it is a manufacturer policy. The customer has already been refunded the difference they paid for making the exchange. The policy from the manufacturer is very black and white. Any stain no exchange.
We apologize the customer is experiencing issues with their sofa. The protection plan the customer purchased is an accidental damage plan and does not cover frame breakage. We are sorry if there was any confusion regarding the plan coverage prior to the customer purchasing it. We...
do try to be as upfront as possible regarding the specifics of what is and isn’t covered. The customer should have received a brochure detailing the protection plan coverage. If the customer would like to cancel their protection plan, they can contact the plan provider, Furniture Care, at ###-###-####. They will be able to review the cancellation and refund options available to the customer. The manufacturer’s warranty on the customer’s sofa expired May 27, 2017. Since they are just outside of the warranty period, we will be sending out a technician at no charge as a one-time courtesy to inspect/repair the sofa. The technician will be in touch with the customer soon to schedule an appointment directly with them. If the sofa is found to be defective, Slumberland will take care of any necessary repairs.
We apologize for the issues the customer has experienced with their loveseat. Our Service Center does have a claim open to have another independent technician out to the customer’s home for a 2nd opinion. If the technician determines there is a defect present, they will complete any...
necessary repairs, if possible. If the technician is unable to repair to the customer’s satisfaction, replacement parts will be ordered or an exchange will be authorized at the discretion of our Service Center.
We apologize the customer is unhappy with her recliner. The customer contacted our Service team on January 29th regarding her issues with her recliner and an independent furniture technician was scheduled to inspect the furniture. On February 14th the customer sent us an email outlining...
the same concerns as were reported to the Revdex.com and the email was forwarded to our Service team. The technician was scheduled to inspect the furniture on February 16th. Once the report has been received our Service team will evaluate and respond accordingly to the findings. The customer has requested a refund, however, as per Our Guarantees as outlined on our website (https://www.slumberland.com/furniture/content/guarantees) and printed on the back of each customer receipt, the customer is 5 months outside her return window so a refund is unable to be issued. The customer is still within her 1-year manufacturer warranty and the appropriate steps are being taken to inspect the furniture and if deemed to be defective the customer will be offered an exchange or reselection as per policy. If the customer has further questions regarding the warranty process she may contact ###-###-####.
I am rejecting this response because: First of all, I appreciated the good will of Slumberland to try to make this right;The only reason that I am rejecting the business response is because I need to make sure that the repair is going to be done well (please see pictures of what the previous technician did)Based on the poor job that the first technician did, it will take a few hours to do this repair right. I know that this third party providers are paid in an hourly basis, and, they need to complete the job in a certain amount of time, otherwise the lose money or if they rush the job through, they can make money !!!When I bought this piece, I paid $3150, and I strongly feel that my money is worth every penny, and I cannot jeopardize to lose it all because the pieces are not going to be repaired adequately. When I mean adequately, I mean that they need to open the faux leather on the back of the recliner, to refill the back with the foam, patch the area that was cut open by the previous technician who never sewed back, and perform a good sewing job so I will not have the same issue in a few months. In the same way, they need to remove the tacks from the back of the chaise bed so they can have access to the hole that the previous technician did, patch the hole, and do a good sewing job to avoid having issues again. If an adequate repair is going to be done, I am more than glad to accept the business response. As the business emphasize on their response, it is going to be one time repair, and I need to make sure that is good one; otherwise, I will lose my money that invested on this sectional.FYI: The Slumberland department in charge of honoring the warranty contacted me to arrange a technician to come to fix the two pieces. I accepted the call, and I explained everything to the person that I talked to regarding the poor job that the previous technician did. I consider important to let the business know what my expectations are before accepting their response through the Revdex.com. Thanks,
Initial Business Response /* (1000, 5, 2015/12/08) */
We apologize for any confusion regarding the delivery date for the customer's order. When the purchase was made the order was not scheduled for delivery. The store manager spoke with the customer while she was viewing the sales receipt and...
confirmed that it was set for a generic delivery date, not 12/04/15, as was stated in her complaint.
The order was coming from our warehouse. As soon as it arrived in our warehouse from the manufacturer, we attempted to contact her to schedule a delivery date. We were not able to get a message through. The customer, Patti, communicated to the store manager that the customer's phone was not hooked up at that time .
The store has since been in touch with the customer and schedule a delivery date with her for this week. We apologize for any frustration, but we are not able to get the recliner to the customer any sooner than the agreed upon delivery date of 12/10/15.
Initial Business Response /* (1000, 5, 2015/07/28) */
We apologize for the issues the customer has experienced with their sofa and loveseat purchase. Unfortunately when the customer made his purchase we did not have a loveseat in stock at our warehouse. Since this set is manufactured in China it...
does take time for the furniture to be made and shipped overseas. There was a delay in the customer receiving his loveseat as a result of this. As the customer stated he was given compensation for this delay when his first complaint was filed.
When the loveseat arrived on February 26, 2013 one of the electrical switches did go out. As soon as Slumberland was notified of the issue a technician was dispatched to inspect it and replacement parts were ordered.
On January 8, 2015 the customer called the extended warranty company, [redacted], to file a claim. They stated their children were doing school projects on the sofa and caused damage with a scissors. [redacted] has been working directly with the customer to get this taken care of since. We understand the customer is frustrated with their extended warranty plan purchase and subsequent service. To obtain a pro-rated refund of the extended warranty purchase, the customer can contact [redacted] directly at [redacted].
The manufacturer's warranty on the leather covering expired on 12/22/13 on the sofa and 02/26/14 on the loveseat. We will not be able to offer any service as the customer is outside of their manufacturer's warranty coverage period.
We will honor the partial refund offer made by the store manager. If the customer would like to accept the refund offer, he will need to contact the manager at the Ramsey Slumberland store. The number there is [redacted].
Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for contacting Slumberland. When we received Mr. [redacted]'s complaint regarding possible delivery damage to his property. Mr. [redacted] stated that the damage allegedly occurred on December 11th, 2015 and it was reported to Slumberland on...
December 14th, 2015. Mr. [redacted] stated that he was not present for the delivery, but two adults and a small child were present. The investigation was immediately turned over to our insurance provider, as his claim exceeded our threshold for resolution without an investigation.
Slumberland's insurer, Gallagher-Bassett, contracted with a neutral, third party to conduct the investigation. Once the claim was initiated, an inspection of the customer's home was conducted by the neutral party, the claimant was interviewed, and the delivery team was interviewed.
The three delivery team members were interviewed separately. Each team member provided consistent statements. They stated that when they arrived in the home, they observed a Blu-Ray player and other electronic items on the floor in the center of the room. They stated they explained to the adults present that the clutter would need to be cleared to another area in order for them to place the sectional in the house. The drivers stated they took the clutter from the center of the room, and placed it in the corner, by the television. The delivery employees stated they exited the house and re-entered with the sectional, and had to place it in the center of the room. The delivery employees stated they did not move the sectional to another location because there was too much clutter in their path to move it further. They stated, they then exited the home, and the adults present said nothing about damage to the television or any other property. The drivers left without incident, however, three days after the delivery Mr. [redacted] called to report the damage, alleging Slumberland was responsible.
The third party investigator then conducted an inspection at Mr. [redacted]'s home. In their report, they stated, observed that the television was still on the ground when they arrived at the home, and there was a hyperactive puppy in the home, and the dog was in the same room as the television. The investigator inspected and photographed the television, which was located on the floor, in the corner of the room, the same place the drivers stated it was when they made the delivery. The investigator stated that the family, which included two adults and a small child, reported that they saw the delivery team using small tools to open boxes. However, during the interview with the investigator, they did not state that they witnessed the team scratch the television with the tools. The investigator stated they observed electronics in front of the television, however they were not damaged. The investigator noted that the area where the sectional was placed was approximately 6-8 feet away from the television, and the delivery team wouldn't have had to walk near the television to place the sectional in the center of the room. The photographs from the investigator show multiple scratches, some which appear to be "s" patterns, and they were from the top to the bottom of the television. These scratches clearly would have required multiple points of contact, yet nothing was mentioned by the claimant's family at the time of the delivery.
In Mr. [redacted]'s initial statement to the investigators, he stated that he "believed" that the damage was the result of the delivery team, however he was not present for the delivery. It was only after the investigation was concluded did Mr. [redacted] change his statement to say that his family had witnessed damage. He stated in an e-mail "the delivery guys (who did not even bother to take their dirty shoes off btw) swinging their arms around, with sharp objects right in front of my brand new tv".
Slumberland's insurance company sides with the customer in more than 90% of claims, however this investigation clearly showed that the delivery team was not responsible for the damage, and therefore was denied. We believe that this was a fair and honest investigation and we maintain that we were not responsible for the multiple scratches on Mr. [redacted]'s television.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted slumberland the same day the incident took place. Via email right from their website and left a message because it was Friday evening and all I got was a voicemail. Once again the explanation is baseless. Why would having a bluray player on the floor have anything to do with scratching a tv??? People present at home. My parents and stepdaughter who is 15 saw delivery guys right next to the tv with sharp tools used to open the plastic that was over the couch. Did anyone really expect these delivery guys to admit to hitting the tv? Are we al in the 1st grade? This is as bad as it gets. I can certainly do extra work and prove that both email and a phone call to slumberland was made the very day the couch was delivered. This further shows how little effort was put into this matter by the slumberland team. Please respond ASAP
Final Business Response /* (4000, 9, 2016/01/19) */
We are sorry that Mr. [redacted] is upset with the outcome of the insurance company's independent investigation. We would like to stress that our insurance company sides with customers in more than 90% of claims, however when there is significant evidence that damage was not caused by Slumberland, claims are turned down. We have provided Mr. [redacted] with the contact for the insurance adjuster, and because of agreements with our insurance company, all communication must be directed to them.
I am rejecting this response because: you lied to me about what was covered and told me what I wanted to hear so I would spend money. So you lied and cheated me out of my money.
I am rejecting this response because:
This is the third time in the first six months of use that the footrest fell off. What is to prevent it from happening again? I have stated from the beginning that the comfort issue is a design flaw not a manufacturing defect and funny that you are no longer selling this chair. There is no padding under the first inch of the footrest where the leg rests. See attached photos. I was told by the rep at your office that you did not even have an obligation to reattach the footrest and that I would have to sue to get it done. I am extremely unhappy with Slumberland at this point and the lack of service and have no desire to do any business with them in the future.
The customer called our Service Center on May 6, 2015 to report a potential defect in her mattress. We advised she could complete a self-inspection via email or a technician could be dispatched to the customer’s home for a $35 inspection fee. The customer chose to complete a...
self-inspection and was given our email address to send photos of the defects, etc. We show no record of photos being received from the customer. On May 31, 2016 the customer called in again to file a claim on her mattress. She was offered the same options of completing a self-inspection or having a technician out to her home to complete the inspection. She indicated she would like to have an inspection packet mailed to her home. On June 7, 2016 the customer called the Service Center stating she had not received the self-inspection packet. Since she had not received the packet through the mail, we offered to send the inspection to the customer via email which she accepted. Today, June 21, we received the customer’s self-inspection packet. Unfortunately, we were not able to see a defect present in the photos the customer provided. Due to the delay in getting the claim resolved for the customer, our Service Center offered to send out a technician at no charge to inspect the mattress. He has an appointment scheduled to visit the customer’s home on June 28 which was the soonest available appointment. Our Service Center is currently reaching out to other local technicians to see if anyone is available to get to the customer’s home sooner than the 28th. We will contact the customer if we are able to get someone out to her home an earlier than the current appointment. Once a technician has completed their inspection we will be in touch with the customer to review their results. If the mattress is deemed defective we will work with the customer to get a replacement mattress to her as soon as possible. We are not able to offer a replacement mattress until it has been determined there is a defect present.
We apologize for the issues with customer has experienced with her furniture. A technician has been dispatched to the customer’s home to inspect the sectional. If they are unable to repair it to the customer’s satisfaction we will gladly replace the sectional.
THE MERCHANDISE IS OUT OF WARRANTY AND FURNITURE CARE THEY PURCHASED DOES NOT COVER THERE ISSES
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. They have reached out to me and admitted they failed and have no way to "right" the situation.
We apologize the customer is unhappy with her mattress purchase. The customer contacted our Service Center on April 14, 2017 reporting that her mattress was sagging. A technician inspected the mattress on April 22, 2017 and the report (see attached) states there is no significant...
measurements to qualify for a warranty exchange. The tag on the mattress (see attached) indicates that it was manufactured on March 16, 2017 and the customer’s delivery occurred on March 22, 2017 which indicates the mattress was new when the customer took possession. Slumberland’s guarantees, as listed on our website and also printed on the back of the customer’s receipt, states that mattresses do not qualify for refunds, however, exchanges may be granted provided the mattress meets the manufacturer warranty guidelines of a 1.5” sag or greater (see attached for Simmons warranty information). Slumberland is unable to refund the customer for her mattress as there is no evidence indicating a defect. If the customer experiences an issue that falls within the manufacturer’s warranty she may contact ###-###-#### option 1 and her claim will be reviewed accordingly.
Thank you for contacting Slumberland. After contacting the independent protection plan provider, Furniture Care, we were able to verify the customer's concerns and we brought this issue to the attention of the protection provider. The protection provider has authorized an exchange for the...
customer’s merchandise because of the failure to resolve the issues in a timely fashion. We apologize for this experience, and we appreciate the customer bringing the matter to our attention so Slumberland could research her concerns. We appreciate her business, and she will be contacted shortly by the independent protection plan about the authorization for exchange.
I am rejecting this response because: First and foremost, Slumberland is flat out lying. This the same response for all the many others complaints against them. ( See the internet) Within 6 months,they've sent 3 different technicians. After the first technician- the sectional was replaced. Approximately two months later, the second technician is called, and I never heard back from them, then I contacted them again, and the third technician was sent to my home. The third technician said "it's the fabric, and no matter what I did, I would get the same results. Slumberland does not want to admit that the fabric is cheap and does not hold up any more than 2 months , hence having to have three technicians for the same piece of furniture . And to blame a blanket is definitely reaching. The fuzz balls are every where now, and a blanket has NOTHING to do with it per the technicians. I contacted the Attorney Generals Office and I will also take them to small claims court if necessary. They have so many complaints, yet they continue the same practice, selling furniture that does not hold up, then hide behind technicians. I have paid the debt in full, and since reviewed countless complaints where Slumberland has exploited their customers. On top on everything else, now I find that they are liars. I just want to to be fair, they are not! I want my hard earned money back, and I want them to discontinue the WAKE COLLECTION. The piece looks and feels great, but the quality is poor and they charge $1799-$2000 for a piece that they refuse to stand by. I will sue them in court if they do not give me my refund. I did not work hard to have a sectional that only holds up and look new for two months. I will also contact social media about their total lack of respect. This has got to STOP! Thank you for your time
I am rejecting this response because:Our complaint is that the furniture that we received is not the same as the furniture we were shown in the store. We were given incorrect and misleading information at the time of the sale. We did not realize this until the paint on the buttons started to come off and the paint on the leather started to peel off. The technician sent by Slumberland told us that the leather was painted. This same technician also told us that he was doubtful that Slumberland would provide any compensation but that I would be notified. We never heard back from Slumberland or the Technician. Our furniture continues to accumulate more areas where the paint is coming off. Since we had not heard back from Slumberland, we decided to file our complaint with the Revdex.com. In follow up to Slumberland’s response to our complaint, I decided to visit the store and get additional documentation regarding the furniture we had purchased. I visited the Lincoln Ne store today (11/30/16) at [redacted]t. The store still has the same furniture on display that they did when we purchased the set. The sales person that I visited today told us very similar information that we were provided when we originally purchased the set. I verified that the furniture in the store is the same that we purchased by comparing item numbers to my receipt and I took pictures for documentation. As stated in our original complaint, the furniture in the store does not show the same signs of use that our set does. It does not have paint coming off the buttons and the leather still looks great with no pealing, discoloration or paint coming off of the leather. The couch in the store has been there for ten years (as stated by Kim [redacted], Slumberland Sales Associate), and is in excellent condition. I recorded my conversation that I had with Kim [redacted] and asked her about the leather furniture. I asked her about the quality of the furniture she said “The highest quality, honestly, it is top grain 100% leather……..where your sitting, where your hands are touching ” I asked her how long will this furniture hold up. She said “the sofa we are looking at is 10 years old.” I asked her if this is the Kingston Chesapeake Oak furniture. She said, “yes it is.” In reference to the age of the furniture she stated “as you can see they look better …… when you sit on it, your oils from your hands goes into the leather and actually makes it a little bit more richer…..” Then I asked her do I have to worry about the couch pealing. She said “no not with 100% real leather “. I asked again and she said “nope, nope” . Then I asked what about the buttons, do I have to worry about the paint coming off. She said “ no, absolutely, that’s all the way through and as you can tell, that has held up really well”. I asked if this was painted furniture or painted leather. She said “actually stained right into it, all the way through……in fact if you flip it to the back side leather, the back side leather is even the same color”. I said so this is stained leather not painted leather. She said “right”. In regards to your offer to repair the furniture, we do not feel that repairing the furniture is appropriate compensation for selling us a product that was, and continues to be misrepresented by your company. We did not want painted leather or painted buttons. We would like a full refund for the couch, loveseat and chair.
Mr. [redacted] purchased a Simmons Mattress Set on Feb 7th of 2015 from our store in Amery, WI. At the time of purchase he declined the mattress pad which would cover any warranty that Simmons would not if the mattress became stained. It is stated clearly on his sales slip that he declined...
the matt pad. He called our store and said he was having some warranty issues with the mattress so we sent someone out to inspect it to see what the defect is. The bed does have a defect but is extremely stained. The customer is not disagreeing that it is stained but still wants the warranty covered. We explained to him that it is Simmons policy that if a mattress is stained they will not cover the warranty and that is one of the reasons that we offered the mattress pad at the time of sale. If he had purchased the mattress pad his warranty would have been covered by the mattess pad company. He also has an issue with the boxspring and we did tell him that it would be warrantied because there is no stain on the boxspring. He does not want to hear what we are saying and wants to have everything replaced. Today we will be contacting him to let him know again that the boxspring is covered and we will replace it and also that we will offer him credit back on half of the mattress price which will be $197.49. Thank you,Mark [redacted]
Initial Business Response /* (1000, 5, 2015/09/16) */
We apologize for the issues the customer has experienced. The customer did pay a $65 delivery fee. When his lamps were damaged, the store did have the customer pick up replacements rather than having them delivered. Due to this inconvenience,...
the store has refunded the customer for the lamps.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My account was refunded the total cost of the lamps.
Initial Business Response /* (1000, 10, 2016/03/04) */
At Slumberland Furniture all mattress warranties are handled the same way. A customer is told they are required to provide photos of the defect, proof of purchase, law tag still on bed, and free from any stains at all. Any type of stain voids...
the manufacturer warranty (per manufacturer not Slumberland). This is made very clear to every customer. When the customer talked to their sales associate and he told them of all the requirements they told him that when they launder their sheets their dog gets on the bed and "piddles". They also said they have a friend who is a professional cleaner so they will take care of it. When the delivery service was there to make the exchange the mattress was stained and pictures were sent to the store manager and the exchange was denied. This was explained to the customer and was proven by the photos taken.
Dan [redacted]
Manager
Please respond with confirmation.
Initial Consumer Rebuttal /* (3000, 12, 2016/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we purchased this mattress, Patrick(our sales associate), went over all the differences between mattresses on floor models and answered our questions. At no time, was any explanation offered of the warranty. My wife asked if Slumberland carried any mattress pads that were leak proof. In the past we had an issue with our dogs wanting to piddle on the bed when we weren't there. He explained that they did in fact offer a pad that was not only leak proof, but bed bug proof, and kept any dead skin away from the mattress. NOTHING was said about a warranty and its clauses. Patrick sold us the mattress and the mattress pad and while paying for the products he did inform us that there was a 10 year warranty on the mattress, but other than that there were no other details of the warranty explained at that time and we did not receive any paperwork on any such warranty at the time of sale. If a warranty has so many requirements, shouldn't Slumberland be disclosing this at the time of sale?
Now a little over 2 years later I am having back problems due to the large dip in our FAULTY mattress so I had called Slumberland to inquire about the 10 year warranty. They gave us other requirements about how large the dip had to be before they replace it, once again something that was not explained at the time of sale. Fortunately, the dip was large enough to replace so we took photos to the store for the manager to look at. They agreed it was large enough to replace and we picked out an upgraded mattress because they no longer made ours.
On the day we picked out the new mattress, my wife did have a conversation with Patrick while shopping for the new mattress. Now keep in mind, my wife has had a voice issue for quite some time and cannot speak for very long periods of time, so my wife had asked Patrick for another mattress pad. The reason for that request was because we still have our 2 dogs and we sometimes forget to move the steps away from the bed before we leave for work. They then get up there and piddle. Yes, it has gone through our blankets and onto our sheets in a couple places, but the pad has ALWAYS been on the bed. She told Patrick that she wanted another pad so when we launder one we don't have to move the steps. Patrick did ask at that time if they had piddled on the bed. She told him that they had in fact piddled in 3 different spots about a half dollar in size, but we knew a friend that can clean it if was to get on the mattress. The dogs have NEVER piddled directly on our mattress without the pad being on the mattress.
It seems to us that the only time the requirements are "made very clear to the customer" is when the customers are trying to use their warranty on a defective mattress. As far as the pictures go, I still cannot see the discoloration they are alleging. I want my mattress exchanged and replaced!
Final Business Response /* (4000, 14, 2016/03/11) */
At Slumberland mattress warranties come attached to the side of every new mattress. We just explain the length of the warranty for the mattress because those vary between mattresses and brands. It was explained at the point when they were reselecting the mattress that it had to be free of stains. Any stain we would not be allowed and the exchange could not be done. They were aware of that as stated because they were going to have their friend clean it. The stain and discoloration was noticeable to both of our delivery drivers and in the photo sent to the store manager. We still stand behind the fact that it was made clear to them the circumstances and it is a manufacturer policy. The customer has already been refunded the difference they paid for making the exchange. The policy from the manufacturer is very black and white. Any stain no exchange.
We apologize the customer is experiencing issues with their sofa. The protection plan the customer purchased is an accidental damage plan and does not cover frame breakage. We are sorry if there was any confusion regarding the plan coverage prior to the customer purchasing it. We...
do try to be as upfront as possible regarding the specifics of what is and isn’t covered. The customer should have received a brochure detailing the protection plan coverage. If the customer would like to cancel their protection plan, they can contact the plan provider, Furniture Care, at ###-###-####. They will be able to review the cancellation and refund options available to the customer. The manufacturer’s warranty on the customer’s sofa expired May 27, 2017. Since they are just outside of the warranty period, we will be sending out a technician at no charge as a one-time courtesy to inspect/repair the sofa. The technician will be in touch with the customer soon to schedule an appointment directly with them. If the sofa is found to be defective, Slumberland will take care of any necessary repairs.