We apologize for the issues the customer is having with her sectional. Our Service Center authorized a reselection for the customer’s sectional on March 9, 2017 and emailed the letter to the customer that same day. The customer has not responded to the voicemails that were left on April...
25 and April 27 by our Service team to verify the customer received the letter. They also asked the customer to check her deleted and spam folders. On April 28, 2017 we sent another letter to the customer’s email address (see attached). If the customer still has not received the letter after these attempts she may contact ###-###-#### option 1 to verify the correct email address is on file. We are also refunding the customer's delivery fee as requested.
We apologize the customer is experiencing issues with her table. Slumberland’s policy states that we reserve the right to repair or replace merchandise for manufacturer defects within the one-year manufacturer warranty. Slumberland authorized an exchange for the customer’s table on...
August 8, 2016 when she first reported issues within manufacturer the warranty period. The customer’s one-year warranty expired on December 10, 2016. The customer purchased a plan from Furniture Care, an independent protection plan provider. Under this plan qualifying accidental damages may result in repair or replacement of the customer’s merchandise. We have forwarded the customer’s information to Furniture Care and asked that they contact the customer and evaluate. Since the customer is now outside the manufacturer’s warranty period, her concerns should be addressed with the plan provider by contacting ###-###-####. Slumberland is unable to provide a refund as our policy states there are no returns or refunds after 30 days.
I am rejecting this response because:The warranty that it came with is a 5 year warranty. I have read through it multiple times and nowhere in there does it state that this is not covered.
I am rejecting this response because: The store manager called me in response to our complaint; he told me that they could absolutely refund our money, but they are choosing not to. Customers assume when they purchase an expensive, custom product that that product will be well-made. The furniture that was sent to us is NOT the furniture that we ordered. Over three deliveries (the sofa, the replacement cushion, and the two recliners) we did not receive one piece of "custom ordered" furniture that is properly constructed. Instead, each piece is shoddily made, with many defects in the construction. Slumberland violated the contract by delivering such poorly made furniture to our home. Slumberland did not inspect the furniture before it was delivered to us, and did not allow us to inspect it before it was left in our home. If they were primarily concerned with our satisfaction (as the contract says), they would have come to get the furniture right away, and taken up the matter with the manufacturers, rather than hold our money hostage and aim to retain our business that we now wish to take elsewhere. It is dishonest and disingenuous for the store manager to say ithat he is not able to refund my money; again, he told me that they were able to refund our money but were choosing not to. We do not want a store credit. There is nothing else in their inventory that we wish to have in our home. More importantly, we no longer wish to continue a business relationship with Slumberland, as they have violated our trust in every way. We are all aware that the store manager and central management team are attempting to arbitrarily hold us to a contract that they can just as easily void if they are willing to acknowledge their responsibility in the situation. I simply would like the company to take responsibility for such poor business practices and poor products, come and get this furniture, and fully refund our money. Again, the store manager said this was possible.
We apologize if there was any confusion regarding our 120 Night Total Satisfaction Guarantee. Our guarantee offers a one-time reselection if the customer is dissatisfied with their mattress any time within the first 120 nights of sleeping on it. This is detailed in our Thank You brochure...
which is given to customers at the time of purchase. It is also explained on our website: https://www.slumberland.com/furniture/content/guarantees We do our best to be as up front as possible with our customers regarding our policies to avoid any confusion. We are sorry to hear the customer feels we fell short in explaining the policy to them. I have included a link to our website (see above) which provides the particulars of our guarantees. I have also attached copies of the customer’s original receipt which shows that the ‘mattress has a 120 nite trial – 1 time reselection – no refunds’ and the receipt from their reselection which states the replacement is a ‘one time reselection’. The customer has already completed their one-time reselection. We are not able to offer another reselection or a refund. If the customer would like to discuss our policies in further detail they can contact our Ofallon, MO store at ###-###-####. They would be happy to review the policy in further detail with the customer to help alleviate any confusion.
Hi [redacted], We received this Revdex.com complaint from customer [redacted], however, the complaint is in regards to the Furniture Care protection plan provider and lack of communication regarding her part order. This complaint should be sent to Montage Furniture Services/Furniture Care...
directly for their response. Thanks, Josh B. Contact Center Representative | Slumberland Furniture T: ###-###-#### [email protected] slumberland.com Slumberland Furniture It's a good life.® Celebrating 50 years!
We apologize for the issues the customer has experienced with their La-Z-Boy sofa. The manufacturer’s warranty did expire on December 17, 2015. Technicians were dispatched in January and February 2016 at no charge to the customer as a courtesy despite the piece being outside of the...
labor warranty coverage. We will dispatch a technician one final time to inspect and repair the customer’s sofa. The technician will be contacting the customer directly to schedule an appointment to take care of this. Upon completion of this visit, we will not be able to offer any further service to the customer as their warranty has been expired since December 2015. Again, we apologize for the issues the customer has experienced and are confident the technician will be able to repair the sofa to the customer’s satisfaction.
I am rejecting this response because: I never received a email from the company....they have my number and could call. If I had gotten the email.....I would of definitely asnwered their email when I still have broken furniture!!!!! [redacted]
We are sorry to hear the customer is not satisfied with her furniture. The protection plan the customer purchased is an incidental damage plan intended to cover spills, etc. which are the result of a specific accident. The coverage is not designed to be an extension of the manufacturer’s...
warranty. The specific coverage details are outlined in store as well as in plan documents mailed to the customer at the point the purchase is made. The issues the customer described are not the result of an accident and as such would not be covered under the protection plan. If there was any confusion regarding the protection plan coverage we do apologize. The manufacturer’s warranty expired on July 26, 2016. The customer spoke with the store manager earlier this week. As a one-time courtesy he agreed to send an independent technician to the customer’s home at no charge and order parts, if needed. This is a one-time offer. The technician has been assigned and will work directly with the customer to schedule a date and time to visit their home for the inspection/repairs. No further service will be offered beyond this. The manufacturer’s warranty has expired. The store manager and our Service Center have discussed this with the customer. If the customer has any further questions, they can contact our Service Center at ###-###-#### option 1 to discuss their open claim.
We apologize for the issues the customer has experienced with her sectionals. She does have two different sectionals which were manufactured by separate companies. One of them was exchanged for her in February 2016 after it had been deemed defective. In June 2016, our Service Center...
was notified the customer was experiencing issues with her other sectional. The second set is no longer available through the manufacturer so the customer was given in-store credit for the amount she originally paid to select something new. We are unable to give the customer in-store credit for more than she originally paid. Slumberland carries a wide variety of products in a range of price points. Any of our Des Moines stores would be happy to assist the customer in selecting something in the price range of her available credit. The customer’s concerns regarding her experience with the salesperson have been passed on to the appropriate parties to be addressed directly with those involved. We apologize if the customer felt she was mistreated. It is never our intention to treat our customers with anything but respect. We will be sure to look into her experience to ensure this does not happen again.
I am rejecting this response because:I have been in contact with the insurance adjustor. She denied my claim because she says Plunketts has no record of bed bus at the store. They also said that the bed was not a return to the St. Paul store. However she refused to give me the information that this bed was returned to any other store or tell me if they checked the store it came from originally. Also the corporate office keeps telling me to call the adjustor who is refusing to give me these answers. I think this handling of this issue is designed to ensure that Slumberland will not be liable for what appears to be a serious issue. I want to know where this bed came from because after research I discovered that spots I had seen on the bed were actually bed bug feces and not mold spots on the wood. Slumberland is avoiding responsibility for this issue and it has caused my family weeks of hard work and embarrassment. And Slumberland should be ashamed that they are avoiding this by telling me that they don't have a record of bugs or the bed at the St.Paul store when that store is a clearance outlet and of course sells returned items. this is not acceptable and your insurance company was dismissive and purposely limited their investigation to limit any chance of finding liability. I can't believe a company like slumberland which I always thought was a respectable company would dismiss this our of hand, basically telling me that I am lying about the marks on the bed which I unfortunately failed to recognize as bed bugs until it was too late. not acceptable.
I am rejecting this response because: I notified slumberland of the problem on day 1 - Their salesperson insisted it was normal. When I called customer service, I was completely dismissed. It was clear that they had little care. Had they been even remotely open to assisting during that call, things would have been fine. Then, after I filed a complaint with Revdex.com and the corporate headquarters, I received a call back from Customer Service. They had a very disgusted tone in their voice and demanded that I pay them to look at a piece of furniture that was defective from the day it was purchased. I had already paid them $2,700 for the sectional, and now they want more money to look at the defective item they sold me? You would think they were a federal government operation.
We apologize that the customer is unhappy with her mattress. All mattresses require proper frame support (metal and/or wood bed frame with center support). This information is clearly stated in the manufacturer’s warranty information that is attached to the mattress by the manufacturer...
at time of production and remains attached at delivery so the customer is aware of the warranty guidelines. We also provide general information on our website that this is a requirement on the product page for all of our mattresses (see attached), and the Simmons warranty is accessible online at http://www.simmons.com/Warranties. Please see below the portion of the warranty information that clearly indicates the proper frame requirements: Support your Simmons® mattress and foundation only with a frame that provides rigid center support as well as support for the head, foot, and sides for queen, split queen, king and California king size sets (as noted above). For any queen or king frame that does not have a metal center support, you must use at least 5 hardwood (i.e., oak or ash) slats (1” x 4”) and add legs to the 3 center slats. By not providing a sufficient supportive frame, damage can occur to the product and your warranty will be invalid. The photos submitted by the customer for her mattress claim on 4/17 (see attached) show no center support which resulted in her claim denial. If the customer obtains a proper frame support system, they can contact our Service Center at ###-###-#### option 1 to have their warranty claim re-opened for further review.
I am rejecting this response because:I feel I paid too much money for this mattress and I have been a long standing customer that will NEVER do business with Slumber land again I now have back problems because of this mattress
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize the customer is not satisfied with her mattress. An independent service technician was dispatched to the customer's home in early 2015. The technician inspected the bed and found no defects present in the mattress or the box...
spring. We are not able to offer the customer a new mattress when there is no defect in her current mattress set.
We will be sending another technician out to the customer's home to re-inspect the mattress. The technician will be in touch with the customer soon to schedule an appointment for the inspection. If a defect is found in her mattress, we would be happy to offer her a replacement. However, if no defect is found, we will not be able to offer her a new mattress.
Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize for the experience the customer has had with her recent purchase. The customer purchased her furniture on September 6, 2015. She was given our Thank You brochure explaining Slumberland's 120 Mattress Guarantee at that time. The...
brochure does state that a one-time reselection will be offered if the customer is not satisfied with their mattress purchase. No refunds are given. There are also no refunds on adjustable bases which is explained in the brochure as well. Slumberland gives this brochure to customers at the time their purchase is made to ensure they are aware of our policies and to give them time to review them prior to receiving their merchandise. Orders can be cancelled any time prior to pick-up or delivery if, after reviewing the brochure, a customer is not satisfied with our Slumberland guarantees.
We stand by our guarantees and have offered the customer the option to return her mattress and use the credit to complete a one-time reselection. If she would like to do this, she will need to follow up with the store manager to arrange a date to return the mattress. Once the customer has selected a return date, we will be able to pick up the mattress.
The manufacturer's warranty through Tempurpedic is a limited warranty. It offers full coverage on parts and labor for the first year. Years 2 and 3 offers coverage on the parts only, labor is not included. Years 4 + offer pro-rated coverage on the parts only, labor is not included. The extended warranty purchased through Slumberland offers full coverage on parts as well as labor for 10 years. If the customer would like to cancel their extended warranty, they can contact Furniture Care - the plan provider - at [redacted]. They will be able to process the plan cancellation and refund the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We went into slumberland and were talked into purchasing it that day because we were promised from the Sales Person that we would be able to return if we did not like the mattress unit. Also we were promised we could return the livingroom furniture if we did not like it. I wanted the Brown and told Sales Person that the Brown would work best in our Living Room but they only had one color on had and she told us to take it and try it and that we could order another color if we choose too.
Which I did the day they delivered it but I had told her that color would not work but she insisted we take it.
Also she convinced us to take the mattress because she guaranteed us that there would be no problem in returning it, if we bought a cover for mattress, which we did that because we were not sure. The Sales Person handed us the brochure with a Thank You on the front and paper clipped some of her personal cards to it. She never mentioned anything about not being able to return the base or not being able to get a refund. If fact she did not tell us to read what was in the brochur but only said this is a Thank you for your purchase. WE did NOT sign anything that we agreed to any policies of Slumberland.
As soon as we got mattress we tried to sleep on it and my husband got deathlly sick from the smell and had to go to the doctor. I called them and told them I wanted to return it but they said they wouldn't pick it up until our right color Livingroom furniture came in.
We immediately went and looked at Select Comfort and picked out a bed we wanted after we return this Tempur Pedic we got. The Sales person at Select Comfort went threw all the policies with us and said we would have to initial that we understood all the polices about returns, which was never done or explained to us by Slumberland.
We never signed anything with Slumberland about there policies or that they ever explained them to us.
The Livingroom Furniture came to 2,779.96 plus they told us we needed the Care plus coverage of 329.99, which we agreed to.
Our Tempur Pedic Mattress and power base came to 9,876.97 and they again told us we need a power base protection of 179.00. In talking with INC. Tempur Pedic, they said that we did not need any addtional coverage on power base.
So addtional coverage of 179.99 plus 329.99 we really did not need but we were told we should.
Then we purchased the mattress pad of 139.99 so we were guaranteed we could return the mattress for refund. Then we purchased the pillows for 359.98, which are made of the same foam in the mattress that we cannot keep.
We could only get credit on 10,000.00 so we wrote out a check for l,143.07.
The Select Comfort bed we picked out is M12, which comes with the mattress and powerbase as a unit, so cannot use the power base that we have.
The Power base we have has never worked properly since we got it and they say you have to call number to get help to reset it.
We have not used the bed since we let them know a week after we had it. We had to close our bedroom doors because of the smell. I have called several times to tell them to pick it up and they said they will when they get our correct color in of our furniture for livingroom.
I have called several time to tell them to pick it up and get it out of our home. We have to sleep downstairs in another bedroom because of that smelly mattress.
We never signed any papers that we were explained there policies. The Sales Person did NOT even mention anything about returns but only that we had 120 days to try it and return it, if we did not like it, but only said we had to purchase a mattress pad to be able to return the mattress.
We were never told we should read the brocure about there policies, we only thought it was a Thank You, so never looked at it. PRetty poor on the Sales Department to NOT make sure that we understood there policies.
We will keep the NEW BROWN Furniture providing they refund by check to us for the Mattress, Power Base, Pillows and check amount we wrote them. We only agree to pay them for furniture.
If they cannot agree to this then We will be left to hire an attorney to go to Small Claims Court.
We cannot use this power base for the M12 Select Comfort Bed we picked out. Kim,manager at Select Comfort,Sioux Falls, DID NOT tell the manager of Slumberland Craig that we could use power base for the M12 select Comfort. We have spoke to Kim.
We have spoken to another party who had to return there bed and power base to Worthington Slumberland and was refunded by a check.
We want to be refunded by check plus tax. This is all due to a medical issue with my husband and Slumberland not explaining there policies and not having us sign papers that we understood there policies.
We need this mattress out of our home immediately.
We wrote the check out on 9-6-15 and do not understand why they haven't taken more action.
We hope this can be resolved very soon with no added upset to my husband.
I would like an answer tomorrow Noverber 20th, 2015.
Policies don't stand when they are never explained and we never signed anything about understanding there policies.
Final Business Response /* (4000, 10, 2015/11/24) */
We will not be able to offer the customer the full refund she has requested. We can offer her a one-time reselection of her mattress. The reasoning for this as well as the details of the return credit, etc. have been explained to the customer in detail by the store manager and in our previous response to the customer's original Revdex.com complaint.
We understand the customer's frustration and would be happy to pick up her mattress. As previously stated, she will need to contact the store at [redacted] to schedule a date to return the mattress. She will need to schedule the date with the store directly to be sure the date fits within the her schedule.
The customer signed off on her original sales receipt of the bed and living room furniture and her delivery receipt. The store manager has provided the customer copies of both signed documents. We do not request signatures upon receipt of the Thank You brochure. It is given at the point of sale with a good faith understanding that it will be reviewed by the customer at their convenience. 33 days passed from the time of the purchase and delivery, allowing her to review these documents again. Slumberland is always willing to cancel or void a transaction anytime prior to delivery if a customer is unhappy with our policies or the terms of the sale.
The details of our policies and guarantees are outlined in the Thank You brochure and posted on our website. Slumberland ensures our policies are visible to customers in both in-store and via the website to make certain they are easily accessible should any questions or concerns arise before or after a purchase is made.
Initial Business Response /* (1000, 5, 2015/04/20) */
We apologize for the customers negative experiences she has had with her mattress. A reselection letter was approved and sent to her via both mail and email. The reason it would take longer to get the mattress delivered than to have it picked...
up is simply that deliveries are set a few days early and aren't done every day. The store does have to wait for the mattress to arrive there from the warehouse and once it does they can set a delivery date that they have available and that works for the customer, unfortunately that is not usually immediate as deliveries fill up quickly based on dates that customers are available. The delivery fee was waived however because of timing the customer chose to pick up and they did receive their new mattress on Tuesday April, 14th.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although this might be factually true, they have a practice of misrepresenting the availability of their products and services. Their representatives were extremely hard to work with- dealing with multiple people (including getting text messages instead of phone calls from employees). Also, told I was able to pick out any mattress in one location but when getting there getting told multiple times I would/should have to go to another location just to order one. After breaking out in tears they finally ordered me one (one that I was not even able to try out or see before ordering). I would NEVER do business with this company again or tell anybody to stay far away which is sad as I live not far from the distribution center.
Initial Business Response /* (1000, 5, 2016/01/29) */
We are sorry to hear the customer is not satisfied with their mattress. They are within their 120 sleep guarantee period. The customer can, at any time within the 120 day period, return their mattress for in-store credit and select something...
different. We will not be able to offer the customer a refund.
Please see the attached copy of the customer's receipt. The receipt clearly states "120 NIGHT SLEEP GUARANTEE WITH 1 TIME RESELECT - NO REFUNDS". The customer did sign the receipt in acknowledgement and acceptance of the terms and conditions of their purchase agreement.
If the customer would like to return their current mattress set and select something better suited to their needs, they can contact their local Slumberland store at [redacted] for assistance.
*See attached receipt*
We apologize if the customer is not satisfied with the outcome of her warranty claim. The manufacturer’s warranty is void if stains are present as it can cause breakdown of integral components in the materials. Below is a link to the manufacturer’s warranty coverage:...
http://www.sealy.com/contact-us/mattress-warranty/warranties/purchased-since-200...⇄ If, after reviewing the coverage, the customer believes they meet the warranty requirements and no stains are present, they can contact our Service Center at ###-###-#### option 1 to have their claim reviewed. Until that time, we are not able to offer the customer a refund or replacement.
We apologize the customer has experienced challenges with the unsubscribe feature on our e-mail site. We want to provide you reassurance that we did remove him from our e-mail list. However it can take two or more scheduled e-mail cycles for this to take effect, so unfortunately this is...
the reason he still received an e-mail. We have contacted the Director of Digital Marketing, and she did confirm that the customer was removed. In the unlikely event he is still receiving e-mails after April 15th, we ask the customer please contact us and we will take additional steps to identify why he is continuing to receive e-mails. Again, we are very sorry for any confusion or frustration, and we appreciate him letting us know his concerns.
We apologize for the issues the customer is having with her sectional. Our Service Center authorized a reselection for the customer’s sectional on March 9, 2017 and emailed the letter to the customer that same day. The customer has not responded to the voicemails that were left on April...
25 and April 27 by our Service team to verify the customer received the letter. They also asked the customer to check her deleted and spam folders. On April 28, 2017 we sent another letter to the customer’s email address (see attached). If the customer still has not received the letter after these attempts she may contact ###-###-#### option 1 to verify the correct email address is on file. We are also refunding the customer's delivery fee as requested.
We apologize the customer is experiencing issues with her table. Slumberland’s policy states that we reserve the right to repair or replace merchandise for manufacturer defects within the one-year manufacturer warranty. Slumberland authorized an exchange for the customer’s table on...
August 8, 2016 when she first reported issues within manufacturer the warranty period. The customer’s one-year warranty expired on December 10, 2016. The customer purchased a plan from Furniture Care, an independent protection plan provider. Under this plan qualifying accidental damages may result in repair or replacement of the customer’s merchandise. We have forwarded the customer’s information to Furniture Care and asked that they contact the customer and evaluate. Since the customer is now outside the manufacturer’s warranty period, her concerns should be addressed with the plan provider by contacting ###-###-####. Slumberland is unable to provide a refund as our policy states there are no returns or refunds after 30 days.
I am rejecting this response because:The warranty that it came with is a 5 year warranty. I have read through it multiple times and nowhere in there does it state that this is not covered.
I am rejecting this response because: The store manager called me in response to our complaint; he told me that they could absolutely refund our money, but they are choosing not to. Customers assume when they purchase an expensive, custom product that that product will be well-made. The furniture that was sent to us is NOT the furniture that we ordered. Over three deliveries (the sofa, the replacement cushion, and the two recliners) we did not receive one piece of "custom ordered" furniture that is properly constructed. Instead, each piece is shoddily made, with many defects in the construction. Slumberland violated the contract by delivering such poorly made furniture to our home. Slumberland did not inspect the furniture before it was delivered to us, and did not allow us to inspect it before it was left in our home. If they were primarily concerned with our satisfaction (as the contract says), they would have come to get the furniture right away, and taken up the matter with the manufacturers, rather than hold our money hostage and aim to retain our business that we now wish to take elsewhere. It is dishonest and disingenuous for the store manager to say ithat he is not able to refund my money; again, he told me that they were able to refund our money but were choosing not to. We do not want a store credit. There is nothing else in their inventory that we wish to have in our home. More importantly, we no longer wish to continue a business relationship with Slumberland, as they have violated our trust in every way. We are all aware that the store manager and central management team are attempting to arbitrarily hold us to a contract that they can just as easily void if they are willing to acknowledge their responsibility in the situation. I simply would like the company to take responsibility for such poor business practices and poor products, come and get this furniture, and fully refund our money. Again, the store manager said this was possible.
We apologize if there was any confusion regarding our 120 Night Total Satisfaction Guarantee. Our guarantee offers a one-time reselection if the customer is dissatisfied with their mattress any time within the first 120 nights of sleeping on it. This is detailed in our Thank You brochure...
which is given to customers at the time of purchase. It is also explained on our website: https://www.slumberland.com/furniture/content/guarantees We do our best to be as up front as possible with our customers regarding our policies to avoid any confusion. We are sorry to hear the customer feels we fell short in explaining the policy to them. I have included a link to our website (see above) which provides the particulars of our guarantees. I have also attached copies of the customer’s original receipt which shows that the ‘mattress has a 120 nite trial – 1 time reselection – no refunds’ and the receipt from their reselection which states the replacement is a ‘one time reselection’. The customer has already completed their one-time reselection. We are not able to offer another reselection or a refund. If the customer would like to discuss our policies in further detail they can contact our Ofallon, MO store at ###-###-####. They would be happy to review the policy in further detail with the customer to help alleviate any confusion.
Hi [redacted], We received this Revdex.com complaint from customer [redacted], however, the complaint is in regards to the Furniture Care protection plan provider and lack of communication regarding her part order. This complaint should be sent to Montage Furniture Services/Furniture Care...
directly for their response. Thanks, Josh B. Contact Center Representative | Slumberland Furniture T: ###-###-#### [email protected] slumberland.com Slumberland Furniture It's a good life.® Celebrating 50 years!
We apologize for the issues the customer has experienced with their La-Z-Boy sofa. The manufacturer’s warranty did expire on December 17, 2015. Technicians were dispatched in January and February 2016 at no charge to the customer as a courtesy despite the piece being outside of the...
labor warranty coverage. We will dispatch a technician one final time to inspect and repair the customer’s sofa. The technician will be contacting the customer directly to schedule an appointment to take care of this. Upon completion of this visit, we will not be able to offer any further service to the customer as their warranty has been expired since December 2015. Again, we apologize for the issues the customer has experienced and are confident the technician will be able to repair the sofa to the customer’s satisfaction.
I am rejecting this response because: I never received a email from the company....they have my number and could call. If I had gotten the email.....I would of definitely asnwered their email when I still have broken furniture!!!!! [redacted]
We are sorry to hear the customer is not satisfied with her furniture. The protection plan the customer purchased is an incidental damage plan intended to cover spills, etc. which are the result of a specific accident. The coverage is not designed to be an extension of the manufacturer’s...
warranty. The specific coverage details are outlined in store as well as in plan documents mailed to the customer at the point the purchase is made. The issues the customer described are not the result of an accident and as such would not be covered under the protection plan. If there was any confusion regarding the protection plan coverage we do apologize. The manufacturer’s warranty expired on July 26, 2016. The customer spoke with the store manager earlier this week. As a one-time courtesy he agreed to send an independent technician to the customer’s home at no charge and order parts, if needed. This is a one-time offer. The technician has been assigned and will work directly with the customer to schedule a date and time to visit their home for the inspection/repairs. No further service will be offered beyond this. The manufacturer’s warranty has expired. The store manager and our Service Center have discussed this with the customer. If the customer has any further questions, they can contact our Service Center at ###-###-#### option 1 to discuss their open claim.
We apologize for the issues the customer has experienced with her sectionals. She does have two different sectionals which were manufactured by separate companies. One of them was exchanged for her in February 2016 after it had been deemed defective. In June 2016, our Service Center...
was notified the customer was experiencing issues with her other sectional. The second set is no longer available through the manufacturer so the customer was given in-store credit for the amount she originally paid to select something new. We are unable to give the customer in-store credit for more than she originally paid. Slumberland carries a wide variety of products in a range of price points. Any of our Des Moines stores would be happy to assist the customer in selecting something in the price range of her available credit. The customer’s concerns regarding her experience with the salesperson have been passed on to the appropriate parties to be addressed directly with those involved. We apologize if the customer felt she was mistreated. It is never our intention to treat our customers with anything but respect. We will be sure to look into her experience to ensure this does not happen again.
I am rejecting this response because:I have been in contact with the insurance adjustor. She denied my claim because she says Plunketts has no record of bed bus at the store. They also said that the bed was not a return to the St. Paul store. However she refused to give me the information that this bed was returned to any other store or tell me if they checked the store it came from originally. Also the corporate office keeps telling me to call the adjustor who is refusing to give me these answers. I think this handling of this issue is designed to ensure that Slumberland will not be liable for what appears to be a serious issue. I want to know where this bed came from because after research I discovered that spots I had seen on the bed were actually bed bug feces and not mold spots on the wood. Slumberland is avoiding responsibility for this issue and it has caused my family weeks of hard work and embarrassment. And Slumberland should be ashamed that they are avoiding this by telling me that they don't have a record of bugs or the bed at the St.Paul store when that store is a clearance outlet and of course sells returned items. this is not acceptable and your insurance company was dismissive and purposely limited their investigation to limit any chance of finding liability. I can't believe a company like slumberland which I always thought was a respectable company would dismiss this our of hand, basically telling me that I am lying about the marks on the bed which I unfortunately failed to recognize as bed bugs until it was too late. not acceptable.
I am rejecting this response because: I notified slumberland of the problem on day 1 - Their salesperson insisted it was normal. When I called customer service, I was completely dismissed. It was clear that they had little care. Had they been even remotely open to assisting during that call, things would have been fine. Then, after I filed a complaint with Revdex.com and the corporate headquarters, I received a call back from Customer Service. They had a very disgusted tone in their voice and demanded that I pay them to look at a piece of furniture that was defective from the day it was purchased. I had already paid them $2,700 for the sectional, and now they want more money to look at the defective item they sold me? You would think they were a federal government operation.
We apologize that the customer is unhappy with her mattress. All mattresses require proper frame support (metal and/or wood bed frame with center support). This information is clearly stated in the manufacturer’s warranty information that is attached to the mattress by the manufacturer...
at time of production and remains attached at delivery so the customer is aware of the warranty guidelines. We also provide general information on our website that this is a requirement on the product page for all of our mattresses (see attached), and the Simmons warranty is accessible online at http://www.simmons.com/Warranties. Please see below the portion of the warranty information that clearly indicates the proper frame requirements: Support your Simmons® mattress and foundation only with a frame that provides rigid center support as well as support for the head, foot, and sides for queen, split queen, king and California king size sets (as noted above). For any queen or king frame that does not have a metal center support, you must use at least 5 hardwood (i.e., oak or ash) slats (1” x 4”) and add legs to the 3 center slats. By not providing a sufficient supportive frame, damage can occur to the product and your warranty will be invalid. The photos submitted by the customer for her mattress claim on 4/17 (see attached) show no center support which resulted in her claim denial. If the customer obtains a proper frame support system, they can contact our Service Center at ###-###-#### option 1 to have their warranty claim re-opened for further review.
I am rejecting this response because:I feel I paid too much money for this mattress and I have been a long standing customer that will NEVER do business with Slumber land again I now have back problems because of this mattress
Initial Business Response /* (1000, 5, 2016/01/13) */
We apologize the customer is not satisfied with her mattress. An independent service technician was dispatched to the customer's home in early 2015. The technician inspected the bed and found no defects present in the mattress or the box...
spring. We are not able to offer the customer a new mattress when there is no defect in her current mattress set.
We will be sending another technician out to the customer's home to re-inspect the mattress. The technician will be in touch with the customer soon to schedule an appointment for the inspection. If a defect is found in her mattress, we would be happy to offer her a replacement. However, if no defect is found, we will not be able to offer her a new mattress.
Initial Business Response /* (1000, 5, 2015/11/19) */
We apologize for the experience the customer has had with her recent purchase. The customer purchased her furniture on September 6, 2015. She was given our Thank You brochure explaining Slumberland's 120 Mattress Guarantee at that time. The...
brochure does state that a one-time reselection will be offered if the customer is not satisfied with their mattress purchase. No refunds are given. There are also no refunds on adjustable bases which is explained in the brochure as well. Slumberland gives this brochure to customers at the time their purchase is made to ensure they are aware of our policies and to give them time to review them prior to receiving their merchandise. Orders can be cancelled any time prior to pick-up or delivery if, after reviewing the brochure, a customer is not satisfied with our Slumberland guarantees.
We stand by our guarantees and have offered the customer the option to return her mattress and use the credit to complete a one-time reselection. If she would like to do this, she will need to follow up with the store manager to arrange a date to return the mattress. Once the customer has selected a return date, we will be able to pick up the mattress.
The manufacturer's warranty through Tempurpedic is a limited warranty. It offers full coverage on parts and labor for the first year. Years 2 and 3 offers coverage on the parts only, labor is not included. Years 4 + offer pro-rated coverage on the parts only, labor is not included. The extended warranty purchased through Slumberland offers full coverage on parts as well as labor for 10 years. If the customer would like to cancel their extended warranty, they can contact Furniture Care - the plan provider - at [redacted]. They will be able to process the plan cancellation and refund the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We went into slumberland and were talked into purchasing it that day because we were promised from the Sales Person that we would be able to return if we did not like the mattress unit. Also we were promised we could return the livingroom furniture if we did not like it. I wanted the Brown and told Sales Person that the Brown would work best in our Living Room but they only had one color on had and she told us to take it and try it and that we could order another color if we choose too.
Which I did the day they delivered it but I had told her that color would not work but she insisted we take it.
Also she convinced us to take the mattress because she guaranteed us that there would be no problem in returning it, if we bought a cover for mattress, which we did that because we were not sure. The Sales Person handed us the brochure with a Thank You on the front and paper clipped some of her personal cards to it. She never mentioned anything about not being able to return the base or not being able to get a refund. If fact she did not tell us to read what was in the brochur but only said this is a Thank you for your purchase. WE did NOT sign anything that we agreed to any policies of Slumberland.
As soon as we got mattress we tried to sleep on it and my husband got deathlly sick from the smell and had to go to the doctor. I called them and told them I wanted to return it but they said they wouldn't pick it up until our right color Livingroom furniture came in.
We immediately went and looked at Select Comfort and picked out a bed we wanted after we return this Tempur Pedic we got. The Sales person at Select Comfort went threw all the policies with us and said we would have to initial that we understood all the polices about returns, which was never done or explained to us by Slumberland.
We never signed anything with Slumberland about there policies or that they ever explained them to us.
The Livingroom Furniture came to 2,779.96 plus they told us we needed the Care plus coverage of 329.99, which we agreed to.
Our Tempur Pedic Mattress and power base came to 9,876.97 and they again told us we need a power base protection of 179.00. In talking with INC. Tempur Pedic, they said that we did not need any addtional coverage on power base.
So addtional coverage of 179.99 plus 329.99 we really did not need but we were told we should.
Then we purchased the mattress pad of 139.99 so we were guaranteed we could return the mattress for refund. Then we purchased the pillows for 359.98, which are made of the same foam in the mattress that we cannot keep.
We could only get credit on 10,000.00 so we wrote out a check for l,143.07.
The Select Comfort bed we picked out is M12, which comes with the mattress and powerbase as a unit, so cannot use the power base that we have.
The Power base we have has never worked properly since we got it and they say you have to call number to get help to reset it.
We have not used the bed since we let them know a week after we had it. We had to close our bedroom doors because of the smell. I have called several times to tell them to pick it up and they said they will when they get our correct color in of our furniture for livingroom.
I have called several time to tell them to pick it up and get it out of our home. We have to sleep downstairs in another bedroom because of that smelly mattress.
We never signed any papers that we were explained there policies. The Sales Person did NOT even mention anything about returns but only that we had 120 days to try it and return it, if we did not like it, but only said we had to purchase a mattress pad to be able to return the mattress.
We were never told we should read the brocure about there policies, we only thought it was a Thank You, so never looked at it. PRetty poor on the Sales Department to NOT make sure that we understood there policies.
We will keep the NEW BROWN Furniture providing they refund by check to us for the Mattress, Power Base, Pillows and check amount we wrote them. We only agree to pay them for furniture.
If they cannot agree to this then We will be left to hire an attorney to go to Small Claims Court.
We cannot use this power base for the M12 Select Comfort Bed we picked out. Kim,manager at Select Comfort,Sioux Falls, DID NOT tell the manager of Slumberland Craig that we could use power base for the M12 select Comfort. We have spoke to Kim.
We have spoken to another party who had to return there bed and power base to Worthington Slumberland and was refunded by a check.
We want to be refunded by check plus tax. This is all due to a medical issue with my husband and Slumberland not explaining there policies and not having us sign papers that we understood there policies.
We need this mattress out of our home immediately.
We wrote the check out on 9-6-15 and do not understand why they haven't taken more action.
We hope this can be resolved very soon with no added upset to my husband.
I would like an answer tomorrow Noverber 20th, 2015.
Policies don't stand when they are never explained and we never signed anything about understanding there policies.
Final Business Response /* (4000, 10, 2015/11/24) */
We will not be able to offer the customer the full refund she has requested. We can offer her a one-time reselection of her mattress. The reasoning for this as well as the details of the return credit, etc. have been explained to the customer in detail by the store manager and in our previous response to the customer's original Revdex.com complaint.
We understand the customer's frustration and would be happy to pick up her mattress. As previously stated, she will need to contact the store at [redacted] to schedule a date to return the mattress. She will need to schedule the date with the store directly to be sure the date fits within the her schedule.
The customer signed off on her original sales receipt of the bed and living room furniture and her delivery receipt. The store manager has provided the customer copies of both signed documents. We do not request signatures upon receipt of the Thank You brochure. It is given at the point of sale with a good faith understanding that it will be reviewed by the customer at their convenience. 33 days passed from the time of the purchase and delivery, allowing her to review these documents again. Slumberland is always willing to cancel or void a transaction anytime prior to delivery if a customer is unhappy with our policies or the terms of the sale.
The details of our policies and guarantees are outlined in the Thank You brochure and posted on our website. Slumberland ensures our policies are visible to customers in both in-store and via the website to make certain they are easily accessible should any questions or concerns arise before or after a purchase is made.
Initial Business Response /* (1000, 5, 2015/04/20) */
We apologize for the customers negative experiences she has had with her mattress. A reselection letter was approved and sent to her via both mail and email. The reason it would take longer to get the mattress delivered than to have it picked...
up is simply that deliveries are set a few days early and aren't done every day. The store does have to wait for the mattress to arrive there from the warehouse and once it does they can set a delivery date that they have available and that works for the customer, unfortunately that is not usually immediate as deliveries fill up quickly based on dates that customers are available. The delivery fee was waived however because of timing the customer chose to pick up and they did receive their new mattress on Tuesday April, 14th.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although this might be factually true, they have a practice of misrepresenting the availability of their products and services. Their representatives were extremely hard to work with- dealing with multiple people (including getting text messages instead of phone calls from employees). Also, told I was able to pick out any mattress in one location but when getting there getting told multiple times I would/should have to go to another location just to order one. After breaking out in tears they finally ordered me one (one that I was not even able to try out or see before ordering). I would NEVER do business with this company again or tell anybody to stay far away which is sad as I live not far from the distribution center.
Initial Business Response /* (1000, 5, 2016/01/29) */
We are sorry to hear the customer is not satisfied with their mattress. They are within their 120 sleep guarantee period. The customer can, at any time within the 120 day period, return their mattress for in-store credit and select something...
different. We will not be able to offer the customer a refund.
Please see the attached copy of the customer's receipt. The receipt clearly states "120 NIGHT SLEEP GUARANTEE WITH 1 TIME RESELECT - NO REFUNDS". The customer did sign the receipt in acknowledgement and acceptance of the terms and conditions of their purchase agreement.
If the customer would like to return their current mattress set and select something better suited to their needs, they can contact their local Slumberland store at [redacted] for assistance.
*See attached receipt*
We apologize if the customer is not satisfied with the outcome of her warranty claim. The manufacturer’s warranty is void if stains are present as it can cause breakdown of integral components in the materials. Below is a link to the manufacturer’s warranty coverage:...
http://www.sealy.com/contact-us/mattress-warranty/warranties/purchased-since-200...⇄ If, after reviewing the coverage, the customer believes they meet the warranty requirements and no stains are present, they can contact our Service Center at ###-###-#### option 1 to have their claim reviewed. Until that time, we are not able to offer the customer a refund or replacement.
We apologize the customer has experienced challenges with the unsubscribe feature on our e-mail site. We want to provide you reassurance that we did remove him from our e-mail list. However it can take two or more scheduled e-mail cycles for this to take effect, so unfortunately this is...
the reason he still received an e-mail. We have contacted the Director of Digital Marketing, and she did confirm that the customer was removed. In the unlikely event he is still receiving e-mails after April 15th, we ask the customer please contact us and we will take additional steps to identify why he is continuing to receive e-mails. Again, we are very sorry for any confusion or frustration, and we appreciate him letting us know his concerns.