Initial Business Response /* (1000, 5, 2015/06/02) */
We apologize for the damage the customer experienced during her delivery. When we were notified of the damage caused to the customer's flooring, we dispatched a technician to repair the floor. The customer provided the flooring to be used to...
replace the boards damaged during delivery. Both the technician and the flooring installer noted to the customer that the boards may not being an exact match since they were newer than the customer's current floor. She accepted this and allowed them to complete the installation.
We offered the customer $100 to cover the cost of the boards used in the repairs. If the customer is dissatisfied with the boards provided to Slumberland, we would ask her to find boards that are a correct match. Once the customer is able to locate replacement flooring that meets her satisfaction, we would be happy to reimburse the cost of the boards and send a technician back out to her home to complete the installation.
If the customer could please call our Service Center at [redacted] #1 once she has obtained the correct boards, we would be happy to reassign a technician to install and compensate her for the purchase of the flooring boards.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the flooring and finding a replacement:
Slumberland employees caused the problem with the floor and should be responsible for fixing it by finding a replacement or another solution. The installer attempted to use a solution to remove the scratches, worked on it for about an hour and was not able to fix it and they didn't offer any other solutions at the time. I explained that the flooring I had available was newer flooring and that it may not match but he had no other suggestion or solutions so he said he would install it. I feel the company needs to find a solution to fix the floor, not me.
Also I had to pay the delivery people $20 because they initially refused to deliver the old dresser downstairs as promised by the sales person.
This company does not hire reliable delivery people.After this incident I had to have the new dresser replaced due to a a separation and a deep slit in the wood. When these two delivery people moved the replacement dresser they had a difficult time getting it in the box and I had to assist them after they hit the ceiling and removed some of the ceiling all over the floor and bed. I didn't notify the company because I was so tired of dealing with them already. I would like them to fix this problem.
Final Business Response /* (4000, 10, 2015/06/08) */
Our technician previously installed boards provided by the customer to complete the repairs to the flooring. In additional, we sent the customer $100 to cover the cost of the boards used in the repairs. We understand the customer is not satisfied with the repair that has taken place.
We can offer the customer an additional $300 to cover the cost of having the flooring repairs completed on her own. If the customer would prefer to purchase boards that meet her satisfaction we would still be willing to reimburse her the cost of the boards and send someone out to install them.
If the customer would please give our Service Center a call at [redacted] we can review both options and work from there to get this resolved.
Final Consumer Response /* (2000, 12, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have attempted to call the phone number listed above but am unable to speak with anyone from the corporate office.I have agreed to accept the additional $300 and have the flooring repairs completed on my own.I would appreciate someone to contact me regarding this resolution.
Initial Business Response /* (1000, 6, 2016/02/22) */
Mr. [redacted] on January 4th 2016 purchased a Queen size mattress and mattress protector both of which were delivered to Mr. [redacted] on January 16, 2016.
The mattress protector provides purchasers' a 30/120 day warranty that provides said...
mattress protector purchaser the one time opportunity to reselect another mattress at our store should they not be able to sleep comfortably on their initial mattress purchased at our store.
Because the purchaser receives this benefit, once the mattress and mattress protector are delivered (and the sleep warranty begins) as a company Slumberland does not accept returns on the mattress protectors purchased ( unless the customer does not accept the mattress protector upon its delivery to them, at which time then the sleep warranty would be cancelled.
Mr. [redacted] called our store on January 27th wishing to return his mattress protector, 10 days after we delivered his mattress and mattress protector to him. Due to this 10 day lapse of time from when we delivered Mr. [redacted] mattress and mattress protector, we followed Slumberland's policy and did not accept a return of the mattress protector.
I might add, that this policy exists so that people can have a one time chance to reselect the mattress they purchase from us (a credit against a new mattress purchased at our store) but ONLY if the mattress is protected by a mattress protector. We cannot and will not allow a return of any mattress if a mattress protector is not purchased and delivered with the mattress it is to be placed on. This policy is in place as it prevents consumers from purchasing the protector for the sleep warranty and then when they like the mattress, which we hope they do, they can't return the mattress protector.
Respectfully,
Jim [redacted]
Owner
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. I will accept the $25.00 to purchase batteries. I do not understand why the delivery employees told me it was all set to go if indeed there were no batteries. I assume you will be training them better. Also - the sales personnel that I worked with should have told me that when I purchased the chair. Please mail the check to me at my home. Thank you. Do not let this happen to anyone else!
The protection plan the customer purchased does not cover pet damage. We apologize if there was any confusion regarding the coverage details when the customer purchased the plan. At Slumberland we try to be as upfront as possible regarding what is and isn’t covered. The coverage...
details are outlined in the store. A copy of the plan detailing the coverage was also mailed directly to the customer in May 2012. We understand the customer’s frustration with their protection plan claim denial. If they wish to cancel the plan and obtain a refund, they can contact the plan provider, Furniture Care, at ###-###-####. We are not able to deliver a new couch to the customer as they requested. The pet damages caused to their furniture are not covered under their protection plan warranty or the manufacturer’s warranty.
Initial Business Response /* (1000, 5, 2015/04/08) */
We apologize for the issues the customer has experienced with their recliner. The manufacturer's warranty began when the customer received the first chair and did expire on December 26, 2014. Therefore, we will not be able to give the customer...
a full refund as requested. We will offer the customer a reselection so they may return their current chair and select something new. A letter will be mailed to the customer offering them the reselection option. Once they have received the letter, they can bring it in to their local Slumberland store to complete their reselection.
Initial Business Response /* (1000, 5, 2015/09/10) */
We apologize the customer is not satisfied with her Slumberland experience. We do offer a 120 Total Satisfaction Guarantee on mattress purchases. However, it is recommended that customer's sleep on their new mattress for 30 days to allow it to...
break-in. This is outlined in the Thank You brochure given to the customer at the time of the original purchase, as well as being posted on our website.
"Our satisfaction guarantee is 120 nights for mattresses and pillows provided a Protect-All protector is purchased for each item. If you are not satisfied with your mattress and/or pillows within 120 days, you are entitled to a one-time exchange.
NOTE: Because it takes time to adjust to the feel of a new mattress or pillow, we recommend buyers sleep on them for a minimum of 30 nights before making the decision to reselect.
Coverage: Any issues with the product's fit or feel
Duration: Within 120 days of merchandise receipt
Stipulations:
A valid receipt is required
A Protect-All protector must be purchased for each item with the original sale
Buyers are entitled to a one-time mattress/pillow reselection
Buyers are responsible for any applicable delivery fees on exchanges."
Both the salesperson and the manager of our Woodbury store have spoken to the customer. They have advised her how to speed up the breaking in process: walking with your knees around the mattress will help loosen the foam structure and soften it up quicker.
The customer purchased a Stearns & Foster mattress. In her complaint, she mentioned trying to call them and reaching Sealy. Stearns & Foster, Sealy, and Tempurpedic are all divisions of the same company. This may have caused some confusion when trying to reach the manufacturer.
Our Service Center was notified of the damages caused to the customer's home. A technician has been assigned to repair the damages. The technician will contact the customer directly to schedule an appointment with her to complete the repairs. We apologize this damage occurred.
Although we are not able to offer the customer a refund of her purchase as requested, we will stand by our 120 Total Satisfaction Guarantee. If she would like to use her one-time comfort reselection, she can return her current mattress and select a new one. We ask that she keep in mind all mattress do need time to break-in.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address the issues brought forward in the complaint, it only recites the policy for an exchange. Slumberland does not address the outright lies. 1st The fact that Stearns and Foster is not independently operated as stated specifically by Bill. This is not "confusion". They still have not addressed the fact that I have no warranty / paperwork or anything for this item - which was supposed to be provided at time of delivery. Another lie I was told is that this brand has an 80% customer satisfaction rating which is false (59% according to consumer affairs- the highest rating I could find online after being delivered an inferior or wrong product-which still undetermined). I explained and stressed to Bill that I have injuries and that I needed a soft bed and specifically asked about "break- in" and was told that it should be very close to the one on the showroom floor. This is not the case another lie. Slumberland's response to this- we told her to "walk on it with her knees" to speed up the "breaking in process"- NOT A RESOLUTION. I honestly am not sure that this is the same product.-Which also is not addressed in the "response" or the fact that the delivery team- refused to give me time to inspect the item, the fact that they blocked the hallway and demanded a signature- or the fact that he ignored me when I yelled after him and stated that there was an issue- I also have neighbors that witnessed this and will attest to this fact. - ABSOLUTLY NO RESPONSE about this from Slumberland.
Slumberland - Regarding your "no refunds" (I did not make an online purchase so website disclosures should not apply in this purchase. The "Thank you brochure" this is given AFTER the purchase was made, stapled to the back of the receipt. NOT disclosed prior. The refund section reads as follows:
REFUNDS
Cash and check payments will be refunded by check; refunds of check payments will be issued a minimum of 10 business days after receipt of initial payment. Bankcard payments will be credited back to the bankcard from which original payment was made. If the card cannot be produced, you have the option of receiving a Slumberland Gift Card in the refund amount, or leaving the balance "On Account" with Slumberland. Financed payments will be refunded to your Wells Fargo Slumberland card. If that account has been closed, or the balance has been paid off, Wells Fargo will be responsible for issuing a refund. Service and delivery fees are non-refundable. Please note: There are no refunds on mattresses, power bases, bed pillows, Protect-All protectors.... 3 quarters of the way through that entire section is where it is listed. You should provide this disclaimer to customers BEFORE not AFTER a purchase. This illustrates the very core of unethical business practices. That NEEDS to be made clear PRIOR to a purchase, not stapled to the back of a receipt.
They have not addressed the scuff marks on my wall other then a call/ voicemail I received from "Burnie" in the "service" department telling me that she would be in my area on 9/14 at 12pm and wanted to know if I knew what kind of paint was used on the wall. I do NOT feel comfortable with them telling me "when" they can come with less then 2 days notice- Saturday 9/12 at 11:16am- when I work overnights. I do not know the type or brand of paint that was used as I do not own, I rent. This will have to be addressed by the owner. Why would I trust you at this point? If you screw it up worse I am financially responsible to the landlord. Second you cannot just paint a part of a wall when the rest of the wall's paint is a few years old. This "option" of having someone that I do not know, from this company, that has not provided any credentials, lied, caused damage and refused to acknowledge all of the above...is not ok with me. I would prefer that my landlord make the repair and I will forward the receipts/charges to you for reimbursement.
Again due to the unethical nature of your company and lack of response about the aforementioned issues, I am requesting a return of the item and a full refund.
Final Business Response /* (4000, 9, 2015/09/16) */
We will not be able to offer the customer a refund for her mattress. As previously stated, we can offer the customer an in-store credit to select something different. I apologize if our policy wasn't explained thoroughly to the customer prior to her mattress purchase. The customer purchased her mattress on 08/30/15 which is when she was given a copy of our Thank You brochure explaining Slumberland's 120 Total Satisfaction Guarantee. The customer's mattress was delivered on 09/05/15. If the customer had notified Slumberland prior to her mattress being delivered that she had reviewed the Thank You brochure and was not satisfied with our policies, we would have gladly cancelled the order and offered her a full refund. The customer did not notify us of her concerns until after her mattress was received. We are happy to honor our Total Satisfaction Guarantee and offer the customer in-store credit to select something new. Mattresses do take time to break-in. Our floor models are tested daily by customers in the store so they have been through a breaking in period which can cause them to feel slightly different than a brand-new mattress which has not been broken in.
We apologize for the customer's delivery experience. Her concerns have been addressed with the delivery team involved. We have also assigned a technician to repair her home. We contract an independent technician to repair damage caused to customer's home. We have been working with her for many years and have never received a customer complaint regarding her repair work. However, if the customer would prefer to have her landlord repair the damage, we can cancel our technician and work directly with the customer's landlord to get the repairs taken care of. If the customer would prefer to go this route, we ask that she contact our Service Center at [redacted] #1 and provide the contact information from her landlord so we can contact them directly to get this resolved.
The customer also noted in her complaint that she had not received a copy of her warranty. A copy was mailed to her on 09/10/15. If she would like to review her warranty before she receives the hard copy in the mail, she can visit the manufacturer's website at: http://www.stearnsandfoster.com/index.php/customer-service/warranty.
If the customer would like to select a new mattress she can contact her local Slumberland store. They will work with her to select a replacement mattress. We request the customer keep in mind that all mattresses do need time to break in. Any new mattress selected may feel slightly different than the floor model until it has had time to break in.
The customer’s returned mattress was picked up from her home on June 15, 2010 and a replacement was delivered. We do not show record of any of the customer’s personal items being attached to the mattress when it was returned. It is the customer’s responsibility to remove all items:...
sheets, blankets, mattress pads, etc. from the mattress prior to returning. If the customer had reported her concerns when it was originally returned in 2010 we would have been able to look into this further. Unfortunately, since it has been over six years, we are not able to investigate this. Our records do not indicate that anything other than the mattress came back. We will be sending the customer a gift card to cover the cost of the mattress pad (75.99 + tax). We cannot offer her a refund or the $100 she is requesting as we do not show the protector ever being returned. If any issues arise in the future, we would request the customer notifies Slumberland immediately so we can address them for her.
Slumberland offers customers either free in-store pick up or a paid delivery service. Our free in-store pick up does not include assembly of the merchandise. We apologize if this was not explained to the customer at the time their order was purchased. The claim was denied when the...
customer called in to report the damage as they caused the problem themselves. The store did speak with the customer at the time of the damage report and offered them a $50 credit for the inconvenience. We do not typically offer replacement on merchandise damaged by the consumer. However, we are willing to offer the customer a one-time replacement on the table. The customer will be fully responsible for in-store pick-up and assembly of the new table unless they would prefer to purchase delivery and have our trained drivers bring the furniture to their home and complete assembly for them. If, upon receiving the new table, the customer notices missing parts or instructions, we would request they contact our Service Center at ###-###-#### option 1 prior to attempting assembly to avoid any further issues.
I am rejecting this response because:
I just called both numbers and they stated that my manufacture warranty is only one year and it's expired. Went in the email slumberland tells me I have until October 9, 2017 for a two year manufacturer warranty. Called the second number and they said we will not cover either because what happened to it isn't covered in your plan but again I bought the plan solely for the purpose of anything happens to the leather for 5 years it will be covered. The salesmen saw that we were expecting and advices us to get the plan bc anything happens to the furniture by our kid will be covered. So we were sold on that and bought the plan. We want our furniture fixed with no charge just like it was stated to us or a full refund of it.
We apologize for the customer’s frustration regarding the pricing of her mattress. There was an error made by the salesperson. Unfortunately, he is no longer employed at Slumberland so the store manager wasn’t immediately able to identify the problem. After reviewing the...
customer’s concerns it has been determined a refund is owed. The store manager, Don, processed the refund for $300 to the customer’s financing account. It should be reflected on their next billing cycle. If the customer has any further questions or concerns in the meantime we would ask them to contact the Wichita West store at ###-###-####. We are sorry for the delay in getting this resolved for the customer. We truly do appreciate the customer’s business and hope they will give us another opportunity to make their Slumberland experience a positive one.
We apologize if there was any confusion regarding the product on our website. We have forwarded the customer’s concerns to our Marketing Department so they can look into this. The description of the piece our website does list it as the “Exquisite Collection – Hutch”. The desk...
that goes with it is listed separately below as “Exquisite Collection – Desk”. On August 3, we received an email from the customer voicing her concerns. At that time, we offered to refund her the purchase price of the hutch if she wished to return it. We would be happy to take the hutch back and refund the customer. To do so she will need to contact our Ramsey store at ###-###-####. They will be able to get that processed for her.
I am rejecting this response because:I'll need to receive a full refund or exchange of products delivered that are not as described. I purchased from your company in good faith a product that was not as described and with a policy that was hidden with malice intent. If you are not willing to work with me in a responsible manner we will have to handle this in a civil court. I've acted in good faith and performed under all the terms and provisions explained to me by your store manager / sales person. Your store and associates acted in bad faith in violation of their duty of good faith and fair dealing under the applicable federal and state statutes as well as under common law by failing to disclose fully and fairly your terms. I also believe your store and associates are guilty of misrepresentation and fraud intending to and in fact causing me to reasonably rely on their misrepresentations of material facts whereby I was caused to act in a different manner of selection of purchased items. In doing so I believe your store and associates are guilty of fraud, oppression or malice, express or implied, under the provisions of Missouri state statute 407.020. I'm limited to 2000 characters in this response so there will be more violations explained when we file.
Initial Business Response /* (1000, 10, 2015/05/01) */
We apologize for the customers negative experiences with both our Customer Service department and the store. Our Customer Service team is contacting the customers granddaughter to offer her a reselection of the sectional that was purchased for...
her as it is within the manufacturers warranty and she has had numerous problems with it. Once they speak to her a letter will be sent to her giving her credit to reselect something new.
Initial Business Response /* (1000, 5, 2015/06/02) */
We apologize for the damage the customer experienced during her delivery. When we were notified of the damage caused to the customer's flooring, we dispatched a technician to repair the floor. The customer provided the flooring to be used to...
replace the boards damaged during delivery. Both the technician and the flooring installer noted to the customer that the boards may not being an exact match since they were newer than the customer's current floor. She accepted this and allowed them to complete the installation.
We offered the customer $100 to cover the cost of the boards used in the repairs. If the customer is dissatisfied with the boards provided to Slumberland, we would ask her to find boards that are a correct match. Once the customer is able to locate replacement flooring that meets her satisfaction, we would be happy to reimburse the cost of the boards and send a technician back out to her home to complete the installation.
If the customer could please call our Service Center at [redacted] #1 once she has obtained the correct boards, we would be happy to reassign a technician to install and compensate her for the purchase of the flooring boards.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regarding the flooring and finding a replacement:
Slumberland employees caused the problem with the floor and should be responsible for fixing it by finding a replacement or another solution. The installer attempted to use a solution to remove the scratches, worked on it for about an hour and was not able to fix it and they didn't offer any other solutions at the time. I explained that the flooring I had available was newer flooring and that it may not match but he had no other suggestion or solutions so he said he would install it. I feel the company needs to find a solution to fix the floor, not me.
Also I had to pay the delivery people $20 because they initially refused to deliver the old dresser downstairs as promised by the sales person.
This company does not hire reliable delivery people.After this incident I had to have the new dresser replaced due to a a separation and a deep slit in the wood. When these two delivery people moved the replacement dresser they had a difficult time getting it in the box and I had to assist them after they hit the ceiling and removed some of the ceiling all over the floor and bed. I didn't notify the company because I was so tired of dealing with them already. I would like them to fix this problem.
Final Business Response /* (4000, 10, 2015/06/08) */
Our technician previously installed boards provided by the customer to complete the repairs to the flooring. In additional, we sent the customer $100 to cover the cost of the boards used in the repairs. We understand the customer is not satisfied with the repair that has taken place.
We can offer the customer an additional $300 to cover the cost of having the flooring repairs completed on her own. If the customer would prefer to purchase boards that meet her satisfaction we would still be willing to reimburse her the cost of the boards and send someone out to install them.
If the customer would please give our Service Center a call at [redacted] we can review both options and work from there to get this resolved.
Final Consumer Response /* (2000, 12, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have attempted to call the phone number listed above but am unable to speak with anyone from the corporate office.I have agreed to accept the additional $300 and have the flooring repairs completed on my own.I would appreciate someone to contact me regarding this resolution.
Initial Business Response /* (1000, 6, 2016/02/22) */
Mr. [redacted] on January 4th 2016 purchased a Queen size mattress and mattress protector both of which were delivered to Mr. [redacted] on January 16, 2016.
The mattress protector provides purchasers' a 30/120 day warranty that provides said...
mattress protector purchaser the one time opportunity to reselect another mattress at our store should they not be able to sleep comfortably on their initial mattress purchased at our store.
Because the purchaser receives this benefit, once the mattress and mattress protector are delivered (and the sleep warranty begins) as a company Slumberland does not accept returns on the mattress protectors purchased ( unless the customer does not accept the mattress protector upon its delivery to them, at which time then the sleep warranty would be cancelled.
Mr. [redacted] called our store on January 27th wishing to return his mattress protector, 10 days after we delivered his mattress and mattress protector to him. Due to this 10 day lapse of time from when we delivered Mr. [redacted] mattress and mattress protector, we followed Slumberland's policy and did not accept a return of the mattress protector.
I might add, that this policy exists so that people can have a one time chance to reselect the mattress they purchase from us (a credit against a new mattress purchased at our store) but ONLY if the mattress is protected by a mattress protector. We cannot and will not allow a return of any mattress if a mattress protector is not purchased and delivered with the mattress it is to be placed on. This policy is in place as it prevents consumers from purchasing the protector for the sleep warranty and then when they like the mattress, which we hope they do, they can't return the mattress protector.
Respectfully,
Jim [redacted]
Owner
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. I will accept the $25.00 to purchase batteries. I do not understand why the delivery employees told me it was all set to go if indeed there were no batteries. I assume you will be training them better. Also - the sales personnel that I worked with should have told me that when I purchased the chair. Please mail the check to me at my home. Thank you. Do not let this happen to anyone else!
The protection plan the customer purchased does not cover pet damage. We apologize if there was any confusion regarding the coverage details when the customer purchased the plan. At Slumberland we try to be as upfront as possible regarding what is and isn’t covered. The coverage...
details are outlined in the store. A copy of the plan detailing the coverage was also mailed directly to the customer in May 2012. We understand the customer’s frustration with their protection plan claim denial. If they wish to cancel the plan and obtain a refund, they can contact the plan provider, Furniture Care, at ###-###-####. We are not able to deliver a new couch to the customer as they requested. The pet damages caused to their furniture are not covered under their protection plan warranty or the manufacturer’s warranty.
Initial Business Response /* (1000, 5, 2015/04/08) */
We apologize for the issues the customer has experienced with their recliner. The manufacturer's warranty began when the customer received the first chair and did expire on December 26, 2014. Therefore, we will not be able to give the customer...
a full refund as requested. We will offer the customer a reselection so they may return their current chair and select something new. A letter will be mailed to the customer offering them the reselection option. Once they have received the letter, they can bring it in to their local Slumberland store to complete their reselection.
Initial Business Response /* (1000, 5, 2015/09/10) */
We apologize the customer is not satisfied with her Slumberland experience. We do offer a 120 Total Satisfaction Guarantee on mattress purchases. However, it is recommended that customer's sleep on their new mattress for 30 days to allow it to...
break-in. This is outlined in the Thank You brochure given to the customer at the time of the original purchase, as well as being posted on our website.
"Our satisfaction guarantee is 120 nights for mattresses and pillows provided a Protect-All protector is purchased for each item. If you are not satisfied with your mattress and/or pillows within 120 days, you are entitled to a one-time exchange.
NOTE: Because it takes time to adjust to the feel of a new mattress or pillow, we recommend buyers sleep on them for a minimum of 30 nights before making the decision to reselect.
Coverage: Any issues with the product's fit or feel
Duration: Within 120 days of merchandise receipt
Stipulations:
A valid receipt is required
A Protect-All protector must be purchased for each item with the original sale
Buyers are entitled to a one-time mattress/pillow reselection
Buyers are responsible for any applicable delivery fees on exchanges."
Both the salesperson and the manager of our Woodbury store have spoken to the customer. They have advised her how to speed up the breaking in process: walking with your knees around the mattress will help loosen the foam structure and soften it up quicker.
The customer purchased a Stearns & Foster mattress. In her complaint, she mentioned trying to call them and reaching Sealy. Stearns & Foster, Sealy, and Tempurpedic are all divisions of the same company. This may have caused some confusion when trying to reach the manufacturer.
Our Service Center was notified of the damages caused to the customer's home. A technician has been assigned to repair the damages. The technician will contact the customer directly to schedule an appointment with her to complete the repairs. We apologize this damage occurred.
Although we are not able to offer the customer a refund of her purchase as requested, we will stand by our 120 Total Satisfaction Guarantee. If she would like to use her one-time comfort reselection, she can return her current mattress and select a new one. We ask that she keep in mind all mattress do need time to break-in.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not address the issues brought forward in the complaint, it only recites the policy for an exchange. Slumberland does not address the outright lies. 1st The fact that Stearns and Foster is not independently operated as stated specifically by Bill. This is not "confusion". They still have not addressed the fact that I have no warranty / paperwork or anything for this item - which was supposed to be provided at time of delivery. Another lie I was told is that this brand has an 80% customer satisfaction rating which is false (59% according to consumer affairs- the highest rating I could find online after being delivered an inferior or wrong product-which still undetermined). I explained and stressed to Bill that I have injuries and that I needed a soft bed and specifically asked about "break- in" and was told that it should be very close to the one on the showroom floor. This is not the case another lie. Slumberland's response to this- we told her to "walk on it with her knees" to speed up the "breaking in process"- NOT A RESOLUTION. I honestly am not sure that this is the same product.-Which also is not addressed in the "response" or the fact that the delivery team- refused to give me time to inspect the item, the fact that they blocked the hallway and demanded a signature- or the fact that he ignored me when I yelled after him and stated that there was an issue- I also have neighbors that witnessed this and will attest to this fact. - ABSOLUTLY NO RESPONSE about this from Slumberland.
Slumberland - Regarding your "no refunds" (I did not make an online purchase so website disclosures should not apply in this purchase. The "Thank you brochure" this is given AFTER the purchase was made, stapled to the back of the receipt. NOT disclosed prior. The refund section reads as follows:
REFUNDS
Cash and check payments will be refunded by check; refunds of check payments will be issued a minimum of 10 business days after receipt of initial payment. Bankcard payments will be credited back to the bankcard from which original payment was made. If the card cannot be produced, you have the option of receiving a Slumberland Gift Card in the refund amount, or leaving the balance "On Account" with Slumberland. Financed payments will be refunded to your Wells Fargo Slumberland card. If that account has been closed, or the balance has been paid off, Wells Fargo will be responsible for issuing a refund. Service and delivery fees are non-refundable. Please note: There are no refunds on mattresses, power bases, bed pillows, Protect-All protectors.... 3 quarters of the way through that entire section is where it is listed. You should provide this disclaimer to customers BEFORE not AFTER a purchase. This illustrates the very core of unethical business practices. That NEEDS to be made clear PRIOR to a purchase, not stapled to the back of a receipt.
They have not addressed the scuff marks on my wall other then a call/ voicemail I received from "Burnie" in the "service" department telling me that she would be in my area on 9/14 at 12pm and wanted to know if I knew what kind of paint was used on the wall. I do NOT feel comfortable with them telling me "when" they can come with less then 2 days notice- Saturday 9/12 at 11:16am- when I work overnights. I do not know the type or brand of paint that was used as I do not own, I rent. This will have to be addressed by the owner. Why would I trust you at this point? If you screw it up worse I am financially responsible to the landlord. Second you cannot just paint a part of a wall when the rest of the wall's paint is a few years old. This "option" of having someone that I do not know, from this company, that has not provided any credentials, lied, caused damage and refused to acknowledge all of the above...is not ok with me. I would prefer that my landlord make the repair and I will forward the receipts/charges to you for reimbursement.
Again due to the unethical nature of your company and lack of response about the aforementioned issues, I am requesting a return of the item and a full refund.
Final Business Response /* (4000, 9, 2015/09/16) */
We will not be able to offer the customer a refund for her mattress. As previously stated, we can offer the customer an in-store credit to select something different. I apologize if our policy wasn't explained thoroughly to the customer prior to her mattress purchase. The customer purchased her mattress on 08/30/15 which is when she was given a copy of our Thank You brochure explaining Slumberland's 120 Total Satisfaction Guarantee. The customer's mattress was delivered on 09/05/15. If the customer had notified Slumberland prior to her mattress being delivered that she had reviewed the Thank You brochure and was not satisfied with our policies, we would have gladly cancelled the order and offered her a full refund. The customer did not notify us of her concerns until after her mattress was received. We are happy to honor our Total Satisfaction Guarantee and offer the customer in-store credit to select something new. Mattresses do take time to break-in. Our floor models are tested daily by customers in the store so they have been through a breaking in period which can cause them to feel slightly different than a brand-new mattress which has not been broken in.
We apologize for the customer's delivery experience. Her concerns have been addressed with the delivery team involved. We have also assigned a technician to repair her home. We contract an independent technician to repair damage caused to customer's home. We have been working with her for many years and have never received a customer complaint regarding her repair work. However, if the customer would prefer to have her landlord repair the damage, we can cancel our technician and work directly with the customer's landlord to get the repairs taken care of. If the customer would prefer to go this route, we ask that she contact our Service Center at [redacted] #1 and provide the contact information from her landlord so we can contact them directly to get this resolved.
The customer also noted in her complaint that she had not received a copy of her warranty. A copy was mailed to her on 09/10/15. If she would like to review her warranty before she receives the hard copy in the mail, she can visit the manufacturer's website at: http://www.stearnsandfoster.com/index.php/customer-service/warranty.
If the customer would like to select a new mattress she can contact her local Slumberland store. They will work with her to select a replacement mattress. We request the customer keep in mind that all mattresses do need time to break in. Any new mattress selected may feel slightly different than the floor model until it has had time to break in.
The customer’s returned mattress was picked up from her home on June 15, 2010 and a replacement was delivered. We do not show record of any of the customer’s personal items being attached to the mattress when it was returned. It is the customer’s responsibility to remove all items:...
sheets, blankets, mattress pads, etc. from the mattress prior to returning. If the customer had reported her concerns when it was originally returned in 2010 we would have been able to look into this further. Unfortunately, since it has been over six years, we are not able to investigate this. Our records do not indicate that anything other than the mattress came back. We will be sending the customer a gift card to cover the cost of the mattress pad (75.99 + tax). We cannot offer her a refund or the $100 she is requesting as we do not show the protector ever being returned. If any issues arise in the future, we would request the customer notifies Slumberland immediately so we can address them for her.
Slumberland offers customers either free in-store pick up or a paid delivery service. Our free in-store pick up does not include assembly of the merchandise. We apologize if this was not explained to the customer at the time their order was purchased. The claim was denied when the...
customer called in to report the damage as they caused the problem themselves. The store did speak with the customer at the time of the damage report and offered them a $50 credit for the inconvenience. We do not typically offer replacement on merchandise damaged by the consumer. However, we are willing to offer the customer a one-time replacement on the table. The customer will be fully responsible for in-store pick-up and assembly of the new table unless they would prefer to purchase delivery and have our trained drivers bring the furniture to their home and complete assembly for them. If, upon receiving the new table, the customer notices missing parts or instructions, we would request they contact our Service Center at ###-###-#### option 1 prior to attempting assembly to avoid any further issues.
I am rejecting this response because:
I just called both numbers and they stated that my manufacture warranty is only one year and it's expired. Went in the email slumberland tells me I have until October 9, 2017 for a two year manufacturer warranty. Called the second number and they said we will not cover either because what happened to it isn't covered in your plan but again I bought the plan solely for the purpose of anything happens to the leather for 5 years it will be covered. The salesmen saw that we were expecting and advices us to get the plan bc anything happens to the furniture by our kid will be covered. So we were sold on that and bought the plan. We want our furniture fixed with no charge just like it was stated to us or a full refund of it.
We apologize for the customer’s frustration regarding the pricing of her mattress. There was an error made by the salesperson. Unfortunately, he is no longer employed at Slumberland so the store manager wasn’t immediately able to identify the problem. After reviewing the...
customer’s concerns it has been determined a refund is owed. The store manager, Don, processed the refund for $300 to the customer’s financing account. It should be reflected on their next billing cycle. If the customer has any further questions or concerns in the meantime we would ask them to contact the Wichita West store at ###-###-####. We are sorry for the delay in getting this resolved for the customer. We truly do appreciate the customer’s business and hope they will give us another opportunity to make their Slumberland experience a positive one.
We apologize if there was any confusion regarding the product on our website. We have forwarded the customer’s concerns to our Marketing Department so they can look into this. The description of the piece our website does list it as the “Exquisite Collection – Hutch”. The desk...
that goes with it is listed separately below as “Exquisite Collection – Desk”. On August 3, we received an email from the customer voicing her concerns. At that time, we offered to refund her the purchase price of the hutch if she wished to return it. We would be happy to take the hutch back and refund the customer. To do so she will need to contact our Ramsey store at ###-###-####. They will be able to get that processed for her.
I am rejecting this response because:I'll need to receive a full refund or exchange of products delivered that are not as described. I purchased from your company in good faith a product that was not as described and with a policy that was hidden with malice intent. If you are not willing to work with me in a responsible manner we will have to handle this in a civil court. I've acted in good faith and performed under all the terms and provisions explained to me by your store manager / sales person. Your store and associates acted in bad faith in violation of their duty of good faith and fair dealing under the applicable federal and state statutes as well as under common law by failing to disclose fully and fairly your terms. I also believe your store and associates are guilty of misrepresentation and fraud intending to and in fact causing me to reasonably rely on their misrepresentations of material facts whereby I was caused to act in a different manner of selection of purchased items. In doing so I believe your store and associates are guilty of fraud, oppression or malice, express or implied, under the provisions of Missouri state statute 407.020. I'm limited to 2000 characters in this response so there will be more violations explained when we file.
Initial Business Response /* (1000, 10, 2015/05/01) */
We apologize for the customers negative experiences with both our Customer Service department and the store. Our Customer Service team is contacting the customers granddaughter to offer her a reselection of the sectional that was purchased for...
her as it is within the manufacturers warranty and she has had numerous problems with it. Once they speak to her a letter will be sent to her giving her credit to reselect something new.