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Reviews Furniture Stores, Bedding Slumberland

Slumberland Reviews (35)

Horrible customer experience
My wife and I ordered a table and chairs on Dec. 27th 2020 from the Burlington IA store. We were told they would contact us when our furniture came in and we could pick it up. Mid June of '21 we got the call and drove the hour and a half to get our table and chairs. When we arrived the only pieces they had were the table top and the bench seat. After a heated discussion with the sales people we came to an agreement that they would deliver and set our furniture up for us when it came in. The next weekend they had recieved all the pieces. When they guys unboxed the table top the corner of the table and the leaf were both damaged. So a new top had to be ordered. Fast forward to today 7/20/22. I just got off the phone with the corporate customer service and they are telling me October at the earliest that's 22 months from the purchase date. I have been lied to on multiple occasions ( it's stuck at the Canadian border,. It's on a boat in California etc.) This has been the worst customer experience I have ever dealt with. Now the zero percent interest has ended and we are being charged an additional $260 on a damaged product that we just wish we had never purchased. This was the first and only time we will purchase from slumber land furniture.
Horrible customer experience
Horrible customer experience

Thank you for your help with bringing this claim to our attention and for the opportunity to respond sans-serif;">The timeline that we have documented is in conflict with the events that are described in the customer's complaint This customer first contacted us with concerns on June 29,2015, and we were able to perform an in home inspection on July Parts were ordered after that inspection (the customer was informed that these parts take 4-weeks to arrive) Of the three issues reported, only one was a warranty issue, the other two the store agreed to cover at no charge, in the name of customer service This was explained to the customer during the in home inspection When those parts arrived at the store, a technician was scheduled to perform the original repairs During the scheduling process, the customer reported additional damage that would require additional parts from the manufacture These additional parts were requested as a rush but were not here before the scheduled service call was to take place The day of the scheduled repair, the customer was given the choice to have a tech come to their location and perform the repairs that we had parts for or wait until all parts were in We were happy to accommodate the customer with either decision The customer cancelled the appointment and chose to waitWhen the second set of parts came in, we contacted out repair center and asked that they schedule the repair with the customer After multiple phone calls and a letter being sent to ask the customer to contact them to schedule a time for the work to be done, the repair was finally completed on 10/29/ While the technician was at their home, the customer reported additional damage regarding a seam That was photographed and reviewed by the service department It was determined not to be a warranty issueThe customer had purchased an extended service contract that covers many non warranty issues and the service department called and left a voice mail with the customer on 10/with the number that they needed to call and persue that claim On January 22,the customer contacted the store and inquired on the status of their merchandise We contacted Furniture Care and they were finally able to speak with the customer and order the necessary non warranted parts and have them delivered to the customers home on 2/6/ Slumberland has made every effort to work with this customer and will continue to do so Many of the delays and or frustrations the customer has expressed are outside of our warranties or control or due to the customers choices and or actions The request to replace the product is not an option since almost all of the damage that has happened is as a result of use not any defect and, therefore, not recognized by the manufacture or Slumberland under any warranty we are able to service Thank you, [redacted]

We have already replaced the mattress for this customerCustomer visited our store again today claiming that the 2nd mattress is also defectiveWe are sending our service technician again for a free in-home inspectionIf the mattress is indeed defective, it is covered by warranty and we will order a new mattress or the customer can pick out a completely different mattress

would highly recommend this place to anyone looking to buy furniture and wanting to deal with honest and customer focused employeesEvery employee I've dealt with from this store has been helpful and thoroughly professionalWe recently purchased some furniture from them just before we were moving out of stateWhen we arrived at our new house we discovered that a table we had purchased had some damageWe contacted Slumberland in Dubuque and they drove over miles round trip, no charge, and replaced it! My family and I were very impressed with this level of professionalism and commitment to customer service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below As a dealer for the manufacture of the mattress, you represent them You told us wrong information not them You told us the information twice Once to sell the mattress and then again on delivery The delivery associates told us to make sure to always use the handles and if they ever rip or come loose from the mattress slumberland will replace the mattress Due to the wrong information that we were told not once but twice by a slumberland representative, we would like a replacement mattress delivered and have the defective mattress picked up When someone spends this kind of money on something, you would think that the business that sells it to you would be more than happy to take care of this for you especially since it was their information that was told wrong Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ We apologize for the issues the customer has experienced. When he called our Service Center to report the problem, his box spring was deemed to be defective and authorized for reselection. His mattress was not found to be defective so it was... not authorized for reselection. As a one-time courtesy, we will offer the customer a reselection of the mattress in addition to the defective box spring for a total in-store credit of $1099.99 + tax. A copy of the updated reselection letter has been e-mailed to the customer as well as faxed to the customer's local Slumberland store.

Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ We apologize for the issues the customer has experienced with their reclinerThe manufacturer's warranty began when the customer received the first chair and did expire on December 26, Therefore, we will not be able to give the customer a full refund as requestedWe will offer the customer a reselection so they may return their current chair and select something newA letter will be mailed to the customer offering them the reselection optionOnce they have received the letter, they can bring it in to their local Slumberland store to complete their reselection

Initial Business Response / [redacted] (1000, 10, 2015/05/01) */ We apologize for the customers negative experiences with both our Customer Service department and the storeOur 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 itOnce they speak to her a letter will be sent to her giving her credit to reselect something new

Initial Business Response / [redacted] (1000, 10, 2015/06/25) */ We apologize if the customer is still dissatisfied with her sectional purchaseOur Service Center dispatched a technician to the customer's home to inspect the sectional for defectsThere were no defects presentThe sectional the customer purchased does not come with lights in the switches In the customer's complaint she brought up some concerns regarding the time frame between purchase and deliveryThe set was purchased on 12/28/and was delivered on 02/09/The customer stated it took weeks to receive the furniture instead of weeks promised by the storeIt did take about 1/weeks for her to receive deliveryWe apologize for the slight delay in her receiving the merchandise We are not able to refund the customer her sectional purchase price or delivery feeThere are no defects present in the furnitureAlso her delivery was scheduled within weeks of her order being placed If the customer is dissatisfied with her Furniture Care extended warranty purchase and would like to cancel it, she can contact Furniture Care directly at [redacted] They can review the cancellation and refund options available to the customer Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician they sent to my home DID find defective switchesThe technician Diana stated that Slumberland would order new switches and have them sent to my home and to call their number when they were received and she would come back and install themI called the store to check on the switches and was assured they were being ordered and I could have the option of installing them myselfI stated I shouldn't have to install them - so it was agreed that the technician would returnDefect was found - slumberland acknowledged the defect and agreed to replace the switches and now have decided to not stand behind their productSlumberland had another technician contact us after my first Revdex.com complaint was filedThis technician set up an appointment two days n a row and never showed up at my homeSo two days of staying home from work for the technician to arrive and they never bother to show up As you can see by the attached photos, two of the switches have lights and two do notSo "the business" calling me a liar on everything I have said does not help this situationWe were GUARANTEED by Gus [redacted] we would receive our furniture within weeksweeks would be the the absolute latestWhen a salesman GUARANTEES something, the business should stand behind it! I never said it took a full two months for delivery! I did not request a full refund of the purchase price, I requested a partial refund of 50% due to the fact that I was sold a sectional with defective switchesWe chose to purchase from Slumberland and wait the weeks for delivery instead of purchasing the same sectional from Westco in our home town simply because the switches in Westco did not match! Gus [redacted] was told this that dayHe knew that we wanted the full sectional switches to matchBottom line - the first technician that Slumberland sent to my home - stated there was a defect, Slumberland was to order the replacement parts for the technician to return and installSlumberland is continuing to call me a liar and not stand behind the product they sold Final Business Response / [redacted] (4000, 14, 2015/07/02) */ We have contacted the customer via email on 06/30/to further review options to get this resolvedAs of 07/02/15, we have not received a response from herIf the customer would like to discuss these options we request she either reply to our email or call our Service Center

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
We are not settling for anything less then what we have previously statedI do not appreciate that Slumberland wants to blame us by saying it is use or misuse That indicates to me that the quality of furniture is not fit to sell if it's only going to holdup weeksHow many other people have been taken advantage of and just ate the cost, time of fighting it, etc There is more repairs that may need to be done because the repairs that were done are not holding up Not only is it a lemon the repair isn't holding up We received a call today regarding the repairs and when we called them back we received a message that there was no one available to take the call, which is nothing new Slumberland needs to end this now and replace it or refund use the total cost of the purchase
Regards,
*** ***

We appreciate the opportunity to address any concerns that customers have regarding purchases that they have made with
Slumberland.
The original delivery date for this merchandise was in May of There is a one year manufacturer's warranty on the fabric and any labor for repairs. Since the customer is outside of that timeframe, the issue described can only be addressed with the insurance protection plan This plan is provided by a third party company called Furniture Care that is independent of Slumberland.
In the name of customer service, we are happy to contact Furniture Care on behalf of a customer if any problems or concerns should arise. With that being said, I have contacted Furniture Care and have been assured that Ms*** case will be reopened and reviewed by a supervisor. They have what appears to be conflicting information on where that damage is located. I have also called the customer directly to ask the same questions so that we can advocate on their behalf should that be necessary
Slumberland has made every effort to assist this customer in the process of filing a claim on their warranty plan. In the end, the legal terms, responsibilities, decisions and service of these plans rests solely with Furniture Care. As such, the issues and desired settlement described in this complaint should be directed toward Furniture Care and not Slumberland We will continue to assist in the process, but should this customer ultimately not qualify based on the facts and the terms of the coverage, no further action is warranted
Sincerely,
*** ***
Slumberland Furniture

Again, because the damage caused to your mattress does not constitute a defect under its warranty, it cannot be serviced or replaced at no cost. We also cannot find any evidence that suggests you were given any information regarding the product’s actual warranty beyond the detailed written warranty that was attached to the product.
As you stated, you looked at many different mattresses when you were in the store and, if any warranty on handles was discussed, it was likely on one of the other mattresses you were testing. Our showroom has over different mattresses on display at any given time; all with differing specifications including specific warranty details Because of these complexities the only warranty we can honor is the one that is supported in writing and by the manufacture.
Again we are truly sorry there is no further help we can provide in this situation
*** ***

We have contacted customer and offered to refund all amounts paid to our store and any amounts financed upon the successful pick up
of the furniture in the customers home. All with no additional charges, as requested, provided the product is in similar condition as it was when delivered.
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I do not accept the response made by the business to resolve this complaintOf course documented timelines are going to be in conflict. They aren't going to document all the calls and the visit to the store to resolve thisI spent over a half hour in the store talking to *** on getting it fixed and all I got was excesses (that the person that did their repair work does it only a couple days a week; they were trying to contract with an outside source)We also talked with Loren more times than I can count. When the repair was being schedule the first time it was Slumberland that asked if we wanted to wait because all the parts hadn't come in. Now we are faulted for making a choice to have all the repairs done at once when all the parts weren't there (which wasn't our fault), I'm sorry. I thought we were being courteous not having to send a technician out twice and it also helped us out by not having to make arrangements for someone to be there to let them in twice. I guess it doesn't pay to try to be helpful either. At NO TIME did we ever receive multiple phone calls or sent a letter to contact them to schedule a time for the work to be doneAny phone calls that we received were returned in a timely manner, because we wanted it fixed. Slumberland had us talking to different people. In fact *** said that we needed to talk direct that she was done with it. The Furniture Care people (not sure if these are the repair people or are people that have the extended warranty) you always had to leave a message and hope that they would call back (a lot of phone tag). Messages were also left for *** and *** and they didn't return calls in a timely fashion if they called back at allSlumberland's lack of communication with the one person that was going to fix it was told the parts were at the La Crosse store when indeed they were at the Rochester store so it put him two hours out of his way and ended up at the house late afternoon early evening and never left the house until 9:or 10:pmThen we were told he'd have to come back because he didn't have all the partsNothing was ever completed. The parts they were missing didn't get done until February 18th, and the cushions (in recliner seat and leg rest) that were replaced aren't holding upThe seam that *** talked about was reported after the technician left and before they came back the electrical stopped working and springs were falling out from under one of the recliners. The last time I talked with *** was January 13th, and I told him I was all done messing with trying to get it repaired. That we had waited long enough and that Slumberland had two options 1) replaced with furniture of equal value or 2) a total refund of sectional and extended warranty and I wanted an answer by Noon on January 15th or I would be filing a complaint with Revdex.com and a possible Small claims if we couldn't get it resolve through Revdex.com. I called back on January 13th and was told *** went on vacation. They would leave a message for *** to get back to me. *** called me on January 19th, and I told her the same thing I told ***. *** said she needed a couple days and she'd call by Wednesday along with her statements that they were going out of there way to help and they were doing it as a customer service, etcI told her fine call me by WednesdayI also asked to talk to someone high up then her and she gave me a run around.Bottom line you shouldn't have furniture fall apart weeks after it's delivered or be told it’s a result of useWe have been buying furniture from Slumberland still 1985/86. We've bought recliners, bedroom sets, sofas, loveseats, table and chairs, coffee tables, end tables, etc. The last sofa and love seat I bought from them was in and it held up and was placed in the basement to use. It had the same adults and children (which are older now) using it every day for years and cost half or less then the sofa sectional for the new house living room*** once again states in her response that it is a result of useIt was bought to sit on not to just look at. Bottom line is that the sofa sectional is a piece of junk. We feel that even though Slumberland feels that they have made every effort to work with us and will continue to do so. We feel that the delays, excesses, the sectional falling apart piece by piece, and even some of the fixed pieces not holding up eitherIf I remember correctly I read in that the won't repair or replace items that had already been repaired or replaced. So with all of this being said we will not settle for anything less then it being replaced with furniture of equal value or a total refund of the sectional and extended warrantyI do not believe we are asking for anything more then what is fair
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

When I ordered a sofa atthe location I gave delivery instructions. Come to the front door, go to the desk and tell them who you. they will calll my staff who will escort them tot he location the sofa needed to be placed. 2 days fbefore the delivery I was called and we wnet ovet th instructions. Never was it indicated this might be a problem. At the time of delivery they came to the receiving door, brought it inside the door and refused ot take it any further. They were rude and did not follow instructions. I was led to believe my instructions were clear and acceptable so I do not understand why the delivery men could not comply.

No. I know what I was promised. I have 2 witnesses who were with me at the time of purchase. Who will attest to what was told to us. If this salesman was so fabulous let him tell me what he said. I want what I was told I was receiving. I have also been in contact with another customer who purchased their furniture at the same time and were told the policy covered everything which theirs does not either. So obviously this is an issue with the salesperson. I'd like to speak with this salesman. I know what I was promised. I work in sales and sell insurance policies. Had I ever made a mistake like this I would be paying for it out of my own pocket.

Unfortunately, in this case there is no dispute or issue to be mediated.  As our customer stated they brought their dissatisfaction to our attention well after the 30 days we liberally allow for a no...

questions asked return or re-selection.In an effort to ensure their product was free of any defects and operated as the manufacturer intended we sent two separate service techs to inspect the chair and confirm the same.  In this case, it appears the customer is dissatisfied with the flip up arm rest option on the chair they selected.  Unfortunately, we guarantee all customers the same 30 day return policy, and cannot defer from that guarantee on a case by case basis.Thank you,Slumberland Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As a dealer for the manufacture of the mattress, you represent them.  You told us wrong information not them.  You told us the information twice.  Once to sell the mattress and then again on delivery.  The delivery associates told us to make sure to always use the handles and if they ever rip or come loose from the mattress slumberland will replace the mattress.  Due to the wrong information that we were told not once but twice by a slumberland representative, we would like a replacement mattress delivered and have the defective mattress picked up.  When someone spends this kind of money on something, you would think that the business that sells it to you would be more than happy to take care of this for you especially since it was their information that was told wrong.
Regards,
[redacted]

They brought out another mattress 6/30/16, which is the same quality of the other one. I do not want this. I want my money back. I have never slept on either one.

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Description: Furniture - Retail, Mattresses, Mirrors, Pillows, Stools, Bookcases, Office Furniture & Equipment, Futon Sales, Furniture Frames, Bedding, Furniture - Childrens, Furniture Stores (NAICS: 442110)

Address: 111 W Midwest Ave, Casper, Wyoming, United States, 82601

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