Slumberland

We can certainly understand the customers frustrations with the process of repairing furniture.  It is not always a completely smooth process.  But the fact is furniture is damaged by the use or misuse of its owner(s).  When this happens we are not in a position to evaluate what caused the damage, and, therefore, can only guarantee what is covered under the warranty or extended warranty.  Slumberland has lived up to that guarantee in every circumstance of this service claim and will continue to offer any assistance in this process.   The customer's demand for re-selection or return is not available and does not pertain to these circumstances.
Thank you,
[redacted]
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.It is true that I don't like the design but that is beside the point, the left arm rest support is broken.
Regards,
[redacted]

Hello Revdex.com, Please close complaint  #[redacted] against Slumberland of [redacted].   We were able to exchange the Non-leather furniture for Authentic Leather furniture.  Please let me know if you need any additional details. Regards, [redacted]

We are always sorry to discover that a customer is less than satisfied with any product or service they receive from our...

stores.  In this particular case, unfortunately, the customer has damaged their product while moving it from one location to another.  They also mention communication between themselves and our staff that suggests they believe(d) the product was warranted against such damage. 
The warranty on this and all the warranted product’s we sell is between the customer and the manufacture of the product.  As the retailer, we help service the warranty, but have no say or leeway with the terms of the warranty.  On this specific mattress there simply is no coverage for this type of damage, and this warranty information was clearly attached to the original product.  This is the same warranty that existed when the product was purchased and has not changed during the time the customer has owned the product.  Unfortunately, there is no additional service we, the retailer, can provide for damage inflicted by the customer’s direct actions that is not covered under a warranty or service plan.
 
Although, I am truly sorry to hear the customer feels they were mislead in any way, they most likely would have looked at and discussed both mattresses that have warranty coverage for handles and some that do not.  In a situation like this we have to honor the written warranty that is on the product that was ultimately selected and purchased by the customer.
 
Our suggestion the customer attempt to repair the cosmetic damage was only to provide the best advice we could offer under the unfortunate circumstances.  The good news is that, although there is no coverage for this type of damage, it also should not effect either the useful life or feel of their mattress and can be easily prevented from further damage with the proper use of a mattress cover or protector. 
 
Very Truly Yours,
 
[redacted]

We have no control over how long it takes Furniture Care to call you back.  It is the holiday season, perhaps that is part of the delay.  We also never said you had to pay for cleaning, the cleaning will be paid for by us.  If you would like your furniture cleaned that is fine, we will arrange it.  Past that we have nothing else we are able to offer.

The salesperson in question was our number 1 salesperson in Furniture Care.  He went through extensive training with Furniture Care on how to present the features of the plans.  I have listened to this person present Furniture Care countless times and have never heard it described as a...

full coverage plan that covers everything.  The customer was given a small brochure with her original receipt that listed the basics of the policy at the time of purchase almost 3 years ago.  The customer is telling us she misplaced this original receipt and can not find it.  All customers that purchase Furniture Care are mailed a letter from Furniture Care listing details for the specific policy they purchased and the policy number within a month of the delivery date, which the customer is saying she does not have either.  It is the responsibility of the customer to keep track of these and read them.  I have spoken to the technician and while this stain does not qualify for a full replacement I know he was willing to attempt to clean the sofa to the best of his ability, but he is in no way able to guarantee it will come fully clean.

[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 [redacted], and find that this resolution is satisfactory to me. 
As long as it is clean it is acceptable. 
Regards,
[redacted]

We have already replaced the mattress for this customer. Customer visited our store again today claiming that the 2nd mattress is also...

defective. We are sending our service technician again for a free in-home inspection. If 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.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Again we were told even before we purchased the mattress about the warranty and we were also told by the two delivery associates to always use the mattress handles to move the bed, they told us that if a handle in anyway would rip away from the mattress it would be covered under the 10 year warranty.  We were told that if the handle ever rips to call and they would REPLACE the bed.  If we would have been told that the handles were only to move the bed while its flat we would never have used the handles to move the bed.  We just purchased a home and moved our Mattress for the first time.  It just happened to be a little over a year.  We in no way made the comment that the handles would be covered after we were told there was no warranty for them.  I called your service team and the first thing I said was that we were informed that the handle ripping was covered under warranty.  Lauren, your service advisor or owner as she told me, said that she believes it should be and that she has not had a handle ripped in a while so she would have to look into this.  As you stated other manufactures do have the warranty for the handle being ripped.  You do not think that your associates could have been confused when telling us?   We would like our Mattress replaced.  Hopefully we can get this taken care of.

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 8.  Parts were ordered after that inspection (the customer was informed that these parts take 4-6 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 wait.
When 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 10/29/2015.
 
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 issue. The 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 10/29 with the 800 number that they needed to call and persue that claim.
 
On January 22,2016 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 2/6/2016.
 
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]

Customer came in not happy about the quality of the set they purchased.  The salesperson had told them the wrong material the set was made from.  This was a new salesperson not familiar with our product line.  I do not believe the salesperson lied on purpose.  We gave the...

customers 2 options to fix the problem.  First was a full in store credit, minus the delivery charge, to use and re-select a new set they would be happy with.  Second was a refund minus a 25% restocking fee since the customer had the furniture for a month.  This was all done between the customer and our special event manager.The customer and I have spoken since and we have come to a mutal agreement on how to fix the situation.  The customer is picking out a new sofa and getting a partial refund back to the credit card.  There will be no additional delivery charge, or restocking fee.  We are also giving the customer a $75 dollar discount on the new sofa above the full credit back for the old furniture.  We have come to this agreement after this complaint was filed, but before the complaint reached me and I was able to respond on my end.  We are set to do the exchange and refund on 8/27/15.

would highly recommend this place to anyone looking to buy furniture and wanting to deal with honest and customer focused employees. Every employee I've dealt with from this store has been helpful and thoroughly professional. We recently purchased some furniture from them just before we were moving out of state. When we arrived at our new house we discovered that a table we had purchased had some damage. We contacted Slumberland in Dubuque and they drove over 180 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.

Initial Business Response /* (1000, 5, 2016/03/07) */
The issues with this table are not manufacturer defects but issues from use of table. The manufacturer warranty does not cover such issues.

Review: My husband and I purchased the Valdez Sofa & Loveseat from Slumberland of [redacted] on June 25, 2015. It was delivered on July 16, 2015. Our salesperson was Vito. When we entered the store, we clearly articulated we were shopping for Leather furniture, to replace our current Leather set, also purchased from Slumberland.

We were adamant and unwilling to compromise on anything but leather. Vito took us over to the Valdez and told us it was leather.

On August 13, 2015, we stopped at Slumberland of [redacted] to look for a matching recliner. This is when we found out the Valdez was not leather but instead Polyurethane/Polypropylene. We immediately drove to [redacted] to discuss this issue with your store manager Jim. Jim was not truthful again. He repeated the lie and told us it was 100% blended leather. Not true. Has we known the furniture was not leather, we would have cancelled the sale or refused delivery.

We purchased this furniture on good faith. Slumberland's Mission and Values state:

Our mission is to improve the life of each customer. We strive to uphold this promise through our products, our service, and our company values:

•To work with honesty and integrity

•To treat one another with love, dignity, and respect

•To be good citizensDesired Settlement: We are requesting a full refund of $2183.86

We do not want this furniture. Your salesman and manager lied to us and sold us something on false pretense.

We are not tourists or weekend visitors, we are life long residents of the [redacted]. My husband is a veteran and we are both senior citizens. It is terrible that your salesman lied to make a sale.

We tried to work with Jim but he became disrespectful on the phone and hung up on me when I refused his ridiculous offer.

Regards,

Business

Response:

Customer came in not happy about the quality of the set they purchased. The salesperson had told them the wrong material the set was made from. This was a new salesperson not familiar with our product line. I do not believe the salesperson lied on purpose. We gave the customers 2 options to fix the problem. First was a full in store credit, minus the delivery charge, to use and re-select a new set they would be happy with. Second was a refund minus a 25% restocking fee since the customer had the furniture for a month. This was all done between the customer and our special event manager.The customer and I have spoken since and we have come to a mutal agreement on how to fix the situation. The customer is picking out a new sofa and getting a partial refund back to the credit card. There will be no additional delivery charge, or restocking fee. We are also giving the customer a $75 dollar discount on the new sofa above the full credit back for the old furniture. We have come to this agreement after this complaint was filed, but before the complaint reached me and I was able to respond on my end. We are set to do the exchange and refund on 8/27/15.

Consumer

Response:

Hello Revdex.com, Please close complaint #[redacted] against Slumberland of [redacted]. We were able to exchange the Non-leather furniture for Authentic Leather furniture. Please let me know if you need any additional details. Regards, [redacted]

Review: I purchased a sectional with an insurance policy that I was told covered everything. I went today to file a claim. And realize the salesman lied to me just to make the sale. He said it was a full coverage policy. Today I was told it only covers bodily fluids, pet stains, ink and nail polish remover. I have 2 witnesses who were with me at purchase. I would not have bought a policy that didn't cover everything. I am a salesperson. If I had made these claims and the customer dos not get what I told them I would be paying the difference out of my own pocket. I have a couch that is covered in A And D Ointment which is apparently not covered. Had I lied and said it was pus or cat pee it would be covered. I was lied to.Desired Settlement: I just want the coverage the salesman told me I had.

Business

Response:

The salesperson in question was our number 1 salesperson in Furniture Care. He went through extensive training with Furniture Care on how to present the features of the plans. I have listened to this person present Furniture Care countless times and have never heard it described as a full coverage plan that covers everything. The customer was given a small brochure with her original receipt that listed the basics of the policy at the time of purchase almost 3 years ago. The customer is telling us she misplaced this original receipt and can not find it. All customers that purchase Furniture Care are mailed a letter from Furniture Care listing details for the specific policy they purchased and the policy number within a month of the delivery date, which the customer is saying she does not have either. It is the responsibility of the customer to keep track of these and read them. I have spoken to the technician and while this stain does not qualify for a full replacement I know he was willing to attempt to clean the sofa to the best of his ability, but he is in no way able to guarantee it will come fully clean.

Consumer

Response:

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.

Business

Response:

We have no control over how long it takes Furniture Care to call you back. It is the holiday season, perhaps that is part of the delay. We also never said you had to pay for cleaning, the cleaning will be paid for by us. If you would like your furniture cleaned that is fine, we will arrange it. Past that we have nothing else we are able to offer.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

As long as it is clean it is acceptable.

Regards,