ComplaintsforSlumberland, Inc.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My parents and I visited slumberland in *********, ******** and spoke to *****. ***** wrote up an order for a three-piece couch and didn't have an earlier delivery date until the 26th of April. We had asked if we picked it up instead if we could get it a week earlier being the 20th of April. ***** told us. Yes, just call on Friday and remind us that you want to pick it up and that we can pick it up on Friday. We told her that we could pick it up on Saturday if that would work and she said yes. We were also looking at an antique white bolenberg three drawer table that we thought was in but was later told it wasn't. Today April 18th 2024 I called to see if it was in yet and spoke with ***** at the ********* ******** ********* office and she said that she messed up and didn't **** it for pickup and that now we have to wait until the 26th to get it. I told her that was unacceptable because she promised us that it would be in this weekend. I then asked for the corporate phone number and she gave me **************. I figured out that that was the manufacturer warranty department and not corporate. So I had to call back again and figure out corporate's phone number because I feel that she did not want to get in trouble and was directing me elsewhere. After speaking to the manufacturer warranty department, they gave me corporate's number and I spoke to someone about how we can get this handled. I had to repeat myself several times and had to explain the same situation multiple times and so I asked for a manager. She told me that I would have to wait 40 to 8 hours and that I couldn't be given their name. Again, I don't trust slumberland as I've been lied to once and now being close to the weekend. I feel that no one's going to call me.At this point I'm trying to figure out how to contact *********************** to figure out how we can get this handled and a more professional manner. I feel all this work is unnecessary. Unacceptable. I will never buy again from this company.

  

  Business response

  04/19/2024

  An order was placed on April 14.  It was initially scheduled to be delivered on April 26.  The order was then updated to be picked up in-store on April 23.  The items are in stock at one of our distribution centers.  Unfortunately, they are not available in-store immediate pick-up or delivery.  April 23 is the soonest available day to get the items in-store and ready for pick-up. 
  
  Store management, the Regional Director who oversees the store, and our **************** Manager have all been notified of this issue and have addressed it internally.  We apologize for the confusion around getting the pick-up date set.  We understand the frustration in the delays and appreciate the customers patience. If the customer is unable to wait, we can cancel the order and issue a refund in full.  

  Customer response

  04/21/2024

   I am rejecting this response because:
  
  Their company executives did not reach out to me. I called the corporate office and spoke to a woman and she said that her supervisor would call me back at 24 to 48 hours which is 2 days. It's now been almost five and no one has reached out to me. I was given a non-corporate phone number because ***** at the ********* ******** location messed up and she did not want me to complain about her. I feel that this company does not care about its customers and is not try to resolve problems that they caused or lied about. I will continue to leave negative reviews all over the web about the experience I've had with their company and their inability or lack of effort to resolve a problem that they caused. Terrible service and no accountability whatsoever. Thanks!!

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our $1500 ****** and ****** mattress is losing edge support. We submitted a claim. They denied the claim saying that stains on the mattress void the warranty.Attached photos show that there are no stains on the mattress. We have been long time loyal customers and just want to be treated fairly.They are slow to respond and their complaint telephone number is not working.

  

  Business response

  01/26/2024

  We are sorry for the confusion.  The customer's claim was denied due to stains on the set.  We have reviewed the claim and seen the visible stains on the mattress set.  Unfortunately, stains do void the manufacturer's warranty.  An exception was made prior to this complaint being received after the customer contacted ******************** directly. A reselection has been approved as a one-time courtesy. The customer should have received a reselection letter via email which can be redeemed in any Slumberland location.  If anything further is needed, please reach out to us directly at ************.  

  Customer response

  01/26/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  #P938800B6H6V9J043 I purchased a sectional built by Southern Motion from Slumberland Furniture in *******, ** on September 9, 2023. I specifically wanted a red sectional couch to replace our old one. When it did arrive on November 11, 2023, we discovered that one of the sectional pieces of the couch was in the wrong color! Slumberland Furniture insisted that this was a complete fluke, that nothing like this had happened before, and that the couch piece would be remade ASAP and shipped to us, and that they would do everything in their power to correct this problem, free of charge. Before the new piece even arrived, we had to contact Slumberland again and inform them that the other two reclining pieces were getting misaligned and making a thunking sound when retracting, and would need an extra kick to pop them back down into place. The Slumberland techs came out free of charge, looked at the recliners, and ordered new motors for us, free of charge. The first replacement piece in the right color came on Saturday, Dec 23rd. It took another week for the new motors to arrive. When they did, the pieces were taken back to their in-house shop for repair, claiming there wasnt enough room or light to install the motors properly. On January 8th, the reclining pieces were brought back, but in less than two weeks, one of the reclining sections was starting to fail again! This was unacceptable. I contacted the manager again, and was told that THIS time, there would be a $50 FEE to come out and fix the seat AGAIN. I was then informed that the entire axle had been bent previously, and that they had repaired this issue when they took the couch back to their shop for 3 days. This was unacceptable. An axle that bends and breaks that easily was clearly not built properly, and I will not be paying Slumberland furniture $50 every few weeks to come out and keep fixing my couch. I would like a replacement reclining section rebuilt by SM with proper quality control protocols used.

  

  Business response

  02/08/2024

  At Slumberland we strive to provide high-quality products and services, and I apologize for the inconvenience you've experienced,especially with regards to one of the pieces arriving in the wrong color due to a factory mistag that is entirely outside of our control. We worked with the vendor promptly and diligently to get the correct piece, which we delivered on 12/23/2023.
  
  With regards to mechanism failure post-delivery, our technicians, upon inspection, determined that the axle on one had been sheared off and the other was bent due and that the failures were ************************************ nevertheless ordered two new mechanisms from the manufacturer (Southern Motion), which were received on or about January 4th and installed shortly thereafter. Each complete mechanism (which includes the axle)was an OME part from Southern Motion.
  
  On 1/20/2024, about two weeks after installing the new mechanisms, customer reported failure again on one of the newly installed mechanisms. The initial replacement was a courtesy, and the standard procedure for service visits beyond the warranty include a $50 inspection fee. This fee is in place to cover the cost of providing in-home service and assessment.
  
  Given our desire to bring this issue to an amicable conclusion, we have contacted the customer and waived the inspection fee and,on around 1/30/2024 installed two new mechanisms one more time at our own expense.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/18/23, I purchased a mattress from Slumberland Furniture (Order #*******LU63). During the sale, the store manager informed me of a 30-day trial period with an option to exchange the mattress for a $100 fee, contingent upon purchasing a mattress protector. This information significantly influenced my decision to make the purchase.However, when I returned to the store within two days of the mattress being delivered due to discomfort and lack of sleep, I was informed of a mandatory 30-day break-in period, which was not mentioned previously. Additionally, there was an extra undisclosed fee of $99 delivery charge. This new information was contrary to what was initially communicated to me.Upon reviewing my receipt later, I realized that the actual policy was stated on the back. However, this was not pointed out to me at the time of purchase. The lack of clear communication regarding such a crucial policy is concerning.I attempted to resolve this matter by contacting the store manager, customer service and the district manager. In our conversation, when I asked the district manager for the contact information of his superior for further escalation, he stated, "Ma'am, I AM the man. I handle these situations," and repeatedly denied me access to higher authorities. This response left me with no further avenue for escalation within the organization.The miscommunication of policy, along with the unhelpful and rigid stance of the district manager, reflects poorly on Slumberland's commitment to customer service and transparency. The situation has caused me considerable distress and inconvenience. The mattress is being picked up on 01/18/24 and although they have offered me gift cards for their store, I do not want to do further business with this company and I believe a fair resolution would be a full refund for the mattress, considering the misleading information provided and the subsequent challenges in addressing the issue.

  

  Business response

  01/16/2024

  Slumberlands core values include conducting our business with honesty and integrity.  We work hard to be sure we are as clear and upfront with our policies as possible which is why they are printed directly on the sales receipt provided to the customer ************************* as well as being detailed on our website. 
  Per our policy which was explained in-store and detailed on the receipt which the customer acknowledged she received, the customer qualifies for a one-time reselect. A $99 re-select fee will apply. It is not eligible for a refund. If the reselection is of lesser value, the difference will be placed on a Slumberland gift card or applied to other merchandise.
  There is a delivery fee to have Slumberland pick up the mattress for return. However, delivery is optional.  The customer can return the mattress to the ********************** on their own at no charge. 

  Customer response

  01/18/2024

   I am rejecting this response because: the resolution offered does not adequately address the core issue of the initial miscommunication at the point of sale and the resulting impact on my customer experience.
  While I appreciate Slumberland Furniture's commitment to honesty and integrity, as well as the policies detailed on the sales receipt and website, the discrepancy between what was communicated to me by the store manager and the actual policy has led to considerable distress and inconvenience.
  This situation has not only been about the terms of the policy but also about the trust and expectations set during my purchase. The assurance of a 30-day trial period with an option to exchange the mattress for a $100 fee was a decisive factor in my decision to buy. Discovering the actual terms only after the purchase has been a significant source of frustration.
  In recognition of the fact that the mattress was picked up today (01/18/2024), I am willing to accommodate the $99 pickup fee in my request for a refund. Therefore, I propose that the cost of this service be deducted from the total refund amount I am seeking. This adjustment demonstrates my willingness to engage in a fair and reasonable solution.
  I kindly ask for my situation to be reconsidered for a partial refund, reflecting this concession. This would not only address the miscommunication but also demonstrate Slumberland Furnitures dedication to resolving customer concerns in line with its professed values.
  Thank you for re-evaluating my request. I look forward to a resolution that reflects a commitment to customer satisfaction and integrity.
  Sincerely,
  *****************************
  
  
  

  

  Business response

  01/26/2024

  We would like to address each of the concerns raised by the customer.  ******************** does not have undisclosed delivery fees.  There is a standard fee to have furniture delivered and/or picked up from a customers home.  If the customer did not wish to pay for delivery, we have the option for customers to pick-up and/or drop-off furniture at our stores.  The delivery is outlined clearly on the customers sales receipt and our website. This was also explained to the customer ************************* and in response to her initial BBB complaint.
  The customer was concerned with a lack of escalation to her concerns.  We take customer complaints seriously and investigate them as quickly as possible.  Her salesperson, the local Store Manager, the Director of Regional Stores, and our ************* Manager have all reviewed her concerns and addressed them, as needed. 
  We are sorry to hear the customer remains dissatisfied, but we have done our due diligence to be as clear and upfront in communicating and addressing her concerns.  Her return has been processed in store.  Gift cards in the amount of $1732.59 have been issued to the customer.   

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a power lift chair from Slumberland Yankton in 2018 I needed a powerlift chair because I have COPD and need the chair to sleep in, I could not afford an adjustable bed. This chair is not under warranty anymore. In November/December of last year, the remote control quit working while I was reclined in it. I and my wife had a very difficult time of getting me out of the chair. This was replaced after being ordered and took weeks. I was in hospital again in October of this year. The chair quit working again and was reported to Slumberland immediately. This was about 6 weeks ago. A repairman came out to look at it (turns out this young man was not a repair man but a delivery driver). He stated that the repairman quit and he had no idea of what to do. He did contact someone in the *********** and they suggested he order a new motor. We have called the local Slumberland store weekly to check on this. The response we get is "We have not heard anything yet". I know that orders can ***********-8 weeks but I would think that a local well-known store would be willing to take a chair off the floor, remove the motor, to replace, (he could put the new motor into his floor chair and have back on the floor, and try to keep a customer happy. When I said that I would be contacting you, "Go Ahead" was the answer.

  

  Business response

  11/30/2023

  Customer contacted ******************** in ******* referencing his lift chair that did not work, once we looked at it we ordered the motor for the chair, we informed the customer that the part would take up to 6 weeks to get it is a part that does come from overseas.  It is not our policy to take parts off of our floor model chairs due to the use that they get and that it would leave our show room with product that we can not demonstrate its functions.  The part arrived today at our location in ******* and we have repaired the chair to the customers satisfaction. 

  *********************

  ******* Slumberland. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a queen sized mattress and box spring. They texted me to deliver on Wednesday (10/04/24). I texted them back that it would be a good day to deliver. When I texted about what time the delivery would be, they said they never received the text. I already waited 1 week for delivery and they said that now they could deliver next Tuesday . I asked them to refund my order. They said that I could not receive any compensation for my troubles. I said that I would never shop at their store again.

  

  Business response

  10/04/2023

  We apologize for the confusion.  On 9/27, Slumberland texted the customer the following: Hello, this is ********************. Thank you for your online order. We can schedule a delivery date for you order. Currently we have openings next Wednesday 10/4 or any day after excluding Sundays and Mondays.  No reply was received from the customer.  Another message was sent on 9/28.  No reply was received from the customer until 10/03 when the following was received: Looking forward to having my mattress and box spring delivered on Wednesday. Please confirm that it will happen.
  We let the customer know that no delivery was scheduled as we had not heard back from him. Delivery was then scheduled for the soonest available date which was 10/10/23.  The customer then requested their order be cancelled which was done.  A full refund of $1020.39 was applied to the **** card ending in 8895.   

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new bed at slumberland in maplewood from worker **** and when it finally was delivered the base of the bed did not work. I called **** and he said you bought the base as is. I spent ***** dollars on this bed and have bad arthritis and expected it to be in perfect working order. He told me that "I guess you should have bought the insurance". I felt cheated and cannot afford to make this kind of purchase very often in my life. I just wanted them to send someone out to fix it. Very unpleasant experience and would not recommend this furniture store.

  Customer response

  06/04/2023

  Purchased in April 2023 and it was delivered on May 21 on Saturday to my new apt.

  

  Business response

  06/05/2023

  We apologize for the issues the customer is experiencing.  The adjustable base she purchased was sold as is out of clearance which means it is non-returnable and non-refundable.  However, the customer can reach out to the manufacturer of the base, Tempurpedic, to file a warranty claim.  The claim can be filed online at ********************************************************.  Tempurpedic handles their own service and warranty claims.  The customer will need to contact them directly for service.

  Customer response

  06/07/2023

   I am rejecting this response because:
  
  I feel it is bad business to  sell such an expensive peice of furniture that doesn't at least work initially , but if this is their answer ,so be it , but I have been a customer of slumber land for many years and will never shop there again .  Thank you for looking into this for me.                      Sincerely 

                               *******************************

                                6/7/23

   

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from slumberland and it literally fell apart. They agreed to exchange it for another item. I traded it for an electric recliner. Well the chair is beginning to fall apart. The chair cost $1200!!!!!!! Im stuck with another bad product from slumberland!!! Im a 68 yr old single female, they have nothing to loose with their treatment towards me.

  

  Business response

  04/17/2023

  We are sorry to hear the customer is experiencing issues with their recliner.  This was purchased AS IS out of our clearance center.  As such there is no warranty on the recliner.  As a one-time courtesy we will dispatch a technician to inspect the recliner and attempt any needed repairs.  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order #*******WW21A Date order 1/13/2022. I filed a claim with slumerland on 12/31/2022. The chair was still under manufacture warranty. When we bought the chairs we asked the salesman if it was real leather and we were told everywhere your body would touch it was real. We then asked him about discoloring on the actual leather areas. Our old couch which was the same real leather where you touch wouldnt discolor but it did on the arm of the couch. We were careful to verify that. We were told keep it out of the direct sunlight and should be fine. The chairs were never in direct sunlight. Fast forward almost 12 months later we notice some discoloration on the the top portion by head area starting to discolor. I filed a claim with slumberland on 12/31/2022. I was given a claim number C149865. After I filed it the other chair started to do the same thing on the armrest? So now I have two leather recliners that both have a defect on! I actually think they should repair both of them! I was told a technician from FSN would send a technician out to inspect chair. His name was ******. He checked the chair and said it was a defect and he would replace it with a top sleeve(replace the leather that was defective). That appointment was on 1/26/2023. He then texted me on 2/1/2023 to take pictures on the bottom of the chairs to get it ordered. I asked how long that would take and he wasnt sure so didnt want to give a time frame that might not be correct. He said when the leather replacement came in FSN will me to make appointment to get it fixed. So I had heard nothing for almost 2 months so I called FSN and the lady told me their was in issue or something like that and would have to refile the claim?! Talk about going around in circles with this! Then a few days later I get an email from slumberland that said discoloration is not covered! This was a wild goose chase. I totally believed it was going to be repaired then somehow it wasnt. Not happy!

  

  Business response

  04/17/2023

  We apologize if there was any miscommunication regarding the customer's warranty claim.  An independent technician was dispatched to the customer's home to complete an inspection and determine if the issues reported were caused by a manufacturer's defect and if so, if it could be repaired.  After a thorough inspection, the technician reported back that the issue was not a defect and was customer caused.  The claim was denied as there were no defects present.  The customer can dispute the claim denial through our service portal at slumberlandwarrantyservice.com and request another technician out for a 2nd opinion.  If the second technician determines the item is defective we will gladly repair or replace the item, as needed.  

  Customer response

  04/17/2023

   I am rejecting this response because:
  
  The technician who came out told us it was a defect and would replace with leather sleeve(not sure of the correct replacement terminology on this).  He left and forgot to take pictures of the tags on bottom of chair so he could get the correct color of chair to repair leather.  He text me the next day and asked me to take pictures of it so he wouldnt have to drive out to do it himself.  I have the texts to prove this!  Now my other chair is doing the same thing with discoloration!  Both are defective and I will never buy another product from slumberland!  Even if I would have boughten the extended warranty it states the same no coverage under discoloration . With that said they should notify the customer it has a chance of doing that and then we could make the decision if we want to chance that.  I even asked the salesmen before we bought it if something like that would happen.  He said no, just keep it away from direct sunlight.  We bought a higher quality of leather to prevent this from happening!  That didnt work.  I want this fixed.  We were lead on by the technician that came out.  He should have told us right there that it would not be covered by warranty but instead said it would and follow through the next day to get a picture of chair tags.  I asked him turn around time and was told as soon as the factory sends it out I would get a call to set another appointment up to repair it.  You cant tell me this is made up.  I have proof to back up he was out and text me to photo the tags to he could get it ordered.  That shows right there they were going to fix it.  ***********************

  

  Business response

  04/21/2023

  We do require photos of all products to obtain the serial number, etc. off of the item.  The technician requested these photos as they would be needed to determine availability and cost of replacement parts from the manufacturer.  We are sorry if there was any confusion.  We will be ordering the parts as a one-time courtesy due to the confusion around the claim.  ****************** has the parts on order.  They will be shipped directly to the customer from the manufacturer as soon as they are available.  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a set of leather reclining couches and chair, totaling approximately $6,500. Chose the door delivery, at no cost, which is where they deliver to your door step and you are responsible for bringing into your home. Delivery was scheduled for 4/10/23 but then a scheduling conflict came up and we had to reschedule. Rescheduled (several days in advance) to 4/13/23 when we would have plenty of help to move couches into our home. We received a confirmation with the new delivery date. On 4/10/23 when nobody was home, couches were delivered to our house and left on the front porch and sidewalk. (We only found out because a neighbor called to let us know!) I called Slumberland to clear up the issue and apparently someone did not actually make the delivery date change in their system. I let them know that I understood mistakes happen but would appreciate if they would make it right. Our couches were sitting in the sun, outside with nobody home! I was forced to take the rest of the day off of work to come home, but still could not move the couches into my house by myself (as we had not prepared to have them delivered on this date), so I asked if they would come back to move them into my house. I was told, "No" and they that had no control over who does their deliveries. Again, mistakes happen, but the company should make it right. Now, couches have been outside, left unattended and exposed to the elements. It was their error and I asked and gave them every opportunity to correct the situation, but they did not.

  

  Business response

  04/17/2023

  We are sorry to hear of the customers experience regarding their recent delivery.  We do show that the customer initially selected a doorstep drop-off delivery for 04/10/23.  The delivery date was updated to 04/13/23,but that change happened too late and was missed by our delivery teams.  This was an error on our end.  We apologize for the inconvenience this caused to the customer.  We have issued a partial credit to the customers **** account for this error.  The credit should post to their account in the next 2-5 business days. 
  Again, we are sorry this happened.  The customers experience has been shared with leadership teams and will be used to drive improve and ensure this doesnt happen again. 

  Customer response

  04/17/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Thank you for your help

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩