ComplaintsforSlumberland, Inc.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Furniture was purchased in early February 2023 from Slumberland in *********, *********. At that time we paid an additional fee to the store for the service of removing our existing old furniture at the time of new furniture delivery. On February 20, 2023, the delivery was made, at which time damage was done to our home during the removal of the old furniture. This was immediately reported to Slumberland, along with photographic evidence. At their request, we obtained a cost estimate from a local contractor regarding repair/replacement. That estimate ($4,089.50) was submitted to the company on March 10. Slumberland has since stonewalled **. They later handed our case off to an entity called ********* *******, which has also stonewalled **. Slumberland ********* has not yet compensated ** even a ***** for the damages that their delivery personnel caused to our home.

  

  Business response

  04/03/2023

  We apologize for the damage done during the customer's delivery.  Our team did accidently damage the customer's home upon delivery.  ******************** has accepted liability for that.  Due to the type of damage and estimate from the customer, we did need to involve our insurance company.  They have attempted to reach the customer via phone and mail.  ***************** instructed our insurance team that all communication needed to be addressed through her husband.  ****************** at Gallagher ****** has discussed with **************** that an appraisal of the damage is needed.  Once that appraisal has been complete, ********* ******* will reach out to **************** to review further and discuss next steps.  

  We are sorry this damage occurred to the customer's home. Our insurance team has been trying diligently to reach the Harbins to get this resolved as quickly as possible. We ask that the customer reach out to ********* ******* directly if they have additional questions regarding this process.  They will be responsible for handling their claim and working with the customer to get it resolved. 

  Customer response

  04/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate and welcome the company's response so far.
  

  The damage to our home is scheduled to be revaluated tomorrow (April 4), this time by an individual who was picked by the company ********* *******. 

  I am led to believe that repairs to the damaged drywall and replacement of the damaged stairway handrail will be subsequently funded.  If that indeed does occur, we will be very satisfied.

   

  *** and *************************
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased approximately $9,000 of furniture from Slumberland Furniture for our new home build. Upon delivery, the young men who brought the furniture into our home damaged our mahogany door with several scratches and a small chunk out of the door and messed up the weatherstripping. Upon leaving they both apologized and said to file a claim with the manager of Slumberland Furniture in ***********, **. We immediately called the manager and he said they would file a claim with ********* ******* ****************** We asked for our door to be repaired as it is brand new. ***************************** of ********* ******* wrote us a letter stating the claim was denied. After leaving six voice mail messages to ****** (never with a return call), I finally got in touch with him and he said that the delivery guys denied any wrong doing. Interesting as the delivery guys apologized for the damage to both my husband and me, also noting the damage on the delivery ticket. We are just asking for the cost of the door to be repaired, not to replace the $4,500 door.

  

  Business response

  02/17/2023

  At Slumberland, our delivery teams are trained to work with the utmost care to ensure no damage occurs throughout the delivery process.  The customers claim has been reviewed in detail including interviews with the customer and delivery team as well as the photos provided by the customer in their damage claim.  After a thorough investigation by our insurance partner, ********* *******, it was determined that the damage was pre-existing and not related to their Slumberland delivery.
  If the customer can provide additional information or photos to support their claims, we will gladly partner with our insurance partner to re-open their investigation and review anything new provided by the customer.   

  Customer response

  02/17/2023

   I am rejecting this response because:
  
  I am rejecting this because the door is brand new and was in perfect condition. I am also rejecting this as both delivery people apologized for the damage and marked it on the delivery ticket. They also told us to contact the manager (***) of the ***********, ** store to let him know. We did contact the manager who said would file a claim.  Im a bit confused as how this could be preexisting if they both apologized for the damage. 

  

  Business response

  02/24/2023

  If the customer would like to escalate this further, they will need to reach out directly to our insurance company, ********* Basset.  This has been turned over to them.  They have been given all information on file for this claim and completed a thorough investigation.  They determined the issue was not caused by our delivery teams.  If the customer has additional information to provide to aid in the investigation, ********* Basset can add it to their files and further review the claim in whole.  

  Customer response

  02/24/2023

   I am rejecting this response because:
  
  I guess if Slumberland wants to deny responsibility of damage to our new door, that is how it will have to be. Unfortunately, they are outright lying as the delivery crew apologized, took photos, and told us to contact the store manager. It appears that Slumberland has many, many claims reported with the Better Business Bureau. What does that tell you? After spending nearly $10,000 on furniture from Slumberland, I will never again spend another dime at their store. Perhaps they need better business practices to have so many claims filed against them 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a chair from the South County (*********) location in March of 2021. I also purchased a 5-year warranty on the chair. This is a reclining chair that when it lifts, can almost lift a person straight up. Recently, a 2"-spring on the left side (underneath) broke. There is another spring on the other side, that is intact. I called the store ( I was on the phone for about two hours.) and they said that because the chair still will go up and down, they will not come out. My caregiver is afraid for me to sit in it. I am 87-years old. The chair can still go up and down and they said that it is still warranted because of that.

  

  Business response

  12/27/2022

  We are sorry to hear the customer is having issues with their lift chair.  The manufacturers warranty expired on May 22, 2022.  The customer did purchase a protection plan for the chair through ProtectAll.  There is a claim on file in which ProtectAll had assigned an independent technician to inspect/repair the chair.  Based on the notes in their claim, the technician was able to repair the chair earlier this month. There are no notes in the customers claim after the technician was out that the repairs were not satisfactory or the issue was persisting.  We have reached out to ProtectAll on the customers behalf to have the claim re-opened.  They will be in touch with the customer soon to discuss next steps.  If the customer needs anything further in the meantime, we ask that they contact ProtectAll directly at ************ or by visiting their customer portal at myprotectall.com.

  Customer response

  01/30/2023

  BBB NOTE: Complaint initially closed 'Answered' 1/7/23, when no reply / rebuttal from customer within 10 days of business response.

  Customer (via caregiver *******) contacted BBB 1/30/23, providing 'update' on interactions with Slumberland on this issue. Says the issue in question persists (spring is still broken / off chair), and she spoke to a Slumberland representative as recently as Friday, 1/27.

  Says the representative essentially told her Slumberland would be doing "nothing" about her situation with the chair. Says the representative acknowledged the customer having a ****** warranty on the chair, but said the price of the chair had gone up considerably over the past couple of years due to "inflation," and Slumberland would not replace the chair for this reason.

  Customer reiterates that all they are asking is to have the chair repaired under warranty. Says the spring in question is still off the chair.

  
  
  

  
  

  

  Business response

  01/31/2023

  The customer's claim through their protection plan provider, ProtectAll, was approved for a store credit in the amount the customer originally paid for the chair to select something new.  ProtectAll had dispatched a technician to attempt repairs in the customer's home.  Repairs were not able to be completed which is why the store credit was approved.  If the customer would like to dispute the findings, they will need to contact ProtectAll directly at ************.  The protection plan warranty the customer purchased is handled directly through ProtectAll. The customer already been approved for the full retail value of $499.99 to select something new in store which we believe is a fair offer from ProtectAll since repairs could not be completed to the customer's satisfaction.    

• Initial Complaint

  11/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased furniture from them 4 years ago. I bought lazy boy because it has a lifetime warranty on the mechanisms. I also bought an extended warranty. Whe the mechanisms failed in December or 2021 I reached out to **** my salesperson and **** the owner. They assured me everything would be taken care of and they would order parts right away. We didn't hear from them for months. I kept following up. Finally in June they said the parts were in but they would have to take the furniture. It was only supposed to take a few days. Lazy boy was going to cover the parts and the warranty company would cover the labor. They kept our furniture for 6 weeks and when we finally got it back it's not fixed. **** blamed it on the quality of the parts and said he would push for the warranty company to get us new furniture. The warranty company said they don't cover that. I reached out to Rich, the warranty company, slumberland corporate and lazy boy. I was assured **** would be in touch. He hasn't and he won't return my calls. The furniture is in good shape we just want to be able to recline and use it properly.

  

  Business response

  11/28/2022

  Ultimately the customer's complaint was related to a protection plan purchased from a 3rd party company.  Although the process took longer than any of us would have liked, the 3rd party company did finally authorize a credit for the full replacement of the customer's ********************.  The Huron store has been in contact with the customer, and the customer has stated they are very pleased with the resolution.  I believe they will be withdrawing their complaint, as replacement of the items was their ultimate goal. The customer will be visiting the ********************** as soon as their schedule allows to select replacement pieces. Please let us know if there is anything further you need from us on this issue.  Thank You.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  refund {chair sits on an angle foot rest wont engage in a support position.

  

  Business response

  11/15/2022

  We apologize for the issues the customer is having with their chair.  A technician was dispatched to their home to complete repairs several weeks ago.  The technician reported the repairs were successful and the customer was satisfied.  Neither our ************** or the technician received any communication from the customer after service was complete indicating that the repairs were not satisfactory and that any new issues had occurred.  After we were notified through the BBB that the customer had additional issues with their ******************** a technician was assigned to inspect and repair the chair.  If the technician is unable to repair the chair back to new condition, we will gladly replace the chair for the customer.  If the customer has any further questions or concerns we ask that he contact our ************** at ************ option 1 or via our online claim portal at slumberlandwarrantyservice.com.  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim #****** So Disappointed in Slumberland Furniture. ***** and I purchased a loveseat from Slumberland Furniture. ***** purchased the extended warranty. In Oct, our loveseat started smoking. ***** called Slumberland and scheduled a repair person to come out. The frame was also missing bolts to hold it together. On October 17, the repair person came out. The repair person said the motor burnt out and took pictures of the loveseat sitting at an angle. The repair person said he had one more stop and would return to the office and order parts if available. We never heard another word. Today out of frustration, ***** called Slumberland Furniture and was given a number for warranty issues. ***** politely talked to the woman who answered the phone, who just tried to appease him. I asked him for the phone. I asked to speak to Manager ********, who put me on hold several times, explaining he was checking on the status.To summarize, I was informed Slumberland Furniture does not stand behind the faulty framework. He said the repair person came to our home on Oct. 25th, which was incorrect. The repair person came on the 17th, and the order for new parts was ordered yesterday, Nov 3rd. I was informed it is in the time the frame of the Warranty Policy. In the meantime, we are sitting on a broken loveseat. I am, to say the least, SO disappointed in the way Slumberland Furniture handled this situation. I will never purchase from ANY Slumberland Furniture.********************* ?

  

  Business response

  11/04/2022

  We are sorry to hear of the customer's experience with ProtectAll, our protection plan warranty provider.  We do show that ProtectAll approved an exchange for the customer.  The replacement is on order through the manufacturer.  As soon as it is in stock we will contact the customer to schedule a date to swap out the furniture.  If anything further is needed we ask the customer please let us know.  

  Customer response

  11/07/2022

   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.

  This was just resolved to my satisfaction.

  Thank you,

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

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I called about a purchase I made in 2019. It is 10-29-2022, I purchased an extended warranty on the couch and recliner I bought, my couch broke. And I have moved since purchasing the furniture, and in the process I did miss placed my paperwork and I take full responsibility for that. My address at the time was *************************************************************************************** called today because everything should be on file. I am being told that they have absolutely no record of any purchases under my number and email address, they only see that the purchase was canceled and never even delivered. I know for a fact that is incorrect being as though I remember the truck coming in two men bringing it into my house and the furniture are still currently in my house. Then out of nowhere they see my previous mattress purchase from 2016. What happened to there being no purchases with my number and email? I am being completely scammed. I bought it around tax time within a few months, so I paid cash, just like the mattress. I am being scammed and Im so mad about it. It would be one thing if they told me, Im sorry I see your purchase here but without a receipt, theres nothing I can do to help you, but no, they say my purchase never happened, they had my money, so did they pocket my money and canceled my order on paper or on computer however, they do it? I dont know what happened, but something needs to be done about this. I cant believe this is happening.

  

  Business response

  10/31/2022

  We are sorry to hear the customer is experiencing issues with her ********************.  We have searched for the customer using the name, phone number, email and street address provided in the claim.  The only record in our system is from 2/25/2019.  That order was voided.  There were no payments ever made on the order prior to it being voided so no refund was necessary when the order was voided.  

  If the customer can provide the name, phone number, and/or address used when the purchase was made we would be happy to dig into this further.  Without a sales record or any type of payment history, we are unable to find any record of the customer taking possession of any ******************** from Slumberland.  We ask that the customer either reply to this complaint with the information used when she purchased her furniture or if she can provide a Slumberland receipt or credit card/bank record of the purchase it will help us track down any orders in our system for her.  

  Customer response

  11/01/2022

   I am rejecting this response because:
  
  I was lied to from the start. I did give my address, the address that it was delivered to was *****, ******************************. ******** **, 54814. 
  I want the records from the delivery company. The amount of money I paid for this furniture, just to be scammed. You should look into the employee that was working. Wait till after it was delivered to have it magically be canceled? Sound like there was someone pocketing the money and  acting like no one bought anything. As I have stated from the beginning, when moving I misplaced my paperwork hence why I was messaging, to get the record of it. Why would I go through all this for something that supposedly didnt get delivered? This business scamming me so they dont have to fix my furniture. There is something going on and I, the customer has to be the on that gets the short end of the stick. Treating customers like this is ridiculous.

  

  Business response

  11/01/2022

  We have no records of any payments made under the name, phone number, email, or street address provided in this complaint.  We have one order in the system that was voided.  There was never a delivery done to the customer's home.  We are not able to provide service on products we cannot confirm came from us as we have no record of any payments made by this customer or any delivery records to the customer.  Without the customer being able to provide a copy of their delivery receipt or credit card/bank records, we are unable to assist the customer as we have no active records under any of their information.  

  We could not have missed the payment in our system or delivered the order without having record of it in our system.  We will need the customer to provide some type of record (either delivery receipt from Slumberland or bank statement/record) for us to be able to investigate this further.  Without that, our records only show one voided order that was never paid for by the customer or delivered to her.  

  Customer response

  11/02/2022

   I am rejecting this response because:
  
  Lies all **** lies. Look up my husband *******************************. This business is a joke. S**** the customer. I want to see the delivery records. SCAMMING COMPANY! should be ashamed of yourselves. 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 thousand dollars worth of furniture from slumber land. I have been EXTREMELY patient regarding my damaged drawers. I have made the original purchase in 11/23/20. Your company had not reached out to me at all. It had been me that has to continually follow up on my damaged drawers. It has been close to two years. If you do not have my drawers My last email went un responded to. I have called, came in and email. They repeatedly told me ***** ate order just waiting for them to come it. Now they are lost. They dont return my calls or text Im tired of waiting for things they failed to come through How is this going to be made right? I want a refund of 70 percent of purchase price 577 of 350.00

  

  Business response

  09/02/2022

  Customer had emailed me regarding wanting discount to keep as is she asked for 50% off I gave it to her which I have in email, her asking and being ok with that, the total was ****** and she was refunded 9/1/2022. I also offered to exchange item for customer and she did not want to wait for a new one so she wanted the refund and I gave it to her.

   

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

  Store Manager

  Slumberland Furniture

  ******* **

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased an ****** patio conversation set from Slumberland on 7/16/2022. We did not use the patio set until 8/16/2022 as we were building a patio. When we put it on our patio we noticed where the back of the chair connects to the arm the wood is entirely split. Because we bought the floor model which was already put together we cant return the set. We just want the chair replaced. ****** Furniture refers me to the store. The store out sources their repair department. No one is calling me back to schedule a service call to check out this chair. I was told they only have one technician in WI and not in our area. We even went to the store but they keep referring me to the service department. The store looked at the chair and they agree it is defective and has been so since day one. I need the chair replaced before they tell me it is to late or they dont make this furniture anymore.

  

  Business response

  08/25/2022

  Hi,
  The customer purchased the floor model on 7/16/2022. Our store policy is to report any visible damage within 5 days of receiving. She was initially referred to our outsourced service center and a service ticket was opened on 8/16/2022. In addition to that the item was sold at a discounted price,resulting in no returns, refunds or exchanges. Because of the reporting period we proceeded with service. Details from the service center was that on 8/22/22,they were waiting for a reply back from a technician to reach out to the customer.
  We decided to handle this case at store level. We would not proceed with service and would allow the customer to exchange for the same item. She was contacted of this on 8/24/2022 and that it would be available for her to pick up at the store on 8/25/2022.

  Customer response

  08/26/2022

   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.  
  

  I want Slumberland to know that we were never told of the 5 day policy. In addition this was not a return but a defect with the product. We started this process as a customer warranty claim. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November of 2021, we purchased a sectional leather couch from Slumberland Furniture at *******, **. Paid in full the amount was $6,351.04. In February 2022 the couch was delivered, damaged.After months of visiting and calling the store no issues were solved.In June the manager called to give us an in-store credit. We looked for something, but didn't find anything that would work for us. We requested a refund. The manager would not honor their 5 day refund policy. We have never owned an undamaged couch from them since day one. We want a refund. We have traveling expenses, days taken away from our work. It's past time this issue is resolved.

  

  Business response

  07/14/2022

  The rest of the story is the customer ordered a sectional in November o 2021 we delivered in February of 2022 at that time yes customer stated that here wer 2 pieces that had issues.  ***** talked to customer about the issues right away, ***** gave her a choice then to replace it or fix it  She said she would let us know what they wanted.  ***** called several times with no response so we schedule the repair.  The repair was done with the customer accepting it as fixed.  Around 3 months later the customer said the small tear in the leather on the back of one of the pieces that had been repaired was coming thru again.  ***** offered to replace it with a new piece. The customer accepted that as a resolve.  Soon after that the customer called and said they decided that they wanted all there money back.  which we told them at that time that at this point that is not an option according to our store policies.  The customer and ***** had a conversation and she said she would come in and find something else in our store and we would give them full in store credit.  She had found something that she thought would work, and we explained to them due to all the shipping and manufacturing delays that it could be up to 6 months for a new product to come in and that we would allow them to keep the current sectional which is 100% usable and the only problem is a slight tear on the back of one of the pieces.  With all of these options they still just want a full refund of there purchase. which of course is not an option again according to our store policies. we are more than happy and capable of getting them a totally new sectional either identical to the one they said they fell in love with or with one of our many other vendors. Total instore credit 

  ***** Olson 

  Owner. 

*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. ↩