ComplaintsforSlumberland, Inc.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/23 my husband and I purchased a Power Reclining Sofa at the Slumberland near us. Sometime in the end of Aug my husband said he thought something was wrong with the sofa. I looked at it and yes the arm of the sofa was all dented in. As we were going out of town I waited till 9/14/24 to make the call so we could be in town to have them look at it. I called and we made our claim 198128.After that a gentleman came out to look over the sofa and see if it could be fixed. He was on time, courteous and took the sofa apart took pictures and then returned to how he found it and said we would hear from them.A little while later we heard that they would send a repair person to fix. Now if I had known that I would have to document every date I would have but NEVER having had any problems with furniture I never thought to. A repair man came out again took pictures and said he would be back to repair. Later he came back and fixed it. It was worse than before. We called and he was sent out he was upset with us because he was recalled. Said he would be back but we requested someone else because he was a bit scary and angry. He was not professional and left a mess. By this time we were in Feb/March 2024. Another repair man comes and agrees its not fixed and would get back to us. We have since called multiple times .. no results..when ask to talk to a supervisor..we usually wait 20+ min and then lose connection. Out of the blue we get a package with some cardboard pieces. Figured it was for the couch. The fact that the couch is assembled with cardboard similar to a cereal box on the arms and no cushion is appalling but at least attempt to fix it. Multiple calls again .. still no results. I am done with this couch and Slumberland need some resolution.

  

  Business response

  06/26/2024

  According to notes in the system, the customer has been contacted to schedule repairs. If they call the service center at **************, they can assist with getting the repairs scheduled.  

   

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought sectional was a managers special we were told ( ******************************* it originally was $8,760. We could get it for $3,600 factory discount also We were told none available had to wait 6 weeks. Turned out to be 9 weeks. When delivered by the store the recliners would slam forward onto the floor this was very dangerous for my great grandchildren. When I reported this I stated that something was wrong with the legs I had to tie t the back brace to the floor with screws n rope still very floppy the store sent someone out the legs were mounted backwards and the brackets were broke on sides of recliner to hold them together After fixing legs the recliner did not recline smoothly would get stuck n crooked they ordered me end recliners. After 4 weeks they came. The brackets on the side were broke on new one and material tore on the back. The delivery man said lot of merchandise was damaged in this shipment. My granddaughter said she did not want this sectional after all this trouble. We were told to come pick another set out would still get that managers discount found smaller sectional that did not attach together told was good to go the clerk said there was a four hundred dollar difference in the $3,600 I bought. I told her about the manager discount and that I had already payed over that much. I thought I was buying about a 9k dollar sectional now getting a 4k after this was delivered the reading light didnt work the delivery guy said something with the electrical. I was waiting two weeks for them to get back to us. The recliner had a pinch point where the wires were pinched and finally broke in the recline position I went into the store and was told manager was not in he was setting at his desk he said he had tried several time to contact me I have no missed calls from him he then told me I bought the recliner as is that was not the case he said I couldnt return the first one. And had to pay an additional 800 for replacement

  

  Business response

  05/20/2024

  We are responding to customer ***************************** complaint and request for a refund.  On 10/27/23 ******************* ordered a sectional from our Hibbing Slumberland location.  It was delivered on 12/8/23.  We were made aware of an issue with the chaise quickly after the delivery.  We sent our warehouse team out to the home on 12/11/23 to investigate.  They made some adjustments to the legs and everything appeared to be working correctly and the customer was satisfied to our knowledge.  Near the end of December 2023 the customer reported more issues with the sectional and we offered to replace the piece of the sectional he was having issues with.  The customer agreed and we exchanged that piece for a new one on 3/9/24.  Shortly after that ******************* came in to the store very upset and still not happy with his selection.  Although it was outside of our policies we offered to allow a return of his current set to something different he might be happier with.  ******************* agreed and came in with ******** and chose a new sofa and loveseat to replace his original purchase.  There was a price difference between the original set and the new selection.  ******************* was made aware that the difference would be his responsibility to pay prior to the exchange being done.  ******************* called the manager a couple of weeks ago, upset that he had to pay the difference before delivery.  We have still not done an exchange as there is still an $850 balance due.  We will still honor this agreement and exchange the furniture when the balance is paid if we can get it taken care of in a timely manner.  We have also offered ******************* a straight return on the set he currently has complete with a refund.  He has not returned any of our manager's several phone calls to settle this matter.  We hope that we can resolve this very soon, either by doing the exchange as planned once the balance of $850 is paid, or by ******************* returning the sectional he is in possession of and issuing him a refund.  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** recliners have a lifetime warranty on the parts and frame. I have an old ******** recliner, well cared for, and the footrest lift bar broke. In February 2024, ****** charged me $50 for labor, and $20 for "shipping" of the part, to repair my recliner. However, he refused to show me the true invoice for the shipping charge, which I thought was shady. Today, 4/27/24, I called him because I can tell there is something wrong with the footrest mechanism again. He stated he doesn't guarantee his work. When he began quoting me costs again I explained that I would not be returning to him and would post warning reviews online. He stated, "I could (SIC) care less what your opinion is." I want my $80 refunded.

  

  Business response

  05/21/2024

  Hi *****, after further review and our discussion earlier on the phone, we will be issuing a refund of both the $50 for labor and $20 for shipping of the part.  I will be emailing you to get more specifics on payment methods.

  Customer response

  05/22/2024

   I am rejecting this response because:

  Because you require a response/decision within 10 days, I have no choice but to reject this response at this time. More than 10 days is required.  

   I provided a copy of the check I wrote to Slumberland for $80.  He confirmed they will issue a check to me for $80 ($60 for labor and $20 for the shipping of the part), and it will take about 10 days for the check to reach me.  Once I receive the check for $80, I will then accept the response and we may consider this closed. 

   

  
  

  

  Business response

  05/23/2024

  The refund check has been processed.  It will take 7-10 days to arrive to the customer's home. 

• 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

   

*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. ↩