Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my self and my wife went into this business location to buy new furniture and was told not only by the sales *** but also by the manager as well to get the insurance so if any thing happened to it we will cover it free of charge. we purchased the insurance on it and is now getting the run around on it. everything from **** the manager has to deal with this all the way to insurance does not cover anything. why did I purchase this and now need to use it and being told something different. this is a not acceptable at all. filing a complaint through the BBB to see if we can get this resolved and possible a phone call back on this matter. if I need to I will go another route on how to get this resolved. very very unprofessional experience

  

  Business response

  01/15/2025

  Hello, 

  We apologize for the issues you have been having and would be happy to look into this for you. However, we are unable to locate a purchase or a claim under the information you provided. Please respond with your claim number, or the name/phone number your order is under, and we would be happy to review this. 

  Customer response

  01/15/2025

  It's under my wife name ******* ***** phone number is ************

  

  Business response

  01/23/2025

  Seem separation isn't covered under the protection plan. However, we have started a manufacturer's warranty claim as the damage occured within the first year. A technician should be reaching out within 48 hours to the customer to go over next steps.  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sleeper sofa at Slumberland ********/*****************************************, but it was for my son in *****, ND so the ******************************************** delivered it. I also purchased the extended warranty. Less than a year later the sleeper portion of the sofa did not work properly. I called slumberland and they connected me with the warranty department. Someone came to my sons apartment soon after, but did not repair anything. We waited to hear back but no one contacted us. I called and they said the parts were going to be sent. We waited about two months and still nothing. I called again and they said the parts were delivered to the apartment. I said they were not, or if they were they were delivered to the wrong apartment. They then changed it and said they were delivered to the ********* store. They even gave a purchase order number. I called the ******** store back and they said they would look into it. They called back and said nothing was sent to them but the ********* store has some parts but not all. I still had no clarity on what was going on and if they even planned to fix the sofa. The man I spoke to said he would have the sales person who sold the sofa to me call the warranty person and get clarity/ let me know what is going on with it. I have not heard anything since then (Monday). All I'm wanting is that the sofa be repaired as it not only has a manufacturers warranty but I also purchased an extended warranty.

  

  Business response

  01/10/2025

  Hello, 

  We have majority of the parts and are waiting on one more that is scheduled to arrive later this month.  As soon as all parts are in, we will contact the customer to have the technician install the parts ASAP. 

  Customer response

  01/10/2025

   I am rejecting this response because:

  I do accept this for now, and have spoken with a very helpful individual at the ********* store.  I just don't want to close anything out until the sofa is actually fixed.  I don't want to be a pain and when the parts are in and the sofa is fixed I would love to accept this or remove the complaint,  or whatever needs to be done.  Thanks
  
  

  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to get my couch warranty due to it being broken. They told us it would **** *-8 weeks for the parts to come in. They came, picked up couches, called and said the wrong part came in (wrong side of the couch they ordered). Asked if we wanted them to return are couches because the parts would again **** *-8 weeks. We told them yes as it was going to be Christmas. We didn't hear from them so we called and they told us they had fixed are couches, in which we told them no you returned them still broken. They had to look into it and they again have not reached out to us. We called them again and had to explain it all over again and they said they would look into it. It's been almost a year and I still have not gotten my warrantied couches fixed and they have no called me to fix it.

  

  Business response

  09/19/2024

  I am very sorry to hear about your experience and hope that we can make it right for you.  This particular manufacture is challenging to get parts from as it is an overseas vendor.  Our communication could have definitely been much better.  Rather than going through and re ordering correct parts and going through the whole process again we would like to propose two options.  One we can order exactly what you have and replace them with new product  or we can give full value as an in store credit to choose different furniture.  My name is **** and i am the store manager at the Baraboo slumberland where your purchased.  I would hope to make this right for you.  you can contact me at ************ or ***************************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 24 I ordered a loveseat, recliner and a sofa. Order number: 07174Z2EL87 When I ordered my furniture online, I chose to have it delivered which the sale accepted. Then I received a call from customer service later that they dont deliver to my area. Then I received an email on the date I ordered that ONWARD delivers to my area and that Slumberland Manager had spoken with ONWARD directly and they would pick up from the warehouse the next day, June 25.(email from *********************) ************** Representative).At one point I called *************************************** and they said that corporate took back my order. I also called the corporate slumberland and they said they will bring it back to ********************************** and I was willing to pick it up. Then I got a email afterwords saying they talked to onward and they will be Delivering my order and they are going to pick it up the next day. Still has nothing happened. I have called and emailed ONWARD every day this week with no answer. Today, August 2 I received an email from *************************** with ONWARD apologizing for the delays explaining that my furniture was mistakenly shipped to a warehouse that doesnt deliver to my zip code on a regular basis so they are going to get it to a closer warehouse. They expect it to get to the warehouse by Monday.As I mentioned earlier, it had been delivered to ********, ** initially (which is the closest) and was canceled.

  

  Business response

  08/14/2024

  We apologize for the confusion and delays around the customers online purchase.  The original purchase made on 7/16/24 was mistakenly routed to our ************************************ Unfortuantely, that location does not deliver to the customers area so the order was re-routed to a different location for delivery.  There have been several delays and miscommunications with our third-party shipping company.  We are sorry for that. We strive for excellence and have fallen short in this instance. 
  The order is currently scheduled for delivery to the customer tomorrow, 8/15/24. We understand the frustration these delays have caused and appreciate the customers patience.  We have issued the customer a gift card for the inconveniences experienced.  

• 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.

*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. ↩