ComplaintsforSlumberland, Inc.

• 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

• 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,

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

*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. ↩