ComplaintsforSlumberland, Inc.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 13th I ordered a bed from slumberland. I was told it would take 10 to 12 weeks to arrive. It has been *************************************************************************************************************************** November. I am extremely frustrated with this as we are just moving into a house and needed furniture. If I had known it was going to take this long I would have shopped somewhere else. This is my order number ******** . This is my first time shopping with slumberland and I am pretty upset with this especially because we are pretty far into the covid pandemic.

  

  Business response

  09/20/2021

  We are sorry to hear that the customer's first experience with ******************** did not go as they had hoped.  We try to be as clear and upfront with customers as possible.  The customer purchased through our website.  Estimated arrival times are shown on each individual product page.  There is also a banner at the top of each page as well as a dedicated page regarding potential shipping delays as a result of the Covid pandemic.  Unfortunately, the pandemic has caused unprecedented delays throughout the entire furniture industry as a result of both raw material and labor shortages with our manufacturing partners.  We know these delays are frustrating which is why we try to provide our customers with as much information as possible on the front end of their purchase so they are able to make an educated decision on the items they select.  

  We apologize we were not able to meet the customer's expectations in this instance.  We strive to provide an excellent experience to all customers whether they are shopping in-store or through our website.  We are sorry to have fallen short of the expectation.  Their order was cancelled and refunded back to them in full.  We will consider this matter resolved and hope they will consider Slumberland again in the future.  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date Paid: 4-26-2021 Amount Paid to Business: $6,683.71 What happened: We purchased numerous furniture. When Sofa was delivered the 3-delivery guys pulled the sofa around on our wood floors leaving marks that need to be professionally buffed out. The 3-delivery guys said we did not pay to take the sofa away, which we did and we had a receipt. That happened on approximately July 14. Today, August 30th the insurance contact, Robert ******* - Gallagher ******* called and said the drivers said it did not happen. In the time between the incident and today, they NEVER came to our home to inspect the floors. Mr. ******* went with what the 3-delivery guys said and denied our claim. When it happened Tim ******* from Slumberland, North Branch, Minnesota said these things happen and that he said he would make sure it was corrected. Nature of Dispute: Denied Whether Tried to Resolve: In the beginning, they offered me $200.00 or to file a claim. I said I was fining a claim.

  

  Business response

  09/09/2021

  We are sorry to hear of the customer's feedback regarding their delivery experience.  We have reviewed her concerns with our delivery partners as well as our insurance team who handled the customer's case.  Our insurance partners did deny the claim after a thorough review.  While we do agree with the findings of our insurance team at Gallagher-Bassett, we have worked internally to come to an amicable solution with the customer.  Our North Branch store manager has been in touch with the customer and will be working directly with her to come to a resolution that is acceptable for all involved.  

  Customer response

  09/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15815851, and find that this resolution is satisfactory to me. I don't agree to what they said but accepted the $1,200 they offered us. They agreed with their insurance that it didn't happen but paid me and made me sign a agreement that I would take no further action. I agreed to that as well. You see it did happen and I will never do business with their store again. 

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the summer 2020, I purchased a new couch from Slumberland. In November 2020, the backing of the couch broke. I called Slumberland, who put us in touch with the warranty people, GBS Enterprises, who came to our home and investigated. They took the backing off the couch, announced that it needed a new part and refused to do anything else. When we told Slumberland of this, they put in a ticket and told us to wait. After not hearing from either party of weeks, I continued to call Slumberland to try and work out a resolution, even offering to fix the couch ourselves if they sent us the part that was broken (we sent them pictures several times of what was broken and they have not been willing to even send us a replacement part). Every time we would get a hold of them, they would tell us they will help, but they never do. I have called them close to once or twice a week since then, but never getting in touch with a manager. They claim they pass on my messages, but no one ever responds.

  

  Business response

  09/07/2021

  The situation has been handled. Customer will be getting a store credit and has already selected a new piece and is set for exchange.

  Customer response

  09/07/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15796176, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I purchased a sectional couch at the Springfield Mo location on 3/28/21 for just under $2000. The day of purchase we were told that it would be in and delivered by the end of May 2021. Since then we have received multiple text messages telling us that they still do not have our purchase. We have spoke with the store manager 3 times over this time period. He seemed genuinely upset that we have been waiting and offered to extend our warranty by 1 year, this was approximately mid June 2021. He also stated we should have our purchase by mid August. We spoke again 8/19/21 and he had no updates but yet said it would be October now before its delivered. Not only that but was extremely rude like we were out of line by even calling to check the status and told us "good luck" when we mentioned the corporate office We plan to call the corporate office and make a complaint as well. We understand the condition of things in our country, but 7 months is ridiculous to wait on this.

  

  Business response

  08/27/2021

  In reviewing the customer's order I see that is has been cancelled and refunded in full at the customer's request.  If there is anything additional needed please let us know.  We are sorry we were unable to meet the customer's expectations with their recent purchase and hope they will give us another chance in the future to provide the exceptional service we strive for.  

  Customer response

  08/31/2021

   I am rejecting this response because:
  
  
  The reason we cancelled our order was because we were told it would be October before we might receive our purchase. This was the 5th or 6th time we have been told they didnt have a definite time of delivery. Considering that we went to another furniture store and within a week we have our purchase in our home. Our other issue that wasn't addressed in their response was the completely unprofessional way that we were talked to and blown off by the Springfield Mo store managers. Not only this treatment should be addressed, but also the fact that Slumberland held our money for a total of 5 months. During this period I could've have been making interest off of it. As of today, 8-31-21 the credit still has not been applied back to my account.

• Initial Complaint

  08/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 5pc sectional couch on April 17th, 2021 from slumberland in Ankeny, IA. The order number was: *********** I was told when purchasing the couch I would get it by the end of June. On June 28th I messaged them questioning where my couch was, they then told me a manufacturer delay had happened and now the end of August was the estimated time. Now August 18th I've inquired again and they are staying end of September now. This is unacceptable, I've been sitting on lawn chairs in the new house I bought. If I had known it was a 6 month wait I would have went elsewhere. I fully believe slumberland knows fully well that the initial time estimate was not accurate and knew they might lose the sale if they had given me a real estimate. Something has to happen with slumberland or their manufacturer that they consistently blame. We are two years into covid, they know what's going on thats not a valid excuse. I will not shop here anymore, nor will my fam and friends. I spent 3k here

  

  Business response

  08/19/2021

  We apologize for the continued delays in the customer's order.  The entire furniture industry is experiencing unprecedented delays as a result of the ongoing pandemic.  These delays are caused mainly by shortages of both raw materials and labor at our manufacturing partners.  We understand how frustrating this is for our customers.  It is frustrating to us as well.  At Slumberland we strive to be as upfront and honest with our customers as possible.  We are working diligently with our manufacturing partners to ensure we are stay up-to-date with them as product delays occur so that we can pass any information on to our customers as soon as we are able.  If the customer would like to review additional information regarding the delays across the furniture industry they can visit our website at https://www.slumberland.com/s/slumberland/COVID-19CustomerUpdate.html.

   

  In reviewing the customer's order I do show that their tables are in stock and ready for delivery.  We are still waiting on their sectional to arrive in.  We have upgraded the customer to our full-service delivery option at no charge as a courtesy due to the continued delays.  Once their sectional is in we will contact them to get a delivery date scheduled.  Again, we are sorry for these ongoing delays.  We can assure you were are working tirelessly to get customers products as quickly as possible. 

  Customer response

  08/19/2021

   I am rejecting this response because:
  
  
  Stating simply covid delays is unacceptable. Simply put its idiotic to make that excuse, we are deeply in the pandemic and your team had to of easily known I wasn't going to get my 5pc sectional in the 2 months they quoted me. I believe you are stating this time frame in order to sell items, for if I knew the delays were this bad I wouldn't have purchased from slumberland. With the amount of people stating their orders took multiple months past their quote date it's safe to say they know better. I advice slumberland do better, and be better. Eventually this shady business will catch up with them. 0 stars DO NOT SHOP FOR FURNITURE HERE.

  

  Business response

  08/19/2021

  We are sorry the customer feels like he was misled in any way.  We try to be as clear and upfront regarding the delays that have impacted the entire furniture industry across the nation, not just Slumberland.  Two of our core values are conducting our business with honesty and integrity.  We do our best to live up to those values in every customer interaction.  Estimated arrival times as well as an overview of the causes behind these unprecedented delays can be found throughout slumberland.com.  As stated previously we are working with our partners in manufacturing to get products as quickly as possible.  As soon as the customer's order is in we will contact him to schedule delivery.  If he is unable to wait for the sectional to arrive in we would be happy to work with the customer to select something that is currently in stock or we can cancel the customer's order for a full refund. 

  Customer response

  08/20/2021

   I am rejecting this response because:
  
  
  I will wait for the sectional I chose as it's the one my family liked the most. We spent 3k on it and it's the one we want. What we didn't want was to be lied to about wait time. I suppose the only course of action is to wait until it gets here and for slumberland to keep this negative mark upon themselves. 5 months is not an acceptable wait and on top of that slumberland did not give an honest upfront wait time, regardless what their website says. I spoke to a sales rep employed by them, who knows how hard their industry was hit by covid and failed to inform me by it. Also I already had free delivery, but I appreciate your efforts.

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