BEAVER DAM, WISCONSIN -- I'm going to start with this story: I went to visit a friend who lives in Rochester, MN. I slept on her couch during my visit. The couch was Heaven. I slept almost as well as I do in my own bed, and it was beautiful and high quality to boot. I asked my friend where she got it and she told me Slumberland.
Fast forward 1.5 months. I desperately need new furniture. My living room furniture consists of a futon from my college days and an old, ugly hand me down sofa that I bought from my cousin. However, as a single teacher, my budget is pretty small. I went on to Slumberland's website and saw a perfect sectional that would be perfect in my apartment - on sale for $716, originally $1800. To make things even better, there was a label on the page that said "Quick Ship."
I clicked the Quick Ship link and it said that this sofa is in stock in all stores and should be able to ship immediately. Well, based on my friend's experience, the great price, and the quick ship option, I went ahead and placed my order. I immediately received a confirmation email that said my order was placed and I should expect a call within 72 hours (3 days) to set up delivery.
Fast forward 3 days. 72 hours passed - no call, no email, nothing. I log in to my account on Slumberland.com, and the status is listed as: Confirmed-Shipped. WTF? It most definitely has NOT shipped! I then logged in to my credit card account and for sure - they charged my credit card.
So, I decide to call the customer service number listed on the website. I call, and I get the "all operators are busy," but I decide to stay on the line and wait. After a minute or so, I'm automatically sent to a voicemail system. I'd also like to add that the voicemail message is the "we're closed" message. It lists the hours for today as 8 AM to 6 PM. The corporate headquarters are in MN, I'm in WI, thus in the same time zone. I called at 3 PM. 3 hours before closing time. I called probably 5 more times, and get the same "we're closed" message. So, I decide to leave a voicemail and I provide my order number and my phone number. We'll see if they actually call me back.
Getting no response from corporate, I decide to call the store closest to me - the Beaver Dam, WI store, to see if THEY know anything. I call and explain my situation, and the person who answers the phone says "Oh let me check that out for you!" She tells me that corporate JUST sent them the order and yes, they would be delivering my sectional. She was extremely helpful and set up my delivery for me and saved me a HUGE headache. So, after my experience, and after reading other reviews on here, Slumberland Corporate seems pretty disorganized and not very helpful. However, the Beaver Dam, WI store was very helpful and seem to have their stuff together!
SPRINGFIELD, ILLINOIS -- BUYER BEWARE!!! The sofa purchased at Slumberland in Springfield, IL less than two years ago is literally coming apart at the seams. Brought one of the cushions to the store and the first question asked by the employee was "did we purchase a five year warranty." Since we had not, our only option was to talk to the sales manager (who wasn't there, of course). In the meantime, I took the cushions to an upholsterer who removed the fabric from a cushion and pointed out how there was almost no backing in various places on the fabric, which was why the seams were fraying out. He said that if he reinforced the seams, the same problems would probably occur again.
A day later, no phone call from Slumberland. I called the store and was given a number for "service." Bottom line: "Sorry, your year is up!" Said we could possibly purchase replacement covers for the cushions. Said there would be no guarantee that the fabric would perform any better than the defective stuff we now own and the replacements would be nonrefundable even if defective. Later received a call to say that 'Oops, replacements covers are no longer available.' Repeat: BUYER BEWARE!!! My opinion: If you want a couch to last approx. one year, go to Slumberland.
LITTLE CANADA, MINNESOTA -- Don't be trusting. I purchased a sofa and two chairs from Slumberland Furniture on 4/18/13. I also purchased the Furniture care plan. The salesman said it was a good thing to do especially since the sofa had reclining motors. They will come to your home and fix the product. You however are not given the Furniture contract to read before you purchase. The furniture was delivered and placed in the proper place by the delivery men. They looked it over and said everything was good. What they don't tell you is that if there is anything that is damaged it must be found right away.
Two months later I installed new drapes and moved out the sofa to do this. I noticed a small scratch. In the rear leather on the top of the sofa. Which appeared to be from a packing staple. I was not worried as I had this great Furniture Care package. The company was difficult to deal with and informed me they do not repair scratches. Slumberland customer service said I had to find the scratch within so many hours. I got two different quotes on the amount of time from different employees.
I am advising everyone who does business with Slumberland to not allow the furniture to be placed by the delivery workers until you have gone over the piece with a fine tooth comb for problems. I also would advise against the purchase of the furniture care package. My opinion is buyer beware with this company and certainly don't rely on oral information. Read everything. I will not do business with them again.
LINCOLN, NEBRASKA -- I ordered this chair through Slumberland Online in November. It was delivered to my mother in Nebraska City, Nebraska in early December. She is 82 years old, suffers from spinal stenosis and osteoarthritis and fibromyalgia and is home-bound. From the time the chair was delivered she has had problems with it. The cushioning in the chair back has collapsed at the bottom, and the cushioning at the top of the chair back is asymmetrical and obviously defective.
I visited her in January and after seeing first hand the issues with the chair, I made a trip to the Slumberland store in Lincoln, Nebraska, the closest to her home. I was told by the manager that it was beyond thirty days so no return or refund or exchange was possible, but that I could contact Slumberland about warranty service. I did that, and in early February a technician visited my mother's home and told her that he could not fix the chair because he was out of the material necessary to make the repair because he had recently done several similar repairs to the same brand and model chair.
A week or so later my mother received a call from Slumberland customer service informing her that the technician had fixed the problem and her warranty claim was being closed (claim # ** at Slumberland). My mother told the customer service representative that in fact no work had been performed because the technician told her he did not have the necessary material. My mother then received a second call a few days later disputing her account and asserting that the claim was being closed.
Needless to say, we are not satisfied with the quality of the merchandise or the service provided by the merchant. We are sharing this information with the Better Business Bureau of Nebraska and the office of the attorney general of Nebraska.
ST PAUL, MINNESOTA -- In July 2012, I went to purchase my first mattress in over 20 years at a Slumberland Furniture store in St Paul MN. I explained to the salesman that I wanted a "firm" mattress and he took me to a section of the store and pointed to several that he stated were "firm." He was actually very impolite and we got into a bit of a disagreement and I should have left the store right then and there. However, I was so excited to get my new mattress and there was a big sale going on and I was determined. Eventually, I selected one of the "firm" mattresses he had shown me and purchased it.
I immediately knew that something was wrong as soon as my husband tried out the mattress at home. He sunk into the center and, of course, I rolled in there too. I subsequently began having back trouble which I have never had in my entire life. When I called customer service, I was informed that I had actually purchased "one of the softest mattresses" they carry. I called the store and they said they couldn't do anything because I hadn't purchased the "Mattress Protection Plan" for $290. Do I really need to spend an additional $300 to cover the ineptitude of the Slumberland employees?
Anyway, I appealed to the president of the company, Mr. Ken, and asked to exchange my mattress for a firm one, offering to pay any price difference. When Mr Ken denied my request, he suggested that they couldn't take the mattress back because it might be infested with dust mites and bed bugs. I will no longer purchase anything from Slumberland.
CASPER, WYOMING -- Purchased sofa and the extended warranty. Got it home and upon inspection found that the back was broke and defective. Sent email and never got a response. I called and they refused to resolve the issue and told me it wasn't covered by warranty and that it was my fault. Worst customer service I have ever had. Beware that the warranty plans do not cover anything and are a waste of your money. I would never shop at this store again; they were deceptive in selling an extra warranty plan. The couch was defective and it was not due to our use. Spent a lot of money at this store and came home with junk.
This customer purchased a stain and accident warranty it doesn't cover a sofa that they damaged while trying to move it into their home and dropped it. They were never told the warranty would cover anything other than accidental rips, tears, stains, and burns.
ST. LOUIS, MISSOURI -- Slumberland had an sale for living room end tables with charging stations. We thought that would be a good idea for our tablets and smartphones. We bought one, had to come back to pick it up. When we took it out of the box to assemble we found a giant chip (more than 3") off one of the sides -- plus you could see stain drips. My husband didn't even assemble it -- we put it back in the box. But here's what really irks me. Only a certain "manager" can authorize returns. If he/she is not there you are told to come back. That is so bogus.
Every store should have someone who can authorize a return on duty at ALL OPEN hours. To add insult to my injury when I went in the first time and said I needed to return an item -- I was told the "manager" was out to lunch and I would have to come back in about 15 min. I went to a nearby Target to waste time -- came back to Slumberland and the "manager" told me she was NOT authorized to do returns!!!! Why the heck did they tell me come back! I am furious at all the time I have wasted. I still have the blasted thing in my car and have to schlep back there. They tout a great 30 day return policy -- but good luck. I will not buy there again.
LACROSSE, WISCONSIN -- We bought 4000.00 dollars in new furniture from Slumberland. The dining room table - the stain is coming off. My grand kids were doing their home work on it. When they picked up the paper we seen all the writing marked in the wood. It went right through the paper. My living room - we bought reclining sofa, a lift chair, end tables, coffee table. You can't touch the wood - it will mark. I put my laptop on it and it left a indentation of the laptop on it. My reclining sofa - the fabric is all running like a pair of stockings. We bought the warranty for it all. What a waste of money - it don't cover the fabric or the wood.
BLOOMINGTON, MINNESOTA -- Unfortunately I signed up for credit with your company and ended up paying hundreds of dollar in interest charges at over 26 percent for not paying it off in 6 months. Talk about banksters making all this money for nothing. I think that you could at least alert your customers ahead of time and warn them of this financial cost to them. I think it should at least be interest free for the first 6 months. I paid it off in about 7 months and this was a financial disaster for me. Because of this it's the last time I will shop at your store or recommend it to anybody, the same for Wells Fargo bank.
SPRINGFIELD, ILLINOIS -- I purchased a Merlot colored Micro-Suede Sectional April 2012. It began fading onto my clothing and my little Maltese has red feet. When I called the store manager, **, he literally blew me off and said color transfer was not covered under warranty. Told me to call the company who we purchased the extended warranty from. I told him that shouldn't be their responsibility since it had only been a couple months since purchasing. Manager was not helpful in any way and said to go ahead and call the Better Business Bureau.
After contacting the manufacturer, Slumberland Corporate and the BBB Mr ** agreed to replacing the sectional in a different color. He said he would only order another when we returned the faulty sectional. Guess he wants us to sit on the floor for 4 to 6 weeks while the other is ordered. I agreed anyway and when I emailed him telling him I would return the sectional and matching ottoman to end the situation, he called me and was extremely rude. Told me he would NOT replace the matching ottoman. Throughout the conversation he was would just say "yea right" sarcastically and then HUNG UP ON ME!!!
What type of customer service do you call that??? I am now forced to contact Slumberland Corporate again. They obviously don't care whom they have represent their company. The warranty is as good as purchasing the items from Goodwill... two tail light warranty! Drive it off the lot and it is your problem.