LITTLE CANADA, MINNESOTA -- I bought 2 defective mattresses from this company and they will not let me make a return or exchange of the second defective mattress. When shopping there we asked the sales person if they do 30 day full refunds like their competitors and he told us we could do as many exchanges as needed until we found the perfect mattress for us for 120 days which is a better policy he explained. The only thing required is we have to try the bed for at least 30 days and buy a mattress protector for it.
For that reason I started at the lower end and chose a $1300 mattress first. The first mattress I bought was defective and the entire top where our heads lay sunk in after the 30 days we had to wait before returning. We returned it after the 30 days and paid a $99 reselect fee plus shipping to upgrade to another mattress.
While choosing the second mattress the sales person was in a very big rush to leave for a wedding and pointed me to their top of the line spring mattress telling me this bed is great. He told me he had the same mattress and asked other sales people what they slept on and they also answered they use this mattress. Sounded great so I paid another $900 to get it.
After the first night my wife and I both had pain and numbness. The top layer of the mattress is so thin you can feel the springs pushing against you. This bed was nothing like the bed I tried in the store. The bed in the store is soft and comfortable but the bed I received is hard as a rock. It is either defective or they bait and switched me. Both my wife and I began getting numbness in our hips and shoulders, arms falling asleep and back pain the very first night. I waited the 30 days to do another reselect for $99 as I was instructed to do. Upon arrival at the store I was informed that on the back of the receipt the policy states there is only 1 reselect/exchange allowed.
That is not what the sales person who is also the store manager told me and the policy was never explained or read to me at checkout. Also, during the mattress reselect the sales person never once mentioned this would be my only chance for an exchange. I was misinformed by the sales person who misrepresented their return policy.
During the first purchase I asked him if they had a 30 day free return policy like their competitors if I did not like the mattress. He replied that they had a better return policy for 120 days and they will exchange the mattress until I find one that I like as long as I buy a mattress protector which I did buy. He lied and did not tell me the policy only allows 1 exchange. The first mattress was defective anyway so I should be allowed at least one more exchange which they will not give me.
So, now I'm stuck with a $2200 mattress that causes my wife and I horrible pain and numbness. I've gone back and forth with the store manager for 3 weeks after going into the store to exchange my mattress and he just keeps telling me he can't do anything. I also called the corporate office and they also told me there is nothing they can do. I even offered to pay another $99 reselect fee plus the shipping and buy a more expensive mattress and they won't work with me.
They are holding me to a policy that I was misinformed of and never signed. I signed the front of the receipt agreeing to pay but I did not sign the return policy hidden on the back. I want to exchange this defective mattress or get my money back so I can buy a mattress that isn't defective.
I purchased from this company in good faith a product that was not as described and with a policy that was hidden with malice intent. I've acted in good faith and performed under all the terms and provisions explained to me by the store manager/sales person. Slumberland Furniture and associates acted in bad faith in violation of their duty of good faith and fair dealing under the applicable federal and state statutes as well as under common law by failing to disclose fully and fairly their terms.
I recently bought a Slumberland mattress in Shanghai (China) and was ecstatic that we would finally have a nice mattress to sleep on. We decided to buy one from a reputable international brand despite all the low cost varieties that you can get here in China because earlier in the year, we bought a Tempurpedic mattress from a local brand and ended up returning it within two days because of the severe toxic fumes that it emitted. It was so severe that we would leave the house for a few hours and when we came home, the whole house smelled of the fumes.
When we bought the Slumberland mattress, we didn't expect any problems because it has such a good reputation. So when I discovered in the middle of the night that there was a weird plastic / chemical stench coming from my sheets (the same toxic smell that came from the local Tempurpedic mattress we returned earlier), I didn't think much of it and let it go.
But by the third day, when not only was the stench not going away, but it was coming through the mattress cover and bed sheet and my comforter started to have that smell, I knew something was wrong. How can any 'smell' permeate through mattress covers and sheets like that? My pyjamas also had the smell since I was lying on the bed.
A few days into buying the mattress, my partner and I decided to air out the mattress since we would be out of town for a week. When I returned, the smell improved a bit but was still there. So I let it air another week while I slept on the sofa.
By the third or fourth week, since the smell still had not dissipated, we decided to give Slumberland a call. After a series of events, which I will not get into but it involves being tossed like a ball from one department to another, the same customer service representative who two weeks ago offered to exchange a new mattress to us if the store refused to give a refund, now says that MY NOSE MUST BE OVER SENSITIVE. Highly disturbing that when fumes are coming out of my sheets, my nose is being accused of being oversensitive.
He also said that there can be many explanations for 'smells' and that this was probably because substances/chemicals in the mattress came into contact with other things in the air/environment and hence led to this smell. (huh?) He then said that what we can do is have a lab test conducted on the mattress for toxicity levels. I said, "I would do so." And he said to me, "I wouldn't recommend spending your time doing this because there are higher tolerance levels (or in other words, lower standards) here in China, so the results would probably show it is OK."
I am speechless. His last comment tells me a lot. At the end of the day, what is really infuriating and sad is that the point is completely missed - when a product is clearly emitting fumes of some sort, one would think customer safety should come first. Slumberland is clearly a company that has no regard for customer safety and would rather accuse the customer of having a sensitive nose than to admit - as a responsible corporate citizen should - that there may be something wrong with their product.
Fast forward to the end of the conversation, after much heated exchange, the customer service representative finally agreed to keep his word and to give us another mattress for exchange. But he added, "I don't know what good it will do though, clearly we know what the result will be since you cannot accept the smell."
Again, speechless. So either a) he still refuses to accept responsibility and the possibility that there may be something wrong; or b) he knows what smell I am referring to and all mattresses have that toxic smell, which makes Slumberland a very, very poor brand and product that I would highly recommend against buying. Fingers crossed that the new mattress being sent our way will not have any issues. But if you want to avoid any risk, I would not recommend getting involved with this company or buying their product.
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.
WATERLOO CEDAR FALLS, IOWA -- Product: Simmon Mattress. This is the third mattress I have had from Slumberland in 11 months. The first mattress they delivered was firm and we loved it except it had a terrible smell. It reminded me of cat spray. Another mattress was delivered to our home and it felt lumpy but it didn't smell. I called and spoke to the manager and said to come pick up the mattress and that I wanted to get my money back. He talked me into trying a third mattress which was delivered - much to my chagrin.
Several months went by and I noticed that I started to roll towards the center of the bed - please note this is a king size mattress - however in the center it was hard. I called Slumberland and spoke to the same manager - who asked me "Are the sides firm?" "Yes", I said. He said, "Does it have an indentation where you sleep? and is it higher in the middle?" I replied, "yes." "That is what people have said about the mattress you have." In other words I was sold a mattress that they must have known had problems. It wasn't inexpensive it was over 3000 for this. I just received the warranty information in the mail and guess what - we have to pay handling and shipping fees.
I can't wait to see how much these are and how much of a hassle it will be to get them to pick it up and send it back. By the way it's a Simmons mattress and this happened at the Waterloo/Cedar Falls Store. Buyers beware!