Slumberland Furniture — Attraction in Springfield

We recently purchased a new king adjustable bed from Slumberland, and the original experience was positive, but the follow up experience was horrible.

Theresa did a good job for us when we purchased the bed, but it was followed by a series of mistakes. One reason we went with Slumberland is that they have a 120- day sleep guarantee, so if the bed is not comfortable, you can return it and get a different mattress, and this is what happened. My husband needed something softer, so we went in and ordered a different mattress for his half of the bed and paid over $300 for the difference in price and the trade-out fee. We were to return the original one when we picked it up in 2 weeks. Two weeks came and went, we were told the mattress was out of stock and it would be another 2 weeks. After 5 weeks, we were told to bring the original mattress back and pick up the new one. It was a hassle for the two of us to get it into a mattress bag, into the truck, and back to the store. When we got there, they discovered the wrong mattress had been ordered! She ordered a regular twin instead of the XL twin that the king-size adjustable beds require. So, the “correct” mattress was ordered, and she was kind enough to deliver it because of all the hassle we had gone through. Had the story ended there, we would not be revising this review, and would have given them the benefit of the doubt. When the new mattress was delivered and placed on the bed, it was 2-3 inches higher than the old one. I thought perhaps it would go down over time, but it got even taller as it “fluffed” out. It didn’t look like one bed, but two that were shoved together. After spending $4000 on a new bed and going through an extended 10-week ordering process, we had a bed with a tall ridge down the middle. I contacted Slumberland only to find out the less-firm mattress that was ordered ONLY comes in this height, and the original firmer one ONLY comes in the lower height. They admitted a salesperson should know this and should have addressed it when the reorder was discussed, but she did not. We now had no choice but to order one of the mattresses in the other height and sacrifice comfort for one of us, which we did by ordering another less firm mattresses. The manager of the Springfield store, Ian, called to discuss this series of errors with me. He admitted they should not have sold us this taller mattress, but he would do nothing to help with the situation. We were held hostage and had no choice but to not only pay the difference in price for the second mattress exchange AGAIN, but he also refused to provide free delivery for the mattress. He stated he had no control over the price difference, but admitted he had full decision-making ability for the delivery part of the transaction. Even after stating this, he would not agree to deliver the mattress to us. The ONLY thing that stood between having a somewhat satisfied customer and a dissatisfied one, was having his truck bring the mattress 4.7 miles to our home, and he refused to do it. I believe it was an arrogant power move on his part that we found ourselves in this situation, and that we had no choice but to order another mattress. It was as if had no concern that he was dealing with very dissatisfied customers. Yes, Theresa made a series of errors that caused this mess of a transaction, but the one most at fault in my opinion is the manager of the store, whose concern should be providing excellent customer experiences. He had the opportunity to provide a simple solution to the situation, simply by offering free delivery for the second mattress, but he instead chose the route of standing his ground and arrogantly making sure we knew who had control in the situation. I will obviously never deal with Slumberland again, and I wanted to perhaps save others from going through the experience of dealing with a store manager who has more regard for his ego than for his customer’s...

The customer service in this store was ok however when we ordered our bed frame we were told it would be 8 weeks. We ordered a mattress the same day and were told the mattress would take 2 weeks to arrive. We had just moved to Missouri and were sleeping on the floor waiting for our mattress to arrive. We called at the 2 weeks mark and were told they had no update for us and didn’t know when they would get our bed and that we should just pick something out of their clearance room and cancel the mattress. We ended up doing that which is when we found out the frame that we thought was ordered and good to go was not ordered correctly at all. The sales agent had ordered the wrong frame and size. So we had to cancel that and reorder it as well still being told it would be here around the original time frame. Here we are now 3 months later still no bed frame. They called us recently and said they were hoping it would leave the distributor and head to them sometime this month. If that happens then we should be able to have it delivered to our house next month. At this point I’m taking everything they say to me with a grain of salt. Hopefully we get our frame before the end of the year but who knows. I’d cancel our order if we didn’t need a bed frame so bad so just going to continue to play the waiting game. Really don’t think I’d ever order from them again in the future. Edit: I am now adding to my review as it has been a few months and have been lied to by this company yet again. I ordered this frame at the beginning of July after being told it would be here in October, then being told November, then told mid December. January came around and we hadn’t had an update. My husband called to which he was told they still didn’t have our bed frame. They tried to beat around the bush then slipped up and said could be another 14 weeks. We told them that doesn’t work for us as we have already been waiting so long and to cancel our order. The manager tried to argue with my husband about whether or not they lied to us about the expected time line on when it would be here instead of canceling our order. After my husband asked countless times if he canceled our order and the manager ignoring his question. The manager ended up hanging up on him. It’s still unclear if our order has actually been canceled. Highly discourage shopping from this company. I do not appreciate companies who refuse to own up to mistakes and think you will continue to let them drag you around. If I could return my mattress I would as I wish I didn’t give...

Ben our salesman was absolutely awesome. We came in late about 7:30 and he stayed with us till we got done browsing after 9:00 pm. He never once rushed us and he was able explain each and every item we looked at. Because of his kindness and knowledge we were able to pick out the perfect bed with adjustable base. He helped us pick what we needed so our new mattress would not get ruined from my precious 14 yr old pug that sleeps with me. Which he has accidents quite often, which I will never kick him out of my bed which he has slept with me since 3 months old. Ben was able to show and tell us which covers to purchase to keep from getting any wetness on mattress. He also waited without any indication of wanting to rush us when I decided to shop longer for other items I purchased. You should be proud to have this young man working for you. What impressed me the most out of all experience was, as we were leaving he said God bless you. If more people said this our world wouldn't be in the disarray it's in. So thank you for having such a nice young man working for you. We wasn't sure if we were going to purchase last night but when this sweet man didn't pressure we knew we would by from him. So thank you Ben with Slumberland for making our purchases easy we will defiantly be back to purchase all our new furniture for our new house when we move. We are putting all knew furniture for all rooms. I pray Ben is still working for Slumberland when we get to shop again.

Thank you dearly, Richard and...