Slumberland Furniture — Local services in Madison

We've been a consistent buyer from Slumberland for many years, and our past experiences with their furniture has been good. However, this last experience was less than desirable. I will also state to be fair that we are pretty picky when it comes to buying "New" furniture and expect it to be just that new and damage free. Our salesman Andrew was good to work with at the beginning, but when the furniture that kept being sent out was damaged and we wouldn't accept it, he seemed to get quite annoyed with us. We ordered a dinning room set and a TV/fireplace console. The first table that came out was extremely damaged, a corner smashed in, a crack through the top of the table, the locks wouldn't latch, and a couple chairs also had some damage. The first TV stand delivered had a decent size crack next to the fireplace insert. We were concerned how this would hold up over the years and worried this would eventually fall out, leaving us with a huge hole next to the fireplace insert. Andrew ordered a new table top, 2 new chairs and a new TV stand. The table/chairs were replaced, yet again the table had some minor damage, but we agreed to keep it, as they offered to take some money off the table. The TV stand is a different story, the second one they sent out was also damaged, this time the top of the TV stand looked awful, it had huge knots (which would of been fine- IF they didn't look like they were tried to be filled and it failed- Even the delivery guy thought it looked pretty bad) and the back of TV/fireplace stand was falling off, we denied the delivery all together. The next day Andrew reached out to us via text and said " After our attempted exchange what're your thoughts this morning? Were you wanting to simply keep the existing one? Here to help" After the text my husband reached out to him and said no, we don't want to keep the original one either. Andrew at that time said he had to talk with his Manager, as they already sent out two and we denied both of them. We denied them because they were damaged, at this point we were just ready to return the TV console. After some back and forth Andrew was able to get his manager to let him reorder from a new shipment coming in, in April; Andrew stated that this shipment might be better, because it was from a new shipment, but we would have to wait until April. We agreed and we're fine with waiting for the new shipment. Well, after a phone call to slumberland regarding a billing issue, we were informed they had another TV stand in and asked if we wanted to come in and look at it before it was delivered. We agreed as we didn't want to waste our time or their time if this piece was defective/damaged too. We went to the store on Wednesday, and as Andrew was walking us back he said "If this does not live up to your standards, don't worry, we have a new shipment coming in in April, we can still wait for that shipment.:" Well after unboxing the TV stand it was better but it definitely had some damage too. After pointing out the damage and talking, I asked if we could still wait for April, Andrew replied with "this is pretty much as good as they come from what I've seen." Feeling pressured and talked into this TV console we agreed to take it. However, shortly after leaving the store we just didn't feel right about the purchase and my husband called the store and asked if they would be willing to take some money off for the scratch on top of the console? Andrew stated he needed to talk to his manager and get back to us. Well, after two days of not hearing back, we decided we no longer wanted that TV console and wanted to wait for the next shipment. When we expressed that to Andrew, he stated he needed to talk to his manager again but didn't think that would be an option anymore, because they had one there that they believed was as good as it was going to get. For an $800 plus console one would think it would be better quality. Because of this exchange, we definitely don't have the best review or thoughts on the quality of furniture Slumberland...

In August of 2021 I purchased a mattress and bedframe from Slumberland. My husband and I wanted to try to avoid getting something that wasn't actively in stock - as, we were aware of delays resulting from the pandemic. We selected a mattress that was on clearance and a bedframe that we were told was in stock at the store across town. Perfect.

About a week later we were informed that they were unable to locate the bedframe at the westside store, so they were unfortunately going to have to place an order with the manufacturer. I was a bit disappointed, but understanding about this update.

Over a year later - in December of 2022 - I still had yet to receive this bedframe. I was not offered solutions, just told every few months that my order was yet again delayed. I went into the store to discuss this problem I was having with one of the managers and was not greeted with sympathy, but rather indifference about the supply chain issues created by the pandemic. I understand that the supply chain is still feeling these effects. I also understand that the store was simply the middle man between myself and the manufacturer. But, I again wasn't offered solutions and I wasn't even offered much sympathy. I was told I could be issued a refund, but at this point I had been waiting on this order for over a year. I didn't want a refund, I wanted a bedframe. After some discussion, I suggested that I select a different frame with a more dependable manufacturer instead. Upon selecting a frame in a comparable style, I was told that I was going to have to pay the price difference despite the fact that I was only changing my selection because of the insane delay on me receiving the product I ordered. When I said I didn't want to have to pay more for a substitution the sales rep I was speaking to told me "well, I don't know... this is a much nicer frame than the one you ordered originally...". So, the frame I was waiting for over a year for was also not even a high quality item??? After MORE discussion the store agreed to eat the cost difference and sent me on my way. My bedframe was finally delivered on 1/31/23 --- a different frame than I ordered in August 2021 --- but, at least I finally have a bedframe for my 18 month old mattress.

So, if you like waiting a year and a half for a product you didn't even originally select from people with little sympathy and even less proactive solutions -- this may be the...

Terrible customer service. I purchased a mattress, box spring and new bed. Spent a total of $3000. When everything was initially delivered, the footboard to my new bed was damaged. I am surprised the delivery guys thought it was acceptable to drop it off at my house.... I called the company and they replaced it. It took about a week for the follow-up call and then another 2 weeks to have the new footboard delivered.

About 45 nights after purchasing my mattress, my husband and I decided the mattress was too soft for our liking. Since we spent $2500 on the mattress and box spring, we wanted to make sure we were happy with our purchase, so we exchanged the mattress for a "firmer one." When we received the firmer one, it was nothing like the display mattress in the store. It was literally like sleeping on a hard wood floor. The first night we had it, we were only able to sleep on it for 3 hours, and ended up sleeping on the couch and recliner for the remainder of the night. The VERY NEXT MORNING I went back into the store to inform them that I was NOT HAPPY with the mattress at all and to find out what they could do. I even offered to pay for my old mattress (the one they picked up the day before from my house). I also offered to do the deliveries myself, rather than have the delivery guys have to make another trip to my house. I was told by the manager "there is nothing they can do" and "they were too busy to work with me, and that I would get a call back the following day." I was the ONLY CUSTOMER IN THE STORE!!! How were they too busy??? Needless to say, NO ONE CALLED ME BACK... Big shocker huh?!

I WILL NEVER RECOMMEND THEM TO ANYONE. I WILL NEVER PURCHASE ANYTHING FROM THEM AGAIN. I manage an Extended Stay Hotel in Madison and work in customer service, and I was appalled by their laziness and poor service. I have countless guests who relocate to Madison and ask me for recommendations on where to go, eat, buy homes, shop for food, and BUY furniture... I definitely won't be recommending Slumberland.

Their companies mission is to sell furniture that "lives the way you do." That's a load of BS, and their manager needs...