Slumberland Furniture — Local services in North Branch

We purchased a 5 Year Warranty when we purchased our Love Seats that arrived in April of '22. This month Oct. '23 the latch handle broke on one of them. So I contacted Slumberland where we purchased our set. The manager transfered me to their service department that gave me the company that actually covers the Warranty's phone number, which then transferred me to them. I went through the process of explaining for the third time what happened. The man was very hard to understand (poor english). We finally made it through it and he gave me a claim number then the Service Tech phone number and said, "He would call in three business days". Well three business days and they never called. So I called them myself and was told they never received my name, phone number or claim number and that I needed to go back to Protect All who has the Warranty. So I called and spoke with Customer Service at Slumberland in North Branch only to find out the phone number was wrong for Protect All. The Customer Service rep gave me the correct phone number. I reached out to Protect All again, only to hear that my information was never processed. Then Protect All person advised me what the steps were in order for the Warranty to be covered. Which by the way was never mention in my original phone call with Protect All or on the Warranty paperwork. When all I wanted was a simple latch and cable at this point to fix the love seat ourselves instead of having a service tech come out to repair. When I asked for just the parts to repair I was told, We have to have the serial number on the sofa along with pictures of the item that broke. This is ridiculous! THEY HAVE ALL OUR PURCHASE INFORMATION. The parts cost less than $7 to repair. This is why you don't buy Warranty!!! Let alone the poor quality of the furniture at a hefty price. Lesson learned we will never purchase through them again. Or say anything positive...

Edit. Yup. It has not even been a year and we are already couch shopping. This whole couch is literally falling apart, and the lEaTheR is peaking off. I contacted the maker of this couch. It is not leather. We will be going to court if we do not get refunded on this couch that was destroyed in delivery and salesmanship, lied about what it was and where it was made.

Edit: wellp... after our cat gave a nice deep scratch into the couch. I now realize that this "leather couch" I purchased. After asking several questions about the covering product. It is not a real leather. I am so annoyed that I was bold faced lied to, to my face several times about this piece of furniture. Had our old couch 15 years, my wife and I are already talking about throwing this one out and finding something qaulity. 100% absolute complete disappointment. Just really bummed at this whole entire experience.

Edit: with the delivery. The couch was damaged. Did not get fixed yet.

Edit Edit: after a month of owning this couch it's "leather" is absolute garbage. I am ready to throw away this $5,000 couch and buy something else. Just absolutely horrible this couch already looks like it is 10 years old. JUNK

(Will edit if I need to after delivery.) 1st off right through the door. It's always the same. First guy up introduces himself and says if you need any help just ask. We said we were not looking for anything specific, just browsing. We were left alone as my wife and I sat on EVERY.SINGLE.COUCH. lol. And as soon as we found a couple that we liked. We asked a Tom Sax couple questions and he definitely got us the answers we were looking for. We then had a few more questions and...

Five stars for the outstanding customer service by Julie, when we first arrived at the store to look for furniture she was very helpful and kind.

Zero stars for the delivery. We ordered our three-piece sectional sofa on 08/26/2025, was told it would be delivered to our house on 09/04/2025. The sofa was delivered, but one piece was damaged upon arrival. I’m not sure why a damaged piece of furniture would leave the store to be delivered, you would think the workers would thoroughly inspect the furniture prior to sending it out to delivery. Delivery drivers were very kind, but I was unhappy that we only received a portion of our sofa and only 1 of the 3 pillows that come with it. After calling with the complaint we were initially told that the ETA of the replacement piece would be 09/18/2025. It has now been 11 days and I have not heard from the company, so I had to reach out asking for an update only for them to say that the furniture has not arrived at their warehouse yet and a delivery date is unknown. See the snippet(s) below for transcription of the conversation.

I will not be ordering anything from Slumberland in the future as this is a major inconveniences for us to only be able to sit on two cushions and a lounge when we specifically ordered a beautiful sectional is a...