Hi All,
Sleeping giant sent me replacement slats/ platform and therefore removed the complaint.
matter resolved.
Be Aware of Sleeping Giant and Their Warranty Policy
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I disagree. Do go and buy the wood from Bunnings, and they will even cut them for you, simple pine will suffice. But do continue with the ACL complaint.
These are the businesses that like to screw the customer over. For instance I have just gone through a bitch of a complaint with a business, took over a month to get my money back, and that was only because I paid with Paypal, and they forced them to give my money back. But I still submitted a ACL Complaint, which took all of 10 minutes. It might not do anything now, but enough complaint and it might.
I'd be pissed if a $1000 bed frame died in 1 year and 2 months.
Yeah, I don't know why anyone wpuld spend $1000 on a frame……
Because you are happy to spend money on something that is visually appeasing to you, and that you believe is of good quality.
I could buy cheap laminate or soft pine furniture, that is very basic looking. Or I could buy, say, recycled hardwood with a real good "solid" look. I know which I would prefer.
I think its crap that a normal bed slat, much less one from a $1000 bed frame, can't even stand up to the job. Hell even single piece pine would hold.
Thanks buddy for understanding! Yes I will probably buy the slats and continue with the ACL complaint. I used to work for a large electronics company(one of the largest in the world) and we were scared to hell of ACL. We would simply replace or repair. That's why they surprised me! I know my rights very well I don't wanna let it go! It's not the money but a principal thing.
Anybody else sick of these "under ACCC" and "will escalate", it never helps the situation
For a minute there I thought I was on one of those mothers groups on FaceBook
I thought SCAM in capitals really helped
No, I never get sick of these posts.
I enjoying reading "First Post" problems.
I live in hope that one day, one of them will get back to community and let us know what the final outcome was. (Especially if Consumer Affairs/Fair Trading actually did get involved)
The OP has stated "I will update you all once I get a response from Sleeping Giant" so I have utmost faith.
Yeah I won't let them get away with it! Their area manager didn't even bother! I am in management and I know the importance of time and customer satisfaction over this unnecessary escalation! At one point they will understand hopefully or I will continue to fight!
Happens every time in deals where there was a price error that didn't get honored .. or from sore losers buying massive amount of stock hoping to get $$$ reselling at Gumtree
It was nailed together with another piece of wood! this simply couldn't take the load and therefore came off!
This is what we commonly call engineered timber. It is strong, but has it's limitations. It isn't meant to support Jubba the hut.
How many slats did you break?
3 slats came off the side frame.
Firstly, the defect is not in the bed - it is in a slat.
I am not sure what the reasonable lifespan is for a slat, but I'd suggest its not unreasonable for one to fail within a year.
However, it does sound like the slat was not originally of merchantable quality.
Secondly, this is the biggest problem with the ACL IMHO.
Having a statutory warranty is only as valuable as people's willingness to abide by it.
No-one is going to go to Court over a slat and if the store won't bend that's your only option.
Good luck.Firstly, the defect is not in the bed - it is in a slat.
That's about the dumbest thing I've read all week!
The defect is in the bed frame. A slat is PART of the bed frame. You would reasonably expect a bed frame to last more than one year and two months (MUCH longer) so therefor it should still be covered.
Relatively large organization like sleeping giant needs to think about their reputation, customer satisfaction over $100 repair! Slats are unnoticeable and what if it started cracking few month back and finally collapsed in December! That's why they have to be reasonable about it. Finally I woke someone up and they emailed saying they would repair/ replace it. I wasn't gonna let them get away with it and they realized that.
The words you're looking for is statutory warranty. Basically it's the reasonably expected lifetime of a product e.g. a mobile phone is expected to last two years as the contracts typically last that long even though the manufacturers provide 12 months. That being said it doesn't cover misuse if the loads on the bed are too large.
Definitely fix the bed yourself as suggested above but document your interactions with the retailer(direct seller must deal with you and cannot pass it on to the manufacturer), write emails to them and request feedback and then send it on to the ombudsmen/ACCC. Check what they require from you first as they can't do shit if you do not provide the right evidence.Yes I have a written response from their area manager who were not even bothered to listen to my case. She emailed me a response saying since it's outside 12 months it won't be covered! As ACCC advised, I emailed them again with photos of the slats and gave them 48 hours. I will then escalate
I am surprised your bed slats broke. I sleep on an Ikea bed with some very dodgy looking slats but they have been holding strong for a few years now. Out of curiosity, what do you and your partner weigh?
I am surprised your bed slats broke.
the gap between the slats may have something to do with one or more breaking.
Out of curiosity, what do you and your partner weigh?
uneven weight distribution combined with a high impact force on a wide bed like a king could break a slat.
It's a manufacturing fault for sure. We don't weight much. I'm like 80kg and partner's like 55kg
I think their products are okay but if products are not backed by customer service, it's a worthless company. They don't even have a call centre or complaint channel!
UPDATE 05.01.2017
Looks like I woke someone up! Area manager refused but someone else just emailed me.
Firstly , I would like to apologise for the unnecessary stress and time that your experience has provided . We at Sleeping Giant , pride ourselves in exceptional customer service and quality product .
From the email thread below, I can ascertain that your bed is in fact out of warranty which was stated on your original invoice in the terms and conditions ( 12 months from the date of delivery )
We do however understand that you are unhappy with the product after ownership of your bed for a short amount of time and would like to offer a solution. Please send through pictures of the broken slats and side frame ( the pictures below are not clear in your claim – all that is evident is ripped fabric ) and we can discuss a replacement bed frame to be organised however the delivery and reassembly would be at your own expense .
Funny they wanna replace the bed frame now whereas all they have to do is fix the slats and the cover and fabrics over it.
you bought a king bed, and a tall boy and a side table for $2000 and something broke? I'm amazed it lasted a year.
It's funny how different people have different views! In this post someone said why would you spend that much money on a bed and now you are saying it's not much…haha…. but to general population, $2000 for all these 3 is very decent, may be not to you.
indeed.. I didn't mean to sound elitist or anything..I am not rich and I have a lifetime history of buying relatively cheap furniture that didn't last very long.
I now try for quality over quantity where I can, last year I bought a king bed base for $1800 and you don't wanna know how much the mattress was. it better last for a very long time :)
Yeah it's personal choice I guess. Yeah I prefer quality over quantity too. This bed is rock solid, will last many years I'm sure. I bought it on sale. Just the slats were disappointing!
Slats - go and buy some wood from bunnings and replace them and move on.