Complaint Rating:

Company information:
Art Van Furniture
United States
artvan.com

I purchased the San Marino Collection from Art Van in Warren on February 21st of 2008 for $5300. On April 5th of 2009 the King bed fell through to the floor. I called Art Van and found out the warranty on the bed was only 1 year. Upon closer look of the bed I found it to be flawed in design.

The mattress and dual box springs are supported by slats which are only supported in the middle by posts and on the edges by a 3/4" wooden rail. The mattress rests on the rails which rests on a 1" lip that is screwed into the rail. The screw is only into the rail about 1/4" in, and there is some glue on the rail.

All the weight of the mattress and dual box springs basically puts the most pressure on the rails because of the fact that there are 2 box springs. The centre actually acts as a pivot point when the couple sleeps on the sides of the bed.

I love the bedroom set and the bed was never abused. The Art Van salesperson confirmed that there was atleast one other customer of his that had the same thing happen to them.

I purchased another set of rails but after 2 months of waiting I cancelled and went to a metal California frame. The problem is it dropped the bed 3-4 inches, and I was looking to see if they would switch out the low profile box springs with standard height box springs.

Upon calling to see what Art Van can do, they basically told me I was out of luck. In dealing with manager Doug Primo, he told me the following:

"If you purchased a car from Chrysler and there was a loose bolt in the transmission which was a manufacturer's error and the transmission blew just after the warranty expired, they wouldn't fix it either."

Basically he didn't deny that there was a quality problem, but wasn't willing to help out.

This is absolutely inexcusable for a bedroom set which I paid $5300 for. It's still in financing and isn't due to be paid until the end of this month.

I don't know anyone that has this kind of money to throw out after 13.5 months.

Their customer service was absolutely worthless and I plan to let people know of the kind of service they provide, especially as the Canadian dollar gets higher and others look to buy in the US.

I would like to see if their management really care about the customer and be willing to rectify this issue and make amends.