The Brick

Oct 4 2017 Purchased 3pcs sectional (ottoman, love, chaise) Salesperson Fidel and Tatyana. Talked into 5 year warranty which we agreed to purchase for an additional $194.99.

Five years later came into store Oct 1st 2022 to use warranty. The sales lady (European accent) noticed the couch was not delivered to us until Nov 25, 2017 and informed us that we still have time to the above date to use the warranty towards the repair (in our case stitching) or 90 days from this date to use the warranty dollars towards a minimum purchase of $400.

We left store and came back Feb 21 2023 and helped by sale person Frank. In speaking to him we decided to use the dollars towards a purchase. This Feb 21 2023 my credit card was charged for a $342.74 purchase (bench and mattress pads), sales person submitted for warranty credit saying it's the back office that applies that and someone will call us in a couple days for when items will be ready to pick up.

Three week went by and no phone call, so I called only to find out that there was a balance of $194.99.

When I questioned why, they said the warranty rebate program was not applicable to furniture from our purchase date. If this was the case, why did no salesperson ponit this out on all my visits to the store including the first inital purchase.

Oct 1 2022 I did my part and came in to make use of my purchased warranty. I would have used my warranty towards the couch repair. In speaking to all staff:

Zoe - redirected calls

Zahid Manager - he could not understand the situation and was rude. Brushed me off and said sorry your warranty period expired.

Karen Manager - was good to take my info and felt like she understood. She said she would call me back. No call. When I followed up I got MJ. Had to repeat the situation. No notes in system.

MJ Operations Manager - March 22 she deflected and said she had to follow up with Karren who had started the review but was on vacation. Was told she would call me back March 28th when Karen returns. Still no call.

I called April 3rd and left a message. Called again April 5th. MJ's solution was for me to come in and purchase a higher priced item, she mentioned $800 and that she could discount it closer to the amount of my warranty. She was not able to let me use it towards the repair because the system does not allow her to.

I questioned her offer and asked her to explain how she feels that is fair.

Bottom line is that I did my part and came in Oct 1 2022 and would have used my warranty towards my repair but was misled and given the option to use it towards a purchase.

April 12th called and asked MJ to redirect me to escalate this to someone else above her. She told me that Khan was the owner and would give him the message to call me on April 17th. Still nothing. Called today April 20 and was told by Claire that he is on vacation. She informed me that he is back Tuesday April 25. Claire assured me that she will pass along the message to call me Tues April 25th.

Purchased two full size couches, added the extended warranty to both. One couch arrived with a broken frame (arm collapses in if you lean on it). It is not visible so you need to lean on it to see it collapse. I didn't notice it with the 72 hour window! So NO replacement despite the service man telling me

"looks like the couch has been dropped on one end breaking the frame" so the structural integrity of my couch is broken and they want to try and repair it not replace it?! Oh and I was told if he can't not fix it they will refund my money at a deappreciated value? So they delivered me a broken couch won't replace it and want to give me only some of my money back?

The quality is low at best and the warranty is not worth the paper its written on. Oh and if you purchase the "professional scotch guarding" you will recieve a bottle to do yourself at home?!

Awful experience

Buyer beware