Gustafson's Furniture & Mattress

I have been dealing with a warranty problem for seven months, and I am frustrated with the lack of resolution. The company does not seem willing to address the issues properly. Initially, the service guy assured me that they would obtain the necessary items and come out to replace them. However, now they are saying that they will simply send the items to me and not charge for them. This change in approach is a positive sign of good customer service.

I bought an extended warranty and I'm currently trying to get a repair done. I've made three phone calls so far, but unfortunately, the issue hasn't been resolved. Each time I called, I was just brushed off and no one was willing to help me with this problem.

We received our couch delivery today on September 3. We contacted Gustafson's to inquire about adding the five-year warranty protection plan to our order, but they refused to accommodate our request. It is puzzling because there is no information on their website indicating that this cannot be done after delivery. We are willing to pay for the additional warranty; we are not expecting it for free. Despite accepting the furniture with some damage that will be repaired, we are disappointed that they are not allowing us to purchase the warranty. It is frustrating that neither the checkout process nor their current website explicitly states that the warranty cannot be purchased after delivery.

On [protected], we purchased two mattress sets that have both turned out to be defective. The springs in both sets have sagged very quickly after purchase. When we initially contacted the store about the first mattress set for our home, they informed us that they no longer sell the Englander product line. However, they offered to replace the first mattress set with a Serta mattress last year, which they also no longer sell as of this year in 2020. Now, our second mattress set has failed and is causing us backache issues when we use it at our second home, so we need to replace it.

I reached out to the store manager and received the following email from her: "Good Afternoon Brad, I do not see a sag or any type of warranty defect from these photos. This would require an in-person inspection of the mattress to determine defects. With COVID on the rise again, we will not be sending technicians until we have been cleared again. Respectfully, [Store Manager's Name] General Manager."

These Englander mattresses come with a 10-year full replacement warranty. However, when I contacted the manufacturer, they informed me that I needed to work with the dealer and not them. They also mentioned that they no longer have a relationship with Gustafsons, so I am on my own unless I box up the mattresses and ship them back to the factory for evaluation. Instead of a store credit, I would like to receive a partial refund from Gustafsons. It seems that they frequently switch mattress companies and have difficulty honoring warranties from previous companies they sold for.