I purchased a 5-year warranty for my living room set. I called Marlo in January of 2006 to set up an appointment for a technician to come fix my couch. The cushions have a small tear from them separating from the couch. The appt was set up for January 26th. I took off of work, unpaid, to wait for the technician. No one showed up on that date. I called and asked where the technician was, and they said that they didn't put my name into the computer for an appointment so noone would be coming out. I couldn't reschedule the appointment because they only did work on Thursdays and I couldn't take off another day.
I called back in August because I had a Thursday off and they set up an appointment. They called later that day to cancel. They told me that they would send someone out on a Saturday instead. We set up an appointment for Saturday, September 16th. The technician came and said that he could not hand sew the tear but they would contact us the following week to say how they could fix it (he said they'd either take the couch in the be sewed by a machine or we would get a new one). No one called all week.
I called 2 weeks after and asked what was going on. The lady said that the service manager decided that they would not fix the tear because we had not called until this long after and it happened in January. I asked to speak with Sheryl and they said that she was at lunch. I called back everyday until November 27 and Sheryl was always at lunch or not in. I left several voicemails for Sheryl and she never returned them.
Finally, on Nov 27th, I spoke with someone who gave me Sheryl's extension. I called Sheryl on Nov 28th and spoke with her. She repeated what she had said earlier and said that they would not fix it. My warranty contract says " To obtain service: Owner must report incident to Marlo within (5) days of the date the stain or damage occurs". I did that in January. The contract says nothing about having the furniture fixed within a certain amount of time. I told Sheryl all of this along with the fact that I did report the incident AND set up an appointment and the technician never came in January. She repeatedly told me that they made their decision and would not fix the furniture.
I am filing a complaint because they broke the contract. I demand service to the furniture or a refund.