Value City 5 year Warranty for the furniture they sell is not worth the paper that it is written on. We purchased a living room set from Value City Furniture on Rt. 35 in Middletown NJ, about a year and a half ago. Now, I have been a steady customer of Value City for several years. I had a Value City credit card, which by the way that I no longer use because of this incident, and I have purchased several room sets from Value City in the past; including during this purchase which not only included this living room set, but 2 bedrrom sets as well.
The Warranty cost me and extra $300, which I figured for 5 years was worth it. The living room furniture that we purchased is cloth; and for the 5 year warranty for cloth sets rips, stains, and of course any manufacturers defects are supposed to be covered. No where in the warranty does it state that you are limited to the number of times that you are allowed to called for any given incident, any given time frame or anything of that nature. In fact, the sales person was the one who told us that because we have kids and pets that it was a great deal because children are always dropping stuff and staining furniture and during 5 years, there is definitely going to be a need to use the stain and the rip protection because of the type of material that it was. The warranty was specific that you call immmediately for any problem (i.e. stain, ripping, etc.), I think thay gave a 3 or 4 day window to call. Also it did not cover incidents from excessive wear and tear or abuse.
Well, were we wrong. We called a few times because of workman ship at the seams, where the seams came losse and had to be sewn, not a major rip, but big enough to be noticed. Also a few stains we had, which we could have probably have treated ourselves but we chose not to for fear that we mightg void the warranty by using a chemical or something that might ruin the fabric. So trusting in the warranty and what it stated that it would do, and what the saleperson assured us, we called whenever we had an incident. Value City was always god about sending someone out and we never had a complaint. Well, that was before we had a MAJOR incident with our sofa. The whole springs broke. Now, we are not animals, we are 2 full grown, responsible adults with 1, teenager and 1 child, who do not, are not allowed to, and have never jumped up and down on our furniture, and one cat.
Well, when we called about the springs being broke, and of course a seam needed to be sewed again (there goes their workmanship), and s fresh stain from my daughter spilling ice-cream, I called 2 days after the incident happened because I was busy when it first happened and didn't have time to call immediately, also I didn't notice the broken springs until right before I called. I got a very nasty representative on the phone. Sending someone out for minor stains and rips was fine, but the broken springs meant a possible replacement and they didn't like hearing that at all.
This nasty rep first asked me when did all of these incidents occur and then had the nerve to say that all of the incidents couldn't have occured at the same time, and then reminded me that I was supposed to report the incident as soon as they were noticed. After telling her that I did follow the warranty protocol in reporting incidents, she agreed to send someone out to examine the sofa. The man they sent out fixed the rip on the seam (this was yhe 3rd time for the same seam), fixed a small rip on the loveseat at the seam, and cleaned the stain my daughter had dropped with her ice-cream, which by looking at what he did, all he did was use a sponge and I could have done that myself but like I said, I didn't want to be accuded of voiding the waranty. As for the springs, he could see that they were broken and took picture but said that he would have to forward the pictures onto the company because they would probably have to replace the sofa.
Well, after what seemed like eternity and not hearing anything I called to inquire about the ripped springs and what the warranty company was going to do about fixing it because by now it had been at least 2 weeks since the incident was reported. The rep on the phone said that it was waiting approval of a manager. Well, about another week and a half goes by and then we get this message on the answering machine (nothing sent in writing) just a message left on the answering machine, that our claim for the springs in the sofa was being denied because from what they could see it was due to our abuse and neglect of the sofa and that in the picture the man took who came to fix the rips and stains, there seemed to be stains and debris on the couch and that this did not happen in a single incident. Also this person stated that we called excessively to have people come out to fix our furniture. Well, if they sold a decent living room set that didn't keep ripping at the same seam perhaps we wouldn't need to.
Who the hell do they think they are? First off all the "debris" they are referring to that was found underneath the cushions in the couch was nothing more than some pretzels and potato chip crumbs that my daughter had dropped. What does that have to do with the broken springs? The stains, which was just 2 small stains, again probably from my daughter. What does that have to do with broken springs? Also, calling repeatedly for stains and rips? There doesn't state anywhere on there that there is a limit to how many times you can call before it is considered excessive, also nthey were fine coming out as long as it was a rip or stain. When I tried ti call back and soeak to a manager about this decision, and to report yet another rip at the seam on the loveseat, I got no answer. I called and left 4 messages, no answer, and still no answer, and it has been over a month. Do not purchase Value City Furniture's Extended Warranty, or their living rom sets for that matter, unless you want to keep having it fixed.