Haynes Furniture I purchase a warranty but get no service Newport News Virginia

 This is actually my second time that I've had an complaint with Haynes. Back in 2012 I tried to file an insurance claim and was told after having told the representative to add it, that they only added insurance to one order and not both. So needless to say that with no warranty they weren't going to help with my broken footboard. Now you have this year, I needed to file a claim on the items that did have the warranty placed on, but was truly thrown off that due to the fact that I was out of the reporting time frame that with a paid for warranty tha I would not be able to use the warranty in order to file a claim. The furniture for both orders were purchased in full. There was no lay away or finiacing. For me to have been turned away the first time because the represntaive didn't put the insurance on, to have been told that what I needed fixed would be covered but that i wouldn't be because  I was outside of the time frame. I would also like to add that they never gave me any warranty information. The representative that I spoke to today over thephone stated that they give it to you when they delivery your furnatiure in a box that they give you wiht some furnstire cleaning supplies, but how would i have known if they never told me to look in there? All I want is for my furniture to be fixed, especially being as I have paid for the warranty and have 2 years still left on the insurance.