False Warranty, Terrible Customer Service
Had new table, 8 chairs and matching hutch delivered in Aug 2006. We discovered blistering (bubbling of the varnish) on the beveled edge of the table in July 2007. Called within our one year warranty to have service. Technician told us at time of servicing that he was unable to fix the problem. It was due to moisture within the wood. His temporary fix to sand and refinish did not remove the problem. He told us that this was a manufacturer defect and we would receive a call to get new table top. No call came. I called customer service. The technician had filed his report saying the damage was customer fault, the exact opposite of what he told us and what it was. I explained that it was physically impossible for us to defy gravity and have internal water damage cause bubbling. The customer service rep agreed and ordered us a new table top on Aug 8th, 2007. We were given delivery date Oct 3, 2007. On Oct 4th, no table came, so I called back. The new delivery date was Oct 9, 2007. Again, no table top came. I called again, they were going to contact the parts department to get tracking number and promised a call back by the customer service supervisor, Vanity. No call back came. A few days passed, so I called again. Again, I was told that Vanity was awaiting response from parts department and would call back. No call back. Over one week passed, I called again on Oct 22, 2007. I talked to another supervisor and was told the manufacturer discontinued the part. I spoke with her manager, Camille. She said we would not get a new table and no refund for the damaged set. She checked the service pictures and said it was Customer Fault, even though they had agreed and ordered us a new top before. It is impossible for us to have gotten water into the wood on a beveled to cause blistering. They owe us a refund on the entire matching set since the manufacture stopped making the part. I also do not understand how they can have a 1 year warranty but then discontinue the parts.