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Value City Furniture - Disposable Furniture
Cable on recliner - Complaint
Review by penguins390 on 2012-12-05
Rating: 
NORTH CANTON, OHIO -- Today is Dec 5, 2012. On Jan 28 2011 I spent 1600$ at VCF for couch, loveseat, fabric warranty(119.99), and dinette(199.99). 1 week ago, the cable on the least used recliner broke. My husband looked at, thinking the cable came off, but the ball broke off the end. Today I call the OH store where I bought it and asked for the service dept. Service girl(Who answered phone too) said too bad, warranty is only for 1 year. The only thing we can do is order the cable for you. I asked how much. She said she would have to actually order it, then let me know price when it came in. Really? They have my credit card number.
So she consented to calling me back when she got a price. Fearing my card would be charged, I called back asking for store manager. After holding for 6 minutes she too said all they could do was order a part. She did find a price of 25$ picked up,$125 if they installed it. I call it disposable furniture if it only lasts beyond the warranty. Don't even know if I want to give them 25 more dollars.
So she consented to calling me back when she got a price. Fearing my card would be charged, I called back asking for store manager. After holding for 6 minutes she too said all they could do was order a part. She did find a price of 25$ picked up,$125 if they installed it. I call it disposable furniture if it only lasts beyond the warranty. Don't even know if I want to give them 25 more dollars.
Comments:
Posted by At Your Service on 2012-12-07:
I can really appreciate what you're saying, but let me try and give another perspective on this whole situation. Hopefully, in understanding the other side of all this, one can hopefully not duplicate the same mistake again.
This is what is referred to as 'assume then fume' shopping. Too often the customers make a purchase with an assumption, maybe not wrongfully so, that the product will work and act in such a way for a specific period of time.
In this case the customer makes the purchase without any documented guarantee that the product will not break or that, when breakdown does occur, the costs for repair will be assumed by anyone other than the customer.
The important point to understand is the customer should NEVER become SURPRISED that merchandise is out of warranty. They should know and understand the terms of warranty when making a purchase.
The assumption that if the product is any good it won't or can't break is false. Great products, that many people own and are satisfied with, break every day. The people with the broken product may not be too happy with the purchase, but that doesn't make the product bad. What is then important for the consumer is to determine if the product is expensive enough and used in such a way that they're okay with a basic manufacturer's guarantee or whether they want a longer form of protection against problems. If the later is the case, then the customer should shop with that concern in mind, purchasing from a retailer that offers an honest and well backed warranty at reasonable pricing.
Unfortunately, when it comes down to it, the customer hasn't received anything they weren't promised. Value City Furniture, at least in this case, was willing to track down a reasonable price for the part and even offered a way to have it delivered and installed.
Hopefully this doesn't offend anyone, as it's not intended to. This just provides a little different way of looking at a rather undesirable situation.
This is what is referred to as 'assume then fume' shopping. Too often the customers make a purchase with an assumption, maybe not wrongfully so, that the product will work and act in such a way for a specific period of time.
In this case the customer makes the purchase without any documented guarantee that the product will not break or that, when breakdown does occur, the costs for repair will be assumed by anyone other than the customer.
The important point to understand is the customer should NEVER become SURPRISED that merchandise is out of warranty. They should know and understand the terms of warranty when making a purchase.
The assumption that if the product is any good it won't or can't break is false. Great products, that many people own and are satisfied with, break every day. The people with the broken product may not be too happy with the purchase, but that doesn't make the product bad. What is then important for the consumer is to determine if the product is expensive enough and used in such a way that they're okay with a basic manufacturer's guarantee or whether they want a longer form of protection against problems. If the later is the case, then the customer should shop with that concern in mind, purchasing from a retailer that offers an honest and well backed warranty at reasonable pricing.
Unfortunately, when it comes down to it, the customer hasn't received anything they weren't promised. Value City Furniture, at least in this case, was willing to track down a reasonable price for the part and even offered a way to have it delivered and installed.
Hopefully this doesn't offend anyone, as it's not intended to. This just provides a little different way of looking at a rather undesirable situation.
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