Value City Furniture Complaint - Horrible Service
FAIRVIEW HEIGHTS, ILLINOIS -- A year and a half ago, I purchased a sectional couch from the store along with their 'stainsafe' 10 year stain protection. My son got the flu all over my couch (May 2006). Stainsafe had an independent representative come and evaluate the damage two months later(July 2006). Another 3 months go by (It is now October) and I get a phone call from the Customer Service Rep. at my local store, Deb. She explained to me that the couch I have was no longer sold. So, she asked if there was anything wrong with the other part of the sectional. I said that there was. So, I filed a claim. Deb told me that she would be keeping my paperwork on file. And if the other piece of the sectional was damaged out than we would find a replacement that I liked. Otherwise, she would give me store credit towards a new couch. I received a letter at the end of October from Stainsafe, letting me know that my couch was damaged out and replacement issued. I filed my claim for the other piece in the mean time. That piece was not damaged out - I received word about it in January. So, I called my local store about it. The Customer Service Rep. was out for the day. She would call me back. I never received a phone call.
Another couple months go by and I go into the store(March or April). I spoke with the new Customer Service Rep. She called Stainsafe and had them fax over paperwork. I stood there until she received it. She said that she had to talk to her manager (who was in a meeting) about it and would call me when the replacement was ready for delivery. I of course thought it was all settled. Well I walked in today (October 4, 2007) to see what was going on and to demand my couch be delivered to me by the end of the month. And they don't have any paperwork on me (convenient, huh?), but have me in the computer that I have been contacting them over this since January.
The Customer Service Rep. calls Stainsafe to see if there is actually a claim for me. They said yes, but it is now expired. The store rep says that if I come back in with my paper work that they might honor it. Well I am going back in guns blazing today. So, more later.