Value City Furniture - Northlake, IL Complaint - Stainsafe is a waste!
NORTHLAKE, ILLINOIS -- I have had two miserable experiences with Value City Furniture! They are terrible when it comes to warranties on their furniture! My husband (before we were married) had bought a leather couch from them, purchased a warranty that would cover the couch in the event of damage to the couch - no matter what was wrong. The center cushion ripped along the seems, we called the warranty company only to find out that they severed ties with Value City Furniture! We could not have the couch fixed & the warranty was void! We called Value City Furniture and of course all they would say is they apologize but there is nothing they can do. So we were out a couch, the holidays were nearing (Thanksgiving 2006) and we were entertaining. So stupidly, in desperate need for a couch and trying to save a few pennies we look around the store & find what we need in our price range. We explain to the numerous "helpful" sales people that we do not want to get burned again! Oh no they tell us they have a contract with a new warranty company and that they have a great relationship. I explain I need something that will withstand an active 11 year old, two poodles, a parrot, babies and just all together the wear and tear of everyday use.
Well I was talked into a MicroSuede sectional. I tell the sales people that I need to make sure that if something happens to the couch that it can be cleaned. They tell me absolutely, just call the warranty company, no questions asked they will be out to clean the couch.
Cut to current day - I had my two year old niece staying with me for a period of time. The couch has encountered some staining. I call the warranty company to be asked exactly where is the stain? I explain there are multiple stains and I can not pin point the exact location. They want to know when the occurred, I explained recently, I am told to hold on they will process my claim - in about two minutes I am told they can not process my claim because the stains are over five days old. I tell them no they are not - well they held against me I said I have my niece for a month! I explained that my puppy knocked a can of pop on the couch just as I was speaking with them & they said no way that they could not come out because their technician can not tell what stain is new or old. I ask what's the difference?
The couch is going to be cleaned by them anyway... (so I thought)... at this point I am told they only treat the stain! I was like EXCUSE ME - you're going to clean the stain and leave the rest of the couch? They said that is what they would do. I got into an argument with the company.
In the mean time my mother-in-law calls the store the couch was purchased from. She is told my an associate that yes they only clean the spot. Well I hung up on the stain company & got on the phone with VCF v- I asked who cleans a stain - so that now a small section of my couch is the original color and the rest is looking dingy?! I said so I am going to have to pay someone to come in and clean the rest of the couch? I am told I can not do that because it will void my warranty! So - is that not a double edge sword? So I explain I want to speak with the store manager - of course the manager is not in. I leave my name & number for a call back the next day. The next day no call, my mother-in-law calls the store on my behalf to find out the manager called in sick. At this point I find the email address on the web site sending the company a letter to tell them all about the fraud. I have been called back two or three times by "Ian" who was told on the first two occasions the best time to reach me Monday thru Friday. Well - he calls when I am not in... so this has not been resolved.
We have received a call from the store manager who said there is nothing they can do that my warranty is void because it is so stained! It's funny the store and warranty company have made this assumption with out making it out to my house!