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Schewels Furniture Charlestown, WV.25425 Complaint - Franklin No Warranty Furniture

Review by gotreamedatschewels on 2010-08-09
CHARLESTOWN, WEST VIRGINIA -- We purchased this high priced (around $1400.00) low quality Franklin sofa and chair 11 mos. ago. My wife and I live alone, no kids. Supposed to have a lifetime warranty on the metal parts, springs, slides etc. As well as the frame. you guessed it, one cushion now sagging, back on the same side lower than the other, recliner on that side has a footrest that is sloping towards the opposite side. The chair seems fine. (OF COURSE IT HAS NEVER BEEN SAT IN) called Schewels, two flunkies sent out. Stared at sofa a bit, took some pictures, said: normal wear and tear. They weren't going to do anything. on the bright side, it's almost paid for!

To top it all off, while shopping to replace this junk. Found that we could have bought the same sofa and chair from J.C. Penny for $599.00 no doubt with a warranty. Though Franklin, the manufacturer has no known customer service phone number. (i can now see why)

BEWARE OF SCHEWELS, SHOP AROUND. CHARLES STEVENS HARPERS FERRY WV.25425 Here is an email respose from franklin regarding this issue. Received on 08/24/2010: Upon reading the letter that was sent in from Mrs.Cindy Stevens, I am very sorry for the issues that you are having. I respectfully apologize for these issues. The foam and poly fill do have normal wear and tear upon sitting on the furniture, as everything will over a period of time. I have spoken with Schewel's and reviewed over the report provided upon inspection of the furniture, and normal wear and tear was determined. I can assist in getting replacement cushion cores to you at no charge, but having them installed would not be covered under warranty. You could use any local repair services to install the polyfill cores.


SHANNON SMITH
FRANKLIN CUSTOMER SERVICE
PARTS DEPT
(P) 662-456-4286 EXT 149
(F) 662-456-3156
Comments:2 Replies - Latest reply on 2010-08-09
Posted by Skye on 2010-08-09:
What does your warranty documentation say, in writing, what it will cover exactly? Are these parts they refuse to fix, under warranty?

And yes, it's always best to shop around. Too many times we rush into buying something, only to find out we could of purchased the exact, same item/items for less somewhere else. I know it's frustrating, and have done it myself.
Posted by SaMoore on 2010-08-09:
If the sofa itself is sagging then the frame is damaged. What did the repair men say about the frame sagging? This is never just wear and tear.

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