Value City Furniture Complaint - FabricGuard is a Rip Off
CHARLOTTE, NORTH CAROLINA -- On January 21st, 2005 I purchased a sofa & loveseat combo, as well as a matching side chair, two end tables, and a coffee table. I was also sold Fabric Protection for an additional $99. on the combo, and $9.99 for the side chair. This brought my total purchases with Value City Furniture to $2,978. I was told by my sales person, Billy Manning that the Fabric Protection was like Scotch Guard and would protect my furniture from rips, cuts, tears, and other damage, as well as repel water. He also informed me this would include a 7 year warrenty, in addition to the Limited Lifetime Warranty that came with my selection.
On January 26th, 2005 Value City Furniture delivered all of my furniture with the exeception of the side chair, which was not in stock. Upon arrival my room mate realized that the delivery team was unwrapping the furniture on the truck, before bringing it into the house. After the delivery team left we sprinkled water onto the sofa to see if it repealed like it was supposed to. To our suprise it did not. We immediently assumed they had forgotten to treat our furniture.
On January 27th I contacted Value City Furniture with my concerns and the operator informed me that it didn't seem right that my furniture was not repeling what and that I needed to call back the next day to speak with Paula the Service Manger. On January 28th I contacted Value City Furniture to speak with Paula around 4pm and was told she was gone for the day, I would need to call back for a third time to speak with Paula on Monday. On Monday I contacted Value City Furniture again, and explained my concern to Paula, she acted surprised that it didn’t bead up, saying “so it did’nt bead up at all?”. She then informed me she would send someone out to treat it on Tuesday Feburary 1st.
On Tuesday a gentleman came to my house with a spray bottle and misted my furniture, applying less liquid to the furniture then you would when applying Fa-breeze. Of course I contacted Paula again on Wednesday to inform her that the job was not completed well, and that the water still absorbed right into the fabric. To my surprise this time she said, oh, it shouldn’t bead up, it is going to soak into the fabric, it just won’t stain, and if it does you can call us and we will fix it for you. I immedently informed her that this was NOT what I was told when I was sold the product, and was why I called her on the previous Monday, and why, I thought, she had sent someone to re-treat my furniture. She said I was misinformed and she apologized for that. I asked her how it would protect from a stain if it clearly absorbs, to which she had no answer. I asked what the difference was between the my Limited Lifetime Warranty and the 7 year Warranty offered with the American Signature Brand. To my surprise she said I had no lifetime warranty, that everything they sold in the store only had a 1 year warranty. I informed her I have a card that was attached to my furniture that said it had one. She then placed me on hold to check for herself. While on hold, the hold advertisement was for American Signature, and clearly stated a Limited Lifetime Warranty. After holding for a few minutes I was informed Paula was speaking with the manager and would be right back. Paula then came back to the line, apologized, and said I was correct, it did have a warranty. At this point I was upset that no one knew what was going on and asked to have the Fabric Protection cancelled and refunded, she informed me I would have to speak with the Store Manager, Cathy, and that she wouldn’t be in until Thursday, even though I was just told that there was a manager there that she was speaking with.
After speaking with Paula, and being informed I had to call back Thursday for Cathy I called the Pineville location to ask them for a description of Fabric Protection and the Limited Lifetime Warranty. The sales person I spoke with there informed me that the Fabric Protection was just like Scotch Guard, and would, “bead up like water on a waxed car”.
I was now going to wait and call Cathy the next day, but then I spoke to my best-friend, who’s uncle worked at a Charlotte Value City for years told her that at the time he worked there, it was his store’s policy to never spray furniture, even if a customer had purchased the Fabric Protection, saying that they figuring that few people contact them with stains, rips, tears or burns that would be covered under the warranty after all the exclusions that they would save money by not spraying the furniture and just replacing or fixing the furniture that meet the warranty criteria.
At this point I was so upset that I had been told so many different stories I had my room mate contact the Value City Corporate Offices. There we were informed that the Fabric Protection plan wouldn’t even cover our furniture because we had fabric, not leather, and that even then it only covered seem rips, not cuts, ect. She also said that the American Signature had only a 1 year warranty and that she had never heard of the Limited Lifetime Warranty, even though I later found out American Signature is owned by Value City Furniture. She then informed my roommate that she would have the store manager contact me as soon as possible to go over this issue with me.
Cathy called from the store less than 1 hour later, even though I was told she was not there and wouldn’t be in until the next day. Cathy told me a different story than the corporate office did. She informed that the Fabric Protection plan WOULD cover my furniture, and she assured me it had been treated in the store. She was confused about the warranty, that I did have a Limited Lifetime Warranty, but said that unless I purchased the Fabric Protection plan, if something happened to my frame and I did have a stain on the couch it voided all warranties! She said she would send someone out to re-treat my furniture again, but it wouldn’t do any good, that it was already treated, so I told her that was ok, but I would like to know if I could get some sort of discount or refund on the Fabric Protection plan. She informed me if she gave me any discounts that the warranty would be voided, that I can keep the warranty and pay the $110. or cancel the warranty and get my refund, even though I was mislead and everyone continues to tell me something different.