ComplaintsforSurplus Furniture & Mattress Warehouse
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Complaint Details
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Initial Complaint
01/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a couch set from this company on November 11 2019. The sales person told me if I got a protection plan I could return the couches any time within 5 years and get replacements. So I purchased the VIP plan for $199.00 plus taxes. I went there today August 31 2021 to trade in my couches as they are already falling apart. I got told I wasn't the first person to come in with this plan and they won't honor it now or give me my money back for my plan. He said that sales employee got fired for selling these plans. The most he will do is give me a small discount on something else. He also told me that as soon as the damage happened I was to take a picture and send it to the plan company ************ something that the original sales person never mentioned and no where on the receipt or the plan sheet does it mention taking pictures right away.Business response
28/09/2021
Business Response /* (1000, 5, 2021/09/10) */ The customer bought the 5 year protection plan base on our records. With the purchase, the customer was provided with the warranty card where there's an instruction on how to file a warranty claim. It is also listed on that same card all types of damages that's covered by the plan. The customer can call ************************************* to file a claim. Consumer Response /* (3000, 7, 2021/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a warranty card, I provided pictures of everything I recieved at the time of purchase. I was also not informed at the time of purchase I had to take pictures of damage and file with the company within a time limit. The person who sold it to me stated that I could just return the couches for an exchange within 5 years or I would have NEVER spent money on extra insurance. Business Response /* (4000, 9, 2021/09/28) */ When the customer got the item, it came with a furniture care kit. Inside the box is where the warranty card is. In an event that they don't have the card, please call and let them know about it. They will need the receipt to proceed with this claim.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.