Valeri Furniture

Review: [redacted], We spoke yesterday in regards to my daughters living room set and you suggested I send an email with receipts and pictures of the damages and issues with the furniture. In 2011, my daughter and finance were looking for their 1st living room set. They were very clear on what they wanted and searched several stores in the area to find exactly what they were looking for. They specifically requested furniture that was durable, high quality, puncture and tear resistant and leather that didn't crack. You were their direct contact and the furniture set that you showed them was told to fit every criteria. They continued their search and ended up returning to your store with the decision to purchase the 3 piece set (couch, love seat and recliner). Before purchasing, they asked for confirmation of the above, which you reassured them that the furniture they were interested in fit their requirements. My husband and I were both there for this conversation. Along with confirming the above, they were told they should purchase the 10 year warranty plan. We all agreed that was a wise decision since this was a large purchase for them and they wanted to make sure their investment was secured. They were also instructed to condition the furniture every 3 months, which they have done since the day of purchase. The furniture was delivered to their apartment with a tear on the back of the couch. They contacted the store and you sent somebody out to fix the tear. They weren't concerned at the time because they figured it was just an accident by the delivery guy when he was cutting the plastic from the furniture. Shortly after the purchase they had a job transfer which relocated them to [redacted]. 1 year after purchasing the furniture there was another tear. This tear was on the back of the recliner. They called your store and was told to contact the Ultra Shield (Warranty Plan). They contacted them and were told that they would replace the chair but would have to pay the shipping cost, which was almost $300.00. They felt this was a ridiculous price to have to pay for something that shouldn't have happened. They decided they would live with the tear since it was in the back and nobody would see it. Then another problem occurred this year. They started noticing bubbling on the top of the recliner. They contacted Ultra Shield and was told once again that they would replace the chair but they were responsible for the shipping cost. Once again, they didn't feel it was fair that they would have to spend $300 on shipping a new chair when the furniture was under warranty and was told that the furniture was tear and puncture resistant. They tried to work out a repair vs replacement. They suggested a leather repairman from the Kansas City area to repair the damages and send them a check for reimbursed. Ultra Shield refused their suggestion and told them their only option was to pay for the shipping of a new chair. After going back and forth with them and getting nowhere they decided to live with the tear, bubbling and pealing. They just moved into their home and had other expenses that took precedence. When I visited 2 months ago and saw the damages, it was clear that the furniture was defective. I have purchased many furniture sets in my life and I have never seen anything like this before. I am in town this weekend and was shocked when I saw the furniture. I thought it was bad when I first saw it, but now the peeling and bubbling has increase 10x in just 2 months. It is continually peeling. They keep a blanket on top of the chair to try and prevent the peeling, but it doesn't seem to work. Attached you will see photos of the damage to the chair. I am confident that you will agree that this furniture is not of the quality that it should be after a short 3 years. I have also taken pictures of areas on the love seat and couch as well. It appears that the couch and love seat are showing the signs of the same defects. At this point, I feel that there are only three options to rectify the situation:1. A full refund of the purchase price and cost incurred for the extended warranty. 2. Replacement of Couch, Love Seat and Recliner. - shipped to [redacted] (shipping cost incurred by Furniture Advantage). - Ultra Shield 10 year warranty extended to new furniture - Mostly importantly.....only if you can guarantee that the furniture will not incur the same defects3. Replacement of Couch, Love Seat and Recliner with a higher quality set of similar style and design. - All 3 pieces would need to be catnapper recliners - Chocolate Brown - Higher quality leather - Tear, puncture, crack resistant - 10 year warranty - Shipping cost to [redacted] incurred by Furniture Advantage - Any additional charge for upgrade to be incurred by Furniture AdvantageThey would prefer continuing business with you and feel that the problems with the furniture is due to a defect and not an issue with your store. Their preference would be option 3 as they are extremely uncomfortable with having a replacement of the same furniture in fear of the same issues occurring. Attached you will find the following documentation:1. Receipt2. Extended warranty thru Ultra Shield3. Pictures of defectsI am hoping that we can resolve this in a fair and professional manner without involving a 3rd party. Please contact me in regards to the above as I handle all of their financial and legal matters. I look forward to hearing from you soon.[redacted]Furniture Store Responses: [redacted], My name is [redacted] and have been in contact with the manufacturer and Ultrashield regarding your claim. We are working with Ultrashield to reimburse our cost of the 3 pieces and see if we can't get a new set sent to a furniture store in their area for them. I understand they don't want the exact set as they feelDesired Settlement: At this point, we would request a complete 100% refund of the purchase price as we aren't interested in doing business with this company ever again.

Business

Response:

purchased furniture on 5-22-2011 from Today’s Furniture Advantage in Stevens

Point, WI. On 6-3-2011 they received their furniture in satisfactory condition

(please see signed purchase order and delivery receipt). With this furniture

purchase they also purchased an extended leather warranty which is thru Ultra

Shield.

We received complaints

on the leather on September 13th, 2014 from the customers mother, in

which our customer service representative ([redacted]) worked to help resolve their

leather issue they were having.

researched and obtained all information necessary to help rectify their situation.

She concluded that the only warranty available

to the customer for this problem would be their extended warranty thru Ultra

Shield, she concluded this by the following.

First~ the

customer purchased and received this furniture over 3 years ago which aged them

out of any type of manufacture warranty on leather or fabric. (Please see attached warranty from

Catnapper) Also catnappers warranty is very clear about there being NO warranty

on vinyl or leather splitting. Catnappers warranty is attached to every piece of

Catnapper furniture made.

Second~ I am

providing a copy of their sales receipt which includes Today’s Furniture

Advantage return/exchange policy as well as warranty information. This policy

is also posted at all Today’s Furniture Advantage locations. Today’s Furniture

Advantage sales receipt states “All warranties are through the manufacture

only, Today’s Furniture Advantage is not liable for any manufacture defects”.

The customer

signed this purchase order as well as signed they received their furniture in

satisfactory condition. (please see attached sales order)

The customer

purchased an extended warranty thru Ultra Shield- this company has its own rules

and regulations, the only warranty available to help the customer is thru Ultra

Shield. We contacted Ultra Shield many times on the customers behalf, Ultra

Shield has denied the customers claim for many reasons. One of their reasons is

the customer did not refill the leather cleaner or conditioner provided by

Ultra Shield, and not treating your leather properly could result in peeling

and drying out which would result in the problem they are having. Ultra Shield also said that they did not file their claims in a

timely matter and did not finish claims, they also listed several other reasons for their denial. I did contact Ultra Shield for a

formal list of the denial reasons and I am waiting for their formal denial.

Due to the

furniture being over three years old the customer having received the furniture

in satisfactory condition and catnappers warranty clearly stating that this

issue is not covered under their warranty, we have no options to assist [redacted] any further. Her only option was to follow Ultra Shields rules and file

the claim in a timely fashion, this is the reason customers purchase extended

fabric/leather warranty’s is due to the fact we as the retailer and the

manufacture do not express any extended warranty on leather or fabric. We as a retailer can not control any factors may that be environmental or accidental that may effect the cosmetics of a customers furniture. We offer many extended warranties for our customers but it is ultimately up to the customer to follow all rules associated with those warranties. I have seen countless numbers of customers have product fixed or replaced by Ultra Shield in order to received those services those customers followed all rules associated with their warranty box in which they receive from Ultra Shield.

Business

Response:

Today's Furniture Advantage received the following from Ultra Shield~ [redacted] the customer service representative for Today's Furniture Advantage on behalf of the customer worked with Ultra Shield to try and get the customer a replacement under warranty however that was denied due to failure to follow Ultra Shield policies. As stated previously any warranty is thru the manufacture and thru any extended plan purchased, the manufacture warranty does not cover fabric or leather and the customer has been denied thru the extended warranty. Today's Furniture Advantage has no control if customers follow thru with their extended warranty agreements and have no control if the product is treated correctly. This customer service request is closed thru Today's Furniture Advantage we have exhausted all options on helping the customer.December 9, 2014

I can see why this business is closing! I had gone in to view their mattresses. I went back and ordered one and that is when I should have checked the reviews and not paid for the product. My check was "lost" and it took several days before they could find it so arrangements could be made for delivery. The time was set up for the delivery. The day of the delivery, Matt, the salesman, called to ask when we could set up a day and time for the delivery! I told him he was supposed to be delivering the mattress and box spring that day at 5:45. At 6:30, I got a call asking if I would be ready for the delivery in about 1/2 hour! If I had not made plans for help to come the next day to set it up, I would have rescheduled the delivery. Very poor organization,. I would never want to deal with them again..

Difficult business to do business with. Untrustworthy. Suspicious billing practices. Poor quality.