Furniture First, Inc.

Review: I have attempted several times to contact this company (via email as the policy states) but have not heard back.

I purchased a furniture insurance policy in March 2013 when I purchased new furniture for my living room.

The love seat has recently "broke" and I am trying to get a REFUND or a REPLACEMENT.Desired Settlement: I would like to receive a REFUND for the full amount of the purchase price plus tax or a BRAND new couch to be sent to me.

Honestly, I would prefer the check and then I could pick out my own couch.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Sep 24, 2013 at 9:59 AM

Subject: Complaint ID [redacted]

To: "[redacted]>, "[email protected]" <[email protected]>

Hello,

Attached are pictures of the damage, my receipt, and insurance policy showing my account #.

Please convince the business to honor the policy by providing a replacement of equal or greater value or have them send a refund check (roughly $600) and I can just pick out a replacement myself.

Thanks.

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Business

Response:

October 1, 2013

Dear **. [redacted],

This letter is in response to your letter dated 9/24/13 regarding ID #[redacted].

[redacted] is a consumer protection plan service that consumers can purchase that extends their warranty coverage to a degree after their 1 year manufacturer warranty expires after the date of purchase.

Furniture First is a buying group for independent furniture stores. We have an agreement with a Service Provider Montage Furniture Services that administrates our private labeled Protection Plans.

Please note that [redacted] purchased the said love seat on 3/29/2013 from a store in [redacted], ND which is a member of our buying cooperative.

And the purchase is only a few days over 6 months. All [redacted] would have had to do to resolve this matter was:

1. Call the store where he made the purchase immediately because there is a one year manufacturer warranty on the product.

2. Complete the Service Request Form that was emailed to him the day he filed his claim

3. And just return one toll free phone call so that a Protection 1st / Montage Customer Service Representative could explain the specifics concerning his claim.

In the end we have discovered this evening that [redacted] has finally contacted the store where he purchased the product ([redacted]) and that this matter is in fact covered by the Manufacturer and that it is being resolved.

An email received from our Service Provider: “I have called the store and spoke to [redacted]. He has just gotten off the phone with someone regarding this customer and the [redacted] ND store is working this out with the customer. The love seat is still under the Manufacturer’s warranty and they will be taking care of this."

To illustrate that at our end that there was good faith in the process here is a recap of the multiple contacts that were made with [redacted] and he/she’s lack of response to our Service Provider’s requests:

• 9/20/13 - The consumer went online and filed the claim with our Service Provider.

¦ The system generated a “Service Request Form” (SRF) to the consumer.

• 9/24/13 - The consumer sent our Service Provider an email with photos.

¦ No SRF was attached per the claims process procedure.

¦ The email stated:

“Good Afternoon,

I will attempt once more for my insurance policy to be honored.

This makes the fourth attempt to receive a reply from 'service @ furniture first, com.'

I purchased a Love Seat from [redacted] in [redacted], ND this past March. Recently, this love seat has fallen apart. There is a board about to poke through the back and a board loose on the bottom and it would hit the floor if not for the matting on the bottom. The back cushion has fallen and does not stay up. The fabric under and behind the seat cushion has come apart and there is a board showing.

I would like to know if a replacement love seat will be sent or if I should expect to receive a refund check. The love seat cost $579.95 plus tax.

Again, I have attached pictures of my policy, the damage, and the receipt from [redacted]

Please respond to this email so I will know you are aware of the situation and will work toward a solution.

Thanks.

• 9/24/13 - Our Service Provider called the consumer and left a message to call back.

¦ Based on what he stated, we were concerned that this maybe should be covered under the manufacturer warranty (furniture purchase 3/29/13) and wanted to know if they had contacted the retailer.

• 9/24/13 - Our Service Provider also sent email to consumer:

“Our records show you started a claim on line on 9-20. At that time the computer would have generated a service request form. We do need you to fill out that form completely and return it to our office. Once we receive that form back, it will be reviewed to help us determine the best way to handle your claim

• 9/25/13 - Our Service Provider then received these emails from consumer:

(Sent 9/18):

“Hello,

Attached are pictures of the damage to my love seat ($579.95), my receipt from [redacted] in [redacted], ND, and my insurance policy.

I would like to request a replacement or refund.

The back is broke and causes the back cushion to sag. Boards are almost poking out the bottom and back.

(Sent 9/19):

“Good Afternoon,

A couple of days ago I sent an email, with pictures of my receipt, insurance policy, and damage.

I just want to make sure you received them and that you are planning on fixing the sofa, providing a refund, or finding a replacement.

Thanks for your time and please contact me as soon as you can.

[redacted] (Cell)

• 9/25/13 - Our Service Provider then sent an email response to the consumer

¦ A copy of what was sent the day before:

“Our records show you started a claim on line on 9-20. At that time the computer would have generated a service request form. We do need you

to fill out that form completely and return it to our office. Once we receive that form back, it will be reviewed to help us determine the best way to handle your claim. ”

• 9/25/13 - Our Service Provider then called the consumer and again left a message to call back.

• 9/26/13 - Our Service Provider then received an email from the consumer:

(Sent 9/20)

“Good Afternoon,

I have sent 3 emails to "service@furniturefirst" but have yet to receive a reply.

I attached pictures of my policy (from [redacted]), the damage, and my receipt.

I have yet to receive a reply or a call

Please respond and let me know if you will be replacing the love seat or sending a refund check.

Thanks. ”

• 9/26/13 - Our Service Provider then again called the consumer and again left another message to call back.

• 9/30/13 - Our Service Provider then stepped up the issue to management level.

¦ That manager personally tried to reach this consumer at the cell # on his

emails (###-###-####) - with no answer. Then left message to call back on voicemail and gave him both the Customer Service 800 # (###-###-####) and their Direct Dial # (###-###-####).

• 10/1/13 - Our Service Provider has again sent another email to the consumer:

We have received photos of the damage you are reporting to your furniture and photos of the receipt. We show that your claim was started online on 9/20/13. At that time a service request form was generated for you to print off and fill out with the issues you are having with the furniture. This service request form is the first step to filling a claim. In order for us to determine the best course of action to take with your furniture claim, we will need that service request form filled out and sent back to us. I have attached the service request form to this email for your convenience. If you have any further questions or concerns, please do not hesitate to contact us.

• 10/1/13 - Our Service Provider has now escalated this to Executive Level and has

authorized Management to forgo the required SRF form:

“I think that under the circumstances we should forego the need for the SRF and proceed with the claim. If [redacted] is not going to call us then I suggest we outline next steps to him in an email as it appears to be his preferred method of communication. We need to do everything we can to move this forward. ”

As you can see many attempts were made to converse with the consumer to assist their request. As noted on the page 1 contact was finally made at the furniture store level where the manufacturer warranty is covering the damage due to the item still being less than a year old from date of purchase.

We would appreciate our name cleared in this matter for all attempts were made to service this consumer.

Please let us know when this case is closed.

Sincerely,