Great White Bottling, Inc.

Complaint: [redacted]
I am rejecting this response because:
See below
Sincerely,
[redacted]the warranty doesn’t cover anything!!  The Store sales he warranty and tells the customer “it covers everything for 5 years, I told Great White  I wasn’t sure how it was damaged,I did find out it was bc it was moved and accidentally dropped” I only found this out after asking family members!! Again that’s not covered but the warranty does state “One accident can be covered” Great White does Not cover anything but the store sells the warranty as everything is covered If you read the warranty it does state accidents can be covered! I also could not understand the lady over the phone and she gave me the impression she understood but honestly I diont think she does ! I’m sorry if I have repeated myself this is beyond frustrating bc I have a witness to the fact the store said everything was covered for 5 years this is the first time a purchase a warranty bc he said “everything “ I’ve purchased a lot of items in 33 years of marriage! Thank You [redacted]

Complaint: [redacted]
I am rejecting this response because: I was never explained your coverage warranty. I was told the warranty covered any issue with wood of my table. Fortunately [redacted] has since offered to reimburse me the cost of my useless warranty. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/05/13) */
Due to the fact that this furniture is under 1 year old, the problem with it will most likely be covered under the manufacturer's warranty. We have been making an effort to contact the store manager at Furniture Row since 4/8/15. Our notes show...

that we did speak with him on 4/9 and he was to call the customer, but must have not been able to because later in April the customer called us about a status update. We then tried calling the store twice on 4/29 and left a message for the manager, then heard from the customer again on 5/1 that they had not heard from the manager. We called again twice on 5/4 and there was no answer, called twice on 5/5 and there was no answer. We have since continued to contact the store and informed the customer by email that this won't be under our warranty and may contact the store as well to inquire about the manufacurer's warranty.
Initial Consumer Rebuttal /* (2000, 11, 2015/05/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What I don't appreciate is their complete lack of communication and how much work it took on my end to get to this point. I had to call multiple times and leave multiple messages and still never received a call back. I emailed [redacted], who seems to be the only person there who can get any sort of progress made on anything. [redacted] and this company were completely frustrating to deal with and I will never be shopping there again.

Initial Business Response /* (1000, 6, 2015/08/07) */
[redacted],
I looked into this for you and there must have been a misunderstanding by our warranty manager. I went over it with them and we will be replacing the chair for you. Please expect to hear from our warranty department by Monday at...

the latest to get your chair taken care of. If you do not hear from them, please let me know and I will make sure to take care of this for you. I apologize for the inconvenience.
Initial Consumer Rebuttal /* (2000, 13, 2015/09/14) */
Working with Furniture Row on replacement. After almost a year, finally ready to close this out.

[redacted]   The warranty in which you purchased is for single accidental damage on upholstered furniture.  The damage that you described on the Sofa & Love seat are multiple issues, such as the seam separating under the foot rest, falling/sagging fabric and spring issues, grinding noises,...

and cushion deflation.  You added, that you have only used the sofa and love seat for what they were designed for - sitting on and the use of Subpar Materials, poor construction in the manufacturing of the units, as well as gradual deterioration over time. Unfortunately, these problems that you described and the cause of the problems as the subpar materials, poor construction and normal intended use are not covered under the accidental fabric protection warranty you purchased. The issues described are possible issues with the either wear and tear or manufacturing of the furniture in which the warranty does not cover.  However, the furniture is under 3 years old and you can inquire with a Store Manager whether or not a manufacturer’s warranty is available on these pieces and if so, whether or not these issues are covered. Again, we apologize for any inconvenience.     Thank you  Great White Bottling ###-###-####

We apologize for the inaccurate information that was given about what the warranty covers at the store.  However, you should have received a copy of the warranty agreement contained in the package of cleaning products you received with your furniture purchase.  The warranty you purchase covers many type of damage on wood furniture, however the damage you described on the table is unknown surface issues on the table top, this could have been caused by many different things and unfortunately as you described you do not know what caused the damage. As to the chairs and the screws falling out of them, unfortunately the warranty does not cover attaching hardware or maintenance of attaching hardware.  However, you were advised that your furniture is under 1 year old and you can inquire with a Store Manager whether or not this piece is still under the manufacturer’s warranty coverage.  Again, we apologize for any inconvenience.  SincerelyGreat White Bottling###-###-####

Initial Business Response /* (1000, 5, 2015/06/29) */
Unfortunately, the pictures sent for the warranty claim clearly show cracking of the leather. We cover accidental punctures and tears going all the way through the leather, and none of the pictures given show this type of damage. It does state...

on our warranty agreement that we do not cover cracking or peeling, nor do we cover animal damage as the customer informed us the cause of damage might be.
If the customer feels that the warranty was misrepresented to him by the sales associate that helped him when he purchased it, we recommend calling the store and speaking with the manager to let them know the warranty was sold to them incorrectly. Unfortunately, since we are not the ones who actually sell the warranty, we only provide it, how it was sold must be taken up with the store. Our warranty agreement does state what we cover and exclusions that apply. This warranty agreement is available at the store prior to purchase if requested, and a copy is given to every customer at the time of purchase so they can be informed as to the terms of the warranty.
The customer was verbally abusive to several employees regarding this claim, repeatedly insulting them and yelling at them. We never did threaten the customer, [redacted] simply was firm with him in stating that we would no longer help him over the phone due to the insulting demeanor he used with our employees and that if he would like to continue speaking with us, it must be done through email only.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I was never verbally abusive to anyone and why is that I have never gotten a response from any email that I have ever sent.
[redacted] didnt even want to help me. He threatened me by stating that I can not call back.
Also in the original email response from this company that stated the chair appears to be cracking which in my opinion means they couldn't tell so they just decided to deny my claim instead of requesting additional photos
Final Consumer Response /* (4200, 11, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can prove that all of my emails were never responded too. The fact that they are claiming to have responded to my emails is a complete lie.
Just because you train your employees to tell the difference between cracks and cuts doesnt make your decision the right one.
We are all human and make mistakes and the fact that you are denying my claim is a huge mistake.
Final Business Response /* (4000, 13, 2015/07/28) */
Again, the pictures clearly show cracking and that the damage is not cuts going all the way through the fabric of the furniture. Our warranty covers accidental stains, burns, and punctures going all the way through the upholstery (with a few exceptions stipulated in the warranty agreement). This means that the damage must have been an accident (a single-incident occurrence that was unintentional) that goes through the fabric/leather of the furniture. The damage shown is clearly not damage going all the way through the furniture, meaning it's not covered by this warranty. Furthermore, the cause of damage is unknown, which with cracking such as is seen in the pictures, is most often wear and tear, not a single-incident occurrence. After denying the claim the first time, the customer changed his story stating that the damage could have been caused by his dog, which again, is still not damage going through the uphostery in addition to the fact that it also clearly states at the top of the warranty agreement that animal damage is not covered. This damage is simply not covered by this warranty and the agreement states as much. This agreement is available to customers in the store before purchase, and is provided to every customer at the time of purchase. If there are any questions, this document can be referenced.

We apologize for the information that you received about what the warranty covers and the inaccurate coverage copy that you received at the store.  You purchased your furniture in 2014 and the warranty coverage at that time was for breakage of wood, glass and stone components of wood furniture...

but does not cover anything or everything. The claim was submitted for a removal of the stain on the surface of your table, but the warranty purchased does not cover surface or appearance issues on wood furniture, you were sent a hard copy of the coverage sent via email earlier this month. We represent only the warranty portion of your purchase and apologize again about the inaccurate information that was provided by the sales associate when you purchased your furniture, however you should have received a copy of the coverage contained inside the box of cleaning products you received with your furniture purchase.  We apologize for any inconvenience.  Best RegardsGreat White Bottling[redacted]Tell us why here...

Complaint: [redacted]
I am rejecting this response because: The warranty is a fraud.  It covers nothing.  It is a way for Great White to scam people out of money, giving false hope of having a warranty, and then covering nothing.  I'm not the only one with this experience - search the web and you will see I am one of many with the same experience.[redacted] actually refunded my warranty charge because of this experience - what does that tell you?
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/13) */
Unfortunately the terms of the warranty that we provide specifically states that we provide protection against stains from food, beverages, blood and human or animal bodily fluids and tears and burns through the leather or fabric. It does not...

cover wear and tear, and does explicitly state that in our warranty at the very top. "It does not include normal wear and tear or cumulative damage, surface scratches, or damage caused by animals or moving the furniture." The damage shown in pictures and inspected by a local technician shows that this is wear and tear and is something this warranty is simply not designed to cover.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damages were not normal wear I didn't have it long enough. A move would not give out unless its poorly made.I reject these findings.
Final Business Response /* (4000, 13, 2015/05/21) */
We, unfortunately must go by the technician's report. Since it was the store that sent out the technician, they are the ones that have a copy of the report. I'm sure if you request a copy from the store, they will be happy to provide you with one.
Final Consumer Response /* (4200, 15, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable this company is awful first they try to say they damaged occurred by moving then they switched it to wear and tear. Furniture Row made good on their furniture and gave me a credit because this poor company would not. This company should have sent the report to me they were using it as evidence not the furniture company they were not responsible the warranty is. I would not recommend this company to anyone I may post this on social media, I see why this company has F rating because the try what ever they can to weasel out of their obligations.

The claim was submitted for scratches & heat marks on the table, seat cushion coming off and upholstery holes on the chairs of the dining set as explained by you 2-3 years ago is when the damage was noticed.  Unfortunately the warranty is for breakage of wood, glass and stone...

components of wood furniture.  We apologize for the inaccurate information that you received about what the warranty covers, however you should have received a hard copy contained within the box of cleaning products that was received with the furniture purchase, in which outlines what the warranty covers and does not cover.  The warranty was designed to assist with the breakage of wood furniture but does not cover wear and tear from use, hardware/maintenance issues, upholstery issues or appearance issues from use over time.  As stated at the top of the warranty document:  It does not include upholstery, plastic or metal parts, hardware, or maintenance issues such as tightening screws, oiling hinges and glides, and regular cleaning.  It DOES NOT include Surface Scratches or Wear and Tear from normal use of the furniture. We apologize for any inconvenience. Best RegardsGreat White Bottling[redacted]Tell us why here...

We apologize for the inaccurate information that was given about what the warranty covers at the store, we represent only the warranty portion of your purchase.  Although, you should have received a hard copy of the warranty contained within the box of cleaning products you received with your...

furniture purchase.  The claim was submitted for scrapes, tears, detached leg and detached fabric on your sectional.  The warranty purchased is for accidental damages but does not cover damage caused by moving the furniture, legs that keep falling out from possible hardware issue or detached cambric fabric on the underside of upholstered furniture detached items are considered to be maintenance issues, but the warranty does not cover maintenance.  As stated in the warranty purchased: It does not include normal wear and tear or cumulative damage, surface scratches, or damage caused by animals or moving the furniture.  Again, we apologize for the misrepresentation of the warranty at the store, feel free to contact the store manager regarding that issue.  Best regardsGreat White Bottling888 295 6457

Complaint: [redacted]
I am rejecting this response because:I have said many times I don't know what the problem is or how it happened, it could very well be accidently, it doesn't appear that it just randomly broke so my guess is one of the kids did it.  I am not a furniture expert so I cannot tell you what is damaged or why.  If you search the web you find exactly the same complaints from many other people so this is not an isolated case, just a case of a company trying to fraud people for money and not wanting to spend it.  I can not be held responsible for being a furniture expert and understanding why something is broke when I have no idea what's wrong other than the cushion appears broken.
Sincerely,
[redacted]