This has been the absolute worst customer service experience I have ever hadThis company is inept, and unorganized with the worst customer serviceI ordered a mattress, love seat, and chair from this company in early OctoberThey were aware of my modate to my new apartment which was on November 7, The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longerI understood and was fine with thatAbout a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-inI was frustrated and wanted to know whyI went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7thMy move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuffWhen I go down to meet them, they ask me if customer service called meI replied "no" very confusedThey proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they broughtI find this ABSOLUTELY UNACCEPTABLENo one called to tell me this was the caseThey call a lady, and I speak with her and she tells me she doesn't know what happenedThis makes me even more frustrated because NO ONE could tell me what happenedThe truck drivers dump off my box spring, no empathy or anything and leaveI'm making phone calls to regency furniture, only to be placed on hold TIMES, and no answers from ANYONEI get a call hours later from a lady who said my furniture just didn't get loaded on to the truckI have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morningI ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have timeAt this point, i'm extremely frustratedNo apology or anything from Regency Furniture, and lousy customer serviceMonday rolls around and I get a call AM saying they don't have my mattress in stockThis was the most frustrating thing i've ever experiencedI immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrationsHe makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my deliveryThey never intended on coming because they didn't have anything to give to meThey tore my couch trying to put it on the truck and they never had to mattress in stockThe manager at Marlo didn't offer to make it rightI told him cancel my order IMMEDIATELYThe thought of this company makes me sick to my stomachI am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations knownThis company needs to be reported
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The table does wobble!! Now they say it wobbles because of the way it was designed Why didn't they tell me that back in April/May They told me to put the table over wood pieces to level it and keep it from wobbling If it was in the way it was designed, why didn't they say so back then!! Customer Service put me through a whole lot of anxiety for over months The customer service is not good When I sent the certified letter to the Board, they did not respond at all All I was trying to get from the Board of Directors was a response If they knew all along that there was a design problem, they should have told me and allowed me to get another table.My first complaint was that they delivered the table top without the pedastal base I told them to cancel the order because I could not use the table without the base They said if I canceled, I would have to pay a 30% cancellation fee I did not want to pay a 30% fee, so I had to go back to the store to pay for the base They should have given me the base since it was the saleman's fault that I did not get it When everything was re-delivered, the table top had cigarettes burns on it and it wobbled This is when my second complaint beganTo wrap this all up, I have to say I will not buy anything else from Marlo or [redacted] Furniture Their customer service is terrible and they don't care about customer satisfaction I will pass this on to friends and neighbors Regards, [redacted]
Customer purchased furniture on April and signed a contract which stated that furniture takes anywhere from 2-weeks to come into our warehouse after purchaseWhen customer found out it'll take five weeks, he wanted to cancelWe informed him that because all sales are final unless furniture comes in outside of the 2-week date, he will be penalized with a 30% cancellation feeCustomer was upset so we eventually refunded him in the full amount
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later Regards, [redacted]
July 4, 2015Dear [redacted] :Customer’s parts were ordered and have arrivedAs of 7/1/2015, customer called us to schedule a technician to come out and install said partsWe look forward to finalizing our business with the customer and resolving the issues.Best Regards,Salem S
See Attachment Fwd: Complaint# [redacted] Inboxx Revdex.com of Metro Washington DCMar (days ago)to me ---------- Forwarded message ----------From: < [redacted] >Date: Sat, Mar 7, at 11:AMSubject: Re: Complaint# [redacted] To: "[email protected]" To Whom It May Concern,Thank you for working on my complaint referenced above I just wanted to let you know, after I also complained to the Maryland Consumer Protection Agency & wrote a letter including pictures of my nightstand to the Marlo Furniture Board of Directors (after their Customer Service Manager declined my request for replacement), Marlo has resolved the matter After viewing the pictures of the damage, they decided to make a goodwill gesture to replace my nightstand at no charge to me Please close out the complaint & again my sincere thanks for your assistance with my complaint Best Regards, [redacted] Phone: ###-###-####Email: [redacted] Sent from Windows Mail
September 4, Dear [redacted] ***:This law firm represents Marlo Home Furnishings, IncMy client is aggrieved by the decision of Revdex.com to close this complaint as "unresolved” based on my clients unwillingness to resolve a warranty issue arising from a purchase made by [redacted] in This decision by Revdex.com was based on the "opinion of [your] office that [redacted] s acquisition of Marlow [sic] does not negate its responsibility to address complaints or concerns of consumers who file with the Revdex.com, nor honor its warranty of items still within their warranted time period, even if said purchase was originally made under Marlow ownership.” In our view, the opinion of Revdex.com is inaccurate and its position with respect to this complaint is illegal and arbitrary.In order to make the record clear, I want to advise the Revdex.com of the following:Based on the complaint, it appears that [redacted] bought furniture and a warranty in from Marlo Furniture Company, IncIn late 2011, Marlo Furniture Company, Incwent out of businessIts assets were taken over by a secured party known as [redacted] *** [redacted] entered into an Asset Purchase Agreement on February 22, to sell the secured assets to [redacted] [redacted] ***The Agreement was that [redacted] ***would purchase the assets following a liquidation sale of the furniture held and owned by [redacted] ***The liquidation sale was held and the remaining business assets were subsequently purchased by Marlo Home Furnishings, Inc., as assignee of [redacted] ***The Asset Purchase Agreement specifically provided: “Buyer shall not assume any obligations of Seller or Marlo, including without limitation (ii) any customer complaints, claims, litigation, investigations or proceedings relating to the Business prior to closing.” Thus neither [redacted] nor Marlo Home Furnishings, Incassumed any obligations relating to the customer complaint of ***Her complaint should be addressed either to Marlo Furniture Company, Incand/or [redacted] ***, as they were the predecessors in title to the businessAs part of the assets purchased from [redacted] , the trade name "Marlo Furniture" and other names and trademarks and derivatives thereof, were acquired by Marlo Home Furnishings, IncHowever, there is absolutely no legal relationship between Marlo Home Furnishings, Inc and the company from whom [redacted] purchased her furniture and warranty It is my opinion that the Revdex.com is legally wrong to designate this complaint as "unresolved” based on the unwillingness of [redacted] Furniture, Incor Marlo Home Furnishings, Incto honor a warranty and/or invoice commitment on furniture that it did not sell and which was sold in a transaction that was completed more than three years before Marlo Home Furnisnings, Incpurchased the business assetsIt is legally wrong to assert that merely because Marlo Home Furnishings, Incis using the name "Marlo" that it must honor warranties issued by an unrelated company several years prior to purchasing the business assets from an unrelated secured party We respectfully request that the Revdex.com reconsider its position in this matter and consider the complaint resolvedYour prompt response is requestedUnder separate cover, I am writing to Revdex.com concerning accreditation for this business.Very truly yours,
I ordered a living set on 11/and was scheduled for delivery on 11/between 12pm-4pmAt 3:30pm I called tocheck on the status because no one had contacted me and I was told to call back after 4:30pmI called at 4:00pm and was told at that point that the delivery person was running behind and that he had stops before mineI then inquired about a refund because to me this was poor customer communicationWhy do I have to call and find out that the delivery driver is running behind? I was told that I could go into the storeI then informed them that I was headed to the storeI get to the store only to be told that there was no manager on duty and I would have to come back tomorrowReally!!!!! The only person who seemed to care that I wasted an entire day of work and that you had an upset customer who wanted to cancel all orders with Marlo was LeAndre at the corporate officeHere it is 6:27pm and I am still waitingNo calls to update meOnce again I had to callI will be accepting my living furniture whenever it gets hereBut that the bedroom set will be cancelledAnd Marlo has just lost a customer
September 1, Dear [redacted] ,We have already responded to this complaint on August We have stated that the leafs for the customers table have been orderedPlease reopen the case as to reflect that we have indeed responded (twice now),
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: - Marlo sells furniture with "inherent issues" - Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange - My repeated attempts to resolve this issue has taken more than months - I don't wish to reselect new couches from Marlo I am requesting a refund, in full, for both the sofa and loveseat They are available to be pickby Marlo immediately Regards, [redacted]
July 3, 2015Dear [redacted] : Apologies for the late response to this; many of these complaints were sent online and no notification was sent to me, so I was unaware of their existenceWith regards to the customer, we’d like to apologize that provisions to the warranty weren’t clearly mentionedThe warranty covers damages, as it is an accidental warranty, onlyTherefore, breakage, peeling (unless it’s 100% real leather) are not covered by the warranty company.If the customer would like, we’re willing to offer a refund for the warranty he purchased, In order to process the refund, the customer would have to go to the store where he made the purchase and, with the card used during purchase, the management will issue a refundThe original card used during purchase must be presentBest Regards,Salem S
June 3, Dear [redacted] ,Complaint has been notedCustomer has been ordered piece for her damaged loveseatOnce the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer specifications.Best Regards,
Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchasedAs per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service
September 1, Dear [redacted] ,The customer purchased during a promotion and was given a gift card to be used for a purchase of their choosingThis purchase could be used for a TV or an -Box or any purchase they choose, According to [redacted] , the customer received their card in MayThe card was used up over a three-day period, from /29-/Customer denied that they had ever received the cardWe checked with [redacted] and it turns out that they had, in fact, used the card for purchases of their own choosing
We have no problem refunding a warranty that was never used five years after purchaseHowever, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years agoThe closest invoice we have with this customer on file (using the last name and address) is a purchase from December 30, This is not five years oldIf the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it
See Attachment Resolved complaint # [redacted] Inboxx Revdex.com of Metro Washington DCJan (days ago)to me ---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Tue, Jan 13, at 1:PMSubject: Resolved complaint # [redacted] To: [email protected] whom this may concern:Hello and thank you for your help.This is to inform you that the Saturday prior to receiving your automatic email complaint #, the company Marlo Furniture called me to notify me that my refund check had arrivedI picked up my refund immediately! Thanks for your attention to this matterNot sure if their prompt action was in response to this complaint or not, but I'm grateful for the Revdex.com and hope that companies like Marlo improve their practices and customer service.With sincere thanks, [redacted] ***
The five-year warranty only covers accidental damages reported within days of the accidentThough it's a separete company, and we cannot speak for them, I'm assuming they declined to repair the furniture because the warranty company has concluded that it is not accidental damage (such as a cut or a stain)We would repair the merchandise but only do so if the furniture is no less than one year oldIn this case, the furniture was purchased in
Legs were ordered and installed by technician
This has been the absolute worst customer service experience I have ever hadThis company is inept, and unorganized with the worst customer serviceI ordered a mattress, love seat, and chair from this company in early OctoberThey were aware of my modate to my new apartment which was on November 7, The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longerI understood and was fine with thatAbout a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-inI was frustrated and wanted to know whyI went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7thMy move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuffWhen I go down to meet them, they ask me if customer service called meI replied "no" very confusedThey proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they broughtI find this ABSOLUTELY UNACCEPTABLENo one called to tell me this was the caseThey call a lady, and I speak with her and she tells me she doesn't know what happenedThis makes me even more frustrated because NO ONE could tell me what happenedThe truck drivers dump off my box spring, no empathy or anything and leaveI'm making phone calls to regency furniture, only to be placed on hold TIMES, and no answers from ANYONEI get a call hours later from a lady who said my furniture just didn't get loaded on to the truckI have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morningI ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have timeAt this point, i'm extremely frustratedNo apology or anything from Regency Furniture, and lousy customer serviceMonday rolls around and I get a call AM saying they don't have my mattress in stockThis was the most frustrating thing i've ever experiencedI immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrationsHe makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my deliveryThey never intended on coming because they didn't have anything to give to meThey tore my couch trying to put it on the truck and they never had to mattress in stockThe manager at Marlo didn't offer to make it rightI told him cancel my order IMMEDIATELYThe thought of this company makes me sick to my stomachI am an easy person to work with, but I've been lied to so much by a company that I had to make my frustrations knownThis company needs to be reported
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The table does wobble!! Now they say it wobbles because of the way it was designed Why didn't they tell me that back in April/May They told me to put the table over wood pieces to level it and keep it from wobbling If it was in the way it was designed, why didn't they say so back then!! Customer Service put me through a whole lot of anxiety for over months The customer service is not good When I sent the certified letter to the Board, they did not respond at all All I was trying to get from the Board of Directors was a response If they knew all along that there was a design problem, they should have told me and allowed me to get another table.My first complaint was that they delivered the table top without the pedastal base I told them to cancel the order because I could not use the table without the base They said if I canceled, I would have to pay a 30% cancellation fee I did not want to pay a 30% fee, so I had to go back to the store to pay for the base They should have given me the base since it was the saleman's fault that I did not get it When everything was re-delivered, the table top had cigarettes burns on it and it wobbled This is when my second complaint beganTo wrap this all up, I have to say I will not buy anything else from Marlo or [redacted] Furniture Their customer service is terrible and they don't care about customer satisfaction I will pass this on to friends and neighbors Regards, [redacted]
Customer purchased furniture on April and signed a contract which stated that furniture takes anywhere from 2-weeks to come into our warehouse after purchaseWhen customer found out it'll take five weeks, he wanted to cancelWe informed him that because all sales are final unless furniture comes in outside of the 2-week date, he will be penalized with a 30% cancellation feeCustomer was upset so we eventually refunded him in the full amount
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have pictures of the rail that shows the missing screw that resulted in and put pressure on the rail that caused the break The picture also shows where another screw/bolt is missing from the bottom of the "trundle bed" base.Unfortunately, I cannot get my camera phone to act accordingly; however, I will save to an SD card and upload later Regards, [redacted]
July 4, 2015Dear [redacted] :Customer’s parts were ordered and have arrivedAs of 7/1/2015, customer called us to schedule a technician to come out and install said partsWe look forward to finalizing our business with the customer and resolving the issues.Best Regards,Salem S
See Attachment Fwd: Complaint# [redacted] Inboxx Revdex.com of Metro Washington DCMar (days ago)to me ---------- Forwarded message ----------From: < [redacted] >Date: Sat, Mar 7, at 11:AMSubject: Re: Complaint# [redacted] To: "[email protected]" To Whom It May Concern,Thank you for working on my complaint referenced above I just wanted to let you know, after I also complained to the Maryland Consumer Protection Agency & wrote a letter including pictures of my nightstand to the Marlo Furniture Board of Directors (after their Customer Service Manager declined my request for replacement), Marlo has resolved the matter After viewing the pictures of the damage, they decided to make a goodwill gesture to replace my nightstand at no charge to me Please close out the complaint & again my sincere thanks for your assistance with my complaint Best Regards, [redacted] Phone: ###-###-####Email: [redacted] Sent from Windows Mail
Customer has been informed that we're ordering casting for furniture as a courtesy which should have been delivered to the customer's home by now
September 4, Dear [redacted] ***:This law firm represents Marlo Home Furnishings, IncMy client is aggrieved by the decision of Revdex.com to close this complaint as "unresolved” based on my clients unwillingness to resolve a warranty issue arising from a purchase made by [redacted] in This decision by Revdex.com was based on the "opinion of [your] office that [redacted] s acquisition of Marlow [sic] does not negate its responsibility to address complaints or concerns of consumers who file with the Revdex.com, nor honor its warranty of items still within their warranted time period, even if said purchase was originally made under Marlow ownership.” In our view, the opinion of Revdex.com is inaccurate and its position with respect to this complaint is illegal and arbitrary.In order to make the record clear, I want to advise the Revdex.com of the following:Based on the complaint, it appears that [redacted] bought furniture and a warranty in from Marlo Furniture Company, IncIn late 2011, Marlo Furniture Company, Incwent out of businessIts assets were taken over by a secured party known as [redacted] *** [redacted] entered into an Asset Purchase Agreement on February 22, to sell the secured assets to [redacted] [redacted] ***The Agreement was that [redacted] ***would purchase the assets following a liquidation sale of the furniture held and owned by [redacted] ***The liquidation sale was held and the remaining business assets were subsequently purchased by Marlo Home Furnishings, Inc., as assignee of [redacted] ***The Asset Purchase Agreement specifically provided: “Buyer shall not assume any obligations of Seller or Marlo, including without limitation (ii) any customer complaints, claims, litigation, investigations or proceedings relating to the Business prior to closing.” Thus neither [redacted] nor Marlo Home Furnishings, Incassumed any obligations relating to the customer complaint of ***Her complaint should be addressed either to Marlo Furniture Company, Incand/or [redacted] ***, as they were the predecessors in title to the businessAs part of the assets purchased from [redacted] , the trade name "Marlo Furniture" and other names and trademarks and derivatives thereof, were acquired by Marlo Home Furnishings, IncHowever, there is absolutely no legal relationship between Marlo Home Furnishings, Inc and the company from whom [redacted] purchased her furniture and warranty It is my opinion that the Revdex.com is legally wrong to designate this complaint as "unresolved” based on the unwillingness of [redacted] Furniture, Incor Marlo Home Furnishings, Incto honor a warranty and/or invoice commitment on furniture that it did not sell and which was sold in a transaction that was completed more than three years before Marlo Home Furnisnings, Incpurchased the business assetsIt is legally wrong to assert that merely because Marlo Home Furnishings, Incis using the name "Marlo" that it must honor warranties issued by an unrelated company several years prior to purchasing the business assets from an unrelated secured party We respectfully request that the Revdex.com reconsider its position in this matter and consider the complaint resolvedYour prompt response is requestedUnder separate cover, I am writing to Revdex.com concerning accreditation for this business.Very truly yours,
I ordered a living set on 11/and was scheduled for delivery on 11/between 12pm-4pmAt 3:30pm I called tocheck on the status because no one had contacted me and I was told to call back after 4:30pmI called at 4:00pm and was told at that point that the delivery person was running behind and that he had stops before mineI then inquired about a refund because to me this was poor customer communicationWhy do I have to call and find out that the delivery driver is running behind? I was told that I could go into the storeI then informed them that I was headed to the storeI get to the store only to be told that there was no manager on duty and I would have to come back tomorrowReally!!!!! The only person who seemed to care that I wasted an entire day of work and that you had an upset customer who wanted to cancel all orders with Marlo was LeAndre at the corporate officeHere it is 6:27pm and I am still waitingNo calls to update meOnce again I had to callI will be accepting my living furniture whenever it gets hereBut that the bedroom set will be cancelledAnd Marlo has just lost a customer
September 1, Dear [redacted] ,We have already responded to this complaint on August We have stated that the leafs for the customers table have been orderedPlease reopen the case as to reflect that we have indeed responded (twice now),
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: - Marlo sells furniture with "inherent issues" - Marlo is unable to guarantee that exchanged furniture will be damage-free so I will not agree to an exchange - My repeated attempts to resolve this issue has taken more than months - I don't wish to reselect new couches from Marlo I am requesting a refund, in full, for both the sofa and loveseat They are available to be pickby Marlo immediately Regards, [redacted]
July 3, 2015Dear [redacted] : Apologies for the late response to this; many of these complaints were sent online and no notification was sent to me, so I was unaware of their existenceWith regards to the customer, we’d like to apologize that provisions to the warranty weren’t clearly mentionedThe warranty covers damages, as it is an accidental warranty, onlyTherefore, breakage, peeling (unless it’s 100% real leather) are not covered by the warranty company.If the customer would like, we’re willing to offer a refund for the warranty he purchased, In order to process the refund, the customer would have to go to the store where he made the purchase and, with the card used during purchase, the management will issue a refundThe original card used during purchase must be presentBest Regards,Salem S
June 3, Dear [redacted] ,Complaint has been notedCustomer has been ordered piece for her damaged loveseatOnce the piece comes in from the Imanufacturer, we will call the customer and send out a certified technician to install the piece and repair it back to manufacturer specifications.Best Regards,
Furniture was not swapped for inferior products; what was delivered was exactly what the customer purchasedAs per policy, we cannot refund customer for damaged merchandise until all attempts have been made to satisfy damages, via service
September 1, Dear [redacted] ,The customer purchased during a promotion and was given a gift card to be used for a purchase of their choosingThis purchase could be used for a TV or an -Box or any purchase they choose, According to [redacted] , the customer received their card in MayThe card was used up over a three-day period, from /29-/Customer denied that they had ever received the cardWe checked with [redacted] and it turns out that they had, in fact, used the card for purchases of their own choosing
We have no problem refunding a warranty that was never used five years after purchaseHowever, the problem with this particular complaint (and the information associated with it) is that we cannot verify the customer actually purchased anything five years agoThe closest invoice we have with this customer on file (using the last name and address) is a purchase from December 30, This is not five years oldIf the customer does have another purchase, that is five years old, please send us the invoice of that particular invoice and we'll be happy to look into it
Customer's chaise was canceled and funds sent to another invoice which was delivered on 12/13/We hope the customer can now enjoy their new furniture
See Attachment Resolved complaint # [redacted] Inboxx Revdex.com of Metro Washington DCJan (days ago)to me ---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Tue, Jan 13, at 1:PMSubject: Resolved complaint # [redacted] To: [email protected] whom this may concern:Hello and thank you for your help.This is to inform you that the Saturday prior to receiving your automatic email complaint #, the company Marlo Furniture called me to notify me that my refund check had arrivedI picked up my refund immediately! Thanks for your attention to this matterNot sure if their prompt action was in response to this complaint or not, but I'm grateful for the Revdex.com and hope that companies like Marlo improve their practices and customer service.With sincere thanks, [redacted] ***
The five-year warranty only covers accidental damages reported within days of the accidentThough it's a separete company, and we cannot speak for them, I'm assuming they declined to repair the furniture because the warranty company has concluded that it is not accidental damage (such as a cut or a stain)We would repair the merchandise but only do so if the furniture is no less than one year oldIn this case, the furniture was purchased in