Complaints

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought furniture in June 2018, along with pet insurance-When we filed the first claim it was turned down, went to file a second claim and they refuse to do anything because it had prior damage. They take advantage of anyone and downright lie in the store. We were told that it covered everything from damage during a move to pets etc. They declined claiming it to be normal wear and tear and refuse to fix anything else because of the one spot of damage. We want our furniture repaired or a refund of the so called insurance they scammed us into buying.

  Business response

  12/05/2022

  The customer's complaint is not with **** ****, it is with Customer Care Services, LLC.  Customer Care Services, LLC is a furniture protection plan company, and they decide if the damage is covered under the protection plan. Sofa City does not have any say in the process.  Customer needs to file a BBB claim against Customer Care Services, LLC. 

  Business response

  12/05/2022

  Customer filed an initial claim on unknown damage. After review it was determined to be normal wear. The warranty the customer carries does not cover normal wear as well as does not cover unknown damage. This claim was a non coverage per the warranty. The customer then filed a claim on pet damage to the sofa. We requested the necessary documentation. The customer service representative did process the claim. A furniture technician determined this damage is not repairable due to the type of damage. The representative then gathered information to see if Customer Care Services could get a new backrest casing. A response that parts are no longer available was received by the representative. Under the guidelines of the warranty, due to the prior non covered damage the piece of furniture is not eligible for a full replacement. Customer Care services followed all guidelines and procedures in regards to the claim. We can not speak on behalf of what was told to the customer at the time of purchase. However, the customer was provided with a copy of the warranty showing coverages, non coverages, and guidelines to the warranty. The customer sent in a copy of this warranty as a part of filing the claim. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extra warranty for the furniture I bought from this company. I filed a claim for my chair and now they won't cover it because the store I bought it from is going out of business. I have been dealing with this place since July and have gotten nowhere. The store owner has even called and they said they would take care of it and I still have heard nothing. First they were going to refund my warranty price but I want my chair fixed that's why I purchased this. If they just send me parts I will find someone to fix it. If that's the case I should get my money back and the parts. I also bought a sofa to and what happens if something happens to that? I'm out of luck after purchasing a 5 year warranty.

  Business response

  09/22/2022

  Customer Care Services is working on another solution for this customer. The customer has been contacted and understands the reason behind the initial pro-rated refund. However, Customer Care Services is looking to see if there is another option for this customer. 

   

  Customer response

  09/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩