I purchased a sofa from Art Van in 2010. It was manufactured by Global Furniture and I have purchased several items from Art Van down through the years and I have never had a problem.
I noticed two weeks ago the leather was peeling in a spot on the sofa. I contacted Art Van to see what could be done. I talked to a customer service representative that told me I had a warranty for leather protection. She asked if I used the leather protection because my warranty would not be effective if the leather cleaner was not used.
I told her that when I purchased the sofa I was not told to use protection on the sofa. She instructed me to contact Global and I did. They referred me back to Art Van because I purchased it from ArT Van. I was disgruntled at this time because she knew when she told me to contact Global they would do nothing.
I called Art Van back and spoke to the same representative. I told her that if I was told to apply cleaner I would and I was not sold a cleaner kit with the sofa. I also told her that they sold me a kit for my bedroom furniture at the time of purchase so why was I not sold one for the sofa. It was not my fault I was not informed.
It was a dead end speaking to her because she was rude and was trying to hang up. I asked to speak to a manager. When the manager came to the phone, she was just as rude. I told her that when a consumer purchases an item, they do not know the policy and it would be a lack of training on the sales associate who should make the customer aware.
I asked her to return my money for the warranty and she said she could not. I asked her where was my money because I could not utilize my warranty, I needed my money returned. I have never had a problem with this sofa until the peeling. I told her that she would rather lose a customer than send a repairman out to look at the couch.
I told her that without customers there is no business. She was rude and not helpful. Finally, she agreed to send out a repairman. On March 14, 2015 the repairman came to my home and inspected the sofa.
He told me the seat would need replacing. He could also tell that the sofa had not been used a lot because it is in mint condition. It was not due to wear and tear because I do not sit on this sofa a lot. He told me I could call the next day to get the results.
I called today and spoke with Trish who told me there was nothing Art Van can do . I am emailing this letter because I am upset at the treatment I have received from Art Van. I am not asking for a new sofa, I am asking for the sofa to be repaired. I have a warranty for leather protection.
I paid 100.00 for this warranty for situations like this. I should be able to take advantage of my warranty that I paid for. I bought leather chairs for my dining room table and they sold me a kit. I would have bought one for this sofa if I been instructed.
I thought all I needed was the warranty. I would like for a representative to contact me concerning this matter. There is no statement on my receipt stating about using leather protection. I would like this matter resolved because this is unfair practices to the consumer.
I have always loved Art Van and told friends and family to shop there, however, my views have changed since this awful experience. I should not have to have a confrontation with a manager and customer service representative about service and how they made me feel as if I was a liar about the salesman not properly informing me.
My name is Angela Gaffney and my phone number 313-207-6135. I would also like the district manager's name because I don't want anyone to feel how I felt that day on the phone with your employees.
Product or Service Mentioned: Art Van Furniture Sofa.
Reason of review: Warranty issue.
Monetary Loss: $500.
Preferred solution: Let the company propose a solution.
I didn't like: Customer service, Customer experience, Warranty promise.