I purchased a kitchen table and chair set from the Value City Store next to ***'s Sporting Goods in the Eastgate shopping center. While I was checking out with my items, the sales representative suggested that I should purchase the extended warranty. He stated, "Seeing that you have children, you will want this warranty. It covers any damage they may do and protects your furniture up to three years. You can rest assured that you will have new furniture in three years." I purchased the warranty for the extra $69.99 for the table and an additional $69.99 for the chairs. I left the store with the confidence that my $1000 plus purchase was protected.
Nine months later, we had a Christmas party for our daughters and several of their friends from our neighborhood attended. We let the girls make crafts, color and draw pictures on the table in our kitchen. After the party we noticed that the table had been damaged by some of the crafting we had allowed the girls to do. Some of the notable damage included, words had transfer through the paper the girls were writing on and had gone through the polyurethane coating into the wood below, a long scratch and some paint drops on the finish. The girls ranged in age from seven years old to twelve years old. These girls are not heavy handed men with a degree in construction, they are simply children.
I contacted Value City Furniture at the Eastgate location and was informed that they do not handle the warranty claims. They gave me the phone number for the Sharonville store and instructed me to file my claim with them. I called the store and they took down my information. They informed me they would send someone out to inspect the damage and to determine if they would repair it or replace it. I received a phone call and was given a date and time the inspector would be out. The inspector arrived to inspect the table and continually commented on the condition of the table and chair set, argued that the chairs didn't belong to the set, although they were the chairs from my receipt, and was otherwise very rude and obnoxious.
A week after the inspector came out I received a phone call from Value City they stated that they had decided not to honor the warranty as the damage was to "extreme" and violated the terms of the warranty. When I purchased the warranty I was given a pamphlet stating what would be covered and how to file a claim. Value City claims that the pamphlet is not the legal document containing the specifics of the warranty and that the actual warranty documentation, which was not furnished to me, contained stipulations pertaining to excessive damage. I asked to speak to the manager, who informed me that this claim would be returned to the Eastgate store and that they had the option of honoring the claim. I called the Eastgate store several days later and they gave me the same exact response I received from the Sharonville store. I asked that they at least review the claim and consider that I have spent several thousand dollars at their store over the past few years. I was passed to a manager who informed me they would not reconsider this claim and were cancelling the warranty on all of the furniture citing excessive damage.
Product or Service Mentioned: Value City Furniture Sales Representative.
Monetary Loss: $139.