Klaussner Furniture

At that time, I called the furniture store that I purchased the furniture from, they told me it was a warranty problem. I called the warranty company (Ultra Sheild, aka Data Desk, aka Serve Co North America LLC), (Courtney) said I would be contacted by a tech within 48 hours. Ten days later, I called them back, after not receiving a call, and spoke to a tech (CJ), who set an appointment for August 4th at noon. He called at 4 o'clock, and said there was a lot of traffic and asked if I would just send pictures of my issue, which I did. He looked at the pictures and said he would turn it over to his supervisor and I would be receiving new chairs. No one called me, I called them back on the 11th, and was told it was being sent to management.

I called back in September and October and was told it was being worked on, they were behind because of COVID. I called back in December and spoke to Lucy, who said Courtney and CJ no longer worked there, and she would sent my claim to management and I would be hearing from them. The same day I called the furniture store and was told they were also going to work on my claim. 8 days later, spoke to Lucy again, and she requested I send a test and fax to her of the bill and they would review it. 2 days later, I called Lucy, she said she never received my text and that they had sent me the wrong fax number... Tried again, and they confirmed receiving it.

December 22nd, at 10:30am, they wanted me to contact Amanda, after being given the wrong extension, I was forwarded to Amy. She asked for another copy of my receipt, and pictures of the tags under the cushions. I sent them, she said she couldn't read them, so I had the girl from the furniture store send them over. On the 28th they requested pictures of the tags on the footrests of each chair, and the stitching on the back of each chair to the data desk. On January 6th, I received an email from Lucy, requesting more pictures of the cushion tags again. I sent 13 more photos, and asked for confirmation that they were received.

On the 7th, Lucy requested more pictures of the serial numbers, because she couldn't read them, so I took more pictures and wrote the numbers down for her. On Janruary 9th, the furniture store asked for a timeline of what had been going on from June until January. I sent it to them along with all of the pictures. On the 12th, I got an email from the furniture store saying that they were contacting the warranty company that day.

On the 22nd, I received a box of parts and an invoice, never receiving a call. On the 23rd, I called Comfort Design, the phone number that was on the packing slip, and I called the furniture store to let them know also. On the 25th, I called the warranty company, spoke to lucy. I was told they would not cover my cushions, and that they would be sending a tech to install the new mechanisms. I told her I wanted to speak to the manager, I was placed on hold, got disconnected, called back and spoke to Jacqueline, she said she was going to look over the claim, and speak to the directors. We were on the phone for 30 minutes, and she said she would call me back by the end of the day, and have answers for me.

Same day, Pat from Comfort Design called me, and said that the store itself was responsible, they were the ones that sold me the extended warranty, so they should be taking care of this for me. On the 28th, I called the warranty company, sat on hold, and then a recording came on saying the number was not taking messages, and I was disconnected. Then, I called Tara from the furniture company, she said she was going to speak to her boss Dickey **, and the two ladies from the warranty company.

On the 29th, I received an email from Jacqueline from the warranty company, stating that they could not replace my chairs, because the warranty didn't cover faulty designs, or workmanship, or craftsmanship. If I had torn it or my dogs had torn it, or if it caught on fire, it would be covered, but it was not covered because it wasn't an accident? She said as a courtesy, she would send me a piece of the fabric so I could cover where the mechanism had torn through, but that was the best she could do... I have never been more frustrated!!!!

I feel cheated and so disappointed.

This is a poor quality set and was told it was a good set by store. Should have looked at reviews online before we made purchase. Shame on Bernie & Phyl's for selling such a low quality set and misrepresenting it. Its a shame you spend good money on items and get crap quality. I would stay away from both Klaussner and Bernie & Phyl's. Please keep in mind this is a set for two adults with no children so use is low.

Also the end I sit is now 2-3 inches lower than the rest of the couch. At 150 lbs I could lose weight but should not crush a couch. Talking to Klaussner service has been an aggravating and useless runaround. Voice Messages and emails not answered at all or weeks later. Appointment to repair set up but no show and weeks later, after calling different salesmen to relay message to service center Emily I wanted a response, since emails and voice mails were ignored, I got an email, "Sorry for the mix up a technician will call you directly." That was 5 weeks ago. My last couch we had for 25 years. It was still okay. We just wanted an update. Worst decision.