A couple of years ago we purchased about eight thousand dollars worth of *** that we thought was furniture with a bogus warranty that we thought would be legit. Within the first few months of having the furniture... the seam on one of the couches had come unglued and they did repair that, so I give them cudos for the fact that they fixed that for us. During this time the top portion of the night stand has bubbled and the leather or pleather( whichever it is) has worn completely off in areas of the love seat in which we have not complained at all, however; last year our home was broken into and our couches were overturned in which the top portion and the end corner were damaged and the mechanism to push out the footrest didn't function very well after that.
The coffee table was a little scuffed but no big deal....however, our bedroom furniture was damaged. It was bad enough that the top of the nightstand had bubbled already, but when we were burglarized they yanked every drawer out of the dressers and tossed them throughout the room. Not only did they chip and scratch corners but the drawers had been yanked out so forcefully that some of the drawers have never rolled in and out correctly since. I took the police report to the USA Discounters when it was open... along with the pictures that were taken and spoke with the manager at the time. I was told that since the furniture wasn't listed on the report that there wasn't anything that could be done. Really?! Insurance doesn't cover this....I didn't want money, all we wanted was for it to be fixed or replaced, isn't that what I took out a warranty for? At this point and time I do not feel that I want replacement or repair for this furniture, I'll chalk it up to "a lesson learned" as i will never do business with this company again. I have never missed a payment and make my outrageous monthly payments on time as I agreed. I honestly believe that this is not right, that i have been totally ripped off and received poor customer service. All I asked for was to be reimbursed via credited to my account for the warranty that I have been paying on for years for nothing.
On November 19th 2015 I called customer service in hope of gaining some customer service with a particular issue and was hung up on then when I called the number back was greeted with "Hello" and "Yeah hold on". Is this how we answer business calls now? In addition I was sent this email from the person whom I had been dealing with.
Mr. Randy Jackson,
Have your wife complete the following:
Please complete the application and reference sheet. Return it along with a copy of your most recent pay stub and 2 forms of identification. Also include a brief letter explaining your hardship, why you fell behind, and why you are asking for a lower payment. Email or fax all documents to me right away. Our fax# is 757-689-4084.
*Please note that I am leaving out names*
Really?! This was not even the issue at hand. I have never been been late on a payment nor have I ever missed one! That email was totally rude and an insult to me proving the fact that they do not even really know what the heck is going on with the customer. so I sent an email to the Direct-Marketing/general manager in which he did respond with this:
Randy I got with VP and was told since this wasn’t included on the police report or the addendum needed with the police report I can’t file another Debt Cancellation but what I can do is try and set up to have a tech come out and look at the bedroom furniture and if it can’t be fixed I may be able to credit back the cost of the damaged items which will lower current balance , I just need to be able to have tech send me back a report on damages.
Seriously?... I never had a debt cancellation! all I want two years later from this company is the money that I have paid toward a bogus warranty credited to the balance of my account. Someone should introduce interpersonal communication skills in addition to address how to answer business calls in a professional manner and the sending of erroneous emails that are inconsistent with the customers account status, inquiries and or needs. In addition to the quality of product and honorability.