I purchased a Klaussner sofa and love seat both recline on the ends. The plastic release on the love seat that allows the love seat to recline broke off in my hand. Besides looking awful I cannot get the love seat to recline without the plastic release. I purchased both items at Gordon Furniture, Berlin, New Jersey. Gordon Furniture is out of business. I called Klaussner and couldn't get a real person for over three weeks.
I finally was able to talk to their representative, Brenda. She asked me if I had the serial number and I was able to give that information to Brenda. Brenda called me back and told me she had to check with her supervisor but would try to have a tech replace the broken part and attach the cable that apparently is no longer connected. Brenda called me again. This time she told me her supervisor OK'd Klaussner paying for a tech to to fix the love seat. Within 10 minutes Brenda called me again as if she never spoke to me. She then told me she forgot she already called me. Brenda told me a tech would be in touch with me. I waited another week and left a message with Brenda (she wasn't available when I called). Brenda finally returned my call this time telling me she can mail me the plastic release but I would have to get my own tech and pay for it. A complete reverse of what I was originally told. I asked to speak to her Surpervisor. A girl named Cindy claimed to be the Supervisor. Cindy was rude and nasty. Told me to call the better business bureau but that they would do nothing to help me.
I have the orignal warranty from Klaussner but not the invoice.