I purchased a recliner chair from you store in Brandywine, Maryland in November 2008 for 549.00 in addition I purchase a 5 year warranty plan for $149.00 in cash.

In June of 2010 I contacted your office to have someone to repair the latch on the chair because it did not work. I was told that a representative would call me back with a date to come to my home for repair. A representative came to my home to repair the chair and was unable to. He told me it would be 4 to 6 weeks because he had to order a part. After waiting 8 weeks I contacted Montage Furniture Services to inquire about the part. I was told that they could not get the part and the chair had been discontinued and I would receive a refund check in the mail in two weeks.

In September, I contacted Montage to ask where my refund was and was told that someone did not put the information in the system. I then, I requested to speak with a supervisor because this had been going on for 3 months and was told no supervisor was available. The representative told me that I had to tell her what was going on and I did. She told me that I would receive a letter in the mail which I had to sign before I could get a check mailed out and no one put the information in the system that is why I did not receive a letter. I then left my number for a supervisor to contact me which no one ever did.

The very next day I call again and was told that my information was in the system and that I would receive a letter in 2 weeks. I received a letter in the mail on October 6, 2010 stating an offer for $219.00 and I had to sign the letter and return it within 10 business days.


1/2


I contacted Montage on October 11, 2010 and spoke with a representative to ask for a full refund. I was told that they only pay 40% of the original price of the furniture if they no longer sole the chair. So I asked where that was written I purchased a five year warranty and did not see that in the contract. I representative told me that that is what they offer and it was not in the contract. I then asked could I get a credit she stated usually people just take the offer. I could go into the store and get a manager to write up something for $545.00 what I paid for the chair and fax it over to the office and it would take about 2 weeks before the would make a decision whether it would be approved.

I went to Regency Furniture store on October 23, 2010 and asked for a manager that handles the warranty. I was told she was out and would not be in until Monday. I then explained the situation to the representative in the store. She asked me could she see the offer letter and reciept and I showed her. She then looked in the computer and said “I don’t see where they told you to come in and pick out some furniture, but go ahead and we will have the representative to contact you on Monday. We don’t give refunds and if you find something you like it has to be a recliner chair only.


I paid for a warranty for 5 years in the contact it states “If the original selling retailer is not able to replace the Covered Product originally purchased of provide a satisfactory substitute product. You will be given a refund of the price of the covered Product, excluding sales tax, reinstallation and delivery cost”.


I purchased a set for my family room and went to your store to find a matching piece and was unable to do so. My sales representative looked on the computer and could not obtain a leather recliner that could match my sofa because of the color. Therefore, I am requesting a full refund of $545.00.

Complaint Rating:
Company information:
Montage Furniture Services
3959 Centre Pointe Drive, Suite 50
Roseville, Minnesota
United States
Phone: 800-686-5559


Unbelieveable. The company is a joke. We spent thousands of dollars on a quality furniture with Ashleys and almost a thousand dollars on a protection program that is a joke. We have attempted to file a claim x3 on different pieces and everytime they come a reason why they don't cover the furnture. The plans is sold as a furniture mishap protection program..perfect for military personal and families with children. Damage done to leather by a pet is not covered, broken or missing pieces damage during a move by us...not covered. Now damage to finish done by sun and moisture from drinks on a coffee table not covered. Why did we even spent the money on such a program. If you do get them to look at it...it is months to get it looked at and then if it is covered...you must go back to a to the original store to pick up replacements dispite the fact that they are a national store chain. Because we moved 4 times in 28 months for the US ARmy and are now 2800 miles from the original store is this reasonable considering we paid alot of money for a protection plan to cover us!! My husband just came back from his 4th deployment and thought we would be covered by this program only to find out the entire program is a jOKE!!! Don't spend you money on this crap! You might as well just keep your money and take your losses...at least you have you own money to replace the item if it is damaged!

Montage Furniture Services: Paid for a 5 year warrantee on table top. The company responded and approved my claim. It had merit. Then simply did not support getting the replacement part. I gave them ample time to make good on the claim. They kept coming up with excuses, trucks delivering are slow and not moving, a warehouse closed down... the list went on. I continued to stay in touch with them and 10 month later and many emails and phone calls (what a waste of time) I still do not have my replacement table top.