The Craftmaster couch and chair I purchased from Old Brick Furniture have not held up at all. The cushions sag, even a month after replacement; the fabric has faded, even though it is not in a room with direct sunlight; the fabric has worn away on the skirt where the frame ends; and the chair has staples coming out of it which is extremely dangerous especially for my 15 month old daughter.
My complaints had to come through the store where they were purchased, but when Old Brick got no response, I had to contact Craftmaster directly. Even after the Old Brick emailed pictures of the furniture, Craftmaster just stuck with their policy of fabric warranted for a year, and the store has to come and fix the staples. The staples under the chair come loose randomly. I am not able to check constantly, nor can I have a repairman in my house all the time fixing them.
The first person I spoke with, Wendy, just repeated the company policy and said she would pass my name and number to the plant manager, Al Banner. He explained, staples just don't come out on their own, implying it is my fault. I explained that it looks like it wasn't put together properly. I didn't realize the staples were coming out until I cut my finger on a staple on the side of the chair.
These issues, according to Al, should have been brought up the first year. I explained that I didn't think I had to examine the construction of the furniture when it was delivered and I wasn't aware of the problem until recently.
Their lack of service and product quality is totally unacceptable. I would have complained to the company sooner, regarding the cushions and fabric, however, after the furniture was delivered, I had a colon resection, got married 6 months later, then got pregnant and had my daughter. The furniture was mostly used by me!
Al said the furniture looked like it was dirty (just the differ... I have tried to steam clean them!), and he said that he has never received a complaint after the warrantee was up. It was if he suggested that WE did something to cause the fabric and chair to wear horribly.
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