I purchased a futon frame (model Coaster 5809) from The Bedroom Show aka Furniture to Go in Tampa, FL on September 13. I was told upon purchase that there was a year warranty. Nine months later, the futon snapped. I called The Bedroom Show aka Furniture to Go and explained what happened. They asked me to take a picture and email it to them. I did.
After repeatedly getting the run around (no returned calls. I even had to drive down there to speak to someone because nobody would call back), I was told that the manufacturer (Coaster) had determined from the picture (taken with my cell phone) that where the break happened was a result of "excessive force" and therefore wouldn't be covered under warranty.
I was told by the furniture store that Coaster was going to charge them $250 for the piece of wood that was broken. I paid $254 for the entire frame! Furniture to Go claimed they would pay for half of the piece. I shouldn't have to pay one cent considering this "excessive force" argument is a blatant excuse by Coaster Furniture and the The Bedroom Show (aka Furniture to Go) to avoid covering the frame.
I explained to the manager of The Bedroom Show (Furniture to Go) that it wasn't because of excessive force. I am a caregiver for my mother who has cancer. She never gets on the futon. My brother occasionally comes to visit and will sit on the futon with me. 99 percent of the time I am the only one on the futon. Neither my brother and I are obese. We don't have children. Nobody used the futon frame as a trampoline.
It simply collapsed PERIOD. There is no logical reason for the futon to have collapsed aside from it being defective or just cheap furniture. I explained this repeatedly to The Bedroom Show (Furniture To Go) in Tampa, FL to no avail. It's like talking to a wall. Both my brother and mother witnessed the futon collapse. My mother even spoke to the rep at The Bedroom Show (aka Furniture to Go) and explained this and they still refused to believe it.
I don't give Coaster a pass either. They will be the next complaint complaint I will make. I have repeatedly called their customer service department and gotten the run around. It's like the store points to Coaster and claims it's them and Coaster points to the store and claims it's them. I don't really care who it is, I just want my futon frame replaced. After all, IT IS UNDER WARRANTY!!!
I have owned futons for most of my adult life and have never experienced such shoddy merchandise and such terrible customer service from both The Bedroom Show (aka Furniture to Go) in Tampa FL and Coaster Furniture.
STAY FAR, FAR AWAY FROM THIS PLACE AND FROM COASTER FURNITURE. I HAVE BEEN SLEEPING ON A MATTRESS ON MY FLOOR FOR SIX WEEKS! I should've made a futon frame out of cardboard boxes. It would've lasted longer!
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