Toledo Talk

Art Van Furniture, is 5 weeks to long to take care of a warranty issue?

Unbelievable experience still yet to be resolved. Is this normal from them? Anyone else had to deal with them? What did you have to do to get it resolved? All I need is a mattress foundation replaced.

created by toddhuey on Apr 03, 2017 at 06:33:17 pm     Comments: 20

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Can you give a little more backstory?

posted by upso on Apr 03, 2017 at 07:02:09 pm     #  

I had bought a mattress and foundation on Feb 1 2017 and had it delivered. All was good until the foundation broke. I called customer service to get a replacement. I was told they would have to send out a technician to assess the failure. Fine. They gave me a day but could not provide a time until the day before in which they call with a time. Fine. They called with a three hour window during my work schedule so I asked if they have a call ahead policy and they said they did. So I set up a 30 min. call ahead to be called on my cell phone. They failed to call my cell phone instead calling my home phone. I returned home to find the door tagged from the technician and a message on my home phone. I called back to get it rescheduled and asked when the latest they could make the appointment. I was told they don't have a set time that it depends on the work load for the day. I then asked how do they schedule their employees. Do they know when they get off each night and was told they didn't. So I scheduled it on a Saturday when I don't work. Again they could not give me a time. Friday prior to appointment I get a message on my home phone with another 3 hour window. Then Saturday came and an hour before my scheduled appointment I get a call they can't make it because of a broken down truck. I reschedule for a week later Saturday. Finally the technician is here for 5 min. and deems it a warranty issue and now i have to wait 3 days to call back with a reference number he provided to get they replacement delivered. Again scheduled for delivery with a 30 min. call ahead on my cell phone. This is now 4 or 5 weeks later from initial call. Again they called my home phone instead of the given cell number, arrived earlier than the scheduled window. And now I am on the phone trying to get a manager to call me back to get this resolved. STILL WAITING as of 8PM

posted by toddhuey on Apr 03, 2017 at 07:06:25 pm     #  

Not sure if this is related. I heard the company was recently sold.

posted by estioney on Apr 04, 2017 at 07:34:10 am     #  

We bought a sectional from Art Van several years ago. After about 6 months the fabric began to pill significantly - all over the entire sofa, not just in the high traffic areas (not that any pilling would be acceptable IMO). Called to make a warranty claim and it took them about a week to come out and evaluate. They said it was "normal wear and tear" not covered under warranty. The service tech's suggestion was to buy a lint remover from Walmart and go over the entire thing. Begrudgingly we did and the pilling came back within a few weeks.

Needless to say, that sofa ended up being our basement couch and I will never buy another poor quality item from Art Van.

posted by idinspired on Apr 04, 2017 at 08:04:24 am     #  

"Needless to say, that sofa ended up being our basement couch and I will never buy another poor quality item from Art Van."

Do they offer anything but? I grew up in the Detroit area so am very familiar with AV. They were always considered the Earl Scheib of furniture stores.

posted by Foodie on Apr 04, 2017 at 09:13:36 am     #  

They only the advice to buy a cheap lint remover and perform "period maintenance" ourselves. Their stance was that the pilling was acceptable wear and tear and not covered under warranty. I had several frustrating phone calls with customer service that amounted to nothing.

I tried to keep up with it for a while and I was spending over an hour every two weeks before I gave up and we got a new sofa elsewhere.

posted by idinspired on Apr 04, 2017 at 09:21:19 am     #  

and we got a new sofa elsewhere

I'm reading between the lines that elsewhere worked out fine. I am looking for chairs. Haven't bought at Art Van yet. But they do have a chair I like. Kind of pricy though.
Where is elsewhere? :)

posted by justread on Apr 04, 2017 at 09:25:56 am     #  

Elsewhere? If you insist on the really high class stuff I'd suggest Craig's List, but I've seen plenty of perfectly good sofas and chairs sitting out by the curb. Just take your pickup and go for a drive.

posted by madjack on Apr 04, 2017 at 09:55:49 am     #  

I would prefer the plastic still be on, even if it is a little yellow. So yeah... the high class stuff.

posted by justread on Apr 04, 2017 at 10:24:05 am     #  

ehhh... madjack... what about bedbugs!

posted by toledolen_ on Apr 04, 2017 at 10:35:25 am     #  

toledolen_ posted at 11:35:25 AM on Apr 04, 2017:

ehhh... madjack... what about bedbugs!

Keep that in mind next time you have a seat in a public venue such as Huntington Arena...................

posted by Foodie on Apr 04, 2017 at 02:01:12 pm     #  

We've bought furniture from Elder-Beerman - they have an extensive department upstairs at Westgate.

Strangely enough, I had to return a cheap mattress to them under warranty. The guy they sent out told me all about the mattress/warranty/inspection business.

The stores that sell the mattresses don't issue refunds unless the manufacturer is agreeable. The inspectors they send out are usually independent contractors who work for numerous mattress manufacturers. They tend to be ultra-trustworthy types (like retired military or similar) because they have access to lots of people's bedrooms :) They're not $10-an-hour warehouse guys sitting around waiting to get on the truck. If they judge the mattress problem to be warranty-worthy, using the parameters established by each company, then a store truck gets scheduled to pick it up.

So there can be an extra layer between you and your refund.

posted by viola on Apr 04, 2017 at 04:15:52 pm     #  

One thing I could count on at Art Van was never talking to the same person twice. So, today I finally talked to a Dave maybe a manager in the delivery dept. He promised delivery tomorrow and I would get a call back with a time frame. So, when I received the robo call with the time window. I called back again to verify and confirm. Of course another new person. This time I offered no information but my order number, rather I asked them where they where delivering ? What special instructions were on the order?(fishing for the call ahead) and the number the driver would be calling? (again fishing for accuracy). let's see how it turns out.

posted by toddhuey on Apr 04, 2017 at 05:19:05 pm     #  

the fact that they have 400 sales people on the showfloor says a lot about their business model. they sell some cool stuff but i will never give them my money.

good luck!

posted by upso on Apr 04, 2017 at 05:55:00 pm     #  

Well, delivery window was set 11am-2pm and I received my 30 min. call ahead at 9:35am (I guess better early than late) anyway they told me they would be 30-45 min. I told them I would be there. Fortunately, was not in the middle of an appointment during this hour before the given window . I was about 7 min. from my home when I received the call so I waited about 15 min. before leaving. As I was leaving the delivery people called again and asked why I wasn't home.(about 20 min. have passed) At this point I didn't say anything continued home and got the foundation replaced. End of rant, hopefully I don't have to deal with this company again.
Just WOW

posted by toddhuey on Apr 05, 2017 at 08:26:15 pm     #  

Thanks for the heads up. We are looking for a new mattress and Art Van was a story we were going to check out. Avoiding them now

posted by classylady on Apr 05, 2017 at 10:27:27 pm     #  

toddhuey posted at 09:26:15 PM on Apr 05, 2017:

Well, delivery window was set 11am-2pm and I received my 30 min. call ahead at 9:35am (I guess better early than late) anyway they told me they would be 30-45 min. I told them I would be there. Fortunately, was not in the middle of an appointment during this hour before the given window . I was about 7 min. from my home when I received the call so I waited about 15 min. before leaving. As I was leaving the delivery people called again and asked why I wasn't home.(about 20 min. have passed) At this point I didn't say anything continued home and got the foundation replaced. End of rant, hopefully I don't have to deal with this company again.
Just WOW

I appreciate the totality of how difficult this ended up being, and I will think twice about buying from Art Van. I can tell you had quite the frustrating experience. I am not glad for your experience, and I am not trolling you or insulting you with what comes next. I know this was not the only link in the chain of inconvenience, and there was prior frustration with phone numbers etc.

But some of your expectations are clearly not informed by any prior professional experience doing service or delivery. Or you are being hyper-sensitive because of the prior frustration. An hour before the window??? What kind of ungodly act is next? Ask to use the bathroom or kill my children?
You drove 7 minutes home to find the delivery there waiting for you, you got it replaced and you moved on. No harm, no foul. They waited for you, not vice-versa. This is called a "good day."

I once had a guy in my driveway when I got home at 4:15 for an "after 5:00" appointment. I knew they were estimated times and the day would go fast or take longer. I worked out of a truck for many years also. You know what I said to the guy who was 45 minutes early?
"Hi. I hope you didn't have to wait long." He said "I'm so glad you are here. My 3:30 was a no-show." By 5:00 we were both finished. Another good day.

I was about 7 min. from my home when I received the call so I waited about 15 min. before leaving.

The dance of trying to meet people at their homes at exact times is not made easier by people who try to time it to the minute. I have found getting home a half-hour before the appointment works great and is less stressful for everyone. People used to have to take the entire day off. This is still better. Another pro tip is to provide only one phone number as your primary contact.

Anyway... pleasant dreams on the new foundation. Thanks for the heads up about Art Van.

posted by justread on Apr 06, 2017 at 10:49:03 am     #   2 people liked this

Justread, you are correct that I may be over sensitive to this type of issue. I have asked those around me if I may be over reacting. I to am in a customer service oriented business in which I interact directly with our customers for services they need. I pride myself on my prompt and accurate arrival times when I make arrangements with them. We go as far as exact time appointments because we may need to coordinate with other vendors at the same time for the same customer. I am probably harder on myself when these appointments aren't met. I have taken no offense to your comments I just wanted you to know where I'm coming from. My rant only started because after talking to these people trying to understand their process, only one of at least eight different people seemed genuinely concerned about this issue. But hey, it's water under the bridge now and a lesson learned. Thanks for your feedback

posted by toddhuey on Apr 08, 2017 at 09:40:15 am     #   1 person liked this

Well, you saved me from making a purchase I was thinking about.
Still looking for a good "elsewhere."

posted by justread on Apr 09, 2017 at 06:44:41 am     #  

Good luck my friend, I hope it works out for you.

posted by toddhuey on Apr 09, 2017 at 04:12:01 pm     #