ComplaintsforDarvin Furniture & Mattress

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a leather couch and love seat from ****** Furniture on August 1, 2020. I purchased a 5 year warranty. After 4 years my brown couch is turning orange. It's not from wear, not from fading, and it's on the side of two cushions not where you sit. The warranty company will not replace the cushions because they changed color. I sent them pictures of how beautifully I've taken care of my furniture. They would only replace the cushions if I had spilled something like wine, put a burn **** on it, or punctured it. If I had known my furniture would change color (not faded) after 4 years I would have purchased from somewhere else. They need to warn customers that you only have 4 years before it changes color. Also, they could see by my pictures it is not facing the sunlight.

  

  Business response

  10/26/2024

  We have reviewed your claim. Darvin offers a 1 year defect warranty with all products sold new. The 5 year policy covers accidental damages that are not covered under the factory defect warranty for 5 years from date of delivery. I see your purchase was delivered in 2020, the Darvin warranty has been fulfilled. In reviewing your photos, it does appear to be normal wear. I have included a photo that was forwarded to me from the *** claim. If you have any questions regarding your claim I have included their contract with coverage details and contact information.
  ******* *******
  *********************************************************
  ******************

  Customer response

  10/28/2024

   
  Complaint: 22469910
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/28/2024

  If you have any questions regarding the 5 year FCP policy, they can be reached at  ************

  Please let me know if you have any questions. I can be reached in store if needed.

  ******* *******

  *********************************************************

  ******************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On or around 6/8/2024, I purchased (1) queen ******* set in the amount of $1901.79 and (1) queen ********************** set in the amount of $685.48. Upon delivery of the furniture, the movers was unable to complete successful movement of the boxspring due to stairwell in the home. I was informed that I would need a split box spring. I requested the movers to return the boxspring to Darvin's store and I would go and purchase a split boxspring. I immediately returned to the store and spoke with manager who advised that since the boxspring was still enroute back to the store, I would have to repurchase another boxspring and once the other boxspring was returned to the store, I would receive a credit to my Darvin's account. As of today, I have not received a credit for the return of the orignial boxspring. I was further advised by the manager and salesperson that I would not be charged any additional monies for the split boxspring. I reached out to the store on 7/12/2024 but was unsuccessful in resolving the issue, as no one could tell me if a credit had been applied to my Darvin's account.

  

  Business response

  07/18/2024

  6/5/2024 Order ********* $1134.46
  The breakdown of this order is as follows, mattress $699,foundation $200, protector $129.99, free frame, $105.47 tax. This totals $1134.46 A deposit was placed by **** for $283.61 which left $850.85 financed.
  I have included a copy of the original paperwork signed in store on 6/5 with the FINANCED amount of $850.85. I also have included the adjusted copy that was submitted to the finance company with the FINANCED amount of $685.48. A third receipt is also attached showing a portion of the deposit that was credited back to the **** as a result of the foundation coming back on the truck.
  The customer has been calling looking for a credit. There was an adjustment prior to submission to the finance company. All copies are included with this response. If there are any further questions I can be reached in store.
  *****************************
  *********************************
  ******************

  Customer response

  07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did speak with the credit department who explained to me how the transaction was appropriated after purchasing the second box spring.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/27/2023, I purchased a zero gravity sofa ($964.99), recliner ($579.99) and FCP Comprehensive Plan ($189.99) from Darvin located in Orland Park, **. On 6/10/2023, the sofa was delivered but the recliner was on back order. On 8/23/2023, the recliner arrived. 30 days after having the recliner, I called Darvin to report a squeaking nose with the chair. I let the representative know that I was moving to the next building and the representative never stated that moving would invalidate the warranty. In October 2023, a technician came out to my new home, inspected the recliner and said the bolts inside the recliner were loose. The technician drilled more bolts in the mechanism. This lasted for approximately 90 days. I called Darvin to complain about the chair and another technician came out on 3/21/2024. The technician said the chair was faulty and would let Darvin know. On 3/35/2024, I received an email from Darvin *************** refusing to honor the contract because I moved. I have reviewed the contract and nowhere in the contract does it say moving voids the warranty.

  

  Business response

  05/16/2024

  5/27/2023 purchase placed order #********* (rear of receipt attached for reference)
  6/7/2023 partial delivery
  8/24/2023 remaining order delivered
  10/2/2023 customer called regarding a squeak under the seat when she sits down
  10/26/2023 third party service tech inspected and tightened bolts that were loose, appeared normal wear, no defects noted
  3/5/2024 customer called us regarding a squeak and requested replacement chair, we advised inspection is required before we can make any decisions on service results, we advised customer this would be a courtesy service as she had moved and no longer under warranty, customer agreed and thanked service associate
  3/21/2024 third party inspection advised MFG defect, new mechanism necessary
  3/25/2024 notified customer of details and we have a mechanism ready for install, the third party service Trico would be contacting her to schedule the installation at no charge
  3/26/2024 customer declined to schedule the installation of new mechanism and advised she would be taking legal action.
  3/26/2024 all service orders closed, all associated including third party service advised of legal action
  Order ********* is no longer under warranty as a result of being moved from its original delivery address. Darvin has offered a free courtesy service to inspect and replace defective mechanism free of charge. We have included the rear of customers receipt for reference. ********************** has went above and beyond to help accommodate the customer in this situation.
  At this time we can still offer to replace the defective mechanism as a one time courtesy service.
  *****************************
  *********************************
  ******************

  Customer response

  05/16/2024

   
  Complaint: 21707721
  
  I am rejecting this response because:
  Nothing in the contract specifies "moving" invalidates the contract, only "transfer ". I m still the owner of the property. A reasonable person would expect furniture to perform longer than 30 days of receipt. Since the company refused to replace the chair on the initial call, I have no choice but to have them come out and to repair it. To date, no one has contacted me to schedule a service visit 
  Sincerely,
  
  ***************************.

  

  Business response

  05/16/2024

  I will reinstate your mechanism replacement paperwork and forward it to the third party service associates. They will contact you within the next week to get scheduled. I have included the rear of receipt with the warranty details highlighted for future reference. Please note this service call to install the new mechanism is a one time courtesy. 

  *****************************

  *********************************

  ******************

  Customer response

  05/16/2024

   
  Complaint: 21707721
  
  I am rejecting this response because: I accept the repair but I called the company before moving and reported the issue. 
  

  

  Business response

  05/16/2024

  I do apologize for the circumstances that occurred before you moved. The defect was noted after you moved. Our service **** has reached out to the technician. The technician will be contacting you to schedule this one time courtesy service at no charge to you.

  *****************************

  *********************************

  ******************

• Initial Complaint

  03/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Darvin Furniture has reported my credit account as delinquent for more than ******************************************************************************************************* missed payment, and the account is on autopay with a valid and up-to-date debit card. I am a 100% disabled veteran, and this is threatening my credit and livelihood. I have never missed a payment on any account and am in excellent standing. I am disheartened with Darvin's customer service and treatment of veterans. I want Darvin to rectify the situation by making my credit whole, and if need be, I can pay the entire balance and close my account. Money is not the issue. Please help!

  

  Business response

  04/05/2024

  I have looked through past purchases from *********************************.I found a purchase made 6/12/2022. This order was delivered in 3 portions.These delivery dates were 6/21/2022, 6/23/2022 and 8/6/2022. Darvin submitted the finance amount on the day of each delivery and was paid by the finance company ******** ******* is the company that financed this order for the consumer. ******* mails statements on the 24th of each month and the payment is due on the 19th of the following month. This consumer signed up for auto payments. An auto payment was transacted on 1/22/24 and was declined for insufficient funds. The auto payments have been frozen due to multiple returned payments. There was also a returned payment in August 2022.According to the terms of ******* it states:
  
  If a customer has two returned payments, they are unenrolled/frozen from recurring payments until they consistently are able to make 6 consecutive on-time payments.
  
  The ******* customer service phone number for assistance is **************
  ******* / *********** Services would need to be contacted for assistance. They also have an online portal, this portal has a Billing Dispute Form that can be found under the menu at the following web address
  www.myonlineaccount.net
  If I can be of any further assistance please let me know.
  *****************************
  *********************************
  ******************
  

  Customer response

  04/06/2024

   
  Complaint: 21511098
  
  I am rejecting this response because:

  it does not address the matter at hand and contains superfluous and irrelevant information. I know TDs policies and at the time of this claim my auto pay was and continues in effect and I am not unenrolled. The fact of the matter is that Darvin did not communicate my failed payments or provide the opportunity for recourse in the time following the failed payment. I would ask for Darvin to provide dates and times for any messages or information sent concerning the matter at hand. As far as I know there are none, and I should have received an email, phone call, text message, or some form of communication letting me know my payment failed and providing recourse. This response is yet another example of Darvins sad excuse for customer service and poor treatment of disabled veterans. This has nothing to do with ******* and everything to do with Darvins failure to maintain proper communications and accountability. If Darvin can so easily affect my credit, then I should be able to hold them accountable just as easily. 

  Sincerely,
  
  *********************************

  

  Business response

  04/11/2024

  I do apologize for the misunderstanding. Darvin uses TDBank for their finance options available. Your debit is with TDBank. TDBank sends out details with your statement on the 24th of each month. TDBank does not notify Darvin of your payments (approved or declined). Please understand Darvin has not submitted any information to the credit bureau regarding your account with TDBank. TDBank/Retailer **** Services has notified the credit bureau as you signed a credit agreement with them for a finance term listed on your statement. If you have any questions regarding your debt with TDBank, you would need to contact them directly for assistance. They can be contacted at **************
  
  *****************************
  ******************

  Customer response

  04/11/2024

   
  Complaint: 21511098
  
  I am rejecting this response because:
  
  First of all, thank you for the information. Second, I purchased/ financed the goods through your company as the retailer and I would ask that at the very least, you all liaise between myself and TDBank. The credit report displays TD/Darvin as the reporter so I would appreciate a letter of support on your behalf to TD Bank. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two accent chairs, and one loveseat. One of the chair cushions is like 3-4inches from the frame. First, I was advised there were no more chairs in that model, so I did some research and found that the company was able to get the same accent chairs. Darvin sent two more of the chairs out and the cushions were more than 3-4inches from the chair frame, so I declined the delivery. Darvin then requested I go back into the store to reselect; however, I went in twice over a 6-month period and was unable to find accent chairs that worked for my decor. I have been working on this issue since July and offered to come back in and select a couch and two accent chairs that would match my decor. The employee I worked with over this six-month period knew that I offered to reselect a couch and two accent chairs, however, she took her time in resolving this issue and responding to my request, which she declined in December. ******* this time I have noticed the loveseat is now showing signs of poor durability and poor quality. I have been a loyal customer off and on for 23 years and have never been subjected to such poor quality and customer service. My phone calls to the employee I worked with trying to resolve this issue were not returned in a timely manner, she dragged out my request to have my purchase returned and has since declined to allow a full resection. In addition, I called Darvin and requested to speak with a manager twice and no manager name or phone number was provided.

  

  Business response

  01/22/2024

  7/2/2023 ORDER placed 182840540 $899.98 (chairs)
  7/22/2023 order delivered
  7/25/2023 customer advised chair cushions do not match in size
  7/31/2023 tech visited home and advised unsure which is incorrect will order new cushion
  9/2/2023 tech attempted to install cushion on chair that over hangs, cushion same size and cushion is larger than frame
  9/6/2023 called customer to offer $150 to keep in home
  9/9/23 customer stated she will be in ********************** to reselect
  10/10/2023 advised customer we confirmed with factory chairs available
  10/27/2023 customer called in asking for update, chairs still on order waiting for shipment
  11/17/2023 advised customer new chairs were in and ready to schedule
  11/24/2023 delivery attempted and the 2 new chairs have a cushion that is larger than the framing
  11/27/2023 verified with factory chairs are correct and style *********** that is larger than the frame no defects and up to spec
  11/27/2023 advised customer the one chair in home with smaller cushion is actually the defective item, new product that was delivered is correct and defects per factory, it was noted customer prefers smaller cushion and reselection was authorized or $150 credit to keep chairs in home
  12/1/2023 spoke with customer regarding $150 discount and she asked if we would consider increasing credit to keep the chairs since she has been unable to find replacements to go with her leather loveseat, offered to extend reselection as new merch will be added to showroom
  12/16/2023 offered customer $200 to keep items in home or offer of reselection is still available as we extended time frame again
  1/3/2024 texted customer for update or scheduling of exchange options, no response
  1/9/2024 contacted customer needing update to schedule or cancel exchange, she declined to schedule
  Please note from the above time line, Darvin has been very responsive in attempting to assist with offers of discounts, servicing and multiple extensions for exchange possibilities. At this time our offer to keep chairs and a $200 credit to keep in home is still available. We are extending the option to exchange for full credit $899.98 plus tax $87.75 until 2/22/2024.If no reselection has been made we will no longer be offering any extensions.The factory has verified the product we attempted to deliver on 11/24 has no defects and meets all factory standards and specifications. We understand the consumer prefers the slimmer look and we have gone above and beyond to offer discounts and reselection offers.
  *****************************
  ******************
  *********************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 9/27/22 we purchased a power reclining sofa and love seat. From Oct-Jan we traveled 4 weeks. Jan 3rd we went to ******* and returned April 1st. So, this furniture had less than 6 months of use. When the in home agent came out the first time, I explained this to him as he continually told me our problem was wear and tear. I said, it barely had 3 months of use on it. He took pictures. The loveseat's one side was broken down and felt like you wear sitting on the floor and the sofa was out of line. The left side was higher off the floor than the right and the seat on the left was out of line with the rest of the sofa. When the agent left, I didn't think anything was going to happen. Darvin called saying the agent was coming back to do repairs. Those were replacing a scissor mechanism in the sofa and replacing the cushion in the love sear. We were gone a month, upon return, we had company who noticed that sitting in the love seat you fell to the left. I called Darvin again the next day. They sent the same agent out and again stated wear and tear. I said we haven't been home, this is not wear and tear, it's poor workmanship. He says it takes time to break in, sit more toward the other side. This is impossible, as I stated, when you sit down, you literally fall to the left. I waited 3 weeks to hear from in home service before I decided to call them to see what was going on. They said the agent reported it's wear and tear and nothing much more they could do. I tried to reach the salesman but he never called me back, finally talked to his manager who said he couldn't do anything, I had to deal with in home services. I called them back and asked to speak to the manager there. She said that because the agent is saying wear and tear, the only thing she could do is contact the manufacturer. I told her we were in worse shape than before the agent replaced the cushion. I don't know whether he didn't do it properly but we can't use the love seat any longer.

  

  Business response

  08/14/2023

  Customer placed order ********* on 9/**/**. This order was delivered on 9/27/22. Customer contacted our service **** 4/28/23 stating unhappy with upholstery gathering and alignment of reclining seat sections.Customer responded to our email also stating the seat is sinking where spouse sits regularly. On 5/10 a tech visited the home and stated it appears the brackets were bent and cushion was shifting due to use and location of sit and leaning toward end table. Tech did order new brackets and advised they would replace the brackets and seat cushion due to shifting. 6/1/23 brackets and cushion core replaced. On 6/20/23 customer called stating the cushion on this one seat was worse than before. Photos shows no defect. Tech was sent back to home for inspection and found no further defects. Advise customer of density /wear and tear of foam cushions. Advised customer in order for seat to wear evenly it is recommended to sit in the center of seat. Advised customer on 7/29/23 that we would notify the factory of findings.
  Cushions do soften with use. Some seats will soften quicker than others based on seating habits. Photo attached shows set is in home almost 1 year and still looks new. Cushions will continue to soften over time as all foam has a breakdown that occurs. This collection has been serviced within the 1 year warranty for bent brackets and cushion shifting and now meets manufacturer standards within the 1 year warranty.
  *****************************
  *********************************
  ******************

  Customer response

  08/14/2023

   
  Complaint: 20436956
  
  I am rejecting this response because:  It is not completely accurate and even they admit that the furniture looks like brand new.  This furniture has less than 6 months of use on it.  And them stating it's almost a year old, well, this whole thing started the first part of April.  They've dragged it out this long. If you want to see plane tickets and reservations, I can provide it but I hope it won't come to that.  We're rarely home.  I invite you, a Darvin rep, and a manufacturer's rep to come to my home and try to sit in the middle of the cushion.  It's impossible.  Yes to look at it, it looks fine.  But the minute you sit down IN THE MIDDLE, you fall to the left.  There is a giant lump in the middle with no way to pound it out.  Trust me, we've tried.  You can't sit in the middle, so that's not an option to level it out. So we no longer sit in it.  I am making payments on something that is defective and unusable.  This seat was not like this prior to their in house agent came and dismantled it in my family room and put it back together.  The craftsmanship is obviously not up to par.  The agent's indifference to things I was telling him are apparent in his workmanship.  The fact that they had to replace mechanisms and cushions in such a short period of time is evidence of the quality of this furniture.
  Sincerely,
  
  ***********************************

  

  Business response

  08/22/2023

  Flexsteel has several outside services they can be used for authorized inspections. We have asked a secondary service to contact the customer to schedule a time and day for inspection. I received communication from them,they stated they scheduled an inspection for 8/30
  Their service will provide feedback directly to the factory regarding standards and advise if parts or replacement is necessary. If they find that product is also up to factory standards no further inspections will be completed. They will advised us, Darvin within 7 days after this inspection.
  *****************************
  *********************************
  ******************

  Customer response

  08/31/2023

   
  Complaint: 20436956
  
  I am rejecting this response because:The reason you did not hear from me was that I was waiting for the new repair company to come and look at the furniture.  They only came today.  This agent feels that the furniture does need repairs and will report it to Darvin.  He found it unusual that neither piece of furniture had any tags saying what brand the furniture was or model.  Nothing.  So, I'm not ready for this to be closed as I said, I now have to wait and hear back from Darvin as to what they plan on doing.  The options you gave me when you sent me the last correspondence either had me accept Darvin's offer or close the file.  I can't except something that hasn't happened yet.

  
  ********************************
  

  

  Business response

  09/01/2023

  We sent a second tech service out for re-inspection. We have offered a 1 time courtesy exchange due to condition of the cushion. We have explained that the cushion is breaking down irregularly due to the customers sitting habits. Leaning into the arm of the chair. It is recommended to sit in the center of the seat for even wear on the cushion and springs. If there are any questions regarding this exchange I can be reached at the store for further assistance.

  *****************************

  ******************

  ********************************* 

  Customer response

  09/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yesterday afternoon 7/9/23 we purchased furniture. Even though we could have bought it all flat out we decided to FINANCE half. We were told this was basic financing and paying to THE STORE. When we did the financing process we were never told we were applying for a credit card. The paperwork was rushed and hidden from us and the woman doing it turned her back several times hiding paperwork. Over 15 questions were asked to her and she lied, scammed, and avoided explaining this was for a credit card. After we kept showing us the receipt she says okay your credit card will be in the mail we asked specifically if this was bank or through the business and she said its through the business she rushed us so we wouldnt know. This was a fraud process and very concerning for a customer we were never told this was a credit card. Her response to our concern was well it is not a big deal just buy more furniture. I cant cancel the credit cardThis is not legal in any way

  

  Business response

  07/13/2023

  Hi *********, I have reviewed details and see you do not have any orders nor any account with us. I can confirm the gentlemen that you visited the store with, *********************** does have an account with us. Our finance **** would have gone over personal private details with him at time of checkout. ****** was given a pamphlet upon opening an account with us. If he has any questions please ask him to contact us. I do apologize if these details were not gone over with you but finance details and account information is private and can only be discussed with him, as he is the account holder.
  In general please be aware we offer finance options through 3 companies. ********* ******** *****) ************ provides finance options of no interest or fees for a term of time. Terms vary based on your credit and which lender you are approved with. We offer terms that vary 90 days, 12 month or possibly longer based on the sale running. Each of these terms offer a no interest options if paid in full during the term granted. For additional information please contact us for assistance. (****** can refer to the disclosure packet provided in store or contact us also.)
  *****************************
  *********************************
  ******************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sectional in Aug 2022. Picked it up on October 22,2022. The springs broke in approximately December of 2022. Darvin said its under warranty so supposedly ordered a new one for me. This is July of 2023 and I still dont have it. I wanted to return the sectional but they refused. This is totally unacceptable, I should be able to have a decent product for my money.

  

  Business response

  07/15/2023

  Order ********* placed 8/29/22
  Order ********* picked up on 8/29/22
  2/8/23 customer emailed us stating that a spring had broken
  2/9/23 in home service responded to email asking for seat location right or left seat
  2/13/23 in home service spoke to customer and they stated right, confirmed location of customer as they are out of our delivery and service zone
  2/16/23 service advised via email that they were our of our service territory, and the customer was advised financial compensation to seek assistance with a local repair service
  2/22/23 customer called and was unaware of the email that was previously sent out, per recorded conversation, customer will look for local service tech and contact us(Darvin) back
  2/24/23 service contacted customer and left voice mail to return our call when available
  2/27/23 customer called and spoke with service manager and was offered a higher financial compensation due to not finding a tech locally,per recorded conversation customer asked us to wait til Wednesday for final determination on what path she will take
  3/1/23 customer called and was able to find a tech that might be able to repair in the area and asked if we would pay the tech
  3/30/23 customer called stating there are no techs in her area able to repair, we offered the customer the option to exchange and made her aware the product is in production and will not be shipping until ****.Customer stated in recorded conversation she appreciated the assistance the offer to exchange instead of offering service
  3/30/23 exchange ********* was entered in our system
  5/31/23 customer spoke to ********************** order analyst and was looking for an update on her exchange. Analyst confirmed it is still estimated for **** shipment but there is additional time involved as it requires transport time, Analyst advised product to arrive week of July 9
  7/5/23 customer was advised through her sales associate that factory is delayed until August
  7/7/23 customer spoke with ******* regarding eta, ******* advised August arrival and would reach out to factory for update and confirm details
  7/9/23 ******* called and left voice mail for customer to contact her when available
  7/10/23 Confirmed possible August arrival and delays are still possible. Offered customer the option to reselect sectional in its entirety. Pick up/drop off required by customer due to our of zone area,customer called back and agreed with reselection offered.
  As of 7/15 reselection option was declined. Customer advised will wait til replacement arrives. Current est arrival is August.
  If any additional information is necessary or needed. I can be reached in store
  *****************************
  ******************
  *********************************

  Customer response

  07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Being as I have no choice unless I spend ******* more. Terrible business! Maybe Ill have furniture by Christmas 
  Sincerely,
  
  *********************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My parents purchased a dining room set. When we got home and assembled it, something didn't seem right. We finally figured out that the top of dining table was really stripy and the color was really different from the one we had seen at the showroom. I contact ***** and send pictures of our dining table and pictures of the one in the showroom. I stated that I didn't like the color variation of the top of the table. I send several emails and they kept telling me a would receive a call and I never did. Now they just completely stopped responding to my emails. I really like the dining table just not the variation of color on the top.

  

  Business response

  06/23/2023

  Hi *************************, I do apologize for the delay regarding the dining table that your parents purchased. When you first emailed us, our staff searched for the order but unfortunately the number you included in your email was incorrect. They attempted to search for your name and found no order history.They also attempted to search order history under the phone number provided and no results were found in our system.  The original email listed order number 112136670
  Later when you contacted us the order number was adjusted *********, the sales associate reached out and left a message at the phone number on file with the order for *************************. Due to the circumstances of this being your parents order the names and order number issues were a simple mistake but caused many delays in offering your parents the offer of an exchange. We do offer an exchange policy within 14 days of delivery with a 20%restocking fee and a $179.99 redelivery/pick up fee. Due to extenuating circumstances,I would like to still offer the exchange policy to your parents.
  Normally we do not allow for exchanges beyond the 14-day policy,but I would like to make an exception. I have authorized an exchange within 10 days of receipt of this notification. Please ask your parents to contact me with any questions regarding our exchange policy. I have sent a copy of the receipt with authorization to the sales associate involved with this purchase.(*********************************)
  *****************************
  *********************************
  ******************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a leather sofa and loveseat from Darvin that was delivered on 6/9/21. I purchased the 5 year extended furniture care plan. A seat on the sofa and a seat on the loveseat both have a broken zipper, resulting in the cushions not sitting in place properly. After going back and forth via email with Darvin for over a week, they finally told me the *** does not cover zippers and it would cost me $200 to fix since the couch is no longer manufactured. To have to spend more money to fix something when I already spent extra money on extended protection? Honestly, the extended warranty feels like a scam at this point and a true waste of money. They need to be more clear on what this plan is when selling to customers.

  

  Business response

  06/15/2023

  Darvin has a long standing policy with customer service. We, **********************, offer a 1 year warranty. The factory and Darvin work together during the first year with any customer issues covered under warranty. Our 5 year Furniture Care Protection Policy is a great benefit and has many coverages included. I do apologize the factory, Darvin nor the 5 yr Policy cover seams or zippers after the first year. Our service **** has gone above and beyond to help in assisting in this matter. Our representative reached out to the factory on 6/6/23 attempting to reorder cushions. We were advised these parts/pieces were no longer available as they had been discontinued. We internally have spoke to our shop technicians and they have offered to assist with service-related issues. Our In-Home Service **** representative ******* did reach out to you on 6/14 with details for assistance. We have offered to assist even though all warranty periods are complete. These additional services have currently been quoted $200 for services/repair, pick up furniture from home and return of furniture to home.If you would like our assistance, please reach out to our service **** for payment and scheduling. Service can be reached at ****************** or see my contact details below. I have included a copy of the rear of your receipt and a copy of the 5 yr policy for reference with coverage details in case you have any further questions.
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