I hope the following can help prevent at least one person from ever purchasing anything, especially furniture from Sears Canada.
We purchased a number of Natuzzi leather furniture items to furnish our basement. The problems started with delivery - almost a week late. Beyond that, the delivery people would not move the furniture into my basement even though we paid for delivery so I had to enlist my own help to get the furniture out of the hallway of the main floor and into the basement.
It wasn't too long before the leather started to separate from the foot-rest when the recliner was extended on 2/3 chairs and the sofa. I took it upon myself to just fix it... pulled out my staple gun and problem solved. The real problem started a month or so ago and the hardware for the recliner in the sofa is broken leaving the sofa back always in a reclined position. This furniture gets used only every couple weeks or so whenever we watch movies and I would think that a sofa that is only two years old with minimal use would last longer... especially given the cost.
I submitted a request to Sears online to have someone come out and look at the problem and fix it. I was told there is nothing Sears can do because it was no longer under warranty. Well guess how long the warranty was expired before I reported the problem... yep... 1 WEEK!!!
Again, I complained about how ridiculous it was that they would not stand behind a very expensive product that was only a week beyond warranty. I am told there is nothing they can do and that they have to follow their procedures and policies.
If a company is not willing to look at least a little outside the box and stand behind the product they sell then they should not be in business. The service has been pathetic and rude and this is a huge slap in the face considering the dollars that were spent there only a couple years ago. I will never purchase a single item from Sears and I will do my best to let everyone I can, know that Sears will take every opportunity they can to back out of doing the right thing no matter how much or little you spend.
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