I bought a reclining leather sofa set (sofa, loveseat and chair) from Tepperman's Furniture in May 2007. The sofa set has one-year manufacturer's warranty. In November 2007, I noticed all three pieces of the sofa set started ripping at the back of the armrests. I contacted Tepperman's Furniture and was told that the ripping is covered under warranty. But, they cannot fix the ripping. They gave me two options: keep the sofa set as it is or return the sofa set and get refund. However, they will charge me $500 as so-called user fee since there were a few very minor scratches on the sofa set.
Later, I had somebody helped me fixed those scratches. But, they still charged me $250 user fee. One person from the customer care department in Tepperman's Furniture told me the reason for the user fee is I used the sofa set for six months. Another person told me the reason is the scratches were not fixed by Tepperman's Furniture, so, the sofa set is not resalable. When I asked what their general policy on user fees is, I was told that the customers would be charged for user fees for the products with defects covered under manufacturers warranty unless the products are at the exact same condition as the day we got them (This does not make sense to me.).
In addition, I was not informed the so-called user fee when I bought the sofa set (even the salesperson who sold the sofa set to me admitted that she did not know this user fee) and I have never got a clear answer on how the user fee is calculated. It seems to me that they could charge any amount user fees. One of their customer care people even said to me that they could charge me the whole amount of the purchasing price as the user fee (which means that they could take away my sofa set for free?).
In summary, they took the sofa set back because they cannot fix the problems covered under manufacturers warranty. Therefore, I should not be charged for the user fee by Tepperman's Furniture.
So I am warning you look over the stuff you buy from Tepperman's Furniture and beware the so-called user fee.
Unhappy customer
London, Ontario
Canada
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