Feb 1 2009 We bought a sofa and love seat set from BAD BOYS FURNITURE store in burlington along with a Solid gold leather warranty protection to cover and damage and repair to the furniture that might occur or need to be fixed over 5 years. 3 weeks after we received our love seat the leather started cracking. Called the store and spoke with Scott (floor manager and our sales man) he said to wait for a year before getting it replaced to get the most out of our warranty and just incase something else happened to it we could get it all fixed at once. So in Jan 2010 we called Bad Boys again to speak with Scott and he had then left the company and was advised to called Maga seal (warranty company) and spoke with a lady named Kara, so we did and a man came out to look at the love seat and then advised us that the warranty was not valid on the love seat because it was a bi-cast leather. He also said that it looks like the sofa wasn't sealed properly or at all and thats why it was cracked and peeling. He gave his report back to bad boys. January 25th I called bad boys store to speak with the store manager (George), who said he would "look into the matter" and get back to us. Jan 28th I called the store back to inquire about what was happening and was told that there was nothing that they could do for us and we were sold the warranty accidently and should be refunded the warranty. I had stated that that was not our fault and that should should rectify the problem since the floor manager at the time (scott) signed off and help with the sale. We should be entitled to a new love seat. After George disagreeing I asked to speak with another manager and was told to call Sara Chevallier at head office (customer care rep) to see what she can do, so I did. I left her several messages on the phone and finally heard back from her in the middle of Feb 2010. She said that I needed to deal with the store directly and told me to call the store back and talk to the store manager Sri. For the month of Feb and March 2010 my family and I made several store visits to talk with Sri regarding the love seat, damage, warranty, us wanting a refund. We were very upset that we were getting transfered from one person to another just to try and solve what we thought was an easy problem, just order a new one to replace the damaged one. We left endless messages with the store with Dianne and Heather for Sri to call us back and was often told "Sri is with a customer" or "Sri is not in today". April 2010 we went into the the store and Sri advised us that he was trying to get a replacement love seat in the same model (Milford) and he was waiting to hear back from the company. May 2010 we had a message left on our machine that he was not able to reorder the milford sofa because it has been discontinued. For the next year numerous phone calls were made along with store visits to still try and rectify the problem. Sri refused to refund our money or allow us to order another set. In the mean time Sri, as I was told "took a leave of absence to be with his brother who was dying". In May 31 2011 we went into the store again to hopefully finalize this and we were allowed to order a new set with a credit from the damaged set. We ordered a brand new set (sofa, love seat and chair) and was told that it will arrive in 6-12 weeks. In September we called and it wasn't in yet and called on 5 other occasions. October we called again once a week. In November I went down to the store AGAIN and spoke with Sri and he called the warehouse and said that we received the set and it was delivered to us. We never received the set and he told us that it was delivered to another customer accidently and he would have to re-order it. Nov 7 Sri re-ordered the set and told us it would be there in end of January beginning of Feb 2012 because of Christmas, there might be a delay. January 24th I went into the store and spoke with Sri and was told it should be there any day. Feb 2012 I have called the store, Sri no longer re turns my calls and have left the message with Dianne, Heather and another young man on the phone. I have gone into the store and he is either in a training session, off or away. When I call he is "with a customer". It is now April 24th and we still do not have our furniture or solved the issue with the damaged love seat. At this point we want a full refund for the original sofa set and a full refund of our warranty plus compensation from the company for all our time.