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2021-09-08
1/5
Furniture Failure Eastporters Non-Responsive
"Being informed is being forewarned. Please stay away from this furniture as our experience has shown it is uncomfortable for extended use and certainly does not hold up. We bought this Chinese made furniture by Valencia, the Oxford two and three seater for our family room a year ago. This was the biggest mistake we ever made in our lifetime. Since there was only two of us we only used the two seater as it had the best TV viewing position. The furniture started failing in only 8 months with regular use during pandemic lockdowns and the fall and winter weather. The foam cushioning flattened and the springs started sagging.
Up until this time we had only ever purchased Canadian or American made furniture which even after 15 and 25 years is still fully supportive and still looks new. This Valencia furniture’s manufacturing was moved to China a few years ago to make it cheaper both in build quality and production cost. We bought this furniture online and our delivery was late with excuse after excuse we finally got it. They had the wrong dimension published on the 2 seater which was wider than stated. Now you would think that anyone with at least some intelligence would know that when you change the configuration of the 2 seater and add a centre console that you might need to change the overall width, well they didn't and we had to tell them. Our existing end tables were not going to fit in the wall space. Because of their incompetence, the smaller end tables set us back $1000.00 even with the small credit received.
The 3 seater centre seat had defects with a crooked headrest and the seams in the seat did not match with the two end seats so another small credit was issued. As I stated this furniture had failed to maintain proper support due to flattening foam and sagging springs It got so bad that back issues and sciatic nerve pain forced the discontinuation of use.
We contacted Valencia as this damage was supposed to be covered 100% in the first year of the warranty. They only fully warranty this furniture for one year. They clearly expect this furniture to start failing in the second year and beyond as that is when it is prorated. Even if it is repaired or replaced it will clearly fail year after year until the prorated warranty fully expires. At that point you might as well send it to the land fill. You know the old saying “you get what you pay for” well in our case with this expensive furniture we clearly get a lot less.
Believe it or not, now it gets even worse as we contacted Ahmed in customer service to replace or repair the furniture under the 100% covered first year of warranty and he eventually stops responding to our repeated emails. Clearly he believed ignoring the problem would make it go away. Then we contacted the manager Gary and he said he would check with customer service, How pathetic is it that the manager has to run it by customer service, is the incompetent Ahmed in charge? We never did get a reply from Gary, This tells you all you need to know about how disreputable this company is. They even go as far to remove my reviews because they know they can't respond since everything we say is true.
Since they would not respond for months after first contact we ordered new Canadian made furniture. We have taken two other retailers to court and won easily and we will see them in court as well. Of course we will bring two sections of this furniture, one failed section and one unused section for the judge to see and sit on to judge for themselves how bad this furniture has failed. We will request a judge order them to fully refund us on return of the furniture. Our experience dealing with companies like this is that judges have total disdain for them tying up the courts unnecessarily."
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