VENETIAN FURNITURE

Purchased a brand new sectional sofa from Venetian Furniture in March 2013 for $2,800 and paid an additional $300 for a 5yr extended warranty In February 2014 we contacted them because the Chair recliner and the Chaise recliner were defective, the Chaise would not recline and the Chair reclined but the metal frame scraped every time. Plus the fabric was coming away from the frame. They sent out a technician who fixed the Chaise - great. He then looked at the chair and said that he couldn't fix it it needed to go to the workshop. We contacted Venetian to set up the collection of the Chair, instead they tried to send out another technician. Eventually after several phone calls they collected the chair a month later and told us it would take a couple of weeks to fix. A few weeks later I phoned to enquire about the status of my repair since I had heard absolutely nothing. Apparently it was fixed and they would deliver it the next week. The truck arrived with my chair, the men unloaded it and were just about to bring it into my house when I stopped them and told them to put it back on the truck and take it back. The Chair had not been touched, the fabric was torn instead of fixed and the framework had not been fixed. More phone calls and more promises from Venetian. I even went to the store and spoke face to face with one of the Managers to communicate to him how disappointed I was with the service and lack of communication and received a promise that it would be fixed. A few weeks later they once again tried to deliver my chair, again it hadn't been repaired. I phoned the manager and was promised a complete replacement since apparently they were unable to fix it. The chair went back to the workshop. I was told to expect my new chair in 3-4 weeks. 4 Weeks later I called to see when I would be getting my new chair and made arrangements for it to be delivered in a few days. My chair arrived and it wasn't new, it was my old one which had finally been fixed. Yet another call to the store and I was informed the Manager had left and that it wasn't store policy to replace the chair and I would have to contact the warranty company. So overall it would appear that the staff do not have a clue about customer service, the staff are not trained at all, the girls who answer the phone have no concept of professionalism and part of the mix up was blamed on the "new girl". I have absolutely no intention of spending a cent there again and will happily recommend to others to go elsewhere.