Decor-rest Furniture Warranty

On April 2nd, 2004 I purchased a coach/loveseat combination from The Roomstore. The manufacturer was Decor-rest, a Canadian company in Woodbridge that was profiled by Breakfast television with Jennifer Valentine about 1 year ago. This company advertized a very good warranty. They boast; lifetime warranty on all wood frame construction; lifetime warranty on spring construction; two year warranty on all foam cushions; one year warranty on workmanship. Warranty is exercised through the retailer, in this case The Roomstore.

In March on 2005 as I was doing yoga in my livingroom and noticed that the front/left leg of my loveseat was not touching the ground at the rear part of the leg. The leg is like a cube, and it was resting on only the front part of the cube. I was also having a problem with the material pilling. I contacted The Roomstore and reported this by phone and fax. It took me many phone calls, letters to customer service and conversations with Nelson, the Manager. I was so frustrated with them that I called Decor-rest and spoke with Mary Lou at 1-905-856-5956 x311. I told her the problems that I was having and the lack of help with the retailer. She told me that I could shave the material with no harm coming to the product but that she would put in a call to Nelson and have him action my problems. In the middle of June, 3 months later, Nelson had someone come over to collect my cushion covers. New ones were returned to me on June 25th, 2005. At that time I asked about the leg and Nelson told me he could have a person come over and shave the leg but it might not look very good. He told at that time that he discussed it with Decor-rest and that it was only cosmetic. His recommendation was to leave it alone. He assured me that if there were any problems with it, it would be fixed.

Just this month, May 2006 I noticed that the front panel, directly in front of the leg in question, the material is seperating from the loveseat. There are nails visible and the product is seperating. I immediately looked under the leg and sure enough it was now almost flat on the floor. This tells me that something has given way inside and that's why it is seperating. I called The Roomstore and could not get ahold of them for days. I called Decor-rest, Margaret Matias in Customer Service advised me that they are in receivership. She told me to take pictures and send them to her along with any faxes and information that I had corresponded with The Roomstore. After many emails, Decor-rest has agreed to repair the loveseat providing that once assessed they belive it is a wood frame construction problem. However they will not take care of the pick-up and delivery of the loveseat. I have been arguing with her over and over. I do not have an SUV or a Minivan, not to I have the money to rent a vehicle. I am also concerned about further damage upon moving the loveseat. Margaret says she will arrange for pick-up/delivery but I have to pay for it because I didn't report it within one year. I argued back, that I did, but The Roomstore did not do anything for me and assured me there would be no problem.

My point is this; The loveseat was most likely built with this defected leg which resulted in further damage in the seperation of the front panel; It was reported within one year to the retailer and to Decor-rest themselves.

Decor-rest must be held accountable for their product and the retailers that sell their product. They must stand by their warranty, which states "lifetime warranty on all wood frame construction".

I am just a person with only a certain amount of income. I cannot afford to have this product picked up and delivered. If I was in any way at fault then I would take some responsiblity in the cost of this, but I am not. Decor-rest is responsible for the quality of product that they make and they should be held responsible when the retailer that they trusted to sell their product goes out of business. They should uphold the warranty and the cost of pick-up and delivery which is $200.00.

Thank You

Donna DeFour

I have pictures of the damaged loveseat and I can also copy you on any emails from Margaret from Decor-rest as well as the fax's to The Roomstore.

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