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Why Do You Offer a Warranty, Art Van Furniture?

Posted Fri April 3, 2009 12:00 pm, by Ash A. written to Art Van Furniture Inc.

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We bought a Simmons mattress ($1000) from Art Van, Ann Arbor. But within 3-4 months of regular use the mattress had huge dips (6-7 inches) on both sides. This even has led to severe back pain for my wife. The sales person had sold us a store warranty, so assumed that we should be OK. But the store has now refused to fulfill their obligation for the warranty by claiming that it had stains which voids the warranty!

At NO point had ANYBODY provided ANY verbal or written indication about not having stains being a pre-condition for a valid warranty during the sale process and after. The stains have nothing to do with the structural defect that this mattress is showing. This has suddenly been brought up when we made the request for either a refund/store credit/replacement.

Store manager was at all not helpful but was almost rude and/or racist, insinuating that he cannot have his workers touch a mattress that had not sure what "chemicals" on it!!! (we have pre-schooler girls in the house so not sure what dangerous chemicals he is mentioning!) Attempts to contact the district manager have been futile as he did not return the call in spite of leaving numerous messages over weeks!!! All in all a sorry state of affairs at Art Van.



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by renae v. Posted Sun October 3, 2010 @ 6:12 PM

First of all, art van can not sell an additional warranty on a
mattress. All mattress come with a 10-20 year warranty through the
manufacturer. Second, there is not one company that will warranty a
mattress that is stained. It is stated in the warranty paperwork that
came with the mattress. The store does not set that condition, the
Manufacurer does. Art Van has to abide by the terms of the warranty
as stated by the manufacturer. You also mentioned the manager was
racist. On what grounds?

by kingdiamond Posted Tue June 9, 2009 @ 3:43 PM

We purchased a couch from art van furniture 29905 7 mile road livonia
michigan on 03/05/09 around 5/05/09 we noticed loose strings falling
off the fabric when the service guys came out they said there were
snags and snags are not covered by either the manufacterer or the
COMPLETE CARE warranty sold as an add on by art van themselfs. After
the servicemen left i called their supervisor who procceeded to give
me the same story that snags are not covered my gripe is how poorly
manufactered is this couch that where the fabric is loose enough to
catch on clothing . After getting off the phone with this supervisor
who actually was rude enough to laugh in my face after i threatened to
take them into cival court i took a deep look at the complete care
booklet i recieved when i purchased my couch and nowhere that i can
see do i see anything refering to snags not being covered so yet again
i sit here feeling ripped off by art van furniture .


by ♫Venice♫ Posted Mon April 6, 2009 @ 1:41 AM

I've seen letters to other stores with the same complaint. I never
understood why stains would invalidate the warranty. Since by law
mattresses can't be resold, I guess retailers will do whatever they
can not to take a loss. And since there is always going to be a stain
somewhere on a used mattress, it's a surefire way not to honor the
warranty. Saying that the workers can't touch the mattress is hogwash!


by Marty5223 Posted Sun April 5, 2009 @ 8:01 PM

Tell them you will buy a giant condom and wrap it in it.

It is not like they are going to resell it!

If it has a warranty and they can't repair it don't they toss it?

Like someone else said try the credit card if the stores continues to
refuse the return.

I assume the warranty would require them to replace it.

Here is what Simmons says about their warranty and I don't see the NO
STAIN clause! Call them direct!

You might end up with the same problem......
Dos and Don'ts To Preserve Warranty Rights

Do follow the care instructions for two-sided products requiring
flipping and rotating. This will help equalize compression of the
Do use a new firm, supportive foundation. An older, worn foundation
may cause the mattress to appear to have impressions when the issue
may be due to a non-supportive foundation.
Do use a proper frame. Use a bed frame that supports head, foot and
sides with rigid center support. For any frame that does not have a
metal center support, there must be at least 5 hardwood slats (1" x 4"
slats). Failure to provide proper support can damage the mattress or
foundation and invalidate the warranty.
Do use a quilted mattress pad on the mattress at all times to avoid
stains. Soiling can negate the warranty.
Do properly wrap your mattress and position it on its side when moving

Don't remove the white cloth law labels or the mattress trade labels.
These labels serve as a means of identification to establish warranty
Don't bend, fold, stand or jump on product.
Don't use dry cleaning fluid on the mattress or any liquid cleaning
fluids; it can/will damage the upholstery.
Don't smoke in bed or place product near open flame (such as candles,
Don't use the mattress handles for lifting or pulling the full weight
of the mattress. The handles are only for shifting and adjusting the
mattress once it is properly in place.

For warranty assistance or other product correspondence, please
contact your Authorized Dealer, or: 1900 Beaver Ridge Circle,
Norcross, GA 30071
toll-free (877) 399-9397 fax (770) 613-8575

805.12007 Revised 04/07


Take that back....does say use a mattress pad by Marty5223 Sun April 5, 2009 @ 8:03 PM

Guess the store covered itself.....even in the total satisfaction Guarantee by Marty5223 Sun April 5, 2009 @ 8:07 PM

That is really rotten by Marty5223 Sun April 5, 2009 @ 8:12 PM
by DeeM Posted Sat April 4, 2009 @ 6:12 PM

Did you use a credit card? If so you may be able to do a charge back
or get recourse through their guarantee of product satisfaction.


by Chris M Posted Fri April 3, 2009 @ 2:45 PM

This chain should be avoided at all costs. I do not trust them one
bit and after buying a lot of furniture from there, I finally got sick
of their sales tactics and left. I no longer give them my money.
They are well known in Michigan as a crap company to shop at because
of their annoying hard sales approach and "follow you around like a
hawk" mentality.

That said, as others have said, it's probably somewhere in the fine
print. However, I think that's a terrible excuse. It's like having a
power train only warranty on a car and losing your engine because of a
defect, but they won't fix it because you have a scratch on your


by Nate. Posted Fri April 3, 2009 @ 11:04 AM

Art Van is trying to bring in customers through phony sales that in
the fine print say "Excludes X" when X was the item on sale! They are
always having the "biggest discount event ever" or their warehouse is
packed to the roof.

I don't trust them. Let this be a lesson not to do business with Art


by CrazyRedHead Posted Fri April 3, 2009 @ 9:40 AM

This is the way with all mattress sellers. Even a small itty bitty
stain will void the warranty. Did you read the paperwork that came
with the mattress when you bought it? It should be in the small


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