Complaint Review: Kane's Furniture

Received the poorest customer service with regard to a warranty issue. I purchased a sofa with dual motorized recliners that had a lifetime warranty. One of the recliners was fully extended and the other fully retracted when the mechanism stopped working.

I called customer service and was told that they would send a technician to look at it and that it was covered under the warranty. The technician came and diagnosed the problem as a failed transformer, a part supplied in the original purchase.

He told me to call customer service the next day to find out when they could replace it. I called and after 15+ minutes listening to music was able to talk to a representative. She told me that the transformer was excluded from the warranty; I asked for an explanation as to why this particular part would be excluded; she simply kept repeating a mantra that the transformer was an electrical component and thus excluded although this is not stated in the warranty document.

I finally asked to speak with her supervisor; I was put through to Destiny who simply repeated the mantra. I presented my position and she said that she would review the matter with her supervisor and get back to me. Meanwhile I have a couch with a recliner extended into the middle of the room.

I waited 24 hours and called Destiny; she did not return my call. I called again; no call back. Called again the next day and was told that it was Destiny's day off and that her supervisor was reviewing the issue and would get back to me. No call from anyone at Kane's. I finally purchased a transformer on line and repaired my couch but wanted to understand why Kane's would not honor their warranty.

I finally went to the store and asked to speak with Destiny. She told me that it was Kane's position that the transformer was excluded and that she would help me find a place to purchase one. I told her I had alrady done that and that I was simply trying to understand why they were failing to honor their warranty. I told her I would never ever buy a piece of furniture from Kane's again. I recommend that no one does!