We purchased a Elise 3 seater and 2 seater recliner in August 2011. We paid GBP 995 for the furniture + GBP 55 for delivery + GBP 195 for the Guardsman warranty. In total we paid GBP 1245. This was purchased in the Croydon outlet and at the time of sale, we were promised the Guardsman policy would cover us for any problem for a period of 5 years - we asked the sales lady several times and were reassured Guardsman is just a phone call away and there were no circumstances in which they wouldn't rectify a problem with the furniture, if we faced one.
In May 2013 (i.e. in less than 2 years) there were multiple tears in the joints where the leather is stitched up. It took almost a month of email exchanges and phone calls to get Guardsman to pay a visit. They almost immediately declined the claim and said their policy covers only accidental damage and we need to contact furniture village. It took them a month to arrange for a technician to come and see us. The technician confirmed manufacturers defect and said the headrests would be replaced. After several follow ups with Furniture village, they have now offered us either to replace the headrest (but no guarantee on exact colour match ) or a partial refund of GBP 675. I requested them to cancel the Guardsman policy, which was missold in the 1st place and they directly denied it taking no accountability for the blatant lies and false information provided about the cover at the time of sale. I am now left with no option but to take the GBP 675 and shell out an additional GBP 500+ to get a fresh set from another shop. I wonder how the Office of Fair Trading is even letting Fraudulent companies like FV to operate in the UK.
If FV is reading these mails, I hope they change their ways they operate and earn the trust of their customers.
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