I purchased a sectional couch there in Sept '09. Few months ago I noticed that it started fading from black to orangey-rusty-brown. I called Scandesigns and asked what they can do for me at this point. One of their guys came over to my place to take a look and basically told me that their warranty only covers a year and that there was nothing they could do at this point. He did admit "it was probably the dye in the fabric". OK so far. The conversation turned progressively unprofessional when all of a sudden he started blaming the fading on my cat (?). After I told him that I want to get rid of this couch he told me it still looked OK, and that I could probably put it on Craigslist and get some money for it.
Then he asked "what do you want us to do?" I said that I want some kind of retribution back. The only thing he offered was a discount (didn't say what kind) on my next purchase. Next, when I told him that given the way I have been treated, I don't want to buy anything there, he said that this is one of their lower prices pieces and that more expensive pieces are better quality.
I am not going to add any more detail at this point, but it is clear to me that this place is after one purchase, and once you paid them, they don't care what happens to you next. Ironically, none of the couches I have ever had faded. My last couch from ..gasp IKEA, didn't fade after 5 years in direct sunlight!
They also basically told me that I bought their cheap junk and so bad so sad. By the way the couch cost me $1500, while not top price, it is hardly cheap. And I don't care that some guy from this store thinks it's OK for a 1500 product to change color in 1.5 years. It's not.
Bottom line, if you do like their stuff, research the manufacturer prior to purchasing, because once you made the purchase and something goes wrong, you are on your own and out of money you just spent. This is a one-time purchase place.
EDITED:
One thing I would like to clarify for anyone who is reading this. Yes, materials fade, and corduroy especially fades, I actually like the faded look with one condition: IT STAYS THE SAME COLOR. SO black would fade to dark gray, NOT BROWN.
The company's response below utterly disregarded this even though their guy said that it was "something in the dye" and admitted that spots were a different color. The response not only shows lack of "standing behind your products" but also ignorance towards their customer and all too ready "it's wear and tear" excuse. From all their words below, the bottom line is that according to their logic it's OK to have black couch with rusty brown spots after 1.5 years of use. If you want peace of mind, "buy our warranty". By the way, no warranty information was mentioned to me when I was buying the sectional, so basically, customers whose furniture has defects are on their own after 1.5 years of purchase. 1 year is OK, 1.5 - you are out of luck. I think I would seek my piece of mind elsewhere.
- Approximate cost of services:
- $1,500.00
- Company Response
Thanks for posting your review.
ScanDesigns has been in the furniture business for over 35 years and we have a 1 year limited warranty on all items we sell. We explained this over the phone when you first called and even though it was not under warranty as it was over a year and a half we still came out to your home within 4 days to inspect the the sectional to see if there was a defect. In our professional opinion there was nothing defective with the sectional. There was a slight tinge as you described but nothing that is visible in a photo. It was explained that the very slight tinge is due to the wear and tear of the sectional.
We are sorry you did not feel you were treated fairly as we believe our response time shows differently. We take pride in what we sell and how we take care of the after sale as well. Repeat customers have kept us in business for the last 35 years and that could not be done if we did not stand behind our products.
In the future, for any potential customers reading this, we do offer an excellent extended warranty that that covers many issues such as staining, premature fading, and cuts, for 5 years. If the warranty isn't used in the 5 years, then the money paid for the warranty can be used as a credit for a future purchase. So if you have pets, small children or you are likely to be eating and drinking on or near your furniture I would highly recommend an extended warranty for the peace of mind.
Edited, fyi, I am writing this review as I am the person who came to your home. We are not a huge company and feel follow up is important with our customers. We do stand behind our products and in this case there was nothing wrong with your sectional. The change of color as you so put it is the wear and tear of the fabric and is not visible in any photo. We do not tell customers you are out of luck after our one year warranty ends. In your case we came to your home after hours within four days of your phone call to see if there was anything we could do. Again I apologize for your experience and we could not resolve this issue.