Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/4/25, I filed a claim to have single-incident stains that occurred on 7/3/25, professionally cleaned, as covered by my policy, SO-*********. The solution offered by the company was to send a self-service spot cleaning kit to remove the stains myself.On 7/12/25, I applied the cleaning product to the stain, but it worsened. That same day, I submitted a follow-up request to have a technician visit to resolve the issue. I did not receive any confirmation that my follow-up was received.On 7/14/25, I called customer service. The representative confirmed the follow-up and confirmed that the claim had been accepted. I was told a technician would call within 48 hours to schedule a visit.On 7/16/25, I received a new email stating that my claim was rejected because the stains were deemed to have been caused by accumulation. On 7/17/25, I submitted an appeal, explaining that the claim was initially accepted, my stain did not meet the criteria for "accumulation," and was only deemed as such after applying the self-cleaning kit provided by the company.On 7/21/25, the appeal was denied, and the stains were deemed "accumulation" again.This is not the first time this company has tried to deny a claim, deeming single-incident stains as "accumulation." I have all written communications from a similar instance back in September 2023, an incident finally resolved after weeks of appeals.I have attached my policy document, which states that "single-incident" stains are covered and explains why the stains cannot be deemed "accumulation." Based on my experience, it appears that this company frequently employs a bad-faith strategy of denying claims, labeling covered services as "accumulation."

  Business Response

  Date: 07/23/2025

  Dear Mr. ****************** you for contacting us and for the information provided.We have reviewed your feedback and our internal files. We apologize if your experience was less than outstanding. Upon further review and evaluation of your claim, we are pleased to inform you that we have reopened your claim and issued a work order for a professional service technician to inspect and repair the chaise. The service technician will contact you to schedule a service appointment. Once the report is received, your claim will be further reviewed based on the technicians report and the terms and conditions of your Protection Plan and we will notify you of the outcome.

  Sincerely,

  Customer Answer

  Date: 07/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sofa from living spaces with an extended warranty from Uniters. I have had multiple damages on the couch all of which have been denied. The last one the frame broke completely. Likely due to the other structural damages. I have nails exposed and part of the couch is virtually useless. I filed my claim and it was denied. This time I asked why. I was never given a specific portion of the warranty that shows why it was denied even after asking two times. Now they have stopped responding to me all together.

  Business Response

  Date: 07/23/2025

  Dear ***** ****,

  Thank you for contacting us and for the information provided.Our records show that your original claim was filed June 23, 2024, for frame breakage on the chaise and sofa portions of the sectional. At the time of filing the claim you indicated that the damage was noticed more than 60 days prior to filing the claim. The Protection Plan purchased requires claims to be filed within 30 days of discovering the damage.  Since the damages were reported outside of that timeframe, the claim is not eligible for service. We are attaching a copy of the terms and conditions of the Plan with a highlight of the timeframe clause.There were 3 subsequent claims reported for the same damage reported in the original claim but with different discovery dates. The claims were adjudicated as not eligible for service since the same damages were reported outside of the timeframe. We apologize for any inconvenience this may cause as we will be unable to take any further actions on your claims.

  Sincerely,

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23641971
  
  I am rejecting this response because:
    While that is accurate that was the first claim and I accepted that it was outside of the warranty as time went on additional damage happened. We have closed nails and wood shards now which are a danger and as this is a new development it should be treated as such and it was reported within a timely manner. This claim was submitted 7/2025. 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/23/2025

  As previously stated, the claims are still not eligible for service. The further damages mentioned in your response are a progression of the frame damage reported outside of the timeframe on the original claim. We apologize once again for not being able to take any further actions on your claims. 

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Uniters, specifically their Worry No More warranty program, in response to the denial of my warranty claim for a couch I purchased at *****. The damage in question involves the springs tearing loose through the bottom of the couch, which was a sudden and visible failure. I submitted my claim within the required time frame, providing all necessary documentation, including the purchase receipt and warranty information from ******. The initial process of filing the claim was straightforward and not problematic. However, after submitting my claim, it was denied. The reason provided was that the damage resulted from "repetitive damage over time," which I strongly dispute. This was a single, isolated failure, and I have made it clear in my communications that it is not a case of gradual damage. Yet, despite my efforts, the denial was upheld. In addition to the denial, I found it extremely difficult to navigate the next steps of this process. The necessary contact information, clear instructions on how to proceed with my dispute, and guidance on next steps were not readily available. It felt as though the resources and support were hidden or deliberately difficult to find. This lack of transparency and communication added unnecessary frustration to an already stressful situation. Given that my claim falls clearly under the terms of the warranty, I am requesting that my claim be reconsidered and that a fair resolution be offered, either in the form of repair or replacement of the damaged couch. I have uploaded all relevant supporting documents to back up my claim, and I expect a prompt and thorough review.I would appreciate the BBBs assistance in helping me reach a satisfactory outcome, as my attempts to resolve this directly with Uniters have been unsuccessful.Claim Number: [C3162996]

  Business Response

  Date: 07/21/2025

  Dear ******* ******,

  Thank you for contacting us and for the information you have provided. Our records show that your claim was filed for broken springs on the sofa and chaise. A service technician was dispatched to your home to inspect and repair both items. The service technician inspected the damaged items and reported that there is an accumulation of damage on both items. The claim was adjudicated as not eligible for service based on the technicians report and the terms and conditions of the Protection Plan. The records show that the claim has been reopened, and a new work order has been issued for the technician to repair the sofa and the chaise. The service technician will contact you directly to schedule a new service appointment. Once the report is received, your claim will be further reviewed, and you will be notified of the outcome of the adjudication.

  Sincerely,

  Customer Answer

  Date: 07/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an area rug from Value City for #**.00 along with the Pure Promise Protection Plan through Unitens for $69.00. I noticed a stain on my rug, submitted a claim on 7-10-25, which was denied because I stated I was not sure how the stain occurred. The stain could have occurred from wear and tear or my animal; however, I simply put I don't know in being honest. I asked if I could submit another claim stating that it was either wear or tear or my animal, they declined to allow me to do so. I sent Unitens pictures of the stain which anyone could see that it is from wear or tear or animal. I am asking that Unitens repair the rug, reimburse me the $69.00 or replace my rug,

  Business Response

  Date: 07/21/2025

  Dear Ms. ******************** you for contacting us and for the information you have provided. Our records show that your claim was filed July 10, 2025, for unknown stains from normal use on the area rug. The Protection Plan purchased covers all accidental stains from a single occurrence. Since the stain reported is not the result of an accident, your claim is not eligible for service. As requested,we will issue a refund of the Price you paid for the Protection Plan. A check for the amount paid for the Protection Plan will be issued and mailed to your address on file within 30 days.

  Sincerely,

  Customer Answer

  Date: 07/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution for my refund for $69.99 protection plan is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Uniters Worrynomore by ***** for a sofa warranty. I made a claim back in Feb and was attened March 12 2025 by a tech that came to see the problems with the sofa. I communicate with worrynomore by a webpage they have in which the claim was open, they wanted to send a second tech out but i was questioning what the first one had said to know what this next visit was about, I have to take a 3 hr window everytime they come out. I wrote to them that I would be out of the country for 2 weeks gave them the date and ask to please not close the case, which they did. They wrote "As a courtesy we have expedited and resolved your claim. We apologize for any inconvenience this may have caused and we thank you for your patience". I didnt understand what that meant and the claim was no longer open. So i opened another claim I spoke to the original person that came out since there sending him out again and he said the *** was put as that the problem cant be fixed. So I called today 7/7/25 and spoke to a rude man named *********** and he said that they have been emailing me a dozen times and I dont respond (which I didnt receive all those) and when i asked him about the prior solution the tech told me about he would repeat the same thing all over again. This is rediculous I have used them before but never such terrible customer service theres not one phone number to call them and speak to a human I got the number today from the tech that was scheduling me for another appointment. Honestly there should have been a solution already and I have wasted so much time in all of this which could have been avoided.

  Business Response

  Date: 07/08/2025

  Dear Ms. ********************** you for the information provided and for sharing your experience with us. Our records show that your original claim was filed February 21, 2025, for frame damage on the wedge and the left arm facing portions of the sectional. A service technician was dispatched to your home to inspect and repair both portions. The technician reported that he inspected the portions and found both frames up to manufacturer standards but there is loss of foam resiliency on the items. Loss of resiliency is excluded from coverage. Please refer to the attached copy of your Plan Certificate. The technician also reported that there was a stain on the right arm. The technician requested more time to clean the stains therefore a second work order was issued for the cleaning of the stains. The work order records show that the technician contacted 23 times between March 21, 2025, and April 16, 2025, but couldnt reach you and left messages on voicemail. The claim was closed April 28, 2025. A second claim was filed 6.23.2025 and the records show that the technician has been trying to contact you to schedule a service appointment. Please contact the technician directly to schedule the appointment. Once the report is received, we will further review and adjudicate your claim based on the terms and conditions of your Plan and the report from the technician.

  Sincerely,

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23566590
  Your records are not correct then.  If your telling me that the damage on the wedge isn't covered because its not even the foam that's dented on the headrest its the wood inside.  And the gentleman I spoke to in Furniture solutions told me that the tech stated clearly in his report # W2064401 that the problem didn't have a way of fixing and the stain in not in the right arm rest as your stating its on the left and he told me it doesn't come off or cant be removed.  Also in your last email to this claim it states "As a courtesy we have expedited and resolved your claim. We apologize for any inconvenience this may have caused and we thank you for your patience".  What does that mean can someone please explain because in plain English this means there's a resolution that has taken place but I was never told.  Time is money and I need this to come to either a fix or a change in pieces.  Macys has always provided good customer service and warranty for there furniture please do not let this be any different.  I have spoken to Furniture Solutions to come out but because I had to open a second claim for someone to answer me in your department.  And I have proof that I didn't receive all those emails that you say were sent out from the last claim, but before I allowed a tech to come out a second time I think I should have been intitled to know what the first tech had written in his report and I asked several times through the claim and no one responded to that question it was always a vague answer.  
  
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 07/10/2025

  Dear Ms. ******************* are attaching the technician report and photos from work order # W2064401 which indicate that there is a loss of foam resiliency and that the frame is up to manufacturer ************ far as the email for expediting service, that was about expediting a service appointment. We are attaching a document showing all the attempts made by the technician to contact you by phone and email to schedule an appointment. Please coordinate with the technician to schedule an appointment otherwise the claim will be closed.

  Sincerely,

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch at ******. I was encouraged to buy the Worry No More protection plan by the sales person. He said pet damage including a cat urinating on the couch would be covered. As we all know, it's not possible to get that odor out. He assured me I would get a repacement couch if it occurred. This couch was a replacement for a prior couch that I purchased from the same sales peson at *****'. My cat peed on that one too. So I figured it would be a good idea. I kept the new couch covered with plastic to keep it protected. I knew my cat would not be around for much longer because she was a senior. Unforchunately, in the last weeks of my cat's life in May 2025, she was loosing control of her bladder often. It soaked in to the couch whereever the couch was exposed or the plastic had been displaced. Ifiled a claim with Worry No More. They sent out a worker to clean the couch. When I told him the damage he said he wouldn't be able to get the odor out because it soaked in to the cushion. I asked if he at least wanted to try. He said I shoud just reach out to the company and try to get it replaced. I filed the calim and it was denied. I filed a dispute which was also denied. They said I didn't file the claim soon enough and the damage was something that happened over time so it wasn't covered. My dispute is that the cat peed several times in May which made it impossible to sit on the couch. The policy covers pet damage which is the one and only reason I bought it. And the sales person is the reason I did so.

  Business Response

  Date: 07/07/2025

  Dear Mr. *********************** you for the opportunity to review your claim and for the information provided. Further review of your claim, we are pleased to inform you that we have issued a full replacement on the complete sectional.The full replacement authorization was sent to the **************** and ***************** at your original store of purchase to replace the sectional with merchandise of equal or value to the original sectional at no extra charge to you. That department will contact you directly with further information regarding the replacement/ exchange of your sectional.

  Sincerely,

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** **********

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were recommended this company by ********** when we purchased our sofa in 2022. There are sharp objects poking through the fabric and the dust cover coming completely off. We tried to submit a claim with ****************** as per the email we received, (even though our paperwork refers to Unity). Claim was denied as the furniture that was uploaded onto our account was the wrong now I have gone through the following process to resubmit a claim which has also been denied as the process I went through with the company put me over 30 days. After being denied coverage, I called and discussed this with a customer service *** who told me that I do not have coverage and therefore was denied. When I disputed this with him and told him I had paperwork, I had to argue for assistance as he was unhelpful. I convinced him of coverage, and received an email to submit paperwork. I asked for a follow up to this and he said that your company does not do follow-ups.. No confirmation to email we submitted so eventually reached out to see if this had been settled. I called again and we got the proper furniture listed and we could resubmit it again (along with the dust cover falling off under the couch) so *** gave me a link via text. When I clicked on the link she sent me it automatically sent me to the app I had downloaded (also listed as a method to submit this claim) and under the app it showed the improper piece of furniture again plus two other chairs related to a dining table. So I called again and spoke with a woman named **** who spoke to me like I was really dumb. It felt accusatory because she claimed that I never clicked the link and that if I didn't use the app I would not be having these problems. I asked to speak to a supervisor and she denied me saying that I can only ask for a supervisor if responding to a claim denial. I called again today to follow up on my denied claim and was told that no supervisor was available. They have promised me a follow up call.

  Business Response

  Date: 07/03/2025

  Dear Ms. ***************** you for the information provided and for sharing your experience. Our records show that your claim was filed June 27, 2025, for breakage on the sofa. At the time of filing the claim you indicated that damage was discovered more than 30 days prior to filing the claim. The Protection Plan purchased dictates that all covered occurrences must be reported within 30 days of discovery and that claims submitted outside of that timeframe will not be eligible for service.

  It was indicated in your complaint that there was a delay due to wrong items showing in your policy. We were unable to locate any other items or policies showing any other items other than the sofa, however, please be advised that the items purchased are uploaded into our system by your original store of purchase.  We apologize for any inconvenience this may cause and if your experience was less than outstanding.The claim was adjudicated based on the terms and conditions of your Protection Plan and the information you provided therefore we will be unable to take any action on your claim.

  Sincerely,

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23549407
  
  I am rejecting this response because as the customer I have gone through the process that was given to me and the reason I went over the 30 days was due to the improper furniture added to our account via the app. Whether or not this was the store, the improper follow up from ***************** in this matter is why it went over the 30 days.
  I am requesting a refund on our protection plan as we have not received any benefits or received the help we have been promised.  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/15/2025

  Dear Ms. ************** previously stated, your claim was adjudicated based on the information you provided and the terms and conditions of your Protection Plan and not eligible for service. We will be unable to take any further action on your claim.

  Sincerely,

  Business Response

  Date: 07/17/2025

  I am processing a refund of the cost of the plan. A check will be issued in the amount of $79.99 and mailed to the customer's address on file.
  
  
  

  Customer Answer

  Date: 07/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to this company and have been waiting for a response I have a warranty claim and the way I have been treated is horrible. I have been without a couch, sofa bed and a recliner since May 2025. I have called and been told the company was purchased by another company and just been given the run around. This is very serious as I purchased the additional warranty and have been unable to have any fix it, repair or replace it. The guy that was out the first week of **** said someone from the furniture store would reach out to me and he was going to tell them it needed to be replaced. But he had to wait because he gets paid for the work he does. Honestly what a joke! I need someone call me to discuss because I have been without the furniture and not one person has gotten back to me. They act like they can't speak english and dont hear what you are saying. Do I need to hire an attorney? Please let me know where we stand?

  Business Response

  Date: 07/01/2025

  We received notification of the above-mentioned complaint.We have researched our records with the information provided by were unable to locate any warranty purchases or claim in our system under the name, address, or phone number provided. We would gladly further research if you can provide us with the claim number or copy of the sales information.

  Customer Answer

  Date: 07/01/2025

   
  Please see attached invoice and I also have a claim number ********. I keep getting told the business shut down and no one can help me. I cannot get a hold of anyone so I figured I was gonna try filing this complaint and if it didnt work then to get an attorney and see what I can do. I really dont want to get lawyers involved I really just wanted this resolved.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/01/2025

  Dear Ms. ********************* you for the information. We are still unable to locate any records in our system for a claim filed. Please attach the complete copy of the invoice so we may verify the  purchase and if we have an established business relationship with your store of purchase as a warranty provider.

  Sincerely,

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23541858
  I honestly dont know how you cant see this invoice number but Ill send you the whole thing if it makes you happy. Please let me know if you can pull it up with this invoice I since moved to a different address in **** Landing ****************** used to be my house but I sold it
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 07/03/2025

  I honestly dont know how you cant see this invoice number but Ill send you the whole thing if it makes you happy. Please let me know if you can pull it up with this invoice I since moved to a different address in **** Landing ****************** used to be my house but I sold it

  Business Response

  Date: 07/03/2025

  Dear Ms. ****************** previously stated, we were unable to locate any claims or warranty purchases with the invoice number. We will further review and research our records once we receive the complete copy of the sales invoice.

  Sincerely,

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Westgate Fog Reclining Sectional with 2 consoles in 2/23/23 with a warranty. 3/23/25 I filed a warranty claim due to the charging ports catching fire. The cord that was plugged in started to burn a hole in my rug. Then the headrest and footrest decided to short out after the incident. This whole couch could have set my house a ***** if I didnt catch it. Instead of helping me replace my couch they've been working against me to ensure I pay them more for something that's not even comparable to the sectional we have now! How is the little quote of $1K going to replace this couch that costs so much money! Prices have definitely increased in store and this warranty deal is not even going to replace part of it! I want store credit for a full replacement. I cannot keep stressing out about a non functional sectional that almost set my house on fire. I'm tired of waiting around for someone to make it right. Why do I have to jump hoops for you to recognize the furniture you sold me could have made our family lose our lives as well as home. I need a replacement of what my items costs in store!

  Business Response

  Date: 07/01/2025

  Dear Ms. ******************* you for the submitted review and the information provided. Our records show that your claim was approved for a full replacement on the complete sectional On April 17, 2025. The full replacement authorization was sent to your original store of purchase to replace the sectional with merchandise equal to the price paid for the original sectional at no extra charge to you. An email confirmation of the full replacement was also emailed to your email address on file on the same day.

  Sincerely,

   

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23524691
  
  I am rejecting this response because:

  The price for my sectional is now well over what I paid for it. Therefore it would not be a replacement to anything near the quality to what I have currently. They denied replacing it with the same furniture unless I pay more out of pocket. Value ************** said if I needed more allowance to purchase the same sectional I'd have to reach out to Uniters and you could adjust the amount. As pictured I have the Westgate in Fog color. The current price ad is also attached to the complaint. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/01/2025

  The Protection Plan covers the replacement up to the original purchase paid for the damaged item(s). We are attaching a copy of the Protection Plan with a highlight of the replacement clause of the Plan. As such we consider this matter closed.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23524691
  
  I am rejecting this response because:

  I still owe money towards my purchase that almost caught my house on fire. I'm not going to pay for furniture that is broken and then pay for new furniture because your warranty contract is unfair and does not replace or fix anything! I'd like updated store credit.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 07/02/2025

  Value city furniture stated the whole set would be replaced. Now they're saying if I need an adjustment in price to ask Uniters to change the claim amount to reflect current pricing. Why are they both refusing to help me replace what was damaged?

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased mattress from *****, was informed by ***** sales *** regarding coverage of mattress which did not only include coverage of stains for 10 years. First time trying to file claim, claim was denied within a few hours. No evaluation from company. ***** sold me insurance claiming it would cover the actual mattress not only stains. Why would I purchase insurance for 10 years only for stains.

  Business Response

  Date: 06/30/2025

  Dear Ms. ****************** you for the information provided and for sharing your experience with us. Our records show that your claim was filed for sagging in the middle of the mattress. The Protection Plan purchased covers accidental stains and the construction of the mattress protector. The structural integrity of the mattress is not covered under the Protection Plan therefore the claim is not eligible for service. We are attaching a copy of the Plan Certificate for your review. As such we regret to inform you that we will be unable to take any action on your claim.

  Sincerely,

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23534095
  
  I am rejecting this response because:  macys sales *** sold and or provided wrong insurance or false advertisement 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/30/2025

  Dear Ms. *************** apologize if you were given the wrong information regarding the coverage of your Plan. The records also show that your Plan Certificate was emailed to you upon delivery on 9.25.2017 detailing the coverage on your Plan coverage and the terms and conditions. As such we regret to inform you once again that we will be unable to take any actions on your claim.

  Sincerely,

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23534095
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****