Old Brick Furniture + Mattress Co. — Local services in Rutland Town

We have purchased all of the furniture for our new house from Old Brick. Our kitchen set, dining room set, den furniture, and living room set. We didn't have any issues until we tried to use the protection plan for our living room set. We purchased the plan at the word of the sales rep at the time, telling us it covers everything except intentional damage. I was given a contract that had everything covered, and it really seemed like a good idea to have peace of mind. Later, when I made a claim on our sofa due to a stain and untimely fading of both pieces, which is 100% covered on the plan in black and white, the company that holds the plan made every attempt not to cover it. They had me jumping through hoops for weeks before denying it. It was a black-and-white situation. I can't type all the correspondence I had with them because it would fill many pages. I do wish I had looked at the reviews for this company before I purchased the plan. I never would have purchased it if I had. Online reviews across many platforms have similar negative stories about being denied when it was clearly covered in the plan. Review after negative review stating the same thing. They find a way to not honor the plan. I am giving a 2-star review to Old Brick for partnering with an obviously dishonest protection plan company, and the untimely fading of my expensive living room set. I spoke to the manager at Old Brick and told her she should look at the online reviews for the protection plan company. She said they are aware but will continue to partner with them. Hmmmm.... does that mean more furniture purchases for Old Brick if the company doesn't honor the claims? That is my belief. The rep from Old Brick told me that she would " make it right even if the protection plan company won't." That amounted to a lot of nothing as well. Another sales rep told me they rarely cover the damage (I made many calls to try and work this out). Why offer it to unsuspecting customers then? My rating is based on the two sofas I purchased that faded drastically, the deceitfulness of the protection plan I purchased, and the false promises to make it right by Old Brick. Please look at the online Google reviews, yelp, BBB, etc., for Montage LLC Furniture Protection Company before wasting your money if you choose to shop for furniture at Old Brick.

UPDATE: OLD BRICK, it was NOT NORMAL FADING! THERE WAS ALSO A STAIN (WHICH IS COVERED...or I should say I say it is supposed to be covered). This is exactly what I went through with your support and the coverage company. You intentionally sidestepped what I said to make it seem like my furniture damage wasn't covered in the plan. It was covered, but you and Montage chose to not cover it. Look at the reviews online. Look at Google, BBB, and Yelp; too many similar stories. So, although it's cute that you replied and sidestepped to try to make it look like my furniture plan didn't cover the damage, it most certainly said it did and most certainly should have! I hope everyone who reads this looks at the reviews and, at the very least, doesn't waste their hard-earned money on a useless protection plan that "almost never covers," as YOUR OWN EMPLOYEE SAID. I will not be shopping at your...

Poor communication Pushy sales people concerned about their commission Don't stand by products

I bought a S&F bed 2 years ago that turned out to be defective- giving me back and hip problems. I spoke with someone on the phone who said a service person would contact me. After 2 weeks later I went into the store personally. They sent someone out who found the mattress to be defective. The box spring was not checked, even though I thought it was a problem as well. I was told I could have store credit toward a different mattress only - not a boxs pring , and not other furniture, which I in fact need.

Even though they do not carry the bed that my doc recommended, I went in to try out beds. The salesperson was very pushy and insisted that one particular brand was the best and kept insisting that I try it again- I would like it. Of course, they were the most expensive mattresses they had. I asked to see one brand and she wouldn't even show it to me and had to go find it myself. I settled on a mattress and was told it was in stock. After placing the order, was told it would be in in 2-4 weeks. That's not really in stock.

I had to call them to find out when the bed would arrive. I was told it would be delivered on Sat. But then I got a call saying it was coded for a different ware house and wouldn't be delivered until the following Tuesday. The guys came and set it up. It didn't look any different than the other one- high on sides, sloping in the middle. They sent another guy out to look at it, he decided that the frame was not the right size for the box. He did not even look at the box, which I think is part of the problem. I mentioned that I was thinking about getting platform frame for it.

The next thing I know the pushy sales person is calling me w. estimates for a platform bed. I called the manager. She insisted that it wasn't their problem as the frame was not theirs- I must have gotten somewhere else, or had it hanging around from some previous bed, etc. (doesn't everyone have metal bed frames hanging around?) My husband helped the guys set up the original bed and says they brought the frame. We went round and round. She conceded that they may have brought it w. them, but it would have been a free one (which turned out to be defective and gave me orthopedic problems). So the best the manager could do is send someone out to replace the frame for $39. She acted like she was doing me a favor by warranteeing the original bed. She was also doing me a favor by not charging me for delivery and set up of the new frame.

I pointed out that this was a 3k sale and asked her if worth creating ill-will and permanently lose a customer over $39. The answer apparently is yes.

Update: The Tempurpedic is currently on...

Double the delivery price which is supposed to be based on the sale price of the item but they included all items not just the one they couldn't fit in the door double the delivery charge despite saying they would follow up send you an email with an adjustment. Never happened. Completely ignored customer. Who in the right mind is going to pay $400 for an $800 couch to be delivered!?!

EDIT TO THEIR POSTED DENIAL/RESPONSE:

Now that I have paid in full the TRUE AMOUNT I SIGNED FOR THE DAY I PURCHASED THE FURNITURE, (my signed copy). Their response post was complete BS. They avoided my calls for the manager. When I demanded a copy of any disclosure or agreement of this doubled charge, I got nothing but the runaround. What A JOKE this nightmare has been. After hours getting ahold of an actual personal at TD Bank and finally a manager who could explain why I suddenly had TWO 'accounts" same number, one month different due date (from the FIRST dispute filed when I noticed the ADDITION OF $191.53 - the DOUBLING of the delivery charge).

Coming on google to "rebut" a negative review with an outright LIE of a denial that you conduct business this way only adds to the reason people need to AVOID THIS STORE IN RUTLAND, VT like the plague!!!!! Thank God I kept a copy of my original contract.

I will happily see them in court before they are going to get away with doubling the delivery fee without my knowledge or signature of agreement. To add insult to injury the so-called deal of deferred interest would add $310 in interest compounded by 29.99% all because of their underhanded actions. As if the prices of their cheaply made Furniture don't make them enough money, they treat their customers like this to make an...