After dragging this out for the last 2 years, they still want to sell me another couch instead of refunding or fixing the one they sold me.Poor quality, unscrupulous business practices, no warranty support. This is a sleazy business operating as a high end furniture store in high end neighborhoods in the Houston and Austin areas. Their invoice byline says "Product Quality and Customer Service guaranteed". Not even close!
I purchased my couch from Town and Country Leather in Houston in April of 2014. It was not delivered until September of the same year. I also purchased the Guardsman extended warranty protection on the motor and fabric protection. The manufacture's warranty (HTL) information is as follows:
Frame - 5 years
Springs - 5 years
Cushions - 2 years
Mechanism - 5 years
Motor - 5 years (originally 2 years, but the Guardsman protection extends it to 5)
Leather - 1 year
Within 18 months of actual use of the couch, we began to experience problems. I filed a claim with Guardsman(Dec 16') because I thought I had a mechanism issue. It was a power reclining couch that was making a popping noise when being put into the reclining position. Without any sort of inspection Guardsmen denied the claim so I contacted Town and Country Leather in March of 2017. Eventually they sent someone over to inspect and write a report. After a month had passed I followed up with our sales associate who said she had turned the problem over to her Manager Brien Witherbee. Yet another month passed and I had to follow up again. Brien informed me that I would be paying labor and would have to wait approx. 12 weeks for any parts. I explained that the warranty makes no indication that labor is extra and I'm not happy with this as an option, but I need to get the couch fixed. He finally stated he would order the parts. Yet again - no response. I finally threatened to write this review which finally solicted a response from Brien.
Brien offered to fix the (poor quality) couch, but that could take several months and it would not be "like new" it would just be "the best his guys could do". By this time the headrest is no longer working either. I was offered an HTL floor model of the same couch, but in a color which did not align with the decor of my house. I also didn't really want to replace with the same poor quality couch only to deal with the same issues again. Their final alternative was to order a new couch from a different (and much more expensive) product line for which they would gladly charge me LIST price so they could once again profit from me.
I asked for them to repair to "as new" ASAP or just give me my money back. The problem had been escalated to the owners son, Eric Salem by this time. I had hope that by contacting the owners, the issue would be corrected and the warranty issues resolved.
His response was that the HTL line was a quality product sold in many large retailers (Brilliant-I'm sure all the automakers used the same logic regarding the use of Takata airbags). They were trying to work with me, but I chose the most expensive couch as an alternative. Not knowing any of the pricing of the options for replacement I chose the one that offered simuliar features as to the couch in question. I am guessing that any couch I would have chosen would have fallen into this category. Not once did Town and Country Leather offer an alternative that would meet my clearly stated requirements without any additional outlay of cash. I asked for my money back or fix the current couch as I was not going to give them anymore money.
This is when the owner brings up a mysterious inspection they performed by their internal staff which had never been shared with us up to this moment that now we are told that we abused the product! Totally unbeleivable, but totally predicatable. Me and my 50+ year old wife who live alone supposedly abused a couch in which they have never bothered to mention once in the 7+ months we were going back and forth and that they promised they were going to take care of and make things right.
The $2300 couch I purchased now requires several hundreds dollars in repairs after a couple year's use. They've offered to repair then not repair, then repair each time trying to get us to buy another couch. Really? So much for their byline, "Product Quality and Customer Service Guaranteed" this could not be further from the truth. It's a big purchase with no guarantees of quality or support. They change product lines every year so you can't count on the Manufacturer's warranty being honored. There are many places to get furniture - cross this one off your list.
Town & Country Leather Reviews
After dragging this out for the last 2 years, they still want to sell me another couch instead of refunding or fixing the one they sold me.Poor quality, unscrupulous business practices, no warranty support. This is a sleazy business operating as a high end furniture store in high end neighborhoods in the Houston and Austin areas. Their invoice byline says "Product Quality and Customer Service guaranteed". Not even close!
I purchased my couch from Town and Country Leather in Houston in April of 2014. It was not delivered until September of the same year. I also purchased the Guardsman extended warranty protection on the motor and fabric protection. The manufacture's warranty (HTL) information is as follows:
Frame - 5 years
Springs - 5 years
Cushions - 2 years
Mechanism - 5 years
Motor - 5 years (originally 2 years, but the Guardsman protection extends it to 5)
Leather - 1 year
Within 18 months of actual use of the couch, we began to experience problems. I filed a claim with Guardsman(Dec 16') because I thought I had a mechanism issue. It was a power reclining couch that was making a popping noise when being put into the reclining position. Without any sort of inspection Guardsmen denied the claim so I contacted Town and Country Leather in March of 2017. Eventually they sent someone over to inspect and write a report. After a month had passed I followed up with our sales associate who said she had turned the problem over to her Manager Brien Witherbee. Yet another month passed and I had to follow up again. Brien informed me that I would be paying labor and would have to wait approx. 12 weeks for any parts. I explained that the warranty makes no indication that labor is extra and I'm not happy with this as an option, but I need to get the couch fixed. He finally stated he would order the parts. Yet again - no response. I finally threatened to write this review which finally solicted a response from Brien.
Brien offered to fix the (poor quality) couch, but that could take several months and it would not be "like new" it would just be "the best his guys could do". By this time the headrest is no longer working either. I was offered an HTL floor model of the same couch, but in a color which did not align with the decor of my house. I also didn't really want to replace with the same poor quality couch only to deal with the same issues again. Their final alternative was to order a new couch from a different (and much more expensive) product line for which they would gladly charge me LIST price so they could once again profit from me.
I asked for them to repair to "as new" ASAP or just give me my money back. The problem had been escalated to the owners son, Eric Salem by this time. I had hope that by contacting the owners, the issue would be corrected and the warranty issues resolved.
His response was that the HTL line was a quality product sold in many large retailers (Brilliant-I'm sure all the automakers used the same logic regarding the use of Takata airbags). They were trying to work with me, but I chose the most expensive couch as an alternative. Not knowing any of the pricing of the options for replacement I chose the one that offered simuliar features as to the couch in question. I am guessing that any couch I would have chosen would have fallen into this category. Not once did Town and Country Leather offer an alternative that would meet my clearly stated requirements without any additional outlay of cash. I asked for my money back or fix the current couch as I was not going to give them anymore money.
This is when the owner brings up a mysterious inspection they performed by their internal staff which had never been shared with us up to this moment that now we are told that we abused the product! Totally unbeleivable, but totally predicatable. Me and my 50+ year old wife who live alone supposedly abused a couch in which they have never bothered to mention once in the 7+ months we were going back and forth and that they promised they were going to take care of and make things right.
The $2300 couch I purchased now requires several hundreds dollars in repairs after a couple year's use. They've offered to repair then not repair, then repair each time trying to get us to buy another couch. Really? So much for their byline, "Product Quality and Customer Service Guaranteed" this could not be further from the truth. It's a big purchase with no guarantees of quality or support. They change product lines every year so you can't count on the Manufacturer's warranty being honored. There are many places to get furniture - cross this one off your list.