European Warranty Services - The Consumers Complaint List-In the Public Domain

RESOLVED!

We purchased two leather sofa's from Land of Leather (April 2002) and took out the 5 year extended warranty as well. After only having the Sofa's for just short of a couple of months it was noted that one particular side (the left) was sagging a lot more than the right side, with both sides being used equally.

We put in a claim for excessive loss of normal resilience of foam cushions and waited. after a couple of weeks (approx mid May) Somebody came out to inspect the sofa's. we then heard nothing.

After a couple of months we phoned European Warranty Services who said, Yes, your claim has gone through and the new cushions were ordered mid july. It is now Oct 11th. No cushions have turned up after 5 months of first putting the claim in.

We were told on the 30th September that the cushions had left the manufacturers, but after phoning on the 12th Oct, we were in formed that perhaps the manufacturers were more interested in shipping complete suites rather thatn our cushions, which could be being pushed to the back of the queue each time. They didn't seem particularly bothered with chasing them.

I feel after 5 months of waiting, there is no point in changing the cushions because the right hand side will have squashed down to the same feel by the time the faulty cushions are replaced and we will end up with a lop-sided sofa again.

It seems to me that EWS are quick to accept your money and then time and customer satisfaction are of no importance to them what so ever!!!!

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Editorial Comments

update on 18 October 2002
"On the 17th October we were paid a visit by an upholsterer, and we have had the filling changed in our sofa's.

The thing that surprised me the most was the fact that the "parts" hadn't been ordered till July and they took 3 months to get to us, but all they were, were 2 pieces of foam to replace the filling already inside the sofa's. These could have been purchased from any local foam supplier and fitted immediately. Regards, Darryl Groom"

I too, purchased a Leather Sofa and armchair from the Land of Leather and the 5 year extended warranty. Low and behold the foam cushions started to very noticeabley sag. I contacted European Warranty Services and put a claim in. Since then I have had to chase, chase, chase. I put the claim in beg of Sept 02, still waiting. I have today taken Consumer Advice and the Financial Sharon See... 19 June 2003
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Similar story here also (Land of Leather + 5 year warranty). Recliner mechanism and zip both decided to go faulty last Novemeber (02). Submitted a claim to EWS, and to date am still chasing, having been fobbed off with stories about summer vacations in the factory and all sorts of other excuses. Have today issued a legal notice under breach of contract and hey presto, upholsterer will be undertaking the necessary next week (supposedly)
Robert Selman .. .25 July 2003
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I purchased a sofa in feb 2000 and after much persuasion took out the 5 year warranty with european warranty services, sold when I bought the sofa through Land Of Leather. I had to phone land of leather for our warranty details after purchasing the sofa (3 seater, two seater and a chair)which should of come in the post a few days later, We never received it. They were quick enough to take our money on the day we signed the forms.

We have had to contact european warranty services three times as the stiching has come apart on the cushions our last claim went in four months ago and we are still waiting for repair, also they repaired another cushion 9 months ago and it has come apart again, but yet we are still waiting for repair of that one two.

I have been told that they are trying to put everything down to wear and tear, a good way of getting there money first and then not conforming to there contract. I also have some leather pealing and when I phoned them up they didn't want to know and told me that it was wear and tear. I have had to phone this company at least eight times since my claim in August to find out what was happening, today 10th Nov 03 they have finally given the go ahead for one of the repairs, still waiting to hear about the other one.

Like some one said in the list of complaints there quick enought to take your money but not to provide you with good customer care which we have paid for. Never again would I take out an insurance of this kind, and NOT European Warranty Services. Mrs L Farr .. 10 November 2003