A sofa warranty with lots of holes

Carrie Newton paid $3,300 for a bonded leather sofa set at The Brick. She also paid $100 for a five-year “blanket furniture plan.”

Just three years later, she covers one of her sofas with a blanket because it looks so bad. The leather is cracked and peeling on a vertical panel behind the sitter’s back.

The Brick says her extended warranty doesn’t cover bonded leather, which is made from leftover pieces of animal hide blended together seamlessly and glued to a fabric.

“My sofa is peeling like a lizard and soon there will be nothing but a thin layer of cotton and foam,” Newton said.

I’ve had a string of complaints about bonded leather not being covered under what sounds like an all-inclusive furniture plan. Why sell it to customers who can’t take advantage of it?

Hira Aggarwal bought a $1,500 leather sofa that was peeling on the headrest after three years.

“I went to the store and complained about being sold a warran- ty that wasn’t applicable to the product,” she said last December.

“They gave me a gift card equal to the warranty price, but it’s like returning the insurance premium after a car is involved in an accident.”

LeeAnn Dellaire, manager of dispute resolution, said there was “significant value to consumers” in a warranty that excluded surface damage. It included coverage for structural defects, such as damage to the frame.

However, The Brick’s furniture plan now includes surface damage to bonded leather — a change made last November.

Aggarwal said the salesman didn’t tell her the sofa was bonded leather and insisted she was covered under the blanket warranty. Last month, she went to small claims court. And since The Brick failed to show up, she won her case — getting a refund for the furniture, plus $195 in court costs and post judgment interest. Dellaire said the Toronto store was going through staff changes and didn’t send the claim to her Edmonton office. “It wasn’t argued and should have been denied,” she said about Aggarwal’s case. “We’ve won these successfully before.” I helped Jessica Romano get a $500 credit to cover her bonded leather couch that was peeling after two years. “The sales rep clearly told us that if anything happened, it would be no problem to make a warranty claim,” she said. “I don’t usually purchase extended warranties, but this deal was too good to pass up.” Michael Sonsogno spent $1,900 for two bonded leather sofas that were marked down from a higher price. “They definitely pushed the warranty on me,” he remembers. “They said, ‘Don’t worry. Your dog can pee on your couch and it’s covered.’ Now the leather is peeling. It’s not looking like high-end furniture any more.” He was promised brand new sofas after he contacted me. He said he’s tried to contact the Brick since last November without any success.

You assume that a blanket warranty covers most of the things that can go wrong

Pedro Fernandes found a tear in his leather sofa after seven months’ use, but was offered only a $150 gift card when he complained. “We were definitely pushed into buying the warranty. The sales rep pulled an Exacto knife from his pocket and said we were covered if we accidentally cut the leather. I distinctly remember that. “Later, I was told that because the couch wasn’t all leather, I wasn’t covered. I didn’t really understand the difference.”

Fernandes’ sofa was replaced by The Brick after he wrote to me. But he said he found signs of damage on the replacement sofa as well.

I think this plan needs a new name. You assume that a blanket warranty covers most of the things that can go wrong with your furniture.

“This service agreement does not cover the following,” says The Brick, listing 24 bullet points, spread over two columns.

My advice: Never believe a salesperson who says that everything is covered. Ask for a copy of the warranty and read it thoroughly.

Bonded leather furniture is less durable than real leather and harder to repair. Ask how much leather is in your furniture. Check the labels.

If you get only vague answers, don’t buy it. Ellen Roseman writes about personal finance and consumer issues. You can reach her at eroseman@thestar.ca or www.ellenroseman.com