Super Amart Warranty Weirdness

Hi everyone. About 18 months ago we bought 2 'Spartacus' couch sets from Super A-mart. Furnished 2 rooms with them, the living room and the rumpus. This totalled to be $4300. Pretty cheap but we aren't rich and we were assured that we were completely covered by the 10 year warranty.

Both sets are now dying. But that's ok. They have a 10 year warranty right?

https://www.amartfurniture.com.au/quality-guarantee.html

It took almost a month to have the 3rd party technician come out and assess them. Then a week later they call us. They don't want to repair the couches. This is their offer:

1- They take the couches back and give us store credit for the full amount of $4300 but we have to make the purchase in the next 2 weeks.

Or.

2- We keep the couches and they give us $600.

So option 1 is definitely the winner. So we went down there today and looked at couches. Obviously we don't want to go through the warranty process again so we looked at 'good' couches. For a 3 seater and 2 recliners they are charging almost $9,000. No this is not their top of the line. So if we take up this 'offer' we have to find over $4000 we didn't budget for in the next 2 weeks. And our other room will be completely unfurnished because they're taking the original couches away.

Even if we just get the same couch set we did last time, it's increased in price so we'll still be out of pocket.

Now I don't know about everyone else but it's been a very hard year + for us. We were not planning on buying a couch just out of the blue.

I'm wondering if this is even legal. At this point we'd just like our money back so we could consider replacing the "unrepairable" furniture in our own time but it was made very clear when they called us that this wasn't an option.

What would everyone do in the same situation? I'm really surprised at how difficult they're being about this. We haven't done anything wrong. The couches still look new, they're just falling apart internally. Surely this is covered under warranty right? From reading it, it is, but they seem to be going off a completely different playbook. Surely giving us $600 back is a joke. How can that be right?

Thanks for all help offered!

Related Stores

Amart Furniture
Amart Furniture

Comments

  • +2 votes

    Skimming thru, looks like clause 10 states a full refund?
    .

  • They have a 10 year warranty right?

    This is their offer:

    Quick skim of the warranty, I would be pushing for replacement option which they so kindly left out.

    We will at your option, repair the Product, replace the Product or provide a full refund.

    Just get the replacement option if you don't have any money to upgrade etc. You might get another 2 years out of it, then time to move on or go another replacement.

  • +22 votes

    since you brought the "Spartacus" set - you have a 3rd option, trial by combat

  • Go to Consumer Affairs in your state.

  • Tell them it's a refund or you'll be pushing it further. Since when is amart so expensive? Last thing I got was a 2 seater+3 seater that kids could destroy and I wouldn't care about for about a grand, and 3 years later they are still going great.

  • This totalled to be $4300. Pretty cheap but we aren't rich

    Wrong! You are rich!

    • +2 votes

      You reckon? To do both rooms in the recommended (by the salesperson) suite it's $16,200.

      I know a lot of ppl pay that for couches, and I know quality costs, but that's too much for me.

      • That's a lot of money to sit on your backside.

        The salesperson recommended you the suite which would allow him to buy a suite with his commission.

      • That's almost four times your original budget, and frankly for that price you could get better quality furniture from many other stores. I'd go to for the refund.

  • I would try and get a full refund and go elsewhere. Try Berkowitz. I’ve been happy with my purchases from there and they have some items which you can get for a couple of grand each to replace what you have lost. I had to laugh at the suggestion of spending $16k at Amart. That would be a lot of money down the drain. I expect to get a minimum ten years out of any furniture I buy. My parents had a Tessa Australian made lounge suite that lasted 30 years of hard family use. Unfortunately you often get what you pay for with furniture. Find out what timber is used for the frame. What reinforcement is done to the padding. Where they source their fabrics etc.

  • It’s not a Kmart toaster you have there. They should last A LOT longer than that. Consumer law guarantees that with or without a 10 year “warranty”. If a product is worthy of the supplier offering a 10 year warranty then they were tacitly saying that 18 months was only a weekend by comparison. You’re being double talked. Just ask for your money back. Then kick them in the shins.

  • le sigh

    no it's not legal
    DO NOT TAKE EITHER OFFER

    their warranty is fairly meaningless
    this is what they HAVE to follow https://www.accc.gov.au/consumers/consumer-rights-guarantees...

    the length of time for which it is reasonable for the product to be used

    18 months for a $2150 couch set is rediculous

    it's a a major fault

    A product or good has a major problem when:
    it has a problem that would have stopped someone from buying it if they’d known about it
    it has multiple minor problems that, when taken as a whole, would have stopped someone from buying it if they’d known about them
    it is significantly different from the sample or description
    it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
    it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
    it is unsafe.

    i'm guessing you wouldn't have bought it had you known its insides would be collapsing in 1 and a half years?
    so YOU get to decide if its a repair replacement or refund

    take REFUND
    notice they haven't offered you that
    seriously take refund and get some crap off gumtree for a few hundred dollars - it should last you longer than that. i have a couch i got on the side of the road that's lasted longer than that and all it cost me was a can of spray vac cleaner

    print out the link i gave you
    quote from it when amart is being obnoxious
    be persistant
    don't let them talk you out of your refund
    you will prevail if you don't give in

    • +4 votes

      Thanks for your help. We did exactly as you suggested. They were very difficult but eventually they did come around. Full refund and they picked up the furniture from us. Best possible result. My living room and rumpus are now completely empty but that's ok.

      Thanks again!

  • i own a house full amart stuff and Spartacus i have to of chair i had one fail in first 6 month 2019 after buy them in jan 2019 now amart has over price it stuff point were not worth it any more

  • I am having a similar battle with them where the where whole dining set was found faulty. It has chips and faulty polish all over the place.

    They are refusing to send their staff to physically sight it and I have literally sent them over 2 dozen pics. There have been back and forth emails with no resolution.

    Their customer service is blaming that I did chips as their manufacturer is no way could have done that. What a crook bastard!

    I think I will need to approach Fair Trading and ACCC to get them moving.

    • They actually told us on the phone to contact the accc. Right after they "denied" our request for a refund.

      Pretty surprised as they advertise the warranty heavily. Lesson learned. Never buying from them again. I mean, we went there because we needed cheap furniture, but never did I think they would just collapse after 18months. It's really strange.

  • Please advise what is making these sets to appear as "dying"…. is there structural failure of the support frame? is the fabric wearing out exposing holes? is there sagging? You are unlikely to get a full refund having gained 1.5 years usage of the product. Perhaps if within 1 or 2 months of purchase there was a structural failure then you would get a full refund. Not now. Even if you do get a refund you will not be able to get the same couch sets again. As such stand firm for a full replacement, nothing less or off to Tracey at ACA we go.

    • Do you work for Amart?

    • I think you should read up on your consumer rights. A couch is supposed to last for much longer than 18months and by law we're entitled to a repair, replacement or refund.