Mobilia Furniture

[Sumeet Sawhney]

I purchased a sofa from Mobilia last year and it started to get out of shape soon after. I paid additionally for insurance for them to repair or replace it in case the need arises. It was hard for me to get in touch with them and eventually, after weeks when I did (October 2022), they sent a technician who partially repaired the sofa. I was told that they need to order additional material to fix the sofa.

I have been writing them to follow up on the status since then and have received replies like 'we have send about 4-5 emails to the manufacture for an update until now we did not get any response back - (April 2023)'

Later in may I was informed that the part was in production. Earlier, they had mentioned that the model of the sofa I had purchased has been discontinued. Now they say that it won't be anytime before September that I can expect to hear from them any further regarding the repairs.

I feel terribly sorry to have purchased a sofa and paid additionally for the insurance plan. I have now waited and have been forced to use the sofa despite utter discomfort & its shabbiness which is an embarrassment for over a year.

Order # for the purchase: 1022153CBFO

 

[helenabee]

We purchased a modular sofa from Mobilia a few years ago and, at the time of sale, were strongly encouraged to buy the 5-year Zuchora insurance. We were told it would cover wear and tear and make any issues simple to resolve. Unfortunately, our actual experience has been the opposite.

Two years in, the sofa developed its first issue. What followed was nearly a full year of emails, multiple unsuccessful repair visits, and a constant need for us to follow up just to get basic information. There was no continuity, nothing clear and long stretches where communication stopped unless we chased them. Eventually, Mobilia approved a replacement piece and instructed us to visit the Burlington location before a specific deadline. We did — spending about an hour choosing the replacement and completing their paperwork. We were told we’d be contacted when the part arrived.

That call never came.

After waiting, we contacted them ourselves, only to be told (in a surprisingly dismissive tone) that the replacement had been sitting there for some time — and that we should have called earlier. Once we went in to pick it up, we were unexpectedly told we needed to pay over $800 because they had “no record” of the replacement request or the paperwork we had completed with their own staff. At this point, we’ve lost hours of our time and all confidence in both Mobilia’s customer service and the value of the insurance they sell so aggressively. The process has felt disorganized at every step, with communication breakdowns and contradictory information depending on who we spoke to.

In our experience, the insurance was effectively useless, and the warranty process was far more complicated and time-consuming than it needed to be. Buyers should be aware of what they might be walking into if they rely on post-purchase support.