Very disappointed

Extremely disappointing experience with Lewis Furniture and Monarch Insurance

I am extremely disappointed with my experience with Lewis Furniture and Monarch Insurance regarding a bed that I purchased and was still paying for.

The bed developed serious problems, including a broken/damaged base and a mattress that was sinking, and I reported the matter because I expected the issue to be investigated and resolved fairly.

What followed was an incredibly frustrating process. I had to repeatedly follow up regarding the claim and provide the information and documentation requested. At one point, I was even told that paperwork had not been properly received by Head Office, which caused further delays and frustration.

I also dealt with the branch regarding the matter and was directed through the claim process, including being told to go to the police station, complete an affidavit and provide photographs and other documentation. I cooperated with the process because I genuinely wanted the matter resolved.

I was eventually informed that the claim would not be accepted. What is particularly disappointing is the impression I was left with throughout this process—that when a product is damaged, the customer is essentially expected to prove that the damage was not their fault, rather than feeling that the company is genuinely trying to help resolve the problem.

After everything I went through, the final outcome was that Lewis Furniture/Monarch Insurance would not claim the bed.

At this point, I have decided to simply continue paying for the bed and finish paying it off, even though I am extremely unhappy with the outcome. But I feel that other customers deserve to know about my experience before making a purchase and relying on the insurance/claim process to protect them.

My biggest disappointment is not simply that the claim was rejected. It is how the entire matter was handled and how difficult it was to get clarity and resolution.

I purchased the bed expecting a quality product and expected that, if something went wrong, I would receive fair and reasonable assistance. Instead, I was left feeling like the responsibility was being pushed back onto me as the customer.

I hope Lewis Furniture and Monarch Insurance take this feedback seriously and review how these matters are handled. Customers deserve clear communication, proper investigations, accountability and fair treatment, especially when they are paying for products over time and also relying on insurance/cover that is supposed to provide protection.

This review is based on my personal experience and the outcome of my claim. I am sharing it because I would want to know about another customer’s experience before spending my money.