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A RETIRED couple was left distraught when the recliner sofa and chair they bought stopped working.
Raymond Shockey and his wife had carefully invested $463 in a five-year warranty plan, believing they were protecting their final furniture purchase during their golden years.
When the couple made the purchase from Living Spaces in 2021, they didn’t expect to face claims issues over the warranty years down the line.
“We just want our buttons to work,” Shockey told local CBS affiliate KENS.
“We ran into a dead end.”
In September 2024, the buttons on the chair stopped working, meaning it couldn’t recline.
So the Texas couple put in a ticket with the warranty company.
A few days before the technician arrived, another problem popped up — the buttons on the left side of the sofa stopped working.
When the technician finally showed up, Shockey pointed out both issues. The fix seemed straightforward.
“I was told he would order the parts, they would be shopped [sic] directly to us and when we got the parts we would notify the warranty company,” Shockey told KENS.
Shockey assumed that the warranty company, Carefree, would handle the rest.
But things quickly unraveled.
When a second technician came to install the parts, the Shockeys realized they had been sent the wrong ones — neither the recliner nor the sofa could be fixed.
And not only that, but the company claimed they had no record of a sofa issue — yet they had already sent Shockey parts for it.
Still, determined to get the problem fixed, he filed a new claim.
That’s when the real setback hit.
Carefree denied the claim, citing a technicality: more than 30 days had passed since the sofa first malfunctioned.
It didn’t seem to matter that Shockey had reported the issue to the first technician within that window.
He had done everything right—flagged the problem, trusted the technician to order the parts, and followed instructions.
Yet, the company’s system had failed him.
We just want our buttons to work, we ran into a dead end.
Raymond Shockey
That’s when the Shockeys turned to KENS to help them sort out the issue with the company.
KENS contacted Living Spaces, clarifying the Shockeys had reported the issues to a warranty company technician well within the 30-day period.
Just two days later, the Shockeys received a response from Living Spaces, acknowledging the issue and apologizing for the confusion.
In their email, the company assured the couple they contacted the warranty provider, Carefree, to revisit the claim.
Carefree provided the following statement to KENS: “We have reached out to Carefree to have them take a second look at the reclining sofa and they have approved your claim for your sofa as well.”
In addition, they offered the Shockeys store credit for the sofa.
The U.S. Sun reached out to Living Spaces for comment but did not receive a response.
