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Carla of Camarillo CA (06/25/08)
I purchased the 7 year diamond supreme warranty for fabric. Stainsafe agreed to replace 2 cushions that became ripped. I was sent a letter on Oct 15 2007 and it said that I should respond if I did not get the parts within 12 weeks I have to contact within 14 days. I did contact multiple times, the last time being dec 19, 2007. This wasn't good enough. I should have contacted again. My claim was closed. I spoke to multiple people and they refused to let me speak to anyone else.
I have a couch that is ripped and a scam that I paid $175 for. argh!!
Dawn of St. Catharines OTHER (06/17/08)
On April 27 2005 I purchased a leather sectional sofa from a company called Better Shade the sectional cost us $4800.00 before taxes and we also purchased the suggegested 7 year warranty from stainsafe for the price of 257.00 in total with taxes the price came to$5815.55. Within one year the furniture began to crack and peel so we got replacement cushions from the manufacturer as it was still under their warranty.
After another 9 months the same thing happened so I contacted Stainsafe and they began the process of filing a claim for us, we had a tech come and look at the furniture, then Stainsafe sent us a letter stating that they had authorized a full replacement of the furniture and advised us to go and pick out new furniture and we did that.
Our new set has been sitting in a warehouse for three months because Stainsafe has not released the cheque to our furniture company and every time we call to find out why they give us the run around I cant seem to speak to anyone of authority they dont return my calls or the calls from my furniture company. I am very frustrated to why they wont honor the contract we have with them and why cant I speak to anyone about this their customer relations are disgusting I would not recommend anyone to purchase any of their services they are frauds as far as I am concerned.
I have spent numerous days trying to contact this company. My frustration is making me feel bitter towards warranty companies in general.
Dimitri of New York NY (05/21/08)
They do not honor their warranty. After being denied a legitimate claim, I called several additional times, making slightly different claims. In all cases the claims were denied. The agreement with them is worded in such a way as to ensure that they never pay out a claim.
In my case, I recently found a rip in my 2 year old couch. They said that it was a manufacturer defect and was therefore not covered; only accidental damage is covered. I called again and told them that the rip was accidental. They said that it looked to be intentional and they would not cover it. They will also deny your claim if the couch has any additional damage.
I paid $200 to Macy's for a useless warranty.
James of Lancaster CA (05/06/08)
On 4/17/05 we purchased a sectional from Home Gallery in Palmdale, CA, we also purchased in good faith the warrenty through Stainsafe for an additional $239.95. On 9/21/07 we filed a claim with Stainsafe. Over the next several months we called & supplied them with additional info. On 10/1/07 we spoke with Laprica @ stainsafe who informed us the claim was pending & we would receive a post card w/i the next week. Well that never came.
On 1/14/08 we emailed & called spoke with Ezzieola, who told us the material was discontiued & have Home Gallery fax them more info. We called back on 2/4 & they had no record of the info from Home Gallery, we had them again fax the info. On 2/11/08 spoke with Tamika, who said if we did not hear anything in 7-10 working days to call back. Heard nothing. After repeated phone calls we still hadn't resolved anything. Now Home Gallery is going out of business & cannot order us a new sectional.
Stainsafe is now saying that they only have to reimburse us a portion of the purchase price of the warrenty. Yup, read the warrenty, if the place of purchase is no longer in business, they do not have to honor the warrenty. So we actually never got anything out of this warrenty, so we're not quite understanding why the entire purchase price of the warrenty is not refunded.
We are now out the purchase price of the furniture, $2600.00 + the cost of this supposed warrenty which is $240.00 + all of the time & trouble we have gone through the last 8 months trying to get them to honor it.
J of Silver Spring MD (03/15/08)
I purchased a sofa and chair along with the StainSafe Fabric Protection Warranty. Within 7 months the threads on the furniture (especially the cushions) began to unravel. Stainsafe asked for pictures, which I sent, and 5 days later wrote me an email denying the claim because they don't cover unraveling threads. I will never purchase a furniture warranty again. It's a rip off.
Now I have to purchase a brand new sofa/chair set and it has not even been a year since I had this one. If I had children I could understand, but no one sits on this furniture except me. This is ridiculous and an unnecessary added expense.
Pat of Huntsville TX (02/10/08)
I purchased a leather couch in Jan.'05 and along with it a 5yr. warranty through Stainsafe. After a little over a year the cushions began coming unsewn from the couch and we made our first claim, which was promptly denied as they don't cover that. In May '07 our dog got small drops of blood in numerous places on the couch. We notified them immediately through their online claim form. That was back and forth for some time, as they claimed they did not get a complete form, they did not receive our pictures, they did not receive copies of the invoices and warranty. We even at some point got confirmation that things had been received and then in the final decision they stated that they did not receive the information and if it was not received within 30 days they would close our claim.
Shortly after that (in less than 30 days) they sent us a card stating that our claim had been denied because they did not receive all of the needed information and since we were initially given 30 days to resend the information, we did and they sent us back a refusal because it was a duplicate claim. I have quite a thick file on these people.
Then in July our puppy chewed up a pen on the couch and left a huge stain. We started the process again, got the same run around again. We mailed copies and emailed copies of the needed documents and were afraid to touch the stain. After literally months of going back and forth and requesting that they reconsider they kept us hanging until right around Christmas we received a letter stating that our claim and dispute had been denied and that we should never have been sold the warranty in the first place because the sofa had been sold as is which was explained on the invoice that it was discontinued and therefore could not be returned. I have never in my life seen any company work so hard at trying not to honor their obligations. I will never even shop again in a store that associates with Stainsafe.
I wrote the company that I bought the sofa from and sent them a copy of the final response from Stainsafe and they refunded the price of the warranty and assured me that they no longer have any dealings with this company.
Janet of Plano TX (12/21/07)
In 2005 I purchased a pale yellow sofa, chair and ottoman for $1800 with a promise that the Stainsafe warranty would clean or replace the items if there were any stains. I have tried for about 6 months to get it clean. First, fax the purchase slip. I did. They said I could not have a stainsafe warranty because they weren't sold then by the store. I asked why the stickers said Stainsafe and called the store. It said I did have the warranty. Next fax the warranty. I did. Then take pictures and send them. I did. They sent a postcard of the company that was to clean them. I called three times in a month. No reply. Then the cleaning company said they had no workorder. Back to Stainsafe. They cancelled the order because the pictures were not clear. I had to send more. At this point I called the store again. Their regional Stainsafe person said they should clean it within 10 days. There was an appointment for from 2-5 today. At 6pm I am still waiting (They did say they were running late.) I notice the Florida Attorney General is looking into the company in Case Number: L06-3-1088. I will never again accept a Stainsafe warranty.
hours and hours of time and anger as well as a sofa, chair and ottoman that now seem to resist no stain at all.
Artour of Bradfordwoods PA (12/21/07)
In December, 2005 we took delivery on leather furniture (a couch, chair and ottoman) purchased from our local Macy's (Ross Park Mall, Pittsburgh, PA, 15237). At the same time we purchased damage protection insurance from Stainsafe (www.stainsafe.com)
In the fall of 2007, we had a scratch on our couch (1.5 inches long), which eventually turned into a small opening, and eventually large hole (1.5 x 1.5 inch)
In October, 2007, we reported the damage to Stainsafe and filed the case (#1430674). Stainsafe promised to take care of the issue, and scheduled the technician appointment for December 19, 2007. (There was a 5 week lead time on the repair, and when we expressed concern that the hole may get bigger during that time, the technician's office commented it won't matter because the repair is covered regardless.
On December 19, 2007, the technician came, spent about 10 min, took pictures, and told me that the opening happened because of bad cow skin. He said that it was due to the utters, which causes cracks and openings. Then the technician connected me to a Stainsafe representative, who over the phone told me that the damage is the manufacturer's fault because of bad cow skin, and that Stainsafe will deny the claim.
The Stainsafe's story about the bad cow skin is very clever, but rather suspicious and irrelevant. It is to the point that we do not know who we should address the issue with: the cow, the farmer, the manufacturer, Macy's or Stainsafe. Of course it is hard to argue the fact that the damage was because of the bad cow skin? Perhaps. The next time Stainsafe will say that high humidity resulted in damage, should we then blame nature? We understand that things happen. They are unforeseen, unexpected, and that is EXACTLY why we purchased protection insurance from Stainsafe. We did not pay Stainsafe to lecture us about bad cow skin and utter problems. Frankly we are not interested. We simply purchased a leather couch, had a scratch which over a period of time became a hole, and we want it to be fixed by Stainesafe as they agreed after we paid them the coverage fee - $200.
D of Media PA (12/11/07)
I purchased Stainsafe warranties for our living room chair, love seat and sofa. I filed a claim within the time frames listed on the warranty, providing all the information requires, including pictures, copy of warranty, copy of receipts via email. After various emails and telephone calls to Stainsafe, I was told that a technician would come to my home to remove the stains and that I needed to call TriState Furniture to schedule for the technician to come. I did this. The technician came on 10/5/07, the day he was scheduled to come, 1/2 hour after he was supposed to be there. He came in and viewed the furniture, took more pictures using his cell, went out to his car, came back and said he was unable to remove the stains and that he would send his report into Stainsafe the following day. His visit took 5 minutes. I asked him to at least try to remove the stains, and he said he couldn't. After not hearing from Stainsafe, I called and was told that it would take 14 days to process the claim once the technician's report was received. I called or emailed weekly, and not until 11/14/07 did they actually say that they received the technician report.
After several more calls to Stainsafe and promises of personal handling by several reps and still not receiving any responses as promised, I called and a rep--after having me explain everything again, even though it is all on their files--told me: I waited too long to follow up on the claim, the technician's report shows customer negligence, and the claim still has not been resolved. But, I should allow another 14-21 days to hear back from Stainsafe. I finally requested to speak with a Supervisor. . After having me repeat my situation again, Shidell, who seriously lacked any kind of professional raport or the customer service skills you would expect a supervisor to have, told me to wait for my claim to be handled. I asked to receive a response back via email only to be told by Shidell that is not what they do but she would take my email address.
So here again, as I wait to hear back from Stainsafe, I wonder a few things including that Stainsafe can simply come up with customer negligence as an excuse for all stains--and that burning $140 would have been more worth it than purchasing Stainsafe which is kind of what I feel like I did anyway. From a business stand point, wouldn't it be more cost effective for Stainsafe to actually fulfill their warranties and clean the stains than to continue to pay wages and benefits of customer service representatives to tell us continuously to wait. They could probably reduce their overhead by 50% by just doing what WE HAVE PAID THEM TO DO AS THEIR CONTRACTS STIPULATE. I'm probably going to have to hire an independent firm to remove the stains.
Jeri of Walnut CA (11/23/07)
Bought leather sofa from Wickes 9/14/05, for $908.21, purchasing the 7 year leather protection warranty thru Stainsafe for $108.20. On 8/22/07, we noticed a problem with the leather on the arm of the sofa. I contacted Stainsafe, explained the problem. The girl on the phone seemed to have a problem with my explaination, but after approx. 15 minutes of her not understanding, the claim was denied. I contacted the store (Wickes, West Covina, CA) and explained the problem to the salesperson who sold us the sofa and the warranty plan. She understood me and said the problem should be covered. I then contacted Stainsafe the next day and spoke with a supervisor. After she listened to approx. 5 minutes (of a 15 minute call) of my previously recorded compalint, she said the sofa was not covered. They have refused to talk to us or send anyone out, because our claim has been denied. Wickes customer service has been no help. They do not return phone calls. The store manager, Salvadore Fernandez has been of some help, but he can't get anywhere either.
Kellie of North Vernon IN (09/03/07)
I started the warrenty process in April by reporting a stain and small hole, the technician came out and stated the product needed replaced and stated he would turn it in. He stated the replacement parts would be delivered within a week. When they had not arrived I called. The operator on the phone stated it would arrive in 8 to 12 weeks. On May 10th I recieved a letter saying the replacement had been authorized. I have called several times stating the product had not arrived as of yet. It is now September and I still have not recieved the parts or any action on the repair of the couch.
I paid for a service and they have not lived up to their half of the contract. I paid the money and It would be nice if they did their half.
Kimberley of Miami Beach FL (04/24/07)
I bought a leather sofa in December of 2006. In April 2007, a severe discoloration appeared on the center, upright, back facing section about 3 inches in diameter. I did not abuse the furniture, nor did I spill anything on it. I purchased the Stain Safe warranty which was now what I think a rip-off. Neither Macy's nor Stain Safe wants to take responsibly to repair the leather sofa. I was told by a technician who came to look at the problem that the dark brown leather color is painted on the leather. I was under the impression that leather was dyed. Both companies have protected themselves pretty much any way they can in order not to repair the discoloration - or removal of the painted color. If I did not see what happened to the sofa, how can I know what it is? The clause from Macy's is the sofa is not defective, then why is there a large discoloration spot on the sofa? I can only guess that it may have been a pet stain, which is covered by Stain Safe, Macy's warranty company. Stain Safe turned my words around stating that I said it was a chemical that made the stain, which I did not state - I merely suggested that it must have been something from my pets. Neither company wants to take responsibility for repairing the discoloration or replacing the merchandise because it is defective.
Kellie of Foxboro MA (04/09/07)
I purchased a 5 Year Protection plan for my Sofa a loveseat. I purchased the furniture from Alperts in Seaconk, Ma. This plan is to cover a list of stains and the stain is to be reported within 5 days of the stain occuring. I called and reported the popsicle stain on my couch within 2 days. I was told that someone would be contacting me to set up a time to clean the couch. About two weeks later a company called and said that they would be there the very next day, which happened to be a Saturday, the only day of the week when I work. I told the company that I can do it any other day, but I have to work and there was nothing I could do because of the short notice. This company said that was the only day that they would come out. I contacted Stainsafe again and again over the past 2 months and I keep getting the run around. Nobody can tell me if someone will be out and everytime I call the people I am dealing with become ruder and ruder. At this point I do not believe they have an intentions on cleaning my furniture. I feel that they took my money for this plan and I am unable to use the service. This is the biggest scam I have ever come in contact with.
I have a very large purple stain in the middle of my couch, after 2 months I do not think that it will come out. I would have to pay another company to come out and try and It will cost me $100 on top of the $100 I paid for the protection plan with no guarentee that it will come out. I states in the stainsafe contract that If the stain does not come out after they clean it they will replace it.
Tienina of New York NY (03/02/07)
I don't understand why my claim was denied. I have a 7 year warranty that I paid for at the time of purchase. The problems were noticed less than a week ago prior to me sending a few e-mails and phone calls regarding these matters. I have sent by fax four times and through e-mail three times since 2/22/07. Why has my claim been denied? I have claims on file with Stainsafe prior to these new matters with my furniture. Do I need to obtain my warranty information and receipt for proof of purchase and warranty. This is outrageous and Stainsafe needs to be more compassionate to errors and courteous to a warranty already paid for. I refuse to suffer because of a typo error and I corrected the claim indicating the problems were noticed on 2/22/07 which is the same day I filed my claim. I do not have the funds to pay out of pocket when I have a legit warranty.
Marilyn of New York NY (12/26/06)
In February of 2006 I purchased a sofa from Macy's and in addition I purchased the Warranty from Stainsafe. The warranty stated that it covered damages due to ink. In October 2006 my two toddler children (ages 2 and 3) wrote all over my sofa with pens. The next day I phoned the Stainsafe to report the incident. About two weeks later an inspector came to look at the sofa. He informed me that there was too much ink on the sofa and he did not know if it would be covered by the Stainsafe. About two weeks after that I phoned to get an update on my claim. I was told that in about 8 weeks I would receive a letter that I could use to get a new sofa at Macy's. The letter never came so I called again. This time I was told that the claim was denied because the ink must have happened over a long period of time and that I would get a letter explaining this. The letter stated that an accumulation of staining or damage indicaes a lack of consuemer adherenece to that reporting time frame and would not qualify for further service.
I now have a sofa that has been written up by my children. I spent almost $2,000 on the sofa and it is less than 1 year old. I need them to remove the ink or to replace the sofa as it is stated in the warranty certificate.
Keri of Merrick NY (07/12/06)
When I bought my couch from Seamans, I purchased Stainsafe protection. When my couch was stained, I put in a claim (May 2005). In June of 2005 I was advised that because Seaman's went out of business, they would not repair or reimburse me for the couch. Under the Stainsafe guarantee I was told if they couldn't fix the stain, I would be reimbursed for the price of the couch. I made an agreement with Stainsafe to be reimbursed for the actual price I paid for stainsafe, approximately $70.00. The couch was way more than that. I had to have a document signed and notarized 2 times in order to get the refund. It is now July 2006 and I still have not received my refund check. I have called and left several messages. I have been emailing them. I get no where. I have saved all the papers and emails sent throughout the past year.
My couch is still stained and for that I have what appears to be no recourse.
Stacy of Arnold MD (04/27/06)
We purchased a sofa from the furniture store Sticks-N-Stuff on 9/16/02. We also purchased the protection plan for the sofa. In early 2005 we filed a claim for a replacement pillow. In a letter dated 5/10/05 we were notified that a replacement pillow was being sent. In August we were notified the fabric was no longer available and we would receive $300 replacement cash towards a new sofa. We received a release letter dated 9/30/05 which had to sign and have notortized and mailed back within 90 days. We did so on 10/26/05. We were supposed to receive our money within 8-12 weeks. We have made numerous calls, but has yet to receive a check. It has been confirmed to us that our letter release was received and sent for approval on 11/16/05. The latest we should have received the money was 12/05.
We still have a damaged sofa! with no cash to use for a replacement sofa.
Ethel of Pikeville NC (02/01/06)
I purchased a leather sofa May 16, 2003 from Furniture Liquidators in Wilson NC. I also purchased the Stainsafe Protection Plan. The plan is for 5 years. I called a claim in to them in December of 2005. While cleaning my leather couch I noticed a separation of seams and some cracking and peeling of the leather in 3 areas. I perform a routine inspection of my sofa and rocker each time I clean it. I called in the claim to them as soon as I started the cleaning process. After spending about 30 minutes on the phone with them telling them the locations of the damage, they informed me that they could not honor my warranty because of the multiple areas that I told them about. I have a 5 yr warranty on the sofa and I also have a 5 yr warranty on the rocker. Neither warranty mentions a limit to the number of areas that they will cover. The warranty basically says that they will repair or replace furniture that cracks or peels and separation of seams was included in the warranty also.
I spoke to customer service first.After getting no where with customer service I requested to be transferred to someone over customer service. I was transferred to someone named Charles (he would not give me his last name) in the consumer adovocate group. He was very rude and insisted that they would not honor the warranty.
Kevin of Lewisville TX (12/01/05)
We purchased a new mattress. At that time we purchased the Stainsafe protection. They treated the mattress before we brought it home, the treatment is supposed to make the mattress stain resistant. Two years later we had a stain. We reported the stain. Stainsafe sent out a tech that tried and could not get the stain out. Stainsafe told us on three sepertate phone calls that they would pay for the mattress since they could not get the stain out. Finally after fourty days and seven phone calls, they told us they would not pay for the mattress to be replaced
I have a bad back and the matress that they wont replace is faulty, has bad springs in it. Since they wont replace the mattress the mattress company wont warranty there mattress. I have to sleep on a different bed away from my wife because the faulty mattress kills my back. Im going to seek treatment for my back tomorrow.
Brenda of West Fargo ND (11/07/05)
I have reported a claim for my furniture, which I purchased the plan to cover. They asked me to fax in a copy of my purchased papers and contract, which I did. Now I have not heard back from them except a email telling me my claim has been denied. I have emailed them and it takes a month for them to reply and then they don't even reply with an explanation of why its been denied. Twice it has taken them over a month to email me. Which is horrible customer service-this was turned in back in July. You can NOT reach them by phone as you are on hold forever, which is why I emailed them.
I have a covered loss by a purchased contract that they are obligated to look at and haven't.
John of Pensacola FL (10/08/05)
Breach of Warranty Contract:
Purchased Stainsafe 5-Yr Platinum Comprehensive Furniture Protection Plan on 3/20/02 for cost of $249 (Contract # 01675100013726)upon purchase of Sectional Sofa Sleeper. Such plan states in writing:
Plan coverage includes accidental rip, tear, cut, puncture, or burn.
The Warranty Exclusions Section DOES NOT specify that multiple tears are excluded.
Claim #1071033 submitted on 10/7/05 involving the repair of 6 ea. accidental tears was denied (Reason: more than 2 tears were requested for repair). Escalation to the next level (i.e. Stainsafe Consumer Advocate Dept.)resulted in non-resolution of claim denial. Attempts to nullify claim and submit new claim for only 2 tears was denied as well. The Stainsafe warranty was purchased at Home Place Furniture Store (Pensacola, Fl) upon purchase of a sectional sofa-sleeper) on 3/20/02 for $249.
Olalekan of Silver Spring MD (07/13/05)
I have furture items loveseat and sofa that are under extended warranty with Stainsafe Inc (purchased from Marlo Furniture).
I have been contacting them for the repair work since about a month ago to no avail.
I called and sent email, there have not been any concrete response to repair the tear on the love seat and the pillow coushion seam tears.
The warranty is valid from November 2001 to November 2006.
Miguel of Newark NJ (04/30/05)
I have a warranty of leather protection and they came to check and the person who came to check said that if anything happens that the warranty covers it. And I called because the sofa's leather was broken and and they sent a repair man to fix it. And the repair man said that it couldn't be fixed, that it couldn't be repaired so he said that they are going to get a replacement for the sofa. And that same day I talked to a lady from the warranty and she said it was approved. And then they sent a letter saying that there work was done since replacing the sofa and fix the tear.
Patricia of Lynbrook NY (01/20/05)
I purchased a bedroom set back in May of
2002 with a 7 year warranty. I had problems with the side gliders on the drawers on the large dresser that started from the inception and the repair people were in so many times that it became apparent that the gilders weren't holding because the wood is actually stripped in those areas that the screws are attached to. Back in August they said they would put in for a new dresser and I'm still waiting after numerous calls. Today I called again and now they tell me it has to be processed from upper mgmt. This is totally insane.
I now have a dresser that is totally
unusable and must store items in other
areas of the room, some on a chair. I think this is totally unfair and totally unprofessional. These people shouldn't be in business. It is a disgrace.
Diana of San Francisco CA (09/10/02)
I purchase a sofa from macy with 5 years warrenty. I had the seam repair before and now is is open again. I call the stainsafe and request for repair I was told that I have to call for the repair within 5 days even my warrenty is honor.
I am very upset and unjust. I feel stainsave does not want to honon its warrenty
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