I purchased a Leather couch about 3 years ago, protected under the stainsafe warranty. After the first year some of the leather had cracked, so I called to have those pieces replaced, then the runaround began.
For the last 2 years, every week I have called stainsafe, trying to get them to honor the warranty without much success. They forget what model couch I have. They claim they call my telephone number but every week I have to confirm what telephone number they are using, they always put down the wrong phone number. They forget what color the leather couch is. Supervisors never call back. They intentially put down wrong information in the reports. They shipped me the wrong parts, so they did not have to be installed. They claim that UPS "lost" the shipment of parts. When I call and ask for a supervisor, they refuse to let me speak to one.
While looking over the leather, I noticed several places that had small cracks/tears, so I called again to make a new claim. That claim was denied because, they are of the opinion, that since multiple pieces of leather have small cracks, the cracks obviously must be over 5 days old, so the denial was automatic. Even though when I first saw the cracks, I called the same day.
I purchased the couch through Wicks Furniture. Their customer service told me that many people have similar problems with stainsafe. They Wicks claims that they can try and ask stainsafe to honor the warranty, but they have had no success to date.
The warranty cost $100.00 for 5 years. It is a ripoff. It is just a scam to steal $100.00 from people purchasing new furniture. The $100.00 would have been better spent purchasing leather from the manufacturer and replacing it yourself.
I have called Wicks corporate headquarters and have left a message for the person who is in charge of dealing with stainsafe. The next step will be to contact the Better Business Bureau and a possible pro se lawsuit.
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