STAINSAFE WARRANTIES are a TOTAL CON and well-known furniture dealers such as Harlem, Wickes, etc. Should not do business with them as it tarnishes their image as well. Stainsafe gives service warranties in general a bad name because of their dishonesty and total non-intention to render services paid for and entitled to. I've dealt with warranty claims before and have never had a problem like I've had with STAINSAFE.
As a result of my experience with Stainsafe, I will:
1) NEVER purchase another furniture warranty from ANY company especially STAINSAFE.
2) NEVER purchase another product from HARLEM FURNITURE "The Roomplace" in Bloomingdale, IL as they also failed to do anything about the situation when I called them about the dishonest Stainsafe warranty service they sold to me.
3) ALWAYS tell friends, relatives, coworkers, acquaintances and anyone who asks my opinion to never purchase a STAINSAFE warranty or buy Harlem Furniture.
Let me start by saying I read the warranty thoroughly, understood the terms of the agreement completely and had a perfectly legal, covered and valid claim.
Here's what happened:
October 9: I purchased a Douglas Furniture "Casino" leather sectional (Desert color) for $2,399 at Harlem Furniture, 215 Gary Avenue, Bloomingdale, IL 60108. Phone: 630-539-3200. I also purchased the "Harlem 'the roomplace' 5 Year Warranty for A & P Leather" serviced by Stainsafe.
October 14: The furniture was delivered to my home.
March 20: I called Stainsafe at 877-211-5518 and spoke with Keyosha about filing a claim for specific damage that ocurred to my sectional on March 19. Before I made the call, I thoroughly inspected the couch to check its condition and take notice of any other damage I could find. I did make a list of minor damages and defects that were not very noticeable without close inspection to report along with the major damage that occured on 3/19 just in case they would take care of that as well.
Keyosha went through each piece of the sectional and recorded what was wrong with it:
The loveseat portion with fold-out bed was the piece that sustained the very VISIBLE damage noticed and reported within 24 hours: a number of deep scratches, a puncture, and splitting at the seams - which all occurred to the two removable seat cushions. She asked me how this occurred and said that I didn't actually see it happen but I know it had to do with my only child (eight-year old son) having fun and it could have been something like a sharp part on a piece of clothing or a toy or something like that.
In addition to this, I listed all the other faults with the couch I had noticed even though they had not ocurred within the specified 5-day report rule just to be thorough: The seams along the very tops of the ALL the back cushions (non-removable) of ALL 4 sectional pieces (loveseat with bed, loveseat with recliner, wedge, and chaise) were forming small tears all along the stitching everywhere the real leather meets up with the split-leather (since genuine leather on couches is usually limited to areas that the body actually touches on moderately priced furniture).
You can see the white stuffing through all the little holes. This is not something you see unless you look for it. This to me seems to be a defect in the manufacture that I wished I had noticed within a year of purchase so I could have contacted the manufacturer Douglas about the issue under THEIR one-year warranty. I also told Keyosha about the minor scratches on the surface of the chaise piece which also did not happen within the last 5 days.
She then proceeded to use this "extra" information against me. She said that since there were multiple damages that could not possibly have occured in a single incident in the last 5 days and I could not describe EXACTLY how the main damage occurred (I thought "eight year old boy" should have explained it all) the warranty does not apply to ANY of the damages INCLUDING the ones that just ocurred in the last 24 hours.
Of course I told her that was LUDICROUS and that I only want the recent major damage to be fixed (which is limited to the two removable seat cushions) and she just kept coming back with "sorry its not covered" even though, right in their warranty in black and white it says that "Rips, tears, burns, and punctures" are covered along with "Cracking and peeling of leather finish". NOWHERE in the warranty does it say that any prior unreported minor damage older than 5 days voids the WHOLE warranty and excludes me from ANY service, compensation or coverage.
I challenge any executive, employee, fan, friend or family member of Stainsafe out there to tell me they're not out of line on this one. The very least I would expect from either Stainsafe or Harlem Furniture is a refund on the bogus warranty they sold me, which they both refused to do, much to their discredit.
Just so I feel a tiny better about being totally ripped off, I will send copies of this complaint complaint to the president of Stainsafe (Doug Wright), the supervisor that was on duty that Keyosha named (Kia) and to Harlem Furniture in Bloomingdale, IL.
Thanks for listening to me vent and BEWARE fellow consumers!!!
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