What a total waste of money and the most ridiculous process to file a stain report. They intentionally make it bureaucratic to dissuade you from filing - and they dont even have a customer service email for people to write to if you are dissatisfied. First - when I called them. They claimed that their databases are not sync'd up with your retailer chain - so we had to fax over a copy of the receipt and purchase information and provide all this informatoin over the phone - including what type of policy we bought, etc. Even with all the policy codes on the receipt, etc - they could not figure out what policy we had until they saw it in writing - since there databases and Z-barn's were not sync'd. That took about 30 minutes. Then they said all of their issues requires us to fill out an application and send by snail mail - since they do not have an online system and they do not take problem incidence information over the phone.
After doing all of that and sending out the information via snail mail - I got a notice a week later simply stating - we dont cover that kind of stain. My niece had accidentally drawn on the couch with a marker. If they had just told me that over the phone - I think that would have saved me a lot of time. Wow - I could not believe it.
That really soured my experience with the sectional. This is the most ridiculous stain warranty policy I have ever purchased - what a total waste of money and time. Try to let your furniture retailer know about your bad experience so that they do not affiliate themselves with this business.
Liz@sfbay
San Francisco, California
U.S.A.
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