My husband and I bought STAINSAFE leather protection from Seaman's Furniture store in Woodbridge, NJ. We were told that it would repair any damage caused by pets, and because we have two cats, we bought it. There was no other reason for us to buy it and we truly thought we'd never have to use it.
Two months later I noticed a puncture on the arm of my sofa and I filed a claim. I stated that it was a puncture from my cat's nail because that is what I assumed it was. I filed this claim via e-mail and did not get any response. I tried to reach them a few weeks later and could not reach anyone. I gave the number to my husband and he tried.
Finally after waiting and waiting on the line he got through to a horrible, rude, obnoxious customer service representative named Kia. He asked about our claim and she told us that they do not cover pet damage and that is why they didn't respond. You think they would be curteous enough to have let us know this when we filed the claim.
He stated we were not sure if it was pet damage because we had not seen it occur, and she accused him of changing the story and essentially called him a liar.By the way during this conversation, she placed him on hold multiple times and in excess of 1/2 hour.
He stated to her that he did not appreciate being put on hold and could we just have a refund for this service because we bought it under the pretense that it covered pet damage. She just hung up on him.
I read the contract through and it said nothing about not covering pet damage and called them myself. During this time I also called Seamans and they would not refund the money either.
They stated Stainsafe had to issue it. When I was finally able to reach an operator I stated the contract said nothing about not covering pet damage and that was the only reason we bought the protection. I also stated that I wasn't sure it was even pet damage and that in fact their first bullet point that indicates what is covered is written in such a way that it leads one to believe significant pet damage is covered under this protection. She simply stated "I know what you mean, but it is not covered."
Apparently a cat urinating on the couch is, but not punctures. She also stated that if it does not specifically state something it means that thing is not covered.
This allows them to give everyone the runaround and allows them to sell a false service. There is hardly anything excluded from the warranty they offer according to the language but once you file a claim NOTHING is covered. I spent $240 on a service that has caused nothing but heartache and once this false sevice is bought a refund is impossible to get, which is all I want at this point.
I would seriously consider filling or tiping a lawyer off to the horrible business practices of this company. I wouldn't care if I never saw that $240 again if someone could straighten out this crooked company.
0 comments