Stainsafe has a warranty for wood furniture. I foolishly purchased the warranty when I bought my daughter's first bedroom set in Feb. 2001. The wood slat under the mattress just above the middle draw broke in January and I called Stainsafe to report the damage immediately. I filed the claim and 3 weeks later I called back to find out why I hadn't been contacted and was told there was no technician in my area.
I then started to get angry, as this is my daughter's bed and was told I would be contacted within 24-48 hrs. I received a call to set up an appt. For a tech to come to my home three weeks later, now bringing me into March. The tech told me they couldn't repair the bed and this happens all the time with this type of bed. I waited two weeks and then called this company once again and I was told that my claim was being reviewed and would receive a phone call by 3/29/04.
I gave this company the benefit of the doubt and waited an extra two days and called again today. The Customer Service Rep told me that the tech never filed his report and no one made a note to have a supervisor call me. He then stated that once my claim was reviewed it could take up to 14 weeks for a replacement.
I then insisted on speaking with a supervisor and was told that they were all on other phone calls. I then told him I'd hold until one became available. He didn't seem to like that idea and told me that wasn't the procedure, a supervisor must call me back within 24-48 hrs. Well I've already waited 5 business days and told him this is just wrong and I wanted to know who the owner of the company is. He stated he didn't know. I then asked who the CEO or Vice President of the company is and again was told he didn't know. I told him I didn't believe him, how can you not know who owns the company you work for.
I've already filed a complaint with BBB but I'm really angry and frustrated by the non service this company is performing and we've already paid them to do this. I've was concerned that the bed was unsafe and my daughter has been sleeping either on the floor in her brother's room or on the sofa. I mentioned this fact to the c.S. Rep as well and told him that I didn't buy this warranty to become stressed, had I known I wouldn't have added the warranty. (I've looked at this certificate each and every time I place a phone call to this company and I can't find anywhere on this certificate where it say I have to wait 14 weeks for a replacement.)
This particular rep then said to me, "What would you do? Buy another bed?" I said yes, it would have saved me alot of phone time and aggravation. Plus I would have had the warranty money in my pocket instead of theirs.
How do we get this company to keep their warranty promise???
Patricia
Bergenfield, New Jersey
U.S.A.
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