Stainsafe review: Furniture Warranty Service is total ripoff! 59

I have done everything as requested by stainsafe, sent photos ect. My claim was initially denied because I did not send in the original warranty information. I sent a copy as requested. When I did send the original paperwork (I finally found it) I was given such excuses as our scanner is not working so we can't process your claim to a technician will be out within five to seven days.

9 months later they are still denying the claim! I have provided everything as asked, they will not give a reason. They should be shut down! How is a company this unethical allowed to operate and continue to draw funds from consumers...

Beware!

I have been waiting one year for replacement of my glass table top. I have a seven year warranty and they are telling me that since they no longer deal with the furniture store, they do not want to honor my claim. When I try calling them, they either hang up on me, or tell me the only communication they will accept is email, mail, or fax.

What a ripoff!

I purchased a warranty for my couch through Stainsafe. I paid $179.99 for the warranty and the warranty says along with the sales rep stated that it covers Cracks, rips, tears burns... My wife called them to report a claim and the rep for Stainsafe gave her a hard time then had my wife describe the damage to the couch and when my wife did Stainsafe stated that the warranty was not covered because my wife said the couch was scratched, the couch is clearly cracked and I even asked to send them a pic to prove by giving pics and they told me that they would not cover the warranty and when i asked why the supervisor just stated that she was not going to overturn the other persons decision. I am 38 years old and this is the worse customer service I have ever seen. I am proceeding with legal options against the company but it is still a shame when you pay good money for a warranty and have a legal claim to it.

I've been trying for weeks to get in touch with this company. The phone number that is given doesn't even ring, and I've sent multiple emails trying to get them to get the stains out of my "unstainable" microfiber chairs. I think they must be waiting for the warranty to run out so they won't have to take care of the situation. Does anybody know how to get in touch with this company? Of course, the La-Z Boy store that I purchased the chairs from is no longer in business, so I'm not sure where to turn to now. Any body have any idea?

Stainsafe is one giant rip-off. They have rejected three warranty claims either without justification or on a flimsy excuse. On my Berkliner couch they advised they would not cover the reported damage as I filed the form a few days after the seven day notification period. What difference should that make as it was STILL WITHIN THE WARANTY PERIOD! My mistake for being honest with a dishonest company. No one should do business with any furniture company offering a Stainsafe warranty. It is the worst and if the state of Florida had any guts they should shut them down. I will advise everyone I know of my experience and will never do business with a company that works with Stainsafe. Suggest everyone do the same.

I am so amazed by all these people complaining about Stainsafe warranty services. I was given an example yesterday of how to explain to people how warranties work,... same as the car insurances... you pay for a car insurance but you never ask how it works until you have an accident... right?

... 2 days ago you hit a garbage can... kept driving..2 days later hit the mailbox... kept driving... yesterday you really hit another car... you call the insurance... do you think that because you're being honest you are going to have the insurance cover the 2 old scratches of the garbage can and mail box? NOOOOOO...

And why? if you paid for that stupid insurance!... same thing... you never took the time to speak to the guy who sold you the insurance policy, or the warranty certificate at your store... right?

Now, you get it?

If you call to make a claim and get denied ..maybe you never took the time to ask your store for the warranty copy or the guidelines or limitations? or even cared to get a copy the "shark" at the store told you it will cover everything?

WHO'S FAULT IS IT?

You, people making "non sense" complaints... get a book... get a hint... be smart and stop looking ridiculous with something that just makes you look ignorant... you dont read the limitations and want it all fixed for 10% of what you spent?

Do you think insurance/warranty companies are not aware of this? that by having so many ignorant people buying their product is how they survive?.. you can scream all you want... is all in there... YOU JUST DONT SEE IT.

In '06 we attempted to submit a claim regarding the leather cracking on our couch. We had to call multiple times to even get someone on the phone. My wife gave them all the required info and I faxed in the documents. We never heard a word from them. I resubmitted recently and they declined our claim based on the time between the damage occurring and the time we resubmitted. This is a total scam, you can't even get a real person on the phone. I will never waste my money on one of these warranties again.

I called them to let them know my 3 year old son wrote on our leather sofa with pen. I filed the claim the next day. They sent a tech out 3 weeks later. I called to find out what they would do since the tech could not get out the stain. He said the pen sat too long. They denied the claim. They told me the tech said it was permanent marker. BS. I am currently writing a response to that denial.

Cheri Riccio.

I paid 159.00 for the 7 year fabric protection plan. So far I called twice to report a stain within the 5 day period. The claim process is horrible, they ask you so many questions and the same questions about the furniture and invoice are asked when you called for every claim. Anyways, I called the 3rd time within the 5 days to report that my daughter vomited on the sofa and it was kind of all over in 2 places of the cushion. I reported the problem on August 30th 2007. It took the technician 19 days to come and service it. The technician claimed that he tried to reach me before, but that's not true. I always check my messages and there were none from the technician. Not only that, after he contacted me, he couldn't schedule me for another 8 days. The sofa already stinct and now the spots started to dry out. Finally when the technician came today, he claimed the stain safe company that there are more spots and the spots looked like add on spots. THAT'S NOT TRUE. First, it took him so long to come and clean and by that time the spots were way dried out. I AM SUPPOSE TO CLEAN IT? IS THIS THE SERVICE WE GET OUT OF STAIN SAFE? WHAT DID I DO WRONG, I CLAIMED THE STAIN ON TIME AND IT WAS ME WHO HAD TO LIVE WITH THE SMELL. THIS IS A TOTAL RIP OFF. The agent on the phone told me that they will not be able to provide additional services because of this. STAY AWAY FROM THIS RIP OFF COMPANY. I will report this to every single site and reach the consumer and advise to stay away.

I have been waiting for a settlement check for 1 year!

Refuse to Honor 5 year Protection program that was sold to me.

Stainsafe will find every reason to deny a claim. The latest claim I made was that the joint on my bed footboard was splitting. Well I didn't use their language of failed joints so my claim was denied. Do not buy into this bogus warranty.

I bought a leather American Signiture Couch from Value City. I saved every slip of paper and receipt with my warranty from Stainsate. I wrote every detail in the online claim and even though my warranty says my leather couch is covered if it cracks or peels they denied my claim. It is a 7 year warranty, and I bought it in 2004. Stainsafe states I described normal "wear and tear". It is a scam and no one should buy the warranty. I made sure to use only descriptions in the warranty coverage. They make it impossible to make a claim with the amount of info and receipts you need and then even when you PROVE you are right they use the "wear and tear" statement to not repair the damage. Then if you get a tech from the company to come in and actually look at your furniture they make YOU pay him since they do not honor a denied claim.

I am a subcontracted service technician for Stainsafe warranty company. I have done hundreds of service calls for Stainsafe in western Pennsylvannia, beginning in August 2006. When i receive a service call from Stainsafe, i have 48 hours to contact the customer to schedule a service call. which must be done within 7 days. If something is repairable, it is fixed at that time. If something is in need of parts, i communicate by fax for what is needed to repair item(s) at that time. The problem that i have with Stainsafe is they do not like to ay for these service calls. The last payment i received was on Feb 2nd of 2007. I have called many times to the tech hotline about this matter and have gotten nowhere. I have recently dropped Stainsafe from my company and sent letters to get payment. I have recently have taken them to civil court to resolve this matter. If their is any one in western Pa that is having trouble getting their furniture repaired by Stainsafe you may fax information to my company: Cratfy Woodworking [protected]. I will give all customers 50% off discount for all or any repairs.

We purchased an American Signature couch pair and after three years the leather started comming apart. They refused to honor the lifetime warranty, using lots of small print to get out of it. StainSafe likewise refused the protection of the seven year plan we purchased. stainsafe refused to send anyone out to even look at the problems. I'll never purchase anything from this company again, period. At the end of the day it's not worth call ing lawyers over, best recourse is to simply go elsewhere in future.

J'ai acheté en octobre 2004 du Père du Meuble un fauteuil et un canapé avec une garantie de 7 ans de Stainsafe .
Le fauteuil a des craquelures sur le dossier, qui va s'occuper de ma garantie?

J'ai acheté en octobre 2004 un fauteuil et un sofa chez le Père du Meuble à Longueuil avec une garantie de sept ans de Stainsafe.
Le Dossier du fauteuil a des craquelures. Qui va honorer cette garantie?
nonise00@hotmail.com

I work for a warranty company that did the claims for Stainsafe.. I recomend that you call Uniters North America they took over the Stainsafe claims.. most of them!

I can't speak for other Stainsafe distributors outside of Florida, but I had a great experience with them today, 7-23-10.

I purchased GreenGard by Stainsafe out of Palm Beach Gardens to cover my desk and entertainment center. I dropped a trophy from the hutch onto the desk top and put a medium gash in the wood. After reading the complaints I almost decided not to contact them, but said I had nothing to loose. The contact was easy, the form very simple and direct, their reply was polite, quick and professional.

I cant see where the damage was after they completed the repair. Great work.

All of this in about a week from my first contact with them.

I recommend using Florida's Greengard by Stainsafe.
Ken

When I originally placed my claim with Stain Safe, I was very proactive in my communications with them. I had faxed / emailed in all of my required information and even called in to follow up that my information was received. I literally asked multiple times..."Is there anything more you need from me? - I have given you all the required information, if ANYTHING else is needed - Please Call". I even requested that she keep good records of my follow up call as I have had previous bad experiences with warranty services. I was told by the representative that they have all my information and I would receive a call from the repair service in 2-4 weeks when the part arrived. She stated multiple times that they would not need any more information from me. When 4 weeks went by and I didnt receive a call from the fabric repair service I decided to follow up with Stain Safe by placing a phone call to the warranty services department.

When I reached a representative and gave them my claim number, I was told my claim had been closed. She rudely explained that they sent me 2 emails and a letter in the mail. Let me just say that I keep very good records of both emails and mail received and I have received neither. I mentioned that I had followed up immediately with a phone call after I sent in the required information. I had asked the rep from StainSafe what else they would need from me. I also mentioned that I was told by this customer service rep that I would be receiving a phone call when my part came in.

The rep I spoke with today claims that there is no record of my follow up call. I immediately requested to speak to a supervisor. Upon my request - I was transferred into an odd automated voicemail system. The voicemail's instructions were very ambiguous to what information they needed me to leave. Confused, I hung up and dialed again. For the second time, I was greeted by a rude customer representative. She said that the previous rep has told me what to do and that my claim was closed. I again asked for a supervisor.

Once transferred to the "advocacy" department supervisor, I reached a woman that seemed to have no more power than any of the reps that I had just spoke with. She answered the phone with an attitude just as the two reps had before her. At this point I was still playing nice hoping to schmooze my way into getting something that I am certain is rigthfully mine already. I mentioned repeatedly that I had followed up with the company immediately after emailing/faxing in my information. The "supervisor" said that there were no notes stating that I called at all! I explained that I do not feel that I should be punished when it is not my fault that the notes involving my follow-up call were not logged. HOW CAN I CONTROL WHO PUTS IN NOTES & WHAT THEY SAY?

When encountering a customer service failure or issue, I make it a point to always remain calm and speak to each person in a reasonable manner. Getting upset and throwing a fit has never helped me, so I chose to remain polite the entire time. That is the moment that I realized I had reached a brick wall of "customer advocacy". The one person who answers calls at the "advocacy department" apparently had read the notes in my file from the previous two reps and refused to listen to anything I had to say. I was speechless, stunned, disgusted, frustrated, and furious all at once. Still, I remained very calm hoping that I was communicating with a reasonable person that was in a position to help me. She repeatedly told me that my claim was closed and there was nothing more I could do. I cannot refile a claim. In fact, she said that they will not even replace that part of the couch if something else happens to it in the future.

So my "warranty" now covers everything but the left arm of my brand new leather couch. It seems that I am being punished for attempting to file a claim. I asked to speak to someone else at Stainsafe and was told that there was noone else. She said that she could refer me to a service tech that could repair the couch at my out of my pocket expense. She concluded by saying "There is nothing more StainSafe can do" and terminated my phone call.

In the end, I would have been better off not filing a claim at all, because at least then my whole couch is "covered by warranty". It is so obvious that this company is extorting its customer base. They are crooks! I will be contacting the retail store that sold me this warranty to follow up on this. I believe that they are now the responsible party for dealing with a company such as "StainSafe".

TO BE CONTINUED...

I must be the ONLY good Stainsafe story. Our 2 year old leather love seat developed a tear after a puncture by my son's toy. Called the very next day and submitted the claim. Granted I did have to call back 3 more times (all within a couple weeks) before the actual service technician came out. When he did, he took one look at the tear/puncture and said he couldn't fix it, he needed to call Stainsafe. He was on the phone for all of about 5 minutes then they spoke to my husband and said we would receive a decision in 2 weeks. That was on 7/16 and we recv'd a call yesterday, 7/28, saying they wanted to schedule delivery of our exchanged loveseat. Of course the delivery hasn't actually been made yet, but thus far I am extremely pleased with the outcome of this situation. I hope the rest of the warranty period proves to be just as good as it has been thus far.

Wow, I am so glad to see I am not the only one. But at the same time, it's so terrible to see that so many people have been screwed by Stainsafe. I did read my warranty. I bought a kitchen table and 4 chairs, I got a stain from a roast on the tabletop on a Saturday and emailed a claim request on Monday. About a week later, I got an email back saying they received it and were looking into it. Then got an email a few weeks later saying denied. I replied with my understanding that I followed all the claim instructions, it is a covered spill and asked why. Then I had to resend that email a couple times a week before I finally received a response that I filed the claim too late. They were looking at the date of one my response emails! Of course I had the original email which I was able to forward. I'm still fighting them about it, but haven't received a response in probably a few months at this point. I think I'll try emailing every day for awhile.

Stainsafe warranty sucks. They are totally a scam company. They claim we don't read our warranties, whatever! I cannot believe this company is still in business. After the interaction I had with them today and the fact that they are not going to cover what they clearly state they cover, I intend to spread the word as much as possible. If you have had trouble with them too, visit here and comment please. Eventually someone is going to get them out of business so that hundreds (if not thousands) of people will not be out of money or time hassling with a scam company.
http://stainsafesucks.blogspot.com/

I don't know why there are employees of Stainsafe defending the company in this blog. They are just pawn of Stainsafe that don't see the problems from the consumer's perspective. They can't see the trees from the forest. Most of these people have only work for Stainsafe for a few months. I don't know what they are doing looking at internet complaints. I guess they have been instructed by Stainsafe to do it or they are trying to score brownie points with the company by kissing their ###. Stainsafe is using all kinds of tactics to divert these complaints. Stainsafe is a rip off and the State of Florida needs to put them out of business as soon as possible.

I only found One Positive comment about STAINSAFE from somebody that said he was very satisfied with their warranty, but if you read the comment and you have read their warranty, you can tell HE IS LYING. He said the stain on his sofa could not be removed and that Stainsafe replaced his sofa within 3 weeks. Well, the warranty says that "if the furniture cannot be repaired ... you will receive a merchandise credit equal to the original purchase price of the stained or damaged furniture". The warranty doesn't say anything about replacing the furniture. The other thing is about the 3-week turn around to resolve his problem. That is totally impossible, because it takes them at least 3-weeks to get a technician to try to remove the stain and if he can not resolve the problem, he has to notify Stainsafe and they have to review the claim, which it takes over 5 weeks, before they issue any credit. However, they always make up a reason to deny the claims. This guy is a lying SOB that probably works for Stainsafe. To be safe, STAY AWAY FROM STAINSAFE.

STAINSAFE is a typical Florida scammer. I purchased a futon mattress with a 7-Year Fabric Protection warranty from Value City Furniture in Charlotte, NC. We had a urine accident and I reported the incident following Stainsafe's warranty instructions. I tried cleaning the mattress with their cleaner, but I could not get rid of the smell, because the urine had penetrated the fabric into the mattress. They say they don't cover the smell, even though it was the result of "human bodily fluids", which is supposed to be covered by the warranty. The fact is that their fabric protector failed and allowed the urine to penetrate the mattress. Their warranty is garbage. I am not going to give up that easily and I am going to file complaints with the Florida Department of Consumer Services, BBB and all applicable consumer agencies. Then, I am going to drag their ### to Small Claim court in North Carolina, because here is where I purchased their stupid warranty.

I purchased a 2 piece couch from Mathis bros. with a stainsafe warranty. Not worth the paper it is written on. A 4000.00 couch was a wonderful idea when I got it for 2204.00. I purchased the couch ( 2 pieces & 2 designer pillows) and was told the guaranty was to cover virtually anything. I tried to wipe a tiny spot on the couch with the provided spray treatment given me, and the color came off on the cloth!
This left a faded spot on the couch, and the more I tried to fix it the worse it became.
After 5 long months of buck passing a resolution was in sight yesterday. However they were only going to compensate me for 1/2 of my couch and none of the pillows.This would have left me with 1/2 a pie-shaped couch and 2 pillows that only went with that couch .Someone needs to get in control of this company.It is no wonder they have been dropped by Mathis Bros., LAZ-Y BOY, Levitz and numerous others. I will up-date this comment if I ever get a settlement.

Please refer all complaints to me.

I filed claim on my recliner couch on Jan.16th 2008 and they told me it would take 8 to 10 weeks to get the part and fix it. Well then the furniture store went out of business and so Stain Safe told me they would refund me my money for the warranty, and I called and called over and over again, because they never sent me my money back or fixed my couch and in April 2008 they sent me a letter saying they were sending me a check and the amount they were sending and it is now Aug.31st 2008 and I still have not seen any check. I have everything down on paper of when I called and what they told me.This is wrong and we should get our money back or our furniture fixed we paid for the warranty. I bought my furniture from Wickes.I paid over $2, 500 for my furniture. I agree with everyone out there that Stain Safe is a rip off and they should have to give everyone back their money or fix their furniture. Stain Safe shouldn't get away with ripping people off.

Stainsafe is now 'Global Care Solutions'

I have been trying to contact Stainsafe for several days leaving messages, I also sent 2 emails and not heard one thing from anyone. I have a leather couch I bought from Wicks Funiture in 2006 and perchased 7 year Stainsafe sent in my reg# and still nothing. Who is going to honor this. The are such a rip off I can not believe they are getting away with this. I will continue to try and contact someone, and if it comes down to I have no problem involving my lawyer

I too was dumb enough to purchased this so called warranty from this company. I bought an leather sectional fom Value City 1/2007 and purchased their warranty and the Stainsafe. They give you this solution that I guess is suppose to stop stains fom happening, but water would probably work better than this crapola. Anyway I phoned this week they had been closed because of the hurricane so I thought I would be smart and email them you know you have an 5 day deadline which I think is ridiculous because if it is cover for 7 years then when it happens should be irrelavent. I think they wait until you tell them what is wrong and give you a claim number then that's when they screw you over. The rep made it seem as if it was my fault that I bought the warranty from the sale reps. I asked for an supervisor his name is Adrian, he was more rude then she he then told me that I had multiple issues with my sectional so they were denying the claim keep in mind she had already approved the claim I told him nothing had changed from one minute to the next. He said he had reopened the case becuase he got new info now he was closing it. I told him how can something be reopened if it had not been closed. I had only told him about the juice I never mentioned the rips and tears she did, he said it didn't matter and tried to hang up because I asked from someone over him. I in turn wrote a letter to the local TV station in Charlotte Action 9 and hopefully they air it because something has to be done about this company. We definitely need to sue them! I am also going to file an complaint with the FL Attorney Generals Office

I purchased a Stainsafe warranty in 2006, and this company has more helpful to me than any company I had to deal with. My suggestion to people is that any time you purchase a warranty you must read the entire warranty. Keep in mind warranites are created by lawyers. Alot of people don't read and that is why they always says a company is a scam, but because of their stupidity. So stop complaining and man up!

I am a customer service representative at STAINSAFE. I have been working here for 8 months now this is a great company. The problem with you people is YOU DONT READ YOUR WARRANTY! This is a limited product warranty. You receive a copy of the warranty when you purchase the furniture (you never read it) then you call in to file a new claim for a non warranted issue, when it is denied you act so shocked when you had a copy of the warranty from the day of purchase so you should have known that it was not covered. So don’t try and bad mouth the company. When you should have read your warranty!

Today, just today! Stainsafe totally hoodwinked me. A leather sofa I purchased from Belmont Furniture in Sterling, VA developed a small tear in one of the seat cushions. I had, foolishly, purchased a warranty with stainsafe, so I called them. No answer... kept trying, finally I got somebody. I called right after it happened, which is good because they have a small print clause saying if you don't call with 5 days, the warranty for that particular incident is null and void. I was then instructed to fax over all documents, including sales receipt etc... I did so. About 3 weeks later, yes 3 weeks! I recevied a phone call telling me a repairman would be out to see it on August 8, which was another 3 weeks away; no e-mail, no nothing just over the phone. On August 7th I received another phone call saying the repairman would be out between 1 and 4 on Friday August 8th. I had to work, so I left the key out. At 3:10 PM I get a phone call saying he will be at the house in half an hour and that I HAD to be there. So I left work which takes 30-45 minutes to get back (depending on DC traffic). On the way there at 3:40 I get a phone call (actual number shows up conveniently as UNAVAILABLE on caller ID) saying that the repairman has been waiting for 45 minutes. How is that mathematically possible? I told her I was almost there. She then puts me on hold and said the repairman was now late to his next appointment, was leaving and that I would have to reschedule. After some back and forth she was getting rude with me and I told her I left work 3 hours early to drive all the way back home and now he was LEAVING? I then said, "this is ridiculous, you know what forget about it, I'll just fix the GD thing myself". Of course, she didn't hear me say this... she had already HUNG UP ON ME!
Haha, I mean this company is so pathetic it is indeed laughable. I will never, EEEVER, buy any warranty these ###s again. Judging from all the complaints, they need to be sued for this type of highway robbery, but, alas, there is nothing I can really do except complain on this forum and hope others don't buy their "services." Belmont Furniture should also cease to deal with these rip-off artists.

We're going through the same garbage with Stainsafe right now. We've had a claim since May, and it's now the August. They still haven't fixed the problem, even though we've had the replacement parts for awhile now. I'm of a mind to fix the problem myself. I'm probably going to take them to court over this issue, and then they will be forced to fix it, or give me my money back.

i wonder if we could do a class action suit against stainsafe they are a real bunch of crooks

Stainsafe has refused to honor my claim because i was not sure how it got there i told the lady i thought it came off of nail polish she refused an said she could not change the claim. i wonder what small claim court will do with this.

I am one of the guys whom Stainsafe sends out to repair furniture that is under warranty .
Stainsafe has not paid me yet for work I completed several months ago.
Take it from someone directly from the source, it would truly upset anyone to know what goes on, on the inside.
Stay Away from these people and their promises, it will only bring frustration

Bought leather furniture from a reputable store and insured it with Stainsafe. When I logged the stain with photos etc and was told that the policy didn't match the piece of furniture that was damaged. I actually found all the original bill of sale with description, the invoice showing the insurance with the same description and still they refuse to accept it. They thought I was scamming them...isn't that ironic? After the 3rd letter complete with photos they suggested that I contact the review board for a final assessment. That was in Oct/07 and I still haven't heard a thing. You have to be crazy to purchase insurance from StainSafe...I should have put the $480 in the bank and I would have had the stain fixed by now. DO NOT BUY INSURANCE FROM THIS COMPANY.