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Stainsafe / Unresolved claim!

1 United States

My wife and I purchased a leather sofa and loveseat from Wicks Furniture along with a seven year warranty from Stainsafe. In October of 2007, we had submitted a claim because of a noticeable discoloration in the leather on one of the cushions. Then the games began. In November, a technician came to our home and determined that he could do nothing for us. He contacted his office who told him to advise us that the matter would be turned back to Wicks as a referral and that we would receive a letter within two weeks. We waited a month and then called Stainsafe. The representative told us that there was no record of the technicians report and that she would e-mail another department and advised us to call back in a week if we had not heard anything. We called back in exactly one week and went through the many phone prompts to speak to a claims person only to end up leaving a message in the general mail box. Aweek later, we tried calling Stainsafe again. There was no response so we made a special trip to Wicks and spoke to a customer service person who said that she would contact the assistant store manager immediately and we should expect a response in a couple of days. In January, after not hearing back from Wicks, we called the same customer service person at Wicks who immediately contacted the assistant manager who promised to call us back that same day. This did not happen, however, we received an e-mail from a Wicks Stainsafe coordinator who stated that "parts" have been ordered and we should receive the within 8-12 weeks. That time came and went and no parts were ever delivered. We attempted to contact the coordinator with no luck. Since then Wicks has gone out of business. Yesterday, May 16th, we received a letter from Stainsafe stating that nothing more can be done to solve our claim other than sending us a partial refund on the pro-rated value of the cost of the warranty ($124.91). We are truly sorry that Wicks is gone, however, Stainsafe should have lived up to the warranty. Now, we are stuck with an expensive, badly blemished, sofa. What is my recourse now?

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