Mor Furniture review: False information on warranty

My husband and I purchased an extended warranty on March 17, 2024, by the sales rep ( Ninfa Murillo) on new sectional couches. We were advised: if we purchase the extended warranty the cleaning would be part of the warranty. When I called to make a claim regarding the cleaning, I was asked to send pictures. I followed the request and uploaded the pictures. I later received an email for denial.

On 10/29/2024, I called to make another claim for the same issue and the couches sinking in. , I spoke with agent: Ximena and questioned: why were we denied the cleaning, when we purchased the extended warranty? I advised her what was told by the instore sales rep.

Agent Ximena stated: we train the store reps on the warranty and that I needed to speak with the person who sold you the item. I then asked, " How can I speak with the representative about the false information, if I didn't know the information that was given and persuaded us to purchase the extended warranty was false information? It's a little too late, after the purchase. She then stated" sorry, but there is nothing we can do. I then stated: It's not the consumers responsibility to train or know the policies that the store carries on warranties. then asked to speak to a supervisor. I was advised a supervisor is not available today and will contact me sometime tomorrow.