Stainsafe — Furniture Warranty Service is total ripoff!
I purchase a bedroom set in Jan, 06 from Bassett Furniture in Charlottesville, Va. Along with my $4000 furniture, I also purchased a $199.95 five year warranty from Stainsafe. The Bassett salesman said that virtually anything that went wrong would be fixed without question.
On June 13th, a wooden runner broke and a drawer full of jeans fell out and almost broke my foot. I limped around for three days trying to reach Stainsafe. Phones are ALWAYS busy or you sit on hold until you hang up. At that time you could not file a claim on their website. They have since changed that. Finally, on June 16th I reached an operator (rude, rude, rude with a touch of nasty!) after 23 minutes on hold. I was given a claim number and instructed to fax each and every document I received at the time of sale. I was told that I would receive a "confirmation of the claim in 2-3 business days", and a repair service would contact me in "2-4 weeks".
I tried to call them on June 20th and the phone was busy the entire day. On June 21st and 22nd I faxed a total of three requests for information, none was acknowledged.
I was to be talking to my brother, a police lieutenant in Central Florida, and before I could mention the name of the company he burst out laughing and said "let me guess, Stainsafe". When I got on line and started researching this company, I found so many complaints that I couldn't read them all. Plus, and this was a big plus, Stainsafe in currently under investigation by the The Florida State Attorney Generals Office, (Case # LO6 3-1088)
I called Bassett Furniture and neither the store manager or customer service was very helpful to say the least. (I'm still dealing with them for selling me a warranty with a company that I believe they knew was under investigation)
Long story short. After countless registered letters, phone calls, faxes, e-mails, complaints to the Better Business Bureau, The Federal Trade Commission and the Florida Attorney General, for both Stainsafe and Bassett, the general manager of the store called me. I was promised a refund on the warranty and repairs on my dresser. The repairs are pending and I'm still waiting for the refund as of July 13, 2006.
Addendum to my story:
On July 7th, 2006 I finally did hear from Stainsafe via e-mail. "our technicians are currently not available to provide the service your claim requires" was my answer.