Stainsafe, Inc. — Poor claim handling
There motto should be:
Stainsafe: It is SAFE to say that your STAIN will stay!
Just realized my situation is the norm for Stainsafe customers. I purchased Stainsafe warranties for our living room chair, loveseat & sofa. I filed a claim within the time frames listed on the warranty, providing all the information requires including pictures, copy of warranty, copy of receipts via email. After various emails and telephone calls to Stainsafe, I was told that a technician would come to my home to remove the stains and that I needed to call TriState Furniture to schedule for the technician to come. I did this. The technician came on 10/5/07, the day he was scheduled to come, 1/2 hour after he was supposed to be there. He came in & viewed the furniture, took more pictures using his cell, went out to his car, came back & said he was unable to remove the stains and that he would send his report into Stainsafe the following day. His visit took 5 minutes. I asked him to at least try to remove the stains and he said he couldn't. After not hearing from Stainsafe, I called and was told that it would take 14 days to process the claim once the techincians report was received. I called or emailed weekly and not until 11/14/07 did they actually say that they received the technician report. After several more calls to Stainsafe and promises of personal handling by several reps and still not receiving any responses as promised, I called & a rep after having me explain everything again, even though it is all on their files, told me: I waited too long to follow up on the claim, the technicians report shows customer negligence, and the claim still has not been resolved. But, I should allow another 14-21 days to hear back from Stainsafe....I finally requested to speak with a Supervisor. I was transferred to Shidell (spelling ?). After having me repeat my situation again, Shidell, who seriously lacked any kind of professional raporrt or the customer service skills you would expect a supervisor to have, told me to wait for my claim to be handled. I asked to receive a response back via email only to be told by Shidell that is not what they do but she would take my email address. I suggested that she seek assistance with her customer service skills, she replied thank you and have a good day.
So here again, as I wait to hear back from Stainsafe, I wonder a few things:
-Couldn't any stain you get on your furniture be considered "customer negligence"? It isn't as though the furniture was able to stain itself.
-What could I have instead done with the $140.00 I spent on the Stainsafe warranty? Bought groceries for our 4 kids, donated to a charity, bought diapers for the baby helped my elderly Aunt with her medications...Even burning $140 would have been more worth it than purchasing Stainsafe which is kind of what I feel like I did anyway.
-From a business stand point, wouldn't it be more cost effective for Stainsafe to actually fullfill their warranties and clean the stains than to continue to pay wages and benefits of customer service representatives to tell us continuously to wait. They could probably reduce their overhead by 50% by just doing what WE HAVE PAID THEM TO DO AS THEIR CONTRACTS STIPULATE.
-How is Stainsafe still in business?
-Lastly: Really... How do I get the stains out of my furniture?