Complaint Review: Stainsafe

Purchased a leather couch 09/00 from Homelife. Finally received 2/01. Notified Stainsafe 11/01 of tears in couch and broken recliner mechanism. They sent someone out in 12/01 who went over the furniture and "placed a claim" .

In 1/02 we received a letter from Stainsafe stating "all work completed"...... We called and wrote letters to let them know that no work had been done yet, than we received a letter stating they needed more info and to our surprise, all tags were missing from the couch.

Stainsafe stated they could not process the claim now due to missing information (we faxed sales reciept and warrenty etc) but they would not honor the "7 year warranty" since we were missing the tags. This was after a previous letter stating they had approved replacement parts and we should recieve them in 6 - 12 weeks.
How can they approve replacement parts and ship them than claim 2 months later they have no information on waht to repalce.

Glenda
Irvine, California
U.S.A.