Complaint Review: Haynes Furniture - Stainsafe - Richmond Virginia

I purchased a leather recliner at one of their "last chance Saturday" sales a couple of years ago. I made the mistake of purchasing the Stainsafe warranty as well. Last June I noticed the fabric had a rip in the right arm. I called Stainsafe directly and they sent a tech out, who said it was unrepairable. He said I would be hearing from Stainsafe within 14 days. Now it may seem my beef is with Stainsafe, but its not as you will see.

I waited and waited and then called Stainsafe back after 14 days. A rude agent said it was 14 BUSINESS days. Excuse me. I waited the required time and another rude agent said it was 14 business days AFTER the report was turned in, and to allow four business days for that. Excuse me again. This time I went to the store, yes drove there TO THE STORE, to talk to a live person. One person told me it was no problem and to go ahead and pick out another chair. I told them I didn't want another chair, but could I pick out something else and pay the difference? Sure said a woman in bedding. She said for me to purchase the bed, put it on my Haynes account, and they would "automatically" credit my account later.

Well, OK, so a sucker is born every minute. I did it, and the next day received a letter from Stainsafe stating they had ordered a part for the, what I was told, unrepairable part. I called and had another go-round with Stainsafe and Haynes.

I went back to Haynes and they told me to call Customer Service, because there was nothing the store could do. In the meantime the part came in the mail with instructions to call for an appnt. to have the part installed in the "unrepairable" chair. I did for three weeks later. I then noticed a tear on the left side and filed another claim. The tech came out in five days and told me again it was "unrepairable." He firmly stated however that I misunderstood the word unrepairable. What they mean is they can't repair on premisis on the first visit without "extra" or new parts. Excuse me again. Are their lawyers trained at IRS?

Anyway, they FINALLY gave up and authorized a full credit. I asked Haynes about me returning the chair and them crediting my account and forgetting it. No go. I had to pick out another chair period. At least they delivered it, and I was stuck with the full price of a new and now used mattress, which I admit was my fault. But that's not all. A woman, Pam, from customer service told me quite rudely when this mess was going on that my problem was with Stainsafe and to leave them alone!

I too wrote to the President (no response) and was ready to file with the BBB. After the chair was finally delivered, I discovered they had another sale the following Sat. and the chair was $100. cheaper. My saleswoman, after much stalling, finally agreed to ask a manager for a $100. credit on my Haynes account. Mind you, I said HAYNES IN STORE account, not a national credit card. He agreed. A monthly billing cycle went by, and no credit.

I returned to the store and got a copy of the credit, and they agreed to send it again. Another month went by, no credit. I finally had to fax a copy myself to their credit dept, where three months later I finally recv. the credit.

Whew! Yes, this place is a lower-middle class dump that sells strictly on volume, and the public be darned. After reading other Haynes reports here, at least I don't feel so alone. And the moral of this story is: don't believe anything a sales person tells you until you get it in writing!

Bruce

Richmond, Virginia
U.S.A.

STOP! ..before you think about using the Better Business Bureau (BBB)... CLICK HERE to see how other consumers were victimized by the BBB's false or misleading information. Don't be fooled! It has been reported, when there are thousands of complaints and other investigations underway by authorities, the BBB has no choice but to finally give an UNsatisfactory rating to a BBB member business that is paying the BBB big membership fees every year. When a business is reported that is NOT a BBB member, BBB files WILL more likely show an UNsatisfactory rating, then reportedly shake down that company to become a member of the BBB. One positive thing about the BBB is, either way, if a business has an unsatisfactory rating with the BBB, you can be sure, the business is bad. But what about all those BBB member businesses that had complaints filed against them? Consumers never get to hear about them. What about the BBB advertising to the public? Is this a false and misleading perception they are giving about consumer confidence when dealing with a business? Click here to understand more of what consumers and business alike are saying about the BBB. You decide. ..Remember. The BBB membership is not earned, it's paid for!

Click here to read other Rip Off Reports on Stainsafe