Complaint Review: Jennifer - Glen Allen Virginia

Last year, I purchased several hundred dollars worth of furniture from the Haynes/North Carolina Company store located on W. Broad, Glen Allen, VA. The salesperson suggested that I purchase the Stainsafe warranty for these items. I was NEVER told about any limitation of the warranty. All I was told was that if I did not need to use the warranty within 5 years, then I would get my money back. So... I purchased the warranty, received a certificate, and went on my way.

One year later, I moved from Glen Allen to Midlothian... this is where the trouble begins. Last week, I went to the Haynes on Hull Street, purchased MORE furniture and YET another "warranty". I spoke with the salesman about the warranty and, he confirmed that all damage was covered... especially damage which occurred during a move. I asked about damage during a move because the day prior, my table top was scratched in the moving van.

Today, I called Stainsafe to file a claim. After being on hold for way too long, the "customer service" rep told me that my claim had been denied, due to "damage in transit".

I immediately went to the Haynes store where I purchased the furniture last year. The salesman who initially sold me the furniture and warranty admitted that "failure to cover damage due to transit was NEWS TO HIM". He went to speak with his manager who verified that damage during a move was not covered. I asked to speak to the manager. When I explained that the salesperson(s) both in Glen Allen and Midlothian had misrepresented the warranty coverage, the managers response was, "I can give you a store credit in the amount of $61.00" (the price of the warranty). This is where it get's ridiculous. After looking up my customer file, the manager informed me that although I had PAID FOR A WARRANTY on all items purchased, that the salesperson had logged it in wrong, and only my bed frame was actually covered by Stainsafe. SO... I PAID for something that I would NEVER receive, regardless of how the damage occurred. I asked the manager if he could change this in the computer and he said no. Surprise, surprise.

So... with my USELESS warranty in hand, I began to get frustrated. The manager then informed me that my furniture was still covered under the "HAYNES protection plan". He gave me their number and sent me on my way.

I called right away. "Haynes protection plan" informed me that my furniture damage was not covered by them either, because it had occurred in transit!!! I told them I had JUST LEFT the Haynes store and spoke to the manager, who assured me that my furniture damage would be covered by their one year warranty. The customer service rep said "well, he shouldn't have told you that".

The manager called me back and said, "I didn't mean to confuse you, but the damage which occurred to your furniture in the move is not covered by Haynes... blah, blah.

I have a call in to the "higher-up's"... so, we'll see what happens.

I would like to warn every one of a few things:

1) Even if you don't use the stainsafe warranty, you will not get your money back... you get a store credit. This happens because the credit card you use when you buy the warranty is BOUND to be expired when the 5 year mark rolls around.

2) This is THE worst customer service experience I have EVER had. They misrepresented the warranty, logged the information in wrong, and NEVER did anything to make the situation right.

Jennifer

Midlothian, Virginia

U.S.A.