Complaint Review: Stainsafe - Palm Beach Gardens Florida

In Fall of 2006 I purchased a sofa and loveseat from The Room Place/Harlem Furniture. The salesrep insisted I spend $180 on a lifetime fabric protection plan and told me how this would fix anything that happened to the sofas for the duration I had them.... seeing it was my first furniture purchase for my brand new condo I made sure to ask a million questions as to what it covered and what would happen in the case of a stain.... she assured me that if I ever got a stain on it that they could not get off that my sofa would be replaced with the same item - if my item was no longer available - I would have my livingroom set replaced.... My number one worry was that my sofa would no longer be available and they would replace only one leaving me with a mismatched set..... and if that was the case - why wouldn't I keep my college/mismatched furniture and save myself $2000.... The sales rep insisted that would never happen and I would always have a complete set.... GUESS WHAT - IT WAS A LIE!!!!

In August - my boyfriend spilled a drop of beer on the armrest... the beige fabric turned brite peach.... I immediately called Stainsafe. They said they would mail me a cleaning kit and it would arrive in 7-10 days.... 3 weeks later I still did not receive my cleaning kit.... I called back - the customer service rep told me she would send out another cleaning kit that should arrive within 1 week.... if not to call back and they would send out a tech. It never came - I called back - got a rude guy on the phone who told me I was trying to skip cleaning it myself and make them send somebody out. Eventually he set up a claim and told me a tech would call me within the next week.... The tech did - came out - said that my stain couldn't be removed and that he would have them order a new armrest and that my claim was approved. Stainsafe called me - said the claim was approved - my part was ordered - in 4-12 weeks my sofa would be perfect. GUESS WHAT - THEY LIED!!!!!

Today I get a call from The Room Place at Harlem Furniture - they told me that my sofa wasn't made anymore and that I could come in a pick out a new one equal to the value of what I paid for the original or get some other type of furniture in the store up to a $500 value (and keep my stained sofa).... not sure where that value came from since I paid almost $1000 for the original.... but whatever. I asked what I would do about not having a matching set - they said that it was not their problem and if I wanted a matching set I would have to pay the difference... I explained to them that I bought the 2 pieces so they matched and that I saw no point in having 2 different sofas..... nobody cared - they told me I have 90 days to make a decision and hung up on me...

I called back a few times - got basically nowhere - Harlem says it's not their problem and Stainsafe says it's not their's.

In the end - I wanted to just cry.... During my last call to Harlem, I explained that I didn't need more funriture that my condo was fully furnished with all brand new items and that a credit was not going to help - having 2 different sofas in my tiny condo made no sense.... then I tried to ask if maybe I could have the money on a giftcard to sell it on ebay or craigslist - the lady told me the money was not transferable. I asked if my mom could use the creidt at her house in Dallas... NO - I either go pick a new sofa or use the credit on stuff I don't need within 90 days - but there is no working around it.... I either do what they say or I void my warranty...

Bottomline - what was the point of buying the warranty to protect my furniture.... I spent all this money to have 2 different sofas or a sofa with a stain.... I don't get how anybody would be happy with this.... The warranty is just crap.... I wish I never bought it -

I think this is an agreement that Harlem and Stainsafe have with each other to force customers into having to spend money whenever making a claim.... Bunch of BS - Never thought I would have to replace 2 yearold sofas that I hardly even sit on : (

Talkativeone77

chicago, Illinois

U.S.A.

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