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CB Furniture Stores Stainsafe Furniture Warranty Service is total ripoff!
Stainsafe

Stainsafe review: Furniture Warranty Service is total ripoff! 59

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12:00 am EDT
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I purchase a bedroom set in Jan, 06 from Bassett Furniture in Charlottesville, Va. Along with my $4000 furniture, I also purchased a $199.95 five year warranty from Stainsafe. The Bassett salesman said that virtually anything that went wrong would be fixed without question.

On June 13th, a wooden runner broke and a drawer full of jeans fell out and almost broke my foot. I limped around for three days trying to reach Stainsafe. Phones are ALWAYS busy or you sit on hold until you hang up. At that time you could not file a claim on their website. They have since changed that. Finally, on June 16th I reached an operator (rude, rude, rude with a touch of nasty!) after 23 minutes on hold. I was given a claim number and instructed to fax each and every document I received at the time of sale. I was told that I would receive a "confirmation of the claim in 2-3 business days", and a repair service would contact me in "2-4 weeks".

I tried to call them on June 20th and the phone was busy the entire day. On June 21st and 22nd I faxed a total of three requests for information, none was acknowledged.

I was to be talking to my brother, a police lieutenant in Central Florida, and before I could mention the name of the company he burst out laughing and said "let me guess, Stainsafe". When I got on line and started researching this company, I found so many complaints that I couldn't read them all. Plus, and this was a big plus, Stainsafe in currently under investigation by the The Florida State Attorney Generals Office, (Case # LO6 3-1088)

I called Bassett Furniture and neither the store manager or customer service was very helpful to say the least. (I'm still dealing with them for selling me a warranty with a company that I believe they knew was under investigation)
Long story short. After countless registered letters, phone calls, faxes, e-mails, complaints to the Better Business Bureau, The Federal Trade Commission and the Florida Attorney General, for both Stainsafe and Bassett, the general manager of the store called me. I was promised a refund on the warranty and repairs on my dresser. The repairs are pending and I'm still waiting for the refund as of July 13, 2006.

Addendum to my story:

On July 7th, 2006 I finally did hear from Stainsafe via e-mail. "our technicians are currently not available to provide the service your claim requires" was my answer.

59 comments
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Cynthia
Aug 21, 2008 5:02 am EDT

I too was dumb enough to purchased this so called warranty from this company. I bought an leather sectional fom Value City 1/2007 and purchased their warranty and the Stainsafe. They give you this solution that I guess is suppose to stop stains fom happening, but water would probably work better than this crapola. Anyway I phoned this week they had been closed because of the hurricane so I thought I would be smart and email them you know you have an 5 day deadline which I think is ridiculous because if it is cover for 7 years then when it happens should be irrelavent. I think they wait until you tell them what is wrong and give you a claim number then that's when they screw you over. The rep made it seem as if it was my fault that I bought the warranty from the sale reps. I asked for an supervisor his name is Adrian, he was more rude then she he then told me that I had multiple issues with my sectional so they were denying the claim keep in mind she had already approved the claim I told him nothing had changed from one minute to the next. He said he had reopened the case becuase he got new info now he was closing it. I told him how can something be reopened if it had not been closed. I had only told him about the juice I never mentioned the rips and tears she did, he said it didn't matter and tried to hang up because I asked from someone over him. I in turn wrote a letter to the local TV station in Charlotte Action 9 and hopefully they air it because something has to be done about this company. We definitely need to sue them! I am also going to file an complaint with the FL Attorney Generals Office

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Deborah Keeler
Aug 22, 2008 2:52 pm EDT

I have been trying to contact Stainsafe for several days leaving messages, I also sent 2 emails and not heard one thing from anyone. I have a leather couch I bought from Wicks Funiture in 2006 and perchased 7 year Stainsafe sent in my reg# and still nothing. Who is going to honor this. The are such a rip off I can not believe they are getting away with this. I will continue to try and contact someone, and if it comes down to I have no problem involving my lawyer

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steve friedman
Aug 27, 2008 1:37 pm EDT

Stainsafe is now 'Global Care Solutions'

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Kristine Hopkins
Aug 31, 2008 3:43 pm EDT

I filed claim on my recliner couch on Jan.16th 2008 and they told me it would take 8 to 10 weeks to get the part and fix it. Well then the furniture store went out of business and so Stain Safe told me they would refund me my money for the warranty, and I called and called over and over again, because they never sent me my money back or fixed my couch and in April 2008 they sent me a letter saying they were sending me a check and the amount they were sending and it is now Aug.31st 2008 and I still have not seen any check. I have everything down on paper of when I called and what they told me.This is wrong and we should get our money back or our furniture fixed we paid for the warranty. I bought my furniture from Wickes.I paid over $2, 500 for my furniture. I agree with everyone out there that Stain Safe is a rip off and they should have to give everyone back their money or fix their furniture. Stain Safe shouldn't get away with ripping people off.

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Karen Gough
Sep 02, 2008 8:28 am EDT

Please refer all complaints to me.

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Linda Williams
Sep 30, 2008 12:12 pm EDT

I purchased a 2 piece couch from Mathis bros. with a stainsafe warranty. Not worth the paper it is written on. A 4000.00 couch was a wonderful idea when I got it for 2204.00. I purchased the couch ( 2 pieces & 2 designer pillows) and was told the guaranty was to cover virtually anything. I tried to wipe a tiny spot on the couch with the provided spray treatment given me, and the color came off on the cloth!
This left a faded spot on the couch, and the more I tried to fix it the worse it became.
After 5 long months of buck passing a resolution was in sight yesterday. However they were only going to compensate me for 1/2 of my couch and none of the pillows.This would have left me with 1/2 a pie-shaped couch and 2 pillows that only went with that couch .Someone needs to get in control of this company.It is no wonder they have been dropped by Mathis Bros., LAZ-Y BOY, Levitz and numerous others. I will up-date this comment if I ever get a settlement.

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C. Marquez
Port St. Lucie, US
Nov 05, 2008 2:58 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

STAINSAFE is a typical Florida scammer. I purchased a futon mattress with a 7-Year Fabric Protection warranty from Value City Furniture in Charlotte, NC. We had a urine accident and I reported the incident following Stainsafe's warranty instructions. I tried cleaning the mattress with their cleaner, but I could not get rid of the smell, because the urine had penetrated the fabric into the mattress. They say they don't cover the smell, even though it was the result of "human bodily fluids", which is supposed to be covered by the warranty. The fact is that their fabric protector failed and allowed the urine to penetrate the mattress. Their warranty is garbage. I am not going to give up that easily and I am going to file complaints with the Florida Department of Consumer Services, BBB and all applicable consumer agencies. Then, I am going to drag their ### to Small Claim court in North Carolina, because here is where I purchased their stupid warranty.

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C. Marquez
Port St. Lucie, US
Nov 05, 2008 3:18 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I only found One Positive comment about STAINSAFE from somebody that said he was very satisfied with their warranty, but if you read the comment and you have read their warranty, you can tell HE IS LYING. He said the stain on his sofa could not be removed and that Stainsafe replaced his sofa within 3 weeks. Well, the warranty says that "if the furniture cannot be repaired ... you will receive a merchandise credit equal to the original purchase price of the stained or damaged furniture". The warranty doesn't say anything about replacing the furniture. The other thing is about the 3-week turn around to resolve his problem. That is totally impossible, because it takes them at least 3-weeks to get a technician to try to remove the stain and if he can not resolve the problem, he has to notify Stainsafe and they have to review the claim, which it takes over 5 weeks, before they issue any credit. However, they always make up a reason to deny the claims. This guy is a lying SOB that probably works for Stainsafe. To be safe, STAY AWAY FROM STAINSAFE.

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C. Marquez
Port St. Lucie, US
Nov 05, 2008 3:48 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I don't know why there are employees of Stainsafe defending the company in this blog. They are just pawn of Stainsafe that don't see the problems from the consumer's perspective. They can't see the trees from the forest. Most of these people have only work for Stainsafe for a few months. I don't know what they are doing looking at internet complaints. I guess they have been instructed by Stainsafe to do it or they are trying to score brownie points with the company by kissing their ###. Stainsafe is using all kinds of tactics to divert these complaints. Stainsafe is a rip off and the State of Florida needs to put them out of business as soon as possible.

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Mary
123 anytown, US
Jan 06, 2009 2:25 pm EST

Stainsafe warranty sucks. They are totally a scam company. They claim we don't read our warranties, whatever! I cannot believe this company is still in business. After the interaction I had with them today and the fact that they are not going to cover what they clearly state they cover, I intend to spread the word as much as possible. If you have had trouble with them too, visit here and comment please. Eventually someone is going to get them out of business so that hundreds (if not thousands) of people will not be out of money or time hassling with a scam company.
http://stainsafesucks.blogspot.com/

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Jen
Mont Clare, US
Feb 10, 2009 8:24 pm EST

Wow, I am so glad to see I am not the only one. But at the same time, it's so terrible to see that so many people have been screwed by Stainsafe. I did read my warranty. I bought a kitchen table and 4 chairs, I got a stain from a roast on the tabletop on a Saturday and emailed a claim request on Monday. About a week later, I got an email back saying they received it and were looking into it. Then got an email a few weeks later saying denied. I replied with my understanding that I followed all the claim instructions, it is a covered spill and asked why. Then I had to resend that email a couple times a week before I finally received a response that I filed the claim too late. They were looking at the date of one my response emails! Of course I had the original email which I was able to forward. I'm still fighting them about it, but haven't received a response in probably a few months at this point. I think I'll try emailing every day for awhile.

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Beckabee81
Bolingbrook, US
Jul 29, 2009 2:07 pm EDT

I must be the ONLY good Stainsafe story. Our 2 year old leather love seat developed a tear after a puncture by my son's toy. Called the very next day and submitted the claim. Granted I did have to call back 3 more times (all within a couple weeks) before the actual service technician came out. When he did, he took one look at the tear/puncture and said he couldn't fix it, he needed to call Stainsafe. He was on the phone for all of about 5 minutes then they spoke to my husband and said we would receive a decision in 2 weeks. That was on 7/16 and we recv'd a call yesterday, 7/28, saying they wanted to schedule delivery of our exchanged loveseat. Of course the delivery hasn't actually been made yet, but thus far I am extremely pleased with the outcome of this situation. I hope the rest of the warranty period proves to be just as good as it has been thus far.

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Mathius Dillon
Decatur, US
Aug 05, 2009 11:30 am EDT

When I originally placed my claim with Stain Safe, I was very proactive in my communications with them. I had faxed / emailed in all of my required information and even called in to follow up that my information was received. I literally asked multiple times..."Is there anything more you need from me? - I have given you all the required information, if ANYTHING else is needed - Please Call". I even requested that she keep good records of my follow up call as I have had previous bad experiences with warranty services. I was told by the representative that they have all my information and I would receive a call from the repair service in 2-4 weeks when the part arrived. She stated multiple times that they would not need any more information from me. When 4 weeks went by and I didnt receive a call from the fabric repair service I decided to follow up with Stain Safe by placing a phone call to the warranty services department.

When I reached a representative and gave them my claim number, I was told my claim had been closed. She rudely explained that they sent me 2 emails and a letter in the mail. Let me just say that I keep very good records of both emails and mail received and I have received neither. I mentioned that I had followed up immediately with a phone call after I sent in the required information. I had asked the rep from StainSafe what else they would need from me. I also mentioned that I was told by this customer service rep that I would be receiving a phone call when my part came in.

The rep I spoke with today claims that there is no record of my follow up call. I immediately requested to speak to a supervisor. Upon my request - I was transferred into an odd automated voicemail system. The voicemail's instructions were very ambiguous to what information they needed me to leave. Confused, I hung up and dialed again. For the second time, I was greeted by a rude customer representative. She said that the previous rep has told me what to do and that my claim was closed. I again asked for a supervisor.

Once transferred to the "advocacy" department supervisor, I reached a woman that seemed to have no more power than any of the reps that I had just spoke with. She answered the phone with an attitude just as the two reps had before her. At this point I was still playing nice hoping to schmooze my way into getting something that I am certain is rigthfully mine already. I mentioned repeatedly that I had followed up with the company immediately after emailing/faxing in my information. The "supervisor" said that there were no notes stating that I called at all! I explained that I do not feel that I should be punished when it is not my fault that the notes involving my follow-up call were not logged. HOW CAN I CONTROL WHO PUTS IN NOTES & WHAT THEY SAY?

When encountering a customer service failure or issue, I make it a point to always remain calm and speak to each person in a reasonable manner. Getting upset and throwing a fit has never helped me, so I chose to remain polite the entire time. That is the moment that I realized I had reached a brick wall of "customer advocacy". The one person who answers calls at the "advocacy department" apparently had read the notes in my file from the previous two reps and refused to listen to anything I had to say. I was speechless, stunned, disgusted, frustrated, and furious all at once. Still, I remained very calm hoping that I was communicating with a reasonable person that was in a position to help me. She repeatedly told me that my claim was closed and there was nothing more I could do. I cannot refile a claim. In fact, she said that they will not even replace that part of the couch if something else happens to it in the future.

So my "warranty" now covers everything but the left arm of my brand new leather couch. It seems that I am being punished for attempting to file a claim. I asked to speak to someone else at Stainsafe and was told that there was noone else. She said that she could refer me to a service tech that could repair the couch at my out of my pocket expense. She concluded by saying "There is nothing more StainSafe can do" and terminated my phone call.

In the end, I would have been better off not filing a claim at all, because at least then my whole couch is "covered by warranty". It is so obvious that this company is extorting its customer base. They are crooks! I will be contacting the retail store that sold me this warranty to follow up on this. I believe that they are now the responsible party for dealing with a company such as "StainSafe".

TO BE CONTINUED...

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TedP99
US
Oct 30, 2009 6:07 pm EDT

I've been trying for weeks to get in touch with this company. The phone number that is given doesn't even ring, and I've sent multiple emails trying to get them to get the stains out of my "unstainable" microfiber chairs. I think they must be waiting for the warranty to run out so they won't have to take care of the situation. Does anybody know how to get in touch with this company? Of course, the La-Z Boy store that I purchased the chairs from is no longer in business, so I'm not sure where to turn to now. Any body have any idea?

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Ken Schweizer
Orlando, US
Jul 23, 2010 2:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I can't speak for other Stainsafe distributors outside of Florida, but I had a great experience with them today, 7-23-10.

I purchased GreenGard by Stainsafe out of Palm Beach Gardens to cover my desk and entertainment center. I dropped a trophy from the hutch onto the desk top and put a medium gash in the wood. After reading the complaints I almost decided not to contact them, but said I had nothing to loose. The contact was easy, the form very simple and direct, their reply was polite, quick and professional.

I cant see where the damage was after they completed the repair. Great work.

All of this in about a week from my first contact with them.

I recommend using Florida's Greengard by Stainsafe.
Ken

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Los Alamitos, US
Aug 15, 2010 1:44 pm EDT

I work for a warranty company that did the claims for Stainsafe.. I recomend that you call Uniters North America they took over the Stainsafe claims.. most of them!

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Denyse Lauzière
Longueuil, CA
Oct 15, 2010 11:48 am EDT

J'ai acheté en octobre 2004 un fauteuil et un sofa chez le Père du Meuble à Longueuil avec une garantie de sept ans de Stainsafe.
Le Dossier du fauteuil a des craquelures. Qui va honorer cette garantie?
nonise00@hotmail.com

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Denyse Lauzière
Longueuil, CA
Oct 15, 2010 11:50 am EDT

J'ai acheté en octobre 2004 du Père du Meuble un fauteuil et un canapé avec une garantie de 7 ans de Stainsafe .
Le fauteuil a des craquelures sur le dossier, qui va s'occuper de ma garantie?

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MickeyCC
Clermont, US
May 27, 2011 10:12 pm EDT

We purchased an American Signature couch pair and after three years the leather started comming apart. They refused to honor the lifetime warranty, using lots of small print to get out of it. StainSafe likewise refused the protection of the seven year plan we purchased. stainsafe refused to send anyone out to even look at the problems. I'll never purchase anything from this company again, period. At the end of the day it's not worth call ing lawyers over, best recourse is to simply go elsewhere in future.

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