Uniters
Reviews and Complaints

BEWARE, stay away from this company as well as buying the plan from Macy's
They have been giving me the run around, you can never speak to anyone and then they close your file and say you filed it after the warranty expired or they do not even respond to your claim and then when you complain they say they need you to send pictures- I sent them pictures 5x.
Beware, Beware fraudulent company.
I will be suing Macys for selling me a fraudulent policy

I put in a claim for the items that I purchased and the customer service is horrible. They want to argue with me about the repair that I said I need and they clearly have not been trained how to defuse a situation. I even escalated the issues to the supervisor Shendell and she just gave more attitude than the previous rep. Why would I purchase a warranty just to be declined every time I have an issue. This was a complete waste of $300. They said the warranty does not cover the bubbling or cracking and peeling on leather. Well what did they expect when this is the item they sell.

placed numerous inquiries about my recliner not working. 1st claim started in january 2019. still not fixed, haven't heard a thing. WILL NEVER EVER buy a "worry no more" warranty again. terrible terrible company! buyer beware! company online never answers questions, promises they'll be there, states will take 4/8 WEEKS to get part! still waiting, then says have to call back to have technician install it! my recliner is at a recline position for 5 months! REALLY! totally unacceptable! NEVER get a warranty thru macy's for furniture thru "worry no more" EVER!

Please do not waste your money purchasing this warranty. I have included 2 pictures with this review. One is where my daughter spilled cherry Dr Pepper on the sofa cushion. The other is after I tried to immediately clean it with the Pure Promise cleaning kit I received when buying the furniture. I was instructed in the store that if I ever spill anything on my furniture, to clean it with the kit first, and if that didn't work, call Uniters to have it cleaned. As you can tell the cleaning kit just pushed the stain out, making it look way bigger than the original stain. There was also some spilled on my ottoman, and I tried to clean it also and that stain also turned out even bigger.

A tech was already here fixing my stitching on my sectional downstairs and I showed him the stain and told him I'd be submitting a claim on that also. He told me they would not cover it because it was "an accumulation stain" or "multiple stains" and I just didn't take care of my furniture. I explained to him exactly what happened and he still didn't care. He argued with me about how it happened. He did take pictures.

I still submitted my claim and after a month of not hearing anything I called. Spoke to a very RUDE rep named Sirena. All she would tell me is that they aren't a "general cleaning" company and I didn't take care of my furniture. EXTREMELY RUDE to me on the phone. I tried explaining to her the situation but she had no interest in listening. All she could say about it was "we have to go by what the tech says". My warranty clearly covers stains. Sirena would not listen to a word I said or even try to help me at all. Luckily I am a good customer to my local furniture store and they are replacing my ottoman and couch cushions for free because this Warranty company is horrific. Had I received good customer service on the phone from Sirena and had they at least TRIED to help me, I may have not left this review. However, I don't feel like any company should ever treat their customers with such disrespect as I was on the phone with her. So to end this review, I've paid all this money for a warranty with them, and they didn't even attempt to clean my furniture plus horrible customer service!

Pretty sure this company openly commits fraud. We tried to process a warranty claim, after denial we were then were told we could disputed the warranty which we did claim clearly showing we should be covered under the literature and documentation provided. They wouldn't hear it, I wouldn't be surprised if there isn't a class action lawsuit against this company or if one should be made against them.

I place in a request for a warranty replacement two years ago and they told me they will call and email me about approval. But never received any message from them. When I call they will be telling me to call the store and when I call the store they will also tell me to call uniters so I gave up until recently I decided to check it out again. And to my surprise they told me they approved it two years ago and I never claim it so I can't claim warranty again

Hi Costumer Service:

I'm trying to get to you attention in regards to the damages that my furniture is suffering through the time and the use, 2 Pieces SPL - Bed Sofa - Order [protected] - from Dec.05.2015.

Is not something that I get and then in 15 days I will call you to let you know, because is happening because of the use, and from day to day is getting worst.

The Structural Elements are failing, not possible for 3 persons to be seating next to each other at the same time because 1 of them will just fall on top of the other.
"4. FURniTURE COvERED BY THiS PLAn: New Upholstered Fabric, Microfiber, A & P Leather, Vinyl, Wood,
Glass, Laminates, Metal, Stone and other hard surface residential furniture ONLY. This Plan, together with
your sales receipt or other proof of purchase of the product(s), shall collectively constitute the entire Plan
relating to your coverage. Your sales receipt describes the covered Product(s) and the duration of this Plan."

And all of this is answering the person I talked to on Wednesday August 22th 2018, her name Olivia ( if I remember properly) she was too rude with me.

The foam is not working anymore, the bed on the sofa is so uncomfortable that today I haven't use it at all.
"COvERAGE: Five (5) years from the date you take delivery of your new furniture; this Plan provides you
coverage for stains and/or damage on Fabric, Microfiber, A & P Leather, Vinyl, Wood, Glass, Laminates,
Metal, Stone and other hard surfaces" - NO ACCIDENTAL ISSUES AT THE MOMENT. JUST THE REGULAR USE OF THE FURNITURE. FOR WHAT IT WAS PAID OFF.
Based on the "5 YEARS COVERAGE" INSURANCE I bought, you should cover:
"Plan Name - Plan Reference [protected]
Pure Promise Balance 5 Year - December 12, 2015
Plan Duration - Delivery Date - 5 years
Purchase Date - December 05, 2015
Plan Expiration - December 11, 2020
Plan Price - $ 129.99
Plan Type and Plan Number- RG04.01"

Hope I will get an answer from you soon.

And I prefer not to be responded from the person was attending my call previously, she is not a person for COSTUMER SERVICE DEPARTMENT.

Waiting on your reply Case #C2036672

Thank you very much in advance.

Best regards,

Yami.

I called the find out about a sectional I have. One of he seats reclines and is not working. The lady on the phone was very nice.. I was doing house work and askes me.. when did you notice it wasn't working. I told her not I think about a month or so. She then satiates that my claim is denied because it had to be called in within 14/15 days. If she would of asked me to be more specific I would of give ner the day juky 4th. The sofa was over $4000.

We purchased nearly $100, 000 of furniture from a high end of furniture store in Naples Florida.
Unfortunately we got a stain on ir.
So we caked Uniters for the guarantee we had purchased.
It was very difficult to get an appointment several months latter we finally got one.
They sent a guy over to look at the chair with the stain. Instead of looking at the stain, he started looking at the entire chair literately with a magnifying glass. He said he had to write a report.
Eventually we got an email from Uniters telling us the claim was denied... Why Their tech said he had been able to under a magnifying glass find other infinitesimally small stains somewhere on the chair, and since we now had what they call an accumulation of stains we are not covered. Not now and not ever. We paid and got completely ripped off. This company is TOTALLY BOGUS. DO NOT BUY THEIR GUARANTEE it is just a scam.

We now have all this furniture we thought was covered after paying a lot of money for the insurance and know now that we have been ripped off.

Do not ever give Uniters a cent of your money, they are a total lie.

They told us we should have the chair repaired out of our pocket and then they would continue the guarantee we paid for. Of course if we ever get another stain, they will again use the excuse that under a magnifying glass they can detect a faint other stain somewhere and therefore we are not covered.

This is a scam. They just take peoples money and send their tch out with intructions to find anything ti deny the claims.

We purchased the warranty for many pieces of furniture, love seat, couch, larger chair, and kitchen table chairs. We have had issue with each part of the furniture that is supposed to be covered, including tears, stains and foam bunching. I am very disappointed in the fact that the warranty that we paid for doesn't cover anything. Not only is the web site for claims difficult to navigate, you cant even find a phone number to contact the company. The furniture was purchased at Just Cabinets. VERY DISAPPOINTED in a warranty that we paid extra for that we can not use.

TOTAL SCAM! Do not under any circumstances purchase a warranty from this company. Had two bonded leather couches under warranty that were rarely sat on. I went through the long claim process and waited weeks for a technician to come out and take photos. Tech says obviously this will be covered. Never receive contact from the company after over a month. We call the company to check on claim. Company says it is denied as the "leather is bubbling and peeling, not tearing". I advise Ronnie from Uniters that they tears are in and around peeling (not sure how you determine the difference between a peel and a tear. Additionally, the attached back cushion on one sofa was torn underneath at the back. The rep asked if the was "at the seam" I stated it was and then immediately said "I guess I don't know, I can't see under there". From there, they denied this claim since a seam tear is not covered. I reminded both ladies that I had immediately reversed my statement before. They both said that indicated it was a seam tear and that they record the calls. I replied "wonderful, lets hear the call". Both refused to play the call as they knew they were not being truthful. Deceitful company, apparently deceitful employees.

Reclining chair developed a structural issue that tore the material underneath the leg rest and ended up making the rest of material in the leg rest shift around causing it to look lumpy and old. The recliner was still under the warranty we had purchased when we filed the claim. They asked us for pictures. At first they said the pictures looked like wear & tear of the material, not covered, and we took other pictures that showed otherwise. We got emails back from them requesting more info. Finally, we got an email that was "blank", and when I went to their website to view it, it was also blank. Dear customer... ."blank", sincerely, Customer Service. I noted also that the claim was closed as not serviceable, so I called them. This was in mid-July 2015. I was told ON THE PHONE, that the info on the website was incorrect and that a part had been shipped and to please wait 8-12 weeks for it. So, here it is November 2. Past the 12 weeks. I contact them and they told me claim denied. We COULD have disputed the denial within 30 days, but hey, they tricked me out of that one. I don't think I'll trust JC Penney for my furniture needs any more! Claim number was C1536364. I'm still going to try to dispute the claim, but I have a feeling they'll tell me i waited too long. Also, I have a phone number for corporate JC Penney, which I doubt will do me any good, but I'll try.

After reading some of the other complaints I feel fortunate that my experience wasn't worse than it was, but people should still know. After red wine spilled on my new white overstuffed chair on 7/9/15, I immediately filed a complaint. The tech couldn't get to my house until 8/13. Communication was very poor, lots of waiting on hold and re-explaining things etc.

My main complaint however is that the tech was unprofessional, sarcastic, too overweight to really do the job, complained that he came from Ohio (to Rochester NY) to do the job, didn't have all of the materials he needed (an extension cord) and to top it all off he broke the arm of the chair he was removing the stain from! He was scrubbing hard, leaning on it and used the arm to pull himself up off of the floor from a sitting position...when he was done, the arm was loose, and jiggly.

First he tried to say he didn't do it, then he said that the company would call me by Tuesday (this was on a Thursday) to follow up, which is when I could tell them about the broken arm of the chair, but they never called. Then, weeks later, I get a letter in the mail saying they are sending a new slip cover (a replacement part), and that once the part arrives, I should contact them if I need a tech to come install it. I didn't need a new part - the tech was able to get the wine out - which they would have known if they had called to follow up like the tech said they would. I called to cancel the sending of the replacement part and tell them about the tech breaking the arm of the chair. After much more time on the phone they said they would send another tech out to repair the arm of the chair...we'll see how it goes.

We bought this set along with two lounge chairs and the 11 ft tilt umbrella in 2011. We purchased the WorryNoMore Warranty (5 years) for $350 because the salesman was telling us how great it was.
The crank on the umbrella recently broke - mechanisms on umbrellas are covered. Filed a claim with Uniters (WorryNoMore) and they sent someone out to see if it could be fixed. It couldn't be fixed and I was told by the technician that it would have to be replaced. Two weeks later we received an email that our claim was denied because it was due to "normal wear and tear." How can you warranty something for 5 years and then it breaks from "normal wear & tear" in 4 years! Will never buy another Warranty from Macy's again and I am quite surprised that Macy's would be associated with a company like Uniters. Doesn't make Macy's look very good.

The company finds anyway around not honoring warranty. After filing a claim because my son urinated on the sofa, they were supposed to send me cleaner. They never did. Called back said it was on its way and I still never received it. Called for a 3rd time and they put in for a technician to come. He came to clean it and said it was to "big" for him to do and they would send someone else out. Uniters did not. I would never buy a warranty from them again. Also I was told that I could not have my microfiber couch professionally cleaned and the guy they sent said I could. He said it doesn't hurt it.