If I could give it no stars I would. Horrible. We purchased some furniture and the 5 year extended warranty in the beginning of January. Just minutes after everything was delivered, we had an accident with our kid, the couch cushion, and a ball point pen. We figured "thank goodness we got the extended warranty!". Haha, NOPE. We filed a warranty claim and sent in pictures of the markings, but we didn't hear anything for over a month. We called back today only to be told that they were not going to honour the warranty because it was customer abuse. Um, no, it wasn't.
When we purchased the furniture, the sales associate was very clear that If our kids mark up the couch with ANYTHING, they would try to get it out and if it couldn't come out, they would replace the piece. This, and ONLY this, is the reason we bought the extended warranty. After talking to customer service rep after customer service rep, we were finally told that we must pay OUT OF POCKET for a professional cleaner to come and deal with it, and if they couldn't get it out, THEN they *might* send someone over to take a look at it. Wow, so that wasn't explained to us at the time we purchased the warranty! Would have been great to know, then we wouldn't have wasted $350 on a stupid warranty if we knew we would be paying out of pocket anyway. Oh, also, the one cust. Service rep told me that the guy doing our warranty claim wrote a note on our file saying that we sent a picture of our kid scribbling on the couch, which we did not. A flat out lie. I was so angry, I asked for a refund on the warranty, to which I was told that they cannot give me a refund because I had to ask for it within the first month of purchase. Keep in mind that we waited for OVER a month to hear anything back from these scam artists, so we had zero idea what was going on with our claim anyway.
I'm just so angry that we wasted $3,500 on a couch and loveseat from this company, only to have them come back and tell us that they won't honour their warranty agreement. I just don't even understand how they can get away with something like this. read more