My wife and I bought a sofa set from Macy's in New York about 4 years ago. During the deal Macy's advised us to buy a 5 years furniture protection plan since we have children. I didn't want to spend the extra money but after what the salesman told us we decided to buy the protection plan. According to Macy's the company StainSafe would be responsible for anything that happened to the sofa, for example: If one of my children rip off the sofa with a knife or anything else StainSafe will fix it or replace it at no charge. If my children damage the sofa with a marker Stainsafe will fix it or replace the sofa. Basically anything that happens to the sofa will never be our responsibility to fix it, Stainsafe would take care of any damage.
The first time I requested their service was about 2 years later after I purchased the sofa. My children were playing on top of the sofa and it caused a damage on the side of the sofa. A week later I contacted the company and made the complain. According to them they could not do anything about it because I waited 7 days to make a complain. I said "my lost, I guess I'll have to fix it myself", which I did. A few months later again my children damage the sofa and this time I contacted them on the very next day. They set-up an appointment and told me an inspector would be in my home in a few days. The inspector came and as soon as he saw the sofa he said that the sofa had to be replaced. He called the company and gave them all the details about the damage, he then gave the phone and the person on the other side told me that he was going to file a report and I should hear from them in a few days. A few days later I received a letter and on the letter they said that they could not replaced the sofa because we're not careful taking care of the sofa. I called them to ask for specific explanation and they told me to read the letter. I told the suprvisor that I already read the letter, but could not understand why Stainsafe is refusing to do something about the damage. It doesn't make any sense to me, the protection is exactly for this purpose, if we cause any damage on the sofa Stainsafe will be responsible to fix it. She said that the sofa don't look like it has been well taken care of and for this reason they will not fixed. So, I asked "are you saying that you expect this sofa to be new after we used for more than 3 years? She said yes, and I said that's ridiculous, the protection plan was offered to us because we have children, and Macy's clearly said that no matter what Stainsafe would be responsible to fix or replace the sofa.
So, to anybody out there do not do business with Stainsafe or any other protection plan furniture service. They do not tell you in details how the protection service plan works, if I knew this in details I would never buy the protection plan. I hope this report will hurt them in a big way and I hope their business will be out of this country. Stainsafe is a ripoff.
New York, New York