We bought a sofa and purchased the Stainsafe protection at Wickes Furniture on East Foothill in Pasadena,California. Several months later our son poured out his bottle of milk on the cushion. We called and filed a complaint. We sent in our complaint documentation and a copy of the receipt and warranty. They asked us to email digital photos. They said it would take a while and they would send us a new cover for the couch, rather than clean it.
Several weeks later, we received a letter stating they are unable to take further action on the claim and that the issues have been occurring for an extended period of time. It further stated we did not put in our claim within the time frame (we filed immediately) and we did not qualify for further service.
If I want to appeal I have to resend a letter of dispute, a copy of the warranty a copy of the sales receipt and wait another 60 days.
Needless to say, if we are denied we are contacting the Attorney General for the State of California, Edmund G. Brown, Jr. and the Attorney General for the State of Florida, Bill McCollum and will be filing in small claims court for approximately $4,000 to cover my expensive ($330/hr) time to have the problem resolved. I may also get involved with a larger class action suit since I see many other people with the same problems on this website.
We will be contacting the furniture store manager and may seek a class action suit after obtaining the names of all the stainsafe vendors and sending copies of the complaint.
Stainsafe is using tactics which is common for most people to roll over and drop it. Fight these fraud masters and make them pay! Don't be a victim!