When I bought a fabric living room set (2 sofas and chair) for almost $3000 from Levitz in 2004, the saleswoman strongly urged me to purchase the long-term, 5-year warranty for ($219) that was available, especially when I have two little kids. So without mentioning the name of the insurance company or even provide me with the paper work needed for the warranty, the saleswoman emphasized that the warranty, from Levitz will replace or restore to original condition ANY accidental damage to the furniture, either structural or to the fabric, in normal residential use, even if it didn't result from an inherent flaw in the furniture but for any reason, such as a child's banging it or through a guest's carelessness.
Couple weeks a go Ive decided to call Levitz to see what they can do to fix my damaged sofa and remove the stains, they told me to email Stainsafe directly, again this the company that never heard of and the saleswoman never told me about it on the day of my purchase!!. I though once you have warranty it should be from the store that you bought your products from but unfortunately that wasnt the case in here.
I never saw a company that doesnt have a physical address on their website, it took me almost 15 minutes to dive into their website and find their phone number, and it looks like they hide their contacts from people to avoid dealing with claim directly!
To keep the story short, I fill up a warranty service request as I was told and send it back to Stainsafe, shortly after, Ive received an email back from them stated that my claim was denied and the mean reason was (I didnt report the incident within five days frame!). I called Levitz and explained to them that I never received a warranty form from Stainsafe and the Saleswoman never mentioned the name of the insurance company nor the condition or the term of the warranty, all what I have the one year manufacture warranty with five years protection plan from Levitz. Surprisingly, I was able to speak with a supervisor from Levitz and explained to her my situation and she offered me a refund of $219 for my protection plan and I accepted the deal knowing that this money is not even enough to fix one seat Cushion of my sofa!
Im really disappointed by both companies, weve spend thousand of dollars to buy furniture from Levitz and we expect that we have the right to be informed about any issue related to our purchase. My warranty does clearly says that the furniture is protected for five years, I never was told that there are conditions for my plan, and lets say for the sake of the argument that there is some conditions for the warranty plan, then why we need the protection plan for?!!
Im going to file a lawsuit against this unfaithful company (Stainsafe), I believe its a pure rip-off from us and they should be held responsible for their careless actions. I hope that all of you who had been affected by Stainsafe to do the same, this the only way we can protect our right as consumers.