4 years ago we bought a leather sofa and loveseat from Wicks Furniture Store. Two years later a couple of holes appeared in the couch. Called up Wicks to report claim. Approximatly 4 weeks later a technician was sent out and repaired the problem.
December 2003 called again re cracking, holes and tearing in the armrest and seat of couch. Technician sent out and a claim was filed to Stainsafe. Called a few times to the customer service department to check on status of claim the people were very rude and unhelpfull. In March recieved the parts however they were the wrong color a phone call was made to stainsafe and they said they would send the correct parts. Approximatly 8 weeks later the new parts arrived exactly the same parts as before.
Meanwhile both the couch and loveseat now showing discoloration pitting and hardning on back facing cushions. Called stainsafe again and spoke to supervisor she gave me a new claim # and said would have Wicks come out to file new claim. In June technician from Wicks arrived and documented information. That same day 2 hours later I recieved a call from Wicks saying this new claim was not covered.
I proceeded to send letter and photos for denial dispute to the supervisor I had dealt with, she replied via email that she had forwarded it to that department. July 2004 I recieved only part of the first claim. A few weeks later I was informed by post card my claim had been assigned to Creative Visions Design. When I did not here from them I called and was informed they did not have the order yet, because not all the parts had been sent.
September 13th I called customer service at Wicks and was told she would have the parts person Natallie call me, no information on file. September 16th recieved a call from Natallie and informed my warrenty does not cover holes, cracking etc and stainsafe could ask for the parts they sent back. According to her my warrenty is with Wicks and only covers manufacture defects...
I am so fed up with Wicks and stainsafe and believe their warranty are false advertising. They are truly rip-off artists