I paid nearly $2000 for microfiber sectional and was strongly encouraged to buy 5 year fabric protection plan for an extra $120. The salesman stressed that I shouldnt have to worry about day to day stains if I dont have to. Adding "I could spill red wine on my couch and not have to worry about it". In short of covering my couch in plastic, I take very good care of this sofa.
So about a year later, I noticed some grease stains on two of the cushions and decided against trying to remove it myself, so I called Jordans. I read the first few lines of the protection plan, which stated that the stain had to have occured within the last five days, and I assumed all they wanted to hear is that I attempted to remove the stain and was unsuccessfull.
So when I called I got a less than friendly sales rep from someplace called Stainsafe, who proceeded to ask me a laundry list of questions concerning where the stain was, how it happened, did I try to get it out. I told them, there were stains on a few cushions and I blotted it with a mild soap and water. And then I was told that my claim was denied because of 'accumulation of stains" and failure to remove the stain with a specific type of fabric care kit.
So I asked for the manager and told him that I really didnt touch the stain, I just said it so that they would take care of it and I wouldnt ruin my couch due to lack of stain removal experience. And also, I reiterated that all of the stains happened on the same day. So I disagreed with the accumulation accusation. He said I cant just change a customers claim because they want to change their story.
So he said "I wont send anyone out" and "you may not speak to anyone above me" and no I wont give you my last name". So I called Jordans and they stated that I have to be very careful with the language I use to make claims and their salesman shouldnt be pitching this plan the way in which it was sold to me. Jordans sent one of their people out and waived the $80 charge, but I was told I could never make a stain related claim again, no matter what. So It cost me $120 and a great deal of anger and frustration. So much for piece of mind.