Fix Couch: A sad day in TX

Ok, I failed. If I were trying to get the Presidential Suite at the Philly Marriot I would have succeeded, but on this one (as the article warns) I was destine to fail.

I called up the company in Virginia where we bought the couch. They gave me the name and number of the third-party that we have our five year stain warranty through. I called them (Stain Saver at 1-866-RIPP-OFF, nope, that’s not right) and the first woman said she would take the needed info to fill out my claim. She asked me 20 minutes worth of questions and then she put me on hold for 5 minutes while she "processed my claim." Then she came back and told me that she couldn’t help me because the stain was not a food or beverage. The warranty only covers food or beverage stains. Not dye transfers (from pants other than blue jeans – you never know these could have been someone’s red jeans…). Any ways, I requested a supervisor; she didn’t want to put her on. But I was transferred after a 10 minute wait. The supervisor was even ruder than the first woman. She told me noting could be done. I asked to speak with her manager, she said there wasn't one. I informed her that I didn’t think she owned the company so someone was higher than her. She said her manager’s name was Nancy. I asked for her last name or extension. She said she couldn’t give that out. I asked how many Nancys worked there she said 2. I asked how I was to get in touch with the proper one. She said just ask for the manager, but that she didn’t come on until 12:30. I told her to put me thru to another supervisor. Another 5 minutes on the phone and I was put on with another woman. The second supervisor told me that it didn’t matter that they don't treat dye transfers I didn’t report the stain within 5 days of noticing it so it is not covered.

There. Take that. I felt like I was in a racquetball court. Hit the ball one way = NO! Hit the ball the other way = NO! No matter what it is my belief that they were never intending to come out to my house to try and remove the stain. That said, Ian’s mom said that she has actually had people come out and remove stains for her. But now I know, (1) tell them you found it yesterday and (2) make sure that you spill red wine and (3) never let anyone with pants on sit on your couch. Boy, some things you just have to learn the hard way (PS: I really hope this saves some of you from this same experience).

Well, I finally hung up vowing to call Nancy and lodge a complaint about the lack of professionalism of her staff. And I told the supervisors that I was going to call the furniture company and tell them about my experience.

I did call Belfort Furniture up. And I spent 5 minutes telling the customer care representative about the experience. I said that I realize that they can’t help me, they are not going to give me my $50 bucks back, and they are not going to replace my couch. But I really like my couch, I really had a wonderful experience with them in the couch-buying-process and I think that they should know that even thought they are not responsible for that third party warranty company, they are associated with them. And they are selling their warranties and it is resulting in a bad experience for Belfort’s happy clients. Not everyone will be as understanding as me; I realize that they are just a conduit to the third party. The customer care representative told me that he would pass on my complaint to the person there who is responsible for setting up the third party relationships.

So take that Stain Saver. My couch may be pink, and you wasted an hour of my day, but 100s of people read my blog every week and just maybe the next time they call up it will be 2-day old strawberry syrup and you scrub and scrub. And in the end you will have to buy them a whole new couch!

(Sorry that was long winded, hope it was slightly educational.)