This article really cracks me up. Basically it is an article in Furniture Today about Stain Safe trying to improve their image due to their overwhelming number of problems. Note, this article was written back on April 3, 2006. The article quotes the following from COO, Douglas Wright:
"In customer service, the company looks for "people of quality and experience," according to Wright. "We're willing to pay those individuals a good wage to retain them. In the last six to eight months, the culture of the company has changed dramatically."
Well buddy, it doesn't look like you did a very good job changing anything even the slightest bit. Your customer service reps can't be getting paid more than $7 to act like complete imbeciles. You still have an enormous amount of complaints and the worst customer service. I think it might be time to throw in the towel, pal.
Sunday, February 8, 2009
Interesting site
I just found this site called My3cents.com and there is a ton of complaints about StainSafe and their crappy warranties. I will be listing a full directory of furniture stores that carry the StainSafe rip-off warranty so you can beware when you are out shopping and spending your hard earned money.
In the meantime, you should go check out some of these stories!
In the meantime, you should go check out some of these stories!
Wednesday, January 14, 2009
The issue: Part I
So to tell you a little about my story, it all starts with when we bought a leather chair and ottoman a few months ago. It is a beautiful finished brown leather that perfectly matched the living room.
Over the holidays we had some family stay and on the last day when they were leaving, my cousin apparently stacked a couple of his bags on the ottoman before leaving. The next day I noticed there were abrasive marks on it. Little holes as though there was velcro or some sort of rough thing that punctured little holes into it. I have no idea if it was indeed the luggage but it truly was the only thing that I could imagine since the marks weren't there before and no one really uses that chair. Our living room is pretty much off limits to the kids and our cat is declawed.
So I grab my paperwork, call up Greengard, a program under StainSafe, and go to submit a claim. When I call, I simply stated, there is a problem with my ottoman, I noticed it after my family left and think it was caused by luggage being placed on it. Initally, I said "scratches" --little did I know, this would become the bane of the whole problem. The customer service rep then went on to take my information. Strangely, she started with my name and address and didn't ask my warranty number. She asked my invoice number...which struck me as wierd since the invoice was for the furniture company store and not the warranty program...regardless, I provided her with all the information including a more detailed description of what the damage looked like. I then even asked her, "don't you need my warranty number?" "Oh yes! What is it?" Then, after much ado, she says, "well this [damage] is not covered by the program."
Excuse me? What do you mean? Right here in the paperwork it says, "all tears, punctures, etc. on leather." "Yes," she tells me, "but you said 'scratches.'"
"I did, when?" I retort.
"When you first called," she replied
"Excuse me again, but when I went into further detail, I told you they were actual little tears. And so what that when I called and the first word out of my mouth was 'scratches,' I said it incorrectly, they are indeed tears, rips, whatever you want to call them." She continues to tell me it is not covered because I said "scratches" in the first minute of the call ("and we record our calls." )
Thinking back to that first minute of the call, I was flustered by how long it took me just to get through to the right place. Besides, a scratch can cause a tear. If you scratch the surface of something with something sharp, it causes a tear!
So there I am, listening to a woman, who may or may not have received a high school education at minimum, who is repeating the same line over and over..."this is not covered by the program." Over, and over...no matter how many if, buts and whats I interject. I felt my blood pressure rise at the insanity of the situation and asked her to transfer me to her supervisor. At this point I had already wasted a good 15 minutes of my precious time (yes, I am a mother of 2 toddlers who works, volunteers, cooks, cleans, manages the house, etc.)...I'm sorry but every spare moment better be worth it in my eyes.
The supervisor graces me with her presence on the phone. She has a rough tone from the get go. No, "I am sorry, how can I help you?" No customer service. I have worked several years in executive customer service and I can tell you...she failed doing her job. Miserably. I continue to tell her that the damage is indeed rips and not scratches and that regardless of my audio taped couple words in the beginning of the conversation...I didn't say anything wrong! They just were hanging on one word! And well go ahead, it doesn't change the fact. The supervisor then begins the chant..."well you said, 'scratches' and we don't cover that," well you said, 'scratches' and we don't cover that." Sadly, it sounded like the woman had something mentally wrong with her. I wonder what was going through her own head having to act like a robot.
So at this point enough was enough so I told her I wanted a refund. If they could not fulfill their end of the deal then I want my $229 refunded. "I am not authorized to do that, " she states. "Fine, " I reply, please connect me to someone authorized."
"There is no one authorized," she states. "Excuse me, " my brain shouts! I recompose myself and tell her I will be doing some research and that she will indeed hear back from me. Then I go on a search for the number to the corporate office...only to google in "Greengard, StainSafe" and then see a ton of complaints already.
To be continued...
Over the holidays we had some family stay and on the last day when they were leaving, my cousin apparently stacked a couple of his bags on the ottoman before leaving. The next day I noticed there were abrasive marks on it. Little holes as though there was velcro or some sort of rough thing that punctured little holes into it. I have no idea if it was indeed the luggage but it truly was the only thing that I could imagine since the marks weren't there before and no one really uses that chair. Our living room is pretty much off limits to the kids and our cat is declawed.
So I grab my paperwork, call up Greengard, a program under StainSafe, and go to submit a claim. When I call, I simply stated, there is a problem with my ottoman, I noticed it after my family left and think it was caused by luggage being placed on it. Initally, I said "scratches" --little did I know, this would become the bane of the whole problem. The customer service rep then went on to take my information. Strangely, she started with my name and address and didn't ask my warranty number. She asked my invoice number...which struck me as wierd since the invoice was for the furniture company store and not the warranty program...regardless, I provided her with all the information including a more detailed description of what the damage looked like. I then even asked her, "don't you need my warranty number?" "Oh yes! What is it?" Then, after much ado, she says, "well this [damage] is not covered by the program."
Excuse me? What do you mean? Right here in the paperwork it says, "all tears, punctures, etc. on leather." "Yes," she tells me, "but you said 'scratches.'"
"I did, when?" I retort.
"When you first called," she replied
"Excuse me again, but when I went into further detail, I told you they were actual little tears. And so what that when I called and the first word out of my mouth was 'scratches,' I said it incorrectly, they are indeed tears, rips, whatever you want to call them." She continues to tell me it is not covered because I said "scratches" in the first minute of the call ("and we record our calls." )
Thinking back to that first minute of the call, I was flustered by how long it took me just to get through to the right place. Besides, a scratch can cause a tear. If you scratch the surface of something with something sharp, it causes a tear!
So there I am, listening to a woman, who may or may not have received a high school education at minimum, who is repeating the same line over and over..."this is not covered by the program." Over, and over...no matter how many if, buts and whats I interject. I felt my blood pressure rise at the insanity of the situation and asked her to transfer me to her supervisor. At this point I had already wasted a good 15 minutes of my precious time (yes, I am a mother of 2 toddlers who works, volunteers, cooks, cleans, manages the house, etc.)...I'm sorry but every spare moment better be worth it in my eyes.
The supervisor graces me with her presence on the phone. She has a rough tone from the get go. No, "I am sorry, how can I help you?" No customer service. I have worked several years in executive customer service and I can tell you...she failed doing her job. Miserably. I continue to tell her that the damage is indeed rips and not scratches and that regardless of my audio taped couple words in the beginning of the conversation...I didn't say anything wrong! They just were hanging on one word! And well go ahead, it doesn't change the fact. The supervisor then begins the chant..."well you said, 'scratches' and we don't cover that," well you said, 'scratches' and we don't cover that." Sadly, it sounded like the woman had something mentally wrong with her. I wonder what was going through her own head having to act like a robot.
So at this point enough was enough so I told her I wanted a refund. If they could not fulfill their end of the deal then I want my $229 refunded. "I am not authorized to do that, " she states. "Fine, " I reply, please connect me to someone authorized."
"There is no one authorized," she states. "Excuse me, " my brain shouts! I recompose myself and tell her I will be doing some research and that she will indeed hear back from me. Then I go on a search for the number to the corporate office...only to google in "Greengard, StainSafe" and then see a ton of complaints already.
To be continued...
Tuesday, January 6, 2009
Considering a Stainsafe warranty? Think again.
Want to see how much time and energy Stainsafe and their Greengard program can take out of you? Just check out this woman's experience. I can't imagine having to go through this but I can guarantee (something Stainsafe can't do) that she was beyond frustrated.
Welcome!
Welcome to my blog all about how the company Stain Safe Sucks. I know I am not alone out there because when you type in "stainsafe complaints" there are 6,120 articles, many of them message boards with hundreds more listings. If you type in stainsafe scam, you get another 5,000 some articles. So, I want to make sure everyone who purchases furniture understands this and is forewarned so they don't lose hundreds of dollars and lots of their precious time.
Stainsafe sucks
Just to start off this blog on the right foot I want to go ahead and note that STAINSAFE sucks. And I am referring to the company listed below:
Stainsafe
354 Hiatt Dr.
Palm Beach Gardens, FL 33418
800-292-3777
http://www.stainsafe.com/
http://www.stainsafe.info/greengard.html
Their Greengard warranty program is a scam. Do not buy into it!
Stainsafe
354 Hiatt Dr.
Palm Beach Gardens, FL 33418
800-292-3777
http://www.stainsafe.com/
http://www.stainsafe.info/greengard.html
Their Greengard warranty program is a scam. Do not buy into it!
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