I purchased fabric protection on my new sofa from Lazyboy furniture. I had a burn on couch which was covered in Stainsafe warranty. I put in a claim with Stainsafe which was approved. I was sent a authorization letter telling me to wait 8- 12 weeks for a replacement part to be delivered to my home and at that time I must call with in 14 days to have a technician install new part. The part never arrived. I called Stainsafe. They informed me that my claim was closed due to no response from me. I waited the 12 weeks and thought I would call stain safe when the part arrived at my home. I later found out from Lazyboy that they never received a claim or order from Stainsafe for the material. The authorization letter does state that if you do not call them back with in the 12 to 16 week waiting period that they will conclude you are "satisfied". and close the claim. Well I did forget to call until a month past the dead line they put on me. Why? Because I was waiting for a part to be mailed to me that was never ordered and frankly, I forgot after waiting "THREE MONTHS."

I called at least three times and e-mailed them. I was asking them to review my claim due to the fact lazy boy said they never got the order. They told me no each time. The first supervisor I spoke to was the worst. She refused to give me directions to the office to try to fix the problem. She said she did not know were the office was, and I later called and found out that the people answering the phones is located in the main office I asked to get directions to.

The only words she would say are your claim has been closed, sorry.