Purchased a $2000 leather sofa 4 years ago and bought the "Platinum Protection" package that covers "cosmetic flaws like rips, cuts and burns for up to five years". Called today to take advantage of having numerous scratches repaired.
We have 3 cats. "Sarah" told me the coverage does not include any scratches made by the cats, but that the technicians are very good at telling whether or not these are cat scratches. This info might have been useful when we bought the coverage, however, that would have required someone doing their job. I think you know where this is going.
This is the crappiest, touchiest leather sofa I've ever seen; you cannot brush past this sofa without marking it. How do I know which scratches came from a cat, or from a seam in a pair of jeans??? Needless to say, I won't waste my time having a technician come to the house to do the "tough sh#*, we can't help you' dance. I will NEVER buy another piece of furniture from this store (have made this mistake too many times in the past).
I will not have anything good to say about this store to others. I won't bore you with the numerous stories about other furniture purchases made over the years and regretted due to poor workmanship or lack of follow-up service.
Takes me a while to learn a lesson, I guess. Do yourself a favor and buy from ANYWHERE else.