written by LeahHatch1971 on 23/10/2015
We purchased our sleeper sofa two yrs ago along with the UltraShield Premium protection for 5 yrs. Purchase was a leather sofa to be placed in our guest room/husbands work room. As such, we rarely go into this room and guests have only used this sofa twice. We recently found a slight tear on one of the cushions. My husband was unsure if he placed one of his work/equipment bags on the sofa. So..... I called LazyBoy about the tear and they referred me to Utrashield. I left at least 4 messages, 1 email and finally heard back 4 dys later. They then proceeded to tell me they denied coverage --mind you, coverage was for ANY and ALL tears, stains, etc. They stated because I did not witness the event they couldn't cover it. Wow! I then called and spoke to Dan, Mgr in LazyBoy Middletown, NY location. I was also told that there was nothing he could do. Again, I was blown away. This sofa alone costs $2500. We purchased this as a leather sofa with the condition we would receive coverage for any mishap. I don't understand why the terms "any tear, or any stain" doesn't apply here. I am dismayed that LazyBoy with such a well respected reputation could not provide adequate service. Customers should be made aware. We have purchased furniture from different vendors and was never treated like this. I even purchased an entire dining room set from GoldenArea furniture in Middletown NY and had a mishap with a little puppy gnawing the legs of the chairs and table----and you know what, it was ALL covered, no questions asked and free. They were all wonderful and very helpful--That's is a model you should strive for!!!
Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer
Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
We will email you when the question is on the site
As rated by our community of reviewers