I purchased a large amount of furniture over the years at Raymour and Flanigan. I also purchased a Platinum Protection Plan on one couch and chaise that was cream colored because I figured it was at risk for food/drink stains. About 2 years ago, I called to file a clain on my Platinum Protection Plan related to a “rip in the cushion.” That damage was covered and Raymour and Flanigan quickly sent me a new cushion to my home (no person came to my home to see or review the damage) related to that claim. Now, I have a new rip in a different cushion. I also noticed the cushions for the back are “smushed down.” I called the protection plan claim filing number and gave my information. The person asked if I had pets and I said yes. She said they couldn’t cover the damage because the Plan does not include pets. I said that it’s not definetly from my pets. I could be from me. She said they don’t cover “over-use” damage. Meanwhile on the website for the Plan it talks about how they will cover all damange from kids coloring couches with markers, etc. Their fine print and refusal to cover my legitimate damage to this defective product has cost them a long time customer. Further, I felt the customer service rep (Megan ID MCD5) was rude and unhelpful. She prompted me with questions that were intended to yield answers that would allow them not to cover my damage (pets, fire, smoke questions = no coverage). I will never shop here again.
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