Within the last 6 months we purchased a 6 piece leather sectional to improve our theatre experience at home. At the time of sale the associate strongly recommended we purchase the Goof Proof protection plan as this would ensure any unforeseen accidents, spillages or breakages would be covered. Unfortunately I dropped a picture frame on one of the sectionals and made a very deep 6 inch scratch, I immediately called Goof who's first question was asking me if I could put my finger through it as they only cover actual holes in the fabric! They wanted me to send pictures and they would look at my claim but thought it was unlikely they would do anything. After much deliberation and multiple phone calls Goof agreed to sent a technician out who looked at the furniture tool pictures. At the time he told us "I can make that look a lot better, but I have to see what my office wants me to do, you should hear from someone in 10 days. 3 weeks later I phoned Goof again and asked what the status of my case was, you can imagine my surprise when they told me it was closed, as there is no actual hole in my sectional they didn't plan to do anything, we only repair holes or eradicate stains!
What appalling customer service, no call to tell me they had made a decision on my case. At this point I have called Bob's Discount Furniture and asked them what they will do about, they are sending a technician out to look at the furniture next week.
I have told them they have to stop the fraudulent selling of a Goof Proof warranty that is completely useless and misleading. I would never have spent $150 if I knew it only covered holes!
I will never shop there again and will continue on my crusade to ensure customers are aware Bob's is trying to sell a pathetic warranty coverage. Go to Jordan's their customer service and warranty program is second to none.
Monetary Loss: $1500.