Complaint / review text:
Platinum Protection Is a Joke: I bought a couch, a loveseat, chaise and ottoman with a five-year Platinum Protection. Within the first month, the chaise broke and they replaced it. Then the ottoman had a spill on it that they couldn't remove so they replaced it. Then the couch broke, which they couldn't fix. They didn't have anymore of that type of couch to replace it so they said we would either have to keep the broken couch or exchange the whole set for a new set of another type, voiding the warranty. They said that they would allow us to exchange our previous set for a new set of equal value. Unfortunately, this meant that I was trading in 4 pieces of furniture for two since prices have skyrocketed in the last two years.
We traded in the 4 pieces for a new couch and a loveseat. After the delivery, we noticed the couch had two holes in it, so they brought another 'new' couch. This time it was re-stitched with red string (a brown couch). They brought a third 'new' couch in 8 days and it was already sagging and the cushion was reupholstered. The company claims the couch was new and sent that way from Lane, but after talking to a Lane representative, she stated that it was impossible because it would take them 10 days to send the store a couch, and this couch was no longer manufactured by them. So, basically, they sold me used furniture as new, and now I do not have a Platinum Plan to cover it because they voided my paid for warranty when I exchanged my original purchase.