Reviews
134 Customer Reviews
Review from Kristina P
1 star02/01/2025
This company is a total scam. We have had our sofa less than 4 years and have had someone come "repair" it. It is broken again and now my claim is being denied because the "warranty " doesn't cover the arms coming apart from the sofa frame apparently. Even though they have fixed it before. Multiple attempts to speak with a supervisor and I'm told they only schedule calls and someone will call me back only for it to never happen. So now I'm stuck have to not only pay to replace the furniture but also pay to have the broken pieces hauled away.
Uniters North America, LLC Response
02/03/2025
Dear Ms. *************** would like to thank you for taking the time to voice your experience with us. Our records show that you have filed several claims under the Protection Plan purchased. The first claim was filed April, 2023 for frame damage on the sofa. A service technician was dispatched to your home for repairs. The service technician was able to successfully repair the damages on the sofa. A second claim was filed May 2024 for frame damage on the sofa and loveseat. A work order was issued for a technician to repair the items. The records show that the technician contacted you to schedule a service appointment and was advised that the damages were already repaired and that a new appointment was not needed. A third claim was filed for frame breakage on the loveseat. The claim was approved for a full replacement on the loveseat.The replacement authorization was sent to your original store of purchase to replace the loveseat at no extra charge to you. The last claim was filed January 14, 2025 for frame damage on the sofa. At the time of filing the claim you indicated that the damages were noticed more than 30 days prior to filing the claim. The terms and conditions of the Protection Plan dictates that all covered occurrences must be reported within 30 days of discovering the damages. Since the damage was reported out of that timeframe the claim is not eligible for service. We apologize for any inconvenience you may have experienced. The claims were adjudicated based on the terms and conditions of the Protection Plan and the information you have provided.
Sincerely,Review from Mitchell F
1 star01/29/2025
Denied our claim saying we didn't notice it within the 30 days of filing, I submitted pictures with the screenshot of when the pictures wer taken ( within 2 weeks of the claim) and they refuse to take that into account. ********************** is a scam and should be closed down. Avoid them at all costs.Uniters North America, LLC Response
01/30/2025
To whom it may concern,
We have reviewed the information provided. We have researched our records using the name, email and zip code included on this review but was unable to locate any claim records. Unfortunately, without pertinent information like a claim number, invoice number or phone number associated with the account, were unable to review your concerns. Please provide us with the aforementioned and any other details so we can investigate this matter.
Sincerely,
Review from Alyssa N
1 star01/27/2025
Biggest Scam of a Company. Avoid at all costs. My husband and I bought two new couches, 10 chairs (dining and barstools) and two outdoor furniture sets from American signature furniture. We were told my American Signature Furniture that this company would cover absolutely anything and everything for five years at the time of purchase. One of our couches is coming apart at the seams and it was determined to be a manufacturing defect after two years of extremely gentle use. We have three couches at our house and this is the one we use least. They have refused our claim and American Signature refuses to do anything as well. Dont waste your moneyUniters North America, LLC Response
01/29/2025
Dear Mrs. ******************** you for the review provided and the information shared.Our records show that a claim was filed August 27, 2024 for seam separation and stains all over the sectional. At the time of filing the claim you indicated that the damages were first discovered more than 30 days prior to filing the claim. Based on this information and the terms and conditions of the Protection Plan purchased the claim was deemed not covered. The Plan dictates that all occurrences of covered stains and or damages must be reported within 30 days of discovery.
A subsequent claim was filed December 6, 2024 for seam separation on the wedge portion of the sectional. A professional service technician was dispatched to your home to the home. Upon inspecting the item, the technician reported that there is seam separation on 8 seat casings and 10 throw pillows of the sectional due to normal wear and tear. The claim was adjudicated as not covered as normal wear and tears to fabrics and leathers are excluded from coverage. Both claims were adjudicated based on the terms and conditions of your Protection Plan and are not eligible for service. As such we apologize for any inconvenience this may cause as we will be unable to take any further actions on your claims.
Sincerely,
Review from Patrick T
1 star01/24/2025
We paid over $6k for a couch from Living Spaces and also purchased the warranty for $802.50 to cover our couch (and 2 dressers) purchased from Living Spaces. We were sold on this that they would cover anything no matter what and turns out that they will find ANY way to deny a claim that comes in. We submitted the first claim due to a seam separating on the cushion in July of 2024 and were immediately denied. We appealed, they sent out an inspector who claimed it was definitely unrepairable and should be covered. Turns out Uniters STILL denied coverage stating it was fraying rather than seam separation and that was more manufacturer defect and not coverable. Per the pamphlet and the terms/conditions it clearly states that the item is covered for seam separation "Seam and stitching separation as defined as the stitching coming apart at the seam." Whatever, we lived with it. A couple weeks ago we had an accident occur and a cushion was damaged with a pair of scissors. We submitted this as a new claim, and what do you know it was immediately denied. We appealed and denied. After a call, now it is being told to us that this is an accumulation of damages, even though they are completely separate and the only reason they've accumulated is because the initial claim was denied. I'm seriously concerned that an American company is so quick to s**** hard working people out of their money and selling them a bill of good that they don't ever seem to be willing to fix. There is no wonder why they currently have a 1.05 out of 5 rating on here. I'm currently waiting for a call back from the ***** ******* to discuss further.Uniters North America, LLC Response
01/27/2025
Dear Mr. ********************* you for contacting us and for the information you have provided. Our records show that the claim was filed June 10, 2024 for damage reported as rips on the sectional. A service technician was dispatched to your home to inspect and repair the damages. The technician inspected the sectional and reported that there is fabric fraying on the seat casing & inside back of the chaise portion, left facing, right facing seat casings as well as the left and right facing back casings of the armless loveseat portion, Left facing, right facing seat casings as well as the left and right facing back casings of the right facing loveseat portion. The technician also reported fraying on all 6 throw pillow. Based on the technicians report and the terms and conditions of the Plan the claim is not covered as fraying is not covered. We apologize for any inconvenience this may cause as we will not be able to take any further actions on your claim.
Sincerely,
Review from Enrique H
1 star01/22/2025
To Whom It May Concern,My wife and I purchased furniture (couches) from American Signature Furniture, and as part of our order, we added extra protection against stains through a warranty offered by Uniters North America, LLC. Unfortunately, the experience with Uniters has been deeply frustrating and disappointing. When we submitted a claim under the warranty, Uniters stated that their "professionals" assessed the images we provided and determined that our claim did not qualify. This is despite the fact that, according to the warranty terms, the claim did not need to meet a specific type of stain to qualify for coverage. Their response contradicts the warrantys provisions and feels misleading. Furthermore, the customer service we received was unprofessional and dismissive. When we reached out to discuss the matter, we were met with rude and unhelpful behavior. This lack of respect and accountability only adds to our frustration and leads us to believe that the warranty program is not being upheld in good faith. This situation is unacceptable and reflects poorly on both Uniters North America and American Signature Furniture for offering a service that does not live up to its promises. It is disappointing to see companies operate in such a manner, lacking integrity and leaving customers feeling scammed. We kindly request that this matter be resolved promptly. We are asking for the warranty to be honored in accordance with its terms or for a full refund of the protection plan cost. Thank you for your time and attention to this matter. Sincerely, ******* and ****** ******Uniters North America, LLC Response
01/27/2025
Dear Mr. ******************* you for contacting us and for the information you have provided. Our records show that the claim was filed November 2, 2024 for color transfer on the ottoman and the armless chair portion of the sectional. At the time of filing the claim, you indicated that the damages were noticed after the furniture was in transit. Based on the terms and conditions of the Plan and the information provided, the claim is not eligible for service due to damages that occur during transit are excluded from coverage. Additionally the Plan doesnt cover dye or color transfer. Please refer to the terms and conditions of your Plan for specific coverage and exclusions. As such we regret to inform you that we will be unable to take any further actions on your claim.
Sincerely,
Review from Alyssa G
1 star12/02/2024
I purchased a warranty from American Signature Furniture, serviced by Uniters Pure Promise, on 11/22/22. I paid a little over $5,500 for a leather sectional and $500 for the warranty. I was assured that the company would cover damages for 5 years. I filed a claim when I noticed the leather was becoming discolored in several areas. They sent a cleaning kit that did not rectify the problem. I submitted another claim using the same information and thought it was a continuation of the original claim. The claim was denied because they said the damage was reported after 60 days. What is the purpose of a 5-year warranty if common sense and discretion are not used when evaluating claims? This was a costly item, and there is no reason that it should not be covered. I inquired about getting a refund for the warranty when I submitted a dispute, and the company refused to give me the information. There is no way I would pay $500 for a warranty if I knew that it is worthless and damages are in fact not covered. I am highly disappointed with this company and want a refund. Hopefully this review saves someone from being scammed by this company.Uniters North America, LLC Response
12/05/2024
Dear Ms. ******************** you for the submitted review and for the information provided. Our records show that the original claim was filed January 12, 2024 for unknown stains on two portions of the sectional. A professional cleaning kit was sent to your home January 15, 2024. At the time of sending the kit an email was sent to you with instructions on how to use the kit. The email also requested that you contact us within 14 days of receiving the kit if the cleaning was unsuccessful otherwise the claim will be closed. Since we didnt receive any contact within that timeframe the claim was closed. A second claim was filed November 20, 2024 for discoloration on 3 portions of the sectional.Based on the terms and conditions of the Protection Plan purchased the claim is not eligible for service due to discoloration is not covered. We apologize for any inconvenience this may cause as we will be unable to take any further actions on your claims.
Sincerely,Review from Ye W
1 star11/24/2024
Here’s the updated paragraph with the additional detail about the lack of a service technician: On October 23, 2022, I submitted a claim under the Uniters NA extended warranty for damage sustained to my sofa during an accidental incident that occurred on October 22, 2022. The damage includes a broken and bent left leg, which is visibly detached and unable to support the sofa. The bending of the leg caused additional rips and tears in the upholstery on the underside of the sofa, as shown in the photo evidence submitted with my claim. According to the terms of the warranty plan, damages caused by accidents, including rips, tears, and breakages attributed to a single incident, are explicitly covered. However, my claim was denied without adequate explanation as to why the reported damages do not fall under the coverage provided by the plan. Additionally, Uniters NA did not send a service technician to inspect the damage or attempt repairs before denying the claim, despite the warranty terms stating that in-home service would be provided. Despite multiple requests for clarification, I received only generic responses, which did not address the specifics of my claim or the evidence provided. The lack of transparency, accountability, and adherence to the warranty terms from Uniters NA has left me without a resolution for damages that should be covered under the warranty plan.Uniters North America, LLC Response
12/04/2024
To whom it may concern,
Thank you for the review provided and for sharing your experience. Upon further review of the information in the review and the terms and conditions of your plan we regret to inform you that structural breakages and frame damages are not covered. The Protection Plan you purchased covers specific accidental damages listed under the coverage section of your plan. The coverage section of your plan specifically list the following occurrences:
All accidental stains attributed to a single occurrence (excluding accumulation defined as a gradual buildup of dirt, dust,body oils and perspiration)
Accidental rips, tears, *****, and punctures
Accidental scratch, *****, ****, or **** that penetrates the top coat of hard surface finish
Water or Beverage Marks or Rings
As stated in the terms and conditions of your plan anything not specifically listed in the COVERAGE section of this Service Plan is excluded. The claim files was for frame breakage which is not a covered occurence. As such we apologize for any inconvenience this may cause as we will be unable to take any further actions on your claim.
Sincerely,Review from Michele M
1 star11/12/2024
If I could give Uniters North America, LLC zero stars, I would. I had a technician come out to repair my couch, and he immediately told me he couldnt fix the issue and would request a replacement cushion. However, his report was a complete fabrication, claiming my couches looked old (they arent even two years old and are covered to keep them pristine) and were damaged by puppiesI dont even have dogs! Based on these false statements, Uniters denied my claim.When I appealed, they came up with a new excuse, saying the cushion was frayed, which conveniently isnt covered. It seems they will use any loophole to avoid fulfilling their warranty. This isnt wear and tear; its a defect in material quality from simply sitting on the couch. I regret trusting this company, as they clearly have no intention of honoring their warranty but have no problem taking your money. Do not waste your time or money on Uniters North Americatotal scam.Uniters North America, LLC Response
11/15/2024
Dear Mr ****************** you for contacting us and sharing your experience. We have reviewed the information you have provided. Our records show that your claim was filed for damages reported as seam separation on the sectional. A professional service technician was dispatched to inspect and repair the damages. The technician reported that there are multiple areas of pet damages on the sectional. The technician also reported that the damage is not seam separation or a defect to materials. The photos submitted by the service technician show dogs near the damaged items and dog accessories on and around the damaged items. We apologize for your experience. The claim was adjudicated based on the terms and conditions of your plan and the technicians report and documentation provided from his visit to your home.
Sincerely,Review from Laura G
1 star11/12/2024
Warning, do not purchase protection plan from Uniters North America, LLC. I purchased an expensive warranty plan when I purchased my couch specifically for accidental insurance since I have children. My two year old daughter accidentally marked the couch with a pen in a few spots. My claim was denied because they didnt want to spend money on replacing the fabric the tech even told me it would probably be denied because he was going to charge them a lot to repair the couch. United said this wasnt an accident clearly it was we didnt give my daughter a pen and say go draw on the couch. I asked to speak to a supervisor when I was on the phone with them and they told me no. They are very unprofessional and do not abide by their warranty policy. As you can see by the other reviews they are denying everyones claims. Again, do not purchase their expensive useless warranty plan.Uniters North America, LLC Response
11/14/2024
Dear Mr. ******************* you for contacting us and sharing your experience. Our records show that your claim was filed for *** stains all over the recliner portion of the sectional. A service technician was dispatched to your home to clean the stains. Upon inspecting the item, the service technician reported that there are stains on the seat of the wedge portion, two recliner portions, the console portion, and both arms and inside back. Based on the technicians report and the terms and conditions of the Plan, the claim is not eligible for service. The Protection Plan purchased covers all accidental stains from a single occurrence. The stains reported on the claim and inspected by the technician are not the result of a single occurrence. We apologize for any inconvenience this may cause as we will be unable to take any further actions on your claim.
Sincerely,
Review from Richard C
1 star11/04/2024
Warranty request for my Living Spaces swivel chair was denied due to accumulated stains and soiling even though I filed the request for a single incident of a spill that I had tried to clean, which the warranty SHOULD cover. Theyll just make any reason up to not have to fulfill the warranty that I paid hundreds for. Its a scam.Uniters North America, LLC Response
11/05/2024
Dear Mr. ******************* you for sharing your experience and for the information you have provided. Our records show that the claim referenced in your review was filed for juice stains on the swivel chair. A professional service technician was dispatched to your home to clean the stains. The technician reported that there is an accumulation of stains all over the seat casing, the armrests the inside and outside backs of the chair. The Protection Plan you purchased covers accidental stains from a single occurrence and excludes accumulation of stains.The claim is not eligible for service based on the technicians report and the terms and conditions of the Protection Plan due to the accumulation of ********* far as fulfilling our obligations under the plan, our records show that our *************************** approved a full replacement on a sofa under a previous claim you filed under another Protection Plan. The replacement authorization we have provided allowed the replacement of the sofa at no extra cost to you.
We take pride in providing Protection Plans that are of high value to our customers. Our *************************** adjudicates each and every claim received based on the terms and conditions of the Plan. We apologize for any inconvenience this may have caused you. The last claim submitted is not within the scope of the coverage of your Plan therefore we will be unable to take any further actions.
Sincerely,
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