Called and spoke with a lady name Dalia. Told her about my sofa which had a stain and the cushion from my armrest had fallen into the fabric of my sofa. She states for me to send photos and I would hear back within a 3-5 business days. I have not heard back within a month! I called again and spoke with answering service due to me calling during non business hours and left a message to have someone call me back. No one called back. I called again and spoke to a guy name Kyle he says that my claim almost fell through the cracks if I didn't check on it sooner! Says I should hear something within 2-3 business days. This place is just horrible. 2/13/19.