Reviews

Review Details

• Review fromChad K

  Date: 04/07/2024

  1 star
  On Feb 27,2024 I placed an order with My pillow for a MyPillow 2.0 (Encl 1). Originally supposed to be delivered early March it was delayed in transit and was eventually delivered on March 9th at 6:09pm according to the ***** tracking (encl 2). When I attempted to retrieve the package at 6:22pm it was missing. I took note of the time because we received a food delivery at that time.I contacted My Pillow on Sunday March 10th and was told to contact the company Extend for the package protection service that was purchased with the pillow. I contacted Extend also on March 10th and was told there system was down and the claim would be entered Monday. I received and email on Monday March 11th stating that the claim was entered but that the package may still show up and to wait 3 days and if the package still did not arrive to use the automated system to initiate the claim again. I attempted to file the claim again. When I attempted to use the automated system to initiate the claim it stated that the contract was terminated due to the length of time that had elapsed. I called to ***** number and spoke to ****** in the customer support center and started the claim but was told that she could not help me and she needed to speak with a supervisor and that they would get back to me in 24 to 48 hours (encl 3). Being that this was Friday I waited until Wednesday March 20th and still had not received a response, so I contacted them again through email (encl 4). I received a response on March 21st stating that they are still investigating and will need more time. This is the last communication I have received from them.I believe they are engaging in fraudulent and deceptive business practices by selling a product and when it comes time to honor the contract they delay and deny the claim.
  

  Extend

  Date: 04/25/2024

  Thank you for bringing your concern to our attention regarding your claim experience with Extend. We sincerely apologize for any inconvenience or frustration this issue may have caused.Upon investigation, your claim was denied as our system reflects a delivery date outside of your coverage period. We have attempted to contact you to assist and have sent you an email that hopefully has assisted in resolving this for you.We appreciate your understanding and value your business.

• Review fromKatelyn Z

  Date: 02/28/2024

  1 star
  Honestly I'm upset. We purchased the accidental coverage for our bed and had an accident on the bed from one of our kids but our claim is being denied because they're considering it body oils staining the bed. At this **** point we're tossing the bed that we haven't even had for 2 years because they don't want to provide any coverage. It also tells me to stay highly away from this company for any Coverages because they'll always turn around and say something different. I can't stand a company that sits here and plays a bait and switch with the Coverages they provide. Especially after I spent $1400 on a **** bed.
  

  Extend

  Date: 03/09/2024

  Thank you for taking the time to voice your concerns regarding the denial of your claim. We understand that this situation may be frustrating, and we are committed to ensuring the right decisions have been made by Extend.After thoroughly reviewing your claim we stand by our decision to deny the claim in accordance with your policy agreement due to the build up of stains. The pictures provided to Extend clearly show multiple stains that had accumulated over time.Per the Terms and Conditions regarding what is not covered: Section 7.9. : Stains, damage, or Failures caused by normal or ordinary wear-and-tear, the buildup of stains, soil, and/or damage or Failures that accumulate gradually over time from repeated use, rather than from a particular occurrence. This includes, but is not limited to, stains from perspiration, hair oil, or body oil. We understand that claim denials can be disappointing, however, it's important to note that our decision was made based on a careful assessment of the circumstances surrounding your claim and adherence to our established guidelines.We appreciate the opportunity to address your concerns.Extend *************

• Review fromTherese V

  Date: 12/28/2023

  1 star
  Tried to file a claim but my plan wasnt registered. Tried to register, but they couldn't find my phone or email. I'm getting batted back and forth from ****** to Extend. No one can give me a direct answer. The plan almost as expensive as sofa! I'm going to try to cancel this plan.

• Review fromMike B

  Date: 10/18/2023

  1 star
  Purchased insurance for my daughters batting gloves. Filed a claim only a couple months after we bought them and it was denied. AI customer service is no help. Phone customer service is terrible
  

  Extend

  Date: 10/31/2023

  Extend contacted ************************ and reviewed our terms of service and provided an explanation of the claim decision. After reviewing coverage, Extend and ************************ were able to agree on a path forward and a satisfactory outcome for both parties. Extend appreciates ************************ as a loyal customer.

• Review fromDonerly E

  Date: 08/16/2023

  1 star
  This company is sneaky. I bought an item from Jomashop and checked out through paypal. It went through the final page and automatically added shipping protection to the balance. It's checked by default and very small on the checkout page to make it easy to miss. Intentional dark design and very dishonest by both Jomashop and Extend.
  

  Extend

  Date: 09/08/2023

  Extend contacted *********************** and explained that customers always have the option to decline coverage and remove it from their purchase order.  In addition to the explanation of process, Extend was able to resolve the customer's concerns and offer resolution which pleased ************************ 

• Review fromKelly H.

  Date: 12/23/2022

  1 star
  Do NOT purchase! **** ****** recommends you purchase this protection plan for their jewelry. All they'll do is give you a **** gift card for the amount you paid for the item. Your jewelry won't be repaired. I bought a defective ring from **** ******* they wouldn't honor their 1 yr warranty and told me to file a claim with Extend. After I filed the claim, **** ****** backtracked and said they'd give me a refund if I canceled the claim. Extend is refusing to cancel it. I'm stuck with a ring missing a diamond and the jeweler wants more to fix it than what Extend gave me on the **** card.