My experience in the store when I was buying was very nice. I bought a $3,000 sectional sofa and purchased the fabric protection plan (quite expansive) since I was buying a white sofa.

It turns out that the circle furniture department that take care of your fabric protection plan are the nastiest con artists I have ever met in my life! I called them after I made a stain on my couch while moving it between 2 rooms, and they refused to come and clean it. The lady on the phone was as mean as it gets, twisting my words, leading responses, and very simply decided that my case was corresponding to a move (between apartments) so I would not be protected! I pleaded for 20 min that I was moving between rooms of my apartment, not somewhere else when it happened, but they refused to even listened to me.
I asked to talk to a manager, who took 2 weeks to call me back, and refuse to do anything about it. Absolutely the worst customer service ever.

In the end, I spent a good $500 for a protection plan that never protected me!

The products are nice (although overpriced), but be aware that if you need anything after your purchase, the customer service is the absolute worst. Do not buy the protection plan, it's a waste of money since they'll twist everything they can to not apply it.