![]() ![]() Who, by the way, told me at his visit that it was not a customer usage/wear issue. I finally was able to get ahold of Ashley after numerous attempts, hours on hold and multiple dropped calls, at which time I was informed that they would not be covering the couch either because it was a customer usage problem according to the tech. I contacted the extended warranty company and they stated the one year in store warranty was not up yet so they would not be covering it. Technician came and looked at the couch and told me to contact my extended warranty company to order the parts. The claim is for a spring that broke on the underside of the couch to be replaced. ![]() A little less than one year later,, we filed a claim. we bought a couch from Ashley Furniture in *********. Can you please help! I’m attaching the last correspondence they sent me. I’ve spent my days off of work trying to resolve without success. I don’t have time to sit on the phone for hours just to be disconnected. Customer service is only open Monday - Friday during normal business hours and I work. I have tried to escalate to a supervisor without success. Several times I called and worked with someone for over an hour, then they hang up on me and when I call back, they don’t start where we left off, they make me start all over. I can’t get resolution from them because they won’t call back. I’m happy to return the entire set to them. I don’t want a mixed bedroom set (get different dressers that don’t match the rest of the set. I get through, stay on line for over an hour, they always say they will have someone call me in 72 hours and never do. I have tried multiple times to call and resolve. When I called, they said the furniture was discontinued. The last letter I received was on Jit would be available in July. I waited and was receiving updates on the new order, then received correspondence the order was delayed (via text and mail). Ashley ordered me two replacement dressers but said they wouldn’t be available until about April 2022. They told me to accept the order, the documented on their end with the delivery driver and said they would send a furniture repairer to the house. Upon arrival, both dressers were damaged. I ordered online in July 2021 and the orders were taking a few months and the furniture was delivered in November 2021. I purchased a bedroom set from Ashley Furniture - sales order numbers provided (**********************). I either want my warranty money refunded or new cushions for my sofa and loveseat.Īll the furniture businesses going out of business, and they wonder why? This is why!! I only paid for this warranty for this specific reason. I called the store, and ally, the rep I spoke with, said they are absolutely covered. I called to get the cushions replaced as they are completely flat (just terribly cheap materials were used in production) and was told they are not covered. There’s barely wear, it’s only my husband and myself, no children, etc. Covers everything, and I specifically asked about the cushion cores breaking down 4 different times, and was given assurance that they were indeed covered.Ģ years have passed and the furniture looks horrid. It picks up after the manufacturer warranty expires. ![]() I have worked in the high end furniture industry for 35 years, and I asked all the correct questions pertaining to the warranty. When purchased, I was asked if I wanted to purchase the 5 year extended warranty. Purchased living room suite at a $5000 price point from Ashley furniture in hickory, nc. False promises! Local stores are unwilling to assist because it was not bought at their store even though they are corporate owned! Numerous calls to Ashley customer service numbers are met with no help and constant transferring to various call centers in ***************! Useless! The couch should not breakdown within 2 years in a household of 1 with only normal daily usage!!!! This is LUDICROUS! Cheap furniture that's breaking down due to no fault of my own and they won't back their craftsmanship. When I mentioned that I now live in ****** they stated that because I was out of state they would not honor their promise to send someone out. I called the store it was purchased from in ********** on 2/2/23 and they agreed to send a technician out as a courtesy to either fix or replace the couch. The peeling has gotten worse and now there are several other areas of the cushion that peeling has taken place. This year the material started to peel at the seams and when I called to file a claim it was denied because peeling is a manufacturers defect and I had missed that warranty deadline by 6 months. The sales manager explained that purchasing the extended warranty would be a wise decision as it would protect all tears, defects, mechanical issues, etc. I bought 2 reclining couches in 2021 from an Ashley store. ![]()
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