We purchased a sofa set in July of 2010 knowing that we were only going to be in Mesa, AZ for 1 year so we specifically asked if the extended 5-year warranty was transferable anywhere and purchased it when we were assured that it was. The couches were beautiful, we moved to Cincinnati, OH as planned and have been here for 3 years.
About a month ago I started seeing some light scuffing but nothing I was concerned about and then about a week ago the couch started peeling, and I mean huge flakes coming off on the seams of the seat cushions where the cushions rub together when you sit and stand back up, the seams of the back cushions, the folds where the back cushions push into the seat cushions, the arm rest and all that is underneath is foam - FOAM (yellow to boot)!
I called Ashley Furniture here in Cincinnati and the representative was very nice but informed me that he couldn't do anything and maybe call Mesa to see if there was anything they could do like release their records to them so they could further assist me.
So I called Mesa and the representative there said that the peeling was normal wear and tear and wasn't covered. I told her that was ridiculous as I have a couch falling apart and the salesman told me the warranty covered anything that diminished from the finished look of the couch. She said it didn't matter anyway as we had moved out of the warranty coverage area and had voided the warranty. I told her that didn't make sense and the salesman had told us that it would travel with us anywhere in the U.S. Her response was that it wasn't her fault we moved. Nice.
I asked her what we could do and her response was nothing. We are planning on going out to visit this summer so I asked if we brought them back with us if they would look at them (I know what you are thinking, that sounds crazy. I knew it sounded crazy at the time and the logistics didn't add up. We weren't going to do it but I am making a point here, stay with me) her response was that I would be outside of the reporting time for a problem and it didn't matter because by moving initially I had voided the warranty. Basically it doesn't matter what the situation was, they weren't going to do a blasted thing about it.
I looked online and it said that if you or your retailer moved to call a number in WI so I did that and spoke with a woman who said that she couldn't help me as they didn't cover extended warranties and to try calling Guardian. So I asked if she had the number, you guessed it, she didn't. So I got grumpy said I would never buy Ashley again, both times had been a headache and the company was incompetent and she transfers me to consumer affairs.
I explain to ** at Consumer Affairs that I am frustrated and the situation and he says that they are a factory and they can't do anything. I asked him why the website gave me the number to a factory under the "moved" option and he said they only handle the basic warranties. I told him that the website needed work and the company he worked for was inept and his response was "Thank you."
I get that this isn't really their problem but I am so frustrated with sleazy salesmen who will say anything they have to and don't care about the consequences for those they are taking advantage of and the greater company who doesn't care either. I am never buying Ashley Furniture again and will warn anyone I can from the same. Maybe next time I will get taken advantage of by a company whose furniture will last longer than four years.
NEW ROPCHELLE, CONNECTICUT -- Cheap product, cheaply made. Never ever buy Ashley furniture no matter how good the product may look or the deal may sound. I thought I was dealing with a genuine furniture company only to realize I was not. While passing by an Ashley store in New Rochelle we thought of doing some window shopping and ended up buying two sofas though we already had a beautiful leather sofa set. The salesperson one Mr. ** who was an excellent person very professional and helpful, who closed the deal - he even sold us on the extra 5 year warranty making a special mention that ASHLEY FURNITURE STANDS BEHIND ALL ITS PRODUCT.
As we did not need the sofas right away we stored them in our basement for nearly five to six months. When we were getting guests visiting from India we brought the sofas to the living room. To cut the story short the sofas were nothing but a cheap product. Every time one sat on it the lumber of the frame would start creaking and the seats would come out of its place, this would happen even if my three year old grandchild sat on it.
The creaking was bearable but the shifting of the seats was a pain. Every time anyone sat on it the seats would move out of its place - a sheer embarrassment in front of guests. One of them even commented “this is what happens when you buy cheap stuff from cheap outfits, GO OUT AND BUY SOME REAL FURNITURE”.
I called up and complained at the store. Mr. ** being a professional, he apologized for the inconvenience and told me to call the warranty number. When I called them I was told the complaint of mine is not covered as that sounds like a manufacturing defect and that I should call the company customer service or the store.
Since I had tried the latter I called the Customer service and after many back and forth questioning with different individuals on several occasions, I was told to take Velcro and stick it on the seat and the frame, which sounded ridiculous to me after having purchased the sofas and being told that the company stands behind its product, is this what they really meant USING VELCRO?
When I insisted for a solution to this problem I was told by one of the CS ladies they have had several similar complaints. When I told her to send me an e-mail to referring to what she had just told me she said she would but that e-mail never came. I called up Mr. ** again and he sounded genuinely concerned but I do not think the salespeople have any leverage at the store level.
I had given up on the whole sofa issue as a foolish decision where I was stupid to buy without doing my homework, when one of my guests who visited my house recently and who experienced the problem first suggested that I should put the issue in the store reviews so that other people do not fall into the same trap I did.
Remember I started my complaints within the first six seven months of my purchase and now have been living with it for 2 years. I even invited Mr. ** to visit my house and see the problem first hand but that did not happen (maybe company policy). But in short stay away from Ashley furniture. The furniture stinks, their customer support stinks (not at all professional - very rude – talking down at you attitude). The only silver lining are the salespeople but that I think goes with the territory. ASHLEY STORE, I AM SORRY I VISITED YOU.
WICHITA, KANSAS -- We purchased the Durablend Sofa and love seat 4 years ago, and they were very comfortable. We were told that they would hold up to wear and tear and pets, better than real leather furniture. Our sofa is now peeling like a orange. The faux leather is sticking to people when they sit on them. Under is a tan fabric. I would not buy this furniture again. Nor would I tell people its a great investment. I am going to contact them tomorrow and see what sort of warranty we have.... From reading other reviews it may look like we are out of luck.
SAN MARCOS, CALIFORNIA -- We have been in the market for a new leather couch for a while. We had been at a furniture store in the San Marcos area called Living Spaces. We unfortunately had no luck finding a couch that worked with our layout. On our way back to La Mesa, we noticed an Ashley Furniture Store off the freeway. We decided to stop in. We met with a salesman named Ulysses.
We looked at several couches. One in particular caught our eye. It was a modular sectional sold as individual pieces. The showroom configuration was far too large to fit in our living room. Ulysses recommended customizing the pieces to fit our needs. Sounded great. I noted that we had 2 end tables that needed to fit as well. We also noted that we couldn't go too much larger than our existing couch. I didn't have the room measurements with me. I told the salesman we needed to wait until we measured to confirm that the couch would fit properly in the room.
He stated that we could order the couch and if for any reason we didn't like it, Ashley would pick it up at no charge for a full refund. I asked him to confirm that there would be no cost charged if the couch didn't fit in the room. He confirmed there was no charge as long as we contacted Ashley Furniture within 72 hours. We decided to purchase the couch since we could return it for a full refund if it didn't work for us.
A couple weeks later, the couch arrives. The delivery guys set it up in about 2 minutes and left. The end tables no longer fit in the room and the couch extended across the entire room. We tried moving pieces in a different configuration but the center section had unfinished sides. So the couch really wasn't so modular. We called Ashley right away to schedule a pick up explaining that it didn't fit in our room. Customer service told us there would be a $39.99 charge to pick up the couch. The initial delivery charge was $89.00.
We received a complete runaround between the store and customer service. We were told that we could not receive a refund unless we drove back to the store in which we purchased the couch and the pickup charge of $39.99 would need to be paid. The initial delivery charge of $89.99 was also non refundable. If they tell you you will get a full refund, it's a lie. Don't fall for it. Suggest Costco online. Costco takes anything back for a full refund.
SYRACUSE, NEW YORK -- We purchased a living room set from Ashley furniture a few years ago. When we purchased it ($1800), we were talked into buying a extended warranty for 5 years. Around Christmas time the couch and loveseat has started to peel apart? We called Ashley and they said for us to call the warranty company guardian.
When my wife called, the claims representative (**) said we only had a 1 year warranty. My wife tried to explain that it was a 5 year warranty. The claims representative said it only covers the leather for 1 year, and asked us to close the claim??? Then I called back, I reached another claims representative (**). I read the warranty out loud to her, she said "I don't know why the other representative would say its only 1 year?. It is 5 years," she said. She said her supervisor (**) would get back to us. I asked "why would we have to talk to a supervisor?" She said "she will be in touch shortly."
After a few days I called to speak with *, they said she would get back to us. I then emailed her, and then called again the next day. She answered the phone and immediately tried to come up with many reasons to void the warranty. She asked if we used the treatment that Ashley made us buy, I said "yes we have." I told her the furniture is flawless except the front seam on the loveseat and couch. She then said "this sounds like it started a while ago."
I then asked her lets stop the game playing… "You are not going to do anything are you??" In which she SURPRISINGLY said "no, we are not!" I said angrily "what a scam this is, you don't even care anything about this do you." Which she replied again "NO, WE DON'T CARE." I said "I'm not done with this!" She then said very loudly "I… DON'T… CARE!" And with that she ended the call. I'm 42 and can't recall ever being that mad at someone.
I immediately called Ashley back and demanded to speak with someone other than the receptionist. I then talked to the manager (**). I explained the whole deal with him. I angrily asked if he thought $2000 furniture should last more than 4 years. He said he agrees that this is not right and that we did purchase a 5 yr warranty and nobody should be talked to like that. He said he will give this to his boss.
Before we hung up I said I was sorry if I was a little heated, but I said "I just want you to know… I will not just go away on this. This furniture was treated great and you can tell by looking at it." I then said "we have had friends and family over, and ALL of them are in shock when they see the couch and loveseat, and hear that nobody is doing anything." I told him my wife's friends, family and clients keep telling her to call the news and the attorney general. He said "don't do that till we get back to you."
A few days later (4) I called him back and he barely remembered me. He then said his boss had not gotten back to him. I filed a complaint with the Better Business Bureau against the warranty company guardian. I keep getting the same reply… "we're not going to do anything." Their reason is the damage has to be reported within 5 days of happening???
I then received a call from another person from Ashley furniture (**). She said she was a business manager, she said they are trying to get in touch with the warranty company. I told her the same thing. I said "this will not stand and this is ridiculous that my wife has to sit and cry about the furniture that we purchased will have to be replaced after 4 years! And that we were talked into purchasing a bogus 5 yr warranty." She said "I agree and we will sort this out."
I told her again "I will not give up on this. I will let everyone know how these two companies operate." She said "lets not do that." I said to her … "I can't understand how nobody even wants to LOOK at the furniture to see what is wrong???" They just don't care. If you need your furniture to last more than a few years… you better stay clear of Ashley's. Thanks ** from Syracuse.
I have since been contacted by Ashley, and was told that they will resolve this problem, and I have to give them more time. I will change this if it is resolved, but I still feel people should know not to buy the extended warranty from Guardian… As a matter of fact I would not deal with any of Guardian protection warranties.
LOUISVILLE, KENTUCKY -- I purchased a couch and recliner almost 2 months ago and left excited about new furniture. We were given a delivery date only to have Ashley Furniture call the day of to tell me that the furniture was on back order. The new delivery date would be another 3 weeks. My thoughts, no sweat, things happen. On the new delivery date they didn't even bother to call. My wife stayed home all day and once the time was close, she called to find out the furniture was still on back order.
After being given the runaround, she was able to speak with the highest ranking customer service representative (I use this term loosely) and he offered us $130 in store credit and told us that the new delivery date "should be" July 11th, but fell short of guaranteeing.
Customer service was rude and condescending and not once took any ownership of doing anything wrong. An "I'm sorry" goes a long way and I have yet to receive that. Additionally, they initially tried telling me they could not refund money back to my card that I put down as a deposit and would just apply anything to my existing credit. Only one that benefits it them. So now instead of being able to cancel my order over the phone, I have to actually go to the store to cancel the order. They were unwilling to fix the problem and unwilling to apply and adequate credit to my purchase.
BEL AIR, MARYLAND -- February 16, 2012 I purchased a Durablend Black Reclining Sofa "**" and Also purchased The Durablend Black Reclining Loveseat w/ console "**", and Purchased the 5-year Extended Warranty "**". The seating surfaces on the couch are peeling off life like a person who had bad sunburn. The recliner is broke and had gouged my wood flooring badly. I called to file a claim "**" and was informed these issues are not covered. I really loved the looks of the set and when told about the extended warranty I could get which would cover anything that could go wrong with it in the next five years I was sold!
Now I'm having these problems I told "oh well the warranty doesn't cover "DuraBlend". It also doesn't cover the reclining mechanism." If it doesn't cover the Durablend why was I sold the warranty? I was told this warranty covered everything. Now I'm stuck with a Horrible looking piece of furniture, that's broke and has ruined my wood floor. BUYERS BEWARE!!!!
I purchased a leather sofa along with the warranty. A few months before the warranty ran out the seat cushions started to peel and flake off in big pieces. We took one of the cushions into the Joplin, MO store from where we had purchased the sofa. They gave us contact info for the warranty dept. We were told that we would have to have the serial # for the sofa and were told where to find it on the sofa; however, there was not a serial # there.
We have been denied the claim even though we still have the receipt. When we asked about just paying for new cushions we were told that there are no replacement parts for sofas. I'm really disappointed in Ashley and will not buy from there again.