Ashley Home Furniture - Buyer Beware!!!!!
Furniture And Warranty Service On Furniture - Complaint
SALEM, NEW HAMPSHIRE -- I bought a loveseat in 2011, from Ashley Home Furniture and purchased the warranty. The loveseat frame fell apart with one side completely sunk in with a big hole. I'm assuming it is the frame. I called Ashley Furniture who passes me onto Montage Furniture services, the warranty company. I called Montage and then have to register a claim. I have to give them a lot of information and then they want a faxed copy of my receipt. I was silly enough to think this is something Ashley Furniture provides them after a purchase. I have to find the receipt and fax it in, then wait 2 weeks for the them to enter it into their system. They finally sent me a 4 page information packet to fill out and send back only by mail. They get that back, 2 more weeks and send me an e-mail to contact them. They finally set up an appointment a month later. My husband stays out of work to be there, a 9-12 appt. Time, very inconvenient. It is then the appointment time and no one shows up. I called and they said they cancelled the appointment because I didn't confirm the day before. I left my home and cell and they never called my cell. I tried to call them back but the phone just rang.
I called exremely upset and they said they can give me the technician's number and see if he is still in my area. I said no that's your job. She finally said ok. I received a call from a very rude technician and he said he would not come back today. I told him my husband took the day off and that didn't matter to the technician, he could have cared less. He said he may be able to come the next day. I hung up and called ashley thinking they would do something about the people they subcontract with. Absolutely not, the service manager said it wasn't his issue and I have to deal with montage furniture and they would just laugh if he called.
So Ashley Furniture takes your money at the time of the sale, subcontracts to these people and then walks away. I asked if it mattered that they sold me a piece of junk. Response was I need to call montage furniture. Since I have had this experience I have talked to several people who have had a bad experience with ashley furniture. They make it so hard to get the junk they sell fixed people must just give up. Buyer beware!!!!