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Ashley Furniture - Customer No Service
Warranty
Review by elroyalan522002 on 2012-12-16
Rating: 
AUSTIN, TEXAS -- Nov 29 - Couch frame broke.
Nov 30 - Called store customer service. She asked me to email pictures to show her technician to see if covered by factory warranty. Said it would take a couple of days. Sent pictures.
Dec 3 - Received call saying not covered by factory warranty. Gave me number for Montage.
Called Montage to make a claim. They have no record of purchase. Told to call store back and get Plan #. Called store, talked to Michael. Explained I needed Montage Plan # for purchase. purchase Said they did not have access. He emailed me a copy of my history. Called Montage back. Gave person my account info. Was told none of this info was valid to file claim.
Called store back. Michael again. Told him what Montage said. Michael said he had no other information. He transferred me to another person in the Store. Had to tell whole story again. Said she would personally call Montage to get things rolling. She called back saying it would take 5-7 days to set up Plan # and “research”.
Dec 16 - No call since.
Nov 30 - Called store customer service. She asked me to email pictures to show her technician to see if covered by factory warranty. Said it would take a couple of days. Sent pictures.
Dec 3 - Received call saying not covered by factory warranty. Gave me number for Montage.
Called Montage to make a claim. They have no record of purchase. Told to call store back and get Plan #. Called store, talked to Michael. Explained I needed Montage Plan # for purchase. purchase Said they did not have access. He emailed me a copy of my history. Called Montage back. Gave person my account info. Was told none of this info was valid to file claim.
Called store back. Michael again. Told him what Montage said. Michael said he had no other information. He transferred me to another person in the Store. Had to tell whole story again. Said she would personally call Montage to get things rolling. She called back saying it would take 5-7 days to set up Plan # and “research”.
Dec 16 - No call since.
Comments:
Posted by trmn8r on 2012-12-17:
Ah yes, another dissatisfied Ashley customer. I'm sorry this happened to you - Ashley is one of the worst furniture sales companies out there.
Posted by At Your Service on 2012-12-17:
I'd agree that Ashley has less than acceptable ratings. With that said, I found this review a little more difficult to follow. It seems that there was some question as to whether the damage was under warranty. One should always remember that just because a product is within a warranty period, it does not mean the damage is covered under warranty.
Posted by Alain on 2012-12-17:
I'm trying to think of a reason to shop at Ashley...Nope, I can't think of one.
Posted by Soaring Consumer on 2013-01-03:
The only reason I can think of a frame breaking would be faulty workmanship which should be a warranty repair. Any updates for your situation?
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