Ashley Furniture Complaint - Ashley Furniture Quality and Warranty
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 love seat 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 (Theresa )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 (ruby) 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 (Alicia) 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 Alicia, 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 love seat 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 then the receptionist. I then talked to the manager (nick) I explained the whole deal with him. I angrily asked if he thought $2000 furniture should last more then 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 love seat, 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 barley 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 . .were not gonna do anything, there reason is the damage has to be reported within 5 days of happening??? I then received a call from another person from Ashley furniture (Karen). 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 ridicules 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 every one know how these to company's 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 then a few years . .you better stay clear of Ashley's thanks Greg 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 warranty's