ASHLEY FURNITURE

Terribly. Customer service after the sale is non existent. Once the sale is over...forget about getting help or having them honor the warranty or extended warranty. I purchased a 4-piece sectional from Ashley Furniture Homestore (2331 Highway K, O'Fallon, Missouri 63368) in January 2016. Less than 1 year from the purchase date, 5 of the 6 seat cushions have pilled and stretched, causing large wrinkles in the seats. I contacted the business who stated the issue would be covered under the $199 extended warranty plan I purchased at the store. I contacted the warranty company who stated I didn't have an extended warranty. It wasn't until I emailed them a copy of my warranty that they acknowledged they messed up and I did indeed have one; however, stated the issue was a manufacturer defect and they would not cover the damages. They referred me back to the store. I contacted the manager at the store (Kelly Ramirez) who stated she would review the issue and get back to me. Here is the kicker... I have a family member who purchased the exact same sectional and had the exact same issue. My family member contacted the store and received all new cushions. When I contacted the store manager she said she saw that my family member had the same issue and received new cushions and was confused as to why I wasn't offered new cushions as well. She agreed to contact the powers that be and present them with the photos of my damaged sectional cushions, and the case study from my family member who had their cushions replaced. 1 month later, after 8 unreturned phone calls and 4 unanswered emails to the manager I contacted the 800 number for Ashley Furniture Homestore and spoke to an agent who once again stated the issues are normal wear and tear and they would not fix the cushions, nor would my extended warranty cover them. I asked to speak to a manager. He was extremely rude. He told me his agents had already reviewed my case and determined it would not be fixed. I asked him to review my case and offered to email him my photos (which show obvious product defects); however, he said he did not need to see them. He refused to provide me with a list of items that would be covered under the warranty. When I asked to speak to his manager he told me his managers name was Mark ******; however, I would not be allowed to speak to him. I asked him for an email for Mark ****** and he said that I was not allowed to speak or contact him under any circumstances. On March 13th,2017 (nearly a month and a half of trying to get anyone to assist me) I called the store and finally got an assistant manager at the store to communicate with me via email (Derek *****). He was very helpful. He stated he would forward my emails to Kelly ******* and Mark ****** and have someone reach out to me that day. That never happened. On March 15th, 2017, I emailed Derek again to say no one had contacted me. He apologized and said he would contact them that day and have them call me. That never happened. I am left with a business who sold me merchandise that has obvious manufacturer defects. An extended warranty that won't cover the damages. A store manager who refuses to call or respond to my texts, an example identical in nature wherein Ashley Furniture Homestore replaced the cushions and a customer service hotline that refuses to even review the case or allow me to speak to a manager. Essentially, I have been road blocked with no other option but to file a complaint and begin litigation if necessary. The issue should be very easy to resolve. The cushions appear to have zippered covers. It can't cost that much for the manufacturer to send new cushion covers.

It took a few days before we were notified for a time on the service call. They had to send us a letter to contact them because there was not a phone number in their system it had been replaced with all zeros. But once a service call was set-up they arrived on time and told me exactly what needed to be done and since I was pressed for time he took the ottoman and said that he would need to take it apart and stretch the material and would give us a call when to set-up another time to bring it back. My overall experience was good.