Ashley Furniture Complaint

Ashley Furniture Complaint


Lack of customer service for Ashley Furniture purchases - Ashley Santa Fe recliners

We purchased Ashley furniture specifically because it is American made, or at least more so than other furniture out there. We paid over 1400.00 for 2 recliners, and we also purchased the service protection plan offered through the store. After less than 3 years, material effects appeared, which ruined the chairs' appearance. When we called to make a claim on the policy, we were asked to submit photos and we then told that the damage was considered normal wear and not covered. The "customer service" representative was incredibly rude initially, and refused to return follow up calls and texts; a local representative finally contacted us with the same "that wear is not covered under the policy" excuse, but finally agreed to mediate with the contracted company. She did notify us that the claim should not be but would be covered. We heard nothing for weeks until replacement fabric pieces were dropped shipped to us. It took 3 additional phone requests regarding installation before someone was scheduled to install them. When he arrived, he was very abrasive, grousing about what should have been sent but wasn't and again informed me that this claim should not have been honored, saying "Geico doesn't repaint your car when it fades or when your dash fades. It only pays a claim when there is actual damage involved." I replied that I had no idea what Geico's policy was, but service policies are written to cover what this company readily admits is a manufacturer defect. This work also voids the policy. If we want additional coverage, we will have to purchase a new policy. Though I really like the furniture, I will never purchase from them again, American made or not.

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