CB Furniture Stores Ashley HomeStore Complaints #2-21

Ashley HomeStore review: Second repair on my love seat with 14 months of owning it.

Jim Weisenbacher of US

Nov 02, 2026 2:35 pm UTC

Verified customer

Featured review

Subject: Request for Full Virtual Credit (Set Replacement) – Customer I.D. # weisjimxa5hu 4-4-2025 Sales order # 140108890

To whom it may concern:

I am writing to formally request a virtual credit/store credit for both the loveseat and matching couch under purchase order #[Order Number], purchased on April 4, 2025.

This original purchase was already a replacement for a previous set returned due to defective materials. Unfortunately, the current set has suffered from severe, recurring structural defect issues:

April 4, 2026: A technician inspected the set after the right-side frame broke. The technician noted that the frame relies on staples rather than proper structural joinery, making it prone to failure. He applied a temporary screw repair.

October 2026: Just 6 months later, the exact same frame failure occurred.

October 28, 2026: Service approved a repair request.

Current Status: After following up today, customer support confirmed that the item is deemed non-repairable, and a virtual credit is being processed.

My Request:
While I appreciate the approval of a virtual credit for the unrepairable piece, I am requesting that the virtual credit be expanded to cover both the couch and the matching loveseat for the following reasons:

Matched Set / Pair Integrity: I purchased the couch and loveseat together as a matching living room set. Replacing or reordering only the unrepairable piece with the exact same model will result in the exact same frame failure over time due to the underlying design (stapled composite/small wood strips).

Pattern of Failure: Requiring two separate repair interventions within 18 months—on top of a previously returned defective set—points to a core manufacturing and structural design defect rather than isolated wear.

Preventing Future Disruption: Re-purchasing the same model leaves us at risk of being stuck with broken, unmatching furniture once the warranty period expires.

Given the history of non-repairability and systemic material defects, I am requesting a return/credit for the entire set so we can select a different, reliable collection.

Thank you for your prompt assistance in resolving this matter. I look forward to your written response confirming the full set credit.

Desired outcome: Replace the set with store credit.

Confidential Information Hidden: This section contains confidential information visible to verified Ashley HomeStore representatives only. If you are affiliated with Ashley HomeStore, please claim your business to access these details.

Ashley HomeStore - Second repair on my love seat with 14 months of owning it. - Photo 1

Ashley HomeStore - Second repair on my love seat with 14 months of owning it. - Photo 2

Ashley HomeStore - Second repair on my love seat with 14 months of owning it. - Photo 3

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