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CB Furniture Stores Ashley HomeStore Complaints #62-81
Ashley HomeStore

Ashley HomeStore review: Warranty service

D
Author of the review
6:09 pm UTC
Verified customer This complaint was posted by a verified customer. Learn more

I purchased a living room set in June of 2019. At the time, I told the sales associate I didn't want the warranty, so she got up and had one of the supervisors come over to try to sell it to me. After saying no to him, another came over and all three people (associate and two sales managers) were tag teaming to get me to purchase the warranty. I was told if I had kids and/or animals that caused ANY damage, the warranty would cover it. "You would be crazy not to get it, its one of the best warranties out there and we have it in writing", which the sales manager showed me their pamphlet that did say damage from children/animals including urine stains/ tears, etc. would be covered. So I gave in and paid $499.99 for a 5 year warranty.

A little over a year later, I noticed the cushion on my chaise was damaged, so I submitted a claim, asking if they can just replace the cover as it tore along the zippered area- Diamond Care Plus (the warranty company) said that damage wasn't covered and then I discovered the cushion itself was choppy and shredded which gave the chaise a sunken appearance. Then I had an animal who was old urinate on my recliner while I was out of town, so it sat there fully absorbed into the non-removable cushion for days. Till this day, I still can't get the odor nor the brownish stain removed. I submitted a claim, confident that I wouldn't have issues after the experience with the sales managers. The warranty company asked for photos, and immediately responded saying they couldn't see any stains, and odors weren't covered. I went to the store and spoke to Jose, the sales manager, on that day. He immediately jumped on the phone after him and two sales associates all said that should have been covered and that he would get my warranty honored. He said he would get back to me. Well, weeks went by and I didn't hear anything. Found out, he only works a few hours a week, and didn't bother to ask if another sales manager can followup. Eventually after calling multiple times and leaving multiple messages, he called me back and said that the warranty company stated they will contact me to resolve the issue. I never received any call, and when I followed up myself with the company, I was told they were still not covering it. So now I have a damaged recliner ($399.99) and chaise ($499.99), plus the cost of the $499.99 warranty, totaling $1399.97 and no resolution. I am about to file a lawsuit as this is clearly false advertising, and in my book fraud as it was shown to me IN WRITING! I also have a coffee table that will not stay open (it is the kind that the top cover opens and acts as a adjustable table), due to the screws giving out, but I didn't bother submitting that, being I would be denied anyways. After researching Ashely Furniture's warranty company, I was blown away seeing how many people are looking to all join a class action lawsuit for the same issues!

Sales order # [protected]

Desired outcome: I expect to get the results that I was promised when I made the purchase- I would get credited my purchase price. So I expect to be credited for both the Recliner and the Chaise.

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Keywords:
children animals damage living room set recliner sales associate supervisors tag teaming tears urine stains warranty
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    1 Ashley Way, Arcadia, Wisconsin, 54612-1218, United States
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