My husband and I purchased a Ashley living room set as well as 2 other rooms of furniture in April of 2006. We have had nothing but problems with almost every piece of that furniture.
I am writing today to complain about the Ashley living room set. Back in July of 2006 the Sofa that is part of that set broke. We called Kanes and they came out and "fixed it better than the factory made it" (those were the exact words of the service tech). Almost one year to the day the sofa broke again in the same place. In the begining of August (2007) they sent yet another service technician out to my home to "fix" the same problem as before.
The problem was the support beam that holds the frame square had come apart from the front of the couch causing the couch to sink everytime you sat down. The second tech came out and inspected what the first one had done and said that the work he did (putting one screw and wood glue)to fix the couch was not the proper way to fix it and should have used what he called a brace to keep this problem from happening again. When he left and the couch was again "fixed", after about 2 days I started noticing that the sofa started to make creeking and cracking noise and also felt like the couch was going to fall apart every time you sat down on it.
I called Kanes yet again they sent one more tech to look at the couch. This unprofessional tech came out and opened the fabric to find that the support beam that had been repaired twice already was cracked in half and should have been replaced the first time it broke. He sent his information to the corporate head quarters and also put into his report that the couch had dog drool and hair on it. What this had to do with the frame breaking is beyond me. When I spoke to Marci on 10/10/07 she told me that the service tech had put that in the report I wanted to cry. I do have a dog, she is a boxer and yes she drools and sheads, do I leave that for people to see all time no. I am constantly wiping the furnitre and everything else down because she does drool so much. She roams our home during the day and of course gets on the furiture. How a 40lb dog that only gets on the furniture to go to sleep did any damage to this couch I don't know. Further more I bought the "Kane guard" when we purchased the couch. If there was a problem with the fabric being stained I would have them come out and clean my couch. There is not I wipe the couch down with the a warm wet cloth almost everyday so that the drool does not stain the couch. It comes right off.
My husband and I do not jump on our furniture and are not hard on our furniture we sit on it and occationally lay on it. Normal useage.
At this point it has been 19 months that we have had this furniture. Expencive furiture that should not have broken three times. I have been more that patient with Kanes and have held up my end of the bargin. I want a refund of the money I paid for the living room set and I don't want it anymore. We went to Kane's because we have had family members and friends go there that have had wonderful experiences. However ours has not been. I want them to make this right and do what they need to to make it right and they are not. I don't want a 19 month old couch to be rebuilt! I don't think I paid as much as I did for that couch to have it rebuilt.
Please make it right satisfy you customer.