Ashley HomeStore reviews and complaints 1
View all 785 complaintsAshley HomeStore - peeling of leather
We purchased a leather sofa and loveseat on March 20/10 and took delivery on March 29/10.
We are snowbirds in Florida and only use the furniture for 5 months of the year.
A week ago, we noticed the leather on the arm of the sofa was peeling. We called Customer Service at Ashley as it was under a year old, plus we had purchased the extended warranty for an extra three years.
They sent out a person (supposedly a qualified technician) to examine the sofa. He very quickly said it was "painted leather" which we had never heard of and it was really just "fading". He also said it was not his decision and he would send his report and picture to Customer Service.
We then received a call from Customer Service saying our claim was DENIED as it was not a manufacturer's defect and either it was "external forces" or fading.
When we bought the sofa we were told it was leather, not "painted leather" and it also states "leather" on our customer receipt.
We then contacted the Corporate office of Ashley, Consumer Relations, and they in turn transferred our problem back to the store who in turn, called to say our claim was denied as it was not a manufacturer's defect.
Bottom line, not only is this terrible customer service on a sofa that is not even a year old, plus the fact we purchased the 3 year protection package. We were told by the Salesperson at time of purchase that regardless of the issue, you will be covered under warranty for 3 years.
We are including our email address [protected]@hotmail.com so that any other individuals who we have seen on the complaint list, may contact us to pursue a lawsuit.
The complaint has been investigated and resolved to the customer’s satisfaction.
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I have the same issue. I bought leather sofas from the Ashley Store here in San Antonio, TX. I have experience poor customer service as well. I asked several times for a copy of the sales receipt so that I can submit my claim and I never got the email. I called nearly 10 times and didn't receive anything. I am willing to pursue a lawsuit as well.