I decided to buy a new couch for our family. I went to Ashley and found a couple I thought my wife and I would like. I picked up my wife and family (3 children (2 are young). We found 2 there that we liked and we questioned what would be right for us.in speaking with the sales lady she said the durapella was easy to clean.in speaking with her they was a man there that was very upset because he had purchased some furniture and was told it would be a few weeks and it had already been 2 or so months. I am not sure exactly on the time frame but it was way more than normal. I should have took it as a sign!
Both were sectionals with pull out sleepers. One couch was leather and for the most part easy to clean, since we have 2 young children, we were told but we also have a dog and she told us we would have more of a chance if the dog jumped on it he could poke a hole in the leather. This was the one we liked the most but were afraid that the dog would accidently get into the living room and poke the hole. Easier to clean something than to repair a hole we decided.
She then showed us the durapella set. She informed us on how easy this product was to clean. They did the wine test with the little scrubber. She proceeded to tell my wife how she has a durapella set at home herself and that the night before she spilled amc n cheese on it and had no problem getting it out. She also tells my wife she had a accident (period) on the couch and did not relize it until after it had dried but had no problem getting it out.
She also tells my wife that instead of buying the expensive cleaner they had with the scrubber to go to the store and buy a low PH soap and dilute it mostly with water. That it was all that the cleaner was. NEVER once did she or anyone mention a warranty.
We ask about the cost they said $2000.00 and we will pay for delivery. We have a Ford F350 and 2 trailors. So it wasn't an issue of getting it to our house. Still no mention of about a warranty. We made the decision to purchase the sectional that came with a Big Mans recliner that we were also wanting to get. We signed the paper work and as we were leaving the parking lot noticed they adding the delivery charge on the bill after the had already told us it would be free.
The couch was delivered and in a few weeks we saw a spot that wouldn't come out and my recliner was leaning slightly. (My wife will go on from here:) I called Ashely to discuss the problem they ask if I had a warranty and I said I do not know of a warranty. She said did you purchase the cleaning kit? I said No and explained what I was told about the low PH soap. They said well the cleaning kit is the warranty. I was Floored! I told them the sales persons name and we were told she no longer works with the company. They had to call me back to see what could be done. They never did. I had to call back numerous times.
They finally sent a Tech out. He fixed the broken recliner and tried to get the spots off the sectional. The whole time telling me that they looked like tar and wanting to know if my husband worked in tar. Which he doesn't. If anything it would be white dust on it that he occasionally will have on him from work. He didn't get it out.
I called the company again to complain and see what could be done and no return phone calls. Finally I got in touch with one of the owners (there are 2) and he said the same thing. You don't have a warranty. We explained again about the soap and he said he would have to call me back. He Never did! Now my sectional is stained and the recliner is leaning again. I am so Over stressed with this mess I don't want to deal with it anymore.
But everytime I see my husband sitting in his Poorly made and crooked chair and the stains it makes me angry all over again. We have our own business and would never treat customers this way.in fact if we did we would be OUT of business. I can not believe a company can be in business and be uncooperative, dishonest, rude and unwilling to resolve an issue. The bad part is that I still have to make my payments on my $2000.00 piece of poorly made Furniture!
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