We purchased a leather loveseat and sofa on September 06 from Ashley Furniture, Grapevine, TX. The furniture as of January is falling apart, literally. The fake leather (was supposed to be 100% leather) is cracking along the seams and corners of the couch. The warranty from the company states it will cover leather cracking for up to three years (I have a copy of the warranty) We contacted Ashley Furniture and they asked if we had an extended warranty. Yes, we had purchased one. We contacted the Warranty company and they stated these flaws were not covered under the warranty and refered us back to Ashley Customer Service.
Ashley Furniture sent a Ashley furniture rep to our home on 3/11. The Ashley rep looked over the furniture as said yes, there was apparent damage. He stated it was because of the poor quality of leather and even pointed out how the leather was cracking and flaking away. He also pulled the cushions away from the couch and said this is a result of poor craftsmanship.
In a few years, this cushion will fall completly off, he stated. Of course, we were pleased as he confirmed our concerns. The furniture is of poor quality and falling apart and the leather is cracking. He had me sign a report stating the assessment of damages he confirmed and was on his way.
Today, 3/14, I contacted Ashley Corporate offices to get the results of the investigation. I spoke with Nicole at 972-590-1360. Nicole stated that the Ashley furniture rep had turned in a report stating the damage to our furniture was due to "normal wear and tear" and Ashley furniture could not help us and the case was closed. I said that was unacceptable and questioned why the rep would have written that in a report when he stated the damages to me were NOT from normal wear and tear, but, in fact a defective cracking leather and poor craftsmanship. She stated that is what the report said and I had nothing more I could do.
I asked to speak to her supervisior and after Nicole HUNG UP ON ME and I had to make several calls, I found out Nicole's supervisior's name is Bridgett at 972-590-1360 ext 1524. Bridgett requested that I email pictures of the damage and she would assess the situation. I took pictures and emailed as requested. I then contacted Bridgett. She stated, the flaws were not because of a defect and because of damage we had caused. I asked her about the cushions coming apart at the seams, and she stated that seams were only under mfg. Defective warranty for 1 year from date of purchase and she could not help us. I had requested earlier in the day that Bridgett send a copy of the Ashley rep's report and she said she would. When I questioned why she had not sent the report, she stated she checked with "someone" in the office and they said it could not be sent to me. The report I requested to see was the supposed report of the Ashley rep's finings of "no cracking leather and normal wear and tear".
I have contacted the local store and spoke to Ike Wofford (Shift Manager) he has stated corporate is the only help I can get. He has called and talked to Bridget on my behalf, but Bridgett keeps giving me the run around. The bottom line is... We paid 1690.13 for a LEATHER couch and love sofa, that within a 2 year and 5 month period is in poor condition because of poor quality cracking and poor craftsmanship.
Ashley furniture motto is "SUPERIOR CRAFTSMANSHIP". This furniture is literally falling apart at the seams and the "leather" is CRACKING AND FADING and a Ashley rep came to our home, saw the problem and made a report of the problem. Now, corporate will not allow us to see the report and is denying the furniture is flawed beyond our makings. They will not stand by the Warranty Information that was given to us at the time of purchase or by the extended warranty we purchased for 149.00. We have placed many calls to Bridgett's supervisor, Sandra and she will not return our calls!
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