Back at the end of March we purchased a complete Ashley leather reclining sectional, from a place called Discount Furniture Warehouse in Sierra Vista Arizona. About 10 months after purchasing this sectional we started to experience issue with the furniture and placed a call to Discount Furniture Warehouse for assistance.
Ashley leather reclining sectional
7 digit model number – 978 00 40
Serial Number (will start with a S followed by 9-12 digits) – S395289975
M.O. # - MA5V7K0 - his number is also on the label so I included it in case you need it.
Is the furniture purchase in your name? Yes
Discount Furniture Warehouse sent out a person to inspect the furniture and take pictures. This person told us that the issue, with this sectional, was out of their ability to fix and they would have to contact Ashley. They said that they would call us once they hear back from Ashley.
After 3 weeks of waiting, and not hearing back from Discount Furniture Warehouse, we called Discount Furniture Warehouse again and they told us that the Ashley rep had not responded to their calls or emails yet so we have to wait.
Another couple of weeks went by we called Discount Furniture Warehouse again. They still had not heard from the Ashley rep.
On 04/20 we finally received a call from Discount Furniture Warehouse telling us that Ashley was sending out a company to look over the furniture to see if it could be repaired, replaced or returned back to the manufacture.
On May 01 the Ashley repair company (New Life Industries) came to our house, looked over the entire sectional, took pictures and told us that they had to write up a report and send it in to Ashley. They said that we should be hearing for Ashley soon.
“Report that New Life Industries sent to the Ashley Rep”
Below is the actual report from the company (New Life Industries) sent out by Ashley. I have also attached a picture showing the problem with all 4 reclining sections of the sectional.
“New Life Industries was retained to assess the condition of an Ashley sectional on May 1. We determined that manufacture design and materials caused foam and padding to dislodge and bunch. We have seen a pattern of this same cushion design with other customers”.
“Our recommendation is to have manufacture send new complete 4 base cushions that have been corrected for this design problem or to ship this sectional back to the manufacture to discover why this is occurring”.
Thank you for your time.
Greg Dare,
New Life Industries
On May 8 we still had not heard from Ashley or Discount Furniture Warehouse so we called Discount Furniture Warehouse and they again told us that they have not heard back from their Ashley Rep yet.
Wednesday, May 16 I contacted Ashley Furniture ’s corporate offices for help on this matter and here is their response
From: CA Rep ashleyfurniture.com
Subject: Kevin Webb
To: [email protected]
Date: Wednesday, May 16, 8:22 AM
Kevin, Thank you for contacting Ashley Furniture Industries, Inc in Arcadia, WI. Each Store is independently owned and operated. As such, the owners of the stores develop and implement policies and procedures regarding Customer Purchases, Deliveries and Warranty Claims. I will forward this information on if you provide me with the store name and location (city and state). Please provide the serial number of off of one of the pieces of the sectional as well, this information will be on a white tag underneath a cushion or footrest if the piece is reclining. The serial number starts with a S followed by 9-12 digits.
Our response
From: Kevin Webb
To: Consumer Affairs Representative
Date: Wednesday, May 23, 1:05 PM
Serial Number (will start with a S followed by 9-12 digits) – S395289975
7 digit model number – 978 00 40
M.O. # - MA5V7K0 - his number is also on the label so I included it in case you need it.
Is the furniture purchase in your name? Yes
The picture I sent (05-01_16-03-09_563.jpg) shows the main problem with the sectional (the entire seat section is not functioning as designed) and this issue is affecting all 4 recliners in the set. The only piece that is not affected is the corner/quarter shaped piece.
New Life Industries recommended “to have manufacture send new complete 4 base cushions that have been corrected for this design problem, or to ship this sectional back to the manufacture to discover why this is occurring”, and we agree with their assessment.
When we bought this section (at almost $3,000) we were assured that it was one of the best on the market but now we are experiencing the opposite. We are also hearing this model has had many issues, and that this model has also received many complaints, by others who have purchased it which makes us very leery of keeping it.
Since this is not the first time that this same model of sectional has had this, or other major issues, that tells us that there is something majorly wrong with the manufacturing of this section and we would rather Ashley take this back and give us a refund.
Especially since there is no way to guaranty that, if they repair this sectional, that the same problem, or other major problems, will not return and we have already been through way to much grief with this sectional to go through it again.
Thank you,
Kevin Webb
From: Consumer Affairs Representative
Date: Wednesday, May 23, 1:34 PM
Hello,
I have sent your information on, if you do not receive a response from the store within 5-7 business days, call them for an update, if they are stating they still have not heard from their representative please let me know.
From: Consumer Affairs Representative
Date: Wednesday, May 23, 1:59 PM
Hello,
You have reached the corporate office of the manufacture of Ashley Furniture. All warranties are handled on the retail level.
Our marketing specialists are out on the road and they respond to all of their accounts with any questions, issues regarding the warranty.
That is why we have sent this information on to them to review and help get this resolved.
Thank you
Our response
From: Kevin Webb
To: "Consumer Affairs Representative 26
Date: Wednesday, May 23, 1:54 PM
I guess I miss understood what all this information, that I had given to you, was for.
Because this has been going on for so long and the stores Ashely Rep is not responding to their calls or emails I have been trying to contact someone at Ashley Corporate headquarters (and that is what I thought I had done when I received your email) in hopes that they could help get this issue resolved sooner.
My first email states that we have been working with the store owners, who sold us the sectional, and that the store was having problems with their Ashley Rep I thought that you were going to send this on to Ashley Coperate so they could step in an help.
All of the information I provided to you is already in the hands of the store owners and they are doing their best to get this issues resolved but we are at a stand still with their Ashley rep.
Is there any way that you can send these emails up to the Ashley corporate offices or at least give me a contact person to whom I can send them to.
Thank you,
Kevin Webb
Our response
Sent: Friday, June 01 12:15 PM
To: Consumer Affairs Representative
We have done all that we can to get this resolved and even contacted the store owner again (as you suggested in your email dated Wednesday, May 23) and we gave them more than the 5 to 7 days that you recommended but the store says that they have placed calls and sent emails to their Ashley rep and they are still reporting that their Ashley Rep has not called, emailed or contacted them yet so I am not sure what else to do.
Any suggestions on what we can do to get this moved along?
Kevin Webb
At this point we are so frustrated with Ashley furniture that we just want the furniture returned to Ashley and a refund given.
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