We purchased the Crawford sofa/love seat at the Ashley store in Eau Claire, WI it was delivered on 9/12. When I pulled out the sofa I noticed a horrible popping noise on the arm I then checked all the arms to find the same problem on both arms of the love seat. Standing back looking at the sofa I visually noticed the one end appeared lower. I called & told them I wanted a new set on 9/17 they said they have to send out a repairman. He came 9/25 said the arm is broken. Looking inside it has 3-1 x 2's so not strong at all.
I then rec'd a call on 9/26 which I missed so I called back the person who left the message wasn't in but the girl I spoke to said she could not authorize my money back told me they only had a 1 yr. Warranty on structure & they would not strengthen the arms I could either have a new set or have to pick out something else. Next customer service Tracy who had been the original caller said on 9/27 they would not beef up the arms said the warranty is really 5 years but they would not give me my money back. No one said anything about not getting your money back for an inferior set when we bought it. The return policy we since looked up says 14 day satisfaction guarantee and they would refund your money. We also looked now on our sales receipt and noticed the salesperson was supposed to have us read and initial that they didn't. It says regarding refund on a damaged/defective product "or refund your purchase price including the delivery fee" which they now refuse to do.
We have since put in a dispute with Discover. We are retired the set is a lot of money it is shameful how Ashley treats it's customers. We would have been more then happy to have a new set if they would strengthen the arms. Arms are not just to look at, people use them to rise from a seated position, especially older people. Beware the arms on Ashley furniture could collapse and injure your elderly parents/grandparents.
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