Ashley Furniture, PEELING LEATHER?!?!

Feb 25, 2008
review #113937

Below is my complete Better Business Bureau complaint,

so you know the whole story.

COMPLAINT ACTIVITY REPORT Case # 91065218 Better

Business Bureau of Metropolitan Dallas, Inc.

Business Info: Ashley Furniture Home Store, Frisco, TX

75034

Consumer's Original Complaint Please HELP ME!! I

purchased a whole leather living room set from ASHLEY

HOME STORE IN FRISCO on February 19, 2007. I also

purchased the 5 year warranty. It was delivered to me

on March 5th 2007. What I have is a leather reclining

sofa, reclining leather love seat and leather rocker

recliner, all the same brand & material.

We have had no problems until this past week. Our

furniture is PEELING, yes peeling. The salesman

assured me that it was 100% leather wherever our

bodies touched. I wasn't aware that genuine leather

was supposed to PEEL, it just flakes off. It looks

horrible and it's only 9 months old!par Yesterday I

called the insurance people and they basically told me

that 'peeling' was specifically not covered, although

stabbing with a knife was. So if I stab my couch

'accidentally' they will fix it for free for 5 years

but since it is DEFECTIVE and PEELING it is not

covered.

I then called the Ashley Home Store where I purchased

the furniture and asked to speak to the manager, they

asked why and I explained my problem to them. They

then said that I would have to let a customer service

person know and they would take care of my problem. I

went through the whole speech with the customer

service lady and she explained that they would be

happy to come and look at my defective furniture and

see what, if anything, needed to be done about it. I

was very upset and asked if I could just get my money

back (since it's already paid in full) or exchange it

for some other type of REAL LEATHER furniture in their

store. They then told me that they would 'repair' any

defective furniture or replace the cushion for up to

one year then after that I am on my own. They said

that peeling leather is not uncommon.par I have had

another leather couch (which I still own) and it has

never peeled, and my children were small back then and

jumped all over the couch!

PLEASE HELP ME WITH THIS, I just want to get my money

back and go someplace that sells REAL LEATHER

FURNITURE and will back their warranty if it is

defective! THANKS SO MUCH

Product: Sonoma Brown Reclining Sofa Item#4660388

$649.76

Sonoma Brown Reclining Loveseat Item#4660325 $622.40

Sonoma Brown Rocker Recliner Item#4660325 $369.33

5 Year Premier Warranty $79.00

Sales Tax $158.36

Delivery $199.99

Customer ID#MAXWJ54513

Sales #02197070019

Purchase Date Feb 19, 2007

Delivery Date March 9, 2007

Sales Rep#HD93430

Problem first seen Jan 1 2008

Consumer's Desired Resolution: I shopped many

furniture stores and decided on Ashley because of the

customer service. Since I was told when I purchased

this furniture that it was real leather, I assumed it

was real leather. When my hard earned money was spent

on that, I was hoping to keep it for many years and I

expected it to hold up and look nice the entire time

like my other furniture has. Since the customer

service person said that they wouldn't let me exchange

it for another brand that was 100% leather, and I

requested a refund and they denied that. I would

rather not hassle with it any longer and be able to

get my money back and purchase REAL LEATHER furniture

elsewhere as soon as possible so I can enjoy what I

have and not be embarassed to show people my cheap

imitation leather furniture. I would like a 100%

refund as soon as this can be resolved, I do not want

it 'repaired'

Today is January 11th, the Ashley Technician just left

my house. He immediately saw the problem and then

started PEELING back more of the leather. Now there is

a huge 2-3 inch spot that is totally peeled away. He

was VERY friendly and very insightful. He told me that

he could replace the one cushion and the other 8 or so

spots that are peeling he could 'paint' them when he

repaired the cushion. He said that my PAINT was

PEELING off of my leather. I wasn't aware that leather

was painted. When I showed him other pieces of leather

furniture that I own that haven't ever peeled (but

show wear) he let me know that furniture isn't made

the same way it used to be. He said that in the past

things had better quality and held up better.

I also told him of the extended warranty that I

purchased that was good for 5 years, but did NOT cover

peeling leather. I told him that didn't understand why

it didn't cover that and why the manufacturer only

covered peeling leather for one year. If it peels, it

should be replaced or refunded no matter how long you

have had it!

I expressed how unsatisfied that I was with the

product and asked if I could just get a refund and

purchase quality furniture from a business that stood

behind their product. He replied no, that Ashley

doesn't give refunds anymore. I asked him if he had

ANY Ashley Furniture in his home, he replied NO MAAM,

I WOULDN'T HAVE ANY OF THAT FURNITURE IN MY HOME. When

I asked why, he said that it wasn't good quality. That

is pretty sad when your own employee says that about

your products! I need to get this resolved, as I don't

want a couch with an orange circle on it in my family

room.

After hearing the technicians advice and knowledge it

made me wonder why anyone does business with Ashley

Furniture. I know one thing, I will not be back. They

need to have higher standards and make sure their

customers are HAPPY, then they would have a great

referrals and repeat customers.

01/25/2008 BBB MORE INFO RECEIVED FROM THE CONSUMER

: I thought about it and after the ASHLEY FURNITURE

repairman told me that he would NOT have ASHLEY

FURNITURE in his own home because it had POOR QUALITY,

the more infuriated I am that they won't refund my

money. There are NUMEROUS reports online of other

people with the same problem with ASHLEY FURNITURE as

well. They don't stand behind their products and just

want to 'patch' the problem instead of make their so

called 'customers' happy. I wonder if the manager of

the Frisco store would be ok with me bringing my

PEELING FAKE LEATHER couch to the entrance of his

store, and sat on it with my children and passed out

flyers with my receipt (that shows the date of

purchase to prove it's less than a year old and a

piece of ***) along with photos of all of the peeling

leather on numerous places on my couch to potential

new victims? Maybe that would open their eyes and at

the same time SHOW PEOPLE WHAT POOR QUALITY ASHLEY

FURNITURE IS!

2/13/08 I received a small package at my doorstep and

when I opened it, there was a piece of pleather wadded

up in a bag. I'm assuming this is the piece they will

attempt to 'repair'.

I called A OK Repair group as soon as they opened to

let them know that I got the piece and to coordinate

the repair, since I've already missed work twice and

will miss again Monday for the RIP to be repaired, I

would like to have the other piece fixed at the same

time. They told me it shouldn't be a problem, that

they could fix it, but to call my warranty program and

let them know to add it to the 'work order'.

I then called the warranty company and explained

everything. They then told me that they couldn't do

that, they were two seperate companies and all they

handle is the rips, not the peeling leather. I then

asked WHO I was supposed to contact to get this

resolved, and they replied for me to call the A OK

Repair group.

I hate getting the run-around, but it seems that is

all I have had lately regarding this mess. I would

like a COMPLETE REFUND, this is RIDICULOUS!

Feb 18, 2008 Well, today yet another run around story!

AMAZING! The tech from A OK repair group came, as

promised. This is the THIRD time so far I have had to

*** of work for this horrible piece of furniture,

and yet the saga continues. He said he COULD NOT

repair the peeling leather (which I assumed he would)

then started taking pictures of the rip in the seam.

He said he could not repair it so he would need to

order a replacement part (IMAGINE THAT!) and as soon

as it came in, I could make yet ANOTHER appointment to

get that section of the piece of JUNK FURNITURE fixed.

SO, now I will have a MINIMUM of FOUR times I must

leave my job for ASHLEY FURNITURE TO ATTEMPT to repair

their defective furniture. My job is on the line now,

I can't imagine what it will be like when I tell them

I need to *** at LEAST two more times for this!

DO YOU KNOW OF ANY PLACES OF BUSINESS THAT ALLOWS

THEIR EMPLOYEES TO *** OF WORK SIX TIMES IN LESS

THAN TWO MONTHS? I sure don't.

AGAIN, I BEG, I NEED MY MONEY BACK ASAP to end this

horror story and get my life back. My husband has

called TOM from the FRISCO store and left THREE

MESSAGES NOW and he has yet to return any calls,

IMAGINE THAT! This is totally ridiculous and horrible

customer service and I tell AND SHOW everyone I know

my furniture and tell them the horrible way I have

been treated, all of the run around I have had and let

them decide for themselves where they want to shop!

HELP ME PLEASE!

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BL1570983

Jul 02

Did any of you condition your leather furniture to prevent it from cracking/peeling? 99.9% of all real leather furniture needs to be conditioned to prevent that from happening and should be done atleast once a year.

1 0 Reply
Marion

Dec 30, 2013 Saint John's, Newfoundland And Labrador

This is unbelievable. We bought sofa and recliner at Atlantic Home Furnishing in St. John's, NL. We were told the same thing that part of the furniture was real leather. Our recliner now is not fit to look at. It is just over 15 months old. I returned to Atlantic Home Furnishing in St. John's today to see what can be done. I immediately was told that the warranty is 1 year. They can order the part to be repaired.......but I would have to pay for the repair approximately $150 - $200 myself. If part not available, they would have someone come in and paint the tears. I said "paint". I can patch it up myself with a marker pen.. I don't want a repair job, I want a new chair or a refund. I explained that this is not good enough. I tried to show pictures but they wouldn't even look at them. Immediately the sales person said he could give me the 1-800 number to the manufacturer. I said we were told that this was real leather. They both then said that it is not actually real leather but a mixture. This is totally rediculous. I said we had a leather chesterfield prior to buying this one and it lasted about 15 years....true. It was in perfect condition when we sold it, and we also had children then jumping around. The sales person said yeah but they are not being made the same way today. Well why weren't we told that before we purchased it. We put alot of time in trying to purchase a good product and the sales person was quite confident in his recommendation of... Show more

0 0 Reply
Mandy

Dec 23, 2013

I have had the exact same problem with my "Genuwine Leather" recliner I bought a year ago. The "leather" is peeling off to reveal a fabric underneath. I am so frustrated with this recliner and having to vacuum my house on a daily basis just to get the flakes. I dont/cant just throw out a $300 recliner, its perfectly new. I cant believe they can advertise lies like this. They wont do anything to fix it, so I might just toss it on their doorstep or maybe get it reupholstered... :(

0 0 Reply
Joe Green

Nov 05, 2013 Orlando, Florida

None of the stores selling this *** leather will refund, repair or do anything to correct the peeling and flaking everyone is experiencing yet they continue selling this junk. Don't blame the stores, blame the real problem which is how the consumers are being screwed over by every store selling this ***. It's time for a class action law suit. I'm going to contact an attorney tomorrow and see what our options are. I'm confident we are going to prevail. I can't believe the stores continue to sell this junk knowing it is defective and :( falls apart.

0 1 Reply
Joe Green

Nov 05, 2013 Orlando, Florida

It is not just that store. This defective Chinese fabricated FAKE leather is being sold all over the country by very "reputable" furniture stores and companies, and they are doing nothing about it. There needs to be a national recall and we need to all rally together, and bring a law suit on the sellers of this junk leather that just peels apart. Thousands of people are being screwed over and nothing is being done about, while this product is still being sold everywhere. It's time we take this to the next level and get this problem taken care of before any more people get screwed over like we did. :(

0 0 Reply
zoom-zoom

Mar 18, 2013

I purchased 2 Ashley reclinig leather chairs with ottomans. They all peeled after 10 mths of sercice. No children in household. The peeling is because they use "BONDED" leather. It's real leather alright, but it's shaved leather. It's real *** and does not hold up, but the sales people tell you it's real leather and they are not lying. Don't buy bonded leather!

0 0 Reply
pos

Feb 07, 2013

Ashley never sells genuine leather furniture. All their advertised leather is junk. they just dupe people into buying their junk.

0 0 Reply
rock and  roll

Jan 16, 2013

Think twice, three, or four or more times before buying Ashley JUNK Furniture. They do not stand behind their sub quality products - guess they are afraid it might fall apart on them . Spend extra somewhere else to get better quality and something that will last.

0 0 Reply
Same Deal

Jan 08, 2013 Sewell, New Jersey

Exact Same Problem!

Bought the black "leather" couch and love seat 3 years ago. Now I knew I wasn't getting a real high quality deal, I know what a true beat leather piece of furniture feels like, but I was certainly not expecting a 3 year life span out of a 3200.00 couch and love seat... *** I can't even flip the *** cushions... Never again. Now to find some *** covers so that I can hide the disgusting grey patches and keep the flakes off my ***... Don't even get me started on the *** dining room table and chairs that were bent... My local store went out of business... Wonder why...

I think they should be forced to pay EVERY customer that purchased their "bonded leather" for a real piece of Furniture... :(

0 0 Reply
9lucky1

Dec 27, 2012 Milwaukee, Wisconsin

I bought a leather sectional from Ashley about 10 years ago and is very happy with it. The leather is worn off somewhat but is still in OK shape. It went through a lot over the years with 12 people in the house. Looking to buy new one from them soon.

1 2 Reply
JR

Dec 15, 2012

The above set you wrote about is notorious for issues with peeling, it is real leather however the color is the problem here, they use to offer it in three different colors and the other two (black and galaxy) had no problems at all. The set has now been discontinued due to all of the ongoing peeling issues they had with it, the store knew about this problem I guarantee you that much, since it's been ongoing for over a year and Ashley would've covered the problem so if the store isn't going to do anything, it's the store not Ashley themselves.

0 0 Reply
Ash

Nov 30, 2012

Iam going through the same processs..My sofa which is less than 2yrs started peeling and called the company,yes nothing they can do...Not only I lost money it looks ugly this sofa lying in my livig romm........plz dont buy these craps from china

0 0 Reply
JonM

Nov 15, 2012

I have the same problem with my Ashley *** leather. I want my money back too. They said. Oh sorry that happens. Not I less than a year. Lets get a class action lawsuit and get our money back. If it was a car it would be recalled right?

0 0 Reply
ben biernacki

Oct 09, 2012

glad to hear im not the only one... i bought a sectional w/ sleeper and recliner, close to $3k after tax and extended warranty. got same runaround after calling 18months later and telling them it was peeling. they told me that was expected wear for leather. i had a upholstery company come out to give me another opinion and that's where i was told it was bonded leather"!!! I called ashley back and they told me that is how leather is produced now and the wear is expected... please someone sue these people for deceptive practices and failure to maintain implied warranty of use(non the less a extended warranty). i know if the paint peeled off a new car after a year someone would sue.

0 0 Reply
Jackie Rampergas

Sep 25, 2012

I couldn't believe all the comments left on the site!!! I bought a leather three piece from Ashleys, but decided to put it in the formal livingroom as time when by it started flaking, here and their, know all over so badly i have to put it in the playroom for the kids to watch t.v. to live out the rest of its time. I have no and i do mean no plans ever to buy or recommend Ashleys furniture to anyone Ever!!! Never!! Hate Ashleys furniture big time :(

0 0 Reply
Constanzia

Jul 21, 2012

I had the same issue with so-called protected leather furniture from Macy's Home Furnishings. They replaced the chair, but here we are several years later and the love seat is starting to peel. I'm afraid I'll have no recourse for this piece. I thought expensive leather would last for generations, but won't even make a decade at this rate. Beware - scratches and gouges in good old fashioned leather are much preferable to peeling fake finish from which there is no fix.

0 0 Reply
Lori Blackman

Jun 29, 2012

I'm having this problem with a leather sofa I purchased from City Furniture and it's not bonded leather. The top layer is pealing off. Second time the tech has to come out. The replacement piece is pealing and an additional spot. I'm going to request a replacement sofa with a different leather finish. So frustrating!!!!

0 0 Reply
Barb

Jun 23, 2012

I betcha you guys purchased real bonded leather. It is real leather, but it's ground up leather sprayed on.

0 0 Reply
Robert  levy

Jun 22, 2012

same china junk from city furniture, it is always your fault. they send the so called leather piece from china i have spend to get it installed thanks city junk they need a lawsuite

0 0 Reply

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