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
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
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
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
Purchase Date Feb 19, 2007
Delivery Date March 9, 2007
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
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
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
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
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!
More Review Details
- Product or service
- Sonoma Sofa
- Review category
- Furniture and Decor
- Review rating
- 5 out of 5
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