Ashley Furniture, PEELING LEATHER?!?!

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Feb 25, 2008

Ashley Furniture complaint by Jennifermaxwell2

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 crap) 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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Comments (8)

1. Written by Coirnn White, on 18-02-2009 12:55

I am facing the challenge of calling Ashley due to my 100% LEATHER couch peeling! I hope everyone has had their issue resolved as I am about to begin my new chapter!

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2. Written by MJ, on 10-11-2008 12:23

Got the new piece, but it took about 2 months. They did deliver it for free, but it took some complaining. The Reno store handled it. Not the rude management at the customer service #.

Won't be going back to Ashley.

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3. Written by MJ, on 10-09-2008 18:15

I have never had a leather couch "peel". Ridiculous!

I JUST brought home a couch purchased at Ashley Furntire. It comes in two pieces. One side is horribly crooked--at least the stitching is. We had to drive over 1 hour to pick it up and couldn't tell in the delivery warehouse that is was defective as they kept them separate. So far, they say they will replace it, but they won't come to us to swap out the bad piece. I feel that we wouldn't have to even deal with this if they hadn't sold us a bad piece. They should be apologizing and sticking it on the next truck!

We'll see...

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4. Written by Manuel, on 10-08-2008 19:12

Could you please provide your email address in order for my parents to contact you as soon as possible. We really appreciate it.

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5. Written by Manuel, on 10-08-2008 19:11

Hello, my parents purchased a Sonoma loveseat and sofa from Ashley and the same thing happened to us. We have a 1-year warranty that has not expired yet. Please help us to know what to do because they don't want to give our money back or repair.

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6. Written by rudy, on 26-05-2008 08:47

my leather sofa peeled too after 2 years. Purchased from Ashley store in WI. Yet to call the store, I don't have extended warranty, but reading above posts I don't think extended warranty would help anyway.

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7. Written by jennifermaxwell2, on 25-04-2008 18:25

I just wanted to make everyone aware that Ashley furniture did come through finally! The ONLY reason things worked out so well is the wonderful assistant manager Shannon Loya in Frisco. He helped me tremendously, as did Susan Juarez. I appreciate their time and concern with my problems. I ended up getting a full refund, after my second brand new sofa had major defects. I got my check in the mail yesterday. THANK YOU for listening and helping get my problem resolved.

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8. Written by shana, on 27-02-2008 14:16

i feel your pain, my "leather" hasn't peeled yet, but i hate it none the less. It's been nearly 3 months and NOT ONE PERSON from the homestore or corp has called or emailed us back UGH... they are frustrating me to no end. I called them again today and all i got was all the stores are independ. owned BLAH... i know that, all i want is an exchange...VERY VERY BAD CUSTOMER SERVICE!!!

hope yours gets resolved!!!!

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