We purchased the San Marco sectional model/sku # 163-324-2 and 163-324-3 for $1483.90 cash from the General Manager Andrew Lee on February 28, 2009. In less than 30 days the couch seat cushions have sagged.
The cushions do not recoil or return to normal position once we get up. While sitting we can feel the railing in the couch. We called Ashley Furniture on March 29, 2009 they referred us to their customer service because once a customer purchases a product they no longer have anything to do with any issues with that product. We immediately called customer and explained the issues, a tech was scheduled to come out on April 7, 2009.
The service tech came out on April 7, his findings were the couch is defective. The customer service rep he reported to (Sandra D.) gave him and us a hard time when we spoke with her. She told us the couch is not defective it's the way we are sitting on the couch. There's only one way to sit on a couch.
Ashley Furniture is unwilling to allow us to select a different couch; we no longer trust the San Marco model based on this experience, however the lead customer service rep is willing to allow us to select a different couch as long a we pay a restocking fee of $150. Why should customers have to pay restocking fee to select a different couch when the first couch was deem defective!
Product or Service Mentioned: Ashley Furniture Manager.
Monetary Loss: $1483.