ComplaintsforAshley Furniture Industries, Inc.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On oct 10, a tv console worth 895$ was delivered by ashley. my mother in law received the item she didnt check bcoz she doesnt know about those things. not even an hour after the delivery i woke up and inspected the item. there are dent, scratches, stain, bubbles from the paint and a crack about 5-6inch at the back portion of the item. i contacted ashley immediately photos were sent. On oct 19 their technician came made a report but failed to do it in detail. Almost a week after the inspection Ashley didnt reach out. On oct 25 i contacted them they were quick to reply that they will not refund, exchange or give me store credit because its up to manufacturing standard. they didnt offer anything to rectify the issue. the technician also failed to mention about the crack. i called ashley they schedule another technician today 10/29. technician agreed that there are issues and some of it he can be repaired. i asked him whats the process. he said he usually ask the client what they really want before repairing. i said i want an exchange, refund or store credit. because its not fair for me to recieved an item that its already defective. after the technician left ashley called stating they cannot do such bcoz its repairable. the cracked they can order and replace that part. they escalted the issue and after few minutes it was denied. my point is i paid in full price i dont deserve a defective/refurbished/repaired item. i reported the case not even 24hrs before it was delivered and i think its unfair for a consumer like me to undergo this kind of stress. in their policy if you report anything ***** hrs you are subject for a return or a refund. hope you can help me with this. thank you.

  

  Business response

  10/30/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a return has been approved for the item and scheduled to take place on 11-01-2024. Please let us know if you have any questions or concerns.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  11/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** Anne *********

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Upon unboxing the kid bed, I discovered some defective parts. I initially contacted customer service on 9/9 and was assured that replacement parts would be sent within 10 business days. I specifically clarified that one part was for the long end and the other for the short end . However, when the replacements finally arrivednearly a month and a half later rather than the promised 10 daysboth parts were for the short end. I reached out to customer service again today, but they informed me that they could not assist further as my order is now considered fully replaced, despite the incorrect parts they sent. I am requesting a 50% partial refund to compensate for the defective part Ashley failed to replace, as well as for the inconvenience and time wasted in resolving this issue.

  

  Business response

  10/28/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist has been assigned to your claim and will be reaching out to offer a resolution.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR 

  Customer response

  10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Renny D
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the ****** ***** Sofa Sleeper for $1234.99 on 26 April 23, item was delivered 23 June 23. I called Ashley customer service at ************, end of June 2023. i was advised I needed to speak to GBS warranty for Ashley at ************. I called the warranty company 12 July 24 and spoke to a rep, claim number ******* order number ************. AHM furniture svc sent a tech 30 June 24. ***** came, advised the frame for the sofa sleeper was broke and I needed a new frame. I called back two weeks later and was told they had not received the report so I called AHM furniture who advised the report was sent 30 July 24 and that she would resend the report. When I called the warranty company again on the 24th and was told the report was originally sent the 30th and they would resend the report. I called the warranty company 28th Aug and eventually spoke to the supervisor ******* who stated they need the invoice for the sofa purchase and that he would reach out and came back and told me the sofa I purchased was no longer in stock and that I could get a replacement sofa sent to me directly. I waited 2 more week as they keep giving the 7 to 10 business days. I am told by the warranty company that I am waiting on a code directly from Ashley and am told by Ashley that the warranty company could have offered a refund or given me a credit for the purchase price and neither has happened. I am referred back and forth between companies with no resolution. I was told I cannot dispose of the sofa with exposed metal parts. I have explained on the last few calls my grandchildren are at my house daily and I am afraid on of them may get cut on a piece of the exposed metal. I am told to wait by the **************** and referred back to the warranty company from Ashley and I am afraid that the time will lapse for me being eligible or they will close the case if I do not call weekly, but I am receiving no resolution. At this point I just want a full refund.

  Customer response

  10/07/2024

  I purchased the items online from **************************

   

  

  Business response

  10/23/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are partnering with the furniture protection plan to look further into this claim, Once we have an resolution I will provide an update. 

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  10/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. I am again being asked to wait for a resolution and no resolution option have been offered so how can I agree when I have no idea to what I am agreeing to. I am in agreement to receiving a full refund  as I am tired of fight with this company and its warranty company. I have been without a sleeper sofa since ***** made a claim in July and now the end of October, I am being asked to play the waiting game with no definitive resolution in sight  
  
  Regards,
  
  ******* ********
  

  

  Business response

  10/23/2024

  Thank you for reaching out regarding your refund request. We appreciate your patience as we've reviewed your case.
  I understand you were hoping for a refund, and I apologize that we are unable to process one at this time. However, we have taken the following steps to address your concerns: Your claim has been submitted to the furniture protection plan, A promo code has been approved and created for you to use on a new purchase from the Ashley Furniture website, We've sent detailed information about using this promo code to the email address we have on file for you.This promo code will allow you to select new items from our collection, giving you the opportunity to find something that better meets your needs.
  If you haven't received the email with the promo code details, or if you're having any trouble using it on our website, please let us know right away. 
  

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I went to ************************** and tried to use the credit of $1234.99 to purchase new furniture and the code does not work as the site still wans my card for payment. I sent an email to Ashley furniture to advise the site is still requiring a credit card from me when I have a credit of $1234.99 and the items, I am trying to purchase is less than this total. I am so tired of chasing these people to resolve this issue and would like a full credit to go to a different local merchant to purchase furniture. I did also try and call the number ************ in the attached email I received from ashley furniture and left a voice message.
  
  Regards,
  
  ******* ********

  

  Business response

  10/28/2024

  Thank you for contacting Ashley Furniture Industries, Inc. We have reviewed your purchase details and noted that the selected furniture exceeds your approved credit limit. To proceed with your order, we kindly request that you cover the difference between your approved credit amount and the total purchase price.
  If you have any questions about your credit limit or payment options, please don't hesitate to contact us.
  
  

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR 

  Customer response

  10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22381976 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The merchant is having system issues with applying the credit but have a time limit on the use of the credit that expires in a few months. So if the credit is not used will I be issued a full refund. I went to the website to use the credit, and it would not apply the credit amount and wanted a full payment of the merchandise. As I stated before, this is always a back-and-forth struggle with this merchant
  
  Regards,
  
  ******* ********

  

  Business response

  10/29/2024

  "Good morning, We apologize for the inconvenience you're experiencing with our online promotional code system. Our technical team is working diligently to resolve this issue. A member of our customer service team will reach out to you promptly to ensure your matter is addressed."

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  10/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After searching ****** for furniture, I found Ashley's Furniture to have items of interest.On 10/02/2024, I visited the store and purchased a Sectional Sofa and Recliner from Ashley's Furniture at *****************************************. Order # ******** Item# U5960313. The pieces were delivered on 10/17/2024. As the delivery agents were leaving, it was clear that the recliner would not fit at all in the living room of my mobile home and in fact was sitting where my kitchen table would need to be. I immediately called the store. They do not answer their phone. Instead an answering service answers and then tries to connect me, unsuccessfully. My mother then tried to contact them and received the same answering service. She insisted that the store always has at least four sales people and they should answer. The response was, "I will email them to call you." My mother asked if she thought they would get the email right away, that this was a time sensitive call. No return call came. We returned to the store the following day. The manager, *******, said if he had known on the day of delivery, he could have had it picked back up. We told him it was "delivered yesterday" and explained our experience on the phone, trying to reach him. He was shocked that the call didn't come through, and went on to say that he was there all day. He added that the recliner cannot be returned!. We were shocked and had not been told about no returns by the original sales person, nor told to look for that on the receipt. The ads we saw on ****** suggested a 30-day return policy and therefore never inquired about it. This order was over $10,500.00. Terrible communications. Cannot reach the store by phone, and in fact now know it is a common complaint. Terrible customer service. I just cancelled a future Bedroom furniture order with them. We want to return it with a full refund.

  

  Business response

  10/23/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist has been assigned to your claim and will be reaching out to further assist with the claim.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sofa and loveseat back in the end of June. Got delivered July 3. Have faced a few issues here and there but not enough to contact a technician. About 2 months after delivery, the plastic cap that covers the reclining buttons fell off. Reached out 3 months after purchasing and was told it's an easy fix and they'd get a technician to go out and fix it. One of the customer service associates supposedly scheduled an appointment for October 15, 2024, no call no show. I even reached out again that day of the scheduled appointment to confirm someone would be coming out, and they confirmed with me they were. Never got a call and no one showed up. I reached out again October 16th and had another customer service associate reach out to the technicians department, and she has had no luck herself getting a hold of anyone in that department. I called again today October 21, 2024, spoke to a customer service associate, and she resubmitted my appointment request. I asked to speak to her higher up. Got transfered to *****, said shes the highest up in her department and she blamed a previous associate for submitting a repair date of January 1, 2024, when the sofa wasn't even purchased until end of June 2024. Then informed the address is an out of service repair area, that I should hear back by this Thursday, October 24, 2024 from the repair department, not Ashley Furniture's. Everyone in that department is just throwing the blame at other people, taking no accountability. ***** ***** has been emailing back and forth with me and keeping me updated with the repair case, seems like shes really trying to get this resolved. My issue now is if we can't get anyone out here for a simple cosmetic repair, that just shows we wouldn't be able to get anyone out here if a bigger repair is ever needed. At this point we're really considering trying to get these item just returned back. Its a huge inconvenience trying to get someone to come do a simple repair.

  

  Business response

  10/23/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are working with our service department to manually schedule the service visit as the consumer resides in out of zone area. Once we have the appointment date we will contact the customer for scheduling.

  Regards, ******************************* Office SR 

   

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple issues with Ashley furniture. Ranging from false/incorrect information to defective items purchased multiple times. I will start with this.. Here are the employees I have spoken to and the dates:*** *. supervisor 10/15 ***** *. customer service 09/24 ***** *. customer *** 10/14 ****** *. 10/10 ***** ***** -Head manager - ******* Ca location 10/15 Regional manager - **** (no last name given as ***** stated he could not give it)All names above stated I either did have the extended warranty in which I purchased back in 2020 or stated I did not have an extended warranty at all. When I spoke with ***** he made both claims for my dining table and my sectional as I explained to him the issues with both he stated both were covered through my extended warranty. I sent pictures as requested and he received them and let me know that a technician would be calling me to schedule an appt to come out and evaluate the items. I waited a week no call was received other than the cleaning of the sectional cushions for the stains. I then spoke with an ***** and she then stated that the table would not be covered now even though ***** stated stains are covered she then said theres too much damage. Again being told 2 different things from 2 customer service ***s. ** then escalated to the other customer ***s and then last was *** the supervisor who then stated not only is my table now not covered also my sectional is not covered at all as well. Again wrong/ incorrect information given. I then went on to speak to the manager at the ****** Ca location in regards to my previous purchases of the original sectional I got in 2019 and he stated that I did not have an extended warranty now and as he kept ***eating that only a 1 year warranty is given at the time of purchase he then gave me the dates of when I purchased the first sectional and when I did the warranty exchange for the 2nd sectional and it was well over a year. (I need more space to write)

  

  Business response

  10/24/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the customer's original sectional was delivered on 02/14/2019. Since then, they have received three exchanges/reselections from Ashley Furniture, with the most recent delivery on 1/21/2021 which the homestore management applied a 65% discount on the sale.
  Ashley Furniture provides a 1-year manufacturer's warranty, which expired in 2022. This warranty does not transfer to replacement items. The customer is now responsible for contacting their furniture protection plan provider to file any claims for the sectional and dining table set.
  As the warranty has expired, we are no longer able to provide further assistance. We respectfully request that this claim be closed.

   Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello,

  I have only had 2 exchanges. Not 3 so that is false. Also the 1 year warranty you speak of is incorrect as you exchanged my 2nd sectional well after the 1 year ***** Please check the my account more thoroughly. Being so I am expecting you to handle this situation. Also the warranty you offered me was through ProtectAll which I found out you dont use anymore and have changed your warranty plans multiple times over the years which is very concerning. They have been nothing but of no help to me and I have also filed a complaint with them as well. So this does concern Ashleys furniture and you are partially responsible as I purchased the warranty you were offering at the time. The quality of your furniture is very cheap and your discounts are fake. The amount with the 65% discount isnt even the cost of how much it is to make through your manufacturing company. So I would like Ashley to help me get the tears fixed and clean the cushions as promised through the warranty Ashleys provided me with as they are not helping me at all.
  Regards,
  
  Evinne Brown

  

  Business response

  10/24/2024

  Dear Valued Customer,
  We appreciate your patience as we address your concerns regarding your furniture. We'd like to provide some clarification on your warranty status and available options:
  Our standard manufacturing warranty covers your furniture for one year from the date of delivery.
  As your purchase was made some time ago, this warranty period concluded in 2022.
  While we regret that we can no longer offer direct assistance under the manufacturer's warranty, we want to ensure you're aware of additional protection you may have:
  Your furniture is covered by a separate Furniture Protection Plan.
  For any current issues or concerns, we recommend contacting the Furniture Protection Plan provider directly to explore your coverage options.
  We understand this may not be the resolution you were hoping for, and we apologize for any inconvenience. Our team is committed to your satisfaction, and while we cannot extend the original warranty, we're here to support you in navigating your protection plan options.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Saturday morning, I placed on online order for some dining room furniture. Sunday early morning I got an email sent to my junk that the order was still being processed. After waiting all day today I contacted the Ashley furniture chat online and they told me a few things: A.) We cannot find your order in our system. We will have to put in an IT ticket to find it. B.) Even if I wanted to do a refund, it would take up to 10 business days to refund. Then, I get an email a few moments ago that my order has been declined. Declined? Despite having taken the money out of my account on Saturday the moment I placed my order? Declined, with absolutely no reason as to why or when I can expect a refund? All I want is a credit so that I can go into the store or online and order furniture for my friends coming in to town next weekend. Or I expect a refund. Even if they have to do ACH or wire transfer. Seems REALLY suspicious that after I chat with them and they 'Can't find my order' that twenty minutes later i get an email saying it was declined.

  

  Business response

  10/22/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the order was canceled by the ***** department due to billing/ shipping information not matching. Please let me know if you have any additional questions or concerns.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I tried to pick up an order three times. The first time partial order was said to be in route. When I arrived home I received a call and was told that three order was at the warehouse. I came back on a Monday and it was closed. I tried to pick up the order just before (10/7) ****** arrived and it was also closed, Tuesday through Friday the warehouse was closed due to the storm. I tried to pick up today 10/14 and it was closed!This has not been the best experience and I cant find one single act that would suggest that customer centricity was first and foremost.

  

  Business response

  10/21/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, Regarding your furniture, we're pleased to inform you that:
  Pickup Schedule: Your furniture is set to be retrieved from our warehouse on October 22, 2024.
  Warehouse Location: The pickup will take place at our ****************
  Operating Hours: For your convenience, please note that the Tampa Warehouse is open:
  Days: Tuesday through Saturday
  Hours: 10:00 AM to 6:00 PM
  We hope this information helps you plan accordingly. If you need any further details about the pickup process or have any additional questions, please don't hesitate to reach out to us.
  Thank you for your patience and for choosing Ashley Furniture. We're committed to ensuring your satisfaction throughout this process.

  Regards, Ashley Furniture Industries, Inc. Corporate Office SR

• Initial Complaint

  10/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Sealy Atwater Village Hybrid Firm Queen ******** from Ashley Furniture on 07/02/2022 for $648.68. According to Ashleys website, their mattresses come with a 10-year warranty. After about a year of use, the mattress began to sink on the side I sleep on, which has caused significant discomfort. I reached out to Ashley, and they replaced the mattress in January 2024. However, the replacement mattress quickly developed the same issue of sinking.I contacted Ashley again, and they sent out a technician to assess the problem. The technician confirmed that the sinking is a common issue with hybrid mattresses and mentioned that it might not be visible through the standard string test but can certainly be felt when lying on the mattress. Despite this, I later received an email from Ashley indicating that their determination was that the mattress is not defective and that the sinking falls under normal use, and therefore, they would not take further action.I have requested a return and a full refund due to the repeated failure of the mattress, but Ashley has closed my case and denied my request. I believe that a mattress deteriorating in this way within a year does not constitute normal use and is not consistent with their 10-year warranty. I am seeking assistance in obtaining a refund for this defective product.

  

  Business response

  10/22/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a reselection credit has been approved on the Queen mattress to allow the customer to pick out a different brand mattress. 

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• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sectional late 2021 and there have been multiple issues with the quality/build of the couch and ottoman. In 3 years the Ottoman has been replaced and is again sagging in the middle and the top is falling off the base. The couch support under the cushions has detached and the seats pillows are no longer supported. The back of the couch has fallen in and is not supporting the back cushions. I purchased the extended warranty only to find out that the warranty does not cover any manufacturer defects and that it only covers accidents that I would make by spilling something on the couch. That is not an extended warranty. I called Ashley Furniture and they will not replace or fix the couch and the extended warranty is useless. The want me to pay to have a 3rd party look at the couch and then they want me to pay to have it fixed and for the materials. The couch was costly and as of today has terrible reviews due to the poor build quality. An extended warranty should extend the manufacturers warranty and I was told it would and it would last for 5 years. The damaged pieces of the couch should be replaced, as the damage is no fault of my own. I purchased a product that is defective and the store should honor the extended warranty they sell.

  

  Business response

  10/21/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, I will be reaching out to the team in ******** for a second opinion. 

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This does not resolve the issue. Please provide a resolution.
  
  Regards,
  
  ****** *****

  

  Business response

  10/23/2024

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, I am working with my team in ******** for further assistance on this claim.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer response

  10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Received a call from someone named ***** who did not help at all. I am waiting for someone to speak with that can resolve the issue. A couch should last longer than 3 years and the extended warranty was sold as an extension of the manufacturing warranty and it is in fact NOT a warranty at all and is only accident coverage.
  
  Regards,
  
  ****** *****

  

  Business response

  10/24/2024

  Ashley Furniture provides a 1-year manufacturing warranty on our products this warranty period begins on the day of delivery. In your case, we regret to inform you that the warranty expired in 2022. While we cannot extend the manufacturer's warranty beyond its original terms, we want to ensure you still have options for protection:
  Your furniture is covered by a Furniture Protection Plan through GBS.
  For any current concerns or claims, please contact *** directly to utilize this additional coverage.
  We understand this may not be the answer you were hoping for, but we're committed to being transparent about our policies. If you need any assistance in contacting GBS or have any other questions, please don't hesitate to reach out to our customer service team.
  Thank you for choosing Ashley Furniture. We value your business and hope to continue serving you in the future.

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  GBS is not an extended warranty and it was sold as one. It only offers accident protection and this is a manufacturing defect of the item. *** has advised for us to reach back out to Ashley Furniture. You are selling a product that falls apart in a few years of purchase. At this price point the couches should last at least 5 years and the warranty doesn't cover any damage unless it is done by an accidental spill. Please provide another solution to the issue.
  
  Regards,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩