Bought a Durablend sofa and loveseat from the Paramus store. A product sales specialist from Ashley homestore at Paramus NJ told us it was more "durable" than leather- perfect for kids. But the furniture is peeling and flaking on our living room floor. Making it unsafe for my one year old. We are still under 5 year warranty that we paid a large sum to buy and now the store and claims department are blaming on each other after multiple calls back and forth.
Don’t know what to do? Really tired of this..

I bought a durablend sofa from the Ashley's Furniture in Arlington, TX off of I-20 and Cooper. The premier protection plan seemed worth it considering what it covered and the store credit if you did not use it. I have had the furniture for just under 5 years when one small part of the durablend leather near the headrest got a small tear in it due to accidental damage caused by a metal object (Belt Buckle) pressing into it. Naturally the tear if left alone will tear more so I taped it up to prevent further damage, took some photos and submitted a claim. The rest of the couch literally looks like it is in mint condition. Smooth, no cracks, nada. I submit a claim to Premier Protection with photos and an explanation of what happened. They denied my claim basically ignoring everything I submitted and said it is not covered because they do not cover leather peeling??? This makes absolutely no sense. The couch is clearly and obviously damaged from a distinct Rip/Tear and for them to claim somehow this one tiny spot on an entire leather couch with 2 recliners on each end is peeling while the other seat that is used just as much and no other area has any signs of wear and tear or deterioration is beyond me aside from a blatant attempt to not honor their warranty and repair the damage. I completely understand their policy of not covering what they consider normal wear and tear and that it covers accidental damage for example doing a school project with your kid and the scissors slip and cut the leather ... that is supposed to be covered. Or in my case accidental damage caused by a metal object creating a tear in the durablend leather. I have asked them for an explanation of what evidence or proof do they have the leather is peeling because it is not by any stretch of the imagination. This is a horrible plan to sell people when their policy is just to deny any claim and say it is normal wear and tear or the leather is peeling. If you look at the photos I provided or any competent person inspected by sofa it is very clear and obvious I have a valid claim and the damage is a distinct rip/tear causing the damage and my sofa does not have an issue of leather peeling. I am extremely upset Premier sold to me by Ashley's Furniture is not honoring their warranty and denying a claim by trying to use an excuse that is not valid or based on any factual evidence.

I bought a durablend sofa from the Ashley's Furniture in Arlington, TX off of I-20 and Cooper. The premier protection plan seemed worth it considering what it covered and the store credit if you did not use it. I have had the furniture for just under 5 years when one small part of the durablend leather near the headrest got a small tear in it due to accidental damage caused by a metal object (Belt Buckle) pressing into it. Naturally the tear if left alone will tear more so I taped it up to prevent further damage, took some photos and submitted a claim. The rest of the couch literally looks like it is in mint condition. Smooth, no cracks, nada. I submit a claim to Premier Protection with photos and an explanation of what happened. They denied my claim basically ignoring everything I submitted and said it is not covered because they do not cover leather peeling??? This makes absolutely no sense. The couch is clearly and obviously damaged from a distinct Rip/Tear and for them to claim somehow this one tiny spot on an entire leather couch with 2 recliners on each end is peeling while the other seat that is used just as much and no other area has any signs of wear and tear or deterioration is beyond me aside from a blatant attempt to not honor their warranty and repair the damage. I completely understand their policy of not covering what they consider normal wear and tear and that it covers accidental damage for example doing a school project with your kid and the scissors slip and cut the leather ... that is supposed to be covered. Or in my case accidental damage caused by a metal object creating a tear in the durablend leather. I have asked them for an explanation of what evidence or proof do they have the leather is peeling because it is not by any stretch of the imagination. This is a horrible plan to sell people when their policy is just to deny any claim and say it is normal wear and tear or the leather is peeling. If you look at the photos I provided or any competent person inspected by sofa it is very clear and obvious I have a valid claim and the damage is a distinct rip/tear causing the damage and my sofa does not have an issue of leather peeling. I am extremely upset Premier sold to me by Ashley's Furniture is not honoring their warranty and denying a claim by trying to use an excuse that is not valid or based on any factual evidence. My pictures are larger than 2MB to upload. If you contact me I would be happy to provide photos.

I've read all of these complaints, and honestly, it sounds like people don't check their merchandise before accepting it into their homes. I had an issue with my table. It was cracked and the kid didn't close properly. I wrote in the manifest that something wasn't right, and called my sales person a few hours later. We had a new table within the week and haven't had an issue since. I've purchased my bedroom and living room set from them and will continue to shop with them.

The negative reviews are all a simple issue of looking over your merchandise before you sign paperwork. Ignorance is not a fault if Ashley's.

On 4/9/07 we purchase a living room set and mattresses from The Rockford Ashley Furniture Store In Rockford IL. The salesman was great The acting manager left much to be desired regarding customer service which I later found out is the overall norm at Ashley. We shopped around many places and we fell in love with this particular living room set so after hearing the radio advertisement no payments or interest til 2010 we decided to purchase it. Well after getting all set to tally up the total we were told with no explanation by the manager that the 2010 deal did not apply at their store only a 10 month promo, discouraged we were but we went along with the purchase. Our furniture was scheduled to be delivered on 4/20/07 we were happy due to the fact it was the same day we moved into our new home. How great is that furniture on the move in day!!! Not the case... We received our mattresses and recliner, however the love seat was damaged and sofa on back order till 5/2/07. No big deal Love seat was rescheduled for the following Wednesday we could go with out a sofa for a week or so. Prior to love seat delivery the warehouse called and stated there was something wrong with it and would have to reschedule again... Now we were set for delivery of both items on 5/2/07. The furniture arrived on 5/2/07 (4th attempt for delivery) after they were unpacked there was a cut on the love seat and the sofa had a hole in it. Needless to say we sent them back and got on the phone with the warehouse. The customer service was absolutely horrible we were promised call backs and never received any. I must have called them 8 times in 2 days before someone was wiling to assist. After getting the one and only person at Ashley who new what customer service was I was able to get some minor satisfaction (15% off both remaining pieces) and get a new and hopefully final delivery date of 5/12/07 the rep then contacted the Rockford location to explain the situation and what she did to compensate and suggest they contact me immediately and offer some satisfaction as well and 3 days later I called the manager of the store and would you believe it got absolutely no where and treated like a bum as opposed to a customer. They offer no satisfaction or even a shred of customer care. So now for almost a month the 3 of us have been sharing a recliner. Not sure what the 5/12 delivery will have to offer but we shall see. I can assure you that the rest of our new home will be furnished from a much better and more reliable customer focused retailer.

Regards ,
Couch-less.

Rockford IL ashley is the worst, I bought living room set 2-24-12 paid cash they said if I have it delievered it would be there in a week I live 3 blocks away so I said I would pick it up, they said it wouldnt be ready to pick up in the store till 4-3-12 and that is today I called them to see if it was ready and they said not untill 4-21-12 now! WTF been 2 months already to get furniture and all they would say is sorry! I cant believe how they treat people that dont pay there delivery charge! A friend of mine bought same set 2 weeks later and had it delievered and he already has his! I will never buy from them again and I will make sure to tell everyone I know and even dont know about this horrible company!!!