Business ProfileforAshley Furniture HomeStore

I purchased a lot of furniture 7/7/2020. I also purchased a 5 year extended warranty for $629.00. I have paperwork and was also told that damages that could not be repaired would ve replaced. I have a headboard that has material on the back that was severely damaged. I made a claim 2/11/2024 and waited almost 2 months with no reply. I got a hold of someone yesterday who was so rude and condescending. He stated that my nightstand was normal wear and tear (btw all Ashley furniture is so cheap with just stains on top tomato it look like pretty wooden furniture). He said the headbaord would not be covered bc the material had separated. I informed him that the material had an accidental rip in it and was cut open. After asking to speak to his supervisor or the owner of the company he said he would send it for review. I then called Ashley Furniture and they inferred me that every store is a franchise and that they only hire 3rd party vendors to handle their claims and they cannot stand behind anything they do and if they decide that they wil not repair or replace then there is nothing they can do. This is unbelievable business practice. I was sold under the premises that if any accident occurs they will cover it. Otherwise I would not have spent the money. Now no one is taking responsibility for this matter. I will NEVER ever buy from Ashley again unless they make this right and replace the headboard or repair it.

The majority of Ashley HomeStores are individually owned and operated; we are franchised/licensees. Ms. S******** is correct that she purchased a Platinum Protection (PLT) Plan from an Ashley HomeStore on 7/9/2020. The store they purchased from sold their business at the end of May, 2022. The PLT Plan is a third-party insurance plan used by the previous owner that was offered to the customers to protect the customers purchases from accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Platinum Insurance Company/Risk Assurance Partners. The information that the customer provides to Platinum when filing the claim is used to determine if the claim is covered under the plan details. It would be best to follow up with the insurance company as to the reason of the denial. The customer did file a claim for the same issues with Ashley’s Service & Warranty Department on 7/22/2021. This was addressed and repaired at no cost to the customer under the furniture’s 1-year Manufacturer’s Warranty though the customer was just outside her 1-year mark (7/9/2021). This review needs to be addressed to PLT/Risk Assurance Partners directly.