Ashley Store — Local services in Colonial Heights

Subject: Formal Complaint – Defective Sectional Couch and Denied Warranty/Insurance Claims

Dear Ashley Furniture Customer Service,

I am writing to formally express my disappointment and frustration regarding a sectional couch I purchased from your Colonial Heights store approximately one year ago for a little over $3,000.

Over the past year, the couch began to squeak excessively, suggesting either a loose frame or a manufacturing defect. Because I purchased a $300 Montage insurance package at the time of sale, I contacted the store to file a claim. I was directed to Montage, the third-party insurance company, which reviewed and denied my claim, stating that the issue appeared to be a manufacturer defect and therefore not covered under the insurance policy.

Following their instruction, I contacted the manufacturer directly to file a warranty claim. Unfortunately, the manufacturer declined the claim and referred me back to the insurance company. This resulted in a frustrating cycle of being passed back and forth between both parties without resolution.

In an attempt to resolve the matter, I visited the Colonial Heights store in person, where the manager offered to file the claim on my behalf. I recently received an email stating that this claim was also denied.

At this point, I feel I have exhausted every reasonable option. I paid for both the furniture and the protection plan in good faith, yet neither has provided the coverage or customer service promised. I have also left multiple voicemails with Ashley Furniture’s customer service department and have not received a return call.

All I am asking is for my couch to be repaired or replaced as warranted. I believe it is unacceptable for customers to pay for protection plans and warranties that ultimately provide no assistance or accountability.

I strongly urge Ashley Furniture to review my case and make this right. Based on my experience, I cannot recommend purchasing furniture or insurance packages from Ashley Furniture, as the claims process has proven ineffective...

I recently had the pleasure of working with Noura at Ashley Furniture, and I cannot express enough how grateful I am for her exceptional assistance. I was on a mission to find the perfect bed frame for my daughter's room, a task that felt overwhelming with the sheer number of options. Noura immediately put me at ease with her warm demeanor and genuine interest in understanding my daughter's needs. What truly set Noura apart was her patience and attentiveness. She didn't just point me towards the nearest display; she took the time to listen to my vision for my daughter's space, asked thoughtful questions about her preferences, and carefully considered the room's dimensions and style. It felt like she was helping me create a dream, not just make a purchase. Noura's knowledge of the products was impressive. She expertly guided me through the different styles, materials, and features, highlighting the pros and cons of each option. She even showed me how different bed frames could impact the overall feel of the room, offering valuable insights into how to maximize space and create a cozy atmosphere. Beyond her expertise, it was Noura's genuine care that truly resonated with me. She understood that this wasn't just a bed frame; it was a piece that would contribute to my daughter's comfort and happiness. She treated the process with a level of personal investment that made me feel valued and understood. Thanks to Noura's guidance, I found the perfect bed frame – a beautiful, sturdy piece that fits my daughter's room perfectly and reflects her personality. It's more than just furniture; it's a foundation for sweet dreams and cherished memories. Noura, Gratitude for your patience, your expertise, and your genuine kindness. You transformed what could have been a stressful experience into a delightful one. I am deeply grateful for your help and highly recommend Noura and Ashley Furniture to anyone looking for exceptional service and...

UPDATE MAR ‘24: I am disappointed with the delivery aspect of this store. I was given a delivery date/time window which was sent to me by email and text. That day came and nothing. I tried to call central customer service, which is impossible to get a hold of. When I finally got someone, the rep told me that my delivery was not on the route that day. I was angry because i rearranged my day for this. The rep couldn’t give me a new delivery date. I called the CH store directly and no one was answering the phones/machine said the story was closed. On a random weekday? So I had to go to the store to understand what was happening. At the CH store, I spoke with someone name Kayla. She was very nice, but asked i call back in a few days because my mattress was still on backorder. How is a product that was already confirmed to be delivered still on backorder??? I called back Kayla a few days later and she gave me a new date for the following week (which is now about 2 weeks later from the original date i got). Honestly had no trust that this new date was solid but whatever. It ended up being delivered on the date she gave me. Nice people in this store, but the logistics are awful. If you need something quickly or need to stay home from work to wait for a delivery, I recommend double thinking Ashley.

The purpose of our visit my family was looking for a mattress that we had seen a few weeks earlier. Belinda came to help us out and still broke everything down for us as if we had never seen the mattress. She was very patient with us. She made us feel like we made a right decision. Everyone was very nice who helped us in the process. If you plan on visiting, make sure your day is free because this team really takes their time to make sure all the details are in order. Luckily you get to sit back on the comfy sofas! Thank you Belinda and team for your great...