Ashley Store — Local services in Joplin

Edit: i contacted the number given immediately after, and included dates given by Protectall that they stated that they sent the request. The proof is in the screenshot about how it went. Same as before. At this point, I'll wait another month and see if anything happens. Again. I'll absolutely change this to a higher star count if I can get this resolved, but as of now, it remains a 1. They claimed to not see my account until the screen shot went through with the information. Then they found it. With the information that i had sent the first time. I don't understand why this is so difficult. It really doesn't have to be. Just reminds me that companies today, don't put forth the effort that we hope for. I get it. Money to be made and lost. But false statements are still false statements.

The furniture is nice, but I had purchased the warranty on a nice couch and love seat. When I asked the salesman if the extra protection warranty covered frame damage, he had no problem telling me multiple times that it did. I'm a bigger guy with some rather rambunctious dogs. Lo and behold, laying on the couch one day and I'm jumped on by the pack. We had minor structural damage! Cracked the frame with the combined weight and pressure from 80 lbs of dog. Tried to file a claim and get the couch repaired. It isnt covered. My mistake for not reading the finer print and trusting someone who works for commission. Lesson learned. Upon reading it though, it states that a refund for a pro rated amount for the warranty could be obtained if canceled. HERE'S THE PROBLEM. I've been trying since November of 2024 to get this situation taken care of. Both parties, the store and Protectall, the third party that issued the warranty stated they need to hear from the other party to confirm cancelation. I've made phone calls, sent emails, physically went to the store for the last 6 months to continuously be told the other party has to be contacted. It's INFURIATING. It's not a small chunk of change either. We threw nearly an extra 800 dollars into garbage. I get an apology and told to contact the other business. Roughly a 20 minute wait time with terrible music. And after over 40 attempts since November, it's not worth it. Ashley claims that if you purchase the insurance and don't use it, it can be used as credit for another piece of furniture in the future. Tried that. They have my information of the claim number when I'm trying to get it refunded, but magically it isn't there when I try to use it to put towards another piece of furniture, paperwork in hand. I don't like throwing the term "scam" around, but I genuinely feel slighted in this situation. Again, the furniture is great, but be wary, read the fine print, and if they tell you any of their plans cover frame or structural damage, ask to see it, and hell, i should have got the...

I purchased a large secional along with their "Montage Warranty" on 11.29.13. and it was delivered on 12.10.13. I absolutly LOVE my couch and thought so highly of Ashley Furniture. I have raved about them for years! well I had to make a claim on my couch. i called the store in November to do so. The man gave me a phone number to GBS, a third party company that handles their warranty. I call, they cant find me in their system, i need my order number and they suggest calling the store. so i call the store, they say they will email me my invoice. cool. A week or so passes and nothing. i call the store back because i never got an email. They re-send it. I finally get it! I call GBS again and they again cant find me in their system... i have my order number! woo hoo! so they file my claim on my couch. The person who filed my claim said that she couldnt find me in their system because the salesman didnt register it at the time of sale but it was no biggy and i should hear from somebody soon about fixing the couch. so i go about my life, thinking of work, and christmas, and our 22 hour drive coming up quickly... i totally forget about my couch. So.. fast forward to monday 🤪 oh ya... the couch...i call GBS back to ask whats up and why i never got a call? They AGAIN cannot find me in their program and AGAIN need the dang order number. I call back with the order number, the girl then tells me that GBS didnt start servicing ashley furniture untill 2016 and since my purchase was in 2013, i needed to call "montage" and gave me a different phone number. So... this is irritating. i call montage and they tell me i am now out of warranty. You have got to be kidding?! So i head to the store because this needs to be fixed and the store gave me the wrong phone number. Paris, the manager, "helped" me.... she tells me to call some customer team and hand me a pamplet. She says that they would be the ones to handle this. so i call and walk around the store. My husband and i are looking for a new bedroom suite... but i assure you, after this, i will never buy from here again. the woman on the customer response team says that she cant do anything. she even agreed that my situation is absurd and that its wrong and my warranty shoukd be honored but, her "hands were tied"... At this time, i straight hand my phone to Paris and let her talk to the woman. In the end, Paris says, "i dont know what you want me to do, im not going to your house to fix your couch"... Grade A customer service right there. She said that i could "take advantage" of the since you didnt use it, you get it back in store credit deal. But i dont want that. i would like my couch fixed because my claim was filed within my warranty period. This whole experience was super disappointing. I still love my couch but i will take my...

On our 20th anniversary we decided to purchase our very first brand new living room set. We wanted leather. We went to the Joplin store and spent several hours talking, reviewing and deciding which set we wanted. We really wanted 100% leather but couldn't quite afford it. So we got several other options presented to us by the salesperson. The salesperson had really talked up the one that we ended up buying. Telling us that although it wasn't 100% real leather that it was very good and durable. We asked specifically about peeling issues. We had seen that a lot and DID NOT want that to happen. We were assured it was a good product. We also had a 3 year warranty on it if there were any issues with it. This was going to be a purchase that might have to last us for the next 20 years! We wanted to be sure it was the right one. We bought the full set and loved it --- at first. Then about 18 months into having it We began to see peeling! I was so disappointed to say the least 😞! I called and got the warrantynumber and called it. I also called the store. No luck! Was told it didn't cover this. It was considered "normal wear" and that if it had been animal scratches or a knife cut they would have repaired or replaced it. What??? You're kidding me? So I could have taken a knife to it or let my cat scratch it up and got a new one or repaired!? Wow. So now I am stuck! Stuck with a piece of Ashley furniture that overall is pretty comfortable and the frame is durable (except on the individual recliner which has broken numerous time) BUT it looks horrible on the outside and is an utter embarrassment and eye sore to tho se who enter or home. My family and company that comes have to pick pieces of the couch off of them almost every time it is sat on. We try to keep it covered but blankets and covers just keep coming off. We spent a lot of money to have one of the most disappointing purchases ever. We waited a LONG time to buy a nice piece of furniture. Who knows how long we will have to wait this time around 😞. Oh...and the arm on the individual recliner we bought has broken numerous times. I would love to be able to leave a better review for this product but I cannot. I will tell you...do not buy a product that is "like leather" no matter what a salesperson tells you. And the warranty? Useless. You will be very disappointed and frustrated!

The salesperson was nice but the purchase is heartbreaking and this is what we have with us for...