Ashley let us down, we will never consider doing business with them again. We purchased a sectional sofa and recliner chair in a Florida store @ St Augustine. It was just under 5K for all. Three weeks later it was delivered. The delivery guys damaged the wedge section during delivery ripping open the fabric on one corner and exposing the particle board frame underneath. They tried to hide this and other issues too. While inspecting before signing I discovered this and asked about it. They made a call and put their "manager" on speaker phone. They gave us 3 options. 1. Refuse the section and wait 3 weeks for a replacement (we should have done this) 2. keep it and have it recovered with new fabric 3. If we didn't like the repair, we were told we could get a replacement. We wanted something to sit on so we mistakenly took their offer of repair. this was a very, very bad choice. We figured covering the damage with a blanket would be good enough for now and began the waiting game thinking that we would be taken care of. We placed the furniture in its final position later that day, while doing this I also discovered the plastic leg in the back of the wedge was falling off when you lifted it due to a stripped screw and also the pins down below that join the sections together are falling out and the inserts are stripped. I had to go up to Home Depot and buy new parts to fix all this. Needless to say, this is not what one expects to do with new, “expensive” furniture. Three weeks later a package of fabric arrived at our door and several days later a repair guy came to recover the wedge section. We watched while he did this, after removing the cover and exposing the inner particle board frame we were horrified at what we saw underneath. See my pictures below to illustrate this. The back boards were falling down, staples sticking out everywhere, etc. Absolutely horrible. It looked like a 4-year-old cobbled it together using scraps of wood from a junkyard. My wife turned to me and said, "We paid almost 5 grand for this junk"? Yep, we did. The repair guy even told us the rest of the sections are probably like this too and you should ask for a replacement. He recovered the section and left. The repair does not look like new "factory work", the stitching is off, the stuffing is not the same and there are too many flaws to mention here. We took pictures of this and sent them to Ashley asking for a replacement as we just are not satisfied with the repair. Weeks went by, I emailed and called them every day asking for a solution. When we finally did get someone on the phone, they were rude and told me that we needed to send more pictures and claimed that we signed a document stating that we were stuck now with the repair. Looking over all our paperwork there is nothing that says this and we never signed such a document. We quickly realized this was going nowhere. They lied about our options, they lied about signing nonexistent documents, the delivery guys lied to us, on and on. We now have no choice but to file with the BBB and hope we can get a resolution. We wanted to be nice and try and work with them, the final straw was the rude "customer" service lady on our last call. Talking to them is pointless. Lesson learned: do not trust anything they say and if you get something damaged delivered to your house by them, refuse it without question. The bottom line is that our new 5K couch is basically garbage inside and we made a bad choice by trusting Ashley.
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