| rev:text
| - Tl;dr:
Their furniture is garbage.
Their customer service is a black hole of multiple people saying "not my problem."
Their "warranty" is a scam.
Avoid these people at all costs. I have no clue how such a deplorable company is still a big name in furniture.
Review:
Our problems started at delivery. They shorted us a bench and a couple chairs we ordered. It took over a month to get the stuff we ordered (which was in stock at the time).
Then, the back of one of our wood chairs had a splinter that caught on someone's sweater and tore a chunk of stained wood off the chair.
Next, the bubbling started. We set a cold bottle of Deep Eddy's vodka down on the high-top "bar" table, and the condensation caused the table to bubble in an area. You know, like the top was made of cardboard.
No problem, we thought. We paid $70 extra for the 5-year "wood protection plan" which was represented to us to cover "any kind of damage that can happen to wood," people not using a coaster was given as a specific example. So, we proceeded to contact the warranty people (within 5 days, because that is a requirement - who knows why), and they set up an appointment for a "tech" to come out and look at the damage.
About three weeks later, Keith the "tech" arrived an hour after the 10AM to 1PM window we were given. Keith looked at the table and immediately said "water damage, huh?" I said "yep," and Keith proceeded to take multiple photos of the table. After about 10 silent minutes of taking notes, Keith pronounced: "yeah, this isn't going to be covered by your warranty, this table clearly has not been taken care of and there are multiple damaged areas" (referring to other small nicks and scratches the table has suffered from use). I asked Keith where in the warranty it says that the table has to be pristine in order for damage to be covered (I was holding the warranty in my hand), he said he has never read the warranty, but that's what they tell him. I asked Keith for a card, they apparently don't give cards. Keith then nonchalantly walked out of my house and told me to "take it up with them."
I called customer service back and found out that Keith wrote in his report I didn't know the cause of the damage and that's why the warranty was being denied, which is BS on so many levels.
Anyhoo, it will be a cold day in hell before I buy anything from Ashley again. I hope this helps some fellow Yelpers avoid the same mistake. If you want cheap furniture go to Ikea, at least you know what you're getting. Otherwise, buy actual solid quality furniture somewhere else. Ashley is a joke.
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