I have spent a month trying to get Ashley furniture to handle a problem with a leather sofa I purchased from them. I called customer service 5 times between January 16th and February 16, 2017. Each time I had to spend between 30-60 minutes on hold to get a live person. Every one of the first four representatives promised me a phone call back with in 24 hours. Ashley has never called me back. I even purchased a 5 year extended warranty on my sofas ( purchased 2 at the same time ) Apparently the warranty does not cover the leather color fading on the sofa. They have told me now after a 5th call that it's not a factory defect. If it is not a defect why is it only happening on one location on only one couch. I will never buy another item from this store and would highly recommend you never purchase their warranties, they are worthless.