Complaint Review: ashley fuirniture

Found a sofa in Ashley showroom Humble TX .. visited multiple times to ensure this was the sofa I wanted. Especially loved that it was squishy soft .. great to sink into for a long movie. Purchase price about $1500 +$300 protection plan +$150 delivery. Store offers 14 day no-question exchange policy.

On receipt, I found sofa not only hard as a rock, but unbalanced. Large springs, like on a playground rocking horse, were centered in each pillowseat. Unless you sat balanced straight upright directly atop the spring, you would fall to either side/front/back.  I called the sales rep the same night. He assured me that was just because the sofa was straight out of the factory. The one in the store had been sat upon by many customers to soften it. Give it time, he suggested. Stupidly, I didn't even think about the 14 day return policy.

I gave it 3 months...and it was still hard as a rock. There was no comfortable way to sit on this couch. This is just a poor quality sofa!!! I called the sales rep again and he suggested I submit my complaint to the protection plan service...but don't say "poor quality", he suggested - say there was something wrong with it.  So I called..and when a rep came to my home, he AGREED with me - springs were too highly arched, he said; he'd seen it many times; took pictures, asked what I wanted for resolution. I said exchange for same $$ or greater. He said fine, would submit & get back with me.

Weeks passed, no response. I called sales rep again. He told me to call store manager, Molly, to escalate. I called but she wasn't in so I left a message for her to return my call. She never did.

Almost a MONTH later, I got a message from somebody in customer service saying there was nothing wrong with the couch and they would not be able to exchange it - but have a nice day! I was livid. I called them back, was told, this had gone all the way up the flagpole, and been denied. Nothing she could do. I again called the store manager, Molly. She was very nice, empathized, said she would contact customer service for me and see if there was anything further she could do.

I never heard back from her....and I called MULTIPLE times. She was always “with a customer”, “out of the office” or “on another call”. Then a few days before Christmas, I was watching a movie, perched UNcomfortably on my cheap crap sofa, leaned on the arm to balance myself a little better – AND THE ARM CAVED IN!!!

Finally, on Christmas Eve, I got ahold of Molly. Not surprisingly, she didn't remember me. When my keywords registered (rocking horse springs, cheap crap sofa), she said she was actually only the FLOOR … not STORE .. manager. Everything had to go thru customer service – and if they had denied it, there was nothing she could do. She suggested I contact them again re caved in arm....and apologized.

What good are apologies???? I want another sofa!!! I paid good money for this piece of garbage!! I'm not even asking for my money back!