I purchased a couch and loveseat from Star Furniture, and within months the padding under the armrests started rolling up, creating wrinkles that were very visible and unattractiveI was told by Star Furniture that this is considered acceptable from the mass producers (Ashley Furniture), so they will not allow a return, exchange, and they won't even fix the problemI was told that I should have noticed these defects on the floor model (if I'd have noticed such defects, I certainly would not have purchased them)I find it despicable that this company would sell poor quality furniture at a high price and consider it acceptable
TWe did as a company try to do everything in our power to right this situation. We contacted Ashley knowing that they had an issue with some of their material around the same time Mr. [redacted] purchased. They got back with us... promptly letting us know that neither the item number nor the serial number were within that specific time table. At issue here is what is and is not covered by a warranty. This customer had two warranties – one from Ashley and one from Montage. Ashley, the manufacturer, has a 1-year warranty on the actual leather used on their furniture. This covers any defects, cracks, poor workmanship, etc. If there is anything wrong with the actual material, it usually surfaces within a year under normal use. The other warranty, managed by Montage, is a 5-year warranty that covers a wide variety of other issues not covered by Ashley. It’s purchased as an insurance against things like accidental punctures, rips, or stains. Not everything can be covered, though. For example, Montage specifically does NOT cover cracking or peeling on leather or vinyl furniture. They state: “This is because, in our experience, leather cracking and peeling is normally a condition that occurs as a result of wear, maintenance, or the quality of the furniture and how it is holding up over time. We do not make or manufacturer the furniture so how it is made or how it holds up from normal usage is not something we are able to address. General maintenance and cleaning of the furniture is the customer’s responsibility.” This customer’s specific warranty agreement also states: “Wear-related repairs or damage, such as pilling or fraying or cracking and peeling on any leather or vinyl,” is not covered. This is an important distinction - accidental rips versus wear-related peeling - because peeling can be caused by numerous chemicals that neither Ashley nor Montage can account for. Over the course of four or five years, even something as simple as hair spray can accumulate on the back headrest of a recliner. Over time, these chemicals can eat away at and deteriorate the material. ell us why here...
As always, we are very sorry if there are any issues getting our customers scheduled for deliveryWhen customers purchase, the deliveries are set on a first come, first serve basisWe give the customer an hour window, to which
they agree upon, that they will be at their home and available to receive deliveryWe do not call any of our customers on our way to their home to ensure they will be there; this is why we narrow it to a one hour window when we schedule deliveriesWith delivery procedure, if the customer is not home when we arrive, we call all phone numbers given to us and then wait ten minutes before moving on to our next scheduled deliveryIf the customer does not call or arrive in that window, we then charge another delivery fee for the second trip we have to makeThe customer was called on both listed phone numbers and then our drivers waited the aforementioned ten minutesWhen the customer contacted us they let us know they missed their appointment because a golfing event they were attending went longAt this time our delivery drivers were already in route to the next scheduled delivery.
We try to give our customers every opportunity to receive their delivery during the scheduled time frameNo matter the amount spent, whether $or $10,000, all deliveries are treated the sameIt would not be fair to our next customer waiting for delivery if we "turned around" and caused their delivery to be late
We did deliver this customers furniture only two days after their original missed deliveryAs a company we apologize for any inconvenience to the customer, but do not think it is fair to give someone special treatment based on the money they spent, or can offer us, to make them an exception to the rule
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I purchased a couch and loveseat from Star Furniture, and within 2 months the padding under the armrests started rolling up, creating wrinkles that were very visible and unattractive. I was told by Star Furniture that this is considered acceptable from the mass producers (Ashley Furniture), so they will not allow a return, exchange, and they won't even fix the problem. I was told that I should have noticed these defects on the floor model (if I'd have noticed such defects, I certainly would not have purchased them). I find it despicable that this company would sell poor quality furniture at a high price and consider it acceptable.
TWe did as a company try to do everything in our power to right this situation. We contacted Ashley knowing that they had an issue with some of their material around the same time Mr. [redacted] purchased. They got back with us...
promptly letting us know that neither the item number nor the serial number were within that specific time table.
At issue here is what is and is not covered by a warranty. This customer had two warranties – one from Ashley and one from Montage. Ashley, the manufacturer, has a 1-year warranty on the actual leather used on their furniture. This covers any defects, cracks, poor workmanship, etc. If there is anything wrong with the actual material, it usually surfaces within a year under normal use.
The other warranty, managed by Montage, is a 5-year warranty that covers a wide variety of other issues not covered by Ashley. It’s purchased as an insurance against things like accidental punctures, rips, or stains. Not everything can be covered, though. For example, Montage specifically does NOT cover cracking or peeling on leather or vinyl furniture. They state:
“This is because, in our experience, leather cracking and peeling is normally a condition that occurs as a result of wear, maintenance, or the quality of the furniture and how it is holding up over time. We do not make or manufacturer the furniture so how it is made or how it holds up from normal usage is not something we are able to address. General maintenance and cleaning of the furniture is the customer’s responsibility.”
This customer’s specific warranty agreement also states:
“Wear-related repairs or damage, such as… pilling or fraying… or cracking and peeling on any leather or vinyl,” is not covered.
This is an important distinction - accidental rips versus wear-related peeling - because peeling can be caused by numerous chemicals that neither Ashley nor Montage can account for. Over the course of four or five years, even something as simple as hair spray can accumulate on the back headrest of a recliner. Over time, these chemicals can eat away at and deteriorate the material.
ell us why here...
My husband and I purchased a love seat and couch from Star Furniture in Lafayette, IN about 2 1/2 years ago. It was made of Durablend (leather). We also purchased the extended warranty (5 years). We paid approximately $2,000. for the two pieces and warranty. Where the head rests, it started to bubble and crack. Were told by Star Furniture that the oil from our skin made it do that. (and they still sell this) The extended warranty (Montage Furniture Services) said they do not cover bubbling and cracking. I just find it a little odd that someone would sell furniture that falls apart from the oil on your skin. So upset by this company!!! (both of them)
I purchased a couch and loveseat from Star Furniture, and within months the padding under the armrests started rolling up, creating wrinkles that were very visible and unattractiveI was told by Star Furniture that this is considered acceptable from the mass producers (Ashley Furniture), so they will not allow a return, exchange, and they won't even fix the problemI was told that I should have noticed these defects on the floor model (if I'd have noticed such defects, I certainly would not have purchased them)I find it despicable that this company would sell poor quality furniture at a high price and consider it acceptable
TWe did as a company try to do everything in our power to right this situation. We contacted Ashley knowing that they had an issue with some of their material around the same time Mr. [redacted] purchased. They got back with us... promptly letting us know that neither the item number nor the serial number were within that specific time table. At issue here is what is and is not covered by a warranty. This customer had two warranties – one from Ashley and one from Montage. Ashley, the manufacturer, has a 1-year warranty on the actual leather used on their furniture. This covers any defects, cracks, poor workmanship, etc. If there is anything wrong with the actual material, it usually surfaces within a year under normal use. The other warranty, managed by Montage, is a 5-year warranty that covers a wide variety of other issues not covered by Ashley. It’s purchased as an insurance against things like accidental punctures, rips, or stains. Not everything can be covered, though. For example, Montage specifically does NOT cover cracking or peeling on leather or vinyl furniture. They state: “This is because, in our experience, leather cracking and peeling is normally a condition that occurs as a result of wear, maintenance, or the quality of the furniture and how it is holding up over time. We do not make or manufacturer the furniture so how it is made or how it holds up from normal usage is not something we are able to address. General maintenance and cleaning of the furniture is the customer’s responsibility.” This customer’s specific warranty agreement also states: “Wear-related repairs or damage, such as pilling or fraying or cracking and peeling on any leather or vinyl,” is not covered. This is an important distinction - accidental rips versus wear-related peeling - because peeling can be caused by numerous chemicals that neither Ashley nor Montage can account for. Over the course of four or five years, even something as simple as hair spray can accumulate on the back headrest of a recliner. Over time, these chemicals can eat away at and deteriorate the material. ell us why here...
As always, we are very sorry if there are any issues getting our customers scheduled for deliveryWhen customers purchase, the deliveries are set on a first come, first serve basisWe give the customer an hour window, to which
they agree upon, that they will be at their home and available to receive deliveryWe do not call any of our customers on our way to their home to ensure they will be there; this is why we narrow it to a one hour window when we schedule deliveriesWith delivery procedure, if the customer is not home when we arrive, we call all phone numbers given to us and then wait ten minutes before moving on to our next scheduled deliveryIf the customer does not call or arrive in that window, we then charge another delivery fee for the second trip we have to makeThe customer was called on both listed phone numbers and then our drivers waited the aforementioned ten minutesWhen the customer contacted us they let us know they missed their appointment because a golfing event they were attending went longAt this time our delivery drivers were already in route to the next scheduled delivery.
We try to give our customers every opportunity to receive their delivery during the scheduled time frameNo matter the amount spent, whether $or $10,000, all deliveries are treated the sameIt would not be fair to our next customer waiting for delivery if we "turned around" and caused their delivery to be late
We did deliver this customers furniture only two days after their original missed deliveryAs a company we apologize for any inconvenience to the customer, but do not think it is fair to give someone special treatment based on the money they spent, or can offer us, to make them an exception to the rule
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
I purchased a couch and loveseat from Star Furniture, and within 2 months the padding under the armrests started rolling up, creating wrinkles that were very visible and unattractive. I was told by Star Furniture that this is considered acceptable from the mass producers (Ashley Furniture), so they will not allow a return, exchange, and they won't even fix the problem. I was told that I should have noticed these defects on the floor model (if I'd have noticed such defects, I certainly would not have purchased them). I find it despicable that this company would sell poor quality furniture at a high price and consider it acceptable.
TWe did as a company try to do everything in our power to right this situation. We contacted Ashley knowing that they had an issue with some of their material around the same time Mr. [redacted] purchased. They got back with us...
promptly letting us know that neither the item number nor the serial number were within that specific time table.
At issue here is what is and is not covered by a warranty. This customer had two warranties – one from Ashley and one from Montage. Ashley, the manufacturer, has a 1-year warranty on the actual leather used on their furniture. This covers any defects, cracks, poor workmanship, etc. If there is anything wrong with the actual material, it usually surfaces within a year under normal use.
The other warranty, managed by Montage, is a 5-year warranty that covers a wide variety of other issues not covered by Ashley. It’s purchased as an insurance against things like accidental punctures, rips, or stains. Not everything can be covered, though. For example, Montage specifically does NOT cover cracking or peeling on leather or vinyl furniture. They state:
“This is because, in our experience, leather cracking and peeling is normally a condition that occurs as a result of wear, maintenance, or the quality of the furniture and how it is holding up over time. We do not make or manufacturer the furniture so how it is made or how it holds up from normal usage is not something we are able to address. General maintenance and cleaning of the furniture is the customer’s responsibility.”
This customer’s specific warranty agreement also states:
“Wear-related repairs or damage, such as… pilling or fraying… or cracking and peeling on any leather or vinyl,” is not covered.
This is an important distinction - accidental rips versus wear-related peeling - because peeling can be caused by numerous chemicals that neither Ashley nor Montage can account for. Over the course of four or five years, even something as simple as hair spray can accumulate on the back headrest of a recliner. Over time, these chemicals can eat away at and deteriorate the material.
ell us why here...
My husband and I purchased a love seat and couch from Star Furniture in Lafayette, IN about 2 1/2 years ago. It was made of Durablend (leather). We also purchased the extended warranty (5 years). We paid approximately $2,000. for the two pieces and warranty. Where the head rests, it started to bubble and crack. Were told by Star Furniture that the oil from our skin made it do that. (and they still sell this) The extended warranty (Montage Furniture Services) said they do not cover bubbling and cracking. I just find it a little odd that someone would sell furniture that falls apart from the oil on your skin. So upset by this company!!! (both of them)