We purchased a Porter Bed at a Ashley Homestore *.* yrs ago (July ****) and it recently...
GetHuman1696890's customer service issue with Ashley Furniture from December 2018
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The issue in GetHuman1696890's own words
We purchased a Porter Bed at a Ashley Homestore *.* yrs ago (July ****) and it recently broke for the SECOND time. The first occasion happened while it was still under manufacturers warranty, so a technician came out to fix it. On the first occasion, one of the feet that holds up the slats*cross rails shifted and cracked. The technician fixed the foot. The second occasion it broke, (approximately one week ago), the damage was much more significant. Two of the feet broke off slats (bolts came out), which caused the slats and side rail to incur significant weight, thus cracking and breaking. So * feet, cross rails and side rail are now all broken. Both incidents occurred after changing the bed sheets. upon getting into bed. We speculate that the feet shifted when the bed was being made, which caused the weight distribution change and put tooo much pressure on the cross rails and side rail, causing it to break. This shouldn't happen though!**I have made several calls to Customer Service and also to the extended warranty company GBS. GBS says they cannot fix structural damage, just cosmetic. Ashely's customer service tells me that since the manufacture's ** month warranty has expired, we must incur the cost of technician and new parts (which is essentially a new bed frame at this point). We then went into the store we purchased it from in Franklin TN and were told there is nothing they could do, talk to customer service. **It is unacceptable that a *.* year old bed would break twice. It is more unacceptable that we are being told, 'too bad, pay for the damage yourself." Either there is a structural design issue with this bed, it was installed improperly (by Ashley technicians) or we got a lemon. I hope that the furniture is not so poorly made that this kind of damage seems reasonable and at the fault of the customer. **We are good customers at Ashley and expect better customer service and support on furniture damage that we clearly did not cause. **I would like for a Ashley to offer to investigate the issue further and send a technician out free of charge, at minimum. Ideally, I would like the parts to be replaced at no charge as we view this issue as a continuation of a problem that started while the bed was under warranty.**This afternoon, I have called and left a voicemail message with a customer service manager (Nancy - didn't provide last name in her away message). Last week I asked for a customer service rep to have a manager call me back and never got a return call. **I would appreciate a response from your managerial team on this issue.
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