Less than one year ago we purchased a Splash Chocolate Sectional from this store. Over $3000 spent on this couch. With this purchase, we also bought the Extended Replacement plan. Now, less than a year later, we have pin feathers coming out of one headrest and two cushions have collapsed. We call Ashley about this and what do we get? A clueless salesman who tells us to refer it to a customer care number. After a rather lengthy back and forth, we now have to wait 3 months for them to get the "parts" to "repair" the cushions in the couch. Apparently, nothing is being done about the feathers coming out of the headrest. If I were you, I would steer clear of this company. Terrible customer service and even worse warranty and replacement plans.
Edit: they admit that the replacement plan is not an actual replacement plan. We were lied to when it was sold to us. DO NOT BUY FROM THIS PLACE. 3,000 bucks on a couch, its falling apart and they won't to anything about it.
Update: The promised 12 weeks was up on March 29. I called Customer Care to see what the delay was. I am now being told that I may have to wait until the end of June for the repair. That makes it six months to process and complete a warranty claim. Please, save your money and sanity and give Ashley a wide berth. There are far better stores out there.
Update: Here we are 7 months into the warranty claim, and one month since someone claiming to be from corporate "took over" the case. Still the couch has not been fixed nor replaced and the has been ZERO communication from anyone with Ashley Furniture. Looks like small claims court it is. DO NOT WASTE YOUR MONEY WITH THESE PEOPLE! THEY DO NOT CARE ABOUT THE CUSTOMER AFTER THE SALE!!!
Another Update: Now, eight months in, and still nothing has been done. Promises, then delay, another promise, then a "We can't do that, regardless of what the other person told you."