Ashley Furniture is a popular choice for home furnishings, but understanding their warranty policies and how to navigate customer service can be challenging. This guide breaks down Ashley’s warranty coverage, claim procedures, and important customer service information to help you get the most out of your purchase.
Understanding Ashley Furniture Warranties
Ashley offers various warranties covering different product categories and components. Key aspects of these warranties include:
Limited Warranties:
- Mattress Proration: After the first year, mattress replacement costs are partially covered on a prorated basis (e.g., 90% coverage in the second year, 80% in the third).
- Cushion Softening: Normal softening of seat cushions is considered wear and tear, not a defect.
- Leather and Upholstery: Warranties cover seam slippage, cracking, and dye transfers. Natural variations in leather are not considered defects. Tears, pilling, fading, and shrinking are generally excluded. Velvets and similar fabrics are prone to crushing and marking and are often excluded.
- Finishes: Damages from excessive soiling, improper cleaning, sunlight exposure, humidity, or liquids are typically not covered. Using unapproved cleaning methods can void the warranty.
- Mechanisms (e.g., Recliners): Defects in mechanisms are often covered for a specific period. Labor coverage may be included for the first year.
General Exclusions:
Ashley’s warranties generally exclude:
- Non-residential use (e.g., rental, business)
- Floor models or display items
- “As-is” or second-hand purchases
- Purchases from liquidators or distress sales
- Damage from misuse, abuse, improper maintenance, or transportation
- Unauthorized modifications
Making a Warranty Claim with Ashley Customer Service
If you need to make a warranty claim:
- Contact Your Retailer: The first step is to contact the Ashley retailer where you purchased the furniture. They will guide you through the claim process.
- Provide Required Information: Have your original bill of sale, product serial number, and details about the issue ready.
- Arrange Transportation: You are usually responsible for transporting the furniture or parts to and from the retailer.
- Contact Ashley Directly (If Necessary): If your retailer is closed, contact Ashley Furniture customer service directly for assistance. You can find their contact information on their website.
Important Considerations
- Read the Fine Print: Carefully review the specific warranty documentation for your furniture to understand the coverage details and limitations.
- Proper Care and Maintenance: Follow Ashley’s care instructions to prevent damage and maintain your furniture’s warranty coverage.
- Labor Coverage: Be aware that labor costs for repairs or replacements might not be covered after the initial period.
Conclusion
Navigating Ashley Customer Service and warranty claims can seem daunting, but understanding the key aspects of their policies can help ensure a smoother process. By familiarizing yourself with the warranty coverage, exclusions, and claim procedures, you can be prepared to address any issues that may arise with your Ashley furniture. Remember to keep your purchase documentation and contact your retailer first for any warranty-related concerns.
