ComplaintsforBeds 'n' Stuff

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional from the location on West Broad Street. Several days after delivery I noticed a tear at the seams in one of the cushions and immediately contacted them for a replacement and was told one would be sent. I have sent several follow up messages to no avail. Since then, two more cushions have ripped at the seams. When paying $1600 you expect better quality. I now have a 1600 sofa with three cushions already not functional.

  Business response

  11/15/2023

  Ms. ****** made her sectional purchase on 7/26/2023.  On 8/7/2023 the store she purchased it from forwarded a picture from her of the cushion on the armless loveseat. It had a damaged seam and she was requesting a replacement.  I asked for a picture of the tag on the loveseat so I could forward it to the manufacturer as it was covered under warranty.  She sent a picture of the tag for the chaise to the left of the loveseat, a different piece of the sectional.  As each piece has it's own serial number, it is easily identified.  In order to receive a replacement I need to submit the information for the piece that needs to be replaced, not some other random item from the set.  A cushion from the chaise will not fit the loveseat.  This information was relayed back to the store and then to the customer.  I have not received any other information concerning this incident.  Ashley has a 1 year warranty on it's products and is more than happy to send replacements.  I do however have to provide them with accurate information for them to do so.  If they customer can send us pictures of any and all damaged cushions with accompanying pictures of the tags, we are more than happy to submit them for replacements.  Ashley usually ships within a day or two of receiving correct info.  I must add that at no point was customer service ever contacted, only the store.  Our contact information is on the customers Frame Order.  Pictures can be emailed directly to me at *****@wbnscorp.com.  Phone ####-###-####

  Mark Edwards                                                                                                                                                                                                                                                                                    Asst GM

  Customer response

  01/02/2024

     Good morning,

   

  I am dissatisfied and frustrated with this entire process.  I did respond with proof within the portal the SAME day. 

   

  I immediately reached out to Water Beds and stuff when the issue was noticed and was NEVER directed to contact customer service.  I followed up multiple times with NO RESULT and have been more than patient.  I have an expensive couch that is falling apart (2 tears AT THE SEAM and it is fraying everywhere).  At this point I want a full refund or a replacement of the couch.  A couch that is covered should not look like this after less than 6months.   I have been taken advantage of and the company has not tried to rectify the situation.  NOT GOOD BUSINESS.

  Business response

  01/02/2024

  Dear Ms ******, as of today 1/2/2024 at 4:05 I still have not received a phone call at the number I previously provided (###-###-####) or any correspondence from you at the email address I provided (*****@wbnscorp.com).  In your previous complaint on 11/14/2023 you stated that you had 3 seam tears.  In the latest complaint you have stated you have 2.  So, let's try this again.  The sectional you purchased consists of 3 pieces numbered *******, ******* and *******.  Each of these items has a unique serial number on the label attached to them.  In an effort to get these 2 or 3 cushion covers replaced, please take a picture of first the seam tear, then pick up the cushions on just that piece and take a picture of the label that has the item number on it, next to the item number will be the unique serial number.  Then take a picture of the second seam tear and then the label piece for that one.  If there is a third, take a picture of that tear, then also the label for that one.  Note: depending on which cushion covers have the tear, the picture of the label may be the same for multiple cushion covers.  Please email those pictures to me at *****@wbnscorp.com.  Emailing those to anyone else will not help me get them replaced for you. 

  I have been doing this for 38 years and am a bit upset that I have not been able to get you taken care of.  Please send me those pictures as soon as you can.  Those unique serial numbers are what Ashley uses to get you the right parts.

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