Emily R.

We purchased our couch and two rocker recliners one year ago. Upon purchasing our furniture, we also purchased a warranty. On July 27th, we pulled our couch out to lay on the bed. Upon sitting down on the bed, the metal mechanism pictured, bent (with one person) rendering us unable to put the bed back into the couch. We immediately contacted the representatives from Protect All, the insurance company from which we purchased our warranty. Due to the bent metal mechanism, the bed was unable to fold back into the couch and was stuck in an upright position. For this reason, the representative "OK'd" the removal of the bed. It is in Protect All's warranty information that if we 'do not protect the furniture from further damage,' the furniture will not be covered by warranty and the representative was in agreement. The couch being stuck in the upright position would have posed a safety risk to our family and the weight, undoubtedly, would've caused more damage to the cheap metal used to manufacture it. Protect All scheduled a video consultation a week or so later. During the video consultation, the representative apologized and said that the next phone call we would be receiving would be within a week from a technician to schedule a time to come out and repair the couch. The next contact received was over a week and a half later and it was not a phone call. It was a cold email, denying our claim, stating that the reason they wouldn't help was because we "removed the mechanism." Despite getting clearance from the representative on the night it occurred, this is their reason for not honoring the warranty we purchased. I've also tried to contact Ashley HomeStore several times in an effort to get it fixed under their mechanism warranty, which should have been good for 3 years, to no avail. The individuals I have spoken with on the phone have been as equally cold as their emails. Representatives from Protect All, refusing to escalate or transfer your call. Representatives from Ashley promising a return call, without intention of doing so. I believe that if we wouldn't have removed the mechanism, they would have found another reason not to honor the warranty. It's clearly a money game. I will absolutely, without a doubt, never purchase anything from Ashley Home Store, or Protect All again.