Ashley HomeStore in Houston, Texas

We purchased a complete set of den furniture (Powered couch, love seat and rocker from Ashley nearly 4 years ago. About 2 1/2 years after purchase the love seat we use every day (we're retired) the finish where our head hits the cushion and the arm rests began to loose color. We had their extended warranty (Montage) and were told that the extended coverage only covered stains, punctures or scratches so we called Customer Care and were able to get someone out that replaced the leather covering, leaving the love seat looking like new. This new leather only lasted another year before it, too, started losing finish color where our heads and hands touch the surface. We called Montage, the extended warranty people and they refused to do anything so we figured that was the end of it and decided to again look at buying new furniture. On a whim, we went back to Ashley and were met by the sales manager (Wesley Boyd) to show us around. He asked if we were interested in leather and that's when I explained we were not because of our experience with the stuff we had purchased previously. Well, Wesley asked if we could wait while he pulled the records for the furniture. When he came back he told us that, while he was always interested in making a sale, we should contact customer care because he felt they might be able to help. We followed up with customer care on 11/20/17, talking to a wonderful lady (Deidre Grayson) who said she'd file a claim if I would provide pictures of the damage and the manufacturer's model / serial numbers. Fast forward 01/29/18, yes it took two months for the process which is a long time BUT Ashley refunded the entire amount of this purchase in store credit. We could not be happier with their response. Pros of our experience: 1) Purchase price refunded 2) Very helpful / friendly people working with us on the issue 3) LaQuita Hunter & Wesley Boyd at the retail store for their help Cons: 1) Substandard quality of our original purchase 2) Time - It took two months to file the claim I will continue to purchase our furniture from Ashely - They made a wrong thing right!