Complaint Review: Ashley HomeStore - Secaucus New Jersey

PLEASE DO NOT SPEND YOUR MONEY WITH THIS COMPANY!!!   I think it is completely unacceptable spend hundreds of dollars of your hard earned money with a franchise that prides itself with excellence and value in products and customers; but when you have purchased an extended warranty and service is REQUESTED you can not get an answer to when something will be done! I purchased a bed set from Ashley HomeStore (Secaucus,NJ). I am a veteran and had just came back from deployment when I received an advertisement in mail from Ashley HomeStore. Some of the things advertised where nice but not my style. I made a trip to the store and purchased some items I really liked; along with an extended warranty.  

Fast-forward a year.... One evening I am laying in the bed and I hear a crack and then my bed shifts. Immediately, I jump up and see the lip on the inside of the rail (which support the slats for the box spring) is completely broken off. The next morning I call the store where I purchased the bed and inquired about having the rails fixed. I was given the number for   PLATINUM WARRANTY SERVICES - (888) 612-8909   The representative sent an email with instructions on how to submit my claim. I followed the instruction PRECISELY, so there would be no delays resulting from my end. THIS WAS IN THE MIDDLE OF MAY; IT IS NOW ALMOST THE END OF JULY AND STILL NOTHING HAS BEEN DONE!!! I have been given the run-around since my initial email.   Instead of receiving follow-up calls, as promised by Platinum Warranty, I would end up calling for an update on my claim. One call I am told my warranty information can't be found, so they would have to contact the store and it would be in the system in 2-3 days. A week goes by, I call again and still the request hasn't been sent. Another week goes by, another phone is made and still no resolution. Two weeks go by, I place another call, and I am told the paperwork has finally been uploaded into the system and everything has been sent over to customer service and for me to contact customer service. I contact customer service and the rep states my information isn't in the system and that a claim must be filed with them. So, again I explain the situation and give my information and I'm told wait again another 2-3 days.

Three days later I receive a phone call stating my claim isn't handle by customer service but by a totally different company outside of Platinum called Montages. I contact this company and again story explained, information given, and I'm told to wait AGAIN! A week later, I receive a phone call stating the issue is handled by Platinum and Ashley Furniture and I must contact them.   DOES ANYONE DISAGREE THAT I'VE BEEN TOTALLY PATIENT AND COMPLIANT? THAT I HAVE DONE THE LEG WORK FOR SOMETHING THAT SHOULD BE DONE ON THE VENDOR'S END? BUT WAIT THE STORY CONTINUES....   I contact Platinum and tell them of what has happened. They tell me the credit has been sent to Customer Service (they are now providing me with dates and times the messages have been sent). I call the store of purchase they say "Yes, you have a credit for $169." Okay, at this time I'm excited because I finally can sleep on my bed because I've been sleeping on my mattress on the floor. I ask if the rails are in-stock and will it be easier and quicker to have them delivered or picked up. I am then told "The rails can't be ordered because that bed has been DISCONTINUED and the best advice I can give is to contact Platinum and tell them the unit is no longer available and hopefully they will give you a credit or come up with a solution for you."   YES, YET AGAIN I...NOT ASHLEY BUT I....MUST CONTACT PLATINUM AND TELL THEM THE PRODUCT THEY ARE OBLIGATED TO FIX IS NOT LONGER BEING MADE!! MIND YOU NOW IT'S THE 4TH OF JULY HOLIDAY.  

So, at this time I'm furious but yet I still conduct myself in an adult manner. I call Platinum and inform them that the product has been discontinued. They tell me a credit for the ENTIRE unit will be applied and sent to the store and someone will be contacting me. On July 20th, a call is made to Ashley, there is still only a credit for the rails. I call Platinum and speak with a manager by the name of Emmy. She states the paperwork has been sent, provides times and dates of transmittal, and she will call Customer Service herself and have the credit applied, so it can be seen throughout the system and she will be contacting me back in 2 hours maximum. Well, I guess it hasn't been 2 hours yet because I am still waiting for a phone call from Emmy and the date is now July 21st. So, I took it upon myself to call the purchase store and ask if any additional credits have been applied to my name. And of course it hasn't but then I am told if Platinum had applied the credit then it would be in the system because the claims person for Ashley is really thorough. So, instead of me calling and inquiring about the credit with them, that it needs to be taken up Platinum. And this was just said to me at 5:30 pm EST on July 21, 2018.  

If anyone has any ideas of what my next steps should be, please let me know. I have been in war situations, where I've been treated with more respect. But when I am home in the U.S., I can't get service for the things I've bought, which have a warranty. Should I ditch everything and go to Raymour & Flanigan Jersey City Furniture and Mattress Store