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Milford couple frustrated over furniture warranty issues

Posted at 4:18 AM, Oct 30, 2020
and last updated 2020-10-30 09:42:26-04

MILFORD, Mich. (WXYZ) — Buying brand-new furniture is a big deal, especially if you've saved up for it. But imagine if it started falling apart after only a year.

One Milford couple said it happened to them, and the two warranties that should have covered the problem didn't.

Kurt and Teri Jubenville have been through a lot this year. Teri was laid off in March, and Kurt has been laid off twice.

They welcomed a baby, Noah, in June. He had some complications but thankfully got through it.

In the midst of all of this, they say their living room furniture they'd saved up for and bought brand new started falling apart.

There was a tear in the cushion itself; it was coming apart around the frame. There was also a broken board on the back side of a sofa and more issues.

They bought the furniture from Ashley Homestore in Westland in February of 2019. It came with a one-year manufacturer's warranty, but they also purchased a five-year extended warranty.

The couple said the problems popped up with the first delivery.

“We had delivery after delivery after delivery over a three-month period of failed deliveries because every time it showed up at my house it would be defective," Teri said.

They finally accepted the fourth delivery in April 2019.

They contacted Ashley Homestore in April of this year, but the company told them they were outside of the one year manufacturer's warranty, telling them they had to go through the warranty company GBS.

They got as far as a work order to repair the furniture in June, right when Teri was about to give birth. When the family didn't respond right away, Teri said the claim was closed.

So, they started writing reviews online. Ashley Homestore took notice and contacted them. GBS also communicated with them, but still no resolution.

“I bought something brand new hoping it would last [and] bought the warranty in case it did not last, and now they’re telling us, you know, no, it’s just wear and tear, and we’re not going to cover it," Kurt said.

They contacted 7 Action News, and Alicia Smith called Ashley Homestore's Westland store number. After waiting on hold for more than 20 minutes, a representative answered.

Alicia explained the complaint and asked for a company response. Ashley Homestore's senior guest relations manager emailed two hours later saying, in part: "After reviewing this claim in details, I have approved the gust to re-select a new set."

The Jubenville's say if it works out, it would be like Christmas for them after everything they've been through this year.

Teri said they were told the company is going to try to expedite the production and delivery of the new furniture set.