Chelsea
Would not recommend
I had an incredibly frustrating experience with Extend and feel completely misled about what this warranty actually covers. I originally contacted Ashley Furniture because the fabric seam on my washable chaise cushion cover disconnected from the zipper area after only about a year of ownership and being washed maybe four times total. When purchasing the couch, Ashley heavily emphasized how great the removable washable covers were and reassured me that replacement would be simple through the extended warranty if anything happened. Ashley referred me to Extend, and from there the experience became a complete runaround. My first claim was denied. Initially, I was told over the phone it was because “springs” were not covered, even though my issue had absolutely nothing to do with springs. Later I was told that explanation was simply a “system error.” I attempted to refile the claim online, but the system wouldn’t allow me to. I called again and was instructed to email screenshots showing the issue. After doing exactly that, I received a response telling me to call so they could file the claim over the phone instead. During that call, I was then told the previous representative “misspoke” and that the denial was actually because of “zipper damage” — except the zipper itself works perfectly fine. The actual issue is the fabric seam separating. The representative “helped” me refile the claim, though they repeatedly stated they could not “coach” me through describing the issue. I was told to upload photos and that everything should be fine. Instead, the claim was denied again. When I called yet again, I was finally told the claim was denied because Extend does not cover seam or upholstery tears. At that point I asked: what exactly IS covered? The representative suggested I read through the contract to find covered examples myself. After reviewing it, it honestly felt like virtually nothing meaningful was covered under this warranty. The entire process was confusing, inconsistent, time-consuming, and incredibly disappointing. I received multiple conflicting explanations from different representatives and never got a straightforward answer. I absolutely regret purchasing this warranty and would not recommend Extend based on my experience.
Response from Extend, IncMay 11, 2026
Thanks for sharing your feedback. We’ve requested additional information from you so we may look into this further. We look forward to your response and are here to help.