Extend, IncReviews of extend.com

I am writing to express my extreme frustration with the handling of my account and my ability to file a claim. I called to place a claim and was informed that my contract was canceled, yet simultaneously told that the company had no record of my contract. After I provided a copy of the contract via email, I called and was told it would take seven business days to "create" the contract in their system, followed by four business days to receive an email allowing me to file a claim, and an additional seven days for that claim to be reviewed. These delays are unacceptable. While the company has had no issue collecting my money, they have placed numerous hurdles in the way of fulfilling their contractual obligations. This review made all the difference. The company contacted me the next business day and resolved the issue. Thank you.

I purchased a love seat from Ashley furniture in March of 2025. I recently noticed a nail protuting from the frame causing damage to pillows and providing me with uncomfortable seating. I have submitted claim by calling and emailing both Ashley furniture and Support.extended.com. I have gotten the run around from both customer services. I've given up on getting my furniture repaired or replaced and will never purchase anything from Ashley or extended protection service again

Their customer service is horrible. I will never pay for Extend shipping protection again. It’s so hard to get anything done. Save your money. It’s definitely not worth it.

Absolute garbage - auto rejected my claim for a stolen package with absolutely no follow up. I am now out $300 and do not have my product.

I received broken product (windshield wipers from BMW) - I have photo evidence of busted-up box and wipers snapped in half - my claim was approved. It was a no-brainer. Then they send me an email with a link to a "Virtual Visa Card" so I can repurchase the items, but the page where the Visa Card supposedly is... is blank. They are not solving this for me. I keep getting the runaround and disjointed replies from their support. I have not received my claim money. They are also unprofessional and rude in their replies. I am going to have to issue a chargeback and also complain to BBB and anywhere else I can. Merchants beware. Do not contract with these clowns. They do not care about your customers.

Timeline: Ashley order #181017710 (delivered 02/13/2024). Chair leg broke during normal residential use on 01/05/2026 (structural failure). Claim filed 02/13/2026. Denied only because it was reported 39 days after discovery (9 days beyond the 30-day notice rule). Appeal denied. They told me I can “order a new leg from Ashley parts.” This plan did not provide protection for a real structural failure because of a minor reporting delay. If you buy this protection plan, be aware that the 30-day reporting window is enforced strictly, even for broken parts under normal use.

They should have a zero available. I feel SCAMMED. I filed a claim in January and never received an email response. I checked the website and found that my claim was denied the same day, with no explanation provided. I purchased an outdoor furniture set, and the cushions' fabric is deteriorating. They are only 2 years old, and I purchased the 3-year plan. I have had outdoor furniture for over 10 years, and this has never happened before. I contacted Homary first, and they told me Extend should cover it since I purchased the extended warranty.

If I could rate them no stars I would. I purchased an extended warranty from Ashley furniture (The Sales rep Robin - mislead me to believe I could get my furniture cleaned at any time) back in Dec 2024. I new I was moving so I was in no rush to get the furniture cleaned until after I had moved. I moved Dec 13 2025. I contact Extend warranty on Dec 18, 2025. They had no record of my warranty. I spent countless hours going back and forth between Ashley furniture and Extend warranty to get the information to set up my account. I was told it would take around 14 days. Fast forward to Jan 12, 2026 I contacted extend to see if my account had been set up. It had not, I then contacted Ashley's furniture to have them email again the documents Extend requested. Feb 7 I contacted Extend via phone and email. I was advised during the call back on Monday. Monday Feb 9. I received an email stating that my account was set up under an email that was not associated with me. I went back and forth with the rep trying to get the account set up correctly. While I was on the phone, the lady submitted a claim for me. (Keep in mind I only purchased the warranty based on what the Sales lady told me "You can call and get it cleaned whenever you like". I logged into the account on Feb 13 to find my claim had been denied. I spoke w/Rep - who stated because I marked on the claim that it happened over a period of time, the claim was denied. The worse company ever. The account is still incorrectly set up as it has someone's else information in the profile and you are denying the claim because it happened over time, but you never even had an account set up for me when I first purchased the warranty and it took you over 45 days to even get this incorrect account established. Never again.