All Doug Urban wants for Christmas is working furniture.

“It doesn’t want to go.”

Several months ago Urban bought new furniture from this Ashley Furniture Homestore and over the last few months he has had it repaired three different times for the same warranty issue.

“I can understand once, twice ok now we went through three times let’s do something different.”

The issue urban says is the reclining mechanism of the couch. Representatives of the store say they have and are willing to work with Urban. Urban says repairs aren’t good enough anymore and the store’s three strikes are up.

“I would just like new furniture.”

“Our warranty does not say that would replace somebody’s product but we are responsible for doing repairs,” says store representative Joe Fonti.

The store has had 15 complaints filed against it in the last 36 months with the Better Business Bureau and currently has an f-rating with the bbb. But Joe Fonti says they always try to do what’s best for the customer.

“We feel our obligation would be to do work like that, our company has been in business for 40 years and that would not be a good way to treat customers,” says Fonti.

“The customer is not always right but you do what you can to please a customer, you go above and beyond, you wow them…I wasn’t even looking for a wow just a resolution,” says Urban.

With Christmas just days away, it’s a resolution Urban hopes won’t be a lump of coal in his stocking this year.

Source : www.nbc26.com