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BBB Accredited Business sinceAdditional Locations
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Ashley Furniture Homestore - Grass Valley offers furniture retail services.
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A BBB Accredited Business since
BBB has determined that Ashley Furniture Homestore - Grass Valley meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Bureau of Electronic and Appliance Repair, Home Furnishings and Thermal Insulation
4244 S Market Ct Ste D, Sacramento CA 95834
Phone Number: 916-999-2041
The number is 151954.
Type of Entity
Business ManagementMs. Michele Peterson, President Ms. Lucy Baker, Office Manager
Furniture - Retail Mattresses Office Furniture & Equipment
Alternate Business NamesRiver Rock Interiors, Inc.
Products & Services
Ashley Furniture Homestores is a retail furniture store.
Industry TipsPut Your Worries to Bed: 7 Tips for Buying Furniture
161 Mill St
Grass Valley, CA 95945 (530) 273-8400 Directions
PO Box 1239
Grass Valley, CA 95945
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: We purchased a couch this June 2016. We quickly saw that the couch had a large and obvious defect. I called for service and spoke to *******. We made an appointment for the following week. When the appointment day arrived, nobody showed up and nobody called. I called and talked to ******* again, where he informed me that he simply forgot the appointment. We made a second appointment and he did come out and assess the problem; the couch was indeed defective. He had to order the part, which took 3 weeks to arrive. An appointment was then made for the repair. On the morning of the appointment; one hour prior, I received a phone call telling me that the replacement parts were not reviewed before making the appointment and indeed the parts were wrong and somewhat brushed it off. This is now the third day that I have had to miss work, reschedule my day and lose money. I was offered the floor model, but I did not pay for a used couch and declined the offer. I did call and complain to the manager, who was nice enough, but seemed unmoved. Only after I had to ask, he agreed to give me a future purchase discount. Finally, the right part was then ordered. Another 3 weeks plus passed, when I received the call. When I called back to talk to *******, I asked if he would be available this last Monday, Columbus Day to do the repair. He told me that he would have to check his availability for that day and would call me back. This was over a week ago and I never had my call returned. Apparently forgotten once again! So, basically, I purchased a full price defective couch, which I have been forced to live with for over 3.5 months. I am concerned at this point to try for a fourth fix/appointment as I fear I will lose yet another day of work and income.
Desired Settlement: I would prefer a full or partial refund, or a new replacement but I am open to discuss alternative resolutions.
I have called the customer and apologized for the slow manner in which this complaint for handled. I also apologized for the lack of customer call back on the part of our customer service department. This is not procedure and not the way we have ever handled issues with our customers. I also advised the customer that we are ordering a brand new sofa for them despite the fact that the issue was only a folded piece of padding under the arm. Our policy has always been customer first and their satisfaction is primary. I will loose money before upsetting a customer if the issue is our fault.
Consumer Response: I was contacted by the owner and she offered to replace the couch with a new one, including free delivery. I am satisfied with this more than generous resolution.