Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch within the last few weeks (current date is 7/5/24) and had to return it to due to it not fitting into my home. I called them, they told me the expectations for returning the couch, and I met them. I had called and told the sales associate who had been working with me about the problem. He had graciously walked through the return process with me. He told me he was submitting the return for refund (I had bought the couch with the organizations credit card I had on file) when I spoke with him on 6/24/24. Today, on 7/5/24, I received a notification that my credit score had dropped significantly. I checked my accounts to find that the charge for the couch was still on that card. I called the store to clarify and the sales associate who Id worked with previously told me he hadnt submitted the return for a refund because I mentioned coming back into look at other pieces. He called it a swap. When I pressed for information, he said he hadnt processed the return because he wouldve applied it to whatever purchase I came back in to make. This was never communicated to me when I was asking to return the initial purchase. I never asked for this to be done. It seems to be extreme common sense to refund someones purchase when they return something (which was told to me would be done initially) instead of holding it in the account. I am extremely angry and am unsure what sort of compensation can make up for my credit score being negatively affected.

  

  Business Response

  Date: 07/20/2024

  We thought the customer was going to reselect a different set. We apologize for the misunderstanding.

  Customers account was refunded 7/3.

• Initial Complaint

  Date:06/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During the first week of February 2024 I attempted to reach Ashley Furniture Store located in Anchorage, Alaska over a significant repair needed on a purchase recently made. There was no response to my request for service via their warranty department customers are directed to on their website to contact.Eventually I reached an in store, main floor sales person. After lengthy conversation he offered a several hundred dollar reimbursement for defect. In addition I requested a cancelation of the extended five year warranty I had purchased at original transaction. The agreement was for the amounts mentioned to be applied to my account with Synchrony. (Which is now paid in full & closed)Days went by with no contact or action by Ashley Furniture or any contact. Again I reached out to the local store personnel. I was informed as we were now in the weekend, no managers were available to process agreement. Eventually speaking to another employee the following week,they launched a bait and switched. They claimed their protection contractor,************ Department, was who I had to contact fir repairs after I exhaustedly told Ashley Furniture I would be filing a formal complaint against them. FEA Warranty requested pictures of damage and item number, which I quickly supplied. They never returned reply afterward.After speaking with Ashley Furniture Industries corporate over demands for repairs and cancelation of 5 year extended warranty ****************** emailed on March 19, 2024. He ended with, "I would like to speak to you when you are available to discuss the options to get this resolved for you in a timely manner.:Hope to hear from you.Respectfully,*************************** ******************* Manager I immediately replied to his email. After 5 emails with complete history of exchanges, ****** sympathized with lack of action and integrity, writing, "****************, Please let me follow up with your claim. Ill follow up with you once I have a solution." He nor anyone has.

  

  Business Response

  Date: 06/27/2024

  So this is where we are:
  We received an email about this situation on 2/16. 
  Our warranty department emailed the customer the same day.
  She responded after close of business.
  We contacted her again at 3:13pm on 2/17 requesting photos. We received the photos in 2/19.
  We responded the same day that we have ordered replacement parts for her. 

  The part has arrived, we contacted the customer to schedule an appointment to fix her daybed. She refuses to let us do the repair.
  
  At no time has anyone in FEA approved a refund of the FFP. 
  It not something we would or will do 10 months after delivery.
  

  The customer filed a complaint with ********************************************* ***************** They found our attempt to resolve this to be satisfactory.

   

  *********************

  Director of Retail Operations 

  Furniture Enterprises of Alaska

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21855290
  
  I am rejecting this response because:

  After considerable time without contact from Anchorage Ashley Furniture Store or their in house warranty department, as promised by telephone, weeks earlier, we reached out via email on February 16th, 2024.
  
  
  Their warranty department did not return reply the same day as **************** wrote in their response. It was the following day, February 17, 2024 they sent a message at 4:53PM. We immediately responded February 17, 2024 a mere 8 minutes later at 5:01PM including 6 pictures of damage. Not two days later on February 19, 2024. Also notable, unlike **** stated, we responded hours before Ashley Furniture Store closed at 8PM. Not after hours.
  
  
  It was Ashley Furniture warranty department that did not respond again until February 19th, 2024 at 12:36PM. We replied a little under an hour later at 1:26PM.  **************** declares in their BBB statement, they ordered replacement parts. Untrue. They wrote they'd be happy to order. We never heard from the warranty department again after that email.
  
  
  30 days later on March 19, 2024, we had confirmation no one at Ashley Furniture or their warranty department had ordered replacement parts for repairs. 
  
  
  Relaying to Ashley Furniture ****************,  Anchorage Ashley Furniture Store had become ghost when Corporate asked if our issues were settled, we were subsequently contacted by ***************************, Alaska ******************* Manager. We received his email at 3:37PM, on March 19th. We responded 26 minutes later. Five emails went back and forth on that day.
  
  
  ****** promised to reach out with a solution after we explained the ridiculous handling of our customer service issue.. On March 27, 2024, when we had not heard from ****** in a week, we emailed him. He ignored the message. We have not heard from anyone from Ashley Furniture until this response to BBB.
  
  
  Two clear evidences Ashley Furniture nor their warranty department ever intended to honor manufacturer warranty, is proven in ******'s email. He didn't announce parts were in. He didn't offer to schedule repairs. He said he'd follow up with our claims to resolve warranty departments non-compliance. 
  
  
  Additionally. As we were reviewing emails to respond to ****************, we noticed for the first time, in the second round of photographs sent at warranty departments request, to include snapshot of serial number of damaged merchandise, we sent a picture  of  UPC clearly marked it was for the daybed storage drawer. A separate, purchase. Not included with daybed.
  
  
  Acknowledged by warranty department and *************************** in multiple correspondence is the damage needing replacement was on the daybed frame. Had anyone actually began the replacement order process, they would have realized our mistake and asked for the necessary numbers. They did not.
  
  
  Another untruth from **************** is Ashley Furniture **************** found Anchorage Ashley Furniture Store handled complaint satisfied. Ashley *********** and Ashley **************** have referred reference numbers to our open complaints. They are not satisfied. 
  
  
  **************** said the quiet part out loud. And, in writing, "At no time has anyone at FEA approved refund on FFP. It is not something we would or will do 10 months after delivery".
  
  
  FEA - Furniture Enterprises of Alaska, *** boasts of doing business in Alaska since 1972. They are surely aware our Alaska ********** of ******** and Alaska ************************* for Consumer Protection have statues on timely return of unused extended warranties. 
  
  
  On their own official, Ashley Furniture website, the rights of Premium Protection Plan cancelation are highlighted in PDF.
  CANCELLATION: This Plan may be cancelled by You for any reason, including, but not limited to, the Furniture covered by the Plan being sold, lost, stolen or destroyed. To cancel the Plan, contact the retailer from which You purchased the plan from. 
  
  
  For whatever reason(s) Anchorage Ashley Furniture Store refused to honor manufacturers warranty before it expired. I have experienced significant loss of use and enjoyment. The daybed should have had a decade worth of use. It already crippled and less than half life.
  
  
  If the holdout to repair was an attempt to bait and switch warranty repair to a higher service call payout using the 5 year extended warranty policy, the daybed is now sold out on Ashley.com. No replacement can be made of same model in new condition. Any other model would render daybed storage box useless and would not match the desk purchased to complete set.
  
  
  Let me finish by returning in part, ******************** declaration.  Giving up our consumer rights is not something we would or will do. 
  
  
  The only resolution that is acceptable is a 50% return on damaged daybed amounting to $450. And the entire return of the Premium Protection Plan fees that were solicited to using misrepresented facts by Ashley Furniture Sales person.. $389.99 for a total sum of  $838.99. Restitution to be made in form of guaranteed cashiers check, sent by certified mail.
  
  
  Should Ashley Furniture Store refuse this opportunity to resolve with Better Business Bureau mediation we will continue to pursue remedy elsewhere. 

   

   

  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/03/2024

  The business has refused to return reply to me response of their July 27, 2024 statement. Which contained admission they are violating Alaska State Commerce by refusing to refund extended warranty. 

   

  "At no time has anyone in FEA approved a refund of the FFP. 

  It not something we would or will do 10 months after delivery."

   

   

  After reviewing the company's history, I believe their intent is to cease all meaningful dialog in hopes of exasperating our time. Expecting like other customer complaints we will move on. 

   

  We are giving the owner the last opportunity to refund half the purchased price of damaged daybed and the full purchase Premium Protection Plan. Otherwise we will go forward with formal complaints to our Alaska ************************* and civil action demanding jury trial alerting the public of their business practices. 

   

   

  Case Number

  21855290

   

  ************************;

  

  Business Response

  Date: 07/17/2024

  This is in response to the customers claim we didn't intend on repairing her daybed:

  I contacted Guardsman, they have no record of the customer filing a claim.

  The customer is correct, the *** photo she sent is of the storage box. We discovered this shortly after she sent it,

  We have a full-service shop, we stock many parts. After examining the other photos the customer sent, we determined we have the correct part in our inventory.

  ****** contacted the customer via phone to schedule an appointment to repair her daybed, she refused. 

  We still have the replacement part available & are happy to make the repair,

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21855290
  
  I am rejecting this response because:

  Again, Anchorage Ashley Furniture Store - Furniture Enterprises of Alaska attempts a Bait and ******************************************************************** Manager never contacted us to schedule a repair. FFA nor Ashley Furniture Store will be able to produce a time or date of supposed call. We have never received any such contact and our phone records will prove this should we have to file formal complaint elsewhere for recovery. All correspondence after initially alerting Anchorage Ashley Furniture Store was done in email specifically to have written evidences. 

  Secondly, the picture Ashley Furniture included in their response here is of a single board that is an  EXTERIOR piece. As seen in multiple images submitted by us to Anchorage Ashley Furniture Store and included in our BBB complaint the damage involves several pieces in the interior. Also noted in an email sent by *************************** on March 19, 2024 at 4:21 PM "On the day bed I saw a picture with a damaged Headboard and some slats." They knew over four months ago there were several components that were required. To this date, they still do not have the items needed to repair. 

  If Ashley is a full service shop as they recently claimed, there was no need for them to order parts as they stated they had to. Nor would they have to have serial numbers on unit, which they admit in response was uncorrected 

  Further proving they never had any intentions of honoring manufacturer warranty. 

  Anchorage Ashley Furniture Store adds in their response here, they contacted Guardsman. This brings to light to very important points.

  First, if anyone at Anchorage Ashley Furniture Store had meaningfully read our BBB complaint they would have read in our submitted email by *************************** ******************* Manager in March 19,2024 his account, " I can see you were still under the one year warranty through FEA and so any repairs would have gone through our department. Guardsman warranty does not apply till after one year so if any claims were submitted to guardsman before the year they would decline the claim."

  Of course Guardsman would not have a claim for repairs. For the very reason *************************** detailed.

   

  Secondly, by stating they have been in contact with Guardsman about my warranty, they had the opportunity to fulfill my demand to cancel the 5 year Premium Protection Plan warranty and refund me and end this outrageous situation they've created. 

  The process of extended warranty cancelation is clearly stated on their company's official website. And, as a licensed business owner in the state of Alaska they know, they are required by law to refund on demand of cancelation. Which they have not even though they know they must and have been in contact with Guardsman specifically related to my warranty. 

  It is obvious by this latest response *********************, owner of Furniture Enterprises of Alaska which owns and operates, Anchorage Ashley Furniture Store will put energy in misleading terms and events in attempts to not comply with Ashley Furniture Industries corporate policy and Alaska State law. 

   

  However I will still give them until July 24, 2024 to fully refund 5 year Premium Protection Plan as it was canceled months before manufacturer warranty coverage ended and it started along with 50% of damaged daybed purcase.Total sum to be sent by certified mail in form of a Cashier's Check. If not received I will pursue recovery and all additional costs to do so along with additional penalties allowed by Alaska State laws. Up to and including my right to request a jury trial in small claims.

   

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/29/2024

  Although I have proven I am owed,

  I have not received refund from *********************, owner of Anchorage Ashley Furniture Store and Furniture Enterprises of Alaska over cancelation of the Premium Protection Plan 5 year warranty his company billed me for April 14, 2024.

   

  Today I have written confirmation from Guardsman, who ********************* contracted the extended warranty protection plan policy from.

   

  Guardsman in detail explain *********************, nor any employee or others, acting on behalf of his businesses communicated cancelation. Guardsman representative wrote the process of reimbursement, which is as stated on Ashley Furniture Industries own website. ********************* is responsible for reimbursement on demand 9f cancelation. 

   

  I am asking you to forward to **************** my intention to file a small claims action personally against him should he not respond immediately with full payment as instructed in last sent and received BBB correspondence. 

   

  I am kindly requesting, if there is no response in a timely manner, to close my complaint as unresolved so I may begin legal proceedings to hold ****** accountable for shady business practices. 

   

  Respectfully,

  ************************;

  

  Business Response

  Date: 07/30/2024

  We will not be refunding any money to the customer.

  as she stater we are independently owned. The policy on the Ashley Furniture Industries web site is not ours.

  We offer a 7 day return policy.

  the customer signed they she read & agreed to our terms. When she contacted us she was well past our 

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21855290
  
  I am rejecting this response because:

   

  *********************, owner of Furniture Enterprises of Alaska which owns and operates Ashley Furniture Store under an Alaska  business license  ********. 

  
  **************** cannot claim no man's land - as an independent  seller legally. He is bound to comply with Alaska State Consumer protection laws. In addition to not complying with Federal Trade Comission, as a licensed business owner.
  
  I am grateful and appreciate Better Business Bureau for their outstanding efforts to help resolve my situation. 
  
  Sincerely,
  
  *************************