ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Dining Room set on 6/9/2020. With this we purchased the 5 Yr protection plan. We were told that it covered accidental spills and that if a seat or the table top had gotten soiled or discolored it would be covered. We asked at the time what would happen if we had a soiled seat cushion from one of the kids getting food on it or something. They told us we initiate a claim and the warranty company will send a technician to clean the area. If they are not able to clean it they will replace it! We agreed that was worth the additional investment and purchased the coverage with that in mind. For the first time we tried to submit a claim based on several of the seats with stains from the kids. We also have discoloration on the tabletop that needs attention. Upon filing the claim we were denied as they said it was not covered. We want a resolution to this as we paid for a service that we are being denied. Either Repair, replace or give us a store credit and we will find another set. *** ****

  Business response

  03/06/2024

  The majority of ****** HomeStores are individually owned and operated; we are franchised/licensees. Mr. & Mrs. **** are correct that they purchased a Platinum Protection (PLT) Plan from an ****** HomeStore. The store they purchased from sold their business at the end of May, 2022. The PLT Plan is a third-party insurance plan used by the previous owner to protect the customer’s purchases from accidental damages. Decisions on what is covered are not made by ****** Furniture, but by the Platinum Insurance Company/Risk Assurance Partners. The information that the customer provides to Platinum when filing the claim is used to determine if the claim is covered under the plan details. It would be best to follow up with the insurance company as to the reason of the denial. This complaint needs to be addressed to PLT/Risk Assurance Partners directly. 

  Customer response

  03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21372165

  I am rejecting this response because:  I *** ****, in good faith made a purchase from ****** furniture for a product with a protection plan.  I was INFORMED by an ****** Furniture Representative that I would be PROTECTED for such incidents as mentioned previously.  Passing the buck and making me now "chase" the 3rd party that was contracted by ****** Furniture is not any way to treat a customer.  I want a representative of ****** to contact me and work on this incident to come to a resolution.

  Regards,

  *** ****

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a section on 12/9/22, along with a Guardian protection plan. We noticed that spilling water on the couch caused the fabric to stain. Guardian sent a technician to clean it in ***** **** and made it worse. We placed another ticket in ***** **** and they ordered fabric to the technician can reupholster it. It has been almost a year and they couch is still not fixed. We have placed several complaints to no avail. We have asked Ashley to replace the sectional with another one since the fabric on the one we bought is defective, to no avail.

  Customer response

  02/06/2024

  We purchased it at the Ashley Store in River City Drive, Jacksonville, FL in the St. John Town Center

  Business response

  02/12/2024

  Please see attached a copy of Ms* *********** signed sales ticket dated ********* in the amount of $******** This is for a six-piece sectional and an ottoman plus the added 5-year Guardian Protection plan. Guardian is a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Guardian Insurance Company. Pamphlets and flyers are available in the stores outlining the coverage. The information that the customer provides to Guardian when filing the claim is used when they determine if the claim is covered under the plan details. Items were delivered on 11/15, 11/18 and 12/10/2022. Please see the attached signed delivery receipts. A representative from the store called into our Service & Warranty Department on ******** on the customer’s behalf to report issues with the sectional. Service and Warranty followed up with the customer asking for photos of her issues with the sectional, see attached. The customer explained how she used “soap and water” on the sectional and it caused it to darken. She was advised that staining is not part of the manufacturer’s warranty and she would need to contact Guardian. (See attached Service Request Reports) On ********* and 1********* parts were ordered for Ms* *********** sectional per Guardian’s Authorization that were sent from the manufacturer directly to the customer’s residence.  From the emails received from Guardian, they were unable to remove the stain from the chaise and have authorized the replacement of the chaise. A copy of a Guardian flyer is attached and it states; “full item replacement if unable to clean or repair”. Any further issues Ms. ********* has with her sectional, she would need to contact Guardian directly at ************. Stain removal in not part of manufacturer’s warranty, nor was the material ever found to be “defective”. This complaint needs to be directed to Guardian if the customer is not satisfied with Guardian’s decision or service.
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a leather set been bout 5 yrs now,it lights up . Approximately 7 months after I bought set, over 8 grand, the couch stopped working .I went back n fourth with their repair company about them coming out to replace the whole cup holder assembly, switch part of that assembly, they said that was the issue. It was horrendous dealing with the repair company so much that mgr ****** got involved, said it was ridiculous, i said who you telling.Finally after over a month , they *******)replaced the couch. I told ****** my concern was if this went bad so early, what happens when it does out of warranty? The tech that came out just to verify it was the switch/cup holder assembly said it’s a big issue with this furniture and has replaced a bunch.My response, GREAT .This furniture is maybe 5 years old now but still has tags on it. Don’t use it much .it’s in a secondary room . They replaced the couch , moving forward,THE FURNITURE NOW HAS A RECALL, lights can heat up and cause a fire .And the switch stopped working on the recliner.To add to it I called in for a repair on the recliner as IT STOPPED WORKING.maybe a yr ago ,When they called me about repairing it , I canceled it as it was working again .WELL NOW ITS STOPPED WORKING. When I got the recall , they said Ashley will call me and they said let them know about the switch . The never called !!!I only the repair company they subcontract with to pick from 2 dates , both a Tuesday between 8-12. I CANT DO THAT. I WORK !!! I need a Saturday, it should be when convenient for me not them .It was in a email and text I got from repair company So I called them. Girl was like the first encounter, matter a fact attitude and said your ticket was closed. I said what do you mean closed ? When ? She said bout a hr ago, because I responded I needed a Saturday , so they just closed the ticket . Here we go round 2. I bought 3 piece from Ashley, not the repair company. Sos# ******* That number was with FSN.repair#excuse caps,pasted

  Business response

  11/03/2023

  Mr. ********* was delivered his 3-piece sectional on 10/18/2019, please see attached sales ticket and delivery receipt. The sofa was exchanged as he stated, on 5/28/2022, due to damage. The recall on the sectional the customer purchased was issued by the manufacturer, Ashley Furniture Industries, as our stores are individually owned and operated. Affected customers were notified directly from AFI and were asked to register on AFI’s website for the number of cupholders needed to fix the issue. After registering with AFI, customers received a text. A copy of Mr. *********’s text is attached. The text was sent on 10/20/2023 explaining that the cupholder kits were being sent directly to his home and that he would be receiving a call from a third-party technician, Furniture Solutions, to schedule the installation. We understand the customer’s frustration with scheduling the third-party technician. Unfortunately, we do not have any control of another business’s scheduling department. It would be best for Mr. ********* to continue this matter directly with FSN. They should be able to work with the customer and his schedule. 

   

   

   

  from the desk of

  Sue Ruffing

  Audit/Dispute Resolution Dept.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased bedroom furniture and the 5 year ******** ***** ******* ********* ********** **** on 7/26/21. Anticipated delivery on 9/7/21 and did not receive our furniture until November 2021 after we called and complained about not being delivered on time. They did refund the delivery fee. On 9/11/23 we came back from vacation and noticed the mirror had slid down drastically. The mirror was not properly placed and screwed in when assembled. We took pictures and filed a claim only for it to be denied and told by * **** ******** that it was the store’s responsibility to fix it because it was not assembled properly. We went to Ashley and they told us there was nothing they could do because our manufacturer warranty expired after one year of delivery. We have been back and forth trying to get Ashley’s people to fix it because they installed in wrong in the first place. Our only option is to pay for a technician to fix it. This is bad business! Why have a warranty that you purchase that won’t even send someone to assess the damage and fix it. And if your employees messed up on the install then you should want to fix it. We will never go to them again.

  Business response

  09/29/2023

  The majority of Ashley HomeStores are individually owned and operated; we are ********************. *** ******* was correct that she purchased a ******** ********** ***** **** from an Ashley HomeStore on 7/26/2021, see attached signed sales ticket. All the items she purchased were delivered to her on 11/4/2021 in one delivery trip, as requested by the customer. Please see the signed delivery receipt with photos. The store *** ******* purchased from sold their business at the end of May, 2022. The *** **** is a *********** ********* **** used by the previous owner to protect the customer’s purchases from accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the ******** ********* ************ ********* ********. The information that the customer provides to ******** when filing the claim is used to determine if the claim is covered under the plan details. During the timeframe of this complaint being filed, *** ******* and other customers like her, have received a letter from us explaining how to best contact ******** ********* ******** directly. This letter provided the customers the phone numbers and an address as a contact to help them with their questions and claims with **** ********* ********. As *** ******* 1-year manufacturer warranty expired on 11/4/2022, she would need to contact ******** ********* ************ ********* ******** as outlined in the letter sent to her.
  

  Customer response

  09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: We have already called the **** ********* ******* and they said that the reason the mirror is falling out of the dresser is because of how poorly it was assembled. They denied our claim we filed.Our only option is to pay $99+ to have a technician come fix it. No one wants to take responsibility for the poor work or want to fix it without charging more money and the pictures taken after install don’t show the back of the dresser/mirror. 

  Regards,

  *** *******

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted the warranty’s department regarding the color coming off the leather on the couch. Sent pictures as requested and spoke to a **** *** with the warranty department ************ and she said that the warranty did not cover normal wear and tear. This furniture was $3000 per couch and less than a year old can you help

  Business response

  06/30/2023

  Ms. ******** did purchase 2 power reclining sofas with adjustable headrests on 11/19/2022. She was delivered on 12/2/2022. Please see the signed sales ticket and delivery receipt with photos that are attached. The customer called our Warranty & Service department on 6/12/2023 to report issues with “discoloring” on one of the sofas. The customer was asked to submit photos of the issue to better understand the problem. Unfortunately, discoloration is not covered under the Manufacturer’s Warranty. This was explained to the customer on 6/20/2023.  The BBB complaint Ms. ******** wrote is dated 6/21/2023. In the meantime, the Service Department has been researching other avenues that may be open in helping this customer. They were able to obtain a credit for the customer for the affected sofa. The Service Department contacted the customer on 6/30/2023 to explain the process and is currently working with the customer to help her resolve her issue. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a coffee table and two end tables from Ashley in April of 2022. At the time, the salesman said he was throwing in a 5 year warranty with our purchase. We were not given a chance to review or reject this. We later saw we were actually charged $60 additional for this warranty, not given it as the salesman had suggested. The leg on the coffee table broke completely off within 6 months, and upon reaching out to Ashely customer service, we were told the warranty is done through a third-party (something we were not told about at the time). It has now been 6 months of calling Ashley, being shipped the wrong part (5 times), scheduling a technician to come out months later, just to not be able to fix the table because Ashley sent the wrong part AGAIN. We've been stuck playing monkey in the middle between Ashley and the third party. This coffee table has been sitting broken in my apartment for 6 months taking up space and there is no end to this nightmare. Ashley tells us whatever we want to hear to get us off the phone and this never gets resolved. I need a resolution to this issue or I will have to take legal action.

  Business response

  05/10/2023

  Attached please find a copy of the customer’s signed sales ticket dated 4/10/2022 for the cocktail table, 2 end tables, delivery, 5-year protection plan and taxes. The customer received delivery on 4/15/2022, please see the attached signed delivery receipt with photos. On 1/27/2023, the customer contacted our Warranty & Service Department to report the issue of the leg of the cocktail table being broken, see the attached report. The necessary part was ordered under the 1-year manufacturer’s warranty and sent directly to the customer from the manufacturer. The customer notified Service upon receipt of the part and a third-party technician was scheduled to do the installation. The technician called to confirm the day of the service call on 3/8/2023. The customer stated that they were not home and that they received the wrong part, see technician’s report. The third-party technician billed us for the last-minute cancellation on the service call. Another part was ordered to the customer and, upon receipt of the part, an in-house technician scheduled. The customer confirmed the serviced date of 4/28/2023. The customer cancelled the morning of 4/28/2023. The customer was rescheduled for 5/4/2023 with the third-party technician. On 5/3/2023 the technician reached out to confirm with the customer. The customer texted to cancel the service call due to the wrong parts being sent, see attached. On 5/9/2023, the Warranty & Service Department texted the customer requesting photos of the incorrect parts. Attached is the text message from the customer with the photos. The customer has been receiving the correct parts but is refusing service. We will honor the 1-year manufacturer warranty (which expired on 4/15/2023) for this specific repair of the cocktail table’s leg until 5/31/2023. The customer has a third-party 5-yr protection plan which can be utilize until 4/15/2027. 

  Customer response

  05/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: As you can clearly see in the photos I sent you, you HAVE NOT sent me the correct part. Instead, I have five of the wrong part which the service team cannot do anything with. This is one of the worst customer service experiences I have ever had, and I will be pursuing further action. 

  Regards,

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

  Business response

  05/12/2023

  As stated in the previous response, the customer’s 1-yr manufacturer’s warranty expired on 4/15/2023. We ask that he schedule a technician before 5/31/2023 and allow the technician the opportunity to evaluate and install the parts the customer has received. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased ******* **** bookcase bed set on 03/15/23 in store at 4663 River City Dr Jacksonville, FL 32246. Items delivered on 03/25/23 with broken/damaged headboard. Contacted customer service on 03/25/23, they advised to do an even exchange and was advised to go into store to alert them. Went into store alerted associate there, he advised to do an even exchange and submitted the request. Contacted by separate division on 03/29/23 requesting proof of damage and that they would not be honoring even exchange without proof submitted. Submitted photos and video evidence of damage to headboard. Went directly into store same day. They advised they will submit complaint. They contact on 03/30/23 to have me sign acknowledgment of even exchange. I have yet to receive my headboard and after numerous contact attempts and speaking with two supervisors, no one can tell me when my item will be delivered. This company has lied and provided false dates of 1 week, maybe 2 weeks each time I call; with apparently no way to confirm if it’s sitting in a warehouse or needs to be built. Who knew Ashley furniture doesn’t have a way to track their items and they don’t have anyone that oversees logistics. I paid for my item, you delivered it broken. It has been a hassle to get an even exchange and I still do t have my item or an expected delivery date. I want my item!

  Business response

  04/14/2023

  Attached is a copy of the customer’s sales ticket dated 3/15/2023. The items were delivered on 3/25/2023, see the attached signed delivery receipt. On 3/27/2023, the customer reported to our Warranty & Service department damage to the headboard. Pictures of the damage were requested to better evaluate the issues of the headboard. The customer visited to store wanting a replacement in lieu of repairs. The store manager granted this request and wrote the attached sale that the customer signed on 3/30/2023. On 3/31/2023, the customer was sent a text message stating “we don’t have an estimated arrival date for the new furniture… Merchandise can take 2-8 weeks to arrive”, please see attached. The pandemic of COVID-19 has affected the supply chain and rate of production. Though shipping times are improving, there are still delays compared to pre-pandemic orders. We truly understand the frustration of the customer for waiting on the furniture. We do not like to make empty promises with dates changing daily on the ETA to the distribution centers by the manufacturer. When the item arrives from the manufacturer, the customer will be contacted to set a date for the exchange.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a powered reclining sofa set in 11/2021 and it was delivered in early 2022. When I purchased it I was told this was the top of the line model and I paid almost $7000 for it. Within a few months of minimal use - as I live alone and am only home for a couple of hours in the evening, it started to make a squeaking noise. I called about the issue and they sent a tech who stated it was just friction with the leather and sprayed some lubricant. Within a few hours of him doing this the noise was back and alsos occurring on other moving parts of the sofa set so I had to call again. After several more calls the same tech came again and stated there wasn't anything he could do and this would be ongoing. So I went to the store at the St Johns Town center, where I purchased it and spoke to a manager, who stated he would send an email to the service department and I would hear back within 3 days. I waited over a week with no response and had to go back to the store again and spoke to another manager who stated he would send another email but that the tech had stated there wasn't anything wrong with the item. So I sent an email and a text to this manager with a video of the noise it makes when it moves - it's very loud! No response. Then we called the national number and spoke to the service manager, *******, who stated we would hear back in 48 hours but no response still. I am at a loss as to what to do now so I am filing a complaint. My previous sofa was also a powered leather reclining sofa (and about 1/5 of the price of this one) that lasted 11 years and never made any noise till the end. I am very disappointed in the quality of the product, although I like the appearance and the functionality. The total lack of concern about this issue is unbelievable! I need to resolve this issue as I can't live with the noise this sofa makes even though it's from friction - obviously it was made defectively and I paid a huge amount for it.

  Business response

  01/27/2023

  *** ***** purchased a sectional and dining set on 11/26/2021, please see the attached signed sales ticket. The customer was delivered her sectional on 1/8/2022, please see the attached signed delivery receipt with photos. The customer contacted the Warranty & Service Department on 10/10/2022 concerning the “noise” the Left Arm Facing Recliner was making when putting the chair in a reclining position. Based on the information the customer provided, the service department ordered parts that were sent to the customer’s residence directly from the manufacturer. A technician was sent around 12/7/2022 to do the install. When he arrived, he found that the noise the customer was experiencing was not mechanical but the rubbing of the leather when the chair was being reclined. The technician used a leather conditioner on the item and explained that an application of a conditioner/softener will need to be done periodically. Due to this BBB complaint, we have reached out to the customer to offer to send out the technician to do another inspection of the recliner. The customer has not set a date at this time for the technician’s service call.
  

  Customer response

  01/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  This is my response:

  We spoke to someone from Ashley on 1/25/23 and she told us that a technician would call to schedule a time to come out but we still have not heard from anyone.

  Business response

  02/01/2023

  *** ***** is currently scheduled to have a technician come to access her sofa on Saturday, 2/9/2023. This was the earliest date the customer was available.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a mattress, paid full price $2,471.42 on 11/11/2022, didn't accept the first mattress due to poor visual look and strings all over it. Received another mattress within a week and after sleeping on it for three days it started to sink in the middle. I called Ashley furniture and opened up a case, twice. Ashley said ****** **** was to honor my warranty only to be told that Ashley was responsible. I do not want to get another item from this store, just want my money back. I mentioned that I am currently under doctor case due to a lower back issue and that's why I purchased a mattress. As of today 1/11/23, my health is getting worst and I can't afford to purchase another mattress without this refund.

  Business response

  01/18/2023

  Please see attached a copy of *** ******** signed sales ticket dated 11/11/2022 for which she purchased the mattress only, as she planned to use her existing foundation. The delivery was complete on 12/13/2022, see attached signed delivery receipt with photo. The customer contacted the Warranty & Service Department on 12/19/2022 concerning the issue with the mattress “sinking in the middle”, see attached Service Request Report. Photos were requested from the customer, and have not yet been received. The service representative explained the process of the vendor’s Warranty Claim Forms needing to be completed and offered to mail her the packet. The customer refused the offer to be sent the Claim Forms. It is stated on the signed Sales Agreement section of the sales ticket, that “mattresses are non-refundable”. We are willing to assist *** ****** in the vendor Warranty Claim process if she will accept and complete the forms to show that the mattress is defective.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning of December we bought a living room leather sectional from ***** at the Town Center location. the furniture was delivered On 13 December by two individuals who were very careless with it and my home. nearly knocking over our Christmas tree. upon uncartening we noted the foot rest was broken on one of the recliners. that recliner was taken back at that time. After the Delivery persons left my wife and i took a good look at the furniture. and noticed cuts and tears along the corners were it had been bumper and rolled on its way in the house also looked like posable knife cuts from unpacking. We immediately made a request for replacement over the complaint line and at the town center location. I also asked at that time if we could exchange the center console ( Also damaged for a 4th chare / recliner. I received a response VIA TEXT on 20 Dec, staying i could get a $249 discount and keep the furniture I had. Please NOTE I am Still missing one piece. I declined that offer. Again we visited the town center location, speaking with ***** I was assured everything was taken care of. we would get the damaged pieces replace a and exchange the consul. Today January 10 i get another text saying they will replace the damaged 4 pieces. will not exchange console for chair. What i want. 1 end recliner REPLACE, 1 Middle Recliner REPLACED, Consul Replace with a MIddle Chair. And the clock we also we promised. ALL AT NO ADDITIONAL COST TO ME. and I want it Yesterday!!

  Business response

  01/17/2023

  We reached out to *** ******* to better understand the situation. An agreement was made to pick up his damaged items for a full refund. He scheduled his pick up for 1/20/2023. After the items are received into the distribution center, a request for a refund will be submitted to his financing company.

  Customer response

  01/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

*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. ↩