ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A SECTIONAL AND PAID IN FULL ON 11/5/22 AND WORKED WITH **** ******. I WAS ABOUT TO BUY A DIFFERENT COUCH FROM ARHAUS (AS IT WAS IN STOCK AND COULD BE DELIVERED). I WAS PROMISED BY MY SALES REP AND STORE MANAGER (AS HE CONFIRMED WITH THE STORE MANAGER) THAT I WOULD RECEIVE THE COUCH GUARANTEED BEFORE MY HOLIDAY PARTY AT MY HOME (WHICH IS 12/16/22) - PROMISED THE COUCH WOULD ARRIVE AND BE INSTALLED BEFORE THIS DATE. I EVEN CAME BACK AND SAID PLEASE DONT TELL ME WHAT I WANT TO HEAR, I WOULD LIKE TO KNOW THE WORST CASE - THEY SAID IT IS NORMALLY 4-6 WEEKS AS AN ESTIMATE BUT WE KNOW IT IS AVAILABLE AND WILL BE IN MOST LIKELY IN LESS THAN 4 WEEKS. GREAT! I PURCHASED THE COUCH RIGHT THEN. WE ARE NOW AT THE PARTY WEEKEND 12/16/22. I HAVE CALLED MULTIPLE TIMES, THE SALES REP FINALLY ANSWERED AND SAID HE WOULD CHECK ON IT AND CALL ME BACK THAT DAY (THIS WAS TWO WEEKS AGO WITH ZERO RETURNED CALLS TO DATE). I FILED A COMPLAINT WHEN I CALLED ************ AND ASKED FOR THE STORE MANAGER TO CALL. NO CALL TO DATE. I NOW HAVE HAD TO RENT FURNITURE FOR MY PARTY WHICH WAS AN ADDITIONAL $1100 WHICH I WAS NOT EXPECTING AS I WAS PROMISED DELIVERY. ONLY ONE PIECE IS IN (THE CORNER PIECE) AND THE MAIN NUMBER (FOR DELIVERY IMQUIRIES) STATED THAT THERE IS NO WAY TO TELL WHEN IT WILL BE DONE BEING MADE (SO I FEEL THAT I WAS LIED TO AND IT WAS NOT AVAILABLE) NOR WHEN IT WOULD BE DELIVERED. THEY STATED MULTIPLE TIMES NOW THAT THERE IS ZERO ESTIMATED DATE FOR DELIVERY. THIS IS BEYOND ME. I WORK WITH FURNITURE VENDERS AND BUY WHOLESALE FOR MY COMPANY AND HAVE NEVER BEEN TOLD IT IS A COMPLETE UNKNOWN BY THE MANUFACTURER (WHICH IS ASHLEY - THEY MNUFACTURER THEIR OWN FURNITURE) I WANT A DATE FOR DELIVERY PROVIDED SO THAT I CAN DETERMINE IF I CANCEL MY ORDER OR STAY WITH IT. I DO KNOW THAT I WILL NEVER BUY FROM THIS COMPANY ASHLEY/HAVERTIES EVER AGAIN.

  Business response

  12/23/2022

  Tentative delivery dates given at time of sale and are our best estimate based on the current information given to us from our manufacturer, Ashley Furniture Industries. This is noted in the Customer Sales Agreement, which the customer signed and is part of the sale ticket, as seen on the attached signed sales ticket. 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 her furniture. We do not like to make empty promises with dates changing daily on the ETA to the distribution centers by the manufacturer. *** ******* has been offered a split delivery of items as they arrive from the manufacturer, but has decided she wants to wait for one complete delivery. When all the items arrive to our distribution center from the manufacturer, the Call Center will contact the customer to schedule a delivery date.

  Customer response

  01/04/2023

  [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:Rejecting the response.

  When I visited the store, I told the sale person that I was about to buy an in stock couch at Arhaus. I liked a similar couch at Ashley/Havertys. I was asked what was the date I needed the couch by, I responded December 16^th which was our Holiday party and showed them the invoice from Arhaus showing they could deliver the following week (in plenty of time for the party). The sales person went to the store manager and they came back and said “we guarantee that you will have your couch installed by this date if you buy it today” I asked again as this date was a requirement and how could they guarantee this? They responded that the couch was in stock and as it was made in the USA, they did not have the Covid issues of overseas issues. They could guarantee  me the date as all items were in stock and available for me. This was a sales ploy and complete lie. After I bought the couch and called to fololow up two weeks prior to the party, I was told nothing was in stock and that there was literally no answers. Whenever the manufacturer makes it, it will be ready. Yes, they texted me that I could take a partial delivery of the (1) corner wedge piece only with a required full day window and that each additional piece, I would be required to accept delivery separately. That is 7 full days off work waiting for one piece at a time which actually never became available (other than the 1 corner wedge) until I filed a BBB complaint. Now apparently all pieces are available – still no delivery. This is a horrible company that lies to complete the sale only. No follow through. I still do not have the couch AND I had to rent in furniture for my party on 12/16 due to their failed promises. 100% lack of response to any single message and or complaint that I left for them. Not a single returned call to date from anyone at Ashley furniture. This is an awful company. Looking for the sale without delivery of goods. Sales ploys are unprofessional and lies. 

  Regards,

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

  Business response

  01/05/2023

  We understand *** *******’s frustration and disappointment. According to her initial complaint, she stated she was told that as for the furniture’s arrival “it is normally 4-6 weeks as an estimate”. At 6 weeks, that would make the 6-piece sectional arrival date be 12/17/2022. Unfortunately, all 6 pieces did not arrive in that ESTIMATED time frame as the customer confirmed she did not want to take partial deliveries. The customer received her delivery today, 1/5/2023, of the complete sectional. Please see the attach signed delivery receipt.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a reclining sofa along with a five-year Warranty in 2019. In April, the handle to the sofa broke. It took several months to get an appointment, which was to be on July 23, 2022. I waited the four-hour time frame, and no one called or showed up. I then called the warranty department again twice, left two messages, and have heard from no one. I called Ashley Furniture at the Town Center where I purchased my sofa and they told me I had to go through the warranty department, the department that has not called me back. I am so frustrated at this point, I want the money back on my warranty and a portion of the price on the sofa since I can only use one side for reclining or my warranty money and an exchange on the sofa since this is the second time the handle has broken.

  Business response

  08/31/2022

  The Warranty & Claim Department Manager has reached out to *** **** concerning her issue with the third-party insurance company on her sofa repairs and a request for more information was sent to the customer. The manager was able to speak to *** **** and is assisting her with scheduling a technician to repair the sofa in a timely manner.

  Customer response

  08/31/2022

  [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 am waiting to schedule a time for someone to repair my sofa.  

  Regards,

  ******* ****

   

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 12/18/2021 my wife and I bought a dining room table with four stools. Sale # ********* item: ******** as such the legs on all four stools were missing screws, as a result the stools were not safe for sitting on. I went back to store reported the incident to CSR at office and I sent her pictures via email. I contacted the Corporate office on or about 3/2022 to report the incident. At some point I spoke with Manager “*****” on or about 4/6/2022 Mgr ***** assured me she had submitted paperwork for reimbursement for a total of $ 100.00 on 2/8/2022. As of this date 6/25/2022 I have NOT received a red cent. Mgr ***** and I spoke on two different occasions. I believe this retailer has deceived and lied to me. Giving the impression they have done this before. By this time I would request full refund of the $349.99 price paid for the set.

  Business response

  07/01/2022

  Please see attached a copy of the signed sales ticket dated 12/18/2021. Also attached is the signed delivery receipt of the 5-piece dining set dated 12/28/2021. On the delivery receipt there are photos taken of the items at the time of delivery. These particular items were from the showroom floor, as seen on the attached customer’s Purchase History. There is record that the customer called in concerning issues with hardware. The service manager at the distribution center sent a technician to the customer’s home who tighten the bolts and installed any missing screws on 2/8/2022. Paperwork was completed to compensate the customer for the inconvenience in the amount of $100.00 on 2/8/2022. Unfortunately, the refund was overlooked. We have processed the refund to the customer’s credit card and will issue a $50.00 gift card for the frustration of the wait. We apologize for this do hope that the customer will give us another opportunity in the future.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (PLEASE KEEP IN MIND THAT I CANT TYPE OUT THE ENTIRE SITUATION WITH SO FEW CHARACTERS) My husband and I purchased 3 painting from the ************ **, **** ****** Location. 2 of which were the same and 1 that is different. The salesperson lied and deceived us and told us that they would be ready for pickup at the warehouse within a week. When I called the warehouse the first day they were confused and unsure of where the items were. The next day I was called back from the warehouse location and they told me that the items were at the store for pickup. I called the store to confirm and they said they were there. I go to pickup my painting to which point there was more confusion and they basically said that my items weren't there but they could give me 2 of the 3 from display. Although all 3 were on display. I asked why I couldn't have all 3 from display since I was inconvenienced to which point the store manager was blamed. I was also told I had a choice to either take the 2 paintings and order the last one or to order all 3 again but it could take weeks for them to come in. Even though the first person to sell us the paintings never mentioned this. After more confusion and frustration I reached out to corporate via email and a representative contacted my husband, to discuss that the visual manager was not willing to give us the 3rd painting from display even though the reason why we are going through all of this is because of errors made by the store. AND they called themselves so called compromising by giving us 2 out of 3 even though we paid in full and expected everything at once like we were told. The store manager or regional manager has yet to contact us and neither has the visual manager. They have been inconsiderate with our time, they have inconvenienced us, lied and misled us, and still are unwilling to make a simple resolve. This store does not care about customer service at all and treated us unfairly without putting themselves in our shoes.

  Business response

  05/11/2022

  We apologize for the experience and assure you it's not our intent to make the process difficult. When it comes to art in our showrooms, we are obligated to maintain a certain amount at all times and aren't always able to provide what's in our showrooms. Our visual teams work with the sales teams to reduce the time to our guests and allow as much from the showroom as possible. I see the purchase was refunded and we certainly hate to lose you as a guest. Please accept our apologies. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2020 I purchased living room furniture from Ashley furniture at **** ***** **** ***** ************ ** ***** I also purchased a protection plan for all of the items It was delivered in December of 2020. From the moment we got it it was nothing but issues, but Ashley sent a tech and things were repaired. Days after the 1 year warranty expired the frame of the loveseat completely crashed and fell apart damaging our wall as well. I called Ashley furniture and they instructed me to file a claim with the warranty company. I did that on January 20th 2022. As of yet there's no progress on my claim. I called multiple times and was told it'll be few more days. Ashley furniture refuses to even talk with me saying that I need to take it with the warranty company. All I have is a phone number *********** 5 Star Service My claim number with them is ****** We are sitting on the floor after spending all this money with Ashley furniture.

  Business response

  03/25/2022

  We are sorry to hear the guest is having trouble getting resolution on this issue. A member of our guest experience team has reached out to the protection plan provider and we've received confirmation they have a technician that will be going out to review their product in an effort to repair the issues. It's our understanding they've communicated with our guest as well and have committed to communicating outcome of the visit. If there is anything additional needed from us the guest is welcome to reach out to our guest experience team directly. 

• Initial Complaint

  01/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered furniture that was indicated by ******* on 11/29/21 to be in stock so that it could be delivered prior to a move out of state. The ETA on delivery for all items in my order was 1/11/22. I have called the customer service line now over 10 times and it is an endless cycle of no answers where the onus is put on the customer to resolve the situation. This furniture, the counter height Valeback dining table ($289) that is already paid for was not in stock. The information I was given by ******* at time of purchase was wrong. He told me it was in stock and ready for delivery. I asked this point blank no less than 3x while I was in the store the night of 11/29 doing due diligence to only order in stock items. My Longhorn Wall Art ($250) that is already paid for is also on backorder with no ETA, even though it was indicated at time of purchase it was in stock. They had my barstools in stock and I was ready receive delivery. Subsequent to my request to the store to refund the two out of stock items and deliver the one in stock item, the store cancelled my order without issuing me a refund. When I called back AGAIN to check on this the customer service line couldn't even locate the order. The customer service I have received is atrocious. The only way for me to get in touch with the store is to continually call customer service and have them transfer me. Each time that happens, nobody at the store picks up the phone. Customer service suggested I needed to walk in the store. This is 2022, and that is an unacceptable response. I want my Valeback table refunded, my Longhorn wall art refunded, and my 4 bar stools DELIVERED. I paid for ALL of this already, over $2,400!!!

  Business response

  02/10/2022

  ***** –

   

  You can close this one out.

   

  Unfortunately, some miscommunication on our end caused a poor experience for the guest so we ended refunding the guest. We have received an email from the guest that they received the refund.

   

  We can only apologize for the experience.

   

   

  **** *******| Director of Guest Experience

  Ashley HomeStores – Regional Corporate Offices

  ***** ***** **. | ***** *** **** *** | ************* ** *****

  ************  ***** | **********************

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased furniture here for the last several years. We had a reoccurring incident with our dinning room table where it was replaced 2 times in 2020 and then Ashley eventually said here is the $1000 you spent and gave it back on credit so we would come purchase a different item. We bought a table elsewhere at that point. Turn around to June 2021 we used the credit to purchase a power base, bed frame, head board, & foot board. It was scheduled to be delivered in July/August. September rolls around I have not gotten any correspondence in a delay from Ashley and now I reach out to them again, they said everything was in there was a delay with the footboard. We set a date for it to be delivered in September & everything but the footboard came in and the power based was damaged. We had tossed our old furniture the day before and we’re forced to sleep on our mattress on the floor for over a month awaiting the foot board so we could put the bed together. The foot board finally came 10/30 and we put everything together. I contacted the store manager over and over and over again in regards to the damaged power base and the manager just kept saying he would call me back. Fwd to now it’s 12/29/21 I called again and spoke to a female manager who said the power base was re ordered on 10/15 and I’m the only customer in the entire system waiting on that specific base…… no call, no follow up, no follow through, no communication what so ever. I officially am about to dispute the charges on my credit card and file fraudulent charges since Ashley furniture can’t get anything right!

  Business response

  01/05/2022

  We apologize for the delay as we're doing our best to work through product delays. A member of our team has reached out with an update and are currently expecting the base in next week. We'll reach out to the guest to schedule their delivery once the base is here. We appreciate the patience. 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple purchases have been made from this store with two of these orders also including a 5 year protection plan. My wife and I were told during the purchase of both of these protection plans ($699.99 spent in 2015 and $299.99 spent in 2018) that if we don't use the plan for repair, we can apply the cost of the protection plan to a future purchase from the store. It didn't make sense that Ashley would do this but two different sets of employees (salesperson and whomever else is included in the sales process) on both occasions and three years apart told us the exact same thing. If you don't use the plan, you can apply the dollar amount to a future order. My wife even called at one point sometime after our 2015 purchase but before our 2018 purchase to confirm the information previously told to us by Ashley and was confirmed by yet another employee in the local corporate office. My wife attempted to use said credit to purchase furniture during Thanksgiving weekend this year and when she mentioned that we had a credit because we hadn't used either of the protection plans, she was told that they didn't know what she was talking about and that's not how the protection plan works. She talked to people in the store and again at the local corporate office and both confirmed that they didn't know what she was talking about despite Ashley employees in both locations telling us the plan could be used for a future purchase if no claims were made in previous years. We would not have purchased either protection plan had Ashley's employees not been deceitful. Again, two sets of transactions three years apart, two different sets of employees on each transaction plus the corporate office employee all lied.

  Business response

  12/27/2021

  I apologize for any confusion but unused protection plans can be transferred to qualifying purchases if not used in the form of protection only. Unfortunately, it is not transferable to the cash equivalent for purchase of home furnishings.  

  Customer response

  01/04/2022

  [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 this is an explanation of a policy. The complaint was filed because of the multiple people not being truthful with me and my wife about said policy. The desired outcome for this complaint has not been met.
  

  Regards,

  ***** ******

  Business response

  01/13/2022

  Based on the original complaint all information has been provided directly to the store to find a middle ground for any confusion based on this program. I've been in contact with the store manager directly and understand they have reached out. At this point would ask that the guest work directly with the store location. 

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed frame and end table from this company on 10/9/21 with the promise that I would receive the products in their entirety (including set up) on 10/13/21. They brought the items and were missing the headboard so they proceeded to leave everything all over my room. The headboard was not delivered until 11/13/21. When the delivery guys left, I noticed there were screws sticking up-prevent the box spring from laying flat on the frame. I called and was promised someone would call or come fix it within the day-no one did either. I called and stated I wanted to return all items. They picked up the items on 11/23/21-I still have not received a refund. I just want my money back (it is 1300 dollars) and I want their business reviewed. At most, it should take 7-10 days to process at credit/debit return. All of this is unacceptable from anyone, let alone a large business.

  Business response

  12/15/2021

  We apologize for any delay in receiving the refund. We are showing that a refund has been completed on our side for the full amount. Unfortunately, time to process varies by bank but can confirm everything has been processed on our side. Please don't hesitate to reach out if you continue to not see the refund. 

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2017, my husband and I purchased a couch and two reclining chairs. Ashley Furniture suggested we purchase an extended warranty and they stated the warranty will cover any normal wear and tear for 5 years (stains, tears, anything broken, etc.), so we purchased the warranty. In September 2021, I noticed that there was an internal part of my couch that had broke from normal use, and thus the armrest was sagging. I contacted Ashley Furniture right away and found my warranty document. Ashley Furniture directed me to the website to begin a claim. I accessed the website and it stated I had to have a receipt. I was unable to find the receipt in my files, so I contacted Ashley Furniture again. Ashley Furniture told me that they'd send the request over to the store and I would receive an e-mail with my receipt. I never received a receipt. I called them again and they told me the same thing. A week later, I called them again and they said they had the e-mail incorrect and would send it to me with the correct e-mail. I got no e-mail from them again. I then called again and again and the lady kept on reassuring me they would send it to me- AND THEY DID NOT. I then called Ashley Furniture corporate, and the lady on the phone told me she wanted to make sure I received the e-mail while on the phone with her. She made sure I got the receipt in my e-mail and I now had what I needed to complete my claim. I submitted my claim the beginning of November after finally receiving my receipt. On November 17th, I received an e-mail that my claim had been denied due to "Each incident of damage to covered item must be reported within thirty (30) calendar days of the date you discover damage to be covered by your Platinum Plan.". I was outraged to say the least! It was BECAUSE of Ashley Furniture that it was not submitted within 30 days. They failed to follow through and make sure I had my receipt. I almost think it was done on purpose just so I wouldn't be able to file a claim.

  Business response

  11/24/2021

  Our team worked with directly with the protection plan company to try and assist the guest but have been informed that the nature of the issue (frame damage) is not covered through their plan. A guest experience manager from out contact center team reached out to the guest today to talk through the option and let the guest know that unfortunately the issues they are facing are neither covered by their plan or the manufacturer's warranty and discussed the possibility of service. If the guest changes their mind and would like to go the service route we'd be happy to provide that information. 

*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. ↩