ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a dining table and chairs on August 28, 2021; sales order *********. It was scheduled to be delivered September 25th. I was charged for the purchase the day I made the order. As September 25th approached, I called Ashley Furniture as I had no heard anything about it. I was told my order was backordered and to continue to call back to get updates. I was told I could call and cancel and get a FULL refund with NO problems if it continued to get back ordered. I called the first week of November and was told part of my order was back ordered until January now. I asked for a refund and to cancel my order. They said they needed to call the store to do so. They couldn't get in touch with anyone they said and that they emailed the store to contact me. I have called back 3 times now and each time get told they can't get in touch with anyone at the store to issue me a refund. So now I'm stuck in a position where I have ordered an almost 2k dining set that they magically can't refund me for because they can't get in touch with anyone. I have talked to Tameka several times as well as Marcus when I call. I was told a supervisor would call me back and that also has not happened. This seems like a huge scam.

  Business response

  11/10/2021

  We apologize for the delays in reaching out. The order has been cancelled and the guest refunded. 

• Initial Complaint

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1641.44 amount paid may 16 2021 The bed frame i ordered. Which was delivered in july has missing scres amd nuts. They have sent me a hardware pack that didnt have correct nuts or screws. I asked them to please read the directions to the otem and it has a list of what materials you need. They again sent me the wrong items . Wothout the nuts or screws. They said a warehouse manger got the parts. Now they are trying to dleoevry bed rails hopong the hardware will come woth it. Yet they refuse to delievry to me on a Saturday btween noon to 4 they say they have no control over when a delivery can be made. I am a truck driver i am only avaible during that time as i cannot guarantee i wilp be home any earlier. And if i miss their delivery they threaten a 99 charge. Uet all i need is 8 acrews and nuts . It ahould be a small paxkeg that can fit in a mailbox or they could have theor manger delivwr it to me . I am tired of waiting and they are too slow.my bed frame sits incomplete

  Business response

  09/22/2021

  • This guest has been taken care of and we had our drive team out and install the hardware and put the bed together. We apologize for the delay in getting this setup correctly.

  Customer response

  09/22/2021

  Still waiting for response on partial refund or credit as they also said they would take care of a month ago when i asked for further compensation

  Business response

  10/04/2021

  We had a manager reach out to the guest today and provided a gift card for the problems he had.

   

  Sounds like he was accepting of the resolution.

   

  Should be good to go now.

   

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

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: July 16, 2021 Amount:$5609.36 Business provide for me: To have technician to repair and assembled the furniture. Sofa is wobbly, bed frame is cracked, night stand handles and charger need to be attach, entertainment needs to be assembled. No bed springs or mattress -- needed 5 drawer chest and one drawer night stand. Nature of dispute: Call 5 times -- was promise on date and time that a technician will fix the issue -- no one showed up or delivery denied that the issues has to be done. Furniture was suppose to provide for me by the end of August. I am paying another month of furniture rental of $350.00. No trying to resolve: When I was set up a time and date -- no one showed up or delivery man denied o having to do the required issues. Acct# *********

  Business response

  09/08/2021

  We've been in contact with the service and delivery managers in an effort to resolve the issues. Our service tech was out today and we've confirmed from both the technician and our guest all items were repaired as requested. Additionally, our warehouse team has scheduled the delivery of the final pieces for this Friday. We've provided feedback to our drive team management on the overall delivery experience and are addressing the concerns directly with the drive teams. We apologize the experience didn't go as expected and hope we've been able to resolve your issues appropriately. 

  Business response

  09/20/2021

  The bed frame and mattress were delivered on 9/10 and we’re working on getting the rails replaced as per service. We agreed to exchange her night stand out for a tv stand and the guest was provided reimbursement due to inconvenience. At this point we’ve done all that was asked and simply are waiting on final replacement of the bed rails. I understand this guest doesn’t want it closed but we have done everything the guest was asked.

   

   

  **** *******

  Customer response

  09/21/2021

  [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:  I didn't use the dining table and stool till 9/18/2021.  I have noticed on one of the stool -- when sitting -- one of the legs are shorter than the other 3 legs.  When sitting -- it caused the seat to rock.  I put a service request on this.  Hopefully it will be service soon -- as I will have another surgery on October 5th.  I appreciate this matter to take care of the situation as soon as possible. 

  Regards,

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

• Initial Complaint

  09/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased new bedroom furniture on July 5 at Ashley in River City marketplace. We were told there were manufacturing delays and it would probably be 4-6 weeks, but at the worst case - 8 weeks. That would put delivery end of August/early September. We kept hearing nothing. Finally received a text and email to reply with updated information. After going back and forth, we finally were advised it should be ready in October, but no true ETA. That is well past the 'worse case scenario' & months past the original timeframe. I inquired then about obtaining a refund so I could take my business elsewhere. Received no response. I was told I could come in and select other furniture that might could be ready sooner with no guarantee. Why would I restart the process and waiting over again? Why cant Ashley give me an accurate ETA on the furniture or offer either a refund or at the least knock some off the price for the pure inconvenience and poor Customer Service. Calls have not worked.

  Business response

  09/22/2021

  We’ve processed everything on our end and guest should have the refund at this point.  We’ve let her know she just needs to call into the store. We called her to confirm she has done that but we’ve not heard back.

   

  Thank you!

   

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

• Initial Complaint

  08/24/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 19, 2021, I purchased a dining room table from Ashley Homestore. I still have not received my table. We have been without a table since that date. I have called several times and they continue to increase the date I can expect it to be delivered.

  Business response

  08/31/2021

  We understand the frustration of delays and are doing our best to manage what we have control of. Looking into the guests file, the dining room table was delivered on 8/28/21. We appreciate your patience and apologize for any inconvenience. 

  Customer response

  08/31/2021

  [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,

  ****** *****

   

• Initial Complaint

  08/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Metal Arc Lamp ordered on 2/21 - we received it months later not sure of the exact date. Upon setting it up at home, we noticed the dimmer switch was not working. The lamp only strobes or is bright, it does not dim like it should. I called the Jax office to advise and they ordered a replacement which came in while we were on vacation Memorial week. We picked up the replacement on 6/11 only to bring it home and notice that one of the lamp arms where the bulb goes in was broken and damaged. We then brought that one back to the warehouse within hours and was given another lamp. This time the girls in the office stated they tested it and that it worked. It did not, everything was wrapped in plastic and if they would have tested it like they said they did it would have never given it to me. On 6/12, I spoke with ****** ***** and she put in a order for another replacement. As of 8/2, I spoke with ***** no ETA given to when the lamp will arrive - frustrated and tired of dealing with them.

  Business response

  08/03/2021

  This guest contact our contact center today and spoke with a manager. Looking at the file the refund has been already processed as requested. We apologize for the inconvenience. 

  Business response

  09/22/2021

  We’ve processed everything on our end and guest should have the refund at this point.  We’ve let her know she just needs to call into the store. We called her to confirm she has done that but we’ve not heard back

  Customer response

  09/22/2021

  [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. I have received my refund and this case can be considered closed. 

  Regards,

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

   

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a bed frame, mattress and dresser. Once delivered, the bed frame did not come with proper parts and was left in the room until we could get resolved. They finally came and got it, but we have yet to receive our refund. I did not want a replacement due to HORRIBLE Customer Service. I have been told I’d be called back at least ten times and was not. This includes the sales manager. So we can’t seem to get a call back or our refund. One lady said we’d be expedited and would call me back. No call. I need the money to replace their poor product but can’t seem to get it back or speak to anyone. They just say they’ll call us back and don’t. I’d like my money.

  Business response

  08/17/2021

  We are showing the guests check was sent out on 8/5/21 so the guest should have the refund at this point.

  Thanks.

   

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

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/10/2019, I bought Furniture intending to have a long time, good quality furniture so I believed Ashley was the best choice. Wanting 2 keep this furniture 4 the long haul, I purchased a 5 year PLATINUM warranty for $829.99. My total that day was $6963.00, I paid in full that same day. I was told this was my best option since it was high quality furniture & wanted to keep it in good condition. Part of my purchase was a Wooden bedroom set including a Headboard & nightstand. On 3/29 I was cleaning my headboard & the paint was coming off as I wiped. The more I wiped the worse it got. The nightstand is deteriorating as well. I filed a claim & sent pics. 4/2/21 I got an email denying my claim for reasons they can use to deny any claim sent by anyone. I paid $6,963.00 for my furniture and warranty instead of just going to a swap meat/warehouse store. I felt scammed into buying something they knew I wouldn't be able to use. I was never provided a copy of the warranty.

  Business response

  07/20/2021

  A member of our team has reached out to Ms. *****. We understand how frustrating it can be when product doesn't live up to expectations. We've agreed to make this right and have replaced the pieces as a courtesy. 

  Customer response

  07/24/2021

  [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. However, please leave complaint open as I have not received the replacement items as promised by Corporate office person ******. I have not been notified or received a timeframe or date for replacement of items.

  Regards,

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

   

• Initial Complaint

  07/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed room set and a mattress back on January 2021 from Ashely furniture they offered me a promotion saying that the mattress will cost me 1300$ with the purchase of the bedroom set and financing it through synchrony bank, i accepted the deal and closed. Now when it came to deliver the furniture it got delayed so many times ,when the finally delivered it was damaged (the headboard came chipped and cracked ) they ordered me the part that was cracked in order for a technician to come and fixed it they sent me the wrong part then the reordered it again it came wrong part again then decided to to order me the whole headboard instead of just the cracked part and told me it will be delivered on certain time but it never got delivered Now i have damaged furniture at home not replaced no been fixed by the whole thing cost me 3169.92 $ i went to the store and asked to cancel everything and return the furniture back to them but the refused to return the mattress

  Business response

  07/16/2021

  We have worked hard to appease Mr. ***** but unfortunately are unable to take back the mattress. We've explained the reasons why. We've confirmed there was a delay in service on the bed and have worked to rectify but as the delay was too great to Mr. ***** we agreed to take it back. Thee mattress was received in perfect condition and at this point has been in the guests home since April so would not be able to provide a refund. The offer remains on the remaining bedroom set due to the service delays. The guest has our contact information and are happy to process this if he'd like. 

  Business response

  07/19/2021

  We have provided ample solutions but unfortunately this guest is unwilling to accept them. In terms of the bedroom set, we can work to expedite service or allow a refund. The mattress was delivered in perfect condition so there is no alternate solution that includes the mattress. The furniture has been in the home and usable since April. We understand a nick and crack are eye sores and are willing to do anything to rectify this but again, without any issues on the mattress we won't be providing any type of refund for this piece. 

  Customer response

  07/19/2021

  [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: not true  i accepted to fix the damaged part, they sent the me the wrong part , i accepted to resent the part ,the sent me the wrong for the second time , then they offered to replace the whole whole head board  and i accepted for the third time but they failed again i think i have accepted everything they offered but they always fail 

  so its not me who is not willing to accept it is them who keep promising to solve the problem without solving anything 

  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. ↩