ComplaintsforAshley Furniture Home Store

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Jan 6, 2023 we purchased at *********** King Bed with Rails/Roll slats, headboard and ***** King mattress. We purchased with the understanding the items would be in new condition. Delivery of items occurred on January 28th with the individuals whom delivered noting that the side rail and drawers were damaged on delivery. Pictures were taken and Ashley was notified by delivery men and customer (us). New parts were ordered and not received until April 2023. A repairman came June 24th, 2023 to our home to replace damaged side rail and drawer. Upon inspection, repairman from *** *********** named ****, noted the "new" siderail sent was damaged badly. Pictures were taken, emails sent to Ashley furniture and **** assured us we would hear from Ashley furniture with resolution in 3-5 days. Customer sent multiple emails regarding damage and multiple phone calls with Ashley representatives requesting updates, resolution etc. No one has called us and as such, customer (us) called today, 7/7/23 for updates and to escalate the ordering of new piece for damaged bed. Manager "***" refusing to come to phone to discuss case. Spoke only with staff worker ********, twice as issue is not being resolved. Requested Manager call but requests have gone unanswered. Pics of damage and email correspondence will be included. We are seeking full refund for cost of bed due to the negligence of company and poor quality of item received. We purchased with understanding of NEW bed and parts, not Damaged.

  Customer response

  07/15/2023

  Address of Ashley Furniture Store where bed purchased is *** **********. Lancaster, PA *****. 

  Customer response

  08/11/2023

  The company has not yet resolved fully the issue. We are awaiting new pieces to replace damaged furniture 7 months after our initial purchase. Requests for refund have not been successful.

  Business response

  08/13/2023

  The service center has been continuously working with the customer to resolve the issue, including by sending technicians, sending new pieces, and offering discounts for the dissatisfaction with the furniture.

  Customer response

  08/14/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The $110 offered us too little given it is 8 PLUS months since we purchased and paid over $2000 for the king bed. The most recent technicians that arrived with “new” pieces spoke no English at all, huge language barrier and the pieces they brought to replace the damaged pieces we received back in JANUARY were also damaged on arrival! A huge pattern, as the items arrived damaged in January, June and now August. See pics attached taken on Saturday August 12 for the most recent damaged items that were brought to our home. So, no, we are not accepting of what they have done such far as the issues are not resolved in a way that shows the company recognizes the extreme lack of quality and lack of reasonable compensation for customers who paid over $2000 for furniture on Jan. 6, 2023 and as of Monday, August 14, 2023 still do not have pieces that are not damaged. Additionally, customer has made multiple calls to company that have gone unanswered. And, the delivery technicians that arrived this past Saturday also punctured a hole in our wall while carrying the replacement items (which were found to be damaged upon arrival as well - 3rd time this company sent us replacement items that arrived damaged), up to our bedroom. Overall the experience has been awful and as customers we should be receiving a much larger compensation, repair of our wall and we deserve items that aren’t damaged. Every time they send repair techs out, WE have to use paid time off work or change our schedule around to stay home for the four hour window for delivery. We didn’t agree to having to be home for multiple days for attempts at replacing the damaged items. Now, 9 months into this and we have lost all faith in this business and will never do business with Ashley furniture again. We advise others to stay away from this company as well and choose other options when purchasing furniture. You cannot argue that what you are doing for us is reasonable when THREE times your items have come to us damaged. We would have never purchased from your company if we thought we would still have damage to our bed and home almost 9 months past date of purchase. This company is delusional if they truly think how they are handling our issue is suffice. We deserve more and better. 
  
  Regards,
  
  ******* And *****************************
  

  Customer response

  08/14/2023

  Damaged side rails arrived yet again on third attempt at which Ashley tries to fix our side rails. This is ridiculous. More pics can be provided as needed. These pics are from Saturday, august 12th delivery. Inexcusable that THREE times the company has delivered damaged side rails. We should at this point, 9 months into this, be given a full refund. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  invoice #*********; sale date 02/20/2023 store location: 1025 north west end blvd Quakertown, pa.18951. delivery date: 03/08/2023 (the delivery team was professional, careful and gentle with the delivery) , item no. *** ******** description: ********* - mahogany 2 seat pwr rec sofa, Extended price $1,539.99. After a short period of use, it was observed that the back of one side was misaligned to the other. Upon my investigation, i photographed a broken frame. I initiated a claim with Ashley to which they scheduled and sent a repair man. He investigated and took numerous photographs. He had with him his repair tools to which he stated that this was a broken frame to which he could not fix. It was simply a poor engineered design. He stated that he would submit his report and that the most likely repair would be a replacement from the manufacturer. That was approximately April/May of 2023. I thought Ashley would honor there commitment to good customer care. Since that initial time, I have been getting a delay upon delay of responses. Then I received voice mails of I would owe a fee to get service and it was under supervisor review. Only today (07/03/2023) , after visiting the store and told I would have to call customer service did I get from customer service the information of I would have to pay $150.00 to get service for this broken powered leather couch. Again i requested the manufacturers information since this is a one year manufacturer warranty, the store as well as customer service will not provide it. This piece of furniture has not been abused in spite of Ashley stating so today (07/03/2023). It has been in use for a rather extremely short time under better than normal use. The issue is Ashley will not own up to fixing this poorly designed Couch even if it means Ashley contacting the manufacturer for a replacement of the one powered side since they are removable for moving the piece around. I will be posting Ashley's irresponsibility on social media.

  Business response

  07/23/2023

  We apologize for your dissatisfaction with the service. The service center determined that the furniture did not have a manufacturing defect, so it is not covered by the one-year warranty. However, the service center offered to repair the furniture for a service fee, since the damage was not caused by a factory defect.

  Customer response

  07/27/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Photos as well as the technicians statements are that it is due to bad engineering and inferior materials used. What is Ashleys problem to withholding the manufacturers information so I can contact them for there determination and honoring of the warranty; Ashley has no right to make that judgment since Ashley is to greedy of a company that you must buy there warranty but reality is they are just stealing more money from customers. If Ashley wants to stand on there response of customer problem then they will be judged in the public domain.

  Ashley is a garbage company in regard to customer service and now I can see in the products they sell. ******* and ******** is the store i should have gone to and i will posting that in public domains. ASHLEY DOES NOT DESERVE TO BE IN BUSINESS.
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our furniture was delivered on Friday 3/24/2023 after we purchased our furniture from the Ashley Home Store in Kingstowne- Alexandria VA. Since then we have exchanged multiple calls and emails with Ashley aka ******* aka ******* and *** Claims. They damaged our walls by shoving the furniture up to the 4th level of our townhouse and falsified the document where we clearly notated property damage. To date- they are refusing to reimburse ** the full cost of repairs ($800 was the best quote out of 3 contractors) and have been lackluster and delayed with responses. We have spent hours off of work trying to resolve this. We want to be fully compensated for the repairs along with the monetary compensation approved by ********************************. This has been disputed already with ********** Bank already. Someone has to be held accountable for this damage and it will not come from our pockets

  Business response

  06/04/2023

  We apologize for the inconvenience with the delivery. The customer service management reached out to the customer and offered a settlement for the property damages as well as an additional $368.33 for the order. We hope this resolves the issue.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase Date: 05/08/2022 Store Location: Ashley Home Stores, **** Churchville Rd., Bel Air, MD ***** Purchase Amount: $2,604.58 Items Purchased: CMW ********-* ****** Granite Reclining Loveseat w/Console $996.00;CMW ********-* ****** Granite Reclining Sofa $1,004.00; GBS ********* 5-YEAR PROTECTION PLAN $249.61; TAX: $134.98; SHIPPING: $219.99; TOTAL: $2,604.58.Filed a claim with Ashley under manufacturer's warranty within the coverage period of 1 year. Ashley arranged for a 3rd party furniture repair technician from ********** Furniture Service to inspect the sofa. The technician further damaged the sofa, tore a hole in the back fabric in order to inspect the broken sofa mechanism, and discovered a broken wood frame rail was the cause of the failure in one of the recliner seatbacks. Having found no other apparent damage or cause, he apparently concluded that the damage was the result of "heavy use." Based on that assumption, Ashley service department declined my claim under the still-in-effect manufacturer warranty. My contention is that since the sofa and loveseat are both in like-new condition, free of any other damage and/or sign of unusual or abnormal wear, that the only reasonable conclusion, as supported by the facts, is that the damage found by the technician was either: (1) the result of handling of the sofa prior-to or during delivery or (2) use of sub-standard or otherwise faulty/defective wood in the construction/manufacturing process.

  Business response

  06/03/2023

  The third-party contractor's findings was that the damage was caused through heavy use. The service center had the same findings. The service department repaired the piece and re-delivered it on 5/9.

  Customer response

  06/04/2023

  [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,
  
  *************************
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May,28,2022, I have purchased a living room furniture from Ashley furniture store located at ********************, North Brunswick, NJ **********, invoice No. ********* and i have paid $3,357.63.0. i have received this furniture shipped to my house in June 2022. And purchased protection plan on this furniture, after 5 months i noticed that furniture has a bad quality for the wood and the fabric and noticed that Ottman has shaped and thinned down with the surface damage in only 4 months with almost no use. In January 2023 i started to contact Ashley customer service and filed a claim due the huge damage happened in my ottoman, that make the whole living room is ugly. Since January 2023 till now i keep contacting them twice a week to come and repair it. But they keep sending materials to my house with no action of repair of fixing has taking. I am requesting from you to help me to this Ashley furniture company fix or replace that ottoman item since it's still within the manufacture warranty and have a protection plan and / or get compensation for whole the living room as it gets very ugly and for wasting my time communicating with them for no intention to replace this item.

  Business response

  04/30/2023

  We apologize for the dissatisfaction in furniture; the service department sent additional cushions to the customer on 4/20.

  Customer response

  05/03/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ************************* <***********************>
  Date: Mon, May 1, 2023 at 7:03 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, <[email protected]>
  
  

  Thank you for your message and communication with that business.

  
  

  Yes, Ashley finally has sent the ottoman parts and a technician to fix the problem, after 3 month of trying to get on hold with them. I am dissatisfied with ottoman after fixing still it looks not good overall with the parts and the methods of fixing it. However, that furniture is brand new.

  
  

  The ottoman that shaped down by itself has a manufacturer defects and was manufactured with a bad quality of wood and materials, has no support on the bottom or wood frame that made it shaped down by itself in 3 months. In mean time my 2 sofas which is the rest of the brand new living room bought from Ashley back to May and delivered on June 2022 and used from November to January and I saw noticing alot of issues and manufacturer defects in all of these items of that living room; Additionally, the dealing with this customer service and communication with them trying to file a claim warranty that it took 4 month to held with them and have them to follow the warranty contracts or the protection contract plan, this is a nightmare for me and they won’t resolve this issues or they will ignore as they did or will send a part and technician does a miserable job as they did.

  
  

  I am Requesting:

  A fully refund to my money and return this living room furniture, including the money that I paid for a protection plan 

  Compensation to all my time communicating with since January till April them  and asking them to replace the defect items.

  
  

  This company are selling a bad quality furniture that has broken down in 5 months, they don't respect the customer or their time or even the protection plan agreement with I have paid extra for that.

  
  

  Thanks.

  Sincerely, 

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

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

  Cell: ************

  
  Regards,

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

  Business response

  05/14/2023

  The service center reached out to the customer to discuss the most recent, post-technician issue with the furniture. Additional items and cushions were ordered to try to bring the furniture up to the specifications that the customer prefers. 

  Customer response

  05/16/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I am disappointed and unsatisfied with dealing with this company customer service.

  I have received a phone call last Friday with their denial of return the furniture. I have explained to them that I am still has a defects in my furniture and I sent the pictures to them, however the items that they fixed had a problem a gain.

  ** Below has sent to the business Customer Service with the attached **

  Please see attached pictures for your reference, the pictures shown the following and has marked and labelled:
  1- The ottoman has re thinned and shaped down again, however you sent the technician and fixed 2 or 3 weeks after my follow up with you for almost three months and wasting my time calling and following 
  Up with your customer service. You stated that ottoman repair has done per the standard. Now I have an issue with the same item. What standard were you mentioned. Is it a repair or a manufacturing defect, that has caused keep shaping down.
  2- I have some parts and sections has shaped and thinned down as well ( see the pictures). 
  3- In reference to your question, how I do use the living room; I used the living room and the ottoman very light use and this to confirm my answer via phone. I have 3 other living room in my house.
  I purchased you furniture on May 2022, received on middle of June was out of the country for 3 months. Used your furniture very light use.
  Your furniture has a manufacturer defects, that makes the furniture surface shaped down, Maybe the ottoman has no support in the middle. The sofa and other parts of the coach made the shape down for a very light use.
  In you phone call on last Friday, you stated we dont approve the items picked up or returned. Its okay to me but I am not satisfied with your product and wasted my money and time. 
  In the beginning, I liked my furniture and my living room, I liked your furniture too as I saw it in my friends house. When I purchased my new home, I decided to go to your store and purchase furniture from you especially, as I liked you style as well as quality. Actually, I was planning to purchase and replace my master bedroom and dining room to upgrades the furniture for my house, but unfortunately I am totally unsatisfied with the experience with you.
  Attached as per request the picture, the above was my response. Please advise with an action, since my manufacturer warranty is expiring soon.
  
  Sincerely, 
  *************************
  Cell: ************

  Regards,
  
  *************************

  Business response

  05/20/2023

  We apologize for the inconvenience and dissatisfaction with the service; we understand that the customer is not satisfied with the furniture. Specifically, regarding the customer's questions, the service center installed those pieces (additional cushioning) in order to bring the furniture to level of cushioning that the customer would find more acceptable. This is not guaranteeing the customer will be satisfied with that level. We couldn't determine actual damage to the furniture other than normal usage and can order additional cushioning until the customer finds it more comfortable.

  Customer response

  05/26/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The company ( Ashley) has sent additional cushion for all the living room seats to try to fix the thinned and the shapped down surfaces of all the living room seats. 
  

  i am still unsatisfied with my living room and strongly I fell it has a manufacturing defect. This new living room has delivered to my house on June 2022. I was out for 3 months with no one in the house.I came back on September 2022. On January 2023, I found the ottoman surface has thinned / shaped down by itself with a very light / regular use for all the furniture. This means after three months for the ottoman found this defects. On January till April trying to reach the Ashley customer service to fix the manufacture defects. 3 months I am following up with them wasting my time. Finally the company sent a technician to fix it. I didn’t see any support down to support the this X large cushion size. The company said this the make way…??!!. after this tech came and fix it. It’s thinned down again in a month. And all most of furniture seats. The company sent Cushions to try to fix all. But really I think all has a defects and bad quality products that made this expensive and brand new furniture turn to bad in 6 months of light regular use.
  I’ve Received to phone call from the company stated we can’t refund or return the furniture. I said ok, still the product in a bad quality and I am unsatisfied with it.
  Since the company can’t refund or Return this product, What can they do to resolve this matter? . Can they offer a credit or store credit?.
  Thank you 
  

  Regards,

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

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a cough in January , it was delivered 4th week in February We had paid a couple hundred dollars for extra coverage in case there was any problems. They set it up and tried the remote 1/2 way then flew out the door. When they left we fully tested out the recliner couch and it wouldn't go back down. We literally called 5 mins after the tech left and they said it was out fault for not checking everything prior to him leaving but it had all ready been rescheduled and they were pulling double deliveries, it was late and they flew out the door. After flipping couch up we found the track was bent. So bad when my husband tried to get under it to fix it so we could put it back down it snapped and broke one of his ribs. That started Feb 28. They took the money for the coverage . It is now March 29th . They were suppose to come this Friday March 31 FINALLY to guess what... CANCEL permanently. Their tech quit. Apparently going switching to a third party company that only comes to my area once a week , they are another month out now and they expect me to take another day off and wait around for them even though they have cancelled on me 3 times. Right now I have no date set . But I paid my bill in full.

  Business response

  04/11/2023

  The customer has a set date with tech company ********** scheduled for 5/5/23.

  Customer response

  04/14/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This couch was delivered broken. They have canceled on my several times and I do not trust they will be coming out in a month or so. They are unreliable and delivered a faulty product and it is just not getting resolved. I paid extra for a warranty which they did not comply with. I am requesting a discount on the damaged goods and lack of willingness to correct the situation in a timely manner. Delivering a broken couch in February and not being able to possibly fix the situation for 3 months is unacceptable. My family deserves some sort of reasonable compensation. 
    
  Regards,
  
  ***********************************
  

  Business response

  04/24/2023

  We understand the customer's concern and dissatisfaction with the service. The service department's policy is to discuss compensation after satisfactory completion of the service-based issue.

  Customer response

  04/26/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because :You won't compensate me until you resolve the issue yet it's been 3 months and you refuse to come out and fix the issue- Canceling over and over again. Doesn't even make sense. At this point you should have come removed the brand new broken couch you with a new functional one that we paid for and fixed it at your own leisure instead of dropping off a brand new recliner couch and just not coming out and fixing it. Again delivered in Feb , notified 10 mis after it delivered and it's 3 months later and no one has come out to fix it. Horrible service . You charged me an additional $200 for warranty full coverage service but you won't abide by it. DISHONEST!!!!! BUYER BEWARE!
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/23/2023, I bought the ********* Full Storage Bed frame for my 80 year old mother from the Ashley Furniture store located in 1711 Ritchie Station Ct, Capitol Heights, Maryland, US (**** ********) for $1100. When I purchased the Caitbrook storage bed, I advised the sales rep that I have an adjustable base and I will be using it with the bed for my mother. The sales rep assured me that the adjustable base would work and if it didn't work out I could reselect a new bed frame with no issues. Per the details overview of the storage bed frame, it states that the storage bed frame will not work with adjustable base. The ********* storage bed was delivered on the 3/18/2023. Unfortunately the adjustable bed wasn't able to fit into the frame. I immediately, notified the store after the delivery was made and was advised by the store to come into the store to do a reselection and the I would have to pay a restocking fee of $150.00. I came into the store on 3/18/2023 & 3/19/2023 and worked with the Team Leader on making a selection however I was advised that the store couldn't place the reselection in the system until I paid the $150.00 restocking fee. I paid the restocking fee ($150) on 3/19/2023. Once I paid the restocking fee on 3/19/2023, I was told that an email would be sent by the costumer service rep who took the payment that and I would received phone call to schedule my delivery by 3/23/2023. No phone call was received by 3/24/2023 and I called the store on 3/25/2023 to find out that the email never was sent and no notes were made in the system by the customer service rep, Myianna. The email was sent on 3/25/203 by another costumer service rep on 3/25/2023 and the corporate office located in Brandywine, MD ************* denied the request for pick up less than 8 hours later and will not approve a pick up for a reselection after several attempts by the Capitol Heights, MD store. The corporate office managers, Sharon has not given the store any reasons as to why a reselection can be done and put the approval back on the general manager of the Capitol Heights, MD store. The corporate office has made it clear that the store has to approve the pick up. The general manager, Johnathan is very aware of the situation and refuses to return my calls after several attempts. I have made it clear to the Capitol Heights, MD sales rep, team leader that I would like to reselect items and that I don't want my money back because I need a bed frame for my 80 year old mother however the general manager will not take my phone calls or speak with me face to face to try to resolve mistake his store made and has not made any attempt to resolve the issue. As of 3/27/2023, the issue has not been resolved and the general manager has not made any attempts to resolve it.

  Business response

  04/16/2023

  We apologize for the dissatisfaction with the service. Based on the notes and subsequent attempts at delivery, the store believes that a refund is the best route at this point.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ashley Homestore seriously damaged my mailbox and delivered the wrong furniture. Over 4 months later and my order is not complete and they have not reimbursed me for the property damage. We purchased a sectional at the Churchville location on Nov 12,2022 for just over $3,000. Was told it would be ready for delivery in 4 weeks. Eventually was scheduled for delivery on February 11th ( 91 days later !!!). On the day of delivery they unpacked the furniture and we noticed one part of the sectional was not what we ordered. There should have been cup holders , there weren’t. Driver took notes and pictures and we thought they made a report. Then after they left we see that our mailbox and post (which I had just installed a couple months prior) is now at a 45degree angle from the delivery truck hitting it. The post was snapped almost all the way through and the mailbox itself was dented. Between Jan24th and now I have made over 20 phone calls to this company to try and get my issues resolved. Feb 28th was called by **** ********** that said the delivery driver worked for them and they would take care of the mailbox and they would come out in a couple days to fix it. Didn’t hear back from them. Finally got ahold of him and was told that “ The driver said that they didn’t hit the mailbox and they wouldn’t be doing anything about it, that if I still had an issue I need to call Ashley furniture again. It is now March 27th (135 days from ordering) I still do not have the piece of furniture I paid for and they have done nothing about my damaged mailbox. (A more detailed explaination can be found in the attached document, due to character limit of this field.)

  Business response

  04/16/2023

  That piece of furniture in the complaint was delivered on April 1.

  Business response

  04/22/2023

  We apologize for the inconvenience. We have noted the damages and will reach out to the customer regarding the delivery company's settlement. 

  Customer response

  04/26/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: There is no stated resolution. The company has committed multiple times to reaching out to correct the issue but they have not followed through. At this point there is no reason for me to believe that they will follow through this time. I hope that i'm proven wrong and welcome a good faith resolution. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a chair from the Ashley Furniture Store (3730 Route 1 North North Brunswick, NJ 08902) and received the item via "white glove delivery" on February 9th. My husband was home while I was at work, and received the chair. About 10 minutes after the delivery team left my husband inspected the chair and released that it was damaged on the bottom. He immediately called me at work, and I immediately called customer service to report the issue. They assured me that this was a manufacturing issue and would be fixed at no cost to me. They informed me that they would ship replacement parts to my house, at which time I should call back to schedule a technician visit. I waited a month to receive the parts, and did not arrive. On March 9th, I called customer service and they said they would forward my issue to another department and they would called me back with 72 business hours. It is now 11 days later and I have heard nothing. I have now had a damaged product for over 40 days with no action on the part of Ashley to solve issues with a $1000 item that arrived damaged. I would like the chair to fixed or replace immediately, as well as a partial refund for the time I have had to dedicate to solving this issue.

  Business response

  04/16/2023

  The customer's reached out to the service department regarding an issue with the furniture. The service center promptly tried working with the customer to resolve the issue, including ordering new parts to install upon arrival. However, the customer has disputed the credit card charge, claiming that they have received the wrong item (after having already accepted the the item).

  Customer response

  04/19/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  This is factually incorrect. I only filed the charge back 59 days, almost 2 weeks after making this claim here, after not receiving any movement on receiving the parts to fix the chair, after called several times and receiving no response on your end. The parts were promised by April 1st, and they did not arrive at that time, so I filed the chargeback.

  I filed this charge because after many promises, I had not received the parts, nor had your customer support called me back after promising time after time to escalate my case and call me back with 72 hours. I filed the chargeback in order to meet the 60 day limit with my credit card company.

  Would you like me to return the chair? I would be more than happy to do that. Please let me know when you want to pick it up. I do not want a $1,000 product that took you nearly 2 months to show any movement towards fixing after it arrived broken, through no fault of my own, so no communicate on your end about how you planned to resolve my issue.

  
  Regards,
  
  *******************************

  Business response

  04/30/2023

  The service center reached out to the customer, offered to send a technician to install the parts that arrived, and provide customer with compensation of $100 in the form of a gift card.

  Customer response

  05/01/2023

  [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 accept this solution, but please get your facts straight. I CALLED customer service for the millionth TIME, and I REQUESTED compensation. Nothing was voluntarily offered to me. I CALLED to schedule the repair. This business has done the bare minimum in customer service. Though my issue is resolved, I recommend this business to no one, and will likely not even return to spend the gift card because I do not want to support a business with such more service.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Damage was done to my home during the delivery process of my furniture. I have attached 3 photos 1 of the damage 2 of the damage being recorded from security footage. I also included a link to the video of the damage occurring. This was discovered in the light. **************************** The driver back his truck up twice and damaged the driveway repeatedly. You could see one of the deliverers running to stop the driver from doing more damage and then informed the driver they created the damage. They failed to notify me of the damage when I directly asked them if there was any damage done during the delivery. They said no. The driveway was completely redone recently.

  Business response

  04/02/2023

  We have forwarded this complaint to the service center for review. 

  Business response

  04/08/2023

  As stated in our previous response, we are actively working on reviewing this with the delivery company and resolving the issue.

  Customer response

  04/12/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Awaiting confirmation of discussed resolution 

  Regards,
  
  ***********************

  Business response

  04/23/2023

  The service department reached out to the customer and settled. They will send the customer $750.00 for the damaged.

  Customer response

  04/26/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Still awaiting for check of $750 to be received.

  Regards,
  
  ***********************

  Business response

  05/06/2023

  The service center reached out to the customer regarding the settlement payment. We confirmed with the delivery department that the settlement payment will be made by May 15.

  Customer response

  05/08/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  awaiting receipt of payment 
  
  Regards,
  
  ***********************
  

  Customer response

  05/23/2023

  No payment has been received. I was advised a payment would be sent after 5/15 which shouldve been received by now but has not been.

  Business response

  05/29/2023

  Just following up to request whether the customer has received the payment? If not, we can try tracking the payment with the post office and verifying accordingly.

  Customer response

  06/02/2023

  NO CHECK HAS BEEN PROVIDED YER AND I WAS TOLD THIS WOULD BE MAILED OUR 5/15! ITS 6/2! HOW MUCH LONGER ARE YOU GOING TO MAKE THE CUSTOMER WAIT?!? DISBURSE THR CHECK IMMEDIATELY VIA SECURED TRACK MAIL AND PROVIDE ME A A TRACKING NUMBER! 

*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. ↩