ComplaintsforAshley Furniture Home Store

• 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! 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought leather reclining sofa and love seat from Ashley Ledgewood NJ about 2 years ago and bought 5 year protection plan of Furniture protection care from Ashley. Leather is peeling off from all different places at the sitting area and it’s embarrassing to have guests. Both Ashley and Furniture protection care do not honor protection plan and Ashley furniture leather products are bad and not upto standards. Do not buy anything from Ashely and do not purchase protection plan because they will find ways to not honor it and decline claims citing normal wear/tear, and product is not up to standard. I am not buying anything from Ashley anymore. All I have been asking is to fix the product given I have 5 year protection plan.

  Business response

  03/17/2023

  We apologize for the inconvenience. The furniture peeling is not covered by *** or the store. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a couch from Ashley Furniture. We scheduled delivery and my son who is in high school was home to show the delivery people where to put the couch. I got a call from the delivery service stating that they would not leave the couch with my son because he was under 18 years old. I told them I would drop what I was doing and head home to take delivery of the couch which would have still been well within the 3-7PM delivery timeframe that they provided but they refused. I was about 40 minutes from home at the time. They told us to call the next day to reschedule delivery. When that phone call was made they stated that it would cost us another $325 to re-deliver the couch. During the sale at no time did anyone from Ashley Furniture state that someone over 18 years of age had to be home to take delivery of the couch. Nowhere in the sales terms and rules contract (including the section titled delivery policy) that I signed does it state that someone 18 years old needed to be home to take delivery of the couch. If they had stated this during the sale or if this information had been provided in the sales terms and rules agreement we would have made plans to meet this obligation for delivery. I believe they should deliver the couch again at no extra charge.

  Customer response

  03/07/2023

  
  

  ---------- Forwarded message ---------
  From: ******************************* <**********************>
  Date: Tue, Mar 7, 2023 at 7:58 PM
  Subject: Re: Complaint #********
  To: Dispute Resolution Team <[email protected]>

  
  The complaint has been resolved thank you.

  
  

  ****
  
  Sent from ***** Mail for ******
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ordered furniture in December 2021 -delivered in July 2022 We made numerous complaints in store and through regency about inadequate installation and broken parts in July 2022 right after delivery.We visited an in-store representative (*****) several times along with phone calls for the next couple of months until October 2022. Finally, *** contacted us about a technician to visit the house to make repairs.in January 2023, the *** technician (****) visited to perform repairs. he was not equipped to make any repairs. he stated that *** would call within 1 week to setup another appoint at which time repair parts would be mailed to our house and another technician would come out to repair the furniture.After 1 week, we called *** to see what's was going on. they stated the account/claim was closed and they would not be serving or repairing the furniture.In January 2023, we once again went to speak with an in-store representative. this time we spoke with the store general manager (*********************************************). she listened to our complaint, acknowledged poor service from her previous in-store contact (*****). we learned that no photos were ever uploaded with our initial complaint and their system has shown the account/claim closed. she said she would email her boss to see if something could be done. she told us she would notify us in 2-4 days.Another week goes by and we heard nothing. we called her in February 2023. she was busy. we spoke to another in-store representative. she took my name and phone number. she called back a fairly soon saying the account/claim was closed. we again told her that nothing has been done and the account/claim should not be closed as we never received full repair. she said she would look into and call back. she never called back.We spent $4,000 on new living room furniture. we waited 6 months to have it delivered and upon delivery we received an inadequate product.we would like it repaired, replaced or 100% refunded.

  Business response

  03/05/2023

  The service center continuously attempted to reach out to the customer to schedule a time to help service the furniture and resolve the issue. The customer refused service and the ticket was closed accordingly because the store was unable to inspect the furniture and determine how to resolve the issue.

  Customer response

  03/09/2023

  [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:  we in fact did a have a technician visit our home in January 2023 after several months of scheduling such visit.  that response is a lie.  we were told that in a week someone would call to schedule an appointment to fix the issue.  no one called in 2 weeks.  we visited the store and were told the case has been closed for months.  how is that possible which the technician just visited???

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

  Business response

  03/18/2023

  The technician offered to service the furniture to bring it back up to manufacturing specifications. The customer refused and demanded an exchange. 

  Customer response

  03/23/2023

  [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 technician was on-site, looked at a few things and only attached the recliner that was never attached.  he stated that parts would be ordered and delivered to the house and someone would call within a week to set up a follow-up appointment.  we said if the repairs can't be made to or satisfaction, we would want an exchange.  not once did we decline service.  we spent a lot of money, waited 6 months for delivery and all we want is for the furniture to be fixed to what we purchased at the store in December 2021.  as i mentioned in the original complaint, we visited the store immediately after the living room furniture was delivered and installed in July 2022.   it took darn near 6 months to get someone out to look at the furniture and to find out that it won't be serviced to what we purchased is very disappointing.  all we want is for the furniture to be repaired and if it cant be repaired, we would like teh unrepaired pieces replaced.  not once did we decline service.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a bedroom from Ashley Furniture the head board is defective the headboard is unstable they sent a service rep they said that is the way furniture is made had I know that this was an issue I would not have ordered it. I keep calling the service department and I keep leaving messages but no has called me back to resolve this issue.

  Business response

  02/26/2023

  The service center has repeatedly serviced the headboard. It has determined that there are no manufacturing issues therefore cannot repair it.

  Customer response

  02/28/2023

  [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:
  
  As the bedroom furniture sold is cheaply made and this was not disclosed when this was purchase nor did they respond in timely manner for a return option
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  1-10-21 purchased a sofa sectional for 3,000 and a 300.00 dollar warranty. Missing center leg. Came once and said yes ordered part. Side seat material wavy thin warn ... NEVER HEARD OR CAME BACK TO FIX. Then 3-14-22 We were promised when ordered living room furniture for our upstairs. U order from us we will fix the furniture down stairs and or replace pieces. As we complained about it.Well never happened. The new upstairs furniture came within 1 week broken chair and sofa not long after we got. Gap between sofa and when I called to have replaced they wouldn't work with me. All the phone calls for both pieces of furniture to be replaced fixed ... noone came called back or u get so far in conversation they hang up. Back and forth to the store Manger promise they will help after how many different mangers in that store nothing. It took from April to September 2022 to get someone to come see the furniture then say normal wear and tear. Lol I don't think so! Unexceptalbel!!! And yet to hear when they were coming. Calling filiing complaint after complaint stop payment! We spent between the 2 different purchases almost 5000 and nothing was done about it. Both had 300 each protection plans for what ?? They do nothing. Hear we are in February 2023 and broken furniture and still nothing done about it. The furniture now sits in our garage waiting for pickup. As it's broken unsafe for my husband who has a brain tumor. And today 2-4-23 a box came with a part to the upstairs sofa seriously now I'm fixing my own furniture after I called how many time to have it removed. So now they say we will refund for the pieces of furniture yet to hear ! So discussed and never will we or anyone we know shop at that store !!!!

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a bed frame 6 months ago. My wife a daughter were sitting on the bed and when I sat down the corner snapped and the bed fell into the frame almost injuring my 5 moth old. I called Ashley Furniture service center and they said they would send me the parts for me to fix it. I then called the store that we bought it from and told them I dont want it fixed just for it to break aging. It has only been 6 months and it is broken in 3 places. They said they would pass it on to a manager and I would get a call back. I never got a call so I called again. The person said I had talked to the manager and she said they wont take it back because of the amount of time since delivery. I told them again that it was not ok that the bed broke with only having it for 6 months and I would like a refund. If I were to keep this bed I would have to fix it myself and I cant trust that I can put my child in the bed since it almost injured her when it broke. My wife and I are sleeping on the floor. They continue to tell me there is nothing they can do and if we want our money back to dispute it with our bank.

  Business response

  02/17/2023

  We apologize for the dissatisfaction with the product. The store has reached out to the customer to help resolve the issue. During discussions, it determined that the issue reported was not consistent with manufacturing issue and therefore not covered by the warranty. **************** ordered parts to replaced the damaged pieces regardless, as a courtesy, and will install them once they arrive.

  Customer response

  02/21/2023

  [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 have called with updates regarding parts and no parts have been provided nor have I been given a call. The issues regarding the bed breaking were not fault of ours. We were never informed there was an issue installing this bed on a hardwood floor, the installers did not relay this, customer service, nor our sales associate never said hardwood floors were a concern. You also stated we have to fix it once the parts come in not your team, we were informed we have to fix it ourselves.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  02/26/2023

  The parts were ordered - as a courtesy - and will arrive once the manufacturer sends them.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional couch from ashley furniture in linden NJ in February of 2018 with an additional protecton plan for 5 years. About a year ago the couch broke when someone sat on it and the springs are now poking through the bottom of the couch. I have checked the warranty on the website and says this is covered for 5 years. I spoke to the store, corporate office, and the extended accidental warranty department and noone is acknowledging the warranty. The corporate office told me that the furniture is discontinued and they cannot cover this under warranty. They told me i can call a different company to have my couch fixed at whatever they charge. I then looked up the furniture and saw that I can still purchase this couch new, so that means it is not discoutinued. I am just getting the runaround now and want an answer why I am not getting my couch fixed under warranty.

  Business response

  02/05/2023

  The warranty does not cover breakage and therefore the claim was denied. The customer can contact the store about a prorated refund for the store in the form of store credit.

  Customer response

  02/08/2023

  [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:
  The warranty clearly states that the frame and spring system are covered by the warranty.  Also they sold me an extended warranty that should have covered this issue.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, January 8, 2023, I went to the Catonsville, MD Ashley Furniture store and ordered a sectional, ottoman, mattress, and platform bed frame from the sales associate, ****** *****. While I was shopping with him, he was called away multiple times to attend to something. Not sure what, but I spent a decent amount of time waiting for him to return. Many of the bed frames were out of stock, but we did find one that was in-stock, so I settled for that and purchased everything. I was told the WHOLE order would be delivered on Friday, January 13 for $120. I was so excited because I recently relocated to MD and haven’t had a bed in over a month! Today, January 13th, I took unpaid time off from work to be home for the delivery and only the mattress, sectional, and ottoman were delivered. No bed frame. Now I just have a mattress on the floor. Irritated, I called the store to speak with ****** to find out what happened because I was charged for everything and didn’t receive it all when I was told I would. I was told he was with a customer. So they can’t call him over to talk? He gladly took multiple calls while he was “helping” me. He made commission off my purchase, so he can’t take a minute to help me? Then, like a *****, I asked to speak with the manager. They didn’t want to talk to me. They made the woman upfront at the desk do all the relaying. Then the woman on the phone told me the managers were in an interview. AND THEN, she said ****** was in the interview too. So which was it?? So not only did ****** lie to me about the availability of my bed frame so he could make a quick buck, but the associate on the phone lied about what he was doing and put me on hold multiple times for at least 10 mins. So, now, I have a purchase garnering interest but no product to show for what I ordered. Meanwhile, ****** made money off my purchase. Does any of this sound ethical? They only thing they could offer was for me to take ANOTHER day off from work to try and deliver another day. I’ll never shop here again.

  Business response

  02/11/2023

  We apologize for the customer's dissatisfaction with the service. The store was unable to deliver the bed on the 13th. It attempted to do so on the 17th but the customer refused delivery. The item was cancelled, as per the customer's request. 

  Customer response

  02/14/2023

  [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. ↩