ComplaintsforAshley Furniture Homestore

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased about ***** worth of furniture between May and September 2022. The 2 reclining sofas were floor models purchased end of September 2022 and we purchased a warranty after being told that we could on a floor model. On June 27 2023. One side of the reclining sofa stopped working in the foot up position and we immediately notified our warranty company we found out after sending all information and multiple phone calls that we had to call the store as warranty which we paid for didn't kick in until after one year. After numerous phone calls and emails and being told that since we brought the furniture to FL it wouldn't be covered we finally got a 3rd party through the warranty company to come out after almost 3 weeks and evaluate. The tech ordered a new motor mechanisms and casings for the sofa as they covers were rubbing and wearing and fraying. We waited another week and called again to get another run around. Once that was again resolved we received an email stating the parts would take at least 3 to 4 months to become available (possibly longer) they have not offered any restitution or refunds for either the sofa, the inconvenience or the warranty price and the manager has never returned our calls pleading for help. Maybe you can help us get somewhere before Christmas 2023. Thank you

  Business response

  07/26/2023

  We were informed from the Kingsport store manager that *** ******* was having an issue with the recliner on 7/07. We reached out to Furniture Care Protection (FCP) for assistance. They replied that customer was still under manufacturer's warranty, and they should contact the store. We responded that the guest has relocated to the Jacksonville FL area, and we were unable to send our tech for service. We agreed to order parts, which was done on 7/07 and FCP will contract a technician in the Jacksonville area to service the recliner once *** ******* receives.

  Business response

  07/27/2023

  Parts order******** was delivered and should be an in/out back and polyfil. Parts order# ******* is expected to ship the first week of August. It includes mech, motor, seat cushion and casing and ottoman components. I apologize for the delay and will work with the warranty company to get a tech scheduled as quickly as possible as soon as the other parts arrive.

  *** ******* had requested a refund. If he wishes to proceed with a refund, I can authorize the refund of ******* ******* * *** ******

  If he chooses a refund, I will be willing to keep the parts on order and he can find a repair person if he wishes.

  Customer response

  08/04/2023

  Hello I was wondering if a check has been mailed as per the previous Ashley reply. Thank you

  *** ********* ****** *** *** ************ ** *****The part were sent to the Kingsport address and we do not live there. Thankfully FedEx Ground redirected 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered furniture from Ashley furniture and was told from the sales representative that our order would be available September 8th, we ordered it on August 24th. It is furniture for our daughter. We called after the 8th for an update and got no response from the store and left several messages. Finally got told from the sales agent it would be this week. Now we are being told not until October. I have spoken to the manager about canceling the order due to being mislead in buying the furniture from them. Kept being lied to on dates and not being updated at all. The manager tells us we'd have to pay 25% to cancel and that is unacceptable especially when we have been mislead this whole time. It's now going on 6 weeks of this.

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hello, The store has been authorzied to refund the full amount- no restock fee charged Consumer Response /* (2000, 7, 2021/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very thankful that they finally gave us our refund. It's sad that I had to reach out to BBB to even get the store to do anything for us. We were told we could only speak with a manager and there was no one higher up then him. Spoke to the manager and of course he was rude. Sad that they were rude to us after all the lies and being mislead to buy from them. Now we can finally get our daughter bedroom furniture from an honest company!

*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. ↩