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Complaint Details
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Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchsed an Ashley love seat on January 10, 2024. It was delivered on January 17th. Great so far. When it was delivered I told the delivery man that something was not right because the recliner would not close completly. He did something to make it close and told me that it probably needed to be "broken in". I tried it and called the store in *****, ** where I purchased it immediately only to be told that I had to call this other number. Once it is sold it is not their problem any more. I called that number and was given another number to send pictures too. Long story short is that I have had contact with all departments, managers, and even the Regional District Manager. I have a very long fed of text with them. They were first coming on January 31 to fix it. Then I was told that the part would be mailed out the first week of February. Different story every time I contact them. This morning when I inquired about the parts I was told late May. There is a reason that there are no customer cars in their parking lot. I just thought that I hit a slow day. Now I understand the part about buy local.
Business response
04/16/2024
I spoke to ***************** and guest informed of the issues she has had with the loveseat since delivery in January. Guest was waiting for service, however needs the mechanism. The parts are out until Mid to Late May. The guest would have to then receive the parts and inform us so that we can schedule a tech, however could be longer. I have offered to exchange item. Guest is out of town and will not return until Mid May. Scheduled exchange for 5/22. Informed I will follow up as it gets closer. also gave guest my contact info in case something changes or guest wants sooner.Customer response
04/16/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Two orders made at Ashley homestore on March 22. Total was approximately $6200. The store is located in ************** at *********************. First issue: their customers service line provided didnt put me through to a representative, and eventually hung up on me after holding.Second issue: I was double billed for one of my orders, but was unable to rectify that with them, since their customer support line does not connect with a representative.Business response
04/05/2024
I spoke to *********** today and guest stated that the issue was resolved. There was a wrong code put in and guest was able to get it resolved. We are now waiting on delivery of items. 1st delivery is scheduled for 4/16. I will keep in contact with guest as it gets closer and update with ETAs and follow up on deliveries.Customer response
04/05/2024
I have reviewed the business response and accept this resolution.
I let BBB know that the problem had been resolved before the complaint had even been received by the store, as I was able to eventually reach someone in customer service to speak to.
Initial Complaint
04/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Friday March 8th, wife and i visited Ahley Home Store to purchase dining room set. We chose the dining set and purchased. We were told approx 2-4 weeks until we receive it.We received a call from them on Wednesday March 21st from a woman who barely spoke english and had so much noise in the background, we couldn't understand her and we thought it was fraud. It turns out it was customer service notifying me they don't have the set. She couldn't explain anything else. Poor Communication from Ashley. (If you outsource customer service, please have them articulate and not call from their kitchen). No one told me if bill is canceled or anything. I called the store and sales rep told me to come in to choose another one. We went in and picked a new set. We received it in on Friday 29th and it was the incorrect dining set. We Called the store and salesman and he still cannot resolve issue. I kept calling and he never called me back. I kept calling and he said he will handle. I called and asked for manager and they said he is busy. I kept calling and they state they are busy and never call me back. Manager is not calling me back. Store reps state they will call, they never call back. I have the incorrect dining room set (it's a bar stool dining set) Wrong one! I am being billed for wrong set. I want them to pick up wrong set and credit me.Business response
04/05/2024
I left a voicemail for ************ today. Guest has an open exchange order scheduled for 4/10.Customer response
04/05/2024
I am rejecting this response because: ******* from ****** Furniture called and left me a voice mail. She did not leave me a # to contact her and respond.
the issue still resides that we have been without furniture for 30 days +. Will i receive a credit on my charge? I believe the 2 mistakes the company made should justify a discount in the amount. The typical i left a message to the customer won't work here. They need to provide me a # to contact them. No one in their customer service team knows what is happening except that there is an open exchange which still doesn't answer any compensation discount for the ******* of the poor communication, lack of inventory knowledge.
Please let me know
Thank you
*****************
Business response
04/08/2024
I spoke to **** today. Guest informed of the issues with the table set. He is currently scheduled for 4/10 for the dining table. He has requested a discount for inconveniences. Informed once exchange is completed we will discuss discounts.Customer response
04/08/2024
I have reviewed the business response and accept this resolution.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
MY FURNITURE WAS DELIVERED TO MY HOUSE ON 02/17/2024. WITHIN LESS THAN 12 HOURS OF HAVING IT A ZIPPER ON THE **** BROKE AND STUFFING IS COMING OUT. I REACHED OUT TO HAVE THE REPAIRS DONE AND KEEP GETTING PUSHED BACK. I WAS TOLD MY CASE WAS PUT AS A VIP SO IT WOULD BE FIX ASAP. IT IS STILL NOT FIXED AND WAS TOLD THAT THEY CAN ONLY COME ON A WEDNESDAYS SO I WOULD HAVE TO MISS WORK OVER DAMAGED FURNITURE THEY SOLD ME. MY BILL IS DUE ON 04/11/2024 AND THEY WILL BE EXPECTING ME TO PAY IT ON TIME BUT I STILL HAVE A **** THAT IS DAMAGED.Business response
04/09/2024
I spoke to ******* today. Guest has sofa that is damaged and noticed at time of delivery. Guest has a service order and was scheduled for May. Informed guest I can schedule her for the soonest date of 4/13. Not sure why guest was told only Wednesdays. Informed guest once tech goes out we will discuss completion or anything else once completed.Customer response
04/11/2024
I have reviewed the business response and accept this resolution. The repairs have not been made yet but someone is supposed to be calling me today to set a time to come out this weekend.Initial Complaint
04/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I order one item was deprived Three time damaged .i sent photo nobody can tell me what happen to the replacement get shipped from ** to ******* and back north ******** I want my money back asapBusiness response
04/04/2024
I spoke with this guest and they did not purchase in any of our store locations. Guest purchased from ************* store. DSG is not franchised with that store. Please send to correct licensee.Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a $7,000 sofa and recliner plus a table with high chairs at the store. I decided I needed 3 more high chairs for my countertop and to make it easier I just bought it online on March 30,2024. The chairs got here today and after opening the first box I realized it was the wrong color. I contacted the chat and the attendant was almost done with my return when he quit answering. I have a screenshot where he stated the label would be sent to my email and the shipping would be included. Another guy restarted the chat like nothing was done before. I sent him the screenshots, he never answered me. I tried the chat again and nobody answered me. I called and the person on the phone told me I would have to pay to return the chairs so I can get the right ones. If your first employee stated the label would have the shipping included I dont understand why the one on the phone wants me to pay for it. I want to return the chairs and get the right color ones and I will not pay for shipping. I have the screenshot if anybody wants to see it. Plus I never read anything about having to pay for shipping in case of return. If thats a policy it should be clear during the purchase.Business response
04/04/2024
I left a voicemail for ************** today. Online is a separate entity and we do not have access to guests order. I have reached out to ****** to see if they could look into the order on guests behalf.Customer response
04/04/2024
I am rejecting this response because: she only left a voice mail saying shes not responsible for online orders. I tried to contact her back and the number is from a call center and there is no way to talk to her. No solution at all so far.Business response
04/04/2024
Reached out to ******. They will handle since there is nothing we can do as we are only franchised with our Store locations, not online. Please close on your end.Customer response
04/04/2024
I have reviewed the business response and accept this resolution. They contacted me and solved my issue. Thank you.Initial Complaint
03/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought a piece of furniture from Ashley Furniture and leased through Acima Leasing. Ashley bill came out to ******* and ***** received 1729 dollars. Incorrect amount reported to *****. Now I have to wait 3 weeks to see if ***** will even correct the right amount for the furniture I purchased.Customer response
03/27/2024
************************************************************************************************Business response
04/01/2024
I spoke to **** today. Guest advised that the 1st sale was $1729.98. The guest shows that order to have been cancelled. He came back and placed it again and was given a discount which totaled $1633.98. The amount shows to have been sent to *****. I do not have access to show that the $1729 was sent in. I only show the $1633 was sent in. ***** did speak with ***** and was told to send his original invoice in and they can fix it. however it can take up to 3 weeks. Normally any refunds, adjustments can take at least 1 billing cycle to reflect. I have emailed accounting to confirm we did send in the correct amount. Will reach out should we need anything else from guest.Business response
04/05/2024
I left a voicemail for ************ today. Per accounting ***** made an overpayment of $96. The credit is in the Que to go back to *****. The guest only owes what he was billed of the $1633.98. This is closed.Initial Complaint
03/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a sofa from Ashley Home store January 19, 2024. Delivery date 2/3/24. Sofa had indentures from being wrapped with heavy ************** covering. The corners were not completely filled. I thought /corners could be fixed & in time indentures would fill out. Repair person came out, unable to reach the corners arms not long enough. He left one side larger due to the filling materials he added. Two more sofas were delivered @ different times, both had same issues as the first one. Each time I contacted Ashley to have someone contact me I get an automatic delivery set up. on corner of sofa the leather has scuffed off. March 27, I finally got call from ***. Exp sit. I wanted to get a refund. States not able to refund. Contract I signed states no refunds. She can deliver another sofa or I can go to store & get an even exchange on different sofa. Exp I was not happy. I would think about it and also write complaint to BBB. NOT HAPPY WITH ASHLEYs c/s and return policy. I could have the same or similar issue with a different sofa.Business response
04/03/2024
The guest is currently working with our AFI management team in getting this issue resolved. Guest offered a reselect and item can be scheduled. I will provide any updates on the guest resolution.Customer response
04/03/2024
I am rejecting this response because:
I went to Ashleys today to make a reselection. There was only one other couch and it was unelectable . When I sit on that sofa my feet dont touch the floor and I slide forward which is uncomfortable to sit on.
Ashley does not have a lot of good selection of sofas. I discussed this with the manager on duty and they have to abide by Ashley tells them. They have no control of their store. I truly regret my purchase with Ashley.Business response
04/04/2024
The guest is currently working with our AFI management team in getting this issue resolved. Manager offered the reselection. I will provide any updates on the guest resolution.Customer response
04/04/2024
The receipt showing payment was made at time of purchase by my debit card. Ignore the scribbles I made. My initial report shows date of purchase, ECT.
Customer response
04/04/2024
The receipt showing payment was made at time of purchase by my debit card. Ignore the scribbles I made. My initial report shows date of purchase, ECT.
Customer response
04/04/2024
The receipt showing payment was made at time of purchase by my debit card. Ignore the scribbles I made. My initial report shows date of purchase, ECT.
Initial Complaint
03/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
All of this began the week after Thanksgiving, 2023 after our cat was sick and urinated on our sectional: we had purchased the warranty which was to cover this issue, yet were told that "odors" were not covered. Aside from having a new cover for our chaise sent which was apparently all they could do for us despite different language in the warranty, we then out-of-pocket paid for another cushion. By the time all of this back and forth had unfolded, it was February 15th when we ordered the chaise cushion. On February 27th, we called for an update. Ashley told us the cushion was paid for but was NEVER PROCESSED. Therefore, the cushion was reordered then on the 27th. Between February 27th and March 11th, we made calls to Ashley seeking updates on the arrival of the cushion. Each time, no one could give us an update which, to me, is absolutely crazy. It was like the order was out there in the void and no one had any clue what happened to it.On 3/16, a service agent picked up that told us she'd create a reference # for the order so that we could track it, and that the delivery was estimated to be by April 12th. Again, this is already an extraordinarily long lead time to wait for a **************.On 3/28, we received a text to call them about the order status. The agent told us that on the 16th (previous call), the cushion had been reordered AGAIN since there was nothing in the system. If you're counting with me, that's 3 total times the cushion has been ordered. Additionally, no one seemed to have any line of sight to where the cushion is or when it would be arriving.This is completely absurd on so many levels - by the time we get the cushion (if we get it by April 12th, I'm not holding my breath), it will have been almost a 6 month wait. I believe a cost reduction/refund, and immediate action to resolve this is absolutely warranted. I have never dealt with such chaotic, flat-out negligent customer service in my life.Business response
04/04/2024
-I left a voicemail for ************** today.Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered a brand new queen *** with dresser and 2 nightstands on February 26, 2024. It was delivered on March 6th. Shortly after I noticed the wooden *** rails were crack and split where it holds the slats to keep the mattress in place. I called and they sent metal brackets but havent sent anybody to come repair/replace the wooden *** rails. I am very unsatisfied with the poor customer service and ******************** that was delivered. It is cheaply made for the price I paid. You cant even get a refund according to them just replacement/repairs. What good is this if you cant get anyone to handle the repairs/replacement.Customer response
03/27/2024
I purchased from the Ashley website onlineBusiness response
04/02/2024
The guest is currently working with our AFI management team in getting this issue resolved. Guest is scheduled for an exchange for 4/2. I will provide any updates on the guest resolution.
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Customer Complaints Summary
4,200 total complaints in the last 3 years.
957 complaints closed in the last 12 months.