ComplaintsforAshley Furniture HomeStore Kingswere

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Initial Complaint
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In January 2024 I purchased a purple mattress, king size and a king size bed from ****** furniture upon delivery of my purple mattress.l l, it was damaged so we did not accept the delivery. A delivery was scheduled for a few days later, January 12. The bed was also delivered at this time. When I raise the head on my adjustable base, I noticed that the fabric on the bed was torn. In addition to that I noticed that my purple mattress that I purchased looked too small for the platform bed that I purchased. I then measured the purple mattress and came to find that it was almost 4 inches smaller than it should have been so I immediately reported to ****** furniture That my bed was damaged and torn and that my mattress was not a king size as purchased. Throughout the rest of the month of January and February there were at least 15 calls made to and from ****** furniture to discuss how we were going to have these issues resolved. After several phone calls, I was told that a technician would have to come to my home and take pictures of the damage so that a resolution could be discussed. After a week had went by. I had not received a call to schedule the technician. I called ****** customer service back and I was told that there were no technicians available in the area and that my call would have to be escalated. Another week went by no technician scheduled. At this time I called back And someone was able to get a technician scheduled three days later which was mid February. The technician came to my home and took pictures of the torn fabric on the bed and took measurements of the king size mattress, and found our complaints to be valid. After weeks and several more phone calls back-and-forth between ****** furniture customer service , they told me that a technician showed up at my door and that I refused serviced and said I did not have these products That indeed never happened as the technician did come to my house and emailed his findings. I had also previously sent pictures of the damages to ****** customer service ********** which they said they never received. Several days after the technician was at my home I called ****** customer service to find out the outcome. They told me that the technician never came to my house which was not true. Apparently there were four or five different case numbers associated with my account and so , it took a lot of time before anyone even noticed all of these numbers and thats why they were having a difficult time finding out what I was talking about each time I called. One time I called and someone thought I was trying to return a pillow. Finally I got a call from customer service and they said they dont normally do returns but because of all the troubles we have gone through they would ***** us a courtesy return. Now these items were purchased through ***** which is the third-party financing company for ****** furniture. My furniture was scheduled to be picked up Saturday, March ninth, which indeed it was. Weeks later Im awaiting my refund from ***** and had not received it. After talking to ***** five different times theyre telling me they cannot refund my money and I must pay my monthly bill which is over $600 after paying 1200 so far because they have no proof from ****** that my furniture was indeed picked up. the delivery drivers for ****** furniture did not enter into the system that they picked up my furniture so they want me to pay for furniture that I do not have. When I said I would have to take legal avenues, they told me that they were reporting me for fraud , because I have the furniture and Im pretty much being dishonest. I do not have the furniture and if I do not pay for it, it will go against my credit. I called ****** customer service several times, and there is no proof in their system that they picked up my furniture.
Business response
04/08/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the store is working with ***** regarding the refund. The store also advised that they contacted the consumer; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/30/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order Placed November 4, 2023 Order No. ************ Order Total: $2,418.71 which included delivery and Assembly One Beachcroft Swivel Lounge Chair is defective. A technician from Ashley looked at the chair on January 18, 2024 - I waited weeks for someone to respond to my request for a technician.On Jan 18, 2024, the technician acknowledged the chair was defective and parts needed to be ordered. I have heard nothing further from Ashley.
Business response
04/04/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We reached out to the consumer and ordered courtesy parts, PR *******. Once they have been delivered, we can schedule a technician to assist with installation; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have one concern regarding the response from the business in question. The agreement is that Ashley will have their technician install the parts necessary to correct the defect. The word "assist" concerns me. I paid an additional fee to Ashley to have the business assemble the products purchased. I expect the business to install the parts and correct the problem. It may just a matter of semantics, but I have lost confidence in this business and feel the need to spell out precisely what they are going to do.

Regards,

***********************
Business response
04/04/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. Yes, the technician will install the parts. Based on the previous **********, the item was deemed consumer use. If the parts do not correct the problem, we will work towards another solution.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/11/2024
[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
03/27/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a sofa bed from Ashley Furniture on March 14th. The confirmation number is ************. The delivery date given to me was April 3rd. I have hired someone to remove my old sofa and secured someone to accept the delivery for the new sofa. Late yesterday afternoon I received a phone message that my order was cancelled and the sofa style is discontinued and no longer available. I reached out to Ashley on line requesting either the sofa I ordered or a comparable one for a similar sale price. After over an hour online with no resolution, I was given a number to call. After numerous attempts on my cell and home phone the message came on that the number is discontinued. I also tried the number left for me to call from yesterday's message and no one answers. This sofa bed continues to be advertised on Ashley's website and on ********* Thank you.
Business response
04/03/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Online sales management. We were advised that the item is unfortunately discontinued, and the consumers order was canceled; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/26/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a bed which is on display comes in White which I believed was off white. They sent a grey bed with marks all on it and stated this was the one I ordered. At the time of delivery I attempted to refuse the driver stated I had to contact store for return and left I later find out forged my name on delivery receipt. I have been trying to resolve this with the store for almost 6 months. They keep sending technician out telling me this is the right bed. I know what I ordered and this is not it my reason for not signing in which again driver forged my signature. I am at the point of getting a lawyer but will really like to resolve with store. The are refusing to pick up bed stating corporate and corporate is stating store has to authorize return. I just want this bed returned so I can get what I wanted. The store and corporate keeps pinging me back and forth and no one wants to take responsibility. The bed is still brand new no one has even sat on it. I want this returned this is not the bed I seen in the store. I am in my 80s and all this is very stressful.
Business response
04/02/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the consumer was informed that the bed was not delivered or written wrong. Lighting in the consumers home may be different than the store lighting which can cause a different appearance.A return/refund/exchange is denied; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a purchase from Ashley furniture earlier this month and everything was delivered on 3/22/24. I have a problem with 2 of the items. The king sized upholstered bed is broken. When I opened the storage underneath the bed I discovered 2 broken pieces of wood. The storage does not appear to latch or attach to anything. The fireplace entertainment system has a scratch on it. I called the store for assistance. I was told that they will send a technician to repair the bed. I requested a new bed and I also requested to add insurance on the bed because I do not feel comfortable keeping the bed being that I paid $1000 for the bed and it is broken. I was told that I am not permitted to add insurance on the bed. I requested to return the bed if I am unable to add insurance. They stated that is going to require approval from corporate. I need assistance with this matter.
Business response
04/02/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We reached out to the consumer via email; it may have gone to spam.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased the furniture on February 8, 2024 at 5:32 PM. The sales representatives name was ***********************. He assured us the furniture was premium furniture and it had a 5 year premium protection or replacement plan and we thought this was an awesome guarantee That is why we purchased this furniture. The total purchase amount with delivery and Tax came to $2803.34. The customer ID is ************. The ******************** was delivered on February 17, 2024 brought into our living room. However, we noticed that the furniture was damaged and asked them to take it back which they refused. And they said Ashley would be calling us within 10 minutes to settle our issues. It is now march 9, 2024 and the damage furniture is still in our living room and they will not pick it up and refund our money. This is unacceptable. we have been in constant communication with them and they said they were going to send the truck back that day to pick up the damage furniture which they never did. We did sit in the chair and it makes a lot of noise it creeks, and makes noise when you sit down when you stand up when you do anything. This furniture is not premium furniture They said they would replace all the damaged furniture by march 1, 2024 and it is now March 9, 2024 and we still have damaged furniture at our house. We would like a all of the furniture picked up as soon as possible and a full refund back to our credit card that we charged the account on plus the cancellation of the charge on the credit card that they made us take out with Ashley Furniture for the balance. We spoke to ***************************** she is assured us as we would be taken care of we disputed our down payment and disputed the credit card charges as the furniture, problem was not resolved like they said they were going to do. We also spoke to ************ customer experience specialist at ********************************************* . She emailed us and she said she would call back but she never did Her Phone number is ************. Our case number is ********. Which might shed some light on the situation If you can, please help us with this matter, we would be forever grateful. Thank you very much.
Business response
04/02/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the consumer filed a chargeback that was accepted and may take up to 45 days for the chargeback to be resolved; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

They sold us the furniture in one day and they want us to wait 45 days for the chargeback. That is unacceptable. We want the case close as we do not owe them any money credit card company. The credit card company and our bank both agree that we are not responsible for any charges for any charges Because we dont have the furniture type your response here.]

Regards,

***** And ***************************************
Business response
04/17/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We understand the consumers frustrations with the timeframe. Unfortunately, it takes 45 days to resolve chargebacks with the consumers bank.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. This situation has been going on for more than 45 days and it should have been taken care of already. Ashley Furniture has picked up the damage furniture at least a month ago and this ongoing furniture dispute has been going on for several months now. This case shouldve been closed already and we dont want to Wait a total of 45 days

[Please type your response here.]

Regards,

***** And ***************************************
Business response
04/18/2024
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. Unfortunately, the client filed the chargeback and 45 days is the time frame for it to be resolved. We were advised that the chargeback was accepted, and the consumer will need to notify their bank.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
04/21/2024
[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.
Thank you for all your help. You have been very helpful with this matter and we truly appreciate your assistance. Thank you very much. Sincerely, ***** and ***************************************
Regards,

***** And ***************************************
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased recliner in store March 14. I was very up front with Sales clerk about what to do if I have issues with this purchase. She assured me no problems by promoting the purchase of a 5 year furniture protection plan so I purchased this. Delivery of recliner approx. 3:30p March 19 2024. After sitting in recliner 3 hours, back was hurting. I have back serious back issues (herniated disc). Within 24 hours I called Ashley **************** to get return/refund. The *** told me returns are not accepted when purchased in-store; purchases on-line can be returned for any reason within 3 days. Had Ashley sales clerk informed me of this, I would have purchased online. The sales clerk never informed me verbally that non-damaged, non-defective items cannot be returned. In much smaller print ON THE BACK of your invoice you will see this disclosure; but the sales clerk did NOT CALL ATTENTION TO THIS VITAL FACT. Had I been properly informed of this store policy, I would not have purchased this item in store. I informed both the *** and **** from Ashley Furniture that the recliner is uncomfortable, unsuitable, hurts my back; also how I was never verbally informed of their in-store no return policy or that I could purchase online and return within 3 days for any reason which I would have done had I known. My case was sent to ******, a Customer Experience Agent. He emailed this response: "Your request for a return has been Denied. Based on the delivery service you chose of premium delivery items can be refused at *time of delivery." None of my concerns were addressed. Ashley Furniture omitted vital information from me that did not allow me to make an informed decision on this purchase. I even told them I am a 71 year old on Social Security and cannot afford to spend $600 on a purchase that proves useless to me. It fell on deaf ears. No compassion, no satisfaction.
Customer response
03/25/2024
Regarding complaint 21470545I filed early Friday. Several hours after filing this complaint, Ashley Furniture contacted me to say they are now going to accept the return of this recliner and refund me. They called me again Saturday to schedule pick up of this unsatisfactory recliner, said they put in the refund for my Discover card, The refund has not shown on my account as of 9a Monday, 3/25/24; however it could take another day or two to process the $599.17 credit. I am awaiting this credit and pick-up of this recliner. If they do follow through with this return/refund, I will withdraw this complaint.
Thank you.
*****************************
Business response
04/01/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the recliner was picked up on 3/27/24 and a refund was processed back to the card used on file;we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
While Ashley Furniture did pick up the recliner on March 27, 2024, a refund is still not posted or even pending on my credit card as of 22:00 hours April 1, 2024.  I cannot accept the response made by Ashley Furniture in full because there has been no sign of a refund on the credit card.

Regards,

*****************************
Business response
04/04/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We are working with them regarding the consumer's refund; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In an email I sent to ******, ******** Care Agent, Thursday,April 4th, I noted an error in the refund amount issued my credit card. Ashley Furniture credited me $492.18. However, my credit card was charged $599.17. ****** explained they do not refund the deliver fee which was $99.99. I accept that. She stated that I was refunded for the item, extended warranty, and tax.
                        Item: $399.99
Extended Warranty: $59.99
                           Tax: $39.20
                   TOTAL: 499.18
I pointed out the refund amount is $7.00 short (499.18 minus $492.18 = $7.00).

All Ashley Furniture had to do is take the total on my Discover card receipt of $599.17, minus the delivery fee $99.99 and they would have refunded me a correct amount ($599.17 minus $99.99 delivery fee = $499.18.

Later on Thursday, April 4, ****** stated she reached out to the Homestore and our ****************** to look further into this.

To date, nothing has come of this.

Regards,

*****************************
Business response
04/11/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We are still working with them regarding the consumers refund amount. We have also advised the consumer via email; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I cannot accept Ashley Furnitures last response to my complaint based on their taking no action as of this date to rectify what is just a very simple mathematical error. To reiterate,Ashley Furniture, at time of purchase, charged my credit card a total of $599.17. ****** explained their refund to my credit card reflects every charge except the $99.99 delivery fee. Simple math equation: $599.17 minus $99.99 equals $499.18. My credit card was refunded only $492.18 - a $7.00 error.

Several days have passed with no resolution. The only conclusion I can draw is that Ashley Furniture has no intention of correcting their error.

To finally close this complaint in a satisfactory manner two things need to happen:
1) If Ashley Furniture is not going to correct their error and credit my Discover card $7.00, they need to let myself and the BBB know of this decision along with a detailed explanation to myself and the BBB how $599.17 minus $99.99 equals $492.18 (the credit they gave me). THIS IS MANDATORY IF THEY WANT ME TO CLOSE OUT THIS CASE!
2) If Ashley Furniture does the right thing and refunds me the $7.00, until I see this $7.00 credit posted on my credit card, I will continue declining Ashley Furnitures responses to the BBB. In other words, I WILL NOT accept a generic response we are crediting her accountI have to see that my account has been credited before I close out this case.

A reputable company would agree they made an error in computing my refund and correct it immediately. This back and forth needs to stop and I have made myself clear in how to bring this complaint to a successful resolution. Will Ashley comply or continue playing games?

Regards,

*****************************
Business response
04/17/2024
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the consumer was refunded correctly. The original delivery fee was taxed. Therefore, the consumer will not receive the full refund of the taxes; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
04/18/2024
This explanation is ludicrous; however it is what it is.
*****************************

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
03/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 3/8/2024, I purchased furniture from Ashley Outlet, 1930 *************, Southlake, ******, ** *****. I was assisted with an in-store purchase by ***********************. I purchased a full storage bed, headboard, rails and a chest. ****** charged me for a 5 year furniture protection plan without my written or verbal consent for $199.00. I was assured that the money would be refunded to me. However I have not received my refund.
Business response
03/28/2024
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the *** was voided on 3/18/24 and a refund was issued back to the consumers synchrony account; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
04/01/2024
[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
03/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I saw a recliner from ****** furniture which I saw online, I went to the store to ask questions about the size of the recliner, they didn't have the recliner, but the sales representative told me that it would be the same size, so we purchased it, on 01/02/2024.It arrived on 02/28/2024. We called the store and told them that we did not want it because it was too small and it did not benefit us, it didn't massage and the heat did not work as well, we wanted a refund or exchange for a bigger recliner. they stated that they had a no refund policy to look at my receipt. we looked at the receipt. And there was nothing indicating about the refund policy. They never gave me anything in writing or did I see a sign posted Anyware in the store. The 2023 Florida Statutes (including Special Session C)Title XXXIII REGULATION OF TRADE, COMMERCE, INVESTMENTS, AND SOLICITATIONS Chapter 501 CONSUMER PROTECTION View Entire Chapter ******* Retail sales establishments; preemption; notice of refund policy; exceptions; penalty.(1) The regulation of refunds is preempted to the ********** of *********** and ******** Services notwithstanding any other law or local ordinance to the contrary. Every retail sales establishment offering goods for sale to the general public that offers no cash refund, credit refund, or exchange of merchandise must post a sign so stating at the point of sale. Failure of a retail sales establishment to exhibit a no refund sign under such circumstances at the point of sale shall mean that a refund or exchange policy exists, and the policy shall be presented in writing to the consumer upon request. Any retail establishment failing to comply with the provisions of this section shall ***** to the consumer, upon request and proof of purchase, a refund on the merchandise, within 7 days of the date of purchase, provided the merchandise is unused and in the original carton, if one was furnished.
Business response
03/25/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. Based on the technicians visit, the recliner is not defective. Per terms and conditions once the item has been accepted there are no returns; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.] Hi, Ashley furniture states that there is nothing wrong with the recliner, as per their tech it does not massage, what it does is vibrates that is different, nor does it heat up so how are they are going to say on the web that it massages. they are miss leading costumers thinking that it massages that's fraud.

Regards,

*****************************
Business response
03/28/2024
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. The consumer initially reached out requesting a return due to the size, per terms and conditions all sales are final. Per the technician's visit, the recliner is not defective; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
03/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]Hi Ashley, is only stating about their return policy, but they are not telling you that what they are selling on the website is false advertisement. On the website it claims that this recliner is a MASSAGER, and it provides Heat. what this recliner does is vibrate, a massager provides comfort and relief with someone who has and aching back for relaxation. they are misleading consumers and then they reply with their no refund policy because we didn't physically see the recliner only saw it on line. they are cheating the concumers

Regards,

*****************************
Business response
04/01/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. Based on the technicians visit on 3/22/24,the recliner is not defective, and this is a comfort issue. At this time, we are unable to approve a return/refund/re-selection. We can schedule another technician to assess the heat and massage settings; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.] the recliner is defective the massager does not massage. where are the components that massages your back? And where is the heat

Regards,

*****************************
Business response
04/02/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We understand the consumers concerns. We have scheduled a technician to assess the massaging and heating for 4/6/24, if this date does not work, we can reschedule; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Back in October of 2020 we purchased a couch and matching love seat with built in electric recliners. Only just after less then 2 years the cushioning and padding were worn away and we contacted Ashley Corporate to get it fixed. They sent out a technician to refill the armrest cushioning and the seat cushion as a result. In less than 2 years more and the same issue is there only worse. They first sent out a technician to look at the couch and said that the arm rest cushioning and seat cushion would need to be replaced. Only this time he also felt that they would need to replace the springs as well. A week goes by and the only parts that were shipped to us for replacement was the filling for the armrests. A technician came out to do the repair, but since the other parts were not shipped, he said he would come back once we got the rest of the parts. Two weeks go by and after many phone calls to the store in *******************, they said that the technician claimed the issue was due to normal wear & tear and that they would not repair the issue. We are still making payments on these items and the only way I can sit on the couch is with two additional pillows to sit on, otherwise I just sink into the seat and it's hard to get back up from. I feel that they should replace the couch all together as I can't justify having to buy a new couch every two to four years on a fixed income now that I'm retired. $
Business response
03/19/2024
This is not one of our locations, we have only locations in OH., and PA.
Business response
03/25/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. Unfortunately, the consumer is out of the 1 Year manufacturer warranty, and we will not be able to assist. The consumer does have the extended warranty and will need to file a claim with them. Please be advised that loss of resilience is not covered under the plan; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

*********************
Customer response
03/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First of all, I only signed the invoice because I was told to in order to receive the items I purchased. It does NOT mean I accept the terms of how you support the products since they are inferior in content. Had I known there were not going to last for a reasaonable period of time, I would never have purchased them to begin with. I thought a retailer of any kind should back the products they sell. So, at the end of the day, Ashley Furniture is knowingly selling inferior furniture and promotes them as quality furniture which is not a good thing on your part. I expect you to back your products or get a reputation for being shoddy and not a reliable retailer.

Regards,

*********************
Business response
03/28/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Homestore management. We are working with them to resolve this issue; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/01/2024
[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,

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

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