ComplaintsforAshley Furniture HomeStore Stoneledge

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Initial Complaint
04/07/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: 1/22/2023 Delivery date, February. After delivery we discovered that two pieces of the sectional were offset and that the middle section had a lumpy cushion. The solo recliner motor had a burning smell when operated and the right arm had formed a hole under the fabric a week later. We contacted the store, months later a person came to our home. The person that came was not very cooperative in listening to our issues. A repair report was sent. Months later we received two pieces of repair parts in the mail. When we called for a repair appointment they refused to set up one because the motor for the one recliner was still on order. 3 months later (this is now September) we called again with the same response given. March 01. 2024 we went to the store and spoke to the manager, which was now a different person. He told us that he would contact the proper person for our issues. March ***** emailed the manager, *****************, and told him we have not heard from anyone. Within 48 hours we had the new motor replacement and a person from Ashley called us to make an appointment for the repairs. The repairman came out March 12th. He said the brackets were preset for the sectional and they were off. He would not use the pieces sent by Ashley but went out to his car and got his own wood screws. When he was done the sectional pieces that were offset were offset worse and the recliner foot rest does not go all the way back in. He would not fix the lumpy sectional seat because Ashley did not send the batting only the cover. He replaced the motor in the solo recliner but would not address the arm issue. I emailed the manager about the repairs being unacceptable along with pictures March *****, 2024. He did not reply so I sent another email March 23, 2024. He replied "I have made an effort to get this resolves as best as possible. I will be getting in contact with you when I have further information." As of this date 4/7/2024 we have not heard back.
Business response
04/16/2024
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 scheduled another technician for 4/16 to assess their sectional and recliner. Based on their findings, they will determine how to further proceed; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/18/2024
[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.
If replaced sections are not delivered by May 30, 2024 we will contact BBB again.

Regards,

***********************
Initial Complaint
04/03/2024
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.
Hi, I went to Ashley on 7/29/2017 and bought $5000 of furniture. They told me the mattress I bought has 10 years warranty, which will be replaced/refund with any issue within 10 years. From two years ago I started to find one side of mattress is way lower than the other side, which causing my uncle almost fell down from it. I talked to Ashley and they sent two guys to measure it, but keep saying it's good, refusing to do anything for me. I was ****** and found many people have similar experience online. One friend told me to file a claim here, hoping this could help me solve the issue. We cannot just keep letting Ashley bully customers. Purchase Type: In Store Store Name: Ashley on ********** Store City: ********* Store State: **
Business response
04/09/2024
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 had a technician assess the mattress on 7/14/23 and stated there was a depression of 1/4 which is deemed not defective. At this time, the consumer has another technician scheduled for 4/10/24 to reassess the mattress; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
04/03/2024
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 purchased a three-piece couch set for nearly $6000.00 from ********************************************** location. Four days after my purchase, I found myself grappling with extreme back pain directly linked to the couch's use. I reached out to the store manager right away to see how I could exchange the couches for another set with different back support, and I was told I had to go through their ************* for assistance. Call after call, I was shuffled between representatives, forwarded to various parties, and even spoke directly with managers, trying to exchange the couch set for another couch set that had a different back support. I was then told I was out of the 3-day window that allowed me to return or exchange the couches. I wasn't aware of a 3-day window, no one in the store told me at the time of purchase. I cannot sit in these couches as it is causing medical issues. I told customer care I could provide medical documents from my doctor showing that the couches are causing back issues, but Ashley Furniture still would not exchange my couch set. They said there is nothing they can do for me. I am now stuck with a brand new couch set I can not use due to the medical issue they are casuing.
Business response
04/08/2024
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, per terms and conditions, All sales are final. Please keep in mind that the items are new, and the cushions will need time to break in; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
04/08/2024
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 am asking that an exchange for a different couch set would be approved, due to the medical condition these couches are causing. The fact that you said these couches are new and will need time to break in has nothing to do with the medical issue they are causing. The couches have zero lumbar support, which is causing the medical issue per my doctor. I cannot sit in these couches without chronic lower back pain. I am asking that I can exchange this couch set for another couch set that has lumbar support. I just spent $6,400.00 on these couches and I cannot use them, as they are causing chronic back pain due to the zero lumbar support which has been identified not only by the pain in my back when I sit in these couches, but also by the review of a licensed doctor. I did not know at the time of purchase that I was going to need to return them, that was not the plan. I did not know that all sales were final, as it was not mentioned to me by a sales representative and never came up in conversation. I am asking for an exchange in couches because I put my trust in Ashley Furniture when purchasing these couches, and as a long time loyal customer, I ask that you allow me to exchanges the couch set for something I can use, so I am not out of all this money, along with being stuck with brand new couches that I cannot use because of the medical issue they are causing.
Regards,

*******************
Business response
04/10/2024
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 apologize that the customer is not satisfied with their ******************** set. While all sales are final and we do not accept returns or refunds for comfort reasons, we understand the consumer's concerns and will further review their case. However, we cannot guarantee a re-selection or a return/refund at this time. We apologize for any inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/10/2024
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 appreciate you continuing to looking into this and further investigate the situation. Again, this is related to a medical issue that is occurring, as I have explained in my previous responses and has nothing to do with the comfort of the couch. I will wait to hear from you, and do you hope you can resolve this soon. If not, I will will have no other option but to get a legal attorney involved, however, I'd rather resolve it outside of court if possible.

Regards,

*******************
Business response
04/15/2024
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 requesting photos; it may have gone to spam.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
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.
I purchased one Queen ***** bed on Feb. 23rd, 2024 and they came and installed the bed frame.After they are gone I found out that there are 8 sharp nails on the headboard so I call the customer service and they said to me to upload the pictures. I did send pictures on March 1st, 2024 and they said that they will take care of this matter within 24 to 72 housrs and someone from Ashley will call me. After waiting 72 hours no one gave me a call so I call the store daily base for update regarding replacement. Also they forgot to installed the rails on footboard so my mattress is sinking. Sometimes they don't answer the phone and even though I talk to the customer service supervisor he keep saying the department handling this matter is short handed and he said that he does not know how long it will take. I have been waiting for two weeks and I think I waited enough time. I really appreciate it BBB take care of this mater for me.
Customer response
03/19/2024
The store location address is Ashley
********************
***********,** 92392.
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 Homestore management. The consumer received an exchange of the headboard on 4/2/24. We were advised that the mattress is sinking because the bed does require a foundation for support; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/27/2024
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.
On 2/24/24 we went into Ashleys Furniture store and purchased a bed frame and a dresser (without the mirror) we paid $165 on debit for taxes and delivery. The remaining amount of over $600 went onto an Ashleys credit card. The furniture was delivered to us on Friday March 1st. Once the bed was setup I realized that the bed was not the one we purchased, so I let the delivery man know and he told me hes a 3rd party we need to deal with Ashleys Furniture. So I called customer service who then opened a case. I went into Ashleys Store on Saturday March 2nd and spoke with a Manager who advised me that it was their fault because the salesman didnt know that the bed we purchased didnt come in Full size the bed was totally different. So we decided to cancel the order and we were told we would be refunded and the bed would be picked up within the week. Here we are a month later stuck with a bed we dont want and havent been refunded and the people at the store just cant help us
Business response
04/01/2024
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 items were picked up on 3/29/24. A refund was processed to the consumers Synchrony account; it may take 2 billing cycles to reflect on statements.

Regards,
Ashley Furniture *********** ****
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.

The response addresses the refund that will be made to the credit card but we also paid $165 for delivery and taxes at the time of purchase (paid by debit).Please advise how and when this will be refunded.

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 on getting the consumers delivery fee refund issued; 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:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a bedroom dresser, delivered a week ago. The paint finish has a very strong and toxic smell. Even after a week the smell continues to be very toxic, I can't put my clothes in it, the smell will transfer to my clothes. It got to the point I can't be more than 5 minutes in the room where the dresser is, my mouth and throat dry up almost immediately. My wife suffers from asthma and definitely do not need to expose her to the toxicity. I'm looking to get an exchange or worse case, cancelation of the transaction. We're willing to legally escalate if we have to.
Customer response
03/25/2024
Ashley business address ***************************************************************************
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. Based on the technicians visit there are no defects. The smell is normal and may take a few months to dissipate; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
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.

That's ridiculous, I have to wait months in order to use this piece of furniture? for the odor to disappear? This item is intended to use immediately after purchase not months! The cheap paint finish used on this furniture it is a manufacturing defect, is not functional! I can't use it without months to go by? Incredible! Definitely rejecting their response!

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 consumer's concerns. As the dresser is not defective/damaged a return/refund is not approved. At this time, we can offer the consumer a courtesy even exchange; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/02/2024
[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. I will accept an exchange for a different model, not the current model I'm having an issue with. I'm afraid the issue will not be different if an exact exchange is made.

Regards,

*********************************
Initial Complaint
03/21/2024
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.
Paid too much money for a sectional to fail with in the first 2 years. Ashley store tells us to file claim with warranty and warranty tells us they don't cover it. Ashley customer service won't help and we're stuck with a sectional we can't comfortably sit on. They should not sell poorly manufactured sectionals. *************************** is a joke.
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 the Furniture Protection Plan. We are working with them regarding this issue; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/02/2024
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.

We've been told by Ashley store that they cannot override the warranty company's decision. Still left with a worn, saggy, uncomfortable $1800 sofa less than 2 yrs old.

Regards,

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 the Furniture Protection Plan. We requested documentation on the claim denial. Unfortunately, we are unable to override GBSs decision; 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.

Still no resolution. Not even a partial refund? If a sofa should last us 6 yrs then thats 4 years were shorted and have to buy a new one.

Regards,

Ashley ********
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Bought furniture, delivery goods were damaged, they will not return them for an exchange or credit. They just want to come and spray paint them for lack of a better analogy. Have called customer care spoke with the manager getting nowhere he told us we need to take them as they are, and let them try to fix the item that we purchased brand new and deliver damaged
Customer response
03/19/2024
Dear BBB:

The address to Ashley Store Furniture is *************************************************************** **************

Respectfully,

*************************
Business response
03/26/2024
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 received an exchange on 3/15/24; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
03/26/2024
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.
When the furniture came damaged we tried to refuse the delivery, at that point we were told to keep the furniture and the company would try to repair it to our satisfaction, otherwise we could return for a full refund. We did not want to keep damaged goods, but the delivery drivers would not put it back in the delivery truck.
We are not happy with the product we would like a full refund. Ashley furniture would not take the furniture, the company informed us we had to keep it, we informed Ashley "We do not want the furniture at all" and we were told no return. We are working with **** of America for a full refund on the stools (two). We were informed we could return the merchandise when we originally purchased it.
[Please type your response here.]

Regards,

*************************
Business response
04/01/2024
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 understand the consumer's concerns. The consumer confirmed that the exchange went well and there were no issues with the exchanged items. Unfortunately, a return/refund is not approved. We are aware that the consumer filed a chargeback; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
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.

On March 15, 2024, the stools were delivered and we did not want them, the delivery driver left the chairs outside as we proceeded to walk in the house one of the delivery men just walked in our home and left the barstool without our permission to come in. He had no respect for us or our home I asked to stop and informed him he did not have permission to come into our home he just walked out without taking the stools and left with his partner.
Ashley furniture called on 3/27/2024, and stated "I hear you have an issue with the barstools you had delivered to your house" as I proceeded to explain the mishap she hung up on me (was not able to get her name) therefore, I was not able to discuss the issue with the woman. I tried calling back and got nowhere. We are completely dissatisfied and were told we can return the unwanted (damaged items) for a full refund.

Regards,

*************************
Business response
04/04/2024
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 requested an exchange on the original delivery of damaged chairs. The exchange was delivered on 3/15/24; please see attached for the signed delivery receipt. We reached out to the consumer via email; it may have gone to spam.

Regards,
Ashley Furniture *********** ****
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.

This whole experience has been unnecessary, and as a long time Ashley customer Im really disappointed. If I was advised Not to keep the first set of bar stools; delivered by the delivery team whom called the store the day of delivery, I would not have. The delivery team informed me the store would take back the stools and refund us.

As far as the signed delivery they blocked our driveway and just stood there telling us we had to take the stools, walked in our home without our permission...

I am being redundant with the explanation time and time again. We do not want the stools, they came damaged, we do not want the replacement set (we are not using), we are dissatisfied. We want a full refund as we were initially informed by the sales team at the time of purchase (if we are dissatisfied for any reason).

Our experience with the store has been unpleasant, and if the issue would have been resolved in the beginning, we would still be returning customers, but that was not the case.

No the exchange did not resolve the issue. Please come pick up the bar stools and refund our money, which will resolve the issue.

Respectfully,

*************************
BBB Complaint #********.
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 consumer was approved for a 1-time courtesy return. The pickup date is scheduled for 4/10/24;we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
04/10/2024

Better Business Bureau:

I have reviewed the response from Ashley. They have picked up the bar stools. As soon as my credit card is credited I will consider this complaint completed.
Regards,

*************************
Initial Complaint
03/16/2024
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.
Received bed frames late so asked for a return they did accept ( screenshot taken)but told me return label will be sent in 3 days which i have been down this road before with them they lie and waste your time over and over so its day 4 and no label no one is returning my calls
Business response
03/20/2024
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 call tags were created and emailed to the customer. We reached out to the consumer via email; it may have gone to spam.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
03/15/2024
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.
When my sectional sofa was delivered on 11-1-2021, it was delivered with a slit in the fabric from a box cutter. Ashley Furniture said since I didn't report it the day of delivery it should be covered by GBS which is the warranty company. I work and did not notice it the same day. GBS states it is Ashley Furnitures responsibility since it was delivered that way. On two separate occasions representatives came out and took photos and uploaded them to the claim and nothing has ever been resolved. I have been continuously following up and each time nothing is being done as both companies states they are not responsible and I keep getting no where. Recently, I was told my warranty was cancelled in March, 2022 which I didn't not authorize nor did I ask for it to be cancelled and no money was ever refunded to me in this past year. I think they wanted to cancel my warranty to get out of having my furniture fixed/replaced. I appreciate your help in getting this resolved. ! Thank you
Business response
03/18/2024
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. Per terms and conditions, we will not be able to offer an exchange or a service technician. Based on the notes, the consumer reported the damage outside of the time frame and was referred to GBS. Unfortunately, the furniture protection plan was cancelled, and a refund was issued back to the consumer's Synchrony account; it may take up to 2 billing cycles to reflect on statements. We sincerely apologize for the consumers experience and the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
03/18/2024
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.

As stated in my initial complaint, I did reach out to GBS and was told it was Ashley Furniture's responsibility since it happened upon delivery. Neither Ashley Furniture or GBS wants to take responsibility and I keep betting bounced back and forth and to date nothing has been resolved. I spoke to ***** at GBS last week and he is adamant that it is not GBS's responsibility and I did have a Supervisor from Ashley Furniture on the line when ***** was on the line and stated that. I also stated in my initial complaint I did not authorize my GBS warranty to be cancelled in March, 2023 in which I paid $599.99 and if that is the case I would like to see it in writing and why didn't I receive a refund in March of 2023? I tried to work this out with ****** the store Manager in ******* and he was not helpful at all and refused to give me his last name. Please note my initial complaint also included my dining room table which has issues and was covered under my warranty which is good for 5 years. Cancelling my warranty would not benefit me at all if my furniture was not fixed. Lastly, technicians came out twice and submitted photos to my case, and photos were e-mailed to ***************************** in 2022 and recent photos of the sectional sofa and dining room table were sent to ****'s personal cell phone in the Lathrop office. I look forward to hearing from you soon.
Thank you.

Regards,

***********************
Business response
03/19/2024
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 the Furniture Protection Plan. The consumer reported the damage 15 days after the delivery and was directed to GBS. Unfortunately, GBS canceled the warranty, and a refund was issued back to the consumer's Synchrony account which may take up to 2 billing cycles to reflect on statements. At this time, the consumer is out of the manufacturer's warranty and we cannot further assist; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
03/19/2024
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.

ASHLEY CANCELLED MY WARRANTY WITHOUT MY PERMISSION NOT GBS. I GUESS I WILL BE CONTACTING MY LAWYER AT THIS POINT.

Regards,

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

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