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Complaint Details
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Initial Complaint
02/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased loveseat December 14 2022 - ********* - from Dodd's Furniture (Victoria location) - ***** ********* - one year manufacturer warranty (Ashley Furniture). On June 14 2023 contacted [email protected] regarding some wear on one of the headrests and asked if they would advise what to do to fix as still under warranty - photo of wear was sent as well. No response so called Dodd's Furniture and spoke with ***** **** who said he would look into the matter. Did not receive a response after a couple days so sent a follow up email to ************************ and he responded advising that their top technician **** would take a look when he came to the house to repair the framing issue and recommend a solution to Dodd's on the headrest wear. **** looked at the wear and advised that they may be able to replace the headrest, however my husband *** was advised by ***** via a phone call that parts were no longer available for the love seat - unacceptable as the loveseat was only purchased 6 months ago. I did not receive any further update from ***** so on July 14 2023 I called ***** at Dodd's and advised that the item is still under warranty and the headrest needs to be repaired, or the loveseat replaced, or returned for a full refund. On July 19 2023 received an email from ***** advising that **** was communicating with Ashley Furniture on our behalf. Did not hear anything so sent email to ***** on July 26 2023 requesting an update and he responded the same day advising he spoke with **** and they were just waiting to hear back. No further update from ***** as of today. We hope that the BBB can assist with finding a resolution.
Business response
02/08/2023
Good afternoon, we have finally heard back from Ashley the manufacture of their furniture. We are reaching out to this client today to provide the update.
Tina Worsley
Customer Service & Operations ManagerCustomer response
03/08/2023
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.Initial Complaint
16/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Feb 05,2023 we purchased a sectional. It was delivered on Feb19, just over 1 month later the couch is sagging in towards the center. The lounging side is sinking at the back. And the springs are visibly sagging. We went in to the store and tried to deal with are original salesman, but he passed us to another guy who went into office and talked to someone else and told us a tech would have to inspect the piece. And i needed to take pics and send to manager. I did all that, no response. Tech showed up April 27th, Who is a delivery helper not a tech, he took a few picture,s and we have heard nothing since. I've sent 2 emails to the manager who has ignored both. Another big buisness taking advantage of a senior on limited income.Business response
16/05/2023
We have offered this client a reselection for their furniture.Customer response
16/05/2023
I am rejecting this response because:we don’t want another sectional, it will end up like the last one. We will accept a store credit for the full amount we paid. $2037.21
Business response
16/05/2023
We are willing to offer the client an in store credit for the amount that they paid for the sectional which was 1901.76.Customer response
17/05/2023
Better Business Bureau:
I have reviewed the response made by the business ** ********* ** ********* ** ********* and find that this resolution is satisfactory to me.
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.