ComplaintsforAshley

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **********, AL store on 8/3/2024 and purchased a dining table, four chairs and 2 pillows. Today I called the store and spoke w/*****, told him I wanted to cancel the order for the chairs only because I found something else. He asked me if the furniture had been delivered, I replied no. He said OK that is no problem I just needed to call customer service and that there would be a service fee to return them. **************** could not help because they only handled complaints related to furniture that had already been delivered. I called back to the store, spoke with the managers and told them I am very upset that sales rep ***** did not verbally explain to me that there was a cancellation fee if I cancelled the order. Managers were very abrupt and dismissive with me cut me off when I was speaking to them and told me that the information was explained to me on the paperwork that I signed. I told him that is an 8-paragraph document that I bet over 1/2 of the customers did not read. I told them if I had to pay a cancellation fee to go ahead and cancel the whole order. I am at this point OUTRAGED that not only do I have to pay a cancellation fee, but now I have to WAIT two weeks to get my money back that was taken from my account INSTANTLY. It should be MANDATORY that each sales representative VERBALLY EXPLAINES this to every customer that makes a purchase. The managers there clearly lack CUSTOMER SERVICE ETIQUETTE. If the furniture has not been delivered because the items purchased are not in stock - customers should not be charged a cancellation fee.

  Business response

  08/22/2024

  Good Afternoon,
  
  
  I do apologize for the run-a-around you experienced in getting further information on your order. Unfortunately, our Terms and Conditions do require a 10% cancellation fee when an order is cancelled outside of the 72-hour ***** period after placing the order. I apologize if this was not directly explained to you and I completely understand your frustrations. As an alternative option, I could have your cancellation fee converted into store credit if you would be interested in using it towards a future purchase. I am happy to get the best team put together to assist you in any future purchases and ensure communication is handled through me.
  
  
  Once again, I do apologize for the frustrations you experienced throughout the process. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went to the Ashley Furniture store on 1/15/2024 to purchase a sofa. They had a sofa in the dark color that I wanted displayed and I was sitting on it when I told the sales person I want this sofa in this dark color. The sales person assured me of the price for the sofa in that color and I went to the back and signed the paper work. The sofa was delivered to me in a brighter white color and I refused the delivery. So Ashley wants to charge me a 10% fee for changing the order when they made a mistake when creating the order. The manager told me the paper work is for a "Stone" colored sofa which I signed for not knowing the naming conventions of their products. She went on to say the color of the sofa is shown on the paper work but the image is a 1 inch square thumbnail in black and white on the paper that I signed. I was going on faith that the sales person setup the order correctly when I was literally sitting on the sofa that I wanted and seeing "Stone" on the order I would think would be the dark grey color I wanted and not bright white.The manager said the cancellation fee was $193 or something which is more than 10% of the price I paid of $1576 so I don't know what that is about either.I just want the sofa in the color that I asked for delivered without paying an extra fee.

  Business response

  02/15/2024

  Good afternoon,

   

  We have spoken with the customer and a resolution has been reached. The 10% restocking fee has been waived to switch the queen **** sleeper in the stone color that was originally signed for to the ash color the customer wants instead. The customer has agreed to pay a $99.99 redelivery fee to have the new item delivered instead of picking the item up. The information has been processed, the new item has been ordered, and the customer is currently being contacted to pay the balance on the account. Once the new **** sleeper in the ash color arrives into the warehouse the customer will be contacted to schedule a delivery. Thanks and have a wonderful day!

   

  Best Regards

  Customer response

  02/16/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I shopped at the store in Trussville. 6/18/23 As part of my purchase I bought a Tempurpedic mattress. I had tried two mattresses, the first I hated, the second I liked and told the salesman, **** *****, to write up the second. Instead of ordering the second mattress I liked he ordered the first that I hated, a Tempurpedic Pro Adapt. When it was delivered I discovered the mistake. I have traveled over 250 miles trying to track down the mattress I originally liked because the sales associate, **** *****, had been reassigned for falsifying sales documents (adding his wife's name to sales which she never participated in) and refused to call me back to help clear up the mistake. I asked for my money back. I have been refused all the way up the line, even by the CEO, ***** ******** *************************** who refuses to reimburse me for his crooked salesman's mistake. The mattress I originally liked, apparently a Tempurpedic Pro Breeze, is unavailable for order because it has been discontinued. I do not want a floor model, nor do I wish to do any more business with Red Mountain Retail doing business as Ashley. When my furniture was delivered recently in October, the delivery personnel stank of marijuana smoke and could not even back into a large space near my front entrance with their truck. My bed was set up incorrectly and I had to catch one mistake involving the bed slats being placed upside down. The middle of the bed supports were not adjusted. The dresser mirror supports are bent (warped) and I am still having dead roach carcasses fall out of the night stand and dresser whenever the drawers are opened. Other live bugs were found near the recliner sofa and love seat I also purchased soon after delivery. Customer service personnel have only been marginally helpful projecting a "you bought it, live with it" attitude. Supposedly new mirror supports are ordered but it's been three weeks and nothing. They want me to live with this service? Not likely,

  Business response

  12/11/2023

  Good Afternoon, 

  We do apologize for the issues you have experienced with your merchandise thus far. I do see that you have an ongoing claim with the customer service department and an exchange has been keyed to deliver the mattress to your home. The only thing left is the price difference between the mattress originally delivered and the new mattress on the ticket. This is to order a brand new mattress not a floor model as requested. 

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I refuse to pay an additional $2500 to resolve a mistake caused by their employee. I want a refund.

  I would have paid the price for the mattress at the time of the sale but now, after moving expenses, I cannot. I asked for a refund the day of  delivery, the day after, but Ashley refused even though it was their mistake. I will not give them more money! My bedridden, paraplegic wife's comfort is being held hostage for more money by a company with no honor or respect for their customers!

  I will NOT give Ashley $2500 more!

  I want a refund. I will spend the money elsewhere at a business I trust!

  I have still not seen anyone from the store at my house to fix the mirror on the dresser or to adjust the bed supports, only the original deliverymen who arrived impared, stinking of marijuana and unable to assemble the furniture without my direct oversight and assistance. I received a replacement for a defective part but was never offered an appointment for installation from **** ****** my contact, only requests for more money for a replacement mattress.

  Remember, dead and live bugs fell out of my new furniture after delivery. The deliverymen were high at my house!

  All I get from *** ***** over the whole incident is "I'm sorry. We'll be happy to replace your mattress if you send us more money." Her boss, the CEO, ***** ******** flatly refused a refund and the president of the company, ***** *****, has yet to respond on *********

  Since my delivery, I was told by a  close friend who bought from Ashley that their delivery people also arrived  at their home reeking of marijuana and could not assemble their furniture properly to the point they refused delivery. Ashley is shoving a sales mistake down their throat too. They are afraid of retribution so they are taking it.

  Why should I accept anything less than a refund on the mattress? Why should I give this company more business? Why should I pay them $2500 more to get the mattress I asked for in the store originally? Why does the sales person who falsified my sales order by adding his wife's name to it to give her a part of the commission and sales points so she could still work there and pad their bank account even still work for the organization at all?

  No! I do not accept Ashley's response!

  Sincerely,
  
  Kerry Whittle

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 26, 2023, we received a delivery from Ashley Furniture, consisting of a bedroom set valued at over $4,000. Unfortunately, upon inspection during the delivery, it became evident that the bedframe rails were not properly connecting to the head and footboards. This issue was particularly noticeable when any pressure was applied to the headboard, causing the entire setup to come apart.We immediately brought this concern to the attention of the installation team, who suggested that purchasing a bed foundation or bunkyboard might resolve the problem. Subsequently, we initiated contact with Ashley's customer service department, and after a thorough investigation, they approved sending a technician to rectify the issue, providing us with a case number for reference (Case # *******).For the past week, we have been constantly attempting to schedule a technician through Ashley Furniture's support line, only to find ourselves consistently waiting on hold for periods exceeding 30 minutes, followed by disconnections. There here have been no alternative means of contact provided by Ashley Furniture. This persistent lack of response and the extensive hours spent on hold, totaling over 6 hours, have left us in a state of frustration and disappointment. Such a level of customer service is clearly unacceptable.We are left with no recourse but to report.

  Business response

  10/11/2023

  ****************,

  I was unable to pull up a sales order with the contact information provided. Could the sale be under a different name, phone number or email address? 

  We are an independently owned and operated licensee of Ashley Furniture. Our stores are located in Central and Northern ******* in the cities **********, ******, **********, **********, ********, ********, *******, **********, **********, and **********. Was it one of these locations you purchased the bed from? 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 26,2023 I spoke with *************************** and she sent me the email to send picture of my bed that was bought from ashley furniture with the headboard slack placement broken. She inturn sent me a claim for to fill out for platiunium warranty. I called and made a claim on July 6th 2023 due to me trying for several week to get the website to work and finally got someone on the phone that was very rude breathing hard on the phone when I asked question. He stated that I would get a ruling in **** business days on that same day July 6th they gave me a decision that they would not fix my bed or give replacement because it was over 30 day and I haven't had that bed a year and it already broke. Platinum warranty services in ************* ,** will not return my calls nor did Ashley I want a new bed because I am still paying on this furniturn if this cannot be resolved I will take it to small claims. I sent pictures and still cannot get any answers

  Business response

  08/01/2023

  The customer called into customer care to report damages on 5/26/23. ************* emailed her the form to start a claim. She did not send in her claim form until 6/30/23. After she sent in her information she was instructed to file a claim with the Protection Plan since she was outside the manufacturer's warranty which only covers parts and labor up to a year (warranty ended 5/21/22). She did not contact the Protection Plan until 7/06/23 to report her damages. The Protection Plan terms and conditions which are mailed to the customer upon receiving delivery require any damages be reported within 30 days of the incident. If the customer reported the damages occurring in May than the customer reported them over 30 days after the incident. We have decided to move forward with her claim however and supply the necessary parts needed to fix the issue on hand.

  
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sectional Sofa and reclining loveseat from Ashley Furniture in **********, **. On February 22,2021. I also purchased the Platinum Ultra Premium Protection Plan, which covers Furniture for 5 years, for a total of $2000. The recliner broke on April 18, 2023. I called twice and got no response from them, I them sent an email with all required documents and filed a claim for repair on April 20, 2023. I got no response, I finally called to check on it on April 27, 2023, they said it was denied, due to not being filed in a timely manner. I files again, they denied again. I am so disappointed in Ashley Furniture and I will never purchased from them again.

  Business response

  06/02/2023

  We reached out to the *********************** and instructed them to proceed with the customer's damage claims despite being out of the required amount of time to report the issue.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 10, 2023 i went into ****** furniture located at ************************************************************************* to purchase a queen temperpedic *******. I talked to one of the sales persons name ****. After looking over at the transaction on the screen everything checked out to be a queen ******* with a queen ******* cover. The whole transaction was completed around 10:45pm. When i recived the ******* on 01/28/2023 the ******* was a full. I called the next day to tell them they delivered the wrong ******* and i was told that was the ******* i purchased. When i asked for a refund it was denied and they told me that there was nothing they will do about it and i would have to keep the full *******.

  Business response

  02/07/2023

  Looking at this customer's address, 1955 *****************, ********************************, we do not sell in that state. We only sell in northern and central *******. Perhaps they filled their complaint with the incorrect BBB location. Sorry we couldn't assist this customer's issue. 

  Sincerely,

  Ashely 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/23/2022, I purchased furniture at Ashley Home Store. On 08/25/2022, a 3rd party delivery company came to make the delivery. In the process pulling his truck into my driveway, he drive his truck onto my lawn causing damage to the lawn, leaving mud on my driveway. Also, the drivers truck leaked oil onto my new driveway. I contacted Ashley Home Store immediately to inform them of this situation. They took 4 and half months to contact me regarding a settlement. They sent a check for $500. Upon making the repairs to the lawn, we discovered that the driver had also broken a sprinkler head when drove truck onto lawn. I emailed the customer care department to request additional $150. No response.

  Business response

  01/31/2023

  We have filed an additional property damage claim on behalf of ************ with our delivery company to resolve the issue with the damaged sprinkle head.  

  Thank you

  Ashley

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a king size bed (****** Collection) and other merchandise from Ashley Furniture on August 13, 2022. The merchandise was delivered on August 31, 2022. On November 3, 2022, one of the rails of the bed broke. I immediately called the customer care service to report the broken bed and request a refund/bill adjustment for the purchase. The refund request for the bed's purchase was made because I was no longer confident that the bed would provide a peaceful rest, after it broke during normal activity/movement while resting. I was told to take pictures of the broken bed and send them to customer care. I sent the pictures as requested. I received an email stating that the photos had been received and a complaint was filed on November 11, 2022. The claim for a refund was denied (email received November 14) and submitted to the exchange department "in regard to an approval to exchange the rails." I did not receive any responses from the customer care department unless I initiated communication. After prolonged time periods of no communication from the customer care, I received an email stating that Ashley Furniture would be unable to accommodate the request for an exchange. The claim was approved for a technician or shop repair, but at my expense because the merchandise was a drop off. The merchandise was not a drop off, I paid for delivery/ assemble and communicated this to the customer care department manager several times, lastly on December 13, 2022. To this date, December 27, 2022, the issue has not been resolved. The bed is still broken, and Ashley Furniture's customer care manager states that I would have to pay for them to replace their broken merchandise. I paid for what I thought was quality merchandise that would last longer than two months.

  Customer response

  01/11/2023

  The address of merchandise purchase is Ashley Outlet ********** *****************************************************************************************************

  Business response

  01/24/2023

  We have been actively working with this customer since November 2022 when she reported her rails broken on her bed. She didn't report the damages until 3 months after delivery. We offered to replace the rails at no charge, however there would be a $99 delivery fee which she refused to pay. I have reached out again to the customer offering her the option of picking up the new rails from our warehouse at no charge. I am awaiting a response from the customer.

  Thank you

  Customer response

  01/30/2023

   
  Complaint: 18645099
  
  I am rejecting this response because:First of all, the merchandise was purchased August 13, 2022, delivered on August 31, 2022, and was reported broken November 3, 2022. That is less than three months of normal use of the merchandise in question. Therefore, I question the quality of the merchandise and the proper assembly of the merchandise. The purchase price reflects that it was one of the best quality pieces available from Ashley Furniture. Secondly, upon purchase, a fee was paid to have the merchandise delivered and assembled. I should not be required to pay an additional fee to Ashley Furniture to repair merchandise that apparently had some type of malfunction- considering the life span of the merchandise. 
  
  Sincerely,
  
  *****************************

  Business response

  02/07/2023

  We have reviewed ************************ rejection, and emailed her with another offer. We will  be glad to replace the damaged rails/roll slats to her bed. We will come to her home and pick up the damaged ones, and replace them with the new ones, and re-assemble her bed in her home free of charge. We are awaiting her response. We are actively working with her to resolve the matter. 

  Sincerely, 

  Ashley

  Customer response

  02/09/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The is a letter I wrote to who I was told was the owner of the company, a **************. This will explain my problem:My name is *************************, on November 25, 2022 I made a purchase in one of your Ashley stores. I went to the Ashley store in **********, ******* with the plan to buy a dining table, eight chairs and a side table. I told the salesman exactly what I wanted and asked what was the best price I could get for the things I wanted. He spoke to someone in the office and gave me a price for the table, eight chairs, and a side table. I left the store, returned with cash to purchase the set. We discussed again exactly what I wanted. I repeated, table, eight chairs, and a side table. He wrote the order up, I paid him and all was set up for assembly and home delivery when the furniture was in stock. I did question the way he wrote up my order but he assured me it was for a table, eight chairs, and a side table.On December 16, 2022, my furniture was delivered. The problem was, there were only four chairs. I spoke to the delivery team who stated that was all I was getting. I immediately called the store and the delivery team called the warehouse. At that point I refused to sign for the delivery since I felt it was not complete. The warehouse told the delivery team to bring the chairs back but they could leave the table and the side table. I still did not sign for the delivery. Since the 16th, I have spoken to the store several times and they have spoken to their district manager, *****************************. The store and even ********************, who I finally spoke to today, admit that the error was made by the store but they want me to pay almost ****** to get my chairs I paid for in the original deal, to correct their error! I am not asking for any one to give me anything, I sincerely thought I was purchasing a table, eight chairs, and a side table. I am asking Ashley Furniture to honor a deal they made with a customer.When I spoke to ******************** I felt he was rude and acted like I was trying to get free furniture, while he continued to admit the store made a mistake. He simply expects me, the customer to correct their mistake. I am 63 years old and have worked since I was 14. I was taught when I worked retail in high school that the customer is important and to always treat them with respect. I do not feel I am getting that respect from ********************. I made a purchase from Ashley Furniture for a dining table, eight chairs, and a side table, I simply would like Ashley Furniture to honor the deal that was made on November 25, 2022. I paid a total of $2,558.45, cash for this set. My sales order #*******

  Business response

  01/03/2023

  Hello, We have responded to ****************** complaint and completed the delivery of her Dining Table, 8 Chairs, and Sofa Table on 12.31.2022. She is completely satisfied. Let us know if you need additional information. Thank you so much. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩