ComplaintsforAshley Furniture Home Store
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Complaint Details
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Initial Complaint
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a king size bed online from www.ashleyfurniture.com. I received an email conformation stating that I will have two delivery dates. The slates to the bed and the bed itself. The slates came on the February 22nd, 2023. The bed had a delivery date for February 25th but never was delivered. I contacted ashley furniture and they told me that the bed was on back order. I did not receive an email, phone call, nor any type of communication as of why I wasn't contacted about this issue. No one from there customer service team could help me. **** person I talked to either had me on hold for extended times or they kept transferring me to someone else that could not help me either. They last phone call I made I was given a 2-to-3-week delivery which is unacceptable. I would have never ordered the bed if it was on back order. And furthermore, it needs to be stated when making a purchase if the item is in stock! I don't have my bed to sleep on and the website is very misleading and no one from there customer service is helpful.Business response
03/23/2023
Customer purchased on line and lives in ****************** **. My stores are in **********. This complaint has been addressed to the wrong store.
Customer needs to work with the corporate on line help desk. Phone # **************
Initial Complaint
03/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Filed a mattress warranty on 1/21/22 and was denied stating doesn't fall within warranty guidelines, but returned email they stated a different guideline and when questioned then changed their answer. Sent 2 follow-up emails 2/3/22 & 2/9/22 and have not received responses as I have shown my mattress is well beyond their mattress warranty.Business response
06/02/2022
Business Response /* (1000, 5, 2022/03/14) */ The Mattress purchased is a ***** Silver City model # ********. Manufactured by ***** and warrantied by *****. The customer emailed pictures of the mattress to our customer service agent who then forwarded the pictures and the claim to *****. Unfortunately, the claim was denied by ***** as it did not meet the manufactures warrantied policy. Note the retail store does not warranty the product, the manufacture does. Consumer Response /* (3000, 7, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent 2 more emails asking for an update as the picture shows the sag at 2.0" and the manufacturers warranty covers a sag over 1.5". The issue is NO ONE responded to my emails, therefore not covering what Ashley furniture says they stand by. Here is the email I sent asking for an update and the zoomed in picture I sent marking the required 1.5" sag, showing it is at the 2.0" a whole 0.5" as required by the warranty for someone who cannot read a measuring tape.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.