ComplaintsforAshley HomeStore

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good day, I bought a sectional sofa for my living room less than a year ago, the couch took more time to get delivered than what was said on the contract around 4 months. When the coach finally got delivered the quality of the fabric started to break. I called them several times to let them know what was going on with the furniture and they kept saying that a manager was going to call me back, this happened for around 4 months of me calling to tell them the quality was horrible I sent pictures of the coach saying I didn't want it, and that I wanted to change for another style or my money back because it was not good quality they said it wasn't possible and I paid around 3,500 dollars for it. The manager said that the only thing he was able to do was to send the same fabric covers for the sofa. They did, but the couch even with the new covers still has the same problem. They say they can't do anything anymore because is a manufacturing problem. I don't have kids or pets, my husband and I are the only ones that live at home, the sofa quality is terrible, it is not what they described when it was sold. Thank you

  Business response

  03/07/2023

  Hello,
  
  After reviewing, it appears that this product was delivered almost two-years ago. Unfortunately, we would be unable to accept a return or replacement request for product that has been in your home for that length of time. Also, the one-year manufacturing warranty had expired. Due to this, we are unable to proceed with repair or replacement assistance on this matter. If you have any additional questions on how to properly care for your items and fabrics, please feel free to reach out to us directly to discuss at ************, Mon-Fri, between 9am-4pm.

  Thank you,

  Thomas D****

• Initial Complaint

  11/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/2020 my mom purchase a pull out bed/couch we understood it was going to take 16 weeks. We did the process and the associate Luis told us we get a free rug. I said to him nothing is free in life he said as a complementary. He kept persisting that it’s a free rug. He even brought the rug to our car. Its documented on the receipt. 16 weeks past my mom Who purchased the item went twice to the company to see what’s going on because she needed it for the summertime. 1st time they told her it’s still in process. 2nd time they told her it was cancel. With no explanation, my mother who doesn’t speak the English very well didn’t ask why. So she decide to purchase a mattress went through the process on her receipt is nothing says about the rug she did finance and towards the end of her cycle bill, she only owe $300, they tagged in $468 charging her for the rug. She went to the company they said $468 is what she owe because she took the rug. On 10/25 I went with my mother to Ashley want to speak to a manager to resolve the problem. I explain my situation I told him that I don’t think it’s right that we’re getting charged when it was a compliment free rug Luis who persisted to say it kept on saying it’s a free rug. We never cancel the order when I asked to associate he said they The company cancel the order because they called a couple of times. We never received a call because her number was wrong. This particular associate said he will do what he can. 10/27 received a call from another female associate and they reduce it from $200. 11/15 I returned back to Ashley spoke to another store manager who claims because we took the rug is our responsibility. when I try to explain to him the situation he just kept on saying that it’s our responsibility. I don’t think it’s right it’s bad business they are going against their word. I think we should not be responsible for paying for the rug when they are the ones who canceled our order.

  Business response

  11/17/2022

  Hello,

  Good morning. We are terribly sorry to hear regarding this experience and would like to take the opportunity to resolve this. Please give our ******* Store Manager, Haitham, a call at your convenience to discuss the matter further at ###-###-#### and we would be happy to come to an amicable resolution.

  Thank you,

  Thomas D****

  Customer response

  11/17/2022

  
  Complaint: ********
  
  I am rejecting this response because speaking to manager Jack today 11/17 (not to Manager Haitham) Jack gave us 2 options $300 store credit or refund 1/2 of $246. We don’t want refund or a credit we are asking for Ashley furniture to keep their word. On 12/2020 Associate Luis said it was a complementary free rug. 1st when it was not us who cancel the order. 2nd I don’t think it’s right or unethical just to add the price of the rug on a different purchase without discussing with the customer. 3rd it’s been over 6 months never received a letter Charging us for the rug, phone number might be wrong but her address is correct. 

  Sincerely,
  
  ********* *******

  Business response

  11/18/2022

  We accept your rejection and your complaint.

  Customer response

  11/18/2022

  
  Better Business Bureau:
  
  Reference to complaint ID ********

  Please see attachment receipt for the mattress. You will Notice that there was no charge was added for the rug. The associate never mentioned anything about the rug, 6 months later they decided ********* bank to charge her for the rug without any conversation with customer. Thank you for your time. 

  
  Sincerely,
  
  ********* *******

• Initial Complaint

  10/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Spent $4800 at Ashley Store Upon receiving my bed and box spring which was delayed by 6 weeks - the wrong box spring was delivered. It was 9”. I asked for 5” low profile. They agreed to order me a low profile 2” boogy board (not admitting to their mistake of delivering the wrong box spring). They did a shoddy job of putting the bed together and left green dots and the stand is not even at the footboard. They damage my rental condo hallway crown mouldings and Scott said we will only file a claim if you condo reports you. The bunky 2” board was on back order so I’ve had to literally crawl up my bed and I have a bad right hip (arthritis). I called last week and Scott said the side table I ordered was here and he would try to get delivered scheduled as we await the bunky board. He said he would get back to me and I had to call them a week later. Still my bunky board was not in as if this Monday and I said cancel the side table, cancel the bunky board. Take the incorrect 9” box spring and take back the Sealy mattress since it is too firm and not comfortable. The top guy called me today after sending an email and he refuses to do what I want. He wants to charge me $199 to exchange to another mattesss. I told him I want to cancel my order and he says no to the side table and the bunky board. I do not want another delivery disaster or mistakes. What are my rights! This company is unethical. I need help to get this matter resolved asap.

  Business response

  10/18/2022

  Hello,

  Good afternoon. We are terribly sorry to hear regarding this and would like the opportunity to resolve the situation. Please reach out to the store location you had purchased from in ******** ** to discuss with the store manager directly in order to come to an amicable conclusion.

  Thank you,

  Thomas D****

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bedroom set incl mattress from Ashley Furniture along with several other pieces of furniture. I told the sales person i wanted a platform bed with storage. We picked out a queen set. He also suggested an adjustable base. It took about 6 weeks to arrive. delivery came a day earlier than expected but I figured since I waited this long I would accept it. I didnt have them assemble bed because I was having new carpet installed the next day. I said I would do that. So after the carpet was installed, I started to put the bed together. Frame was real easy. Then came the part where the adjustable platform was to go in. It does not work with the bedframe they sold me. I went back to the store & they confirmed that the adjustable base will not work with the frame they sold me. They want me to exchange for a different bed frame with no storage. I said no. I said I dont want any of it now & they wont take it back. They lied & sold me equip that I cant use. not any of my fault.

  Customer response

  10/13/2021

  
  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.

  This matter has been resolved with the business.  Please cancel this complaint.  Thank you

   

  Sincerely,
  
  **** ***

  Business response

  10/13/2021

  Customer issue with the bed was resolved by scheduling an exchange; the panel bed for storage bed which she agreed to, however, she called later stating that she wanted to upgrade to king, she was told no, then today again spoke with her over the phone, she agreed to keep the storage bed and return the adjustable base with a full refund.

*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. ↩