Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased furniture from ******** ********* ***** in ****** ** and purchased the warranty to cover damages to the furniture. Since purchasing the furniture a year ago, the furniture has been falling apart. The slats which hold the mattress has broken, causing the mattress to cave in the middle. Our dress drawers should be soft close and 3 of them do not close properly. I called the warranty company and I was told my order could not be found or the warranty I purchased. I went into a different ******** in ******** ** and was told there is nothing they can do since they are a franchise not associated with the ******* ** location. The ******** Furniture, which was located in ****** ** is now closed. I have been told that my warranty policy cannot be found nor can my order be found by the protection plan company and a customer rep I spoke from ******** over the phone. I have my receipts for proof of purchase of furniture with the breakdown of what was purchased and also includes the warranty.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  in october 2023 we purchased a bedroom dresser from the ashley store in ****** ** for full price, not sold "as is "..the purchase price was $1499.99...we payed this amount in full and not on finance through the store...it took almost 6 weeks for the piece to be delivered to us...upon delivery, the delivery men unwrapped the piece and opened the drawers , took a picture & gestured me to sign for the furniture delivery , never once saying to read the whole form thoroughly before signing. a couple of the drawers were not closing properly so we called the store to have it fixed...after another 3 weeks a technician showed up and concluded that the piece needed to have 2 of the mechanisms replaced and he was going to order the proper mechanics that would be directly sent to our home and at this time to then call for the service and set up a date to correct these drawers..
  
  after another 2 weeks the mechanics came and we called the store for an appointment to have the dresser repaired...after another 3 weeks the technician showed to repair the dresser...he took the replacement parts and installed them and the drawers still don't close properly...we told this person we were not happy with the piece and didn't want to have to keep having this company coming back countless times to repair something that was brand new and should not have had to be repaired in the first place...he then stated he would tell the company to put us in for a refund and removal of the piece...he also claimed he could not fix this piece & we have this entire incident and verbal statement on video
  
  upon his departure which he went out of our home in a rant, he left a mess in our bedroom from the parts and attempted repair of the unit...we then called the store and spoke with a manager ( identified as "ms. J"..she refused to give her full name )
  and she said that the technician had no right telling us we were to get a refund...she offered to have the piece taken out of our house to be repaired at their warehouse which we refused because of all the inconvenience we have already been through..it was 3months since we purchased this piece and still have not been able to use it needless to say how much longer it would take them to repair this and still leaving us still without a dresser
  
  ms J. was very arrogant in  speech with myself and my wife and when we said we might retain an attorney to settle this she replied : "nobody threatens us"...i am deeply appalled at the way this company is handling this situation and need resolution to this problem..
  
  please accept this email as my formal complaint against this business and hopefully your establishment can help re3solve our dilemma..i am also filing a statement with *** **** ** ******** ********** ** ** as well...we work VERY HARD for our money and should not and cannot accept the way ashley has dealt with this issue...if there is anything you can do for us please let us know 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an Ashley furniture's pull out sofa bed in June from ***** ********. The screws that hold all the bars to the sofa have all pulled out of the particle board sides of the couch. It has wrecked my hardwood floor because it scratches when folded back up, I had to put deck screw in the thing to hold it together. I called ashley they say call * **** *******s. ***** ******** says ASHLEY IS THE WARRANTY COMPANY THIS IS AN ASHLEY SOFA. I have a 1 year warranty from ASHLEY they need to honor this warranty.

  Business response

  10/19/2023

  This customer did not purchase any items and made no transactions in any of our stores - It clearly states in the complaint,  they purchased from *** **** ********. That is the retailed they need to contact. *****************

   

  Bob A****

  VP of Operations

  860-481-1476

   

  [email protected]

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a bedroom set from Ashley’s on July 22, for $2,856. I was requested to pay upfront in full. The furniture was delivered about a month later. It was delivered with the decorative pieces to the legs of one of my nightstands missing. 9 months later I still do not have the piece. The shipping date keeps getting pushed back.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased ****** couch instore and had several price decreases before delivery. Each time I documented it and sent via email to the store location with call to follow up that it was received and I would be credited the different. Again couch dropped to $599.99 online and I sent the information around 11/26/21. Not seeing anything credited from any of my documents I assumed it would happen once furniture was delivered. Couch was signed & delivered on 12/24/21. Beautiful set, no issues. I go out of town and return in January, this time I return instore and go to the Cust service desk and they got the floor manager who said the couch was already delivered no adjustments even though I messaged my finding pre delivery. I called Corp Ashley, found out this was a franchise and they couldn’t help however said to go to the *** ******* ** location as that was like home office location. Drove the 40min to find out again, they couldn’t help and to basically eat the price difference. This is poor business practice and predatory false advertising behavior to lower prices and not honor it if customers see it. This was purchased via Ashley Advantage credit card serviced by ***** *****.

*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. ↩