Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a loveseat from Ashley Furniture company on 3/29/2921 in Tallahassee Florida. With the pandemic it was delayed approximately 2/3 months later. The amount was $1,039.97 not including the interest on the loan. It was finance with preferred lease total $2,515. Within a year I complained about the sofa defect they mentioned I need pointers of taking care of leather. It stupid to think myself as a senior can’t take care of furniture. Finally spoke to customer service agent whom suggested me sending photos. when sent she told me extended warranty didn’t cover defeat . I am totally disgusted with purchasing an expensive piece of furniture and not receiving the type of customer service deserve. I am totally disappointed, they were to send someone to view it and as of today I have not seen any one. They are totally unconcerned with me and I will not recommend nor purchase any furniture from them.

  Business Response

  Date: 09/01/2023

  *** ******** did order a loveseat on 3/29/2021, which she paid with through a leasing company. The customer was delivered on 4/22/2021, less than a month later. Please see the attached signed delivery receipt with photos. The customer contacted her sales representative who opened a Service Request with our Service & Warranty Department on 2/24/2023, 1 year and 10 months after the customer was delivered. The complaint was “the leather is wrinkling and deformed but no one sits on it”. Please see the attached report. The customer was referred to Guardian Warranty at that time, due to the fact that the customer purchased the 5-yr protection plan at the time she purchased the loveseat. Guardian is a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Guardian Insurance Company. Pamphlets and flyers are available in the stores outlining the coverage, see attached. The information that the customer provides to Guardian when filing the claim is used when they determine if the claim is covered under the plan details. *** ********’s furniture is outside the 1-years manufacturer’s warranty (expired 3/29/2022). We did locate the denied claim information she filed with Guardian. See the attached email. I suggest she continue this matter with Guardian Protection as they state that they provided her with the contact information for their internal dispute resolution team.
  

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a power reclining sofa with adjustable headrest. It was delivered on February 25, 2022. The sofa has a wireless phone charging system. It was not working with my phone. By the time a tech was sent out, I discovered that my phone was not compatible. The tech called ** and was told that the phone was one that the system supported. Replacement parts were ordered on March 9, 2022. The tech returned on April 5 to install. The sofa started making a loud noise when the reclining mechanism was manipulated. Ashleys was called on Aug 16, 2022 to report this issue. Was told someone would call to make an appt to come check issue. After no one called by Sept 2, I called Ashleys again. Tech came on Sept 5. Noise was still present; called Ashleys again on Sept 12. On Oct 3, I went to the store; was told manager was in in but he would call in 24 hours. Didn't receive call. A few weeks later l went to store again. Got the same promise and results (no call from manager). Oct 13, called Ashleys and stated that I wanted my money back. The sofa has had issues since delivery. On Oct 24, a tech came to inspect the issue. I asked the tech if he could just recommend a refund or a replacement. He stated that if he couldn't fix it, it couldn't be fixed and Ashleys would accept his word. He ordered a LSF mechanism and seat cushion core. On Dec 5, tech came to install. Now the cushions were not even. He stated that he would order a better foam with his company than what Ashleys provided. Tech returned on Feb 6, 2023 to install better foam in different area; this did make the seats even. After a few days, the Ashleys foam was slipping from the seat and clumping in the leg rest. Upon reporting this to Ashleys, they sent a tech to inspect on Mar 20 and they want to say this is an issue that happened after the one-year manufacturer's warranty. This is not a new issue. It started when the LSF was addressed in Oct. I would like to have the sofa returned and receive a refund.

  Business Response

  Date: 04/18/2023

  *** **** came into the store and made the purchase of several living room pieces and occasional tables on 12/22/2021. Please see the attached copy of the signed sales ticket. Page 5 is the signed copy of the Customer Sales Agreement. Highlighted are the section for repairs; “We reserve the right to have a certified technician evaluate/ or repair any defects before further action is taken. At our discretion, we will correct or replace product.” The item in question was delivered on 2/25/2022. Please see the signed delivery receipt. *** **** had cancelled the other items on her ticket and received her refund on them as well as an adjustment on the delivery and the protection plan fees. On 2/25/2022, the customer called the Warranty & Service Department to report the issue of the phone charger not working. The replacement part was ordered and shipped directly to the customer’s address. Several text messages were sent to confirm that the part was delivered in order for a technician to be scheduled. The customer did not reach out for some time, see attached Service Request Report ******* The part was replaced on 8/5/2022. The customer was informed at that time that the wireless charger is not compatible with her phone. During that service call, the customer identified other issues to the technician. Parts were ordered for her left side and main seat cushions and were received by the customer. The technician replaced these on 9/17/2022 and he stating that the left side sits lower due to wear. The customer called on 9/28/2022 to report noise from the reclining mechanisms as well as the phone charger was not working. On 12/9/2022, the technician was sent and confirmed the issue, see report ******. The noise was cause by the damaged mechanism and the customer was reminded of the charger not being compatible with her phone. The technician had to readdress the cushion issue for the left side. And parts were ordered. The replacement mechanism came in and was installed. The cushion did not arrive. To satisfy the customer, the technician “built” a cushion with a thicker foam and both parties signed off on the completion of the job on 2/16/2023. On 3/9/2023 (over a year after delivery, and 3 weeks after the technician’s last service call), the customer reported an issue with the left seat cushion, see report ******. The technician reached out the customer to inspect his previous repair. He found that though the left seat cushion was worn from use, the issue is now the left leg rest. Since this a new report of damage and after the 1-year manufacturer’s warranty has expired, the customer is not covered under this warranty. The customer did purchase the ******** ****** ********** Plan, a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the ******** ********* *******. We suggest that she file a claim with them by calling **************  

  Business Response

  Date: 04/20/2023

  The customer is looking for more to be done on an issue that is not damage nor a defect, but simply normal “wear and tear” of her furniture (please refer to the attached Service Reports from the original response). Unfortunately, we cannot offer anymore assistance than that which was done prior. She can file a claim with ******** as we suggested in our previous response.

  Customer Answer

  Date: 04/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ******** ****

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed from Ashley HomeStore in Tallahassee, upon purchase of the products I have been complaining to the store in regard to the products and the store has been giving me the run around about returning the merchandise, this has been going on for about a year and has not been resolved with the store until the store almost let my warrant expire. The store finally sends out a technician who lied ******* who lied about the products and stated off the record the record that it was my fault that I choose a poor quality of merchandise, He also state that the product I chose was not good and will not last long for the quality making of the bed. The bed was still wobbling and could not guarantee the service he just tightened up the screws and that is and felt it was ok to last temporarily. Also, with Covid still going on the technician has the nerves to jump up and down on my bed with his shoes on to test out the service. I was very upset to see this happened on my new bed comforter he gave my no respect in my home and disrespect me as well. Because he just tightens up the screws, he felt the merchandise was fine and again he stated it was my fault for chosen poor quality of merchandise. I have been dissatisfied from day one with the merchandise and Ashley Store has refused to make it right and pick up the item. I want my money back from Ashely and depart all service and connections with the story. What happened to excellent customer service these days? It's all about putting money in their pockets and disregards satisfying the customer. Please help me in this matter

  Business Response

  Date: 04/04/2023

  Please see attached a copy of Ms. ******* signed sales ticket dated 1/10/2022. With it is the signed Sales Agreement (also listed below, highlighted) that states the 3-day Return Policy and  Service Policy. Ms. ******* bed was delivered on 4/16/2022 in good condition, see signed delivery receipt.

   

  Also attached to illustrate the dates of events, are the Genesis Financing dispute Ms. ***** filed on 3/20/2023 (her second time disputing with Genesis for these charges). Here she tells her financing institution that her merchandise was returned due to being defective.

  On the same day, 3/20/2023, Ms. ***** contacted our Warranty & Serviced department to report her bed is “wobbly, not stable”. See attached service request. This was the first Service Request we received on any of her bedroom furniture.

   

  The technician was at her home to access the issue on 3/27/2023, please see attached. Obviously, the merchandise was not returned as the technician was servicing the items one week later.

  Please read his notes. The fourth note at 6:38 – customer stated she had someone come work on her bed and tighten her bolts prior to todays visit. If this is true, this will void her warranty. These bolts are lock washers as stated in the first set of the technician’s notes, 6:04. Meaning that the bolts do not loosen on their own. The technician repaired the bed as stated in the first set of notes.

   

  see attached

• Initial Complaint

  Date:05/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 23, 2022 I was going to purchase a mattress from the co. We couldn’t come to an agreement on the details so I cancelled the order with the **** ***** *******. When I got home I received 2 emails confirming a Wells Fargo credit card for the Ashley Advantage program and an order for the discussed item. Besides being the incorrect order I didn’t purchase anything. Please help me resolve.

  Business Response

  Date: 05/31/2022

  We offer several types of financing, with several different financing companies. *** ***** applied through the ******* ****** which is customer facing with all disclosure being viewed by the customer. She was approved by the first financing company, Wells Fargo, on May 23rd at 7:31 PM, see attached. The sale was written and *** ***** signed the sales ticket, the Wells Fargo authorization, the electronic consent, and the Customer Sales Agreement on May 23rd at 7:48 PM, see attached. Please note the highlighted areas on the Wells Fargo signed authorization where it states that the posting of the charges to your account will be “charged to your account immediately”; and “you agree that this transaction is under your Credit Card Agreement with Wells Fargo Bank, N.A.”. Please note that this was also the same day that the BBB complaint was filed. The store did cancel *** *****’s sales ticket the same night, and submitted a refund request to the Refund Team. When the refund team tried to key the refund into the Well Fargo website, it rejected due to the customer closing the account. A manual refund request has been emailed to the Wells Fargo Billing Department on 5/25/2022. Once they receive this and process the request, the refund will be applied to *** *****’s closed account giving her a zero balance from any Ashley Furniture purchase.