ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional with chaise from Ashley which was delivered on **** *,2022. The material starting piling almost immediately. By the end of December the sectional was a mess with heavy piling that was leaving nubs everywhere on cushions. Ashley replaced the cushion covers and I put them on the first part of February. After a few weeks of use I can see the cushions are already piling again and in addition the arm rests and back cushions are also piling. I have contacted Ashley and they won’t do anymore due to their warranty states it doesn’t cover piling. I think this is an exceptional case, not normal wear and they should offer me to reselect the sectional for equal or less than the @$1800 I paid. I regret this is happening as I loved the style, color and comfort but think after 6 months of a single working person using it it should not look like it is several years old. I do have pictures pictures of the cushions I will include. These pictures were taken the end of December.

  Business response

  03/23/2023

  Ms. ****** received delivery of her 2 piece sectional on ****2022. Attached please find her Purchase History illustrating this. On ****2023, the customer reported issues to the Warranty & Service Department of the “fabric balling up” and “stretched fabric after sitting”. The Warranty & Service Department representative discussed the issue with the customer and agreed to order the parts as a 1-time courtesy as this is not covered under warranty. The necessary parts, the cushion casings, were ordered to the customer’s home. An email sent to her on ****/2023 to inquire if a technician’s assistance was needed for installation. The customer informed the Service Department that she installed the casings herself. On *****2023, the customer called the Warranty & Service Department to report piling of the new casings. We have further looked into Ms. ****** unique situation and found this to be an exceptional case. We are reaching out to the customer to offer her a reselection of the 2-piece sectional based on these rare circumstances. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a mattress from Justin at this location. He told me there was a warranty on the mattress, but I have not received the information for the warranty. I want a copy of the warranty. When I called the store, the manager was explaining how to file a warranty claim and would not send the warranty to me.

  Business response

  01/13/2023

  Mr. ******** bought a ******* ****** **** **** ******** from the ******** store that was delivered to him on ******2022. Please see the attached signed delivery receipt. As we carry mattresses from many different manufacturers such as, ******* ************* ******* ****** ******** ****** * ******* etc., it would be extremely difficult to have print outs of each vendor’s warranty on hand. For customer who would like to view, or print, a copy of the warranty for the brand of mattress that they purchased, we suggest they visit the website of that specific manufacturer. In Mr. ********’s case, *********************  ** *************************** will provide him with the warranty information he is looking for and that we stand by. If the customer should need to file a warranty claim, he can simply contact the number on his sales ticket for our Warranty & Service department and they will be able to assist him.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am having the same issues as everyone else on this page Ashley tells you that you will have your items in 4 to 8 weeks. We purchased back in ********************************************** still have not received bed parts. We purchased in store the bed that has the drawers beneath so they are still sitting in my daughters bedroom floor. Have called almost every month with absolutely no help. I would like a full refund or a bed that can be used. I want to purchase from a different store I am so fed up with Ashley please refund my money so I can purchase furniture that I can use please.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/21) */ Ms. *****'s bed she received in ****** needed parts ordered. The parts were ordered through the manufacturer to be mailed directly to the customer's home address. Attached is the customer's sale, signed delivery receipt and Service Request Report. The pandemic of COVID-19 has affected the supply chain and rate of production causing the parts to be delayed. We truly understand the frustration of the customer for waiting on her furniture and now the parts. The Warranty & Claim department has been monitoring the parts and updating the customer on the status of their parts shipping out from the manufacturer. Ms. ***** has been offered to do a reselection for the bed but did not wish to do so due to the issue of the bed matching the other bedroom furniture. We have contacted a 3rd party technician who is proficient in solving unique repairs to follow up with Ms. *****. A date for the service call has not yet to be set.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on *-**-2022 I placed an order for 4 pieces of furniture for $1578.90 including $149.99 required delivered charge. approximately 6 weeks the dining room was delivered and they said they didn"t know when the other tables would be delivered. Saturday *-**-22 at 8:15 pm the truck delivered the two end tables . the Driver said that the cocktail table was was not on the truck even thou he had an order to deliver. No one contacted me so I called and the rescheduled for Thursday. The truck arrived with no table even thou the driver had an order to deliver. He called someone and they told me that the issue would be resolved that day. Nothing happened. I called back and they said next delivery would be *-**-2022. I received an e-mail it would arrive in the afternoon. and then I received a text that they don't have the table. I called customer service and the person said a management person would call me. No one called. I want a complete refund including Delivery and taxes.

  Business response

  08/16/2022

  Business Response /* (1000, 12, 2022/06/29) */ We do apologize for any miscommunications that occurred. The customer made his purchase on */**/2022, see attached sales ticket. He did receive partial deliveries on */** and */**/2022. Unfortunately, the cocktail table had been discontinued during this time and this information had not been relayed to **. ******* in a timely manner. The store had refunded him $583.19 on */**/2022 for the cocktail table. The store manager agreed to take back the end tables. Attached is the signed pickup receipt for the drivers picking up those tables. A refund was done on */**/2022 for the tables in the amount of $496.78. As a courtesy for the miscommunication, we have returned the non-refundable delivery fee plus tax in the amount of $161.99. We do hope that **. ******* will give us another opportunity. Consumer Response /* (2000, 15, 2022/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) took drastic measures to get them to respond. I'll never shop there again

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