ComplaintsforAshley Furniture HomeStore - Idaho Falls ID
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Complaint Details
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Initial Complaint
02/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Party *************** Reclining Sofa was recalled. I went online to request a repair on June 22, 2023, and received confirmation #**VY8JVX. I had not heard back, so on Sept. 25, 2023, I called the number provided at ************. I spoke to a person who told me they had me in the system and I would have to wait for a call. Then on December 5, 2023, I received a call from someone at ************. This person told me that the store would be calling me within the next week to schedule a repair. It is now February 4, ****, and I have yet to hear from them.Business response
02/21/2024
Our service tech will be reaching out soon.
Ashley corporate has contracted with a 3rd party recall company who is responsible for contacting the customers as well as coordinating the in-home service repair.
We apologize that you have not been contacted. Our records show a phone number of ************. We will update the new phone number and contact the customer today.
We have same day service available so long as the customers schedule will work the same day.
My service tech has already left a message for availability.
thank you
Customer response
02/22/2024
My husband was contacted by ****** who is located at the store. ****** scheduled an appointment with my husband, and said their tech would be able to come to our house to service the couch today (2-21-24). ****** said the tech would call when they were on their way to our house. Neither my husband nor I received a call, and I was at the house all day. It is now after 11pm. I think it is safe to say they are not coming today.Customer response
02/25/2024
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.
Sincerely,
*************************Initial Complaint
03/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to hopefully get some movement on a warranty repair that I have been dealing with the local store in Idaho Falls now since Mid-November. This was an extended warranty claim as a powered theatre sofa just suddenly stopped working. Notfiying the store was easy and within a few days, it was acknowledged and said that parts were currently **** weeks out, which seemed a bit insane but whatever---Ashley Furniture is notariously awful at timelines so I just rolled with it. Fast forward to now, over the past month or two I have been exchanging e-mails with "****" who I guess is the local store's service tech manager or something along those lines. She told me about a month or so ago that all of my parts had come in and that the service tech should be reaching out to me to get a date/time scheduled to come fix it . Great! I did ask **** how they knew what part was broken since no one ever bothered to come out to inspect it for what piece had failed and she informed me that they just ordered ALL of the components for the piece of furniture and the tech could figure it out when he arrived. Again, whatever...cool. Fast forward to today....still have not heard from the tech. I e-mailed **** back on 3/25 to inquire--she informed me that she had been out of the office for a family emergency and would reach out to the tech first thing Monday morning (3/27). On the afternoon of 3/27, I e-mailed her again as I had not heard from anybody and was informed that the tech was in Sun Valley doing a delivery, I guess but that he would reach out to me when he was done. Here we are at almost 1PM on 3/28 and still no call from anybody. It's a bit tiring to keep having to do this. I need some help to get this guy out to my house to fix my furniture that we purchased an EPP on. I don't know what else to do as I am seemingly just being lead in circles by the local store. Any help would be appreciated to get this situated. ThanksBusiness response
03/30/2023
We have reached out to the customer and have resolved the issue.
There was a lack of communication which we are taking steps to resolve so this does not happen again.
Thanks,
*********************
Tell us why here...
Customer response
03/30/2023
Better Business Bureau:I find the constant runaround that I received from the store directly to be of poor judgment. We were told this morning but the repair tech that this is something that could have been repaired months ago as he had these ************* and had someone just communicated with him or at the very least sent him out to our home to troubleshoot the problem back in November when the case was opened---it would have been fixed then. Highly frustrating.
With that being said, the issue was corrected and fixed today.
Therefore, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.