Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/11/24 we purchased a sofa and recliner. The items are defective and not holding up at all. We've contacted Ashley directly. They say that this is not a direct store. Which in fact it claims to be as well as the receipt and so called warranty. The solution locally was to pay $50 and bring the items to them to look at. Not acceptable. We are seeking a refund for the sale of defective product and misrepresentation of being an authorized factory store. No warranty information should be given out or implied if that is not in fact the case.

  Business response

  10/14/2024

  I am sorry for the delayed response to this complaint.  The communication was not sent to the correct corporate address, and it took a while to make its way to the appropriate location.

  We are always willing and ready to inspect and try to alleviate any potential problems with merchandise purchased from us.  In this case, when the ********* made their purchase they chose to pick up the merchandise themselves as opposed to utilizing our delivery service.  We tell our customers at the point of purchase that when paying for our delivery service they also are entitled to our coming out to their residence at no charge to inspect and/or repair any possible defect.  When a customer chooses to pick up merchandise instead of utilizing delivery, we tell them that if a problem arises, they either need to bring the item in question back to us or, for $50, we will schedule a service call at their residence.  Our internal records show the ********* were told this and we were waiting to hear from them.  Again, we are very willing to try to alleviate this if they will contact us and tell us if they want to bring the items to us or have us come to their residence with the $50 charge.

  Customer response

  10/22/2024

   I am rejecting this response because:
  
  When we contacted Ashley Furniture directly 

  , we were informed the warranty isn't even valid since this is not an "authorized Ashley Furniture store".  We disagree with being told we would need to pay for defective furniture evaluation because we picked up furniture instead of having it delivered.  That makes no sense and is irrelevant since the warranty is not honored.  By no means should two pieces of furniture be broken down and defective within just a few months with two non overweight adults.  

  Business response

  11/01/2024

  The furniture was purchased from our Ashley Outlet store, which is an authorized Ashley dealer.  As explained earlier, when a customer pays the charge to have a purchase delivered that charge covers more than just delivery.  It also covers coming out to the customer's home at no charge for inspection of complaints.  By opting to pick up the merchandise, and therefore not pay the delivery charge, there is a nominal ($50) charge to make a service call.  This is our stated policy.  However, in the interest of trying to satisfy this customer we will waive the $50 charge on this occasion.  Our service department will contact this customer to make arrangements.

  Customer response

  11/15/2024

  The technician came out 11/14/24.  Upon inspection he found additional problems that we had not even noticed.   He informed us that EVERY piece on both recliner and sofa needs replaced.  That will take him around 5 hours to do at our home.  He recommends replacement.  Clearly this was defective or returned merchandise.  We started with this process back in August,  It should  not have taken this long to reach a solution.  We now have to wait to hear back from someone on what they are going to do.  This case is not closed on our end.

  Customer response

  11/20/2024

  My husband was contacted today by Ashley today.  They will only repair, not replace.  This furniture was defective within the first three months of purchase.  We would like it replaced as recommended by the technician.  I do not want someone in my home for five hours tearing apart defective furniture for a temporary fix. 

  Customer response

  11/28/2024

  Please advise on what to do now.  The store is closing.  Thank you

  Customer response

  12/03/2024

  I'm unsure if you have received the last two responses.  The store is closing.  How do I get this taken care of?  We are still requesting replacement or refund   Thank you

  Business response

  12/10/2024

  While it's true that the specific location the customer made the purchase is closing, our sister location (in the same city) has communicated with the customer.  They have offered to service the furniture with no transportation costs to the customer.  To my knowledge we have not heard back from the customer after making this offer.

  Customer response

  12/10/2024

   I am rejecting this response because:
  
  This is not accurate.  We were in contact with you after the technician was in our home.  The technician who is "the professional" advised replacement over repair.  This was all documented with notes and photos in his report.  We do not accept repair.  This has been a problem within a couple of months if purchase.  As stated, we will take replacement or refund.  

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