ComplaintsforAshley Furniture Home Store

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch back in 2017. I purchased a care plan for the couch. I agreement I signed stated that if I did not use the care plan I would be refunded $249.00.I called today and was told that the owner shut down all of ******** furnitures and did not tell anyone! He locked the doors.

  Business response

  11/04/2023

  Warranties expire after 5 years - this warranty was purchased 6 years ago. Furthermore, the store (current management) is unable to honor refund policies from previous ownership. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business conducted misleading sales and marketing advertising that one could purchase furniture and pay in monthly payments with zero interest for 18 months. After 12 months, the store's credit issuing partner "********* ****" charged us $597.07 in "deferred interest". When we asked ********* **** about this charge, they informed us the interest free period was actually only 12 months and we would have to pay the deferred interest for that period if not paid in full within 12 months. We had our payment scheduled for 18 months. We intend to dispute the legitimacy and legality of this interest charge which is in violation of the Code of Federal Regulations under 12 CFR Part 1026 due to the failure on the part of Ashley Global Retail, LLC (hereinafter referred to as “Ashely”) and ********* Financial (hereinafter referred to as “********* ****”) to follow the guidelines set forth in 12 CFR Part 1026 which I have outlined in the attached letter that was sent to ********* ****. This letter was mailed twice since July, 2023 via Certified Mail to the business and no answer was ever received.

  Customer response

  09/27/2023

  Ashley Store Address:

  **********************, Pasadena, MD *********

  Business response

  10/09/2023

  Based on our records, the finance terms were for 12 months, not 18 months. Please see the attached receipt as confirmation.

  Customer response

  10/12/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The content of my letter focuses on the marketing practices and misrepresentation on the part if Ashley in which they claim an Interest Free finance offer without clearly stating the disclaimer that in fact this is not an interest free but a deferred interest program. Please read the contents of the letter attached to this complaint in its entirety to get a more comprehensive understanding of the nature of the complaint. 
  The businesss response ignores that side of the complaint and only responds to the 12 vs 18 month period. Even though the marketing promotion claimed 18 month financing. 
  

  Regards,
  
  ***********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mattress poking me in the side very uncomfortable went next day after delivery said the contact the corporate office they said there was nothing they could do

  Business response

  10/01/2023

  The furniture is scheduled to be inspected by an inspector in early October; results will determine course of action.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased bedroom set for the master bedroom (including bed, matress, night stand, and dresser) from Regency Furniture (part of Ashley) in Downingtown PA. After they delivered and installed, I noticed that inside the dresse is damaged and there are some minor damages to the night stand (see the attached pictures). I called multiple times and even drove 20 miles and stopped by in pesron to see if it is possible to send a technician for repair or partial refund but nothing happend and they ingnored my request to repair or refund and I was told if I want to return the items I will get refund only for 70% of price I paid. I purchased around $4200 (which was a mistake by the way). I was really disappointed by their customer care/service, when you go to the store 10 staff would try to convince you to make a pourchase, but the moment you pay it is different story. I am submitting this complain to get partial refund. The invoice number is *******.

  Business response

  09/17/2023

  The furniture was not reported to have any issues until weeks after it was delivered; the first issue, the mattress, was a comfort issue which was reported beyond the 72-hour reporting window. The second issue was a crack in the dresser which was reported weeks after it was delivered. We should note that breakage issues are not covered under the manufacturing warranty and can only be covered if reported during or immediately after delivery (or at least 72-hours).

  Customer response

  09/21/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  First of all I did NOT talk about mattress, do NOT try to change the subject of complaint please.  Second, when the furniture delivered, I was not living in the house since it is a new construction and we were in the process of moving, but we made a huge mistake and made big purchase from Ashley before moving in. Also, if you look at the damage, it is hidden inside, and I did not find it until a few weeks after having the furniture delivered. I think it is you responsibility to take care of damaged products and this so-called warranty and 72 hours policy that you are referring to is ridiculous and you should revise them. I am not satisfied with the response and customer service from Ashley and will write and publish all of these complaint on ****** and your website to let people know how you deal with the customers.

  Regards,
  
  *************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a sofa sectional from Ashley Furniture in Somerville, MA. The sales team initially informed me that the item I wanted was out of stock, but assured me it would arrive at their warehouse on Thursday, June 29th. They promised to call me on Monday or Tuesday of the following week to provide a delivery date. Unfortunately, I did not receive any call, and now I find myself in a difficult situation due to their strict cancellation policy. If I had been given the correct delivery dates from the beginning, I would never have made the purchase. It is disappointing that despite the misleading information, the store wants to charge me a 10% cancellation fee for being beyond their three-day cancellation period. I now have an open credit on my credit report without the sofa to show for it. Moreover, the store is refusing to provide a full refund. I kindly request that the store reconsider and provide a full refund due to the inaccurate information provided and the resulting inconvenience caused. I believe it is only fair given the circumstances. I hope we can resolve this matter amicably and avoid any further escalation.

  Business response

  07/23/2023

  We apologize for the dissatisfaction with the service, specifically the wait times. Unfortunately, furniture that is not in stock can take several weeks to arrive from the factory once the order is placed. In this case, the furniture was successfully delivered on July 19. We hope this satisfactorily resolves the customer's concern.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On Jan 6, 2023 we purchased at *********** King Bed with Rails/Roll slats, headboard and ***** King mattress. We purchased with the understanding the items would be in new condition. Delivery of items occurred on January 28th with the individuals whom delivered noting that the side rail and drawers were damaged on delivery. Pictures were taken and Ashley was notified by delivery men and customer (us). New parts were ordered and not received until April 2023. A repairman came June 24th, 2023 to our home to replace damaged side rail and drawer. Upon inspection, repairman from *** *********** named ****, noted the "new" siderail sent was damaged badly. Pictures were taken, emails sent to Ashley furniture and **** assured us we would hear from Ashley furniture with resolution in 3-5 days. Customer sent multiple emails regarding damage and multiple phone calls with Ashley representatives requesting updates, resolution etc. No one has called us and as such, customer (us) called today, 7/7/23 for updates and to escalate the ordering of new piece for damaged bed. Manager "***" refusing to come to phone to discuss case. Spoke only with staff worker ********, twice as issue is not being resolved. Requested Manager call but requests have gone unanswered. Pics of damage and email correspondence will be included. We are seeking full refund for cost of bed due to the negligence of company and poor quality of item received. We purchased with understanding of NEW bed and parts, not Damaged.

  Customer response

  07/15/2023

  Address of Ashley Furniture Store where bed purchased is *** **********. Lancaster, PA *****. 

  Customer response

  08/11/2023

  The company has not yet resolved fully the issue. We are awaiting new pieces to replace damaged furniture 7 months after our initial purchase. Requests for refund have not been successful.

  Business response

  08/13/2023

  The service center has been continuously working with the customer to resolve the issue, including by sending technicians, sending new pieces, and offering discounts for the dissatisfaction with the furniture.

  Customer response

  08/14/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The $110 offered us too little given it is 8 PLUS months since we purchased and paid over $2000 for the king bed. The most recent technicians that arrived with “new” pieces spoke no English at all, huge language barrier and the pieces they brought to replace the damaged pieces we received back in JANUARY were also damaged on arrival! A huge pattern, as the items arrived damaged in January, June and now August. See pics attached taken on Saturday August 12 for the most recent damaged items that were brought to our home. So, no, we are not accepting of what they have done such far as the issues are not resolved in a way that shows the company recognizes the extreme lack of quality and lack of reasonable compensation for customers who paid over $2000 for furniture on Jan. 6, 2023 and as of Monday, August 14, 2023 still do not have pieces that are not damaged. Additionally, customer has made multiple calls to company that have gone unanswered. And, the delivery technicians that arrived this past Saturday also punctured a hole in our wall while carrying the replacement items (which were found to be damaged upon arrival as well - 3rd time this company sent us replacement items that arrived damaged), up to our bedroom. Overall the experience has been awful and as customers we should be receiving a much larger compensation, repair of our wall and we deserve items that aren’t damaged. Every time they send repair techs out, WE have to use paid time off work or change our schedule around to stay home for the four hour window for delivery. We didn’t agree to having to be home for multiple days for attempts at replacing the damaged items. Now, 9 months into this and we have lost all faith in this business and will never do business with Ashley furniture again. We advise others to stay away from this company as well and choose other options when purchasing furniture. You cannot argue that what you are doing for us is reasonable when THREE times your items have come to us damaged. We would have never purchased from your company if we thought we would still have damage to our bed and home almost 9 months past date of purchase. This company is delusional if they truly think how they are handling our issue is suffice. We deserve more and better. 
  
  Regards,
  
  ******* And *****************************
  

  Customer response

  08/14/2023

  Damaged side rails arrived yet again on third attempt at which Ashley tries to fix our side rails. This is ridiculous. More pics can be provided as needed. These pics are from Saturday, august 12th delivery. Inexcusable that THREE times the company has delivered damaged side rails. We should at this point, 9 months into this, be given a full refund. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  invoice #*********; sale date 02/20/2023 store location: 1025 north west end blvd Quakertown, pa.18951. delivery date: 03/08/2023 (the delivery team was professional, careful and gentle with the delivery) , item no. *** ******** description: ********* - mahogany 2 seat pwr rec sofa, Extended price $1,539.99. After a short period of use, it was observed that the back of one side was misaligned to the other. Upon my investigation, i photographed a broken frame. I initiated a claim with Ashley to which they scheduled and sent a repair man. He investigated and took numerous photographs. He had with him his repair tools to which he stated that this was a broken frame to which he could not fix. It was simply a poor engineered design. He stated that he would submit his report and that the most likely repair would be a replacement from the manufacturer. That was approximately April/May of 2023. I thought Ashley would honor there commitment to good customer care. Since that initial time, I have been getting a delay upon delay of responses. Then I received voice mails of I would owe a fee to get service and it was under supervisor review. Only today (07/03/2023) , after visiting the store and told I would have to call customer service did I get from customer service the information of I would have to pay $150.00 to get service for this broken powered leather couch. Again i requested the manufacturers information since this is a one year manufacturer warranty, the store as well as customer service will not provide it. This piece of furniture has not been abused in spite of Ashley stating so today (07/03/2023). It has been in use for a rather extremely short time under better than normal use. The issue is Ashley will not own up to fixing this poorly designed Couch even if it means Ashley contacting the manufacturer for a replacement of the one powered side since they are removable for moving the piece around. I will be posting Ashley's irresponsibility on social media.

  Business response

  07/23/2023

  We apologize for your dissatisfaction with the service. The service center determined that the furniture did not have a manufacturing defect, so it is not covered by the one-year warranty. However, the service center offered to repair the furniture for a service fee, since the damage was not caused by a factory defect.

  Customer response

  07/27/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Photos as well as the technicians statements are that it is due to bad engineering and inferior materials used. What is Ashleys problem to withholding the manufacturers information so I can contact them for there determination and honoring of the warranty; Ashley has no right to make that judgment since Ashley is to greedy of a company that you must buy there warranty but reality is they are just stealing more money from customers. If Ashley wants to stand on there response of customer problem then they will be judged in the public domain.

  Ashley is a garbage company in regard to customer service and now I can see in the products they sell. ******* and ******** is the store i should have gone to and i will posting that in public domains. ASHLEY DOES NOT DESERVE TO BE IN BUSINESS.
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2 recliners $1 842.02, delivery April 21 2023. Called Ashley the day after delivery that recliners have a structure problem also impossible to sit in. I then proceeded to call 12x times to Ashley on progress and finally they were sending the furniture doctor. On may 23 furniture doctor arrived sat in recliners. Turned them over felt the area were problem is. He told me the recliners were both structurely imperfect they needed to be rebuilt or ashley needed to exchange them or refund One week later may 21, 2023 Ashley called and said the furniture doctor said there was nothing wrong with the recliners.i would hate to think they doctored up the furniture doctors findings $1800.00 is a lot of money to Me my husband and we are both in our 80's. We would appreciate your help. Thank you

  Business response

  06/25/2023

  The service center reviewed the complaint and discussed the technician's report with the technician. The center determined that the recliner was not defective and does not have any issues. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our furniture was delivered on Friday 3/24/2023 after we purchased our furniture from the Ashley Home Store in Kingstowne- Alexandria VA. Since then we have exchanged multiple calls and emails with Ashley aka ******* aka ******* and *** Claims. They damaged our walls by shoving the furniture up to the 4th level of our townhouse and falsified the document where we clearly notated property damage. To date- they are refusing to reimburse ** the full cost of repairs ($800 was the best quote out of 3 contractors) and have been lackluster and delayed with responses. We have spent hours off of work trying to resolve this. We want to be fully compensated for the repairs along with the monetary compensation approved by ********************************. This has been disputed already with ********** Bank already. Someone has to be held accountable for this damage and it will not come from our pockets

  Business response

  06/04/2023

  We apologize for the inconvenience with the delivery. The customer service management reached out to the customer and offered a settlement for the property damages as well as an additional $368.33 for the order. We hope this resolves the issue.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase Date: 05/08/2022 Store Location: Ashley Home Stores, **** Churchville Rd., Bel Air, MD ***** Purchase Amount: $2,604.58 Items Purchased: CMW ********-* ****** Granite Reclining Loveseat w/Console $996.00;CMW ********-* ****** Granite Reclining Sofa $1,004.00; GBS ********* 5-YEAR PROTECTION PLAN $249.61; TAX: $134.98; SHIPPING: $219.99; TOTAL: $2,604.58.Filed a claim with Ashley under manufacturer's warranty within the coverage period of 1 year. Ashley arranged for a 3rd party furniture repair technician from ********** Furniture Service to inspect the sofa. The technician further damaged the sofa, tore a hole in the back fabric in order to inspect the broken sofa mechanism, and discovered a broken wood frame rail was the cause of the failure in one of the recliner seatbacks. Having found no other apparent damage or cause, he apparently concluded that the damage was the result of "heavy use." Based on that assumption, Ashley service department declined my claim under the still-in-effect manufacturer warranty. My contention is that since the sofa and loveseat are both in like-new condition, free of any other damage and/or sign of unusual or abnormal wear, that the only reasonable conclusion, as supported by the facts, is that the damage found by the technician was either: (1) the result of handling of the sofa prior-to or during delivery or (2) use of sub-standard or otherwise faulty/defective wood in the construction/manufacturing process.

  Business response

  06/03/2023

  The third-party contractor's findings was that the damage was caused through heavy use. The service center had the same findings. The service department repaired the piece and re-delivered it on 5/9.

  Customer response

  06/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

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