ComplaintsforAshley Furniture Home Store

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May,28,2022, I have purchased a living room furniture from Ashley furniture store located at ********************, North Brunswick, NJ **********, invoice No. ********* and i have paid $3,357.63.0. i have received this furniture shipped to my house in June 2022. And purchased protection plan on this furniture, after 5 months i noticed that furniture has a bad quality for the wood and the fabric and noticed that Ottman has shaped and thinned down with the surface damage in only 4 months with almost no use. In January 2023 i started to contact Ashley customer service and filed a claim due the huge damage happened in my ottoman, that make the whole living room is ugly. Since January 2023 till now i keep contacting them twice a week to come and repair it. But they keep sending materials to my house with no action of repair of fixing has taking. I am requesting from you to help me to this Ashley furniture company fix or replace that ottoman item since it's still within the manufacture warranty and have a protection plan and / or get compensation for whole the living room as it gets very ugly and for wasting my time communicating with them for no intention to replace this item.

  Business response

  04/30/2023

  We apologize for the dissatisfaction in furniture; the service department sent additional cushions to the customer on 4/20.

  Customer response

  05/03/2023

  [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:
  
  

  ---------- Forwarded message ---------
  From: ************************* <***********************>
  Date: Mon, May 1, 2023 at 7:03 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, <[email protected]>
  
  

  Thank you for your message and communication with that business.

  
  

  Yes, Ashley finally has sent the ottoman parts and a technician to fix the problem, after 3 month of trying to get on hold with them. I am dissatisfied with ottoman after fixing still it looks not good overall with the parts and the methods of fixing it. However, that furniture is brand new.

  
  

  The ottoman that shaped down by itself has a manufacturer defects and was manufactured with a bad quality of wood and materials, has no support on the bottom or wood frame that made it shaped down by itself in 3 months. In mean time my 2 sofas which is the rest of the brand new living room bought from Ashley back to May and delivered on June 2022 and used from November to January and I saw noticing alot of issues and manufacturer defects in all of these items of that living room; Additionally, the dealing with this customer service and communication with them trying to file a claim warranty that it took 4 month to held with them and have them to follow the warranty contracts or the protection contract plan, this is a nightmare for me and they won’t resolve this issues or they will ignore as they did or will send a part and technician does a miserable job as they did.

  
  

  I am Requesting:

  A fully refund to my money and return this living room furniture, including the money that I paid for a protection plan 

  Compensation to all my time communicating with since January till April them  and asking them to replace the defect items.

  
  

  This company are selling a bad quality furniture that has broken down in 5 months, they don't respect the customer or their time or even the protection plan agreement with I have paid extra for that.

  
  

  Thanks.

  Sincerely, 

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

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

  Cell: ************

  
  Regards,

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

  Business response

  05/14/2023

  The service center reached out to the customer to discuss the most recent, post-technician issue with the furniture. Additional items and cushions were ordered to try to bring the furniture up to the specifications that the customer prefers. 

  Customer response

  05/16/2023

  [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:

  I am disappointed and unsatisfied with dealing with this company customer service.

  I have received a phone call last Friday with their denial of return the furniture. I have explained to them that I am still has a defects in my furniture and I sent the pictures to them, however the items that they fixed had a problem a gain.

  ** Below has sent to the business Customer Service with the attached **

  Please see attached pictures for your reference, the pictures shown the following and has marked and labelled:
  1- The ottoman has re thinned and shaped down again, however you sent the technician and fixed 2 or 3 weeks after my follow up with you for almost three months and wasting my time calling and following 
  Up with your customer service. You stated that ottoman repair has done per the standard. Now I have an issue with the same item. What standard were you mentioned. Is it a repair or a manufacturing defect, that has caused keep shaping down.
  2- I have some parts and sections has shaped and thinned down as well ( see the pictures). 
  3- In reference to your question, how I do use the living room; I used the living room and the ottoman very light use and this to confirm my answer via phone. I have 3 other living room in my house.
  I purchased you furniture on May 2022, received on middle of June was out of the country for 3 months. Used your furniture very light use.
  Your furniture has a manufacturer defects, that makes the furniture surface shaped down, Maybe the ottoman has no support in the middle. The sofa and other parts of the coach made the shape down for a very light use.
  In you phone call on last Friday, you stated we dont approve the items picked up or returned. Its okay to me but I am not satisfied with your product and wasted my money and time. 
  In the beginning, I liked my furniture and my living room, I liked your furniture too as I saw it in my friends house. When I purchased my new home, I decided to go to your store and purchase furniture from you especially, as I liked you style as well as quality. Actually, I was planning to purchase and replace my master bedroom and dining room to upgrades the furniture for my house, but unfortunately I am totally unsatisfied with the experience with you.
  Attached as per request the picture, the above was my response. Please advise with an action, since my manufacturer warranty is expiring soon.
  
  Sincerely, 
  *************************
  Cell: ************

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

  Business response

  05/20/2023

  We apologize for the inconvenience and dissatisfaction with the service; we understand that the customer is not satisfied with the furniture. Specifically, regarding the customer's questions, the service center installed those pieces (additional cushioning) in order to bring the furniture to level of cushioning that the customer would find more acceptable. This is not guaranteeing the customer will be satisfied with that level. We couldn't determine actual damage to the furniture other than normal usage and can order additional cushioning until the customer finds it more comfortable.

  Customer response

  05/26/2023

  [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 company ( Ashley) has sent additional cushion for all the living room seats to try to fix the thinned and the shapped down surfaces of all the living room seats. 
  

  i am still unsatisfied with my living room and strongly I fell it has a manufacturing defect. This new living room has delivered to my house on June 2022. I was out for 3 months with no one in the house.I came back on September 2022. On January 2023, I found the ottoman surface has thinned / shaped down by itself with a very light / regular use for all the furniture. This means after three months for the ottoman found this defects. On January till April trying to reach the Ashley customer service to fix the manufacture defects. 3 months I am following up with them wasting my time. Finally the company sent a technician to fix it. I didn’t see any support down to support the this X large cushion size. The company said this the make way…??!!. after this tech came and fix it. It’s thinned down again in a month. And all most of furniture seats. The company sent Cushions to try to fix all. But really I think all has a defects and bad quality products that made this expensive and brand new furniture turn to bad in 6 months of light regular use.
  I’ve Received to phone call from the company stated we can’t refund or return the furniture. I said ok, still the product in a bad quality and I am unsatisfied with it.
  Since the company can’t refund or Return this product, What can they do to resolve this matter? . Can they offer a credit or store credit?.
  Thank you 
  

  Regards,

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

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a cough in January , it was delivered 4th week in February We had paid a couple hundred dollars for extra coverage in case there was any problems. They set it up and tried the remote 1/2 way then flew out the door. When they left we fully tested out the recliner couch and it wouldn't go back down. We literally called 5 mins after the tech left and they said it was out fault for not checking everything prior to him leaving but it had all ready been rescheduled and they were pulling double deliveries, it was late and they flew out the door. After flipping couch up we found the track was bent. So bad when my husband tried to get under it to fix it so we could put it back down it snapped and broke one of his ribs. That started Feb 28. They took the money for the coverage . It is now March 29th . They were suppose to come this Friday March 31 FINALLY to guess what... CANCEL permanently. Their tech quit. Apparently going switching to a third party company that only comes to my area once a week , they are another month out now and they expect me to take another day off and wait around for them even though they have cancelled on me 3 times. Right now I have no date set . But I paid my bill in full.

  Business response

  04/11/2023

  The customer has a set date with tech company ********** scheduled for 5/5/23.

  Customer response

  04/14/2023

  [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: This couch was delivered broken. They have canceled on my several times and I do not trust they will be coming out in a month or so. They are unreliable and delivered a faulty product and it is just not getting resolved. I paid extra for a warranty which they did not comply with. I am requesting a discount on the damaged goods and lack of willingness to correct the situation in a timely manner. Delivering a broken couch in February and not being able to possibly fix the situation for 3 months is unacceptable. My family deserves some sort of reasonable compensation. 
    
  Regards,
  
  ***********************************
  

  Business response

  04/24/2023

  We understand the customer's concern and dissatisfaction with the service. The service department's policy is to discuss compensation after satisfactory completion of the service-based issue.

  Customer response

  04/26/2023

  [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 :You won't compensate me until you resolve the issue yet it's been 3 months and you refuse to come out and fix the issue- Canceling over and over again. Doesn't even make sense. At this point you should have come removed the brand new broken couch you with a new functional one that we paid for and fixed it at your own leisure instead of dropping off a brand new recliner couch and just not coming out and fixing it. Again delivered in Feb , notified 10 mis after it delivered and it's 3 months later and no one has come out to fix it. Horrible service . You charged me an additional $200 for warranty full coverage service but you won't abide by it. DISHONEST!!!!! BUYER BEWARE!
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/23/2023, I bought the ********* Full Storage Bed frame for my 80 year old mother from the Ashley Furniture store located in 1711 Ritchie Station Ct, Capitol Heights, Maryland, US (**** ********) for $1100. When I purchased the Caitbrook storage bed, I advised the sales rep that I have an adjustable base and I will be using it with the bed for my mother. The sales rep assured me that the adjustable base would work and if it didn't work out I could reselect a new bed frame with no issues. Per the details overview of the storage bed frame, it states that the storage bed frame will not work with adjustable base. The ********* storage bed was delivered on the 3/18/2023. Unfortunately the adjustable bed wasn't able to fit into the frame. I immediately, notified the store after the delivery was made and was advised by the store to come into the store to do a reselection and the I would have to pay a restocking fee of $150.00. I came into the store on 3/18/2023 & 3/19/2023 and worked with the Team Leader on making a selection however I was advised that the store couldn't place the reselection in the system until I paid the $150.00 restocking fee. I paid the restocking fee ($150) on 3/19/2023. Once I paid the restocking fee on 3/19/2023, I was told that an email would be sent by the costumer service rep who took the payment that and I would received phone call to schedule my delivery by 3/23/2023. No phone call was received by 3/24/2023 and I called the store on 3/25/2023 to find out that the email never was sent and no notes were made in the system by the customer service rep, Myianna. The email was sent on 3/25/203 by another costumer service rep on 3/25/2023 and the corporate office located in Brandywine, MD ************* denied the request for pick up less than 8 hours later and will not approve a pick up for a reselection after several attempts by the Capitol Heights, MD store. The corporate office managers, Sharon has not given the store any reasons as to why a reselection can be done and put the approval back on the general manager of the Capitol Heights, MD store. The corporate office has made it clear that the store has to approve the pick up. The general manager, Johnathan is very aware of the situation and refuses to return my calls after several attempts. I have made it clear to the Capitol Heights, MD sales rep, team leader that I would like to reselect items and that I don't want my money back because I need a bed frame for my 80 year old mother however the general manager will not take my phone calls or speak with me face to face to try to resolve mistake his store made and has not made any attempt to resolve the issue. As of 3/27/2023, the issue has not been resolved and the general manager has not made any attempts to resolve it.

  Business response

  04/16/2023

  We apologize for the dissatisfaction with the service. Based on the notes and subsequent attempts at delivery, the store believes that a refund is the best route at this point.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ashley Homestore seriously damaged my mailbox and delivered the wrong furniture. Over 4 months later and my order is not complete and they have not reimbursed me for the property damage. We purchased a sectional at the Churchville location on Nov 12,2022 for just over $3,000. Was told it would be ready for delivery in 4 weeks. Eventually was scheduled for delivery on February 11th ( 91 days later !!!). On the day of delivery they unpacked the furniture and we noticed one part of the sectional was not what we ordered. There should have been cup holders , there weren’t. Driver took notes and pictures and we thought they made a report. Then after they left we see that our mailbox and post (which I had just installed a couple months prior) is now at a 45degree angle from the delivery truck hitting it. The post was snapped almost all the way through and the mailbox itself was dented. Between Jan24th and now I have made over 20 phone calls to this company to try and get my issues resolved. Feb 28th was called by **** ********** that said the delivery driver worked for them and they would take care of the mailbox and they would come out in a couple days to fix it. Didn’t hear back from them. Finally got ahold of him and was told that “ The driver said that they didn’t hit the mailbox and they wouldn’t be doing anything about it, that if I still had an issue I need to call Ashley furniture again. It is now March 27th (135 days from ordering) I still do not have the piece of furniture I paid for and they have done nothing about my damaged mailbox. (A more detailed explaination can be found in the attached document, due to character limit of this field.)

  Business response

  04/16/2023

  That piece of furniture in the complaint was delivered on April 1.

  Business response

  04/22/2023

  We apologize for the inconvenience. We have noted the damages and will reach out to the customer regarding the delivery company's settlement. 

  Customer response

  04/26/2023

  [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: There is no stated resolution. The company has committed multiple times to reaching out to correct the issue but they have not followed through. At this point there is no reason for me to believe that they will follow through this time. I hope that i'm proven wrong and welcome a good faith resolution. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a chair from the Ashley Furniture Store (3730 Route 1 North North Brunswick, NJ 08902) and received the item via "white glove delivery" on February 9th. My husband was home while I was at work, and received the chair. About 10 minutes after the delivery team left my husband inspected the chair and released that it was damaged on the bottom. He immediately called me at work, and I immediately called customer service to report the issue. They assured me that this was a manufacturing issue and would be fixed at no cost to me. They informed me that they would ship replacement parts to my house, at which time I should call back to schedule a technician visit. I waited a month to receive the parts, and did not arrive. On March 9th, I called customer service and they said they would forward my issue to another department and they would called me back with 72 business hours. It is now 11 days later and I have heard nothing. I have now had a damaged product for over 40 days with no action on the part of Ashley to solve issues with a $1000 item that arrived damaged. I would like the chair to fixed or replace immediately, as well as a partial refund for the time I have had to dedicate to solving this issue.

  Business response

  04/16/2023

  The customer's reached out to the service department regarding an issue with the furniture. The service center promptly tried working with the customer to resolve the issue, including ordering new parts to install upon arrival. However, the customer has disputed the credit card charge, claiming that they have received the wrong item (after having already accepted the the item).

  Customer response

  04/19/2023

  [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:
  
  This is factually incorrect. I only filed the charge back 59 days, almost 2 weeks after making this claim here, after not receiving any movement on receiving the parts to fix the chair, after called several times and receiving no response on your end. The parts were promised by April 1st, and they did not arrive at that time, so I filed the chargeback.

  I filed this charge because after many promises, I had not received the parts, nor had your customer support called me back after promising time after time to escalate my case and call me back with 72 hours. I filed the chargeback in order to meet the 60 day limit with my credit card company.

  Would you like me to return the chair? I would be more than happy to do that. Please let me know when you want to pick it up. I do not want a $1,000 product that took you nearly 2 months to show any movement towards fixing after it arrived broken, through no fault of my own, so no communicate on your end about how you planned to resolve my issue.

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

  Business response

  04/30/2023

  The service center reached out to the customer, offered to send a technician to install the parts that arrived, and provide customer with compensation of $100 in the form of a gift card.

  Customer response

  05/01/2023

  [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 accept this solution, but please get your facts straight. I CALLED customer service for the millionth TIME, and I REQUESTED compensation. Nothing was voluntarily offered to me. I CALLED to schedule the repair. This business has done the bare minimum in customer service. Though my issue is resolved, I recommend this business to no one, and will likely not even return to spend the gift card because I do not want to support a business with such more service.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Damage was done to my home during the delivery process of my furniture. I have attached 3 photos 1 of the damage 2 of the damage being recorded from security footage. I also included a link to the video of the damage occurring. This was discovered in the light. **************************** The driver back his truck up twice and damaged the driveway repeatedly. You could see one of the deliverers running to stop the driver from doing more damage and then informed the driver they created the damage. They failed to notify me of the damage when I directly asked them if there was any damage done during the delivery. They said no. The driveway was completely redone recently.

  Business response

  04/02/2023

  We have forwarded this complaint to the service center for review. 

  Business response

  04/08/2023

  As stated in our previous response, we are actively working on reviewing this with the delivery company and resolving the issue.

  Customer response

  04/12/2023

  [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:
  
  Awaiting confirmation of discussed resolution 

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

  Business response

  04/23/2023

  The service department reached out to the customer and settled. They will send the customer $750.00 for the damaged.

  Customer response

  04/26/2023

  [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:
  
  Still awaiting for check of $750 to be received.

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

  Business response

  05/06/2023

  The service center reached out to the customer regarding the settlement payment. We confirmed with the delivery department that the settlement payment will be made by May 15.

  Customer response

  05/08/2023

  [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:
  
  awaiting receipt of payment 
  
  Regards,
  
  ***********************
  

  Customer response

  05/23/2023

  No payment has been received. I was advised a payment would be sent after 5/15 which shouldve been received by now but has not been.

  Business response

  05/29/2023

  Just following up to request whether the customer has received the payment? If not, we can try tracking the payment with the post office and verifying accordingly.

  Customer response

  06/02/2023

  NO CHECK HAS BEEN PROVIDED YER AND I WAS TOLD THIS WOULD BE MAILED OUR 5/15! ITS 6/2! HOW MUCH LONGER ARE YOU GOING TO MAKE THE CUSTOMER WAIT?!? DISBURSE THR CHECK IMMEDIATELY VIA SECURED TRACK MAIL AND PROVIDE ME A A TRACKING NUMBER! 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought leather reclining sofa and love seat from Ashley Ledgewood NJ about 2 years ago and bought 5 year protection plan of Furniture protection care from Ashley. Leather is peeling off from all different places at the sitting area and it’s embarrassing to have guests. Both Ashley and Furniture protection care do not honor protection plan and Ashley furniture leather products are bad and not upto standards. Do not buy anything from Ashely and do not purchase protection plan because they will find ways to not honor it and decline claims citing normal wear/tear, and product is not up to standard. I am not buying anything from Ashley anymore. All I have been asking is to fix the product given I have 5 year protection plan.

  Business response

  03/17/2023

  We apologize for the inconvenience. The furniture peeling is not covered by *** or the store. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a couch from Ashley Furniture. We scheduled delivery and my son who is in high school was home to show the delivery people where to put the couch. I got a call from the delivery service stating that they would not leave the couch with my son because he was under 18 years old. I told them I would drop what I was doing and head home to take delivery of the couch which would have still been well within the 3-7PM delivery timeframe that they provided but they refused. I was about 40 minutes from home at the time. They told us to call the next day to reschedule delivery. When that phone call was made they stated that it would cost us another $325 to re-deliver the couch. During the sale at no time did anyone from Ashley Furniture state that someone over 18 years of age had to be home to take delivery of the couch. Nowhere in the sales terms and rules contract (including the section titled delivery policy) that I signed does it state that someone 18 years old needed to be home to take delivery of the couch. If they had stated this during the sale or if this information had been provided in the sales terms and rules agreement we would have made plans to meet this obligation for delivery. I believe they should deliver the couch again at no extra charge.

  Customer response

  03/07/2023

  
  

  ---------- Forwarded message ---------
  From: ******************************* <**********************>
  Date: Tue, Mar 7, 2023 at 7:58 PM
  Subject: Re: Complaint #********
  To: Dispute Resolution Team <[email protected]>

  
  The complaint has been resolved thank you.

  
  

  ****
  
  Sent from ***** Mail for ******
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  ordered furniture in December 2021 -delivered in July 2022 We made numerous complaints in store and through regency about inadequate installation and broken parts in July 2022 right after delivery.We visited an in-store representative (*****) several times along with phone calls for the next couple of months until October 2022. Finally, *** contacted us about a technician to visit the house to make repairs.in January 2023, the *** technician (****) visited to perform repairs. he was not equipped to make any repairs. he stated that *** would call within 1 week to setup another appoint at which time repair parts would be mailed to our house and another technician would come out to repair the furniture.After 1 week, we called *** to see what's was going on. they stated the account/claim was closed and they would not be serving or repairing the furniture.In January 2023, we once again went to speak with an in-store representative. this time we spoke with the store general manager (*********************************************). she listened to our complaint, acknowledged poor service from her previous in-store contact (*****). we learned that no photos were ever uploaded with our initial complaint and their system has shown the account/claim closed. she said she would email her boss to see if something could be done. she told us she would notify us in 2-4 days.Another week goes by and we heard nothing. we called her in February 2023. she was busy. we spoke to another in-store representative. she took my name and phone number. she called back a fairly soon saying the account/claim was closed. we again told her that nothing has been done and the account/claim should not be closed as we never received full repair. she said she would look into and call back. she never called back.We spent $4,000 on new living room furniture. we waited 6 months to have it delivered and upon delivery we received an inadequate product.we would like it repaired, replaced or 100% refunded.

  Business response

  03/05/2023

  The service center continuously attempted to reach out to the customer to schedule a time to help service the furniture and resolve the issue. The customer refused service and the ticket was closed accordingly because the store was unable to inspect the furniture and determine how to resolve the issue.

  Customer response

  03/09/2023

  [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:  we in fact did a have a technician visit our home in January 2023 after several months of scheduling such visit.  that response is a lie.  we were told that in a week someone would call to schedule an appointment to fix the issue.  no one called in 2 weeks.  we visited the store and were told the case has been closed for months.  how is that possible which the technician just visited???

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

  Business response

  03/18/2023

  The technician offered to service the furniture to bring it back up to manufacturing specifications. The customer refused and demanded an exchange. 

  Customer response

  03/23/2023

  [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 technician was on-site, looked at a few things and only attached the recliner that was never attached.  he stated that parts would be ordered and delivered to the house and someone would call within a week to set up a follow-up appointment.  we said if the repairs can't be made to or satisfaction, we would want an exchange.  not once did we decline service.  we spent a lot of money, waited 6 months for delivery and all we want is for the furniture to be fixed to what we purchased at the store in December 2021.  as i mentioned in the original complaint, we visited the store immediately after the living room furniture was delivered and installed in July 2022.   it took darn near 6 months to get someone out to look at the furniture and to find out that it won't be serviced to what we purchased is very disappointing.  all we want is for the furniture to be repaired and if it cant be repaired, we would like teh unrepaired pieces replaced.  not once did we decline service.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a bedroom from Ashley Furniture the head board is defective the headboard is unstable they sent a service rep they said that is the way furniture is made had I know that this was an issue I would not have ordered it. I keep calling the service department and I keep leaving messages but no has called me back to resolve this issue.

  Business response

  02/26/2023

  The service center has repeatedly serviced the headboard. It has determined that there are no manufacturing issues therefore cannot repair it.

  Customer response

  02/28/2023

  [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:
  
  As the bedroom furniture sold is cheaply made and this was not disclosed when this was purchase nor did they respond in timely manner for a return option
  Regards,
  
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