ComplaintsforAshley Furniture Home Store

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  1-10-21 purchased a sofa sectional for 3,000 and a 300.00 dollar warranty. Missing center leg. Came once and said yes ordered part. Side seat material wavy thin warn ... NEVER HEARD OR CAME BACK TO FIX. Then 3-14-22 We were promised when ordered living room furniture for our upstairs. U order from us we will fix the furniture down stairs and or replace pieces. As we complained about it.Well never happened. The new upstairs furniture came within 1 week broken chair and sofa not long after we got. Gap between sofa and when I called to have replaced they wouldn't work with me. All the phone calls for both pieces of furniture to be replaced fixed ... noone came called back or u get so far in conversation they hang up. Back and forth to the store Manger promise they will help after how many different mangers in that store nothing. It took from April to September 2022 to get someone to come see the furniture then say normal wear and tear. Lol I don't think so! Unexceptalbel!!! And yet to hear when they were coming. Calling filiing complaint after complaint stop payment! We spent between the 2 different purchases almost 5000 and nothing was done about it. Both had 300 each protection plans for what ?? They do nothing. Hear we are in February 2023 and broken furniture and still nothing done about it. The furniture now sits in our garage waiting for pickup. As it's broken unsafe for my husband who has a brain tumor. And today 2-4-23 a box came with a part to the upstairs sofa seriously now I'm fixing my own furniture after I called how many time to have it removed. So now they say we will refund for the pieces of furniture yet to hear ! So discussed and never will we or anyone we know shop at that store !!!!

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a bed frame 6 months ago. My wife a daughter were sitting on the bed and when I sat down the corner snapped and the bed fell into the frame almost injuring my 5 moth old. I called Ashley Furniture service center and they said they would send me the parts for me to fix it. I then called the store that we bought it from and told them I dont want it fixed just for it to break aging. It has only been 6 months and it is broken in 3 places. They said they would pass it on to a manager and I would get a call back. I never got a call so I called again. The person said I had talked to the manager and she said they wont take it back because of the amount of time since delivery. I told them again that it was not ok that the bed broke with only having it for 6 months and I would like a refund. If I were to keep this bed I would have to fix it myself and I cant trust that I can put my child in the bed since it almost injured her when it broke. My wife and I are sleeping on the floor. They continue to tell me there is nothing they can do and if we want our money back to dispute it with our bank.

  Business response

  02/17/2023

  We apologize for the dissatisfaction with the product. The store has reached out to the customer to help resolve the issue. During discussions, it determined that the issue reported was not consistent with manufacturing issue and therefore not covered by the warranty. **************** ordered parts to replaced the damaged pieces regardless, as a courtesy, and will install them once they arrive.

  Customer response

  02/21/2023

  [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:
  
  I have called with updates regarding parts and no parts have been provided nor have I been given a call. The issues regarding the bed breaking were not fault of ours. We were never informed there was an issue installing this bed on a hardwood floor, the installers did not relay this, customer service, nor our sales associate never said hardwood floors were a concern. You also stated we have to fix it once the parts come in not your team, we were informed we have to fix it ourselves.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  02/26/2023

  The parts were ordered - as a courtesy - and will arrive once the manufacturer sends them.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional couch from ashley furniture in linden NJ in February of 2018 with an additional protecton plan for 5 years. About a year ago the couch broke when someone sat on it and the springs are now poking through the bottom of the couch. I have checked the warranty on the website and says this is covered for 5 years. I spoke to the store, corporate office, and the extended accidental warranty department and noone is acknowledging the warranty. The corporate office told me that the furniture is discontinued and they cannot cover this under warranty. They told me i can call a different company to have my couch fixed at whatever they charge. I then looked up the furniture and saw that I can still purchase this couch new, so that means it is not discoutinued. I am just getting the runaround now and want an answer why I am not getting my couch fixed under warranty.

  Business response

  02/05/2023

  The warranty does not cover breakage and therefore the claim was denied. The customer can contact the store about a prorated refund for the store in the form of store credit.

  Customer response

  02/08/2023

  [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:
  The warranty clearly states that the frame and spring system are covered by the warranty.  Also they sold me an extended warranty that should have covered this issue.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, January 8, 2023, I went to the Catonsville, MD Ashley Furniture store and ordered a sectional, ottoman, mattress, and platform bed frame from the sales associate, ****** *****. While I was shopping with him, he was called away multiple times to attend to something. Not sure what, but I spent a decent amount of time waiting for him to return. Many of the bed frames were out of stock, but we did find one that was in-stock, so I settled for that and purchased everything. I was told the WHOLE order would be delivered on Friday, January 13 for $120. I was so excited because I recently relocated to MD and haven’t had a bed in over a month! Today, January 13th, I took unpaid time off from work to be home for the delivery and only the mattress, sectional, and ottoman were delivered. No bed frame. Now I just have a mattress on the floor. Irritated, I called the store to speak with ****** to find out what happened because I was charged for everything and didn’t receive it all when I was told I would. I was told he was with a customer. So they can’t call him over to talk? He gladly took multiple calls while he was “helping” me. He made commission off my purchase, so he can’t take a minute to help me? Then, like a *****, I asked to speak with the manager. They didn’t want to talk to me. They made the woman upfront at the desk do all the relaying. Then the woman on the phone told me the managers were in an interview. AND THEN, she said ****** was in the interview too. So which was it?? So not only did ****** lie to me about the availability of my bed frame so he could make a quick buck, but the associate on the phone lied about what he was doing and put me on hold multiple times for at least 10 mins. So, now, I have a purchase garnering interest but no product to show for what I ordered. Meanwhile, ****** made money off my purchase. Does any of this sound ethical? They only thing they could offer was for me to take ANOTHER day off from work to try and deliver another day. I’ll never shop here again.

  Business response

  02/11/2023

  We apologize for the customer's dissatisfaction with the service. The store was unable to deliver the bed on the 13th. It attempted to do so on the 17th but the customer refused delivery. The item was cancelled, as per the customer's request. 

  Customer response

  02/14/2023

  [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,
  
  ***************************
  

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Homestore in ********, ** during the month of August 2021. The cost of the sectional was $1100 - $1300. During the purchase, I agreed to a protection plan. I noticed that the chair was sinking in a certain area. I mentioned it to my wife and she wasn't seeing the same thing I saw. So I thought maybe I was just being picky and seeing things that are not there. A few months (2 - 3) went by and I decided to lift the pillows to take a closer look. This is the moment I realized the chair was damaged in that same exact area. I decided to reach out to guest services so they can come out to repair the damage. The 1st time they came out to repair, they opened up the couch and said they need to order a part. They said when the part arrives, call them back and they will come out again. When I received the part, I called them and scheduled an appointment for them to come out and repair the sectional. The 2nd time they came out, they opened up the couch again and said they need to order another part. They never mention a part being ordered. I called them regarding a 3rd appointment and it was scheduled for January 2022. For that appointment, no one showed up. I called to find out why didn't they show up. The conversation shifted and the representative stated the chair cannot be repaired due to the chair being damaged. I asked the representative why wasn't that mentioned during the first appointment and why did it took three appointments to find out the chair cannot be repaired. They didn't have an answer for me. In the meantime, I was trying to find out how we were going to proceed moving forward, and they said they are not fixing the couch and will not be replace it because the damage wasn't by them. I asked the representative how does know I didn't receive a defective sectional, and he basically was saying we are at fault without saying we did it. He said if we didn't do it, we would have reached out earlier which I thought was inappropriate to say.

  Business response

  02/11/2023

  The issues the customer reported were not manufacturing issues, as reviewed and reported by the technician. The service center referred the customer to *** for warranty claims.

  Customer response

  02/17/2023

  [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 were 3 scheduled appointments made. After visiting the first time, the technician should have been able to come to the conclusion that it wasnt a manufacturer issue. Why schedule 2 additional appointments? After the first appointment, they said they need to order a part. They said to call them when the part arrives. The part came and I called. They came a second time and once again stated that they needed to order another part. They scheduled for a 3rd appointment but was a NO SHOW. They didnt inform me that they werent coming back. They left things open to believing they were coming back. Not once did they mentioned that they werent fixing the sectional and they didnt mention anything about *** for warranTy claims. Thats what led me to call and find out why they didnt show up to the scheduled appointment. Next thing I know, I was being accused of breaking the couch and they eliminated themselves (Ashley Furniture) for being the cause of the issue. They came out March 4th and April 8th of 2022 but didnt show up for the 3rd appointment. No call or email informing me of their conclusion. I was only aware that they were fixing the sectional and waiting for the part. 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business response

  02/26/2023

  The parts were ordered as a courtesy.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/28/2022, ***** and ************************************** purchased a couch from Ashley Homestore in *******, ** in the amount of $3,128.00. At the time of purchase the sales person offered free delivery and setup of the couch on 6/7/2022. On the delivery date, the couch was delivered late, outside of the agreed upon time window. After assembly and clean up, large scratches were observed in the engineered hardwood floor. The scratches are located directly in the area where the couch was being assembled. The scratches extend through the veneer layer of the finished surface and into the under layers of the engineered wood creating a contrast in color and texture that is visually noticeable from almost any perspective. The scratches cover approximately 2 feet, and effects 5 boards in one location and another location covers approximately 1 foot and effects 2 boards. The flooring was purchased and installed in March of 2021 and was free from defects prior to the delivery of the couch. The flooring materials were purchased from **************** in the amount of $1,164.00. After contacting Ashley customer service we were instructed to get estimates multiple times for the repair cost. The final itemized estimate to repair the floor came to $2,600.00 as written by ****************** of ********. Since providing Ashley with all information requested it has now bee almost a month without update, response, and all calls are remedied by the representative saying they will send an email and respond in 24 to 72 hours. No such update or call has happened and no remedy has been offered. We have detailed notes of every date and email sent or received from either Ashley representatives or the 3rd party delivery company they contracted.

  Business response

  02/05/2023

  We apologize for the dissatisfaction with the service. We have forwarded the complaint to the delivery department, who will contact the delivery company. Usually, the delivery company handles settlement claims for property damages.

  Business response

  02/11/2023

  We have noted the customer's dissatisfaction with the service and issues with the claim. We have reached out to the service department to help expedite the claim with the delivery company.

  Business response

  02/19/2023

  We have received an update from the delivery company regarding the customer's home damage claim. The claim approval has been approved, meaning, the delivery company will seek to produce a settlement with the customer to account for the damages and resolve the claim. 

• Initial Complaint

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture at the Falls Church, VA Ashley Homestome in June 2017. My purchase included the fabric protection plan and I was told if I did not file a claim within the 5 years of the plan, I could received a credit for the amount of the plan, $450. In October 2022, I called the store to see about receiving the credit. I was told I would receive a call back with details about the credit but I could only use the credit at their Falls Church store. I explained that I'm in the military and have moved to Washington state and at the time of the purchase I was never told that I could only use the credit at their store. I knew I would not be living in the area in 5 years, because of my military service, so I would not have purchased the protection plan if that was the case. The woman I spoke to told me she would have to look into the issue but to expect a phone call in the next few days about the details. On 12 October 2022 I received a voicemail about the credit, but no mention of me being able to use it at a different store. I returned the phone call on the same day and explained my situation. The man on the phone said he never experienced this situation before so he would have to look into it and call me back. I waited for the phone call, but never received a call. I called back today, on 8 November 2022, and spoke to a different man who said my credit expires in 2 days and I can use the credit at any Ashley Furniture Home Store. I asked why I wasn't called and told this before and he did not have an answer. He said there was nothing he could do and they could not extend the days for me to use the credit. I am currently out of town and unable to use the credit in the next 2 days. I filed a complaint with the Falls Church store and they refused to provide relief, please do not transfer me back. I was lied to during my initial purchase and am only looking for $450 in-store credit at an Ashley’s furniture store in Washington state.

  Business response

  01/02/2023

  Good afternoon team,

   

  This customer purchased from a licensee.

  ***** ********* at ***************.

   

  Thank you,

  KEISHA B******* | Digital Escalation Care Agent
  Ashley Furniture Industries

  Business response

  01/22/2023

  We apologize for the dissatisfaction with the service. The customer service manager reached out to the customer to discuss the issue. The customer was contacted initially in October to discuss the in-store credit. At the time, the manager informed the customer that the credit can be used at any location owned by *** (which operates throughout the east coast). This was relayed in our initial response. Additionally, the store management provided an extension to use the credit until 12/10.

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dining table from Ashley Homestore located at 5950 Carlisle Pike in Mechanicsburg, PA on May 21, 2022. The table was delivered on the evening of June 17, 2022. The next day I noticed there was a defect in the table: the middle joint was not flush which is very noticeable and unsightly. I submitted a service request that day via email to have it repaired. I received an acknowledgement from Desiree' R*****, who is the office manager at the Ashley Homestore of Lancaster, 990 Plaza Blvd, Store #************. Her email stated "Your repair request was sent through on my end. Have a good day. I will do my best to keep track of your issue that you are facing." A month goes by and I hear nothing, I call their service department, ************, and I was told that I should be expecting a "repair kit" delivered to my residence by the end of the month. Another month goes by, nothing. I call again, same response. This continued up to this day and I've finally lost my patience. Six months is excessive to have a simple defect repaired in a dining table.

  Business response

  01/21/2023

  The store is continuously working with the customer to exchange the furniture and resolve issue.

  Customer response

  01/28/2023

  [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,
  
  *********************
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Furniture in Linden, NJ and it was delivered in August 2022. When the delivery guys was delivering the furniture in my home they damaged (in the amount of 780.00) our home. I reported this to the Customer Service Manager DJenan A*******. She requested that I send in photos so she could submit to contractor. I submitted the requested information on September 3, 2022. I sent DJ an email a couple of times in September and October and no response. On 10/17 she emailed informing me that the contractor was mailing me my check this week. I followed up in Nov to let her know that I did not receive the check. Then again in December. DJ gave me the driver's number told me to deal with them but I paid Ashley the delivery fee. The company said they would look into it and get back to me. I called them several times in Dec and they will not return my calls. I spoke with DJ again informing her of this on 12/27 in the am and she promised me that she would get back to me by close of business on 12/27 and she did not. I need them to pay me for the damage that they did to my home.

  Business response

  01/21/2023

  We apologize for the issue; a customer service agent will follow up with the customer to help resolve the issue.

  Business response

  01/28/2023

  According to our records, the delivery company reached out to the customer and provided a settlement offer.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bedroom set from Ashley Furniture on 7/31/2021 that included a protection plan for ******. I received a couple of pieces of furniture in February 2022 of which the mirror was damaged and they bed was delivered in the wrong color bedrails but had to take delivery because I had nothing to sleep on. They had to reorder the correct color and the defected mirror. I didn't receive the correct bed until August 2022. I was still waiting for the mirror. Finally in November I received the mirror and had a complete bedroom set. It took 15 months to get a complete bedroom set. Shortly after the final delivery I decided to cancel the protection plan because I was not satisfied with the customer service from ********************************************* and I didn't want to have to deal with them anymore. ****** informed me that the poor customer service and the delay in ******************** was because the owners of the Ashley furniture in ***** ** went out of business and they were taken over by another company. I filed a claim to received a refund for my protection plan on 11/10/2022. Needless to say I got the run around because they store that I bought it from was no longer in business and the new owner wasn't willing to work with the customers and corporate wasn't any better. Finally I was told they were going to cut a check for ****** dollars. I paid ****** for the plan and they said they prorated the plan since the date of purchase. I asked how they could do that when I didn't have all of my furniture until Nov of 2022. I want the full amount of ******. It is now 12/16 and I still haven't received a check for the prorated amount. Please help me get the full amount of ****** back from Ashley Furniture.

  Business response

  01/15/2023

  The customer purchased the warranty plan in July 2021. It was cancelled in December 2022. As per policy, the refund amount was pro rata and the amount provided was exactly what was owed (sans the days that had been insured). 

  Customer response

  01/18/2023

  [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 understand that the furniture was purchased in July and Ashley Furniture collected all the funds in July but it took them over 1 year to deliver all of the furniture.
  My question is how can they prorate the warranty that I purchased back to July (date of original purchase) when the furniture was not delivered until 2022. How can the extended warranty be prorated back to July 2021 when there was not furniture in my house to warranty. I didn't have the ability to make a claim using the extended warranty when I didn't receive all of my furniture until October 2022. When I purchased the protection plan the salesperson, ********************* told me and my husband that the protection plan was fully refundable as long as a claim was not made. I couldn't make a claim because there was no furniture to make a claim on.

  #1 Salesperson said it was fully refundable as long as a claim was not made 

  #2 How can they prorate a service plan if there was no furniture to make a claim on.

  #3 I was told by manager and customer service that if there was a problem with any of the furniture in the first year (from date of delivery of which was in 2022) it is covered by the manufacturer.

  #4 If it has to be prorated it should be prorated from the date I received delivery of all of my furniture. That would be Oct 2022
  
  Regards, 
  
  *********************, 
  
  
  
  
  
  
  
  

  
  

  Business response

  02/12/2023

  We apologize for the dissatisfaction with the service; the warranty is prorated, as per our previous comment. We encourage the customer to reach out to speak with a customer service representative to discuss the details about the refund for the warranty.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩