Complaints

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 22 I purchased a sofa from Ashley Funiture Linden Rd in Flint Mi. I paid them $888.99 by check. The salesperson said the sofa was a little over $800 but if I purchased the protection plan for $200 she could reduce the cost of the sofa to $659. I was reluctant but she kept pushing the plan & since the cost would be about the same either way I agreed to purchase the plan. When we discussed their refund policy was told there is a 20% restocking fee if the product returned is in the same condition within 2 days. The sofa was delivered on July 24 it was just too large so I initiated a return on July 25 & returned the sofa on July 26 to their outlet center as instructed. They inspected the sofa and told us we would receive a refund check for $711.19 after they deducted 20% for restocking.. After 15 days & 3 phone calls we drive to flint to pick up the refund check. The mgr said check was for $551. 19. & said the $200 for the protection plan was non refundable. I was never told that & said that I was told my refund was $711.19. He spoke with that person via phone & said both she & the salesperson had made a mistake. After looking closely at my receipt it did state-non refundable post delivery. Was not told this when purchased. They kept $337.80 or around 38% of which $200 is for an intangible service for a product I will never used, returned & did not purchase. While this may be legal it certainly is unethical & not an honest way to do business. Ashley should be held accountable. The managers excuse was its a 3rd person company that provides the plan. Im sure both the ************************************ get a cut of this money for nothing scam. He also apologized for his staff & said he would see they are better trained in the future. Ashley should not be allowed to continue this policy. There is no additional paperwork necessary when purchasing or returning an item that includes this plan. Their policy to keep the entire $200.00 is in no way justified.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased two sofas from Ashley Furniture that were delivered in March 2022. One was delivered broken and it took months and many phone calls to get it fixed. The other broke within a week. It also took many phone calls. We were lied to three times about them coming to check the furniture or fix the furniture. One couch lost two springs and someone tried to tell us this was normal. Finally, after much stress and many phone calls and days off work for them to come see the furniture, they replaced them with the same type. Then they broke again in 12 days. They offered a reselect. The issue with a reselect is that we would have to pay the price difference of the furniture AND the delivery fee of over $100 even though it was their bad furniture. Instead they offered to come diagnose again. Someone came to look, said they were definitely broken (same issue as before with the springs falling out), even said theyd seen the same issue with the same furniture from other customers. They were going to order a new bottom half of the broken seat. This was in December. I have been updated that the part wont come in until March. Meanwhile, I am sitting on a broken seat because I have no other option and Im developing severe back pain due to this.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our sectional couch along with a 5 year protection plan in April of 2020 at the Ashley Furniture store for $1,530 (Including Montage Furniture ******************* on ********* in ***** **. At the end of 2021 the couch starting sinking and breaking down. We called at the beginning of the year in 2022 to file a claim and we were told we needed the original purchase receipt which they were going to request and get for us. There was no communication so I called in April for an update when they said they closed it out because they never got the receipt. I said we don't have it so they requested it again, we then found the original receipt. We got a service tech to investigate and come out at the end of June. There was no update again so I finally called back and they told me they denied the claim and repair. I asked if there was a process to appeal this decision because there shouldn't have been any reason our couch was broken and sunk in as it was. We do not have big dogs, big kids, anyone jumping on the couch and for the amount we paid it should have lasted much longer than a little over a year. I then put in to appeal for the denial, and reached out to Ashley Furniture directly. I talked to 3 different people 3 different times for an escalated call and never received a supervisor call back. This is unacceptable. The only time I got an update is when I call. At this point the couch is so broken down that my dad who recently broke his back cant even sit on it. We just want this resolved and at this point we want our money back or a replacement couch, I don't have any trust or faith that the company would even get the couch repaired.

  Business response

  09/16/2022

  Good morning,

   

  This was purchased through a licensee - J & S Furniture LLC

   

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Customer response

  09/16/2022

  Hello the Ashley Furniture store we purchased at was *************** at the address of ********************************************. Thank you 

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased furniture, a 6 piece sectional Feb. 2021 which was fully delivered in August 2021. I have made multiple complaints due to the furniture breaking down, the back of the chase broken and the leg rests also being broken down. Ashley furniture sent out someone to fix my furniture which made it worse and was told they would send someone out to replace the couch. Upon speaking with a representative today, I was told I will have to file a claim with the third party as its now been over a year since I made my purchase. My couch is falling apart and cannot get an answer or have it replaced but still expected to keep paying on it. Because the store is a franchise I cannot get ahold of a person who is able to help as there are only general representatives that are available. I need my couch replaced at this point or my money refunded.

  Customer response

  07/21/2022

  Hello,

  Per your request, the address of where we made our purchase is:

  3250 ****************************

  *****, ******** 48507.

  the sales representative we had was *********************, but we have learned she has passed away since our purchase. We had multiple Ashley furniture staff come to our home to take pictures per their investigation, both named *****, the set of individuals before them were terminated, I do not know their names. 
  

  thank you,

  ****** (******) ****

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

*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. ↩