ComplaintsforAshley HomeStore

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 03.25.2024 I purchased a chase lounge from Ashley Furniture in ******* MI.I applied and was approved a charge of $741.99 through their ****** Services (AVB account). The reason I opened the charge card was to get the zero percent. After 9 wks had passed and 3 phone calls to no satisfaction as to where my couch was I went in person and they told me at that time it still would be another 2 wks before I could get it. I cancelled that day. The credit card co AVB is still charging me monthly payments, which I have made two and also called them. The lady I spoke with from AVB was very distraught at the information that Ashley had them-(AVB) pay for the couch $741.99 and so I had to pay them-(AVB) back and I had never received the couch.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** ***** I am having an ongoing dispute with Ashley HomeStore. I have attached a word document detailing my complaints and the resolution I am seeking. I've also attached email transcripts between Ashley HomeStore and myself for further investigation. Please feel free to reach out with any additional questions. Phone number: ************ Email: ************************

  Business response

  02/06/2022

  I spoke with Mr. ***** ***** and Mr. ***** stated that he was not satisfied with the mattress chosen (item# ******) and that it was not the mattress that he selected at our location.  Mr. ***** then visited our location to find that the mattress that he selected was indeed the mattress that he requested at the time of purchase.  He then asked for a reselection for a mattress of greater value ($369.95 was the greater value of the mattress requested by Mr. *****).  Mr. ***** stated that he did not feel that he should not have to pay the difference because he insisted that he received a different mattress from the one that he selected.   I informed him that if the mattress is indeed defective and not in the condition of the mattress that he was shown on our showroom floor that I would allow for him to witness our staff unwrap a warehouse mattress of the the same item number (item# ******) in his presence and swap it out for the mattress that was defective.  He stated that he would rather have the upgraded mattress free of charge or a full refund. That request violates our companies return policy which states that there will be no returns or refunds on mattresses unless the guest has received a defective product. That policy is explained at the time of purchase and is signed by the guest at the time of purchase.   

  Customer response

  02/23/2022

  
  Complaint: ********
  
  I am rejecting this response because: I received a call from Ashley furniture store Monday January 31st. Informing me that a mattress is being sent to me February 5th. The customer agent representative I spoke to didn't inform me why I was receiving another replacement. I had no prior warning, I believe they intended to show up to my home and deliver a mattress, that I didn't ask to be delivered. I then asked to  speak with the Manager who informed me I'll be receiving a replacement mattress. I informed her, last I knew I'll be paying out of pocket any additional cost for a new replacement. I did believe that they were going to try and collect money from me at the time of delivery. the details weren't explained and she gave superficial and vuage responses. I refused, what I believe was an another attempt to strong arm or box me ina ****** for an unacceptable offer. I then called back to inquire from someone else wether the delivery has been cancelled or not also if I'll be receiving the premium mattress for free. Ill consider the option for a non out of pocket cost for the mattress selection I made. Or a full refund. The first option wasn't presented during the most recent call so I'll stick with a refund. 

  I received a call from Ashley furniture store *************************** earlier. The request was for them to give me a replacement of the mattress that I originally purchased without any defects. I told them I would think about it and I have. I would like to have a full refund. I've spent weeks sleeping on my couch with severe health complications. I no longer wish to do business with ****** furniture store. I really don't want them contacting me either.I would like to take my business elsewhere. 

  The reason why I asked all correspondence be sent via email. So that the opportunity for lying isn't present.  The phone conversation I had recently with Ashley furniture store ******* is a prime example of why email conversation is important. I didn't choose the current mattress I have. Not only for the reason it has manufacturing defects, but for the reason it's a ****** springs firm (M61141)  and my original mattress I first requested was a ****** springs plush (M61241). The mattress item ****************** claims I currently have is also not true. I will send you picture confirmation. ****************** further began to tell more fabricated stories about a situation he wasn't present to begin with. As stated before, I spoke with store manger named Wednesday on Friday January the 14th *************************************************************** the previous emails I sent you,  explains how that ordeal transpired. It didn't happen at all in the way ****************** is explaining. Which isn't surprising because he wasn't present on Friday January 14th 2022. ****************** also said I wanted to have a mattress free of charge. Which also is not true. As stated in my previous emails, and also the exchange between ****** store ***************************** and I. I did not ask for a premium mattress, I was stronged arm and boxed into a ****** for choosing a mattress that I had no prior knowledge, I would be paying out of pocket. I was informed after my selection that all additional cost will be made by me. I was decived, I was mislead, I was told to come to the store for a reselection of a mattress of my choice. However I didn't know they intended to make me pay for it. ***************** stated that I would rather have the upgraded mattress free of charge or a full refund. This is also not true, I requested a full refund not a free mattress.  I stayed firm on my refund request during my phone conversation with ***************** and not once did I mention a free mattress.  ***************** says my request  violates their companies return policy which states that there will be no returns or refunds on mattresses unless the I received a defective product. ******** head of operations at Ashley furniture said to me as stated in the previous emails I sent you. Was for me to receive a Satisfactory Mattress for the Reselection Process.  and I ***** ***** requested a refund on the Mattress that was deemed a manufacturing damage. All the mattress I received by Ashley were deemed a manufacturing damage. So by Kendalls own admission and the operations manager admission any mattress deemed a manufacturing defect is eligible for a refund. 

  
  

  I received a defective product multiple times yet they withheld the option for a refund from me. I won't go into Ashley furniture store for any purpose. I would like a complete refund. ******* isn't being truthful at all. I do not trust him and the opportunity to put a show room floor replica of the same mattress that every single customer lays on to test, is too likely. I believe I have enough evidence and own admissions on behalf of ****** furniture store to warrant a full refund. Also the horrible treatment I received by Ashley management department. I can't do business with a company who treats their customers horribly. 

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I purchased a couch on June 30th 2021, we were told by the sales associate it would be 10 weeks WORST CASE SCENARIO. My husband and I have called a handful of times receiving subpar service from the customer service team and SEVERAL estimated dates. Sometimes the estimated date would be pushed months back but the phone calls were days apart.. I'm not sure how a delivery date can drastically change in a matter of days but it has. Our 10 weeks has come and gone and we are still getting the run around on dates. It's now into October well past the 10 weeks worst case scenario given to us. This has been an incredibly frustrating experience. I just want a couch for my family, not in 2022.

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