ComplaintsforAshley Furniture Outlet

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/17/2020- the delivery date was further out due to supply chain issues. November 19th. We purchased the ******** protection plan that covered 5 years and advised the store that it covers "everything" at the time of purchase with an additional cost of $229.99. The coach began to fray, pill, and become extremely furry looking within weeks of receiving it. We called after the original manufacturer warranty due to a health issue and not being able to take action. we were advised during that interaction that our extended warranty did not cover the issue. they then offered to send a technician to replace the seat and ottoman fabric as a "one-time" courtesy. The technician did not replace all of the coverings and said she had seen these types of issues prior but never to the extent of the entire coach top to bottom, even areas that are not touched. The company was not willing to work with us on the replacement of the back cushion fabric. We communicated on ******** approximately a few months later because the same fray and pilling happened again after the replacement of the fabric. This is clearly a defective fabric for a coach and at this time I am looking for a full refund and removal of the product from my home. It is unsightly and terrible quality for the amount we paid for the product. Ashley Furniture continues to sell this product and others have come forward on ******** with the same issue. We feel scammed out of money since we had been advised at the time of purchase that the extended warranty covered "everything" and Ashley is unwilling to rectify the situation to the expectations set at the time of purchase.

  Business response

  12/13/2022

  Please see attached a copy of Mr. *******’s purchase history. The sales ticket that lists the 2-piece sectional and ottoman, also lists a console table and lift-top cocktail table. The protection plan purchased covered all these listed items as notated in the sales remarks.  The customer received partial deliveries on these items. The 2-piece sectional was delivered on 10/17/2020. Please see the attached signed delivery receipt with photos. The ******** Protection plan purchased is a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the ******** Insurance Company. Pamphlets and flyers are available in the stores outline the coverage. Also, the ******** company emails the policy to the customer informing them the details of their plan. A copy of Mr. *******’s coverage would have been emailed to the email address he provided the store, [email protected], at time of purchase. The furniture has a 1-year manufacturer’s warranty. Each item has a hang tag with this warranty information as well as the information being available on Ashley Furniture’s website. Attached please find the manufacture’s information. On page 2, it states, “these Limited Warranties do not cover tears, flattening of nap, pilling, fading or shrinking…”

  
  On 12/15/2021, a Service Request Report was opened due to Mr. ******* taking to social media to voice his displeasure of the issue, see attached. Due to the customer’s stated health issues during the pandemic and to continue to build a good customer rapport, we offered to replace the seat cushions as a 1-time courtesy. The customer agreed to this. The parts were ordered from the manufacturer, and a third-party technician was dispatched to do the install.

  
  The customer is looking for more to be done on an issue that is not damage nor a defect, but simply normal “wear and tear” of his 2-year-old furniture. Unfortunately, we cannot offer anymore assistance than that which was done prior.

  Customer response

  12/13/2022

   I am rejecting this response because:
  
  Even after the cushions were replaced, the defective fabric was pilled and shaggy again within weeks, not years. This is not normal wear and tear. This is a terrible defective product. I also feel that I’ve been scammed lnto purchasing extended warranty from the misrepresentation from the sales rep, who told us it covers “everything & anything”. Are they allowed to tell the customers anything they want in order to sell the warranty? Both the couch and the warranty have been a scam. This couch needs to be removed from our home and refunded, as well as the warranty. 

  Business response

  12/16/2022

  We are sorry Mr. ******* feels this way. However, we stand by our original response.

  Customer response

  12/22/2022

   I am rejecting this response because:
  This is a faulty fabric and i will continue to let the public know about the horrible experience with it and the fact that i have been scammed out of my money and taken advantage of for this defective couch, as well as the misrepresented warranty. If Ashley stood behind their product, they would resolve this continuing issue to my satisfaction. My money needs to be refunded and this couch needs to be removed from my home. This is NOT normal wear and tear. This is faulty, defective material. If this is not resolved,  My next step is going through my lawyer that i always have on retainer. 
  
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a sectional from Ashley Home Store, Greensboro, NC--Westgate City Blvd. Recliner was defective they sent a repair man who found the recliner is not able to be repaired. It has been over 6 months, and I am still waiting for the recliner to be replaced. I spoke with Denise (Warranty Manager) she stated I have to wait to allow them to get the item I explained I have been waiting over 6 months and wanted to know how long I should be waiting she said she didn't know I requested they come get the item and refund me the amount for the item she said they would not and I needed to continue to wait for the item to become available which she has no idea when that will be. Below are the text message received this year

  Business response

  03/30/2022

  Ms. ****** had her reclining pieces delivered to her on 8/17/2021. Attached is the signed delivery receipt with the photos of the two recliners with the sectional. The customer contacted our Warranty & Claim department on 10/9/2021 concerning issues with one of the recliners at which time a Service Request Report was opened, see attached. After working with the customer and receiving the technician’s report, an exchange ticket was written on 10/28/2021. The pandemic of COVID-19 has affected the supply chain and rate of production. We truly understand the frustration of the customer for waiting on her furniture. We do not like to make empty promises with dates changing daily on the ETA to the distribution centers by the manufacturer. We ask Ms. ****** to be patient a little while longer while we wait for the manufacture to send the replacement recliner in order for us to make the exchange for her. Unfortunately, we cannot refund her the recliner as she has had the item for over the allotted time frame for returns. We would like to offer Ms. ****** a $100 gift card which will be mailed to her after the exchange of the recliner for the inconvenience.

  Customer response

  03/30/2022

   I am rejecting this response because:
   The information is incorrect with notification it took them that long to get technician  and I feel the pandemic had not cause a delay lasting over 6 months I want a full refund due the damaged item the customer service is horrible. No company should ever want a cyst to have defective furniture in their home considering I never sat on the furniture I believe the delivery people knew it  was defective when they dropped it off they never plugged it in.
  
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered products on 05/20/2021, at the time we were told it would be 2-8 weeks. I called back around 10 weeks and was told that the quote was only for bedroom furniture and living room is actually 2-12 weeks and to call back after 12 weeks. I’ve sent texts that have not been responded to. I’ve called and they said nothing is in the warehouse and we need to keep waiting. It’s been 16 weeks and no one is helping or caring.

  Business response

  09/16/2021

  Tentative delivery dates given at time of delivery are our best estimate based on the current and live information given to us from our manufacturer, Ashley Furniture Industries, at time of sale. The pandemic of COVID-19 has affected the supply chain and rate of production. We truly understand the frustration of the customer for waiting on her furniture. We do not like to make empty promises with dates changing daily on the ETA to the distribution centers by the manufacturer. I have attached a copy of Ms. ******’s sales ticket highlighting the Terms of the Sales Agreement. Ms. ****** has called and texted the Call Center several times to check on her order, as she is more than welcome to do (part of text messages attached). Unfortunately, there wasn’t anything new to report to Ms. ****** as seen in the text messages. Ms. ****** did receive her bed and part of 1 of her sectionals on 5/31 and 7/8/2021. Ms. ****** did receive a refund of $300 for her inconvenience. Once the distribution center receives the remaining items from the manufacturer, the call center will contact Ms. ****** to schedule delivery. We do hope that Ms. ****** will continue to be patient with us as we wait for the manufacturer to send the items for us to make her delivery.
  

  Customer response

  09/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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