ComplaintsforAshley Furniture Homestore

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a bedroom set including a mattress, 8 months ago. It was delivered and set up by Ashley. Recently, we decided to rearrange our bedroom. When my step son and I lifted the mattress using the handles on it, the mattress ripped! I contacted Ashley immediately as theres a warranty. I was told it would only be covered if it was a manufacturers defect. They requested pictures, and said they would review them and get back to me. I was absolutely shocked when they came back with they had determined it wasnt a manufacture defect! How is it not, if you use the handles to lift the mattress and it rips close to six inches?! They refuse to do anything about it. I paid $3,000.00 for this mattress and we were required to purchase an additional mattress cover to get the warranty to be in effect. I am furious that they have deemed it not to be a defect! The handles are literally there to lift it. I will NEVER buy a piece of furniture or anything else from them again. Its bad enough that they required an additional purchase to have the warranty, then dont honor it? We spent $7000.00 that day!

  Business response

  12/21/2023

  Good morning, 

  Ashley HomeStore is an authorize retailer for *******/BeautyRest sleep products and follow their warranty guidelines when reviewing mattress warranty claims. Unfortunately, cover (fabric), handles, cuts, and/or tears is considered an exclusion to their coverage. ******* provides handles to assist in positioning the mattress on the foundation, but does not recommend carrying the mattress by the handles for this very complaint.

   

  We understand his frustration and have discussed his claim with our partners at ******* which led us to offer a replacement as a one-time courtesy. Before moving forward, we need additional information from the customer and have requested a call back to go over their coverage. 

   

  Thank you!

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bedroom suite with the mattress. After receiving the mattress we slept on it for less than 30 days and I was in terrible pain. I called the store we purchased from and was told we didnt buy the mattress cover from them we didnt qualify to get another. I explained that was never discussed with us that I actually told our sales person Id buy it at tj maxx for like 30 dollars and they agreed it was much cheaper. If that was an issue I would have thought someone would have brought that up. I then went on to explain why I was looking for another mattress, again not looking for a refund I actually was looking to upgrade and pay more money to this location. The store sent out a tech who said the mattress does have a dip in it and its visible. They measured and customer care said we didnt qualify because its only a 1/2 inch dip and they need a 3/4 dip. Regardless a dip in a mattress is a dip. I was in a car wreck in 2008 and have back issues, I would have thought the company would want to make more money off of me and have a happy customer. This has left a terrible impression on me, to know the company acknowledged that it is clearly defective just not to a specific measurement is disheartening to say the least. When I explained the issue to the manager at the location it was clear he didnt care and I was just another complaint he was having to deal with. The lack of bed side manner from him was clear to me. I know that I wont see any type of resolution from this but hopefully this will help educate people that while this company is slightly cheaper than most there is a reason for it. As well they dont care about the customer which is what keeps the lights on.

  Business response

  10/17/2023

  We've connected with this customer and advised we will send another technician to complete a mattress inspection. If the mattress does not meet depressions for warranty replacement, we will go another route to switch their mattress for comfort. 

  
  

  ****************** appreciates our call and is satisfied with the resolutions provided. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a new couch in January of 2023. It arrived early and we asked to hold it for the week until we were ready in our new house. I called and was advised they didn't have the couch, then the same day was called and said they did have our couch and we set up the delivery date. We received a used couch, even after speaking with customer service who told us it was just dirty because of how it was handled by the manufacturer and delivery. Not only was it dirty, it came with a hole in one section. The wrapping showed a different salesperson for each part too, clearly it wasn't meant for us or was a return. The resolution given was to send a technician out to fix the hole in the next 7 to 14 days and replace the chaise lounger which was the dirtiest piece of the couch. Very dissatisfied that the entire used couch isn't being replaced for the new one we purchased. When you spend $2200 om a new couch, that is what we expected to receive. The sales folks were great and helpful, customer service was accusatory and didn't look any further when we sent them photos of the wrong contacts /people on the packaging.

  Business response

  03/30/2023

  We spoke with the guest on day of delivery and were very apologetic their threshold delivery arrived damaged. Unfortunately threshold delivery does not give our delivery center an opportunity to inspect the order before another trip to the customer's home. After speaking with the customer, we completed a replacement order for the Corner Chaise and ordered factory parts to reupholster the Loveseat. Our Leadership team will reach out to the guest regarding their experience. 

  Customer response

  03/31/2023

   
  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. They did reach out and after even further issues with the couch, they have ordered a new one as originally purchased. Ashley *** from customer service was helpful in resolving the issue. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On April 29, 2021 my husband and I purchased a king size bed with mattresses, box springs and with headboard foot board and side railings. The bed frame, box spring and mattresses were delivered September 18, 2021. At the time I spoke to Keisha who stated that the headboard, footboard and side railings would be delivered in mid- November and we would receive a $200.00 refund check upon delivery. I called the store today and am now being told it will be mid January, 2022 before it is delivered. No explanation except recording about factory delays. How to you go with a promise of mid November to mid January? I don't want excuses and false promises. We paid in full on 4/29/2021 a total of $5,189.38 and still have no headboard, footboard and side railings. I don't believe now anything the store tells us.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/01) */ We understand her frustrations with the delays and wish, as the retailor, we had more control over the items being produced and sent to us. When we place any order, we are given dates by the manufacturer of their expected completion and if they have a delay, that is out of our control. We have offered 5% refund and have reached out to offer the maximum refund of 10%, upon completion of the delivery. Called and sent email, waiting on response. Unfortunately, if the consumer does not wish to continue to wait with us, we will cancel her order and provide a full refund. Consumer Response /* (2000, 7, 2021/12/07) */ I have reached a temporary agreement that headboard, footboard and side rails could arrive in mid January with a 10% of total sale refund of my purchase upon delivery of The Above named articles.

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