ComplaintsforAshley Furniture Homestore

• Initial Complaint

  12/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a furniture set from Ashley furniture for $2624.37. It was delivered on 12/1/22. Before I purchased the furniture, I spoke to someone on Ashley Furniture chat and she said I had 30 days to return or exchange. After the furniture was delivered, I found out I have to move. It was not expected or I would have cancelled the furniture. This furniture set will not fit in my new place. So I contacted Ashley Furniture and was told by Sayed that I could return it and he cancelled the ottoman because it wasn’t delivered yet and said I would be contacted to schedule the pick up. I wasn’t contacted with in 72 hours like he said. So I contacted customer service again and they gave me the number to call because I was able to return or exchange. So I called the number and was told to call back the next day and speak to the manager Doug. So I did, he said that is unfortunate that I couldn’t use the furniture but I had 72 hours to return and it has been past that. Then he said they do not take anything back because of health reasons. I said which one is it? 72 hours of no returns at all? He said no returns at all and there’s nothing he could do. I contacted customer service again, they said wait 24-48 hours for a call. No call again. I contacted customer service again and they told me to call the same number for Doug. I told them again what he said and they just gave me another number.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dining room table and chair set from Ashley in Geneva NY. When I was in store looking I found the table I liked best. It was decorated ( tablecloth , plates , cups and silverware , flowers ) I asked to order that table , the lady told me I could purchase that one. I went to the desk and paid for it . They told me they would disassemble it and wrap it and we could pick up later that day. Once we got it back to the house and unwrapped it , there was a huge spot in the middle of the table they used a marker to cover up a Knick in the top. I will attach pictures . Multiple chairs were not level , legs were longer than the others so they came and replaced table and fixed the legs on the chairs . Since then the new table is peeling and chipping so bad that I can’t wash the table after we eat dinner. I have sent them pictures and videos of the problem . They sent a service team out to “ repair “ I told them I didn’t want marker because of the last table . Tom assured me they have a new system to fix it . So when the two guys came to fix it they explained to me that my “ table will look awful by using the marker to fix it “ I asked them if they had the new system to fix it . They explained to me there is not a new system , just the markers. I just received an email from Tom “ the service department” that in my 5 year warranty they will only replace the table ONCE! I have children (2yrs old -13yrs old) who eat meals at that table daily and I should not be afraid they are going to consume these chips from the table. I called Tom and he said I’m sorry we can’t do anything for you! This is completely disgusting, he agreed it is NOT from wear and tear . The material on the table is not holding up and that is not our fault. My family spent a lot of money on this table , and it’s not safe for my family to eat off of. All I am asking is that they take the table and replace it with one that will not be a health hazard !

  Business response

  05/18/2022

  Hello ****, When ******** purchased the table in October 2020, she was offered the one we had on our showroom floor.  She was asked to look it over, we do not use tablecloths, placemats etc. that cover the tables.  She accepted the condition of the table, it was wrapped, and she took possession of the dining set.  A short time later, she requested a new table as she was not happy with the one she purchased.  We ordered her a new table and took the original back.  Now, she is requesting another new table.  We have told her that our extended service covers a one-time replacement.  We have fulfilled the one-time replacement and offered to touch up the finish.  She has refused any further service.  This dining set is a top selling set, we have not had these issues occur with other customers.  We feel that these issues are a result of use in her home.  This set is made from an engineered wood product, it requires a certain level of care.  This has been explained to her on different occasions.   Thank you, Andrea M*****  Office Manager Ashley HomeStore D&R Flooring 258 Exchange Street, Geneva, NY 14456 ###-###-####

  Customer response

  05/31/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I want to be very clear, that I was never once asked to look at the table. I had my 6 month old in my arms while I was in there store. Maybe video footage with AUDIO would help Andrea understand since she wasn't there. It was impossible for me to remove all of the setting from the table with a baby in my hands. I went to the desk and told them I wanted to order that table THEY offered me that one.  Secondly NEVER ONCE was I informed that there was a specific "CARE" needed for a kitchen table. I am interested in knowing what that care would be? I can't even use a micro fiber towel with water with out it peeling off. I would also like to add that there is a specific facebook page with COMPLAINTS and a BUYERS BEWARE full of people who have had this problem with pictures posted, I AM NOT ALONE like miss Andrea stated. I Wish I would have seen it before purchasing.  I want my money back and you can have your table back.  I would like to offer to take pictures of my other furniture any and all of it so you may see how we do NOT misuse our furniture. I wouldn't be so upset about this if this was something we did ourselves. Please know we have never made a complaint about any of our other furniture we purchased from Ashley- Our Bed, Our night stands, our coffee table, our living room stands. They are all still beautiful, EXCEPT for our table and this is NOT our fault.  This is not fair and I am not sure how Andrea can speak on the stores behalf I have NEVER spoken to or has a text conversation with Andrea, Tom T was the only one that would respond and answer my texts through Ashleys texting number NOT andrea! Regards, ******** ***** 

*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. ↩