ComplaintsforWellsville Carpet Town Inc

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley in June. It was delivered to my house July 18, 2024. On Saturday night 7/20/24 I went to go move my coffee table and the leg snapped off completely. We picked it up and moved it and when putting it back down it snapped right off. I tried to contact them on Sunday but the warranty department was closed till Tuesday. I called back Tuesday spoke with someone they asked for me to send in pics of the damage. I did text them to a lady named Karah. She then tells me she needs a whole view of the coffee table and I then send that over. I then get a text later today telling me it doesn’t fall under the manufacturer warranty. Said that they recommend lifting the furniture never sliding it. I then text back telling her we didn’t slide it but in fact picked it up and that should never of happened. They were closed when I text back, I only had the coffee table for 2 days. I’m planning on calling back and speaking with a manager to get this resolved hopefully

  Business response

  08/01/2024

  The business has responded to the complaint however has requested that their response not be published.   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Ashley Furniture Homestore 575 Alberta dr and purchased a *********** Adapt Medium Hybrid Mattress on 9/15/23. I initially worked with Bailey and her mattress manager Burt. After 80 days of sleeping on the mattress it felt too firm, I requested to do a comfort exchange. Ashley agreed to do so. I went back to the store and this time I worked with Jake as the salesman. I asked Jake "Do any of your other mattresses carry a comfort exchange because I don't want to be stuck with a mattress if I'm uncomfortable? He then told me that only the *********** mattresses have a comfort exchange. I then asked him, so if I exchange this previous *********** I've already purchased for another ***********, and this new *********** mattress doesn't work out, Can I just exchange it for something else? He then went to check with his manager Burt, came back and advised me that "Yes, That would not be an issue". Under those terms that were explained to me by Jake and Burt, I made the decision to upgrade to a *********** *** ******** Mattress on 12/21/23. After about 80 days, this mattress felt even more uncomfortable than the initial one I purchased. I called Corporate to initiate a return. I was told I had already used my one time comfort exchange. Again, when I asked them in the store if I could return this 2nd mattress, there was never any mention of a "one-time comfort exchange". It was explained to me I could return the mattress if I was uncomfortable Had I known this was the only time I could do an exchange, I would have chose something entirely different. I was making my purchase solely on the security of knowing I could do a return based on what Jake and Burt had told me. I feel as though I was lied to and deceived just for the purpose of them to make a sale from me. All I want from this business is to honor their integrity and provide me an exchange for a different mattress, which is based on the terms that were laid out by Jake and Burt when I made my purchase.

  Business response

  08/01/2024

  The business has responded to the complaint however has requested that their response not be published. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a queen sleep sofa model: ******* on 7/11/22. Order # ******** and bought the 5 year extra protection plan. The couch was received at our house on 8/18/22. We have used the sleeper sofa maybe 4 times and have sat on it around 15-20 times. It is in my husband's office and and is barely used, only for when we have guests spend the night. On 4/4/24, we noticed the middle cushion was indented and felt around it. The stuffing was falling out on the floor! We called Ashley and they gave us the number for **************** who couldn't speak very good English and only said they would send a text to file a claim. You could not speak to anybody about the issue. The claim was denied so we called the local Ashley store and spoke with Jessica who would forward the issue to corporate and somebody would call us back within 24 hrs. We received that call from Amanda who stated because the 1 year manufacturers warranty was up, there was nothing they could do and they couldn't override the ***** warranty. She offered to send the parts and have a tech come out to install them at our cost ($75/hr). We were never told the warranty was limited and only covered certain items or we wouldn't have bought the couch or the extended warranty.

  Business response

  05/30/2024

   This letter is in response to the above referenced complaint by Mrs. ***** concerning her purchase of their sleeper sofa plan from our Altoona, PA location.   Reviewing this account, I can certainly understand how frustrated Mrs. ***** would be given they had purchased the additional warranty on the item.  I am reaching out to the protection plan for the report surrounding the denial. I can say with any insurance company, you have to have the date and details of the incident, but they also don’t cover what would be considered intentional damage or things out of their scope. I reviewed the file and pulled the call with Mr. ***** that was around 30 minutes in length. At the beginning of the call, Mr. ***** had indicated that he was unsure how the damage happened—however about 9 ½ minutes into the call Mr. ***** had indicated that his children had caused the damage from running into the sleeper sofa and damaging it causing the back to rip out, and it would also explain the mechanism being detached from the sofa.  We had previously offered courtesy parts and labor at a charge which Mr. ***** had declined. I can offer our in-house technician to go out at no charge to assess the item to see if the item can be repaired as the damage looks to be extensive and based upon the report we can then evaluate if it can be repaired if we will cover the cost as a courtesy, or share the cost of the repair.  If Mr. Or Mrs. ***** would like to take us up on this courtesy inspection, they should call our service department at ###-###-#### and select option number 2 for customer service—this offer is valid until 6/14/2024.     We trust that the Better Business Bureau will find this response satisfactory and serve to close this complaint.    Sincerely,    Bonnie H*** / Guest Relations Center Manager  7993 Call Parkway  Batavia, NY 14020   

  Customer response

  05/31/2024

  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. When we originally called the company, they said it would cost us to have a technician come out and fix the couch at OUR cost completely.  We will not share the cost of the repair when we have the extended warranty.  Please do not waste our time when we work and have to wait for a technician to come weeks later just to say it cannot be fixed or the cost is outrageous.  We want a replacement couch or a refund at this point.   Regards, ****** *****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 1st, 2024, we contacted Ashley Furniture to process a refund of $399 for the automatic bed and mattress we purchased back in 2018. At the time of purchase, we agreed to sign up for the same cash credit card to make the purchase and we were informed by the store at **** ****** **** ***** ******** ******** ** ***** that would we receive a refund of $399 should we not need to process any claims after 5 years of the original purchase. This informed our final decision to pay for the product knowing that we would save $399 on it after 5 years. On January 3rd we were sent a message from the company that we have received a store credit, vs. a refund. I called today January 4th to ask them why it was store credit and that we preferred a refund. The woman on the phone was extremely unhelpful and claimed that the store credit was always the promotional offer we could receive. She proceeded to read from a script and repeated the rule she could not back up THREE times. I asked her to stop repeating herself and had to talk loudly to get her to stop and listen. She talked over me and was completely rude. I asked her to provide the documentation noting that offer. She said she could not provide that documentation, that they do not have it, therefore I asked her to please process it as a refund. She indicated that none of their credit card offers come with documentation and clarified that this is not credit card terms, this was a store promotion. This led to her to repeat the rule, TWO more times at least. I asked her to transfer me to someone else. She then said there was no one here who could provide that, and that I would need to get it from the store, so I said then you can not enforce it? She then began repeating the script, I had to hang up as she would not respond to my questions and just repeated that she had zero backup for. It feels like this company is practicing bait and switch on a whim and can't back it up. Can you investigate?

  Business response

  01/19/2024

  The business has responded to the complaint however has requested that their response not be published.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made purchases at the Ashley's HomeStores located at **** ******** **** *** ****** **** ***** on the following dates. June 2, 2023 June 6, 2023 June 24, 2023 My charges were financed through ** ****. They have a basic website for users to log in review their statements and make payments. At one point they showed a balance of $5906.37 which I paid on June 22, 2023. Then they showed a balance of $985.17 which was paid on July 20th. Both payments well before I received a statement. Since this time my balance with ** **** has shown $0.00 with a minimum payment of $0.00. ** **** shows that charges are pending. These charges have been pending for over 2 months. I contacted ** ****, and they said I need to contact Ashley. I have attempted to contact Ashley's Canton store at ************* well over 6 times in the last two months. I get their automated IVR and select to talk to someone and it rings and rings and then lands on a voice mail. Today I searched and located the number for Ashley Furniture Corporate Headquarters and located ************. I called this number, and they said I needed to call the Ohio customer service number **** ********* I called this number which goes to Boardman Ohio Ashley store. They can't help me. They are not affiliated with the Canton location. I have exhausted all efforts at this point and put far more effort in doing so. No customer should ever have to track down a store to pay them. This is my final attempt to resolve this amicably. There are still several credits that are not reflected on my account that I have documentation from Ashley Store would be. There is also an additional credit that was promised for a desk that was delivered with damage. This was promised by their customer resolution center. All the way around this has been a bad experience and look for both Ashley Furniture and their finance company ** ****.

  Business response

  09/29/2023

  The business has responded to the complaint however has requested that their response not be published.  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Furniture in October 2022 -When the furniture was delivered, it was uncovered and damaged. The furniture was later delivered with the same damage -When I made my first payment, I used their electronic website. Instead of taking out the authorized $50 from my account, they took $1771.75 out and I had to work with my bank to correct the mistake. -I put in a complaint with them on Jan 4 I never received any communication back regarding what happened, representatives on the phone had no idea of what to say -Ever since this issue, I've been sending bank money orders for my payments -In June 2023 a very unprofessional young lady contacted me to say my payment was not received. I advised her that it was and I had the money order copy. I had to call back again and was told about a dispute process which was filed on 6/22/23. -I faxed the dispute to the company along with a copy of the $50 money order I sent, along with a replacement money order of $70, and a payment of $150 for July's payment. -I received an email on July 31 saying that they are still "investigating" the payments after four weeks -I called them today and was told my account is now in arrears $163 and they show no payment of the 70 or 150. -I contacted my bank today and was told that both money orders were cashed. I also have the certificate of mailings from the post office. -I feel that I am being cheated, and my credit is being effected by their fraudulent business practices and I need someone to assist me with this matter. The missing payments amount to $220.00

  Business response

  09/29/2023

  The business has responded but has asked that their response not be published.

  Customer response

  10/04/2023

  Better Business Bureau: I purchased the furniture through Ashley Home Store on M***** **** **** ***** **** ** ****** *** These people are your third-party vendors you selected to handle your credit card accounts and have provided the most deplorable service I've ever experienced.  It started from the delivery of damaged furniture from your store to your vendor taking out over 1700 from my checking account instead of the $50 they were supposed to. ** ****** **** ******** ** *** ****** ** ******** ***** ******** does not appear in the BBB database. When I contact them, I never get resolution to my issue which is that they cashed money orders that were sent to them from my bank and cashed confirmed cashed, but are charging me late fees for and damaging my credit, this is outrageous.  I have reviewed the response made by the business in regard to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. PLEASE CONTACT ** ****** **** ******** ** ** *** ****** ******** ***** ******** ***** Regards,  ******** ******** 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The day my furniture was delivered they broke my ceiling fan. Came in and took the fan out. Was falling out the ceiling. Had to get it replaced. Now there telling me they are not responsible for it. My next step is court. I'm done playing games.

  Business response

  09/29/2023

   This letter is in response to the above referenced complaint by ******* concerning their purchase from our Amherst, NY location. I did reach out to the delivery service provider *** for an update on the insurance claim.  I don’t have any access to their records and see that this damage occurred and was reported on 8/30/23.  I do understand that Mrs. ****** is eager to get reimbursed which I do understand, however I am unsure if she provided the documentation and receipts needed for the reimbursement as this is a separate company.  I did send over an email urgently asking for Mrs. ****** to be contacted immediately for an update. We trust that the Better Business Bureau will find this response satisfactory and serve to close this complaint.  Sincerely,  Bonnie H*** / Guest Relations Center Manager **** **** ******* ******** ** *****  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased reclining motor sofa received 9/30/22. Repair tech came to our home multiple times to fix left facing side of sofa. Bent parts received 3 times and wrong parts twice. Ashley took sofa for 8 weeks supposedly to fix what tech put in her last report to fix both left and right side. Tech did replace left side mechanism previously but still not working properly she requested left side part including motor and motor for right side. Ashley would make no accommodation to send temp couch to sit on even though my husband is partially disabled. Leaving us to sit on wicker and older broken recliner. Ashley store would offer no assistance. We begged for replacement couch but they said no. Now Ashley said they have ordered left side mechanism only. We have to pay for tech service. The couch is up to their standards, which apparently is broken garbage, and problem is due to heavy use. I said it must have happened during 8 week warehouse stay and not in our senior citizen home with disabilities. I told them I confirmed with tech’s ofc *** ****** and she did put in for another left side mechanism and motor as well as right side. No answer from Ashley. Apparently this sofa is garbage and a lemon. The one year warranty is in effect until September 2023 so they are just buying time to screw us over. We are having problems from day one with this sofa and are done with it. My husband is having surgery and we need the motor reclining sofa. Hopefully Ashley has some good business sense and will come through for us.

  Business response

  08/22/2023

  The business has responded to the complaint however has requested that their response not be published.  

  Customer response

  08/23/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The first sofa we received was not a motor recliner and my husband could not close it. Therefore because of that and at the recommendation of the tech we exchanged it for a more expensive motorized reclining sofa.  The picture previously sent shows the multiple bent frames sent to our home which the tech could not use and the one replaced. We have had a couch for over 40 years but unfortunately it does not recline and that couch is in better shape than this one.  Ashley furniture should be able to withstand daily use especially if there are kids or pets on it. But we have neither. While we appreciate sending the new parts we feel the service should, also be covered especially since the ware is running out.    Regards,  ***** ********

  Business response

  08/29/2023

  The business has responded to the complaint however has requested that their response not be published.  

  Customer response

  09/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  We appreciate efforts of the  BBB and find the response of the business convenient to them.  They don’t even take the assessment of their own tech into consideration.  When I called their company after the 8 week return they confirmed the left facing side was not looked at.  Even if something doesn’t work properly they continue to say it is fine and nothing is wrong and up to their standards. I have the tech coming to fix it at out expense, but would like to know if she finds something else wrong will they cover it under their warranty or make us pay again.   Thank you ***** ******** Regards, ***** ******** 

  Business response

  09/29/2023

  The business has responded to the complaint however has requested that their response not be published.  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 11/15/22 I purchased a living room sectional. The Brand was Ashley... *********. I then was told that if i purchased the protection plan then I would be protected from spills, tears etc. I asked would the furniture hold up and not go flat. I was told yes. The total cost of $3216.14. In or around May I called the Warranty company because the seats were flat. They said they did not cover that so they sent me to Ashley. Ashley said as a one time they would replace the pillow, which they did it took about 2 months but they were replaced. Now my furniture has a film on it, so I filled to get it cleaned. It should be noted there is not a option to explain. The warranty company declined to come out and see what I was talking about. so i called and was told they would not be coming out. So i called again to see if they would at least clean the furniture. I was told no. so I have been trying to call Ashley Furniture for the Last two months and no one will call me back or keep transfering me to different department who say they cant help me. 1) I am still under Manufacturer warranty 2) i purchased a $399.99 warranty. I would like my money back for the furniture obviously something is wrong and I want my warranty money i paid back. I live alone so the furniture is not damaged or no spills are on it

  Business response

  07/22/2023

  The business has responded to the complaint however has requested that their response not be published.

  Customer response

  07/25/2023

  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.   Regards, ********* ***  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this couch this past year and almost immediately noticed the left side recliner seat looked flat. We made a claim and the defective cushion was replaced. This was in May of this year. The cushion is already doing the same thing. My husband is 230 lbs and should be able to sit on the couch without this happening less then 6 months. We were actually away for 2 months after we purchased the couch so we have only been sitting on it for about 6 months. Ashley is denying our claim and calling it normal wear and tear. At this rate my husband will be sitting on the floor.

  Business response

  07/22/2023

  The business has responded to the complaint however has requested that their response not be published.

  Customer response

  07/26/2023

  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.  There is NO offer.  They do not stand by their sale.   We have only had this couch for months and we feel the cushion should not already be flattened.  We understand that with wear and tear and weight, the cushion would eventually do this but not this soon.  We have other furniture which my husband sits on daily and this did not happen.  I believe this sofa is not made well and am very unhappy with Ashley.  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. ↩