ComplaintsforWellsville Carpet Town Inc

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 21, 2021, I ordered a couch and a love seat from Ashley Furniture. The total cost was $2,936.24. The couch was received in November of 2021 and the love seat was received in February of 2022. Since receiving the furniture, we have had to schedule numerous repairs. The first repair was August of 2022. There was a second repair in November of 2022. In January of 2023 the furniture once again repaired. After much last-minute rescheduling on the part of the repair company and much time taken off of work by my husband and I to be available for those repairs and reschedules, the third repair was done in April of 2023. During this time the repair representative found other issues that needed to be addressed which would have required an additional service call. At this point I felt that after this many service calls and issue that continuously repairing this low-quality furniture was unacceptable. I then spoke with a representative to voice my concerns and was once again told I needed to set up a service appointment but this time to have the furniture brought to the warehouse for the repairs. I told the representative that I felt I have given this company more than enough chances to perform repairs on the furniture and at this point I needed a better resolution. I asked for the possibility of an exchange or store credit and the representative said they could not offer this to me. I am not interested in wasting anymore time and effort in repairs on furniture that will most likely continue to keep breaking. Obviously, the number of repairs that have been needed on this furniture over this short of a period of time have been extreme and I think there needs to be a better solution.

  Business response

  07/22/2023

  The business has responded to the complaint however has requested that their response not be published.

  Customer response

  07/29/2023

  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

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original transaction 8/2/21 purchased couch, loveseat and oversized chair (living room set) cost $2642.58 at this point furniture was delayed due to inventory, Furniture scheduled to be delivered in July 22. Delivery was to be done in AM throughout the day postponed due to truck breaking down, they got to house around 7pm, delivery guys were frustrated due to bad day, They said furniture would not fit in the door ways this became a major problem and multiple calls happened with delivery team and store managers they wanted waivers signed but I refused after time they were instructed to bring furniture in after they brought it in with attitudes there was damage to the love seat, I the refused shipment the delivery team at that point made threats to be jumped in my face and had to be taken out of house by other guy the police had to be called to get them to do what they were told (there was a police report )there continued be threats made against me and my family . The delivery team removed furniture and left in driveway refused to take it police made them take it. Eventfully the store district manager , had the same furniture brought back the next day to use until our new came in, 10 months went buy with no word, i called last week said nothing was ordered and all managers are different now. I was then told on May 5 (same day I complained) furniture was ordered 45 minutes later received notice furniture was received in warehouse. I have asked to speak to supervisor no one would transfer me, let 2 messages for store manager (Lisa) no call. I don't want anything to due with this reliving the experience multiple times was very upsetting, I don't want to risk another experience like that again, I don't like being lied to, If I wouldn't have made calls nothing would have been done, lost all faith in and respect for the company, completely unprofessionally handled. In July of 21, I was willing to give them a chance to do damage control, but now this 2023 this is just a game.

  Business response

  05/13/2023

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a $3,000+ leather couch and loveseat about a year and a half ago. Delivery time was frustrating. We kept receiving texts saying it would be here soon, and it was not. Five months later, we finally received the couch and loveseat. Here we are, over year later, and the leather has significant peeling in multiple places. It looks terrible. This is the most money we have ever spent on furniture, so we have taken great care of the couch. There is no reason for its terrible condition. Since we have frequent military moves, and the extended warranty is only good at the store it was purchased from, we had not purchased the extended warranty. The company will not do anything about the couch, since it is beyond the one year manufacturer's warranty.

  Customer response

  05/03/2023

  Originally, we purchased the extended warranty, as the picture of Sales Order #******** shows. Then, later we opted out of the extended warranty when we discovered that the warranty was only good at the local store, which does not work for military families frequent moves.

  Business response

  05/13/2023

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

  Customer response

  05/16/2023

  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 has been no neglect on my part. Additionally, this leather wear is on the seat, which is not in a place that receives skin contact. Finally, your extended warranty does not help me, as it is only honored at the store it was purchased at, and our military family moves every 2-4 years. This “quality” couch should not have this problem. Period.  Regards,  ********* *******  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa, ottoman and recliner from Ashley furniture April 24, 2021 with the warranty they offer. I was advised delivery would be 6-8 weeks out, we agreed, it wasn’t delivered until August . We were told they would comp us for the inconvenience but they never did. Then I attempted to file a claim with the warranty because the threading around the couch and recliner started to come loose, I could not file it because the name and address that came up under my sales receipt was another person and a different address. I called the warranty, they said that’s how Ashley inputted it and they couldn’t make any changes. I called Ashley and they said they can’t do anything to correct it since it showed my name and address. Months later I attempted another claim to use to clean my couch, again the wrong info is in there, I called warranty, they said they can’t make the change Ashley needs to, I called Ashley, they said it shows correctly for them, nothing can be done. Months after that, in the back part of our recliner, 2 staples fell out and now the wood separated and is loose, I tried to put through the warranty, again wrong name and address, I called both, nothing can be done for me and it’s not covered under the warranty. Ashley advised they can send me the part for free but I’d pay for labor, I don’t need 2 staples, I want this recliner replaced at this point, the threading came undone, the back snapped, all within 18 months of owning this newly purchased chair. I spoke with Cars in corporate who said she can’t do anything more, and there’s no one above her, she’s the top. So I am writing to file a complaint for selling poorly built furniture and for fraud with the warranty. They took my money for it, can be used as many times as possible, but I can’t use it because Ashley put in the wrong info for my sales receipt and I cannot use it for anything!

  Business response

  05/18/2023

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dining room set back in 2021 from Ashley Furniture in Henrietta. The dining room table had a couple spots on the top that the veneer started to peel off. The protection plan we purchased through Ashley for the dining room set, which covers for 5 years stated that was one of the areas covered. We called company and filed a claim. A few weeks later a technician came and checked out table. Technician told me he sees this problem with veneer peeling off all the time. He would submit report and the company should replace the whole table top. He even recommended I go out and buy my own clear protection coating once the table was replaced because the company doesn’t put enough of their own on. I questioned this because I was under the impression doing stuff like that would void warranty. This was in February 2023. A few weeks in April, after not hearing from the company about my table I called to ask when my table was being fixed or replaced. To my surprise was told my claim was denied, and I was sent an email stating this. I explained I never received any emails from them, and the guy began to argue that an email was sent. I requested an email be sent to me again. I then asked to speak to someone else about this denial. I was placed on hold for a long period of time so I finally hung up. I went to Ashley store to get help resolving this issue, and was told by the regional manager they would help resubmit a claim. Later a person from the Ashley warranty department said since we were past the year they would charge us to send a technician out to look at our table. They would not help us with dealing with the company we purchased our 5 year protection plan through even though it was purchased through Ashley because it’s a third party. We are paying for a protection plan and we can’t even use it. Instead of helping us with the company, Ashley is trying to get more money out of us. I have pictures and emails that won’t upload here I am willing to share.

  Business response

  05/13/2023

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

  Customer response

  05/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, **** ******  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bedroom set from Ashley Furniture the ****** set on March 13, 2022.The set was delivered on November 5th,2022. On December 17th, 2022 I made a claim because 3 drawers broke at the exactly same place; They sent a technician on April 20, 2023 and it was deemed unfixable!! It was offered a different replacement for the dresser which would NOT match my whole set!! Ashley furniture Website has the dresser available but they claim that they are not affiliated to them???? Aren't they the same store?? I would like my money for the dresser credit in my account so I can purchase another one from the site.

  Business response

  05/13/2023

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

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/21/22 My husband and I purchased a new sectional sofa from Ashley Homestore for $3,314.46. My sales order number is ********. This included the platinum ultra premium protection 5 year warranty. Approximately 3 months after receiving the furniture the material starting ripping away from the cushions and continued deteriorating rapidly. The furniture is only used approximately two hours (some days not at all) an evening as my husband and I work long hours. When I purchased the sectional the salesman (who stated he just started the job) said the platinum protection would cover any defect "bumper to bumper" for 5 years no matter the cause. Which indeed was false advertising as this was not the case at all! I proceeded to call Ashley's warranty number to explain my situation and the woman said that the warranty does not cover pilling. It only covers accidentals. I explained to her that this is not "normal" pilling. In fact every fiber on most every surface is ripping away from the cushion. As of right now my less than eight month old couch looks like it's more than ten years old. I have never seen sofa fabric do this in such a short amount of time. I also explained to her that I was not given any of this warranty information upon purchasing my new sectional. As I stated above, the salesman completely lied when he said the extended warranty covered anything that was wrong (100%) for up to 5 years! The woman in the warranty department explained that it was the warranty companies (Platinum Warranty Services) job to mail me a packet containing all of the warranty information. I indeed never received any paperwork from this company explaining the terms of the "premium" furniture protection plan. I also filed a claim with Platinum Warranty Services and my claim was denied stating that "pilling and fraying" were normal and not accidental. What is happening to my furniture is indeed not "normal"!! My husband and I were so excited to have saved up to buy new furniture only to have it look even older than the furniture we had previously. Ashley promised us that when we bought the extended premium warranty they'd help keep our furniture like new. They sold us a terrible warranty company as well as defective fabric on the furniture. I'd like to ask for a full refund or a replacement of cushions.

  Business response

  05/18/2023

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In February we went to Ashley furniture after having a bad experience at another furniture retailer. We had chosen a sectional at another retailer and decided to purchase it from Ashley we were given a 7 to 21 day delivery window. The day of delivery the drivers were too busy arguing about how to move the sectional into the elevator rather than talking it through and figuring it out. We were then told we needed to come in for a reselection we found another sectional that was pointed out to us after two additional trips to the store and we voiced our concern about delivery windows. We told them about an experience at another retailer where we purchased furniture 5 months before we needed to accept delivery and the day of delivery we were told that the window was going to be pushed out again and they assured us we would not experience that. After reselecting we were given another 7 to 21 day delivery window. Yesterday I was told that it would be another week or two and then this morning I received a call telling me that it's going to be another few weeks. I was informed that they can't even begin to schedule delivery until May 16th. At this point we have gone to the store several times and we feel like we're just back in the original nightmare we experienced with another furniture retailer. We did open a credit card so it would be beneficial for both of us to continue with Ashley furniture however, now we're out time that we had to take off of work we're going to have to do it again. After contacting customer service I was put on hold each time that I called so now I'm filing a dispute with the better Business bureau because at this point if we're going to continue with Ashley I need something for my time all the time that has been lost. I would feel better about accepting delivery if I wasn't still paying the full price and being left with a headache. My order number is ******** the location is **** plaza boulevard mentor Ohio 44060.

  Business response

  04/12/2023

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

  Customer response

  04/13/2023

  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. We have 2 elevators in the building one smaller and a larger one. The discount was a price match from a competitor so technically not a discount. Had you been given the entire photo you would also have seen the bottom end of the sectional was not wrapped which is the end sitting on the ground outside. I was charged the delivery fee due to accepting a rug I could have brought home myself. Everyone in store was amazing and great so I can't understand how this delivery went a different direction. The price match brought the furniture down from a 60% markup that was seen on almost everything in store.  Regards, **** ***************

  Business response

  04/13/2023

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

  Customer response

  04/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this answer did not fully address some statements. I am curious why someone would accept a sectional after seeing the lower end of the L unwrapped and being slid on the ground. We have cameras that record every event, not just what we want others to see. I recieved measurements of both elevators before deciding on furniture. Miraculously our neighbor is who turned us on to the **** collection since furniture warehouse delivered the exact sectional to the unit directly across the hall. Based on the bully type response I was given I can see customer service is not a strong suit. At no point was I rude or condescending yet that is evident in the response I recieved. At this point you have responded in a argumentative way so I will take another avenue in further responding.  Regards, **** ***************

  Customer response

  04/21/2023

  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. BBB spoke to the customer and the following was relayed:We chose our reselection based off what they said was readily available and we would not have to wait another 21 days. Now they are saying they will not be able to deliver until at least May 16th.  Regards, **** ***************

  Business response

  05/13/2023

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

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a couch in store on 2/12. It was scheduled for delivery on the 18th. The couch was delivered and I noticed on Tuesday that the one of the seams at the back of couch was undone. I contacted the store via phone on the 22nd, that department wasn't in. I followed up via messaging on the 22nd. I sent several images on the 22nd. Ashley Furniture suggested a technician would come out to fix the couch, which was agreeable after I requested a replacement couch due to the timing. In-between my follow up, their service department contacted me on 3/2 via phone and provided 2 limited, open timeframes for a technician to come. Due to my new position which is NOT remote, these offerings were not acceptable. Ashley Furniture state that they would sent the request to US quality for better availability offerings. I followed up 3/8 and was informed they would contact me by the end of the week. No communication has been received the week of 3/13, 3/20 or currently.

  Business response

  04/11/2023

  This letter is in response to the above-referenced complaint filed by Mrs. ******* concerning the merchandise she had purchased at our Ashley Furniture HomeStore in Brooklyn, OH.   Upon reviewing the complaint, I do see we have consistently attempted to uphold and honor the manufacturer's warranty.  And while I understand that technician appointments can be difficult to manage while working, however her lack of availability isn’t a reflection on our offers to honor the repair.  We did offer an alternative third-party technician service as another option which Ms. ******* accepted, and I do see she is scheduled for repair on April 28th with US Quality Furniture Services. 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

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Overcharge of $216.06 refunded back to my Ashley credit card. The main manager Alex, stated he would not charge me delivery fee. This was the third attempt of incorrect order on his part. I asked him if I needed to go back to the store and sign for purchase. He stated “no, he is authorized to correct” and sent a pdf on second attempt. The 3rd time, which he stated it would be corrected but could NOT send me a copy was not correct and has billed my credit card. He also told me I had to purchase 5 pieces when I only needed 3 (he said I could throw away or do whatever) no- I’m not buying what I don’t need? Who does this? Unprofessional, time consuming and incorrect billing all needs to please be addressed. I have the pdf, the texts screenshots of multiple times calling- this upload will not take (over limit accepted)

  Business response

  03/24/2023

  This letter is in response to the above referenced complaint by Mrs. ****** concerning her purchase from our Henrietta, NY location. I am so sincerely sorry for Mrs. *******s experience and frustration.  I did reach out to the GM if the store and they did confirm the Delivery Fee should have been refunded.  I did process the refund to their ** account in the amount of $215.99.  This may take one to two billing cycles to reflect. We are so sorry for the delay and the error. 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 

  Customer response

  03/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  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. ↩