ComplaintsforAshley HomeStore Fairborn

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/26/2024 I went to Ashley Furniture Homestore on Colerain to browse furniture. My wife and I found a couch we liked and asked about pricing and delivery etc. We were told the price and that the delivery would be conducted that following Saturday on June 1st 2024. The sales person, ****, processed the order and confirmed delivery date with my wife and I and we agreed to the delivery date of June 1st. We then paid for the item, in full. AFTER leaving the store we were informed that the couch was NO LONGER AVAILABLE. **** said she would call us in a couple of days as soon as she was able to figure out what was going on. After several days of getting no phone call from **** I requested a cancellation of the order because the item was now showing as Sold Out and unavailable. Customer Service emailed me back saying they are sending a cancellation request to the store and they would handle the cancel and any refunds due. I was then told by **** that they are not going to process the cancellation. The couch is still not available and I still do not have a refund. I was sold goods under false pretenses. I was given verbal confirmation that the couch was available and would be delivered by the 1st of June and the company is now in breach of contract.

  Business response

  07/24/2024

  Morris Home Furniture has reviewed the customer’s complaint and can confirm that this order has been voided and $802.03 was refunded back to the original form of payment method as of 6/20/2024.
  
  

  Customer response

  07/25/2024

  
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased an order from Ashley’s around March 26th. We were told the order would be delivered within three weeks. This order was well over $5,000. The three weeks came and heard nothing from the store. Had to call to find out the status. They told us it was late and would contact us once it’s in. 11 weeks went by and still nothing. Finally it arrived to the store and we received zero contact from the store to let us know. We only found out thru the online tracker. Took 11 weeks instead of the 3 weeks we were promised and guaranteed. When attempted to schedule delivery they wanted us to wait another week because they don’t come to our area until a certain day of the week. They’ve made us wait over 8 weeks then the promised 3 weeks and now they wanna make us wait another week instead of making an exception and finally providing the service we paid a lot of money for? It doesn’t make any sense and it’s absolutely a horrible business practice. Talking with them has gotten us absolutely no where.

  Business response

  06/05/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that these items were picked up as of 6/1/2024.
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch in 2020. I was fraudulently sold a warranty by the salesman that I was told (in front of 3 witnesses) that would cover ALL damages to the couch with the exception of animal damage. When I attempted to have the couch repaired, I contacted the warranty company and was advised the warranty only covered staining. I have been trying to work with Ashley to get this resolved for over 6 months now. They sent out the repair company to see what was wrong with the couch and they provided an estimate. Ashley refuses to pay for the repairs as the couch is outside of the one year warranty. Even though I was fraudulently sold this warranty through Ashley. This has been a nightmare.

  Business response

  06/05/2024

  Morris Home Furniture has reviewed the customer’s complaint, and can confirm that we've sent out a technician as a curtesy with agreeance that the customer would pay for parts since the product is outside of the manufacturers 1 year warranty. We've spoken with our customer today and have started the process of cancelling the extended protection  plan that was purchased, per our customers request. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The Ashley outlet store on Brice Road in Columbus is running a scam. I was told if I purchased a certain amount I would be entitled to a discount. Upon review, Ashley charged me for the discount in the gross sales before discounting it in the sub total. Meaning I received absolutely no discount. I highly recommend nobody shop at this Ashley outlet store. Ashley‘s corporate office did absolutely nothing to rectify this scam. Be warned!

  Business response

  06/05/2024

  Morris Home Furniture has reviewed the customer’s complaint, and can confirm that we've spoken to our customer regarding the GIFT W/$2999.99 TO $3998.99 promotion that was being offered at that time.

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Ashley Home Furniture did not reach out to me for any kind of settlement. As usual, they are lying. The only time we have spoken is when I initiated the call in the beginning concerning the claim. They offered nothing to remedy this issue which is why I filed a complaint with the BBB. This goes to show you the incompetence of Ashley Home Ever Furniture, and their attempts to take advantage of customers. This needs to be addressed because they cannot continue to do this to their customers.
  
  Sincerely,
  
  *** *********

  Business response

  06/29/2024

  Morris Home Furniture has reviewed the customer’s complaint, since this promotion was offered at the time of purchase the customer would need to either visit or contact the store location so that this promotion can be honored.

  Customer response

  07/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  until Ashley home furniture honors their end of the promotion, I do not trust their response “since this promotion was offered at the time of purchase the customer would need to either visit or contact the store location so that this promotion can be honored.” I have attempted to contact the store and was treated very badly and that is why I filed this complaint. They offered no resolution at that time. So until they honor their end, I will not except their response. 
  I will attempt to communicate with the store again..

  Sincerely,
  
  *** *********

  Business response

  07/10/2024

  Morris Home Furniture has reviewed the customer’s response, we have spoken with our customer and refunded back $322.50 back to the original form of payment method.

  Customer response

  07/10/2024

  
  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 so long as the agreement is fulfilled. 
  
  Sincerely,
  
  *** *********

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In February 2024, we bought furniture at Ashley in Mason, Ohio. We bought end tables, bed and pillows. We received the bed but was missing a decorative piece on the foot board frame. We reached out to the store for replacement. In addition, we never received one of the end tables and only received 3 out of 4 pillows. After repeated attempts and 2 trips to the store, (1 hour away), we were given excuses as to why the order was incomplete. During that time, our wonderful sales lady was fired, for other reasons, and our case was handed over to ***** ******, the store MPP manager. As of April 2024, we still have not received our original order, however, we did get reimbursed for the end table. The missing bedframe piece and pillow are still missing resulting in us having to cancel all of it because of the incompetency of ***** and the staff at Ashley. ***** was given pictures and a statement from us for the issues on two occasions which she clearly did not pass on to her constitutes at Morris furniture to the point where Morris had to reach out to us for ADDITIONAL information that Ms. ****** had already had. There is a complete disconnect between Ashley and Morris furniture. Their delivery was horrible! Drivers delivered the furniture high on marijuana that could be smelled as soon as they came into our home. ***** and her staff have poor customer service skills and extreme lack of leadership qualities that should seriously be reviewed by senior staff. Ms. ****** should be fired and staff placed on review and given more training.

  Business response

  05/08/2024

  Morris Home Furniture has reviewed the customer’s response. We can confirm that parts are on order as of 4/25/24 for the footboard with an estimated time of arrival to be 7-21 business days. Once this customer has received these parts then we will be able to schedule a service for one of our third party repair companies to install this part.

  Customer response

  05/30/2024

  Resolved.

  Thank you for following up.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/3/24, I purchased a 3 piece living room set. This set included sofa, loveseat and chair. The sofa and loveseat were the floor displays. The chair needed to be ordered. I was told that the set would be delivered on 3/14. This delivery was not made and was then pushed back to 3/26. My husband and I then called and we were told that we would not receive our order until May. We went to the store and Chelsey, the store manager, stated the "office" did not understand that the sofa and loveseat were in the back storeroom of the store. She set up delivery for those pieces for 4/1. She later talked to my husband and stated that she could guarantee delivery on 4/4 because they "have an instore delivery team" who would deliver 4/4 and we would receive a call on 4/3 with a window of time for delivery. On 4/3, we talked to ******* who said she did not know the exact time but still guaranteed delivery. On 4/4 at 9:00am, ******* called and said that there would be no delivery today but delivery would be made on 4/9 because the "corporate" truck only picks up on Mondays. While on the phone, the garbage men were picking up our old furniture. I requested a refund as there have been multiple delays and stories about the furniture and delivery. I was told a refund was not possible because it is a liquidation sale and all sales are final. I then reached our to Ashely Customer Care and was told by Sage that a refund was possible but because of the amount she could not complete it for me. She stated the store manager would have to authorize the refund. I explained that ******* had denied it. Sage stated she would reach out to District Manager. ****, the Area Sales Manager, refused my request for a refund despite Customer Care telling me it was possible. He offered a gift card as compensation. This encounter has been so disturbing I will never buy from Ashley again and a gift card is not adequate. I want a full refund. At this point, we have no furniture but a rocking chair.

  Business response

  04/20/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that this product has been delivered to our customers home as of 4/9/2024, also a refund of $214.52 has been refunded back to the original form of payment method for these  inconveniences. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased furniture from the store and sales associate was advised we do not want any items that are on backorder and she advised all items would ship in 3-5 business days from the date of purchased, all items we purchased are on back order and some are even discontinued, we cannot get customer service to help us as they keep stating that they have no record of our order on file, not my order number or my cell phone. They have processed our payment of $5604.51 but cannot give us any information on our products nor the discontinued items. Nothing has been provided to us and their corporate office will not answer their phones.

  Business response

  04/13/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that order #0325437AU63 has been voided as of 4/5/24 and 5,604.51 has been refunded back to the original form of payment method. 

  Customer response

  04/15/2024

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa and recliner from Ashley Furniture in May 2021 along with an extended 5 year warranty. A recall was issued for the furniture for a defective cup holder for both pieces. That defect caused the electrical system in my sofa to short circuit and die at the beginning of February, 2024. I contacted Ashley to fix the sofa, and they told me they would send a technician, who then informed me the electrical failure was a result of the recall, so I would have to contact Ashley to get the repair parts, which they sent to me a few weeks later. Another technician came out and installed the new cup holders, but said the sofa needs a new foot rest motor and a transformer. So I called Ashley again to inform them, and they referred me to the warranty company, GVS, to resolve the issue. The warranty company told me the issue was due to faulty manufacturer parts, and referred me back to Ashley for service. Ashley furniture has given me the runaround now for the last few weeks regarding this, sometimes telling me they will take responsibility, and others saying they won’t, and attempting to charge me for the repair parts along with the repair job. My sofa has now been broken down for nearly 2 months, as I have attempted to get it fixed by a company that has no interest in accepting responsibility for their defective product, nor honoring a warranty I purchased in good faith. I feel as if I’ve been lied to and inconvenienced beyond a reasonable time for repair. I no longer trust Ashley Furniture to honor their word when they tell they will fix it now. I’m asking for Ashley to be held accountable for a prompt repair of my sofa.

  Business response

  04/13/2024

  Morris Home Furniture has reviewed the customer’s response. We can confirm that the necessary parts for this repair have been ordered and delivered to our customers home. Customer is scheduled with our third party repair company, Saw Enterprises for installation 4/16/2024.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashley furniture. I ordered a new sectional couch, power recliner and ottoman 8/2022. Furniture was delivered 9/27/22. As the delivery guys brought the pieces into my house, I noticed the back frame was broken on one of the sectional pieces. I then sat in the recliner to recline where the underneath mechanics made a loud popping noise whenever you’d hit the button to recline. The delivery guys immediately called Ashley furniture to report it and we’re told new furniture would be delivered in 4-7 weeks to replace the broken pieces. 4-7 came and went and still no furniture. I began calling Ashley for updates and was told every time to be patient. Fast forward to June 2023, I called for an update and was told due to the timeline they weren’t sending me new furniture, but instead was sending their 3rd party company out to repair the furniture. I repeatedly told them that the furniture was delivered to me broken and wasn’t going to except the repair on furniture that I paid full price for. I am beyond disappointed with them. The repair people will be here today 7/12/2023 to repair the furniture. This is the worst customer service ever. The repair guy came to my house today. He is able to replace the mechanism in the recliner. The broken couch frame: stated that the couch would need to be unupholstered, wood replace and then reupholstered. I paid full price for this furniture and unhappy with these results considering Ashley told me the day of delivery that new furniture would be delivered in 4-7 weeks. Me as the customer is being punished because Ashley dropped the ball. He only way I am accepting these repairs without out taking any legal action, is if some of the money is refunded or I am given some type of store credit.

  Business response

  04/03/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that the day of delivery there weren't any damages reported, only reports were that the configuration was incorrect. Items were delivered 9/27/2023 and a service was opened for damages 6/23/2024, which is 9 months after delivery. Before service was performed, the customer reached back out to customer care to inquire about compensation to keep the items as is in the home. The customer was refunded back a total of $400 to the original form of payment method as of 9/21/2024 to keep the items as is in the home.

  Customer response

  04/24/2024

  This still has not been resolved. They delivered my brand new furniture broken. Wouldn’t send me out a new couch and recliner but instead sent out their 3rd repair service. I’ve not heard anything in months since the repair guy came to my house. 

  Business response

  05/06/2024

  Morris Home Furniture has reviewed the customer’s response. We can confirm by our telephone recordings, our customer reached out via phone 7/13/2023 and voiced complaints and chose to accept compensation to keep these items as is in home which voided any possible exchange or service.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a couch from Ashley furniture in Mason Ohio June 21 of 2023. Very soon after I started noticing the quality of the cushions and it just started looking old. The pilling on the couch is absolutely terrible on every single cushion. I contacted the warranty department in October and started a process. They sent someone out and the person agreed that the couch should not look the way it does after such a short period and put in the request to have the couch replaced. Since then I have gone back-and-forth with Morris support, sending over 100 emails back-and-forth with photos of the couch they were requesting. After January they told me that the company was not willing to replace the couch and they were waiting to see what they were willing to do. I sent multiple emails asking on a status update with no response or a very short nasty response. I sent another email today asking for status update and was told that they were not going to do anything and asked me if I had dogs?. This has been the worst treatment I have had ever from a company. Their customer service skills, and the people that work for them are atrocious and rude and unhelpful. I have done everything they’ve asked and have been communicating and sending emails and pictures to them since October. I am still paying on a couch that I bought June 21 and by October it looked awful. This is awful and unacceptable and I need something done.

  Business response

  03/27/2024

  Morris Home Furniture has reviewed the customer’s complaint. We can confirm that our customer has been approved for a reselection as of 3/24/204. Since then, the customer has visited our store location and picked out new product with an eta of mid May. Once these items are available we will contact our customer to have these items exchanged. 

  Customer response

  03/27/2024

  
  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.
  
  Sincerely,
  
  ******** *******

*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. ↩