ComplaintsforAshley HomeStore Fairborn

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/2/2023, we purchased a mattress at Ashley HomeStore Mason, Ohio after spending a lot of time trying several different brands and firmness’s. The mattress was delivered to us the following Tuesday. After only 1 night, we both felt that it was not the same mattress. It was much softer and was sinking in the center. We went back to the store the very next day and told our salesperson that we were unhappy and wanted to return it. We were within our 3 days to cancel the transaction and return. He told us not to worry that we could still return it as he wanted to have Customer Care look at it. We were told to expect a response within 48 hours and assured they would make this right. It took almost 2 weeks.. During this time we went back into the store. Another salesperson and our original salesperson assured us that if we were not satisfied, we could cancel the order and get our money back. When the service person from Customer Care finally came, he was at our house only 5 minutes. 10 days went by without a word. We went back to the store and were told that Customer Care said mattress was fine. We told our salesperson that we were extremely unhappy; our issue with the mattress had not been addressed, so we wanted to return the mattress and get a refund. The salesperson agreed and started the refund but then asked his manager if she would process it and complete the refund. She began the process. While waiting, the salesperson said he should check to see how the mattress would be picked up before the refund was completely processed. He promised to get back to us the next day. 3 days later he emailed us that “Corporate” wouldn't refund us but said we could pick out another mattress. We do not want another mattress from them. This is not acceptable and we feel that we have been lied to, they took our 3 day right to return away and the sales practices were deceptive. He agreed that he told us many times we could return the mattress, but “Corporate won’t let me.”

  Business response

  01/12/2024

  Morris Home Furniture has reviewed the customer’s complaint. We are able to confirm that we are actively working with our bedding manager and our customer on return or reselection options.

  Customer response

  01/22/2024

  I heard from Morris/Ashley this past Saturday.  They still deny a refund. They don't put any weight to the fact that their employee, ****** ******, told us multiple times that we could get a refund. Their employees are the face of Morris/Ashley that the public sees. We feel we were deceived. Also, what happened to the 3 day right to cancel?

  Business response

  01/25/2024

  Morris Home Furniture has reviewed the customer’s response. We have partnered with all necessary departments regarding the request for a return for this mattress, and as it appears the request has been denied. Per policy all bedding including Mattress foundations, frames and adjustable powerbases cannot be returned. A service was entered 11/9/2023 and was deemed up to standards by our 3rd party repair company, USQ. The customer qualifies for a reselection under our Sleep Guarantee , an this has been offered and the customer has declined.

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because as i said in my message this past Monday, they don't put any weight to the fact that their employee, ****** ******, told us multiple times that we could get a refund. Respondent told us that she had never verbally spoken with ******.  The point is that their employee deceived us multiple times. Their employees are the face of Morris/Ashley that the public sees. We feel we were deceived. Also, what happened to the 3 day right to cancel?
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased the colleyville 6 piece reclining sectional on 11/2023. Process was easy and smooth, at first. Furniture was in stock, and delivered a week later. Within 20 mins of delivery noticed damage to two pieces, took pictures and contacted our sales person. Within 24 hrs noticed damage to a third piece, notified sales person. Sales person said customer service would reach out. Customer service didn’t reach out within 3 days. We felt the quality was terrible and decide we didn’t want the furniture. Let the sales rep know, they offered a re select. We decided to go into the store within 3 days of furniture being delivered. We selected new furniture that was more expensive. The sales rep said we’re gonna leave the other furniture in your home until the new comes. We were a little taken back by that, told them we weren’t comfortable with that because we have children and animals, and didn’t want to be held responsible for said furniture. Sales rep assured us it was fine gave us an estimated delivery of 12-20-2023. So why the furniture we didn’t want was in the home one of our dogs put a hole in the head cushion of one of the recliners that came damaged from warehouse originally. Instantly contacted the sales rep and told them, she said no problem we’ll take care of it. Told her to come get the furniture then heard nothing else. Got ahold of someone at customer service they scheduled a pick up of furniture on 12/30/2023, they showed up and refused to take furniture because the dog damage. After talking to numerous people, they are now saying they will not take this furniture back because the dog damage, and it should have been removed from the home immediately following the original damage from delivery being reported. So because the store didn’t do their jobs correctly they’re saying we’re stuck with this damaged from the factory furniture and that we would have to use our warranty we purchased to have it repaired.

  Business response

  01/08/2024

  Morris Home Furnishings has reviewed the customer’s complaint. We have spoken with our customer regarding this, and are actively working with our delivery department and the store location for options pertaining to a return of the items. 

  Customer response

  02/16/2024

  After numerous conversations and emails we were able to reach a resolution. It wasn’t the resolution I had hoped for, but my wife and I were tired of the back and forth. The damage was to be repaired, so I sent pictures, again, of the damage and product tags. When repair man came out to repair, said all the parts were not ordered and the parts that we did have were not the correct ones. Also part of the resolution was to refund some money, still haven’t seen said refund on our account. They were also suppose to release the hold on the price difference of the reselect furniture we cancelled. The hold is still on the account. Wife called and wanted a confirmation email of the refund and hold being released, they said the best they could do was a screen shot. We contacted the card company we used to pay for the furniture, they stated if they refunded any money or released the hold it would have reflected within 7-10 business days. Ashley is saying it could take 2-3 billing cycles to see the changes. We’ve also been dealing with this said issue since 11/23 when our original furniture we bought was delivered to our home with multiple pieces being damaged. They’ve been confronted on many lies, we have video and text proof of some of the things they were saying took place, which didn’t. Also during the process of trying to come to a resolution, they were trying to make us do things I didn’t think were fair and stating they were policies. I couldn’t find anything in their site or our original paperwork stating these policies. When I asked for email literature on these policies they kept saying I’ll have to see if I can find it, I never received anything. I just feel at this point some things are being done with ill intent. I’ve also yet to speak to a manager or supervisor with customer care on this issue. They refuse to take this furniture back and give us a refund, they refuse replace one piece of the sectional that had the most damage, they agree to repair it and don’t even order the right parts or all the parts to repair it. So now we have to do the process all over again. The repair company they use is third party so we have to contact customer service again to do it all over. At this point 4 months in, we’re getting very frustrated that we can’t get something accomplished, we have a reclining sectional and the damage of the one is causing it to become almost to the point of no return because it’s missing the back zipper and causing the fabric to slide forward and become loose.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/28/2023 I purchased Stationary Sofa product 249744278 for $498.00 with my Ashley credit card to be delivered on or about 10/15/2023. When item was received and packing removed 10/18/2023 it was noticed that it was damaged. I called the company and the financing company to make them aware of the damage. I received an email from Roger Mays requesting photos of the damage. After him receiving the photos he sent me an email confirming the damage and a replacement. I was then notified that the exchange would take place after 11/01/2023. Since we had to wait we covered the sofa and sealed it so it wouldn't get damaged, there was no sense on bringing it in since we weren't keeping a damaged sofa. I had to cancel the first delivery due to having covid. When the drivers showed up at the next delivery date they lied and told customer service rep that the sofa had water damage and had been sitting in the yard. I admitted that the sofa had been outside waiting the exchange but was completely covered and sealed up and they should send someone else to look at it because the delivery driver wasn't being truthful about it having water damage. I contacted Synchrany Bank again and told them, and was advised to start a dispute. After all this the bank sided with the furniture company even though they contradicted themselves about the request for photos not being sent. II have since reopened a dispute with them. How can I be expected to pay for a damaged sofa? They are the ones who took so long to replace it and wouldn't send someone to confirm that it hadn't received additional damages as stated by the driver. A company shouldn't be permitted to rip people off like this. I have the paper work that was sent to Synchrony and there are a couple of times that they contradict themselves. Was I mad? Heck yes I was, still am. If you need any copies of the papers let me know and I will try to fax them after marking where the contradictions occur.

  Business response

  01/08/2024

  Morris Home Furniture has reviewed the customer’s complaint. We are able to confirm that an exchange was approved not knowing the product was left outside in the elements. Product appears to be leather, and regardless if covered or not, the temperature and moisture would damage the piece further. Our policy indicates that it must remain free of additional damage to be eligible for an EEX.

  Customer response

  01/08/2024

  
  Complaint: ********
  
  I am rejecting this response because photos show no water damage.
  
  Sincerely,
  
  ***** ***********

  Business response

  01/12/2024

  Morris Home Furnishings has reviewed the customer’s response. We are able to confirm with our delivery department and team that items were solid and smelled of mildew. Per policy all items must remain free of any and all additional damages.

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: they provided false information. I have tried numerous time to send additional pictures showing that there is no moisture damage, nor is there any smell. Your site isn't working properly and the delivery team is giving incorrect information!!!!  Here are the additional pictures, do I need to get signed affidavits from the management and other residents here at Carousel Court stating that there is no musty srell or moisture damage? There is no damage other than the damage I originally reported when delivered.
  
  Sincerely,
  
  ***** ***********

  Business response

  01/22/2024

  Morris Home Furniture has reviewed the customer’s complaint. The photos that were provided from our customer reflects the item being in the home. We will attach a photo that was provided by our delivery department reflecting how this item was stored. Since this item was stored outside, this has been exposed to numerous amounts of natural elements. At this time Morris will not be offering an exchange for this product.

  Customer response

  01/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: As stated before, the sofa was sealed up while outside and was not damaged by moisture, no water damage, no mold, no mildew or mildew smell. We moved it in the house because of winter and awaiting the results of complaint. Ashley Morris knows that they are wrong. I asked them to send someone to view the sofa to prove no other damages, but they chose to ignore me and take the word of the delivery driver who apparently was NOT truthful and assumed there to be moisture damage.
  
  Sincerely,
  
  ***** ***********

  Business response

  02/01/2024

  Morris Home Furnishings has reviewed the customer’s complaint. We can confirm our customers order date on 9/28/2023 of a Stationary Sofa and two Power Lift Recliners. Delivery date of 10/18/2023 with the purchase of Threshold delivery, which doesn't include assembly only delivery to room of choice. We have attached a photo from the original delivery reflecting the recliners being delivered in boxes inside the customers home and the sofa being delivered outside with the directive from the customer. Customer reached out via email the day of delivery 10/18/2023 requesting an exchange, due to the Sofa being damaged while the customer was attempting to place the product inside the home. An exchange was approved 10/19/2023 due to the damages, however the photos that were provided by the customer reflected the sofa being outside in the elements. Per policy customer must main all items free of additional damages including stains, rips, tares, burns, pet hair or any smoke damages. At the time of exchange, dated 11/15/2023 we were made aware by our delivery team that the items were stored outside in the elements for 28 days. Attaching photos that were provided by our delivery team the day of the exchange, which does show the sofa partially covered which doesn't protect the product from natural elements. We have attempted to contact our customer today 2/1/2024 to offer service with our third party repair company USQ for an initial assessment for a possible repair. 

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: YOU FOLKS JUST DON'T LISTEN AT ALL!!!!!!!!!!!!!!!!!!!! I wasn't the one trying to get the sofa in my home.THE FIRST 2 DELIVERY DRIVERS WERE THE ONES WHO TRIED TO GET IT IN MY HOME!
  
  Sincerely,
  
  ***** ***********

  Business response

  02/05/2024

  Morris Home Furnishings has reviewed the customer’s response. We can confirm that we are actively working with our customer and our third party repair company to have this product assessed.

  Customer response

  02/12/2024

  Yes, Ashley has contacted me to set up an appointment for their repair company to inspect the sofa but, at this point it doesn't resolve anything. I think you are being premature in closing this complaint.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/31/2023, I went into the Morris Store at **** ********* ******* ***** ***** to purchase items for a new home purchase. The initial sales associates were helpful with the order of multiple items, however there were a couple they were not able to order in their system as they said they were Ashley special orders. The manager took down the item numbers and details and gave them to an associate at the Ashley store at **** ****** **** ********* ** *****. The associate I was passed off to was *****. I drove an hour back to the store the next day to finalize the special orders since I had planned to finance the entire order as one. I left the store with the attached purchase agreement, stating the pricing for each item. The prices were the same as what was advertised on the website. One month after we placed the order, I look at the tracking of my items and see that there is a new balance due showing on the base to the hutch we ordered of $536.93. There had been no communication to me as to what this was. After calling the store, the salesperson said she ordered the beds incorrectly and when going back to order the items, it was no longer there. So, she found and exact match to order. Then received a message from accounting stating it was under their margin of sale at that time. I called numerous times, each time being told I'd get a call back. After a week, still no return call or resolution. I left with a purchase order agreement and order in hand, weeks later they increase the sales price, tacked onto the wrong item and tell me it's that or I can cancel the order. I would like my original price agreed to and advertised, not an upcharge after I've left. Terrible customer service. *******, the store manager, refused to call me back for a week and when I finally got him on the phone, he cut me off and spoke over me every time I spoke. Then told me he couldn't talk, saying yet again, I'd get a call back. I'll never order from this company again. Sales tactics scam.

  Business response

  12/27/2023

  Morris Home Furniture has reviewed the customer’s complaint. We can verify that our customer has voided this portion of their order as of 12/14/2023.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a Couch with Chase an Love Seat. I was quoted around 1500 dollars. I bought the furniture, and charged it to Ashley Credit card. The Chase never arrived. I called the store and my salesperson said she made a mistake and the Chase was 800 dollars more. I said no I didn’t want the furniture. She got the price down, and without asking me she added the Chase to my credit card. When we talked I told her it was too much to just pick up the furniture. So the day after Thanksgiving Ashley picked up the furniture. They have not credited back my credit card, and the balance is around 2100 plus. The receipt I signed was for 1531. Now they are telling me it will be 3 to 4 months to credit back the credit card. A the credit card company is saying I have to make a minimum payment even though the whole balance is in dispute. This has been going on for weeks. I want the charges taken off my credit card. Looks like some removed the chase’ now my credit card is showing 1531.85. But again the furniture was returned, because the couch had no end due to the chase never being sent. The store associate admitted her mistake. An I have it in writing through email.

  Business response

  12/13/2023

  Morris Home Furniture has reviewed the customer’s initial complaint. The amount $1531.44 was processed and refunded on 11/24/23 and a credit in the amount of $180.41 was processed and refunded on 12/4/23 totaling the entire sale amount of $1531.85. We have reached out to our accounting department to determine if this refund is able to be expedited back to Synchrony Financing. Please be advised this refund could take a full 2-3 billing cycles before it reflects back to the customers financing account.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a powered reclining loveseat with a 5 year protection plan on 1/12/2020 from Morris Furniture Company. In September of 2023 the powered part of the recliner on one side stopped working. i tried to file a claim (Claim #******* ) through their website but it was an automated system that did not give me an appropriate option. i went back to the store to get some assistance. i finally got the claim filed September 25. i was contacted Oct 5 to schedule an appointment for Oct 26 (3 weeks later). The technician came out and said it didn't work and he would have to order a part that would be should shipped direct to me. when i get the part i would have to call to set up another appointment to have it fixed. it is now Dec 2 and it is still not fixed. i still do not even have the part. i paid Morris for the warranty but the Technician was from AHM Furniture Service LLC. the pamphlet for the protection has for myprotectall.com **** **** *** *** **** ********** ****** ** ***** ************* I want want i paid for. If I'm not going to get that, I would like my money back and to let people know about the poor customer service i received from Morris Furniture Company Sincerely, ******** *******

  Business response

  12/16/2023

  Morris Home Furnishings has reviewed the customer’s complaint. We have reviewed the customers account and can verify that parts are on order for this pieces as of 11/2023 with an expected time frame of 90-120 business days.

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The response time is tooo long.  I have been trying to get this fixed since late September.  it is now the middle of December.  Still not fixed.  Still no part.  not much of a warranty.  Had i known that the service would be this bad,  I never would have purchased this loveseat ( or any other ) from this or any other company.  this loveseat did not last 4 years. I want want my money back.
  
  Sincerely,
  
  ******** *******

  Business response

  12/23/2023

  Morris Home Furnishings has reviewed the customer’s response. We have reached out to the manufacturer directly to gather a eta for this part, and to possibly have this expedited. 

  Customer response

  01/02/2024

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

  Business response

  01/08/2024

  Morris Home Furnishings has reviewed the customer’s response. We are actively working with the manufacturer to have this part expedited. 

  Customer response

  01/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: Ashley HomeStore Fairborn has not fixed the powered loveseat i purchase in a timely manor.  I filed the claim on September 25.  They contacted me on Oct 5 to schedule an appointment for Oct 26 (3 weeks later).  The technician came out and confirmed it was broke and the would have to order a part that would be delivered to me at my home.  It is now 1/10/24.  i still don't have a part and my furniture is still broken.  they have not honored the warranty.  I want my money back
  
  Sincerely,
  
  ******** *******

  Business response

  01/17/2024

  Morris Home Furnishings has reviewed the customer’s response. We can confirm that the BUCKLEY PWR RCL LOVE W/ PHR product number, ********** was delivered 1/6/2020 which is the date the customers 1 years manufacturers warranty began. Our customer then reached out to customer care on 9/25/2023 to report damages to loveseat, which was 3 years and 8 months outside of their manufactures warranty. Since the customer purchased a 5 years manufacturers warranty with Protect All, we referred the customer to Protect All for assistance with filing a claim. After the claim was filed and a service technician visited the home and determined that a parts order was needed, this parts order was then placed on 11/8/2023 here with Morris. This manufacturer has a parts eta of 90-120 business days. As of 1/17/2024 this part has been received into our warehouse and we are actively working with our customer to have this part delivered.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe it was around 2018 – we bought the recliner and couch. Not long after we got it the back seat part was dipping. We put pillows in back but only helped a little. When I called about getting it fixed, they told me they were no longer with the repair team and had got another. It was still under warranty but we couldn’t get it taken care of since we weren’t under the new repair team. We said we would pay them, we just needed it fixed as it is hard on our backs. Both ends were the same. In the past month or so we went to the store, we said we just needed it fixed, we would pay for it. Otherwise the couch is fine and didn’t want to buy a new one. He said he had to go through this woman in the back and after waiting awhile he said she would call us. Never did. He kinda pushed us off because he had other customers. Since that visit, and after calling BBB and receiving this paperwork, we had a death in the family and had to go to PA. That is why I never got to filling this out til now. We just want whatever is wrong fixed so we can sit on it without it being hard on our backs. He found our purchase in the computer under our phone no. Thank You !

  Business response

  12/06/2023

  Morris Home Furniture has reviewed the customer’s initial complaint. We have reached out to our customer and collected the initial trip fee of $99, and set the expectation regarding out of warranty repairs. I have provided my directly contact information, as well as contact information for our service provider. 

  Customer response

  12/13/2023

  To whom it concerns:

        As of the call on Thurday, Dec. 7, we paid by credit card the $99 for someone to come to check out our couch.  We were to hear from them within 48 hours to set up an appointment and as of today, Wed. Dec. 13, we have not heard a word from anyone.  We have even answered spam calls so we would not miss your call.  **** **** ******

  Business response

  12/16/2023

  Morris Home Furniture has reviewed the customer’s response. We can verify that the customer is scheduled with Saw Enterprises, for 1/4/2023.

  Customer response

  01/29/2024

    To Representative:  A man came out, checked our couch, said it was a manufacturer defect, and we needed springs.  When we first called about the problem we were still under warranty.  Now after several years we are not but anyway, a lady called said it would cost us $600 to get the couch fixed.  I am done with them.  I wont pay that much to get something fixed that should have been under warranty when we originally called and for another few hundred we could get a brand new couch.  We are finished with them, they were to call back to see if the price could be less and never a call.  I will chalk this up to learning, I will NEVER buy anything from this company again and from people I have been talking to, we werent the only ones who have been screwed by them.  From now on we will buy from a reputable company who will stand behind their products.  Thank you for your help in this matter.  Sincerely, *****

  Business response

  03/09/2024

  Morris Home Furniture has reviewed the customer’s response. We can verify that a technician visited the customer home, and reported damages are due to customer use and a parts order was recommended. Per the manufacturer, Ashley this piece has been discontinued which means parts are no longer available to complete this repair. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Y’all just lost a good customer in me 1 , your manager is not a manager to me , I’m ticked off at your delivery helpers that are not good at all, I called customer service and she was telling Well there’s 2 kinds of delivery, one’s a cloud and you had the Threshold? What !??????????Who cares Threshold, cloud, it’s still customer service regardless besides they took little paint and wood off my door and that guys isn’t going to fly with me. So y’all look for a call from the better business. Period ! I rent this place and don’t appreciate what they did. Y’all are not customer service so 2 things will happen , ether you get a lawyer and court time or some of my money back like the delivery fee and this is on you. I’m not too happy

  Business response

  12/06/2023

  Morris Home Furnishings has reviewed the customer’s complaint. Upon reviewing this account, it appears this customer spoke with a member of our customer care team 11/27/23 and scheduled a service appointment with our third party repair company to service the recliner. USQ visited this customers home and completed the service as of 12/2/23. We have contacted our customer 12/6/23 regarding the refund of the delivery fee, and were unable to reach the customer so a voicemail was left with our direct contact information. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business delivered damaged furniture. During unboxing it was discovered broken. I immediately tried to call. I immediately went to the store. They promised to handle it. I wanted it returned so I could go elsewhere. They assured me it will be handled. They instructed me to unpack it until it could be fixed. It is irreparably broken per the repair guy last week. Today they refused to exchange the completely broken piece until it is cleaned. I want to take my business elsewhere. I have had brokers furniture sold and delivered to me as if it was new because I didn’t know only unbroken furniture fir the extra extra delivery service. We even tipped the drivers. Shaking my head that business is run like this with Morris aka Ashley.

  Business response

  12/06/2023

  Morris Furniture has reviewed the customer's response. We reached out to the customer by phone and email to confirm that the exchange entered and delivered on 11/28/2023 was completed successfully.  We are waiting for a response from the customer. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Wanted to check with manager to see if I’m still paying on a product that was not delivered. When some of the furniture was delivered a wall was damaged (have documentation and photos) Had to order new furniture from a house fire.

  Business response

  11/29/2023

  Morris Furniture Co. has reviewed the customer's response. We have reached out to the customer and requested additional information on her orders placed to verify amounts financed. Customer states that she also purchased a mattress, dresser, chest, and desk but we are unable to find those orders. We have provided direct contact information for the customer. 

  Customer response

  12/06/2023

  ********,

  I am responding to the letter you have sent 11/29/23.  I was able to review my order with Morris Furniture store to check and see if I was paying on items that were never delivered.  The second part is the wall damage that occurred during one of the deliveries.  As of today, 12/6/23, the Riverstone delivery team was issuing a check for the wall damage.  I do not have the check yet.  I will email again once I have been issued the check.  

  Thank you very much in this matter.  It was a long struggle to get things moving or done.  I should have came to you sooner as I was struggling with this problem since March.  Thank you again, ***

  Customer response

  12/26/2023

  *******,

  Payment has been received, thank you for your help. ***

*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. ↩