ComplaintsforAshley Furniture Home Stores operated by Highland Home Furnishings, Inc. and Highland Home Furnishings II, Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 beautyrest mattresses from Ashley Furniture on 04/01/2019. It was not at any point disclosed to me that I would not have a warranty on them. The bill of sale says clearance/price adjusted per ***. I paid alot of money for these mattresses. On June 5, 2024, I went to the store and spoke with salesman *****************************. I told him that my mattresses were breaking down on the sides to the point where my husband and myself felt like we were rolling out of bed. He informed me that Beautyrest has a 10 year warranty on their mattresses. He checked my purchase date and "put in a ticket" with Ashley **************** for me. ********************** **************** contacted me and asked me to send many different pictures of tags/platforms/measurements etc. I did soon 06/06/2024. Then I was contacted by Ashley again asking for more pictures with "a broom across my bed". I went out to the store because I wanted to talk to someone in person instead of texting. I showed ****** the pictures I had and told them that they are requesting more. He told me that it was "clearly obvious" that the mattresses were falling apart. He called their Beautyrest rep who asked him to send the pictures directly by text him. The following day my answer from them was that the rep had to send them to HIS boss. With a day or two I was contacted by Ashley Furniture **************** telling me that Beautyrest was refusing to honor any type of warranty because I didn't pay full price for them. She told me that "However, I have reached out to your local Ashley Store to see if there is anything that they can do since it was never disclosed to you that you had no warranty. He told me that he did not know that there was no warranty on a reduced price mattress nor did his bosses. He did call me back that evening and said that His boss had to run it by HIS boss, They are just not answering my communication at this point.

  Business response

  07/05/2024

  After speaking with ***********************, We have arrived at a mutual agreement to provide the guest a store credit to apply toward a new mattress. We understand that our confusion with our own mattress partners regarding clearance models translated poorly onto the guest resulting in *************************** frustration. We take pride in servicing all of our customers with integrity and transparency and our inquiry with our mattress partner on behalf of *********************** took longer than all parties anticipated. We welcome the new opportunity to provide *********************** a better nights sleep! 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My experience with this company has been absolutely ridiculous. I purchased a sofa in December of 2022 and it has been nothing but issues since then. Shortly after purchased the sofa was already showing signs of a defect. I contacted Ashley and they sent someone out to "repair it". It was not repair correctly in fact it looks worse than it originally did, and is once again showing signs of wear and tear. At this point i would like it replaced as there is no reason a new sofa should have these issues. I've attempted to make contact because it is unacceptable and have not heard back after leaving a message two weeks ago. I understand they probably get a high volume of calls, but two weeks?! I don't usually leave reviews but I'm completely disappointed in my experience with this store considering the money I spent. I would like a replacement seeing as how this sofa was $1,800 and has been defective.

  Business response

  09/01/2023

  Ms. ************ had reached out this morning through another source as well, and we immediately responded to that as well as called her twice at the phone number we have on file for her in an attempt to reach out and resolve this. We had gone to her home on 7/29 to replace a fabric section on her sofa, which at least that day, was successful before we left her house. When we received this new complaint, we immediately searched through our voicemail records to see where we had missed her message to correct the issue of missing her call, and a message could not be found. We must have had a failure in our system or in the transfer of her call into our service department and we fully apologize for that. As stated, we have already given her a call twice, and we also authorized a replacement of her sofa, and that order was sent to the store that she purchased from. We hope to make contact with Ms. ************ urgently to repair our relationship and will continue to try to reach her. 

  Customer response

  09/01/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bed from Ashley Furniture in Marion, Ohio on February 15, 2022. The base has a serious problem. Ashley Furniture states they do not warranty the base. I was told to contact the manufacturer of the bed. I emailed the manufacturer and received an email stating Ashley Furniture should exchange the base. When I informed the store I was told NO they do not have a warranty on the base , just the mattress. The manufacturer wanted pictures of the base sent to them via their web site. I took pictures and was told my pictures were no help. They wanted pictures of the bed with the mattress off the base. I am 71 years old and in poor health. (Which is why I bought the bed). Ashley Furniture sent out a man to take pictures. I was told they would email me a copy of the pictures. I called the store and was told the man who took the pictures had problems with his equipment (he used his cell phone) I was told that I would get a phone call by 7pm the following day. I did NOT hear from them. I don’t know what to do. I am lied to and just given the run around. Please help me. The manufacturer won’t help me and neither will Ashley Furniture that sold me the bed (cost was over $6,000.) I am so stressed over the treatment I am receiving. Stress is one thing that is making my illness worse. If needed I can get a note from my gastroenterologist in regards to my health and the reason I need a bed that has a base/mattress that has me sleeping at a 30 to 45 degrees angle. Please help me. I can’t afford a new bed. I still owe roughly $3,000 on this one that is broken.

  Business response

  08/24/2023

  We spoke with *** ****** on the phone immediately after receiving this. We went to her home on 8/21 to take photos and we submitted them to Tempurpedic on her behalf. Follow-up to her was promised by us by the end of the week, which would be 8/26. That was mis-communicated as she had understood end of day. That had not been our intention and we did clear that up with her, apologizing for the misunderstanding. The obligation to fulfil her warranty lies completely with Tempurpedic, so immediately after getting off the phone with her, we called our Tempurpedic rep to explain the situation and the frustration *** ****** and us are experiencing in her claim not being handled as quickly as it needs to for her bed to be fully functional. We did successfully contact our rep, and she is trying to speed things along with her warranty department. In light of the frustration *** ****** has experienced, we wanted to go above and beyond to resolve this for her, so we initiated a replacement on her base, and we will be making the delivery and swap as soon as it arrives. This is not the typical order of events, but we wanted to be the difference to *** ****** in improving her situation so we will finalize the warranty claim between us and Tempurpedic while *** ****** enjoys her replacement adjustable base. 

  -***** ******, General Manager

  Customer response

  08/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20514512
  
  I am rejecting this response because: 
  Most of their response is not accurate. My only hold up is waiting to see if they follow through and exchange the bed (power base) I am sorry but I do not trust them. There are Many complaints on the internet about their delivery of different items that they sell. 
  ********** ******

  Business response

  08/25/2023

  We just spoke with *** ****** to address her concerns. We did place her replacement adjustable base on order yesterday, as we had promised, and are sending the receipt to her as well as uploading a copy attached to this response. *** ****** shared with us that she feels this will not be resolved until the base is in her home, as do we, and we tried to encourage her that is what we are working towards, and we have fulfilled the steps that we have told her we will in our conversations we have had with her this week. We quoted her a timeframe of 2-4 weeks for the new base to be in her home, but shared optimism that we hope to be on the earlier half of that timeframe. As soon as we have received her new base, our delivery team will contact her to set a delivery day, and we will follow up with her once it is delivered to ensure her satisfaction.

  Customer response

  08/28/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20514512
  
  I am rejecting this response because: 
  I am waiting to see if they will exchange the base. I have read quite a few complaints about Ashley Furniture not doing as they promised to do. Just sending me a “order form” means nothing to me. I will wait to see if I get the frame.
  Regards,
  
  ********** ******

  Customer response

  09/08/2023

  Ashley Furniture did replace the base of the bed at no cost to me. I am satisfied with the results. Please delete my complaints.

  Thank you, 

  ********** ****** ******

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bed sits lopsided. The base of the bed looks “deflated”. I have called the store and the manufacturer of the base. Nothing has been done to help me. The manufacturer wants pictures of the bed with the mattress off. I am 71 years old and I can’t move the mattress. Please I am making payments on a bed that I can’t use. I could actually roll off the bed due to the uneven frame. Please I need help.

  Business response

  08/17/2023

  I spoke with Ms. ****** on 8/14 regarding her concerns with her mattress and adjustable base, and the service required on them. She does have a warranty with *********** which will cover any valid issues or defects. Although purchased through us, the manufacturer, ***********, handles all warranty claims for both mattresses and adjustable bases themselves, as they take any issue very seriously, and personally see to any warranty claim that comes across. We are not able to resolve this ourselves, per the manufacturer. We want to do all we can to protect our guest's experience before and after purchasing, so also on 8/14, my service technician gave Ms. ****** another call to set up a service call at her home. This was scheduled for 8/21. We will be going out to Ms. ******'s home, moving her mattress to take the photos required by ***********, and will aide in helping her finish submitting her claim with them if that is required. 

  -***** ******* General Manager

  *****@ashleyhs.com

  Customer response

  08/18/2023

  The store is sending out a man this Monday to remove the mattress from the base and take pictures that the manufacturer requires. As of now my problem has not been solved
  

  Business response

  08/29/2023

  I did send a response on 8/25, sharing details of our last phone conversation with Ms. ******. I attached the proof of us ordering her adjustable base for her on 8/24, and attached it again to this response. Ms. ****** shared both in her response to this and on the phone with us, that she was frustrated from reading the experiences of other consumers online. We shared with her where she can find testimonials of our specific store, as we are locally owned and operated. Our customer service does work completely independent of other stores across the nation. Her adjustable base is still on order, and the order appears to still be coming within her quoted time frame. We are dedicated to resolving this as quickly as possible for Ms. ******, and have followed through on every step we assured her we would take so far. We have also spoken to Ms. ****** on the phone several times, and if she has further questions, we welcome her reaching out to us! The only step still to come is for the base to arrive from the manufacturer, and there are no signs as of yet that it will be running behind. 

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought in 2018 over $6,000+ furniture & an extended warranty from ******* from Ashley in Marion, Oh. I purchased the Plex material in a Rocker,Love Seat . Was told it would be covered under the extended warranty at the time of purchase. Extended expires May 2023. Ashley's warranty expired 1 yr after purchase. Now we are experiencing fine cracks in the Plex & the material is rubbing off. The Love seat springs are broken when you sit you seat deep in the seat. There is only my husband & I living in our home. The furniture is not abused & we are not large people. We were recommended to condition the material like you would leather by the Salesman & ***** in Ashley's warranty dept. also advised us to do that every 6 months. Ashley ie: ***** is denying to helps us with this situation & not returning my calls. Avoiding calls. Ashley came out to look at another piece I bought previously & was out of warranty on these 2 pieces so I did have them look at it as they were going to charge me he said the love seat needed a new side & they could replace that but it would cost a couple hundred dollars to do it. I knew I had the extended warranty to fall back on for these pieces of furniture from *******. ******* extended warranty said they did not cover the material cracking & peeling. The woman at ******* told me I should have had Ashley fix it when they were there. But that would have cost me & why should I pay Ashley when I have an extended warranty at *******. I do not want the same furniture just to have this happen again. I would like a store credit towards replacing the furniture with real leather furniture.

  Business response

  04/20/2022

  I have spoken with ******** and we have agreed that Ashley will cover the cost of parts and perform the labor necessary to fix both pieces of furniture in place of the ******* protection plan. We are working through our service department with ******** to determine what parts need to be ordered and getting a service tech scheduled to perform the necessary repairs once the parts are received in. 

  Customer response

  04/21/2022

  ******** ****** verbally accepted business' offer to repair furniture Tues 4.26.22 by phone call to BBB. 

*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. ↩