ComplaintsforAshley Furniture HomeStore - Medford OR

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the Ashley store (**** *******************, Medford, OR *****) on 9/4/2023 and 9/5/2023 I ordered multiple furniture sets totaling over $7,300. I made clear at the time of purchase that I needed them before my company arrived on 9/26/2023. I was assured by salesperson **** that they would be delivered the following week after purchase (delivery would be 9/11-9/15). This did not happen. Finally on 9/21 I was contacted that they could deliver my items on 9/26/2023. This was the same day my company arrived and created a hardship, but I made it work. However, upon delivery I found that part of my modular loveseat would not be delivered and they had no ETA and that the incorrect ottoman had been ordered. I was told that **** was made aware and was working with the manager to resolve it. I heard nothing else for days so I reached out to **** multiple times with no response. I then began calling the store multiple times daily, but it was not answered and my voicemails werent returned. I finally reached a manager who stated he was completely unaware of the issue. He finally ordered the correct ottoman at that time (now weeks later) and refunded me the difference. I waited weeks more before the remaining sofa piece was delivered and I still dont have my ottoman, nearly two months later. They have only provided me refunded delivery fees, which amount to 3% of what I spent. This is not adequate given I paid for items, was told theyd be delivered in one week and now two months later and multiple calls, emails, texts, etc still dont have what I paid for.

  Customer response

  10/25/2023

  Ashley Home Store

  *******************************************, Medford, OR 97504

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

  Business response

  10/31/2023

  Dear ************,
  
  We understand that the recent delays in the manufacturing and distribution process have been frustrating for you, and we sincerely apologize for any inconvenience this may have caused.
  
  In our store, it is our standard practice not to promise specific delivery dates but to provide estimated timeframes (ETAs) instead, as detailed in our terms and conditions. We appreciate your understanding of this policy.
  
  You had placed an order for a sectional and an ottoman, with a delay in one piece of the sectional reaching our ******************** To accommodate your request to deliver the parts of your sectional that we had, we delivered the available pieces separately. During this process, we discovered that you preferred a different ottoman that did not match your sectional. In response, we initiated the process of obtaining the ottoman you requested and also refunded the price difference between the original matching ottoman and the new one.
  
  To address the situation and to make amends for any communication issues, we offered a full refund of the $169 delivery charge you paid at the time of sale, which you accepted. The missing sectional piece was delivered 5 days later, and your new ottoman is scheduled for delivery on November 1st.
  
  We understand your concerns and the inconvenience you have faced. However, at this time, we believe the compensation provided is fair and adequate. We remain committed to ensuring your complete satisfaction and resolving any remaining concerns you may have.
  
  Thank you for your understanding and patience as we work to address these issues. If you have any further questions or require additional assistance, please feel free to contact us. We value your business and are dedicated to providing you with the best service possible.
  
  Sincerely,
  
  ******** Dollar
  Store Manager
  Ashley Homestore + Outlet
  ******************

  Customer response

  10/31/2023

   
  Complaint: 20771139
  
  I am rejecting this response because:
  Despite stating it is not policy to give delivery dates at the time of purchase, thats is exactly what happened. This false information was what influenced me to spend my money there, only to then wait for weeks without communication or my items. Also it wasnt simply that I preferred a different ottoman. It was that your salesperson ordered the incorrect one. I discovered it upon delivery and was told it would be corrected immediately. I then waited to hear back, never did. Called the store multiple times with no answer, texted the salesperson with no answer, before finally being able to reach the manager over a week later and upon telling him my issue I found out he had no idea and nothing had been done to correct it. That means that your salesperson made an error, had my money as well as extra for the price difference, I had no ottoman, and no one had done anything to resolve it. *** had to spend countless hours of my time at this point trying to correct the errors, get my money back, and still dont have all my items. The refunded delivery fees coming to 2% of my total purchases is not satisfactory for all of the negligence, lies, and lack of communication Ive experienced over these last two months.

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

• Initial Complaint

  08/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased an extended warranty on an entire large order. My rocker recliner needs to be fixed or replaced. Ashley did not add the warranty to the chair as it should have and the warrant company denied the claim. The manager said hed help and now no returned calls or help in getting this resolved.

  Business response

  08/22/2023

  To Whom it May **************************** is a third-party company.  Yes, we sell the warranty, however we cannot be responsible for what the third-party company (montage) in this case approves and does not approve in terms of repairs.  Our manager escalated the issue yesterday in an attempt to communicate with montage.  We agree that we will be replacing or repairing a chair for the customer, however, we are attempting to fix it through Montage first.

  Please feel free to contact our Managers ******/**** at ************ with any further questions,

  Thank you,

   

  Customer response

  08/23/2023

  I am fine with them helping to resolve the dispute with Montage, it is what I have been asking them to do. However, I am reluctant to accept the response and close out the complaint at this time because they have been "working" on it for a month and no communication with me on what they're doing. Its always, I'll have ****** call you back or I'll personally call you back and I hear nothing. No response to my emails, either. I'll be happy to close it out once its resolved.

  Business response

  09/13/2023

  Hi ****,

  Service was started on 9-1-23 when we went to your house to inspect the recliner.

  We ordered a headrest motor at that time and are having it shipped directly to you.

  When you receive the part call *********************** to schedule a pickup for repair.

  After we fix the recliner, we will schedule to have it delivered back to you.

  The part can take ***** weeks to ship but, our average right now is 2-3 weeks.

  We are handling this as an instore warranty repair.

  Thanks,

  Jordan

  Customer response

  09/18/2023

   
  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

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -bed ordered October 2022 -delivered November 2022 with missing parts -charged $1025 November 3 -sales number ************ -parts have been ordered on four separate calls to their distribution center -called customer service 18 times -hung up on 6 of the calls -no refund or return available for an item never received because outside of 30 day policy

  Business response

  02/06/2023

  To Whom it May ***************** immediately reached out to *************** and expressed our disappointment in the customer service calls, and apologized for any frustration she has experienced.  We are locally owned and operated as a licensee for ASHLEY furniture, and she has been speaking with ECOMM customer service at the corporate level as she ordered online, and not at one of our locally owned and operated ASHLEY stores.

  We were able to share that we did order parts back on November 10, 2022 (please see attached document) but the parts have not been shipped.  Again, we have no control over parts being shipped once we place the order from the vendor.

  Huge and Special thanks again for your patience and understanding in this matter.  Questions, please don't hesitate to give us a call at ************.

  Kind Regards,

  *****

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Purple Mattress from Ashley Online less than 30 days ago, in this time my back is killing me and the side of the bed is broken down already. In 30 days this should not be happening. i reached out for a refund/return and I am told there is no refund once the product is opened and used. this is not a way to treat your customers and to have faulty products. I have been told multiple times they will not help me. so now I am stuck with a $1200 Mattress that is a POS. I was never given an option for a new mattress to be sent out or anything resolution to this issue.

  Business response

  07/08/2022

  To Whom it May ************************ product was not purchased with our company.  We are a licensee of Ashley, and do NOT carry purple mattresses in any of our stores.  If the customer would like to return their product they will have to contact the Ashley Location they purchased it from.  In this case, online purchases (i.e. **************) customer care.  

  Kind Regards

• Initial Complaint

  07/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ashley furniture collected money from my credit card for items they refuse to provide. They have just continued to push the delivery for months and it has been 5 months since I ordered and they are now saying another 3 months.

  Business response

  07/29/2021

  To Whom it May Concern,

  I spoke to ********* today (7-29-2021). I offered her a full refund and let her know what the best ETA for her order is.

  She decided to wait for it and I am personally going to follow through with this until she receives her order.

  Thanks,

  Jordan

  Store Manager

  Ashley HomeStore

  Medford Oregon
  

  Customer response

  08/23/2021

  This was not satisfactory and now im waiting for a full refund the store attempted to deliver used goods that were highly damaged and pass them off as new

   

   

   

  Business response

  08/27/2021

  After speaking to the customer and her not wanting to be swapped out for a new item, I refunded her credit card that same day on 8-19-21 for the full amount of the original purchase price. We always do everything we can to help out our customers and give great customer service. My apologies to ********* that we were unable to meet her expectations and I hope she is able to meet her needs elsewhere. Thanks, Jordan
  

  Customer response

  08/31/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will just never do business with this company again. Jordan is not to blame for his companies incompetence. It is very clear the leadership behind this privately owned facility does not care for the customers it serves and clearly just another greedy franchise leaving customers in disappointment. For my patronage I received damaged walls and 6 months of wasted time. Yes I got my money returned to the credit card I had to pay 6 months of interest to for items never received. I am at cost of damage and interest but want nothing more to do with Ashley Furniture. I am very dissatisfied and will remain so.

  
  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. ↩