ComplaintsforAshley Furniture HomeStore - Salem OR

• Initial Complaint

  03/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 10/23/2021 I purchased a Table and Chair set from Ashley Furniture Home Store. At ***************** Salem ******. At the time of purchase I was told the store does not deliver to my area and that I would have to pick up my item once it came in, and that I was to expect 8 to 10 weeks for delivery. on 12/06/2021 I received a text saying my delivery was scheduled to be delivered on 12/09/2021. Text Yes to confirm or Call and a #. so I did both. I asked the person on the phone if they were in fact delivering to my address and they said yes. no delivery was made and no 1 called my to reschedule. so I wait a few days and called in. after being on hold for over 40 minutes. the person that answered said my delivery was rescheduled for 1/06/2022. on 1/03/2022 I received another text stating the delivery was scheduled for 1/06/2022. No one showed no one called. some time the following week I received a call from a person asking if I ever received my order I said no. they then said they would get it corrected and my order would be delivered no later then 1/21/2022. I said can I just pick it up in store? they said no they no longer deliver to store and my order was in the warehouse.On 1/16/2022 I received another call saying my order would not be delivered on the 21st and that they had no Idea when it would be and that they had not received my order from the manufacturer. I said can I get my Money back they said I would have to do that in the store I purchased the Item. So I drove back to the store 2 hour round trip. When I asked the rep for my Money back they said we will give you a discount and re-order. I agreed. later that day I received a call saying I was schedule for delivery on 2/17/22. received text again. no delivery no call. I then emailed the store rep. *** told me it was in the warehouse and now scheduled for delivery on 3/10/22. text came again no delivery no call. this time in email from same rep I was told its not in warehouse and the all dates are estimates

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased sectional 8/18/2021 * to arrive 2nd or 3rd week of 12/2021 December 21, 2021 * no contact from ashleys so i called and was advised still waiting on one piece January 2022 * no contact from Ashleys * phoned Ashleys and was advised my purchase is on hold for payment due * i requested a copy of the purchase agreement signed by me because i dont believe i have a balance due and requested they validate additional balance - i stated, if it shows a balance due i will pay it * i have called & texted multiple times requesting the signed agreement * i have requested the assistance of a supervisor or a manager and cooporate customer service transfers me to another agent over and over and over again thinking i dont know ... always caught off guard when ask if they are a supervisor or manager * i believe they are blocking my tel. number - a cust service rep suggested i call from a "different phone number" because i could not get a hold of the store directly and had been trying for 5 weeks At the start i was able to contact the store (once) who told me they dont have a copy of the purchase agreement and cannot help me * they sent me to coorporate who said they cant help and to contact the store - i tried over and over again to explain to cooporate that the location said to contact them - my request was unreasonable when they say i owe them - told to go to the store (30 min away) and I asked .. "what is the purpose of driving ********************************************************** and to contact coorporate"?? February 7, 2022 - spoke with a representative who advised that Ashleys store cancelled my order on 12/22/2021 - they rec'd my furniture; placed it on hold; cancelled my order; kept my money with NO contact * Ive rec'd no refund * i still have not heard from Ashleys * called them 2/08/2022 & was disconnected, called again & no call back. Owed refund +interest

• Initial Complaint

  01/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On or about Jul 6 2021, I ordered a Nightstand from the Ashley Home Store ***********************************************************************************************. At the time of purchase I was told several other items I also ordered were on back order and were not expected to arrive until late Sept or mid October. All have arrived siince, but still no Nightstand. I have paid for the nightstand and have receipts.After many hundreds of phone calls, I went to the store (approx 55 miles away) and found the doors locked. Since, I have repeated attempts to call and have not reached anyone as the phone call goes into a caller loop. (If this do this......).I cant reach the store by phone or in person and was told today the store is now "Franchised." What does that mean to me getting my nightstand?I desperately would like help.********************* ph: ************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 28, 2021 I purchased a sectional and ottoman from Ashley Furniture for $1735.84. I was informed of production issues that were resulting in longer delivery times. I fully understood this. My issues came up at delivery. I was called in late November letting me know that my order had arrived and scheduled me for delivery on 12/9/21. I got coverage at work and took an entire day off. I was informed a few days before that my entire order was not in yet, so was rescheduled for 1/8/22. I was irritated as to why they would schedule a delivery without everything and the agent that called was very rude and unhelpful but rescheduled for 1/8/22. I confirmed my delivery via text on 1/5/22 and 1/7/22. On 1/7/22 I was informed that my delivery time was between 3pm and 7pm. We waited at my house and at 4:34pm I received a call again from the call center that the truck had been 'dropped' with no reason why. I let her know that 1/10 does not work, since I do have a job. I drove the 22 miles to the store from my home and waited for the 'customer service manager'. I let her know I just wanted a refund and so far the experience has been awful trying to deal with them. They NEVER answer their phones (which she later confirmed). The *** manager' I spoke to is obviously tired of dealing with customers and just said that she can't refund until they release it from the truck and she has messaged them. She let me know that the truck was 'dropped' because they had no drivers!! They waited ALL DAY to let me know, 2 hrs into my delivery window!! I left work early on 1/10 (after calling 4x and it just rang), went to the store and spoke to her again. She was as uninterested as she was Saturday and said she must have forgotten to tell me that it takes **** days for them to release and she can't refund until then. She said check back in a few days which means I have to stop at the store AGAIN, possibly multiple times since they don't answer phones. I want my refund.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In March of this year I went to my local Ashley Furniture store to purchase a couch. I selected a couch with floral pillows and was promised the couch I bought would have them. It was listed on the floor for I believe $903 but they were having a sale and sold it to me for$ 798. I was told it would take 12 weeks for my couch to be delivered and that I would be called as soon as it was received in the warehouse and a delivery date would be scheduled. 6 MONTHS later I had to call them to find out the couch was in house and ready for delivery. It did not have the pillows as promised. Not even sure it is the same couch. The couch I received is on their website regular price for less than what I paid on sale and was listed on sale at the time for $500 and something, around $200 less that what I paid. I called them a number of times. Customer service said they couldn't help me and the sales manager would not take or return my calls. I don't hate it but it isn't what I bought.

  Business response

  10/08/2021

  Hello,

   

  "We have communicated with the customer via e-mail and offered to price match the one she currently has in the home or get her the correct sofa. She will be coming in next week to look and see what sofa it was that should have been ordered" 

   

  *** ******

  Customer Service Manager

  Customer response

  10/08/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is moving in the right direction. I am not satisfied that they are actually understanding my concern about their price match. I will be going in next week for the discussion.
  
  Sincerely,
  
  ** ********

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