ComplaintsforAshley HomeStore

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 8/28/2021, delivered 9/1/2021, Order # *********. Furniture is not what I expected. The cushions will not stay in place (especially on the chaise), leaving a gap between the cushion and the back pillows as well as the sides of the cushions. Keep having to adjust it. The gap is big enough to cause concern to a pet or infant. Big hazard, if left alone. I have contacted customer service who was rude and inconsiderate to my concerns. The response was you bought it it's yours with each phone call. The salesman's response was, I am unable to provide much assistance post delivery, please reach out to Ashley ********************* ************ which I have several times. The only other response was, we can send someone out to repair it. This is brand new furniture I do not want a repair! I really feel like this is very poor business practices not to acknowledge that this is sub par furniture.

  Business response

  09/20/2021

  Hello,
  
  We are very sorry to hear about the cushions of your sectional sliding out of place.
  
  Unfortunately, we can not return or exchange your sectional. Once an item has been delivered we are not able to return it for a refund or an exchange per our signed Terms and Conditions.
  
  The movement of the cushions is not considered to be a defect of the product. For any customers who do experience cushion sliding we recommend adding non-slip cushion pads or Velcro tape to help the cushions stay in place.
  
  
  Kind Regards,
  
  

  Customer response

  09/23/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is not so much that the cushions will not stay in place, I am concerned with the gaps and the hazard this may cause. I wish someone from Ashley would have come by to see what I was talking about since you didn't really care about the pictures sent. I do not plan to keep it, so I am asking for a refund on the Ottoman and the 5yr Protection Plan.
  As soon as this complaint is settled I plan to donate the the furniture to the Durham Rescue Mission. I will be happy with my decision I hope you will be too.

  Business response

  09/25/2021

  Hello ****
  
  Thank you for your reply.
  
  As previously mentioned, we can not return or exchange your sectional. Once an item has been delivered we are not able to return it for a refund or an exchange per our signed Terms and Conditions.
  
  We can however issue a refund for the ottoman as well as the protection plan as a one-time courtesy.
  
  We look forward to your reply.
  
  All the best,

  Customer response

  09/28/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will accept your offer only when I see the full amount you will be refunding.
  Respectfully,
  *** ********

  Customer response

  09/29/2021

  This case is not closed. Only credit is for the warranty. I need to see the credit for the ottoman.
  *** ********
  

  Business response

  09/29/2021

  Good Afternoon Mrs. ******** as we discussed your refund for your protection plan has been submitted for the price of $321.74 to your credit/debit card. Please allow 7-10 business days for this to complete. If you have any questions or concerns feel free to call customer care at 8032284848.
  
  Thank You.

  Business response

  10/20/2021

  Customer appreciates the attempt in trying to resolve their issue with their furniture. They would not like new cushions or to be able to reselect a new sofa. They would like to find a sofa from somewhere else and for us to return their money and pick the sofa up.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 31, 2021, I went into the Cary Ashley HomeStore to make a large purchase. I let the sales associate, Karen B***** know that I needed the furniture delivered by September 15th. When we went around the showroom, I was again explicit that I understood that COVID was delaying some items and that I didn't want to consider anything that could not be delievered by September 15th. I was also clear that if Ms. ***** could not meet these timeline, please let me know so that I might go elsewhere. She checked several items and I only purchased those that Ms. ***** indicated would meet the timeframe. Confirmed delivery again and assured it was good on August 31. The order that came was less than 50% complete. If Ms. ***** had been honest, I would have made other arraignments. If Ms. ***** had been honest with me. I relied to my detriment on her lies. Want specific performances of the contract. My Customer Code is: XXXXXXXXXX. My Sales Order is: XXXXXXXXXX. Store is 1407 Piney Plains Rd.

  Business response

  09/24/2021

  Business Response /* (1000, 10, 2021/09/18) */ Hello, This matter has been resolved. We spoken to our guest and apologized for the delay of the delivery as well as any inaccurate information given during the order process. Unfortunately, we have been experiencing continued supply chain delays which in turn have caused production and order delivery delays. Per our conversation we were able to schedule the delivery date for the two remaining beds for September 28th. Per request we have also removed the Sofa from the order and no cancellation fee **** be assessed. We **** contact you again two days prior to the delivery to confirm the delivery date and timeframe. Once the delivery has been completed, we can award the promised goodwill compensation of $400. Kind Regards, Consumer Response /* (2000, 12, 2021/09/20) */ From: ****** ******* Sent: Friday, September 17, XXXX X:XX PM To: ***************** Subject: Re: BBB Complaint Case# XXXXXX I received a call from the corporate office yesterday and although I would not say that I'm happy, they did find a workable solution. So, if you would be willing, can we close this action? I really appreciate your assistance. Sent from my iPhone

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid for over $3,000 of furniture the first week of May 2021. We were told that one set was in stock, and the other set would be in stock in June, and both could be delivered the first week of July. Called in July after they still had not scheduled delivery; was told "some parts are in, some are not." For the last 2 months, we have been given no answers for why we have no furniture. We're given various excuses for why they don't have our furniture. Have been told it would be a "few more weeks" several times, but still have nothing. It has now been over 4 months since we paid them, and we have no product. Had we KNOWN the truth from the time we wanted to purchase, we never would have purchased the furniture. We were lied to about inventory availability; and now excuses but no answers for months. In addition to all of this, they are still selling our furniture sets online to. If they cant fulfill our order, why are they still selling when they KNOW they have no product?

  Business response

  09/14/2021

  Hello,
  
  We apologize for the delay of your order. After your order was entered we experienced unexpected production order delays. Unfortunately, due to these pandemic related delays we do not have the estimated delivery date for your order yet.
  
  We have an automated system that is reviewing your order each night and checking to see if the items have been reserved/received to be scheduled. Once they are available to be scheduled you will receive a text and/or phone call to schedule the delivery date.
  
  The items that you ordered are currently listed on our website as items that can be ordered. Our website does advise that we are still experiencing pandemic related production delays and we have noted each item with the estimated wait time.
  
  Once your order has been completed we can offer goodwill compensation.
  
  Kind Regards,
  
  
  

  Customer response

  09/16/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My husband called Ashley Furniture a few days ago, and the person on the phone said it will be about 3 more weeks and we would definitely have our order by October 15. I dont understand how they can see that and project a date, but this response says they cant predict a date. One of them is not telling the truth. I would also like to know what they mean by "goodwill compensation".

  Business response

  09/18/2021

  Hello,
  
  We apologize for any confusion. All of the items for your order must arrive from the Manufacturer before we can schedule your delivery date. As of today we do not have all of your items; your order is still processing but we are not able to schedule your delivery date yet.
  
  The limited information that we currently have available indicates your items may be available for delivery on October 15th. However, we must caution that we can not guarantee a delivery on that date at this time.
  
  Your order is checked daily for updates and once we receive the necessary confirmations we will contact you to schedule your delivery date.
  
  We advised that we can offer goodwill compensation once your delivery have been completed because you asked for a billing adjustment. We are not able to change or adjust the amount of your order, however once the delivery has been completed we can offer a credit that we refer to as compensation.
  
  Kind Regards,
  
  

  Customer response

  12/15/2021

   
  Complaint: 15954678
  
  I am rejecting this response because:

  Hi, 

   

  I responded back in September that Ashleys response is not accepted by me. In addition, here we are on December 14th, over 7 months from when we paid for our furniture, and we still do not have 2 beds, no dresser, and no nightstand. We are still being told that we are waiting on a footboard and headboard. 

   

  In addition, I was told today on the phone that they are fulfilling smaller orders first. Excuse me, what??? So although I paid over 7 months ago, I am being punished because our furniture purchase was larger than someone who just purchased one item last month??  No, no that is totally unacceptable.

   

  I would like my original case filing escalated further.

   

  Thank you,

   

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

  
  
  

  Business response

  12/16/2021

  Hello,

   

   Thank you for your inquiry.  Disruptions to the supply chain created by the ******19 pandemic have led to production delays of 6 months or more for some items.  This also prevents us from being able to provide any estimated delivery date for your order until the product is ready to ship from the manufacturer.
  
  We monitor your order daily so that we can immediately contact you once the items are available from the manufacturer.  You will be contacted at least ********************************************************* which the delivery may take place.  We understand the inconvenience that manufacturing delays may cause, and we truly appreciate your patience as we endeavor to complete your order.
  
  Thank you.

  Customer response

  12/16/2021

   
  Complaint: 15954678
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel sort of tricked by Ashley Furniture. I was aware of the huge delays in delivery and all and I fully appreciate that is happening to them and I am sorry this is happening to them. However, I made it clear to the sales person that I wanted to only buy stuff that could be delivered within a 2 month timeframe and there has so far been no update on delivery and it even says that it won't be ready before the end of September. I was really hoping that I may be able to get some clarity or understanding from Ashley as to why the furniture will not be available on the date promised to me by the sales person. I feel tricked and I feel very sad that Ashley saleswoman told me one thing about delivery in order to take my money and get the sale. It feels like you they do not care and just want to get the sale. I tried everything I could to avoid this by being very clear I did not want to buy anything that was so backed up. I would like a refund or more clarity on when I can get my furniture.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/14) */ Thank you for your inquiry. Due to the COVID-19 pandemic negatively impacting the supply chain, production delays of 6 months or more, depending on the item, are being experienced. We apologize for any setting of unrealistic expectations regarding the order at any point to date. These production delays, however, render us unable to provide any estimated delivery date on the items. According to our records the order has been cancelled already. Processing may take 7-10 business days and any refund due would be reflected on your statement in the next one to two business cycles. Thank you.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two couches from Ashley Furniture in Augusta GA around August 2019. I purchased the five year extended warranty plan. Around February 2021 there was a defect in one couch that I filed a claim to repair. Since this time the business has acknowledged the repair is covered and said they have shipped the part. I've informed them multiple times I have not received the part, but they will not respond. I did move for a military permanent change of station move. I contacted the company with the address change and the will not respond.

  Business response

  09/24/2021

  Business Response /* (1000, 10, 2021/09/14) */ Hello, We apologize for the delays that have occurred when you requested the replacement handle. Today we ordered a replacement handle and it will be shipped to the address you listed on your complaint. Orders for parts take approximately 7-14 business days and are normally delivered via UPS or FedEx. Kind Regards,

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered approximately $18,000 worth of furniture. I was initially told all but 3 of the items I purchased were in stock. I purchased all of these items on April 27th, 2021 and wanted delivery on July 3,2021 when I moved to the area. The two weeks leading up to delivery I was told only a little more than half of my order was ready to be delivered. I have since cancelled numerous items on the order. I am still waiting on two items to be delivered: a footboard for a bed and the bed rails for a king bed. As I am writing this it is now September 8, 2021 an we still have two incomplete beds.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/10) */ Thank you for your reaching out to us. Disruptions to the supply chain created by the COVID-19 pandemic have led to production delays of 6 months or more for some items. This also prevents us from being able to provide any estimated delivery date for your order until the product is ready to ship from the manufacturer. Your order is monitored daily so that we can contact you immediately once the items are available from the manufacturer. You will be contacted at least 48 hours in advance to schedule an estimated timeframe in which the delivery may take place. We understand the inconvenience these manufacturing delays may cause, and we truly appreciate your patience as we work to complete your order. Once the order is complete, we will be happy to discuss some form of goodwill compensation for the extended delay. Thanks, in advance, Consumer Response /* (3000, 7, 2021/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response. The day after I received their response, magically one of the two items I have been waiting for is finally going to be delivered. I am still waiting on the other piece. Business Response /* (4000, 9, 2021/09/14) */ Thank you for your reaching out to us. Unfortunately, we are unable to provide an estimated delivery date for the footboard as of yet. However, the rails are scheduled to be delivered during the estimated timeframe of 7:30a-10:30a today, September 14, 2021. We continue to monitor your order daily in order to expedite the final piece once it becomes available from the manufacturer. We appreciate your patience as we work to complete your order. Thank you.

• Initial Complaint

  09/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15, I bought a couch from Ashley Homestore. They stated it would be a few weeks delay. However they contacted me on Aug 30 to set up a delivery date. No one showed up and no one is answering my calls to set up another delivery date. The furniture is paid for and yet I have no product.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/07) */ Hello, We apologize for the delay of your delivery. Our records are showing that your delivery date has been rescheduled for September 11th. We will contact you two days prior to the delivery date to confirm the delivery date and timeframe. Thank you for your patience we look forward to completing your delivery. Kind Regards,

• Initial Complaint

  09/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased furniture from this Store on 7/3/2021. The Selling Agent Leah H**** verbally assured us that the items were in stock and available for available for delivery on 7/23/2021. As of 9/1/2021 none of the items have been delivered. We would like to cancel the order but multiple calls and emails to the store and Leah H**** are getting unanswered. Please give us a refund on our purchase.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hello, Thank you for your inquiry. Disruptions to the supply chain created by the COVID-19 pandemic have led to production delays of 6 months or more for some items. This also prevents us from being able to provide any estimated delivery date for your order until the product is ready to ship from the manufacturer. We monitor your order daily so that we can immediately contact you once the items are available from the manufacturer. You will be contacted at least 48 hours in advance to schedule an estimated timeframe in which the delivery may take place. We understand the inconvenience that manufacturing delays may cause, and we truly appreciate your patience as we endeavor to complete your order. Thank you. Consumer Response /* (3000, 12, 2021/09/15) */ I still have not recieived my shipmnet and I would like to reopen this complaint. I purchased furniture from this Store on 7/3/2021. The Selling Agent Leah H**** verbally assured us that the items were in stock and available for available for delivery on 7/23/2021. As of 9/15/2021 none of the items have been delivered. We were promised a discount on delivery of the item at the end of Sept 2021 but that has ALSO not happened. Multiple calls and emails to the store and Leah H**** are going unanswered. I spoked to the Store Mgr on 9/1/21 and he said the delivery is scheduled end of Sept and that he was going to send me an email about a 200$$ discount on my CC upon order delivery but I have received no such email so far. Please help us resolve this issue with Ashley Home Furniture. Business Response /* (4000, 14, 2021/09/15) */ Hello, We apologize for delay of your order. Your order is still processing and not available for delivery yet. Unfortunately the pandemic is still causing supply chain issues which in turn cause production order delays. We are closely monitoring you order for updates from the manufacturer. Once we have confirmation of the available date of your order we will contact you immediately to schedule your delivery. Once your delivery has been completed we can initiate the promised goodwill compensation. Kind Regards,

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 16, 2021 I purchased a King size bed, a twin bed with storage and a sectional sofa from Ashley Furniture. I was told in 8-12 weeks my furniture would be delivered and put together. I received my king bed late and with black stain on it. They said they would be sending me a $90 reimbursement for that. Then my twin bed was delivered with no hardware or storage so they took it back, second time delivered without the hardware or storage and the drivers refused to take it back! The sectional was delivered with the twin bed and had stains on it as well. Not only did the bed not have hardware or storage and the couch have stains I left notes for them to remove their shoes or cover them as I had just had my carpets professionally cleaned, they didn't and they left trash all over my floors and driveway. I had to put the twin together myself because they refused to take it back and I only order this because of the storage that came with it that I never got. I spent $3525.87 total

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hello, We apologize for the delay of the Storage sections. Unfortunately, we do not have them available to deliver immediately. We are still experiencing pandemic related production delays. As a courtesy we can refund the cost of the Storage Sections( $499.99) once they have been delivered. This is a credit that can only be applied after delivery has been completed. The associate that you previously spoke with has noted the $90 refund that is to be warded to you. Our policy is that all deliveries must be completed before refunds of this nature can be completed. We will continue to monitor the order and as soon as the storage sections are available we will contact you immediately to schedule the delivery date. Kind Regards, Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told that the storage is Not getting reserved in my name, so it's definitely NOT that you haven't gotten any in the past 6 months, it's that they aren't being reserved correctly! I DO NOT want store credit! I want my money back for the storage and the bed because now I need to find a bed somewhere else that actually will have the storage with it! That $90 is only for the king bed, I also need reimbursement from the stains on the sofa as well as the mess that was left on my carpets after they were cleaned and in my driveway! I want my money back NOW! This is no way to do business! I also asked them to take the bed with them and they refused so that I would be stuck with it! I want my money back NOW! Business Response /* (4000, 9, 2021/09/07) */ Hello, We apologize for the delay of the Storage. While at the present time there is no available estimated delivery date, as soon as the product is ready to ship, we will immediately contact you to schedule an estimated date and timeframe in which the delivery may take place. We truly appreciate your patience. In the meantime, if you would like to sign up for text alerts pertaining to your order, then please reply in the affirmative to this e-mail with the cell phone number at which you would like to receive the alerts. Kind Regards,

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sofa and love seat on 2/12/2021 and it was delivered 2/25/2021. Both have electrical inputs to charge tablets. We had family visit 2 weeks after the initial delivery and when using the charger in the couch, it sparked and has NEVER worked. The love seat has framedamage from when it was built and sits on the floor and doesn't rock. This causes physical discomfort when sitting in it. I logged a warranty claim in March and was told this is not covered by the factory warranty and not the one I paid for. I then immediately reached out to Ashley and was told the part would be delivered to me in late April. I called in May and called again in June. The floor manager came out to my house 6/28 and confirmed frame damage to the loveseat and electrical issues with the couch and said they would order parts that would be here in a couple of weeks. July 26th I sent him another text to inquire on the parts/service. He has the store manager call me 7/27. She said there was a delay in par

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/02) */ Hello, We apologize for the delay in completing your restoration. We are showing that the parts have shipped and they are showing an estimated delivery date of September 3rd. Once you receive the package could you please call Customer Care (XXX) XXX-XXXX? One of our associates will assist with scheduling a date for your service appointment. Kind Regards, Consumer Response /* (3000, 7, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the electrical component today, but not the frame for the loveseat. The last time I spoke to a store manager she confirmed both were ordered. It is painful to sit in the loveseat for extended periods of time due to the frame issues. So it is still not resolved. Thank you, ******* ******** Business Response /* (4000, 9, 2021/09/04) */ Hello, Thank you for your continued patience with us! We reached out to our parts department and was advised we **** be receiving the part next week and **** be shipping from there. Once you received that parts please reach out to us to get a craftsman out to complete service. In the meantime, if you require further assistance, or think of any additional questions, please reach out to us by replying to this e-mail or contacting Customer Care. Thank you!

*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. ↩