ComplaintsforAshley HomeStore

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I placed an order on******** with a delivery date of "ASAP." We paid in full and where told it would take up to 12 weeks for delivery. On March 15th, 12 weeks from the day we paid for our order, I called (and had to wait for 90 minutes just to chat with an individual regarding our order) and asked for a status. They (Ashely HomeStore) stated that the furniture was not in stock and they had no estimated delivery date available for us. I repeated this process every month until today. The cabinet was eventually delivered damaged. We called the next day to cancel that piece. They did not and attempted to delivery it again. We refused it. The Sale of Goods Act section 36(2), Time of Delivery, states "the seller is expected to deliver the goods within a reasonable time." 7 months is not reasonable. We request immediate delivery of furniture paid for, refund of cancelled cabinet, a 50% refund off the remaining balance, and $10 off day until delivered... undamaged.

  Business response

  08/20/2021

  Business Response /* (1000, 5, 2021/07/29) */ Hello, Thank you for your inquiry. Due to the COVID-19 pandemic, global manufacturing and supply chains have been negatively impacted, leading to production delays from the manufacturer of 8-16 weeks or, in some cases, longer. These disruptions prevent us from being able to provide an estimated delivery date for the furniture until the product is ready to ship. Once you have received your items we would be happy to speak about compensation for the extended wait time. As well, Our software monitors your order daily so that we can contact you immediately once the pieces are available from the manufacturer. You will be contacted at least 48 hours in advance to an estimated timeframe for the delivery. We understand the inconvenience these delays may cause and we truly appreciate your patience as we endeavor to complete your order. Thanks, in advance, Consumer Response /* (3000, 7, 2021/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) You've failed to address any of the issues outlined in my initial complaint. First, the immediate refund of the cancelled item. Nothing has been processed as far as I know and it's been almost a month since we've called to cancel it. I'd like an email confirmation referencing that is has been cancelled to both my wife (************************) and my emails (************************ and reasonable (i.e. within 48hrs) refund to the card that was used for payment. Second, 8-16 weeks (taking the conservative date of 16 weeks) puts us at April 10th, 2021...its August. Even in the worst of production and supply delays, 6+ months is unacceptable. I'm getting ready to deploy in a couple of weeks and want to have this issue resolved prior to my departure. I'm tired of vague or cut and paste responses on your inability to resolve your supply issues. If it was an issue, you shouldn't have given me soft delivery window or even allowed us to purchase the item at all. That's the friction here. Why let a consumer purchase an item if you have no stock or a realistic and reasonable date for production and delivery. Reasonable time to provide a product after payment has been rendered is not going on 7 months. That's absurd and borderline fraudulent. Unless compensation is discussed now, I'll begin looking at litigation options with our base legal office and see how the "THE SERVICEMEMBERS CIVIL RELIEF ACT" can be used to my advantage in this case. I could have cut down the trees in my back yard and fabricated my own furniture in half the time its taking you to even respond to my inquiries. It's only because I've officially filled a complaint with the BBB that you even bothered to reach out to address this transaction. Business Response /* (4000, 9, 2021/08/02) */ Hello Mr. ******* The accent cabinet that was refused at delivery, cancelation has been processed. We have submitted the refund request of 320.99 to be refunded on 7/26. You will see the credit reflect back to your account within 10 business days from that date. Unfortunately, compensation can't be discussed until the delivery is complete. The reason being, In case there are more issues that you may have besides this delay, we would like to compensate at one time. We still are unable to provide you with a delivery date at this time, but once the manufacturer has provided us with that date, we will correspond immediately. Although we don't want you to cancel your order, you do have that option. Please let us know what you would like to move forward with. Kind Regards, Consumer Response /* (4200, 15, 2021/08/09) */ How can a company justify taking payment and not reasonably providing delivery of a product? I doubt you would even accept 8 months with no estimated delivery date. Having me cancel my order is an easy out for Ashley. I want them to be proactive and call the manufacturer vice waiting for them to give Ashley an update. I also want them to know that I've made a case with our local Military Legal office, and they have stated that my rights as a consumer and a Service Member give me leverage towards litigation which I will pursue if Ashley does not take reasonable actions to move forward on delivery on goods already paid for in December 2020. I'm not going to sit by as a large company steam rolls its customers citing pandemic supply chain issues. Its been 8 months, we've had a reprieve from restrictions, and goods/services have been moving. They an no longer justify COVID as reason in failing to sell goods...its now a crutch. ******************** Business Response /* (4000, 17, 2021/08/09) */ Hello, We can understand your frustrations with the wait for your new furniture. Our goal is to always provide our guests with their orders as quickly as possible. Unfortunately, we are still experiencing delays directly related to the Pandemic. Although goods and services are moving they are not moving as quickly as they did prior to the pandemic and all workers are still operating under Coved safety protocols. We have reviewed your order for availability and normally all items must be available to schedule a delivery. However, if you are willing to accept a partial delivery we can make an exception to our normal policy. We can have the Chest, Dresser and Mirror delivered in approximately two weeks. The Nightstands are still on backorder from the manufacturer and do not have an estimated delivery date at this time. Or if you prefer you can wait for all items to be delivered at once. Please let us know which option you prefer. Kind Regards, Consumer Response /* (4200, 19, 2021/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept a partial delivery of the furniture. If possible, I'd like delivery to take place no later than 16AUG21 since I will be leaving for deployment. I would also like to discuss compensation at this time. Business Response /* (4000, 21, 2021/08/10) */ Hello, We will make the necessary arrangements to initiate a partial delivery. However the delivery can not be completed on or prior to August 16th. Please be advised that the delivery date will be approximately 2 weeks from today and is dependent upon the items arriving from the manufacturer and passing preliminary inspections. Once the items are available we would contact you to schedule the delivery date. We can offer goodwill compensation to you. However, we are not able to offer goodwill compensation until after all ordered items have been delivered. Kind Regards, Consumer Response /* (4200, 23, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm only responding to this as "NO" until all items have been delivered and compensation has been rendered. NOTE: The last attempted delivery of the accent cabinet that we canceled, was damaged. If there is a single scratch on any of the pieces from the bedroom set, they will not be accepted. Business Response /* (4000, 25, 2021/08/18) */ Hello, We are very sorry to inform you that due to manufacturing delays the partial delivery that was previously offered is no longer possible. Our manufacturer can not have the items available to us within two weeks. We deeply apologize for this delay. Our manufacturer is working as quickly as possible to fulfill all of our orders. As soon as we are able to schedule a delivery date we will contact you immediately for scheduling. Once all of your items have been delivered we can complete the goodwill compensation. Kind Regards, Consumer Response /* (4200, 27, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Par for the course. I am now deployed overseas...it's astonishing to me how a company as large as yours can't seem to even keep it's simplist of promises. I'm going to keep this complaint open and continue to inquire about the status of our furniture. All correspondence will now need to be worked through here and with my wife directly. 8 months and counting....

• Initial Complaint

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb. 23, 2021 I purchased a Queen Sofa sleeper (model *******) from Ashley HomeStore,******************************** for $1519.38 I have yet to receive delivery or information as to when delivery will be made. I have made numerous calls to Ashley HomeStore--several contact numbers-- and have been put on hold or disconnected. I got through twice to a customer service rep and was told--once rudely-- they could not tell me when item would be delivered. Five months and no delivery and no word. I was told I apply for a refund, minus a service charge .What kind of scam is that since Ashley has already made mony on my interest? I don't want a refund. I want the sofa for which I paid in good faith. This is a terrible way to do business. Shame on Ashley Ref. customer code:************ sales order: ****************

  Business response

  08/11/2021

  Business Response /* (1000, 8, 2021/08/03) */ Hello Mr. ****** Your estimated delivery date is for 8/12th. You will receive correspondence 2 days prior with the assigned 3 hour time frame. We deeply apologize for the delay and look forward to delivering your merchandise. Kind Regards,

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a bedroom set for my son from the Renaissance Center location in Durham, NC. The salesperson told us that we would have delivery of the items in 6 weeks' time. It is now two months since we placed the order and there is still no available delivery date for 1/2 of our order (2 night stands and a bench). I want to cancel that part of the order but customer service says that has to be done through the store and no one from the store will call me back.For the items that were delivered - a bed and a dresser - the bed has already broken. I want to return this low-quality furniture before something else breaks, but I was told that they don't accept returns and will only service the broken piece. That is not acceptable. A bed should not break after a month. And if this is the quality of the bed, I'm sure it's only a matter of time before the dresser breaks also. I don't want this furniture. I want to cancel the undelivered items and return the bed and dresser for a full refund.

  Business response

  08/06/2021

  Business Response /* (1000, 10, 2021/07/29) */ Hello, Thank you for reaching out to us! We have put in the request for this return, you will receive a call from your store to confirm the return with you and help to get the items returned back to the store for you. 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 XXX-XXX-XXXX. Thank you!

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bed in may. They brought the wrong bed. The store manager swore up in down they would exchange it. The customer service swore to take care of me. Call back 7/19/21 and they denied it. They lied to me. I just baught a house. 3200 sq ft. Easier dealing with a lender than Ashley. Worst experience I've ever had with a company.

  Business response

  07/22/2021

  Business Response /* (1000, 5, 2021/07/22) */ Hello********* I would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashely Furniture we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. We are pleased to inform you that the exchange and reselection of the King Headboard and Footboard was approved! Please contact your Home Furnishing Consultant to schedule a time to reselect your new items. Thank you for your ******** and attention to this matter. All the best, Consumer Response /* (3000, 7, 2021/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this because I need a new footboard and Rails. Not a new headboard. I need this fixed. Also I think I need a box spring until this is fixed . I also think I should be compensated thru all the hoops I've gone thru. Worst service. No one is on the same page. Business Response /* (4000, 9, 2021/07/30) */ Hello********* Thank you for reaching out to us. We have approved your exchange, you would just go into your store to do that exchange. Once you receive the new items please reach out to us via our e-mail and we would be happy to talk about good will compensation for this experience. 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 XXX-XXX-XXXX. Thank you! Consumer Response /* (3000, 15, 2021/09/02) */ Already filed a complaint things I thought were resolved. Been months and months they have not exchanged the bed pieces. They said they would. I need to be compensated for dealing with this Billing adjustment Business Response /* (4000, 17, 2021/09/02) */ Hello, The order to exchange bed has been submitted. The correct Rails and Footboard must be obtained from the manufacturer. We are still experiencing some pandemic related production order delays. We apologize for the delay of your new Footboard and Rails. We are closely monitoring your order and once we are able to schedule your delivery we will contact you immediately to schedule the date. Once the exchange has been completed we can offer goodwill compensation. Kind Regards,

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Bought a $4000 couch from the Augusta location in August of 2020. -Did not receive until December 2020. -After 5 months of minimal usage, the reclining part of the couch on the right side is broken, and will not recline. -This is well with in the 12 month warranty, and also very well within the extended warranty we purchased to be fixed by the company if broken at no fault of our own. -Recliner just stopped working, no rough handling or movement since delivery in December. -Called May 25th to customer service, they said someone would be out in a week. No one showed. -Called June 8th, customer service ordered a part to be sent to my home and said someone would come out, no one showed. -Spoke to rude lady (Alexis in customer care) on 7/18 and she said there is no record of me ever calling (I believe she is lying, because she can see where parts were ordered). I want my recliner fixed, and am well within the warranty to do so at no cost. Starting to feel like a scam.

  Business response

  07/29/2021

  Business Response /* (1000, 5, 2021/07/20) */ Hello, Thank you for speaking with us. We apologize for the delay in having the issue with your recliner resolved. Per the information you provided we have ordered the necessary parts to restore this item. It should arrive to your home within 7 to 14 business days. Part Order Reference#********* Once you receive it, please call Customer Care at************* to schedule the installation. Service Order Reference ************** If you do not receive the material in the allotted time frame, or receive them sooner, please call Customer Care. You can also email [email protected] if you have any inquiries in refence to your account. We look forward to servicing your Recliner. Thank you, Ashley HomeStore Customer Experience

*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. ↩