ComplaintsforAshley Furniture Homestore

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Couch already looks worn out. Ashley refuses to take back and said that it is not a defect but normal wear and tear. We've only been there for 10 days. How do you stand behind terrible quality like this? And say that's how it's supposed to look? It's criminal!

  Business response

  02/01/2024

  A member of our Leadership team spoke with ************** last night to explain the cause of her concern. Base on the design of a sleeper sofa, the seat cores may slip into the sleeper mechanism's storage space. As the cores are used over time, they will compress and lose resilience, which is not considered a manufacturer's defect but normal wear. The sofa was delivered 09/2023 and we receive the initial complaint on 01/06/24. Our team has worked diligently to resolve this matter within the manufacturer's warranty by offering replacement cushions and other means to avoid the cores slipping into the mechanism's storage space. We are more than happy to re-connect with the customer and go over additional options. 

  Customer response

  02/02/2024

   
  Complaint: 21229158
  
  I am rejecting this response because:

  Interesting enough, Ashley did call me , and contrary to what they wrote in this dispute, told me that I was right , that it was a manufacture defect and they were giving me credit of 1099.99.   I would like to say I am thrilled , but i was supposed to get an email stating that, and that didn't happen.

  If it does, then we are all good!

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

  Business response

  02/02/2024

  We re-connected with ************** last night to advise an override was granted on her account to allow a re-selection for a different living room group. The credit is now available on her account and ready for use. ************** is currently out of the area and has plans to return mid-March. Store credits are usually valid for 2 weeks however an extension was provided until March 23, **** to complete the new purchase.

   

  ************** received an email confirmation this morning detailing the exchange process and credit amount. She has our Corporate Manager's contact information to voice further questions or concerns.

  Customer response

  02/02/2024

   
  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a recall on the new furniture we bought in December...fire hazard on the LED light system. Had to unplug our furniture And have called several times. I even bought an extended warranty on the furniture. Would like to get this resolved ASAP.....I shouldn't have to go without using my furniture..If it gets fixed, I need a full guarantee my house won't go ** in flames.

  Business response

  08/17/2023

  We understand the guest's frustration and concern with Ashley Furniture Industries' recall notice. The recall claims are handled by the manufacturer (AFI), however we (retailer) took the initiative to notify our consumers who have purchased from our ASHLEY locations. We've assured her the newly designed cupholder will take care of the current models overheating which poses a potential fire hazard. When we connected with the guest today, she requested a refund for her item delivered in 12/2022. We explained the manufacturer is not providing refunds and like any other recall, parts and labor will be provided at no cost. We are working to schedule her part replacement and will call her back as soon as we have a service date. 

  Customer response

  08/17/2023

   
  Complaint: 20463123
  
  I am rejecting this response because:I did speak with customer care today & she said the same thing as she did a month ago. She tries to talk over me & said I was being combatative. Hopefully they come through and right the wrong. I feel that they're just making excuses. I will keep you updated. Thank you.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From original purchase on 12-5-21 sales #******** To Management,We are writing to demand action regarding our warranty claim #******* that was originally submitted on June 22, 2023.The claim is for Rocker Recliner Draycoll *******. The chair's actual wood frame broke, which as our claim and various emails have stated is a safety hazard to Our Family and Guests. We have sent pictures of the broken frame as requested, in our email from 6-22-23.On July 8, 2023 there was a warranty technician that arrived at our home. To our dissatisfaction, the technician informed us they only came to assess and document the damage; They would return the following Saturday July 15, 2023 to attempt to repair, and if not repairable then we'd move to the next step.Regardless of the several attempts we've made via email and phone calls, we have heard absolutely nothing back from the technician or ****************** since July 8, 2023.After spending $17, ****** in furniture with the Ashley Furniture Store of Myrtle Beach and $6,561.42 in warranties to protect our purchases, this process and lack of care is completely unacceptable. Today we will be filing a formal complaint with the Better Business Bureau.We will expect an email confirmation that this message was received as well as written response from management to inform us how this will be handled.******************* ********************* Administrator of HTP, LLC ************ cc: ***************** ******************* President of HTP, LLC ************ cc: Ashley Furniture Myrtle Beach

  Business response

  08/02/2023

  We reviewed this guest's concern and found their warranty claim is being handled by Furniture Care Protection. We are apologetic their claim has not been processed in a timely manner and communication has not been up to Ashley's standard. We have forwarded this correspondence to Furniture **************************** team for review and were notified a Supervisor contacted them by email and phone on Monday. ASHLEY has been notified to process a replacement order for their rocker recliner. As soon as our warehouse receive the new recliner, we will reach out to set a delivery date. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased furniture from the Ashley store in person on may 22. Furniture was delivered the first time with visible scratches. We put in a claim and they sent ** new furniture. The new furniture arrived scratched. They also didnt order the side rails and foot board for the bed. They only ordered the drawers. In the mean time. They keep sending replacement drawers to our house. All of which are showing up scratched even though the packaging isnt damaged. Now I have to store these giant boxes until the movers come to deliver our replacement furniture. They have been to my house a total of 3 times all of these in which they either didnt have the correct stuff for replacement or the stuff they did replace has been scratched. At this point I want them to come get their furniture and refund my money. They are planning on sending yet again another shipment with furniture that I have to yet again take time off of work to be here for. Ive wasted enough time and money on furniture that clearly isnt going to be fixed by replacing.

  Business response

  06/29/2023

  Our team is very apologetic their experience has not met ASHLEY's standards. We've worked diligently to address their concerns with either parts or replacement units. Unfortunately, we cannot control damage that occurs during transit however our top priority is to take care of our guests. Our Leadership team connected with Mr. and **************** to further discuss their experience. **************** requested compensation for wasting his time and letting air out of his home during delivery which we offered $200 in Ashley gift cards, he declined and we opted to provide a monetary refund for his premium delivery fee, which he accepted.

   

  During our call today, we offered to override our store's policy and allow a reselection for another bedroom group equal or greater value. **************** is considering this option and will let us know how she'd wish to proceed. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i order furniture from ashley and was really bad and they gave me hard time to fix it or repalce it its been three months and they dont find any solution they keep promises me .....

  Business response

  04/25/2023

  We connected with Mr. ******************* and explained the warranty process, our initial plan to pick up the item and service in our warehouse. After speaking with Mr. *******************, we've agreed to complete a replacement order instead of servicing the broken frame and he is satisfied with or current resolution. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a new home and moved in in November so we were furniture shopping and finally decided on Ashley's home store to purchase. We purchased a dining set on December 3 of 2021 we were told by our sales lady that it would take 12 to 15 weeks max. Once we were past the 15 weeks we've been trying to contact Ashley's to figure out where the heck our furniture is at and every time we speak with someone it's delayed and then we get on a different date and then another date and then push back to another date and then another date. First can't get a hold of the store manager we get the lies. He has the worst attitude you would think his position was cleaning toilets. In April we spoke with Chris store manager and he advised it was delayed to June 27, funny because the rep we spoke to at corporate informed us it would be before me Memorial Day. We had to rent tables and chairs to host events on our new home with no furniture. finally got sick of the runaround we decided to cancel our order because we purchased a set elsewhere and we had it delivered same day. Now trying to cancel my order apparently will take several days. I've sent emails and left voicemails we've had it. I don't even want to arrange to have our bedroom set sent to us Beto do t believe they have all the pieces because they spoke to my other half said it was a complete set then tell me missing one night stand. I will never shop in this store. In fact I have $200 in credit I can mail back to them..

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/20) */ We hate to hear Ms. *****'s experience was below our standards and we will share her feedback with our Store Manager. Delays within the supply chain are beyond our control and we understand how frustrating the delays can be especially waiting to furnish a new home. As we explained to Ms. ***** all dates are tentative and subject to change based on product availability which is why we do not guarantee a delivery date until the items are in our local warehouse. We received her cancellation request and following up with our finance team to check the status of her refund. We will connect with Ms. ***** as soon as we have more information on her refund. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, when we purchased it was a 12-15 week wait that turned into a 7 month long wait with no furniture. My new home is irrelevant as we have been told on many occasions when we will have furniture and time has long gone past these "estimated dates" I also do not appreciate the attitude from this store manager. When I Called to cancel I was told the store manager has to review the order and approve cancellations. Now with this BBB response they have since changed a tone. Now it's we have to check with financing. How can this business call them selves a business by taking money and not producing and I have to be approved by store manager to cancel. Sounds like Ashley's more for a scam than a furniture delivery. I want a full refund issued by the end of business day today 7/21/2022. Or I call the police for theft! Give us our money back

• Initial Complaint

  05/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date 1/26/2022 Sales number XXXXXXXX Total on this invoice $6987.99 Estimate approximately 8-15 weeks for delivery we are still waiting on one of the end tables and lift top coffee table. (Please note, the people we bought this house from our friends and they have received a pop-up cocktail table that we ordered, our order was before theirs by several weeks. Have called several times sales person was Nick, we were told he was the floor manager always busy would not return our calls. We called customer care got several projected delivery dates but when that time came for delivery the date was extended. Our last call on this invoice 05/28/2022 we were told should be loaded on the truck June 12, 2022. Next Sales number. Date 02\15\2022 Sales number XXXXXXXX Total of this invoice was $3902.03 Estimated delivery still projected at 8 to 15 weeks. We are still waiting on the kitchen cart and upholstery stools along with an office swivel desk chair. Same routine have called and given another date for delivery. We understand shipping problems all over the world but when we suggest give us some thing out of your warehouse and exchange let's work this through..... nothing! 😩

  Business response

  08/01/2022

  Business Response /* (1000, 8, 2022/06/09) */ Good Afternoon, We are reaching out to provide the latest update on their order. We appreciate our guest's patience and understand how frustrating delays are. As the retailer, we do not have a stock room of inventory to fulfill their request. We have explained in earlier calls, the dates are tentative and subject to change based on product availability.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/21/2021 we went to the Ashley Home store in Myrtle beach at that time we purchased a king bed room set. The sales person Thomasina Watts told us the the Delivery would be 8-12 weeks but when we paid for the bedroom set the contract says the delivery would be 8-15 weeks delivery. Now we are on the 15 week of our purchased and we just told by Ashley Corporation customer service that the order has been delayed its unknow when the bed room set would be delivered . The sad thing is that they never called us we called them to find out what the status three week ago we were told every thing was still on schedule now on February 28 its unknow We paid $2,618.97 we would like a full refund we use two different cards to buy this Bedroom set and we have been paying interest for three months now for something we have never received.

  Business response

  07/10/2022

  Business Response /* (1000, 5, 2022/03/05) */ Please provide the name that the order was placed under. Our records show no sale for a ****** ***** and the phone number provided does not pull up any account. Thank You Consumer Response /* (3000, 7, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Karen R***** phone number XXX-XXX-XXXX Business Response /* (4000, 9, 2022/03/09) */ Hello, We cancelled the sale on February 28th and refunded the original method of payment the same day. Please have the customer to contact our local HomeStore at XXX-XXX-XXXX, if they have any additional questions regarding their refund. Consumer Response /* (4200, 11, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ashley kept our money for 14 Weeks at first we were told the order was on schedule and then we were told its been delayed and then the sales person told us that our bed room set was discontinued but we should come to store and pick something that they had in stock. bait and switch is against the law we will never be happy with the way Ashley treat us.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This has got to be the worst Furniture business on earth. They have a 1.4 BBB rating which is a need to close down by. I bought bedrooms sets last October and paid cash of over $3500. One set was delivered which was reasonable in time but the master bedroom set never arrived. I was told a month ago it would be in at the middle of this month February. When I call to check on it I was again told it will now be in on the middle of next month. Each time you call they have a lie to hand you. Seems like they are selling furniture in order to gain working capital in order to stay in business, when the customers complain they blame the manufacture. Who knows who they are. They are far from being honest and the type of business you want to buy from. I have been living out of boxes of clothing that was supposed to be place in the bedroom set. I am will to bet in March I will get another BS story on delivery schedule but then I will take the matter to court for Breach Of Contract and demand at total refund of over $3500. Don't be too surprised to see this to see this firm go chapter 13 before this summer and all customer will need to file a class action law suite to recover the money they paid and no product received.

  Business response

  07/08/2022

  Business Response /* (1000, 9, 2022/02/25) */ The customer has spoken with our sales manager and the customer said he will wait a couple of more weeks on his items. We apologize for the delays in manufacturing. However, that is a factor beyond our control. We provide all guests, the best ESTIMATED timeframes, however, when production of the item is delayed due to numerous factors, such as shipping container delays, we unfortunately have to pass that delay to the customer. We appreciate his patience and look forward to fulfilling his order as soon as possible. Consumer Response /* (2000, 11, 2022/03/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) IN ALL FAIRNESS TO MYSELF AFTER LIVING OUT OF BOXES FOR 5 MONTHS IT WOULD FOOLISH NOT TO WAIT ANOTHER 2 WEEKS,HOWEVER IF IT GOES BEYOND THAT i WILL IN FACT TAKE THE ISSUE TO SMALL CLAIMS COURT. a REFUND AT THIS POINT WOULD BE AN INSULT TO GOOD BUSINESS. ALL THE STORE HAD TO DO WAS CONTACT MANUFACTURE AND DEMAND THE SHIPPING DATE BE DONE ASAP. NEVER MIND SILLY EXCUSES.NO GOOD RETAIL BUSINESS ALLOWS ITS CUSTOMERS TO BE TREATED THIS WAY.i WORKED RETAIL MANY YEARS AND KNOW THE WAY THINGS CAN BE OBTAINED ASAP WHEN NECESSARY.i ALSO THINK THE SET UP FEE OF $200 SHOULD BE REFUNDED NOW PRIOR TO DELIVERY.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made an order for around $3500-4000 I believe on a new living room set. Was told would have it in 2-3 months that things were taking a while. Once we hit 3 months I started calling for updates. Always getting longer and longer and I have been nothing but nice I am mad at no one. Now I called and spoke with my sales rep about 2 weeks ago. He told me estimates all show for all furniture to be here 1/26. I was in shock. I sold my current couch online pending my order is here. No big deal. Now I called today, and the lady on the phone told me Mid March. At the earliest. Mid March. That's an INSANE amount of time. They took I think the tax off, but still at this point I want way more discounted if I'm expected to wait that long. It is so insane at this point. OR if there is some way for it to be here it's really crazy at this point. Thanks.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/02/01) */ Good Afternoon, We have connected with guest to apologize for the delay and explained our current challenges within the supply chain. Mr./Ms. ***** is aware of the latest load date and will continue to wait with additional compensation offered on today's call. Thank you, Kirsten

*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. ↩