ComplaintsforAshley Furniture Homestore
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Complaint Details
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Initial Complaint
01/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Date of Transaction - 4/25/2021 Total Amount Paid to Business - $4,297.08 Total Amount for Refund we are requesting to return bedroom set - $2,863.99 What the business committed to provide - Bedroom set (Headboard, panel bed/rails, footboard, two night stands, dresser) We purchased furniture back in April from Ashley HomeStore and were mislead/lied to about the delivery dates. The sales person who no longer is employed at this business did not inform us that there would be long waits/delays for our purchase, nor did he explain that this was a franchise store. I called the store in July to get updates due to no communication from our sales person. I was told that our furniture would be arriving by the end of August. I called back towards this timeframe and was then told the furniture was delayed again for a delivery date in October. I continued to call and the dates changed from October, to February, January and now May. The dishonesty that has been displayed at this business is appalling and unethical and I am requesting a full refund for the bedroom set that we have been unable to use for the last nine months. On January 15, 2022 I go to the store to speak with a sales manager Chris H*****. I explain my frustration, dissatisfaction with his stores services and the fact that lies are being told about when my remaining furniture should arrive. I asked for a refund and he stated he would only be able to take parts of the bed back but not the night stands or dresser. I further explain that I should not have to keep a bedroom set that has not been used considering that we do not have the entire set that was initially purchased. This sales manager was completely incompetent, talking in circles, not answering my questions and basically telling me there was nothing he could do and that we would need to call customer care to get a refund for the dresser and night stand. This business is scamming customers of their money for selling furniture they do not have in stock.Business response
07/08/2022
Business Response /* (1000, 5, 2022/01/20) */ We have spoken to the customer and apologized for the delay in production. As the retailor we are working with our manufacturer to get our items sooner, unfortunately, this item is still on back order. We have offered the guest 10% off her order, if she continues to wait or we will override and pick up the entire bedroom suite and provide a full refund. The guest has chosen to reach back out with her decision. Consumer Response /* (3000, 7, 2022/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I reached back out to Customer Care on 1/20/22 requesting that we receive our full refund back for the entire bedroom set. We are still waiting to hear from the distribution center regarding the scheduling of pick Business Response /* (4000, 10, 2022/02/01) */ Good Morning, We have connected with guest to schedule pickup on Feb. 05. Once returned to our warehouse, we will reach out to customer to initiate refund for the cancelled items.Initial Complaint
10/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 6/04/21, I purchased a Ashley King Size bedroom set to include a headboard, dresser and night stands. The total price of set was $1788.47. I was told that delivery would up to 6-12 weeks. On 7/14/21, I purchased the delivery package for the set. The total of this charge was $99.99. On or about 7/21/21 we received our bedroom set and staff from Ashley put it together. Approximately 3 days later the bottom left drawer did not sit on the tracks. Called the store, and sent out a spare drawer, and to date it still does not work. On Sunday, 10/12/21, I was sitting on the mattress and the entire left side as sitting, fell to the floor, away from the frame. Discovered the slats had detached from the frame to what appears to be only "staples" that hold the frame together. Immediately called the store, explained the situation, bed is unable to be used, sleeping on the couch with health issues. Went to store and told, "Maybe you should dip more into your wallet." No resolution to date.Business response
12/06/2021
Business Response /* (1000, 5, 2021/10/18) */ Hello, We serviced this customer's concerns on 10/15/2021. I have attached the photos of the bed rails that were resolved and the dresser was also replaced. I called the customer to verify if this complaint was filed before or after the service call. No answer and left voicemail.Initial Complaint
08/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am writing today with disappointment, frustration and anger. On April 17 my husband and I bought a 7 piece sectional from Ashley furniture in Myrtle Beach, SC. We were told at the time of purchase that our delivery date will be anywhere between 8 to 12 weeks but should be closer to 8. We are so upset that we even went into that store to buy anything as we still don't have our furniture and it's been over 18 weeks already. April 17th bought furniture with the delivery date to be an estimate of 8 to 12 weeks. July 10th- told 3 more weeks that only 1 piece is in July 31st- told 3 more weeks and to keep calling and no pieces are in so I know we are being put off with not investigation into our missing furniture. August 10th- Was told 2 more weeks and the Area manager was unavailable (Jim D***) Today August 23rd- Was told the delivery will be the second week in September making our delivery date go from 8-12 weeks to 21 weeks! This is unacceptable and we need to know where it is.Business response
10/11/2021
Business Response /* (1000, 8, 2021/09/02) */ This order has been canceled and refunded due to the delay in production from the manufacturer Ashley Furniture Industries. AS the retailer, we apologize for the extreme delay and cancelled the order without any penalty or fees.
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Customer Complaints Summary
13 total complaints in the last 3 years.
3 complaints closed in the last 12 months.