ComplaintsforAshley Furniture Homestore

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashley furniture store of *************, ** sold me furniture on 06/01/20 and they keep delaying my furniture by saying different issues. The furniture I bought was suppose to be delivered first by 07/23/20. At first I received text updates and then that stopped. The salesperson and manager at first were very friendly but even that has stopped. I was told in August that all my furniture was ready except for the bedrails. Only the bedrails for my bed was on delay. I was given another delay date of 09/23/20. I was told by my salesperson and the manager of the store that I would be getting a call by now for confirmed delivery. They also told me that I was welcome to call the customer delivery number but to be aware that I would be on hold for at least an hour. This to me should be the job of the store that sold me the furniture. Not the customer. Today I have called the number since I have not received the call promised and after waiting an hour to talk to customer service I have been told that now the chest and bedrail for this bedroom suit is on delay until 10/01/20. I have waited over three and one half months for a bedroom suit for my granddaughter and I do not understand the reasoning behind this. Every time I have called someone gives me a different answer. I was promised by the salesperson in August that all the furniture was ready and on hold for me and all we needed was the bedrails. Today I have been told a different thing and another delay. The store charges extra if you cancel the order. They are charging $149.99 delivery charge that to me should be an automatic waive since a customer is having to wait this long for what was promised. I just want an honest answer on if the furniture is ever going to be available and I am going to receive my complete order before another three months pass. This furniture cost a total of $1250.75 including the delivery charge. Not a cheap price by any means for a twin bed, chest, nightstand, foundation, and rails. The salesperson that sold me this furniture could not have been more helpful when shopping for this furniture. Now the manager and salesperson are rude and just try to dismiss you. They should be the ones dealing with the delivery people and trying to resolve the issues with something that they have sold to a customer. They should not be able to put a customer off and tell them lies which is what I feel has been done to me. After waiting for over a month for what I was told only bedrails for this purchase and now being told another two week delay today is just not how a large chain furniture store should be able to get away with. My salesperson was *******************************. The address for the store is ***********************************************************************. and the phone number is ************. My sales order number is **********. I would very much appreciate any help you can give me in trying to find out when the complete purchase I have made is going to be delivered to me. The salesperson assured me in August that everything was done and on hold for me. All we needed was the bedrails which she also said she was going to check to see if one of the other stores would possibly have in stock. As I said today I have been told a different thing. Now the chest and bedrails are on delay. This purchase was made 06/01/20. October 1 will make it four months on waiting for my purchase. I feel I have been patient enough in trying to receive what I was promised. Can you please help me in finding out about my purchase and if it is not going to be available then they need to waive the cancel fee and let me go somewhere else to buy furniture that we are needing for our granddaughter. It should be the salesperson or manager of the store to resolve any problems that happen with a purchase for their customers. They should be on the phone with their own staff and making sure no customer is treated this way. Just be honest with your customer. That is all anyone should be wanting. Since the end of July I have been pu

  

  Business response

  10/27/2020

  We are so sorry for the delay and frustrating experience for guest.  Delivery has already been completed but I've requested refund of delivery fee.  Guest should allow 1-2 billing cycles to post to financing, depending on when statement cuts.

  Customer response

  10/27/2020

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
  

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