ComplaintsforAshley Furniture Homestore

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a reclining loveseat and the extended warranty. I reported that the loveseat stopped working right. You can’t recline unless someone helps raise the foot rest and it doesn’t close without help from another person. I sent pictures of the loveseat trying to show the problem as requested by Ashley’s. I have reached out three different times and have done everything that was asked of me, but still haven’t received any word on the time frame for getting my loveseat repaired.

  Customer response

  06/20/2023

  Store address *** ******** ***** ********** *** ******

  Business response

  06/20/2023

  we have ordered the parts to fix the product and the customer has received them. The store manager and the warehouse has reached out to the customer to confirm that this step has been completed. Our technician coordinator will set up a date and time with the customer for the repair to be completed. This issue was already being handled by our customer care department. We will continue to work on this until it is resolved.

  Customer response

  06/20/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have the part but it took a few months.  Repair person called and wanted to come make the repair 6/22 but I can't do that day - has Dr.s appts.  Next time the repair person can get him on the schedule is the end of July.   Wants them to come sooner or pick up the furniture and refund the money. Regards, ***** ********* 

  Business response

  06/20/2023

  we are working very hard to resolve this issue. The customer is cussing at our staff and being very abusive. We have ordered the part and it has been delivered, we have had the tech reach out and try to fix it in 2 days and the customer cussed at him when he was not able to take that appointment and didn't want to wait until the next available one. The store manager is trying to reach out to get the porter from the location to be able to go fix it. The item the customer has is covered in animal hair and we are not able to take it back and offer a refund. The customer informed our customer service agent that he wants to give us a bad name. We are working very hard to make our customer happy. The customer needs to let someone come fix it. that is all we are able to do for him. 

  Customer response

  06/21/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I forgot to list the reasons I refused their resolution. First off they want to send a porter to repair my loveseat not a certified repairman.  Here’s the definition of porter “A person employed to carry luggage and other loads, especially in a railroad station, airport, or hotel” nowhere does it say anything about repairing furniture. My next reason is how do they know that there’s dog hair on my furniture? No one has been to my house to see the loveseat. The third reason is if they are so worried that I’m going to give them a bad name why didn’t they repair the loveseat before now. Plus AF has the habit of telling untruths. These are my reasons. I forgot something, the time the repairman wanted to come by was Thursday but I have appointments. I don’t see how you can call someone on a Tuesday for an appointment on Thursday. When I said I couldn’t do Thursday he told me the next available time was 7/27/2023. That would be more than a month away. So this situation would be going on over three months. Thanks for your time and help in this matter.  Regards, ***** ********* 

  Business response

  06/21/2023

  After speaking with our DOS, the customer has agreed to let the DM for the area and one of our facility technicians come to his home on friday to do the necessary repair to his furniture. 

  Customer response

  06/21/2023

  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, ***** *********

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a bed and was presented with the showroom model having two lamps. What was delivered was a model with one lamp in the middle. I was not informed of the difference between the showroom queen and the full size I ordered. Contacted the store and was told in order to get two lamps, two holes would need to be drilled and would leave a hole in the center. They refused to return the bed stating they have a no-return policy; even if what delivered is different than what is presented in the showroom. It’s a bait and switch; what was advertised is not what was delivered. Purchase was made at the ******** ** store.

  Business response

  07/13/2022

  thank you for contacting us. please let us know if we need to do anything further to resolve the issue.

  Customer response

  07/20/2022

  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 reimburse me for the repairs and then consider it resolved. Regards, ***** *****

• Initial Complaint

  04/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My wife and I purchased a dinette set to be delivered and assembled from Ashley Furniture at ****** **** ** ******** ** in September 2021. We were told it would be November before the bench would arrive. November came then they said February, then March, etc. Finally, after searching other stores we found plenty of these benches in *********** **. So we drove there and purchased one April 2, 2022. 7 MONTHS after we originally purchased it. We had to pay roughly about $110 more than the original one because it wasn't on sale there at this time. My wife went back to the ******* store and asked to be reimbursed for the bench that we purchased from the ********** store since the ******* store never did get us one when we originally ordered it. They refused to reimburse for the cost of the one we drove to ********** to get. $110 is not a large amount of money. But it is the point of how they handled the situation that frustrates us. It is not necessarily the difference in the benches that we asked to be reimbursed for. This amount is about 10% of the total purchase priced of the set. They could have offered a 10% discount for the time and inconvenience, or SOMETHING! They never offered ANYTHING AT ALL to compensate us for the time, frustration, inconvenience, the delivery and assembly that we didn't receive with the bench, etc. Not to mention the 6 hour round trip and the cost of gas to go to ********** to pick up the bench. And the fact that they kept pushing it back month after month for 7MONTHS. On top of this, the sales manager AND the district manager were both very rude about the situation. Neither offered anything at all to make it right. We will never shop here again. They can keep their $110. And we will inform everyone that we know about how terrible Ashley Furniture's customer service is after the sale. I'm sure that sharing this here and with our friends will cost them much more in $110 in lost sales.

  Business response

  04/13/2022

  GM reached out to the customer. customer doesn't want any resolution. 

  Customer response

  04/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response it not true.  Although the response from the business is not accurate and not true, I am not going to go back and forth over this.  They state that GM reached out and customer doesn't want resolution...this is not true.  GM reached out but REFUSED the resolution that was requested.  AND was very rude about it.  So, at this point, I don't want anything from them and will never do business with them again.  Regards, **** ***

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Been waiting over 6 MONTHS FOR A SECTIONAL. 6 MONTHS. **** ****** originally told us there would be a wait, which at the time was fine and expected ETA was ~2 months. Then turned into 3, then 4, then 5. Then it will be here in two weeks. STAY AWAY. GO TO ANOTHER STORE **** ****** **** **** *** ******** ** *****

  Business response

  02/26/2022

  the store manager has reached out to the customer and resolved the issue

• Initial Complaint

  11/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sale date 09/05/2021, customer ID **********, sales number ********, Ashley Home Store ******** **. Sales Person **** ****. Purchased Item ******* Swivel Glider Recliner/Ferncliff, Item ******* Sofa Chaise/Dorsten/Slate, added White Glove in home delivery Total $1588.37 including taxes. Per contact allow 6 - 8 weeks for delivery. On 10/31 received call that furniture should be in by 11/05/2021 and would be delivered 11/10/2021. Received information that furniture to be delivered between 2pm-5pm, upon calling to confirm was advised that they would be unable to provide delivery to door and setup since their truck would not be able to back up driveway. Refused to walk furniture to door. Per *****, could arrange something in possibly a month with a ******** *** or I could pickup items at local store; I paid for White Glove delivery if I wanted to pickup and put together my own furniture, I would have shopped at ****. The furniture being replaced had already been removed from house, additional month not an option. Requested refund, told by ***** to contact local store. Asked to speak to *****'s manager, was told **** ***** only has a personal cell phone and she would live a message. Called store 11/09/2021, spoke with ******** ********, Assistant Manager covering from **********, whom stated she would submit paper work to Comptroller, requested expedited 24-48 hours. Follow up on 11/10/2021 there was no information. Follow up 11/15/2021, spoke to **** at local store, filling in from ********** location, went through my request again, stated would check on this and return call. Today is 11/`17/2021 and I have yet to hear from anyone. Lousy Customer Service. A company that probably should be out of business. I have lived in many states and areas, I have never encountered such a lack of common courtesy anywhere. I am requesting an immediate refund of monies since the items paid are not delivered and at this time, I no longer want to work with Ashley Home Furniture.

  Business response

  11/17/2021

  the customer has disputed the charge with her bank and we accepted the chargeback. The customer needs to contact her bank about the status of the refund. 

  Customer response

  11/29/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have been in contact with my bank and they have not received any confirmation from Ashley Home Furniture on the dispute. It remains open, the business refuses to acknowledge. I continue to be extremely unhappy. And their comment, contact your bank is a way for them to continue to make false statements. Regards, ****** ********

  Business response

  11/29/2021

  Because the customer has opened a dispute of the charge with their bank and we accepted the dispute we can not refund at the store level. Unfortunately, the customer will have to follow through with the dispute they made with the bank. 

  Customer response

  11/29/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The previous response stated they had accepted the dispute that was filed with the Credit Card Company.  The credit card company has no response from the business of Ashley Furniture as they are still awaiting on their correspondence on the dispute.   Again it appears that Ashley Furniture may be embellishing their responses.  I will continue to follow up with my bank card but Ashley Furniture needs to respond to the disputed charges. Regards, ****** ********

*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. ↩