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Complaint Details
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Initial Complaint
07/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Delivery didn't happen, no calls returned, no refund received
Business response
08/08/2021
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ***** ******’s situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of Ms. ******’s concerns, we reached out to HomeStore Management. ***** received a delivery on 7/27/2021 and 8/6/2021.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
**Business response
11/11/2021
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this consumer’s situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumer’s concerns, we reached out to HomeStore management. The refund of the delivery fee invoiced on 10/25/2021 and can take up to 1-2 billing cycles to reflect on statements.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
ANCustomer response
11/12/2021
This has been going on for months and months, they keep saying the same thing, No refund has been received.Initial Complaint
07/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
After going to a local store and finding the furniture i loved, i was given an estimated time for my furniture was about 8 weeks. i was given about a dozen different dates in which Ashley would like to drop off furniture. At one point i had 3 deliveries all set to be delivered within the same week, constantly having me take work off for deliveries. Then i was told my sofa was pushed back by a few weeks, then it was estimated 4 months. every time i reached out to the store nobody would respond and when i reached out to Ashley corporate they would either hang up on me (about 7 times) or they would tell me they were calling the store & later reach me to tell me after several attempts they were unsuccessful. Escalation department told me she didn't know y the store hasn't reached back to me my case was assigned. She told me escalation would keep in touch and its now been weeks and i cant reach them. Escalation department told me once i received the sofa i could get reimbursed but i haventBusiness response
08/07/2021
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding ****** ********’s situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of Ms. ********’s concerns, we reached out to HomeStore Management. We reached out to ****** via email offering compensation for her experience; may have gone to spam.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
08/09/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I stated I think I am
entitled To more compensation than what was offered considering I received a damaged product, months of no response, paying a delivery and assembly fee for a product that was never assembled. That was last week and once again have yet to return my email.
Regards,
****** ********Business response
09/13/2021
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumer’s situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumer’s concerns, we reached out to HomeStore management. The consumer’s refund was processed on 9/12/2021 and applied to the original form of payment. We reached out to the consumer with this information via email as well as providing a copy of the receipt; may have gone to spam.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
09/14/2021
[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 is satisfactory to me.
Regards,
****** ********Initial Complaint
07/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a $3500 bedroom set back in October of 2020. We waited patiently for our delivery. Upon the first delivery quite a few pieces were damaged and we had to wait for replacement pieces to be delivered. The new pieces were delivered and placed in our room as we paid additional to have them deliver and place. The furniture was placed in our romm and upon inspection of the items (which the dresser and chest were against the wall) the front and sides appeared to be free from damage. A couple of days later the bed slat continued to pop out, we called the store who deferred us to the warranty company and then back to the store. We did this for about 2 months before that was finally resolved. Then when we were doing work in our room the chest was p;ulled out from the wall and the whole back was busted. We called the store, who deferred us to the warranty company, and back to the store. We cannot get any resolve or assistance. The former store manager advised us he would resolve.Business response
08/07/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding ************************* situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of ****************** concerns, we reached out to HomeStore Management. The Item was approved for an exchange. Contacted Customer by email; May have gone to spam. Item was delivered and successfully exchanged on 08/02/21.
Regards,
Ashley Furniture *********** ****
Corporate Office
BD
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Customer Complaints Summary
735 total complaints in the last 3 years.
159 complaints closed in the last 12 months.