ComplaintsforFurniture & ApplianceMart/Ashley HomeStore

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress from Ashley Homestore on October 5, 2018; the mattress had a 10 year warranty. The mattress ended up with dipping in the places where you slept. So I contacted them and they said it had to be verified by a technician and he came in July. The new mattress had a funny smell and it had a hump in the middle of bed. So technician came out again. Mattress was replaced. On the 3rd and current mattress had problems and we hadnt even had it for 2 weeks. So I messaged them and the technician came out December 13, 2021 He checked mattress and I got a message on January 14,2022 saying they were denying my claim because they accused us of sitting on the side of the bed too much. I told them this was not the case as the mattress had this lump in the middle and I sleep on my side and ind in course of the night I end up almost on the edge of bed because the lump in the middle wouldnt allow you to stay in the right place. I feel that they used this excuse to get out of honor the warranty.******* said when I explained this to him and sent photos that they would review the matter and get back to me. I got a message this morning saying they will not honor warranty. They have left me no recourse as to how to resolve this issue.

  Business response

  02/07/2022

  We have set the customer up for an exchange, we reached out to her last week and scheduled delivery for 2/8

  Thank you

  Customer response

  02/07/2022

  [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. 
  As long as my mattress is new and a pillow top. We will have no problems ; but if its a used mattress I will not accept.
  Regards,
  
  *************************
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing this complaint in hopes that something can be done to correct the abhorrent treatment and what I would now consider a case of theft by a local company with whom I have spent a large amount of money as part of remodel job. I have experienced numerous issues beyond the one that has prompted this ultimate need to file a complaint. But the final issue is likely going to require court action and a ridiculous amount of time beyond what Ive already spentwhich I intend to *** for as well as monetary loss.The main issue prompting my complaint is refusal to replace a defective appliance. I purchased the defective appliance as a new appliance. The purchase was made and paid in full back in December 2020. This company took my money OVER A YEAR AGO and now refuses to either refund my payment or replace the defective appliance. I have contacted them leaving messages and also spoke to a manager who stated that he could not help me but would forward my request to the appropriate manager who would contact me to resolve. This was over 2 weeks ago. I have heard nothing so I now deem this to be blatant refusal and theft of both my money and my property (my old stove which they took possession of). I completed the requirements on my end they were given minimum of 3 attempts to complete service calls to repair the appliance. The appliance still does not work properly. Its now time to take this action whether it be court action, prompt replacement of the defective product, or reimbursement for what was paid and return of my property that was removed.I can provide receipts/proof of purchase if needed.Thank you.

  Business response

  12/28/2021

  We have completed the service call for the customer in November and there are no further service tags open. If there is a further issue, they would need to reach out to schedule.

  Customer response

  12/28/2021

  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 have reached out to this business multiple times for the last month after they completed the final service call.  I have left voicemails and they do not reply.  I finally spoke to someone and was told that he was not the right person to handle the issue and that he would get my issue to the correct person and have them contact me.  This was over 2 weeks ago.  I never received a call back.  I am not able to get this resolved because they refuse to either respond to the messages or they simply ignore me even after a direct conversation.  I am at a loss.   I assume I need to get my attorney involved?
  
  Regards,
  
  ***********************

  Business response

  12/29/2021

  The customer will be getting a manufactures replacement

  Customer response

  12/29/2021

  [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

  12/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a house in Dec. 2019 and needed a washer, dryer, ********************* I went to Ashley Furniture & Appliancemart on Nov. 5, 2019 and purchased all 4 to be delivered on Dec. 14, 2019. I was told that they could not give me a better rate if I paid for them in cash. They said they were running a deal of 28 months no interest if payments were made every month. So thats what I did. Fast forward to almost 2 yrs later & all of a sudden interest is showing up on my ****. I was having my lawn installed, underground sprinklers, landscaping & tree removal in the summer so things were very hectic here. So when my statement came in July I didnt notice there was an interest fee charge. When I received my statement in November is when I first noticed it. When I called ***** Fargo who my **** was through, they told me that the promotional period was only for 18 months. Well Ashley ********************************** mart lied to me!! They told me 28months!!! And since when do you get a monthly statement with your set amount to NOT be the full amount you are required to pay. I have paperwork that I signed to agree to pay $4,104.06 for the appliances I bought! I am NOT paying any interest when they lied to me & did not calculate my monthly payments correctly!!! I want them reported & fined so that it does not happen to anyone else!!! Why would I pay DOUBLE for something jmwhen I NEVER missed a payment!!! I paid my account off in full of what I agreed to pay and I will NEVER do business with Ashley ********************************** mart!!!! I have spent thousands of dollars every year for the past ***** years and NEVER AGAIN!!!!!! I do not do business with dishonest businesses!!!!

  Business response

  12/07/2021

  Customer has been in contact with the selling location, the financing she signed with ***** Fargo was an 18 month policy. Stating " No interest if Paid in Full within 18 months with regular monthly payments. If the purchase balance is not paid in full within 18 months, interest charged to your account from the purchase date is a rate of *****%" The selling location provided the signed documents to the customer at time of sale and on her request before this complaint was filed.

   

• Initial Complaint

  11/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/25/2021, I Spoke to *****************, sales rep, & agreed on a purchase that included an adjustable bed frame & a Tempur-Pedic mattress only. I asked my ex-husband to complete the sale on 06-26-21 due to business conflict. The purchase was for our son who had undergone major surgery & needed support. Once the transition was done, my ex-husband purchased all ***************** had offered although I had clearly stated no. I asked regarding payments. She told me it was a quick credit check, not a credit card. The haphazardous delivery was late, **** & delivery had no remote control for the frame. I called & was advised to wait a week for remote. On July 23, I spoke to ***** manager & requested a full return. He denied the return of the ****************************** although contract granted a "******" sleep trial with a $199 fee. He said sale was final. I explained the frame was to support my son's health & was not working without remote. I contacted ***************** who claimed manager never told her of our call. She also informed us that all sales were final although this was not her original statement. She told us the sale was worry-free as we "had 30 days to return mattress" if it did not help my son. On 8-9-21 we scheduled a meeting with *****************. She gave us a remote from the floor and said ours was coming in a week. The remote was still not programmed to the frame. We went back. The store manager met us. He showed my husband a ******* video explaining how we can sync the remote to the frame. They told us our new remote would be at the store in a week. Is November 27, 2021, and no remote. I have called several time and contacted customer service. I was told this is a privately own store and other is nothing corporate can do. We are paying for an incomplete sale. They have passed responsibility from one person to another but the new remote we bought never arrived. We are paying for a sale that was never completed. Why are we paying for a full sale when they neglected to complete the sale.

  Business response

  11/29/2021

  We have contacted the customer and will be taking a new remote today 11/29/21

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, we ordered a rack replacement for our dishwasher. Wrong one was ordered we left it at the Marshfield Store and refused it. This was the end of September. They said our refund would be issued ASAP. Week went by nothing, we reached out, they kept delaying. Have texts to prove it all and a call from the store in Marshfield where we refused it, it wasn’t even a rack that would fit our dishwasher and we ordered the dishwasher from them. Told refunded. Never got. Told them they initiated on October 28 and it would be 7-10 days. 30 days have passed since originally told we’d have our refund, 19 days have passed they claimed, claimed as I do not believe them that they initiated a refund. We have not received it. They will not give us our money back. We don’t know what to do! They are horrible, dishonest, lack customer service, and are doing crooked things. This isn’t the first!

  Business response

  11/18/2021

  The money was refunded a second time this morning, attached is the electronic transfer of funds.

  Apologies for the delays.

  Business response

  11/18/2021

  Receipt is attached, check with your bank

  Customer response

  11/22/2021

  
  Very quickly thanks to you guys.  I cannot express how grateful we are for you. We were told in messages and calls for over a month they credit. This was so untrue.  They continued to say they credited us prior and then when you reached out they actually did. Thank goodness.  What a dishonest awful company. They were so rude too.  No fault of ours. 

  
  

  
  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,
  
  Scott Schiller
  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a dinette table from Ashley furniture back in April of 2021 along with the furniture protection plan through Furniture ApplianceMart. I called Furniture ApplianceMart back in Sept stating that the top of my table was now peeling and that one of my stools is very loose. That cant be tightened anymore. Now the second stool is loose. Furniture ApplianceMart requested that I send them pictures and an explanation as to what was wrong with the table for them to tell me it was covered under warranty and to call Ashley Furniture. It is now Nov 16, 2021 and I havent spoken to a manager. I have asked for a manager to call me, I have not gotten a call, until Tuesday Nov 9 a representative by the name of ***** called me and told me that I needed to call Ashley and to make a long story short I told her that I was not making any more calls because I didnt feel that it was my job to keep going back and forth between Ashley and Furniture ApllianceMart. ***** who was just a representative told me that I was going to call Ashley Furniture because there was nothing more that they could do. I then asked for her manager and she transferred me to her managers voicemail. I then received an email from *******************, who never called or addressed the rudeness of his employee or the inconvenience of this ongoing process then Ive been going through with this dinette table. Not to mention I also have a dresser that I purchased that has marks on each dresser drawer that he mentions in his email that I never addressed. I did address this matter in an email originally sent on Oct 27 claim *******. So, Im not sure why ************** isnt aware of this.Notes from FCP Warranty ;Customer has been told that they need to contact FCP with their issue with the dresser. They have NOT done that. The only thing reported to FCP was for a dining set, as seen below. Those issues were under the 1 year, so those have been scheduled for 12/8. (From ********************* email)So, I have two claims, one

  Business response

  11/18/2021

  Customer was communicated with in an email on 11/9/21 based on not understanding what needs to occur, we have no employees by name of *****. Secondly, customer is scheduled for the table issues on 12/8 and has again been told this is the soonest date for a technician. Customer was also informed on 11/9/21 that she MUST call FCP for the accidental markings on her dresser, that is the warranty company thru the policy she purchased. I have attached that policy again in this response. Until FCP is notified about the dresser, and they accept, we can not assist in that matter. We will service customers table and chairs on 12/8/21 as stated to her.

  Customer response

  11/22/2021

  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.
  
  This matter has gone on too long. And I think that Dec 8th is too long wait for someting that I complained about back in Sept. I also provided information regarding the dresser along with the claim number and when I sent the email. I also provided the name of the manager that I was transfered to *******************, ***** transfered me to this ****, Email from **** is provided below. It sounds as if I've been talking to two different companies, but at the end of the day Ashley gave me the number to call. Ast stated I have a claim open for the dresser, They can give me my money back for the table as stated in my first email. 

  
  

  
  

  
  

  
  

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

   

  I have received your message, as we have instructed you numerous times, contact FCP for the markings on your dresser.

   

  You are scheduled for 12/8 for a tech to work the table issues, service tag *********, this is the soonest available at this time.

   

  Notes from FCP Warranty ;

  Customer has been told that they need to contact FCP with their issue with the dresser.  They have NOT done that.  The only thing reported to FCP was for a dining set, as seen below.  Those issues were under the 1 year, so those have been scheduled for 12/8. 

   

  Any further needs or questions, feel free to contact me thru this email channel.

   

  Regards

   

  
  

  ******************* Director of Customer Care

  Boston **** dba Furniture & ApplianceMart | Ashley HomeStore ************************************************* (p) ************    (e) **********************************************

  
  

   ]

  Regards,
  
  *******************************

  Business response

  11/26/2021

  We are sticking with scheduled date of 12/8, there is a wait list and will follow up if a date becomes available sooner. No refund unlet it is unrepairable and deemed not caused by consumer, then warranty claim will fill the coverage

   

  Thank you

  Customer response

  11/30/2021

  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.
  
  [This is not acceptable. I would like for someone from Ashley corporate to call me since whomever this is that is representing Ashley Furniture is doing such a poor job. The service that I've gotten from this third party is just terrible. -And maybe Ashley Furniture isn't aware of this.
  Regards,
  
  *******************************

• Initial Complaint

  11/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sectional was ordered from Furniture and ApplianceMart on January 10th, 2021. $3000 payment was made with initial order. Delivery was to occur at the beginning of September, 2021. We chose to go with Furniture and ApplianceMart due to the high quality of customer service we received from S, despite a previous negative experience with the store. I received text message order delays from ********************************** Mart: 8/3/21 - New date: 9/10/21, 8/31/21 - New date: 10/1/21, 9/21/21 - New date: 10/15/21. After this text, I contacted the store regarding the delay. I was transferred to the customer care center, was told they couldn't help me and transferred me back to the store. Store wanted to transfer me back to customer care center. Spoke with manager. Was told they don't know why there's a delay as they don't communicate with the manufacturer, and they don't know where my furniture is. Was told I could reach out to the manufacturer myself, so I did. Received no response. Text on 10/8/21 - New date: 11/5/21. S called personally on 10/9/21. I expressed my frustration with the lack of communication and support. She stated that the majority of the sectional was actually in the warehouse, but they were missing one end piece. They had no idea why the end piece was missing or where it was. She was going to look into it and contact me the following week. That never occurred. Text on 10/26/21 - New date: 11/19/21. I responded that it was unacceptable. Call received on 11/9/21 stating that they could deliver what they had, and would later deliver the missing piece. I asked to confirm delivery and removal of old furniture, as arranged upon purchase. They said they would not remove old furniture. Spoke to different manager than last time - claims it was not marked and I'd have to talk to our sales person. He could not state where our missing piece was or why. Constant changing delivery dates via text has caused undue stress, affected PTO and impacted work schedules.

  Business response

  11/12/2021

  The selling location has worked with customer, we have added free haulaway, date combined per customers request of one delivery.

  Customer response

  11/13/2021

  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 spoke with the sales person I originally worked with, per instructions from a manager the day prior.  They were aware of my complaint at the time of my call.  The sales person did note that haul away services were now added, but made no comment on the removal of delivery charges.  The combining of the item delivery to be on only one date was not out of courtesy of the company, it was due to my lack of confidence in the company that I would ever see all pieces of my furniture, or have all pieces delivered without defect, if they were set at multiple delivery dates.  The new estimated date of furniture arrival is now December 10th, three months past the original planned date. This date is set with no solid knowledge of what happened to the missing piece of the sectional or whether or not it will actually arrive at that date. I am still requesting that delivery charges be reimbursed due to the continual hassle.  *********** has had $3000 of my money in advance, and other than the one sales person I have worked with, I have been met with very disrespectful and rude customer service, and clearly no ********************. 

  
  Regards,
  
  *********************************

  Business response

  11/15/2021

  Customer would have to work on getting any compensation on delivery returned. Customer financed order, so if they did return, it would be applied to ***** Fargo account

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Love seat delivered 4/23/21... they assembled, at 7pm same day I contacted them that love seat was lopsided sent pictures. They scheduled service for June 2021 , came looked ordered parts .. installed new parts September 22nd,2021 still lopsided and now makes a noise when reclining. Another service date to look at it is scheduled for 12/22/21. I have asked to speak to a manager 3x I get transferred to the store and asked to leave a message except I cant because it says there has been an internal error and the extension cant accept messages. I want a new love seat and not the run around , apparently my warranty is only good for one year and thats April to April but it wasnt even attempted to be fixed until September.

  Business response

  11/08/2021

  We will be contacting customer to do the product exchange, thank you

  Customer response

  11/08/2021

  [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

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,On March 31, 2021. I purchased a livingroom set for $3,972.50. Due to covid it was delivered May 19, 2021. When it was delivered the sofa was tore at the bottom which was repaired. On July 23, 2021 I made contact with my sale person. I explained to her the sofa was not the measurements listed on the site. The memeasurements on the site reported 94 width, 38 height, and 44 depth. These measurements are still listed on the site. I took the measurements via video and sent them to my sales person. Her response was that it included the pillows and provided me with customer care. I found the phone number and was not successful with speaking to anyone. I was also given the email. I was not successful with a reply.I love my livingroom set however, the size of the sofa is not what I paid for. I was even told by the repair guy flip the pillows. I want someone from the company to work with me to resolve this issues. I want an exchange for the correct size or a different set of equal value. Thank you.

  Business response

  11/08/2021

  Customer needs to contact the ********************** of purchase for resolution on sizing

  Customer response

  11/16/2021

  Hello,
  I have tried to make contact with them and has been unsuccessful. I would you the BBB to handle this. Their inattentiveness to my concerns is still going on. I did try to reach out to them again without success. Please assist with this matter or give them a deadline to resolve this issue. Thank you.

  Business response

  11/17/2021

  Consumers items are approved for return and will be picked up 11/20

  Customer response

  11/17/2021

  Hello,
  That day does not work for me nor did they disclose the amount that will be refunded.Nor did they disclose when the payment will be available for pickup. Can you please find out and if Sundays would work for a pick up. Thank you for your assistance.

  Business response

  11/17/2021

  customer is scheduled now for 11/21, payment will be refunded after pick up to financing

  Customer response

  11/17/2021

  Hello,
  I have enclosed screen shots of the financial contract paid in full.Please feel free to contact them directly confirming zero balance owed.The refund should be made out to me.The contract also show the correct amount. Please also once you have confirmation of zero balance when my refund will be ready for pickup. The 11/21 is find please disclose the time frame for pickup.Thank you again for your assistance.

  Business response

  11/17/2021

  If there is no balance the refund will be made in check in **** business days. If there is a balance due at finanacing, that is where the refund is applied.

   

  Customer response

  11/18/2021

  Hello,
  If you could please review the previous in reference to contacting them and the paperwork I submitted. The 5 to 10 days if you could please review that and supply it in a shorter time frame. Can you also please confirm the exact dollar amount? Please also list the time frame you never provided a time frame the items will be picked up. Once all this is in writing and reviewed an acceptance can be made. Thank you again for your assistance.

  Business response

  11/18/2021

  Here is the amount, once we verify pick up we submit to accounting, it *** be sooner than **** business days, but we have a holiday next week that *** impact that, thank you

  Customer response

  11/18/2021

  Hello,
  Please forgive my concerns with the company records and what was given to me. The company receipts that was provided are attached.I am not sure if you are reviewing them. If you could please review the cost of the furniture that is listed. This form is similar to the email I received from your company. However, it is showing "As is" next to discount prices. The correct amount that it should be is $3,972.50. Please forgive me the amount that you sent was not correct. I would like to resolve this very soon once the amount is corrected and the day of pick up of payment is confirmed. The time frame again please understand has not been sent for the furniture. Please review these concerns and submit your response and I will review and reply accordingly.Thank you again for your understanding.
  

  Business response

  11/26/2021

  The form shows as-is because its being returned to as-is status, attached are the three pieces that you paid for and the amounts are correct, the platinum care lit of $175.00  is non-refundable as is the delivery fees $129.95 that you paid. There is no further discussion, these are the pieces agreed upon and refunded including tax, which was $2787.75 as noted in attachment. We have rescheduled you for pick up on 12/4/21. If you fail to confirm this pick up, it will further delay the process, as well as could require you to make your own return arrangements.

   

  thank you

  Customer response

  11/29/2021

  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.
  
  [Hello, 

  I can not agree to the pick up 12/4 if you can 12/3 I will be home until 5p. I work a 2nd job on Saturday morning. The amount of the payment being refunded is $2,787.75? Please confirm this and a pick up day for the payment. I have enclosed the letter from AFF confirming zero balance. Once that is confirm and reviewed I can respond accordingly. Thank you again for your time and attention to this matter. I want to apologize I did get the email it was in my spam and pass the 4p response time. When you send it confirming 12/3 I will confirm pick up. Thank you.]
  
  Regards,
  
  Degusta *********

  Business response

  11/29/2021

  Scheduled for 12/4, amount is $2466.03 as stated with delivery fee removed

  Customer response

  11/30/2021

  [Hello, 

  If they can please be here by noon I have made arrangements for an adult to be here. However, only until noon will the person be able to stay. This will be very helpful if you can make this accommodation.]
  
  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,
  
  Degusta *********
  

*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. ↩