ComplaintsforFurniture & ApplianceMart/Ashley HomeStore

Name: Furniture & ApplianceMart/Ashley HomeStore
Address: 2917 Business Park Dr, Stevens Point, WI, 54482-8839, USA
Telephone: (715) 342-2895

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Initial Complaint
04/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a four piece sectional and ottoman from Ashley Furniture on 6/25/23 in the amount of $3,898.00. A few months after having the sofa and ottoman I noticed some pilling on the couch. I used a sofa comb on it, but the piling kept returning and worsening. I contacted Ashley Furniture the first time on 1/2/24. I was told from the store representative *************************** that this was not normal and to contact Ashley corporate. I contacted them the same day and was connected to a rep who asked me to text her pictures of the couch and all of the manufacture tags, which I did. A month went by and I reached back out looking for answers. I was told there was still no answer. I reached back out again and was told that this was normal wear and tear on a couch that was 6 months old. I asked to speak with the manufacturer myself and was told that was not possible. My husband went down to the store back in March of 2024 and asked to speak with the manager. He spoke with ***** the store manager who told us to call corporate which we had already done. She told us someone from corporate would call us that day and no one ever called. I reached back out to Ashley corporate again today and was told there is nothing they can do and they are standing behind the manufacturer who said it is normal wear and tear. We also purchased a warranty on this couch for an extra 4 years. The warranty is on the receipt and they are saying they also can not find the warranty we purchased and do not believe this would be covered under that warranty. I am asking for help in getting this resolved- this company is beyond frustrating and has zero care for their customers.
Business response
04/24/2024
Thank you for reaching out to us. We appreciate you bringing the customer's concerns about pilling on their sofa to our attention.

As we previously mentioned to the customer, pilling is not covered under the manufacturer's warranty, so we are unable to offer a return or exchange. We want to be clear about our findings: the different color of the pilling compared to the sofa suggests that it may have been caused by a darker throw blanket, as seen in the photos the customer provided to us.

To assist, we also sent the photos to the vendor for their review, and they reached the same conclusion. Pilling is not considered a manufacturing defect and therefore not covered by the warranty.

If has any additional documentation from the manufacturer indicating a different stance on this issue, please let us know. In the absence of new information, we consider this matter closed.

F&AM
Customer response
04/24/2024
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.

As you can see from the attached picture this is not pilling- this is the fabric fraying and has nothing to do with a dark blanket being on the ottoman. As for the couch no blankets have ever been on it and it is pilling terribly. If this is part of the normal wear and tear this should be noted to the customer when purchasing. The entire couch is fraying like the picture shown, not pilling. I would like someone from your company to come and look at the couch themselves and give us their opinion. If you bought a couch and after 6 months it looked like the picture shown, you would be very unhappy with your purchase. We have bought furniture from Ashley in the past and have been satisfied with our purchases, other than this one. Due to your lack of commitment to stand by your products we will no longer be purchasing from you and will continue to socialize your lack of customer service and that you do not stand behind your faulty products.

Regards,

*****************************
Customer response
05/06/2024

Thank you,
****************;
---------- Forwarded message ---------
From: ************************ <customerservice@reguardprotection.com>
Date: Thu, Apr 25, 2024 at 4:28 PM
Subject: CaseID: ***** - Case ID :***** // Contract not showing on PCRS. tech team case 24609
To: <******************>

Hi ********,

This is *** from Regaurd, Hope that you doing well today.

We appreciate you requesting for an update on your case. As of today contract is still not showing on system. We are still working with the tech team regarding this. Rest assured that I am personally monitoring your case, from time to time to check if contract is already uploaded in our system.

Once we got response from tech team, we will inform you as soon as possible. Please keep your line open and monitor your email for updates.

Should you have any further questions feel free to reply on this email.

Thank you,
***

From : ******************
Sent : Thursday, April 25, 2024 5:27:54 PM
To : customerservice@reguardprotection.com
CC :
Subject : Re: CaseID: ***** - Case ID :***** // Contract not showing on PCRS.
Hi ***,

Any updates on when someone can come out and get the stains out of the ottoman and look at the fraying that is happening?

On Tue, Apr 23, 2024 at 4:38 PM ************************ <customerservice@reguardprotection.com> wrote:

Hi ********,

This is *** from the ************************ Team.
Thank you for sending us the needed photos of for it to be forwarded to tech team. We will reach you out or give update through email once we be notify by the tech team
We may require additional information, please monitor your email for updates.
Should you have any other assistance needed, please do not hesitate to reply to this email or call us at **************.

Thank you,
Your ************************ Team

From : ******************
Sent : Tuesday, April 23, 2024 6:16:27 PM
To : customerservice@reguardprotection.com
CC :
Subject : Re: CaseID: ***** - Case ID :***** // Contract not showing on PCRS.

This is JPG format.
On Tue, Apr 23, 2024 at 4:08 PM ************************ <customerservice@reguardprotection.com> wrote:

Hi ********,

This is *** from Reguard. I Hope this email finds you well.

We received your email with the attached sales invoice. However, it is in an unreadable format and we are unable to open it.

Kindly resend the copy of your sales invoice in JPG, PNG or PDF format so we may forward it to our technical team for validation.

Should you need any assistance, please feel free to reply to this email or call us at **************.

Thank you,

************************
Business response
05/20/2024
We apologize, but we have no affiliation with any company named Reguard, so we were unaware that the customer was working with them. We do see that they purchased an extended "accidental" warranty through Furniture Care Protection. They will want to read the terms prior to submitting a claim. They can be found on their contract as well as contact information.
F&AM

Customer response
05/20/2024
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 apologize the warranty was purchased on through *** and you can clearly see the attached receipt that the *** extended warranty was purchased and paid for. THe *** originally said like Ashley is saying that it was not purchased, which was then proved wrong through the receipt attached. The *** warranty is sold as any stain/damage is covered. When the company looked at the photos ***** told me because there was more than one stain on the ottoman it was not covered. Also mentioned that the fraying on the ottoman was normal wear and tear. Ashley and their warranty is a joke. We were told that any stain is covered and now the fraying nor the stain are covered or going to be taken care of on a couch that is less than a year old. We will never be purchasing anything from Ashley again and will make sure to never refer anyone to them again. They sell a product and then refuse to stand behind thier product and warranty.

Regards,

*****************************

Initial Complaint

04/12/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Please see attachments.

Business response

04/26/2024

Please review the attached document the customer submitted with this claim, which outlines that we are not responsible for the floor damages. We consider this matter closed.

F&AM

Customer response

04/29/2024

Ashley continues not to accept any responsibility on their part for the faulty product and damages to my floor. They also did not even acknowledge that the situation was handled poorly from the start to finish. I spent hours and months on the phone trying to get someone to help me resolve it and I got nothing. I got excuses. Ashleys response was basically look at what I sent them and they arent responsible. It was quite frankly a cold and unfriendly response.

Ashley wants to place all the blame on me it seems instead of offering at least some resolution. And this isnt the only issue Ive had either - this is just what Im asking resolution or help on. Both bed frames we purchased had faulty parts/issues that had to be corrected. I was not given the extended warranty on the other bed frame because I was not shared the correct info. Absolutely ridiculous!

I will never ever purchase another item from an Ashley store, nor will I not recommend to others, should this issue not get resolved.

Regards,

***************************

Initial Complaint

04/08/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

In January of 2023, we purchased a table from Ashley Homestore - *******, ** East. We wanted a specific type of table that the sales person claimed did not exist so we settled on a less fitting table for us. It turns out, the sales person lied to us, and the type of table we wanted DOES exist (and has since prior to us visiting the store), but they just did not sell it at that store at that time. To be clear, the sales person did NOT say they did not sell it. He DID say that it literally did not exist anywhere. By the time the table was delivered, we had discovered the type of table we did want did in fact exist. Also, the table was delivered damaged. We tried calling to return the table everyday for the first few days then every week after that, and each time we were told that someone would have to call us back. When someone finally called us back over a month later, we requested a return, but we were told that we could NOT return the table because it was outside of the return window (despite us calling within the timeframe of even less than 24 hours, they were going off of when they returned our call, not our first attempt to return). We settled again, to have them replace the damaged table to at least have a not damaged item. The replaced the damaged table on April 24th of 2023.On March 30, 2024 we went to expand the table and discovered the leaf of the replacement table was also damaged. Three of the four screws holding the leaf to the table and essential to the leaf's function were completely broken. I called Ashley again to talk to them about the damage and discovered that the initial salesperson has falsely filed our purchase as on online order so I had to be transferred to the online customer service people, and again left a message. Now, they are saying the table is outside of the 1yr warranty and will have to be repaired under the extended warranty we purchased. I just want my money back, and the terrible table and its chairs our of my home.

Business response

04/12/2024

The manufacturer's warranty, which covers defects for a year starting from the delivery date, was provided to the customer at the point of sale. Please review the timeline below. Unfortunately, we are unable to offer any refunds to the customer.

Original Table:
1/31/2023 (Manufacturer's 1-year warranty begins on delivery date)
Claim Submitted: 4/6/2023
Exchange Approved: Despite the customer being outside the ***** notification period, an exchange was approved on 4/6/2023. The warranty period remains unchanged from the original sales date, 1/31/2023.
Claim for leaf issues on 3/24/24, however the 1-year warranty for manufacture defects expired 1/31/2024

We consider this matter resolved. However, they do have an extended warranty that includes "accidental coverage", which they can check to see if their issue is covered.

Customer response

04/13/2024

The businesses response in no way addresses their shady business practices (lying sales people, poor customer service, misentered sales, etc.). Particularly, they have yet to address that fact the we tried to return the table when it was first delivered (the original table, not the replacement), but they did not return our call until outside the return window. They then refused to let us return it since it was outside the return window, despite that we had attempted to start the return within the given return window.

With the service we have been given at Ashley, we feel that their sales reps with purposely lie to get the sale in any way they can. Additionally, we feel that Ashley purposely did not return our call until we were outside the return window to have an excuse to not process the return and take responsibility for the poor products and unethical actions.

Furthermore, the letter the business has sent offers no response on there part to the matter at hand and offers no actual solutions that they will implement.

Regards,

*************************

Business response

04/15/2024

We recognize the customer's concerns regarding the table. We understand they are dissatisfied as it's not the one they originally wanted, but they did purchase it. When an issue arose, we promptly addressed it with an exchange even though we did not have record of them notifying within 3 days. The matter from 1/31/23 was subsequently resolved and closed.

Given that it's now beyond the 1-year warranty period, we advised them to explore their extended warranty options to see if their leaf may be covered. They can easily do this by calling them if they do not have reference to what is covered.

F&AM

Customer response

04/15/2024

The business is not addressing that we only purchased this table because their sales staff blatantly LIED to us. Had we not been LIED TO BY THEIR SALES STAFF, we would not have purchased this garbage table set.

Additionally, I called the business the SAME day the table was delivered to inform them of the damaged items and request a return. The business did NOT respond promptly as they are falsely claiming. They didn't call us back for weeks despite us continuing to call multiple times.

The only reason the business would have no record of our attempts to contact them would be if they deleted the attempts to continue their pattern of lying to anyone they can.

This business is made up entirely of poor service and lies. We want our money back. Nothing else will reach an end to this complaint.

Regards,

*************************

Initial Complaint

04/03/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

June 2023 purchase couch loveseat and recliner. They are not making good on the one year warranty. Had the service team at my house 6 times to fix the couch and it's not fixed. The stitching is coming apart and they replace the couch with a new one and the stitching is doing the same thing. Know there telling me that it's not covered under the warranty. I need help

Customer response

04/04/2024

**SEE ATTACHED DOCUMENTS**

Business response

04/04/2024

The customer's experience involves the "snagging" of decorative stitching due to "use," which falls outside the scope of warranty coverage. Although the customer describes the issue as appearing to come apart, this is not the case. We acknowledged the customer's frustration and replaced the item as a goodwill gesture, on a one-time basis at no cost to the customer, despite it not being covered under warranty. However, as snagging resulting from usage is unavoidable, we regret to inform that we cannot provide further servicing on this matter. The manufacturer also reviewed all information and denied it as a defect.

We consider the matter resolved and closed.

F&AM

Customer response

04/09/2024

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 read what F&AM wrote. It is not a snagging problem it is a stitching do to loose stitching on the seams. The company said they replace it once as a goodwill gesture but that's not true. The first couch they replaced it twice and then replaced the couch with a new one. the 2nd couch they replaced it once. The warranty claims to cover seam slippage which this is with loose snitching. The repair man that came to my house 5 times said this stitching should be covered under warranty. I am getting the runaround from this company. They are taking advantage of Senior Citizens. I have all the text messages of the whole process from the beginning.

Regards,

***********************

Initial Complaint

03/19/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

We purchased a dining table & 6 chairs from Ashley 3/10/2024. We picked items up 3/15/2024. 4 chairs were assembled. My husband assembled the table that evening and there were several scratches and ***** on the table and the 4 assembled chairs rocked/uneven. I contacted our sales person ***************** at Ashley Furn 3/16/2024, she gave me the number to service and they were closed. I left a detailed message. Woman called me 3/18/2024 at 2pm. Told me chairs were self-leveling and she could have a tech come out 3/29/2024. She requested pictures of scratches on the table which I sent within the hour. During the conversation I told her I just wanted them to pick the set up as I was very dissatisfied with the service on a BRAND NEW OUT OF THE *** set that arrived damaged. She told me I was within my rights to request a return within 3 days but couldnt authorize said return until I provided the pictures and then there would be a 20% restocking fee on a set that arrived damaged!!! Why should we have to pay a restocking fee on something that arrived damaged?? My husband attempted to level the chairs, he did 1 and when he turned the 2nd chair over, it was actually broken. Took a picture of the ************ that. She responded 3/19/2024 that they would order a new chair frame and tech would install that on 4/16/2024. No mention of table. So far we have to live with a defective table and broken chairs for 30 daysfurniture that is BRAND NEW. I dont want it, I want them to pick it up, NO RESTOCKING FEE and full credit.

Business response

03/20/2024

After reviewing the customer's order we do see that they were approved for an exchange of the table. Thank You

Initial Complaint

03/18/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

9/3/23- ordered 2 custom couches. flex steel model **** power reclining sofa with power headrests and lumbar. style 2810-62L. cover ******. Total $6,116.89 11/12/23- delivered both couches delivered broken on right-side-facing. Looks like both couches were transported on the end standing up and they were broken. Footrest were not able to go up or down. You were able to see a big space between that section of the couches...both couches the same. Delivery men agreed both couches were broken. They said they could not do anything about it, called in and reported the incidence and gave me a card to call for repairs. I was told it was no longer the stores' responsibility but the repair company that takes care of warranties. It was now my responsibility to get it fixed. I never even sat on it yet and it was broken. 11/13/23- went into Furniture and Appliance Mart in Marshfield, looking for help. The salesperson ******************* who sold us the couch pretty much ran to break room, never saw him again. Store manager said there was nothing she could do. Item was sold. Gave me another business card to call. 11/29/23- **** technician came from *********** to fix couch. First time somebody came to see the couch. They relied on my photos that I sent to warranty company to decide what was wrong. He replaced the mechanisms on both right facing sides of each couch. There no longer was a big gap between the couches. Did not fix the problem. He said he didn't know how to fix it so he would recommend replacing the motors. 12/20/23- *** technician came to replace the motors. Footrest and headrest both still go down at the same time on both. He ordered 2 more motors. 1/4/24- brought motors but did not replace. He said it wasn't a motor issue. 1/19/24- *** technician came and did nothing. He said it needs ********* that were never installed when they replaced the mechanisms. I texted the chatbot-person in charge of setting up the repairs. She gave a $75 gift card for there furniture store. I am upset because every repair visit, I have to take a day off work every visit and be sure I am home all day. My time is worth more. 3/11/24- Bram technician arrived. He didn't know what to do. Each time a technician arrives I have to tell them what the last person did and why he is there. **** wanted to replace the GOOD sides of the couches. He said he needed to have the left side mechanism match the right side that they replaced. He said they no longer make that mechanism that came with the couch. It is BRAND NEW. I told him not to touch the side that works. Common sense. He didn't do anything and he did not say what they are going to do to fix it. I texted the chatbot ***** who texts me updates and when a technician is coming. Her number is *************. I paid $2000 with my **** and financed through the store ***** Fargo $4,116.89. Items were paid in full on 1/19/24.I attempted to email Flexsteel. No reply. Tomorrow I am contacting my Chase **** card and ***** Fargo.I like the style of couch. I really like the fabric. We just built a new house and I searched hard for these couches. They are not cheap and I feel they should work 100%. Both couches the head goes down when the feet go up!!! That is not how the display couches worked. I feel very disrespected. they make me feel like this is my problem....they are brand new. Never worked from the day I got them. I bought 8 appliances, a $2,000 mattress and two couches; roughly $16,000 Please help me find a resolution. I am so upset right now I am ready to pack them up and haul them back to the store. I want a refund at this point. I do not see how they are going to fix it....5 repairmen can't figure it out.Thank you for your help.

Business response

04/01/2024

We understand the frustration that arises from receiving products with manufacturing defects. We've been in contact with the customer to clarify that the manufacturer's warranty covers parts only. Therefore, we're offering a service at no cost to ensure the product meets specifications for intended use.

In accordance with Flexsteel's guidance, we've ordered their helper springs and bolts for installation on the Right-Side-Facing recliners. These parts were ordered last week, and once they arrive, our service team will coordinate with ************** for installation.

Regarding the issue of headrests falling back, it appears that the tension from the helper springs may affect the level of resistance in the back of the chair/headrest, based on how the parts are connected. Flexsteel has provided the following image to our service technicians for reference.

We would not be able to offer a refund under the warranty so we will need to continue with service.

Thank You

F&AM

Customer response

04/07/2024

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 been in contact with Flexsteel and Ashley Furniture and Appliance Mart headquarters, but have yet to have my furniture fixed. The woman I am communicating with at main headquarters is very kind. She said her hands are tied with getting parts. I don't know how many more parts they can try on the couch. I was told a refund or new couches is not an option. Really?

I filed claim with BBB on 3/18/24 and today is 4/7/24. I did not appreciate a response from retailer that the manufactures warranty only covered parts and not service, but they offered service at no cost to customer. No cost?? These are brand new sofas. Delivered broken. Never used and they are saying they are doing me a favor by not charging me service fee? That upset me the most. Never once did anybody say we will reimburse you for your time each time somebody comes to try and fix them (four times now). They clearly wanted to charge me for their time. I am no closer to having my couches fixed then I was when I started this process. I am not satisfied yet.

Regards,

***********************

Business response

04/08/2024

We empathize with the customer's frustration when encountering a manufacturing defect in our product. This outcome is never our intention, and we sincerely apologize for any inconvenience caused. We regret any misunderstanding stemming from the wording used, as it was never our intention to diminish the importance of the customer's time.

While the manufacturer's warranty covers parts only, we want to reassure the customer that we are committed to servicing the product at no cost to ensure it functions properly. We are actively expediting the parts ordering process to swiftly resolve this issue. Rest assured, we are taking every possible measure to rectify the situation promptly.

F&AM

Initial Complaint

03/18/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Purchase date 3.19.23, in store order, delivered to home by store. Order # *********. *********, ** location of Ashley Furniture. Fabric tears started approximately one month after receiving. ****** was ordered and not replaced until July 2023. Additional tears started mid to late February 2024. Called to report issues to seller March 1st by phone. Additional communication started via text. Pictures of new damage sent. Response was "After reviewing the photos you sent, this would not be a manufacturing defect. As this is caused by sitting on one side of the recliner instead of the center. If you would like to move forward with service, we can get you quotes on out of warranty repair." Recliner (aka ****** ********** are both less than one year old. Where I sit should not produce tears in fabric as shown in pictures. Nor, can I sit in the middle and reach the controls. Also, warranty does not require sitting in a certain position on the furniture in order to be a covered item. Tears were covered under warranty and replaced first occurrence and second they are now stating tears are not covered and still within warranty period. Would like full refund and they can pick up the furniture that has clearly failed. Will be happy to have refund reduced for cost of end tables even though the wrong color was ordered and shipped. Pictures included. Total cost of end tables is $550.63.

Business response

03/18/2024

o address the customer's concerns, we initially extended a courtesy service to replace a cover as we sought to determine the source of the damage. Subsequently, upon receiving additional claims, we requested further photographic evidence. Upon careful inspection, it became apparent that the issues stemmed not from a manufacturing defect in material, but rather from tears that were not present upon delivery. These tears were attributed to usage or possibly pet-related activity.
Despite our inquiries about potential pet damage, the customer denied any such occurrence, stating that pets were not permitted on the furniture. However, a photo provided by the customer depicted a dog in the oversized chair, suggesting otherwise. We understand the frustration that arises when materials rip, but it's essential to note that the manufacturer's warranty does not cover damage caused by usage as well as the return policy in which the customer signed states no pets.

Nevertheless, we remain committed to assisting the customer and are prepared to offer a quote for the necessary repairs. It's important to clarify that all costs associated with parts, travel, and labor will be the responsibility of the customer in this instance. Otherwise we consider this matter closed.

Customer response

03/21/2024

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.

After reading the warranty, the frame on the recliner (over sized chair) is still under warranty. I would like someone to contact me to get this resolved. The chair is still lopsided & makes a noise when pushing the power button to recline. I would also like a resolution to the seat where I sit being all lopsided as well. I have a hard time believing that the chair was made for the person to sit in the middle.

Regards,

*****************************

Business response

04/01/2024

As previously stated, the manufacturer's warranty specifically covers manufacturing defects, excluding wear and tear resulting from normal use by humans and pets. Given the information provided and the terms of the manufacturer's warranty, we regret to inform you that no resolution can be offered in this case. Therefore, we consider this matter closed.
Thank you,
F&AM

Customer response

04/01/2024

Normal use of the chair by humans and pets should not cause the frame of the chair to shift. I would consider that a manufacturing defect especially considering the age of the item. I want the oversized recliner fixed, replaced or refunded.

Regards,

*****************************

Initial Complaint

03/17/2024

Complaint Type:: Sales and Advertising Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Dear Manager,I hope this email finds you well. I am writing to address a disappointing experience I had at your Ashley Furniture store on March 17, 2024.On Saturday, March 16, 2024, my partner and I visited your store and identified an office desk that I was interested in purchasing. Although we did not make the purchase at that time, I returned to the store alone the following day, March 17, 2024, at 11:30 am, intending to buy the desk.Upon my return, I encountered a tall, white male employee with reddish facial hair who offered assistance. I explained that my husband and I had considered buying the desk the previous day but had opted to wait. I informed the gentleman that I had decided to proceed with the purchase, as per the arrangement made with the manager on Saturday.I was under the impression, based on our conversation on Saturday, that I could purchase the desk at a reduced price of $180 due to minor damages. However, the employee I spoke to on Sunday insisted on selling it at the full price. I respectfully requested that he confirm with his manager about honoring the previously discussed price, but he returned with a negative response.I pointed out that the desk was listed on your website for $319, and it seemed unreasonable to sell a damaged clearance item for the same amount. Despite my attempts to address the discrepancy and request fair treatment as a customer because his tone and attitude changed once I mentioned the word husband, me being a male obviously made him aware I was gay, that's when the employee's demeanor noticeably changed. His attitude became dismissive and uncooperative.I was astounded by the lack of customer service exhibited by this employee. His unwillingness to engage in a constructive dialogue or acknowledge the previous agreement left me feeling undervalued as a customer. I believe that customers deserve respectful treatment and consistency in pricing policies.I trust that this incident does not reflect the standard of service upheld by Ashley Furniture, and I hope that appropriate measures will be taken to ensure that customers are treated fairly and respectfully in the future.Thank you for your attention to this matter. I appreciate your prompt response in addressing this issue.Sincerely,*****************************

Business response

04/01/2024

We consider this matter closed. We did contact customer.

F&AM

Customer response

04/01/2024

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 was never contacted by anyone from Ashleys Furniture. I am shock the business would lie and state they spoke with me. You can call me at ************

Regards,

*****************************

Business response

04/01/2024

We do apologize the customer is correct. Someone from out management team has been trying to contact him without answer. We will pass along the number again to see if he can connect.

Initial Complaint

03/13/2024

Complaint Type:: Service or Repair Issues
Status:: Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

Negative numbers don't count unfortunately! We have been in person -back and forth- several times, even though we live 80 miles away, round trip. The reason for that is, NO ONE ANSWERS the phone; and after a month worth the phone calls, you might get a human voice that has all the wrong information. Our sales **** ********************** kept upselling us not only on the extended warranty but on the higher price models. We went so far as to go out of our budget and put it on credit for additional "savings and rebates" that never arrived. In under two years, we have attempted to get minor repairs handled with no success, months later the problem became bigger and our front load washer flooded our basement.We have over $20 something thousand dollars worth of ***************, sneakers, and rare football and classic car memorabilia...oh wait, almost forgot...Kodak moments that cannot be replaced!Store manager, *******************, could not go without being mentioned because it was him that after over a month of no success and damaged property, said he would personally "make it right". Well, making it right means you have two different third party warranty companies confused about who is supposed to process the claim. We finally got somebody from ******* to come "assess the problem" but that would be an additional 10 days. To be continued... Finally got a customer service rep that communicated with me and their "EPIC 3rd party" warranty and guess what the outsourced company (MAIN APPLIANCE IN ******* **) came in and made matters worse did not speak to us put a plastic piece on and now water is leaking from the bottom causing more rug damage and clothes. Just learned its going to take another 2 weeks to come back to "fix" it. I want a new machine or my money back. Horrible experience.

Business response

03/19/2024

Thank you for reaching out to us. Upon thorough examination of the order, we have noted that the purchase was Out of Warranty, which is why you have been in contact with your extended warranty provider independently. While we were not directly involved in the service process, we recently assisted in facilitating communication with the provider on your behalf. This action was taken in response to your reported difficulty in obtaining resolution from your extended warranty provider, which operates under a contract between yourself and the plan provider.

We have been informed that the service was carried out by another service provider, and we are pleased to hear that everything is functioning correctly as per your confirmation. Regarding any damages you may be seeking compensation for, we must clarify that we are not liable in this instance. Consequently, we consider this matter closed.

Thank You,

F&AM

Customer response

03/19/2024

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.

[Your first response was in correct and you did nothing and I mean absolutely nothing to help us resolve our damage machine until several complaints including this one! Youre a joke and you lost a loyal family! Teach your employees to follow protocol and not say whatever to just get rid of customers! Also store managers sitting on the job giving you the run around is a bad look! You are the very reason people are shopping online more and more! Ill never buy or step foot near Ashley anything. You should be ashamed of your cookie cutter corporate bs response! Im offended you actually took time to craft such elegant jargon. Never again

****** (in Care Of *************************) *****

Initial Complaint

03/01/2024

Complaint Type:: Service or Repair Issues
Status:: Resolved
The complainant verified the issue was resolved to their satisfaction.

Faulty product. made by Ashley Furniture *** The sofa recliner we purchased has the color or die coming off of the upholstery onto clothing. The reddish brown color has now come off the sofa and on numerous pieces of clothing. I brought the problem to the attention of the sales manager, *********************************** in person. She took pictures of the pants and sent in a claim on Feb 20th. Sent an e-mail with pictures of the manufacture tags to *****. Did not respond to the e-mails or phone messages I left on the 22nd and 23rd. On Feb 24th stopped in at the Furniture and Appliance Mart and asked ***** how the claim was coming, the reply was, let me know if you don't hear from Ashley *** by Tuesday the 27th. Another week has passed and is February 29th. The issue is not being taken care of in a professional timely matter.

Business response

03/14/2024

Our records show that the manufacture approved an exchange and it is scheduled 3/15/24. Thank You

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BBB Rating & Accreditation

A+

Accredited Since: 8/25/2022

Years in Business: 55

Customer Reviews are not used in the calculation of BBB Rating

Overview of BBB Rating

Contact Information

2917 Business Park Dr

Stevens Point, WI 54482-8839

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(715) 342-2895

Business hours

10:00 AM - 8:00 PM

Business Hours
Monday	10:00 AM - 8:00 PM
Tuesday	10:00 AM - 8:00 PM
Wednesday	10:00 AM - 8:00 PM
Thursday	10:00 AM - 8:00 PM
Friday	10:00 AM - 8:00 PM
Saturday	10:00 AM - 6:00 PM
Sunday	11:00 AM - 5:00 PM

Customer Complaints Summary

137 total complaints in the last 3 years.

39 complaints closed in the last 12 months.

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