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Complaint Details
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Initial Complaint
03/21/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered furniture on August 7, 2021. I was told 12-16 for original delivery. At the end of the waiting period I called to see where my furniture was. They stated some of the furniture was in but not all. Waited a couple more weeks and called again. Informed they did not order the rails for the bed frame and could deliver the furniture they has and loan us a temporary bed frame. The was around December and stated the rails would be here in February. Called in February and was told by March 21st. Called to track the product again today and am not told they will not be here until April. This is almost 8 months and I am paying on my product I have not received. They have no sympathy for the situation and are in no rush to resolve that we don’t have our actual furniture we are paying for.Business response
03/22/2022
We are very sorry for the delays our customers are experiencing in receiving their furniture. We have been experiencing huge delays (a year or longer than normal) ever since COVID-19 slowed the economy in 2020. I looked up the original order and can confirm that everything (including the rails) was ordered at the same time. However, the manufacturer (Ashley Furniture) is having a huge issue in getting the rails manufactured and delivered. We are at the mercy of Ashley Furniture in waiting for the product to arrive and they continue to change/delay the shipping date on this particular item. We can only give the customer the information we have from the manufacturer. I wish there was more we could do. We have delivered everything but the rails and we provided a temporary solution with a box spring and bed frame so the customer could use their bed. As soon as we receive this product we, our delivery coordinator will immediately reach out to the customer to set up a delivery date.
Again, we are very sorry and know how frustrating this can be for our customers.
Sincerely,
*** *******k
Customer response
03/22/2022
[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 would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** *******
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.