ComplaintsforAshley Furniture

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to Ashley furniture in Chillicothe, OH on December 7, 2023 and purchased a 3 piece sectional and ottoman. I asked the sales rep Maicie if I could customize the couch, because my house is shaped weird and it wouldn’t fit if I got the floor model. She stated all of their couches where so I told her I needed the chaise and other end flipped and she confirmed I could get that, I also wanted an ottoman but the color they had didn’t match and she said she could order it to match. During the check out process I double checked by drawing out the way I needed it to confirm that’s what she ordered and she confirmed. I was told it would be about 5-6 weeks and it would come, I never heard any update from her, so I called week 5 and they added another 2 weeks on. Once it finally arrived, it was the floor model I said I couldn’t have because it wouldn’t work and the ottoman wasn’t the right color! The delivery took it back. I went in and spoke with manager Dan and asked if I could cancel one end and just get a chaise for the other side too and correct color ottoman and call it a day so I don’t have to wait, he said he would check and get back with me the next day, I waited 3 days and after calling multiple times he finally answered and said he couldn’t do that so he ordered what I was orig. to get instead of informing me what was happening. He said it would be 2 weeks. It’s been a week and a half since then and still no update or communication from them. I finally got someone to answer the phone after leaving VMs and they told me it would be another 3 weeks from today! I’ve had to take off work to be there for deliveries and need to inform my employer ahead of time when I may need to be off for the SECOND time and they won’t give me any specifics. I got rid of my old furniture the day before the first delivery and I need what I’m paying for.

  Business response

  01/31/2024

  All of the furniture arrived into our Distibution center this morning 1/31/24 and we have scheduled the delivery for next Monday 2/05/24.

  We have a corporate trainer in our Chillicothe location working with our sales team and addressing the proper expectations of our guests. We have experienced phone outages every since the store opening where they did not work for 2-3 days at a time. Staff was encouraged to call from cell phones and text messages. We will correct this issue immediately and apologize for the lack of communication.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received a furniture delivery yesterday from this distribution center. The left side of the sofa does not work. The delivery driver told me the distribution center would send a new sofa and for me to call and let them know that he had included a note in his delivery there was a manufacturers defect. I called on 9/19 and was met with an aggressive receptionist. She stated they would never send a new couch and he clearly didn’t know what he was talking about. She stated she would send a new motor and then I would need to call to have a technician come install the motor. I told her this was unacceptable and I wanted a new sofa, as the delivery driver and salesman stated I would receive. She was extremely rude and told me that isn’t how they operate. I am requesting a new, working(upon delivery) sofa for which I paid. If they can not provide that, I am requesting a refund for the sofa.

  purchased from:  Ashley Homestore  *** ***** *******  ************ ** *****

  Business response

  09/28/2023

  an exchange for the sofa has been entered. The estimated date for us to receive the sofa is around October 13th. Guest will be contacted once received into our facility to schedule the exchange.

  Customer response

  09/29/2023

  [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,

  ******* ****

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a extended warranty from Ashley furniture. When it came Time to get my chair repaired they replaced parts but it was never truly fixed. The technician put in a note that the chair cannot be fixed anymore which meant I had to contact the warranty company. I've called the warranty company at least 12 times or more and they are refusing to help The last time I talked to them they accused my pets being the reason they could not repair the chair The lady was very insulting and said my cat litter boxes where the reason the chair couldn't be repaired I am a person with a disability. I am legally blind. I work for the government. I pay a cleaning service to clean my house every month. I take care of my animals and clean up after them. I called the local Ashley furniture customer service and they said they never indicated that the cat litter was the reason the chair could not be repaired The reason had to do with the wood. The technician did indicate that there were litter boxes in the house but that was because they have to notate that kind of stuff. Just to be clear the technician never put in his notes that the chairs could not be repaired due to cat litter boxes. Ashley furniture is refusing to help and the warranty department is just being unreasonable because they don't want to replace my chair like they know they have to. I don't appreciate them insulting me and making me feel like crap because I'm a pet owner. They won't even punish the person who said those awful things to me. As of right now the problem with my chair goes unsolved. I bought a warranty from a company that won't even honor the terms of their warranty. I feel taken advantage to the point where this is causing me severe depression. I feel like I've been scammed.

  Business response

  07/31/2023

  Guest is requesting a refund of his extended warranty. I have approved the refund for the warranty in the amount of $106.99 ( 99.99 + 7.00 tax)
  I have notified the Parkersburg location to begin the refund process.
  Thank You
  

  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13th I called the protection department and filled a claim with the Ashley protection phone number and reported my couch and love seat. They gave me 2 claim numbers ******* ******* They sent the stuff to fix the loveseat and they have never sent the stuff to fix the couch. I get the run around when I call. I was told that it was supposed to be delivered by June 2nd and it still isn't here. I called yesterday and the lady told me it was delivered somewhere and they didn't know where. There phone number is *** *** ****  The couch number is ******* The loveseat number is *******  Original purchase date was 9/25/2020

  Business response

  08/10/2023

  In response to **** ********* complaint:
  
  Sofa and Loveseat was delivered 10/02/2020 along with FCP extended warranty.
  
  3/16/23 we received a claim denial on the Loveseat from FCP stating that the claim was denied for cores/accumulation/ wear and tear. We went ahead and ordered new cushions and casings as a one-time courtesy.
  
  3/30/23 we received a claim denial on the Sofa from FCP stating that the claim was denied for cores/accumulation/wear and tear. We also ordered the cushions and casings as a courtesy.
  
  6/21/23 ordered seat back casing and seat casings to home for sofa.
  
  7/20/23 ordered new cushion/casing and back for sofa
  
  7/24/23 ordered new seat, arms back for loveseat.
  
  As of 7/26 all parts have not been received.
  
  We are still trying to work with the guest to remedy any issues. We chose to override the warranty denial and take care of in house. We will schedule our tech to the home once all parts are received.
  
  Customer is asked to call guest care at ************* once received to schedule service.
  
  
  Please let me know if you need anything further.
  
  Thank you,
  
  R** *****
  
  Guest Care Manager
  
  Providence Enterprises
  
  ****** ****** *********

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response 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.

  
  On July 20th I called and spoke to *** @ Ashley Furniture. She stated she was going to send a tech to the house to see what we had. She stated he was coming on Friday the 21st @ 1:30pm. He came and stated he didn't have what was needed. The arms of the couch and love seat, the back to the couch, the front bottom of the couch and loveseat, the middle cushion on the back of the couch needs sent and the couch sponge for the seats all needs sent. He left. Ashley sent the two seat cushions and the seat back for the couch a couple days later.
  
  I called and talked to *****. She scheduled the tech to come back on Tuesday the 8th of August @ 9:30am. She said to make sure it was all there. I told her I would. On Monday the 7th of August I got it all out and realized it wasn't all there still. There was no fabric to replace the arms and bottoms. I called back to Ashley and spoke to *** again. She said that there was never going to a replacement of the actual fabric covering the furniture and they couldn't send a man to spend 10 hours reupholstering the couch and love seat. 
  
  To go back to when I talked to ****** We spoke about waiting on the fabric for the arms and bottoms. I even commented on the time because she said it would only take about 2 hours to redo it all. I stated that they do it for a living and must could do it pretty quick.
  
  This entire time since March 13th there has never been one mention of a denial of the warranty claim. 

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

  Business response

  08/15/2023

  In response to the rejection, I am not sure what Mrs. Pittman is asking for. Her desired settlement states "delivery". Is she wanting delivery fee refunded?

  We are willing to service the units, but need the parts to complete which have been ordered.

  Customer response

  08/16/2023

  Better Business Bureau:
  
  In response to *** ***** of what I want. 
  
  I never asked for a refund or money of any kind.
  
  I want the couches fixed. That is what this entire thing started on March 13th was about.
  
  All the fabric to redo the couch and loveseat needs sent except for the back of the loveseat.

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

  Business response

  08/17/2023

  In order to resolve this case, we can order a new Sofa and Loveseat- expected to arrive mid- September and replace the 2 pieces. This will use the extended warranty for the replacement. The new product will carry a one- year manufacturer warranty on defects.

  Please let us know if this is satisfactory. I don't feel that the guest will be satisfied with reupholstering both pieces.

  Customer response

  08/21/2023

  Better Business Bureau:

  In repsonse to the complete replacement of the couch and loveseat to be sent to the house in mid September. That's fine. Thank you!

  Regards,

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

  Business response

  08/24/2023

  i only received confirmation from the offer to replace both pieces on 8/22. As stated previously, we overrode FCP's denial and have been trying to resolve with **** ******** Thus the warranty company has not been involved with the replacement process until we have acceptance from the customer. They will be notified of the exchange. I've entered the exchange for both pieces and we will contact **** ******* once both items have been received into our distribution center and are ready for delivery. I am currently at our Kingsport TN location and will be back at the Nitro distribution on Friday. 

  We are going to replace both items, but it will take just a little time to get them in. I am trying to give **** ******* the best possible options but she is not happy with any options that i am providing and seems like she wants to discredit my commitment.

   

   

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