Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a leather set been bout 5 yrs now,it lights up . Approximately 7 months after I bought set, over 8 grand, the couch stopped working .I went back n fourth with their repair company about them coming out to replace the whole cup holder assembly, switch part of that assembly, they said that was the issue. It was horrendous dealing with the repair company so much that mgr ****** got involved, said it was ridiculous, i said who you telling.Finally after over a month , they *******)replaced the couch. I told ****** my concern was if this went bad so early, what happens when it does out of warranty? The tech that came out just to verify it was the switch/cup holder assembly said it’s a big issue with this furniture and has replaced a bunch.My response, GREAT .This furniture is maybe 5 years old now but still has tags on it. Don’t use it much .it’s in a secondary room . They replaced the couch , moving forward,THE FURNITURE NOW HAS A RECALL, lights can heat up and cause a fire .And the switch stopped working on the recliner.To add to it I called in for a repair on the recliner as IT STOPPED WORKING.maybe a yr ago ,When they called me about repairing it , I canceled it as it was working again .WELL NOW ITS STOPPED WORKING. When I got the recall , they said Ashley will call me and they said let them know about the switch . The never called !!!I only the repair company they subcontract with to pick from 2 dates , both a Tuesday between 8-12. I CANT DO THAT. I WORK !!! I need a Saturday, it should be when convenient for me not them .It was in a email and text I got from repair company So I called them. Girl was like the first encounter, matter a fact attitude and said your ticket was closed. I said what do you mean closed ? When ? She said bout a hr ago, because I responded I needed a Saturday , so they just closed the ticket . Here we go round 2. I bought 3 piece from Ashley, not the repair company. Sos# *******
  That number was with FSN.repair#excuse caps,pasted

  Business Response

  Date: 11/03/2023

  Mr. ********* was delivered his 3-piece sectional on 10/18/2019, please see attached sales ticket and delivery receipt. The sofa was exchanged as he stated, on 5/28/2022, due to damage. The recall on the sectional the customer purchased was issued by the manufacturer, Ashley Furniture Industries, as our stores are individually owned and operated. Affected customers were notified directly from AFI and were asked to register on AFI’s website for the number of cupholders needed to fix the issue. After registering with AFI, customers received a text. A copy of Mr. *********’s text is attached. The text was sent on 10/20/2023 explaining that the cupholder kits were being sent directly to his home and that he would be receiving a call from a third-party technician, Furniture Solutions, to schedule the installation. We understand the customer’s frustration with scheduling the third-party technician. Unfortunately, we do not have any control of another business’s scheduling department. It would be best for Mr. ********* to continue this matter directly with FSN. They should be able to work with the customer and his schedule. 

   

   

   

  from the desk of

  Sue Ruffing

  Audit/Dispute Resolution Dept.

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased bedroom furniture and the 5 year ******** ***** ******* ********* ********** **** on 7/26/21. Anticipated delivery on 9/7/21 and did not receive our furniture until November 2021 after we called and complained about not being delivered on time. They did refund the delivery fee. On 9/11/23 we came back from vacation and noticed the mirror had slid down drastically. The mirror was not properly placed and screwed in when assembled. We took pictures and filed a claim only for it to be denied and told by * **** ******** that it was the store’s responsibility to fix it because it was not assembled properly. We went to Ashley and they told us there was nothing they could do because our manufacturer warranty expired after one year of delivery. We have been back and forth trying to get Ashley’s people to fix it because they installed in wrong in the first place. Our only option is to pay for a technician to fix it. This is bad business! Why have a warranty that you purchase that won’t even send someone to assess the damage and fix it. And if your employees messed up on the install then you should want to fix it. We will never go to them again.

  Business Response

  Date: 09/29/2023

  The majority of Ashley HomeStores are individually owned and
  operated; we are ********************. *** ******* was correct that she
  purchased a ******** ********** ***** **** from an Ashley HomeStore on 7/26/2021,
  see attached signed sales ticket. All the items she purchased were delivered to
  her on 11/4/2021 in one delivery trip, as requested by the customer. Please see
  the signed delivery receipt with photos. The store *** ******* purchased from
  sold their business at the end of May, 2022. The *** **** is a ***********
  ********* **** used by the previous owner to protect the customer’s purchases
  from accidental damages. Decisions on what is covered are not made by Ashley Furniture,
  but by the ******** ********* ************ ********* ********. The information
  that the customer provides to ******** when filing the claim is used to
  determine if the claim is covered under the plan details. During the timeframe of
  this complaint being filed, *** ******* and other customers like her, have
  received a letter from us explaining how to best contact ******** ********* ********
  directly. This letter provided the customers the phone numbers and an address as
  a contact to help them with their questions and claims with **** *********
  ********. As *** ******* 1-year manufacturer warranty expired on 11/4/2022, she
  would need to contact ******** ********* ************ ********* ******** as outlined
  in the letter sent to her.
  

  Customer Answer

  Date: 09/29/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: We have already called the **** ********* ******* and they said that the reason the mirror is falling out of the dresser is because of how poorly it was assembled. They denied our claim we filed.Our only option is to pay $99+ to have a technician come fix it. No one wants to take responsibility for the poor work or want to fix it without charging more money and the pictures taken after install don’t show the back of the dresser/mirror. 

  
  

  Regards,

  
  

  *** *******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted the warranty’s department regarding the color coming off the leather on the couch. Sent pictures as requested and spoke to a **** *** with the warranty department ************ and she said that the warranty did not cover normal wear and tear. This furniture was $3000 per couch and less than a year old can you help

  Business Response

  Date: 06/30/2023

  Ms. ******** did purchase 2 power reclining sofas with
  adjustable headrests on 11/19/2022. She was delivered on 12/2/2022. Please see
  the signed sales ticket and delivery receipt with photos that are attached. The
  customer called our Warranty & Service department on 6/12/2023 to report
  issues with “discoloring” on one of the sofas. The customer was asked to submit
  photos of the issue to better understand the problem. Unfortunately, discoloration
  is not covered under the Manufacturer’s Warranty. This was explained to the
  customer on 6/20/2023.  The BBB complaint
  Ms. ******** wrote is dated 6/21/2023. In the meantime, the Service Department
  has been researching other avenues that may be open in helping this customer. They
  were able to obtain a credit for the customer for the affected sofa. The
  Service Department contacted the customer on 6/30/2023 to explain the process
  and is currently working with the customer to help her resolve her issue. 

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a coffee table and two end tables from Ashley in April of 2022. At the time, the salesman said he was throwing in a 5 year warranty with our purchase. We were not given a chance to review or reject this. We later saw we were actually charged $60 additional for this warranty, not given it as the salesman had suggested. The leg on the coffee table broke completely off within 6 months, and upon reaching out to Ashely customer service, we were told the warranty is done through a third-party (something we were not told about at the time). It has now been 6 months of calling Ashley, being shipped the wrong part (5 times), scheduling a technician to come out months later, just to not be able to fix the table because Ashley sent the wrong part AGAIN. We've been stuck playing monkey in the middle between Ashley and the third party. This coffee table has been sitting broken in my apartment for 6 months taking up space and there is no end to this nightmare. Ashley tells us whatever we want to hear to get us off the phone and this never gets resolved. I need a resolution to this issue or I will have to take legal action.

  Business Response

  Date: 05/10/2023

  Attached please find a copy of the customer’s signed sales
  ticket dated 4/10/2022 for the cocktail table, 2 end tables, delivery, 5-year protection
  plan and taxes. The customer received delivery on 4/15/2022, please see the
  attached signed delivery receipt with photos. On 1/27/2023, the customer
  contacted our Warranty & Service Department to report the issue of the leg
  of the cocktail table being broken, see the attached report. The necessary part
  was ordered under the 1-year manufacturer’s warranty and sent directly to the
  customer from the manufacturer. The customer notified Service upon receipt of
  the part and a third-party technician was scheduled to do the installation. The
  technician called to confirm the day of the service call on 3/8/2023. The customer
  stated that they were not home and that they received the wrong part, see
  technician’s report. The third-party technician billed us for the last-minute cancellation
  on the service call. Another part was ordered to the customer and, upon receipt
  of the part, an in-house technician scheduled. The customer confirmed the
  serviced date of 4/28/2023. The customer cancelled the morning of 4/28/2023.
  The customer was rescheduled for 5/4/2023 with the third-party technician. On
  5/3/2023 the technician reached out to confirm with the customer. The customer
  texted to cancel the service call due to the wrong parts being sent, see
  attached. On 5/9/2023, the Warranty & Service Department texted the
  customer requesting photos of the incorrect parts. Attached is the text message
  from the customer with the photos. The customer has been receiving the correct
  parts but is refusing service. We will honor the 1-year manufacturer warranty (which
  expired on 4/15/2023) for this specific repair of the cocktail table’s leg
  until 5/31/2023. The customer has a third-party 5-yr protection plan which can be
  utilize until 4/15/2027. 

  Customer Answer

  Date: 05/12/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: As you can clearly see in the photos I sent you, you HAVE NOT sent me the correct part. Instead, I have five of the wrong part which the service team cannot do anything with. This is one of the worst customer service experiences I have ever had, and I will be pursuing further action. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 05/12/2023

  As stated in the previous response, the customer’s 1-yr
  manufacturer’s warranty expired on 4/15/2023. We ask that he schedule a
  technician before 5/31/2023 and allow the technician the opportunity to evaluate
  and install the parts the customer has received. 

• Initial Complaint

  Date:04/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ******* **** bookcase bed set on 03/15/23 in store at 4663 River City Dr Jacksonville, FL 32246. Items delivered on 03/25/23 with broken/damaged headboard. Contacted customer service on 03/25/23, they advised to do an even exchange and was advised to go into store to alert them. Went into store alerted associate there, he advised to do an even exchange and submitted the request. Contacted by separate division on 03/29/23 requesting proof of damage and that they would not be honoring even exchange without proof submitted. Submitted photos and video evidence of damage to headboard. Went directly into store same day. They advised they will submit complaint. They contact on 03/30/23 to have me sign acknowledgment of even exchange.
  I have yet to receive my headboard and after numerous contact attempts and speaking with two supervisors, no one can tell me when my item will be delivered. This company has lied and provided false dates of 1 week, maybe 2 weeks each time I call; with apparently no way to confirm if it’s sitting in a warehouse or needs to be built. Who knew Ashley furniture doesn’t have a way to track their items and they don’t have anyone that oversees logistics.
  I paid for my item, you delivered it broken. It has been a hassle to get an even exchange and I still do t have my item or an expected delivery date.
  I want my item!

  Business Response

  Date: 04/14/2023

  Attached is a copy of the customer’s sales ticket dated
  3/15/2023. The items were delivered on 3/25/2023, see the attached signed
  delivery receipt. On 3/27/2023, the customer reported to our Warranty &
  Service department damage to the headboard. Pictures of the damage were
  requested to better evaluate the issues of the headboard. The customer visited
  to store wanting a replacement in lieu of repairs. The store manager granted this
  request and wrote the attached sale that the customer signed on 3/30/2023. On
  3/31/2023, the customer was sent a text message stating “we don’t have an estimated
  arrival date for the new furniture… Merchandise can take 2-8 weeks to arrive”, please
  see attached. The pandemic of COVID-19 has affected the supply chain and rate
  of production. Though shipping times are improving, there are still delays
  compared to pre-pandemic orders. We truly understand the frustration of the
  customer for waiting on the furniture. We do not like to make empty promises
  with dates changing daily on the ETA to the distribution centers by the
  manufacturer. When the item arrives from the manufacturer, the customer will be
  contacted to set a date for the exchange.

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a powered reclining sofa set in 11/2021 and it was delivered in early 2022. When I purchased it I was told this was the top of the line model and I paid almost $7000 for it. Within a few months of minimal use - as I live alone and am only home for a couple of hours in the evening, it started to make a squeaking noise. I called about the issue and they sent a tech who stated it was just friction with the leather and sprayed some lubricant. Within a few hours of him doing this the noise was back and alsos occurring on other moving parts of the sofa set so I had to call again. After several more calls the same tech came again and stated there wasn't anything he could do and this would be ongoing. So I went to the store at the St Johns Town center, where I purchased it and spoke to a manager, who stated he would send an email to the service department and I would hear back within 3 days. I waited over a week with no response and had to go back to the store again and spoke to another manager who stated he would send another email but that the tech had stated there wasn't anything wrong with the item. So I sent an email and a text to this manager with a video of the noise it makes when it moves - it's very loud! No response. Then we called the national number and spoke to the service manager, *******, who stated we would hear back in 48 hours but no response still. I am at a loss as to what to do now so I am filing a complaint. My previous sofa was also a powered leather reclining sofa (and about 1/5 of the price of this one) that lasted 11 years and never made any noise till the end. I am very disappointed in the quality of the product, although I like the appearance and the functionality. The total lack of concern about this issue is unbelievable! I need to resolve this issue as I can't live with the noise this sofa makes even though it's from friction - obviously it was made defectively and I paid a huge amount for it.

  Business Response

  Date: 01/27/2023

  *** ***** purchased a sectional and dining set on
  11/26/2021, please see the attached signed sales ticket. The customer was
  delivered her sectional on 1/8/2022, please see the attached signed delivery
  receipt with photos. The customer contacted the Warranty & Service
  Department on 10/10/2022 concerning the “noise” the Left Arm Facing Recliner
  was making when putting the chair in a reclining position. Based on the
  information the customer provided, the service department ordered parts that
  were sent to the customer’s residence directly from the manufacturer. A
  technician was sent around 12/7/2022 to do the install. When he arrived, he found
  that the noise the customer was experiencing was not mechanical but the rubbing
  of the leather when the chair was being reclined. The technician used a leather
  conditioner on the item and explained that an application of a
  conditioner/softener will need to be done periodically. Due to this BBB
  complaint, we have reached out to the customer to offer to send out the
  technician to do another inspection of the recliner. The customer has not set a
  date at this time for the technician’s service call.
  

  Customer Answer

  Date: 01/31/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  This is my response:

  We spoke to someone from Ashley on 1/25/23 and she told us that a technician would call to schedule a time to come out but we still have not heard from anyone.

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/01/2023

  *** ***** is currently scheduled to have a technician come
  to access her sofa on Saturday, 2/9/2023. This was the earliest date the
  customer was available.

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a mattress, paid full price $2,471.42 on 11/11/2022, didn't accept the first mattress due to poor visual look and strings all over it. Received another mattress within a week and after sleeping on it for three days it started to sink in the middle. I called Ashley furniture and opened up a case, twice. Ashley said ****** **** was to honor my warranty only to be told that Ashley was responsible. I do not want to get another item from this store, just want my money back. I mentioned that I am currently under doctor case due to a lower back issue and that's why I purchased a mattress. As of today 1/11/23, my health is getting worst and I can't afford to purchase another mattress without this refund.

  Business Response

  Date: 01/18/2023

  Please see attached a copy of *** ******** signed sales
  ticket dated 11/11/2022 for which she purchased the mattress only, as she planned
  to use her existing foundation. The delivery was complete on 12/13/2022, see
  attached signed delivery receipt with photo. The customer contacted the
  Warranty & Service Department on 12/19/2022 concerning the issue with the
  mattress “sinking in the middle”, see attached Service Request Report. Photos
  were requested from the customer, and have not yet been received. The service
  representative explained the process of the vendor’s Warranty Claim Forms needing
  to be completed and offered to mail her the packet. The customer refused the offer
  to be sent the Claim Forms. It is stated on the signed Sales Agreement section
  of the sales ticket, that “mattresses are non-refundable”. We are willing to assist
  *** ****** in the vendor Warranty Claim process if she will accept and complete
  the forms to show that the mattress is defective.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the beginning of December we bought a living room leather sectional from ***** at the Town Center location. the furniture was delivered On 13 December by two individuals who were very careless with it and my home. nearly knocking over our Christmas tree. upon uncartening we noted the foot rest was broken on one of the recliners. that recliner was taken back at that time. After the Delivery persons left my wife and i took a good look at the furniture. and noticed cuts and tears along the corners were it had been bumper and rolled on its way in the house also looked like posable knife cuts from unpacking.
  We immediately made a request for replacement over the complaint line and at the town center location. I also asked at that time if we could exchange the center console ( Also damaged for a 4th chare / recliner. I received a response VIA TEXT on 20 Dec, staying i could get a $249 discount and keep the furniture I had. Please NOTE I am Still missing one piece.
  I declined that offer. Again we visited the town center location, speaking with ***** I was assured everything was taken care of. we would get the damaged pieces replace a and exchange the consul. Today January 10 i get another text saying they will replace the damaged 4 pieces. will not exchange console for chair. What i want. 1 end recliner REPLACE, 1 Middle Recliner REPLACED, Consul Replace with a MIddle Chair. And the clock we also we promised. ALL AT NO ADDITIONAL COST TO ME. and I want it Yesterday!!

  Business Response

  Date: 01/17/2023

  We reached out to *** ******* to better understand the
  situation. An agreement was made to pick up his damaged items for a full
  refund. He scheduled his pick up for 1/20/2023. After the items are received
  into the distribution center, a request for a refund will be submitted to his
  financing company.

  Customer Answer

  Date: 01/17/2023

  [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 is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED A SECTIONAL AND PAID IN FULL ON 11/5/22 AND WORKED WITH **** ******. I WAS ABOUT TO BUY A DIFFERENT COUCH FROM ARHAUS (AS IT WAS IN STOCK AND COULD BE DELIVERED). I WAS PROMISED BY MY SALES REP AND STORE MANAGER (AS HE CONFIRMED WITH THE STORE MANAGER) THAT I WOULD RECEIVE THE COUCH GUARANTEED BEFORE MY HOLIDAY PARTY AT MY HOME (WHICH IS 12/16/22) - PROMISED THE COUCH WOULD ARRIVE AND BE INSTALLED BEFORE THIS DATE. I EVEN CAME BACK AND SAID PLEASE DONT TELL ME WHAT I WANT TO HEAR, I WOULD LIKE TO KNOW THE WORST CASE - THEY SAID IT IS NORMALLY 4-6 WEEKS AS AN ESTIMATE BUT WE KNOW IT IS AVAILABLE AND WILL BE IN MOST LIKELY IN LESS THAN 4 WEEKS. GREAT! I PURCHASED THE COUCH RIGHT THEN. WE ARE NOW AT THE PARTY WEEKEND 12/16/22. I HAVE CALLED MULTIPLE TIMES, THE SALES REP FINALLY ANSWERED AND SAID HE WOULD CHECK ON IT AND CALL ME BACK THAT DAY (THIS WAS TWO WEEKS AGO WITH ZERO RETURNED CALLS TO DATE). I FILED A COMPLAINT WHEN I CALLED ************ AND ASKED FOR THE STORE MANAGER TO CALL. NO CALL TO DATE. I NOW HAVE HAD TO RENT FURNITURE FOR MY PARTY WHICH WAS AN ADDITIONAL $1100 WHICH I WAS NOT EXPECTING AS I WAS PROMISED DELIVERY. ONLY ONE PIECE IS IN (THE CORNER PIECE) AND THE MAIN NUMBER (FOR DELIVERY IMQUIRIES) STATED THAT THERE IS NO WAY TO TELL WHEN IT WILL BE DONE BEING MADE (SO I FEEL THAT I WAS LIED TO AND IT WAS NOT AVAILABLE) NOR WHEN IT WOULD BE DELIVERED. THEY STATED MULTIPLE TIMES NOW THAT THERE IS ZERO ESTIMATED DATE FOR DELIVERY. THIS IS BEYOND ME. I WORK WITH FURNITURE VENDERS AND BUY WHOLESALE FOR MY COMPANY AND HAVE NEVER BEEN TOLD IT IS A COMPLETE UNKNOWN BY THE MANUFACTURER (WHICH IS ASHLEY - THEY MNUFACTURER THEIR OWN FURNITURE) I WANT A DATE FOR DELIVERY PROVIDED SO THAT I CAN DETERMINE IF I CANCEL MY ORDER OR STAY WITH IT. I DO KNOW THAT I WILL NEVER BUY FROM THIS COMPANY ASHLEY/HAVERTIES EVER AGAIN.

  Business Response

  Date: 12/23/2022

  Tentative delivery dates given at time of sale and are our
  best estimate based on the current information given to us from our
  manufacturer, Ashley Furniture Industries. This is noted in the Customer Sales
  Agreement, which the customer signed and is part of the sale ticket, as seen on
  the attached signed sales ticket. The pandemic of COVID-19 has affected the
  supply chain and rate of production. Though shipping times are improving, there
  are still delays compared to pre-pandemic orders. We truly understand the
  frustration of the customer for waiting on her furniture. We do not like to
  make empty promises with dates changing daily on the ETA to the distribution
  centers by the manufacturer. *** ******* has been offered a split delivery of
  items as they arrive from the manufacturer, but has decided she wants to wait
  for one complete delivery. When all the items arrive to our distribution center
  from the manufacturer, the Call Center will contact the customer to schedule a
  delivery date.

  Customer Answer

  Date: 01/04/2023

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:Rejecting the response.

  
  

  
  
  

  When I visited the store, I told the sale person that I was
  about to buy an in stock couch at Arhaus. I liked a similar couch at
  Ashley/Havertys. I was asked what was the date I needed the couch by, I
  responded December 16^th which was our Holiday party and showed them
  the invoice from Arhaus showing they could deliver the following week (in
  plenty of time for the party). The sales person went to the store manager and
  they came back and said “we guarantee that you will have your couch installed
  by this date if you buy it today” I asked again as this date was a requirement
  and how could they guarantee this? They responded that the couch was in stock
  and as it was made in the USA, they did not have the Covid issues of overseas
  issues. They could guarantee  me the date as all items were in stock and
  available for me. This was a sales ploy and complete lie. After I bought the
  couch and called to fololow up two weeks prior to the party, I was told nothing
  was in stock and that there was literally no answers. Whenever the manufacturer
  makes it, it will be ready. Yes, they texted me that I could take a partial
  delivery of the (1) corner wedge piece only with a required full day window and
  that each additional piece, I would be required to accept delivery separately.
  That is 7 full days off work waiting for one piece at a time which actually
  never became available (other than the 1 corner wedge) until I filed a BBB
  complaint. Now apparently all pieces are available – still no delivery. This is
  a horrible company that lies to complete the sale only. No follow through. I
  still do not have the couch AND I had to rent in furniture for my party on
  12/16 due to their failed promises. 100% lack of response to any single message
  and or complaint that I left for them. Not a single returned call to date from
  anyone at Ashley furniture. This is an awful company. Looking for the sale
  without delivery of goods. Sales ploys are unprofessional and lies. 

  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/05/2023

  We understand *** *******’s frustration and disappointment.
  According to her initial complaint, she stated she was told that as for the
  furniture’s arrival “it is normally 4-6 weeks as an estimate”. At 6 weeks, that
  would make the 6-piece sectional arrival date be 12/17/2022. Unfortunately, all
  6 pieces did not arrive in that ESTIMATED time frame as the customer confirmed
  she did not want to take partial deliveries. The customer received her delivery
  today, 1/5/2023, of the complete sectional. Please see the attach signed
  delivery receipt.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a reclining sofa along with a five-year Warranty in 2019. In April, the handle to the sofa broke. It took several months to get an appointment, which was to be on July 23, 2022. I waited the four-hour time frame, and no one called or showed up. I then called the warranty department again twice, left two messages, and have heard from no one. I called Ashley Furniture at the Town Center where I purchased my sofa and they told me I had to go through the warranty department, the department that has not called me back. I am so frustrated at this point, I want the money back on my warranty and a portion of the price on the sofa since I can only use one side for reclining or my warranty money and an exchange on the sofa since this is the second time the handle has broken.

  Business Response

  Date: 08/31/2022

  The Warranty & Claim Department Manager has reached out
  to *** **** concerning her issue with the third-party insurance company on her
  sofa repairs and a request for more information was sent to the customer. The
  manager was able to speak to *** **** and is assisting her with scheduling a
  technician to repair the sofa in a timely manner.

  Customer Answer

  Date: 08/31/2022

  [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 am waiting to schedule a time for someone to repair my sofa.  

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* ****