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Business Profile

Furniture Stores

Ashley Furniture HomeStore
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Reviews

Customer Review Ratings

2

Average of 1 Customer Review

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Review Details

  • Marla S

    Date: 03/26/2024

    I ordered the Riptyme swivel recliner on 7/16/23 and it was available for pick up on 8/15/23. After about three month of use I noticed that the chair was leaning the direction of my side table but decided maybe it was because my small dog often sits with me but it continued to sag to the left until it wasn’t comfortable anymore. When I finally contacted the store on 3/13/24, a technician arrived the following day and installed a new seat cushion. After he turned the chair over I noticed what appeared to be a modified area in the frame and the technician agreed that something didn’t seem right. He mentioned the store was normally willing to work with customers to make things right in case the repair didn’t help. I gave the 2 stars because the tech was professional. On 3/25/24 I took a picture of the chair which continued to sag to the left. I forwarded the picture along with the pictures of the defective area to the store. The response was that it wasn’t a defect with no offer to discuss further. I phoned the store and spoke to the person who claimed to be the customer service manager. She is listed as a store owner. I asked to speak to one of the two other listed owners and she claimed they no longer owned the business and she could not share who or how to contact the current owner(s). She attempted to blame me for the sagging because I “didn’t sit in the middle of the chair.” I told her my 20 year old recliner hasn’t sagged and said I was surprised customers aren’t warned at purchase that they must sit in the middle. She was disrespectful and condescending in her comments and basically said there was nothing they were willing to do. The chair is within the warranty period and I paid an extra $100 at purchase for a 5 year warranty. The total cost of the chair was $766 and it’s been 7 months. Customer service does not exist at this location. I would like to hear from the actual person(s) who are invested in customer satisfaction and a good reputation. Thank you.

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