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:10/05/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Placed order with store associate in July 2022. I requested a desk with the rising attachment, book case and chair. Associate placed order and sent me a payment link. Payment was made. A receipt was never received.
  
  The desk arrived without the standing attachment. The book case arrived broken. The chair has never arrived and will never arrive as it was not ordered by the store associate as stated.
  
  I have not requested correction for the desk or book case. I have only requested my chair.
  
  The store refuses to send the chair and has made not attempt to correct any other issue. I have not requested any other correction but no effort has been made on their part to rectify this situation in any means.
  
  They state that I signed documents for the order but have not produced them. I have been very understanding and even think it was a training issue with the initial associate that placed the order. He asked for assistance multiple times.
  
  I have been promised calls back and never received them.
  
  Sending one chair is a small price to pay for associate error, incorrect items and broken items.

  Business Response

  Date: 10/05/2022

  Hello we have reviewed all documents and we do not show that the customer purchased or paid for a desk chair, we have review recorded phone calls, text messages and emails to and from the customer and there is no evidence the customer wanted to purchase a desk chair. If the customer wants to they are more than welcome to purchase one and we can get it to them but we can not give them a free one based on there opinion of what is and isn't good customer service. We ask customers to review the items before they sign the invoice, we have emailed this to the customer several times but they state they have not gotten it, we do have tracking as well to show when and where and on what device this was signed for the customer also sent payment in for the amount that was listed on the invoice that matched what was on the ticket. If the chair was not on the ticket and the amount was accurate we have to assume the sale was correct. We do not make verbal promises or commitments that is why the items are listed on the invoice. Again the customer is willing to purchase the item and we will get it to them as quickly as possible but we can not just provide items for free that were not on the invoice or paid for. If we did we would have customers saying they wanted whole house rooms of furniture but it wasnt put on the ticket. 

  Customer Answer

  Date: 10/05/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:if the phone calls were actually reviewed, it would clearly show that my chair should have been on the order. This is a blatant lie and my desk is still incorrect and my book case was still broken. An associate looked at my personal Facebook page and thought it appropriate to reference that in text messages on the business line. I have no information about who that associate is or their role in the company. I have called and texted multiple times since July and no response was ever given until today. Managers never called. I have records of all communication. I have still not received any signed invoices. The invoice I have received does not even have my initial. This company placed an incorrect order, did not send me receipt of that order until asked twice, the invoice does not have my signature, sent incorrect items, sent a broken item, and never even placed my order for one piece as requested. They have stalked my personal Facebook page and referenced that. What they can do, is collect the items and issue a complete refund. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 10/06/2022

  Hello, again we can only go by what was on the invoice. We have sent the customer the signed receipt on multiple occasions, no sure what the customer is referring to that was lied about. The customer accepted the items, this is the first of hearing anything about wrong desk and damages that I have heard and it was not listed on the original BBB complaint. If there is damage there is a procedure to file a claim. You can contact us and we will process that for you. If you received items that were different then on your order there is a process for that too but we have to get documentation of the items recieved compared to the items on your ticket. Again if you would like a chair we can sell you one because it is clear you did not purchase one on the ticket which you have also agreed that you did not pay for one. Even if you intended to that does not change the fact that you didn’t. As far as the Facebook that is a public site and we we’re informed by several people you were putting false information out 

  Customer Answer

  Date: 10/07/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:no false information was ever put out anywhere. It is all accurate information that was supported with screen shots. I have contacted this store on multiple occasions about the desk being wrong. I still have nothing that has been signed. It has not been sent to me. That is the lie. When my friend showed up today to complain about her incorrect order, it was said that it’s now Simple Home or something and not Ashley furniture anymore and maybe that’s part of the problem. I don’t care who contacted you about what because I’m clearly the only person that has bothered to document anything. If you have signed documents then produce them. There’s an attach button on this website. No customer should ever have to call a store multiple times, never receive calls back, send text messages over and over without responses, have incorrect orders, broken things and wrong things! That’s the problem with your customer service. You continue to avoid responsibility when I’ve been very patient since JULY. Multiple people having the same issue is not a coincidence. I hope you can correct your internal errors for the future. As for me, we are finished. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  ******* *****

• Initial Complaint

  Date:09/26/2022

  Type:Sales and Advertising 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 love seat from the Cape Girardeau Ashley store. ( I purchased two love seats and two ottomans and a table.) I had trouble with one loveseat right from the very beginning. My brother or my husband one of them sat down on one and immediately heard something spring. I called the next day and spoke with the store manager. She said there was nothing they could do because it was sold as is, which it wasn't. Only the table was as is due to scratches. i did buy the love seats on a promotion that they were running. A "hot deal." I have called every day and the manager will not return my call. I went into the store and and she told me that everything in the store was "as is" and that is not the case. I even talked to the person who sold it to me an he agreed with me. There was one identical to the one we took home on the store and she will not allow me to exchange it for the one on the floor.

  Business Response

  Date: 09/26/2022

  I do apologize but it is explained on the invoice when items are sold off floor they are as is. We would be happy to help fix your item but there is no warranty so there will be an additional fee please contact us if you would like to schedule a service call

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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 a chair lift for my 95-year old father in law. It did have a five year warranty on it. It stopped working January of this year, which was inside the five year warranty period. They sent two different technicians out to repair; we waited two months for someone to come out. The first tech said it was the controller but didn't order parts. The second tech said the same thing, didn't even look at the chair. He ordered parts. We waited 3 months for the parts to come in and it didn't fix the chair. We used a credit card; we paid approximately $1000 for the chair. We called a third time. Another appointment with another tech; the tech couldn't come. Waited another month for a reschedule. The chair is still not fixed. They are supposed to replace the chair but in the meantime, my father in law passed away. They gave me a credit for $899 toward a replacement chair but every time I go in, they won't talk to me. They say they are going to call but they don't. Now they are asking for POA since my father in law is deceased.

  Business Response

  Date: 09/15/2022

  Hello we are sorry to hear about your father, the protection plan is a third party company that we have not control over there claims processing, there is several factors that we are not aware of that could have delayed the repair or a tech coming out sooner. We are sorry for this and will do our best to help you. As you can see the protection plan is in the customers name and we can only offer any repairs or exchanges for a person that is on the policy, Due to the situation upon death any assets or claims have to go to the estate of that person that was on the order. Once we have documentation that you have legal rights over this then we can allow you to use the credit onbehalf of your legal rights under that. We again are sorry for your loss. Please let us know if there is anything else we can do 

  Customer Answer

  Date: 09/15/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  I provided a copy of the power of attorney via text message to ***** **** on Saturday, Sept 10, 2022. (See Attached)

  In addition, had the chair been repaired when it should have been, the power of attorney would not have been required as he was still alive at that time.  We waited over 9 months to get it repaired.  We have jumped through numerous hoops in order to get this resolved, and now it appears as though the new chair is not going to be honored as well.  

  
  I would like to know if this is going to be honored, if so, when can we expect to receive the replacement chair.  Would it be possible to get one from the showroom floor as we do not want to wait any longer for it to be manufatured.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* **********

  Business Response

  Date: 09/16/2022

  Again the time provided is not the proper paperwork, it is a letter for medical power attorney and not for any belongings or estate. This is a third party warranty and we are just going off what the company is stating is required per there insurance agreement. The order was in another person name and not this person so they can be the only one to receive anything unless documentation is provided that is legal. We also have no idea for the reasoning for the delay in the claim. That is handeled by the insurance company, we do not know when the customer turned in documentation, when they scheduled repairs or if they rescheduled again that is between the customer and the third party insurance. It is unfortunate for the passing but we have to follow the insurance laws and regulations. Nothing was promised that we would not keep and we will do an exchange for this item but only to the customer listed or if we are provided the proper legal documentation then we can as well.