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Complaint Details
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Initial Complaint
01/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought a Temper-pedic mattress from the Ashley Furniture store in Owensboro that had a 10 year warranty. After less than one year we started having issues with the mattress sagging and being very uneven. We have reached out to the store multiple times and were met with horrible customer service and no help in rectifying our problem. We have submitted claims to the warranty center twice with no solution/response. When we called the store the last time the manager told us he was “exhausted dealing with us. This has been very frustrating as this was an over $4000 purchase and we have had horrible sleep on the mattress. My husband has had to start going to the chiropractor, which is costing us even more. We are very frustrated and don’t know where else to go for help.
Business response
01/16/2024
We can't service Tempr-Pedic mattresses. The guest has to got through their service department for warranty claims. To our understanding Tempur-Pedic has been to the home for inspection and determined there is no defect, They can try contacting Tempur-Pedic again. We no say in warranty claims with Tempur-Pedic.Customer response
01/18/2024
Complaint: ********
I am rejecting this response because:
This is in correct information. No one has been to our house to assess our mattress and we have not been able to get any help from customer service at Tempur-pedic either.
Sincerely,
******* *****Business response
01/19/2024
We spoke with the husband and he asked that we contact him on Monday January 22. We still cannot take care of any Tempur-Pedic warranties. All warrant issues have to go trough Tempur-Pedic.Initial Complaint
11/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a McClelland 6-Piece Reclining Sectional with Chaise Lounge for $2,749.99 on July 3, 2023 and it was delivered on Aug 8, 2023. Upon receiving the sofa sectional it was damaged. Tried reaching out to the store and never got a response. After the return window passed I was able to get ahold of someone but it was the bank I went through to finance the sectional. Still nothing resolved and I’ve already filed 2 disputes through synchrony bank in which Ashley Homestore declined the dispute. I will not pay another fine in this crappy sofa that was priced as if it were built good. I have pictures of the sofa seams coming apart and the holes that I’ve found in the material. I was told that as long as I contact the store within 72hrs after delivery then I could return it without question. Couldn’t get anyone to answer.Business response
11/21/2023
Sale #******** for ******** **** was placed with our Owensboro Store on 7/09/2023. The sectional was delivered on August 4th, 2023. The customer contacted the store on 8/18/23 and voiced concerns about the sectional. The Manager gave her the option of reselecting a different sectional on 8/21/2023 but she did not. We then agreed to take the sectional back with a 20% restocking fee. She again declined. Our Warehouse Manager spoke with Ms. **** upon receipt of this first dispute with Synchrony finance company and offered to send our tech and resolve all issues with the sectional, she again refused. She has had the furniture over 3 months now and that is too long in the home. She has refused any and all attempts we have made to correct any issues with her purchased items.
Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently purchased furniture from Ashley Furniture. It was delivered to my home on Feb 11, 2023. We noticed that the door on one of the dressers did not close properly. I called the store to tell them about the issue. They said that someone would be in touch with us. We have not heard anything for 2 weeks. I have called several times to get the issue resolved and each time was told that it was out of their hands. I would like for either the dresser to be fixed or to be replaced.Business response
02/27/2023
Got a hold of our service tech and he is going there today 2/27/2023Initial Complaint
12/28/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
DO NOT PURCHASE ANYTHING FROM THIS SCUM CROOKED *** COMPANY. MY HUSBAND AND I PURCHASED 2 STONELAND SOFAS 2 YEARS AGO AND ONE OF THEM IS NOW SPLIT IN HALF DUE TO THESE CROOKS REFUSING TO FIX THE COUCH. THIS COUCH HAS BEEN LOOKED AT BEFORE, AND SPLIT IN HALF NOT EVEN 3-MOND LATER SO IT WAS A BANDAID REPAIR. WE FILED A CLAIM WITH FURNITURE CARE PROTECTION ALMOST 6-MONTHS AGO NOW, TOOK 2 MONTHS TO EVEN GET SOMEONE OUT HERE TO LOOK AT THE COUCH THEN THEY FINALLY SHOWED UP TO LOOK AT THE COUCH BEGINNING OF NOVEMBER AND SAID COUCH WAS SPLIT IN HALF THAT IT NEEDED REPLACED. WE ARE YET TO HEAR ANYTHING AND HAVE BEEN DEALING WITH TRYING TO GET THIS WORTHLESS COMPANY TO FIX IT FOR A YEAR NOW - FIRST TIME THEY FIXED IT WAS A BANDAID FIX BREAKS AGAIN NOT EVEN 3 MONTHS LATER THEN SOMEONE SHOWS FACE ALMOST 6-MONTHS LATER AND DOES NOTHING TO THE COUCH. I WANT A REPLACEMENT COUCH WITHIN 30 DAYS OR I AM CONTACTING MY LAWYER AT ***** LAW OFFICE AND OPENING UP A LAWSUIT. GO ANYWHERE ELSE, KEEP YOUR MONEY BEFORE GIVING IT TO A GROUP OF THIEVESBusiness response
02/01/2023
Business Response We have contacted the guest and are working to resolve this issue. Consumer Response Ashley reached out and claimed they were coming to pick up the couch on Tuesday. At this point I am even more aggravated because the couch has already been repaired ONCE and it broke again 3 months later. So if I have another issue with this couch I will be taking further action Business Response We repaired the product. We called the customer to return it to them. They told us that they would call us when it is convenient for them.Initial Complaint
08/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 5/28/22 I purchased, dresser, drawer chest, queen bed, mattress, adjustable base, mattress pad, and 2 mattress removal bags for a total of $5358.17 , sales #XXXXXXXX from the Evansville, IN Ashley store. After the furniture was finally delivered on 8/16/22, I noticed that the bed headboard and side rails were wobbly. I reported it to the store and was told by the same sales associate who sold it to me that sometimes the frames don't work well with the adjustable base. However when I purchased the items, the sales associate assured me it would be ok. I even asked twice and got the same answer each time. So now she said they will have someone look at it but gave me no date on when that will happen. Also, I was told mattress/box spring removal was free but I had to purchase 2 bags for the removal. The installers never used the bags but I was told, I can't return them even tho they aren't open! I'm not that overly concerned with the bag issue though, I just want the bed replaced or repaired.Business response
09/23/2022
Business Response Called the guest today 9/9/2022 and gave her a few options. We are waiting to hear back from her.Initial Complaint
07/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Recently bought about 6000 dollars worth of living room furniture from ashley`s in evansville indiana. After about a week the fabric on the furniture began to stretch and get out of shape. We complained and a repair man was sent to re stuff the material. If anything this made it much worse. The repairman came back the same day and told us he could not fix the problem because it was the way the furniture was made. He took pictures and showed his manager. We finally had to call the store and talk to the manager. He told us that there was nothing wrong with the furniture and they could not repair. We ask for a replacement and were denied. He wants to blame it on a dog sitting on the furniture. We have bought many pieces of furniture from Ashleys in the past and have always been satisfied. This is not acceptable and I hope it can be resolvedBusiness response
08/01/2022
Business Response We have already settled with the customer.
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8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.