ComplaintsforAshley Furniture HomeStore Kingswere

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 9, 2024 I purchased an extra large wooden tv console with four doors from Ashley which was delivered approximately August 14. It should be noted that I paid for delivery and assembly. They delivered it fully assembled, except for legs, which they put on. The next day one door fell off. I called Ashley and they said I had to send pictures before they would send a *********** I sent pictures. After not hearing from them for at least a week and not being able to speak directly with anyone, I went to the store and was told I had to send pictures in a PDF file. Being 77 years old, I do not know how to do this and was not told this was how they had to be sent. Store manager sent pictures which she could see in my file in a PDF file for me. On September 25 technician came out and said hinges were bent and he had to order them and I could put them on myself. I paid for assembly so when I received parts I set up an appointment for a *********** On October 10, technician came out and said door was warped and he need to order a new door. I received new door and technician came out on October 15 and said new door was warped and will have to order a new door. Technician was scheduled for October 29. The day before I had not received the door so I called Ashley and was told technician has the door. Technician came on 10/29 and said they never bring parts but he would talk with supervisor and have someone call me. Today is November 4 and no call, no email, no door. I have had to initiate every call. Even when I was told that Ashley would call to confirm appointment and time frame the night before, I only received a call for the first delivery and first *********** In addition to the frustration of not having this door fixed, I stayed home 4 days for technicians. I would like a total refund (not store credit) so I can purchase something else, a new perfect tv console, or a repair and partial refund for all the frustration. Thank you.

  

  Business response

  11/05/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a replacement on the item has been approved and scheduled to get delivered on 11/08/2024. If you have any questions or concerns please let me know.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  11/05/2024

  [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.  Ashley Furniture called me and we agreed to a replacement of item and monetary compensation for the delay in resolving.   I am pleased with their response.   Thank you for your assistance in this matter.  
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is regarding a purchase from the store location in *****, **. In May of 2022, I purchased two 5-year warranty plans for two pieces of furniture. Due to the warranties not being as explained, the company recently agreed to give a prorated refund for both. After several times communicating with them via phone and email, I finally received a refund. However, based on what the number of months that were left on the plans, by my calculations, the amount they refunded was not correct. They refunded $88.57. However, I show that the refund amount should have been $99.00. I sent them emails showing my calculations and asking them to let me know how they came up with their amount. But I never received the information. Their customer service on the phone said I needed to speak with store, as they determined the refund amount. However, when I called the store, I was told that they are told what amount to refund. Below is some of the information I sent them about the refund."I am supposed to be refunded a prorated amount for the two 5-year warranty protection plans I purchased on 5/21/2022. [I had copies of the sales orders attached to the email that showed these two 5-year warranty protection plans.] One plan cost $129.99, and the other cost $49.99. This is a total of $179.98.A five year plan is for 60 months.$129.99 + $49.99 = $179.98 $179.98 / 60 months = ~ $3.00 / month Number of months from 5/21/22 to 8/23/24 = ~ 27 months Remaining months on warranty plans = ~ 33 months $3.00/month x 33 months = ~ $99.00 I show that my prorated refund amount should be ~ $99.00."I want the company to let me know how they calculated the amount they refunded. If it is not correct and should have been the amount I calculated, then I want the rest of the refund.

  

  Business response

  11/04/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we will be reaching out to the furniture protection plan company for a breakdown on the amounts and will provide an update shortly.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Before I close this BBB case, I want to wait until I receive the information I requested and have reviewed the information and determined if the refund was accurate. If it was not, then I will want to wait until they have said they will send the remainder of the refund.
  
  Regards,
  
  ***** ******

  

  Business response

  11/05/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we will be reaching out to the furniture protection plan company for a breakdown on the amounts and will provide an update shortly.
  Regards, Ashley Furniture **************** Corporate Office SR
  
  
  

  Customer response

  11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This looks like the same response that Ashley Furniture previously sent to the BBB. I am going to keep the BBB complaint open until I have received a reponse that shows how they calculated the refund. Then, if the refund amount appears to be incorrect, I will have further communication with them.
  
  Regards,
  
  ***** ******

  

  Business response

  11/06/2024

  Hello, an email has been sent to the customer with a breakdown on the refund for the prorated amount on the furniture protection plan.

  Customer response

  11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  From the breakdown, I see that there were cancellation fees totaling $17.98. Thus, these these fees caused a lower refund amount. I was never informed that I would be charged cancellation fees for cancelling these warranties. When I called Ashley Furniture regarding the issue I was having with the warranty policy, the person I spoke with told me that she understood my issue, was aware of the type of issue I was having, said that they were no longer using that company for warranties, and said I could request a refund for it.
  Given what this person told me and given that I was never told there would be cancellation fees, I should not have been charged for them.
  
  I ask that I be refunded these cancellation fees.
  
  Regards,
  
  ***** ******

  

  Business response

  11/07/2024

  Please note that the Furniture Protection Plan and associated fees are managed independently by our protection plan partner. While we understand your concern, Ashley Furniture cannot override or refund charges from this separate service provider. We recommend contacting the protection plan provider directly regarding any fee-related matters

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is not an acceptable response. I believe that Ashley Furniture is ultimately responsible for this situation since they are the ones that sold me these warranty policies. They are the ones that explained to me how they no longer used that company due to how they were handling warranty claims and told me that I could request a refund. They also did not tell me that I would be charged a cancellation fee. Had I been told this, I would have addressed this upfront with them and/or the warranty company. I have had several emails and communications with both ****** Furniture and the warranty company where each told me that the other company would have the information I was requesting. It is disappointing that I had to go through the BBB to get the refund information I requested. If they so choose, I would think that ****** Furniture could send me a check for the cancellation fees as compensation for this ordeal. If not, then I will have to start the entire BBB process over with the warranty company. I hope that Ashley Furniture will consider doing this given how this situation began (they sold me the warranty policies, said how they were no longer using that company for warranties for how they were, said I could request a refund, did not tell me about the cancellation fees, etc.) and how long this process has taken (process started back in September).
  
  
  Regards,
  
  ***** ******

  

  Business response

  11/12/2024

  Hello, Please note that the Furniture Protection Plan and associated fees are managed independently by our protection plan partner. While we understand your concern, Ashley Furniture cannot override or refund charges from this separate service provider. We recommend contacting the protection plan provider directly regarding any fee-related matters at this time we do consider the claim to be resolved and request that the claim gets closed as this has been addressed already.

   

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I do not consider this matter resolved and will not consider a response acceptable unless Ashley Furniture agrees to compensate me for this amount. You do not have to override the warranty company's decision to do this. You can choose to send me a check for this amount. Since Ashley Furniture sold me these policies, I consider them responsible for this. They are the ones that explained to me how they no longer used that company due to how they were handling warranty claims and told me that I could request a refund.

  I would not expect the warranty company to refund me the cancellation fees, as they are not the ones that sold me the policy.
  
  Regards,
  
  ***** ******

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB Team,I purchased a couch from ASHLEY stores which they delivered defective on 07/16. The defect was reported instantly by their installation crew at the very moment of delivery. Ashley sent out 1 repair technician on 07/20, then another technician on 07/30. The couch was never fixed and is still sitting defective with tags on in my house. After the failed repair attempt, I initially requested a replacement and it was denied. Feeling treated unfairly, I then requested a return and it was refused as well. They wanted for me to continue going through further repair attempts which was not only a personal aggravation at that point but it also would have required for me to take further time off from work to have more repair visits in my home.Per Ashley's sales policy (attached and highlighted in yellow), if the defect is spotted right away and reported within 72 hours, the customer is entitled to ask for repairs, replacements as well as a pickup and return. If I didnt report it right away, then the sale would have been considered FINAL. They need to honor a return because I was diligent in reporting the problem. Furthermore, they could not fix it.I have spent these months begging their escalations department, calling, emailing, getting my bank involved, putting pick up tickets, etc. All have gotten me nowhere unfortunately and I am finding myself in need to have a third party intervene and/or take the store to court.Not only this is unethical and a violation to their own policy, but I am also 6 months pregnant and this has caused me a huge deal of emotional distress. They tried saying that the couch was perfect, refused to arrange a pickup but still wanted to force me to continue dealing with further attempts to repair which means they know its not perfect (it's completely unreasonable!). I have attached their refusal email from 07/31.I really an in need of assistance. I have attached all necessary backup.

  

  Business response

  10/28/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, On July 16, 2024, the customer made a technician appointment to have the recliner inspected and repaired because the item had some gaps between, and the pieces did not align up perfectly. A technician was sent out on July 20, 2024. Upon inspection, the technician explained that there will be always slight variations due to the sectional pieces being separated into individual pieces. The customer requested another technician appointment. On July 30, 2024, a technician was sent out to inspect the item. However, it was explained to the customer that the merchandise met the manufacturing standards. The customer requested to return the merchandise for a refund. Since the merchandise is not defective, the return request was denied. The customer filed a chargeback in August which was closed in Ashley's furniture favor on 9/13/2024 due to the item not being defective, please let me know if you have any questions or concerns.

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional on Sept. 11th, 2024, 2 weeks prior to the hurricane. after the storm my Furniture was not in a flood I did not intentionally damage it and this is what I am being told,Dear ***,Thank you for reaching out to us regarding your claim. After thoroughly reviewing the details, we regret to inform you that we cannot approve your claim. There are several reasons for this decision, which we would like to explain in detail.Act of God: The damage caused by the recent hurricane is considered an "Act of God," which is an exclusion under Reguard's coverage. We do not provide coverage for natural disasters, and such events are typically addressed through homeowners or renters insurance.Mold Exclusion: Mold, which may have resulted from the hurricane, is another exclusion under our plan. Unfortunately, Reguard does not cover damage related to ************* Services: It's important to clarify that Reguard does not function as a cleaning service. We do not dispatch service technicians to clean furniture or restore it from widespread damage like what you've described.Intentional Damage: Reguard also does not cover intentional damage, willful abuse, or misuse of the furniture. Even if the furniture were damaged intentionally, it would not fall under our coverage.Given the circumstances, the only option we can offer is a prorated refund of your Furniture Protection Plan (FPP). If you'd like to explore this option, please let us know, and we will be happy to assist you further.We understand how challenging these situations can be and recommend contacting your homeowners or renters insurance for potential assistance in addressing the hurricane-related damages.This is not true, and I asked the insurance to help and the store and no one will help. Please help me I did not do this intentionally. I have more info if needed

  

  Business response

  10/24/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, Ashley's furniture and our furniture protection plans does not cover any water damage including floods. We understand how challenging it can be to recover from such a natural disaster. If the consumer is in the position to repurchase any damaged furniture, we strongly invite the consumer to visit one of the home store as we have exclusive offers available to anyone impacted by the hurricane. We hope these offers can help in any way possible during this challenging time.
  
  Regards, Ashley Furniture **************** Corporate Office **

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Again, I have told them multiple times this is not due to water damage including floods. The living room set was not flooded or damaged by water it was stained from me and my family making my home safe to be after the storm. it was accidental no intentional. I was told by the store, the evening I purchased this, that if it gets dirty, stained, spills and wear and tear to buy the protection, use it because that is what makes Ashley furniture so reputable. I did not sink my furniture in water or damage it by floods. 

  I feel it is in the best interest for ***** to offer a new living room set at equal price and if it is higher I will pay the difference. I financed this so it would make sense to have ****** receive payments from me rather that cancel this transaction. I am a repeat customer and asking them to help during these trying times would be a blessing rather than a curse.

  Please understand this was not because of flooding or water damage it was simple dirt
  
  Regards,
  
  ****** ******

  

  Business response

  10/24/2024

  We appreciate your patience as we've thoroughly reviewed your claim. After careful consideration and consultation with the furniture protection plan provider, we regret to inform you that we are unable to proceed with your claim. Here's a summary of our findings: We received and analyzed the photos you submitted of the furniture damage. While you reported accidental stains, our assessment indicates that the damage is more consistent with water damage, likely resulting from a hurricane-related incident. Unfortunately, both Ashley Furniture's warranty and the furniture protection plan have specific exclusions for damage caused by natural disasters or flooding.
  We understand this news may be disappointing, and we sincerely empathize with the challenging situation you've faced due to the hurricane. While we cannot cover the damages under these circumstances, we want to assure you that we've given your case thorough consideration. Given these findings, we will need to close this claim.

  Regards, Ashley Furniture ****************Corporate Office SR 

  
  

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22466307 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thats great, so Ashley is saying I am a liar and don't value my business. I lived through the storm, and I know how terrible it was to see my new living room set dirtied from sitting on it and touching it. it was not under water and was not damage by water at any time. For them to assume this was intentional and damaged by the hurricane is insane. it's just an easy way out for them. I am asking them to do the right thing before I take it to social media and the news stations.
  
  Regards,
  
  ****** ******

  

  Business response

  10/28/2024

  We appreciate your patience as we've thoroughly reviewed your claim. After careful consideration and consultation with the furniture protection plan provider, we regret to inform you that we are unable to proceed with your claim. Here's a summary of our findings: We received and analyzed the photos you submitted of the furniture damage. While you reported accidental stains, our assessment indicates that the damage is more consistent with water damage, likely resulting from a hurricane-related incident. Unfortunately, both Ashley Furniture's warranty and the furniture protection plan have specific exclusions for damage caused by natural disasters or flooding.
  We understand this news may be disappointing, and we sincerely empathize with the challenging situation you've faced due to the hurricane. While we cannot cover the damages under these circumstances, we want to assure you that we've given your case thorough consideration. Given these findings, Ashley's furniture will not be able to assist with this claim.

  Thank you,

  Customer response

  10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm so disappointed in Ashley and I will not return to them as a return customer any longer. I will take this to social media and to the local news stations
  
  Regards,
  
  ****** ******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To say this experience has been disappointing is putting it lightly. On Labor Day weekend, I went to Ashley Furniture in ******************* and bought a 6 pc sectional and a King size bedroom set with matching dresser and side tables. I spent over $11K. September 21st was the first delivery attempt. I received the couch, but the bed was broken upon coming off the truck. They took it back, and I was given a new delivery date of October 5th. I had plans to go to ***** that weekend for my birthday, but had to cancel, due to that being the earliest date available for delivery. October 5th was the 2nd attempt at delivery, and once again, the bed was broken coming off the truck. After this, I went straight up to Ashley store where I had purchased the furniture. I met with the lady that sold me the furniture, a store manager, and a customer **** No form of compensation was even offered. Their solution was to put me on a VIP list, so that I would receive photos of the bed before it was placed on the truck. On October 17th, I received no pictures of the product. The delivery took place, the bed was not broken, but the delivery drivers refused to put the bed together correctly. A phone call was placed to have the bed put together correctly (bunkie boards placed) the driver pointed to the boards told my mother no and left. I talked to Ashley store again; they told me that they would take care of this, and I have not heard from them since.

  

  Business response

  10/23/2024

  Thank you for contacting Ashley Furniture **************** We sincerely apologize for the negative experience you encountered, as it falls short of our commitment to customer satisfaction. We have carefully reviewed your concerns and have taken immediate action by processing a discount on your delivery charge. We hope this gesture demonstrates our dedication to resolving the issue and improving your overall experience with us. Should you have any further questions or concerns, please don't hesitate to reach out. We appreciate your feedback and the opportunity to address this matter.

  Regards, Ashley Furniture ****************Corporate Office SR 

  Customer response

  10/23/2024

  [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

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased furniture along with a protection plan. Our furniture was damaged and we contacted Ashley Furniture. They mailed us the replacement and scheduled a technician to come to our home on 9/27 but did not inform us. As a result, we werent home. We contacted the company to reschedule and were told they were rescheduled for 10/15. I remained home from work and no one arrived or called. Upon contacting the company again we were told the appointment was cancelled as they would not cover the replacement. We just want someone to install the replacement part that they sent to us and already had someone scheduled. We paid a lot of money for a protection plan and it has been useless. We have gotten nothing but resistance and are stuck in the middle.

  

  Business response

  10/22/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist has been assigned to your claim and will be reaching out to further assist. 

  . Regards, Ashley Furniture ****************Corporate Office SR 

  Customer response

  10/22/2024

  [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

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Sum this up I have a defective mattress and a squeeky frame. This was reported 11 days after purchase. A technician was out and told me he did the best he could on the frame but offered no other solution and he also saw the mattress was sinking but it wasn't enough for a warrenty claim This was 11 days after purchase. ******** in the store. ( WHO IS NOT A MANAGER OR IN CORPORATE VERBLY) said she saw the problem and will try to help me. I already got my rejection of my warrenty claim in writing sent to you by e-mail from **************** overseas. 1. on 8/25/24 I bought a ***** and ******* mattress. While in the process of buying one I had to go to the restroom and then the agents switched the frame on me. I thought I was getting a ***** and ******* Frame but after reading the specs on this one I agreed I'll take the Frame they wanted me to take.2. On 9/5/24 11 days after I bought the bed I sent e-mails to report that my Frame was Squeeking and the edge of my matress was starting to Sag. 3. On 10/18/24 ( Reason for long responsive delay was because I had to go into hospital) A tech somes out tightens up all the screws on the frame. The technicians efforts did not fix the problem. he says Afterwards I did the best I can with the frame. in regards to the mattress he said he sees something but it's not sagging enough for Warrenty ( please be aware i only had the bed from 8/25-9/5 which is 11 days. from the first time i reported it. A $2200 bed This is BS.4. Whenever I try to contact the store I get **************** in veitnam, or *****. I called to complain and wanted to speak to the store. when they transfered me I was told by the agent the store refused my call because according to the agent the technician said problem with the mattress was customer use and my bed will not be covered under warrenty. ( after 11 days)

  

  Business response

  10/22/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the customer was approved for a reselection credit to pick out new furniture which the delivery date is scheduled for 10-31-2024.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  10/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Thank you for your response.  However I did go in on 10/21/24  to try to resolve it.  I explaned the problem to the store manager. He did tell me the Frame that was sold to me was not compatable with the mattress and offered a new mattress ( with non 90 day store warrenty) and said I needed a whole bed. ( frame headboard, box spring.  etc)  which was not what I was shopping for.  However he talked me into buying one.  In any case he sold me a ***** and ******* Mattress an Ashley Box Spring and I was to decide which bed I wanted.  I wasn't thrilled with any I can afford but I picked the one with a design I can put up with. Beforehand  I did ask if they just had a heavy duty frame I used to get them at other stores.  with 12 legs and ones that can hold up to $2000 lbs but the answer was no and they wanted me to pick out a bed.  The bed I purchased that was acceptable It was item # b1367b2.  Before picking this out I asked if I can go home to research these items and I'd come back.  He said I'm here there now and wants to get this over with.  What I wanted to do was go online to review these things so I can make an educated desision. Instead  So I chose one blindly.  

  After I chose this I went home and researched what I bought & found what I brought was low quality I will paste the review. I found some oneline stuff that had 5 stars and even in a better color than what was offered in the store.  

  I went back today on 10/22/24 and I made a mistake I explained I wanted a bed with edge and center beams but the review said it had that but there is no support at the head of foot of the bed.  Thats not what I need. I need a solid firm base all Around.  The agent they assigned me to caught an attitude with me with his tone of voice saying he felt sorry for me yesterday because of my finanhal situation and now I'm looking for a quality board. I told him to stop giving me an attitude.  then he walked away.  I felt the headboards on a few of them and they seemed flimsy.  As much as I wanted style Quality was more important thats why I'd settle with a heavy duty frame.

  While disagreeing about buying the beds.  The manger said he would give me 1/2 off on the on the on the bed. That did not happen.  He gave me $500 off on the mattress but in reality he matched the price of the oringnal mattress that was on sale at the time when I puchased it.  Unforintily I did not have my Glasses but I was trusting him to do what he said with the 1/2 off. After I got home I saw   I was charged without being told for a 10 year protection plan for the mattress without being told.    

  I also want to note I had a talk with ****** ( the sales manager)    He said they won't give me a new 90 warrenty on the new mattress because I used it up by switching out the mattress.  According to ****** the technician said my mattress doesn't have a deep enough impression for 11 days.  won't ****** won't  honor it as a defect.  Yet last night store manager told me the frame was not compatable and thats why the night manager wanted to sell me a bed because he said the frame wasn't compatable and it was the frame that broke the mattress.  To compensate me he took off $500 on the new mattrews ( which was the onsale price I used when buying the oringnal.  I asked  perice  where is there another Ashley store, after my saying that and trying to explain my sitution getting angry he just stared at looked at me and said he maybe I'd be better off buying this someplace else and he will put in for a full refund.  

   At this point I want a 100% refund It was your staff that does not know or disclose the quality of products or store policies,  it was your staff that switched the ***** and ****** box spring for this cheap frame after I went to the Restroom, and now I'm being told to spend more money for lower quality stuff than a simple metel durable frame that you put in a box spring that every store has.  I refuse to get a new item that will not be under the 90 sleep or first year handled by Ashley warrenty and I should of not have been charged for a 10 year warrenty without being told.  ( of course I did not have my glasses so it was easy for them to slip that in.)  He also promessed me 1/2 off on the furnature that I didnt want anyway which didn't happen.  Please give me back my money and take your stuff out with no charge as by recomended by your sales manager ******.   

   

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

  

  Business response

  10/23/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, I will be reaching out to the Daytona homestore management team for additional assistance on this claim.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furniture delivery delayed 3 times. Shelduled time off from work 3 times. This is unacceptable. If I am not compensated I will never shop at aahley ever again and I will continue to post my bad experience with Ashley furniture everywhere I can.

  

  Business response

  10/22/2024

  Thank you for reaching out to Ashley Furniture **************** We sincerely appreciate you taking the time to share your concerns with us, and we want to assure you that we take your feedback very seriously. First and foremost, we want to express our genuine apologies for the delay in delivering your furniture. We understand how disappointing and inconvenient it can be when items are not available as originally expected. The delay occurred because the items you ordered were unfortunately out of stock at the time of your scheduled delivery. We recognize that this situation has caused you frustration, and we are truly sorry for any inconvenience this may have caused you. Regarding your inquiry about compensation for lost wages, we want to be transparent about our policy. While we strive to provide the best possible service to our customers, ********************************************* does not offer compensation for wages lost due to delivery delays. We understand this may not be the answer you were hoping for, and we appreciate your understanding in this matter. We want to assure you that we are taking steps to address your concerns and improve our processes to prevent similar situations in the future. Your feedback is invaluable in helping us enhance our customer experience. If you have any further questions about your order or if there's anything else we can do to assist you, please don't hesitate to reach out. We're here to help and are committed to finding a resolution that addresses your concerns to the best of our ability. Thank you again for your patience and for giving us the opportunity to address this matter. We truly value your business and hope to have the chance to serve you better in the future.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* *********

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a reclining love seat and was told at the time I could purchase a warranty that would cover damages to the furniture. I then decided to go with the purchase for this reason. But soon afterwards I called to have the warranty holder (*************************************************) fix a reclining issue. They sent someone who didn't know what they were doing and they put the frame in backwards. So, it has been incredibly uncomfortable the whole time. Then the wire from the handle to recline snapped. I called them up to come fix it. I told them the wire snapped and it's been incredibly uncomfortable. They then told me it is not their problem because it is an accumulation of damage; not a single incident. This has been a nightmare. My worst experience buying furniture.

  

  Business response

  10/21/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a exchange on the loveseat has been approved and its currently scheduled for 10/23/2024 please let me know if you have any questions or concerns.
  
  Regards, Ashley Furniture **************** Corporate Office **

  Customer response

  10/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I've had the replacementa few days and it already does this when I lean back "Picture uploaded" and this one doesn't havea warranty I was told. It's just not the best made furniture and I'm over it. ****** learned. ] 
  
  Regards,
  
  Ashley *******

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted their customer service department on September 29 and October 2 regarding broken legs in the middle of the bed. I was informed that replacement parts would be sent and assured that it was safe to continue using the bed. Unfortunately, while sleeping on the bed, the entire wooden base broke off at one of the corners.Given these circumstances, I kindly request assistance in resolving this matter and securing a replacement bed, as I am currently unable to use it and have been forced to sleep on my couch.

  

  Business response

  10/21/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the consumer purchased a king bed frame from Ashley Furniture, which was delivered on December 27, 2023. Approximately nine months later, on September 29, 2024, the customer reported a defect in the bed's support system. Ashley Furniture promptly scheduled an inspection, and on October 15, 2024, a service technician examined the bed frame. The technician identified a broken right-side rail with roll slots.
  On the same day as the inspection, Ashley Furniture ordered a replacement side rail. The new part was shipped via ***** with tracking number ************. The replacement rail is expected to be delivered to the customer's residence today between 2:00 PM and 4:00 PM, we will be reaching out directly to the consumer to schedule a service appointment for installation.

  Regards, Ashley Furniture ****************Corporate Office SR

  
  
  
  

  
  

*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. ↩