ComplaintsforAshley Furniture HomeStore Stoneledge

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a couch 11/05/21. It arrived broken on 11/10/21. Tech came 2 days later & said he would order parts. Went to store the next day, 11/13 to see about getting an exchange or store credit, they opened a case for an even exchange & told us to call the following Saturday if we hadn't heard anything. Called the following Saturday, did not get a return call. Called Sunday & was told the case was closed & she re-opened the case. Called eight days later, 11/29 & was told our case was denied, parts were never ordered & if we ordered them now, they could not tell us when they would arrive. Also, parts would come directly to us, then we would have to call them to schedule a tech to come out to repair. According to the paperwork we received when couch was purchased they have 45 days from the time we reported the problem to fix, replace or refund. When speaking with Red at Ashley on 11/29, he said no, it was 45 days from when we order the part. But that's not what the paperwork says. We asked about a refund but they refused, so we have disputed with our credit card company.

  

  Business response

  12/08/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner. 
  
  Upon receiving the consumer's complaint, we have reached out to the retail store management team. Our management team has created an even exchange in our system to replace the damaged items
  
  Delivery is set up for 01/08/2021 to pick up the damaged pieces in the home and replace with the new items. 
  
  Regards,  
  Ashley Furniture *********** **** 
  Corporate Office 
  JD

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased some furniture on 5/22/21 that included 2 Bolanburg dining servers. They finally arrived in July, but one has broken shelves and the door broke off within a couple of weeks. I have been in regular contact with Ashley to resolve issue to no avail. At first they said they ordered me replacement shelves, but nothing ever came and no one has acknowledged it since. This was back in August. Then said theyd submit a claim for an even exchange and someone would contact me within 72 hours. After about a week or so, they said no one submitted the claim, but they will now. Again someone should contact me. No one did. I contact week after week and they said no exchange, but theyll send a tech. The tech got canceled then scheduled again after I contacted them again. He kind of fixed the door and said hed order shelves and theyd arrive in about 2 weeks. That was back in September. Again, week after week I contact them and they give me bogus timeframes of when Ill be contacted (72 hours or 5 business days), it changes but no one contacts me. Last time I reached out, they said my case has been closed because shelves were ordered, even though theyve never arrived nor can anyone actually tell me IF or when Ill ever get them. So she said shed reopen the case for an even exchange because its taken so long and Ill be contacted in 72 hours. Tomorrow will be 2 weeks later and again nothing. The alleged case number that they keep ignoring and/or apparently closing is ********.

  

  Business response

  12/07/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Online sales management. We reached out to the consumer via email advising an exchange has been approved and the item is currently on backorder until February. We are monitoring the item for any sooner dates.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer response

  12/07/2021

  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. 

  Ashley did contact me and scheduled a delivery/exchange for Jan 18th. So I am confused as to why they are telling you the item is backordered until February. My complaint will be resolved when they exchange and actually deliver the promised product in new condition.

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

  

  Business response

  12/14/2021

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management and our Inventory team. We are working with them to get the consumers Dining Room Server in sooner; the estimated expected date is February.  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB
  

  Customer response

  12/14/2021

  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 still confused as to why they are telling you February when they scheduled the delivery with me for January 18th.  This is the problem. They claim they will resolve the issue, give dates, and then nothing happens. I will not consider this matter closed until they actually deliver me an undamaged product.
  
  Regards,
  
  *************************

  

  Business response

  12/21/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management and our Inventory team. We are working with them to get the consumers Dining Room Server in sooner; the soonest available date is currently showing for 3-19-2022. We do apologize for the delays.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer response

  12/21/2021

  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.
  
  Their response is absurd. They scheduled a delivery date for 1/18, but have told you twice the earliest is February. Now they are telling you March even though they havent notified me that theres a date change. This is not resolved until they provide me with a non-damaged product. They are just providing you with copy paste emails throwing out random dates that dont match what they told me. Unacceptable!
  
  Regards,
  
  *************************

  

  Business response

  12/26/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. The supply chain and inventory team did advise that the server is currently not in stock and the first available date is 3/19/2022. If a sooner date becomes available, we will reach out to the consumer. We apologize for the delays.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer response

  12/28/2021

  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.
  
  They scheduled delivery for January 18th. Why did they tell you Feb the first time and now they keep saying March? Youre just essentially sending the same copy & paste message back and forth. Issue is not resolved until they replace the item with a non damaged item.
  
  Regards,
  
  *************************

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