Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 8/3/2023 we purchased furniture from Ashley Homestore in the amount of $3339.10. As part of this amount is an extended warranty. In August of this year, 2024, we attempted to contact the service department when a power recliner stopped working. We left messages but received no callback. We finally went into the store and spoke to someone who assured us that we would get a call. We did not. I then called the store to ask to speak to a general manager. ****** got on the phone and said someone would be at my house first thing the next morning. I received a call later that day verifying that we would be the first service call at 0800. He finally showed up at 1000. We we asked why he was so late, he stated his first service call was in ********. He took the recliner apart, stated he didnt have the parts to fix it and would go back to the store and order the parts. He took pictures so he would know how to put it back together. He said it would be about a week to get the parts. We heard nothing for over a month. I called and was told the parts were on order and they were due in that week and they would call to schedule the repair later that week. Nothing. On Tuesday of this week, I sent a scathing email asking to speak to the general manager. I pomptly received a call yesterday saying you parts are in and he will be there at 0800 tomorrow (Thursday 12/19/24). At 10:39 am, I called to ask where the repair person was. They said "you were told he would be there between 0900 and 1500". I told him that was a lie and I had a witness, as i had him on speaker phone when he told me the time. The repair person arrived today without the parts because he said he used them on a service call earlier. He said he would go back and break another recliner apart and bring the parts back. He then called to say they would not work and he is trying to get parts from *********, but he isnt sure when that might happen. I currently have $3000 worth of furniture that is useless.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  made an on store order on July 12 2023 for a headboard. as of today September 28 2023 have not received my order. when to the store today to find out the item that was purchased was discontinued. they did not came up with a solution. not to mention that the "design expert" *************************** from the **** Ashley store told me that it would not take more than 6 weeks for the item to arrive.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 22, 2022, I purchased a blue bed sofa from Ashley Furniture HomeStore for a total of $1075. According to the sales representative, I was assured that the sofa was brand new and that it came with a comprehensive four-year warranty for added protection and peace of mind. However, upon delivery, I was shocked to find that the sofa received was not the new product I had paid for. Instead, the sofa was used, visibly worn, and had multiple holes inside. Moreover, the bed function, which was an important feature for me, was unworkable. This discrepancy was a clear violation of the terms of purchase, and it rendered the sofa unsuitable for the intended purpose.As soon as I discovered the issue, I promptly attempted to contact Ashley Furniture HomeStore on numerous occasions to invoke the warranty and request an exchange for the sofa. Unfortunately, despite my repeated efforts, the company refused to honor their warranty commitment and denied my request for an exchange or resolution.I believe that I am entitled to a complete reimbursement due to the following reasons:False Representation: Ashley Furniture HomeStore misrepresented the product as new, while delivering a used, damaged sofa.Breach of Warranty: The company failed to uphold the four-year warranty agreement, denying me the rights granted by this warranty.Defective Product: The sofa delivered was not in proper working condition, with noticeable holes and an inoperable bed function, rendering it unusable.I have attached copies of the purchase receipt,I kindly request the Better Business Bureau's assistance in facilitating a prompt resolution to this dispute. My desired outcome is a full refund of the $1075 for the sofa and the warranty fee to be credited back to my original payment method.Thank you for your attention to this matter. I trust that the Better Business Bureau will help address this issue and ensure that consumers are treated fairly and honestly.

*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. ↩