Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch and swivel chair from Ashely Furniture in March 2024. On November 7, 2024 I filed with customer service a complaint that my couch cushions were drastically sinking and the fabric was ruined. (Video footage and pictures sent of wear and tear) On November 9, 2024 customer service said they would need to order parts and get back to me. They did not. So I called again. I was told they they order on new cushion when I had two cushions completely sunk in. So then they said they would order another one and then have a service member come out to repair my arm chair. They never called back. I called them again and finally got the okay to book for December 18th a service member to come out to fix the arm chair and then bring the new chase lounge cushion as they only sent the middle cushion. December 18th rolls around and the service member did not bring the new chaise lounge cushion. So I called again and was told that tomorrow they will personally deliver the new chaise lounge cushion. Well that did not happen so I called again and was now told that they need to order the chaise lounge cushion and have no determined set time of arrival. It has been almost 2 months since I filed my initial claim and still have not been made whole. I ordered my couch/ swivel at the Ashley furniture store in Manchester, CT. Also I have been unable to talk to anyone about my concern regarding the quality of the couch as the new cushion I have is already sinking again.

  Business response

  01/07/2025

  ** **** *** ** **** ** ***** ** ********** ******** ******************************** ****** ******
   
  
  May we please have Complaint ID number# ******** transferred to ***** *** for processing?
  
   
  
  Thank you,

  Business response

  01/30/2025

  We sincerely apologize for the continuous issues you have experienced with your sectional. From our records it looks like when our technician came out on 12/18/24, he completely repaired the frame damage reported and we dropped off the second cushion to your home on 1/23/25. If you are still experiencing the same issue of dipping, we do request that you send in photos to our customer service department at customerservice@didicorp.com. I have left you a voicemail as well so we can move forward with an assessment. Unfortunately, due to the amount of time this has been in your home we are not able to take this merchandise back and issue a refund. However, if we do find that your sectional is deemed defective, such as the frames, we would be more than happy to exchange it. I see that a protection plan was purchased for this sectional, which is another route you can take if you feel unsatisfied with our solution. Please feel free to reach out to me directly at, ###-###-#### or you are more than welcome to file a claim with the Protection Services, their phone number is, ###-###-####. 

  Thank you,
  
  Selina P***********
  Director of Warehouse Operations
  ********************
  ###-###-####
  

  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased furniture on 2.28.22 totaling $19,240.18. I looked at different stores that offered 60 mo interest free and Ashley had and still has an ad online that states “in store purchases” would be 60 months interest free. The salesman said I would qualify for this promotion. He reported that he was having some issues putting in 60months and that the computer had put in 24 months. He would contact his manager in the morning and have it changed since it was right before the store closed. He assured me that since it was a larger purchase, we would definitely qualify for 60min and even called me the following day to confirm. I was under the impression that it was changed. We even had our payments spread equally over 60months. However, I was charged $11,530.78 recently because apparently our 24 mo was up and we were back charged all the interest from start of purchase. This was confusing to me because I had checked my account in Feb and March of this year (at 24 mo mark) and it still stated 0% interest which led me to believe we had the 60mo promotion. When I had called ********* ****, I was told that if the store changed it to 60mo now, then the interest would be eliminated. When I called the store, they said that they have no records of the 60 mo. When I told them they even to this day have the 60mo promo on their website, they told me it was usually for larger purchases. They said my purchase was listed as 24 mo. I asked why my payments weren’t split equally over 24 mo then and they could not answer. I am attaching photos of my interest charge as well as the current promotion on Ashley furniture. I have received numerous flyers in the mail and this is the sale that is always promoted. I feel they are being very deceptive and lied to me. I have since paid off my balance and interest to avoid further charges, but would like my interest refunded (since I had to take a personal loan). Please let me know if you need any additional information. Thank you for your time.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a sofa on November 28, 2023. I received an email advising that my order had been scheduled for delivery on December 30, 2023. I arranged (at cost) to have the old sofa disposed of the day after. Then, I was contacted to say instead, it just magically changed the date to a random Tuesday in January. No one contacted me or asked if that was acceptable. I tried to change the date for the old sofa to be removed and the carrier charged me a $75 change fee as they had held that time for me and I could not be sofa-less for the two weeks until the new delivery date. I have emailed Ashley no less than five times asking for a manager to contact me and they keep refusing to respond. Horrible, inexcusable service. I am not going to be liable for a fee that was charged due to their mistake.

  Business response

  01/03/2024

  Good Morning, This was purchased through a licensee - ***** ***

  Thank you,

   

  Business response

  01/18/2024

  We have 6 emails to *********************** from ************************* regarding the delay in her Online Order with Ashley Furniture.  She did not purchase this with the Ashley store in **********.  This is a Ecommerce.  They provide an ETA when the customer purchases on line and ship to the closest Ashley Licensee. These was a delay in Ashley shipping use the product due to availability . 

  She make reference to the fact that she asked for a manager to reach out to her and the request was refused. I personally spoke with the customer on January 2  at 11:32 Am for 12 mins and explained the relationship between the Ecommerce Ashley and the Homestores., As a gesture of goodwill I offered her a $75.00 gift certificate that could be used in any of my 3 locations. She refused. I will extended the offer again should she change her mind. 

  Customer response

  01/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did speak with a manager AFTER this was filed. I am not sure why it took three requests however for a manager to contact me before they did. Unfortunately, this response does not address my question. Respondent claims that the emails I received were an ESTIMATE of the delivery date, yet, no where does it show that on the email. I have attached a copy for reference. Therefore, that claim is false. If it was an estimate, that is in no way shape or form communicated the the purchaser and the company is liable for that oversight. They offered a $50 gift certificate to their store as compensation. I am unsure as to how that makes up for my $75 cash outlay that I had to pay as a result of them rescheduling without my consent. If they have inventory issues, again, I am not liable for that. They notified me that the product would be delivered on a specific date and I made arrangements for that date. I would not want to purchase from this company again and that "offer" in no way compensates me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24/18 I purchased a reclining couch from Ashley's for $957.99, I also purchased the 5 year protection plan for $149.95. I Filed a claim on line in August of this year as the back of the couch broke off- I have no young children. The couch started "clicking" when ever you reclined it and we went to move it and the back just ripped off. I had to ask for an update twice as I was not getting a response after 2 weeks. I finally received an email and was told *** enterprises is not longer the provider for the store. They would not honor my protection plan that I paid for. I followed the protocol from my paperwork on my protection plan- I filed a claim with the company on my warranty paperwork, upload pictures and I have all my original paperwork.

  Business response

  11/09/2022

  Incorrect location for complaint. Customer says she reached out to *** which is the furniture protection plan for customers who ordered online. Customer does have a plan with our protection plan, ******* and there are no claims for her in the ******* portal. Looks like she filed a claim to the wrong company by mistake. We have no idea how she got information for *** instead of ***, but she likely went to the Ashley Homestore website for info on how to file a protection plan claim. A voicemail was left to the customer where she was provided the correct number and her policy number for her correct plan. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 2 seat power requirement sofa along with a power recliner love seat with adjustable headset as well as the 5 year premium complete warranty package on June 7th 2021. ($2,880.00 + warranty $379.95 + delivery $169.95 + sales tax $216.80 = Grand total $3647.70) We received our items on September 25th 2021. Which would then make the warranty start date our delivery date. On September 7th of 2022, one of the wooden pieces on the power reclining love seat broke. I contacted Ashley furniture as well as ******* their warranty company on September 27th 2022. After filling out their very difficult online process for a service request on this furniture. We were notified from ******* ********* ********. We are contacting you to advise that we have resolution offers to provide you. 1. A cash settlement in the amount of $617.14 in lieu of replacement for your Loveseat. This option is to provide you with the fastest resolution possible. A check would be mailed directly to you, if chosen. 2. A replacement of your Loveseat. We want to let you know that this could come with significant delays due to supply chains. Additionally, the store may require the original Loveseat back. Either option will end coverage on the damaged piece(s) of furniture as we provide one-time replacement only. Please confirm within 10 days. Needless to say we were quite upset with both offers. However We opted To have the lovely completely replaced. Then we were notified that we would have to pay a sales tax again as well as delivery fee. Now I am quite upset because we've already paid those fees once and the item broke now we're expected to pay it again. We were informed when we purchased the furniture in June 2021 (sales representative) as well as when we went back in the store In October of 2022 (store manager) that we should not have to pay those fees. It was not something they heard up before nor do they share that with their customers.

  Business response

  11/03/2022

  Hello,

  Attached you will find the customer's furniture protection plan agreement with ******* ********* ********. In Section G under 'DEFINITIONS' state, "Purchase Price" means the amount charged by the Selling Retailer for the Covered Product, excluding tax, fees, interest and delivery costs." This is listed under the customer's specific agreement plan that was sent to her from ******* after delivery occurred June 30, 2021. Customer was explained that this is how all ******* claims are handled as she is technically repurchasing the piece, but her furniture insurance is covering the cost of the item itself, so all that needs to be paid is tax and delivery. She was advised if she does not want to pay these she can contact ******* back to go a different route, perhaps a cash settlement, but she already refused that option and will not call them back. Dianna has spoken with the manager, who offered as a gesture of goodwill to split the difference, and she still insists the salesperson said there was no out of pocket responsibility for the customer. We can not waive Connecticut taxes nor provide free delivery. At this time, we can not offer a free exchange as in the agreement with *******, the customer is responsible for any fees that fall out of the credit. Customer was provided options, in which, she has refused all. 

  
  

  Customer response

  11/09/2022

  
  Complaint: ********
  
   Since receiving the company's response. My husband and I have decided to accept the manager's offer to split the difference on the shipping and delivery.  We have tried to contact the manager via telephone and email and have not heard anything back. We would like to know what the next steps would be to get our sofa replaced.
  
  Sincerely,
  
  ****** *******

  Business response

  11/10/2022

  All ******* Replacement Claims are handled by *******,  not Ashley.  This customer is fully aware that she is responsible for Tax and delivery when a claim resolution is Replacement,  not repair.  As a gesture of good will and to keep a customer satisfied ,  I have approved paying 50% of the $227.21.

  Once the customer agrees to and sends an email that she accepts this as a complete resolution to her complaint,  we will move forward. 

  Customer response

  11/10/2022

  
  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.
  
  Sincerely,
  
  ****** *******

*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. ↩