Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made a purchase of an adjustable bed and mattress. On March 2, 2024, the set was delivered at 8:07 in the morning. The delivery team was early and visibly impatient. They pulled an extremely heavy box with the adjustable frame across my hardwood floors creating deep indentations and scratches that are irreparable without refinishing of the floors. I have made several attempts to reach this company for a resolution and have not been able to reach anyone. In addition, they sent a blanket email stating they were not responsible which is a complete falsity. I have never been contacted for any additional information or to provide proof, a statement, or anything. I also asked for evidence of their 'investigation' and to speak with their insurance adjuster and they will not provide any information to me. They will not respond to ANY inquiry or action from myself or ******'s Furniture. They have caused thousands of dollars of damage and refuse to take responsibility. I have worked with ******'s Furniture to create and rectify this case. HDL has been inactive and refuses to respond.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 23,20023 I arrived home after leaving the emergency room, after maybe and hour or two my neighbor came across the hall banging on my door to inform me that my vehicle was hit and damaged by someone, I then begin to walk around my apartment complex to see if anyone else's vehicle was damaged as well, which there were no damages to anyone's vehicle. Upon my return from walking around the complex, the neighbor in the building that's on the left of my building saw and approached me to let me know that he got the delivery guys telephone number that hit and damaged my vehicle, he also stated that he made sure that the number was in service while the driver was standing there. As I was returning back to my home one of the maintenance men approached me to say that" he saw a delivery truck that delivered some ********* to someone in my building hit my vehicle and left". I then began to knock on my neighbors doors to find out who the ********* was delivered to, I knocked on my next door neighbors door whom had just moved in to ask her if she had gotten some ********* delivered and she stated "Yes" it was delivered from Ashley ********** I immediately reached out to Ashley ********* and continued to reach out for several months, spoke to ******************************* in the escalations department whom i emailed the photos of my vehicle, the delivery truck, my estimate in the sum of $2,800 and my police report case number, he said that someone would reach out to me in ***** hrs. Which i heard NOTHING from no one unless i would call them and still NO answers for anyone. ****** ********* told me to reach out to HDL who delivered the ********* and have them to resolve it, after reaching out to HDL on 3 occasions asking for their insurance information i still received NO response from anyone. I am disabled, i've had to miss doctor's ************ due to my vehicle being damaged and I often find myself depressed. I would just like this resolved by fixing my vehicle.

  Business response

  07/13/2023

  We have been in contact with the customer and the matter has been resolved. Customer will be reimbursed for the cost of the repairs. 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  HDL delivers furniture for Ashley Furniture. On Jan 7, HDL sent a truck to deliver 2 new dressers and a nightstand. The HDL employee was alone but attempted to carry, slide and roll the furniture up the stairs. Needless to say, both dressers and our recently finished wooden stairs were damaged. We contacted Ashley Furniture the same day to report the damage. Ashley sent someone out the following week to repair the dressers to our satisfaction. We were told to obtain an estimate to repair the stairs. We sent in an estimate to remove, sand, refinish and reinstall the 16 treads for $4,200. We will also be out of our house for 4-5 nights due to no access to the steps and bedrooms and bathrooms are on 2nd floor. I have had many email and telephone calls with Thomas "Tommy" Rowens and he will not submit a claim to their insurance company. Ashley Furniture has stated the home repair is to be handled by HDL. I am now three-and-a-half months post damage and still nothing. I met with a manager at Ashley and he agrees it's ridiculous and quite embarrassing but HDL is a contract carrier according to them.

  Business response

  05/12/2022

  Business Response /* (1000, 5, 2022/04/28) */ Settlement has been reached with Mr. ******* and check is being sent this week via Fedex as final resolution. Consumer Response /* (2000, 7, 2022/05/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Almost immediately after I submitted a complaint with the bbb I was contacted by an adjuster and the claim was settled the same day. Not sure why they just didn't do the right thing immediately instead of dragging me through all this trouble.

*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. ↩