Complaints

• Initial Complaint

  10/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ********** I purchased a bedroom set **** B***************** bed, dresser w/mirror Chest and organic cotton queen mattress total charge $2182.00 including $125.00 delivery fee. Furniture was not delivered on delivered on agreed delivery date of ********** was told driver came but, late found out he was at wrong house. Furniture was delivered on ********** with damage to Chest mattress and box spring. Was told that items were on back order. Was called on ********** and told that they will be able to deliver on Saturday *********** Waited home all day, no call. Called and spoke to Laurie was told they are sending someone out, no one came. Called company ********** am and was told delivery will happen today. Of course.... nothing. This has been going on for almost 4 months now. Truly poor customer service.

  Business response

  11/15/2022

  Business Response /* (1000, 8, 2022/10/18) */ We delivered everything in the box there she complained about the chest having minor chips on it and the dust cover on the box spring having a tear on it so we are going to exchange both of those items we had to order the chest that was on back order that the factory is replacing for us Consumer Response /* (3000, 10, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Was told that chest and box spring was in on******* and the delivery would be ******. When I called that afternoon, I was told my item will be delivered. Now they are saying is still on backorder. Why did they call to tell me my items have arrived? Business Response /* (4000, 12, 2022/10/24) */ Customer is using the chest and box spring until we can schedule a service order to exchange the tow items this week

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Store sold merchandise that I had on lay a way without not contacting me and failed to issue refund or store credit for amount I already paid which is $750.00.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/25) */ We have proof that she signed a layway policy that she signed was for 60 days which was on ************. We were even willing to give her some extra time maybe another month or two and tried to contact her but the phone number that she gave us was not working. She came in ************* which is 2 yeears after her layway expired and did not have her reciept and was asking for money back. We have all the signed documents if you want us to we are willing to send it over to you. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The store did not contact me about layaway being cancelled. I had another layaway that I was paying on and they sold that merchandise also while I still making payments on.I don't believe they waited until the layaway was cancelled to sell my furniture. I would like a refund of my money because I don't have the furniture and they sold it.I also requested my receipt and they refused to supply me with it Business Response /* (4000, 9, 2022/08/04) */ Again we tried to contact you many times and the number you gave us was disconnected. This is something we do with all customers because we want to remind them to make their payments. Your first layway was cancelled because it was 2 years old. Your second layway you came in and picked up the mattress set so I am not sure why you are claiming we sold it to another customer. We have all the proof that is needed to justify these statements. The policy is that the customers are responsible for bringing in their reciept and that is the case with most all small businesses with layway. We would have been able to find the reciept if you were able in a year earlier but since its been over 2 years that reciept is invalid. We are just confused as to why she did not contact the store earlier or come in to the store like she had done a month ago.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On March ******** I purchased furniture totaling 4,175.92. I purchased a dining room table set for 2,530.00 and a dining server for 1,635. The furniture was delivered on March ******** Upon delivery, It was noted that the furniture did not fit in the room as it was to large. I called the store to request that the furniture be delivered back to the store. I was told that someone will arrive the following week to pick up the furniture. I also noted that the table top was not secured properly as it was wobbly. The following week, Ace Furniture and Decor did not send any one to pick up the furniture nor the subsequent weeks as indicated. I have made several visits to the store and I also met with the one of the managers. Promises were made to honor the store's policy on each call or visit to the store. During my visit in April, I was told that the furniture will be picked up and exchanged on ******** I was also advised that my credit account will be credited the 1,635.92 charged since there were two separate transactions. The balance of 2,540 will be used to exchange the dining table for patio furniture as an even exchange. There was not a delivery made as promised for ******** I followed up with my sales person who reported that the drivers had to travel to *********** ******* for a delivery. Another visit was made during the first week of May to follow up, The sales person stated that ******** ***** the creditor would not allow the store to credit my account because it was in my home too long. The sales person was informed that this was due to their failure to pick up the furniture as agreed. A follow up call was made to ********* The agent denied the claims made by the store. I was told that it was the store's decision to not credit the count as this is not as decision they would make. A dispute was completed. I followed the store's policy by notifying them over the phone and in person with receipt of purchase within 30 days. The store has failed to comply.

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/05/20) */ We have delivered and put together all the furniture the customer ordered she called a few days later stated that she wanted us to pick up all the furniture to change it to a patio set. We were trying to work with her but then she told the bank that she has not received any merchandise from us even though she has received everything in good condition and signed the delivery receipt. Consumer Response /* (3000, 7, 2022/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company had every opportunity to resolve this issue, but has failed to resolve it The return request was made on March ***2022, I filed a dispute with the bank approximately 45 days after the company's failure to honor their store's return policy as agreed on March **,2022. I have allowed them every opportunity to resolve this issue . Filing a dispute with my bank and credit card company was a last recourse. It has been 60 days now since I notified the company of my return request and no one from the company has reached out to me to resolve this issue. This issue still remains unresolved due to their failure to pick up the merchandise from my home as agreed. Unfortunately, I am physically unable to load and carry the heavy furniture into the store and the company is attempting to force me into keeping the furniture . This company is in violation of the consumer protection law .

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I requested an Ashley sofa be ordered back in December 2021 and was initially told it would be DELIVERED by 30 January 2022. Since then I have been given a VARIETY of arrival dates and the last time I spoke with this furniture store I was told that my sofa is still sitting on the ocean somewhere and they have no idea when it will arrive. This is complete bull because the exact same sofa is in stock at a furniture store not too far away from my home. Ace has continued to lead me around with lies about the whereabouts of my sofa and when I asked for a refund I was told that was impossible and they could ONLY offer me a 25% store credit. This is all a nightmare and I will NEVER shop at this store again. I want my sofa IMMEDIATELY or a complete refund!!

  Business response

  05/13/2022

  Business Response /* (1000, 11, 2022/05/03) */ We have resolved everything with this customer she will be receiving her sofa next month. This order was a special order and the customer was also advised before she ordered it that that specific sofa had to be back ordered Most products just like everywhere else has been delayed to COVID there is nothing could do about that Also we tried to ask her to choose a different sofa if she did not want to wait but she refused Consumer Response /* (3000, 13, 2022/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite the delays I was given numerous dates my sofa would arrive only to be told when that date came it would be another date for the next month. The company are being disingenuous here with their response because they aren't telling the complete truth. At this point I have no other choice but to wait until next month since they won't refund my monies in full. Just know that I will never do business with them again.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  on 26 Aug 2020, I purchased furniture items for a price of $2472.00 through the store on a Synchrony home account which has been paid off completely and I have not received a blue chaise simbad lounge which was purchased and the 5 piece gray table set was damaged and I have not received a replacement. I have talked to the sales representative on numerous occasions and they have promised to replace the items but they have made excused about Covid 19 and I have not received the items that I have paid for in this purchase.

*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. ↩