Complaints

• Initial Complaint

  08/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a dresser and mirror over the phone, both were on the bill of sale. Drove 2.5 hours to the bend location which had the items. Upon getting there they said they made a mistake on the pricing and that the mirror wasn't to be included in the price they sold me both items for. I felt strong armed in at least leaving with the dresser since I made the drive. I received the dresser and no mirror even though the itemized receipt clearly states both.

  Business response

  08/16/2023

  The bedroom group the customer called from ***** to inquire about has been discontinued by Ashley Corporation.  However, Ashley store did have the dresser he was interested in purchasing.  He was told during the initial phone conversation that he would also have to purchase the mirror as well.  He said he didn't want to purchase the mirror.  The sales associate then received approval to only purchase the dresser at and aggreed to price.  The next day the customer talked to a second sales associate and said he would now like to purchase the mirror as well.  He was given the wrong price for both by mistake.  When he arrived from Salem to pick up the dresser and mirror there would be an additional fee for the mirror.  He said no and left with the dresser only, which is reflected on his copy of the invoice.

  If he is still interestd in the mirror it is still available for an additional fee.  

  Customer response

  08/16/2023

   
  Complaint: 20461918
  
  I am rejecting this response because:

  These statements are incorrect. They told me specifically I could not buy the dresser separate from the mirror but they said they would sell me both for the price agreed. I would have not drove to bend as the price was not worth the dresser alone in my opinion. The mirror is what made the drive and purchase worth it. Had I not already drove to bend I would not have bought the dresser for that price. As seen in the invoice and the contract agreed to by the store and consumer the price included the mirror and the dresser both itemized. All sales are final as stated on that contract. If issue is not resolved I will take this to small claims and request the retail cost of the mirror as well as time and costs for travel. Which will be quantified by the stores cost of delivery at 3 dollars per mile for the 246 miles driven. 37 dollar filing fee, 50 service fee, and further court costs. 
  
  Sincerely,
  
  ***************************

  Business response

  09/08/2023

  Ashley home store stands by the initial respnse.  Complaintant can proceed as he see's fit.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction occurred on May 26, 2023. Amount of $3,879.98. With the Memorial holiday, we arranged to p/u on the following Tuesday. The 4pc sectional plus ottoman was loaded onto our cargo trailer by ***, their warehouse man.Thursday, that week, we were ready to finally bring the new couch in off the trailer. As they came out and into the light, we both started seeing stains, on every single cushion. It does look like someone tried to clean/shampoo it. But it just lightened them up... also found snags and that cushions were starting to break down or misshapen.This sectional was in their outlet section. Which is crowded and dimly lit. It was also crowded with 11 throw pillows.The whole staging of this sectional made it, that the stains were unnoticeable in the store.I called on Saturday and spoke briefly with a manager, *******************. After I told him the situation and how frustrating this was, he said he'd do some checking and call back, later that day. On Sunday, I called and left a message for *** to call me. Instead, the salesman *****, that sold the sectional called. After going through the whole frustrating thing again, he told me that he'd have ******** call me this coming Thursday?Then, I saw my son and daughter in law. I heard her story about a sectional from the same store, same *** from 2020. Except her chaise back broke 2 days in. After multiple calls, she waited for a return call. That was 3 yrs ago.I understand that they have a no refund/no return policy. But, when their staff and management take deceptive measures to hide damage that should have been left visible to the public. I think that should void out any of their no return no refund policies.They misrepresented this sofa in more ways than 1. I just want them to take their nasty sectional back. Its still on our trailer, has been for over a week now. With those stains, if it goes in the house, the dog will tear it up. I will not pay almost $4,000 for dog chews. Have many more pics of needed.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashley Furniture in Bend, OR. sold us a couch that was poorly constructed and failing from day one. They have refused to do anything about it saying that it is "wear and tear". The stitching is failing on all the cushions seems, cushions came MISSING stuffing and the fabric is pilling and shedding everywhere - keep in mind this couch came with these issues and is now not even 5 months old. They refuse to answer the phone or return calls.

  Business response

  12/08/2022

  I have attached documentIon regardind ************************* complant.  If the product is delivered damaged or in disrepair, the customer can refuse delivery or contact the store within 72 hours.  Customer did not contact the store via phone until last Friday.  Her product was delivered on July 13, 2022.  She waited on hold to talk to a manager.  The manager was busy, but would return her call when he was finished with a visiting customer.  She told staff person that she would not hold any longer, but would come to the store to meet with the manager.  She never came to the store.

  Since she didn't notify us within the 72 hour window following delivery, we do not feel responsible for giving her a refund or repairing the damaged furniture.  We consider the complaint to not have any validity.

  Customer response

  12/08/2022

   
  Complaint: 18491707
  
  I am rejecting this response because:

   

  1. No employee returned any phone calls for 5 days.

   

  2. On the 5th day I waited on the line for an hour to speak to management, an employee picked up and hung the line up.

   

  2. Ashley Furniture has a 1 year warranty on the construction of their products. The business is refusing to honor the warranty when the item clearly has failed.

   

  3. Nothing was ever said about "72 hours". The business denied any issue with the sectional and said this was a wear and tear issue.

   

  4. The seams have split on the sectional within 4 months. The cushion stuffing having empty pockets, the fabric coming apart, etc. None of these are wear and tear issues and the business has refused to honor the manufacturer's warranty. Selling furniture advertising a warranty and then not honor it is fraud. 

   

  5. The only acceptable resolution at this point is a refund. I will not receive another piece of furniture from this store. 
  
  Sincerely,
  
  *************************

  Business response

  12/19/2022

  Ashley's position on this complaint has not changed.  Customer abuse is not covered by the factoty warranry.

  Customer response

  01/09/2023

   
  Complaint: 18491707
  
  I am rejecting this response because:

   

  Manufacturer defect is not customer abuse. There is consumer abuse which is exactly what you, ****** Furniture Bend, represent. You'll be dealing with the bank directly and cooperate for false representation- selling a piece of furniture advertising a Manufacturer Warranty which you refuse to now accept. Cooperate has also been included.

  
  Sincerely,
  
  *************************

  Business response

  01/19/2023

  New cushions have been ordered and will be sent directly to the customer.

  Customer response

  01/25/2023

   
  Complaint: 18491707
  
  I am rejecting this response because:

   

  This only corrects the issue with the bottom cushions, however there are top/back cushions that are missing stuffing in approximately 6"x 6" area. Again, this is from the manufacturer. Not indentations from use, but a total lack of filling. These cushions are attached to the body of the sectional and therefor cannot be removed, replaced or altered. As long as the new bottom cushions to not come with the same set of issues, that will resolve the problem. However, we still have the issue with the back cushions not being filled properly - I have attached picture evidence.

  
  
  Sincerely,
  
  *************************

  Business response

  02/09/2023

  We are sending filling material directly to *******, which will hopefully solve all of her issues.

*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. ↩