Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have complained about this company before and thanks to you they did offer a reselection. So in July we drove an hour to look at living room furniture in South Charleston because the Beckley store didn't have what I wanted. On July 20, 2024 We ordered our new furniture and was told we should have it in two or three weeks. I waited until September 9th to call and was told that they were waiting for the tables to come in and they should be in another 10 days and they would call to set up delivery. I waited until October 12th.and called the South Charleston store to see if they knew anything asked to speak to ***** our sales person and got hung up on. I called back and ****, possibly a manager, was not very friendly and said I would have to call the warehouse on Monday when I called them I was told to call care protection. So I talked to Linda B**** who couldn't find anything in the system so she would call me back later when she found out something. Apparently they had a new computer program so she went to the old system to find my order we scheduled delivery for November 9. The guys brought it in and set it up it looked very nice I sat on it to try the electric recliner before the delivery guys left It all seemed fine. Then on November 21 my husband woke me about 4:30 AM yelling for help he had reclined back & could not get the chair to work so he couldn't get up as I was trying to figure out how to get him up he tried to scoot to get out and I heard the wood splinter and he fell in the floor which scared both of us. So now we have another piece of junk from Ashley furniture sitting broken in my living room less than two weeks after it was delivered. I'm going to call them tomorrow to see what they can do for us. I want them to deliver another recliner or loveseat before thanksgiving even if it has to be a loaner until they get a new one in because they take so long to get new furniture delivered.

  Customer response

  12/09/2024

  On 12-5-24 I called care protection and was told by Jace that I needed to call the Beckley Ashley store because I would need to have an in-store technician look at it. So I called the Beckley store and no one answered the phone so I called Tracy V*** on her cell phone and got her voicemail. After I left a message for Tracy I called the store again and someone finally answered after four rings and took a message for Tracy there also.  Tracy did call me and gave me a phone number to call for service at Nitro, WV during business hours. So on 12-6-24 around 11:40 am I called and got a recording I again left a message for someone to call me back. I still had not received a call back so about 4:30 that evening I called and spoke to Laura it took about twenty minutes for her to find anything in the computer about my furniture and she found nothing about my problem so she gave me a number to text the pictures of the broken recliner to. Laura said from my description that they would need to replace the recliner and she didn't know if they have any in stock. So as soon as I got of the phone with her I resent the pictures to the number Laura gave me and I have not heard anything from them since. So I am still waiting for any news this business needs to get their act together I shouldn't have to talk to so many different people to get this taken care of!!!

  Business response

  12/19/2024

  We received the claim on December 9th and have ordered a replacement recliner for this guest. They refused service, so we needed to order from the vendor. ETA to our Distribution center is January 15th. we will schedule the replacement of the recliner and pick up the old one as soon as we receive it.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 01/06/24 me and my wife visited Ashley to shop for couches. We found one we liked and was provided a quote of $2199.99 with delivery to our house and a “4 year protection plan” from a salesman named Greg. We left and did some more shopping then decided to call back and purchase the couch over the phone from Greg but declined the protection plan but still wanted delivery. Our debit card was charged on 01/08/24 and 01/09/24 (two different days due to debit card limit) for a total of 1907.99. We were then told our couch should be in, in a few weeks and they would reach out when it’s time to set up delivery. Fast forward a month or so later, we haven’t heard from Ashley, so we call and find out that the couch was on back order and would take a little longer. I’ve lost track of the calls but at some point recently we called and was told it’s almost in but we don’t have you down for delivery. We told them that we had delivery scheduled, they said they would look into it and call us back. They never called. We called back the following week and talked to a manager who informed us that the couch was in and just waiting for us to pick it up. So obviously we’re frustrated at this point but decide two days later (03/21/2024) just to go and pick it up and be done with it. I called 2 hours prior to showing up to make sure that the couch was going to be there and we were assured it was. So after taking off work, borrowing a trailer and driving from Grayson to Barboursville to pick this couch up we were told that the couch was no longer there and had been shipped back to the warehouse. At this point I asked for a refund and they told me that they needed a manager to sign off on it and no one was present to sign off. I’m currently waiting for that. This has been hands down one of the worst experience I’ve ever had dealing with a business. I just want my money back and to wash my hands of this. Sales Number **********   Customer number- ***********

  Business response

  03/27/2024

  We do apologize for the miscommunication and the bad experience of this transaction. We have submitted the paperwork and are in the process of issuing a full refund. 

  Again, I am sorry for the poor experience and if there is anything else I can help with, please let me know.

  Customer response

  03/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** *******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went to Ashley furniture in Chillicothe, OH on December 7, 2023 and purchased a 3 piece sectional and ottoman. I asked the sales rep Maicie if I could customize the couch, because my house is shaped weird and it wouldn’t fit if I got the floor model. She stated all of their couches where so I told her I needed the chaise and other end flipped and she confirmed I could get that, I also wanted an ottoman but the color they had didn’t match and she said she could order it to match. During the check out process I double checked by drawing out the way I needed it to confirm that’s what she ordered and she confirmed. I was told it would be about 5-6 weeks and it would come, I never heard any update from her, so I called week 5 and they added another 2 weeks on. Once it finally arrived, it was the floor model I said I couldn’t have because it wouldn’t work and the ottoman wasn’t the right color! The delivery took it back. I went in and spoke with manager Dan and asked if I could cancel one end and just get a chaise for the other side too and correct color ottoman and call it a day so I don’t have to wait, he said he would check and get back with me the next day, I waited 3 days and after calling multiple times he finally answered and said he couldn’t do that so he ordered what I was orig. to get instead of informing me what was happening. He said it would be 2 weeks. It’s been a week and a half since then and still no update or communication from them. I finally got someone to answer the phone after leaving VMs and they told me it would be another 3 weeks from today! I’ve had to take off work to be there for deliveries and need to inform my employer ahead of time when I may need to be off for the SECOND time and they won’t give me any specifics. I got rid of my old furniture the day before the first delivery and I need what I’m paying for.

  Business response

  01/31/2024

  All of the furniture arrived into our Distibution center this morning 1/31/24 and we have scheduled the delivery for next Monday 2/05/24.

  We have a corporate trainer in our Chillicothe location working with our sales team and addressing the proper expectations of our guests. We have experienced phone outages every since the store opening where they did not work for 2-3 days at a time. Staff was encouraged to call from cell phones and text messages. We will correct this issue immediately and apologize for the lack of communication.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a living room set furniture and a dining table and chairs a 1 year ago with a extended 5 year warranty. Not even a year past the dining room table top portion had issues with the clear coat seal. So, my wife called the local store in Beckley, WV and the local store directed us to the a third party warranty company affiliated through Ashley Furniture. We took photos of the issues where the paint was not clear coated with a seal and started breaking apart and submitted them for review and to be repaired and fixed or replace the table only. We were told that the issue was to extensive for repair and told they would not honor our 5 YEAR WARRANTY that was only LESS THAN 1 YEAR past when we purchased the table set. I am very disappointed and would like a new table only to replace our current issue table from the manufacture or have my Extended Warranty money returned since they are not going to honor their own warranty. I will never by from Ashley Furniture again in Beckley, WV.. Photo's were sent to local & 3rd party warranty company..

  Business response

  11/20/2023

  I was able to obtain the warranty claim# from the guest and contact the warranty company, which sent me the file on the claim. The original claim was denied due to accumulation- many different places where the finish was removed. We were able to override their decision and have ordered a replacement table with an estimated date of arrival of 11/30/2023. We will deliver the new table once received into our facility.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received a furniture delivery yesterday from this distribution center. The left side of the sofa does not work. The delivery driver told me the distribution center would send a new sofa and for me to call and let them know that he had included a note in his delivery there was a manufacturers defect. I called on 9/19 and was met with an aggressive receptionist. She stated they would never send a new couch and he clearly didn’t know what he was talking about. She stated she would send a new motor and then I would need to call to have a technician come install the motor. I told her this was unacceptable and I wanted a new sofa, as the delivery driver and salesman stated I would receive. She was extremely rude and told me that isn’t how they operate. I am requesting a new, working(upon delivery) sofa for which I paid. If they can not provide that, I am requesting a refund for the sofa.

  purchased from:  Ashley Homestore  *** ***** *******  ************ ** *****

  Business response

  09/28/2023

  an exchange for the sofa has been entered. The estimated date for us to receive the sofa is around October 13th. Guest will be contacted once received into our facility to schedule the exchange.

  Customer response

  09/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ******* ****

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a extended warranty from Ashley furniture. When it came Time to get my chair repaired they replaced parts but it was never truly fixed. The technician put in a note that the chair cannot be fixed anymore which meant I had to contact the warranty company. I've called the warranty company at least 12 times or more and they are refusing to help The last time I talked to them they accused my pets being the reason they could not repair the chair The lady was very insulting and said my cat litter boxes where the reason the chair couldn't be repaired I am a person with a disability. I am legally blind. I work for the government. I pay a cleaning service to clean my house every month. I take care of my animals and clean up after them. I called the local Ashley furniture customer service and they said they never indicated that the cat litter was the reason the chair could not be repaired The reason had to do with the wood. The technician did indicate that there were litter boxes in the house but that was because they have to notate that kind of stuff. Just to be clear the technician never put in his notes that the chairs could not be repaired due to cat litter boxes. Ashley furniture is refusing to help and the warranty department is just being unreasonable because they don't want to replace my chair like they know they have to. I don't appreciate them insulting me and making me feel like crap because I'm a pet owner. They won't even punish the person who said those awful things to me. As of right now the problem with my chair goes unsolved. I bought a warranty from a company that won't even honor the terms of their warranty. I feel taken advantage to the point where this is causing me severe depression. I feel like I've been scammed.

  Business response

  07/31/2023

  Guest is requesting a refund of his extended warranty. I have approved the refund for the warranty in the amount of $106.99 ( 99.99 + 7.00 tax)
  I have notified the Parkersburg location to begin the refund process.
  Thank You
  

  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13th I called the protection department and filled a claim with the Ashley protection phone number and reported my couch and love seat. They gave me 2 claim numbers ******* ******* They sent the stuff to fix the loveseat and they have never sent the stuff to fix the couch. I get the run around when I call. I was told that it was supposed to be delivered by June 2nd and it still isn't here. I called yesterday and the lady told me it was delivered somewhere and they didn't know where. There phone number is *** *** ****  The couch number is ******* The loveseat number is *******  Original purchase date was 9/25/2020

  Business response

  08/10/2023

  In response to **** ********* complaint:
  
  Sofa and Loveseat was delivered 10/02/2020 along with FCP extended warranty.
  
  3/16/23 we received a claim denial on the Loveseat from FCP stating that the claim was denied for cores/accumulation/ wear and tear. We went ahead and ordered new cushions and casings as a one-time courtesy.
  
  3/30/23 we received a claim denial on the Sofa from FCP stating that the claim was denied for cores/accumulation/wear and tear. We also ordered the cushions and casings as a courtesy.
  
  6/21/23 ordered seat back casing and seat casings to home for sofa.
  
  7/20/23 ordered new cushion/casing and back for sofa
  
  7/24/23 ordered new seat, arms back for loveseat.
  
  As of 7/26 all parts have not been received.
  
  We are still trying to work with the guest to remedy any issues. We chose to override the warranty denial and take care of in house. We will schedule our tech to the home once all parts are received.
  
  Customer is asked to call guest care at ************* once received to schedule service.
  
  
  Please let me know if you need anything further.
  
  Thank you,
  
  R** *****
  
  Guest Care Manager
  
  Providence Enterprises
  
  ****** ****** *********

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  On July 20th I called and spoke to *** @ Ashley Furniture. She stated she was going to send a tech to the house to see what we had. She stated he was coming on Friday the 21st @ 1:30pm. He came and stated he didn't have what was needed. The arms of the couch and love seat, the back to the couch, the front bottom of the couch and loveseat, the middle cushion on the back of the couch needs sent and the couch sponge for the seats all needs sent. He left. Ashley sent the two seat cushions and the seat back for the couch a couple days later.
  
  I called and talked to *****. She scheduled the tech to come back on Tuesday the 8th of August @ 9:30am. She said to make sure it was all there. I told her I would. On Monday the 7th of August I got it all out and realized it wasn't all there still. There was no fabric to replace the arms and bottoms. I called back to Ashley and spoke to *** again. She said that there was never going to a replacement of the actual fabric covering the furniture and they couldn't send a man to spend 10 hours reupholstering the couch and love seat. 
  
  To go back to when I talked to ****** We spoke about waiting on the fabric for the arms and bottoms. I even commented on the time because she said it would only take about 2 hours to redo it all. I stated that they do it for a living and must could do it pretty quick.
  
  This entire time since March 13th there has never been one mention of a denial of the warranty claim. 

  
  Regards,
  
  ******** *******

  Business response

  08/15/2023

  In response to the rejection, I am not sure what Mrs. Pittman is asking for. Her desired settlement states "delivery". Is she wanting delivery fee refunded?

  We are willing to service the units, but need the parts to complete which have been ordered.

  Customer response

  08/16/2023

  Better Business Bureau:
  
  In response to *** ***** of what I want. 
  
  I never asked for a refund or money of any kind.
  
  I want the couches fixed. That is what this entire thing started on March 13th was about.
  
  All the fabric to redo the couch and loveseat needs sent except for the back of the loveseat.

  
  Regards,
  
  ******** *******

  Business response

  08/17/2023

  In order to resolve this case, we can order a new Sofa and Loveseat- expected to arrive mid- September and replace the 2 pieces. This will use the extended warranty for the replacement. The new product will carry a one- year manufacturer warranty on defects.

  Please let us know if this is satisfactory. I don't feel that the guest will be satisfied with reupholstering both pieces.

  Customer response

  08/21/2023

  Better Business Bureau:

  In repsonse to the complete replacement of the couch and loveseat to be sent to the house in mid September. That's fine. Thank you!

  Regards,

  ******** *******

  Business response

  08/24/2023

  i only received confirmation from the offer to replace both pieces on 8/22. As stated previously, we overrode FCP's denial and have been trying to resolve with **** ******** Thus the warranty company has not been involved with the replacement process until we have acceptance from the customer. They will be notified of the exchange. I've entered the exchange for both pieces and we will contact **** ******* once both items have been received into our distribution center and are ready for delivery. I am currently at our Kingsport TN location and will be back at the Nitro distribution on Friday. 

  We are going to replace both items, but it will take just a little time to get them in. I am trying to give **** ******* the best possible options but she is not happy with any options that i am providing and seems like she wants to discredit my commitment.

   

   

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Couch was purchased 12/21 Delivered 05/22 Filed a claim regarding fabric peeling and piling 10/22 I had purchased the extended warranty at the time of the original purchase date Extended warranty wouldn't cover and told me to call Ashley Furniture Ashley furniture stated that this was not a manufacturing defect and they wouldn't cover it

  Business response

  03/17/2023

  In response to the complaint, we have reached out to the guest and are ordering new Cushions and coverings as well as new arm rests and ottoman cover. These will ship directly to their home. Once received, we ask that they contact us to schedule in-home service for our technician to install the armrests and ottoman cover. The guest was satisfied with this solution. There will be no cost to the customer.

  Please let me know if you have any concerns or questions.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Exchange for different furniture due to poor quality of furniture that is less than a year old If unable to exchange I would like our money returned this furniture had to have cushions replaced and chairs stuff in August and already merchandise is flattening out and there are fabric issues

  Business response

  11/04/2022

  Extended warranty denied the claim for core compression and pilling. We had previously replaced the cushions and casings as a courtesy. Attached are pictures showing a large ***** type dog and the threads on the cushions. Damages done by animals are not covered. I will approve to order new cushions and casings at no charge if the guest would like.

  Customer response

  11/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I debated over accepting of declining this response regarding our claim for several reasons . The "dog" in the picture is not on the furniture.  Additionally he does not nor has he ever picked or clawed at furniture !  I do not see how cushions that were replaced in August can already be wearing down from us sitting on the chairs or lying on the couch!  I merely asked for reselection of a better made furniture as I had never had this problem with Ashley furniture in the past.  My family and I merely wanted furniture that would last us longer than 9 months as we are still paying on the furniture   Furthermore the communication with the store was very disrespectful and I was essentially passed back and forth between being under the one year warranty and the supposed insurance that is useless. I have reviewed the response made by the business in reference to complaint ID ********, and  I am merely requesting to deselect a different mbetter made living room suit.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **** *** ***** ***********

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a living room set that include a couch, loveseat, and recliner. It took four months to receive the furniture and then once I picked up the furniture and unpackaged at home. The loveseat was damaged and I contacted them that night to let them know. The loveseat is a rocker and recliner, one side of the loveseat it will not rock because the bracket is hitting metal to metal. When I contacted them about this problem they said it would be no problem to order the part and take a month to get in. It has been five months and after multiple phone calls the part is not here and I was told today August 11, 2022 that they order the wrong part. I also told them that the couch spring is collapsed on one side and made multiple phone calls about it and told they would cover it and order the part. This company is trying to wait till my warranty runs out so they do not have to cover parts that was damaged when I received the couch. It is ridiculous I had to wait forever for the set to come in and now I can not enjoy it because it is damaged. I have my original receipt, warranty paper, and dates/times I have contacted them.

  Business response

  08/11/2022

  We did confirm that the wrong part had been ordered to repair the loveseat. A mechanism was ordered for the sofa by mistake. As a courtesy we have offered to replace the loveseat. Customer then stated that there were issues with the springs in the sofa and we should replace it as well. We have entered the exchange into our system and will try to expedite them to our distribution center on the next available truck from ***** ********.  Customer purchase date was 3/09/22 so they actually have a 1 year manufacturer warranty until 3/09/2023.

*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. ↩