ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a large furniture order for a business. I received an email with a delivery date and then a few days later a cancellation notice for part of an order and then a few days after that another cancellation for the rest. Upon calling I am told there was an issue with my payment. I then learn that because my shipping and billing addresses are different they can not place my order. They wanted a copy of a utility bill to prove I am at the delivery location. I could not provide this as it is a business and nothing is in my personal name. I was given no options. Basically they could not help me at all. This is the most absurd thing I have ever dealt with. I even offered to send a copy of my credit card that has my personal name and the business name along with a utility bill that shows the business name and that was not enough either.

  Business response

  01/17/2024

  This order was placed with Ashley online, that is not one of our stores. We have reached out to the customer, we would like to help the customer get her order placed and delivered through us.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/27/19 we purchased a motion/power sofa and loveseat from Ashley online, also purchased the Platinum Plan coverage. Using website inquiry found warranty website and submitted a claim 6/14/22 with Protect All coverage; on 6/16/22 received a reply from GBS Enterprises (not your Furniture Protection Plan provider for this store as they do not offer our plans. Please contact Platinum at 800-732-5856). Called this number and all it does is refer you to online claim submission site (5starservice), don't talk to a real person. Claim submission site was and is not customer friendly and after trying for a week to input claim, I was unsuccessful. We then went out of a state. Upon return, I tried again and on 7/6/22 received a claim number, followed up with more pictures requested; and then more pics were requested (which required this senior couple 70+ years of age to turn loveseat upside down to get pic of number they needed). On 7/9, received email that " We have checked our records and the protection plan that you purchased unfortunately is not administered by Platinum Warranty Services. Please contact your original retailer to retrieve the information for your correct protection plan company.We apologize for any inconvenience this may cause. Eric P***** Platinum Warranty Services I then called toll free number for Ashley store on sales contract, talked with warranty department, and was told that claims need to be submitted within 3 days of noticing damage, and normal wear and tear are not covered. We never received a copy of the platinum plan coverage exclusions, only that it covered furniture for 5 years; the limited warranty info was attached to furniture when delivered but not platinum coverage info. Believe we did not receive entire info (what exactly platinum coverage is/was, and got the run around by two warranty services websites, there was never a number to call to talk to a real person, not customer friendly at all; very defective material being used

  Business response

  07/27/2022

  Called and spoke to the customer. Explained the warranty is through Levin/JV Schultz/Ashley. Requested pictures to see damage on the loveseat. The seam has separated, which would be deemed a manufacturing defect. Emailed customer name of a contractor to take care of out-of-warranty repair. Attached a copy of our Platinum Protection Plan for coverages.

  Customer response

  07/28/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is what it is, company not taking responsibility for manufacture/defective material defect; something the customer can do nothing about and has no control over.  However, I do

  have control of not purchasing from any of these 3 companies in the future and will share my experience on this upsale item (platinum warranty) that was sold to me and not explained nor copy of warranty info received til now.  
  
  Regards,
  
  **** *******

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a sectional sofa from the Ashley Homestore on McKnight Road in Pittsburgh, PA in September of 2019. Within months of receiving the couch, we began to notice that the workmanship of the couch was not up to par, and that a repair would need to be made. Fortunately, my wife and I purchased the platinum protection plan, with the affirmation from our sales person that some of the concerns we had (because we are pet owners) would be covered should they occur. Mind you, the damages that this claim refers to are NOT animal related, but we believe are the result of a poorly constructed product. This initial claim was honored, and a new cushion cover was mailed to us promptly. Recently we have experienced the same issue, but much more wide spread (nearly every sitting surface of the couch is affected by separating seams, runs in the cushion fabric, or other wear that is not consistent with the way a piece of furniture should wear under normal circumstances. We sent pictures of the affected areas, and provided a description, and our claim was denied. While I understand that the warranty brochure outlines the items covered and not covered by the plan, I would like for these damages to be covered, as our couch has a history, from the first year we owned it, of similar damage... I will be reaching out to the store manager at the McKnight Road location, as well, to take up issue regarding deceptive sales tactics regarding the purchase of the protection plan. We asked very specific questions about damages that would be covered, and were assured at the time of sale, that they would be taken care of, and "that's why you buy the warranty." The sales person even gave examples of instances where pet damage was covered. For this couch to have fallen apart LITERALLY at the seams after only 3 years, I don't believe that "normal wear and tear" is the approach that I would be taking as a company to defend a poorly made product. And we are NOT the only ones

  Business response

  05/26/2022

      Per complaint ID#********:issues that are not covered under the Platinum Protection Plan. This protection plan does not cover pet damage caused by beaks, teeth, or claws.  All claims must be reported within 7 days of occurrence. I have attached the Plan to show what is covered and what is not. 
          We did service piece on 1/7/20 for a whole in fabric. We sent a casing.  Per the service notes from 4/15/22, there are giant runs on seat cushions as well as backrest. Customer said, they didn't notice this until the runs got really big about a month and half ago and thinks the backrest has something to do with the dog trying to look out the window.  Wear and tear are not covered and sent a denial. 
  
  
  Regards,
  
  
   Kelly M***** 

  Customer response

  05/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  Ashley Furniture has done a wonderful job citing their policies. What they neglect to acknowledge is the deceptive and unclear sales tactics that led to our purchasing of the plan.

  Our sales person said to us “anything a pet could do to the couch would be covered.” Ironically, my careful examination of the warranty plan would suggest that I could have chopped the couch to bits with a machete, and the damage would have been covered.

  My complaint is not the only one of its type, and clearly these practices are a company wide cancer. My wife and I will not be doing business with them again, I do not want any further resolution… I’ll get my resolution by sharing this experience with anyone I know who will listen, and will be sharing with our social media networks, as we have a following of nearly 35,000 people who live in the greater Pittsburgh area.

  Looking forward to donating our couch to a front porch in Morgantown where it will receive the Viking burial that it deserves. It’s not much more than kindling at this point, anyhow, after only 3 years.
  

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

• Initial Complaint

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order for a Dining Table, 6 Chairs, and 2 Barstools back on Decemeber 21, 2021. At the time everything showed in stock and we would receive a phone call for scheduling delivery within 2-3 weeks. Well 2-3 weeks went by, no call. We contacts our sales person(Boneta) to figure out what was going on. Estimated delivery wasn't until February now. Well February passed, still not in. Contacted Boneta again, now its March, then April. Now we're being told May. This is awful business practice. I understand this is how the furniture world is right now, but don't lie to the customer. To add to it our original order number*********** was canceled at some point without or knowledge or consent. I only found out looking by checking a credit card Statement and our down payment of 512$ was refunded. They still don't know how it happened, but put the order in again and charged my card another 512$. At this point all we want is our furniture. This has gone on long enough. I contacted Boneta again today and was told their system was down and they can't even look up my order, which was the same explanation I got yesterday as well. Also when I'm told I'll receive a return call, that never happens. I have never been given an updated order number and to be honest we feel like we're being scammed.

  Business response

  04/07/2022

  This customer is scheduled for delivery on April 14, 2022.

  Customer response

  04/07/2022

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

  you ignored the rest of the complaint.  I canceled the chairs and had to order them through the website.  Which cost me an extra 30$ per chair.  I’d like to be at the very least compensated for the difference. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *********

  Business response

  04/12/2022

  I reached out to the customer, this has mutually been resolved.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a bed from Ashley Furniture on September 1, 2021. When it was finally delivered in October, it was delivered with incorrect bed posts making it to where we could not put it together. We were originally told to expect the correct bed post to be sent to us by November/December. I reached out again in January to find it was moved to March of 2022. I inquired again in March 2022 if the bed posts had any sign of being shipped with no response for the past 11 days. I request that Ashley come pick up the large furniture pieces taking up space in my room since October 2021 and also causing a potential hazard to my children as they are large and could fall and refund me the entirety of the cost.

  Business response

  04/07/2022

  We have left several messages for the customer to contact us to discuss her issue but have not heard back as of this morning

  Customer response

  04/07/2022

  I attempted to call them back today only to be routed to a major call center and be told the person I needed to speak to was away. They are supposed to call me back but never reached out via email. They also offered only an exchange when I do not want an exchange but a return and refund. Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****

  Business response

  04/29/2022

  As of 4/26/22 this matter has been resolved with the customer.

  Customer response

  05/01/2022

  [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 have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  ***** ****

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased furniture in March of 2020, due to COVID the furniture did not come in until October 2021 when attempting to deliver furniture it would not fit in the door so the agreed to issue me a full return in 7 to 10 days, on October 20,21. I have not received my refund and have called 16 times and told that a supervisor would be emailed and someone would reach out to me. When I ask for a name, number or email for a supervisor Im told They cant give me any information or name. When I asked if I could speak to owner they said He was on site during the week but they could not tell me what his office hours are because they dont know. I then went 6 different times at different times throughout the week and they tell me He is not in that day and they dont know when He would come in. I then ask for and phone number or email for owner and no one has one and I am told that they will send in email to a supervisor. I once asked to speak to a floor manager and was told that Due to COVID they are working from home and an email will be sent and someone would reach out to me and no one has contacted me regarding my 3000.00 refund. I now believe that the staff is tired of me and I am now just a joke

  Business response

  12/20/2021

  We certainly apologize for any confusion, as *** *********** purchase involved Acceptance Now, we did not have access to all the financials.  In working with them.  *** ********** was spoken too several times, and received a check from them on 12/17.  We will consider this matter closed.  

  Customer response

  12/21/2021

  [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 is satisfactory to me. 
  
  Regards,
  
  ***** **********

*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. ↩