ComplaintsforAshley HomeStore

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brought pro care to cover furniture damage they won’t honor which cost 599.00 the salesman who sold me the furniture told me that it would cover scratches, and if the furniture goes flat the cushions now they tell me the only thing they cover is spills for almost $600 no

  Customer response

  11/16/2023

  Here’s the receipt and warranty Ashley’s also has a copy

  Business response

  11/22/2023

  Greeting to the BBB and Happy Thanksgiving,

  We are grateful for you sharing the concerns of Ms *****.  As is the case with all of our customers, our desire is that she would be elated with her furniture purchase and her protection coverage.  As Ms ***** has stated, her protection claim was denied by a third party, "Furniture Care Protection."  The contract that she shared in her uploaded images actually lists exclusions to the coverage, one being pet damage from "jaws and claws," and the other being "accumulation."  Ms ***** was provided the contract and list of inclusions and exclusions at the time of purchase.  Her claim was denied for reasons outlined in the exclusions, specifically pet damage per Furniture Care Protection of "scratches on seat casings caused by pets."  Furniture Care Protection is a third party provider and their inspection revealed these findings.  As a result, her claim was denied.    Having made the inclusions and exclusions clear during the checkout process in writing, we met the burden or responsibility for accurately represent the coverage that she purchased.  While it grieves us to hear that Ms ***** is unhappy, at this time we do not intend to take any additional actions or offer a refund.  

   

   

  Customer response

  11/22/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. I was told by the salesperson that the care protection would cover pet damage.  The first time I contacted Care Protection was for my cushions because they are flat I have only had this sectional for a a year and 3 months they told that they didn’t cover that so I asked them if they cover scratches they said they did then they told me no why would I spend 549.00 on a policy that doesn’t cover really anything.  This is supposed be a high quality leather sectional it should not have flat cushion or when used the leather protection product is should protect it also I have low vision so I couldn’t read the contact so they told me what was cover I am a disabled veteran.    They ripped me off .                      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 20878994    

  Business response

  01/30/2024

  “As per our response back to Ms ***** back in November 2023, we respectfully decline to take further action.”  Respectfully….DRW 

• Initial Complaint

  02/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom every this may concern, my name is ****** ************. On August 26,2022, I purchased furniture from Ashley Homestore at 3 Gerald Ct., Delmar, DE., 19940. It was a king sized bedroom set, kitchen table set and a reclining sofa and loveseat for my 14th anniversary and because of my disabilities I needed sturdier furniture. I requested brand new furniture and for it to be delivered in boxes. I was assured by Mr. ****** **** it wouldn’t be a problem.He told me it would take 6 to 8 weeks for deliver but someone would be contacting me in 2 week on the status of the furniture. I received a call and was told my furniture had arrived and we set up for it to be delivered on September 12, 2022. So while waiting for the new furniture to be delivered I gave away my sofa set, a bed/mattress, kitchen set and 2 end tables to four different people. When the delivery guys arrived it wasn’t in boxes as I had requested, but was in blankets. When I asked the delivery guys about the furniture not in boxes they told me it was in boxes when it came to the warehouse. But they had to take it out of the boxes to make sure everything was there before they brought it to me. Then they proceeded to put it together and set it up. On October 4,2022, something started to bite me and it was bedbugs. When we began to inspect the bed some of the slats were painted over with a clear coat of something and it was later determined by 2 exterminators that it was bedbug feces and the sofa was infested too. I contacted Ashley they directed me to talk to the chain of command Mrs. ****** ****** to try and resolve this matter. She was very hostile towards me and she said, “ Say we did paint over them they are dead”. I asked her to come get it; she refused. I asked why furniture was not in boxes as I requested , she said they have never done it like that; unless it is curbside. I was bitten on my arm, groin and in my nose. It was a very traumatizing. I never had abed bug infestation before .

  Business response

  03/01/2023

  Dear BBB and Valued Customer Ms ************,

  We sincerely regret to hear that Ms ************'s experience has been anything less than exceptional.  As the area's highest (google) rated source for home furnishings, our obsession with guest satisfaction is clear.  We have a track record of exceeding reasonable expectations in order to create raving fans of our stores.  Despite our best efforts to maintain this "guest obsessed" philosophy, we don't always get it right, so we embrace the humility to listen to customers and learn from each encounter.  We appreciate the role that the BBB plays in serving as a liaison between customers and businesses like ours to help drive awareness around opportunities to improve.  

  In this case, however, we made the right and just decision in regards to denying Ms ************'s claim regarding bed bugs.    Here are a couple of key factors to underpin our decision.  

  1.  The customer lives in an apartment complex where they have to treat regularly for bed bugs.  She herself acknowledged this fact.  Unfortunately, once bed bugs get into an environment like that, they move easily from apartment to apartment and are hard to contain.  The idea that we introduced them is simply far fetched.  

  2.  We delivered new furniture to the customer.  The furniture is opened and inspected in our warehouse prior to leaving to guarantee perfect quality.  New furniture that has been manufactured and goes directly into a carton for shipping simply cant contain bed bugs.  There is just no opportunity for them to access the product.  

  3.  Bed bugs like a warm, moist environment with a food source like dead skin cells.  None of that would exist in "wood like" furniture until it is placed in a home environment with humidity, a mattress etc.   Its simply not a suitable habitat for them.  

  In conclusion, I could easily provide additional factors that make Ms ************'s theory impossible, but believe we have met the burden necessary to justify our decision to deny her claim.  While we genuinely believe that she believes we are to blame, its just simply not possible.  While we do greatly value her patronage, and wish her an expedient resolution to her situation, we will not be offering any further dialogue, discounts, or exchanges of her products.  

   

  Most Respectfully,

   

  VP 

  Customer response

  03/08/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. In response to what Ashley has said I never told them that there were bedbugs  in my apartment complex and I have never had bedbugs in any apartment that I have every live in period. Evidently it was not new furniture they must have given me someone else old furniture .  I am not obsessed customer and i am just a costumer that wanted be treated fairly and I am sure that I am the only one that has had issues with them. I have pictures and documents to back up my complaints. The mattress was sagging in less that a week and the bed room furniture was painted over with a clear solution when they brought to me and the exterminator said it was an infestation under the clear coat of what they put on it. Regards, Complaint ID: 19511471    

  Business response

  06/07/2023

  Good Afternoon,

  We deeply regret to hear that Ms ************ is anything other than elated with her purchase from our store.  It is always our objective to see that our clients are not only satisfied, but delighted by their experience.  That being said, however, the facts surrounding this situation are clear, and as a result, we stand by our initial position and assessment and will not be offering any further remedies.  

*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. ↩