Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We purchased a sofa and love seat (Order # **********) from Ashley Homestore **** ******** **** ** ******** ** on 12/11/22. 3 young men delivered the items on 1/12/23. I noticed one of the men dropped one of the recliners for the love seat and they said it didn't hurt anything. They assembled the items, and I looked over the items to make sure no damage and told the young men that the longer sofa looked like it wasn't connected correctly, and the power recliners of the love seat are making noise and appear to be damaged. They told me they will document it, and someone will be in touch. No one ever called. I called to complain about this and they opened a repair and had someone come out and he said he can fix them. I told him I don't want a "repaired" unit, I want a new one like I purchased. He said they usually will just want to repair it. I told him that is unacceptable. He told me to go back to the store and speak with a manager. Later that night another man comes to my house from another company, and I told him someone was already here earlier. He inspected our furniture and said it needs to be replaced and he would send it to Ashley. Have not heard back from either of them. I went by the store and asked for a manager and spoke with a female that said she was a manager. I expressed my concern and she provided a phone # to send text messages to. I've called and texted numerous times. I need this resolved as soon as possible. Have new items delivered and pick these up. Thanks
Business response
03/10/2023
We are so sorry to hear about Mr. ****** delivery experience. However, we are the licensee for the Ashley stores ** ******** ** only. We do not own or operate this particular Ashley store in *********. I took the liberty of looking this store up based off of Mr. ****** description, and I have included their phone number and address here. I included a screen shot of their Customer Service hours and phone number, or you can go to their website listed here: *************************************************************************************************************************************************. Please call this particular store at ***** ********, and we hope you receive a resolution to your issue.
Sincerely,
Jason *****
Vice President of Operations
******* ********* - Ashley HomeStore *******address
**** ** **** ***
******** ** *****
mobile ************
office ************
fax ************
email ***************************
website ***************************Initial Complaint
06/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchase date was 02/18/2021 to be deivered 03/02/2021 ( Invoice number ******** ) customer number******** sales person **** Power reclining sofa with adjustable headrest sku***** model******* Price $******* Furniture from $****-$**** sku**** model********************** $****** Issue: I called about a defect with springs and frame as well as the usb ports not working. I was told that they would be sending out usb cables and it would take a little while. THen cal and a tech would come out and look at damaged frame and springs.I I wait ean waited . I then called them back in Marchand they said they had nothing on record about phone conversation. By then they said the factory warrenty had just expired and was no longer covered. So I should call the warrenty company. so I called and they asked when the problem occurred and I said a few weeks ago. and they said the contract said the problem was not reported quick enough within so many days. So they would not be covering the problem. Also said they had proof i said It had been some weeks in a recorded conversation . I told them about the problem with the coversation I had with ******* Ashley home store. We Had to buy a new couch from *******************. and the sofa is setting in garage. I need help with recovery please!Business response
07/22/2022
Business Response /* (1000, 5, 2022/06/29) */ We don't have any record of a service order for Mr. ******** sofa but we reached out to see how we could help! Our customer service team has reached out and scheduled a service visit to take care of him and see what we can do to fix the sofa.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.