ComplaintsforWellsville Carpet Town Inc

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been paying $52.00/month on furniture purchased several years ago. This was the agreed upon payment amount. Somewhere there was a 1.99 increase, that was sent to collections. This increase has now compiled a debt of over $100.00. Im being called daily to collect the balance, but no one can agree on a number I need to pay. I asked for a statement in writing that once I pay this fee my balance will go back to $52.00 per month. No one can provide it. On a personal note, its a stupid problem because I DONT EVEN HAVE THE FURNITURE ANYMORE! When we purchased it, i was told the warranty would move with the furniture.... apparently its the exact opposite - us moving voided the warranty. The bed didnt even last a year. We called Ashley when we moved to come and disassemble/reassemble and we were told that wasnt an option and to do it our selves. We did. But since we did, it voided warranty. Ive been paying for a very expensive lesson learned, which is not great but whatever. I will not be harassed over an amount that i cannot be given in writing, for a product ive been paying DILLIGENTLY AND CONSECUTIVELY on EVERY MONTH FOR YEARS because of some random increase of $1.99 one time. I need someone to make it make sense, and provide me information in writing that it will not happen again before i pay anymore than the $52.00.

  Business response

  11/09/2024

  The business has responded to the complaint however has requested that their response not be published

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  05/13/24, Purchased Furniture with a down payment of $1500.00. This was delivered on 6/29/24, too big for my apartment, From the beginning the delivery personnel were wreckless and careless. I informed the store immediately and a date was set up to come get the furniture that did not fit, and to deliver the coffee table and tv stand. On the arranged date, the delivery personnel would not deliver the coffee table, because, as they stated, "there was nothing to exchange for it." The delivery personnel also would not deliver the tv stand or take the furniture that I was returning. I called the store and was on the phone with the store and glanced out the window to the delivery truck, to dis***** that the truck was gone. The delivery personnel just left without informing me. The personnel on the phone at the Ashley Store that i was speaking to just kept saying that they were "So Sorry." Another date for delivery, and pickup of the sectional sofa that i was returning, had to be arranged. On that day, the delivery personnel took the sectional sofa, but brought the wrong tv stand. It was not the one that I had ordered. The delivery was wrong AGAIN. I was charged $299.99 for delivery and each of the three trips to my residence, the delivery was wrong. Then, the issue is my refund for the sectional sofa, and the tv stand, which were returned. (I decided to retain the coffee table). The first time I called about the refund I was informed that some of my down payment, which was $1500.00, had been sent to ** ****, the company that does financing for ASHLEY Furniture. i was refunded $317.99 on August 1st, which was placed on my debit card. Since I retained one item, the coffee table, the remaining balance owed to me in refund was $445.02, as explained to me per phone call with ** ***** Repeated phone calls from Ashley informed me that my refund was on the way, which I have NOT received. Numerous assurances that I would be paid by Ashley, but I still have not.

  Business response

  10/18/2024

  This letter is in response to the above referenced complaint by Ms. ***** concerning her financed item purchased from our Altoona, PA location.   Upon reviewing this account, I am very familiar with the going’s on—as we have been working with Ms. ***** and her financing company at length to get the balance refund taken care of and I completely agree with and understand the reason for the frustration.Initially ** assured us her refund check had been mailed out on 9/5 and when Ms. ***** in the beginning of October reached out to the Attorney General, we were surprised that she had not yet received her check we were told a new check would be cut was cut on 10/4 and they provided the tracking number which we provided Ms. *****.  I am unsure what happened to the initial check.  At this time we do believe that she has been refunded completely and should have all the money due. If she does not we ask that she let the BBB know or contact our Customer Service Department directly at ###-###-#### and select option 2.We trust that the Better Business Bureau will find this response satisfactory and serve to close this complaint.  Sincerely,  Bonnie H*** / Guest Relations Center Manager 7993 Call Parkway Batavia, NY 14020  

  Customer response

  11/04/2024

  Thankyou for your help in this matter. This has been resolved. I did receive the check from ** ***** 
   
  But I want them to know that this will never happen again or will I ever buy furniture from Ashley Furniture. 
  
  This was a lesson to be learned. 
  
  My appreciation: 
  
  *** * *****

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sectional couch and ottoman. Purchased the full warranty. Attempted to use the warranty twice without resolve. I’ve had several complaints to Ashley directly since delivery to which they would not assist in replacement or refund. The couch is falling apart, made of poor quality and we’ve had this for a year now and continues to get worse. We have a warranty for a reason. We are seeking a credit for the purchase price of our couch to get a new one, asap. This is now posing a hazard to our family as the couch pieces are not staying together or in place.

  Business response

  11/09/2024

  The business has responded to the complaint however has requested that their response not be published.

  Customer response

  11/12/2024

  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.
  
  i do not have pets to which would’ve been the cause of damage so the allegations made forth by the warranty company as well as the company we purchased our furniture from is all falsified and unjustified information in relation to our claim for the faulty furniture which is falling apart in only one year of having ownership. The structure of the couch is legit breaking down and is not stable which caused the couch / sectional to collapse. We barely use our furniture. So how did any animal to which we do not have cause the structural integrity of the furniture to collapse to the floor??
  
  Regards,
  ******** ******
  
  
  
  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 25, 2024 we visited the Ashley Furniture Home Store Fairlawn, OH with the purpose of shopping a new mattress. We had a very good salesperson that convinced us to purchase not only a matresses, but pillows, sheets, matresses protector, an adjustable base, and 10 year warranty on that base. A couple of weeks later, we received our items and quickly realized the base was not the one we were shown and agreed to buy. We contacted the store and were advised if we wanted the base we were shown, it would cost us another $2000. After several more discussions back and forth, the manager of the store asked us to come in and look at something comparable. After doing so, we agreed to try out this other base (still not the one we were originally shown). When this replacement base was delivered, our brand new mattress was damaged by the delivery service. We tried the base while waiting on a replacement mattress and ultimately decided it was not what we wanted. Ashley continued to refuse to make their mistake with the base right, so I finally decided I did not want any base from them. Getting them to accept the return was very difficult but they did finally agree and arranged to pick their base up when delivering the replacement mattress. Once the refund was processed, I noticed I was only refunded the base cost and not the $299.99 cost for the base warranty. I have tried many times to contact them about this but have received no response. Now I own a warranty on an item I don't have. The purpose of this complaint is to get the money paid for the warranty refunded.

  Business response

  09/04/2024

  The business has responded to the complaint however has requested that their response not be published.  

  Customer response

  09/07/2024

  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased: 09/2022 ***** paid : $3000.00 Defect in mattress manufacturer denied claim saying it was due to being sat on and edges of mattresses are not made for that. Calls made to Ashley customer service and being escalated however each rep is indicating there isn't anything they can do. We are seniors on a fixed income and have a mattress that isn't functional

  Business response

  09/04/2024

  The business has responded to the complaint however has requested that their response not be published.  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a recliner from Ashley on March 5, 2024. i paid extra for the warranty. the chair turned out to be defective and i asked for a refund. i was told after the chair was picked up and it was documented that they had it i would receive my refund. i have been trying for almost 2 months to get my $1403.97 back. i was sent a refund of only $950.39 on 7.17.24. i called and asked about the $453.58 i paid for the warranty and was sent back and forth numerous times to numerous people to see what was happening. on 7.17.24 i was told that the money should be deposited in my account in between 7-10 days and it wasn't. i called today 8.2.24 and was told that all i was going to get back for the warranty was $201.60. i'm looking for my full refund for the warranty i paid on a chair that was crap. I'm feeling like i'm being punished because i didn't want their sub-standard furniture

  Business response

  08/27/2024

  The business has responded to the complaint however has requested that their response not be published. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to make online payment but unable to access via ***************.net. or *************.com it doesn’t access my account number, I called customer service ************ and left on hold for hours with no answer !!!! There is obvious some issues with their financing and I should not be responsible for late fees

  Business response

  08/12/2024

  The business has responded to the complaint however has requested that their response not be published.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley in June. It was delivered to my house July 18, 2024. On Saturday night 7/20/24 I went to go move my coffee table and the leg snapped off completely. We picked it up and moved it and when putting it back down it snapped right off. I tried to contact them on Sunday but the warranty department was closed till Tuesday. I called back Tuesday spoke with someone they asked for me to send in pics of the damage. I did text them to a lady named Karah. She then tells me she needs a whole view of the coffee table and I then send that over. I then get a text later today telling me it doesn’t fall under the manufacturer warranty. Said that they recommend lifting the furniture never sliding it. I then text back telling her we didn’t slide it but in fact picked it up and that should never of happened. They were closed when I text back, I only had the coffee table for 2 days. I’m planning on calling back and speaking with a manager to get this resolved hopefully

  Business response

  08/01/2024

  The business has responded to the complaint however has requested that their response not be published.   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Ashley Furniture Homestore 575 Alberta dr and purchased a *********** Adapt Medium Hybrid Mattress on 9/15/23. I initially worked with Bailey and her mattress manager Burt. After 80 days of sleeping on the mattress it felt too firm, I requested to do a comfort exchange. Ashley agreed to do so. I went back to the store and this time I worked with Jake as the salesman. I asked Jake "Do any of your other mattresses carry a comfort exchange because I don't want to be stuck with a mattress if I'm uncomfortable? He then told me that only the *********** mattresses have a comfort exchange. I then asked him, so if I exchange this previous *********** I've already purchased for another ***********, and this new *********** mattress doesn't work out, Can I just exchange it for something else? He then went to check with his manager Burt, came back and advised me that "Yes, That would not be an issue". Under those terms that were explained to me by Jake and Burt, I made the decision to upgrade to a *********** *** ******** Mattress on 12/21/23. After about 80 days, this mattress felt even more uncomfortable than the initial one I purchased. I called Corporate to initiate a return. I was told I had already used my one time comfort exchange. Again, when I asked them in the store if I could return this 2nd mattress, there was never any mention of a "one-time comfort exchange". It was explained to me I could return the mattress if I was uncomfortable Had I known this was the only time I could do an exchange, I would have chose something entirely different. I was making my purchase solely on the security of knowing I could do a return based on what Jake and Burt had told me. I feel as though I was lied to and deceived just for the purpose of them to make a sale from me. All I want from this business is to honor their integrity and provide me an exchange for a different mattress, which is based on the terms that were laid out by Jake and Burt when I made my purchase.

  Business response

  08/01/2024

  The business has responded to the complaint however has requested that their response not be published. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a bedroom set in summer of 2022 when we moved into our new house. The five chest dresser started falling apart immediately with the glides breaking off from the side. It kept falling apart even after the 1 year warranty. I called and they said they sent out complimentary parts over two months ago. Nothing came. I called a month ago and they said they had the wrong address on file. I updated the address and still nothing. When I sent pictures via chat assistant they questioned if I overloaded the drawers. If a drawer of about 15-20 t-shirts overloaded a drawer, that's pathetic. Called today to file a complaint with Ashley and they STILL had the old address on file and showed the parts have not been out for delivery yet. Bottomline, I spent $800 ($6461.58 order total) for a piece of junk and the some of the worst customer service I've ever experienced.

  Business response

  06/14/2024

  The business has responded to the complaint however has requested that their response not be published.

*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. ↩