ComplaintsforAshley HomeStore Fairborn

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB: Our names are ******** and ****** *******. We live at **** ******** *** ******** ** *****. Our phone numbers respectfully are: ************ and ************. We have a problem with Ashley Home Furnishing, ***** ******* *** *********** ** ****** We purchased a recliner chair in November 2023 from Ashley Home Furnishings. We then noticed that the footrest would not retract so we called for a repair. The repairman came by and found that the chair mechanism was bent. We were told not to use the chair and that a replacement mechanism would be on order. We waited 7 months for a replacement. The part arrived in early August and was put in the chair on August 12th. Shortly after that the mechanism base started to rise up on one corner and the chair was very wobbly. We called back. A second mechanism was ordered and delivered. A second repairman came out on September 17th. He confirmed that the previously installed mechanism was bent as well. He examined the chair and checked the third mechanism that was in a box. He found that the boxed mechanism was also bent. His name was ***** ********* (and he was a third-party contractor). ***** made up a report to be submitted to Ashley Home Furnishings. I have been dealing with a Customer Care Agent named: ******* ***** (************ option 2). I have attempted to contact ******* ***** 5 times via phone with no response. She did send me an email on the 24th stating that she was going to get with the supervisors about the chair. I have heard nothing since the 24th. It is our contention that we should be reimbursed for the chair or at least given a $600 credit for other store items. Can You Help? (we can provide better dated and paperwork to you if needed) [In all fairness ******* did tell us that she was dealing with some personal issues but we would think that a large company would ask another employee to handle a concern if the original employee could not.] Thank You: ******** and ****** *******

  Business response

  10/23/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have contacted our customer as of today 10/23/2024 to offer a reselection of this recliner to a different product. Once we receive photos of the current condition of the product we will then be able to continue with the reselection process. 

  Customer response

  11/14/2024

  Hello yes the issue was satisfactorily resolved though it was a "struggle" to get to this end point. We certainly appreciated the BBB intervention. Thank you. ***** and ***** ******* 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to ****** and **** at the end of Aug because our adjustable bed would not lay flat. Come to find out the wrong screw was used at set up and also not all screws were put into the frame. **** sent out replacement screws and a video on how to correct the problem. The screws will not fit properly. They are saying it is because it wasnt insallted correctly. I have sent many photos and videos to **** and Ashley. Neither want to take responsibility. They both blame each other. They will not send anyone out to look at it and they will not send a replacement. Now we are stuck with a broken adjustable frame with a dip in our bed and our backs are killing us. We also have a 10 yr warranty but they are refusing to assist as well saying it is ****** and ****. All I want is for ****** to do the right thing and send us an adjustable base replacement that is manufactured and installed correctly. I am the customer who spent $1600 on this item. I want it to work correctly.

  Business response

  10/18/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Morris honored an exchange of the adjustable base, which was delivered to our customer 10/3/2024.

  Customer response

  11/13/2024

  Yes they did thank you 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sectional couch purchased Feb7 and March 4, 2023. It was purchased in pieces because they all interchangeable. Since the purchase of the couch the material has piliated and bunched and the chaise developed a “hole” where a person would sit. After numerous calls to “the store” and customer service they finally sent SAW a repair agency that they hire to inspect. They had told us there was a manufacturer defect in the chaise and replaced the netting or trampoline thing you sit on. Then the chair and couch cushions started doing the same thing. I made numerous calls for this to be resolved and they have sent SAW to inspect and report on several times. SAW came flipped furniture upside down while scratching our bamboo flooring and was inspecting yet again. They found that the cushions needed replaced. Then yet again had to send SAW out to inspect again because they couldn’t find the serial number on one chair. They again came and finally sent cushions over a span of the entire time. The cushions are replaced and doing the same thing as the chaise lounge did. The back of the couch cushions are worn down and Piliated from the beginning and nothing was done with this couch. When you sit in the couch your bottom sits to the floor because something is not right with the craftsmanship. I have tried working this out with the store. They report nothing they can do. I have talked to **** and ****. I have talked to numerous people in customer service with no resolved. I have taken many days off work for deliveries of the items for repair and to have SAW come in each time. I have asked them to refund the remaining balance and come and pick up the couch because I am getting no help. I have tried to work with this company. This couch when purchased is nothing as it was in the showroom and feel like they should make this right. So now after all this time I feel like they should refund the entire purchase amount due to the hours being on phone. The days I took off work to be home.

  Business response

  10/23/2024

  Morris Home Furniture has reviewed the customer’s account and can confirm that we've serviced and ordered parts outside of warranty at no charge for the customer. We have ordered parts and the customer has confirm that they've received these parts but would not continue with the complimentary installation that was offered. Due to the amount of time that this product has been in the customers home, and usage the damages has been deemed customer caused by our third party technician. Any additional parts or services would be an out of pocket cost or the customer can refer to their third party protection company Protect All.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a sofa and loveseat from Ashly Furniture Centre Dr in Fairborn Ohio. The saleswoman Judi sold the furniture. She told me about an extended warranty for 5 years and it would cover everything. Well the bottom is broken on the bottom of the chair when or if you sit on it you sink down so they came to what was suppose to be a repair 3 times and it’s gotten worse, so they told me they couldn’t do no more but I could contact the extended warranty company. So I did and I told they about the problem and they said in their policy it does not cover my problem so they would not do anything but they gave me 2 repair companies I could call but I would have to pay for the repair. So they sale cheaply made furniture at high prices and they don’t tell the truth about what all the extended warranty covers

  Business response

  10/18/2024

  Morris Home Furniture has reviewed the customer’s account and we have serviced this product up to manufacturers standards. The customer reported a noise with the sofa outside of their manufacturers warranty which is why the customer was referred to GBS. Since GBS is our 3rd party warranty provider, we have no access to information pertaining to this claim. 

  Customer response

  10/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It’s not just a noise but if you sit on the chair you sink down because there is nothing to support you from sinking down. The cheap material that goes underneath the chair to support a person is not worked. The bottom of the chair was not appropriately put back on. It’s coming loose on the bottom. It needs to be redone right. My question is how can a person sit on a chair that has no support? 
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture at Ashley Morris Furniture on 8/28/2023. We took advantage of a financing promotion through Synchrony Bank. Issue 1: On our original Ashley Morris invoice we purchased 2 white den sitting chairs. One of these chairs was on back order, and one was delivered. Each chair cost $659.99. We cancelled the chair that was on back orde. Ashley Morris agrees that the chair was cancelled, however we have not received a credit to our Synchrony Bank account.I finally received a verbal call from Jocelyn who works in-store. She told me that furniture is only billed once it is delivered to the customer, and since I did not receive delivery, I did not pay for the chair. I sent her the copy of my original Ashley Morris invoice which includes 2 chairs, as well as my Synchrony Bank statements; Both totals were exact to the penny ($10,581.44). I had already started financing (paying) for BOTH chairs. I have repeatedly asked for further explanation and received none. I am paying for a chair I have not received and would like my money back. Issue number 2: We have a dining room table that is defective. This is the 3rd defective table we have received; However we have received no communication to have it replaced. It was stated to be defective by a Shaws Enterprise technician who is sub-contracted by Ashley Morris to make evaluation and repairs. The technician said the table cannot be repaired, it needs to be replaced, and the defect will only worsen through time. The technician and Shaw Enterprises sent a report to Ashley Morris along with photos. We received one phone call verbally offering us $49. The dining set cost us $1242.74. My response was either full credit for the defective table, take the entire set back as well as the 2 additional dining room chairs we purchased to complete the set ($203.42 each), or repair the table. No response, This has gone on for almost 1 yr; we have tried all means possible for resolution. I have docs to support our efforts.

  Business response

  09/28/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. The total of her purchase with Morris is 11,324.20. These order totals 10,581.44. If you take the total purchase price of 11,324.20 and subtract the amount financed, this leaves a balance of 742.76 which was paid on her Visa card. She also received 2 credits of 269.50 on 04/29. Both credits were issued to the customer in the amount of the table to keep as is in the home.

  Customer response

  10/08/2024

  
  Complaint: ********
  
  I am rejecting this response because of the following: 

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint…..
  
  From Morris: “The total of her purchase with Morris is 11,324.20. These order totals 10,581.44. If you take the total purchase price of 11,324.20 and subtract the amount financed, this leaves a balance of 742.76 which was paid on her Visa card.”
                    Consumer Response: $10, 581.44 was financed when furniture was purchased on 8/28/2023, which includes the price of the chair never received for $659.99.  The $742.76 was for the purchase of an additional mattress and boxspring, ordered by phone after the original purchase and invoice. Not sure the relevance of the comments on additional furniture purchased by a different credit card which was not financed, is pertinent to this conversation. We continue to state that we have paid for a chair that we never received and have never been refunded.
  
   From Morris: “She also received 2 credits of 269.50 on 04/29. Both credits were issued to the customer in the amount of the table to keep as is in the home.”
                    Consumer Response: This is a completely false statement! We received a credit on 4/29 for $539, (posted to the acct. on 5/10/24) for our “inconvenience” with multiple mishaps we had been through with Ashley Morris Furniture, and issues we were still going through.  This had nothing to do with compensation for the defective table we currently have ownership of.  This was for all other situations that had been problematic, including: delivering furniture with missing items that should have been on the truck for delivery, which then had to be rescheduled for delivery on a different date; pieces that were missing for our bed,  so the bed could not be assembled and the pieces had to be ordered and then assembled at a later date; a scheduled delivery that did not show up; repairs needed twice on our couch for a stain that was visible on delivery, and internal bolts that needed to be screwed in properly;  having our dining table being defective and needing replacement (twice at that point).  All these issues and more, for the inconvenience of time and energies we had to spend on them, and were still spending on them, was solely the intent of this credit.
  WE HAVE NEVER BEEN ASKED OR APPROACHED TO ACCEPT THIS OR ANY CREDIT TO KEEP THE DINING TABLE AS IS! In fact the current defective table was delivered on May 1, and the repair technician from Saw Enterprises who said the table needed replacement was at our home on May 6, so a credit issued in April could not be intended for a table we had yet to receive.
  
  Sincerely,
  
  *** *********

  Business response

  10/23/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. The total of her purchase with Morris is 11,324.20. These order totals 10,581.44. If you take the total purchase price of 11,324.20 and subtract the amount financed, this leaves a balance of 742.76 which was paid on her Visa card. She also received 2 credits of 269.50 on 04/29. Both credits were issued to the customer in the amount of the table to keep as is in the home. Any additional information that the customer is seeking, the customer would need to reach out to Synchrony Financing directly at 866-396-8254 since all payments and credits are processed through Synchrony. 

  Customer response

  10/28/2024

  
  Complaint: ********

  I am rejecting this response on 10/28/24 because:

  Ashley Morris Furniture is still unable to explain how they believe the chair that I paid for and never received was charged to me. It has been documented that this chair was on my original invoice total ($11324.20) and was fully financed through Synchrony Bank, so yes I have paid for the chair and have never been refunded. I am completely mystified on why Ashley keeps mentioning my payment on another credit card (for additional furniture outside of the original invoice) has any bearing on this issue.
  
  The second issue with regards to the dining room table, where Ashley/Morris states that the 2 credits given were for compensation for my damaged table are completely false! This is a complete lie! These credits had nothing to do with the damaged table, and I was never contacted to discuss any resolution despite all my attempts and efforts to do so.
  
  Please see my previous responses and documents.
  
  BBB PLEASE HELP ME! This has gone on for too long!!! I am due money for a chair I paid for and never received, and I have a defective table that I paid a lot of money for and never been compensated for its defect.
  
  Thank you,
  *** *********
  
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Some of the furniture I bout at Ashley has defects. I want it fixed. I paid a lot of money over $6000.00 I didn’t buy defective furniture and yet that’s what I was brought. Its not the delivery men’s fault in any way nor is it mine. See Attached

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s account and have spoken to our customer to verify that parts have been received. Service is set with our 3rd party repair company USQ for installation of these parts.

  Customer response

  08/28/2024

  Ashley Morris called 8-15-2024. I was told by customer care that i would get call from ??? would come to repair the defective furniture never got a call. Its 8-21-2024 I tried to call today on number I was given and recording came on to say it was disconnected and then rang busy and then nothing. I'm tired of playing games with them and getting lied to and the run around. As I told BBB in my orginial complaint I can not go online to talk to them because I don't do the computer. Just because Ashley told BBB they would fix the issues doesn't mean they did or are or have. I'm fed up with this and will them. I have been patient long enough. I bought my furniture in April. 4-14-2024. They determined in May some defective furniture. I spent over $6000.00 Its not my fault its not the delivery peoples fault but it is Ashleys fault. This has gone on for too long with no satisification for me the consumer. So purchase BRAND NEW FURNITURE and some of it is defective is wrong and unfair. I will never buy from them ever again in my life. The service is awful poor and doesn't exist. For such a well known company the only good part was the delivery peopleand the saleman at store. The lies run around and product i got bought ??? for is very poor I did not get good product but lousy?? service.

  See attached. 

  Business response

  09/14/2024

  Morris Home Furniture has reviewed the customer’s account and can verify that the service order was cancelled. We have escalated this to management with Saw Enterprises for expedited service.

  Customer response

  09/25/2024

  Better Business

  Re: Complaint - vs Ashley  furniture

  I received your letter in mail today 9-21-2024. I was contacted last week by a company to schedule an appointment to repair the defective furniture delivered to me by Ashley furniture in May 2024. The company is supposed to contact me this tuesday 9-24-2024 to come this wednesday 9-25-2024 to make the repairs. Hopefully they come to make the repairs and this long drawn out process is fixed and done correctly and this is done and over with so I am happy, satisfied and can use my furniture and move on. We shall see. I will believe it when it happens. 

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

  Business response

  09/28/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. Saw Enterprises visited this customers home 9/25/2024 and requested that we order additional parts. Per our records these parts were ordered as of 9/26/2024. Once these arrive to the customers home, the customer is instructed to reach back out to us here at Morris for assistance with assembly. 

  Customer response

  10/29/2024

  Re: Continued claim – Ashley

  This letter is to let the BBB know I called the company yesterday about repairs. When I called them they told me to call Morris. So then I called Morris so that they could contact the company to give them a work order. The appointment is on 11-6-2024. They are to call day before to give the time of appointment. Prayers this happens so my defective furniture can be fixed so I can use my furniture and this is done finally.

  Customer response

  11/19/2024

  This letter is to inform the BBB the repair man came on 11-6-2024 to work on defective furniture. He was able to fix both the wobble dining chair even though the leg replacement he ordered was not in box of replacement parts and both dresser drawers. Thank God. So he repaired dining chair and two drawers in dresser. They are repaired and I am so glad this nightmare is finally over. Thank you BBB for your help. You were the answer for help I needed. Thank you so much.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a party time reclining sofa from the Ashley store in Northgate Mall in Cincinnati a few years ago. It stopped working completely in May. It has a recall open. I filed the recall paperwork on 6/4/24 and received a confirm and was told it would take 2-4 weeks. I called last Monday after hearing nothing and was told they would call me back. They did not. Called today and Ashley gave me the Sedgwick company handling the recall who told me it was weeks away still and to call Ashley. Ashley's number goes to a voicemail and does not allow live conversation. At this point it needs to get fixed quickly or removed from my house with my money returned.

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. We have spoken with our customer and a service is scheduled with our 3rd party repair company, USQ to complete this repair. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sold a king bed set in the form of two xl twins. Our sales person said we can have our own firm levels, never mentioning this would NOT look or feel like a complete king bed. The sizes of the mattresses in the store are even & same size. We received both twin xl-mattresses and 1 is not the same size (see photo). Not only are they not the same size, the "firm" mattress we bought is softer than the plush. There is visible excess material on the "firm" mattress. I have attached a photo of the 'in-store' firm bed and there is zero excess material. I've reached out to support and they are saying this 1 bed is normal. I want a refund on both beds,(frame and mattress) so I can buy a single king bed. I never would have purchased two twin xl mattresses is my husband and i would be sleeping on different elevations!

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s account and have addressed the issues within the complaint. A reselection was entered and the customer has visited the store location and purchased new items which was delivered 8/2/2024.

  Customer response

  08/16/2024

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/1/24 we bought a couch,loveseat,mattress, frame, coffee table, 2 end tables, and an entire bedroom set for our new home. We picked up the couches and mattress/frame with the rest to be delivered. We were told delivery would be around 6/20/24. First my husband accidentally bought the wrong mattress but they claim since we didn’t have a ******* pillow then it can’t be returned even though that was not mentioned one time when ordering. Then we called for a delivery update mid June only to find out it’s looking like the end of June. We called again at the end of June only to find out 1 that they didn’t have the 2 end tables anymore and it was discontinued (that’s a lie, bc I cancelled it and found the same exact set elsewhere) and told us the bedroom set should be ready between 7/5-7/15. We then called again today 7/3 to get an update and now they want to say it won’t be ready until 8/1. This has been absolutely ridiculous. We were warned by friends not to use them but thought it was just a mishap but we should’ve listened. I will make it my mission to let everyone know to not buy a single thing from any Ashley associated business.

  Business response

  07/24/2024

  Morris Home Furniture has reviewed the customer’s complaint and can confirm that we've partnered with our bedding specialist and was able to get this reselection approved without the necessary requirements. A return has been entered as of 7/24/2024 for $4,268.93 to allow the customer to reselect to a different mattress. This reselection is valid from 30 days from 7/24/2024. We have contacted this customer on three separate occasions to inform of this curtesy reselection. 

  Customer response

  07/25/2024

  First off, you said you are giving us this money to replace the mattress as of yesterday and then proceed to say you've attempted to contact us 3 times. We haven’t received one phone call about this, I would be grateful to know that you actually plan to fix this issue but don’t come on here pretending to be some great company saying you’re giving us the chance to fix this and then lie saying you’ve attempted to call us. Why don’t you just do the right thing and actually reach out to fix the issues this business clearly has instead of trying to act like you’re this great company. 

  Business response

  08/15/2024

  Morris Home Furniture has reviewed the customer’s response  and can verify that the reselection was completed as of 8/4/2024. This means that the customer has visited the store location and purchased a different mattress with the credit amount provided.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/26/2024 I went to Ashley Furniture Homestore on Colerain to browse furniture. My wife and I found a couch we liked and asked about pricing and delivery etc. We were told the price and that the delivery would be conducted that following Saturday on June 1st 2024. The sales person, ****, processed the order and confirmed delivery date with my wife and I and we agreed to the delivery date of June 1st. We then paid for the item, in full. AFTER leaving the store we were informed that the couch was NO LONGER AVAILABLE. **** said she would call us in a couple of days as soon as she was able to figure out what was going on. After several days of getting no phone call from **** I requested a cancellation of the order because the item was now showing as Sold Out and unavailable. Customer Service emailed me back saying they are sending a cancellation request to the store and they would handle the cancel and any refunds due. I was then told by **** that they are not going to process the cancellation. The couch is still not available and I still do not have a refund. I was sold goods under false pretenses. I was given verbal confirmation that the couch was available and would be delivered by the 1st of June and the company is now in breach of contract.

  Business response

  07/24/2024

  Morris Home Furniture has reviewed the customer’s complaint and can confirm that this order has been voided and $802.03 was refunded back to the original form of payment method as of 6/20/2024.
  
  

  Customer response

  07/25/2024

  
  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.
  
  Sincerely,
  
  ***** ****

*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. ↩