ComplaintsforAshley Homestore

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Sale Date on Invoice: 11/05/2022 Amount we paid: 2,685.06 What the business committed to provide: On 11/05/2022, our salesman, , committed to couch delivery 3-4 weeks after 11/05/2022. After 4 weeks passed, we called the store requesting information about the status of our delivery. We were told that they were moved up to 6 weeks past the date of 11/05/2022. After those 2 weeks passed, we called again. This time, we were told it would be at least 10 weeks before we received our furniture. Nature of the dispute: After the 4 week timeline that we were originally given, I called to see what was going on with the furniture. I was told that the delivery date was moved up which I understood, but of course I wanted an explanation considering we spent several thousands of dollars on this piece of furniture. told me he was going to pull up our invoice while he put me on hold. Instead of coming back on the line, he transferred me to his manager. proceeded to brush me off with the excuse that things go viral which is why our delivery was postponed. With experience in the field, I explained to (shouldn't have to explain this to a store manager) that delivery dates are based on already expected shipments to the warehouse. Viral videos would be note postpone an order that is already submitted. After this he said he would call me back within 24 hours. I had to call him 3 days later. This time, he told me his sales agent was mistaken when he told us 4 weeks because he didn't know how to read the timeline accurately. 6-8 weeks was our definite timeline. When we were told 10-12 weeks, said there was nothing he could do about it. got us the furniture at 10 weeks, but we had to pick it up ourselves. After this frustration, IT CAME WITHOUT A CUSHION. We were told the cushion would be shipped on Tuesday 1/3/2023. Now, we're told it will be a MINIMUM of 4 weeks before it ships-plenty more to say-character limit.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2023/01/13) */ I have received Mr. complaint and would like to offer an apology for the poor customer service. I have pulled a cushion from our Gray Distribution center, and we are transferring it to the Jefferson City store. The store manager will work with customer to get to him. I am also leaving the parts order intact in case there is any other issues with the cushion. Mr. can keep the extra cushion for backup or dispose of it. Store manager will also reach out to offer a gift card for the inconvenience. If there are any further concerns, please reach out to our guest care office at (304)769-3004 Consumer Response /* (2000, 7, 2023/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) We are just thankful to finally have our completed order after so much time. We won't be shopping at Ashley again unless we can pull something off of the floor. I hate this because we LOVE their furniture so much and would have loved to furnish our whole house through them. But you live and learn! Thank you to Ashley for resolving the issue.

*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. ↩