ComplaintsforFurniture & ApplianceMart/Ashley HomeStore

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch pull out bed last November 2023 for $1000 And a warranty for around $358.The frame and other parts broke on the bed.I filed a claim on 11/4 and they told me a couple of days later I have to wait till 12/10.They have to wait for a part and then fix it.This is very unacceptable. My child uses that pull out bed as the only ******* my child has to put the mattress on the floor until they get it fixed.I have been told to call the store. I call the store and get transferred to dispatch.I have been told 4 times to call a certain person to get it escalated.I need the bed fixed or replaced this week.

  Business response

  11/07/2024

  The extended warranty contract is between the customer and ******************** care protection. We encourage them to work directly with them regarding their concerns by calling the number on their contract.  They may have other solutions for them. 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/20/23 reclining sofa ($800) and 4 yr accidental ($100) purchased in store Ashley **************4/2024 moved to ** (used pro movers).7/27/24 recliner frame broke. Clm filed w/ ******* ************. Repair for Sept 10 Clm #*******. ********* 713-943-7016.9/10/24 - Called x2 status. Tech **** to cb. Call recd 5:00pm, need to reschedule. On hold, came back 'we don't service area'. Co website says it does per zipcode. Instruct call warranty co back ************. Called warranty co explained what happened. They will look into and cb. No cb.9/13/24 - called usq asked to speak to VP. Explained events and he said he will look into. Website still shows my zip code in service area. No cb. 9/16/24 - Put on hold twice at Ashley customer support (Traneeda and *****) and disconnected. ***************. 9/16/24 - recd email from ****** **** from ************************************** ************. Email said approved store exchange for couch and that old furniture needs to be returned to store prior to exchange.9/17/24 - I called furniturecare protection ************ asking what store and am I responsible for returning the couch myself and that I do not want an exact replacement of the couch. I would want to use the in-store credit or full refund on a different couch. **************** gentleman said at that point told me that the email is incorrect. The company will be sending me a check for $80.00 (prorated) and my warranty is cancelled. I am so angry, tearful, and emotional right now. I bought a couch and extended warranty, and the end result is my warranty is cancelled (not a full refund) and now have a couch that the foot piece is stuck open. If I was to go to buy a new couch, they would have no problem taking my money, offer me the extended warranty and deliver a new couch. Do I have any rights? Next step?? Options?? Or am I now stuck with a broken couch.Please advise. Thank you!!**there was other back and forth calls made by me in Sep24 but did not highlight them above**

  Business response

  10/02/2024

  We are sorry to hear the frustration the customer is having with their extended warranty.  We do see that they purchased their product in 2022 however the extended warranty is a contract between them and the provider. We are unable to make any decisions on their behalf so they will need to contact them directly.  

   

  Kind Regards

  F&A

  Customer response

  10/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22299244, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  I do understand that the couch is out of ashley warranty but they need to revisit the warranty company they support in taking care of (lack of) their customers.  By buying the extended warranty that ashley offered, it ended up costing me $20.00 (original purchase $100 minus the prorated $80 check received) for not honoring the warranty that was sold to me by ashley.  I will never buy from ashley furniture again.  Scammers!!
  
  Regards,
  
  Annette Everetts

  Business response

  10/07/2024

  Please refer to your extended warranty policy on what is covered.  If you disagree with the result we encourage you to contact the provider in which you have the extended warranty with. We do not have visibility to the discussions you have had with the provider or the outcomes.   If you would like us to look into an out of warranty service we can provide you a quote on what it would cost as an option.   

   

  Best 

  F&A

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sectional sofa from this store and found issues with sagging on one side. They sent service people out about 3 times and it went right back to sagging. Now the say it's out of warranty and there's nothing they will do. They call it wear and tare. How can brand new items come with wear and tare?

  Business response

  10/01/2024

  Thank you for bringing this to our attention. Our records indicate that we have replaced the cover and pad multiple times, always in accordance with manufacturer specifications. The concern has never been classified as a manufacturer defect covered by warranty, but rather relates to usage, which we addressed as a goodwill gesture. Therefore, we cannot continue to replace covers beyond the 1-year warranty and consider this matter closed.

   

  Regards,

  F&AM

  Customer response

  10/01/2024

  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 
  This furniture was repaired multiple times. I t was bad when I received it so wear is not even a legitimate excuse.
  Regards,
  
  ****** ******

  Business response

  10/01/2024

  Our records show that the product was delivered with no defects. We would be happy to share the photos taken at the time of delivery as well as after the service on the worn seating area. We are unable to replace under the manufacture 1- year warranty. We could look into an out of warranty quote for service otherwise we would consider this matter closed. 
  

  Regards

  F&A

  Customer response

  10/02/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ****** ******

  Customer response

  10/02/2024

  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
  They repaired it three times from new. When you have a problem from new you make it right. If this was the best they could do, they should have replaced it right then. If it was ok when delivered they would never have tried to fix it.

  First they say they repaired it a couple times, then they say there was never a problem. If there was nothing wrong, what were they supposed to have fixed. It should have been replaced the first time.
  Regards,
  
  ****** ******

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiance and I have gotten two different beds and they were both defective. My fianc recently passed away so I got a smaller bed since I dont need a big bed anymore. I originally didnt want another bed from them due to it happening twice. So I am forced to spend the whole credit. I wanted a smaller bed. I have received the new bed but have not used it. Since my fianc was disabled, he needed a certain size of bed. But now I have to pay the same price for my full size bed that I did for the King size. We got quoted a certain payment and all of a sudden, the monthly payments are way more than what we were quoted. And if I wasnt going to get a mattress there as a replacement, they were still going to charge me. Even though I returned the bed that was defective. They refused to do a refund of any kind. Very unhappy with how this was handled.

  Business response

  09/16/2024

  Were truly sorry for your loss and understand how frustrating this situation is. The warranty provided at the time of sale covers defects in the mattress, but it operates on a one-for-one replacement basis, meaning there is no refund for price differences. Unfortunately, we cannot modify this warranty policy, so we are unable to offer an alternative resolution.  If the customer has not picked out their replacement yet we would suggest they look at options for smaller mattresses that we carry that may be equal in pricing. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5 year warranty on a couch and love seat set in ********************************************************************************* they don't cover stains however when i look at what it covers it clearly says ******. They charged me for a protection plan $150 that i cant use. Its was a lie and i Also have protection plans for many other furniture items i purchased there and i am now wondering if i wasted more money as well. They didn't hold up there end of the protection plan why.

  Business response

  08/20/2024

  The customer will need to contact their ******************** care protection plan provider (FCP) as the contract is between them and FCP.  We do not make decisions on claims filed with them.

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased several pieces from Ashley. The pieces came in early & I was notified of a new delivery date that did not work for us. I was notified several times to call & schedule a delivery date. I had to reschedule a couple of times due to a death in the family but finally just agreed upon July 26th 2024 even though it was not a good time for us. My husband was home just for the delivery and just brought the pieces in and put them in the spare room. We were unable to open the pieces until a week or so later. One of the leather chairs upholstery was defective. Even the tag on that one had a ripped sticker off of it. Both chairs were also wrapped different. I had problems getting ahold of someone at the Ashley store (being put into voicemail 8-10 times with not return call). When I did finally did they stated the 24 hour return policy. I explained that we did not want a return but a replacement with a non-defective one (return entails a refund or credit, replace entails an exchange!). I was told to call customer care. ************* again stated the 24 hour return policy. Again I explained I only wanted it replaced, not returned. I sent photos and they said they would have to talk to the technician. On their call back they said per the manufacturer's policy they would have to send the back piece to the house & send a technician to replace & tac the back piece in. The chair is all one piece so would have to be totally disassembled and reupholstered. I am not happy with that. This chair should have gone through quality control and rejected from the manufacture and never should have made it out the door!!! We should not have to have a $423.99 brand new leather chair reupholstered from the get go!!! The manufacturer should get the chair back and a non-defective chair sent to me. This is an Ashley brand so it is your manufacturer. I do not expect to have a brand new chair to have to be repaired regardless of what it is. It should be new with no defects not defective.

  Business response

  08/14/2024

  We do apologize for the frustration of receiving product with a defect.  At the time of purchase the guest received a manufacture 1-year warranty that covers the part replacement and we provide the service to replace the defective part by a professional technician. The product they purchased is not one piece but multiple covers so it is the matter of removing the defective piece and replacing it with a new one to bring it back to the manufactures specification. We understand that the customer was not able to inspect the product right away but we do have a 24 hour notification policy which is in their sales order that they receive at the time of purchase. The warranty does not offer an exchange option so they will need to proceed with service. If they refused it they will need to contact our furniture service department, so we can get the part on order and get this resolved for them. 

  Customer response

  08/16/2024

  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.

  Obviously Ashley does not have any quality control and will send out defective pieces and use their 24 hour return policy (which is a return, not the same as exchange or replacement for a defective piece) so they can get rid of defective pieces. You need to define your so called return policy. Look up the meaning of return. As for the not one piece, yes there are a couple of smaller pieces but for the most part the chair covering is mostly one piece. I have attached the replacement piece and as you can see the chair will have to pretty much totally torn apart to reupholster the chair. Unfortunately we as a customer have no choice as to keep a defective piece and have it torn apart and redone. We expected to be sent one that passed quality control before being sent to us. For all we know this was a used piece that was retagged and sent out. You can reply and apologize all you want but your apology means nothing to us when you really don't care how your customer feels about getting a defective brand new piece of furniture. You even say that you apologize for receiving a product with a defect. Basically sorry but not sorry, we just send our customers defective pieces and put the burden on them. I am so glad I did not pay for an extended warranty. No trust whatsoever!!!
  

  Regards,
  

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

  Business response

  08/22/2024

  We understand that dealing with defective products can be frustrating. As a small 100% employee-owned company, we take great pride in addressing these issues and ensuring customer satisfaction. The manufacturers warranty covers parts only.  We will provide the service to remove the defective part (only the cover) and replace it  with a new cover bringing it to specification using the same processes as they do when they assembled it.  

  The manufacture's warranty is for part replacement.  At this time there is no other option as we cannot provide facts to the manufacture of damage caused by them past 24 hours of delivery.  We would like to get this resolved by getting the part (cover) on order and get the service completed as parts do take time to receive.  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress and a base from Ashley furniture. The base legs are broken. I believe it wasn't screwed in correctly. I reached out to Ashley and they told me to contact the manufacturer first. I did, the manufacturer agreed to replace the base, but I have to pay the shipping cost as well as put it together myself. I reached back out to Ashley furniture to see if I can get it shipped to there store, and they send out someone to assemble it as well. I was told they can't cover the shipping cost, and I no one can come out. Is that nice? I've only had this bed and base for a few months. I've been sleeping on the couch the pass month:(. The warranty I have doesn't say I'd have to do all this. Please help me ??. Thank you

  Business response

  08/08/2024

  We apologize for the frustration this issue has caused. The defect was identified as a manufacturing error, not due to our delivery team. We coordinated with the vendor to expedite the approved exchange directly to us, avoiding any shipping charges for the customer. This was delivered and resolved on 8/5/24. We consider this matter closed. Thank you for your understanding.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a bedroom set, as is, at a warehouse sale on April 20th, 2024. We paid the $200 delivery/setup fee. The men who delivered the set were professional and friendly. When unpacking the items, it was discovered that two of the feet for the nightstand were broken (they were not broken in the store when we bought the set). The man took pictures and made a phone call to request for replacements to be sent. In addition, the mirror arrived with no mounting brackets or hardware. This was also noted by the delivery driver. We were very patient, givings things a number of weeks before calling to check on the status. When I called the first time, it was almost as if this was news to the man on the other end of the phone. He was very friendly and said he'd get working on things right away. Another couple of weeks passed, and still no response from the company. I called again, this time getting a lady. She said that management had approved a parts order; however, nothing had been ordered. This was on June 24th, 2024 (more than two months after purchasing). We finally received the feet and were able to get the nightstand assembled (something we shouldn't have had to do since we paid the setup fee). We had also received the brackets for the mirror and were all set to get that mounted, when we realized they didn't send us the hardware. So the mirror continues to sit and take up space in our daughter's bedroom. We are going on 3 months since purchase. I called again to request the hardware and to request an adjustment in the amount of $200, considering we are doing a portion of the setup on our own (that we had paid to have done), and for the inconvenience and lack of customer service. It has required a great deal of our time to get this resolved, and we are still waiting. I was informed that the delivery fee is non-refundable, which it does NOT state on the customer agreement. When asked for some sort of compensation, I was told nothing would be done. Very disappointed.

  Business response

  08/22/2024

  Customer was refunded $100 white glove portion of delivery back to the original payment method.  This was completed & processed 8/19/24

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dishwasher and paid for an extended warranty through their store. A piece broke off within a month - which I would assume is still under warranty or the extended warranty.. I called for it to be fixed. I was told they ordered the part. That was 2 months ago. When I emailed to find out what was going on - no answer from the person who ordered, so I called their service line. She cannot tell me what is going on and said she would touch base with the person who ordered the replacement part. No one is getting back to me in the meantime I have a piece broken on my dishwasher and they are not fulfilling their obligation with the warranty.

  Business response

  07/24/2024

  We apologize for the delays with the vendor's parts. We have been in contact with the customer and have scheduled the installation for July 26, 2024, now that the part has arrived.

  Best,

  F&A

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a couch in May 2022, and received it August 2022 from Ashley Furniture, ***********, **. We paid $5,948.28 for this sectional and when we received it, the fabric under it was ripped, and the last piece of the sectional (one of the recliners) was missing an entire bracket so it couldn't be clipped together. We were told the people that brought it would put something in right away, so that it could be replaced. Not sure what happened, but we didn't hear anything so I reached out myself on September 16th, 2022. From there I was told the parts would be ordered. On January 16th, 2023, I was asked in a text if I still needed assistance on my couch. On January 19th, I had to send in another set of photos so they could get parts ordered. On February 13th, I had sent a text asking what the update was for these parts, and I received a text stating they were ordered on January 23 2023, and it'll take 2-4 weeks to get it. I then received a text staying my parts were in, but they couldn't get anyone out to me to fix it until June 2023. I called myself and asked if we could just pick up the parts ourselves so my husband could connect it himself, and when we got home the part wasn't even correct at all. I reached out to them again to tell them the part isn't right, and they yet again wanted more pictures of what is needed. The parts were again ordered, and I received an email 02/2024 stating my parts were in and needed to get it scheduled or my parts were getting sent back. I didn't receive a text or a call stating they were in prior to this. I called and scheduled for 06/17/24, I received an email that AM that the tech was on his way, and received another email 2 min later stating the parts were incorrect and needed to reschedule. They expedited parts for us, and scheduled another appt for 06/25/24, only for the tech to get here and the parts were yet again incorrect. We are now at 22 months of no service, and couch still not properly put together.

  Business response

  06/26/2024

  Thank you for reaching out to Ashley Furniture. We will get this complaint routed to the proper team in ********* that can help. Please reach out if you have any questions.

  Customer response

  06/26/2024

  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.
  
  My husband has called customer service 3 times and 1 time to the ************************************** manager to speak to a manager in the corporate office since all the others that we had spoken to stated they couldn't help us. The first time we were told we couldn't speak to a manager until the case has been resolved. (It has been 22 months.) The second time we were told our complaint would be passed on to a manager but was told she couldn't guarantee a call back. The 3rd time was to a store manager, and he said he would email an upper manager to contact us. No response since. A tech came to bring us the parts that were ordered again last week, and came on 06/25/24, and parts were again not correct. The 4th time contact was 06/25/24, after being told yet again, that the parts were not correct. We were told that an email would be sent to upper management stating we wanted a call back by the end of the day. We are on the second day of that 4th call, and still no contact. I'm unsure by your response of letting someone in ********* know that we will actually be able to speak to someone that we had requested 4 times ago. 

  Regards,
  
  *************************

  Business response

  06/27/2024

  We have informed the customer that an exchange or refund is not an option. Since this issue is due to a manufacturing defect covered under warranty, we will need to proceed with the service. We were able to assemble the product so it is functional from the start and understand the customers frustration. Our goal is to obtain the correct part as soon as possible as we completely understand the customers frustrations.  When we receive the part from the manufacture we will contact the customer to set up service date. 

   

  Thank You

  F&AM

   

   

  Customer response

  06/27/2024

  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.
  
  From the date of delivery in August of 2022 I have been told this would be fixed. We are now in June 2024 with this still not fixed with multiple times of a tech being on scene continuously telling me the parts are not correct. I can understand that things happen and this may be out of Ashley Furnitures hands in the beginning due to manufacturer defect, but at this point I have had multiple techs here multiple different times who continuously tell me that the parts are not correct. How many times and how many years is this going to take before being resolved. I have been more than patient and at this point with the amount of money I have spent, and the amount of time I've taken off of work to be home for someone to fix this couch, it's beyond acceptable.  The second last time a tech was to come here to fix my couch on 6/17/24, I received an email that a tech was on the way, and then received another email 2 minutes later stating that my parts were not correct and my appointment was being canceled.  This was also after being told the parts were in and having that appt scheduled 1 1/2 months prior to that. How did this even happen? Another tech came on 6/25/24, yet again another day off of work to be home in 1 week, and told again that the parts were not correct. At this point, the blame is on Ashley Furniture, not the manufacturer. In your last email, you stated it is set up so it's functional, and I will let you know it's not.  I have people sitting on that floating piece of the sectional and when reclining, some have actually fallen backwards, and my floors are scratched because it is not stationary. So no, it is not functional. And your response back is so sad that you feel this way about your customers that after 2 years, IF you fix it that it makes it right. 
  
  Regards,
  
  *************************

  Customer response

  07/08/2024

  I appreciate the vice president reaching out, but I was told over the phone that the correct part is being ordered, but southern motion is sending the wrong part. I'm over hearing the same exact thing, that the wrong parts were ordered, but they will do everything they can do get the correct parts. At this point it's been 23 months of me having this with hearing the same thing. I want my money back, and they can keep the wrong parts that continue to come in after 2 years.

  
  

  Customer response

  08/06/2024

  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.
  
  My couch has been finally fixed, and it has been 2 years later. I'm thankful the parts were able to be ordered correctly,  but unfortunately that doesn't help the constant stress when people sit, time lost at work, and the carelessness at Ashley Furniture. The vice president of the company called me on July 5th, said she would contact me back, and told me to give her at least 48 hours. It's been 27 days with no call back, what does she plan to do for us as customers? 

  
  Regards,
  
  *************************

*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. ↩