Ashley Furniture Home Store

Was told it would arrive at the store Aug 28th, so I would get it the first week of September When we called back the first week of September, we were told "No, you were never told that...you were told the 13th You'll get it the 13th." The 13th came and went, and when we called, the lady said "You were told the 21st!" When we corrected her, saying "actually, we were told the first week of September, then we were told the 13th." She said "That's not my problem, you need to take that up with the sales team." We've called over and over and they keep lying to us about when we'll get our couch Last week we called and they said "We're getting it this afternoon and you'll have it Friday." That obviously didn't happen I had to cancel a housewarming party I was having because I don't have furniture to sit on! Today, the couch FINALLY arrived, completely torn to hell So much for their "quality inspection." They took it back We're told now that we'll get it some time during the week of the 19th...which is 1/mos after we ordered it We were told it would take weeksThis order has cost us a LOT of time, and quite a bit of embarrassment We had to cancel a rather large housewarming/dinner party We had guests come in from out of town who had no place to sit...WE have no place to sitNot to mention the entertainment center we also bought from them that came...but with a TON of the parts missing Missing shelves, missing fireplace insert...no idea when we're getting it eitherI want a partial refund of my money This had been ridiculous

To whom it may concern, The customer was contacted on 12/13/The customer purchased sofa from Ashley furniture in Pocatello Idaho on 06/13/and purchased recliners from *** on different dateI spoke with the customer and let them know that because the sofa was years old that it was out of warrantyI also urged her to call *** with any problems she has with the recliners as each Ashley store is individually owned and operated. The customer was understanding of the warranty and had thought they just purchased it last yearPlease feel free to contact me with any questions.Crystal M***

We sincerely apologize for the delayThe customer's parts should be in their possession soon as they have already been orderedWe thank the customer for their continued patience

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Deception has been a major issue, the only acceptable resolution is a refundAdditionally, the author of the response did not include their name or their role/position in the company My credit card company is also involved and having a name is necessary.Regards,
*** ***

Compensation is not given until after the final delivery has been madeIn this case, the delivery of the headboard was on 10/2, and therefore, there hasn't been any time on our end to process the confirmation that the headboard was delivered in good condition and then process a compensationWe will, however, contact the correct department so that they can initiate the compensation process

We understand that the customer has been waiting for a long time for the necessary
parts to come inWe have placed those parts on order and will send a service technician once they're inFurther, we will compensate the customer with a $gift card as a token of our appreciation for their continued patience through this process

Customer took delivery of the merchandise and is now disputing charges under the pretense that the product is not as describedThis was specifically in reference to the sofa, which we reordered and offered to exchangeHowever, we have informed the customer that we will not be exchanging until the
customer reverses or cancels the pending payment dispute

While we certainly apologize for the issue, we hope the customer understands that we wouldn't arbitrarily "back the customer into a corner" without a reasonWe're obligated to repair, if not, replace, should all attempts end in failureThe only conditions in which we do not do so is when we've
determined that the breakage was not a manufacturing defectI will forward this complaint to the management for another consideration, however, we make no promises regarding our initial findings

Delivery was cancelled originally for weather-related reasonsThe customer has been rescheduled for 2/We thank the customer for their continued patience

The customer can either contact the manager or proceed with their lawyerWe could not recall any records of this person having ever shopped with us

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response
because: Furniture is now scheduled for delivery. The delivery date is the 19th which is at the beginning of the 9th week since furniture was originally purchased. Delivery was projected to be within 2-weeks. I was told I would be called back by sales person to help with fixing delivery and got no call back. I reached out to speak to manager who also said he would call me back about trying to delivery without additional fee, and did not reach back out. Only after negative reviews were posted then the next day delivery was moved up to the 19th which is still weeks after maximum estimated delivery
Regards,
*** ***

The customer's update is notedWe stand by our previous response

According to notes, the item in question was repaired back to manufacturing specifications by the *** technicianIf there's a problem that continued after the tech has left then the customer is welcome to contact the customer service department at ###-###-####

The customer is making different claims about the price of the ottomanWe can confirm that the customer purchased the ottoman and paid for itIf the customer had a pre-existing agreement with the store manager regarding the price, then the customer needs to contact the store and speak with the managerOtherwise, what is reflected on the invoice conforms not only to our pricing for the ottoman, but also, is what the customer paid toThe payment therefore constitutes an acceptance of the price for the item.Regarding the sofa sleeper, the customer can return it but must pay a 30% restocking fee, as per the customer sales terms and rulesWe're choosing to adhere to our policy because the customer accepted delivery of the sofa sleeper, despite claiming dissatisfaction with the wait timesThough the customer correctly points out that the sofa sleeper had some imperfections, we offered to exchange the sleeper sofa for a brand new one free of charge

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I still would like to know what the restocking fee amount isI have reviewed the response made by the business in reference to complaint ID ***, and have no other option to find that this resolution is satisfactory to me. In regards to the second complaint, I was now told that the part was ordered 12/and theReordered 3/because something happened in the systemI have been told the part will be here in MayIThis complaint has not been satisfied
***
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Another day of my time is wasted as the store sent me broken furnitureIt was packed nicely but when guy opened it, it is broken insideTime and again, I had requested to inspect the furniture before asking me to commit a day of my personal time to receive the furnitureThey failed to do soI have already spent few days of my personal time off on this furniture and hours of phone conversations in talking to Ashley Customer Service
Regards,
*** ***

We apologize for the initial damage of the bedHowever, we have taken the necessary steps to make sure the customer has a properly working bed that is up to manufacturing specificationsWe attempted to deliver a new part (slat) for the bed on 2/The customer refused and returned itWe found
that there was absolutely no damage with the slat

Notes indicate that the chest has been cancelled

This is not our customer - as we do not own any locations in Sterling, VATherefore, all complaints ought to be directed at the Ashley Home Store in Sterling, VAWe apologize for the inconvenience

As we already stated, the customer *is* entitled to a refundThe customer came in but had a different card than the one used during his purchaseAs per company contact, if customers pay using a specific card, all refunds must go back with card used during purchaseThe customer claimed to the store agent that his wallet was stolen and that he doesn't have said cardThe store repthen explained to the customer that he should get a letter from the bank stating as much so that we can refund his amount back onto a new card of his choosingWe are sorry the customer left that tiny bit of vital information out of his recent complaint