Ashley Furniture Home Store - Porcatello ID Reviews (%countItem)
Ashley Furniture Home Store - Porcatello ID Rating
Address: 1950 Hurley Dr, Pocatello, Idaho, United States, 83202-1903
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In June, 2019, I ordered a recliner chair, on June 25, 2019 I paid the first payment and went to Ashley Furniture to tell them the cushion or springs or the right side were broken. They said they would send someone out to check it. I said okay. July, 2019 a man, Richard came, turn chair aver and stood behind it for 15-20 minutes, turn it back up. sat in it and said repair parts would be sent to me in mail!!! July I went to store to tell them tey were not right and that if they didn't mean to fix it (it was now 3 months old) I would take picture of it and tell what they had not done. That day the manager called and said he would send a man out to see, I ask him if that man could fix the chair, he said no so I said don't send him. The next day a woman called to tell me the chair would be traded. The truck came, they took my chair out, brought in the same chair and told me new. It was my chair cushion the same and maybe the springs the same. I told them okay (I was tired of lies) wrote my initials to have Ashley Furniture sign up in yard. Just to get them to leave. The same damaged chair in still in my front room.
This customer purchased a recliner in our store, and was not satisfied with it. We ordered her a replacement recliner, and brought it out to her house. She was under the assumption that we had brought her the same chair. This was not the case. To resolve this issue we refunded the customer in full, and picked up the second chair from her house.
Complaint: ***
I am rejecting this response because:
Sincerely
Thank you for being the Revdex.com and helping those of us who have complaints. On September 16th I called Ashley Furniture and ask them to return my money to me and pick up the chair. A man called Jared responded and told me it would happen. They came and got the chair and seny money to Wells Fargo Furniture account that I had. I am getting the money from Wells Fargo and buying another recliner chair from another furniture store. My thanks to you, the Revdex.com and all you helped me with is appreciated. Again thank you. ***. (P,S, thank you for letting me talk as I have a terrible time doing so since my stroke.)
I have been trying to get my couches covered through their old insurance company Montage for 2 years and no one has actually done anything to help me. My couches have only gotten worse and they still won't do anything. They even state that they stopped using the Montage insurance company because of how bad they were, but still won't do anything to help the customers that went through them when they said they were good. They keep telling me they will send someone out, after that nothing happens or is processed. I have had 3 people over to look at my couches. Crystal, their old manager stated they would fix the couch and that they were ordering parts, then no one contacted me. When I called them again I was told my couches were discontinued and no parts were available and told to go through insurance again. Then they say that they either lose the paperwork or that the claim has been closed. Then I tell someone new my issue and they say how much they want to help, then give me the same story. I was also told at one point to buy new couches. Super frustrating!
This customer purchased a living room set from us in 2015. They purchased a five year accidental warranty through a company called Montage Furniture Services. We did sell their services at that time, and
Montage manages all of the claims for this accidental warranty themselves. We have not indicated to this customer that we would be fixing their couches, as this would be a decision handled by Montage. We
did help *** get her paperwork in order to submit a claim to Montage. This complaint should be directed at Montage Furniture Services. We do not have any control over the claim process that is
managed by Montage.
We ordered furniture in mid February. Several times we were told the furniture is on the truck. Subsequently the furniture no showed. Several messages were left. Which went without response. A portion of the order was canceled. And, the process repeated itself. Finally the remaining portion, a dining table and chairs were delivered damaged. A message was left that the replacement had arrived. We responded and left messages. No delivery took place. After conversation expressing out dissatisfaction and asking to speak with the owner, the Sales Manager told us that was never going to happen. And, they didn't want our business. When we pointed out that there had been payment, the manager said that would have to be dealt by accounting. We have asked for the furniture to be picked up and that the driver provide proof of credit.
This customer came in to our store to order furniture, and was told the order would take three to six weeks to come in. Mr. came to the store three days after the order was placed wondering where his order was, and saying that we told him it would be delivered in one week. He then told us that we were lying to him, and that he needed his furniture now. In an effort to meet his needs we delivered a loaner set for him to use until his furniture arrived. When the furniture arrived we delivered it promptly. There was freight damage to his dining room table, and we immediately ordered a replacement. The damaged table was left at the customer's house to utilize until the replacement came in. When the replacement table arrived several voicemails were left with the ***s to notify them that it had arrived. When Mr. called the store back a week later he demanded to speak to the store owner, and told us that he would be taking us to court. We told him that we would be happy to bring out his replacement table right away, or we could pick the furniture up and refund him in full. He told us that he would be coming in that afternoon to meet with the owner. After informing Mr. that we were unable to make this happen, he told us he was coming in to the store to make a scene. His wife called back a few minutes later and told us to come pick up the furniture. We waived the 20% restocking fee, and refunded his order in full. We asked him to kindly take his business elsewhere. There were no messages left with our company that were not returned to Mr. or his wife.
I bought a dresser that needed to be ordered from their warehouse on December 1st. The woman I ordered from promised it would arrive within 3 weeks. When 3 weeks had passed I called again and the gentleman on the phone said it was on a truck from California and would arrive in store on the 27th. Today on the 27th I called and they said it hasn't yet been shipped and won't be arriving until late next week.
The customer has been contacted and made aware that her dresser will be available for pick up tomorrow 12/29/2017.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I purchased two chairs and a matching couch and within about 8 months they began to crumble completely apart; I can provide photos as proof. I've owned them over a year now, but just didn't know what to do about this problem. Then I had a friend mentioned that it's probably too late to get a refund from the store but that I should go directly to the company because it is a bad product. I would love to have replacement furniture. if not I of course will never by Ashley brand again and I will let others know not to bother with this company as the products falls apart. I am the only one living in my house, and so to have this kind of wear-and-tear within a year is ridiculous. I have to vacuum my floor every day because of the mess it makes. All three items have literally peeled, no top layer left... it looks horrible. If I could get replacement furniture that would be wonderful, but I would not go for the same style because I'm afraid it would just peel again and we'd have the same issue. In that case, a credit for different furniture with Ashley would be fine.
This customer is in Idaho, I do not believe she is one of our customers.
Thank you,
Karianne
The two chairs were purchased at ***n Pocatello Idaho, 83201. The couch was purchased at Ashley Furniture located at ***, Pocatello Idaho, 83202.
To whom it may concern,
The customer was contacted on 12/13/2017. The customer purchased 1 sofa from Ashley furniture in Pocatello Idaho on 06/13/2011 and purchased 2 recliners from *** on different date. I spoke with the customer and let them know that because the sofa was 6 years old that it was out of warranty. I 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 year. Please feel free to contact me with any questions.
Crystal M