Ashley Furniture HomeStores of Central Illinois

Initial Business Response /* (1000, 5, 2016/03/31) */
Ms. [redacted] purchased a sofa and loveseat February 21st. After receiving the items from the manufacturer, We delivered both items on 3/22/16 and they were signed for in good condition. (Delivery receipt is attached). Mr. [redacted] reported on...

March 24th the middle frame board had broken. We sent our craftsman to resolve the issue on March 29th. Our craftsman did state there was no manufacturer defect and the damage was due to in home use. He did however resolve the issue (See craftsman's report as attachment). We spoke to Mr. [redacted] afterwards who agreed the craftsman did install new wood to resolve the break but is not satisfied with the repair. Because the issue has been resolved and was not a manufacturing issue, our warranty does not cover replacement of the sofa.

We regret Ms. [redacted] is experiencing difficulty with the third part warranty company. The warranty is designed to cover accidental damages.  Ms. [redacted] is out of our warranty period which ended in 2016 however we are happy to assist her by ordering the parts to replace the fraying fabric.

Initial Business Response /* (1000, 5, 2015/10/07) */
Ms [redacted] purchased a sofa in December of 2014. On February 24th, she reported the seat decking was tearing and she could feel the frame. Our craftsman visited on March 21st but Ms. [redacted] was not home for the appointment. Ms. [redacted] called back on...

May 20 and scheduled service. Our craftsman visited on June 8th, 2015 and found the entire back frame was broken and loose. He deemed this customer caused because he found no defects in the workmanship or the lumber that makes up the frame. Our one year manufacturer warranty only covers issues caused by poor workmanship. We contacted Ms. [redacted] and discussed the report with her. We did offer to repair the sofa and quoted $350.00 which is our cost to purchase lumber and dispatch a craftsman to her home. We will be happy to extend this offer and resolve the issue. I have attached pictures and the report from our craftsman's visit.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are quite a few details missing from their report. The frame only started to break after the fabric tore, which was after one month of owning. The shoddy craftsmanship of the fabric led the frame to eventually fall apart. The fabric was all that was holding the seat to the frame. As I tried to get the repair company out, they made an appointment in March without my knowledge and I was not home. I called them and they apologized. When they came out finally, the repairman stated he did not have enough wood in his vehicle but would have someone call me to schedule him to come back out when he had more wood. After several days I called back when I heard nothing from them. They then stated they were chosen charging us to fix it. This is not what the technician told us at the visit.

Mr [redacted] did visit our warehouse to pick up furniture.  The furniture was not at the warehouse when he arrived.  We did reschedule for a different date and did offer to compensate the [redacted]'s with a gift card which was declined.  We are still happy to offer a gift card but...

are not able to discount the furniture as it was discounted at the time of the sale.

I am rejecting this response because: I might have signed that we received the furniture BUT their delivery people were fully aware that the couch was broken.  They even took pictures of it.  THEY said someone from their service department would call me within the next couple of days.  They did call on Sunday, June 25.  As I originally stated in the complaint, if I would have know the issues this was going to cause, I would have had them load the items right back on the truck. I also might have initials items in the store BUT I was buying a new piece of furniture.   I was NOT expecting it to be broken when delivered. This is poor customer service.  I received a broken item when I purchased something new.   I expect new undamaged furniture.  $2000 might not seem like a lot to some people but to me it is.  My husband  is ill with cancer.  I was just trying to make him comfortable and easier for him to maneuver himself and all I have received is grief.  This is an easy fix - send me a brand new couch.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.they called and left a message at end of day the other day! The next morning I received another call asking for a better number to reach me even tho they only called 1! When I called the lady still couldn’t find my account I had to give her the incorrect info to locate the account! She then told me I canceled the last appointment, bc of weather which is NOT TRUE UR CONTRACTOR FAILED TO CALL OR APPEAR EVEN THO THE WEATHER HIT MY AREA 2 hours after the appointment time! She then said she would call the tech to see why they failed to call and when she came back she told me they did call me they had the wrong number for me and couldn’t reach me! I explained what has happened and she said it was updated this am but yet she had to locate my account by the incorrect info! I don’t understand how they scheduled the appointment by calling the correct number yet the tech had the wrong number! To top it off the expedited appointment they scheduled is April 27th! I will never shop here again! I have NEVER BEEN SO DISAPPOINTED EITH A COMPANY

Initial Business Response /* (1000, 5, 2015/11/12) */
Ms. [redacted] did report issues with the table at delivery. Under our procedure as described on the sales receipt, we offered to send a craftsman to resolve this issue which Ms. [redacted] accepted. She did call back stating she was dissatisfied with the...

table and would like to select a different table. We offered to replace the table or to service it which she declined. We have offered to allow her to reselect a different table with a 15% restocking fee for the current table. We feel exchanging or servicing the current table would resolve her issue. If she would like to select another table, the 15% restocking fee does apply. We would also issue a full refund with a 30% restocking fee. Our policies for return are made clear on every sales receipt. We have made every effort to work with Ms. [redacted] to correct the issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The table is not on display at the store so I had no idea of the quality. It was delivered with a flaw on the top and it isn't a matter of a "craftsman" coming out to fix a screw loose or to replace a leg, the wood is warped. When the table was delivered in that condition I did agree to let them send out a person but only to go through the process because it can't be fixed. Two days later when we removed the leaf there is another bad flaw on the inside of the leaf. I then called customer care and said I am not paying this much for such cheap merchandise and wanted them to come pick it up. She stated that there would be a 30% re-stocking fee and I refused. I stated that I would be willing to get a deferent table that cost much less because at that point I was not comfortable with the quality of their products and didn't want to invest a lot of money in a table from them. I never agreed to pay any type of re-stocking fee. Why should I have to pay anything to exchange a defective piece of furniture. I have had several issues with this store and I really do not wish to do any additional business with them. I want this furniture out of my house and I am not paying a dime for re-stocking fees. This to me is just stealing from customers, if you can't stand behind your products without charging a customer almost half the price of the furniture to return it then that states volumes about your products doesn't it?

Initial Business Response /* (1000, 5, 2016/05/30) */
Ms. [redacted] spoke to our Guest services department about issues with her mattress and boxspring. We explained we would send a mattress warranty claim form which is the first step in filing a claim. Once we receive that, we will send an...

inspector. The $50.00 inpsection fee is paid prior to the visit and if the mattress is found to be defective, we refund the fee. Ms. [redacted] did not want to fill out the claim form or pay the fee. We explained both of these steps must be followed in order for us to open a claim. Ms. [redacted] visited another store location and stated she would send pictures of the defective mattress (we have not received those to date). We certainly will be happy to assist Ms. [redacted] if she will fill out a claim form and pay the inspection fee. Once she follows these steps, we will send an inspector. If the inspector determines her issues are caused by a manufacturing defect, we will offer replacement.

Initial Business Response /* (1000, 5, 2016/10/19) */
Ms. [redacted] purchased a sofa from Ashley Homestore in Peoria, IL in February of 2013. Ms. [redacted] reported leather peeling on this sofa On September 8th, 2016 which is outside of the one year manufacturers warranty. Ms. [redacted] has...

moved the furniture from Illinois to Mesa, Arizona. We did explain to Ms. [redacted] each Ashley Homestore is individually owned and operated and we can not offer assistance through repair or replacement in Arizona. We did provide Ms. [redacted] with the phone number to Ashley Industries who offered Ms. [redacted] a settlement. Ms [redacted] would like for us to replace the sofa. Because we are located in Illinois, we are unable to offer replacement in Arizona.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would love for the Peoria store to attempt to work with my local Ashley Furniture. I understand that they are owned separately, but an attempt to make contact and make things right would be appreciated.