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Ashbrook Furniture complaints

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168 Daniel Webster Highway
Nashua, NH 03060 | Get Directions

(603) 888-4480

http://ashbrookfurniture.com

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Total Amount in Dispute:
$585.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Ashbrook Furniture closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Ashbrook Furniture

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11/8/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $584.99 Amount Settled: $0.00

Customer Complaint

9/20/2022

The server was delivered with the table set the beginning of October 2021. The delivery people, and then Cassie, from Ashley/Ashbrook stated she requested a replacement server and I should receive it in approximately 3 months. I had to submit pictures of the damage first which I did immediately. I waited 6 months for the original server to be delivered and paid in full upon purchase in April 2021. I did not hear anything about the replacement server so I began checking in with Cassie, Customer Service, on 1/25/22. I did not receive a response. This poor communication went on until I received an email on from Cassie on 5/3/22, stating that they were now under new ownership and would no longer be honoring the replacement server. They would only repair the server. I then tried to schedule the repair. I needed to call the Complaint line to get the tech repair appointment. I was scheduled for 9/7/22. When the technician came out he stated he could not fix a crack, for "a crack is a crack is a crack". I asked the Ashley store if I could have some money off of the server since they could not honor their replacement of it or repair. They stated they did not have the funds. I am still left with a server that was delivered with a substantial crack and a piece of wood that came off in my hands. Resolution Sought Would you please reimburse me 50 of the purchase price?

Company Response

10/25/2022

After further review of this complaint, it was found that the damage to the server was not a manufacturer's defect. We will not issue any credit to Ms. Finn.

Customer Rebuttal

10/26/2022

The damage to the server occurred before it entered my home. I received it damaged ie with a crack down the front and a missing piece of wood on the bottom. I was promised a replacement server due to this damage. I have the emails to support this. Ashley Furniture should honor their word or refund my money due to the damage.

Company Final Response

11/4/2022

There will be no further action from the retailer

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