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Ashley Furniture Industries, Inc.- Consumer Affairs/Warranty complaints

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One Ashley Way
Arcadia, WI 54612 | Get Directions

(800) 477-2222

http://www.ashleyfurniture.com

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Total Amount in Dispute:
$61,253.00

Total Amount Settled:
$300.00

Complaint Experience

25%

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 company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

40 complaints against Ashley Furniture Industries, Inc.- Consumer Affairs/Warranty closed in last 3 years.

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

40 complaints against Ashley Furniture Industries, Inc.- Consumer Affairs/Warranty

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4/29/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $4,000.00 Amount Settled: $0.00

Customer Complaint

4/10/2024

Twin Bed has a Storage Drawer under the Bed. The Drawer will not Open and will not close. Installer would not do anything about it, the Store Stated " Its not our Problem" Refereeing me to a Third Party Warranty Company and after 5 Phone calls to them they will do anything either. Resolution Sought Either Refund my Money, Replace Item ar Fix Item> At this time I would like to unity replaced

Company Response

4/20/2024

Thank you for contacting Ashley Global Retail. We appreciate that you have notified us regarding your concerns. We take these matters seriously and want to ensure all issues are resolved promptly. We are unable to locate your account. Could you please provide the city and state you purchased from? Also, the sales order number if possible. Regards, Ashley Global Retail. Corporate Office CD

Customer Rebuttal

4/23/2024

Local Store will not do anything about this. Store at 875 E Boughton Rd, Bolingbrook, IL 60440. Order Number 058C104322, Purchased 3/4/2024Sales Person JOYCE Store Manage JIM Manager Stated "once order leaves store we are not responsible for it"

Company Final Response

4/24/2024

Your response is appreciated. We'll be following up with you via email. Please be on the lookout for an email with the Subject: Ashley Acknowledgement of Concern. We hope to help get this resolved and fully addressed. Thank you. Regards, Ashley Global Retail. Corporate Office CD

5/6/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

4/9/2024

I have been trying to resolve an issue with my couch and dining room table since last July I purchased them in June of 2023. They have been to my house several times trying to fix my couch and told me they exhausted all options. My dining room table has chipped I've been receiving multiple texts about shipping for new legs. I now received a phone call that they cannot do anything for me as it is cosmetic and I have to now call a parts department. My furniture is not even a year old. I offered to buy a new couch that cost more than the original and they will not help me. Customer service is not their best suit. It is extremely upsetting due to the fact that I have spent so much money and even gave them multiple options to rectify the situation. If it's not the couch it's the table every piece of furniture I purchased is horrible. Resolution Sought Get me a new dining room table or a refund. And teach this company customer etiquette

Company Response

4/20/2024

We will be reaching out to our local partners in this area to investigate this issue

Customer Rebuttal

4/23/2024

Thank you

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