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Ashley Furniture Store complaints

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460 North Thompson Lane
Murfreesboro, TN 37129 | Get Directions

(615) 425-3339

http://www.ashleyfurniture.com

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Total Amount in Dispute:
$7,308.00

Total Amount Settled:
$0.00

Complaint Experience

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 business has not responded to customer complaints brought to its attention.

Complaint Closing Statistics

2 complaints against Ashley Furniture Store 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
0	Refuse to adjust, relying on terms of agreement
2	Unanswered

2 complaints against Ashley Furniture Store

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6/16/2022

RESPONSE: Complaint was not answered Amount in Dispute: $4,307.64 Amount Settled: $0.00

Customer Complaint

5/23/2022

We purchased a brand new bedroom suite. Upon delivery they bedroom suite had multiple damaged pieces (dresser, chest, headboard). The dresser they took $100 off because the drawer was faulty. I didn't think that was enough considering how much we paid, but because they were willing to replace the chest with a new one I was willing to settle. Due to home renovations, when they bedroom suite was delivered we were unable to have it assembled (the bed) because we had to do some rearranging. Once we were able to set the bed up we realized the post on the headboard is warped and can't be assembled correctly. I called and let them know what was going on and they put in an order for it to be repaired if possible or replaced if not per THEIR warranty. I agreed even though it was obvious it wasn't going to be repairable. It took a month for their guy to come look at it and as SOON as he laid eyes on it he said "I can't do anything with that". He took photos and told me he was going to put in his order for a replacement headboard. Almost TWO weeks later I received an email from an Ashley representative (the same one that ordered the repair) stating they ruled it as normal wear and tear due to us taking the bed apart. It has NEVER been assembled! They are now wanting me to file an extended warranty claim which is completely absurd. The headboard was delivered warped we did not do anything to cause that as we have NEVER used it! It's been leaning up against a wall since it's been here. Resolution Sought I would love to return the whole thing at this point and NEVER do business with them again, but I would settle for a new, undamaged headboard WITHOUT being accused of breaking it or lying about it.

8/5/2021

RESPONSE: Complaint was not answered Amount in Dispute: $3,000.00 Amount Settled: $0.00

Customer Complaint

7/12/2021

i purchased home furniture in 2019 for my living room with a 5 year warranty. December 2020 i notice my leather furniture was begging to peal with no wear and tear because we don't sit on it we sit in our bonus room. called Ashley filed complaint did paper work everything they ask i did. and they said no!! no replacement or money back i just want furniture replaced. Resolution Sought Replace my furniture now!! I've been dealing with this to long they are hoping my warranty runs out so they do nothing. low down company

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