Delivery debacle leaves family with broken furniture, damaged fl - WFSB 3 Connecticut


Delivery debacle leaves family with broken furniture, damaged floors

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A family is left with broken furniture and damaged floors after a delivery debacle. (WFSB) A family is left with broken furniture and damaged floors after a delivery debacle. (WFSB)

A Cheshire family said furniture they ordered from Ashley HomeStore showed up broken, and their floor was damaged in the delivery process.

The family ordered two sofas at the Newington store over Memorial Day weekend, paying more than $1,800. Now, a month-and-a-half later, they never got what they paid for.

“It's just broken, the frame is bent, they said it was broken on the phone and you can see a broken bolt. They were willing to leave this here,” said Mark Ryan.

Ashley HomeStore contracts out their deliveries to JS3 Transport in Manchester.

Ryan said the first time the furniture was bought, it was damaged when crews came to deliver it, so crews took it back.

A second time, a recliner that doesn’t recline was delivered, and pieces of it were randomly falling off. Crews left it all in his living room.

“All the bolts, they stripped the threads out so nothing is held together,” Ryan said.

To make matters worse, he said delivery crews scratched his hardwood floors in two places, and dented his hallway wall.

“When I mentioned the damage to the house, they have no interest in compensating us or helping us out with anything,” Ryan said.

According to an invoice, crews were supposed to pick up the sofas on Friday but never showed.

The delivery company hung up the phone when Eyewitness News called them. After several attempts, they called back saying this is their “first time hearing about this” and “are willing to talk to the customer.”

After finding out about the failed picked-up attempt, Ashley HomeStore reimbursed Ryan the $1,800 and left him a voice message about the delivery company, which said in part “I have not been able to get a hold of them, no one has unfortunately called me back.”

Ryan said now he is left with broken furniture and damaged floors.

Representatives from Ashley HomeStore said they’ve been using a new delivery company and they assumed the customer had been taken care of.

The following number of complaints against Ashley Furniture/Home Store, according to the Connecticut Department of Consumer Protection:

  • 2010: 2
  • 2011: 1
  • 2014: 2
  • 2015: 1
  • 2016: 2

There have been a total of eight complaints against Ashley Furniture/Home Store since 2010.  Department of Consumer Protection said "most of the recent complaints are a result of customer service challenges after a consumer had problems with their delivered furniture." 

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