Dozens of customers never receive bought furniture from Knoxville store

Dozens of customers never receive bought furniture from Knoxville store

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"They've never called. I've never talked to them, other than the days that I went up there, at least six times on those dates, to inquire about the furniture," Chesley Ensey says. "They've never called. I've never talked to them, other than the days that I went up there, at least six times on those dates, to inquire about the furniture," Chesley Ensey says.
The manager at Ashley Home Store said 6 On Your Side wasn't welcome and he didn't want to talk. The manager at Ashley Home Store said 6 On Your Side wasn't welcome and he didn't want to talk.

By DON DARE
6 On Your Side Reporter

KNOXVILLE (WATE) -- A dozen people have either called or written to 6 On Your Side complaining that their furniture from the Ashley Home Store in West Knoxville has never been delivered.

In Kingston, Chesley Ensey was moving into his new home recently after closing the deal on it a few months ago.

In his new bedroom, Chesley planned to enjoy a new bedroom suite. On September 1, he paid cash for a five piece bedroom set from Ashley Furniture's store in Turkey Creek.

The tentative delivery date on Chesley's sales receipt says September 27. But the bedroom is empty. The furniture has never been delivered.

"They've never called. I've never talked to them, other than the days that I went up there, at least six times on those dates, to inquire about the furniture."

Chesley jotted down notes of his conversations with management at Ashley Furniture. For instance, "On the 20th, he said, 'They're backed up on deliveries. It would be one more week.'"

"When you've gone in there to inquire, what have they told you?" 6 On Your Side asked.

"Next week, we'll have it next week," Chesley replied. "That's been going on for about 19 weeks now."

In December, Brenda Brown, of Athens, showed 6 On Your Side her empty living room. She'd hoped to fill it with furniture she bought with cash from Ashley's on October 18.

But later in December, she told the Turkey Creek store to cancel her order.

Brenda says the service manager told her she would get her money back. "I was told that I would be getting a refund in 7 to 10 days, on December the 15th and that didn't happen. I never did receive the refund."

Although Ashley's Furniture is a national chain, the West Knoxville store is independently owned and operated.

Jerry Tipton, president of the local Better Business Bureau, says Ashley's Furniture has an "F" rating, following numerous unresolved customer complaints.

6 On Your Side went to Ashley's recently to ask the store manager why customers who paid for their furniture never received it.

The manager said we weren't welcome and he didn't want to talk. Customers who have called and written say they couldn't get him to answer their questions either.

"What's odd about it, they've never called, apologized, or asked me to come in to look at another suite. I asked about my money. I asked for my money back on December 19th. They said, 'You'll have it by January 2nd,'" Chesley Ensey says.

On January 5, Brenda Brown bought new furniture from a store in Cleveland. It was delivered within a day.

She's disappointed with the business practices of Ashley Furniture. "Nobody should have to go through this, not in America. Companies should appreciate their customers."

Monday afternoon, she got her money back from Ashley Furniture. It was sent by FedEx.

But other viewers sent 6 On Your Side information saying they don't have their furniture from the company.

Brenda has contacted the consumer affairs office in Nashville, which has opened a file on Ashley Furniture.

If you'd like to file a complaint, click here.

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