5 On Your Side

Furniture deliveries another victim of COVID-19

After waiting months for furniture with repeated delivery delays, a frustrated Raleigh couple reached out to 5 On Your Side.

Posted Updated

By
Monica Laliberte
, WRAL executive producer/5 on Your Side reporter
RALEIGH, N.C. — After waiting months for furniture with repeated delivery delays, a frustrated Raleigh couple reached out to 5 On Your Side.

Monica Laliberte checked into the reason for the hold-up and found it’s one impacting customers in many industries.

COVID slowed many deliveries over the last year, from appliances and home construction, to mattresses and yes, furniture.

For Odessa Rogers, as soon as she saw the new bedroom set, she was sold.

"It was spot on for us because it had the drawers at the bottom and in the front," she said.

She bought the $2,900 set from Ashley HomeStore on Capital Boulevard in Raleigh last November. Five months ago.

Her paperwork notes the delivery date "as soon as possible" and mentions that COVID-related manufacturing delays could impact delivery.

Rogers relied on what she says the salesman told her, 8 to 12 weeks for delivery. Feb. 7 marked the end of that span.

When the furniture didn’t arrive, Rogers called the store.

"They really didn’t have a delivery date," she said.

In texts, the furniture retailer blamed supply chain issues.

It’s a problem causing delays nationwide.

"There are products that your friends and my friends have purchased that in all likelihood are sitting in a container right off our shores within view. And there’s just no way to get it out of there," said Mark Shumacher, who heads the North American Home Furnishings Association.

Shumacher says many issues impact the supply chain, including at ports, where ships can’t unload.

"Our ports are backed up because we have a shortage of trucks and drivers. We have a shortage of rail. So all of these things together have just ground so much to a halt," said Shumacher.

And there’s more.

"There’s a huge foam shortage right now," he added.

That limits manufacturers' ability to make new couches and chairs.

When Rogers bought the bedroom set in November, she had no idea.

In February, Ashley HomeStore agreed to cancel and refund her order. Then they offered her a delivery date of March 30, so she decided to wait it out.

When that date passed, Rogers emailed 5 On Your Side.

Ashley HomeStore spokeswoman Kim Harkness reiterated the problem is tied to "…supply chain challenges due to Covid…"

They managed to work out those challenges the following week, when they delivered Rogers’ furniture.

Then, Rogers had to send pieces back – twice – that were delivered damaged.

"It looks like there was a production surge that was caught up, allowing us to rapidly recover with a new product as you were simultaneously inquiring about the delivery delay on behalf of your viewers," Harkness told WRAL News.

Ashley HomeStore also refunded Rogers $1,150, to cover her inconvenience and the delivery fee.

Rogers is thrilled with that and to have her furniture, but wishes the salesman would have explained the possible delays before she placed her order.

"And then the customer can make a decision on what they want to do," said Rogers.

Ashley HomeStore added they "… appreciate the opportunity … to make it right."

There are so many COVID-related issues causing delays in so many areas right now.

5 On Your Side is told it could be months before things are caught up.

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