Complaints

This profile includes complaints for Ashley's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley

  4535 Galleria Blvd Hoover, AL 35244-2386

• 

  Ashley

  5960 Chalkville Mountain Rd Birmingham, AL 35235-3315

• 

  Ashley

  701 Skyland Blvd Tuscaloosa, AL 35405-3937

• 

  Ashley

  3101 McClellan Blvd Anniston, AL 36201-2121

• 

  Ashley

  3321 Lowery Pkwy Fultondale, AL 35068-1684

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a protection plan for $249.99 through Ashleys Furniture and filed Claim #T341709 with 5 ************ on 2/24/25. The claim was denied on the grounds that the damage was not listed as being covered, even though it affects the usability of my bed.After contacting Ashleys Furniture directly, I was told on 3/7/25 that a replacement part had been ordered and would arrive in approximately 10 days. I followed up around 3/21/25 and was told the part had still not shipped. As of mid-April, I have received no updates, and my bed remains unusable.I have been without a functional bed for over 7 weeks and have had to sleep on my couch, which is exacerbating serious back issues. I need a proper resolutioneither the part delivered and installed immediately or a replacement bed provided.I am extremely dissatisfied with the lack of communication, support, and accountability. I am requesting the BBBs assistance in resolving this matter.

  Business Response

  Date: 04/22/2025

  I do apologize for the delay on the parts for your bed. The parts department is currently estimating that these parts will ship in 1-2 weeks. 

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the sectional 1/2022. It started having problems after about a year of use. I called the company, and they sent out repair techs to fix and replace parts that were under recall. After they left, the couch was still smoking and having issues. I called my protection plan to get the issue resolved. They are refusing to replace or fix it. I have talked to a couple of people from the company, but no one is willing to help.

  Business Response

  Date: 04/08/2025

  We are sorry to hear about the issue you are experiencing with your merchandise. We would like to send out a technician to inspect the issue. Is the address provided in this claim where the furniture is currently residing? 

  Customer Answer

  Date: 04/16/2025

  Yes, that address is correct.

  Business Response

  Date: 04/22/2025

  A technician should be contacting you in ***** business hours to schedule an appointment. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23172636

  
  No, it has not.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/09/2025

  Thank you for allowing our technician to inspect your furniture and for your continued patience throughout this process.
  Following the recent in-home service visit, our technician has provided a detailed report regarding the condition of your loveseat. Based on the findings, the issues observedsuch as exposed and damaged wiring, missing components, and significant moisture inside the unitare not consistent with a manufacturing or installation defect. Rather, they appear to be the result of external factors such as neglect, environmental exposure (e.g., water damage), and possible tampering or wear from animals or **************.
  Unfortunately, due to the extent and nature of the damage, these conditions fall outside the scope of what we can cover under warranty or service policy. Repairing the unit would require extensive replacement parts including new cup holders, adapters, and a full rewiringcomponents that have been compromised beyond standard wear and tear.
  We understand this may be disappointing news, but we must be fair and consistent in applying our policies. If you would like to proceed with out-of-warranty repairs, we are happy to provide a quote for the necessary parts and labor.

  Customer Answer

  Date: 05/09/2025

  I reject 
  I dont have animals at the house this been like this from the over heat and my dad came took them out before the house get in fire I like to move with this to court 
  

  
  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint about Ashley furniture concerning a purchase that I was in the process of making in August 2024 for a leather loveseat in ******* *******. I changed my mind about the loveseat when it was delivered damaged. I was not home when the loveseat was delivered, however when I returned home and looked at the loveseat, I saw a snag in the loveseat under the tags on the right. I called Ashley *************** I knew they would bring me a new loveseat, being the one delivered was damaged, I was told they would send the part needing to be repaired and to let them know when I had gotten the part. Having never dealt with a problem like this, I said, "Okay", but was wondering how they would repair a leather loveseat in my home, when I got it I was looking at the part they sent. I noticed it was not leather, only the armrest part was leather. I then became angry because I was told the loveseat was leather. I went to the store the next day, my Salesperson **** was not there. I told them I was not satisfied with the purchase because I was told the loveseat was leather, I explained the loveseat had a snag or tear in it and from that I learned the loveseat was not leather. I asked them to pick the loveseat up and cancel the sale. I had already thrown away the credit card and happened to read on the second notice to cancel the card, or it would have been more.I am not paying ***** dollars for a loveseat that is not 100% leather. They asked me to call Ashley ************** and explain everything to them, I ordered a new leather loveseat and expected to receive a new leather loveseat, not something damaged and not fully leather. Mr. ****** manager of Ashley paid $1,330.01 which did not cover the $*****.00 due. ******* continues to bill me and it's now for $391.99. This has been going on since September 2024. *************** is *************************-32. Ashley address is ************************************* *********** Ala ***** Please Help,****** *****

  Business Response

  Date: 04/08/2025

  Thank you for reaching out. Were truly sorry to hear that you were not pleased with your furniture.

  Regarding the balance you mentioned, per our Terms and Conditions, all returns are subject to a 10% restocking fee as well as a $99.99 pickup fee. These fees cover the costs associated with handling, processing, and transportation of returned items.

  
  We completely understand that charges can be frustrating, and we want to make sure everything is transparent. If you would like a detailed breakdown of the charges, we would be happy to provide that.
  

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23172556
  
  I am rejecting this response because:
  I knew I would be helped with your professionalism and I did all I knew to do to return them their property in a timely manner at no charge. Thanks for your services. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/22/2025

  Unfortunately, all returns are subject to the fees as explained in our Terms and Conditions. If you would like to reach me directly, you may do so by emailing *************************************************************************. 

• Initial Complaint

  Date:02/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ashley Furniture Unacceptable Quality, Unresolved ****************** Practice I purchased $4000 of furniture from Ashley, and after only three months, the defects are unacceptable. The bed frames support beams are bent with broken legs, causing sagging and unsafe conditions; its posts and rails are chipped and scuffed. I ordered two USB-C nightstands but received one USB-C and one USB-Athe USB-A unit has a broken marble corner, and the USB-C unit has a crushed back panel with chipped legs. The dresser without mirror is coming apart at the seams with misaligned drawers, and the dresser with mirror has malfunctioning drawers that stick out plus a paint defect.When I contacted customer service, I was told no warranty applies because the items were purchased on sale. I gave Ashley until the end of today to correct their stance, but I have received no response.Legally, under the Uniform Commercial Code (UCC)as reaffirmed in ********** *. ********** Motors, 32 N.J. 358 (1960)products must be fit for their intended purpose. The defective furniture clearly violates the implied warranty of merchantability and fitness for a particular purpose. Additionally, the ********-**** Warranty Act, the Deceptive Trade Practices Act (DTPA), and the *** Act protect consumers against misleading business practices.For a $4000 investment, I expected durable, well-crafted products and reliable customer service. Instead, I received unsafe, defective furniture and an outright refusal to honor warranty claims. I urge Ashley Furniture to provide a full replacement or refund immediately. I share this review on ****** and the Better Business Bureau to warn future customers.

  Customer Answer

  Date: 02/27/2025

  I am sure you need the local store, as this is a complaint to corporate.  When did BBB start getting involved in the day-to-day discussion to see resolution?  Suggestion, by BBB getting involved at this level...may, just may open BBB to litigation.  Here's the address but this needs to be handled at corporate level. 

   

  *******************************************

  Business Response

  Date: 02/28/2025

  Thank you for reaching out regarding your recent purchase. We understand how frustrating it can be to encounter issues with your furniture, and we appreciate the opportunity to assist you.
  Upon reviewing your order, I do show that the merchandise was picked up in November and signed off on at the time of pickup. As the items were purchased on clearance and marked as final sale, they were sold as is and are not covered by a manufacturers warranty. This information was also noted on the price tag and in our terms and conditions, which state that showroom merchandise and clearance items sold as is are not covered by manufacturers' warranties.
  That said, we value you as a customer and want to assist where we can. As a courtesy, we can order a new power outlet for your nightstand, rails and slats for your bed, and drawer glides to help address your concerns. While we are unable to offer replacements or refunds for clearance items, we hope this solution will be helpful.
  Please let us know if youd like us to proceed with this order, and we will be happy to arrange it for you.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22947230
  
  I am rejecting this response because:
  Thank you for your response regarding the defective furniture purchased from your store. While I appreciate your offer to provide some replacement parts, I must express my continued disappointment with the current situation and the response to my concerns.
  As previously mentioned, the furniturevalued at $4,000was purchased less than three months ago and broke under normal use, specifically from simply lying down. This incident nearly caused injury, which is particularly troubling given the furniture was sold as "final sale" and as-is. Regardless of the "as-is" label, this type of failureso soon after purchase and under normal useis unacceptable. The fact that the pieces failed to function properly in such a short period, especially considering the potential injury risk, calls into question the quality and safety of the products sold.
  Our Request: We are requesting one of the following actions to resolve this matter appropriately:
  Replacement of the Damaged Furniture: We request that all damaged or faulty components (including the nightstand outlet, bed rails, slats, and drawer glides) be fully replaced. Simply offering parts does not address the full scope of the issue, and we expect a complete resolution, not piecemeal fixes.
  Repairs at Your Cost: If a full replacement is not feasible, we are open to having the damaged items repaired. However, this must be done at your cost as the furniture is clearly defective and poses a safety risk. Any repairs required should restore the furniture to a fully functional and safe condition.
  Refund or Store Credit: In the event that a replacement or repair cannot be arranged promptly, we expect a full refund or a store credit of equal value for the entire set of damaged furniture. As consumers, we should not be expected to continue using defective products that pose a safety hazard, particularly when they are only a few months old.
  Next Steps: I would like to emphasize that if we are unable to come to an appropriate resolution within a reasonable timeframe, we will have to pursue additional courses of action, including:
  Legal Action: I will be consulting with an attorney specializing in product liability and consumer protection. As the furniture broke under normal use, and as it posed an injury risk, we believe there may be grounds for a legal claim under Alabama's consumer protection laws and the Alabama Extended Manufacturer's Liability Doctrine (AEMLD).
  ************************* Office: I will file a formal complaint with the ******************************************************* if the issue is not addressed promptly. This could trigger an investigation into your business practices, particularly concerning defective and unsafe products being sold to customers.
  Small Claims Court: Should the matter not be resolved amicably, we will consider filing a claim in Small Claims Court for damages, including the cost of the furniture, any medical costs associated with potential injury, and additional costs incurred due to the defect.
  Continued BBB Involvement: As mentioned, we have already filed a complaint with the Better Business Bureau (BBB), and we expect a resolution. Should we fail to reach a satisfactory outcome, we will continue to update the BBB and share our experience publicly to help inform other potential consumers.
  Consumer ********************start="3769" data-end="3772">Under Alabama law, consumers have rights when it comes to defective and unsafe products. I have the right to expect that any items purchased are of satisfactory quality, safe, and fit for use. The failure of this furniture to meet these basic standards is both concerning and disappointing, especially as the items were sold as being in good condition just months ago.
  Documentation:
  Please be advised that I have thoroughly documented all issues with the furniture, including photographs of the damages, receipts, and records of our communications. I am prepared to submit these materials to relevant authorities, including the BBB and *********************************, should this issue escalate further.
  We look forward to your prompt response and hope for a fair and timely resolution to this matter.
  Thank you for your attention to this serious issue.
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/03/2025

  We understand your disappointment and take your concerns seriously, especially regarding product quality and safety. While our "final sale" and "as-is" policies generally limit post-purchase resolutions, we recognize that customer satisfaction and safety remain our priorities.

  
  Please note that the merchandise was inspected at the time of pickup, signed off by the customer, and transported and assembled by the customer. Given this, we are unable to take full responsibility for any damages that may have occurred after the items left our store. However, we do want to work with you toward a fair resolution.

  
  In response to your request, we can provide some replacement parts to restore functionality to the affected furniture. Once confirmed, we will order any available and necessary parts to assist you with the merchandise. 

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 22947230
  
  I am rejecting this response because:
  

  Dear Ashley Furniture and Unknown Communicator,
  I am writing to formally address the situation regarding the defective bed purchased from Ashley Furniture, which, despite initial concerns raised with your company, has now fully collapsed and resulted in injury. Initially, the issue was not a complete collapse, but after continued use, the bed collapsed entirely, causing harm. Despite our efforts to resolve this matter directly with Ashley Furniture, our concerns have been dismissed. Specifically, the response from **** *****, the ** of Ashley Furniture, and the individual who responded to our BBB review (whose name was left unknown), has been dismissive, negligent, and unresponsive, asserting that the furniture is of "top-notch" quality and that consumers waive all liability upon purchase.
  Let me be unequivocally clear: an injury occurred due to the beds collapse. This injury is the direct result of Ashley Furniture's failure to ensure the safety of their product. The statements from your team claiming that consumers waive all liability are legally invalid. No consumer can waive their rights to hold a company and its representatives accountable for a product that causes harm.
  1. Product Liability Laws:
  Under Uniform Commercial Code (UCC) and various state-level product liability laws, manufacturers and sellers have a legal duty to ensure their products are free from defects and are safe for use. Ashley Furniture has failed in this duty, as evidenced by the bed's collapse, which directly caused injury. This constitutes a violation of product safety standards.
  Design Defects: Ashley Furniture failed to produce a product that was reasonably safe for its intended use.
  Manufacturing Defects: The bed's collapse was the result of a defect in manufacturing, making it unsafe for consumers.
  2. Negligence:
  Under common law negligence, Ashley Furniture, its representatives, and its employees owe a duty of care to consumers to ensure their products do not harm. In this case, Ashley Furniture, and specifically the individuals involved in dismissing the claim, have breached this duty of care.
  Breach of Duty: By refusing to address the defect and dismissing valid consumer complaints, Ashley Furniture and its representatives have failed to take the appropriate actions to protect consumers.
  Causation: The bed's collapse resulted in injury, and this was a direct consequence of Ashley Furnitures negligence.
  3. Consumer Protection Laws:
  Under the Federal **************** Act (FTC Act) and state-level consumer protection laws, businesses are prohibited from making deceptive claims about their products. By asserting that their furniture is of "top-notch" quality and that consumers waive all liability, Ashley Furniture may be in violation of these laws. Such statements mislead consumers about the safety and reliability of the product, leading to harm.
  Deceptive Practices: Ashley Furniture's failure to acknowledge the defect, along with their false claims about the products quality, could be seen as a deceptive trade practice.
  4. Strict Liability:
  Under strict product liability, Ashley Furniture can be held liable for a defective product regardless of negligence. Given the direct harm caused by the collapse of the bed, Ashley Furniture is strictly liable for selling a product that was defectively designed or manufactured.
  5. Failure to Warn:
  If Ashley Furniture was aware of potential safety issues with this bed, they had a legal obligation to warn consumers. Their failure to provide any warnings regarding the defect may further expose them to liability under failure-to-warn laws.
  
  Liability of Individuals Involved
  I want to make it explicitly clear that I will not only be pursuing legal action against Ashley Furniture for the harm caused by their defective product, but I will also be holding the individuals involved in this matter personally responsible for their negligence, failure to act appropriately, and any deceptive or wrongful conduct that exacerbated this situation.
  The individuals involved in dismissing our claim, including **** *****, the ** of Ashley Furniture, and the unknown individual who responded to our BBB review, are not immune from personal liability. The legal concept of piercing the corporate veil allows for individuals within a company to be held personally liable for misconduct, gross negligence, or fraudulent actions. In this case, their deliberate dismissal of legitimate concerns and failure to rectify a hazardous situation have directly contributed to the harm caused.
  Negligence and Failure to Act: These individuals have breached their duty of care by ignoring or downplaying the dangerous defect in their product, which directly led to injury.
  Deceptive Practices: If these individuals knowingly misrepresented the products quality or attempted to shield the company from liability through false statements, they may be personally liable under consumer protection laws.
  It is essential to understand that corporate immunity does not protect individuals from being held personally accountable for their actions if those actions constitute negligence, gross misconduct, or fraud. I will hold these individuals accountable to the fullest extent of the law, and their conduct in dismissing this matter will be included in our legal proceedings.
  
  We are currently preparing to file a lawsuit against Ashley Furniture for product liability, including claims of defective design, manufacturing, failure to warn, and breach of the implied warranty of merchantability. Additionally, we will pursue personal liability for **** *****, the unknown individual who responded to our BBB review, and any other individuals involved in dismissing this claim, whose actions and failures directly contributed to the injury and harm caused.

  
  This letter serves as formal notification that we are pursuing all available legal avenues to hold both Ashley Furnitureand the individuals named above fully accountable for their actions and the damages incurred.
  We require Ashley Furniture to rectify this matter within 10 days. Failure to do so will result in further legal action, and we are prepared to escalate this issue in court as necessary.
  We expect a response within 10 days to avoid further legal proceedings.

  
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/22/2025

  We would like to remind you that at the time of purchase and pick-up, all merchandise was inspected and signed off by you as being in satisfactory condition. This process ensures that customers have the opportunity to verify the quality and condition of their items before completing the transaction.

  
  That said, we understand how important it is for you to be fully satisfied with your purchase. As previously communicated, we are more than willing to assist by ordering some replacement parts. Our team has been offering this solution and remains committed to helping resolve the matter to the best of our ability.

  
  Please note that, per our policy, we are unable to offer replacements or returns on clearance merchandise. Clearance items are sold as-is, which is reflected in their significantly discounted pricing.

  
  If you would like us to move forward with ordering replacement parts, or if you need any additional assistance, please dont hesitate to let us know. Were here to help in any way we can within the scope of our policy. 

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,We received a furniture delivery on 9/25/24. It consisted of a sofa, recliner and loveseat that were supposed to have heated and massaging seats with lights. The same evening the delivery was made, I then noticed that 3 of the recliners massage function didnt work I went to the Ashley store the next business day after delivery 9/27/24 to inform them of the defective furniture only to be told totext **************** and send them pictures of the furniture I did exactly what they said and gave details of the furniture not working properly,! Only to be told they would send parts and then I was told to call once parts are delivered. No one has ever called and one ever came to my home. Ive text everyday trying to get help and Ive called each week I asked for a Refund only to be told No! I still have not received the parts that they say were ordered the next day. I was Just told that the parts are on back order The same parts that they say were shipped 1 month ago. Now another feature has quit working on the furniture. I asked for Replacement new furniture that has all Working features, but once again I was told no! In the meantime we are Being billed for $8000 Defective furniture that does Not work properly.

  Business Response

  Date: 10/31/2024

  We do apologize that some features on the merchandise are not operating properly. I do see that parts are on order with the manufacturer. They are waiting for a shipment of the airbox units to ship from the manufacturer which is causing the delay in your parts. I also see that a technician appoitnment to have the merchandise inspected has been scheduled for the 16th. Once the parts have been received, a technician will be able to come to the home to make the installation to ensure your merchandise is operating as it should be. 

  Once agin, we do apologize for issues you are experiencing and the delay in having it resolved due to the back order of the parts. 

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This letter is to inform that I would like to file a formal complaint against Ashley Furniture store, located in ********, Al. I have tried several times to resolve my issue but did not receive any help from the Store itself or the customer service department. I purchased furniture 12 July2024, was told by ****** it would take 3-5 weeks delivery, it did not, it took 8 weeks,, and all pieces king bed set, 2 night stands, dresser with mirror, 5 draw bureau, all items were not received. .My husband went to ****** Furniture to see what was going on and informed my that there was an error in contract, ******, wrote the contract incorrect, I, myself, replied, have Ashley return and pick up their items and return my funds, this is unacceptable, I was not waiting any longer nor wish to do business with Ashley Furniture. I made many attempts to resolve this but ***** is uncooperative. After several calls and misdirection from Ashley Furniture customer service and the store, cancelations by Ashley pick-up. I was also am being told that mattress set are final and will also be charge a 10% restocking fee for the two night stands and bed frame, I did nothing incorrect, this was all on the part of Ashley Furniture store. I am requesting a resolution for a refund for my total amount. And ALL Ashley Furniture be removed from my home.

  Business Response

  Date: 10/25/2024

   

  **********,

  I am sorry to see you had a bad experience and it hasn't been resolved, Each Ashley store is individually owned and operated and the store in ******** AL is not part of our stores in ********************* 

  Please close this case and reopen with the groups in central AL.

  Thank you

  ASHLEY 

  Business Response

  Date: 10/31/2024

  We do apologize for the delay in the delivery of your merchandise. Unfortunately, we are at the mercy of the manufacturer and the quotes we provide are the estimates provided by the manufacturer. In reviewing your original contract, I see you initialed by each item on the invoice which was the bed, one drawer nightstand, two drawer nightstand, mattress and adjustable base. The dresser and chest were never purchased as they were not on your contract and not signed for by you. The terms and conditions that were signed at the time of purchase have all of our cancellation and return policy information. It states that any merchandise that is returned is subject to a 10% restocking fee and a $99.99 pick up fee. It also includes that mattress and adjustable base sales are final and not able to be returned. 

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22469088
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********** Hamptongrimmett

• Initial Complaint

  Date:08/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **********, AL store on 8/3/2024 and purchased a dining table, four chairs and 2 pillows. Today I called the store and spoke w/*****, told him I wanted to cancel the order for the chairs only because I found something else. He asked me if the furniture had been delivered, I replied no. He said OK that is no problem I just needed to call customer service and that there would be a service fee to return them. **************** could not help because they only handled complaints related to furniture that had already been delivered. I called back to the store, spoke with the managers and told them I am very upset that sales rep ***** did not verbally explain to me that there was a cancellation fee if I cancelled the order. Managers were very abrupt and dismissive with me cut me off when I was speaking to them and told me that the information was explained to me on the paperwork that I signed. I told him that is an 8-paragraph document that I bet over 1/2 of the customers did not read. I told them if I had to pay a cancellation fee to go ahead and cancel the whole order. I am at this point OUTRAGED that not only do I have to pay a cancellation fee, but now I have to WAIT two weeks to get my money back that was taken from my account INSTANTLY. It should be MANDATORY that each sales representative VERBALLY EXPLAINES this to every customer that makes a purchase. The managers there clearly lack CUSTOMER SERVICE ETIQUETTE. If the furniture has not been delivered because the items purchased are not in stock - customers should not be charged a cancellation fee.

  Business Response

  Date: 08/22/2024

  Good Afternoon,
  
  
  I do apologize for the run-a-around you experienced in getting further information on your order. Unfortunately, our Terms and Conditions do require a 10% cancellation fee when an order is cancelled outside of the 72-hour ***** period after placing the order. I apologize if this was not directly explained to you and I completely understand your frustrations. As an alternative option, I could have your cancellation fee converted into store credit if you would be interested in using it towards a future purchase. I am happy to get the best team put together to assist you in any future purchases and ensure communication is handled through me.
  
  
  Once again, I do apologize for the frustrations you experienced throughout the process. 

• Initial Complaint

  Date:02/01/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the Ashley Furniture store on 1/15/2024 to purchase a sofa. They had a sofa in the dark color that I wanted displayed and I was sitting on it when I told the sales person I want this sofa in this dark color. The sales person assured me of the price for the sofa in that color and I went to the back and signed the paper work. The sofa was delivered to me in a brighter white color and I refused the delivery. So Ashley wants to charge me a 10% fee for changing the order when they made a mistake when creating the order. The manager told me the paper work is for a "Stone" colored sofa which I signed for not knowing the naming conventions of their products. She went on to say the color of the sofa is shown on the paper work but the image is a 1 inch square thumbnail in black and white on the paper that I signed. I was going on faith that the sales person setup the order correctly when I was literally sitting on the sofa that I wanted and seeing "Stone" on the order I would think would be the dark grey color I wanted and not bright white.The manager said the cancellation fee was $193 or something which is more than 10% of the price I paid of $1576 so I don't know what that is about either.I just want the sofa in the color that I asked for delivered without paying an extra fee.

  Business Response

  Date: 02/15/2024

  Good afternoon,

   

  We have spoken with the customer and a resolution has been reached. The 10% restocking fee has been waived to switch the queen **** sleeper in the stone color that was originally signed for to the ash color the customer wants instead. The customer has agreed to pay a $99.99 redelivery fee to have the new item delivered instead of picking the item up. The information has been processed, the new item has been ordered, and the customer is currently being contacted to pay the balance on the account. Once the new **** sleeper in the ash color arrives into the warehouse the customer will be contacted to schedule a delivery. Thanks and have a wonderful day!

   

  Best Regards

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shopped at the store in Trussville. 6/18/23 As part of my purchase I bought a Tempurpedic mattress. I had tried two mattresses, the first I hated, the second I liked and told the salesman, **** *****, to write up the second. Instead of ordering the second mattress I liked he ordered the first that I hated, a Tempurpedic Pro Adapt. When it was delivered I discovered the mistake. I have traveled over 250 miles trying to track down the mattress I originally liked because the sales associate, **** *****, had been reassigned for falsifying sales documents (adding his wife's name to sales which she never participated in) and refused to call me back to help clear up the mistake. I asked for my money back. I have been refused all the way up the line, even by the CEO, ***** ******** *************************** who refuses to reimburse me for his crooked salesman's mistake. The mattress I originally liked, apparently a Tempurpedic Pro Breeze, is unavailable for order because it has been discontinued. I do not want a floor model, nor do I wish to do any more business with Red Mountain Retail doing business as Ashley. When my furniture was delivered recently in October, the delivery personnel stank of marijuana smoke and could not even back into a large space near my front entrance with their truck. My bed was set up incorrectly and I had to catch one mistake involving the bed slats being placed upside down. The middle of the bed supports were not adjusted. The dresser mirror supports are bent (warped) and I am still having dead roach carcasses fall out of the night stand and dresser whenever the drawers are opened. Other live bugs were found near the recliner sofa and love seat I also purchased soon after delivery. Customer service personnel have only been marginally helpful projecting a "you bought it, live with it" attitude. Supposedly new mirror supports are ordered but it's been three weeks and nothing. They want me to live with this service? Not likely,

  Business Response

  Date: 12/11/2023

  Good Afternoon, 

  We do apologize for the issues you have experienced with your merchandise thus far. I do see that you have an ongoing claim with the customer service department and an exchange has been keyed to deliver the mattress to your home. The only thing left is the price difference between the mattress originally delivered and the new mattress on the ticket. This is to order a brand new mattress not a floor model as requested. 

  Customer Answer

  Date: 12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I refuse to pay an additional $2500 to resolve a mistake caused by their employee. I want a refund.

  I would have paid the price for the mattress at the time of the sale but now, after moving expenses, I cannot. I asked for a refund the day of  delivery, the day after, but Ashley refused even though it was their mistake. I will not give them more money! My bedridden, paraplegic wife's comfort is being held hostage for more money by a company with no honor or respect for their customers!

  I will NOT give Ashley $2500 more!

  I want a refund. I will spend the money elsewhere at a business I trust!

  I have still not seen anyone from the store at my house to fix the mirror on the dresser or to adjust the bed supports, only the original deliverymen who arrived impared, stinking of marijuana and unable to assemble the furniture without my direct oversight and assistance. I received a replacement for a defective part but was never offered an appointment for installation from **** ****** my contact, only requests for more money for a replacement mattress.

  Remember, dead and live bugs fell out of my new furniture after delivery. The deliverymen were high at my house!

  All I get from *** ***** over the whole incident is "I'm sorry. We'll be happy to replace your mattress if you send us more money." Her boss, the CEO, ***** ******** flatly refused a refund and the president of the company, ***** *****, has yet to respond on *********

  Since my delivery, I was told by a  close friend who bought from Ashley that their delivery people also arrived  at their home reeking of marijuana and could not assemble their furniture properly to the point they refused delivery. Ashley is shoving a sales mistake down their throat too. They are afraid of retribution so they are taking it.

  Why should I accept anything less than a refund on the mattress? Why should I give this company more business? Why should I pay them $2500 more to get the mattress I asked for in the store originally? Why does the sales person who falsified my sales order by adding his wife's name to it to give her a part of the commission and sales points so she could still work there and pad their bank account even still work for the organization at all?

  No! I do not accept Ashley's response!

  Sincerely,
  
  Kerry Whittle

• Initial Complaint

  Date:10/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 26, 2023, we received a delivery from Ashley Furniture, consisting of a bedroom set valued at over $4,000. Unfortunately, upon inspection during the delivery, it became evident that the bedframe rails were not properly connecting to the head and footboards. This issue was particularly noticeable when any pressure was applied to the headboard, causing the entire setup to come apart.We immediately brought this concern to the attention of the installation team, who suggested that purchasing a bed foundation or bunkyboard might resolve the problem. Subsequently, we initiated contact with Ashley's customer service department, and after a thorough investigation, they approved sending a technician to rectify the issue, providing us with a case number for reference (Case # *******).For the past week, we have been constantly attempting to schedule a technician through Ashley Furniture's support line, only to find ourselves consistently waiting on hold for periods exceeding 30 minutes, followed by disconnections. There here have been no alternative means of contact provided by Ashley Furniture. This persistent lack of response and the extensive hours spent on hold, totaling over 6 hours, have left us in a state of frustration and disappointment. Such a level of customer service is clearly unacceptable.We are left with no recourse but to report.

  Business Response

  Date: 10/11/2023

  ****************,

  I was unable to pull up a sales order with the contact information provided. Could the sale be under a different name, phone number or email address? 

  We are an independently owned and operated licensee of Ashley Furniture. Our stores are located in Central and Northern ******* in the cities **********, ******, **********, **********, ********, ********, *******, **********, **********, and **********. Was it one of these locations you purchased the bed from?