ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a patio set from Ashley furniture on 6/25/2024, along with a $400 three-year protection plan, after having an issue with the cushions, it has been over 40 days and 5 star service the warranty company has been giving us the run around and not answering our calls, I called Ashly ******** and the same issue, If the warranty is not going to cover anything we would like that money refunded.

  Business response

  06/04/2024

  Good Morning,

  I do apologize for any issues you are experiencing with the ************************ I have reached out to my contact for more information on your claim. In the meantime, feel free to reach me directly by emailing ***************************************** As soon as I receive an update, I will contact you. 

  Thank you!

   

  Business response

  06/04/2024

  My contact with the protection plan has responded and they are ordering a replacement cushion. 

  Customer response

  06/04/2024

   
  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

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered a purple mattress with adjustable base and was told that we could exchange for two mattresses that make up a king ** with 2 bases for about $400 if we were not satisfied. Sales person continued to emphasize this until store manager provided a quote of over $ *****. We had already spent double this on our initial purchase. When Ashley delivered the mattress the 2 installers did not know how to install with our Ashley bed with storage drawers in the end. This was the major reason we chose Ashley for the mattress purchase. One of the installers got mad and during the install ripped the mattress cover while being very unprofessional and rude. Sales person said they would deliver another mattress and a kit to fit the storage bed within 2 days. Ashley customer care sent a new mattress cover only with no solution for the adjustable frame interfering with the drawers. Several other commitments from the sales person were not allowed or honored so here we are with a torn mattress cover and no solution for the drawers. I cannot change the cover due to a lower back issue so we are having to live with an unacceptable solution. Store manager was very rude in her approach and now the store has cut-off all communications with us and ************* is not helping. The sales person was very dishonest with us during the entire process.Update February 4, ****, we still have no resolution to our problem and the nice lady that was helping us will now not respond to texts or calls. Our mattress was delivered on 8/29/2023 with immediate problems and 6 months later no resolution and another round of broken promises. I am transmitting this review as one last and desperate attempt to have Ashley Furniture ********** ******* take ownership and fix their failed customer service and inattention to our issues.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our sectional sofa from Ashley on 8/15/2020 along with their 5 year Platinum Plus warranty, which meant that if any stain, tear or rip happened in the first five years of purchase, Ashley would replace either a portion of or the entire sofa. In January of 2023 we noticed a tear and started the process of filing a claim. The local store said they could not help us and gave us information about who to contact. Trying to contact anyone within 5 ************ (warranty company) was next to impossible but we finally got the information we needed which was to file the claim online. We started to fill out the online form only to read that the requirements to file included very specific pictures of the tear from various distances from the sofa. Because the sofa is in our rental cabin, it took some time for us to get there (because we had guests and it is over an hour away), get the appropriate pictures and file the formal warranty claim. That claim was officially filed on July 21, 2023. After hearing nothing for well over two months and seeing that there was a claim number and assigned to a specific rep, I called, was put on hold for 15 minutes only to be transferred to a voicemail. This happened countless times. I was never able to talk to a representative, was always transferred to voicemail which I left one each and every time and never heard back from anyone. After months of frustration, we went back to the local Ashley store to talk to our original sales ******** was nice enough to call some of his Ashley contacts only to call back (after he waited for responses for over two weeks) and let us know that Ashley declined out claim because it took too long for us to file the claim from the time we noticed the tear. This is simply ridiculous. We paid $250 for this extended warranty and had every assurance that the claim would be honored. At the very least, we want our $250 back. We feel cheated and completely taken advantage of.

  Business response

  02/10/2024

  Good Afternoon,

  Our Vice President of Operations has reached out to you via email and she is working with the protection plan company for a resolution. 

  Customer response

  02/12/2024

   
  Complaint: 21211407
  
  I am rejecting this response because:
  the extended warranty specified that a portion or a full replacement of the sofa was expected if there was a stain, tear, or damage.  Ashley cannot replace the section that has damage so we believe at the very least, we need our extended warranty refunded.  

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

  Customer response

  02/22/2024

  I havent gotten an update in a while.  Im hoping to hear from either Ashley or BBB.  Thank you!

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

  Business response

  02/24/2024

  Good Morning,

  I am currently working with the *********************** to get you the refund you requested. Once I have confirmation that it has been processed, I will email you directly!

  Customer response

  02/26/2024

   
  Complaint: 21211407
  
  I am rejecting this response because:
  While I appreciate the companys response, Im not ready to close the complaint until we have a full resolution. 
  Sincerely,
  
  *************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I come to store and tell the saleman that I want the Mattress and tell him do the invoice I when back to my shop got money when I come back sign the invoice and I not pay attention the Mattress part number and he take picture on the different one gave to his manager to do invoice now they dont want fix the issue or not want to exchange the right Mattress that I want all I want the right Mattress but they kick me out store and I call their service center they say I have to deal with the stored please help me with this thank you

  Business response

  01/12/2024

  Good Morning,

  The mattresses delivered were the mattresses that were selected the day of the sale and verified by the customer's initials. To reselect to different mattresses, a 10% restocking fee and a redelivery fee would be required as our reselection policy states in our terms and conditions. I do apologize for any and all inconveniences but our reselection process does require fees as the mattresses are no longer sellable. 

  Customer response

  01/19/2024

   
  Complaint: 21116389
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  The saleman not take the picture of the mattress I told him I want it and he take the picture of the wrong mattress they both same brand but have 4 different one and when I sign and inital I not pay attention on item part number I only see the picture show that 2 mattresses in the invoice I told them look at the store camera and they refuse to do so this store is a ripoff and liar and not take responsibility for their mistake 

  Business response

  01/23/2024

  ************, 

  The new mattresses have come in. I will have a member from our scheduling department reach out to you to schedule delivery.

  
  Thank you!

  Customer response

  01/25/2024

   
  Complaint: 21116389
  
  I am rejecting this response because:
  They make me pay for their mistake and this stored is a bad business they make mistake blame to customer this stored is a bad business 
  Sincerely,
  
  *******************

  Business response

  01/30/2024

  Sales Associate has pictures of all the items the customer selected the day of the delivery and the picture of the mattresses delivered is the same as what was delivered. 

  Customer response

  01/31/2024

  They take the picture on the wrong mattresses and put in the invoice and my fault is not pay attention on the item number I just see the 2 mattresses that same on the showroom that I told the saleman that I want and he take picture on wrong mattresses cause that brand have 4 different mattresses they all look the same only different is the part number they are liar they not take responsibility of their mistake and blame me cause I trust them when I told them what I want

  Customer response

  01/31/2024

  They are liar they not take responsibility of their mistake and try blame me because I trust them when I told them what I want im not spend that much money to buy the mattresses that hurt my back I trust them and I not pay attention on the item part number that why they try to blame me for that. That is bad business 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/27/23 my husband and I visited the store and ordered a Purple Restore Premier ******************** delivered on 7/26, we allowed it to expand as directed and started using it on 7/27. After one week, our backs were hurting so much we called to return it. We were told we needed to sleep on it for 30 days and to call Red Mountain Retails customer care. They told us as well that we needed to sleep on it for 30 days. We had one week during that time that the mattress did not hurt. Then it did and has ever since. We called the store again the third week of September, and the manager **** told us we would have to pay a 10% restocking fee and a delivery fee and had to stay in the brand which we were not willing to do. Our paperwork does not indicate having to stay in that brand, and we were told at the time of order that with purple there would be no restocking fee. I even noted that on my copy of the paperwork. On the phone we argued with ***** false claims, and he then advised we come to the store to see if the floor model felt like ours because if not, then we would be directed to purple for warranty replacement. We went the following Tuesday to do that. Theirs felt almost as soft as our firm mattress which swallows us and has us sinking in the middle. We came back the following Saturday to try others mattresses since **** emailed his area mgr and got approval for us to switch brands. This wasnt prohibited in the paperwork. After trying others there and after having such a bad experience with the store, we just want to return this awful mattress and shop somewhere with more integrity. As an authorized retailer, they should do give a refund in the first 100 nights like Purple would. My husband called **** 10/3 to say come pick up the mattress, we pay restocking fee, refund us. ***** called him today to say that request was denied. We financed in house with Red Mountain . We owe ****. We want that refunded. We want the *************. We will pay a restocking fee.

  Business response

  10/05/2023

  *******

  Thank you for reaching out.  Per our terms and conditions you signed we do not offer refunds or returns on mattresses.  We are more than willing to offer an exchange with fees as outlined on your terms and conditions but we dont offer stright returns.
  

  We are also willing to allow you to reselect to a different brand as long as its equal or greater in priicing and you will be responsible for those price differences and fees .  

  Thank You 

  Ashley 

  Business response

  10/06/2023

  Date Sent: 10/5/2023 2:30:06 PM
  

  *******

  Thank you for reaching out.  Per our terms and conditions you signed we do not offer refunds or returns on mattresses.  We are more than willing to offer an exchange with fees as outlined on your terms and conditions but we dont offer stright returns.
  

  We are also willing to allow you to reselect to a different brand as long as its equal or greater in priicing and you will be responsible for those price differences and fees .  

  Thank You 

  Ashley 

  Customer response

  10/06/2023

   
  Complaint: 20697358
  
  I am rejecting this response because:
  It is unacceptable that the only option being given to us is to spend more money with a company who isnt willing to treat us fairly and isnt willing to give the same terms that the mattress Brands offer direct. So, if by some awful chance we upgraded, paid more money to this terrible business, and had an unlivable mattress again, then what?? We are with told no, sorry, you only get one swap or two, you can swap for equal or greater and pay a 10% restocking fee? The terms are terrible and if we are going to be spending 3 to 4 thousand dollars on a mattress, which Ashley is NOT selling them cheaper than anyone else, so why would we get less of a warranty or trial period for the same amount of money? I have cried of exhaustion so many times this week! This is so wrong! I just want to be able to go buy a mattress from someone who actually backs what they are selling. And I want to be able to SLEEP! I hate I ever bought this mattress because it is NOTHING it is advertised to be, but I hate even more I bought it from Red Mountains Ashley ********** location because at least Purple would be refunding me. Just take this awful thing and refund the difference! 

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

  Customer response

  10/06/2023

  One major issue here is that if we go with the unacceptable option of swapping, paying a delivery fee, paying a restocking fee, and paying more to get the mattress we want, there is not comfort guarantee or recourse for problems after the first swap. So, at that point, we will be have **** plus 350 plus 100 plus let's say a 900 plus tax difference to upgrade from the **** to a **** mattress, and you are looking at us being $5000 invested with no accountability by the retailer from that point on. How is that ethical? Who at Red Mountain Retail or anywhere wants to get that kind of deal or service? Everyone should be made CLEARLY aware. If this isn't resolved, I'll let the in house financing go to collections. My credit score is excellent and will rebound from a single issue (that I will definitely attempt to dispute since I absolutely did not get what i paid for, a firm, quality mattress).

  Business response

  10/17/2023

  As stated in our Terms and Conditions, we do not allow returns on mattresses. The comfort guarantee that was signed after making the purchase outlines the policy on any comfort issues with a mattress. This does include a restocking fee and a redelivery fee. We will allow a reselection to a mattress of a different brand so that you have more options to find a mattress that better suits your needs. If you would like to purchase another comfort guarantee with your new mattress that is an option as well. 

  Customer response

  10/17/2023

   
  Complaint: 20697358
  
  I am rejecting this response because: this new mention about purchasing a comfort guarantee for an exchange is quite literally too little (or too much, too much expense), too late. Its a terrible and unacceptable offer, and it hasnt even been mentioned as an option before now. All we were told by the store was that there is no comfort guarantee once the mattress is swapped. Anyone should be able to understand that being this financially invested with no guarantee by a retailer, much less additionally invested due to the equal or greater value clause, the restocking fee, the delivery fee, it would definitely not be in any consumers best interest to continue to do business with that retailer. As such, we are not. The fact that my husband and I have had so many painful, restless nights because this wasnt made right is inexcusable and solidifies that we cannot do business with Ashley or Red Mountain. Offering to add to our expenses now, after all this time, by selling us a guarantee which should absolutely have been GIVEN and communicated in discussions about an exchange (and it was not) is why you owe us the return. Just know that I will write every one I can, in your business, in Purple, and on every social media platform as well as face to face with every person i can get to listen, until I get proper resolution on this. The only proper resolution is to accept that we dont want to be your customer and that I will not be paying Red Mountain another ***** other than what I have offered, the money paid so far and a restocking fee. The rest of my balance needs to be cleared, and your people need to get this terrible mattress. Or, we can even drop it off at your store! 

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

  Customer response

  10/31/2023

  They most certainly did not address any issues. Its unfortunate that this is the stance of what is supposed to be an agency advocating for consumers. I have literally spelled out that they gave decision-influencing contradicting information. I guess your state agencys kick-back from this dishonest practices ******* business is where the bread is buttered. For the record, I disagree or object to that comment of closing; the business did not address the issue, they only made it worse by switching stances. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The bedroom suite was bought on March 23, 2023 at Ashley Furniture **** ************************** ********, ******* *****. Order # ******** Cash Transaction. On August 5 we went to the store to report that the bed rail nearest the dresser had came loose from the footboard and that we did not now how long it had been like that my my husband looked down on the floor that morning and noticed pieces of wood chips we went to the store to ask how to report a claim on this was told to call the Ashley Care Desk since we were still under the one year warranty plan I called the Care desk and was told to take pictures and send them to the care desk number I did and a claim was filed that day got a confirmation text. Waited for an response did not get one my husband called them back a week later was told our claim had been denied that part of the bed was not covered by the warranty and that they sent a text to my email explaining that but they did not they told my husband the decision was non reversible and that we needed to file a claim under the five year warranty plan ******************** by Ashley. Went back to the store and talked to the store manager and told her what was going on she tried to call the care desk they treated her like c*** also she took our number and told us she was going to call her boss and get him involved and call us and let us know what he said well we waited a week and and did not hear from the store manager we went back to the store and her boss could not do anything but tell us to file a claim with the five year warranty department but do not tell them we seen wood chips on the floor tell them the damage was from normal everyday use by this time we had the rail propped up on a stack of books to keep the mattress off the floor and the bed even this claim was filed Sunday August 27, 2023 at 5:51am I sent in pictures of the damage, the order number, serial number of the bed, and a complete picture of the bed claim # assigned T278108 This claim denied also part not covered

  Business response

  10/03/2023

  Good Morning,

  We are sorry to hear that the Protection Plan denied your claim on your bed rails. An exchange has been keyed and a new set of rails have been ordered. Once the merchandise is in stock, a member from our scheduling department will contact you to set up the pick up/delivery. To reach the scheduling department for nay updates, please contact ************.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased the item listed on the receipt and purchased the product protection service. At the time of purchase we were informed that IF we did not use the service that the money would be refunded to us. I have contacted the store to start that transaction and was told that no monies would be refunded however we would be issued a store credit. We were not told that. We purchased the bed when we were putting the house on the market to sale and we would be relocating to ***** ( husband retired) so there is no way that I would have purchased the agreement knowing that we would no longer be living in ********** **. The credit as I told by ****, is only usable in the ********** store. This is deception. But I was told that there was nothing they could do as it has been there policy since ****? I do not know the salespersons name as if was 5 years ago which is the time frame that you have to wait to be refunded. I believe that we were deceived as a means of getting us to purchase the product. When I did call in to use the service for a problem with the bed, I was told that it only covered fabric cleaning. This is a rip off.

  Business response

  09/05/2023

  ******

  Thank you for bringing this to our attention.  We pulled a copy of your orginal reciept and it states right on the reciept that the ****** credit can be used towards a ****** or more purchase.  Have you had a chance to review your reciept?

  We applogize for the confusion regarding the ****** or more purchase, as we changed our guidelines back in 2020.

  Please let us know if you want to use your credit localy in AL or I can see if I can get the local store in ** to honor it.  

  Thank You
  

  Ashley 

   

  Business response

  09/06/2023

  ******

  Thank you for bringing this to our attention.  We pulled a copy of your orginal reciept and it states right on the reciept that the ****** credit can be used towards a ****** or more purchase.  Have you had a chance to review your reciept?

  We applogize for the confusion regarding the ****** or more purchase, as we changed our guidelines back in 2020.

  Please let us know if you want to use your credit localy in AL or I can see if I can get the local store in ** to honor it.  

  Thank You
  

  Ashley 

  Customer response

  09/06/2023

   
  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 if they will confirm that an Ashley store located in my area, ****** or ************ **, will accept the credit.  We do not have any ties to ******* or the ********** area to make a special trip to use a credit. And furthermore I do not see on MY receipt that the credit has to used on a purchase of ****** or more.  After speaking with a person via phone previously,  I understood that it was credit to be used in store but nothing was mentioned about the amount of purchase that has to be made.   I'm a little perturbed how this is being handled by Ashley.  It may be only $159.00 but it was a deception on their part. 
  
  Sincerely,
  
  ***********************

  Business response

  09/06/2023

  ******

  The last line on your receipt states 5 YR plan good towards 799.  If I can get ** to aggree they will require the same.

  Please let me know if you would like me to see if they will honor it

  Thank you 

  Ashley 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 5/28/18, purchased $2567.47 of furniture from Ashley Furniture on **** **********************, **********, **. This purchase included a 5-year premium warranty. The salesman informed us if we didn't use contract for 5 years the full price ($199.99.) of the warranty can be used as store credit. Prior to purchasing, we asked if there was a minimum purchase, we had to make to use store credit and were advised, "You can purchase something for the contract price only if you choose. We recently went to Ashley to take advantage of this and were told by the salesperson and the store manager, **** that we had to spend $999.00, then were told $799.00 to use our credit. This is a breach of contract and trust. We would appreciate if you would assist in resolving this issue. Thank you.

  Business response

  08/29/2023

  We do apologize that you feel the contract has been breached due to conflicting information. I have attached a copy of the purchase history for the original sale. The line item does state next to *PLATPLUS that the 5 year credit can be used towards a $799 + purchase. This line item would have printed on your original Ashley paperwork at the time of the sale. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a sleeper sofa from Ashley Furniture ******************************************************************* on June 1, 2022. First we payed ****** for delivery and set up and the furniture was left in card board boxes and we had to put furniture together ourselves. After doing this we found that the sleeper sofa did not work. We called Ashley and on Aug 23, 2022 they sent out someone to repair it. He could not repair. It is now 10/27/2022 and the couch has still not been repaired. I have been given the run around at every turn and basically have been told I have no recourse. Wanted to report in hopes of someone else being left 5 months after purchase with defective furniture and no one at Ashley Furniture taking responsibility.

  Business response

  11/09/2022

  We have researched this customer's complaint. We have no record of a purchase made by *********************. The complaint states that she purchased from an Ashley store @ *******************************************************. Our closest store's address is ***************************************************************. I looked up that address in *******, **, it was to an apartment complex, not a furniture store. If the customer would provide further information, such as a sales order number, copy of receipt, or perhaps a different name that the purchase was made, under I will be glad to research the issue to determine a resolution.

  Thank you,

  ASHLEY

  Customer response

  11/09/2022

   
  Complaint: 18324585
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  11/10/2022

  Thank you for the additional information in order to locate the sales order history. We will research and respond with an update soon.

  ASHLEY

  Customer response

  11/10/2022

   
  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

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order table set they delivery broke table and I exchnage and pay the different amount to get new set and they delivery another bad table now I want return and want my money back and they not return the same amount I pay they charge me for pickup and restock fees this is not my problem they the one keep send me bad stuff

  Business response

  11/01/2022

  We have spoken with ************ several times at the store level, and in our ************************ concerning his refund. I will reach out to him again to resolve the issue. 

*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. ↩