ComplaintsforAshley Furniture HomeStore

• 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. 

• Initial Complaint

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a recliner in the store and had to contact the store to find out when it could be delivered. I was contacted the day to be delivered and it was not within the time period they said. It was put together by the delivery people so we didn't realize it was not correct for a couple weeks. We noticed that one side looked crooked so my husband took the back off and repositioned it. It helped but their is still a gap on one side of the chair. When I contacted customer service they said I should have called within 24 hours of delivery. Had we known the back was not in the right position we would have. I was asked to submit pictures so I did. After about 2 weeks I hadn't heard back so I contacted them again. They said they couldn't open the pictures and asked me to resubmit. I informed them that I wanted a new chair or refund. They said someone would be in contact with me. I continued calling them each week for about 3 weeks and each time they asked me the same questions and promising to call me back. Last week I finally reached my breaking point and told them I just wanted them to come get the chair and give me a refund. I also asked that someone in management contact me. Friday of this week I received a text that a technician would contact me in 3-5 days. I was very upset and called customer service again and demanded to speak to management I was initially told it wasn't possible but after arguing with them for several minutes they finally put me through. I explained everything that I had been through and how I felt if you purchase something new you don't want it repaired. I didn't pay for a defective item and I don't want it repaired. I want a new chair or my money. I asked to speak to someone higher up but they said that wasn't possible and they couldn't contact them except by email. They don't want to work with me and I feel if I had not stayed on them I would have never heard anything at all. I really want my money back because I am afraid of their products.

  Customer response

  10/21/2022

  Clarification. I purchased the furniture at Ashley home store 24833 *************************************************************************************

  Business response

  11/03/2022

   I apologize for the delayed response. I was waiting for the in home technician report from the service call on ****************** recliner that was completed on 11.02.2022. In previous correspondence with **************, she had refused prior technician services. I had to make sure that she had accepted this appointment yesterday. Per the report from the technician, the mechanism on the Recliner is broken. We will order the necessary part for the repair. When it arrives, we will schedule another in home service call to complete the repair. I will reach out today to ************** to update her on the part order, and repair process. We sincerely wish to resolve this issue as quickly as possible. 

  Thank you

  Customer response

  11/12/2022

   
  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

  09/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my sectional couch when moving to AL right before covid hit. My couch cushion a few months later after purchase showed signs of thread and rips. I dont have kid's or high use of couch so I knew this was a defect. I called in requested new couch covers and sent pictures. I received incorrect cover. I contacted customer service three times after receiving incorrect cushions covers. I even paid my couch off early. Still no response from customer service. They ignored me everytime. It's sad because I really like Ashley and I use to recommend them. I even called and asked if I can purchase a cushion because Im not getting any help and they hung up on me!

  Business response

  10/02/2022

  We reached out to ******************* last week. As of yet, we have not heard anything back from her. We will try to contact her again. Thank you.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ashleys Furniture sold me a warranty on my furniture that didnt cover what I was told it would cover when I needed a repair m. Ashleys Furniture agreed to repair the furniture with estimated 4-6 weeks turn around time, it has been 10 weeks and I have been trying to contact them for a week about the status and cant get a response.

  Business response

  10/05/2022

  We are currently repairing ************** item in our shop. It was necessary to order the fabric for the repair. We will reach out to him and give him an update. Thank you.

  Customer response

  10/06/2022

   
  Complaint: 18036763
  
  I am rejecting this response because:
  All I keep getting from them is excuse after excuse and they have not reached out to me about anything or updates.
  Sincerely,
  
  ***********************

  Business response

  10/12/2022

  Because we were unsuccessful in completing the repair to our satisfaction, of one piece out of a four piece living room sectional in the ******* home, we have offered them a reselection of all four pieces at the full amount of the purchase price of that sectional in the amount of $2450. We are waiting for the ******* to accept the offer. We have all the paperwork ready for them to go into our Huntsville store and make their selection. We will work diligently to fulfill that new order and get it delivered to them as soon as possible. Thank you

  Customer response

  10/13/2022

   
  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

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/10/21, I ordered a living room suite, a bed mattress, bedroom suite ,and a coffee table from Ashley Homestore in Huntsville, Alabama. The transaction totaled $10,544.96, of which I paid $6,000 cash down, leaving a balance of $4,544.00. On 1/21/22, I ordered two end tables and bedroom bench totaling $1,657.98, of which I paid $331. The first shipment included the mattress and foundation which were covered in plastic and the chair and a half and ottoman which were in boxes and assembled on site. The second shipment included the end tables and the bench. All of these items were pre assembled and damaged so I contacted customer service, who scheduled a repair technician to come inspect the items on 9/12/2022. The next shipment I received, consisted of the sofa and coffee table. I refused those items at the time of delivery because I noticed they were damaged and preassembled. Ashley Furniture/customer care contacted me once another sofa and coffee table had arrived to the warehouses and scheduled a delivery date. Once the furniture had been delivered, I noticed it too was damaged ( the coffee table was actually the one I refused in a previous delivery) and contacted customer service to file a complaint. The final delivery I was supposed to receive consisted of the bed, dresser/mirror and nightstands. I noticed the damage to the bed and dresser and mirror during the delivery process and refused the items but accepted the nightstands. Later that day, I noticed the nightstands were damaged and contacted customer service to file a complaint. On 9/12/22 the repair technician inspected the sofa, end tables, coffee table, bedroom bench, and night stands. He concluded that all were damaged and took pictures to make his report. He even showed me where one of the nightstands was broken and glued back together. On 9/15/2022, I received another bed and mirror and dresser which I refused due to damage. All damaged furniture and no resolve.

  Business response

  09/26/2022

  We are actively working this customer's complaint, and we will respond within the next few days. 

  Customer response

  09/29/2022

  I have reviewed the response made by the business in reference to complaint ID 18031410, and find that the business’ response is a step towards reaching a resolution. However, the offer made via email on 9/28/2022 was unacceptable. 
  

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered furniture from ashley furniture back in April of 2021. Ashley furniture delivered the incorrect furniture months later and when they were told this they said they would make it right and come was the incorrect furniture they apologized and said they would get the correct furniture and exchange the furniture for the correct furniture. After saying this for months they eventually said they would not be able to get the correct furniture because of the back order and would refund all money and come get the furniture that they delivered to me and take it back. They then went back on this statement and are refusing to do the right thing. I have attempted to resolve this with then as well as the card company that the furniture was charged to.I have been trying to resolve the issue on my own with Ashley and with the card company synchrony via disputes but it hasn't been resolved yet. It has been an ongoing thing for over a year now.

  Customer response

  09/09/2022

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

  Business response

  09/23/2022

  ********************************* has filed four disputes with ************** as well. ************** has found in our favor all four times. We offered exchanges and pickup/refunds with fees as stated in our Terms and Conditions, to the customer during our most recent correspondence, we have not heard back from the customer. The ******************** was originally delivered 07.31.2021. To complete an exchange or a pickup and refund, especially considering the items were delivered over a year ago, current photos of the furniture are required to have the pickup or exchange approved. This is clearly stated in our Terms and Conditions which were signed by the customer. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a twin bed, nightstand and daybed in May 2022 for niece's children. Delivered on August 17, 2022. Delivery guys said they could not assemble the beds because parts were missing. They informed my niece that they were submitting the problem and a technician would be out to complete the assembly. They left the children's mattresses (not from Ashley) leaned up against the wall and the pieces of the beds laying in the middle of the floor. I contacted Ashley customer service and the rep told me that we should have told the them to take the furniture back. No one told us that was an option. Technician came out on Aug 25, 2022. Had no parts to complete the assembly, said there was no detail in the work order. He said that inserts were needed for the twin bed where someone had stripped out the holes for the bolts and legs were needed for the footboard end of the daybed & Ashley should be contacting us NLT the following Monday. Heard nothing from Ashley. On Aug 31, 2022, went to the store and told them I needed them to come get the furniture and give me a refund. Said no way, I would have to call customer service. I called customer service and had to explain the story. I told the rep that I would give them until Friday to give me a disposition on how this was going to be taken care of as the beds are laying in the floor of childrens' bedrooms and that's not real safe. No response. I contacted Ashley customer service today. I was told that the technician reported that only inserts were needed. Their solution involves mailing the inserts to us (after a 7 to 10 days in which they procure them??) & then the technician would come out at some point to complete the assembly. Since they have no record of the problem with the daybed, I told them no. Don't want to wait another 3 wks only to find out more parts are needed. I want a refund, and I want the furniture picked up. Rep told me 7 to 10 working days before I get answer

  Business response

  09/13/2022

  We have reached out via email and are awaiting a response.

  We also apologize for the inconveniences experienced.

  Sincerely,

  ASHLEY

• Initial Complaint

  08/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I think the practices of your sales associates and management in ********** ******* leaves much to be desired. I went to the store on August 16, 2022 I knew exactlywhat I wanted to purchase Model *******, I asked how far out on delivery he said there was a shipment slotted for Monday Aug 22 and another one on on August 29th, at the sales desk and the young lady entered my order into the system and says "oh they are in stock in the distribution center in ***********, it will come quickly." I was presented with several pages that needed to be initialed one being a stamp that states 1-2 months for some products that have experienced a prolonged delay- I asked the salesman about this item and was told they "had to put that on all orders but my order would, as the young lady said, comequickly." I paid for the order and left.I called on Friday August 19th and they gave me a run around on it would be up to 2 months for delivery, I explained what I had been told in the store on the day of purchase and was told that I would need to call back after Monday the 22nd, I called them today (8-23-22)and spoke with the "sales manager" who said quite rudely, "When the product was received in the DC they would call to let me know when my couch would be delivered." After insisting on an actual date he told me that there would be some delivered to the DC on approx 9/1/22. I called the customer care line who proceeded to inform me that they showed I would receive my couch on approx 10-1-22, they lied from the very start with the intention to be fraudulent in this transaction. They knew there was a delay in this product and should have been up front, if they had I could have decided if it was an acceptable time frame, or if I wanted to determine if someone else did in fact have the product in stock, I was not given that choice and now have no choice but to wait, as I purchased the loveseat from other source and now have to wait on the delivery of this couch.

  Business response

  08/24/2022

  ***************** is scheduled for delivery for 08.31.2022.

  Sincerely,

  ASHLEY

• Initial Complaint

  08/24/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I ordered furniture in July of 2021. It took around 6 months to get everything in. I got the call that all my furniture was in and ready when I was July of 2022 I went into the store and was told that all my furniture was not in anymore. I guess they sold it. I then asked for my $2,000 deposit back and was told it would be put back on my card. 1 month goes by still no refund so I call the store and now they are not refunding my money because they are wanting to charge me $900 restocking fee. They don't even have my furniture in still, so there is no restocking to it. They are trying to rip me off for $900

  Business response

  08/30/2022

  *******
  
  Thank you for reaching out.
  
  We have reviewed all of your paperwork and phone calls and see where you personally did refuse delivery twice via a recorded call but in good faith we will issue you a refund of your cancellation fees and hope you end up finding a new home.
  
  Thanks
  ASHLEY

  Customer response

  09/03/2022

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

*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. ↩