![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforAshley Furniture Home Store
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a king size bed online from www.ashleyfurniture.com. I received an email conformation stating that I will have two delivery dates. The slates to the bed and the bed itself. The slates came on the February 22nd, 2023. The bed had a delivery date for February 25th but never was delivered. I contacted ashley furniture and they told me that the bed was on back order. I did not receive an email, phone call, nor any type of communication as of why I wasn't contacted about this issue. No one from there customer service team could help me. **** person I talked to either had me on hold for extended times or they kept transferring me to someone else that could not help me either. They last phone call I made I was given a 2-to-3-week delivery which is unacceptable. I would have never ordered the bed if it was on back order. And furthermore, it needs to be stated when making a purchase if the item is in stock! I don't have my bed to sleep on and the website is very misleading and no one from there customer service is helpful.Business response
03/23/2023
Customer purchased on line and lives in ****************** **. My stores are in **********. This complaint has been addressed to the wrong store.
Customer needs to work with the corporate on line help desk. Phone # **************
Initial Complaint
03/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Filed a mattress warranty on 1/21/22 and was denied stating doesn't fall within warranty guidelines, but returned email they stated a different guideline and when questioned then changed their answer. Sent 2 follow-up emails 2/3/22 & 2/9/22 and have not received responses as I have shown my mattress is well beyond their mattress warranty.Business response
06/02/2022
Business Response /* (1000, 5, 2022/03/14) */ The Mattress purchased is a ***** Silver City model # ********. Manufactured by ***** and warrantied by *****. The customer emailed pictures of the mattress to our customer service agent who then forwarded the pictures and the claim to *****. Unfortunately, the claim was denied by ***** as it did not meet the manufactures warrantied policy. Note the retail store does not warranty the product, the manufacture does. Consumer Response /* (3000, 7, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent 2 more emails asking for an update as the picture shows the sag at 2.0" and the manufacturers warranty covers a sag over 1.5". The issue is NO ONE responded to my emails, therefore not covering what Ashley furniture says they stand by. Here is the email I sent asking for an update and the zoomed in picture I sent marking the required 1.5" sag, showing it is at the 2.0" a whole 0.5" as required by the warranty for someone who cannot read a measuring tape.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.