Complaints

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:07/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 furniture from ******** ********* ***** in ****** ** and purchased the warranty to cover damages to the furniture. Since purchasing the furniture a year ago, the furniture has been falling apart. The slats which hold the mattress has broken, causing the mattress to cave in the middle. Our dress drawers should be soft close and 3 of them do not close properly. I called the warranty company and I was told my order could not be found or the warranty I purchased. I went into a different ******** in ******** ** and was told there is nothing they can do since they are a franchise not associated with the ******* ** location. The ******** Furniture, which was located in ****** ** is now closed. I have been told that my warranty policy cannot be found nor can my order be found by the protection plan company and a customer rep I spoke from ******** over the phone. I have my receipts for proof of purchase of furniture with the breakdown of what was purchased and also includes the warranty.

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  in october 2023 we purchased a bedroom dresser from the ashley store in ****** ** for full price, not sold "as is "..the purchase price was $1499.99...we payed this amount in full and not on finance through the store...it took almost 6 weeks for the piece to be delivered to us...upon delivery, the delivery men unwrapped the piece and opened the drawers , took a picture & gestured me to sign for the furniture delivery , never once saying to read the whole form thoroughly before signing. a couple of the drawers were not closing properly so we called the store to have it fixed...after another 3 weeks a technician showed up and concluded that the piece needed to have 2 of the mechanisms replaced and he was going to order the proper mechanics that would be directly sent to our home and at this time to then call for the service and set up a date to correct these drawers..
  
  after another 2 weeks the mechanics came and we called the store for an appointment to have the dresser repaired...after another 3 weeks the technician showed to repair the dresser...he took the replacement parts and installed them and the drawers still don't close properly...we told this person we were not happy with the piece and didn't want to have to keep having this company coming back countless times to repair something that was brand new and should not have had to be repaired in the first place...he then stated he would tell the company to put us in for a refund and removal of the piece...he also claimed he could not fix this piece & we have this entire incident and verbal statement on video
  
  upon his departure which he went out of our home in a rant, he left a mess in our bedroom from the parts and attempted repair of the unit...we then called the store and spoke with a manager ( identified as "ms. J"..she refused to give her full name )
  and she said that the technician had no right telling us we were to get a refund...she offered to have the piece taken out of our house to be repaired at their warehouse which we refused because of all the inconvenience we have already been through..it was 3months since we purchased this piece and still have not been able to use it needless to say how much longer it would take them to repair this and still leaving us still without a dresser
  
  ms J. was very arrogant in  speech with myself and my wife and when we said we might retain an attorney to settle this she replied : "nobody threatens us"...i am deeply appalled at the way this company is handling this situation and need resolution to this problem..
  
  please accept this email as my formal complaint against this business and hopefully your establishment can help re3solve our dilemma..i am also filing a statement with *** **** ** ******** ********** ** ** as well...we work VERY HARD for our money and should not and cannot accept the way ashley has dealt with this issue...if there is anything you can do for us please let us know 

• Initial Complaint

  Date:10/18/2023

  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.

  Bought an Ashley furniture's pull out sofa bed in June from ***** ********. The screws that hold all the bars to the sofa have all pulled out of the particle board sides of the couch. It has wrecked my hardwood floor because it scratches when folded back up, I had to put deck screw in the thing to hold it together. I called ashley they say call * **** *******s. ***** ******** says ASHLEY IS THE WARRANTY COMPANY THIS IS AN ASHLEY SOFA. I have a 1 year warranty from ASHLEY they need to honor this warranty.

  Business Response

  Date: 10/19/2023

  This customer did not purchase any items and made no transactions in any of our stores - It clearly states in the complaint,  they purchased from *** **** ********. That is the retailed they need to contact. *****************

   

  Bob A****

  VP of Operations

  860-481-1476

   

  [email protected]

• Initial Complaint

  Date:05/02/2022

  Type:Delivery 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 purchased a bedroom set from Ashley’s on July 22, for $2,856. I was requested to pay upfront in full. The furniture was delivered about a month later. It was delivered with the decorative pieces to the legs of one of my nightstands missing. 9 months later I still do not have the piece. The shipping date keeps getting pushed back.