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:02/21/2025

  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 sofa and love seat from Ashley in Jacksonville Fl, I also purchased an extended warranty that covers everything but claw marks. One month purchase all the pillows begin to sag and get big dents in them. We had a service person come out he took off an inside cover and left. The sofas continued to deteriorate. We had a second technician come out he said there’s no structural damage. The sofas are basically unusable. I’m getting no satisfaction from Ashley. They’re not honoring our warranty. I was told if there was something wrong they would replace them. We are seniors who feel that we have been taking advantage of. There no support for weight other than a piece of material between 2 slats. No springs, no nothing.

  Business Response

  Date: 02/21/2025

  Please see attached a copy of *** ************ signed sales ticket dated 7/15/2024. The ticket shows that she purchased 2 sofas but changed to a sofa and loveseat after the sale was finalized. The customer received delivery on 7/27/2024. Please see the attached signed delivery receipt with photos. The customer contacted the store manager on 9/25/2024 with concerns of her sofa and loveseat cushions sinking. He in return opened a Service Request Report (#******), please see attached. In the signed Customer Sales Agreement, it states; “We reserve the right to have a certified technician evaluate/ or repair any defects before further action is taken. At our discretion, we will correct or replace product.” On 9/25/2024, the Service & Warranty Department representative contacted the customer and requested photos of the issue. After reviewing the photos that were sent, the Service & Warranty Manager spoke to the customer and explained that the pictures showed wear and tear to the seat cushions due in part of that particular design of the furniture purchased. But, as a 1-time courtesy, the manager agreed to replace all the seat cushions. The parts were ordered and a third-party technician was sent to install them on 10/26/2024. Please see the attached technician’s work order which was signed by the customer. Note that the technician states that all the cores were replaced on both the sofa and loveseat, “All issues resolved”. On 1/22/2025 the customer called the Service & Warranty Department stating she felt that the frames were broken on both items, Service Request Report #******. A third-party technician was sent to the customer’s home to inspect the sofa and loveseat on 2/10/2025. Please see the technician’s work order, with photos. The technician’s finding was: “No structural damage core sagging from normal wear.” “Core are sagging from every day use no def (defects) cust (customer) perception no def no frame damage warranty decision if they want to order new seat cores 1 hr to install”. The customer also purchased the Guardian 5-yr Accidental Protection Plan. Guardian is a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Guardian Insurance Company (OnPoint). Pamphlets and flyers are available in the stores outlining the coverage. Guardian also emails the customer a copy of their policy along with the Terms and Condition. A copy of the tear sheet is attached. The technician did not find any defects that would be covered under the manufacturer’s 1-yr warranty, only signs of normal wear and tear. The photos from the technician’s report supports this as well. 

  Customer Answer

  Date: 03/03/2025

  To resolve this issue I have had to hire a carpenter to put a solid foundation under the pillows so we don’t sink in have every time we sit. I you this this satisfactory then I have a bridge for you to buy.8

   

   

   

   

   

  Business Response

  Date: 03/04/2025

  We sent a third-party technician, at no cost to the customer, to the customer’s home to inspect the sofa and loveseat on 2/10/2025. The technician’s work order with photos, show the sofa and loveseat’s frames intact. The technician’s finding was: “No structural damage core sagging from normal wear.” “Cores are sagging from every day use no def (defects) cust (customer) perception no def no frame damage warranty decision if they want to order new seat cores 1 hr to install”. Unfortunately, there is nothing more we can do for this customer.

• Initial Complaint

  Date:01/21/2025

  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.

  On 01/15/2025 between 2:30 pm and 4:47 pm at the above-listed location. I had spoken with several representatives throughout the above-listed time frame. I finally requested to speak with a supervisor and was transferred to ******. I began to inform ****** of my concerns. After providing ****** with my concerns, I found myself repeating everything to ******. I must have repeated myself at least six times to ******. Please, I urge management to pull the call. The supervisor appeared to be very confused and not attentive to what I was conveying to her. Approximately thirty minutes later I called back to customer service to request to speak with another supervisor other than ******. I gave representative Nestley an explanation as to why. Representative Nestley responded saying ******** manager was checking into the matter and would follow up with ******. The representative also informed me that ****** would contact me sometime tomorrow. I mentioned my request to ******* again, but it was denied. I informed ******* that I would send a complaint to the corporate office about my experience, and she replied saying I am at the corporate office. The representative was very unprofessional and rude. She refused me the right to speak with another supervisor for obvious reasons. The customer service mission is to take care of the customer, it's the consumer's number one priority. I am 100% certain that my request was more than reasonable.

• Initial Complaint

  Date:11/06/2024

  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.

  I purchase a sofa and dining table from Ashely furniture that was delivered on October 30,2024. I paid somebody to put the table together on Nov 3. After opening the box of the table is when we discovered that the table was busted apart and damage. I called customer service and spoke to a women name ***** who identified as uncaring manager. The women told me that Ashely doesn't have any thing to do with what happens to the furniture and it getting damage. I had a simple solution to the problem because I like the table and asked her if she could reorder the table and have it put together in the warehouse. I ask her to do this because I am disable and have a hard time putting things together. She said no that they don't do that and I could pay for it. She offered a $100 gift card which was not going to do anything to help me because I needed the table. This women ***** had the poorest customer skills for her to be a manager of customer service and needs retraining on customer service recovery. She was very non-chalant about the matter. Ashely has a very unrealistic service recovery and customer service resolution policy that needs to be look at by there executives. If a person doesn't want the money and just want you to put the table together and deliver it how is that asking to much. I have already been inconvenience so why not fix the bad experience. I would stick with rooms to go any day they don't operate trashy like this.

  Business Response

  Date: 11/11/2024

  Please see attached a copy of *** ****’s signed sales ticket dated 10/17/2024. On that day the customer ordered a sofa and a counter height table set, both to be covered with the protection plan. Please note that the customer opted for the free DROPSHIP delivery option. This is, simply put, a curbside delivery of the merchandise in the original, direct from the manufacturer, boxes. The customer is responsible for the unboxing and the assembling of the merchandise, as outlined in the signed Customer Sales Agreement. The customer received delivery on 10/30/2024. Please see the attached signed delivery receipt with photos. The customer contacted the Service & Warranty Department to report the damage of the table set on 11/4/2024. Please see the attached Service Request Report. The customer wanted the table reordered, assembled and delivered for at no charge. It was explained to the customer that there would be a fee for the assemble and set up service.  The customer decided to return the damage table set, which was picked up on 11/9/2024. The customer did reorder the table set the same day, 11/9/2024, at the same price and added delivery of $99.99, see attached. When the table set does arrive from the manufacturer, it will be inspected. At time of delivery, the set will be assembled and set up for the customer.
  

  Customer Answer

  Date: 11/13/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: this is not appropriate service recovery or good customer service on Ashely corporation part. Ashely offers quick fix remedy just to shut the customer up by offering a $100 credit that you cant even use right away. This company has serious customer service issues that will come back to hunt them. I was already inconvenienced by delivering a broken table and having to wait three weeks to get it and would of had to wait another two to three weeks. It was never explained that I had to put it together I was just given a option of placing it outside door or paying extra to bring in house. I was under impression drop ship what ever they call it was to place it in front of door. There store needs to explain things have to be assembled. With a situation like mine they should have said you can you use the $100 credit to deliver it since we fell short of your expectation to you and delivered a defective product. They don't even consider it don't care to consider very **** poor service recovery. The customer service manager was extremely non-shulant  about like oh well. I still should be offered something for the poor customer service I received.

  Regards,

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

• Initial Complaint

  Date:10/24/2024

  Type:Sales and Advertising 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 have had a problem with my furniture since the drop off of my furniture. Items came damaged, and not correctly installed, squeaky since drop off date, and have tried over 32 calls with Ashley’s furniture this year. Had a repairman come to my house over 6 times, nothing was ever fixed. Only the look of the appearance on the wood damage was fixable, but the physical parts of my bed and my couch were never fixed, repairman comes for a temporary fix for a day, and the next day nothing is fixed all over again. The material of my couch was pilling from day one. Never buying from Ashley’s again.

  Business Response

  Date: 10/14/2024

  Thank you for bringing this concern to our attention. Based on the customer contact information we have, it appears that the purchase was not made through our Ashley HomeStore licensees. If you have any additional questions or need further assistance, please let us know.

   

  
  ****** ******
  ***** ********* **
  ************* ** *****
  Daytime Phone: ***** ********
  E-mail: ***********************

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  i have purchased a $6000 contract through Ashley’s furniture home store in the ************* ******* ********** location. 
  I have spoken with the general manager from

  the store and have a contract through Ashley’s. I have definitely purchased items from Ashley’s. Don’t lie.   
  
  Regards,
  
  ****** ******
  
  
  
  

  
  

  Business Response

  Date: 11/07/2024

  Please see attached the signed copy of the customer’s sales ticket dated 5/30/2023. The customer was in the process of building a home at that time and did not need the merchandise until the home was completed. The items were delivered on 12/30/2023. Please see the attached signed delivery receipt with photos. At that time, it was noted by the drivers that the dresser and one nightstand had marks on them. A Service Request was opened and a third-party technician was sent to inspect and repair these issues. Please see the attached. It states on the signed Customer Sales Agreement, “we reserve the right to have a certified technician evaluate/or repair any defects before further action is taken. At our discretion, we will correct or replace product.” The customer contacted our Service & Warranty Department several times concerning the sectional and bed making squeaking noise. We sent out a third-party technician to inspect and repair these issues. Each time the technician reported back that the issues were resolved. On 10/30/2024, we request a technician from a different company to inspect the issues the customer was having. Please see the attached work order. He found a different problem with the bed and subsequently found a different solution. He was only able to do a temporary fix on the sectional with the sectional at the customer’s home. Therefore, we will be offering the customer a reselection on the sectional. The store manager will be reaching out to the customer with the specifics.

  Customer Answer

  Date: 11/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising 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.

  We purchased 3 barstools from the ********** ** location on June 10th, 2024. When we had them delivered on 15 June, there was one missing from the order. Once rescheduled, the remaining one was delivered on 26 June. This piece had pre-drilled holes on the back and was not acceptable. We started the process to get it replaced and have since been completely ignored by the Ashley team, only given the excuse that the part is on backorder. This is unacceptable, and after trying to reach out to get assistance, I have been met with nothing but full voicemail boxes. We actually needed another one but after this experience, will NEVER purchase from Ashley again.

  Business Response

  Date: 08/06/2024

  Please see attached a copy of Mr. *********** signed sales ticket dated 6/7/2024 showing he ordered 3 barstools to be DROPSHIPPED (customer is responsible for assembly). Two of these barstools were readily available and were drop shipped on 6/15/2024. Please see the signed delivery receipt attached with photos. The third barstool was on backorder and was dropped shipped on 6/26/2024. Please see the attached signed delivery receipt. The customer contacted our Call Center to report the issue of the holes in the back of the third barstool on 7/2/2024. Please see the attached Service Request Report. Our Service & Warranty Department texted the customer requesting photos which the customer emailed back to them on 7/3/2024. He was notified that they had reviewed the photos and placed an order for the necessary parts with the manufacturer, to be shipped directly to the customer’s home address, on 7/9/2024. This is noted on the Report and the email correspondence is also attached. The Service & Warranty Department also texted the customer a week later, on 7/18/2024, to update him on the status of the parts. That is also notes on the Report and the print out of the text messages are also attached. The Service & Warranty representative contacted the customer on 7/30/2024 and offered him the option of exchanging the barstool by ordering a complete replacement. An order was placed for a barstool, without cancelling the parts order, as we did not know which of these would come in sooner. A replacement barstool came in from the manufacturer, it was inspected and assembled at no additional cost to the customer. On 8/2, 8/3, 8/4 and 8/6/2024, the customer was notified that the barstool had arrived and was ready to be delivered. As to date, the customer has not yet responded to any of our text messages to schedule the exchange. 

• Initial Complaint

  Date:05/06/2024

  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.

  WE WERE TOLD ON COMPLAING OF BROKEN OR DEFECTIVE PARTS THAT IT WAS SOLD AS IS SO THAN WHY WERE WE CHARGED FOR A WARRANTY OF $319.99 IF IT IS NO USE SO I WOULD JUST LIKE MY $319.99 MONEY BACK AND FOR THEM TO TAKE RECLINER WITH DEFECT $463.45

  Business Response

  Date: 05/08/2024

  Please see the attached copy of *** ******** signed sales ticket dated 11/2/2023. At that time *** ****** had planned to have the “Clearance” items delivered by a third-party service. The next day, 11/3/2023, he decided not to pay for that service, but to pick the merchandise up from the showroom himself. The attached signed pickup receipts show that he took the rug and lamp with him the day of the sale, 11/2/2023. He pickup the other items on 11/3/2023. Each receipt states, “I acknowledge receipt of my merchandise is good condition. Further, customer assumes all responsibility for the safe transportation of the merchandise and will ensure that the items are properly secured to avoid both damage to the items and to avoid the items sliding and blowing off the vehicle.” The policy on Clearance items is stated in the signed Customer Sales Agreement: “There are no refunds, returns or cancellations permitted on items sold “Clearance” and/or “as-is”.” The customer had disputed the charge of the lamp and recliner as “defective” with his finance company in December and was unsuccessful. To help maintain a good relationship with our customer, we will refund the charge of the third-party’s 5-yr Protection Plan provided by ******** in the amount of $319.99 plus tax. 

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair 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 couch from Ashley Furniture in Oct of 2019. included in the purchase is a 5 year comprehensive protection plan (warranty). I had to submit a warranty repair claim in Oct 2023, and the claim was denied. The claim was denied NOT because it is an invalid claim, but because the warranty company has no record of a warranty for this. Note, it was the seller's responsibility to invoice/register the warranty, not the consumer. I have been back and fourth with Ashley furniture store, and their contracted warranty company https://****************/ with no resolution. Ashley furniture is refusing to issue a refund for the warranty. Now I am out $$314.99 for the warranty and I have a broken couch I have to pay for out of pocket. I have since filed a complaint with the ***** ******** ******** office with no resolution. Attached is the email thread(s). Note, since there are multiple threads, I exported all of them and pasted into word and saved as a .pdf. It's a bit messy, but It's the only way I can attach all correspondence in one attachment.

  Business Response

  Date: 04/29/2024

  We have contacted *** ********** to discuss the issues and have reached an agreement.

  Customer Answer

  Date: 05/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:03/04/2024

  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.

  We purchased a Dining Room set on 6/9/2020. With this we purchased the 5 Yr protection plan. We were told that it covered accidental spills and that if a seat or the table top had gotten soiled or discolored it would be covered. We asked at the time what would happen if we had a soiled seat cushion from one of the kids getting food on it or something. They told us we initiate a claim and the warranty company will send a technician to clean the area. If they are not able to clean it they will replace it! We agreed that was worth the additional investment and purchased the coverage with that in mind. For the first time we tried to submit a claim based on several of the seats with stains from the kids. We also have discoloration on the tabletop that needs attention. Upon filing the claim we were denied as they said it was not covered. We want a resolution to this as we paid for a service that we are being denied. Either Repair, replace or give us a store credit and we will find another set. *** ****

  Business Response

  Date: 03/06/2024

  The majority of ****** HomeStores are individually owned and operated; we are franchised/licensees. Mr. & Mrs. **** are correct that they purchased a Platinum Protection (PLT) Plan from an ****** HomeStore. The store they purchased from sold their business at the end of May, 2022. The PLT Plan is a third-party insurance plan used by the previous owner to protect the customer’s purchases from accidental damages. Decisions on what is covered are not made by ****** Furniture, but by the Platinum Insurance Company/Risk Assurance Partners. The information that the customer provides to Platinum when filing the claim is used to determine if the claim is covered under the plan details. It would be best to follow up with the insurance company as to the reason of the denial. This complaint needs to be addressed to PLT/Risk Assurance Partners directly. 

  Customer Answer

  Date: 03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21372165

  I am rejecting this response because:  I *** ****, in good faith made a purchase from ****** furniture for a product with a protection plan.  I was INFORMED by an ****** Furniture Representative that I would be PROTECTED for such incidents as mentioned previously.  Passing the buck and making me now "chase" the 3rd party that was contracted by ****** Furniture is not any way to treat a customer.  I want a representative of ****** to contact me and work on this incident to come to a resolution.

  Regards,

  *** ****

• Initial Complaint

  Date:02/06/2024

  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.

  We purchased a section on 12/9/22, along with a Guardian protection plan. We noticed that spilling water on the couch caused the fabric to stain. Guardian sent a technician to clean it in ***** **** and made it worse. We placed another ticket in ***** **** and they ordered fabric to the technician can reupholster it. It has been almost a year and they couch is still not fixed. We have placed several complaints to no avail. We have asked Ashley to replace the sectional with another one since the fabric on the one we bought is defective, to no avail.

  Customer Answer

  Date: 02/06/2024

  We purchased it at the Ashley Store in River City Drive, Jacksonville, FL in the St. John Town Center

  Business Response

  Date: 02/12/2024

  Please see attached a copy of Ms* *********** signed sales ticket dated ********* in the amount of $******** This is for a six-piece sectional and an ottoman plus the added 5-year Guardian Protection plan. Guardian is a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Guardian Insurance Company. Pamphlets and flyers are available in the stores outlining the coverage. The information that the customer provides to Guardian when filing the claim is used when they determine if the claim is covered under the plan details. Items were delivered on 11/15, 11/18 and 12/10/2022. Please see the attached signed delivery receipts. A representative from the store called into our Service & Warranty Department on ******** on the customer’s behalf to report issues with the sectional. Service and Warranty followed up with the customer asking for photos of her issues with the sectional, see attached. The customer explained how she used “soap and water” on the sectional and it caused it to darken. She was advised that staining is not part of the manufacturer’s warranty and she would need to contact Guardian. (See attached Service Request Reports) On ********* and 1********* parts were ordered for Ms* *********** sectional per Guardian’s Authorization that were sent from the manufacturer directly to the customer’s residence.  From the emails received from Guardian, they were unable to remove the stain from the chaise and have authorized the replacement of the chaise. A copy of a Guardian flyer is attached and it states; “full item replacement if unable to clean or repair”. Any further issues Ms. ********* has with her sectional, she would need to contact Guardian directly at ************. Stain removal in not part of manufacturer’s warranty, nor was the material ever found to be “defective”. This complaint needs to be directed to Guardian if the customer is not satisfied with Guardian’s decision or service.
  

• Initial Complaint

  Date:12/04/2023

  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.

  Attempted to purchase bedroom furniture from Ashley Home Furniture store in 2021. Furniture was delivered to home, but was returned back on truck same day, due to broken parts (multiple dresser drawers broken, headboard and footboard piece was chipped in many places). Bed set arrived in poor condition. For the past 2 years, I have been disputing situation up to today's time. Spoke with employees of store that work in the payment department and that was unsuccessful, because I was told to deal with ********* ****. ********* **** was used for my payment option to purchase furniture. However, ********* kept sending me back to Ashley Home Furniture Store. Ashley Store told me that situation was out of their hands and they will not tell me what furniture the charges are for. I do not have furniture in home, I have proof that furniture was cancelled and returned back to store; therefore why is ASHLEY FURNITURE HOMESTORES/********* **** charging me and sending me to creditors. The payment owed on statement is $930.63.

  Business Response

  Date: 12/06/2023

  *** ******** disputed her charges with ********* **** in 6/2022 and again in 9/2022. Both times the outcome was the same, ********* **** found in our favor.  The signed sales ticket and authorization dated 5/31/2021 are attached. The customer financed part of the ticket with her ********* account. She received 3 separate deliveries. Please see the attached signed delivery receipts. The first delivery was on 9/3/2021, the second on 9/18/2021 with another one on the same day, 9/18/2021. Due to issues with the full-size bedroom set, it was returned and picked up on 11/12/2021. Please see the attached signed pickup receipt. The customer received a refund to her ********* account for the items returned, see attached. The customer will need to talk to ********* **** concerning her account balance with them as they are her financing company.