Complaints

This profile includes complaints for Ashley Furniture HomeStores's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley Furniture HomeStores

  3725 N Wells St Fort Wayne, IN 46808-4006

• 

  Ashley Furniture HomeStores

  6331 W Jefferson Blvd Fort Wayne, IN 46804-3076

• 

  Ashley Furniture HomeStores

  5944 Grape Rd Mishawaka, IN 46545-1249

• 

  Ashley Furniture HomeStores

  311 E. Coliseum Blvd. Fort Wayne, IN 46805-1003

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  Ashley Furniture HomeStores

  6334 Lima Rd Fort Wayne, IN 46818-1426

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:03/28/2025

  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.

  My husband and I went to the Ashley Homestore at **************************************** on 11/08/2024 to look at furniture. We were specifically looking at sofas. We spent a good deal of time with the salesperson, a gentleman that stated he used to be a professional wrestler. The most specific question that we asked of the sales person was regarding the quality of the fabric. The reason that this was so important to us is because we had, in the past, purchased furniture that had embroidery on it, and we felt it did not wear well. Since furniture is an investment, we wanted to ensure that anything we purchased would have a decent lifespan. Our definition of decent lifespan is something that we anticipate will last for a minimum of 5 years under normal use before it starts showing signs of wear and tear. Our salesperson and a gentleman that I understood to be a manager on duty, assured us that the fabric on the sofa we were interested in in was very resilient and that we could expect MANY years of quality use and appearance of the fabric on the sofa. After around 1-2 hours of looking at furniture and working with the salesperson, we chose a sectional sofa with ottoman that we anticipated would be around for a good while. In addition to the sectional and ottoman, we purchased two leather-look swivel chairs. The total purchase, including white glove delivery and a 4 year protection plan came to a total of $3524.54 (tax accounted for $230.58). The furniture was delivered close to Christmas. We have had the furniture for about 4 months and there is significant pilling of the fabric as well as significant runs where the pilling occurred. Additionally, the throw pillows have started to rip at the seams. We are a house of 2 adults. Ashley furniture suggested that we shave this pilling. That would only serve to rip the fabric. They then requested photos, later responding that they cant really see the issues. It is a dark sofa. I just want it fixed.

  Business Response

  Date: 04/03/2025

  The customer reached out to our service team at 3/24 with the issues that they were experiencing with their item. The service team reached out to them on 3/28 to request more pictures so that they would be able to verify the defects. The customer has not provided those. We will have our service team reach out again to get more clarification on the defects so they are able to assist. 

• Initial Complaint

  Date:03/26/2025

  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 received a damaged couch and they will not order us a new one or refund our money. We have talked to several managers and emailed customer service and have been to the stores multiple times with no resolution.

  Business Response

  Date: 04/03/2025

  The customer has been in communication with our service team. We have ordered a replacement part to correct the hole in the cushion casing. The part is expected to ship around mid April. 

  For the inconvenience, we have waived the charge that would normally be associated with our technician being dispatched to the customers house. The customer should expect to hear from our team when the part arrives to our local warehouse. At that time, we will schedule with the customer for a technician visit. 

• Initial Complaint

  Date:12/26/2024

  Type:Delivery 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.

  Placed our order on October 20th with ****** and ******. There was confusion on pricing, we were originally given a lesser ammount, then when we were ready to purchase, the final price increased. We decided to purchase because we had no furniture in our new home. Our delivery time was quoted within 2-4 weeks. However, it has now been over 60 days and I have still not received the complete order.Furthermore, the items I have received were in unacceptable condition. The "white glove specialists" responsible for delivery caused damage to my dining room table and bed frame. Despite these issues, customer service representatives advised that the furniture was still usable. However, this proved untrue when the bed frame inexplicably collapsed at 3:00 A.M. one ********** addition to the collapsed bed frame, the couch frame is significantly warped, and the dining room table has visible scratches. To add insult to injury, the dining room chairs have yet to ********* attempts to resolve this situation through the Ashley online customer service email has been unsuccessful. Their proposed remedy of sending someone out to assess the damage months from now is completely ridiculous. For your reference, I have attached a video documenting the defective bed frame, which was previously sent to customer service. As you will clearly see, the warped planks and non-functional legs render the bed unusable. I've had broken and defective furniture sitting in my home for months now; with absolutely no contact from the salesperson or manager with a potential solution to remedy the situation. Needless to say, this has been an absolute nightmare.*******************************************

  Business Response

  Date: 12/31/2024

  We are sorry that the customer is experiencing issues with their furniture and a delay on their items. The customer came in and purchased on 10/20/2024. They customer received a partial delivery of some of their items on 11/16/2024. The customer notified our service department the same day of delivery to inform them of the issues that they saw with their items.

  The service team went through the issues with the customer via email and put parts on order. The team informed the customer that once the parts are received into our warehouse location that we will send a technician to correct the items.

  We are currently waiting on the parts to ship from the manufacture. Since we are about 2 weeks out for service scheduling, we can schedule the customer to reserve their spot on the route. If the order is delayed then we will reschedule the customer for the next available date. The customer should expect a contact from our service team to schedule.

  Regarding the dining chairs that the customer is experiencing a delay on, we do have them in our local warehouse in *********. The customer did a credit card dispute on 12/16. Our company policy is that merchandise cannot be released until the dispute is resolved as the money has been taken from our account. 

  Customer Answer

  Date: 12/31/2024

   I am rejecting this response because: The items were delivered broken and defective on November 16. Unfortunately, the couch frame and bed slats are warped and cannot be repaired. Ashley Furniture is requesting that I be without furniture for 90+ days so they can attempt to repair irreparable items. They are requesting that I continue to wait for the necessary items to arrive. However, we are coming up on 3 months since date of purchase and we are still without functional furniture. I did not agree to purchase defective/refurbished furniture. I was promised to have new furniture delivered and installed in my home in 2-4 weeks. Ashley furniture was unable to provide me with the products and services that we agreed to on the date of purchase (October 18). I have been patient and understanding, but requesting that I wait until the middle of January to (maybe) have someone come out, and that's only (if) my parts arrive and only (if) the items are repairable. The ammount of uncertainty on the furniture is not worth the time and stress. I am requesting that you send someone out to pick up the broken and defective items that were delivered to my home. Thank you. 
  
  
  

  Business Response

  Date: 01/07/2025

  We are sorry that the customer received items that are not up to their standards. We want all customers to be able to utilize the ******************** in the way that they originally intended when they purchased. We have explained to the customer that we have the parts that are necessary to correct the items. The technician will be able to use the parts that were sent from the manufacture in order to get the items back to the manufactures standards much like they would if defects were found at the manufacture level.  The customer is refusing service and will not allow our service team to schedule a date to correct the damage to their furniture.

  See the attached of the customers original invoice that they signed at the time of sale. We do not allow returns of the merchandise after three days of the possession of the furniture. We are able to get the customer their remaining dining room chairs and service their pieces. If the customer would like to schedule, they are able to reach out to our service department at ************************************ to do so. 

• Initial Complaint

  Date:10/17/2024

  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.

  On 8/22/24 I purchased a bed frame from Ashley Furniture along with several other items. While trying out the mattresses I informed the saleman (****) that the mattress and frame were too high because my feet could not touch the floor creating a falling hazard for me. ****, the salesman, told me not to worry that the frame was easily adjustable to fit my height. I proceeded with the purchase. When the bed was installed, I informed the delivery guys the bed was too high and they removed all the risers. My feet are still 6" off the floor. Due to my short frame (5'3") this is a dangerous risk for me. I informed the "corporate" email and they suggested I return the frame and they would charge me $85 to remove the slats from the bed to make the mattress fit more properly. First, I'm unable to disassemble the bed, load it into a vehicle and return it to the store. Secondly, any changes to the bed frame would nullify the insurance I purchased for the bed so the solution is not acceptable. Because the salesman lied to me about the bed frame being adjustable, I am requesting Ashley Furniture be responsible for picking up the bed frame from my apartment, at no charge, and refunding the full amount, without a restocking fee.

  Business Response

  Date: 10/22/2024

  We apologize for the customer's dissatisfaction with the offered option. To address their concerns about transporting the frame, we have arranged for our team to pick up the side rails and bring them back to our service center as a courtesy.

  The customer can continue to use the adjustable base while we modify the rails. Once the adjustments are complete, our team will redeliver the base and lower it by removing one of the risers. Please note that there will be a labor charge of $85 for this service. This way, the customer will have a lower bed without the hassle of transporting the items to our service center. 

  When the customer first reached out to our salesperson after their delivery, the customer was offered a 30% shipping and handling fee for a return or a 15% shipping and handling fee for an exchange. Both of these options were not satisfactory to the customer. At this time, we would not be able to proceed with a return or refund. 

  Customer Answer

  Date: 10/26/2024

   I am rejecting this response because:
  
  Pursuant to a phone conversation with an Ashley employee (who consistently refused to identify himself), on October 22, 2024, I notified Ashley Furniture (via their corporate email account) that their remedy was unacceptable. Ashleys written response failed to mention that the removal of the rails would result in altering the aesthetics of the frame by lowering the mattress below the fabric of the headboard.  His suggestion to disguise the gap with pillows was equally unacceptable. 
  My complaint is not about picking up the item and remediating the height of the bed but that due to their negligence in disclosing this option and the associated hidden costs, I was not permitted to make an informed purchase decision.  Therefore, I maintain they should pick up the item and refund the full amount without penalty or cost. 
  While I was informed of the restocking fee at the time of purchase, I accepted that risk based on the fact they told me the frame could be easily adjusted at the time of delivery. No further details or costs were disclosed.   Had I been given the truth I would NOT have proceeded with the purchase. 
  According to the Furniture Protection Plan carrier, Ashleys solution is considered a manufacturers defect and thereby covered by the manufacturers warranty for 1 year.   If the item is considered defective, then I should be allowed to return the item without penalty.
  
  Its most unfortunate that Fort ***** consumers are not protected against their questionable business ethics, and they are allowed to continue to do business in our community.    
  
  ****  10/26/2024
  

  Business Response

  Date: 11/01/2024

  The customer has worked with our service department to accommodate the height issue of the bed. We picked up the customers rails on 10/30 to service the piece. We then redelivered and set up a lower adjustable base on 10/31 with out a fee to the customer. I would consider this case resolved.

• Initial Complaint

  Date:09/27/2024

  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.

  On Friday, September 20, 2024 at approximately 4:45 PM a purchase for $$10,805.89 was Made for a Tempur-pedic mattress and base. Initial complaints with sale 1 Sales person did not indicate that there were multiple packages to choose from. As a result items were included in the purchase that were not wanted. This was an identified after we left the store. So we returned to the store on Friday, September 20, 2024 at approximately 6 PM to discuss with the sales person As a result items were included in the purchase that were not wanted. This was a identified after we left the store. So we returned to the store on Friday, September 20, 2024 at approximately 6 PM to discuss with the sales person ***** ****. In an attempt to salvage the sale the sales person tried to adjust the pricing to satisfy us so we would not cancel the order on spot. Fast-forward a week to Friday, September 27 after multiple contacts, an amicable resolution could not be attained. So IWatt. In an attempt to salvage the sale the sales person tried to adjust the pricing to satisfy us so we would not cancel the order on spot. Fast-forward a week to Friday, September 27 after multiple contacts, a amicable resolution could not be attained. So I requested to cancel the order. speaking with store manager, ***** ** have to charge a 30% restocking fee for the mattress. Even though, Ashleys website, Tempur-pedic website, and the sales receipt indicate Mattress is on back order. Desired resolution I want the order canceled, full down payment returned and no restocking fee. Keep in mind I tried to cancel the order a full week earlier on the same day the order was placed. I believe the vendor is not acting in good faith and wish to file this complaint.

  Business Response

  Date: 10/03/2024

  The customer came into our store on 9/20/2024 and purchased a sleep unit and a recliner. The salesperson followed the standard procedure of going over the itemized list of items, financing, and delivery options to which the customer signed a copy of (see attached original sale order).

  The customer did call in the next day to go over pricing concerns with the manager that they worked with in store. The customer was unhappy with the changes and the communication with their salesperson.

  The customer then spoke with the store manager about a week after their purchase. The manager worked with the customer on 9/27 to reduce the standard shipping and return charges that we require. The customers order was cancelled and the financing amount reversed.

  The customer was charged a standard return fee on the mattress as we were not able to stop shipment from the manufacture. 

  Customer Answer

  Date: 10/03/2024

  I genuinely appreciate the business taking the time to respond. I am still rejecting this response but believe there is an easy solution. 
  
  Per *************** the standard shipping and handling fees for returns is $175 (see attached image). There for, if the business agrees to refund ******** (1800 175 = 1625) we can consider the complaint resolved and we all can go on with our lives.
  

  Business Response

  Date: 10/09/2024

  We are sorry that the customer is not satisfied with our resolution.

  While we have standard shipping and handling fees apply to returns and exchanges, we want to make the customer happy. We have spoken with the salesperson and we have come to a conclusion that if youd like to return to the store to work with them to select a new mattress, we will apply the total shipping and handling fee from your previous purchase toward that sale.

  Our goal is to satisfy you and earn your future business.

  Customer Answer

  Date: 10/09/2024

   I am rejecting this response because:
  
  Hello and thank you again for taking the time to respond.

  When you say - "We have spoken with the salesperson and we have come to a conclusion that if youd like to return to the store to work with them to select a new mattress, we will apply the total shipping and handling fee from your previous purchase toward that sale."  As reasonable as this statement me seem to you, to me, this feels like I am being extorted - like you are saying to me "either buy some thing or lose your $1800".  

  If you can apply the 1800 towards a new purchase, then that also means that you can waive altogether at your desecration. But that is not what I am asking for. I am simply asking for 'real' number that reflects actual expenses. 

  With that said, these are the facts as I see them - 
  Fact 1: In the continental **, *************** has a third-party vendor go to the clients home, pack, remove and ship back to ******-Pedic all for a total of $175. 
  
  Fact 2: Per their websites, commercial freight carriers ***** and **************** (aka **** quote that they can deliver for around $230. *Important note - I don't know where the warehouse is located in ** so, for the calculation, I used ********* as the shipping destination since it is the furthest major KY city from *************. The actual shipping cost could be a slightly higher or lower based on the actual shipping address. 

  Fact 3: Both the sales manager and the store manager stated that they receive scheduled deliveries, twice a week, from their Kentucky warehouse. However, using these existing delivery routes will cost $1800.00 to ship. 

  In short, the $1800 number appears to be an extreme outlier. 

• Initial Complaint

  Date:09/05/2024

  Type:Delivery 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.

  Order for a bedframe with 2 storage drawers placed on April 18, 2024. Bedframe delivered and incompletely installed on June 4, 2024. "Premium white glove delivery" team documented broken, missing and inoperable parts with assurance to file with customer service for repair and "adjustments". On June 24th, after no communication from Ashley furniture, I reached out and was instructed to email (phone contact is not available) my complaint to their customer service. I sent all photos of split wood in footboard, both drawers are unlevel and cannot be opened and closed and both drawer handles are not attached (only 1 s**** each) properly. I have been repeatedly pushed off as to when repairs would be made. In July it would be "end of the month", in August it would be "end of the month". Here it is September and they still don't have a date for me. No one from management has reached out to offer assistance.

  Business Response

  Date: 09/09/2024

  This customer received delivery on 6/4/24 for the items that we had on order. We do apologize that our delivery team did not notify our service department of the issues with the storage drawers. The customer emailed into our service department to notify them on 6/24/24. Once the service team was made aware of these damages, they ordered replacement parts to correct the damage. The team communicated the **** that the manufacture was providing to them. We apologize that the parts were delayed as most parts ship within 2-4 weeks of ordering. The parts are currently being received into our local distribution center. We have the customer scheduled for 9/24/24 for the technician visit and will work on getting the service date sooner if there are any openings.   

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:

  I wish to defer closing this complaint until the repairs are complete.  I have no confidence that Ashley will correctly repair the furniture without further parts from the manufacturer which as indicated in their response, could take another 4-6 weeks after the scheduled 9/24 appointment.
  

• Initial Complaint

  Date:09/04/2024

  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.

  Purchased this chair brand new paid extra for delivery. Please see all attachments. Now it says delivery free but ulyou can clearly see this does not add up? Bought for fiance who was sin hospital and unable to use 2 weeks after delivery attempted to use, could not get the reclining part to close so my fiance with back and hip problems had to slide out and crawl from the floor out of this chair. Since has been serviced for same issue we are on time 4 or 5 last came came back with indentions and stains. I asked for refund the first email and was told no even though defective item was delivered. This has been one of the most miserable experiences. Chair is being serviced more then we can use and has been since we got it. Please someone help us and provide refund my fiance is scared to even sit and get stuck in it again as it hurts him to get out since it never works properly. I have over 60 emails from all of this getting serviced being told since we moved because we bought home that you no longer have to service I trully cannot believe what we have been through over this

  Business Response

  Date: 09/04/2024

  The customer purchased from ********************** Online and we fulfilled their delivery on 5/15/24. The customer received a Doorstep or Dropoffdelivery from our team. This means that we do not open and assemble the recliner for the customer. The customer reached out to our local service department on 6/5 and stated that they were experiencing issues with the recliners mechanism. The team stated to the customer that the standard procedure on Dropoff Deliveries that the customer is responsible for bringing the item into the local warehouse for service. The customer expressed to our service department that they were unable to do this so the service team provided a courtesy technician visit to the home when the part was received in. The customer received a visit from our technician on 7/2 so the technician could swap the mechanism. The technician reported the item working so the service case was closed until the customer reported experiencing the same issues with the new mechanism. The service team stated that they would pick the item up from the customers home and re-deliver the item after service was completed.Please see the attached picture of the recliner after the redelivery on 7/31.

  The customer then reported the same leaning issues with the recliner on 8/26. A new mechanism has been ordered and a technician is scheduled to visit the customers home on 9/17 to clean the stains and advise on the leaning mechanism.

  We are sorry that the customer is experiencing issues and our service team is working diligently to make sure that the customer is able to use the product as intended. The customer did purchase from ********************** Online and we fulfilled the delivery. We would be unable to provide any insight into the payment that the customer completed nor refund the amount to the customer. 

  Customer Answer

  Date: 09/06/2024

   I am rejecting this response because:
  The information is not accurate the chair was delivered 5/15. I called before 5/30, please see all I have been through in attached screenshots of emails, I paid over 300 for deliver that now states free on my account. I have asked in beginning and multiple times since for a refund. We have barely used chair something is wrong with it is defective they come and change same part takes months in-between to schedule repairs, we purchased a brand new chair that we can't even use and haven't been able to use more then a handful of times since May it hasn't even been 6 month and now being serviced for like the 4 the time and would be more if it did not take a month between each repair to get it scheduled and done. Please review the emails and look at all we have gone through, I can't imagine a reputable business being ok with anyone being g out through this from a brand new purchase
  
  

  Business Response

  Date: 09/09/2024

  The customer did not purchase through our store location locally. We would be unable to process a refund as we do not hold the funds that the customer paid. They would have to reach out to Ashley Online to seek a refund through them. Our local team handles damage that would be covered under the manufacture's warranty. We have a mechanism on order for the customer and have the service technician scheduled for 9/17. 

• Initial Complaint

  Date:07/31/2024

  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 king size TempurPedic mattress from Ashley Furniture. The mattress is rock hard and honestly my floor is softer than the mattress. The mattress is nothing like the mattress we laid on and tried in the store. We have had the mattress for not even a week and neither my husband or I can comfortably sleep in it because it is so bad. We both are waking up multiple times a night in pain. Both have had so much back, hip pain and headaches. We have never had this much aches and pains. We called Ashley requesting a return and they tried to tell use we have to wait 30 days for the "break in" of the mattress. Told us to walk on the mattress to help "break it in". My husband and I have tried this multiple times with no improvement. This mattress is so terrible that we have not been able to fully sleep in the bed at night without either getting up and sleeping in the spare bedroom or on the couch. We went to Ashley furniture the other day to return the mattress since we have not even had it for ONE WEEK and get a full refund. They refused to refund us for it, had to purchase another mattress from them. Needless to say, we did not want any of those mattresses. Was also told the if the mattress was more than what we spent, we would have to pay the difference PLUS 300$ for a return fee. However, if the mattress we picked out was less than what we previously spent, it would be considered a wash and we would not be refunded. Are you serious? They wont help refund our money or give us the difference but are more than will to take more money!! So we felt like we had to purchase a mattress that was around the same price. The new mattress ended up being 100$ more plus we still had to pay 300$ for the take away fee. The sales team refused to work with us. We are returning customers whom have purchased previous beds, couch, and table, however with this situation, we will NOT be returning. We just want our money back to find a mattress that we truly want.

  Business Response

  Date: 08/01/2024

  We are very sorry that the customer was not satisfied with their mattress that they purchased from us. The mattress that the customer bought is labeled as medium firmness. The mattress on the showroom is one that is used multiple times a day and would be considered broken in due to usage.

  Our store does offer the program called Best Sleep Guaranteewhich applies to every new mattress sold. It is a one-time exchange after purchase. Typically, it can take your body up to a month to adjust fully to your new mattress, so you must sleep on it for a minimum 30 nights after delivery before an exchange can occur. It does look like we were able to get this approved to be sooner due to the discomfort that you are experiencing. Regarding the $300 Comfort Exchange Fee, that is standard on every comfort exchange.

  The customer is scheduled to have the exchange on August 8th. 

  Customer Answer

  Date: 08/01/2024

   I am rejecting this response because: If the mattress in the store is considered "broken in" mattress then maybe the store should let customers know and advise them that the mattress they will be getting will be rock hard or switch the mattress out to what they will actually be getting. If we would have known that, no way would the mattress have been purchased. That is false advertising. Like I mentioned in my previous response, we did get another mattress because we did not have another option. We also felt like we had to get a mattress almost exactly the same price we spent because there was no way we were going to give the store any more money and we were not going to loose hundreds or thousands of dollars for an exchange "wash". You are robbing us from our money. We did not want any of the mattress in the store but we had no choice. All we want is our money back on the mattress so we can go to another store and get a mattress that we want. Then we will never return to Ashley Furniture. If the 300$ is "policy" for pick up of unwanted mattress then fine. Give us back our money on the mattress and keep the 300$
  
  
  

  Business Response

  Date: 08/06/2024

  As previously stated, the time it takes for a mattress to relax and adjust to your body can vary depending on the mattress type and your previous sleeping arrangements. In general, it can take 3090 days for a mattress to soften up and feel like it did in the showroom. We strive to provide all the information at the time of sale to every customer and we apologize if you were not completely informed of this.

  Our comfort exchange program does not include the return of the mattress but allows the customer to do a one time reselect after waiting the recommended 30 days. The store allowed the customer to reselect before that time frame as a courtesy. 

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because: It looks like there will not be a resolvement of this issue. With having the mattres less than one week, we wanted complete refund and Ashley is not will to budge on anything. As a previous returning customer whom has purchased multiple items in the past, we will NOT be returning. 
  
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Delivery 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 ******* sets on May 20,2024 with the expectation that I would receive them soon, I called on June 21 , to inquire about my items and was told My king ******* set is on back order till August.I went into the store the next day to speak with my sales person and the district manager when I requested a refund I explained to them had I been told the item was on back order I would not have gotten it also no one ever called or said anything.I was told I would be charged a restock fee of 1500-2500 I asked why when as a consumer I was not properly informed.I feel like I was tricked into this purchase with them know the item was not in stock.There is nothing stating theres a restock fee.Now there saying they cant deliver anything till July 11 due to not having truck.Something needs to be done about this practice.

  Business Response

  Date: 06/26/2024

  We apologize for the lack of communication regarding the delivery date. Due to the busy start of summer, our truck routes have been fully booked. However, we have been able to reschedule the customer's delivery for an earlier date thanks to a cancellation. Additionally, we are coordinating with the manufacturer to expedite the customer's product. Due to the wait the customer is experiencing, we have offered a free delivery for the remaining items when they arrive.

  Customer Answer

  Date: 06/26/2024

   I am rejecting this response because:
  
  Because when I came in on Saturday, June 23 and spoke with the district manager, I was told that he would try to borrow the king ******* set from one of his other stores and given his personal cell phone number, when I called his personal cell phone number on Monday like I was instructed to he did not answer so I sent him a text message and he had the salesman call me And offer me $200 refund due to lack of communication and not being properly informed that when this was ordered it was out of stock. He also stated that they would eat the $175 delivery fee. This is very unacceptable due to the fact that I was not given all the information about the product being out of stock to make an informed decision or I wouldve chose another place to shop. 
  I further feel that the district manager is blowing me off by telling me that he would look into getting me my king ******* set earlier. This is not just about the delivery of the items that I purchased the fact that I spent over $9000 in the store and was not able to get my my product or to be informed properly by the salesman, *** or the district manager.

  Business Response

  Date: 07/01/2024

  The district manager had initially mentioned the possibility of borrowing from another store, but unfortunately, this was not feasible. The product in question is backordered by the manufacturer, and there are customers who have been waiting even longer for their orders. To address the inconvenience, we informed the customer that we would refund the $175 delivery fee and provide a $200 discount on the product for the delay.

  We apologize if there has been a perceived lack of follow-up from the delivery manager. His role does not always have him present in the ********* area. However, both the office and the salesperson have been in contact with the customer regarding their order.

  The office will be reaching out today to process the refund.If you do not hear from them, please contact them at ************.

• Initial Complaint

  Date:06/14/2024

  Type:Delivery 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.

  Ordered furniture and have not received all of it yet after 3 months, I paid the sales tax on all of it which was a little over 1000.00.They keep telling me they are out of the material

  Business Response

  Date: 06/17/2024

  We apologize for any inconvenience caused by the delay in delivering your furniture. Estimated arrival times can be flexible and subject to change. The store has authorized the delivery of items as they become available. You have already received the majority of your furniture, and another portion is scheduled for delivery on the 19th.