ComplaintsforAshley Furniture HomeStores

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ive paid my furniture in full the day I bought it. The salesperson said it would only take 4 weeks to get the furniture. The sale was on 3/29/2024. They dont have a date they know of to deliver our furniture. If they cant provide a date we want our money back.

  Business response

  06/10/2024

  *****, thank you for reaching out regarding this issue. We never want a customer to feel as if they have been misled about an estimated arrival of their furniture. Our dates sometimes do change after the initial estimate at the manufacture level. We want to be able to work with you regarding this issue. Please call into the store at ************ and we will go ahead and allow a refund or exchange.

  Customer response

  06/12/2024

   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.

  
  

  Thank you.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 4 piece sofa, an ottoman and a sofa table with stools on January 10, 2024 in *********. This purchase was for our new home and did not need it delivered until sometime in *****. We were told no problem, that once the items were in they would be held at their warehouse until the time of delivery. To our surprise all the items were in within 3 weeks and we received calls for deliver several times, but they couldnt schedule delivery until ***** and again assured us they would hold all the items, I had already purchased. Along came March 15, 2024 when I received a call from a ****, who identified himself as an Ashley Furniture salesman. He explained to me that he had a customer in immediate need of a sofa set identical to the one we purchased. He proceeded to ask, since we didnt need delivery for several weeks, would it be okay if he sold our sofa, that was paid for in full and being held as promised. I immediately said NO and that we were in the process of setting a delivery date for ***** 5th and not wanting to chance that any replacement would not be there when we needed it. On ***** 1st (I wish I could say ***** fools joke, but not on this one) we received a call from ************* store telling us that since our furniture was at the warehouse too long it was sent back to the factory. I told ******* that this was not true and it was sold out from under us. After explaining the whole story to her she did not only confirm it was not sent back, but 3 of the 4 pieces were now in someone elses name and the 4th piece, along with the ottoman and sofa table were still there. Needless to say we now have no sofa for our new home and the manager at the *************** store refuses to talk to ************* rep. ** **** responsible for taking my property without permission and selling it? ** the manager involved? ** this a criminal offense? ** there a civil complaint warranted? I am requesting assistance from the ************************ for further.

  Customer response

  04/02/2024

  Contact from business on why they sold my property 

  Business response

  04/08/2024

  We apologize for any inconvenience caused to the customer. It is ******************************************** goal to make sure every guest has been taken care of! We are sorry if we missed the ***** Please know that your situation was an exception and the sale team in question has been spoken with.

  The salesperson has spoken with the customer on many occasions since the initial call on 4/1, keeping them updated. The customer was contacted today, 4/8, to schedule their delivery. The customer is scheduled for delivery on 4/10 for their furniture.

   We again apologize for this frustrating experience, and we really appreciate you bringing this issue to our attention.

  Customer response

  04/10/2024

   I am rejecting this response because:

  The response is an apology and doesnt address the issues that caused this situation.  

  It is true that a salesperson with the Mishawaka Store has stayed in contact with me, doing all she can to right a wrong she played absolutely no part in. 
  During the original sale in January she promised that once all the items were in the warehouse they would hold it all until we were ready for delivery in April.  She called several times sharing her concerns about her promises made to me and how it affects her reputation. To place this all in her is not only wrong, but very unprofessional pushing all this on her. 
  
  Is Ashley Furniture going to address the root causes that created this situation in the first place? Was there any investigation done on why a salesman within the *************** Store took my property without my permission and then sold my property?  I would like to know is selling property, belonging to customers, part of their standard operating procedures?  Can anyone provide me with any standard operating procedures or policies on property being held for delivery? How can a salesperson alone have access to make changes to property being held for delivery without any management approval?  
  
  So, just a simple apology is not enough without the answers to these basic questions and what is being done to ensure this situation will not happen again.  

  
  

  Business response

  04/15/2024

  We want to assure you that we have investigated this and have spoken the store managers to review their training with the sales staff. We understand the importance of respecting our customers' property rights, and any actions taken without your permission are completely unacceptable to us.

  As for your concern about a salesperson having access to make changes to property held for delivery without management approval, we acknowledge that this is a serious issue. We are looking into how such access was granted and whether there were any breakdowns in our oversight or approval processes. Rest assured, we are taking steps to strengthen our internal controls to prevent similar incidents from occurring in the future.

  We value your business and your trust in Ashley Furniture,and we are dedicated to earning back your confidence. If you have any further questions or concerns, please don't hesitate to contact us directly at ************. 

  Customer response

  04/17/2024

   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.

  
  

  Thank you.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transaction (or when the issue was raised): 1/3/24 (purchased around September '23)The amount of money (for the product in complaint): $1949.98 What the business committed to provide me: A working, non-broken bed frame The nature of dispute: I placed my order in September, all items were delivered by October. It has taken 3+ months for the replacement piece to come. The business has tried to resolved the problem but have been inactive in their approach. Never giving me updates and instead just brushing me off.

  Business response

  04/01/2024

  We are very sorry that the customer has experienced a long wait time for his replacement parts to come into our local warehouse. Our service team spoke with the customer on Friday,3/29, regarding this delay. After speaking with them, the customer confirmed that he would be traveling to our local warehouse to pick up the replacement and bring back the damaged item sometime this week. We are glad that we were able to work out a solution in getting the customer's replacement part and apologize about the long wait time. If the customer would need to reach out further regarding this issue, he is welcomed to email into our service department at ************************************. 

  Customer response

  04/01/2024

   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.

  They have made efforts on their part to make sure the issue is resolved. Please do not count this against them and have a great rest of your week.

  
  

  Thank you.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased living room set on 1/20/2024 in the Mishawaka store. Received them on 2/6/24. I was told by the sales person that the material was leather, it is actually not. As soon as we started making use of them, I started having doubts. So I finally looked on the website and realized that the description says 100% leather, only on the back, seat and arm areas and faux leather on the rest. Leather appears to be only on the back and side frame areas only. I would have not purchased this if I was well informed of this. I trusted the sales persons knowledge at the store. I do not like the faux leather. I understand that they have a strict all sales final policy but I would like them to consider an exception and would like to either exchange them for something else or return them with a refund.

  Business response

  03/18/2024

  We are sorry if the customer feels as if they were misinformed. Our leather products typically have leather on the surfaces that are touched when sitting (back, seat and arm cushions). Leather match would be covering the remaining product. Our sales staff are trained to make that distinction and we apologize if that information was not relayed to the customer. The product is in our showrooms so the customer wouldve been able to test the product before purchase.

  If the customer is having any warrantable issues, we would love to work with them in order to resolve them. Our service contact is ************************************ and the customer can send in any pictures that they deem necessary. At this time, we would be unable to provide a return or exchange as all sales are final at the time of purchase. 

  Customer response

  03/20/2024

   I am rejecting this response because:
  I do not feel that a few minutes in a show room looking at and testing the product would give a customer the knowledge of the true quality of the product and believe that their associates should be clear and honest in their description of the product if they are in fact trained. I was also not informed of this all sales final policy until after I was charged on my credit card. The associate should have been upfront about that also. My whole experience had not been a good one, I was hoping that the product would make up for it but unfortunately it does not. And now knowing that I am stuck with a product that I am not 100% satisfied with is pretty discouraging. 
  
  

  Business response

  03/20/2024

  Our terms and conditions are reviewed with every customer at the time of sale. Please see attached for their original paperwork showing that the customer acknowledged the terms and conditions.

  Based on the customers sale, the customer did visit our website while in store. The customer price matched with our website for the two items that they received. While we do not share policies or pricing with the corporate office, their website does provide very detailed descriptions of what the product it going to look like, reviews of the product, and general information for the customer.

  If the customer is having any warrantable issues, we would love to work with them in order to resolve them. Our service contact is ************************************ and the customer can send in any pictures that they deem necessary. At this time, we would be unable to provide a return or exchange as all sales are final at the time of purchase.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DELIVERED THE INCORRECT COLOR OF THE RECLINER I PURCHASED. THEY WANT ME TO TAKE THE RECLINER BACK TO THE WAREHOUSE AND EXCHANGE THEM. I PAID THEM ****** DOLLAR DELIVERY FEE. I JUST WANY ALL MONEY BACK AND I WILL NEVER DO BUSINESS WITH THEM AGAIN. I WILL WARN ALL MY FRIENDS WHICH INCLUDES MY BIBLE STUDY GROUP OF WHICH IS APROXXIMATELY 1800 PEOPLE IF THIS IS NOT RESOLVED.

  Business response

  02/29/2024

  We are very sorry that the customer did not have a good experience with our store staff about this mistake. We definitely want the customer to have the correct ******************** in their home. Though we cannot return the piece, we can offer to reorder the correct piece in the right color. The *** currently would be about 2-weeks from the ordering date.
  Though we typically will request the customer to bring in the piece, we can offer a courtesy pickup of the recliner that is in the customers home. Please reach out to our team at ************************************ or ************.

*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. ↩