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:12/03/2024

  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.

  Came to deliver a desk which was damaged. Said I can keep until replace came. This was back in October. I should get my desk only my money back. I don't understand this.

  Business Response

  Date: 12/11/2024

  Please find attached a signed copy of Ms. ******** sales ticket dated 8/24/2024. The customer had several partial deliveries for this order. The desk was part of the delivery on 10/19/2024. Attached is the signed delivery receipt with photos. Please see of the drivers notation that the desk was damaged, though the customer can use it until an exchange can take place. After Delivery Support reconciled the deliveries of all our trucks,an exchange ticket was requested to be written for this customers damaged desk.The replacement desk was ordered from the manufacturer on 10/21/2024, please see the attached exchange ticket. When the item arrives from the manufacturer to our distribution center, we will contact the customer to schedule a date for the exchange. We understand the customers frustration on waiting for the exchange to occur. The drivers offered the customer the use of the damaged item until the replacement desk arrives from the manufacturer in hopes to lessen any inconveniences. We ask the customer to be patient a little while longer as we wait for the desk to arrive from the manufacturer. 

• Initial Complaint

  Date:05/23/2024

  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.

  I purchased furniture from a representative of the Greensboro Ashley Furniture location on May 9th. I was told my shipping date was set for May 18th. However, I was told on May 17th that the chest of drawers ordered was damaged "so badly that it could not be used even temporarily" and couldn't be delivered. I have tried to call the ********** location several times and am only able to reach the centralized customer service line. After another week, another delivery was set for May 24th, and once again I was informed May 23rd that the chest of drawers was damaged and could not be delivered. AGAIN, the story told is that the damage was so bad that I could not use the item , even temporarily. I have spoken to a dozen customer service employees and have been told I can only speak to the Greensboro store employees (who took my payment of over $2,000) if I am going to purchase another item. On top of this, I paid for what is described on the website as "no hassle delivery"- $128.86 as photographed on receipt. The description of this service is that "items will be delivered to your home on a scheduled day and time". I feel confident this is not true. I've been repeatedly told that this is a manufacturing issue, however, it is Ashley Furniture of ********** who took my money and is now unreachable for my calls. The item I was told would be shipped has been damaged beyond even hindered use TWICE and delayed twice. I believe that this company should compensate me for my time and inconvenience as I have had to live out of boxes.

  Business Response

  Date: 06/04/2024

  Please see the attached copy of Ms. ******** signed sales ticket which was as a phone sale (balance due). As the notes indicate, the customer would like delivery on the 18th. On the Customer Sales Agreement page it states, Tentative delivery dates given at time of delivery are our best estimate based on the current and live information given to us from our manufacturer, Ashley Furniture Industries, at time of sale. Though the salesperson did not set a delivery date of the 18th, he simply noted that this was the customers desired delivery date. It is also stated on the Customer Sales Agreement that this ********************** retail furniture store is independently owned and operated We order the merchandise from the manufacturer, Ashley Furniture Industries, based on the sales tickets information to arrive to our Distribution Centers, from there the merchandise is prepped for delivery, or as otherwise instructed. The chest and nightstand arrived to the distribution center from the manufacturer on 5/17/2024, the day before the customers desired delivery date. The nightstand was found without defects, but the chest was severely damaged. The customer was contacted on 5/17/2024 to inform her of that fact. The delivery of the nightstand occurred on 5/18/2024 per the customers wishes. Please see the attached signed delivery receipt with photos. The chest was reordered. It came in quickly but was again damaged.  We understand the customers frustrations and disappointment. We pulled the recordings of the phone calls with this customer and heard that the customer was offered a gift card for her frustrations on the delay of the chest. The customer refused. The 3rd chest had arrived and the customer was contacted on 5/27/2024 to set a delivery date. The customer confirmed a date of 5/30/2024. On 5/28/2024, the customer called and rescheduled the delivery for 6/1/2024. Please see the attached signed delivery receipt with photos of the chest dated 6/1/2024.  This is truly an unusual situation. Though the customers merchandise came in quickly, multiple damages from the manufacturer are rare. ****************** had received a price-match at time of sale giving her a huge savings.We will like to offer her again a $50 gift card for her frustrations in this matter.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a Bed from Ashley Furniture in February the bed was delivered 4/11/2023. Once the delicery team got the bed upstairs and uncovered the piece, I discovered the wood along the back of the headboard was cracked, the delivery guy called the support number to let them know baout the issue, while he was on the phone with them he notice a blemish on the top left side of the headboard. he took photos of both issues and sent them via text to the support person he was speaking with- also the footboard was not lining up, she said " Oh I dont like the way that looks (talking about the crack and blemish) we will exchange it out the whole bed". So the guys assembled the bed and said we could use it until the new bed came in. Ashley furniture came back out to deliver the sofa we ordered and stated the bed was ready at the same time. The 2nd team came out and was missing the footboard, told us they forgot to load it on his truck so instead of replacing just one piece he said wait until it was all together. On the third trip out to our house the bed was still in the card board box, guys came in worked on it upstairs told me to come look at it. I checked out the back the crack was gone and the delivery guy started talking to be about the foot board not needing to be replaced because the screw just wasnt all the way in so he fixed that. Once i went back upstairs to make up the bed i noticed the blemish was still there, they did not exchange the entire headboard only the broken piece along the back of the bed. I called ashley multiple times and because the delivery guys stated they exchanged it now they want to send a repair tech to touch it up instead of replacing the entire bed, i sent photos showing the damage to compare to the photos the first delivery guy sent but conveniently they dont have those photos and cant see it in the ones they have, I have contacted them to be compensated since they only have a 3 day return window, no return call .

  Customer Answer

  Date: 05/08/2023

  I have not heard from the business in response to my complaint. 

  
  

  Business Response

  Date: 05/08/2023

  Please see attached a copy of the customer’s sales ticket dated 3/17/2023. Please note that 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 received a partial delivery, that of the bedroom on 4/11/2023, see attached delivery report with photos. It was noted that there was damage to the headboard. On 4/18/2023, the custom received the remaining items, see attached. A replacement headboard was ordered and replaced on 4/21/2023, see attached signed report. The customer reported issues with the replacement on 4/21/2023 and a technician was scheduled to evaluate and best resolve the issue. On 4/28/2023, the technician did a service call and repaired the “scuff” on the replacement headboard and reported that the customer was satisfied with the repairs, see attached report with photos. 

  Customer Answer

  Date: 05/08/2023

   I am rejecting this response because:
  
  We had to settle for the repair when we were supposed to get a brand new head board. The delivery guys lied about replacing the entire headboard. When we called Ashley they told us they could not find the initial pictures sent in by the first set delivery guys to prove the headboard had not been replaced. They had the right to send a repair technician instead of replacing the headboard for the second time which they didn’t replace the first time, they did send a technician. He did touch up the scuff mark but there still an indention in the wood but like I told the technician that came out I’m still not happy with it. Am I satisfied with the paint job? Yes but there’s an indention still in the headboard that he couldn’t smooth out or it wouldn’t look right. I just expect that when I new piece of furniture is promised that you will receive a new piece of furniture instead of someone, just replacing a broken piece of wood on the back of it and stating they replace the entire thing which was lie. So no I am not satisfied with Ashley and their customer service 

  Business Response

  Date: 05/09/2023

  Attached is the signed delivery receipt with pictures of the replacement headboard delivered on 4/21/2023. A technician was sent to evaluate the issues the customer had reported with the replacement headboard. He found that the issue was repairable and completed the repair. Unfortunately, we cannot offer anymore assistance than that which was offered prior.  

  Customer Answer

  Date: 05/09/2023

   I am rejecting this response because:
  
  If you clearly look at both photos of the old and new board and zoom in on the top left corner you will see a white spot where the bed was scuffed and dented 

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 4 bar stools on 9-7-2022 from your company they came to my house damaged I was then told that they were to be replaced it took almost 4 months to get the replacements. Then the new ones broke also the next day your company sent someone out to look at them and we were told they were put together wrong and damaged the chairs and they will have to be replaced again. Now all this time we are told not to sit in the chairs as they might fall apart and we could crash to the floor. So I have 1262.45 in chairs that I have not ever been able to use sense Sept. and not they tell me they have no idea how long it will take to get the new chairs in. I feel like something needs done faster service or a refund and i will go to another store to buy the stools that I can use. Thanks ******* ****** ************ ******* ********

  Customer Answer

  Date: 04/21/2023

  Ashley Furniture HomeStore
  1705 South 40 Drive
  Greensboro NC 27407

  Business Response

  Date: 04/24/2023

  Unfortunately, the replacement stools for the Anders are on backorder with the manufacturer therefore we cannot provide an estimated time of arrival to our distribution center. Currently the customer is scheduled to have the four bar stools picked up on 4/27/2023. After which time, the customer’s credit card will be refunded back the full amount of the purchase price. The salesperson has also reached out to the customer to suggest other bar stools with a better availibity that may meet the customer’s needs.

• Initial Complaint

  Date:10/10/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a sectional recliner from Ashley Outlet during Labor Day weekend (Sept 4, 2022). We received half of the couch on 9/13/22. One recliner was damaged. The other recliner had a gap between the recliner and the wedge. We reported this to Ashley Outlet Customer Service. Ashley Outlet Customer Service said they will replace that recliner when they deliver the rest of the sectional couch. The couch was fully delivered on 9/23/22. They replaced the damaged recliner. However the recently delivered recliner was damaged. The sofa also has other gaps in the back of the sofa . There was a hole in the sofa along with damaged stitching on the fabric of the sofa. The huge gap was not able to be fixed by the delivery guy. The delivery man stated we would have to put a request to get the recently delivered recliner replaced. My wife and I went back to the store to resolve this issue. Ashley Outlet sales representative put in a request to have a technician look at the couch and get it replaced. Afterward we received a call from Ashley Outlet customer service to schedule a delivery of Y splitter cable for the recliner battery setup. At this point, we were very dissatisfied with the couch and the service from Ashley Outlet Customer Service. We request a refund and a return pick up. We are waiting to hear from Ashley Outlet Customer Service.

  Business Response

  Date: 10/08/2022

  Good morning,

  This customer purchased with a store that is not a part of Broad River Retail. The store they purchased from is at the following address.

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

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

  336-553-5000

  Thank you,

  Joanna, Customer Solutions Professional

   

  Business Response

  Date: 10/11/2022

  The ********** sectional was picked up today, 10/11/2022. Please see the attached signed delivery receipt for the credit memo for the sectional as well as the battery pack and cables. Also attached is the Service Request Report dated 9/13/2022 where the Warranty & Claims department exchange the recliner for the customer. The next Service Request Report is dated 9/26/2022 for the issues that the customer states in this complaint. On 10/5/2022 the third-party technicians reported to us that they were unable to make contact with the customer therefore having to close the service request. A refund is in process to the ********** ***** ***** ******* for the full amount of $3233.32.

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:09/06/2022

  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.

  Purchased a Chair-and-a-half & ottoman, plus extended warranty, for $1,172.60 + tax on 6/26/22 at the Greensboro, NC store. Delivered on 7/12/22. Immediately noted that the chair did not sit at all like the one in the showroom. You sink into the chair we received; showroom chair sat very firm. See attached picture of chair taken at time of delivery; note the angle of the seat cushion - you sink when you sit. We went out of town and upon returning, visited the Greensboro store on 7/23/22 AM (the week after delivery) to notify them that our chair did not sit like the showroom chair. Sales filed a warranty claim & advised Ashley Customer Service would call us in 1-2 business days. No call. We waited a few days past the expected call date and notified Ashley again of the issue. Customer Service finally called, verbally stated that our chair should have sat more firm than the showroom chair since showroom chair was not new. A warranty tech visit was scheduled for Aug. 18. Tech told us the fabric supporting the seat cushion could have been tighter and that no chair we would receive would sit like the showroom chair; the showroom chair is made much sturdier. Tech asked if we wanted a replacement chair or a refund on chair/ottoman/warranty. We asked if a replacement chair would sit like the showroom chair and was advised no, so we requested a refund. After several days, Cust Service called and would not refund. Refund could not be offered since it was end of August and we had the chair since early July. We returned to the store the week after delivery and advised of the issue! Ashley delayed responding to our follow-ups: store visits, calls to store & customer service. It seems deliberate. They then offered a ‘reselection’. Returned to store on 8/27 and manager submitted to corp a request to refund us. We made other purchases on 6/25 & 6/26 so there is nothing else we need, other than a refund on misrepresented furniture & for furn pick up. No response

  Business Response

  Date: 09/02/2022

  This was purchased through a licensee – 1915 South

  Business Response

  Date: 09/07/2022

  Mr. ***** was delivered on 7/12/2022, please see the attached signed delivery receipt with photos. The Service Request Report for Mr. ***** is also attached. It was opened on 8/1/2022 when it was reported that the customer was having issues with his chair-and-a-half. A technician was scheduled and sent to inspect the claim. The technician’s report from 8/18/2022 is also attached. Per the technician’s report the repairs “will not resolve customer issue:” “Customer perception and refused repair”. The showroom models are the same merchandise as the items we order for our customers, and are ordered from the manufacturer through the same process as we order the customers’ orders. One is not of better or lesser quality than the other. The showroom items do get more wear and tear from over use. Please note on the Service Request Report that the customer was offered the option to reselect and his response was he would call back after discussing with his wife. The Warranty & Claim Department did a follow up call on 8/31/2022 with the customer concerning his decision but had to leave a message. He ultimately opted to return the chair-and-a-half and the ottoman. On 9/2/2022 a credit memo was written to pick these items up from the customer’s home, see attached. The scheduled date for this was 9/7/2022. After these items are in our possession, a request for a refund will be submitted for processing.