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:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very upset. I accidentally placed an order for an incorrect item but it was past the time the store was open. I wanted to cancel the order and was not given an opportunity to do so. I immediately sent an email to cancel the order but was told that it had to occur with 30 minutes. The place was close I am so angry what their response of saying I can drop it off at a store. Why can’t they allow an opportunity to cancel an order after hours. I have knee injuries so I have to to either have my daughter send the item back. Or if I mail it back I have to pay to return it. It’s upsetting and I think the company needs to do better for their customers. I honestly just want a change so this doesn’t happen any more. I think the order is already out to process so I would have to return in the store but I don’t want to be charged a restocking fee, I want my full refund.

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday 3/28/25 I called customer service asking if I could use my Diva dollars online . I was advised I could . I also received a email stating that I had extra david dollars.. on 3/30/25 I went to go place my order and the diva dollars would not allow it to go through. It was not accepting of the code that they have sent to me.. I immediately emailed them about my concern. I also called unfortunately Sunday they were closed.. I followed up Monday with a call in regards to my email. The person on there did not speak English well did not command the car very well and it was quite difficult, I asked to speak to the supervisor I was placed on hold and yet nothing was resolved. I was told I would get a call back. I did not receive one.. my call reference is ******** . Today 4/1/25 I called and was told that I had to wait 14 business days for my situation to be resolved something that was not shared with me prior to my concern. The federal government aims protect consumers from misleading or deceptive advertising practices, ensuring that claims are truthful and backed by evidence. This was very false advertising and Ashley Stewart has not taken accountability

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received my order. I received notification that the package was delivered. Apparently the package was left in the lobby of the building right under the sign that states do not leave packages in the lobby, deliver to Apt door. I did speak with *** who confirmed that their records indicate that the package was delivered but the driver was not obligated to leave the package at the apartment door. Both Ashley Stewart and *** have stated that they are not responsible. I'm filing the claim against Ashley Stewart because they have my money, I didn't received the product and they picked the shipper.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Ashley Stewart and used their Ashley ******* Credit Card. The order arrived in different packages. Some of the clothing didn't work out, so I placed everything in one package and returned the items. Ashley Stewart tries to keep money from returns by charging multiple return fees of $10, and other fees they do not disclose on the initial online invoice. Also, if you use the Ashley Stewart Credit Card, they charge your card immediately, not when the order is shipped/received. There are shipping delays. There is a local store, and you cannot go their to make a return. The women at the local store are prohibited from helping customers with online return items, when all clothing comes from the same company. Ashley Stewart makes a difference between clothes bought in the store and online. The practice is purposeful, so they can delay or deny return items altogether, and keep money; at best return fees and other fees they apply for online orders. I paid the balance with *************, so I should have been at a zero balance. Instead, Ashley Stewart did not process my return in a timely fashion, so there was a lingering balance. I called Ashley Stewart and ************** both multiple times, and each blamed the other and it continued back and forth with no initial resolve. Meanwhile, despite the notation on my account that I was trying to resolve the issues, ************* put a 30 day past due **** on my Ashley Stewart credit card. I was only alerted when I sought a loan with another company. The company denied the loan because of Ashley Stewart and *************. I tried to call numerous times to call Comenity's parent company, and I asked for an **************** but the calls are blocked and rerouted out of the country. I lost the ability to get my loan because the company does not allow for negative credit of any kind. I will never use their credit card again. Ashley Stewart and ************* require sanctions of some kind for their practices.

• Initial Complaint

  Date:02/13/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from Ashley Stewart On 1/12 and contacted Ashley Stewart 3 times and requested a callback from a supervisor. The order number is *********** It’s been 4 days and No response. I contacted *** as the order says delivered, but I haven’t received it. They divereted the package to an old address. We did 3 way to Ashley and spoke with Laytha at Ashley Stewart and she couldn’t assist us. I am beyond ***et and frustrated . I paid $125.96. It’s also very frustrating that you cannot get a callback nor any resolved between the merchant nor the shipper when I am just a innocent consumer inthe middle. I ordered these items as it’s cold here and I had surgery and one of these jogging suits to help me with being comfortable as well as when I’m able to start physical therapy. It’s also veryfrustrating that I had *** on the phone as well as Ashley Stewart and the Ashley Stewart. Customer service rep was not able to give them a shipper ID otherwise *** said they could’ve issued a refund to me. I have spent a total of three hours or more on the phone between ***, **** and Ashley Stewart. I should be recovering, yet on the phone trying to track down an order and still no resolve a month later. I would like a refund as well as a future credit or discount or something for all of the inconvenience that I’ve had to encounter and endure over-the last couple of weeks.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order which when it was received was missing an item. I notified the company numerous times spoke with supervisors and was given the run around as well as an email confirmation that I should expect my refund in 8-10 days. I was hung up on when calling Customer Service and denied a Supervisor numerous times as well as promised call backs that never happened. I have had numerous issues ordering from this company where they take your money for an item only to say they don’t have it in stock several days later then you have to wait 2 weeks for a refund, I have received the wrong item in the mail and not provided valid time for refunds. Customer service appears to be overseas where there is a language barrier and no resolution.

• Initial Complaint

  Date:01/14/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my Ashley Stewart order on 11/7/24, the order arrived on 11/9/24. The order total was 119.38 which was paid out via Afterpay. I opened the box and realized the items did not belong to me. I reached out to Ashley Stewart and they stated they would be launching an investigation. They asked me to take pictures of the merchandise and send it to them via email which I did including the box. A couple of weeks went by and the lady who received my items reached out to me and that's when we realized we had each other stuff. They never suggested that they would send the items back for free to each of us. One representative wanted us to pay to ship to each other stuff that is not possible, this lady has a big heavy box. I refuse to pay for shipping for Ashley Stewart's mistake. I no longer want the items, it's too long and I don't need them. We both called at the same time on 3 way and got nowhere with the representative. I have been a loyal customer for years and nothing of this nature has ever happened. I want my money reimbursed the way it was received. When I reach out to them they keep saying they are doing an investigation but nobody talks to me like a human being. I have become angry and tired. It is now 1/13/25 and nobody has yet to contact me. If they had touched base with me I would be patient and this complaint wouldn't be necessary.

• Initial Complaint

  Date:01/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/9/24 I ordered from Ashley Stewart online one item a long black cablenit sweater and as of today Jan 10, 2025 I have no sweater nor a refund back to my ashley stewart credit card. I have called over 8 or 9 timed and everyone gives me the run around, one of the reps hung up on me today after he verified my phone number. I have been a customer since 2008 and I haven't really had any problems this one takes the cake. It has been 31 days and still no sweater or refund back to.my account, they continuet telling me they are investigating but as of today, I see no results.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased items from Ashley Stewart online. I returned the pair of jeans and Ashley Stewart sent me an email on 10/9/24 confirming the return. Order #: ********** Hi **** *********, Thank you for shopping at Ashley Stewart. As requested, a credit will appear on your original form of payment once your package is processed. Processing takes up to 14 business days. Please check your statement to confirm the credit. Subtotal $40.30 Return Shipping$10.00 Total Estimated Refund* $30.30 I paid for this order with ******** and the refund has never been sent to ******** and it's been over 2 months. I have called Ashley Stewart 6 times and/or sent emails and each time I am told this is being escalated to the finance department to issue a refund, but that has yet to happen. I spoke to a supervisor in November at Ashley Stewart she was supposed to call me back in 3-5 business days, but of course that never happened. I want the refund of $30.30 I am entitled to receive.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 24, I initiated a return. I received confirmation on October 29 that all three items were received and a refund would be initiated. However, I only received a partial refund for two of the three items on October 31. I contacted customer service on November 3 about the missing credit and was told it would take 5-8 days to resolve. After eight days, the issue remained unresolved, so I followed up multiple times without receiving a response. I then contacted the VP of Operations and received an automated email incorrectly stating that I had not returned my items. I forwarded the previous email correspondence, and on December 3, I was told a resolution would happen within 6-15 days. To date, I have not received any further communication or my refund. Based on my experience and online reviews, it appears that this company routinely fails to refund customers after receiving returned goods. This is fraudulent and unacceptable. I fulfilled my part of the contract by returning the items within the 30-day window for a full refund. I expect the company to uphold their end of the agreement. I request that you investigate this matter