Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  , lies, and intentionally hurt my credit. ordered a new mattress and a couch set used their "financing". They set delivery for weeks (almost a month later) as per my request as I had to get rid of the other mattress and couch. Called 10 times to get an answer on that. The bed was being delivered separately and came right in time. Mid November. Couch was scheduled to deliver black Friday. Cleared my schedule and messaged store to verify delivery time and got a "we don't know deliver guys will contact you a few days before" I assumed I'd still get it that day and proceeded. End of the next week I get a message to confirm delivery for Dec 5th. (The 1 year anniversary of the passing of my son 7 yr old son), no thanks, also shut down and didn't respond until the week after. Next message offered delivery 2 days before Christmas. Excuse me delivery was originally scheduled for nov 29th and now your saying you won't until dec 20th or 27th... During all this discussion I asked for phone calls multiple times as I also hadn't received a bill and knew it has been 30 days since I signed up for the financing. They said "billing doesn't happen until delivery so you'll be good until 30-40 days after." I let them know I couldn't find or access anything online and was anxious to make sure I didn't miss the payment especially after canceling the couch. They assured me I'd get something in the mail and set up the account. As we canceled the couch I wasn't sure if there even was a balance left since I paid $1410 out of pocket and mattress was 1200 before add ons. Ff to today my husband hops on ****** ***** and low and behold a report of a 30 day late payment to ********* who holds our Ashley balance. I call and immediately pay the total balance tell them to cancel the credit card, and find out the store set me up for paperless billing and never gave them my email address. So 60+points off myself and my husband's credit score

  Business response

  02/20/2025

  The business has responded to the complaint however has requested that their response not be published.  
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a queen sized mattress, sheets, a mattress protector, and a queen storage bed on August 11, 2024 from Ashley Home Furniture in Altoona PA. We did not receive the bed until October 2, 2024. My husband had to call and keep checking into when they'd deliver it. The delivery drivers are sub contracted and not Ashley Furniture employees. They put a significant tire track mark in our yard. When I contacted them to explain about the problem their solution was to send the delivery driver back with dirt to cover the hole. She actually called my husband to ask him if he could send her a photo so she'd be able to figure out how much dirt to bring. That was not our point. Our point was that Ashley Furniture needs to reimburse us for that damage. The bed arrived damaged in various spots. It was not delivered with any of the drawers and some type of bar. I wasted about 4 hours of my day (should've been working- I work from home) to deal with this disaster. Not once has the store manager apologized to me. He has lied to me 4 times. I no longer wish to talk to him. I am going to the store with my mother-in-law tomorrow. At this point I would like to have them come and get their poor quality bed frame and mattress and take it away. Then I want a full refund so that we can shop at a more reputable business. My daughter is 7. This was her first big girl bed and she had anxiously waited for it and was very disappointed that Ashley is saying we will have to have another delivery on November 8th and take the bed down and then put the pieces in it that should have been ordered in the first place. I'm not sure that is actually where the problem is though because the lying store manager told me that the salesperson didn't order it correctly and she no longer works there. If she was no longer there why didn't someone in the store look at her sales to make sure things were being taken care of. In the last photo attached it appears the headboard was not wrapped.

  Business response

  11/30/2024

  The business has responded to the complaint however has requested that their response not be published

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  05/13/24, Purchased Furniture with a down payment of $1500.00. This was delivered on 6/29/24, too big for my apartment, From the beginning the delivery personnel were wreckless and careless. I informed the store immediately and a date was set up to come get the furniture that did not fit, and to deliver the coffee table and tv stand. On the arranged date, the delivery personnel would not deliver the coffee table, because, as they stated, "there was nothing to exchange for it." The delivery personnel also would not deliver the tv stand or take the furniture that I was returning. I called the store and was on the phone with the store and glanced out the window to the delivery truck, to dis***** that the truck was gone. The delivery personnel just left without informing me. The personnel on the phone at the Ashley Store that i was speaking to just kept saying that they were "So Sorry." Another date for delivery, and pickup of the sectional sofa that i was returning, had to be arranged. On that day, the delivery personnel took the sectional sofa, but brought the wrong tv stand. It was not the one that I had ordered. The delivery was wrong AGAIN. I was charged $299.99 for delivery and each of the three trips to my residence, the delivery was wrong. Then, the issue is my refund for the sectional sofa, and the tv stand, which were returned. (I decided to retain the coffee table). The first time I called about the refund I was informed that some of my down payment, which was $1500.00, had been sent to ** ****, the company that does financing for ASHLEY Furniture. i was refunded $317.99 on August 1st, which was placed on my debit card. Since I retained one item, the coffee table, the remaining balance owed to me in refund was $445.02, as explained to me per phone call with ** ***** Repeated phone calls from Ashley informed me that my refund was on the way, which I have NOT received. Numerous assurances that I would be paid by Ashley, but I still have not.

  Business response

  10/18/2024

  This letter is in response to the above referenced complaint by Ms. ***** concerning her financed item purchased from our Altoona, PA location.   Upon reviewing this account, I am very familiar with the going’s on—as we have been working with Ms. ***** and her financing company at length to get the balance refund taken care of and I completely agree with and understand the reason for the frustration.Initially ** assured us her refund check had been mailed out on 9/5 and when Ms. ***** in the beginning of October reached out to the Attorney General, we were surprised that she had not yet received her check we were told a new check would be cut was cut on 10/4 and they provided the tracking number which we provided Ms. *****.  I am unsure what happened to the initial check.  At this time we do believe that she has been refunded completely and should have all the money due. If she does not we ask that she let the BBB know or contact our Customer Service Department directly at ###-###-#### and select option 2.We trust that the Better Business Bureau will find this response satisfactory and serve to close this complaint.  Sincerely,  Bonnie H*** / Guest Relations Center Manager 7993 Call Parkway Batavia, NY 14020  

  Customer response

  11/04/2024

  Thankyou for your help in this matter. This has been resolved. I did receive the check from ** ***** 
   
  But I want them to know that this will never happen again or will I ever buy furniture from Ashley Furniture. 
  
  This was a lesson to be learned. 
  
  My appreciation: 
  
  *** * *****

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a sectional couch and ottoman. Purchased the full warranty. Attempted to use the warranty twice without resolve. I’ve had several complaints to Ashley directly since delivery to which they would not assist in replacement or refund. The couch is falling apart, made of poor quality and we’ve had this for a year now and continues to get worse. We have a warranty for a reason. We are seeking a credit for the purchase price of our couch to get a new one, asap. This is now posing a hazard to our family as the couch pieces are not staying together or in place.

  Business response

  11/09/2024

  The business has responded to the complaint however has requested that their response not be published.

  Customer response

  11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  i do not have pets to which would’ve been the cause of damage so the allegations made forth by the warranty company as well as the company we purchased our furniture from is all falsified and unjustified information in relation to our claim for the faulty furniture which is falling apart in only one year of having ownership. The structure of the couch is legit breaking down and is not stable which caused the couch / sectional to collapse. We barely use our furniture. So how did any animal to which we do not have cause the structural integrity of the furniture to collapse to the floor??
  
  Regards,
  ******** ******
  
  
  
  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 25, 2024 we visited the Ashley Furniture Home Store Fairlawn, OH with the purpose of shopping a new mattress. We had a very good salesperson that convinced us to purchase not only a matresses, but pillows, sheets, matresses protector, an adjustable base, and 10 year warranty on that base. A couple of weeks later, we received our items and quickly realized the base was not the one we were shown and agreed to buy. We contacted the store and were advised if we wanted the base we were shown, it would cost us another $2000. After several more discussions back and forth, the manager of the store asked us to come in and look at something comparable. After doing so, we agreed to try out this other base (still not the one we were originally shown). When this replacement base was delivered, our brand new mattress was damaged by the delivery service. We tried the base while waiting on a replacement mattress and ultimately decided it was not what we wanted. Ashley continued to refuse to make their mistake with the base right, so I finally decided I did not want any base from them. Getting them to accept the return was very difficult but they did finally agree and arranged to pick their base up when delivering the replacement mattress. Once the refund was processed, I noticed I was only refunded the base cost and not the $299.99 cost for the base warranty. I have tried many times to contact them about this but have received no response. Now I own a warranty on an item I don't have. The purpose of this complaint is to get the money paid for the warranty refunded.

  Business response

  09/04/2024

  The business has responded to the complaint however has requested that their response not be published.  

  Customer response

  09/07/2024

  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. 
  
  Regards,
  
  *** *******
  
  
  
  
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased: 09/2022 ***** paid : $3000.00 Defect in mattress manufacturer denied claim saying it was due to being sat on and edges of mattresses are not made for that. Calls made to Ashley customer service and being escalated however each rep is indicating there isn't anything they can do. We are seniors on a fixed income and have a mattress that isn't functional

  Business response

  09/04/2024

  The business has responded to the complaint however has requested that their response not be published.  

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a recliner from Ashley on March 5, 2024. i paid extra for the warranty. the chair turned out to be defective and i asked for a refund. i was told after the chair was picked up and it was documented that they had it i would receive my refund. i have been trying for almost 2 months to get my $1403.97 back. i was sent a refund of only $950.39 on 7.17.24. i called and asked about the $453.58 i paid for the warranty and was sent back and forth numerous times to numerous people to see what was happening. on 7.17.24 i was told that the money should be deposited in my account in between 7-10 days and it wasn't. i called today 8.2.24 and was told that all i was going to get back for the warranty was $201.60. i'm looking for my full refund for the warranty i paid on a chair that was crap. I'm feeling like i'm being punished because i didn't want their sub-standard furniture

  Business response

  08/27/2024

  The business has responded to the complaint however has requested that their response not be published. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to make online payment but unable to access via ***************.net. or *************.com it doesn’t access my account number, I called customer service ************ and left on hold for hours with no answer !!!! There is obvious some issues with their financing and I should not be responsible for late fees

  Business response

  08/12/2024

  The business has responded to the complaint however has requested that their response not be published.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a 5 year premium furniture warranty that is supposed to cover almost everything and they are denying my claims. The one the company sent and the one I have are completely different

  Business response

  09/04/2024

   This letter is in response to the above referenced complaint by Ms. ***** concerning her protection plan purchase.  As the plan information shows seam separation isn’t covered, which is outlined directly under—I truly apologize if there was any confusion.As a courtesy we have ordered parts for the console that will be shipped directly to the address on file for Ms. *****.  She can either attempt a self-installation, find an independent technician or if she would like she could pay us to use the company we use for repairs—as these issues are not covered by her accidental plan coverage for the console.  For the tear, it was reported as seam separation, which is considered wear vs accidental.  If Ms. ***** opts to pay for a technician the technician can attempt to stitch up that area, however given this was reported about 10 months ago, I couldn’t promise an outcome as I assume this gotten worse in that time.When the parts arrive, which generally takes around 1-6 weeks to receive, if Ms. ***** would like to pay for the technician’s appointment at $75/hour she should call ###-###-#### and select the customer service option. We trust that the Better Business Bureau will find this response satisfactory and serve to close this complaint.  Sincerely,  Bonnie H*** / Guest Relations Center Manager 7993 Call Parkway Batavia, NY 14020  

  Customer response

  09/06/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Again this is not seam separation. You are only allowed certain selections on the website that you are directed to file a claim on. It has not gotten worse, as I have purchased special furniture covers.  Regards, *** ***** 

  Business response

  09/20/2024

  This letter is in response to the above referenced complaint by Ms. ***** concerning her protection plan purchase.  Our previous offer of courtesy parts is truly the final offer for Mrs. *****. As previously mentioned as a courtesy we have ordered parts for the console that were directly shipped to Ms. *****.  She can either attempt a self-installation, find an independent technician or if she would like she could pay us to use the company we use for repairs—as these issues are not covered by her accidental plan coverage for the console.  For the tear, it was reported as seam separation, which is considered wear vs accidental.  If Ms. ***** opts to pay for a technician the technician can attempt to stitch up that area, however given this was reported about 10 months ago, I couldn’t promise an outcome as I assume this gotten worse in that time.The parts arrived to M. ***** via *** ** on 9/19, if Ms. ***** would like to pay for the technician’s appointment at $75/hour she should call ###-###-#### and select the customer service option. We trust that the Better Business Bureau will find this response satisfactory and serve to close this complaint.  Sincerely,  Bonnie H*** / Guest Relations Center Manager 7993 Call Parkway Batavia, NY 14020  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley in June. It was delivered to my house July 18, 2024. On Saturday night 7/20/24 I went to go move my coffee table and the leg snapped off completely. We picked it up and moved it and when putting it back down it snapped right off. I tried to contact them on Sunday but the warranty department was closed till Tuesday. I called back Tuesday spoke with someone they asked for me to send in pics of the damage. I did text them to a lady named Karah. She then tells me she needs a whole view of the coffee table and I then send that over. I then get a text later today telling me it doesn’t fall under the manufacturer warranty. Said that they recommend lifting the furniture never sliding it. I then text back telling her we didn’t slide it but in fact picked it up and that should never of happened. They were closed when I text back, I only had the coffee table for 2 days. I’m planning on calling back and speaking with a manager to get this resolved hopefully

  Business response

  08/01/2024

  The business has responded to the complaint however has requested that their response not be published.   

*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. ↩