Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to Ashley Furniture Homestore 575 Alberta dr and purchased a *********** Adapt Medium Hybrid Mattress on 9/15/23. I initially worked with Bailey and her mattress manager Burt. After 80 days of sleeping on the mattress it felt too firm, I requested to do a comfort exchange. Ashley agreed to do so. I went back to the store and this time I worked with Jake as the salesman. I asked Jake "Do any of your other mattresses carry a comfort exchange because I don't want to be stuck with a mattress if I'm uncomfortable? He then told me that only the *********** mattresses have a comfort exchange. I then asked him, so if I exchange this previous *********** I've already purchased for another ***********, and this new *********** mattress doesn't work out, Can I just exchange it for something else? He then went to check with his manager Burt, came back and advised me that "Yes, That would not be an issue". Under those terms that were explained to me by Jake and Burt, I made the decision to upgrade to a *********** *** ******** Mattress on 12/21/23. After about 80 days, this mattress felt even more uncomfortable than the initial one I purchased. I called Corporate to initiate a return. I was told I had already used my one time comfort exchange. Again, when I asked them in the store if I could return this 2nd mattress, there was never any mention of a "one-time comfort exchange". It was explained to me I could return the mattress if I was uncomfortable Had I known this was the only time I could do an exchange, I would have chose something entirely different. I was making my purchase solely on the security of knowing I could do a return based on what Jake and Burt had told me. I feel as though I was lied to and deceived just for the purpose of them to make a sale from me. All I want from this business is to honor their integrity and provide me an exchange for a different mattress, which is based on the terms that were laid out by Jake and Burt when I made my purchase.

  Business response

  08/01/2024

  The business has responded to the complaint however has requested that their response not be published. 

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a bedroom set in summer of 2022 when we moved into our new house. The five chest dresser started falling apart immediately with the glides breaking off from the side. It kept falling apart even after the 1 year warranty. I called and they said they sent out complimentary parts over two months ago. Nothing came. I called a month ago and they said they had the wrong address on file. I updated the address and still nothing. When I sent pictures via chat assistant they questioned if I overloaded the drawers. If a drawer of about 15-20 t-shirts overloaded a drawer, that's pathetic. Called today to file a complaint with Ashley and they STILL had the old address on file and showed the parts have not been out for delivery yet. Bottomline, I spent $800 ($6461.58 order total) for a piece of junk and the some of the worst customer service I've ever experienced.

  Business response

  06/14/2024

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

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased the recliner on 04/25/2024 & it was not delivered until 05/02/2024. We have barely used the chair and in approximately 2 weeks the seat started to collapse & lump up, it is like sitting in a hole. We had also purchased the extra warranty for 5 years. We contacted them & they told us we could not receive an exchange nor a refund, so they would send a technician in several weeks to try & repair the seat. We do not want that as clearly this is a very poor-quality recliner for the money that it cost us. I mean only 2 weeks of purchasing with very little use & the seat is collapsing already. Even have to wait now for weeks more with not even the use of the chair as to not make it worse before repair. I could see this had we had the recliner for months, but we only just purchased it. So, repair is not an option for us having it such a short time & for the price of it. We are in our 70's & we should not have to go through this to have a decent chair. We would definitely like a total refund for this recliner & warranty since they can & will not give us any other options than repair of a brand-new chair that is of poor quality, obviously.

  Business response

  06/14/2024

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

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a queen sleep sofa model: ******* on 7/11/22. Order # ******** and bought the 5 year extra protection plan. The couch was received at our house on 8/18/22. We have used the sleeper sofa maybe 4 times and have sat on it around 15-20 times. It is in my husband's office and and is barely used, only for when we have guests spend the night. On 4/4/24, we noticed the middle cushion was indented and felt around it. The stuffing was falling out on the floor! We called Ashley and they gave us the number for **************** who couldn't speak very good English and only said they would send a text to file a claim. You could not speak to anybody about the issue. The claim was denied so we called the local Ashley store and spoke with Jessica who would forward the issue to corporate and somebody would call us back within 24 hrs. We received that call from Amanda who stated because the 1 year manufacturers warranty was up, there was nothing they could do and they couldn't override the ***** warranty. She offered to send the parts and have a tech come out to install them at our cost ($75/hr). We were never told the warranty was limited and only covered certain items or we wouldn't have bought the couch or the extended warranty.

  Business response

  05/30/2024

   This letter is in response to the above referenced complaint by Mrs. ***** concerning her purchase of their sleeper sofa plan from our Altoona, PA location.   Reviewing this account, I can certainly understand how frustrated Mrs. ***** would be given they had purchased the additional warranty on the item.  I am reaching out to the protection plan for the report surrounding the denial. I can say with any insurance company, you have to have the date and details of the incident, but they also don’t cover what would be considered intentional damage or things out of their scope. I reviewed the file and pulled the call with Mr. ***** that was around 30 minutes in length. At the beginning of the call, Mr. ***** had indicated that he was unsure how the damage happened—however about 9 ½ minutes into the call Mr. ***** had indicated that his children had caused the damage from running into the sleeper sofa and damaging it causing the back to rip out, and it would also explain the mechanism being detached from the sofa.  We had previously offered courtesy parts and labor at a charge which Mr. ***** had declined. I can offer our in-house technician to go out at no charge to assess the item to see if the item can be repaired as the damage looks to be extensive and based upon the report we can then evaluate if it can be repaired if we will cover the cost as a courtesy, or share the cost of the repair.  If Mr. Or Mrs. ***** would like to take us up on this courtesy inspection, they should call our service department at ###-###-#### and select option number 2 for customer service—this offer is valid until 6/14/2024.     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

  05/31/2024

  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. When we originally called the company, they said it would cost us to have a technician come out and fix the couch at OUR cost completely.  We will not share the cost of the repair when we have the extended warranty.  Please do not waste our time when we work and have to wait for a technician to come weeks later just to say it cannot be fixed or the cost is outrageous.  We want a replacement couch or a refund at this point.   Regards, ****** *****

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty which said water marks, scratches, dents, chips were covered for 5 years. I filed a claim and was told it was all normal wear and tear and it was denied. I have the sheet that was gave to me at the time Insaid for my money back from AMT warranty and they said it would be pro-rated. Ashley Furniture said there was nothing they could do about it. I believe it’s false advertising. Paid $500 the warranty. I want all of the warranty back.

  Business response

  04/03/2024

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

  Customer response

  04/16/2024

  Better Business Bureau:
  If Ashley Furniture won’t do anything things want to go after AMT warranty in Bedford TX 

  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.

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****
  
  
  
  

  
  

• Initial Complaint

  02/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We bought my daughter a bedroom set on 1/6/24 - it was partially delivered 2/2 (incorrectly). 1. We were told we didn’t need a foundation - inaccurate and we need a box spring (paid $150 for slats not needed). 2. The rails delivered were full, not queen so it was too short — both of these items make the bed unusable 3. Called customer service and store multiple times and was told a box spring would be delivered - I said based on the bed, it needed to be low profile, it was standard when delivered. The box spring didn’t fit either (just to test it and make the bed functional) which is when it was determined the bed was installed with a mix of queen and full parts. Now we have to wait another week to get the correct parts out after waiting 4 weeks for the delivery. There are issues with this business at every step of the process - horrible business practices.

  Business response

  02/23/2024

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

  Customer response

  02/23/2024

  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

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were tricked into singing up for multiple credit cards for one purchase the store associate said the first one with td bank was going to take too long he called a different credit company called synchrony and left the td bank app open and he said they'd call us and they never did we also received letters stating we didn't qualify for td bank but later received two active credit cards in our name I called the store and they basically say they can't do anything now they get to mark off they got people to sign up for cards but they scammed us into it we didn't authorize the td bank we thought he closed it out now we have to close it out and contest the hit on our credit reports they need to be held accountable again this was two different account for one purchase

  Business response

  02/23/2024

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

  Customer response

  02/23/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****

   

  First of all I never said they declined us your irresponsible worker decided it was taking to long to work with td bank and hung up and went with a different one without canceling the application therefore you don't listen nor take acknowledgment or concern for how customers feel you also lie stating there's nothing for signing customers up for cards but that's okay we will never again work with ashley furniture negligence and not taking ownership for mistakes is all I can think to describe this company goodbye 
  
  
  
  

  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 1st, 2024, we contacted Ashley Furniture to process a refund of $399 for the automatic bed and mattress we purchased back in 2018. At the time of purchase, we agreed to sign up for the same cash credit card to make the purchase and we were informed by the store at **** ****** **** ***** ******** ******** ** ***** that would we receive a refund of $399 should we not need to process any claims after 5 years of the original purchase. This informed our final decision to pay for the product knowing that we would save $399 on it after 5 years. On January 3rd we were sent a message from the company that we have received a store credit, vs. a refund. I called today January 4th to ask them why it was store credit and that we preferred a refund. The woman on the phone was extremely unhelpful and claimed that the store credit was always the promotional offer we could receive. She proceeded to read from a script and repeated the rule she could not back up THREE times. I asked her to stop repeating herself and had to talk loudly to get her to stop and listen. She talked over me and was completely rude. I asked her to provide the documentation noting that offer. She said she could not provide that documentation, that they do not have it, therefore I asked her to please process it as a refund. She indicated that none of their credit card offers come with documentation and clarified that this is not credit card terms, this was a store promotion. This led to her to repeat the rule, TWO more times at least. I asked her to transfer me to someone else. She then said there was no one here who could provide that, and that I would need to get it from the store, so I said then you can not enforce it? She then began repeating the script, I had to hang up as she would not respond to my questions and just repeated that she had zero backup for. It feels like this company is practicing bait and switch on a whim and can't back it up. Can you investigate?

  Business response

  01/19/2024

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made purchases at the Ashley's HomeStores located at **** ******** **** *** ****** **** ***** on the following dates. June 2, 2023 June 6, 2023 June 24, 2023 My charges were financed through ** ****. They have a basic website for users to log in review their statements and make payments. At one point they showed a balance of $5906.37 which I paid on June 22, 2023. Then they showed a balance of $985.17 which was paid on July 20th. Both payments well before I received a statement. Since this time my balance with ** **** has shown $0.00 with a minimum payment of $0.00. ** **** shows that charges are pending. These charges have been pending for over 2 months. I contacted ** ****, and they said I need to contact Ashley. I have attempted to contact Ashley's Canton store at ************* well over 6 times in the last two months. I get their automated IVR and select to talk to someone and it rings and rings and then lands on a voice mail. Today I searched and located the number for Ashley Furniture Corporate Headquarters and located ************. I called this number, and they said I needed to call the Ohio customer service number **** ********* I called this number which goes to Boardman Ohio Ashley store. They can't help me. They are not affiliated with the Canton location. I have exhausted all efforts at this point and put far more effort in doing so. No customer should ever have to track down a store to pay them. This is my final attempt to resolve this amicably. There are still several credits that are not reflected on my account that I have documentation from Ashley Store would be. There is also an additional credit that was promised for a desk that was delivered with damage. This was promised by their customer resolution center. All the way around this has been a bad experience and look for both Ashley Furniture and their finance company ** ****.

  Business response

  09/29/2023

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Furniture in October 2022 -When the furniture was delivered, it was uncovered and damaged. The furniture was later delivered with the same damage -When I made my first payment, I used their electronic website. Instead of taking out the authorized $50 from my account, they took $1771.75 out and I had to work with my bank to correct the mistake. -I put in a complaint with them on Jan 4 I never received any communication back regarding what happened, representatives on the phone had no idea of what to say -Ever since this issue, I've been sending bank money orders for my payments -In June 2023 a very unprofessional young lady contacted me to say my payment was not received. I advised her that it was and I had the money order copy. I had to call back again and was told about a dispute process which was filed on 6/22/23. -I faxed the dispute to the company along with a copy of the $50 money order I sent, along with a replacement money order of $70, and a payment of $150 for July's payment. -I received an email on July 31 saying that they are still "investigating" the payments after four weeks -I called them today and was told my account is now in arrears $163 and they show no payment of the 70 or 150. -I contacted my bank today and was told that both money orders were cashed. I also have the certificate of mailings from the post office. -I feel that I am being cheated, and my credit is being effected by their fraudulent business practices and I need someone to assist me with this matter. The missing payments amount to $220.00

  Business response

  09/29/2023

  The business has responded but has asked that their response not be published.

  Customer response

  10/04/2023

  Better Business Bureau: I purchased the furniture through Ashley Home Store on M***** **** **** ***** **** ** ****** *** These people are your third-party vendors you selected to handle your credit card accounts and have provided the most deplorable service I've ever experienced.  It started from the delivery of damaged furniture from your store to your vendor taking out over 1700 from my checking account instead of the $50 they were supposed to. ** ****** **** ******** ** *** ****** ** ******** ***** ******** does not appear in the BBB database. When I contact them, I never get resolution to my issue which is that they cashed money orders that were sent to them from my bank and cashed confirmed cashed, but are charging me late fees for and damaging my credit, this is outrageous.  I have reviewed the response made by the business in regard to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. PLEASE CONTACT ** ****** **** ******** ** ** *** ****** ******** ***** ******** ***** Regards,  ******** ******** 

*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. ↩