ComplaintsforAshley Furniture HomeStore - Salem OR
Furniture Stores
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Complaint Details
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Initial Complaint
08/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a sofa from ****** Home Store in Salem, OR. I filed a claim re to the circumstances at that time. They picked the Sofa up on 8*12*2023 and told me that I my credit card would be credited in 7 to 10 business days. It has not been credited. I have tried to contact ****** via email re this matter on 2 occasions. I just called and my account has a balance of $729.98. I would like to have this matter resolved by the BBB since Ashley does not respond to me.Initial Complaint
01/24/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
In September 2022 we bought a temperpedic mattress and 2 temperpedic pillows from Ashley furniture. While buying them we told them we were moving few weeks after buying and they assured us over and over again that the products would be delivered well before the date of us moving and that there was no need to have them delivered to our new address. Well the 2 of the items were delivered and when the truck showed up to deliver them the other item was just missing. After reaching out 10+ times we still don't have the item. They say they every single time that they will look into since we have since moved and get back to us. Not once have they ever reached back out. We spent around $5-6k on all the itemsInitial Complaint
09/20/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a new bedroom set during their Presidents Day promotion where I should have received a MasterCard gift card for 10% of my financed amount. I have attempted to get this issue resolved with the store over 10 times and have repeatedly been told they will start the process to get this fixed, when I call to follow up they tell me they will check in on it and call me back. I was most recently told I would receive any email so I would be able to have a point of contact since I have been having such trouble. I have never received a phone call or email. ************************* Sales order number ********* ************ ***************** Ordered from store location Salem ******Initial Complaint
08/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 11/28,/21 my husband and I purchased a rocker recliner and two sofas at Ashley's HomeGoods store at ************************************************************. The chair was delivered on 12/4/21 the sofas were on back order. When sitting in the chair it would pull me forward .they sent someone right out only to find that the rocking mechanism had been put on backwards. They stated it should be good. After sitting in the chair I told my husband there's still something wrong with it it doesn't lock in position when I try to recline and it's still pulling me forward. I called Ashley's and they came out again they tipped the chair upside down and took pictures so they could compare underneath my new one as opposed to the one on the display floor . I asked him at that time if I could return the chair I was told no. I got a call Ashley's telling me that there was a part missing under my chair and that they would order it and have it sent to me and for us to call them. The part never showed up I called Ashley many times never getting through. I explained that the part never showed. they informed me to call *** it was out of there hands.I called *** and they told me it had been delivered to ********. This chain of events made a decision for us to cancel the sofas. Which Ashley furniture did. So we waited for our reimbursement of $1339.90 and the part to the chair in which neither one ever showed up. We kept giving it more and more time for these things to show up and they never did. I tried calling everyday but never getting a person. Finally on April 26, 2022 we went to the Ashley store The sales rep ********************* who finally returned Our $1339.90. Again I asked about returning the chair. He said no. He assured us that he would order the part and to call them to have them come out and attach it . As of today 8/3/22 that part has not Shown up. I don't want this chair or anything else to do with Ashley Furniture. I want a refund .please help me. I I have debilitating arthritisInitial Complaint
08/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On October 26, 2021 I ordered two items from Ashley Home Store in Salem ****** that totaled $1,890.72. I paid that day with my credit card, which was full payment. I was told at the time of purchase that it would be a minimum of 18 weeks for delivery due to supply issues and I would receive updates as my delivery date was known. I didnt have any contact from Ashley. At the end of February, I called the store to check on my order and was told they had canceled it due to nonpayment. I immediately went to the store with my paid in full receipt to talk to the manager and get a refund. I provided all my information to the person helping me, they made copies and stated they didnt have the authority in store to issue me a credit, but they would submit the information and I should receive a refund in a few weeks. Two weeks went by with no refund, I went back to the store and had to give the whole story and information again and was still told they couldnt give me a refund in the store, but they would update me. Another week went by, I called the store, no update, but I did receive a call a few days later from a store employee stating they didnt owe me any money, the previous owners of that store did, Ashley was in the process of taking over the store from local ownership at the time of my purchase. After another week, I went to the previous owners store Kellys which is attached to the Ashley store and spoke to them about the situation, at that time I was told Ashley corporate had bought the entire book of business and they were responsible for my refund. I went back to Ashley, I had to explain the whole situation again. I called back a week later this time I was told that my original purchase was refunded the day of my purchase through a charge back to my card. This didnt happen, I have all my statements to prove I have never been credited. I was told by their employee that Ashleys accounting department doesnt make mistakes, it was my mistake.Initial Complaint
06/04/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Hello. We would like to file a complaint about Ashley Furniture Homestore in Salem, ****** . We ordered our furniture back in December 2020. We still to this day haven received any piece of our furniture. We have called the stores several times inquiring about the status and each time they give us a different date. This last time we went into the store to cancel the order on May 23rd. The person at the front desk said we will get our furniture on May 30th 2022 and his words if you dont get it you can come back to cancel. Well, we received a call from Ashley on May 29th and they stated that they are missing a piece of the furniture. So we walked in the store to cancel as we were instructed over the phone and in person the previous week and they are not providing us with the cancelation and our refund.Customer response
06/27/2022
Hello. I wanted to let you know and update. Ashley was able to cancel the order and give me a refund . Thank you for your help .
Case# ********
Initial Complaint
06/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We have been told over and over when our furniture will be delivered and we get a different story every time. Our house was burned down in the ****** wildfires. We are trying to move back after rebuilding over the last TWO YEARS!Customer response
06/03/2022
We have tried for months to gewt the furniture we purchased. They say our order is in their warehoise, but they continue to kie and extend dekivery after promising multiple dates and then no show, They have a different story every time you go in and their cistomer service is impossible, Every one who has bought furniture from /ashley's has the same problem.Initial Complaint
05/03/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We ordered a couch, love seat and an end table on Black Friday, November 26, 2021, in the store. Not on line. We have been told of delays and were understanding at first. We have been back to the store for updates and given an email address to get further updates from. I received an email that our products were in the local warehouse and ready to be delivered. I called the Ryder delivery company because that is what Ashley's said to do and Ryder doesn't have any record of my order. I have been emailing two managers regarding getting an update and now the manager's email address I have been trying to reach since April 16th has now said, ******************************************************* only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list." I have been emailing this supervisor for months. I am now on the phone, on hold for 25 minutes now and counting, waiting to speak to a representative at the local store. This is unacceptable and we paid for these items the day we ordered them. I expect our products to be located and delivered ASAP. No more excuses from them. It has been over 5 months since we ordered these. Enough is enough.Initial Complaint
04/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Furniture was delivered late, by what was supposed to be a "professional delivery company," but looked like a prison work crew. Did not feel safe with them in my home, as they were confrontational, unprofessional, and dragged our new furniture through the mud. We told them to leave furniture in the garage and we would assemble ourselves. Also learned our mattress was missing from the order and was never delivered (still in another state). Had to come pick it up ourselves the next day, as we did not trust this delivery company. We were told by the store manager *****************, that he would refund the delivery and set-up fee (for obvious reasons) and credit us an additional $500. He sent us away with nothing in writing, but we took his word for it. **** also tells us the same delivery crew has had 3 complaints that same day and had stolen a purse from someone's home as well. Yet they still contract with them (?!) Fast-forward 5 weeks later, still no refund/credit. We come back into the store, and "Assistant Manager," ***** has no record of this in our file and says the company does not have the discretion to do this. Upon discussing this AGAIN with ****, he seems surprised we were never credited, and says he has to ask permission from his corporate office for such a credit (which he never mentioned having to do before). **** claimed he would "go to bat" for us with corporate and calls the next day saying the $900 refund was approved. 2 weeks later, NOTHING. This business is shady and cannot be trusted. I am seeking the $900 credit/refund that was discussed with **** as of 2 months ago. I also have a voicemail from *****************, stating the refund was approved and would be done the next day or two.Initial Complaint
04/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On March 6th my husband and I went to Ashley homestore to buy a new couch. We picked out the ******* 4pc sectional. We were told it would be **** weeks. A few days later we got emails saying our sectional was in. So I called on march 12th they said 3 out of the 4 pieces were there. The last piece would be in on March 21st. We set up for them to deliver on March 26th so I called on March 22nd was told our couch was not there. It would be the end of April to almost July before we get it and that we could pick out another sectional if we wanted. We felt like they sold the 3 pcs to someone so that same day I went to the store after work and picked out a new Sectional. I picked out the Reidshire sectional and was told we can have it by April 2nd. April 2nd rolls around after confirming our delivery window of 3-7pm for that Saturday. its 7pm and no sectional. I call the store and was told we were delivery 14 and they were running behind and still on delivery 12. That our couch should be delivered by 810. We waited till 930 pm and still no couch. No call or no show. I called April 3rd was told it would be delivered that day due to the truck "Braking down" this was at 11am when the store opened. called at 2pm still no couch was told by 515 we would have it. Called again at 6pm and was told they don't deliver on weekends and that we were lying. We asked to cancel our order and get refunded the money for the delivery and was told that they cant cancel it or refund us any money.
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Customer Complaints Summary
18 total complaints in the last 3 years.
2 complaints closed in the last 12 months.