ComplaintsforAshley HomeStore

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a mattress and sheets and a mattress, protector and pillows The store insisted that we take the sheets, the mattress protector, and the pillows that day and we asked can we wait until the mattress gets delivered and they said we would prefer you to take them now so we took them. We called them within two days to cancel our order for the mattress, and we asked to return the mattress, protector and The sheets. They are in the same box that they gave us Unopened. Not used I have I have called and asked them to take back the sheets and mattress protector and I kept getting the runaround for a week. Finally, I spoke to somebody and she said they couldnt take them back once they leave the store. I said this to the manager and she said oh yes, thats happening to a lot of people. Ill have to let the sales staff know. I think its a gimmick they want you to take the stuff knowing that it cant be returned and then youre stuck with it. All I wanna do is return the sheets and the mattress protector and not have to pay for them. Other stores let you return sheets and protectors unopened. Ashley did not tell us they were non returnable. Very dissatisfied with the customer service we are receiving. We put this on their no interest payment plan for 5 years. We just want to return and not have to pay for these 2 items!! In the pictures it is items 2 and 3

  Business response

  07/09/2024

  Hello,

  Thank you for bringing this to our attention!  It is our policy that once items have left the store, we do not allow returns.  However, as the mattress protector and the sheets are unopened, we have authorized a courtesy return on these two items.  Once the items have been received back to the store, we can process the refund.

  Thank you,

  Ashley Customer Care

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 26, 2024, I purchased bedroom furniture totaling $10, 315.09. I paid in full using **** credit card. The customer code and sales order from the receipt are ********** and **********, respectively.Yesterday, July 2nd, at 2:15pm, I received a call from *****, the sales agent, stating my order, with the exception of the dining room buffet, will be delivered on Thursday, July 4, between 8am and 11am.I immediately made arrangements to have all of my furniture removed from the master's bedroom and made changes to my holiday weekend to accommodate a 4th of July delivery.Yesterday, July 3rd, at 6:22pm, I received a phone call from ***** stating there was an issue with my order and that the bed is not being delivered but has to be reordered. This is unacceptable. I immediately informed Ashley Furniture that I am cancelling the order and require a full refund. I received text messages from ***** attempting to keep my service by offering $200. It was denied. The manager, or a person claiming to be the manager, called and I also told him to cancel the order. He stated he put in the refund request. However, this morning, they attempted to deliver. I politely informed the driver that I had cancelled the order. I took a picture of them leaving for documentation purposes. I am demanding my refund of $10,315.09. Ashley Furniture is not disputing the refund...they are delaying the refund stating I have to wait until the truck returns to D.C. I am not responsible for furniture I did not receive or accept. Nor am I responsible for the driver and the contents in their truck!

  Business response

  07/05/2024

  Hello,

  Unfortunately, our system does not allow us to cancel orders when there are items on the truck because the order is locked on manifest.  As soon as the truck was received back to the distribution center, we processed the cancellation and full refund.  We are sorry for any inconvenience that this may have caused.

  Kind Regards, 

  Ashley Customer Care

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  The refund was credited to my account today, July 8. Therefore, the issue is resolved.
  
  Thank you. 
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/11/2024 a queen *** set was purchased (platform frame, headboard, bunkie board, and mattress). Items were delivered on 6/21/2024 and put together on 6/22/2024. The bunkie board did not fit the set purchased. I called the same day 6/22/2024 and spoke with *****. She requested photos and measurements, and determined that the measurements of the frame and bunkie board were indeed correct, we were unsure why the bunkie board was not fitting the set. She stated that the frame purchased actually did not need the bunkie board and started the return process as my husband and I do not own a truck and have no way of getting the unused bunkie board back to the store. At 1810 on 6/22/2024 I received an email stating that my return request was denied.On 6/24/2024 I contacted customer service to once again request a refund. Their return policy clearly states that if an item is damaged or defective they accept returns. A bunkie board that does not fit its intended frame is by definition: defective. ******* was quite rude with me, denying that the bunkie board was defective and without warning put me on hold and sent my call to the Raleigh store.The gentleman at the Raleigh store politely took my information, but no word has been returned.This is not a case of buyer's remorse. We are not looking for a return of the entire set. Our only request is to return the bunkie board so it doesn't end up in a landfill, and a refund of the $175.00 we spent on the defective item.

  Business response

  06/26/2024

  Thank you for bringing this to our attention. We have approved a courtesy return of the bunkie board as the item cannot be used. The item is scheduled to be picked up next week and the refund will be processed within approximately 7-10 business days once the item has been received.

  
  Kind Regards, 

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought furniture strictly on line, never having seen or touched the furniture first. I was not pleased with the quality and feel of the furniture. Their website says returns within 30 days. Did not honor this. I called to process a refund four days after delivery and was told that I only had three days to change my mind. Cannot get anyone to work with me. I am stuck with shoddy furniture that I hate. In talking with ******* reps I was told sorry more times than I could count. So I guess they are Sorry *******. Wouldnt go there.

  Business response

  06/25/2024

  Hi there, ********!

  Thank you for reaching out to us.

  We deeply apologize for the inconvenience. 

  Please note, our online return policy states: "You have 72 hours after a Home Delivery of an online order to report if an item is delivered damaged, defective or if you are unhappy with it in any way. Call the phone number on your emailed order confirmation and we will work with you to repair, replace or pick up the item for a return. Items ordered online for In-Home Delivery with manufacturing defects discovered after the 72 hour return period may be covered by the manufacturer's warranty, if any; please contact the customer service number listed in your emailed order confirmation for assistance."

  We received a return request for your order on 6/24/2024, five days after delivery was completed on 6/19/2024. 

  Attached is a link to our return policy for home delivery: ****************************************************************************************************************************************************************************

  Please note, standard shipping (via ************** items have a 30 day return policy however, home delivery via our delivery team has a 72 hour return policy.

  We cannot honor a return at this time due to the return request being made outside of our 72 hour timeframe. 

  Should you have any further questions or concerns, do not hesitate to contact us at ************.

  Kindest regards,

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased product from Ashley Furniture on March 2nd 2024 for $3,263.47 in which i was told that i would be contacted when the furniture arrives and at that point a delivery date would be scheduled. a month went by and i never received a phone call. i made a call to Ashley's on April 16th around 9am to check on the status of my order and i was told that the product had not arrived yet and that they would call once the product had arrived. Another month went by and I made another phone call to Ashley's on May 3rd to be told that all of my order had arrived except 2 pieces. I asked if their was a date when the other pieces would arrive and i was told by the customer service rep that they could not see a date but would call once the rest of the order had arrived. i then requested to speak to the sales rep at the store. I was then connected to ***** at the store. He told me that the couch that i order was a big seller ant that it would be another month before I received anything and that I should receive a call in June. I called back on June 3rd to check the status once again and was told that the other pieces still had not arrived. I then requested a refund and was told that ***** would have to be the one to process the refund. ***** was not in the store and i was told that i would receive a call back once he came in for his shift at noon. I waited until 2pm for his call in which i never did and i ended up calling back. i told him that i wanted to cancel the order. he stated that he would cancel the order and process the refund and it would take 5-10 business days to receive payment. I called back on Friday June 7th to make sure that the refund was processed and i was told by the customer service rep that the refund was not processed. She stated that she was sending an email to escalate the refund. I called back on Tuesday June 11th to check the status of the refund and i was told that the refund was never processed by *****.

  Business response

  06/12/2024

  Thank you for forwarding the guest's concerns to us.  We are pleased to confirm that the guest's refund of $3,263.47 has completed processing and was applied back to the original method of payment on June 12.  The guest should contact their financial institution to verify receipt of the funds if needed.

  Kindest regards,

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this **** with charter communications, I do not have contract with TDRCS/ASHLEYFURNDSG, they did not provide me with the original contract as i requested.

  Business response

  06/11/2024

  Hi there!

  Thank you for reaching out to us.

  Unfortunately, I am unable to locate any account information using the the information provided. It appears you have contacted the incorrect licensee/franchise. Our licensee covers **, **, **, and parts of **. We do not cover any guests in ************ 

  Please contact Ashley Furniture Corporate at ************ regarding your inquiry.

  Kindest regards,

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional from this exact location on 11/23/2022. I was advised by the sales representative to purchase a warranty which would cover all damages related to furniture. I paid $400 for the warranty with the purchase which has been paid in full. I filed a claim on the couch due to damage from my children. The warranty claim was denied and I was provided the contact information for companies to repair it at my own cost. This was not the information I received and was told the warranty would cover it. I called the store and asked directly "hey, does your warranty cover tips tears ect to upholstery and was told immediately yes. I asked why did the warranty company deny my claim if this is what your sales pitch consists of?" I was put on hold and then told to contact customer care. I contacted customer care today 6/10/2024 @ ************ and was told there was nothing they could do. This is false advertisement on the companies behalf and its misleading to customers. If they do not wish to honor their warranty services I would like a refund on my warranty.

  Business response

  06/18/2024

  Hi there, *******!
  We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. 
  
  We acknowledge your frustration and would like to thank you for your patience while we get this resolved for you. 
  We have contacted ************ on your behalf to get further information as to why the claim was denied. ************ stated, they have denied the claim as the photos show the damage is seam separation which is not covered under their protection plan. They do cover rips and tears but not seam separation. 
  While we understand that this is an inconvenience for you, ************ is a third party protection plan provider in which we have no authority to override their decisions. Your are outside of your one year manufacturer warranty therefore, we cannot assist with restoration/repairs. 
  However, you can contact ************ by calling ************ to request a prorated refund for your protection plan. This refund cannot come from Ashley Home Store directly as it has been 2 years since the purchase of the protection plan. 
  We appreciate the opportunity to review this matter.
  Kindest regards,

  Customer response

  06/18/2024

   
  I am rejecting this response because:it has not been two years since the plan was purchased. The plan was purchased in December of 2022. It will be two years as of December 2024, and the plan has NOT had any claims therefor I am requesting a refund.
  
  

  Business response

  06/18/2024

  Hi there, *******!

  While we understand your frustrations, A full refund must be requested within 30 days of delivery. Furthermore, the refund must come from the protection plan provider as they are a separate company than Ashley Home Store. You will need to contact them at ************ to request the refund. 

  Kindest regards,

   

  Customer response

  06/18/2024

   
  I am rejecting this response because: the number you have listed goes to someones personal cell phone number and is not a valid business number. You are not an even taking this seriously. 
  
  

  Business response

  06/18/2024

  HI there!

  My apologies for the typo.

  The phone number to ************ is ************ which is the number you would have initially called when you filed the claim. Upon speaking with them, you can request cancellation of your plan and a refund.

  We appreciate the opportunity to address your concerns.

  All the best, 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress and it was deliverd on may 30th 2024. I slept on it Saturday night and woke not being able breath very good and rash on my arm chest was hurting. I went to to urgent care and they checked me out called a steroid medication and told me not get around the mattress; I contacted Ashley and they said they couldn't exchange the mattress that it would have come from customer care. I talked to customer care and said for me to contact Sealy mattress company . I did and they said nothing they can do. they that was Ashley that would have to make the exchange. I just want to get credit back on my card and I will not deal with them again and come and get the mattress I purchased from them.

  Business response

  06/06/2024

  Hi there, ****! 
  
  It was a pleasure speaking with you today.
  
  As discussed, we have approved a reselection exchange for your EUCLID AVE FIRM QUEEN *********** Your exchange order number is: 1093338633.Please head to your Ashley Home Store located in *********, ** and provide them the exchange number and select your new mattress.
  
  Once your new mattress has been selected, our retail team will schedule a date for the delivery of your new mattress. During the delivery of your new mattress our team will remove the original mattress on your behalf. Please ensure all sheets/protectors are removed and there is no staining as our team cannot remove mattress that have been soiled.
  
  We appreciate your patience in getting this matter resolved and look forward to delivering your new mattress.
  
  Should you have any further questions or concerns, do not hesitate to reply directly to this email or call me at ************.
  
  Kindest regards,
  Armani 

  Customer response

  06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashley delivered a TV stand/cabinet with a crooked door. The repair man refused to fix this and left it in worst shape. Ashley replaced the unit, but it had the exact same problem. I requested to return all the furniture purchased (as it was all matching).Ashley is now stating there is nothing they can do.

  Business response

  06/04/2024

   

   

  Hey there!

  Thank you for bringing this concern to our attention.

  Unfortunately, We are unable to access any orders with the information provided to us.

  This guest resides in ** please forward this complaint forwarded to the appropriate licensee.

   ***************************

  **************************************************************************
  Daytime Phone: ************
  E-mail: *******************

  Thank you!

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Model: ***************** U2570582 - These items were delivered on May 2, 2024. While the delivery persons were still here, I pointed out that there was an issue with the couch and that it looked defective. He told me that it was just the leather and that it would straighten itself out in a few days. I then said are you going to contact someone to tell them? He said I will take picture and send it to them. I said, shouldnt we call someone? He said no, it will work itself out in a few days. Unbeknownst to me, the delivery people are not employees of Ashley Furniture, although he led me on to believe that he was as he never told me that he wasnt. Are these people not trained to explain to the consumer that they are ONLY the delivery service and are not affiliated with Ashley Furniture and that I should contact Ashley Furniture??? The master craftsman came to fix my sofa on Friday, May 31, 2024. He was here for a couple hours. He completely dissected every part of my sofa, stuffed it with the materials that were delivered. He somehow managed to cause the left side of the sofa to separate from the console area making a 2 inch gap, causing it to shift while reclined, and there is a piece of wood that sticks through the gaping hole between the back cushion and the seat cushion. This is due to him saying I can fix the seat to pull it back a bit. The left side of the sofa now slopes to the left, the ********** cushions are uneven, sloping to the right. While he had the back and seating/leg/foot section removed/separated and upside down on my floor, he for some reason needed to shoot as many as at least ***** staples into my sofa, that I could see with my own eyes. This cannot be seen unless it is taken apart of which I cannot do. However, I saw it as he was doing the stapling and just before he put it back together. I want this garbage picked up and delivered to an Ashley employees home to sit on and fully refunded.

  Business response

  06/06/2024

  Thank you for forwarding the guest's concerns to us.  We have spoken with the guest who has graciously accepted an exchange for a new loveseat to resolve the issues with the one in her home.  We look forward to delivering the brand new one for the guest in the very near future.

  Kindest regards,

  Customer response

  06/06/2024

   
  I am rejecting this response because: I spoke with **** and he was very helpful in working out a solution for the issues I was having and I agreed to a delivery of a replacement sofa. That sofa arrived today, completely defective. See video. Neither side reclines properly and neither side closes properly back to a sitting position. Therefore, I rejected this sofa. The delivery drivers left and said that they would have to come back for it after they made their other deliveries. Please note, I do not appreciate your delivery driver trying to coerce me into thinking that the malfunctions of this sofa were normal (e.g., after my 3 attempts to recline the loveseat back into sitting position didn't work and he tried it a couple times after me and it finally worked, acting as if I was not pressing the right button).
  
  
  I tried reaching **** in Customer Solutions at the phone number he gave me, ************, but all I seem to get are people who can't follow instructions and three times I was transferred to three different stores.
  
  
  I want this furniture out of my house, it is NOT safe! I also want the chair removed from my house, which has not even been sat in yet and I don't want to know what unsafe problems will arise from that nor do I ever want to deal with Ashley Furniture again. 
  
  
  Requests:
  At this time, I will not be accepting any more dangerous furniture from your company and request a full refund of my monies paid for both furniture items, the loveseat and chair, $3,315.00.
  
  
  I am upset, this situation has given me anxiety. Please arrange for this chair to be picked up as soon as possible, preferably at the same time they come back for this loveseat. My BBB complaint will remain open. The best resolution now would be to honor my requests. Please see video attached of the new loveseat delivered today.
  
  
  
  

  Customer response

  06/07/2024

  The video will not upload. A copy of this was sent directly to the case worker for this complaint at ************************************************.

  Business response

  06/07/2024

  Thank you for the additional information.  In consideration of the circumstances, we are accommodating the guest's request.  A pick-up and return of the items purchased is tentatively scheduled for **** 11.  Once returned, her refund will process within approximately 7-10 business days back to the original method of payment.  The guest has graciously accepted this resolution as presented and we look forward to completing it for her as quickly as possible.

  Kindest 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. ↩