ComplaintsforAshley HomeStore

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 7/26/24 Date of delivery: 8/6/24 Date of communications with Ashley Furniture: 8/8/24 The brand new power recliner was delivered and set up but not checked for proper functioning. The power recliner malfunctioned from the time of delivery in that sometimes it will recline but not return to resting position, or not recline at all. I have reached out to Ashley Furniture and talked with multiple people about getting this issue resolved, including a return of the recliner. I was told the only possibility for the return would have been at time of delivery. But, the chair was not tested for proper functioning by the delivery team at that time. The resolutions offered to me were the following: 1. A new motor could be ordered and then a service call would be scheduled. These could take weeks. 2. A replacement could be requested. The replacement is not guaranteed, but if it were, it would take weeks to get the replacement. At this. point, I would like to return the chair for a full refund including delivery fee as part of the delivery fee was to assure proper functioning of the chair.

  Business response

  08/08/2024

  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.
  
  Your exchange has been approved for the POWER LIFT RECLINER (*******). Your delivery is currently scheduled for 8/15/2024. You will be contacted 48 hours in advance regarding a timeframe of arrival.
  
  Upon the successful completion of your exchange, please contact us at ************ or via email at ************************************* to receive compensation for the inconvenience.
  
  We truly value your business and look forward to delivering your order
  
  All the best,

  Customer response

  08/08/2024

   
  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

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch from Ashley Homestore online June 2023. Less than a year later in May 2023 I was frustrated. Our couch has defective foot rests and the cushions are so worn you can feel the wood frame in between them. I was told that there are no returns and my protection plan was a waste of money. The offer I was given was a $125 and the protection plan refund within 10 days. I also was within warranty period and given NO options for that although I asked numerous times. After finally hunting for it- I do have issues that fall under my one year warranty that were told to you all in time. You all have breached your warranty, and a paid protection plan. I also never even got the $125 you all told me I would be getting. I want either: A full refund and you can come get this couch. $900.86 was paid. Or I keep it with a 50% refund of all that I paid for this and my time and energy with you all not following the protection plan or warranty guidelines which is a breach of the contract we had when I purchased this. Half is a total of $450.43.

  Business response

  08/05/2024

  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 gotten this matter resolved with our accounting department and the refund has been submitted. Due to the delay in getting this matter resolved in a timely manner, we have increased the refund amount to the maximum allotted for your order to $155.00. Please allow 7-10 business days to receive the refund back to your original form of payment.
  
  We deeply apologize for the delay and greatly appreciate your patience in getting this matter resolved.
  
  Should you have any questions or further concerns, do not hesitate to reply directly to this email thread or call me directly at ************.
  
  All the best,

  Customer response

  08/05/2024

   
  I am rejecting this response because:
  
  This was unacceptable and does not meet my requested outcome of either of 2 options. 

  Business response

  08/06/2024

  Hi there!

  While we understand your frustrations, our return policy states that return requests must be made within 72 hours of delivery. Here is a link to our return policy: ******************************************************************

  Furthermore, you have had your merchandise for over a year in which wouldn't qualify for a return per the policy provided above.

  It is important to note, we have made an exception outside of our normal process by offering a discount on the merchandise after the merchandise was in the home for nearly 11 months. 

  We cannot proceed with a return at this time nor can we approve further discounts as your one (1) year manufacturer warranty has expired and we have offered a 25% discount on the merchandise which is the maximum allotted.

  We now consider this matter resolved as the refund has been submitted. We also increased the refund due to the delay in getting the refund issued. 

  If you would like to discuss this matter further, please contact me directly at ************.

  All the best, 

   

  Customer response

  08/06/2024

   
  I am rejecting this response because:
  Yes, I did have the item for a year however, when I brought this originally to your attention, it was 10 months in and I asked numerous times for the warranty, which was within the year to be enacted as well as the extended furniture protection, plan, and warranty that I purchased. You all then also expressed then that there was nothing you could do and that it was outside of the warranty, which is untrue and violated your policies and the contract that was made when I purchased this item from you. I feel it is extremely fair to be asking for you either to pick up the item and, give me a full refund or to provide half of what I have paid due to the fact that you have violated your own warranty contract guidelines. I will not be accepting any less than one of those two options. 

  Business response

  08/07/2024

  Hi there, ******!
  
  Thank you for reaching back out to us.
  
  You contacted our customer care department via email on 5/25 expressing the issues you were experiencing with your merchandise. We replied expressing our apologies for the issue(s) you were experiencing and provided you with options to resolve the matter by offering a discount in the amount of $125 to keep the unit as-is or receive parts/service to restore the unit to showroom condition. You opted to keep the merchandise in its current condition for a discount in the amount of $125 in rather than having the unit repaired.
  
  It is important to note, the one (1) year manufacturer warranty covers replacement parts and the repairs of damages and defects within the first year. If the unit is deemed unrepairable or found to have a manufacturer defect, we will proceed with an even exchange of the unit.
  
  Furthermore, returns must be requested within 72 hours of delivery to be considered. At this time, we have increased your refund totaling $155.00 for the inconvenience. While we understand you are seeking a full return/refund or a 50% discount for the merchandise, we cannot approve this request.
  
  Please see a copy of the email communication in which repair/restoration services were presented along with the option to keep the unit as-is for a discount.
  
  Lastly, you elected to add the five (5) year protection plan at the time of purchase. You are eligible to file a claim through the protection plan provider by contacting GBS Enterprises directly at ************** to submit a claim for repair/restoration.
  
  It is our final decision that the return request has been denied and no further refunds will be awarded.
  
  If you desire to discuss this matter further, please contact me directly by calling ************.
  
  All the best,

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 21st i received a late fee for a missed payment. I called and they were to reimburse the fee due to good account standing. I asked for the loan payoff amount to pay off the entire loan. The loan was paid. I received a bill for the late fee today. I was on hold for 1 hour and seven minutes trying to talk this over with someone.

  Customer response

  07/29/2024

  PO Box 1000114

  Columbia SC 29202-3114

  Business response

  08/02/2024

  To whom it may concern,

  Thank you for bringing this to our attention. The customer purchased the order with financing through a ******* Ashley Account. We do not manage financing accounts and do not have access to the customer's financing account information. This complaint needs to be presented to ******* at ************ or ************.

  If you have any additional questions or concerns, please email *********************************** or call our ************************ at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.
  
  Warm regards,
  Ashley Customer Care
  
  

• Initial Complaint

  07/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the ***** Sideboard for $265 on July 6, 2024. Once received you could immediately notice a very strong toxic smell that made my eyes burn when taking it out of the package. The quality of the furniture is very poor and it looked very different than the picture online.Contacting customer service was a very frustrating experience. Every time I called I could never get a representative. When I called the local store they told me I could not return it there since it was purchased online. They suggested I try the chat feature online. I was able to finally get a representative and told me I would get a return order email but I never received it. I contacted them for a 2nd time and finally got the email but it didn't apply to use since it was already partially assembled and could not ship it back (at our expense). We have replied twice and have not heard back if they would at least offer us a partial or full refund. We are very disappointed with Ashley Furniture and will not be doing business with them again.

  Business response

  07/29/2024

  Thank you for forwarding the guest's concerns to us.  Unfortunately, the store is quite correct.  The guest will need to contact Ashley online to make her request as that is how the item was purchased.  To assist her, we used the contact information provided, but were unable to locate any account or order with that name, phone number or e-mail address associated with it.  The guest should call ************** for further assistance with her request.

  Kindest regards,

  Customer response

  08/03/2024

   
  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. Here is the donation receipt you asked us to send to process a full refund.
  
  Thank you. 
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered furniture from Ashley Furniture on 7-12-2024 was told it would be delivered 7-23-2024. Got an email that the number provided by sales person was wrong we corrected it around 1pm then i got a call for direction for our home and gave them to dispatch. They said they would pass it on to the delivery team. No show by 4pm i called and they said it was canceled no one could tell me why. spoke with management in **************** ****** no help and spoke with her supervisor **** no help said we would get a call by 2pm 7-24 i said that is way to late for an error on there part. Would not give me anyone else said they are the highest I can go that is a lie there is always higher up.i want this resolved they can rent a truck and have the sales person deliver it. Need this resolved with delivery and compensation by 7-24 we are living on beach cars.

  Business response

  07/25/2024

  To whom it may concern,

  The customer has already been rescheduled for delivery for 7/27 and has been offered compensation for the inconvenience which will be processed after the delivery has been completed. If you have any additional questions or concerns, please rep ***** us at *********************************** or call our ************************ at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.
  
  Warm regards,
  Ashley Customer Care
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *************** policies werent disclosed. No refund policy after 3 days they also charge a restock fee. Items such as pillows they are non returnable. After 2 rescheduling dates I had to cancel my order. I was unable to close on my house due to seller unpaid back taxes to the **** I was charged $452 restock fee. The pillows that I thought were included with my mattress actually cost $300. That charge I didnt know about until I checked my receipt. I am in for $752 and have nothing to show for it except 2 pillows that look like they came from Walmart.This store isnt customer friendly at ALL!!I would have appreciated an upfront disclosure of the return policy, no return for items such as pillows and the restock fee for returns past 3 days.BUYER BEWARE!!!

  Business response

  07/25/2024

  Thank you for forwarding the guest's concerns to us. While we are disappointed to hear of the guest's surprise regarding our policies,fees, etc. they were clearly disclosed in the Terms & Conditions attached to the sale, which the guest agreed to when she signed.  We apologize for any inconvenience the guest's cancellation of the order may have created, but are unable to accommodate her request.  If she has further questions regarding this, we would encourage her to review her copy of the signed sales receipt and Terms & Conditions.

  Kindest regards,

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased reclining sofa and matching reclining chair that was shipped from their warehouse. Less than 2,weeks after receiving the end seats on sofa and seat on chair starting sagging badly. After several phone calls and 5,cancelled appointments, their service man finally came and replaced the foam cushions on the sofa and chair. Unfortunately this did not solve the problem. The seats are still sagging as before. The repairman told us that the sofa and chair may need to be replaced if the cushions didnt work. We wanted them replaced to begin with because they did not have the same quality as the ones we saw in the showroom when we purchased them but Ashley Furnuture would not do it. This is our last step in trying to get these replaced because the new cushions did not work. Needless to say but we will not buy any more furniture from Ashley Furniture. Thanks for anything you can do.

  Business response

  07/26/2024

  Good Afternoon,

  We have attempted to contact the guest via phone and left a voicemail advising that we would be more than happy to speak with them one on one to address any of their concerns. We have also scheduled a service appointment for July 31, 2024 at  no cost to the guest to have a technician evaluate and rebuild the seat frame if needed. The guest is out of warranty for any other concerns other than frame damage which is covered for 5 years from delivery date. 

  Customer response

  07/31/2024

   
  I am rejecting this response because:
  This is ongoing because the technician only took pictures today of the furniture and said he was going to send it in. Received a message after he left that they will be working   behind the scenes to resolve this issue

  Business response

  07/31/2024

  Good afternoon,

  We are sorry that we were not able to resolve the issues during the service appointment today.  We have reviewed the notes from the master craftsman and we have ordered necessary parts to restore the item.  Once the parts have been received, the guest will need to contact us so that we can schedule a new service appointment.

  Thank you!

  Ashley Customer Care

  ************

  Customer response

  08/01/2024

   
  I am rejecting this response because:
  This matter is ongoing, now waiting for parts to arrive to then schedule another appointment.

  Business response

  08/01/2024

  Hi there!

  Thank you for reaching out to ***

  Replacement parts were ordered yesterday, 7/31/2024, to complete the restoration of your merchandise. 

  Please contact us at ************ once your parts have arrived to schedule installation by our certified master craftsman.

  Once repairs have been completed please email us at ************************************* to receive compensation for the inconvenience. 

  We look forward to resolving this matter for you in a timely manner.

  Kindest regards, 

  Customer response

  08/02/2024

   
  I am rejecting this response because:
  This is an ongoing process. Step 1 is completed with repair parts being ordered. Cannot proceed any farther until they arrive.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - June 14th, 2024 - $1140.38 - I purchased a new sectional from Ashley Homestore. It was delivered to me on June 29th, 2024. 20 minutes after the deliverymen left and I signed for acceptance of shipment, I found that the frame of the sectional was snapped and there was brown discoloration where it snapped (the couch is white). I called Ashley immediately when I saw this to ask for a replacement couch. Per the contract they were only willing to send replacement parts (1-2 weeks est. delivery time), and a craftsman to come fix the couch (2 weeks after parts delivered to me). It has been ~3 weeks and I have still not received the parts. - I have called Ashley several times to ask for a replacement sectional, since I payed for a brand new couch (not refurbished by a craftsman), and they still have not agreed to replace my couch nor sent anyone to repair it.

  Business response

  07/23/2024

  Good afternoon,

  Thank you for providing us with this information. This customer already has been approved for an exchange on 7/22/23 for the damaged item and is scheduled for delivery on 8/9/24. If you have any additional questions or concerns, please email us at *********************************** or call our ************************ at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.
  
  Warm regards,
  Ashley Customer Care

  Customer response

  07/23/2024

   
  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

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a King *** and a Queen/Full was delivered I contacted customer support the day as delivery (6/15/204) to inform them of the issue. I have emailed photos, sent texts etc and they disputed everything I said. My King ******** hangs off the bed and this was shown in photos. On 7/11/2024, Ashley *************** finally approved n exchange. Now a month and three days later, I am still without a bed after being given fraudulent delivery dates i.e 7/13/2024 & 7/20/2024 . Fraudulent because the bed is not in stock and they have no idea when it'll be there in warehouse. At this point, I just want their merchandise out of my home. They have refused to retrieve it until they finally "exchange " it for the correct item. I expressed that being that I waited over a month and was lied to, slept on the floor, had to get hotels, and slept over relatives', I simply need the merchandise out of my place. Please help

  Business response

  07/19/2024

  Hello,
  
  We sincerely apologize for the overall experience **** has had. We understand how frustrating this situation has been and we are deeply sorry for any inconvenience caused.
  
  We have approved a return with a 10% restock fee as stated in our Terms and Conditions. The return order number is **********, and it is scheduled for 7/27/24. Once the items have been returned and processed, a refund of $517.02 will be issued within 7-10 business days to your original method of payment.
  
  If there are any additional questions, concerns, or the need to reschedule, please call our ************************ at ************. Our agents are available to assist you Monday through Saturday from 8:00 AM to 7:00 PM.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  Ashley *************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 06/21/24 I purchased a ***** sectional couch in store via the online sight with help from a store employee. The couch was ****** plus ****** protection plan plus ***** tax. Somehow the total came out to 781.07.On 07/03/24 I contacted Ashley to ask when I would receive my couch, I was told delivery would be made on 07/10/24. On 07/05/24 I was texted and told the couch was discontinued and I had a store credit of ******. I refused store credit and asked that a refund be issued. I was told 7-10 business days to receive my refund. I called today 07/17/24 and now am being told it was sent via paper check and will be an additional 7-10 business days.

  Business response

  07/19/2024

  Hello, 

  We appreciate you bringing ********************* concerns to our attention. We understand the importance of timely communication and prompt resolution in matters such as these.
  
  We have contacted ***************** to inform her that her refund for Order #********** has been processed. We sincerely apologize for the delay in processing her refund and any inconvenience it may have caused her.
  
  We also attempted to reach ***************** by phone to discuss this matter further but were unable to make contact. Nevertheless, we are pleased to inform you that the refund check was mailed to her on July 17th, 2024, to the address **********************************************. ***************** should receive it within ten business days from the mailing date.
  
  We have assured ***************** that we are here to assist her with any further questions or concerns she may have. She can reach our customer care team directly at ************ for any additional support she may require.
  
  Thank you for your understanding and for allowing us the opportunity to address and resolve this matter.
  
  Warm regards,
  May
  Ashley Customer Experience 

  Customer response

  07/22/2024

   
  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. 
  

*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. ↩