ComplaintsforAshley HomeStore

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased furniture in March 2024 and used Ashley's financing through *************** Adding the Ashley card to my synchrony bank online account with no issues, however the balance remained ZERO for 60+ days. When I contacted synchrony, they advised I must be within a promotional period where payment's haven't yet begun. Another 60 days go by, and I get a call from a debt collector about a "TD financial debt" that I knew nothing of and thought it was a scam. It wasn't until AUGUST that I got a statement from Ashley in the mail, and noticed the website to make a payment was through TD financing. Now that I had the right account info, I was able to log in and noticed how LATE I was. Not only was I charged significant late fees, but this likely has impacted my credit. I've tried 6 times to contact Ashley customer service only to be left on hold for HOURS. I will require an adjustment to late fees, and extension on no interest financing given the fact I was unable to make a payment for FIVE months. Screen shot attached showing NO statement until August.

  Business response

  08/21/2024

  Good Afternoon,

  May we please have complaint ID Number # ******** transferred to Broad River Retail, LLC for processing?

  Thank you,

  ***********************************| Customer Experience Specialist

  Ashley Global Retail, LLC

  2998 Broadway **************************************

  p : ************ | *********************************************************

  www.ashleyfurniture.com

  Customer response

  08/28/2024

  Here is the latest account statement. 
  
  The store was:
  Ashley Furniture
  *******************************
  ****************** 

   

  Please let me know if you need anything else.

  Business response

  08/30/2024

  Hello Team,
  
  Thank you for bringing ************************ concerns to our attention. We sincerely apologize for any frustration this situation may have caused. Our goal is always to provide a positive experience for our guests, and we regret that this was not the case for ********************.
  
  We have made several attempts to reach ******************** by phone on August 29th and 30th, leaving voicemail messages, and weve also tried to connect via email, but have not yet received a response.
  
  We are eager to address ************************ concerns regarding his financing. Please encourage him to contact us directly at *****************************, to speak with his resolution expert. We are here to assist him and resolve the matter as quickly as possible.
  
  Best regards,
  Ashley Customer Experience

  Customer response

  09/03/2024

   
  I am rejecting this response because:

   

  I have responded via email and made 4 attempts to call that number back! I responded to the email explaining that it was unacceptable to call me at 8:30 on a Friday evening, especially during a holiday weekend then proceed to get calls on a Sunday and Holiday???

  I will attempt to call the number provided again (there is no option to enter an extension so not sure why one is provided) when I am off work today. 
  

  This matter is NOT resolved. 

  
  

  Business response

  09/04/2024

  Hello team! 

  Thank you for bringing ************************* concerns to our attention.

   We have been in direct contact with ********************* to discuss her situation. During our conversation, we informed her that we have requested an extension of her financing period to assist with her current concerns. However, regarding the late fees, we advised ********************* to reach out directly to ******** These fees are a result of their inaction and lack of communication, which are matters that ******* will need to address directly.

  We are committed to supporting ********************* in any way we can and will continue to assist her through this process.
  If there are any further questions or concerns, please feel free to reach out to us.

  Sincerely,
  Ashley Customer Experience

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a $4,000 order on 7/24/24 for a new mattress and bed frame. Delivery was delayed several times, lack of communication from the store. Our delivery finial shows up today and the bed frame is the wrong color. Honestly, do you even care about your customers? Extremely disappointed and deflated, Additionally The mattress they delivered is incorrect as well. Still no response from anyone at the store.Update, I went to the store today 8/24/2024 at 10am. I spoke to **** the General Manager. He was busy with an event today but assured me they will make it right, and I would hear from him on Monday.Update, no response from **** the General manager on 8/26 as he promised. I called the store(2:47pm) thinking maybe he got busy and forgotleft a message with ***. Its now 8pmno call. What can I do?

  Business response

  08/27/2024

  To whom it may concern,

  We have spoken with the customer and are working towards a resolution. 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

  08/27/2024

   
  I am rejecting this response because:
  
  we have not come to a resolution. We did speak to ******( customer care at ********************************************* today, she said it could take ***** hours for her to review her records before coming up with a possible solution. Until that conversation happens, we are no further along then when I filed the complaint in the first place. 
  

  thank you, 

  *********************;

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

  
  

  Business response

  08/28/2024

  To whom it may concern,

  Thank you for bringing this issue to our attention. We have provided the customer with information resolving this complaint. 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
  
  

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18, 2024 I purchased an Ashley Hybrid King ********* Within two days I cancelled the order and was advised that I would be refunded back onto my card that I used to purchase the item. Since then, I have not received any refund. I have called and reached out to this company several times and have been told they mailed me a check However, nothing has been received. The first check they mailed out was sent to an incorrect address. Since then I have been checking my mail and I have not received any refund. Ultimately I had to get a new debit card number in fear that I was possibly scam. I wish to be able to get my refund in cash or to be able to pick up the check at the corporate location.

  Business response

  08/24/2024

  To whom it may concern,

  Our accounting management is not available on the weekends however we have sent a request to track a check that was mailed on 7/24/24. and to coordinate the best course of action to ensure that we can get the refund to the customer. 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

  08/24/2024

   
  I am rejecting this response because:
   
  I have spoken to this business several times regarding my refund and I have been getting the run around. I am very upset that it has been since July 18th and my refund has not been received. 

  Business response

  08/24/2024

  To whom it may concern,

  We are committed to getting the refund to the customer however the accounting department is not in office on Saturdays or Sundays. We will be in contact with the customer by end of business on Tuesday to convey the findings and best course of action to provide the customer with the refund. Without accounting personal in office, we cannot provide the customer with an answer or a course of action at this time. Please allow for the ***** business hours to review the accounting information. 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

  08/24/2024

   
  I am rejecting this response because: It has been over a month and this has not been resolved. Every agent I have spoken to has said it has to through the accounting department. Yet, nothing has been resolved. 
  
  

  Business response

  08/27/2024

  To whom it may concern,

  We have confirmed with the accounting department that the previously sent check has not been cashed and have requested a new check be issued for pick-up at our **************** location in *********, **. Once we have this confirmed, we will update the customer with the details for the pick-up date and location. We understand the customer's concern and as stated, we are committed to getting this resolved for the customer.

  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

  08/27/2024

   
  I am rejecting this response because: I have been told this several times and nothing has been resolved. I am requesting to pick up my refund tomorrow. This has been an ongoing issue since July *******. I am very dissatisfied with Ashleys home store. I have never had this occur at any business Ive shopped at before. 
  
  

  Business response

  08/28/2024

  To whom it may concern,

  Thank you for bringing this complaint to our attention. We have been in contact with the customer and have made an appointment for a refund check to by picked up by the customer at our **************** on Friday, 8/30/24 at 8:00 am. 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

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time I am filing a complaint against Ashley HomeStore for the same order (different issue). The first time, I received a couch with a broken frame and the business took over 25 days to send me parts to fix it and it would have taken another two weeks to get a craftsman to my home to repair the couch. Ashley agreed to deliver a new couch to me, which is when I closed the first issue.Upon receiving the replacement couch, the frame was also broken on this one in addition to stitching defects (see images). I refused delivery for this second couch. The corporate representative I am working with, ********, has ordered a third couch, which Ashley says is ready to be delivered to me. I never said or agreed to wanting a third couch.I have taken off work twice now as well as spent hours on the phone with Ashley. I do not want to risk taking more time off work to receive yet another defective couch. I asked for options if kept my original couch I have now as-is, and Ashley HomeStore only offered $270 plus goodwill compensation, which they will not tell me what that is/how much until I sign for a new couch.This situation has been going on for almost 60 days and I am very tired of the back and forth. The end result I want is to keep my current couch for a full refund, which the corporate representative said has been done in the past with other customers.

  Business response

  08/24/2024

  To whom it may concern,

  We have reached out to the customer to discuss several options to resolve the customers concerns. We are waiting on a response from the customer to move forward. 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
  
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 25th, 2024, I placed a significant order totaling $16,143.02. Two bedroom sets, a dining room set, and a living room set. I was pleased with most of the items, the main bedroom set was a complete and utter disappointment. I specifically ordered a white/grey bedroom set, relying on the product descriptions and images provided both online and in your store. However, the delivered set was unequivocally grey/grey. This ***** color discrepancy clashes jarringly with my existing dcor, rendering the set unusable in my home. I felt deeply misled and cheated, as if I had fallen victim to a bait-and-switch tactic. The set exhibits a noticeable defect in its finish. I immediately voiced my concerns to the delivery personnel, highlighting the color discrepancies. I was not informed of my right to refuse the delivery. I promptly contacted my salesman and the customer service department, only to be met with unfulfilled promises of a managerial callback. The next day, my attempts to escalate the issue proved equally fruitless. The store manager offered vague assurances of a potential return. The corporate office acknowledged the color variation issue but attributed it to manufacturing inconsistencies a crucial detail conveniently omitted from your product information. During my numerous interactions with your representatives, I was even provided with incorrect information regarding the identity of the company's CEO. A voicemail from an employee named ****** further exacerbated my frustration. She summarily dismissed my return request, despite admitting the color discrepancy and its inherent variability. Her offer of a meager $700 credit is a slap in the face, considering the significant cost of the set and the blatant misrepresentation involved. I categorically reject this inadequate offer. I refuse to settle for a product that does not match its description and suffers from manufacturing defect. I want to return this defective set for a full refund.

  Business response

  08/20/2024

  To whom it may concern,

  We have spoken to the customer and have approved a reselection exchange of the items with color variation. The customer is satisfied with this option and will be in contact with the retail team to process the reselection exchange. 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

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 17, 2024 I purchased a living room sofa and a dining room table set. Table got delivered as expected and all was well in the world. Then, I noticed some of the finish was starting to chip off. So, I reached out about doing a warranty claim which was a whirlwind of two to reach someone (getting transferred around and jumping through hoops), until I finally found chat support and they promptly scheduled me an appointment to get the damage looked at (order #********** is what's on the ticket). On August 9th, the ***air person came, saw the damage, said it was unfixable, I would get a callback within 48 hours for next steps on how to receive my credit, and told me "good luck with your next one". He did explain that the damage to the table was "clean" but, it was to the wood so he couldn't fix it, nor did he blame me for the damage. All is fine, at this point, I'm ok with the process and what have you but, today, August 15th, I call in to follow up on these next steps as I heard NOTHING about it and am being told it's not covered because it was deemed accidental damage. This is complete nonsense as there was no accidental damage to the table. All we do is use it as a table and the finish wearing out isn't exactly a gash. It's more like a clean circle and you can see slight marks of it peeling. I want what was promised to me by both your *** and the ***air person i.e a ***lacement table or a credit to get another table. It's absolutely absurd that a table bought a few months back is already showing blemishes when your company is quick to state that you sell quality furniture. I've had better luck with my **** furniture.

  Business response

  08/16/2024

  Thank you for forwarding the guest's concerns to us.

  We understand the guest's frustration but, after the service technician's visit and inspection of the table it was determined that the damages in question were consistent with harsh chemicals, scented oils, perfumes and colognes.  The damages occurred in the residence after delivery.  Unfortunately, due to the size of the damaged area being too large, even a courtesy repair to assist the guest is not possible.  It was determined that the damages being caused by someone or something within the home over the past six months, we are unable to accommodate the guest's request for a replacement as this falls outside the limited manufacturer's warranty.

  Kindest regards,

  Customer response

  08/16/2024

   
  I am rejecting this response because: this is an absolute cop out on your part and refusal to stand behind your products. He took 1 look for 2 minutes, told me you would reach out to me with ***lacement options and left. I got no call, no ***lacement options, and Im having to chase your people down to get what I was promised. I suppose its my fault for not getting this in writing.

   

  i simply want what your ***air *** said would happen, a credit for a new table given this one is CHIPPING after 5 months. Again, he set those expectations as did your chat *** when I requested the service (go look at your logs). 

  
  

  Business response

  08/16/2024

  Hello team, 
  
  We appreciate the opportunity to address the concerns raised by ****************** regarding the chipping issue with their table. We understand their frustration and regret any miscommunication that may have occurred during the service process.
  
  After reviewing the case further, we called ****************** and left a voicemail offering a $200 refund as compensation for our inability to provide a replacement table. We believe this is a fair resolution, considering the circumstances, and hope it will help address their concerns. If he would like to accept this, he may do so by calling ************ and speaking with a customer experience advisor. 
  
  We apologize for any inconvenience this situation has caused and remain committed to resolving this matter to the best of our ability.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch from Ashley Furniture back in 2022 at ***********************************************************************************************************************. We went through a payment plan to pay off $3,565.99. We initially had issues with the delivery when they cancelled the delivery multiple times without us knowing, they then delivered the wrong pieces and didnt receive the couch for almost 2-3 months from the initial delivery date. We fought for months to get the delivery charge taken off and took another 3 months to remove the charge. Fast forward to 2024, our last payment in June was of $122.99 so we payed that bill on June 14th,2024. Now in August, we received a bill of $344.22, with no explanation of what it is for. We have tried logging into the online portal, which is now MyTDFinancing.com/Ashley, and the portal apparently shows we have no billing statements for the past 2 years when we did have billing statements on the old portal. We cant get into the old portal either because they shut the site down. They have provided a number to call for any issues we have regarding our bill **************, and you cannot reach anyone either. I have sat on hold for the past 2 days (August 13th, 2024 for 1 hour and 7 minutes, August 14th, 2024 for 1 hour and 17 minutes) without even reaching 1 person to talk with. They make it impossible to reach someone and I cant see any statements in the portal to see what the charges are for.

  Business response

  08/15/2024

  Good morning,

  Thank you for bringing this to our attention!  We are so sorry for any inconvenience that this has caused.  As TD is a 3rd party lender, we are not able to directly resolve the issues.  We have requested that TD has a representative call the guest at the number provided on this complaint.  They will reach out as soon as possible to further assist and answer any questions!

  Thank you,

  Ashley HomeStore

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

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep frustration and dissatisfaction with the service I have received regarding a recliner sofa purchased from your company in mid-July 2024. Within less than a week of delivery, one of the reclining chairs encountered a mechanical issue. I promptly filed a claim and was informed via email that it would take 2-4 weeks for the necessary part to arrive. Once the part arrived, I contacted Ashley Furniture as instructed, only to face an additional two-week wait for a technician.Today, August 13, 2024, was scheduled for the repair, yet despite numerous phone calls from my husband to your customer service, we have received no clear information or resolution. **************** representatives have been unable to provide a specific timeframe or confirm whether a technician has been assigned, and we have learned that the distribution center closes at 2 p.m., which means the repair has not been completed today.Given that we have not been able to use one of the reclining chairs properly due to the issue, and considering the extensive delays and inadequate service we have experienced, I request immediate action to resolve this matter. Specifically, I expect either:A new couch to be delivered promptly, or An expedited repair with a confirmed appointment time, ensuring that the technician arrives as soon as possible.Please address this issue urgently, as our patience has been exhausted. I look forward to your prompt response and resolution.

  Business response

  08/14/2024

  Hi there!

  Thank you for bringing this matter to our attention.

  We deeply apologize for the issues you're experiencing. 

  Unfortunately, you have reached a separate licensee. Our licensee covers NC, SC, and GA. 

  We recommend contacting the retail store in which you purchased from directly or refiling your BBB complaint to the correct licensee.

  We wish you all the best,

  Customer response

  08/14/2024

   
  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TV console was purchased on 6/21/2024 at the ****** store in ******. Item was delivered DAMAGED on 7/18/2024. Someone attempted to repair the item with a touch up marker. Damage was shown to the delivery service, but they REFUSED to take the item back. Called Ashley customer service ************ 7/18 at *******. Was told that delivery service hadn't processed in the system, and I needed to call back the following day. Called ****** customer service ************ 7/20 at ******. Was told I should have made the delivery guys take the console back. **** said that the item is no longer in stock, and I need to contact the ****** store in ****** to make arrangements for them to pick up the console and order something different.Called ****** store ************ 7/20 at 2:37PM and was told that I received inaccurate information from ************. Was told to call ************.Called ****** customer care ************ on 7/20 at ******. The lady I spoke with said that she could have the service pick up the console. Once the console was picked up, ****** would issue a REFUND to my debit card within 7-10 biz days.Damaged console was picked up on 7/25/2024 (I had to take off from work) Called ************ 7/29 at 4:29PM. Operator confirmed that credit had been issued and will be received within 7-10 biz days.Called ************ 8/5 at 4:15PM to check status of refund. Was told that the refund had NOT BEEN ISSUED yet. Operator said she'd expedite refund, and it would be refunded to my bank account in 7-10 biz days.Today, 8/12 still no refund! Every phone call has been ***** minutes long!

  Business response

  08/13/2024

  Hi there!

  Thank you for bringing this matter to our attention.

  Unfortunately, you have reached the incorrect licensee. Our licensee serves **, SC, and GA. 

  We recommend refiling your BBB complaint for the correct licensee to get this matter resolved. 

  We wish you all the best,

• 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. 
  

*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. ↩