ComplaintsforAshley HomeStore

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furniture purchased in ****, ** store in July 2021. This review is not necessarily a review of ************ store. The sales folks were great! It IS a review of Ashley corporate! Why on earth would you continue to advertise and sell furniture that you know has been backorder for 8 months? I ordered the Havalance collection King **** dresser, chest of drawers, 2 nightstands, dining room table and 6 chairs, buffet, fold out occasional table, 2 end tables, lift top coffee table and 2 lamps in JULY! They still have not delivered, and when I call corporate they cannot even tell me what has been pulled for delivery or WHEN I can expect my furniture. NEVER again will I spend one ***** with this company. I know there are supply chain problems. I know there are employment challenges. I'm sick of hearing it. Adjust to the times or your business fails. It is a simple as that. I ordered other furniture from Rooms To Go and they didn't have a problem getting the product to us!

  Business response

  01/26/2022

  called gst for P3 social media complaint. confirmed acct info w/ gst. apologized for extended POD (now 6+ mos) and provided ETA on outstanding orders. approved waiver of cancellation fee or goodwill comp discussion (once order complete) depending on which way gst decides to go (cancel or keep waiting). adv we can alternately do a reselection if they find something in-store that is available in stock atm, too. gst will talk it over and decide how to proceed. provided my ext for future contact. signed gst up for text alerts and sent gst summary e-mail.

  Business response

  01/28/2022

  approved waiver of cancellation fee or goodwill comp discussion (once order complete) depending on which way guest decides to go (cancel or keep waiting). advised we can alternately do a reselection if they find something in-store that is available in stock at the moment, too. guest will talk it over and decide how to proceed. signed guest up for text alerts and sent guest summary e-mail.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2018 we purchased a bed and sectional sofa, along with an extended warranty. When we purchased the extended warranty, we were told that everything would be covered. The documentation states that cracking is covered.Fast forward to November of 2021, I have a broken bed frame and GBS is saying I don't have coverage. Ashley is saying I do have coverage. We go back and forth with Ashley and they say that I am covered, but they had issues with that warranty company and that's why they don't use them anymore.We've escalated the complaint through Ashley and were told that we have the upholstered bed frame covered under warranty and they would send somebody out to look at it. Three people at Ashley told me I was covered. I call back today after nobody was returning calls and am now informed that they made a mistake and that the frame is not covered. They have said that they can only refund me the cost of the extended warranty.The way it comes off to me is as such: Ashley sells an extended warranty and gets a percentage of that sale from the warranty company. If we don't need the coverage, they pocket the money. If we do however need to file a claim, they deny it and refund the $250 because it's cheaper. There are several complaints online stating this.

  Business response

  01/07/2022

  Hello,

   

   Thank you for reaching out to us! We are seeing that a reselection exchange has been set up for the customer to make an new selection on the bed. Please have customer visit their local store to make the reselection. 

   

  Thank you!

• Initial Complaint

  01/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i am writtting about compliaint 42105971-28422 i got a call from a man name ****** that told me would resolve this issue, he ordered my cushions but i told him 8 i received 6. i have call him several times and left messages but no call back i did receive the 6 cushions and they told me not to install them that they prefer to i have not heard anything else i just want my other two cushions i will install them my self if i have to

  Business response

  01/07/2022

  Hey There! Thank you for your inquiry it was great speaking with you. As I stated your last 2 cushions are being processed. The last submitted date was 12/31/2021.

  Please allow 7 to 10 business days for your order to be completed.

   

   

  Thank You For Shopping At Ashley Home Store

   

  Kind Regards

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a few pieces of furniture from Ashley Furniture in ********* **, early Feb of 2021. Many months and phone calls passed with constant conflicting information as delivery was not happening. Finally our bed was delivered end of august/ early September but without hardware to assemble it. It was left in our bedroom in pieces. We were advised this would be escalated and rushed to get us hardware so the bed would be put together shortly. It has now been over a YEAR waiting on our bed with no solution in sight regardless of numerous phone calls and escalations we have tried to make to the store and managers. They have stated they have now reordered a whole new bed set to swap out but we have yet to get a delivery or delivery date and they will not provided any further update. We had dispossessed of our other bed in March with our anticipated delivery. We have had a mattress on the floor for a year. It appears we are getting the run around after spending thousands of dollars at this store.No one will provide and email or take accountability to escalate. We had even offered to take the used show room piece in an effort to get the mattress and mess our of our room.Thank you

  Business response

  01/05/2022

  Hello,

   

   Thank you for reaching out to us! Disruptions to the supply chain created by the ******19 pandemic have led to production delays of 6 months or more for some items.  This also prevents us from being able to provide any estimated delivery date for your order until the product is ready to ship from the manufacturer.  Your order is monitored daily so that we can contact you immediately once the items are available from the manufacturer.  You will be contacted at least ********************************************************* which the delivery may take place. 
  
  We understand the inconvenience these manufacturing delays may cause, and we truly appreciate your patience as we work to complete your order.  Once the order is complete, we will be happy to discuss some form of goodwill compensation for the extended delay.  In the meantime, if you would like to sign up for text alerts so that you are updated as new information regarding your order is available, then please reply in the affirmative to this e-mail with the cell phone number at which you would like to receive the alerts.
  
  Thanks, in advance,
  

  Customer response

  01/05/2022

   
  Complaint: 16426227
  
  I am rejecting this response because: This is the same automated message I've been receiving for 7 months. I find it completely unbelievable that my furniture could be that delayed. It was supposed to be delivered in April 2021. How many other units of the same furniture have been made and sold in the meantime and delivered while I haven't received mine?  This is completely unacceptable and a terrible business practice.
  
  Sincerely,
  
  ****** / *******************************

  Business response

  01/06/2022

  Hello,
  
  We empathize with inconvenience caused by extended production delays from the manufacturer, but until the pieces are available from the manufacturer, we are unable to procure the replacements which were approved for exchange on November 15, 2021.  Our records indicate that everything from the original order was received and that the only items still outstanding, because they needed to be replaced, are the headboard, footboard and rails for the ******************* remains our goal to procure these from the manufacturer and deliver them to the guest as quickly as possible.

  We monitor this order daily so that we can contact the guest immediately for delivery once the items are made available from the manufacturer.  She will be contacted at least ************************************************************** which the delivery may take place. 
  
  We truly appreciate the guest's patience as we work to complete your order.  Once the order is completed, we will be happy to discuss some reasonable form of goodwill compensation for the extended delay in getting the bed completed. 

  The best way to stay updated on the progress of the order is to sign up for text alerts, she hasn't done so already.
  

  Thank you.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* was amazing to us when we went back on august 20th, the day we closed on our home. He helped us pick out perfect furniture. He however isnt the problem, the problem is we were supposed to receive our couch September 16th (I believe) and we are now almost into the new year with no couch. Weve had family in town for holidays and had to figure things out to accommodate them. This is absolutely unacceptable that no one has called us to inform us on anything we are the ones having to call and they give us no information.

  Business response

  12/28/2021

  Hello,

   

  This appears to be a licensee purchase. The big one in ** is Broad River.

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Customer response

  12/28/2021

  The address to the store is ********************************************************************************

  Business response

  12/29/2021

  Hello,
  
  We apologize for the delay of your Sectional. We were experiencing production order delays due to the Pandemic and now our supply chains and production have been further impacted due to the new Covid-19 variants.  We have not received your items from the manufacturer yet  and your order is still in a processing status for manufacturing. However, we are closely monitoring your order for updates. 
  
  Once we  have all of your items available we will contact you immediately to schedule the delivery. 
  
  In the meantime we do have text message updates available. These messages are sent periodically to advise that the order is pending and will offer a delivery date once it is available. 
  
  Kind Regards,

  Customer response

  12/30/2021

   
  Complaint: 16394215
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  01/02/2022

  I reject this because I would like some sort of compensation towards my ****. If youre being told your items will be here at a certain time and no one reaches out and tells you theres a delay we have to keep calling and calling and get the run around and that is just not acceptable to me. How would you like it if you just bought a new house, first time buyers and you wait almost 4 months for your couch to deliver one of the main necessities to a house. Had family over for holidays with no couch we have our old king size mattress in place of a couch and its annoying and not how I want my living room to be. Theres no point in even calling in to Ashelys anymore because they have no information and cant disclose anything. Cant disclose what exactly? Like I made the purchase theres no hidden information. We bought all our new furniture at Ashelys because we love their stuff and their customer service is amazing. I understand life is different with Covid but I hate being told one thing and then having to always reach out to them when they should be the ones reaching out to their loyal customers who are spending thousands on their products. 
  

  Business response

  01/05/2022

  The guest's order is tentatively scheduled for delivery on January 7, 2022.  The guest will be called in advance with the estimated timeframe in which the delivery team is scheduled to arrive.  Once the order has been completed, the guest should call us at ************** to discuss any goodwill compensation.  We look forward to completing the order in the very near future.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased furniture on 5/12/21 for a bedroom, Dining room and some living room parts. We were told by ***************** that we will get the furniture within 4 weeks. We still don't have any furniture delivered. On sales receipt it shows ASAP. We were given the personal cell phone number of highest authority in store ******* as well. For first few months, we were getting automated texts from business that delivery is delayed but now, no one is responding to our messages. When I reached out to ******* last time, he asked me to go to a local store and see if they can deliver. We went to a local store and they said no provision like that. No one is listening to us. Out money has been blocked and customer service doesn't respond. We are simply asking them to deliver what we paid for more than six months ago.

  Business response

  12/08/2021

  Hello,

  I just spoke with the customer and he made his purchase at an ********************** in **************.  We do not have access to his purchase and he would need to get in touch with the Ashley HomeStore he purchased from.

  Customer response

  12/09/2021

  I have been reaching out to the store since I submitted complaint last time. I spoke to the store General Manager ************************* on same day after submitting the complaint. He promised me that they are getting more items in Nov and will call me personally. He never called me back and I reached out again on 12/8/21. He said he still has some items missing and there is no new update. He promised to call me again after he checks and will cancel my order and refund my money. I have waited for 7 months, not to cancel order and take advance. They have ruined my credit, wasted many hours in follow up and I have been living without furniture for this long. At this time, I am really frustrated and don't know what to do. I have a lot of text messages from Area Manager of Ashley promising things that they never deliver. 

   

  Thank you

  Business response

  12/14/2021

  Hello,

   

  We deeply apologize for your experience and have reviewed your account.  We show that this order has been canceled and you will be receiving a refund back in the original form of payment.  Please allow up to 10 business days for you to see the refund reflect back on your account.

   

  Kind Regards,

  Customer response

  12/14/2021

   
  Complaint: 16069658
  
  I am rejecting this response because:

   

  I have been waiting for this order for 7 months. How can they cancel now, without any compensation for my time lost, my credit history spoiled and my pain?
  
  Sincerely,
  
  *************************

  Business response

  12/15/2021

  Hello,
  
  We apologize for the delays that caused your request to cancel your order. We are still experiencing many supply chain delays due to widespread effects from the Covid-19  Pandemic. 
  
  Your order has been cancelled per your request and we have waived the standard cancellation fee detailed in our Terms and Conditions.  However, we are not able to provide  compensation for an order that has been cancelled. 
  
  
  Kind Regards,  
  
  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sales associate ********************* employee of Ashley furniture sold me a mattress, and what was supposed to be a queen size foundation bed frame turned out to be a mid size bed frame. for $-1,340.61. On the of 08/20/21. After sleeping on the mattress for a few nights I realize that The mattress that was delivered to my home was not the same quality soft mattress that was shown to me in the Ashley furniture store. I've reached out several times to the company to resolve this issue for an exchange of a softer mattress or a full refund. As well as a refund for selling me the wrong foundation bed frame.********************* or the corporate office or customer service has not reached out to me to resolve this issue so I'm making a complaint with the Better Business Bureau hoping that I would be able get a full refund for the inconvenience I have also developed hip and lower back pain because of the mattress not being a soft as it was supposed to be.Customer Code ********** Sales Order ********** Thank you and I hope to have this issue resolved as soon as possible *********************

  Business response

  12/14/2021

  Hello *********************,
  
  We have reviewed your account and the foundation that you purchased was a take with item.  Per our Terms & Conditions take with items from the store are final sale and are not returnable and doesnt qualify for a refund.  Mattresses are also final sale, and this is also outlined in the Terms &Conditions providing that it is not a returnable item and does not qualify for a refund.
  
  We deeply apologize, but we are not able to further assist you with your request.  
  
  Kind Regards,

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased furniture 10/20/21 in the amount of $5582.58. The items were delivered within a week. All items received were damaged or defective. The only item that was left in my home was a bed and foundation. The same day I learned that the bed was broken and the foundation was used and dirty. The bunkie board had iron ***** on it, and the foundation had foam coming out of it and was ******** off. ****** has refused to issue a refund and has allowed for an exchange. Over a month later I still don't have a bed and there is no delivery date due to the item not being available in stock. I have asked them to remove the bed and return the item, they have refused a return stating they don't give refunds or exchange foundation. They suggested that if I want to use the room that I can take the bed to the garage to store it (seriously). I received a **** in the amount of $2704.24 requesting payment on 12/9/21 to avoid a late charge, but I don't have ANY usable furniture from this store. The items were financed through TD **** Services. They were contacted on 12/6/21 and the account has been closed. A dispute has been filed for payments being due for items that I don't have. Ashley has refused to delay the payment.

  Business response

  12/07/2021

  Hello,
  
  This matter has been resolved. We have previously approved a request to exchange the Bunkie and the bed consisting of the Headboard, Footboard, Rails and Storage Drawers. We have revised the the order to return the items. The items are scheduled to be picked up on December 10th. 
  
  The standard 10% restocking fee will be waived. Once the items have been picked up a notice will be sent to the *************** so that the balance can be adjusted. 
  
  The policy for Finance account is that once an item has been delivered to the home the billing automatically starts. Unfortunately, once started the billing can not be stopped. 
  
  An exchange order has been initiated for the Mattress. Once the new mattress is available we will schedule the date to exchange the units. 
  

  
  Kind Regards,
  
  Ashley HomeStore Customer Care 

  Customer response

  12/10/2021

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to ****** Furniture on 9/5/2021 and made a purchase for a King size bedframe and a sectional *********************. They quickly delivered the sofa piece of the sectional and of course charged me in full even though I still haven't received the Chaise portion that has to connect to the sofa in order to be functional. So here I am with a nonfunctional sofa because you can sit on it without the cushions sliding off without a chaise holding it together. I've called multiple times. When I ordered at the store they said up to an 11 week wait. Now they're saying up to 6 months due to Covid. Why did they even think it was a good idea to deliver and **** me in full for an incomplete sectional? They've done nothing to help me and if I cancel what am I supposed to do with the incomplete couch? They should either deliver the chaise or come pickup the sofa and provide a refund. I just went and purchased a couch elsewhere that will be arriving 11/27/2021.

  Business response

  11/23/2021

  Hello **************,

  We thank you for your continued patience and we deeply apologize for the delay. 

  We have reviewed your account and the estimated delivery date for the *** Corner Chaise shows for 12/3.  You will receive correspondence 2 days prior with the estimated time frame.

  We also see that you were billed for only the items you have in the home which are the King size Bed and the *** sofa.  You will receive billing on the *** Corner Chaise once we have delivered them.

  We look forward to delivering your merchandise and resolving this matter for you.

  If we have not address all of your concerns, please contact ************* at ************ so we can immediately address them for you.

  Warm Regards,

   

   

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a memory foam mattress set on July 8th, 2021 from Ashley HomeStore from ************************* she told me that this mattress would shapes my body. **************************************************************************.**************. It was delivered on August 18th, 2021 and I left town for a week before using it. When I returned and lay on the mattress my body would get numb it was extremely firm, much harder than I anticipated or experienced in the store. I have a muscular condition called Myasthenia Gravis and intentionally bought a memory foam mattress that would conform to the shape of my body. This mattress has not performed as expected. I have made multiple unsuccessful attempts to resolve this issue both in store and on the phone with them. ( 9/3 and 9/15). was transferred from person to person and have relayed this story multiple time and still no progress .I went back to the on 9/24 spoke to the manager she called customer care service and I talk to Mr. ****** he told me that I can purchased something to go on it. In addition to the mattress set, I purchased a headboard and footboard and the legs were faulty. Replacement legs were sent, but they are covered in an unidentified white power on them and I don't feel comfortable using them. This is my thirds purchased from them but my first complaint I sent pictures I have done everything they ask me to do. I made an complaint with the BBB on 10/24 but I didn't realized that it was sent to the wrong ration and this is the case #**-900011127-916-19236-3-210.

  Business response

  11/22/2021

  Hello,
  
  We are very sorry to hear about the issues that you are having with your items. 
  
  The white powder may have been from  the manufacturing process or packing materials and does not pose a threat. We have ordered replacement legs however we are experiencing some part delays. Once the legs are available they will ship out immediately. 
  
  Unfortunately, we are not able to return or exchange your mattress. As outlined in our Terms & Conditions" Mattresses, foundations, adjustable bases, Bunkie boards, metal rails, pillows, bed linens, mattress protectors, rugs, accessories, showroom merchandise, and clearance items are not returnable and do not qualify for a refund.." (this information can be located under the "exceptions to returns" section of your Terms & Conditions).
  
  
  Kind Regards, 
  
  

  Customer response

  11/25/2021

   
  Complaint: 16170265
  
  I am rejecting this response because:
  If I have to live with this mattress then I would settle for an adjustment on my account.
  Sincerely,
  
  *********************************

  Business response

  11/29/2021

  Hello,
  
  In an effort to resolve this matter we can offer a discount of  $250. The credit would be deducted from your finance account balance, it would not substitute as a payment. The credit will reflect on your account in 1-2 billing cycles. 
  

  
  Kind Regards,
  
  Ashley HomeStore Customer Care 

  Customer response

  11/30/2021

   
  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.
  
  Sincerely,
  
  *********************************

*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. ↩