ComplaintsforAshley HomeStore

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been on months of a nightmare with them. A bed for my daughter was delivered with no hardware. A month later no date has been given for when it'll come (could be weeks could be months is what I'm told, we have no way of knowing, Say What'?). Asked for a refund. Told me I had to cover delivery fee for a bed delivered with no parts...(Umm That's called a failed delivery and no I'm not paying it). Finally they told me they'd refund me for bed and delivery so scheduled pick up for today. Guy shows up, doesn't get out of truck and backs away. I thought it was an Amazon truck at the wrong house (Ashley trucks aren't marked) especially since they had called me at 10a and said my 12-3 delivery time was moved from 3-6 and this was at 2pm. I called at 530 and asked is someone coming? Said they knocked on my door'! And "kicked it" (why would you kick a customers door? Door camera said he didn't come either nor did we see. Now they say I must reschedule, miss work again, still not refund.

  Business response

  09/10/2021

  Business Response /* (1000, 5, 2021/09/01) */ We are pleased to inform you that the return of the item has been scheduled for pick-up on Saturday, September 4. Once the item have been returned to the distribution center, then the refund **** be processed. Processing takes 7-10 business days. Depending on the credit card processing, this should be reflected in the guest's next 1-2 billing cycles.

• Initial Complaint

  08/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order at the store on March 26, 2021 for a couch, kitchen table, and chairs. I was promised by the salesman that it would take 3-4 weeks to receive. That quickly changed to 8-10 weeks after receiving an email a week later from the company about my order. At 12 weeks I finally received my kitchen table. It has been over 20 weeks since I placed the order and have not received the couch or any explanation as to why it is taking so long or when I can finally expect my order. The response has essentially been, wait and we'll get it to you when we can. I find that answer unacceptable. I went there with the idea that I could furnish my new home within a reasonable time and would never have given them my business if I knew it would take over 5 months to receive it.

  Business response

  09/10/2021

  Business Response /* (1000, 5, 2021/08/31) */ Hello, We apologize for the delay of your remining items. We were experiencing production order delays due to the Pandemic and now our supply chains and production have been further impacted due to the Covid 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 offer a delivery date once it is available. Kind Regards, Consumer Response /* (3000, 7, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this non-response. Blaming Covid for the company's inability to provide their promised services is not an answer I find suitable. Covid had been around for a year at the time of order, this company should have an idea of how the supply chain is providing products. An honest assessment at the time of purchase would have been appreciated. Even now, 10 weeks past the promised date, the company still will not provide answers. Business Response /* (4000, 9, 2021/09/02) */ Hello, Thank you for your patience. While at the present time there is no available estimated delivery date, as soon as the product is ready to ship, we will immediately contact you to schedule an estimated date and timeframe in which the delivery may take place. We truly appreciate your patience. In the meantime, if you would like to sign up for text alerts pertaining to your order, 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,

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a King bedroom set including the mattress and boxspring. I just received it last Saturday, August 21, 2021. The first night I noticed the mattress was much softer than I expected and in the store when I tested and viewed it. The mattress is lumpy and sinks significantly. New mattress are usually firm and then may lose some of its firmness but I have never had one this mushy. I called customer service to see if I could exchange it under the 90 day comfort guarantee but was informed the one I purchased does not qualify. When I ordered my furniture I was told it could be up to 8 weeks before delivery due to the shortage from the pandemic. However the rep informed me the mattress and boxspring was available now. I opted to wait and get it all together. I now believe they may have sold me the showroom display because it does not feel new at all. I asked for a manager to see if any exchange could be arranged. The manager did not contact me.

  Business response

  09/10/2021

  Business Response /* (1000, 5, 2021/09/01) */ Hello, The mattress that was delivered to you was brand new from our Distribution Warehouse. We can understand your concerns however, we assure you this was not a Showroom display. When we sell show room items they are always clearly sold as show room items and taken away from the store with a reduced cost to reflect their as-is condition. We have also asked the store where your order originated to verify that the Mattress on your order is correct. We truly apologize for any miscommunication. However, 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, Consumer Response /* (3000, 7, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not asking for a refund. I am asking for an exchange. I thought the sales guy indicated it had a 90 day warranty. I have not had it even 2 weeks. Business Response /* (4000, 9, 2021/09/02) */ Hello, Our Mattresses are final sale items and can not be exchanged unless it is found to be defective under the Manufacturer's Warranty coverage. The manufacturer's warranty covers defects up to 10 years from the date of delivery. The Mattress has a Manufacturer's Warranty that covers manufacturing defects such as sinking or depressions. When defects are reported a technician conducts an evaluation and if it is found to be defective the mattress is exchanged for the same model in new condition. Per our conversation today we have entered a Service Order to evaluate the Mattress. The technician is scheduled for September 11th. Kind Regards, Consumer Response /* (4200, 11, 2021/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service date is September 11 but I must respond by September 7th. Not sure how I can accept something that I don't know the decision or outcome beforehand. I was not guaranteed satisfaction. And the representative was not reassuring or confident that I would be satisfied.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a couch on 6/26/21 and it was delivered on 8/21/21 at 8:45 pm, My Sales Order number is XXXXXXXXXX. When I was in the store I told Patrick the size of my living room. He sold me a couch that **** not fit. I called the store and explained that it did not fit. They gave me the run around to call different numbers, and I did so. the delivery team even stated that this unit was to big for my house. I was told today by Sherita( not sure if that is spelled correct) that I could of reused the deliver, I was NEVER told that by anyone. I feel like I was taken advantage of. I just want to have the love seat picked up so I am able to go to the store and pick something that will fit in my area.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/08/26) */ Thank you for forwarding over Ms. ******'s concerns to us. At the time of the sale, we do ask all of our guests to take measurements to ensure that the items **** fit into the space properly. Additionally, if the items do not fit or meet expectations, we ask that our guests refuse the items. Per our Terms and Conditions once items are delivered, we do not allow returns or exchanges. However, in an effort to resolve this matter we can approve a one-time reselection exchange. There **** be a store credit minus taxes and a new delivery fee **** be charged. Ms.******** **** be responsible for any cost difference for the new items. We **** waive the standard restocking fee as a courtesy. Kind Regards, Consumer Response /* (3000, 7, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have read over my terms and conditions several times and do not see where I was able to refuse the item that did not fit. I do not feel I should be paying a new delivery fee and feel I should be refunded the full amount including taxes and Ashley Homestore should wave the delivery fee. Again I told the sales associate at Ashley Homestore, Patrick Bowen, how much room I have in my living room. As a sale person I feel it's his responsibility, as his job, to lead customers in the right direction to purchasing new furniture that **** accommodate the area that they are shopping for. Not to just get the sale. If Patrick is not able to help why sell something knowing it **** not work? It is really disheartening and a let down with Ashley Homestore. It was my first experience with Ashley Homestore and this is leaving a bad impression. Also the difference (if any) should be credited to my financing account as good faith in Ashley Homestore. Business Response /* (4000, 9, 2021/08/27) */ We apologize for any confusion in regards to our Terms and Conditions. The section titled Order Changes, Cancellations and Returns has the information about the 10% restocking fee and the information about delivery fees being non refundable. The last statement of the form before the Signature Lines gives the information stating that returns/refunds are not allowed once an item has been accepted. Once an item has been delivered and signed for only the manufacturers coverage applies. In an effort to resolve this matter we **** make an exception to some of our policies. We **** waive the 10% restocking fee and we **** also have the difference between the Living Room Suite in your home and the new Living Room Suite credited back to your Finance account. Unfortunately, because we must pick up the previously delivered items and bring new items we can not waive the associated delivery fee. Sales Tax credits **** be included on the credits for the returned items. Your account has been updated with the approval for the reselection and we have alerted your local store of the approval so you can now select your new items. Consumer Response /* (4200, 11, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once I was told that I was able to go into the store to pick my new item, I looked on line first to see what I wanted to exchange for. I went to the store on Sunday 8/29/2021 and asked for a manager. Patrick Bowen was the manger there ( which was my original sales person) and he said that he has 2 other customers ahead of me. He directed me to where the item was that I wanted and I waited for him. When it was my time, I told him that the chair ( please see attached picture)I wanted was the The Man-Den Triple Power Recliner. He said great! We sat down to do the paperwork and he the price of the chair is $1699.99. I then said that I have a screen shot with a price of $1099.99 and he asked to see it. It is dated Sunday 8/29/2021 at 12:42pm. He then proceeded to tell me that he could not do it for that price. We went back and fourth numerous times and he told me that the could do it for around $1300.00 and I said that is not the price that I am looking at on line. He finally gave me the $1099.99 price and started on the invoice. He has some issues and was not able to finalize the invoice while I was in the store. Patrick promised me an invoice by the end of closing on Sunday 8/29/2021 and as of right now I still do not have an invoice showing me what I am getting or getting credit back on. I would just like for you guys to pick up the items in my house and issues my financing account a FULL REFUND. This has been the worst customer experience I have ever had and do not want to continue a relationship with Ashley Homestore. I work to hard for my money to spend with a company that dose not care about anything but getting the sale and moving on to the next customer. I feel like I was taken advantage of and I do not like that. Again I would like to have a full refund issued to my SYNCHRONY FINANCIAL account and Ashley Homestore to pick up their items from my house. I am available on Saturday's for this to be done when they are able to schedule a pick up time. Thanks ******* Business Response /* (4000, 13, 2021/08/31) */ We apologize for the delay of your receipt. However we can not pick up and return your items for a full refund. The invoice was finalized as promised with the agreed upon pricing. Your account records indicate that the changes were made on August 29th promised. We apologize for you not receiving the email. The email would have been sent from the Store not this office and we are not always aware of system issues. If we were aware that you had not received the receipt we would have sent it immediately. We have attached your receipt to this email for your review. This receipt also reflects the refund credit going back to your Finance account. Kind Regards, Consumer Response /* (4200, 15, 2021/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that you are not able to take the furniture back for a full refund. Can you please let me know what my total balance is that was financed for the couch and the chair that was just ordered. I appreciate you correcting the wrong. I **** need the delivery team to move my couch so the chair fits because the furniture was placed together and I am not able to move it on my own. Thank you for the cooperation and I look forward to hearing from you to schedule the delivery of my chair. Thanks, ******* ****** Business Response /* (4000, 17, 2021/09/08) */ Hello, Once the exchange has been completed a credit **** be applied to your finance account. The credit **** be for a total of $986.70. Your adjusted balance **** be $4,182.71. Please note this does not include any payments you may have already made on your account. We are continuing to closely monitor your order and once we have confirmation of the available date of your order we **** contact you immediately to schedule your delivery. The delivery team **** remove the Loveseat and adjust your Sofa so that the Recliner can be put into place. Kind Regards, Ashley HomeStore Customer Care

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 21, 2021 I ordered the Accrington Sofa Sleeper with Chaise at the Greenville SC store. My customer code number is XXXXXXXXXX and my order number is XXXXXXXXXX. As of today, August 21, 2021 it has been 92 days since my order and the only update I have received is that Ashley Furniture is still waiting on the manufacturer. I was told when I ordered this couch it would take 4-6 weeks. I called at 6 weeks. Was then told I should have originally been told it would take 6-12 weeks. Here we are. 13 weeks later and I still have no update. I understand things are slow due to COVID but waiting 13 weeks for a couch is absolutely ridiculous when you have no problem taking my money immediately. I want the couch I paid for.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/26) */ Hello ***** We deeply apologize that the estimated timeframe in which the product **** be available from the manufacturer has been exceeded. Unfortunately, the impact of the pandemic continues to be felt substantially throughout our industry. This is especially true in cases like this where manufacturers are often located outside the continental United States. Because of this we are unable to provide an estimate of the furniture's availability. We are keenly aware of the inconvenience this creates for our customers and sincerely apologize to you for the delay. We diligently monitor the order so that, as soon as the product is ready to ship, we will contact you to set up the estimated delivery date and timeframe. If you haven't already signed up for text alerts, please let us know if that is of interest and will can have you added so that you will receive additional information about the product as it becomes available. (If interested, please respond to this e-mail with the best cell phone number for you to receive the alerts at.) We truly appreciate your patience. In the meantime, please let us know if you would like to be added for text alerts on this order. Kindest regards,

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was reclining back in my chair and decided to put it back down only to hear the battery pack that should've lasted me 2 to 3 months beep and shut off. I had to then climb out of my sectional in order to find the plug so that I could let my chair down and then plug the battery pack up again. Instead of lasting me 2 to 3 months of regular family use as promised, the battery pack lasted approximately 18 days of single person use. I then went to check my credit card only to find that the refund of $246.63 had not been returned either (it has been 18 days total/12 business days). Again contacted customer service only to be told that the refund had been approved and she would check with accounting the next morning regarding why It has not been returned. She also told me that the battery pack has its own warranty and I have to talk with their customer service. This has been a horrible experience. I was deceived in my purchase

  Business response

  09/10/2021

  Business Response /* (1000, 5, 2021/08/27) */ Hello, Thank you for reaching out to us about this issue. Per the customer's description of the issue, it sounds as though she is looking for an extension cord. Unfortunately, Ashley HomeStore does not sell extension cords. We would encourage the customer to visit a local hardware store for assistance in selecting one appropriate to her specific situation. Thank you! Consumer Response /* (3000, 7, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want an extension cord. An extension cord would not even work for me if I had one. I have five reclining chairs one extension cord would not plug that up. I was told before I purchased this reclining sectional that I could plug each chair into one another and then one chair into the wall. Therefore I would only need one available outlet. After I got the chair I was told that I would need five available outlets to plug each chair into an individual outlet. I have been in discussions with Ashley furniture's staff ever since trying to get this issue fixed. Initially, I was told that one six motor battery pack with power all of my chairs alleviating the need for any outlet. The next day I found out that, that was not correct either and the battery pack only has a place for one plug. I then went back to the store and was told that I would need to buy an additional battery pack, Y cords, and an extension in order to get my chairs powered. The total cost of this was $246.63. The manager at the location told me I would get a full refund for this amount credited to my original payment method for the chair. I was also told that these battery packs would last me 2 to 3 months of regular family use. I was also told that as a single person living alone the battery packs would likely last me longer. I fully charged a pack and plug them into my recliners. The six motor battery pack that should've lasted me 2 to 3 months lasted approximately 18 days. Before going completely dead with no warning. In addition it has been 22 days since the refund of the $246.63 was supposed to be initiated and I still have not received my refund. I would like my refund of $246.63 and a better solution to plugging up my reclining chairs then I currently have. I would like to be able to plug them up as told to me before purchasing using one plug outlet to power all of the chairs. An extension cord is not an acceptable response or alternative to this situation. Ashley's furniture should be supplying me with whatever is necessary to plug my chairs into one another and then one into the wall. I was completely deceived before purchasing this reclining sectional and no acceptable solution has been offered to me. Business Response /* (4000, 9, 2021/08/31) */ Good Morning, We apologize for any misinformation, after reviewing the items purchased these items are unable to be linked as one unit. You can hook them to the battery packs you have, or you can get a hardy power strip to plug these into and then plug that into your outlet. The battery packs are the best bet for you to use if you want each chair to be independent of each other. As for the refund we do see that it was processed back to the method of payment on 8/6/2021, please allow 10 business days for this to be processed, if you do not see it after that point please reach out to your bank for confirmation it was completed. Thank you! Consumer Response /* (4200, 11, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good Morning, It has already been far more than 10 business days and I have not received my refund. In addition the battery pack that I received last 18 days not 2 to 3 months. I feel lied to and taken advantage of by the sales staff who told me that the recliner wouldn't connect to one and now I'm stuck with a chair that does not work for me. I should be provided with a surge protector that can accommodate all chairs plug in. Business Response /* (4000, 13, 2021/09/01) */ Hello, We ask that you please check with your banking institution to verify if the refund reflects on your account. Our records are indicating that the refund was processed in our systems on August 10. The length of time that the battery packs lasts is dependent upon how often it is used. For optimal use the manufacturer recommends that the Power Pack is disconnected while it is charging and only reconnected after it is fully charged. Unfortunately, we do not have Surge Protectors available in our stores and would not be able to provide one. In an effort to assist with resolving this matter we previously provided a Power Pack at no charge. Kind Regards, Ashley HomeStore Customer Care

• Initial Complaint

  08/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought furniture and was delivered but arm of sofa broke within a week of delivery was told could not be repaired and l would receive a new sofa to replace the one l have its been almost 9 months since bought in February want a resolution.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/24) */ Hello ******* Thank you so much for your continued ******** with us. We are pleased to inform you that the exchange of the Sofa was approved! Your delivery is scheduled for August 26,2021, you will receive a call within two business days to go over estimated arrive timeframes. In the meantime, if you require further assistance, or think of any additional questions, please reach out to us by replying to this e-mail or contacting Customer Care. Thank you!

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/26/21 I made an ONLINE purchase from ASHLEY HOMESTORE website on for: the Willowton Chest item #BXXX-XX $469.68 Order #XXXXXXXXXXXX. 7/6/21 Chest was delivered damaged. 7/6/21 I contacted Ashley Homestore to report damaged chest and sent pictures via email. Ashley arranged for an exchange. However as of today, 8/17/21 I'm still waiting for exchange. I need help expediting exchange My original order was placed on 5/26/21 and feel that ASHLEY HOMESTORE should of taken care of exchange by now. I've made several calls to: XXX-XXX-XXXX for status and they tell me they are still waiting for a shipment. I feel I'm receiving SUBSTANDARD service and being penalized because I ordered online from: ASHLEYHOMESTORE.com It was more convenient for me to place order online since the nearest store is 45. Minutes from my house. I've also called their corporate office @XXX-XXX-XXXX and they said because I ordered online I must call XXX-XXX-XXXX. Please help me. Thank You,

  Business response

  08/27/2021

  Business Response /* (1000, 5, 2021/08/18) */ Hello********* Thank you for your patience with us! After reviewing your order we are seeing that there is a slight production delay with the replacement item, however, our system monitors order availability daily so you will be informed as soon as the replacement piece is available! Once delivery can be tentatively scheduled, you will be notified at least 48 hours in advance with an estimated delivery timeframe. In the meantime, if you require further assistance, or think of any additional questions, please reach out to us by replying to this e-mail or contacting Customer Care at************** Thank you! Consumer Response /* (3000, 7, 2021/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a shame that it took 2 months to receive a piece of damaged furniture that was prepaid and then be told I have to wait for who knows how long for an exchange. Extremely poor and unacceptable customer service. Business Response /* (4000, 14, 2021/08/20) */ Hello, Thank you for reaching out to us! We understand your concerns and frustrations and sincerely apologize. We can not provide a date for your request because the dates we receive are only estimations from the manufacturers. Per the Term and Conditions at the time of sale, any estimated delivery date would be generated once the order is ready for shipment from the manufacturer. Since the COVID-19 pandemic has significantly impacted manufacturing and supply chains, this may take up to 8-16 weeks from the initial purchase date and could possibly be extended. We truly appreciate your patience and want to assure you that our sophisticated software closely monitors your order daily for product availability. We will notify you immediately once the product becomes available. 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. ↩