ComplaintsforAshley HomeStore

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order placed: June 1, 2024 for $499 plus tax. Order delivered: I was unable to formally accept the delivery because I was in the hospital. Ashley delivered the wrong item, and I tried to get them to correct it before I moved to connectect. But was unable to get the correct couch before our movers came and I have no means to transport the correct couch to New London, CT from Illinois. Ashley made the error and because of their poor customer service they were not able to resolve this timely. I should not have to suffer because of their poor service. Please see attached list of all our attempts to get this corrected right away and their lack of response.

  Customer response

  07/07/2024

  I was able to finally talk with the Store Manager.  She was unaware of what was going on and agreed to issue us a refund.  You can close this complaint. 

  

  Business response

  07/12/2024

  I left a voicemail for ***** ********.  Item has been returned and refund completed back to finance.  This is closed. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional couch and ottoman from the chat features at *********************** on 04/27/2024, sales order #********** and CID#**********. The online my chat specialist name is Cheri ******. The furniture was delivered about a month later on May 21, 2024. The next day on May 22,2024 I called customer service repeatedly for over six hours trying to return the ottoman because the piece of furniture was too big for my space. I received the run around for hours on top of hours from customer service stating that they could not find my purchase. Finally, a rep claim she was able to find my purchase then argued with me about my purchase being made in a store and not online. I explained to her that my purchase was complete online by a rep in the Ashley Furniture my chat feature. Eventually, I called a store and asked them how to file a complaint and get my issue resolved. I was told to ask for the guest relations team. After speaking to someone is guest relations, I was told that a request would be put in to honor my refund and pickup of the ottoman. About five days later on Memorial Day I was contacted by email by the online rep who completed my order asking did I have an issue. I explained to her that I wanted to return the ottoman and she said she would take care of it. Fast forward to today 06/21/2024 I still have not received a refund or a scheduled pickup time for the ottoman. I have had several conversations through email with Cheri and we still have not resolved the issue. the *********************** site states that you have 72 hours to request a refund of a purchase for any reason. I requested a refund within 24 hours and Ashley has not been professional at all. I feel like this is FRAUD. Can someone from BBB please help get this issue resolved ASAP. I have called guest relations back multiple times and is told a manager will call me back and they never call. please see attached a copy of my receipt and email conversation transcript with Cheri.

  

  Business response

  06/24/2024

  Good Afternoon,

  This is Ashley Furniture reaching out in regards to the complaint that was submitted to the BBB. Unfortunately we cannot find the sale in question. The last online purchase in our records is from 2022.  Could you please provide us the sales number so we can investigate and review the return request? Thank you very much and have a great day.

   

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Sales receipt is attached to the original compliant.
  [Please type your response here.]
  
  Regards,
  
  ********** ************

  

  Business response

  07/01/2024

  I left a voicemail for ************ today.  The ottoman was returned and the refund gets refunded back to same form of payment.  The ottoman was financed.  It can take at least 1 billing cycle to reflect. 

  

  Business response

  07/02/2024

  I spoke to ********** today. Guest was upset about the customer service communication overall.  I did inform guest the refund can take at least 1 billing cycle to reflect.  I did submit the refund and waiting for accounting to confirm completion. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Furniture set and mattress with adjustable base was purchased from Ashley. Just over a month (32 days) of having the set, a piece of the headboard popped off and revealed a pressed board headboard with an area of the headboard lifting. It appears the headboard is pressed wood with the finish (appeared to be wood) merely glued or stapled to press wood (what a disappointment). When I submitted a claim for replacement or repair, I was told the defect is not related to the quality of the furniture, but was caused by the customer. The bedroom set, adjustable base and mattress (15K in value) were purchased from Ashley, delivered and placed by their contracted delivery companies. What about my husband and I utilizing the bedroom set and mattress as intended caused the poorly manufactured/low quality headboard to fall apart/falter as it did. I would like the headboard replacedhonestly, I would prefer a full refund of all items as Ashley does not stand up for the quality of their products nor do they care about customer service or customer loyalty.

  

  Business response

  04/26/2024

  I left a voicemail for ************ today. Guest has an open exchange order scheduled for 4/27

  

  Business response

  04/29/2024

  I left a voicemail for ************ to follow up on exchange of headboard.  Shows completed and no issues reported. 

  

  Business response

  05/02/2024

   I spoke to ***** today. ***** confirmed the headboard was exchanged.  The issue was that the base was getting caught on the headboard when raising up which caused the damage.  There is no support to keep it from hitting the headboard. I have sent guest feedback to store to ensure that they can explain if they are needing something else to put there to keep that from happening, and to inform guests of how it works, etc.  This is closed. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife ordered 9000 dollars of furniture from ashley furniture. They committed to a delivery date of Tuesday April 9th, when she would be home. The day before, on April 8th, they changed the delivery date. We told them that the delivery would have to be after 630pm then, so my wife would be home to receive it. instead they randomly showed up at 230pm on April 10th during torrential rain. I didn't know what color furniture my wife picked. When she returned home she pointed out that the bedroom set was incorrect and the mattress stained. We notified ashley immediately, same day, April 10th. The assured us that they would resolve it. Numerous days went by with them leading us on telling us they would fix it. But on April 18th they decided that they would not exchange the furniture with the correct items. This is a breach of the contract as they delivered items my wofe did not order.Further, the manager, *************************, mocked my wife's accent and humiliated her in front of those inside the store, bringing her to tears. I wasn't there for that (lucky for ****) but my wife called me to tell me. So not only did they steal from us by delivering wrong furniture of lesser quality, they discriminated against my wife. They should've exhanged the furniture for us. They are con artists.

  

  Business response

  04/24/2024

  I called ************** and unable to leave voicemail.  I have emailed ******************** as I am unable to locate an account in our system.  Requesting sale order number. 

  Customer response

  04/25/2024

  I am rejecting this response because:  I provided them my order information and receipt yesterday.   I also sent pictures of the correct furniture that is supposed to be delivered 

  

  Business response

  04/29/2024

  I spoke to ***** today.  Guest emailed me photos of the correct bed set he was to receive.  I am getting with my local store to see if I can get the correct info on this bed and I will get back with the guest to go over it to ensure it is correct.  I will follow up once I get feedback. 

  Customer response

  05/07/2024

  I am rejecting this response because:   she never got back to me.  Told me should was looking into it but then never followed up.

  Customer response

  05/21/2024

  They never got back to me. Totally ignored the request.  They stole from us.  Please ensure that their latest comment is rejected

  

  Business response

  05/24/2024

  Reached out to guest and provided the bed set of what guest sent me.  ***** stated it is not correct however that is the only set that matches the photos.  guest will need to provide a series name or go into store to select correct bed and get sku numbers.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order in store on 3/2/24 - ************* (motorized) sectional plus left arm and right arm pieces. Delivery 4/12/24. Called store 4/13/24. Wrong furniture. NOT MOTORIZED, too big for our room, sales person said that if it was too big, we could send it back, no problem. The price was $6,005.15, which is gouging when comparing it to the website. We were charged $459 for delivery and upsold for fabric and moving parts warranty, which we did not need for non motorized furniture. There is a tear on the back of one of the pieces. Uncomfortable, does not adjust to multiple positions - if laid back, it pops back up. The salesman repeatedly told us that we could send it back, no problem if it was too big. When I called (within 24 hours of delivery), he said "All sales are final". The furniture is now covered, unused, in the same condition as it was delivered. We cannot use it. Ashley Furniture, sales, store manager, guest care and escalations refuse to pick it up and cancel the sale. Sales Order #***C091769. We have been in touch with someone at Ashley Furniture daily since delivery; they refuse to help us, give full names, titles, positions, corporate address, etc. We are senior citizens and victims of deceptive trade practices. We were lied to and taken advantage of. Almost everything the salesman told us is a lie. Looking at the Texas deceptive trade practices act, they have broken several Section 17 laws. We are very unhappy and distressed.

  

  Business response

  04/24/2024

  The guest is currently working with our AFI management team in getting this issue resolved. Guest was approved for a reselection as there is a no return policy.  I will provide any updates on the guest resolution.

  Customer response

  05/01/2024

  We went to Ashley Furniture and worked with the Store Manager, *****************************.  A VERBAL agreement was reached as follows:

  Replacement furniture was ordered for a reasonable charge, to be delivered on 5/11/24 or sooner.  At that time, Ashley Furniture has agreed to pick up the wrong furniture as a return and to refund the excess charge of approximately $1,400.00.  However, I received a call from Ashley Furniture this morning and this arrangement has not been communicated to the appropriate people yet.  Please recall that I contacted them almost every day and insisted on escalation to get to this point.  

  Because Ashley Furniture employees have lied to us so many times, while relying on phone calls and texts, we do not want to close this complaint until they have actually followed through on their verbal agreement.

  Please keep this complaint open until Ashley Furniture has proven that the verbal agreement we reached will be honored.

  Thank you,

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

  Customer response

  05/05/2024

  I am rejecting this response because:   We made arrangements to have the wrong furniture that was delivered to us by Ashley furniture for other furniture that is reasonably priced and to get a refund for the overcharge of approximately $1,400.00 once the exchange occurred.  HOWEVER, I'm receiving daily texts from some Ashley Furniture department (Sydney and **** at ************) stating that our "re-selection time will be VOIDED if we do not reselect in 3 (and counting down) days".  More than once, I explained that we have done this in their Spring, ***** store.  They refuse to acknowledge that there is any data in the Ashley Furniture system indicating that this has been done.  We are justifiable suspicious and concerned.  "****** and **** from Ashley Homestores" refuse to give me a last name, department, supervisor or any information.  

  

  Business response

  05/08/2024

  The store location put 2 items in the system for 2 Power sofas.  Guest is scheduled for exchange to take place on 5/11.

  Customer response

  05/14/2024

  I am rejecting this response because:   

  We went to Ashley Furniture and worked with the Store Manager, *****************************.  A VERBAL agreement was reached as follows:

  Replacement furniture was ordered for a reasonable charge, to be delivered on 5/11/24 or sooner.  At that time, Ashley Furniture has agreed to pick up the wrong furniture as a return and to refund the excess charge of approximately $1,400.00.  However, I received a call from Ashley Furniture this morning and this arrangement has not been communicated to the appropriate people yet.  Please recall that I contacted them almost every day and insisted on escalation to get to this point.  

  Because Ashley Furniture employees have lied to us so many times, while relying on phone calls and texts, we do not want to close this complaint until they have actually followed through on their verbal agreement.

  Please keep this complaint open until Ashley Furniture has proven that the verbal agreement we reached will be honored.

  Thank you,

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

  

  Business response

  05/16/2024

  Exchange was completed and no issues reported.  This is closed. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A bedroom set was purchased from Ashley Furniture on July 2020.The extended warranty was purchased. A couple of years passed and since the quality was not the best at the beginning and it got worse and worse.I called to file a claim on the extended warranty, as I am still paying for the set and I was told damages need to be reported within 30 days of noticing.I have noticed damages and quality issues since day 1. 30 days ago the bed started to wobble and it broke. They are not honoring the extended warranty by any other of their policies.

  Customer response

  04/18/2024

  The Ashley Furniture Store I purchased the bed set from was *****************************************

  

  Business response

  04/23/2024

  I spoke to ******************* today. Guest stated that the warranty is not covering the breaking of the bed frame.  Guest was denied as it was not reported within the 30 days. Informed they are also out of the 1 year warranty and cannot offer assistance.  It would be paid out of pocket for service, parts. Informed guest we cannot order parts for this bed frame any longer as well so we wouldn't offer service.  Guest understood.  This is closed. 

  Customer response

  04/23/2024

  I am rejecting this response because:   
  The business should be responsible for the quality of its products. I understand the warranty did not cover my initial claim due to technicalities, but it is unfair that I am still paying for this bed frame and it broke in less than 5 years. 
  I would like to at least stop paying for the product and that the company liquidates my debt with the creditor on which this bed set was purchased. 

  

  Business response

  05/09/2024

  We informed guest that we cannot override and GBS denials. Also informed that they are out of the 1 year manufacture warranty.  We can no longer order parts for this bed and wouldn't be able to offer service.  This is closed. 

  Customer response

  05/09/2024

  I am rejecting this response because:   I am still in debt for this purchase. The warranty should cover some kind of resolution if bad quality is encountered. I already had to buy another bed frame and Im still paying for one thats broken outside my bedroom. 

  

  Business response

  05/30/2024

  We did explain to guest that since they are out of the 1 year warranty all claim must be filed with GBS. We are not able to override their resolution. Guest would need to contact GBS directly to handle the claim. this is closed.

  Customer response

  05/30/2024

  I am rejecting this response because:   ********************* has not sent any notification of acknowledgement of my claim. They are obviously not accepting to be liable for anything regarding your product. Seems like they just took the money from my warranty payment and ran. 
  I ask you to contact them in my behalf and provide a resolution or at least a refund for the unused and useless warranty.

  

  Business response

  06/03/2024

  Guest would need to contact GBS to cancel the plan.  GBS will then send the pro-rated amount once cancelled. Guest can contact **************.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a new dining set from Ashley Furniture on November 6th 2023. Total cost was $1,169.08 for a table and 6 chairs. After the first month of having the set, the table became wobbly and unstable- which was not worth complaining about at the time.A few weeks later, we noticed screws would randomly fall while our family would sit down for dinner. I have three children under the age of 6, screws shouldnt be falling off their chairs/the table - its a huge choking hazard if we were to miss one. (Ive counted 9 so far) We also noticed certain areas of the table have started to raise and just gives an unpleasant view. One of the leg bars on the side of one of our stools fell off when my 2yr old was in the process of climbing onto her chair. There is also a section under the middle leaf where the wood is cracked. Ive reached out to the Ashley **************** chat on their website and they recommended for us to go to the store in person. My husband went in person and they recommended sharing a complaint via email- where pictures were included. Which he completed once he arrived home. No one has responded to his message and weve waited a couple months. Im so disappointed because this is the first new dining set weve ever purchased together and it has been falling apart since the first month of having it. Its also disappointing that we have not heard anything back from the company. I understand we can not return this set, but we do want to get rid of it because its not safe for young children.

  

  Business response

  04/23/2024

  I left a voicemail for ************** today. 

  Customer response

  04/24/2024

  Returned call to the number ******* (AF employee) sent via voicemail- no one knew how to assist us. 
  

  

  Business response

  04/25/2024

  I left a voicemail for ************** today. 

  

  Business response

  04/29/2024

  I spoke to ****** today. ***** stated the table is damaged and they requested a possible reselect for something different.  Informed guest of service process 1st and we would not offer a reselect if the item is current.  Guest aware. I have created an even exchange for the table as it is current and ordered parts for the chairs.  I will follow up once we get table exchanged.  

  

  Business response

  05/03/2024

  I left a voicemail for ************ today.  Guest shows to have rescheduled for 5/10 due to timeframe. 

  

  Business response

  05/13/2024

  -I left a voicemail for ************ to reschedule. 

  

  Business response

  05/15/2024

  I left a voicemail for ************.  Guest is scheduled for 5/17. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a couch from Ashley Furniture on 3/29/2024. It was delivered on 4/2/2024 by their delivery service. When the couch was delivered, we observed that the couch configuration was wrong and did not fit in the living room space with a huge portion of the living room blocked off. I mentioned this to the delivery folks and they stated that i can sign off on the delivery and that I can call Ashley homestore and they can do an onsite exchange by picking up the existing couch and replacing it with the right couch configuration. Based on this response, I signed off on the couch and called Ashley homestore that same day 4/2/2024. When I called them, the customer service rep stated that they filed a complaint with the warehouse and/or the store and they would get back to me within 24 hours. I never received a call back from Ashley homestore after 24 hours. 2 days later on 4/4/2024, I went to Ashley homestore in ****** to find out what was happening regarding exchanging the couch. At the store, the sales personnel said there was nothing they could do and that I should reach out to their guest services. I reached out to their guest services the same day 4/4/2024. After that, I kept calling guest services and customer service everyday to get a resolution and they said they had created a ticket (ticket number *****) but there was no resolution. I went back into the store after speaking with a customer service rep who stated that they are waiting on store approval to effect an exchange. I then went into the store after the call to speak with the manager to see if they can give the approval to effect the exchange. The store manager said its out of their control and I'd have to take it up with guest services. I called guest services and I was told their supervisor would call back to no avail. I even asked if i could use the store warranty to effect the exchange and they said no. Its been an incredibly frustrating and time consuming encounter with no solution in sight.

  

  Business response

  04/23/2024

  I spoke to ***************** today.  Guest informed of the error on their sectional.  stated they have been trying to work with the store and customer service in getting this fixed. The sofa is needing to be on the right, and the chaise on the left. Guest just wants the correct layout.  I have offered to fix it and we have the correct pieces available.  Created an exchange and scheduled for 4/30 for the Left sofa and Right chaise to be delivered. 

  Customer response

  04/24/2024

  Ashley homestore has called me and stated that they will facilitate an exchange by 4/30. I would be waiting to receive the couch and once this is finalized, i will respond back and close the complaint. Thanks for your assistance in getting this resolved @BBB.

  Customer response

  04/30/2024

  I have reviewed the business response and accept this resolution. The correct couch configuration was successfully delivered. Thanks for looking into this. 

  

  Business response

  04/30/2024

  I spoke to ***************** today.  Guest received correct items.  No issues.  This is closed. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a table and chairs that I seen online. I went into the store to purchase them. The color in the online picture was completely different from the one I received. I tried to refuse the delivery because it wasn't the right color. I showed the driver the picture of it and he said it was just the lighting in the picture. OK but it wasn't the color I was expecting. I immediately contacted the store and went in person the very next day to tell them the problem. I tried desperately to explain to them the picture was misleading regardless of the reason. They will not exchange it because I took possession of it. Yes I did, but most importantly, I didn't want to because it wasn't what I thought I was getting. Iv tried to resolve this issue with the store and customer service with no resolution. The manager could make the exchange but he won't because he said that was what I ordered and that was what I got even if it was the wrong color.

  

  Business response

  04/23/2024

  The guest is currently working with our AFI management team in getting this issue resolved. I will provide any updates on the guest resolution.

  Customer response

  04/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reported review to BBB 3/24/24. No action since then. Bought bed 3/10. Delivered with missing parts 3/20. Returned discontinued model, no parts available 4/5. No refund as of 4/17.

  

  Business response

  04/23/2024

  The guest is currently working with our AFI management team in getting this issue resolved. Refund shows to have been completed 4/18/2024.  I will provide any updates on the guest resolution.

  Customer response

  04/23/2024

  I am rejecting this response because:   
  
  ISSUE: Product sold and discontinued with missing parts no longer available for assembly!
  
  CUSTOMER EXPERIENCE:  After 2 weeks: King size bed mattress, headboard and frame delivered with missing parts but left unassembled in my master bedroom. **************** marked it 'delivery complete' without my sign-off and attested that they would report the missing part with photos to the warehouse and have it delivered for assembly in 2-3 days. Fact: **************** reported nothing. No parts ordered. Sales Advocate is MIA.

  
  After 5 weeks: No bed to sleep in. I looked online for the parts list for this model and ordered the missing parts myself. I got a confirmation email with a link to track the order and it is not found. Chatted via link on email with **************** # on the email and they cannot verify the order # in the email. Called ************* # and they said their order #'s are different than customer service order #'s so they would not be able to recognize the Parts Order # I had. ************* verified the order but declared the part is not currently available until end of the month and will ship then. Expected to arrive in 2 weeks but still cannot track.
  
  It's official! 3 weeks later the part ordered by **************** arrived today (April 2) - it's the entirely wrong part which we do not need at all. Hopefully, the correct part which I personally ordered myself after researching the parts list online will arrive in 1-2 more weeks (since it was out-of-stock). Is Ashley hiring people that dropped out of the 8th grade?
  
  The End: 4/2/24 - The debacle continues with the worst possible ending! I called the ********** ************ to verify the delivery date of my personal parts order #******* on 3/21/24 which was also verified for completion on 3/22/24 for shipping at end of March. Great f****** news! They told me the model/part has been discontinued (right after my order) so the part will never be available and informed me I'm stuck with an unassembled new bed that I will never have complete parts for assembly. ********** sent the Schaumburg store an email on 3/23/24 to inform them the bed cannot be fixed - never heard a word from the store or the Sales NON-advocate, ******, of course. So, we need a complete refund for a new bed with unavailable parts and a free pickup service to haul it away!!!!
  
  Ordering from Wayfair with delivery in 3 days and all of the parts! Never Ashley again for anything - worst customer experience ever.
  
  Ashley picked up their bed on 4/5 and Wayfair delivered new bed on 4/5. No refund received from Ashley as of 4/17!!!!  After repeated follow-up with multiple parties and depts for over a month, we finally got the refund, BUT you lost our business for life!

  

  Business response

  04/23/2024

  The guest is currently working with our AFI management team in getting this issue resolved.  I will provide any updates on the guest resolution.

*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. ↩