ComplaintsforAshley Furniture Homestores

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a ****************** couch and loveseat on Jan 17, 2024. We explained to the salesman that we needed reclining furniture that would hug the wall because of our small living room size. The model we sat on in the store was not backed up to a wall in the display. The salesman assured us that it would work for our situation. When delivered, the delivery people had it sitting 9-10 inches away from our wall and basically made the couch stick out into the living room. We told the delivery people to take it back, it would not work for our situation. The attachment for the furniture we bought (obtained online) has required dimensions from a wall, but the floor placards in the store did not have these dimensions or requirements visibly displayed. Had we known that, would have never purchased the furniture in the first place. We were happy to to back to the store to pick out something else (we had to use store credit per our agreement). We could not find anything we liked style-wise in the store. They had us contact an Ashley home design specialist to find something maybe from the online site. We found something that would work, but more expensive than we'd like, but when I contacted the store to try and order they told me that that was an online purchase only and we'd have to come back to the store to pick something out that they have. I don't feel that I should have to spend ******** on furniture that is not what we want and won't work for our unique space in the home. They refuse to refund me my money and their store has nothing we want. I don't know how businesses like this can stay in business and treat customers this way.

  Business response

  06/17/2024

  **************,

  Thank you for bringing this unique situation to our attention. I am reviewing your profile and will respond directly to you at the email you have provided.

  Thank you,

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

   

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After a lengthy time, we have already received a full refund from Ashley Furniture.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We placed an order on Black Friday 2023 at the ********, ******** location. The initial delivery was scheduled for January 6th. On the 5th, we were informed that deliveries are only available on two Thursdays each month. Due to work, we specified our availability after 5 pm on Thursdays. This policy led to over 5 mis-deliveries due to Ashley representatives not knowing their delivery schedule and inability to contact the delivery drivers to specify times. The January 25th delivery required us to take a day off work to accommodate the inflexible delivery window.The couch broke around March 20th due to missing nuts and poor quality control. We initially requested a repair and sent photos on April 9th when they admitted that the nuts were missing. No significant updates occurred for over a month, so customer support advised us to contact the store for a refund. We were promised a callback from a manager on the 22nd at 4pm.On May 22nd, we took off early from work but didnt receive a call. After calling 3 times, we were informed that the manager left at 4pm but would call and email the next morning. No call or email was received. On May 24th, we called again, but no manager was available. As of June 3rd, there has still been no update on the part or our refund.Despite our repeated efforts and over 20 calls to Ashley, there has been a severe lack of communication and slow responses. We have lost faith in Ashley Furniture and do not believe these issues will be resolved given their consistent mistakes and inflexible pickup and delivery windows.We have requested a refund for our defective couch for weeks and haven't been scheduled for a repair. This experience has led to frustration, neck and back injuries, and worsening anxiety. We are exhausted from being sent back and forth between the Sterling, ** store and customer service. All we have requested is a refund, but we are running out of options to get them to respond.Thank you for your attention to this matter.

  Business response

  06/07/2024

  *****,

  We have reached a resolution and I will email you directly with the outcome.

  Thank you,

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my sectional on March 10 at the Ashley in ********. This would be the new couch in our living room in our new house. At the time of purchase, the manager told me that it was on back order and the expected delivery was late May. My wife called last Tuesday and they told us late June. I called right after her and was directed to the corporate customer service desk where they told me the week of June 4.Today, June 4, my wife called and the customer service desk at the store said July 10. I tried calling back this evening at 7:30, but the stores phones were giving an out of office message despite the store being open until 9. There is no real way to get a corporate representative on the phone either. I am beyond frustrated and disappointed with the service I have received. There is no clear answer a when my couch will be delivered at all. Not only that, but they make it very difficult to find your order number or anything else in the receipt so I cannot track anything online. If I had known this, I would have never bought anything from Ashley. I had an issue with their store in ********, VA buying my first sectional in January last year. I specifically told them I could not accept delivery of our sectional until the afternoon and they still tried delivering it at 10am. Then they could not reschedule delivery for 5 days.I want my sectional delivered immediately or a steep discount for having to wait for delivery. I am not waiting another month for a sectional I ordered in March. The estimate my wife was given is a 4 month wait for delivery from the order date. This is completely unacceptable. They also changed my address but not my delivery address. Which they should have correct now but was incorrect it the original receipt. Did not even ask if the delivery address was correct or not.

  Business response

  06/07/2024

  ********,

  I am deeply sorry to hear about this experience you have had with our services.  I will take a look at the expected date we will have this item and do everything we can to get this to you as soon as possible.  I will communicate with you via email and also reach out via phone.

  Thank you,

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

   

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Summary:Order Number: ******** Transaction Date: 12/24/2023 Amount paid: $148.39 Business committed to provide: Free cancellation before shipping product Nature of dispute: charged $148.39 for complementary product offered with sales order and didn't provide option to return it.Ashley Homestore cancelled the order but still charged us$148.39 for that pillow we never even wanted and couldn't return.Details:Our experience with Ashley Homestore, ***********. So, we went there on December 24th to check out some sofas. The sales rep told us we could put down a $100 deposit on any furniture, and if we changed our minds, we'd get it back as store credit since they don't do refunds. Even the manager confirmed this policy. They stressed that the no-refund thing only applied to the deposit, not the full price. So, we decided to order a sofa set, and they threw in a free King size pillow.Two weeks later, we called to cancel the order (since they hadn't shipped it yet), but they said we couldn't cancel and we'd get hit with a 30% fee. They even said that Ashley Homestore runs differently from Ashley Furniture, which was news to us.So, we went back to the store, and the sales rep acted like they never mentioned the policy, and the manager claimed she never spoke to us. Eventually, they said they'd try to get the corporate office to cancel the order.The corporate office did cancel it, but they still charged us $150 for that pillow we never even wanted and couldn't return.Basically, the sales rep and manager were pretty shady just to make a sale. We're definitely not going back to Ashley Homestore or Ashley Furniture after this mess.Names involved: Sales ************* Store Manager - *******.

  Business response

  05/19/2024

  RMS does not own an Ashley in ********, **.

  Business response

  05/29/2024

  Good Morning,

  We deeply apologize for this experience you have had.  We will research and investigate.  A member of our ************* Team (T&T Distribution) will reach out to you within 48 hours and discuss our options.

  Thank you,

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

  ************* Manager

   

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Homestore *************, ** last May. I filed a claim with the extended warranty company in March as the frame on the chair broke. The extended warranty company sent out a tech who stated the chair was not fixable. The extended warranty company then informed me that It was covered by the original manufacturer warranty and provided a number. I called the local number for T&T Distributers who asked me to upload pictures of the chair. I did and they informed me parts would be sent o repair the chair, I then emailed them letting them know the parts arrived, at which time they informed me It would be $75 to send a tech out for the fix, even though that had not been disclosed before. I asked them to obtain the report from the extended warranty to avoid me being charged $75. They continued to provide that $75 was required. I did locate the warranty information that was provided with the original delivery of the furniture which provided that frame issues were covers for a year to include labor. I have been unable to obtain an answer as to why they have changed the warranty terms that I received that said the terms could not be changed by a distributor or resales.

  Business response

  05/21/2024

  Good Afternoon *********,

  I will address this with the *** team at T&T.  We can dispatch a tech, free of charge to review the repair. We will reach out to you to get this scheduled. 

  Thank you,

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a living room set from Ashley on January 2024 and they delivered after 6 weeks and thats after I called set the date for delivered which was supposed to be a Saturday so I called on Friday and the agent who answered me said that they forgot to put that date in and there was no delivery happening in that day that I had to take off from work to be home so we set another date for the next Saturday and on the day before I called to confirm and they said yes so I asked that the driver call me before he gets here because I was working that day and needed time to get home so they said yes and the driver called me around 2:45 pm and said he is half an hour away so I said fine so I took an hour off fro. Work and went home waiting and waiting and waiting but and called same number no answer then called distribution center and the agent who answered didnt know where they were and it was around 4 pm and j was. In the phone with her so to make story short they came dropped the coaches and here arose another problem that the big coach feet couldnt be installed because the thing that should have been put inside on the right side was missing and the small coach had a rip on top. And today 4/25/24 a repair guy came to fix it and he couldnt so he called and told them that. I havent used my coach and sofa in almost 4 months and still cant do it now. So now I have to wait for their assessment of the situation which the agent said Ill get a call from Them tomorrow but I have no faith in them anymore. Horrible service all they want is get their money upfront and then customers get to deal with them! My advice is dont pay till you get your furniture and be satisfied then release your money if you dare to buy from them again!!!!

  Business response

  05/03/2024

  Good Afternoon,

  We very much regret hearing of your experience and want to make this right. We will be investigating and responding to you so we can settle this concern. Please allow my ***** hours and we will reach out to you with a resolution.

  Thank you,

  Customer Care

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a mattress Oct 2015, and it has a 10 year warranty. It is sagging on one side, and still under warranty. I contacted the manufacturer (Sealy) and they told me that Ashley (the retailer I bought the mattress from) is responsible for filing a warranty claim. This policy is clearly stated on the Sealy website and was part of my original paperwork. So I called Ashley. The manager was on vacation every day for 3 weeks during the month of March/early April. I was finally given the number to the Ashley distribution center, which handles all claims. I received several emails from the distribution center requesting pictures of the damage, I complied with all of them. I was timely and concise and fall under all of the conditions for the warranty (such as: mattress is unstained, sag is over 1.5 inches in depth, sturdy foundation, etc). After a month of back and forth, I called and spoke to a ***********************, who said she was a manager at the corporate offices that handles claims. She said my claim was denied because its over a year old and the store only handles claims within a year. I told her the policy of both Ashley and Sealy that its Ashleys responsibility. She then told me it is denied because I moved which voided the warranty (untrue per written policy), then she said they no longer carry the product (their website actively has Sealy products for sale) and then finally its denied because I wouldnt purchase (over the phone that day) an in-store extended warranty (which feels like a scam). When I mentioned that I have a physical disability and that this issue is causing me pain, she then said to turn the mattress around and give your partner the broken side, since he doesnt have any issues. I called Sealy and they said they cannot file the claim themselves, and that this problem with Ashley is not uncommon.

  Business response

  04/25/2024

  *******,

  We do apologize for the back and forth communication on the concern with your mattress.  We are currently working with our corporate contact for Sealy to get this resolved. Once we have confirmation, I will contact you at your yahoo email address and we can review the options.  I do understand you have requested a replacement.

  Thank you,

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

  Customer Care Manager

  Customer response

  04/25/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, once I get an official resolution from the dealt corporate contact. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch with chaise and chair and footstool in July 2023. The end of December, I noticed it was wearing so I contacted Ashley was told to file a complaint which I did. I waited did not hear anything. Went to the store they said the claim is being processed. I received one cushion replacement. Then I was told for the rest I needed to contact the warranty company. When I did, they told me wear and tear is not covered under the warranty. I needed to go to the store. Contacted the store and was told that the remainder cushions would be ordered. When I called back last week to check on it I was told the person I was dealing with no longer works there and they couldnt find my order. I was told that an email would be sent to resolve the issue. When I called last week on the 12th was told they have not heard an answer back. This is gone on almost 4 months now with no resolution. I have a brand new living room set that looks like its Years old. And I am the only person in the house.

  Business response

  04/23/2024

  Good Afternoon ****,

  I regret hearing of the experience you have had so far with the items you purchased.  I will be researching this and responding to your icloud email address once I've completed reviewing your account.  

  Thank you,

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

  Customer response

  04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

  Customer response

  04/26/2024

  The amount should have been $1773.

  Customer response

  05/14/2024

  I do have an update to my complaint. Instead of the five cushions they were supposed to send me. They only sent me one. I got an email today saying that thats all that they can do. I was under the understanding I was going to be receiving all five cushions.I would like to escalate this complaint. Let me know what I have to do. 

  Business response

  05/20/2024

  Good Morning,

  I have worked with our team here for resolution.  I will investigate why only one cushion was approved and respond to you shortly.

  Thank you,

   

  Customer response

  05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

  Customer response

  05/20/2024

   

  It says this complaint is closed. It is not. I still want to get the other cushions that I am owed. 

  Business response

  05/29/2024

  Good Morning,

  We have ordered your replacement casings.  Please let me know if you do not have your order number. 

  Thank you,

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

  Customer response

  05/29/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  03/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of 2023, I placed an order for a replacement chaise cushion for my sectional from Ashley Homestore. I paid $99.99 for a replacement cushion which was to include a piece of foam, with batting, and a cushion cover. I was immediately mailed the cover. But didnt receive the cushion until late September. When I received the cushion it was a piece of foam, without the industrial batting that gives sofa cushions its round shape, and makes it match my other cushions.A number of Ashley employees have attempted to help me get a replacement as Ive been in touch with them for several months. One finally replied that they simply do not sell full cushion replacements with batting. I requested a refund and never heard back from Ashley. This is not a replacement for my cushion, and any batting I can find on my own is not sufficient replacement. At this point I want a refund. And Id like other consumers to be aware that cushion replacements are not available from Ashley.

  Business response

  03/18/2024

  Good Afternoon ********,

  Your sofa has been discontinued and is no longer in production.  We did order you the casing (fabric) and the core (foam), but unfortunately the batting is not available for us to order. My representatives offered a few option for the batting that you can do. My records show this sofa was delivered on 3/5/2021 and due to the time this has been in the home, we are unable to process a refund.

  Thank you,

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

  Manager - Customer Care

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response I received from the company is not a resolution. The sectional I ordered in 2021 is still available for purchase as shown on their website here - 

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

  I requested a full cushion in my order and didnt receive that. I requested a refund and it has not been provided. 

  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Business response

  03/19/2024

  The item is discontinued and no longer in production.  ****'s that have already been built will show on the Ashley Corporate website until the final inventory is gone.  

  Unfortunately we will not be able to obtain the batting, or process a refund.

  Thank you.

   

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While the sofa may no longer be in production, what I paid for in July of 2023 was a full cushion replacement. Thats not what was received and apparently is unable to be produced. As a result, I should be refunded. Additionally, throughout the process of attempting to get a replacement from Ashley, a number of associates attempted to obtain the replacement, gave updates that it was moving along (in screenshots shown) and then never reached out/ were able to be contacted again. Additionally, Ashley should not be able to offer sales for replacements if the process to receive them is this complex - this is beyond what a normal person could navigate - both on the agent and customer side. 
  
  Regards,
  
  *****************************
  
  
  
  
  

  Business response

  03/26/2024

  ********,

  We understand the frustration over this situation. We would like to offer you a $100 gift card to help rectify this situation.  You can spend at any of our Ashley Homestores in the future.

  Would you like me to proceed with this option?

  Thanks,

  ***

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 16th 2024 i bought a sofa for ******* after taxes, to include full delivery. In store i was told it would be delivered about march 29th 2024. I called customer service to confirm that, and was told it would be delivered sometime in the second week of april, ***** had contacted me about this i would not have been made aware unless i called. After that call i called the store and spoke to a associate and they told me it looks like its going to be delivered at the end of april, april 29th to be exact. This is unacceptable, i am in the military and am going to have to change duty stations soon, initially i would have had plenty of time to get this couch but now i have no idea if itll arrive before i am going to be changing duty station. I would just like my furniture at the time i was told i would be getting it

  Business response

  03/15/2024

  ******,

  Thank you for reaching out.  As I was researching your order, I see that you have been scheduled for 3/22/2024.  We do apologize for the delay and hope you love your new furniture.  Please reach out to us at ************ if you have any additional concerns.

  Thank you

  Customer Care

   

*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. ↩