ComplaintsforAshley Furniture Homestores

• 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

   

• Initial Complaint

  03/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  All I'm asking the Company to do is remove me from their postal mailing list.I've called and asked, I have e-mailed them and I have tried using their online request form and have also chatted with someone from customer support.

  Business response

  03/06/2024

  Good Afternoon,

  I will forward this request to our ******************** and request that you be removed from any future mailings.  We own and operate 12 Ashley Homestores in the state of ********.  If you continue to receive material via the postal service, please contact our Ashley Corporate offices at ************.

  Thank you,

  Customer Care

  Customer response

  03/07/2024

  [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

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a sofa/love seat on 3 Feb 24. At the time the sales associate ***** informed us that the items were in stock and would be delivered on 22 Feb 24. On 22 Feb 24, the furniture was not delivered and I was not contacted to before or after 22 Feb 24. I called Ashley Furniture on 22 Feb 24, and spoke to several personnel and was told my order did not exist. Additionally, I was told to contact the store where I made the purchase but I could not reach the store due a phone outage. On 23 Feb 24, I called Ashley Furniture and spoke with ****** *************** who told me my love seat had been delivered but not the sofa. After a brief hold ****** explained that they were able to shuffle items around and they could now deliver a sofa and love seat on 28 Feb 24, however I explained to ****** I have already exhausted a day of my military leave. I requested a 24 Feb 24 delivery, ****** again placed me on a brief hold. Once she returned she stated that she is working with her supervisors to get me a 24 Feb 24 delivery and that she would call me back by 1700 on 23 Feb 24. Ion 23 Feb 24, I also visited the Ashley store in Fredericksburg and spoke to ******************* (Manager) and expressed my situation. ***** also stated they would call me by 1700 on 23 Feb 24. Unfortunately, I did not receive a call as they promised. As an active duty service member I am appalled that customers are being treated this way in *****************. I spent 23 years working in *****, *******, **, *********, and several other countries and never dealt with any service this bad. I am requesting assistance on the matter.

  Business response

  02/27/2024

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

  Our records indicate that you received your delivery on 2/24/24.  We do apologize for any miscommunications on our part and are hopeful that you will love your new furniture for years to come. Thank you.

  Customer Care

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

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint: Breach of Sales Contract, Bait and Switch Scam, and Federal Lemon Law.01/29/2024 Ashley Furniture Industries / Ashley Global Retail **************************************** ***** Ashley Homestore ******************************************************* ***** ******* Furniture / ********* **** LLC Regency Furniture / ****************** Services dba Ashley Homestore ************************************************************** ******* Furniture ****************************************************************** ********* **** LLC ********************************************************************** ******* Family Furnishings ********************************************************************** Regarding: Response to Ashley Furniture Industries / Ashley Global Retail. Breach of Sales Contract, Bait and Switch Scam and Federal Lemon Law! Delivering Broken Furniture and using Fraudulent Tactics to Victimize Me. Failed The Terms of the Sales Contract by ********/Regency/*****/***** Furniture dba Ashley Homestores in ********, ** To:*********************************** ******** Attorney General ***************************** ** Attorney General ***************** Dir. Of ******************************************************** Law *************************** ******** Governor *********************** Dir. Of *************************************************************************** dba Ashley Homestore **********, ** ******************* Ashley Furniture *********************************** Global Retail Consumer Reports Better Business Bureau AARP Trust ************ YELP **************** Social, Local and ************** Dear Recipients,I hope this email finds you well. I am writing to bring your attention to a serious matter regarding the breach of a sales contract, a bait-and-switch scam, and potential violations of the Federal Lemon Law by *********/Regency/*****/***** Furniture, dba Ashley Homestores in ********, **. Background: ********* Furniture initiated contact with me but is now refusing to confirm the full refund amount. They are attempting to rush the return of their broken furniture without specifying the refund details. It appears they are employing fraudulent tactics, and I suspect they might be targeting me due to my ethnicity.Current Situation:********* has agreed to a full refund but refuses to confirm the exact amount. After my insistence, they have again gone silent, using delay tactics. I have sent emails indicating my intent to file formal consumer complaints against ********* Furniture, Ashley Homestore, and Ashley Furniture for providing poor-quality furniture.Action Requested:I kindly request your assistance in investigating this matter. The key points are outlined below:Confirmation of Full Refund Amount: ********* has agreed to a full refund but refuses to specify the amount. Request for confirmation of the refund breakdown: Dresser, Mirror, Taxes, and Delivery.Refusal to Confirm Details:********* is ignoring basic customer service requests and attempting to rush the process without confirming essential details.Customer Service Points Confirmation:Nine specific customer service points outlined for acknowledgment.Emphasis on the need for transparent communication.Immediate Action Required:Urgent confirmation of the full refund amount within 24 hours to avoid formal consumer complaints.Request for a coordinated multi-agency investigation into ********* business practices.Attachments:*************************************** email from Ashley Homestore dated January 25, 2024.Correspondence indicating ********* refusal to confirm the full refund amount.Further Investigation:I recommend a thorough investigation inv

  Business response

  02/21/2024

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

  I will be emailing you directly.  We will not work with anyone but you.   You are free to respond to me or visit one of our showrooms.  We have already confirmed what products you want to return but have not heard from you regarding a pick up date.  Again, I will only respond to you.

  Respectfully,

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April 2023 I purchased a loveseat sofa from Ashley furniture store on ************** in **********, **. The furniture came with one year manufacturers warranty on the frame. I double checked this information on their website just to be sure. Earlier this year in late January, my daughter, who is less than 100 pounds went to sit on the sofa and something snapped. Upon removing the bottom seat cushion I realized that the board at the base of the back rest was broken. I contacted Ashley furniture several days later on Feb 3, **** to report the failure and find out if I can return the sofa or if it could be repaired. I spoke with *********************** who sent me a email with instructions on taking pictures of the damage so they can assess. I took the pictures and I even included a short video that same day. They also had me take a photo of the tag on the bottom of the sofa to verify that its one of theirs which I did . The response that I received from their customer service area on 2/7/24 was that they would be unwilling or unable to issue any remediation because of the amount of time that has passed. I sent them a follow up email confirming that my purchase was in April 2023 and it has not been a year yet and per their own warranty, that response was not acceptable. I responded to them on 2/8/24 and asked for them to contact me back within three days. They have yet to contact me and its been over a week. I told them that if they did not respond to my email that I would be escalating the issue. I also advised them that I thought it was bad business practice not to honor their own warranty. At this point I either want them to either replace/repair the item or refund my money because the quality of the product was not as advertised. I should also point out that this sofa is in a room that only gets used once or twice per week by the kids.

  Business response

  02/22/2024

  Good Afternoon,

  I have received your complaint and will reach out to you via email to discuss resolution. 

  Thank you!

  Customer Care

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

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

  Customer response

  02/26/2024

  [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 have attempted to contact the business on two occasions - 2/22/24 and 2/26/24 and left messages each time. Ashley Furniture has yet to respond. 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

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I received my items the invoice I received was different than the total price paid. I thought the items were discounted due to a sale on items. However the I was told the invoice would not be honored that I had already agreed to original price.

  Business response

  02/12/2024

  Good Afternoon, 

  We are saddened to hear of your recent experience with Ashley Homestore.  We own and operate 12 Ashley franchises in the Commonweath of ********.  Please reach out to our Ashley *********************** line at ************ and they can connect you with the correct franchisee.

  Thank you,

  Customer Care

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

  Freericksburg, VA

• Initial Complaint

  02/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a prior complaint filed against Ashley #******** with the BBB. The case was closed without it being fully resolved. Ashley was supposed to pickup a defective mattress and credit my Ashley Synchrony credit card. They picked up the mattress on Feb. 1, ***************************************************** know if any further information is needed. Thank you.

  Business response

  02/05/2024

  Good Morning,

  Please contact Ashley ************************ at ************.  They will be able to connect you with the correct franchisee to get this billing concern resolved.

  Thank you,

  Customer Care

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

  Customer response

  02/08/2024

  [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

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 31, I purchased a couch from Ashley furniture. The cushions on this couch do not stay on. I have only had a short period and I have to purchase a different couch. I went to reviews of this couch after I realized it was broke. There is several reviews on this couch that state the cushions do not stay on. It makes the couch useless.Soletren Sofa Sku *******

  Business response

  02/05/2024

  Good Morning ***,
  We own and operate 12 Ashley franchisees in the state of ********.  Please contact Ashley *************************** at ************. They will be able to connect you with the correct franchisee.

  Thank you,

  Customer Care

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

   

  Customer response

  02/06/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 2, 2023 I went into Ashley furniture to purchase a new mattress, we finally found one and we decided to upgrade to a king. We also purchased an adjustable base, two pillows a mattress protector and head and foot board for the bed. We put down $300.00 that day. The Mattress and adjustable base and pillows were delivered, we were told that the head and foot board was damaged and was on back order. We waited and called for weeks we finally went into the store and canceled the head and foot and was told it would be taken care of. I also filed a dispute about the bill. They have my balance at $7,646.08 plus I was charged $229.99 for delivery and the paperwork I have states free delivery for mattress. The mattress was $5,299.99 got a discount off mattress $500.00 remote was ******, adjustable base $ ******** mattress protector ****** two pillows was ****** a piece. Plus the manager gave us a $200.00 discount plus we got a $50.00 gift card which went towards purchase. When I add up what we purchased after the discounts our total purchase is $6,629.94 also 60months interest free I am being over charged $1,016.14. I have called and tried to get this straight and know one will help me. And the other thing is when we applied for Credit we were never told that it was an Ashley furniture Card. I have been lied to and the mattress that we bought is not the same mattress we laid on and agreed to buy.

  Business response

  01/29/2024

  Good Afternoon,

  I have received your complaint and am reaching out to let you know that I will be reviewing this information with our accounting department and will respond to you via email with the outcome.

  Thank you,

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

  Customer Care Manager

   

  Customer response

  01/31/2024

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  
  

  Customer response

  02/02/2024

  I have submitted my complaint about this store. Since my complaint was filed I have talked to Ashley Homestore only to find out that we were charged for roller slats that was $445.19 plus delivery fee of $229.99 plus an extended warranty for $139.99 totaling $815.17. I have gotten nothing but the run around from this company. Also when they ran my social to see if I could be approved for financing I was never told that it was a retail card for there store. The Mattress that we bought is terrible it is like sleeping on a hard wood floor. I have addressed my concerns to management about this issue and was told I need to contact someone else to see if I can exchange the mattress. I feel like I was fraudulently taking advantage of and lied to. I just keep getting the run around every time I call or try to resolve this problem. Thank you *********************

  I feel that they should get my bill straight and also address the issue with the mattress that I purchased. I what this taken care of ASAP thank you *********************

  Business response

  02/07/2024

  Good Afternoon ******,

  We have completed our sales audit on your account and I will be emailing your results to the email address listed on this complaint.  If you have any questions, please feel free to respond to the email.

  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. ↩