ComplaintsforAshley Furniture Homestores

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date 10/2/21. Delivery of furniture was schedule for 10/23/21. No one called to say the delivery was cancelled. As of 10/29 I called the store about my future delivery. They said all items were not in stock. and to call back. I continued to check and see if all of my items were available and asked if they could be delivered. I talked to the manager onsite and he said he will have the delivery set up for 10/27/21. He also said he would call me back if this delivery would not happen. No one called and the delivery did not happen. No one at this store returns calls they always say they have to get approval and send an email to someone. Because the lack of good customer service and telling customer lies about delivery's. I had to pick up my furniture. I purchased a full bedroom set , 2 mattress, and foundation. The bed came with a foundation and I don't need that part. I also inquired about a store credit for the foundation sets and delivery fee refunded. They said it takes a manager's approval and would get back to me in 3 days. I have not received a response. I called the store today 11/4/21 no response. The manger is always busy on the floor and never return calls.

  Business response

  08/07/2023

  Thank you for bringing this matter to our attention. We are dedicated to having exceptional guest experiences. We are sorry for any inconvenience that this may have caused.

  We are happy to report that we believe this matter has been resolved. If for any reason you feel it is not resolved.

  Please contact us at ************** or ************************************* so we are able to address the concerns for you.

  Sincerely,

  Ashley Customer Care

  Customer response

  08/07/2023

  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.  I did not receive my refund for setup and delivery.  I personally picked and set up my own furniture after of weeks of delivery date changes.
  Regards,
  
  ***********************
  
  
  
  
  

  Business response

  08/09/2023

  Good Morning,

  We sincerely apologize for the concerns that you experienced with your purchase. We would be more than happy to refund the amount of the two foundations and the delivery fee.

  Customer response

  08/09/2023

  [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

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am totally dissatisfied with the service I received. I waited for all my pieces to be available for pick up. Was told all items were available. Drove an hour and 20 min from Fairfax, Va just to find out all the pieces weren’t there. The loveseat and ottoman according to the warehouse couldn’t be found. They wound up giving me another customers loveseat to fulfill my order. Still no ottoman. The store manager, Jeff O*** (hopefully that’s his real name) told me the computer showed the ottoman was in stock. The rep at the warehouse couldn’t locate it and couldn’t guarantee a date another one would be available. When I asked for a refund, I was told it had to be approved and I may be responsible for a 30% restocking fee. How is that possible when the item wasn’t there? I went to the store, called corporate several times over a two week period, and got nothing. No one contacted me or attempted to return my calls. At this point, I would like to be refunded the $****** that I paid for the ottoman. I would have gladly accepted a store credit, if offered, but after all of this, I just want a refund. I am totally disappointed and wouldn’t purchase anything from this store EVER again. First impressions are lasting impressions. Totally disappointed and simply want my money back.

  Business response

  08/07/2023

  Thank you for bringing this matter to our attention. We are dedicated to having exceptional guest experiences. We are sorry for any inconvenience that this may have caused.

  We are happy to report that we believe this matter has been resolved. If for any reason you feel it is not resolved.

  Please contact us at ************** or ************************************* so we are able to address the concerns for you.

  Sincerely,

  Ashley Customer Care

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Furniture located at ****************************************************************** on 5/29/21 with an estimated delivery date of 7/1/21. It is now 10/19/21 and I have yet to receive all of my items. I have contacted the company multiple times via e-mail and am not getting any response. This is after I have had several issues with my order that included wrong items and missing items. I have called several times and was told that there is nothing that can be done on there end as this are store issues and that I need to go back to the store where the purchase was made. I have visited the store several times and am reassured by the same manager (I believe her name is *****) each time that everything has been corrected and I will be contacted in the next couple weeks to confirm my delivery. All of the reassurance I am giving each time are just lies that I am being told in the moment so I will leave the store. I am fed up! I don't know what else to do!

  Business response

  12/23/2021

  
  

  We have fully delivered on merchandise to customer, ******** on 11/12. This has been resolved. 

  
  

  Thank you, 

  	Customer Care Ashley Homestore Corporate HQ & Distribution Center ****************************** **************, ** 22408 **************

   

   

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  Customer response

  12/23/2021

  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 from Ashleys Furniture is a complete lie. This issue has not been resolved. I have visited the store three more times since my complaint to try and resolve this situation and every time I am told that I will get a call back to which I never do. I am still missing one item from my order that was placed in May. I am shocked and deeply disappointed that the company would say this has been resolved and it most certainly has not.

   

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

  
  

  Business response

  09/05/2023

  We apologize for the concerns you experienced with your order. According to our account information ************ you were issued a refund for the undelivered mirror for $279.99. If you have any other concerns please let us know.

  Customer response

  09/14/2023

  I just received a message that Ashleys Furniture FINALLY responded to the original complaint to say that they did resolve the original complaint.  No they did not! I had to again go back to the location multiple times and was finally refunded the amount of the mirror ($279.99) which I had to still put up a big fight for. I was still not refunded the amount for tax, delivery or the warranty that I purchased. I still believe they are operating this business shady and do not treat their customers fairly and/or ethically. I still believe that I am owed more, but have personally decided to let it go and move on, as this entire experience was stressful and it was clear after multiple interactions with this Ashleys Furniture location and many of its staff as well as online customer service personnel that they have been trained in the art of unethical business practices and have no honest desire to rectify their gross sales tactics and severe customer service issues. In short this business should receive the worst rating allowed through the BBB so that future customers can be warned of the modern day robbery they will soon experience if they choose to do business with Ashleys Furniture. I am not satisfied with the paltry refund I had to so staunchly fight for or of the many interactions I had with Ashleys.
  
  Thank you,
  ********************

  Business response

  09/22/2023

  Sun,

  Our deepest apologies for this ****** extended issue you have been trying to get resolved.  I am 100% invested in working with you to reach a resolution that will work for both of us.  We do owe you an apology for the experience you have had.  My name is ************************* and I am the new ************* Manager.  I am committed to repairing our relationship and finding a solution that is going to work for you.  Please allow me ***** hours to review all of these details and I will be reaching out to you to provide you with my contact information and to discuss a final outcome. I will be your dedicated point of contact moving forward.

  While it may seem hard to believe at this point, we do value you and your business and we want you as a customer!

  You will hear from me Monday 9/25/23 at the very latest.

  Thank you,

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

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

   

   

*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. ↩