ComplaintsforAshley Furniture Homestores

• 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!

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

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought couch from Ashleigh ********************** 1/6. Delivery was scheduled for 1/13. Delivery was scheduled and arrived within scheduled time frame ~4:50. Two delivery men delivered the truck and ask us to sign a waiver because the space on the stairs was tight. We confirmed that this wouldn't be a problem when buying the couch but then they asked us to sign the waiver or they wouldn't deliver the truck. The delivery men tried to pressure us multiple times to refuse the item, asked to put holes in the couch and the wall, and were not receptive to any help or suggestions, like letting us close the door to create more room or turning the couch. They only tried one way to get the couch up the stairs. Whenever we offered a suggestion, the delivery men would not answer and instead say "refuse?" continuously. When putting the couch down at the bottom of the stairs they knocked down a ceiling light and it shattered. The ceiling light and the door mat had to be thrown away because it was imbedded with glass. The delivery men tried to call customer service and said we would be able to get compensation for the broken items, even though we signed the waiver. We went into the store and the employees said the same and gave us a full refund. Later customer service called and said they would not be compensating for the broken items or refunding for the delivery fee because we had signed the waiver. I have been on the phone with customer service for over 3 hrs 15 min, called twice, confirmed open times with the employees in the store, and no one has once picked up the phone. The delivery men were at our house for only 8 min and left without us confirming refusal. Delivery men left ~5:03. **************** Line ************ Called 1/13 4:55 pm 2 hrs 56 min - no one picked up ************ Called 1/19/2024 4:48 pm 36 min - no one picked up

  Business response

  01/22/2024

  Good Morning ******,

  We sincerely apologize for the experience you had with the delivery of your new Sofa.  I did speak with our ***************** and they let me know they spoke with you on Friday afternoon and advised your refund was approved.  Since checks are typically mailed on Friday's you can expect your check will be mailed on 1/26/24.  

  Please let us know if there is anything else we can assist you with.

  Respectfully,

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

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sofa and loveseat from ***** store in ************ ** on 10/20/23. When it was delivered on 11/24/23, I noticed the sofa is damaged and went back to store and requested to return or store credit. Even the quality of the product was not same as it was in tge store. I went to store sane day and spoke to ****** and filled out a complaint with case number CE742359. Then I spoke with a manager named ******* who said I can get credit for it but then she changed her saying and told she can only give credit for sofa. Since then, I couldnt resolve this issue with them because they are not working with me to resolve this issue. I also offered to them to take both pieces and give me store credit to purchase something else. They dont respond and refer me to someone else. I am asking BBB to help me resolve this issue.

  Business response

  01/12/2024

  We regret to hear of you recent experience with Ashley HomeStore.  We own and operate 12 Ashley franchises in the state of ********.  Please contact Ashley Corporate at ************ and they can connect you with the correct franchisee to address your concerns.

  Thank you,

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

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashley Store in **************, ** in 2023. At the time of the purchase, I was under the impression that I had a loan for the furniture. I later learned that it was a lease program which is a ***** difference. I have had so many issues with this process- from getting my furniture delivered late, to defective parts and furniture, and having to have parts resent. It was a challenge. After learning about the lease and dealing with the challenges, I received information from KOALAFI which is the leasing company. I paid them so I could protect my credit and I needed furniture. To date, I paid over $5,700 and was told that I have 8k more dollars to go on just a dining room set. This is price gouging, to say the least. Mind you, the initial payoff amount was around the amount I paid to date. I called KOALAFI today to see if they could close out the lease agreement using the amount I paid, which was more than the early payoff amount, and they denied my request.

  Business response

  01/15/2024

  Good Afternoon,

  In regards to the options you were offered at the store, we provided you with the option you qualified for.  It is the responsibility of the customer to read those terms, whether it is the invoice you sign with us, or the terms through a financing/leasing company.  In this case, it was the leasing company, Koalafi.  If you noticed on your invoice, you were not were not charged for taxed.  This means the taxes will be included in your leasing with *******, along with any other interest fees they may have.  Leasing companies generally have a term of 12 months. These terms should have been explained to you at the time of purchase.  Including that with Koalafi, you had an option to pay the amount within 90 days to avoid additional fees/interest. However that was the responsibility of the customer to get in contact with ******* if that was you goal. If it was not paid within 90 days, that is when the leasing company added the additional fees.

  We have no visibility into your terms, this is why those terms are sent individually to you for review and agreement.    We will reach out to our sales leaders to ensure this is being explained in a way that is easily understood.

   

  Thank you,

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

  Manager Customer Care

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In July 2022, I moved into my brand new condo in *******. In the fall of 2022, I purchased bedroom and dining furniture from the store. There were many headaches during the process after the initial purchase - starting with a phone call from Ashley stating the mattress I chose was discontinued and directing me to go back to the store to purchase a replacement, only to find there was no issue with my chosen mattress after getting to the store. There was also issues of damaged dining chairs, delayed delivery of replacement chairs, frustration with customer service reps, etc Finally, a phone rep, upon my asking, decided to give me a credit, but did not send me a confirmation of that fact and/or amount. They simply said my credit was in the store's system. So, as a non-driver in *******, I was asked to return to the Woodbridge store to use my credit. They apparently gave me a credit of 150 and I used it in two visits, obtaining signed receipts for both and in consultation with the sales staff at the store. Now, they are demanding I pay for the product that was purchased on my second trip to the store using the remaining credit left. They didn't even say they made a mistake and that they're sorry. They said "YOU owe the store money!" My thoughts are that they gave me a credit, thinking I would buy a lot of stuff for a lot of money, like I did initially, but when they saw I only wanted to use the credit so it doesn't go to waste, they created a false narrative, where I appear as a criminal. I didn't even want a credit (I wanted my ***** purchase discounted), but was forced to get it, then use it, at a store that is not near me since I live in *******, and since I'm a non-driver, it costs me to go to Woodbridge. I'm not a criminal as I did not steal from them nor did I trick them into giving me store credit in the amount of 150. IF the store made a mistake, this is on them and THIS is the cost of doing business. The store must not continue to call me and cause me stress!!

  Business response

  01/15/2024

  Good Morning,

  My name is ***********************************, Manager of Customer Care.  I will be reviewing and auditing your purchase.  Are you able to confirm the name on this complaint matches the name on your previous signed sales receipt?  I will send you an email to and be your point of contact through resolution of this  claim.

  Thank you,

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

  Customer response

  01/17/2024

  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.
  
  Ashley Furniture has simply asked me to confirm that the name on this BBB complaint matches the name on the Ashley Furniture sales receipts. I confirm that it does. My desired resolution is that they stop contacting me, and yet, they stated that they would send me an email, in addition to having me confirm the name match on both the complaint and sales receipts. Hopefully, after the store reviews the sales receipts, I will not hear from them again. 
  
  Regards,
  
  *********************
  
  
  
  
  

  Business response

  01/17/2024

  Due to the no contact request, we are closing on this end.  

  I did confirm that collections will cease and she will not be contacted anymore.

  Respectfully,

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

   

   

  Customer response

  01/17/2024

  [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: **********************************************.

  It is my hope that Ashley Furniture is closing this on their end not simply b/c of my request to not be contacted anymore, but also on the merits of the complaint. Either way, I am happy that this issue is resolved. 

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

  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company sold defective products and refused to refund money. I paid for an extended warranty twice since first set of patio chairs failed after less than two years then ended up paying full price for second set and an additional warranty and they still denied to refund for second set of defective chairs

  Business response

  01/12/2024

  We regret to hear of you recent experience with Ashley HomeStore.  We own and operate 12 Ashley franchises in the state of ********.  Please contact Ashley Corporate at ************ and they can connect you with the correct franchisee to address your concerns.
  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. ↩