Complaints

This profile includes complaints for Ashley Furniture Homestore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley Furniture Homestore

  2116 Wards Rd Lynchburg, VA 24502-5312

• 

  Ashley Furniture Homestore

  1540 S Main St Blacksburg, VA 24060

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June I ordered a sofa. Sofa arrived July 5th (or thereabouts). The sofa had pillows unevenly stuffed. Someone was sent out to restuff the pillow. And everytime someone sat on the sofa when they got up I had to push the cushions back in. I called the company in early July, I initially felt perhaps the sofa/ pillows needed time to "exhale". I sent called an sent an email. Not receiving a reply I contacted Ms. ******* her she said she had been on vacation, and she turned it over to the store manager I called the store early July. I initially felt perhaps the sofa needed time to "exhale". The seated pillows kept coming out and had to be pushed back in every time someone sat on it. I called the store n sent an email. I was told I could come in and select another sofa. I paid 199.99 for delivery of the first sofa and was charged another 199.99 for the other sofa. I am upset that I had to pay an additional 199.99 for a poorly made sofa to be delivered I expressed this and was told I had to pay because I am getting a new sofa and I had to pay for the return! In addition before the "NEW" sofa came in, it had to be returned, before it was taken off the truck because it was damaged. In addition the new sofa was advertised for $50.00 less. (ASHLEY DOES PRICE MATCHE)I was told: I'm NOT GIVING YOU 50.00". I had the first sofa for less than one month when I called AND sent an email to state the issue. But was told basically the store was doing me a favor because I had the sofa for over a month. WHICH WAS NOT TRUE. I WOULD HAVE HAD TO SOFA FOR LESS TIME IF THE FIRST "resent" sofa was not damaged Sent from **** ****** (**********************)

  Business Response

  Date: 11/13/2024

  The customer accepted the refund for her delivery and was very appreciative of the follow up. 

  Customer Answer

  Date: 11/13/2024

  I have reviewed the response 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. Regards, **** ******

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recliner. And dresser. As I looked over the furniture, I noticed the tare on the recliner, and the wood chipped on the bottom of the dresser. I called them and they claim a tech will be out to repair. I rather a replacement. I've not heard back from them or the technician. The dresser was delivered today I looked over the dresser. It looked ok until I started removing the foam and tape. I thata when I noticed the 5 inch chip under the bottom right drawer. I'll never purchase from ashley again. All I want is for them to replace the recliner and repair the woodwork on the dresser. Also fix the sofa recliner mechanism because you have to pull up on the leg rest in order for it to recline.

  Business Response

  Date: 10/16/2024

  We spoke with the customer. we are exchanging three items; recliner, loveseat, and dresser - customer has already had technician visit and the technician said there is nothing further he can do - he is pleased with the exchange resolution.I told him it will be around the beginning of next month before we see anything due to the dresser being out but we would replace all three items; he asked about his table on order still; I said it is showing early December, I tried to rotate POs and told him unfortunately they're all coming in early December for every customer that ordered one as of right now. I offered to see if he would like to take a floor model and he said no he'd just wait.I also apologized for the issues thus far and told him if he needed assistance to call us immediately and if he is still having issues to speak with me again.

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we ordered a large order of furniture for my daughters room on November 8, 2023. It was set for delivery on December 1st. Which they did show up to deliver the furniture, but as soon as they showed up they told us that one of the rails was broken and they would have to order it to our house. 1. We should have been made aware of the damage prior to them showing up. 2. Part of the delivery fee we had to pay was that assembly of the furniture was included in the fee. They didn't assemble anything and left. We called the Wearhouse and were told they should have been made aware of the damage prior to delivery so they could find a solution and were not and then told us that the rails were there and just not picked up. They then told us our only option was to drive 45 min away to pick it up ourselves and assemble the bed ourselves. Or wait 2-3 more weeks until delivery was available again. And that they would not and could not compensate us since the items were delivered to our house (this was the only delivery options, us picking it up was not an option. Now we have to drive 45 min to go pick up pieces of our bed and assemble it ourselves and would like to be compensated for this.

  Business Response

  Date: 12/01/2023

  The customer has picked up the new rails, and the customer care department has reached out to the online customer care team to process the refund for the customer. 

  Customer Answer

  Date: 12/01/2023

  I have reviewed the response offer 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. Providing us with half of a refund on delivery service is not adequate when we had to turn around and waste our own gas to come pick up the rails and assemble it ourselves.  Regards, **** ******* 

  Business Response

  Date: 12/05/2023

  we are happy to refund the entire delivery fee.

  Customer Answer

  Date: 12/05/2023

  I have reviewed the response 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. We do request that this is sent to our home address as a check with a letter stating it was refunded for our records. The original purchase card has since been paid off and the account is closed.  Regards, **** *******

• Initial Complaint

  Date:08/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience. The furniture was scheduled for delivery on August 19th. That day only 3 of the five items showed up. The delivery drivers explained that the other items were left off, and it "happens" often. They attempted to assemble a tv stand in my living room; it fell apart in a pile of bolts, board, and nails on the floor. They took it back. Spoke with ****, the ********* manager who worked and had the remaining items delivered the next day; in addition, had a new tv stand ordered. Today August 27th called to get an update as I had not heard anything on the tv stand. ***** (Office Manager) answered the phone. I explained the situation and stated that if takes much longer, I would like to be refunded for the tv stand and go elsewhere. Before I could finish speaking, she cut me off, stating, "I'm trying to help you with this." I reminded her she was speaking to a customer, to which she responded, "I'm trying to help you; you're not going to speak to me this way," then hung up the phone. I called back asking for the manager and name of the regional. ***** again answered, shouting at this point, "I"m trying to find out the status, you need to be quiet and allow me to speak to them, or you can just call the ******* store and deal with them." She hung up on me three more times, refusing to give the name or contact of a regional.

  Business Response

  Date: 09/06/2022

  We will be refunding the customer $200 to compensate for lost time and frustration to satisfy this complaint.

  Customer Answer

  Date: 09/07/2022

  I have reviewed the response 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. Regards, ****** **********

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased king size bedroom set, dining room set, couches, and 4 mattresses from Ashley furniture store in ********** ******** in November 2021. The scheduled delivery was in Feb 2022. Feb. came along, I contacted them and they gave me a different date. Throughout this process I spoke to ******* a manager. The first delivery was for the mattresses. I contacted her that the mattresses where uncomfortable, she told me I can exchange them but after a month. I called after a month and had the king mattress changed and the 2 twin sizes changed for 2 full size. During my next delivery they sent me the king size but not the full size mattresses. ******* stated that it’ll be sent with next order. Next order came and it was the dinning room set with the couches but no mattresses. The chairs of the table where wobbly and the dinning room table panels where defected. Couches too, cushions were lopsided and sunk in. I contacted *******, she said someone will fix the issues or give a credit. The next order came but no bed, mattresses and they never took a look at the damaged items. I called *******, she stated the mattresses and bed had been misplaced. She told me it was odd that they never took a look at the damaged furniture and noted it for next delivery. She then reassured me and gave me a discount for all the trouble. The lies kept reoccurring about items getting fixed/delivered so I called. She told me she’ll call me back. I get a text from ******* with more lies and I told her I wanted a full refund. She texted me stating I’d get a FULL refund and they’ll pick up all items within a month after processing everything. A month later I find out ******* quit. I called another manager and he told me he needed proof in order to reimburse me. I then texted him proof and he told me he’ll call me back. He calls back stating he’d lose too much. I told him I won’t pay and he threatened me with lawyers and lawsuits. I went ballistic. I want a refund that’s what they agreed on

  Business Response

  Date: 08/23/2022

  the customer has had the product since march. we have already reordered the items that were damaged and they are ready for delivery. the terms of the contract state that all sales are final, and the product has a 1 year warranty. We will fix the issues that the customer has.

  Customer Answer

  Date: 08/24/2022

   I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.   The company had only purchased the full size mattresses that are currently in their warehouse. They haven’t responded to fixing my damaged dinning room set nor my couches. And yes some of the items have been purchased since March but I have  been complaining since March with no resolution. They failed to deal with the issues since March and now they’re blaming me for them not taking care of the issues that have been going on for months. Because of the lack of professionalism and not fixing the issues since March , ******* the manager stated  the furniture will be picked up but I would need to wait for the warehouse to schedule a pickup in a few weeks to a month (again me waiting for them to fix the problem which is taking months on their end). I have proof of the texts that were sent to me from the manager directly. They have the proof of all the phone calls I’ve called to inquire about those issues. So yes I’ve been waiting for months and they’re now trying to gaslight the situation. Because ******* stated I’d get a full refund, I had already purchased new coaches and now they haven’t only wasted my time but my money as well. I will except a full refund for the couches since I purchased new ones based off of what the manager told me. I want the dinning room set to be fixed and the mattresses to be exchanged. That is the compromise I’m willing to accept which is a partial refund just for the coaches. Regards, ******** ** ******

  Business Response

  Date: 08/30/2022

  We will be taking the sofa and loveseat back as long as it is in like new condition. We will also be servicing her table and chairs with a technician. We also still owe her the 2 full size mattresses and dresser that will be delivered out. Per the customer, this will satisfy her complaint

  Customer Answer

  Date: 09/08/2022

  I have reviewed the response 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. Regards, ******** ** ******

• Initial Complaint

  Date:08/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Ashley Furniture in Lynchburg on 5/5/22 to order a bedroom suit. I found one I liked and ordered that and a mattress. I put money down as a down payment and they said it would take 4-6 weeks to get my suit. As of today(8/15) I still do not have my suit. They called me one day saying I needed to pay the remaining $395 on my mattress before it would be delivered, so I paid it. Still nothing. I’ve called multiple times and all I get is “it’s being ordered” or “it’s still being shipped to our warehouse”. They once offered to deliver the mattress, and dressers but not the bed because they can’t get it to the warehouse yet. I refuse to pay a dime towards the loan amount because I haven’t gotten the furniture yet. Once I get my suit, I will NEVER buy from them again. Now I have a $2400 loan against me for something I don’t even have in my possession yet.

  Business Response

  Date: 08/17/2022

  Offered customer accommodation along with the information, and she is satisfied with the resolution.  

  Customer Answer

  Date: 08/24/2022

  I have reviewed the response 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. Regards, ****** ****

• Initial Complaint

  Date:07/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchase a sectional at the ********* ** Ashley Furniture store on July 5th 2022. My wife opted for the “white glove” delivery. The delivery was scheduled for July 12th between 5:30 and 8:30 pm. A link to follow the delivery was sent to my wife. We are currently renovating the house while living elsewhere. My wife waited at the house and the real time delivery time changed twice. Ultimately the delivery was estimated between 10:15pm and 12:15am. We were confused how a couch could be delivered at midnight! Around 11:00pm, we made the decision to leave for the night. I called the store on the morning of 7/13 to check on the delivery. I was informed that I needed to call the warehouse. The warehouse told me that it would be rescheduled 7/15. The salesman ended up calling my wife and rescheduling the delivery for the afternoon of 7/13. The couch was delivered and the decision was made by us to leave it wrapped up due to the renovations. When we returned to the house on the evening of 7/13 I decided to unwrap part of the couch to see what it looked like. Upon unwrapping a section that has a wooden table, it was discovered that the table was broken and a rip in the fabric. I immediately called the store and talked to ***** ****, she asked me to email her pictures of the damage. We have received calls from the store in the following days but were told that warehouse would call to reschedule the pick up and delivery. After a few days (7/12) we hadn’t received a call from the warehouse and I called to speak with the store manager, **** ******. Mr. ****** told me that his team didn’t handle it appropriately and he would make a few calls and call me back within the hour. Within the hour my wife received a call and was told the deliver would be made on 8/3. I called Mr. ****** back a few hours later and he said that it is scheduled to be delivered but he was trying to get it taken care of sooner and would call me back with a solution. I never did receive that phone call.

  Business Response

  Date: 07/28/2022

  the warehouse has arranged for this to be delivered tomorrow, and the store manager will reach out to the customer today to process the refund of the delivery fee. 

  Customer Answer

  Date: 08/02/2022

  I have reviewed the response offer 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. Couch was delivered, but delivery person broke table attached to couch.  Waiting to have that part of sectional replaced, again.  $200 delivery fee refunded back to the card. Regards, ****** ***********

  Business Response

  Date: 08/02/2022

  we have refunded the customer their delivery fee.

  Customer Answer

  Date: 08/05/2022

  I have reviewed the response offer 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 delivery fee has been refunded. The sectional was exchanged on 7/29/22. Unfortunately durning the installation the table attached to the side was damaged. Another exchanged was scheduled for 8/4/22. The delivery men arrived at 6:15pm and didn’t have the section to replace the damaged section. This is the 3rd attempt to deliver the purchased product. Thank you****** *********** 

  Business Response

  Date: 08/16/2022

  We have refunded him $500 per his request to satisfy this order with him keeping what he has

  Customer Answer

  Date: 08/22/2022

  I have reviewed the response 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. Regards, ****** ***********