ComplaintsforAshley Furniture Homestore

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/05/2023

  we are happy to refund the entire delivery fee.

  Customer response

  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

  08/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  09/06/2022

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

  Customer response

  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

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  08/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  08/17/2022

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

  Customer response

  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

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/02/2022

  we have refunded the customer their delivery fee.

  Customer response

  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

  08/16/2022

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

  Customer response

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

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been dealing with Ashley’s in ********** Va for 2 years.We purchased over $4,200 worth of couches and got the extended warranty. Within the first year we had a chair and couch break the reclining mechanism in the exact same place (these are electric reclining, so there was no misuse involved). After contacting them by phone and not being told we needed to file a claim online and that our previous phone conversations with ******* about our warranty were basically useless, we reached back out and we’re finally told about filing a claim. We asked ******* to have it repaired, and were told parts were back ordered due to covid, so we waited, fast forward another 6 months of checking in and nothing. Then we met ******* with Ashley’s in ********** because the girl who sold us the couches apparently had gotten fired. We talked with ******* who seemed nice and attentive and acted as though she cared. Fast forward another 6 months of having to initiate every conversation and having her stall us for several months about “new frames” that other Ashley’s stores as well as other sales associates in her own store had no idea about. We were getting the run around and simply asked for a replacement of a couch that actually worked. ******* told us that wouldn’t be a problem and we made several useless trips to her store only to have her push us off for months about these “new frames” that were coming, then the dates Kept getting pushed back. I finally noticed that every time I had to initiate conversation, every time I had to ask the questions on both ******* and ******** behalf. We paid for this warranty only to have it go nowhere, now here we are with couches that still don’t work and people who have been caught lying to us about “new frames” amongst other things ******* said happened, that did not happen. We reached out to ******* on 4/5 for the 2nd time about having her manager contact us before 4/12 and yet have not heard a thing.We have this all in writing.

  Business response

  04/13/2022

  The GM is working with the customer and Ashley corp to resolve the issue.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In November, my fiance and I went into the ********* ** Ashley home store to look at couches. After about an hour of walking around, we decided on the party-time dual recliner. Since it was over $1000 and the company offers a loan system, ******* we decided to go that route in purchasing the couch. We were told we needed to do a deposit of $438.28. The GM told us this couch was in stock and we should get it in two weeks. Three to four weeks go by, and still no news about the couch. We went into the store, and we spoke to the GM. He sat down at the computer to see what was going on since we should have gotten our couch by now. After he pulled up our information, he said I don't understand why it hasn't been delivered; you already paid the $438.28. The lady who deals with the store's purchasing and financing said to him that she split the payment into two, and we owe another $400 before the couch can be dropped off. My fiance and I were very confused because no one told us or contacted us that we owed another $400. We told the GM that we didn't want to get the couch since we got told two different stories and the lack of communication. The GM reached out to my fiance the next day, telling him we didn't need to pay the extra $400 if we still wanted the couch, but my fiance told him that we were still not interested. I've reached out to the store a few times about getting the $438.28 refunded, but I have gotten nowhere. I was told that the $438.28 is the restocking fee even though nothing was ever delivered and because of their lack of communication. I got in touch with someone a few weeks ago through their customer care. The lady I spoke to said she would look into it for me, and when I gave her my name and my fiance's name, she said she couldn't find an account matching those names. She said she would have someone from the Roanoke store help her look into it, and she would get back to me, but she never did.

  Business response

  01/25/2022

  we will refund in full. the store is reaching out to the customer.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I went into Ashley Home Furniture in ********* in the beginning of September for a kitchen set. The lady I worked with told me I would have my piece in two weeks. The paper I signed did say it may take 8-12 weeks but she said don’t worry about that honey, yours will be here in two weeks I checked the stock. I told her as long as it’s two weeks because, I don’t have a table and my kids and I are eating dinner on the floor. Well, no table in two weeks, nor did they call to update me. I had to call them. It went from mid September to beginning October, to middle October, until end October. At this point I asked for a refund because their policy states full refund with no restocking fee as long as furniture is in the condition I got it. I never got my kitchen set, so there is nothing to restock. Now they won’t give me my $200 back. Charging me for something I never got, on top of keep changing dates every time I call them. I am a single mother eating on the floor. I just want my refund.

  Business response

  10/12/2021

  the store is working with the customer on either a refund, exchange for chairs vs the bench that is out for a couple more weeks, or the bench off of the floor. The customer can choose whichever option they would like.

*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. ↩