ComplaintsforAshley Furniture Industries, Inc.

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Initial Complaint
06/13/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a bedroom set from Ashley Furniture in July 2018 and it was delivered in August/September 2018. I ordered the furniture online and paid the invoice in full via a credit card in 2018. We had no issues with the order or delivery. In June 2024, I received an email from Ashley Furniture that I owed $159.00 for an outstanding delivery fee. They advised that they attempted to charge my credit card but it was declined. They sent me two notices for this outstanding balance. When I contacted their customer service, I advised that I thought the emails were a scam since I had no recent transactions from Ashley Furniture. They advised I did have a remaining balance and asked me to submit payment. I declined and asked for more detail. All they could advise was that they did an audit and found this balance. They did not provide any explanation for why they did not provide an invoice in the 6 years since I received the delivery. The original invoice from my order did not include a delivery fee and that invoice is attached. The invoice for the delivery fee was only generated in April 2024; also attached. Lastly, the company attempted to charge my credit card (without my knowledge or consent) and the charge was declined as this card is expired. I am still unsure if this is a scam and some entity is trying to represent Ashley Furniture or if this is legitimate. If this is legitimate, I decline to pay for this delivery fee as it was not part of the original agreement and the screenshots the finance department sent me do not provide a sufficient explanation of the situation.
Business response
06/19/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to the ************************** They advised that when the order was placed there were 2 lines on the order. One for $166.94 and the other for $1,154.58. The amount of $166.94 was finalized on 7/24/2018 and the amount of $984.99 was finalized on 8/16/2018.
This leaves a remaining balance of $159.99 (which is actually the before tax amount) that was discovered during the audit.
We apologize for the inconvenience;however, this is still due from the customer as the service was provided.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have spoken with the finance department who could not provide me with the original invoice that detailed my bedroom set along with the delivery fee. All they provided was a screenshot of their records which I am unsure if they edited to validate their claim as I again did not receive the original invoice with the total that included the delivery fee. The finance department and this response has provided no explanation on why items would be delivered without me paying a delivery fee. The only explanation is an audit which identified a 6 year old debt that they cannot prove. An invoice for the delivery fee was only generated in April 2024 which is not when I received service from Ashley Furniture. The finance department also attempted to authorize a credit card without my knowledge or consent and only made me aware of this invoice in June 2024 when the payment was declined. I would like this debt to be resolved completely with Ashley Furniture taking responsibility of this debt in its entirety.

Regards,

Ashley *****
Business response
06/19/2024
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to the ************************** They advised that the delivery fee is being addressed internally and there is no balance due at this time. If needed, the consumer will be contacted for further information; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/20/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Ashley *****
Initial Complaint
06/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two sofas from Ashleys Furniture and also paid for assembly. However, I couldn't personally oversee the delivery, so my mother accepted the items on my behalf. Upon arrival, the delivery personnel asked my mother if they should assemble the furniture, despite the assembly fee having already been settled. This deviation from standard procedure, I've ordered from Ashley's before and once the assembly fee was paid, they would arrive and simply ask where the assembling should be done. My mother, unaware that assembly was already included, declined the offer. Subsequently, there was no communication from Ashleys regarding a refund for the incomplete services, which would be expected. When I sought resolution through communication with Ashleys, I was instructed to provide photographic evidence of the couches in their packaging for investigation. Following this, assurances were made regarding the scheduling of assembly, with a promise of a follow-up call within 48 to 72 hours. However, no such callback was received. Upon subsequent inquiry, I was informed that assembly could not be arranged due to my mothers ' decline of service' and alleged ongoing construction at my residence that would disallow them from assembling, a claim I dispute as there was ample space available. At this point we attempted to pursue a refund for the services not rendered. The agent informed us that our refund request is subject to review and it not guaranteed, which baffles me considering we were charged for a service that was not rendered. We once again were told to wait for a call back, which unsurprisingly I'm doubtful I'll receive. We only appear to get any information once we personally reach out. And based off our communication thus far they seem unwilling to provide us a refund.The handling of this entire situation has been profoundly unsatisfactory, and the level of customer service provided thus far falls short of expectations.
Business response
06/13/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to ************************ We were advised that assembly was completed on 6/12/24; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/11/24, I went to Ashley Homestore on *************** in ********, ** and purchased some furniture. I informed the sales rep that I was looking for a chaise, among others, for my elderly mom. He showed me a few selections that would fit my needs and after our search, I ended up choosing a corner chaise of a sectional that he recommended which I was told can be bought in pieces. When my purchases were delivered, that ****** was placed against the wall like I asked them to and when the delivery crew left, I decided to move the chaise to a different spot and that's when I saw the incomplete portion of the chaise. The upholstery did not go all the way to the entire chaise, as you can see on the picture. I had called and complained about it because it was unfinished. I never expected an unfinished furniture. I was under the impression that because they sell that sectional in pieces, that each piece would be finished and that there would just be a connector or bracket because it was part of a set that I can remove if I decide to move it to a different area of my living room. Instead, a big portion of upholstery is missing. This could be rectified by simply allowing their technicians to finish that portion and apply upholstery where needed. Instead they chose to not allow it because they don't think the furniture is defective. It may not be defective but it is unfinished and should not have been sold in pieces. It was not disclosed to me at the time of sale that the upholstery will look like this.
Business response
06/17/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to ********************* We acknowledge the consumer's concerns regarding the corner chaise. While the item is not damaged or defective, we appreciate the consumer's feedback. As a gesture of goodwill, we are approving a courtesy re-selection credit for the consumer. They will need to visit the Homestore and utilize the credit towards something that better suits their needs; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear.
Reselection was not possible as they have no other items that would suit. As such the store has offered a one-time refund instead. The item will be picked up on 6/21/24. However, I was told it will take 2-3 months for the item to be dropped from my bill.

Thank you once again for your assistance with this issue.

Regards,

***************************
Business response
06/19/2024
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to ********************* The item is scheduled for pickup and return on 6/21. Once returned the refund will reflect on statements within 2 billing cycles.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance in resolving this issue.

Regards,

***************************
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date- 12/27/23 Order #- 1227321GZTC I went in and ordered a sofa set from ********************* and the incorrect color was ordered. I wanted birch and the color that was sent was flax. The couches were delivered on 12/31/23. I then emailed ****** on 1/2/24 due to new years and never got a response so I called the store and spoke to someone there and they placed an order for the correct ones telling me theyll be delivered in ***** weeks. I got a call 2/19/24 saying my delivery will be 3/7/24. Then I got a call on 2/26/24 saying they can deliver on 2/29/24 instead of 3/7/24 so I called to confirm that I would be receiving the correct color and the old ones would be picked up, they said that was correct. So on 2/29/24 the couches were picked up and nothing was delivered. I went to the location I bought the couches from since I called several times and no one answered. I spoke to the manager on duty, **** where he made a joke saying they repoed my couches. I called the next day and spoke to an employee at the ************ location and asked for a manager to call me back and still have not heard back. She set up a delivery for 3/6/24 and today I got a call saying it would be the wrong color again. Ive spoke to many employees and none of them can give me an answer and the manager has still not called back and I have no couches as of today 3/5/24. I would like my couches to be delivered and a discount for all of the inconvenience. I took time off work 2/29, 3/6 (for original delivery) and now 3/7 for a rescheduled delivery? No one calls back like they say they will. Ive been paying for these couches that I dont have.
Business response
03/19/2024
As of February 10th this order is no longer affiliated with ******************* Furniture. This order was moved with the transition to Ashley Furniture.
********************************** is the person to contact please.
Business response
03/27/2024
his order is no longer affiliated with ******************* Furniture. Thank you. You would need to contact the Ashley Store you new sales order number is 0102421IJIC.
Business response
04/23/2024
This order is no longer affiliated with ******************* Furniture. This order was moved with the transition to Ashley Furniture.Thank you
Customer response
06/07/2024
I tried to close out the complaint a bit ago. Got my couches on 3/12/24 after a few stops at the ************ location and SEVERAL calls to the warehouse. I spoke to one of the managers and literally cried til the issue got resolved. Since Ashley furniture is no longer with ******************* they didnt want to honor the exchange from their mistake but the manager was able to take care of the situation for me.
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a couch in store from Ashley Furniture. Two weeks later the installer came and dropped off the couch. They unpacked it screwed in the bottom pieces and left. That same day we tested the couch out to discover that the chaise and couch would make a creaking sound when you sat on it. The stitching also on the chaise was also poor which was covered by the pillow. I contact Ashley Furniture within 72 hours. I have done my due dilligence and all I am getting is the run-around. They stated a technician needed to come out which he did. He stated at the time of visit that he "believed it was the arm that was the issue". He then stated "I am only authorized to exchange the couch and not replace the couch". I said well we don't want this couch as it is defective and would like a return. He stated, "you need to contact the store for that after I submit my report." That tehcnician was dishonest and in his report stated that "there was nothing wrong with the couch and that he pulled it a little bit away from the wall". That was completely dishonest and I was outraged. I have been trying since that visit to contact Ashley and I get the run-around again. Someone will call you back within 24 hours, I cannot talk to a supervisor, I have to have another technician come back out, etc. Now here we are today I have an appointment that they scheduled a tech to come back to my house between the hours of 930-1230. It is 838 a.m. now and they are saying if someone isn't here within 20 minutes we are leaving. How is that my fault when they scheduled me from 930-1230. All of this is a nightmare and I have been nothing but transparent and did what I was supposed to do in the time specified. I don't know what is next but I will continue to have Ashley return their defective couch. This isn't right at all.
Business response
06/10/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to ********************* Per the service visit on 6/5, the loose screws were repaired and the fabric was adjusted. Per policy, a return/refund is not approved. We reached out to the customer via email offering a one-time courtesy exchange of the same item.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We bought an Ashley mattress on December 26,2023. The fibers are coming apart on it and feel like tiny needles all over it. We cannot sleep on it. Its supposed to be cooling and we bought it for our daughter who had done surgery. Ive called the manufacturer and where we bought it bed bath and beyond. No one will address it.
Business response
06/10/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to Management. We were advised that they are working with the consumer to resolve this issue; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My wife and I purchased a living room set and a coffee table back in November 2022. We sold off the couch set because it was built poorly. We currently have the coffee table in an office which never gets used. The coffee table to starting to bubble up. The item has not seen any moisture, we have no pets, or kids. This items is clearly defective from the manufacturer. This item should carry a longer manufacture warranty for defects. I can understand physical damage, but this is a manufactured issue. We purchased our table at the ******, GA AF at ****************************************
Business response
06/10/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to ********************* We acknowledge the consumer's concerns.However, we regret to inform that the consumer is no longer covered under the one-year manufacturing warranty and does not have the extended warranty.Regrettably, we are unable to offer further assistance to the consumer. We apologize for any inconvenience caused.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Ashley never takes ownership and helps their customers. This is the 2nd time weve been screwed by them. Something has to be done about their awful business practices. Its just a money hungry company. Customers buy an overpriced $500 table thats made from cheap wood and we live with the garbage when its manufactured poorly!

Regards,

*************************
Initial Complaint
06/03/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Feb 8, 2024, we placed an online order for a *************************** Sofa ******************************** Sofa, and Carianna Ottoman for $4216.21 (order number ************). Our original delivery date was scheduled for April 9, but the date has been changed 3 times since then (May 22, June 5, June 18)! On June 2 we removed old furniture from the family room after I double checked the order tracking on Ashley's website. On June 3, just 2 days before the furniture was supposed to be delivered, we received another notification that the delivery date had been changed again to June 18!I have received the runaround from Ashley **************** and 2 ********************** stores/delivery coordination teams since about when the furniture will actually be delivered. The Ashley customer service rep said the ******************** is "guaranteed" to be delivered by June 18, yet the people I talked to at the stores/delivery teams said the date isn't guaranteed because they are still waiting to receive the furniture from the manufacturer. We were expecting to have the furniture well before a family visit at the beginning of July, and now we have no furniture in the family room. If Ashley can't deliver the furniture soon, more than 4 months after it was ordered, we may have to just cancel the order and purchase furniture from another company that can actually deliver products in a more reasonable, customer-friendly manner. We have purchased lots of other furniture from Ashley before, and we have never had this much difficulty receiving the products.
Business response
06/06/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to the Fulfiller. We were advised that the item was out of stock until June. As of now, the consumer is scheduled for the soonest delivery date;we apologize for the delay.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is now June 8 as of this writing, and the furniture is scheduled to be delivered on June 18. Can Ashley guarantee that the furniture will be delivered by this date or July 3 at the latest? Or could the delivery date be changed again just 2 days before June 18?

Thank you,
*********************
Business response
06/13/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to the Fulfiller. We are working with them to confirm the consumers delivery date; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
06/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Case # ******** May 22, 2024, the delivery men already had it at my door. . After putting taking the pieces out and put it together we noticed that the one of the corners had been damaged and two of the chairs were rocking. My greatest concern was the damaged corner.May 29,2024 The tech name was ***** (****)- he rudely tells me to Look, that his gps brought him there and its not his fault. I advised that no he drove to the wrong building. He then tells me that that he isnt from our here and that I need to wait, or he will leave. His whole demeanor and attitude was rude. The tech takes a look at the table and tells my dad that they arent going to replace it, that we shouldnt have taken it out the box. My dad explained to him that we wouldnt have know it was damaged if we didnt take it out the box, and you cant tell from just looking on the outside. He then tells my dad that I should have paid the extra money and had Ashleys put the table together. Later, ***** implies that me dad dropped the table himself. My dad tells him we have picture of the box and the damages from the day it arrived, and that the men were already the door with it when he got here. He mentioned to my dad a few options, my dad said hold on, let me speak with me daughter this is her apartment, ***** says , these are apartments, they look like hotels. Then tries to pressure my dad to make a decision, and my dad tell him again No, this is my daughters apartment she need to make the decision. ***** tells my dad that- your scared of your daughter At this point my dad was feeling disrespected and angry. ***** gets on the phone and said he can send another tech out. I told him I am getting a new table delivered. He said that he will call the office and verify that. And then proceeds to tell me to make sure I spend the extra money to have it put together. Not only were me and my father insulted, we were embarrassed. The tech was rude and out of line.
Business response
06/05/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to ********************* We were advised that the consumer received an exchange on 6/5/24; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
05/29/2024
Complaint Type:
Delivery Issues
Status:
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.
I recently purchased a coffee table from the Ashley website, advertised as "ivory pine." However, upon arrival, I was dismayed to find that the table is actually gray, not the light ivory pine depicted online.I contacted customer service with a screenshot from their website alongside a photo of the coffee table I received. I emphasized that had the website accurately shown the coffee table's true color, I would not have made the purchase.Here is the response from Ashley: "Thank you for the pictures. I reviewed them and the item you received is of the correct color. The color may look lighter online due to the lighting they use."However, the item I received is distinctly gray, in ***** contrast to the "ivory pine" described and shown, which is significantly lighter and resembles white. This isnt a minor variation that can be dismissed as a difference in online lighting; it is a blatant discrepancy that significantly affects the aesthetic and suitability of the product for my needs.Asserting that the product's color matches the advertisement because of photographic lighting is misleading and unacceptable. This practice of misrepresenting product colors to entice customers under false pretenses is unethical and unprofessional, damaging customer trust and likely violating consumer protection laws against false advertising.
Business response
06/04/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns,we reached out to ************************ We were advised that the consumer received the correct item. Please note lighting may play a role in the color and perception. At this time, the consumer filed a dispute; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB

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