ComplaintsforAshley Furniture HomeStore Kingswere

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Canceled an order which was confirmed on June 21st and my credit card has not been credited. Was told it could take 10 days which is unacceptable for an electronic transaction.

  Customer response

  06/30/2024

  The address for the Ashley store is located at ********************************************************* and their phone number is ************ but they're never answer the phone.

  

  Business response

  07/15/2024

  Thank you for reaching out to us and bringing your concerns to our attention. We are truly sorry for any inconvenience and disappointment you may have experienced with your purchase. Per our records, the refund in the amount of $1,583.44 was processed back to the Mastercard ending in XXXXX0497. If you have any questions or concerns please do not hesitate to reach out.

  Regards, Ashley Furniture *********** **** Corporate Office 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a outdoor patio furniture set that included a couch, love seat l, two chairs and a coffee table. We ordered it in May of 24 and after a delayed delivery it was all to arrive on June 11th on the 11th the couch, love seat and two chairs showed up. No coffee table to the set. One of the chairs is damaged and still not fixed. ******* states that the coffee table will be two weeks to deliver. On Monday the 24 of June we were advised the coffee table would not arrive till mid to end of August and because we took delivery of the other furniture we could not return it because they can't fulfill the set. We asked it they could guarantee August delivery and the store manager said no that no products are guaranteed and that have been having issues with manufacturing of products they sell. We asked if we could have the floor coffee table to our set and they refused to try to make order hole.

  

  Business response

  07/03/2024

  Hello, This is Ashley's furniture thank you for reaching out to Ashley Furniture *********** **** We value your feedback and appreciate you bringing your concerns to our attention. I will be partnering with our inventory control and warehouse team to verify if we are able to receive the cocktail table sooner than 8/7/2024 to fulfil the delivery for you and an update would bee provided once available. if you have any questions or concerns please do not hesitate to let us know.

  Regards, Ashley Furniture *********** **** Corporate Office

   

   

  Customer response

  07/05/2024

  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.
  
  [Please type your response here.]
  Having order product in May and having delivery delayed twice do to inventory issues is do to ashley's misleading the consumer about their ability to fulfill orders. Waiting four months is definitely unreasonable especially when our local store has the coffee table in their showroom. Ashley's business practice of selling furniture and taking consumers money when they are not sure even if they can fulfill order seems to scream that they should be labeled a bad, unreliable business. The solution to this issue is not having us wait till August to get a product we purchased in May but the fair solution is to give us the coffee table they have currently at our local store. I believe 12 reasonable people would find that tobe a fair resolution to this.
  Regards,
  
  *********************

  

  Business response

  07/06/2024

  Hello,

  I understand your frustration, and I truly empathize with the situation you're in. We've discussed the matter with leadership, and regrettably, we are unable to sell you the floor model at this juncture because the item has not been discontinued. Rest assured, should an earlier estimated time of arrival for your item become available, we will promptly inform you of the update. Thank you for your understanding.

   

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My fiancee and I purchased an "L Shaped" sectional couch from the Ashley Furniture store on 6/15/2024 in the amount of $1399.96. In addition to this amount we paid $149.99 to have the item shipped directly to our home. They informed us that it would be 7 days before we received our purchase which meant we would be siting on the floor until it arrived as we have just purchased our first home. On 6/25/24 the couch was delivered only for us to open the boxes and find that they had sent the wrong order. We had the "corner chaise" to the couch that we ordered which was correct and a completely different couch from what we ordered entirely as the second piece. After calling the Kennesaw store where it was purchased 18 times with no answer, we then called the Douglasville store where we finally reached a live person. This lady informed us that she could indeed see where the wrong item had been delivered and then proceeded to give us the number to the Kennesaw store as her answer to our problem. We have since placed 12 more calls to said store with no answer. We then called corporate who informed us that the issue would require 24-48hrs for someone from that store (Kennesaw) to review and get back to us with what to do next. The same store which we have now called 30 times. We still have no where to sit, no money for another couch, and have no guidance whatsoever on how to resolve our issue. This is absolutely the WORST customer service we have EVER received and do not want anyone else to experience the frustration and disappointment that we have experienced during a time that should be anything but such. We would greatly appreciate any assistance that the BBB could provide to help us with this situation. I will happily provide any documentation that the BBB believes to be helpful including pictures of the number of calls placed to the store today. My fiancee, *************************** is also on the account when you attempt to locate it. Ashley Customer ID#: ************

  

  Business response

  06/26/2024

  Thank you for reaching out to Ashley Furniture. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are unable to find the account in question. Could you please provide a Sales Order number or a phone number / email that attached to the account. That way we can review this for you.  
  

  Regards,Ashley Furniture *********** **** Corporate Office 

  Customer response

  06/27/2024

  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.
  
  [Please type your response here.]
  To Whom It May concern:

  First of all it is completely appalling that the person Ashley Furniture has placed in the problem solving/customer relations position is the ONLY person who cannot locate my account information.

  Sale #: 301504510

  Customer #: ************

  Email Attached to Account: ************************

  I am beyond dissatisfied with your customer service. I was finally able to get a live person on the phone at the ******** location today where they informed me that they had no record or missed call from my number on 6/26/24. I called a total of 30 times and my parents called 10 each from their cell phones with no answer. This was a blatant lie and I can assure you that I will make sure that the public is well aware of how you treat your customers through the appropriate review process from here forward.
  Regards,
  
  ***********************

  

  Business response

  07/01/2024

  Hello, this is Ashley's furniture. Per our records, the delivery / pick up of the furniture is scheduled to take place tomorrow 7/2/2024 the items has been marked VIP to be thoroughly inspected by the warehouse team. If you have any questions or concerns please do not hesitate to reach out. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 12, 2023 I purchased the Navi sofa and loveseat for delivery. The delivery was scheduled for July 15 for threshold delivery. The delivery was on a date that it was rainy outside, to which the delivery was left outside of my apartment even though I was home due to the refusal of the delivery service. I had to hire someone to take the couches into my home. Upon unboxing them, I received both pieces of furniture damaged. One has a tear in the fabric, but both had dents in the end pieces. I reached out to Ashley and even visited the store with no outcome. After I filed a dispute with my card company, a representative reached out to me via email and stated that I would be given a replacement. Due to the hassle of them refusing to bring it inside the first time & having to hire & pay someone to bring it up the stairs, I declined a replacement and requested a refund for the items. They are refusing to provide a refund for the damaged items, which was not a part of the signed agreement (to which my signature was forged twice).

  

  Business response

  06/26/2024

  This is Ashley Furniture replying in regards to your delivery complaint. We did look into your claim and found that the sale in question had a doorstep delivery fee. The full delivery with set up was not chosen at the time of the sale. Due to the inconvenience the doorstep delivery fee was refunded on 7/17/23. Also our chargeback team did offer you a return with a full refund or a discount to keep as is. The offer was available for 30 days and we did not get confirmation and the return was never scheduled so the offer expired on 11/7/23. At this point there are no other discounts we can offer. I am sorry this was not the outcome you were hoping for, but we do not have any complaints about the items being damaged. We would gladly schedule a technician to address any concerns you may be having at this time. 

  Customer response

  06/26/2024

  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.
  
  The response stated that there were no reports of damage to the furniture. I had been back and forth with Ashley in email communication regarding the damages, and sent them proof of damages as well. As previously stated, I am not willing to accept a store credit in the amount of the purchase due to the fact that this has not been resolved in almost a year, and I would never support a business again who does not out the needs of their consumers first. Regarding the pickup, I also told them in an email that I was not willing nor able to miss hours at work to sit and wait on a pickup. The only day of the week that I am available is Sunday, which did not work for them. I am not willing to pay any amount, as I was offered a discount, for damaged furniture. This should have been corrected by the business within the 72 hour window they gave me, and I reached out to them twice during that period to state damages without response. 
  
  Regards,
  
  *********************

  

  Business response

  06/28/2024

  I deeply regret to inform you that, at this juncture, we're not able to extend any further discounts. We genuinely apologize if this resolution does not align with your expectations. I want to assure you that we have no record of any complaints regarding damage to your items, but we are more than willing to arrange a service call from a technician to address any issues you're currently experiencing.
  We understand this isn't the ideal experience and are committed to helping you find a satisfactory resolution within our capabilities.
  

  Customer response

  06/28/2024

  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.
  
  This response is a blatant lie. I have attached the email screenshots that show Ashley Furniture has been aware of this for well over 6 months and prior to issuing a credit to which I told them I would not accept. 
  
  Regards,
  
  *********************

  

  Business response

  07/03/2024

  Hello this is Ashley's Furniture, replying in regards to your delivery complaint. We did look into your claim and found that the sale in question had a doorstep delivery fee. The full delivery with set up was not chosen at the time of the sale. Due to the inconvenience the doorstep delivery fee was refunded on 7/17/23. Also our chargeback team did offer you a return with a full refund or a discount to keep as is. The offer was available for 30 days and we did not get confirmation and the return was never scheduled so the offer expired on 11/7/23. At this point there are no other discounts we can offer. I am sorry this was not the outcome you were hoping for, but we do not have any complaints about the items being damaged. We would gladly schedule a technician to address any concerns you may be having at this time.

  Regards, Ashley Furniture *********** **** Corporate Office 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 12, 2024, I purchased several pieces of furniture from Ashley Furniture, including one coffee table, one recliner, a two-seater sofa, one bed frame, and a $199.99 protection plan for the sofa, along with a $199.99 delivery and assembly fee. The total amount was $2,305.79, with the order confirmation number #*********. The delivery was scheduled for June 19, 2024, with the coffee table to be shipped separately via **** for delivery on the 29th.However, on the 19th, the two-seater sofa arrived broken, and the delivery drivers refused to unload it, instructing us to contact the store for a redelivery. Additionally, the queen-size bed frame I ordered does not fit my queen-size mattress, is very wobbly, and feels like I'm sinking into the mattress. Moreover, the bed frame's color does not match the website description, which amounts to false advertising. The recliner was fine.When I contacted the store to report these issues, they informed me the earliest reschedule date for the sofa would be July 20th - one mouth later. Besides, the coffee table's delivery was postponed to August due to a lack of inventory. When I raised concerns about the bed frame, the store refused to acknowledge their mistake and denied my refund request, claiming all sales are final. This policy was never communicated in-store, nor is it listed on their website or my receipt.I am requesting a full refund. Despite multiple attempts to resolve this issue since last Tuesday, the store has been unresponsive. They have neither canceled my order nor provided a refund, leaving me without any furniture and unable to purchase replacements due to the financial burden.Throughout this process, the store has shown no effort to assist me. Their only concern seems to be the money, not their customers. They have repeatedly failed to return my calls or emails, despite promising to do so. Today alone, I have called them at least five times with no response.

  

  Business response

  06/26/2024

  This is Ashley Furniture reaching out regarding your bedframe and cancelled delivery concern. We are working with our returns team to address this and will be reaching out shortly to see if anything else is needed. Please reach out to us if you have any questions.

  Customer response

  06/26/2024

  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.
  
  Thank you so much for your help! They have sent me an email regarding the refund confirmation (bedframe, recliner, protection plan, and the delivery fee). However, they didn't send me the cancellation confirmation for my coffee table, which is part of the same order but will be shipped separately and has had its delivery date postponed to August. I have been requesting the coffee table cancellation confirmation email for a while, but I have received no response. I tried calling the store twice today, but they didn't answer my calls at all.
  
  Regards,
  
  Issy Tan

  

  Business response

  06/28/2024

  Greetings,

  The Rectangular Cocktail Table has already been canceled.  i have attached the sales status documentation for the guest's records.  Please let me know if anything additional is needed. 

  Customer response

  06/28/2024

  [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 so so much for all the helps!!

  Regards,
  
  Issy Tan

  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/22/2024 I visited this location. As we were walking the store we found a black platform bed (pictured attached) with a piece of paper laying the bed that said Clearance(picture attached). We continued walking the store, and eventually finding a mattress that we wanted to purchase. After deciding on the mattress, we remembered the clearance bed we had seen earlier and told the says guy we wanted it, after a ton of back and forth and confusion, the clearance bed wasnt the one advertised but a different color one that was in the back room. I feel like that was a sales tactic to get you involved with the purchase, then Up charge you on the color you actually want.

  

  Business response

  06/26/2024

  This is Ashley Furniture reaching out regarding your mattress concern. We are working with our store team to address this and will be reaching out shortly. We do see your delivery is scheduled for this week. If you would like to reschedule or if you have any questions please reach out to us.

  Customer response

  06/29/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of transaction was second of September 2023. The price of the sofa was $899.99. It had a five year protection plan. Also bought the recliner, Which was $699.99 both the couch and the recliner the rest will not go down without kicking them down. Also bought a mattress the same day.

  

  Business response

  06/26/2024

  This is Ashley Furniture reaching out regarding your sofa concern. We are working with our Technician team to address this and will be reaching out shortly to see if anything else is needed. We did find that a technician was out yesterday and order parts to correct the concern. Please reach out to us if you have any questions.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some furniture from Ashley Furniture. I paid extra for shipping and setup. When they delivered it on May 23, 2024 - there were numerous problems. The first item I am complaining about is a vanity - that was missing the brackets that attach the mirror to the vanity. The delivery person said they called the warehouse and explained that they were missing the parts to finish putting the vanity and mirror together and they would ship the part to me. They were going to send the parts to me overnight mail. I never received anything until June 1st and then they were the wrong parts. Instead of brackets they sent me legs to something that werent even the same color as anything I ordered. I have called them numerous times and they keep saying they are going to send me the correct part. This has happened at least 4 times now. I still dont have the parts. They asked me to send them a picture by email showing what parts I did receive. I did that then they informed me they couldnt open a jpeg file. That is what most pictures are. When I called them the first time they told me to throw out the incorrect parts. Its a good thing I didnt or I wouldnt have been able to send them a picture. The second item they were supposed to deliver and put together was a bunk bed. When that came they told me they couldnt even leave it because they didnt have the parts. I told them to just cancel the order for that and the mattresses that I ordered with it because if I didnt have the bed I didnt need the mattresses. They were going to issue me a refund for this. I have called on that several times as well they jeep telling me that will be issued within 5 business days. I still dont have that yet. Everytime I call they keep telling me they need to open a new case for the refund. Those 2 items were a total of $709.97. Plus I paid for everything to be put together. That is not included in the item price. I am including photos.

  Customer response

  06/20/2024

  My husband and I live in ******* but purchased a second home in *********, **

  We purchased the furniture from the store in ** and the furniture was delivered to our home in ********  However when the parts were missing they were supposed to send the missing parts to our home in ****, ***

   

   

  

  Business response

  06/26/2024

  This is Ashley Furniture reaching out in regards to your refund concern. We are working with our accounting team to address this and will be reaching out shortly to see if anything else is needed. We did find that the bedframe and mattress were cancelled of your order. This should have started the refund process. Please reach out to us if you have any questions.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I added a document with the details.

  

  Business response

  06/21/2024

  We did partner with our Homestore and they confirmed the customer was refunded on 6/18/24. We will check with the customer to ensure the refund did show up on their end.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # ********* After taking 8 days off of work for delivery of 4 pieces of furniture, as of today the ** stand is still damaged. After receiving 4 different ones all damaged. Today the ** stand was supposed to have VIP inspection and the left door won't close completely. I'm now waiting for a technician to yet again come Thursday and look at it. With taking the days off for deliveries and technicians I'm out of pocket about $2000 from trying to get this furniture.

  

  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 Homestore management. According to the service visit on 6/15/24, the technician successfully repaired the ** stand. As a gesture of apology for the inconvenience caused, a $100 discount was applied on 6/8. We sincerely apologize for any inconvenience that was experienced.
  
  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 below.
  
  After I have taken 10 days off of work for your company to deliver undamaged 4 pieces of furniture you actually believe $100 is acceptable compensation. I am out now well over $3000 in time lost for you to deliver or send a technician to my house $100 is laughable.
  
  Regards,
  
  ***************************

  

  Business response

  06/17/2024

  Thank you for contacting Ashley Furniture *********** **** 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 Homestore management. We empathize with the consumer's frustrations. The ** stand has been restored to meet manufacturing standards. However, as an act of good faith, we can offer the consumer an additional $50; we apologize for any inconvenience caused.
  
  Regards,
  Ashley Furniture *********** ****                
  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 below.
  
  Sir, You must be misunderstanding the time I had to put into this matter between all the days with 4 hour time slots and the time I have spent on the phone with customer service. I have about 45 hours that I have lost with this problem. $150 is nothing compared to the income I have lost to get usable furniture in my house. My time is very valuable to me, I feel the appropriate compensation for all of this is 60% off my total purchase price.
  
  Regards,
  
  ***************************

*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. ↩