ComplaintsforAshley Furniture HomeStore Rockledge

Furniture Stores

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Initial Complaint
06/26/2024
Complaint Type:
Product 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.
March 5th,2024 I purchased a dresser from Ashley Furniture Online for $209.99. The dresser didnt assemble correctly due to a manufacturing defect. Fed ex picked up the dresser in the box and Ashley Furniture has not refunded my money. I have tried on numerous occasions to inquire about my money and never have they assisted me and given me my money back.
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 will be working with our online and returns teams to get this refund to you as soon as we can.

Regards,Ashley Furniture *********** **** Corporate Office
Initial Complaint
06/08/2024
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 placed my order and was giving a confirmation delivery date. My item was not attempted to be delivered when I have an email stating it would be. I contacted Ashley and they said they could deliver it in 2 weeks so now I am waiting a month to have an item delivered which was scheduled for Friday June 7th and never attempted. They also stated they called me when I never received a phone call
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 the Fulfiller. We were informed that the consumer is scheduled for delivery on 6/20/24 and will be eligible to receive compensation following the completion of the delivery. We apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
05/14/2024
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.
Bought a master ***room set, kitchen dining set, and living room leather sofa set for over 9 thousand dollars on 03/20/2024. The king *** set is missing storage drawers and was promising deliver on May 1. I didn't realize the *** cannot be used without the drawers. It sits in my master ***room half assembled. May 1 came, no delivery. I went to the store want to exchange another *** or use the demo's drawers. The store manager was apologetic and indicated the missing drawers should be delivered on May 14 and will gave an answer by Saturday, May 4 whether we can exchange another ***. May 4 passed, no call from the store. Now May 14, I called the store line is told the drawers is expected to deliver on May 23!1 ) The store did not tell me the *** without the drawers is useless and delivered it anyway. And it occupied my master ***room till now and going forward.2 ) The store has missed delivery for twice now and we cannot keep waiting without a solid delivery.Resolution we want:If it is not delivered on the coming May 23, we want to return the furniture and get the refund.
Business response
05/23/2024
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. The consumer has a delivery date scheduled for 5/24/24; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
01/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a new loveseat and accent chair from Ashley Furniture **** Market place, ******** ** on 1/5/24. The furniture was delivered to my home on 1/12/24. The next day I noticed a front grommet on the corner of loveseat was not on correctly, instead of on front end flat, it was placed on corner and sticking out. I went into store to state complaint and they said they would start a claim to the Ashley warranty department to see if fixable. The Ashley technician came today 1/25/24 to check out. He pulled grommet of corner and hammered on the front end where it should of been. This does not look like it should, placement, like other side. While he was here I showed him the arm of loveseat, which is not like other end. The padding or lack of on top of arm was missing/and bunched. The technician did say it was noticeable. I expressed how mad I was, that I bought NEW furniture and this loveseat should be replaced with same, but no defects. I stated ************************** did not do their job in inspecting this before delivery. So, he calls the Ashley customer service and talks to them and lets them know. They tell me he needs to try to fix it, under warranty. The technician said only way would be to take side off along with pulling up material to try to fix. I said NO, I will not accept this, I didnt pay for a new loveseat to get a defective one that you need to take apart. I want a replacement of same loveseat (that matches my accent chair) without defects! Ashley Furniture emails me saying I refused to have technician try to fix. As I am stating in complaint, I paid for brand new furniture and will not settle for anything but a replacement of same non-defective loveseat. No matter what anyone purchases New, and at this cost would settle for anything less.
Business response
01/30/2024
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. We were advised that the consumer has an exchange of the loveseat scheduled for 2/6/24; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
01/30/2024
[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
12/31/2023
Complaint Type:
Product 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.
Purchased chair, broke 3 times, purchased insurance, was told to go pick out a new chair on store credit told it would be delivered on 12/29, took off work told at the last min it was going to be backordered, bed would come first on 12/29 then we could schedule chair. was text morning of scheduled delivery of bed and told it was rescheduled. went to store to talk to mgr and was told there is no corp office and that there was nothing she could do. I told them to cancel the delivery and we would be contacting an attny at this point for the refund of the order plus the refund for the broken chair.
Business response
01/08/2024
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. We were advised that the credit was reissued and used for SO *********; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Initial Complaint
11/24/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a space heater and it worked for 1 month. I have emailed, called, chatted and even messaged on social media I cannot get customer service to call me or respond They promised me a replacement!!!! Im still making payments I need help! I want my money back
Business response
11/27/2023
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 Online sales management. Unfortunately, we will not be able to issue a refund. At this time, we can issue a replacement; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
11/28/2023
[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. Please have Ashleys Furniture send my replacement ASAP to my Whittier home as the winter is approaching and my heater is much needed.

Regards,

*******************************
Initial Complaint
11/02/2023
Complaint Type:
Product 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.
8/31/23 I placed an order (************) for a sofa. The sofa was delivered 9/5/23. ** Friday I attempted to contact Ashleys **************** to process an exchange. I was unable to speak with a rep. ** Saturday morning 9/6/23 I called Ashleys customer support and spoke with a rep and initiated the exchange. I was provided with a claim number : ********. Due to the weekend I was told I would receive a response Monday or Tuesday. Wednesday came and I had not heard from anyone. I called and was informed my ticket was escalated. Apparently, there is a 72 hour return window for all in home delivery purchases that I was not made aware of and had missed it by a few hours. I informed them I was not aware of this policy and the return policy I had seen online indicated 30 days. I explained to them that I was unhappy with the sofa I had purchased online and wanted to exchange it for a different sofa. I asked that they process the return, take my new order(higher cost), and during the delivery of the new sofa theytake the original sofa I wanted to return. I informed them that no one from delivery nor the receipt I received indicated a 72hour window for return. I spoke with a rep that was going to coordinate the pick up but said he needed to verify and escalated me again. During this time of escalation, I was told that I had missed a call from them to process the return, therefore I was being denied. I explained to them I had not received a missed call, in fact during the call transfer the call dropped and I was calling them back.They apologized for the call drop and then denied me. I asked they escalate. I spoke with a rep that insisted that my return could not be made because I was unhappy even though their policy indicates if you are unhappy with it in any way she said they had a new company policy denying claims based on customer perception dated February of this year. She was unable to provide a copy and denied my request. Their reason for denying me kept evolving.
Business response
11/07/2023
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 Online sales management. Per terms and conditions, we will not be able to approve a return/refund/exchange; we apologize for the inconvenience.
Items delivered by Home Delivery that were received damaged or have a manufacturer defect:
You have *********************************************************************************************** defective or if you are unhappy with it in any way.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
09/24/2023
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 made a purchase at Ashley 12/2022 and today when I was getting in bed to lay down the entire bed broke and came apart and fell on the floor hurting things. Caused me bad back and hip pain. I called and sent in pictures since still under 1 year warranty. You get an offshore call center and you can tell what they saying from their a****** Sent in pictures to them and tells me someone has to come out , told them its not repairable and need replacement . He told me they could come out Friday 9/29/23 and submitted request to warranty office. Thats not good enough me having to wait 6 days for someone to come out and me having to sleep in floor since bed is broken. Someone from the executive office needs to be reaching out to me , if not possible law suit for a defective product might be filed and get someone out sooner than Friday to get me a new bed ordered
Business response
10/02/2023
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 Online sales management. We advised the consumer that a replacement was approved. We will be reaching out to the consumer to schedule a delivery date; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
10/02/2023
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 product is in stock per online chat agent today , your senior **** keeps giving me the run around it be in November and not waiting till then thats not sufficient when yall have item in stock. You will be giving me some type of credit on my bill as well or will dispute the entire charge since I dont have a bed. Not making payments on something dont have . You better get this shipped to me with set up asap ! Bottom line or legal action will be taken :)

Regards,

*************************
Business response
10/05/2023
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 Online sales management. The items are showing an eta to the warehouse of 10/16, the consumer will be contacted to schedule a delivery. We will not be able to offer compensation. The bed is going to be replaced/assembled; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer response
10/05/2023
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.

That is not sufficient enough! You will offer compensation as well since it will have been over a month me sleeping on floor and hurting my back or I can seek legal action. Determine your choices wisely as I could file a law suit for a defective product :)

Regards,

*************************
Initial Complaint
09/13/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My *********** pruchased a bedroom set on 12/31/2021 at Ashley Homestore at **************************************************************. One of the pieces is a 5 drawer dresser, Model #B255-46. We also purchased the 5 year furniture plan for $259.99. This warranty is supposed to cover almost every type of damage. I filed a claim on June 6, 2023 with GBS Enterprises because our dresser appears to have damage on the side, very similar to gouges which the warranty states is covered. I even sent pictures. GBS sent a repairman from Fast Furniture Repair to see the dresser. We took off a day of work & the repairman didn't show until the next day. He stated it's simple parts that can pop on & off the ********* can touch the rest of the ********** with a marker. The repairman was supposed to order the parts. We hear nothing for a few weeks so I called GBS & was told they can no longer get the ****************************** will give us a new dresser but we have to pick it up in ******* had already moved to SC which is where the repairman came to see the dresser. After many phone calls with **************************** Headquarters I was told that per the warranty they would pro-rate the value of the dresser & send us a check. Still hasn't happened & everytime I call each company blames the other. We deserve a new dresser that we could pick up here in SC & if not then a substantial pro-ration or a refund of the amount we paid for the dresser which is $431.99 & after all this aggravation we should be refunded $259.99 for teh warranty that's done nothing for us.
Business response
09/18/2023
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 Furniture Protection Plan. Per the terms and conditions; If the original Retailer is closed, out of business, or You have moved out of the Retailers normal delivery area, this Plan will be limited to repair service only or terminated and You will receive a pro rata refund of the purchase price of the Plan calculated based on the elapsed time since the commencement of the Plan, less any claims paid.
We will be able to offer the consumer a full refund ($259.99) of the Furniture Protection Plan; we apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
09/18/2023

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. I do ask that the payment of $259.99 be mailed to my home address: *********************************************************************************. Once I receive the payment, I will close my complaint. Thank you for your understanding.
Regards,

***************************
Initial Complaint
09/08/2023
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.
Back in 2021 my wife and I purchased some furniture from this store, from the get go it was a mess. Instead of delivery we had to go pick up, rent a truck, unload and put together, which was supposed to be done by the company. We got it home and the one piece of the couch was bent when we took it out of the package. We called the store and they told us to include if we ever file a claim. The sales associate who sold us the furniture said the protection plan that we purchased would cover any damage to the furniture within the first 5 years after purchase. Saying that no matter what happens the furniture it would be replaced. On July 17 2023 we sent pictures, receipts and tags as asked for, when we filed a claim with the insurance company and were told we would hear back within 3 business days. We never received any calls or responses from emails, so we called again beginning of September. They are now saying that it is not covered and wont replace the broken furniture. We called the store where we purchased and were told that we have done everything we should have done, they dont know what else to do and that they no longer use this company for protection for customers because they were aware of this same thing happening to other customers. We were told we were pretty much out of luck with the broken furniture and the coverage we paid for.
Business response
09/13/2023
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 the Furniture Protection Plan. We were advised that the claim was denied due to accumulation; please see attached for GBSs terms and conditions. The consumers 1-year manufacturer warranty has expired, and we will not be able to assist. We apologize for the inconvenience.

Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
Customer response
09/15/2023
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.]
Per the terms of the insurance we bought per the sales rep stated that anything was covered within 5 years of the purchase. We filed the complaint and were told that even if one piece couldnt be fixed the whole thing would be replaced and because of the time frame it would more than likely just be replaced with something similar to what we have. Then we never heard back we had to keep calling. And then to be told we were not going to be covered. So with calling the store in onalaska where we bought it from and being told by management that you have stopped using the insurance company we have because of them doing this to many customers. This is poor customer service and a lot of money spent on furniture with also spending extra money for an insurance policy that doesnt cover what is broken with the couch, as what is sold in the store. We are asking for this to be resolved and kept up from what was purchased.
Regards,

*****************************
Business response
09/19/2023
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 the Furniture Protection Plan. Per GBS terms and conditions; PLAN COVERAGE: Damage to covered Furniture must be reported within thirty (30) days of discovery to the Administrator.
?Service or replacement is limited to the damaged Furniture only and the Plan does not transfer to Furniture replaced under this Plan.
The consumers claim was denied due to accumulation. We will not be able to further assist as the 1-Year manufacturer warranty expired; we apologize for the inconvenience.

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

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