ComplaintsforAshley Furniture HomeStore Stoneledge

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $1600 Coulee sofa with chaise at Ashley Furniture Store in *************** on 11/12/20. I also purchased a 5-year protection plan in case anything goes wrong with the sofa for $169.99 included in the total purchase price. The sofa was delivered on 1/12/21. Today, I called for replacement of cushions because after 3.5 years, the cushions are all flat. Ashley Furniture does not stand by their quality and sold me a subpar product at the cost of $1600. Neither Ashley Furniture nor GBS protection plan will replace the cushions. I was sold the 5-year protection plan under false pretense.

  

  Business response

  07/29/2024

  Thank you for contacting Ashley Furniture *********** **** We value your feedback and understand your concerns. We will take immediate action to address the issue. Please note that our furniture comes with a 1-year manufacturing warranty, which expired in 2022. Cushions on furniture are considered normal wear and tear and are not covered under the furniture protection plan we do apologize for this.

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

  Customer response

  07/29/2024

  [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

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a credit memo from the insurance gbs purchased at Ashley store with my sectional purchase. My couches went bad they gave me a credit that had to be used in store I went to make my purchase for new couches and they scheduled both a pick up and delivery I rescheduled said delivery that also rescheduled the pick up I was told by both the store and customer service line that a pick up must be made. My specific question to customer service rep was can I donate them she said no. Now the day of delivery they left the old couches and now Im being told they are my responsibility and ** getting charged for donation pick up. Im upset because I was led to believe they were picking up and even confirmed it not once twice but three times. I feel ripped off because when the sale was made the promises were otherwise and not met. This store has horrible customer service through out I was not allowed to speak to managers or supervisors I was refused. I feel Im owed not only An apology but a credit for me having to pay for this. Im upset I had to pay $200 for pick up Im a single mother of 2 kids they are home for summer and I have not had use of my kitchen for 3 days 2 knights.

  

  Business response

  06/28/2024

  I left a voicemail for ************** today. DSG is not franchised with any store locations in **. Please send to correct licensee.
  
  

  Customer response

  06/29/2024

  I am rejecting this response because:   Ashley store in Torrance told me that it was Ashleys policy not the manager on site and that they had already talked to the manager and regional manager and the pick up would not be made due to policy. So I dont understand why no one is taking responsibility. I was told by one of the many people I spoke to this was a new rule or policy in place. I was told that they have a new in house insurance and they will not have an outsourced one. But that is not my problem I was left in limbo because of that change because when I made the purchased I was told the pick up had to be made. Now the disposal of the large sectional I had cost me $200

  

  Business response

  07/04/2024

  DSG is not franchised with any store locations in **. Please send to correct licensee.

  Customer response

  07/05/2024

  BBB I submitted this complaint to Ashley Furniture the response has been my compliant has not been sent to the correct licensee. Can you please help to get it to the correct license. The shopped at a store in ******** CA with the name Ashley Furniture 

  Customer response

  07/05/2024

  I am rejecting this response because:    Below is the information of the business name that was communicating with me in regards to the purchase 

  Ashley Global Retail

  *****************************

  their email states: 

  Ashley Branded stores maybe owned and operated by Ashley Global Retail LLC (or subsidiaries) or independent licensees

  

  Business response

  07/24/2024

  Thank you for contacting Ashley Furniture *********** **** We appreciate your communication and understand the importance of your concerns. Rest assured, we are committed to addressing the matter promptly.
  Regarding the claims approved through the extended warranty GBS, please note that GBS did not authorize the retrieval of the old furniture from your home. Consequently, we regret to inform you that we are unable to reimburse the fees you paid to donate the furniture.
  We understand that this may not be the desired outcome, and we want you to know that we took this matter seriously. We appreciate your understanding, and we will continue to assist you in any other way possible.

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

  Customer response

  07/24/2024

  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.
  
  There was no offer, I understand that the insurance did not require for the item to be picked up, however Ashley the store confirmed with me 3 times that they were picking it up. That is my issue I totally understand the insurance doesnt pick it up but the manager at the store told me that was a new rule or process and that they are sorry they werent aware. That still doesnt resolve my issue of them leading me to believe that I had to return the damaged item to them. They made me keep it till the delivery of the new item was made just to tell me they were not picking up the other item, again after confirming with me for months and numerous times. The delivery driver also confirmed with me that a pick order was in place until the day of the delivery. I had to keep the damaged item in my kitchen for days I had no use of my kitchen all while my 2 young kids are on summer vacation. That was not my mistake its the stores fault. I should not have to pay for their mistake. Please help!!! 
  
  Regards,
  
  *******************************

  

  Business response

  07/25/2024

  Thank you for reaching out to Ashley Furniture *********** **** We appreciate your communication and are aware of the importance of your concerns. We apologize for any inconvenience caused by not being able to pick up the previous set from your home. Unfortunately, we did not receive authorization from the furniture protection plan to arrange the pickup. Therefore, we regret to inform you that we are unable to reimburse the fees you paid for donating the furniture.
  We understand that this may not be the desired outcome, and we want to assure you that we take this matter seriously. Thank you for your understanding, and please know that we are here to assist you in any other way we can.

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

  Customer response

  07/26/2024

  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 

  Your store was misleading, unprofessional, rude and was only interested in making a sale Im very upset and will no longer be a customer. 
  
  Regards,
  
  *******************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a coffee table online from Ashley Furniture. I didnt care for the table, so I called the customer service line and requested a return label sometime around June 26, 2024. I called and emailed a few times yet never received the return label from Ashley. I contacted ***** myself paid to return the coffee table. The table was tracked and returned on July 08, 2024. I never heard from ****** again regarding my full refund. I called customer service once again and received a similar response from when I tried to return the coffee table and get them to email me a return label. I was to hear from Ashley anytime within ***** hours. The storyline the provided me is the same as trying to get a return label with no results. Getting real help with results seem like o br nonexistent.

  

  Business response

  07/24/2024

  Hello *****,
  
  Sorry for the delay in processing the refund for the coffee table that was returned to ****** After careful review my records show that we did receive the coffee table I went ahead and processed the refund in the amount of $272.80 has been processed

  Regards, Ashley Furniture *********** ******************** SR. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We went into this store on 7/14/2024 to purchase a recliner for my daughters nursery. We found one that we liked and went ahead and ordered it (order #*********). They only had the ash color in the store, no other color of that specific recliner. The manager ordered the wrong color, which I had no idea of knowing, because they dont list the color ordered on the paperwork. Our order was delivered on 7/18/2024 & I immediately realized the color was wrong and called to try and get this corrected. The manager first tried to tell me that I had to drive the recliner back to the store myself, after I had paid $100 for delivery and setup in and upstairs bedroom, I was now suppose to somehow unassemble and get it down the stairs and to the store. I told him there was no way I could do that. He then went on to call me a liar & said that was the color that I wanted & now Im lying. If thats the color I wanted, why would I try and correct it immediately?Im not stuck with a recliner in a color that does not match anything in my house & the manager refuses to help fix their mistake.

  

  Business response

  07/24/2024

  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, a reselection credit was approved on power rocker recliner so that you would be able to pick out a different item inside of the home store.

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

  Customer response

  07/26/2024

  [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

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/10/24 my son, daughter in-law and I went to the Ashley Montclair looking for a new set of recliners. I was greeted by sales person, *****************************. We walked to the recliner *********** showed my family the style I liked however indicated that the material was not to my liking. ****************** then noted that they were available in a material type and color which I liked. She walked us over to an alternate furniture set & pointed out the color & material & indicated that the recliners were available in their material, which was perfect for me. The deal was struck & the transaction was made. During the course of the transaction, my son asked her if there would be any issues if upon arrival they were not to my *************************** specifically indicated that we had 3 days for any ********************** would not be an issue. On Tuesday, 07/16/24, the furniture arrived & I allowed the delivery company begin the building and installation process. At that point, I noticed they were gray, not beige. I called ************************ re-iterated that returning them was not going to be a concern & that she would begin the return process by filing a claim. On Friday, I called her again to check status because at this point I had received an e-mail from Ashley indicating that I could not return the furniture. She indicated that she was not at the store but would call me back on Saturday because upon her return to the store she would be meeting with her manager to hopefully resolve her mistake. After waiting for her call most of the day, I called her & told me that I was out of luck, stuck with the furniture and for God to bless me on my efforts for a resolve. I feel I was mislead into a fraudulent sale as I later was told that in the complaint filed by ****************** she stated that the color was chosen by ****** didn't like my choice once at home. The resolve for me at this point would be for a full refund.

  

  Business response

  07/24/2024

  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, a specialist will be reaching out to discuss the next steps of the claim. 

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

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a entertainment furniture in 2022 that came defective and I went into the store multiple times to complain about the door and sent them pictures and video that the door was defective but they never responded. They had me back and forth. Per personal losses deaths in my family in ****************************************************************************** and they would least say they would send an email. I had the case number and everything everyone I went but they always have me the run around. I went in in June and unfortunately did a purchase and reminded them and again they said they would send an email. They did contact me asking for me to send them a 360 degree picture and I did. Its been over 1 month in a half and they havent responded. I called today and first the rep said I didnt send the picture I sent him prof that I did. Then he said it was out of warranty. So at this point I feel that they are very unethical and cancelled my new order because I would hate to have to go through this again. I would just want them to send me the correct door for my furniture so that it can close properly. I even told the. I would buy it but I just want them to send it. Can you please assist me with contacting them so they realize that they are not professional and when they sell their warranties they should comply with the terms. Thank you in advance for your assistance.

  

  Business response

  07/18/2024

  Thank you for reaching out to Ashley Furniture *********** **** We appreciate your communication regarding your situation, and we understand the importance of your concerns. Rest assured, we will take the necessary steps to address the matter promptly.

  Upon receiving your concerns, we must be notified within a 3-day window if the item is damaged inside the package. After reviewing your account, we were unable to identify any cases where the issue was reported within this timeframe. Consequently, the return for the item will be denied. However, we can explore the option of ordering a part if it is available for the item in question.

  To ensure a smooth resolution, we will assign a specialist to contact you directly and provide guidance on the next steps.

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sales associate ordered the wrong item after I walked her to the desired item. I elected for pickup and on that morning I received a text stating it was going to be delivered to my residence instead. I immediately called customer service and the associate stated that it was in fact going to be delivered to my residence. Later that day I get a call from the warehouse that I have not picked up the item and was told I needed to come pick it up that the message was in fact an error. When I picked up the item and returned home (about an hours drive one way) I notice it is the wrong item. I called the warehouse and was told that it was a store error and needed to return to the store to fix the situation. At the store the employee, the key holder, and the assistant both stated there was nothing they can do. They would not call the warehouse themselves so I could get the correct item. The key holder was disrespectful and began raising his voice. They did not want to give me the managers name or contact info. I called corporate and they transferred me several times between departments before eventually hanging up the call without any resolution.

  

  Business response

  07/15/2024

  Thank you for reaching out to Ashley Furniture *********** **** We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ***************************************************************************** Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a TV console at Ashley Home Store. It arrived on a Tuesday and I assembled it on Saturday. The wood is very cheap quality, particularly in the legs of the unit. The internal hardware came off when attempted to s**** on the legs. This happened on both, so obviously a defective unit. I used online chat on Sunday to request a return and refund and was told that returns and exchanges are only available within 72 hours of delivery. So even though the unit is completely unusable, and the legs are defective, Ashley refuses to do anything about it.

  Customer response

  07/12/2024

  **************************************************************************

  

  Business response

  07/16/2024

  Thank you for contacting Ashley Furniture *********** **** We value your communication and understand the significance of your concerns. We will promptly take the necessary actions to address the matter. The ***** Stand with Fireplace Option was delivered to your residence on 1/16/2024. Although the return was submitted after the 72-hour return time frame, a specialist will contact you to discuss alternative options.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a chair 7/3/2024. It was delivered 7/7/2024. It had a broken leg and it smells of a combination of mildew and must . I called on 7/8 and asked to return it and receive a refund. I have been given a problem. I DO NOT WANT A NEW ONE SENT . I DONT WANT THE ******* ITS CHEAPLEY MADE WITH A LEG BROKEN LIKE THAT AND IT SMELLS. I CONTACTED THEM IIN THE PROPER TIME AND I WANT TO BE REFUNDED . I will definitely talk to news agencies and any outlet that will advertise the poor customer service they portray Please help me get a refund Thank you ***************************** | *********** Specialist Ashley Furniture *********** *** ******************************* | ****************************************************** Order number SALES ORDER NUMBER: ************ Price of chair ******

  

  Business response

  07/10/2024

  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,  a specialist will be making contact with you to work towards a suitable resolution.

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

   

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a kitchen table set on 5/11/24 which was delivered on 5/22/24 from Ashley's furniture store in *********, **. They delivered the set and we noticed the bar stools are wobbly and the top part of the stool is very stiff compared to the store's floor model we tried. I called within 2 days of the delivery and reported the defect. They sent a technician who came and tried to fix the stools but said it cannot be adjusted because of the design and also mentioned that these particular stools have lots of complaints about them. Ashley furniture store agreed to replace 4 new stools about a week later but they still have the same problem. I called them back to try and exchange or refund because the items are new but have a defective design flaw. They agreed to do an exchange as long as I allow another technician to take a look which we agreed to. Another technician comes and right away starts giving me a speech without even trying to fix anything, just to made excuses to make us get stuck with defective chairs. The quality control team emailed me instructions for technician to fix the issue, which he completely ignored. Gave me a speech about how all the floors in every house are uneven and there's nothing they can do about it. Then started saying unprofessional things about the 1st technician calling him incompetent and that he doesn't know how to do his job. I also pointed out the amount of scratches the stools created because they wobble but he just dismissed it and said they were probably there before. I even explained to him that we had other kitchen table sets and never had this problem with chairs or scratches. Since then, I have been emailing the quality control team and calling the store but no one is picking up and I'm being completely ignored. I bought brand new items which are defective and Ashley store doesn't really care to make things right for the customer. This is 1st time and last time I will ever buy anything from this greedy company.

  

  Business response

  07/10/2024

  Thank you for contacting Ashley Furniture *********** **** We appreciate your feedback and concerns regarding your situation. We understand the importance of addressing these matters promptly and will take the necessary steps to do so.
  After receiving your concerns, the second technician who visited your residence on June 19, 2024, carefully inspected the four swivel barstools. No defects were found, and the technician made sure each base was fully level by rotating them. It was determined that the wobbling of the chairs is due to floor variance in your home.
  According to Ashley's furniture policy, since the items do not have any defects, you are not eligible for a return or reselection. We apologize for any inconvenience this may cause. If you have any further questions or concerns, please do not hesitate to contact us.

   

*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. ↩