ComplaintsforAshley HomeStore.com

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got this bed on May 18th. First of all, this bed has a very pungent smell. I decided to open the windows to ventilate the smell in an attempt to dissipate it. Today is June 18. The smell is still very bad. Lately I've had a headache and a sore throat. I think Ashley's bed had excessive levels of formaldehyde. I requested a refund but they wouldn't let me. The quality of their products is purely a matter of quality. Order number Yes Order ************

  Customer response

  06/22/2024

  I bought it from online store.  The screenshot is the evidence for the **** beyond the limitation for 3 times! It's toxic 

  Business response

  06/27/2024

  This is Ashley Furniture responding to your complaint. We are very sorry if the product is not up to standards and we will be working with our Online and Returns team to get this returned and refunded. We will be reaching out shortly. Please reach out to us if you have any questions.

  Customer response

  07/02/2024

  [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:

  Delivery Issues

  Status:

  Answered

  More info

  On or around May 16, 2024. I purchased a Sealy Firm mattress online. I received a mattress with the tags on it. However, it is this mattress is Defective. It is not firm and sunken in And the coils are digging in my skin causing great discomfort and pain. On 5/16/24 I called the store and complained. I received a case# *********. I again called on 5/18/24. I again called and complained. I was told the matter will be looked into and I will receive a call back. No call back has been received to date. This was a bait and switch There is norhing firm about the received product.

  Business response

  06/17/2024

  Thank you for contacting Ashley ********************* 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 consumer has been contacted by their ****************** requesting photos to further assist. We apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

• Initial Complaint

  06/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a coffee table on May 27th online around 1:30pm, 20 minutes later I cancelled the order. Three days later I noticed the charge is still pending, so I called and the rep said it was already shipped. The rep told me to call back when I receive the order and a return label would be issued. I called back on May the 31st and I said I have the order and the rep said it will take 3 to 5 business days to get the return label. I called on Tuesday June 4th and the rep said the label will be emailed to you with 24 to 48 hours. I chatted with a rep today and they again said it would be 24 to 48 hours. This is beyond ridiculous! I have ordered things on-line furniture stores, and a return label was issued immediately. I will never do business with Ashley again!

  Customer response

  06/07/2024

  I ordered a coffee table and wanted to return it since May 27th 2024 and as of today have still not received the return information from Ashley furniture.

  Business response

  06/17/2024

  Thank you for contacting Ashley ********************* 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 were advised that the item was picked up and returned. A full refund was issued on 6/17/24; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

• Initial Complaint

  05/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a queen size bed with mattress and foundation. They delivered the bed and mattress. The foundation was a twin size, so I sent it back. I was told they would send the correct size foundation. The mattress was put on the frame with the plastic still on it. After the delivery men left, I noticed something was off with the frame. The foot board was at an angle. I measured the two sides, and one side is three inches longer than the other. I immediately called and told them about the discrepancy. **************** was rude, and I didn't want to deal with this company anymore, so I told them I wanted to return the whole thing. This was on May 15. I have called many times and each time I'm told I will get a call back within ***** hours. I have never gotten a call back. I have sent a number of emails and was told I have a pickup date on June 12 (a month after delivery) for the headboard and footboard. Nothing about the mattress. Meanwhile, I am sleeping on an air mattress on the floor. They have not refunded my money, so I can't purchase another bed. Even if I did get another bed, I have no place to put it until they remove this one. I am 100% disabled vet and sleeping on the floor is making my symptoms worse. I cannot continue sleeping on the floor. I cannot sleep on the bed without a foundation. How do I get them to pick this up and refund my money so I can get a bed I can sleep in?

  Business response

  05/29/2024

  Thank you for contacting Ashley ********************* 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. The consumer has a pickup/return of the headboard/footboard/rails scheduled for 6/12/24. As the mattress is determined to be non-defective, we cannot authorize a pickup or return for it; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

  Customer response

  06/03/2024

  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 do not think I should have to wait a month to have the defective item picked up. I have been sleeping on an air mattress on the floor.  Also, the date they are going to pick up is the same date as my daughter's graduation. I will not be home. I do not want this dragged on any longer. 

  There still seems to be confusion with this order. On the same day I received notice of the pick up, I also received an email saying they were trying to charge my bank card for the foundation and mattress. Luckily it didn't go thru because my bank canceled the bank card due to fraudulent activity. 

  I have made countless phone calls and sent emails, and no one has tried to reach out to me to correct this situation. To make it clear, I do not want any product from Ashley. I want the remaining items picked up immediately so I can get a bed I can sleep in. I should be reimbursed for the entire amount, including delivery and assembly. The delivery men put the bed together and had to know it was deformed because it doesn't line up for the screws. The bank card that was used has been canceled due to fraudulent activity, so I will need to be reimbursed accordingly.

      
  Regards,
  
  *****************************

  Business response

  06/04/2024

  Thank you for contacting Ashley ********************* **** 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 consumer has the soonest date available for pickup. Per policy, we are unable to issue a return/refund for the mattress and box spring. We reached out to the consumer via email; it may have gone to spam.
  
  Regards,
  Ashley ********************* ****                
  Corporate Office
  KB

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I accidentally placed a duplicate order on May 10th, 2024. Order #************. I realized that this was a duplicate and called Ashley the next day to request a cancellation of this order. They said they would submit a request to cancel the order with their back office. I never received a confirmation email or the order or its cancellation, but a hold for $2,722.46 is still on my Ashley Advantage credit card with *************** I have gone back and forth with Ashley multiple times asking why the charge has not been removed from my account/ most recently calling on May 18th and May 22nd, 2024. They say that they cannot find the order in their system and therefore cannot remove the charge; when I call *************** they say they cannot dispute a charge that has not yet posted. I was promised a resolution to this hold on my card within 5-7 business days, and that was nearly two weeks ago. I am not sure why the order cannot be found in Ashleys system and yet I have a confirmation number and a hold on my credit card. This is a large amount of money and I am getting exceedingly frustrated with the incompetence of Ashley customer service. Please help.

  Customer response

  05/23/2024

  I purchased the furniture online, with my delivery zip code being *****.

  Customer response

  05/28/2024

  I ordered the items from the online website and not from any physical store front. 

  Business response

  05/30/2024

  Thank you for contacting Ashley ********************* **** 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 our *********** team. Unfortunately, the order was not fully processed and is not in our systems. We requested the pending authorization hold be released; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* ****                
  Corporate Office
  KB

  Customer response

  05/30/2024

  [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

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ashley order number 725009466554.Order placed for California king ****** rest foundation. Driver was scheduled for 5/15/2024 to deliver the order. The driver stated he has a queen foundation and I refused the order. Have been on the phone with customer service for over 2 hours to be told that I will eventually be contacted with a new delivery date. Ashley furniture delivery will not give a choice of delivery. A message with a date and the customer, in this case myself has to take of work to accommodate the delivery company. I statedy concern that I have already lost 1 day of vacation and now I most likely will need another day of vacation from my work to accommodate the delivery company again?

  Business response

  05/27/2024

  Thank you for contacting Ashley ********************* 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 canceled their order.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a California king *** online from Ashley Furniture, when I received the *** it was supposed to be a California king ***** mattress, I received a California King *** claiming to be a ***** but the *** is hard. I am 74 years old and have arthritis in my hip and sciatica in my back this *** is not what I purchased and would like an exchange or a refund. I spoke with someone at the store who claims they sent me what I ordered but, I have slept on plus ***s and no the difference between ***** and firm this *** is useless to me I cannot even sleep on it and I don't want to waste $1,000 on this ***. I saw nowhere where it said that *** could not be returned or exchanged. I would like to have this *** return to Ashley and a refund. at this point I don't feel that I will get what I ordered.

  Customer response

  05/18/2024

  I ordered my bed from Ashley furniturehomestore.com online store the order number is ************ with my Ashley credit card.

  Business response

  05/23/2024

  Thank you for contacting Ashley ********************* **** 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. Based on the photos provided by the consumer, the consumer received the correct mattress. Please note, that the mattress is new and may take time to break in. A return/refund/exchange is not approved; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* ****                
  Corporate Office
  KB

  Customer response

  05/23/2024

  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.]
  
  Regards,
  
  ***************************** this mattress comes in firm and plus the mattress looks exactly the same pattern except different sizes I received a firm mattress.. I did not receive a plush.. I have since read reviews on the mattress and people have stated the same thing that they have received firm mattresses from Ashley instead of what they ordered. This is not acceptable from a business. I am 74 years old have been sleeping on a plush mattress for many years and I know what they feel like and this is not a plush mattress and I will not accept their response.

  Customer response

  05/24/2024

  I have a complaint against Ashley Furniture online store. complaint number21727181. I received a message from here concerning my complaint. I was told that I have to let my bed break in because it's new obviously this person doesn't know about beds you don't brake beds in like you do shoes a bed is supposed to be comfortable so that you get your rest I'm 74 and have been sleeping on a plush bed for many a year. Ashley has a California king and firm and plus and I received the firm instead of plush. The patterns are exactly the same, so judging by the picture to make her decision is unreal I am sleeping on this bed and no it's a firm bed. I would like for someone to come to my home and evaluate this situation I will not be paying $1,000 for something that I did not order. I would like to send you photos of both beds but I am unable to attach and attachment. Sincerely ********************************

  Business response

  05/28/2024

  Thank you for contacting Ashley ********************* 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 are aware of the consumer's concerns regarding the suitability of the mattress. The provided photo of the manufacturer tags confirms that the delivered mattress corresponds to the *** of the one ordered. Regrettably, since the mattress was delivered via direct ship, we are unable to dispatch a technician for assessment. It is worth noting that new mattresses often require some time to conform to the consumer's preferences and break in. We apologize for any inconvenience caused, but we are unable to authorize a return, refund, or exchange as the consumer did receive the correct mattress.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

  Customer response

  06/07/2024

  [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. 

  Consumer is very happy that they can donate this mattress and receive a refund. 
  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had furniture delivered on February 6, 2024. During the set up process of the furniture, the delivery team scratched my hard wood floor. As the flooring is engineered wood, a chunk of the top layer of the floor was exposed (as in the scratch cannot be buffed out). The delivery team took several photos of the damage and sent to the delivery company for resolution. I was contacted by ******* of the Ashley customer service team regarding the case that was filed. 2 days later they sent out a technician to review the damage. I provided him the manufacturer and color of the flooring at his departure. When I never heard anything back, I contacted ******* multiple times. She responded to 1 email advising that the delivery company would contact me, and they still have not. I even asked for their information, so I could contact them directly and no response. I have reached out to her multiple times since then and she has not responded. I have called Ashley customer service multiple times and still have not received any response either.This is ridiculous. My home was damaged and there has been no action to resolve or communicate on this matter in almost 3 months.

  Customer response

  05/06/2024

  The furniture was purchased online at ashleyfurniture.com. I can provide order details if needed. 

  Business response

  05/14/2024

  Thank you for contacting Ashley ********************* **** 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 Home Damage Team. We were advised that the claim was denied, please see the attached denial letter; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* ****                
  Corporate Office
  KB

  Customer response

  05/14/2024

  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 was never notified of this denial. No one ever contacted me (the customer) to get my experience. Did the delivery team also tell you that my husband caught them saying inappropriate things about him and smoking on our property during the delivery? Which we reported. When the delivery teams manager called us, we told him we didnt want them to get in to trouble, just wanted them to be PROFESSIONAL while on the job. Further, my husband was ASKED by the team to move the sofa because they couldnt put it in the right place. They are not trained professionals. They are dudes off the street who carry furniture in using third party vendor that Ashley has no control over. The individuals that provided this delivery were anything but trained or professional. I am beyond disappointed in Ashley. No wonder your company has such a negative reputation. 
  Regards,
  
  ***************************

  Business response

  05/16/2024

  Thank you for contacting Ashley ********************* 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 ******************* team. We were advised that they will be reaching out to the guest regarding the claim denial; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dining table set from ashley back in 2022 and also got the protection plan with it and I had someone come and take a look at the table since it has some heat marks from The hot plates and it also has damages that its peeling and it has a bit of scratches but if you check there protection plan all that is cover and also the chair are losing the cushion and I only have two years with it.

  Customer response

  05/06/2024

  I made the purchase online so I dont have a specific store.

  Business response

  05/07/2024

  Thank you for contacting Ashley ********************* **** 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. We were advised that the claim was denied due to accumulative damages. TABLETOP- accumulated damage, gouges all over the top, scratches and chips on edges, also deep scraped finish, glitter stuck to finish that doesnt rub off. TABLE BASE- accumulated damage, deep gouges on base pedestals. Please see attached for the technician report. We are unable to overturn the denial; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* ****
  Corporate Office
  KB

  Customer response

  05/07/2024

  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.]

  i totally understand it has damages vut why didnt they add that the table top is fading with the hot plates? You can see where it get white and as timegoes by the tanle is get worse. And from what I say in the warranty it says that the warranty covers scratches and heat marks. And they arent even trying to do anything about that. 

   

  
  Regards,
  
  *****************************

  Business response

  05/09/2024

  Thank you for contacting Ashley ********************* 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 Furniture Protection Plan. The damages were deemed accumulative.If the consumer has any further questions regarding the claim denial, they will need to contact ProtectAll.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

  Customer response

  05/09/2024

  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.]

  well There has to be something we can do about it because it not $10 what I paid for I almost paid 3k for that and I am really disappointed at the moment 

  
  Regards,
  
  *****************************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashley Furniture has a sales AD that shows a table. 4 chairs and a bench for $599.... however, when you try to order or buy this set they tell you the bench is an additional fee. This AD is online on their ******** page. I have spoken to the call center and a manager by phone.

  Business response

  05/06/2024

  To whom it may concern,

  The customer's complaint is for the information presented on Ashley.com. We are a licensee of *************************** this will need to be submitted to Ashley ******************** Corporate.

  Thank you

  Ashley Customer Care

  Broad River Retail

  Business response

  05/07/2024

  Thank you for contacting Ashley ********************* 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 our Marketing team. We will be bringing this issue to their attention regarding the pricing discrepancy. It is important to us that our customers have accurate and transparent information. We apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.
  Corporate Office
  KB

*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. ↩