ComplaintsforAshley HomeStore.com

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a cocktail table from Ashley Furniture online. I was delivered on approximately July 5, 2024. When the box was opened, the table was visibly broken in two places and could not be assembled. I contacted Ashley Furniture and s/w representative ********** Ashley requested a picture, which I provided to ********, per email. After I provided the picture, I was then advised that I would receive a refund. After I was advised that I would receive a refund, I was instructed to contact a nonprofit, donate the item, arrange for pick-up, provide a picture back to Ashley. I have a deployment and I am leaving today, return is TBD. I did not agree to do all of these additional steps to receive damaged property. I purchased an item, received damaged property, contacted the seller to request a refund and asked about how they were going to retrieve their property, then it became my responsibility, which was definitely not disclosed at the time of purchase, or I would have chosen a different alternative. Ashley Furniture did not provide what they were selling in a working condition, therefore, I should not be required to take on the role of an Inventory Specialist, Delivery Associate, or Photographer, to return myself to the point of where I was prior to the purchase. They should have advised that I would be required to make these steps prior to accepting a payment.

  Business response

  07/16/2024

  Thank you for contacting Ashley ********************* **** We value your feedback and are committed to resolving your issue promptly. After careful consideration, we have processed a full refund of $323.24 for the defective coffee table that was delivered to you. We sincerely apologize for the condition in which the item was received.

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

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a sectional online and was delivered mid May. It had 2 rips on one side. I reported it the same day and sent pictures of the damage. Advised them of how the delivery drivers drug my furniture across the yard and porch. I was told by Ashley furniture that I would have resolve in 48 to 72 hours. I have emailed and called for the last 2 months, with NO response. Each time they say give us 48 to 72 hours for the system to update. I called again today. SAME RESULT. It's been 2 months. All I want is a discount for the damage and refund for this so called professional delivery. I just want this to be over! Oh, they did offer to do a patch job. I paid $1700 for a new undamaged sectional not one that has been repaired.

  Business response

  07/10/2024

  Thank you for reaching out to Ashley ********************* **** 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 truly sorry for any inconvenience and disappointment you may have experienced with your purchase a specialist will be assigned to your claim and will be reaching out to address your concerns.

  Thank you!

  Customer response

  07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

  Customer response

  07/10/2024

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

  I will accept $300 for damages and $220 for delivery. Total $520
  
  Regards,
  
  *********************

  Business response

  07/11/2024

  Ashley Furniture considers customer satisfaction a top priority, and we took your concerns very seriously.  After looking into this matter, however, we must respectfully deny the request of $520.00 dollars in compensation. Ashley's furniture would be able to offer $250 dollars for the damages on the sectional along with waiving the delivery charge of $199.99 the total refund would be $449.99 with taxes included. While we are certain this is not the outcome you desired, rest assured that we did not take this issue lightly.  We hope you understand our position.  To the extent you have any questions or concerns, please let me know.  Otherwise, we will consider the matter closed.  Thank you for your understanding and patience while we conducted our investigation.  

  Customer response

  07/11/2024

  [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

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered on May 20, 2024 arrived May 22, 2024 put it together a week later and placed on my patio. It rained after a few days but had the cushions stored inside. After it dried up I replaced the cushions when I notice the rust on all the frames. I immediately contacted the store. They got back to me with in a few days. Insisted on sending a new set and not get a refund. I didnt want another set. The product is not durable enough for outdoor weather even though it was advertised as such. I want to return the set which I assembled and was never used, and the set still inboxes to the local store and get a full refund.

  Business response

  07/04/2024

  Thank you for reaching out to Ashley ********************* **** We value your feedback and appreciate you bringing your concerns to our attention. Ashley's furniture online purchase return policy is If you received your order by *********** DHL, **** and the merchandise was damaged in shipping or if you wish to return it, you must contact customer care within 72 hours which would've been 6/29/2024. Being that since its past the 72 hours since an issue has been reported we do have the option to replace the furniture for you or order any parts that are needed. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly.

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

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an ottoman (round, tan) from the Ashley furniture home store website. I received the wrong order in the mail (square, grey ottoman). I immediately contacted the company and sent photos of what I received. I was told they would send instruction of how to return within 5 business days (which is ridiculous to start). However it has been ************************************************************************************ how the situation will be rectified. I told them I would like a refund and have heard nothing.

  Business response

  07/04/2024

  Thank you for reaching out to Ashley ********************* **** we are very sorry to hear that the incorrect ottoman was delivered to your residence. Rest assured that we are working diligently to resolve this issue within a timely matter.

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a bed on April 20, 2024 (order # ************). The bed was delivered on April 27. Once I opened it I realized that I was missing some pieces and could not put the bed together. I have chatted with the customer service team and have been told that they didn't have the parts and that I would get a replacement bed, they actually told me to go ahead and donate the bed with the missing parts. I did not donate it (thank goodness) because even though I have called and chatted with them about 10 different times I have not received a replacement bed. During one of the calls I was told that they would send me the replacement parts but they were shipped incomplete. Upon calling again, the customer service agent told me to send a picture of the serial number, which I have done and still have not heard back. I have asked to speak to a manager or someone that could help me resolve the situation but the customer service team will not give me that info. They just keep telling me that they will resolve it. So it's **** now and AI still don't have the pieces to put the bed together. Please help me!!

  Customer response

  06/24/2024

  Hi,

  I purchased this from www.ashleyfurniture.com.  The order was fulfilled by Stoneledge Furniture LLC.

   

   

  Business response

  06/26/2024

  Thank you for reaching out to Ashley Furniture. We apologize if you have not had a good experience with our customer service team. 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 team and warehouse to get your bed replaced.
  

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

  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.

  I have been told a few times by Ashley Furniture customer service teams that they would be getting a replacement bed and it doesn't happen.  I can't trust that this time it will be different.  I want the bed replaced, delivered and put together within the next 10 days, that is the only solution that I would accept to resolve this complaint.

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

  Business response

  07/01/2024

  Hello, this is Ashley's furniture sales order number# ******** is currently scheduled to take place on Thursday 7/4/2024. If you have any questions or concerns please do not hesitate to reach out to us. Thank you for your patience.

  Best regards, Ashley ********************* Inc.Corporate Office

  Customer response

  07/05/2024

  [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

  06/25/2024

  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

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ashley purchase made online at ashleyfurniture.com returned/picked up from my home on 5/17/24. I was told that I would have a credit back to my credit card in 10 business days. I have called their customer service **** many times and also spoke to a woman in the escalation **** asking where my credit is for the returned goods. Each **** blames the delay on another **** and no one seems to care that I am making payments on something that I dont even have. I am at my wits end with these people. Hoping you can get them moving to give me the credit I have been waiting on for over a month. Thank you

  Business response

  06/26/2024

  This is Ashley Furniture reaching out regarding your Refund concern. We are working with our Online and Finance teams to address this and will be reaching out shortly. We did see that the refund has not taken place so we are going another route to ensure it gets completed quickly.  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.
  
  I am not satisfied because they have been telling me this very same story for over a month. I just keep getting the same response, we are working to get this resolved. Meanwhile nothing seems to be getting done. This could go on for another month because someone cannot seem to do their job. 
  
  Regards,
  
  ***********************

  Business response

  07/01/2024

  Hello, this is Ashley's furniture we are currently with the online finance department to have your refund processed for the item that was returned.  Thank you for your patience while we work on this for you, if you have any questions or concerns please do not hesitate to reach out.

  Customer response

  07/01/2024

  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.
  
  Again I continue to get messages telling me that you are working on my refund but it doesnt seem to actually happen. Once I receive the full refund I will gladly close this complaint and be more than happy to be done with you people. You have an extremely disorganized company and it may be due to the fact that everyone I speak to is a contractor. Therefore no one is invested in or cares about the  urgency of my situation. 
  
  Regards,
  
  ***********************

  Business response

  07/04/2024

  Hello, this is Ashley's furniture we are currently with the online finance department to have your refund processed for the item that was returned.  Thank you for your patience while we work on this for you, if you have any questions or concerns please do not hesitate to reach out.

  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.
  

  You people just dont get it. You continue to tell me that you are working to refund my money. You have been telling me this for almost 2 months. How hard is it in this day and age to make a couple of clicks on a computer and get this taken care of ??!! I feel like I am communicating with a scam company in *****. Get my money refunded so we can move on from this nightmare. I really dont need the stress and aggravation. 
  []
  
  Regards,
  
  ***********************

  Business response

  07/09/2024

  Hello, this is Ashley's furniture we are currently with the online finance department to have your refund processed for the item that was returned. We are running into a issue with processing of the refund and are currently waiting on our IT department to correct the issue.  Thank you for your patience while we work on this for you, if you have any questions or concerns please do not hesitate to reach out.
  
  
  

• 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

*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. ↩