ComplaintsforAshley HomeStore.com

• 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

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a love seat from Ashley Furniture online in Oct 2021. From the moment it arrived in my home (delivery arranged by Ashley) I noticed a defect in the back cushion on one side. It would constantly collapse when anyone was sitting in that spot. It never happened on the other side, however. I removed the seat cushion several times to see if I could figure out what the problem was but could not see anything. I've recently realized after a more thorough inspection and placing my hand all over underneath the back cushion that the wooden frame (2x4 or some such thing) is missing in that area. In fact, it is obvious from feeling through the fabric that is downright broken, as I can feel the severely splintered ends. The furniture still has the tag on it, which states that there is a limited lifetime warranty on frames used on upholstered furniture. I noticed the extent of the manufacturer's damage/defect after moving recently. I moved one month ago from a rental house into my own house, using a professional moving company. After Ashley saw my negative review on their website, they encouraged me to file a claim. I emailed them and sent several photos showing the defect as well as several views of the furniture as requested. They initially said it would be covered under the manufacturer's warranty, but are now saying the warranty is null and void because I moved. This is clearly a defect in the manufacturing of this furniture, and I should not be penalized just because I moved from one house to another. Moving the furniture had nothing to do with defect. It is clear to see that it happened during the manufacturing of this item, as they continued to cover it with upholstery during production, and sold it to me with the defect. It should never have passed inspection, and Ashley should make this right. I am not interested in their repair over replace policy either, I want a replacement of this gray Accrington loveseat with an identical loveseat with no defects.

  Business response

  05/04/2024

  Good Morning,

  I was unable to locate an account for you based on the information provided. I did note that the address you have listed is in **********. The Ashley store you filed this claim with is located in *******. We are an independently owned and operated licensee of Ashley for Central and ****************. If the purchase was not made at one of our locations in *******, we unfortunately would not have access to your account. 

  The phone number you have listed is missing one digit so I was unable to call you to assist in filing your claim with the correct location, but I have sent an email to the email address you have provided.

  I look forward to assisting you in any way I can. 

   

  Customer response

  05/04/2024

   
  Complaint: 21655280
  
  I am rejecting this response because there has been no resolution: 

  I received an email from *******************/Ashley and have replied with the following:

  My phone number is **************. I am located in ********** **. My order was placed online through Ashley Furniture. I've submitted several photos via email on 4/24 showing the manufacturer's defect in reply to an email from a representative named *****, but have been denied claiming that the warranty is null and void because I moved recently. I do not accept that reply and am challenging that, as the defect clearly occurred during the manufacturing process. The move was done by a professional moving company from one house to another (no steps involved) and there are photos of the furniture from before the move and after by myself as well as the moving company showing there was no change in the item during that process. I got the same runaround with ridiculous excuses from Ashley over the recliner I received (part of this set), and it took months to get Ashley to replace the defective recliner. And now it seems I'm going through the same thing with the loveseat. The only reason I had no filed a complaint with Ashley sooner was because I was frustrated over the months of dealing with you over the recliner. It was only recently that I removed the cushion and took a closer look at what was causing the back cushion to constantly collapse that I saw that the frame was incomplete. It was actually broken, as I can feel the severely splintered ends of the wood with a huge empty gap behind the cushion. This has been upholstered over, and clearly is not something that could have occurred after the manufacturing. This is something that happened during the manufacturing process. It was only recently, after I realized exactly what the problem was, that I decided to put a review on the Ashley website. It was Ashley that responded to that review and encouraged me to contact them regarding my complaint. And now they don't want to stand by the warranty. Never again will I buy any Ashley product. Your workmanship is poor quality and your customer service is horrendous. You will do anything and everything to get out of your warranty. 
  
  This is one of the emails I received from your representative with the case number, and below that is the order information I received in an email after I placed my order. You can find the photos I submitted per the request in my emails dated 4/24. They were submitted in three separate emails since I could not attach all of them in one single email:
  
  This is Ashley Customer Experience reaching out to confirm that we have opened case #******** on your behalf regarding the issues you are experiencing with Item# 7050935 (Loveseat). Please reply to this email with 4-7, 360 Degree Photo view of the item(s) you are experiencing issues with; (At least 4-7 photos to show the defect if visibly present (Up close & far away), the front, the back (if possible), sides, and serial number or tag/sku. Photos are required even if there is not a defect present or visible on the item).
  Once we have received your response, you will receive a follow-up email to advise you of the next steps being taken in moving forward with your claim. We look forward to hearing back from you.
  
  Jamarai' M | Digital Customer Experience
  ********************** ********************* Inc.
  P: ************ | www.ashleyhomestores.com | www.ashleyfurniture.com
  
  
  ORDER CONFIRMATION
  ORDER PLACED OCTOBER 3, 2021
  SALES ORDER NUMBER: 725006184899
  
  Accrington Loveseat
  $409.99  $360.79
  Promo "Discount Applied- Promo Code"
  SKU: 7050935
  Dimensions: 72"W x 41"D x 39"H Item Total: $360.79
  You Save: $49.20 Qty: 1
  Fulfilled By: SOUTHWEST FURNITURE OF WI, LLC AN ASHLEY FURNITURE HOMESTORE
  On Sat, May 4, 2024 at 8:24?AM ******************* <****************************************> wrote:
  
  Good Morning,
  I was unable to locate an account for you based on the information provided. I did note that the address you have listed is in **********. The Ashley store you filed this claim with is located in *******. We are an independently owned and operated licensee of Ashley for Central and ****************. If the purchase was not made at one of our locations in *******, we unfortunately would not have access to your account. 
  If you need assistance locating the correct store's page, I would be happy to assist you. 
  
  ***************;
  Vice President of Operations
  **********************
  ********, ******* 35022
  
  Sincerely,
  
  *****************************

  Business response

  05/07/2024

  Good Morning,
  
  
  I do apologize for the difficulties you are experiencing with your local Ashley licensee. Unfortunately, we only own and operate Ashley stores located in ******* and **************** so I would be unable to assist you in this matter at this time. I have reached out to an Ashley Furniture representative that hopefully can get connected with your local Ashley store in resolving this matter. I also recommend calling the online customer care support number at ************ or emailing them at *************************************************.
  
  
  I apologize that I am not able to be of more assistance but unfortunately, we only service Central and ***************** 
  

  Business response

  05/13/2024

  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. Per the warranty details, all warranties, whether express or implied, cover only normal household usage. These Limited Warranties are null and void if furniture has been moved from original point of delivery to consumer. The consumer may view the terms by visiting ********************************************************************* ; we apologize for the inconvenience.
  
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

  Customer response

  05/13/2024

  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 challeging *****'s explanation that the warranty is null and void due to moving furniture from one house to another. It is clear from the photos provided that the move had nothing to do with the manufacturing defect of the loveseat. The defect is on the inside of the loveseat and occurred during the assembly process. It should have never passed inspection to be sold to a customer. I am still pursuing an exchange of this item. I am requesting that Ashley send a representative to my home to inspect the damage and see for themselves that the move did not cause the damage and that the damage occurred during the manufacturing process.
  
  Regards,
  
  *****************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dresser. They delivered it with a huge hole where the glide goes. I called they advised that a new one will be delivered. I reviewed the paperwork and it advised someone is coming to fill the hole. I then called and they stated that someone will be out to take a look at it, then a new one will be sent out. I took off work and the guy fills a hole. I advised that a brand new one was supposed to be delivered and no solution.

  Customer response

  05/01/2024

  This was a online order 

  Business response

  05/08/2024

  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 they are working with the consumer to resolve the issue; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.
  Corporate Office
  KB

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 19 2024 my husband ********************* and myself ordered 5 closet organization systems from Ashley Furniture online store, when all packages arrived we hired a crew to install all those closets. One of the system is missing 4 shelves, *** contacted representatives on the phone asking them to please send remaining shelves as soon as possible as we hired a company to install them and cannot install ourselves. She who told me it will take 5-10 business days to resolve, which of course didnt get resolved and when I called again the representative said this is a third party vendor and she is going to get in touch with them and get it resolved within 24 hours. This has been 10 days ago and till this day is nothing. We purchased this items through Ashley furniture company, 4 shelves did not arrive and we cannot go back and forth without any results. We either want those shelves sent to us or we want a refund.

  Business response

  04/26/2024

  Thank you for reaching out.  Please contact Ashley *********************** at ************.  The will be able to connect you with the correct licensee to have all of your concerns addressed.

  Thank you,

  T&T Distribution 

  Customer Care

  Customer response

  04/30/2024

  Hello,

  I have made a purchase online on ashley furniture website

  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 ************************ We were advised that the consumer will need to contact the manufacturer **************************** or **************,Mon-Fri 8 am-5 pm) for parts. They will need to provide them with the *** PO -P2CDX49. We apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.
  Corporate Office
  KB

  Customer response

  05/10/2024

  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.
  
  I have already tried contacting the manufacture as well as customer service said they will contact this party sellers and will get back to me within 24 hours, and ive called at least 5 times and nobody ever gotten back to me. Ive made a purchase through online ashley furniture site, not some third party sellers and you need to be responsible in resolving this as soon as possible, we got half of a closet system and we need full one. 
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Business response

  05/14/2024

  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 understand the consumer's concerns. Unfortunately, we are unable to order replacement parts on the vendors behalf. The consumer will need to contact the vendor *************************** or ************** Mon-Fri 8-5 for further assistance; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Evening of April 4th - Placed online order for item W6000001-10 from ashleyfurniture.com Morning of April 5th - Tried to cancel order online but link provided on page did not work and generated a "office 365 form not found error". Used live chat on their site to contact them and tried to cancel order. I was informed I could not cancel it since it was being processed and to simply refuse delivery or return item when received.April 6th - Item Shipped April 9th - Received Item and contacted live chat again to initiate a return. Was informed I had to call in to support. Called into support and they informed me someone would email me to start the process.April 10th - Received email from support stating I could return the item but I had to pay return shipping. I asked how that was ethical since I tried to return item before it shipped and was told I couldn't. They asked if I took screen shots of their chat or not. Of course I didn't as I had no reason to suspect I would have to produce our conversation later. They stopped replying to my emails when I asked if they had no record of my live chat from the 5th or were denying it took place. Email chain available upon request.April 16th - ******** $99.98 (49lbs 11oz) shipping to return item with tracking number 1ZC600X80302002305 and filed this case with the BBB.Uploading email thread as PDF and *** shipping receipt

  Business response

  04/17/2024

  Good Morning *****,

  Please reach out to our Ashley *********************** team at ************ for assistance.  They will be able to connect you with the correct franchisee who can work with you for resolution.

  Thank you,

  Customer Care

  T&T Distribution

  Business response

  04/25/2024

  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. Unfortunately, per the return policy;Once the item is received, we will refund the cost of the item excluding shipping and handling fees. We apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.
  Corporate Office
  KB

  Customer response

  04/25/2024

  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 tried to cancel the item before they shipped it and was told no to just return it or refuse shipment. Then they changed the story to you can return it, but I have to pay shipping. I shipped it back per their request and then opened this BBB case. Then they said to call their support and they would takle care of it. I did and they then said they would send someone out to pick it up, but I had already shipped it per their request. So I was told there was nothing they could do. I offered to take the item to a local store at the beginning of this process and was told that wasn't an option due to it being an online order. I am not sure how this isn't a classic story of stall, bait and switch.
  
  Regards,
  
  ***********************

  Business response

  04/28/2024

  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 apologize for the inconvenience.We are unable to refund the shipping costs. Per the return policy, the consumer is responsible for the shipping costs.
  
  Regards,
  Ashley ********************* Inc.
  Corporate Office
  KB

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is the same response they gave last time. They are refusing to accept responsibility for not being able to cancel my order a day BEFORE it shipped and telling me to simply return it when I receive it. Then when I tried to return it they then explained I would be responsible for return shipping for an item I tried to get them to not ship in the first place. Their "processes and procedures" seem unethical by definition. 
  
  Regards,
  
  ***********************

  Business response

  05/05/2024

  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. Unfortunately, when the consumer requested to cancel the order, the item had shipped. We will not be able to refund the shipping costs; this is also stated online via the return policy; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.
  Corporate Office
  KB

  Customer response

  05/06/2024

  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.
  
  Not true. I contacted online support 24 hours before item had shipped only to be told I could not cancel and to simply return the item. Please read timeline of original complaint. This is the third time the business has replied with a different response every time. 
  
  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 ************************ Per the online return policy, Once the item is received, we will refund the cost of the item excluding shipping and handling fees. We are unable to refund the shipping costs; we apologize for the inconvenience.
  
  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.
  
  It is the same response they gave they last two times. I tried to cancel item 24 hours before it shipped only to be told no, just return the item. Then once I got the item and tried to return it, even to a local store, I was told I was responsible for return shipping since I didn't cancel it before it shipped. Even though I tried and was told no.
  
  Regards,
  
  ***********************

  Business response

  05/13/2024

  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 unable to refund the shipping costs; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  Corporate Office
  KB

  Customer response

  05/13/2024

  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.
  
  Same response as the last 4 times. How many duplicate offers do I have to reject?
  
  Regards,
  
  ***********************

  Business response

  05/14/2024

  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 will not be refunding the shipping costs; we apologize for the inconvenience.
  
  Regards,
  Ashley ********************* Inc.                
  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.
  
  This is the 4th or 5th time they sent this duplicate response. I guess I'll call in and find out next steps vs. having to reject their duplicated non offer over and over.
  
  Regards,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩