Complaints

This profile includes complaints for Ashley Furniture HomeStore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ashley Furniture HomeStore

  1000 St. James St Winnipeg, MB R3H 0K3

  
• 

  Ashley HomeStores Parry Sound

  5 Mall Dr Parry Sound, ON P2A 3A9

• 

  Ashley HomeStores Espanola

  613 Centre St Espanola, ON P5E 1H4

• 

  Ashley HomeStores Sudbury

  800 Barrydowne Road City of Greater Sudbury, ON P3A 3T7

• 

  Ashley HomeStores Sault Ste Marie

  115 Northern Avenue E Sault Ste Marie, ON P6B 4H5

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:25/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture worth $ ********* from Ashley Homestore * ********* ***** *** ********** ********** ** ******* out of which a three seat sofa was poor quality discovered by me after delivery. I have reported to them online and by email prior 48 hours that I need it back with refund including a matching single recliner. They insisted to send technician after 10 days (June 25) who supported my claim. Today I called their customer service denying my claim that the technician reported no issue. I respected their conditional timing the right to return and refund but they flat out rejected me despite even buying more furniture's at the time. I need to return and refund the poor quality supported without further selection from them.

  

  Business Response

  Date: 27/06/2025

  I left a voicemail for *** ******** and emailed ********************* today.

  Customer Answer

  Date: 08/07/2025

   
  
  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. They refuse refund,  but agreed to swap replacement sofa I was able to choose different model. Delivery to my place anticipated by July 16.

  Hopefully, this will close my claim.

  Much obliged and grateful for your intervention and support. 
  
  
  
  Sincerely,
  
  
  
  Ahmed *****

• Initial Complaint

  Date:24/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my deep frustration and disappointment regarding an unresolved issue with a promotional $** ********** gift card I was promised upon purchasing a sofa in April 2025 from the Ashley HomeStore ** *********.
  
  At the time of purchase, the salesperson informed me that I qualified for a $** ********** as part of the promotion, and I was told to expect it in the mail within 1–2 weeks. However, it has now been over two months, and I have yet to receive anything.
  
  I contacted the ********** company directly, and they confirmed that no request was submitted under my name or information — meaning Ashley never initiated the process. Despite contacting *** ********* ***** *** Ashley’s head office more than 10 times, I’ve only received vague responses such as “it’s on the way” or “we’ll check and get back to you,” but no one has ever followed up or provided a clear resolution.
  
  This level of service is extremely disappointing and unprofessional. This experience has left me feeling misled and ignored.
  
  I would appreciate it if someone could resolve it immediately. I expect the promised $** ********** gift card to be issued and mailed without further delay,

  

  Business Response

  Date: 01/07/2025

  I left a voicemail for ***** ******** and emailed ************************ today. 

• Initial Complaint

  Date:12/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: January 7, 2025
  Amount of money paid: Approximately $**** everything included
  Ashley Home Furniture was supposed to deliver our sofas to our home. White Glove Service.
  What the nature of the dispute was: the delivery people brought the sofas and in the process of bringing it, they damaged our door and frame. They were having trouble bringing the sofas into the house. The sofa couldnt fit in the direction they brought it in and instead of reversing and turning the sofas angle to fit, they kept pushing in to the door and damaged the frame. My dad asked the delivery people, did you do this and they acknowledged and said yes. Don't worry call the department and they will reimburse and fix it. When we called the department and took pictures and sent it in, the delivery department did their internal inquiry and responded to us saying that the delivery people denied it. They responded to us weeks later. We kept following up days after our report and they kept telling us that they had no information for us. But when they got back weeks later they said if we could submit surveillance footage. This in my opinion is ridiculous because, 1) what IF our house didnt have security surveillance 2) most home security footage overwrites after 3-5 days unless you pay for a subscription which we dont 3) the matter wasnt responded to in due time which caused us to not have security footage. We provided pictures of the damage and the delivery department keeps denying that and they wont assume responsibility. The manager at Ashley retail store was extremely helpful and agrees that the matter should be resolved. Unfortunately his efforts werent successful either. We now have a damaged door and frame and its been months of going back and forth and no one from Ashley is assuming responsibility for the damage the delivery drivers caused when delivering the sofas.
  Whether or not the business has tried to resolve your issue: the matter is still unresolved.

  

  Business Response

  Date: 19/06/2025

  We have left a voicemail for Mr. & Mrs. *******  We will have the claims department reach out.  

  Customer Answer

  Date: 25/06/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Ashley Furniture made ONE attempt to call and left a voicemail to return the call to Melanie at **********. We have called and left voicemails and have not received a response. Ashley Furniture has yet to provide a resolution and to contact us. 
  
  
  
  Sincerely,
  
  
  
  Abdul **** ******

  

  Business Response

  Date: 26/06/2025

  Spoke to Daughter of guest on account.  She is wanting to go over the Property Claims Damage. Informed guest that the claims department has already denied their claim, we cannot override their decision. If there was an issue with the furniture we could assist, however there is not. We cannot offer assistance with the property damage as it was denied.  This is closed. 
  

• Initial Complaint

  Date:27/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 12 I visited Ashley Furniture. A salesperson (Dhaval *****) persistently promoted items & emphasized a 90-day no-questions return policy. Under intense pressure, I bought a sofa & bed. I paid $********. Upon going home & reviewing the receipt, I noticed discrepancies between the quote & the billed amount. Within 48 hrs (April 14), my friend *** **** & I returned to the store to request a refund. Dhaval ***** refused. I insisted on a refund
  due to the misleading pricing. Manager, Ms. ******* ***** persuaded me to keep the items, promising the 90-day return policy if I was unsatisfied. The delivery was on May 9th & the sofa could not be delivered as it did not fit & was returned, I have not received the refund as of May 27. The bed was poorly installed & had a damaged headboard. I reported this immediately & was told they could not remove the items but took photos & advised me to contact the store. Mei **** & I called the store & Ms. ******* assured us that the refund would be processed & the bed issue addressed. On May 21st a technician came & said the bed could not be fully repaired. I was given three options: 10% refund, 15% store credit, or 2nd technician visit. I was told I must choose one in 2 days or forfeit all claims—terms that I find unreasonable & coercive. May 22 I returned to the store & Ms ******* told me to go home, when I refused security came to evict me from the store. * *** **** **** * ******** ****** *** ******** ******* *********** **** ** ****** * **** **** ** *** ***** ** ****** *** *********. They assured me I would receive a full refund within 3-5 days. A second security guard was called and ********** ** ****** ** *** I said I would leave shortly **** * ****** ** ********* ** ******* ** ** ***** Then the police arrived and they compassionately assisted me home. This entire experience has caused me emotional stress and physical harm. * **** ******** *** ********* I am requesting a full refund and the return of all purchased items.

  

  Business Response

  Date: 26/06/2025

  I called ************ and the number is not taking calls at this time. I emailed *********************** 

  Customer Answer

  Date: 27/06/2025

  *********
  ********** 
  
  
  
  I am rejecting this response because:

  We phoned Ms. ******* at the number provided but received voice mail. We left a message and also returned an email to her with our concerns.

  Regards,

  Dan *******

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

  

  Business Response

  Date: 30/06/2025

  I called ************ and the number is not taking calls at this time. I emailed *********************** ******** Terms & Conditions.  We cannot offer a return on bedding, mattress, etc. I can offer a return on the Bedframe, headboard, footboard and rails, however the is a 10% restock fee, as on the conditions in which are singed at time of sale. 

   

   

   

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

  Customer Answer

  Date: 03/07/2025

  We have responded to the 2nd email provided by Ashley Home Store and requested exactly what will be the value of the refund for the bed portion of the purchase (Head Board, Foot Board and Rails). We do not believe that there should be any restocking fee as suggested nor do we wish to replace it considering the length of time and issues associated with the first purchase. We prefer a total refund (as was promised and is outlined in our written complaint) but can accept keeping the mattress.

  

  Business Response

  Date: 03/07/2025

  I corresponded with guest and offered a return for the king bed frame, headboard, footboard & rails.  Guest is leaning towards that however they want the full refund without the restock fee. Informed I can waive the restock fee and can schedule for this weekend or next week. Guest will get back with me. 

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased furniture from Ashley HomeStore and received it on Saturday. I contacted customer service the same day to report issues and request a return, but they did not reply until Monday morning. After I provided photos and followed up, they delayed again and only responded on Tuesday, stating that the 48-hour return window had passed and they would not accept my return. I believe this is unfair, as I made every effort to contact them within the required period, but their delayed response prevented me from completing the process. I am requesting that Ashley HomeStore accept my return without penalty.

  Customer Answer

  Date: 06/05/2025

  Subject: Additional Information for Complaint ID ******** – Ashley Furniture HomeStore
  
  
  Dear BBB Team,
  
  
  I would like to provide important additional information regarding my complaint against Ashley Furniture HomeStore (Complaint ID: **********
  
  
  I received the delivery on May 3rd, 2025 at around 6:00 PM. Immediately after the delivery, I identified several serious issues with the bed frame and contacted Ashley’s customer service by phone the same day. The representative informed me that it would take 1–2 days for someone to follow up on the issue.
  
  
  Due to Ashley’s internal delays, I did not receive a proper response until May 5th, 2025. During this time, I actively provided all requested documentation, including photos, descriptions of the issues, and the serial number.
  
  
  However, the only solution Ashley offered was to order repair parts, which would take 2–4 weeks to arrive. This solution is unacceptable because I am currently unable to use the bed, and I am incurring additional costs as I cannot move into my new home without a functional bed.
  
  
  I would like to emphasize that I acted in good faith and reported the problem well within the 48-hour window. The delay was entirely on the company’s side. Therefore, I respectfully request a full refund and removal of the defective product from my home.
  
  
  Thank you for your assistance. Please let me know if you require any additional documentation.
  
  
  Sincerely,
  Frank *****
  
  

  

  Business Response

  Date: 14/05/2025

  I spoke to Frank. Guest stated everything is being taken care of. He has the legs to be installed. Scheduled for 5/17.

  Customer Answer

  Date: 20/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: And today May 17. There is no one show up the whole day. I have serious doubts about this company’s honesty and integrity. 
  All I want to know now is what compensation the company will offer for the losses we’ve suffered during this time.
  
  
  
  
  
  
  Sincerely,
  
  
  
  Frank *****

  Customer Answer

  Date: 24/05/2025

  They originally promised to come on the 17th—or maybe the 24th—to fix the issue, but no one showed up the entire day. This is absolutely unacceptable. The bed has been sitting here unused for over three weeks, and it’s still not fixed. We can’t even use what we paid for. I’ve completely run out of patience.
  
  
  Let me be clear: the reason we can’t use the bed is entirely the company’s fault. It was your mistake. You delivered the wrong parts to our home, and it wasn’t until the installation attempt that it became obvious the components didn’t match. This was a serious oversight on your part, and we are paying the price for your negligence.
  
  
  At this point, I demand compensation for the inconvenience and losses we’ve suffered. I also expect the company to arrange for the bed to be picked up immediately so we can clear the space and purchase a proper bed frame from a more reliable company.
  
  
  *** ****** *** **** *** *** ****** *** ******** ** **** ******* ** **** ******** ****** *** *** **** ********* ******* ** **** **** ** ******* *** ****** *** ****** *** ******** *** **** *** **** ******* *** ******* ******* **** ********* ** ******* ** **** ****** **** ******* *** ***** ***** *** ** ****** ** *** *********** *** **************
  
  
  And don’t even mention the so-called “48-hour refund policy.” It’s outrageous that a company can deliberately delay service and communication, then hide behind a policy to deny a refund after the time limit has passed. **** ** ************ *** **********
  
  
  Your after-sales service isn’t just poor—it’s disgraceful. If this isn’t resolved immediately, I will have no choice but to escalate the matter further.
  
  

  

  Business Response

  Date: 28/05/2025

  The distribution center notated that everything was completed. I believe there was a misunderstanding between the fact guest stated everything was being taken care of, and not actually completed. I have reached out to inform team and get somebody out asap. 

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was into the Ashley Homestore ******* ** **** *** ***** ****** ******** ** *** *** during their March Sterns & Foster mattress promotion and spoke to Sales Associate Johnathan ****** I tested the Sterns and Foster mattresses on the floor and Jonathan explained the promotion, the adjustable bedframe was included at no extra cost to myself and my friend Pat ******* The price of the S&F Zara Medium queen mattress I was interested in was $******* plus taxes. We asked questions about the bedframe that came with it. Johnathon raised the head of the platform with the wireless remote with the advised it was the same as the bedframe under the Zara mattress on the floor that i had tested, the only differnce was that it only had a head riser and not a foot riser. He provided me his sales associate card and we left.
  
  I contacted Jonathan by phone on March 22, 2025, to ask if the promotion was still on for the S&F Zara bed and bedframe, he advised it was not, however, he will speak to his manger to see what he could do. He called me back advising he had spoken with his manger and they were able to honor the promotion. I advised I would come not the St James store the following day to set everything up. He indicated that would not be necessary that it could all be done electronically and he would forward the information to my email shortly.
  
  It was set up as an layaway plan (email attached), I believe to honor the previous promotion, and I paid the full amount on the invoice that day. I am not able to now view the breakdown of the mattress verses the bedframe, however I believe it was $****** + taxes.
  
  The mattress & bedframe were delivered on Thursday April 17, 2025, just before Easter long weekend. The Ashley delivery people removed all packaging, set up the adjustable bed frame and placed the mattress on the frame and left with the packaging. The delivery guy did make the comment oh these legs are not adjustible, L believe because he thought the bed was too high for me.
  
  I was surprised that the height of the mattress and bedframe seemed much higher than that of the showroom mattresses I tested and the remote was wired to the bedframe which was not the case in showroom. * **** **** ***** ******* **** ******** ****** *** **** ***** ** ********* ** **** **** ****** ***** * ** **** ** **** **** ***** **** ****, the more I thought about it the more I realized that the combination of the mattress and bedframe height, 31" was not going to work for me only being 5'1" tall. The mattress was up to my hips! I tried to connect with Jonathan to no avail and ended up send an email to him on April 23, 2025, (attached) which has not been responded to date. I tried to connect with Jonathan by phone **** ********* after sending the email, a message was taken however he did not return my call.
  
  I went down to the St James store on April 25, 2025, I was advised that Jonathan was their but tied up with a client, I was at the store for at least two hours, Jonathan made no attempt to meet with me. Instead store Manager Addis ******* offered me assistance, he reviewed the transaction and the email I forwarded to Johnathan. He indicated there was a 48 return policy which I had not meet, however after some discussion two options were provided. One he would try to find shorter legs for the bedframe and Two he would ask his manager to if they can approve an exchange of the received adjustable bedframe for the same adjustable bedframe I had originally trialed at an extra cost of approximately $******* $******* - $****** = $****** =+taxes. He disappeared several times into the warehouse than returned with shorter legs which he indicated were adjustable, worth $******, and offered to carry them out to my car. I advised I would give them a try however I would like him to follow up on option two, to exchange the platforms, and asked for his card. He provided me his card, indicating he was giving me his personal cell # *** *** ***** and he would get back to me, and asked me to return the original platform legs if this could be done. I looked quickly at the legs provided, obviously used, and left the store. I did another errand close by and then examined the used platform legs he had offered me. I noticed they did not have protective covering on the bottom and were missing some part. I returned to the store to return the used legs and ask to speak to Addis, I was advised he left for the day. I called him on the cell number he had provided, left a voicemail while I was in the store, advising the legs would not work as no protective covering and to follow through with option to the exchange of bedframes.
  
  I followed up with a text on Sunday April 27, 2025 " Good morning Addis, unfortunately the smaller legs provided were incomplete, no protective cover on two of the legs. I returned them yesterday. we will need to move forward with another solution . I am very disappointed that I was originally told the adjustable bedframe was the same as the $******* bedframe, the only difference was, only the head raised not the foot. This was not the case! My friend was with me when this was said so I have a witness! Do you have an update for me as I am not interested in Keeping this bedframe."
  
  I texted Addis again on Tuesday April 29, 2025, "Hello Addis! Please provide me with the name of the manger so that I can contact them directly." Addis has not replied to date.
  
  
  I feel that Jonathan misrepresented the bedframe that he was providing me, the existing bedframe doesn't work for me due to the height, and neither Jonathan nor Addis are now working with me to resolve the issue.
  
  I would prefer to be refunded for the bedframe, $****** plus taxes, $******* However, I would be willing to exchange the unsuitable bedframe for the bedframe I trailed in the showroom with a wireless remote and 14" legs for the difference in price $****** + taxes as discussed with Addis the Sales Manager on April 25, 2025. As the existing bedframe was misrepresented by Jonathan, I feel the delivery /pick up charges should be covered by Ashley.
  
  
  regards,
  
  Kathy Long

  

  Business Response

  Date: 14/05/2025

  I left a voicemail for **** ******** and emailed ****************** today. 

• Initial Complaint

  Date:24/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought box spring from ashley furniture for $ ******** on 10/14/20. Supposed to be guaranteed for 10 or 20 years. Well I started a support order to exchange the mattress and since Feb. 26,2025 they have been giving me the royal runaround. The requested about 10 pictures of the mattress and still they want more ? * **** ******** ******** ***** *** *** ** ********** 

  Customer Answer

  Date: 11/05/2025

  We heard from them saying in 7 days they would get back to me with an answer instead I received another email requesting yet another picture. I'm tired or the run around. **** ** *** *******

  Customer Answer

  Date: 14/05/2025

  They have settled on an exchange.

   

  

  Business Response

  Date: 14/05/2025

  I left a voicemail for *** *** **** and emailed ****************** today.  guest is scheduled for exchange for 5/30/25.

  

  Business Response

  Date: 28/05/2025

  The distribution center notated that everything was completed. I believe there was a misunderstanding between the fact guest stated everything was being taken care of, and not actually completed. I have reached out to inform team and get somebody out asap. 

• Initial Complaint

  Date:23/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased dining server from Ashley on March 16, 2025. The item was delivered on April 5, 2025, and upon delivery, I noticed that the two doors were not aligned and the right door could not be properly closed.
  I reported the issue to the delivery personnel, who contacted Ashley service center on my behalf. I requested a replacement for the entire furniture piece, but I was told that the issue was only with the door and that the item would only be replaced if a door replacement did not resolve the problem. Based on the trusting of their professional judgment, I agreed to try replacing the door first.
  A replacement door was later mailed to me, and until April 16, a technician was scheduled to install it. Upon inspection, the technician determined that the issue was not with the door itself, but rather due to a misalignment of the hinge installation. The proposed fix was to shift the hinge inward slightly. However, this would require new screw holes that are extremely close to or overlapping with the existing ones, which may compromise the structural integrity and durability of the furniture.
  I found this solution unacceptable, especially for a brand-new item. I reiterated my request to have the defective item replaced, as previously agreed upon if the door replacement failed to resolve the issue. The technician contacted their service center and I also followed up with a detailed email outlining the situation.
  Initially, I was told that I would be contacted after the technician’s full report was received. However, I did not receive any updates until after the Thanksgiving holiday. When I followed up again via email, I was surprised to be informed that my case had been closed because I had “refused their service” on April 16. This is not only untrue but also unfair, as I was simply rejecting an inadequate and potentially damaging fix.
  I hope that with your help, Ashley can replace the defective new furniture.

  

  Business Response

  Date: 28/04/2025

  Spoke to Hanah. Guest is requesting communication through email ** *** ******* ** *** ** *****.  I have emailed guest and informed of the service report for the server.  Informed we have to attempt service.  Waiting on guest response. 
  
  

  Customer Answer

  Date: 28/04/2025

  I got the call from Ashley at 10:00am on Apr 23. I told her I was driving, please send me the email to discuss this issue. She only left her phone number by email. I emailed her to ask her to discuss by email and I don't want any misunderstanding at 10:50 on Apr 23. she didn't respond, I followed up at 1:30 pm on Apr 23. I didn't get any reply until this morning. I have to call her and let her to commute by email AGAIN. She sent me email to request the photos and the a brief description of the damages and what they are requesting AGAIN. I emailed her photos and letter I sent to BBB. She has started reiterating the initial question, falsely claiming that I refused the repair service. However, I have already made the reason very clear in my letter. It is apparent that this is simply a tactic to stall for time. * ******** *** *******

  Customer Answer

  Date: 30/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: she asked me to "Please send photos of the issues and a brief description of the damages and what we are requesting". I provided her the photos and letter that I sent to BBB again. And the she emailed me "the technician stated that he went to fix the door and the service was refused. " I think I have explained the whole process very clearly in the letter. I had to explain the situation again. the below is the email I sent to her. She has not responded so far.

  The technician intended to drill new holes into the furniture as part of the repair. This was not what I was promised. I was informed that the service would only involve replacing the door, and if replacement did not work, I would receive a full replacement for the furniture. At no point was I told that drilling new holes into my brand new furniture would be necessary.
  When the technician arrived, he never attempted to replace the door, and only wanted to drill a new hole and reposition the existing door. Furthermore, the technician mentioned during the service that "even drilling a new hole would not fully align the doors."
  I do not believe it is acceptable for my brand new furniture to have additional holes, especially when the issue would still not be fully resolved.
  Please provide me with a solution that does not involve drilling into the furniture and ensures that the doors are properly aligned. This is a new product, and I expect it to be in brand new condition without extra holes before I begin using it.
  
  
  
  Sincerely,
  
  
  
  

  

  Business Response

  Date: 01/05/2025

  Per the technician, he would have to drill excess holes in order to be able to fix the issues. any modifications would void the warranty on the item. I have offered a replacement to guest. waiting on guest for agreement. 

• Initial Complaint

  Date:23/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product is couch with a chaise which was bought on - December 12, 2024.
  The amount paid was - ******* $
  Delivered on - January 11, 2025.
  
  I purchased a couch primarily because I have a back issue, and I was assured by the salesperson that this couch would provide the necessary support, without sinking in. The salesperson promised that it would be the most comfortable and ideal for my needs. Additionally, I was convinced to spend an extra $*** for a 5-year extended warranty.
  
  However, when the couch arrived, I immediately noticed that both the cushions and the chaise were already sinking in and were very uncomfortable. I called the company the next day to express that this was not what was promised or shown to me. They offered to replace the cushions and mentioned that they will send the technicians to do the work, promising it would happen within a week.
  
  Two weeks later, I received two large packages, and I was told that the technician would come to make the necessary changes once the third part arrived. It has now been three months, and every time I contact them, they claim that the part will take another three weeks to arrive. These large packages are still sitting at my home, and they are of no use to me.
  
  I spent a significant amount of money on this couch to address my spinal issues, but my condition has only worsened due to the lack of proper support. I’ve called repeatedly to request that the cushions at my home be replaced, but I have yet to receive any response. They claimed they would send a link to schedule the technician, but the link has never arrived. * **** ******** *** ******** **** * ******* **** *** **** ******** * ***** ** ******* *****

  

  Business Response

  Date: 23/04/2025

  I left a voicemail for *** ******** and emailed ********************** today. 

  

  Business Response

  Date: 01/05/2025

  -Spoke with Mrs. **** today. Guest stated the tech went out and service has been completed on the loveseat. The guest is just waiting on the Chaise cushion.  Reached out to Distribution Center to see if they have received it and will deliver once it has arrived. 

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a dining room table March 10, 2025 for $****. Delivered April 4. When unpacked from the box the table top was damaged (long gouge). Contacted customer service the same day to report the issue via AI (only option). Response was would receive a response from a live rep in 2 days. Received an email response 3 days later that told us we need to return product for repair or replacement. We just want a replacement as even if it is repaired we want what we paid for which is a new non defective table. We contacted customer service and were told we had to send in for repair/replacement assessment which will take one week.
  Bottom line is we just want a replacement, not a repaired table. Customer service says they are not able to do that. The terms on the invoice has nothing about returning damaged products. Only if customer is “not happy”.

  

  Business Response

  Date: 18/04/2025

  ********* ******** *****  We located account. I called ***** ******** and sounded like somebody picked up then hung up.  I emailed ************************* today.  

  

  Business Response

  Date: 01/05/2025

  I left a voicemail for ***** ******** and emailed ************************** Guest is still set for delivery for 5/6.  Will follow up once completed.