Business Profile

Furniture Stores

Ashley Furniture HomeStore

Complaints

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

Customer Complaints Summary

237 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/05/2023
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.
March 13,2023 Mel & I purchased a lifting recliner from Ashley ***** ** ******* ** The recliner rocked from size to side a little when we tried it & sales person said that was normal. We purchased the chair & took it home. The sales people never told us we can only have the recliner 2 days for exchange, also never told us a floor model can not be returned. On March 28,2023 we returned the recliner to the Ashley store and
they accepted the recliner. With help from Larissa sales manager we ordered another recliner. Larissa said it would take 3 weeks for us to receive the new recliner. We never
heard from the store, so on April 25,2023 I phoned the Guest care line to inquire. Guest care person said there was not a new recliner ordered for us. Mel & I went back to Ashley store to tell Larissa. Larissa checked on her computer to reorder and we just said cancel my order. I would like my money back. I gave Larissa my email address so Guest care could e transfer me the money back. We should have been told all rules, before we purchased. I phoned Guest care on May 2,2023 to see about my money back and Guest care clerk said a new chair had just been ordered, on May2,2023. I told the clerk at Guest care that our order had been cancelled on April 25/2023. That we would like our money back.
** *** ******** *** ** ** *** *** * * ** ** ******** Mel has had both hips and both his knees completely replaced & needs a good recliner. If you could please help us get our money back. We have never had such poor customer service. ********* ******* * *** ********
Business Response
Date: 12/05/2023
Hello
Thank you for contacting us and we are sorry to hear about your experience
Our records indicate your refund was processed and applied on 03/20/2023
Regards
Customer Answer
Date: 15/05/2023

Complaint: ********

I am rejecting this response because:
We have NOT received a REFUND from Ashley Home Store at all.

Sincerely,

Darlene And Mel *******
Business Response
Date: 24/05/2023
Hello
Thank you for the reply
The chair was approved for a reselection , not a refund. we are able to reinstate the reselection
A refund or return on the product is declined
Thank you
Customer Answer
Date: 24/05/2023

Complaint: ********

We are rejecting the reselection
because of the way we were treated and how long it’s been. *** **** ******* ********. We returned the chair on the 28 of March. 2023. Almost $****. for a broken down chair & bad service is to much for Senior’s. We just want our money back.

Sincerely,

Darlene And Mel *******
Business Response
Date: 29/05/2023
Hello
Thank you for the reply
The chair was approved for a reselection , not a refund. we are able to reinstate the reselection
a refund or return on the product is declined as per the terms of sale.
Thank you
Initial Complaint
Date:01/05/2023
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.
My husband and I purchased a 6 piece furniture set from Ashley’s furniture ** *** **** ******** We were informed that this is the most durable and high quality piece of furniture they have. They delivered our furniture 3 pieces didn’t even make it off the truck, they were damaged and faulty. The 3 other pieces were left in my home. With frayed fabric, stitching popping loose, & staples not holding, Within 1.5 hrs I noticed one piece was also broken & making a funny noise when reclining back to original position. I called the store directly & the associate first told me that they would in fact replace it. I spoke with the manager on April 29 & was treated with such disrespect. He questioned my integrity, called me a liar & was not willing to provide any information as to how long it would take to request a full new 6 pieces. His reply was “I don’t know!” I then said put yourself in my shoes & understand my frustrations & he simply replied “omg!” & hung up on me. I called customer care on Apr 29 & the associate there told me that I have to pay a restocking of $*** for the 3 pieces that are in my possession. I said 1 piece was broken. We will not be doing a service call as more than half my products showed up damaged & the way I was treated by the manager I want a refund! I agreed to the $*** and said I wouod call back to confirm & have it processed. I called back today may 1 & the associate I spoke to told me that it was going to be over $*** I had to pay. I said that’s not what was confirmed on Sat He said it wasn’t his fault that the associate did the math incorrectly. So what I am asking of you is if there is any way that you can get my full refund back due to the amount of disrespect & the lack of honoring what I was originally told. I drove 40 min on Sat. to the store to talk to another manager about my experience & he was not happy. He confirmed my faulty recliner was not to sound like it did as well.The price of our furniture was $******* purchased on Apr 14,23
Business Response
Date: 02/05/2023
Hello,

Thank you for contacting us and we are
sorry to hear about your experience!

We would be happy to look into this
for yourself, however to do so, we will require some additional details to
locate your guest account.

May we please request the first and
last name that your purchase was made under, the store location the purchase
was made at, as well as the telephone number associated with your account.

Alternately, you can call our guest
care department to discuss at ************** ** **** *** ** **************. Our
office is open Monday to Saturday 9am-7pm central standard time.

Thank you for your assistance in this
matter.
Customer Answer
Date: 02/05/2023

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

I have reviewed the response made by the business in reference to complaint ID ********* here is the additional info required. April 14,2023 purchase of $******* for a 6 piece couch set. Chris ****** and Tricia ****** are the customers ********** ** the phone number on file. I have spoken to multiple guest care agents as has my husband to no resolution. All I am asking is that the 25% fees be waived and we get our full refund or I get the original $*** amount we have to pay that I was told by one of your agents honored. It is not my fault that he messed up doing the math. I confirmed with him at least 2 times that it was the cost I was required to pay and he said yes. So if I am unable to receive a full refund for the lack or respect from the store manager Peter, another associate Branden, then I will settle for the originally amount I was instructed to pay. I am not happy with how the guest care guy treated me yesterday **** *** ******** **** *** ** ***** *** ***** ***** ****** ** *** **** ********** **** *** **** *** ** ***** *** **** ***** ****** ** ******* ** *** ***** **** *********. This whole experience has been terrible, it has caused me some serious stress and anxiety which I do not feel is ok in any situation. We are just trying to do what is fair in this situation. No one has the right to speak to me the way Peter did and to hang up on me and than avoid my calls.

Sincerely,

Tricia ******
Business Response
Date: 05/05/2023
Hello

Thank you for the reply

Our records indicate the guest is working with our team and came to a resolution on 05/01/2023 regarding the refund.

Regards

Krystle
Initial Complaint
Date:03/04/2023
Type:Billing 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.
****** **** ******** and w/rugs 5 year $******. Had no idea what this was when I went into the
store to make a payment. I asked what it was, was told it was a 5-year extended
warranty and cleaning service. I said I don’t want it. They basically said too
bad you agreed to it and signed for it now you are going to pay for it. Also,
they sprayed something on the furniture to attract my 2 great white Pekingese dogs to urinate on the furniture. They are 3 years old and have never done any
thing like this in their lives before. I bought the green machine and shampooed
it all off and now those dogs are good dogs again. Then I get a credit card
from ********* sent to me telling me now don’t pay Ashley’s anything more. Now I
have another credit card I was unaware of. I phone the cleaning company ***** **** ********* and they say take it up with Ashley. Ashley says phone the cleaning company. Round
and round, but all say I knew what I signed for and must pay it. * ******** ***** **** **** **** ** **** **** *** *** when I discovered that the furniture was sprayed
with something to attract my dogs to urinate on it, “really”! No way am I paying
for that.
Business Response
Date: 11/04/2023
Hello
thank you for contacting us and we are sorry to hear about your concern.
Extended warranties are non-refundable.
regards
Initial Complaint
Date:28/03/2023
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 a mattress and mattress pad, wasn’t going to be available until March 24th. Wasn’t the arrangement. Canceled within 48hrs March 11th. Still haven’t received our money back. Called numerous times. Just want our money please* *******
Business Response
Date: 03/04/2023
Hello
thank you for contacting us and we are sorry to hear about your experience.
Our records indicted the refund was applied back to you on 03/28/2023
Regards
Initial Complaint
Date:23/03/2023
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 hate that I have to turn to an online request to get a response, but as the company will not contact me, it is my only option. I purchased a couch and mattress in October 2022, ended up switching the couch prior to delivery (and received a different model than expected upon delivery). I had to switch the couch to the original model, as there was no other option (and there were no refund options available). After switching the couch, I received the correct one. I spent easily 5+ hours and 4 different phone calls to different customer service agents trying to fix the problem. After no luck, I went into the store and was told to call customer service. Finally, it was changed. I was told there would not be a restocking fee as it was a mistake, but they charged me $***+ for restocking (even though I have email confirmation that I would not be charged). I have still not received a refund for this.

After (Dec 2022), I went online to ask the automated chat dimensions of bar stools (they were too big). The sales person charged my credit card for the bar stools without my permission or approval. I only found out when the delivery department called to schedule a delivery (and I never even got the stools). Not only did they buy them, but they added $**** of protection plans and delivery. Ashley told me it was an automated robot, not a sales associate. I went online to ask the chat box if it was a real person, and they confirmed it is only sales associates who answer.

I have visited the store and spoken with just about every employee and manager, as well as the customer service line I started this process in October 2022, and it is March 2023. The store owes me two refunds. This review only covers the main problems with Ashely, but there are a bunch of other problems I have had with their company.
Business Response
Date: 03/04/2023
Hello
thank you for contacting us and we are sorry to hear about your experience.
Our records indicate the store is working with you and our accounting department for resolution.
We look forward to continuing to work with you to resolution.
regards
Initial Complaint
Date:14/03/2023
Type:Customer Service 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 called and cancelled this order on February 11/23 at 11:13 AM and George phoned to confirm it was canceled at 4:23 PM. We spoke to Erin.************

I told the Erin I wanted this canceled she told me she would. Then at 4:23 she told George I already called in and it would be done Now I noticed on the account there is a hold for the *******. The girl I talked today said she would email you but there would be a restocking fee. I want you to make sure this is reversed. I should not be responsible for any restocking fee. I cancelled the order within 24 hours.

I emailed the sales rep(manager) on March 5/23 with no response.

This company already ****** ** *** for ******* for restocking on another item that was sold to me. They told me it could be set 6 inches from the wall. When I got it home it had to be set 20 inches from the wall. I was not told about the restocking fee. **** **** ********* *** ****** **** **** *** **** * ***** *** *** ********
Business Response
Date: 20/03/2023
Hello
thank you for contacting us.
our records indicate the full amount which was financed was cancelled with the financing company.
Regards
Customer Answer
Date: 20/03/2023

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.

Sincerely,

William ********
Initial Complaint
Date:14/03/2023
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 November 23 of 2020 I purchased a sofa set as well as a four year warranty on my furniture. Within the year I started noticing manufacturing defect. And contacted the store. The store filled out a customer support complaint and sent out a technician. The technician filled only one of the couches with foam and notified me at the time that the extended warranty is covered by a different company and I should call again and have the extended company come and fix as they will do a superior job. Since that day onward, no one has come to fix my sofas. I have called many many times.All of the sofas and on the purchase order has now started to deteriorate the wooden frame shows the foam is pressed down, and overall the physical state of the manufacture warranty is completely falling apart I have gone to the store many times upwards of six times to complain. The store managers have emailed the customer service department. I have called the customer service department and to no avail. I have gotten no help my last visit to the store. The store manager informed me that he had emailed everyone he could think of and that it’s out of his hands now as he does not know why they are not getting back to me. I’ve hit a wall I do not know how to get my sofas fixed at this point I am considering hiring a moving truck and just taking the sofas back to the store as I have had zero resolution from this company they sold me a four year warranty and have not serviced it within the one year included warranty never mind the three additional years I paid for this has been a complete **** and I’m hoping to receive resolution from BBB
Business Response
Date: 20/03/2023
Hello
Thank you for contacting us and we are sorry to hear you are not satisfied with your product.
Our records indicate the concerns were reviewed by our technician team and it has been determined the concerns are not deemed to be manufacturing defects and are within manufacture standards
Regards,
Customer Answer
Date: 20/03/2023

Complaint: ********

I am rejecting this response because:
I have visited the store asking for a review AFTER this “inspection” was done. The inspector was rude from entering the door, agreed the sofa legs were not holding up weight well yet reported and cleared them of any issue. He saw the the exposed frame and and did not report that and all in all stated the products were up to standard. I have cooperated every time I was asked to send in photos, videos and asked to have another inspector visit but Ashley has done absolutely nothing but ignore my requests. I ask BBB to check records of events from this inspection being completed to my the store manager (Mohammad) emailing the 2nd time to ask for customer support. This response from business is based off of an inspection done almost 2 years ago if not more, the product has only gotten worse!

Sincerely,

Abdul *******
Business Response
Date: 23/03/2023
Hello,
Thank you for the reply, if there is new concern we would need to start a service
warranty claim on the affected item/s. To do so, kindly follow the steps below
to start a report with our virtual assistant Eva: (Please provide the name and
phone number that is associated to the order or account)

1. Go to our
website at ashleyhomestore.ca
2.
Click on the "Chat With Us" button on the bottom right-hand corner.
3.
Enter your name and phone number, then click "Start Conversation".
4.
Click on "Live Agent", then "Service", and select “New
Claim”
5.
You will be asked a series of questions and photos to be attached to your file.
We recommend taking the photos ahead of time as the conversation will time-out
after a certain amount of idle time.

You can also have this conversation
done via SMS by sending a text message to **************

If you have any further questions or
concerns, please do not hesitate to reach out to our guest care department at
**************. Our office is open Monday to Saturday 9am-7pm central standard
time.

Thank you,
Customer Answer
Date: 23/03/2023

Complaint: ********

I am rejecting this response because: as I have previously stated multiple times over the phone, in person and as well as on their “Chat With us” service. I have not received any communication or action for over a year! It is after I attached images on their Chat with us that I had to revisit the store and sit down with the store manager since I was frustrated after not getting any form of solution! *** ******* **** ****** ** *** **** ** **** *** *** ** *** * ******** **** ****** *** * ******* ** **** ********** ** ****** ** *** **** ********* *** **** ********* *** *** *** **** **********. **** ** ***** *** ** ******** *** ******* *** ******** ***** * **** ******** ****** ** ***** ***** **** ***** ******* ***** **** ********* * ****** ***** **** ********* ** *** ** ***** ****** * **** ***** ******** **** ****** **** ******** ******* **** They have the images one way or the other. If they really wanted to solve this matter I would’ve received a call by now to schedule an inspection. They have not. I would advise the team at Ashley’s to ******** ** **** **** *** find the images AND setup up inspector if they really are interested in solving this matter.

Sincerely,

Abdul *******
Business Response
Date: 11/04/2023
Hello

This customer must submit a claim, via SMS by sending a text message to ************** to have our technician assess the concerns.

Thank you

Krystle
Initial Complaint
Date:28/02/2023
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 bought Sofa set from Ashley home store ******** ** ****** on 19th Nov 2022.* When they delivered we received damage stock and we inform on same date.* They offer us 10% discount or fix it and we choose fix the sofa. we wait full month December 2022 and half month January 2023 no one came to fix the sofa, after I follow in January 2022 some one call me from Guest care and agree to choose other Sofa as they don't have any one to come and fix sofa.* After I select other sofa I contacted again Guest care and spoke with supervisor Armaanjeet and she refused to exchange other sofa set and agree to deliver same sofa what I receive damage. but I told her that some one called me from your guest care and told me to chose other sofa set.* Armaanjeet explain me as she need to heard all voice recording for my phone calls and come back with me but till today she did not heard any phone recording call me back for for other sofa exchange. she forced me to exchange same sofa and don't want to change other sofa set or credit my account and i agree to exchange with same sofa.*She took chance and delivered me demo one and damage stock on 15th Feb2022. Delivery man inform same time to his department for damage and I inform also in same day in guest care.* I received sofa 15th Feb 2023 instead of 14th Feb 2023, I accept delivery but still they delivered damage stock again.* I called Armaanjeet again on 15th Feb and she refuse to give me credit and put me on same situation as I have on before. with damage stock. She offer me same as they give me on Nov 2022 and I am refusing that if I am paying full payment for new sofa set so why I keep damage or fixed old sofa'.* I inform to Aarmanjeet on guestcare via telephonic and email about must credit account but she refuse to do and not answering email.so need help to get credit so I can buy new one.******** ************* ****** **** *** ***** ***** * ****************** ** * **********
Business Response
Date: 02/03/2023
Good afternoon,

Sorry about all the run around that you have been given – I am going to just have the detailed explanation what really happened to begin with.

The first Exchange that happened was delivered on the 01/13/2023 – which was something that should not have happened to begin with- because there are two different places where you can put the rails in why because this bed that you have purchased is compatible with the storage rails and without storage rail and with the storage rail in there the center support legs needs to be shorter, however the bed that you have choose is without the storage rails and the rails needs to be put in the above insert not in the down one. IN order to fix that we did the service setup so that the DT can come to your house and get it assemble correctly. (13 JAN – Those appointments should have happened to begin with.)

The Tech appointment that was cancelled should not have cancelled without informing you – 02/14/2023 because the parts were not there, we should have made sure about that to begin with.

Finally – The tech was there at your house to do the inspection today – that could be done from the pictures as well and it should have been escalated to the repair manager and discussed the resolution with them

What I am trying to do here – figure out why it happened when it should not have happened, but it is on myself as a supervisor – so I will take this internal matter internally

The options that have been offered to you as we have failed you multiple – the options are RETURN / RESELECTION / EXCHANGE – which ever option you are wanting to go with I can certainly offer. Why these options were not offered you before – because out business model is based on service over the replacement, and we always try to repair it and if we are not able, we will provide the alternative and that is what I am doing here.

Regarding the compensation that is not something that we believe in – we do believe in solving the issue, so that begin said there Is a customer appreciation – which is our gift to you from us in the form of the in-store credit. The amount will be $*** GC - $*** (for the time it has taken because it was delivered since 01/06/2023 ) + $*** ( for the visit that we have not be able to successfully repair for you) – this is the non- negotiable amount.

Regards
Customer Answer
Date: 02/03/2023

Complaint: ********

I am rejecting this response because: I did not buy a BED from them as he have all excuse for bed with storage or without storage.
I bought it recline sofa set and I have complain for recline sofa set.

Sincerely,

Khyatiben ******
Business Response
Date: 08/03/2023
Hello
Thank you for the reply, we will have a member of our team phone you today to review the option.
regards,
Customer Answer
Date: 08/03/2023

Complaint: ********

I am rejecting this response because: they don't have any responsible manger they will discus direct to client and take any decision according to complain. I am calling them from last December 2022 till now the not resolve issue. On the telephone they force me to keep damage and demo sofa set that I am not satisfied with. I am asking they will give me option for change with other sofa set or give me full refund.

Sincerely,

Khyatiben ******
Business Response
Date: 13/03/2023
Thank you for the reply.
Our office has been trying to reach you by phone to discuss your file further. please contact us back at your conveniences at **************
Regards
Customer Answer
Date: 14/03/2023

Complaint: ********

I am rejecting this response because: ****** **** ** ******** *** *** ** **** **** ******* I have been discussion with you last December 2022 and they did not solve it.
I am refusing to accept demo piece that you deliver with open box, have damage in front and back. stiches are open in front side middle seat. Leg rest are very loose they can not hold our legs when is open.
Would you please change with new product or give me a full refund.

Sincerely,

Khyatiben ******
Business Response
Date: 27/03/2023
******* *******

As Per the discussion, we are not leaving you with something that is not 100% showroom condition , and if we are certainly not able to repair it then yes we will move on with the replacement of the SOFA- that is what I am saying for the whole time.

However, we will certainly need one attempt to make the repairs

Let me know

Thank you,

Customer Answer
Date: 09/04/2023

Complaint: ********

I am rejecting this response because: as per our discuses on 29th March 2023 you agree to repair sofa but after 10 days I did not heard when they going to fix the sofa? need a time frame to fix sofa on urgent base. can not wait for to long. and even after repair sofa they must look like same as love seat and new one. If they can not be able to fixit than give us compensations for wasting time and refund full payment.

Sincerely,

Khyatiben ******
Business Response
Date: 13/04/2023
Thank you for the reply.
Our office has attempted to reach you by phone to discuss further, please call us back at your convenience at **************
Regards
Customer Answer
Date: 13/04/2023

Complaint: ********

I am rejecting this response because: please contact via provided Email only. As we have dispute I need your decision on written.
Email : *********************

Sincerely,

Khyatiben ******
Customer Answer
Date: 30/05/2023

Complaint: ********

I am rejecting this response because:
The matter is not resolved.

They not fixed, exchange or refund my payment.

Sincerely,

Khyatiben ******
Business Response
Date: 01/06/2023
Hello

This guest has been rescheduled to 06/13/2023

Thank you

Krystle
Customer Answer
Date: 01/06/2023

Complaint: ********

I am rejecting this response because: I am not understanding meaning of answer.
Reschedule 13th June, what they going to do? are they fixing sofa or exchange sofa or refund payment?
As per your manager Ahmed, he can not be able to fix same as my love seat. and if Loveseat and Sofa are not looks same and not same quality than I refuse to fixing and they must exchange or do it full refund without any penalty.
Please reply straight and clearable to understand. ***** **** **** ** ******

Sincerely,

Khyatiben ******
Initial Complaint
Date:27/02/2023
Type:Customer Service 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.
We purchased a mattress at the Ashley home store ** ******* We were unable to try the mattress in store which was for our 2 year old. It is imperative that a mattress is firm for development of the spine. The sales representative ensured us this was firm and of good quality. The sales representative did not indicate in order to exchange we have to purchase a mattress cover at the time of purchase. Once we received the mattress we tried to contact and speak with the store directly regarding exchanging it because the quality is horrendous and not firm therefore unsafe for our child. After a week of back and forth with head office, a supervisor was able to go ahead and allow us to purchase a mattress cover after to begin the exchange process. We purchased the mattress cover at another Ashley store as we did not want to deal with the original store. **** *** *** ** ******* ****. After the 30 days we began the exchange process. We returned to the store where we purchased the mattress cover to reselect a mattress. Two employees checked the stock and ensured it was available. Upon delivery date, the mattress sent was the wrong one. The sales person attempted to *** ***** *** tell us that this was in fact the mattress as the original one was out of stock and this was our "second choice". We never made a second choice. The manager of this store honoured a return of the difference we paid to our credit card in which we have not received yet. The issue is, we are now stuck with a $****** plus tax credit from the ****** store for the original mattress that was not suitable for our toddler. Sheryl, the supervisor in head office attempted to speak with the ****** store to refund us however they are refusing. They are willing to exchange but not return our money. We do not want to shop at Ashley anymore *** ***** ** ** ***** ****** ** ** *** **** ****** ******** *** ***** ** **** *** ******* *** **** ** **** *** ******** ***** There is also damage to our wall from delivery.
Business Response
Date: 28/02/2023
Hello
thank you for contacting us and we are sorry to hear about your experience.
Our records indicate your mattress has been approved for a reselection to chose a different mattress.
Please contact your local store sales representative to select the replacement.
We look forward to working with you for resolution
Regards
Customer Answer
Date: 28/02/2023

Complaint: ********

I am rejecting this response because:
We already did go through the re-selection process as mentioned above. We drove 45 minutes each way on two separate occasions and then was delivered the wrong mattress. ** ***** ** *** **** ********* the sales representative ***** ***** *** stated the mattress that was sent was our "second choice" in which we did not have.
We are not willing to go through this process a third time as we've already been ******** twice. ** **** **** **** ** *** ******* ** *** ****** ******** ** ****** **** ******* ** **** *** *** ***** ******* **** ***** ****** *** *** *** **** ** ****. It is unfair and unjust that our money is being held against our will.
** ********* *********** *** ***** **** **** ****** *** **** **** ***** ****** *** ******** **** ******* ** *** **** ** *** ***** ****** * **** ******* *** *** ** ** **** *** *** ******** *** ******* ** *** ********* ******** ***** *** **** ** **** **** ******* ***** ** *** ******** *****
The only settlement we will accept is a refund and return of the mattress that was sold to us originally as it is unsafe and not as described by the sales representative.
Thank you

Sincerely,

Samantha ********
Business Response
Date: 02/03/2023
Hello
Thank you for the reply,
Bedding items are non-refundable. the credit will remain on your account to be used towards a future purchase as per the terms of sale.
Regards
Initial Complaint
Date:17/02/2023
Type:Delivery 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.
October 28th or 29th,2022
$******* ***.
couch was delivered with damage. Called to have the piece replaced before we even brought the furniture into our house. They said they would send someone out to fix it. We had to call 3 times before this matter was finally addressed mid December. Then after the repair person was at our house we noticed the frame of the couch was cracked. We called on December 16th,2022 I had to call 4 times in order to finally get someone out to ASSESS the couch. Then 2 weeks later they told us they would need to take our couch for a week from February 9th-16th in order to fix it. They took our couch for a week to “fix” it, the bottom of the couch is now sagging and couch is not sufficiently fixed. When we tried to call to speak to a manger we were told managers do not work on Friday’s. At this point we want that section of the sectional fully replaced
Business Response
Date: 21/02/2023
Hello,

Thank you for contacting us and we are
sorry to hear about your experience!

We would be happy to look into this
for yourself, however to do so, we will require some additional details to
locate your guest account.

May we please request the first and
last name that your purchase was made under, the store location the purchase
was made at, as well as the telephone number associated with your account.

Thank you for your assistance in this
matter.

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Ashley Furniture HomeStore is BBB Accredited.