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 Furniture HomeStore

  925 18th Street North Brandon, MB R7A 7S1

  
• 

  Ashley Furniture HomeStore

  116 Nature Park Way Winnipeg, MB R3P 0X8

  
• 

  Ashley Furniture HomeStore

  901 64 Ave NE Calgary, AB T2E 7P4

• 

  Ashley Furniture HomeStore

  115 1921 Strachen Rd Medicine Hat, AB T1B 0G4

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:12/09/2022

  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 sofa and a love seat from Ashley’s on Wednesday Aug 24th. Both pieces had extensive damage(missing staples, bottom completely falling off, panels with huge gaps) when unpackaged. I contracted Ashley’s customer support * **** ***** ****** ******** ******** ******* ** ** *** and the lady was extremely uncaring and told me they would have to send a tech out to try and repair or they could replace. She also said it would take 2-3 weeks for a tech to show up and if it needed to be replaced the items would take 8 plus weeks to replace. I was not impressed and didn’t trust the quality of the product so I requested I just exchange it for something else as I can’t be without couches for 8-12 weeks. They said sure but it would cost me 10% restocking fee. I didn’t feel this was fair as both pieces were damaged and I shouldn’t have to pay a restocking fee for that. **** ***** **** ****. So I went back to The store ** ***** ****** ********* The sales manager said he would see what he can do about the restocking fee. Hours later a lady from the support line called and said they will not wave the fee and said I can either keep the couch as is or pay the fee. I explained my frustration and thought they were being unreasonable as I would probably end up with a more expensive living room set and we both would have been better off. The fact both pieces were damaged and they wouldn’t wave the $150 it would of cost is ridiculous! ***** ** ** **** **** **** ****** ********* *** *** **** *** ********** ***** As they weren’t working with me at all and didn’t really seem to care. I requested a full refund. They ended up charging me a restocking fee of 396$ and I do not wish to pay this. It’s not morally right to charge me that when they sold me 2 broken pieces of furniture. I want the rest of my money back as I saved up for a long time to get a new furniture set and they completely ruined my experience and now I’m out $396 for buying “new” that clearly was damaged. Please help!

  

  Business Response

  Date: 12/09/2022

  Hello

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

  Our terms indicate if there are nay product concerns at the time of delivery, or during the warranty or extended warranty timeline, we will happily address with parts and technician services.   Any reselections after delivery has occurred are subject to a 10% admin fee, and any returns are subject to a 25% admin/restocking fee. 

  As the terms were singed in agreement and understanding at the time of sale, and the product has been returned, we are unable to waive the restocking fee.

  Regards

  Customer Answer

  Date: 12/09/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I understand there is a restocking fee! I should not be held to pay that when both pieces are obviously damaged. When you buy anything new. It doesn’t arrived damaged and if it does they don’t charge you a restocking fee they replace it no questions asked. The support line and the store were no help! I just want my fee back as it’s not fair to charge me a restock on damaged goods. I would of happily worked with you but since no one did I returned the product and requested a refund. I still require my 393$ that was never returned! 
  
  Sincerely,
  
  
  
  Ryan *****

  

  Business Response

  Date: 14/09/2022

  Thank you for the reply.

  The terms and conditions, signed in agreement and understanding, indicate there is a restocking fee on all returned items.  

  The request for the restocking fee to be refunded is declined.

  Regards

  Customer Answer

  Date: 14/09/2022

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

  I purchased brand new furniture not broken! As per my agreement it was suppose to be new and arrive in showroom condition. It definitely wasn’t either of those things it was damaged! Both pieces! I will be extending my complaint further as I don’t agree that I should be charged a almost 400$ for your mistake!

  
  
  
  Sincerely,
  
  
  
  Ryan *****

  

  Business Response

  Date: 19/09/2022

  Thank you for the reply.
  The terms and conditions, signed in agreement and understanding, indicate there is a restocking fee on all returned items.  In the event there are any product concerns at the time of delivery, or during the warranty or extended warranty timeline, we offer a repair or replacement (if a repair is unavailable).  We were not given the opportunity to bring the unit to showroom condition, and the consumer opted to return the product instead. 
  The request for the restocking fee to be refunded is declined.
  Regards

  Customer Answer

  Date: 19/09/2022

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  
  You gave me the option to wait up to 12 weeks for a replacement! I can’t wait 12 weeks for a new couch! When I expect a new new and purchased a new couch! And customer service was awe full! Extremely rude on the original call and the store could care less about my issues. I tried working with you on the reselection fee and you didn’t. Over a measly 100$! And no one I talked to actually tried to help! I request a refund for the re stocking fee! I will be force to take other action against your business to get my money back and this is completely wrong for you guys to treat me like that! I never knew buying a couch would be such a stressful and painful process! Really ruined my faith in Ashley as a whole * **** ** **** ** **** ******** *** * *** ********
  
  Sincerely,
  
  
  
  Ryan *****

• Initial Complaint

  Date:01/09/2022

  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 received delivery of a sectional sofa from Ashley’s. I paid the full price for top tier delivery service (about $200) which included taking my old sectional to the curb, bringing my new sectional into my home, and assembling my new sofa.
  
  My old sofa was left at the top of my driveway far from the curb. I needed my neighbour’s assistance to carry it to the curb.
  
  My new sofa was not assembled properly and I had to do this myself even though I paid to have it done.
  
  But most egregiously, the three-man delivery crew caused serious damage to my hardwood floors and to my drywall. No protective rugs were laid down and no effort was taken to avoid causing drywall damage.
  
  For all of this I was told I needed to provide the entire crew with soft drinks upon their departure.
  
  I immediately called Ashley’s to register my claim. The customer service rep assured me someone would contact me to deal with this issue.
  
  When two weeks transpired, I followed up by email and text messaging. I was asked to provide pictures which I did. I heard nothing. I followed up multiple times by text and email, often being asked to resend photos. I was finall informed that I hadn’t registered my complaint within 48 hours of delivery (I did within 45 minutes). They now refuse to do anything about the damage THEY caused.

  

  Business Response

  Date: 02/09/2022

  Hello,

  thank you for taking the time to send in photos, unfortunately, home damage does need to be reported within 48 hours of occurrence, and upon further review, this was not reported until 2 weeks after the delivery took place.

  At this time, due to this, we will not be able to accept this claim.

  If you have any further questions or concerns, you can reach our guest care department at **************. Our hours of operation are Monday-Saturday from 9am-7pm CST. Regards

  Customer Answer

  Date: 02/09/2022

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

  as I already explained, i called and spoke with an Ashley Furniture customer service representative within one hour of the delivery team leaving my home. During that phone call, the customer service representative assured me someone would contact me (she did not specify if by phone or email) to resolve this matter. I waited for two weeks to have someone contact me as was promised. No one did. I then followed up again  and again and again and again via text and email. I was asked several times to provide photos, which I did several times. There was simply nothing more I could have done to have Ashley resolve this matter. They delayed to address this issue every time, and never once did anyone proactively contact me about addressing this issue. I was forced to initiate communications each and every time. 

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

  
  
  
  Sincerely,
  
  
  
  Richard ******

  

  Business Response

  Date: 07/09/2022

  Thank you for the reply.

  We have pulled and reviewed the call and text history on your account and the home damage was not reported until July 7 2022 which was 2 weeks after your delivery.

  Home damage must to be reported within 48 hours of occurrence,

  At this time, due to this, we will not be able to accept this claim. 

  Regards

• Initial Complaint

  Date:30/08/2022

  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.

  July 6 2022 I had a replacement fridge delivered from Ashley Furniture.
  August 30 2022 I called Ashley Furniture as the replacement fridge has stopped cooling both the freezer and fridge, ice maker not working. This is the same issue we had with the original fridge we purchased in May 2018.
  According to current reviews as well as from the service techs that have come out to try and fix, this is a known issue with this model due to poor design. In 2018 we lost hundreds of dollars of food and had to lose time from work for service calls. We then waited for almost a year for a replacement. We only had a small bar fridge and a camping cooler to use until the replacement came. 2 months after the replacement we are in the same situation. I call the store and they say I have to call the customer care line. I call the customer care line and they say to call the store, in the meantime I am again throwing out hundreds of dollars of food. All I want is a full refund and for them to pick up the fridge. I bought the extended 4 year warranty on both fridges.

  

  Business Response

  Date: 01/09/2022

  Hello

  Thank you for contacting us and we are sorry to hear about the concerns on your fridge.

  Our records indicate your product was approved for a reselection, and you have selected your replacement fridge.

  The exchange delivery is scheduled for 09/06/2022

  We look forward to delivering your replacement item as arranged.

  Regards

   

  

  Business Response

  Date: 17/09/2022

  Hello

  Thank you for the reply, we have added the extended warranty purchased on the higher priced fridge to the exchange order which brings the refund amount to 1347.81

  This amount will only be processed back to the original method of payment once the exchange has been completed

  Regards

   

  Customer Answer

  Date: 19/09/2022

   
  
  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,
  
  
  
  Jennifer *****

• Initial Complaint

  Date:16/08/2022

  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.

  Purchased the following items on June 21st online with sales associate Jah ******:
  - (1`) Dining room buffet: $1728.23 + Tax
  - (8) Dining chairs: $2570.56 + Tax
  - (1) Dining table top: $1127.08 + Tax
  - (1) Dining table base: $393.93 + Tax
  
  Product arrived August 3rd.
  Missing hardware and mounting plate and 4 of 8 chairs wobble.
  
  August 4th,
  Asked help via chatroom was told they do not service my area. called service center and could not find order. I was told to call store. Called store, was told to call distribution center... no answer. Spoke with Jenny from e-commerce and she sent me the hardware.
  
  August 5th, hardware arrived.
  Still missing mounting plate for the dining table. Sent message to Jenny but no response. Called distribution center, no response.
  
  August 8th, went to dufresne in person to purchase couch and told them about the table missing mounting plate. They sent an email to distribution center on our behalf and told me that someone from the distribution center would contact me.
  
  August 9th
  Received call from distribution center saying they have mounting plates to pick up in Orleans. Picked up mounting plates. After acquiring all necessary parts I realized that one bolt cannot be fastened because the metal insert is missing which makes the bolt fall out. Also realized that the table wobbles a lot, it is bowed and that I cannot use the table extender as it will not pull out.
  
  August 10th
  Used online chat to find out policy on defective product. Said that regardless we pay 25% restocking fee. Called distribution center and left voice-mail.
  Received a missed call from distribution center. I called back 1h later and left another voice-mail.
  
  Aug 15th
  I called Ashley HomeStore again, was told they cannot help me with a refund for the defective product and that they would not waive the restocking fee.

  

  Business Response

  Date: 22/08/2022

  I have spoken to the customer this morning and have advised her that we will be exchanging the table for them because a technician cannot fix it if the table is bowed. As for the chair we do have a service call for them and our technician will be going out to the home to level the chairs for them. I have also apologized to the customer for the mix up with the online service, and last week we were short staff due to holidays so there was a delay getting a call to her.
  
  
  
  If more information is required please let me know.
  
  
  
  Thank you
  
  
  
  Michelle Quesnel
  
  Customer Service Manager
  
  Dufresne Furniture and Appliance
  
  1680 Vimont Court Suite 100
  
  Orleans, On K4A 3M3
  
  613-837-5900 ext 123
  

• Initial Complaint

  Date:04/08/2022

  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.

  * ** ********* * **** ** ** ******* *** *** ***** ***** I purchased from Ashley on July 20, 2022. The stove was delivered on July 27, 2022 as promised but in unusable condition.
  Ashley told me I have to contact a technician to verify the condition of the stove. A representative from ********* came out and said that the stove was unsafe to use. ********* then instructed Ashley to give me a replacement.
  Ashley's "Guest Care" tell me that they are unable to supply a replacement until end of August or September and suggested I talk to the salespeople about getting another stove, different stove with price adjustment or refund.
  However, my number has been blocked and when I call asking for a particular salesperson I am told that they are busy and they will call me back but do not do so.
  Meanwhile I have an unusable stove sitting in the middle of my kitchen, no oven to use, and Ashley has my money and refuses to satisfactorily remedy the situation.
  I thank you very much for your help in this matter and look forward to your reply at your convenience.
  
  ***** ********* *** ******* *** ********* ** *** *** **** ***** ******* ************ **** ******* ************

  

  Business Response

  Date: 08/08/2022

  Hello
  
  
  Thank you for contacting us and we are sorry to hear about your range.
  
  
  
  We have an exchange entered to get you a new range, the eta for the products arrival is approx. 2-4 weeks.
  
  
  
  Once the replacement is in-stock, our office will contact you to make delivery arrangements.
  
  
  
  Regards

  Customer Answer

  Date: 18/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I am not happy with the response from the company. They say I will receive a new range in 2 - 4 weeks. However, for 3 weeks already I have stored the range that was delivered in broken, unsafe, and unusable condition in my kitchen, without a concrete date for when it will be removed and a new undamaged oven will be delivered. At this point, their guest care department advised me that they hope to have a new shipment come in on August 29 or 30. I certainly hope so or I will be very very upset.
  
  
  
  I would like my claim to remain open until I receive a brand new, undamaged range -- one that I should have received July 27th.

  

  Business Response

  Date: 22/08/2022

  Thank you for the reply,
  
  Once the replacement is in-stock, our office will contact you to make delivery arrangements.
  
  Regards
  

• Initial Complaint

  Date:28/07/2022

  Type:Service or Repair 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.

  ********************************************************************************
  On March 31,2022 I purchased a sofa from Ashley Home Furniture. The sofa was paid in full on my visa at that time and we subsequently received delivery on May 18,2022. My wife and I did not feel the sofa was assembled correctly and complained on May 26,2022. Ashley/Dufresne sent out a tech on May 31,2022 who frankly************************ into feeling sofa was OK. On June 18,2022 we went back to the store and advised sofa was poorly constructed. We provided pictures and they agreed. The store advised they would deal with Guest Care. Any contact I had with Guest Care they advised they had no Knowledge of claim or pictures. On June 27,2022 I went to the store and asked for a refund. I was verbally advised there was no problem and they would have a refund processed. On June 28 guest care called me and advised no refund would be processed. I went to the store that day and they advised Guest Care would contact me on June 29,2022. I received a call from a manager at guest care and he agreed there was a problem with sofa. He set up for a tech to come see the sofa on July 6,2022. He did come and prepared a lengthy report of the issues with the sofa. They agreed to pick it up on July 13,2022 and affect repairs. It was picked up on that date and returned to us on July 20,2022. My wife and I examined it and took pictures We told them to return it as it was not repaired. They took it away and I went to the store. I explained the problem and they advised (in writing) from a manager that I would receive a refund within 3 to 5 business days Later that week I received an email confirming this. I went out and purchased a new sofa from a competitor which has been delivered and paid for. On July 27,2022 Guest care called me and said my refund was denied.
  PS Sales Managers name is Rahul****************
  

  

  Business Response

  Date: 10/08/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello
  Thank you for contacting us.
  Our records indicate the refund was declined. We will need to re-schedule your product to be delivered to your residence.
  Please call our guest care department at ************** to book your delivery.
  Regards
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was promised a refund and the store wants to send the defective sofa back to me. Since this response from the store they have advised they will refund my purchase subject to a 25% restocking fee. On the back of the bill customers sign, the customer agrees to this charge. Frankly after 2 months of fighting with them and and the fact we purchased a new sofa from a competitor we have agreed to their offer. We did however ask to see their calculation of the refund which has not been received. They have advised we should have a visa credit by the end of this week.
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  Thank you for the reply
  
  The refund will be applied back to your original method of payment within 14-21 business days.
  
  regards
  
  
  Consumer Response /* (2000, 11, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  On July 20 I was promised my refund in 3-5 days
  On Aug 2,2022 I was promised my refund by the weekend
  On August 3 I was promised refund 7to10 days
  This settlement says 14-21 days.
  ******************************************************************

• Initial Complaint

  Date:20/07/2022

  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.

  We purchased a sofa and chair in store on Jan 8,2022.$1659.99 +tax for the sofa, $1129.99 + taxfor the chair. We picked up the chair Jan 12. March 10 the sofa was delivered. March 14 I sent an email stating the chair had a bunched up cushion UNDER the fabric creating a very noticeable lump. Customer Care came to fix it on April 27. Tech express he could glue it but it probably wouldn't last. By the next day the lump was back. May 5 reported the sofa was now doing the same thing. June 1 the second tech came, advised me to call Customer Care to tell them cushions are compressing. When I spoke to customer Care the next day I was told the tech said the furniture was in "showroom condition", yet the pictures on his report prove otherwise. Went into the store as we were being told conflicting information from CC. Told to make another tech appointment, and to ask the tech to clearly state the furniture is not fixable. Third tech came July 6 and re-glued chair and sofa. The next day the lump was back and I submitted a new photo. I have know since been told the lump is in fact bunched up material and within standards and when I try to talk to someone at the store, I've been told-the system is down I will call you back (for a week???) busy with a customer, will call back and me and the other manger are going to "brainstorm" and call you back. None of these reasons as led to a call back. Super frustrated at this point as we have give them ample opportunity to rectify this problem. Obviously this furniture is faulty and I want it returned. I was more than willing to pick out different furniture, which I would end up paying even more $ for but at this point I would like a refund so I can purchase furniture elsewhere. *************************************************************************************************************************************
  

  

  Business Response

  Date: 10/08/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Hi there,
  Thank you for taking the time to submit photos. Your claim has been received, and it's been determined that these issues you are reporting is simply just wrinkling in the fabric, which is not something that is considered warrantable. At this time, there are no warrantable concerns present.
  If you have any further questions or concerns, please reach out to our guest care department at 1-************* Our hours of operation are Monday-Saturday from 9am-7pm CST
  Thank you,
  
  
  Consumer Response /* (3000, 7, 2022/07/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept your response. In the many photos I have provided it is abundantly clear it is not simply the fabric. When you run your hand over the bump, you feel the bunched up top foam. I would suggest reading YOUR techs. reports, as they glued and sewed the top foam to the bottom foam (I physically watched them do this), nothing was said about the fabric. The very next day it was bunched up again. Within two months of owning this furniture it began bunching up, 3 times your techs have come to fix it, even stating it will continue to do it as it is a flaw in the construction. I have had the run around by your Customer Care and phone calls ignored and/or not returned for months now. This simply is not acceptable. I was willing to have a tech come and fix it but for it to go straight back to bunching up the very next day tells me it is NOT fixable. I purchased this furniture 6 months ago, told you about this issue 2 months later and have now been going back and forth with you for 4 months, furniture that is 2 months old simply should not have to be "fixed" this often. If this furniture has had to be "fixed" 3 times in the last 6 months, it obviously shows it is not lasting furniture and I really want it replaced.
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  Thank you for the reply.
  
  The concern is not a manufacturing defect and is not covered under the warranty coverage.
  
  the request to repair/replace the product is declined.

• Initial Complaint

  Date:18/07/2022

  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.

  I made a purchase of 5 items in January and I still have one more not yet delivered. The dates went from Feb to March to April to May etc. and we still don't have a solid date of delivery. It is extremely frustrating and I need our furniture for storage. I have anxiety with things not being properly put away and we are still waiting on the dresser.
  Order_Number: **********
  

  

  Business Response

  Date: 05/08/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Hello
  Thank you for contacting us, we are sorry to hear about your order delay.
  Our records indicate your item is in stock, and is scheduled for delivery for 07/21/2022
  We look forward to delivering your item
  regards

• Initial Complaint

  Date:15/07/2022

  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.

  I purchased a bed and box spring and mattress from Ashley's Furniture online. the bed and mattress was delivered on June 30 2022. Upon delivery i noticed the mattress and box spring did not fit the bed it had a large gap. Not only that but the mattress was a coil mattress and did not even look like it went with the box spring and has no support at all, I requested at that time that the box spring and mattress be returned. The driver informed me that they are unable to take anything back i need to talk to the Customer Care division of Ashley Furniture. So i immediately called, and the customer care agent informed me that he could not take it back free of charge unless the GAP was substantial. however if i was to pay a 150 dollar restocking fee I could return it.. Then he instructed me to text information to the Customer Care. So I tried without success several times. to this day I have not been successful in reaching any one that way and I am unable to get a picture to go through it keeps saying wrong format. Needless to say i am frustrated so, again today, on July 15 2022 I called the customer care I have now been told I cannot return ANYTHING not even the bed frame. There is nothing they can do. This set cost me 1000.00 and I am a senior and do not have lots of money to spend. I am not asking for anything unreasonable I just want to return this stuff as it is not suitable. I will gladly go to the store and purchase a different set. Now to make things worse I have NO paper work of any kind no receipt for purchase not emailed or given to me when delivered, but the charge is on my credit card.. This is an easy fix. If they would just be reasonable. Can you help me please.

  

  Business Response

  Date: 22/07/2022

  Hello
  Thank you for contacting us and we are sorry to hear about your concerns.
  
  Can you please submit the images of the gap on the bed here for our review and consideration
  
  regards

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  The picture on your website show the bed with a mattress and there are no gaps at all. in my opinion this mattress does not fit this bed and the fact that you are requiring me to take further measurements is a testament to the fact you do not wish to deal with this issue in a fair and equitable manner. You say they fall within standards whos standards exactly?? I will go through the pain of measuring this mattress and provide the measurements as follows Mattress is 37 inches wide the bed 42 inches wide. the length of the bed is 75 inches the and mattress are 72 inches

  

  Business Response

  Date: 23/08/2022

  Thank you for the reply and for taking our call. WE look forward to working with you as discussed.
  
  Regards

• Initial Complaint

  Date:14/07/2022

  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.

  On June 18th 2022 I purchased 2 orders of what I thought was a SET of 2 barstools for $179.99 (4 stools total for $359.98). This (along with other items) was delivered July 9th 2022. To my knowledge the delivery was missing another set of barstools (only received 2 stools), I called the company right after delivery Friday night and they said they would send me another 2 stools. No one called me for a delivery date so I called again Monday for them to tell me they were expediting the order and would call me. No call was received so I called Wednesday (July 13th) and now they have told me I purchased only 2 stools total (they aren't sets). My problem with this is the website contains extremely misleading advertising. Specs do not mention 1 item and every photo of the item shows with 2 barstools. The manager will not call me and guest services tells me I cant return the items because it has been over 48 hours. **************************************************************** the fact they wont rectify this or even let me return the items is not right. ************************************************************************** when you cant speak to anyone who can actually helps it makes it even worse. I am extremely disappointed and and requesting the BBB to aid in a resolution since the company wont respond to my requests to speak with someone.
  

  

  Business Response

  Date: 10/08/2022

  Business Response /* (1000, 14, 2022/07/26) */
  Good day
  
  The information on the website does not state that there will be 2 barstools, and the name + description refers to 1 barstool, not plural. "Gaddison 30" Barstool" and "Look no further than the Gaddison upholstered bar stool".
  For customer experience improvement, we would be willing to return the 2 barstools free of charge to you. please let us know if you would like to proceed like that. Thank you