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:08/01/2024

  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.

  The purchase date was May 22, 2022 on Sales Order# ********** for a Couch and Loveseat with extended warranty.
  
  The complaint pertains to the warranty. The business fulfilled the warranty repairs, but this required having the couch removed form premise to be repaired off-site. During removal of the furniture damages occurred to a door frame. I made a claim 60-hours later, but was denied any compensation or resolution because they claim there is an unwritten 48-hour claim period. This was despite that I also advised being pre-occupied having to deal with my brother in the hospital too. I dispute their feeble excuse of the undisclosed 48-hour claim period for denying my claim.

  

  Business Response

  Date: 11/01/2024

  Hello

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

  Our records indicate your sofa was picked up on 12/28/2024 and the home damage was reported on 01/03/2024.  damages of this nature need to be reported within 48 hours of occurrence in order to be reviewed and considered by the transportation department.

  The request for coverage and compensation on this matter is declined as it was not reported within the timeline.

  Regards

  Customer Answer

  Date: 14/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response on the primary position that there was never any notification provided to myself of a 48-hour claim period, at any point in time.  If this was provided in advance, please present backup evidence.

  For added clarity and correction, the timeline the business provided is inaccurate.  Damages occurred on or after 6:30pm on December 28, 2023.  Reporting occurred at 2:38pm on December 31, 2023.  ********* **** ** ******** ** *** ******** ******  Actual reporting time is less than 72-hours, which is fair and reasonable considering: 1) No formal time for reporting was advised in advance; 2) Holiday and weekend was in effect during timeline; 3) My brother was/is in hospital during this period; 4) I was working overtime hours December 28th, 29th, & 30th. 5) Due to the work schedule, I was not onsite during the event and damages were not discovered by myself until morning of December 27th (18-hours later) and I reported 24-hours later at my first opportunity.

  Without having been advised that a 48-hour deadline was in effect, and considering the period of time this event took place, a reporting in less than 72-hours (combined weekday, weekend, & holidays) is more than reasonable. Not only is the business' defense invalid as no 48-hour reporting window was ever advised, but even if the aforementioned was known I find it to be very poor and offensive of Ashley to trying and forfeit any responsibility due to a 20-hour technicality.

  Ultimately, damage occurred of my property by employees of the business, reporting occurred within a fair and reasonable time, and as a result I maintain the business holds responsibility and accountability.  * **** **** ********** **** ** ********* ** * ***** ****** ***** * ****** ** ** ****** ***** ** *********  I have full intent on holding the business to full accountability on this matter, if only on the pure foundation of principal; as is depicted with an escalation here in a formal clam at the BBB.  I will continue to escalate as deemed necessary until a resolution is found.  The current position of the business sweeping away any and all accountability will not be accepted.

  
  Sincerely,
  
  
  
  Warren *****

  

  Business Response

  Date: 02/02/2024

  Hi there,

  Your home damage claim has been received and is currently under review with our transportation department. We will reach out in 2-3 business days once we have updates for you.

  If you have any questions or concerns, please call our guest care department at ***************

  Thank you, Ashley and Dufresne guest care

   

• Initial Complaint

  Date:21/12/2023

  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 December 2,2023 I purchased a ***** couch for $****** * *** *** ****** delivery fee. The couch was delivered Saturday Dec 16, 2023. The first thing I noticed was the cushions would slide forward when you sat down. I would go from sitting to half laying back causing my back to go out. I have been in excruciating pain for the last 3 days now. *** ****** ******* ******** ******** ********* ******* ********* ******* ***** ******* **** ** **** *** **** ****** ** ** ****** *** *** ** *** ***** *** **** ******** ******* ** **** *** ********** **** ** ***** **** ** ***** ***** *** ***** * **** ** ** ****** ***** ** **** ** ** * ******* ******* ******* *** **** *** ** *** * *** ****** ** ***** *** ****** ** ********** ** ************** **** ** *** ****** ***** ****** *** ***** **** ********** I went back to the store today (Dec 20) to see about exchanging it for a better couch and was told by the sales person James to contact customer care. I did and they would only tell me about this stupid 48 hour window. They refused to exchange it as it was longer than 48 hours from receiving the couch. * *** ** ******* ** ** ****** ***** ******* ****** ********* *** ** ****. I just want a couch that won't injure my body any further ******* ** *** *** **** ****** *** ** **** *** *** ** *** ****** ***** ****

  

  Business Response

  Date: 27/12/2023

  Hello,
  
  Thank you
  for contacting us.
  
  Unfortunately,
  we are not able to authorize a return on your purchase as requests of this
  nature need to be requested within 48 hours of receipt of the product.
  
  Here is
  our return section for the terms of the sale
  
  CANCELLATIONS
  AND RETURNS
  You are free to
  cancel your order, prior to delivery or pick-up within 48 hour of purchase
  (furniture, appliances, and mattresses). After 48 hours you can reselect your
  product any time prior to possession without penalty or request a refund with a
  10% administration fee. Appliances and mattresses cannot be returned or
  exchanged once the product is in the home. Once you have taken possession and
  you are not happy with your furniture purchase, you can within 48 hours of
  possession re-select with a 10% restocking fee or return the product with a 25%
  restocking fee. All furniture must be received in our distribution center
  within 7 days of possession. Any Product Protection Plan Care Kits will be
  refunded if un-opened package is returned to our store. Refunds are processes
  with the same method of payment (excluding cheque or cash where reimbursement
  will be via company cheque within 7-10 business days).
  
  If there is a service related concern on the unit, please
  let us know and we will be more than happy to look into it for you.
  
  We stand behind the products we sell and provide in-home
  and in-shop warranty service for our customers. If you encounter any
  difficulties during the Manufacturer’s Warranty or Product Protection Extended
  Service Plan Warranty periods, please call us right away at *************** Our
  service teams will inspect and repair the product. If for some reason we’re
  unable to make a repair, an exchange or re-selection may be requested from the
  manufacturer or warranty provider, at their discretion.

  Customer Answer

  Date: 02/01/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Their so called 48 hour window is an unreasonable to determine whether or not a sofa or any other type of furniture is 100% satisfying. ***** *******   ***** *** ** **** **** *** * ********* * *** ************ ** *** ***** ******* ** *** **** ** ** ****** **** **** ****** ** *** ** *** ***** ************ * ***** ****** **** ******* ****** **** ** **** **** *********  ******* ** **** ** *** ** ******* *** ****** ****** ** ** *** ******* ********** *** *** **** ** *****

   

  
  Sincerely,
  
  
  
  Lawrence *****

  

  Business Response

  Date: 11/01/2024

  Hello,
  
  Thank you for the reply. We are unable to warrant any comfort related concerns and only offer any warranty related concerns on the product. 
  
  Unfortunately, we are not able to authorize a return on your purchase as requests of this nature need to be requested within 48 hours of receipt of the product.
  
  **** ** *** ****** ******* *** *** ***** ** *** ****
  
  ************* *** *******
  *** *** **** ** ****** **** ****** ***** ** ******** ** ******* ****** ** **** ** ******** *********** *********** *** ************ ***** ** ***** *** *** ******** **** ******* *** **** ***** ** ********** ******* ******* ** ******* * ****** **** * *** ************** **** ********** *** ********** ****** ** ******** ** ********* **** *** ******* ** ** *** ***** **** *** **** ***** ********** *** *** *** *** ***** **** **** ********* ********* *** *** ****** ** ***** ** ********** ********* **** * *** ********** *** ** ****** *** ******* **** * *** ********** **** *** ********* **** ** ******** ** *** ************ ****** ****** * **** ** *********** *** ******* ********** **** **** **** **** ** ******** ** ********* ******* ** ******** ** *** ****** ******* *** ********* **** *** **** ****** ** ******* ********** ****** ** **** ***** ************* **** ** *** ******* ****** ****** **** ******** ******
  
  ** ***** ** * ******* ******* ******* ** *** ***** ****** *** ** **** *** ** **** ** **** **** ***** ** **** **** ** *** ****
  
  ** ***** ****** *** ******** ** **** *** ******* ******* *** ******* ******** ******* *** *** ********** ** *** ********* *** ************ ****** *** ************** ******** ** ******* ********** ******** ******* **** ******** ******** ****** **** ** ***** **** ** *************** *** ******* ***** **** ******* *** ****** *** ******** ** *** **** ****** ***** ****** ** **** * ******* ** ******** ** ************ *** ** ********* **** *** ************ ** ******** ********* ** ***** ***********

  Customer Answer

  Date: 11/01/2024

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

  Nothing is solved ***** **** *** ***** ****** * ****** ** *** *** ***** **** ********
   
  
  Sincerely,
  
  
  
  Lawrence *****

  

  Business Response

  Date: 16/01/2024

  Hello,
  
  Thank you for the reply. We are unable to warrant any comfort related concerns and only offer any warranty related concerns on the product. 
  
  Unfortunately, we are not able to authorize a return on your purchase as requests of this nature need to be requested within 48 hours of receipt of the product.
  
  **** ** *** ****** ******* *** *** ***** ** *** ****
  
  ************* *** *******
  *** *** **** ** ****** **** ****** ***** ** ******** ** ******* ****** ** **** ** ******** *********** *********** *** ************ ***** ** ***** *** *** ******** **** ******* *** **** ***** ** ********** ******* ******* ** ******* * ****** **** * *** ************** **** ********** *** ********** ****** ** ******** ** ********* **** *** ******* ** ** *** ***** **** *** **** ***** ********** *** *** *** *** ***** **** **** ********* ********* *** *** ****** ** ***** ** ********** ********* **** * *** ********** *** ** ****** *** ******* **** * *** ********** **** *** ********* **** ** ******** ** *** ************ ****** ****** * **** ** *********** *** ******* ********** **** **** **** **** ** ******** ** ********* ******* ** ******** ** *** ****** ******* *** ********* **** *** **** ****** ** ******* ********** ****** ** **** ***** ************* **** ** *** ******* ****** ****** **** ******** ******
  
  ** ***** ** * ******* ******* ******* ** *** ***** ****** *** ** **** *** ** **** ** **** **** ***** ** **** **** ** *** ****
  
  ** ***** ****** *** ******** ** **** *** ******* ******* *** ******* ******** ******* *** *** ********** ** *** ********* *** ************ ****** *** ************** ******** ** ******* ********** ******** ******* **** ******** ******** ****** **** ** ***** **** ** *************** *** ******* ***** **** ******* *** ****** *** ******** ** *** **** ****** ***** ****** ** **** * ******* ** ******** ** ************ *** ** ********* **** *** ************ ** ******** ********* ** ***** ***********

• Initial Complaint

  Date:13/12/2023

  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.

  In early 2019, I purchased a significant amount of furniture and appliances from Ashley Furniture ** ******* **. We purchased extended warranty on most of the appliances. In early October of this year, our ********* fridge quit working. I called and inquired about our extended warranty, at which time we were told we needed to perform all trouble shooting tips before they would proceed. I did all of the trouble shooting, and called them back. They told me they would find someone to come look at our fridge. A tech came on November 3rd, and said he could not fix our fridge. Ashley Furniture contacted me late the following week, saying that they would be issuing store credit in the amount we originally paid for our fridge, to replace it. I waited 10 days, and never heard anything so I called back. I was told at that point, that the manufacturer could fix my fridge, and I was to wait for a phone call of where to take the appliance. This was now the middle of November, and I had been without a fridge for a month. I waited another week before Ashley called me again, asking if the manufacturer had contacted me, they hadn't. At the beginning of December they told us again that they would give us store credit and we could go to any Ashley store and purchase replacement. We drove 4 hours to buy our new fridge, and were told to honor the store credit, they needed our old fridge. They said they would deliver the new one and pick up the old one at the same time. Two days after, we received a call, saying that they wouldn't be able to deliver, that now we had to bring in the old one and pick up the new one. So now I am going on THREE MONTHS without a fridge, and have to figure out how to get my new one here. I purchased an appliance and extended warranty, and it has been nothing but a fight to try and get any service out of this company! **** **** ** ******* ****** ** ***** *** ****** *** *** ******** ***** ** ***** **** ** ******** 

  

  Business Response

  Date: 15/12/2023

  Hello

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

  Our records indicate your fridge has been approved to be exchange. and the delivery is scheduled for 12/16/2023

  We look forward to working with you for resolution

  Regards

  Customer Answer

  Date: 17/12/2023

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

  Today is December 16, 2023, and my fridge was not delivered. Since my original complaint, I have learned that the fridge we bought actually was NOT in stock, like our salesman said. He sold us a more expensive ********** model, because we needed the fridge asap, and said the ********* model we were looking at wouldn't be here until January. So I paid MORE for an IN STOCK fridge, only to learn that it in fact was NOT in Winnipeg. My husband spent all day at home, waiting for the delivery, which they promised would be here today. At 5:30 this evening he called to ask where the fridge was, and he was told that "when the delivery team left, they didn't know that the fridge was in the warehouse". So another day without anywhere to put my groceries and milk. That's going on three months now. We have been given a new delivery date of Tuesday December 19th. I'm not holding my breath that I will even see my fridge before Christmas. Unbelievable what terrible customer service Ashley Furniture has. 
  
  
  
  Sincerely,
  
  
  
  Renee *****

  Customer Answer

  Date: 22/12/2023

  Since my last communication, I have still no received my fridge. It was scheduled to be delivered today, December 22nd. When I was in the store on December 9th to purchase the fridge, they guaranteed to me that they delivered to my area. They told me that Swan River would pick up my fridge from Winnipeg, and then the delivery team from Swan River would deliver from there. When I called this morning, all of sudden Ashley Furniture is not associated with Dufresne in Swan River, and they do not deliver from that location. They assured me my fridge was there yesterday. But all of a sudden today, my fridge is actually still at the warehouse in Winnipeg. It's been two weeks since we purchased this replacement, and I still have a gaping hole in my kitchen where my fridge should be. ** **** ****** * **** ** ******* * ****** ** *** **** ****** *** ******* ** ** ****** ***** *********. I can't believe what an absolute joke this whole situation has been. I am beyond fed up. *** *** **** **** ** ****** *** ** ** **** ***** ** ***** *** * *** **** *** * **** ** **** ** *** ** ******** *** ** ****. I'm not someone who tries to take advantage of people, or tries to get something for nothing, but at this point, I genuinely feel that my fridge should be completely free. Ashley Furniture has made my family's life **** from Thanksgiving all the way until Christmas, and I believe they should be held accountable. 

  

  Business Response

  Date: 04/01/2024

  Hello

   

  Thank you the reply.

   

  Our records indicate that the exchange was completed on 12/27/2023

   

  Regards

   

  Customer Answer

  Date: 04/01/2024

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

  Yes, our business is done. My husband and I loaded up our old fridge and hauled it four hours to Winnipeg to exchange for the new one. 

  Just because the exchange was completed (by NO HELP of Ashley Furniture),  I am by no means satisfied with the outcome. They have done absolutely nothing to take accountability for this whole situation, and nothing has been done to even try to make me a satisfied customer. 

  * ******* **** **** ** ******** *** *** *** ****** **** *** ****** ********** ***** ** ***** ** ** ********** **************  *** * **** ** ** ***** ****** ********* **** * **** ***** ** ******** **** ****** ********* ****** *** * **** ******* **** ** *** ***** ***** ** ****** *** ** ***** *** *** ***** ***** ***** ******
  
  
  
  Sincerely,
  
  
  
  Renee *****

• Initial Complaint

  Date:11/12/2023

  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 made a purchase with the help of a telephone sales associate on Sept 17 2023.
  I took delivery of my new sectional sofa/chaise on Oct 6 2023. Within 5 minutes of the delivery people leaving, I called to complain that the sofa was defective (including sending them a picture). I get calls every couple of days telling me that I will be contacted to have someone come to make the repairs.
  It has now been 2 1/2 months and still no service call, or scheduled appointment.
  They say that we are in a remote area (not that remote....Norfolk County, Ontario), and that they must wait until they have enough calls to justify the trip to my area.
  **** ****** **** ** ******* ****** ** ******* and I want BRAND NEW furniture repaired!
  Thank You

  

  Business Response

  Date: 19/12/2023

  Hello

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

  Our records indicate the service technician was at your home and was able to correct he concern with your product and service is now completed

  regards

• Initial Complaint

  Date:06/12/2023

  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 had bought a hard mattress but when I received it it’s not hard and didn’t expand from one side even I inform the store manager And customer service the second day but they didn’t solve the problem and I called and inform them about 2-3 weeks but they did not solve the matter and exchange the mattress. They continually ignoring me.This is such a bad service *** ***** **** ** . We paid a hefty amount but it completely wasted. So, please resolve the matter as soon as possible as the mattress didn’t expand properly yet and I’m facing health issues because of that. * **** **** **** **** * *** *** **** ** **** ******** **** *** *****

  

  Business Response

  Date: 06/12/2023

  Tell us why here...
  Hello,
  
  Thank
  you for contacting us and we are sorry to hear about the concerns around your
  product.
  
  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,
  

• Initial Complaint

  Date:04/12/2023

  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.

  We purchased a $******* TV stand with fire place from Ashley ****** ** 11/18/2023 **** ****** ****** and paid for the delivery charge. The order number is *********** They scheduled delivery date was on 11/24/23 and it should be assembled. However, when the delivery arrived, they just wanted to dropped off 2 boxes and asked us to assemble the TV stand by ourselves. So we declined the delivery. We called on 11/19/2023 to cancel the order and get the refund. The store asked us to give them another chance to make it right and they promised us the TV stand would be delivered by 12/1/2023 before noon since we won't have anyone at home in the afternoon. On 11/30/23, I received a message and our delivery window got changed to 1:30pm to 4:30pm. I called the customer service department and the store to follow up and they declined their promises. I requested refund since they failed the service, they declined and asked us to pay 25% restocking fee. Today(12/1), the customer service rep Scott called me and admitted it was their fault since the unit should be built before delivery to us and they won't be able to schedule any delivery anytime now and ask me to call back on Monday to follow up. After all the terrible customer service experience. I don't want to deal with Ashley anymore. I would like to cancel my order and get full refund of what I've paid for. I don't think it's right for the customer gets punished by the mistakes the merchant made it.

  

  Business Response

  Date: 13/12/2023

  Hello

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

  Our records indicate your product was successfully delivered and set up on 12/06/2023

  If you have any concerns regarding your product during its warranty timeframe, please reach out to our guest care department for assistance

  regards

• Initial Complaint

  Date:24/11/2023

  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 purchased an Ashlor Sectional sofa from Ashley Furniture on September 2, 2023. The order number was *********** and my customer number is ***********  I paid for delivery, and the sofa was delivered by an Ashley truck and two deliverymen on October 6, 2023. When the deliveryman unloaded the boxes, he was surprised how wet they were. He said there must have been a leak in his truck. I was concerned and said I didn't want to accept a wet sofa. He suggested I take photos, and I asked him to do the same. He said I had to accept the delivery and once I open the boxes, I can do an exchange if the actual sofa was wet. I immediately brought the boxes inside.
  
  When I opened the boxes I found the cardboard soaking wet inside the plastic wrapping. The sofa was also soaking wet in parts, with the wood frame being exposed to the water. I took photos, and immediately submitted a case to Ashley. I also called customer service, and they encouraged me to submit the case and wait for next steps. I said that I was very concerned and did not want a sofa that could be water damaged or now growing mold underneath the fabric and/or damaging the wood frame. I also included a photo of a relatively minor seam pull, as a cushion had stitching that was not sewn properly.
  
  About a week later a customer service rep from Ashley reached out and said they would have to send a technician to my house to investigate. After inquiring several times about the timeline, it took until November 20 for someone to finally arrive, The technician said he was only there to cut the cushion threads. He said he did not know about the water damage and couldn't look into it, and I would need to contact customer service to start a new case. I have done this, spent another hour on the phone, and was told I would be contacted by a supervisor the next day. Several days later I have heard nothing. I want either a complimentary extended warranty to protect against the damage and mold, an exchange, or a discount in cash.

  

  Business Response

  Date: 06/12/2023

  Hello

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

  Our records indicate there is a replacement part being shipped to your home. once you received it, please contact our guest care department to arrange installation and inspection of water concern.

  We look forward to working with you for resolution

  Regards

  Customer Answer

  Date: 07/12/2023

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

  The furniture I received was soaking wet from the delivery truck, as the photos show.  This is obviously unacceptable. 

  I have already spent several hours on the phone with Ashley customer service.  I now want results through this mode of communication to keep Ashley accountable.  Please either send a replacement, $*** compensation, or provide a complimentary 5 year warranty to ensure the water damage does not impact the couch longer term.

  
  Sincerely,
  
  
  
  Samuel *******

• Initial Complaint

  Date:20/11/2023

  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.

  On 11 July 2023 Ashley delivered a desk that I purchased instore. I had ordered multiple pieces of furniture and was supervising the team placing the larger pieces. They put the desk together and left before I had a chance to inspect the desk. The desk was broken on delivery, both a damaged corner and the led strip did not work. I contacted customer service that evening and instead of a refund they decided to send new parts. Those new parts took over a month to be delivered effectively running out my opportunity to return the desk. On 17 August they were supposed to repair the desk but did not actually book the repair and so no one showed up. The repair was rescheduled for 5 October as this was their earliest availability. I had a work emergency and had to reschedule the repair. It was now rescheduled for 16 November. When the technician came he stated the new table top was in fact more damaged than the original and he also could not get the LED strip to work. He took noted of all of this and submitted it showing that I had left the table top in its original packaging so it was delivered defective again. I am not willing to accept a partial refund to keep the product as is. I have also offered Ashley plenty of opportunity to repair the item but they have been unable to. I only wish to return the desk for the amount that I paid. I had paid for delivery so they would also be required to take the desk away. Since the desk has never been in good condition I refuse to accept their 30 day return policy as I have never received an appropriate product.
  I have spoken to Ashley customer service many times and they continue to refuse to return the item.

  

  Business Response

  Date: 28/11/2023

  Hello

  tTank you for contacting us and we are sorry to hear about your experience with your desk.

  Our records indicate you have been approved for a reselection to select a different replacement item.  Please work with your local store to select your item

  We look forward to working with you for resolution

  Regards

  Customer Answer

  Date: 28/11/2023

   
  
  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,
  
  
  
  Brittney ******

• Initial Complaint

  Date:15/11/2023

  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.

  Ordered sofa from Ashley furniture on October 12/2023 ******** ********** It was delivered to my home on October 25/2023. As it was delivered I noticed a stain, the delivery folks advised to call Ashley furniture. I called Ashley furniture and said they wanted to send a cleaner to clean it, I told them no and they said they would send me $*** gift card for inconvenience. When I was cleaning the stain I saw the side of sofa ripped and broken. I called the same day it was delivered to tell them this. I was told to call customer service , I emailed them
  Photos *********** I followed up several times to no avail. I received a package to my house containing two pieces of fabric, when I called about this they said they want to send technician to fix it. I paid for a brand new sofa and the insurance, advised within the 48 hours that there was a problem. I want the sofa replaced, not fixed. The two store managers were of no assistance and I cannot get an answer from them. They keep saying “tomorrow”. I want my sofa replaced with a new one. I don’t want a damaged sofa. * *** **** ******* ** **** *** ******* **** ** ******** *********** ** ******** ******** 

  

  Business Response

  Date: 20/11/2023

  Hello

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

  The replacement part was ordered and shipped to your home. the damage is restorable by our technician and replacement parts.  we are more than happy to schedule the technician to come to install the part.

  Only in the event an item is not repairable can we review for alternate resolution options.

  Please call our guest care department at 1************* to arrange your service appointment. 

  The request to replace the unit is declined.

  *******

  Customer Answer

  Date: 20/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As the sofa was damaged upon delivery, I will not accept the sofa to be repaired. This is a ridiculous solution as the sofa was delivered damaged. Immediately after delivery we reached out with our concerns for weeks on end which were rejected. If we cannot be refunded, we are expecting at least an exchange of the current sofa for a new one of the same sofa, or a store credit for the full amount of the sofa with the return of the sofa. Repairing a brand new sofa which was delivered damaged is unacceptable in terms of a solution. The experience as well as customer service received from Ashley Furniture has been terrible and we are reiterating for the 100th time that a repair is not a solution. Please understand from a customers perspective that what you are offering is insufficient. As stated above, if a refund is not possible, we would like to exchange the sofa or return it and receive a store credit. 
  
  
  
  Sincerely,
  
  
  
  Masi **************

  

  Business Response

  Date: 28/11/2023

  Hello
  Thank you for contacting us and we are sorry to hear about your concern.
  The replacement part was ordered and shipped to your home. the damage is restorable by our technician and replacement parts.  we are more than happy to schedule the technician to come to install the part.
  Only in the event an item is not repairable can we review for alternate resolution options.
  Please call our guest care department at ************** to arrange your service appointment. 
  The request to replace the unit is declined.
  *******

• Initial Complaint

  Date:14/11/2023

  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.

  We purchased furniture 2 years ago. To our surprise it began to turn pink. We reached out to Ashley thinking there must be something wrong, we have bought a large amount of furniture from them and my husband has worked with stores that sell their products and we have never seen anything like this. When we reached out were were advised it is sun bleaching and not covered. I see sun fading is not covered but this is not but of fade with time. This is a very noticeable change in color. ** ********* ******** ******* *** ********* ***** ********* ***** ** ** ** ***** **** ******* *** ******* ******* ** * ********** ****** ** ***** ******. No one told us this furniture would turn pink in sunlight. All of my living room furniture is impacted as the sun has been allowed in that room. We have blinds, we have drapes, it is not bright direct light. I completely understand furniture fading with time. But this is not fading. 2 years and the furniture is ruined. That is not acceptable. Especially when the warranty was described as inclusive. Loyalty to a brand has not done us any favors. We are asking for this to be replaced or fixed so we can enjoy the furniture for longer than 2 years. It's unacceptable that the color damage is not being resolved.

  

  Business Response

  Date: 15/11/2023

  Hello

  thank you for contacting us and we are sorry to hear about your concern.

  The photos appear to show cosmetic damaged caused by sun bleaching/sun fading. This is not a warrantable defect, any repairs would have to be done at your own cost.
  If you have any questions or concerns, or would like to proceed, please call our guest care department at ***************
  
  Thank you,
  
  

  Customer Answer

  Date: 15/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I would like an explanation as to why the furniture is already ruined in 2 years or why it was not made clear the furniture would turn pink in sunlight.  It is ridiculous to expect your furniture to ruin so quickly. Fading of color naturally and turning bright pink are 2 very different things. One people live with one they cannot.  *** *** ********* ** ******** ****** *** ******** *** **** *** ****** ********* **** ***** ** ** ****** I have had a lot of furniture and as you can tell by my account a lot of Ashley furniture and  this is not typical *** *********** ** ** ** ********** 
   
  
  Sincerely,
  
  
  
  Meghan ******

  

  Business Response

  Date: 28/11/2023

  The sofa is sitting directly in front of the window with the sun beaming in. Sun fading is not considered to be a manufacturing defect and is not warrantable.

  We are only able to offer repairs with replacement parts if they are available from the manufacture, at the cost of the consumer.

  The request to repair or replace the units under any warranty is declined.

  Thank you