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Business Profile

Furniture Stores

Ashley Homestore

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Delivery date September 26, 2023,
    -Delivery driver and installer was unprofessional to us the customer and his helper through berating his helper, and moving our bed out of the bedroom, and then refusing to move it back as we did not purchase the bed with Ashley's Furniture.
    -We paid for white glove experience, the installers left a mess with packaging all over, and the bed was not put together properly, which led to damage of my flooring as they did not bolt down everything properly so it was all loose, which as the bed was placed on the bedframe, it damaged the flooring, which would not have happened if the bolts and screws were all tight and snug. I had to tighten and redo the build after the fact to make sure it was stable enough as it is a king size bedframe for a king size bed. Ashley's refused to take responsibility as I didn't report it within the first 48 hours, which I would have if they had a supervisor and/or manager called me back as I had requested. I have requested the delivery confirmation sheet multiple times that would have my signature and they have not sent that as well, which I want. I am now waiting until Christmas or New Year for the repair of my bed frame as they said the damaged parts were the support posts, when I stated it was the supporting beam on the slats itself and they have to order another part. I have went to the regional manager sales manager for help which the customer care centre doesn't care as they do not call me back at all.
    They agreed to refund the white glove service which has now been over 2 weeks to receive that refund.
    There has been zero help from customer care, they refuse to repair my floor which their product and the lack of proper quality installation damaged.

    Business Response

    Date: 13/11/2023

    Hello

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

    our records indicate we have offered a refund on your delivery service fee as guest appreciation for your experience. 

    regards

    Customer Answer

    Date: 13/11/2023



    Complaint: ********



    I am rejecting this response because:

    this does not repair my floor that would not have been damaged if the product was installed correctly. 



    Sincerely,



    *** ******

    Business Response

    Date: 20/11/2023

    Hello

    thank you for the reply. 

    as explained previously, the damage is consequential and not something we are able to cover and as a result have offered the delivery fee back as guest apprecitaion.

    regards

  • Initial Complaint

    Date:05/08/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 placed an in-store Order# ********** at Ashley Store in Regina, SK 9 days ago and paid in cash. **************************.So far, I have encountered the below issues:- I have only received the bed frames, and headboard, missing the Queen Size Box Spring. The sofa, seat, ottoman and missing one more seat. Only the dining table bench. That's it!- I have just moved in and I'm sleeping on the floor as the box spring is missing.- I received the bed's headboard with a missing silver pin and the bench had dirt on it.On top of my repetitive visits to the store lately because of multiple calculation mistakes for more than $1,000 I found out, I cannot use the bed because of a mistake from the warehouse dispatcher missing the box spring.I have tried contacting customer service multiple times and after a while, the call gets disconnected. I'm a very dissatisfied customer as I moved into a new place thinking that I have a bed to sleep on and now I sleep on the floor because of someone else's mistake, I paid it all upfront as Ashley requested, and still, I'm not in a good situation.I visited the store today, I was informed that the rest of my furniture will be delivered on August 16th.My requests:- Get a Queen size box spring delivered to my residence as soon as possible. Get an ETA for the delivery.- Get the headboard fixed and the bench cleaned by a professional from Ashley as promised. I purchased the extended warranty by the way which should cover.- Get the rest of my furniture delivered as soon as possible while getting daily updates regarding the status o- f the furniture.What has happened is not acceptable and this is not what I signed up for.Please let me know how we can proceed so we can resolve the mentioned issues as soon as possible.

    Business Response

    Date: 30/08/2022

    Business Response /* (1000, 8, 2022/08/11) */
    Hello
    thank you for contacting us and we are sorry to hear about your experience!

    we have an exchange on order for the headboard and bench. we are anticipating all of your items to arrive in approx 4 weeks, this date is subject to change depending on availability.
    Our office will contact you once your order is instock to arrange your delivyer.
    Regards

Ashley Homestore is NOT a BBB Accredited Business.

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