Furniture Stores
Ashley Furniture HomeStores of Central IllinoisComplaints
This profile includes complaints for Ashley Furniture HomeStores of Central Illinois's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Initial Complaint
Date:09/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of Transaction: March 13, 2022 (Contract Page Included)
Customer ID: HARRKAS Sales Number: ********** ******* ******* ************ ********* ******* ***************1
Amount Paid: $140 Sales Tax of $1636.27
We decided to purchase furniture with Ashley Furniture using an arrangement through Great American Finance. The day it was to be delivered, the driver was so disrespectful and urinated all of our bathroom before they unloaded from the truck. After seeing this, we asked them to leave and to cancel our order. We have been going back and forth since March on getting everything cancelled with both Ashley Furniture and Great American Finance (included messages and call logs). We have spent so much time communicating with both companies while trying to maintain our workday as well, and no one is helping us at either place. They are blaming each other for who’s responsible for correcting it. The delivery company is separate from Ashley Furniture. The manager, Wheeler, communicated with ****** *** ******* ** ****** ********* in Champaign IL (business card included), that we do not owe a delivery fee because of how his new delivery driver acted and we didn't receive any furniture or accessories. We have been trying to get this resolved to keep my credit score maintained and it has now dropped my score (photo included). We need this resolved right away please.
Thank You,
******** ** *******
Business Response
Date: 09/14/2022
Hello *** ******** I looked into this situation from you and spoke with my financing manager who would have been in charge of your refund. It sounds like there was miscommunication between my financing manager and the store level. She sent me information that we requested of GAFCO to refund the charge of $94.70 on August 22nd, 2022. We received a response from GAFCO yesterday, Sept 13th, 2022 that this refund was processed and your balance with GAFCO should be $0, which would be a full refund of what you originally paid. For your reference, GAFCO provided us with Case# 211299. This should reflect on your account within 7-10 business days. If this does not reflect in that time, please reach out and we can have my financing manager contact GAFCO about when it will reflect.Initial Complaint
Date:08/27/2022
Type: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.
Sale date 8/4/21, sales no. **********, paid in full to Ashley Homestore is Champaign, IL is unable to fulfill my sale of furniture when they have items in stock. I have waiting more then a year and still don’t have some items.Business Response
Date: 08/31/2022
Customer did purchase 8/4/21 worth just under $3,000. We delivered $2,500 of it on 11/10/21 of everything we had in stock available to deliver. He currently has two items still remaining on the sale, one of which is on an extended backorder that is currently showing an ETA of 11/2022 which unfortunately can change. Due to manufacturing delays, unfortunately there are still circumstances where some pieces are taking an incredibly long times to come in that we cannot forsee or make come any faster. However we do have some floor models of the piece he is waiting on that we would be willing to offer if that's something he would accept. Given the extended wait time we would also be able to offer him to reselect to something different with no fee or we can offer a full refund of the piece we are waiting on. Guest may contact us for any of these options.Customer Answer
Date: 09/01/2022
I am rejecting this response because:
I will take the floor model if it is in like new condition. I would like both items delivered as soon as possible. Consider a discount to be refunded for extreme wait period as Ashley Furniture as been holding my money for over a year. Current interest rates at around 6%Business Response
Date: 09/07/2022
We were able to reallocate a piece that should have been reallocated to his sale at the end of August 2022 and we now have a new in box end table in the Champaign. It is currently on his order that he was going to pick these up in Champaign, but we can offer free delivery to Charleston for these pieces, we would just need to transfer them to my distribution center in Normal, IL.Customer Answer
Date: 09/08/2022
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 upon completion of two pieces of furniture delivered soon. I highly encourage a discount for extreme wait period.
Ashley Furniture HomeStores of Central Illinois is BBB Accredited.
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