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Business Profile

Furniture Stores

Ashley Homestore East
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:03/10/2023

    Type:Delivery 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.
    We purchased a sofa and love seat (Order # **********) from Ashley Homestore **** ******** **** ** ******** ** on 12/11/22. 3 young men delivered the items on 1/12/23. I noticed one of the men dropped one of the recliners for the love seat and they said it didn't hurt anything. They assembled the items, and I looked over the items to make sure no damage and told the young men that the longer sofa looked like it wasn't connected correctly, and the power recliners of the love seat are making noise and appear to be damaged. They told me they will document it, and someone will be in touch. No one ever called. I called to complain about this and they opened a repair and had someone come out and he said he can fix them. I told him I don't want a "repaired" unit, I want a new one like I purchased. He said they usually will just want to repair it. I told him that is unacceptable. He told me to go back to the store and speak with a manager. Later that night another man comes to my house from another company, and I told him someone was already here earlier. He inspected our furniture and said it needs to be replaced and he would send it to Ashley. Have not heard back from either of them. I went by the store and asked for a manager and spoke with a female that said she was a manager. I expressed my concern and she provided a phone # to send text messages to. I've called and texted numerous times. I need this resolved as soon as possible. Have new items delivered and pick these up. Thanks

    Business Response

    Date: 03/10/2023

    We are so sorry to hear about Mr. ****** delivery experience.  However, we are the licensee for the Ashley stores ** ******** ** only.  We do not own or operate this particular Ashley store in *********.  I took the liberty of looking this store up based off of Mr. ****** description, and I have included their phone number and address here.  I included a screen shot of their Customer Service hours and phone number, or you can go to their website listed here:  *************************************************************************************************************************************************.  Please call this particular store at ***** ********, and we hope you receive a resolution to your issue.

    Sincerely,

    Jason *****

    Vice President of Operations
    ******* ********* - Ashley HomeStore *******

    address
    **** ** **** ***
    ******** ** *****

    mobile ************
    office ************
    fax ************
    email ***************************
    website ***************************

     

     

Ashley Homestore East is BBB Accredited.

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