Complaints

This profile includes complaints for Ashley Furniture Home Store's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley Furniture Home Store

  7900 Cedarville Rd Brandywine, MD 20613-3018

• 

  Ashley Furniture Home Store

  5871 Crossroads Ctr Falls Church, VA 22041-2307

• 

  Ashley Furniture Home Store

  1240 Smallwood Dr W Waldorf, MD 20603-4732

• 

  Ashley Furniture Home Store

  1711 Ritchie Station Ct Capitol Heights, MD 20743-5064

• 

  Ashley Furniture Home Store

  487 E Moorestown Rd Wind Gap, PA 18091-9662

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:12/27/2022

  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.

  I purchased furniture from Ashley Furniture in Linden, NJ and it was delivered in August 2022. When the delivery guys was delivering the furniture in my home they damaged (in the amount of 780.00) our home. I reported this to the Customer Service Manager DJenan A*******. She requested that I send in photos so she could submit to contractor. I submitted the requested information on September 3, 2022. I sent DJ an email a couple of times in September and October and no response. On 10/17 she emailed informing me that the contractor was mailing me my check this week. I followed up in Nov to let her know that I did not receive the check. Then again in December. DJ gave me the driver's number told me to deal with them but I paid Ashley the delivery fee. The company said they would look into it and get back to me. I called them several times in Dec and they will not return my calls. I spoke with DJ again informing her of this on 12/27 in the am and she promised me that she would get back to me by close of business on 12/27 and she did not. I need them to pay me for the damage that they did to my home.

  Business Response

  Date: 01/21/2023

  We apologize for the issue; a customer service agent will follow up with the customer to help resolve the issue.

  Business Response

  Date: 01/28/2023

  According to our records, the delivery company reached out to the customer and provided a settlement offer.

• Initial Complaint

  Date:12/16/2022

  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 purchased a bedroom set from Ashley Furniture on 7/31/2021 that included a protection plan for ******. I received a couple of pieces of furniture in February 2022 of which the mirror was damaged and they bed was delivered in the wrong color bedrails but had to take delivery because I had nothing to sleep on. They had to reorder the correct color and the defected mirror. I didn't receive the correct bed until August 2022. I was still waiting for the mirror. Finally in November I received the mirror and had a complete bedroom set. It took 15 months to get a complete bedroom set. Shortly after the final delivery I decided to cancel the protection plan because I was not satisfied with the customer service from ********************************************* and I didn't want to have to deal with them anymore. ****** informed me that the poor customer service and the delay in ******************** was because the owners of the Ashley furniture in ***** ** went out of business and they were taken over by another company. I filed a claim to received a refund for my protection plan on 11/10/2022. Needless to say I got the run around because they store that I bought it from was no longer in business and the new owner wasn't willing to work with the customers and corporate wasn't any better. Finally I was told they were going to cut a check for ****** dollars. I paid ****** for the plan and they said they prorated the plan since the date of purchase. I asked how they could do that when I didn't have all of my furniture until Nov of 2022. I want the full amount of ******. It is now 12/16 and I still haven't received a check for the prorated amount. Please help me get the full amount of ****** back from Ashley Furniture.

  Business Response

  Date: 01/15/2023

  The customer purchased the warranty plan in July 2021. It was cancelled in December 2022. As per policy, the refund amount was pro rata and the amount provided was exactly what was owed (sans the days that had been insured). 

  Customer Answer

  Date: 01/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I understand that the furniture was purchased in July and Ashley Furniture collected all the funds in July but it took them over 1 year to deliver all of the furniture.
  My question is how can they prorate the warranty that I purchased back to July (date of original purchase) when the furniture was not delivered until 2022. How can the extended warranty be prorated back to July 2021 when there was not furniture in my house to warranty. I didn't have the ability to make a claim using the extended warranty when I didn't receive all of my furniture until October 2022. When I purchased the protection plan the salesperson, ********************* told me and my husband that the protection plan was fully refundable as long as a claim was not made. I couldn't make a claim because there was no furniture to make a claim on.

  #1 Salesperson said it was fully refundable as long as a claim was not made 

  #2 How can they prorate a service plan if there was no furniture to make a claim on.

  #3 I was told by manager and customer service that if there was a problem with any of the furniture in the first year (from date of delivery of which was in 2022) it is covered by the manufacturer.

  #4 If it has to be prorated it should be prorated from the date I received delivery of all of my furniture. That would be Oct 2022
  
  Regards, 
  
  *********************, 
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/12/2023

  We apologize for the dissatisfaction with the service; the warranty is prorated, as per our previous comment. We encourage the customer to reach out to speak with a customer service representative to discuss the details about the refund for the warranty.

• Initial Complaint

  Date:12/13/2022

  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 bought a sectional sofa in September, it was finally delivered in January, 2022 it has a manufacture warranty of 1 year. I contacted the store to let them know that the seams are coming loose, and that there is a hole in the top where the back cushion meets it. They gave me a phone number to call and report this. I did, as well as emailed pictures of the issues. I got a phone call back and the representative left a voice mail that said that they do not cover this. I was under the impression that a manufactures warranty does indeed cover these type of issues, otherwise why give one? The warranty is for 1 year and it will expire January 9 2023. I had also called the store, spoke to the manager who told me that there is nothing that he could do. I understand that furniture is rather expensive and not well made these days, however I believe that after giving them my money, that this company shouldn't be able to get away without honoring their warranty.

  Business Response

  Date: 01/08/2023

  The service department reviewed the claim and the furniture report. It determined that the issue was not a manufacturing defect. The warranty claim was denied accordingly.

• Initial Complaint

  Date:12/11/2022

  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 ordered a sectional couch from Ashley in May of 2021, we received it in December of 2021.Within the first two weeks of having the couch we noticed the material was piling badly, I contacted the store for the first time in January of 2022. If we could have just returned the couch at that point we would've. The associate I dealt with at the store had me send pictures to an email address. I never heard from them, my family got COVID and by May the couch was really bad so I went back to the store. At that point it was making noise as well. I dealt with the same store associate, he had never received my original emails. I showed him what the couch looked like and he said it appeared to be a manufacturers defect. He had never seen the material on that couch look like that after only a few months of use. At that point he submitted all the pictures I sent him to the service department. Again, I didn't hear back and had to follow up, at which point I was told that the material wasn't covered under warranty, even though this is clearly a quality issue and not a warranty issue. They agreed to send someone out to look at the noise and to look at the Ottoman which broke.It took a lot of me calling, and we finally were able to get a service tech out. He said the material was defective also and in his report he suggested they replace the cushion covers and the actual cushions. Once again, I had to follow up with Ashley and was told they wouldn't replace the cushions but would fix the ottoman. The next tech came out, fixed the ottoman, which ended up breaking again. This technician said the couch was definitely not up to standard due to the cushions, material, and noises.He eventually came back and fixed the ottoman, but I was told by service that I could purchase new cushions and covers. No one will talk to me about this being a quality issue and not a warranty issue. They could have just sent us new cushions as both techs suggested.

  Customer Answer

  Date: 01/01/2023

  We purchases the couch from the Ashley Homestore in *************, **

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

  I have attached a copy of the receipt as well as the last message I received from Ashley.  They said we could purchase new cushions since the ones on the couch are so bad.  The problem is that the cushions should not be in the condition they are in within less than a year of purchase (problems started within the first month of delivery)

  We have told them this is a quality issue and not a warranty issue.  We feel a fair way to handle this would have been to replace the cushions, which is what both repair techs that came to the house suggested.  Instead they have been rude and very slow to respond.  After paying over $2000 for a couch, we should not have to purchase the cushions.    

  Thank you for looking into this issue.

  ****** & *************************

  Business Response

  Date: 02/18/2023

  The service center sent a technician at least twice to help troubleshoot the issues; at no time did the tech suggest there was a lack of cushions. We can try to see if the manufacturer can assist us with ordering an extra set of cushions as a courtesy to help resolve the issue.

• Initial Complaint

  Date:12/08/2022

  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.

  On 11/10/2022, I ordered a full bedroom set: box spring, pillow top mattress, headboard, rails, chest drawer and nightstand. I was promised delivery of bed and mattress by Thanksgiving. I paid $3,400. On 11/22/2022, Ashley Furniture delivered only the box spring, head board, rails. I called the store to find out why they were unable to deliver the pillow top mattress. I was told the mattress was in transit. I asked to speak to store manager. They told me to call customer service. I called customer service they told me to call the **********************. Both entities left me on hold. I have not received a call from the store manager. I still do not have the mattress as of 12/8/2022. I called the credit card company to dispute the charges because the mattress was not delivered as promised and I still do not have the mattress. The warehouse called to retrieve the furniture and said I owed $800 for cancellation of my order. I did not cancel the order, I disputed the charge for the mattress and nightstand that I never received. I called customer service on 12/8/2022 for a status update. I was told they are unable to contact a manager and I still do not have a resolution for my missing furniture.

  Business Response

  Date: 02/18/2023

  The furniture was delivered as of 12/16. 

• Initial Complaint

  Date:12/05/2022

  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 couch on 11/14/22. At the ******************************** Wilmington de ************** location. I showed the woman the couch in the store I wanted , she was new and didn't seem to understand the computer system. Fast forward to delivery day I was given and charged for an additional piece of furniture( armless ******** chair) I didn't order. There was no miscommunication I gave her specific measurements this extra piece would never have fit in my living room. I called the store and asked for it to be picked up , 3 different people hung up on me. Finally a woman named **** **** was able to arrange pickup. Which on pickup day they were very late . Arrival was supposed to be 11-3 they arrived close to 7pm. My daughter missed her piano lessons and I had to pay for them! The manager *** said I would only get store credit for the extra couch even though this was not my fault. I went back in on 12/3/22 after the extra couch was picked up to use my credit of 401.78. I picked out a table , at check out I got the feeling I was being ripped off . They gave me 3 different totals all of which didn't make any sense if they were applying my credit. I was in there for an hour cash in hand just trying to buy a dinning room table. Somehow the manager went into my original couch invoice ********* and removed the protection program that was 319.95 . She said she couldn't put it back on and needed a regional manager. At this point I just wanted to leave and told her I’m no longer buying a table just give me a refund for the 401.78 . She said she couldn’t and a check would be mailed. She also promised me she would call by that night to update me about the 319.95 protective program put back on. She never called. So now I’m owed 401.78, 319.95 so 721.73 plus tax . Someone needs to address this or I will be filling a police report of theft at this location. I’ve been extremely patient during all of this and I do not deserve this treatment someone needs to fix this asap!

  Business Response

  Date: 12/30/2022

  Based on the customer's ticket data, it appears that the chair was cancelled, as per the customer's request. If the customer is requesting the cancellation of the protection plan, the store would be happy to process a refund for that as well.

  Customer Answer

  Date: 01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************
  
  The chair was picked up by Ashley's a week later HOWEVER I still have not received a refund for the chair amount. I contacted the manager again yesterday. I was told refund checks are released on the 20th of each month. I have not gotten a check , it should have been here by now. If you looked at my receipt you would have seen that I was never refunded the amount of the chair. At this point other then contacting the police and taking your business to court Ive been left with no other options as no one wants to help make this right. The couch protection program was put back on my account by *** but the money from the chair has not been refunded. I'm not just going to forget about over 500. This is theft. Check your records and see what I'm talking about. 5 employees were standing around the desk when it happened as well as my kids who can attest *** said she couldn't give the refund in cash which is how I originally paid nor could they credit it to my bank account it had to go through the billing department. Its been well over a month, this needs to be made right. 
  
  

  Business Response

  Date: 01/21/2023

  The service manager reached out to the customer to discuss the issue. The customer's refund check has been mailed to them. We'd like to thank the customer for their patience.

  Customer Answer

  Date: 01/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am STILL waiting on that check! We spoke over a month ago and I was told that accounting would speed up the process since they FORGOT to send it out last month. I don't know why I had any faith your company would do the right thing I guess Ill be calling again and writing more bad reviews. No one should EVER have to deal with this much to get money back from a sales persons ERROR! Its unacceptable. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 03/04/2023

  The check was processed and mailed to the customer as of February.

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This is an ongoing issue with Ashley Home Store in Toms River. We purchased 2 dining room sets with warranties last Jan. and February 2021. One of the tables was shipped damaged. It took months and filing a BBB complaint to finally get Ashley to replace the damaged table even though we had also purchased the extra warranty. We recently noticed that Ashley Furniture had the audacity to charge our account for the replacement table on June 3, 2022 for $611.90. This is fraud to charge us twice for a table and especially when we also had the additional warranty. We have already attempted to contact the store. We spoke with the sales rep. We were told it would be taken care of, it hasn't. We left a voice mail with the district manger, no call back and no call from the store manager. We did speak with customer service and emailed them a copy of the initial invoice showing the purchase and the June charge for the replacement table. No further response from any anyone from Ashley Home Store. We demand a refund of the second charge of the table, $611.90. We demand a refund for the extra warranties, $600.00 and we demand financial compensation of $500.00 for the months of dealing with this horrific and criminal organization. Nothing less at this point will be acceptable.

  Business Response

  Date: 10/26/2022

  Good Morning,

  This customer purchased with Ashley in Toms River and we are not associated with that location. The complaint will have to be forwarded to the company that handles that location.
  Thanks,

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

  Business Response

  Date: 11/18/2022

  Thank you for the invoice attachment. Upon review, this was not purchased at any location managed by RMS.

  Customer Answer

  Date: 12/16/2022

  See attached initial invoice. The sku for the table appears and shows as part of the sale

  Business Response

  Date: 12/30/2022

  The location the customer purchased from is not associated or managed by RMS. 

• Initial Complaint

  Date:11/30/2022

  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.

  Transaction Date: 9/5/22, Invoice: ********* Ashley Homestore, Capitol Heights, MD On 11/3/22, delivery men arrived with our sleeper sofa, threw the pillows/cushions onto our driveway, then struggled to lift the sofa into the house. The lead mover stopped & requested us to sign a waiver for damage to our house, we reviewed & it also waived damage to the sofa. We called the store to discuss the situation, the movers immediately moved the sofa to the top of the stairs. The top of the stairs is wider than Ashley's minimum 32” for delivery of queen size sleeper sofas, but the movers had brought the sofa up the stairs with the wide (40”) side of the sofa facing the 35” opening & said it did not fit. They refused to try a better way without us signing the waiver, despite being informed by the store manager that we were not required to do so per store policy, & put the sofa back on their truck. We requested re-delivery and the manager told us she would call the warehouse manager to get that done. We reached out a few days later, the manager informed us that the warehouse canceled our order automatically due to "no fit" & no longer had our couch & our options were reorder the same sofa & wait another 8-12 weeks or a refund. We opted for a refund, which she said had to be done in-store. She refunded us less than what we paid & told us that stores cannot approve waivers of the 30% cancellation fee, only corporate can. Corporate (3 diff. people) informed us that both statements from the manager re: the store policy of not needing to sign the waiver & the store not having any authority to waive fees were incorrect, but after contacting the manager, she remained unwilling to resolve the issue, hung up on us & refused to answer the phone when we called back. We request refund or store credit for the $315 cancellation fee due to misleading information from store mgmt & request training for store mgmt re: company policies & store authority & for delivery people re: how to deliver.

  Business Response

  Date: 11/30/2022

  Good Morning,

  Please be advised, this customer shopped at a location in Maryland. ***** furniture is only associated with select locations in New Jersey and Pennsylvania. 
  Thank You,
  Lauren M

  Business Response

  Date: 01/21/2023

  We apologize for the dissatisfaction with regards to the service. Stores have a 30% restocking fee to account for the financial loss of having to restock furniture that had to be ordered and after it has been opened. We understand the customer is dissatisfied with the service and can provide a store credit in the amount of the cancellation fee ($315.00). If the customer accepts this resolution, they are encouraged to contact the store with the invoice number (*********) to verify.

• Initial Complaint

  Date:11/24/2022

  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.

  Date of transaction: 8/28/22 Amount Paid: $4,000What the business committed to provide: Sofa sleeper, recliner, ottoman, chair Nature of dispute: On 8/7 & 8/8/22 visits to Catonsville Ashley I explained to salesman (*****) our ONLY reason purchasing new leather furniture was because we NEEDED a sofa sleeper. Both times salesman showed me the only leather sets that came with a sofa sleeper. Despite the very explicit specifications, the salesman did not order a sofa sleeper. I called the store immed. after delivery on 9/16/22 to complain the sofa was not a sofa sleeper. Store rep. said she would contact corporate CS about retrieval of sofa & ordering sofa sleeper. After my 3rd call to the store over several days, I obtained CS phone # from store rep. CS says they never got the complaint from the store. In the meantime, I advised CS that the furniture was defective and I wanted a refund. I was regularly ignored. At the req. of different CS reps, I sent photos of defective furniture 5 times & many request for resolution. Each time they claimed to not have the mail/attachments. When a rep finally acknowledged receipt, he initially claimed they were not there. I was told I could not get a refund b/c I did not complaint within 72 hours. This was a lie. I called the same day of delivery. I finally agreed to give them a chance to refill and replace the chair before I sought outside resolution. However, I repeatedly requested they retrieve the sofa and deliver a sofa sleeper. Otherwise, I wanted a refund as I originally requested. They sent fiber fill, then tried to schedule tech to come out. I asked them to wait till the cushions arrived. When I later called for status, I received an email that they had closed my file b/c I refused to let a tech come to my home. This was a blatant lie! See my response attached. They refuse to discuss sending the sofa sleeper or a refund. I have all emails and notes from phone calls I am happy to send if you require.

  Business Response

  Date: 12/16/2022

  The service center reached out to the customer to assist with the issue. The customer stated that they do not want service because they believe there is a sales error. We could not verify the sales error. However, we suggest the customer please contact the store to discuss since it we cannot locate a discrepancy in the sale.

  Customer Answer

  Date: 12/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The response from the business is not accurate. There are numerous verbal and written complaints to the business regarding 1) salesperson did not order the sofa bed as I repeatedly requested over the two separate occasions, I visited the store before purchase; and 2) the defective furniture that was delivered (as evidenced by photographs repeatedly sent to the business's customer service department. With regard to the business's suggestion that I contact the store from which the furniture was purchased, this was done repeatedly. The store's response was that I must go through the customer service department. 

  This situation has persisted since Sept. 16, 2022. I have been excessively patient in attempting to resolve this matter. From the salesman dropping the ball, to the poor customer service, to the blatant lies told by the business's staff, this has been an abundantly horrific experience. It is regrettable that I am forced to pursue other remedies.
  

  Regards,
  
  *************************

  Business Response

  Date: 01/14/2023

  We can contact the store to have a representative reach out to help resolve the issue.

  Customer Answer

  Date: 01/24/2023

  
  Better Business Bureau:
  
  I received a voice message from ****** at Ashley Furniture in reference to complaint ID ******** on Jan. 17, 2023. On Jan. 18 I returned ******'s call. I left a message with store rep. requesting that ****** return my call when she returns to work on Jan. 19. As of Jan. 24, I have heard nothing more from I the business. This matter remains unresolved. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/21/2022

  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.

  Dates of Transaction:o9/5/2022 o10/19/2022 o10/20/2022 Amount of money in total paid: $17,081.44 Business committed to provide the furniture I purchased in good condition. Half of the items I received were either damaged or not available. Customer service has not been productive in resolving my issues and all other avenues I have taken to get in contact with someone higher than a customer service representative has failed. The business has minimally tried to resolve the problem. Some issues have been fixed, only after an egregious amount of arguing and complaining. There are, however, issues that they are not working to resolve in any form of a timely manner. I have attached all receipts, as well as some pictures of the damages. I have a detailed spreadsheet that I have saved to PDF detailing each item that I am requested a credit for. I have additionally written out a timeline specific narrative of this issue, which has spanned over the course of 2+ months.

  Business Response

  Date: 11/21/2022

  Good morning,

   

  This was purchased through a licensee - ***** Furniture of Freehold, LLC

   

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Business Response

  Date: 12/16/2022

  The items the customer listed have been cancelled, as requested.

  Customer Answer

  Date: 12/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The response/resolution is unclear. The response notes that the items I listed were cancelled, however most of those items have been delivered. My complaint was mainly related to the delivery of the noted items, which resulted in either damaged items and/or incorrect items. My request was to receive a refund for the delivery of the items and the items that have been either damaged and/or delivered incorrectly. I also have yet to receive an undamaged new headboard after the delivery team cracked the one that is in my house. Please advise. 
  
  Regards,
  
  *************************************

  Business Response

  Date: 01/16/2023

  We apologize for the inconvenience. According to our notes, the headboard was cancelled as requested and a refund was provided to the customer in December. However, we will contact the customer to discuss any ongoing concerns they have to try to resolve the complaint.