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

  990 Plaza Blvd Lancaster, PA 17601-2740

• 

  Ashley Furniture Home Store

  200 Upland Sq Dr Pottstown, PA 19464-9415

• 

  Ashley Furniture Home Store

  21716 Great Mills Rd Lexington Park, MD 20653-3801

• 

  Ashley Furniture Home Store

  5950 Carlisle Pike Mechanicsburg, PA 17050-2417

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:11/15/2022

  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 new bedroom set on 10/8 /22. I use a credit card check to pay for the bedroom set as it was interest free for 1 year. I was at the front desk and my sales Rep came over and was talking to me and after a few minutes the woman behind the desk said I need your signature and initials in these two spots. I turned around and did what she said and she never, not once told me to read anything. It took them 4 weeks to deliver my furniture after they told me it was in stock. it still took just over a month to deliver it to me after my check cleared on the 11th and I got a message from the credit card company that it had cleared and was posted to my account. I had to sleep on my sofa for that entire time a total of 4 weeks. I immediately called the furniture company and told them I didn't want the Adjustable base and I wanted to return it. I had 72 hours to get the $100 to them or I would not be able to return it. When I called about my refund they informed me I would have to take a store credit. They now have $1899. of my money and will not return it to me and stated that I can only have a store credit. I don't want a store credit because the furniture is very poorly made and if I don't spend the 1899 at their store I loose it. They were quite nasty when they informed me of this. They will not compromise or work with you. I am 74 years old and I don't need this crap from them and I will probably have to buy a new set again in the next two years. It is so poorly made.

  Customer Answer

  Date: 11/27/2022

  I purchased a platborm bed from Ashley Furniture, Frederick Maryland at**** **** ******* ******, Frederick, MD*********,, ************.  When the furniture was delivered the based had a scratch on it and it was covered with ssomething oily.  The platform of the bed as was 21 inches  from the floor.  I had talked to them about the luxury Base with massage nad the back would rise.  They informed me that the Base would fit inside of the platform bed.  Well it did not!  Tbe Luxury base was guaranteed to me that it would fit inside the platform it did fit in but they did not tell me it would not be on the floor but on top of the slats that were there to support the base.  They placed the Luxury Base on top of the slats and the installers said this would not work.  They then proceeded to put the 10 inch mattress on top of that which made the bed from bottom to tops 41 inches high.  It was at the top of my chest since I am only 4'10" tall.  I could not even get in the bed.  The installers proceeded to raise the base that was under the mattress and it would not rise because it was not the specialj mattress that was need for the base.  The head came up abou 1" and the feet came up about 1" and they then returned it to the flat position.  It was not made for a 1" mattress.  I proceeded to tell the installers to take the base back with them and they seem worried and said that they could not.  I would have to call the store and schedule a pickup.  I called the store and they informed me I had to pay them $100.00 within 72 hours in order to get it picked up.  I am sorry but this store is a ripoff.  When I ask when I would get my $1899.oo refunded they informed me that I would not get it.  It would have to be a store credit which I do not want I want my money back since I was told by one of the managers named **** that the base would work perfect and it did not.  They have nothing posted in the store about no refunds or that you get store credit only.  They did not mention any of this before I purchased the items.  When I was talking to my sales person they shoved a piece of paper (Pink) in front of me while I was talking and said I need your signature her and initials here.  THey never informed me of any of this and never showed me what was on the back of the sales order.   When the guys picked up the base they informed me aboaut the two scratches which I did not notice since both were on the other side of the bed and I could not use the bed or put anything away yet,  It appeared to have been covered with something dark and oily and I wiped it off and some of the coloring is still there.  The leg of the dresser was covered with the same stuff and wiped of with soap and water.  The leg is cracked and I didnt see any of this until the two guys came to pick up the base.  No they did not do the damage.  All I want is my 1899.00 returned and they will not they just say you have to take a store credit and I don't want any more furniture from them.   **** insured his sales person and me that it would work.  I should have read Yelp.com before I bought from them.  They have many many negative feedbacks.

  Thanks for whatever you can do.

  Business Response

  Date: 12/17/2022

  We apologize for the dissatisfaction with the service.The customer's complaint was resolved; the adjustable base - which was appropriate for the bed - was cancelled and refunded. The customer's other order made on November 29 is scheduled to arrive from the factory later next week.

• Initial Complaint

  Date:11/04/2022

  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.

  Date purchased: Nov 2022 Delivery Date: March 2023 Purchase Amount: $1,348.99 Issue;: Left side of the recliner sofa is sinking, seem to not have the proper support underneath it. Do not have access to view what can of support/understructure is REF: **************** # ********** Reached out to customer service in Sept 2022 on this issue and heard back, was asked to send photos which I did, , sent follow-up emails and have heard nothing. Working with ******** @ Ashley's Customer Service: ************. Sent several follow-up emails and called this number ************ and left a message, no one has returned my called

  Business Response

  Date: 11/20/2022

  We apologize for the dissatisfaction with the service. The customer service office has reached out to the customer in October to request photos of the furniture and determine if the store can order replacement cushions to address the sagging as a courtesy. We encourage the customer to contact us to confirm whether photos were submitted. We can be reached at [email protected]

  Business Response

  Date: 01/04/2023

  We do not have an ETA for when the cushions would arrive. Typically, orders take 2-6 weeks to be delivered.

  Customer Answer

  Date: 02/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/01/2022

  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.

  Bought 2 couches from this location to be delivered 10/29/22. Got a call the day before saying they’d be delivered between 10-2 and only part of the sectional would be delivered because they damaged it. On 10/29/2022 they did not show up or even call me. So after waiting 5 hours for delivery, I called them. They told me they wouldn’t make a partial delivery so I’m stuck without a couch and paid $3,700. They still have not rescheduled delivery. I tried their virtual support and they told me to call the store. I called the store and they told me to call customer service. I called customer service and they told me to call the store. Corporate offices wouldn’t help me either and told me to call the store. The store gave me a phone number that turned out to be ****** Corporate. These people are just playing with me and no one will help me. They have treated me terribly and have given me no way to resolve my issue or even take fault. Awful company.

  Business Response

  Date: 11/19/2022

  We apologize for the inconvenience and have approved the refund for the delivery. The customer can go to the store with the card used during the purchase to have the refund processed directly.

• Initial Complaint

  Date:10/24/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 one cocktail table and two end tables 10/9/2022 which are the issue. That day we also spent over $2,000 on other furniture. The invoice #********** is for the three tables only. We asked that day if there was a discount on the 3 pieces and were told no. The set was delivered 10/21/2022 and the cocktail came damaged. I decided to check on line to see if the item is still in stock and it is but it was much less than what we paid on the Ashley site. We paid $499.98 for the cocktail table and $239.50 for each end table - total $479.00. We looked up the price match and the site says 30 days for match. Ashley.com charges $329.99 (cocktail table) and $199.99 each for end tables. We found the tables on Amazon which is one of the sites Ashley agrees to price match with. The cocktail table is $329.99 and end tables are $151.64 each. We feel we are owed a credit of $169.99 on the cocktail table and $175.72 for two end tables. We went to the Manchester store on 10/22/2022 and spoke to *** the manager and she said they are not part of Ashley and we needed to check prices while we were purchasing in the store before buying. There is no cell service in the store. Also, I called customer service and was told the same thing and that the Ashley store is not part of Ashley Furniture. This is not listed on their website. We are currently waiting for replacement of the damaged table. This is the link to their price match policy: ***********************************************************************. Also tried to call the District Manager and the phone does not pick up. I wish I had checked BBB before purchasing anything at Ashley.

  ---------- Forwarded message ---------
  From: *****************;<************************>
  Date: Thu, Oct 27, 2022 at 4:03 AM
  Subject: Re: case 18305238
  To: Dispute Resolution Team <[email protected]>
  
  Dear BBB,
  
  Thank you for responding. The issue is also that no one will speak to us saying that they are not Ashley. The store signage is Ashley and the website is all Ashley. In addition they have a price match guarantee posted on their website but just deny that they are the store. If there is anything else you think I should add please let me know.  Thank you for your help
  
  Please add these links:
  
  Ashley Price Match Guarantee:  ***********************************************************************
  
  Ashley website prices ******* Cocktail Table:   *********************************************************************************************
  
  Ashley website prices ******* End Tables:  ******************************************************************************************
  
  ****** website ******* Cocktail Table:                                                                           
  
  ********************************************************************************************************************************
  
  ****** website ******* End Tables:                                                                                        
  
  
  **********************************************************************************************************************************
  
  *****************
  

  Business Response

  Date: 11/12/2022

  We apologize for the inconvenience. The cocktail table has been scheduled for a delivery (including assembly) on 11/18. We'd like to thank the customer for their continued patience as we work to resolve the issue.

  Business Response

  Date: 12/10/2022

  We apologize for the inconvenience and dissatisfaction with the service. The customer can process the refund by contacting or visiting the store with the credit card used during the purchase. 

  Customer Answer

  Date: 12/15/2022

  [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: My husband visited Ashley Furniture today, December 15, 2022 in Manchester, New Hampshire with the entire packet of paperwork including:  my complaint synopsis dated 12/13/22, the Ashley response from this week, my response from 11/30/22, Ashleys price match guarantee (3 pages), our original invoice, and the ****** paperwork supporting the price match we are requesting.    
  
  The latest response from Ashley was vague as usual and another stall tactic.  The people at the store did not know anything about price matching and refused to issue the credit for the price match. They did issue a credit of $75.00 for the damaged table.  
  
  I do not accept this as a resolution as we only agreed to the $75 credit for the damaged table IF Ashley issued the credit for the price match.  I would like whomever is responding to the BBB complaint to identify themselves in the next response and include the total to be credited to us which now totals $345.75.  
  
  We were informed that the Manchester store will send the info to Corporate but it may take a while to hear back. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/16/2022

  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.

  This complaint is about ******* Furniture store located in Brandywine Maryland I ordered my furniture to my new home I ordered 6 chairs a table with an extention and a side piece paid for them received 4 chairs. Im still seeking my other 2 chairs for head of table and end of table i was sent 4 side chairs. The delivery was to be sent on time and was sent over a month later I then notified the store after seeking wheres my furniture? I was then told if I cancel I loose some of the money I've spent and wouldn't be refunded fully. Even if I canceled order due to there negligence. I attempted to contact corporate or seek assistance and decided to make a complaint i was told to make a complaint corporate, i was only sent to same location via teleohone and hung up on, then ridiculed about making a complaint as if it wouldn't be heard, was told so go ahead and attempt. I'd like either a financial refund or store credit with shipping on the actuall scheduled date and explanation I was forced to borrow chairs from a neighbor and pay them so my party so people weren't sitting on floor indian style. I'm new to the area this was embarrassing and distasteful f there is anyway to assist me so this doesn't happen to someone else I'm seeking assistance.

  Business Response

  Date: 10/29/2022

  The order was successfully delivered in September. Therefore, since the order was made, the store could not waive the delivery fee or process a refund. 

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  8/14/22: I purchased 2 queen mattresses & bedroom set at Ashley Furniture in Linden NJ. Cost: $4,096.54 ($254.53 paid that day, $3,842.01 financed). Invoice # *********. I received delivery on 8/30/22. 9/8/22: I contacted store at ###-###-#### to inform them of 2 issues: 1: ******** Mattress had stitching on top left corner not matching any design stitching & made to cover a hole in mattress. Mattress had already begun to sag in middle, indicating mattress was used & defective. 2: Support beams for upper & lower planks of bed frame did not touch floor while beam for middle plank touched floor, indicating bed improperly assembled or improper parts used by assembly team. Store receptionist told me to contact their Distribution Center: ###-###-####. Rep at Distrib Center sent me email & asked me to respond w/ pictures of issues. I sent pictures (also attaching to this complaint). 9/12/22: I received call from Distrib Center (###-###-####) & rep said replacement parts were being sent to me to correct support beam issue & I should receive parts in 7-10 business days, after which I have to call back & they will send someone to install replacement parts & look at mattress. 9/23/22: parts not rec'd, I called for update. Rep said they will follow up internally with Service Dept & I will receive update within 24-72hrs. 9/27/22: no update rec'd, I called & spoke w/ reps Rozio & Carlos: they say they will send 2nd email to Srvc Dept. Both reps refused to separate issue of used & defective mattress from my receiving replacement parts, saying only when I receive parts will someone come look at mattress. They sent 2nd email to Srvc Dept telling me wait another 24-72hrs. 9/30/22: no update, I call back, speak w/ Marcio who reaches out to manufacturer. I'm now informed parts will get to me late Oct/early Nov. ****** separates issue with mattress & says I will receive update 24-72hrs. 10/11/22: no update. I want a refund for used & defective mattress ASAP.

  Business Response

  Date: 10/29/2022

  The service center is aware of the issue and has reached out to the customer to discuss a resolution. This includes sending a technician to install new parts and inspecting the mattress to determine whether it is within manufacturing specifications.

  Business Response

  Date: 11/26/2022

  We apologize for the dissatisfaction. The service center director has contacted the customer to provide an update and submit another work order to have the issue resolved.

  Customer Answer

  Date: 12/17/2022

  The business has yet to resolve this issue. I have had to wait months for the replacement parts for the bed frame and the defective mattress remains unaddressed.
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: The business has yet to resolve this issue. I have had to wait months for the replacement parts for the bed frame and the defective mattress remains unaddressed.
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:10/09/2022

  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 ordered a dresser from Ashley on 9/25/22 it came in and we picked it up on 10/1/22. We opened the box at home on 10/3/22 only to find the dresser had a lot of defects all over it. There were defects in the paint with markings in the paint job along 3 of the 5 drawers . There are portions that appear as though when it was made the glue had dried on the face of it and then it was painted over leaving marks and uneven paint. I paid for a new dresser that the store had to order and have shipped to the store and I received a piece that looks like a used piece of furniture. I called the store and was promised a call back by a manager and they never called. I went to to the store the next day and spoke to a representative who had me email her pictures of the issues and said she would get with a manager and call me back. Again received no call back. I asked to have the drawers replaced they said no they wouldn't do that. I asked for a replacement with the new one being delivered they said no to that as well. I again waited for a call from a manager the following day as discussed in store no call back. I followed up getting a manager by rhe name of Greg on 10/8/22. When I got him on the phone he was beyond rude! I told him I was calling to get resolution on a problem with a piece I purchased and he said yeah its resolved you said no and u have the dresser so there's the resolution. I said that is not the case you guys haven't offered anything to fix the issue. He said it's in your possession it's yours. I said I would be disputing this with my credit card. His response was good luck with that you have the dresser no one will help you and hung up on me. This is not resolved. I paid for a new dresser and thst is what I expect. At this time I have a piece of furniture thst doesn't even have any hardware on it and is taking up space in a room because the store won't give any resolution.

  Business Response

  Date: 10/29/2022

  We apologize for the dissatisfaction of service. The service department manager has reached out to the customer on October 20 and October 26 to discuss the issue and provide a satisfactory resolution.  

  Customer Answer

  Date: 12/13/2022

  [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: thru numerous calls previously most of which were me calling the company and not getting any calls back this isn't resolved. I rented a vehicle to take the piece of furniture home. I should not be expected to have to pay more out of pocket for a delivery after I already paid to get it home. That is the only thing the company is willing to offer at this point. I have already told them that it is not my fault that the piece I ordered came in and the workmanship on it is very poor. When I stated that the rep told me that maybe it's workmanship but maybe it happened during transportation. It clearly has glue spots all over it that were painted over obviously not done during transportation.  They are u willing to do anything to resolve this unless I pay a delivery fee. Again I already paid to get this item home and did not order a damaged piece of furniture. If they would swap out the piece without a delivery charge and deliver the item I purchased without defects covering the unit this would be resolved already. This had been going on since October 1st with no resolution.  

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

  Business Response

  Date: 12/31/2022

  Our response is the same as before. The general manager of the service center reached out to the customer and provided a generous offer to exchange the furniture free of charge (despite the fact that there is no manufacturing defect). The customer was just expected to pay a fee for delivery (89.99) at a reduced rate. This fee would be paid by us to the delivery company (i.e., the store wouldn't profit from it). The customer refused the offer and disputed the entire charge for the order (while keeping the furniture). The store has made what it believes is a genuinely good offer to accommodate the customer's concerns by exchanging the piece for a new. 

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service 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.

  We purchased a 4500$ couch in January 2022, and upon delivery it had a broken Motor. We also purchased the extra warranty specifically for motors. I called the very next morning to put in a claim. Finally on May 27 a tech is able to come out and verify the motor needs replacing. I then received an email from a ********* at the Ashley customer service center asking me to send her pictures of all the tags on the chair with the broken motor. THE CHAIR IN THE MIDDLE OF OUR SECTIONAL HAS BEEN STUCK OPEN SINCE THE DAY WE GOT IT IN MARCH. I never heard back from ********* or anyone to schedule the motors replacement. I emailed them with no response. Called them and was told ********* was sick and would get back to me when she got back. She did not. Finally, we are told that Ashley's sold a portion of their store ******** back on April 22 2022. Meaning they could no longer help us at all. But they can't explain why the tech came out may 27. They tell us to dispute it with our credit card company, or call the venders ourselves. We then contacted the warranty company who was very helpful. We were told wed hear from the customer service center within 72 hours. But of course this hasn't happened. They've ignored many emails and calls.

  Business Response

  Date: 10/05/2022

  Good morning team,

   

  This customer purchased from a Licensee.

  ***** Furniture of Manchester, LLC

   

  Thank you,

  ***************************** | Digital Escalation Care Agent
  Ashley Furniture Industries

  Business Response

  Date: 11/07/2022

  We apologize for the inconvenience. We have reached out to the service center to contact the customer and provide a resolution.

  Customer Answer

  Date: 02/26/2023

  [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:
  
  So this is a tough situation because we already filed a complaint with the BBB and they claimed to resolve but didnt. We purchased a 5k sofa from them and they gave us the run around because “*** ****” went out of business. We had a tech come out after it was sold and they determined it was a bad motor and would be replaced. Never was. Then we tried calling everyone, corp, store, every number we could find. Everyone told us that they arnt going to do anything. Then after the complaint they sent out a new piece, it was just the wrong. They know it was wrong. They took it back with them and said would send replacement. No no calls backs, no answers, nobody will discuss and I’m back to the same situation. With a 5000$ couch that doesn’t work. Please let me know what I can do other than get an attorney. The phots are in the other complaint ********
  
  
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 03/04/2023

  We apologize for the inconvenience. The customer service center will reach out to the customer to discuss.

• Initial Complaint

  Date:09/24/2022

  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.

  On 1/10/18 I bought a sectional for $2,126 with a 4 year warranty for $249.99. This warranty is stated that if not used in the 4 years, the $250 may be used towards another pirchase. In January 2020 the chaise cushion started to lose stitching; I reached out about the warranty and was informed that the damage to my couch was "normal wear and tear" and was not covered. I asked about the $250 credit and was told I could use it to buy a replacement cushion in 2 years. Today 9/24/22 I went in to order the cushion and was informed that the company no longer honors the warranty and that I would not be receiving my $250 credit. I was told the company had been sold and the new owners do not honor the warranty. I was informed someone else tried to use their $250 credit yesterday and they were also informed "there is nothing they can do". I was planning on using the $250 to replace the cushions on my chaise. I would like the $250 credit or a replacement of the chaise.

  Business Response

  Date: 10/16/2022

  As per the complaint, the purchase was made in 2018. Generally, extended protection plans are not administered or covered by the store, but rather, the warranty company itself. If the customer wants a refund, they are encouraged to reach out to the warranty company.

• Initial Complaint

  Date:09/13/2022

  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.

  Ashley Furniture uses a 3rd party dispatch company for delivery. they scheduled me to have my furniture delivery between 3 and 7 pm on September 8th they never showed up in that time frame. then texted me at 7:54 pm that they would be at my house around 8:20 pm. I called Ashley Furniture to advise this was too late. Its already dark out. Ashley Furniture agreed but said delivery will be quick as my night stands are fully assembled and that the bed will only take 10-15 minutes. the delivery came at 8:20 ish and didnt leave my house until 9:40 the 2 workers that came, spoke no english. so one came to the front door (in the dark) with a notepad on this phone with him asking to come inside. which is alarming at night time but of course i assumed it was my furniture. no questions could be asked or answered because we couldnt communicate with each other. I called Ashley furniture as I want to pay for my furniture but believe the 169.99 shipping charge should be refunded. Ashely furniture did not and hid behind "well it's a third party, we dont know they are running late" The dispatch company has customer service but is apparently only open til 5pm.but as you can see no one reached out to me between 3 to 7 to advise they were running late. there is no clause on anything i read from dispatch or ashley that advises they can show up an hour and 20 minutes late--at night to do a delivery. Normally i have showered and started to lay in bed to get ready for my work day. If i would have known the delivery was so late, i would have asked dispatch to schedule me on a different day because it does not work. my understanding of business is that even with a third party in place, ashley furniture should have a contract with them and when the third party doesnt meet their obligation, ashley would return the money but also should see the money back from the 3rd party .so either ashley furniture didnt put a good contract in place or ashley furn. doesnt want to provide good service

  Business Response

  Date: 10/01/2022

  The customer's furniture was delivered approximately 1.5 hours after the allocated time frame. We apologize for the slight delay and subsequent inconvenience. However, we should note it is not always possible to accurately predict exact times for furniture delivery processes because furniture delivery can be involved and sometimes unpredictable. Because the furniture was delivered successfully, we cannot process a refund.

  Customer Answer

  Date: 10/04/2022

  [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:
  It is not stated anywhere about the possibility of lateness or that they even deliver that late in the evening. This should all be told to the customer at least when dispatch schedules the delivery. It is not the fault of the customer and consumers have rights as well. I never accepted the furniture to be delivered at that time. I should not have had the experience that I did. The right thing to do here is to refund the shipping charge. That is all that is being asked.
  
  Regards,
  
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