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

  534 N Frederick Ave Gaithersburg, MD 20877-2504

• 

  Ashley Furniture Home Store

  6100 Dobbin Rd Columbia, MD 21045-5804

• 

  Ashley Furniture Home Store

  480 Gateway Ave Chambersburg, PA 17201-7351

• 

  Ashley Furniture Home Store

  1843 Street Rd Bensalem, PA 19020

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:09/08/2022

  Type:Service or Repair 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.

  I purchased an outdoor dining set with an Outdoor Protection Plan from Ashley Furniture via their website on May 9, 2021. It took a few weeks/months for us to actually receive the table due to backorder, but after only a few months of use, the table broke. We contacted the company who manages their Outdoor Protection Plan claims (ProtectAll) and a replacement was approved on 6/16. ProtectAll said that they would send over the notice of approval to Ashley Furniture so that a new table could be sent out, and that we should receive an update within 2 weeks. We never did receive an update, so we had to call back several times. We finally were instructed to call Ashley Furniture directly since ProtectAll only handles the claims, not the replacements. We have spent hours and hours of our time speaking to dozens of different Ashley Furniture customer service representatives over these last 3 months and still have no confirmation that a replacement is on it's way. Each representative has had some explanation as to why the replacement order has not been fulfilled; such as: - they have no record of ProtectAll's claim approval even though ProtectAll continued to say that it had been sent several times over the previous weeks - the fulfilment store closed and our claim was never rerouted. - an employee sent our claim to the wrong email address and never followed up. - we were speaking to the wrong department within Ashley this whole time (online vs warehouse?). - the person who needs to approve the replacement is unavailable. Each time we speak to them, they say that they will pass along our information and that we'll receive a call back within 24-48 hours. We have never received a call back throughout this entire process. Since they refuse to provide us with a direct phone number, we are forced to call the main number and explain the entire situation again. We feel that all of this has been to intentionally avoid the fulfilment of our replacement claim.

  Business Response

  Date: 09/24/2022

  We apologize for the inconvenience but this order was delivered in May 2021. It is beyond the one-year manufacturing warranty. If the previous ownership informed the customer they will provide new furniture beyond its one year manufacturing warranty, we cannot honor that as it was not in conformity with manufacturing requirements. 

  Business Response

  Date: 10/23/2022

  The customer can contact the third party vendor to process a refund (prorated) for the extended warranty.

  Customer Answer

  Date: 10/29/2022

  [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:

  Im sorry, we purchased a third party warranty through your company and a replacement product has been approved by that warranty, and rather than fulfilling your part of the agreement, you are just suggesting we try to get a refund through the third party? This is at best atrocious customer service, and at worst a fraudulent business practice. 

  Regards,
  
  
  
  ***** ******* 

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair 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.

  Ordered a couch and an recliner in December 2021. Defective furniture was delivered May 14th 2022 was reported with pictures to Ashley furniture on May 15th 2022. They put in a service ticket in that day at the store but didnt have a service technician come until August 28th 2022. The tech was at my house less then 5min and all he did was take pictures. I got a phone call today Aug 31st 2022 saying they will not be fixing it that it is now considered customer wear because its been over 90 days since delivery. It is not my fault they waited to come out. I told them to take the furniture back I am not paying for the damaged furniture they delivered. They said there is nothing they can do with being after 90 days. I even purchased the 5 year extended warranty on it and they still will not fix it. I just want my money back or for them to fix the defective items. Both are lacking padding and when reclined it is like there is no padding at all its straight wood. You can clearly see where it is missing padding on the leg rest of both pieces and the back of the couch. I had this couch less then 3 months and have repeatedly called them about this and they said they are overbooked and short handed. It is their fault it went over 90 days and they wont honor the extra warranty I bought threw them. It is a total rip off. Please help me I have dated pictures of everything and dated phone calls.

  Business Response

  Date: 09/18/2022

  The service center reached out to the customer shortly after this review was posted. The service center carefully reviewed the technician's report and determined that there are no issues with the furniture and all furniture functions fell within the "normal" range as defined by the manufacturing guidelines on warranty coverage. If the customer has any additional issues or concerns, we encourage the customer to reach out to us anytime at [email protected]

  Business Response

  Date: 10/02/2022

  As per our last comment, the furniture is not defected and therefore no service options were available because the furniture is up to specifications.

  Customer Answer

  Date: 10/05/2022

  [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 defective and has been since it was delivered. Every customer service person I have talked to that has viewed the photos has agreed with me and don’t understand why the service department is refusing to fix the issue. Again the padding is missing out of the foot rest and I don’t understand how they can say that that isn’t defective and is up to standards? Employees at the store are the ones that told me to contact the BBB because they don’t understand why the service waited so long to come out and look at the furniture. Again it was months they waited to even contact me back to be exact it was right after the return time frame they waited to come out but told me I had to have someone look at it before they would accept a return. I did what I needed to do they are not holding up their end of fixing replacing or letting me return the furniture because they waited to send someone out that is not my fault. Ashley Furniture aka ******* Furniture whichever they are going by with their service department is a joke. I even offered to take the furniture in and they won’t allow me to and told me they won’t accept the return. Again their own employees are telling me to contact the BBB and also dispute the charges on my card because I did what I needed to do in the correct time frame but the business did not and now won’t accept a return. 

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

• Initial Complaint

  Date:08/30/2022

  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.

  I was lied to by a store employee about additional coverage they sell at the store. I specially asked the employee if the cushions would be covered from sagging. He stated thaty it would be covered and if we had any issues the store would take care of it. Needless to say we had issues with the cushions after only owning the product for 7 months. I called to file a claim on the protection plan and was told that this issue was not covered. I proceeded to call the store and spoke with another employee who also stated that we should be covered and that worst case the one year store warranty would cover the issue. I filed a claim with the store warranty and was also denied. The store is refusing to do anything about this and I was clearly lied to by more then one employee at this store. They are deceptively selling protection plans that dont cover anything and stealing peoples hard earned money. They are misleading consumers and selling poorly made products.

  Business Response

  Date: 09/18/2022

  The store ordered parts for the customer to be delivered directly and installed by a technician once they arrive. The customer's *** warranty (protection plan) is legitimate but covers specific types of damages such as scratches, stains, or other superficial issues reported within a narrow timeframe. If the customer is dissatisfied with the *** warranty, they can opt for a prorated refund. 

• Initial Complaint

  Date:08/30/2022

  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.

  I purchased a $3,000 couch from them. The couch arrived in November of 2021. Since then, I have sent them several complaints regarding a tear in the ottoman upon delivery, flat cushions that lacked stuffing, and what appears to be some form of critter food or nuts in it from when it was stored in a warehouse or in transit. At first they were responsive and promised to replace it with a new couch (see attachments). I called multiple times for an estimated delivery date and no one ever responded to me again. I recently went to the store to demand and update and was told that the store changed ownership and that they could no longer honor anything, including a voucher I have for a credit there...There is no reason I should have paid for this couch. The goods were damaged upon delivery and I timely reported this. I will be filing a small claims suit against the store, its parent companies, and the owner individually if this is not resolved.

  Business Response

  Date: 09/18/2022

  This order was purchased and delivered during prior ownership so the store has limited options for resolving the issue. If there are ongoing issues with stuffing and quality of the furniture, then the service center would be happy to assist with determining whether damages reported are manufacturing defects or if the store could provide additional support (such as cushions/stuffing) as a courtesy. The store can be reached at [email protected].

  If they are, the service center will certainly assist. If they are not, or if the customer has other issues not related to the furniture or beyond the scope of the current ownership store (such as delivery concerns) or refunds, then customer can contact the previous ownership's attorney *********************, at **************************************

• Initial Complaint

  Date:08/28/2022

  Type:Service or Repair 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.

  Purchased tv stand on 7/16/22. Wanted ********** TV Stand (******* 63 inch). Found on another website for roughly $505 & asked if they price matched. One said no & another said they could see what they could do. I showed them the product in the store & the product on the website. Came back & said this is what he could do ($335.99 for the stand, $99.95 for the protection plan, plus delivery and tax) - $553.18. We figured the protection plan was because it was a price match & it was listed in store for $640. I specifically asked several times if this is the 63 inch ******* tv stand because the description only shows ******* ** tv stand no size. He assured us that it was the 63 inch tv stand. On 8/6 the stand was delivered & was not the correct one. ********** that is listed on our slip is a 60 inch tv stand which we didn't even know existed because the only one in the store was **********. ********** is listed on their website for $226 (out of stock). He said ********** is the one that I showed him on my phone & the one I showed him was ********** but in the description it says similar to **********) so he used that item number & claimed to us it was the 63 inch tv stand. He asked me to look at the website for the price of the 60 inch tv stand & it was $340. I looked on their website and there is a 60 inch ******* tv stand listed but it is Item No. ********** not the one listed on my invoice. I asked if when he entered item ********** if it showed 60 inch tv stand since I asked numerous times if it was the 63 inch stand and he said it was. My husband spoke with the associate & he felt that it was a bait and switch and he was swindled. Matt, the manager was insulted & defensive & said when he deals with people like us he just comes & gets the item. I just want the difference of $109 (price on my slip compared to the price of that item no. on the website - which is not in the store) & the $99.99 protection plan credited back to my credit card.

  Business Response

  Date: 09/17/2022

  The order was delivered on 8/6. A few weeks following the delivery, the customer contacted the store for price match. Price matches are usually not provided after delivery has been made. 

  Business Response

  Date: 10/02/2022

  The attachments did not contain any content. Based on the notes provided, the store did not authorize a price match because the furniture had already been delivered. Price matches are usually made within two weeks of the sale. 

  Customer Answer

  Date: 10/06/2022

  [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:

  You charged us a higher price that what is advertised and failed to give us the relevant information about the TV stand other than a vague description o the sales invoice. My email to the sales associates is relevant because it was on the date of delivery and shows the difference in the price (to what is advertised to what we were charged for Item No. ******** which is not the item we thought we were getting).  The item in the store (Item No. ********), the only one in the store is the one we thought the sales associates ordered but was not the item that was delivered. We only discovered there was Item Nos. ******** and ******** on the date of delivery and when we spoke with the sales associate during delivery, he directed us to the website and said the price of the TV stand (the one delivered) was $340, which I did and that is listed as Item No. 0331-268 when my sales invoice clearly identifies Item No. ******** which is priced on the website for $226. I waited a week and half for Matt to get back to me, only to be told they could credit me the protection plan but not match the price of the TV stand. At that time, I contacted the customer service number given to me and left a message and also followed up with the email. To date, I still have not received a credit for the protection plan which we would have never purchased on a $226 TV stand, when were under the impression that the protection plan was included because they were price matching the more expensive TV stand (the one we thought we were getting) only to have a cheaper TV stand delivered. As you can see from the sales invoice, it only lists an Item No. with no description other than a TV stand, so a consumer would have no way of knowing there was a similar, yet cheaper TV stand because the only one in the store was Item ********. We were clearly mislead into believing we were getting the TV stand that was on display in the store, when in fact, we received a cheaper TV stand. The fact that the sales invoice clearly did not contain the relevant information, other than a vague generic description and we were charged a higher price than advertised on your website is a clear violation of Massachusetts General Laws, Chapter 93A Consumer Protection Law. If my credit card is not credited the protection plan and the difference in the price I was charged to the advertised price, I will be filing a complaint with the Massachusetts Attorney General’s Office.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/27/2022

  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 reclining leather 2 seat sofa from Ashley Furniture Home Store in Middletown on 8/28/21 in the amount of $2,135 (includes protection plan).It was delivered to my home on 9/1/21.I reported a defect in the seat on 9/13/21.I technician was not sent to my home to fix the sofa until 4/2/22 (7mos after reporting the issue).I reported the seat broken again on 6/3/22 as bolts had broken and fallen off. On 7/8/22 a technician from my extended protection plan was dispatched to my home and only inspected the seat - did not repair it. On 7/14/22 an email was received that this would not be covered under my protection plan as it was a manufacturers defect and needed to be addressed by Ashley. On 7/25 it was identified during discussion with customer care that the technician did not properly fix the seat and replace the mechanism as they should have back on 4/2/22. They would schedule for another technician to come fix the seat. On 8/16 a young 19yr old male technician came to fix my seat, brought with him his 18yr old girlfriend and after 4hrs could not fix the seat and left it 100x worse than before - ripped leather footrest, lack of boards in the reclining footrest - now with no support and sagging, footrest doesn't close and seat still sags even worse than before. On 8/16/22 I called the Ashley store in Middletown and customer care and to date I STILL do not have a sofa I can sit on and can't seem to get a resolution. On 8/27/22 I sent an email with a detailed timeline, emails and list of photos sent over the past year to the Sales Manager (Roslynn H********) who has been trying to help me but even she is at a loss as no one is owning the defective product delivered to me. I  don't want another technician in this house to try to fix the sofa seat. It is beyond repair a this point.

  Customer Answer

  Date: 09/05/2022

  As requested, below is the address of the Ashley Furniture Home Store where I purchased my reclining sofa:

  1008 Bunker Hill Rd
  Middletown De 19709

  Business Response

  Date: 09/18/2022

  The sofa seat is scheduled to be exchanged for a new one on 9/22.

• Initial Complaint

  Date:08/27/2022

  Type:Delivery 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.

  Ashley Furniture took my deposit, canceled my order without notification, and refuses to return my deposit .On 11/13/2021, I ordered $8,217.82 worth of furniture for 3 rooms, paid an $821.78 deposit and was given a promised delivery window of 8-12 weeks. After repeated delays, I was told on 8/13/2022 (9 months later) that my order has been canceled. Ashley Furniture customer service replied to my email that if I want my deposit back I will have to dispute the charge with my bank. Ashley Furniture has no right to keep payment for a product that they cannot deliver. That is theft by deception. I would like a refund of my deposit to be processed as soon as possible.

  Business Response

  Date: 09/17/2022

  We have cancelled the items and encouraged the customer to dispute the remaining amount with the credit card company. The reason being: we cannot refund the deposit as we never received the deposit to begin with since this deposit was made during the previous ownership. We encourage the customer to reach out to their credit card company and/or to the previous ownership's legal representation *********************, at **********************

  Business Response

  Date: 10/01/2022

  Unfortunately, the customer's comment is not accurate. We're unsure what "transfer" the customer is talking about but if it's regarding the financing, then the financed amount will show up as under "Ashley Furniture" regardless of who owns the specific store (it's a franchise). The store did initiate a refund process for that because it was in our control to do so. The remaining amount paid via credit card was paid in November of 2021 and we had no access to that to reverse. Hence our response informing the customer that they can reach out to the previous owner's legal representation *********************, at ********************** (or file a complaint) accordingly.

  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:
  

  Again, the business's response is incorrect as they falsely claim to not have custody of my order after the franchise was purchased on 4/11/2022.

  In my initial rejection, I used the word "transfer" as the store's staff told me my order had been "transferred" to their new computer systems. The store was able to give me status on my order between April and August of 2022, which indicates to me that the new franchise owner was managing my order and therefore was holding my deposit. They claim in this most recent response to have "refunded" my financed amount (90% due on delivery) which is also not correct as the financed amount was only subject to a pre-authorization which they renewed on 5/16/2022 giving me yet another indication that this new owner was managing my order and therefore held my deposit.

  There is no reason that the previous owner, or his legal representative, would be in possession of my deposit as they no longer were the owner of the business responsible for filling my order. Ownership of the business and therefore management of the order was assumed by the new business owner. Ownership of the order was evidenced by the continued processing of the order by the new owner. When the new business owner failed to fulfil the order, and indeed canceled it, the new owner became responsible for returning my deposit. If this new Ashley Furniture franchise owner did not assume ownership and management of my order, then they failed to notify me in any fashion at the time of the business transition. If the new franchise owner took over management of my order without transferring the associated deposit that is their error and should not affect returning the deposit due to their total failure to perform on the furniture delivery contract. I recommend they reach out to the previous owner's legal representation to remedy their error after they have returned my deposit.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/21/2022

  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.

  Date of Transaction: 8/14 Amount Spent: $5000 (total)I purchased a sectional and table. I was told that the table was available immediately for delivery, and the sectional was estimated to be delivered in anywhere from 2-12 weeks. I was told to call on 8/16 to get an updated ETA, but THEY contacted ME on 8/15. I was told on this call "We have your furniture in our warehouse and we can schedule delivery." We scheduled delivery for 8/18, between 2pm and 6pm. I scheduled a bulk trash pickup for my current sectional to make room for the new one, it was picked up at 5am. Drivers arrived and delivered ONLY THE TABLE. I called the store to find out where the rest of my order was, and was told that only one seat of the sectional was available, and the rest was estimated to arrive by 9/11. I told them the situation and what I was told on the phone, and stated that it was unacceptable for me to not have some kind of livingroom seating for over 3 weeks. I asked if I could have the floor model at a discount, or some kind of loaner until the set arrived. I was told that they would search for a resolution and call me back in a few hours. I waited 5 hours until closing and never received a call. No call 8/19, either. Called corporate to file a complaint 8/20, service representative did not care and instead called the store. Corporate service representative said she spoke with the store, which said they would call me before the end of the day. Waited another 5 hours until closing, did not receive a call. It is unfathomable to me that I could spend nearly $5,000 and not only experience such a colossal screw up, but also receive such a horrid customer service response.

  Business Response

  Date: 09/09/2022

  The rest of the order was delivered as of 9/2

• Initial Complaint

  Date:08/19/2022

  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 June 15,2022 I paid $1,147.48 for a couch and loveseat. It took 7 weeks to get it. When my 2 sons got it into my living room and unwrapped them, the couch had hundreds of ants running out into my living room. It took hours of spraying and then getting rid of the stink. I also had to clean my carpet again because we stepped on a lot of ants into the carpet. Dead ants!!!! I called Ashley, the man said he would call me back. Never did. Three days later, I called again. This time I told the whole story to an ans. machine. No call back. I delt with the manager, Matt H********* who was very harsh to me but said he would call back. Never did. Spoke to him a second time because his boss was upset with him. Again, harsh, and when I told him not to talk to me that way, he said he was a drill instructor in the military. He said he will speak to his boss and call me back. I said that he told me that before and never called back. He PROMISED to call back before the store closed. You guessed it. Never called back. I don't want to deal with this store again, so I'm contacting you. Do I deserve compensation for this aggravation, the ants and the cleaning of my carpet? I have a video of the ants but this letter will not take it.

  Business Response

  Date: 09/11/2022

  We apologize for the inconvenience and dissatisfaction with the product. The service center has forwarded this complaint to the manufacturer and management to discuss. We will reach out to the customer to discuss if any actions are determined to be taken.

  Business Response

  Date: 09/17/2022

  We have forwarded the complaint to management for review. Please note, however, that because the store did not deliver the furniture and because we cannot verify that the cause of the ants were from our items, there is not much that we can do.

• Initial Complaint

  Date:08/03/2022

  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.

  On 04/09/22 I purchased 4 barstools from Ashly HomeStore in Salem NH and paid by check that cleared my bank account on 04/12/22 for $1,068. In May I was notified by my bank that Ashley presented the check for payment two more times that the bank returned for a duplicate check as it was already presented and paid in April. In June when I had not received the stools I began calling the customer service number that no one ever answers leaving messages no one ever returns. I called the store itself where I was getting pretty much the same treatment. I was asked for my phone number and name but no one would ever call me back. On 07/07/22, I was able to reach Paula who was willing to listen to me and looked into the problem. She informed me that because the check was returned, they canceled the order and the stools were now no longer available. I explained that the check was paid in April and I supplied proof via email. She offered me a refund because the stools were no longer available. About a week later I received a call from the office in NJ stating that they would only give me store credit which I refused. The woman I spoke to was very nice and I explained about the check situation which was no fault of my own and she understood. She went to her supervisors who again refused to give me my money back. Knowing the whole situation, she tried her management again explaining the order was canceled due the stores error and that because the items were no longer available, I wanted a refund. On 08/02/22, I received a call from them stating that the stools were marked unavailable in error and now, miraculously I could have the stools delivered (with no delivery date) or store credit. Did I mention they are also sold on ******? I just want my money back. I have no confidence in this store or its products and they refuse to help. None of these errors over my order was my fault not to mention the fact that they tried to get paid three times with my check. Order # **********.

  Business Response

  Date: 08/20/2022

  The order was made April 9 while the store had been under the previous ownership. The check was cashed by that ownership and so by the time Regency acquired the store, the item was on order (though Regency itself did not receive credit for the furniture). There was a manufacturing confusion about whether the item was discontinued or not. The store offered the customer the following options:

  1. The customer can cancel but for store credit since the original check was not deposited in our accounts. The store credit would be valid for a year after the purchase.

  2. The store will continue to try to procure the barstools that the customer initially ordered and will deliver them as soon as they arrive.

  We hope these options provide a satisfactory clarification and resolution.