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Business Profile

Furniture Assembly Service

Ashley Furniture

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Assembly Service.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/26/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 previously filed a complaint & received complaint # ********. I tried reaching out to *************************, who responded to the complaint, with Ashley Home Store to see how much shipping would be that she referred to in the response. I left messages for her on 10/14/22 & 10/24/22, but have not received a call back. I would like to know how much shipping is.

    Business Response

    Date: 10/27/2022

    Yes, ********* reached out to me, but I was unable to call back so I sent her an email letting her know the delivery fees and she could have also called any of our Showrooms for that information as well. When she called my office and spoke with my department, she could have asked any of them, but they let her know how busy I had been which is why I at least sent an email to her address. I also submitted the email I sent and the delivery charges.

     

    Customer Answer

    Date: 10/27/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to go to the ************ Ashley Home Store location to return my current mattress & purchase a new one.   Do I just need to go to the store & explain the situation & then they will contact ************************* with Ashley? 

     

    Sincerely,

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

  • Initial Complaint

    Date:09/28/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Several years ago I purchased a queen size Augusta mattress from Ashley Home Store. Recently we decided we wanted a king mattress so I searched for Augusta mattress on Ashley's website & it showed they still carried it. We went into the store on 8/13/22 & spoke to a sales person regarding this mattress. I let her know the picture on the website did not look like our current Augusta mattress & she said the colors had changed, but the mattress would be the same so we placed the order on 8/13/22. It arrived on 9/10/22 & upon unboxing we determined this is not anything like our Augusta mattress we previously purchased from Ashley's. It's extremely hard, springy, & causing back pain unlike the one we previously purchased. I contacted the store we purchased it from on 9/15/22 to express my concerns & was told a manager would call me back. I did not receive a call back so called again on 9/16 & was told that there is a no return policy, but they would see what they could do. I received a call from Jesse with the client care team on 9/19/22 & he said there was nothing that could be done & common sense should have told me that it would not be the same mattress since I purchased my previous mattress several years back. I guess that is where I was wrong, I took the sales persons word that it would be the same mattress (since it was named the same) not expecting to be lied to.

    Business Response

    Date: 10/03/2022

    I have spoke with my boss and they said they are willing to exchange Mrs. ******** mattress under the Sleep Guarantee, even though her mattress does not meet the qualifications of the 120 night sleep guarantee. Mrs. ******** can go to any of our Missouri Furniture or Ashley Homestore locations and our sales professionals will be happy to asset her but she will have to pay for delivery. I have also submitted a copy of her receipt showing that it was signed at time of purchase and also states the qualifications of our 120 Night Sleep Guarantee but we are willing to waive the qualifications at this time. I will need to know which store she will go to pick out a different mattress so I can let our sales professionals know what we are doing. 

    Customer Answer

    Date: 10/04/2022

    Complaint: ********



    I am rejecting this response because: I don't feel I should have to pay shipping when I wouldn't be in this situation if the sales person would have been honest & said the bed may not be the same as the previous August mattress I purchased.  If she would have told me there is a chance it may not be the same, I would have probably not taken the risk & purchased it. 







    Sincerely,



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

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