Complaints

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

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• 

  Ashley Furniture Homestores

  3025 Woodbridge Ave Ste A Edison, NJ 08837-3401

• 

  Ashley Furniture Homestores

  925 Paterson Plank Road Secaucus, NJ 07094

• 

  Ashley Furniture Homestores

  461 State Route 10 Ledgewood, NJ 07852-9510

• 

  Ashley Furniture Homestores

  1895 South Rd, Suite 110 Poughkeepsie, NY 12601

• 

  Ashley Furniture Homestores

  545 N Route 17 Paramus, NJ 07652-3003

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:05/06/2025

  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.

  This problem is for Ashley Furniture and Yonkers so the gentleman came out to my house to fix this ottoman and maybe a couple months later theottoman deflated its basically like a sandwich now and its only been four years since I had this couch and I could barely use my ottoman Its supposed to be under warranty and theyre telling me that it only covers if its an accident if something happens with the frame, this unbelievable and when I bought the stuff from the from Ashley Furniture and Yonkers, they told me that it was under five year warranty and its covered from head totoe any rips tears or anything goes wrong with the couch, they will replace it, which is a lie!

  Business Response

  Date: 05/09/2025

  Good morning BBB Team,

  Thank you for the e-mail, reviewed guest order and purchased from 2021 not under manufactured warranty. 

  From what guest shared, is the inquiry that is from normal wear and tear, we do not make decisions for the Protection plan guest purchased.

  The guest can reach out and dispute the resolution offered by the plan.

  Please considered this inquiry closed, there is no other follow up from our end .

  Regards ,

  Bibi 

  Customer Answer

  Date: 05/15/2025

  
  Complaint: 23160588
  
  I am rejecting this response because: 

  I am writing to follow up on my recent furniture purchase. During the purchase, I was informed that the furniture came with a warranty covering wear and tear and any malfunctions.

  
  

  I am experiencing an issue with the ottoman, which is significantly lower than it should be and not functioning correctly. To resolve this, I would appreciate it if you could arrange for a technician to inspect and repair the ottoman. This would involve simply refilling or adjusting the ottoman to its proper height.

  
  

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

  Business Response

  Date: 05/15/2025

  Good afternoon BBB Team,

   Thank you for the e-mail, we will not provide any further service to guest, we have honored our one-year manufactured warranty, guest is asking us to service an ottoman purchased in 2021 for wear and tear. 

  We will be closing out at our end.

  Regards ,

  BIBI 

• Initial Complaint

  Date:03/27/2025

  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 sofa on 7/15/21 with a 5 year worry free warranty, One of the couches when you sit in it, it sinks in. I called the warranty company multiple time and they just keep giving me the run around. I called Ashley directly they were able t send me the cushion replacement but are saying I have to get an installer. I purchased over 10k with this company and a warranty, and I still cant get my couch fixed unless I pay out of pocket. Why would I need to pay if that is the purpose of a warranty, Please help me get this resolved. I am only asking for the couch to be fixed not a new one.

  Business Response

  Date: 04/07/2025

  Good afternoon BBB Team,

  Hope this e-mail finds all doing well, thank you for the inquiry. We would like too sincerely apologized for any inconveniences. Review guest inquiry had delivery in 2021, and from the information gathered, guest reported wea and tear issues which is not covered under guest Protection Plan. Guest reached out to us in December 2024 and expressed dis-satisfaction with the Protection Plan. Agent advised guest will order the parts as a onetime courtesy and explained due to out of manufacturer's warranty we are going to order parts but will not provide labor. 

  We encourage guest dissatisfied with resolution offered by the Protection Plan team to reach out and discussed. We do not make any decisions on their behalf.  We can provide an out-of-pocket craftsman phone number Dr. **** ************. 

  We are confirming that guest received the courtesy parts we ordered. We hope this helps to bring this inquiry to a close as we have provided assistance to our guest within our capacity of extending help to resolve our guest inquiry.

  Thanks in advance for your time.

  Regards,

  Bibi 

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23124565

  
  I am rejecting this response because:

  
  Yes, they are correct. The first call was for the sofa that had a rip and yes, it was explained that it was not covered under the warranty and that as a onetime courtesy they would have it repaired, and they did. What is in question is the other section that I purchased from them where they sent me the cushion because each time, I called the warranty company that Ashley sold, and they will not repair the couch. I called Ashley Furniture since that is who I purchased the furniture from and as a courtesy they sent me the cushion replacement and advise I had to pay for a tech to install. This is my issue why do I have to pay anyone when I paid for the warranty? I should not have to pay additional cost. Again, I spent over 10k with them and the couch is only a few years old with a warranty that is not being honored. The sales order for the couch I am talking about is *********. The cost for the 5year warranty was $649.98 and now I should pay out of my pocket for a tech to install the cushion that they sent me. Why don't they honor what they are selling or give me a refund for the warranty, and I will be happy to pay for a tech. 
  
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/08/2025

  BBB Team,

   Thanks for the quick follow up response, we appreciated our guest and is why we went above and beyond to provide courtesy parts, we will not be able to honor labor to install. The Platinum claim denied for wear and tear not covered under the plan nor manufactured warranty.

  We are verry sorry and would encourage our guest to dispute the claim with the Platinum warranty team as stated not happy with the resolution they provided. The Plan sold to guest is a third party and do not make decisions on their behalf.  

  Thanks in advance for your time and support!

  Regards,

  Bibi

  Customer Answer

  Date: 04/09/2025

  
  Complaint: 23124565
  
  I am rejecting this response because: When you go to Ashley furniture to purchase furniture the sales **** are selling the third companies service. I could understand if I choose this company on my own, but this is what you're selling at the store to your customers as worry free until you actually have an issue and then it is not your problem. If that is the case, why sell the warranty? As the company that is selling the warranty you should be demanding the company to fix the issue instead of saying you can't. It is customers like me that keep you in business. This is poor customer service. 
  
  
  
  Regards,
  
  ****** *****

  Business Response

  Date: 04/15/2025

  BBB Team,

  Thank you for the follow up response, we have provided an explanation on why our guest need to reach out to the Protection Plan and dispute the decision provided by the Protection Plan. We sincerely apologize for the experience, but we cannot make or influence the 3rd party decision. When the plan is sold to a guest fully disclosed that this is a 3rd party.

  Hopefully we have provided enough information and guidance to satisfy this inquiry in the two previous responses other than will continue to encourage guest to dispute with Protection Plan Platinum.

  Regards,

  Bibi

   

• Initial Complaint

  Date:03/21/2025

  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.

  Ashley furniture delivered a chair that had a crack to the frame on the underside. The delivery included six total pieces including a large table, a bench, and four dining chairs. One of the dining chairs is cracked beyond repair and an entire new chair needs to be replaced. My husband received the order and thought that everything looked good within 10 minutes of the delivery person leaving. We really we realized that the chair was devastatingly cracked and called the company immediately and they are refusing to replace the chair. Though upon the first call immediately after delivery, they said that they would rectify the situation and that somebody would call me to replace the chair. And now they're telling me that I've held on to the chair for so long that it's a final sale.

  Business Response

  Date: 03/23/2025

  Good afternoon BBB Team, 

  Thank you for the inquiry reviewed guest inquiry and confirmed that the service has been cancelled, and guest is scheduled for an exchange of the chair on 3/25/25.

  This inquiry is considered resolved, thanks for brining to our attention.

  Regards, 

  Bibi

  Customer Answer

  Date: 03/25/2025

  [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:03/03/2025

  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 bought a furniture set and a sofa from Ashleys. The sofa was good, but the bed frame installation had a problem. The pallets were the wrong size.Ashleys offered to provide the pallets and a technician, and I accepted. But a week later, I got the wrong replacement part. They acknowledged the error and said theyd get the right part from their warehouse.Another week passed, and a technician came, but they didnt have the pallets. They said they had an extra pallets from another job and installed the bed.The bed looked good, but when I lay on it, the pallets snapped in half, and the bed fell. I told Ashleys about it and asked for compensation, but they refused.Despite my repeated requests, Ashleys hasnt offered any compensation. They said it would take 7-10 business days to replace the missing part, but Ive been waiting for nearly three weeks.Ashleys has been unable to fix the problem. Their lack of responsiveness has left me frustrated and dissatisfied with their service.

  Business Response

  Date: 03/10/2025

  Good afternoon BBB Team -

  Thank you for inquiry, connect with guest and spoke with Mr. **** and apologized for the inconveniences. To correct guest issue, we cancel the parts and guest receiving an exchange of a new set of rails on 3/10/25.

  Discussed with guest, we will not honor any compensation due to replacing the unit. Guest provided phone number ************ to call in and ask for Bibi, on 3/10/25 if there is any issue with the exchange of the rails then we will discuss any form of compensation.

  Guest confirmed bed is on all wood floor, advised guest to buy skid pads and place under headboard legs, footboard and middle legs.

  The exchange on 3/10/25 will address the broken slats and ensure our guest inquiry is resolve.

  Thanks, in advance for your time, we appreciate your partnership!

  Regards,

  Bibi

   

  Customer Answer

  Date: 03/12/2025

  
  Complaint: 23006968
  
  I am rejecting this response because:

  they came once again and the bed frame was still incorrect going on for over a month and a half now they wont give me a refund they wont Despite repeated attempts, the bed frame remains incorrect, having persisted for over a month and a half. The company has refused to provide a refund or credit, and has now extended the wait by another week. There is no guarantee that the issue will be resolved. Consequently, I have had to purchase my own bed frame, leaving me exhausted, frustrated, and utterly disillusioned with this company.

   

  Regards,

   

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

   

   

  Business Response

  Date: 03/12/2025

  Good afternoon,

  
  Thanks for the follow up e-mail, spoke with guest and advise we will not compensate, our commitment is to ensure we resolve the issue at hand, we have cancelled the parts and exchanging the complete rails. 
  Guest was advised that will review the exchange of the rail's delivery and if we confirmed all went well, we will not be compensating. If there is an inquiry with the delivery, then we will revisit the compensation request. 

  
  We also advised for the guest to purchase skid pads, due to bed is on wood floor. 

  
  Hopefully, this clarifies the conversation had with our guest ****.

  Regards,

  Bibi

   

  
  

• Initial Complaint

  Date:02/22/2025

  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 am formally expressing my disappointment and frustration regarding a sofa I recently purchased from Ashley Furniture. The sofa I received is not the same as the one I tested extensively in the showroom.Before making my purchase, I visited three different Ashley Furniture locations, spending over an hour sitting on the showroom model to ensure it met my expectations in both comfort and aesthetics. Based on that experience, I decided to move forward with the purchase, spending close to $3,500.However, the sofa delivered to my home does not match the showroom model in terms of density or comfort. After sitting on it for less than 15 minutes, I experienced significant back pain . This is something that never happened with the showroom version. It is clear that the sofa I received does not provide the same level of support or quality as the one I tested.I reached out to Ashley Furniture to resolve this issue, but I was informed that I would have to pay a restocking fee to exchange the sofa. This is unacceptable. I purchased this item based on the expectation that it would match what was displayed in the showroom. Now, I am left with a $3,500 sofa in my living room that I cannot use.I am requesting a resolution that does not involve additional costs on my end, as this situation is due to a discrepancy in product quality.

  Business Response

  Date: 02/27/2025

  Good evening BBB Team -

  Thank you for your e-mail, reviewed guest inquiry and the reason for initiating this inquiry is the preference of the set our guest selected. In our showroom the set displayed   are there for a while. Guest purchased and received the same set claiming it doesn't feel the same way as the one in the store. this was reported right away by the guest didn't allow any time to get used to it.

   When guest reached out to us, we offer a preference reselection as we do not have a policy where our guest tries out the set they purchased and received then want to return for preference.  Guest was offered a reselection with fees but disagreed to pay any fees. is why guest initiate this inquiry stating the set doesn't feel the same as the one shown in the showroom.

  We are always committed to provide service to our guest and work with our guest, we have waived the fees for the reselection and guest chose a different set and is scheduled for 3-7-25. The guest was only charged a redelivery fee. 

  We sincerely apologized for our guest experienced with the set, but top of our mind is to ensure our guest is happy with their purchased and enjoy their furniture and is why we made this one-time accommodation.

  Spoke with guest this afternoon and confirmed the scheduled date for 3//25 receiving the new set and pick up the previously delivered set. 

  Regards,

  Bibi

• Initial Complaint

  Date:02/10/2025

  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 chair from Ashley Furniture along with a 5-year Platinum Protection Plan under the impression that this plan would ensure a full replacement in the event of damage. My order number is **********. Recently, I needed to use this protection, only to discover that Ashley Furniture is only reimbursing me the original purchase price of $170, despite the current replacement cost being $280.This practice is misleading and does not align with the reasonable expectations of a protection plan. The plan was marketed as a way to secure a replacement for my item, not simply a refund of what I originally paid. Now, due to price increases, I cannot replace the chair without paying out of pocket, which was never disclosed as a possibility when I purchased the plan.I contacted Ashley Furniture ************** and they refused to adjust the reimbursement to match the replacement cost. Instead, they are insisting that the coverage only provides a credit for what I initially paid, effectively devaluing the coverage over time. A legitimate protection plan should account for inflation and price changes, ensuring that the customer can replace the item as promised at the time of sale.I am requesting that Ashley Furniture honor the intended purpose of the protection plan and provide the full replacement cost of $280, so I can obtain an identical chair as originally agreed. If Ashley Furniture cannot uphold the promise of its Platinum Protection Plan, this policy needs to be corrected or re-marketed transparently to customers.I am seeking a fair resolution and will escalate this matter further if necessary.

  Business Response

  Date: 02/11/2025

  Good afternoon BBB Team -

  Thank you for the e-mail, reached out to guest unable to connect, reviewed guest account and the guest received full credit for chair D743-02 in the amount of $170.00. This credit issued by Platinum, guest protection plan.

  We will not be able to negotiate with Platinum to offer more than the guest paid for the chair. The guest can reach back out to Platinum to discuss the inquiry regarding the credit. We apologized for any inconvenience guest experiencing.

  Please consider this inquiry close as we are not the team the guest needs to dispute the pricing of the credit with. We confirm the guest received 100% for the chair that they paid originally for the chair. 

  We thank all in advance for their time. 

  Regards, 

  Bibi 

  Business Response

  Date: 02/11/2025

  Good afternoon BBB Team -

  Thank you for the e-mail, reached out to guest unable to connect, reviewed guest account and the guest received full credit for chair D743-02 in the amount of $170.00. This credit issued by Platinum, guest protection plan.

  We will not be able to negotiate with Platinum to offer more than the guest paid for the chair. The guest can reach back out to Platinum to discuss the inquiry regarding the credit. We apologized for any inconvenience guest experiencing.

  Please consider this inquiry close as we are not the team the guest needs to dispute the pricing of the credit with. We confirm the guest received 100% for the chair that they paid originally for the chair. 

  We thank all in advance for their time. 

  Regards, 

  Bibi 

• Initial Complaint

  Date:02/06/2025

  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.

  I bought a bed from Ashley Furniture. Within one month of the bed being delivered they sent there workers to fix the bed 4 times. Bed was not properly installed it collapsed. Damaged by hard wood floor.

  Business Response

  Date: 02/12/2025

  Good afternoon BBB Team -

  Thank you for the inquiry, fist we would like to apologize to guest for the inconvenience caused, our guest spoke with the service team and discussed possible resolution. Reached out to our guest unable to connect left a message. Reselection order entered on 2/7/25.0051734308.

  The guest confirmed for a reselection with fees, after carefully reviewed the account removed the fees charged, guest receiving full credit for the bed headboard, footboard and rails.

  The guest will need to choose equal or greater value, if guest choose the latter will be responsible to pay the difference. We will not offer a return or refund.

  The other option, to resolve, we can do an even exchange for the bed, headboard, footboard and rails. We will not be able to address the floor damaged siting the bed is the reason for the damaged. 

  We are committed to ensure our guest furniture inquiry resolved. 

  Sincerely, 

  Bibi 

  Customer Answer

  Date: 02/12/2025

  [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:02/05/2025

  Type:Sales and Advertising 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 made a purchase on 11/25/24 for furniture in the amount of over $7,700.I happen to be VIP member since I have purchased furniture multiple times and received a flyer that I would receive aa $100 gift with purchase. The furniture was ordered and was given a paper which explained that I would receive an email within 2 weeks, and I could then claim the reward. I did not receive that email I called and was told I would receive it after furniture was delivered and then should wait about 2 weeks after that. The furniture was delivered on December 13, 2024, and some was delivered January 10, 2025. I still had not received an email I called multiple times and was told I would not receive the email until after the final delivery.I did explain to the *** the reward would be given to customers when purchasing over $2,000. The first delivery was well over $2,000 so I should have gotten it back in December. I even sent an email but I was told that they dont see a voucher under this order- but they do have the order on file. I cannot get in touch with the salesperson as the store does not have a direct number to call only a service in which I left a message and never got a call back. The order was for my daughter and son in law and is under ******* ***** email ****************** but I paid with my Ashley credit card This is poor advertising

  Business Response

  Date: 02/05/2025

  Good evening, Team -

  Thank you for the e-mail, spoke with our guest earlier this evening and advised our guest will reach out to our Farmingdale store to review guest request and will reach back to guest tomorrow 2/6/25 before 5pm with an update .

  So sorry for our guest inconvenience but committed to ensure this inquiry is resolved in a timely manner. 

  Thanks again to bring to our attention.

  Regards,

  Bibi 

   

• Initial Complaint

  Date:02/05/2025

  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 am writing regarding the couch I purchased from Ashley Furniture **********, which was delivered on January 18, 2025. Upon arrival, I immediately noticed that the couch had visible stains and damage. The damage was present at the time of delivery, and I did not accept the couch in its current condition. I do not believe that cleaning will resolve the issue, as the damage appears to be beyond what can be cleaned or repaired. This couch was delivered in an unsatisfactory condition, and I am requesting a full refund of the purchase price.According to your companys policy and my rights as a consumer, I am entitled to a refund for receiving damaged goods. I would appreciate it if you could process this refund promptly. If I do not hear back from you within reasonable timeframe, e.g., 7-10 business days, I will have to escalate this matter further.

  Business Response

  Date: 02/05/2025

  Good Evening BBB Team -

  Thank you for the e-mail, a manager reached out to the guest and unable to make connect with guest. We will exchange and send out the original delivery team to make the exchange.

  The driver hoists the sofa chaise over the ********, since it was a no fit. The reason the guest wad advised a fee will be charged was for the no fit reason. We will not charge the guest any additional fee to make the even exchange, new sales number 0061718833.

  The guest can feel free to call us back at ********** or if wanted to contact the store can do so as well to schedule. 

  If do not hear back from guest by 1pm on 2/6/25, **** will reach out to guest.

  We sorry for the inconvenience our guest experience and will work diligently to ensure our guest inquiry resolved. 

  Regards,

  Bibi

• Initial Complaint

  Date:01/25/2025

  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.

  I purchased a dresser and two nightstands from Ashley Furniture in Union, NJ, and received the furniture on 1/3/25. Upon inspecting the items, I noticed issues with the dresser and one of the nightstands. The nightstand had a chipped leg, and the dresser's top was rough with unfinished edges. I contacted customer service on the same day, 1/3/25, to report the issues.
  
  A technician visited on 1/17/25, but he was not helpful. He only brought a marker, which was insufficient to fix the problems. The technician told us that the dresser was in bad condition and that they would order a replacement foot for the nightstand and replace the dresser. I spoke with a customer service agent while the technician was still at my home, and the agent assured us that the issues would be resolved.
  
  However, when I called customer service again on 1/23/25, I was told that my case had been closed, and Ashley Furniture is no longer addressing the problem. The issues have not been resolved, and they are not taking any further action.

  Business Response

  Date: 01/29/2025

  Good evening team -

  Thank you for the inquiry, unable to connect with guest, reviewed the guest account and found a gap after the craftsman visit guest home. We were not able to connect with guest earlier.

  We will own this miscommunication and will cancel any further service and parts. 

  Resolution we are going to exchange both pieces, dresser and one nightstand. The new order is **********, we have ordered and estimated to come in week of 2-5-25, when in we will reach out to guest to schedule guest delivery of the new items and pick both pieces currently in home. 

  We sincerely apologized for our guest inconveniences.

  Regards,

  Bibi

   

  Customer Answer

  Date: 01/30/2025

  [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,
  
  
  
  ******* ****