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Business Profile

Furniture Stores

Ashley Homestore

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

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:03/09/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Sales Order ********* Service Order #********** Defects in mattress and bed frame within less than a year of usage contacted several times to send out a technician, the customer service kept denying and asking for more photos when we sent out photos that clearly showed defects.when the technician finally came, he discovered 2in sagging of the mattress and the deformation of the bed frame. This is clearly a product design defect and we would want to return the mattress and bed frame. Not only is this product within its own 1-year warranty, we purchased an extra warranty from Ashley thinking it would make any potential problem easier but the customer service representative is still denying the problem and refusing the return and reselection of new product. Second phone call the customer rep was blaming the combination of mattress and bed frame that is causing the problem, but essentially it was the store advisor that recommended the combination.We would like to return both the bed frame and mattress.

  • Initial Complaint

    Date:09/26/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 received a bedroom set and hours later noticed the top was separated on the corner.You can see the glue.It was a hot day.When I saw it it was 2 hours after delivery.I contacted them on that next Monday.sent pictures and 2 weeks later still didnt hear back emailed them again and they said it couldnt be fixed it was an Unorderable part. they also said they couldnt fix it they would give me $100 back and let me keep the damaged dresser I emailed them back and said it wasnt acceptable I wanted a new one I spent a lot of money and noticed the damage right away and I want a new dresser.There telling me no.

    Business Response

    Date: 09/26/2022

    Good morning team,

     

    This customer purchased from a Licensee.

    Factory Direct of Broad Hollow, LLC

     

    Thank you,

    ***************************** | Enter Job Title Here
    Ashley *************************.

Ashley Homestore is NOT a BBB Accredited Business.

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