Complaints

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:08/31/2023

  Type:Service or Repair 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.

  I purchased a sofa from ****** Home Store in Salem, OR. I filed a claim re to the circumstances at that time. They picked the Sofa up on 8*12*2023 and told me that I my credit card would be credited in 7 to 10 business days. It has not been credited. I have tried to contact ****** via email re this matter on 2 occasions. I just called and my account has a balance of $729.98. I would like to have this matter resolved by the BBB since Ashley does not respond to me.

• Initial Complaint

  Date:01/24/2023

  Type:Delivery 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.

  In September 2022 we bought a temperpedic mattress and 2 temperpedic pillows from Ashley furniture. While buying them we told them we were moving few weeks after buying and they assured us over and over again that the products would be delivered well before the date of us moving and that there was no need to have them delivered to our new address. Well the 2 of the items were delivered and when the truck showed up to deliver them the other item was just missing. After reaching out 10+ times we still don't have the item. They say they every single time that they will look into since we have since moved and get back to us. Not once have they ever reached back out. We spent around $5-6k on all the items

• Initial Complaint

  Date:09/20/2022

  Type:Product 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.

  I purchased a new bedroom set during their Presidents Day promotion where I should have received a MasterCard gift card for 10% of my financed amount. I have attempted to get this issue resolved with the store over 10 times and have repeatedly been told they will start the process to get this fixed, when I call to follow up they tell me they will check in on it and call me back. I was most recently told I would receive any email so I would be able to have a point of contact since I have been having such trouble. I have never received a phone call or email. ************************* Sales order number ********* ************ ***************** Ordered from store location Salem ******

• Initial Complaint

  Date:08/08/2022

  Type:Product 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.

  On 11/28,/21 my husband and I purchased a rocker recliner and two sofas at Ashley's HomeGoods store at ************************************************************. The chair was delivered on 12/4/21 the sofas were on back order. When sitting in the chair it would pull me forward .they sent someone right out only to find that the rocking mechanism had been put on backwards. They stated it should be good. After sitting in the chair I told my husband there's still something wrong with it it doesn't lock in position when I try to recline and it's still pulling me forward. I called Ashley's and they came out again they tipped the chair upside down and took pictures so they could compare underneath my new one as opposed to the one on the display floor . I asked him at that time if I could return the chair I was told no. I got a call Ashley's telling me that there was a part missing under my chair and that they would order it and have it sent to me and for us to call them. The part never showed up I called Ashley many times never getting through. I explained that the part never showed. they informed me to call *** it was out of there hands.I called *** and they told me it had been delivered to ********. This chain of events made a decision for us to cancel the sofas. Which Ashley furniture did. So we waited for our reimbursement of $1339.90 and the part to the chair in which neither one ever showed up. We kept giving it more and more time for these things to show up and they never did. I tried calling everyday but never getting a person. Finally on April 26, 2022 we went to the Ashley store The sales rep ********************* who finally returned Our $1339.90. Again I asked about returning the chair. He said no. He assured us that he would order the part and to call them to have them come out and attach it . As of today 8/3/22 that part has not Shown up. I don't want this chair or anything else to do with Ashley Furniture. I want a refund .please help me. I I have debilitating arthritis

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair 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.

  On October 26, 2021 I ordered two items from Ashley Home Store in Salem ****** that totaled $1,890.72. I paid that day with my credit card, which was full payment. I was told at the time of purchase that it would be a minimum of 18 weeks for delivery due to supply issues and I would receive updates as my delivery date was known. I didnt have any contact from Ashley. At the end of February, I called the store to check on my order and was told they had canceled it due to nonpayment. I immediately went to the store with my paid in full receipt to talk to the manager and get a refund. I provided all my information to the person helping me, they made copies and stated they didnt have the authority in store to issue me a credit, but they would submit the information and I should receive a refund in a few weeks. Two weeks went by with no refund, I went back to the store and had to give the whole story and information again and was still told they couldnt give me a refund in the store, but they would update me. Another week went by, I called the store, no update, but I did receive a call a few days later from a store employee stating they didnt owe me any money, the previous owners of that store did, Ashley was in the process of taking over the store from local ownership at the time of my purchase. After another week, I went to the previous owners store Kellys which is attached to the Ashley store and spoke to them about the situation, at that time I was told Ashley corporate had bought the entire book of business and they were responsible for my refund. I went back to Ashley, I had to explain the whole situation again. I called back a week later this time I was told that my original purchase was refunded the day of my purchase through a charge back to my card. This didnt happen, I have all my statements to prove I have never been credited. I was told by their employee that Ashleys accounting department doesnt make mistakes, it was my mistake.