Complaints

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

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
• 

  Ashley HomeStore

  11320 Carolina Place Pkwy Pineville, NC 28134-6323

  
• 

  Ashley HomeStore

  233 Airport Rd Arden, NC 28704-9404

  
• 

  Ashley HomeStore

  3932 E Franklin Blvd Gastonia, NC 28056-9298

  
• 

  Ashley HomeStore

  9632 E Independence Blvd Matthews, NC 28105-4628

  

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:07/15/2024

  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 14 inch memory foam Ashley brand mattress less than 4 years ago. Upon purchase, I was told there was a 10 year warranty that came with this mattress. Over the past few weeks, I noticed white flaking coming off of the mattress. I tried vacuuming, but this white flaking is continuing and seems as though the mattress is disintegrating . I called the store where it was purchased from and they told me that the warranty for the mattress only covers "dents" and "humping ." I find that ridiculous and I feel like my mattress has some kind of defect for it to be flaking and deteriorating like this. My home is clean, nothing has ever been spilled on this mattress and it is covered by a mattress protector at all times.I'm asking for a replacement of this mattress (if it's still in production? ) or an exchange of an evenly comparable mattress. Thank you for your time.

  Business Response

  Date: 07/16/2024

  Hi there, ******!
  

  Thank you for bringing this matter to our attention. 

  We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. 

  We have scheduled service order ********** for Tuesday 7/30/2024 to evaluate the integrity and functionality your 14" GRUVE ELITE QUEEN ******** (M71431). You will be contacted the day before with the assigned estimated time window to complete the evaluation.

  Upon the completion of the evaluation, our certified master craftsman will submit a report to our service team with their findings, typically within 2 business days. Our service team will then review the findings and contact you regarding next steps. 

  We appreciate the opportunity to rectify this matter for you and hope that you find this resolution satisfactory.
  
  Service Address: 
  **********************************************************************************************************
  
  Contact Number:************
  
  Please let us know if you need to reschedule or if you desire further assistance by calling us at ************.
  
  Kindest regards,
  

  
  

• Initial Complaint

  Date:07/15/2024

  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 purchased four dinning chairs in Ashley store at "******************************". Detailed in attached receipt. They looked at worked fine. About few days ago, one leg of one chair broke off and when checking the leg, I found out that the leg pieces was broken into three pieces there are glue remainings on three pieces. It must have been glued back without any perminant repair on the chair before sold to me. Would like to get a refund of the chair, since selling a chair with severe safety concern is not acceptable.

  Business Response

  Date: 07/15/2024

  Hi there, ******!

  Thank you for reaching out to us.

  We sincerely apologize for the inconvenience and the damages to your UPHOLSTERED SIDE CHAIR (D752-01). 

  Unfortunately, we cannot offer a refund or repair services as these items were purchased from our clearance floor.  

  While we understand your frustrations, our company policy states "Mattresses, foundations, adjustable bases, Bunkie boards, metal rails, pillows, bed linens, mattress protectors, rugs,
  accessories, showroom merchandise, and clearance items are not returnable and do not qualify for a refund.". This information is located on page six (6) of your sales receipt under "Order Changes, Cancellations, and Returns". 

  Attached is a signed copy of your sales receipt indicating understanding and acceptance of these terms. 
  
  If you have any questions, please feel free to give us a call at ************.
  
  Kindest regards, 
  
  
  

   

   

  Customer Answer

  Date: 07/17/2024

   
  I am rejecting this response because: The seller tried to cover the fact that the chair was defective with only temporary glue fix. Its hard to identify until the piece broke. As a customer, I accepted as-is clearance condition such as surface chipped, or pre-clear the issues existed. The condition of the chair was not safe to be used, and I was not told any of the information when purchased.
  
  

  Business Response

  Date: 07/19/2024

  Dear BBB,
  
  We appreciate you bringing ************ concerns to our attention. We have attempted to resolve this matter directly with ******** but have not been successful in our communication efforts. We would like to address the concerns raised in his recent rejection.
  
  While we understand ************ frustration, we must clarify that the UPHOLSTERED SIDE CHAIR (D752-01) in question has been in his possession for more than one year. Regardless of whether the item was purchased as clearance, "as is," or under regular conditions, it is beyond the one-year period, and all manufacturer warranties are now void.
  
  However, we are committed to providing a solution. ******** can purchase the necessary parts to restore the chair for $15. Additionally, we recommend contacting a third-party furniture restoration company, such as the Furniture Solutions Network, to perform the necessary restoration work.
  
  We regret any inconvenience this may have caused and are here to assist with the purchase of the parts needed for the repair. If ******** has any further questions or requires assistance, we encourage him to reach out to us.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  Ashley Customer Experience

• Initial Complaint

  Date:07/08/2024

  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.

  We ordered a mattress and sheets and a mattress, protector and pillows The store insisted that we take the sheets, the mattress protector, and the pillows that day and we asked can we wait until the mattress gets delivered and they said we would prefer you to take them now so we took them. We called them within two days to cancel our order for the mattress, and we asked to return the mattress, protector and The sheets. They are in the same box that they gave us Unopened. Not used I have I have called and asked them to take back the sheets and mattress protector and I kept getting the runaround for a week. Finally, I spoke to somebody and she said they couldnt take them back once they leave the store. I said this to the manager and she said oh yes, thats happening to a lot of people. Ill have to let the sales staff know. I think its a gimmick they want you to take the stuff knowing that it cant be returned and then youre stuck with it. All I wanna do is return the sheets and the mattress protector and not have to pay for them. Other stores let you return sheets and protectors unopened. Ashley did not tell us they were non returnable. Very dissatisfied with the customer service we are receiving. We put this on their no interest payment plan for 5 years. We just want to return and not have to pay for these 2 items!! In the pictures it is items 2 and 3

  Business Response

  Date: 07/09/2024

  Hello,

  Thank you for bringing this to our attention!  It is our policy that once items have left the store, we do not allow returns.  However, as the mattress protector and the sheets are unopened, we have authorized a courtesy return on these two items.  Once the items have been received back to the store, we can process the refund.

  Thank you,

  Ashley Customer Care

  Customer Answer

  Date: 07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/04/2024

  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.

  On June 26, 2024, I purchased bedroom furniture totaling $10, 315.09. I paid in full using **** credit card. The customer code and sales order from the receipt are ********** and **********, respectively.Yesterday, July 2nd, at 2:15pm, I received a call from *****, the sales agent, stating my order, with the exception of the dining room buffet, will be delivered on Thursday, July 4, between 8am and 11am.I immediately made arrangements to have all of my furniture removed from the master's bedroom and made changes to my holiday weekend to accommodate a 4th of July delivery.Yesterday, July 3rd, at 6:22pm, I received a phone call from ***** stating there was an issue with my order and that the bed is not being delivered but has to be reordered. This is unacceptable. I immediately informed Ashley Furniture that I am cancelling the order and require a full refund. I received text messages from ***** attempting to keep my service by offering $200. It was denied. The manager, or a person claiming to be the manager, called and I also told him to cancel the order. He stated he put in the refund request. However, this morning, they attempted to deliver. I politely informed the driver that I had cancelled the order. I took a picture of them leaving for documentation purposes. I am demanding my refund of $10,315.09. Ashley Furniture is not disputing the refund...they are delaying the refund stating I have to wait until the truck returns to D.C. I am not responsible for furniture I did not receive or accept. Nor am I responsible for the driver and the contents in their truck!

  Business Response

  Date: 07/05/2024

  Hello,

  Unfortunately, our system does not allow us to cancel orders when there are items on the truck because the order is locked on manifest.  As soon as the truck was received back to the distribution center, we processed the cancellation and full refund.  We are sorry for any inconvenience that this may have caused.

  Kind Regards, 

  Ashley Customer Care

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  The refund was credited to my account today, July 8. Therefore, the issue is resolved.
  
  Thank you. 
  

• Initial Complaint

  Date:06/25/2024

  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.

  On 6/11/2024 a queen *** set was purchased (platform frame, headboard, bunkie board, and mattress). Items were delivered on 6/21/2024 and put together on 6/22/2024. The bunkie board did not fit the set purchased. I called the same day 6/22/2024 and spoke with *****. She requested photos and measurements, and determined that the measurements of the frame and bunkie board were indeed correct, we were unsure why the bunkie board was not fitting the set. She stated that the frame purchased actually did not need the bunkie board and started the return process as my husband and I do not own a truck and have no way of getting the unused bunkie board back to the store. At 1810 on 6/22/2024 I received an email stating that my return request was denied.On 6/24/2024 I contacted customer service to once again request a refund. Their return policy clearly states that if an item is damaged or defective they accept returns. A bunkie board that does not fit its intended frame is by definition: defective. ******* was quite rude with me, denying that the bunkie board was defective and without warning put me on hold and sent my call to the Raleigh store.The gentleman at the Raleigh store politely took my information, but no word has been returned.This is not a case of buyer's remorse. We are not looking for a return of the entire set. Our only request is to return the bunkie board so it doesn't end up in a landfill, and a refund of the $175.00 we spent on the defective item.

  Business Response

  Date: 06/26/2024

  Thank you for bringing this to our attention. We have approved a courtesy return of the bunkie board as the item cannot be used. The item is scheduled to be picked up next week and the refund will be processed within approximately 7-10 business days once the item has been received.

  
  Kind Regards, 

  Customer Answer

  Date: 06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/24/2024

  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 bought furniture strictly on line, never having seen or touched the furniture first. I was not pleased with the quality and feel of the furniture. Their website says returns within 30 days. Did not honor this. I called to process a refund four days after delivery and was told that I only had three days to change my mind. Cannot get anyone to work with me. I am stuck with shoddy furniture that I hate. In talking with ******* reps I was told sorry more times than I could count. So I guess they are Sorry *******. Wouldnt go there.

  Business Response

  Date: 06/25/2024

  Hi there, ********!

  Thank you for reaching out to us.

  We deeply apologize for the inconvenience. 

  Please note, our online return policy states: "You have 72 hours after a Home Delivery of an online order to report if an item is delivered damaged, defective or if you are unhappy with it in any way. Call the phone number on your emailed order confirmation and we will work with you to repair, replace or pick up the item for a return. Items ordered online for In-Home Delivery with manufacturing defects discovered after the 72 hour return period may be covered by the manufacturer's warranty, if any; please contact the customer service number listed in your emailed order confirmation for assistance."

  We received a return request for your order on 6/24/2024, five days after delivery was completed on 6/19/2024. 

  Attached is a link to our return policy for home delivery: ****************************************************************************************************************************************************************************

  Please note, standard shipping (via ************** items have a 30 day return policy however, home delivery via our delivery team has a 72 hour return policy.

  We cannot honor a return at this time due to the return request being made outside of our 72 hour timeframe. 

  Should you have any further questions or concerns, do not hesitate to contact us at ************.

  Kindest regards,

• Initial Complaint

  Date:06/11/2024

  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 product from Ashley Furniture on March 2nd 2024 for $3,263.47 in which i was told that i would be contacted when the furniture arrives and at that point a delivery date would be scheduled. a month went by and i never received a phone call. i made a call to Ashley's on April 16th around 9am to check on the status of my order and i was told that the product had not arrived yet and that they would call once the product had arrived. Another month went by and I made another phone call to Ashley's on May 3rd to be told that all of my order had arrived except 2 pieces. I asked if their was a date when the other pieces would arrive and i was told by the customer service rep that they could not see a date but would call once the rest of the order had arrived. i then requested to speak to the sales rep at the store. I was then connected to ***** at the store. He told me that the couch that i order was a big seller ant that it would be another month before I received anything and that I should receive a call in June. I called back on June 3rd to check the status once again and was told that the other pieces still had not arrived. I then requested a refund and was told that ***** would have to be the one to process the refund. ***** was not in the store and i was told that i would receive a call back once he came in for his shift at noon. I waited until 2pm for his call in which i never did and i ended up calling back. i told him that i wanted to cancel the order. he stated that he would cancel the order and process the refund and it would take 5-10 business days to receive payment. I called back on Friday June 7th to make sure that the refund was processed and i was told by the customer service rep that the refund was not processed. She stated that she was sending an email to escalate the refund. I called back on Tuesday June 11th to check the status of the refund and i was told that the refund was never processed by *****.

  Business Response

  Date: 06/12/2024

  Thank you for forwarding the guest's concerns to us.  We are pleased to confirm that the guest's refund of $3,263.47 has completed processing and was applied back to the original method of payment on June 12.  The guest should contact their financial institution to verify receipt of the funds if needed.

  Kindest regards,

• Initial Complaint

  Date:06/11/2024

  Type:Order 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 not liable for this **** with charter communications, I do not have contract with TDRCS/ASHLEYFURNDSG, they did not provide me with the original contract as i requested.

  Business Response

  Date: 06/11/2024

  Hi there!

  Thank you for reaching out to us.

  Unfortunately, I am unable to locate any account information using the the information provided. It appears you have contacted the incorrect licensee/franchise. Our licensee covers **, **, **, and parts of **. We do not cover any guests in ************ 

  Please contact Ashley Furniture Corporate at ************ regarding your inquiry.

  Kindest regards,

• Initial Complaint

  Date:06/10/2024

  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 sectional from this exact location on 11/23/2022. I was advised by the sales representative to purchase a warranty which would cover all damages related to furniture. I paid $400 for the warranty with the purchase which has been paid in full. I filed a claim on the couch due to damage from my children. The warranty claim was denied and I was provided the contact information for companies to repair it at my own cost. This was not the information I received and was told the warranty would cover it. I called the store and asked directly "hey, does your warranty cover tips tears ect to upholstery and was told immediately yes. I asked why did the warranty company deny my claim if this is what your sales pitch consists of?" I was put on hold and then told to contact customer care. I contacted customer care today 6/10/2024 @ ************ and was told there was nothing they could do. This is false advertisement on the companies behalf and its misleading to customers. If they do not wish to honor their warranty services I would like a refund on my warranty.

  Business Response

  Date: 06/18/2024

  Hi there, *******!
  We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. 
  
  We acknowledge your frustration and would like to thank you for your patience while we get this resolved for you. 
  We have contacted ************ on your behalf to get further information as to why the claim was denied. ************ stated, they have denied the claim as the photos show the damage is seam separation which is not covered under their protection plan. They do cover rips and tears but not seam separation. 
  While we understand that this is an inconvenience for you, ************ is a third party protection plan provider in which we have no authority to override their decisions. Your are outside of your one year manufacturer warranty therefore, we cannot assist with restoration/repairs. 
  However, you can contact ************ by calling ************ to request a prorated refund for your protection plan. This refund cannot come from Ashley Home Store directly as it has been 2 years since the purchase of the protection plan. 
  We appreciate the opportunity to review this matter.
  Kindest regards,

  Customer Answer

  Date: 06/18/2024

   
  I am rejecting this response because:it has not been two years since the plan was purchased. The plan was purchased in December of 2022. It will be two years as of December 2024, and the plan has NOT had any claims therefor I am requesting a refund.
  
  

  Business Response

  Date: 06/18/2024

  Hi there, *******!

  While we understand your frustrations, A full refund must be requested within 30 days of delivery. Furthermore, the refund must come from the protection plan provider as they are a separate company than Ashley Home Store. You will need to contact them at ************ to request the refund. 

  Kindest regards,

   

  Customer Answer

  Date: 06/18/2024

   
  I am rejecting this response because: the number you have listed goes to someones personal cell phone number and is not a valid business number. You are not an even taking this seriously. 
  
  

  Business Response

  Date: 06/18/2024

  HI there!

  My apologies for the typo.

  The phone number to ************ is ************ which is the number you would have initially called when you filed the claim. Upon speaking with them, you can request cancellation of your plan and a refund.

  We appreciate the opportunity to address your concerns.

  All the best, 

• Initial Complaint

  Date:06/05/2024

  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 purchased a mattress and it was deliverd on may 30th 2024. I slept on it Saturday night and woke not being able breath very good and rash on my arm chest was hurting. I went to to urgent care and they checked me out called a steroid medication and told me not get around the mattress; I contacted Ashley and they said they couldn't exchange the mattress that it would have come from customer care. I talked to customer care and said for me to contact Sealy mattress company . I did and they said nothing they can do. they that was Ashley that would have to make the exchange. I just want to get credit back on my card and I will not deal with them again and come and get the mattress I purchased from them.

  Business Response

  Date: 06/06/2024

  Hi there, ****! 
  
  It was a pleasure speaking with you today.
  
  As discussed, we have approved a reselection exchange for your EUCLID AVE FIRM QUEEN *********** Your exchange order number is: 1093338633.Please head to your Ashley Home Store located in *********, ** and provide them the exchange number and select your new mattress.
  
  Once your new mattress has been selected, our retail team will schedule a date for the delivery of your new mattress. During the delivery of your new mattress our team will remove the original mattress on your behalf. Please ensure all sheets/protectors are removed and there is no staining as our team cannot remove mattress that have been soiled.
  
  We appreciate your patience in getting this matter resolved and look forward to delivering your new mattress.
  
  Should you have any further questions or concerns, do not hesitate to reply directly to this email or call me at ************.
  
  Kindest regards,
  Armani 

  Customer Answer

  Date: 06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.