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

  
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  Ashley HomeStore

  3932 E Franklin Blvd Gastonia, NC 28056-9298

  
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  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:06/04/2024

  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.

  Ashley delivered a TV stand/cabinet with a crooked door. The repair man refused to fix this and left it in worst shape. Ashley replaced the unit, but it had the exact same problem. I requested to return all the furniture purchased (as it was all matching).Ashley is now stating there is nothing they can do.

  Business Response

  Date: 06/04/2024

   

   

  Hey there!

  Thank you for bringing this concern to our attention.

  Unfortunately, We are unable to access any orders with the information provided to us.

  This guest resides in ** please forward this complaint forwarded to the appropriate licensee.

   ***************************

  **************************************************************************
  Daytime Phone: ************
  E-mail: *******************

  Thank you!

• Initial Complaint

  Date:06/04/2024

  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.

  Model: ***************** U2570582 - These items were delivered on May 2, 2024. While the delivery persons were still here, I pointed out that there was an issue with the couch and that it looked defective. He told me that it was just the leather and that it would straighten itself out in a few days. I then said are you going to contact someone to tell them? He said I will take picture and send it to them. I said, shouldnt we call someone? He said no, it will work itself out in a few days. Unbeknownst to me, the delivery people are not employees of Ashley Furniture, although he led me on to believe that he was as he never told me that he wasnt. Are these people not trained to explain to the consumer that they are ONLY the delivery service and are not affiliated with Ashley Furniture and that I should contact Ashley Furniture??? The master craftsman came to fix my sofa on Friday, May 31, 2024. He was here for a couple hours. He completely dissected every part of my sofa, stuffed it with the materials that were delivered. He somehow managed to cause the left side of the sofa to separate from the console area making a 2 inch gap, causing it to shift while reclined, and there is a piece of wood that sticks through the gaping hole between the back cushion and the seat cushion. This is due to him saying I can fix the seat to pull it back a bit. The left side of the sofa now slopes to the left, the ********** cushions are uneven, sloping to the right. While he had the back and seating/leg/foot section removed/separated and upside down on my floor, he for some reason needed to shoot as many as at least ***** staples into my sofa, that I could see with my own eyes. This cannot be seen unless it is taken apart of which I cannot do. However, I saw it as he was doing the stapling and just before he put it back together. I want this garbage picked up and delivered to an Ashley employees home to sit on and fully refunded.

  Business Response

  Date: 06/06/2024

  Thank you for forwarding the guest's concerns to us.  We have spoken with the guest who has graciously accepted an exchange for a new loveseat to resolve the issues with the one in her home.  We look forward to delivering the brand new one for the guest in the very near future.

  Kindest regards,

  Customer Answer

  Date: 06/06/2024

   
  I am rejecting this response because: I spoke with **** and he was very helpful in working out a solution for the issues I was having and I agreed to a delivery of a replacement sofa. That sofa arrived today, completely defective. See video. Neither side reclines properly and neither side closes properly back to a sitting position. Therefore, I rejected this sofa. The delivery drivers left and said that they would have to come back for it after they made their other deliveries. Please note, I do not appreciate your delivery driver trying to coerce me into thinking that the malfunctions of this sofa were normal (e.g., after my 3 attempts to recline the loveseat back into sitting position didn't work and he tried it a couple times after me and it finally worked, acting as if I was not pressing the right button).
  
  
  I tried reaching **** in Customer Solutions at the phone number he gave me, ************, but all I seem to get are people who can't follow instructions and three times I was transferred to three different stores.
  
  
  I want this furniture out of my house, it is NOT safe! I also want the chair removed from my house, which has not even been sat in yet and I don't want to know what unsafe problems will arise from that nor do I ever want to deal with Ashley Furniture again. 
  
  
  Requests:
  At this time, I will not be accepting any more dangerous furniture from your company and request a full refund of my monies paid for both furniture items, the loveseat and chair, $3,315.00.
  
  
  I am upset, this situation has given me anxiety. Please arrange for this chair to be picked up as soon as possible, preferably at the same time they come back for this loveseat. My BBB complaint will remain open. The best resolution now would be to honor my requests. Please see video attached of the new loveseat delivered today.
  
  
  
  

  Customer Answer

  Date: 06/07/2024

  The video will not upload. A copy of this was sent directly to the case worker for this complaint at ************************************************.

  Business Response

  Date: 06/07/2024

  Thank you for the additional information.  In consideration of the circumstances, we are accommodating the guest's request.  A pick-up and return of the items purchased is tentatively scheduled for **** 11.  Once returned, her refund will process within approximately 7-10 business days back to the original method of payment.  The guest has graciously accepted this resolution as presented and we look forward to completing it for her as quickly as possible.

  Kindest regards,

• Initial Complaint

  Date:06/04/2024

  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.

  On June 1, 2024 furniture was delivered from The ***** Way Logisitics, LLC company (Phone: ************). The interior of my home was damaged by the delivery company, which includes drywall stripped to the metal vent on corner of stairwell. As well, scuff marks and small ***** in drywall. I called the company Riverstone Logistics (Phone: ************) to file a claim. I reported claim and sent all photos, documents requested per e-mail. I then received a phone call from a representative of The ***** way Logistics, LLC. stating that he had received the claim and asked me to send photos of the damages. That "they handle the claim and independent contractors." Additionally he stated "I find this hard to believe." i advised i had no problem sending the photos and that the claim company of Riverstone Logistics had been contacted. I then received a phone call from *************************** stating nearly the same, that they had reviewed the photos and that it looked like "a little putty and paint would fix it." She advised "we will send you a money order for $100, where do you want it sent." I advised her that it would take more than this from my speaking to a contractor and i would need to call the claim service first. ***************** seem disturbed and stated "well, we handle our claims, the company will just call us." Further stating, "we can have a contractor come out and fix it." I then inquired, what contract company would it be, so that i could verify them and see a website, etc. ***************** simply stated, "Our contractor." I proceeded to call the Riverstone ***************** again. The Riverstone company was confused as to a "******" claim, and i had to further verify for a second time "****** Furniture." I then received an email from The ***** *********** that was forwarded to the ******* ********** and cc'd other individuals. The e-mail claims i was "insistent" on calling the Claim ********** to verify procedures. Unprofessional from all sources, unethical.

  Business Response

  Date: 06/04/2024

   

   

  Hey there!

   

  Thank you for bringing this to our attention

  We understand that we have inconvenienced the guest heavily during this process; for this we offer our sincerest apology. It is never our intention to affect our customers.

  A in-home damage claim has been submitted to our in-home damage team, please allow them up to 7-10 business days to contact the guest.

  Thank you!

• Initial Complaint

  Date:06/03/2024

  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 couch from the Ashley Furniture Store on 4/30/2022 and was reluctantly convinced by the sales lady to purchase their 5 year warranty which she stated covered "pretty much anything". This extended warranty was positioned, or we were made to believe it was an "Ashley Furniture Warranty", but is rather something they sell on behalf of ************ Services. We've had numerous quality issues, which have been an absolute inconvenience to get repaired, as it has taken numerous phone calls/emails to get each incident resolved, which was done directly through Ashley Furniture. However, recently we noticed that there was a tear in the armless power recliner part of the sectional sofa and submitted yet another claim. We were told by the Ashley *********** that the sofa was no longer covered under the manufacturers warranty, but not to worry as we had an extended warranty through ************ Services. We then submitted a claim with pictures of the affected area which shows a tear in the sofa fabric, which is located near a decorative seam. On May 7th, 2024, we were notified by email that they were denying our claim because "the warranty does not cover seam separations". It was an obvious tear and their denial was final and they were more than happy to recommend a repairman at our expense of course. I called Ashley ************* and was told they are unable to override the decision made by ************ Services and we could pay to have it repaired. I find this unacceptable that a sofa costing $3,000+ that has a useless warranty when we go to use it. I'm requesting that section of the sofa be repaired or replaced at no expense to me per the warranty, and the implied warranty the sales lady made when I purchased the sectional sofa.

  Business Response

  Date: 06/06/2024

  To whom it may concern, We have spoken with the customer. We have currently ordered the parts needed to repair the item as a courtesy however we are currently waiting on pictures from the customer in order to further evaluate the issue. Once we have received the pictures, we will reach back out to the customer within ***** with resolution options. If there are any additional questions or concerns, please email us at ************************************* or call our ************************ at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM. Warm regards, Ashley Customer Care

• Initial Complaint

  Date:06/03/2024

  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.

  On March 29, 2024 we purchased a lift desk for my college daughter's apartment. The desk was delivered, assembled and did not function. We contacted the Store immediately and were told something would be done to resolve the issue. In April we contacted the Store and **************** and were told something would be done. In May I contacted **************** again and were told a part would be sent. As of June 3 no action has been taken by Ashley Furniture to repair the desk.

  Business Response

  Date: 06/03/2024

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

  Thank you for bringing this matter to our attention. 
  
  I deeply apologize for the issues you have experienced thus far. I have cancelled your service order and keyed an exchange. I have notified our warehouse team to have the unit pulled and thoroughly inspected prior to being loaded on the truck for delivery to ensure a seamless exchange/delivery.
  
  We are estimated to receive a new shipment of the ADJUSTABLE HEIGHT DESK (H302-29) within the next 2 weeks. As soon as the shipment arrives from the manufacturer we will assign a unit to your order (exchange order #: **********) and immediately contact you to schedule delivery. 
  
  Upon the successful completion of delivery, please contact me directly via email at ************************************ to receive compensation for the inconvenience. 
  
  We apologize again for the delay in rectifying this matter and greatly appreciate your collaboration as we work towards resolving it!
  
  Kindest regards,
  

• Initial Complaint

  Date:05/22/2024

  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.

  The loveseat upper section appears bent to the sides and the center console doesnt line up with the rest of the seats. I called customer care within one hour of delivery and was told they would exchange it since it was just delivered and the customer sales person told me to check the replacement before the del staff leave and if no satisfied refuse the replacement. Claim was filed Fri 5/17/24 and was sent to their claims section, then photos were requested, the the denial letter only offering a store credit or a small refund. I told them I wanted the item replaced with a new undamaged one and they refused stating my claim had been reviewed at their highest level and those were my choices. Poor customer service for a new purchase

  Business Response

  Date: 05/22/2024

  Spoke with the guest via phone. 
  
  I have approved him for an even exchange & he has accepted my offer to allow us another attempt. 

  An exchange will eb keyed and the guest will receive the details on when he will receive his new loveseat recliner. 

  Customer Answer

  Date: 05/23/2024

   
  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:05/20/2024

  Type:Customer Service 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.

  My fiance and I bought a table at the Ashley store in *****, Nc on 4-20-24. Upon delivery the crew told us that the hardware bag was missing. So we called customer service and they advised us the best option is to leave the table at our home and they will have us a parts bag in 5-7 days. A week goes by and no call, so I call for an update, they say it shows itll be delivered in 2-5 days. So then another week goes by so I call back and they tell me that order was canceled 4-27-24 and wouldnt give me a reason why, only that they can re order the hardware. So another week goes by and no call. My fiance calls this time and they tell her they cant find our order or account, That someone will contact us in 3-5 days. Once again another week goes by and no call. Until we receive a bag in the mail. Upon opening the hardware bag it only contained 8 bolts instead of 28 that was supposed to be sent. Also the bag was dated 4-27-24, which we were told was cancelled. So I contacted Ashley Store once again and was told they couldnt find our order or account once again, that someone will contact us in 3-5 days. At this point almost a month later and getting nowhere, my fiance filled a complaint to the BBB about Ashley Furniture. The next day (5-16-24) someone contacted us from Ashley concerned about the complaint and said they would be on top of this situation and that our hardware bag is on the way and should be here either today or tomorrow by 6:00pm (5-16-24 or 5-17-24) Which we received the package of on 8 bolts instead of 28 on 5-16-24. They claimed that the package coming was the correct one and had everything. So about 6:30 on 5-17-24 my fiance contacts the person from Ashley Furniture to tell her that the package wasnt delivered. All they said was that it was in the system somewhere and that was it. At this point Im filling this 2nd BBB complaint about Ashley Furniture because we want a refund for incomplete order and delivery, lied to and scammed.

  Business Response

  Date: 05/21/2024

  Hi there, ********* & Savannah!

  
  A return is currently in the system to have the following items picked up: RAKE-BACK SIDE CHAIR (D647-01) x6, DINING ROOM TABLE BASE (D647-55B), RECT DRM EXTENSION TABLE TOP (D647-55T) and DCPLUS399 (protection plan). These items are scheduled to be picked up on Saturday 5/25. You will be contacted 48 hours in advance regarding a timeframe of arrival. Upon the successful completion of the return, your refund will be issued to ******** your finance provider, within 1-2 billing cycles. 

  
  We appreciate the opportunity to rectify this matter and look forward to getting your refund issued. 

  
  Kindest regards, 
  
  
  

• Initial Complaint

  Date:05/20/2024

  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.

  ******** was made in August of 2022 was promised a delivery for the same month.Furniture was delivered October 2022 - The wrong Sofa was delivered and the dinning room chairs were the wrong color. The ******************** was delivered broken the shelves would not lie flat and it was off center. When they delivered the sofas they caused damage to my home. The delivery drivers took images and reported to supervisor while in my home and the same day while the drivers were in my home I called customer service to report refusing delivery of the sofa because it was the wrong item and reported the damage to home as well as the broken tv stand and wrong color chairs. Was informed to refuse delivery on sofa and that they would schedule repair for the tv stand. We opted to keep the chairs in the wrong color because we had no other furniture for over 2 months and Thanksgiving was around the corner. November 2022 Sofas were delivered again and once again they sent over the wrong sectional pieces. We refused delivery on the center piece and opted to keep a smaller sectional because the holidays were near. Never received a credit for the returned sectional piece.6/2023 we finally received the pieces to repair the entertainment center after many service calls and complaints. The dinning room chairs were serviced twice during this time and the las person that serviced told us they were discontinued due to the same issue we were having. 5/2024 we finally get an assembly team out to the home to repair the entertainment center. they were not able to repair it and we were told there was nothing that can be done because it was purchased in 10/2022. After hours of phone calls one gentleman stated that he would issue an exchange for the entertainment center. We are still waiting on delivery. We received parts to repair the sofa and chairs and have tried several times to schedule a repair but keep being told we will get a call back.

  Business Response

  Date: 05/20/2024

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

  Thank you for reaching out to us.

  We deeply apologize for the issues you're experiencing with your merchandise.

  Your exchange of the EXTRA LARGE TV STAND (W755-68) is currently scheduled for Thursday 5/23/2024. You will be contacted 48 hours in advance regarding a timeframe of arrival.

  Please note, our service technician appointments open up at the end of each month and you are at the top of the list to be scheduled. As soon as they have completed scheduling, you will immediately be contacted to have your repair(s) scheduled.

  We apologize for the delay in rectifying this matter and look forward to getting this matter resolved in a timely manner.

  Kindest regards,

• Initial Complaint

  Date:05/16/2024

  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.

  We had a horrible experience with Ashley Furniture. We bought a dining room table and chairs on April 20th, but when it was delivered on April 27th, the hardware bag was missing. We were told to reorder the hardware bag, but two weeks went by, and we didn't hear anything. When we called customer service again, they said the original order was returned without giving us a reason. We asked if we could return the table since we didn't have all the parts, but they said we couldn't since it was already delivered. The representative had the nerve to say that we had already been over this, which made me very upset. Eventually, we received the bolts on March 15th, but there were only 8 instead of the required 28. The package also had an incorrect date, stating that it was sent on April 27, 2024. When we contacted Ashley Furniture, they said they couldn't find our account, but after we sent a picture of the receipt, they found it and promised to reorder the parts. We feel scammed out of our money and product and will never shop at Ashley Furniture again.

  Business Response

  Date: 05/16/2024

  Hello! 

  Thank you for sharing ***************************** concerns with us. We apologize for the inconvenience we have caused as it is never our intention to affect our guests in this way. 

  We have spoke with ************************* and are working toward resolution. We have laid out a plan of resolution and will be monitoring the situation closely to ensure timely and adequate resolution. ************************* has her resolution expert's direct contact information. 

  We appreciate your assistance in this matter. 

  Best Regards
  May 
  Ashley Customer Care

  Customer Answer

  Date: 05/18/2024

   
  I am rejecting this response because:
  
  May called me on Thursday of this week and ensured that she would help me through this. She said that the remain hardware should be delivered Thursday night or Friday. If not they would do an exchange. 
  

  The remaining hardware is still not here as of Saturday May 18th. May has not responded to my inquiry about this. 
  

  I would like at this point to return the table and be done with Ashley Furniture. This has been more than a hassle and a headache for a kitchen table. 

  
  

  Business Response

  Date: 05/20/2024

   

   

   

  Hey there!

  A return/refund has been keyed on behalf of the guest.

  We have contacted the guest via phone to confirm this return/refund, at that moment they confirmed they was already made aware of the return/ that will take place on 05/25/2024.

  Warm regards

• Initial Complaint

  Date:05/15/2024

  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.

  We purchased a table, chairs and bench as well as the damage/repair insurance that was delivered on 4/26/24. We were asked to sign to confirm delivery on an iPad. Within 30 minutes of the delivery, we realized that the mechanics inside of the storage bench were broken and the legs were scratched. We called immediately and were told that the only option was to have it repaired. They claimed that since we signed at time of delivery, that we were signing to confirm that we inspected the furniture. And they stated that there was nothing that they could do. (We were never asked to inspect the furniture and it was not told to us what we were signing for anything other than to confirm delivery). They stated that a Replacement item would not be considered. They would not schedule a service at the time of the call and instead said they would ship us the parts and then we would have to call back to schedule the repair. When we received the parts in the mail and called the next day to schedule delivery, We were told that there was no availability to schedule and that we would be added to a watchlist. 12 days later we still had not heard anything. We called again to schedule a repair and were again told that there is no availability to schedule a repair and would be put on a watchlist. Obviously, since we paid in full at time of ordering the items on April 7th, were then given damaged items (which we did not agree to buy-we agreed to buy new, intact, undamaged items) and with no follow through on a repair, this is unacceptable. **************** has been entirely unhelpful and unempathetic and we would now like to escalate our concerns.

  Business Response

  Date: 05/16/2024

  Good Morning Team,

  The following guest has been contacted and advised that we have approved and scheduled an exchange for their storage bench which is scheduled for next week May 24, 2024. The guest was completely satisfied.

  Customer Answer

  Date: 05/16/2024

   
  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, assuming that they follow through on their promise to replace our items on May 24th. 
  
  Thank you.