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:05/14/2024

  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.

  Purchased an adjustable mattress on a **************************************** 2023. Received the first statement and the terms were changed to 36 months. Reviewed twitch the sales manager, April. She said she would fix the error. She asked me sign new forms. I not sure the bed we received had all the features we ordered. Suggested we return within warrant period. Called Ashley and submitted documentation after 3 months. No change. Appeal denied. Sales rep says it takes months to adjust. Its been six months and the original terms have not been honored. Calls and messages are now left unreturned.

  Business Response

  Date: 05/22/2024

  Hello! 

  Thank you for sharing ********************** concerns with us. We have reached out to our financing partner and can confirm that the financing terms have been updated from 36 months to 60 months. We have spoken with ******************, advising the same. We have also provided a 400$ Goodwill Compensation as an apology for the experience. 

  We appreciate your efforts. 
  Best regards, 
  May - TFMA

   

• Initial Complaint

  Date:05/12/2024

  Type:Delivery 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 sleeper sofa in 2023 from Ashley. During the purchase I was told that I could send furniture back if I was not pleased with my purchase, the sleeper looked nothing like the set I saw in the store. I informed the delivery team that the furniture was not to my liking, the team took the furniture back to the store. I was still charged delivery fees

  Business Response

  Date: 05/13/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We have attempted to reach the customer by phone and were only able to leave a voice mail in addition to emailing the customer to discuss the issue. We reviewed the account and see that the customer was charged a cancellation fee in accordance with our Terms and Conditions for cancelling the order after the 3 days from the point of sale. The customer refused the item due to the item not fitting in the home. The customer then cancelled the order in leu of reselecting which is when the cancellation fee was charged. We have provided the customer with a copy of the Terms and Conditions agreed to at the point of sale as well as a copy of the cancellation fee charge receipt.

  If you have any additional questions or concerns, please email ************************************* 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
  
  

  Customer Answer

  Date: 05/13/2024

   
  I am rejecting this response because: I was not emailed nor was I called.  I was also not allowed to choose another item
  
  

  Business Response

  Date: 05/14/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We have reviewed our records and see that an agent attempted to call the customer at 3:19 pm on 5/13/24 to the main number on the customer's account. In addition an email was sent at 3:35 pm on 5/13/24 to the email on file. All calls and emails are documented and logged automatically. If the account contact information is in need of updating, please notify us. If you have 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
  
  

   

  Customer Answer

  Date: 05/22/2024

   
  I am rejecting this response because:
  In 2023, I purchased a sleeper **** from Ashley Homestore in ************, **************. During my purchase, I asked my salesperson to show me the various types of sleepers they had on the floor. The salesperson informed me that the loveseat sleeper that would be best for me was not on the floor, but he showed me a queen **** sleeper that was supposedly identical to the one I wanted. I agreed to the purchase and charged the sleeper to my Synchrony credit card. During this purchase, I was not asked about the dimensions of the couch sleeper, nor was I asked to measure my doors. Furthermore, I was promised that if I was dissatisfied with my purchase, I could return the furniture. On the day of delivery, the couch sleeper was found to be too large for my inside doorway, and it did not resemble the queen **** sleeper I had agreed to in the Ashley Home store. The delivery drivers informed me that **** sleepers are large items and are sent back frequently. I informed the delivery drivers that I needed to come inside the store to make another transaction. I waited a few days for someone from Ashley to contact me about the problem, but no one phoned. I waited a few days for someone from Ashley to contact me about the problem, but no one phoned. I eventually phoned the store and was not assisted; I had to call Ashley at least four times to correct the mistake before they placed the delivery amount on the Synchrony card. Why am I paying delivery fees when I intended to make another purchase but was denied the opportunity?
  

  Business Response

  Date: 05/22/2024

  Hi there, *******!

  Thank you for your detailed reply.

  While we understand your frustrations, per our terms and conditions,  "There are no returns/refunds once a delivery/pick-up is accepted. As such, please inspect the condition and functionality of your merchandise thoroughly. Any exceptions to these terms may only be authorized by our ************************ and may incur additional restocking and delivery fees if approved. Unfortunately, exceptions are not eligible with the following products: delivery fees, mattresses and all sleep related product, rugs, accessories, showroom merchandise, and clearance items."

   It is also outlined in our terms and conditions that changes to your order, including cancellation, after three days from the original date of purchase incur a 10% restocking/cancellation fee. 

  We have attached a signed copy of your sales receipt indicating understanding and acceptance of these terms. 
  
  If you have any questions, please feel free to reply to this email or give us a call at ************.
  
  Kindest regards, 
  
  
  

• Initial Complaint

  Date:05/08/2024

  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.

  On April 15th, 2024 I went into Ashley Furniture Store located at *********************************************. I went in with my parents and my sister to make my first big purchase on my own, Im ********************************************** is named Sunshine. She sold me a Tempur-pedic mattress/bed. The total for this transaction was $5,295.97. I was told and assured by ******** that if I was not completely satisfied with the mattress that I could return it within 90 days with no problem at all. As I was signing on an iPad for the purchase she scrolled through the pages so fast as to not allowing me to read. She scrolled to the signature portion and said with your finger sign there, there and there. Now I cant seem to get comfortable in this bed. It is too hard and I have not had a good nights rest since it was delivered to me. I work at the airport, Im a TSA officer and I need to rest in order to perform my job duties at 100%. I contacted Ashley customer service and was told I need to sleep on the bed for thirty days before I can even attempt to get rid of it. I went to the store personally and spoke to a manager ***. She advised me that I had to keep it for 30 days and furthermore that I couldnt return it because it was their policy not to accept returns. I called and spoke to a manager in customer service and was told the same thing. Sunshine lied to me. She told me if I was not completely satisfied that I could return it and now Im stuck with this bed. When ******** was confronted of course she denied ever saying this but there were four of us there that heard her say this. My mother was apprehensive about me buying this bed and ******** assured her that I would be able to return it so I bought the bed. Now Im stuck with this bed that I cant sleep on for 30 days and I dont even want it anymore nor do I wish to do business with Ashley Furniture anymore because I was lied to. Please help me with this issue? Order # ********** Customer # **********

  Business Response

  Date: 05/09/2024

  Thank you for forwarding the guest's concerns to us.  Per the Terms & Conditions of the sale, we are unable to accept a return of the mattress.  We are very pleased, however, to reiterate that the guest can take advantage of the comfort guarantee exchange program once he has has the mattress for at least 30 days.  We apologize for any miscommunication at the time of sale.  A comfort guarantee exchange must be utilized between 30 days and no more than 90 days from delivery.  We suspect it was the latter end of that timeframe which may have created some confusion.  Once the guest has had the mattress for 30 days, we invite him to send an e-mail to ************************************* requesting the comfort guarantee exchange and submitting two pictures for evaluation: one showing the top of the mattress (with no coverings) and all four corners visible.  This is to ensure there are no stains or soiling on the mattress.  The other picture must be a close-up of the law tag attached to the mattress (with the "legalese" on the tag).  Once the guest is notified of approval of his request, he can visit his local Ashley HomeStore to reselect to a different mattress.  We apologize for the inconvenience about the 30-day wait for the exchange, but are more than happy to review his request once made at the end of that period.

  Very kindest regards,

• Initial Complaint

  Date:05/03/2024

  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 April 6th I purchased a bed that ended up being too firm. I called on April 16th and was assured that I could simply exchange it for $100 more; this was noted in their system. Needless to say, that was not true and caused a significant expense to our family, and undue stress and hardship that could have been avoided by providing the right answer the first time. To add insult to injury, the answer wasn't supported by the company and nothing was offered to mitigate the additional expense. The bed was purchased for my dad with stage IV cancer to ease his transition moving from WA state and **, so this was particularly disappointing. (**** did say they would offer "something" when I inquired, but wasn't offered proactively and of course wasn't meaningful in comparison to the added expense.)

  Business Response

  Date: 05/05/2024

  Hello! 

  Thank you for sharing ********************* concerns with us. We have thoroughly reviewed the matter and determined that we cannot ***** an exception to our sale's terms and conditions and our Comfort Guarantee program. While we empathize with the battle her father is enduring, an uncomfortable mattress is not a defect and as such an exception cannot be made. 

  In support of this decision, we have attached snippets from her sales receipt. We apologize that there is nothing more we can offer to *****************. 

  Thank you for your diligence. 
  Ashley Customer Care

• Initial Complaint

  Date:04/23/2024

  Type:Delivery 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 furniture from the store at this address (**************************************************) on 11/07/2023. It was delivered on Friday, November 17th, 2023. On the date of delivery everything arrived as expected however once the delivery drivers left I noticed my Apple Airpods Pro earbuds were missing. I thought I misplaced them and did quite a thorough search of my house until it dawned on me that MAYBE one of the delivery drivers grabbed them off my kitchen counter. I started doing some research and figured out I could track the earbuds using the "Find My Devices" app. The app showed them around the corner from my house so I went down the road, around the corner, there they were on the side of the road. They were broken.I called the phone number provided via email *************) and reported the incident and was told I would hear back that day. I didn't hear anything for a few days so I called back and was told I would again get a call back from someone to discuss the incident. On my last call to that number I asked for the company they used for delivery and was told Riverstone Logistics. I called this company after finding a phone number online *************) and was told I'd receive contact from someone which I did on 11/29/2023. *********************** ************************************** emailed me telling me he was saddened to hear of my experience and that my complaint was received and my concerns addressed. I let him know my concern was not addressed because I had to now replace my $250 earbuds that their employees broke. I followed up with ******* and didn't hear back. I went to the store of purchase and spoke with someone there who told me they'd speak with the regional manager about the incident and that I would hear back as soon as possible. I didn't hear back. I called the store and was given a case #********, emailed *************************************** and haven't heard anything. I just want to be compensated for the earbuds as they were expensive and need replacing

  Business Response

  Date: 04/23/2024

  Thank you for forwarding the guest's concerns to us.  Several hours after his delivery, this guest contacted us to report that he had been missing ear buds which he had previously seen the night before, that he used a GPS feature to locate them and that they were in the grass relatively close to his home.  It was the guest's belief, as he expressed it, that our delivery team had taken the ear buds with them when they left his home earlier that morning, and that they had thrown them out the window as they drove away.

  After reviewing the information provided by the guest and researching the alleged incident, it was determined that the guest's allegations were without merit.  That is, there was no evidence of wrongdoing or culpability presented by the guest.  Furthermore, the guest initially reported the ear buds as found in working condition and stated that the matter was settled.  It was only later that the guest contacted us and then stated that the ear buds were not working and it was at that time that the guest requested we pay for the ear buds.

  The guest's allegations of impropriety were not substantiated and disconnected from some of the statements made to us.  We encouraged the guest to file a police report regarding the incident should he feel the need to do so, but have not been notified of such a report being filed.  Our last communication with the guest, denying his request for compensation for the ear buds was ******* 4.  At that time, the guest was notified that we have to decline his request.  Given no change since then, our decision remains binding.

  Kindest regards,

   

  Customer Answer

  Date: 04/25/2024

   
  I am rejecting this response because the business is in the wrong here. Someone essentially swiped $250 off my counter (plus the $40 tip) and they have taken absolutely no accountability this entire time. I am completely taken aback by the lack of support and care taken by Ashley Furniture. Where I work when a mistake is made we fully support the customer. I will never be doing business with them again and will make sure my friends and family know all about this experience.  Im truly shocked at this response. They really dont care about their customers and their experience. Ashley Furniture steals and lies and thats how I see them now as a business. 
  
  

  Business Response

  Date: 04/25/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We understand that the customer is not satisfied with the outcome of the claim however this complaint has been closed. The customer had the opportunity to file a police report to address his concerns regarding his personal property and there has been no documentation of a report being filed. The customer previously confirmed the item was found and in working order therefore closing the complaint with us. In addition, there was no evidence of wrongdoing or culpability presented by the guest. Our last communication with the guest, denying his request for compensation for the ear buds was January 4, 2024. At that time, the guest was notified that we have to decline his request. Given no change since then, our decision remains binding.

  Warm regards,
  Ashley Customer Care
  
  

• Initial Complaint

  Date:04/22/2024

  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 ordered a sofa and mattress with Ashley Home Furniture on 3/29 at their E ************************* location in *********, **. Sales order # is **********. The order arrived on 4/3, I let it air out for the stated 24-48hrs , laid on it 4/6, I contacted the store manager on 4/8 to let him know the mattress is hard, can I exchange? The mattress is supposed to be medium comfort, but its very firm. The company sent a technician on 4/18, he measured and laid on the mattress. The technician stated it is firm, but he cannot say what will happen, h*** just place the notes. I received a call from the Service team on 4/18 after the techs left and the rep advised its not defective meaning its useable. They transferred me to comfort guarantee, the rep in that department advised theres no comfort guarantee for this mattress and said to call the manufacturer warranty. I called the number they provided and the rep was not sure why they placed me over to them. I explained I wasnt aware that this mattress was not comfort guarantee nor that this particular was not exchangeable, as it was not disclosed. Hence if it was disclosed I wouldve never purchased it. The rep understood and transferred me to a customer care manager. The manager advised the same thing as the previous rep and checked to see if the mattress could be unstuffed, it cannot. I was offered in store credit of $110 or $60 compensation to original payment method. ******** care declined an exchange on 4/22/24 and apologized for the inconvenience. I spoke with the customer care manager again this morning and explained- I dont understand why it is so hard to exchange a mattress that is not sold as advertised. The mattress does not their terms of a defect.I only want to have a great sleep, a mattress should not hurt my back. Nor should a representative state you could buy another one and put that in a guest room at your moms or something idk. There should be a courtesy exchange. I can be reached at ************.

  Business Response

  Date: 04/22/2024

  To whom it may concern,

  Thank you for bringing this complaint to our attention. We understand the customer's frustration with the exchange denial. We have emailed a copy of the sales receipt that include the terms and conditions from the point of sale, stating that all sleep items are final sale and that the mattress selected by the customer does not fall under the Mattress Comfort Guarantee program. We did have the mattress evaluated for a manufacturer defect and the item did not qualify. We have presented a new compensation offer and are waiting on a response.

  If there any additional questions or concerns, please email ************************************* 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
  
  

  Customer Answer

  Date: 04/22/2024

   
  I am rejecting this response because: yall are not sorry for the inconvenience, you state that all sales are final upon receipt. Yet, you only receive a receipt once an item is paid for. I wanted to build a great furniture relationship based on the premises of my family. However, yall have lost a customer because yall have not sincerely tried to rectify the situation. Yall state that no defect is shown, but that is by your definition since I was advised as long as that mattress is useable theres no defect. The true definition for a defect is an imperfection, shortcoming, or lack. Which my mattress fits into all three, because it was not sold as a medium mattress, it is firm and overstuffed. Im very disappointed because it is yall brand of mattress, not another brand and you wont even exchange it. 
  

  I received the two options yall provided- I responded via email to that. However- it still does not provide me a better sleep. Yall mission is to provide the loyalty and trust of customers each and every day. That is very disappointing, because I did not receive that.

  Business Response

  Date: 04/23/2024

  To whom it may concern,

  Thank you for bringing this to our attention. We have provided our sincere apology for the situation and offered the customer a price adjustment refund as compensation that was accepted. We understand this is not the outcome that the customer was looking for however the claim is now closed with acceptance of the compensation. If the customer has any additional questions or concerns, please email ************************************* 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:04/20/2024

  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.

  January 2024 purchased $4200 worth of various items at Ashley furniture at showroom on *************, ********, ** the particular item in question is the twin size Sealy mattress, as they did not have a twin size in showroom for viewing or trying. my request was for a very firm/hard twin mattress due to back problems and sciatica. The employee directed me to a queen size sealy which he explained was the firmest/hardest that they offered..the queen size in the showroom was firm and I asked if their twin size would be the same firmness/hardness and they said it would be the same as the queen size and if I had any problems, they guarantee their products as well as the manufacturer. All the items were delivered in late February and the twin mattress is NOT firm or hard..it is soft...i have spoken with Ashley and they tell me that once the item is delivered it is not their problem...I asked if I could exchange the mattress and would pay any difference in price, as long as it is firm/hard....they told me there is nothing they can do for me. I'm willing still to pay a difference in price for exchange for firm/hard twin mattress. the twin mattress was $1200.

  Business Response

  Date: 04/20/2024

  To whom it may concern,

  Thank you for bringing this issue to our attention. We sincerely apologize for the customer's experience. Regretfully, the model purchased is a final sale item as stated in the Terms and Conditions. We have emailed a copy of the customer's receipt that include the signed Terms and Conditions provided to the customer at the point of sale. The mattress does not qualify for a Comfort Guarantee Item and is labeled as a firm mattress. We have presented the option to have the mattress evaluated for a manufacturer defect and waiting on a response.

  If you have any additional questions or concerns, please reply to ************************************* 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
  
  

  Customer Answer

  Date: 04/23/2024

   
  I am rejecting this response because:their in-store service by verbally advising customers that items are the same if there is not a sample on their showroom floor is  out=right deceitful and unprofessional....if they sell a product, they should stand by their word.....their sale reps tell what you want to hear to sell the productand then Ashley hangs you out in the cold.......please close this complaint and I will ****** Ashley info myself...thank you..jp 
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  We purchased a sectional. The unit came with 5 of the six pieces not working. The delivery people left without finishing the job. We contacted Ashley when we realized they left. Ashley said they would send out a technician ASAP and ordered a new recliner for one of the damaged ones. They actually sent delivery men again and no order of new piece. The delivery men came again and indicted yes three of the four recliners had a problem. During the visit the delivery people tried one of the bad chairs and ripped the stiches and damaged the back piece material. They found the first delivery people did not install the right legs and left me with the right legs. We contacted Ashley and they said sorry you accepted it in the house we have the right to fix it how we choose. The then sent a technician and he was able to get one working only to find the frame bad and confirmed the other recliner also had a bad frame. So now after three visits they are ordering parts for a brand-new couch and I am supposed to tell them when they get here. I don't think Ashley should be able to repair a brand-new couch because they said we accepted it when we did not. I want the entire couch replaced so that it arrives without damage.

  Business Response

  Date: 04/16/2024

  To whom it may concern,

  Thank you for bringing this matter to our attention. We are working to repair and restore the items with damages. New parts have been ordered and service is pending to correct the issue. Our trained furniture craftsman can restore items to showroom condition. If service is unable to repair and restore the items, we would be ************* the damaged items at that time. Once the service is complete and all issues resolved we can offer the customer overall compensation for the issues presented. Regretfully, we are unable to approve the customers exchange request. While we understand that this is an inconvenience for the customer, our company policy states that there are no returns/refunds/exchanges allowed once the delivery/pick-up is accepted (our policy is summarized under the Premium Home Delivery (Ashley DASH) and Warehouse Pick-Up section in your provided copy Terms & Conditions).

  If you have 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
  
  

  Customer Answer

  Date: 04/18/2024

   
  I am rejecting this response because:  Ashley says once the product arrives in my house it has been accepted.  But how can an electrical device with motion be accepted before it is inside.  There installers could not get it working on two occasions and in fact damaged the piece trying to get it to work. It was never set up and functional.  The first installer snuck out. We contacted Ashley within minutes after we realized they left.  They said it was a set up problem. The second installer said it did not work.  The third repair men said yes, it is bad and now a warranty claim.  Why should I get three of four damaged recliners and be required to accept them.  Two of the recliners work bad and cause damage to the unit by operating.  The recliners go through unnatural motions.  Is their further damage. They don't know because they never in the three visits reviewed the recliners operation other than sitting in it and pushing the button. There only diagnostic was it does not work so we need to change the mechanism and fix the visual damage so we will repair or replace, and I still have not been told what they plan to do.  I don't think they really know.  The couch is not designed to be fixed. Let's They found a plug internal to the one unit unplugged. The installer who found the wire hanging out would not fix it.  *********** man removed the bottom to fix.  In trying it was operating by moving up and sideways a totally unnatural movement which ripped material.  While three of the recliners did these things bangs and unnatural metal rubbing noises occurred.  In *********************** is saying that we can send damaged equipment and if it goes in your house and malfunctions when plugged in, we can do what we want to brand new furniture to make it work.  You are not *********** new equipment and must accept damaged equipment by their threshold rule.  Thier customers need to know this before they buy.
  
  

  Business Response

  Date: 04/20/2024

  To whom it may concern,

  We are currently working to resolve the issues for the items with parts and service provided by trained furniture craftsman. We see that the service is pending on one part order to arrive before the service can be scheduled. If service is unable to repair the item, at that time an exchange will be approved. We understand the customers overall frustration and we sincerely apologize for this delivery experience. A delivery complaint has been filed for the first delivery team based on the customer's experience. We regret that the customer's overall experience has not been premier up to this point, and therefore, the account has been noted for compensation which we can present and process after the issue has been resolved.

  If you have any additional questions or concerns, please reply to ************************************* 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
  
  

  Customer Answer

  Date: 04/23/2024

   
  I am rejecting this response because:  I simply don't believe a brand-new couch purchased where three of the four units are not functioning and damaged should be repaired at ASHLEYS choice without my option to replace.  They indicated I accepted it in the house and therefore it is mine.  How can I test 4 electrical recliners in the street.  And how can I be responsible for their installer damaging the material on testing the faulty device.  The question is whether the BBB is in agreement that a supplier of furniture can make the homeowner responsible for damaged good because it enters the house?  I believe this is bad business and will try all I can to make other customers aware of ASHLEYS response hopefully through the BBB.
  

• Initial Complaint

  Date:04/08/2024

  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.

  Dispute of charges.Ashley Furniture Purchase In Store, March 19, 2024 ************************ ********************************************************* ************ Power Lift Chair delivered to our Home Saturday-3/22/2024.3/19/2024- we discussed the need for the power lift chair, as our mom is disabled with ************** Disease and is lacking mobility. The salesperson assisting us was ****.He told us that we could in fact return the chair if it did not work out, but we would need to pay a restocking fee of $100, we did not object to that.After 48 hours in the chair, our mother was not comfortable in it, and I called the allocated customer care center number, on Monday 3/***** ************, and was escalated to customer service manager ****.I asked **** to set up a pickup on the Chair for return. She stated that they did not allow refunds or returns. I noted that the return policy had an EXCEPTION on the order form we were given and specifically told her that our salesperson also told us we could return for $100 restocking fee.She said she would need to call the local store and speak with the salesperson.On 3/25 **** called me back and said that **** had told her that he did not say that. I told her I would call **** and speak with him directly. I did so on 3/25, and **** did in fact recall our conversation about my mother being disabled and we were not sure this chair would work for her, and he did recall telling us about exception return/$100 restock fee. I asked him to call **** at customer care back and confirm this. I called **** back on 3/26 and asked if **** had called her to reconfirm his conversation with us. **** said he had not called her. And that ************************ had denied our request for a refund. I asked **** to have my concern escalated to the local store manager here in *******. She said she would do that.3/27- no calls received from Ashleys local store manager nor Customer Care.3/***** calls received from *********************** local store manager nor Customer Care.3/29- ********* called and asked for the local store manager to speak to, customer representative came back on phone and said I had to call **** back, my refund was refused. I asked to speak to the store manager repeatedly told to call ****, but they would send an email to **** to call me. 4/5- still no call or email from anyone at Ashley Furniture.

  Business Response

  Date: 04/11/2024

  Hi there!
  

  Thank you for bringing this matter to our attention.

  It was a pleasure speaking with you today. 

  Per our conversation, we are unable to approve your return/refund request at this time. 
  
  While we understand that this is an inconvenience for you, our company policy states that "There are no returns/refunds once a delivery/pick-up is accepted. As such, please inspect the
  condition and functionality of your merchandise thoroughly. Any exceptions to these terms may only be authorized by our ************************ and may incur additional restocking and delivery fees if approved. Unfortunately, exceptions are not eligible with the following products: delivery fees, mattresses and all sleep related product, rugs, accessories, showroom merchandise, and clearance items."

  As discussed, exceptions do not include issues related to the comfort of the merchandise and would not qualify for return.

  We offered a reselection exchange to select a new item in store of equal value to what was purchase which you declined. We then offered to refund $300.00 to your original form of payment which you also declined. 

  You requested an inspection on the unit to determine if the craftsmanship was up to standard or defective. We have sent this over to our service team. As soon as our technicians routes open, we will contact you with the date of your inspection. 

  Please note, during this inspection our Certified Master Craftsman will inspect the unit for defects. He will then report his findings to our team where we will review and provide you with the outcome of the findings. 

  Should you have any questions or concerns, do not hesitate to reach out to us by emailing us at ************************************* or by calling us at ************.

  Kindest regards,
  
  

  Customer Answer

  Date: 04/12/2024

   
  I am rejecting this response because:
  We are waiting for the inspection of the chair. Either way the sales person ********************* blatantly lied about the stores return policy when he pointed out the exception clause on the back of our receipt.  Saying we could return for a $100 restock fee. He represented the local store in a fraudulent manner in order to make a sale. 
  we are still requesting a full refund and pick up of the chair. 

  Business Response

  Date: 04/12/2024

  To whom it may concern,

  Thank you for bringing this matter to our attention. We have spoken with the customer regarding the Terms and Conditions which were presented at the point of sale and signed by the customer, which state that there are no returns/refunds allowed once the delivery/pick-up is accepted.

  We have offered a reselection exchange to select a new item in store of equal value to what was purchase which the customer declined. We then offered to refund $300.00 to your original form of payment which was also declined.

  The customer requested an inspection on the unit to determine if the craftsmanship was up to standard or defective. We have sent this over to our service team. And the service order has been scheduled for 4/24/24. During this inspection our Certified Master ********* will inspect the unit for defects. He will then report his findings to our team where we will review and provide the customer with the outcome of the findings. 

  Should you have any questions or concerns, do not hesitate to reach out to us by emailing us at ************************************* or by calling us at ************.

  
  Kindest regards,

  Ashley Customer Care

  Customer Answer

  Date: 05/07/2024

   
  I am rejecting this response because:
  

  Better Business Bureau Prior file# ******** Ashleys Furniture Update 5/6/2024 So here we are May 6th, and the local Store manager has yet to return our calls and any from Ashleys Furniture. I received an email from BBB on 4/15/2024, that Ashleys responded to the BBB, that they had made an appointment with us for 4/24/2024 to have the chair inspected. Ashleys never called nor emailed us to confirm that date nor appointment with us directly. Which I was not happy about it. I was able to get time off from work to meet with a service technician by the name of ****, whom at this point has been the nicest and most understanding employee of Ashleys. When **** arrived to our home, he was instructed by Ashleys management that he was there to inspect a MATTRESS. Not the chair! This is the type of company I am dealing with! **** called his main office back and they had no clue what was going on. We had to fill **** in on the situation with the Chair and tell him to inspect it and just report back to his management team. On April 25th, 2024, I received an email from Ashleys with a counter offer, with 3 options., On April 26th, 2024 I responded. As of today, after 2 attempts, I have yet to hear back from anyone at Ashleys furniture. I tried again to email and left a message for ****** at the customer care center. *************************** ************************************************************************* ************

  Sent from *************************** (***********************)

  
  

  Business Response

  Date: 05/07/2024

  To whom it may concern,

  Thank you for bringing this issue to our attention. We have been in contact with the customer via email and spoke in person to go over the details for the reselection exchange approval and process. Next steps involve the customer selecting a new item and then our team will remove the original recliner at the time of delivery of the new selection. 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
  
  

  Customer Answer

  Date: 05/12/2024

   
  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:04/03/2024

  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 have been waiting for repairs for this furniture since they day they were first delivered, I have been nothing but patient and understanding but this is ridiculous already, this company does not care about the customer or consumer, they don't have any kind of respect for customers who have jobs and responsibilities, they have set up appointments with me for March 19, then the technician never shows up,I had to ask a family member to leave his job early for nothing, then they set up another appointment that was for Tuesday March 26, and I receive a text today March 21 that a technician was on the way, again my uncle left his job for the second time and missed the technician,I have been waiting for a supervisor to contact me all week, apparently since I'm not buying more furniture I cant even have a human call me or even give an explanation, I regret ever going to this store has been nothing but a nightmare, this furniture was damaged from the first day... I want a refund to my account this has been to much of a waste of my time my uncle lost 2 days of work for thing.. just total disrespect of our time.

  Customer Answer

  Date: 04/03/2024

  *********************************
  Unit 1200
  *******, ** 30909
  *************

  Business Response

  Date: 04/05/2024

  To whom it may concern,

  Thank you for bringing this customer's concerns to our attention. We have spoken with the customer and are working to resolve the issues with exchanges of the damaged items along with overall compensation once the exchanges have been completed.

  Warm regards,

  Ashley Customer Care