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:04/02/2024

  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.

  After we purchased the couch, it has been 2 months and still don't have a couch that isn't messed up. On February 3 we purchased a reclining couch set. We received the couch on February 10. On February 17 we called Ashley and provided photos that one of the reclining chairs is bent/not level. It took us a week to notice this since we had not used that seat. I asked for a new reclining couch piece and they said that we would have had to call withing 3 days of it being delivered, so now it's under the maintenance warranty we paid for. The same protection plan that if we didn't use in so many years (5 I think), could be a credit towards new furniture in the future. So within one week we already had to use the protection plan that we weren't even sure about purchasing. If we didn't, I guess we'd be totally out of luck.2/19 and no one has followed up. I check in again and she says they have to send a new part. 3/15 still no part and I ask AGAIN to just replace the one reclining chair because this is supposed to be a new couch. She says again that it is maintenance now because it's past the 3 days. We are also past the 30 days to just return all of it while waiting on a part. Part arrives next day and is all bent and unusable because not packed or secured at all. I call and get another part ordered and they can't pick up this other gigantic part that is sitting in our garage.Second part arrives 3/29. I call for two days to schedule. On third day I text and they say we are scheduled for 5/17. They aren't doing the repair until 5/17 - more than 3 months after purchasing new couch.We would like the left reclining chair replaced ASAP and the two repair pieces picked up.

  Business Response

  Date: 04/03/2024

  Thank you for forwarding the guest's concerns to us.  We apologize about the length of time before the guest's service appointment.  However, we must attempt the restoration before exploring other options.  The appointment was scheduled for the earliest possible date on the technician's route.  Should an earlier appointment free up, we will reach out to the guest to provide an opportunity to reschedule sooner, if available.  We understand the guest's frustration and would invite her to call ************* at ************** after the service appointment is complete and the item is restored to discuss some reasonable goodwill compensation for the inconvenience.

  Kindest regards,

  Customer Answer

  Date: 04/03/2024

   
  I am rejecting this response because: it will still be 3 months before someone even attempts to repair a brand new couch. 
  
  

  Business Response

  Date: 04/06/2024

  To whom it may concern,

  Thank you for providing us with the customer's concerns. We do understand the customer's frustration and sincerely apologize for the length of time before the guest's service appointment. We will be taking this into consideration when we offer the final overall compensation after the service has been completed. We have confirmed that the customer has the first available service date for their location and we will notify the customer if there is a cancellation in the current schedule allowing for a sooner date. If the customer has any additional questions or concerns, please 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:04/01/2024

  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.

  Purchased furniture online Jan.29. Told 2-3 weeks delivery. Heard nothing at 7 weeks. Contacted Ashley for timeline of when furniture to be delivered.....could not give one. Canceled order immediately on March 18. Still waiting on refund of $3,571.37 today March 29,2024. Unacceptable. Why does BBB rate this company A+ with one star and hundreds of complaints. Our refund should be immediate as we paid in full when ordered ***.29!! Our sales order number is ************.

  Business Response

  Date: 04/01/2024

  To whom it may concern,

  This order is through Ashley Furniture Industries directly online. We here at Broad River Retail, an AFI licensee) do not have access to this account nor can we process refunds for online orders. Please direct this order to correct business format.

  Thank you,

  Ashley Customer Care

  ************

  Business Response

  Date: 04/04/2024

  Good afternoon!

  For online orders, if the items are "drop ship" (which is ********** BRR does not handle them, they would go directly through AFI.  If the order is with a delivery service, we (BRR) do!  We can always forward a request to AFI on your behalf if needed.  This one would have been a delivery service order if they did not cancel so we would handle it!
  
  For this account, we partnered with AFI (as the refunds go through them) and they advised that they will make sure that this is processed today and they will contact the guest to let them know!  Please let us know if further information is needed.

  Thank you!

   

• Initial Complaint

  Date:03/25/2024

  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 February 2, 2023 I purchased the ************* Recliner Loveseat from Ashley Furniture Store as well as the 5 year protection plan for ~$3,200. Around approximately June, 2023, I received a recall notification and it has been a complete disaster trying to get a technician to my home. Per the recall, my recliner may catch on fire if not repaired! The interaction with Ashley Furniture has been so bad that last month I took steps to block text messages from Ashley Furniture because their customer service reps negatively impacted my mental health.I have sent photos and numerous emails but they are incompetent and easily confused.For months the vendor took me in numerous circles claiming they couldn't verify I purchased the recalled item - ridiculous. It wasn't until I filed a complaint with the complaint consumer protection board that I got their attention however, they event fumbled that! I began receiving text messages from the store but when I followed their directions, a representative told me, I needed to call another number and that the person I asked for was no longer available! Again, for mental health reasons, I had to block their phone number - I could comprehend how incompetent they were/are. They are now using that as an excuse to not assist me. How much ignorance can someone take? I blocked their text messages to protect my mental health. I have every email and text message between us. Their customer service is the most incompetent that I have ever seen.Important: I would only like to receive emails from them - no text messages. Heck, I even purchased the 5 year warranty and can't get someone with common sense to schedule a technician to repair the item. At this point, I would like a refund.

  Business Response

  Date: 04/01/2024

  Thank you for forwarding the guest's concerns to us.  We apologize for the guest's frustration regarding the Party Time recall.  We have made multiple attempts to reach out to the guest by phone to no avail.  In accord with the guest's request, we have reached out to her by e-mail.  While we are unable to approve a return of the loveseat, we are pleased to advise that we are completing the recall process on behalf of the guest.  In consideration of a health concern which prevents her from locating the serial number, we are sending a service technician out to locate and record it to complete the process.  While there, the technician will also replace the part in question - the cupholders - so as not to inconvenience the guest with a second service appointment.  We have advised the guest that her service is tentatively scheduled for April 16 and that the technician will be contacting her approximately 48 hours in advance to provide the estimated three-hour window when she may expect him to arrive.  We look forward to completing this for the guest as soon as possible.

  Customer Answer

  Date: 04/02/2024

   
  I am rejecting this response because: I had to threaten legal action in order to get their attention- please let me know if you would like to see the email exchange.  They are not being honest- I have responded to every email.

  I havent had a chance to check all of my emails today.  As of 6am this morning, Im not aware that a technician has been dispatched.  This visit needs to be coordinated with my work schedule.

  This company is so unethical. 

  
  

  Business Response

  Date: 04/04/2024

  Good afternoon,
  
  A service appointment has been arranged with the customer for 4/16/24. During this appointment, the technician will address the necessary recall for the cupholders and locate/record the serial number for processing.  Unfortunately, we cannot guarantee time frames as they are based on when we are able to be in the area along with the other stops on the route. 
  
  Warm Regards,
  Ashley *************

  Customer Answer

  Date: 04/10/2024

   
  I am rejecting this response because: Im not available on the 16th and communicated that information to Ashley Furniture and selected another date.
  
  

  Business Response

  Date: 04/15/2024

  Hi there, ******!

  Thank you for providing that update. 

  We have escalated this with our service team and we are working with our service technicians in your area to get you rescheduled as soon as possible. As soon as the repair can be tentatively scheduled, we will contact you via phone and email with the new date for repair. 

  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:03/05/2024

  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.

  1/2724 purchased a mattress from Ashley with a 30-night sleep guarantee; I went there to 2 weeks before the 30 nights and spoke with 2 sales ladies at the desk, since my sales lady *********************** wasn't available, I also spoke with someone supposed to be with Corporate who said I had to fulfill the the 30 nights even though it is causing me physical pain and many visits to the chiropractor, tried to speak to person on the phone manager and she stated she was as high as I could talk to. I waited the additional 2 weeks, in pain when sleeping on the mattress, went back on 3/2/24 to start the exchange process and now I am stuck in the approval process; this is insane, and I am in constant pain do to this mattress, and I have fullfilled my part of the agreement and so should they. All the required tags are still factory attached to the mattress, all pictures where provided and another mattress was picked out and since this is a financed item that as well can be handled internally since it is their CC. I need my replacement mattress today. Please help!!!

  Business Response

  Date: 03/05/2024

  To whom it may concern,

  Thank you for bringing this to our attention. Our records show that the approved mattress comfort guarantee claim was process on 3/2/24 and the customer is scheduled for delivery of the new reselection on 3/8/24. The guidelines we follow for the mattress comfort guarantee are set by the manufacturer. We understand the customer's frustration and have assisted with providing the customer with first available date for the reselected mattress.

  Thank you,

  ******, Customer Solutions Professional
  ********************** Customer Care
  
  
  
  

• Initial Complaint

  Date:02/29/2024

  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.

  11/15/2023, I had an item delivered. The item was damaged but the driver insisted that they couldnt take the item back since they had already delivered it to my home. Well it has been a few weeks since they were supposed to repair my item. Still waiting on a part for my item and also still waiting on the service manager to reach out to have a technician come and repair my item. I have asked them to come pick up item but was told they arent able to do any refunds on the item or exchange.

  Customer Answer

  Date: 02/28/2024

  ******************************* ********* NC27524

  Business Response

  Date: 02/29/2024

  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. 
  Upon reviewing your account, I show an exchange in the system to have your damaged DRESSER (B971-31) picked up and a new DRESSER (B971-31) delivered on 3/9/2024. 

  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:02/20/2024

  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.

  I purchased two living sets from Ashley Store in ****, ** about a year ago. In October 2023, I filed an issue that was under warranty. The customer service line asked me to send pictures of the damage. I didnt hear anything about fixing my issue until I continuously reached out. Finally in December was told someone would come fix the damage The date they provided came and went without someone coming. I contacted them again and was told someone would come out to fix. Someone came out, and immediately told me it was a defect and that he couldnt fix the issue and that he would submit for a new sofa replace it along with compensation for the many issues and delays had of getting anyone to come out. I am the one constantly reaching out to get the only response of they apologize for the manufacture delay and they will reach out as soon as possible. We are nearing 5 months with no replacement nor compensation for all of the issues nor resolution! I am so frustrated and will never ever buy from Ashley Home store again. I have spent $10k total on all purchases from them. Never again

  Business Response

  Date: 02/20/2024

  Good morning team,

   

  This customer purchased from a Licensee.

  Broad River Retail, LLC

   

  Thank you,

  ***************************** | BBB ************* Agent
  Ashley Global Retal

  Business Response

  Date: 02/24/2024

  Hello! 

  Thank you so much for reaching out about Mrs. ******** concerns. We have attempted to contact her to discuss the matter in detail but were unable to reach her. We left a voicemail advising that we are estimating delivery for her exchange to occur in early March. We will continue to monitor her exchange and provide updates as needed. 

  We apologize for any inconvenience ***************** has endured. Our guest's satisfaction if of utmost importance and we will continue to work diligently to provide a resolution. 

  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/18/2024

  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.

  Subject: Complaint Against Ashley HomeStore - Failure to ************************ Cancellation and Refund Dear Better Business Bureau,I hope this email finds you well. I am writing to file a formal complaint against Ashley HomeStore located at *****************************************************************************, regarding their failure to process the cancellation and refund of a furniture warranty service I purchased from them on May 31, 2023.On the aforementioned date, I visited Ashley HomeStore and was coerced into purchasing a five-year accidental protection plan worth $699, known as the DCPLUS699 plan. Regrettably, I have since discovered that this plan does not adequately meet my needs, and I have decided to cancel it and request a refund.Despite multiple attempts to reach out to Ashley HomeStore to initiate the cancellation process and request a refund, I have not received any response from them. They have failed to acknowledge my requests or provide any information regarding the status of my refund.As a consumer, I am deeply disappointed by Ashley HomeStore's protection plans service department's lack of responsiveness and failure to adhere to basic customer service standards. I firmly believe that I am *********** a refund for the unused portion of the warranty service, and it is unacceptable that Ashley HomeStore has not taken action to address my concerns.Therefore, I kindly request that the Better Business Bureau intervene in this matter and facilitate the prompt processing of my warranty service cancellation and refund request. I expect Ashley HomeStore to honor their obligations to their customers and provide the assistance and support that I am *********** under the terms of the warranty agreement.Thank you for your attention to this matter. I trust that the Better Business Bureau will take the necessary steps to resolve this issue and ensure that Ashley HomeStore ("5starservice.net") fulfills their responsibilities to their customers.Sincerely,Dhanush **********

  Business Response

  Date: 02/21/2024

  Hello! 
  
  Thank you for addressing ********************** concerns with us. Our goal is always to ensure a positive experience for our guests.
  
  Following a thorough review of ********************** account, we confirm that the ************ Protection Plan has been canceled effective February 16th, ****, with a prorated refund of $638.13. This refund will be credited back to the Synchrony Financing account within two billing cycles. In case the account has been settled, ************** will issue a refund check within the same time frame.
  
  We sincerely apologize for any delay in communicating this information to ******************.

  Best Regards,
  Ashley Customer Experience 

  Customer Answer

  Date: 02/22/2024

   
  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:02/14/2024

  Type:Sales and Advertising 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.

  Dear Better Business Bureau,I hope this message finds you well. My name is *********************************, and I am writing to bring to your attention a distressing issue I have encountered with Ashley Furniture Store in ****, **************.On July 3rd, 2023, I purchased an adjustable bed from Ashley, facilitated by sales associate Ebony. The sales receipt for this purchase is: #**********. I paid $4,235.28. My customer ID for invoice tracking is: **********. However, on the scheduled delivery date (July 29th, 2023), a couch, which I never bought, was delivered to my home. Despite ***** initially acknowledging the error, subsequent attempts to resolve the matter were met with unresponsiveness and contradictory statements. To compound the issue, I discovered an unauthorized charge of $1,682.71 on my Ashley card for the unrequested couch. After a prolonged dispute with Synchrony, the charge was temporarily removed in December 2023, only to reappear in January 2024. Ashley Furniture now claims that I am responsible for the payment, contradicting my earlier conversations with their staff.Despite numerous attempts to seek resolution, including reaching out to the store and filing a complaint with Synchrony, my concerns remain unaddressed. The lack of communication and follow-up from Ashley's management adds to the frustration.The circumstances surrounding the sales process, from *****'s aggressive tactics to the inclusion of an unrequested item on my invoice, raise serious ethical concerns. It appears to be a calculated attempt to maximize sales, potentially at the expense of customer trust.I am reaching out to the ********************** to request a thorough investigation into this matter. I hope your organization can ensure that appropriate action is taken to rectify the situation and prevent other customers from experiencing similar deceitful practices in the future.Thank you for your prompt attention to this matter.Sincerely,*********************************

  Business Response

  Date: 02/15/2024

  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 approved a return/refund for the sofa and corner chaise. Your pick up date is scheduled for 2/20/2024. You will be contacted 48 hours in advance regarding a timeframe of arrival. Upon the successful completion of the return, a refund in the amount of $1,500.39 will be issued back to your Synchrony account and will reflect in 1-2 billing cycles.

  We deeply apologize for the inconvenience this has caused. 

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

  Kindest regards,

  Customer Answer

  Date: 02/20/2024

   
  I am rejecting this response because:
  While I appreciate corporate's immediate attention and resolution, I'm deeply frustrated by the lack of accountability and unresponsiveness exhibited by the store throughout this ordeal, which consumed a significant amount of time and energy.
  
  Though I'm grateful for the eventual refund and removal of the erroneous charge, the six-month delay and minimal communication from the store were unacceptable. The absence of follow-up and reassurance regarding their billing practices has left me with lingering concerns.
  
  As someone who works in customer service, I understand the importance of communication in resolving mistakes and discrepancies. I firmly believe that appropriate follow-up could have prevented this situation from escalating and saving both parties a headache. 
  
  It's important to note that my rejection of the proposed resolution is not solely based on the financial aspect, but rather the principle of how the situation was handled.
  
  Thank you for your attention to this matter.
  

  Business Response

  Date: 02/22/2024

   

   

  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 approved a return/refund for the sofa and corner chaise. Your pick up date is scheduled for 2/20/2024. You will be contacted 48 hours in advance regarding a timeframe of arrival. Upon the successful completion of the return, a refund in the amount of $1,500.39 will be issued back to your Synchrony account and will reflect in 1-2 billing cycles.
  We deeply apologize for the inconvenience this has caused. 
  Should you have any further questions or concerns, do not hesitate to contact us at ************************************* or via phone at ************.
  Kindest regards,

• Initial Complaint

  Date:02/07/2024

  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 Jan 31st I purchased furniture from Ashley and financed through them. I worked with *****. I filled out the application and was told I was approved for $20.5k. At that time it was not disclosed to me that this was through multiple lenders and sounded like it came from one. Once I verbally accepted to finance, ***** left and I was passed to someone to sign and collect payment. I was verbally walked through what I was signing and I provided a payment of $450. I was not given paperwork and was told my welcome package would come in the mail. I received information from ************** which included a credit card and account with a limit of $10k. Days later I received a packet from ******* with another card with a limit of $10.5k but no balance. I called Ashley on 1/19 thinking it was a mistake and was told I had to call TD. TD said the account had been opened by Ashley. Wanting an explanation, I called Ashley again on 1/22 and was told they would leave a note for ***** to call me back. I did not hear back so on 1/26 I called to ask for an explanation again. I was told ***** wasnt in until 12pm and she would call me. I did not hear back so I called on 1/30. I said I had called multiple times and was not getting a response. This person finally sent me through to a store employee not linked to my account. He told me their process was sending the app to multiple banks and once approved on their end the account is opened. I asked why not start with one bank and then try another if rejected. He couldnt answer and said sounds like someone dropped the ball and they would use this as a learning opportunity. Those answers were unacceptable. I asked for the sales order, application and agreement I signed. He told me the office manager was busy and would call back. I have not heard back in a week. Im now stuck with two accounts which hurts my credit score and will ding again if closed. Im disappointed Ashley is not taking responsibility or time to resolve this.

  Business Response

  Date: 02/08/2024

  Hello! 

  Thank you so much for sharing ******************* concerns regarding her financing. We have spoken with her and provided the requested documentation. Should *************** have any additonal concerns or question, please have her call ************. 

  Best regards, 
  May 
  Ashley Customer Experience

• Initial Complaint

  Date:02/06/2024

  Type:Delivery 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 went to Ashley furniture on 01/02/24 and agreed to purchase a Love Seat. I specifically stated that the only days I could accept delivery would be on a Tuesday or Thursday The set the delivery for TUESDAY the 6th of February I called to get a time for the delivery They are telling me now that the only days they can deliver is on Wednesday Friday or Saturday I am on Dialysis and Wednesday and Friday are my Dialysis days Saturday I work. This company FLAT OUT LIED to me. I want nothing to do with ****** Furniture I want to cancel this order due to the fact they are LIARS I want a complete refund. I will also be closing my account and my wife will do the same. I have a Purchase order showing the delivery date on TUESDAY 02/06/24

  Business Response

  Date: 02/06/2024

  Hello,
  
  Thank you for reaching out to us regarding your concerns.  The delivery date of 2/06 was based off of the original delivery address.  When you updated your delivery address, the available dates for the route changed based on when we are able to be in that area.  We are so sorry for any inconvienence that this may have caused. Per your request, we have cancelled this order for a full refund.  As you financed this order, we will have the pending authorization removed and you will not be charged for it.  
  
  Thank you,
  
  Ashley *************

  Customer Answer

  Date: 02/07/2024

   
  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. If I was informed that I changed the address I would not have automaticaly filed a complaint but after my phone conversation with customer care who disconnected my phone call and informed me that they only handle phone orders plus talking to the ** who's repeated response was I could take delivery M/W/F which are my Dialysis days.  
  
  Thank you.