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

  5345 South Blvd Charlotte, NC 28217-4117

  
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  Ashley HomeStore

  2201 US Highway 70 SE Hickory, NC 28602-5165

  
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  Ashley HomeStore

  430 E McCollough Dr Charlotte, NC 28262-3426

  
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  Ashley HomeStore

  5075 Morganton Rd Fayetteville, NC 28314-1587

  

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:01/29/2024

  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.

  Back in August we went into Ashley & purchased a sectional & barstools for my daughters apartment. They checked her address & said that they could deliver. She applied for a store card after being offered a discount if she did their financing. The item was attempted to be delivered by the store but they could not reach her apartment because of the size of the delivery truck and the gate leading to her parking deck. They tried the elevator but the item would not fit in the elevator. The store rep offered a solution. He said that I could pay for a delivery service called Dolly and they had a truck that would fit into the parking deck and that I would be reimbursed for my delivery fees. I paid the fee and they picked the items up directly from Ashley Furniture and delivered it the apartment still wrapped in plastic. The item was damaged and ripped in multiple areas. Before the delivery guys left we made the store aware & they said that they could get another sectional out to us, but that it would take some time. We agreed on keeping the damaged one until the new one was delivered. I was told that I would receive a call from the DM. I have waited almost 2 months and still no call from the DM and Ive been told that there is now a new DM in place and that she would call and still no call. I have not received my refund for the delivery fees, which were over $200. I have not received any correspondence from the DM. I received a voicemail from customer service today stating that once the delivery company took the furniture from the store that it voided the warranty, which was never told to us when the company was offered as a backup. Im now being told that the best they can do is fix the damaged furniture or offer a discount. When we went into the store & made the purchase it was for NEW furniture and we have ONLY followed all directions of the stores employees as to the delivery. Nobody has been accountable for their mistakes and we are left to pay for it. Unacceptable!

  Business Response

  Date: 01/31/2024

  Thank you for bringing this information to our attention. We have reached out to the customer to resolve the issue however the customer was not available to speak to. We have sent an email with the following information and are waiting on a response from the customer. We have confirmed that a $300 refund to the customers financing account was processed on 1/10/24. We have notified the customer that the credit make take 1-2 billing statements to show the credit based on the customer's billing cycle dates however can be confirmed by calling her financial institution. Regarding the damaged items, we can offer an exchange if the items are brought to our distribution center by the customer or we can offer service with additional compensation. We are currently waiting on the customer to respond.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:01/29/2024

  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.

  Purchased 09/04/2023. Called Service on 01/08/2024; Loveseat reclines but will not return upright. ******* said they will order a motor, due in **** bus. days. On 01/19/2024 "****" said parts won't be here until Feb 15th. Large box arrived 01/28/2024 with articulating armature but no motor. On 01/29/2024, "*********" said it will be mid-March before a technician comes out, and only then will he deem it necessary to order a motor, 5 minutes later, I called back and spoke with "******" who said that the problem HAS to be with the armature as the motor seems fine. (The lights come on when a button is pushed.) She said the technician will be out on May 14th. That is unacceptable. This means a 4-month wait to--possibly--fix the problem and an untold number of weeks/months before the motor and a tech arrive if needed. I explained that the chair, extended like it is, is a hazard in our small home. A second piece, a sofa, is now exhibiting creaking/grinding noises and I fear the same issue will happen with it. I do not want these products and want a refund, returning everything to Ashley. Their false promises and ludicrous delivery/repair dates are beyond absurd. Their store practices are reprehensible and intolerable.All of this is in addition to the underhanded delivery crew who also delivered a broken end table that they delicately set up and then steered our attention to the other items in the delivery. Once they were gone, the end table fell apart. It was repaired, however.I demanded a return of their merchandise and they declined because they have a "no return" policy. I demand justice for their policies and failures.

  Business Response

  Date: 01/31/2024

  Thank you for bringing this issue to our our attention. We have spoken to *********************** and discussed exchanging the loveseat with the defective mechanism. We will also keep the open service order to address the sofa that is now showing signs of distress. We will also be offering compensation for the delays, which the customer has been notified we will processing once the exchange and service has been completed. The customer is satisfied with this resolution.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:01/26/2024

  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.

  Purchased some bedroom furniture on January 10,2024 I specifically asked if the merchandise was in stock, the salesperson said it was in stock and would be delivered on 1/26/24. When I called them on 1/26/24 they rescheduled delivery for 1/30/24. Then they proceeded to tell me the bed rails were not in stock and they didn't know when they would have them. I spoke to several people at Ashley and they were less than helpful and could not give me any delivery time. I feel I have been lied to concerning the delivery times and their response was not very helpful.

  Business Response

  Date: 01/29/2024

  Thank you for bringing this issue to our attention. We have contacted the customer to advise of the current estimated product availability is 2/9-2/13. Our scheduling department will contact the customer to schedule delivery once the product availability has been confirmed. We have offered compensation for the delays and advised that once delivery has been completed, we can discuss compensation offers.

  Warm regards,
  ******, Customer Solutions Professional
  ********************** Customer Care

  Customer Answer

  Date: 01/30/2024

   
  I am rejecting this response because:
  The company has not contacted me and advised me of anything 

  Business Response

  Date: 02/01/2024

  Thank you for bringing this to our attention. We reached out to the customer via email on 1/29/24 to advise of the current order status and offered compensation for the delays which can be handled after the delivery is complete. We spoke directly with the customer today, 2/1/24, to go over the customer's concerns. We have sent a complaint to our retail management regarding the misinformation presented at the point of sale and have noted the account for compensation once the delivery has been completed. The customer is not satisfied with the delays however will accept compensation.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:01/25/2024

  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.

  Date of purchase 11/24/23 Final cost $3,563.96 The business provided a schedule appointment on 2/13/24, to inspect the sofa. I spoke with representative **** 1/22/23, at Broad River Furniture of Ashley. She scheduled the appointment for **************** team member to come to my home. I called today 1/24/24, to confirm appointment and found out it was cancelled and no one called us about the cancellation. The nature of the dispute is, the sofa set, Roman ********** we purchased is not the color chose Smoke we selected. There are to option ***************. We visited the store on 1/19/24, to purchase some bedroom furniture and noticed the color was different. I contacted *************************, store manager and our salesperson and he stated that the manufacturer could have mixed the dye wrong. The sofa on the showroom floor has a tint of brownish/gray, our couch is gray. For this issue, no one has help to resolve this matter. But my husband and I have been compensated with a store credit of $480 corporate and $200 toward our balance from salesperson/manager for our inconvenience.This compensation was given to us because of their inexperience delivery team.There were 2 attempts to deliver our furniture. On 12/08/23, first team tried to bring the couch in our home inside the box upright and it would not fit in the door. My husband explained to take it out the box and position it differently. They called the warehouse to refused the order stating it would not fit into our home.So we were told they once furniture is delivered and refused; their policy is to reorder our sofa.On 12/14/23, second delivery team unboxed the furniture and was able to bring the furniture in our home.And this is the reasoning for a store credit being offered to us.Now, ************* is claiming they have already compensated us for the issue with the wrong color, in fact they have not. Perhaps when sofa was reorder, it came from different warehouse.Sales Order# ********** Salesperson# *************************

  Business Response

  Date: 01/27/2024

  Thank you for reaching out about this. We received additional photos and determined a dye lot change from the showroom model caused the Roman ************ smoke colour to be greyer and less brown. An even exchange would not resolve her concerns because the new items would simply come in the same colour she already has. 
  
  ***************** was offered an additional 500$ in compensation to keep the Sofa and Loveseat with the off-colour, but this was declined. We have approved a reselection ****************** the colour from Smoke to Umber. The *** has been informed and is adjusting the exchange today. 
  
  ***************** also requested that we change her original compensation from a store credit to a refund and we are currently awaiting a response from Refunds on whether this can be done or not. We will update ***************** once we have more information. 

  Thank you again for your effort in this. 
  Best Regards, 
  Ashley Customer Experience

  Customer Answer

  Date: 01/31/2024

   
  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:01/24/2024

  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.

  Purchased an extended warranty for my furniture cushions on the recliner have failed for the second time ashley replaced once during the 12 month warranty now under extended warranry ************ stated we put cleaner on the recliner which we did not and cushions were flattened out causing my husband to fall between the 2 cushions back and seat when reclined hitting his spine on the frame of the chair Ashley sold me the extended warranty which covered the cushions of the recliner for replacement but the ************ stated that the recliner failed because we put cleaner on the leather which we did not and had nothing to do with the failure of the cushions.I feel at this point Ashley should replace the cushions as they chose the company to provide their extended warranty that lied about the failure of the cushion. I have since cancelled the extended warranty with ************ as they are not a reputable company. I am requesting replacement of the back and seat cushions NOT REPLACEMENT of the recliner

  Business Response

  Date: 01/24/2024

  Thank you for forwarding the guest's concerns to us.  We are sorry to hear that the extended protection plan did not meet the guest's expectations.  While this remains outside the limited one-year manufacturer's warranty as a one-time courtesy we have ordered replacement cushions for the back and seat of the recliner, per the guest's request.  These will be shipped directly to the guest's address within approximately **** business days.  Any installation, however, will need to be performed by the guest or a third-party technician of their choosing as we are unable to service items outside the limited manufacturer's warranty.  Unless the guest has additional concerns, we consider this matter resolved.

  Kindest regards,

  Customer Answer

  Date: 01/25/2024

   
  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:01/23/2024

  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.

  This business is a sham. Let me just walk you through what has been a nearly three-month ordeal with this company. This nightmare of a journey starts on 10/31/2023. I show up to the store to purchase a bedroom set. Two hours later, I finally have been able to checkout, requiring not only a sales associate to figure out how to do this, but also someone from leadership. I had added on an in-store item, which they could not figure out how to get on the ticket, so they just added another item of similar cost to substitute it on the ticket (they put a candle holder in place of serving tray that I actually purchased). I had also ordered some sconces (online price $39.99 a piece, store price $99.99 a piece), and I was told that I was being sold the sconces for the $39.99 price point, which is what I wanted. What I did not realize at the time, is that the sales associate included two sconces at each price point on the ticket. When I received these, I promptly went to return them to the store (claim within 1 day as per agreement), but the store said I needed to send them back through dispatch when the next delivery came. Tried to do that, and that didn't work. After many phone calls/chats with customer service and three separate trips to the store, the store finally took them back but couldn't give me a return receipt because they would have to process it with HQ. When the return processed in January 2023 (that's right, nearly 3 months later), they only issued $149.78, rather than the full $199.99. Then, on January 22, I'm told by customer service, "Unfortunately, we would not be able to credit the additional funds as the return was completed 12/29." I reached out on 1/7, however, to confirm the details of the return and was unable to do so because it was "still processing." So, apparently, this company is just going to keep my $50 that they owe me. This is also after what was supposed to be a single delivery including all items turned into three separate deliveries without even notifying me until things showed up to the house piece by piece.

  Business Response

  Date: 01/23/2024

  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 refund in the amount of $50.00 to be issued back to your finance provider. Please allow 1-2 billing cycles for this to reflect. 

  Please note, due to the return being completed in December we cannot adjust the pricing therefore we cannot provide an updated sales receipt/refund receipt. The refund has been processed and will reflect on your next billing cycles or the following billing cycle depending on the dates of when you are billed. 

  Kindest regards,

  Customer Answer

  Date: 01/24/2024

   
  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:01/22/2024

  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.

  I purchased living room furniture from the Ashley HomeStore located at **************************************************************************** on 1/15/24, order **********. I was overcharged at the time of purchase, but was assured that the difference would be credited back to my credit card that day. After checking my credit card statement daily for a week and not seeing the credit applied, I called the store on 1/21/24 and cancelled my order. To say that the conversations with the sales person and the manager were less than productive and not very professional, would be an understatement. The net result is that if I cancelled I would be charged a 10% restocking fee as the return policy indicates that you only have 3 days to cancel without incurring the 10% restocking fee and I had waited a week while daily checking my credit card statement for the credit. Since I only paid for the items that day, didn't take any home with me and did not schedule a delivery since I was picking them up myself at the warehouse, there was nothing to restock. At this point the manager changed the fee from a restocking fee to a cancellation fee. Contractually, the 3 day return window does not begin until the transaction is complete. In this case, the transaction is not complete until the credit is applied to my card which never happened. As to why I didn't see my credit, the excuses included; the finance person probably forgot, it was submitted but went to corporate and it can take **** days to process. All of which are utterly ridiculous and reflect poorly on Ashley's business practices. How can a 3 day return window be initiated when the financials aren't complete? This entire situation was created by Ashley and exacerbated by their "processes and policies".In summary, I simply called the Ashley store and requested that my order be cancelled and that I receive a full refund due to Ashley's inability to fulfill their end of deal only to find that I would be penalized for their incompetence.

  Business Response

  Date: 01/23/2024

  Hi there!

  Thank you for bringing this matter to our attention.

  We have sent this over to our retail management team to have your sales order (order #: 1013179338) cancelled immediatley.We have waived the 10% cancellation fee as a one-time courtesy. 

  Please allow 24 hours for the cancellation to take effect. Once the cancellation has been completed, the refund will be initiated. Please note, it is standard for refunds to be issued via check however we have contacted our accounting department to request the refund be issued back to the **** you paid with. The refund totaling $3122.21 will reflect back to your **** within 5-7 business days/

  We appreciate the opportunity to partner with you and hope you come back to visit us soon!

  Kindest regards, 

   

   

  Customer Answer

  Date: 01/25/2024

   
  I am rejecting this response because:  On the date of purchase, 1/15/24, the sales order Amount Paid indicates $3,129.50 (what was actually charged to my credit card).  The Total Sales Order indicates $3,122.21 (what should have been charged to my card).  The Total Due reflects $-7.29 showing clearly that I was overcharged.  When I pointed it out, I was assured by the sales person on 1/15 that the difference would be credited back to my credit card that day (never a mention of refund by check), it was not, nor had it been when I called to cancel due to Ashley not refunding what clearly was an overcharge on their part.  Since I paid $3,129.50, I am due $3,129.50, not $3,122.21.  
  

  Business Response

  Date: 02/01/2024

  Hi there!

  Thank you for bringing this matter to our attention.

  Our records show we issued a refund totaling $3129.50 back to your **** on 1/23/2024 which is a full refund for the total price paid. 

  Kindest regards,

  Customer Answer

  Date: 02/02/2024

   
  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. 

  From: gman  
  Sent: Wednesday, January 31, **** 3:24 PM
  To: *********************************
  Subject: Re: ******** ASHLEY HOMESTORE

   

  The case is resolved, please close.

   

  thank you,

   

  ****

  
  

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2piece sectional from Ashley furniture on 10/15/2022. I received the furniture around 10/22/2022. The Chaise portion of the furniture was gathered on one of the back cushions. We sat on it the rest of the day. The Sofa part was firm but the Chaise side started to sink in. The next morning we called Ashley. They stated they needed to order parts first and then they would schedule a serviceman. Since October 2022 through January **** we had 5 parts deliveries 5 service techs come in and 1 Chaise replacement with a serviceman. Six visits total in one year. Each time the Chaise was defective or couldnt be fixed. Initially when I asked for a replacement or my money back they said, before they could give a refund, they needed to try and fix it first. Ive been very patient and let them try that for a year. When I asked them again for my money back and compensation for furniture that was pretty much unusable on one side for over a year. They said they were going to send a new Chaise. I received the new Chaise on January 11, ****. It had the same initial problems as the one I had. I had the serviceman call in and explain to them what was going on with the furniture. After he finished talking with them I got on the phone and told them I did not want another replacement or repair, I wanted my money back and they could come get this entire sectional. They told me someone would call me by tomorrow. I never got a call so I called them. Again they would not refund my money they said they could send another Chaise and give me a store credit of $139.00. They said they will send another Chaise on January 27. At this point I cant deal with them anymore. Theyre liars and scammers. Please help me get my money back. This was my wife early Christmas present. Its become a horror story. Were in our 60s and work hard for the things we buy. I feel like we have been taken advantage of. Ashley Furniture should be ashamed of themselves.

  Business Response

  Date: 01/23/2024

  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 escalated this matter to our warehouse team to have them inspect the condition of the RAF CHAISE/MADERLA/PEBBLE (*******) prior to your next delivery. We kindly ask that you allow us this final attempt to bring you the chaise in showroom condition.

  We appreciate and value you as a consumer and look forward to making this right. 

  We will request our warehouse team to send us photos prior to loading the chaise on the delivery truck to ensure the chaise arrives to you in showroom condition.

  Kindest regards,

  Customer Answer

  Date: 02/13/2024

   
  I am rejecting this response because:
  

  I have not received anything yet.

  The last exchanged Chaise on January 27th had defects as with the last 3 prior exchanges and numerous attempts to fix the previous ones over the last year+. Your last delivery person not only took pictures but agreed with the defects that were noted. Weve also taken pictures of our own. 

  Another Chaise replacement along with more months of this back and forth is unacceptable. We have been more than patient and deserve what any customer should expect from a reputable company. Good customer and accountability.

  Please replace the entire sectional so that **************, match and are in usable condition or refund our money. We will also accept a store credit to purchase a comparable new furniture set. In addition, compensation for the inconvenience, time from work and the stress of over a year of going back and forth with you, would show us your sincere regret for what we have gone through with your company.

   

  Thank you,

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

  
  

  Business Response

  Date: 02/13/2024

  Thank you for bringing this to our attention. We currently have an exchange for the Chaise scheduled for 2/17/24. We will be able to look at additional options if that exchange is not to the customers satisfaction. The customer has been notified and once the exchange has taken place, we are committed to work with the customer on a final resolution.

  Thank you,

  Ashley Customer Care

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

  Customer Answer

  Date: 02/14/2024

   
  I am rejecting this response because: My email to ****** at Ashley Furniture...I appreciate that you are working on this matter as I have been with the others and I'm hoping this will be finally resolved. Researching my account you know this situation has been going on for over a year, There have been numerous men in and out of our home and it makes my wife very uncomfortable. I'm having to take off of work to make sure I'm here as well. This has been a stress on my wife, a stress on my pocket, and an emotional stress on both of us. With all of the things to worry about in the world today, my furniture shouldn't be one of them. I spent a lot of money (for me it is) on a sectional that should have been a pleasurable experience. This has been a nightmare. Over and over again I have been patient and allowed your service men and delivery men to come into my home and try to fix the problem or replace it. The last time a delivery man was sent to replace an inspected Chaise your company said would be the last time. The delivery man took pictures like you said and he even called into the office and spoke with your representative, he acknowledged all the issues with the Chaise while we were standing there. We even talked to your representative on his phone. To ask us to do this one more time again before you can do something different is what your company has said before. It's been said to us over and over again for months. We don't want another Chaise. We want peace. No more people in and out of our home. We want a refund or a store credit to replace the furniture with something comparable, or a final delivery of a completely new sectional like the one we have but in great cosmetic and usable condition. And we need it delivered on a weekend when we don't work. We're not asking a lot. We've gone beyond patience, compromise, and understanding with your company. We only ask that you don't continue to prolong this. Resolve it today, and agree to our request.

  Business Response

  Date: 02/22/2024

  Thank you for bringing this to our attention.  We have approved an exchange for both pieces of the sectional and scheduled it for 2/24.  We consider this matter resolved.

  Kind Regards,

  Ashley Customer Care

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

• Initial Complaint

  Date:01/19/2024

  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.

  Dining table with SKU ****** was delivered with wrong assembly s**** kit Nov. 14, 2023. Delivery person reported to the store and the store promised to send the correct s**** set through the mail to my home within one week. I was told to call the store upon receipt of the screws and a technician would be sent to my home to install the correct screws. Tried to resolve the problem with no success. This just one of the many problems we have experienced with this order, to include a return of first delivery because of quality and timeliness. I would like the screws to be delivered and installed as promised as promised by the store and the gentleman that made the notation and telephone call to the store on the day of the delivery from my home in my presence. Customer Code is ********** on Nov 14, 2023. Store located in *********, ** 27524-7401. Tele:# **************.

  Business Response

  Date: 01/22/2024

  Thank you for forwarding the guest's concerns to us.  We are pleased to advise that the correct hardware has been ordered and will be shipped directly to the guest's address in approximately **** business days.  The order # for this parts order, for the guest's reference, is 7105543.  Once received, the guest should call ************* at ************** to request a "delivery special" to come out and complete assembly of the table.  We truly appreciate the guest's patience and look forward to completing this for him as quickly as possible.

  Kindest regards,

  Customer Answer

  Date: 01/24/2024

   
  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:01/16/2024

  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.

  I am writing to express my deep ***************************** about my recent purchase from Ashley Furniture Home Store on 11/08/23. As a loyal customer of over 10 years, this exp has been disheartening, prompting me to formally complain & consider legal action if the issues outlined below are not promptly addressed.Upon deliv on 11/11/23, I noticed scratches on the ****** unlevel chair legs, & a damaged chaise/sect. Replacement attempts were unsuccessful, w the replacement chaise/sect being in worse condition. Mult table replacements also had defects, incl scratches & carvings.Despite deliveries, the chaise/sectional never aligned properly, w cushions creased, loose fabric, broken frames, & stains. During deliveries, furniture was laid on grass without legs, accumulating dirt. Cus serv efforts have not yielded a satisfactory resolution. Despite efforts from store, customer care, & management representatives, there has been no satisfactory resolution. The last email from Ashley offered no resolution, necessitating exploration of alternative avenues.The delivery process, especially during the pandemic, has been concerning. Multiple deliveries with inconsistent safety measures in a potentially high-risk area raise questions about the furniture's origin. Delivery time *************************** to my plans are unacceptable. The deliveries are coming earlier in the morning before the agreed schedule time. In light of this, we rcvd a response from Ashley saying that my request to return the furniture cant be accommodated, due to ****************** on the receipt. After the response on Jan 5, they swapped out the dining room ****** **** was damaged. They took the Chaise/Sect outside, laid it on the ************* then brought it back in with the dirt, grass, & more damage. I was told to call the store that I purchased it from so I could cancel the ************ *** called numerous people. Addit, they are deliv items to my home that I didnt ask for or authorize.

  Business Response

  Date: 01/16/2024

  Thank you for bringing this issue to our attention. We attempted to speak to the customer directly however reached the customer's voice mail. We have emailed the customer to offer several different options to resolve the issue. One being to attempt the exchange of the items with special care to have the items inspected by our delivery management and providing overall compensation once the exchange is complete. Another option is for as-is compensation for the table with a reselection exchange offer for the sectional with all fees waived. We are waiting for a response from the customer and look forward to working with the customer on a resolution.

  Warm regards,
  ******, Customer Solutions Professional
  Ashley Customer Care