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:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a table set last January from Ashley furniture. I was informed set was out of stock until June 2023. A day after arrival chair broke called customer service months later sent replacement accessories for chair. I haven't even had the kitchen set for a year and all the legs on the chairs are broken. This purchase was a disaster given one excuse after another and now stuck with worse furniture than I had. I will never purchase anything from them again it's not good quality and customer service is useless.

  Business Response

  Date: 01/16/2024

  Thank you for forwarding the guest's concerns to **.  After reviewing the guest's account we found that the guest originally purchased her dining room table set on January 29, 2022.  It was delivered on May 3, the guest reported issues with it not long thereafter, and received a completely brand new replacement table and chairs set which was swapped out June 3, 2022 for the one already in her home.  We apologize if the guest is having issues with the current set now, but as this is well outside the limited one-year manufacturer's warranty, the guest already received one replacement set, and did not elect to purchase the extended five-year protection plan to cover future damages, we are unable to approve her request for a replacement.  Unless the guest has other concerns not already expressed, we consider this matter resolved.

  Customer Answer

  Date: 01/16/2024

   
  I am rejecting this response because:the table was not swapped out because the table they bought was worse than what I have. A month after purchase the legs broke. Your furniture is not quality and I will not purchase anything from them. I received 1 chair which was broken the guys took that one and I received a repair kit.
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  I purchased furniture from Ashley Furniture ********* ** on 8/14/2023 on a layaway program. My customer code is ********** and my layaway order number was **********. My total bill was $10,884.13.When we were purchasing our furniture for our guest bedroom i wanted only a headboard, frame and mattress. I specifically asked if the frame would attach to the headboard without the rails, etc because the room was not big enough and I did not want the headboard resting against the wall. The associate ASSURED me that it would and that it would be assemble upon delivery. They frame, mattress and headboard arrived and was not assembled. I contacted the associate many many times and finally they sent the brackets (because they apparently did not come with the bed) and set up an assembly. They people arrived and said they could not attach the frame to the headboard. They put me on the phone with customer service who said that we either had to do it ourself or PURCHASE the side rails and footboard, then they would put it together.I asked to just return the frame and headboard and was told NO we cannot do that. I now have a bed that is not put together, cannot be slept in and useless.I want to return it and get my money back for the frame and headboard ($539.99 plus tax)

  Business Response

  Date: 01/13/2024

  Thank you for bringing this information to our attention. We have already approved a return of the QUEEN PANEL HEADBOARD/BELLABY (item B331-57) and QUEEN FOUNDATION (item M91X32). The return is scheduled for 1/17/24 and a full refund of $583.19 for the items will be submitted once the items have been returned. The customer has been notified of this and no additional action is required.

  Thank you,
  ******, Customer Solutions Professional
  ********************** Customer Care

  Customer Answer

  Date: 01/16/2024

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

• Initial Complaint

  Date:01/11/2024

  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.

  I ordered a dining room set from the store in *******, **. Delivery was delayed because item was damaged. Another delivery was set up, again the merchandise was damaged. Frustrated, I agreed to keep it and excepted the offer to be sent a ***** refund check for damages, along with the delivery charge and warranty fees to be refunded. I had to contact seller several times to get the delivery charges and warranty fees refunded off my account on their credit card, *************** The check refund to me was never received. I have called again several times to get this refund. They now are saying the money was refunded to their credit card which has already, many months ago been paid off and account closed by me. I no longer have this credit card. They are saying it is my responsibility to **** this money down. I told them this ***** had nothing to do with the financing of this merchandise, and was not supposed to be refunded to the credit card but, for a check to be sent to me. They refuse to resolve this any further.

  Business Response

  Date: 01/11/2024

  Thank you for bringing this issue to our attention. We have informed the customer that all refunds are submitted back to the original method of payment on the account. The $90 was refunded to the financing account on 11/16/23 in accordance to that process. If the financing account has been paid in full, the refund will show as an overpayment and the financing company will need to refund the customer directly. We are unable to reverse the refund to fulfill the customer's request. Regretfully, the customer will need to contact the financing company directly to request the refund.

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

  Customer Answer

  Date: 01/12/2024

   
  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:01/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased almost ****** of furniture in February 2023, its December 2023 and my furniture still is missing parts or damaged from the day of delivery, finally done of the parts came in and some guys came to fix some of the parts, theres wood tables that came damaged from the first day that need a craftsman to fix them and its been almost 1 year and no one has come, my furniture still isnt fixed completely and parts are still on back order, Ive waited long enough with out bothering or complaining Ive been patient but this is getting ridiculous already, my house wont be like I wanted for the holidays, Ive never dealt with such bad service, they said Ill get a refund as a discount once all this was fixed and obviously they has not happened, Ive been paying this furniture and it was damage from day one. I need my furniture fixed this isnt right, the guys who came left a bunch of trash and parts they changed at my house as well. Very unprofessional

  Customer Answer

  Date: 12/27/2023

  I have two separate orders shipped to the same address **************************************************************** phone number associated with the orders is ************ *********************** and ***************************** ************ ****************************************************************, Ive attached my texts from 4/12/2023, and still having the same issues Ive almost paid off this furniture and its all damaged from the day it was delivered, you can come pick up this furniture and give me money back! 

  Business Response

  Date: 01/05/2024

  Thank you for bringing this issue to our attention. We have sent the following information to the customer to assist in resolving the pending service issues.

  We have received your complaint and have reviewed your account information. We sincerely apologize for your overall experience and look forward to working with you to resolve your issues. We first reviewed your part orders. We see that the parts delays for the DINING *** SIDE CHAIR  (item D770-02) was what has been holding up the pending service for the QUEEN PANEL FOOTBOARD/REALYN (item B743-54), FIVE DRAWER CHEST/REALYN (item B743-46), and THREE DRAWER NIGHT STAND (item B743-93). In order to expedite your service, we have removed the chairs from the service order and have approved an exchange for all six of your dinning chairs. The exchange order number is ********** and has been scheduled for 1/10/24. The pending service, number **********, has been scheduled for 1/19/24. Once the exchange and service have been completed, please give us a call so we can go over compensation offers with you.
  
  If you have an additional questions, concerns, or if you need to reschedule, please reply to this email or call our ************************ at ************. Agents are available to assist you Mondays - Saturdays from 8:00 AM - 7:00 PM.

  Warm regards,

  Ashley Customer Care

  Customer Answer

  Date: 01/08/2024

   
  I am rejecting this response because: youre not providing service for all the items, youre replacing the chairs Ive been waiting for these repairs for 1 year already, when is the test of my furniture going to be fixed? 
  
  

  Business Response

  Date: 01/09/2024

  Thank you for bringing this to our attention. We have a pending service in our system scheduled for 1/19/24. This information was emailed to the customer on 1/5/24 along with the details of the exchange of the damaged chairs. Regretfully the parts needed to repair the chairs were delayed which is what was holding up the service for the other damaged items. Due to that delay, we approved the exchange of the chairs and was then able to schedule the pending service for the remaining damaged items. All issues have been addressed and will completed with the exchange on 1/10/24 and the service on 1/19/24.

  Thank you,

  ******, Customer Solutions Professional

  ********************** Customer Care

  Customer Answer

  Date: 01/10/2024

   
  I am rejecting this response because: the fact the only email received was an exchange for chairs I have not received anything about the 19 about repairs, and I will be out of the country Sunday the 14, how are you scheduling with out contacting the customer I dont understand this company or customer service 
  
  

  Business Response

  Date: 01/11/2024

  Thank you for bringing this concern to our attention. We have attempted to speak to the customer and have left a voice amil along with an email regarding rescheduling the pending service and exchange for the three remaining chairs. We schedule exchanges and services for the first available dates to help expedite resolutions and provide the customer with the number for our ************************ to reschedule according to their availability if the dates presented are not suitable. We will move all orders to estimated until we have confirmation of the customer's availability being the customer has noted they will be out of the country starting on 1/14/24 for at least a month's time.

  Thank you,
  ******, Customer Solutions Professional

  ********************** Customer Care
  ************

  Customer Answer

  Date: 01/12/2024

   
  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. 
  

  please contact me at the end of February to reschedule 

  
  

• Initial Complaint

  Date:12/28/2023

  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.

  Received delivery of 2 pieces of new leather furniture from the store in ***********, **, in February 2023. Within a month, a repair technician was at my house and stated one of the items had a bent frame and would need to be replaced. Several phone calls later and a visit to the store, and still no resolution. Was told on a November 17, call that the part was again ordered and I should see it within **** days. It is now December 27, and still nothing. I call and get put on hold 5 or 6 times and the phone ends up disconnecting. I think that is their way of dealing with issues. Some people can see the replacement order, some people can't. Definitely won't refund your money. I don't even want this furniture now. DO NOT BUY FROM ASHLEY!

  Business Response

  Date: 12/28/2023

  To whom it may concern,

  This customer is not in our market. We are ********************, an ********************** licensee in **, **, and GA. We sincerely apologize for this customers experience and wish we could be of assistance. Please forward this to the correct business.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a bedroom set from Ashley Furniture, per their purchase contract once the furniture is delivered it can't be returned. The bed was delivered missing parts that support the bed and also there was damage to the bed, dresser and nightstand. After talking to the representative on the phone they said they would order the parts and have them delivered (to me) and then they would send someone out to repair the furniture. Well I received one box of parts and it contained the wrong parts. I called and let them know that the incorrect parts were shipped and the person also let me know that the other missing parts were not ordered. Anyway I was told to follow up the next day to verify that the proper parts were ordered. Well I called and no one could tell me if or when the correct parts were ordered and when they would be delivered. So I'm stuck with damage furniture that I can't even use because of the missing parts. Also there was damage to two drawers that they said the would have shipped to me, however my home is not a storage facility for Ashley furniture until they get around to sending someone to fix their furniture.

  Business Response

  Date: 12/31/2023

   Hi there,

  Thank you for bringing this matter to our attention. I'm happy to inform you that the exchange for rails and footboard was successfully completed on December 29th. However, we understand that waiting until February 14th, ****, for our service department to address the issue is not ideal for you. We are currently working with our service department to find a sooner date to resolve the issue. If we are unable to do so, we will offer an exchange for the dresser, nightstand, and headboard. We also understand that you have had a negative experience, and we apologize for any inconvenience caused. We will offer compensation once the issues are resolved.

   

  Best regards,

  *******

  Customer Answer

  Date: 01/03/2024

   
  I am rejecting this response because:

   

  Without my approval, the service date was canceled and instead furniture was ordered. First instead of assuming this is what the customer wanted the business should have contacted the customer first. Now the service call has been pushed from February to March. The business should reschedule the service call back to the original date. Secondly missing and damaged parts that were ordered and should have been canceled since the business replaced the foot board are still showing at our home, our home is not an Ashley furniture storage facility and these items need to be picked up immediately. Furthermore  we oner 20 hours of time tied up in trying to remedy this situation and we expect to be compensated accordingly.

  
  

  Business Response

  Date: 01/04/2024

  Thank you so much for sharing your concerns. We apologize for the lack of communication during your experience. Sadly, we are unable to move up the date of the scheduled service, but will continue to monitor for available dates. 

  Otherwise, we can still proceed with the exchange approval to bring new items out to your home. 

  If you have any questions, please call ************

  Best Regards, 
  ****** Customer Experience

  Customer Answer

  Date: 01/07/2024

   
  I am rejecting this response because:
  Apologies do not correct the issues that were created by Ashley Furniture. Ashley sent me damage furniture with missing parts. It's obvious that the company does not inventory their products before delivery and when they say they are going to do something they are not sure what they are doing. They did send replacement part that were the incorrect parts. I still feel my request for Ashley to reschedule the repair date the they rescheduled without my input is not asking for to much. I should not have to wait three months to have this issue resolved.

  Business Response

  Date: 01/09/2024

  Thank you for informing us on this issue. We have spoken to the customer and provided details that service in their area is limited to the 2nd and 4th Wednesday of the month which is why the dates are limited. Regretfully we are unable to move up the service date. We have advised that we have noted the account for compensation which can be addressed once the service has been completed. The customer is satisfied with that information and will contact our ************************ after the service is complete to discuss the compensation options.

  Thank you,

  ******, Customer Solutions Professional

  ********************** Customer Care

  Customer Answer

  Date: 01/10/2024

   
  I am rejecting this response because:
  Because Ashley decided to state that the customer is satisfied with there response, does not mean the customer is happy with the response. What it really is, is that the customer has no other option  and is at the whim of Ashley.Today is the first time that we were told that the repair person is in the area only two days a month. Again maybe Ashley should have asked us before they cancelled the ************ date, and if Ashley really wanted to, the could cancel someone else like they did us and rescheduled our repair sooner.

  Customer Answer

  Date: 02/26/2024

   
  I am rejecting this response because:
  
  

  "We have advised that we have noted the account for compensation which can be addressed once the service has been completed. The customer is satisfied with that information and will contact our ************************ after the service is complete to discuss the compensation options."

  Their customer service department has been contacted, however we have had no reply from customer NO service.

  Just because a company replies to a complaint at the BBB doesn't mean that the do what they say. The complaint should be reopened because the company has not complied with it's stated resolution.

   

  From: CCRLG <*****************>
  Sent: Wednesday, February 21, 2024 1:39 PM
  To: ********************************* <*********************************************************>
  Subject: Re: You have a New Message from BBB Serving Southern Piedmont and Western ****, Complaint #********

   

  We are still waiting for ANY response regarding compensation from the business in their response on both 12-31-23 and 1-9-24

  Business Response

  Date: 03/01/2024

  To whom it may concern,

  Thank you for bringing this to our attention. The service has been completed and compensation has been agreed upon. The compensation refund has been submitted to our accounting department and the customer has been informed that refunds can take 7-10 business days to process.

  Thank you,

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

  Customer Answer

  Date: 03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and we have come to a resolution. However this process should have never taken over 30 hours of my time to resolve. CAVEAT EMPTOR!!!
  
  Thank you. 
  

• Initial Complaint

  Date:12/22/2023

  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 couch on September 5th, 2022 from Ashley Homestore at ********************************************************************. Our customer ID is *************** sales # is *********. One of our recliners had the metal mechanism become bent due to an error on our end. We requested for the part to be replaced and paid the fee to have it fixed in early October 2023. Within 2 weeks, the recliner was operating even worse so we called and requested another repair for free. Another repair was done on December 12, 2023 and the recliner is already starting to have the same problem as before (as of December 21st, 2023). We have a warranty on the couch and would like to have the whole recliner replaced as we paid too much money for part of it to be failing over and over again after barely a year. We do not want another repair as it has failed twice and the last technician that came out to fix it said the chair did not show any signs of damage, that it was just the metal reclining mechanism that was the problem.

  Business Response

  Date: 12/22/2023

  Hello,

  This consumer purchased items that is not under our licensee.  We are not able to assist.  Please direct complaint to the correct licensee.

  Thanks

• Initial Complaint

  Date:12/11/2023

  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 sectional sofa with recliners from Ashley HomeStore in July of 2021. This past April i called the warranty department and filed a claim to have the couch repaired or replaced. I called multiple times the warranty company and the store location in which i purchased. Finally after call *** for months and try*** to speak with someone i finally got a human on the phone and was informed that the warranty did not cover the upohlstery on the the furniture. so i was upset and contacted the store many times, visited the location to speak with the sales manager and there was always an excuse. so i have given this store many chances to make this situation right. the warranty plainly states the repair or replace would be covered as i purchased the 5 yr plan. I would just like my furniture repaired or replaced. I bought the warranty because i was assured everyth*** would be covered. I have been try*** to get this handled since may of 2023.

  Business Response

  Date: 12/11/2023

  Thank you for forwarding the guest's concerns to us.  We're sorry to hear that the guest's claim was denied by the protection plan provider.  Unfortunately, we do have any ability to alter the terms of the coverage provided by the plan, nor are we a party to their claims process.  We understand that the guest is dissatisfied with the plan coverage and would be happy, should the guest request it, to refund the cost of the protection plan to them.  We are not, however, able to repair or replace their damaged furniture.  If the guest wishes to request a refund of their plan they can call us at ************** or write us at ************************************* to initiate the request.

  Kindest regards,

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a dinning room set from them. When it was delivered, it came with some damages it got in transit. No problem, They agreed to send someone to fix it. That same day, After the delivery drivers left, we noticed that this table was damaged and fixed prior to being sent to us. Which means its no longer new. We have communicated with them but they are unwilling to replace the table with a new one. They are also unwilling to give a reasonable discount for us keeping the table. They reference that we signed and accepted it and should have inspected before the drivers left. Well, they repaired it as to camouflage it so you cant tell until youre actually sitting at it so they could sell it as new when it is NOT new anymore. It is just awful of them. They dont care that they are sending damaged furniture and selling it as if it were new. Seems like a scam to me. They also keep telling me someone is coming the next day when in fact they wont be here until the 29th of December. I have pictures to prove all of this!

  Customer Answer

  Date: 12/06/2023

  I purchased at the store located at:

  649 River hwy
  Mooresville, ** 28117
  
  
  But my complaint is not with the store. Its with the warehouse and their corporate office. My sales person was amazing. It was everything after that transaction that is just awful. 

  Customer Answer

  Date: 12/07/2023

  --------- Forwarded message ---------
  From: ********************************* <*******************************>
  Date: Wed, Dec 6, 2023 at 11:48 AM
  Subject: Re: You have a new message from the BBB of Metro ********** ** & Eastern ************ in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  
  
  649 River hwy

  Mooresville, ** 28117

  
  

  But my complaint is not with the store. Its with the warehouse and their corporate office. My sales person was amazing. It was everything after that transaction that is just awful. 

  
  

  
  

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

  
  
  

  Business Response

  Date: 12/08/2023

  Thank you for forwarding the guest's concerns to us.  We are pleased to confirm that we have spoken with the guest and awarded an exchange for a new table.  The exchange is tentatively scheduled for delivery on December 9, at which time the damaged table will also be removed from the guest's home.  We look forward to completing this for the guest promptly.

  Kindest regards,

  Customer Answer

  Date: 12/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. The table top they delivered to me today was damaged again and it was refused. I have requested that they send it to me in the box next time. If its damaged again, I hope they make it right and I dont have to submit another complaint. Im still not 100% happy but didnt want to reject their response because they are actively working on it and I only had 5 days to respond to their response. We will see how this goes. 
  
  Thank you. 
  

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a recliner from Ashley Homestore Outlet at *********************************************************** on 11/4/23. It was delivered and after a quick lookover it appeared to be working and in good condition. However, as I sat on it for a period of time it is leaning to the right and it is very uncomfortable. I am disabled and use a recliner to sleep. I called Ashley since I have a warranty to come out and see what is wrong. They told me they are ordering parts for the recliner and once the parts arrive to my home they will come out to fix the recliner. I don't know why they are ordering parts when they haven't even come out to look at the recliner. This has been going on for almost a month now and no parts have arrived. I need them to come over to look at the recliner to see what is wrong.

  Business Response

  Date: 12/04/2023

  Thank you for bringing the guest's concerns to our attention.  We do apologize that he has not yet received the parts.  We will be happy to review the guest's account to offer any possible resolution to his issue.  Unfortunately, none of the contact information provided - neither the name, phone number, nor the e-mail address pulled up an account.  If the guest would please reply to this with the name, phone number, e-mail address and physical delivery address associated with the order and/or the customer code or sales order number associated with the purchase, then we can review the account to better assist the guest.  Alternately, if the guest prefers, he can call our service department at ************** to provide the information and obtain an updated estimate on when the parts should arrive.

  Thanks, in advance,