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:12/01/2023

  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.

  Ashley delivered a couch on Oct 21, 2023. The delivery driver demonstrated that the couch work by activating without sitting in it. As he was pulling out of the driveway, we sat in it to try it out and it didn't work with weight in it. We contacted customer service as the truck was pulling out of the driveway. They advised that they would have to order a part that would take 2 weeks to get here and they one week for a service tech to repair. I asked to return the 15 min old defective couch and they advise that once it was off the truck it was not returnable. The part arrived on 11/2. **************** was contacted on 11/2 and we were advised that they best date that they can send an installer out is on January 2. 10 weeks of having a brand new non working couch sitting in my living room.

  Business Response

  Date: 11/27/2023

  We couldn't find anything in the system related to this complaint. It is possible this was purchased at another location not managed by RMS.

  Customer Answer

  Date: 11/29/2023

  I am attaching requested documents 

  Business Response

  Date: 12/05/2023

  Thank you for forwarding the guest's concerns to us.  Unfortunately, we are unable to schedule a service technician to restore the furniture at an earlier date as the route on which the guest lives is currently booked.  If there is an opening for an earlier date on the route, however, we will be reaching out to the guest to reschedule sooner.  We apologize for the inconvenient wait time and would invite the guest to call us at ************** once the technician has completed the restoration to discuss some reasonable goodwill compensation for the inconvenience.  We truly appreciate the guest's patience as we work to complete this as soon as possible.

  Kindest regards,

  Customer Answer

  Date: 12/05/2023

   
  I am rejecting this response because:
  Why are they not replacing the couch?  Their poor staffing is not my fault. You delivered a broken couch. It should be picked up and replaced. You didnt have an issue delivering a broken couch to my route. 

  Business Response

  Date: 12/06/2023

  Greetings everyone,

  I would like to express my gratitude for bringing the matter to our attention. I am pleased to inform you that the issue has been resolved. We have had a discussion with ********************** and we have offered the guest an exchange, which is scheduled for December 9th. ********************** has confirmed her satisfaction with the resolution and no further action is required.

  Thank you for your cooperation.

  Best regards,

  *******

   

  Customer Answer

  Date: 12/18/2023

   
  I am rejecting this response because:
  
  

  -----Original Message-----

  From: **

  Sent: Friday, December 15, 2023 12:53 PM

  To: BBB General Info <**************************************************>

  Subject: Re: You have a New Message from BBB Serving ***************** and Western ****, Complaint #********

   

  This case needs to be reopened as the company did not follow through with what was promised

   

   

  Business Response

  Date: 12/19/2023

  Thank you for the updated information. The customer has been approved for a return and refund for the item as requested. The return is scheduled for pick up on 12/21/23. Once the item is picked up, the refund will be processed. No additional action is required.

  Thank you,

  Ashley Customer Care

  Customer Answer

  Date: 12/20/2023

   
  I am rejecting this response because:

  I cant accept this at this time because Im receiving conflicting information.  The store manager who is very hostile and rude informed me that Ashley has a no return policy and I will never receive a refund  He stated that I will have to keep receiving however many deliveries that it takes to get a functional couch  .  
  I explained to him that I have already taken 12 hours of unpaid leave from my job to wait on multiple deliveries and I couldnt continue to do this. He stated that I would still have to schedule another delivery.   He has a terrible attitude. 

  Business Response

  Date: 12/22/2023

  Hello,

  We have created a return and it was picked up on December 21.  Please allow **** business days for your refund to reflect back in the same form of payment.

  If you have any further questions regarding your refund, please contact ************* at ************.

  Kind Regards,

  Ashley

  Customer Answer

  Date: 01/11/2024

   
  I am rejecting this response because:
  
  

  From: ** <***********************>

  Sent: Friday, January 5, **** 4:24 PM

  To: BBB General Info <**************************************************>

  Subject: Re: You have a New Message from BBB Serving ***************** and Western ****, Complaint #********

   

  Please reopen this case. Ashley did pick up the defective couch but only issued me a partial refund. Not the full refund as they had committed to. No one has been able to tell me why a partial refund was issued.

  From LA

   

  Business Response

  Date: 01/11/2024

  Thank you for bringing this matter to our attention. We wanted to inform you that we have successfully approved and executed return #********** for the 2 SEAT PWR REC SOFA ADJ ****** (5930147). 
  
  Additionally, we have initiated the return process for the Protection Plan and delivery fee associated with the purchase. A full refund has been approved, and the amount will reflect on the **** credit card statement within 7 to 10 business days.
  
  If *********************** has further questions or concerns, please feel free to reach out at ************. 

  Customer Answer

  Date: 01/30/2024

   
  I am rejecting this response because:
  

  From: ** <***********************>
  Sent: Friday, January 26, **** 7:48 AM
  To: BBB General Info <**************************************************>
  Subject: Re: You have a New Message from BBB Serving ***************** and Western ****, Complaint #********

   

  I need to reopen this case. For the third time Ashley has entered a response to get the case closed but has not followed through with their commitment 

  From LA

   

  
  

  Business Response

  Date: 01/30/2024

  Thank you for bringing this complaint to our attention.

  We have confirmed that the customer has been fully refunded for the return of the defective item including the delivery fee and additional protection plan. We have reached out to the customer via voice mail and email to provide the dates of the processed refunds, which were on 1/2/24 and 1/11/24.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:12/01/2023

  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.

  Furniture was purchased at this location and delivered several days later (11/27/2023). During the delivery a sofa was damaged as well as walls in my home and a vase which was broken. The delivery men pieced the vase back together rather than tell someone that they broke it. They also caused dings, dents and paint damage to the walls of my home.I contacted Ashley the same day regarding the damages and was assured that they would "make it right". However they have been slow to respond to any email or call at the store. When I contact customer care on 11/30/2023, I was told someone from their management team would call me back shortly. I have yet to hear from them. The store was provided images and and video of the damages and the "care" or lack there of by the delivery drivers. I believe they refuse to speak with me because the account is in my wife's name, however the home and property they damaged is in my name. The only offer to this point is to "repair" the damaged furniture. This is completely unacceptable because we did not purchase refurbished furniture.

  Business Response

  Date: 12/04/2023

  Thank you for bringing the guest's concerns to our attention.  We are sorry that the delivery team damaged the sofa and, more particularly, the guest's property.  We are pleased, however, to note that the the sofa is being serviced already.  Replacement parts have been ordered (parts order # *******) and will be shipped directly to the guest via *** or FedEx.  Once the parts are received, the guest should call our Service Team at ************** to schedule the appointment for the technician to restore the sofa to showroom condition.

  With regards to the property damage caused by the team, we forwarded the guest's information and evidence to the claims department for processing.  They should be reaching out to the guest within the next **** business days via the contact information provided to process the claim.  We truly appreciate the guest's patience as we work to resolve both of these outstanding issues as quickly as possible for the guest.

  Kindest regards,

  Customer Answer

  Date: 12/05/2023

   
  I am rejecting this response because:

  We did not purchase a refurbished piece of furniture or one from the ding and dent section of the store. 

  I have yet to hear from someone from their customer care management team as I was assured I would by "*****" in their customer service department. 

  When I contacted their customer care department again on 12/4 I was informed that "*****" never requested a management team member contact me as I had requested, but instead contacted the store manager ******* who only emailed my wife rather than call. The lack of customer service and response is unacceptable and unprofessional.

  I also do not believe that my wife and I should have to deal with a 3rd party delivery service to be compensated for the damages to our home and personal items. We paid Ashley Furniture $299 for a delivery fee and had no choice in who delivered the furniture. Because of this I believe Ashley Furniture should be responsible for the damages and then be reimbursed by the logistics and delivery company. They chose the company to partner with and therefore they should accept the responsibility for the damages caused by their choice of contractors.

  I have again requested a phone call from their management team and as of today,  I have not heard from anyone. 

  
  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding the guest's response to **.

  We are pleased to advise that, in consideration of the circumstances, we have approved a courtesy exchange of the damaged sofa for a brand new one, which will be delivered as soon as available and swapped out for the existing one in the home at that time.  While we are unable to assist the guest with his property damage claim, other than to refer him to the department that contacted him regarding his claim, we are happy to expedite this resolution for the sofa in accordance with the guest's wishes.  For the guest's reference, the exchange # is **********.

  Very kindest regards,

  Customer Answer

  Date: 12/16/2023

   
  I am rejecting this response because: as of today, 12/16/2023 we have not received an acceptable replacement. The sofa that was delivered this morning was damaged as well, and appears to possibly be a refurbished piece of furniture. There was no tag attached to the arm rest like the new ones that were delivered, and upon close inspection there are areas throughout that indicate the piece may not be new.

  My wife and I are still being forced to deal with a third party delivery company for damage and repairs to out home, and they have yet to make good on their offer.

  As of today I have also bot been contacted by a manager with the WeCare team. I continue to be told someone will contact me within 24 to 48 hrs, and it's been over 2 weeks since my initial call and complaint. 

  This is absolutely unacceptable and shows poor professionalism and lack of customer care.

   

  
  

  Business Response

  Date: 12/19/2023

  Thank you for providing us with this information. We spoke to the customer, confirming that we have confirmed that the new exchange scheduled for 12/21/23 has been assigned a new unit. We have also coordinated with our delivery management to further inspect the item to ensure the unit is in new showroom condition. The customer voiced his concerns with the process for in-home damage claims as well as his dissatisfaction with the overall process. The customer voiced his request that if this third attempt does not go smoothly, he would like to return the entire living room set. He also voiced his concern with overall compensation being that the in-home damage claim was approved for the smallest repair quote. The customer was advised we would discuss compensation once the exchange has been completed and would be provided with the direct contact of the Customer Solutions Professional Manager to reach out to. The customer will wait for the exchange on 12/21/23 to see if the issue is resolved.

  Thank you,

  Ashley Customer Care

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

• Initial Complaint

  Date:11/20/2023

  Type:Billing 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.

  Worst payment system I have ever dealt with. When trying to pay and set up payments barely go through. Charged interest too soon and cant get a reversal while trying to paying the bill in full.

  Business Response

  Date: 11/20/2023

  To whom it may concern,

  Thank you for providing us with this information. This customer financed their order through ******** We provided the customer via email with the ************************ numbers to inquire on their financing account. We advised the customer that all statements, billing issues, and financing plans for their account are handled by ******* and that we do not have access to that information. We provided our ************* information as well and advised that if they have issues with the actual furniture, to please reach out to us. No additional action is required.

  Thank you,

  Ashley *************

• Initial Complaint

  Date:11/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture with an extended warranty for five years. They came and picked the furniture up and I have called several times to get my refund and they tell me the computers are down. My claim #******. They brought two different couches and 2 different recliners and both did not work. I would like my full refund please. I bought the furniture from Ashleys furniture and the paperwork reads broadriverretail.com/warranty-information. When I do get thru to anyone they just give me the run around or computers are down.

  Business Response

  Date: 11/29/2023

  Hello! 
  
  Thank you so much for bringing this matter to our attention. 
  
  We can confirm a return was done on September 23rd, **** for the *** RECLINER/ADJ HEADREST (*******) and 2 SEAT *** REC SOFA ADJ ****** (*******). The refund due was 3343.73$ sent as a check on September 28th, 2023, to ********************************************************
  
  Another return for the 5YR PROTECTION (DCPLUS649) was completed on October 24th, 2023 for a refund of 567.99$ which was issued back to the original payment method on November 6th, 2023. The discrepancy that *************** reported comes from her protection plan cancellation. Because the items were in her home for eleven (11) months, she was given a prorated refund of the protection plan since at any point in those eleven months, *************** could have used the protection plan for cleaning or other services not covered by the limited manufacturer's warranty. 
  
  At this time, we do consider this matter resolved. Should *************** have any further questions, please call ************. 
  
  Best regards, 
  Ashley Customer Experience

• Initial Complaint

  Date:10/26/2023

  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.

  On October 7th I purchased furniture from the outlet store in ******** **. I spent close to 7000$. The salesman said it would be delivered on October 16th, however he neglected to say that their system was down and could not schedule anything. I called threatening a refund and got it scheduled for October 17th. I had to change the date due to not being able to make it to the delivery. When I called they had it scheduled for the 19th and that they would call me to confirm the change, which didnt happen so I had to call them. They told me that they took it out of the system to schedule it for that day, but were unable to schedule it for the 19th and didnt bother to tell me. The furniture finally got delivered on October 24th, but one of the items was damaged when delivered. We were told they would return it and contact me to schedule a replacement delivery for the item, which they did not do, so once again I had to call them. They said the item is currently unavailable and will have to wait until it becomes available again for delivery, but me and my fianc were not aware of the process and are now waiting for them to schedule a new delivery. This company has been unprofessional the entire time we have been dealing with them, including no communication on their part, a manager screaming at me on the phone during one of the interactions, and a salesman lying to us about delivery dates.

  Business Response

  Date: 10/26/2023

  Thank you for forwarding the guest's concerns to **.

  We are very pleased to advise that the order has been tentatively rescheduled for October 28.  The guest will be contacted approximately 48 hours in advance with the estimated three-hour window in which he may expect our team to arrive.  We look forward to completing the order for him at that time.  Should he have any additional questions or concerns following delivery, we would strongly encourage him to contact our ************* team at ************** for a prompt resolution.

  Very kindest regards,

• Initial Complaint

  Date:10/25/2023

  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 a bedroom set from Ashley furniture in *********, ** 2nd week of August 2023. The furniture has an awful odor of formaldehyde in which I wake up with a headache every day. I tried for weeks to air it out but to no avail. I did a formaldehyde test on it and it came back with a 0.06-0.08 result which I have researched and found out **** is toxic. Formaldehyde has carcinogens, as an RN I am very well aware of the affects of that chemical. It affects my health every single day since after its delivery. I have been trying for weeks to get it out of the house, I 100% want a refund as I do not want any furniture from that store. I did manage to speak to the manager of the store whose first name is ***** ONCE and explained the problem with the furniture,I spoke to their customer service center several times only to be told there is nothing they can do. The past two weeks contacting the store has no longer been an option as I have been told their systems have shut down and it is impossible to speak to anyone at the store. *************************** states they cannot contact the stores either. Is this possible?! I live 1hr 40 minutes from the store I do not want to make that trip unless there is someone present to resolve this issue. I honestly cannot take another day of the odor in the bedroom from that furniture. IT IS A HEALTH HAZARD Again, the stores systems have been shut down so it ***** to be the customers with issues regarding their merchandise. I would greatly appreciate some answers and would appreciate the removal of that furniture from the house. Thank you for your interest in this matter,*********************** ************ ******************

  Business Response

  Date: 10/11/2023

  This is not our customer. We are individually owned and operated and do not have a store in the *********, ** area, nor a customer by this name. **************** needs to direct the complaint to the city she purchased in.

  Customer Answer

  Date: 10/25/2023

  I purchased a 4 piece bedroom set called

  Robinsdale

  that still reeks of formaldehyde 

  from Ashley Home Store in *********, **

  I reported it to BBB only to receive a reply that the case has been resolved and closed. 

  The store did send out another set to switch out as I agreed with, however, the delivery men let me on the truck so I could smell inside the drawers and outside in fresh air was the same formaldehyde smell so I did not accept it. 

  That to me is NOT a resolved case. 

   

  I have been talking to a very cocky arrogant

  store manager whos name is ***** at the ********* ** store he tells me he will forward the issue to corporate office and they will be in contact with me,

  as he cannot do anything about it. 

  I have yet to hear from corporate office and it has been 2 weeks not to mention the time Ive put in this mess since beginning of September. 

  I cannot deal with the headaches and nasal passage burning from the odor. 

  I plan on seeking legal counsel for guidance to get this resolved via a refund and the furniture OUT OF MY HOUSE. 

   

  Thank you for your response,

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

  Business Response

  Date: 10/25/2023

  To whom it may concern,

  We attempted to contact the customer and left a voice mail along with sending an email with the following update. We confirmed and apologized for the delay due to a two week network outage for entire company. We have offered compensation once the exchange has been completed. The pending exchange that was in the system prior to the outage has been scheduled for 11/2/23 which is the first available date. The customer has been advised to email or call if there is anything else we can do to assist.

  Thank you,

  Ashley Customer Care

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

  Customer Answer

  Date: 10/26/2023

   
  I am rejecting this response because:

  An exchange of furniture was already attempted, I inspected the chest of drawers while it was still on the truck and the same formaldehyde odor was pungent in the top drawer so I did not accept it. I am not accepting a second attempt to exchange as Ashley furniture corporate office manager emailed me that would happen next week without asking. 
  Again, I would like a refund and the furniture out of my house so I can eliminate the odor and get rid of the daily headaches and nasal burning.

  Formaldehyde is toxic and a health hazard, and it is affecting my health! This is something not to be handled with an exchange of the same problem!

  Thank you,

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

  
  

  Business Response

  Date: 10/26/2023

  To whom it may concern,

  The following resolution has been emailed to the customer.

  Good afternoon,
  
  We apologize for this inconvenience and have approve a return of the items listed below. Once the items have been picked up a refund will be processed and sent to your financial intuition as a credit on your financing account.

  
  TWO DRAWER NIGHT STAND product sku B742-92 x2
  DRESSER/*********** product sku B742-31
  FIVE DRAWER CHEST/*********** product sku B742-46
  BEDROOM MIRROR/*********** product sku B742-36

  
  For your reference, the return order number is ********** and has been scheduled for the first available date of 11/2/23. 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: 10/27/2023

   
  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:10/23/2023

  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.

  On 8/19/2023 my wife and I purchased several pieces from this store, including an adjustable height desk. The desk was delivered separately on 9/06/2023 by company truck. After assembly, the adjustable mechanism did not work. The drive noted it on the ticket, and said call and a technician will be out to fix it. After 2 weeks, I contacted their service and was told the parts were not available yet. Wednesday, 10/18/'23 (6 weeks) I contacted them again, and was told the parts were not shipped yet. No idea when/if they will come in. I asked them to return the item for credit and was told NO! That was not in their agreement with consumers. I assumed any agreement would include delivering merchandise in working order. They will not pick it up, or tell me when they will have the parts. 10/21/"23 I spoke with a manager in corporate office (*******) who told me it was their policy not to return anything that was not defective. I told her to send her technician out and he would tell her it was defective. She said she wouldn't do that without the parts. But no idea when the parts would come. I have tried twice to contact local store manager, who has conveniently been absent on both occasions. Their stellar service department has only sent 1 update on the order, that on 10/18/'23, AFTER I called them. In that note they told me to stay tuned for ANOTHER TWO WEEKS for another update. I want a piece of merchandise that works. I prefer either a return, or a working replacement. I do not believe waiting for an undisclosed time is acceptable for any business.

  Business Response

  Date: 10/24/2023

  Thank you for forwarding the guest's concerns to **.

  We apologize for the delay in the parts order.  After confirming with our parts department we now estimate that the parts may not be available from the manufacturer for at least another month.  In lieu of asking the guest to wait further for their arrival, we have cancelled the parts order and approved an even exchange for a brand new desk (at no cost to the guest), which will be delivered and swapped out for the defective one as quickly as possible.  We will be contacting the guest directly as soon as the estimated delivery date and timeframe are available to set expectations when they may expect our team to arrive to make the substitution.  We truly appreciate the guest's patience throughout this process and look forward to delivering their new desk soon.

  Very kindest regards,

  Customer Answer

  Date: 10/24/2023

   
  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. 
  

  Customer Answer

  Date: 11/03/2023

   
  I am rejecting this response because:
  

   

     *****, I am contacting you concerning my complaint against Ashley Home Store. Assuming you have access to the above complaint file, I will proceed with an update and question. As you will see in the letter from Ashley they agreed to replace the item (an adjustable height desk) with another one, due to parts not being available to make it adjust. That attempted exchange was done on Tuesday, October 31. The driver arrived with a replacement desk, and a spare motor. Neither worked. When they had concluded the "new" desk would not elevate, I told them I would not sign their trip ticket, and they should leave the original desk in place. It has now been 8 weeks and 2 days without a resolution to this problem.

     Your letter stated your office had marked the situation resolved. I don't think it is. What is my next step. Do I start over and file another complaint, or can you reopen the previous one?

     I feel the retailer is selling inferior merchandise, and is not willing to stand behind it. At this point, I want it picked up and credited. 

  If you can help me along the process, I will be in your debt.

  Thank you,

  ****** Turner 

  
  

  Business Response

  Date: 11/08/2023

  To whom it may concern,

  The customer has already been approved for an exchange of the ADJUSTABLE HEIGHT DESK product sku H304-29. The exchange order number is ********** and is scheduled for delivery on 11/10/23.

  Thank you,

  Ashley Customer Care

  Customer Answer

  Date: 11/10/2023

   
  I am rejecting this response because:
  Today (Nov.10,2023) a second attempt was made to exchange desk. ************* could not assemble it. I had suggested to the customer service rep. they assemble it in shipping warehouse to save time if it didn't work (a common sense thing to do). No such luck.

    This has gone on long enough. I want this desk picked up and credited to my account.

  We are in the 10th week since original delivery.

  Business Response

  Date: 11/10/2023

  To whom it may concern,

  We have approved a return of the item and have provided the customer with the following correspondence.

  Good afternoon,
  
  We have received your complaint for the exchange attempt for your ADJUSTABLE HEIGHT DESK product sku H304-29. We sincerely apologize that there was an issue with assembly of the item.  We have reported this to our delivery management team. We have approved a return of the item. The return order number is ********** and is scheduled for the first available date of 11/17/23. Once the item is picked up, a refund of $667.79 will be processed and sent to your original method of payment. Refunds can take **** days to process and then depending on your billing cycle with your financing institution, 1-2 billing cycles to show on your statement.
  
  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

• Initial Complaint

  Date:10/16/2023

  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.

  I bought my furniture at Ashley Homestore located in ************************************************************************************* ***** on September 2, 2023 and was supposed to have my furniture delivered on October 10th and my furniture never showed. They claimed there system was down and couldnt get my order and I couldnt cancel. They say they were calling everyone to compensate each customer for their network issues and never called me at all. I had to continually call them and I actually went into to the store and yet they are still selling customers merchandise but telling me their system is down. If the system is down how can you sell merchandise? Now they have my money and if I cancel they will charge me 10% for restocking fee which should be a scam because they get customer to buy their stuff, tell them a delivery date and when the customer call back asking where is the delivery, they seem to have a excuse on why they cant access my account to tell me when my order will arrive. Im just tired of the store playing games with my furniture. I donated my old furniture to the ************** and I have no furniture in my home because Ashley Homestore said my new furniture would be there at my home October 10th. The lies they tell customers and play these games as if they care need to be stopped and I will get ********** Station and local media involved to expose the bad business these people do and play with people who work hard for their money. I want my furniture and I want to be compensated like as was promised by store manager

  Business Response

  Date: 10/19/2023

  Thank you for forwarding the guest's concerns to us.  We apologize for the inconvenience caused by the recent network incident, limiting our ability to service our guests without full access to our systems.  We are pleased to confirm that the guest's request to cancel his order has been completed and the refund is currently in processing back to the original form of payment.  Please allow approximately **** days for this to complete.  We appreciate the guest's patience through this frustrating process.

  Kindest regards,

  Customer Answer

  Date: 10/19/2023

   
  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:10/12/2023

  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.

  Dealing with Ashley Funiture is a nightmare. I purchased a ***** and ****** mattress after 2 months its started sagging. I called on Sept 30. They scheduled someone to come out on Oct 10. I waited half the morning and then decided to text the person I sent the pics too only for her to say oh our system is down we don't know when someone will be out. Unacceptable. I have not slept good in over 2 weeks. I would like a new mattress at this point. I have never seen a company so uncaring. and furthermore no one called me to tell me about the system was down. See my point.

  Business Response

  Date: 10/12/2023

  Hi there!
  
  Thank you for reaching out to us.
  
  We are currently experiencing a network incident. Once this incident has been restored, we will contact you to reschedule your mattress evaluation. 
  
  We appreciate your understanding and apologize for this inconvenience.
  
  Kindest regards, 
  
  

• Initial Complaint

  Date:10/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/17/22 customer code ****** sales order #********** Cancellation fee ****** plus $27 To $45 monthly late fee. Cancelled order within 3 business days and received a bill for months till now and have spoken with Manager ********************* and customer service. And ******************************************* opened an account with ******* in my name, #*******************. ******* says we have a Credit Card and an outstanding loan with them for the same amount as ashley furniture. $****** plus late fees. ******* will not quit billing us until Ashley tells them to not bill us. Sales person ********************* did not tell us of any repercussions from Cancellation. ****** did not post any return policy and I have no paper Work to the Contrary. This fraud, deception, unfair and unethical business practices.

  Business Response

  Date: 10/11/2023

  Hi there!
  
  Thank you for reaching out to us.
  
  We are currently experiencing ongoing system/network issues. Once our system outage has been restored, we will contact you regarding your BBB submission. 
  
  We appreciate your understanding and apologize for this inconvenience.
  
  Kindest regards,