Business Profile

Furniture Stores

Ashley HomeStore

Headquarters

Complaints

This profile includes complaints for Ashley HomeStore's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

300 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:10/09/2023
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.
On 9/5/2023 I ordered furniture by phone through the Ashley HomeStore at ********************************************************************************. In late September I was contacted that my order was ready for delivery. I was moving into the area and didn't yet have my exact move-in date so delayed scheduling the delivery, and was told the store could hold my furniture for ninety days. I then called to arrange delivery on 10/3/2023, and was told their system was down and they could not arrange any deliveries. I have been told every day that their system is down keeping them from sending any purchases out. I have been promised call backs the next day but never once received a call back. I have called the store back nearly every day this week and have only been told the system is still down (initially they said it was being updated), and there is no definite date when orders will begin delivery again. The thought that a major chain could simply not make deliveries for nearly a week seems unlikely to me, and if true shows a real failure in their business. The other possibility is there is a problem with my order in particular and I am being lied to while they try to get the inventory back in. In either case, this is something that needs to be resolved for me but also that other customers need to be aware of, as it is a thoroughly unprofessional way to conduct business.
Business Response
Date: 10/18/2023
Thank you for forwarding the guest's concerns to us. Our records indicate that this order has been tentatively scheduled for delivery on October 20. We will be contacting the guest within the next 24 business hours to provide the three-hour estimate when she may expect our team to arrive with the delivery. We look forward to completing this as quickly as possible for her.
Very kindest regards,
Initial Complaint
Date:10/09/2023
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.
Ashley Outlet located ********************************************************* Purchased a couch from this location and set a delivery date. ONE DAY before the scheduled delivery, I receive a text and an email stating that my delivery could not be completed due to "scheduled system maintenance" followed by an "unexpected outage" that prevented the delivery drivers from planning their scheduled routes. I live approximately 20 minutes from the warehouse where these sofas are located, and I know that it would not take more than an hour to have my delivery completed, or to complete a full refund of my purchase so that I could go to another store and get functional furniture. To have Ashley's representatives say that I'm unable to get my money back is unacceptable and highly suspicious. If my couch can't be delivered this week, I would like a refund in full.
Business Response
Date: 10/19/2023
Thank you for forwarding the guest's concerns to us. We understand the frustration with the recent network incident and apologize for the delay in completing delivery. That said, we are very pleased to confirm that delivery has been rescheduled for October 21. 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 this for him at that time.
Very kindest regards,
Customer Answer
Date: 10/19/2023

I am rejecting this response because: I have communicated with the customer service team multiple times since posting this message stating my desire to receive a refund for my merchandise. Today is 10/19/2023 and I have not received any communication about scheduling a delivery, drop-off, refund or return. There is a severe lack of coordination and communication in this company.
Business Response
Date: 10/24/2023
Thank you for the reply.
Our records indicate that the was, indeed, cancelled per the guest's request. Please allow approximately **** business days for processing of the refund back to the original method of payment. We truly appreciate the guest's patience through this process as we work to complete the desired resolution.
Very kindest regards,
Initial Complaint
Date:10/06/2023
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.
On 9/26/2023 I purchased a couch from Ashley Furniture through the website, I am being told however that it was an in store purchase. I am not sure how that works. I spent $3,496.32, I keep being told that the system is down and they cannot deliver my product, nor can I pick it up. They refuse to even give me an ETA. The "outage" has been going on for 3 days now with no updates. I got rid of my other furniture based on the delivery time they gave me now we have nothing. I have contacted customer service many times only to be told the same thing over and over. When I asked what my options to cancel were I was told they could not cancel or issue any refunds either. They will give me no date on when services can be resumed. Sales Order # ********** Customer number **********
Business Response
Date: 10/06/2023
Hello ****************,

We sincerely apologize for the experience you are having, but we are not able to provide you with a resolution or updates because we are experiencing this company wide outage and we can not access your information. Unfortunately, a timeframe is not able to be provided on regaining access. Our team is working diligently to get this fixed. Once we are able to access your account, we will immediately contact you.

We appreciate your patience and look forward to resolving your issue.

Kind Regards,
Ashley

Customer Answer
Date: 10/06/2023

I am rejecting this response because:
You are still not helping. You have my product, my money and I have nothing. This is not an acceptable response because you are not offering any resolution.
Business Response
Date: 10/11/2023
Hi there!

Thank you for reaching out to us.

We are currently experiencing system/network issues. Once our system outage has been restored, we will contact you to schedule your delivery.

We appreciate your understanding and apologize for this inconvenience.

Kindest regards,
Initial Complaint
Date:10/04/2023
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.
The company that Ashley Furniture uses for their 5-year protection plans denied a claim for our poorly made couch that broke after 3 years by just being sat on. When we purchased the plan, we were told it would cover everything for 5 years except pet damage. Here we are 3.5 years later and the store nor customer service will not assist us in replacing this piece.Sales person at location said she was going to dispute our claim getting denied because she agreed that the damage should be covered by the protection plan. She claimed she contacted the protection plan company and could not get them to cover the damage. After telling us we would have to pay nearly $700 for the sectional piece with taxes and delivery, she spoke to management and advised they would lower price to $438 to replace broken piece. Sales person advised they would follow up next day with delivery info but never did. We followed up 5 days later to confirm delivery date as we never heard from her. 6 days later (day before the couch is to be delivered) we still had not been contacted so we called customer service. They advised piece was out of stock and there was no estimated date for when it would be back in stock. We asked for the order to be cancelled so we were connected to a rep at the store who said that the cancellation request was in the system but she would have sales person call us back after handling a customer for receipt of cancellation. 3 hours later and still no call anyone at the store. We called again asking for document showing that the order was cancelled. Salesperson said that they dropped the ball on the only method used for documenting the refund on their end so she could only provide a picture of a negative account balance. It has been 3 business days since and still have not received any refund/receipt of refund from Ashley Furniture. We called the store today and spoke to **** who said he could not provide anything due to their system being down.
Business Response
Date: 10/05/2023
To whom it may concern,
Thank you for providing us with information. We are currently experiencing a company wide system outage and are unable to access the information needed to assist this customer. This complaint is top priority once we have access to our account system. The customer has been contacted and advised of this ongoing system outage.
Warm regards,
Ashley Customer Care
Customer Answer
Date: 10/05/2023

I am rejecting this response because:

While the business did contact me to inform me that they are unable to assist due to a system outage, I still have not received a refund and it has been 5 business days.
Business Response
Date: 10/06/2023
Hello,

Thank you for forwarding your concerns regarding your refund. We sincerely apologize, but unfortunately, we are not able to provide you with any information regarding your refund due to the network disruption. We can not commit to a time frame of when we will be able to regain access to our systems, but we will immediately contact you to resolve this matter once we are online again.

Thank you for your patience.

Kind regards,
Ashley
Customer Answer
Date: 10/10/2023

I am rejecting this response because:
It has been nearly 2 weeks- exactly 8 business days and I still have not received a refund or any communication from Ashley Furniture. I am unsure how a business manages to have a network/system outage for almost 2 weeks. Until I have received my refund, this complaint will remain open and I will remain unsatisfied. Ashley Furnitures customer service and lack of empathy for this situation has remained non-existent. Purchasing from this company has been the biggest mistake.
Business Response
Date: 10/11/2023
Hi there!

Thank you for reaching out to us.

We are currently experiencing system/network issues. Once our system outage has been restored, we will contact you to schedule your delivery.

We appreciate your understanding and apologize for this inconvenience.

Kindest regards,

Customer Answer
Date: 10/12/2023

I am rejecting this response because:

Im not sure why delivery is mentioned in the business response when I am seeking my refund for the order I cancelled two weeks ago today. I was told that I would receive my refund in **** business days. Today is the 10th business day from cancellation and I still have not received my refund. According to the business, they still are having a system outage.
At this point, I am requesting a 100% refund of the piece I purchased and then cancelled, along with the piece of the sectional replaced at no charge. I am requesting this due to the lack of customer service, lack of communication, being mislead several times, and the delayed refund that has now caused a financial burden to myself and my family as we have not been able to purchase a new couch since we have been waiting on the refund that we should have already recieved.

Business Response
Date: 10/19/2023
Hello!

Thank you so much for your continued patience! We are excited to share we have returned to normal operation. We have reviewed Mr. *********** concern and were able to issue the refund. We ask that you allow up to ten business days to receive the refund. It may come by check.

If you have additional concerns or question, please call ************.

Have a wonderful day.
Ashley Customer Experience.
Customer Answer
Date: 10/20/2023

I am rejecting this response because:

Due to the financial burden of waiting so long to get our refund, we missed the window of opportunity to purchase a new couch on sale.
We would like the armless loveseat replaced at no charge to us due to waiting passed the date we were told the refund would be returned to us (**** business days) and due to being misled by Ashley Furniture on original warranty purchased and delivery date.
Business Response
Date: 10/21/2023
Hello!

We apologize for the inconvenience you have endured. In an attempt to bring this matter to a resolution, we have approved a ONE-TIME courtesy exchange for the ARMLESS LOVESEAT/*********** (*******). There will be a delivery fee of 79.99$ plus applicable taxes to ***** this exception to the sale's terms and conditions.

Thank you for your continued patience.
Warm Regards,
Ashley Customer Experience
Initial Complaint
Date:09/29/2023
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 sofa on 3/3/23 and the salesperson charged an additional ****** for ************ plus warranty. *********************, the salesman told us that our sofa was 100% protected from any accidental scratches or defects for 5 years. Now, only 6 months later, I made a claim with the ************ Plus service and they denied the claim saying that the scratches and leather pealing on my sofa are normal wear and tear and are not covered. We were misled by the salesperson on purchasing the ************ Plus service. We want a refund of the $****** we paid for this service and an apology.
Business Response
Date: 09/30/2023
Thank you for bringing this to our attention. It is never our intention to mislead our guests with regards to the the extended protection plan coverage (or anything else for that matter). We sincerely apologize for any misinformation provided by the plan at the point of sale. In consideration of the circumstances outlined in the guest's complaint, we are more than happy to refund the protection plan in full. Please allow approximately **** business days for processing of the refund before it is applied to the financed balance of the order. We appreciate your patience and look forward to completing this as quickly as possible.
Very kindest regards,
Customer Answer
Date: 10/02/2023
Although we are satisfied with Ashley Furniture's response, I do not wish to close the complaint until they actually make the refund.

Best Regards,
*******************************

Customer Answer
Date: 10/20/2023

I am rejecting this response because:
Ashley Furniture has not refunded the payment and it has been more than 10 business days since their response.

Business Response
Date: 10/24/2023
Thank you for updating us.
We're sorry to hear that the refund has not been received yet. We can confirm that this has been processed and a refund of $320.24 for the protection plan has been approved. As the original order was financed, it will be the finance company issuing the refund check to the guest for the cancelled plan. The guest should expect to see that in the near future.
Very kindest regards,
Customer Answer
Date: 10/24/2023

I am rejecting this response because: Ashley Homestore financed the furniture. It was not an outside firm. My monthly finance statement comes from Ashley (see attached statement). I feel they are kicking the can down the road and procrastinating, rather than handling the issue. I checked my statement balance online today and as of today, there is no credit on my finance statement.

Business Response
Date: 10/24/2023
Hello!

Thank you so much for providing this feedback. While the Ashley Credit card is branded as Ashley, it is still powered by ******** Refunds will take up to two billing cycles to reflect correctly. We have attached a copy of the return invoice.

Thank you for your continued patience.
Ashley Customer Experience
Initial Complaint
Date:09/26/2023
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.
On sep 11/2023 i walked into Ashley homestore on ************, ******* in search of a t.v stand. I paid $311 for it with delivery estimated on 9/17/23. when 9/17/23 arrived, the delivery folks called me and informed me that they were at my address and i needed to go sign for the delivery. after them confirming my name and address, i signed for the delivery and at this time, i thought that the delivery was done and we would both go our separate ways. But the delivery driver refused to let me have the merchandise stating that i needed to be recorded on the phone stating that i received my delivery. i refused to do so because the transaction paper i signed only stated that a signature would be required. the delivery man then started yelling and stated that they would take the delivered product back. which they did. on the same day, i called ashley store customer care at `************ to tell them what transpired and i kept being transferred from one customer care agent to the next. i ended up speaking to about 3 different customer agent that day on the 8/17/23 with all saying " someone will call you tomorrow". at this time, i also went to the ****** address and left a review of how my delivery occurred. ashley responded with them saying that i should message them on the number under the review. which was ************. i messaged them the next day and i would hear back from them every other day with them promising resolution and no resolution happening. so far until today 9/26/23 i have spoken to multiple customer care agents, messaged the number left under my review numerously and even stopped at the ******* store 4 times. all promising resolution and nothing has happened. on 8/22/23 they sent me a check that was $200 dollars even though they had promised me that i would get my full amount of $311 and when i decided to cash it on 9/11/23 only for me to log onto my bank account on 9/15/23 and notice that the check bounced and my bank charged me a fee for that.
Business Response
Date: 09/26/2023
Hello!

Thank you for bringing ************************* concerns to our attention. We apologize for the inconvenience she has endured.

Mrs. ********* canceled Order # ********** on August 17th, 2023 after placing it on August 11th, 2023. Regretfully a full refund cannot be provided because the cancelation occurred outside the 72-hour time designated in the sale's terms and conditions. Delivery fees are also non-refundable. No additional refund will be processed.

In regards to the delivery team attempting to force Mrs. ********* to leave a voice message advising that she received her delivery, this is a standard process that provides our Dispatch Team confirmation, real-time tracking, and monitoring, and keeps us accountable in the event something goes amiss. We apologize for the coercion and have coached the team when an individual declines a voicemail.

For the refund check, we apologize for the confusion. Mailed to an incomplete address, the initial check was voided so a new one could be sent to the correct address. Again, our sincerest apologies for the lack of communication in Mrs. *********** experience. We will be sure to provide this feedback to our retail teams so the correct expectations can be set in all interactions.

As for resolving the issues, we will not offer additional items for free or at a discounted rate since these fees are listed in our sales terms and conditions. We regret we are unable to provide Mrs. ********* with her desired outcome.

Thank you again for your efforts.
Ashley Customer Experience
Customer Answer
Date: 09/27/2023

I am rejecting this response because:
1. Nowhere in the sales order terms and conditions do they mention that a voice message is expected during delivery. Why would they not put that on the sales paper if it's standard practice for their dispatch? Or mention it when i made the purchase. I buy alot of things that get delivered and a signature has always been sufficient. If it's their standard practice then i dont understand when i went to their store in glenwood the managers said" we have never heard of that rule/policy"
2. Both checks they sent had an apartment number therefore them saying that they had to cancel 1 check and issue another 6 days later doesnt make sense. And they should have had the audacity to reach out to me and tell me they cancel it instead of having me cash it. The check bouncing and my bank charging fees for that
3. In addition their sales order terms and condition paper state" any order change made after 3 days of purchase will incur a 10% restocking fee and requests to change delivery a $79 rescheduling fee will apply- i was home and due to them not informing me about voice message prior i declined the delivery. I shouldn't be charged for that. So i disagree with Ashley taking $111 from my payment of $311 when i called customer care in real time as i had a discussion with the angry delivery person and they did not intervene then and the delivery was taken back.
4. I did not receive any apology from Ashley homestore ever since this issue started until yesterday when they responded and i refuse that. They have wasted my time with different customer care personnel who kept passing my call to the next person. 4 trips to the store where i made the purchase and nothing being done besides having to retell the incident every time then them promising to reach out to someone.
Business Response
Date: 10/05/2023
To whom it may concern,

We have sent the following email to the customer. We currently have a three day company wide operation systems outage. This has impacted our completion of our review of the account. This complaint is a top priority once our systems are restored.

Good morning,

We are writing to inform you that we are reviewing your current complaint. Regretfully, our company is experiencing a company wide system outage that has impacted our completion of this review. As soon as our systems are operational, we will be able to complete the review and we will be in contact with you. Your account and issue is a top priority and we thank you for your patience.

If you have any additional questions are concerns, please reply to this email or call our ************************ ay ************. Agents are available to assist you Mondays - Saturdays from 8:00 AM - 7:00 PM.

Warm regards,
Ashley Customer Care
Customer Answer
Date: 10/05/2023

I am rejecting this response because:
We are going on month 2 of this small issue and its just more run arounds. They could have resolved this issue by refunding my money to the debit card i used but its being dragged by phone, by store and on email communication. Unacceptable
Business Response
Date: 10/06/2023
Hello,

We sincerely apologize for the issues you are having.

We are experiencing a network disruption and not able to access your account at this time. Unfortunately, We can not provide you a timeframe of when we will regain access, but we will respond immediately at that time.

We thank you for your patience and look forward to resolving this matter!

Kind Regards,
Ashley
Customer Answer
Date: 10/10/2023

I am rejecting this response because:
Its now 3 months since my complaint. This is simply an excuse. I would like my money back asap. Can BBB help me because this response is not working for me
Business Response
Date: 10/18/2023
Thank you so much for your continued patience.
We have returned to normal operation and spoke with Mrs. ********* regarding her concerns. Sadly, we were unable to come to a satisfying resolution.
In light of this, we have authorized a refund of 39.99$, the value of the delivery fee, to alleviate Mrs. *********** concern. This is due in part to the continued effort to find a satisfactory resolution despite the sale's terms and conditions being clear on the matter. We apologize for any additional inconvenience Mrs. ********* has endured through this process and hope that this exception will be a satisfying resolution.
Thank you for your time and effort.
Ashley Customer Service.
Customer Answer
Date: 10/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is not satisfactory but i am tired of the back and forth. I am yet to see the $39.99 but i will close the case at this time. I still believe Ashley home should have done better

Thank you.
Customer Answer
Date: 11/01/2023

I am rejecting this response because:
From: Xtine Ally
Sent: Monday, October 30, 2023 11:04 PM
To: BBB General Info
Subject: Re: You have a New Message from BBB Serving Southern Piedmont and ************, Complaint #********

When i responded last time, Ashley home stated that they had sent me additional $39.99, which i thought i would receive as their customer care told ******************** even though they refused to acknowledge their wrong. SO I accepted that i was satisfied by the resolution but its been 11 days and no check from them and no money sent to my card so I think they told BBB a lie just for me to close the case. I am very much still not happy with ashley home and not sure how to reopen the case.

Business Response
Date: 11/01/2023
Hello! Thank you for bringing this matter to our attention.
The refund was submitted on October 21st, 2023. It can take up to ten business days for a check to be received. Please check the mailbox at the corresponding address of *****************************************************************
Thank you for your continued patience.
Ashley Customer Experience
Customer Answer
Date: 11/02/2023

I am rejecting this response because:
Today is Nov 2nd. Its been 10 days. The said mailbox is checked daily. So far no check has been received from Ashley Home.
Business Response
Date: 11/09/2023
Hello!

Thank you for bringing this matter to our attention. It has been made aware to ** on November 7th that our refund system was still unavailable despite our remaining systems working at normal operations. We had originally thought it had come back online with the rest. It did not.

We apologize for the inconveniece this delay has caused. The refunds system is back up, and we are working around the close to issue all refunds. At this time, we expect an additional eight business days for your refund check to arrive.

Thank you again for your patience.
Ashley Customer Experience.
Customer Answer
Date: 11/09/2023

I am rejecting this response because:
I still haven't received my refund when they said it was sent Oct 21
Business Response
Date: 11/18/2023
To whom it may concern,
Our accounting department is researching the refund status. We have apologized for the delay and working to resolve this for the customer.
Thank you,
********************** Customer Care
Customer Answer
Date: 11/21/2023

I am rejecting this response because:
It's almost 4 months since this incident happened and its crazy how easy they take money but refund is a fight when they could have refunded it to me in the same debit card i purchased the furniture with but here we are. A big company taking advantage and hoping that i will let it go. This why i said i needed my full refund because this is become a story line for them
Business Response
Date: 11/21/2023
Hello!
Thank you for your response. A check for 42.89$ is on its way. Please allow up to ten business days for it to arrive at the address of ***********************************************************************
Thank you for your continued patience.
Ashley Customer Experience.
Customer Answer
Date: 11/24/2023

I am rejecting this response because:
Until i receive the funds i cant say i am satisfied because last time i did that it was never sent and different excuse was given
Customer Answer
Date: 12/11/2023

I am rejecting this response because:

From: Xtine Ally
Sent: Saturday, December 9, 2023 6:49 AM
To: BBB General Info <**************************************************>
Cc: *********************************
Subject: Re: You have a New Message from BBB Serving ***************** and Western ****, Complaint #********

Good morning,

I read the last message about my case being closed and even though i accepted the refund they had offered, i always maintained i was not satisfied.

Reason why i write is because i keep saying not satisfied because the alleged second check is yet to come to me.

If the last check was sent nov 22nd. Today is dec 09 and i just checked my mail and no check. I just dont understand that.

Ally
Business Response
Date: 12/11/2023
Thank you for forwarding the guest's concerns to us.
We're sorry to hear that the check has not yet arrived. We can confirm, however, that it was mailed out in late November. Due to the holiday season it is possible that the mail simply has not delivered it yet, though we agree that we would have expected it to arrive by now. Please give it until the end of this week to see if it arrives. If it does not arrive by Friday, we would invite the guest to call us at ************** to request the check be reissued. We will be happy to do so.
Very kindest regards,
Customer Answer
Date: 12/13/2023
There seems to be one excuse or reason after another since august when this incident occurred and its almost t months for something that should have been resolved long time ago.
Customer Answer
Date: 12/15/2023
I will let you know by Tuesday if i get the check. As of today 12/15/23 the check is not here. Thank you

From: Xtine Ally
Sent: Thursday, December 21, 2023 11:36 AM
To: BBB General Info <**************************************************>
Cc: ********************************* <*********************************************************>
Subject: Re: You have a New Message from BBB Serving ***************** and Western ****, Complaint #********

Good morning

Sorry i forgot to get back to you on 12/19/23

Sadly Ashley home did not send the second promised check.

I check my mail daily. They have the correct address and thats is why i felt that i needed my full refund for all the back and forth that has happened to me since August.

Ally.
Business Response
Date: 01/02/2024
To whom it may concern,
We have confirmed with our accounting department that the replacement check for $200.23 (check number *****) was received and cashed on 10/20/23. A second check for the difference of $42.89 was mailed on 11/21/23 was mailed to the same address on file and has yet to be cashed. We are reaching out to the customer to confirm the address and will reissue a check if the customer requests.
Thank you,
********************** Customer Care
Customer Answer
Date: 01/03/2024

I am rejecting this response because:
i have accepted this response before and the check never came. Until i receive the check i will be unsatisfied
Business Response
Date: 01/05/2024
To whom it may concern,
Thank you for providing us with this information. We confirmed with our accounting manager that check ***** mailed on 11/21/23 has not been cashed and we requested that the check be re-issued. A new check, number ***** for $42.89, was mailed on 1/4/24.
Thank you,
Ashley Customer Care
Customer Answer
Date: 01/09/2024

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:09/22/2023
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.
On 1-28-21 my wife and I purchased a sofa from Ashley HomeStore at *************************************************** The receipt showed delivery on/around 2-4-21. It has a limited lifetime warranty on the frame and they have acknowledged by phone and in person by repair tech(named ****) that it is a warranty issue. The sofa binds as you recline and the sofa is separating at both ends from the middle section. I started calling in June or July of 23 and have texts from Aug of 23. *** sent pictures and talked to numerous agents. The coach is discontinued and I was told originally parts not available.They were going to send parts and then schedule a tech visit but couldnt/wouldnt as no parts available. Over several calls to their customer service I talked to a lady named *** who was a level up in their repair/service ***** She agreed to send a tech to look at the sofa on Sept 1st of 23, It was then abruptly canceled by Ashley due to no parts. I talked to her again and she had us added back and **** came. He said the mechanisms under were the worse he ever saw and needed replacement. He called his parts **** that Sat while at my house and told them its a standard mechanism like many coaches and they ordered them and i was told they should be here soon. I called Ashley on **** to check on delivery and a rep put me on hold and called the supplier and told me it was mid October at earliest to ship. I have asked to have my coach replaced in full since they can not obtain the parts and its separating in sections and I am afraid of failure and injuring myself. I have asked to be escalated to a manager and am told they are not available. The Ft Mill ** is a corporate office for a large franchise area and I am told that talking to the actual Ashley Industries will do no good. I tried and talked to them in ******* ********* on ****-23 and they referred me back to the same people I have been dealing with. ************ along with my name will access the file with them
Business Response
Date: 09/23/2023
To whom it may concern,
Thank you bringing this to our attention. We have reviewed the account and have offered the customer an even exchange of the sofa. We have sent the customer the following email.
Good afternoon ******************,

Thank you for providing ** with your a detailed account of your complaint. We understand your frustration and sincerely apologize for the overall experience in regards to the issues you have had with your REC SOFA W/DROP DOWN TABLE product sku 8230489. We understand your safety concerns in addition to the extended delays of the necessary parts to restore the item. We have approved an exchange to resolve this issue. The exchange order number is 3983057978 and has been scheduled for the first available date of 9/27/23.

If you have any additional questions, concerns, or need to reschedule the exchange, 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,
******, Customer Solutions Professional
Ashley Customer Care
Initial Complaint
Date:09/21/2023
Type:Sales and Advertising 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.
My husband and I purchased 2 recliners Saturday 9/16/23 from Ashley Homestore Outlet in ******** **. They did not have them in the store for us to try. So we had to pick them up from the warehouse in ********* **. While I was paying for the recliners in the store I asked if we could return the recliners and they said yes you can return the recliners but need to call ************ to determine if we need to return the recliners to the warehouse, store or if they will pick up. After getting them home and trying one, we found that they are poorly made. The back does not stay up and there is no padding on the foot support. I called the phone number Sunday 9/17/23 and they were closed. I did send an email on Sunday and they responded stating they have a no return policy after picking up the product. I have called and spoke with several representatives from customer service to no avail. I have called the store and left messages but havent received any response. I am simply trying to get a refund for inferior products based on our conversation.
Business Response
Date: 09/27/2023
Hello ,

Thanks for bringing this matter to our attention. We attempted to contact the guest on 9/21 ,9/25 and 9/26 with no success.

We will continue to try to partner with the guest until resolved.

Kind regards,

Sherika
Customer Answer
Date: 09/28/2023

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:09/20/2023
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.
I purchased an order in which was financed and my associate promised me that I would get everything delivered at once. The distribution center only delivered my box spring and mattress which they delivered and sat on the floor. I was then told when I contacted customer service that they could not give me an estimated time of delivery for the rest of my items. I called the store that I purchased from and they told me the associate did TWO separate orders which is why the items were not delivered together. I was not aware of this & did not authorize for this to happen. It was done solely off the premises of making a sale since I was approved for a credit. I am extremely disappointed with my experience and will never purchase with Ashley again. I am having to make payments on pieces of items that I ordered all together and there is nothing being done to convenience me for what they are at fault for.
Business Response
Date: 09/21/2023
To whom it may concern,
The cx has spoken with our ************************ and agreed to compensation once the order is fully delivered. We have emailed the following information to the customer as well.
Good afternoon Jaquaisa,

We thank you for bringing your concerns to our attention. We see that you have spoken to our ************************ and have been offered compensation for your overall experience once your final delivery is completed. We will be reporting your experience to the Retail Management at the ***** location on your behalf to ensure that all representatives go over the delivery process in detail. We sincerely apologize for this experience.

We see that order ********** was set up a partial delivery on 9/20/23 for the AFI - QUEEN ******** product sku M50631 and AFI - 9" QUEEN FOUNDATION product sku M98X32 with the remainder of the order now scheduled for 10/6/23. There are not two separate orders under your account only two deliveries set up for the one order. We are able to provide split or partial deliveries on orders upon request and apologize that your order was set up for a split delivery without your request.

If you have any additional questions or concerns, 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: 10/09/2023

I am rejecting this response because:

I have been waiting on the rest of my furniture for 3 weeks. I originally purchased at the Ashley Home Store at *********************************************. I was told my order would be delivered by September 20th. On September 20th my order was partially delivered with only my box spring and mattress that has been sitting on the floor since being delivered. I feel extremely disrespected for that as is, and I filed complaint for this reason and the poor communication efforts made to inform me why they delivered a box spring and mattress with nothing else and it was also taken out of the plastic to sit on the floor. When I called the representative was extremely rude and couldnt provide me with a delivery date for the rest of the order and failed to explain why. I filed a complaint, and was then called the same day and told that the rest of my order would be delivered today, October 6th. I took off work for my order to be delivered, and I never heard from anyone at the delivery center or the store I made my purchase at - when I called customer service they told me the system was down and all orders scheduled for delivery this weekend were cancelled no one called and informed me. This is the second time theyve failed to do their jobs to communicate with me as a customer. I do NOT appreciate the service Ive received and demand compensation for the disrespect and inconvenience. They refuse to discuss compensation because I dont have all my items, but that is not my fault and Im still responsible for paying on these items. I will never purchase from this company again and I encourage others not to as well.

Business Response
Date: 10/19/2023
Thank you for forwarding the guest's concerns to us. We understand the frustration surrounding the failed delivery due to the recent network incident. Having restored the system, however, we are pleased to confirm that the remainder of this guest's order is tentatively scheduled for delivery on October 21. She will be contacted approximately 48 hours in advance and provided with the estimated three-hour window in which we may expect our team to arrive. We look forward to completing the order at that time. Once the order is complete and there are no outstanding issues, we would encourage the guest to call ************* at ************** to negotiate some reasonable form of goodwill compensation for the inconvenience.
Kindest regards,
Initial Complaint
Date:09/18/2023
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.
I was awarded **** in credit on July 9, 2021. I made a purchase of **** and had **** remaining approximately. I went back to the store and spent the remaining balance. About 2 months later, I received a letter from ***** Furniture stating that my credit limit was **** dollars. They immediately placed on my credit report that I was "over the limit" by **** dollars. I have been paying Ashley furniture for over 2 years and it still shows that I am over the limit **** dollars. How can I be over the limit after over 2 years, never made another purchase and the balance doesn't decrease? I made a payment of 220 plus 180 dollars thus far this month, the balance still didn't go down.
Business Response
Date: 09/18/2023
To whom it may concern,

Thank you for bringing this to our attention. We have emailed the customer with a detail of the orders placed, the dates billed, and the financing plans.
Good afternoon,

Thank you for bringing your concerns with your financing account to our attention. Your individual statements are with ******** We do not have access to that private information however we can review your orders and the amounts financed. Here is a break down of your order numbers, amounts financed, the finance plan and date delivered/billed. The plan information indicates how many months you have deferred interest, example TD6 means 6 months deferred interest. If the plan is not paid in full by that time, the deferred interest is then charged. For more details on the financed plan process and the interest, please contact ******* for details.
.
Order **********: $1845.87, there were 3 delivery dates: 7/19/21, 7/24/21, 7/25/21, TD24 Plan
Order ********** $313.17, 11/15/21, TD6
Exchange Order **********, $178.23, 2/25/22 TD18
Order **********, $1609.15, 3/24/22, TD12
Our records indicate that you have financed a total of $3946.42. If you have any additional questions regarding these orders, please let us know so we can assist. The **************** numbers for ******* are ************ and ************.

If you have any additional questions or concerns, 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: 09/23/2023

I am rejecting this response because: First of all, this was not explained to me. I paid 2 years plus on this account and it still has the purchasing amount. The trade-in was a swap so I should not have to pay anything, Ashley Furniture kept ordering the wrong part and when they came to my home, they recognized this. That's why they came out so many times and authorized the swap. I'm also rejecting because I was told the amount I was approved was **** and ******* or Ashley change it to the lower ***** creating an over account limit on my credit report. I want that corrected because I didn't go into the store and stole anything, I was told that **** was my limit. I want it off my credit report.

Business Response
Date: 09/30/2023
To whom it may concern,
Thank you for bringing this response to our attention. We processed a refund for the exchange difference charged and provided the customer with information on her financing company's contact information. The following email was sent to the customer.
Good afternoon,

We have received your claim response. We sincerely apologize for any inconvenience and frustration this issue has caused you. Regarding the exchange, we have processed a refund for the difference charged of $178.23. Exchanges for item at a higher cost do require payment for the difference however we understand that this was not correctly communicated to you and therefore we have processed the refund. Refunds can take **** business days to process and then depending on your statements dates, can take one to two statements before you see the credit.

Regarding your approved credit limit, please speak with ******** We do not have access to your financing account nor have authority to approve or change your credit limits. You can reach a ******* representative at ************ or at ************.

If you have any additional questions are concerns, please reply to this email.

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

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