Complaints

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

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
• 

  Ashley HomeStore

  5345 South Blvd Charlotte, NC 28217-4117

  
• 

  Ashley HomeStore

  2201 US Highway 70 SE Hickory, NC 28602-5165

  
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  Ashley HomeStore

  430 E McCollough Dr Charlotte, NC 28262-3426

  
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  Ashley HomeStore

  230 Forum Dr Columbia, SC 29229-7933

  

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:05/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased at the end of January. We ordered $17,000 worth of furniture. We ordered a Tempurpedic bed, bed *****, a base that moves and new bed side tables along with dressers. We were told that the bed ***** we ordered would fit the bed. it does not. The company keeps running ** around in circles. the king ***** does not fit the tempurpedic bed. The person who sold ** the merchandise no longer responds to **. The emails from Ashley are few and far. We are now stuck with a bed ***** that does not fit our bed. They broke the bed ***** one time trying to make the bed fit. Then they delivered a new bed***** and left it in the box and never assembled it. We have a $17,000 bed set sitting in boxes and the company could care less to refund or fix a product they sold ** that does not fit the bed we bought. We need a solution and money refunded. The store told ** they would refund ** and send ** new product. NOTHING is being done.

  Business Response

  Date: 05/25/2023

  Good afternoon,

  We have spoken with the guest and have come up with the following resolution. We have submitted a 50% refund on the delivery charges, we have a return scheduled for 5/31/23 for the bedroom set, we have sent a request to Tempur-Pedic for the additional legs for the adjustable bases, and provided the customer with the process on cancellation of the protection plan. The customer is satisfied with this resolution.

  Thank you,

  Ashley Customer Care

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

• Initial Complaint

  Date:05/16/2023

  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.

  The quality of products with this company is subpar at best. I am embarrassed to even have to share that even with an EXTENDED WARRANTY on our furniture, we're left sleeping on our mattress on the floor because our bed that we purchased LESS THAN A YEAR AGO collapsed. We purchased a King-sized bed and mattress along with a dresser for almost $5,000 in June of 2022. Our furniture arrived in August and we had no issues other than the backorder of delivery which we understood. Fast-forward to April 2022, I sat on my bed preparing to sleep and the entire left side (my side) collapsed. The wooden frame panels literally snapped off the siding. I am 170lbs and 56. Even if I werent, with the amount of money and expectation of quality given, this furniture should have more sustenance especially after 7 months of purchase! We placed a claim and were told we had to have the bed serviced. Oh, and then we have to wait until the parts come--and of course, they're backordered. Meanwhile, no one updates us on anything. They haven't sent anyone out to even look at the bed to ensure that it can be fixed, nor do they provide ANY updates on the status of the furniture unless we call to check on parts.Luckily, we have a room big enough to have essentially two King ************ in the floor and one beside it but it's HORRIBLE. We're in a brand-new house, with a baby, laying on a mattress. Not one person has offered ** anything in 2 months--not even updates on the parts. We are working professionals that are now experiencing health inconveniences due to sleeping on mattress on the floor. I dont even want to think about the damage that is being done to the mattress! I will tell every person that I know not to patronize Ashley Furniture. BEWARE!!!

  Business Response

  Date: 05/17/2023

  Hello! 
  
  We apologize for the inconvenience ***************** has endured with her bed. To alleviate the issue, we have authorized an exchange for her rails. 
  
  At this time, we have a tentative delivery date of May 20th. ***************** will receive the time frame two days prior. Once her bed is back in fully functioning condition, we will be glad to sit down and discuss compensation for her suffering. 
  
  Thank you for bringing this matter to our attention. 
  Ashley *************

  Customer Answer

  Date: 05/22/2023

   
  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 once properly compensated.
  
  Thank you. 
  

• Initial Complaint

  Date:05/16/2023

  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.

  Ordered a couch with a 5 year protection plan was told when purchasing that if i didn't use the protection plan that after 5 years i could get my money back in full.After getting the protection plan official documentation nothing of the sort is mentioned in it.I was sent this official agreement on 4/20/2023. I immediately contacted Ashley's via their online chat and was told i needed to call 5starservices to cancel.I called 5 star services*************) and they said in order to cancel i would need to fill out a claim on their website. They said they don't have one for cancellation so just fill out any form and they would process the cancellation.I followed up with 5 star a week later and they said they were waiting on management to approve it.Finally on 5/5/2023 they approved the refund but only for a *****% prorated amount. However, according to our agreement as long a the cancellation is requested within the first 30 days they would provide a 100% refund.5 star claims in order to get the refund i need to contact ashleys within 6 months to get my refund.Ashleys how ever is telling me that 5star needs to contact them before they will process the return.I'm getting the run around between each company and would like to know when to expect the refund.My agreement is with ashleys primarly and they contracted with the 30 day return which is also agreed to by their third party provider 5 star From the policy agreement F5-5YR-DIA-1.pdf "CANCELLATION: This Plan *** be cancelled by You for any reason. To cancel this Plan, contact the Administrator toll-free at ************* ]. If You cancel this Plan within the first thirty (30) days after purchase of this Plan and no claims have been made hereunder, You will receive a full refund of the Plan purchase price."From the refund approval 5starrefund.pdf:Any refund that *** be due under this Notice expires six (6) months from the Cancel Date captioned above. You must contact the Dealer(Broad River Retail) named above within six (6) months to collect your refund.

  Business Response

  Date: 05/16/2023

  Good afternoon,

  Thank you for bringing this issue to our attention. The account was reviewed and the customer was issued a refund for $320.24 which is the full amount of the cancelled protection plan plus tax. The customer did in fact contact ** to cancel the plan within 30 days of the delivery and therefore did qualify for the full refund. The customer has been notified by email and the refund is currently being processed by our funds department.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:05/11/2023

  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 submitted an online purchase on March 18, 2023. I purchased 4 chairs and a cabinet with the Ashley credit card. When the cabinet was delivered it was assembled incorrectly, rickety and missing shelving parts so I asked the delivery team to return. They phoned a supervisor who informed me the item would be removed and credited to my account. A month later and I call to request my access be updated and I was told **** days. Were approaching 3 weeks and no action has been taken. Im making payments for items I dont have and would like to have my accounts updated with the correct purchase amounts, especially if it involves paying interest.

  Business Response

  Date: 05/12/2023

  Good afternoon,

  This is an Ashley Furniture Online order. All issues with payments or refunds will need to be addressed with the ************************* at ************.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:05/05/2023

  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 8/31/2022 I made a purchase at Ashley Furniture in **********, **************. The items were delivered on 9/17/2022. When the furniture arrived there were numerous issues with some of the furniture being damaged. A replacement delivery was then scheduled to replace the items. I inquired about returning the two recliners that were included in the order and I purchased 2 new recliners to replace them. I decided to keep the original recliners and refused the delivery of the new ones I purchased. The new ones I had purchased cost more than the original ones and I was refunded the difference. Ashley Furniture knew at that time I still had the original chairs and did not return them. Because of all of the issues with my order, I was offered compensation. I was issued 2 checks and an Ashley gift card. One of my recliners is now in need of repair. I am being told that one of the credits was issued in error as a refund for the 2 chairs that I was originally going to return. I was previously told that this was part of the compensation. ****** Furniture is refusing my repair under warranty as they are stating that I received the chairs for free after their error in issuing a refund. I was notified by text and not even by a phone call that I must pay the refunded amount issued in error for the chairs to receive any kind of warranty assistance. They also stated that the chairs now show as "returned" in their system even though I still have them. I feel that because it was their error and not mine I should have a valid warranty and receive service.

  Business Response

  Date: 05/06/2023

  Hello Mr. ******************** you for contacting us.
  
  Unfortunately, as we provided, we will not service your merchandise.  We refunded the amount of the initial chairs purchased (currently in the home).  Also, the difference between the chairs you reselected, and did not keep ultimately.  You have chairs that you did not pay for and received an extra refund credit to your financing totaling $1738.38.   
  
  Please obtain a furniture contractor, and you may contact us to purchase parts if needed.  
  
  We have considered this matter resolved.
  
  Kind Regards,
  Ashley

  Customer Answer

  Date: 05/08/2023

   
  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:04/11/2023

  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.

  Dieliverd damaged sectional. I refused order. Because they couldn't tell me if they have anymore. Wanted me to keep the part that was not damaged. I want my 400 dollar refund. Now want to charge restocking fee and delivery for something that is damaged. Getting the run around about my money. Every time u call its a different person .they put in a cancel the order. I refused damage product

  Business Response

  Date: 04/11/2023

  Hello,

  Thank you for bringing this matter to our attention. We have spoken with ********************* and offered a full refund. We submitted the refund request today.

  The customer is aware that it can take up to 10 business days to receive their refund on the Credit card after processing. It can also take 1-2 billing cycles for financing.
  

  ********************* is satisfied and no further action is required.
  

  Kind regards, 

  
  Sherika  

  Customer Answer

  Date: 04/12/2023

   
  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:04/10/2023

  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.

  11/10/2021 Ashley Furniture ************************************************** ***** purchased extended service , have been told they will get back to me, and that has yet to happen, after all info provided to them and still no response. At this point I would like a full refund.

  Business Response

  Date: 04/12/2023

  Good afternoon,

  We have sent an email to the email on the complaint for updated contact information. We have been unable to reach the customer by phone and the email we have on the customer's account is different than the complaint. Once we have a response from the customer on the best contact information, we will speak with the customer to work on a resolution. We also have correspondence from Guardsman ******************** who has the pending service order that they also have had difficulty reaching the customer.

  Thank you,

  ****** Customer Care

• Initial Complaint

  Date:04/10/2023

  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 made a furniture purchase with Ashley Furniture on 07/18/22 with an agreed amount of $2,154.95 through Acceptance Now with 3 months zero interest financing. The full bill was satisfied on 10/03/22. I was overcharged $283.69 and was promised by corporate and by Acceptance Now the difference would be refunded to me via a mailed check. It is now several months later and I have not received my reimbursement. I am seeking a repayment in the amount of $283.69. The order number is **********. Supporting documents are attached to reflect the agreed amount versus the amount paid.

  Customer Answer

  Date: 04/06/2023

  The complaint I am filing is against Ashley Home Furniture. The address is ***************************************************************

   

  Business Response

  Date: 04/11/2023

  Thank you for forwarding the guest's concerns to us.  We apologize for any miscommunication the guest may have received previously regarding the refund, but all refunds are applied to the original method of payment.  As the order in question was financed, her refund was issued to the financier.  (No check would be issued directly to the guest in this circumstance.)  Our records indicate a total refund of $299.99 was forwarded to the finance company on October 14.  The guest can contact the finance company, ANOW, by calling them directly at (*************.  They can address any questions or concerns she has regarding her balance. Unless the guest has other concerns, we consider this issue resolved.

  Kindest regards,

  Customer Answer

  Date: 04/12/2023

  I have contacted the finance company at the provided phone number and spoke with ****. I was informed that the order modification was never sent, despite informing the Ashley associate (Lindburgh) of the order update that was completed through your online website. Due to the failure of the store to produce an updated invoice, I am requesting your assistance in notifying the finance company of this error that resulted in the overpayment. The agreement number is rtD00008 and all documentation can be sent to the following email address: **********************************
  
  
  I appreciate your assistance in resolving this matter.
  

  Business Response

  Date: 04/17/2023

  Good afternoon,

  We have records indicating that we sent Acceptance Now the price adjustment payment of $299.99 on 10/14/22. We have reached out to Acceptance Now for confirmation on their end. We do not have access to Acceptance Now's records. The customer has been notified of this.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:04/03/2023

  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.

  In November 2022, I purchased a split king moveable bed and mattresses, mattress cover, as well as a couch. The transaction went well, *******************, the manager at the *********** store, was very helpful. I filled out the paperwork, scheduled delivery, and left a great ****** review. The delivery was wrong, they didn't have the mattress cover included. I called the store, picked one up. I got home, and the associate gave me the wrong one. This happened, three times. I didn't like the mattress, contacted the store after the wait period, and April put in the order for an exchange. The delivery was made, and it was the wrong mattress. I informed *****, who said she would handle it. I contacted April multiple times, no follow through. ***** told me that she could not get in contact with corporate to fix the problem, and that I should do it myself...I still have the texts to prove this. I contacted corporate multiple times, who also could not get anything done with the store. In the middle of this, I found out the banking information was submitted wrong as well, which put me months behind. I fixed the problem with the bank, making the account current, but then they put a hold on my account!!! I called corporate AGAIN on 3/24/23, and set up a delivery for 3/31/23. Surprise, surprise, this didn't happen. I called corporate on 3/31/23, and was told the hold was not lifted on 3/29/23, as it should have been. Corporate attempted to call the store, but the person they needed to talk to was on lunch break and promised they would call me back. This didn't happen either. The lack of follow through and incompetence is truly horrific! The calls are all recorded, notes taken at every call.

  Business Response

  Date: 04/07/2023

  Good afternoon,

  The exchange for the correct mattress has been updated and is currently scheduled for 4/11/23. The customer has been offered compensation after completion for the delays in resolving the issue. The customer is satisfied with the resolution.

  Thank you,

  Ashley Customer Care

• Initial Complaint

  Date:03/31/2023

  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.

  Me and my wife purchased a couch and chair that totaled near **** dollars, sales no **********. The delivery was late according to when they said it would be here by almost 5 months, we didn't complain but had to call about 20 times before they would finally agree to deliver. we also purchased an extended no questions asked warranty for 500 supposedly valid for a year after the factory warranty. The charger on the armchair that was **** never did work. And we have now been trying to get them to fix a popped seam in the couch that is showing stuffing and growing, (which we can't sit on because of the tear) under either the factory warranty or the extended warranty (which should be good for another year) for 4 months and the answer is just no. They refuse to repair it or even come look saying that the defect occurred too many days ago even though we were still under the factory warranty. They of course know when the defect showed up because of an email that they refused to answer. They delivered the couch 4-5 months behind schedule and will not honor warranties of any kind.

  Business Response

  Date: 04/01/2023

  Hello! 
  
  Thank you for reaching out regarding your ARMLESS CHAIR/*********** (*******). It is never our intention to affect our guests in this way. 
  
  We have approved an exchange. Please check your email for more details. 
   
  We look forward to delivering your merchandise, and if you have any questions or concerns, contact ************* at ************. 
   
  Warm Regards, 
  Ashley ************* 

  Customer Answer

  Date: 04/03/2023

   
  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.
  Assuming that they do follow through. 
  Thank you.