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

  649 River Hwy Mooresville, NC 28117-9055

  
• 

  Ashley HomeStore

  230 Forum Dr Columbia, SC 29229-7933

  
• 

  Ashley Furniture HomeStore

  1508-B W.O. Ezell Blvd Spartanburg, SC 29301-2616

  
• 

  Ashley HomeStore

  607 NC 24 27 Byp E Albemarle, NC 28001-5358

  

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:02/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a leather reclining couch and chair + an extended warranty in February 2022. The furniture was delivered in April or May (I can pull dates if needed). Before the end of the summer we had already filed 2 warranty claims and after the same run around we are currently getting the company gave us a replacement despite us asking for a refund. Now the furniture is broken in the same way (bent frame which results in the furniture leaning when sitting in it). We have filed two claims - one has disappeared in the system and the other has not been responded to in any way (other than an automated confirmation email). We reached out to the store and we were told they could not help us we needed to file a claim. When I call the warranty number the phone is either not answered or I get hung up on. This is cheaply made furniture that will continue to break. We have a sectional we purchased at the same time and it is great. We would like for the reclining pieces to be taken back and either be refunded or given a store credit to purchase a non-recline sofa and chair.

  Business Response

  Date: 02/24/2023

  Thank you for forwarding the guest's concerns to us.  We are sorry to hear about any difficulties this guest has experienced in having the reclining pieces addressed.  In consideration of this we have approved a one-time courtesy reselection exchange for alternate pieces of equal or higher value.  The guest's account has been thoroughly documented with the approval and they have only to visit their local Ashley HomeStore to speak with a Home Furniture Consultant and make their reselection.  Once completed, the reselected pieces will be delivered and swapped out for the pieces currently in the home.  We look forward to seeing the guest soon as resolving this for them promptly.

  Kindest regards,

  Customer Answer

  Date: 02/28/2023

   
  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:02/15/2023

  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.

  This furniture has a defect .. its not brand new furniture. I had wrong piece of furniture at first took weeks to get exchange and this is what they bring when I pay over $6,000 for a couch .. a defect in seem like they pulled the leather tight and stitched incorrectly!!! Im very mad!!! I want the furniture exchanged with brand new furniture or take it all back and no sale tired of being screwed over by Ashley furniture

  Business Response

  Date: 02/15/2023

  Good afternoon,

  Can you provide additional account information? We do not have an account under this name, phone number, or email address.

  Thank you,

  ******, Customer Solutions Professional

• Initial Complaint

  Date:02/13/2023

  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 purchased $7000 worth of furniture at the store for a new town house on 5/8/21. I also purchased the ************ Plus furniture protection policy on all the items. One item was purchased online on 8/21/2021 because it was not carried in the store. The arm caved in slowly through the year. I called the service department prior to the one year warranty and it was explained that it was not covered. I found out late when I called in December that it was covered during the one year purchase date but it is no longer within the date. I would like this issue fixed but they declined.

  Business Response

  Date: 02/14/2023

  Thank you for forwarding the guest's concerns to us.  We're sorry about any misinformation regarding coverage on the item under the 1-year limited manufacturer's warranty.  We are more than happy to attempt to restore the item to showroom condition in consideration of the circumstances laid out by the guest.  If the guest could please write to us at ************************************* and provide the specific item (including the *** if she has that from her copy of the original sales receipt) along with a written description and pictures of the issue and the location on the item where the issue is occurring, then we will have our service department review the information and proceed with a resolution based on their review.  We look forward to hearing from the guest with the requested information in the very near future.

  Kindest regards,

• Initial Complaint

  Date:02/10/2023

  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 order a bedroom set from ****** Funiture. They deliver on Sept 17th, one move dropped my dresser drawer and they had to order another one. I didnt think to check anything else. But later on that day. I saw a few stratches on my headboard, dresser draw and they didnt put my mirror up. In which they stratched up the back of it. It took 2 months for them to send somebody to put the mirror up. September 19th I call ****** funiture customers service. They said they will send a master craftman to see if he could repair. The damages. He said he couldnt. I would have to reorder parts, he and I took pictures. And, he advice to talk to ****** funiture about a refund. ****** funiture said they will refund me ****** dollars. But they never did. On top of that the movers put black finger prints on my wall. I let one use my bathroom. Instead of throwing the tissue in the tiolet. He put it on my bsthroom floor. It was disgusting. September 26th I told ****** funiture to pick up the bedroom set. I refuse to pay for it. Since I gave them my draft numbet. They kept drafting the money from my acclunt. After I told them to pick it up. I decided to call the **** of America and told them to *********************** Funiture from taking anymore money from my account. They continue to try causing me emotional stress. I dont understand why want they pick the funiture up. This been going on for five months. Last, month ****** Funiture sold my account to Rooms to Go. I told them I am not paying and for them to pick it up. They are refusing. So after I file my complaint with you. I am going to smalls claims court for emotional stress.I am at work filing this complaint I have to find some other way to send you the pictures. Thank you

  Business Response

  Date: 02/14/2023

  Good morning,

  Thank you for bringing this complaint to our attention. We do apologize for *****'s overall experience. We do see that she was offered compensation on the bed set of $100. This was refunded back to her method of payment. The order was financed with Acceptance Now. This was approved and sent to Acceptance Now on 10/13/2023. The last correspondence we have with the customer is on 10/15/22 when a team was scheduled to attach the dresser mirror. Any coorespance with Acceptance Now, the customer's finanacial company6< is information we do not have access to. We do not have on file a request for an exchange or a return of the items. Per our terms and conditions, we do not offer returns or exchanges once the items are in the home or if the customer accepted compensation for the items for as-is condition. We are no longer using Acceptance Now for new contracts however the company still operates and manages any contracts they had with our customers. There is nothing more that we can offer the customer and the issues with the payments/credits would need to be addressed with Acceptance Now. Here is their contact information which has been emailed to the customer.

  Acceptance ********************** Department:
  Website: ************************************************************
  Email: *********************************
  Phone number: **************
  Hours: Monday-Friday: 8:00 a.m. 7:00 p.m. CT

  Thank you

  Customer Answer

  Date: 02/16/2023

   
  I am rejecting this response because: I did not see the 100 dollars or the 100 dollars applied to the bill. The full payment was the same, so I didnt accept anything. Secondly, the lady said she would have movers to pick up my bedroom set. I told ********************* and Rooms to go who brought my account that I do not want the bedroom set to pick it up.
  
  

  Business Response

  Date: 02/28/2023

  Good afternoon,

  Here is a copy of the information provided to the customer.

  Thank you

  Good Afternoon,
  
  We have received your feedback on our previous response. We apologize that you are not satisfied with the resolution. We are have confirmed that your financing will have the $100 credit posted to the account and that the new company representative will contact you regarding your financing account.
  
  Regarding the furniture, we can offer you an exchange on the damaged headboard and mirror being that you are dissatisfied with the service attempts made. For your reference the exchange order for QUEEN/FULL UPH PANEL HEADBOARD product sku B2640-57 and BEDROOM MIRROR/ALTYRA/WHITE product sku B2640-36 is **********. Once the items are available for delivery, our scheduling team will reach out to you to confirm.
  
  If you have any additional questions or concerns, please 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:02/09/2023

  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.

  Purchased two mirrors on January 18,2023. One in box new and one out of a box. After we got home the one in the box was shattered. Still in its unopened plastic. Called Ashley right away and they would not give me money back and said they didnt have one to replace it with. They said they would order one. They gave my call to a man who took down my info and said 3-5 business days. Mirror never came. Store closed. No other store will honor it. I was lied to regarding the ordering of the mirror, how childish!! I want a new mirror!

  Business Response

  Date: 02/09/2023

  Hello! 
  
  Thank you for bringing this matter to our attention. We have attempted to reach out to ******************* to discuss the options available to rectify the situation. 
  
  We have offered her a replacement mirror, a refund of the mirror, or a gift card totaling the value of the mirror plus a little extra to ease the inconvenience. We await to hear her response and look forward to assisting her. 
  
  Thank you for your help on this matter! 
  Have a blessed day. 
  ****** *************

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a powered couch and loveseat from Ashley furniture 3 years ago in March 2020. I bought a 5 year protection plan on both pieces of furniture. One side of my couch stopped working in August 2022. I've tried several attempts to get it fixed with them and they keep blowing me off. When I call the warranty company, they say they have no record of my purchase and after I give them my receipt, they tell me that they will call me within 7 business days to schedule an appointment. I wait 2-3 weeks and they never call. I've done this 5 times and twice I've even done it with Ashley furniture corporate on the line with me and it still doesn't get done. The manager at the store said he would get service to fix it at the beginning of January. Now, it is the end of January and my couch still isn't fixed. Now, I have a couch that only works on one side even though I purchased a 5 year warranty. I want a refund for the warranty and the couch; since it is not in the condition I paid for it and Ashley refuses to honor their agreement.

  Business Response

  Date: 02/14/2023

  Hello! 
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience you have endured. 
  
  We have reached out to our Protection Plan partner, GBS, and have ensured someone will be in contact with Mr. and *************** today to discuss the next steps in the process. 
  
  If here is no contact, please call ************ and use extenstion ***** to speak with Mr. and ******************* resolution expert. 
  
  Thank you for your paitence. 
  Ashley *************

• Initial Complaint

  Date:02/06/2023

  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 Jan 10, I purchased an ************** recliner and on Jan 30, I made the first attempt to cancel the order at phone number ************ but was told by the associate that she would get in touch with ***************************, the sales associate that handled my purchase and that he would be calling me but he never called me! I did call the store (***************************************** *****) ************** that had the website where the lift recliner was advertised and talked with *****, the store manager, and was told that the website and the store are not a part of each other! And he gave me the customer service number to call today ************! Today I called that same number today and spoke to Ky D at 2:19pm to find out if the cancellation had been processed and she said that the cancellation had not been processed, and then I spoke to **** A at 2:22pm to find out if I could get confirmation at my email address that the cancellation of my order was in process and she said that she couldn't do that and then I was put through to **** at 2:51pm and she said that she couldn't send me a confirmation email that my order has been cancelled and that she would get in touch with the associate, ***************************, that handled my order and that he would be in touch with me in 24 hours! I had ask about extended warranty, and was told about the extended warranty and I purchased it at $129.99 but wasn't told about the manufacturers warranty on this item! This is unfair business practice and it should be investigated by you! I have sales documents of the sales agreement and purchase price should you need me to send them to you! I have made a total of 5 attempts by phone to cancel this order, but have no resolution at this time to cancel this order

  Business Response

  Date: 02/06/2023

  Good afternoon,

   

  Thank you for bringing this to our attention. We show in our records that the order ********** for ***************************** with customer code ********** was in fact cancelled on 2/4/22. This has been emailed to the customer and the the refund has been submitted to our refunds department. Refunds can take **** business days to fully process. The following email has also been sent to the customer.

  Good afternoon,
  
  We thank you for bringing this to our attention. We apologize for the inconvenience this has caused you. Our records indicate that the order was cancelled on 2/4/22. We have sent you via email a copy of that cancellation. The refund of $866.66 has been submitted to our refunds department as of 2/4/22 as well. It can take **** business days for this to fully process.
  
  If you have any additional questions or concerns, please 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:02/02/2023

  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 a Dinette set of four Chairs Table and Bench.They were delivered on 1/12/2023 and the delivery workers started to assemble the table. I specifically asked them not to use the electric nut driver as they might strip the nuts or bolts in legs. They used it any way and left two screws completely striped and leg unusable. At this point I inspected the rest of the set and found a large defect in the bench and a large defect in one chair. I called service center ************ and refused delivery of bench and table and one chair, the service person on phone instructed delivery people to leave with items and I would receive a phone call about ordering new furniture. I received a call informing me that I would get new furniture in four to six weeks which I said was unacceptable due to the fact that i had already waited four weeks. They advised I would receive another call. I received a third call stating they would deliver new furniture 1/19/2023. I requested new furniture remain in box as I would assemble. Delivery showed up and brought assembled chair first, I opened plastic, and the same scratches were visible in the same place. At this point the delivery driver informed me they had to open the other furniture to see if hardware was there but had no boxes. When I asked to inspect the other items, I was informed I had to accept delivery first. I stopped and called service center again to inform them I was refusing delivery of the same furniture with the same damages and wanted a refund on that basis. They would not take the three chairs I had previously accepted and service person on phone said I would receive a call about picking up chairs. I closed the charge account opened for this purchase through ******** They finally came and picked up three chairs from original delivery on 1/28/2023 and I was to receive refund. I just got off the phone with ******* where I was informed there was an outstanding balance on my account of $181.89. Dates on Pictures Below

  Business Response

  Date: 02/02/2023

  Good afternoon,

  Thank you for bringing this issue to our attention. The return on the items was on 1/28/23. The refund cannot be processed until the items are picked up. The refund for the 3 SIDE CHAIR with product sku D580-02 of $330.15 is pending and can take **** business days to process. The customer has been notified of this information.

  Warm regards,

  ******, Customer Solutions Professional

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

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

  Customer Answer

  Date: 02/05/2023

   
  I am rejecting this response because: It's not the $330.15, that amount has been credited back to ******** They have an outstanding amount of $181.89 remaining for whatever reason the Ashley Home store Has not provided a complete refund. Please remit the remaining balance to ******* as I am not responsible for you trying to deliver damaged furniture twice.
  
  

  Business Response

  Date: 02/07/2023

  Hello,

  Thank you for reaching back out to us.  We are so sorry that part of your refund was missed.  We have entered a refund for the remaining $181.89 which was your delivery fee.  Please keep in mind that it can take 1-2 billing cycles for it to report on your finance statement.  

  Thank you,

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Hallstrung sectional in store on *********************** in ********* ** last year. Within a couple months, a metal reclining part on one seat snapped in half. They replaced the chair. That one snapped in the same place. Replaced again. Snapped again months later in the exact same place. I reported it to Ashley and they're forcing me to use the accidental coverage I purchased to cover this. Now another chair's reclining mechanism is broken. This is obviously a factory defect. Research online shows other people having the exact same part snapping in half on their pieces as well. Ashley refuses to acknowledge that this is a factory defect and won't stand by their product now that it's been a year. Though I'm a long time Ashley customer and loved the style of the sectional, I no longer trust the quality of this sofa. I've said I wanted a refund but was brushed off. My problem is that they're already discontinuing the line and eventually I won't be able to replace this piece. I don't feel comfortable with a reclining sectional that has factory defects and has broken several times already. I need resolution to my problem. I'm reaching out to others who have this set and have experienced this defect to see what they've done to get resolution. My hope is that someone from Ashley corporate might see this and care about customer experience enough to contact me for a refund or exchange. Because this is entirely unacceptable. I hope they'll agree.

  Business Response

  Date: 01/30/2023

  On Sun, Jan 29, 2023 at 2:59 PM Mailbox, BBB_AG <**********************************************************************> wrote:
  

  Good Afternoon,

   

  This consumer ordered from the *********, ** store which is licensee and not enterprise.

   

  430 *************************, *********, ** 28262

  Business Response

  Date: 02/05/2023

  Good afternoon,

  Thank you for provided us with this information. We have presented the customer with the following options to resolve the issue.

  Good afternoon *******,
  
  We have received your information and have reviewed your account. We apologize that you have had an issue with ************ ZERO WALL POWER RECLINER product sku U5240258. We can offer you the following options to resolve this issue.
  
  Option 1
  An even exchange of the damaged item at no charge to you or claim to your extended protection plan.
  
  Option 2
  A reselection of the entire sectional with the 10% restocking fee as stated in our Terms and Conditions.
  
  Please let us know what option you would like to move forward with. We look forward to hearing from you and to working with you to resolve this issue.
  
  Warm regards,
  Ashley Customer Care
  ************

• Initial Complaint

  Date:01/23/2023

  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.

  We ordered thousands of dollars worth of furniture. Several items were not delivered. When a refund was requested over a month ago, I was hung up on, chats closed, and then charged the amount again instead of refunded. I had a rug not delivered, 2 battery packs, and *************************** of Ashley wont return calls or issue any refunds. This so criminal. Ashley furniture has admittedly not had a good relationship with synchrony and neither company has the proper software to issue charges or refunds. Proper software in terms of Ashley has no idea how synchrony operates and vice versa. Its all so illegal. I simply want the refund for the items that were not delivered. It is about 700+, and I was getting charged interest on it .

  Business Response

  Date: 01/24/2023

  Hello All,
  

  Thanks for bringing this matter to our attention!
  
  We apologized to Mrs. ****** for the less than premier experience & confirmed that goodwill compensation was awarded.
  

  The guest expressed satisfaction & we consider this matter resolved.

  Kind Regards,

  Sherika