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

  
• 

  Ashley HomeStore

  5075 Morganton Rd Fayetteville, NC 28314-1587

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/19/2023

  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.

  The couch was delivered on June 3, 2021. I live alone and I almost never use the couch. A few days ago I noticed that the area my feet would touch when I would lay on the couch was frayed and pilled. I called the store and told them I wanted a refund because obviously the material is defective. I emailed them photos. I literally have laid on the couch about 10 times. I don't watch television. They didn't get back to me so called again and was told that they would replace the cushion because this is considered normal wear and tear. Normal wear and tear happens over years not in less that 2 months with 1 adult who hardly ever uses the couch. I want my money back.

  Business Response

  Date: 02/06/2023

  Thank you for forwarding the guest's concerns to us.  Our records indicate that replacement parts were mailed to the guest and that the guest was also refunded $200.00 to resolve this issue.  We consider this resolved unless there are additional concerns not previously stated.

  Kindest regards,

  Customer Answer

  Date: 02/07/2023

   
  I am rejecting this response because: The $200.00 was for damage and soil that happened on delivery which could not totally be restored. They sent someone to ************* it but he said he could not restore it back so they credited me $200.00. It has nothing to do with the fabric piling after weeks which they claim is normal wear and tear. Normal wear and tear occurs over long periods of time, not weeks.
  
  

  Business Response

  Date: 02/09/2023

  Hello! 
  
  Thank you for bringing your concern to our attention.
  
  However, pilling is normal and can occur easily as the cause is from friction between the material and anything that touches it. It is not a defect. 
  
  We understand that you feel we have not provided satisfying resolution; for this we offer our sincerest apology. However, we consider this matter resolved unless there are additional concerns not previously stated. We will be more than willing to review and come to a resolution.
  
  Have a blessed day. 
  ****** *************

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday October 8th, Ashley Furniture sent their delivery team out to deliver furniture to my brand new home. First, Ashley Furniture sent me an email the previous day to confirm delivery as well as a list of all the product to be delivered to my home. The delivery team did not show up with everything, refused to give my wife the number to the warehouse, and were extremely rude. I had to call the warehouse after finding the number to get the remaining items delivered. Out of anger, the delivery team proceeded to cause damage to my home. They dented in several places my door jambs on two doors, as well as destroyed a corner in my living room where the fireplace is. I have not received any phone call from Ashley Furniture to even discuss how this will be resolved. This is a brand new home, I had furniture delivered from ********* and they did not damage anything. Also, my moving company moved 3 truckloads into my home with no damage as well as my appliance delivery.

  Business Response

  Date: 02/07/2023

  Thank you for sending this over.  Our records indicate that the delivery was made in **************************************************************** consideration of the damages.  We consider this matter resolved.

  Kindest regards,

  Customer Answer

  Date: 02/09/2023

   
  I am rejecting this response because:
  
  

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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.

  In September of 2021 I went to the Ashley Homestore at River Hills Rd. in *********, **. I found a bedroom set that I liked and was approved the credit to purchase the set. My furniture was to be delivered (free of charge) in January of 2022. In January half of my bedroom set was delivered. I had a dresser and a headboard, but no footboard (so I had to keep my mattress on the floor), no mirror, and no nightstand. Despite not having all of my furniture I began making payments on my furniture in February. By June I still did not have the rest of my bedroom set, and after calling the store 6 separate times and getting nowhere, I went to the store in person. I was told that my credit had been reevaluated and I was no longer approved for the rest of the bedroom set unless I refinanced it or paid in full. I didn't have the money to pay in full, and I asked how long it would take to get the rest of my furniture if I refinanced. I was told that if I refinanced I would hopefully get the rest of my bedroom set by September of 2022. I decided that I wanted to just return the furniture that I had already received and get a bedroom set elsewhere. I called the store several times to discuss this, but despite leaving my name and number no one ever called me back. I was told more than once that because of manager turnover, nobody was aware of the problems I was having. After speaking to someone in corporate, I was finally able to return my furniture. However, I have since then been receiving charges from Ashley Homestore on my credit card. First they said that I still owed for the furniture that I returned, then they said that I owed for the delivery of my furniture. The bottom line is that I returned all furniture that I received, the delivery was supposed to be free, and I was making payments that I was never reimbursed for. I have continued to try and speak with people both at the store and in corporate, and no one has ever returned a call. I need these charges to be dropped.

  Business Response

  Date: 01/13/2023

  Good afternoon,

  Thank you for bringing this complaint to out attention. We have reviewed the account and submitted a refund for $290 for the difference of what was actually delivered and what was planned to be delivered before items on the order were cancelled. We have sent the following email to the customer.

  Thank you,

  ******, Customer Solutions Professional

  Good afternoon,
  
  We have received communication of your complaint. We understand and apologize for the frustration that this has caused you. After reviewing the account we see that the delivery fee charged was the amount for the original order prior to items being cancelled. Based on what was actually delivered and that the items were not assembled, the delivery drop-off fee would have been less.
  
  We have submitted a refund for that difference of $290. This refund can take **** business days to process and possibly 1-2 billing cycles to show up on your financing statement. The remaining delivery drop-off fee is non-refundable as stated in the terms and conditions signed at the point of sale. Any additional refunds due to overpayment to your finance company would need to be addressed with and refunded by your finance company directly.
  
  If you have any additional questions or concerns, please call ************* at ************. Agents are available to assist you from 8:00 AM to 7:00 PM on Mondays through Saturdays.
  
  Warm regards,
  Ashley *************
  ************

  Customer Answer

  Date: 01/20/2023

  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.

  I will follow up with Ashley Homestore and hopefully I'll see this return soon. 

  
  

  
  

  
  

• Initial Complaint

  Date:01/05/2023

  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 2 sets of bunk beds on 11/26/22, twin over full and twin over twin for my 4 girls. **** arrived 2 weeks later and 2 employees put 1 of them together. 1st bunkbed had a storage drawer w/ it. Before they left I pulled the drawer out and it completely fell apart. The 2nd employee put it back together. That moment it appeared to be fine. I didn't realize they had not placed the protective cover over the back of the ladder to protect the bed from the screws. Due to this, that piece of the bed is now all scratched up. My daughter came home from school and opened the drawer, it fell apart again. My husband looked at it once he got home from work, stated they had stripped the screws. Thats bed #1. Bed #2. They opened the box to put it together, there were no screws in the box. They had to order a set of screws to be delivered separately. I did not look that over as it was in the box. Once I noticed the drawer came apart again, I called and they ordered a replacement drawer. Two weeks later they both came in. I called and asked for two different people to come out as I wanted it done correctly. Two different people came out about a week later. They put the drawer together and I showed them the scratches from the ladder. They went to put the second bed together and noticed a piece of that bed was completely cracked. They called customer service and she ordered a replacement piece for where the ladder scatched the assembled bed and a piece for the bed not assembled. Three weeks go by, nothing has shown up. I called and told them I wanted a refund on the unassembled bed. They told me they would put in for it. The parts finally came in today we called about the refund and the rep was extremely rude, told us we signed for it and can't get a refund and wouldn't let us speak to a supervisor. We are military, moved from ** & can't put kids bedroom together because of this and they have nowhere to sleep. I now want the other bed removed and I want a refund for both beds.

  Business Response

  Date: 01/06/2023

  Good morning,

  I spoke with the customer. After providing serval options for a resolution, we did agree on a full return/refund of the items and the additional protection plan. Here is a copy of the email sent to the customer after the conversation.

  Good morning Joy,
  
  It was a pleasure to speak to you this morning however I apologize for the circumstances that prompted our conversation. As discussed, I have approved the return of the following items due to the multiple attempts to correct the damaged furniture. We apologize for the inconvenience this has caused your family and especial the inconvenience this caused your four daughters who have not been able to have a functioning bed all this time.

  
  UNDER BED STORAGE/******* product sku B733-50
  TWIN/FULL BUNK BED PANELS product sku B733-58P
  TWIN/FULL BED RAILS/******* product sku B733-58R
  TWIN/TWIN BUNK BED W/LADDER product sku B733-59
  5YR PROTECTION $1600-$1899 product sku DCPLUS299

  
  The return Order Number is ********** and has been scheduled for the first available date of 1/10/23. Once the return is processed, you will receive a refund check of $1947.35. If you have any additional questions or concerns you can reach me directly at **********************. I am available 9:00 am - 6:00 pm and the best days to reach me are on Mondays, Tuesdays, Thursdays, and Fridays. 
  
  Warm regards,
  ******, Customer Solutions Professional
  Ashley Customer Care
  ************

• Initial Complaint

  Date:01/03/2023

  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 bedroom furniture on 09-18-22,I asked for the delivery date of 10-0822. The delivery guys didnt set up or delivered all my furniture. The guy said the furniture was too heavy to bring upstairs. My dresser and mirror was placed in my garage. Upon them moving the dresser my hard wood was scratched up. I went back to the store to file a claim for damages to my floor and carpet. The manager ***************************** filed the paperwork with pictures I submitted to him. I followed up with several phone calls and visits to the store. After a few weeks I received a letter from a third party American Bully trucks stating they were not responsible for the damage to my floor. I called they several times, left messages. No one returned my phone calls. ************ I contacted Ashley Home store several times I was informed that Ashley would not repair the floor. I called customer service spoke to different people and I was given the run around, nobody in this company would take responsibility for the damage. After about two months i finally had all my furniture delivered, however my floor is still not repaired. Basically I want Ashley Home store to take responsibility for repairing my floor.

  Business Response

  Date: 01/04/2023

  Good afternoon,

  Thank you for providing us with this information. The customer has been sent the following email in order to move forward with her in-home damage complaint.

  ******, Customer Solutions Professional

  Good afternoon ******,
  
  Thank you for providing us with your feedback and for informing us of your issues. We greatly apologize for your overall experience and for the damage to your home. Once claims are sent to the delivery company's claims department, we no longer have access to the claim status or to any resolution that is provided. That being said, the claim was submitted according to all guidelines and we apologize that it was denied. In order for us to assist you with this issue we will need the following information.
  
  We will need three repair quotes on company letterhead emailed back to us. Please reply to this email with the three repair quotes. Once received, our executive team will evaluate the quotes along with the pictures you have provided to come up with a resolution offer. Please feel free to reach out to us in ************* if you have any additional questions or concerns. Your account has been notated with this correspondence so that any agent will know to direct you to the correct department to assist you.
  
  If you have any additional questions or concerns, please call ************* at ************. Agents are available to assist you from 8:00 AM to 7:00 PM on Mondays through Saturdays.
  
  Warm regards
  Ashley *************
  ************

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three items totaling $ ****** from Ashley Furniture online. I received the items but did not like them. I tried to return them to an Ashley store, but they said purchases made online are not accepted in the store. I called Ashley Furniture six times, requesting instructions to complete the return. They said they will email instructions but I received nothing within the following month. I have spent hours on hold, and after they verify my purchase they disconnect the line. I have requested to speak with a supervisor and that proved impossible.I want to make a return and get my money back.

  Business Response

  Date: 12/29/2022

  Good afternoon,

  This purchase was not made or delivered by Broad River Retail. We do not have this customer listed in our systems. Based on the information in the complaint, this is for AFI direct online sales department.

  Thank you,

  ******, Customer Solutions Professional

  Customer Answer

  Date: 12/30/2022

   
  I am rejecting this response because:
  The purchase was made from Ashley Furniture Industries. Please see attached photo. I made the purchase on Ashley Furniture's website. Ashley Furniture should have some instructions on how to return an item purchased on their site. 

  Thank you

  Business Response

  Date: 12/31/2022

  Good afternoon,

  We here at Broad River Retail, a licensee of Ashley, have no information on sales made online or for orders shipped direct from AFI to the customer. The customer will need to follow the return process as listed on the Ashley website, ashleyfurniture.com. Here is a link for the returns page on the website.

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

  Thank you

  Costumer Solutions Professional at Broad River Retail.

  Customer Answer

  Date: 01/05/2023

   
  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. BBB seems to have contacted the wrong entity. My issue and complaint is with Ashley Furniture industries. 
  
  Thank you. 
  

• Initial Complaint

  Date:12/28/2022

  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.

  Purchase a full bedroom set, was delivered parts and no bed on 12/13/22. I was told the bed would come later, scheduled a future date, they cancelled. Scheduled again, came in today, bed did not have all the parts to assemble it. I refused the delivery, contacted store to take the remaining pieces back, they refuse to and tell me I need to wait for the bed. I tried to send the delivered pieces on the first delivery but the drivers told me they would not take it and the bed would come. I want the store to get their furniture back and refund me for the purchase that has been already paid near $1,000 for a bedroom set I still do not have.

  Business Response

  Date: 12/30/2022

  Hello! 
  Happy Holidays! 
  
  Thank you for bringing this to our attention. We have reached out to ************************* to inform her that we can compensate for the delay once all items are received, or we can approve a return of the items currently in the home for a 10% Restocking Fee. We await a reply from ************************** 
  
  Thank you for your assistance on this matter. 
  Ashley *************

• Initial Complaint

  Date:12/27/2022

  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.

  Good Afternoon, I have been speaking with several agents and service repair people over the past several weeks. I had a dresser delivered that had a knick in the wood, and when asked if I wanted it replaced or compensated, I asked for it to be replaced. The new delivery was set for several weeks out, so I ended up calling back and just asking for compensation. Last week, I moved the dresser and one of the legs broke off. When I called back asking for repairs, I was informed that when I took the dresser "As is" it meant that I lost all support from Ashley in the future. This is ridiculous because I was NEVER informed of this "rule" following the conversation with the associate on the phone. I am VERY disappointed in this process and the poor quality of the furniture I have received so far. I have not been treated ******** customer care, and the entire experience has been quite lame. Moving forward, I would like for this piece of furniture to be replaced because of the current quality of the piece I have. And I would like to make sure there is a warranty in place for the new dresser that is sent.

  Business Response

  Date: 12/28/2022

  Hello! 
  
  Happy Holidays! Thank you for bringing this to our attention. We apologize for the inconvenience endured. It is never our intention to affect our guests in this way. 
  
  As a courtesy, we have approved Exchange # **********. The tentative delivery date is December 31st, 2022. However, due to keeping the item AS-IS, the limited manufacturer's warranty is voided and cannot be extended to the exchanged dresser. We apologize that we cannot honor this second request. 
  
  If you have further questions, please call ************. 
  
  Have a wonderful rest of your holiday. 
  Ashley Customer Care
  
  

  Customer Answer

  Date: 12/29/2022

   
  I am rejecting this response because:
  The as is statement was never shared with me as the buyer. The employee did not verbalize that accepting a damaged product would mean I could no longer receive support on the item. This is something that should be REQUIRED to be communicated with the purchaser. This is unacceptable and they need to resolve this issue with a full replacement of the current dresser. 

  Business Response

  Date: 12/31/2022

  Good morning,

  The customer has already been approved for an exchange on the dresser. Here is the communication sent to the customer.

  Good morning *******,
  
  We thank you for your response and apologize for your experience. We have already approved an exchange on the dresser in question. Your exchange order number is 1062735681 and it is scheduled to arrive today, 12/31/22, with an estimated delivery time is between 12:30 PM - 3:30 PM.
  
  Being that this is an courtesy exchange for a Limited Warranty Issue, the new item will not have that coverage. We highly suggest that you look over the item and if there are any issue to refuse it at the time of delivery so we can bring you a replacement item that you are satisfied with.
  
  If you have any additional questions or concerns, please call ************* at ************. Agents are available to assist you from 8:00 AM to 7:00 PM on Mondays through Saturdays.
  
  Warm regards,
  Ashley *************
  ************

  Customer Answer

  Date: 01/05/2023

   
  I am rejecting this response because:
    I received the replacement dresser and the leg was ALSO broken on the ***** NEW dresser. Due to poor quality of their furniture, I would just like a FULL REFUND at this point. They are attempting to deliver a new dresser for a third time and I am not interested. I would rather spend my money elsewhere on furniture that I know will be of higher quality and that will last longer than a few weeks. 

  Business Response

  Date: 01/09/2023

  Good morning,

  The customer was scheduled for an exchange on 1/7/23. Our records indicate that this exchange was completed and the customer accepted the new item. A voice mail was left with the customer to confirm satisfaction and to provide a compensation offer. This offer has been noted on the customer's account that way any agent will be able to assist when the customer calls in.

  Thank you,

  ******, Customer Solutions Professional

• Initial Complaint

  Date:12/27/2022

  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.

  Bought 6 pc sectional, *** d 3 recliners (2 electric). delivered 18 NOV 22 $5000, not same quality as showroom. 1)cushion firmness differs between pcs, 2) Unbeknownst to me, chaise elec recliner, has 4" gap btw the back & seat cushions. not in showroom due 2 wall post behind the chaise 3) The reg elec recliner won't stay hooked 2 adjoining pc, it tips over 4)tech came, fixed the ctr manual recliner, wouldnt recline, frame severely bent. Tech sent pics of chaise wide gap, said he doc it as non- repairable, a design defect so I could switch it with reg elec recliner (non chaise). Ive called 14 times, sit on hold 45 min, then transferred untl disconnected! Ashley Cust srv said tech didnt document it as design defect. I went back to the store and spoke with my salesman, ****** who told me Ashley Cust Srv would switch the chaise recliner for a regular recliner, yet they refuse to make anything right. At time of purchase, I did buy the 5 yr extended warranty, buts its only been a month that Ive had the furniture. The tags are still on it. Today 22 NOV 22, I was on the phone 2.5 hours. One Cust Srv **** ****** said I could make a re-selection of furniture, then transferred me to someone who said No, I couldnt & continued to say Ashley would do nothing further to fix or replace anything and closed my tickets. I would be fine with a re-selection of different furniture. I also purchased 4 large paintings to complement the sectional I bought. So the new furniture would have to compliment the paintings or they would have to be returned. I bought during Columbus Day sale, so if pricing differs, I need to be credited full price for everything I bought in order to re-select evenly. If this cannot be accomplished, Id like a full refund. Thank you.

  Business Response

  Date: 12/27/2022

  Good afternoon,

  I have spoken with ***** regarding her issues and overall experience. I have apologized that she has not had the premier experience we strive to provide our customers. I have approved a reselection exchange for the sectional. ***** is aware that we cannot honor the retail value of the items she purchased only the value of what she paid. We did discuss additional options pending on what products are available for reselection that will match the artwork she also purchased. ***** is aware that we are unable to return or exchange accessories and is okay with moving forward with the options we discussed.

  ******, **************** Professional

  Customer Answer

  Date: 12/28/2022

   
  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:12/21/2022

  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 bought my furniture through these people who would not allow me originally to pay my bill neither in the store nor over the phone with a credit card. They will only take payments directly from your checking account which I thought seem pretty shady for a large business. Due to errors on their part there was a $30 charge that they deemed to be late. For 3 months I fought with them to finally resolve this issue which they did but called it a courtesy resolution of refunding $160 worth of late charges that they had falsely added to my bill. My payment monthly is $163 8 as you will see on the bill. I pay $168.77. miraculously for them, my one time bill amount just for the month of October happened to be $169 even although it is supposed to be 36 equal payments of $163.38. when they refunded me their fees and charges they did not refund the correct amount to get my statement back to where it needed to be. So when I made my payment it was $23 short and now for the last 3 months they are again attempting to charge me $40 each for their s**** up and they're telling me there's nothing I can do about it. From day one these people have tried to extort money from me which is why I am so glad I did not give them my checking account number! How many other people are they extorting money from? I want to get this resolved and whatever steps can be taken to see that it doesn't happen again and that they're not doing it to anyone else.

  Business Response

  Date: 12/21/2022

  Thank you for forwarding the guest's concerns to us.  We apologize for the frustration, but this guest's order was financed through ******* and, thus, all finance, billing or payment related inquiries must be directed to the financier.  The guest can call his finance institution directly at **************.  They will be happy to assist him with these or any other related concerns.

  Kindest regards,