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:12/20/2022

  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.

  When purchasing our bedroom and dining room set in 2019 we were sold on an extended warranty. The manager at the time flat out lied to us about what was covered, so we we never able to use to the warranty as promised. We are wanting to get the store credit back out of it early as we have canceled the warranty and Ashley is refusing to give us the full amount we paid for the warranty (only $500) unless we wait 3 more years. We no longer have the furniture. We have canceled the insurance plan. We just want the full amount back as a store credit so we can get some accessories and be done with Ashley Furniture and their false advertising to sell furniture that barely holds up. We have what the warranty was promised to cover in writing from said manager and will follow up with legal action for false advertising and exaggerating coverages to close a sale if we cannot simply get out money back for this warranty. Again, we are fine with the account credit, we will use it on rugs or something that ****** can't s**** up, but we want what we were promised, not the pro-rated amount. No communications will be provided unless this does move into court. We would prefer to handle such a small matter in a much simpler way, so the ball is in Ashley's court.

  Business Response

  Date: 12/23/2022

   Hi there!
  
  Thanks for bringing this matter to our attention. We have spoken with *************** and advised that we are submitting the refund for ****** to her Synchrony financing. Apologized that the protection plan was not registered properly at the time of sale.

  We have submitted the ************ for ***************************************** the next 1-2 billing cycles. 
   
  Mrs.  Louge is satisfied & no further action is required.
  
  Kind Regards,

  
  Sherika  

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried reaching ****** Homestore via email after spending a couple hours on the phone with Ashley customer support. The first representative, ***, was not understanding of my frustration *************). I asked to speak to a supervisor; he said "a supervisor would not take my call." He told me to call corporate @ ************. After speaking with a new rep, I learned that she was simply part of cust service at the same level but not for online. She couldn't access the details of my account. She transferred me back to someone on the online side, who said she would try to get a supervisor for me, but after waiting, the satisfaction survey came on and the call disconnected. The most disappointing problem I've had with my most recent purchase on 10/20/22 was that the Simpli Home ****** 64" Mid Century Bookcase and Storage Unit was shipped to me with a damaged shelf. The shelf has drill holes on the front side of it. It also took 4+ hrs to assemble, and required at least 2 people but 3 was what we needed. I don't have the time and man power to help me put another one together. Separately, I haven't even opened the 2nd bookcase's box because I've had such a bad experience with the first. I asked to return it as it is still in its unopened box, but I was told no. Previously, I purchased a bed frame in 2021 from Ashley and had it delivered with assembly that I paid for... The bed was never sturdy and squeaked a lot. I just moved to a new place and my movers alerted me that the bed was incorrectly assembled. I asked for someone to come and assemble the second bookcase as compensation for all of my frustration and the defective bookcase described above, but no one would budge with anything. There seems to be zero accountability on Ashley's side. I'd like to speak with someone in a supervisory position who will consider offering me a credit, a return for the second bookcase, or a pre-assembled replacement of the new bookcase. OR SOMETHING.

  Business Response

  Date: 12/20/2022

  Hello ********************,
  
  Unfortunately, we can not assist with merchandise that has been drop shipped to you via *** Ground.  You will need to contact ************ for assistance.  
  
  Secondly, We would assist if our delivery team assembled the bed with an issue that *** have occurred during the 1-year warranty, but the warranty no longer applies once merchandise is moved from the delivery address.  As a result of moving, we would not be able to identify an error made in the assembly process.
  
  We apologize for any inconvenience you feel you are having.  If you have any further questions or concerns, contact ************* at ************.
  
  Kind Regards,
  Ashley

• Initial Complaint

  Date:12/19/2022

  Type:Delivery 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 the past four years, we have purchased over $12k worth of furniture from Ashley inAnderson, **. Last month, we purchased a dining room table and eight chairs, the sales person informed us that the table was scheduled to be delivered on Dec 9. It was. Also, after we explained we were making the purchase now to ensure it would arrive before Christmas, the sales person said the chairs were scheduled to be delivered Dec 19. Today, we learned that the chairs are on back order and scheduled to arrive at Ashley on Jan 27. My complaint is that I was lied to by the sales person. It was deceptive sales practice. I called the 803 number referenced on the website and eventually talked to a person who purported to be a manager. I requested that she send to me to higher level manager and she stated she was it. The complaint stops with her.

  Business Response

  Date: 12/20/2022

  Happy Holidays! 
  
  Thank you for bringing this to our attention. It is never our intention to affect our guests in such a way. 
  
  While we understand the inconvenience a delay may cause, the sale's terms and conditions signed at the time of purchase explicitly state that all dates provided are estimated, and delays can occur. 
  
  We'd love to provide compensation once delivery is complete to help make up for the stress the delay may cause. When all items have been delivered, and are in showroom condition, please call ************ to speak with a customer service representative about compensation. 
  
  Have a blessed and safe holiday. 
  Ashley *************

  Customer Answer

  Date: 12/20/2022

   
  I am rejecting this response because: This does not tell me what kind of compensation.  Also, does not address the issue with the unprofessional sales person or manager that I called at the 803 number.
  
  

  Business Response

  Date: 12/21/2022

  Thank you for your reply.

  We apologize for any prior miscommunication or lack of follow-up from anyone the guest spoke with.  That is certainly not the level of customer service that we strive for here at Ashley HomeStore.  Once the guest's order is competed - the current estimate is mid-January - then the guest can call ************* at her convenience at ************** to negotiate reasonable goodwill compensation for her experience.  We are unable to estimate or discuss specifics of compensation until and unless the order is completed in full.  In the meantime, we would encourage the guest to refer to the Terms & Conditions attached to her sales receipt for more information regarding estimates, the initial estimate of December 9 being clearly labeled as an estimate on the sales receipt itself.  We look forward to completing this order as quickly as possible.

  Kindest regards,

  Customer Answer

  Date: 12/21/2022

   
  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:12/09/2022

  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.

  Original purchase date 6/17/2021. Replaced a total of three times since purchase. Last time being 3 months ago. The furniture that we sat on in the store had firm cushions and were made of a completely different material. We know this because after not being happy the first time we went into the store and the salesman unzipped what was on the floor and it was apparent that the stuffing was nothing like what we were given, the salesman said that because of Covid we no longer have that type of stuffing. We said we would try if but if it continued to sag, we wanted it replaced. They replaced it, still not happy, and then the sections were not the same size, so we had that to deal with, finally got the correct size but the cushions are still horrible. We specifically told ******** that we would try the cushions but if we they didn't hold up any better, we would return it. Of course, she isn't employed there any longer, but that shouldn't be our problem. After speaking to a Manager (******* in ******* **) on 12/2 (we sent multiple emails to ******** who helped with all the replacements, and she never responded back starting 11/18/22). ******* told us that once we accepted the furniture, it was ours. That we sat on it in the store and made the decision to purchase it so it's ours. Well, we did sit on it and made the decision to purchase what we actually sat on not a makeshift piece of furniture that isn't even made the same as what we thought we were purchasing. We did not receive what we purchased. Just take a look at our account and you will see all the problems we have had.We paid $2,999.61. From Ashley Homestore, ************************************** ************ Customer Code ********** Enola Sepia sectional

  Business Response

  Date: 12/13/2022

  Hello,
  
  We appreciate you taking the time to forward us your concerns.  For this reason, we apologize for not providing a satisfactory resolution.  It is never our intention to affect our customers.
  
  Based on your account, we exchanged your sectional in April and June that you accepted in your home, and therefore we cannot offer a refund.  We will assist should any issues arise that are covered by the manufacturer's warranty.  Sagging is one of the issues covered, and we can place a replacement order for cushions.  If you feel the sagging has something to do more with the frame, we can schedule a Certified Master Craftsman for service.  If the issue is deemed non-repairable, the ****************** will contact you with your next steps.  
  
  Please advise if you would like to move forward with parts and service and provide which units by standing up facing the sectional, otherwise, we can not assist further. 
  
  Warm Regards,
  Ashley

  Customer Answer

  Date: 12/17/2022

   
  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:12/05/2022

  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.

  On November 25 I purchased a table and chairs through Ashley furniture in ******* **************. The salesman was having issues trying to print off my receipt so he said he would email me one which *** never never received so I called a few times sent him messages and he never returned my call. After I purchased the furniture I was looking online and found a company that was a factory direct that sold the table and chairs cheaper so when I couldnt get a hold of the salesman to ask the question I asked for the store manager after speaking to ******* the store manager he assured me that he would reimburse me $200 plus I wanted to purchase the matching server and he was going to match the price of the server with the factory direct company. He told me that I could either do a doc you sign or came into the store so I decided it would be best to come into the store which was an hour away so the next day I drove in the car to their store and I spoke with ******* he said the district manager was there and that I needed to speak with him after speaking to the district manager he informed me that they could not give me the $200 reimbursement for the table and chairs that ******* had said they would and he would not honor the price that he had given me over the phone so to me this was false advertising and I feel that I should be making a complaint I would appreciate you looking into this matter thank you

  Business Response

  Date: 12/06/2022

  Hey there!
  
  Thank you for reaching out to us here at Ashley HomeStore.
  
  After further review of your sales order which includes the following :
  OVAL DINING ROOM EXT TABLE
  UPHOLSTERED SIDE CHAIR
  We see that you have received $200 off your table & $55 off the chairs [%25].
  
  We are unable to adjust the price of the items any lower than they have already been adjusted.
  
  However, After this sale has been completed [delivered] we are more than happy to present you with a $200 Ashley Cash Card.
  
  Valid for six (6) months from the date of issue.
  For use in a Broad River or Ashley HomeStore Location. 
  Not valid for online purchases.
  Normally mailed within ten business days.
  If you are interested in receiving this offer please inform us at your earliest convenience, along with verification of your address:
  
  
  We look forward to hearing from you.
  
  Thank you for shopping at Ashley HomeStore.
  
  Warm Regards, 

   

  We've also reach out via phone with no luck [left a voicemail] A sales receipt has been attached to another email sent via our companies platform "Salesforce".

  Customer Answer

  Date: 12/07/2022

   
  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. 
  

  Customer Answer

  Date: 01/05/2023

   
  I am rejecting this response because:

  I dont think Ashley furniture has sent out the cash card like they promised.  Do I have to open another case or can you reach out to them.  We should have received it by now

  Thank you 

  
  
  

  Business Response

  Date: 01/05/2023

  Thank you for your response.  We're sorry for the delay in getting the Ashley Cash Card out.  We have confirmed that the request was submitted and have contacted the team to request they expedite processing.  You may expect the card to arrive at your address of record within the next **** days.  We truly appreciate your patience.

  Kindest regards,

  Customer Answer

  Date: 01/06/2023

   
  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:12/05/2022

  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.

  We purchased a sofa and loveseat at the ************** Ashley HomeStore. Once the furniture was delivered, ************* was defective. We called the store and they sent someone out to repair it which they said was their policy. It failed again and although we asked for a replacement piece, they insisted that they had to come out and do another repair. When the techs arrived, they immediately said the frame of the piece was defective and it would need to be replaced. The replacement piece they sent was wrong (a couch instead of a loveseat) and they finally delivered the correct piece.On 11/3/2022,I called ********* customer service and spoke with ****************, who advised me that we would be receiving a check for $130 as compensation for all of our inconvenience. When the check did not arrive, I called again on 11/17. The agent, *****, told me she didn't know ******* but that she would review the file. Upon review, there were no notations about the $130 refund check. She checked with her management, ******, who approved the payment of $130 for our inconvenience and we would be receiving a check for that amount within approximately 3 weeks. We have not received the check as of today.This is the worst customer service experience that we have had ever!!

  Business Response

  Date: 12/05/2022

  Thank you for your inquiry.  We apologize for any previous miscommunication regarding the refund, however all refunds are sent to the original method of payment.  Our records indicate that the sales order in questioned was financed.  We are very pleased to confirm that the $130.00 refund was sent to the finance company, Synchrony, on November 4, 2022.  The guest can call Synchrony directly at ************** to confirm receipt of the funds should he wish.  We are sorry that this was not communicated clearly in previous interactions with the guest.  We truly appreciate his patience and are glad to have resolved this matter for him.

  Kindest regards,

  Customer Answer

  Date: 12/07/2022

   
  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:12/02/2022

  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 made a purchase for outdoor furniture and had to have it delivered 3 different times because the first 2 times it arrived damaged. The third time I had to wait even longer for delivery because they were out of stock. I was told that a supervisor would be calling me back once the items delivered to provide compensation for the issues experienced. The items arrived the third time but one sofa cushion was damaged (had a hole and large stain in the packaging). I notified my sales rep at the mooresville nc location and days later she said send only a photo of the rip, dispose of the cushion, and they'll order a replacement. I sent her the photo and days later again she said she can't order it to contact ashley directly. I do this and I'm told to send the photo again to an email. I do that but then they tell me they need other photos which I can't provide because I got rid of the gross cushion per the instructions. I get a lot of delay and hassle and rudeness trying to get this resolved and ultimately they got photos they needed using info from the other not defective cushions. Now days have gone by and they won't place the order for the cushion replacement and won't reply to me at all. I can't use the sofa without this cushion because it's the seat cushion and the sofa is metal! It's the holidays and I want to be enjoying the furniture I paid for with my guests and I can't. I call Ashley several times to follow up and they all say they can't help me just email again. Nobody replies to the email and nobody will place the order and nobody has provided compensation for the issues until the cushion is resolved. This is unacceptable.

  Business Response

  Date: 12/07/2022

  Hello All,

  
  Thank you for bringing this matter to our attention. This matter is resolved. We have spoken with ******************** apologizing for the overall experience and offered an exchange for a unit.
  

  The customer had been scheduled for December 14th. We are also awarding goodwill compensation. once delivery is completed. I have provided that customer with my direct contact if she has any further questions or concerns.  
  

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

  Kind Regards,
  Sherika  

  Customer Answer

  Date: 12/16/2022

   
  I am rejecting this response because:

  I have been trying to reach Ashley because the replacement unit arrived today damaged and they couldn't even call dispatch because it was too early in the morning... now they took the old one and I'm without a couch and no information on when a new one will artive....

  
  
  

  Business Response

  Date: 12/17/2022

  We have sent the following email to the customer:

  Good morning ********************,
  
  We have received communication on the failed delivery from this morning and greatly apologize for this added inconvenience. We can see that you spoke with one of our Delivery Support agents at the time of the delivery to report the refusal of the item. We understand that you have inquired on when a replacement for your SOFA WITH CUSHION product sku P514-838 can be scheduled, regretfully we will not have an update until tomorrow when our system updates. The retail store can assist with viewing your account at that time being that ************* is closed on Sundays or you can wait for us to call you on Monday with that updated availability information. We can also see that you have also requested the item be Left In Box which has been noted on the order. We will make sure that delivery management is aware of this request.
  
  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,
  ******, Customer Solutions Professional
  ********************** Homes *************
  ************

• Initial Complaint

  Date:12/01/2022

  Type:Delivery 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.

  Very disappointed with Delivery and **************** at *********************************************. After reading other reviews this seems to be a common complaint about warehouse in *********, **. The delivery team did a poor job at time of delivery. They were here of all 10 minutes, did not place the furniture or even get the rug out of the shipping plastic. Once we place everything where we wanted it, we discovered it was too large for the room. **************** will not allow us to return one piece of furniture to make things work in the room. We are supposed to return it while the delivery team was here. If the delivery team does not do their job, how are we to know it does not fit the room. No offer to charge a pick up fee or a restocking charge which I would have considered even though the delivery team did a poor job. They did not even assemble the dresser. I will never step foot in another Ashley Furniture Store due to the poor customer service.

  Business Response

  Date: 12/01/2022

  Hello and Happy Holidays, 
  
  Thank you for bringing this to our attention. It is never our intention to affect our guests in such a way. 
  
  After a careful review of the account, we have decided to ***** a return for ****************** loveseat. A 79.99$ Pick Up Fee and an 86.66$ Restocking Fee, plus taxes will apply. There is a tentative date for the pick up to take place on December 10th, 2022.
  
  Once the pick up is complete, the remaining owed amount will be refunded to the original payment method within ten business days. 
  
  Thank you again for your assistance on this matter. 
  Have a blessed day. 
  Ashley *************

  Customer Answer

  Date: 12/02/2022

   
  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:11/30/2022

  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 a recliner from Ashley Furniture Store The chair that was delivered looks like the chair on the sales receipt but does not look like or feel like the chair we sat in at the store. We did not sit in the chair upon arrival to our house. I called the store to voice our concerns but was told they could not help. We would be happy to exchange the chair for another if the store would allow us the opportunity.

  Business Response

  Date: 11/30/2022

  Hi there!
  
  
  Thanks for choosing Ashley HomeStore!
  
  
  We have thoroughly reviewed your  exchange request; regretfully, returns aren't permitted following successful delivery.
  
  
  The cushions on the floor model version of your unit has "conformed" from "customer usage" over time which would explain the difference in "feel" on the floor model unit.
  
  
  We hope this additional insight helps & appreciate your understanding!
  
  
  If you have any further questions, please call ************* at ************.
  
  
  Warm regards,

  Customer Answer

  Date: 12/06/2022

   
  I am rejecting this response because: it just not right they sent wrong chair and will not exchange it for right chair
  
  

  Business Response

  Date: 12/07/2022

  Hello,
  
  Happy Holidays! Thank you for bringing this matter to our attention. 
  
  Regretfully, we will not approve an exchange request. While we understand this is an inconvenience, our policy states that no returns or exchanges are allowed once the delivery or pick-up is accepted. This policy is under Premium Home Delivery (Ashley DASH) and Warehouse Pick-Up in the Sales Terms and Conditions.  
  
  Unfortunately, an exchange will not correct *********************** issue. The item ******************* received is in brand-new condition and will not reflect the gently worn-in comfort of our showroom items. Depending on the frequency of use, the break-in process can take up to 90 days. 
  
  Thank you for your patience. We apologize that we are unable to provide a different resolution for you. 
  
  Best regards, 
  Ashley *************

  Customer Answer

  Date: 12/09/2022

   
  I am rejecting this response because:
  they sent the wrong chair not the one we picked out the chair we got was not the right color or design

  Business Response

  Date: 12/10/2022

  Hello, 
  
  Happy Holidays! 
  
  We are sad that ******************* believes her Rocker Recliner from the ****** Collection is the wrong item. 
  
  After a diligent and thorough review of the account, the item on her sales receipt matches the item in our product catalog, which matches the delivery photos. Those images are attached to this correspondence. 
  
  The item is not incorrect. It is new, and it needs time to be broken in. 
  
  Thank you for bringing this to our attention. 
  Ashley *************

• Initial Complaint

  Date:11/29/2022

  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 mattress from Ashley Furniture less than a year ago. On November 6th, ********* in the mattress gave out, and there are now 2 large sunken spots in the mattress. I began my process with trying to resolve this issue, as it is still under the one year warranty, immediately. I was told in order to exchange the mattress, a technician would have to come out to examine it. I was told someone would be here on November 12th. Nobody showed up and nobody from the service tech would answer my calls or return my voicemails. I have continued to follow up and keep getting the same run around of being transferred to other lines with no answer and no calls being returned. I spent over $700 on this purchase, and this is absolutely unacceptable that this issue has not been resolved.

  Business Response

  Date: 11/29/2022

  this customer purchased in a different state, please contact the company they purchased from. thank you.

  Customer Answer

  Date: 11/29/2022

  *********, ************** is the location of the store I purchased the mattress from.

  Business Response

  Date: 12/01/2022

  Hello,
  
  Thank you for bringing this matter to our attention. 
  
  We attempted to reach ********************* by phone to discuss the issue but failed to make contact. We have sent ********************* an email inviting her to call us and speak with her resolution expert. 
  
  Currently, we have confirmed the contact phone number for ********************* and have shared this information with our service partner. Our service partner will contact ********************* if they have not already.
  
  Have a blessed holiday.
  Ashley Customer Care