Complaints

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

close

Find a Location

Ashley HomeStore has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/21/2022

  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.

  On November 12, 2022, I purchased the Altari sofa and Ashley Sleep essential mattress with *********************, Consultant at the Ashley in ****, ** as stated on my sales receipt #**********. I was originally scheduled erroneously on 11/25/2022. As such, I reached out and called the customer service ***** on Tuesday, November 15th. The representative stated that she was able to reschedule my order for the 19th and I would receive a confirmation email. Which I did. On 11/18/2022, I called the customer service department due to a voicemail I received the night before stating my order was canceled. The rep assured me that it was still scheduled for the 19th, I went to the online system and confirmed the delivery. I waited until 2pm with no call or email from Ashley. When I tracked my order it now stated "unable to start." I immediately called customer service and the rep ***** stated that she doesn't know exactly what occurred. She then spoke to the management team and stated the system had a "glitch." I asked to either be transferred or obtain phone number for distribution center to find out what happened and how to reschedule. ***** was unable to do either and I was transferred to **** in the **************** Team. **** stated she placed a request for an override to reschedule my order and "someone would call me back, most likely during the work week." I explained the urgency of my order and that due to the holiday the mattress specifically was needed for my daughter who is coming home from college. She stated she would call me by the end of day with status if she heard back or not. I then call the **** office where I placed the order and **** CS rep stated she had no ability to assist me in resolving the delivery issue, she forwarded my call to **** on the Management Team. **** stated that the ******************* had some sort of issue and agreed that I should have been notified but there was nothing more she could do. I lost 4 hours of work and still no resolution.

  Business Response

  Date: 11/21/2022

  Good morning team,

   

  This customer purchased from a Licensee.

  Broad River Retail, LLC

   

  Thank you,

  ***************************** | Digital *************** Agent
  Ashley Furniture Industries

  Business Response

  Date: 11/22/2022

  Hello! 
  
  Thank you for bringing this matter to our attention. Please accept our sincere apologies for the confusion ***************** experienced with her new Ashley Sleep Essentials Mattress. It is never our intention to affect our guests in such a way. 
  
  The delay in delivery stemmed from a delay in receiving the mattress at our ******************** which caused the item to be unavailable for her scheduled delivery date of November 19th, 2022. 
  
  To rectify this, our teams worked around the clock in tandem to secure another delivery on November 22nd, 2022. We have spoken with ***************** and have confirmed the delivery on November 22nd, 2022. was complete and without issue. 
  
  Thank you for your assistance on this matter. 
  Ashley *************

  Customer Answer

  Date: 11/23/2022

   
  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:11/11/2022

  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.

  Purchased furniture in Dec 2021. Furniture came in damaged. Several attempts were made to replace failed. In Feb 2022 we were approved for exchange. Waited 9 months for furniture that they said was In stock and NEW furniture came in damaged as well. Ok Nov 4th We refused delivery and old furniture was left outside by third party delivery people.Weve contacted them about this and demanded our refund. They are refusing.

  Business Response

  Date: 11/11/2022

  Good Morning,

   

  This appears to have been purchased from a licensee Broad River Retail LLC

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Business Response

  Date: 11/15/2022

  Thank you for forwarding the guest's concerns to us.  We apologize for any previous miscommunication about the refund process.  We are very pleased, however, to confirm that the order was cancelled per the guest's request and that the refund back to the original payment method is now in process.  Please allow **** business days for processing.  We truly appreciate the guest's patience and look forward to completing this for her as soon as possible.

  Kindest regards,

• Initial Complaint

  Date:10/25/2022

  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.

  May 2022- I purchased a kitchen table, bedroom set & living room sectional June ****- I received a phone call all items were available for pick up when our home was done being built. I called every 4 weeks to confirm & called sept 3 to confirm pick up.Sept 6-we go to pick up, but no couch..which was paid off. We were told the couch was never ordered so a rush order was placed for October 10 since refund would take up to 2 months. October 10- still no couch, with no information on when would be available. We were told different dates every time I called. When I was finally able to even speak to a manager about the ***************** we were told the order wasnt placed properly. I finally canceled the order due to we were tired of dealing with Ashley & the unprofessional of the whole situation. I spoke with handful after handful of people from sales employees to corporate. October 21 I canceled with demand of the full refund. We have not been given any more information along with when our finances will be returned. At this point we just want our money back since 1) we never received a couch to begin with & 2) we had to come out of pocket for another couch with rooms to go. I have all ************************ held with corporate.

  Business Response

  Date: 10/26/2022

  Thank you for forwarding the guest's concerns to us.  Our records indicate that the guest's order was cancelled, per her instructions.  Her refund is in processing, which can take approximately **** business days before being applied back to the original payment method.  Since this order was originally financed, the guest should expect the refund to be reflected in her next 1-2 monthly statements from the finance company (based on where she is in the monthly statement cycle presently).  We appreciate her patience and look forward to completing this for her as soon as possible.

  Kindest regards,

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18307163
  
  I am rejecting this response because: 

  For months Ashley Furniture has done nothing to resolve this. An Im sorry. Does not suffice, nor does waiting 1-2 billing cycles for a refund on an item that was never received! We purchased over $5000 from Ashley furniture. We were told multiple times we would have to pay for this & that but would have our money sent back after the fact, This is not how a business runs nor were we going to give more money. We NEVER received a couch since MAY. Then your employees order the couch wrong- not once, but twice. We want the money for the couch within **** business days along with our other Ashley furniture paid off since we had to come out of pocket AGAIN for another couch for my family to sit on vs the floor which then causes a financial strain. Ashley furniture has handled this so poorly its disheartening in this world that such careless customer service do exists with the amount of financing spent alone at ************* location. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/28/2022

  Thank you for your reply.  Our records indicate that the refund has already been issued.  For additional assistance with the refund, please reach out to the financier by calling ************** or e-mailing them at *********************************.  They will be able to assist you further with this matter.

  Thank you.

• Initial Complaint

  Date:10/14/2022

  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.

  RE: Customer Code **********, Sales Order **********, Estimated Delivery Date 9/22/22, Sale Date 9/11/22 Regarding items Queen *** B-814-71, B814-98, B814-50S, and Square Table & 4 Chairs D335-223, these items were refused delivery and rejected due to they were damaged and defective, Queen *** B-476-98, B-476-64, B476-65, the bed was damaged due to the incorrect assembly during delivery, it was initially accepted, but due to the incorrect handling by the delivery team could not be repaired (customer service was called multiple times according to the signed agreement). *************************, General Manager of the *********** store has assisted with the two refunds (credits) which have so far been provided, but has not returned my phone call as promised by *****, Supervisor of Ashley's center on 10/8/22. I need to speak with ***************************** supervisor or manager at the *********** store, or a senior officer of Ashley Homestore in their corporate office in *********.To date no detailed accounting of the remaining amount still in dispute of $528.98 has been given, but needs to be provided, and due not receiving the promised services and merchandise in new and usable condition, needs to be entirely refunded. Sincerely,*************************

  Business Response

  Date: 10/15/2022

  Hello! 
  
  Thank you for bringing this matter to our attention. We apologize for the inconvenience **************** has endured. It is never our intention to affect our guests in such a way. 
  
  We have reviewed ******************** account and have found that no additional refund is due. Per the terms and conditions of the sale, signed at the time of purchase, the delivery fee is non-refundable. Along with the delivery fee, there is a 10% Cancellation Fee assessed on all orders canceled outside three days of purchase. 
  
  Given the events that have occurred and the fact part of the order was delivered in satisfactory condition before cancellation, we would be glad to refund half the $299.99 delivery fee. There will be no refund of the remaining 149.99$ of the delivery fee and the cancellation fee of 207.99$. 
  
  Thank you for your assistance in this matter. 
  Ashley *************

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18222367
  
  I am rejecting this response because:
   
  Complaint: 18222367
  
  I am rejecting this response because:
  I should be due a full refund.  Delivery includes installation,  and this service was never provided.  The delivery crew incorrectly assembled the first bed, damaging it, Ashley did not attempt to correct the problem,  I only pay for completed and usable furniture.  No sale, no sales tax.
  Sincerely,
  
  *************************
  Sincerely,
  
  *************************

  Business Response

  Date: 10/21/2022

  Good afternoon,

  Thank you for bringing this to our attention and after additional review of the situation, we have put in a refund request for the remaining $378.98.

  We have spoken directly with Mr. ****** on this matter and he is pleased with this resolution. No additional action is required.

  Warm regards,

  ******, Customer Solutions Professional

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

  Customer Answer

  Date: 10/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is also my hope that Ashley will better understand these situations in the future,  business is still after all based on goodwill value, word of mouth,  repeat and new customers because of it, an intangible asset 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/14/2022 Charging me on or around $1699.00 I was committed and provided a couch, smoke in color.My EPO schedule amount was $1540.78. ***** a sales manager at a different location told me Ashley Furniture should have never gave me the Sales Receipt that do not include the tax. Acceptance now did not try to resolve the issue. ***** told me it was my problem, and I should understand the taxes not being provided. I paid $500 in September and October. I should owe $540.78 in November. ***** told me I owe over $600 but not telling me how, if my EPO agreement is saying $540.78.Ashley furniture code: ********** Sales Order: ********** AcceptanceNOW agreement: gfe02733

  Business Response

  Date: 10/15/2022

  Hello! 
  
  Thank you for bringing this matter to our attention. Firstly, we apologize for the interactions ******************* experienced at our store. It is never our intention to affect our guests in such a way. 
  
  As to the payments to Acceptance Now (ANOW), sadly, we cannot provide any further explanation as to why the payment amount is different. While ANOW is a third-party company that resides in each of our stores, we are not privy to their operations. 
  
  It would be in *********************** best interest to seek further explanation from ANOW and its leadership team. 
  
  Thank you for your help! Have a blessed day. 
  Ashley *************

  Customer Answer

  Date: 10/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/11/2022

  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.

  We purchased over $6,000 worth of furniture from the Ashley Outlet Store located at ****************************************************************** (Sales Order **********). Two of the items in this purchase were a reclining couch and chair ($1,499.99 + $999.99) in addition we purchased the Diamond protections plan ($699.99) thinking it was unlikely we would need it but with the price of the furniture we figured it was a good investment. We received the furniture on April 22, 2022 and the chair was broken by late June. We filed a claim and heard back in early July that we would have a technician come out. It took almost a month for the technician to come out and he let us know a part would be ordered and then they would come back out to replace it. Since then we have placed 3 additional phone calls to Ashley, the service department, and the store we purchased from - all with promises to followup and nothing has been heard. In that time the reclining mechanisms on both sides of the couch have also started to break. We have no children and have older dogs who rarely are on the furniture in this room. To have furniture at this price point + the warranty cost and have brand new broken furniture is BEYOND frustrating. I was able to get ahold of someone today and filed a refund request (Salesforce number ********) however, I was told it was unlikely this will be refunded since I have taken delivery. I would like the cost of my broken furniture and the cost of the warranty refunded. I missed 3 days of work for deliveries and having a technician come out and frankly I do not feel I should have to jump through more hoops for furniture that last barely 2 months after purchase.

  Business Response

  Date: 10/10/2022

  Hello,

   

  This was purchased from the store in *******, ** which is a licensee - Broad River Retail, LLC

   

   

  Thank you,

   

  ********************* | Online Customer Care
  Ashley Furniture Industries, Inc.

  Business Response

  Date: 10/12/2022

  Good Morning,

  Thank you for bringing this very important matter to our attention. We are saddened to hear that your items are still in less than showroom condition. We apologize for the lack of communication and follow-up on our behalf. We understand you overall frustration with this process and have approved for an exchange for both items which is tentatively scheduled for Thursday October 20, 2022. You can expect to receive an automated notification 1 to 2 days prior to your delivery date to be provided with an estimated time of arrival. If you have any questions or concerns, please feel free to contact us at ************.

  Customer Answer

  Date: 10/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/03/2022

  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 metal box spring in February or March. I had purchased a metal boxspring because all the other boxspring for this king *** was defected. So I was tired of going up to the store talking to mangers and customer care. They gave me the hardest time each time I called and said the boxspring was broken. They send techs out their remind you the same person each time and he was the one who told me to get a metal boxspring. Once I got the metal boxspring had it about now it's squeaking loud everytime I get in the ***. I called the store and talk to the manager quite often to get this issue taking care of she gave me the run around. All I want is a new boxspring thats not making alot of noise. I willnever purchased nothing else from them. I have ***room set living room set nothing but issues with the matress I had to get help from bbbs before to get A replacement matress. I have not had the boxspring that long . I been dealing with this issue for months someone please help.

  Business Response

  Date: 10/04/2022

  Hello ************,
  
  Thank you for contacting us regarding your King ********************************* have sent a technician to evaluate this foundation three times, and as a result, they have found the unit to be up to standards and not defective.  Unfortunately, we can not assist you with a reselection exchange at this time. 
  
  We offer our sincerest apology if you feel that we have not provided you with a resolution you feel is satisfactory.
  
  If you have any further questions or concerns, contact ************* at ************.
  
  Kind Regards,
  Ashley Home Store

• Initial Complaint

  Date:09/27/2022

  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 have been trying to get Ashley to stop charging me for a bill that was paid in full. They are charging me for a "promotion" that I never signed up for. Every time I contact a rep or a persons at the store I am starting all over and they will say they will assist but do not follow up.

  Business Response

  Date: 10/04/2022

  Hello,
  
  Thank you for contacting us regarding your order number 3211010106.
  
  We have reviewed your account, and it shows that you have an agreement with your finance administrator (TD) for a six-month deferred interest promotion.  Unfortunately, we cannot make adjustments to a Promotion you signed and agreed to.
  
  You may contact TD for any further inquiries regarding your billing at ************.
  
  Kind Regards,
  Ashley Home Store

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18129978
  
  I am rejecting this response because: I was never told about this promotion nor did I agree to this promotion because I am on a fixed income and would NOT have a large lump sum to pay it off. I was advised by Ashley rep that called me that sometimes a sales rep will add a promotion on the account. That is unacceptable and unethical. Ashley is taking advantage of the elders by working like this. I have paid double of the amount of this furniture and cant afford this interest that they have charged me. It is NOT ******* it is Ashley who has address this to my account. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/05/2022

  Hello! 

  Thank you for bringing this to our attention. We are actively working on this concern and will be in contact ************* as soon as we have more information. We do apologize for the delay. 

  Have a blessed day. 
  Ashley Customer Care

• Initial Complaint

  Date:09/26/2022

  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.

  On 3/21/22, I purchased furniture from the Ashley Home store in *********,**. After rescheduling the delivery serveral times, due to the delay in closing on my home, my furniture was delivered on August 30th. The delivery team was unprofessional and rushed. Almost immediately after they left I noticed three holes in my new flooring. I had only been in my home for four days. I immediately contacted Ashley customer services and sent pictures of the damaged floors on August 30th. On, August 30th, I received an email with a ticket number stating someone would reach out. Two weeks later, I called again and was transferred four times to finally get someone who stated that she could see my complaint and the photos and could see that the complaint had been escalated. I called again on 9/26, was transferred four times to someone who again stated that the could see all of the notes and to send another email and someone should call me. As a consumer this is very frustrating and I would like someone to at least contact me to let me know the options for resolution.

  Business Response

  Date: 09/27/2022

  Good morning,

  It does appear that this was reported however not processed properly which is what caused the delay in communication with the customer. Here is the email sent to the customer. We will be moving forward to get quotes on the repair so we we can provide the customer the matching compensation to have the repair completed.

  Good morning *****,
  
  Thank you for your communication, we apologize for the delay in response to your previous efforts to resolve this issue. We greatly apologize for the damage that occurred to your floor in your new home. We want to ensure you that we are committed to working with you on a resolution.
  
  In order to process your claim, we will need three quotes on company letterhead sent to us via email. We will review the information and provide you the resolution based on that evaluation.
  
  My name is ****** and I will be your contact for the duration of this issue. You can email me here with ATTN: ****** or call direct at *********************. My schedule does alternate however my hours are 9:00 AM - 6:00 PM. 
  
  Warm regards,
  Ashley Customer Care
  ************

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Ashley Home Store in ******* ** to shop around for deals for my new home. The sales person I was dealing with was a great sales associate, was great help to me and my wife every step of the way. But the good experience became a bad one when I really found out what I was paying for one account that I was approved for. I was presented the whole run down on one account that I signed for, I seen the monthly payment in writing, percent of interest etc. But the second payment agreement was not clear. No "real" monthly payment was clear in writing, I asked the sales associate the monthly payment on that account ( Fortiva ), and I was told "It should be under $100 dollars a month, don't worry we got you". I did not leave the store with info on that payment account other than a Fortiva brochure. Long story short, I called Fortiva several times, my info was not in Fortiva's system for them to even tell me anything yet because the furniture was not in motion to the new home yet. So I waited... when the time finally came, I received the furniture, I gave Fortiva some time before I called back to get info on account. When I finally did, they told me it will be $180 per month. Nothing like what I heard in store at signing. I than called store back, they informed me that the sales consultant was on vacation, I asked for manager, he wasn't available. ******* told me that there's nothing they can do, the financing percentages are in the contract, I informed them that I was not informed that, I was basically going by word of mouth from the sales consultant. I than called again, Ashley furniture customer service representative told me there's nothing I can do, I'm passed the return date, but the rep did see that the Fortiva account has no properly prepared invoice on their end and said if I can't get the store to fix their faults than I have the right to take what ever action is required to get this corrected.

  Business Response

  Date: 09/26/2022

  Good afternoon,

  The following email was sent to the customer and the resolution is pending the customer's reply.

  Good afternoon ******************* has been brought to our attention that you have concerns with your order regarding the financing terms. We apologize for any inconvenience this has caused and will be happy to go over the information that we have. We have attached a copy of your sales receipt with your signature that discusses the finance plan you approved of. We cannot calculate what your monthly payments would be, that is a discussion with the finance company directly. Estimations can be provided however the exact amount is out of our control and is handled solely through your financial institution Fortiva. We are unable to adjust your payments or any charges that Fortiva has. According to your sales receipt, you agreed to the D49 plan which is a no Interest if paid in 6 Months plan.
  
  According to your correspondence you are also requesting that if we cannot change the payments, that you would like a return. As stated in our terms and conditions provided to you at the point of sale, we do not have returns on item once they have been accepted into your home. That being said we can offer you a $300 price adjustment on your order as a good willed gesture for the inaccurate information provided to you on what your monthly payments would be. Please let us know if you would like to move forward with this offer.
  
  We thank you for your patience and understanding.
  Warm regards, Ashley ************* ************

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18120894
  
  I am rejecting this response because:

  The payment plan was not clear. They are hiding behind the fact that I signed documents. But I was in the dark when it came to the monthly payments. And yes, I do have a invoice with Fortiva on there including the items billed under the Fortiva and the total that was being billed. But that invoice does not have monthly payment pricing.

  The ****************** account was upfront and clear. With all the interest percentages and even the monthly payments. It also have balances if I was to pay it off quickly and the amount due if I was to just pay the minimum per month. I never saw monthly payments with the Fortiva account. Why was I not presented the monthly payments at signing? 
  

  This is my first time dealing with Ashley Furniture. I dont know how things go when it comes to payments with *******, I put my trust in them ( ***************** to inform me. If the sales consultants dont know how ******* works up front, than why use them? Why use a company that dont tell you the payments up front? But instead tell you after you sign, and after the furniture is sent to your home and return period is expired so now you stuck with what ever they tell you? Thats bad business.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/28/2022

  Good afternoon,

   

  We have sent the following email to the customer. We have set a return for the items on the order in question. Advised that we will work with our retail stores to ensure they provide the proper financial information. Advised the process the customer will need to follow to cancel the additional protection plan purchased being that the items have been in the home over 30 days.

   

  Good afternoon ****,
  
  We greatly apologize for the overall experience with your order that was financed through Fortiva and will ensure that our retail agents are providing all customer accurate information on the financing process. We have approved a return of the items on order **********, items listed below. The return is scheduled for Saturday 10/1/22, if this date does not work for you, please call our ************************ right away at ************ to reschedule. Upon completion of the return, a refund will be processed to Fortiva for *******. It can take **** days for the refund to fully process. 
  TWIN PANEL FTBD WHT product sku B139-52

  TWIN PANEL HEADBOARD product sku B139-53

  TWIN PANEL RAILS WHT product sku B139-83
  DRESSER/******** SHOALS/WHITE product sku B139-31
  BEDROOM MIRROR/******** SHOALS product sku B139-36
  DBL REC LOVESEAT W/CONSOLE product sku 8670594
  RECLINING SOFA/JESOLO product sku 8670588
  
  For the added Protection Plan that you purchased, you will need to contact the company directly being that the items have been in your home over 30 days. We are unable to cancel the plan or refund without an email from ************ directly. Once you have cancelled it with them, we will receive an email confirmation with the pro-rated refund amount. You can reach ************ at ************.
  
  If you have any additional questions, please reach out to our ************************ at ************. We are available Mondays - Saturdays from 8:00 AM - 7:00 PM.
  
  Warm regards,
  Ashley Customer Care
  ************

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18120894
  
  I am rejecting this response because:
  
  The refund amount to Fortiva ( ******** + ****** after I cancel the ******* care ) does not equal the total that Ashley Furniture charged Fortiva ( $2,999.99 ). Which will be leaving me with a balance owed to Fortiva. I shouldnt have to owe Fortiva for anything after this matter.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/06/2022

  Good morning,

  Thank you for bringing this matter to our attention. This matter is resolved. The resolution included additional correspondence with ********************************** has decided to keep the order with a $600 price adjustment on the order. This payment was credited to the customers Fortiva account on 10/3/22. ******************************* is satisfied and no further action is required.

  Kind regards,

  ******

  Customer Solutions Professional

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

   

   

   

  Customer Answer

  Date: 10/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************