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

  11320 Carolina Place Pkwy Pineville, NC 28134-6323

  
• 

  Ashley HomeStore

  233 Airport Rd Arden, NC 28704-9404

  
• 

  Ashley HomeStore

  3932 E Franklin Blvd Gastonia, NC 28056-9298

  
• 

  Ashley HomeStore

  9632 E Independence Blvd Matthews, NC 28105-4628

  

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:09/22/2022

  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 paid for a kitchen table that was delivered with two damaged corners. The delivery driver stated that it was unnecessary to refuse delivery because he took pictures and would send them to the ************* for either repair or replacement. They was a lie because he did no such thing. I called the ************ store only to have ********************* the manager tell me why didn't I refuse delivery and after letting her know that was an insult to me....she hung up on me. I have only been mislead and lied to since the purchase of this table by both the delivery driver *** Customer Sevice. It has been 3 weeks since our table was delivered damaged and still no resolution. This review will only get an automated response, but only serves to warn others that once ********************* you something you are on your own when it comes to the damage and you should have refused delivery ..so it's our fault for believing the delivery driver, this is typically called a set up and unfortunately we fell for it and honestly hope thay once more read this review, no one else does either. But unfortunately, these ****** Reviews are not monitored by the Store but by Corporate. Which is probably one reason why ******************* up and didn't care about the damage to our table.The address to this store is as follows, the BBB site would not allow me to "tag' the right store. *******************************************************************.

  Business Response

  Date: 09/23/2022

  Thank you for forwarding the guest's concerns to us.  We are sorry about the subpar customer service this guest received from the delivery team and from the store.  We strive to provide better service than that for each of our guests.  His feedback has been passed along internally for coaching purposes to improve for future opportunities with our guests.

  The guest recently reported this to us and we have set up a service technician to go out and restore the table to showroom condition.  This has been tentatively scheduled for October 4 and the guest will be contacted approximately 48 hours in advance by the service team and provided with the estimated three-hour window in which he may expect the technician to arrive.  We have asked the guest to call ************* at his convenience at ************** to discuss reasonable goodwill compensation for his experience once the table restoration is complete and there are no more outstanding issues.  We look forward to completing this for him as soon as possible.

  Very kindest regards,

• Initial Complaint

  Date:09/22/2022

  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.

  ****** Furniture delivered a $3,842.97 power reclining sofa to my home 5 days ago. Since it was delivered, we've been startled with noises in the middle of the night, thinking there's someone in the house, but then not seeing anything or anyone. While sitting on the couch, we heard noises and felt movement underneath the seat. Upon further investigation, by putting the sofa in a reclining position and looking underneath with a flashlight, there are rodent droppings all underneath where the sofa is. This prompted us to put a security camera in a crevice of the sofa - and there is a live rat visible living in the couch. Obviously highly disturbed by this discovery, I promptly called customer service to have the couch removed. The rep I spoke to said she was going to arrange for the couch to be picked up. I never received a call back from that ************** when I called back a few hours later, I was told my "return request" was denied because the sofa was in the home already. I had not even yet had the opportunity to share the details of the situation - including the existence of the rat droppings or the video evidence we had, prior to it being denied. Obviously, I would not have had the opportunity to discover a LIVE RODENT inside the couch, if it was not in the home already. This is a completely unacceptable response from this company. I am not even seeking a return - I am seeking for a replacement of a couch for one that doesn't have a live rodent inside of it. It was clearly delivered in a defective condition. Who knows what interior damage has been done inside the couch - including the electrical components, creating a safety hazard. I am now stuck with a live rodent in my couch - and am supposed to be going out of town tomorrow - which I won't be able to do if this situation is not resolved. Highly disappointed with this whole experience - I have been extremely reasonable with my request - but zero accountability from this company. Buyer beware!

  Business Response

  Date: 09/27/2022

  Hello **************,
  
  We apologize for this happening!
  
  There is a tentative delivery date of September 30th.  You will receive the assigned estimated three-hour time window two days prior.
  
  Please provide two quotes as requested per our phone conversation for the exterminators.  Once we have received the quotes, we will contact you to resolve this matter.  
  
  If you have any questions or concerns, contact ************* at ************.
  
  Kind regards,
  Ashley Home Store

• Initial Complaint

  Date:09/20/2022

  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.

  Leather furniture purchased in 2/2022, delivered in 4/2022. In August, medicated ointment transferred onto the leather chair and stripped the color in the leather. I filed the claim immediately. Claim was denied stating that the protection plan doesn't cover "caustic" damage. The word "caustic" does not appear anywhere in the exclusions provided Ashley Furniture. The company that handles the claims for Ashley acknowledged that Ashley's PP exclusions don't use the word "caustic" but nonetheless, "caustic" damage isn't covered. Keep in mind that no one has ever been out to look at the furniture to make a determination that the damage is "caustic". After denying the claim, they referred me to 4 repair companies that I could hire out-of-pocket. The closest company was almost 3 hours away.

  Business Response

  Date: 09/22/2022

  Thank you for forwarding the guest's concerns to us.  We apologize that the protection plan provider was unable to address the issue, however, we are more than happy to do.  We have spoken with the guest and have created a service order as well as ordered replacement parts.  The parts will be shipped direct to the guest's address via *** or ***** within **** business days.  Once the parts are received, the guest should call us directly at ************** to schedule the date for the service technician to come out and complete the repairs.  We appreciate her patience and look forward to restoring her recliner as soon as possible.

  Kindest regards,

• Initial Complaint

  Date:09/14/2022

  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.

  Ordered a living room set in store on December 11, 2021 (my husband and I). Estimated delivery on the sales receipt says 05/15/2022- we were told we would be contacted when that time got closer and we accepted that. Around July/August- contacted wondering why we had heard nothing, and were told the furniture wasn't in stock. When asked why no one contacted us, as promised, they had entered the wrong email and wrong phone number. We got that corrected. We were then told 9/7. Reached out to sales representative on 9/7- then told it would be late October. We just want the furniture we ordered and were told we would receive in May. Have went around with customer service, the sales representative and are getting passed around with no resolution. There is no escalation pathway so we are just stuck, with only a loveseat, rug and end table (this was delivered in August, but the sofa, chair, ottoman, and end table were not). Sales order received with the dates that were provided as a follow up from the sales clerk when we reached out in August.

  Business Response

  Date: 09/15/2022

   Hi there!
  
  Thanks for bringing this matter to our attention.
  
  Here at Ashley Home Store, we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge.
  
  We acknowledge your frustration and appreciate your partnering with us to work towards a resolution.
  We apologize; your order is on a slight production order delay. We are monitoring your order daily & will immediately contact you for scheduling once available.
  We have you up for text message alerts and provided information for the MOM Portal to stay up to date on order status. 
  We will award compensation as a goodwill gesture once the order is complete. 
  
  Warm regards,

  Customer Answer

  Date: 09/16/2022

   
  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.  Although the matter has not been resolved, I accept for now, assuming the business follows up on the outlined actions listed in its response with timely communication and compensation for the extensive delays.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/14/2022

  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.

  I'm partner and I ordered a couch from this store and wasn't told the return policy. We did read the contract and the store return policy wasn't noticeable. The couch doesn't fit in our living room door and none of the couches their fit in the door. We haven't sat on the couch at all and when we called Ashley they told us that we could return. Then they told us they denied the request. We went inside the store and we waited for over an hour to get help the person who was supposed to help us only came to us after we told other store reps that we were there for them. We just want our money back and to done with this company.

  Business Response

  Date: 09/15/2022

  Good afternoon,

  Can you please confirm the customer information? We do not have an account under that name, number, or email address.

  Thank you!

  Customer Answer

  Date: 09/16/2022

   
  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:09/12/2022

  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.

  There are multiple issues with the queen ******* bed with drawers from Ashley Homestore purchased at *************************************************, which was ordered 8/21/22, and delivered (in part) on 9/7/22. The issues are due to poor planning/execution on Ashleys part, & inconsistent communication. This is not a complaint of the local store staff. The original issue was that the shipment didnt include one bed side rail, making assembly impossible. Next, the headboard, which the installers hastily put together before leaving, was not properly aligned (or was malformed), and missing a bolt that holds the assembly together, leaving a quarter-inch gap where there should have been a flush seam. The installers left a heavy box of drawers in the middle of my living room walkway, which my injured ******** had to move (along with the bed pieces & packaging left scattered about my daughters room). We had to move everything in order to move around the house, and ensure that my daughter could access her closet and dresser. My daughter has no bed on which to sleep, no space in her room to get ready for school, and piles of stuff scattered around the house. At no point was I told that I could refuse delivery, and they would take it back, but was led to believe that this would be resolved promptly by end of week. The issue was not reported by the installers to Ashley until they had left, which should have called them immediately before leaving. I was told this would be resolved by end of week initially, but now being told **** business days (2 weeks). Our hallway is filled with my daughters broken down mattress and box spring, and impacting access to our ******************** & is a hazard to my familys safety. I have gotten contradictory information from the first call to the subsequent calls and emails on the resolution time frame. Some people have been nice and helpful, others not so much, but no reasonable resolution yet. This has been a horrible experience!

  Business Response

  Date: 09/12/2022

  Good morning,

   

  This was purchased through a licensee Broad River Retail LLC

   

   

  Thank you,

   

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

  Business Response

  Date: 09/13/2022

  Good Morning,

  Thank you for providing us with this information. We do see where there were missing parts for the bed that impacted the delivery team from assembling the item. A delivery complaint has been filed with our logistics partner, Riverstone Logistics, for the parts that were left in the home. Our process was not followed by the delivery team, where they should have returned the defective item. This would have ensured the customer would get rescheduled in a timely manner with a replacement. At the time of receiving this complaint, an exchange had been request, approved and pending scheduling. This process can take up to **** business days. Our order management department reviewed the exchange and was able to get a new delivery for 9/15/22. We spoke to the customer to inform him of the upcoming delivery, apologized for the overall experience, and advised him that he will receive details later today (9/13/22) with the estimated 3 hour delivery time window. The customer voiced his concerns with ensuring that all of the components will be on hand for the team to assemble the bed. The customer was advised that we have flagged his delivery "Tag For Inspection". The customer was satisfied with the information provided.

  Customer Answer

  Date: 09/13/2022

   
  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, pending the actual delivery being correct, and appropriate corrective action being taken by Ashley with regard to a fair and reasonable credit, at least to cover the cost of the delivery/installation service.  I firmly believe that, without BBBs intervention, this would have been delivered, at best, on 9/21, and there would likely not have been an inspection of components.   I am hopeful that everything is addressed this week, as stated that it would be, and we can move past this.  It has been a horrible experience, in part because of poor execution, but as much due to poor communication (including failed call backs until today, almost a week later).  Up until today, 9/21 was the only date communicated.  I am accepting this, but will reserve the right to open an additional complaint depending on how the 9/15 delivery and subsequent follow-through is handled by the company and their representatives.  Thank you!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/03/2022

   
  Complaint: ********
  
  I am rejecting this response because:Related to Complaint Number: ********, which was prematurely resolved. While the purchase for this complaint originated at Ashley Homestore, ***********************************************************, the complaint is about the *********, ** office that has repeatedly delayed and offered unsubstantiated responses that they refuse to share in writing, or follow-up on as they promise. It has resulted in numerous calls for assistance and information over the course of the last 2 and a half weeks since the issue was first reported as resolved, but the promised compensation for the troubles experienced with my bed delivery was never provided, The original issues were as follows: Ashley delivering only part of the bed, leaving the heavy items in my house (in the middle of of multiple rooms, which I had to have help to move), and giving poor to no (or inaccurate) response to numerous queries and requests for resolution, my daughter sleeping on the floor for more than 10 days due to the condition of my house, etc. Ashley promised a refund to my original form of payment of $280 on 9/15/22 after the bed delivery was *finally* completed after more than a week of follow-up and waiting. They initially offered $210 in refund or $280 in store credit, but I requested that they provide $280 in refund instead. I was placed on hold, and about 10 or 15 minutes later, I was informed that the refund of $280 was approved. I was told that I should receive notice in email within 3 business days (by 9/20/22), but when I did not, I called back and was told it was still pending approval, and would be by 9/21/22. I called back on that day, and was told it was still pending, I waited a week, & still heard nothing. I called 9/29/22, and asked for a manager, and was told Id get a call back immediately after ending the current call, but of course I never did get the call back. I was something in writing to protect myself that I will be getting this refund of $280, and I want this to end! Frustrating!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/04/2022

  Hello ****************,
  
  Thank you for contacting us regarding compensation!
  
  We offer compensation as an act of good faith and is not mandatory, but we submitted a refund of $280.00 on September 15th it was approved on September 29th.  This refund will reflect in your finance account within two billing cycles. 

  We thank you for your patience and apologize for the inconvenience.  If you have any questions, contact ************* at ************.
  
  Kind Regards,

  Customer Answer

  Date: 10/05/2022

   
  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. I will continue to reserve the right to reactivate this claim if the credit is not received after two bill cycles.  I understand the perspective that it is considered an act of good faith and not mandatory for the credit, but I also was at a point of having the entire bed returned, and considered options if they had not acted in good faith with the credit, as the experience was well beyond what I expected for a company that specializes in both furniture sales and delivery at the scale that they do.  I had a horrible experience both during the process of attempting to receive the bed, as well as with all follow-up interactions which consistently resulted in inaction or lack of follow-through that was promised during the prior engagement.  So while I am accepting of this, and feel better to have it in writing now, I will continue to monitor until this is brought to final resolution in 2 months.  Thanks again to the BBB for your assistance.  I truly do not believe that this would have gotten any traction without your direct guiding hand.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/12/2022

  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.

  My wife and I purchased a king size bed room suit with mattress on Sunday May 8, 2022. We paid ******* which included the store warranty. The purchase was at the Ashley Furniture Store, ***********************************************************************. We were told that the furniture would be delivered on June 20th, 2022. I took the day off work to be with my wife for the delivery. When they did not show for delivery in the time frame they had asked, i called the store and they said it was not on manifest to be delivered. They rescheduled for August 4, 2022. When furniture arrived this date, the headboard was damaged and had to be returned. They rescheduled delivery for Saturday August 27, 2022. on this delivery, they put bed together but at the end realized all the drawers, which are located at the bottom of the bed were not sent on delivery. I asked if they could just not amil me another set of drawers but that was not an option. They scheduled a 4 delivery for Saturday September 10, which was to have drawers but the delivery did not have drawers again. I contacted Manager ****** at the store and asked if there was any way I could have the drawers off the display. She asked GM who called me and said that they would get this right but they could not give us these drawers. I then aske for my money back and for them to come get the furniture they left at my house. He said that was not going to happen. My request is simple, I want my money back and they can come get the furniture they have left at my home. after 5 months and 4 attempted deliveries. Enough is enough. Thank you for your help.

  Business Response

  Date: 09/12/2022

  Thanks for bringing this matter to our attention.
  
  Here at Ashley Home Store, we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge.
  
  We acknowledge your frustration and appreciate your partnering with us to work towards a resolution.
  
  We attempted to reach you via phone *************) with no success (no answer & your voicemail was full). We are currently offering one final courtesy exchange.  
  
  We have scheduled the exchange of ********************* HEADBOARD(item B476-69),  ********************* DRAWERS( item B476-66),  KG STOR RAILS, AND FTBD/CAITBRK (item B476-99 tentatively for Wednesday, September 14th.
  
  We are also partnering with the operations team to ensure all items are thoroughly inspected before loading on the truck.
  If this delivery is unsuccessful we have agreed to a Return and full return of the products.
  
  Once the exchange is successfully completed we will award compensation for the overall experience,.  
    
  We hope that you find our resolution/explanation satisfactory & eagerly await your response.
  

  Warm Regards,

  Sherika 

  Customer Answer

  Date: 09/12/2022

   
  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:09/08/2022

  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.

  Purchased a bedroom set from Ashley Homestore, ************************************************************************* on 9/25/20. I purchased a 5 year warranty. That warranty is with 5 star service.A few weeks ago, the drawers in the chest of drawers began to not close properly 2 weeks ago, I took one of the drawers out and the support broke off.I filed a complaint with Ashley Homestore. They informed me to contact 5 Star Service.I filed a complaint with 5 star service and one of the online questions was when did you notice the problem. I responded 6/1/22. They denied my claim and any future claims stating it was more than 30 days. I called them and explained that it wasn't until a few days prior to me filing the claim that the drawer actually broke. They said they would not be warranting the piece of furniture. I have made several calls to the store. No one will speak to me or return my calls.At this point, I want my money back for the broken furniture $307.90 plus I want my money back for the 5 year warranty of $249.99. Plus the 6% sales tax.The furniture is absolute garbage and they do not stand behind their furniture.They also do not have any type of *****************

  Business Response

  Date: 09/07/2022

  Good afternoon team,

   

  This customer purchased from a Licensee.

  Broad River Retail, LLC

   

  Thank you,

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

  Business Response

  Date: 09/08/2022

  Hello, 
  
  We have provided ******************* with an exchange of the 5 Drawer Chest. We have also provided directions for receiving her refund from the protection plan provider. ******************* has been contacted about these options and finds them agreeable for which we are truly grateful. 
  
  Thank you for bringing this matter to our attention. 
  Ashley *************

  Customer Answer

  Date: 09/09/2022

   
  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:09/01/2022

  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.

  Dear Sir * Madam,Good day,Details of Purchase Store : -> Ashley Homestore, ************************************************** Item Purchased -> Leather Reclining Sofa Date of Purchase -> Nov 26th 2021 Order Number -> ********** (Receipt attached)Purchase Amount -> $2949.36 Request -> Request for replace or refund I purchased a Reclining Sofa from Ashley homestore (receipt attached) during Thanksgiving 2021. The Sofa was delivered within a couple of days. We started to notice that the quality of the brand new sofa was not good, even when compared to a sofa that I have for the last 20 years.Within 3 days, the foam in the sofa started to sink and I called customer service to help resolve this issue.Due to Covid delays, I was informed that the sofa would be repaired and nothing was done until Feb'2022. After several calls over the last 9 months, with Ashley including their management, **************** said , the sofa cannot be repaired as this particular sofa has a "fixed seat" , which cannot be replaced and they offered me store credit, which I am not interested in.The Sofa has deteriorated and now I can feel the metal on the sofa when I sit down. I also met with the manager at the store and no attempt has been made to replace my sofa.Having spent so much money, I feel let down by the company. I have not been asking for a refund, instead either to fix (which I was told they cannot) or replace.But, at this point, may I request the BBB to please help get an exchange or get a refund from Ashley and they can take the sofa back. According to the contract attached, the sofa is still under the 1 year warranty period.Thank you for your help in advance Kind Regards,Yours Sincerely,*******

  Business Response

  Date: 09/02/2022

  Good Afternoon,

  I spoke with the customer, apologized for the delay in having his issues resolved. I discussed two options with the customer. One being an even exchange of the item. I did advise that this is a one-time courtesy due to the circumstances and part delays along with parts availability. The other option discussed was a reselection exchange. I advised the customer that he would be responsible for any cost over the credit of his original purchase. The customer was grateful for the resolution and accepted to have a reselection exchange. The customer has been advised that the exchange number ********** is pending in the system for the store to update with his reselection choice.

  ******, Customer Solutions Professional

   

  Customer Answer

  Date: 09/07/2022

   
  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,
  
  ***************************************

• Initial Complaint

  Date:08/26/2022

  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.

  A living room couch/sectional was purchased on 9/21/19, along with a 5 year warranty for it. While owning the couch, the chaise part of it broke and the warranty process was started. The warranty tech came to my house and said that it could not be repaired and needed to be replaced. On May 14th, 2021 I received an email from the warranty company stating "After review of your claim, we are pleased to inform you that management has approved a Full Replacement credit." This included a pdf with the detailed descriptions on the replacement I was to receive from Ashley Furniture. After many months of back and forth, the warranty company said they have sent the information to Ashley and Ashley continued to say that they did not receive it. When it was getting close to the warranty company's deadline for reimbursement that is on the pdf, six months from issue date of the full replacement, I went into the physical Ashley Furniture store to get assistance. The management team said they couldn't help but gave the number for their people that could. I stayed at the store and called immediate to get a resolution for my warrantied part. The Ashley furniture representative on the phone said they would assist in getting the documentation from the warranty company and shipping would take between 6-8 months due to COVID delays. I inquired about the date on the merchandise credit and it says will expire in 6 months (one month before it expired I was at the store asking for help and a resolution). The Ashley management representative on the phone with me at the store said the date did not matter to them and she would help with the resolution. We are now past the 8 month **** and Ashley is still not helping with the solution and blaming the warranty company. It is absolutely disgraceful that they encourage customers to buy the warranty and then will not follow through when you need to use it. We have had a broken part of our couch for over a year now since the warranty process started.

  Business Response

  Date: 08/30/2022

  Hello All,
  

  Thank you for bringing this matter to our attention. We have spoken with ********************  apologizing for the overall experience . We are actively partnering with the appropriate department and will follow up as soon as an update is available.

  Warm regards

  Sherika  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17778998
  
  I am rejecting this response because: While I appreciate that Ashley Furniture has reached out about the problem I was having, nothing has been resolved at this current time. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/01/2022

  Hello,
  
  Thanks for bringing this matter to our attention. 
  
  We attempted to call ******************** with no success ( a detailed voicemail was left & an email was sent). 
  
  We have created an exchange for ****************** PRESS BACK POWER CHAISE (item *******). We apologize; the order is on a production order delay & we will contact ******************** once available for scheduling.
  
  We consider this matter resolved unless new issues arise.
  
  Warm regards,