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 has 34 locations, listed below.

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
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  Ashley HomeStore

  5345 South Blvd Charlotte, NC 28217-4117

  
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  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

  
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  Ashley Furniture HomeStore

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

  

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:07/14/2022

  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 purchased the ************************* 6-Drawer Dresser and had several issues with this purchase. I had to place 4 orders to receive it in new and undamaged condition for it to finally be "resolved". I placed the order once over the phone with a store rep and they forgot to attach my payment to the order so it never was shipped/delivered. I canceled and went to another store and had the EXACT same issue. I canceled and went to another store. I placed the order again and it was attached to my order and a delivery date was issued. I received the item only to inspect it and find it damaged. I contacted Ashley immediately and their process for remediating an issue such as this is utterly ridiculous. I offered to send pictures, but none were requested, and they had to put in a request that would require 2-3 business days while this huge dresser sat in my living room. They finally came to get the dresser but couldn't give me a delivery date UNLESS I cancelled, so I asked them to cancel. I then had to place a new order for them to give me a delivery date. They delivered the item and after I inspected it they offered me $100 store credit or $80 credit to my method of payment.I took the store credit to place an order for the ************************* Vanity. They didn't have a precise delivery date when I paid for it 6/10 and I received it today 7/13 damaged. The stool is lopsided, as it wobbles while on a flat surface, the mirror has ink imbedded into the mirror, and there are scratches and scuffs all throughout. I offered to send pictures and yet they aren't requiring them so I will attach them below. They only remedies are: to have it inspected and repaired, exchanged with no delivery date, or to accept as is with a $40 store credit or $20 refund. With all the issues I've had with Ashley I want to return it and be done with Ashley, but I can't find this item anywhere else. I want to be offered appropriate compensation for this ongoing issue.

  Business Response

  Date: 07/14/2022

  Good morning team,

   

  This customer purchased from a Licensee.

  Broad River Retail, LLC

   

  Thank you,

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

  Customer Answer

  Date: 07/14/2022

  649 River Highway Mooresville, *******************

  Business Response

  Date: 07/15/2022

  Hello *********************,
   
  We appreciate you taking the time to forward us your concerns. 
   
  We sincerely apologize that we have inconvenienced you heavily during this process. It is never our intention to affect our customers. If this occurs, we offer compensation as a goodwill gesture. Our compensation is predicated on the merchandise delivered.  
   
  Our compensation is not mandatory; however, it is an act of good faith. We have submitted a refund request for the amount of $40. It will reflect in your account within 7 to 10 business days.  
   
  If you do not receive the refund within the time window, contact ************* at ************. 
   
  Kind Regards, 
  Ashley HomeStore 

• Initial Complaint

  Date:07/12/2022

  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.

  We ordered a tempur-pedic mattresses, adjustable bed frames, headboard, footboard and rails, dresser, chest of drawers and 2 nightstands = $13,251.88. I purchased at the Ashley Furniture Store **********************************************************************. Phone number is ************. First of all, we came in on April 18 to the store When we ordered it, we told them we needed to get it delivered on Apr. 29th because my husband was in a real bad tractor trailer accident and burned the lower part of his body and broke several bones and was in the hospital for 3 months. He could not lay flat at that time and we had them coming to pick up his hospital bed that day seeing how we were moving that day. They told us to be there from 1-4:30 that day They did not show or call we ended up calling them and was told it would be more like 5-6:30. They came after 6:30, blocked our road where people had to go completely around the block. They came in put the adjustable bed frame on the legs said that we would have to put it together that they had to have truck back within 10 hours and they had to have the truck back and they still had ******************************************************************************************* they would have to deliver later. I explained to them that my husband could not put the bed together and i had knee surgery and i could not bend down and do it. They still left I called store and could not get any answer. The next 2 days i called and was told they had no one to come and set it up that they could not do it until May 14 then May 5 I spoke with several people and i even asked if someone in the store could do it and they said no the delivery drivers are the only ones and they were off sun and mon. 6 different times they called and set up for delivery of head and footboard and only to call back and tell me that one part or another was damaged. We did not receive it until jul 2. We were told to call back to get compensation. Was told they can only give us $140 acct credit

  Business Response

  Date: 07/12/2022

  Hello! 

  We have reached out to our guest to gather full details of the issues. We were able to provide an updated compensation amount of $660. $160 ws refunded for the bed frame delay and a $500 Refund was provided for the lack of paid delivery services. 

  Thank you for bringing this matter to our attention. 
  Ashley HomeStore Customer Care