Business Profile

Furniture Stores

Ashley HomeStore

Headquarters

Complaints

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

Customer Complaints Summary

301 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/14/2025
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 had furniture delivered that the drivers knew was damaged and they deviously masked it and got my wife to sign for the delivery. When we realized the recliner was dropped and destroyed on the inside, we called immediately and now they are dragging their feet on replacing the chair because we signed for it. The drivers should have told us they broke the chair and not delivered it.
Business Response
Date: 02/15/2025
Dear Better Business Bureau,

We appreciate the opportunity to address Mr. *********** concerns regarding their recent furniture delivery.

Per our policy, once furniture is accepted into the home, it is eligible for service through our Master Craftsman team rather than an immediate exchange or return. In this case, the guests recliner was reported as damaged after delivery, and we have since ordered the necessary parts to restore the item. If the recliner cannot be fully repaired after this service attempt, we will proceed with an exchange.

We remain committed to assisting the guest and ensuring a satisfactory resolution. Please let us know if any further information is needed.

Best regards,
Ashley Customer Experience
Customer Answer
Date: 02/15/2025

I am rejecting this response because:

Delivery people were deceptive when they delivered the piece knowing it was broken. This is not a circumstance where policy comes into play due to dishonesty.
The master craftsmen said himself, There is no way the delivery people couldve delivered this piece without knowing it was broken
What I am hearing from You is that as long as the drivers get a customer to sign for the goods its ok to lie cheat and steal to do that and I have 0 recourse to get a new piece like I paid for?

Business Response
Date: 02/16/2025
Dear Better Business Bureau,

We appreciate the opportunity to address this concern. We sincerely regret any frustration the guest has experienced regarding their delivery and the condition of their furniture.

To resolve this matter, we have approved Exchange #**********, with a tentative delivery date of February 25, 2025. We appreciate the guests patience and look forward to completing the exchange.

If there are any further questions or concerns, please let us know.

Best regards,
Ashley Customer Experience
Initial Complaint
Date:02/10/2025
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 an item, said delivery is within 5 to 6 weeks when on the check out screen it said by Thursday.I contacted *** within 30 minutes of order to cancel. *** told me I couldn't until the next day. Contacted them the next day and the delivery track said:Order ************ Feb 9, 2025 $370.99 *************** Table with Lift Top *************** Table with Lift Top Item #: T468-00 Qty. 1 *********************** Delivered on Jan 1, 1901 ************ *** also bewildered and unable to cancel then tells me its shipped and on the way.This is absolutely pathetic. Cancel my order and give me a refund. ASHLEY FURNITURE are scam artist.
Business Response
Date: 02/10/2025
Good evening. It appears that this customer is located in *****, and is a guest of a different licensee. They are also reporting issues with a direct ship online item. We do not have access with direct ship items. Guest will need to reach out to Ashley Furniture directly at ************ or via the chat function at **************************************************
Customer Answer
Date: 02/11/2025

Fair enough.
Best,
Initial Complaint
Date:02/05/2025
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.
My wife and I went out looking for a couple of couches roughly 18 months ago and found a love seat couch and another one that sits three for our living room. The sales team was really nice and helped us find everything we wanted, including a warranty. Well, you know what did me in? That's right, the warranty. If something spills, it's covered. If something rips, it's covered. If something breaks, it's covered. If they can't fix it, they will replace it.Well, apparently not. I called their 5 ************ to submit my claim. The third-party company came back and stated the claim was not within their warranty. This is where I got upset. I called the 5 ************, which is the name of the company, and asked why this was not covered. They stated the rip throughout the liner was not in the scope of the warranty and they couldnt see any damage from the wood on the side since its in the lining. Then, I decided to call Ashley Home Store customer support. They were polite and looked into the matter. After submitting more pictures to their support team, they determined that the wood damage could be fixed by sending someone out to my house to fix that section of the couch. However, they wouldn't be able to fix the lining of the couch because it is not in the manufacturer's warranty. This lining is the only thing that holds up the area in which you sit and is the main issue.The support team said they couldn't help. They stated in five years you will have 400 dollars to spend since it can't be replaced. I won't be going back to Ashley Furniture again. I feel my wife and I were manipulated at the store into buying furniture that is frankly not worth the money because we were guaranteed that our couches would be fixed if there are any damages. It seemed like a good deal considering we didn't expect anything to happen to our couches. I feel this needs to be shared with other potential customers. ****** ******************** stores lie to their customers, check their store reviews.
Business Response
Date: 02/07/2025
Good afternoon,

Unfortunately, we are unable to assist with claims made through extended protection plans. The guest will need to work with the team at the extended protection plan directly for further assistance in filing a claim.

Because this item is no longer covered by the manufacturer warranty, we are unable to assist with filing a claim through the manufacturer warranty. If a claim is made for an issue covered under the warranty while the warranty is still valid, we can assist with service on the item.

We have provided the guest with information to pay for the item to be professionally restored if they would like to go that route.
Thank you,
Ashley | Customer Experience Team?

Customer Answer
Date: 02/08/2025

I am rejecting this response because:
This item is still under manufacturer warranty, and the sales team at your Ashley Furniture store stated if there was any damage that it would be either covered by the manufacturers warranty or through the extended plan. There was no mention that the ***** had exceptions to its coverage. And if there are then you were sales team is misleading customers. Looking through your reviews online there are multiple one star reviews for this exact reason.
Business Response
Date: 02/08/2025
Good afternoon,
We have reviewed the rejection and sincerely apologize for the overall experience. We are working to provide additional options to *** resolve the customer's concerns. The specifics of the coverage under the Limited Manufacture's Warranty is listed on the ***** Furniture website, *********************************************************** to review. The details of the policies for the purchased ************ plan are provided by the independent company.
If you have any additional questions or concerns, please email **************** or call our ****************************** at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.
Warm regards,
Ashley | Customer Experience Team
Customer Answer
Date: 02/08/2025

I am rejecting this response because:
This response does not help me in any way other than to state that the company is not liable for your companies deception in how your sales team operates. You then push the complaint down to well just review our policies. As the customer, I expect more and feel that the company should honor their protection plan.
Initial Complaint
Date:02/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 1-26-2023, I purchased a sectional couch from Ashley Furniture of *************, paying $1,900.00 down and financing the rest thru Fortiva Credit with no interest charged if paid within 2 yrs. When I received my first statement, interest was charged. I telephoned Fortiva and was told that the no interest if paid in 2 yrs did not apply. Therefore, the salesman lied to me just to get the sale. Upon contacting the manager ********* of Ashley Furniture in **************, she investigated it and stated that Ashley Furniture would reimburse us all of the interest that we had paid once the account with ******* was paid off. The ******* account was paid off on 12-29-2024. My wife has been emailing her copies of the Fortiva statements every month, even the statement showing the account paid in full. ******* has confirmed the amount owed to me, $761.31. She is telling me that Ashley Furniture sent the refund money to Fortiva on 1-15-2025. My wife and I on different days have spoken to Fortiva and they do not have any refund money from Ashley Furniture. My wife was told by ******* that they have never had a company send them a refund such as this. At first ******* told us that it would take one billing cycle, which has occurred and now she is saying 2 billing cycles with Fortiva. I believe that I am getting the run around. I do have all email correspondence with *******, and I am providing those minus the emails with the Fortiva Statements but can provide those if needed.
Business Response
Date: 02/05/2025
Hello,

We can confirm that the refund was approved on January 29, 2025. The refund should reflect within 12 billing cycles.

Thank you,
Ashley Customer Experience Team
Customer Answer
Date: 02/05/2025

I am rejecting this response because: You state 1 to 2 billing cycles of what? Can you provide proof of the refund?

Business Response
Date: 02/07/2025
Good afternoon,

We have provided the guest with the requested information, which shows we have processed our side of the refund. We also explained that refunds applied to financing can take up to 2 months to show, depending on the bank. We are unfortunately unable to assist with updates on the bank's process for the refund, but we have provided the guest with the information to reach out for further assistance if needed.
Thank you,

Ashley | Customer Experience Team?

Customer Answer
Date: 02/07/2025

I am rejecting this response because: I just spoke with *** at Fortiva, she states there are no refunds showing for my account. She stated that it could take 7 to 10 business days to show up if the refund from Ashley Furniture was a check. If the refund was sent on January 29, 2025, as Ashley Furniture has stated, then today is 7 business days. I told *** that I would check back on January 14, 2025, that should be plenty of time for the refund to post to my account. She stated that if no refund is showing on my account at that time, then I should contact the merchant again.

Business Response
Date: 02/10/2025
Good afternoon. We understand your frustrations, and apologize for the inconvenience caused. The refund was approved on our end on 1/29. However due to system issues last week, there may be a slight delay in Fortiva receiving the refund. Rest assured that your account does show that it has been sent to them and they should receive it any day now.
Initial Complaint
Date:02/04/2025
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.
I am incredibly frustrated since I have placed numerous calls, emails. and disputes regarding the issue going on a year now. My charge in question originates from an order (order # **********) that was placed at the **********, ** location on 02/25/24. This order was CANCELED within the required period of time that is necessary to NOT incur a cancellation or restocking fee. I have spoken to the sales person at the store that placed and cancelled the order (***** *******) and he has agreed no charge was to be issued for this cancellation. He also stated that this charge was incorrectly left on the account and was to be credited back to a different order that was placed at the Spartanburg location - but this order was not completed and was canceled as well. In summary, I placed two orders (one at each location) and each was canceled within 48 hours by the selling associate and NO charges should be on my account.Please remove this charge or direct me to who can rectify this issue to prevent any further legal action.
Business Response
Date: 02/05/2025
Hello,
Thank you so much for bringing this to our attention. We are sorry that you have been working on getting your refund for so long. We have submitted a refund request to our accounting department for your cancellation fee. We will send this refund in the form of a check to the address on file. It will be mailed within 7-10 business days. If you have any questions, please contact us at ************.
Thank you,
Ashley Customer Care
Customer Answer
Date: 02/06/2025

I am rejecting this response because: in lieu of a refund check, I would like the charges reversed from my Ashley Synchrony credit card account. Since it has taken months to resolve the issue, my account now has been closed and negative reports have been made to the credit bureaus as delinquencies. I simply would like the charges (and accrued interest, late fees, etc.) to be reversed and the negative remarks/delinquencies removed from my credit history. My account number is *******************. If you review both my calls to Ashley **************** and ************** - you will see the multiple attempts for disputing these charges.

Business Response
Date: 02/06/2025
Hello,

Thank you for bringing this matter to our attention. We sincerely regret the frustration and inconvenience the customer has experienced. We understand their concerns regarding the cancellation of their orders and the subsequent charges on their Ashley Synchrony credit card account.

After reviewing the details, we acknowledge that the customers refund request was not processed as quickly as it should have been, and we sincerely apologize for any delays. As of our last communication, we have submitted a refund request to our accounting department, and a refund check is scheduled to be mailed within 7-10 business days.

However, regarding the customers concerns about their Synchrony account closure and credit reporting, it is important to clarify that Ashley does not have control over Synchrony Banks credit reporting, dispute process, or account management policies. While we recognize the frustration this has caused, it was the customers responsibility to continue making minimum payments while the dispute was under review to prevent late fees, accrued interest, or negative reporting.

If the customer wishes to dispute the credit reporting further, they may choose to provide this correspondence with the BBB to ************** as supporting documentation. We recommend that they reach out to ************** directly to discuss any potential resolution regarding their credit history.

Warm ************************************************
Customer Answer
Date: 02/09/2025

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. I will contact ************** for further action.

Thank you.
Initial Complaint
Date:01/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The problem first occurred on 12/13/24. $5811.74. The amount is the purchase price for a bedroom suite. This amount is not the true amount because they did not remove a charge on the bill when the living room H**3132373636353035H was delivered and returned same day.We brought it to attention 12/13/25 the date of the first delivery. We spoke to the ***************** Team, Scheduling Team, ****** customer service and manager that sold us the H**3132373636353035H; ****** *******.Bedroom purchased from H3237**3532**35383135H H3135383635**32353535H, ********** on 11/07/24.Dec. 13, first delivery; headboard delivered with crack on front of headboard. Called ******** sent pictures. Spoke to Real time dispatch, customer care and scheduling. Exchange scheduled Dec. 17.Dec. 17, second headboard delivered. We inspected headboard on back of truck. Large scratch front of headboard and stain not applied evenly across headboard. More damages than first delivery.Dec. 20. Third headboard delivered. Was told by Manager that this was suppose to be tagged and inspected top to bottom in warehouse. More damages than first 2. Headboard stain not evenly applied across front of headboard. Light to dark in some places and missing stain on other places of headboard. We made numerous phone calls to the ******* (their customer service) , numerous conversations with H3237**3532**35383135Hs store/sales representatives, conversations with managers of ******** Dispatch team, scheduling team, supervisors, managers including supervisor at H3237**3532**35383135H Store that sold us H**3132373636353035H. GM **** ****** was supposed to take care of it prior to the **************************** return call made. I called the store ** everyday for a week, made 2 visits to the store to see him. Was told not available. I tried contacting H38323735363031**33H at ******************************************************. I spoke to someone and they transferred me back to ******* (customer service). I was unable to contact anyone at corporate thru the number I found online. We received an email from ******* customer Service and was given two options: first option $150 price adjustment refund to keep as is but they will void the Limited Manufacturers Warranty or Option two: Exchange the item at the distribution center located at ***********, **. Delivery is no longer available for this exchange. We will NOT under any circumstances accept an offer of voiding our warranty or acting as our own delivery people and picking up the headboard.We purchased H**3132373636353035H from H3237**3532**35383135H&#**;s H3135383635**32353535H Greenville store. At the time we purchased a protection warranty on the couch we purchased. When the H**3132373636353035H was delivered, we rejected the couch, and the delivery people took it away with them. I notified the salesperson, ****** *******, who informed me that we had the right to reject the shipment. Part of their policy. I signed an electronic document with the delivery people that said we were not accepting the H**3132373636353035H. They were supposed to send me a copy and I have not received it. I received a text and phone call from our salesperson, ******, that he took the charges from the H**3132373636353035H, protection and was going to wave that delivery change and he would handle everything. He also said the ticket was locked and that he could not send me an updated sales contract and that the ******** Customer Service people would adjust the bill. We would only be charged for what we accepted. That did not happen. There is a charge for $999.99 (warranty protection) and $599.99 (H3237**3532**35383135H Way) assuming delivery charge on the sales contract that was not taken off the TD Financing bill. Since we did not accept the H**3132373636353035H there should not be a warranty protection plan on something that we do not own. I also contacted the warranty company and they said that only the store can cancel the plan. This was not done by the store. After repeated visits and phone calls to the salesman, he told us he was directed not to get involved. I tried calling the Store GM **** ****** for 10 straight days and visited the store on day 11 and he has not bothered to call me back or acknowledge the problems. This store is owned and operated by H38323735363031**33H *****************. Mill, ** Thank you
Business Response
Date: 01/31/2025
Good afternoon,

Unfortunately, due to a safety-related incident during the delivery attempt, we are no longer able to provide delivery for this account. As previously noted, we are happy to provide an "as is" discount to keep the headboard in it's current condition, or we can allow you to exchange the item directly at our distribution center. This would also allow you to see the item before taking it home to confirm its condition. Please contact us at ************ to advise which option you would like to accept.

The protection plan amount has already been adjusted to $493.51 which is the prorated amount for the items that were delivered. We are also able to honor the free delivery that was mentioned by ******. This will refund $599.99 which will go back to your financing account. It can take 1-2 billing cycles for this to reflect on your billing statement.

We are attaching a copy of the order which shows the items that were delivered as well as the price of the protection plan that has been prorated. This does not show the $599.99 delivery fee being removed, but as stated that will be refunded and will show on your finance account within 1-2 billing cycles.

Kind Regards
Ashley | *************
Customer Answer
Date: 02/05/2025

Our Counter Proposal:
We will accept a $250.00 dollar credit on the headboard. With the caveat, either the Ashley Master Craftsman or the ************ Plus Certified Professional Technician comes to our home and fixes the headboard to as new condition.
If Ashley voids the warranty, what warranty are they voiding?
If it is ************ Plus, then the prorated amount should be zero. Please confirm.
We accept the refund of $599.99 as stated in the letter and will see it reflected in the statement financed amount.
If these terms are not acceptable, we will gladly go to arbitration.

Business Response
Date: 02/07/2025
We appreciate the opportunity to clarify our position and the resolution options available to the customer.

The customer has been offered multiple options to address their concerns regarding the headboard. If they choose to accept the "as-is" discount, the manufacturer's warranty will be voided only on the headboard, but their ************ Plus coverage will remain active, as it applies exclusively to accidental damage after delivery.

For safety reasons, we are unable to send a technician or delivery personnel to the customer's home. However, we are not denying the customer a resolution. If they do not wish to accept the as-is discount, we have provided the option to exchange the headboard by visiting our distribution center.

Additionally, we acknowledge the customers acceptance of the $599.99 refund, which will be reflected in their financed statement.

Please let us know if any further clarification is needed.
Customer Answer
Date: 02/19/2025

I am rejecting this response because:

Good ************************************* you will note, there are no terms regarding arbitration in the documents. Also, in their response they want to void the warranty but charge us almost $500 for ************ that they say will not fix this problem with the damaged headboard. Ashley will also not send out a repair person to fix the cracked headboard. Theri excuse is ridiculous about it not being a safe neighborhood.

Please review the documents and let me know what is the next step if the BBB will arbitrate this or do we have to go to court.

Thanks and have a nice day.
**** *********

Business Response
Date: 02/19/2025
Hello,

We are sorry to hear that you have not been happy with our previous offers. We want to provide a little bit of clarity on what you have been charged for. With TD financing, your initial invoice is always a pending authorization. You are not fully charged until the items have been delivered. At that time, you are only charged for the items in your home, the other items remain a pending charge until they are delivered. In this case, the remaining items (including the protection plan amount for the living room) were cancelled and not charged.

Here is a breakdown of your account charges and refunds:
Original invoice: Pending authorization of $9474.10
Billed out invoice: $5811.74
Delivery fee refunded: $635.99
Total amount charged: $5175.75

We want to provide one final offer to you. We can refund your full headboard price of $392.84 + tax and allow you to keep it in its current condition. We will not send a service technician to restore the item and there will not be a manufacturers warranty on the item.

Also, if you are not wanting the 5 year protection plan on the bedroom or the barstools, we can cancel that plan and offer you a full refund. As a reminder, you were not charged $999.99 for the protection plan, you were charged the prorated amount of $493.51.

Please let us know if you would like us to proceed with a full refund on the headboard and/or cancelling the protection plan for a full refund.

Thank you!
Ashley | Customer Experience
Customer Answer
Date: 02/20/2025

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. I also want to cancel the entire 5 year protection plan and want a full refund.
So to be clear, wee accept the refund of the full price for the headboard $392.84 + tax and will accept it in it's current condition. We also want to cancel the full 5 year protection plan and want a full refund. We do not want the bedroom and bar stools on the plan and again, want the full refund of $999.99. And the Delivery fee refund of $635.99 is also accepted. This will be reflected in the TD Financing charges.
Thank you.

Business Response
Date: 02/21/2025
Good afternoon,

Thank you for replying to our offer! We have submitted the refund for the headboard which is $392.84 + tax and the protection plan which is $493.51 + tax. As a reminder, you had a pending charge for the protection plan that included the full price of $999.99 + tax. When your items were delivered, you were only charged for the items delivered, the delivery fee, and the prorated amount of $493.51 for the protection plan. The difference of $506.48 was never charged as the items for that part of the protection plan were cancelled.

In addition, the delivery fee refund was previously processed for $599.99+tax (which as you saw came to $635.99.)

Thank you and have a great day!
Ashley | Customer Experience Team
Initial Complaint
Date:01/28/2025
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.
Original date of purchase 11/18/2022 Transaction#********** I originally purchased this sofa/chaise lounge set on 11/18/22 within a month I was having issues with the cushions getting really wrinkled and looking old and terrible. They gave me the run around for weeks just attempting to send new cushions one by one. I then got in contact with ****** ****** at the corporate office he was a resolution person so he agreed to replace the couch and refund $300 of my purchase. He also told me if I had any issues in the future I would be taken care of no problem due to all of the issues for months on a brand new couch. So in 2023 I got the new replacement couch and the same thing started happening. So I called and they offered replacement cushions up until last year. Well the issue is still here and now they are attempting to make me pay for replacement cushions when this documented issue has been going on for 2 years. The couch is manufactured by Ashley so I don't understand them not standing by their product after endless issues for 2 years.
Business Response
Date: 01/29/2025
Good afternoon,

While this order is no longer covered under the one-year limited manufacturer warranty, we have placed a courtesy parts order for the guest to assist with the issue. The guest has been updated about the parts order information and we have explained that this one-year limited manufacturer warranty is no longer active.
Thank you,
Ashley | Customer Experience Team?
Initial Complaint
Date:01/22/2025
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.
Continuous delay of item with false information as to why. Item was told to me upon purchase that it would be delivered on the 17th of January. I received a call near the 17th stating that the item was delayed due to "weather" and it would be the 25th before arrival. A warehouse employee who would be confirming the deliver advised me...that it had nothing to do with weather, that the item was "Not there yet" and they were waiting. I was told the deliver date would be the 25th. On the morning of the 22nd of January, i received a call that the item would be delivered the 29th. I advised them of my past conversations, to which they said the item was delayed again and did not provide a reason. Therefore i cancelled the purchase. The person stated they would notify the store for the cancellation. They advised me that the agent i purchased from was "not in" so upon his notification it would be cancelled. I asked to speak with management so i could confirm the cancellation and refund today. I was the placed on a call to the store and met by "Ebony" who told me the management was coming to the phone. "*********" told me that they would be charging me a 10% cancellation fee. She stated i should have been told this upon purchase. I stated that although i had nothing to do with the delays, false information as to the continuous delays, etc...i would still be charged? The answer was yes "ten percent." I then asked for a confirmation code or verification of the delay. "*********" stated that there was no code, they just cancel it. I then asked her to confirm her last name "*****" the amount i was being charged and to send me an email to confirm my cancellation so i may have verified record. This took place on 22 January at 10:10 am. No email return at this time at 10:50 am. I consider a FULL refund with no cancellation percentage be expected when the continuous delayed item has nothing to do on my purchase, delivery or in any manner as a customer.
Business Response
Date: 01/22/2025
Hello,

We apologize for any inconvenience. Per the terms and conditions agreed to at the time of purchase, a fee will be incurred if the order is canceled more than 3 days after the purchase date.

Best regards,
Ashley Customer Experience Team
Customer Answer
Date: 01/23/2025

I am rejecting this response because: The "3 Day" cancellation policy should be explained verbally upon purchase. Furthermore and of most importance. The original delivery date should be made, or explained that there is NO expected delivery date since my date went from the 17th, 25th, to "possibly" the 29th...etc. If the company is unaware of when a guaranteed date can be completed, then no delivery date should be told. My complaint stands.

Business Response
Date: 01/24/2025
Good Afternoon,
Thank you for bringing this matter to our immediate attention. We have contacted the guest to apologize for their overall experience and have submitted a refund request in the amount of $200.00 to cover their cancellation fee.
This matter has been resolved
Customer Answer
Date: 01/24/2025

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:01/15/2025
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.
We paid $2327 for a sofa and ottoman on 12/7/24. We were told there would be a 7 day return period from delivery, which is also stated on their website. On 1/10/25 the furniture was delivered and on 1/15/25 I went to the store to ask about a refund or replacement due to off gassing causing severe headaches, quality issues with stitching throughout, a tear in the fabric upon delivery and a multitude of other reasons. I was told all returns would need to be handled online. So I went online and they informed me that they only handled returns for their OH stores and directed me to call a number, in which I did. The customer service agent I spoke with informed me that the items were not able to be returned since we signed at delivery that they were received. Mind you, the furniture was in 6 large boxes that took hours to unbox and assemble since Im not able to lift them alone and were merely dropped off on my porch. How are you to know if the items delivered are in acceptable condition at that time? The false promises made at the time of purchase, and also made by the store when I attempted to return in store 5 days later are appalling and unethical. I feel they said anything to simply make the sale and then to get me out of their store.
Business Response
Date: 01/17/2025
Dear Better Business Bureau,

Thank you for forwarding the concerns of our guest regarding their recent purchase of a sofa and ottoman. We value all feedback and aim to ensure a satisfactory resolution whenever possible.

After reviewing the situation, we have granted the guest an exchange to select a different collection. As part of this exchange, a 10% fee will apply. This fee is in accordance with our policies and covers the handling of the original items.

To address the guests concerns about delivery and product condition, we have included Ashley DASH **************** in this process to ensure that the delivery of their new items is completed in good, whole, and proper condition. This additional step is intended to provide peace of mind and a seamless experience.

We believe this resolution strikes a fair balance by addressing the guests concerns while upholding our policies. Should you require additional details or documentation regarding this case, please do not hesitate to reach out.

Thank you for your time and assistance.

Best regards,
Ashley Customer Experience
Initial Complaint
Date:01/02/2025
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.
My wife and I recently purchased a new home and we went to the ************ store to furnish it. After placing a $14000 order we were quoted a set of delivery dates that ultimately were never honored. All throughout our visit that day we were assured by the salesman that if we were dissatisfied with any items upon delivery we could return them. At the time of purchase I wrote a check that I asked the salesman not to cash for 3 days so I would have time to transfer the necessary funds. He assured me that checks were not presented for payment until the delivery was made. The next day I saw that the check had already been presented and that I incurred a $15 overdraft fee due to lack of funds. When I spoke to the store manager , April, she assured me she would reimburse me for my loss. I am still waiting and she will not return my calls. A few days after we placed our order we were informed that our delivery date was changing and that we would need 3 separate deliveries to complete our order. The first delivery came with several wrong items and several pieces missing. In addition one item was damaged. Also hardware required to install the dresser mirror was not provided. The second delivery was a couch that turned out to be too big for our living room but at the time of delivery only my wife was home and she wanted to get my opinion before we were sure. Rather than have the delivery truck wait until I returned she accepted the delivery. When we informed customer service that we would like to return a section of the couch so the couch would fit in our living room we were told that we had already accepted delivery. Mind you we were still waiting for a third delivery that would have made returning the item very easy. Subsequently we received our third delivery and the hardware to mount the mirror was still not included. At this time we like two things. A reimbursement for our overdraft fee and the ability to return the sofa section for a refund.
Business Response
Date: 01/04/2025
Hello!

Thank you for bringing this matter to our attention. We have worked closely with the customer to address and resolve all of their concerns.

Check Cashing Issue: The customer was informed that checks cannot be held and was given the option to delay their order. However, they chose to proceed with payment to secure their delivery date. We have reimbursed the $15 overdraft fee as a courtesy.
Couch Return: Although our policy states that items accepted into the home cannot be returned, we approved the return of the oversized sofa as a one-time exception. The guest was notified, and arrangements have been finalized.
We value the guests feedback and have taken these steps to ensure their satisfaction. If there are any further questions or concerns, please feel free to reach out to us directly.

Best regards,
Ashley Customer Experience

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