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Business Profile

Furniture Stores

Ashley Furniture Homestore

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/27/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 daybed with pull-out trundle bed on July 8, 2023 from Ashley Furniture, Aberdeen, SD 57401. Upon delivery and assembly of the bed, the delivery/assembly team assembling the bed found that the daybed had an internal manufacturing defect; there was a missing internal wood support brace inside of the manufactured bed, and the external metal mounting bracket for the bed platform support on one end had to be connected to this internal wood-brace/support. However, Furniture Mart USA has totally dropped the ball on this. I have communicated with them twice via text; the last communication they indicated to me it could take several months to get the piece in from a manufacturer. It's been 9 months since the discovery of the problem --- the only contact FM-USA has initiated with me on this is to email me a box of hardware---a box that has nuts bolts etc. in it, but no details of why it was mailed, or what to do with it.

    On July 8, 2023 I received the following text from FM-USA:

    Hello,
    I am reaching out from Ashley Home/Furniture Mart USA regarding the delivery that was attempted today. We were notified that the item brought out was missing pieces to assemble. We will get a new one committed to your ticket after the truck completes their paperwork tonight. Once we have the new one available for delivery, we will contact you to set up a new delivery date. If you have any questions, please call us at ************.
    Thank you.

    I have never been contacted by FM-USA to set up a new delivery date--and it's April 26, 2024. I have been storing this trundle in my shop/garage for 7+ months. I have adequately attempted to 'mitigate my loss' by contacting FM-USA customer service, who assured me the 'next move' in the process would be initiated by them by 'contacting me to set up a new delivery date'.... something which has not occurred.

    Thank you.

  • Initial Complaint

    Date:10/23/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Monday, Nov. 6th, we received an e-mail from ******** **** *** **** regarding a resolution to this claim. We chose a $400.00 refund. Then we got a follow up e-mail on Nov. 6th confirming our choice. 

    "We have received confirmation that you are accepting a settlement of your protection plan in the amount of $400.00. At this time we are processing your request. Please allow 4 to 6 weeks for processing."

    As of this writing, we have NOT received the refund check. If we do not get it, we will continue to contest this claim.

     

     

     

    ear from ********. We are being scammed and demand attention to this problem and a full refund for the entire purchase of this couch and bogus ******** *** **** ****!

  • Initial Complaint

    Date:10/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Never in my life have I had such a negative experience with a company.

    I initially purchased a bedroom set and sectional sofa.

    All pieces arrived in a timely fashion, aside from one piece of the sectional which essentially made it a modular couch (which if I wanted to buy just a couch -- I would've bought just a couch.)

    After 6 months of incessantly attempting to contact my sales rep ****** ******* (and never once receiving a reply) I was informed by Customer Service Rep via the corporate number that my missing item had now been discontinued.

    The company refused to refund the money for the missing item, stating the only person who had the power to do so was my sales rep (who I still until this day have been unable to get ahold of. -- even though he IS still employed by the company, it apparently isn't standard protocol for employees to follow up or rectify the situation)

    In order to receive a refund I had to file a dispute with my credit card company.

    Flash forward, I work with another employee from this store's location (Amina, she is the only competent person I have spoken with from this company in the 8 months I've been dealing with this nightmare situation.)

    Amina helped me to purchase a replacement item that would help my "couch" turn into the sectional I had originally ordered (albeit a different orientation than I originally desired but I was okay with that.)

    Come the day of delivery, I am contacted by the delivery team who informs me they are outside of my home. They were not however at my home, and continually ignored my calls for an hour -- only to text me an hour and a half later saying my order had been cancelled. Why was my order cancelled you ask? WELL -- ONCE AGAIN I HAD BEEN SOLD AN ITEM THAT WAS DISCONTINUED AND NO LONGER IN STOCK.

    I am now stuck with 3 out of the 5 pieces I ordered to create a sectional. The corporate line gives you the run around stating they'll contact the sales location, but you NEVER hear back from corporate nor the actual location. In order to receive a refund for items you never received you will need to make a dispute with your credit card company or financial institution.

    Also, be aware, that even though I was sold this "sectional" under the pretense that all pieces would arrive -- if items come up missing after the delivery process the company does absolutely nothing to rectify the situation. They don't refund you if you are unable to speak with the originally customer service agent, and they will not offer to swap items.

    It should be common courtesy of them to offer to swap the incomplete sectional I purchased at full price for a comparable item closer to what I originally went in for. I am now stuck with an incomplete couch that doesn't fit my space whatsoever. I am constantly on the phone with the customer service line and my financial institution and have yet to get any real resolution after 8 MONTHS.

    Do not do business with this company. It feels as if the employees will intentionally sell you items they know will never arrive because they want to earn the sales commission, at the customers expense.

    Buying a 5 piece sectional couch and receiving only 3 pieces is like purchasing a vehicle with only 3 wheels -- it makes absolutely no sense.

    I will be making a complaints with every consumer report agency, and I seemingly will be stuck with an item that is incomplete, and unable to receive a full refund because the financial institution will only credit a portion of what the believe the item is worth.

    Bonus negative point - I was verbally advised that I had been approved for 0% 60 month interest via their Syphony Credit Line, however, this was not true and there is interest on the charge. So not only am I paying for items never received, I am paying interest on them.

    Avoid this place at all cost. Once the sale is made you receive no assistance from the purchase location, nor the foreignly outsourced corporate customer service phone number.

Ashley Furniture Homestore is NOT a BBB Accredited Business.

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