Complaints

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

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• 

  Ashley Furniture HomeStore Stoneledge

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Stoneledge

  1721 E Ventura Blvd Oxnard, CA 93036-1815

  
• 

  Ashley Furniture Homestore

  5055 S Montclair Plaza Ln Montclair, CA 91763-1512

  
• 

  Ashley Furniture HomeStore Stoneledge

  7770 Miramar Rd San Diego, CA 92126-4203

  
• 

  Ashley Furniture HomeStore

  3667 N Freeway Blvd Sacramento, CA 95834

  

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:04/10/2023

  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.

  I went to Ashley furniture to buy a new bed,, after going over the beds we picked one out. Was the tempurpedic over $12,000 and we bought 2 pillows and mattress protector. Explained that we had purchased a bedroom set a couple years ago and that there is a large gap between mattress and frame. The rep assured me that they must have sent me the wrong ones or something and that by getting the new bed that wouldn't be a problem. There is now a large gap at the top and now at the bottom, pillow just slide through. And the bed itself is not the same comfort as the one he showed **. I spoke to him the next day after getting bed delivered and told him the bed is extremely hard and he said over time the bed should break in and become comfortable. I have had the bed since March 23rd and its still just as hard as it was when I got it. Rep told me to sleep on it for 30 days to adapt, but I don't get any sleep on it. I have to sleep on couch. I was told my pillows were on backorder till the 28th. I received one and not the other. I spoke with rep 3/31/23 regarding my other pillow and was told they already shipped it and would find out where it was. Now it is 4-10-23 and still no pillow. I sent text to rep and he says : Showing mailed on the 5th. I have them tracing tracking number. I'll update you once they confirm. It has been a nightmare with this bed, I asked for a refund the day after it was delivered due to it being so firm that it is unbearable to sleep on and they said no refund. That is an extreme amount of money to spend on a bed that was suppose to be like the one in the store and turns out not even remotely close. I just want a comfortable bed so I can get some sleep. I will never go through this business for anything in the future.

  

  Business Response

  Date: 04/17/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to the HomeStore Management. They have advised:
  
  I have been in contact with guest personally. She even has my personal cellphone number. She has been communicating via text directly with me. 
  
  In regard to comfort of mattress, the consumer did communicate after receiving. I reminded her of our conversation when doing the comfort test noting these mattresses have been broken in and been on the showroom for years. She acknowledged that as well. In regard to refund, that was addressed as well. I noted the "ASHLEY NO EXCHANGE OR REFUND" policy and double checked all documents were signed. We are NOT denying an exchange, but the product needs to break in and give it 30 days. With our last conversation, I informed customer she is not being denied an exchange, we just needed to wait the 30 days. It has not been 30 days as of yet...it's been a little over two half weeks. 
  
  I understand customer is frustrated, but all policies are being followed and communication has been direct one on one from my personal number.
  
  
  
  We have attached the consumer's signed sales documentation.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 04/18/2023

  Spent over ****** and still cant get any sleep. And the huge gap is still there

  

  Business Response

  Date: 04/25/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to the HomeStore Management. They have advised:
  
  I have been in contact with guest personally. She even has my personal cellphone number. She has been communicating via text directly with me. 
  
  In regard to comfort of mattress, the consumer did communicate after receiving. I reminded her of our conversation when doing the comfort test noting these mattresses have been broken in and been on the showroom for years. She acknowledged that as well. In regard to refund, that was addressed as well. I noted the "ASHLEY NO EXCHANGE OR REFUND" policy and double checked all documents were signed. We are NOT denying an exchange, but the product needs to break in and give it 30 days. With our last conversation, I informed customer she is not being denied an exchange, we just needed to wait the 30 days. It has not been 30 days as of yet...it's been a little over two half weeks. 
  
  I understand customer is frustrated, but all policies are being followed and communication has been direct one on one from my personal number.
  
  
  
  We have attached the consumer's signed sales documentation.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is the same exact response. It has been 30 days and the bed is just as hard as the first night I slept on it, after being promised a good nights sleep because this bed is so comfortable. I just want them to take the bed and refund. I will never shop here again. Spending over $12,000 on a bed and being PROMISED this is the best bed and it's so comfortable was a complete lie, not to mention the lies that followed regarding the huge gap on head and foot that have never been addressed. And being lied to about when the pillow was due to ship or when it was shipped. I shouldn't have to sleep on the couch after spending $12,000 on a bed that was promised to be the best. Guess I have to continue to wait for it to get broken in so maybe eventually it will become comfortable over extended amount of time. I highly recommend people take there business elsewhere unless they enjoy being lied to.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 05/01/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to the HomeStore Management. They have advised:
  
  I have been in contact with guest personally. She even has my personal cellphone number. She has been communicating via text directly with me. 
  
  In regard to comfort of mattress, the consumer did communicate after receiving. I reminded her of our conversation when doing the comfort test noting these mattresses have been broken in and been on the showroom for years. She acknowledged that as well. In regard to refund, that was addressed as well. I noted the "ASHLEY NO EXCHANGE OR REFUND" policy and double checked all documents were signed. We are NOT denying an exchange, but the product needs to break in and give it 30 days. With our last conversation, I informed customer she is not being denied an exchange, we just needed to wait the 30 days. It has not been 30 days as of yet...it's been a little over two half weeks. 
  
  I understand customer is frustrated, but all policies are being followed and communication has been direct one on one from my personal number.
  
  
  
  We have attached the consumer's signed sales documentation.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:04/09/2023

  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 from Ashleys 03/30.A table, 4 chairs, 3 rugs and 1 canvas.I received a table, one chair, 2 rugs (third le sing delivery).When I called to inquire about only receiving one chair I was told thats all that was ordered. My invoice that I signed for had a total of four chairs. I am not being told when they resubmitted the order for more of their mistakes it was submitted as one chair and not four. These chairs are only sold in sets. My invoice has 1 item for chair along with 2/CN note, meaning I should have received two chairs. Managers are not helping find a solution, I still have only one chair at home. If I wanted to purchase three chairs, I couldnt. I am being forced to purchase two sets of chairs, because they arent sold individually. This means I will either be missing a chair or over a chair. They have taken my money and refuse to deliver the missing chair. Ive had cases open and have reached out to others for help and nothing has been solved, I do not even receive calls back.

  

  Business Response

  Date: 04/15/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. We are currently working with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 04/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:04/07/2023

  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.

  DAY OF DELIVERY WAS A NIGHTMARE - BEYOND UPSET I HAVENT EVEN MOVED INTO MY HOME AND I CARPET DAMAGE ALREADY.I also put in a request to cancel the other headboard I ordered as I will not be doing business with Ashley going forward. I have proof of my contact immediately with your company on the issues with the delivery and the quality of furniture. I have never had such horrible delivery and customer service from a ******************** company. It is clear you just don't care.I ALREADY BLEW UP ******* AND CONTINUE TO GO ON EVERY SOCIAL MEDIA UNTIL I GET ACTION - I HAVE ONE OUTSTANDING PIECE (put in a request to cancel it 3/26/23)I made this report on the same day of delivery of my headboard and also dressers. I have sent pictures, I heard already from the company that did the delivery WHO stained my carpet but I have NOT heard any resolution regarding my damaged furniture. CASE NUMBER ******** DAMAGE:1. HEADBOARD WAS ASSEMBLED ON BRAND NEW WHITE CARPET AND HAS STAINS - SEE PICTURES 2. HEADBOARD NOT ATTACHED - WILL WORK WITH MATTRESS FIRM TO DO IT BUT THEY SEEMED CLUELESS ON HOW TO DO IT 3. HEADBOARD DAMAGED IN MANY PLACES - DRESSER WAS ASSEMBLED NO SERIAL NUMBER ANYWHERE ON PRODUCT - IT CAME IN SLATS THAT HAD TO BE PUT TOGETHER - 4. DRESSER SERIAL NUMBER ********** - DRAWERS ALL UNEVEN, DO NOT CLOSE SMOOTHLY, DRAWERS DO NOT CLOSE ALL THE WAY - SEE PICTURES CASE NUMBER ********

  Customer Answer

  Date: 04/07/2023

  Attached is the receipt.  I have reached out numerous times to ashley furniture and they started a ticket and now completely ignore me, do not respond and I have damaged carpet, damaged furniture.

  

  Business Response

  Date: 04/17/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to ****************** We are currently working with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  the damage occurred March 21st and still no response, this is not acceptable.
  
  Regards,
  
  ***************

  

  Business Response

  Date: 04/22/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to ****************** We are currently working with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:04/02/2023

  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 purchased a mattress from Ashley and after less than a few months it has sunk and made a big bump on the middle causing alot of sleep problems and back pain. we contacted Ashley to get the mattress replaced through warranty but the techs that came measured the mattress and denied to replace it with ou r paid warranty, arguig that his company conditions doesnt allow the manifuactured fault, which was not shared to us during the time of sale. we compalained again after a few months, and another tech came and the same thing was repeated, another denied warranty. We report the seller and the brand manufacturer to make a record that they do not share the warranty limits and guidlines with the customers at the time of sale.

  

  Business Response

  Date: 04/10/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. Based on the technician's visit from 1/23/23 the depression is 1 and needs to be 1 to be deemed defective. We will not be able to approve the consumer's request for a return/refund; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The measurements that were necessary to identify the defects were not disclosed or mentioned at the time of sale, otherwise I would not have made the purchase.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/19/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We have attached the Ashley Sleep Warranty information. At this time, we will not be able to approve a return/refund or an exchange; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/30/2023

  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.

  Anyone have any problems with Ashley Furniture on Rosedale? March 1, 2023 I purchased recliner through the local store on Rosedale HWY. I received it March t6th. It was defective.. I IMMEDIATELY called Ashley re same, I told them that I dont not want this chair {it was well within the 72 hours required for a full refund). I was told a technician would have to verify that it was indeed broken. 1 week later he comes out, verifies its broken. I say great! When can I get a refund and/or my new chair? They issued me a case number, told me to go down pick out a chair or if I couldnt find a suitable one, will be issued a refund. Went down to Ashley on March 28, 2023, all excited, ready for either refund or new chair. NO ONE knew what I was talking about!! I show my cash paid receipt, I show my case number, I show multiple texts between myself and the salesman I was working with. ZERO. So now, the Manager ******, says any refunds or exchanges have to go through his Regional Manager *********************. He was to call me back today. He promised. I call back again, same thing now shes not answering his calls or texts! Is their a media team that someone knows about or an attorney who can maybe help me with this? Any help would be greatly appreciated!

  

  Business Response

  Date: 03/30/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. The consumer has a pickup scheduled for 4/1/23, is this date does not work they may contact customer service to reschedule;we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/28/2023

  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.

  On 8 02 2021, my daughter and I went to Ashley furniture in ********. I purchased a couch for $1304.97. . Despite the fact we were on the list no delivery was made. An attempted delivery was made three weeks later but the men said it wouldnt fit through our door. We remeasured and returned to the store as no one would take our calls. I was put on hold for five hours . Finally we spoke to a manager and a couch was successfully delivered two weeks later. However we found out that we were given a defective couch. Their repair man said that our couch was not reparable. . It was removed two weeks later . We had to go to the ******** store again because they would not give us a cash refund. They offered us **** dollars credit. I picked out a chair and a table. The chair was shown to me by *** the floor manager . It was a low leg power recliner. I was promised that it would be fixed for us and tried to set up a delivery for the chair and a lift top coffee table. Months passed and finally *** said that no one came to fix the chair so we waited til one day she said it can be delivered. Then I paid for delivery the guy put it in my living room. I sad in it and tried the mechanism one time . Then when I got out of it the chair lunged forward and collapsed.The last person came out last week when evenwith the new part I have arthritis in my hands and cannot make the chair function as they put the button between However I got an email from a ******* who said no exchange or refund is possible.Ive had way less problems purchasing a home. I learned not to pay cash for anything . ********please help me get justice and money back or credit. Sincerely ,******************************

  

  Business Response

  Date: 04/06/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We are working with them to resolve this issue; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/27/2023

  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.

  I went into store 2/19/2023 and purchased a entertainment center. It was delivered in 3/15/2023. I was not home but my 18yr old was. They left an cracked broken piece ( huge piece) and the drawers were put in backwards. I called Ashley the next day and spoke with the ********************* , who was EXTREMELY rude and couldnt care less. After numerous calls trying to get help a tech was sent out to my house to take Pictures and fix the drawers that were installed incorrectly. He was very apologetic and humiliated that they left a piece like that in that condition. I was told theyd replace the piece and possibly get my delivery fee waived. When I called to confirm what I owed and if I was getting another piece Tung told me I accepted the piece and I was pretty much stuck with it and he hung up. Ive continued to call and I get no resolution, its a shame that managers no longer care about customer service.

  

  Business Response

  Date: 03/30/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. An even exchange has been scheduled for pick-up and delivery on 04-12-23. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:03/26/2023

  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.

  We ordered a bed and were sold a box spring when the bedframe didn't allow for one. After being told that we would not be issued a refund by Ashley Furniture's "concern" department, we filed a complaint with the BBB and accepted the arbitration resolution that a refund would be issued. The box spring was picked up on Saturday, March 4th. We were told that it would take five business days for our refund to be issued after the bed was picked up. I contacted Ashley again yesterday, March 13th, as no refund was issued. They said that would need to escalate to the "concern" department and I would get a response in 24 hours. I contacted them again today and still no refund. I have been told that they can see that no refund has been issued, but they can't issue one. I do not understand how a place of business, who routinely sells goods, cannot process a refund when one is owed to a customer. I am concerned that this was a way to get rid of the complaint but that no refund was ever planned to be issued. The refund "order" is ************, and the concern case is ********. I just want the refund that is owed to us and that was agreed upon by this arbitration process.

  Customer Answer

  Date: 03/22/2023

  Hello,

  I am attaching the "invoice" for the refund here.  The order was purchased online so there is no address associated with the order (other than ours).

  Thank you!

  ******

  

  Business Response

  Date: 03/27/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers as concerns, we reached out to Online sales management.The consumers refund was issued on 3/21/23 back to MasterCard ****; it may take **** business days to reflect on accounts.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:03/25/2023

  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.

  I purchased a mattress through Ashley furniture. Once I received it I was not happy with the quality. It was not the same as when I tried it in the store. It sunk in. So I called the store and ****** opened a case the day after the delivery within the 72 hour window allotted for a refund. No one reached out through email so I called the coporate where honey the agent listened to my complaint and told me that I would receive a n email stating when the mattress would be picked up. Then I would receive a full refund to my account in 24 to 48 hours after pickup. I later talked to ***** at the store who told me that they would not do that they would send a technician out and if deemed defective then they would give me another mattress exactly the same. I called and the second customer service agent verified what ge said and told me what ***** said was wrong and it was in the terms and conditions. Which by the way were never explained to me when I purchased the item. So I had a technician come out. He found that my boxspring was not set up right so he put it right. I then tried the mattress again and still was not satisfied because it was not the same as it was in the store. So I talked to ***** at the store right before the technician came out. He said to wait for the technician to come out but it may be possible to upgrade to another mattress instead of keeping this one. I called the next day and he said he could no longer assist me because I had already talked to ***** the manager and to call him on Saturday to ask him. So I called him and he said no I can't do an upgrade because it is the same as returning it. So during the time span no one reached out to me I had to contact them and now I have purchased anew mattress because this matter took a long time and I'm still stuck with this mattress.

  

  Business Response

  Date: 03/29/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. Per the terms and conditions, there are no returns on bedding. Based on the technicians notes; the mattress is not defective; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 04/03/2023

  I was not informed of the return policy by anyone in the store. I was also told by more than one ashley furniture customer service agent that I would receive a full refund of the mattress. If this information was wrong the company should stand  by what they said and give the full refund. Not later tell the customer it is not possible after the fact. 

  

  Business Response

  Date: 04/06/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We do not offer a comfort guarantee or returns on bedding, per the terms and conditions. The mattress is not defective; we will not be able to approve a return.  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The fact that I was told I would be able to return the product more than once should not be excused. I believe that the store falsely advertised the product I received and it was not the same as when I tried it in the store. Regardless of the terms of conditions which were not specified upon purchase, I believe that because I was told that I  was able to return it you guys should be able to do it. If not a return, store credit I would settle for.  I have a matress that I cannot use so I'd like the refund. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 04/13/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We are working with them to resolve this issue. Per terms and conditions, there are no returns on bedding; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

  what are you guys trying to do to resolve this issue? Unless your offering a refund and or store credit for the item then the issue will not be resolved. I was told several different things one being I would get a refund. I would like the company to review the conversations between me and the coporate line. Where I was told more than once I would receive a refund.  
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 04/20/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. Per terms and conditions, there are no returns on bedding. We will be able to schedule a technician to assess the mattress and based on the technicians findings during the visit, they will determine how to further proceed with a resolution.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have had a technician out already and although he did not deem it defective.  He explained I should note that the item was not to my standards and what was being displayed in store. I was not aware of your no refund on bedding it was not made known. Also the product itself was not the same quality as in the store. Regardless of the terms and conditions I would like a refund based on this horrible experience I have had with this company.  
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 04/26/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We will not be able to approve a return/refund per our terms and conditions. The technician reports have deemed the mattress not defective. We apologize for their experience and inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not approve of this. I'm not satisfied with your guys responses. I will be sure to let everyone know not to shop with you guys. Your customers should come first and nothing has been done to reach an agreement.  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/22/2023

  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.

  On February 19, 2023 I went into Ashleys Furniture to purchase a mattress. I was looking at two and decided to go with the ***** mattress once the sales associate informed me that the other one was a Medium Firm mattress. Due to a medical condition I can not have any type of firm mattress due to the excessive pain that it causes me. The day of delivery I noticed that it was not the one that I requested. The gentleman stated to me that that is what was on the order and he did not allow me to refuse the delivery due to the fact that he said he had already took it out of the wrapping in the back of his truck. He stated to me that, that was on his work order and that I had to take it up with the store. I went into the store and explain the situation to the manager on duty. He told me that he would submit an order to corporate, but that they do not do any returns or exchanges on mattresses , I again explain to him that it is not the one that I requested from the sales associate. He then dismissed me as I was speaking to him and walked away. When I return to my vehicle I called corporate immediately and they informed me that the store will have to correct it because it was out of their hands since it was an error made by the sales rep. I called back to the store to speak to a manager And the manager told me that I was stuck with that mattress that they will not correct the purchase order, they will not exchange it nor will they give me a refund and that I will be fully responsible for the payment of the mattress. As I was speaking to him , I was hung up on. I would like to receive the plush mattress or a full refund as I have been sleeping on my couch for the past 30 days. They provided excellent service during the sale of the mattress. However, once the sale was closed, they have been completely rude to me. The cost of the purchase was a little over $2,300.00.

  

  Business Response

  Date: 03/28/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the return/re-selection was denied per the manager; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB