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

  22705 Savi Ranch Pkwy Yorba Linda, CA 92887-4604

  
• 

  Ashley Furniture HomeStore

  26520 Carl Boyer Dr Santa Clarita, CA 91350-5806

  
• 

  Ashley Furniture HomeStore Stoneledge

  1721 E Ventura Blvd Oxnard, CA 93036-1815

  
• 

  Ashley Furniture Homestore

  855 Ashley Way Colton, CA 92324-4018

  

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:03/21/2023

  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 my bed 4-26-22. The bed frame broke so i contacted Ashley Furniture about the defective bed. They sent a tech to inspect the bed from. I didn't hear nothing from them so I contacted Ashley Furniture again. they had no record of the first tech that check the bed frame so they send a second one. the second tech deemed the bed broken from ware and tear. we had the bed for less then a year. I called corp and they forwarded me back to ****** furniture store. I was then offered 20% off for the damage bed. I told them I don't want money I would like to get a new bed that's not defectives. this has been an on going issue. I just want a new bed frame. I spent $1700 on Ashley Furniture Credit and still making payments.I believe the people that installed the bed did a terrible job and I'm paying for it. The warranty that we paid for won't cover because the company that cover the warranty said the damage is a manufacture defect. Im coming up on a year and running out of time.

  

  Business Response

  Date: 03/28/2023

  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. On 02-03-23 we sent a technician to inspect the items and he reported that the damages were due to consumer use. We sent a second opinion tech on 03-03-23 and he reported the smae thing, customer use.
  
  Due to this we wouldn't be able to approve an reselection or pickup.
  
  The consumer did purchase an extended warranty through GBS/Protectall and would have to file a claim with them.
  
  We have attached both technician reports for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/29/2023

  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 stated that the product was not assembled correctly and I feel like Ashley furniture is forcing me to use my warranty for their faulty action. Plus when I called the *************** they stated that it wasn't their job to replace faulty merchandise only broken. Neither companies want to take responsibility for the action. I'm being pass back and forth between Ashley furniture and warranty company.This bed frame hasn't been in my possession that long for that much wear and tear. I'm being left with  defective merchandise. I don't monetary compensation. I want the item replaced and different model.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/31/2023

  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. On 02-03-23 we sent a technician to inspect the items and he reported that the damages were due to consumer use. We sent a second opinion tech on 03-03-23 and he reported the smae thing, customer use.
  
  Due to this we wouldn't be able to approve an reselection or pickup.
  
  The consumer did purchase an extended warranty through GBS/Protectall and would have to file a claim with them.
  
  We have attached both technician reports for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 04/01/2023

  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.
  
  ****** Furniture is just repeating the same thing. We did nothing to break the bed. my wife weighs 160 and i Weight 220. when the frame broke we where just crawling to get on the bed. we didn't hop or jump on the bed. it just just gave way. there is no signs of force. your investigator only favors your company. you know that we have a extended warranty so you're encouraging us to cash that in. the bed was faulty. when i called corp. i was offered 20 percent off the price  of the broken bed. we didn't cause the bed to break. I understand you can decide what you want because you're the big company and I'm the small consumer. this bed was faulty and it shouldn't had broken the way it did. call it a defect or just bad assembly your workers did but this bed frame is faulty and now broken. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/21/2023

  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.

  Order placed at store location: 11/13/22 Order delivered: 11/17/22 Submitted claim: 11/25/22 Claim # was provided: Claim #******* issued on 12/7/22 12/21/22 Technician visit: Attempted repairs on chairs and table. Technician stated he was not able to repair the dining table (item #D388-425 - $582.00), since the defects were made at the factory. He stated he would submit a request for a replacement table.FU calls made: 1/7/23 11:38 AM I was informed technician recommendations are still under review and to call back in a few days.1/10/23 1:39 PM I was told again my claim is still under review for a replacement table.2/3/23 11:46 AM ***** stated claim is still under review. She said the technician noted for a replacement table. She said I should be receiving an email with a date for replacement/exchange.3/21/23 12:19 PM, ****** also confirmed technician submitted request for a replacement table. He then informed me the store denied the request for a replacement. ****** submitted request for a technician to come out for a second review. Date set for 3/23/23.

  

  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 Homestore management.Per the technicians notes, the blemishes on the table are not damages but natural characteristics in the wood and factory repairs. We will not be able to approve the consumers request for a replacement however, we can offer the consumer compensation;we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/27/2023

  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.
  
  

  Good morning *****,

  
  

  I received an error message when attempting to Reject the Business's offer. I have attached the error message.

  
  

  Also, I wanted to add that Ashley Furniture sent out another technician on March 23, 2023, for a second review. The technician stated the table is defective and that he would be submitting for a new replacement. 

  
  

  Question, when the business offered compensation, what is that amount? Would that be a full credit for the amount I paid for the table?

  
  

  
  

  
  

  Thank you,

  *************************

  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/29/2023

  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. Both technicians noted that the table is not damaged or defective. We will be able to offer $90 compensation that would be going back to the original form of payment.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/29/2023

  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 would like to return the table. When I called to submit the complaint I was told not to return the table and that a Technician would fix or a request replacement. I was told both times by the technician that the table is defective and not repairable. The 3 1/2" scratch with the gloss covering it that doesn't even match the table coloring is horrible. In addition, the made up knot on the table to cover up the other defect is an eyesore. 

  Please let me know where to return the table.

  Regards,
  
  *************************

  Customer Answer

  Date: 03/30/2023

  Are you able to add if Ashley can hire a third party to also assess the table? Its just so odd that both times the Ashley technician mentioned he was going to request a replacement. The second time he took longer to make sure he took better photos as well. 

  
  

  

  Business Response

  Date: 03/30/2023

  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 will not be able to hire a 3rd party technician to assess the table. The technicians requested a replacement on behalf of the consumer, however, were denied due to their findings. We can offer the consumer $120 compensation for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/30/2023

  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.
  
  Good morning,

  It is very upsetting to hear that the your company is denying the request to replace the table even after the technicians could not repair the defects and requested a replacement both times. In order to close this case, can you please compensate us back $200.00. Again, this is so very upsetting since that scratch and fake knot is a defect.

  Regards,
  
  *************************

  

  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. We apologize for the inconvenience; the most we can offer the consumer is $120.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 03/30/2023

  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 would like to return the product for a full refund. Please tell me when to return to the ********** location for a full refund. 
  
  Regards,
  
  *************************

  Customer Answer

  Date: 03/30/2023

  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 never received a reply when to return the table. I followed their actions on reporting defect and even with the technician requesting a replacement I should get a full refund. Their return policy on their website is incorrect. 

  
  

  
  Regards,
  
  *************************

  Customer Answer

  Date: 03/31/2023

  We have decided to just take the $120 they are offering. We found someone who will redo the top with the money they are offering. 

  
  

  

  Business Response

  Date: 04/03/2023

  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 processed the compensation to the consumers Synchrony account, once it has been issued a receipt will be sent to the consumer.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/06/2023

  [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:03/16/2023

  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.

  Ashley Furniture Home Store-**********, *****************. Paid $2524.00 Purchased a furniture set as well as a protection plan from the location. It has been 6 months since purchasing the item and the couch is now ripping at the seams. I called the protection plan and they stated they do not cover seams ripping and to call the store. Upon calling Ashley Furniture they opened a claim for me then responded that the item isn't covered in the warranty because it was sold as an as is item. I expressed that I was never told that it was an as is item and the lady I spoke with said that it was listed in my final paperwork. I was sold a protection plan for $320 and she stated that it doesn't cover if the couch starts ripping apart, it only covers if I accidentally do something to the couch. I was never told couch was used or defective and it wasn't displayed as such. I also wouldn't have purchased a protection plan on an as is couch. I told the sales person that this was deceptive sales and all she stated that she could do is speak with the sales people and let them know to ensure they tell customers going forward. So I'm basically out of luck with a couch I've only had for 6 months.

  

  Business Response

  Date: 03/23/2023

  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. This order was Customer Pick Up Store, and per the terms and conditions found on the consumer's invoice:
  
  Your signature on the delivery receipt acknowledges that you have received and inspected all of your merchandise in good condition. We cannot be responsible for any damage to your merchandise after it has left our premises.
  
  Due to the delivery method being Customer Pick Up, we cannot assist further.
  
  We have attached the consumer's invoice and signed delivery receipt for the consumer's records.
  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:03/15/2023

  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.

  We have been doing business with Ashley for over 20 years. On 2/19/2020 we purchased a cocktail table and two matching end tables for $720. (Also a sofa and loveseat, total invoice $2,517.71) The salesman sold us the 5 year extended warranty protection at $289.99, telling us IT COVERS EVERYTHING on these pieces for 5 years, no matter what the reason for the damage.Over the last couple of months the laminate around the edges of the cocktail table began peeling off. I called the warranty company and told them what was happening to the table. She proceeded to tell me that it wasnt covered because you have to notify them within 30 days of the damage occurring AND it only covers ONE AREA OF DAMAGE ON THE ***** OF FURNITURE! I asked to speak to a supervisor and got the same answer.I then called the Ashleys store and the manager said they couldnt help me, it has to be the warranty company to make any exception. The warranty company wasnt budging.So much for the 5 year warranty covering any damage no matter what as we were told by the Ashley salesman who sold us the furniture and the policy.

  

  Business Response

  Date: 03/21/2023

  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. Per GBSs terms and conditions, Damage to covered Furniture must be reported within thirty (30) days of discovery, we have attached a copy of the terms and conditions.We will not be able to assist; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/21/2023

  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 Ashleys salesperson mentioned NOTHING about notifying them within 30 days and we received nothing stating as such when we purchased these tables and the salesperson sold us the 5 Year warranty which he stated covered everything no matter what for 5 years !!!

  We need this table replaced or a refund for the full price of the coffee table !!!
  
  Regards,
  
  *******************

  

  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 Homestore management. We have attached the Furniture Protection Plans' terms and conditions. We will not be able to assist; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/27/2023

  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 Ashleys salesperson mentioned NOTHING about notifying them within 30 days and they will only cover on area of damage !  We received nothing stating as such when we purchased these tables and the salesperson sold us the 5 Year warranty which he stated covered everything no matter what for 5 years no strings attached !!!

  NONE of the information they are sending you now was provided to us when we purchased the 5 year warranty and the tables at their store.

  We need this table replaced or a refund for the full price of the coffee table !!!

  We are prepared to file against them in Small Claims Court. 

  
  Regards,
  
  *******************

  

  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 the Furniture Protection Plan. The consumer will need to reach out to GBS for further assistance; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 03/28/2023

  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 

   

  The warranty company was non responsive to us. They said Ashley furniture would be the one we would have to go to for a resolution. Now Ashleys is sending us back to the warranty company! The is a total runaround and scam !!!
  

  We need this resolved and Ashleys needs to tell their warranty company to make this right as we have requested.

  We received NONE OF THIS INFORMATION WHEN WE PURCHASED THE WARRANTY AND THE ***** !!!

  Again the Ashleys sales person told us that any damage would be covered for 5 years, no questions asked !!!

  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/30/2023

  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. Information regarding the Furniture Protection Plan can be found on both the Ashley website and their website (*************************). We will not be able to assist as the manufacturer's warranty expired on 2/19/21; we apologize for the inconvenience and for any misinformation that *** have been presented during the sale.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/30/2023

  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 warranty HAS NOT EXPIRED.
  As I previously stated we purchased the 5 year extended warranty. We still have 2 years on it !

  Again, we are requesting a replacement table or full refund of the table purchase price. 

   

   

   
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/03/2023

  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. The 1-year manufacturer warranty expired on 2/19/21. The consumer does have the extended warranty, however, due to the damage not being reported within 30 days of discovery, the claim was denied; please review GBSs terms and conditions. We will not be able to assist and apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/03/2023

  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.
  
  ASHELYS IS IGNORING THE **** THEIR SALES PERSON MISLEAD US IN SELLING US THE EXTENDED 5 YEAR WARRANTY NOT TELLING US ABOUT THE 30 DAYS OR ************* OF DAMAGE OR PROVIDING ANY DOCUMENTATION TO US STATING AS SUCH WHEN WE PURCHASED THE TABLES AND THE EXTENDED WARRANTY !!!

  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/04/2023

  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. Due to the sale being in 2020, we cannot determine that the sales associate did not provide Extended warranty information. The plan's terms and conditions can be found on both the Ashley website and GBSs website. We cannot further assist; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/04/2023

  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.
  
  We are telling you they DID NOT provide it to us. 
  As a good faith gesture on our part, we will accept an Ashleys gift card for the purchase price of the cocktail table in lieu of a replacement or cash refund.

   

  
  Regards,
  
  *******************

  

  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 will not be able to offer the consumer a refund or gift card. The order is from 2020 and we are not able to confirm if the consumer was not given the Furniture Protection Plan information. The consumer has the ability to review GBSs terms and conditions on both the Ashley Furniture website and their website (*************************). The consumer may cancel the extended warranty and receive a prorated refund of $289.99. At this time, we cannot further assist, and apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/06/2023

  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.

  
  We need to continue the extended 5 year warranty coverage for our couch and love seat, but will accept a refund for the table warranty portion of the 5 year extended warranty.

  
  [Please type your response here.]
  
  Regards,
  
  *******************

  Customer Answer

  Date: 04/06/2023

  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.

  
  We need to continue the extended 5 year warranty coverage for our couch and love seat, but will accept a refund for the table warranty portion of the 5 year extended warranty.

  
  [Please type your response here.]
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/10/2023

  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 needs to reach out to the extended warranty ***************) to cancel the *** on the tables and keep the *** on the sofa and loveseat. Once they provide the claim number we will be able to issue a pro-rated refund.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/10/2023

  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 confirm that store management has already received approval from the warranty company and that it is noted as stated above in our file with them so they are on board and we dont receive push back from them on this agreement.

  When this is confirmed I will agree to this settlement.

  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/10/2023

  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 will need to reach out to the extended warranty and cancel the protection on the tables if they are seeking compensation/refund. Once this is done, and the consumer is given a claim number from GBS, we will reach out to the Furniture Protection plan for the pro-rated refund amount and issue a refund to the original form of payment.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/11/2023

  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.]

  we need to keep the 5 year protection on the sofa and love  seat, only cancel and prorate the refund only on the tables.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/11/2023

  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 needs to reach out to the Extended warranty ***************) to cancel the *** on the tables.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/11/2023

  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 warranty company says that cant cancel only the table portion!

  HELP !!!

   

  [Please type your response here.]
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/16/2023

  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 the Furniture Protection Plan. We are working with them regarding this issue. Please be advised that the *** is a third-party company.The consumer may review terms and agreements for further plan details.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  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.
  
  Should the consumer be reaching out to the *** on their own, or will someone be contacting them? Is there something specific they should be reading?

   
  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 the Furniture Protection Plan. We are still working with them to resolve this issue; we apologize for the delay.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/20/2023

  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 consumer will wait to hear from you. 

   
  Regards,
  
  *******************

  

  Business Response

  Date: 04/26/2023

  Thank you for contacting Ashley Furniture Industries, Inc.
  We appreciate that you have notified us regarding the consumer’s 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 consumer’s concerns,
  we reached out to the Furniture Protection Plan. We are working with them to
  resolve this issue; we apologize for the delay.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/14/2023

  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 July 3rd, 2022 I purchased a couch and a bench from the Rohert Park CA facility. At the time I offered to pay in cash but the sales associate advise if I financed I would get a $100 gift card. So I financed the purchase.The couch was delivered in August 2022. The bench was on back-order, I called ever other month and asked when the bench would come in. In Oct 2022 I spoke to *** the store manager who advise me to hold tight the bench would come in soon.3/14/22 I called again when my last email was dated 12/1/22 say my bench is on the way. To be advised by ******** that the bench was canceled because my financing that I was talked into by the store did not get re-authorized. I did not get a call, email or letter stating such nor requesting me to come in. The bench is discontinued and not available. I was duped into taking out a line of credit, and had I paid in cash and not given a gift card, I probably would have my bench. On a personal note *** the store manager told me he was too busy to remember me today and ******** got hostile to the point I had to ask her to please not give me that tone.

  

  Business Response

  Date: 03/16/2023

  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 were advised that the same was voided because the authorization was expired. They were not able to get ahold of the consumer and the sale had been canceled per operations. The manager apologized to the consumer for the inconvenience and asked the consumer to go in-store to pick something else which they declined for now.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:03/11/2023

  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.

  I purchase 4 bar stools, paid delivery with assembly by store technicians. Once delivered technician assembled all four stools, within a week of use all four stools were unstable and falling apart. I contact Ashley Furniture for a refund, they said NO since I had the stools over 7 days. I contacted Ashleys Credit Card which open my claim and closed it after Ashley Furniture claim to deliver a perfect product, I never received a closing statement from Ashley Furniture stating why they closed my case. I contacted the store directly a 2nd time, technician came to my home and witnessed a product that was defective and put in the request to refund fully, I never heard back from Ashleys. I contacted Ashleys Credit Card to file a 2nd complaint over the same issue, case was reopened and still NO resolution. Very disappointed with product and service from Ashley Furniture!

  

  Business Response

  Date: 03/17/2023

  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 HomeStore management. We are currently working with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:03/09/2023

  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.

  We bought a bed with tempurpedic mattress along with a recliner. They were delivered on 3/4/2023. The following day we went to the store and told them we needed to cancel the order and have them come and pick the furniture up because of several things. They made a claim #******** Recliner: was power but has to stay plugged in. Does not have a power pack. We were never told that. We cannot use it without the cord stretching across the carpet. There is no place in the living room where it will fit next to a plug.Bed with tempurpedic mattress. Is a lot taller that we saw at the store. I am 48 and have to climb up to get on the mattress. I have a history of Addisons disease and it causes all over body pain. Which is the reason for the new bed,, however, the same bed at the store was not tall like this.When the pieces were delivered, we got no help with the items. We had no idea how to work the controls. There were no manuals or paperwork whatsoever. The delivery guys simply put it together and left. I tried calling the number for but the person answering was in another country. She did not speak English very well and it was hard to hear her over the crowing rooster. She said i had to go to the store in ********** where we bought it.We were told we would hear from them within 72 hours. No word from them at all. And now on the 9th we went to the store and they said our claim was declined. They would not take the chair and bed back even though the policy says you have 72 hours. The bill is over $5000 for something we cannot use. We need them to take these back.

  Customer Answer

  Date: 03/13/2023

  Info only: we received a call from Ashley Furniture saying we will be getting a call from someone to set up a pickup of the recliner. He said they are not allowed to take the mattress back, health regulation (??). They will pick up the frame , footboard , and side rails. And he said they would adjust the electronic part below the mattress so that I can get in without climbing up. We wait now for a date for this.

  

  Business Response

  Date: 03/16/2023

  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. They have advised that they have contacted the consumer and scheduled a pickup of the bed frame and recliner on 03-21-23 and will be sending a tech out to adjust the height of the base.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/22/2023

  [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. 

  I am happy at this point. We will be waiting to see what credits we are given as they would not take the Tempurpedic mattress and base. 

  
  

  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:03/08/2023

  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.

  Date of transcation: 7/17/22. Amount paid to business: Almost $16,000. When purchasing two Tempur-pedic mattress, two power bases, and two mattress protectors from Ashley Furniture at **********************************************************, we were told by our sales representative ********************* and her manager ***** that they offered a 90 day comfort guarantee and if for any reason we weren't happy with the mattresses after 30 days we could exchange it for something else. We were also promised a gift card that we would receive a few weeks after the purchase which was supposed to be 10% of the subtotal plus $200, totaling $1,595 back on the gift card. Despite following up with store manager *********************** and *************************** through text and email for months, we still have yet to receive the gift card, which is the primary concern of this complaint and what we are looking to have resolved. I do feel it's also important to mention though, that we went into the store 2 weeks after the purchase to express that we were not content with the mattress and would like to exchange, and were instructed to return after 30 days when they could process the exchange through the comfort guarantee. We returned again after the 30 days to which *********************** disclosed that they do not honor that anymore, despite it being confirmed by both our sales rep and the manager ***** the day we purchased. ****** actually pulled me to the side that day and said the only way I could have that honored is if I fill at Better Business complaint, which I truly did not want to do, but after trying almost 8 months with no success, I have no other option but to file this complaint in hopes of at least getting the gift card that was promised to us so long ago now. ****** assured me through email and text multiple times that they were working on this, but we have been more than patient and this is unacceptable. I have attached examples of text and email exchanges, but most conversation happened the multiple times I went in store.

  

  Business Response

  Date: 03/16/2023

  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 are working with them to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:03/08/2023

  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.

  2/25-Purchased brand new couches from the Ashley store on Rosedale in ***********, ********** 3/2-delivered 3/3- called to report two pieces were used and not new and I wanted them replaced as I paid for new sectional, told I was in my 48 hr window and they would send an even exchange for those piece and replace the armless chair which was damaged also.3/8-Ashley customer service emails me that they are only sending a technician out saying our professional furniture technicians can bring this product back up to manufacturing standards I called immediately as I was told they were doing an even exchange since these were used pieces. They then said they have to have a technician come out on Saturday 311 to verify even though I sent very detailed photos in which you can clearly see that these pieces are used and damaged and not what I ordered.I want these defective items exchanged for NEW pieces as that is what I paid for not some used returned items laying around their warehouse

  

  Business Response

  Date: 03/09/2023

  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 03-15-23. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/20/2023

  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.
  
  

  There was supposed to be a delivery last Wednesday but they called and told me they cannot find the left facing recliner and they needed to call me back once they find one..

  
  

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/08/2023

  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.

  In Jan 2022, I purchased $5796.48 worth of recliners from Ashleys. These recliners had adjustable headrest, heated seats, and massagers. When I was looking around the store, I specifically asked the salesman if I purchased the recliners at this location (********, **), could the furniture be delivered to my home in **********. I told him we were relocating from ** to ********** in Feb and it would be easier to just have it delivered to **********. He stated that they couldn't deliver to the ********** area but If I take them in the. moving truck with us he can give us a good deal. Fast forward to early Jan 2023, the massager on the recliner stopped working properly and the rollers from the massager poke out of the back rest when you are not using the massager. Anytime you sit in the recliner you have these uncomfortable rollers sticking you in the back. I called the warranty protection plan and they stated that since its been under a year that I have to contact Ashleys. I contacted Ashleys and they sent a tech out who placed an order for the replacement parts and told me it would take **** days to get the parts shipped to my home. 5 weeks later, I have no parts and I contact the ******** store and ask them what is going on. They tried to reach out to escalation multiple times and couldn't get any response. About a week later I get a text message about a delivery. I called Ashleys and they said they were going to pick up the old recliner and deliver a replacement recliner to my address in ***********. I said I no longer live at the *********** address and that they needed to send the replacement to my home in **********. They said they couldn't do that because it voids the warranty. So you telling me that none of your customers can ever move within that year because of some "policy". Why didn't your salesman tell me that before I purchased the recliner. He knew darn well that I was moving but was so desperate for commission he neglected to tell me this. Side note, your tech told me that he see's this to be a common problem with these recliners. So is Ashley knowing selling defective products? A $1700 dollar recliner should not break down on me 11 months after buying it. Ashley Furniture needs to make this right. Resolution: Pick up defective item and Refund $1727.48 + tax + a portion of the 5 yr protection plan since 1 of the recliners is defective and being returned.

  

  Business Response

  Date: 03/14/2023

  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. Per the signed terms and conditions; Limited Warranties: Products manufactured by Ashley Furniture *********** **** are covered by Ashley Furniture ***************s Limited Warranty. For products manufactured by Ashley Furniture *********** ****, this Limited Warranty will be attached to the product you purchased and, upon request, delivered to you at the time of your purchase. If a condition should arise that you feel is covered by this Limited Warranty,please call AFHS ************* at the phone number for your location under the heading *************. Products that are not manufactured by Ashley Furniture *********** **** are only covered by the Limited Warranty of the company manufacturing the product. Please contact these companies directly for warranty service. AFHS does not ***** express or implied warranties with respect to the merchandise or the sale and service of the merchandise. ALL EXPRESS WARRANTIES NOT STATED IN THESE TERMS AND CONDITIONS AND ALL IMPLIED WARRANTIES (WHETHER WRITTEN OR ORAL), INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE SPECIFICALLY DISCLAIMED. AFHS SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,CONSEQUENTIAL, SPECIAL, LOSS OF PROFITS, PUNITIVE, EXEMPLARY OR SIMILAR DAMAGES, WHETHER FORESEEABLE OR NOT AND HOWEVER CAUSED, ARISING DIRECTLY OR INDIRECTLY FROM ANY DEFECT IN GOODS SOLD, SUPPLIED OR FURNISHED TO YOU, FROM THE USE THEREOF, OR FROM YOUR INABILITY TO MAKE USE THEREOF.

  Warranties are null and void if furniture has been moved from original point of delivery to the customer.

  We apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/15/2023

  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 below.
  
  Warranty doesnt state if you move the warranty is voided. You should do better by your customers and not sell defective merchandise to begin with. On top of the that ************* provided me with false information when selling me the merchandise. He knew we were relocating and stated if we took possession of the merchandise and transported ourselves to our new home he would give us a good deal. If moving voids the warranty then why would your employee tell me something different to make a sale off me. That is so wrong on many levels. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 03/16/2023

  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 apologize if there were some miscommunications in the store. As stated in the terms and conditions that the consumer signed; Warranties are null and void if furniture has been moved from the original point of delivery to the customer.
  
  Regards,
  ********************************************* *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/16/2023

  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.
  
  not acceptable
  
  Regards,
  
  *********************