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 has 47 locations, listed below.

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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

  1050 Los Vallecitos Blvd San Marcos, CA 92069-1469

  
• 

  Ashley Furniture Homestore

  855 Ashley Way Colton, CA 92324-4018

  
• 

  Ashley Furniture Homestore

  34740 Monterey Ave Palm Desert, CA 92211-6011

  

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:03/01/2023

  Type:Billing 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 made a purchase in Ashley Furniture Store in ****** in May, 2022. We made a one year payment without interest with a $100 cash card. We have never received the $100 gas card. We would like our Ashley Furniture Store credit card account given a $100 credit.

  

  Business Response

  Date: 03/08/2023

  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 store will be refunding the consumer $100 due to not receiving their Elite Rewards; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/08/2023

  [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:02/28/2023

  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.

  Purchased a dining room table and eight dining chairs, along with a sectional on 2/18/23. The manager pushed us to pay for assembly because he stated the chairs came disassembled. All chairs were assembled upon delivery and not wrapped in protection either. So he lied which was very shady. Our total came out to 4,041.30.Our things were delivered 2/21/23 at 8:30 am. The table came wrapped in a quilt and not in packaging that would indicate it being brand new, it was dinged, corner bent, scratched and looked to be used. A chair has a chunk out of the leg. I asked for the delivery drivers names for my record and they refused to give me their names. Which again felt so shady. By 1pm 2/21/23 (same day) we filed a claim to get a replacement and asked for a brand new table because we were not given a brand new table. They have been dragging their feet for a week now telling us a replacement was approved and wait to get a call back. Today 2/28/23 they switched up and said they are trying to have a tech come out and make it to manufacturers standards in their words. We said no absolutely not. They put in their notes we are refusing to have a tech fix it but it shouldnt need to be fixed if it was delivered like that. We have photos with time stamps for proof of everything. We are now wanting a full return made and all money back for the table and 8 chairs. They said we were supposed to do a return claim within 48 hrs of delivery but thats convenient for them because they were telling us we would get a replacement and kept stringing us along until the allotted time was up. We are just wanting a full refund back on the 8 chairs, dining table, the assembly fee and the protection plan. Table was 645.99$, 8 chairs 988$, assembly fee was 199.99$ and the protection plan was ****** for couch table and chairs. We want however much we are owed for the chairs and table. Shady employees, shady business, trying to take advantage of people!

  

  Business Response

  Date: 03/01/2023

  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 reached out to the consumer via email; it may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:02/28/2023

  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 08/29/2021 I made a purchase of 4 pieces of furniture for a total $1,749.31 of at Ashley HomeStore in ********** (**** *******************. **********, ** *****). I received the furniture on 12/02/2021. Of the pieces, A4000308 Accent Cabinet was defective and could not be assembled properly. The door hinges did not align and the doors could not close properly. I contacted Ashley's online customer service on 12/06/2021 and sent pictures of the furniture. Following that, Ashley sent field technician several times and sent numerous parts but have not been able to fix the defective product.In Dec 2022, I once again contacted them to fix the problematic furniture, they claimed the product has gone out of the 1-year manufacturer's warranty and referred me to the protection plan. I contacted the protection plan who said they do not cover products that are defective to begin with.I have since Dec 2022 contacted both the corporate customer service and the store for more than 10 times. I was always promised a call back but never received anything. Ashley needs to replace or remove this piece of junk that has been sitting in my living room for more than a year. It is an eyesore and the amount of time and I have not even accounted for the energy they have made me spent trying to resolve this issue. I request someone from the company contact me immediately and pay for the physical and emotional burden they have caused.My case number with ****** is ********.

  

  Business Response

  Date: 02/28/2023

  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 11-03-22 we sent a tech who reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  The consumer is outside the one year manufacturer warranty.
  
  However, we have scheduled a courtesy tech to inspect the item. The tech is scheduled for Thursday 03-02-23. Based on the courtesy tech's findings, we will determine how to proceed with this claim.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 02/28/2023

  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 below.
  
  I have complained several times in my calls to your company that the technician made FALSE claim that the damage was caused by customer use. As indicated on my record, I contacted your company within 7 days of receiving the product describing the defect. You failed to fix the defect on more than 3 visits and left me with a defective product sitting in my living room for more than a year which I have not used even a single day.

  I have informed your company that I would like to file a complaint against the technician for not only failing to fix the issue but claiming that I broke the product. Please replace the defective product sitting in my living room with a functioning one, and DO NOT send more incapable technicians to try and fix it. I have 6 sets of hinges and 4 doors sitting here and they have failed to fix. You have spent way more money sending them out and making me go in circles when you can simply send me a replacement and replace the piece of junk.

  I repeat: DO NOT SEND MORE TECHNICIANS!!!! THEY ARE INCAPABLE TO FIX THIS DEFECTIVE PIECE OF JUNK YOU SENT IN THE FIRST PLACE. PLEASE REPLACE THE CURRENT ONE WITH WHITE GLOVE DELIVERY TO MAKE SURE IT FUNCTIONS CORRECTLY AND REMOVE THE DEFECTIVE ONE FROM MY LIVING ROOM.

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

  

  Business Response

  Date: 02/28/2023

  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. Per the consumer's request we have cancelled the courtesy tech scheduled for 03-02-23, and will have to proceed with the previous techs findings.
  
  On 11-03-22 we sent a tech who reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  Due to this, we cannot assist further. The consumer does have an extended warranty with GBS and would have to contact them, as they are outside their 1 year warranty.
  
  If the consumer does wish to reschedule the courtesy tech they can contact HomeStore ************** and we can proceed after the courtesy tech submits their findings.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 02/28/2023

  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 below.
  

  Again, I would like you to clarify in your records that I have not one day used the product and therefore cannot have damaged it due to use. Please check the attached photo of what the cabinet currently looks like to see if it is up to your standards. :)

  Please stop wasting our time. :)

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

  

  Business Response

  Date: 03/02/2023

  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. Per the consumer's request we have cancelled the courtesy tech scheduled for 03-02-23, and will have to proceed with the previous techs findings.
  
  On 11-03-22 we sent a tech who reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  Due to this, we cannot assist further. The consumer does have an extended warranty with GBS and would have to contact them, as they are outside their 1 year warranty.
  
  If the consumer does wish to reschedule the courtesy tech they can contact HomeStore ************** and we can proceed after the courtesy tech submits their findings.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD
  
  
  

  Customer Answer

  Date: 03/02/2023

  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.
  
  On 11-03-22 we sent a tech who reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.

  the whole paragraph above is false. I never used the product and therefore cannot break it. And please see the attached picture for your so called standard. IT IS DEFECTIVE! REPLACE THE **** AND REMOVE THE ***** OF JUNK AND EYESORE FROM MY LIVING ROOM.

  i request you come to a resolution in the next response and stop wasting my time.

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

  

  Business Response

  Date: 03/04/2023

  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. Per the consumer's request we have cancelled the courtesy tech scheduled for 03-02-23, and will have to proceed with the previous techs findings.
  
  On 11-03-22 we sent a tech who reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  Due to this, we cannot assist further. The consumer does have an extended warranty with GBS and would have to contact them, as they are outside their 1 year warranty.
  
  If the consumer does wish to reschedule the courtesy tech they can contact HomeStore ************** and we can proceed after the courtesy tech submits their findings.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/06/2023

  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.
  
  Please stop sending me the same reply and resolve the issue as I've requested. The cabinet cost way less than the number of times you have sent techs to see the cabinet. It is defective. They visited 4 times without being able to fix it for 1+ year and now you are telling me the warranty expired. Please replace the item and stop wasting everyone's time and money (including yours).
  
  Regards,
  
  **********************

  

  Business Response

  Date: 03/06/2023

  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. The ********* we sent out on 11-03-22, reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  Due to the 11-03-22 tech stating that damages were due to customer use and the 11-16-22 stating the item is up to manufacturer standards, we cannot assist further, as the consumer is outside their one year manufacturer warranty.
  
  We have offered to send another tech for a third opinion, but the consumer refuses the third opinion visit.
  
  Due to this we cannot assist further, and consider this case closed.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/06/2023

  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.
  
  

  Please reread my requests and understand why your resolutions have been rejected.

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

  

  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. The last tech we sent out on *****-22, reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  Due to the *****-22 tech stating that damages were due to customer use and the 11-16-22 stating the item is up to manufacturer standards, we cannot assist further, as the consumer is outside their one year manufacturer warranty.
  
  We have offered to send another tech for a third opinion, but the consumer refuses the third opinion visit.
  
  Due to the technicians stating that there is no manufacturer defects we cannot assist further, and consider this case closed.
  
  We have attached the tech notes from both ***** and 11-16.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/09/2023

  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 technician made false statements and the report was not reviewed by me. They simply came by and left. He told me he would be ordering more parts and coming back. Please refund and replace.

  You need to stop using the same false excuses and fix the problem you created. This is horrible business practice to leave your customer with a broken piece of ******************** that your incapable, lying technicians can not fix for over a year. Not even to mention the amount of time and emotional stress you have caused me.

  I will be pursuing other actions if you cannot resolve the issue as I have proposed in your next response.

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

  

  Business Response

  Date: 03/09/2023

  Tell us why here...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. The last tech we sent out on *****-22, reported damages were customer use. On 11-16-22 we sent another tech who reported that they have installed new parts and that the item is up to manufacturer standards.
  
  Due to the *****-22 tech stating that damages were due to customer use and the 11-16-22 stating the item is up to manufacturer standards, we cannot assist further, as the consumer is outside their one year manufacturer warranty.
  
  We have attached the tech notes from both ***** and 11-16.
  
  We have offered to send another tech for a third opinion, but the consumer refuses the third opinion visit.
  
  We cannot assist as the tech's are reporting that the damages are due to customer use. The customer is outside their one year warranty. We cannot assist further, unless the consumer would want to schedule a tech for a third opinion. Due to the consumer refusing our offer for a third tech, we consider this case closed and will not be taking any further actions.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/13/2023

  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.

  Ashley, it is irresponsible to deliver a defective product and not replace it. It is slander to claim that I have broken a product with use when the product is not usable.

  BBB, you need to do better than just passing message back and forth. I will be looking into ways for you to actually review, investigate, and respond to cases. Because it is wasting tax dollars for you just be a mail delivery box. :)

   

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

• Initial Complaint

  Date:02/27/2023

  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.

  Puchase date **** 4,2021 Delivery date July 25, 2021 Ashley has a one year warranty Five year warranty purchased from protectall ***************************************************************************** ***** ***** 877 800 **** 2 claims filed since Ashley denied #****** 7/19/2022 #****** 11/3/2022 Bbb filed 2/15/2023 Yesterday I contacted a company to repair got an email stating it is not leather Amount spent witg Ashley was *******

  

  Business Response

  Date: 03/06/2023

  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. Based on the technician's visit on 7/29/22 the damage was deemed consumer use and not a manufacturer defect. The consumers 1-year manufacturer warranty has also expired and was directed to the Furniture protection plan; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:02/26/2023

  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.

  Upon purchasing a table in early Dec 2022, the item was delivered, assembled and broken on site by the company. (We additionally paid extra to have it assembled by the team that damaged it). Although the companies delivery team damaged and broke the table upon delivery we also thankfully purchased a 5 year warranty. The delivery team attempted to hide the damage but, we were able to get photos, get the sales person on the phone and talk to the delivery team at the time of damage. We were then told a new table leg would be ordered and a professional would come out to replace. Its been over 2 months. We have contact the business MULTIPLE times and they continue to drag and not fix the brand new table broken upon arrival. There has never been a good reason for this either. Its unacceptable. We need the new table leg, a partial refund (of the delivery/set up charges) and a ***** talking to the business as a whole. This is not the first time they have had major consumer issues.

  

  Business Response

  Date: 03/06/2023

  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. The parts are expected to ship out by the middle of March. We will be able to offer $50 compensation for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:02/16/2023

  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.

  Called ************ on 02/16/2023 and spoke to a ****. My Claim number is ******. He assisted me then at the end of the call he ask if I still have the 10 page Furniture Protection Plan copy. I answer with no, he stated that my couches were not covered. because the stitching was not covered. I had him email the plan. I have upload an ****** brochure with about 50 less items from the list he emailed me. I'm not sure how the rip or tear, or stitching/damaged happened. I just want my couch fixed. If Ashley can not assist i want my ****** I paid for the Furniture Protection Plan. Please assist and resolve. thank you for your support.

  

  Business Response

  Date: 02/25/2023

  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 HomeStore management. GBS advised that the consumer called to report a seam separation issue that they could not attribute to a single occurrence. GBS advised the consumer that accumulated seam issues are not covered by the protection plan but did provide out of pocket options. The consumer is outside of the 1-year manufacturers warranty,so we cannot assist.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:02/16/2023

  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.

  We ordered a product which should be delivered new condition in box. The store decided to give us a semi-assembled product and it has some missing pieces (legs and hardware that go into legs)We tried to reach out for customer service for the parts and they sent us wrong parts after waiting a week and multiple phone calls. We were disspointed and requested them to return the product and refund our amount as we cannot wait another **** days for them to send hardware again.Ever since I asked for a refund, the customer service agents have ghosted on me. I tried to go in store and could not get them to get me a manager or scheudle a call back. The customer service is not able to process my return and every-time I call they will tell me to wait for a call back and its been more than 2 weeks I believe they are not acting in faith and deliberately avoiding resolution

  

  Business Response

  Date: 02/23/2023

  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 a technician is scheduled for Friday 2/24/23 to install the legs; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:02/13/2023

  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.

  This company took advantage of an entire community following a natural disaster that destroyed the town of paradise in 2018. Following the loss of our homes and community they offered discounts on their furniture and peddled a completely worthless warranty option on us. I have had issues with literally every piece of furniture we purchased from them. Company says it's on the warranty company to fix it, warranty company says they don't cover it and it is Ashley's responsibility. The number they have listed for the store location does not actually go to the store, just to their outsourced customer service team. No one ever calls back when they promise to, I have spent weeks trying to get in touch with the manager of the actual store and it seems my only way to do that is to drive almost 200 miles round trip with two young children. I want to speak to the actual store to give them a chance to make this right. But it is literally impossible. The supposed escalation team does not call back in the advised ***** hours. This company is pathetic.

  Customer Answer

  Date: 02/14/2023

  I'm not sure how ********* was selected here, I intended to select the Ashley Furniture Home Store in ******* **********. I will submit a new complaint, this one can be closed.

  

  Business Response

  Date: 02/21/2023

  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: 02/21/2023

  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.
  
  I believe someone may have tried to reach out to me, but I wasn't able to answer the phone, and didn't receive a message or a return number. I would still like to speak with someone directly from the ******* ********** store. If they could email or text me with a number to reach them at at a time that works for me, that would be best. Text number is ************
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/27/2023

  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: 02/27/2023

  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.
  
  Have not been contacted with any sort of resolution yet. I will continue to reject until I am able to speak with someone directly.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/03/2023

  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: 03/03/2023

  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.
  
  Still have not received any sort of contact from the business.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/07/2023

  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. We have requested that the HomeStore contact this consumer to discuss this.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/07/2023

  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.
  
  Still have not been contacted by the business to resolve this issue.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/11/2023

  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. We have requested that the HomeStore contact this consumer to discuss this.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/13/2023

  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 receiving any contact from the store. Just sending the same message over and over again about how seriously they take these complaints.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/18/2023

  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. We have requested that the HomeStore contact this consumer to discuss this. We do apologize for the delay.
  
  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.
  
  Still have not been contacted by anyone from the company. I'll take a contact from corporate at this point. This is getting pretty sad. They just keep sending the same "we take this very seriously" email over and over again.
  
  Regards,
  
  ***********************

  

  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. They have advised that they have tried contacting customer numerous times and have not been able to make contact. 
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/23/2023

  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.
  
  Have not received any sort of contact attempt, no voicemail, no email, no phone calls that I am aware of. Please either provide a number to call, or leave a message of some sort.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 03/27/2023

  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 tried contacting customer numerous times and have not been able to make contact. The consumer can contact the HomeStore directly by calling ************** and hitting option 2.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:02/08/2023

  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.

  My complaint is for a purchase of a dining room set w/ extra chairs & a sectional sofa. My ******** walked into shop around for furniture since we had just finished our kitchen/living room remodel. We walked into Ashley's in *********** on 11/11/22 and like expected, the sales reps are very insisting and just following us around. After a couple hours we decided on a dining set, chairs and sectional. I had to apply for $6000 and pay $1000 upfront to be able to make the purchase. Our items were delivered assembled to our home on 11/18/22. A chair looked damaged after inspecting it. Once the delivery guys left, my wife and I went thoroughly over all the furniture& the quality was very disappointing. In my house it's only my my wife, 4 ************** My 9 year sold was sitting on one of the bar seats at our peninsula and one of the pieces on the legs of the chair broke off. He was just sitting them and had his foot on it. He was not standing or doing anything else while eating his dinner. I called and someone came out to replace the part. I feel the quality of the chairs is very cheap for the *** I spent on them. I was given a replacement piece but I told the gentleman I was not happy with it and would like to know what I can do to get it replaced with another item . He just noted it and said I would get a call from someone. 4 days passed and no one called me or emailed me. I called the store and they recording transferred me to someone that said my claim was denied and I had to call the store. After unsuccessfully calling the store and getting through, I had to make a trip to Ashley's and tell them my concern. Again, they said they would resubmit the case and I will get a call. This in December and no call after my visit so I went in again for a 2nd time. Someone at the front desk said they would note it and I would get a call. I told them I was very upset on how everything was getting handled and they referred me to corporate. No luck with speaking to someone at corp.

  Customer Answer

  Date: 02/07/2023

  Attached the purchase order for the items purchased on November 11, 2022. We purchased at the Ashley Furniture Store in ***********, **. 2753 ********************************************************************** 91791. **************.

  

  Business Response

  Date: 02/17/2023

  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 sales management. We sent an email to the consumers email address on file. It may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:02/08/2023

  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.

  Dia 1/19/23 fui con mi esposa a ver si compraba unos sofas y un comedor, la compra fue echa pero el dia de la entrega las personas de la entrega no me instalaron la mesa del comedor de acuerdo como deben ir y bueno les reporte el dia 1/26/23 no sabia si llamar oh que debia hacer, me dijeron que un technico vendria el 2/2/23 de 9:00 am. a 5:00 pm. no sabia exactamente cuando vendrian asi que mi esposa me recogio de mi trabajo a la 1: la 1:50 pm, pero cuando mi esposa estaba de camino a mi trabajo la llamaron para hacerle saber que ellos estaban esperando en casa mi esposa les dijo que si podian esperar asta las 2:10 pm. dijeron que podian esperar asta las 2:15 pm y mi esposa dijo que estaba bien llamo de nuevo para pedirles que esperaran y dijeron que se avian ido. no es mi culpa que no me instalaran bien la mesa ahora dieron otra cita para hoy 2/7/23 y me cancelaron e estado esperando y me llamaron para cancelar la cita. qiero devolver los muebles y no reciven devoluciones? es de mal gusto tratar con este establecimiento aparte los sofas que compre se hunden. no se como hablar con ellos porque estan atendiendo a otros clientes las personas que entregaron me dijeron que les firmara en una tablet pero no sabia que la mesa estaba mal colocada debido a que crei en las personas y bueno lo mismo con los sofas se hunden a pasado 12 **** y los sofas no deberian hundirse no me siento ****** siento que me trataron mal y tampoco me dijeron quien es la compania con quiern tenemos contrato y no me dijeron cuando tenia que hacer los pagos. por su atencion gracias.

  Day 1/19/23 I went with my wife to see if I bought some sofas and a dining room, the purchase was made but on the day of delivery the delivery people did not install the dining room table for me according to how they should go and well they I reported on 1/26/23 I did not know whether to call oh what should I do, they told me that a technician would come on 2/2/23 at 9:00 am. to 5:00 p.m. I didn't know exactly when they were coming so my wife picked me up from work at 1:150 pm, but when my wife was on her way to work they called her to let her know that they were waiting at home my wife told them that if they could wait until 2:10 pm. They said they could wait until 2:15 pm and my wife said it was fine. I called again to ask them to wait and they said they were gone. It's not my fault that they didn't set up the table correctly. Now they gave me another appointment for today 2/7/23 and they canceled and I've been waiting and they called me to cancel the appointment. I want to return the furniture and they do not receive returns? It is in bad taste to deal with this establishment apart from the sofas that I buy sink. I don't know how to talk to them because they are serving other customers, the people who delivered told me to sign on a tablet but I didn't know that the table was badly placed because I believed in people and well, the same thing with the sofas, they sink down 12 days have passed and the sofas should not sink. I don't feel comfortable. I feel like they treated me badly and they didn't tell me who the company we have a contract with is and they didn't tell me when I had to make the payments. For your attention thanks.

  

  Business Response

  Date: 02/15/2023

  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 consumer received an exchange on 2/14/23; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB