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

  1050 Los Vallecitos Blvd San Marcos, CA 92069-1469

  
• 

  Ashley Furniture Homestore

  12704 Amargosa Rd Victorville, CA 92392-7641

  
• 

  Ashley Furniture HomeStore

  2799 E Bidwell St Folsom, CA 95630-6405

  
• 

  Ashley Furniture Homestore

  25125 Madison Ave Ste 106 Murrieta, CA 92562-8970

  

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:01/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased a Dining Set for my daughter in October 2022 from Ashleys Furniture in *********, **.Adress ****************************************************************************. The Table set came and bench was damaged so Ashley said they would send a technician to come out and inspect instead of replacing it. The technician came out and send it just needed a new sitting bench and would order and my daughter would have to install it herself. We assumed this was the way it was so we agreed and technician said it would take two weeks to receive. Two weeks went by and we called for an update and they did not have one. This went on for two months and still they could not tell us an ETA of the bench. I made another phone call the last week of December and they mentioned that there was still no ETA and then decided to go to the store and request a refund because the bench could not be used since it was delivered. I went to the store and spoke to ***** (Manager) and he denied the refund for the table set and looked into an ETA of the bench and could not find one. He then mentioned to me that we could file a claim with corporate for a refund since he claimed he had no authority to approve the refund. One of the associates filed the claim and was submitted on Jan 1-2023.On Jan 10th, ****************************************************** that the claim for the refund was denied but they would replace as a courtesy the whole dining room set. I agreed and confirmed again per the stores request with corporate and they confirmed the same thing. I never asked for the new set but just the full refund so I could purchase something else but I agreed on the new set anyway. They called Jan 13th to schedule the set and then on Jan 14th, they called again stating that they would only bring the bench.I am tired of the run around and the constant lies so I just want a full refund on the dining table set.

  

  Business Response

  Date: 01/23/2023

  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 the consumer was only approved for an exchange of the bench due to the item being defective. We will not be able to approve a return for the table set as the consumer is past the 72-hour return window. We apologize, we will be able to exchange the bench and can offer $70 for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/23/2023

  [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:01/12/2023

  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 found a sectional couch online in limited stock for $1770. I went into the ****** store on ********************************************************************* to purchase the couch. I had my Ashley ******* ****** card paid off and ready for this purchase. I was told they no longer have a contract with ******** however they still accept pre existing accounts. I spent 2 1/2 hours in their store with my card not going through. I was told at the end of this interaction that they were having system issues and the would call me to come back, but if the couch I was attempting to buy sold out they would not do anything about it and would not hold the couch for me. Well the couch sold out by the end of the day. I also received a text from their sales associate this evening telling me they do not accept ******* and that I can apply for a new ashley account with them. This is unacceptable, I applied for my current ****** ******* account in their store 7 years ago. Have never paid it late. I also never received a notice that the account was no longer accepted at Ashley. I want them to honor their end of this contact we made when establishing this account and to offer me a comparable couch at the same price for purchase.

  

  Business Response

  Date: 01/20/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to ******************* We no longer accept ******** Per our website, which can be found at ********************************************************************* , the only financing options available at this time are Synchrony, *****, Progressive Leasing, Acima Leasing, and Caddipay.
  
  The consumer can apply for financing with one of those companies.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional couch in April. In August the chase started de-threading and tearing at the seams. We began an exchange process. The couch was discontinued and now we were promised a pickup and complete refund for the product. It has been weeks and we still are getting the run around. All we want is the couch gone and the refund in our bank account.

  

  Business Response

  Date: 02/05/2023

  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 online sales management. The return was picked up. We are working on invoicing the refund.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:01/08/2023

  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.

  They sold me defective couches. They replaced part of them. They are just one year old and the couches are broken and squeak horribly. They sold me an insurance plan and they refuse to do anything about it. The technician came out to look at them and even agreed with us. Horrible quality products

  

  Business Response

  Date: 01/17/2023

  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 the Furniture Protection Plan. They informed The customer originally reported that son was jumping on the furniture and heard a crack. A technician was assigned to repair and the technician advised that there was no breakage found. They found the back strap was loose. The customer also had some loss of resiliency and recommended new cushions. However, we do not cover loss of resiliency. The customer called back and reported they believe another area is broken; we assigned a technician to go out to the customer last Monday.
  We are currently waiting for an update on the technician; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  my couch is squeaking non stop and they pretty much said it is not covered by insurance. Couch is just a little over a year old and this should not be happening. We were told when sold the warranty that this kind of stuff would be covered 
  Regards,
  
  *********************************

  

  Business Response

  Date: 01/30/2023

  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 the Furniture Protection Plan. We were advised that the consumer had a technician appointment on 1/26/23.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/30/2023

  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.
  
  They didnt fix the couch that squeaks constantly.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 02/02/2023

  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 the Furniture Protection Plan. We were informed that the consumer had 2 claims. Once from the *** sofa which the technician repaired. The other claim was for the armless chair and loveseat that was denied for loss of resiliency and loose straps, which is not covered by GBS. We were also advised that even though frame breakage is covered, the consumer reported that a child was jumping on the furniture and thus resulting in damages. This was deemed abuse (lifestyle exclusion); we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 02/02/2023

  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.
  
  [when we bought the protection plan your company stated that it would cover ANY damages including damages incurred by our children we asked very specific questions. We were told they would be covered. Now that it is time to cover damages its all of a sudden not covered. Your sales people are acting in a predatory way by selling policies that dont cover. Your own technician when he came to look at the sofa said these couches are not made the same way they used to make them. A couch squeaking from my 2 year old being on it is unacceptable. ]
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 02/06/2023

  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 the Furniture Protection Plan. We were advised that the claim was denied due to the damages being deemed abuse, which is not covered. We have attached GBSs Terms and Conditions; we apologize for the inconvenience and will not be able to further assist.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 02/11/2023

  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.
  
  I refuse to let this go. My son is 2 weights about 30 pounds. Him walking on the couch is not abuse. You sell people bad products and it is not ok. ]
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:01/05/2023

  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.

  The date of this transaction was 2/19/22. The couch is still under the factory warranty. The couch is defective and the cushions slip out every time someone sits down on the couch. This couch was originally $3,899.99. I paid the store $1,648.98. Since the couch is still under warranty, Id like a refund or a store credit. The business is refusing to provide me with a refund.

  

  Business Response

  Date: 01/12/2023

  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 01-04-23 we sent a technician to inspect the item and they found that the item isn't defective and that it is up to manufacturer standards. The tech reported that they sat in the couch and didn't notice the cushion moving.
  
  Due to the tech's findings we cannot move forward with a refund or reselection.
  
  The consumer did purchase an extended warranty through GBS/Protectall and can file a claim with them at their website ********************************
  
  We have attached a copy of the tech notes showing that he didn't observe any manufacturer defects
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:12/28/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wed., Oct. 26, 2022, a ********* Stand SKU-W797-28 was delivered. I made a BIG mistake accepting it without any shelves. Three shelves are missing. Representative stated the shelves will be shipped never occurred. A Technical guy was out to home on Dec. 17, 2022 to install dresser drawers. He stated his record shows no shelves have been ordered. I also spoke to a representative earlier last month and she stated they will deliver a new TV stand. That was a lie it never happened. I'm tried of the numerous calls to this company and nothing is resolved. Need help from you. Thank you.

  

  Business Response

  Date: 01/03/2023

  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 consumers parts were ordered (PR ******* & *******)  and are estimated to ship to the consumer by the end of January. Once they have shipped, the consumer will receive an email with the tracking details; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** Inc
  Corporate Office
  KB
  

  Customer Answer

  Date: 01/26/2023

  [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:12/27/2022

  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.

  ******* Ashley furniture on Nov 14th we purchased a complete furniture set including r. *********** wedge and armless chair. End table, round coffee table, ottoman and two bar stools. Upon moving into our new home we discovered that much of what we purchased would not fit as we also purchased in cash a large dining table and 8 chairs. I called the customer service number on 11/23 and canceled the ottoman, end and round table and armless chair.on 11/30 I received a call to verify delivery and confirmed items to be delivered. Went over with them again what was cancelled. On 12/2 delivery was made of left and right arm chair, wedge, and two bar stools. I was in my office at back of house when they left after placing furniture. On 12/12 we purchased five additional dining chairs at the Fremont store and had delivered based off online description of brown/beige color. At this time I asked about the claim I had filed on the couch because the fabric was very loose they stated that I should have let the drivers know. I told them that I did not know they left. They stated that I should have noted when signing for furniture. I told them I did not sign anything. On 12/15 chairs were delivered and grey In color. Called store to return and had difficult time getting them to return. 12/20 chairs were picked up. 12/27called customer service about missing credits for cancelled and returned items. Upon looking through file they have no record of chairs being picked up or items cancelled. My account still shows full amount owed for all items except for one armless chair and one table. There is a signature for the couch items that was not completed by me. I filed a dispute with synchrony and want my money paid for delivery and cancelled items and return items credited back to appropriate cards. I also want the 500 delivery fee refunded for the huge headache this entire experience has been and chasing for my money.

  

  Business Response

  Date: 01/02/2023

  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 able to locate the returned chairs that were picked up on 12/17/22 as they were under a different account. The returned chairs and the items that were canceled have been processed back to the consumer's Synchrony account on 12/2/22 and 12/17/22; it may take up to 2 billing cycles to reflect on statements. We scheduled a technician for 1/4/23 to assess the sectional (case ********), if this date does not work the consumer may contact customer service; we apologize for the inconvenience.
  
  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/03/2023

  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.
  Like everything else the technician cancelled for the appt today 1/4/22 @ 2:30 this afternoon. I also do not show anything returned so this claim is not settled until I see all items returned to my Synchrony card and the money that I paid upfront for delivery charges and taxes out of my personal checking account. 

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

  

  Business Response

  Date: 01/10/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to the Homestore management.The credits back to Synchrony may take up to 2 billing cycles to reflect on statements. We are working on getting the consumers delivery fee refunded from SO *********, which would also be going back to their Synchrony account. We rescheduled the technician for 1/13/23; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:12/27/2022

  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.

  Compr un comedor, cuando me lo entregaron estaba daada la mesa, lo reporte y mandaron a un tcnico que lo que hizo fue pintar la parte que estaba quebrada y lo dejo de 2 colores, le dije que no estaba bien y dijo que en 24 horas se secaba la pintura y se **** igual, cosa que no ocurri, lo reporte de nuevo y mandaron otro tcnico que solo tomo fotos y se fue. Ellos me llamaron y dijeron que me iban a dar un crdito de 75 dlares y les dije que no, que quera regresar el comedor, me dijeron que no puedo, les dije entonces cmbiamelo por uno nuevo y me dijeron que no, que nada ** me iban a dar 75 dlares de crdito y no puedo aceptarlo porque yo compr un comedor nuevo no uno daado a precio de nuevo, ellos no me dan *** solucin satisfactoria para mi y hablan sido muy prepotentes. Compr el seguro para el comedor que supuestamente cubre todo tipo ****** y ni as quieren cambirmelo Es la tienda Ashley en ***************************** Ubicada en ************************

  

  Business Response

  Date: 01/10/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We approved the consumers request for an exchange which is scheduled for 1/13/23, if this date does not work for them, they may contact customer service to reschedule. We apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:12/24/2022

  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 purchased a king size bed July of 2022. When they delivered it the tech scratched it. Had to order the part took them 3 months to get it to me. Then then the bed frame itself is cracked. Called GBS because the lady at Ashleys sold us on the extended warranty (scam) All for them to say the bed is discontinued. They then are giving me credit just for the bed. Forcing me to buy another c*** piece of furniture. I spent over $2000. I have only had the bed for ************** than 5 months for the bed to be cracked and to have ******* come to my home to say I am sorry, this is damaged . I am afraid to sleep on the bed. The wood that lays across on the frame theyre all cracked. Ive had multiple issues since Ive had the bed its been one thing after another. And we have also purchased and couch and the the couch is defective all 4 techs stated its a defective couch. Also have an extended warranty. The couch was over ****. Now we have to spend more money to get it fixed. GBS and Ashley has not been helping at all

  

  Business Response

  Date: 01/09/2023

  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 the Extended warranty. The consumer has credit in the amount of which they purchased the bed, $1,252.68 which expires on 2/20/23. We will not be able to approve the consumers request for a refund; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/09/2023

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

   

  Yes they refunded using the extended warranty. Which is absolutely absurd. I have a one year warranty with in the store per store policy. They used the extended warranty which now voided the extended warranty that was purchased for the bed. Which is a total scam. Now I have credit for a bed (which I already purchased from a local vendor that practice actual customer service and customer satisfaction). 
  They should have never processed the claim through extended warranty when Ashleys Store itself should have processed with in the the store. I have gone in to the store on multiple occasions in efforts to speak to management and called left multiple messages requesting a call back asking why they processed as such. The times I have gone in to the store the manager closes her door as soon as I request to speak with management.

  I have asked multiple times why they processed the credit through GBS (the extended warranty) no one can respond why. The rep at the store tells me because GBS credited me they cant do anything, when again I ask why they credited me when the store should have credited me. 
  They processed it through the extended warranty so they would automatically would force me to take a credit. Vs crediting or refund me correctly for the bed and the warranty correctly. 
  
  
  

   

  

  Business Response

  Date: 01/12/2023

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

• Initial Complaint

  Date:12/24/2022

  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.

  We purchased a table in July of 2022 for approximately $700 at the Ashley Furniture Store in the *************** in ***********, **. We opted not to purchase the extended warranty as we THOUGHT Ashley products were good products. We left a rubber ball on our table for a short amount of time. When we took the ball off the table we saw that the ball had stripped all of the paint from the table.We had a tech come to the house. The tech told us that had he known us when we bought the table he would have told us to buy a clear plastic cover because Ashley no longer clear coats their tables. We told the store that who sent a second tech in which we were told they could not fix the table and the damage was from customer use.I would completely understand if we were negligent or did something to clearly try to damage the table, but for as much money as we spent on that table, for a rubber ball to strip the paint means the table was in fact poorly finished and did not have a clear coat on it.This is a situation that Ashley was able to right by and replace it for me considering the circumstances, instead they have left me out to dry. I would like BBB to help see if they can resolve this because based on the circumstances of the situation you should not have to buy an extended service plan in order to have a company stand by their product. For as much money as we spent this table should have held up much better than it did. Additionally they need to warn customers that they no longer clear Coat their tables. We purchased the table under my wifes info : ********************************** **********.

  

  Business Response

  Date: 01/09/2023

  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 offering compensation to keep the table as is; it may have gone to spam. We apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB