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:12/13/2022

  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.

  The transaction occurred on November 18, 2022 at the ********************************************************** location. We purchased a dresser and night stand that totaled ********. The price we paid included a delivery fee for the item to be delivered on a specific date, which was November 26. We had to take time off for this delivery expecting to move into our home since we were getting the dresser but the dresser came damaged. We spoke to *************************** (DJ) and he informed us he spoke to the customer service team and was informed we could get our delivery fee refunded due to the inconvenience.First, he provided us a scam number. Second, once I got the number and called the agents weren't useful at all! One of them said " why do you want a refund if your furniture was delivered successfully the second time." Umm cause DJ said he had spoken and due to the inconvenience. She wasn't useful at all and was just trying to push me to the side until I got irritated and said raise a case and she said "ookaaay." Then the second time I called, there was noise in the background, the person seemed like they didn't know what they were doing. Are these the type of people Ashley wants to represent them? Unbelievable. Horrible experience. I want more than my delivery fee refunded. I want at least $500 refunded of what I paid due to the horrible service, inconvenience, inability to be empathetic and for the lost day of work and gas. We drove from ************ to our home thinking we would be moving in. On top of that, the individuals who delivered the furniture did so with out a mask and scratched the wall when Ashley is adamant that they are taking precautions with the rise of cases. Well your employees don't give af

  Customer Answer

  Date: 12/14/2022

  Attached is receipt and communication with sales rep

  Customer Answer

  Date: 12/19/2022

  Attached are the documents requested.
  

  

  Business Response

  Date: 12/19/2022

  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 their replacement dresser on 12/10/22. There are no notes stating approval for their request for the delivery fee refund. We will be able to approve $70 compensation for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/19/2022

  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.]
  I contacted support twice and they informed me that they created a case with notes stating the delivery fee was going to be refunded. On top of that, I provided you with the screenshot of your sales rep from the store name ***************************, who stated via text that he had spoken to the customer support team and they would provide a refund or discount. The fact that I have wasted my time on two separate occasions sions to contact support, got attitude from them and now I have to do this through BBB tells me you do not take your business seriously. You even have on your website that youre taking measures to fight covid and none of your employees wear masks. The delivery fee was 129 plus the warranty which was 99. Im expecting that back at the minimum. For your records, the case number I opened with yall after my second call was ******** and spoke to *****. They told me a refund for the delivery fee would be refunded

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

  

  Business Response

  Date: 12/19/2022

  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 Online sales management. We understand the consumers frustrations and apologize for the inconvenience. We show that requests were made for compensation, however, there were no approvals. The most we can offer the consumer would be $100. If the consumer would like to cancel their extended warranty for a refund, they will need to contact GBS ***************) and file a claim.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/19/2022

  [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:12/13/2022

  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 11/18/2018 i made a purchase with **************** at ************************************************ Store # *********** /*********** with a 10 year adjustable base pro plan and a 5 year Furniture protection plan. also a mattress 5 year protection cover plan for the Mattress.at the end of 2021 the Mattress on my husbands side had a crater dip on it he's handi cap and retired and is unable to sleep there because it hard for him to get up at night on 4/18/2022 we went to Ashley to put a complaint about the mattress and have it exchange or repair.they said they would send someone over to inspect the mattress they never show up we set up another appointment and again they didnt show up.WE again return to Ashley and they said the Mattress protection cover would cover the we contacted them they had us take photos and said it would not cover the mattress .Note if you look at the mattress it appears okay but if you lay on it then you would realize the problem its been 9 mths and no one appears to care we paid for protection on everything the total purchase is for $6,863.76

  

  Business Response

  Date: 12/14/2022

  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 consumer will need to contact Tempur-Pedic **************) for further assistance with their mattress. Our technicians do not specialize in Tempur-pedic; we apologize for the misinformation that was previously provided to the consumer.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/19/2022

  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 contacted Tempur -Pedic warranty they rejected my claims on pure assumptions without never actually sending someone to make a vision inspection of mattress also we purchase a mattress cover to protect the mattress the stain on the mattress cover is from my husband when he sleeps sometimes he sweats the stain is not on the Mattress itself i really believe that they dont want to honor there waranty they know that the so call stain is only on the mattress protector and not on the mattress itself thats why we purchase the protector.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 12/27/2022

  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 manufacturer being Tempur-Pedic,we will not be able to send a technician to assess the mattress. We will reach out to Tempur-Pedic on behalf of the consumer however we cannot guarantee anything;we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:12/07/2022

  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.

  On 11/20/2022 I purchased a dining table set and a bed from Ashley Home Store in ***********. The store sales person(*******************) promised the items are in stock and would be delivered 11/23/2022. I told her that if all the products weren't delivered on time I did not want any of the order. I was having company for Thanksgiving and needed the table. I was told again delivery would be on time. the bed was delivered on the 23 but I was told the table would not be delivered until the 26 of Nov. I called the customer service number right away on the 23rd. I told them I was lied to about the delivery and needed someone to pick up the bed. I was told they would send someone out next week and get my refund. On the 25th of November I called Ashley and was told they will not take the bed back. I also called the credit card company but was told they couldn't do anything and I should get help. I am on Social Security and get about $2,000 a month and wondered how ***** got me a $10,000 credit.. I am 69 years old and have trouble reading small print even with glasses but when I went on line to check my account ***** put down I made $9,000 a month!! never did I think she would do this!! If I made this money why would I use a credit card? How am I going to pay this $6,692.16?? Is this how Seniors are treated? I want them to take back the bed and refund the credit card company and the $416.49 i had to pay cash! I never saw the dining set as I did get it cancelled. No one is sleeping on the bed or have I even touched it. No DNA should be on it. I have been sleeping on the couch. I have called the store many times but am told NO! I have called corporate but they said no. They don't care about the lies. Can you help me, please? I don't know what to do. I feel stupid for trusting *****.

  

  Business Response

  Date: 12/12/2022

  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 were advised that at the time of sale it was explained that as long as nothing was delivered or was refused, we would be able to process a refund. Unfortunately, the mattress and foundation were not refused and accepted into the home. When the Dining Table was delayed we were able to void that item off the order, however, per the signed Terms And Conditions, we will not be able to pick up and refund the mattress and foundations, as they have already been delivered.
  
  We have attached the Terms And Conditions that the consumer signed at the time of purchase stating that there is a no refund and no return policy for Mattresses and/or Foundations.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:12/06/2022

  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 TEMPURPEDIC mattress on August 1st it was a gift from my husband. The mattress we demoed was plush and comfortable, it was labeled medium hybrid. When we received our rock hard mattress we immediately contacted Ashley's and TEMPURPEDIC and we have been running in circles ever since. Both have warranties but each points the finger at the other. One person told me it was the state of CA's fault. We have filed complaints and with 48 hours we're told sorry you are stuck with the expensive rock! My husband contacted the store and the salesman said come in we can work it out. He got there and the salesman was gone! I was told by Ashley I need to prove the mattress is defective. *********** says if I bought it directly from them they would replace it! And therefore they wouldn't accept my complaint. My husband and I have called and left messages for the unnamed district manager who requires the complaint to be filed within 72 hours of purchase. Really! My case # ******** and I don't have a case # for TEMPURPEDIC. Each has a warranty on the mattress but neither will fulfill it. So, the arthritic woman who waited to purchase the correct mattress is just stuck unless you can assist me. Also the adjustable base has a light that never goes out and the remotes don't always work.

  

  Business Response

  Date: 12/13/2022

  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 terms and agreements, we do not allow returns on mattresses and foundations, and we do not offer a comfort guarantee. The consumer will need to contact Tempur-Pedic for further assistance; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:12/05/2022

  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 two bed frames, two mattresses, two box springs and two dressers from Ashley Furniture in **********, ** on 09/26/2022. The top drawer of the four drawer dresser I purchased did not open properly when the item was delivered. Additionally, the drawers in the dresser that was delivered to me were not as stable as the drawers in the display in the store. The drawers were also uneven and would hit each other when they were open or closed. I let the store manager know about this, and a technician came to look at the item. The condition of the drawers worsened after the technician worked on the item. Currently, when I open the top drawer, there is so much resistance such that the entire dresser is pulled toward me when I try to open the top drawer. The lower three drawers hit each other when they open and close. I emailed the store manager on 11/08/2022 and made him aware of the issues with the dresser and requested that the item be exchanged. As of today, 12/05/2022, he has not responded to that email. I called the store the week of 11/20/2022 and asked the representative for the item to be exchanged. The representative said that I could expect to hear back from the store, and that they were busy with the upcoming holiday. I called customer service 12/01/2022 and the representative said that they needed to wait for the approval of the item exchange, since they have a technician look at the item before exchanging. Since a technician already worked on the item, I asked to bypass this step. I also sent photos and videos of the issues as requested by customer service. I called customer service 12/05/2022 and the representative said that I would have to wait another 24 - 72 hours to see if the exchange would be approved. I would like to receive an item that resembles the item advertised in store. As of now, I do not have a functioning dresser.

  

  Business Response

  Date: 12/13/2022

  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 and approved their request for an exchange of the chest and the headboard which is scheduled for 12/15/22; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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 sectional from Ashleys furniture on September 18, 2022, for the amount of $3056.29.My wife and I researched many couch models at the store for over three hours. We worked directly with the store manager (*****) and the sales associate ********* to ensure we were purchasing an item that we were looking for exactly to our specifications.We needed to ensure all the pillowcases were self-enclosed pillows and were removable from their fabric covering since my wife likes to wash the coves often.We also wanted to ensure that the couches had wood pegs versus plastic pegs.When the items were delivered on September 23, 2022, upon inspection, the large pillows did not have self-enclosed pillows but were stuffed with fiber material. We also noticed the pegs were not of wood but made of shoddy plastic. We called the store immediately and spoke to the sales associate, and she informed us that they would remedy the problem and get us the correct pillows. The store manager asked us to keep the merchandise and that he would have this all fixed and not to worry.We had assistance from the store supervisor ********* on October 18, 2022, to order the correct pillow casings. When the delivery arrived, they were the wrong items for the second time. They have tried to order four times the pillow casings that belong to the couch with 3 technician visits with no solution.Upon the final attempt, we were told those pillowcases no longer came with the couches but were pillows with fiber filling. The corporate office reached out to the store, and the store manager gave no response.We purchased the couches that were the models on the showroom floor, but when they delivered the merchandise, they were not the same couches, I feel they baited me into purchasing the merchandise under a false assumption.

  

  Business Response

  Date: 12/11/2022

  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 working with the store team to resolve this complaint and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:12/02/2022

  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.

  On May 30, 2022 I purchased a reclining power seat and a reclining power loveseat at the Ashley's store in *********** **. At the time of purchase I was given a flyer and was told that I will be receiving $300.00 (3 master cards with $100 each) within 2-3 weeks of delivery as part of a special promotion for Memorial weekend. The recliners were delivered on June 2, 2022. I did not receive the master cards. I have called the store several times and visited the store two times. Manager ***************************** and Manager *********************** acknowledge owing me the money but they are not giving it to me.

  

  Business Response

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/09/2022

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

  Customer Answer

  Date: 12/12/2022

  Ashley's furniture has been telling me that they are going to process the credit cards and they have not done it. On my last conversation with them I was told they were going to credit my account by October 31st and they did not do it. The latest is that my email is not valid, which I proved to them that it is valid. I just want a check from the company or a credit to my account. 7 me nths is enough time to wait for them, when I was promised 2 to 3 weeks

  

  Business Response

  Date: 12/22/2022

  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 Elite Rewards. We have continued to reach out for an update, but as of this date haven't heard back from them. We will continue to reach out to Elite Rewards, asking for updates, until the matter is resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 12/22/2022

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

  Customer Answer

  Date: 12/23/2022

  I keep getting different stories,

  I was told I was getting gift cards, then either a check or a credit to my account. Nothing has happened since Memorial weekend.

  

  Business Response

  Date: 12/29/2022

  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 Elite Rewards. We have continued to reach out for an update, but as of this date haven't heard back from them. We will continue to reach out to Elite Rewards, asking for updates, until the matter is resolved.
  
  In the meantime, we are also working with the HomeStore to get a 300$ refund processed back to the consumer's original form of payment in lieu of the Elite Rewards, in the case that we *** not hear back from them regarding this issue.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 12/29/2022

  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,
  
  *************************

  

  Business Response

  Date: 01/05/2023

  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 HomeStore management. After not hearing back from Elite Rewards, we have processed a $330.75 refund back to the consumer's original form of payment, Synchrony. Please allow 1-2 billing cycles for the funds to reflect back to the account.
  
  
  We have attached the refund paperwork that was sent to Synchrony for the consumer's records.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 01/05/2023

  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.
  Thank you for the update. I was told the same thing in October and my account was not credited. I hope this time is true.  Thank you for all your help in trying to get my money. I will keep you posted it.
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  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.

  I made a purchase on March 12th, 2022 from Ashley Furniture at the ********************* location for over $13,6548.19 included in that I purchased a warranty for the outdoor patio furniture items I purchased. Since then the cushions of the "outdoor patio furniture" have already frayed, a technician came out to evaluate the cushions, he took pictures and responded back to the warranty agency as well as Ashley Furniture to let them know that the items should be covered. The technician while there said that we should send this to the warranty company and have them pay for it rather than Ashley Furniture taking care of it. Ashley Furniture and the warranty Company, GBS, are now punting the blame back and forth the denying the claim. GBS is stating that the cushions should be covered under the manufacture warranty since it hasn't been 12 months yet, and ****** Furniture is denying the claim when they sold us the warranty and gave us a 12 month coverage. There is no reason for this claim to be denied, especially when we paid for the warranty. They have been going back and forth with us for over 1 month now with no resolution, I just need the cushions replaced. Can you please help me to get Ashley Furniture to *******************. Thank you!

  

  Business Response

  Date: 12/06/2022

  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 12-02-22 we ordered replacement parts for the consumer, and emailed them and advised them that it could take **** business days to receive them.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 12/06/2022

  [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:11/29/2022

  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 *** King ******** *** King base, and *** King ******* cover on November 6, 2022. Delivery was on November 11, 2022. They delivered a *** King ******* cover, a King *******,and king base. I went in my ******* saw the ******* and base did not fit my *** King **** I tried calling the delivery to come back and get the ******* and base. I called Ashley they wanted to sell me a new King ******* set. I said no. Then they came out two times to make my bed into a King from *** King. 1st time on Nov. 15 wrong parts. Then on nov.23, the side rails were broken and wrong canopy top. I just wanted the right ******* and base I ordered and paid for.

  

  Business Response

  Date: 12/06/2022

  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 management will be reaching out to the consumer to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:11/29/2022

  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.

  9/16 mattress was delivered and item was defective, the mattress was suppose to inflate but did not inflate properly. I tried calling customer service and could not reach a live agent so on 9/28 I visited store showed pictures to customer service she agreed item defective said I would be contacted regarding delivery never heard from anyone 9/30 called ************ and was told info was in correct a technician would have to come out to inspect. On 10/5 technician came out took pictures and measurements and deemed item defective. Again no one reached out on next step, delivery, NOTHING, So on 10/13 I went to the store and tried to re select a more expensive bed that would not require inflating to b avoid further problems, but no one in store could make the approval of a re select or to give a full credit towards an exchange. Isn't there a department that deals with these cases? Why was I never contacted? Why did I have to make a trip to the store because no one was ********* by phone? Then I call 800 customer service they say deal with the store and even they can't get thru to a person to connect me too to get this issue resolved. I understand things happen outta our control but Ashley had the time and info needed to make things right and never did. The ball was dropped over and over or no one cared because it didn't involve them and they got paid from the credit card company. My husband and I were displaced several weeks sleeping on the couch, I was forced to purchased another mattress elsewhere because Ashley dragged their feet, and yet here I am 11/29 still storing their defective merchandise and no resolution on making things right. I'm not asking for a handout or payout I'm asking that they do what's right and refund my purchase and pickup their mattress. The holidays are here and I'm tired of shuffling the mattress from the living room to my craft room. Last time I spoke to Ashley they offered me the mattress at a discounted price it is DEFECTIVE NO GOOD

  

  Business Response

  Date: 12/06/2022

  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