Business Profile

Furniture Stores

Ashley Furniture HomeStore Stoneledge

Headquarters

Complaints

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

Customer Complaints Summary

473 total complaints in the last 3 years.
146 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/23/2022
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.
November 2018 we purchased 2xl a six layer tempura pedic mattresses from Ashley Furniture on north side ********, **. We slept on it the first night it was uncomfortable not like the one in the store. I looked at the tags to make sure it was the right mattresses. The tags were ripped off and another tags were glued ontop of the ripped part. I unzipped the mattress cover and saw 1 piece of foam , this was not what we purchased. We purchased a 6 layer tempura pedic mattresses. I went in person the next day and spoke to manager **** he was very rude and told me we have to get used to it I explained to him it was not the correct mattresses. **** had a technician named ******* to come to our home , he agreed and said it was the wrong mattresses. I have been putting this in referral for years . Im not paying $5,484.81 for a piece of foam. Im tired of the harassment and this has negatively affected my credit. I WANT A FULL REFUND AND MY CREDIT FIXED!! My account number6019193027182525 ***************************** *************
Business Response
Date: 11/28/2022
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 had a technician assess the mattress on 12/1/18 which determined that the consumer did receive the correct mattress and there were no defects. The store did offer a re-selection credit back in 2018 as a courtesy, which the consumer denied. At this time, we cannot offer a refund or re-selection per our terms and conditions signed at the time of sale.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:11/19/2022
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.
We ordered a mattress on Oct 8th 2022 (******** was *********************************) named The Gruve 12' memory foam Queen from Ashley's store at ************************************************* at price of $719.99 which was a great deal. They shipped us a mattress a few days later. When we slept on it, we immediately realize that the firmness of the mattress we slept on in the store was very different. We called customer care to complain and in their chat conversation with us, they mentioned a different mattress name - Chime Elite, which was shipped to us. Based on this we concluded that it was the wrong mattress that was sent. However, after a month of battle with their customer care and store executives, they refuse to admit that it was the wrong mattress that was sent and are not refunding our money or giving us a more firm mattress in exchange. We have another friend too, who sufferred a similar situation in the space of a few weeks. We believe that because they gave us a great deal in the store, when it came to shipping they actually scammed us by sending a different mattress. This is unacceptable. We need help fighting Ashley's so they do not scam other customers and make things right.
Business Response
Date: 11/22/2022
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 via email requesting photos of the mattress tag; it may have gone to spam.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:11/19/2022
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 May 7, 2022, I purchased a mattress with an adjustable base from one of the salespersons located at the Ashley Furniture HomeStores in ******, ********** that made contact with my mother who inquired about purchasing such items to fit a panel bed that was purchased at the same Ashley store. Through their communication, she was assured from the salesperson the mattress and adjustable base that would fit the purchased panel bed was available. When my mother and I went to the store to purchase the items, we asked the salesperson numerous times if this would fit the panel bed described in the text. With the salesperson's assurance those items would fit the panel bed, I went ahead and purchased the items, with the extended warranty. On July 7, my mother filed a complaint with the store through the customer service phone number as the mattress appeared to buckle from the middle. We did not receive a response from Ashley until a second attempt was made a couple of weeks later. On September 7th, one of Ashley's furniture representatives checked the bed and informed my mother that ****** sold us the wrong bed mattress, as the adjustable base could not support the mattress. The representative told my mother to call ****** to follow up on returning the item, as he will make a report on his findings. The next day, my mother followed up with Ashley and received a return policy number and was told they would follow up soon. A couple of weeks later, on September 24th, I went to the Ashley store, as my previous attempts by phone number did not go through. I spoke to the store customer service supervisor and was told ****** HQ was working on the issue and they would contact me. To this day, I have not received any response from ****** HQ regarding this issue and further contact by phone were ignored. I would like an immediate response and resolution to this issue, as we were ill informed by Ashley about our purchased items fitting the bed panel and left with defective mattress.
Business Response
Date: 11/25/2022
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
Initial Complaint
Date:11/17/2022
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.
Ashley Homestore in *********** ********************************************************************************* On 10/2/22 we bought a sofa set and tv stand and paid $803.41 for delivery, taxes, etc up front. On 10/15/22 the furniture arrived and once the delivery men left, we looked it over and sat on the sofa and it makes horrible creaking sounds. We checked the tv stand and the base of the stand wasn't secured properly so any sort of weight would break the bottom. We immediately called about the issue and was told to come in store. We went in person the very next day 10/16/22 and spoke to customer service and was given a number to call. Once we called we were told we had to provide photos of the defective items and to email them. Once we emailed the photos we were told that a technician would come and attempt to fix the problem but since we bought new items, we expect new item quality and not have something defective glued together and not have any security about it. After the ***** hours after we emailed the pictures, we were supposed to get a call back but never did. I called and spoke to the manager of the store (***************************) and he was supposed to call me back, never did. After weeks of calling and emails, someone came to fix 10/28/22 it but told us that its supposed to be like that and left. We called and emailed again and was told we would get an exchange of both defective items and to only accept the exchange if both items were there together and to call if it wasn't. On 11/10/22 someone came to switch the items and only brought one, we asked them to wait so we can call and verify, we rudely were told they had no time for us and left in less then 5 minutes. 11/11/22 We went in person and spoke to the manager and said we want a full refund, which he promised he would get us and would contact us by 11/12/22 with an answer. Never got it. I've been emailing the manager about the status which was never responded to. It is now 11/17/22 and we don't know if we will ever get our refund.
Business Response
Date: 11/18/2022
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. Pick-up has been scheduled for 11-22-22 for the Ottoman and TV Stand. Once the items are scanned back into the warehouse, a refund will be issued to the original form of payment. It may take 1 to 2 billing cycles to reflect on balances.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 11/18/2022
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.

Your response says it will only pick up the ottoman and tv stand, but we want the entire sofa set gone as well. We do not want any product of Ashleys at all. If the pickup includes the entire sofa set and not just the ottoman, we will be satisfied. We want it all gone.

Regards,

*************************
Business Response
Date: 11/21/2022
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. Pick-up has been scheduled for the remaining items for 11-26-2022. Once the items are scanned back into the warehouse, a refund will be issued to the original form of payment. It may take 1 to 2 billing cycles to reflect on balances.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 11/28/2022
[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:11/17/2022
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.
Item: Square Counter table stone Date of purchase: 09/03/2022 - $2641.09 (include the delivery and protection plan)Sale order: ********* ******** service supervisor, said to give another chance to exchange, if there is still an issue, they will refund. I refused the 2nd time delivery due to chip on the side table. 3rd attempt, refuse due to imperfection on table, have crack lines. Spoke yo several customer service they say will help and resolve but never did. I send that picture of the 3rd attempt to the customer service supervisor, but he said his manger still refuse. I dont understand what kind of service is that when I have proof of the item has defect. They cannot force customer to still purchase when it happen 3rd attempt. I have pictures of 1st attempt (bubbles), 2nd attempt (chip on side) and 3rd attempt (cracks imperfections on table).I just want my refund. They dont keep their promise when you want refund they find any kind of excuse to reject. If we can, I would like to report this to the corporation headquarters since the local company is not willing to resolve this.
Business Response
Date: 11/17/2022
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. Pick-up has been scheduled for 11-22-2022 for the Square DRM Counter Table (Item D679-32). Once the items are scanned back into the warehouse, a refund will be issued to the original form of payment. It may take 1 to 2 billing cycles to reflect on balances.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 11/18/2022
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.

Good morning,

Thank you so much! So I will be expecting a call from them.

Regards,

**** Van
Business Response
Date: 11/21/2022
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. Pick-up has been scheduled for 11-22-2022 for the Square DRM Counter Table (Item D679-32). The pickup is scheduled between 1p-5pm, and currently the consumer is stop #**. Once the items are scanned back into the warehouse, a refund will be issued to the original form of payment. It may take 1 to 2 billing cycles to reflect on balances.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 11/21/2022
[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.
this is only if I do ************* not store credit.

Regards,

**** Van

Customer Answer
Date: 11/23/2022
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.

Sorry also need refund for the chairs as well.

Sent from Yahoo Mail for iPhone

On Tuesday, November 22, 2022, 6:14 PM, **************** <*****************> wrote:
Hi,

Please do not. Lose file yet, as they did not pick up the whole items. Really ridiculously they pick up the table but not the chair.
I would still like to file complain and it resolve.

Regards,

**** Van
Customer Answer
Date: 11/23/2022
Please send another email and have them refund the delivery charge, protection plan that I bought as well.
So overall, its table, chair, delivery charge and protection plan need to be refund.
Initial Complaint
Date:11/10/2022
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 July 2, 2022 I purchased a Tempur-Pdic mattress, firm, with the base. The total price was $9518.31. It was delivered on July 9. The first day as we sat or laid on the mattress it felt hard as a rock and had no give. Not like the mattress we tried in the store, which is understandable because, I'm sure, serval people had tried the mattress, so It was worn in already. I gave it a couple of days, then called the store to ask if we could get the medium support because the one we had was just to hard. I was told, by ****, that I they could not return the mattress once delivered and to give it about 30 days to conform to our bodies. 30 days passed and now 4 months and the mattress is still hard as a rock. I have attempted to call and have been getting the run around. I have talked to several people and have gotten no resolution. They keep saying it is out of compliance. The mattress is defective because it is not conforming to our bodies as it is supposed to do. My case # that I have been given is ********. All I wanted in the beginning was for them to switch out our mattress for the less firm but at this point I just want my money back and I will get a set that will not cause myself and my husband back pain every morning. We are not getting any younger and the mattress should last for several years, not a few months.I can send pictures of the mattress as it looks today, but it looks exactly how it did when we first got it. If possible, someone should come out to sit on it for themselves to see what our complaint is about.
Business Response
Date: 11/20/2022
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. At this time, the consumer is not eligible for a refund as we do not have a comfort guarantee in their region.

Regards,
Ashley Furniture *********** ****
Corporate Office
AN
Customer Answer
Date: 11/28/2022
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'm pretty sure that if someone purchases a $10,000 mattress they are expecting that it would be of some comfort. Their response does not make sense. That was my point in the beginning when I called the store a few days after receiving the mattress. I asked If I could get the less firm mattress and was told to give it 30 days to confirm to my body. It has not done that as of yet. I think it would be fair of them to at least replace the mattress with the one I asked for in the beginning, which would be the medium firmness. Again I am in aww that they would think that a person would purchase a mattress just for show and not for comfortability. Please replace the mattress.]

Regards,

***********************
Business Response
Date: 12/04/2022
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 them to resolve this complaint and apologize for the delay.

Regards,
Ashley Furniture *********** ****
Corporate Office
AN
Customer Answer
Date: 12/12/2022
[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 am looking forward to a resolution to this situation.

Regards,

***********************
Initial Complaint
Date:11/08/2022
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 bought some furniture in April 2022 and had some return and have been waiting since May 2022 and dropped off the rest of the return, which was a mattress cover in Sept. ******************** ************ to **** and up to today have not received my Credit of $498.49. This is theft; it has been six months since my original return that they have promised my return and I have attached the return voucher since June that has been 5 months and they have not given me my credit yet. I have called them 21 times and every single time they give me the run around and tell me to wait for 60 days to get the credit and they lie every single time. I spoke with **** the store manager that left me on hold for 30 minutes and didn't come back online to help me and *********************** up on me two times and ********************* emailed me the credit promise and I never got the credit and the Store Sales Manager (The Persian Gentleman) promised if I return the mattress cover I will get my credit within 48 hrs. Everyone lied. So 6 months later and still don't have my credit. I spent $5000.00 to buy mattress and have been waiting for 6 months to get my refund of $498.49.This is the email from ********************* with the attachment I attached for my refund on June 28, 2022.From *********************:Hello Soly,Here is the proof of the refund request we sent over to synchrony. Please be aware it does take 2 billing cycles for the refund to be processed back to the synchrony account. Any other questions or concerns please email me or feel free to call the store. Thank you and have a beautiful day.********************* | **************** ************************** LLC ********************************************************** ************ | ************
Business Response
Date: 11/16/2022
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 credit of $498.49 was issued on 11/9/22 back to the consumers Synchrony account; it may take up to 2 billing cycles to reflect on statements.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 11/16/2022
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 BEEN HEARING THE "2 BILLING CYCLE DEADLINE" PROMISE FOR 6 MONTHS ALREADY. I HAVE ALREADY COMPLETED MY 2 BILLING CYCLES MULTIPLE TIMES. YOU CAN SEE IT ON MY PROOF THAT WAS SENT TO ME BY YOUR ASSOCIATE. I NEED MY REFUND AS SOON AS POSSIBLE.
ASHLEY'S FURNITURE STORE DIDN'T WAIT FOR 9 MONTHS FOR THEIR MONEY; WHY ARE THEY MAKING THEIR CUSTOMERS WAIT FOR 12 MONTHS FOR A SMALL REFUND AS SUCH?
THUS, I HAVE ALREADY COMPLETED MY 2 BILLING CYCLES WAITING MULTIPLE TIMES AND NEED MY REFUND WITHOUT FURTHER GETTING THE RUN AROUND.
THANK YOU.

Regards,

*************************
Business Response
Date: 11/22/2022
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 informed that the refund was issued back to the consumers Synchrony account on 11/9/22. Due to the consumer using a third-party payment, refunds may take up to 2 billing cycles to reflect on statements; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:11/07/2022
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.
34740 Monterey Ave
Date of Transaction : August 10, 2022. Paid $506.73. This cost included $49.99 extra warrenty insurance. We specifically inquired about the weight this sofa could support. We were advised up to 300 pounds. My husband weighs 270. This is why we were concerned. On Oct 13, while my husband sat on the end on this sofa, it collasped. I called Ashley and they sent out a technician to assess the damage. He verbally said to us it is a manufacturer defect. When I caled the store about a replacement or refund, they said the technician's report said it was due to customer fault. I have included an email to Ashley in the documents below to explain this issue in greater detail.
Business Response
Date: 11/10/2022
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. A reselection credit has been entered. To use it, the consumer needs to go to their local HomeStore to select new items. The store will coordinate pick-up and delivery.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 11/10/2022
[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:11/06/2022
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 have been working with GBS warranty, furn. repair Service, and Ashley Furn. ***** in ******* **. I first contacted Furniture ************** in early 01/21 and they scheduled appointment for 7/2021 and no one ever came in 7/2021. I contacted Furniture ************** in 7/2021 to repair couch and they said I never scheduled appt. and now had to wait until 9/2021 for a repair man to come out in our area. Repair man showed up on 9/29/21 to say he could not fix the couch and needed to order parts. The repair man said we would hear back in 2 wks or less re: parts and when they would come out to make repair. We never heard back from anyone. In Dec. 2021 I called GBSWarranty and they confirmed parts were ordered and said that I was suppose to call them to request repair man to come out again. I explained I did not know that, the repair man said someone would be contacting us back.The GBSwarranty said that the parts were delivered to Ashley Furniture in ******* ** and I should call Ashley and ask about the parts by 12/20/21. I called ******* Ashley furniture *****and at that time spoke to *******************************, Manager. ***** said parts are never delivered to furniture store and that ******* store does not have a parts ***** ***** said call GBS warranty back re: parts. I called GBS warranty ***** and another rep explained that parts were coming from somewhere in Asia and that due to COVID, parts were in a container out at sea. He explained I had to wait for parts and once received ( he had no idea when that would be) I should call his office back and request repair man to come back out. I waited from 12/2021 to 4/2022 and no parts I called Ashley furniture in ******* ** and spoke to *** who said she was a manager. I explained the history of my attempts. She promised credit memo. I called again in 8/2022 spoke to ******************************* and she promised credit memo. ******************************* died Oct. 2022. *************************, sales assoc. said I had to start all over w/GBS.
Business Response
Date: 11/14/2022
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 the Furniture Protection Plan. We were informed that parts were reordered, pr ******* (tracking 605594786055)that will be delivered to the consumers home; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:10/30/2022
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 living room set in march of 2021 from Ashley Furniture on ************** in *************. The recliner I purchased is faulty, the cushion is completely gathered in the middle. I have sent pictures and have had many different technicians out, each one has claimed it is the wrong part ordered and that they ordered the right one just for it to happen again. I have spoken to so many customer service reps and they all tell me it is out of warranty, the problem started in warranty and has not been fixed therefore it is still their issue. We were told they were sending us a new recliner, then told no that they would fix it. Now I have escalated it to escalations department and they are refusing to even return my email stating that it is not in warranty, even though when speaking with her on the phone she said it was since it was never fixed. The recliner was purchased for ****** on 3/29/2021. We even had a technician come to our house who was here for hours and then was told by **************** that he stated he never came. I have reached out to the escalation lead who my wife spoke to a few weeks ago and she is not even returning my emails. Worst service I have ever received. I just want my recliner fixed and not to be jerked around any longer, it has been long enough. They keep telling me to go through gbs which is the extended warranty I purchased, they have told us on multiple occasions that since this started during the manufacturer warranty that it is Ashleys responsibility.
Business Response
Date: 11/07/2022
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 are working with the consumer to resolve this issue. We will be contacting them via phone call to assist with ordering parts and will be compensating the consumer.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB

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