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

468 total complaints in the last 3 years.
142 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:10/27/2022
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.
Bought a mattress that is defective and is still under warranty but were ignored and told that it is due to wear and tear which is unacceptable
Business Response
Date: 11/04/2022
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 have attached photos from the tech visit. There are no manufacturer defects with the mattress. Manufacturer defects are considered if the mattress sinks below 1.5 inches. The consumer's mattress measures at 1 inch. Also included is pictures showing damages caused by consumer use.

Due to these findings, we will not be able to assist further.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Initial Complaint
Date:10/27/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchase: 7/11/22 Delivery: 7/31/22 Invoice total of defective and toxic items delivered to our home: $2,267 out of a total of $8,522 in purchases made on 7/11-7/12/22 on Sales Order #********* on 7/11/22.Other Sales Order Numbers:130508760 ********* ********* ********* A queen size bed and nightstand were delivered to our home with what appeared to be a chaulky primer coat of spray paint that was flaking off on the floor from the unfinished legs of the bed and nightstand, causing damage to our hardwood floors on delivery, and which is hazardous to children and adults. The manufacturer and retailer shipped a different quality/ workmanship/paint color than the enamel high gloss painted model that was on display at the ********** showroom sales floor.I submitted photos evidencing all of this to the Ashley ************************ in an email to that department after receiving a request by email to do so.I have attempted to follow up with the Ashley ************* and ******************** about the various case numbers I was given when I notified the company of these grievous toxic health hazards in our home with children and an elderly grandparents from 7/31/22 to today, 10/27/22.I have called to follow up on the case #s on more than 25 separate occasions over the past 3 months and been promised someone would call me back from the ********************** but no one ever has.When calling to follow up, I am placed on hold for over **** minutes, then my call is cut off.A ***** old lead mirror was also shipped to our home that is toxic and against the regulations for product safety in **********.Please help me get Ashley furniture to remove these toxic items from our home, that were not the same quality as the products we viewed and purchased on their showroom floor, before our family suffers health consequences from this very expensive toxic furniture.Ashley Case Numbers:Case #:13058950 Case #:06933883 Case #:06933919 Case #:06934273
Business Response
Date: 11/04/2022
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 currently working with them to resolve this concern and apologize for the delay.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Initial Complaint
Date:10/27/2022
Type:Customer Service 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 recently purchased a couch, ottoman, and area rug from Ashley Furniture in ***********. The experience I had with them was far from good. To start, the sales rep ******* was very pushy. She even talked poorly of her supervisor behind her supervisor's back to us. Completely unprofessional. I told her that I didn't want to use ************** for a lender and she kept pushing me to at least apply. After refusing multiple times, she mentioned Acima Leasing. After obtaining an approval through *****, I decided to go with them. I had an approval of $3250. The couch, ottoman, and area rug I wanted were around $2,700. After realizing I had money left to spare and another approval through Progressive Leasing, ******* started adding items of furniture we did not want. An extra chair, a mattress cover, etc. She promised me that "the mattress cover was on the house and that it was a perk Ashley was doing for people purchasing items". But after reviewing my new lease agreement when the furniture arrived, I noticed the total was just over $3,000. She had added the $300 mattress cover on top of my order. Aside from unprofessional behavior with her supervisor, being pushy with my husband and myself, and adding unwanted items to the order... she also started getting impatient while we were still shopping for a specific rug. It made us completely uncomfortable and almost like we were being forced out of the building since her shift was almost up. The store wasn't even close to closing yet. Overall, this entire experience was disgusting and uncomfortable. You don't "give a discount" to someone and then add items after the agreed amount to push the sale higher. She pushed the sale higher because she would receive more on commission. She verbally told us "I make more commission the higher your purchase is". I want my money back. All of it.
Business Response
Date: 11/03/2022
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 have been advised that they have attempted to contact the consumer to discuss a resolution but haven't been able to get in contact with them.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Initial Complaint
Date:10/25/2022
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 8/17/2021 I purchased a sectional couch. On 7/18/22 I called Ashley Mfg to tell them that the recliners were leaning and fabric was separated from the foam in the seat. On 7/26/22 a representative from Ashleys came over. He sprayed glue on the foam to reattach the fabric and took pics of mechanisms, stating that this needs replaced. The original claim was #******. He said he would send pics to the extended warranty company and they would come out to repair it. 10/25/22, a company representing Ashley named GBS came, and said, Ashley does not order parts for them to install. He was there to see what needed to be repaired. After he explained , that mechanisms on all three recliners needed replaced, and the foam in recliner caused by mechanisms tilting the seats.but the original claim was submitted within the 1st year and should have been repaired under factory warranty.His work order was #******. He was going to submit his findings to Ashley. I have made numerous calls to Ashley Home Store today and was put on hold for 30 minutes then the female answered then disconnected the call.
Business Response
Date: 11/03/2022
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. After reviewing the technician's notes from their visit on 7/26/22, the tech reported normal wear and deemed consumer use. Due to the issue not being a manufacturer defect and being that the 1-Year warranty has expired the consumer will need further assistance from GBS.
We reached out to GBS to see what the next steps are to resolve this issue.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 11/03/2022
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 .]

GBS is the one that told me that this should have been taken care of by the technician from the first visit while it was still under warranty. I feel that the furniture is defective. It is just me and my wife with no children using the furniture. I could only imagine what it would look like with a family of four using it.
******'s

*******************
Business Response
Date: 11/09/2022
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 damage being deemed normal wear/consumer use it was not covered by the manufacturer warranty. We are still waiting to hear back from GBS regarding their claim.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 11/09/2022
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,

*******************
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 advised that they are looking into ordering parts for the consumer and will be reaching out to them with an update.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 11/14/2022
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: 11/15/2022
Two different warranty companies came out over the past three months. They took pictures and wrote down different problems. Here we are in the holiday season and still have a living room full of useless furniture. This junk furniture needs replaced or my money refunded.
Business Response
Date: 11/23/2022
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. After reviewing the technician's notes from 7/28/22 the damage has been deemed consumer use. The consumer will need to contact the extended warranty for further assistance. We reached out to GBS and requested that they reach out to the consumer; we apologize for the inconvenience.

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

[Please type your response here.]

Regards,

*******************
Customer Answer
Date: 11/23/2022
This junk furniture has still not been repaired or replaced.
Business Response
Date: 12/05/2022
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 damage being deemed consumer use, we will not be able to assist. The consumer will need to reach out to the extended warranty for further assistance;we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 12/05/2022
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 b type your response here.]
They have no solution.we bought an extended warranty, but nothing has been repaired. We have been living with broken furniture for months now. DO NOT buy from Ashley Furniture
Regards,

*******************
Initial Complaint
Date:10/21/2022
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.
Purchased a chair - it has broken, it comes with a one year warranty. I cant get them to replace the broken chair. I have spent hours calling them trying to get this resolved. They sent a technician to my house to verify complaint. He tried to fix it but was unable to repair. They are giving me the run around trying to make it be past the warranty date. This chair was purchased in December 2021.
Business Response
Date: 10/24/2022
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. An even exchange has been scheduled for pick-up and delivery on 10-29-22. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Initial Complaint
Date:10/19/2022
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 8/30/22 I walked into the Ashley store to look at couches, but the sales team effectively showed me their mattress sets. I needed an adjustable bed and they seemed to have what I wanted but after a few weeks of trying to make it work. The bed squeaks, the mattress is hot, the massage feature is more of a nuisance than relaxing. I wanted to love this bed but it's not living up to the hype. I asked if there was a problem could I exchange it or return it and the fake girl told me there was a 30 day satisfaction guarantee. They made all the assurances I needed to hear to make the purchase. I called Ashley customer service they told me to contact Tempurpedic customer service. Tempurpedic cs told my refund was no problem bc I was well within the **************************************** call Ashley cs for the refund. When I called Ashley's again they started the return process told me I was within the 30 day guarantee and was approved bc of this. They tried to connect me to the store front in Santa *** to issue the refund and set up pickup but they hung up. I called **************** again and they connected me this time one of the managers said we're not setting up a pickup we're not going to approve a return, we never do, whoever told you that you were approved was wrong. That was it. That was the extent of the phone call. I called customer service again I've now spoken to 4 people at Ashley's and 2 at Tempurpedic all of which told me I was within the return window. But if the store won't do it then there's no further recourse. The mattress itself was ********, the base was ********, the protection plan was ****** and the cooling mattress cover was ******, this is ******** for a bed that doesn't really merit a good review. Couple this with the sales team misrepresenting themselves and acting without integrity, I just want my money back at this point.
Business Response
Date: 10/25/2022
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. The consumer's request for a return has been denied. Attached is the consumer's paperwork, signed by the consumer at the time of purchase that states there is a no return and no exchange policy on all mattresses, foundations, pillows, and protectors.

However, we can approve a reselection of the mattress only. Once the reselection has been processed, the consumer will be able to go into the HomeStore and pick a mattresses of equal value, and the HomeStore will coordinate the pickup and delivery of the mattresses.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Initial Complaint
Date:10/14/2022
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 15, 2022 I visited the Ashley Homestore at ************************************************************************. I purchased a bedroom set, including a mattress. I tested the mattress in store and was satisfied with the firmness of the product. Immediately upon delivery of the mattress I noticed that its firmness was much harder than that of the mattress I tested in the in store. I called Ashley Furniture (corporate) and was advised I needed to wait a 30-day period, and then file a claim to have a technician come out to evaluate the mattress. I waited 30 days, only to be told that there is no returning of mattresses in ********** and I needed to have contacted them sooner...which I had done. Ultimately a technician came out and did nothing more than photograph the tags on the mattress, which I had done and sent to Ashley representatives in the very beginning. I was then told by a supervisor at Ashley Furniture corporate that the salesperson should have advised me that the mattress would be harder than the one in the store, because the mattresses in the store are tested out so regularly that they begin to sag. This information was never relayed to me. That same supervisor told me I needed to speak with the store directly. They do not answer the phone, and I have sent multiple text and email messages to which I have never received a reply. I have spent countless hours on the phone with multiple representatives and supervisors, and I get a different answer each time. I have filed two disputes with ******************** with whom I financed the purchase, and they continue to find in favor of the merchant despite the fact that I have never been contacted by a member of their review team. It has been nearly five months and I have a brand-new never-used mattress sitting in my home that I cannot use because it is SO hard. I am a single mom and I waited three years to buy myself a furniture set. I need help - I just want to return this mattress, it was absolutely falsely advertised.
Business Response
Date: 10/23/2022
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: 10/31/2022
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
I was contacted by the business and was offered $800 to keep the mattress that I cannot use, which is approximately 25% of what I paid for it OR a replacement that would require me to go into the store and test mattresses. The mattresses in the store room are obviously not reflective of the actual quality of the mattress once delivered, and as such, I explained that this does not work for me. I requested a full refund and removal of the unusable mattress from my home. I was told that the corporate office would not approve this, though the store representative did not inquire. It would cost the store the loss of two mattresses versus one if we went through the replacement processwhich, by the way, I was told is not a guarantee and requires an approval process. If the store would refund me for the falsely advertised product, they would save themselves the cost of the replacement process.

Regards,

***************************
Business Response
Date: 11/06/2022
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 the store to resolve this complaint and apologize for the delay.

Regards,
Ashley Furniture *********** ****
Corporate Office
AN
Customer Answer
Date: 11/12/2022
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
There is no response or resolution included in this message and I have not been contacted by the store.

Regards,

***************************
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. The sales manager advised that the store offered the consumer either a keep-as-is discount or a reselection for a different mattress, but due to how long the mattress has been in the consumers home, there is nothing else they can offer.

Regards,
Ashley Furniture *********** ****
Corporate Office
AN
Customer Answer
Date: 11/26/2022
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.

Store representative **** stated that the mattress maker will refund Ashley, so I asked for explanation of why then I cannot be refunded. The mattress has been in my home this long because of Ashleys failure to address the situation until BBB got involved. I requested contact by ***** supervisor, I was told he will contact me. I am still waiting, with no contact. **** is very agitated when speaking with me, which makes communication very difficult.
Regards,

***************************
Business Response
Date: 12/03/2022
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 store management to resolve this complaint and apologize for the delay.

Regards,
Ashley Furniture *********** ****
Corporate Office
AN
Initial Complaint
Date:10/14/2022
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.
***** ********
We went into the Ashley Store in *********** at ***** ***************, ***** with the express purpose of buying a chair that reclines for my wife. She has neuropothy throughtout her body and needs something that she is able to sleep in. The store kept calling my tenants phone number at my old address. I had ordered furniture from them when I lived there. I told them in the store that my address and phone number were wrong in their computer and what I heard was "don't worry I'll fix it. Well that didn't happen. Anyway,we got the chair on September 21st and noticed two white marks that didn't come off. So I immediately called the store and they said they would send out a technician. That happened on October 4, 2022. That gave us enough time to recline the chair and have her sleep in it. When the technicians got here we told them that the chair was not suitable for sleeping and I would like a refund so we could go elsewhere to get a chair she could sleep in. We were told by ***** in the store that Ashley DOES NOT HAVE A RETURN POLICY. Their web site says different. I told them this was for medical reasons but that made no difference, I finally ended up asking for the store manager who's name was **. I explained to him what had transpired and he said it needed to be escalated. He said it would take a couple of days. Since then I have received a request from customer service asking for 360 degree pictures of the chair. That was on the 10th of October. After three days of hearing nothing I wrote to customer service asking if there was a decision as of yet. Haven't heard anything so far.
Business Response
Date: 10/24/2022
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 them to resolve this issue.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 10/24/2022
[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:10/09/2022
Type:Customer Service 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 have purchased tempur pedic mattress set with tempur pedic pillows for me and my mom. I was given Ashley gift card for $100 to use in Ashley store. Yesterday I went on line to purchase tempur pedic pillow and I was told by the person in the chat that I need to go to Ashley store to purchase it. The total amount including tax was $95.98 I went to Ashley store in Northridge, ** today and was told that the manager that gave me the card is no longer there and I can only use it on Ashley products not tempur pedic pillows which they carry and sell. I have been on the phone for hours and was told by the corporate office / customer service to try to find ********************************************* that will honor the $100 Ashley gift card for the tempur pedic. I was misinformed when I purchased the tempur pedic mattress from Ashley and the gift card does not indicate it is only for Ashley products. I am asking for $100 refund so I can purchase the tempur pedic pillow from anywhere or honor my $100 for the tempur Pedic pillow that I want (tempur cloud+ cooling queen) . On line for $98.99 and I was given 15% discount for signing up for Ashley's emails . Total price online including tax was $95.98
Business Response
Date: 10/18/2022
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. We are currently working with them to resolve this concern and apologize for the delay.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 10/19/2022
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 not received a call or email from Ashley store regarding solving the problem.

Regards,

***************************
Business Response
Date: 10/24/2022
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 have been advised that the gift would only be for Ashley products, which would exclude Tempur-Pediic products.

However, we will offer the consumer 100$ off their next online order, which would include Tempur-Pedic products. To use this 100$ discount, after the consumer places their next online order through Ashley Furniture, the consumer would contact ******************** and provide their Sales Order Number (it will begin with 725) and BBB Case Number ********, and the agent will apply the 100$ discount.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 10/25/2022
[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:10/05/2022
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 have purchased a couch through Ashley in Northridge, CA. The sales person sold me the couch by convincing me that if I buy this couch with the insurance that it will cover any damages rips/tears/waste etc. I filed a claim for damage done to the couch through ashleys and the insurance. Ashley said that my insurance should cover so did the sales person in ashley. The insurance company told me that this is not possible and is not something they will cover after they came and saw the couch.This is sadly very old sales tactics to just throw out everything to sell a couch, I would highly suggest that employees get more informed for what they sell or advertise. In addition, I did go back to the same store and asked about the damages and was told that it will 100% be covered which it wasnt. Unfortunately I have been referring many people to Ashley over 4 people so far that purchased furniture only to know I was being sold by words. It has been a very frustrating few months that I am trying to figure what to do since both ashley and the insurance company is not helping. But I do blame ashley for selling words and was told that it is covered.
Business Response
Date: 10/13/2022
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 the Furniture Protection Plan. They stated the following: Upon further review of the technician report and photos, there has been accumulation of stains and damages throughout the customer's sectional. According to the tech report issued: Tech successfully inspected sofa and found stains throughout are accumulated, LSF side of armrest fabric is totally ripped off, RSF armrest fabric is ripped.
Being that the damages are accumulative, we are not able to overturn this denial or proceed with this customer's claim. We can only refer customer to a local technician for out of pocket repairs.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 10/13/2022
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.

First of all the company took two weeks to come, my complaint was to fix the tears. They cannot just assume that its accumulated damages to get away with it. Any sofa after awhile would have regular stains, in fact the sales person at ashleys told me it will cover no matter what even if it stains. However, this being said you can leave this compaint as it is, and maybe better inform your sales team when selling products to not talk and give extra information that is not true like the insurance we provide with it covers anything no matter what etc I have already talked to the insurance company and they are getting away with it by making up that it was accumulated or choosing to say that. Therefore, Ashley is responsible for selling things that are worth less to convince people to buy. That was the only reason why I brought from Ashleys. So please come up with a resolution so this can be resolved.
Regards,

*********************
Business Response
Date: 10/17/2022
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.Per GBS, the consumers claim has been denied due to accumulative damages; we have attached their terms and conditions. The consumer is also out of the 1 Year manufacturer warranty; we apologize for the inconvenience.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 10/17/2022
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.

Thank you for your response, I understand that they did not wish to accept it. My complain was for the tears, I only asked for it to be fixed nothing more. My main issue is the way Ashley used this insurance to encourage me to buy this product. Looking forward to this being resolved, I have been a long customer of **********************, and have been referring many people to the store.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Ashley Furniture HomeStore Stoneledge is BBB Accredited.