Complaints

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

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Ashley Furniture HomeStore Stoneledge has 47 locations, listed below.

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• 

  Ashley Furniture HomeStore Stoneledge

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Stoneledge

  1721 E Ventura Blvd Oxnard, CA 93036-1815

  
• 

  Ashley Furniture Homestore

  5055 S Montclair Plaza Ln Montclair, CA 91763-1512

  
• 

  Ashley Furniture HomeStore Stoneledge

  7770 Miramar Rd San Diego, CA 92126-4203

  
• 

  Ashley Furniture HomeStore

  4865 Auto Plaza Ct Fairfield, CA 94534-1637

  

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:10/03/2022

  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 MATTRESS AND BOX SPRING FROM STORE AND I WAS SUPPOSED TO RECEIVE A **** CARD WITH PURCHASE THROUGH EMAIL BUT NEVER RECEIVED. BASICALLY COMPANY DID A BAIT & SWITCH. STILL WAITING FOR EMAIL

  

  Business Response

  Date: 10/06/2022

  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. This was an offer through the company Elite Rewards. We reached out to Elite Rewards, and they have advised:
  
  A $56 reward voucher was emailed to **************** originally on August 26. We have just now re-sent the email manually to **************** coming from **********************************************.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:09/29/2022

  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 have bought my couch from Ashley Furniture store on 5/24/2020 and to ease my worries about unexpected occurrences, I have included a 5 year furniture protection plan. Now that I have been seeing a few damages like ripping of the furniture, cushion sinking, etc I have reached out to their protection plan company and they have denied my claim.

  

  Business Response

  Date: 10/06/2022

  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 GBS/Protectall, the extended warranty company. They have advised The consumer called in to report tear / rip to the seat casings of the sectional sofa. The consumer sent in photos of the damages for review. We advised the consumer that per the terms and condition of the protection plan splitting of seams or stress tears is excluded from coverage. Failure or loosening of threads or splitting of seams, loose or unattached fringe, unraveling of edges, stress tears, loss of foam resiliency, spring or coil damage, damage to zippers, pilling or fraying of upholstery or Area Rugs or any stains or damage to the seat platform (the area directly under loose seat cushions) cloth.
  
  Since the consumer is outside the one year manufacturer warranty and that GBS/Protectall has denied their claim, we cannot assist further.
  
  If the consumer wishes to cancel their extended warranty and receive a pro-rated refund, they would have to contact GBS/Protectall at **************.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a TV stand from Ashley furniture on ***************************************************. When talking to the store representative, I was offered setup and delivery. I paid for this, as I didn't want to handle the setup myself. The fee was $69.99. However, when my TV stand was delivered, the delivery men simply walked in, set the box on the floor, and left. This box would have normally fit in my car, and the Ashley store is only 2 miles from my home. I would have never paid for setup if I knew that their version of "setup" was just leaning the box up against the wall. I showed the delivery men that my receipt included setup, but they declined to perform the setup and told me to contact Ashley furniture to resolve it. When I talked to the Ashley store representatives, they assured me that I would receive a refund for the $69.99 fee. However, 2 weeks have now gone by. I have called them many times and showed up to their store in person multiple times. The store representatives have assured me that I will receive the $69.99 refund, however, I still have not received it, and they cannot provide me with any sort of ETA on if/when it will arrive. At this point, I'm starting to think that they're hoping that I will forget about it. This issue has not been resolved.I ended up having to perform the setup myself. So I paid $69.99 for labor that I did myself. I would like this $69.99 setup fee refunded.

  

  Business Response

  Date: 10/04/2022

  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 was refunded the delivery fee on 9/26/22, we have attached the refund receipt; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

  Customer Answer

  Date: 10/04/2022

  [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.

  Thank you so much for looking into this! They expedited the process after the BBB reached out. I have received my refund now and everything is in order.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I complained to you about this months ago. #******* Ashley told you they would credit my acct. for the amount in question.Big surprise, they failed to do so!Can you help?Thanks!

  

  Business Response

  Date: 10/02/2022

  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.There was an issue with a chargeback on the consumers account that was preventing the refund from processing, but we are working with the finance team to get it resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 10/02/2022

  [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. But, I'll believe it when I see it!
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:09/21/2022

  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.

  My apartment manager bought several items for units at ************************************************ totaling thousands of dollars from Ashley Homestore at *************************. on in April 2022. The seam ripped on the top of one of the cushions in the Macleary Loveseat shortly thereafter. I've been attempting to get it repaired for over 2 months because it's under warranty. The case # is ********. I have over 15 email, text, and phone correspondences. They no showed to 3 scheduled appointment times and inconvenienced both my manager and tenant. I finally got a hold of them after multiple attempts and on August 3rd 2022 ***** said by voice text they would send a cushion replacement in 5-7 days. I have not received any cushion and the store manager ***** won't return calls. ***** not longer returns calls. Sales customer service ***** also will not return calls. My tenant has had to live with a ripped ******* his entire tenure at my apartment complex. I need this fixed asap. It is not fair to ask someone to pay for a nicely furnished apartment and make them live with a ripped cushion. I'm tired of wasting my time on this issue. All correspondence should be done through me since I have changed managers. ***************************** ************ ***************************

  

  Business Response

  Date: 09/30/2022

  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 09-30-22.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:09/21/2022

  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.

  We bought furniture back in Feb 2022. The coffee table to till this day has not been delivered. The delivery date was been postponed by the store. the furniture cost has been paid in full, but the delivery of the furniture is not yet confirmed. Every time we call the store "we are working on it". We want them to either deliver our furniture or reimburse the money which was charged on the credit card and the cost for our time to call them every week.

  

  Business Response

  Date: 10/02/2022

  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 delivery on 9/24/22.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/6/22 my husband and I purchased furniture with Ashley's Furniture (********************************************************* *****) expecting a $347 gas card as part of their memorial day sale. After many weeks having not received our gas card in the mail, we called the store and spoke with the store manager at the time, ******, on 7/29/22 who acknowledged that we were in fact owed $347 in a gas card however he noticed the discount code was not applied at the time of the transaction and was the reason the gas card was not sent. ****** informed me that he could not provide us with the gas card anymore since it has to be done at checkout. Because of this, ****** said we could "come shopping any day and get $347 in credit in exchange for the gas card." This was upsetting as the gas card sale was a contributing factor to making a purchase for our new home with Ashley's Furniture. Since this conversation, my husband and I have gone to the store four times in an attempt to use the "credit;" however we have been turned away each time because "****** is the only manager that can approve that transaction and he is not here today." My husband and I work full time, have busy lives and continue to waste our time with Ashley's Furniture without any resolution, thus we would like to report this store to the BBB for assistance with this matter.

  

  Business Response

  Date: 10/02/2022

  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 store issued a refund of $379.21 back to the consumer's original form of payment; it may take up to 2 billing cycles to reflect on statements.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  

  Customer Answer

  Date: 10/05/2022

  Better Business Bureau:
  
  Thank you for your assistance with this matter. 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:09/21/2022

  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.

  3900 *************

  I purchased a new couch along with the 5 year protection plan from an Ashley store on 1/1/2021. Only 3 months in, my couch cushions began to show extreme wear. The covers tear and rip so easily. I'm in a home with only 2 adults, no kids and a couple of pets and I have a tear or rip at the seams, zippers and various spots of every single cushions on my couch. Within the 1st year I was covered under the manufacturer warranty. They came out twice and sent new cushion covers which have since fallen apart. Now I'm in my 2nd year of owning this couch and I'm dealing with the extended warranty company that just told me the won't cover 85% of my problems. I was sold and ineffective and expensive warranty after being told 'don't worry, it covers everything'. I was sold a terribly made couch and now I'm stuck with it. Even the warranty representative said he couldn't believe that there was no coverage for a couch coming apart after 18 months. I was lied to at the time of purchasing the warranty thinking I was protected.

  

  Business Response

  Date: 10/02/2022

  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. Within the consumers 1-year manufacturer warranty, we sent replacement cushion casing to resolve the cushion defect. We also offered a technician in January to install, but the consumer advised they could do it themselves. The consumer then filed a claim with their protection plan in August, outside of the 1-year manufacturer warranty, which was denied due to accumulation. The *** has communicated this with the consumer via email, but accumulation of damage or stains is not covered by a furniture protection plan. The damage must be attributable to a single occurrence. The *** did offer the consumer a technician that can provide a quote for service. The contact information is in the email they sent to the consumer in August.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:09/20/2022

  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 bought a mattress back on 5/28/18 with a ten-year warranty. The mattress started to dip and sag causing it to become uncomfortable so I called Ashley's to get a replacement. I called on 8/15/22 to report the issue and received case #********. A technician evaluated the mattress at my home on 8/23/22 and told me that I would receive a call to have it replaced. Since I never received a call, I called Ashley's again on 9/1/22 and 9/8/22 but I could never get a hold of a representative because they would hang up on me. I decided to go to the store on 9/9/22 where I originally bought the mattress in *********, ** (*************). There was only one representative available and she was speaking to a customer for approximately an hour. I couldn't wait any longer and left. I decided to call customer service again on 9/16/22 and finally got a hold of a representative who said they placed the replacement request and that I would get a confirmation via a text message. I never received a confirmation and it's been almost a month since I started this process. No one seems to care or take me seriously and it's upsetting that I can't get the service I paid for. I would like Ashley's to uphold the warranty and replace my mattress.

  

  Business Response

  Date: 09/29/2022

  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 informed them that they have a re-selection credit (CM *********) for the mattress that will expire in 60 days. The consumer may go in-store and pick out a new mattress and the store will coordinate pickup and delivery.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

• Initial Complaint

  Date:09/19/2022

  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 got furniture from Ashley Store located at ************************************************** on 05/14/2022 for an amount totaling $3786.80 with order nos ******** and ********. The sale rep had convinced me into buying morefurniture than I intended to mentioning that I would earn rewards on hitting a certain bill amount. I was also promised another rewards if I enrolled in the Financial program through *************** The rewards promised were a Master Card with a value totaling 10% of the purchase and an additional $200 Fuel card for enrolling in the financial program. I did both and the rewards cards were supposed to arrive 4-6 weeks after the delivery. Having not received any rewards after 6 weeks, I contacted Elite Rewards on June 24 and they responded it would take them 45 business days to resolve my case. After not getting any reply for 45 days, I sent another email to which they replied that the person handling my case had to leave the Elite Rewards unexpectedly, and also mentioned that my invoice didn't have the *ELITE.. listed on any of the SKUs that would signify that the purchase qualified for rewards. They asked me to get the invoice updated from local store and submitted to Elite Rewards.To get clarity, I tried reaching local store several times via customer service number unsuccessfully . Each time, It would connect to a customersupport representative after a long wait and the transfer of call to local store would fail no matter what. Later I went to the store directly. The new store manager available there did not have any info of my purchase qualifying for rewards, also the sales rep who did my sale was no more working with the store and had apparently only worked there for 2 weeks according to him. He continued that there is nothing they can do to help me with my rewards.Both parties seem to conveniently put all the blame on an ex-employee for missing rewards/delay in processing my case. Could someone pleasehelp me get a resolution in this regard?

  

  Business Response

  Date: 09/27/2022

  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