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.

close

Find a Location

Ashley Furniture HomeStore Stoneledge has 47 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/16/2022

  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.

  The transaction took place on July 17th, 2021 online. The couch was ordered correctly online as a left-arm facing sofa with right-arm-facing love seat: item#*******. I received the couch on 8/31/21, but they incorrectly sent me a right arm love seat and RIGHT arm facing sofa (making the couch unconnectable).I started contacting Ashley Furniture customer care daily (the first discussion was September 4th, 2021), and eventually, they finally came to pick up the entire couch on October 9th, 2021. INSTEAD, they only picked up the incorrect couch piece (right arm facing sofa). I was in constant contact with Ashley's furniture wasting hours weekly trying to get them to deliver the piece of the sofa I needed (left-arm facing sofa). Eventually, I was told on the phone on December 17th, 2021, that the item was canceled and I should receive a full refund. Months went by with no refund, and I eventually called on April 29th, 2022, and was told they would call me back the following week. On May 3rd, 2022, I was told that sales would call to schedule a pick-up day for the couch piece I still had in my possession (Right arm love seat) and once this piece is picked up then a refund would be issued. Unfortunately, no one has contacted me, and here we are in September 2022. In summary, I ordered the couch online in July 2021, half the couch was picked ** in October 2021, and since October 2021, I have not received the other piece of the couch or a refund. In conclusion, I am out $857.12 and have half of a couch sitting in my house over a year later. The desired outcome would be to receive a refund from this horrible company, and this nightmare can be over.

  

  Business Response

  Date: 09/25/2022

  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 online sales management. We have entered a return for the loveseat. Once it is ready to be scheduled for pickup, the consumer will be contacted. Once it is back in the warehouse, we will refund the consumer.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:09/16/2022

  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 ordered a $4000.00 dollar bedroom set from ****** furniture in ********, ** on 8-29-22. I was told delivery would be on 9-11-22. I agreed and paid them $662.83 for confirmation #*********. Since the contract was signed, they have rescheduled my delivery twice with no delivery date available for my order.I decided to cancel my order since they cannot provide a delivery date for my order. I sat on hold for over thirty minutes with customer care just to be told they cannot help and I would have to contact the store. I called the store and was placed on hold for another thirty minutes just to be rerouted back to customer care. I called the store again and tried to cancel and they said they cannot refund the money until their truck drivers get the product in their warehouse and they do not know when that will be. I feel that ****** Furniture has reneged on their end of the deal and has stolen money from me. Please help.

  

  Business Response

  Date: 09/22/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to 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:09/16/2022

  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.

  On September 11th I went into Ashley's Furniture store to purchase some furniture. I was given the option to finance with Ashley's which I agreed to because of the 0% interest for 24 months. I was accepted for $4,000 and the manager, ****, asked if I wanted her to increase my credit, I replied NO. I told her that anything over the limit I would pay with my debit or credit card. The sales person, ******, then informed me that the manager, **** increased my credit without my authorization and added insurance for the mattress I bought without informing me. Second, I purchased a desk and was told I could cancel up two days before delivery, delivery was stated as 9/15/22 so on 9/13/22 I went into the store to cancel the desk and exchange the foundation for my mattress from a 9in to a 5in (delivery date for foundation is 9/16). I was rang up for a new order and when I asked about the additional $410 I was being charged since it was an even exchange the manager **** said she would adjust the price later and email me a receipt because "customer service" was closed. Same for the desk, she said she couldn't cancel the desk because customer service was closed, but would cancel it and email me. I called her at the end of the day on 9/13 to follow up on the receipts and she said she would call me back. Today, 9/14, I called was placed on hold for 10 minutes and told she'd call me back. I decided to call customer service and they told me they couldn't cancel the desk because the request had to come from the store. Additionally, in my order there was two foundations, the 9in and 5in, being delivered on 9/16 because the 9in was not cancelled. The manager stated that once its delivered there's nothing they can do and it seems as if they're waiting for the delivery date so I am stuck with these item and am unable to return them. The manager still has not returned my calls and is unwilling to speak to me when i call the store for an update.

  

  Business Response

  Date: 09/23/2022

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

  Customer Answer

  Date: 09/23/2022

  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.
  
  The response was just corporate saying theyd reach out to the store and no other information on the actual issue.
  
  Regards,
  
  *****************

  

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

  Customer Answer

  Date: 10/03/2022

  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 below.
  
  Again, they arent addressing my concern theyre only stating that corporate will reach out to the store 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 10/08/2022

  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: 10/10/2022

  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.
  
  Theres no actual solution to my complaint. Just an automated message . 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 10/14/2022

  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 by our ************************** that currently there is a chargeback on the consumer's account totaling ******, and we will not be able to assist further until the consumer contacts their financial institution to get that resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:09/14/2022

  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 09/02/22 I purchased over 11 thousands dollars of furniture at Ashley Furniture. Delivery was scheduled for 09/07/22. I was told the driver did not have the proper vehicle registration to deliver on an Air Force base, and the delivery was rescheduled for 09/15/22. On 09/12/22 I called customer service to ask them to remove the mattress from my order as I had the opportunity to sleep on the same brand of mattress for 5 days and had the worst night's sleep. The customer service representative said, "No problem we can take that off your order" and I was given a confirmation number. On 09/14/22 at **** I received a call from ***** telling me that my furniture would not be delivered until 12/01/22. Following her voicemail, the sales person *********************** called me and told me that if I did not buy the mattress I would be charged more for the items I had already paid for. Then texted me an order with the new price of all the furniture, which totaled 5 thousand dollars MORE than the price I had already paid. I called **** and he told me that I would not get my furniture unless I paid and additional 5 thousand. I stated that he needed to honor the price I had already paid in full. I then spoke with ***** who told me they could not find my furniture which was to be delivered the follow day. I asked how do you lose a couch, bedroom set, dining room table and 6 chairs? I was told they have a huge warehouse and it's hard to keep track of everything. I was told I would receive a call back as to the location of my furniture. I spoke with a very friendly and apologetic ******************************* at corporate who informed me that my entire order had been canceled by the store, and there was nothing she could do for me, and advised me to go into the store. At this point Ashley Furniture of ********** still has my 11 thousand dollars and I have no furniture. I expect Ashley Furniture to honor the prices I paid for and deliver my furniture.

  

  Business Response

  Date: 09/19/2022

  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. They have advised that they have gotten the consumer's concerns resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:09/12/2022

  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.

  On 1/26/2022, my partner and I purchased a Tempur Pedic ********* Breeze mattress and adjustable base. The total amount was $7,387.98, without taxes. The bed was delivered to us by a 3rd party. They were in such a rush that we did not have a chance to inspect the items. The delivery guys had us sign for the merchandise, then they immediately ran off. The next morning, after sleeping on the Tempur Pedic mattress, I woke up at the bottom of the foot in other words when the bed is in a reclining position it does not conform to the adjustable frame. Does not bend. The mattress was extremely uncomfortable and hard. I called *******, the sales associate regarding the problem. She advised me that they would be sending a technician to inspect the bed. To this present day, nothing has been resolved. After scheduling an appointment, the technician never showed up or called. We just kept getting the run around. On March 14, 2022 we went back to Ashley furniture store and spoke with a manager, his name was ***. We explained the issue to him, and also provided pictures of the mattress. *** compared our pictures with the mattress on the store. He said, oh, the mattress does not bend. We will schedule a technician. The *** and I had several conversations, however, he continued giving us unreliable information. Each time *** would tell us we were scheduled for an appointment with a technician, the result was consistently the same, no show, no call. Again, to this present day, no resolution. Ashley furniture store did nothing for us. This is unacceptable! Ashley furnitue store had no problem collecting our $7,387.98!!

  

  Business Response

  Date: 09/20/2022

  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 items being Tempur-Pedic, our technicians do not specialize in that brand. The consumer will need to contact Tempur-Pedic ************* Opt.3) for further assistance. We reached out to the consumer via email with this information; it may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:09/12/2022

  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.

  I ordered the furniture at March, the sell told me the furniture would arrive at April, last will be May.They use use short wait time to make me purchased the items, however they cannot make it happen. I cleared states that since the online order will cost less and i dont have to open a credit card for this faster delivered, can you promise me that they will arrive on time. He stated yes. However it didnt arrive on time. I contacted with online agent couple of weeks ago. the agent said it is delay now, mentioned that people will contact with me thru email. However they only send the email to me say your order will delay. I cannot even track the order location.and recently i just saw the same items that got discount from laborday's sell which is make me very upset. I am hoping ****** can let me know when is the delivery date and match the recent discount rate.

  

  Business Response

  Date: 09/20/2022

  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 our ******************** team. The consumers items are affected by manufacturer delays and are estimated to arrive at the warehouse at the end of December/beginning of January; we apologize for the delay. We will not be able to apply the Labor Day sale, however, we will be happy to offer compensation for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/20/2022

  [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.  However I wanna know what the compensate Ashley will offer me? 
  
  Regards,
  
  *****************
  

  

  Business Response

  Date: 09/26/2022

  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 will be able to offer compensation once the order has been fulfilled; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/26/2022

  Better Business Bureau:
  
  Thank you so much to help me solve the problem in reference to complaint ID ********. The business states that they will deliver furniture around December/beginning of January and compensate me the delay. But the business is ambiguous about the compensation. i wonder can this case close after I receive the furniture on time and got the right amount of compensation? Thank you again
  
  

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

  
  

  

  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. Due to the order being open, we are not able to offer compensation at this time. Once the order has been fulfilled, we will be happy to offer compensation for the delay; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

• Initial Complaint

  Date:09/12/2022

  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, sofa, love seat, and reclining chair, from Ashley Homestore on 10/27/21 in ******* **. I purchased the three items for $4924 which included a 5 year warranty. We have had multiple problems with with all three pieces since the day of delivery. We have reported each issue. The last issue was reported on 7/25/22 due to the loveseat leaning. On 8-22-22 is a technician came out and advised the loveseat was unrepairable due to wood disintegrating and advised it needed to be replaced. I waited 3 weeks and recontacted Ashley Furniture three times and they finally advised it was an extended warranty issue. It hasnt even been a year. I contacted the extended warranty department and they advised it was a manufacture defect. Both the reclining chair and sofa have had to have both motors replaced and the sofa has since failed. At this point I am requesting and have a question in full refund due to the amount of issues we have had. Ashley HomeStore has declined and I have also not responded to the replacement of the loveseat. Please assist anyway you can.Delivered 11/05/2021 Reported sofa arm foam problem to delivery.Called and reported on 11/5/21 the foam.Reported called foam and grinding for recliner on 11/12/2021 Tech came out 12/28/21 wrong part ordered for foam, replaced part under recliner.4/11/22 tech wrong pt 4/30/22 wrong part sent 5/12/22 email advised I was outside the 1 year warranty. 6/8/22 wrong replacement part sent 6/9/22 replacement part sent out 6/24/22 tech 7/25/22 reported loveseat (leaning when reclining)8/12/22 Tech advised loveseat was unrepairable. **** had disintegrated.9/2/22 Tech came early (9:13am), not in ****pm time frame.9/2/22 said they couldnt find loveseat issue GBS WARRANTY ************ Protectall.gbsent.com Claim #****** 7-25-22 Reported to Ashley 8-12-22 Ashley Tech came out- advised unrepairable 8-12-22 ************* 8-17-22 GBS advised they havent received report or photos

  

  Business Response

  Date: 09/19/2022

  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. They have advised that they will reach out to the consumer to discuss a resolution.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/19/2022

  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 been advised on multiple occasions from the escalation department that a supervisor would return my call. I never received a call back. Since the day I purchased the furniture they inputted my cell phone number wrong. I called at least 6 times to have them change in and was sent to their dispatch **** to ensure the number was changed. I will speculate that the number is still wrong. They will advise they tried to contact me but due to the number being wrong I probably didnt receive a call. I have done everything in my power, call, make appts, try to talk with supervisors, in order to reach a resolution. The number that needs to be called is ************. At this point I have and will continue to ask for a refund as it hasnt even been a year!
  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/21/2022

  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. An even exchange has been scheduled for the Loveseat. The HomeStore attempted to reach out the consumer at the phone number provided in the last rebuttal to go over the details of the exchange *************.) but they advised that the number wasn't working.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/21/2022

  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 appeal:

  I called Ashley Home Furniture ************* on 9/21/22 at 12:45 and once again they advised they had the incorrect telephone number associated with my account as ************. The agent once again assured me that she had changed it to the correct number of ************. The representative then scheduled the exchange of the sofa. Can you please have a supervisor call me at ************ please. I am requesting a refund of all three pieces.

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

  

  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. An even exchange has been scheduled for the Loveseat. The HomeStore attempted to reach out the consumer at ************, but haven't been able to get ahold of the consumer to discuss a resolution.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:09/09/2022

  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.

  08/21/2022 Ashley Store at: ****************************************************************************** $2459.12 (complete bedroom set, upgraded mattress as suggested by salesman, mattress cover, 5 yrs. ext. warranty, recycle fee (?), set up and delivery).We returned to store on 08/26/2022 and met with Mgr. ********************* + salesman *********************, they agreed to replace very thick premium mattress (it cannot be used) with a 6" high one. My wife tried to sit in the edge of the bed after delivery and slid down to the floor. She cannot climb to this bed; the total high is: 31 inches from the floor. A 6-inch mattress will be OK.Elderly wife cannot use bed (too high) and is forced to sleep in a sofa, since 08/24/2022 awaiting mattress exchange. Went back to the store twice (08/26 and 08/31) called the store three times (08/28), called customer care three times (08/29, and twice on 09/02). I found out that the original customer case/complaint number #********, was closed unresolved (?); I requested to reopen it, and I was assigned a new case number: #********, on 09/02/2022. I was asked again to wait another 72 hours for response. My wife has health issues, and she suffers from sleeping in a regular sofa, she cannot keep waiting for a decision that the company most likely won't honor. Once the sale and product up sale is done, Ashley completely disregard legitimate customer issues and in this particular case involving a 79-year-old lady and by them knowing her physical limitations, wouldn't be a case of elderly abuse? OUR REQUEST/DESIRED RESOLUTION:A) Exchange of the mattress as explained above (they take away the original mattress)B) Price adjustment (credit) for the lower price mattress to be delivered C) We are also requesting to void and refund the "5-year furniture protection plan" ($169.99) which nobody explained to us, and we doubt the value of this additional revenue for this unethical store.The process of resolving a complaint is complicated and ineffective. Thank you

  Customer Answer

  Date: 09/14/2022

  As of yesterday, 09/12/2022, my local Ashley store's general manager offered a "courtesy credit" but only if I apply the credit to purchase any item from the store. The store won't take the furniture back, so it looks like I will be stuck with a brand new bed ($1079.99 + tax), a brand new mattress ($599.99 + tax), and the cost of a 5 yrs. furniture protection plan ($169.99). The total height of the bed frame plus mattress we purchased, make them unusable for my elderly wife. 

  I am attaching the latest email I received which lacks details about the refund/credit?.

  Finally, I have emailed ************* again to find out if I could use the credit/refund? towards the purchase of a low profile bed frame which is only being sold on-line. At the time of this writing I am still waiting for their response and as soon as I get it, I will let you know.

  Thank you very much for your assistance,

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

  Customer Answer

  Date: 09/15/2022

  Attached is my latest email to Ashley ************** but I haven't received a response yet. However, I found out a refund to my wife's credit card in the amount of: $754.54 (copy attached). I still don't know the details of the refund, since no explanation was given. I think this will hopefully end the twenty five days "battle" with this merchant. Next time, we will be a lot more careful with major purchases. I wish to thank you for your concern and motivation to help us out.

  Would you please let us know how this particular company responded to you?

  

  Business Response

  Date: 09/19/2022

  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 we have refunded the consumer ****** back to the original form of payment. Please allow 1-2 billing cycles for the funds to reflect back.
  
  We have attached a copy of the refund receipt for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept the resolution in order to end this issue.  
  

  However, I am still not sure what are the items included in the refund. So far, no one has made it clear or properly documented it.

  And now, a final note regarding Ashley "premium delivery": We got the bed delivered and set up, and also: 2 mounting screws left over in one of the drawers, all the drawers' sliders were left loose without the holding screws, pieces of wrapping plastic and insulation foam left in the drawers and on the floor under the bed, loose screws securing the bed frame sides to the headboard assembly, and one brass s**** mis threaded in the back of the headboard.

   

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

  
  

  

  Business Response

  Date: 09/22/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. They have advised that the refund breaks down as follows:
  
  
  Refund processed 9-12-22 Total $584.54 to keep mattress as is and $169.99 return of furniture protection plan. Total $754.54 back to Discover ending in 8504
  
  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/22/2022

  [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:09/09/2022

  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.

  My name is ********************* and I am hoping you can help me out. Several attempts have been made to help resolve an issue as related to Ashley Furniture with no success. In September/October of 2020 I had purchased a bedroom set for my dad from the Ashley Furniture located at **************************************************************. Due to the high numbers in Covid at the time I had explained to the Sales Rep that my dad was a high risk patient and requested if the delivery team could take extra precaution when the deliver the set Upon hearing this the sales rep along with the store and sales manager had put in a note in system with instructions to the delivery about being extra careful due to my dads condition. At the time of the delivery the team did follow instructions that was put in the system at the initial time of the purchase, however they could not finish the setup because they had forgotten part of the set. Another date was setup for the delivery of the rest of the set including the setup. Once again the same instructions were put in the system when the original purchase was made. On the day of the purchase I had received a phone call from the team indicating that the delivery team was about 5 minutes away. During this call I had indicated that I had stepped out and that I should arrive at the house by the time they arrive. I had asked for them to wait for me outside until I get there. By the time I had gotten there I noticed that they were getting ready to leave. From the time of the initial phone call till the time I got the house it had been about 10 minutes. They had already entered the housing and finished setting up the bedroom set. This upset me because they failed to wait for me and at the same time failed to follow proper protocol. Due to this I was promised a reimbursement on the delivery and a $100 gift card.As far as I know the store employees including the sales manager and sales team have been very professional. I would love a phone call back at ********** to further

  Customer Answer

  Date: 09/12/2022

  When I filed my case I was not able to give all the details and wanted to pass it along to you.

   

  My name is ********************* and I am hoping you can help me out. Several attempts have been made to help resolve an issue as related to Ashley Furniture with no success. In September/October of 2020 I had purchased a bedroom set for my dad from the Ashley Furniture located at 2799 *********************************************************. Due to the high numbers in Covid at the time I had explained to the Sales Rep that my dad was a high risk patient and requested if the delivery team could take extra precaution when the deliver the set Upon hearing this the sales rep along with the store and sales manager had put in a note in system with instructions to the delivery about being extra careful due to my dads condition.

  At the time of the delivery the team did follow instructions that was put in the system at the initial time of the purchase, however they could not finish the setup because they had forgotten part of the set. Another date was setup for the delivery of the rest of the set including the setup. Once again the same instructions were put in the system when the original purchase was made. On the day of the purchase I had received a phone call from the team indicating that the delivery team was about 5 minutes away. During this call I had indicated that I had stepped out and that I should arrive at the house by the time they arrive. I had asked for them to wait for me outside until I get there. By the time I had gotten there I noticed that they were getting ready to leave. From the time of the initial phone call till the time I got the house it had been about 10 minutes. They had already entered the housing and finished setting up the bedroom set. This upset me because they failed to wait for me and at the same time failed to follow proper protocol. Due to this I was promised a reimbursement on the delivery and a $100 gift card.

  I did go back to Ashley furniture indicating how I was not happy with the furniture and I was asked how come I didnt reject the delivery at the time of the purchase. Only after explaining to them the whole situation that the General Manager along with the sales manager said they would see what they could do about the swap out. A store credit was given to me and was told to come back to pick out another bedroom set.

  Another set was chosen and the bedroom set was delivered and setup flawlessly in February of 2021.  At the time of the delivery the delivery team went out of their way. Once this was done I thought the matter was closed. In March of 2021 I received a phone call from Ashley Furniture corporate office customer service indicating that I had a credit of approximately $760 that could only be used at the store in ******. When I went to the store they claimed that there was no credit waiting for me. Immediately after leaving the store I did call Ashley Furniture corporate **************** and was told by them that there was credit waiting for me at the store. When I did explain to them what I had experienced at the store I was asked to call back on a weekday since it was the weekend.

  On April 1, 2021 I did speak with *************************, HCC Escalations Lead, who indicated that it usually takes 2-3 business cycles for it show up as credit statement on my Ashley Furniture credit card. Numerous attempts were made to follow up after this initial phone call with no success. I did end up speaking with ******************* who had misrepresented the facts of our conversation. I had asked to speak with her boss and each time I am given the excuse that her boss is either out sick or dealing with a family emergency or out on vacation. It has been over a year since i was promised a credit that I have not received. Instead of addressing the issue on the corporate level the blame has been shifted to the store where the original purchase was made. As far as I know the store employees including the sales manager and sales team have been very professional.  Every single time I have been at the store they have gone out of their way to help me out and shown nothing put professionalism. They are not the ones who called me indicating that I had a credit on file, it was a rep from the corporate office. In the past 2 months I have tried to call the customer service phone number at ************ and have come to know that my case has been closed. I would love a phone call back at ********** to further discuss this issue.

  
  

  

  Business Response

  Date: 09/15/2022

  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: 09/15/2022

  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.
  
  CORPORATE OFFICE HAS CONTINUTED TO BLAME THE STORE THAT I ORIGINALLY MADE THE PURCHASE AT. THEY ARE NOT AT FAULT. THEY WENT ABOVE AND BEYOND MY EXPECTATIONS. THE ISSUE I HAVE IS WITH THE CORPORATE OFFICE. IT WAS A REPRESENTATIVE FROM THE CORPORATE OFFICE THAT CALLED ME AND TOLD ME THAT THEY HAD ADDITIONAL CREDIT FOR ME AFTER THE ORIGINAL ONE HAD ALREADY BEEB USED. IT MAKES ME MAD THAT THE ***** STORE IN ****** ********** IS GETTING THE ****** THEY SHOULD NOT BE BLAMED. I HAVE EMAILS FROM REPRESENTATIVES FROM  CORPORATE OFFICE THAT INDICATE I SHOULD HAVE RECEIVED THE CREDIT WITHIN 2-3 BUISNESS CYCLES. ALSO I HAVE BEEN GHOSTED FROM THE MANAGER AT CORPORATE OFFICE WHO HAS MISREPRESENTED MY FACTS TO HER BOSSES.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/19/2022

  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. They have advised that we gave the customer a ****** in gift card and a refund back to synchrony in the amount of $ ****** that processed on 6-14-2021 to cover their delivery fees. The consumer left and he was good with the resolution,
  
  We will send the customer a ****** gift card, also refund the consumer another $ ****** to their **** card.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/19/2022

  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.
  

  The resolution mentioned to me in the response was for a different situation. There was another credit that was promised to me by ************************* on April 1st 2021 for the amount of 759. In an email from her i was assured that I would be credited to my syncrony account in 3-4 billing cycles. I have asked several times by her boss ******************* for a call back from her boss but have not received a call back yet. This goes to show how unprofessional the organization is at the corporate level.

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

  

  Business Response

  Date: 09/23/2022

  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 currently working with them to look into the credit, and we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 10/04/2022

  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.
  
  

  ASHLEY FURNITURE TIMLINE

         September/October 2020 Purchased bedroom set at Ashley furniture at 2799 *******************, ******, ** 95630

         October/November Partial Furniture delivered---Missing ************ to finish setup---Redeilvery setup for ************ in November/December 2020

         December 2020************ delivered. During the delivery drivers did not follow instructionsentered the household without me being present even though I had requested that they wait outside for 5 minutes since I had stepped out for work. Finished the setup and were ready to leave by the time I got to the house

         December 2020---*********************** and expressed my concerns and displeaseure about the deliveryCustomer Service apologized and offered 100 gift card and reimburse delivery**************

         December 2020/January 2021 went to Ashley Furniture store in ****** and expressed how I was not satisfied with the furniture. Asked why I didnt reject the furniture when it was first delivered and setup. Explained how the intial delivery didnt include all the parts and that another delivery was setup

         January 2021---Called-************** to express my displeasure about the the furniture and a store credit was given to go pick out an exchange

         January 2021---went to Ashley Furniture in ****** to pick out the other setall of the credit was used

         February 2021---Furniture delivered and setup---case was complete

         March 2021---Received a phone call from Ashley Furniture *************** from ************ indicating that I had a credit at the store located in ****** of $760

         March 2021Went to ****** Ashley Furniture Store to use the credit only to learn there was nothing available

         March 2021---*********************** ************** while at the store. Again told that there was a credit available but nothing was there

         April 1, 2021 Spoke with ************************* and was informed in both writing and over the phone that the credit would be issue to me in 2-3 billing cycles

         May/June 2021 tried to reach out to ************************* to get an update but no response via phone or email

         May 2021 spoke with *********************** about this matter and gift card and reimbursement that was promised in 2020. *********************** was unable to get a hold of *************************

         June 2021 Got a call from ************************* and her supervisor ******************* in regards to this matter. Was informed by ******************* that she would look into this matter

         July 2021--CurrentRepeatedly told that my issue was being looked into but facts were misrepresented by *******************. Have repeatedly asked to get a call back from her manager with no success

         August/September 2022 learned that the case was closed with no call back from Ashley furniture corporate office or any of the managers at their customer service

         October 2022received a credit of $100 on my credit card and a $100 gift card from Folsom store. For what reason I dont know.

         Surprised to learn that the Store in Folsom is being blamed for this issue when it was the corporate office who called about this

         Corporate office has failed to address the $759 credit that is owed to me per several employees at their corporate office

         Since $759 Credit was offered to me by corporate office and reaffirmed by several customer service rep at ********************************************* and reaffirmed by ************************* I am seeking that this credit be honored.

  Thank You

  
  

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

• Initial Complaint

  Date:09/07/2022

  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 was charged for a couch that I never received and in fact I had called and spoke to the manager the same day I ordered the couch to cancel my order due to the fact that I found one cheaper at ******** The manager informed me that my order had been canceled and that there was nothing I needed to do further. Now fast forward a couple of months later I get a charge on my credit card for $1000 I disputed it with them and the credit card company but they said because their is a signature and photo of the couch they cannot reimburse my credit card. The signature is not my signature and the photo is not my house. All I want is my money back. Thank you ***************************

  

  Business Response

  Date: 09/13/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. We were advised that the consumer provided all the order details in the HomeStore at the time of purchase, and we have attached the signed invoice.
  
  These items were delivered to the address that the consumer provided on 04-23-2022.
  
  We *** not have any records of the consumer attempting to contact us prior to the delivery date to cancel the order.
  
  Since these items were delivered to the address on the signed invoice and the 3 day return window has since expired, we will not be able to approve any returns, refunds, or exchanges.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD