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

470 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:09/05/2022
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.
Salesman upon signing assured us the delivery fee will be reimbursed. The 100 dollar deliver was not reimbursed. I call to ask about it and management told me their salesman lied to me.
Business Response
Date: 09/12/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to HomeStore Management. They have advised:

We found that at the time of purchase we had multiple elite reward promotions going on. The consumer was possibly under the impression they would get those rewards in the amount of delivery. After reviewing they did not qualify for any of those rewards.

At this time, we cannot assist any further.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Initial Complaint
Date:09/02/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Dining Set was delivered last week on August 10, 2022 without an Arm Chair. ******** was promised a couple of days later. In a week's time since then, 3 times it has been rescheduled. Today I got a call for the 3rd time from the delivery person that the chair is damaged. Each time I have to reschedule my appointments and meetings to accommodate the delivery. Here too the window is 4 to 6 hours, so practically my day is wasted waiting for the delivery to happen. I have lost 3 business days having to reschedule and accommodate the delivery time. And not once has Ashley apologized or offered to compensate. The next date promised is August 19 and I hope not to get a call on 19th to reschedule once again.I seek Refund of the Chair amount as compensation towards agony and time loss.
Business Response
Date: 08/31/2022
Good morning,

After further review, this customer did not purchase from our licensee. We ask this be removed from our complaints.

Thank you,
Customer Answer
Date: 09/01/2022
My Name: ***********************
Address: ************************************************************* 92887

Complaint against:
ASHLEY HOMESTORES
5055 *********************************************************** 91763

I bought dining set on Aug 6, it was delivered on Aug 10, without an arm chair.
After that for 3 times, it was rescheduled by Ashley, just an hour or less before delivery time.

I had to cancel my business meetings 3 times to accommodate delivery person. Each time, the driver just called and said we cannot deliver.
And Ashley person called to reschedule. No apology, no reason

I need to be compensated for my time loss, business loss and agony caused.

I expect at east $500 Refund and not Store credit as I do not intend buying from Ashley

Kandarp
Business Response
Date: 09/13/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. We reached out to the consumer via email; it may have gone to spam.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:08/31/2022
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 placed a order for a product via the online store on 8/22/2022. Thirty-five minutes later, I called and spoke to a representative by the name of ******** to cancel the order because I was unable to get a specific delivery date, and I placed my order with another retailer. I was told by ******** that the third party vendor would contact me within 2 business days to confirm i wanted to cancel the order. I advised, I was waiving contact and to just issue my refund. He stated this was the policy. I called on 8/23 to check the status, and was told the rep did not fully submit a the refund request. I have not spoken to anyone and today is 8/25/2022 and the pending authorization is still on my account which I have no access to. I asked multiple times to give me my money back and nobody has called or issued my funds back.
Business Response
Date: 09/05/2022
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 ****************** On 08-22-22 we did place a pre-authorization on the consumer's method of payment. After cancelling their order, that pre-authorization was voided on 08-25-22.

We have attached a screenshot showing the pre-authorization being voided for the consumer's records.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 09/05/2022
[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:08/31/2022
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 believe i bought the item online around march 2022 . i got the items and one was not put together and missing a piece. it took months and 2 different technican to try and fix it. ive wasted hours on the phone with ashleys and them not fixing the problem. when i finally got a delievery date for my product that i paid for months ago, they were sneaking and change the date.
Business Response
Date: 09/06/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Online sales management.We were advised that the consumer received an exchange on 9/2/22.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Customer Answer
Date: 09/06/2022
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: 09/06/2022
The delivery was suppose to be tuesday August 30th and u guys just made it into a new date without telling me. I made it for that date cuz I was home. And then u guys just switched the dates without telling me .this has been going on for months. Reference issue case # ********
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ************************* along with my partner ****************************We are asking for resolution on a large investment from Ashley Home Store, *********, **.We are disappointed with Ashley *************.Purchase Bedroom ******************** along with Adjusted ********** King *************** mattress onJuly 30, 2022. We believe the mattress is a defect or wrong sizes. We have owned a ********** bed and Mattress for years. The space from headboard to rail is approximate 5-6 inches open space. The ***** King ****** does fit The following week we visited with Ashley to complain along with pictures. We were advised that a technician along with exchange on mattress would be with serval day. Ashley reveals the mattress could be a defect or wrong mattress to fit bed.Resolution never occurred. Following week Tech called stated he Would be out , never showed are called. Called Ashley spoke with Sales person ************************* his response was he asked for management involvement. No calls from Management. Manager name is *****************Last week three weeks into trying to get resolution I spoke with Ashley ************* at Corporate Offices, supposedly someone from Technician will confirm visit for Friday, September 2nd. Hopefully we will get the service deserved and the visit from Ashley to concluded.Requesting your involvement please to bring closure.
Customer Answer
Date: 09/01/2022
Picture of the problem with our mattress complaint number:17794534, still no response from Ashley Furniture, store Manager
Business Response
Date: 09/03/2022
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. After the tech visit on 09-02-22 an even exchange has been scheduled for pick-up and delivery on 09-11-22. 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:08/29/2022
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.
2753 ******************** Center Dr
WE PURCHASED A TEMPURPEDIC LUXE ADAPT QUEEN ******** FROM ASHLEY ON 2.21.22. BASED ON MY UNDERSTANDING, THEY WOULD GIVE US BACK THE 10% REBATE 3 MONTHS FROM PURCHASE DATE. WE TRIED TO CALL CUSTOMER SERVICE BUT IT IS IMPOSSIBLE TO GET HOLD OF SOMEONE. I DON'T THINK THEY HAVE A CUSTOMER SERVICE DEPARTMENT AT ALL - I WAS CALLER NUMBER 143, CALLER NUMBER 234, ETC. I CALLED DURING MY BREAKTIME AT WORK AND WAS STILL ON HOLD LUNCH TIME. WE PAID $6806.77 TOTAL FOR THE **** I WAS SHOCKED TO FIND OUT I WOULD HAVE SPENT ONLY $5398.00 FOR THE ENTIRE SET (BASE & ***) WITH THE *** COVER FREE AT A TEMPURPEDIC STORE. I JUST WANT THE 10% REBATE THEY PROMISED ME WHEN I PURCHASED THE *** SINCE IT WAS A PROMOTION FOR PRESIDENT'S *** SALE. THE ***** REP WHO HELPED ** DURING THE PURCHASE WOULD NOT PICK UP MY CALLS ANYMORE. THE PURCHASE IS UNDER SALE#*********. I WOULD ALSO LIKE TO ADD THAT THEIR SERVICE WAS REALLY BAD - THEY DELIVERED THE ***** PIECE BY PIECE. THE *** COVER WAS DELIVERED VERY LATE. I HOPE THE BBB CAN HELP ME W/ THIS ISSUE. THANK YOU.
Business Response
Date: 09/01/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Elite Rewards. We were advised that the consumer was resent her voucher codes via email on August 30th and that the email from ********************************************** has been opened 6 times since it has been sent.

Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 09/05/2022
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 below.

I AM SORRY BUT I WOULD PREFER MY 10% REBATE IN THE FORM OF A CHECK TO BE ISSUED UNDER MY NAME. I DO NOT WANT IT IN THE FORM OF A VOUCHER FROM ASHLEY WHICH IS SUBJECT TO THEIR TERMS AND CONDITIONS. I ALSO BELIEVE I CAN ONLY USE THE VOICHERS FROM THEIR STORE. I HAVE NO INTENTION OF BUYING ANYTHING FROM THEM.
WOULD GREATLY APPRECIATE YOUR HELP ON THIS.
THANK YOU VERY MUCH.

Regards,

*********************
Business Response
Date: 09/12/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Elite Rewards. They do not issue the rebates via check, only through their agreed upon means per their terms and conditions. Elite Rewards have advised:

The customer was re-sent her voucher codes to her email on August 30.
I see the email has been opened 6 times by the receiver. As of now, her vouchers are valid in the system. She has the email in her inbox from **********************************************.

Since the consumer has been sent the vouchers, we cannot assist further.

If the consumer has any question or concerns about their Elite Rewards, they would have to reach out to them directly at ********************** or **************

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 09/13/2022
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.

I am sorry but I would not like to accept the vouchers sent to me by Ashley. They sent me a total of six (6) vouchers pretending it was me who failed to accept the vouchers. I would also like to point out a rebate should be done in one drop not installments. We were told when we purchased the bed we would get the rebate in full not installments and definitely not in the form of a voucher after 3 months. They should honor what they said.
Thank you for helping us with this issue. It is highly appreciated.

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 Elite Rewards. They do not issue the rebates via check, only through their agreed upon means per their terms and conditions. Elite Rewards have advised:

The customer was re-sent her voucher codes to her email on August 30.
I see the email has been opened 6 times by the receiver. As of now, her vouchers are valid in the system. She has the email in her inbox from **********************************************.

If the consumer has any question or concerns about their Elite Rewards, they would have to reach out to them directly at ********************** or **************.

Since the consumer has been sent the vouchers through Elite Rewards, we cannot assist further, as they have been sent the agreed upon to rewards.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 09/19/2022
Better Business Bureau:

Just to let you know I have called ********************* @ Ashley Elite Rewards @ #*********** but he did not pick up. Ashley is lying, I haven't opened the email or vouchers 6x. I checked it once and that was it. I don't know why Ashley continues to insist I accept the vouchers which they claim they sent to me which they never did until the BBB stepped in. Again, I would prefer to get the rebate/refund in lump sum and in the form of a check. How many times

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 Elite Rewards. They do not issue the rebates via check, only through their agreed upon means per their terms and conditions. Elite Rewards have advised:

The customer was re-sent her voucher codes to her email on August 30.
I see the email has been opened 6 times by the receiver. As of now, her vouchers are valid in the system. She has the email in her inbox from **********************************************.

If the consumer has any question or concerns about their Elite Rewards, they would have to reach out to them directly at ********************** or **************.

We cannot and will not issue the rebate vouchers in the form of a check. The consumer has been provided the Elite Rewards that she was eligible for.

Since the consumer has been sent the vouchers through Elite Rewards, we cannot assist further, as they have been sent the agreed upon to rewards.

We consider this matter closed, and cannot offer any more assistance.

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.
I wonder how many times i have to reply to the same message over and over again. They haven't sent me anything. I have not received anything from them. Can you tell them I am sick and tired of receiving the same message? I have said and I emailed them a couple of times what I want. They just do not like to give me my rebate. Please tell them if I do not receive my rebate or refund or whatever they call it within a month, I will file a small claims suit against them and call one of the local channels to expose how they do business.
I am sorry, it seems like we are running around circles here. Thank you.

Regards,

*********************
Initial Complaint
Date:08/24/2022
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 had submitted a claim with bbb and thought my problem was being resolved. As soon I submitted the complaint to bbb, Ashley sents an email regarding my issue. They never called me after I had attempted phone calls and no return calls from them. Ashley finally responded through email not phone call stating they were delivering the items. Once the day came the items which should had been for both sofas since I have issues with both since I submit the claim with ***** only brought 1 sofa for replacement. I spoke to ****** on August ******************************************************************* within 24-48hrs which has passes time frame and no one called back. Today 8/18 I get a voicemail from ******* at Ashley scheduling a delivery and to my surprise nothing has changed they are trying to send me only 1 piece instead of 2 that I was told from Ashley since June. I have 2 sofas that have been defective since day I bought them. This is my 4 complaint to Ashley furniture and have warranty for the sofas. I dont understand why someone from Ashley doesnt call to clarify anything but only sends email of delivery and doesnt clarify what they are delivering. I have submitted pictures of both sofas and all the claims I have done since day 1. They had said they were exchanging both piece when I spoke to the representative from Ashley and now they are just letting me know the agent i spoke with today told me after 3 months of this issues that they show I reported only one .which is a lie because I reported both and the fabric issues where on both sofas and tear on the other. To this point I have spoken to several Ashley furniture reps and everyone says they are going to call back and they dont. Bbb had a claim number which they closed since they also thought it was going to be resolved as well I did but that was not the issue that happened. Since then I have currently spoken to ****** 8/14 ***** 8/19 ******* 8/24 and ******* they all give different info.
Business Response
Date: 08/30/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. The consumer is scheduled for an exchange of both items on 8/30/22; we reached out to the consumer via email with this information.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:08/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/25/22 my wife and mother-in-law (******) went to Ashley Furniture in ******. My wife found a couch she liked and they purchased it with ******'s Ashley Furniture credit card. Sales order #********* for a total of $3996.80. Everything was delivered on 5/28/22 in boxes and left inside our front entrance. Over the next couple of days we were able to get everything out of the boxes and setup, but noticed the wedge was broken and one of the recliners was not working properly. My wife called the customer service number and told them of the issues and said she really wanted to either replace the couch entirely or get something different since it was defective and they said they had to have a tech come out and look at it before they could do anything and that was going to take a couple of weeks. At this point we were not very happy as a lot of money was spent to get defective product and now we had to wait weeks to have a tech look at it. Once the tech came he said the wedge was definitely broken and the recliner he fixed partially, but stated he believed the whole metal undercarriage needed to be replaced. I was with the tech and told him as this was a brand new piece of furniture and we already have to have one piece replaced and the other repaired we would really like to get something different or get a refund. At that point I was told our original call was not in the first 3 days (apparently it had been 4). This was the first time we heard anything about 3 days to return/refund as my wife and ****** had been told 30 days when they purchased. After the tech left nobody ever followed up with us to replace/repair the broken pieces and when we followed up we were told we had to call the warranty company (which we purchased) to get anything fixed,. We have tried contacting the local store and have never received a call back. We are now waiting for another tech to come out. We have now had the defective couch for 3 months and just want our money back.
Business Response
Date: 08/30/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to Homestore management. We reached out to the consumer via email informing them that their pickup is scheduled for 9/1/22. The consumer will need to reach out to their Furniture Protection Plan ***************) to cancel, we will then be able to process a refund for the amount provided by the extended warranty.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:08/21/2022
Type:Order 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 were suppose to receive up to $300 in **** credit which we never received. We followed up with Ashley and the *** Who was to issue the credit for furniture purchase .. they claim to hv send mail and said it expired but we never received any email .. even checked spam . Upon following up they didnt respond to our mails
Business Response
Date: 08/30/2022
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 and the Elite Rewards team. We are working with them to resolve this issue.

Regards,
Ashley Furniture *********** ****
Corporate Office
KB
Initial Complaint
Date:08/17/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased reclining couch and 2 chairs in Jan 2020 delivered Feb 2020 and bought the extended warranty as we were told it would cover everything. I reached out to warranty cause the lights have gone out on the couch and the cup holders get warm to the touch cause the lights are controlled by hitting the cup holders, We have unplugged the couch and can not use any of the functions with out power but are afraid that the electrical issue will or could cause a fire. The warranty says electrical is not covered but that was not what was sold to us and we paid for the extra warranty. I have went to the store where purchased no response and I reached out to Ashley via social media they asked for the information i send over and have not heard from them since 7-9-22 and i have sent repeated messages to contact me to resolve this issue. We were sold an extended warranty that would cover everything and its not true and I feel they need to be more truthful with the extended warranty. We would not have spent the extra $419.99 if everything especially the electrical to reclining items were not covered.
Customer Answer
Date: 08/15/2022
Ashley home store located at *************************************************** ************
Business Response
Date: 08/18/2022
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. A service visit has been scheduled for Saturday September 3rd. Based on the technicians findings during the visit, we will determine how to further proceed with a resolution.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 08/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is the first email I have gotten since the one that asked for and address to the store.

The company has not contacted me to set up the service and I am unavailable on Saturday Sept 3 rd.

This issue is NOT resolved at all

Regards,

*******************************
Business Response
Date: 08/29/2022
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to HomeStore management. A service visit has been scheduled for Saturday September 17th. Based on the technicians findings during the visit, we will determine how to further proceed with a resolution. A member of tech department will call the consumer ***** hours prior to the visit to confirm a time window.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD

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

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Complaint statuses

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Ashley Furniture HomeStore Stoneledge is BBB Accredited.