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 46 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 Stoneledge

  7770 Miramar Rd San Diego, CA 92126-4203

  
• 

  Ashley Furniture Homestore

  855 Ashley Way Colton, CA 92324-4018

  
• 

  Ashley Furniture Homestore

  12704 Amargosa Rd Victorville, CA 92392-7641

  

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:08/12/2022

  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.

  The Ashley HomeStore in ********* ** victimized ** with their Bait and ***************** Last March 23, 2022, we went to Ashley HomeStore in ********* ** with the intension of buying the following furnitures: 1. Sofa ******* ******* 2. Ottoman ******* ******* 3. Coffee Table T914-1 4. End Table T914-3 5. ************** ******* B446 The Sales person tricked us into believing that these items will be free if we buy the Tempur Pedic bed and frame fort $6,978.39. We agreed not knowing that it is just a trick. After a week the tempur pedic was delivered. After about a month, April 27, I got a call from the delivery warehouse to schedule for the delivery. I was told that the coffee table and the end tables were not included. Their reason was it was not available. I called the salesman to complain. I was assured that it would be delivered as scheduled. The furniture was delivered April 30 without the coffee table and the end tables. I called again and was told that the items were out of stock and ask me to come to the store to select another items for replacement. I went to the store May 3 and was told to choose a replacement furniture or get a refund of $0.0. I choose equivalent coffee table and night stands. But everything I choose the salesman said is out of stock and I will have to get a $0 refund for reason that it was free. I demanded for a full refund and that I will return all items they delivered for failure to commit with the agreement of delivering the whole package. They refuse and offer a $0 refund for the undelivered items. I left the store without getting a resolution from Ashley Furniture. All they want is a $0 refund for the undelivered furniture. I have reason that Ashley HomeStore is not working in good faith and is scamming customers with their "Bait and Switch Scam" for free furnitures but actually will not deliver them.I am filing this complain for Ashley to deliver in good faith what was ordered and bought or refund in full.

  

  Business Response

  Date: 08/18/2022

  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 store advised that the tables the consumer selected were discontinued. They are offering the consumer either a re-selection equal or lesser value or to receive gift cards for the value of the tables. We were also advised that the consumer did a chargeback on the down payment and was contacted by the store; they are responsible for paying the balance due.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a furniture from Ashley store during Sept'2021 located at *********************************************************************. They delivered faulty furniture. Its been almost 1 year when we bought furniture and filed cases with them. 1. They sent technician at home to fix the issue we reported. they ********* issue, but they created another. 2. After spending lot of time with them over the phone, and sharing picture at email address to which they sometimes not even responded. I was told that its my perception, to them thats not an issue. But to be honest, everyone who came to visit my place noticed that issue.3. I finally get to setup appointment on 11-Aug-2022. 4. Technician came over again to fix reported issue as introduced by first technician. After fixing, he said its fixed and to him its now looking perfect. He denied on my face and mentioned that both sides of sofa is looking same when it is not.we are still not satisfied with this fix and it can be very easily noticeable that left side arm of sofa is not same as right side arm. Since we took a credit card/loan to pay for brand new furniture, we were expecting customer satisfaction and quality ******************** which they are not able to deliver. I am very much disappointed with their statements. Its lot of time wastage talking to them over call.I paid in full for all other furniture and still owe 2K to credit card and was waiting till today (11-AUG-2022) for this issue to be fixed so that I can pay everything to credit card.I am not planning to pay now until I get notified on this case and i got fairly treated with either reimbursement or replacing product with new one.

  

  Business Response

  Date: 08/16/2022

  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 08-23-22. 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:08/11/2022

  Type:Delivery 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 2 end tables and one tv table 7/29/22 from Ashley HomeStore at ******************************************************************************. Delivery was scheduled and when they arrived they only brouoght one end table. After reviewing my order it was discovered there was an error. I tried calling for a couple hours, both the store and customer service. I also tried the chat feature on the website. Nobody answered the phone and the chat customer service person could not help and told me so. I drove back to the store in person. The manager at the door explained that I would need to hit option #2 in their automated phone system to trick it into thinking I wanted to place an order for new items. The phone sysytem would not allow me to reach the actual store because it recognized my ohone number and just wanted to give me delivery information on the order I already received. At the 2nd visit to the store I purchased the second end table, again, sceduled deliver, was given the salesperson's PERSONAL cell phone number and sent on my way. This was on 8/3/22, delivery scheduled for 8/9/22. Next I received a call on 8/8/22 that delivery would be 8/11/22. Today when I called to verify, the automated system stated 8/17/22. I paid for furniture and I am not receiving it. When trying to find out what the issue is I am not able to talk to a person. The automated system fells rigged to never resolve anyone's issues. I just want the furniture I paid for. I told them on 8/3/22 I would go and get it from their warehouse if I need to. Can anyone help me? please?

  

  Business Response

  Date: 08/16/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. The consumer received delivery today, 08-16-22. We have attached the delivery receipt for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/16/2022

  [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 ********.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/07/2022

  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 purchased my 6 seat corner console fully electric plus a center seat to the tune of $5000.00. About 18 months later the electric console unit went out. I called the insurance company and parts are obsolete. They replace it and sent two couches and two recliners, the two couches have recliners on each end, they callapsed, we called Ashley, they turned us over to the insurance company. They came out to check them and could not repair, also said they were refurbished. I was working with ***, manager at Rhonart Park Store. They kept saying they will call me back and the last conversation on August 1st was he will call me back and I recieved no calls. My wife is on 24 hour air and needs the recliner to sit up to breath. I told them I was willing to pay some if reasonable. The furniture is falling apart and we are sleeping or sitting downhill. Please advise by phone not email at ************ or my text my cell at ************. RHONART STORE MANAGE TELEHONE NUMBER ************

  

  Business Response

  Date: 08/15/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to the Furniture Protection Plan. We were advised that the frame is not damaged, however, they are experiencing a loss of resiliency. Per the *** coverage, the plan does not cover loss of resilience; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/23/2022

  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.
  
  This complaint is not about resilience as they replaced my factory warranty with a refurbished set as they said they could not repair after a store repairman said they were going to order parts and then finally told us it could not be repaired.

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

  

  Business Response

  Date: 08/29/2022

  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 are working with them to resolve this issue; we apologize for the delay.
  
  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.
  
  I received your letter of August 29th, 2022 advising the reply from Ashley Furniture.Your letter is asking for a reply within 10 days. My reply is we will wait for Ashley's reply to resolve this problem.

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

  

  Business Response

  Date: 09/10/2022

  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 will be reaching out to the consumer.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Consumer has not heard from anyone as of yet. When will someone be reaching out?

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

  

  Business Response

  Date: 09/16/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the store has contacted the consumer to resolve this issue.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/16/2022

  Hi *****,
  

  Thank you so much for returning my call on 9/15/22. I Decided to give GBS a call and try to get to the bottom of this dispute. I talk with Jefely and she looked into the problem and she was telling me that they are going to send in to get approval from insurance company and then to Ashley for a credit, they sold it to me on one living room set so will see approval of the two as a set.

  Thanks again,

  ************************** 

  Customer Answer

  Date: 09/22/2022

  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.
  
  

  Frank  has not heard from Ashley Furniture to this date.

  Please Advise.

  Thank you

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

  

  Business Response

  Date: 09/27/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We are working with them to resolve this issue at the store level. The consumer may also go in-store for assistance; we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Consumer still has not heard back from the store, or anyone from Ashley. 

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

  

  Business Response

  Date: 10/03/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the store has made attempts to contact the consumer without any success. The consumer will either need to go into the store or contact the store; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

  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.
  
  The consumer has again talked with ***, the manager at the local store, 2 days ago. *** said he would call the consumer right back, and he has not heard back from him. What else can he do to resolve this issue?

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

  

  Business Response

  Date: 10/15/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We are working with them to resolve this issue. The consumer may also contact the store.  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

• Initial Complaint

  Date:08/07/2022

  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.

  5/9/2022 Purchase date Invoice Payments = $2605.23. We were purchasing a reclining power sofa and a reclining power loveseat set. The furniture was delivered on 5/11/2022. Ashley Home store was promising that we get our delivery fee back via a Mastercard that would be received within 3 weeks of taking delivery of our furniture. We never received our $249.99 delivery fee in a Mastercard. Each inquiry resulted in telling us Any Day now or check back in a couple more weeks, or please wait until after 8 weeks, or sorry we dont have your information yet. Non stop deflection, with no resolution. Sales Order # ********* Ashley was running a promotion of free delivery that day where we would get our delivery fee of $249.99 back . It was not after several question that we learned that this delivery fee of $249.99 would come via a Mastercard that should arrive via email within 3 weeks of taking delivery of our furniture 3 weeks passed after the delivery of my furniture, and I tried to inquire about the Mastercard. I was informed I needed to wait 4~6 weeks before they would help me. So, I waited 6 weeks. I inquired again and was told to wait until after 8 weeks. It is now 12 weeks after delivery and still we received nothing. This feels like a scam with Ashley contracting with Elite Rewards, which allows each company to point fingers at the one and blame them for everything wrong. Super Frustrating to feel lied to! And, still no master card!

  

  Business Response

  Date: 08/16/2022

  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 are working with them to get this matter resolved. We apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/19/2022

  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 still have not received my delivery fees back so I wouldnt close the case yet until I get my money back. May I request that you keep this case open until I tell you. I will let you know when I get my mc as promised.

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

  

  Business Response

  Date: 08/23/2022

  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 were advised that the consumer didn't qualify for the Elite Rewards, as the promotional period was for orders between May 6th - May 8th. The consumer made the purchase on May 9th.
  
  However, we have created credit memo ********* to refund the consumer $249.99 back to their original form of payment. Please allow 1-2 billing cycles for the refund to reflect back to the original form of payment.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/24/2022

  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 appreciate the response of the corporate office in trying to make good what their staff especially ***************** told me I was going to get back. It was their staff dishonesty that created this mess. She told me I was going to get back my delivery fee in the form of the Mastercard. I didnt appreciate Ashley staff in the store lying to me and telling me to wait and wait and wait for the Mastercard email to arrive. 

  Can I request that my case remain open until I receive the refund in my credit card account. I dont believe I will get it back until it is actually in my account. Thank you. 

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

• Initial Complaint

  Date:08/06/2022

  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.

  I purchased a Tempur-pedic mattress/base from Ashleys on ********************************. in ************* in Oct. 2021. I received $600 in gift cards due to a promotion. The salesman, ******, and the manager at the time (she had red hair and glasses), assured me that I would be able to use those gift cards all at once on a future purchase. This agreement is the only reason I bought the bed at Ashley's. ****** knew this and specifically promised that hed remember/honor the deal when I came back in several months. I picked out a dining room set in May 2022, but a saleswoman said they weren't taking orders for that set. I returned when ****** was working; he remembered our deal and agreed that I could use the gift cards to buy a dining room set. He also said the set was available, but would have a possible delivery delay. I didnt want to hand over my credit card information until the availability/delivery timeline was confirmed, so he promised to call me the following week. He didnt call, or return my calls for several weeks. When he did, he said he could no longer let me use all the gift cards on the purchase because the new store manager said so. I asked to speak to the new manager, and was told shed call me back. She never did.When I went in person, ****** was out. The manager would only let me use $200 for the dining set. I argued that you can't unilaterally change an agreement because the location has a new manager. She refused to budge.I asked if I bought 2 items (each $300+), if I could use $200 on each sale. She asked how much time would be between the sales, and I asked why. She said they couldn't be used on different transactions within a close time period. Also, that she cant let people use all the gift cards. I asked her why the store would run a promotion giving away $600 worth of gift cards if people arent able to use them. She walked away.It seems this store (maybe all Ashley's) run promotions they don't honor, and engage in bait and switch tactics

  

  Business Response

  Date: 08/17/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. We are working with them to resolve this complaint.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 08/20/2022

  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 received a call yesterday from the store saying that they would honor the agreement and let me use the gift cards to buy the dining set.  I went in today and it was the same frustrating experience. ****** assisted me again, and I showed him the dining set I wanted (a table and four chairs). For context, on the Ashley's website, the price for the dining set is $1559.99 (not including the 5% off deal that is currently running).  ****** initially tried to charge each item separately, instead of ringing it up as the dining set, which came out to $2200+. I pointed out that I want the set, not each individual piece, and showed him the website listing.  He then said the store price for the set is $1789, and with taxes and shipping/assembly, minus my gift cards, the total would be $1422.  When I initially tried to buy the items months ago, I was told the price would be in the $1200 range (I believe $1239, but I'm not 100% sure). I told ****** this and he said they couldn't do anything else with the price. 
  
  
  I opted not to buy it.  The price may have gone up since then, but I don't see why I should have to pay $100-200 more because the store didn't honor the agreement back when I initially tried to buy it.  At that point, I just left the store. I could have tried speaking to the manager or the customer service rep again, but I was frustrated with the entire process, and I didn't want to spend my day off going in circles and arguing with the manager again.  I also find it very suspicious that they initially tried to tell me the original price was $2200+; I think they were trying to artificially mark up the price as much as possible so my gift cards had no value in practice.
  
  
  I just would like to buy the dining set I picked out, using the gift cards, and pay the price I was initially told.   

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

  

  Business Response

  Date: 08/28/2022

  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 complaint and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 09/03/2022

  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.
  
  The store called me in again and I was able to order the dining set using all of the gift cards.  The item I ordered is now backordered until OCt. 10th, but delivery could be delayed further. I'm going to keep this complaint open until the dining set has been delivered and set up in my house (which I paid extra for) without incident or damage. 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 09/11/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
   
  Upon receipt of the consumers concerns, we reached out to HomeStore management. The chairs are in the warehouse and assigned to the consumers order. The remaining item, the table, is expected at the warehouse on 9/27/2022. Once it has arrived, the consumer will be contacted to schedule delivery.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 09/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm happy to hear that progress is being made on the order.  Hopefully the table will arrive the week after next as expected, and delivery/assembly will happen shortly thereafter. As I said before, I'm going to keep the complaint open until that happens.  Thank you.

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

  Customer Answer

  Date: 10/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm keeping tis complaint open until the dining set has been delivered and assembled in my home without issue.  Per the company's last response, the items were expected to arrive at their warehouse earlier this week, but I have not been contacted yet to schedule delivery.  Hopefully they reach out soon.

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

  

  Business Response

  Date: 10/09/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
   
  Upon receipt of the consumers concerns, we reached out to HomeStore management. The consumers order is currently scheduled for 11/02/2022 based on expected arrival to the warehouse on 10/26.If sooner availability arises, the consumer will be contacted.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 10/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm keeping this complaint open until the dining set is delivered and assembled in my home.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 10/23/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
   
  Upon receipt of the consumers concerns, we reached out to HomeStore management. We are working with them to get this order delivered and the complaint resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I'm keeping this complaint open until delivery and assembly of the dining set without issue.  Delivery has been delayed once already, and the last estimated timeline was that it would be delivered to their warehouse yesterday, and they would reach out to schedule delivery to me. I have not heard anything yet.
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 11/06/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. Per the consumers account history, delivery occurred on 11/03/2022, and the items are assembled in the home.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:08/05/2022

  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.

  Purchased sofas on April 2021, first sofas received with 1 recliner damaged which took them almost 2 months to come and fix. Second complaint was this march nails are coming off and fabric issues. And recliner alignment. After that last complaint was **** sof tear in seat. They say they will call me back with 24 to 48 hours and they dont. Its been 3 weeks. Also. They only ask me to send pictures which I do. I have called every single time to file these complaints and the emails only I get back is to send pictures. I have bought warranty and still dont get answers and no one gets back to me have emails since day one. Last spoke to ****** in July 26 but prior have spoken to Ashley and *** from Ashley. Today is 8/3/22 and no one has gotten back to me. I am uploading photos of email I still have of the issue I have encountered since day one with the sofa and the most recent one.

  

  Business Response

  Date: 08/05/2022

  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 HomeStore management. An even exchange has been scheduled for pick-up and delivery on 08-14-22. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/05/2022

  [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.  What a coincidence as soon as I submitted this complaint to bbb Ashley replied today. I am submitting the new email I received today. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 08/05/2022

  [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:08/01/2022

  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.

  A new Purple Mattress was purchased from the Ashley Home Store at **************************************************************************** on July 7, 2022 and delivered on July 27, 2022. Sales order #*********. The amount paid was $2762.06. The mattress is not opened and is still sealed and in the exact spot where the mattress was dropped off. When we purchased the mattress, the sales associate Marni Iskandafi, told us that Ashley follows the same return policy and rules as Purple does, which is a 100 day return guarantee where you can return the mattress hassle free for a full refund. Ashley is an authorized retailed for Purple and according to communication with Ashley ************** they also confirmed that ********************** follows the rules governed by Purple including purples return policy and warranty. When I called and spoke to the store manager, ***********************, at the ******* location, he was of no help and continued stating that there is no refunds of any beds or bedding, which negates what was said by the selling associate AND Ashley ************* team. **** made NO attempt to rectify the problem or even bother to look deeper into the situation as it was stated numerous times that Purple is a newer brand that Ashley sells (per Ashley *************) and the policies may not be updated just yet. When asked for the contact information for the regional manager to gain return approval, **** refused to provide the information and continued to claim that he does not have it even thought as a store manager he is in constant contact with the regional manager and has visits from he, or she, frequently. Bottom line - the Purple Mattress can be returned according to Purples return policy via Ashley as the Authorized retailer, but Ashley (***********************) is refusing to complete the return.

  

  Business Response

  Date: 08/11/2022

  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. Per policy, we do not allow returns/refunds on mattress/box springs or bedding. The consumer will need to contact the manufacturer (Purple ************) for further assistance; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  

• Initial Complaint

  Date:08/01/2022

  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.

  7502 ****************

  I purchased a sectional and and ottoman for ***** at The ****** Ashley store 11/29/19 sofas werent delivered until 01/20 due to back order when furniture got delivered 3 months later I. March furniture had a tear in the back part of the cushion filed a claim a technician came out sewed the sofa with Thread and a needle. 2 months later another tear on the sectional I contacted the store manager asked they could replace sofa with a new sectional since I was having so many issues with Sofa and he stated that They had to send a technician to see if it could be fixed. We had purchased insurance GBS and they said that we could cancel it . When we tried to cancel the insurance we were told by the store manager that we couldnt cancel it. We have had so many issues with our sectional the frame was broken and I honestly believe that the sectional came defected from the warehouse but Ashleys Furniture did not want to fix the problem these sofas have been a headache from day one. All I wanted was for them to give us a sectional but without defects. I will make sure that I let family and friends not go go purchase anything at that store.

  

  Business Response

  Date: 08/09/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. The customer took delivery of the items on 12-28-2019, and we have scheduled 3 technicians in that time. 03-13-20, 06-27-20 and 01-26-21. Per the tech notes, there are no manufacturer defects.
  
  The customer is outside of their manufacturers one year warranty, but did purchase an extended 5 year protection plan and would have to contact their furniture protection plan to file a claim. The phone number to contact GBS and file a claim is ************.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:08/01/2022

  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.

  In March I purchased a bed, 2 nightstands, and a kitchen table from the Ashley ***********, ** store for $3600 (paid $400 by debit card in the store leaving a 3600$ balance). Our bedroom furniture was delivered as stated at the store but the kitchen table was brought in without the hardware to put it together and no time frame when it would be in. The table was laid against our wall for a month un assembled with the just the chairs put together minus 2 that were also missing. After the month went by when we were told it would only be two weeks to resolve, we attempted calling the customer service line to be placed on long holds and no resolution. I traveled back to the store (an hr round trip) only to have them put me on the phone with the same customer service line and hold. I was then told the hardware to put the table together was not found. A couple more weeks go by and the delivery man brought the two chairs that were missing, and saw the table still unassembled and took it upon himself to use what he had on hand to put the table together which was still missing the middle support bracket so although the table is put together, its still wobbly without the proper hardware and support bracket. There has been no communication on Ashleys behalf and Im not able to just return to the store often to keep bugging about it or be placed on extreme holds. Its been over 4 months and I cant get any resolution. I want a refund at this point or for my table to be put together properly with the correct hardware and support bracket. The transaction date is listed as 04/07/2022 but the purchase was in March. The reference number for the order is 8534812FJLFJHG5QE. Ive been paying on furniture thats not even assembled correctly and still missing and customer service has been unhelpful.

  

  Business Response

  Date: 08/04/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. An even exchange has been scheduled for pick-up and delivery on 08-13-22. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD