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

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore

  22705 Savi Ranch Pkwy Yorba Linda, CA 92887-4604

  
• 

  Ashley Furniture Homestore

  34740 Monterey Ave Palm Desert, CA 92211-6011

  
• 

  Ashley Furniture HomeStore

  2799 E Bidwell St Folsom, CA 95630-6405

  
• 

  Ashley Furniture HomeStore

  1405 Dana Dr Redding, CA 96003-4015

  

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:08/01/2022

  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.

  I purchase a bedroom set back in October 8th, 2021. I paid nearly $4,000.00 First time they promise that will be deliver in 6 to 8 weeks which I agree. They keep postponing the delivery date until it got shipped in 2 different deliveries. Chest and dresser was delivered on January and March was delivered the last part which included night stands and head board, rails and foot boards. I noticed that the color is not the same as the one on the store they have on display, bed is wiggle even to lean on it. drawers are not closing straight. The whole set is piece of c*** They give me corporate number ************** and called and numerous times to get a call back and they told me that they are not able to help me to call the store. So I did and they said that they need to send a technician which it was already a second time and so I accept the technician and he stated that he fix my drawers with he didn't and call the store and they said that they cannot help me that the furniture is in good condition. I also paid warranty, they also started charging me since November 2021 without getting the furniture delivered. The day I made the purchase I was told that I was not going to be charged until the furniture was delivered. I would like to let you know how bad the experience was and I rather not make any more purchases with them.

  

  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. We were advised that the technician reset the drawer to close properly and there are no defects; we will not be able to further assist.  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/11/2022

  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 issue is not the drawer only. The full bedroom set quality is really poor. The bed is not stable, the stains on the furniture are not the same as the one they have on display. Is not only one issue is more than that. Technician just fix one drawer when theres more than one that gets stuck on closing or opening it. This is the second time you store sends a technician. I pay for new furniture not a pice of poor quality. Every time they send a technician is just crappie job. The whole furniture is not as the one you have on display. At this point I dont want any replacement or repair. I just need reimbursement or I will have to take to a upper level. I DONT WANT ANYTHING FREE. ALL I WANT IS IF I PAID FOR SOMETHING NEW AND EXACT CONDITION AS THE ONE ON DISPLAY. IF YOU ASHLEY CANT KEEP IT AS PROMISE IS NOT MY FAULT BUT FOR SURE I WILL KEEP WORKING UNTIL YOU SOLVE MY ISSUE. 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 08/16/2022

  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. Per the terms and conditions; Merchandise displayed in the **** showroom represent the fit, finish, tailoring and quality of the merchandise you will receive. Materials such as leather, stone, glass and wood products are defined by distinct markings and natural characteristics and are not imperfections. We will need to send a technician to assess the drawers and the bed and based on their findings we will then be able to move towards a resolution. We have scheduled a tech for the soonest date which is 8/31/22; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/30/2022

  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.

  the purchase was made in November 2021 never received our furniture till 6 months later then it was broke then it was a part shipment and now trying to get furniture fixed. HERE WE GO AGAIN WITH THE SAME THING BROKEN. dealing with broken stools all the screws are stripped and cannot be fixed the screws have fallen out by themselves and its only 2 of us that use these.I HAVE DONE THE WARRANTY AND THESE THING ONLY LASTED LIKE A MONTH SINCE THEY HAVE BEEN REPLACE...I NOW HAD TO CALL AGAIN AND ALL THEY SAY IS TAKE A PICTURE AND WE WILL SEE WHAT WE CAN DO. THE PRODUCT IS C*** AND IT IS NO GOOD. I NOW WANT MY MONEY BACK AND SOME OTHER TYPE OF COMPINSATION FOR HOW LONG AND HOW BAD THE SERVICE IS. I HAVE A FAMILY MEMBER HURT THEMSELVES ON THESE STOOLS BECAUSE THEY BREAK. NOW I AM RESPONSIBLE FOR AN INJURED MEMBER I WILL BE FILING ANOTHER COMPLAINT DO TO THIS INJURY AND DO TO THE FAULTY PRODUCT. SO I WILL BE CONTACTING A LAWYER NEXT I HAVE ATTACHED A FEW PICS AND THIS IS THE NEW ONES. NOT EVEN A MONTH OLD. SAME EXACT FAULTY BROKEN PRODUCT

  

  Business Response

  Date: 08/08/2022

  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. A reselection credit has been processed. To use, the consumer just has to go to the store an pick out new items; the store will coordinate pickup and delivery.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:07/28/2022

  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 have been extremely disappointed not only with the quality of the table blew purchased, but also the lack of customer service through such a large long-standing company. Knowing that I had a year warranty through the store, I began calling as soon as the table showed stain finish coming off and bubbling of the wood - these calls began a few months before our year was up. Here is an example of my experiences:Call to customer service line and no one answers; try again selecting to keep my place on line and have a representative call me back and no calls back ever received.Call separate 800 number where providing information on my e receipt including my phone number and address that was used for order and no one can find the order, they advise to call the store where no one answers (number verified by 800 representative).Dellbeck table was purchased initially at Ashley Furniture ************************************ the chat system where they ARE able to locate my order, but at this point I am two weeks over warranty. So they advice me to call a given 800 number where they (again) can not locate my order. They advise me to call the store or another 800 number (which I can not get through) to get a copy of my invoice.Multiple times during the past months I have called to the store staying on the line for >10 minutes and no one answers.The only reason our complaint and claim is out of warranty is because of the lack of customer care and availability of assistance.Via chat, I have asked that this issue be escalated to a manager or higher up who can facilitate resolution and they told me they are unable to do that. They, again, provided an 800 number which I have not been able to get through on. I have been led in circles for 4+ months and have finally decided to file a complaint with the BBB for resolution. I would like my table either refunded or replaced. Please let me know if I can provide any additional information. Thank you.

  

  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. We have reached out to the consumer via email advising that we don't have any records of calls or emails reporting this issue within the year. As we do not have any record of this, we cannot offer a return or exchange.
  
  We can offer a 100$ discount.
  
  Our email may have gone to the consumer's spam folder.
  
  Regards,
  
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/04/2022

  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.
  
  I received Ashley Furniture's email and responded on 8/2 with my logged dates of action during the one year warranty period. I would like this re-evaluated.  My response sent 8/2/22 via e-mail is below for your review:

  "Hello,
  
  
  Thank you for your response. I began calling on January 21st and again on February 9th to the customer care line. Both times I waited >45minutes to speak to a representative who was unable to locate my order using my name, address, phone number and order number. One recommended I call the store, which I did, and no one ever picked up. I tried calling the store in Miramar Rd multiple times where our transaction was made, and not one time did anyone answer. The numbers I attempted were the following:
  **************
  **************
  and, store ************
  
  I reached out again to the customer service line in March and May of which specific dates I do not have logged. Each time I waited on hold >30 minutes. One time at 50+ minutes it disconnected. When I spoke with someone in May, they again could not locate my order. I asked to speak with a manager or someone else who could help me and I was told that there was no one else, and that I could try to call the store. I let them know that I had called the store multiple times and no one answered. I asked for a customer service email address where I could write, and they told me there was no address to provide. On June 25th (at this point, a week or so past our year warranty time) I went online again to try to find an additional contact, and I decided to use the virtual chat option. The chat associate WAS able to locate my order when given the EXACT same name, address, phone number and order number that I provided to each customer care phone representative, but at this point my order had exceeded the year warranty. They provided me with the *** phone number to try to add a claim. I called *** and they were unable to locate my order and process without an invoice number. I have an email train where I attached my e-receipt with a confirmation number and they were still unable to assist me. I am happy to forward you the email train if you would like it. Finally, on June 30th, I chatted one last time using the virtual assistant (also was able to find my order). I explained all of the above, and I asked to be routed to a manager, etc to have this situation escalated. They told me that they were unable to do this via chat, but that I could call the customer care line and ask to speak with an "Escalation Agent." I then called customer care AGAIN and waited more than an hour on hold before I finally gave up. This was the phone screenshot I attached to my BBB complaint.
  I diligently contacted Ashley Furniture within more than a timely manner regarding the Dellbeck table's shortcomings, and I have been continually given the runaround. I have never been so disappointed with a company's customer service, and that is why, for the first time in my life I have reached out to the BBB. I would like this situation remediated, and I am requesting a full refund for this product."
  
  
  
  Respectfully,
  *******************************
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 08/06/2022

  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. A service visit has been scheduled for 08-12-22. 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: 08/08/2022

  [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:07/28/2022

  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 ************** and with immense disappointment I want to share a recent experience with you regarding my purchase from Ashley Furniture.In October 2021, I bought a dining set from a ******,** store and I was assured to have the delivery within the second week of November 2021. Later I received a call stating that it has been delayed and I should expect this in December. Since then it has been happening repeatedly. Whenever I called the customer service, they used to give me a new date every time. On one such occasion, the customer rep from the customer service even said very rudely that every time I call , the delivery date will keep changing. Two weeks ago,I received a call confirming the delivery which was on June 3rd,2022. On June 1st , a person from Ashley Furniture told me that I have payment problem and I have to go to the store to fix this. As I was out of station I let her know that I can go to the store on June 5th. When asked about the delivery, she advised that once the issue is fixed I will be assigned a new delivery date. As per plan, I went to the store on June 5th and to my surprise I was told that the items were delivered to somebody else and I have to wait for another month or two.I had multiple interactions with them before and I was never informed that credit slip has an expiration date even though they kept changing delivery dates multiple times. I have been waiting patiently for 7 months and this is how I am being treated. In in this mix and delayed we forgot to check the cost and after checking we saw that they are not giving us the agreed discount 60%. We are very disappointed and planning to cancel the purchase of dining table.Order Number: ********* Date of Purchase: October 2021 Item: Dining Set Ashley Furniture, ******, **

  

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

  Customer Answer

  Date: 08/12/2022

  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.
  
  no one reached out to me from their ****** office.
  
  Regards,
  
  *****************

  

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

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/14/22 I received a dinner set from Ashley Furniture. Sometime the end of February I noticed one of the 4 stools was defective one leg was longer than the others. I called in March n in May they sent a tech to my house that said the stool needed to be replaced. I called n I was told I was going to get a replacement the end of June. I called today 7/21/22 to find out why I did not get the ********* was told to keep waiting till the end of next month. I feel they just want the time to pass by. I just want the replacement. My case # is ********.

  Customer Answer

  Date: 07/27/2022

  Tell us why here...This is the physical address of the store. ************************************************** 92705.

  

  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. Our records show that the consumers replacement parts were delivered to a *** access point, see tracking number 1ZW42V180319619663 for more information. If the consumer has not done so yet, please pick up the parts at the *** access point in the tracking information and inspect them to make sure they arrived in good condition.
  If the consumer is unable to install the parts and would like a service tech to come to do it, they can call ************ to schedule a visit.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:07/26/2022

  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.

  I purchased a large sectional couch from Ashley Furnitute, in store at the ****** ********** location, in October 2021. It was delivered in January 2022. Within 3 months the left arm facing portion had significant sagging. I realized the foundation fabric was tearing. I contacted Ashley and they sent a technician who denied my warranty claim and said it was a customer use issue and not a manufacturer defect. I disagreed (the tear was right on the seam!) and the problem was getting worse so I requested a second opinion. The second technician also said it was a customer care issue. What conditions would cause significant tearing to the foundational fabric after regular use over a 3 month period?? I was told if I had purchased an extended warranty they would fix it but otherwise I was out of luck. Im livid and disgusted with them not honoring their product. After less than 6 months, my sofa is essentially useless. It is clearly a defective product and Ashley is happy to pass it on to the customer instead of agreeing to fix it. The couch has had a few other problems and it is very difficult to have anyone address them. Ive been extremely disappointed in the whole process.

  

  Business Response

  Date: 08/04/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. The consumer received an exchange of ******* on 7/31/22. We processed compensation for the experience and are working with our ****************** to get this issued. 
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/04/2022

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

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a bedroom set and a book shelf. At least that was the description. I paid some of the total in cash and the other in a synchronoy card. I had a date for delivery, when it came I had several issues with the bedroom set and the shelf. I completely returned the shelf back. I was all scraped and it looks dusty. The guy even said they had had many complaints and returns on that shelf. He told me I had to go back to the store to get my credit to the credit card. I did as he told me after I had a very hard time with Ashley with the items from the bedroom set that were not to my liking. I had the right to return according to their own policy and what I was instructed to do. Mind you this was right in the middle of the pandemic and still they had to come several times before I was given new items. I had to let a guy come in to check the items and see if he could fix them with paint and who know what else. I agreed to it since if I didn't they would not replace them for me. At this point honestly I wanted to give it all back and return it. My daughter loved her bedroom set so much I could not return to them. When I returned the shelf the person did it as a purchase. Now the Synchronogy is charging me the shelf again. I told them what has happened they investigated to their terms. Still they say I purchased something when I did not. I want them to prove what I bought according to them when I only have a white bedroom set for girls from them. I don't want to pay something I did not receive. Please assist me with this issue before it goes to my credit. Should I pay it and then get a refund? Please advice as soon as possible please. I really need this to be resolved correctly. Thank youBest Regards,*******************************

  

  Business Response

  Date: 08/02/2022

   Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. The consumer was not charged for the Bookcase, as that item was cancelled. We have attached the consumer's purchase history showing this for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/25/22 I purchased a couch set in store, to be delivered on 5/29. When delivery was supposed to occur, the couch was missing a cushion. I accepted delivery as they said the cushions would be sent at a later date. That day, on the phone a rep from the company told me a parts order would be placed and I could expect the item in 1-2 weeks. On 6/20 I was told to expect it to ship 7/5. On 7/15 I was told 7/22. Today (7/25), I was told 8/3. Three times they've changed delivery dates on a simple item like a couch cushion, and I have little faith they will be meet this new delivery date. I've wasted hours of time on online chat logs and on the phone and at no point has Ashley Furniture Homestore seemed interested in actually delivering all items that I payed for. It's been a very disappointing experience and I do not believe that Ashley Furniture has any interest in resolving it.

  

  Business Response

  Date: 08/03/2022

  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 advised the consumer that we ordered the correct part (PR *******); we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went into the Ashley furniture store to buy a dinner table and chairs and 4 barstools in January of this year. We were told by the sales person that the table was made of solid wood.Thats a lie . Three months later the table bases started to deterate so we called the store and they sent a a repair man to repair it and he said that it could not be repaired so he put in a order for a new base . Well let me tell you its been 4 months from the time that the repairman was here and opened a claim and still nothing has been fixed or replaced. I would like a total refund. Me and my wife had contacted the store about 8 times this year trying to return the product but no one seems to care about anything or any complaints.

  

  Business Response

  Date: 07/26/2022

  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 reselection credit has been entered for the table top, table base, and six chairs. To use it, the consumer needs to go to their local HomeStore to select new items. The store will coordinate pick-up and delivery.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They are only authorizing the the table and four chairs weve six chairs and a table 
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 07/27/2022

  Regarding Ashley Furniture me and my wife went to Ashley yesterday to try to resolve are table and chairs issues but Ashley was only willing to give us back part of the table and chairs back but wouldnt refund are five year warranty plan that we gotten when we purchased the table and chairs. It amounts to three hundred dollars which I would like returned to us also or to be added to are new table and chairs.
  

  

  Business Response

  Date: 07/30/2022

  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 have created a reselection credit for the consumer, and are currently working with the HomeStore to get the Furniture Protection Plan refunded.
  
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/24/2022

  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 Switch Marketing.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.King Panel Bed ******* 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.

  

  Business Response

  Date: 08/02/2022

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