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

  26520 Carl Boyer Dr Santa Clarita, CA 91350-5806

  
• 

  Ashley Furniture HomeStore Stoneledge

  1721 E Ventura Blvd Oxnard, CA 93036-1815

  
• 

  Ashley Furniture HomeStore

  1050 Los Vallecitos Blvd San Marcos, CA 92069-1469

  
• 

  Ashley Furniture Homestore

  855 Ashley Way Colton, CA 92324-4018

  

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:07/23/2022

  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 bought a bed and night stand costing me over 4 thousand dollars,i was told at the time of sale by the manager i would get a ************************************************ by a second party associated with this store.They told me it will arrive by mail in 4 to six weeks.It has been 7 weeks as of today july23rd.When i call them they asked me to send a copy of the sales invoice which i did.the 3rd party who was to send gas card is ashleysupport@****************.i just want what they promised me. ***************************

  

  Business Response

  Date: 07/25/2022

  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 will need to check their emails (spam/junk folders) for an email from [email protected] can also visit https://www.ashleyrewards.biz/ for more information.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/23/2022

  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.

  We purchased a table / chairs set a year ago. It was delivered a few weeks later. The table was wobbly and the sides that come up didn't line up correctly. Also some of the chairs were wobbly with 1 chair missing the slat in the front that you put your feet on. On delivery the driver called in to service to come out to repair. They never showed. I called numerous times and they never showed. We added a Premium Protection Plan 5 year coverage they won't return a call. Went back to the store and talked to a manager. They setup an email to service. No response. They are more of an AS IS store than anything else. I just wanted the repairs to be made and I'd like a refund of $259.99 for the the bogus Protection Pan

  

  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. The consumer has a technician scheduled for 8/23/2022 to assess the table and chairs.The consumer will need to reach out to the Furniture Protection Plan ***************)to cancel their warranty, we will then be able to issue a refund.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/08/2022

  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 havent heard from Ashley Furniture.  How would they schedule someone to come out? This is the game they have been playing with me. They say theyll call back or heave someone come out and then I never hear from them again. 

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

  

  Business Response

  Date: 08/13/2022

  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 advising of the technician date; it may have gone to spam. The consumer will need to cancel their extended warranty through GBS *************** or gbsent.com).
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/16/2022

  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 
  
  

  I will be happy to accept when they send a person to my home to make the necessary repairs. After the repairs are made and the refund of the warranty is in my hands I will accept their response. We have bought living room and bedroom furniture from them. They followed up right away. They changed. Looking forward to getting this behind us 
  Regards,
  
  ***********************

  

  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 consumer will need to contact the Furniture Protection Plan ***************) to cancel their extended warranty, we will then be able to process a refund for the amount provided by GBS.  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/22/2022

  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 placed an order for Isanti Table on Sunday, May 15,2022. The sales order number is ************. I received an email on Tuesday, May 31, 2022 stating that I will be receiving my order on Monday June 27, 2022. However, I still have not received it yet. Today is July 7, 2022.I contacted Ashley's Furniture via online Live Chat with an agent to make a complaint and he/she said that the concern team will contact me via email within ***** hours. However, no one has yet to contact me. I am very furious and disappointed with how Ashley's team handled this matter. This is ridiculous. They must do something about it and I mean it.

  

  Business Response

  Date: 08/03/2022

  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 online sales management.The consumers order is currently in a financial hold due to the authorization charge declining. To fix this or update the payment method, the consumer needs to call our finance department at ************ (option 2, option 3, option 3).
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:07/18/2022

  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.

  In the Fall of 2021, I purchased a mattress, kitchen table with four chairs, a love seat, and a couch from Ashley Home Store in ********, **. I later purchased a wall mirror as well. I live alone and did not realize there was problem with the right arm of the loveseat & all of the couch/loveseat cushions until a few months after my purchase. As soon as I noticed the arm of the love seat was loose & a couch cushion sunken I notified Ashley home store and filed a claim. They sent a technician to my home who recommended replacement of 1 cushion and nothing be done to the loveseat. On July 18, 2022,after several visits, the technician took some parts of the loveseat apart, installed a piece of wood, and put things back together. That partially solved the problem, but not fully. Lastly, I called Ashley Home Store on 7/8//2022 and confirmed my purchase included a 1 year warranty and I also purchased a 5 year warranty. I expressed my displeasure that the problem with my cushions and the arm of my loveseat continues.I asked for replacement as my couches appear faulty. On 7/8/2022 I was told by ********* that they are aware the arm of the couch has a problem, they came to my house several times, and i just have to live with the problems.I spent a lot of money at Ashley Home Store, purchased the warranty, and request they give me furniture that is not faulty.I also advised the cushions on the couch and loveseat appeared faulty and began to sink. Having purchased new furniture in the past this seems odd. The problem with the cushion on my love seat and couch continues. I would like them to REPLACE MY FAULTY LOVESEAT AND COUCH. I would also like to be reimbursed for the cost of the warranty that I paid for as they are obviously not honoring their own product. Dissatisfied Customer,********************************* ************

  

  Business Response

  Date: 07/27/2022

  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. The consumer has been approved for an exchange on both the sofa and the loveseat.We are working with the extended warranty in regards to the refund request.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/03/2022

  [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:07/18/2022

  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.

  I purchased a recliner from Ashley Furniture located at ******************************************************************************************* on 5/30/2022. Which was delivered on 6/4/2022. I was out of town & unable to move chair into desired location. Once chair set up, I realized this chair does not fit my size or needs. I called the store on June 17th. The sales associate at the store took my information & talked to her manager for ***** minutes. She then came on the phone & said, "Ok, we are all set. You will receive an email in 2-3 days with a phone number to call to schedule pick up." I did receive an email on 6/22/22 with a phone number to call. Unfortunately I was out of the country for 2 weeks & was unable to call. I did call the number on 7/6/22, at that point the customer service department stated that my refund was denied. I was at a loss for words. The customer service department stated I had 72 hours from the date of delivery to return. I asked them to point out where in all of my paperwork that it states I have 72 hours. She sated it is on the back of your receipt. I stated the back of the receipt is blank. She stated it is in your paperwork, I said where & she wasn't sure. At no point during the purchase of this chair did the sales associate tell me I had 72 hours, your paperwork does not state 72 hours, an associate from YOUR store stated that she got the return approval and I would be getting an email to schedule a pick up. The customer service associate then stated she would be escalating this to the regional manager for this store and I would hear back from her within 10 business days, and if not, call back. I did call call back today 7/18/2022 in which another customer service department associate told me the refund was denied back on 6/8/22. I stated I knew that, but it should have been sent to the regional manager, and she stated that they have not heard back from ********* stated to read your paperwork. All I want is to return this chair...as I was told I could.

  

  Business Response

  Date: 07/19/2022

  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 will not be able to approve a return for a refund. The store is willing to offer re-selection credit for the recliner.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/16/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ashley Furniture Store is inconsiderate and negligent towards their customers. To begin, I placed a large order summing over ****** dollars at the end of January. The sales representative told me all the furniture was going to be in stock by early March. Well, of course nothing is ever promised, especially with Ashleys. We barley received the remainder of our order last week on July 5th. Not only that, but the salesman put two end tables and one extra set of lamps on our sales order to boost his commission as we did not order these and I confirmed this with three store managers. Next, I called and went in person to the store manager to discuss how I wanted the two end tables and lamps returned due to never ordering them. Their reply was that I would have to bring them in person for a refund. I told them I couldnt because of the long drive and having a busy work schedule. I came up with a solution that when the next delivery comes, July 5th, then they can pick them up and finish assembling my other furniture that got delivered independently. The manager agreed and of course I shouldnt have believed them. The delivery finally comes and I discuss with the delivery driver the conversations the manager and I had. He states he was never informed of anything and that he cant take it back because he was a third party delivery vendor. Finally, I go to the store in person last week because you can never reach anyone over the phone, especially directly at the store. The sales manager ***** says he would open a case, then the next day tells me corporate denied the cases saying too much time has passed to return the two end tables, lamp, and to assemble my cocktail table. May I just add that I paid a shipping, handling, and assembly fee and to not provide those services after paying is considered to be fraud. The location that I ordered from was the Montclair location within the Montclair Mall. All I am asking for is the refund for the end tables and lamp, assemble the table.

  

  Business Response

  Date: 07/22/2022

  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 informed the consumer that their return and assembly request was denied due to reporting issues after the 72- hour policy;we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB