Complaints

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:02/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchases a chair from Ashley Furniture in ********, ******* on 12/26/2024. The chair ($1001.99)with FCP -Furniture Care Protection ($199.95) cost a total of $1374.01 after taxes. The chair did not show up for almost six weeks and before delivery (scheduled for delivery on Saturday, February 8th. I received a text message and photo on Friday February 7th (the day before delivery) that the chair had been damaged. I was offered a discount or reorder from *****, the sales manager. I demanded a refund. It was a very expensive chair and I had been told 2-3 week delivery at the time of purchase. ***** said she understood and said she processed the order to be refunded. I waited a week to call because I had heard nothing or had gotten no emails stating anything regarding my refund. I talked with someone named Ashley and she said that they would process my refund that day. I then got a text message a few hours later saying that my refund would be processed and I should be getting back $1062.77. Not the full amount of $1374.01. I reached out to ***** again and no response. I want to know why you are making $300 off of me when your company damaged the chair? Thats bad business.

  

  Business Response

  Date: 02/26/2025

  ********-

  I apologize for the difficulties you had with your purchase with us.  I will make no excuses.  We did not provide the level of service you deserved.  I have discussed your experience with my staff to ensure this does not happen again.  I will have my Office Manager contact you today to process the balance of your refund.  Please let me know if there is anything else I can help with.  

  *** *******

  Owner

  Ashley/Ashley Outlet 

  Cheyenne

  Customer Answer

  Date: 03/01/2025

  Complaint: 22949357
  
  I am rejecting this response because:
  No attempt has been made to contact me despite what the owner has stated in the last exchange. Ive not received any contact or any compensation for the money they withheld.  I was owed the full amount of $1374.00 but was only given $1062.11 as a refund for the chair that was never delivered because it was damaged in their care.  The total they owe me is $311.89.  Im fully prepared to take this further if ****** Furniture- ******** fails to refund me.  

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

  

  Business Response

  Date: 04/07/2025

  ********-

  Please see attached documents.  On March 5th, 2025 we submitted a refund. First document shows your complete transaction history, along with dates.  It also shows the last 4 digits of the credit card used and refunded to.  2nd document shows the deduction from our bank for the $311.90 that you were owed.  Any disputes are automatically taken out of our account upon the onset of any dispute.  We also did not question your dispute. Please confirm with your credit card company the status of the dispute you initiated.  

• Initial Complaint

  Date:02/16/2025

  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 two pieces of furniture for about $1370 on January 6th, with an expected delivery of 2-3 weeks. However, six weeks later, the furniture has still not arrived, and each time I call, Im informed its still at the warehouse. When I bought the furniture, I was told the items were in stock and just needed to be shipped, so this delay is not only inconvenient but also misleading.On February 7th, I was told the furniture would be on a truck by February 12th, but that didnt happen. It feels like I been given false information multiple times. After going to the store to request a refund, the staff refused to provide copies of any paperwork, which further adds to the frustration.

  

  Business Response

  Date: 02/26/2025

  *****-

  I apologize for your experience with us.  If we make promises, we should keep them.  I spoke with my sales and office staffs about your journey with us.  Numerous processes were not followed, which resulted in a very poor experience for you.  My policy has always been, that if it is our mistake, we solve the issue immediately.  We do not continue to inconvenience our guest.  That policy was not followed in your case. I will confirm that your refund has been processed. Again, I apologize.  Please let me know if there is anything else I can help with.

  *** *******

  Owner

  Ashley/Ashley Outlet

  Cheyenne
  
  

   

  Customer Answer

  Date: 02/26/2025

  Complaint: 22949129
  
  I am rejecting this response because:
  I requested a refund on 16 January as of 26 January it has yet to be received. This is unacceptable and my bank doesnt take very long to process refunds. Usually once funds are sent to the bank they are available in my bank within a day. This tells me the refund has yet to be sent to my bank.

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

  

  Business Response

  Date: 02/27/2025

  *****-

  We received a chargeback notice from your credit card for the total amount of your purchase of $1374.41  We accepted that dispute and the funds have deducted from our account.  We are contacting our credit card processor to determine status of your chargeback

   

  *** *******

  Owner

  Ashley/Ashley Outlet 

  Cheyenne

   

• Initial Complaint

  Date:12/18/2023

  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.

  Bought furniture never delivered what I bought.. I canceled the order they kept the money I put down claiming it as a restocking fee

  

  Business Response

  Date: 12/19/2023

  *************************** purchased  As-Is, No Returns, No Exchanges, No Cancellations, No Exceptions items from our showroom floor. ***** initialed a document agreeing to this policy.  ***** acknowledged he initialed this document. We attempted to delivery his order but could not due to his muddy driveway.  We then attempted to reschedule his delivery at his convenience within his time window but he decided he did not want the order.  We allowed him to cancel, but held an cancellation fee of approximately $250 which is actually less than what our normal fee would be, which in addition, *************************** signed off on as well.  ***** has verbally abused a number of my staff members.  *************************** threatened me by stating " I just got out and I don't have a problem going back in" and "I know where you live and I will come finish this".  I again offered ***** the opportunity to have his order delivered at his convenience.  He declined this offer.  My Company is holding *************************** to his signed and initialed agreements just like any other business would.  ***** has every opportunity to dispute this charge with his credit card company and allow them to determine the validity of his claim.  

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

  Owner

  Ashley/Ashley Outlet Cheyenne

   

  Customer Answer

  Date: 12/19/2023

  Complaint: 21014015
  
  I am rejecting this response because: delivery windows are Monday threw Thursday from 10 am to 3pm.. the documents that are signed before knowing the delivery windows not only that but they release all liability claiming not responsible for damage items why would someone let the delivery drivers on a property when one the third bullet in bold letter not responsible for damaged items which in there response hold me to it the world need to know how unprofessional you are 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 12/19/2023

  Complaint: 21014015
  
  I am rejecting this response because: delivery windows are Monday threw Thursday from 10 am to 3pm.. the documents that are signed before knowing the delivery windows not only that but they release all liability claiming not responsible for damage items why would someone let the delivery drivers on a property when one the third bullet in bold letter not responsible for damaged items which in there response hold me to it the world need to know how unprofessional you are 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 12/19/2023

  This is a pretty straight forward issue as discussed in previous response.  ***** purchased no return/no exchange/no cancel/no exceptions items from our sales floor.  Again he agreed to those conditions.  We attempted to deliver as agreed and was not able to due to an issue with his access.   Again we attempted to deliver at guest's convenience.  He declined.  ******* behavior toward my staff and myself precludes me from offering any concessions.  Again ***** can dispute this charge with his credit card company and they will decide the validity of his claim.  In relation to identifiable information regarding guest, I was not aware of this rule.  If necessary, I can rewrite response to remove that information.  

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

  Owner 

  Ashley/Ashley Outlet Cheyenne