Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August 2024 I purchased a Living room set from Ashley Furniture in **********, **. It was delivered late August. Upon sitting on the sofa something did not feel right. I assumed a board was broken inside the couch. Then the issue got alot worse. I do believe that there is some kind of critter in the cushions of my new couch. I had called a few times about this issue to Ashley Furniture. The cushion fell and I sent pictures in to show them what happened. A month later Furniture Solutions reached out to me and scheduled an appointment to fix it. They brought the wrong parts, so now they are coming 1/31/25. I ask if they could swap the furniture out. I would have to pay additional 10% and delivery fee. At that point I told them I wanted a full refund of t he furniture I purchased. Because when they delivered the furniture I noticed that day something was wrong. I would call Ashley and all they would say is you need customer service. Until I sent in pictures of the couch. Someone reached out to me from **********, Al. We have been emailing back and forth. But for the last two days, not a word from that manager. I don't even have there name. I dont know how to send them but if you can give me an email address I can scan the documents to you that way.

  Customer response

  01/15/2025

  ***** with Ashley Furniture in ********, ******* is who I have been speaking with.  He is very understanding.  But now he told me yesterday after I filed this complaint with the BBB that I would get my refund but there with hold 10%.  My question is that I did not receive a discount when I purchased the furniture in August.  I paid cash $2,300, so why am I being punished when it was delivered to me.  At first I was will to swap  the furniture out but I would have to pay in addition what I have already paid for the furniture 10% fee plus a delivery fee.  At that point I stated that I just want a full refund.  Yesterday I got hit with this 10% bull yesterday.

  Customer response

  01/15/2025

  ***** at Ashley Furniture in Bessemer. Alabama just reached out to me.  He stated that they were going to wave that 10% fee.  So I am suppose to get the full amount that is owed to me.

  Business response

  01/26/2025

  Good Morning,

  It looks like a return for the sofa and loveseat was scheduled for 1/31/25. In reviewing the account, the 10% restocking fee and pickup fee have been waived. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased 2 sofas on Sept 6 2024 in the amount of $1844.63. Picked a sofa on the floor, showed the salesman exactly which one & took a picture of the exact one. He went to desk and did paperwork while we waited & signed the form and paid. There was no name of the color of the sofas ever discussed when sofas arrive 6-7 weeks later they were the wrong color. I called the store that day and explained. They checked into it and informed us that we signed the form and it was the color we agreed to in the form. So, if we wanted to exchange it would be a 10% restocking fee & a ***** pickup fee.. I explained that it was the salesmans mistake, no color was ever mentioned.. even went to the store and spoke to the manager who was very nice & explained that was the companys policy but she would do what she could to help us.. we waited without any response from her, another phone call, to customer service & the store.. We finally agreed to have the sofas picked up and would pay the fees if they could be that dishonest and not admit it was their ************ didnt even want the right sofas delivered as it would be another 6 weeks, just a refund..they picked up the sofas on Nov 7th, & we ask how the refund would work & couldnt get a real clear answer on that, except that the store where the furniture was purchased would have to do it.. so we waited and was going to store to get refund in a few days. But, we noticed that a refund had dropped back in our bank in the amount of $1449.68.. & we did the math on it and it was not 10% it was much more. So, we start the call to ask who did the math, and get an explanation of how they came up with that amount.. they had deducted $394.95 our figures was $284.45.. cannot get a person to talk to us about that.. called customer service first & I believe they are located in ********, Al & spoke with the ******** store & have been given the run around about who/which place takes care of thatplease help us in this matter.

  Business response

  11/14/2024

  Good Afternoon,

  On the day of your purchase, the invoice had color images of the items that were being purchased which were intialed next to for verifying purposes. Any returns are subject to a 10% restocking fee and a $99.99 pick up fee. The price of the merchandise was $1,299.68 therefore the 10% restocking fee was $129.97. The pick up charge came to $108.99. The original amount of the ticket was $1,844.63.The original delivery charge ($164.99), the pick up fee ($108.99) and the restocking fee ($129.97) come to a total of $403.95. $1,844.63 minus $403.95 equals $1,440.68. It appears they did accidentally process an extra $9.00 on the refund. 

   

   

   

   

   

  Customer response

  11/19/2024

   
  Complaint: 22549778
  
  I am rejecting this response because:

  first of all there was no color print out of the sofa on the day of purchase. When we went to the store after furniture was delivered in wrong color they printed out a picture of the two colors.

  And secondly the math does not add up. 10% of $1844.63 should have been $184.46 plus ***** pick up fee should have been $284.45  & company deducted $384.95.

  Plus the original delivery fee they are mentioning makes no sense that was included in the total purchase price and paid the day of purchase. 
  

  our refund should have been $1560.18 and they refunded $1449.68. They owe us $110.50. The math is very simple and I really dont understand the confusion, and the reluctance to do the right thing. 
  Sincerely,
  
  ****** & ***** ***********

  Business response

  11/22/2024

  Good Afternoon,

  I have attached an image from the original invoice the day of purchase. The 10% is not charged based on the entire order but on the price of the merchandise which was $1,299.68 therefore the 10% restocking fee was $129.97. The pick up charge came to $108.99. The original amount of the ticket was $1,844.63.The original delivery charge which is non-refundable once merchandise has been delivered ($164.99), the pick up fee ($108.99) and the restocking fee ($129.97) come to a total of $403.95. $1,844.63 minus $403.95 equals $1,440.68.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a matress from This store. A delivery was set up for a specific date and timeframe. At the end of the timeframe the delivery company phoned and stated they could not make the delivery and it was canceled by them. I phoned Ashley customer service and was promised a phone call the following Monday to reschedule. I never Received that call. On Tuesday I called And canceled the order. Later, I received a call that my delivery had been rescheduled. I informed them I had already canceled the order. They have charged my card $153.27 for canceling the delivery. I did not cancel a delivery I simply Canceled an order that they failed to deliver. Ive attempted to reach out to them multiple times and cannot get a return call.

  Business response

  10/29/2024

  Good Morning,

  I have worked with the accounting department and have had the $153.87 cancellation fee refunded to your synchrony account. We do apologize for the inconvience. Financing transactions can take 7-10 business days to reflect on the account. 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought this living room furniture in Feb of this year and the fabric is already coming a part. We went to the store and talked to a store manager and he told us that he would send the pictures to the home office and get back with us the next day but evidently he never sent the pictures or talked to the home office about it, so I feel that he was just saying that to get rid of us. We paid to much for this furniture for it to be taking a part already

  Business response

  10/16/2024

  We do apologize for the inconvience you have experienced. We can submit your information over to our ********* company to have the techncian sew down the loose threads for you. Are you able to confirm if the merchandise is still at the original delivery location? 

  Customer response

  10/16/2024

   
  Complaint: 22427039
  
  I am rejecting this response because: this is unacceptable because  #1 what's going to keep it from continuing to happen, #2 I didn't purchase furniture to have it start falling a part in less than a year, #3 this fabric is not holding up at all, it is not just loose threads it is unraveling/ coming apart. I want either a replacement or a refund. I was told in your Cullman store that there shouldn't be a problem with getting this issue resolved but I guess that I was lied to just so that they could get rid of me. I went to Ashley because I thought that you sold quality furniture but I was wrong and now you don't want to stand behind your product.  
  
  Sincerely,
  
  ****** ********

  Business response

  10/22/2024

  Good Morning,

  Are you able to email me directly at ***************************************** I will need to identify where each issue is and on which piece in order to proceed with processing the claim. If you are able to provide a picture of the manufacturer's tag (located underneath the footrest) and a picture of the damage from slightly further back so I am able to see where it is specifically. 

• Initial Complaint

  10/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a recliner in Aug 2022 with a five year extended warranty. The chair has broken twice in the same place. the first time they fixed it. The second time started on April 9, 2024. I filed a claim and they denied and closed the claim. I did not send the necessary documents. I got what they needed and refiled, they denied it again. I called the store and received an in-store credit of $1702.00. The next week, I went to the store and showed the salesman the credit. I picked out another recliner and a power reclining loveseat. This came to $1204.96 more that the in-store credit. This amount was paid with understanding that everything was find and the merchandise would be delivered in 5-7 weeks. I never heard from anyone from Ashley. After 8 weeks i called the store and was told that the in-store credit had been rescinded. No refund was ever offered and no merchandise was delivered. They said that if we wanted the merchandise delivered we needed to pay $1702. (the in-store credit). They never called or reached out to me until I called them.

  Business response

  10/16/2024

  I do apologize for the misunderstanding you have receieved in using your protection plan credit. The protection plan authorizes an in-store credit of the price the recliner was paid for at the original purchase. Unfortunately, the protection plan made a mistake and accidentally authorized an amount that was much higher than the price you paid for the recliner. The protection plan fixed the paperwork to reflect the true in store credit of $475.01 as this is what was originally paid for the recliner. 
  

  We do apologize for the confusion and lack of communication throughout the process. 

   

  If you are wishing to cancel the order due to the mixup, I can have the store process a cancellation and refund. If the order was paid for in cash, the refund will be sent to you as a check in the mail. 

  Customer response

  10/16/2024

   
  Complaint: 22425769
  
  I selected the reject notice to be sure you see my request.  I would like a full refund, no instore credits.  So a refund for the original recliner (******) and the additional money (1204.96 ) recently paid for the new selection. 
  
  Sincerely,
  
  ****** *****

  Business response

  10/16/2024

  We would not be able to refund the in-store credit authorized by the protection plan. It can only be applied towards a future purchase. 

  I can have the amount put towards the open sales order refunded. Would you like me to begin that process? 

  Business response

  10/19/2024

  We can have the $1,204.96 payement made towards the new purchase refunded to the original card. The in store credit of $475.01 that was authorized by the protection plan is not able to be refunded. It can only be used as an in store credit towards a future purchase. 

  Customer response

  10/21/2024

   
  Complaint: 22425769
  
  Put $1204.96 back on the card. I will go back to the store and buy something for the $475 store credit. I dont know yet but I will not pay tax on that amount I already paid tax on that. Do they need the old recliner I can bring it to them tomorrow .

    
  Sincerely,
  
  ****** *****

  Business response

  11/26/2024

  Good Afternoon,

  We are not able to refund the protection plan credit as it is an in store credit only, however I have notified the store to proceed with your mattress order despite no longer having the recliner. Please call or visit the ********** location to complete the purchase of the mattress. 

   

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered my couch from the **********, AL location at Ashley furniture in late July and moved into my new apartment on August 7. The couch was ready to be delivered then, but I have class and Ashley furniture refused to give me any scheduling times through the week and said that they come when they come and I dont get to choose when. My class is nonnegotiable because if I get more than 3 absences, I will face school consequences. I cant just take a day to sit and wait for a couch. Then, I waited until August 17 to have it delivered. There was a line going into the gate at my apartment on the day of delivery and delivery men got frustrated and left and stopped taking my calls. My dad called them and they hung up on him as well and refused to take further calls from him. My mom went to the Ashley store that day and they said it would be delivered this Saturday, August 24. My mom called today to ask about the delivery and she was told it was not on the schedule. I am not normally one to complain, but I have been patient and this is outrageous. I have NOTHING TO SIT ON in my apartment. They refuse to deliver the next two Saturdays due to bookings and college game day. They have given me only weekdays to choose from, which as I previously said, I am living alone and have class on those days, so I cannot be there. The earliest Saturday they have given is September 14, more than A MONTH after it was ready for delivery. Now, I am going to have to go to lengths to find someone who doesnt prioritize their school or job to come see this delivery through in my place. This is seriously an enormous failure and I would like an apology and some kind of effective remedy. I have completely derailed my schedule for this delivery two weekends in a row now.

  Business response

  08/31/2024

  Good Morning,

   

  I do apologize to hear about the delivery experiences you have experienced thus far. If you are looking to move your delivery date up we have week days available this upcoming week. If you email me directly at ***************************************** we could look into finding a delivery time window suitable to your schedule!

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 05/10/2024 I went into the Ashley Home Store at ********************************************** and spoke with ************************* (sales associate). I did purchase furniture in the amount of $15,605.31 through the Ashley credit program with TD retail (I have included the original sales order). The agreement with TD retail is that within 45 days of opening the account the account will be closed and I will not be responsible for any fees or charges on the account. I have attached the TD credit agreement. I closed the account on 06/16/2024 and paid a balance on 06/17/2024 for $1028.96 (I have attached the Payment Confirmation). The payment confirmation reflects the current balance of $1028.96. I just received a bill from Ashley Home Store in the amount of $1314.78 and I did not authorize this charge. I called the store in ********** directly and they tell me this is a "restock fee". I never received the furniture, it never left the warehouse and in accordance with my TD retail agreement I have no further responsibility to Ashley once I cancel my TD Retail card except to return or pay for items received. I paid the $1028.96 for sheets and pillows I received on 05/10/2024. I was told by TD retail my account was closed on 06/16/2024 and in spite of me closing the account ********************** went back and fraudulently placed charges on this closed account and dated it for June 19, 2024. Ashley never had permission to charge this closed TD account.

  Business response

  07/23/2024

  Good Afternoon, 

  Attached is a copy of the Terms and Conditions that were signed at the point of purchase. Any cancellations made outside of the three day grace ****** is subject to a 10% restocking fee due to the merchandise being ordered for the sales order. We do apologize for the frustrations but since the order was cancelled outside of the three day grace ******, fees will be applied. If you would like to pay the fees through a different payment method, our store can assist you with setting that up but since the order was financed through TD the fees were charged to that account. 

  Customer response

  07/23/2024

   
  Complaint: 22018885
  
  I am rejecting this response because: The Ashley Homestore actively promoted the TD financing option the day I made my purchase.  It is clear that in the TD agreement that I would have the option to cancel within a 45 day period from the day of sale.  The way the financing is set up is by a phone call by way of the store associate and the manager in the building as I was never given the opportunity to review the finance agreement that I have attached.  Within a weeks time I received in the mail in writing changes in the finance agreement even before I received the initial agreement.  I rejected the terms of the agreement with TD that allows me 45 days without penalty to cancel my order.  It is clear that Ashley Home Store and TD have a working relationship with each other and I am surprised that Ashley is not acknowledging this 45 day period that allows me to cancel without penalty.  The only acceptable outcome for me in this situation is that Ashley acknowledge the legal agreement with TD that allows me to cancel the order without penalty.   
  
  Sincerely,
  
  ***********************

  Customer response

  07/24/2024

  Yes.  The financing was secured over the phone and I never saw the terms agreement.  ALSO, after I closed the TD account someone from ********************** added charges on to it. I have never seen where a company can charge on a customers closed account without permission  from the customer.  I never spoke to a TD finance person as the office in the store did all the talking on then phone and I never spoke to any TD person on then phonier in person.  If I allow Ashley to charge on my closed account I am afraid I will end up with false charges for years to come.

  Customer response

  07/24/2024

  The financing was secured over the phone by the sales associate and I never spoke to a TD finance person.  Ashley has placed charges on the account that I closed without my permission.  I have never had a company allow themselves to place charges on my credit card without my permission.  This leaves me open for Ashley to charge whatever they want *** my credit card.  I want these charges removed from closed TD account.

  Customer response

  07/24/2024

  I was given TD financing g over the phone but the sales rep spoke with TD not me.  He just told me the credit line was approved.  I rejected the terms of the agreement once I received the terms in writing.  My account with TD was closed by me an d then someone form Ashley reopened this account and added charges to it without my permission.  I have never had a credit account where a company can allow themselves permission to charge on it.  This charge needs to be reversed immediately and without further delay.

  Business response

  07/24/2024

  If you wish to pay for your cancellations fees through another form of payment, your local Ashley store can facilitate that for you. Once the cancellations fees have been paid for through that other form of payment, the charges could be removed from your account. 

  Customer response

  07/26/2024

   
  Complaint: 22018885
  
  I am rejecting this response because:  I have spoken with TD finance and it is illegal to place charges on a credit account unless you are the owner on that account.  Also the Huntsville store told me that there were no penalties as long as I had not received the furniture.  I do not owe Ashley any money as I have not received any merchandise and in  accordance with the agreement I do not owe Ashley the alleged "penalty fees".  I was never given  the opportunity to review the TD terms agreement in store and this entire transaction has been falsified by Ashley.
  
  Sincerely,
  
  ***********************

  Customer response

  07/27/2024

  Here is the notice from ******* NA that my account was closed out on 6/17/2024.  It is illegal for a company to post charges on a closed account and without my permission.  My credit line was for furniture only and I never received any furniture and paid for the sheets and pillows I did receive.  In accordance with my ******* NA agreement and this is the bank that Ashley supports and does business with I had 45 days to close the account without penalty.  It is very strange that Ashley has an agreement with ******* NA that they are not willing to support the policy.

  Business response

  07/31/2024

  The TD account is closed to new transactions but the cancellation fees are in regard to your original contract for the purchase that was cancelled. Our terms and conditions do include a cancellation fee if cancelled after 72 hours due to this merchandise being ordered to our warehouse to fulfill your sale. If you wish to use an alternative payment method for the fees so you are not paying them through your financing, we could have this set up for you. If you would like to look at making a new purchase and using the cancellation fees charged on your TD account towards a new purchase we could also look into having this set up for you. Please advise on how you wish to proceed. 

  Customer response

  08/03/2024

   
  Complaint: 22018885
  
  I am rejecting this response because:  The terms of the purchase with Ashley were 100% based on financing with ******* NA.  ******* NA has a clause that allows purchases with Ashley a 45 day period of no fault return.  Since I never received the furniture and paid for pillows and sheets I did receive I have no further obligation to Ashley.  Ashley cannot have it both ways.  Ashley obviously has an agreement  with ******* NA and they fully understand the agreement and the 45 day clause of no fee return.  No fee means no fee.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a patio set from Ashley furniture on 6/25/2024, along with a $400 three-year protection plan, after having an issue with the cushions, it has been over 40 days and 5 star service the warranty company has been giving us the run around and not answering our calls, I called Ashly ******** and the same issue, If the warranty is not going to cover anything we would like that money refunded.

  Business response

  06/04/2024

  Good Morning,

  I do apologize for any issues you are experiencing with the ************************ I have reached out to my contact for more information on your claim. In the meantime, feel free to reach me directly by emailing ***************************************** As soon as I receive an update, I will contact you. 

  Thank you!

   

  Business response

  06/04/2024

  My contact with the protection plan has responded and they are ordering a replacement cushion. 

  Customer response

  06/04/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ordered a purple mattress with adjustable base and was told that we could exchange for two mattresses that make up a king ** with 2 bases for about $400 if we were not satisfied. Sales person continued to emphasize this until store manager provided a quote of over $ *****. We had already spent double this on our initial purchase. When Ashley delivered the mattress the 2 installers did not know how to install with our Ashley bed with storage drawers in the end. This was the major reason we chose Ashley for the mattress purchase. One of the installers got mad and during the install ripped the mattress cover while being very unprofessional and rude. Sales person said they would deliver another mattress and a kit to fit the storage bed within 2 days. Ashley customer care sent a new mattress cover only with no solution for the adjustable frame interfering with the drawers. Several other commitments from the sales person were not allowed or honored so here we are with a torn mattress cover and no solution for the drawers. I cannot change the cover due to a lower back issue so we are having to live with an unacceptable solution. Store manager was very rude in her approach and now the store has cut-off all communications with us and ************* is not helping. The sales person was very dishonest with us during the entire process.Update February 4, ****, we still have no resolution to our problem and the nice lady that was helping us will now not respond to texts or calls. Our mattress was delivered on 8/29/2023 with immediate problems and 6 months later no resolution and another round of broken promises. I am transmitting this review as one last and desperate attempt to have Ashley Furniture ********** ******* take ownership and fix their failed customer service and inattention to our issues.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our sectional sofa from Ashley on 8/15/2020 along with their 5 year Platinum Plus warranty, which meant that if any stain, tear or rip happened in the first five years of purchase, Ashley would replace either a portion of or the entire sofa. In January of 2023 we noticed a tear and started the process of filing a claim. The local store said they could not help us and gave us information about who to contact. Trying to contact anyone within 5 ************ (warranty company) was next to impossible but we finally got the information we needed which was to file the claim online. We started to fill out the online form only to read that the requirements to file included very specific pictures of the tear from various distances from the sofa. Because the sofa is in our rental cabin, it took some time for us to get there (because we had guests and it is over an hour away), get the appropriate pictures and file the formal warranty claim. That claim was officially filed on July 21, 2023. After hearing nothing for well over two months and seeing that there was a claim number and assigned to a specific rep, I called, was put on hold for 15 minutes only to be transferred to a voicemail. This happened countless times. I was never able to talk to a representative, was always transferred to voicemail which I left one each and every time and never heard back from anyone. After months of frustration, we went back to the local Ashley store to talk to our original sales ******** was nice enough to call some of his Ashley contacts only to call back (after he waited for responses for over two weeks) and let us know that Ashley declined out claim because it took too long for us to file the claim from the time we noticed the tear. This is simply ridiculous. We paid $250 for this extended warranty and had every assurance that the claim would be honored. At the very least, we want our $250 back. We feel cheated and completely taken advantage of.

  Business response

  02/10/2024

  Good Afternoon,

  Our Vice President of Operations has reached out to you via email and she is working with the protection plan company for a resolution. 

  Customer response

  02/12/2024

   
  Complaint: 21211407
  
  I am rejecting this response because:
  the extended warranty specified that a portion or a full replacement of the sofa was expected if there was a stain, tear, or damage.  Ashley cannot replace the section that has damage so we believe at the very least, we need our extended warranty refunded.  

  
  Sincerely,
  
  *************************

  Customer response

  02/22/2024

  I havent gotten an update in a while.  Im hoping to hear from either Ashley or BBB.  Thank you!

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

  Business response

  02/24/2024

  Good Morning,

  I am currently working with the *********************** to get you the refund you requested. Once I have confirmation that it has been processed, I will email you directly!

  Customer response

  02/26/2024

   
  Complaint: 21211407
  
  I am rejecting this response because:
  While I appreciate the companys response, Im not ready to close the complaint until we have a full resolution. 
  Sincerely,
  
  *************************

*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. ↩