Furniture Stores
Ashely FurnitureThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Furniture Stores.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered 4 pieces of furniture back in September and received the furniture in October. 2 pieces of furniture had damage. I filled a claim with both pieces of furniture on the same day I received the furniture and provided pictures. Ashley ********************** came out two weeks after filing claim to fix the furniture. They fixed one piece but said they didn't have a claim on the second one. The technician took pictures and said he would put the claim in. I waited several weeks and heard nothing. I went to re-file a claim on the second piece, and they said they needed pictures (again) so I sent them pictures, again. They found looked over the claim and stated they needed to order the parts and then a technician would come out and replace it. Then the parts showed up at my house. I waited a few more weeks for them to call about the part and nothing. I called again and they stated that I was supposed to call when I got the part in, they did not tell me this originally. I scheduled a date and they never showed up. The technician had called in sick that day and they never told me. That part was in January. I called again to complain, and they rescheduled. I told them I will not take any more days off from work to wait for a technician and that they needed to send someone on my time since they already cost me money the last time. They refused to meet that expectation. They went ahead and scheduled another date. I could not take that day off and was not notified that the technician was coming until the day of. The technician came and I was not home. I called that same day to reschedule. Once again, I was told it had to be on a Tuesday. I received a confirmation that the technician would be out on Tuesday March 12. The day of I didn't receive an email stating that the technician was on their way. I got nervous because that's what happened the last time, they didn't show so I called. They said I was rescheduled for the 14. I was not notified of this, nor did they ask for permission to change the date. I am now waiting for customer service to contact me. Issue has not been resolved.Initial Complaint
12/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Recieved Ottoman on 11/23/23 and it was damaged. Immediatly contacted ****** Furniture and it was very hard to get ahold of someone.When calling they werent helpful . Was told that if I donate it and send them a reciepet I could get my replacement. I said NO. I would like them to pick up merchandise then so I can get replacement. After calling over 10 times, being told it was going to be picked up as well as calling ***** nothing! Im fed lies... It is now 12/4/23 and no pick up as promide from ***** through Ashleys. Please Help!! I really just wanted the ottoman I ordered. And for it to be without damage.Initial Complaint
04/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a couch and ottoman from Ashley ******************** that was to be delivered in 4-6 weeks. 6 weeks later I am scheduled for delivery. I took the day off and the delivery people arrived with only the couch. I inquired on the ottoman and they stated they knew nothing about it but must be on back order. I call and they inform me yes it is on back order. A couple weeks pass and on 3/23/23 I receive a text that my ottoman in in and will be delivered 4/1/2023. I now got a text on 3/31/23 that they can't deliver it as scheduled. I now have to take a second day off of work and feel i should receive both my ottoman on scheduled day of 4/1/23 and a discount/refund on part of this order to to my inconvenience and lack of communication from Ashely furniture.Initial Complaint
12/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We bought a sofa from Ashley's (Milpitas, CA) 2 years ago. We discovered a tear in the bottom fabric of the sofa and immediately contacted Ashley to ask them for a remediation since we have insurance coverage for this sofa for 5 years. Ashely told us that they are sending a technician after 20 days. We patiently waited for the technician to arrive on the scheduled day but the technician didn't arrive and we called Ashley. They told us that the technician won't arrive and that Ashley can't fix it since it is out of the one year warranty and asked us to call GBS (Insurance company). We were not even aware that the insurance company was different than Ashley as while buying the sofa we were told we are buying insurance form Ashley. We contacted GBS and they told us they can't help us as it is not covered by them. We contacted Ashley again, they told us they are sending a technician again (we have email confirmations for the same). The technician didn't come for the second time. By this time, 2 months had passed by and we were not even able to sit on a $1300 sofa. After 2 months, we regularly called the Ashley Milpitas local store. Every time they gave us a new reason - technician will come, they are buying parts and waiting for it to arrive, the office manager is not in today and we can't do anything without her, GBS hasn't replied yet, etc. We are completely traumatized by this experience and customer care. We couldn't use an expensive sofa and were constantly on calls with Ashley without any remediation for 3 months. This is a fabric tear that was not caused by us, it was likely caused by the cheap materials used by Ashely to build the sofa. We were tricked into buying an insurance plan by an Ashely representative in the Milpitas store and were told the insurance would cover any damages. We have also raised our concerns on Twitter and on emails to the Milpitas store. We have proof of all the email conversations and the twitter thread where Ashley hasn't even responded. Finally we got tired and decided to get the sofa fixed spent an additional $400 on it - we have the receipt from it as well. Ashley case number : ******** GBS Case number : ****** We want a refund of $1700 ($1300 price of sofa + $400 fixing the sofa).Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a dinning set Dec 2021, and the set was delivered end of Jan 2022. There have been issues with the set since day 1. The table & bench was wobbly and uneven. Finally after many attempts the company came to fix that (replace the top). The chairs, however are squicky and make a noise when you sit on it. The paint is peeling off and the chairs look very bad. The technician that came to the house was very rude *************************** Company was supposed to get back with us to see whats the next step is, and we have not heard from them. I have attempted to call the company many times and they are not willing to help. They just said that is because of used or us making own damages to the chairs. Which in my opinion is really ***** why would I damage the chairs if I'm still paying for them.. I'm just asking them to exchange the chairs. I hope & pray that you could help me.. Thanks in advanceInitial Complaint
05/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I returned two couches worth ***** ** one couch was returned in Nov30,2022 and the other one was picked up January 4,2022 and they haven't refunded my credit card account everytime I reach out they give me an excuse say it will take three business days then I email again and they say they will investigate I call and they say they accidentally closed my case it's been 4 months and I still haven't got a refund and third party credit card is after me daily. They said they would send ******** ******* a letter indicating I don't owe but that has been 4 weeks now and still nothing has been sent. Please help me resolve this it's causing me terrible anxiety
*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. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.