Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 01/15/2025 between 2:30 pm and 4:47 pm at the above-listed location. I had spoken with several representatives throughout the above-listed time frame. I finally requested to speak with a supervisor and was transferred to ******. I began to inform ****** of my concerns. After providing ****** with my concerns, I found myself repeating everything to ******. I must have repeated myself at least six times to ******. Please, I urge management to pull the call. The supervisor appeared to be very confused and not attentive to what I was conveying to her. Approximately thirty minutes later I called back to customer service to request to speak with another supervisor other than ******. I gave representative Nestley an explanation as to why. Representative Nestley responded saying ******** manager was checking into the matter and would follow up with ******. The representative also informed me that ****** would contact me sometime tomorrow. I mentioned my request to ******* again, but it was denied. I informed ******* that I would send a complaint to the corporate office about my experience, and she replied saying I am at the corporate office. The representative was very unprofessional and rude. She refused me the right to speak with another supervisor for obvious reasons. The customer service mission is to take care of the customer, it's the consumer's number one priority. I am 100% certain that my request was more than reasonable.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WE WERE TOLD ON COMPLAING OF BROKEN OR DEFECTIVE PARTS THAT IT WAS SOLD AS IS SO THAN WHY WERE WE CHARGED FOR A WARRANTY OF $319.99 IF IT IS NO USE SO I WOULD JUST LIKE MY $319.99 MONEY BACK AND FOR THEM TO TAKE RECLINER WITH DEFECT $463.45

  Business response

  05/08/2024

  Please see the attached copy of *** ******** signed sales ticket dated 11/2/2023. At that time *** ****** had planned to have the “Clearance” items delivered by a third-party service. The next day, 11/3/2023, he decided not to pay for that service, but to pick the merchandise up from the showroom himself. The attached signed pickup receipts show that he took the rug and lamp with him the day of the sale, 11/2/2023. He pickup the other items on 11/3/2023. Each receipt states, “I acknowledge receipt of my merchandise is good condition. Further, customer assumes all responsibility for the safe transportation of the merchandise and will ensure that the items are properly secured to avoid both damage to the items and to avoid the items sliding and blowing off the vehicle.” The policy on Clearance items is stated in the signed Customer Sales Agreement: “There are no refunds, returns or cancellations permitted on items sold “Clearance” and/or “as-is”.” The customer had disputed the charge of the lamp and recliner as “defective” with his finance company in December and was unsuccessful. To help maintain a good relationship with our customer, we will refund the charge of the third-party’s 5-yr Protection Plan provided by ******** in the amount of $319.99 plus tax. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch from Ashley Furniture in Oct of 2019. included in the purchase is a 5 year comprehensive protection plan (warranty). I had to submit a warranty repair claim in Oct 2023, and the claim was denied. The claim was denied NOT because it is an invalid claim, but because the warranty company has no record of a warranty for this. Note, it was the seller's responsibility to invoice/register the warranty, not the consumer. I have been back and fourth with Ashley furniture store, and their contracted warranty company https://****************/ with no resolution. Ashley furniture is refusing to issue a refund for the warranty. Now I am out $$314.99 for the warranty and I have a broken couch I have to pay for out of pocket. I have since filed a complaint with the ***** ******** ******** office with no resolution. Attached is the email thread(s). Note, since there are multiple threads, I exported all of them and pasted into word and saved as a .pdf. It's a bit messy, but It's the only way I can attach all correspondence in one attachment.

  Business response

  04/29/2024

  We have contacted *** ********** to discuss the issues and have reached an agreement.

  Customer response

  05/01/2024

  [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

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Dining Room set on 6/9/2020. With this we purchased the 5 Yr protection plan. We were told that it covered accidental spills and that if a seat or the table top had gotten soiled or discolored it would be covered. We asked at the time what would happen if we had a soiled seat cushion from one of the kids getting food on it or something. They told us we initiate a claim and the warranty company will send a technician to clean the area. If they are not able to clean it they will replace it! We agreed that was worth the additional investment and purchased the coverage with that in mind. For the first time we tried to submit a claim based on several of the seats with stains from the kids. We also have discoloration on the tabletop that needs attention. Upon filing the claim we were denied as they said it was not covered. We want a resolution to this as we paid for a service that we are being denied. Either Repair, replace or give us a store credit and we will find another set. *** ****

  Business response

  03/06/2024

  The majority of ****** HomeStores are individually owned and operated; we are franchised/licensees. Mr. & Mrs. **** are correct that they purchased a Platinum Protection (PLT) Plan from an ****** HomeStore. The store they purchased from sold their business at the end of May, 2022. The PLT Plan is a third-party insurance plan used by the previous owner to protect the customer’s purchases from accidental damages. Decisions on what is covered are not made by ****** Furniture, but by the Platinum Insurance Company/Risk Assurance Partners. The information that the customer provides to Platinum when filing the claim is used to determine if the claim is covered under the plan details. It would be best to follow up with the insurance company as to the reason of the denial. This complaint needs to be addressed to PLT/Risk Assurance Partners directly. 

  Customer response

  03/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21372165

  I am rejecting this response because:  I *** ****, in good faith made a purchase from ****** furniture for a product with a protection plan.  I was INFORMED by an ****** Furniture Representative that I would be PROTECTED for such incidents as mentioned previously.  Passing the buck and making me now "chase" the 3rd party that was contracted by ****** Furniture is not any way to treat a customer.  I want a representative of ****** to contact me and work on this incident to come to a resolution.

  Regards,

  *** ****

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a section on 12/9/22, along with a Guardian protection plan. We noticed that spilling water on the couch caused the fabric to stain. Guardian sent a technician to clean it in ***** **** and made it worse. We placed another ticket in ***** **** and they ordered fabric to the technician can reupholster it. It has been almost a year and they couch is still not fixed. We have placed several complaints to no avail. We have asked Ashley to replace the sectional with another one since the fabric on the one we bought is defective, to no avail.

  Customer response

  02/06/2024

  We purchased it at the Ashley Store in River City Drive, Jacksonville, FL in the St. John Town Center

  Business response

  02/12/2024

  Please see attached a copy of Ms* *********** signed sales ticket dated ********* in the amount of $******** This is for a six-piece sectional and an ottoman plus the added 5-year Guardian Protection plan. Guardian is a third-party insurance plan we offer our customers to protect their purchases from any accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the Guardian Insurance Company. Pamphlets and flyers are available in the stores outlining the coverage. The information that the customer provides to Guardian when filing the claim is used when they determine if the claim is covered under the plan details. Items were delivered on 11/15, 11/18 and 12/10/2022. Please see the attached signed delivery receipts. A representative from the store called into our Service & Warranty Department on ******** on the customer’s behalf to report issues with the sectional. Service and Warranty followed up with the customer asking for photos of her issues with the sectional, see attached. The customer explained how she used “soap and water” on the sectional and it caused it to darken. She was advised that staining is not part of the manufacturer’s warranty and she would need to contact Guardian. (See attached Service Request Reports) On ********* and 1********* parts were ordered for Ms* *********** sectional per Guardian’s Authorization that were sent from the manufacturer directly to the customer’s residence.  From the emails received from Guardian, they were unable to remove the stain from the chaise and have authorized the replacement of the chaise. A copy of a Guardian flyer is attached and it states; “full item replacement if unable to clean or repair”. Any further issues Ms. ********* has with her sectional, she would need to contact Guardian directly at ************. Stain removal in not part of manufacturer’s warranty, nor was the material ever found to be “defective”. This complaint needs to be directed to Guardian if the customer is not satisfied with Guardian’s decision or service.
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempted to purchase bedroom furniture from Ashley Home Furniture store in 2021. Furniture was delivered to home, but was returned back on truck same day, due to broken parts (multiple dresser drawers broken, headboard and footboard piece was chipped in many places). Bed set arrived in poor condition. For the past 2 years, I have been disputing situation up to today's time. Spoke with employees of store that work in the payment department and that was unsuccessful, because I was told to deal with ********* ****. ********* **** was used for my payment option to purchase furniture. However, ********* kept sending me back to Ashley Home Furniture Store. Ashley Store told me that situation was out of their hands and they will not tell me what furniture the charges are for. I do not have furniture in home, I have proof that furniture was cancelled and returned back to store; therefore why is ASHLEY FURNITURE HOMESTORES/********* **** charging me and sending me to creditors. The payment owed on statement is $930.63.

  Business response

  12/06/2023

  *** ******** disputed her charges with ********* **** in 6/2022 and again in 9/2022. Both times the outcome was the same, ********* **** found in our favor.  The signed sales ticket and authorization dated 5/31/2021 are attached. The customer financed part of the ticket with her ********* account. She received 3 separate deliveries. Please see the attached signed delivery receipts. The first delivery was on 9/3/2021, the second on 9/18/2021 with another one on the same day, 9/18/2021. Due to issues with the full-size bedroom set, it was returned and picked up on 11/12/2021. Please see the attached signed pickup receipt. The customer received a refund to her ********* account for the items returned, see attached. The customer will need to talk to ********* **** concerning her account balance with them as they are her financing company. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a leather set been bout 5 yrs now,it lights up . Approximately 7 months after I bought set, over 8 grand, the couch stopped working .I went back n fourth with their repair company about them coming out to replace the whole cup holder assembly, switch part of that assembly, they said that was the issue. It was horrendous dealing with the repair company so much that mgr ****** got involved, said it was ridiculous, i said who you telling.Finally after over a month , they *******)replaced the couch. I told ****** my concern was if this went bad so early, what happens when it does out of warranty? The tech that came out just to verify it was the switch/cup holder assembly said it’s a big issue with this furniture and has replaced a bunch.My response, GREAT .This furniture is maybe 5 years old now but still has tags on it. Don’t use it much .it’s in a secondary room . They replaced the couch , moving forward,THE FURNITURE NOW HAS A RECALL, lights can heat up and cause a fire .And the switch stopped working on the recliner.To add to it I called in for a repair on the recliner as IT STOPPED WORKING.maybe a yr ago ,When they called me about repairing it , I canceled it as it was working again .WELL NOW ITS STOPPED WORKING. When I got the recall , they said Ashley will call me and they said let them know about the switch . The never called !!!I only the repair company they subcontract with to pick from 2 dates , both a Tuesday between 8-12. I CANT DO THAT. I WORK !!! I need a Saturday, it should be when convenient for me not them .It was in a email and text I got from repair company So I called them. Girl was like the first encounter, matter a fact attitude and said your ticket was closed. I said what do you mean closed ? When ? She said bout a hr ago, because I responded I needed a Saturday , so they just closed the ticket . Here we go round 2. I bought 3 piece from Ashley, not the repair company. Sos# ******* That number was with FSN.repair#excuse caps,pasted

  Business response

  11/03/2023

  Mr. ********* was delivered his 3-piece sectional on 10/18/2019, please see attached sales ticket and delivery receipt. The sofa was exchanged as he stated, on 5/28/2022, due to damage. The recall on the sectional the customer purchased was issued by the manufacturer, Ashley Furniture Industries, as our stores are individually owned and operated. Affected customers were notified directly from AFI and were asked to register on AFI’s website for the number of cupholders needed to fix the issue. After registering with AFI, customers received a text. A copy of Mr. *********’s text is attached. The text was sent on 10/20/2023 explaining that the cupholder kits were being sent directly to his home and that he would be receiving a call from a third-party technician, Furniture Solutions, to schedule the installation. We understand the customer’s frustration with scheduling the third-party technician. Unfortunately, we do not have any control of another business’s scheduling department. It would be best for Mr. ********* to continue this matter directly with FSN. They should be able to work with the customer and his schedule. 

   

   

   

  from the desk of

  Sue Ruffing

  Audit/Dispute Resolution Dept.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased bedroom furniture and the 5 year ******** ***** ******* ********* ********** **** on 7/26/21. Anticipated delivery on 9/7/21 and did not receive our furniture until November 2021 after we called and complained about not being delivered on time. They did refund the delivery fee. On 9/11/23 we came back from vacation and noticed the mirror had slid down drastically. The mirror was not properly placed and screwed in when assembled. We took pictures and filed a claim only for it to be denied and told by * **** ******** that it was the store’s responsibility to fix it because it was not assembled properly. We went to Ashley and they told us there was nothing they could do because our manufacturer warranty expired after one year of delivery. We have been back and forth trying to get Ashley’s people to fix it because they installed in wrong in the first place. Our only option is to pay for a technician to fix it. This is bad business! Why have a warranty that you purchase that won’t even send someone to assess the damage and fix it. And if your employees messed up on the install then you should want to fix it. We will never go to them again.

  Business response

  09/29/2023

  The majority of Ashley HomeStores are individually owned and operated; we are ********************. *** ******* was correct that she purchased a ******** ********** ***** **** from an Ashley HomeStore on 7/26/2021, see attached signed sales ticket. All the items she purchased were delivered to her on 11/4/2021 in one delivery trip, as requested by the customer. Please see the signed delivery receipt with photos. The store *** ******* purchased from sold their business at the end of May, 2022. The *** **** is a *********** ********* **** used by the previous owner to protect the customer’s purchases from accidental damages. Decisions on what is covered are not made by Ashley Furniture, but by the ******** ********* ************ ********* ********. The information that the customer provides to ******** when filing the claim is used to determine if the claim is covered under the plan details. During the timeframe of this complaint being filed, *** ******* and other customers like her, have received a letter from us explaining how to best contact ******** ********* ******** directly. This letter provided the customers the phone numbers and an address as a contact to help them with their questions and claims with **** ********* ********. As *** ******* 1-year manufacturer warranty expired on 11/4/2022, she would need to contact ******** ********* ************ ********* ******** as outlined in the letter sent to her.
  

  Customer response

  09/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: We have already called the **** ********* ******* and they said that the reason the mirror is falling out of the dresser is because of how poorly it was assembled. They denied our claim we filed.Our only option is to pay $99+ to have a technician come fix it. No one wants to take responsibility for the poor work or want to fix it without charging more money and the pictures taken after install don’t show the back of the dresser/mirror. 

  Regards,

  *** *******

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted the warranty’s department regarding the color coming off the leather on the couch. Sent pictures as requested and spoke to a **** *** with the warranty department ************ and she said that the warranty did not cover normal wear and tear. This furniture was $3000 per couch and less than a year old can you help

  Business response

  06/30/2023

  Ms. ******** did purchase 2 power reclining sofas with adjustable headrests on 11/19/2022. She was delivered on 12/2/2022. Please see the signed sales ticket and delivery receipt with photos that are attached. The customer called our Warranty & Service department on 6/12/2023 to report issues with “discoloring” on one of the sofas. The customer was asked to submit photos of the issue to better understand the problem. Unfortunately, discoloration is not covered under the Manufacturer’s Warranty. This was explained to the customer on 6/20/2023.  The BBB complaint Ms. ******** wrote is dated 6/21/2023. In the meantime, the Service Department has been researching other avenues that may be open in helping this customer. They were able to obtain a credit for the customer for the affected sofa. The Service Department contacted the customer on 6/30/2023 to explain the process and is currently working with the customer to help her resolve her issue. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a coffee table and two end tables from Ashley in April of 2022. At the time, the salesman said he was throwing in a 5 year warranty with our purchase. We were not given a chance to review or reject this. We later saw we were actually charged $60 additional for this warranty, not given it as the salesman had suggested. The leg on the coffee table broke completely off within 6 months, and upon reaching out to Ashely customer service, we were told the warranty is done through a third-party (something we were not told about at the time). It has now been 6 months of calling Ashley, being shipped the wrong part (5 times), scheduling a technician to come out months later, just to not be able to fix the table because Ashley sent the wrong part AGAIN. We've been stuck playing monkey in the middle between Ashley and the third party. This coffee table has been sitting broken in my apartment for 6 months taking up space and there is no end to this nightmare. Ashley tells us whatever we want to hear to get us off the phone and this never gets resolved. I need a resolution to this issue or I will have to take legal action.

  Business response

  05/10/2023

  Attached please find a copy of the customer’s signed sales ticket dated 4/10/2022 for the cocktail table, 2 end tables, delivery, 5-year protection plan and taxes. The customer received delivery on 4/15/2022, please see the attached signed delivery receipt with photos. On 1/27/2023, the customer contacted our Warranty & Service Department to report the issue of the leg of the cocktail table being broken, see the attached report. The necessary part was ordered under the 1-year manufacturer’s warranty and sent directly to the customer from the manufacturer. The customer notified Service upon receipt of the part and a third-party technician was scheduled to do the installation. The technician called to confirm the day of the service call on 3/8/2023. The customer stated that they were not home and that they received the wrong part, see technician’s report. The third-party technician billed us for the last-minute cancellation on the service call. Another part was ordered to the customer and, upon receipt of the part, an in-house technician scheduled. The customer confirmed the serviced date of 4/28/2023. The customer cancelled the morning of 4/28/2023. The customer was rescheduled for 5/4/2023 with the third-party technician. On 5/3/2023 the technician reached out to confirm with the customer. The customer texted to cancel the service call due to the wrong parts being sent, see attached. On 5/9/2023, the Warranty & Service Department texted the customer requesting photos of the incorrect parts. Attached is the text message from the customer with the photos. The customer has been receiving the correct parts but is refusing service. We will honor the 1-year manufacturer warranty (which expired on 4/15/2023) for this specific repair of the cocktail table’s leg until 5/31/2023. The customer has a third-party 5-yr protection plan which can be utilize until 4/15/2027. 

  Customer response

  05/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: As you can clearly see in the photos I sent you, you HAVE NOT sent me the correct part. Instead, I have five of the wrong part which the service team cannot do anything with. This is one of the worst customer service experiences I have ever had, and I will be pursuing further action. 

  Regards,

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

  Business response

  05/12/2023

  As stated in the previous response, the customer’s 1-yr manufacturer’s warranty expired on 4/15/2023. We ask that he schedule a technician before 5/31/2023 and allow the technician the opportunity to evaluate and install the parts the customer has received. 

*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. ↩