Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am incredibly frustrated since I have placed numerous calls, emails. and disputes regarding the issue going on a year now. My charge in question originates from an order (order # **********) that was placed at the **********, ** location on 02/25/24. This order was CANCELED within the required period of time that is necessary to NOT incur a cancellation or restocking fee. I have spoken to the sales person at the store that placed and cancelled the order (***** *******) and he has agreed no charge was to be issued for this cancellation. He also stated that this charge was incorrectly left on the account and was to be credited back to a different order that was placed at the Spartanburg location - but this order was not completed and was canceled as well. In summary, I placed two orders (one at each location) and each was canceled within 48 hours by the selling associate and NO charges should be on my account.Please remove this charge or direct me to who can rectify this issue to prevent any further legal action.

  Business response

  02/05/2025

  Hello,

  Thank you so much for bringing this to our attention.  We are sorry that you have been working on getting your refund for so long.  We have submitted a refund request to our accounting department for your cancellation fee.  We will send this refund in the form of a check to the address on file.  It will be mailed within 7-10 business days.  If you have any questions, please contact us at ************.  

  Thank you,

  Ashley Customer Care

  Customer response

  02/06/2025

   
  I am rejecting this response because: in lieu of a refund check, I would like the charges reversed from my Ashley Synchrony credit card account. Since it has taken months to resolve the issue, my account now has been closed and negative reports have been made to the credit bureaus as delinquencies. I simply would like the charges (and accrued interest, late fees, etc.) to be reversed and the negative remarks/delinquencies removed from my credit history. My account number is *******************. If you review both my calls to Ashley **************** and ************** - you will see the multiple attempts for disputing these charges.
  
  

  Business response

  02/06/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We sincerely regret the frustration and inconvenience the customer has experienced. We understand their concerns regarding the cancellation of their orders and the subsequent charges on their Ashley Synchrony credit card account.
  
  After reviewing the details, we acknowledge that the customers refund request was not processed as quickly as it should have been, and we sincerely apologize for any delays. As of our last communication, we have submitted a refund request to our accounting department, and a refund check is scheduled to be mailed within 7-10 business days.
  
  However, regarding the customers concerns about their Synchrony account closure and credit reporting, it is important to clarify that Ashley does not have control over Synchrony Banks credit reporting, dispute process, or account management policies. While we recognize the frustration this has caused, it was the customers responsibility to continue making minimum payments while the dispute was under review to prevent late fees, accrued interest, or negative reporting.
  
  If the customer wishes to dispute the credit reporting further, they may choose to provide this correspondence with the BBB to ************** as supporting documentation. We recommend that they reach out to ************** directly to discuss any potential resolution regarding their credit history.
  
  Warm ************************************************

  Customer response

  02/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. I will contact ************** for further action.
  
  Thank you. 
  

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original date of purchase 11/18/2022 Transaction#********** I originally purchased this sofa/chaise lounge set on 11/18/22 within a month I was having issues with the cushions getting really wrinkled and looking old and terrible. They gave me the run around for weeks just attempting to send new cushions one by one. I then got in contact with ****** ****** at the corporate office he was a resolution person so he agreed to replace the couch and refund $300 of my purchase. He also told me if I had any issues in the future I would be taken care of no problem due to all of the issues for months on a brand new couch. So in 2023 I got the new replacement couch and the same thing started happening. So I called and they offered replacement cushions up until last year. Well the issue is still here and now they are attempting to make me pay for replacement cushions when this documented issue has been going on for 2 years. The couch is manufactured by Ashley so I don't understand them not standing by their product after endless issues for 2 years.

  Business response

  01/29/2025

  Good afternoon, 
  
  While this order is no longer covered under the one-year limited manufacturer warranty, we have placed a courtesy parts order for the guest to assist with the issue. The guest has been updated about the parts order information and we have explained that this one-year limited manufacturer warranty is no longer active. 

  Thank you, 

  Ashley | Customer Experience Team? 

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Continuous delay of item with false information as to why. Item was told to me upon purchase that it would be delivered on the 17th of January. I received a call near the 17th stating that the item was delayed due to "weather" and it would be the 25th before arrival. A warehouse employee who would be confirming the deliver advised me...that it had nothing to do with weather, that the item was "Not there yet" and they were waiting. I was told the deliver date would be the 25th. On the morning of the 22nd of January, i received a call that the item would be delivered the 29th. I advised them of my past conversations, to which they said the item was delayed again and did not provide a reason. Therefore i cancelled the purchase. The person stated they would notify the store for the cancellation. They advised me that the agent i purchased from was "not in" so upon his notification it would be cancelled. I asked to speak with management so i could confirm the cancellation and refund today. I was the placed on a call to the store and met by "Ebony" who told me the management was coming to the phone. "*********" told me that they would be charging me a 10% cancellation fee. She stated i should have been told this upon purchase. I stated that although i had nothing to do with the delays, false information as to the continuous delays, etc...i would still be charged? The answer was yes "ten percent." I then asked for a confirmation code or verification of the delay. "*********" stated that there was no code, they just cancel it. I then asked her to confirm her last name "*****" the amount i was being charged and to send me an email to confirm my cancellation so i may have verified record. This took place on 22 January at 10:10 am. No email return at this time at 10:50 am. I consider a FULL refund with no cancellation percentage be expected when the continuous delayed item has nothing to do on my purchase, delivery or in any manner as a customer.

  Business response

  01/22/2025

  Hello,
  
  We apologize for any inconvenience. Per the terms and conditions agreed to at the time of purchase, a fee will be incurred if the order is canceled more than 3 days after the purchase date.
  
  Best regards,
  Ashley Customer Experience Team

  Customer response

  01/23/2025

   
  I am rejecting this response because:  The "3 Day" cancellation policy should be explained verbally upon purchase.  Furthermore and of most importance.  The original delivery date should be made, or explained that there is NO expected delivery date since my date went from the 17th, 25th, to "possibly" the 29th...etc.  If the company is unaware of when a guaranteed date can be completed, then no delivery date should be told. My complaint stands.
  
  

  Business response

  01/24/2025

  Good Afternoon,

  Thank you for bringing this matter to our immediate attention. We have contacted the guest to apologize for their overall experience and have submitted a refund request in the amount of $200.00 to cover their cancellation fee. 

  This matter has been resolved

  Customer response

  01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $2327 for a sofa and ottoman on 12/7/24. We were told there would be a 7 day return period from delivery, which is also stated on their website. On 1/10/25 the furniture was delivered and on 1/15/25 I went to the store to ask about a refund or replacement due to off gassing causing severe headaches, quality issues with stitching throughout, a tear in the fabric upon delivery and a multitude of other reasons. I was told all returns would need to be handled online. So I went online and they informed me that they only handled returns for their OH stores and directed me to call a number, in which I did. The customer service agent I spoke with informed me that the items were not able to be returned since we signed at delivery that they were received. Mind you, the furniture was in 6 large boxes that took hours to unbox and assemble since Im not able to lift them alone and were merely dropped off on my porch. How are you to know if the items delivered are in acceptable condition at that time? The false promises made at the time of purchase, and also made by the store when I attempted to return in store 5 days later are appalling and unethical. I feel they said anything to simply make the sale and then to get me out of their store.

  Business response

  01/17/2025

  Dear Better Business Bureau,
  
  Thank you for forwarding the concerns of our guest regarding their recent purchase of a sofa and ottoman. We value all feedback and aim to ensure a satisfactory resolution whenever possible.
  
  After reviewing the situation, we have granted the guest an exchange to select a different collection. As part of this exchange, a 10% fee will apply. This fee is in accordance with our policies and covers the handling of the original items.
  
  To address the guests concerns about delivery and product condition, we have included Ashley DASH **************** in this process to ensure that the delivery of their new items is completed in good, whole, and proper condition. This additional step is intended to provide peace of mind and a seamless experience.
  
  We believe this resolution strikes a fair balance by addressing the guests concerns while upholding our policies. Should you require additional details or documentation regarding this case, please do not hesitate to reach out.
  
  Thank you for your time and assistance.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  01/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I recently purchased a new home and we went to the ************ store to furnish it. After placing a $14000 order we were quoted a set of delivery dates that ultimately were never honored. All throughout our visit that day we were assured by the salesman that if we were dissatisfied with any items upon delivery we could return them. At the time of purchase I wrote a check that I asked the salesman not to cash for 3 days so I would have time to transfer the necessary funds. He assured me that checks were not presented for payment until the delivery was made. The next day I saw that the check had already been presented and that I incurred a $15 overdraft fee due to lack of funds. When I spoke to the store manager , April, she assured me she would reimburse me for my loss. I am still waiting and she will not return my calls. A few days after we placed our order we were informed that our delivery date was changing and that we would need 3 separate deliveries to complete our order. The first delivery came with several wrong items and several pieces missing. In addition one item was damaged. Also hardware required to install the dresser mirror was not provided. The second delivery was a couch that turned out to be too big for our living room but at the time of delivery only my wife was home and she wanted to get my opinion before we were sure. Rather than have the delivery truck wait until I returned she accepted the delivery. When we informed customer service that we would like to return a section of the couch so the couch would fit in our living room we were told that we had already accepted delivery. Mind you we were still waiting for a third delivery that would have made returning the item very easy. Subsequently we received our third delivery and the hardware to mount the mirror was still not included. At this time we like two things. A reimbursement for our overdraft fee and the ability to return the sofa section for a refund.

  Business response

  01/04/2025

  Hello! 
  
  Thank you for bringing this matter to our attention. We have worked closely with the customer to address and resolve all of their concerns.
  
  Check Cashing Issue: The customer was informed that checks cannot be held and was given the option to delay their order. However, they chose to proceed with payment to secure their delivery date. We have reimbursed the $15 overdraft fee as a courtesy.
  Couch Return: Although our policy states that items accepted into the home cannot be returned, we approved the return of the oversized sofa as a one-time exception. The guest was notified, and arrangements have been finalized.
  We value the guests feedback and have taken these steps to ensure their satisfaction. If there are any further questions or concerns, please feel free to reach out to us directly.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a Draystan king bedroom set to be delivered through Broad River.I placed this order Nov 25th.Depending on where you look wether it be the app website order history or the listing itself it shows three different ranges.When you look at the listing it states 2-3 weeks when I contacted Ashley they are now telling me 1/29/25 which would be more then twice the initial estimate.The problem mostly comes from the conflicting estimates and the complete lack of communication Nothing so much as Hey just reaching out to let you know we have ordered your furniture and it is currently expected to reach our warehouse on this dateI have attached the 3 different estimates according to Ashleys website and app and a chat of them saying end of January.I dont believe its wrong of me to expect a company to be held to within reason close to the *** received when ordering especially when the listing still shows a ETA of 2-3 weeks.

  Business response

  12/26/2024

  We offer our sincerest apologies for the frustrations caused by this experience, and the miscommunication with varying delivery estimates. We are showing that delivery has been successfully scheduled for all items for 1/1/25. A text and email with the assigned 3 hour timeframe will be provided 2 days prior to delivery. If there is anything else we can assist with, please don't hesitate to let us know. 

   

  Thank you.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  11/29/2024 ordered a ********. put $500.00 cash down and financed the remainder with Ashley HoneStore, order total was $3,263.47. Was given a delivery date of 12/13/2024. 12/11/2024 received call from Ashley Forniture and was told there was a delivery delay, was given a new delivery date of 12/26/2024 I told them to cancel the order because arrangements had already been made (old furniture was already removed from home and could not wait a month for furniture to arrive, needed seating for arriving guests) for the furniture to arrive on 12/13/2024. called manager ***** ***** at the store, he gave me a number to call *******, cancelled order thru bank and was informed i would get a refund. called Ashley and spoke with ****** she said it would be 7-10 days for refund. was also told that i would not get all of my $500.00 cash down payment back because of cancellation. Ashley Furniture did not hold up their end of the order/deal by not making the delivery date and added two more weeks to it. i am requesting a full refund of my $500.00 cash down payment.

  Business response

  12/18/2024

  Hi *******,
  Thank you for reaching out and bringing this matter to our attention.
  We understand your concerns and would like to clarify that our cancellation fee of 10% is outlined in the terms and conditions provided at the time of purchase. However, as a one-time courtesy, we have approved a refund of your cancellation fee.
  Please allow 710 business days for the refund, totaling $500.00, to be issued as a check via **** to the delivery address on file:
  *********************************************************************************
  If you have any further questions or need assistance, feel free to contact us at ************ or via email at *******************************************************************.
  Kindest regards,

  Customer response

  12/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  En el mes de septiembre realice una compra de muebles para mi casa en la tienda de Ashley en four oaks, del conjunto de muebles comprados, una recamara, cuya cama fue armada en mi domicilio el dia de la entrega por una persona que dijo ser el primer dia que trabajaba para la empresa y cuyo resultado fue que el armado no fue el apropiado, ya que la base de la cama no tiene estabilidad, a pesar de haberselos comentado el mismo dia, dijo que no se podia hacer nada mas por que asi era el modelo, me comunique de inmediato con el agente de ventas y se programo una visita, misma que no aceptamos por que habiamos solicitado a un equipo que hablara espanol, posteriormente se reasigno nuevamente la visita y en **** dijeron que tenia que cambiarse la pieza, pero despues informaron que tenia que sujetarse a ser reparada en el domicilio en una fecha de febrero de 2025, por otra parte compre una sala seccional, misma que al usarse empezo a hundirse y al reportarla, enviaron un repuesto que no entiendo para que, ya que todos los sillones estan hechos de la misma forma y varios empezaron a mostrar esos hundimientos, hasta la fecha no he recibido una respuesta ***** del cambio de esta mercancia o su reembolso, solo llamadas vagas y sin contenido real que me indique que estan dispuestos a respetar la garantia de los bienes mencionados

  Business response

  12/14/2024

  Hello BBB Representative,
  
  Thank you for giving us the opportunity to address the concerns brought forward by ****** regarding his recent purchases.
  
  We have reviewed Mr. ******** case thoroughly and sincerely apologize for any inconvenience he has experienced with his sectional sofa and queen headboard. To resolve this matter, we have approved an exchange for both items.
  
  The estimated delivery date for the replacement items is December 26th, 2024. A specific delivery time frame will be communicated to Mr. ****** two days prior to this date to ensure clarity and a smooth process.
  
  We remain committed to providing excellent service and are working diligently to address Mr. ******* concerns to his satisfaction. Should he have any additional questions or need further assistance, we encourage him to reach out to us directly at ************.
  
  Thank you for your assistance in facilitating this resolution.
  
  Best regards,
  Ashley Customer Experience

  Customer response

  01/03/2025

   
  I am rejecting this response because:
  Hola, el motivo de este correo es para informarles que la empresa no ha cumplido con el acuerdo que ofrecieron y que tiene el numero  #********. han retrasado muchisimo la solucion de este problema; no han cambiado el menor y primer articulo y se solicito un nuevo articulo para el cambio del otro, pero existe una diferencia de precio, misma que ellos desean que yo pague, y posterior a eso ellos daran una compensacion, pero no pueden o no quieren decirme el monto de dicha compensacion, ni cuando la reembolsaran, por lo que me parece que seguimos a la disposicion de sus reglas y politicas y creo que no hay motivo para que yo pague un monto en exceso sin saber cuanto y cuando haran ellos ese reembolso
  por favor le solicito su asistencia en este caso nuevamente.
  
  Atentamente
  ****** *******
  

  
  

  
  

  Business response

  01/04/2025

  Thank you for bringing this matter to our attention.
  
  We have communicated with Mr. ******* to address his concerns and have explained that discussions regarding compensation amounts will be finalized once his overall experience is complete. This approach ensures that we can thoroughly review and resolve all outstanding issues before determining an appropriate resolution.
  
  We remain committed to resolving this matter in a fair and timely manner. Our team is actively working to address all aspects of Mr. ******** concerns, and we appreciate his patience as we work toward a satisfactory resolution.
  
  If further information is required, please do not hesitate to reach out.
  
  Sincerely,
  Ashley Customer Experience

  Customer response

  01/28/2025

   
  I am rejecting this response because:
  From: ****** ******* Perez  
  Sent: Thursday, January 23, 2025 5:03 PM
  To: BBB General Info <**************************************************************************************>
  Subject: Re: Exchanges
  
  Pues me parece un robo, que documento formal necesita si su personal le informo directamente, entonces no me siga faltando al respeto, o me hace la devolucin o esto va a dar ya a una demanda formal
  
  

  Business response

  01/28/2025

  Hello,

  Thank you for bringing this to our attention.  We have already partnered with the guest prior to receiving this message.  We have successfully completed an exchange on most of the items and we have created a new exchange for the whole bedframe scheduled for an estimated delivery date of 2/04.  This should resolve all of the remaining concerns!

  Thank you,

  Ashley Customer Care

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

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bed bugs in the queen headboard and king mattress

  Business response

  12/10/2024

  Hi there, *******!

  Thank you for reaching out to us and bringing this matter to our attention.
  We are truly sorry to hear about your experience. However, it seems that you may have contacted the incorrect licensee. Our licensee specifically serves customers in **************, **************, and ********
  To ensure your concerns are addressed appropriately, we recommend resubmitting your BBB complaint to the correct licensee or reaching out directly to your retailer for further assistance.
  We wish you the very best and hope your issue is resolved quickly. 

  Best regards, 

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Power Reclining Sofa and ************ Plus Plan January 2022. Total cost $2,200 for the sofa and $299.00 for the furniture protection Plan. The sofa is starting to peel and flake. Filed a claim with ************ Plus and they stated that it was due to "normal wear and tear" so claim was denied. Emailed Ashley with pictures of the sofa and why I disagreed with the denied claim. Ashley agreed with the claim that it was normal wear and tear and that the sofa was no longer under warranty which was 1 year. Ashley offered $350.00 in store credit, which I declined. I believe it is a manufacturing issue with the material, I learned that this sofa has been discontinued. Life expectancy of a sofa should be 6 years or more depending on the quality of the sofa. Our last sofa was a leather material and we had for over 10 years and only replaced it because we had new flooring and it no longer matched. We also own a leather recliner that was purchased 2019 and it shows no signs of wear or tear. We have purchased several pieces of furniture from Ashley and have been satisfied in the past with those purchases. My proposal to Ashley was for them to prorate the difference between the 6 year life expectancy, they declined. When ask to speak to someone else, they declined to provide that information - they stated that "they did all they could and was kind enough to offer the $350.00 in store credit". I believe that they know this particular sofa has issues with the material and they just will not admit to this. This sofa will need to be replaced in the future months and I will not be shopping at Ashley, Come on Ashley do better for the loyal consumers who shop at your store.

  Customer response

  12/05/2024

  See Attached bill of sale and protection plan.

   

  Customer response

  12/05/2024

  D Model: ******* PWR Rec Sofa with *** headrest

  Sofa purchased from:  Ashley HomeStore, *************************************

  Discoloration and peeling noticed  November 16, 2024 and has gradually got worse.  Upon further inspection and going over every inch of the sofa today, December 5,  we notice a small spot on the foot rest (see attached 4954)  Unless you have the big overhead light on in the living room the discoloration and peeling is not noticeable on the foot rest and if you did not know it was on the headrest you would not notice it.  Not asking for a full refund just prorated amount.  Life expectancy of sofa 6 to 10 years.  6 years divided by $2200 = $366.66 per year, I have had the sofa will be 3 years next month.  Sofa did not last 6 years so 3 years refunded back to me = $1,100.00 

  Protection Plan is good for 5 years and if you do not use it you get the full amount refunded back to you $299.00 since this sofa has been discontinued it is unlikely  that I will be able to use the protection plan.  Thank you for your help in this matter, ***** *********

   

  Customer response

  12/05/2024

  D Model: ******* PWR Rec Sofa with *** headrest

  Sofa purchased from:  Ashley HomeStore, *************************************

  Discoloration and peeling noticed  November 16, 2024 and has gradually got worse.  Upon further inspection and going over every inch of the sofa today, December 5,  we notice a small spot on the foot rest (see attached 4954)  Unless you have the big overhead light on in the living room the discoloration and peeling is not noticeable on the foot rest and if you did not know it was on the headrest you would not notice it.  Not asking for a full refund just prorated amount.  Life expectancy of sofa 6 to 10 years.  6 years divided by $2200 = $366.66 per year, I have had the sofa will be 3 years next month.  Sofa did not last 6 years so 3 years refunded back to me = $1,100.00 

  Protection Plan is good for 5 years and if you do not use it you get the full amount refunded back to you $299.00 since this sofa has been discontinued it is unlikely  that I will be able to use the protection plan.  Thank you for your help in this matter, ***** *********

   

  Business response

  12/06/2024

  To whom it may concern,

  Thank you for bringing this complaint to our attention. We have communicated via email our final offers to resolve this complaint and are waiting on a response from the customer. If you have any additional questions or concerns, please email *********************************** or call our ****************************** at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.
  
  Warm regards,
  Ashley | Customer Experience Team
  
  

*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. ↩