Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went and placed a order in the store which I waited a while to get because the item was on back order no one knew when the item would be ordered finally get a text about the order after Ive been waiting the drivers get her to deliver it and put it together (no one spoke English or understood it) had a phone to translate to me hardware was missing no one could tell me when I would get a new product when someone would come back out not even a refund or anything this is not ok this company has all my money and I dont have not one bed I took off work for this missing out on money and I dont have no bed for my child I would never use this company again they are a joke and all they do is take your money they clearly dont care about their customers because I called and expressed myself and the issue and all I get is someone would call you in 48 hours I will be reaching out to my attorney if I need to to get this resolved

  Business response

  12/06/2024

  Good Afternoon Team,

  We have partnered with the guest to advise that she will receive a new complete bed on December 19, 2024. We will also compensation as a good will gesture once we have completed a successful delivery The guest was satisfied.

  Kind Regards,

  Regeena

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A part broke on my couch and called Ashley Furniture and sent me the part and told me call back once I received the part to schedule a service tech to come out. I called and scheduled it let them know I work Monday - Friday from 6a-2:30p and would be home till around 3:30p. They said they could not guarantee someone could be out at that time that I would have to take the timeslot that they gave me. I asked to speak to a supervisor no one came on the phone or tried to call me back. Theyre not willing to work with me or my schedule and I think that that is horrible business and horrible customer service.

  Business response

  12/11/2024

  Good afternoon, 

  While we always try to work with our guest's schedules, routes are scheduled based on all appointments and their locations for that day. We are unable to promise timeframes ahead of time but will always provide the estimated timeframe for the appointments approximately 48 hours beforehand. If a guest needs to reschedule for a more convenient day, we can also assist with that. We were able to complete this service appointment for the guest on 12/6/24 as previously scheduled. 

  Kindest regards

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 25, 2024, I purchased a bedroom furniture set online from Ashley's furniture in the amount of $2,445.34. The furniture was scheduled to be delivered to my newly purchased home on 10/31/2024. On the date of delivery, the delivery team refused to take the items upstairs stating that the items were too big to go up the stairwell. The delivery and setup in any room was part of the purchase price. The items were taken back and I was advised that I would receive a call about next steps. I did receive from my sales agent who coordinated another team delivering the items that the first team refused to deliver. The second team came out on 11/8/2024 and delivered the items. However, it was during this delivery that my house was damaged and the furniture also. I reached out to Ashley's immediately after discovering the damage and they claimed they would initiate a claim for the damage. As of December 2, 2024, the damage has yet to be fixed. In fact, Ashley's has done nothing to resolve this issue. I have spoken to several staff at Ashleys and was assured that they would facilitate resolving this issue., this has not happened. Furthermore, the furniture delivered has been damaged and I am awaiting on a response to that issue also. The company was forwarded the photos of the damage and refusing to take action despite the fact that in a court of law, they will be liable for remedying this situation. Finally, I received a certified letter from the company that delivered the items stating that they didn't do the damage to the property; however, I have 2 witnesses to observed the company taking the items upstairs and the damage done. At this point, the store refusing to return any calls to address this issue.

  Business response

  12/11/2024

  Good afternoon, 

  Broadriver Retail is a furniture retailer, and like many in our industry, we partner with a third-party logistics company to handle deliveries. This company is fully bonded and insured for your peace of mind. We have provided the customer with contact information for *************************** Logistics, our trusted delivery partner.  Any concerns regarding in-home damage are handled by that team directly.

  We have reached out to the guest and assisted with scheduling the service appointment and will follow up when we have the estimated timeframe as well. 

  Kindest regards

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a sofa from the ***** location in ********** ** and it was delivered appearing to be ok. After one use the power recliner part of the sofa began sinking along with the seat back. I have called several times asking to speak with management or someone authorized to rectify this situation and am promised calls, but never receive them. Only **** who have no authority are asked to call in place of managers. I am promised parts will be mailed o make this repair. How can a company send out parts without a service diagnosis first? I sell medical lift chair recliners for a living. A proper protocol is to send a service technician out first to see the problem. Upon diagnostic, then the proper parts are ordered. However, this sofa is less than one month old. It was bad enough to be promised furniture on one date only to be told, they could not deliver in time. Now I have a broken sofa and am told no one can come out until Jan 21? Unacceptable on so many levels. I wish I would have checked the BBB before ordered from a company not interested in quality control or customer service for that matter. I would be out of a job, if I had a client call with this large of an issue and choose to do nothing about it. I believe the only way to rectify this is to send a new sofa, one that has been tested thoroughly and pick up the damaged sofa and not charge me for any of this.

  Business response

  11/27/2024

  thank you for bringing this matter to our direct attention. We have contacted the guest and approved the guest for an even exchange. We advised her of the delivery date and she is satisfied overall. 

• Initial Complaint

  11/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11/16/2024 Our sales *** informed us if we utilized Ashley's 0% financing and made a donation to St. Jude - We would receive a discount of 25% on all items purchased, including the clearance items from the showroom. After reviewing our paperwork we noticed we did NOT in fact receive quoted discount. - Our sectional was discounted 20.5% not 25%. - TV stand with fi***lace quoted at ***** - 25% = ******. We were charged ******** for a damaged floor model. - Additional items from showroom: Bookcase, ********* stand, Are rug, Pillows, decorative items, etc - Did not reflect 25% discount as promised. - We agreed upon a delivery date of 11/30/2024. Our paperwork states delivery as 11/16/2024. A week later. That was never disclosed to us. - We were charged ****** for delivery. On their website it quotes a delivery fee of ******. That's an up charge of ****** to purchase in store? I called immediately and spoke with a manager. She did not disclose her name. So I'm unable to reference whom I actually spoke with. She informed me she would review our paperwork and give me a call back with a resolution. Purchase made 11/16/2024 Call to store 11/17/2024 As of 11/19/2024 zero attempts to contact us have been made. Ashley used promises of discounts to utilize their financing. We planned on using cash to make our purchase.They quoted lower prices to our face and proceed to charge us more on the ********** well as charging an inflated delivery fee of 350 and an inaccurate delivery date. This is unethical and extremely worrisome given their presence as a mass retailer.

  Business response

  11/20/2024

  ******, we are so sorry for any confusion or miscommunication.  We have confirmed with the store that the promotion was 20% off all original priced items and an additional 5% (which would be applied after the 20% has been taken off) if you apply for the VIP financing card.  Already discounted items and clearance or floor sample items do not qualify for this promotion.  As far as the delivery dates, all dates are estimated and we are sorry if you were not provided with an updated date.  The online delivery fee is different, many items from the website are shipped via ***/*** Ex instead of full delivery so those do not have delivery fees associated which can impact the pricing.  Hopefully this additional information helps.  We see that you have cancelled a large portion of your order but you do have some items in your home.  As a good will gesture, we would like to offer you a partial refund of $300.  If you would like to accept this offer, please contact us at ************ reply here so that we can apply it to your account as either an in store credit or a refund to your original form of payment.  
  
  Thank you,
  Ashley Customer Experience
  ************

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ashley Store | *********, ** ************ **************************************** ************** Nov 12th 2024 - Delivery As a new small business owner, just starting out, we purchased 4 office desk. We initially tried to purchase online, but for some reason, it wouldn't allow us to complete the sale, therefore, we had to go to a store complete the purchase. At the time, I didn't know the return policy was different based on which method an item is purchased. The desk was delivered on the 12th of Nov. Once they arrived, we realized the same day that the desk were too long for the small space of the office. We reach out to customer service and was immediately told, we couldn't do a refund nor a store credit. It clearly states online that, and I quote "You have 72 hours after a Home Delivery of an online order to report if an item is delivered damaged, defective or if you are unhappy with it in any way.But this only applies if you purchase "online"So, now we are stuck with $2100 worth of furniture that we can't use. And this is a horrible way to do business. And to not even offer a store credit is even worse.

  Business response

  11/22/2024

  While we are unfortunately unable to assist with returning the items, we have reached out to the guest to assist with the compensation process. We were able to offer the guest an in-store credit, which the guest accepted. 

  Thank you, 

  Ashley | Customer Experience Team? 

  Customer response

  11/22/2024

   
  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

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the diamond care plan and submitted my original claim around May of 2023. I have submitted 3 more since then and they refuse to process my claim to get a new nightstand top that had been damaged. I would like a replacement that I have tried to get them to replace for over a year.

  Business response

  11/06/2024

  Hello,
  
  We are sorry that you are not satisfied with this experience.  We have reached out to ************ to see why the claims were denied.  They advised that the claims were denied because the item was damaged with chemicals which is not covered by the protection plan.  If you no longer want your protection plan, you can contact them in regards to a prorated refund.  Hopefully this information helps you understand why the claim was not approved.
  
  Kind ************************************************

• Initial Complaint

  11/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 12th 2024, I purchased a bunk bed set, and a queen size mattress from Ashleys furniture. Upon delivery, I received a full size bed mattress rather than the queen size mattress I purchased. I contacted Ashleys and they promised to return the following week to pick up the full size mattress and to deliver the correct queen size mattress. On the day of the return delivery, no one ever called or showed up. I called again and was transferred to the sales representative. He promised to deliver the correct mattress himself (which I already felt comfortable with anyway because he was communicating through my personal cell phone), but set up the time and day. He never called or delivered the mattress. Afterward I have called 5-6 times spoken with various supervisors and management and have been promised each time someone would deliver the queen mattress. They have even promised to give me store credit for the discrepancies. However, each time the delivery date comes I never receive a call and the delivery is never made. I have now been paying for months for a bed mattress I never received. This is the mattress that is supposed to have gone in my personal bedroom leaving me to continue sleeping on an older mattress even though I have been paying for the new one. Each time I have called I receive an apology accompanied by an empty promise.

  Business response

  11/03/2024

  Hello Team,
  We apologize for the delays and missed delivery attempts Mrs. ******** has experienced regarding her mattress order. We are actively working to resolve this issue and have reached out to Mrs. ******** with an estimated delivery date of November 7th. Additionally, we provided her with the contact information for her dedicated resolution expert to ensure direct communication and support. We are committed to addressing Mrs. ********** concerns and delivering her queen mattress as promptly as possible.
  Thank you,
  Ashley Customer Experience

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want my couch and love seat refunded. I paid $299.99 + tax for a 5 year warranty on my couch and love seat and was told that if there were ever any stains, rips, tears or anything that went wrong with the couch even if cause by us they would refund our money for the couch and love seat. It even says so on the brochure. They are saying damages are not covered.

  Business response

  11/05/2024

  Hello ***********,
  
  Were truly sorry to hear about the issues with your protection plan and understand how frustrating it must be to feel that your coverage expectations werent met. While we arent able to issue a full refund for your sofa and loveseat, you may be eligible for a prorated refund directly through ************ Plus. Our team has previously reached out via text to the phone number associated with your delivery, but we havent yet received a response. If youd like to discuss this further, please dont hesitate to contact us directly. Weve noted your account, and our dedicated team will follow up with you as soon as possible.
  
  We apologize for any inconvenience this has caused and are here to help in any way we can.
  
  Warm regards,
  Ashley Customer Care
  

• Initial Complaint

  10/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 05/19/24, I made a transaction with Ashley HomeStore for $11,725 that included furniture and delivery. The furniture was delivered on 07/16/24, two days after I moved into my newly constructed home. During the delivery and setup process, the delivery crew caused significant damages to my property, including dents, scuffs on multiple walls and floor scratches. I promptly notified Ashley while the delivery crew was still on the premises. A damage report was filed, and detail photographs were taken and recorded by all parties involved. Despite my immediate notification, Ashley did not take any action for almost two months. After I initiated a series of email communications, I was contacted by a claims agent from Riverstone Logistics (RLX), who assured me that she would handle my claim until resolved. *** instructed me to obtain multiple quotes for the damage repairs and contacted the trucking company, *************. However, ************* falsely denied my claim, alleging that I caused the floor scratches by moving furniture, despite the fact that their team did all the moving and the scratch occurred in a different location than their insinuation. In their denial letter, the trucking company also ignored the damages to the wall. I contacted *** to explain the situation, and they initially assured me of compensation. However, I have since been ignored by ***. After repeated inquiries, *** sent an email stating that they escalated the case back to Ashley. When I contacted Ashley, a customer care manager responded, stating that Ashley cannot override a decision made by *** and that *** denied the claim citing pre-existing damages. Additionally, Ashley refuses to provide further assistance with the claim. I am extremely disappointed with the lack of accountability and resolution from both Ashley and RLX. The damage to my property was caused by the delivery crew, and I have provided ample evidence to support my claim. I request a compensation for the damages incurred.

  Business response

  10/25/2024

  Thank you for forwarding the guest's concerns to us.

  Broad River Retail is a furniture retailer and, like many in our industry, partner with a third-party logistics company to handle deliveries.  ************ is fully bonded and insured for your peace of mind.  We have provided the customer with contact information to follow-up with Riverstone Logistics, our trusted delivery partner.

  RLX Corporate Headquarters

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

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

  Kindest regards,

  Customer response

  10/26/2024

   
  I am rejecting this response because I paid Ashley HomeStore $799.99 plus tax for Ashley DASH Home Delivery, as documented on page 15 of the sales receipt. Page 17 defines what an Ashley DASH Home Delivery is and outlines the expectations when Ashley delivery professionals arrive at my home, including measures to protect my personal property. I am perplexed as to why Ashley HomeStore would partner with a third-party logistics company for deliveries, deviating from the Ashley DASH ********************** This appears to be a breach of contract. More importantly, any mistakes made during the delivery process are ultimately the responsibility of Ashley HomeStore. Unfortunately, the delivery crew failed to meet the standards. They dragged the Power Reclining Loveseat across the first floor, causing a scratch on my LVP flooring, and damaged the walls while transporting furniture to the second floor. The repairs cost $4,239 for flooring and $1,422.68 for painting, totaling $5,661.68. This amount is negligible for a leading U.S. furniture company with $750 million in revenue and $290 million in annual sales. The company's motto on the Broad River Retail website promotes their purpose as "Furnishing Life's Best Memories." I urge you to uphold this promise and become a creator of cherished memories, not a destroyer of them.
  

  Business response

  10/28/2024

  Thank you for forwarding the guest's concerns to us.

  Broad River Retail is a furniture retailer and, like many in our industry, partner with a third-party logistics company to handle deliveries.  ************ is fully bonded and insured for your peace of mind.  We have provided the customer with contact information to follow-up with Riverstone Logistics, our trusted delivery partner.

  RLX Corporate Headquarters
  ******************************************************************************************************************************
  

  Kindest regards,

  Customer response

  10/28/2024

   
  I am rejecting this response because: Ashley HomeStore merely copied and pasted their previous response without addressing my specific complaints. No new information or resolution was provided.
  
  I must reiterate my position regarding the responsibility for the damages incurred during the delivery process.
  
  As a customer, I chose ********************** DASH Home Delivery with the expectation that Ashley HomeStore would oversee and ensure the quality and care of the entire delivery process. The damage caused to my property, including the scratch on my LVP flooring and the gouges and scuffs on my walls, has resulted in significant repair costs totaling $5,661.68.
  
  My contract and payment were made directly to Ashley HomeStore. Therefore, I believe it is Ashley HomeStore's responsibility to address and resolve this issue. Redirecting me to a third-party logistics company does not absolve Ashley HomeStore of its obligations to its customers.
  
  I kindly request that ********************** reconsider my claim and take responsibility for the damages incurred.
  
  

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