Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered furniture from Ashley in Aug was told a delivery date . I told the salesman that I didnt want the run around on the items because family and friends talked about the delays they had in ordering furniture and that Ashley would drop a piece here and a piece there . I was assured the furniture would be in and that it wouldnt be a problem I said ok but if you cant assure it im not buying it. So I was called and was told all items were in and would be delivered. Then delivery was canceled by ****** and I was told they no longer had my items so where did they go? The manger was extremely rude and didnt care at all about helping me . So they contacted delivered items but was missing one piece and I was told I would get it the next week but never showed or called. When I called I was gave another delevery date and was told my delivery fee would be refunded to me and would be received no later than 7 days and that has been a month . So I called back and was told they have no idea when my furniture would be delivered so I canceled the order and was told my refund again would be recieved no later than 7 days and I still havent seen either refund. I have since went and purchased the same piece I was missing from a non ASHLEY store and it will be delivered tommorow so I dont know why ASHLEY couldnt do the same . I just want my refund for delevery and item along with sales tax paid for item I didnt get but when I called today I was informed they have no idea when I would get it because I paid cash and didnt fianance the items and that was hard for them to refund . I dont think it should take over a month to get a refund I like the furniture but customer service is non existent with this store just broken promises . I did my part I paid my hard working money for items with the trust ASHLEY would do the right thing but they have breached the sales contract and now wont send me my refunds as promised .

  Business response

  10/23/2024

   

  Good evening,

  We appreciate you taking the time to forward us your concerns.

  
  We understand that we have inconvenienced you heavily during this process; for this we offer our sincerest apology. It is never our intention to affect our customers.

  We have reviewed your previous [canceled] order, we do in fact see where the refunds have been submitted. We are partnering with our financing account to see what's the hold up on this process.

  Please allow us up to 24hours to hear back from the specific party.

  We will keep you updated as we work through to resolving this matter.

   

  Thank you for shopping at Ashley Homestore.

   

  Warm regards, 

  ******

  Customer response

  10/25/2024

   
  I am rejecting this response because: I called yesterday and was told by customer service that no refund has been issued on the canceled order and no refund or history of a refund on the delevery charge  I paid and was told i would not be getting that. I was also instructed because I paid cash it could be much longer that I may have to get a attorney to get my refund according to customer service from ******. I was also told my sales tax on the item I canceled would not be returned but I never got the item and according to customer service the order was never placed even though I paid for it in August . I have asked over and over for a detailed invoice of the total return but have not received it .I only want my delevery charge which i have text stating i would get , my canceled order refund, and my sales tax for that item refunded . Im not mad but very dissapointed in this process and the run around Im getting just to be refunded the money I paid for items that your company failed to deliver as promised . I ordered the item from a non Ashley store last week and got the same Ashley product delivered yesterday which makes no sense .Thank you for your response IM just tired of the run around and would like to get my refund its been since August with this back and forth thank you 
  
  

  Business response

  10/31/2024

  Hi there!

  We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. 
  
  We acknowledge your frustration and would like to thank you for your patience while we get this resolved for you. 
  We have confirmed with our accounting department that two (2) checks have been generated which you should receive within the next 7-10 business days via ****. Check #1 is for $533.50 and Check #2 is for $504.38 which brings your total refund to $1,037.88. 

  We appreciate your patience and understanding. 

  If you have any further questions or concerns, please contact us directly at ************************************* or by calling us at ************.

  All the best. 

  Customer response

  11/04/2024

   
  I am rejecting this response because: I still havent received any checks from the company and they are not refunding the sales tax I paid on the item I didnt ever receive from them. I shouldnt  be out of pocket for sales tax on a item they never delivered as promised . Thank you for all the assistance from BBB and I do appreciate any help Ashley is comminicating I simply just want to recive the checks and be paid for the sales tax on the item I didnt recieve thank you 
  
  

  Business response

  11/04/2024

  Thank you for forwarding the guest's concerns to us.  We see that the full refund was issued in check numbers ***** and ***** mailed on October 31.  The guest should expect to receive them soon.  Should he have any additional questions, once received, we are more than happy to assist him when he calls Customer Experience at **************.  Until and unless that is the case, we consider this matter resolved.

  Kindest regards,

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 6/24/24 Amount to be c charged: $1271.97 I am disputing a charge with Ashley HomeStore located at ************************************************, **************. For several months, Ive been trying to resolve this issue regarding a $127 charge. Ive contacted the store in person and spoke with a manager, attempted to reach Ashley headquarters (where a representative advised me to talk to the local store about removing the charge), and also contacted ************** to dispute the charge.I canceled my order for a console priced at $899.99. I was also charged $199.99 for a protection plan, $99 for Ashley Dash, and $72 for tax, totaling $1,271.97. After canceling my order, I learned about a restocking fee. I did not sign any agreement acknowledging a restocking fee for an item that I canceled, especially since the item never left the warehouse. If I had been informed of this fee upfront, I would have chosen to shop elsewhere. I am requesting that the $127 charge be removed or credited. Thank you.

  Business response

  10/22/2024

  Hi there, ******!
  
  
  Thank you for bringing this matter to our attention.
  We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge. 
  
  We acknowledge your frustration and would like to thank you for your patience while we get this resolved for you. 
  
  
  We cannot approve the refund of the cancellation fee totaling $127.00. 
  
  
  While we understand your frustrations, our company policy states "Changes to your order, including cancellation, can be made within three (3) days of your purchase, provided that fulfilment has not yet occurred. Any order change made after three (3) days, but prior to two (2) days before delivery, will incur a 10% restocking fee."
  We have attached a signed copy of your sales receipt indicating understanding and acceptance of these terms. 
  All the best, 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/2/24 I purchased a mattress box spring and headboard.The box spring is to high. (9 inches) I didn't know there were other sizes I could have bought.I need a 5 inch not a 9 ******* is too high for my ********* mother wasn't here at the time of delivery on the 18 of ********************** refuse to resolve this minor issue.I would like a credit/exchange for a 5 inch box spring so my mother can get onto the bed. I can not reach no one from the corporate office to help me resolve this issue. A representative from the customer care phone number keeps telling me that I should have not except the delivery. This is not right ************** exchange policy is unjust.Please reach out to me and help me get the right size base/box spring for my mother's bed, preferably someone who knows about box spring sizes and adjustable bases. Thank you

  Business response

  10/21/2024

  To whom it may concern,

  Thank you for bringing this complaint to our attention. We have attempted to reach out to the customer in order to assist with this complaint by phone and by email. We will be able to assist the customer once they respond to our information request. 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
  
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sleeper sofa from Ashley online, which was delivered and used as intended. After five months, I filed a warranty claim due to a broken weld. I understand that moving the furniture to a new location voided the limited warranty, as per Ashley's warranty terms. However, the labor warranty is still valid, as their terms state that only the limited warranty is affected by relocation, not the labor warranty. Despite this, Ashley is refusing to accept my claim, stating that my warranty is completely void, which contradicts the information provided on their website. I am filing under the labor warranty and expect it to be honored as per their policy.

  Business response

  10/03/2024

  Thank you for forwarding the guest's concerns to us.  We apologize for any misunderstanding of what coverage exists.  There is a limited manufacturer's warranty covering most furniture sold by Ashley.  It is commonly for a term of one-year.  While it generally includes the cost of parts and labor, there are times that additional labor charges are necessary.  This appears to be creating the confusion for the guest, who seems to think that parts and labor come under two distinct, separate warranties.  They do not.  As clearly stated on the website, moving the furniture voids all limited warranties.  As the guest voided their limited warranty, Ashley cannot order parts or service the item at all.

  We would again kindly remind the guest that they purchased a five-year extended protection plan through Reguard and that this is the only warranty under which the furniture is now covered due to the above circumstances.  We strongly encourage the guest to contact Reguard directly at ************** for assistance in addressing any issues with the furniture and filing a claim.  They will be able to assist her further.

  Customer response

  10/03/2024

   
  I am rejecting this response because:
  It is clearly stated as two. If the company wants it to be one warranty, they need to get with their legal team and make it one warranty. I am not confused. 

  Business response

  10/04/2024

  To whom it may concern,

  Thank you for providing us with this information. We see the customer is looking to file a complaint/claim with the additional warranty coverage purchased.  The guest purchased a five-year extended protection plan through Reguard and that this is the only warranty under which the furniture is now covered due to the Ashley limited manufacturer's warranty being voided.  We strongly encourage the guest to contact Reguard directly at ************** for assistance in addressing any issues with the furniture and filing a claim.  They will be able to assist her further.

  If you have any additional questions or concerns with your Ashley order, 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 Care
  
  

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment and frustration regarding my recent order of a Cadmori Bed and nightstand from Ashley ******. Upon receiving the items on September 10th, I discovered several problems during assembly on September 12th. The headboard appeared used, showing black marks on the posts, and there were visible scratches and blackened areas around the s**** holes. Additionally, the built-in charger in the nightstand was non-functional upon delivery. I had a technician scheduled for September 10th to address these issues, but unfortunately, he failed to show up without any communication.When I reported these problems to customer service on September 13th, they refused to take action, claiming that the issues were merely "cosmetic changes" and citing a strict 48-hour reporting window. This response was entirely unacceptable to me, as I had ordered and paid for new furniture, not used items. After raising two service requests for the non-functioning charger and the poor condition of the bed, I was informed that a new service visit would not occur until October 24th, which I find to be an unreasonable ******** light of these ongoing issues, I insist that Ashley Canada arrange for an immediate return of both the bed and nightstand, provide a full refund, and offer a satisfactory explanation for delivering used or damaged goods. If this matter is not resolved promptly, I will feel compelled to share my experience through social media and online reviews and may even file a formal complaint with Consumer Protection *******. I expect a swift response to my concerns, as how Ashley Canada handles this situation will significantly influence my future dealings with the company and my recommendations to others.

  Business response

  09/20/2024

  Thank you for forwarding this to us.  Each Ashley HomeStore is independently owned and operated by the licensee.  Unfortunately, we are not affiliated with any Ashley stores in the country of *******  This is not one of our customers.  Please visit ********************************************* for more information on Ashley Furniture *******

  Kindest regards,

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company changed their payment processing center to mytdfinancing in July. I was not aware until August as i was trying to pay my august bill online and it would not take the payment at myonlineaccount website. Needless to say when I found out I needed to submit to mytdfinancing it charged me $29 late fee and it says i was due two payments in August. I have never missed a payment. I believe Julys payment was not credited correctly but the current financing company transactions show I made the payment. I just paid September **************************************************************** $40 late fee. I have called customer service number ************** which is a joke. Ive waited over an hour the times with no answer. Therefore theres no ability for customers to get any resolution to problems. Pitiful customer service. Ive messaged them through mytdfinancing and no response either. I want the late fees credited, i want the missing payment credited (i have proof from my bank they were paid and on mytdfinancing transactions link) Ashley Furniture needs to do something about this pitiful customer service through mytdfinancing.

  Business response

  09/18/2024

  Hi there!

  Thank you for bringing this matter to our attention.

  Unfortunately, you have contacted the incorrect licensee of Ashley Home Store. Our licensee covers NC, SC, and GA. 

  We recommend resubmitting your BBB complaint to the correct licensee.

  All the best,

  Customer response

  09/19/2024

   
  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

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sales order - 069D238825 Document Date - 08/17/24 So i bought Merch PROADAPT 2.0 MED ******************* (954 Item: *******) for $1699 plus tax, which was sold to me as an "as-is" product. However, at the time of purchase in-store, there were no visible stains or defects on the mattress. Upon delivery, I noticed a significant stain that was not present when I originally inspected and bought the product.I immediately contacted the store to inform them of this issue. The store manager confirmed that the mattress did not have any stains when I left the store, acknowledging that the stain likely occurred during the delivery process. Despite this, I have not been offered a reasonable resolution to the matter.I am requesting that Ashley Furniture either:Provide a full refund for the mattress,Replace the stained mattress with a comparable one in clean condition.

  Business response

  09/17/2024

  Hi there!

  Thank you for bringing this matter to our attention.

  Unfortunately, you have reached the incorrect licensee. Our licensee covers **, **, and **. Please resubmit your BBB complaint to the correct Ashley Home Store location.

  Kindest regards,

  Customer response

  09/17/2024

   
  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

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 15, 2024, I visited the Ashley Furniture HomeStore located at ************************************************* to purchase a mattress. During this visit, I had an interaction with sales associate ***** ****** that I believe constitutes misrepresentation and unfair business practices.***** assured us that Ashley Furniture offers a 90-night sleep trial where we could return the mattress for a full refund if we didn't like it.We were also told we could exchange the mattress for any other mattress in the store, including less expensive options, and receive the difference as a refund.***** specifically mentioned that if we exchanged for a cheaper mattress (such as a Purple mattress) after the upcoming Labor Day sale, we would receive the adjusted sale price, resulting in a larger ********* was suggested to us that purchasing through Ashley was better than buying directly from mattress companies because Ashley's policy offered similar benefits, inculding the ability to return the mattress or exchange with options from various brands.Based on these assurances, we decided to purchase a Tempur-Pedic mattress from Ashley instead of directly from the manufacturer.After deciding we didn't like the Tempur-Pedic mattress and attempting to exchange it, we were informed that: - We cannot return the mattress for a refund. - We can only exchange for a mattress of equal or greater value. - If we exchange for a less expensive mattress, we forfeit the price difference.This directly contradicts what ***** told us.We were directed to the Terms and Conditions, which we had signed but which were not properly explained to us at the time of purchase. The small print in these terms contradicts what we were verbally promised and misled into believing.We felt that we could trust ***** and as we signed the agreement, virtually, nobody ever walked us through it or clarified the fine print and the policy that contradicts what ***** communicated to us.

  Business response

  09/20/2024

  To whom it may concern, 
  
  We have directed the guest to their signed Terms and Conditions, which include information regarding our 90-Night Comfort Guarantee exchange program. These Terms and Conditions state, "...you may select another mattress of equal or greater value...If a lower priced mattress is selected, the difference will be forfeited and cannot be applied to another purchase."
  
  The guest signed the Terms and Conditions, verifying they had read and agreed to the policies outlined. If there was any confusion surrounding the Terms and Conditions or any contradictory information given at the time of purchase, our retail team was available to assist and answer any questions before signing. We are very sorry for any confusion surrounding our 90-Night Comfort Guarantee exchange program; however, we are following the Terms and Conditions for an exchange.
  
  We have contacted the guest to let them know how to proceed with the exchange if they would like to move forward with selecting a new mattress.  
  
  Warm regards,
  Ashley *************

  Customer response

  09/21/2024

   
  I am rejecting this response because:
  

  Again, we were promised something completely different by the sales associate, regarding the sleep trial, including returns or exchanges for a refund of any difference in value. We specifically asked the sales associate, "If we don't like the Tempur-Pedic and decide to exchange for the cheaper Purple mattress, will we still get the Purple mattress at the current Labor Day sales price to account for the refund of the difference?" and both sales associates assured us that we would. My wife and I even asked again to clarify and make absolutely sure this is how the exchange worked and they both assured us again. 

  The agreement was sent virtually over DocuSign and the sales associate led us to believe that it was simply for scheduling the delivery. They never once walked us through it or pointed out the fine print that contradicted everything they promised us. Is it even reasonable to assume that we should need an attorney to review paperwork for purchasing a mattress? That's ridiculous. This was complete malpractice by the sales associates at Ashley and we would have NEVER purchased our mattress from Ashley if we were not given the false promises that we were. Why would anyone accept this policy when literally every other mattress company offers a standard sleep trial for returns or exchanges for a refund?

  To make things worse, Ashley literally doesn't mention this language anywhere on their own 'Returns and Exchange Policy" that is posted on their website (see attached).

  We have recorded conversations with *****, our sales associate, affirming what we were misled into believing at the store. At this point, we are planning to dispute this with our bank, file a complaint with the ******************************************* and take this before a judge. It's not even about the money anymore, it's about the principle and this company's unethical business practices that they have shown no intention of making right.

  
  

  Business response

  09/25/2024

  Thank you for reaching out and sharing Mr. *********** concerns. We understand the situation, and to resolve this matter, we are offering a one-time exception. We will provide a refund for the price difference between the originally purchased mattress and the new mattress of his choice.
  
  Additionally, we have arranged for the store to honor the Labor Day sale pricing for this exchange. MR ********* is welcome to visit the store anytime today until 4/5 PM or tomorrow from 12 to 9 PM to speak with the General Manager and complete the exchange.
  
  Please let us know if you have any further questions or need additional assistance. We appreciate your patience and look forward to resolving this matter to Mr. *********** satisfaction.
  
  Sincerely,
  Ashley Customer Experience

• Initial Complaint

  09/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive had to exchange three couches in 4 years, due to the poor quality of the furniture. The material of the furniture has torn, and interior mechanisms bend less than a year after having the furniture.

  Business response

  09/13/2024

  Hello team! 
  
  Thank you for sharing *********************** concerns with us. We have spoken with ******************* regarding her concerns and have informed her that, unfortunately, we are unable to provide a refund or return for her items, as quality-related issues are not covered under the manufacturer's warranty.
  
  To assist, we have ordered the replacement mechanisms for the bent parts as this is still covered under a five year manufacture's warranty, and weve asked ******************* to contact us once she receives them so we can schedule a master craftsman to attempt restoration. If the restoration is unsuccessful, we will then consider offering an even exchange.
  
  Additionally, we have informed ******************* that for the rips in her sofa and loveseat, she will need to seek assistance through our furniture restoration partner, Furniture Solutions Network, as this falls outside the scope of the manufacturer's warranty.
  
  We are committed to working with ******************* to resolve these concerns as effectively as possible.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/1/24 I made a monthly payment. On 9/3/24 my account balance was transferred . I want to close my account but do to a credit of $100 in the account I would need to speak to a representative to do so. I have called 3 times to Ashley Home store and been left on hold for almost an hour each call. I have also attempted to contact them via their message center with no response. I simply want to close my account and have the credit of $100 refunded to me.

  Business response

  09/07/2024

  Hello team,
  
  Thank you for bringing ************************* concerns to our attention.
  
  While we understand her frustration, we regret to inform you that we are unable to assist directly with issues regarding her TD account, as it relates to payments and account closure. However, we have provided ********************* with the appropriate contact numbers for *************** ************* Team and their ************************ to assist her in resolving this matter.
  
  We apologize for any inconvenience she has experienced and hope that the TD team will be able to provide her with the necessary assistance.
  
  Sincerely,
  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. ↩