Complaints

• 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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently attempted to purchase some furniture. It was delivered stained and damaged and the delivery people left without giving us proper time to inspect the furniture. I immediately called to try to get the situation rectified. However, with a lot of back and forth with the customer service team I was finally able to get someone to agree to partially refund our furniture. They came today to pick up the furniture and now I am left with no furniture and a balance due for delivery/restocking fees. I am hoping to have this situation rectified as it is anti-consumer, and a disgusting practice. We did nothing wrong and are trying to have Ashley Homestore rectify the situation. We should not owe for negligence on the part of Ashley Homestore. I have filed a complaint with *************************** and the ************************ for this anti-consumer policies. I am giving Ashley Homestore an opportunity to fix this situation however I am met with constant run around. We should owe nothing.

  Business response

  09/06/2024

  Thank you for bringing this matter to our attention. We have reviewed the customers concerns regarding their delivery experience and the associated fees. We sincerely apologize for the confusion and any inconvenience caused during the process.
  
  After careful consideration, we have approved a full refund for the original delivery fee, restocking fee, and pick-up fee. We understand how frustrating this situation has been for the customer, and we regret that their experience did not meet expectations.
  
  Please let the customer know that their refund is being processed, and they can expect the full amount to be reflected in their ******* account within ************************************************* concerns, they are welcome to contact us directly at ************.
  
  Thank you for your time and assistance in resolving this matter.
  
  Sincerely,
  Ashley Customer Experience

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a standing desk from Ashley Furniture on 3/27/24. The desk was installed by delivery driver and did not work. I contacted the company and received no assistance. My father contacted the company and was told a part would be shipped and they would send a repairman out to fix it. They sent the wrong part and no repairman was sent. I contacted the company and no response to date has been received. This has gone on too long. I have the 5 year repair warranty on the item and was told I could not use it as it was a delivery issue and must be repaired by the company.

  Business response

  09/01/2024

  Hi there, *****!

  Thank you for bringing this matter to our attention.

  We deeply apologize for the inconvenience. 

  We have opened a service order (order #: **********) and ordered the necessary parts to complete the repairs for your  ADJUSTABLE HEIGHT DESK (H302-29). The replacement parts are estimated to arrive within 7-10 business days via ********* to the delivery address on file. Once you have received the replacement parts, please contact our ************************ directly by calling us at ************ or via email at ************************************* to schedule installation. 

  We appreciate the opportunity to address your concerns with your merchandise and hope you find this resolution satisfactory. 

  All the best, 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a chair and my credit card was declined. I was approved by Acima Leasing so I ordered a chair using Acima. It's the same model of chair. I received a text that the chair was being delivered on 8/08. I did not pay any attention to the order number as I assumed the one my credit card didn't work for would not be delivered as it was not paid for . I received another text that another chair was being delivered on 8/16. I called and tried to stop it but was told it was too late and that I should just refuse it. I assumed it was just a mistake . Then I got an email saying I owed for the chair that was delivered . I called customer service and was told I was being charged because the one I refused was the one I used Acima credit for and the one I kept was the one my credit card didn't work for . I was told the order numbers cannot be changed so Ashley would call Acima and cancel my contract with them and I would have to come up with a way to pay for the chair I have. That was last week and my payments continue with *****. I called Acima and they have not heard anything . Right now you are trying to make me pay for two chairs. I have video of me refusing the chair and the driver showing me on his phone where it was refused and I also spoke to dispatch right after and told them the chair was refused. The order numbers are : ************* and ************

  Business response

  08/30/2024

  To whom it may concern,

  This is not our customer. We are a licensee located in **, **, and part of **. The order numbers provided are online ordering numbers and the customer's address is in ******* which is  outside of our delivery licensee location. In addition, Acima is not one of our licensee financing partners. If you have any additional questions or concerns, please email us at WECARE@SHOPASHLEY>COM 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
  
  

  Customer response

  09/03/2024

   
  I am rejecting this response because:
  I ordered from Ashley Furniture. If they are the wrong state they need to provide the correct contact info. That is the number I called and was not able to resolve with them . 

  Business response

  09/03/2024

   

   

  To whom it may concern,

  
  This is not our customer. We are a licensee located in **, **, and part of **. The order numbers provided are online ordering numbers and the customer's address is in ******* which is  outside of our delivery licensee location. In addition, Acima is not one of our licensee financing partners.

  At your earliest convenience you may utilize this number at your discretion **************, As this is the closest we could find in the state of ******* connected to Ashley Furniture.

  If you have any additional questions or concerns, please email us at WECARE@SHOPASHLEY>COM 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

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased furniture in March 2024 and used Ashley's financing through *************** Adding the Ashley card to my synchrony bank online account with no issues, however the balance remained ZERO for 60+ days. When I contacted synchrony, they advised I must be within a promotional period where payment's haven't yet begun. Another 60 days go by, and I get a call from a debt collector about a "TD financial debt" that I knew nothing of and thought it was a scam. It wasn't until AUGUST that I got a statement from Ashley in the mail, and noticed the website to make a payment was through TD financing. Now that I had the right account info, I was able to log in and noticed how LATE I was. Not only was I charged significant late fees, but this likely has impacted my credit. I've tried 6 times to contact Ashley customer service only to be left on hold for HOURS. I will require an adjustment to late fees, and extension on no interest financing given the fact I was unable to make a payment for FIVE months. Screen shot attached showing NO statement until August.

  Business response

  08/21/2024

  Good Afternoon,

  May we please have complaint ID Number # ******** transferred to Broad River Retail, LLC for processing?

  Thank you,

  ***********************************| Customer Experience Specialist

  Ashley Global Retail, LLC

  2998 Broadway **************************************

  p : ************ | *********************************************************

  www.ashleyfurniture.com

  Customer response

  08/28/2024

  Here is the latest account statement. 
  
  The store was:
  Ashley Furniture
  *******************************
  ****************** 

   

  Please let me know if you need anything else.

  Business response

  08/30/2024

  Hello Team,
  
  Thank you for bringing ************************ concerns to our attention. We sincerely apologize for any frustration this situation may have caused. Our goal is always to provide a positive experience for our guests, and we regret that this was not the case for ********************.
  
  We have made several attempts to reach ******************** by phone on August 29th and 30th, leaving voicemail messages, and weve also tried to connect via email, but have not yet received a response.
  
  We are eager to address ************************ concerns regarding his financing. Please encourage him to contact us directly at *****************************, to speak with his resolution expert. We are here to assist him and resolve the matter as quickly as possible.
  
  Best regards,
  Ashley Customer Experience

  Customer response

  09/03/2024

   
  I am rejecting this response because:

   

  I have responded via email and made 4 attempts to call that number back! I responded to the email explaining that it was unacceptable to call me at 8:30 on a Friday evening, especially during a holiday weekend then proceed to get calls on a Sunday and Holiday???

  I will attempt to call the number provided again (there is no option to enter an extension so not sure why one is provided) when I am off work today. 
  

  This matter is NOT resolved. 

  
  

  Business response

  09/04/2024

  Hello team! 

  Thank you for bringing ************************* concerns to our attention.

   We have been in direct contact with ********************* to discuss her situation. During our conversation, we informed her that we have requested an extension of her financing period to assist with her current concerns. However, regarding the late fees, we advised ********************* to reach out directly to ******** These fees are a result of their inaction and lack of communication, which are matters that ******* will need to address directly.

  We are committed to supporting ********************* in any way we can and will continue to assist her through this process.
  If there are any further questions or concerns, please feel free to reach out to us.

  Sincerely,
  Ashley Customer Experience

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a $4,000 order on 7/24/24 for a new mattress and bed frame. Delivery was delayed several times, lack of communication from the store. Our delivery finial shows up today and the bed frame is the wrong color. Honestly, do you even care about your customers? Extremely disappointed and deflated, Additionally The mattress they delivered is incorrect as well. Still no response from anyone at the store.Update, I went to the store today 8/24/2024 at 10am. I spoke to **** the General Manager. He was busy with an event today but assured me they will make it right, and I would hear from him on Monday.Update, no response from **** the General manager on 8/26 as he promised. I called the store(2:47pm) thinking maybe he got busy and forgotleft a message with ***. Its now 8pmno call. What can I do?

  Business response

  08/27/2024

  To whom it may concern,

  We have spoken with the customer and are working towards a resolution. If you have any additional questions or concerns, please email us at *********************************** 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
  
  

  Customer response

  08/27/2024

   
  I am rejecting this response because:
  
  we have not come to a resolution. We did speak to ******( customer care at ********************************************* today, she said it could take ***** hours for her to review her records before coming up with a possible solution. Until that conversation happens, we are no further along then when I filed the complaint in the first place. 
  

  thank you, 

  *********************;

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

  
  

  Business response

  08/28/2024

  To whom it may concern,

  Thank you for bringing this issue to our attention. We have provided the customer with information resolving this complaint. If you have any additional questions or concerns, please email us at *********************************** 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

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18, 2024 I purchased an Ashley Hybrid King ********* Within two days I cancelled the order and was advised that I would be refunded back onto my card that I used to purchase the item. Since then, I have not received any refund. I have called and reached out to this company several times and have been told they mailed me a check However, nothing has been received. The first check they mailed out was sent to an incorrect address. Since then I have been checking my mail and I have not received any refund. Ultimately I had to get a new debit card number in fear that I was possibly scam. I wish to be able to get my refund in cash or to be able to pick up the check at the corporate location.

  Business response

  08/24/2024

  To whom it may concern,

  Our accounting management is not available on the weekends however we have sent a request to track a check that was mailed on 7/24/24. and to coordinate the best course of action to ensure that we can get the refund to the customer. If you have any additional questions or concerns, please email us at *********************************** 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
  
  

  Customer response

  08/24/2024

   
  I am rejecting this response because:
   
  I have spoken to this business several times regarding my refund and I have been getting the run around. I am very upset that it has been since July 18th and my refund has not been received. 

  Business response

  08/24/2024

  To whom it may concern,

  We are committed to getting the refund to the customer however the accounting department is not in office on Saturdays or Sundays. We will be in contact with the customer by end of business on Tuesday to convey the findings and best course of action to provide the customer with the refund. Without accounting personal in office, we cannot provide the customer with an answer or a course of action at this time. Please allow for the ***** business hours to review the accounting information. If you have any additional questions or concerns, please email us at *********************************** 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
  
  

   

  Customer response

  08/24/2024

   
  I am rejecting this response because: It has been over a month and this has not been resolved. Every agent I have spoken to has said it has to through the accounting department. Yet, nothing has been resolved. 
  
  

  Business response

  08/27/2024

  To whom it may concern,

  We have confirmed with the accounting department that the previously sent check has not been cashed and have requested a new check be issued for pick-up at our **************** location in *********, **. Once we have this confirmed, we will update the customer with the details for the pick-up date and location. We understand the customer's concern and as stated, we are committed to getting this resolved for the customer.

  If you have any additional questions or concerns, please email us at *********************************** 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
  
  

  Customer response

  08/27/2024

   
  I am rejecting this response because: I have been told this several times and nothing has been resolved. I am requesting to pick up my refund tomorrow. This has been an ongoing issue since July *******. I am very dissatisfied with Ashleys home store. I have never had this occur at any business Ive shopped at before. 
  
  

  Business response

  08/28/2024

  To whom it may concern,

  Thank you for bringing this complaint to our attention. We have been in contact with the customer and have made an appointment for a refund check to by picked up by the customer at our **************** on Friday, 8/30/24 at 8:00 am. 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 Care
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time I am filing a complaint against Ashley HomeStore for the same order (different issue). The first time, I received a couch with a broken frame and the business took over 25 days to send me parts to fix it and it would have taken another two weeks to get a craftsman to my home to repair the couch. Ashley agreed to deliver a new couch to me, which is when I closed the first issue.Upon receiving the replacement couch, the frame was also broken on this one in addition to stitching defects (see images). I refused delivery for this second couch. The corporate representative I am working with, ********, has ordered a third couch, which Ashley says is ready to be delivered to me. I never said or agreed to wanting a third couch.I have taken off work twice now as well as spent hours on the phone with Ashley. I do not want to risk taking more time off work to receive yet another defective couch. I asked for options if kept my original couch I have now as-is, and Ashley HomeStore only offered $270 plus goodwill compensation, which they will not tell me what that is/how much until I sign for a new couch.This situation has been going on for almost 60 days and I am very tired of the back and forth. The end result I want is to keep my current couch for a full refund, which the corporate representative said has been done in the past with other customers.

  Business response

  08/24/2024

  To whom it may concern,

  We have reached out to the customer to discuss several options to resolve the customers concerns. We are waiting on a response from the customer to move forward. If you have any additional questions or concerns, please email us at *********************************** 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

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  May 25th, 2024, I placed a significant order totaling $16,143.02. Two bedroom sets, a dining room set, and a living room set. I was pleased with most of the items, the main bedroom set was a complete and utter disappointment. I specifically ordered a white/grey bedroom set, relying on the product descriptions and images provided both online and in your store. However, the delivered set was unequivocally grey/grey. This ***** color discrepancy clashes jarringly with my existing dcor, rendering the set unusable in my home. I felt deeply misled and cheated, as if I had fallen victim to a bait-and-switch tactic. The set exhibits a noticeable defect in its finish. I immediately voiced my concerns to the delivery personnel, highlighting the color discrepancies. I was not informed of my right to refuse the delivery. I promptly contacted my salesman and the customer service department, only to be met with unfulfilled promises of a managerial callback. The next day, my attempts to escalate the issue proved equally fruitless. The store manager offered vague assurances of a potential return. The corporate office acknowledged the color variation issue but attributed it to manufacturing inconsistencies a crucial detail conveniently omitted from your product information. During my numerous interactions with your representatives, I was even provided with incorrect information regarding the identity of the company's CEO. A voicemail from an employee named ****** further exacerbated my frustration. She summarily dismissed my return request, despite admitting the color discrepancy and its inherent variability. Her offer of a meager $700 credit is a slap in the face, considering the significant cost of the set and the blatant misrepresentation involved. I categorically reject this inadequate offer. I refuse to settle for a product that does not match its description and suffers from manufacturing defect. I want to return this defective set for a full refund.

  Business response

  08/20/2024

  To whom it may concern,

  We have spoken to the customer and have approved a reselection exchange of the items with color variation. The customer is satisfied with this option and will be in contact with the retail team to process the reselection exchange. 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 Care
  
  

*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. ↩