Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased 6 items from Ashley online for ******* on September 16, 2024. Delivery was scheduled and I received all the items. The chaise lounge cushion was sinking in. I contacted Ashley about this online precisely a week after the items were delivered to my home about the issue. The customer service *** asked for pictures and admitted that the cushion appeared to already be sinking in. ******* with the Ashley ****************** received and reviewed my service ticket on October 9, asking to see additional photos. As a one-time courtesy she offered to order a ***lacement cushion core and stated it would be shipped to their warehouse first, then a technician would drop it off to us. We agreed, and it was put on order on October 9th. Parts and installation will be at no charge for you as a one-time courtesy. It is not a courtesy if I contacted you within 30 days about faulty furniture, but I digress. I was informed there would be 7-10 days processing period and that they would continue to reach out about updates on the order. On October 18th, we were informed that they needed to reach out to Ashley parts since it was not assigned yet. On October 26th, the *** was mid-November. On November 11th, it was available, so they were sending an email over to see why it hasnt been shipped out yet. On November 12th, the part should be shipping out in the next 2-5 days. On November 26th, it is now updated to 1-3 days for shipping. Today, December 7, we reached out by phone and now are being told it will be mid-December, blaming the holidays for the issue. I never knew so many people bought furniture as gifts for the holidays. Obviously, I am not getting the cushion and have been taken advantage of since October. I would like a refund of ****** plus tax for the chaise lounge since it is sinking in and I am unable to get even a cushion to be ***laced for it. I also find it odd that when logged into Ashley and look up order status no orders show up.
Business response
12/09/2024
We pride ourselves on providing the highest level of service possible. We did order a chaise cushion for the client immediately when there was a problem. This parts order was never available at any time for the customer to view. We tracked this order and several times it got pushed back by Ashley. We have no control on when Ashley ships parts. Parts orders arrive based on availability. On Saturday, we pulled a chaise cushion from a stock chaise and the clients husband picked it up from our distribution center. We have reached out to the client without a response and think that this situation is resolved.Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ive been calling Ashley furniture over the last 10 months about my warranty & getting the run around we spend over $1000 on a Ashley Hybrid Mattress we were told we have a 5 year warranty I purchased the mattress in *********** ** my husband is a first responder so we had to move to AZ today 10 months later I speak with a Ashley rep that tells me because we had no choice but to leave TN for my husbands work the warranty is no longer good we have a lopsided mattress that the springs are extended out on the side its unfair & frustrating. We were never told we couldnt move or the warranty would be invalid this is beyond frustrating.Customer response
01/31/2024
Furniture was purchased direct from Ashley Furniture ******************************************************************** ************Business response
02/02/2024
We are unable to service *************** in ******* or get any nearby Ashley Licensees to help. We are refunding her the full purchase price of the mattress plus tax $766.49.
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.