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Complaint Details
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Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Horrible quality. Want a partial refund without return. Came without a box and falling apart. Entire sofa is poorly upholstered and very disappointed.
Business response
02/28/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* An even exchange has been scheduled for pick-up and delivery on 03-19-22. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date. We will follow back up with the consumer after delivery to see how everything went.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
JDInitial Complaint
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Made multiple furniture purchases in Nov 2021. Totaling $5,000 and $3,000 of it was in CASH! Still waiting on deliveries that were promised to have already been at our home. What was delivered is incomplete and our new build home entry was damaged upon delivery, their department did not follow through to repair our home. In addition furniture was dropped off the truck and refused. The dressers are unusable and we were promised a credit on multiple damaged items, for scratched and dents in head board, night stand and stain INSIDE dresser drawers so, we can not use them for anything. We were promised a credit totaling $631.98 as a part of our current *************** issues, a $200 gift card (by mail) and after 2 1/2 months no resolution. We have invested an abundance of time and hard earned money to resolve this. Even spoke to the sales rep. ***** & the General Manager *****************. who has only made verbal promises and has not followed through on any correction of these multiple issues. We are at a loss for furniture and our finances. The time spent and stress over our furniture has been dreadful. These errors and misleading us as buyers has created issues for multiple rooms in our home. I hope for an expedited resolution now that the BBB is involved. Thank You in advance!Business response
03/05/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* We have sent the consumer an email to discuss this matter and make sure all their concerns are properly heard and understood. The email may have gone to their spam folder.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
JDCustomer response
03/16/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No we have not come to a resolution. I am waiting for a reply or call from Ashley. I was recently hospitalized and did not have the ability to reply. This whole situation has been very stressful and they do not deserve an Answered Review because we still have no Answers and the out side entry to our home has been damaged since December. Our Home is a new build and out entry was in perfect condition before Ashley Ruined it.
Regards,
***************************Business response
03/21/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* We have been advised that the consumer had accepted a a $170 keep as is discount along with a $100 gift card, making them ineligible for any further credit adjustments.
The consumer still has an exchange for the headboard on 04-24-22. They also have an exchange for the dresser scheduled for 03-30.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
JDCustomer response
03/25/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The Email sent by Ashley only stated they would "get back to me" I offered my personal phone # to explain any of their confusion and clarify anything the current rep does not understand of the time line. I still have no response or resolution offered. We are approaching April and this has been attempted to resolve since December 2021. Original orders were placed in November 2021.
Regards,
***************************Business response
03/29/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* We have been advised that the consumer had accepted a a $170 keep as is discount along with a $100 gift card, making them ineligible for any further credit adjustments.
The consumer still has an exchange for the headboard on 04-24-22. They also have an exchange for the dresser scheduled for 03-30.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
JDInitial Complaint
02/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Re order #************ I ordered two identical items online (chairs) on December 28. This order has been delayed 6 times. Earlier this month the order was to be shipped on Feb 5-6 but the credit card I had on file was inactive (I had to get a new card due to fraud). I was contacted by Ashley regarding this situation and updated the credit card immediately. I was assured the item would not be delayed due to needing to update the card, I spoke with two representatives (both over the phone in different departments) to specifically tell them that this order had better not be delayed again due to updating the card, and they assured me it would not. Now here I am, 2 weeks after that conversation and the items are again indefinitely delayed (though they were getting ready to be shipped, hence Ashley contacting me to update my card).This is extremely poor business management. I'm not sure why or how Ashley is shuffling around orders, but their lack of customer contact is disgraceful. My order was ready to go, I updated my card and paid for the item, and I'm back in Ashley's idiotic holding pattern with this order.I want my order shipped immediately.Business response
03/01/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to Online sales management.The consumers order is currently affected by supply chain delays. We reached out to the consumer via email with this information and offered a discount; it may have gone to spam.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
03/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis item was ready to be shipped and was paid for. Where is the item? I just spent 20 minutes online with your customer service receiving NO ANSWER regarding my order. This was ordered Dec. 28 and was paid for in full. I am now contacting the FTC.
Regards,
*****************************Business response
03/14/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to Online sales management.We were advised that the consumer received their delivery on 3/11/2022.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
02/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order bed with matching furniture July 2021 with delivery a few weeks later in August. August delivery date came and went with no response from Ashley. Subsequently scheduled on 3 occasions and again no shows. After hours in the phone over the course of several weeks was able to accept partial deliver with balance of goods scheduled 2 weeks later. Deliver kept letting pushed out until finally they said it would be May 2022. We tried to cancel the bed and have Ashley to retirn the matching furniture set that was delivered previously. They refused. Multiple escalation attempts and they finally agreed to take only one piece and said I would get in store credit. They did pick up the piece but the credit never came. Waiting 2 months and finally decided to call and they appear to have record of none of this. The business is operating unethically. Promising delivery dates to make a sell and once youre locked in that string you out for months and there is absolutely no recourse against the company. They have repeatedly proven they cannot be trusted with their actions and routinely ignore customer inquires. This sort of unethical behavior is not acceptable in ******* and they should have to answer for their transgressions.Business response
02/28/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* We were advised that the consumer was refunded back to the original form of payment on 12/6/2021.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a dining set from Ashleys furniture in *********** **. it cost a couple thousand dollars. The chairs were poorly crafted after 2 years, all six chairs have to be tightened weekly. We are not heavy set people. Recently two chairs cracked and completely inoperable to sit on. It is a safety hazard for my pregnant wife, toddler, and my mother who is 75. I called consumer affairs and they said they can only send leg parts but the base is broken and you cannot attach legs to a broken base.Business response
02/24/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* The consumer is out of the 1-year manufacturer warranty and will need to reach out to GBS *************** or gbsent.com) for further assistance; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
03/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is a safety issue, Ashleys should honor their furniture that they sold. The chair frames has broken. This was purchased late 2019. We are not heavy set by any means.
Regards,
***************************Initial Complaint
02/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I placed an order on December 6, my order keeps getting delayed. Ive even had my order split so that i receive separate deliveries due to issues the warehouse is having and still my order keeps getting pushed back. I just want my items delivered ASAP. I have waited long enough. Also, if its such a hassle filling customers orders why continue to sell a product. I need a resolution.Business response
02/24/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to ********************* We are currently waiting for the footboard and rails to arrive at the warehouse which is estimated at the end of April. Once their order has been fulfilled, we will be able to offer compensation. We reached out to the consumer via email with this information.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
02/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. It truly saddens me that I had to resort to these measures in order to receive half my order (which Ashley was determined to delay again until April/May) within days of filing this complaint. At this time I am currently satisfied with having received the 1st half of my bedroom set. I wont be fully satisfied until I receive my bed frame and I am awarded compensation for the inconvenience. I will follow up with BBB once my whole order is fulfilled. Thank you for assisting with this matter.
Regards,
***********************Initial Complaint
02/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
So I Brought these 2 rugs and opened 1 but not all the way up I thought the rug was defective because the package was rough up so I called them about that and wanted to return 1 rug but it wasn't defective aleast that what my friend told me but it smell awful though so as I start moving stuff around to make room for the rug I start to feel sick I didn't think anything of it at first but I start feeling worser and worser so I decided to send the rug back, now the games begin. Ashley will not send me a return slip so I can return these rugs I never dealt with a company that pays its workers to lie and say one thing and do another, how desperate for cash do Ashley have to be to play these games with the consumers the rug didn't have the CA prop 65 warning on them or on their site and these chemicals is messing up my breathing and I have ***** issue but they sale this toxic c*** with no warning label and won't let me return themBusiness response
02/24/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to our online sales management team. We were advised that a call tag was created for the rugs to be picked up and returned to the warehouse. Once the items have been scanned back in, a refund will be issued.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
0n 04/02/2021 I purchased ********* chairs along with a large order of other furniture sets (The Sales number on the receipt is *********. My chairs were delivered within a couple days to my address. Immediately I contacted the business agent who assisted us with the chairs by the name of Sarmed chairs were wobbly and not strong, I also told him that the screws on the bottom of the chairs do not tighten all the way. He directed us to come to the store. As I went into the store, I was introduced to the ******** who is the business manager. The business manager notified me that he will take care of our issue and will file a claim. the first step is to send a technician to see if they can fix the chairs, and if not, than headquarters will be able to either refund us or exchange the chairs. After a month, The technician came and said that the chairs cannot be fixed as it is a manufacture error and they cannot be screwed tight nor can the legs be fixed. Over a series of 9 months, I communicated to various agents both in store and on the phone to be told multiple times that the case is pending headquarter review. After every time I visited the store (over 8 times) I was told there was no case on file and they need to start a new one for me. I was also told by ******** that the issue is being handled and that I didn't need to come to the store. On July 15 ******** told me to text him the receipt, I did. On Aug 3rd, I reached out to ******** via text message to request an update, he didn't respond. So I called him, and he said he created a case again. On Aug 10th, ******** said "we already submitted the refund for you yesterday it takes 5 to 7 b...". Finally when nothing was done, I contacted headquarters and they said no case was ever created. Another case was created , they sent a technician for the 2nd time who concluded the chairs cannot be fixed. I escalated the case again to headquarters as no one followed up with me after the visit. Lastly, my case was denied inJanBusiness response
02/23/2022
Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to Homestore management.After reviewing the technician notes, there are no defects on the chairs. We reached out to the consumer via email with this information and offering compensation;it may have gone to spam.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
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Get a QuoteCustomer Complaints Summary
663 total complaints in the last 3 years.
228 complaints closed in the last 12 months.
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