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Complaint Details
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Initial Complaint
12/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a table with 6 chairs from Ashley Furniture located at *******************************************. The table and 6 chairs were delivered on Saturday, October 15th. On the night of October 21st, my brother sat in the chair and the chair broke with him in it. Upon closer inspection, the leg of the chair had been damaged and repaired prior to delivery. The leg that was repaired did not match the other legs that were on the chairs, which resulted in my brother's fall.On Saturday, October 22nd I took the chair to the store and asked to return the table and chairs. I was told by the manager that the table and chairs could not be returned because it happened outside of the 72 hour return window. He told me the store would file a claim and that corporate had to make a decision. A claim was filed in the store and my wife called the customer service the same day. When my wife called customer service, she was offered a refund for the chair only. She denied the refund due to the need for 6 chairs. My wife stated that we wanted them to pick up the table, chairs and provide a refund. My wife was told they would send a request to corporate asking for a refund and we had to wait for a decision. The agent told my wife that an email would be sent to me to submit pictures prior to a decision being made. I never received an email to send the pictures. My wife called back and was told that the wrong email had been entered. My wife submitted the pictures with the agent on the phone. The agent received pictures and stated that we had to wait a week to receive a decision. My wife called back to receive a decision and was told that a technician had to come see the chair. The beginning of November a technician came to look at the chair and stated the chair was broken prior to our receipt. The technician stated a new leg would be ordered and he would return to replace it. To date, we have not received any contact from Ashley nor have we received a leg for the chair.
Business response
12/15/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 receiving the consumer's complaint, we have reached out to the retail store management team. Our management team has created an even exchange in our system to replace the chair.
Delivery is set up for 12-23-2021 to pick up the damaged piece in the home and replace with the new item.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDInitial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
26222 Golden Maple
Ive ordered the Wooden Cabinet Order ********* on 24th November from Ashley at ************, **. I paid Premium Delivery & Installation. The Cabinet was delivered on 28th morning EST & doors were not properly aligned. The delivery crew took several pictures of door to submit to the Ashley. We requested the them to take the item back but they told us Ashley will exchange with new item with doors properly aligned and we should hear back from them within 48 hours. After, we didnt receive any call or email, therefore contacted Customer support with at least 45 minutes waiting to know about the status, and the Rep told us to wait at least 3-5 days to get an answer. Actually, every alternate day, I am calling or online messaging with Ashlerys Customer Support to know the status of our replacement Cabinet. Since then, it is 10 days past, and I didnt receive any communication from Ashley about the replacement. So day before yesterday, again I called them, got connected to a Rep and she directly told it was ordered through Store so Store will resolve the issue. Before that I also contacted store directly but it directly went to Corporate. The Rep contacted store & told me that the item has to be returned to store. I humbly told the Rep, I was not responsible for the doors not properly aligned and due to health issue, I cannot lift the heavy item. So, I reiterate to convince what the delivery people told me about the replacement with new item. I also requested Rep many times to transfer over to her Manager to resolve it quickly without any success. The Rep promised she escalated the issue with prompt reply. My Case ID is ********. After 48 hours there is no communication from them, So I am requesting BBB to step in to handle this since after my numerous failed attempts I didnt get any solution. Ashleys Customer Support has gone down very badly that I realized with my bitter experience, since I have purchased Many furniture before pandemics with good customer care.
Business response
12/17/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 receiving the consumer's complaint, we have reached out to the retail store management team. We have scheduled the soonest professional service technician to fully inspect and advise of any manufacturing defects for 12-24-2021. Once the technician submits the report back to us we will reach out to the consumer to further discuss and resolve the situation.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDInitial Complaint
12/06/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a *************** wide recliner item # ******* which arrived damaged on 10/14/21 . We contacted Ashley **************** immediately after seeing the damage on 10/14/21 the same day as it was delivered to let them know it was damaged . We were told to email them photos of the damage which we did, & they told us they would pick it up on 10/29/21 which never happened. I waited all day for them to show up but they never came & they never called me to let me know that they weren't coming either . I have called the customer service numerous times to resolve this & I keep getting the run around when it will get picked up. They told me ***** issued me a credit back to my credit card on 10/28/21 for the zero wall recliner which never happened. The credit for the Zero wall recliner should be $845.26 this is including tax .I have called them 10/14/21 , 10/18/21 , 10/28/21 , 10/30/21 , 11/11/21 , 11/18/21 , 11/23/21 , 11/26/21 , 11/30/21 .On 11/11/21 , I canceled over the phone 3 swivel stools item D743-024 , which was supposed to be drop shipped & I never received a credit back for that either which is $254.97 plus tax of $17.85 which totals $272.82 I received a call on 11/26/21 from Meesaha at 6:05 pm , she told me she would call the store to get the zero wall recliner picked up & then the credit would be issued , she told me it shows a credit at her end but my credit card company doesn't show a credit . my total refund should be $1118.08Customer response
12/08/2021
So shortly after I submitted my complaint , I accidentally came across how we have been overcharged as well .So on the purchase order page 1 it shows on 9/16/2021 what we purchased and I noted what we canceled .We bought the following from :Ashley Home Store ******************************************** ************sale # ********* and customer ID # ************items D743-35 , 1 oval dining table $ 454.08D743--02 dining chairs ( 4 ) of them @ $106.99 each =$427.96item ******* - 2 seat *************** sofa $ *******delivery fees $269.99Furnpro nt 5 year furniture protection plan $389.99 .Now if you add all of these up it should come to $2554.51 plus tax and Ashley has it on page 2 of my invoice tax - delivery at $2644.51 and tax $185.12 , so the overcharge here is $90 plus taxWe canceled on 9/16/2021 the Dining room server D ****** , $479.99 because it was to big for the area we wanted it at , and on 11/11/2021 we canceled the D743-024 , 3 of them at $254.97 swivel stools which was supposed to be drop shipped ...I took pictures of my October statement . which I included , it shows transaction date 9/24/2021 $2706.03 and on 10/15/2021 $845.26 for the zero wall recliner that was supposed to be picked up on 10/29/2021 ...Thank you for your help .*********************** ************Business response
12/16/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 consumer's concerns, we reached out to our management team with our retail store. Our operations manager reached out directly to the consumer to further discuss this situation.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDCustomer response
12/20/2021
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.
[Please type your response here.]they told me I will some credit back onto my account , but I have not seen anything come through as of yet . It shouldn't take that long to get the proper credit, they said I should get it on my next billing cycle .
Regards,
***********************Business response
12/26/2021
Thank you for contacting Ashley Furniture *********** **** 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. The consumers credit will be going back to their Synchrony account; it may take up to 2 billing cycles to reflect on statements.
Regards,
Ashley Furniture *********** ****
Corporate Office
KBCustomer response
12/28/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***********************Initial Complaint
12/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Date of transaction: 08/28/2021 I went to visit the store on the above date because of a promotion the company was offering. The promotion was a $100 MC Reward Card with purchase. I bought my items and was told that I would receive my card 2 to 3 weeks after the order was delivered. I received my order on 9/19/2021. I waited until the end of October and did not receive my gift card. I called the company that issues the card *************) and was told the skew was not sent to them to issue the card. I was informed that the skew should have been issued from the corporate offices. I went into the physical location and talked to customer service and was told that they would just issue a refund to my Ashley Credit Card. I waited until 11/30/2021 and still had not received the refund. I tried to call the customer service line and was told that they could do nothing for me and put me back in contact with the store where I had shopped. I tried to talk to their customer service and asked to speak with a manager and they tried to transfer me back to the salesperson. I said no I wanted to talk to a manager and they transferred me back to the customer service number and was again told there was nothing they could do for me.Business response
12/09/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 consumer's concerns, we reached out to our management team with our retail store. We processed a ****** refund on 12-07-2021 back to the consumer's original form of payment.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDCustomer response
12/09/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
12/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered furniture from Ashley Furniture mid-May 2021. I ordered a couch, a bedroom set, which was a dresser, two nightstands, a chest of drawers, and a king size bed. The couch was ordered first but everything was ordered in the same week. I was told 6 to 12 weeks for delivery. The couch and the chest of drawers came mid June. I was told the rest of the bedroom furniture would be delivered in the beginning of September- 17 weeks but ok. mid-September comes, and all they delivered was one night stand. ONE NIGHTSTAND. **************** told me because that nightstand was ordered separately. I showed them my receipts that it was not ordered separately -the chest of drawers was ordered separately- but that came in June with the couch. Furthermore-they had a dresser in stock in the local warehouse but they wouldnt deliver it until all the rest of the furniture was available. Then they tell me December 6 is my delivery day. I went back-and-forth with corporate on Instagram, because Instagram is the only way to get someone to respond to you quickly, and they said there was nothing they could do, the furniture was going to be delivered December 6 when it was all in stock. So my husband and I are living out of one nightstand and chest of drawers. Then on November 24, the day before Thanksgiving, I get a call from Ashley Furniture that the authorization for my credit card was expiring. I got the Ashley 0% for 12 month credit card, and apparently the authorization only last for 6 months-no one at the store was staying on top of this. They wouldnt accept payment over the phone and they were closed on thanksgiving. I went in Friday and paid the balance- being assured Id still have my December 6 delivery date. Not so. The store cant Get a delivery date from the warehouse, corporate on Instagram cant get a delivery date from warehouse. So Im back in limbo 30 weeks from date of order.Customer response
12/07/2021
I received the following message from corporate Ashley Furniture on Instagram. March 22 delivery is not an acceptable resolution for me.Business response
12/14/2021
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 ******************** team. Due to a manufacturer delay,the consumers items are currently on backorder; we apologize for the inconvenience.Once the items are in the warehouse, the consumer will be contacted to schedule a delivery date.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
12/16/2021
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.
I would have had my furniture had the business stayed on top of their authorizations. The only way to resolve this issue is for them to pick up the chest of drawers and nightstand, refund my synchrony credit card for the chest of drawers and nightstand, and cancel the rest of my order. I already had a delivery date of September 12, and then December 6, and now March 22. I will be cancelling my order with the local store today- but I need them to get the partial order out of my house.
Regards,
*************************Business response
12/21/2021
Thank you for contacting Ashley Furniture *********** **** 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. Per policy, we will not be able to approve a return for a refund on the partially delivered items. We reached out to the consumer via email with this information as well as offering another solution; it may have gone to spam.
Regards,
Ashley Furniture *********** ****
Corporate Office
KBInitial Complaint
12/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a entertainment center and when it was delivered one handle was broken and the two pieces that go to it where to big for the space. I called several times. I'm told it was approved to be returned but no one will commit to picking it up, crediting my account and the broken piece is unresolved.Business response
12/14/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 consumer's concerns, we reached out to our management team with our retail store. We will be working with them to get a resolution. We will keep the consumer updated with any and all progress that is being made.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDInitial Complaint
12/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Recently bought a new house. Went to Ashley furniture to buy all new furniture for the home. 4 bedroom sets, full living room sets and kitchen sets. Purchased first in September, then came back for more. They said there would be some delays due to covid. No problem cause I didnt need furniture till the set delivery date of December 2. Well, come December 2, only half of my livingroom set came. The delivery team couldnt speak English and they set up a cabinet with very shotty work and the door doesnt close. Where is the rest of my furniture? Went to the store, they said, Oh, sorry, the furniture was discontinued and I need to pick out all new. REALLY?! I paid for all this furniture over 4 months ago and you tell me you dont have it? NO! Unacceptable! I paid over $20,000 for the furniture 4 months ago and now you dont have it? They could have offered the floor models, but they said they sold them. I was waiting 4 months and you sold to another customer? I want the ******************** that I purchased. You can easily take my money and then crawfish me and not give me what I paid for? Thats bad business. Also they need to come fix the crappy job they did setting up the few things they gave me!Business response
12/12/2021
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. We were advised that the consumers items were picked up on 12/8/2021 and a refund was processed; it may take a billing cycle to reflect on statements.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
11/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
During the month of June 2021, I shopped at the Ashley FurnitureStore, *********, **. I do not remember the salesperson'sname who helped me; however, I'm thinking her name may havebeen ****. She convinced me to open a credit account. Idecided to purchase a sofa on that account. Once I got home Ichanged my mind. I cancelled the sofa over the phone with awoman in the store by the name of ****. It was not until the 1stweek of Oct. 2021 did I realized that the $1,200 for the sofa wasnever returned to my Synchrony credit line. Therefore I did a chatwith a Synchrony employee I think his name was **** he told ***** store would need to restore my credit line. On Nov. 3rd 2021,I found out from ***************************** of Ashley's escalationdepartment that someone named **** cancelled the sofa that Iorder in Oct. 2021 that was supposed to be delivered on thatsame day. Now, the $1,200 from the sofa was never returned tomy credit line, my sofa that I purchased online to be delivered onNov. 3rd was cancelled in error by Ashley and I was charged anadditional delivery fee to reorder my order that was placed inOct., and lastly, there was a website glitch that double chargedme for the reorder and my Synchrony account is now over thelimit. It doesn't matter how many times I called the *********,** store the phone just rings not a sole answer. To fi x a problemwith Ashley is like a dark pit. Many hours were spent on thephone to correct this issue to no avail. This should be a violationof the credit reporting act.Ashley FurnitureHomeStoreKingswere 1 Ashley Way,********************** ************** If you have any questionsor concerns, pleasecontact the BBB assignedto your complaint:BBB ******************************** W. ***************************************************** Email this BBB ************** 11/8/21, 4:24 PM File Complaint against Ashley Furniture HomeStorBusiness response
12/10/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this customer's 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 this customer's concerns, we reached out to our HomeStore sales management team. We have been advised that the Office Manager attempted to reach out to the consumer, but was told the consumer would call them back.
At this time, we are awaiting a call back from the consumer.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDCustomer response
12/10/2021
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.
[I am absolutely shocked by the untruth of the manager stating I would call back. I was very clear that I needed her to call me back since that store does not answer there phone. She stated she understood We both agreed on her calling me back the next day at 5pm. She was the one that did not call back. In addition, my compliant is asking for corporate to reach out to me because that store plays so many games there is no truth that has come out of any of my dealing with them. So, I don't understand why corporate is dismissing my request.]
Regards,
*************************Business response
12/17/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 this consumer's concerns, we have made communication with the consumer to further assist. We have approved a refund on their online order and have contacted the HomeStore Management to further investigate the concerns with their Synchrony Account. We will provide the consumer with any and all updates concerning this matter.
?
Regards,
Ashley Furniture *********** ****
Corporate Office
JDCustomer response
12/17/2021
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.
[Please type your response here.]
Regards,
*************************Business response
12/24/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this customer's 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 customer's concerns, we reached out to our online management team. We are currently working with them to investigate the pending authorization on the customer's account and will update the customer accordingly.
Regards,
Ashley Furniture *********** ****
Corporate Office
JDInitial Complaint
11/30/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchase Order Date: 10/18/21 Purchase Order Location: *****, ** Payment: $2,455.62 (in cash).Sales Rep: ***** Sirack24 Delivery on yellow carbon copy: 10/15/21 No refund as of 11/22/21 Called on 10/15 at 1:10pm due to no call no show to find out delivery was pushed back without notice. Sales rep: *** was apologetic and proceeded to tell me love sofa was then scheduled for delivery on 10/20 and larger piece on 11/15 On 10/17 I called ***** refund manager and he said he was submitting paperwork on Monday and that store location can make decision how I can get refund with no luck. I personally then went to store in ***** spoke with ****** (mngr) on 10/22, 11/05 and spoke to him by telephone on 11/22 to find out check has not been issued and he has to resubmit form when I already had signed refund form over a month ago.I spoke with *** on 10/15, left messages for *** on 10/16 no return call. Spoke also with ***** ******* and also ***** on 10/15 at 5:38pm 11/11, 11/12; waiting on additional discount due to split delivery as they said I would be called within 24 hours - which never happened. I have screen shots of all my calls dates, times and length of calls.Paid cash on 09/18 literally 11/22/21 no refund yet. We donated our sofas to newlyweds a day prior delivery date so yes I let them know and their excuse was that they do not give customers delivery dates which that was not so, "we were given a delivery date" - this was a gift for my elderly parent's yet we're still waiting on funds. This company does poor business as my brother in ********** is having the same issue with same company. I will like to pick up refund check or cash. We definitely cannot go another month without sofas. And I am not the only one having issues with this company many customers are if tou research.I will be in complete gratitude if BBB can assist in resolving this matter. Sincerely,H?ctor Miranda ************************* **************Business response
12/04/2021
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 consumer's concerns, we reached out to our management team with our retail store. We were advised that a refund check was mailed out on 11-24-2021
Regards,
Ashley Furniture *********** ****
Corporate Office
JDInitial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of Delivery: December 23, 2020 Last year, I went to Ashley Furniture for 2 separate purchases. One for my mother and one for myself - each of them were delivered to a separate address and were completely different as far as furniture concerns. My mother purchased a dining room table that had several problems from the beginning. The wood would bubble and scratch very easily so she had a technician come out who colored in the spots with crayon and claimed to have not seen the bubbling in the wood. At this point, I had decided with my mother that we will not buy another dining room table from AF again.Then, after my mother paid off the dining room table, a few months later, I had moved in with my boyfriend and we needed a new bedroom set - so I decided to give Ashley another chance to win back my business since I do have a credit card for them. So, I purchased a bedroom set (The *******) and it was set to be delivered on several different dates. Finally, it was delivered on December 23rd, 2020. The crew who came out to deliver and put the furniture together were awesome - very thorough and efficient. Once they left, I didn't notice any problems with the furniture until I had opened my boyfriends bottom nightstand drawer that opened much differently from my own - come to find out, my nightstand seems to be missing a track.Then, over a period of the year almost that I've had this furniture, it has scratched extremely easily, paint has come off and things have just all gone wrong. I had put in a request about 2 weeks ago to get a tech to come out to the house - they told me my warranty was voided because I had moved. (I DID NOT MOVE THIS FURNITURE) Then, I contacted the BBB and they scheduled a tech to come out on December 4th, later on, I called in and got an appointment sooner - 11.22.2021. Saturday, I received a call with the time frame. That tech never showed and when I called, they had no appointment in the system. This is ridiculous and terrible service.Business response
12/08/2021
Thank you for contacting Ashley Furniture *********** **** 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 and technician staff to further investigate the issue. In order to further review the consumer's claim, we require a technician's inspect and report the damaged items. We were advised that the consumer's service date was rescheduled for 12/14/21. We will reach out to the consumer to confirm and to provide the timeframe for service. Once the Reports are received we will further review the consumer's claim
Regards,
Ashley Furniture *********** ****
Corporate Office
BD
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Contact Information
Customer Complaints Summary
615 total complaints in the last 3 years.
155 complaints closed in the last 12 months.