ComplaintsforAshley Furniture HomeStore Stoneledge

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this couch on 4/27/24 and 4 chairs item was delivered on 5/4/24 I had in the pass bought furniture from ******* by a different retailer back in 2014 the set of couches I bought back in 2014 was great quality furniture I keep the same set into 4/27/2024 why I decided to get a new set of couches well it had been 10 yrs and my mothers **** was granted and after 18yrs of no being able to see my mother shes was finally able to see me. This is went I decided to take action and replace my old furniture I walk in to the store look around and found this sofa set with a sleeper bed included. On 5/22/2024 my mother finally arrived and I accommodated my mother in the new sleeper bed I bought new set of sheets and mattress covers to protect the new mattress And my mother stay with me for 1 week upon her leaving I wash the sheets and replace them with new set And stored the bed. The bed has been stored away ever since . My mother just returned again and she wanted to stay with me Upon getting the bed ready for my mom I noticed a stain in the bottom of the mattress I check it out and realize it was mold I immediately took pictures and open up a case with reguard because I had purchased a warranty on the furniture I call them to ask if I has summit my case correctly since this was the first time opening a case I was informed the yes my claim was submitted correctly and someone will contact me in 24hrs I received a call and was told my claim had been denied because reguard only repairs accidental damage I was referred to Ashelys customer care they told me to contact them since my purchase was still under manufacture warranty I call ************ and was told my claim was invalid to contact reguard again it has been a whole month and they just keep having back and forth ****** emailed me and said they can do anything about they scheduled me 2 time to have a technician and it was a no show they automatically denied me with out having somebody come in and see thedamage

  

  Business response

  11/18/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the customer accepted delivery on 5/03/2024, the Laf full sofa sleeper was delivered with a stain. A service technician was scheduled for 5/04/2024 who was able to remove the stain from the item and the case was closed as resolved. The customer contacted **********************'s ******************** on 10/17/2024 and reported that she noticed mold growing on the mattress inside of the sleeper sofa, mold is not a Manufacturing defect and is also not covered under the furniture protection plan. Ashley's furniture will not be able to assist with this claim.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  11/18/2024

  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.]
  I received a default mattress (cheap) I have been very careful with the care of the sofa and sleeper . Am very unsatisfied with the way u have been treated. I have asthma and my 17yr old child its also asthmatic mold is one of the worst thing to us asthmatic people. I take my chronic asthma very seriously. This is why this mold issue is a big deal for me especially because like a said before I have taken the proper care of upholstery needs.  The mold grow because the tarp and the mattress creates humidity and since the bed has been just sitting up against each other thats why it got so big . I need a technician to come and see it for them self . All I wanted was a repair/ replacement now I want a full refund. I have never been late with any of my payments 
  Regards,
  
  ***** ******

  

  Business response

  11/18/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication and the opportunity to address your concerns. Your satisfaction is important to us, and we are committed to ensuring that your matter is handled promptly.
  After carefully reviewing your claim, we regret to inform you that we will not be scheduling a technician to inspect the mattress. We have received pictures of the item, which show signs of mold growth. As this issue was reported five months after the delivery date, we must inform you that mold-related damage is not covered under the one-year manufacturer's warranty, nor is it included in the Furniture Protection Plan.
  Given these circumstances, we have thoroughly reviewed your complaint and have determined that it falls outside the scope of our coverage. As a result, we kindly request that this matter be considered closed.
  

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  11/18/2024

  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.] 

  I just realized the sofa had mold the bed hasnt been used in those 5 months it has been in my possession. I purchased a 5yr warranty with you (reguard) I call them first and they informed me it was a manufactured warranty issue. They couldnt help me because it wasnt an accidental damage. The mold grow by itself am thinking during the summer I really dont know went it started happening. Its very unfortunate that you guys gladly took my money and sold me a Cheap mattress a mattress that is just a big yellow sponge its not even foam mattress. Am serious thinking of taking legal action because I cant have this thing in here creating more mold my daughter and I are in danger. And I have medical records the state my daughter and myself chronic illness. Neither Ashleys or Reguard want to take accountability. 
  Like I said before I call reguard and for 1month they had me back and forth calling them then calling Ashelys somebody next to help me 
  Regards,
  
  ***** ******

• Initial Complaint

  11/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a bedroom set which was delivered on 10/31/24. On 11/3 we set the bed for the first time to use but found out that it is defective as the drawers does not open and close easily without applying force. We are not able to use the drawers at all. The eighth drawers are the main part of this bed. They are occupying space and affecting the hight of the bed . I contacted the store and explained the issue but no solution was provided despite of several attempts rather than time consuming useless suggestions which will negatively affect the outcome of solving this matter. Please help us solve this problem

  

  Business response

  11/07/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are sorry to hear that the customer is experiencing issues with the ******************** that was delivered on 10/31/2024. The customer reached out to **********************'s ******************** on 11/06/2024 which is outside of the 72 hour return window, at this time we will have to first scheduled a service technician to visit the customers home to inspect the ********************. We have reached out to the customer to schedule one our professional service technician's,

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 9th, a newly purchased lift chair recliner was picked up and returned to Ashley Furniture in Redding, Ca Invoice# ***-3-3558740:0809 A delivery receipt was issued via email.A credit memo is listed as the service type. On October 3rd, it became apparent that the credit was never issued, and the bank confirmed that no deposit from Ashley Furniture for this amount was ever made.I contacted the Ashley customer service and spoke to ****, who confirmed a credit memo was never issued. **** assured me that I would receive a resolution by text or email in 72 hours. He said no credit memo had ever been issued and there was no credit memo number. I asked him how I would verify that this credit would now be resolved and he gave me a case number# *********** text or email was sent.On November 4th, I called Ashley customer service again, and spoke to *****. after 30 minutes of being put on hold, I was then told to contact the Home Store directly. The company had stated they had already refunded the purchase amount on August 9th. No date or bank confirmation information on their part was available and the bank confirmed there was never a credit deposited. ***** also confirmed there was never a credit memo , and that the case number I was given was closed the very day it was issued on October 3rd. ***** then told me he had reopened the case, and would contact the Home Store directly. Since he could not reach the store employees while I was on the line, he suggested I go directly into the store to investigate the credit due. He assured me it would be resolved in 3-5 business ******* has been three months and an incredible run around and out right lies. This is a business with fraudulent business practices intending to stall the customer long enough so that they give up.I don't know how this company received an A+ rating on *********************** is a definite F. We are now heading to small claims court.

  

  Business response

  11/07/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the refund for the power lift recliner has been  processed. Please let me know if you have any questions or concerns.

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a ********* T892-9 Lift Top Cocktail Table back in 09/06 and delivered on 10/01 and At first they told us it is going to be on back order, then we were told they found it in the end of their truck, after the installation, we have noticed there is some thing wrong of the table, the table will not close smoothly, it required 2 people just to close it, and when it close it close super fast and hard, and always comes with a big Bang, like if you do not pull your hand away fast enough. yo could have gotten serious injured. After reading out to the company less then ***** from the installation, we were told because it is in ****** order we have seen it so it is what it is, they can only send someone to take a look , after the first ****** take a look we were told yes he sees the problem but since"He did not work for ******" there is nothing he could do besides report to them,, we agree, but he put down everything is fine, then we call them again, this time hey send the second ****** who tld us, the reason the store one is working fine, is because many people had try it so it is broken, just keep using it until it breaks then it will function normally he blames everything on the store, so I call thee store in sted of customer service this time and was told there is a 7 days return period the customers service is lying to me plus since we had singed the agreement when delivered which I had never, I but when I saw the delivery noticed it had my signature that I had never put it down, and after they received the report it still say everything is fine, so I want a refund +return.

  

  Business response

  11/06/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a professional service technician visited the customers home on 10/19/2024 and inspected the lift top cocktail table and did not find any defects with the item. A specialist will be reaching out to the customer to works towards a resolution today.

  Regards, Ashley Furniture ****************Corporate Office SR 

   

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has horrible customer service it is all out sourced you can never get a supervisor or manager to help. Employees are very unprofessional not well trained and dont follow their own store policy. I had 2 returns this is my second complaint for each return they had 2 different policies on one I did not have to return an item for credit and had to pay $200 for someone to remove the items from my house, on the other I had to return the item and was not ready to have them take the item since I had items inside of it and was never told this time they wanted it back. I was never made aware on either of the returns. Once it didnt go well no one wanted to help I buy a lot from this company (needles to say I will not buy their again) and now their products a very cheaply made they are all now imported from overseas and made from very cheap or weak materials so theyre return and exchange insurance claims are very high and they do not help to make those exchanges or returns easy on us the customers. They do not communicate to the customer the procedure. I should have known better when I went to buy my items their was lady at the store yelling at the employees upset about her purchase. Im not the only one having issue and this store really needs to make some changes. For this particular item it is my second time exchanging it because 2 of these tables have broken from the exact same spot in less than a month of purchasing again cheap products and we have to deal with horrible customer service each time. I believe I should have some sort of resolution. All that Ashley gives is a credit for us to buy more faulty cheap items with out any other options.

  

  Business response

  11/06/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the table has been approved for a refund and the item will be removed from the customers home tomorrow between 9:30 - ******.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  11/06/2024

  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.
  
  The business is not doing anything in regards to the faulty furniture they sell or the horrible customer service. This table has been replaced twice, the previous exchange was for a sectional and that was an issue also. This response does not say what is going to be done to help alviate or make the process easier for customers dealing with having to make so many returns exchanges credits etc. the customer service reps/ ********* in this store are unprofessional and not properly trained. Nothing has been done to make me feel better about my purchases here for the table you wanted to take it back your taking it back for the couches you wanted to leave them so you left them there has been no resolution to benefit the customer. I feel Ive been cheated stolen from and agitated with my purchases. 
  
  Regards,
  
  ****** *********

  

  Business response

  11/07/2024

  I sincerely apologize for your frustrating experience with both your table and sectional purchases, as well as the inconsistent customer service you've received. Let me address your concerns:
  Product Quality Issues: I understand your table required two replacements we approved a return on the product which is currently scheduled for 11/07/2024 and there were also issues with your sectional which was addressed and taken care of on 6/18/2024. These repeated problems are unacceptable and we take your feedback seriously regarding product quality. We value your business and understand we have fallen short of your expectations.

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a credit card with Ashley Furniture. Never have used it and I called to get a replacement since its wither lost or stolen. When calling into their customer service line there is no option to speak to someone unless you have an order number. I called multiple numbers and their IVR hung up on me every time since I didn't meet their requirements of someone who gets to speak to a live person.Its not okay to ignore your customers and not assist them. If you are in business then you are in business you should have to speak to people and not just the ones you feel are worthy of a conversation.

  

  Business response

  10/28/2024

  "Thank you for bringing this concern to our attention.Based on the customer contact information we have, it appears that the purchase was not made through our Ashley HomeStore licensees. If you have any additional questions or need further assistance, please let us know."
  ****** *******
  
  ******************************************************************************

  Customer response

  10/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The person from Ashley either didn't read the complaint or they don't know how to speak English. This is regarding a lost or stolen credit card.
  
  Regards,
  
  ****** *******
  
  
  
  

  
  

  Customer response

  10/30/2024

  Hello, the actual credit card is from Ashley.  I went on their website. Clicked the option to apply for a credit card and I was approved automatically. They mailed me out a card and I had the card in my wallet because I was going to place an order once I left **********. I never placed my order because I couldn't find my Ashley credit card.

   

  I have added a piece of mail I found in my trash bin. I have an active credit card with Ashley but have never placed an order because I cant find it.

  

  Business response

  10/31/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the customer has to contact ************** directly to request a replacement card at **************.

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought couch and extra warranty for 5 years 3 years later couch frame broke and I cant get warranty cover by ***** and only want to refund half my money instead of full refund and wont fix couch either

  

  Business response

  10/24/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the furniture protection plan was not added on the customers sale so the Queen bed frame and the sectional does not have the additional coverage. We can offer a refund in the amount for the cost of the furniture protection plan since the plan was not entered correctly.

  Regards, Ashley Furniture ****************Corporate Office SR

   

  Customer response

  10/24/2024

  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.]
  No I bought ***** $ worth of stuff an now I have no warranty on anything  I need a full refund and to return all stuff I didnt buy to not have a warranty and how thats my fault they didnt do there warranty information correct 
  Regards,
  
  ****** ***********

  

  Business response

  10/24/2024

  The furniture has been in the consumers home since 2021 While our policy doesn't allow for a full merchandise refund after such an extended period, we've made every effort to find a fair resolution:  We're offering a complete refund of $419.99 for your furniture protection ********). Our home store management has gone above and beyond by offering an additional $400 as a goodwill gesture. We believe this solution demonstrates our commitment to your satisfaction while adhering to our policies. Our team has worked diligently to provide the customer with the best possible outcome given the circumstances.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  10/24/2024

  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.]
  Sorry but they sold me products with warranty and now I dont have a warranty and have to keep product thats not fair at all 11000$ worth of stuff with no warranty  for 400$
  Regards,
  
  ****** ***********

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been having problems with a sectional I purchased from this store. I filed a warranty claim in November 07, 2023. The customer service representatives keep giving me the run around. They send multiple technicians to try and solve the issue but nothing ever happens. After 6 months of purchase , the sectional was sinking and squeaking and the stitching was coming apart. Every time I call Ashleys furniture store , they send a new technician and the technician does not repair the issues on the couch . This has been ongoing for almost a year. It is really frustrating and stressful and I feel like its taking a toll on my mental health . Reference # *******

  

  Business response

  10/22/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist has been assigned to your claim and will be reaching out to further assist with your claim.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  10/22/2024

  [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

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I am filing a complaint regarding misleading and deceptive financing terms for a furniture purchase I made. I have requested the original purchase agreement but cant access my old statements to see the total amount paid, so some prices will be approximate. The company has the exact details on ********* 2021, I purchased furniture from Ashley Furniture under what I believed was a 60-month 0% interest plan, as clearly stated by the salesperson. I was approved for 7500. Both my wife and I were told the entire purchase would be interest-free for 60 months. Based on this, we proceeded, setting up autopay for the minimum payments needed to complete the purchase with no interest.Only recently did I realize the financing was split: part was subject to the 60-month 0% interest, but about $4,000 was interest-free for only 12 months. After those 12 months, I was charged 30% interest, resulting in thousands of dollars of unexpected costs, and I am continuing to be charged interest every month. While the 12 month term was in the fine print, this critical detail was never explained to us, though the contract mentions it. The salesperson gave us clear assurances that the full balance was 0% for 60 months. Had I known, I would have paid more monthly to avoid interest or reconsidered the purchase. and even the store manager said it was "strange" that they separated it and couldn't give me any reason of why they would have done this. However, the store is refusing to do anything to correct this. I want Ashley to refund all interest owed, and move all of my purchase to the no interest credit (or something of equal monetary value)

  

  Business response

  10/21/2024

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, I will be reaching out to the home store regarding this claim.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  10/29/2024

  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 have not heard from anyone regarding this and nothing has been resolved. 
  
  Regards,
  
  ******* *****

  

  Business response

  10/30/2024

  Thank you for contacting Ashley Furniture **************** regarding your financing concerns. After investigating with our ********* Homestore, we confirmed that two separate financing arrangements were processed at the time of purchase:
  A 12-month financing option (with applied discount)
  A 60-month financing option

  As your furniture delivery was completed in 2021 and you received the promotional discount for the 12-month financing term, we are unable to modify the existing financing terms retroactively. We apologize for any misunderstanding this may have caused.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer response

  10/31/2024

  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 completely unacceptable reply and I wonder if you even read the complaint? I am not asking you to confirm how I was deceived by the store. 

   My complaint is I was deceived and told the entire purchase was 0% interest, and the store manager could give me no reason why the purchase would have been split into 2 different terms. Of course they would be able to work with synchrony to put the entire purchase on 0% or refund me the amount of interest. 

  
  Regards,
  
  ******* *****

  

  Business response

  11/04/2024

  Thank you for contacting Ashley Furniture **************** regarding your financing concerns. After investigating with our ********* Homestore, we confirmed that two separate financing arrangements were processed at the time of purchase:
  A 12-month financing option (with applied discount)
  A 60-month financing option
  As your furniture delivery was completed in 2021 and you received the promotional discount for the 12-month financing term, we are unable to modify the existing financing terms retroactively. We apologize for any misunderstanding this may have caused and we considered your claim to be closed.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer response

  11/04/2024

  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.
  
  You did not address the dishonesty at the point of sale in the least. The store manager could not give me any examples of why the purchase would have been split into two separate financing terms, and has I been made aware of the two terms, I absolutely never would have made this purchase. Ashley furniture is a dishonest company you have lost a customer for life. 
  
  Regards,
  
  ******* *****

  

  Business response

  11/05/2024

  Thank you for contacting Ashley Furniture **************** regarding your financing concerns. After investigating with our ********* Homestore, we confirmed that two separate financing arrangements were processed at the time of purchase:
  A 12-month financing option (with applied discount)
  A 60-month financing option
  As your furniture delivery was completed in 2021 and you received the promotional discount for the 12-month financing term, we are unable to modify the existing financing terms retroactively. We apologize for any misunderstanding this may have caused and we considered your claim to be closed.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ashley delivered my couches October 1st. One of the pieces came damaged. I did call that moment and made a complaint. I told them that I did not want this piece and to have it returned instead they sent me a tech to fix the chair. I told them I dont need it repaired. I dont want this piece. They refused to return this item when they do have a 30 day return policy. I have called several times and left Aba A message she has not returned my calls when I do call they put me on hold for 20 minutes telling me shes too busy to answer my calls. I do not want to keep this chair. I wanted it returned and credited.

  

  Business response

  10/21/2024

  Thank you for contacting Ashley Furniture **************** regarding your chair and a half. We value your feedback and take your concerns seriously.
  In response to the issues you've experienced, we've proposed a solution: a courtesy reselection credit. This offer would allow you to choose a different chair and a half that better meets your expectations.
  At this time, we're awaiting your decision on whether to proceed with this option. Once we receive your confirmation, we'll be able to process the credit promptly.
  We're committed to ensuring your satisfaction and look forward to your response so we can move forward with resolving this matter.
  If you have any questions about the reselection process or need further information, please don't hesitate to reach out to us.
  Thank you for your patience and for giving us the opportunity to address your concerns.
  Best regards, Ashley Furniture ************************
  
  
  
  

*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. ↩