ComplaintsforAshley Furniture HomeStore Stoneledge

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Living Room set and a Recliner on the day of the delivery the person doing the delivery setting up the recliner cut himself in my mothers room. He left a lot of blood in the carpet in the room and hallway. At first insurance said they would contact a carpet cleaning company to try and wash it. No company wanted to do it since its blood they told me to get an estimate to replace carpet. I submitted the estimate and ******* said they would either reimburse me for carpet damage or forward my claim to an adjuster. 2 weeks after a person called and left a message I keep calling both of them leaving messages and they never call me back. I even went in to Ashley Homestore and spoke to a supervisor said he would try and help to get a resolution to my claim. But no answer to my claim still I am really concerned being that its blood stains and a health concern I have a newborn and my elderly mother in that room. I need help they are avoiding my calls.

  

  Business response

  10/16/2024

  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 claim has been turned over to the insurance company and and adjuster has been assigned to your claim who will be reaching out to your directly to resolve your claim. Please let us know if you have any questions or concerns.

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

   

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The ****** store Manager convinced us to purchase the furniture from the ***** store as we intended to buy it online as we needed it delivered in another state. He assured us that he would have it delivered to said state. We moved on with the purchase (+18K). He had the furniture delivered at a secure facility while he worked logistics on delivery. Low and behold we were asked to pay 5 K out of pocket to get our furniture delivered. We felt we had no choice as this warehouse where we accepted our furniture at was actually not be associated with Ashley and our furniture was now being sequestered there. We paid (...again, as Ashley also charged us delivery on the original bill), we received partial delivery even though he said all had arrived. Then he went **** We just found out this said manager is no longer with the company and the remainder of our furniture is still not delivered. Ashley took advantage of us and just wanted to make a sale and left us high and dry. We are trying to find a way to get our furniture but are now looking at pursuing legal action. However, since we approved the delivery at that warehouse, I am still afraid we will be to blame, but this was all at the advice of the Ashley Manger who said he was handling everything. This has taken more time than we anticipated. We are stressing out a lot and feel taken advantage of.

  

  Business response

  10/15/2024

  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.

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

  Customer response

  10/20/2024

  [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 unsatisfactory to me.  Although there was a communication from Ashley store, no refund has been issues. 
  

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

  
  

  

  Business response

  10/23/2024

  The refund has been submitted to ************** which can take anywhere from 1-2 billing cycles to post to your account. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Feb. 28, 2024 Ashley's Furniture delivered a couch to my apartment and damaged the wall. I immediately reported this to the customer care team with photos. They refused to pay for the damage. My apartment said I will be responsible for the repair of $435 when I move out. I filed a claim with Ashley's furniture: /Case#********

  

  Business response

  10/09/2024

  Good Afternoon, we can take another look at the denied claim for the carrier that delivered the furniture. This was reviewed and denied since the home damage team and carrier could not determine if the damage was caused by the delivery team. We would be happy to take another look, but cannot guarantee the outcome will be different. We will work with the carrier and review the case referenced in this complaint. 

  Customer response

  10/09/2024

  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 unacceptable, and the claim needs to be reopened. I immediately reported the damage to Ashley when it occurred and need to be compensated. 

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

  

  Business response

  10/15/2024

  Hello, the claim has been reopened Ashley's furniture in home damage team will be reaching out to the property manager to work towards a resolution on this claim.

  Customer response

  10/15/2024

  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.
  
  Thank you for reopening this claim. I will consider this resolved once the repair is paid for and completed.
  
  Regards,
  
  ******* *****

  

  Business response

  10/21/2024

  We have been made aware that the claim has been reopened and the in home damage has made two attempts to reach you on 10/17/2024 to resolve this may you please provide the best contact number to be reached on. 

  Customer response

  10/21/2024

  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.
  

  My phone number is ************
  
  Regards,
  
  ******* *****

  

  Business response

  10/22/2024

  Thank you for the update, a member from the in home damage department will be reaching out to further assist..

• Initial Complaint

  10/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am very upset! I have spent over $5000 on Ashley furniture in the past year. On Thursday October 19th 2023 I had an Ashley sectional sofa delivered. This couch was to replace 2 previously broken upon delivery recliner sofas. The couch has severely degraded in less than a year. Its broken. I bought the 5 year warranty in store being told I would be covered for issues. The seating cushions have dipped into the couch and the fabric underneath the cushions on the base of the couch are stretched as there are no spring or system in place to prevent the sinking, its like a trampoline that has no bounce to it. The fabric has sinked so much that is causes back aches to sit down on now, you feel your back ache its hard to get off the couch because its so sinked in and low. Ashley sent a technician down and they agreed the couch is of bad quality and said the issue is not covered even though I was told to buy the 5 year service agreement. I was not given a list of items that are not included in the agreement and I paid over $3500 for this sofa. The sofa should last for more than a year!. I am stuck with a sofa that is causing so much dissatisfaction. We want to throw it away!. Even if they repair it, it's just a matter of time before the issue happens again because of how this couch was built, the tech Ashley sent said it will happen over and over. My entire house is Ashley furniture. I own dining room sets, wall art, desks and carpets, and the couch is of very bad quality. I feel scammed.

  

  Business response

  10/02/2024

  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 partnering with the ****************** for a second opinion on the pictures taken by the service technician on 9/4/2024. Once we receive a response from the ****************** we will touch bases to further assist.

  Ashley Furniture **************** **************** SR

  Customer response

  10/08/2024

  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.
  
  [It has already been 6 days since the complaint and I only have 10 days to accept your solution. There has been no solution offered as of yet and I am still waiting on your response from you checking in with your quality team. No info has not come in ]
  
  Regards,
  
  ******** *******

  

  Business response

  10/15/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we are committed to addressing them promptly. Upon review by Ashley's ****************** and based on the pictures provided of your furniture, it has been determined that the issues are due to normal wear and tear, which is not covered under the manufacturers warranty or the furniture protection plan. At this time, we can order replacement cushions for the item, but we cannot process a refund.
  Regards, Ashley Furniture **************** Corporate Office SR

  Customer response

  10/15/2024

  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 not a wear and tear issue. There is no structural support when sitting down even on new cushions the couch sinks too low and causes sever back and shoulder aches due to no support for the back or lumbar. I do not want this couch anymore because my whole family is in pain sitting on it as well as guests. New cushions will not resolve the structural design defect in the design of this couch. I would only be open to accepting a new sofa equal or lesser value in price that has better structural support for the back and that does not have this design flaw and . My mothers herniated disks are being aggravated by this. If these needs could be met then I will accept. Otherwise I will have to contact an attorney for medical bills ]
  
  Regards,
  
  ******** *******

  

  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, replacement seat and back cushions have been ordered for the (3) piece sectional and will be shipped directly to the customers residence. Please let me know if you have any questions or concerns.

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

  Customer response

  10/21/2024

  [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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** Q 1 star 09/06/2024 My wife and I purchased a power recliner from the ******************************* furniture store located at ***************************************** for approximately $1000 including taxes and warranty. The chair was ordered in the store on August 19, 2024 and delivered to my home August 22, 2024. It seemed like a great purchase at the time. My mistake was not reading reviews about this store before I made my purchase. I just had knee replacement surgery and needed a comfortable and dependable recliner. In just two weeks, the recliner frame is squeaking. The foam padding has degraded to the point where it doesn't support my lower spine. My 18 year old lazy boy recliner doesn't squeak! This is NOT a well made recliner. On September 3, 2024, I called the store but was forwarded to the corporate customer service number. I explained the situation and they told me that I must notify them of any issues within 72 hours. I explained that I purchased a five-year extended warranty. Apparently, this doesn't matter. I finally spoke to someone at the store directly and explained this situation and they told me there's absolutely no returns, period! Very disappointing Ashley customer service told me they would have someone contact me for a warranty check on the workmanship of the chair. As of 9-6-2024 No one has contacted me. After spending $1000 on this chair that I desperately needed, I feel completely abandoned by Ashley furniture. They act like they don't care. They didn't even send me a receipt for my payment. I am 68 and deserve better. So does everyone who shops at this store. My one, only and last purchase is a 1 star review. I Also a left a 1 star review on ****. I want a full refund and return of this poorly manufactured chair. I'm hopeful Ashley Furniture complies. My opinion: Buy from ******. Zero hassle returns!

  

  Business response

  09/16/2024

  Thank you for contacting Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will take the necessary steps to address the matter promptly.
  According to our records, the rocker recliner was delivered on August 22, 2024, and we received the first contact from the consumer on September 3, 2024, which is outside the 72-hour return window. At this time, Ashley Furniture can offer a one-time courtesy reselection credit for a different rocker recliner, but the return request is currently denied.

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

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They pushed for me to get insurance when we purchased furniture from them. They insisted the insurance covered everything from scratches to stain etc. I filed a claim and they said it wasn't covered.

  

  Business response

  09/09/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 obtain more information.

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

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 31, 2022 I purchased $8511 .This was my second Big purchase from the store at ****************************************************** Due to a home flood.I purchased during this visit, sofa, loveseat, rug, desk, and tables, coffee table, all with the warranty from GPS.At this time, the sales people change the pricing around in the system to seem like I was getting a discount however it affected the warranty claim.I have been in contact with GPS and the store manager who will not return my calls or answer the phone.Bottom line item T9309 laptop cocktail table in black has cracked and fell apart and has been in my living room for two months, waiting for a resolution. Cocktail table has been discontinued in black. I have two matching rectangular tables. T930-3 in black.Now I have two end tables and no coffee table to match. Ive called the store on several occasions and agreed to take a gray coffee table, lift top with matching end table that were similar to what I have and nobody gets back to me and nobody will answer me . The store manager, ********************* does not get back to me or answer emails.This has been going on for over two months. I have severe medical problems ( disabled) and the stress that Im dealing with trying to get a resolutions from Ashley is unacceptable.I also have a claim for a bed that is been ordered, but cannot be delivered till October. if the warranty company and Ashleys are having disputes and they are not honor warranty correctly, then refund me for the five-year furniture protection plan that I purchased for $849 several times.

  

  Business response

  09/04/2024

  Thank you for contacting Ashley Furniture Industries, **** We appreciate you sharing your situation with us. Your concerns are important, and we will take the necessary steps to address them promptly.
  In response to your concerns, a reselection credit has been approved for you to pick out a new cocktail table. I apologize for any inconvenience regarding the two matching end tables; however, we cannot include these items in the credit as no issue was reported with them.
  Additionally, please be informed that the Queen bed frame is scheduled for delivery on 10/29/2024 due to the item being on backorder. I will be reaching out to the product flow department for further assistance with your order.
  If you have any questions, please feel free to let me know.

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

  Customer response

  09/04/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 
  please order the black attached coffee table And email me when it would be delivered. Please send confirmation email to *****************

  Foyland coffee table item #
  T989-20
  
  Regards,
  
  ***************************

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

  
  

  Customer response

  09/05/2024

  How do I know that the business is doing what they said. 

  They said they would order me a new coffee table, but how do I know theyll do that since they dont answer the phone at the store

  

  Business response

  09/05/2024

  Hello, a  credit for the lift-top cocktail table was issued on 8/17/2024. You will need to visit the home store to select a new table. If you have any questions, please let me know.

  . Regards, Ashley Furniture Industries, ******************** SR

  Customer response

  09/05/2024

  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.
  
  Consumer is concerned that she is unable to reach anyone at the store, and it will be difficult for her to go to the physical location without knowing she will be helped. She is requesting a phone call from someone that can assist her at **********

   

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

  

  Business response

  09/09/2024

  Hello, Unfortunately, the credits cannot be used via phone the customer would have to physically visit the home store and the store manager will be able to assist with the credit and new sale being written.

  Customer response

  09/20/2024

  [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

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bedframe from Ashley Furniture on May 26, 2024 for $299, which is reflected on my invoice. The item was delivered on July 12, 2024 and subsequently I received my first bill on August 1, 2024 from their credit card company services *************** I was charged $805 for this item through the Synchrony credit card, twice as much as was reflected on the invoice for the bedframe. In trying to understand why and take care of this discrepancy, I called the credit card company that sent me to Ashley Furniture company. Long story short, I have spent the last two weeks, with multiple phones calls, and several hours trying to get someone to help with this with this and have had no resolution. Originally, I was told this was a charge error and that my local store manager would contact ************** with the price adjustment. After a week of not hearing back, the price on my credit card not reflecting this change, I tried again to get help from Ashley Furniture. On my second attempt, I was on the phone for over an hour talking to multiple people and finally was told that this was a promotional price error due to an item I subsequently canceled on the invoice. Either way, I never received an invoice reflecting this upcharge nor communicated that the bedframe would cost more money due to me canceling a mattress we did not need. In addition, the company cannot produce an invoice that I signed reflecting this upcharge. I feel like this a bait and switch unethical sales tactic. I have paid the amount I initially agreed to and would like resolution on the remaining $400 that I did not agree to. I know that time is of the essence as I do not want to be charged late fees or have my credit score damaged do to their fraudulent upcharges.

  

  Business response

  08/29/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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, you were charged $499.99 for item number#B615-85 K/CK UPH HDBD/FTBD/Slat, $100.00 for item number#B615-94 Cal King *********** Rails, and $149.99 for the 5 year furniture protection plan with taxes of $55.50 included the total of the sale equals $805.48. Attached is a copy of your purchase history reflecting the prices. Please let us know if you have any questions.

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchase sofa from store 8/7/2024 at 10:41 am. Says 3-5 day delivery and 30 day return. Paid extra for ******************** Sofa delivery date 8/17/2024; on 8/17/2024 ashley changed delivery date to 8/22/2024. The delivery time changed 5 times. Sofa delivered 8/22/2024. Son accepted delivery as I was at drs office. I cant sit back on sofa as my feet wont touch floor and have to set on edge of sofa. Numerous calls to store with no answer -sent to customer service - made 4 different phone calls. Was told after sofa in house couldnt return; another time told if it was assembled couldnt return. **** said she would email store on 8/23/24 and they would contact me - as of 8/27/2024 no contact with me. Also at one point talked to manager at Ashley store - named *******. When I ordered sofa I was not informed of their return policy. I believe as far as the 30 day return is false advertising. ( it should have read with exceptions). I should also have been informed when I made the purchase. Online website states and I quote if you are unsatisfied for any reason with your purchase you can return or exchange it within 30 days of delivery. Talked to person at ************ named **** 8/27/2024 at 10:51 am who states cannot return and that the above quote only applies to online. That is not the fact. I am unable to use sofa and all I want is to return it. I feel they are false advertising.

  

  Business response

  08/28/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 this claim.

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

  Customer response

  08/28/2024

  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.]
  
  Regards,
  
  ************

  Customer response

  09/09/2024

  [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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased several items from Ashley Furniture. A bed frame and headboard, Dresser and standing dresser, Dining room table and Chairs as well as a hutch cabinet, two leather reclining chairs. The delivery staff damaged our garage door, wood floor, hallway walls, and bedroom walls. They offered us $450.00 to fix all of this damage. That would not even pay for the repainting of the bedroom walls. The dining room chairs arrived and all were in disrepair. All of the drawers on the dresser would not close. The headboard is not attached correctly or is not built correctly as it is leaning at an angle backward. We purchased two leather reclining chairs for $1,000.00 and received one for this price. We are still owed the second chair which we still to this day have not received. Therefore we need the following. A replacement of the Dresser. Exchange of the dining room chairs and a refund for the Leather chair or delivery of the Leather chair. We also require the amount of $1,200.00 for the repairs for the damage to our home that movers did.

  

  Business response

  08/13/2024

  Good Morning,

  We regret to hear of the experience you have had with Ashley Furniture.  You have reached T&T Distribution.  We own and operate 12 Ashley Homestores through the State of Virginia.  Please reach out to Ashley *********************** at ************, and they will be able to get you in touch with the correct franchise.  

  Thank you,

  Customer Care

  T&T Distribution

  **************, **

  Customer response

  08/21/2024

  Please see file with property damages.

  Customer response

  08/23/2024

  We did business with the Ashley Store in *************, ********** located at: *******************************************************************  We would like this to go their corporate head quarters as we have tried to deal with this store to no avail.

  The following items were damaged upon delivery: The headboard, the dining room chairs, and the dresser.  The movers damaged our walls, doors and the floor/stairs. We were promised two reclining chairs for $500 each and were given only one for $1,000.00. We are still owed one chair.  I sent over documentation on the damaged chairs and floor.  I also sent over invoices for the painting of our walls and doors. Our grandfather clock will need to be moved so that the old dresser can be moved out and the new one can be moved in.  This did not include the damages to our floor/stairs that needs to be repaired. At this point we have exhausted all efforts to communicate with Ashley both by email and telephone to resolve all of these issues.  Ashley offered us $450.00 for all of the repairs. This will not cover any of the costs of the repairs to anything, We were also led to believe that the furniture was made in the *** and found upon delivery that it is all made in ***** or ********  The quality that we were expecting just is not there. We  see numerous complaints on the internet about this company where other customers are having the same issues with ********************** that we are. Our biggest concern is that they know where we live and do not want to create any further hostility with Ashley.  At this point we would prefer that Ashley come and get all of the furniture and give us a full refund. 

  Thank you for your attention to this matter. 

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

   

   

  

  Business response

  08/27/2024

  Thank you for reaching out to Ashley Furniture Industries, **** We appreciate your communication regarding your situation. Your concerns are very important to us, and we are committed to addressing them promptly.

  Upon reviewing your case, However, our records indicate that you purchase one power recliner with the adjustable headrest. The amount that is listed on your receipt is the correct amount that we charge for one power recliner which is roughly $1,000.00 dollars.

  Regarding the defects on your dresser, headboard, and dining chairs, we noted that a service technician visited your residence on 10/18/2023. It appears that the technician was not allowed to attempt repairs on the items and the service was denied, which were all deemed fixable during the visit.

  Additionally, we received your report to the BBB regarding damages caused by our delivery drivers. According to our internal records, when you initially contacted us, we received a complaint about floor damage only, with the photos provided showing scratches on the floor. However, you have since reported additional damages to the garage door, wood floor, hallway walls, and bedroom walls. We have attempted to contact you multiple times via email to request a formal estimate for the damages, but have not received a response. Consequently, the claim was closed due to a lack of response.

  Please note that we have reopened the in-home damage claim. However, be aware that the introduction of new damages maybe denied.

  At Ashley Furniture, we strive to ensure that your concerns are fully addressed and a satisfactory resolution is achieved. We thank you for your patience and understanding.
  

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

*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. ↩