ComplaintsforAshley Homestore

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 1, 2023 purchased a bedroom set, approximately a month later it (bed, adjustable bases, two night stands and dresser) was delivered. That evening we discovered the foot of the adjustable bases, when activated up, would also lift up the footboard. So, the clearance for the adjustable base was not adequate to work properly with this bed. I called Ashley and they sent techs to fix. Now the headboard is ****** wobbly so techs again came to the house to try and remedy more than once, but not to my satisfaction. Ashley got to the point of saying that a certain bit of movement was ok and I could buy headboard stoppers. Then I was told they were going to consider this case closed. I had no say. So I asked ****** in ************* (she was amazing to work with, a true professional) who else I could elevate this to and she directed me. Now I'm getting frustrated with Ashley feeling this is done but I'm not feeling that way. And at the same time the people I'm trying to communicate with at Ashley are not communicating back to me. My salesperson, the store manager, and the store manager's manager are not willing to communicate back with me to really try and resolve this. The main takeaway is the bedroom set should not have been sold to me in the first place. The bed and adjustable base don't work together so they should not have been sold together. End of story. I've asked to let me send it all back with no response from some and no I cannot from others. Initially I was offered $200 for my trouble, then $350. I've tried multiple ways to work with Ashley to avoid this complaint but it is now time.

  Business response

  09/19/2023

  ********* received delivery on 4/28/2023 and reached out on 5/5/2023 stating the adjustable base was catching on her footboard. We had a newer technician go out on 5/12/23 and he was unable to solve the issue. Due to his limited experience ************** lead went out on 6/13/23 with him and showed him how we're able to lower the motion base so it stopped catching on the footboard. Customer was concerned about how low the bed would be because they are tall people and said they'd reach out if they had any other issues. Customer reached out again on 6/20/23 stating they did not like how low it sat to the floor and an email was sent to their sales associate. The sales associate reached out to the customer letting her know we do not accept returns for customer perception and both tech reports state there is nothing structurally or functionally wrong with the bed or motion base. Lowering the motion base was not altering it in anyway, that is a feature of the base. Management at the store then attempted to find her compatible California King ***** (the set she has does not offer a california king option) to make the bed longer so they could raise the base back up. Attempted installation of those ***** on 7/8/23 and were not compatible. The next communication I have is when the customer went into the store on 7/20/23 stating the headboard was wobbling. She stated this was mentioned in one of her previous service stops and ************** lead said that that's pretty typical with top heavy headboards and showed her a product on Amazon she could purchase to alleviate that. Customer was not happy with that solution, leading to her trip to the store. The store manager then reached out to me, the customer care manager, to reach out to the customer and discuss her experience. Spoke with the guest and explained our process and reasoning. Customer suggested a credit of some kind to keep the item as is. I told her I would reach out to management at the Kalamazoo store and have them call to discuss. She was then able to touch base with one of the store managers who offered her a couple refund options and they were unsatisfactory. After speaking with instore management in regards to this BBB complaint, I do not believe there is any more we are able to do. We really wanted this customer to be happy with their piece, but we do believe we've exhausted all of our options. 

  Customer response

  09/26/2023

   
  Complaint: 20619394
  
  I am rejecting this response because: I was sold a bed that should not have been sold together with an adjustable base.  In the response from ****** "we do not accept returns for customer perception"  and "Lowering the motion base was not altering it in anyway", yet isn't lowering it altering it?  It is not a perception it is a fact. Also, if the headboard is top heavy it should have been delivered with headboard stoppers. They were not and this headboard has way too much movement.  One of the techs actually asked me if I had felt pads to stack one on top of the other long enough to stick to the back of the headboard to buffer it when the headboard hits the wall. I'll even go back to the day we purchased the bedroom set....we are getting ready to leave the store after purchasing ($7,877.86) and I'm told we were given the wrong total and now owe another $419.00 ($8296.86)! So, these critical missteps even started from the very beginning.
  I also find it interesting that there is no mention at all in Ashley's response of the fact that in the documents I attached to my original complaint, it is well documented the more issues there were with the furniture the more my communications with the Ashley staff were ignored completely.  While the #1 issue is the over-all fact the furniture is not compatible together, I was put off by more than one employee on numerous occasions during this process, adding to the frustration on my part.  Texts, emails and phone calls all by me with no return communications, resulting in me having to go into the store more than once to get someone to talk with me. The customer service, or lack thereof, made this even more unbearable to try and remedy.
  
  Sincerely,
  
  *********************************

  Business response

  09/27/2023

  Front end management (store GMs) are in an all day meeting today. I will get with **** tomorrow to discuss the customers further complaint and will respond then. 

  Customer response

  11/06/2023

   
  Complaint: 20619394
  
  I am rejecting this response because: I reject Ashley Homestores response after finally understanding the process....their response after my first rejection was "Front end management (store GM's) are in an all day meeting today.  I will get with **** tomorrow to discuss the customers further complaint and will respond then." I read the response and took them at their word.  Well, when Ashley did not respond in a timely manner the system figured I was satisfied.  So while I was waiting for Ashley Homestore to respond again the BBB system closed the complaint.  After finally getting the clarification of what had happened (as I was completely confused) I reopened the complaint.  I want a real answer to my rejection of Ashley Homestores first response, not just a sentence stating the GM's are in a meeting.
  
  Sincerely,
  
  *********************************

  Business response

  11/10/2023

  We have went out to Customer's house to address and fix the primary issue with the powerbase rubbing against the footboard.  That issue is resolved and fixed.  The customer is unhappy that the headboard isn't as sturdy as she would like.  We have given her an option to prevent the minor movement and she refused it.  We declined the complete return of the powerbase and bed due to it already being used and in the customers home.  We offered her a $350 refund on the bed (54% Discount).  The powerbase and bed are in perfectly working order.  She refused the refund and demands we take all of it back.  We declined as we didn't have a refund or return policy when she purchased the items.  She refuses to accept that.  

  Customer response

  11/19/2023

   
  Complaint: 20619394
  
  I am rejecting this response because: This transaction has been a debacle from the start. Even before I left the store the day I purchased the bedroom set I had to pay over $400 extra for a miscalculation by my sales representative.  Then the bed had issues from the day it was delivered.  For over $8,200 I deserve not only a bedroom set that I feel is worth the money, I deserve WAY better customer service in the sense that I (the customer) was being heard and worked with.  Well guess what, I haven't been.  As you can see from the attachments I sent in my very first complaint...the more I voiced my complaints, the more I was ignored by multiple employees of Ashley Homestore.  I made phone calls, texts and an email that were unanswered by at least 3 different people in the chain of command.  I always thought customer service was part of business.  Once they figured out I wasn't going to go quietly they offered me $200, then $350.  In the last rebuttal the person said I was offered a 54% refund...I'll gladly take a 54% refund, roughly $4,400.  I was never really offered a true refund of any value that was comparable to the fact the bed and adjustable base did not work together the way they were intended to and the headboard being as wobbly as it is. That's why I wanted them to take it all back, I never felt they were working with me in good faith.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04/23/2023 Furniture is defective. Store where I bought repaired and its even worse. Contacted consumer affairs (Ashley) and they told me to stop sending photos

  Business response

  09/06/2023

  This consumer purchased his furniture from ********, a different furntiure retailer.  We are an independent licensee who sells under the retail name "Ashley" or "Ashley HomeStore" - but not the store inwhich this furniture was purchased.  

  If a complaint is to be filed against a retailer, it should be ******** and not us & I request this inquire be removed from our record.  (See customers photo's of receipts).  

  As far as any complaint against Ashley ********************* they are based out of *******, ********* and not our organization.

   

  Thank you,

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

   

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a couch from Ashley online. Got a confirmation email about delivery for Saturday the 15th, that day came I received no contact from the store. I called the store they stated they couldnt help me and that they were closed for delivery on weekends, but couldnt explain my email. They stated their best guess was the couch wasnt coming for at least another month

  Business response

  07/17/2023

  Reached out to customer and left a voicemail to apologize for the lack of information provided on our end, to discuss the Ashley online delivery process and to update the estimated time of arrival. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11, 2023 I purchase a manual recliner at the Ashley furniture store at ************* SE in ******** ********. ************. I picked it up at the warehouse on April 3, 2023. Took it home set it up and found that the footrest was it extremely hard to operate, pushing it down and getting it to lock in place using only your legs and feet. It had no lever on the side to assist. I called the service department, got a recording saying to leave my name and phone number and they would call me back. Never heard from them. Tried again and got the recording and hung up. Drove out to the store, tried the floor model to make sure it wasn't me and the floor model worked fine. I told them the problem and they called the service ***** so I could talk to them and scheduled a time for service man to come. He came, tried adjusting the springs, didn't work much better. Said we needed a new mechanism. Ordered one, said it would come to the house within 2 wks. and they would come right out and put the new on one. Mechanism arrived at the end of the two weeks. Once again, out to the store because I couldn't get through on the phone. Scheduled a time for service call. Came replaced the mechanism, worked the same as the old one. Adjusted springs, worked a little better, was able to close it occasionally. Service man said try it awhile if doesn't get better call. Called and ended up talking with customer care ***** I was told by the person I talked to nothing could be done. She said she would foward my concerns to her supervisor and get back to me. Twelve days later I still had not heard from her. Back out to the store and they said they would further my concerns to the supervisor. Finally talked to the supervisor, said she would look in to it and call me before the end of next business day, Didn't hear from her until the day after and was told there was nothing wrong with the chair. All I want is to give the chair back and get my $423.00 back.

  Business response

  06/05/2023

  Customer purchased on 3/11/2023 and picked up the item on 4/3/2023. Customer went into the store on 4/4/2023 stating he could not close the footrest easily. We reached out to the customer that same day and let him know because it was a customer pick up, he would need to bring the item back for an assessment. Due to customer escalation we waived that process and sent a technician to the home. Per ************** report on 4/12 "Could get a new mech and it may click into place better and easier. the mech that's in the chair is a little off." we ordered a mechanism to be sent to the customers home and again waived the customer pick up policy and went out to install the mechanism on 5/3/2023. Technician stated "swap was successful, nothing wrong with this mechanism. Customer is still having trouble pushing it down. I believe this is customer ability/preference." There is nothing mechanically wrong with the chair and we have already done everything within our power and outside of process to make this right with the guest. There is nothing more to be done at this time. 

  Customer response

  06/05/2023

   
  Complaint: 20109478
  
  I am rejecting this response because: The mechanism still doesn't work properly. If they think there is nothing wrong with the chair, why won't they take it back and refund my money.
  
  Sincerely,
  
  *******************

  Business response

  06/06/2023

  We really have done everything within process and several things outside of process to get this customer a piece of furniture they are happy with. There are no further steps to be taken at this time. 

  Customer response

  06/08/2023

   
  Complaint: 20109478
  
  I am rejecting this response because: They have done nothing to get me a chair I would be happy with.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27, 2023, we picked up a bedroom suit from the distribution center. We proceed to open the furniture that same evening. Upon inspection 2 of the 4 pieces were damaged. The following day April 28th, my wife called the store and proceed to email them photos of the damage, as requested. She call the following day, April 29th and was asked to resend the photos. We have since made several phone calls, only to be told the person we needed to speak to was in a meeting or out of the office and promised a call back by the end of the day, which never happened. Finally, today May 9th, my wife went to the store, after hearing the apologies for the lack of response, she was again told that the person she needed to speak to was not in and that she would receive a call back. She was also told that there was not a manager in the store. I then called the so called customer service line and was met by a rather rude individual, I will say i was not very pleasant at this point either. I was told that the person I needed to speak to, was in a meeting, we were told this on at least two occasions. I did receive a call back this time, from another not so customer service friendly person. *** informed that she would need to show the photos of damage to a service tech, they have has these photos for almost two weeks now, and have that person call me back. As of this writing, we have not received a call.

  Business response

  05/10/2023

  The customer is getting service on items today. 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ashley Furniture Store ********************** SW **********, ** ***** We feel our senior mother has been taken advantage of by your organization. She purchased furniture at your ********** store on October 9, 2022. The Sales Order Number is ********* (Receipt Attached)She was told it would take 4-8 weeks for delivery. She needed the furniture for Thanksgiving and Christmas when she would have the family in town. After the holidays came and went, with no word from your organization or promise of a delivery date, she made the decision to cancel her order. It was into the second week of January, more than 12 weeks of purchasing the furniture and paying in full. When she called to do so, she was told they would schedule the delivery for as soon as possible instead of letting her cancel it. She asked if we (her kids) would come look at the receipt. She also had concerns about the quality she was unable to address with the delivery team. We all met this weekend in order to do so. We all agreed the quality is not acceptable. She has tried to use each item she purchased but still has ongoing issues and concerns. When we went through her receipt, it shows she paid $318 for red carpet delivery. As well as $400 for furniture protection. We feel the exorbitant cost of the delivery and furniture protection is nothing short of a senior woman being taken advantage of. We are requesting a return, pickup, and full refund for her purchase. We have reached out to the ********** location directly. They stated they could not take the furniture back, but would come out to assess the furniture quality. This issue is with the timeliness of the order, not allowing her to cancel her order, transparency and communication from staff as well as them taking advantage of our mother. ************************* ********************* ********************** On Behalf of ***************************

  Business response

  05/02/2023

  On behalf of Ashley, we do apologize for the delay in receipt of *********************** furniture.  We do our best to provide an accurate timeframe for delivery from the manufacturer.  Due to the holiday's it appears to have been outside of that window.  We have had conversations with ****** (our customer) and the message we receive from her does differ from her children.  The charges for delivery & our protection program are fair and within or lower than the majority of our other local furniture dealers.  

  We appreciate any concerns, and if there are any issues we can address with our qualified service teams now and for the next four years which are cover any manufacturing defects.  I would like to offer that we refund the delivery charge of $318 of any frustrations that ******************* has incurred.  If that is acceptable, I will have our ************* team reach out to our customer so that we can refund based on her original payment method.

   

  Thank you,

  Highland River Group, dba Ashley

  Customer response

  05/05/2023

   
  Complaint: 19636015
  
  I am rejecting this response because: ******, as well as all 3 children on this complaint unequivocally deny that her message differs from the information provided in the complaint.  We are happy to discuss this further with you individually, or through a group conversation. 
  
  2 out of 3 children were present with ******, as well as Ashley personnel, to discuss this issue on-site.  All 3 present from our party can attest that the message to ****** has remained the same.  A pickup and full refund was again requested, and we were told that we would hear back from management, which never happened.
  
  Delivery within the timeframe provided is a deliverable that must be met by the manufacturer.  There was a generous time frame and this order was delivered well beyond it, after a cancellation was requested. Considering this, as well as the additional issues with the order, ****** and all 3 children are again requesting a return and full refund.  
  
  Sincerely,
  
  *************************

  Business response

  05/10/2023

  We have been in contact with the guest and will be returning all items and providing a full refund per their request.  We are considering this matter satisfied & closed.

  Customer response

  05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ****** and myself spoke with ***** on 05/10 and came to a resolution that is satisfactory.  We appreciate *****'s effort in resolving the issue as well as his response to our statement about ****** being taken advantage of. All parties on our end consider the complaint resolved.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This transaction originated in October 2021. I ordered a new bed frame and dresser from Ashley and was told due to the pandemic the wait time could be up to 6 months. This wait time turned into 1.5 years and not one time did Ashley Furniture call me to tell me that my order was delayed. No manager ever reached out to me to explore other options. The only way I ever learned more information was by calling myself after the estimated delivery time expired. In December of 2022 I was told verbally by a manager that due to the excessive wait time and lack of action by Ashley I was entitled to a 25% discount. It is now March of 2023. My furniture was delivered at the end of February. After delivery, I had asked a manager to please send me a detailed list showing what I still owed on the furniture so that I could compare his $350 discount offer to the 25% that I was verbally promised. This manager and Ashley furniture as a whole has never sent me a list of what I owe and again never followed through with their word. Even after making me wait 1.5 years to fulfull my order.

  Business response

  03/21/2023

  Exerpt from Store Manager:

  ******************* 3:35?PM (5 minutes ago)
  
  
  
  I've talked to ************************* and heard him out.  He ordered the Isanti Bedroom set and was furious that no updates were made to him explaining the delay after the 6mo, 9mo, 1 yr mark.  I apologized for the lack of communication and explained it definitely wasn't intentional.  He did find those updated invoices that ***** sent out on Feb 28th so he is good to go there.  We are sending him a gift card and he's going to give us a second chance and will quit bad mouthing us to all his friends and relatives (his words).  Situation is resolved and I told him to contact me if he ever has any questions or concerns.  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a recliner from Ashley on West Main St. In ********* within a week prior to having a total knee replacement on August 3 of this year. I was able to use it for about 2 weeks and a cross member in the seat broke. I had purchased replacement insurance on it also. My Daughter, *******************************, contacted them to find out what would be done. After several calls to them, they decided to fix it. The service man thought he knew what part was needed and ordered it before a week before Labor Day. It came after Labor Day; they were notified, and it took over two weeks for him to come to our house and fix it. I did not try it as I was arranging my family room for my personal space. I needed help from others to accomplish this as I was still recovering from surgery. Someone from the warranty department called me and I told her it was OK. I was going by what my daughter and her husband had told me. When I was able to try it after getting it moved, It did not work properly it only brings the footrest up and not all the way it is supposed to, and it will not recline. They were notified again several times. I the warranty office and talked with someone telling her i was very distressed about it, she said a replacement chair was ordered and would not come until the end of October. I asked for my money back. She said she would have to check on that. When i was finally able to speak with her again she told me the chair had been on clearance so that I could not get my money back. I asked her when the chair would be in, and she told me after January 1st, 2023. She said since i didn't agree to the delivery in October it was now on back order. I feel i should be compensated for not having the chair for my recovery and a new char now or my money back. It was not on clearance when I bought it. It has been very distressful for me and my family. They have been trying to help me and this was not taken care of in a timely manner. Thank you, *****************************.

  Business response

  11/16/2022

  Original chair was delivered on 7/28/2022. we were able to order parts, service and decide to replace by 9/23/2022. We now have the chair and I've prompted our scheduling department to reach out and schedule the exchange the these chairs. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From salesman *********************, we ordered furniture from the ********* Ashley Homestore on 1/17/2022. In total this purchase was $6,025.55. The furniture was delivered in July and immediately was creaking making a noise every time someone sat on it including our 90 lb son. And I mean each piece including the couch, loveseat, and chair. I can't understand how this is possible given *** who was well over 200 lbs was jumping on the floor model to demonstrate is strength. We have bought multiple sets of furniture before but NEVER spent this much money and got such poor quality. When I called the Ashley customer support center, they refused to refund or replace our purchase, insisting they could fix it. A technician came out 2x and said it was not fixable. We expect better and want Ashley to do the right thing.

  Business response

  08/30/2022

  This customer had some damaged legs upon delivery to which we ordered new and sent a technician out to service. He was then approached in regards to fabric issues on one of the arms and the squeaking coming from the frame of the pieces. We ordered the fabric to replace the arm and let the customer know noises are not covered under our manufacturer's warranty. That being said our technician did assess them to make sure there was no damage. When the fabric arrived we went out to install and once again addressed the squeaking. We discussed other possible solutions such as lubricating where the wood meets or putting a couple screws in certain places, but the customer refused these options. We are unable to replace all the pieces for a refund or reselect based on the assessment we've taken. I've confirmed this decision with the General Manager with the ********* store as well. 
  
  

  Customer response

  08/31/2022

   
  Complaint: 17795923
  
  I am rejecting this response because: Brand new furniture does not creak like this and I CHALLENGE ANYONE from Ashley to come to my home and tell me that if this were their brand new furniture that they would accept this level of quality.. I have bought 4 sets of furniture over the last several years and I still own 2 of them that are more than 10 years old that do not make noise like this. By defending their position with its "The nature of wood" is akin to saying they make a poor quality product. DO BETTER!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a love seat and recliner from this Ashley location in July of 2021. I noticed in March of 2022 that the loveseat (which is rarely used) was making a sound like something was broken. I contacted customer service and no one got back to me so I called the store. Several days later I still hadn't heard back so called again I spoke to someone who instructed me to send pictures via text message. I did and then again, no response. I called several days later and spoke to *******. ******* said she would have the manager ********************* call me. She did and assured me they would send someone out on April 27, 2022. I even received an email confirmation with the pics I sent via text. In the email I was told someone would send an email, text and phone call with a 2 hour as to their arrival time on the 26th. I did not receive any communication. I called today, 4/27, spoke to ******* and was told no managers were available and I was NOT on the schedule. At this point, I don't want either pieces of furniture I purchased. I want a refund and they can come and get the furniture so I can purchase from another company that values their customers and stands behind their products. This is by far the worst customer service I have ever experienced. They are difficult to contact, they don't follow through and honestly, their furniture is junk. Again...I want the furniture removed and a full refund of my purchase price.

  Business response

  04/27/2022

  Hello, this customer was left off of our service schedule today due to a software issue. The customer was contacted by 11am today (4/27/22) and we attempted to send our technician out today at the customer's convenience. The customer refused service today. Our customer care manager will be contacting the customer again tomorrow (4/28/22) to offer solutions to compensate for the inconvenience of the missed appointment today and attempt to reschedule service. We do not offer refunds on used merchandise, so the customer's preferred resolution is off the table, but we are confident we'll be able to find a resolution that compensates for the inconvenience and gets the customer's furniture repaired as soon as possible.

  Customer response

  04/28/2022

   
  Complaint: 17115111
  
  I am rejecting this response because: there have been MULTIPLE issues with this company and the excuses have been ongoing.  This has taken months to get to this point.  I took time off work to accommodate the service call and then they were a no show.  I cannot continue to take time off work only to be met again with a no show and another excuse. This is unacceptable and possibly a scam tactic.  The furniture is DEFECTIVE and needs to be replaced.  Bring  a new loveseat with a WARRANTY.
  
  Sincerely,
  
  ***************************

  Business response

  04/28/2022

  We completely understand the customer's frustration with the missed service appointment yesterday. Mistakes unfortunately were made and we're examining our processes to make sure similar mistakes are avoided in the future. We do have the item in stock that the customer is having problems with, and have attempted to contact the customer to schedule an exchange of her product for a new one. We believe that would satisfy the customer's desired outcome per the most recent BBB communication.

  Customer response

  04/28/2022

   
  Complaint: 17115111
  
  I am rejecting this response because: it remains to be seen if Ashley follows through.  Since this has been the issue from the start, I am going to refrain from accepting until the issue is actually resolved to my satisfaction.
  
  Sincerely,
  
  ***************************

*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. ↩