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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Ashley's keep over charging on furniture that I purchased nearly 2 years ago. They didn't give noticed by mail that promotion was ending g. Now every month they added financing charges bringing the merchandise now over the price I sign the contract for. This is robbery I will never finish paying for a bedroom.
Business response
02/12/2024
Good Afternoon ******************,
We are saddened to hear of your recent experience with Ashley Homestore. We own and operate 12 Ashley Homestores in the ************************. Please reach out to Ashley Homestore ********************************** at ************. They can connect you with the correct Franchisee.
Thank you,
Customer Care
********************
**************, **
Customer response
02/14/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Customer response
02/14/2024
The address where I purchased the furniture was
Ashley furniture
91 S. MLK
********* 89106
Business response
02/20/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. The consumer used Synchrony to make their purchase. The consumer will need to contact Synchrony regarding interest and payments; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
02/20/2024
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,
*************************Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two barstools on 9/20/23, i also purchased a 5 year protection plan Its been less than 5 months and one barstool is completely broken and the other one is not sturdy I had an Ashley service technician come out to my home, he was rude in my home and when he left my home he slammed my front door as he was leaving. I still have no resolution to my broken furniture. All i want is for both barstools to be replaced or reimbursed as the quality is horribleBusiness response
02/12/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. The consumer received an exchange on 2/10/24; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought furniture in the amount of ******** on 11/15/18. Part of that was a 5 year Montage protection plan in the amount of $650.00. If I never made a claim in the 5 years after date of delivery which was 11/26/2018 I would be given a store credit in the amount of said accident protection plan. I never made a claim with Montage and would like my $650 credit that was owed to me. I moved states two years ago and when I called Ashley furniture in my new city they said they cant accommodate the credit because they are a franchise store. I called the store I originally bought the furniture from and they said they cant give me a credit unless I am in person. I dont live there, I live many states away and will not be able to use it in person. I asked if I could get a credit to use it online to order something to be shipped and was told no. I do not see anywhere in the agreement that it is void if I move. I would like $650 credit from Ashley Furniture since I never made a claim with the company Montage.Business response
02/08/2024
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to Homestore Management. We are working with them to resolve this issue; we apologize for the inconvenience.
Regards,
Ashley Furniture *********** ****
Corporate Office
KBInitial Complaint
01/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On November 25, 2023 my boyfriend and I went to the Ashley furniture store in *********** ******* to look for a couch and barstools. We picked out our couches and barstools and after going to lunch and discussing it we went back and ordered it all. We got a couch, loveseat, coffee table, and 3 bar stools and on top of that we bought the 5 year protection plan for $469 and the delivery fee of $302.86. Our total amount spent = $4,797.52. Couches were delivered a few days after but the barstools were going to take a little bit longer because they did not have them in stock. A month goes by and we finally got the barstools. We put them together to find out one of them was broken. We called the store immediately and they said to bring the stool in and they would see if they could fix it in store. We took it in the next morning, (December 19, 2023) the guy couldn't fix it so they said they would order a new one for us because yet again they didn't have any in stock and have it shipped to our house like the others. we said great and went on our way. (Minus THE BROKEN BARSTOOL FYI!!) Since we hadn't received the replacement and it's now the end of January we call and they say it's in their system that they replaced the stool that day In the store when they did NOT do that! Store manager called (his name is ***) and was not helpful and just kept repeating and insisting that that they exchanged it out that day when they did not. Their guy couldn't fix it and they didn't have any in stock which is why we had to order the 3 of them to begin with! So now we are without our 3rd barstool AND the $100 we paid for it! We will NEVER buy from these THIEVES EVER AGAIN!!! They need to fire their casa grande store manager. His customer service was TERRIBLE!Business response
02/05/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the store resolved the issue with the consumer; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
01/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order on. November 10th I was told my order would be in on November 15th. That date came and went I. Was then told the 25th. That date came and went then I was told the December 5th again nothing. Eventually I got half my order on on December 15th I tried to get the last of my item as the floor model and got told they cant do that. I finally got a call Back right after Christmas saying they have discontinued my item and my only option was to drive from ************* ** to ********* to pick up a floor model.. when I arrived it was damaged I got no compensation for having to drive that for to pick up a used item.My other complaint is with online support everytime I call in I would get told different information My final complaint is the store I bought from doesnt communicate very well. They wont return calls, tell you that the weekends they dont anyone to help load items. My items I bought came with out packaging and looked used. I asked why and got told it could have been warehouse dirt or from there staffs clothing .Business response
02/01/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that guests are asked to bring help loading items from the store. Per liability, the stores can only assist to a degree, so no damage is done to the customers vehicle. We apologize for the consumers experience and are working with the store for compensation.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
02/01/2024
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
02/01/2024
I was never told I needed to bring help to load.
They only addressed one of the issues I complained about!
Business response
02/06/2024
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns, we reached out to Homestore management. The manager informed that the consumer agreed that the floor model was acceptable. There was light ware on the tabletop which was then discounted by $30. We apologize for the consumers experience.
Regards,
Ashley Furniture *********** ****
Corporate Office
KBCustomer response
02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
The 30$ doesnt cover the cost of having to drive 6 hours and take a ferry to get something I ordered in store and kept getting told different delivery dates
Regards,
*************************Initial Complaint
01/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
in october of 2018, i made a purchase in store for couches, i was asked if i would like to add warranty to my purchase for $300 and if the warranty was not used at all then i would qualify for a credit. years passed and i didnt use the warranty, meaning i would qualify for the credit. i moved out of state and now reside in **********, when i called to inquire about my credit the store manager told me that i would have to go in store to their ****** location to use it and they cant just apply it to my account. the problem here is that i am now out of state and im not in the circumstances to travel out of state for furniture. i asked if the credit could be used at another location here in california and was told that its solely up to the store managers at the other locations. *** been having issues and i would just like to have a refund. the terms of this warranty and the credit were not disclosed to me during purchase. i was under the impression the credit would be refunded to me back on my ashleys credit card account which was opened and used to make the purchase previous address used for the purchase and delivery ******************************************************************************Business response
01/30/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that a credit memo was created and we are working on getting a check sent to the consumer; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
01/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I received an email advertising 0% interest with equal payments for 5 months. In the small print at the bottom of the email, it stated "No minimum purchase required". When I went to the store, and was getting ready to place an order on a couple of pieces of furniture, I was informed that there is a minimum of $4000 purchase for this promotion. I tried to show the store manager what the email said, but she insisted that the corporate policy is $4000 minimum purchase for the promotion. This is a clear example of what FALSE ADVERTISING really is and should be illegal. This is also being reported to the state A.G. office as well.Business response
01/30/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the store attempted to calmly address the consumers concerns, however, was unsuccessful. At this time, the store can contact the consumer to discuss their concerns; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
01/31/2024
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.I acknowledge that a manager did call and leave a voice mail. However, when I attempted to call him back, I was informed by their call screening center that I was contacting the wrong store. I tried to explain that I was returning a call but to no avail. I just felt like they were trying to push the complaint onto someone else. It's difficult to resolve ANY complaint with this company with the way their contact center is. You can only speak to a store. Why can't I call or contact a regional or even corporate point of contact? If my complaint is with a store, and I tried to resolve it with a store manager in person (who was not even interested in trying to answer my questions about why would a company offer something with no minimum purchase required and then when you come into a store to purchase items, you are then told that corporate policy states there is a minimum), why on earth would I want to talk to that person yet again? The conversation would only on deaf ears. This is why I would like to speak with someone from corporate or even a district manager. I have already filed a complaint with the state attorney general regarding false advertisement. At this point in time, I really could care less if someone does contact me. I have already told everyone I know NOT to go to Ashley because of false advertisements and that they try to bait you into coming in. My business will be taken elsewhere regardless if Ashley contacts me. I know that the business I am now going to will not only respect me and my business, but will also stand behind what they advertise 100% without any hidden agendas.
Regards,
***********************Business response
02/01/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We understand the consumers concerns. We are working with management to receive additional information on the promo and will reach out to the consumer.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBInitial Complaint
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 03/20/2022 my wife and I purchased a 4-piece power recliner Sales Order# ********* along with a $469.99 5Year Protection Plan from the Ashley Home Store in ****** ****. We noticed once it was delivered the right-hand side power section was way offset in the back and that side made a rubbing noise while you powered it up or down. We called the store, and they sent out a different installer who said it probably wasn't set up right and proceeded to try to push it down into an aligned position to match the left-hand side. There was still a sizable gap difference on the back, and it still made the rubbing noise, however it was slightly better. It has never worked quietly as the left-hand side and now that side looks like the attachment bracket has broken and caused the back side nto fall down and leather to tear. The motor still operates but it's still noisy causing more damage to the back side. Please see my attached photos. We called the company that Ashley sold us the Service Contract through, and they sent out a technician. He said he can't do anything at this point and thinks it was either installed incorrectly and forced down into the bracket that attaches the sections causing it to fail or it was just defective from the beginning and should have been taken back to the store for replacement. Hopefully we can get a new section delivered since I feel this section was never correctly installed and/or manufactured wrong from the day it was delivered. My wife and I are 65 years old and don't have children or dogs that would cause any extra abuse to that section. Since the other side has always looked and worked fine, I feel it is truly a defect in production.Business response
01/17/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that a replacement was approved with an estimated delivery date of 1/18/24; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
01/17/2024
[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. I appreciate the response and I have been contacted by my local Ashley store to schedule delivery for the replacement. Again I really appreciate the help provided and will continue to be a loyal Ashley furniture customer.
Regards,
*****************************Initial Complaint
12/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
November 11, 2023 Date of Delivery November 17, 2023 Wrong items delivered Waited two weeks and then still missing pieces pieces arrived 12/7/2023 have to wait 19 more days (12/26/23) to have installed/assembled that should have been checked prior to delivery date. Store claiming that there are only 2 drivers/technicians in the entire ************* that can put the furniture together per the Operations Manager and no way to contact drivers/technicians besides email.Merchandise was paid for in full in good faith, however contract for delivery and setup was and has not been completed and is unusable until that time. Looking to get job completed sooner due to the merchant has not completed their end of the contractBusiness response
12/22/2023
I spoke with ***** today. Guest confirmed that the purchase was made in ****. We are not franchised with any store locations in **** and do not have access to their database. Please send to correct licensee.Customer response
12/22/2023
The store location is in ************ ****** area of **** and did not appear in your search. Their address is
13177 **************************************
Customer response
12/26/2023
I am rejecting this response because:
The store location is in ************ ****** area of **** and did not appear in your search. Their address is
**********************************************
Business response
01/09/2024
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the bed was assembled,and spare parts were picked up; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KBCustomer response
01/09/2024
[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. We will never shop with this company again and hope that this gets passed on to them. We know we mean nothing to them.
Regards,
***************************Initial Complaint
12/26/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 25th I ordered a couch from Ashley. It was set for delivery on December 2nd. The couch came on December 2nd but when it got there delivery said that my ceiling wasnt high enough to bring the couch in and he said he wouldnt do it. I said thats okay and he said that if I reordered the full ******* of the sofa instead of the Queen ******* then he would be able to fit the sofa inside the house. So the delivery person took the couch back and said that someone from Ashley would call me to confirm what happened and help me order the smaller couch. Later that day someone called me and she said yes, we understand the delivery person refused to deliver the couch, we have taken it back and I have let the warehouse know. ***** get a refund and then well help you order the new couch. She let me know someone would call me in ***** hours. No one called. Then on Dec 4 I got an email saying our credit card was charged even though we didnt have the couch. So I called Ashley, they said that actually the warehouse wasnt told about the couch like Ashley support said theyd told them and so this support person would now need to create a case for the warehouse to find the couch and issue a refund. That person said someone would call me in ***** hours with a update. I waited longer than 48 hours and no one called. I called again and a different support person said that the refund had not been initiated and they would now need to initiate it and I would see it in **** business days. So I waited 10 business days and when we still didnt have a refund I called back and the person I spoke to said that the refund had actually not been issued and now I would need to wait another **** days. That person said that they would call me in 1 hour to confirm as I had had so many people tell me false info and then she never called so I called back and got someone who said a refund had not been issued and they would call me back in ***** hours. Its now been 72 hours and still nothing.Business response
12/28/2023
Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
Upon receipt of the consumers concerns,we reached out to ************************ We were advised that a refund for the Queen ******* Sofa was issued on 12/27/23 back to the original form of payment and may take 3-5 business days to reflect on account; we apologize for the inconvenience.
Regards,
Ashley Furniture Industries, Inc.
Corporate Office
KB
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Contact Information
Customer Complaints Summary
338 total complaints in the last 3 years.
26 complaints closed in the last 12 months.