ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  15/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 2nd we bought the mattress from the store as part of a warranty claim from an old mattress. we were told we could throw out the old mattress by the sales lady. now they refuse to deliver us our new mattress because they need the old one for the claim. they will not answer any of out calls.

  Business response

  16/04/2024

  Hello

  Thank you for contacting us 

  Our records indicate we are exchanging your mattress, and in order to exchange a defective one with a replacement, we require the old defective mattress to be returned.

  We are unable to deliver a replacement mattress without the defective item be retuned.

  Regards

  Customer response

  16/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Your employee clearly told us we had the option to dispose of the mattress or have you haul it away for free. you are responsible for your employees, how they're trained and for what they communicate. Brenda told is we could get rid of it and you have to take ownership of that and deliver our mattress ASAP.
  Sincerely,
  
  Greg ****

  Business response

  19/04/2024

  Thank you for the reply.

  In the event of a product exchange, we would not suggest a guest throw out or donate the product as it must come back. 

  Regards

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sectional sofa from the Ashley Homestore ** ******** ** early March and paid for "White Glove Delivery" ($*** +tax). The item was delivered on Mar 30th. Before the sectional was brought in, 2 delivery people were in the house, presented and "made" me sign a damage waiver, saying that if I did not sign, they would not deliver. They promised to try to minimize any damage if any incurred. So I signed under the impression that the 2 gentlemen would deliver the sectional with caution and with normal delivery practices (lifting each section and bringing them down cautiously). Immediately after I signed, I asked the delivery people to remove there shoes when they were inside the house as it was raining outside, and they replied that they do not have to remove them during the delivery process. They also informed me after signing the waiver that they were not supplied with a runner to protect the stairs. They then started to delivery by bring in pieces of the sectional without unpacking any part until it was in the area of setup. I escorted them to the basement, where the items were to be placed, to turn a find a third delivery person, who I did not know was there, pushing another part of the sectional down the stairs himself. This caused damage to the wall leading down the stairs. I have escalated this problem to customer care (who have the picture of the damaged wall) and have received inadequate responses. The only response has been "well, you signed the damage waiver". I acknowledge that I did, but again under the pretense that it would be delivered under normal delivery practices, not a single person pushing a chaise lounge down unprotected stairs by themselves. I have not asked the company for an absurd settlement, just the delivery fee I paid for a service I did not receive (White Glove Service - unless that means something different in the dictionary), refunded. All this and they damaged a part of the sectional that they won't replace, just repair.

  Business response

  12/04/2024

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records confirm you signed the damage waiver which would indicate we are not liable for any damaged occurred.

  Regards

  Customer response

  12/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: the damage waiver was signed prior to an explanation and completely under duress as they stated they would not deliver unless signed. Additionally, it was signed with the understanding that normal delivery practices would be used, and not having one person shoving a couch down the stairs by themselves. The damage could have been avoided if proper caution and technique was used. Also, how am I supposed to unsign a document, when crucial information was disclosed after signing?  ** **** ****** ******** ******** *** ****** **********  ** *** **** ******* ***** ** ******* **** ******** *** *********** **** ** ********** ****** ********* ** * **********  
  
  Sincerely,
  
  Brandon ******

  Business response

  16/04/2024

  Hello
  Thank you for contacting us and we are sorry to hear about your experience.
  Our records confirm you signed the damage waiver which would indicate we are not liable for any damaged occurred.
  Regards

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased fridge 10/10/18 for ******** along with extended warranty for an additional ****** plus taxes. Final total was *********  Fridge worked great until I believe it started having issues June of 2023. I was still under the extended warranty. The fridge portion would not stay cool enough for food but the freezer portion still worked. The technician came out and replaced the same part twice but fridge continued to not stay cool. After trying one more thing he said the compressor was the problem and he couldn’t fix that. The company said they would come and get the fridge to send it away to be fixed. They don’t come get it till November and then did not return till 1st of February. Fridge worked till first week of March and quit again. Phoned in and Ashley sent the technician again and he said it was the compressor again and he recommended they replace the fridge. It had been almost a month again and nothing has been said to me what they are going to do… I have called several times questioning and even asked to talk to a manager on April 2nd. I was told that there wasn’t a manager in that day and that one would call me the next day between 10-11 am. No one called so I called again on April 3rd around 11:20 am and the person who answered said that I was mistaken and there is always a manager at work but when I asked to talk to them (twice) she abruptly just put me on hold. I waited for 20 minutes and hung up as nothing but music was played to me. I have been extremely patient until this point as I am tired of only having a fridge in my garage (a flight of stairs away). At this point I want my money refunded so I can buy a different fridge from a different company/business.

  Business response

  08/04/2024

  Hello

  Thank you for contacting us and we are sorry to hear about your concerns with your fridge. 

  Our records indicated that we have been advised you need to contact ******* ************* ** ***** ******* ************* for service to your unit.

  Regards

  Customer response

  16/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: even the technician has said that this fridge should be replaced. They tried fixing it and it took 7 months. To only have it run for a very short amount of time. I need a fridge NOW I can’t wait another 5-7 months for this one to be taken and attempted to be fixed… I have lost so much time and food in this LONG drawn out process! Talk to someone and have to wait 1-2 weeks plus to just talk to someone again. 
  
  Sincerely,
  
  Jessica ********

  Business response

  23/04/2024

  Hello
  Thank you for contacting us and we are sorry to hear about your concerns with your fridge. 
  Our records indicated that we have been advised you need to contact ******* ************* ** ***** ******* ************* *** ******* ** **** *****
  Regards

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a dresser and mirror. The mirror cracked and was replaced. But its replacement was not the same size as before. I checked the dimensions of the replacement and the dimension they have on their website. They are not the same. I brought the issue forward to store manager and their customer service. And there is no resolution, because they are stating the size I have is the one they have on their floor. But their website says different. I am unable to even log a complaint as their manager says they cannot help.

  Business response

  14/03/2024

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate you order has been approved to reselect to something else. please contact your sales person to make your new selection

  We look forward to working with you for resolution

  Regards

  Customer response

  14/03/2024

   
  Complaint: ********
  
  I am rejecting this response because: I reached out to the store and even talked to their manager. The manager is saying they can not do anything to resolve the issue. Although they understand the issue. Reselection is not the resolution. After talking to the store I talked to the customer service of Ashley. They have not updated their notes. Not sure why they are giving a response that was already discussed. 
  
  Sincerely,
  
  Haseeb *****

  Business response

  25/03/2024

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate your mirror was approved for a reselection, please work with your sales person to select a replacement product

  Regards

  Customer response

  26/03/2024

   
  Complaint: ********
  I am rejecting this response because: I did the re-selection and it is not the size that is mentioned on their website. I do not understand why they are not giving a clear answer.
  
  Sincerely,
  
  Haseeb *****

  Business response

  08/04/2024

  Hello

  Thank you for the reply

  This guest accepted a $***** price adjustment to keep the mirror in the size it came in, AS IS and service is now considered completed

  Thank you

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered sofa on 13 Feb,2024. We paid all amount in upfront and were promised to get delivery on 22 Feb. we were told that there is lot of pieces in warehouse and we should be in home on 22 Feb as truck would come anytime to drop your order. On 20 Feb we got call that sofa is not available and asked to reschedule on March 6. We went to store on 23 Feb and were told that it was a miscommunication and sofa is in store and will be delivered on 27 Feb. The sofa came in on 27 and one of the part was broken so we asked to take it back. They delivery driver took back one of the chaise part which was broken and left the chair. Then we got call that there was no chaise available and we will get the remaining part of chaise of March 14 or later. The chair which was left behind with us is a three seat chair and one of the 3 cushion was wrong . It was a different size different design cushion . After filing complain they sent us just the cover of the seat. Although the cushion itself is a different dimension. On again calling the customer service they said that they are very busy and they will send their technician on April. We went to store and they said they will complain of customer harassment and offer an exchange. It has been one week we are going to store and they are just sugarcoating and misguiding us and doing nothing My complaint is 1 No delivery on mentioned date 2 getting late delivery 3 getting change delivery date because of system error or employee negligence 4 misguiding from store employees 5 getting broken furniture 6 getting 2 month late date for inspection 7 getting wrong product 8 being avoided or neglected from store employee just to send us back

  Business response

  14/03/2024

  Hello

  Thank you for contacting us

  Our records indicate your sofa has been approved for an exchange and we are just awaiting the arrival. once our replacement is instock, our office will contact you to arrange the delivery

  We look forward to resolving this with you

  Regards

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the 4 piece Tanavi modular couch from Ashley in 2022 for $***** I recently moved to a larger home and purchased two additional pieces to expand my original couch. When the pieces came, they were a completely different size and shape than my original Tanavi. I called customer service, who told me there’s nothing they can do because they were purchased in 2022. I told them that I measured the original pieces and found that they were only 37 inches deep - not the 41 inches they were advertised as and not the 41 inches of my new couch pieces. I told them it’s clear I received a defective couch, but hadn’t realized at the time because no one measures a couch upon delivery. I reminded them that this is called FALSE ADVERTISING, t* ***** **** ******* ** ***** ******* **** ************ *** ** ******** **** **** *** ******** *** ***** ** **** ********* ********* **** ** *** ***** ******* ****** ***** ****) * *** ******* ** **** ********* ** I requested to speak with a manager. The manager told me he could help and requested that I submit photos of the issue. I submitted the photos and was told I’d get a response in 2 days. 4 days passed with no response, so I sent a message through their online chat for an update on my claim. The online rep sent a message stating my claim had been resolved and they were willing to replace my original pieces( * **** *********** ** **** ********). The online agent said to contact guest care to finalize the claim. When I called, they told me the message was sent in error and refused to honour the replacement I was promised. When I said that was unacceptable, they told me they would speak to management and call me back that day. They did not call. All I’m requesting is a couch that looks like 1 solid unit without having to spend an additional $**** ON TOP of the * thousand dollars I’ve already spent on a single piece of furniture. Even two more defective pieces to match my original pieces would suffice. My customer # is ********** 

  Business response

  11/03/2024

  Hello

  thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate the set you purchased back in 2022 has been discontinued and the new series is bigger. 

  As discussed with our team , we are not able to return or exchange the set from 2022 as the manufacture changed the specs on the units. 

  The request to return or exchange is declined.

  Regards

  Customer response

  12/03/2024

   
  Complaint: ********  
  I am rejecting this response because:

  As I have stated multiple times, my original pieces were not discontinued, they are defective. I have requested Ashley send me the specs for the Tanavi sectional from 2022, to prove that it used to be 37 inches deep and each time, they have refused. Someone from their team even had the audacity to tell me the company keeps no records of their products. Since they refused to provide me with the specs for the Tanavi sectional, I took the liberty of finding them myself. The internet archiving website **************** has an archive of the original Tanavi web pages from both Feb 2021 and Jun 2022, showing the advertised specs of their couch from those dates. *** *** **** *** ******* ****** ***** ****** *********
  

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

  ***** archives show the Tanavi sectional had the same specs in 2021 through to 2022 and still share the same specs as advertised today. * **** **** ******** *********** **** *** ******* **** *** ************ **********
  
  Janine *******

  Business response

  25/03/2024

  Hello
  Thank you for contacting us and we are sorry to hear about your experience.
  Our records indicate the set you purchased back in 2022 has been discontinued and the new series is bigger. 
  As discussed with our team , we are not able to return or exchange the set from 2022 as the manufacture changed the specs on the units. 
  The request to return or exchange is declined.
  Regards

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased two couches from Ashley Furniture ** ****** ***** ******* on Sun Feb 3rd / 2024. Both couches arrived and was installed by Ashley Furniture delivery on Wed Feb 7th / 2024. Upon inspection found one couch had a tear at the bottom and an additional defect was found on the arm rest with fabric torn and plastic sticking out. Clear sign the couch is defected and needs to be replaced with a new couch. Ashley Furniture wants to send a technician for patch work but there could be additional defects with the couch. It's been at my house for more than 24 hours. I didn't pay to have a defective couch or for a defective couch to be patched up with parts. When asking for a replacement couch, Ashley Furniture customer care informed me that I'd be paying a stocking fee.

  Business response

  13/02/2024

  Hello

  thank you for contacting us and we are sorry to hear about your experience.

  our records indicate we have replacement parts on order being shipped directly to your home to address the product concern.  once you receive the parts, please contact our office to arrange a service appointment to have them installed.

  we look forward to working with you for your product resolution

  regards

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item was never delivered. Order was cancelled over the phone. We did order and receive the sofa set. We cancelled the bed. They would have no proof of delivery because it wasn’t delivered. Went to collections and I needed to lay them to renew our mortgage. **** *** ************* ****** **** ***** ** *** ****** ********* **** ********* I’d like my money back please.

  Business response

  16/02/2024

  Hello

  Thank you for contacting us

  Our records indicate you order was cancelled with the 10% administration fee as per the signed and agreed upon terms of sale.

  The balance will not be waived and should be paid to collector.

  Regards

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered an office desk on 01/03/24 from ASHLEY HOMESTORE * ********* *** ******** ***** ******** ** ****** *** ******** ******* ** ***** **** ***** It was delivered 2 weeks late on 01/26/24. We paid extra for "White Glove Treatment" where the pieces are put into the room of our choice and assembled there. All of the garbage is to be removed as part of this service. After completing the assembly and the drivers leaving we went into the room to look at the desk and noticed immediately that it was broken(a piece of molding on the bottom left drawer) as well as the top was not sitting flat as the opposite side was. We also realized how cheap the materials and construction of the desk was but the main issue was the damage. They also left packaging garbage behind and never completely unpacked the drawers as there are snap ties still in place inside the drawers. We called almost immediately after the drivers left(within 30 mins). My wife spoke to a Wendy and stated we wanted to return the unit for a full refund. Wendy told us on speaker that if they had to pick it up 25% of the purchase price would be kept as a fee. We were in shock. We just spent over $******* on this desk and it was delivered broken and the company wants to keep some of our money to return it. We were very upset and asked to speak to a manager. Wendy put us on hold for quite awhile probably hoping we would hang up. After returning to the phone she told us Jason(manager) said 10% plus $** plus tax for pickup essentially 25%. When we asked to speak to Jason, Wendy told us that Jason said if he had to talk to us he would re-track his offer of 10% and it would go back to 25%. We agreed to have them pick up the desk at the 10%+$**. Wendy told my wife on Jan.26 2024 she would email her the details and call here back the next day Jan.27 2024. Wendy has never called or emailed any information. The latest is now they say they need to listen to the recordings of our calls. It's been 5 days. ******* ***********

  Business response

  02/02/2024

  hello

  thank you for contacting us and we are sorry to hear about your experience.

  our records indicate your product is scheduled to be picked up on 02/06/2024 for a refund minus 10%

  regards

• Initial Complaint

  31/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a king size bed frame end mattress to be delivered january 26th 2024. Arrived as scheduled with only the bedframe and no mattress. Said earliest they could bring the mattress was Tues Jan 30th. Same afternoon I called customer service as I was unhappy with the finish on the footboard and 1 side rail. Later that day I received an email that they were not going to fix the frame. I called back and said if they don't fix it they would have to come pick it up and return it. 4 days have passed and no response. Today I called and was told that I am now over the 48hr return policy. I have called everyday and sometimes twice in a day to try to resolve this. Now they are telling me I am stuck with the product that did not meet my expectations. When I spoke with someone on the 29th they explained that if I received the mattress into my home then it would be final sale so it was too late in the day to cancel the delivery for the next day. This morning when they came to deliver it I simply asked them to take it back as this has been a horrible experience and I am not going to get stuck with it too. I wanted a simple resolution to just fix the pieces that don't meet my standards and Ashley furniture has dragged things out **** ****** to stick me with their product that I am unhappy with and nowhere to sleep other than the couch.

  Business response

  02/02/2024

  Hello

  thank you for contacting us and we are sorry to hear about your experience

  Our records indicate the order for the mattress was cancelled and the refund was sent back to you via etranfer.

  regards

  Customer response

  03/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: it was not just the mattress that was the problem. The main issue is the finish on the bedframe which nobody is willing to address. I want the footboard and one side rail replaced as the finish is very poor. I  have been told that the finish is not Ashley problem. I am Ashley customer *** ** ** ******** ************** ** **** ** ***** **** ** ******** *** **** they need to take it up with the manufacturer. I am very unhappy at this point with my purchase and dealings with Ashley's. I just want a bed that I am happy with. 
  
  Sincerely,
  
  Chris *****

  Business response

  13/02/2024

  thank you for the reply

  our records indicate you file is scheduled to address the KING/CAL KING STORAGE FTBD with a technician visit.

  we look forward to working with you for resoltuion

  Regards

  Customer response

  15/02/2024

   
  Complaint: ********
  I am rejecting this response because I was contacted by Ashley on February 6th to make an appointment to have them look at this. I arranged to take the 8th off and be home for the appointment. I never heard from them for a 3 hour window as they indicated so I  called them on the 8th at 10am. They proceeded to tell me that there was no appointment scheduled. I took the day off for nothing. I phone them on the 12th to make another appointment. They arranged it for the 15th. I called again on the 13th and the person confirmed that it was set for the 15th and I would receive a text with a 3 hour window 24 hours before. I called again on the 14th as I still had not received any text. The lady then said that again my appointment was not going to happen on the 15th as promised and they would reschedule AGAIN  it is now scheduled for the 19th and I am supposed to receive a text confirmation over the weekend with a 3 hour window for the 19th. * ** *** ******* ** ****** ** *  **** ** ****** ** ******* **** **** **** ******* ***** ********** 
  
  Sincerely,
  
  Chris *****

*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. ↩