Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 09/2020. We purchased upwards of $3,000 worth of furniture before PCSing from Pensacola to Tucson, AZ. The store was well aware of our upcoming move and even assisted my husband in allowing him to collect all the furniture from the store directly so our LTL carrier could ship it to our new home. The salesperson we worked with pushed a protection plan on us and emphasized the benefits of having it being that we planned on growing our family. This past month, we were approved by Guardian Protection to replace our dining table. However, because we moved out of the area, they will not honor the protection plan. I have spoken to the Pensacola store manager and the liaison for Ashley’s Guardian office, and although they admit we were sold the protection plan under false pretenses, they are refusing to honor it. Had we known we would miss out on the possibility of replacing our furniture should anything become damaged, we would’ve waited to shop at a local retail store to avoid any problems. Now, instead of being allowed to spend $459 on a new dining table, we are being offered $150 for our troubles. Their business practices are unethical and their store is taking advantage of our military members and their families so they can hit their quotas. Their company values include integrity and a commitment to honesty. They have fallen short of that and need to take accountability for their employees misconduct and refund me the warranty amount they offered so we can purchase a new dining table OR they need to figure out how we can receive this store credit and use it in Scottsdale, AZ.

  Business Response

  Date: 11/26/2024

  Please see the attached copy of Ms. *******’s (****) signed
  sales ticket dated 9/8/2020. Note that the customer’s address is listed as
  Pensacola and that she opted for the free delivery option of drop ship. This is
  where the merchandise is left in the manufacturer’s boxes and the customer is
  responsible for unboxing and assembly of the furniture. The customer also
  bought the Guardian 5-yr protection plan for $299.99 to cover her purchase of $2313.93
  (before tax). Guardian is a third-party insurance plan we offer our customers
  to protect their purchases from any accidental damages. Decisions on what is
  covered are not made by Ashley Furniture, but by the Guardian Insurance Company
  (OnPoint). Pamphlets and flyers are available in the stores outlining the
  coverage. Guardian also emails the customer a copy of their policy along with
  the Terms and Condition. Please see the attached copy of How to File an Online Claim.
  It states in part, “If you move outside of the retailer’s delivery area, you
  will be responsible for all additional delivery/shipping costs.” The
  information that the customer provides to Guardian when filing the claim is
  used when they determine if the claim is covered under the plan details. An
  attempt was made to deliver the items on 9/24/2020. Please see the attached Service
  Order. The customer was notified on 9/22/2020, 2 days prior of the delivery and
  confirmed the date and time (underlined in red). On 9/24/2020, according to the
  notes, the delivery team arrived too late to enter the military base therefore the
  customer requested to reschedule the delivery. But instead of rescheduling, the
  customer picked up the merchandise at the distribution center in Loxley on
  9/25/2020, the next day. Please see the attached signed pickup receipt. The
  claim the customer filed with Guardian was approved and sent to us for the
  reselection of the $452.99 table. Please see the attached copy of the claim
  from Guardian as well as the approved reselection for the customer dated 11/1/2024.
  The reselection, or credit, is for the $452.99 at the Pensacola store where the
  plan was purchased as it is outlines in Guardian’s How to File an Online Claim.
  The customer has 30 days to complete the transaction as explained in the
  attached email.  When asked if Guardian
  was aware of this customer’s new location and to reach out to her on other
  options, Guardian sent the attached email. The customer informed Guardian of
  her change of address (Arizonia) on 7/22/2022. Per Guardian, they have not been
  able to reach the customer since this complaint has been filed to discuss her
  options. The majority of Ashley HomeStores are individually owned and operated;
  we are franchised/licensees. Guardian is granting the customer a reselection in
  the amount of table from the location where the plan was purchase, Pensacola,
  FL. We are prepared to honor that request as outlined in Guardian’s policy. And
  as per the Guardian’s Terms, the customer would be responsible for any
  additional delivery/shipping costs. If the customer is not wanting to continue
  with her filed claim with Guardian on the table through the Pensacola store, we
  are willing to offer the customer a full refund of the protection plan in the amount
  of $299.99 plus tax. This would be in the form of a check, mailed to her Arizonia
  residence, and being done to better the customer service relationship. 

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2024 we received our furniture. We spent $7500 to furnish our new apartment at Ashley in Pensacola. We bought 2 chaise sofas at $849 each. After 6 months the cushions have completely collapsed. I called Ashley as they are still under warranty and was told they could do nothing because it is general wear and tear and cushions collapse. We also purchased an extended warranty, but it is not covered as we are still instore warranty. They told me all I could do was purchase new cushions but was told the same thing would happen. WE are retired and was expecting to have many years on our sofa but they have now collapsed and we are out $2000

  Business Response

  Date: 07/18/2024

  Please find attached a copy of Mr. **********’s signed sales
  ticket dated 12/14/2023. The items in question were part of a partial delivery
  received on 1/3/2024. Please see the attached signed delivery receipt with
  photos. For better clarification, an enlarged photo of the 3-piece sectional
  that was delivered that day has been included. On 7/10/2024, the customer
  contacted the Service & Warranty Department concerning the sagging cushions
  on the two chaises, see attached. Photos were requested from the customer of
  the issue. It was determined by these photos that the customer was experiencing
  normal wear & tear of repeated use and not a material manufacturing defect.
  A copy of the manufacturer’s warranty information is also attached. The
  furniture is delivered with these warranty information hang tags and the
  information can also be found on the Ashley Furniture’s website. If the
  customer wishes, he can still purchase parts to replace the worn cushions. 

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: 21975179
  
  
  
  I am rejecting this response because:

  The cushions have collapsed after only 6 months of usage. I do not see this as reasonable wear and tear on expensive furniture. The original price of these items is $999 and that means we have paid $166 per month until they are no longer comfortable or usable. This is disgraceful for a customer who spent $7500 , terrible customer service, and most importantly a sham warranty. We also purchased an extended warranty for $320 and were told by them that this falls under the store warranty and cannot be covered.  Shameful .
  
  
  
  Sincerely,
  
  
  
  Alan **********

  Business Response

  Date: 08/08/2024

  We understand the customer’s frustration in this matter. The
  Service & Warranty Department is reaching back out to the customer to request
  more pictures to see if there is evidence that would support a claim filed
  under a manufacturer’s defect. The customer mentioned the “extended warranty”.
  The 5-yr Guardian Protection Plan he purchased is a third-party insurance plan
  we offer our customers to protect their purchases from any accidental damages.
  Decisions on what is covered are not made by Ashley Furniture, but by the
  Guardian Insurance Company. Pamphlets and flyers are available in the stores
  outlining the coverage, see attached. 

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My couch has been delaminating due to a factory defect. This is NOT neglect. I have been reaching out multiple times to the store and to corporate by email but I keep getting the runaround or ran off. I have yet to get a response by email after sending multiple messages about my concern. The material started cracking just before the year of ownership and now the whole thing is completely disintegrating and now they won't do anything for me it literally cuts your skin when you try to sit on it. The whole couch needs to be replaced. I don't care what they say about a warranty a couch should not be completely falling apart when I've taken good care of it within a year or two.

  Business Response

  Date: 01/05/2024

  Mr. **** purchased a sofa and loveseat on 2/3/2022. Please
  see the attached signed sales ticket. He received the items on 3/5/2022 via a “Threshold”
  delivery, at no charge. The signed delivery receipt is attached with pictures. Our
  Service & Warranty Department received notice that the customer was having
  issues with his furniture on 12/4/2023 from the store manager. On 12/5/2023 they
  left a message for the customer that the 1-yr manufacturer’s warranty had
  expired (expired on 3/5/2023). The Service Request Report is attached. We could
  not find record of any emails as the customer states. He can, however, respond
  to the message left him on 12/5/2023, or call 229-584-8522. We can offer the
  option of the customer paying for a technician to come out and for any parts
  needed to possibly resolve his issue. Unfortunately, there is nothing more we
  can do for this customer.

  Customer Answer

  Date: 01/05/2024

  
  
  Complaint: 21090924
  
  
  
  I am rejecting this response because: This is obviously a defect on your part. This is not normal wear and tear. I find it very disturbing that you sell people expensive furniture that barely lasts the length of the warranty. A repair is not going to suffice on this when the whole couch is peeling apart due to your defective material. How do you expect me to be a repeat customer when this is how you do business. I trusted Ashley Furniture because you guys claim to have the best quality and customer service and so far I've been burned badly. Now I have to go to spend thousands on new living room furniture less than 2 years later because you violated that trust. 
  
  
  
  Sincerely,
  
  
  
  Travis ****

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase 5-15-23 Delivery 7-31
  
  Reclining couch and chair seats began sinking in Aug. Feels like rods are in back and seat. 
  
  Contacted Ashely in middle of August. I sent pictures of the furniture to the Warranty Department.
  Told them I didn't trust the furniture for repair. Was told to go to the same store to exchange. Sat on every couch in the store. None fit my needs, comfort, or taste. Was told by a lady in the office that they have had problems with the type of furniture I purchased.
  
  Went again on 10/10/2023. No new merchandise, sat on a few with the same result as last visit. The manager said he submitted a ticket to corporate; I should hear from them in 24 hours. I did not.
  
  Called corporate 10/19/2023. Talked to 2 agents, was told there wasn't a ticket. I left a message for Emily in the Warranty Department.
  
  Called Emily 10/20/2023. Left message that I wanted to have furniture removed and refunded.
  Emily left a message that it wasn't possible, that it could only be refunded within 72 hours of delivery. I would have to allow repair or replacement.
  
  The sinking happened slowly and became noticeable in under a month. I have new pictures of the seat continuing to get lower. It feels like all seats are starting to hit the motors. This is happening on every part that reclines,
  
  Over $3000 was spent on the furniture that I no longer trust, find uncomfortable and is still sinking. I take care of my mother; we both have physical health issues. This furniture does not support our needs. This is my first purchase with Ashley.
  
  I want to be refunded for the price, including tax, for the couch, recliner and two accent tables (they were selected to match the couch and recliner). As well as the extra warranty purchased.
  
  Account number is: **** **** **** ****

  Business Response

  Date: 10/30/2023

  Ms. ******* made a purchase on 5/15/2023. Please see the
  attached copy of the signed sales ticket. The customer was delivered on
  7/21/2023 after cancelling the accent cabinet and accent chair. Please see the
  attached signed delivery receipt with photos. The customer called into our Call
  Center and reported some issues with her items on 8/14/20203. Please see the
  attached Service Request Report. At that time, she reported that the table had
  marks on it, and asked for an exchange of the sofa. The next day, the Service
  & Warranty Department reached out to her requesting pictures and more
  information. The customer requested a reselection to “something different”. The
  Service & Warranty department ordered parts for her table. Once the parts
  arrived, a technician reached out to the customer to schedule a repair for the
  table. The customer did not respond to the technician, nor did the customer
  respond when the Service & Warranty Department texted her on the
  technician’s behalf (9/7/2023). On 8/22/2023, the customer was granted a
  reselection for the sofa and recliner. The store was also notified of the granted
  reselection. On 10/19/2023 and 10/24/2023 the customer contacted the Service
  & Warranty Department requesting a return on her merchandise. The customer
  was informed that she has the option for repair or reselection. On the signed
  copy of the Customer Sales Agreement (page 4 of the signed sales ticket), it
  states; “our return policy allows returns up to 3 days after date of pickup or delivery.”
  It also states; “we reserve the right to have a certified technician evaluate/or
  repair any defects before further action is taken. At our discretion, we will
  correct or replace product.” Our reselections notices are usually good for 30days
  from the date issued (9/22/2023 in Ms. Stewart’s case). Though Ms. ******* has
  had 2 months to reselect, we will grant a one-time courtesy and extend the option
  to reselect to 11/30/2023. This will allow Ms. ******* time to go the store and
  work with her salesperson or a member of management. Or, she can contact the
  Service & Warranty Department before 11/30/2023 if she would like to have
  her current items repaired.

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: 20782266
  
  
  
  I am rejecting this response because:

  
  I purchased new furniture. The fact that the couch and chair are defective, uncomfortable and I was told Ashley's has had issues with this make the pieces untrustworthy. I'm not willing to gamble with the brand or an attempt to fix the broken furniture.
  
  I made two attempts at the store as well as looked at all of the inventory online. The first attempt I sat on every couch in the store. There was not any new inventory when I made the second attempt. I sat on three couches and found none of them comfortable or what I wanted.
  
  For a large company like Ashley's I expected them to want to make sure the customer had what they wanted to fit their needs and felt good about the high end purchase. There was never even an apology for the situation, other than from the sales associate. If Ashley's needs a letter from my Mother's Dr. about her situation I can get that for you
  
  
  
  Sincerely,
  
  
  ******* *******