ComplaintsforAshley Furniture HomeStore Rockledge

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new loveseat and accent chair from Ashley Furniture **** Market place, ******** ** on 1/5/24. The furniture was delivered to my home on 1/12/24. The next day I noticed a front grommet on the corner of loveseat was not on correctly, instead of on front end flat, it was placed on corner and sticking out. I went into store to state complaint and they said they would start a claim to the Ashley warranty department to see if fixable. The Ashley technician came today 1/25/24 to check out. He pulled grommet of corner and hammered on the front end where it should of been. This does not look like it should, placement, like other side. While he was here I showed him the arm of loveseat, which is not like other end. The padding or lack of on top of arm was missing/and bunched. The technician did say it was noticeable. I expressed how mad I was, that I bought NEW furniture and this loveseat should be replaced with same, but no defects. I stated ************************** did not do their job in inspecting this before delivery. So, he calls the Ashley customer service and talks to them and lets them know. They tell me he needs to try to fix it, under warranty. The technician said only way would be to take side off along with pulling up material to try to fix. I said NO, I will not accept this, I didnt pay for a new loveseat to get a defective one that you need to take apart. I want a replacement of same loveseat (that matches my accent chair) without defects! Ashley Furniture emails me saying I refused to have technician try to fix. As I am stating in complaint, I paid for brand new furniture and will not settle for anything but a replacement of same non-defective loveseat. No matter what anyone purchases New, and at this cost would settle for anything less.

  

  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 consumer has an exchange of the loveseat scheduled for 2/6/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased chair, broke 3 times, purchased insurance, was told to go pick out a new chair on store credit told it would be delivered on 12/29, took off work told at the last min it was going to be backordered, bed would come first on 12/29 then we could schedule chair. was text morning of scheduled delivery of bed and told it was rescheduled. went to store to talk to mgr and was told there is no corp office and that there was nothing she could do. I told them to cancel the delivery and we would be contacting an attny at this point for the refund of the order plus the refund for the broken chair.

  

  Business response

  01/08/2024

  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 credit was reissued and used for SO *********; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a space heater and it worked for 1 month. I have emailed, called, chatted and even messaged on social media I cannot get customer service to call me or respond They promised me a replacement!!!! Im still making payments I need help! I want my money back

  

  Business response

  11/27/2023

  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 Online sales management. Unfortunately, we will not be able to issue a refund. At this time, we can issue a replacement; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  11/28/2023

  [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.  Please have Ashleys Furniture send my replacement ASAP to my Whittier home as the winter is approaching and my heater is much needed.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/31/23 I placed an order (************) for a sofa. The sofa was delivered 9/5/23. ** Friday I attempted to contact Ashleys **************** to process an exchange. I was unable to speak with a rep. ** Saturday morning 9/6/23 I called Ashleys customer support and spoke with a rep and initiated the exchange. I was provided with a claim number : ********. Due to the weekend I was told I would receive a response Monday or Tuesday. Wednesday came and I had not heard from anyone. I called and was informed my ticket was escalated. Apparently, there is a 72 hour return window for all in home delivery purchases that I was not made aware of and had missed it by a few hours. I informed them I was not aware of this policy and the return policy I had seen online indicated 30 days. I explained to them that I was unhappy with the sofa I had purchased online and wanted to exchange it for a different sofa. I asked that they process the return, take my new order(higher cost), and during the delivery of the new sofa theytake the original sofa I wanted to return. I informed them that no one from delivery nor the receipt I received indicated a 72hour window for return. I spoke with a rep that was going to coordinate the pick up but said he needed to verify and escalated me again. During this time of escalation, I was told that I had missed a call from them to process the return, therefore I was being denied. I explained to them I had not received a missed call, in fact during the call transfer the call dropped and I was calling them back.They apologized for the call drop and then denied me. I asked they escalate. I spoke with a rep that insisted that my return could not be made because I was unhappy even though their policy indicates if you are unhappy with it in any way she said they had a new company policy denying claims based on customer perception dated February of this year. She was unable to provide a copy and denied my request. Their reason for denying me kept evolving.

  

  Business response

  11/07/2023

  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 Online sales management. Per terms and conditions, we will not be able to approve a return/refund/exchange; we apologize for the inconvenience.
  Items delivered by Home Delivery that were received damaged or have a manufacturer defect:
  You have *********************************************************************************************** defective or if you are unhappy with it in any way.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase at Ashley 12/2022 and today when I was getting in bed to lay down the entire bed broke and came apart and fell on the floor hurting things. Caused me bad back and hip pain. I called and sent in pictures since still under 1 year warranty. You get an offshore call center and you can tell what they saying from their a****** Sent in pictures to them and tells me someone has to come out , told them its not repairable and need replacement . He told me they could come out Friday 9/29/23 and submitted request to warranty office. Thats not good enough me having to wait 6 days for someone to come out and me having to sleep in floor since bed is broken. Someone from the executive office needs to be reaching out to me , if not possible law suit for a defective product might be filed and get someone out sooner than Friday to get me a new bed ordered

  

  Business response

  10/02/2023

  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 Online sales management. We advised the consumer that a replacement was approved. We will be reaching out to the consumer to schedule a delivery date; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  10/02/2023

  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.
  
  The product is in stock per online chat agent today , your senior **** keeps giving me the run around it be in November and not waiting till then thats not sufficient when yall have item in stock. You will be giving me some type of credit on my bill as well or will dispute the entire charge since I dont have a bed. Not making payments on something dont have . You better get this shipped to me with set up asap ! Bottom line or legal action will be taken :)
  
  Regards,
  
  *************************

  

  Business response

  10/05/2023

  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 Online sales management. The items are showing an eta to the warehouse of 10/16, the consumer will be contacted to schedule a delivery. We will not be able to offer compensation. The bed is going to be replaced/assembled; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer response

  10/05/2023

  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.
  
  That is not sufficient enough! You will offer compensation as well since it will have been over a month me sleeping on floor and hurting my back or I can seek legal action. Determine your choices wisely as I could file a law suit for a defective product :) 
  
  Regards,
  
  *************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My *********** pruchased a bedroom set on 12/31/2021 at Ashley Homestore at **************************************************************. One of the pieces is a 5 drawer dresser, Model #B255-46. We also purchased the 5 year furniture plan for $259.99. This warranty is supposed to cover almost every type of damage. I filed a claim on June 6, 2023 with GBS Enterprises because our dresser appears to have damage on the side, very similar to gouges which the warranty states is covered. I even sent pictures. GBS sent a repairman from Fast Furniture Repair to see the dresser. We took off a day of work & the repairman didn't show until the next day. He stated it's simple parts that can pop on & off the ********* can touch the rest of the ********** with a marker. The repairman was supposed to order the parts. We hear nothing for a few weeks so I called GBS & was told they can no longer get the ****************************** will give us a new dresser but we have to pick it up in ******* had already moved to SC which is where the repairman came to see the dresser. After many phone calls with **************************** Headquarters I was told that per the warranty they would pro-rate the value of the dresser & send us a check. Still hasn't happened & everytime I call each company blames the other. We deserve a new dresser that we could pick up here in SC & if not then a substantial pro-ration or a refund of the amount we paid for the dresser which is $431.99 & after all this aggravation we should be refunded $259.99 for teh warranty that's done nothing for us.

  

  Business response

  09/18/2023

  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 the Furniture Protection Plan. Per the terms and conditions; If the original Retailer is closed, out of business, or You have moved out of the Retailers normal delivery area, this Plan will be limited to repair service only or terminated and You will receive a pro rata refund of the purchase price of the Plan calculated based on the elapsed time since the commencement of the Plan, less any claims paid.
  We will be able to offer the consumer a full refund ($259.99) of the Furniture Protection Plan; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  09/18/2023

   

  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 do ask that the payment of $259.99 be mailed to my home address: *********************************************************************************. Once I receive the payment, I will close my complaint. Thank you for your understanding.

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

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2021 my wife and I purchased some furniture from this store, from the get go it was a mess. Instead of delivery we had to go pick up, rent a truck, unload and put together, which was supposed to be done by the company. We got it home and the one piece of the couch was bent when we took it out of the package. We called the store and they told us to include if we ever file a claim. The sales associate who sold us the furniture said the protection plan that we purchased would cover any damage to the furniture within the first 5 years after purchase. Saying that no matter what happens the furniture it would be replaced. On July 17 2023 we sent pictures, receipts and tags as asked for, when we filed a claim with the insurance company and were told we would hear back within 3 business days. We never received any calls or responses from emails, so we called again beginning of September. They are now saying that it is not covered and wont replace the broken furniture. We called the store where we purchased and were told that we have done everything we should have done, they dont know what else to do and that they no longer use this company for protection for customers because they were aware of this same thing happening to other customers. We were told we were pretty much out of luck with the broken furniture and the coverage we paid for.

  

  Business response

  09/13/2023

  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 the Furniture Protection Plan. We were advised that the claim was denied due to accumulation; please see attached for GBSs terms and conditions. The consumers 1-year manufacturer warranty has expired, and we will not be able to assist. We apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  09/15/2023

  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.]
  Per the terms of the insurance we bought per the sales rep stated that anything was covered within 5 years of the purchase. We filed the complaint and were told that even if one piece couldnt be fixed the whole thing would be replaced and because of the time frame it would more than likely just be replaced with something similar to what we have. Then we never heard back we had to keep calling. And then to be told we were not going to be covered. So with calling the store in onalaska where we bought it from and being told by management that you have stopped using the insurance company we have because of them doing this to many customers. This is poor customer service and a lot of money spent on furniture with also spending extra money for an insurance policy that doesnt cover what is broken with the couch, as what is sold in the store. We are asking for this to be resolved and kept up from what was purchased. 
  Regards,
  
  *****************************

  

  Business response

  09/19/2023

  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 the Furniture Protection Plan. Per GBS terms and conditions; PLAN COVERAGE: Damage to covered Furniture must be reported within thirty (30) days of discovery to the Administrator.
  ?Service or replacement is limited to the damaged Furniture only and the Plan does not transfer to Furniture replaced under this Plan.
  The consumers claim was denied due to accumulation. We will not be able to further assist as the 1-Year manufacturer warranty expired; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05/08/22 my boyfriend and I decided to purchase furniture from Ashley Home Store, we did not have the finances to pay out of pocket so we went with Progressive Lease which is accepted by Ashley Home Store, my boyfriend ***************************** put the lease in his name. Ashley Order #************. On 05/09 our order was shipped and I also received an email stating that one of the items was canceled. The item that was canceled was the reason that we started the lease in the first place. I knew I still needed it, and I didnt want to have to repurchase it later on though another lease as we couldnt afford it out of pocket. I decided it would be best to cancel the whole lease and repurchase later. I called Ashley and they stated that they would cancel the items in transit and send them to the nearest warehouses. A week later I received one item, it was rails for the bed we originally ordered. I called and they said that it would have to be returned and they would send a label to which I never received. I called again and they said that ***** would create a label and when trying, ***** couldnt. I called again and they said that we would have to pay out of pocket for the return shipping fees. This was frustrating because I wasnt supposed to receive it in the first place. After speaking to multiple rude and aggressive customer service representatives, I spoke to someone who understood and had a ***** truck sent to pick up the item on 6/13. Now, for some reason the items sent to warehouses were marked as delivered, Progressive Lease starts to take payments when all items have been delivered. Upon explaining the situation to Progressive, they said they needed a return receipt. So I called Ashley Home Store again today (6/20) and the representative told me that because I didnt want to take responsibility and pay for the return shipping fees, they wont provide a receipt. I explained I cannot cancel the lease without it and she said it was our responsibility to figure that out.

  

  Business response

  06/27/2023

  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 our Online Finance team. We are working with them to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe on either May 6th or 7th, my husband and I purchased a mattress from Ashley Furniture. The salesman who helped us (I'm not sure his name but they will have a record of who this was) told us specifically, that if there was any chance we would be returning the mattress, that we needed to also buy a mattress protector. We said, sure and purchased a mattress protector along with the mattress. The mattress got delivered May 16th and we tried it out for less than a week and decided it was not for us. We went into the store, and all of the employees apparently don't know their own store rules and regulations because no one knew what to tell us, and said we had to speak to the manager who wasn't there, because he was the only one who knows about returns. We called or had the manager call us the following Monday and my husband spoke to him. He told us he would honor our return, we just had to wait one month per their policy. We waited one month since delivery and called again and were told, "no one should have told us we could return it and that there has been a change in management in the past month". If we would have known they would not honor the return, we would have never shopped there because other mattress stores around do take returns and we certainly wouldn't have bought a $300+ mattress protector because we already had one. We were failed on so many accounts by multiple people who work there.

  

  Business response

  06/19/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this 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. A reselection credit has been entered for the mattress. To use it, the consumer needs to go to their local HomeStore to select new items. The store will coordinate pick-up and delivery.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/20/2021, we purchased 2 recliners and a 5 year furniture protection plan from Ashley Furniture in *******, **. In April 2023, one of the chairs is has developed a problem. We have called the *** (the protection plan company) to file a claim. Every time we call, we're told someone will contact ** within 7 to ten business days but never do. We have called them 5 different times and each time we get the same run around. We contacted the Ashley store manager on 5/17/23. She assured me that she would get back to me. She hasn't. We are asking for a full refund of the protection plan of $289.99, since the customer service from *** and the ********************** company is so bad. We will never purchase anything from Ashley furniture *** again.

  

  Business response

  05/25/2023

  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 Homestore management. We processed a refund for the Extended warranty and are working on getting it issued; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  05/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** And *********************************
  

*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. ↩