ComplaintsforAshley Furniture HomeStore

• Initial Complaint

  08/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Nov. 3rd, my parents bought a dining set. The delivery was scheduled for Nov, 6th. We contacted customer service many times. They don't know what is going on with the order. Any attempt to contact the store from us or from customer service fails.

  

  Business response

  12/11/2024

  I spoke to Maya today. Guest was scheduled for 11/6,however the item that was purchased was not put into the sale and there was nothing to deliver. Informed guest of ETA showing to be 11/24 and cannot have delivered until 11/26.  Guest will speak to parents and see what they want to do as far as keeping order with refund of delivery fee and waiting or cancel.  Guest will call back. 

• Initial Complaint

  23/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 26, 2024 my mother and I purchased a marble coffee table, 2- end tables and 2 lamps as well as their white glove delivery and extended warranty. The Sales Order number is ********** and all the merchandise was to be delivered on October 26, 2024 as we were having renovations done. We called on approx. October 10th to move the delivery up as our renovations were to be completed, and a new delivery date was set for Oct. 15th, but the lamps were on backorder. Unfortunately our renovations got delayed by a week but still took delivery of the items. The renovations were complete the next weekend and we put all the furniture back into its location including the coffee tables. On Oct. 20th we noticed scuff marks on the surface of the marble top when viewed a certain angles. We called the store who put us in touch with the claims department. They would not do anything as we did not contact them within 48 hours (which we both did not know) After hours on the phone and trying to speak to a manager they still denied the claim, and after explaining we had an extended warranty and to claim it under that, and they would not do it because it does not start until after the mfg warranty. But they told me the mfg would not cover it. They will not do anything for us and the supervisor of customer service has not returned my calls. I would like the table replaced as it can not be repaired according to their service dept.

  

  Business response

  31/10/2024

  I left a voicemail for ************ today. 

• Initial Complaint

  15/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought several pieces of furniture at Ashley Home Store ** ********* on September 26, 2024. These items were delivered on October 10, 2024. We immediately noticed two things wrong with a pair of nightstands that were part of our delivery - a strong chemical smell was emanating from them and the stain was very streaky on both tables. Bare wood is visible through the streaks, and the smell was so bad that I had to sleep on an air mattress in our spare room. I contacted Ashley customer service and was told if we returned them, we would incur a 10% restocking fee. The two tables were over $**** and I object to being charged over $** to return deficient items. The ********* store manager, Greg, said he is not authorized to waive this fee, even though it is not listed under the Terms and Conditions of the sales contract, and that we needed to call the customer care line. The manager on the customer care line, Anirudh, refused to speak with us. The customer service rep we did speak with, Aderonke, said she would email him and that's all. To summarize, We would like to return these tables without a fee involved. ********* ****** **** ****** ****** ** **** ***** **** **** ****** ****** ***** ** ****** **** *** ***** *** ******* ********* ****** ***** 

  

  Business response

  31/10/2024

  I have emailed ******************* today. 

• Initial Complaint

  15/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  * ** ******* ** ******** ***** * ********* ********* * ******** **** ** ****** ********* ** ******* ******** On September 3rd, we purchased a bed with a total price of $****** However, since making this purchase, we have experienced continuous delays in delivery. Initially, we were informed that part of the bed(Delivery 1) would be delivered on September 7th, with the bed rails(Delivery 2) scheduled for delivery on October 2nd. On September 26th, we were notified that the delivery of the rails(Delivery 2) would be further delayed to October 16th. Then, on October 11th, we were informed once again that the rails(Delivery 2) would not be delivered on time, and the new delivery date was pushed to October 30th. Frustrated by these repeated delays, we contacted Ashley HomeStore’s customer service multiple time through calls and messages. The case was escalated to a manager, and we requested a full refund of $******** for the following reasons: 1. The delivery date has been repeatedly delayed. 2. The parts of the bed(Delivery 1) that were delivered are currently unpacked and sitting in our garage, waiting for the rails. 3. The delays are entirely within Ashley HomeStore’s control, and they should be held accountable. However, the manager informed us that a refund is not possible because our request was made more than 48 hours after the first delivery. The manager also mentioned they would attempt to expedite the delivery, though no guarantee was provided. The customer service manager was telling us he was the person handling complaints and the decision was final. Considering the fact that we have now been sleeping on the floor for over a month, they have declined our request for refund and the final delivery date remains uncertain, we are left with no choice but to file this complaint. We kindly request your intervention to secure a full refund so that we can purchase a bed elsewhere without further delay.

  

  Business response

  19/10/2024

  I spoke to Ryan today. Guest informed of the delays they have had in trying to get the rails to complete the bed frame. Guest requested to cancel the order and return the headboard & footboard as we cannot complete the frame.  Scheduled return for 10/24 and cancelled rails. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  * ** ****** * ********* ******* ****** ********* ** ********** *** *** ** ********** ***** ********* *** ******* ** ******* ***** ******** ************ On September 1, 2024, we purchased 4 mattress and sofa from sales representative Mark ** ****. We explicitly told Mark that we needed the items delivered by October 1, 2024, as it was our move-in date, and if they couldn’t meet this, we would not proceed with the purchase. Mark assured us that, although October 1 was not a typical delivery day for our area, he would arrange a special delivery for that date because our purchase was over $*****. He further promised that if delivery wasn’t made on time, we could get a full refund. Despite these assurances and a text confirmation from Mark on September 6, we received a message on September 26 stating the delivery was scheduled for September 28, which was incorrect. I contacted Ashley to correct this, and they assured me the original October 1 date was still confirmed. However, on October 1, no delivery was made, and no one contacted us. Our family, including children and elderly relatives, had to sleep on the floor. After multiple calls to Ashley, we were told the new delivery date was October 5. Despite promises that someone would contact us, we heard nothing. On October 4, we visited the ********* store in person and were informed the delivery had been delayed further to October 12. They will call us to confirm. But no one call us. This empty promise happened so many times and we lost our confident in them. We don't know when can we got our mattress and furniture. This experience has caused immense frustration. We request immediate delivery of our items and an apology for the ********** ***** ********* and failure to communicate. ****** ******* ** ** *** ************ ** ******* **** ******* ** ***** ** ******************* ***** *** **** 

  

  Business response

  19/10/2024

  I left a voicemail for *** ******** today.  Guest was offered refund of the deliver fee.  Will follow up next week to confirm guest received it. 

  

  Business response

  23/10/2024

  I left a voicemail for *** ******** today. 

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional from Ashley home store ** ********* on September 11, 2024. the model I wanted wasn't delivered to me and I was notified they don't make the colour I want in that model after I purchased and was assured it's the same thing. I wanted lindyn sectional but they sent me midnight madness. The store told me to come and get my refund, once I went to the store I was told I have to call to get my refund and it takes 2 to 3 business days. I have been waiting got over 2 weeks to get my money and I have heard nothing from any rep from Ashley, online or in store. They are not giving me my refund back and they have taken their couch back. The store manager told me he will arrange everything and then went on personal leave without solving my issue. I have contacted guest services over 5 times and lodged complaints and have had no response. They are telling me the funds have been sent to me on September 26 and it shows completed on their end, I notified them I have received nothing and haven't accepted the estranfer. I was told on Oct 1 to give it 48 hours and I still haven't heard back from anyone.

  

  Business response

  17/10/2024

  I called *** ******** and there is no voicemail set up to leave a message. 

  Customer response

  18/10/2024

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

  They can contact through email if they cannot reach through phone number.  You have my funds for almost 1 month, you can try contacting more than once if there is no response.
  
  Sincerely,
  
  Atia ********

  

  Business response

  19/10/2024

  I called ***** ******** and the voicemail is not set up to leave a message. I have emailed *********************** 

• Initial Complaint

  26/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday September 22nd, I went in store to Ashley Furniture to purchase a sectional sofa. The price advertised at Ashley is ***** and they have a price match policy stated on their website. I identified a price of $**** through another retailer. According to their price match policy they were going to match the price and beat it by 25% of the difference. This was going to bring the price to $****. I was not ready to make the decision at that moment. I went back to the store on September 24th, ready to make the purchase, however they refused to honour the price they provided me stating that they were not making money and would rather not sell it to me instead of honouring their price match policy which is clearly defined online on their website. I am still interested in making the purchase, but I would expect them to honour the $**** price that was originally provided to me.

  

  Business response

  09/10/2024

  I spoke to Mr. ****** and guest informed that now was not a good time to speak and requested a call back tomorrow.  Will follow up by EOD 10/10.

  Customer response

  14/10/2024

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

  Company did not reach back out to me by end of day 10/10 as they promised to resolve the issue.

  
  Sincerely,
  
  Milan ******

  

  Business response

  19/10/2024

  I spoke to Mr. ******* Guest was attempting to get the item in the store location and price match with another competitor that was selling it for way less than the store location.  Guest stated he did end up going with the cheaper item from elsewhere as the store wouldn't price match.  ***** ** ******* *** *** ** ***** *** ****** *** **** ********* ****** ** **** ****** ***** ** *** ***** **********  ***** **** ****** **** **** ** ****** ******* *** ****** ******** ** *** **** ** ***** *** **** **** ******* *** ***** ********** ******** ***** ** ******* **** ** *** ** ** *** *** ** ***** ********* **********  **** ** ******* 

• Initial Complaint

  20/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7 Sept 2024 - bid for Schoenberg Two Drawer Nightstand (Set of 2)+shipping cost on Ashley X ******* site *************************** 11 Sept 2024 - received confirmation of winning order from Ashley x ******* 13 Sept 2024 - received notice from Dufresne (Ashley Home Store partner) that order #********** was ready to ship and booked first available date of 18 Sept 16 Sept 2024 - received shipping details from Dufresne that only 1 Schoenberg Two Drawer Nightstand was ordered, although ordered Set of 2 -texted Ashley Home Store ************ but they were closed 17 Sept 2024 - called Customer Care ************ at 10:34 AM and was incorrectly transferred to the warehouse in Vaughan, ON where first agent did not know about Ashley x ******* then spoke with warehouse manager who requested proof of order -10:48 AM emailed proof of Ashley x ******* purchase and warehouse manager promised to escalate to get both items in delivery, even though online order should be handled by Winnipeg Guest Care agents -12:06 PM received email from warehouse manager that online Guest Care agent would call me -1:01 PM received generic email from Dufresne (Ashley Home Store partner) that I was responsible for calling Guest Care ************ again -1:02 PM called Guest Care ************, explained ordered Set of 2 nightstands but shipping information was created with only 1 nightstand, requested correction of issue prior to delivery, was advised would be called back by Guest Care agent -3:06 PM no callback received from Ashley Guest Care, sent text inquiry to ************, new Guest Care agent again disputed purchase and emailed me incorrect sales order created by Dufresne Group, I responded with sales order from Ashley x ******* and agent confirmed the accuracy of listing information and sent for review -3:26 PM called Guest Care ************ to confirm if should decline scheduled delivery with wrong item, agent said truck loaded previous night and order locked so no one could help me

  

  Business response

  09/10/2024

  I left a voicemail for ***** ******** ****** 

  Customer response

  10/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: I was promised by 3 Ashley agents that the $*****+tax delivery fee would be credited and by 1 Ashley agent that 15% of the purchase price would be refunded. I have not received the promised partial refunds.
  
  Sincerely,
  
  Erin *

  

  Business response

  17/10/2024

  I spoke to Erin. Informed I have submitted to accounting.  Will follow up next week to confirm completion. 

  Customer response

  26/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: I spoke with Ashley Guest Care again on Oct. 17, and as the business noted, the agent promised to follow up "next week" to confirm their partial refund. That full business week of Oct. 21-25, 2024 has now passed. It is Oct. 26, 2024. Ashley Furniture has not called me. Ashley Furniture has not refunded me as the business promised. The original charge was made on Sept. 11, 2024, over 6 weeks ago.
  
  Sincerely,
  
  Erin *

  

  Business response

  31/10/2024

  We submitted the refund as offered to guest. Reached out to accounting to see what the delay is. 

  Customer response

  06/11/2024

  Ashley Home Store offered partial refunds as resolution but did not issue the refund. I accepted the offer from the business but they did not fulfill their offer. It is now November 6. I last spoke with Ashley Home Store on October 17.

• Initial Complaint

  18/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my fridge in Dec 2022 (20 months ago). The sales person promised that the fridge had to be ordered, and it will have all the features of the floor display model. This included an ice maker and a water filter. She was mistaken because when I received my fridge weeks later it did not have an ice maker. I was informed that Ashley would get me one and have it installed. Then I was informed that it wouldn't be installed. Then I was told I needed to pay for it. The sales person made the mistake but was helpful, or at least seemed helpful, in trying to get me the icemaker, even arranged for a few **** gift cards to cover some of the cost I had to pay. I paid for it and then a few months later I finally received it. I opened the box a few weeks after and noticed that there was a part broken, a part missing, and it was clearly a used item. There is tape and writing on it and screws are just rolling around in the box. I called and was informed that it was over 48 hours, so too bad. After going back and forth many times and waiting for managers etc. I was told it was approved for a new one and it would be shipped to the Regent store. This is now nearly a year after the fridge purchase. I went to the store a month later and was helped by someone who said to come back the next week. I came back the next week but it still wasn't there. A sales manager informed me that there is a new ice maker coming out and they are in short supply. And that it would probably be available in September (a few months later, now 10 months after purchase). I inquired in September a few times, finally someone said 'in the new year'. I inquired in February a few times and was told that the email was forwarded to someone who will 'finally get this resolved'. It is now a September again and my emails are going unanswered. ** **** ****** *** * ********* ******* ********* ** ***** **** * ******* ********* ****** **** * *** *** ********

  

  Business response

  27/09/2024

  I left a voicemail for ***** ******** today. 

  Customer response

  01/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: The voicemail left said the number to call but then hung up before saying the extension.  I called the number and asked for the person who called but that didn't help.  They asked for some info like my name and phone number and said there is no record of a complaint or case.  They said 'I guess you will have to wait for them to call back'.
  
  Sincerely,
  
  Curtis ********

  

  Business response

  02/10/2024

  -I spoke to Curtis today.  Guest informed of the issues with the ice maker.  Guest kept being told that it would come in, and to call back and confirm that it is in. Dates were given to guest and informed it would be in, etc.  The item is no longer current.   A reselect was put in the system for guest to reselect on something different. Guest was not aware of this and those were closed due to being expired. Informed guest since it is almost 2 years not sure if we can reinstated the reselection as we can no longer get the same item. Will do a little more research and get back with guest. 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a BRAND NEW couch for my daughter *** ** ********* ********** ** ********. Had to pick the couch up at the Ashley warehouse. When we got the couch home and took the packaging off we discovered that the back of the furniture was smashed. Reported it to the client service center within the 48 hour window as per their policy. Ashley now wants to pick up the couch, leave my daughter without furniture for a week and repair it. I did not pay for a refurbished couch! RE-SELECTIONS AND RETURNS ONCE YOU HAVE RECEIVED YOUR PRODUCT Once you have the product in your home and are not happy with your furniture purchase, you have 48 hours to contact us to arrange for a reselection or return. If you reselect new product, you can do so without any fees other than pick-up and re-delivery fees if you choose this service. If you require a return and refund, your refund will be issued with 90% to original form of payment (except cash) and remaining 10% as a credit on account. Delivery fee will be charged to pick-up the product. I was sold a defective product that I paid full price for. I believe that this couch should be replaced for a brand new couch and not repaired. I have called ashely multiple times, asked to speak with a manager and I have just been given the run around

  

  Business response

  23/09/2024

  I left a voicemail for ************ today. 

  

  Business response

  26/09/2024

  Guest has a tech scheduled for 9/27 and has confirmed.  Will follow up by EOD 9/30.

  Customer response

  26/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: I tried multiple times within the time frame to discuss returning the couch. They insisted that it was return over replacement. They picked up the couch ( my daughter was left without any furniture for a week) and returned the couch unwrapped, stained and damaged. I have now paid FULL price for a REFURBISHED, DAMAGED AND STAINED couch. This is absolutely unacceptable.
  
  Sincerely,
  
  Michele *****

  

  Business response

  09/10/2024

  I spoke to Michele today.  Guest informed of the issue with the sofa.  The item was picked up to be cleaned, however once returned the item was not serviced up to standards.  Offered even exchange since we could not service back to standards. Scheduled for 10/16. 

  

  Business response

  10/10/2024

  I spoke to guest and offered an even exchange on sofa. The item was not repaired up to standards. Guest accepted. Scheduled for 10/16.

   

  Thank You,

  Melanie *********

*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. ↩