ComplaintsforAshley Furniture Homestore - Regional to Oklahoma

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/22/25 I went to Ashley Home furniture to look into purchasing a sofa and loveseat. The salesman showed me a couple within my price range as well as their manager. I asked about a delivery fee and was told there wasnt a fee to deliver to my doorstep but if I wanted them to assemble the furniture and bring it inside I would have to pay for the elite deliver and it was around 280 something. When my wife arrived I showed her the couches and explained the delivery process. We asked the salesman if it was hard to assemble and he never gave us a straight answer. We went ahead and agreed to do the elite plan to avoid putting it together. The furniture arrived on 7-29 already assembled and in plastic wrap. I called on 7-30 and spoke to multiple people about this and they said they provided the service by bringing it in. I said I wouldnt have agreed had I known it already came assembled and the manager asked if I would have just let them leave it at my doorstep and did I live in an apartment. I told them I live in a house and that was besides the point because they gave me false information to sell me a service that I didnt need. I would have had them leave it at my doorstep if I had known it was already assembled. Looking at my receipt I was charged ****** for a delivery charge and ****** for the elite delivery so the original statement of it being free if left at my doorstep was also false.

  

  Business response

  08/05/2024

  We apologize for the confusion with our delivery service.  We have refunded the delivery fee as a courtesy.  If there is anything else we can do, please let us know.  Thank you for shopping with us!

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased furniture from Ashleys and was sold a $849 protection plan. I was told if I dont use it, I will be refunded the entire amount. I have attempted multiple times to get refunded to no avail. The spent $7,664.86 and was conned into this protection plan with the assurance it would be returned to me if it wasnt used. This is deeply upsetting.

  

  Business response

  07/01/2024

  We hate to hear ****************** is frustrated dealing with her protection plan.  ****************** made this purchase from the Ashley store when it was owned by DSG Group. We purchased this store in September 2021, more than 3 years after this purchase was made.  Basically, we opened as a brand new store.  We did not retain nor were we given any of their customer information, records, etc.  Although we are under no obligation, we are honoring the No Use No Lose agreements made with this store prior to our purchase.

  
  However, there are two hurdles with ********************** request.  First, there are no refunds and never were refunds.  The program states that if no claims were made within the 5 years of the program, the amount spent on the program would be issued back in store credit.  Second hurdle is that the program states that after the 5 years is up, the customer has 180 days to use their store credit.  According to the receipt ****************** provided, she received the items on January 16, 2018.  This means her 5 years ended in January 2023 and she had 180 from then to use her credit.  That date would have been roughly July 18, 2023.  This is almost a year ago.

  Again, although we are under no obligation, we will find a way to help ******************.  Although we may not be able to give the full credit, we will work with her. She can come to the ****** store and ask for our Store Manager, *********************.  ***** will work with ****************** on a new purchase along with a credit for the no use no lose program.  

  Let us know if there are any further questions.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought power recliner sofa and power reclining love seat on 01/19/2020 from ******'s Home store in ****** (***********************************************) for $2469.53 along with 5 years of protection. Here are more details of the item.Sales Order Number: ********** Dated: 01/19/2020 SKU: ******** Serial Number: ************ Customer Id: ********** To our surprise from last year around July,2023 we have been noticing the leather of the power reclining sofa has been weathering and cutting off. When we went to the showroom to buy this sofa the Ashely's salesperson told us that leather sofas are good for ***** years, but I am perturbed with the issue emerging in less than 4 years itself.Since we had purchased the additional protection plan for 5 years, we reached out to the customer helpline for the same, they asked us to send an email with other details to them. I sent the email to the address provided i.e. ***************************************** and ******************************************* on 03/02/2024 and then a reminder as well but, have not even heard any acknowledgment from Ashley.

  

  Business response

  05/06/2024

  We are sorry that the Guptas are having issues with their sofa.  However, we are unable to help them because this was purchased at the Ashley when it was under different ownership.  We have no access to their customers historical purchases or any other records before 8/31/21. That group (DSG) is still handling their customer issues. Although we don't have the number for their furniture protection plan, their customer service number is ************ and the email is *******************************************.  Good luck!   

  Customer response

  05/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: For me it is one Ashley Store in ****** why as a customer I should care about the ownership change. Ashley as a brand needs to stand back on the quality of Leather Sofa they are selling. Moreover, the new emails provided of the earlier ownership also went in vane with no response.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/13/2024

  We are sorry to hear the emails aren't being returned.  Ashley will stand behind it with their warranty.  However, we cannot help.  We have no access to the purchase, no history, no customer records, no nothing. I understand she purchased from the same physical building, but as different ownership, it's purchasing from a completely different store.  I would keep trying to call and email the *** Group, they are the group the purchase was made through.  

  Customer response

  05/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: if ****** stands behind its quality of leather sofa being sold then they should honor the extended warranty purchased by the customer and replace the poor quality recliner sofa instead of trying to reach to previous owner of Ashley which is in vane already.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Y'all sit on a throne of lies! You say No Credit needed , everyone approved in big block letters then suddenly there is a credit application we have to apply for . Then if you get denied you get the cash price still but no payment plan options ! So we are basically hitting our credit to get denied just to be approved so we can buy your furniture ? Dumb smalls ....dumb

  

  Business response

  03/08/2024

  We apologize that there was an issue getting approved for credit.  The way our credit system works is that the application is for Synchrony.  If the customer does not qualify for Synchrony, the application goes to Fortiva.  IF they don't qualify for Fortiva, then it goes to *****, then to Progressive.  Each finance company has different payment options.  Again, we apologize if this was not made clear at the time of applying.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is using predatory lenders and not disclosing pertinent information to consumers. The consumer lenders that are pushed are fortiva and *****. I was told if the purchase was paid for within a year there would be no interest accrued by the salesman on the floor, purchased the products, given an agreement that did not specify that parameter explicitly, but was shown a flyer that stated it to be fact. I went to payoff and found that it was only 90 days and not a year. Cost me **** in interest and fees accrued and do not suggest buying from a company willing to participate with predatory lenders and dishonest sales staff.

  

  Business response

  01/16/2024

  We apologize for the confusion on the different finance options we have available.  We use what we call a waterfall approach.  All finance applications originally go through Synchrony finance.  If Synchrony does not approve an application, it goes to Fortiva, then Progressive, then *****.  ************ may have different promotions on interest free timeframes, etc.  Synchrony has 12 months no interest, but once it falls to the next company, the terms are different and they are shown to customers before they sign.  Again, we apologize for the confusion and will be sure we discuss this with our teams so they can make customers aware.  But be assured, there was no ill intent or dishonesty.  We offer different options so customers are able to purchase furniture no matter their credit situation.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ******* complaint against Ashley /Mathis Homestore (******, **) (Please see attachment with full details and images).Regards.

  

  Business response

  11/30/2023

  We apologize that there has been issues with the sofa the ********* purchased.  Looking at the photos, it does look like pilling. ******* is a normal occurrence on fabrics caused by general usage, but it does not affect the functionality or durability material.  The friction from rubbing against the fabric causes loose fibers to twist together to form the *****. Similar to drying a sweater in the dryer, the friction causes the pilling. Many times, it does appear more extensively in the few months of owning your sofa due to excess loose fibers of the material that move to the surface. Pilling will go away once the excess fibers are gone.  I understand the ********* have tried a fabric ****** but say it didn't work.  We've never heard of a ****** not working. It's possible a new ****** is needed.  

  Although we agree with the manufacturer that pilling is not a manufacturer defect, we will go ahead and give full credit to the ********* so they can reselect to different sofa/sectional.  We will pick up the current sectional at the time of delivery.  Or if they choose to pick up the new sectional, they must return the current one before we release the new one.

  Let us know if there are any further questions.  

  Thanks!

   

  Customer response

  12/04/2023

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

  Just for the the Ashley team's reference, the fabric ****** was new. It did work to clear the area but the issues were back within a week so clearly it did not resolve when loose fabrics were removed. I do not believe anyone wants to constantly shave their couch so that it doesn't look horribly bad. We're aware of wear and tear on items and fabric.

  
  Appreciate the offer of a credit. However, we need to understand the response. We do NOT plan to purchase any other sofas or sectionals from Ashley. The product we purchased was one of the most expensive and labeled as your highest Gold quality, in which it is not. 

  
  We would prefer a full refund as our intentions are not to shop at this establishment moving forward. But at the least, we will require a full credit of the total ticket price to be used on any item(s), not a reselect of another sofa / sectional. Please advise this is the case as well as the process regarding next steps. 

  
  We will not be delivering this back to the store as we purchased the delivery as well as insurance for any issues. But can review other items for delivery and the sectional can be picked up at the time those are delivered. 

  
  

  Sincerely,
  
  *************************

  

  Business response

  12/11/2023

  As we mentioned, pilling is natural on certain types of fabric.  Some take longer for the pilling to go away.  When we offer credit for an item, it is store credit which can be used for anything in the store. Also as we mentioned, if delivery is chosen for the new item(s), we will pick up the sofa at that time. 

  I assume the Insurance ****************** mentioned is actually the Furniture Protection Plan.  This protects from an accidental rip, stain, burn, puncture, etc.  It does not cover wear and tear and is not an extension of the manufacturer's warranty.  Pilling does not fall under the furniture protection plan.

  ********************** account is noted that we have approved the return of the sofa for store credit.  

  Let us know if there are any further questions.  Thanks!
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April my husband and i sat out to buy some new items for our home we got this very nice entertainment center as well as the matching coffee table and end table and a few decorative pillows that was on sale a couple of weeks into the purchase we noticed the tables were chipping at the edges and if i tried to dust or wipe the top it would chip as well , i sent the seller an email letting him know of the issues of the purchase that was less than a month old, i was told it was the *************** who i needed to contract which i did , the *************** told me i needed to contact the store , they wanted me to take off work and and meet them in a time frame , i told them the type of job i have i can not it had to be the weekend just like it was on the weekend when i bought my things they ask for pics i sent picture and have been going back and forth with them for months and still Nothing has happened I refuse to pay that much for something that is chipping away every time you try to clean dust or move , its horrible and getting worse by each cleaning day , THEY NEED TO GET BETTER QUALITY ITEMS .

  

  Business response

  11/10/2023

  We hate to hear the ******* are having an issue with their table.  That's very odd to hear that there is chipping when wiping off the table.  If we could see photos, this will help us determine if this is a manufacturer defect or not.  Please attach photos on a reply or they can be emailed to ***************************************************.  Thank you.

  Customer response

  11/14/2023

  Consumer sent in rejection via email confirmed via phone call that this is what she wanted her rejection to be. Emails forwarded from consumer to BBB staff PN. BBB staff added comment. 

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

  Please see email conversation between Fifi (consumer) and representees of the business. 

    

                                                       From: *********************** <*******************

                                                     Date: October 4, 2023 at 5:46:46 PM CDT
  

                                                     To: ******************************************

                                                     Subject:Attn ****

                                                       Name on my acct ********************* ************

                                                     --------------------------------------------------

                                                     On Oct 5, 2023, at 1:05 PM, ********************* <************************************> wrote:

                                                     you were saying it was the tv stand and the coffee table is that correct 

  ********************* Customer Care Specialist Team Lead Email:************************************ Direct:**************

  MATHISHOME.COM

  -----------------------------------------------------------------------------------------------------

  From: *********************** <*******************>

  Sent: Thursday, October 12, 2023 9:58 AM

  To: ********************* <************************************

  Subject: Re: Attn ****

  I filed a dispute with my credit card company I am sick of dealing with u ppl its ridiculous I have been trying to get it replaced since I bought the items and I need the owners/ general manager name so I can report u all the the bbb . AND I STILL DONT HAVE THE ***** I ORDERED 6 weeks ago that was somehow lost in your wear house I will NEVER PURCHASE ANOTHER THING FROM THIS COMPANY. Take lessons from *****************. Where they stand behind their products 

  -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  On Oct 12, 2023, at 11:09 AM, ********************* <************************************> wrote:
  
  

  I apologize for the experience that you have had so far working with Mathis Home. The owners of the company are Bill and ***** Mathis. I do want to confirm that you are still wanting us to come out and fix your TV stand and table.. I'm asking this because I know how frustrating this whole ordeal has been for you, and I don't want to send a technician out if you do not want us to.
  

  -----------------------------------------------------------------------------------------

  From: *********************** <*******************>
  
  
  

  My boss is very good friends with **** and ************ will discuss my dissatisfaction with them both and let them know how incompetent his staff is at resolving issues I sent pictures of the chipping table months ago.I CAN NOT TAKE OFF WORK AS I STATED I CANT TAKE FOR YOUR TIME SLOTHS IT DOEN NOT WORK FOR ME THE PICTURE SHOULD TELL IT ALL I BEEN SENDING PICTURES SINCE I HAD THE LOW QUALITY C*** DELIVERED. Remove the purchase from my credit card and pick the c*** up

  ---------------------------------------------------------------------------------------

   

  Sincerely,
  
  ***********************

  

  Business response

  11/30/2023

  We know it can be difficult to find time to meet a technician during the week.  If the only available time for **************** is the weekend, she can bring the tables to our Distribution Center.  She can leave them there and our shop technicians can inspect the tables and make any necessary repairs/touchups.  *********************** is located at ******************* and is open 11:00 am - 7:00 pm Thursday through Tuesday (Our distribution center is closed on Wednesdays).  We can also pick up the tables and deliver them back for a fee.  

  Please let us know if there are any further questions.  Thank you!

  Customer response

  11/30/2023

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

  Customer response

  12/01/2023

  I have been dealing with Ashley since 3 weeks after the poor quality c*** was delivered . They are requesting I bring the furniture in Im 4 foot tall and disabled I WILL NOT HIRE A MOVING COMPANY TO BRING SOMETHING BACK THAT WAS PAID TO DELIVER TO ME .my wall  unit is well over 300 pounds be realistic i paid for a warranty that was not honored they said it was manufactured problem both are pointing fingers at one another while im stuck with a $2800 bill for something that is ****** into wood chips . They can REMOVE the item off my account or im contacting am attorney for a full refund plus taking all my emails to the news than maybe Ill get some real answers. Remove the charge off my account 

  

  Business response

  12/01/2023

  We are trying to work with *****************  She claims that she has a warranty that is not being honored which is not true.  We are trying to see what is needed to take care of the table.  We have offered to send a technician out to her home, not only to inspect the damage, but to make any necessary repairs. At first, she seemed agreeable to this.  However, she then said she can't meet a technician on weekdays.  We also offered to have her bring the items to our ******************* where our shop technicians can inspect and work on them.  Warranties do not cover transportation, but she doesn't want to pay to have the items picked up and delivered.  If it was an appliance, a technician would have to come to the home, most likely on a weekday.  If it was a different item, most would have to be brought in for repair.  Even a car has to be brought in or towed in order for it to be repaired.  
  We are not trying to be difficult for *****************  We are giving her the same options as every other customer.  In fact, we are offering more as not everyone can have a technician come to their home.  

  Please let us know what will work best and we will do all we can to accommodate *****************

  Customer response

  12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will schedule for some to be at my house and its  both end tables the coffee table and the center part of the entertainment center thats turned to wood chips at this time 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a bed and Purple mattress on 10/22/2023 from Ashley Home Store in ******, **. The delivery date was set for today 10/24/2023. Upon delivery I noticed one of the boxes was torn up with some bed pieces exposed. The delivery men then asked to borrow my tools to put together the bed. At one point I was asked for pliers to fix a metal connector that was bent and damaged. One of the delivery men then informed me that the legs that support the slats were the wrong ones and they could not finish the installation. When asked about having someone out here, they did not have an answer and promptly left. Upon inspecting the unfinished bed, I noticed a chunck of wood missing in one of the side panels. That same panel was warped leaning inwards. The other side panel is scratched along the top corner longwise. The slats were left uninstalled. Calling Ashley customer service transferred me to the distribution center where the manager told me the earliest someone could come out here would be 10/27 while acting like I was a hassle to her. The Ashley store itself was no help since neither sales people that helped us were there (both on vacation apparently). No supervisor was present nor reachable either. The only leadership was the sales manager who refused to come out to speak to me regarding this issue because it was not his department. We currently have no bed to sleep on, and both the Ashley Store and distribution center are avoiding responsibility and proper accommodation to this quality/customer service issue.

  

  Business response

  10/24/2023

  We do apologize for the issues with the *******'s bed.  Our drivers typically have the tools they need and don't try to repair items that have that type of damage.  

  I do see we have an exchange scheduled for Friday 10/27.  If there are any other issues or concerns, please reach back out to us and we will do what we can to reach a quick resolution.  Thank you.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Aug 24 I bought a recliner that was advertised as 999. on ticket ands a swivel rocking chair for ******. I I paid for delivery that was included in my price of ******* I received a bill from the collection agency they use with this amount as balance. I paid ****** on Sept 21,2023 Making my balance ******.I received a bill October 1 for a bill for ******* with a charge of ****** and a 49 dollar fee. I called Ashley and they told me they charged me for protection and rewards so I could get the chair for 999. that was stated on the advertisement. If I am add charges I did not get the chair for 999. They said the ****** was my swivel chair and delivery because it was not delivered same day. I paid for delivery and the chair was sat on my front porch. They were rude and made me fill like I was trying to something for nothing. This is were I trade since I moved into the area and have bought over 4 thousand dollars in the last five years from them. I need a resolve I only owe ****** which I am prepared to pay.

  

  Business response

  10/16/2023

  We apologize for any confusion on the pricing of the chair along with Mathis Rewards and the furniture protection plan.  Our sales person has tried to reach out to ***** but has not taken any of his calls.  We would like to discuss her billing and give a good explanation.  Thanks.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/7/2023 we went to Ashley Store in Shawnee, Oklahoma and purchased a tempo king size bed , adjustable base and the bunkie board. Grand total was $9,707.15. The bunkie board was useless. We asked if we didnt like it could we bring it back, they said yes. They told us we had 60 days to bring back. The bed was delivered on 3/13/23, 9 days later I called the store to tell them we were not happy with it. They told me we had to wait a full 30 days before we could bring it back. On 4/12/23 we called the store again and they said we could exchange for equal or greater value. We decided to go to the store the very same day. We spoke to ***** who was the manager and I told her what we were told on the phone about trading for or greater value. She told us it was equal or lesser value. She also told us at that time that we would not be refunded any of our money and would be charged a $200 restocking fee. We were never told any of that when we purchased it. We told her the mattress was to hard, we ordered the soft one. She told us we needed to knead the mattress or have children jump on it to soften it up. We were shocked and angry. We still have until May 12 she said but again she also said we would not be refunded any of our money.

  

  Business response

  04/25/2023

  We hate to hear that the ******* are not happy with the new bed.  They do qualify for our 365 night Comfort Guarantee.  This means they have a full year from the date they received their mattress to reselect a mattress of the same or higher price (as long as the mattress is free from stains, rips or tears). There is a $199 fee for the reselection, delivery, etc. Outside of this policy, there are no returns for mattresses and adjustable bases are also non-returnable. The bunkie board is returnable, but it needs to be done ASAP.  Typically, items that are returnable need to be returned within 7 days, but if the ******* were told differently, we will accept it.

  Mattresses do need time to break in.  I do show that the mattress that was purchased is a soft mattress, so it may just need some time to break in.  Similar to a good pair of shoes, our body needs to get used to them just as they need to break in. This is why we require a mattress is slept on for at least 30 days, but sometimes it takes longer.  The ******* do have until March 12, **** to make their reselection if they choose.

  Let us know if there are any further questions.  Thanks!

  Customer response

  04/26/2023

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

  we were never told about not getting our money back. That is unacceptable, not when we spent thousands of dollars for a bad bed.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/26/2023

  We apologize if the return policy was not made more clear.  The policy is printed on the receipt.  It is not customary in almost any retail store to discuss the return policy unless it is specifically brought up.  We don't expect customers to want to return an item that they picked out.  As we mentioned, the mattress is under the 365 night Comfort Guarantee, so it can be returned for reselection.  Let us know if there are any further questions.

  Customer response

  04/27/2023

   
  Complaint: ********
  
  I am rejecting this response because: I am a nurse and I deal with people on daily basis. You would not like it if a wrong medication was sent the pharmacy would you? No you would not. I have shared with all my ******** followers about your store and how crooked you really are. At least have got the word out so they dont get crapped on, like us.
  
  Sincerely,
  
  ***********************

*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. ↩