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Complaint Details
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Initial Complaint
11/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a complete bedroom set which included 2 drawer nightstands, 1 mirror, 1 dresser, 1 noble firm 2.0 queen mattress, 1 queen box spring, 1 queen panel footboard, 1 1 queen panel headboard, and home delivery on August 15th, 2024. All items were delivered on September 10th, 2024. The delivery men placed all the furniture including the noble firm mattress and box spring so the damage was not seen until a week later when placing the bed skirt purchased for the set. The bottom of the mattress had holes in it and the mattress was slightly stained. I went back to the store the following day and they advised me to file a claim. September 30th the 2nd claim was filed and I was denied a replacement or full refund. I only wanted a replaced mattress. I went back to the store and they offered me $135 to keep the mattress as is and I said no because the mattress was brand new. They scheduled someone to come out October 12th to look at the mattress. They responded with a text October 15th stating that since there was stained it automatically voids the manufactures warranty. I received the mattress in that condition. Then they said since it wasnt reported right after the delivery (72 hours) it was not covered under the warranty as well. I went back to the store that same day, October 12th and spoke with the manager who contacted the department that came out to observed and they stated as if I did the damage myself and they were not going to replace it.
Business response
11/14/2024
I spoke with guest today and reviewed the account regarding the **********************. The mattress has what appears to be holes made from a machine. Per tech notes this had to have been done at the manufacture when packaged. Offered to exchange mattress for guest. Informed to inspect once the team delivers and unwrap to ensure there are no manufacture flaws again. Scheduled for 12/3.Customer response
11/14/2024
I have reviewed the business response and accept this resolution.Initial Complaint
11/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a **************** by Ashley Power Recliner from the Military Exchange on August 8 *************** ********** . The chair was $ 383 20 plus a set up fee of $69.00 . I had problems from the get go . Chair made noises as you sat down and reclined . The Military Exchange put me in contact with phone number to call . I phoned the place and they set up a time for someone to come check out the chair . That person came and checked out the chair and determined that it was a mechanism that needed to be replaced . I was told he would get back with the people and they would order the parts and then those people would contact me . The man that came and checked out the chair said the parts would be delivered to me and there would be a time set up to come and do the job . I e-mailed the lady that I was dealing with and asked her could she please let me know when the delivery would be made since the parts were coming directly to me because I live in an apartment on the second floor and I needed to know what day they would be delivered so that I could let the delivery people take the box or boxes to my garage which is not connected to my apartment . I did not want the items left in our mail room . She told me she would let me know and would give me a tracking number . None of that happened . The delivery was made and they did not even ring my buzzer . The big bulky box was dropped and left in our mail room . Now the box is in my way in my apartment . Also the chair has a slight odor . I also asked her about that and what could I do ? I was told to ask the guy that was coming to do the repair about it. I have gotten nowhere. At this point I just want the chair and the box of parts picked up and have my money refunded . I'm tired of messing with this and the box needs to be gotten out of my apartment because it is in my way. I told the lady how disappointed I am in Ashley furniture and that I would never ever purchase anything from them again .Business response
11/06/2024
I left a voicemail for **************. Guest did not purchase in any of our store locations. *** is not franchised with any store locations in **. Please send to correct licensee.Initial Complaint
11/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Item delivered incomplete. Missing two back pillows from the love seat. Physically visited local store where I bought it, and contacted different managers since initial purchase, but have been unable to obtain these missing products. keep getting the runaround with different excuses. Initial purchase date was July 18, 2024. it's been over two and a half months with negative results. looking for either delivery of these two missing items or a refund on the total value of these items. attached to this complaint is a copy of the order with full details of items...Business response
11/07/2024
The guest is currently working with our *** management team in getting this issue resolved. Manager called the guest and left a message on 11/5, letting them know the item was sold as is, and that we would be ordering the parts as a courtesy but they would need the serial number from the item. I will provide any updates on the guest resolution.Customer response
11/07/2024
I am rejecting this response because:
Contacted Ashley furniture representative, they ordered missing items, yesterday Nov. 6, 2024. don't want to close this case until missing items received and in good standing... was told to give it time ***** days.... at that time if everything's ok, then I would close the case....
I do appreciate the help given....
Thank you,
****** ******
Business response
11/07/2024
The guest is currently working with our *** management team in getting this issue resolved. We cannot have more than 1 person working on account. Our AFI managers are over BBB and will be handling this. I will provide any updates on the guest resolution.Customer response
11/14/2024
I have reviewed the business response and accept this resolution. Missing items finally received in perfect condition... Thank you.Initial Complaint
10/31/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My wife and I purchased furniture and two rugs from Ashley on August 21, 2024. We received our furniture and picked up one of the rugs from the store. The other rug had to be ordered. The rug was delivered via ***** on 10-07-24 and was the wrong size. We returned the rug to the store the next day, still in plastic wrap and requested a refund. The store accepted the return and stated that they would process the refund. To date, according to Ashley's customer care *************), the store has failed to submit a return ticket, so they have not been able to issue the refund. We contacted the store manager numerous times for them to submit the return and they have not done so. This store never answers their phone or return calls (had to personally go to the store and speak with the manager). All I want is a refund for the rug we returned.Business response
11/07/2024
I left a voicemail for **************.Customer response
11/07/2024
I have reviewed the business response and accept this resolution.Initial Complaint
10/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a bedroom set for a bit over $6,000.00. I received furniture that had defects on it. Given the price of the furniture, I should be receiving items that are in excellent condition. It was a lengthy process to properly report all the issues and have someone out to my home for repairs. After "repairs", I was left with a drawer that did not match the rest of the dresser. And also, a drawer that is off the hinges and not fixed. The tech advised that both my dresser and chest need to be replaced. However, now the dresser is a discontinued item!! How unfair is that to me!! I am now stuck with this expensive bedroom set with no dresser. The furniture was purchased less than 4 months ago and to now know that the piece that completed my set is discounted really leaves me in a messed-up place. There's nothing I can do with a mix-match bedroom set. I purchased this furniture under the impression that I would be receiving items in great shape and something that was going to be in stock. I also even purchased the protection warranty for this piece.Business response
11/06/2024
I spoke to guest. She was approved for an exchange on the dresser and chest, however was told the dresser is discontinued and guest was given option to reselect or keep as is with discount. Informed guest per Distribution center inventory we have 2 available. Will confirm with DC and get back with guest by EOD Friday 11/8.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After extensive evaluation we selected and purchased 2 reclining chairs based on the comfort of the displayed chair in the Ashley showroom. The 2 chairs delivered are not the same as the one we sampled... the chairs comfort was highly misrepresented!We can not sit in these chairs as they cause us back and neck pain. The chairs are not the same comfort we expected and as we tested in showroom. There has been a misrepresentation of the product, and Ashley Furniture will not participate in problem resolution to any degree whatsoever. We simply desire credit towards an exchange to allow us to purchase alternate chairs from Ashley. We filed a claim for this issue within the first 30-days, and have been denied, completely.Please help!Business response
11/04/2024
I left a voicemail for ************** today.Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a love that became damage. They we unable to repair the love seat so they replaced it. The replace arrived damaged. This has be going on for 4 1/2 mouths.Business response
11/04/2024
The guest is currently working with our *** management team in getting this issue resolved. I will provide any updates on the guest resolution.Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and I purchased a loveseat, oversized chair and ottoma in a Sunday..I went in that Monday after finding out that the online Ashley's was cheaper and asked for a price match .they said they adjusted it so I decided to add an ottoman with the savings...signed a receipt for ******** total for everything. Synchrony would be financing this charge. Wednesday 2 sofas and 2 oversized chairs and 4 ottoman arrived. I denied the extras but they said I was charged twice. I called Ashley they told me to go to store. They said they could not help to call Ashley. I went home and found out on synchrony site that I now have the following charges ******** /******** /****** /***** /***** /*****/ .84 I call synchrony and told me to go to store I did they said they only see 1 charge. All the other charges are there. I called synchrony to report fraud.. and they asked if I let somebody use my card...I don't even have a card yet...I only know the last 4 numbers from my receipt. Only ones with access would have been them. They said some of the charges were promotional..what? I never signed for additional charges. And the largest ones were purchases. Went back to store they said to call Ashley because they see nothing. Got a bill today for 4, ****** with all additional charges included. So the furniture amount is wrong..additional items on bill..and promotion fees!Business response
11/05/2024
I left a voicemail for ************** today.Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 31 2024 a purchase was made of quite a few home furniture. The price that was shown on receipt was lower than what was charged to my credit card. When I had mentioned this they stated they did a refund of the over charge of $941.78. Unfortunately they never processed it and are refusing to do so. Also it was advertised as free delivery upon delivery company refused to bring in furniture without me paying first. Store manager ******* stated to pay and he will refund me the $310 delivery fee. That still has not occurred as of yet and their accounting department is stating that never happened and we picked up our own items. It seems ******* or someone has gone into the system and documented customer pick.Business response
10/25/2024
The guest is currently working with our Escalation Supervisor. I will provide any updates on the guest resolution.Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 09/04/2016, I purchased an ashley mattress. The purchase price was725.66. I called ~09/2023 because the mattress had a big indention in the middle of the pillowtop and I wasn't sure the warranty. I submitted pics and got to sending a tech to look at the mattress but I had moved. They told me my warranty was voided. I took this as is because I could not find the paperwork. I bought a new mattress from another ashley store ~08/28/2024. I asked the salesperson to look into my previous warranty to check on it a few times, but she kept saying it was probably a 5 year and did not check. I found the paperwork and it says I have a 10 year warnty and no mention of voiding by moving. The mattress was kept on a good foundation. I have called into customer srvc and been ************************ to the store which then directs me back. I have made many trips and calls to try to resolve this & there are numerous notes on my Ashley account. The most recent times I got custmer srvc acknwldging the 10 year warnty, and sending a tech out to inspect the matrs. However, on advice of a manager at the store and a custmr srvc **** I had Ashley take the old mtrs when the new one was delivred. And last time I had the store send in something to corporate, the email response said "This is Ashley Furniture, we are reaching out to advise you that as per our terms and conditions, any change of address or moving of the furniture will VOID our 1-year warranty. If you have any questions, please call us at ************." A 1 year warranty wouldn't have been relevant to this issue. Also, note the phone number tries to sell med ************ this point, the store and custmr srvc say they can't do anything to help me. What I want is to have a credit on my new purchase for the amount I should have if you had correctly honored the 10 year wrnty on 09/2023. Even when I was trying to buy a new mattress I would have delayed if the salesperson had looked into my warranty and said I needed to get a tech out.Business response
10/31/2024
I spoke with this guest and they did not purchase in any of our store locations. *** is not franchised with any store locations in *******. Please send to correct licensee.
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Customer Complaints Summary
3,332 total complaints in the last 3 years.
759 complaints closed in the last 12 months.