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Complaint Details
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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.Initial Complaint
10/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Four items were purchased on 10/3/2024 for $757.73 (paid fully via a debit card) at **********, ** store, address ************************************ from sales professional ****** ******. Order was entered as a customer pickup at warehouse on ********************************************* ***** cancelled the order on 10/4/2024 via text to ****** ****** at **********. He responded that day to ***** that the order was cancelled and that we would receive a credit back to the original credit card within 3 business days.***** called *************** on October 9th at 1:05 pm and talked to an employee that indicated the cancellation order was missing some information. She corrected it and submitted it and stated a credit would be received within 3-5 business ******* date the original debit card has not been credited the $757.73 for the order cancellation. We want the full credit to be issued ASAP as we never took possession of the furniture.Business response
10/29/2024
I spoke to ***** and informed that the refund was submitted and processed 10/28/2024. Guest husband will have to check the account. I will follow up by *** Friday to confirm they did receive the refund.Business response
11/01/2024
I left a voicemail for **************.Initial Complaint
10/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Update: 10/17 spent an hour going home for the delivery to find out there was damage to couch. As of today still havent gotten my $250 refund from **** or **** the manager. My other sofa I had to wait 1 hour for it also to be damaged. They sent out ***lacement seat cover. Tons of false promises, wasted time and energy. Ive been waiting since August for my couch set to be done. The *** then left me and the delivery people on hold so I refused delivery they have no update when my furniture can be redelivered. They also damaged my door and no recourse for that. Also everyone at their customer service line cant speak a lick worth of English.I regret ever stepping foot in Ashley Furniture. I ordered furniture back in August, and they seemed eager to get my business over ******* with false promises. I was told my order would be delivered by 9/15. Fast forward to 10/11, and only half of my order is being delivered. When I contacted the store manager, ****, he couldnt explain where the rest of my order was or why it wasnt coming. His suggestion? I should get a refund and buy somewhere else! ****, another manager, promised a $250 credit for the delays, but that still hasnt happened.I have had NO furniture in my living room since August 16.A1) didnt work at all. It didnt show any information on when they were coming, leaving me in the dark. Then, I got a call saying their drivers couldnt wait for me and had moved on. They admitted they didnt notify me when they were on their way, which they should have done.This has been nothing but a series of delays, broken promises, and a complete lack of communication. Ive spent hours on hold, rescheduled my life around their constantly changing delivery dates, and theyve wasted my time and energy. Ashley Furniture clearly makes empty promises just to get your business, but they cant follow through. I just want my furniture delivered, my promised discount applied, and to never deal with this company again.Business response
10/31/2024
I left a voicemail for ************. DSG is not franchised with any store locations in *****. Guest did not purchase in any of our store locations. Please send to correct licensee.Initial Complaint
10/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On October 5th, I purchased a chest drawer from Ashley's Furniture for $429.00. The company has made two attempts to resolve the issue concerning the damaged product. This ongoing situation has taken up valuable time that I could have otherwise devoted to my professional responsibilities, as I have consistently received another damaged item. I am seeking a resolution that ensures the item is delivered in satisfactory condition, free from any damage. Additionally, due to the inconvenience caused, I would like to request a 50% - 100% discount on the total amount, considering that I initially picked up the item myself from the distribution center (*********************** **********, ********) and transported it up a flight of stairs, incurring gas expenses for a product that was ultimately damaged. Furthermore, during the second delivery attempt, I had to adjust my work schedule as a teacher from 1:45 PM to 4:45 PM to accommodate the delivery, which occurred after my working hours, resulting in a loss of income.Please be advised that my complaint is directed towards the distribution center at ***************************************** ********************.Business response
10/29/2024
I called ************ and the mailbox is full. I show there was an exchange for the dresser on 10/26 and no issues were reported.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im writing due to issues with little to no customer care by staff we have been dealing with in store and on the phone. My daughter moved and wanted to buy a bedroom set.On delivery they did not have hardware to assemble as needed. They reported the issue and someone would get back with ****** daughter called that night and was advised that distribution would call her. 2 days she called **** the mgr - left two voice message. She drove to store and was told **** would call ******* 6, I called customer support. Was advised he was going to escalate it to an Emergency Level. Someone should get with her in 1 to 2 days I advised 1 to 2 days is unacceptable. She has had 3 back surgeries and is having to sleep on the floor. He said would xfer to a Supv This guy should in no way be a supervisor and was Very arrogant & unconcerned they have done all they can ***** I called Pauls cell - Voicemail. I headed for the store. Asked for mgr A gentleman walked up shortly and I asked if he was the mgr? He said YES. His name was ****. **. You do exist. I asked where things stood getting her 100% ?He said he was discussing the issues with ******************* are going to get with her. I asked why it took a week or answer her 2 voicemails or my call earlier. must have just missed them I advised it was apparent that customer care stops after the sale. He said *** we all handle customer needs differently & it was apparent we did not meet your needs. With nothing done in a week that was so clear!He said there was nothing he could do that it was out of his hands. I said there are times when you need to pick up the phone and call a counterpart and say. Hey. I have an issue: we dropped the ball on a customer and I need to get this whole ASAP. He said Im sorry but thats not how we do business.I started to walk away and said well I hope you have her fixed up in 48 hrs.His reply Well I really doubt that will happen!Business response
10/22/2024
I left a voicemail for ************ today.Customer response
10/22/2024
Yes ****** left a voice mail advising they needed more details on my daughters order and she sent me a email if I would ***ly back with details. ****** I received no email. ******There was only her first name in the message and no callback. ****** ******So I called the number she called me on and spoke to a ***. ****** The *** connected me to a lady in their escalation **** and she advised my daughter was already working with a *** there and only my daughter could address the needs of her order. ******I advised after my daughter got no help I wrote the CEO and the BBB. ****** She told me ****** handles the BBB issues and she would get with her on the details of the order. ****** ******Thats all I have heard .Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a sofa, love seat, chair and a half, & ottoman. The items were delivered on 10-1-24. The sofa was defective so I did not accept delivery on it & requested a different sofa. I also asked for the chair and half and ottoman be returned as well. It did not fit in my living room. I was told I would receive a refund for the chair and half and ottoman. I called a few days later and was told I would receive a refund within 7 days and it was under review. I also lodged a complaint on the delivery because it was not white glove deliver service which I paid $400 for. They manhandled the furniture. Forward to 10-11-24. The sofa was delivered, but I was told the chair and half and ottoman was going to be delivered as well. I told the service that was incorrect and that I should have received a refund by now. I request led to speak to a supervisor 3 times in several hours and several different phone calls. No one would call me back. I was told they were out to lunch or always some other lame excuse. The. I was told it be 7-9 days before I received my money back. And that someone would call me back. I have furniture numerous pieces of furniture from Ashley over the years. I have never experienced this much incompetence from the worlds number furniture store dealer. Horrible customer service and I am still out over $1500.Business response
10/24/2024
I spoke to ****** today. Guest informed of all of the issues from the day of delivery until today. Guest was finally refunded for the cancelled item and received refund of half the delivery. Apologized to guest and informed that his complaint will be posted and will hope that should he return to Ashley to reach out and we can better assist him. Refunds have been completed. This is closed.
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Customer Complaints Summary
3,318 total complaints in the last 3 years.
754 complaints closed in the last 12 months.