Complaints

This profile includes complaints for Ashley Furniture HomeStore Southwestern's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  6910 W Bell Rd Ste B Glendale, AZ 85308-8461

  
• 

  Ashley Furniture HomeStore Southwestern

  6233 E Southern Ave Mesa, AZ 85206-3714

  
• 

  Ashley Furniture Homestore

  6425 N Decatur Blvd Las Vegas, NV 89131-2960

  
• 

  Ashley Furniture Homestore

  9200 W Sahara Ave Las Vegas, NV 89117-5749

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was delivered a dining table on 05/29/25. I called them immediately after the delivery because they had given me the wrong bench height for my dining table. The dining table is counter height and the bench was not. I have called multiple times and have made multiple claims , each time they tell me someone will reach out which they never do . I am not able to fully use my dining table and they already charged me, please help !

  

  Business Response

  Date: 06/25/2025

  Thank you for reaching out to Ashley Furniture
  Industries, Inc. We appreciate your communication regarding your situation.
  Your concerns are important to us, and we will ensure that the necessary steps
  are taken to address the matter promptly. Upon receiving your concerns, we will be reaching out to the homestore to have the new sale rewritten for the correct dining Counter Height Dining Bench.
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR
  

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/22/2025 I purchased a kitchen table with a bench, and 7 chairs. First I would like to say I had the worst delivery drivers ever. These young guys were man handling my furniture while putting it together. After they had it all set up I inspected the table and the amount of damage was crazy. I immediately pointed it out, and I was told by the delivery guy it's no big deal, just sign this and contact customer care, they will take care of it. Well, I called the store right after these guys left, and I was told I would have to speak with their "warranty" people. Here's a list of what's broken...1.) Bench cushion torn 2.) Bench seat legs not even and wobbly 3.) Crack in one of the legs of one of the chairs 4.) Two chairs the legs are uneven and wobbly 5.) There is a stain on the table top 6.) On the table leg there is a gauge So, after contacting the warranty people, I was told they would send part to be replace the broken things. Finally, I had enough with the sending me parts. I would like a refund or a full replacement.

  

  Business Response

  Date: 06/23/2025

  Thank you for reaching out to Ashley Furniture
  Industries, Inc. We appreciate your communication regarding your situation.
  Your concerns are important to us, and we will ensure that the necessary steps
  are taken to address the matter promptly. Upon receiving your concerns, the furniture was replaced out on 6/21/2025 and the delivery went successfully we thank you for bringing this matter to our attention. 
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

  Customer Answer

  Date: 06/23/2025

  [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 23470777, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Gina Gonzales
  

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2024, I purchased at this furniture store. We had an issue where 1 piece of furniture was defective and had to have parts replaced that took a very long time and an office desk set that we ordered and was delivered was not the color we were expecting "whitewash " I was told would be white in color. I was shown similar furniture on the showroom floor that the salesperson (*****) said it would be the same color as but when It was delivered and installed it was gray, not white. The store manager said he would issue a partial refund due to the error and the multiple delivery issues and broken pieces on the reclining sofa. I purchased almost $12k worth of furniture so a small refund for the inconvenience seemed fine. I was given the following case numbers for the refund to be processed and for the credit memos that were created #******** and ********. I was told I'd receive a refund within 8-10 business days, this was 12/3/2024. I still have not received a refund so I called again in January 2025. I made the purchases on a credit card that was lost and deactivated and a replacement card had to be sent out to me. So the refund could not be processed. I called Ashley store again and that a credit memo had been created by **** and was in the system waiting on a check to be processed and sent to **** called again 06/10/2025 since I still have never received a refund I was told to call *** ****** at the ************ office as he is the person who send so out the refunds as corp controller and he could ensure I receive my refund. I called *** and he said he was not the person who issues check but he would take a message and make sure somebody follows up I'm due a refund of $499.99 according to **** who ever she is but nobody has aany knowledge of when or how I might be getting this for furniture I purchased in November of last year

  

  Business Response

  Date: 06/23/2025

  Thank you for reaching out to Ashley Furniture
  Industries, Inc. We value your feedback and appreciate you bringing your
  concerns to our attention. To assist you further, we kindly request that you
  send an email to [email protected]. Please include the purchase
  order name, phone number, city, and state where the purchase was made. If
  possible, providing the sales order number will also be helpful in locating
  your account. We are committed to resolving any issues promptly and appreciate
  your cooperation in providing the requested information.
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

  Customer Answer

  Date: 06/23/2025

  I no longer wish to put any more of my energy into this matter.
  

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $99.99 to have furniture delivered it is called white glove service. A person pays extra for this service. I was told be delivered between 11:45pm-2:45pm. They did not arrive until 5pm. I had to cancel a medical appointment due to this. I was told by the Ashley employee that day in text (writing) they would be refunding my delivery fee for the inconvenience and the delivery being late. I received an email days later now stating they will not be refunding because it is basically okay their team was late.

  

  Business Response

  Date: 06/25/2025

  Thank you for reaching out to Ashley Furniture
  Industries, Inc. We appreciate your communication regarding your situation.
  Your concerns are important to us, and we will ensure that the necessary steps
  are taken to address the matter promptly. Upon receiving your concerns, we are sorry to hear that the delivery drivers were not within the time frame that was originally provided. Typically delivery fees are non-refundable but we will be honoring a one time courtesy refund on the delivery fee.
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR
  

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivered defective bed and two matching nightstands on April 19th. They told us to accept the delivery and they would be out in 4 days to fix. Have filed several complaints and they continue to say 7-10 days. They then said last week they would call in two days to exchange bed instead of fix and still no calls emails or any other communication. I want them to pick up bedroom set and refund money. I have given them plenty of time to resolve this issue.

  

  Business Response

  Date: 06/18/2025

  Thank you for reaching out to Ashley Furniture
  Industries, Inc. We appreciate your communication regarding your situation.
  Your concerns are important to us, and we will ensure that the necessary steps
  are taken to address the matter promptly. Upon receiving your concerns, the guest was approved for a replacement on the item and its currently scheduled for delivery on 6/27/2025.
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new mattress and a new foundation (M98X32) on 1/9/2025 from the Tempe store. After about a month, the bars starting coming apart on the foundation and my wife and I had to take everything off the foundation and fix the foundation. In less than two weeks after this, it did the same thing again. In the time since then we have had to take the bed and pieces apart at least 4 different times to get the bars back together on the foundation. Each time this takes a lot of time and effort to fix. My wife and I have decided that this foundation is literally just poorly built, a bad design, and not quality construction in anyway. The defect is in the design of the foundation, and a ***lacement will not do. We want a complete refund on this product because it is absolutely a piece of garbage, and it is only 6 months old. I called Ahsley's Warranty line and they refused to help me and said I had to call the store directly (even though it was the same number). The service person was very rude and abrupt with me. When I called the store, I was told that there was no way to return this product because of the strict 72 hour return policy. There is no way you could tell that this product (especially something to do with sleeping) was garbage in 72 hours or less. Especially when there is a 1 year and 10 year warranty on the product. When I expressed this, I was told by the *** at the store "I don't own the company and I don't make the policy" in a very rude tone. She said she could send a technician to inspect to ***lace, but didn't know when they would be out here, or a time frame, and told me they would just call sometime. I do not want to ***lace, I want to return, and get my money back because this is not a quality product at all, and was expensive. I have shopped Ashley's before and am usually happy with their products, and I feel like this was a major let down and that they should stand by their product instead of swindling me out of 200 dollars.

  

  Business Response

  Date: 06/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, I've carefully reviewed your case, and I see that the queen foundation was delivered to your home on January 16, 2025. While I sincerely wish we could help with a return, I notice that the first time this issue was reported to us was on June 2, 2025, which unfortunately falls outside of our return window policy. We genuinely want to help resolve any issues you're experiencing with the foundation, which is why we've offered to send a qualified service technician to inspect the item at no cost to you. I understand you've declined this option, and Ashley's furniture cannot honor a return on the foundation at this time.
  Regards, Ashley Furniture ****************Corporate Office SR
  

  Customer Answer

  Date: 06/09/2025

  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.
  

  We were never informed of a "72 hour" return period, which is absolutely unprecedented and ridiculous for any type of bedding situations. Especially since the first incident (that my wife and I repaired) happened more than a month after even purchasing it. It wasn't until we saw the structure of the piece that we realized that this was a very cheap and unsafe design for a foundation of a bed. If we would have known how this was designed and the 72 hour return period there would have been no way that we would have ever purchased this item. We have had to repair this in our own home at least 4 times in the last 6 months. We are still going to send picture to the technician (which we received that email last week), because your employee said a technician could authorize a return (which you are not saying they cannot, which is another lie). We do not want a replacement at all if this is faulty, because it will just fall apart again, we see how poorly this is constructed. If you stood by your products and your customers and cared about how your customers were treated (as I stated we got horrible costumers service), you would refund the 200 dollars right now. I am sure your company can afford that to keep us as a possible customer (because we have bought from you before), in the future. I am asking you to stand by your products and do the right thing. 
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, I've carefully reviewed your case, and I see that the queen foundation was delivered to your home on January 16, 2025. While I sincerely wish we could help with a return, I notice that the first time this issue was reported to us was on June 2, 2025, which unfortunately falls outside of our return window policy. We genuinely want to help resolve any issues you're experiencing with the foundation, which is why we've offered to send a qualified service technician to inspect the item at no cost to you. I understand you've declined this option, and Ashley's furniture cannot honor a return on the foundation at this time.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 06/16/2025

  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.
  
  You literally just copied and pasted your first response without addressing any of my concerns about what I was or wasn't told at purchase, nor the quality of your workmanship. As a customer, I do expect more, and more of an investigation and options to move forward with as a team, not just a copy/paste response from the first response. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered furniture from Ashley furniture and paid for the delivery and installment service. The people that came into my home to deliver the furniture and install it cause damage to my property. I called Ashley furniture and they told me they cannot do anything about it and that they work with the third-party and to get it resolved through them. Actually furniture did not provide me the third-party information or try to help me whatsoever. I have not heard back from the third-party company. I would like the Better Business Bureau to help me in anyway possible. This is my first time ever having an experience like this, and I dont know what to do or how to get started.

  

  Business Response

  Date: 06/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are sorry to hear about the delivery experience. We will be creating a in home damage case and the guest will be contacted within 72 hours regarding the next steps of the claim.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brand new extra large area rug has a blemish or defect running the width of the rug.I paid shipping to have it delivered, delivery people declined to return it and store says there is nothing we can do. Return it to the store It is 12x14 and weighs a couple hundred pounds rolled up. I am handicapped and could not possible do as they say. To deliver trash to my house and refuse to remove it and refund my moneys is un acceptable and a terrible way to do business. I guess they deliver trash to peoples homes and wash there hands of it disgusts me.The operator refused to let me speak to a manager and repeated that there is nothing they could do is a money grab and free trash sevice for them. Take your piece of s*** back and refund my money you bunch of theives

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are sorry to hear that the guest is not happy with the extra large rug. A specialist will be contacting the guest to discuss this matter.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 06/09/2025

  [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 unsatisfactory. As Money and effort were made by me to try and repair your cheap product. Being handicapped made that extremely difficult and should have been handled by you prior to telling me ild have to return the 12x14 area rug to the store myself wich was impossible. Now the only solution I see is to reimburse me for my time and effort by refunding my account for this carpet that needs only to be disposed of. No thanks here or pleasantries for a sale of c*** and poor customer service. It took a complaint to the BBB to even generate a response. Shame on YOU!
  
  ****** *********
  

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 2 outdoor chairs and a table on May 11th. The Ashley truck wouldn't be in my area until May 22. Received an email from Ashley May 21st within delivery times showing 2 chairs and an outdoor table. Today, they delivered a table and NO chairs. 7 phones to Ashley speaking with people from other countries where English was obviously NOT their first language with no resolve. Could never speak with a Supervisor. After exhaustion, cancelled 2 chairs that were on back order, yet no one from Ashley by phone call, email, or text messages ever let me know in the 11 days since my order, of the status. Next delivery in my area is June 12th. I cancelled the chairs and requested a refund. HORRIBLE, time wasting experience. I will NEVER buy from Ashley online again.

  

  Business Response

  Date: 05/23/2025

  Hi there!
  Thank you for reaching out and for providing details regarding your experience. We sincerely regret the difficulty you've had in obtaining support for your furniture concerns.
  After reviewing the information provided, we were unable to locate your purchase within our records. It appears that your transaction was not made with our Ashley HomeStore licensee. As each Ashley HomeStore location is independently owned and operated, we recommend filing your BBB complaint directly with the licensee from whom you made the original purchase, or contacting the store location where the sale took place. They will have access to your sales information and will be in the best position to assist you.
  We understand how frustrating this situation must be and hope that your point of purchase is able to provide the service and resolution you deserve. If you have any questions about whether your purchase may be associated with our location or need help identifying the correct licensee, were happy to assist as best we can.
  Thank you again for your understanding

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a corporate specialist reached out to the guest after discussing this matter with the warehouse. Based on the guests zip code we only deliver to the area twice per month we are able to accomodate the guest and deliver as soon as 6/05/2025 we are waiting on a response from the guest to make the changes. 
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a online order with Ashley Furniture on May 16th for a: sofa, recliner, set of end tables, 3 bar stools and dinette set to be delivered May 31st. I checked my email less than an hour later to confirm. However the only items that was set for delivery on May 31st was the recliner and sofa, everything else was coming before. I immediately called asked for everything to be delivered on May 31th because We wasn't moving in until then and that no one would be there. The agent said that he would cancel the order. I started receiving emails that the items are still on the way. I been calling them since May 16th until today May 22nd to cancel this order that was charged to me. The last person I spoke said everything was canceled except the bar stoles and to reject the delivery when it comes. I explained again we don't move in until May 31st and no will be there. He said that it was nothing he could do about it and hung up the phone. I'm requesting my refund for the bar stools I didn't received and canceled.

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, Ashley's furniture processed the remaining refunds to the guests Acima account. Thank you for bringing this matter to our attention.
  Regards, Ashley Furniture ****************Corporate Office **