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

  661 Mall Ring Cir Henderson, NV 89014-6619

  
• 

  Ashley Furniture Homestore

  91 S Martin Luther King Blvd Las Vegas, NV 89106-4340

  
• 

  Ashley Furniture Homestore

  9200 W Sahara Ave Las Vegas, NV 89117-5749

  
• 

  Southwestern Furniture of Wisconsin, LLC

  13177 S 135 W Draper, UT 84020-8439

  

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:08/29/2024

  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 sofa/loveseat set from Ashley Furniture in August 2023 and the furniture was delivered on 8/26/2023. The sofa and loveseat were $2000. After about six months of use, and I live alone, the sofa and loveseat began to accumulate transfer from clothing and fabric, such as a throw, placed on the furniture. After less than a year, the furniture is unsightly, discolored, dingy, and looks terrible. I called Ashley Furniture and was told by OVERSEAS customer service that the ******************** was still covered by the manufacturer warranty for ONE YEAR. I was told I would receive an email, and to attach photos of the furniture transfer and discoloration to the return email, and then to call when they were sent. I did exactly as instructed, and was told a "technician" would come to my home and take photographs and inform me how Ashley would resolve the issue. I wanted the furniture to be replaced with a different set. I was given an appointment date and time. CHANCE from the local Ashley store came to my home at 7:35 a.m. on 8/22/24, and took photographs. He told me he would "replace the cushions", and I demurred, saying that I would prefer a different set, since the same thing would happen to the replacement cushions. ****** left and told me I would be contacted in the next ***** hours by customer service in *******. No one contacted me. On Tuesday, 8/27/24, I called Ashley ***************** and was eventually transferred to the local store, where I spoke at length with *****. ***** informed me that ****** had "closed the case" since I had "refused" the offer of "replacement cushion CASES". I told ***** that ****** had not informed me that he intended to "close the case", and that "replacement cases" were the only recourse I would have. ***** also said that ****** informed him that he had NOT told me I would be contacted again by ***************** CHANCE lied and there has been no resolution to my issue.

  

  Business Response

  Date: 09/02/2024

  Thank you for reaching out to Ashley Furniture Industries, **** We appreciate you contacting us regarding your situation. Your concerns are important to us, and we are committed to addressing them promptly.
  We are currently consulting with Ashley Furniture's quality department for a second opinion based on the pictures taken by our service technician during their visit to your home. Once we receive their assessment, we will determine the next steps for your open claim.

  Regards, Ashley Furniture Industries, ****Corporate Office SR

   

• Initial Complaint

  Date:08/22/2024

  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.

  10/02/2023 SALE TOTAL ******** Tax - Delivery ($********)Total Tax - Delivery (9.10 %) ****** GRAND TOTAL ******** PAYMENT RECEIVED 0.00 BALANCE DUE ******** I needed a couch, sectional, grey or darker in a light hue, that was pet/child proof. Finally- I found the one! It was perfect. We drew up a plan, where the chaise would set, and all of the other things that go along with a furniture shopping experience.Fast forward--Delivery day.. The couch get's into my house, and I'm thinking to myself, this looks different, it looks smaller! But, to be honest.... There was so much going on that day. We're in the middle of a move, etc.I didn't think anything else of it, as I had a million things going on. Half an hour goes by, and EUREKA- It came to me! It was the WRONG couch. My bad, I signed the invoice. The couch I ordered was darker grey hue, this couch is a light ash grey color! This was not the couch we discussed. She wrote down the WRONG sku on the slip.I call the store and ask to speak with either her or the manager. Weird, they aren't available. Call the store the next day, right at 10AM. Weird, they're not available AGAIN! At that point I felt defeated and stressed... I call corporate, they say someone will be in touch with me within 72 business hours. Didn't hear anything from them until Friday.. So, that was 5 business days, not 3. They then email me and say since I signed the slip, they can't do anything, can't take back the couch, per their policy, to call the store. I then call the store, I finally got ahold of ******* the *** Fast forward to present day: I have emailed SEVERAL times to the ** and to his assistant with NO results. I have called corporate on several occasions. With NO call back or result to resolve my issue.

  

  Business Response

  Date: 08/22/2024

  Thank you for contacting Ashley Furniture Industries, **** We appreciate you bringing this situation to our attention. Your concerns are very important to us, and we are committed to taking the necessary steps to address the matter promptly.

  Following the receipt of your concerns, our specialist has been in communication with the consumer. We sincerely apologize for the experience you had and the error in the paperwork from 2023. We are currently collaborating with the Lynnwood Home store management to work towards a solution and improve the experience.
  If you have any questions, please feel free to reach out.

  Regards, Ashley Furniture Industries, ****Corporate Office SR 

  Customer Answer

  Date: 08/22/2024

  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.
  
  They have NOT yet come up with a solution, so I am keeping this case open. The nice lady stated that she will see what she can do then get back to me. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/26/2024

  We have partnered with the Lynnwood Home Store and are actively working to resolve this issue for you in a timely manner.

  Regards, Ashley Furniture Industries, ******************** SR

   

• Initial Complaint

  Date:08/21/2024

  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 purchased a ******************* 5/16/24. I was told that I had 90 days to try the mattress, and if I did not like it, I could return it. Before 30 days, I reached out and explained the mattress was not comfortable and I could not sleep on it. They informed me that I had to wait at least 30 days. After 30 days, I returned to the store with the same complaint. The mattress hurt my back. At that time, I was told that nothing could be done. I am a 90 year old woman and was lied to originally telling me that I could return the mattress. After complaining at the store with no resolution, I told them I would contact my lawyer and walked out of the store. The store manager then followed me out of the store and claimed he called corporate and they said I could pick only (1) out of (3) different mattresses. My understanding was I could pick ANY different mattress and of course if it was a more expensive mattress, I would have to pay the difference . They gave no indication of that and said I would need to pick one of those. I didn't want to lose more money, so I chose (1) of the (3) they offered. I have tried to sleep on this mattress and I can not. It is very uncomfortable. I was pressured into picking one of them with no time to research to pick. I am asking for a refund of the mattress & base. If they are not willing to refund, I would accept an in-store credit for those (2) items. I did also try to reach out to Ashley Corporate before filing a report w/BBB and my claim was denied. This is elder abuse.

  

  Business Response

  Date: 08/22/2024

  Thank you for reaching out to Ashley Furniture **************** 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 ***************************************************************************** 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 ****************Corporate Office SR

  Customer Answer

  Date: 08/22/2024

  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.
  
  The only offer I received from Ashley Furniture appears below.  No solution other than to email.  I am awaiting a response to my email to them.

  MESSAGE FROM BUSINESS:
  
  Thank you for reaching out to Ashley Furniture **************** 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 **************************************************************************************************************************. 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,
  
  **** *******

  

  Business Response

  Date: 08/26/2024

  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, On 5-24-2024, Ashley Furniture delivered item number #********M - TEMPUR-ProAdapt Medium Hybrid Queen ******** to the customer's residence. The customer reported that the mattress was too soft, and a reselection was approved by the home store manager. Subsequently, SO#********* was created, and item number #********M - Beautyrest Black Hybrid CX-Class Plush Queen ******** was delivered to the consumer's home on 7-19-2024. The consumer has since called back, reporting that the newly reselected mattress is also uncomfortable and that she is unable to sleep on it. She has requested a return of the mattress, platform bed frame, and recliner. At this time Ashley' furniture would not be able to approve a return on the items, as a courtesy, we can approve another reselection credit on the mattress and on the rocker recliner.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer Answer

  Date: 09/03/2024

  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.
  
  I received an email from Ashley agreeing to a reselection; however I emailed back (2) times since to work on the details on the return and reselection and no one has responded.

  I need to know how I can arrange the pickup of the return and details regarding the reselection. 

  
  Regards,
  
  **** *******

  

  Business Response

  Date: 09/06/2024

  Greetings,

  The Re-selection credit would need to be used at the Homestore you originally purchased from.  Once you agree to his we can process the credit in the system and you can visit the local homestore to make a new selection.

   

  Thank you,

   

  Customer Answer

  Date: 09/06/2024

  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 have thoroughly explained that I am moving 9/14 to *********  If I reselect in ***************, will they deliver to ********?
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 09/10/2024

  The reselection must be made in *******, as the credit cannot be transferred to ********. Additionally, since the bedding items were not delivered defective, we are unable to process a return for the furniture.

  Customer Answer

  Date: 09/10/2024

  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 have thoroughly explained she was moving.  We are only looking for a return of the mattress.  We will keep everything else and not seek any type of reimbursement of credit for the bed frame or recliner.  If we can not reach a mutual agreement, we will also file a complaint to the Arizona Attorney General as Ashley Furniture has absolutely taken advantage of an elderly person.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 09/11/2024

  Hello,

  Ashley Furniture is currently requesting pictures of the Queen mattress to review its condition and determine if any further action can be taken.

  
  Thank you.

• Initial Complaint

  Date:08/16/2024

  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.

  Back in December 2023 we purchased a couch from ashleys on our ashley credit thru concora credit with the promise of 12 month no interest promotional period, we began making payment and since we were paperless never checked our statement until we received a notice from concora that our interests would go up, so we called to see if maybe letter we received was a mistake, concora informed us we did not have promotional period attached and i would have to contact Ashley's. So that began a back in forth battle with Ashley's furniture's customer service that says i need to contact store directly and was transferred and confirmed with them i was suppose to receive promotional period and there manager would call me within 2 days. No call after two day called store no response was transferred to customer service, they transfer me to store no response, i then found corporate number explained my complaint they told me they would call me back in few days and no response as of now i spoke to the actual store july 29th and spoke to corporate August 2nd

  

  Business Response

  Date: 08/20/2024

  Thank you for contacting Ashley Furniture Industries, **** We value your communication regarding your current situation. Your concerns are important to us, and we are committed to addressing them promptly. According to our records, you signed and agreed to a 12-month no-interest promotion. Unfortunately, we are unable to alter the financing paperwork once the sale has been finalized. However, I will reach out to the Avondale Home Store to verify the paperwork and ensure everything is in order.

  Regards, Ashley Furniture Industries, ****Corporate Office SR

  Customer Answer

  Date: 08/20/2024

  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.
  
  The store did not uphold the 12 month interest free commitment and Im currently making interest payment on my purchase, so although store acknowledges the agreement the Avondale store do not uphold there agreement 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/21/2024

  We have collaborated with the Avondale Home Store, and a sales representative will be in touch with you shortly to provide further details.

  Regards, Ashley Furniture Industries, ******************** SR

  Customer Answer

  Date: 08/21/2024

  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 

  move heard this before Ive been waiting for a response from store for over 3 weeks 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 08/21/2024

  Hello *****, 

  We have received notification that the Avondale Home Store spoke with you today. According to the paperwork, you signed and agreed to 12 months no interest. At this time, we kindly request that you contact Concora to verify that they have the correct paperwork following the transition from ******* to Concora.

  Regards, Ashley Furniture Industries, ******************** SR

   

• Initial Complaint

  Date:08/11/2024

  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.

  We ordered several pieces for a sectional couch from ****** Furniture online after going to the store. We were originally quoted 6-8 weeks in the store which we confirmed online. We placed the order on 5/4/2024. After 8 weeks with no contact from ******, we made several attempts to call them. We were told several times that their system was down and we should call back the next day. We were able to find a representative that could locate our order, but they had no estimated delivery date. On 7/26 (12 weeks after we placed the order), we received an e-mail confirming that our delivery date would be 8/16, which would be 15 weeks after we placed our order. On 8/10 my wife received a call from Ashley that they would not deliver our furniture on 8/16 and pushed our delivery date back to 9/3 and did not provide any additional options or information. I've attempted to call ****** several times but no one will help **** called my local Ashley HomeStore in ********, ID today to inquire about availability on the furniture that I ordered in May. They told me they should have it delivered to me in 3-4 weeks, which is extremely frustrating after waiting over 3 months with no furniture and ZERO communication.I would like someone who has information about my order to contact me from ****** Furniture and confirm when we will actually get the items we ordered and help me understand why we were given the wrong delivery timeframe when we ordered. I also would like to understand why it takes so long when I could have gone into the store and received it so much quicker.

  

  Business Response

  Date: 08/12/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 is currently scheduled to get delivered to your residence on 9-3-2024. If you have any questions or concerns please let me know.

  Regards, Ashley Furniture Industries, ****Corporate Office SR

  Customer Answer

  Date: 08/13/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 08/14/2024

  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.
  
  I cannot find anyone at Ashleys who can speak to me about this issue. The new delivery date will not work as we will not be available to receive the furniture. My concern is this is the 3rd time the expected delivery timeframe has changed and weve now been waiting 15 weeks for our furniture deliver. Im concerned that after 10 calls to customer service, only 1 person has been able to find my order. Can someone call me at ************ to discuss our options?
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/19/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 is currently still scheduled to get delivered to your residence on 9-3-2024. I will make contact with you today to discuss other available options. 

  Customer Answer

  Date: 08/20/2024

  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.
  
  No one made contact with me. Ive called the customer service line and they cannot find my delivery reservation. I was left on hold and disconnected after 20 minutes.  What does it take to get someone to call me and tell me where the furniture I ordered over 15 weeks ago will arrive? I will not be at home on 9/3/24, but no one at Ashleys knows whats going on to help me change my order.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/21/2024

  Hello ******, 

  I apologize for the delay in our response. Please be informed that the delivery has been rescheduled from September 3, 2024, to September 10, 2024. If you have any questions or concerns, feel free to reach out to me.

  Regards, Ashley Furniture Industries, ******************** SR
  

  Customer Answer

  Date: 08/29/2024

  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.
  
  I will close out the case once the furniture is received in good condition.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/07/2024

  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.
  
  I just received a call that only part of our sectional will be delivered Tuesday. Well be missing a piece so I dont think well be able to put it together to use whats being shipped. I need someone to call me and confirm how the pieces go together because, if not, Id rather not have to store a partial piece of furniture for weeks until you can get the missing pieces. Please call me ASAP so we can decide what to do. Its now been 18 weeks since we placed the order and were only getting some parts of the piece of furniture we ordered?

   
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/09/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 is currently scheduled for tomorrow and the wedge is the only item that is on back order which would be delivered at the end of the month. Please let me know if you have any questions. 
  

• Initial Complaint

  Date:08/08/2024

  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 a cofee table and side table. upon delivery i saw scratches and dent on both tables. when I told the delivery peapole they advised to schedule a service with their technician. long story short ******** came and tried to cover the scarteshe with marker which stand only for one day and now i see them all back. Ashley refuses to get their deffective product back by saying " all in store sales are final".

  

  Business Response

  Date: 08/12/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 service technician visited your home on 8-2-2024 and completed a repair on the item. Currently at this time the return request has been denied, but we are more than happy to offer some sort of discount to keep the item as is. We look to hearing back from you.

  Regards, Ashley Furniture Industries, ****Corporate Office SR

  Customer Answer

  Date: 08/13/2024

  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.

  I replied to their email and they didnt respond. They sold me a defective product and not taking responsibility. 
  
  [Please type your response here.]
  
  Regards,
  
  ***********

  

  Business Response

  Date: 08/19/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 does have two available options for you and a specialist will be in contact with you regarding your claim.

  
  Regards, Ashley Furniture Industries, **** Corporate Office SR

  
  

• Initial Complaint

  Date:08/08/2024

  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.

  On July 6th I had a Sectional Sofa and coffee table delivered. The "White glove delivery" was so bad that they broke the reclining mechanism on both ends of the couch. I requested that they be replaced and was told that first I had to see if they could be repaired. A Technition came out a week later and said by replacing the entire mechanism on the bottom of both ends of the couch, it "Should" fix the issue. It has been 3 weeks and I have not heard a peep from Ashley regarding the repair. When I called them today they told me End of August, or sometime in September they will have the parts and can then schedule the repair. I was offered a $200 adjustment by the store for the broken furniture which doesn't even cover the "White glove delivery" Charges. I would like new furniture delivered or at a minimum $500 credit.

  

  Business Response

  Date: 08/12/2024

  Thank you for contacting Ashley Furniture Industries, **** We appreciate your communication regarding your situation. Your concerns are important to us, and we will take the necessary steps to address the matter promptly.

  After receiving your concerns, a specialist spoke with you this morning and approved an exchange for the two defective pieces. Additionally, compensation was offered for the inconvenience.
  Please let me know if there is anything else I can assist you with.

  Regards, Ashley Furniture Industries, ****Corporate Office SR

   

   

  Customer Answer

  Date: 08/22/2024

  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.
  
  Parts to repair furniture were on backorder, replacement couch was on backorder, so I asked the company to come pick up furniture and refund me for my purchase. Furniture was picked up as of 8/14/24 but the refund for this has yet to even be processed by Ashley. Not has been processed but am waiting for my bank to post, has not yet been processed. No response from Ashley as to why it has taken over a week to refund me.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/26/2024

  Hello ******,

  A refund of $2,576.78 has been processed to the consumer's **** card on 8-23-2024. We kindly ask that you check your account to confirm the credited amount.

  Regards, Ashley Furniture Industries, ******************** SR

• Initial Complaint

  Date:07/30/2024

  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.

  I purchased a cleaning/replacement warranty with this companies tigard store. It is on a Coprorate level. When connected to clean the couch, we were given a number to call. They refused to clean the couch if outside of 3 days. This wasn't part of the agreement so I called them and asked them to honor the agreement or refund the $424.40. They have done neither. I've been in contact with ********************************** ***** from their **************** as well as *******************. I was asked to confirm my address as they couldn't refund it to my card and have never heard from them again. I've asked for an update on 6-26, 7-12, and 7-19 this year as well as reaching out to ******************* who was the original **************** person. I feel I'm being ignored at this point. They have fraudulently taken my money with a promise to clean that couch for 5 years after the original purchase. I wish I could *** them as they get their sales people to do this to everyone at all their locations nation wide.

  

  Business Response

  Date: 07/31/2024

  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, the refund check in the amount of $424.40 was turned over to **** on 7/25/2024 we do ask to please allow ***** business days for the check to be delivered to your residence. 

  Regards, Ashley Furniture *********** ****Corporate Office SR 

  Customer Answer

  Date: 07/31/2024

  [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 satisfactory to me, once complete.   If not complete, I will be creating another complaint on Aug 8th after the mail truck comes by.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/12/2024

  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.

  My husband (***********************) and I bought four barstools from this location on October 8th, 2022 at 5:16 PM. We also purchased the five-year premium protection plan. On the plan, it clearly states "Automatic Registration: No forms to mail. No numbers to call. You are automatically registered at the time of purchase and are eligible to receive immediate coverage."However, my husband and I moved and put the chairs in a moving truck, and the leather got scratched. We called Ashley, and they gave us the warranty number to call. We called the warranty number, and they said they couldn't find us in their system and asked for our receipt. There was a lot of back and forth between the Warranty place and Ashley Homestore since we were never set up in their system. Finally, my husband and I just went into the store location last night to get a solution. However, when we went in, the guy said he couldn't do anything for us, and to call again tomorrow (which is now today, July 11th) and speak to his manager, *******. My husband called ******* today, and she was very dismissive. Saying things like "There's nothing we can do for you. It literally works automatically and there's nothing we can do. Sorry." & "At best, the most we could do is to refund the money you spent on the warranty and not get the warrantied chairs back."I am appalled by the disgraceful service I have received from Ashley Furniture Homestore in ******. Despite providing indisputable proof that my issue is covered under warranty, my claim has been wrongfully denied by fault on their end by not setting us up in their system. This blatant disregard for the warranty terms and customer satisfaction is unacceptable. I have lost all respect for this company and will make sure others are aware of the deceitful practices. I request that they immediately review my case and honor the warranty, as initially promised.

  

  Business Response

  Date: 07/15/2024

  Thank you for reaching out to Ashley Furniture *********** **** We want to express our empathy for the situation you are facing. We understand the importance of addressing your concerns promptly and finding a resolution.
  After our review, we found that your furniture is covered by a 1-year MFG Warranty, which unfortunately expired in 2023. Additionally, it appears that the furniture was damaged during transit while you were moving it, which is not something that we can cover under the warranty. We understand that you were refunded $49.99 for the furniture protection plan, and although we understand that this may not be the outcome you were hoping for, please know that we take your concerns seriously and will address them appropriately.

  Regards, Ashley Furniture *********** **** Corporate Office 

  

  Business Response

  Date: 07/15/2024

  Hello ********, 
  
  Thank you for reaching out to Ashley Furniture **************** We want to express our empathy for the situation you are facing. We understand the importance of addressing your concerns promptly and finding a resolution.
  
  After our review, we found that your furniture is covered by a 1-year MFG Warranty, which unfortunately expired in 2023. Additionally, it appears that the furniture was damaged during transit while you were moving it, which is not something that we can cover under the warranty. We understand that you were refunded $49.99 for the furniture protection plan, and although we understand that this may not be the outcome you were hoping for, please know that we take your concerns seriously and will address them appropriately.

  Customer Answer

  Date: 07/22/2024

  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.
  
  On my receipt, it says "********* *FURNPRO 5 YEAR FURNITURE PROTECTION ***** ***** 0.00 1 *****" 

  NOT 1 year, so this should not be expired. Also, under what's covered it says "ACCIDENTAL rips, tears, punctures, ***** & singe marks." 
  
  I am extremely unsatisfied with the service provided by both the phone conversations and in-person conversations we've had with Ashley. Surely a big corporation such as yours should be able to provide a better response than "refunding the warranty" 

  I am requesting either a FULL refund of the chairs, or for my chairs to be replaced.

  
  Regards,
  
  *************************

  

  Business Response

  Date: 07/24/2024

  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 offers a 1 year MFG warranty which starts on the day that the furniture was picked up from the warehouse which that expired on 10/08/2023. The 5 year protection plan costs $49.99 which was refunded to you on 7/12/2024 so you no longer have the additional coverage with the furniture protection plan GBS since you accepted the refund of $49.99. Ashley's furniture will not be able to assist with furniture that was damaged during transit of a moving truck that you used to transport he furniture to a different location. While we are certain this is not the outcome you desired, rest assured that we did not take this issue lightly.  We hope you understand our position but, we will consider the matter closed. 

  Customer Answer

  Date: 07/24/2024

  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.
  

  This is absolutely ridiculous. We did not ASK FOR or ACCEPT the refund. Someone initiated the refund on your end without confirmation from us which is unacceptable to say that we no longer have the warranty. No one asked us if that was a solution to our issue. Also, the furniture was not damaged DURING transit. It was damaged being put into the truck from the floor, which is still considered an accidental tear. They were torn before the transit occurred. I urge you to do the correct thing and fix the issue that was made on your end with our warranty that was never correctly set up. If this was set up properly, we would not be in this situation right now.

  If you would like to recharge the card to "take back" the refund, by all means go ahead because I could care less about getting the warranty refund money back. My issue here is I am either going to receive a full refund of the chairs so I can purchase new ones, or you can send us new chairs. These are the only acceptable options as according to the warranty i ALREADY PAID FOR.

  Regards,
  
  *************************

  

  Business Response

  Date: 07/24/2024

  Despite our efforts to contact the customer via email, we did not receive a response. The customer chose to communicate their concerns through the BBB platform. We want to address the issue with the barstools that were delivered in 2022. It appears that the damages occurred when the customer moved the items to a different location. It is important to note that Ashley's Furniture does not cover damages that happen during transportation.
  Furthermore, the 1-year manufacturing warranty expired in 2023, and the furniture protection plan does not provide coverage for damages during transit, which is why the claim was denied. As a gesture of goodwill, we processed a refund of $49.99 for the cost of the protection plan.

  At this time, Ashley's Furniture is unable to process replacements, order parts, or service the barstools. We have requested that this complaint remains closed, as we are regrettably unable to offer any further assistance to the customer. We apologize for any inconvenience caused and appreciate the customer's understanding in this matter.
  
  Regards, Ashley Furniture *********** ******************** SR
  
  
  

  Customer Answer

  Date: 07/24/2024

  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.
  
  As mentioned again, the barstool were NOT damaged during transportation. They were damaged being put into the truck BEFORE transportation. 

  Neither me or my husband received emails, which also does not mean that you can go ahead and refund the warranty amount out of "good will". We paid for the **** warranty, so warranty our barstools or refund us the amount so we can either repurchase them, or purchase barstools from another company that will not treat us with such disrespect. 

  I have never received such bad customer service from anywhere. No wonder you have a 1 star rating on BBB. You treat your customers horrible. I will spread word to all friends, family, and social media to never purchase from an Ashley Furniture location as you will not honor your warranty policies and will do nothing to remedy the situation.

  Regards,
  
  *************************

  

  Business Response

  Date: 07/25/2024

  According to our records, we received a phone call from Treydon the account holder on 7/10/2024, requesting to file a claim for the barstools. Unfortunately, the claim was denied. However, as a courtesy, we offered a refund of $49.99 for the warranty. 

  Please note that Ashley's Furniture cannot provide any further assistance in this claim, such as an exchange, ordering parts, or servicing the barstools. Furthermore, you do not have any coverage through the furniture protection plan. We have already conveyed this information multiple times to the consumer, who has expressed a refusal to accept it. Therefore, we kindly request that the claim remains closed.

  Regards, Ashley Furniture *********** ******************** SR

   

  Customer Answer

  Date: 07/25/2024

  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.
  
  ******* called to ask about making a claim, and that's when we ran into the issue where the warranty place could not find our record of the warranty purchased because something didn't get set up right on your end. I don't know how many times I have to repeat myself that we never asked to be refunded for the warranty amount. We PAID for the warranty, and I will not accept that you cannot do anything more for the situation. His claim didn't get "denied" due to the damages, it was never put through because we couldn't get anyone to find our record. This is service is so f****** bad. I have never been so disrespected by a company before. You are going to end up losing more money than its worth because me or my family or friends will NEVER purchase anything from an Ashley Store again. **** right I am "refusing" to close this request, because there is ALWAYS something you can do to rectify the situation, and I will not accept refunding the warranty, because that is so ****** up. Please read back through the f****** conversation to see what is ACTUALLY going on here, as you are getting stuck up on one thing, and are not even reading when I'm saying. 

  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/10/2024

  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.

  Ashley Home Store. *******************************************************I've had a horrible experience with this store. I spent quite a bit of money for furniture and delivery plus set up, but they didn't have part of my purchase available so they direct shipped the last part of my order. I was told in store to expect it a month later, then I never received the last part of my shipment. I called the store and was told by corporate/admin office representative ***** that I'd receive a call from supervisor **** at the *******, ** location that day on 07/09/2024. He never called me. The next day on 07/10/2024 I called in only to find out they said my order was delivered when I was waiting for it all day (literally watching my street) and it was not in fact delivered, then told "oh no, the date of delivery for direct ship is 7-10 days from the date they tell you delivered" and they won't do set up, even though I paid for set up and delivery and it was the ******* store's responsibility that they did not have my item in stock- nor did they let me know the delivery date on the direct ship- hence my call in. 07/10/2024 I worked with their automated service and phone representatives and we could not reach anyone in the office, and I was told today 07/10/2024 that an email was sent on my behalf. I am still waiting on a call from ****, the supervisor/manager, and I am still waiting to find out when my purchase will be delivered and set up when I paid for both services over a month ago. I asked for a tracking number and was not provided with one. I would like them to finish the job, contact from the supervisor ****, and as I was supposed to receive my items and contact by him earlier, I feel my money has been misplaced and credit is due in terms of expenses on the company rather than them charging me when I did not get my full order in the time allotted.

  

  Business Response

  Date: 07/11/2024

  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 specialist will be reaching out to you to further investigate the claim. 

  Regards, Ashley Furniture *********** **** Corporate Office