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.

close

Find a Location

Ashley Furniture HomeStore Southwestern has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/07/2024

  Type:Delivery 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 Nov 14, 2023 I put a down payment on a couch. I was told that the couch I purchased would be in stock on Dec 10, 2023. I finished paying it off on Dec 7, 2023. I was then told after finishing my purchase, that the couch was on back order until mid December. Mid December came around and my salesman called me and said it would be end of Dec/early Jan. ***** time I called, I would get the same excuse, still on back order. On March 8, 2024, the Asst. ******* (********) called me saying that the couch was actually discontinued and blamed the previous owner (*******************) for the issue. I was told I could get my money back or get a different couch with the $781.54 credit I had. I went in the store the next day March 9, 2024, and picked a different couch. I had a difference of $78.07 owed to me after the purchase. The salesman told me he did not know who was sending out the refund checks, but it would be mailed to me. I still have not received that check for the difference of $78.07. On top of that, last week on the 21st of March, I received an email confirming the delivery of my couch for March 25th. The couch was not delivered and no one called me to tell me it wouldn't be delivered. After multiple unanswered calls to Ashley on March 25th, I finally spoke to someone and they said it would be another week. I've heard that before. So I went to Ashley Furniture on March 25th and asked for a return of my money, because I know longer wanted the couch due to bad customer service and constantly being told that my couch was on back order. I requested to speak to a manager/asst. manager 3 times and both employees I spoke to refused to get the manager for me. The lady at customer service helped me with my return but was clueless on who is doing the returns and how long it would take. She said I would receive an email about my return and to this day, I have not received an email and no checks have been received. I am owed a total of $781.54.

  

  Business Response

  Date: 04/23/2024

  This order is no longer affiliated with ******************* Furniture. This order was moved with the transition to Ashley Furniture.Thank you

  Customer Answer

  Date: 06/07/2024

  I have finally received a response to my complaint. But I have not received my refund yet and they claim they are "investigating the issue".  

  

  Business Response

  Date: 06/13/2024

  Tell us why here...Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the consumer was contacted via email informing us that the refund was issued; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****                
  Corporate Office
  KB

  Customer Answer

  Date: 06/13/2024

  [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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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 wife and I went into the ******, ** location of Ashley furniture to shop around for a replacement couch/sofa. Keep in mind we had already been preapproved elsewhere but were SHOPPING AROUND!)Upon arrival we were greeted by their salesman "Chidi" who informed us they had their Memorial Day promotion running that I could do another SOFT PRE-APPROVAL for. I put in minimal information and was shown on the computer that I was PRE-APPROVED for up to a $1000 limit for the NO INTEREST PROGRAM and would be receiving an email shortly thereafter with details about my approval.This seemed great, as the total for the sofa we were looking at would have been completely covered under the $1000 limit.Once again, the screen said PRE-APPROVED.I never actually accepted any approval or went over any finance terms.***** then took over the computer, began clicking around, and then said he would be right back. About ***** seconds later he returned with a document, and upon my review, the approval had not just been authorized, but accepted, and on the handheld device was already on the screen to process the transaction for the sofa.We had initially wanted quotes on both the sofa in question, and the matching loveseat, and were given a price quote that totaled over $1700, as he had added a protection plan with no discussion, and a delivery fee of $200. (P.S. there were little tags on almost all the items that said ask about our free shipping) One we had finally agreed to the final number, he asked me for both my DL and one of my Credit cards for a $70 payment. Obviously, we were confused as we were presented a pre-approval for 1000, with 0 down and 0 % interest.He then got a manager to "help explain the situation".Manager told us we owe the tax upfront and were signed up for a *****% interest credit card.We gathered our things, explained the dishonesty, and frustration, and left.INEXCUSABLE. I literally had to call and cancel a credit card they opened without my consent.

  

  Business Response

  Date: 06/13/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We apologize for the consumers negative experience. The consumers feedback will be shared with the appropriate team members to address this issue and ensure that it does not happen again.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  Date:06/03/2024

  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.

  Unacceptable product noise, non-responsive retailer, see written detail.

  

  Business Response

  Date: 06/06/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. According to the findings from the service visit on 5/28, the technician has determined that there is no damage or defects with the item. The sound the consumer is experiencing is attributed to the natural rubbing of the leather. Our service team has thoroughly reviewed the case as well and has determined that there is no defect present. To help address the sound issue, we recommend the use of a leather conditioner or even dryer sheets, as they can potentially assist in minimizing the noise. Unfortunately,we are unable to approve a return or exchange in this situation; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer Answer

  Date: 06/06/2024

  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.
  
  [Ashley has clearly not read the complaint that we filed with the BBB.  Paragraph 2 of the complaint reads as follows:

  "The first service tech arrived on April 30. He advised that the problem was a frequent one and he applied a leather treatment to the offending portions of the Love Seat. He advised that the treatment should last 2-3 months, and that when it failed, either get that product on Amazon or, use a new dryer sheet to accomplish the same result. His treatment lasted less than 2 days and the offensive noise returned. The use of the new dryer sheets had no effect at all."

  The suggested resolution is a repeat of the already unsuccessful process undertaken by the Ashley Service Technician, and it failed most miserably.  The actions recommended by Ashley in their response to the BBB have already been applied by the Ashley Service Technician and failed to correct the problem. We would appreciate the help of the BBB to get a fully responsive resolution of this problem regardless of how Ashley wants to classify it. Referring to the original complaint to the BBB, paragraph 4 reads in part "However one classifies this issue;defect, damage, design flaw, poor material selection; it is wrong,and it is not the consumers problem.. We have had 4 pieces of leather furniture, 2 previously used for over 8 years, and 2 now in use for more than 2 years, and none have made any such noise." 

  The noise made is obnoxious and loud and it is not acceptable to any intelligent consumer.  ]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We empathize with the customer's concerns about the noise. However, after evaluating the situation, we have determined that the sofa is not damaged or defective. Hence, a return, refund,or exchange cannot be approved. To address the issue, we suggest the use of dryer sheets or leather conditioner, which may help alleviate the noise. We sincerely apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer Answer

  Date: 06/10/2024

  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.
  
  [Ashley continues to limit the classification of the problem to defect or damage. They conveniently omit poor workmanship in manufacture and poor material selection for surfaces in contact.  They also continue to recommend a solution and an alternative, both of which have already failed.]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 06/12/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We empathize with the consumer's frustrations and concerns. However, after careful evaluation by our technician specialist, we have determined that the item is not defective. The noise experienced is associated with the natural rubbing of the leather components. Unfortunately, we regret to inform that a return, refund, or exchange cannot be approved. We apologize for any inconvenience caused.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB
  
  
  
  
  

  Customer Answer

  Date: 06/12/2024

  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 thank the BBB for their 3 unsuccessful efforts to help secure a resolution to this problem.  We will seek relief elsewhere.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/21/2024

  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.

  Purchased furniture at the beginning of March and Management said furniture should be delivered by 3/16. Then I had to go to the store to get another delivery date because there phones don't work. The customer service lady told the middle of May. I told her just cancel *** order then got a text later stating we can deliver April 24th which today. Which I told them OK. Will today is the 24th and I was waiting for my furniture that never came. Called customer service at 3:30 p.m. asked were delivery team at. They told me delivery have until 4. Before this I got a call at 1:54 stating the delivery time will be at my house in 30 minutes. So I waited until 420 to call back and customer service said delivery team tried to deliver at 2:18 and left a note which that's a lie. We have ring and nobody showed up we were here. Even moved the cars so they can park in the driveway. Called Ashley and told them to just cancel our order because this is too much and to many lies. The management/manager told me he can't cancel my order and can't give me my money back that's done from another department delivery department. Will delivery department didn't take my money. Lies and lies and nobody can do anything all manager was saying I can send emails. I want my money back just as quick as they took it.

  

  Business Response

  Date: 05/21/2024

  This order is no longer affiliated with *******************. Customer will need to call ********************** Store

  

  Business Response

  Date: 05/29/2024

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the consumer was refunded for the armless chair and was refunded back to their ACIMA; it may take up to 2 billing cycles to reflect on statements.
  
  Regards,
  Ashley Furniture *********** ****                
  Corporate Office
  KB

• Initial Complaint

  Date:05/17/2024

  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.

  Purchased a love seat sofa 12/31/23. Was told it would be delivered within 3 weeks. It constantly got pushed back without reason. I made assumptions. Then I was told there was something going on with manufacturing it. Towards the end of my long wait, I was told there were strikes that were preventing my order from being delivered and that I wouldn't even find info in the news. Sounds suspicious to me. I do not believe that was the case. I even tried calling higher *** since no one wants to share contact info. I believe I was lied to the whole time. I called two days after my couch was delivered on 4/26/24. When I called on 4/28/24 to discuss the refund that I have been arguing for due to the stress of not having this item when I needed it, I was told it would be processed. It was agreed upon that I would be refunded $200. Kept checking my bank and nothing. I find out that the store did not do anything until 5/6/24. I called again on 5/13/24 because I had not received anything. I was told it could be my bank. I have a good credit union. I doubt it's my bank. I think this store likes to drag its feet. I get told I'll get a call back and things will be taken care of, but I NEVER get a call back. Then they complain that I call frequently. Well, that wouldn't happen if they follow through on what they say and provide better customer service. I am tired of constantly waiting and basically paying more for a couch because of interests on my card for something that I didn't get in a timely manner. You would think with me constant complaints, that this business would have been on top of the refund as soon as my couch was delivered. This business clearly wants me to go away in silence. I will not. Keep sending me requests for satisfaction? I think this speaks for itself.

  

  Business Response

  Date: 05/22/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the consumer was refunded back to the consumers ***** There was a refund of $75 issued on 5/6 and $125 on 5/13; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service 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 furniture delivery and it was damaged. I called 5 minutes after it was delivered sent pictures. They did a claim they said someone will contact me . After a few days I called service center and they sent a tech out. The tech told me that it was in fact damaged but would have to see if the one in the store is like that as well. My claim was denied. I am stuck with a damaged chair that I paid over $800 for. With no return.

  

  Business Response

  Date: 05/20/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We reached out to the customer via email offering a re-selection credit; it may have gone to spam.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  Date:04/26/2024

  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.

  Transaction Date: March 26, 2024 Order Number: ********** - Stairatt ************** Total Price: $784.15 Issue: Sofa is advertised as being 39 tall on the website and in store. Verified by testing the coach in store. The sofa we received on April 12 is under 36 tall at its tallest point. It is defective. I have contacted Ashley customer service and store office to receive a refund for the defective product but was told no refund will be issued because there is no damage or defect. I contacted Ashley the day after delivery to report the defect, again a couple days later, a third time on April 25, and most recently on April 26 to have the issue resolved but no one I speak to has decision making power and do no more than take down my complaint. I want a refund for both the ************** because the sofa is defective, and I do not want to be given another replacement defective sofa. Without the sofa, the ottoman is worthless. Please refund my money in full and take back the defective product.

  

  Business Response

  Date: 05/06/2024

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  Upon receipt of the consumers concerns, we reached out to HomeStore management. We are currently working with them to resolve this concern and apologize for the delay.
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 05/08/2024

  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 insufficient.

  I originally contacted Ashley Homestore with my conplaint on April 13, 2024 and since then contacted them at least 4 different times by phone and email. My complaint was not addressed ad was summarily rejected.

  The assertion that they are working on it, far from satisfies my complaint as I have been told there is nothing they can do, they closed my case, etc.

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

  

  Business Response

  Date: 05/09/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. After carefully reviewing the consumers request, we are unable to accept the return. Policy states that all sales are final,and we do not offer returns for non-damaged and non-defective items,particularly after the point of delivery.
  The consumer initially contacted regarding the ottoman and was advised of the dimensions; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  Date:04/24/2024

  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.

  We purchased a couch from Ashley Furniture in August of last year. It contained USB/wireless charging ports in the arms. One of the chargers went bad. I called in to order a repair and was put on the schedule. The day before the repair, I called in to confirm, and was told the repair had been canceled 10 days prior. A part was necessary that would take 7 to 10 days to ship. When pressed, was told to contact the store. The store had no idea, but said they would try to order the part. I still have not heard from the repairman, either on the cancelation or rescheduling.

  

  Business Response

  Date: 05/02/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that parts were ordered and are expected to ship out at the end of May. Once the parts have shipped, we will schedule a technician to assist with installation; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:04/24/2024

  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.

  Purchased furniture on 12/28/24. Two items, lamps were not delivered. after several attempts to get lamps only one was sent. This lamp was broken. another lamp was sent but it was also broken. after a month and a half i cancelled the order. On March 9 i personally went to Ashleys and cancelled the order. The rep sent me a voice mail and said a refund would be given and taken off my account. As of this date there has been no refund on my account. I contacted **********************'s again today and Ashley would say was the couldn't help right now as their computer was down and needed to wait for a tech to fix it. This issue has been ongoing for weeks with no help to settle this matter.

  

  Business Response

  Date: 04/24/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We reached out to the consumer via email;it may have gone to spam.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 05/01/2024

  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: 05/04/2024

  on 12-28-2023 I purchased several items from Ashleys Furniture. At the time of purchase i paid money down and financed the rest.  On January 8,2024 I paid the account off in full. When the furniture arrived they indicated the two lamps I ordered were back ordered. Ashley contacted me and stated they were being shipped and " I was supposed to get them at *** or Fed Ex".  They then stated that the lamps were apparently " a little too heavy or something happened where they couldn't pick them up and take them on their truck".  They indicated they would deliver them to themselves and deliver them to me at no charge. When the lamps arrived there was only 1 lamp. Again the store said there was a delay. I finally opened the box and discovered the lamp was broken. I returned the lamp to the store and advised them of the situation.  They indicated they would reorder them. Again, they only delivered one (1) and not the two i had purchased.  This lamp was also broken.  when the third lamp was delivered, I refused to accept it and sent it and the broken one back also.

  I went to the store and requested that the price of the lamps either be refunded or a credit be applied to my account.   The manager stated he could have the lamps delivered by the 9th as I was going on vacation on the 10th. The lamps were never delivered. On March 9, Ashley contacted me and indicated the amount would be taken off my account. As of this date there has been no reimbursement or change to my account. My account was paid in full on January 8, 2024. Them stating the price of the lamps were taken off my account is ludicrous.  You can't give me credit on my account when the account had been paid off in full for over a month. I still need to be reimbursed the $151.98 or placed on my account to use at another time.

   

   

  

  Business Response

  Date: 05/09/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the Synchrony authorization reflects the refund for the 2 lamps. If the consumer is owed any money,they will need to contact Synchrony.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:04/19/2024

  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.

  With Order ********** several furniture were purchase on 3/6/24. A delivery date was set for Saturday 3/23/24. On Thursday 3/22 a message was send from Ashley to confirm delivery on 3/23. This was confirmed and Ashley reponded with that all is set and no changes can be made anymore. On Friday 3/22 the company called that no delivery takes place as items are missing. A new delivery was advised for 3/28. Calling Ashley for details we were informed that the coffee table and the sofa are not available. Complaining about the delay Ashley revised a delivery to 3/26. Delivery truck showed up only to inform us that the sofa is missing. A new delivery was set for another week away on 4/12. Complaining again Ashley revised once more to deliver on 4/2/24, On that day starting in morning delivery was advised for 9am to 3pm, later from 3pm to 7pm. At 5pm Ashley called and stated that no delivery will take place today and advised another week delay. Calling Lynwood store we were told that this is not correct and delivery is still set for today. Almost an hour later we were contacted once more to be told that there is no delivery anymore. A new delivery time was/could not be given.

  Customer Answer

  Date: 04/12/2024

  The Ashley store address is 

  ************************************************

  ******************

  phone: ************

  Manager ******************* is aware of case

   

  

  Business Response

  Date: 04/22/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the consumers order was invoiced on 3/28 and 4/5. Please note that delivery dates are estimates and delays may occur; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/22/2024

  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.
  Ashley and their customer service is the worst I have ever encountered in my life. They do not take anything seriously as stated in reply. The customer is left with automated calls, texts and e-mails having no choice. I had to escalate the issue involving the manager at he lynwood store in order to get a delivery scheduled in a proper way with humans talking to humans. Unfortunately, Ashley hires the worst shipping company for delivery. The delivery ended in a desaster by damaging the furniture and the door of the house. Also here getting things done with Ashley is a nightmare. 

  I was told that the delivery fee has been waived in order to make good but till today no payment received. Ashley to provide proof of refund of delivery fee.

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

  

  Business Response

  Date: 04/25/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the repairs were complete. Unfortunately, delivery fees are nonrefundable and there is no documentation of the consumer being promised a refund; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/28/2024

  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 company does not know what they are doing. Lying aand telling stories is what they do best. They like to make a sucker out of the customer all day long. Here is the e-mail text from ******** store manager confirming a refund for the endured horrible expierience.

  The refund has as of today still not be done.

  Good after noon, the manager has approved to refund your delivery charge of $199.99 due to all the inconveniences, we thank you for bringing these issues to our attention so that we can get this corrected. We have refunded your delivery charge of $199.99 off, from the sofa on your order. The sofa is now showing up as $300 for the item instead of the original price of $499.99 for that item.
  
  The refund should take 7 to 10 business days before you will see it back in your account.
  Thank you for contacting Ashley Furniture Home store, have a great day.

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

  

  Business Response

  Date: 05/02/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the consumer was refunded off of the sofa and apologize for the inconvenience. Please see attached for the refund receipt.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 05/02/2024

  [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:
  
  Finally the refund was showing in my account. Without making very loud noise and visits to store in ******** this company would not care about customer satisfaction. The involvement of ******************** was helpful and showed Ashley not make fouls out of paying customers. This company and their management is a shame. I will make sure that the bad encounter with them is widely spread hoping to save other people from dealing with this rotten company. 

  Consider this case settled and will never ever buy from them again. **** complains pile up and a law suit filed against them.
  
  Regards,
  
  *************************