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:04/08/2024

  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.

  Ashley Furniture has a fire hazard recall on Party Time loveseat collection due to overheating, they supposedly are offering free replacement parts, I have requested 4 times for a service appt, I have been on a so called waiting list for 3 months now, I was told it could be several more months wait and they have NO idea if or when my loveseat will be repaired. How is a dangerous recall not a top priority? Company will not call, text or email me with any updates. What is the resolution here?

  

  Business Response

  Date: 04/08/2024

  Good afternoon. I spoke with this guest to confirm where she made her purchase. She confirmed purchase in ********** which is not a store within our service area. Please redirect this complaint to the correct store location: *****************************************

  

  Business Response

  Date: 04/16/2024

  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 our Product Recall Team. We were advised that the consumer was contacted and informed that parts were ordered. Once delivered, a service will be scheduled to install the parts; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:04/05/2024

  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 went to Ashley to look for gliders, as my wife is 36 weeks pregnant. We found one we liked that was powered, so she wouldn't have to physically bring the chair back to the original position. The sales rep placed the order and it was delivered within a week. I set it up on the second floor, only to realize ******* had ordered the manual version and that was what got delivered to us. I contacted the store and the manager promised I could pay the difference and have the powered version delivered and exchanged for the manual one we put together, I just needed to wait a couple days for a call back. No call. I called the store back 4 days later and there was no record of any return or update on our order, but the manager would call me back the next day. No call. I waited another day and called the store again. I was again promised an exchange, just needed to wait a couple days for a phone call. No call. It feels like I am being lied to until enough time has passed for the store to claim it has been too long.

  

  Business Response

  Date: 04/08/2024

  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 a re-selection credit was approved, CM ********. The consumer may go into the store and pick out the correct recliner, and the store will coordinate pick up and delivery; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:04/03/2024

  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.

  To whom it may concern, On 2/5/2024 we purchased 6 chairs (Lattice Woven Leather Dining Chair - set of 2) online at Ashley Furniture. We spent $961.32. (We purchased through Ashley Furniture because we live close to a store and could return if needed.) At the time of purchasing I was never sent a receipt or shipping notification. On 2/7/24 I reached out via their online chat and was told I would receive an update in ***** hours. No one followed-up. The chairs did arrive but were incredibly uncomfortable. Since we didn't have a receipt we called customer service to begin the refund process. My husband called and was told that in order to return the chairs we would have to pay shipping. That they in fact don't accept returns in store because it ships from a 3rd party. *** quoted $1200 for shipping and with that I called back and was finally sent a receipt on 2/15/24. I explained how unprofessional it was to never send a receipt, never respond back via chat, no description anywhere on the product page stating that these chairs couldn't be returned in-store and expecting customers to spend more to return items than the original purchase price. I was told that they couldn't do anything since it was shipped by a 3rd party. I asked to escalate since this was purchased through their website, their name is on the product regardless of whether a 3rd party was involved or not. The representative said that she would reach out to the 3rd party and request that shipping be covered. Never heard from anyone. Called again 2/26/24 escalated again to JMalinao (escalations lead), who approved the return for $0 shipping. Great. (See email correspondence). Items arrived at the warehouse 3/6/24, I emailed her requesting a refund. Silence. Emailed again 3/14/24, silence. Emailed 3/25/24 silence. They have the chairs and I don't have a refund. Any help would be greatly appreciated! ******

  

  Business Response

  Date: 04/09/2024

  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 Online sales management. A refund was issued on 4/3/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/09/2024

  [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.  We did receive our refund so thank you for all your help!! 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/01/2024

  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 Tuesday, March 26, 2024, Ashley Furniture Homestore delivered a Tempur-Pedic mattress and Ergo ProSmart Adjustable base to my home. The adjustable base is defective; there is something wrong with either the cord or the power box under the bed. I've made dozens of attempts to get the product repaired per the 10 year warranty. When that did not work, I told Ashley Furniture I want to return the product(s) and be fully refunded. They are refusing to take the products back despite their own "Sales Order Terms and Conditions" stating that we are within our rights to return the products as they were delivered defective and we reported it IMMEDIATELY.

  Customer Answer

  Date: 04/02/2024

  I have included detailed information regarding my last two contacts with the business: On Monday, April 1, 2024, at 10:37am I received an email from *********************, RDC Operations Supervisor at Ashley Furniture Industries. The email stated that the exchange for the base has been processed and the new base will be delivered on Friday, April 5, 2024. I immediately called the customer care number provided in the email *************) and spoke to *******. I repeatedly told ******* that we DO NOT want a replacement, please do not send it, we want them to pick up the bed and the adjustable base for a full refund. ******* put me on hold to speak to a supervisor. When he returned he stated that a return could not be processed unless a technician comes out to look at the product. I told ******* that a technician was already out, AND, the delivery men returned to the house on the day of delivery and confirmed that the product was defective. ******* assured me that he was putting notes in the computer that we want to product returned and it needed to be approved by management. He told me that I will receive a call to confirm the pickup in ***** hours. On Tuesday, April 2, 2024, I received a text message stating that a delivery (for the new base) will be delivered on Friday, April 5, 2024. Once again, I immediately called the phone number provided in the text, **************. I spoke to *****. When I explained the situation ***** said that there were no notes in the computer from yesterday about a return. He told me, at least twice, that when the delivery comes on Friday we can refuse the delivery and the delivery team will pick up the product and bring it back to their warehouse. A refund will be processed in ***** hours. I then asked ***** to speak to a supervisor. He asked why. I told him that we have made dozens upon dozens of phone calls, totaling hours, and we get told something different each time or notes are never put into the computer. ***** transferred me to the Escalation Team and I spoke to ***. *** said that she needed to put me on hold to review the notes. When she returned she said that she saw in the notes that I do not want the replacement; we want to return the product. I told her that is correct. *** responded that they cannot accept returns as all sales are final. I told her that is incorrect; per Ashleys Sales Terms and Conditions, we are within our rights to return the defective product for a full refund as the defect was reported immediately, within an hour of delivery. *** restated that all sales are final. I told her to cancel the replacement and that I have already disputed the full charge of the products and filed a complaint with the Better Business Bureau. When she repeated that all sales are final I told her that we will go to court if necessary and hung up the phone.

  Customer Answer

  Date: 04/02/2024

  I also received the following email from Ashley's this morning at 10:02am:

  
  

  ****,
  
  We understand the frustration you may be feeling regarding the issues with your recent purchase and your request for a return. After carefully examining your case, we regret to inform you that your return request has been denied. Our policy states that all sales are final, and we are unable to accept returns or allow exchanges after the point of delivery if it's a change of mind.
  
  However, as a gesture of goodwill, we have taken note of the manufacturing issues and have already initiated a replacement for your item [25554161A]. The delivery has been scheduled for April 5, 2024, as the manufacturer was unable to assist us further. You will receive a notification 1-2 days before delivery, providing you with a 3-4 hour time frame for convenience.
  
  For more detailed information regarding our warranty, please refer to the Ashley Furniture Homestore Sales Order Terms and Conditions, which you received and initialed during the purchase process.
  
  If you have any further questions or concerns, please feel free to reach out to us at ************. We are here to assist you.
  
  
  Thank you for shopping at Ashley's! 

  

  Business Response

  Date: 04/08/2024

  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. Per terms and conditions, all sales are final, and we are unable to accept a return/refund. Unfortunately, we will only be able to offer an exchange; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/08/2024

  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 below.
  
  

  An exchange is unacceptable. Furthermore, per Ashley's own "Sales Order Terms and Conditions", all sales are NOT final. Please see the attached "Sales Order Terms and Conditions" that was stapled to our receipt on the day of purchase, which states, "Please inspect your items on delivery or pickup. For No-Hassle Delivery + Assembly and Doorstep Delivery items, you MUST contact ************* at ************** within (3) business days of delivery if your item is damaged or defective, and we'll work with you to repair, replace, or pick-up the item, however NON-DAMAGED AND NON-DEFECTIVE ITEMS MAY NOT BE RETURNED."
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/10/2024

  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. As stated, our policy indicates that all sales are final, but we do provide the option for customers to refuse items on the day of delivery. In the event that items are accepted and later found to be damaged or defective, our technician will be scheduled to assess. The consumer is approved for an exchange. However, please note that a return or refund is not approved under these circumstances. We apologize for any inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/10/2024

  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.
  
  

  Based on your own "Sales Order Terms and Conditions", it clearly states, that if a product is delivered damaged or defective, it is returnable as long as the defect is reported within 3 days. Please show me where it states that all sales are final and that returns are not permitted when a product is delivered defective. I have attached the "Sales Order Terms and Conditions" that was stapled to my receipt at the time of purchase. Please show me where it states that "All Sales are Final".
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/15/2024

  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. The customer accepted the item upon delivery, and on 3/27 they accepted a technician to assess the base. Based on their acceptance of the technician's assessment, the options available would be either a repair or a replacement if recommended. Regrettably, we are unable to authorize a return for a refund. However, the customer is approved for an exchange; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/16/2024

  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 now your third response to this complaint. The first two responses included the statement, "All sales are final." Now, in your third response, you stated that because I accepted the product upon delivery, and accepted an appointment with a technician, that is the reason the product cannot be returned?  In all of your responses you have failed to address the "Sales Order Terms and Conditions" that states that if a product is delivered defective, it can be returned as long as the defect is reported within 72 hours.  You have also failed to provide any documentation that states "All sales are final", including when a product is delivered defective. None of your three replies have included supporting documentation, where each of my replies has.

  Per your own Sales Order Terms and Conditions, we are permitted to return the products as we reported the defect immediately. We had to make dozens of phone calls and beg for a technician to come out, after, the delivery men determined the product was defective. When the technician came to the house on 3/29, he used a zip tie, which did not stay in place, to "fix" the problem, and we were then contacted via email later that afternoon and instructed that we had to call Tempur-Pedic, again. 

  No where in any documentation does it state that by accepting an appointment with a technician, that the products cannot be returned. Furthermore, your technician did not resolve the problem in any way.  We do not want an exchange or replacement.  We want the products picked up and a full refund issued.  If you are refusing to pick up the products and issue a refund, please include documentation that states such a policy.

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

  

  Business Response

  Date: 04/18/2024

  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. Unfortunately, at this time the only option available for the consumer is an exchange. Based on the notes, the consumer was referred to the manufacturer (Tempur-Pedic) for further assistance after the technician. However,  a courtesy exchange was approved to resolve the issue.
  Per terms and conditions; Returns on mattresses or foundations are controlled by the manufacturers warranty, in this case, Tempur-Pedic. Ashley has an all-sales final policy on bedding; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/21/2024

  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 below.
  
  This is now your fourth response to this complaint. You tweak each response and add something new every time to try to explain why you will not take the products back, despite it stating so in your own "Sales Order Terms and Conditions." Despite my requests to do so, you refuse to include any company documentation to support any of your responses. You also refuse to address the terms noted in your own "Sales Order Terms and Conditions." I will attach this document, again, and I ask you to look at it and tell me why we cannot return this product.  The "Sales Order Terms and Conditions" states, "For No-Hassle Delivery + Assembly and Doorstep Delivery Items, you MUST contact ************* at ************** within three (3) business days of delivery if your item is damaged or defective, and we'll work with you to repair, replace, or pick-up the item..." Further into the paragraph it states, "Except as specified above, "ALL SALES ARE FINAL." You refuse to address the section in which it states, "Except as specified above."

  In your first two responses to this complaint you included the statement, "All sales are final." You refuse to show me any documentation that states this. Please attach documentation to your response and show me where it states that "All sales are final,", including when you deliver a defective product.

  In your third response, you stated that because I accepted the product upon delivery, and accepted an appointment with a technician, that is the reason the product cannot be returned.  Not only is this contradictory to your first two replies to this complaint, but yet again, you have  failed to provide any company documentation to back up your statement.  Furthermore, you state that we accepted an appointment with a technician. We had to call both Tempur-Pedic and Ashley's at least a dozen times and beg for help before Ashley's finally agreed to spend a technician. In your third response you state, "As stated, our policy indicates that all sales are final, but we do provide the option for customers to refuse items on the day of delivery. In the event that items are accepted and later found to be damaged or defective, our technician will be scheduled to assess." Not only did we have to BEG for a technician to come and assess the product, but when he did come to assess, he insisted we had to contact Tempur-Pedic to resolve the issue. He attached a zip-tie to an $11,000+ product and told us that was the best he could do. That zip tie has not stayed in place and does not work even as a band-aid to the defective product. Yet again, your response does not address the "Sales Order Terms and Conditions" stapled to our receipt.

  Now, in your fourth response, you have come up with a new reason, again without any supporting documentation, to refuse the return of these products. You stated, "Based on the notes, the consumer was referred to the manufacturer (Tempur-Pedic) for further assistance after the technician. However,  a courtesy exchange was approved to resolve the issue." Referring us to Tempur-Pedic, again, is not a solution to the problem. And once again, Tempur-Pedic instructed us to contact Ashley's to resolve the problem. You also stated, "Per terms and conditions; Returns on mattresses or foundations are controlled by the manufacturers warranty, in this case, Tempur-Pedic. Ashley has an all-sales final policy on bedding; we apologize for the inconvenience." I have the "Sales Order Terms and Conditions" in front me of me. NOWHERE, does it state that Ashley has an "all-sales final policy on bedding." Moreover, the "Sales Order Terms and Conditions" states, "Returns on mattresses or foundations are controlled by the manufacturer's warranty, if any (contact Ashley ************* for inquiries)." We contacted Ashley *************, dozens of times, and were refused help. 

  Please do not waste any more of our time by replying to this complaint without supporting documentation. Please do not waste any more of our time by replying to this complaint and stating "All Sales Are Final" without specifying WHERE that is stated in your "Sales Order Terms and Conditions." An exchange or a replacement is not an acceptable solution.  We want the products picked up and a full refund issued. We have already disputed all credit card charges for the products and will not accept an exchange or a replacement. If Ashley's is unwilling to pick up the products and issue us a full refund, we will have no choice but to proceed to arbitration. 

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

  

  Business Response

  Date: 04/22/2024

  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 understand the customers frustrations and apologize for this inconvenience. As previously stated, Ashley has a no-return on bedding policy.
  Products manufactured by Ashley Furniture Industries LLC are covered by its Limited Warranty attached to the products, REFUNDS ARE NOT AVAILABLE. The consumer may review the Ashley sleep warranty at **********************************************************************************************************************.
  Please note, that the base the consumer purchased is manufactured by Tempur-Pedic, therefore they will need to contact the manufacturer for further assistance on their return/refund request.
  At this time, the consumer was approved for an exchange.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/24/2024

  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.
  
  An exchange is not acceptable. We will only accept a return for a refund. The link you provided in your previous reply provides warranty information for Ashley manufactured products. Tempur-Pedic does not fall under that category. Furthermore, I do not see where it states that bedding cannot be returned. A copy of the "Sales Order Terms and Conditions" was stapled to our receipt. It clearly states that a defective item can be returned as long as the defect is reported within 72 hours. I'm perplexed as to how you can deny the terms listed in your own "Sales Order Terms and Conditions", including, where it states to contact Ashley's if an item is defective. We did contact Tempur-Pedic, they told us to contact Ashley's. Since we bought the product at Ashley's, it is your responsibility to pick up the products and issue a refund. If there is a "no refund" policy listed somewhere on your website, then that documentation should have been stapled to our receipt. 

   

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

  

  Business Response

  Date: 04/25/2024

  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. A return for a refund is denied, as Ashley has a no-bedding return policy. At this time, the consumer may proceed with the courtesy exchange or contact the manufacturer for further assistance. We apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/29/2024

  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.
  

  You still have not shown me where it states in Ashley's company documentation, that bedding cannot be returned. There is nothing attached to our receipt or in our purchase documents that states this.  Furthermore, you still have never addressed why your own "Sales Order Terms and Conditions" states, "For No-Hassle Delivery + Assembly and Doorstep Delivery Items, you MUST contact ************* at ************** within three (3) business days of delivery if your item is damaged or defective, and we'll work with you to repair, replace, or pick-up the item."  What does 'pick-up the item' mean if not return? Please explain.

  
  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. As previously stated, Ashley has a no-bedding return policy. The consumer filed a dispute, and we are working on resolving this issue.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 05/02/2024

  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.
  
  Once again I ask, please show me the documentation that states that bedding cannot be returned!
  
  Regards,
  
  *************************

  

  Business Response

  Date: 05/07/2024

  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. The consumers return request was approved for the TEMP EG PROSMT ADJBS KG, SKU 25554161A; the consumer has a pickup date of 5/10/24.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 05/13/2024

  [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:03/29/2024

  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.

  On Feb. 24th 2024, we entered the Ashley Furniture store in ***********, ** in search of a couch set for our home. We decided to order the Mindanao Leather Couch and Loveseat set. We placed the order after applying for their signature care for financing and let the store. Not ONCE did they discuss their return policy. Days later, I decided to look up reviews on the couch to ensure it didn't have bad reviews. The reviews were good, however I came across the same set at American Furniture Warehouse for 40% cheaper! Ashley had each item listed for ******* and AFW had it listed for ******. That is a huge price difference! At the time, we considered cancelling our order with Ashley to purchase this Ashley item from AFW (which in hindsight, we should have). But we called the store and told them that we found the same exact Ashley item for a much cheaper price, and we asked them to price match or cancel our order. They offered to price match the items. Couch was delivered on 03/22/24 which was a Friday. We sat on it throughout the weekend and my wife started having back pain. She has fibromyalgia and chronic back pain and immediately struggled to get comfortable on the couch set. So Monday morning came around (hadn't even been a full 72 hours) and we called the store to request a return of the items. They stated there is no return policy and all sales are final. However, on the Ashley website, they offer a 30 day return policy. We were told the store policies differ due to management. The store manager, ****, offered to put our case up to corporate for approval of the return. With following up, we have called over 10 different numbers that we were given and still can't manage to get through to corporate. We keep getting connected to customer service, who is very different to understand with the language barrier. On 03/27 we were told by C.S. that our return was approved and that we would be contacted by Ashley for a scheduled pickup. Then on 03/28 we received another call from C.S. stating that it was in fact, not approved. We should have ordered from AFW as they have a return policy and they offered much cheaper prices. This customer service experience has been the worst I have dealt with. From a company that claims to be the best in the industry, they are failing because they are not transparent up front about their policies and they do not offer returns while the majority of their competitors do offer 30 day return windows. Shady business and awful customer service. We will never ever purchase from Ashley furniture again!

  

  Business Response

  Date: 04/04/2024

  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 approved for a courtesy return. The pickup date is scheduled for 4/5/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/11/2024

  [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. 

  I am wanting to follow-up on this complaint that I filed with the BBB. After this complaint was filed, the business did contact me and resolve the issue. They offered a full refund and took the product back.

  
  

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

  
  

• Initial Complaint

  Date:03/27/2024

  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 December 23rd I purchased a table from Ashleys, the sales person informed me it would be available that weekend and just in case give it another week for the next shipment but didnt think Id need it since they have them available for that weekend and just wait for a call. I agreed to that and clarified that if it would take longer I dont want to make the purchase, she insisted it wouldnt. I heard nothing that week, I give it an extra week, still nothing. So I decide Ill give them another week to be nice, still nothing. So, I call. The first phone call was customer service saying its back ordered for another 8 weeks and shes not sure why I was told it was available. So I call the local store, they leave me a voicemail on January 26 telling me it wont be available until end of February/March. I wasnt thrilled, I called back and explained my situation to the manager, they agreed that the situation was not right and would resolve it and reach back. In the meantime I had sent two text messages to the associate who gave me her card, she ignored each message. Days go by, the associate calls me, not the manager as promised, she says she realizes the table isnt there and that sh didnt tell me it would be and if I wanted to cancel. I said, you 100% told me and I had you tell me several times to be sure, and no I waited months already, I dont want to cancel but I want to be compensated. She said she would talk to management. Its been weeks and weeks since that call, no return. The table finally comes in, I pick it up April 9. Im assuming since I didnt hear back they compensated me and charged my Ashley card the new amount, when I realized they didnt, I called the store and asked them to check on it and if not I want to return my item, they said purchases are final but check on the compensation and get back to me. Its been 3 weeks, no one has returned my call. Im at a loss at what to do and dont want to deal with the unprofessionalism on my own.

  

  Business Response

  Date: 04/03/2024

  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 informed that no compensation would be offered, the consumer was given the option to re-select or cancel. We will not be able to offer compensation; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/26/2024

  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.

  Bedroom purchase on 02/18/2024 From Ashley ********** /** Delivery 02/28/2024 Bedroom measurements absolutely wrong ! Contact all the ways possible and follow everything and all steps ! Ignored and no positive out come ! Bed size is 5inches extra from each side . Ashley customer service approved exchange but local store refused to help !

  

  Business Response

  Date: 04/01/2024

  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. The consumer has a service technician scheduled for 4/2/24 to assess the bed. Based on their findings they will determine how to further proceed; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/10/2024

  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.

  I bought a love seat sofa that pulls out into a bed on 12/31/23. Originally it was scheduled for delivery on 1/26/24. I can only have deliveries on Fridays or Saturdays because of my work schedule. On 1/19/24, was told my delivery was going to be delayed by a week. I was not told why but I assumed it was due to the ice storm we had in our area, which based on my assumption was reasonable. That was wrong for me to assume. Then I got calls almost weekly saying it was being delayed repeatedly. I needed my couch in ********* ***** being delayed until 3/29/24. With each call, I was told, "It's a popular item and that's why it's delayed." As I began pushing back & requesting partial refund for the inconvenience, I was told it was a "manufacturer delay." No one could explain what is that because no one has access to the manufacturer. How does the ******************** communicate about what is needed & when there are delays? I requested $200 for the delay & the work I put into my home to move everything as much as possible so they can deliver with ease. My home has been disarrayed since mid-January. I need this furniture for its function again soon & I do not believe it will arrive on time. The counter offer I got from the store manager was $125. I was told I'd get my credit "as soon as possible." A week had passed & no refund. When I called again to complain about these delays & credit, spoke to the office manager, who had no knowledge of this & told me, that they manage these issues. That's when I was told credit would not happen until my couch was delivered. I went back & forth with an employee on 3/8/24 who said the store manager would call me on 3/9/24. I have not heard from him. I doubt the office manager is aware too. I have even been told by others that they would check other warehouses if they had this couch in stock. There was another store in the area that had it, but Ashley refused to look into this to right this wrong.

  

  Business Response

  Date: 03/18/2024

  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. Unfortunately,we are experiencing unforeseen delays in the item arriving at the warehouse. Currently,we are monitoring the arrival date. The consumer will be compensated once the item is delivered; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate 

  KB

  Customer Answer

  Date: 03/18/2024

  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 am not happy with the way Ashley Furniture is handling my order. It does not feel validating to hear others are having similar issues. Now I'm being told ALL manufacturers are having this issue. I keep being told something new and different about why my order is delayed. I want compensation now and not wait until it is delivered. I spoke to ***** who refused to answer my question and hung up on me on 3/17/24 at approximately 4:15 pm PT. I spoke to another employee there on 3/8/24 and I was told another manager would call and speak to me about the compensation. When I did not hear from them, that's when I escalated. ***** does not seem to be aware of what her own managers are telling me and the lack of communication I have been getting. I would like to speak to someone above ***** and preferably the manufacturer so I hear from the horse's mouth what is happening with my order. I do not want to keep being told something new.

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

  Customer Answer

  Date: 03/18/2024

  I managed to get hold of someone else after they hung up but even that conversation felt like they dont want to own up to whatever is happening and continue to not be honest. I wish I could speak to someone above the store. When I spoke to *******, he was even avoiding questions like whos the top supervisor, which he eventually claimed he was. He said he felt there was no need to contact me after he told me 2 weeks ago he would. He claims they also do not get paid until my couch is delivered, which then makes me wonder why do I have to pay for something that hasnt been delivered in a timely fashion. Overall the store keeps telling me something new and different. They also refuse to guarantee a credit that I think is fair. I initially asked for $200 but wont give a straight answer to whether they will do $150. Ive been told in the past they sell some of their furniture to other furniture stores and thats why if I had gone with a different furniture I would have gotten it sooner but yesterday ***** said that the other furniture store was lying to me about getting it sooner. So no one is giving me clear answers or caring that I have been waiting for 3 months for a couch and paying interest on my card for something I dont have yet and wont get credit for until it arrives. Their website says the couch typically arrives 3-6 weeks. It all feels like false advertisement about quality of service and what will be done if it gets done  I think they are hoping Ill go silent and cancel my order since they have no desire to follow through on what they tell me and dont answer my questions until I am more forceful with my requests, thats if they dont hang up on me or answer my calls. Im sure they were screening my call when I did call back. 
  

  

  Business Response

  Date: 03/21/2024

  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. Unfortunately, the consumers item is delayed with an estimated arrival of April 5th. We apologize for the extreme delay. The store advised that once the item is delivered, compensation will be offered.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/06/2024

  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 couch on 5/18/2023. My couch started creaking and one chaise sinking a few months after. It creaks so loudly when someone sits you can hear it from other rooms in my home. I explained the issue, sent a photo and video. A tech was sent and they claimed it was normal wear and tear. And the outcome was that they wont replace, repair or refund me. Ashley is not honoring their one year warranty. I was told prior to purchase if that anything went wrong within the time frame, my couch would be replaced or repaired. It hasn't and now the creaking and sinking issue is worse. I also like to mention that the quality of the floor model couch is different from what we received. It's cheap quality and a fast fashion like couch. Bait and switch.

  

  Business Response

  Date: 03/11/2024

  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: 03/11/2024

  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: 03/13/2024

  Ashley practices deceptive sales techniques. I was told if anything goes wrong in the first year, Ashley will replace or fix it as part of the warranty. My couch began creaking and sinking a few months after and Ashley has done nothing but tell me it's normal. Ashley refuses to fix the issue. It is now my understanding that upon researching other customer complaints, the same false 1 year warranty claims were used to sell furniture. My couch  is also of cheap quality compared to the floor model that caught my eye. 

  A couple of years of use would be normal wear and tear for such problems, not within a few months. Fast fashion type furniture is being sold. Furniture won't last long.

  

  Business Response

  Date: 03/21/2024

  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 understand the consumers concerns, however, based on the technicians visit on 12/6/23 the tech noted that it is normal wear and tear and not a manufacturer defect. At this time, we can schedule another technician for a second visit. We reached out to the consumer via email for further assistance; it may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/21/2024

  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 below.
  
  [Please type your response here.]
  Ashley emailed me that they cannot refund, replace or repair my couch but for some reason want to send another tech out. If ashley refuses to refund, repair or replace my item, what is the point of another tech? I have added their email responses stating they cannot refund, repair or replace.
  Regards,
  
  *********************************

  

  Business Response

  Date: 03/25/2024

   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 understand the consumers concerns, however, based on the technicians visit on 12/6/23 the tech noted that it is normal wear and tear and not a manufacturer defect. At this time, we can schedule another technician for a second visit, and based on their findings they will determine how to further proceed. We reached out to the consumer via email for further assistance; it may have gone to spam.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/25/2024

  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.
  
  [Please type your response here.]
  Ashley still had not repaired, refunded or replaced my couch. Th creaking and sinking continue to worsen. Their warranty claims are a a lie. I deeply regret this purchase
  Regards,
  
  *********************************

  

  Business Response

  Date: 03/28/2024

  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 understand the consumers concerns, however, based on the technicians visit on 12/6/23 the tech noted that it is normal wear and tear and not a manufacturer defect. At this time, we can schedule another technician for a second visit, and based on their findings they will determine how to further proceed. We reached out to the consumer via email for further assistance; it may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  
  
  

  Customer Answer

  Date: 03/28/2024

  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.
  
  [Please type your response here.]
  1 Warranty still not honored. Couch creaks and chaise sinks. 
  Regards,
  
  *********************************

  

  Business Response

  Date: 04/01/2024

  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 are not refusing to assist the consumer.We reached out to the consumer via email multiple times, without a response to proceed. Based on the ********** from 12/6/23 it was deemed normal wear and tear;however we can schedule another technician to assess their sectional and based on the findings, they will determine how to further proceed; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/04/2024

  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 will still not honor the 1 year warranty but want another tech to come and re inspect my couch because I complained. Their salesmen make claims that if anything goes wrong, it's covered under the 1 year warranty. It's a lie. They also push the extended warranty which they claim to remove nail polish from your couch.  Normal wear and tear isn't like this. 

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

  

  Business Response

  Date: 04/04/2024

  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. Please be aware that the manufacturers warranty will expire on 5/18/24. We are not refusing to assist the consumer. Based on the previous **********, the item was deemed normal wear and tear. We reached out to the consumer via email to further assist; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB
  

• Initial Complaint

  Date:03/04/2024

  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.

  Wrong Sofa and chase delivered and store will not correct. This is on behalf of *************************. Sales order *********. ****** and daughter spoke to sales rep **** about wanting the sofa, but in the other layout. This was agreed but entered and delivered incorrectly. ****** tried to explain to the 3rd party delivery people that it was not correct and immediately called and went to the store to correct. She was initially told there wouldn't be a problem and that they would correct it and deliver the new one the way she wanted and expected. Weeks later, we are still trying to get the right item delivered. A dispute with the credit card company **************** has been submitted until this is corrected. Mother in-law was told to sign for the item when delivered even though it was not correct. That is why she called and went to the store after it was delivered. We have spoken to both the store and sales manager and they will not correct the problem and are unwilling to work on a resolution. We have called corporate to get them involved and get a resolution but was told that the store would need to resolve it.

  

  Business Response

  Date: 03/11/2024

  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 can offer the consumer a re-selection credit for them to pick out the correct layout; we apologize for the inconvenience.  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 03/11/2024

  [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,
  
  ***************************