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 has 34 locations, listed below.

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• 

  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture Homestore

  661 Mall Ring Cir Henderson, NV 89014-6619

  
• 

  Ashley Furniture HomeStore

  9577 Ridgetop Blvd NW Silverdale, WA 98383-8553

  
• 

  Ashley Furniture HomeStore

  1340 Tapteal Dr Richland, WA 99352-8518

  
• 

  Ashley Furniture HomeStore

  2508 S 38th St Tacoma, WA 98409-7306

  

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:03/01/2024

  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.

  Made in store purchae November 25th, 2023 for couch and mattress. I asked for delivery of the items. December 14th delivery showed up to my home, it was a 2 man team. Lead delivery man visually looked at where the couch was going to go and stated he couldn't deliver and install it where I wanted it. He was able to deliver/ install the mattress. Then he asks what I want done about the couch, gave me no options. Thinking I had no options except have it returned to the store,I told him to put it in the garage. He did so and took a picture of it in the garage. Also did NOT have me sign any documents finalizing delivery, just left. Called the Ashley store the following week and spoke with the delivery service representative as well. Was told this was not appropriate and that I should get a refund for the premium delivery service since they did not fulfill the terms of said premium delivery service (delivery, installation, and take away of packaging materials). The delivery service made the store aware and an Ashley store rep told me they would file the paperwork for the delivery fee refund and that it would ***********-8 weeks for the refund to process. Today, March 1st, I called the Ashley store to find ask about my refund since my account hasn't been adjusted yet. Was put on hold by the store rep so she could talk to her manager about the issue. Was told that the paperwork had been started and sent to a "higher up" within the store and cancelled. And since "so much time has passed since December nothing can be done, they can't refund anything. Sorry." Unacceptable. For the record, they DID NOT fulfill their premium delivery service as advertised. I am the wife of an active duty Sailor who is currently deployed overseas, and it took my 14 year old daughter and I an hour to get the couch from my garage to into my den, so it was possible to deliver the couch, no way two professionals could do the same, especially as it is their paid job to do so.

  

  Business Response

  Date: 03/06/2024

  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. 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: 03/06/2024

  [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:02/22/2024

  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 went in to Ashley furniture on 1/7/24. The wife and I tried out the Tempur-Pedic mattresses. We tried out the medium breeze mattress. What we tried at the store. It was soft and had a cooling to the mattress when we tasted it out. The mattress that was delivered is not the same as what they have you test in store. The breeze was supposed to be 10 degrees cooler than most mattress. It is not. The mattress is still rock hard. The pillows that the salesman recommended ****. I have neck pain from them. The only thing from my order thats been worth it is the adjustable base. I guess I should have known it was a c*** mattress when they state no exchanges or refunds after delivery. Tempurpedic offers a 90 night return, but of course Ashley doesnt. Save yourself from the hassle and dont buy. Its defective advertising and just a commission check scored.

  

  Business Response

  Date: 02/26/2024

  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, we do not offer returns/exchanges on bedding. At this time, we can offer the Tempur-Pedic comfort guarantee. We reached out to the consumer with this information and requested photos.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a set of 3 items: a table, a small stand and a book case. I also paid for delivery and installation like what the receipt will show. Come delivery day - they only installed the table and small stand and LEFT THE **** CASE SAYING I WAS THE ONE WHO WAS SUPPOSED TO INSTALL IT MYSELF. First of all, I have the receipt showing I paid for both delivery and installation, second I have called SEVERAL CUSTOMER AND STORE AGENTS AND THEY HAVE ALL BEEN GIVING ME DIFFERENT ANSWERS! If I had to install this gigantic book case myself I would have never bought it in the first place! They never explained that I had to install it myself and MOST IMPORTANTLY I HAVE THE RECEIPT WHERE I PAID FOR PREMIUM DELIVER AND INSTALLATION! I want them to FINISH THE *** AND INSTALL IT - or JUST THE **** BACK BECAUSE THIS IS CLEARLY THEIR NEGLIGENCE, ERROR OR OUTRIGHT FRAUD! The receipt uploaded shows Premium delivery - there are NO OTHER comments like I have to install it myself. And then now they claim that I need to install it myself. This is UNFAIR AND FRAUDULENT!

  

  Business Response

  Date: 02/22/2024

  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 a team assembled the bookcase on 2/20/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:02/09/2024

  Type:Billing 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's keep over charging on furniture that I purchased nearly 2 years ago. They didn't give noticed by mail that promotion was ending g. Now every month they added financing charges bringing the merchandise now over the price I sign the contract for. This is robbery I will never finish paying for a bedroom.

  

  Business Response

  Date: 02/12/2024

  Good Afternoon ******************,

  We are saddened to hear of your recent experience with Ashley Homestore.  We own and operate 12 Ashley Homestores in the ************************.  Please reach out to Ashley Homestore ********************************** at ************.  They can connect you with the correct Franchisee.

  Thank you,

  Customer Care

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

  **************, **

  Customer Answer

  Date: 02/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer Answer

  Date: 02/14/2024

  The address where I purchased  the furniture was 

  Ashley furniture 

  91 S. MLK

  ********* 89106

  

  Business Response

  Date: 02/20/2024

  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. The consumer used Synchrony to make their purchase. The consumer will need to contact Synchrony regarding interest and payments; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/07/2024

  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 two barstools on 9/20/23, i also purchased a 5 year protection plan Its been less than 5 months and one barstool is completely broken and the other one is not sturdy I had an Ashley service technician come out to my home, he was rude in my home and when he left my home he slammed my front door as he was leaving. I still have no resolution to my broken furniture. All i want is for both barstools to be replaced or reimbursed as the quality is horrible

  

  Business Response

  Date: 02/12/2024

  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. The consumer received an exchange on 2/10/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought furniture in the amount of ******** on 11/15/18. Part of that was a 5 year Montage protection plan in the amount of $650.00. If I never made a claim in the 5 years after date of delivery which was 11/26/2018 I would be given a store credit in the amount of said accident protection plan. I never made a claim with Montage and would like my $650 credit that was owed to me. I moved states two years ago and when I called Ashley furniture in my new city they said they cant accommodate the credit because they are a franchise store. I called the store I originally bought the furniture from and they said they cant give me a credit unless I am in person. I dont live there, I live many states away and will not be able to use it in person. I asked if I could get a credit to use it online to order something to be shipped and was told no. I do not see anywhere in the agreement that it is void if I move. I would like $650 credit from Ashley Furniture since I never made a claim with the company Montage.

  

  Business Response

  Date: 02/08/2024

  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 are working with them to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:01/28/2024

  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 November 25, 2023 my boyfriend and I went to the Ashley furniture store in *********** ******* to look for a couch and barstools. We picked out our couches and barstools and after going to lunch and discussing it we went back and ordered it all. We got a couch, loveseat, coffee table, and 3 bar stools and on top of that we bought the 5 year protection plan for $469 and the delivery fee of $302.86. Our total amount spent = $4,797.52. Couches were delivered a few days after but the barstools were going to take a little bit longer because they did not have them in stock. A month goes by and we finally got the barstools. We put them together to find out one of them was broken. We called the store immediately and they said to bring the stool in and they would see if they could fix it in store. We took it in the next morning, (December 19, 2023) the guy couldn't fix it so they said they would order a new one for us because yet again they didn't have any in stock and have it shipped to our house like the others. we said great and went on our way. (Minus THE BROKEN BARSTOOL FYI!!) Since we hadn't received the replacement and it's now the end of January we call and they say it's in their system that they replaced the stool that day In the store when they did NOT do that! Store manager called (his name is ***) and was not helpful and just kept repeating and insisting that that they exchanged it out that day when they did not. Their guy couldn't fix it and they didn't have any in stock which is why we had to order the 3 of them to begin with! So now we are without our 3rd barstool AND the $100 we paid for it! We will NEVER buy from these THIEVES EVER AGAIN!!! They need to fire their casa grande store manager. His customer service was TERRIBLE!

  

  Business Response

  Date: 02/05/2024

  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 store resolved the issue with the consumer; we apologize for the inconvenience.  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:01/26/2024

  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.

  I placed an order on. November 10th I was told my order would be in on November 15th. That date came and went I. Was then told the 25th. That date came and went then I was told the December 5th again nothing. Eventually I got half my order on on December 15th I tried to get the last of my item as the floor model and got told they cant do that. I finally got a call Back right after Christmas saying they have discontinued my item and my only option was to drive from ************* ** to ********* to pick up a floor model.. when I arrived it was damaged I got no compensation for having to drive that for to pick up a used item.My other complaint is with online support everytime I call in I would get told different information My final complaint is the store I bought from doesnt communicate very well. They wont return calls, tell you that the weekends they dont anyone to help load items. My items I bought came with out packaging and looked used. I asked why and got told it could have been warehouse dirt or from there staffs clothing .

  

  Business Response

  Date: 02/01/2024

  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 were advised that guests are asked to bring help loading items from the store. Per liability, the stores can only assist to a degree, so no damage is done to the customers vehicle. We apologize for the consumers experience and are working with the store for compensation.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 02/01/2024

  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: 02/01/2024

  I was never told I needed to bring help to load.

  They only addressed one of the issues I complained about! 

  

  Business Response

  Date: 02/06/2024

  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 manager informed that the consumer agreed that the floor model was acceptable. There was light ware on the tabletop which was then discounted by $30. We apologize for the consumers experience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 02/06/2024

  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.
  
  [Please type your response here.]
  The 30$ doesnt cover the cost of having to drive 6 hours and take a ferry to get something I ordered in store and kept getting told different delivery dates 
  Regards,
  
  *************************

• Initial Complaint

  Date:01/24/2024

  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.

  in october of 2018, i made a purchase in store for couches, i was asked if i would like to add warranty to my purchase for $300 and if the warranty was not used at all then i would qualify for a credit. years passed and i didnt use the warranty, meaning i would qualify for the credit. i moved out of state and now reside in **********, when i called to inquire about my credit the store manager told me that i would have to go in store to their ****** location to use it and they cant just apply it to my account. the problem here is that i am now out of state and im not in the circumstances to travel out of state for furniture. i asked if the credit could be used at another location here in california and was told that its solely up to the store managers at the other locations. *** been having issues and i would just like to have a refund. the terms of this warranty and the credit were not disclosed to me during purchase. i was under the impression the credit would be refunded to me back on my ashleys credit card account which was opened and used to make the purchase previous address used for the purchase and delivery ******************************************************************************

  

  Business Response

  Date: 01/30/2024

  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 credit memo was created and we are working on getting a check sent to the consumer; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:01/21/2024

  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.

  I received an email advertising 0% interest with equal payments for 5 months. In the small print at the bottom of the email, it stated "No minimum purchase required". When I went to the store, and was getting ready to place an order on a couple of pieces of furniture, I was informed that there is a minimum of $4000 purchase for this promotion. I tried to show the store manager what the email said, but she insisted that the corporate policy is $4000 minimum purchase for the promotion. This is a clear example of what FALSE ADVERTISING really is and should be illegal. This is also being reported to the state A.G. office as well.

  

  Business Response

  Date: 01/30/2024

  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 store attempted to calmly address the consumers concerns, however, was unsuccessful. At this time, the store can contact the consumer to discuss their concerns; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 01/31/2024

  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 acknowledge that a manager did call and leave a voice mail.  However, when I attempted to call him back, I was informed by their call screening center that I was contacting the wrong store.  I tried to explain that I was returning a call but to no avail.  I just felt like they were trying to push the complaint onto someone else.  It's difficult to resolve ANY complaint with this company with the way their contact center is.  You can only speak to a store. Why can't I call or contact a regional or even corporate point of contact?  If my complaint is with a store, and I tried to resolve it with a store manager in person (who was not even interested in trying to answer my questions about why would a company offer something with no minimum purchase required and then when you come into a store to purchase items, you are then told that corporate policy states there is a minimum), why on earth would I want to talk to that person yet again?  The conversation would only on deaf ears.  This is why I would like to speak with someone from corporate or even a district manager.  I have already filed a complaint with the state attorney general regarding false advertisement.  At this point in time, I really could care less if someone does contact me.  I have already told everyone I know NOT to go to Ashley because of false advertisements and that they try to bait you into coming in.  My business will be taken elsewhere regardless if Ashley contacts me.  I know that the business I am now going to will not only respect me and my business, but will also stand behind what they advertise 100% without any hidden agendas.   

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

  

  Business Response

  Date: 02/01/2024

  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 understand the consumers concerns. We are working with management to receive additional information on the promo and will reach out to the consumer.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB