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

  17501 Southcenter Pkwy Tukwila, WA 98188-3706

  
• 

  Ashley Furniture HomeStore

  1340 Tapteal Dr Richland, WA 99352-8518

  
• 

  Ashley Furniture HomeStore

  2028 N Tomahawk Island Dr Portland, OR 97217-8106

  
• 

  Ashley Furniture HomeStore

  3635 E Fairview Ave Meridian, ID 83642-5816

  

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:01/10/2024

  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.

  On 03/20/2022 my wife and I purchased a 4-piece power recliner Sales Order# ********* along with a $469.99 5Year Protection Plan from the Ashley Home Store in ****** ****. We noticed once it was delivered the right-hand side power section was way offset in the back and that side made a rubbing noise while you powered it up or down. We called the store, and they sent out a different installer who said it probably wasn't set up right and proceeded to try to push it down into an aligned position to match the left-hand side. There was still a sizable gap difference on the back, and it still made the rubbing noise, however it was slightly better. It has never worked quietly as the left-hand side and now that side looks like the attachment bracket has broken and caused the back side nto fall down and leather to tear. The motor still operates but it's still noisy causing more damage to the back side. Please see my attached photos. We called the company that Ashley sold us the Service Contract through, and they sent out a technician. He said he can't do anything at this point and thinks it was either installed incorrectly and forced down into the bracket that attaches the sections causing it to fail or it was just defective from the beginning and should have been taken back to the store for replacement. Hopefully we can get a new section delivered since I feel this section was never correctly installed and/or manufactured wrong from the day it was delivered. My wife and I are 65 years old and don't have children or dogs that would cause any extra abuse to that section. Since the other side has always looked and worked fine, I feel it is truly a defect in production.

  

  Business Response

  Date: 01/17/2024

  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 replacement was approved with an estimated delivery date of 1/18/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 01/17/2024

  [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 appreciate the response and I have been contacted by my local Ashley store to schedule delivery for the replacement. Again I really appreciate the help provided and will continue to be a loyal Ashley furniture customer.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:12/28/2023

  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.

  November 11, 2023 Date of Delivery November 17, 2023 Wrong items delivered Waited two weeks and then still missing pieces pieces arrived 12/7/2023 have to wait 19 more days (12/26/23) to have installed/assembled that should have been checked prior to delivery date. Store claiming that there are only 2 drivers/technicians in the entire ************* that can put the furniture together per the Operations Manager and no way to contact drivers/technicians besides email.Merchandise was paid for in full in good faith, however contract for delivery and setup was and has not been completed and is unusable until that time. Looking to get job completed sooner due to the merchant has not completed their end of the contract

  

  Business Response

  Date: 12/22/2023

  I spoke with ***** today.  Guest confirmed that the purchase was made in ****.  We are not franchised with any store locations in **** and do not have access to their database.  Please send to correct licensee.
  
  

  Customer Answer

  Date: 12/22/2023

  The store location is in ************ ****** area of **** and did not appear in your search. Their address is

  13177 **************************************

  Customer Answer

  Date: 12/26/2023

  I am rejecting this response because:   

  The store location is in ************ ****** area of **** and did not appear in your search. Their address is

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

  

  Business Response

  Date: 01/09/2024

  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 bed was assembled,and spare parts were picked up; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 01/09/2024

  [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 will never shop with this company again and hope that this gets passed on to them. We know we mean nothing to them. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/26/2023

  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.

  On November 25th I ordered a couch from Ashley. It was set for delivery on December 2nd. The couch came on December 2nd but when it got there delivery said that my ceiling wasnt high enough to bring the couch in and he said he wouldnt do it. I said thats okay and he said that if I reordered the full ******* of the sofa instead of the Queen ******* then he would be able to fit the sofa inside the house. So the delivery person took the couch back and said that someone from Ashley would call me to confirm what happened and help me order the smaller couch. Later that day someone called me and she said yes, we understand the delivery person refused to deliver the couch, we have taken it back and I have let the warehouse know. ***** get a refund and then well help you order the new couch. She let me know someone would call me in ***** hours. No one called. Then on Dec 4 I got an email saying our credit card was charged even though we didnt have the couch. So I called Ashley, they said that actually the warehouse wasnt told about the couch like Ashley support said theyd told them and so this support person would now need to create a case for the warehouse to find the couch and issue a refund. That person said someone would call me in ***** hours with a update. I waited longer than 48 hours and no one called. I called again and a different support person said that the refund had not been initiated and they would now need to initiate it and I would see it in **** business days. So I waited 10 business days and when we still didnt have a refund I called back and the person I spoke to said that the refund had actually not been issued and now I would need to wait another **** days. That person said that they would call me in 1 hour to confirm as I had had so many people tell me false info and then she never called so I called back and got someone who said a refund had not been issued and they would call me back in ***** hours. Its now been 72 hours and still nothing.

  

  Business Response

  Date: 12/28/2023

  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 ************************ We were advised that a refund for the Queen ******* Sofa was issued on 12/27/23 back to the original form of payment and may take 3-5 business days to reflect on account; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:12/23/2023

  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.

  On November 01, 2023, I visited the Ashley Home Furniture store located at *************************************************, where I made a substantial purchase of a couch, purple mattress, and dresser.During my visit, I inquired with the salesperson about a suitable pillow for back sleepers. The salesperson recommended a specific pillow, which I subsequently purchased due to its thickness and softness. However, upon receiving the pillow on November 29, 2023, I noticed that it appeared significantly flatter than I remembered. Initially, I assumed it might expand with use, but when it became apparent that it wasn't getting any thicker, I decided to return it.I paid $200 for the pillow and expected a high-quality product in return. Given the issues I encountered, I sought to exchange the item. To my disappointment, when I brought the pillow to the store, I was informed that I could not exchange it because the packaging had been opened. I escalated the matter by contacting the store management, but regrettably, they reiterated the same stance.Subsequently, I reached out to Ashley Home Furniture corporate offices to request a refund, as I believed the pillow to be defective. During this communication, I explained that the pillow seemed to be missing some of its filling. Despite filing a request and providing photographic evidence of the defective pillow, I received a response a few days later stating that they would not refund the money.This situation has left me feeling extremely dissatisfied and frustrated as a consumer. When a customer invests a significant amount of money in a product, it is reasonable to expect a corresponding level of quality and customer support. This experience raises concerns of a potential bait-and-switch tactic, and it undermines the trust I had placed in Ashley Home Furniture as a reputable establishment.

  

  Business Response

  Date: 12/27/2023

  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 was advised to reach out to BEDGEAR directly regarding any warranty-related concerns. Per terms and conditions, all sales are final; we apologize for the inconvenience.  
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 12/27/2023

  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.
  
  If you order something from Ashley chances are good they wont send what you ordered. Bait and switch tactics.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/14/2023

  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.

  On July 2023 I purchased a sleeper sofa for my mom to use while she visits us. A family member recommended to buy it from Ashley Furniture as she has purchase a sofa sleeper herself. I was greeted and helped by a sales person, I explained the situation, showed him the sofa bed my sister had and he recommended another sleeper sofa because I have children and the material was supposed to be best. I asked him if the mattress and all the components were the same as the one my sister had and he said yes and that all sofa sleepers they sell are the same mechanism. I went ahead and make the purchase and even got warranty on the item. Few months passed by and my mom says this is not the same mechanism as what your sister has and this is not well built and the quality is poor. I was surprised so I went ahead and call and later visited Ashley and then call couple of times expecting a call from the manager, well I was giving the round around and so I was able to speak to the manager and she said too bad, we cant refund you the money, the sales person is gone for issues like this but too bad for you there is nothing we can do, the return policy doesnt allow us to process a return. I questioned them about the company standards. Ashley should refund me the money because they lied to me and took more than a $1,000 and do not want to accept responsibility. They are deceiving and need to be make accountable. I asked them if I could get the sofa bed I originally asked which was the same as my sister and/or exchange it and they said no, and that is most likely that the quality is not the same anymore. I wish they were honest when making the sale. Now that there is a problem they honestly said that not all mechanisms are the same even when they claim all his employees say the same to make sales. Management did not seem to care about Ashley reputation.I am attaching pictures of both my sister and my sofa.I would like my money back and they can take their sofa back

  

  Business Response

  Date: 12/18/2023

  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 the terms and conditions, For any item received damaged or with a manufacturers defect, notify customer Care within 72 hours of delivery and we will work with you to repair, replace, or pick-up the item for a return. Otherwise, ALL SALES ARE FINAL. We will not be able to approve a return/refund/re-selection; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went into Ashley furniture store on 11/25/23 to purchase a fireplace and a couch set. We ended up finding what we needed and purchased both items. We paid ******** debit card and the rest on an Ashley furniture card. Originally I tried to pay cash and the rest on store credit card but the store manager **** who helped my husband and I asked us to drive to the bank and deposit the cash we tried to use and pay with my debit card in case we had to return the purchase that it would take less days to process the return. We got our couches delivered and the fire place insert our stand was to be delivered on a later date. It never arrived and it got rescheduled two more times. I called Ashley furniture store and ask for a refund so I can go buy a fire place at a different store that could have one in stock because I had originally planned to buy a fireplace for my husband who is going thru chemotherapy and he is always cold and I figured this would help him stay warm. But Ashley refused to give me my money back.Now Im left without a fireplace, no money to purchase a new one. I called the store multiple times I spoke to **** (he never returned my call) I spoke to *** another store manager and she also could not help me all she could do is refund the fireplace on my synchrony card but not debit. All they could say was sorry that they made a mistake but they could not help me.

  

  Business Response

  Date: 12/20/2023

  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 refund for the Tv Stand was issued back to their consumer synchrony account and may take up to 2 billing cycles to reflect on statements. The fireplace insert was picked up on 12/19/23, we are working on getting the consumer refunded; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:12/11/2023

  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.

  See attachments.Another desired settlement due to the behavior mentioned in the attachment letter regarding the delivery person that traumatized me are two area rugs to be placed on my cold floor. Also, the delivery of two end tables that I was given four different delivery dates but have not shown.

  

  Business Response

  Date: 12/14/2023

  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 issued for the sleeper sofa (Cm *******). We are working with our billing department to correct the error with the tables. Once corrected, the consumer will be provided with the tracking numbers. We are also working with management regarding the consumers request for the rugs; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:12/10/2023

  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 12/5/23, my husband received a damaged dining room bend with snags in the material along with a scratched dining table on the surface. My husband and I decided to forgo the scratch on the table and live with it but cannot use the bench portion of the dining room set. On 12/5/23 at 5:53pm when I got home from work, called over to Ashley furniture and asked for *****************, the salesperson who sold us the furniture. They said ***** was not working (I spoke with *************** who created case #******** for me. She told me to give her 24 hours to get this resolved and she will have someone call me. On 12/6/23 and 12/7/23, I did not received a call back. I then called 12/7/23 to reguard, our insurance who handles damaged to see about getting a technician out here, they said the resolution had to come from Ashley's customer service line. I called there right after the reguard call, they said at first they couldn't find the order, spoke with ******* at the store with customer service on and ***** was still not available, they said they never heard of *************************, who's email I received asking for picture of damage by the twos. I did so and confirmed that customer service got them, they did. The case number they said was not correct and that they had to reissue the original case #********. I then, while we were on the phone, sent the copy of the serial number under the bend with 2 photos of the damaged bench and I asked for an exchange. The lady said i would hear back from someone within ***** hours. It's now passed that and haven't heard anything. I read a lot of scary stories and looked on this website to see that many people have had problems with Ashley and has encouraged me to open this case. All I need is an exchange for the bench, but I cannot get anyone to speak with me. I even offered to take the one on the showroom floor that is usable. I cannot use the one we have, but refused. Can you help me get exchange for bench?

  

  Business Response

  Date: 12/18/2023

  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 parts (Bench cushion, legs, and hardware) were ordered and expected to be delivered on 12/18/23; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:11/28/2023

  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.

  Placed an online order with Ashley furniture for a mattress, delivery date of November 30, 2023, after placing the order and confirmation the date said November 30, 2023, then later the date turned to ships within 5 to 6 weeks. The amount of $303.43 is only pending, I canceled the order twice, called customer service and was told to wait until a shipping date to cancel. In the *** it says any order placed within 48 hours will be canceled immediately. Now I'm getting the run around, I want my money released so I can get an honest company with an honest delivery date. This was a shady thing to do to a customer expecting the bed to be delivered on the date promised, then turn around and put 5 to 6 weeks, I will never buy from this company again. Just release my money for order #************, so I can buy my needed bed.

  

  Business Response

  Date: 12/05/2023

  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 Online sales management. We were advised that the order was canceled and the authorization charge was removed; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/06/2023

  [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:11/17/2023

  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 couch 3/23/23, I did it on the phone with a sales person I was very hesitant because the couch I was interested in was sand colored, I informed him I ran an in-home daycare as well having 2 children myself and he reassured me if I bought the protection program for $349.99 that I could get my couch cleaned whenever I wanted to. Well it got to where I needed care on my couch and I called and they said I needed to call the protection program and they told me I needed to send in pictures so I did I get no reply. I end up calling a few weeks later and they have no document of me calling even though "I was on a recorded line" I was following up to when they would come and clean my couch and they had no record so I asked if we could set something up and they asked for pictures and I sent pictures and they informed me they could not clean the couch because they only do spot cleaning. Meaning I had to call and make a claim for each individual spot. I was not informed by the sales person about this and told the protection plan that you realize if I did that you would be here every day? so I asked for a refund. and he set me up with that. I have been calling every couple of weeks to see when I would be getting my money back with nothing but them being annoyed with me. I even asked to return my couch because I was lied to and they said there was nothing they could do because there was nothing wrong with the couch even though it was fraud for them to lie. I just want my money back and I don't want any one else to fall for this scheme. I will never purchase from Ashley furniture again.

  

  Business Response

  Date: 11/22/2023

  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 the Furniture Protection Plan. We are working with them to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB