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

  
• 

  Southwestern Furniture of Wisconsin, LLC

  13177 S 135 W Draper, UT 84020-8439

  
• 

  Southwestern Furniture of Wisconsin, LLC

  40 E University Pkwy Orem, UT 84058-7684

  
• 

  Ashley Furniture HomeStore

  24 Bellis Fair Pkwy Bellingham, WA 98226-5573

  
• 

  Ashley Furniture HomeStore Southwestern

  3090 Gateway Blvd Prescott, AZ 86303-8680

  

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:11/13/2023

  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.

  I purchased a queen size bed 6 months ago from Ashley in *********** along with insurance. The bed legs broke and I have attempted to resolve this issue for over a month. I finally had someone contacting me and send me the parts (2 bed legs) , after i sent them the model, serial number, pictures , they send me the wrong parts, they send me the outside legs with 2 screws when the picture clearly shows the middle legs with 4 screws. I sent them an email stating the issue, now they are not communicating anymore. I have not had a bed for over a month. I want the bed replaced.

  

  Business Response

  Date: 11/16/2023

  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 reached out to the consumer via email for additional information; it may have gone to spam.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/16/2023

  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.
  
  There is no resolution, all the business is stating they contacted me and the email may have gone to spam. I checked all the emails folders there is nothing from Ashley Furniture, they either need to provide the proper parts for my bed and install it, replace the bed or issue a refund for the price of the bed. 

  There is resolution to my complaint in their response.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 11/20/2023

  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 sent the consumer a follow up email.Currently, the parts are not available, and the bed is discontinued. We will be able to issue the consumer a re-selection credit in the amount of the bed; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/20/2023

  [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:11/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online 11/04/2023 to use a lease agreement through Progressive Leasing with Ashley Furniture. Through a 'glitch' as customer service told me, my checking account was debited $324.74 within minutes, despite me filling out a cancellation form online within minutes after I realized what had happened. I called them immediately and the representative informed me the item was shipped right after it went through but she would intercept it and my refund would be done. That has been since 11/04/2023 and I have no refund and now the finance department has told me there is a 'glitch' and IT is working on the problem. This has been 2 weeks now and I have no refund and no one from corporate, finance or customer support can tell me how or when to get my refund. Because of their 'glitch' my banking account was overdrawn and the bank advised me to close my debit card because Ashley had attempted to take out 3 different amounts that day. So my bills that were ACH were sent back and I have spent numerous hours trying to call my creditors as well as numerous hours with Ashley to get to the bottom of this.

  

  Business Response

  Date: 11/20/2023

  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 ****************. We were advised that a refund was issued on 11/20/23 and may take 3-5 business days to reflect onto the consumers account;we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/20/2023

  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.

  I will not accept this until I see the refund in the account so I do not want to close the complaint.   I have called everyday since November 3, 2023 and have been lied to on a daily basis by every representative.   So when I actually have my refund in my checking account I will withdraw the complaint. 
  
  [Pleasie type your response here.]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/22/2023

  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 ****************. We were advised that a refund was issued on 11/20/23 and may take 3-5 business days to reflect onto the consumers account; we apologize for the inconvenience.
   
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  
  

  Customer Answer

  Date: 11/22/2023

  [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:11/10/2023

  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.

  went to store on 10/24/23 and a gentlemen approached me regarding 2 pictures that I wanted to purchase. Had purchased before and no problem. Wrote on my purchase reciept that I would recieve on Oct. 31st 2023. Called # that was listed for you to call to track your order. **** came back to phone and told me not in stock, and delivery date would be Dec 7th. Told her that was not acceptable and cancel the order and that I wanted a total refund. If I would have know this in the beginning would have never ordered. Then I immediately went to the store and talked to one of the 2 ladies that were at the desk. She gave me a case # and told me my refund would be issued in 10 to 14 days. This was on Nov 1st. Got an email from customer service checking my home address on Nov 2nd. Called the store as a follow up to check the status of my refund and was now told 6 to 8 weeks! Todays date is Nov 10th. It took them 5 minutes to take my money! This is not acceptable. Asked to talk to a manager and no call back. Want my money back now. The people in the store dont give you this information if something goes wrong with the purchase or if a delay.I want my money back now! I have another item that I purchased at same time that I am suspose to recieve on Nov. 15th. hope no problem with this. WILL NEVER PURCHASE ANYTHING ELSE FROM THIS COMPANY< EVER! Please give me my money back. How would you like to have to wait 6 to 8 weeks for a refund at these desperate times for Money!

  

  Business Response

  Date: 11/16/2023

  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 are working with them regarding their refund; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/17/2023

  [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:11/10/2023

  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.

  I went into Ashley store and tried out Multiple Purple beds. Since my husband has a bad back the salesman told him the firm mattress would be best for a bad back. When he tried the bed it seemed to be comfortable in the store. I asked about Returns and exchanged and were told they do not do returns but they do exchanges. With that information I continued doing business with them, knowing I would be happy with my purchase if I got a mattress I was not happy with. They delivered the mattress and after sleeping on it for one night, he woke up having worst back pain then when he went to bed. I called Ashley to see about an exchange and was immediately told all sales are final and no exchanges will be made. They told me to call purple and when I did, ****** said I would need to deal with Ashley, but Ashley would not help me in anyway. I paid 11k on mattresses and bed frames to be given an item I was not happy with. At the time of sale the salesmen gave me the forms to sign while he was telling me what I was signing. I believe him when he said we would get an exchange if not happy with a mattress. I signed what he told me and was distracted with him talking that I did not read every single word on the forms. I was lied to on multiple levels. They did not provide an exchange and they were misleading and lied to me about a firm mattress being best for a bad back. The manager said to give it some time to adjust to the bed but its been 2 weeks now and there is no change in the firmness. If I knew they did not provide exchanges I would not have gone with that store: they lie and mislead customers to make a sale. The Purple store does provide an exchange so why would I risk 11k and risk worst back pain.I just want to be happy with my mattress.

  

  Business Response

  Date: 11/13/2023

  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 policy, all mattress sales are final. The consumer will need to contact the manufacturer (Purple.com or **************)  for further assistance with the comfort of the mattress; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/13/2023

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

  Customer Answer

  Date: 11/13/2023

  The salesman at Ashley told me they do exchanges. When I got the Purple mattress it was not comfortable so I contacted Ashley. They told me they do not do returns or exchanges and all sales are final. They also told me to contact a Purple. I contacted Purple and was told that Ashley furniture needs to address the issue since i did not buy the mattress online at the Purple website. 
  I am getting told by both companies that they are not responsible and I am stuck with a mattress that I am not happy with. Purple will not help me and Ashley will not help me. 

  

  Business Response

  Date: 11/16/2023

  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 unfortunately will not be able to assist the consumer. The consumer will need to contact Purple, the manufacturer regarding any issues with their mattress; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/16/2023

  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.
  
  When I bought the mattress I was told there was exchanges. When I contacted Ashley about wanting an exchange they said Purple was responsible. But since I did not buy it from the purple online website, purple said they cant help me. So now Im stuck with an expensive mattress that I am not happy with. Ashley lied to me to get my business. If I knew they wouldnt have done exchanges I would have gone to the purple website. 
  
  Regards,
  
  *****************************

  

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

  Customer Answer

  Date: 11/22/2023

  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.
  
  I have not heard from either company and am still stuck with a mattress that I am not happy with. 
  Purple states Ashley furniture store is responsible and Ashley states Purple is responsible for the exchange. Ive been going back and forth with both companies and neither take responsibility and providing a resolution. Ashley furniture salesman did tell me they offer exchanges but no refunds. Based on that information I spent 11k on mattresses, bed frames and protectors. I wish I would have known that Ashley lies to customers to gain business. I dont appreciate spending this much money and not being satisfied with the purchase. I would also like to point out that the beds at Ashley store are way different than what is actually sold to customers, a little false advertisement. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/22/2023

  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. Per management, the consumer was informed at the time of purchase that there are no returns/exchanges and if there was a need for an exchange, it would have to be done through Purples terms and conditions. The consumer contacted the store the day after delivery and was advised they would need to sleep on it for 30 days to be eligible for purples exchanges. The consumer was given in email all the information and paperwork needed to do the exchange through Purple. The consumer was not misled in any way.
  Unfortunately, we will not be able to further assist. The consumer will need to contact Purple for any additional assistance with their mattress; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/22/2023

  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.
  
  Once again the Ashley salesmen did say there was exchanges, the paperwork said otherwise but he said there was. I said I would not buy if I could not trial it out first. Purple flat out said that Ashley was responsible and Ashley would need to assist with the matter. Again, both companies refuse to help me, but I bought the item from Ashley. This company lies to get business. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/29/2023

  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. Unfortunately, we cannot assist the consumer. The mattress is manufactured by Purple therefore the consumer will need to contact ****************** informed that the consumer was given in email all the information and paperwork needed to do the exchange through Purple; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/29/2023

  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 above.
  
   For the 5th time, PURPLE will not help since the mattress was bought at Ashley! See the following email from purple. 
  can someone help me? 
  back and fourth isnt helping. 
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/04/2023

  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 the consumer was approved for a courtesy re-selection. The consumer has a tentative delivery date of 12/21/23.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 12/05/2023

  
  
  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:11/03/2023

  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.

  We purchased a couch and loveseat from the Ashley Furniture store in *********, ****** on ****. They delivered it and it would not fit in our apartment so we called with a few hours of delivery and said we need to return it because we cant even get it inside. They said there is no return policy. It states all over the website that theyre anywhere from a 3 day to 30 day return policy. When I called the said that is only if purchased online, not in store. They would not make it right. We want the couch exchanged for one we can actually get in our house and to be reimbursed for uhaul and storage unit we had to pay for ti store it.

  

  Business Response

  Date: 11/06/2023

  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 terms and conditions, all sales are final. Unfortunately, because the items were moved from the original point of delivery the manufacturers warranty has been voided. We will not be able to approve a reselection/return; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:10/25/2023

  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.

  Bought and item online and Ashley did not allow return. Called several times within the refund policy timeframe and company did not send return labels. **** saying my refund request in process.

  Customer Answer

  Date: 10/26/2023

  The attached item is what needs to be returned and Ashley has not sent return label and is charging me for item. This needs to be returned and refunded. Return label can be emailed. And instructions on how to proceed for the refund ************* 

  

  Business Response

  Date: 11/01/2023

  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. The consumer received a replacement on 8/24 and did not reach out again until 9/16 requesting a return. The consumer is not eligible for a return/refund; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/08/2023

  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.
  
  [Please type your response here.] the issue is not the return dates. **************** was called twice to get a return label emailed to me to return the item and nothing was ever sent. This is the reason that the return was not within timeframe and my issue. I was never sent the email to return item and no other instructions. This was an online order so a return label was needed and this was not handled correctly for me to return item. Please send a label to return item and refund issued 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/09/2023

  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 Online sales management. The consumer received their replacement on 8/24 and did not contact requesting a return until 9/16/23 and would not be eligible for anything other than a replacement if needed. A return/refund is not approved; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/09/2023

  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.
  
  [Please type your response here.]These dates are still within the 30 days. Also, why didnt customer service state that return was not eligible if so. A return label stated it would be sent. If correct information was given then other calls would have followed up. A return label and refund is requested and should be given for good customer service. **************** agents should be trained on correct policy and not mislead customers as we are continued customers of Ashley in the past 10 years 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 11/13/2023

  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 Online sales management. We were advised that a courtesy return was approved. Please note, that the consumer will need to ship the item back and we will not send a call tag, once we receive a tracking number, we will be able to issue a refund excluding shipping and handling fees.
  
  Return address:
  BOLD C/O ASHLEY FURNITURE
  1101 E *********** 
  ********** ** 67501
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/13/2023

  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.
  
  [Please type your response here.] what is the charge of shipping and handling fees as a return label will be needed. Are you requiring customer to pay to return and also you will be charging additional shipping and handling fees. Also, who is a contact person to ensure  refund is given? I dont want any communication to be lost again and no results. Is it an option to take this to a local  Ashley location for return?

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

  

  Business Response

  Date: 11/15/2023

  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 Online sales management. The consumer will need to go to *** or ***** to ship the item back at their expense, we cannot provide a price. Due to this being an online order, the local store cannot accept the return. Once the item has been shipped, the consumer can provide the tracking details to their BBB response and a refund for the item will be issued; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:10/25/2023

  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.

  In March we bought the mattress and a mattress cover which we were told would help us if we had a problem with the mattress. We were told by our salesman by purchasing their mattress protective cover we would be protecting our warranty. The bed has been Determined by one of their own technicians as defective. I have been trying over the last 3 weeks to work with Ashley's to know prevail. All they want to do is exchange it. I am tired of arguing with them about a refund. They won't even talk about pro rating the price. I would simply like them to take the mattress back and give us our full refund. I don't want to deal with the store that treats us so badly. Especially after all the money we've spent in their store over the last twelve years. Any help you can give us would be greatly appreciated. Thank you

  

  Business Response

  Date: 11/01/2023

  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 terms and conditions, we will not be able to approve a return/refund. The consumer has an exchange schedule for 11/3/23; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:10/23/2023

  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.

  On October 12, 2023 I purchased a ***************** and ******************** from Ashley furniture store, my sale order number was ************ and on October 14, 2023 sofa was delivered but when delivery guys tried to bring it inside my apartment they damaged my wall door frame and floor. One of the delivery was named ***********************, they werent being careful and they didnt care about other people property they grabbed the cushions with their dirty hands thats when we decided we didnt want it and they took it back, when they were going to bring it down the stairs they threw the cushions down and from the second floor to the first floor i made the report right away and cancelled ottoman and they still havent contacted me or anything and havent gotten my money back, I payed $1,190.89 this is not okay they havent even tried to solve the problem. The tracking number for the ottoman was ************

  

  Business Response

  Date: 10/31/2023

  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 our In-Home Damage team. We were advised that a service was scheduled for 10/30/23; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 10/31/2023

  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.
  
  My landlord came to take a look at the wall repairs and he didnt like it, the repairs look horrible, the guys who came to fix them didnt do a good job and now my landlord is charging me to have it repair the right way, I dont feel like I have to pay for that because that is something that Ashley furniture store deliverys did and I want the to have it fixed the right way, I can send and estimate and hire someone who can make it look as good as it was before they damaged it our Ashley furniture store can send someone who can do it the right way, this is not okay, Im getting tired of this and I cant be wasting my time in this please I want this solve asap, also I havent gotten a refund on the ****** ottoman and they guys who can to fix they couldnt fix the floor and they didnt fixed the outside door frame.

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

  

  Business Response

  Date: 11/02/2023

  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 Online sales management. A refund for the ottoman was issued on 11/1/23; we apologize for the inconvenience. At this time, we are working with our Home Damage team. They will be reaching out to the consumer to work on resolving this issue.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:10/20/2023

  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 06/11/2023, I went to the store in question with my wife to buy a bed and sofa. Our current bed at home is a queen. We went to buy a queen **** but there was a confusion and we confused the queen and king size. A king-size bed came to our house, but the box of our bed at home was for queen size. We told them to change our bed and they changed it. So far everything is normal. What's not normal is 1. I paid for king size instead of queen size. They refused to pay the price difference and are not paying. 2. If we were not satisfied with the **** we had the right to change it (90 days), but they refused that too.1. We want the price difference to be paid to me.2. We want the mattress to be replaced with a softer one.3. Or they should take their products back and pay us our money.P.C My wife and I are middle-aged people and we have lower back pain.Muhammet Baysal

  

  Business Response

  Date: 10/23/2023

  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 Regional approved a one-time courtesy to replace the bed with the correct size the consumer needed. We were also informed that the consumer was given the information that they would not be given a refund; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:10/10/2023

  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.

  So since I did not respond to the email I had received to the previous BBB, I must have skipped over it. Yes, so T891-9, for the cocktail lift table, that item was delivered to our home and put back on which was originally put in for a claim because it was bowed. It is bowed again. We bought this as a set...coffee table and two side tables. It is bowed again for the second time. I originally put this complaint/dispute in with synchrony bank through Ashley furniture. I'm tired of playing around. I told them the same thing, fix once because of bowing, and now it is bowed again. We still have the first bowed cocktail table. The technician never took it.As for D733-223, yeah and the dining chair came and never got put back on. It came with no directions. Kind of useless. I have been complaining about this furniture before my one year. I had a dispute in with synchrony before my one year especially when the dining table chair had that splinter. That almost got up my ****. I was so mad. I immediately called and disputed everything besides the couch. So if you would like all those dates I disputed everything I can get that, but I have been wanting Ashley furniture to take this c*** back. I hate this furniture. This furniture will not last years. It won't last meals to come. It won't last at all. I'm very disappointed.

  

  Business Response

  Date: 10/17/2023

  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. Per policy, we will not be able to approve a return/refund. The manufacturer warranty for SKU T891-9 expired on 5/1/22. At this time, we can send a courtesy technician to assist with the installation of the parts and assess the cocktail table; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 10/17/2023

  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.
  
  That is fine, you can have a technician come out and fix the furniture including the back of the entertainment stand backing as well.

  So the table chair, entertainment stand backing, and look at and replace the coffee table top of the cocktail lift table.

  I don't think you understand, but I have been fighting this c*** furniture since 2021 with Ashley furniture's synchrony bank's credit card.  But we can do it this way, I can give synchrony bank a call again since you do not want to do anything about it.  I hated this furnitures quality from the very beginning.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/18/2023

  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. The consumer has a courtesy service scheduled for 10/21/23.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB