Complaints

This profile includes complaints for Ashley Furniture HomeStore Southwestern's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  6910 W Bell Rd Ste B Glendale, AZ 85308-8461

  
• 

  Ashley Furniture Homestore

  6425 N Decatur Blvd Las Vegas, NV 89131-2960

  
• 

  Ashley Furniture Homestore

  661 Mall Ring Cir Henderson, NV 89014-6619

  
• 

  Ashley Furniture Homestore

  9200 W Sahara Ave Las Vegas, NV 89117-5749

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2023

  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.

  10/1/23 Re: *****Gen ********* ***** Recliner 1.9/25/23 - 2 *****Gen ***** Recliners purchased 2.9/28 - They were delivered late afternoon. a.1 chair arrived in a box, the other did not. b.The delivery men assembled the chairs, briefly tested **************** walked out the door. They were polite, but gave us no opportunity to say or even ask us whether we liked them or not; nor did they inform us that once they walked out the door, we had no recourse to return them or get our money back. c.1 chair worked for 1 time and hasnt worked since - chairs in our possession less than 2 hours. The depart. that handles malfunctions/complaints was called immediately. Promised call back by the next day. 3.9/29 - No one called so I made a call to ask them to replace the chair or return our money. a.I was told that they couldnt replace/refund without service call.b.Spoke to *********************, FPP Team, was informed that 1st available tech is **** almost two weeks after the initial complaint was filed. We were livid. I believe ***** did her best but Ashley Furniture **************** Policy is horrible.c.We went to talk to the manager store. He was very nice but unable to help. 4.9/30 *****, complaint depart called.a.Said service tech, suddenly, can come on 10/6. We are NOT happy about repair, but its unusable as it is. 10/6 is better than 10/11, but still unacceptable customer.b.Called credit card *** to ask to put hold or pull backfunds - working on it.5.10/1 at this point, as far as were concerned, they can just pick up both chairs and return our money. Update to: Ashley ltr : 10/1/23 6.10/6 Ashley tech. showed to repair faulty. Said faulty motor! Didnt have part to fix. 2 possible problems the motor or switch. ****, Weve had a problem w/the motors & the switch mechanism on these ************ waiting.7. 10/7 - Got call from store mgr - replacing chair 10/12 - more waiting.

  

  Business Response

  Date: 10/16/2023

  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 were advised that the consumer received a re-selection credit; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:10/06/2023

  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.

  Ashley Home furniture warranties are a complete scam. We protected our furniture through Ashley who uses Protect All. We filed a claim in August. The Ashley representative stated they were coming to my home to "fix" the furniture however they only inspected it and the Ashley representative sent a FALSE report to Protect All. I was not home during the inspection and my girlfriend was. The representative asked my girlfriend when we moved into the home which was over a year ago. The Ashley representative then told Protect All our furniture wasn't under warranty because it was damaged in transit. First, they should not have asked my girlfriend questions as it is not her furniture. Second, if it was damaged during transit then I would have put that in the claim. Third, how could it be determined it was damaged in transit when it was not. Do not waste your money on their furniture protection. We called Protect All to file a dispute about the false report and it has been months of calling, them saying they will be looking into it, and never calling us back. Between Protect All and Ashley furniture they both do not care and are there to take your money. Due to the false report, and time wasted we want a full refund of the furniture and they can take the furniture back with them.

  

  Business Response

  Date: 10/16/2023

  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 the Furniture Protection Plan. We were advised that no refund is due to the consumer, however, they are in the negative. Per the technicians visit, the damage to SKU T901-9 occurred during transit; we apologize for the inconvenience. Please see below for calculations.
  
  Name: ***********************
  DOP: 01/08/2020
  PH:**************
  
  Invoice: 620713320
  Date of Cancellation
  9/6/23
  Effective Date
  1/11/20
  Term in Days
  1,826
  Days in Effect
  1,334
  Prorata Factor
  0.73
  Purchase Price
  $49.99
  Earned Price
  $36.52
  Cancellation Fee
  $4.99
  Prior Claim Paid
  $25.00
  Total Refund
  -$16.52
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office

  KB

• Initial Complaint

  Date:10/05/2023

  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.

  I purchased a sofa and chair from this store. They did not have the chair in the store, but I ordered it any way assuming it would be similar to the sofa. After they were delivered, we tried the chair and we did not like it. We tried to return it to the store and they said since we had signed for it, their policy did not allow us to return it for a refund. They indicated we shouldn't have signed for it, but the delivery people did not speak very good English and they made me believe I had to sign for them to leave the furniture. Their website indicates you have 72 hours, but they said that is for online orders only. I would think that is what this is since we couldn't try it out, but they said it was a different division. I don't understand how a business can refuse to provide a refund for an item that wasn't used and wasn't as advertised.

  

  Business Response

  Date: 10/12/2023

  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 the consumer was approved for a re-selection credit for the recliner (CM **********); we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:10/05/2023

  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 purchased a wooden ******************** from the the store on June 27th, 2020, along with two mattresses. What sold me on this was the sales mans claim stating if I purchased the protection plan it would cover dings/scratches and damages that young children may make to it at no additional cost to me for 5 years. I made the purchase for the entertainment center with the protection plan, I had initially went in just to purchase mattresses. I reached out to Ashley when I noticed my daughter had scratched two areas of the entertainment center and I noticed at this time that the bottom from was coming apart from the entertainment center as well. They directed me to the company who holds the protection plan, Protect All. I filed a claim, on the phone was told both those issues were covered and my next step was to submit photos of the damage and serial number. I did as requested and then was denied the claim earlier this months The reason to be denied accent cabinets are considered an accessory and arent covered by the plan at all. I asked why I was sold the plan to begin with and was told the store should have known this based on the serial number and that I would maybe get a partial refund for the protection plan but it would have to be approved first. I contacted Ashley and was told there was nothing they could do. I NEVER would have purchased this had I known it would not be covered, as I have 4 children and 2 dogs.The store lied to me to make a sell based solely knowing that I would commit to the purchase because my children were present and they used the protection plan to include them as a selling tactic. Now the store is refusing to resolve this issue in any way.After googling this is a common issue with Ashley Furniture stores and they have been sued repeatedly for this.

  

  Business Response

  Date: 10/10/2023

  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. They advised that the claim was denied due to several scratches and damages throughout the item that cannot be attributed to a single incident. If the consumer requests, we can issue a pro-rated refund of $25.11 for the extended warranty; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:09/24/2023

  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 am pretty sure I got all or most of the pictures uploaded, so any more picture proof needed from me, just let me.So I have already reached out to the company from the beginning. I have had issues from the very beginning, less than a month from having the cocktail lift table that cost $579.99 because the lift part was ******* A technician came out to replace it. Months later it was ****** again. A couple months later I called Ashley furniture about our about $2,000 dining table that came in 06/2022, it was late coming, we ordered it in 04/2022. It came with some scratches and white spots which I shrugged off, but a couple months later, I sat on it the wooden stool and a wooden splinter almost went up my **** that was on the stool...definitely a safety hazard. This is the second piece of furniture made like c*** Our entertainment stand backing was also falling apart as well, it was made like a bookshelf from target or ******** very loose, stapled on, and it cost $449.99 alone. It was sold separately, but only looked good as a set, same with the cocktail lift table. So again I called Ashley furniture to come fix the stool and entertain stand backing. The technician came out, looked at the stool, I thought looked at the entertainment stand, but I guess didn't. Ordered a stool top, it got shipped to us, and we had to put it together. So poor workmanship means we have to put it together.So I called the credit card company we financed everything through and disputed all this furniture I knew.was not even going to last a move, probably not even 2 years for us. We do not even have pets or children. So it is irritating. The credit card company synchrony bank found it not to be relevant. So I want something done because this is the worse furniture I have purchased in my life. Poor workmanship. Poor technicians, everything is bad quality. Almost $6k and I don't see it. Paying on this for 6 years and it will be broken by then. They can take it back.

  

  Business Response

  Date: 09/25/2023

  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 replacement parts were delivered to the consumer to resolve the issue with items T891-9 and D733-223.
  Regarding item W267-68 we can potentially order a courtesy replacement back panel. May the consumer confirm the address?
  The consumer is out of the 1 Year Manufacturer's warranty. We cannot offer any compensation; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:09/18/2023

  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 August 5th a kitchen table set was delivered into my home purchased from Ashley Home Store online. The package weighing approximately 70-80lbs, was rolled over my front door entry step and slammed onto the ceramic tile in my foyer. This caused cracks in several of the tiles. I notified Ashley Home Store by email early that week. They directed me to a carrier who denied my claim and then forwarded me to yet another carrier who also denied the claim. I sent photos, quotes, measurements, a ring doorbell video, and other items outlining dates so we could put together a timeline. It seems that I would need a recording of this occurring as evidence, which is ridiculous. This ordeal has been going on for 6 weeks now. I was given a good faith offer by the *** of pulse final mile, *****************, which felt like more of a tactic to get me to go away. I am asking that Ashley Home furniture become involved for their customer who had damage done to their home by a carrier they hired. "good faith " offer $1,500 quote for replacing all tile since cannot be matched $15,010.15 (This same tile runs through most of the main level)

  

  Business Response

  Date: 09/25/2023

  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 settlement agreement was reached; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:09/10/2023

  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.

  Purchased a power reclining sofa from this store and returned it a week or two later! The store reported that they refunded the card. A year later I am now being charged $400 a month in interest for the item I returned a year ago! Neither Ashley Home furniture nor synchrony bank will help resolve this issue.

  Customer Answer

  Date: 09/11/2023

  I have included emails between me and the representative of Ashley home furniture. They stated that they sent Synchrony the refund for the item and then stated that the item for which the refund was for wasnt paid and that is why there is interest on an item that was returned over a year ago

  

  Business Response

  Date: 09/18/2023

  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. They advised the following:
  The below customer had an original sale order ********* totaling $2,612.24. The customer was issued full credit back for this sale on credit memo ******* $2,022.04 & credit memo ******* $590.20. the combined credits ($2022.04 & $590.20) equal $2,612.24.
  
   The customer was refunded $472.26 from credit memo ******* to their **** ending XXXX-**** on 08/20/22. This left a difference of $1,549.78 still owed to the customer.
  
   The customer was refunded $590.20 from credit memo ******* to their Synchrony account on 10/19/22.
  
   The customer placed two more orders ********** & ***********. The sale ********* was delivered and accepted by the customer on 08/10/22 and sale ********** was delivered and accepted by the customer on 09/21/22. The remaining credit owed to the customer was used towards the balance of these orders.
  
  Sale order ********* $959.99 credit was applied and $231.36 was paid by other means.
  
  Sale order ********** $589.79 credit was applied and $3,007.28 was paid with Synchrony which the customer signed and acknowledged at the point of sale.
  
  There is no additional credit due to the customer. The customer is in possession of all accepted merchandise from sale orders (********* & **********) per the attached documents.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:08/14/2023

  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 called the store on August 12 and was told that I would have to contact the contract holder of 5 year furniture protection company FURNPRO I contacted them and was told that they do not cover the frame. When I purchased the Power Lift Recliner I purchase this warranty. When I tried to have someone come out and check the Lift mechanism and the parts that are falling off, I was told that they are not responsible. I paid $99.99 for the warranty. I contacted Ashley again and asked for the manager, got the runaround, and was told that they would have someone contact me again.

  

  Business Response

  Date: 08/17/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to GBS/Protectall, the extended warranty company, and they have advised that they will be contacting the consumer to assign a technician.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:08/10/2023

  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.

  The mattress was not the one i ordered from *****. It was not the ********************* quoted to me. When my daughter went to pay they wanted an additional $200. I told my daughter we will take care of this once she comes home, just to get the mattress. This is extra money I cannot afford. I am a widow of a veteran and just got out of the office. I need to pay my bills.

  Customer Answer

  Date: 08/16/2023

  ***** sold me memory foam mattress with a bunky board.  she did not tell me mattress had to air out 8 hours in order to plump up/out.  (By the way, in my complaint, the wording, "I just got out of the office" should read, "I just got out of the hospital". My daughter is typing this response to you...I am blind and bedridden.).  When my daughter sat on memory foam mattress at the store it was and felt like a regular height of a regular mattress. I was not told about 8 hours to get the mattress plumped up.  My Mom cannot sit that long and she needs 2 to 3 people to hold her up to even get into the wheelchair. 

  Ashley Furniture is located at **********************************************************************************

  ***** no longer works there.  An article in our local newspaper on July 28, 2023 that ***** had sold a couch and recliner set to a family .  Family had a little baby who crawled under recliner pinning the child underneath. Child died.  I tell you this because my mom, too was never cautioned about her purchase.  

  The mattress has been uncomfortable and hurt my body. My daughters had a hard time bending down to diaper me.  I have since bought a mattress from a competitor.  

  Thank you for your help.

   

   

   

  

  Business Response

  Date: 08/18/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. They have advised:
  
  We have been dealing with this consumer for about a year now. She originally ordered a full-size bedframe and mattress on 8/24/22 and got delivery on 9/02/22. She also got a full foundation ordered on 9/11/22 and delivered on 9/18/22 that was signed for upon delivery for both deliveries.
  
  A case was made for the consumer on 2/15/23 for her mattress, as she was saying it was uncomfortable and defective. When tech went out on 2/21/23, they were unable to check out the mattress due to the customer being on the mattress. The customer is 99 years old, blind and is bedridden. When tech came out, she was told she needed to be off the mattress and the customer was not able to do so. The daughter told the tech that she believes there is nothing wrong with the mattress. Tech notated NO DEFECT. 
  
  About a couple of days later the customer called us again saying her mattress is lending/denting. We put in another case to have a 2nd tech to go inspect the mattress and again the customer was on the mattress. She was previously informed she needed to be off the mattress. The Tech again was not able to complete service, so it was notated as NO DEFECT.
  
  Around the beginning of the year the consumer gave us a call regarding everything that is happening with her mattress. She requested to speak with are store manager. The customer wanted an exchange but unfortunately, we are not able to do that because the mattress was not notated as defective.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:08/09/2023

  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.

  I am writing to formally lodge a complaint against Ashley Furniture regarding a recent purchase of a sofa that has led to severe health issues due to the presence of formaldehyde and other toxic gases. I am deeply concerned about the lack of urgency and cooperation from Ashley Furniture in resolving this matter, and I hope that your intervention will help rectify the situation.Transaction Date: 7/4/2023 Delivery Date: 8/3/2023 Product: Sofa Description of Complaint:Upon receiving the sofa from Ashley Furniture on 8/3/2023, my husband and I were immediately struck by a strong and overpowering odor emitting from the sofa. In an attempt to alleviate this issue, we placed the sofa near an open window, employed two air purifiers, and utilized Bamboo charcoal bags in an effort to mitigate the odor. While these measures had some effect, my husband and I began experiencing persistent nausea, dizziness, and drowsiness. The situation escalated on 8/5/2023, when we developed red rashes on my eyelids and my husband experienced throat pain accompanied by red spots on his arm. Concerned for our health and safety, we tested the indoor air quality and discovered alarming levels of formaldehyde (HCHO) and total volatile organic compounds (TVOC). Upon contacting Ashley Furniture, their online specialists advised us to wait, with the earliest available inspection date being around 1 month later. In an attempt to expedite the process, I visited the store where the sofa was purchased and explained our dire situation. Despite assurances that I would receive a call back, no response was received from the store. And on next day, I went to store again, they said the only thing that I can do is wait.As a result of the severe health issues we are experiencing due to the hazardous environment created by the sofa, we made the reasonable request to return the product. Initially, an online agent promised that the return would be processed ASAP, and they will pick up in 1 day, but the scheduled pickup did not occur. Subsequently, the online manager informed us that they haven't started the return process due to we scheduled a ****** technician to come and see the end of August, and we missed the deadline during the bureaucratic procedures, so returning the sofa was not possible according to their policy this morning. Presently, on 8/9/2023, the levels of formaldehyde and TVOC remain excessively high within our living space. My husband and I are resorting to medication and actively seeking alternative accommodations in order to safeguard our health from further exposure to these toxic gases.I attached some pictures about our allergic reaction and the air condition test result ( it was conducted yesterday and it was under ventilated conditions, with the sofa placed in close proximity to the window).Requested Resolution:Immediate and expedited assistance from Ashley Furniture to arrange for the return and removal of the hazardous sofa from our residence.A full purchase refund including the delivery fee. Thank you for your attention to this matter. I look forward to your prompt response and assistance in resolving this distressing situation.Sincerely,*****

  Customer Answer

  Date: 08/10/2023

  Hi,

  I attached a picture of the receipt. I want to give you an update from my side. This morning I contacted my bank( ****************** and they will also assist in handling this matter.

  And this afternoon I received a call from the store: they agreed to allow us to return the sofa, but they don't want to return the delivery fee plus the tax ($144). Due to the quality issue of the sofa and its impact on our health, I need them to refund the delivery fee plus the tax too.

  Thank you so much for assisting us in this process.

  Best,

  *****

  

  Business Response

  Date: 08/15/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore management. Pick-up occurred on 08-12-2023 Once the sofa is scanned back into the warehouse, a refund will be issued for the sofa back to the original form of payment. It may take 1 to 2 billing cycles to reflect on balances.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD