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

  661 Mall Ring Cir Henderson, NV 89014-6619

  
• 

  Southwestern Furniture of Wisconsin, LLC

  13177 S 135 W Draper, UT 84020-8439

  
• 

  Ashley Furniture HomeStore

  17501 Southcenter Pkwy Tukwila, WA 98188-3706

  
• 

  Ashley Furniture HomeStore

  2508 S 38th St Tacoma, WA 98409-7306

  

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

• Initial Complaint

  Date:08/03/2023

  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.

  This is regarding Ashley Furniture, I purchased Party Time Recliner Set, sofa, loveseat and chair with extended warranty from GBS Enterprises through Ashley Furniture. I submitted a claim back in January 2023 because the power on the sofa recliner went out. To date August 2023 Ashley Furniture nor GBS Enterprises has resolved the issue. I have emails from January through April which was my last communication with Ashley Furniture stating they ordered parts to repair the sofa. After several emails and phone calls to get an update, they continue to give me the run around and completely ignore my emails. I would greatly appreciate your assistance in this matter, it has been 8 months with furniture that is inoperable and that is fully paid for. Thank you

  

  Business Response

  Date: 08/07/2023

  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:
  
  The **************** recliners (loveseat, recliner, sofa) are being recalled due to a potential fire hazard caused by overheating cupholders after prolonged use. Ashley will replace the cupholders for free and customers are to unplug the loveseat(s), recliner(s), sofa(s) until the replacement part is installed.
  
  Here is what the customer can expect:
  1. Unplug the product
  2. Register the product
  3. After registration, replacement part will be ordered on your behalf.
  4. Once replacement part has been received at our facility, a technician will be scheduled at your convenience
  5. Technician appointment: ***** minute replacement
  
  Product Registration: customers can register their product online or by phone.
  -To register product online, provide the following link: ******************************************************
  -To register your product by phone, provide the following number:
  ************** and advise to press 1 for consumer
  
  Please keep in mind:
  We are unable to register the product on behalf of the customer. The model and serial number are needed for the registration, they can be found on the product label under the right arm facing footrest.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/21/22 I purchased $4,438.58 of furniture when they were advertising a $100 fuel card for every $1,000 you spend. So I should have received a $400 fuel card. I checked my mail, email, and spam regularly over the next year but did not receive the promised $400 fuel card. I had major medical issues and surgery in 2022-23. So I contacted the store on both 6/16/23 and 6/26/23 trying the reach General Manager *********************. After my second call, I was told that the $400 fuel card was emailed on 6/8/22. When I stated that I had not received it, I was told to contact Elite Rewards. I emailed Elite Rewards on 6/26/23 and requested that they re-email the fuel card as we had not received it. They replied that we should have been provided a handout during our purchase that told us to contact them within ********************************************* addition, they stated that the fuel card expired after 6 months and they could not reinstate it. Since the store did not give us the handout, we did not know who to contact or the time frame within which to do so. I emailed Elite Rewards back and explained that we werent given the handout but they didnt reply back. So on 6/27/23, I called the store twice and finally was able to speak with GM *********************. He said that he would call me back after he heard back from the Ashley ********************** I did not hear back from him so I spoke with ************* (my call to the store was redirected to them) on 7/6/23. I was given ticket#******** and was told a supervisor would call me back within 24-48hrs. I did not hear back from ************* so I emailed GM ********************* on 7/14/23 to follow up. He said he would follow up with the ********************* and would follow up with me. He also added this comment in his email: NOTE: I do not control this matter. As of 7/31/23 I have not heard back from GM *********************. I would appreciate assistance in obtaining the $400 fuel card that I was promised or a $400 refund by check

  

  Business Response

  Date: 08/09/2023

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

• Initial Complaint

  Date:07/27/2023

  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 8/23/22, bought a 3pc leather/electric furniture set - Ashley Home Store (AHS), *************************************** OR *****. Paid $1,989.99 & 5yr Furniture Protection $289.99. Salesperson said AHS covers "top to bottom" 1st yr after 5yr plan begins. Received 9/6/22. 6/14/23 called Ashley Furn. ****. Care (AFCC) **************, the color was coming off the leather. Sent photos, technician came 6/27/23. Tech said sometimes the color doesn't fully adhere. He scrubbed, spray painted *************** & when he left furniture was wet, fumes were awful. After drying, furniture was worse, called, sent photos, 2nd tech came 7/1/23. Nothing could fix the furniture - not sure why spray painted?Tech 2's supervisor decided to replace the furniture. 7/3/23 call from ****** @ Ashley, our furniture was discontinued, go to store & pick something comparable for exchange. 7/5/23, spent 90 minutes looking at furniture options - nothing remotely comparable. Saw a few things but they were $2,000-$4,000 more. 7/11/23 Ashley called said we could reselect something using in store credit. We said couldn't find anything comparable & didn't want to spend more $ so would like a refund. Asked to speak to someone higher up - told NO, already escalated to a district/regional mgr. Told Refund was impossible, past 72 hours from purchase?? Only option - in store credit & they would keep the 5 year furniture Protection plan to apply to whatever we purchased. We have asked for this to be put in writing but they won't. 7/26/23, keep getting the run around. We haven't even owned our furniture for 1 yr, they ruined our furniture trying to fix it, they can't replace our furniture (discontinued) & they don't have anything comparable. Sounds like bad business to force customers to spend more money to replace what Ashley ruined. We just want our money - $1,989.99 for the furniture AND $289.99 for the never used 5 yr protection plan, a total of $2,279.98. Give us our money back & come get the furniture you ruined!

  

  Business Response

  Date: 08/03/2023

  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 has a pickup scheduled for 8/4/23; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:07/25/2023

  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.

  We bought furniture from this store with warranty. We were told- if certain types of damages they would cover our furniture for 5 years with repairs or replacement. Within those years I had reached out for services due to issues with my furniture. They never took care of and made empty promise. The warranty sent out a man that mentioned he would replace the table til this day- no one ever took care of us. This gave us no benefit. Im very upset.

  

  Business Response

  Date: 08/02/2023

  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. They advised that no claims on the Dining table set, or sofa set have been filed. The consumer will need to reach out to GBS *************** or gbsent.com) to file a claim on the Dining set. Unfortunately, GBS will no longer be able to assist with the sofa set purchased in 2016; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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 October of 2022 the wife purchased on line a mattress and had it delivered to our home. The cost was approximatley $675. When mattress was received it was fine and we did as the instructions had said. about the 4th month in we started noticing that the mattress was developing two inditations were each of us sleep and continued to get deeper. On June 20th I called in to see what we should do and was advised to call ************** and talked to several people which ended up getting advised to call the warranty #. I did and same transfers as before which took me to representative that said they could not help and I should call **************. So I thought that *** chat might work, did that and got no help. I finally asked for a supervisor which I got and she said that she would take care of getting the correct people to handle the warranty problem. Next day I get email from a different person that said I needed to call warranty department, no way was I headed down that path again. I got on line a looked up HDQ for Ashley and the web site said if I need to contact some I could email the *** *******************, which I thought was a bite unsual, but I sent email to him shortly thereafter, no response. We have since waited another 20 days plus and as of today, July 25. No response.The Purchaser was ***************************, order #************. It is covered under warranty which has been verified but the one year runs out in October 2023, which would conveinently let them off the hook.Sad state of customer service and being left with no recourse.

  

  Business Response

  Date: 08/02/2023

  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. 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: 08/02/2023

  [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:07/24/2023

  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 bought at Ashley of ********** ( **) a sofa delivered on July 14th 2023. The sofa has a hole on the right lower side. The next I spoke to the manager and to the customer service and show them a picture of the damage. I was given a date ( July 24th) and told the item will be replaced. Few days later a technician told me that they are going to repair it. I paid for a new sofa not for a damaged one. I called this morning this number ************* and the agent told that the sofa will be replaced and I'll receive an email conformation. I never received any email. I called back Ashley at 6:30. I spoke with a representative who said she would schedule date to have technician stop by our house to review the damage and see if they can fix it. . The price of the sofa was $1.923.00 and at that price I absolutely want one that is new and NOT DAMAGED. There is a contradiction between the two terms: "NEW" and "Repair". If a furniture is new it should not be repared but replaced. It make sense. Then, please, replace my sofa or and give me a full refund of $1.923.00 and I can go somewhere else to get a new sofa. I would like to let you know that I bought many furniture in the same month at the same Asley store for an amount of more than $8.000.Regards Nacer&Nefissa Chambi *********************************************************************

  

  Business Response

  Date: 07/31/2023

  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 Homestore management. The consumer has a technician scheduled for 8/3/23 to repair the sofa; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 08/10/2023

  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 problem has not been resolved. ****** send the wrong  part for repair (see the attchement at the end) and I asked for a sofa replacement. But ti day I received a new part and a technician is sheduled for august 28th. They don't want to replace a damaged sofa. I am not satisfied with their behaviour. 

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

  

  Business Response

  Date: 08/14/2023

  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. The consumer received the new parts and has a technician scheduled to assist with installation and bring the sofa to manufacturer standards; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:07/19/2023

  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.

  Drawers are broken, tech was out and repaired two of them, but not all of them. I would like all drawers repaired.

  

  Business Response

  Date: 07/20/2023

  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. A service visit has been scheduled for 07-25-2023. Based on the technicians findings during the visit, we will determine how to further proceed with a resolution.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/20/2023

  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 

  An Ashley repair person was here yesterday, please see how my dresser looked after he left. I would like someone to come out immediately and inspect all of the furniture that I purchased.

  My photos wont attach, can I email? 
  
  Regards,
  
  ************

  

  Business Response

  Date: 07/20/2023

  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. A service visit has been scheduled for 07-25-2023, which is the earliest available date. If this date doesn't work for the consumer, we can schedule a later date. We do have dates available in August. These dates are first come first served, and once the dates are filled, they become unavailable.
  
  Based on the technicians findings during the visit, we will determine how to further proceed with a resolution.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/19/2023

  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 Furniture delivery several piece of furniture on 5/12/2023. One item was a heavy recline that their delivery staff dragged across the tile. We had just redone our floors 5 days prior and it was band new tile. The delivery staff confirmed it was them on top of us seeing it occur. We had called Ashley immediately about the damage and submitted a concern via their help desk and Resolution Managers ********* ******* and ***********************. We spoke with ***** over the phone several time and submitted photos of the damage. They stated that someone would come out to evaluate the damage and determine if it would be repaired by Ashley, if they would send out their contractor to repair the damage, or if they would reimburse us for the damage for us to use our own contractor. We have been corresponding with *********************** and *********************** to answer the same questions over and over again as well as resend photos they appear to lose. They have stopped responding and are not doing anything to make this right and fix the damages they have done. In addition to this tile damage, they made dents in 3 walls, but we repaired this ourselves due to their lack of response, even thought they acknowledged that they did the damages.We are asking for a resolution and firm resolution date on the tile damage as this was a significant cost to do and they just carelessly dragged furniture across it, carving in to the tile. It has been over 2 months and we believe we have given them enough time on what actions Ashley will take for the damages their staff did to our home.

  

  Business Response

  Date: 07/24/2023

  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 *************** team. We were advised that they have reached out to the consumer and will be having an appraiser go to the home and assess the damages; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 07/29/2023

  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 below.
  
  The *************** team still has not contacted me and has not scheduled an appraiser to come to my home and assess the damages. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 08/03/2023

  Upon receipt of the consumers concerns, we reached out to our *************** team. We are working with them to resolve this issue; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:07/14/2023

  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.

  My husband and I purchased a bedroom set on 3/7/23. When we arrived to pick up some of the furniture at the homestore, the set was not ready to be loaded into the **Haul. My husband was helping the only guy that was in charge of moving the furniture from the showroom. The other pieces of furniture needed to be pick uped from the warehouse. Upon opening it I realized the drawer would not shut. I shined a light to see what the issue was only to find out there is a huge dent in the wood as well as the bottom part was missing screws which prevented the drawer from shutting. Its been 4 months since making our purchase yet Ashley Furniture has made no efforts to rectify the situation. I have provided photos of the damaged product promptly, coordinated a time for a technician to come out (they never came), and called every single week to get an update without an answer.Upon continuing to email customer service to ask for a refund and for them to take their defective piece of furniture back, they responded on 5/1/23 stating, "We do apologize for the delayed response, after further reviewing this case with my team the request to return the item has been denied due to being out of compliance. We do understand your frustrations about the lack of communication due to the case being moved around from department to department. We can offer you an even exchange on the item or maybe a reselection which will give you a credit and you can go to the store and select something else. Again we do apologize for the lack of communication."So instead of taking ownership for their failure of due diligence and providing us our money back, they deflected and will only allow an even exchange. Theres no accountability for this business and each week when calling for an update, they could provide me with minimal to nothing. The homestore pushed us to customer service, to which they pushed us to the warehouse, to which they pushed us back to the homestore. This is completely unacceptable.

  

  Business Response

  Date: 07/20/2023

  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 reached out to the consumer via email informing them that the return/refund request has been approved; it may have gone to spam.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:07/03/2023

  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.

  On 4/29/23 we purchased a sectional and ottoman from the Ashley Furniture in ********** **. Sectional was delivered fine with no issues. The ottoman was not delivered until May 23rd, due to backorder issues, damaged. I immediately received a call from Ashley who asked about the delivery. I advised her I had not yet unpackaged the ottoman. She then advised that we had 72 hours to inspect for damage. I immediately unpackaged the ottoman and noticed the item was indeed delivered damaged. I called back the day of delivery to file a complaint and request a replacement of same item. I was asked to submit 7 photographs of the damaged item. The gentlemen in the complaint department stayed on the phone until he received the photos. Upon receipt the representative noted the damage in the photos and advised me that within 24/48 hours they would call me to schedule date to delivery of the replacement. I never received a call back and I called back and was told to wait another 24 to 48 hours. Waiting and nothing. I called again and was told to wait another 24 to48 hours. Waited and nothing. I called back to speak with Manger in ********** ***** who never took my call. I spoke with representative in local office she said she would schedule date to have technician stop by our house to review the damage and see if they can fix it. So... apparently the pictures submitted were just for fun. Each time I called I waited the requested time and each time I received the same answer. This is horrible, horrible customer service. The ottoman alone was $600.00 and at that price I absolutely want one that is NOT DAMAGED. Ashley furniture charges large amounts for their furniture. I am only asking for a replacement item that is not broken. That is NOT a lot to request. If they don't want to replace the damaged item, then they can certainly take the damaged item they delivered back and give us a full refund of $600.00.Order Number: *********

  

  Business Response

  Date: 07/04/2023

   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. An even exchange has been scheduled for pick-up and delivery of the Ottoman on 07-14-2023. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/04/2023

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