Complaints

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

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Ashley Furniture HomeStore Southwestern has 34 locations, listed below.

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  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  6233 E Southern Ave Mesa, AZ 85206-3714

  
• 

  Ashley Furniture Homestore

  6425 N Decatur Blvd Las Vegas, NV 89131-2960

  
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  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:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2024, I purchased a bed from the Ashley Furniture store and applied for a credit card to finance both the purchase and an extended warranty. However, just 30 days later, the beds frame (platform) collapsed, leaving my spouse and me on the floor.We immediately contacted Ashleys warranty department, which dispatched a technician who determined that the bed had been installed incorrectly. Despite their repair, the bed broke again within three weeks. Once again, a technician came out and fixed it. Unfortunately, the bed failed a third time, this time severelycausing our grandchilds head to slip under the headboard and resulting in an injury. We rushed him to the emergency room and promptly informed Ashleys customer service about the incident.Each time we reached out, a representative assured us that we would receive a decision regarding replacement or repair within ***************************************** total, we have made eight attempts to resolve this issueyet we have received no resolution. Even today, May 20, I called again for an update and was once more told to expect a response in 72 hours. I explained that the bed poses a serious safety risk and that we are now sleeping on the floor, but my request to speak with a manager was denied.This bed is a hazard, and Ashley Furniture has failed to honor its contractual obligations. We are uncertain how to protect ourselves from this ongoing risk, given the companys lack of response.

  

  Business Response

  Date: 05/29/2025

  Thank you for contacting Ashley Furniture. We've scheduled delivery of your replacement bed frame for May 31, 2025. We take your concerns seriously and apologize for any inconvenience. A specialist  be in touch regarding your claim.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/15/2025

  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 bed frame from the ***** location. When the delivery came, the wrong bed was delivered. I called and told them that and , and they said they would get me the correct bed. They have scheduled two deliveries, and I still have the wrong bed. I have also been to the store for help, and they said there is not much they can do. I keep getting the runaround

  

  Business Response

  Date: 05/27/2025

  Thank you for contacting Ashley Furniture **************** I understand that you've already spoken with one of our corporate solutions specialists regarding your concerns, and they have processed a discount for you. We sincerely apologize for any difficulties you've experienced throughout this situation. We truly value your business and hope you'll consider Ashley Furniture for your future home furnishing needs.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/27/2025

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

  Customer Answer

  Date: 05/27/2025

  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 was told that the Ashley *** would email me in five minutes with the recap of our conversation. I have not received that email and I have checked in my spam folder. This has been the way Ashley has handled this situation. You ask the manager of the call center for a email to reference and you never receive it. I am still owed 4.00 from being over charged when this was first purchased. I just want you to do what you say you are going to do! 

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

  

  Business Response

  Date: 05/29/2025

  Thank you for contacting Ashley Furniture. The refunds have been processed to your original payment method, and confirmation emails were sent to your verified email address. As you've confirmed receipt of these emails, we consider this matter resolved and will now close the case.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/15/2025

  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 went in to Ashley and purchased a bed that was supposed to have vibrating head and foot massage. When the bed was delivered I noticed it didnt have what we were told so I advised the delivery person to take it back because its not what we were promised or ordered. Also. One of the bases did not vibrate at all. The driver immediately said its what we have listed here so you will need to sign this and contact customer care. I signed with a note that there was an issue with the frame. While the driver was still here I contacted the store and was placed on hold. The driver had to leave and refused to take the items back. So we didnt allow him to open the mattress. Ashleys told us they would send the drivers back out to pick up the items but never did. I called again and was told they would be in contact in ***** hrs to arrange pick up and re-selection. . It is more than a week later and they have stopped communicating. I want a refund or something done as I spent a lot of money on features not given and they can take their un-used items back like I asked them to do so in the first place. This is bad business.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a reseselection credit has been approved which would allow the guest to revisit the home store to pick out different items. We are sorry for the entire experience.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/15/2025

  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 one mattress, one living room set, one coffee table, one recliner chair and one more sofa chair to compliment our set. The initial set and coffee table were picked up by my husband because they were at the store. we payed for simple delivery to our home of the mattress, the extra sofa chair and the recliner. We planned to have family on the delivery date we were offered and chose, which was May 8th, 2025. come early May, my husband got a phone call suggesting delays and that our c=delivery now was May 13. That day was complicated for us so i called back and the staff member reassured me our delivery was still good for May 8. Later on i received an email to confirm our appointment for delivery on 8 May, which i proceeded to click and confirm said delivery date. On May 8, we did not received our items. We had planned to have family to help us that day and we also missed my nephew's (very important) soccer game in *******. When i called customer service i spoke with ****** ***** and she attempted to rearrange delivery for a time when our in laws and family would still be around to help. Unfortunately she couldn't so she reimbursed the delivery payment plus $100, and also added PREMIUM delivery to help with delivery into my home and with ensambling. Come May 13, delivery team informs us they'e only allowed to drop off our items outside. My husband pretty much begged to help him at least bring it inside the door. I went into the store in hope to find answers for the miscommunication was told to be grateful for the delivery refund. **************** over the phone, at the front desk and delivery staff have all been rude, complete lack of planning and communication. I am also sure the mattress we got is not what we ordered but does not have a tag to know. There is no way I will ever purchase an item from them nor recommend them. If i could just have them pick up all their items and get my money back, I would. I also still haven't received our refund.

  

  Business Response

  Date: 05/27/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are so sorry about the experience that the guest had with the furniture purchase. We can confirm on 5/14/2025 the guest was refunded if there is anything further that we can assist with please do not hesitate to let us know.
  Regards, Ashley Furniture ****************Corporate Office SR 

  Customer Answer

  Date: 05/27/2025

  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.
  
  As you can see in previous emails, i was offered a refund (which i received), but i was also offered a better service. I was offered premium delivery at no cost which was not provided to me. There must've been lack of communication between their staff but the service was not provided to me. 

  Regards,
  
  ***** Cardenas *******

  

  Business Response

  Date: 05/29/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the furniture was delivered to the guests residence. We will be reaching out to the homestore to determine why the paperwork was written without the correct delivery feature. Please let us know if we can assist with anything else.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/12/2025

  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.

  Ordered 2 chaise lounge chairs. They came missing parts, damaged parts & already defective parts.I wish is to just return both chairs as requested earlier. Ashley gave me a confirmation return number ********* an now claim it's not in their system.

  Customer Answer

  Date: 05/13/2025

  Online purchase from Ashley Furniture.  

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

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a corporate specialist has made contact with the guest and approved a return on the two items. 
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/12/2025

  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.

  3/17/25 I purchased 2 mattresses, sofa, chair + 1/2, ottoman, dining table, $299 delivery with setup and warranty totaling $4,278.45 w/4-5 week delivery. 4/15 cust srv told me delivery is 05/7/25. Allowed me to reschedule for 5/2. Mattresses delivered 3/20 and techs refused to leave them packaged as requested. Table delivered missing parts. **** ordered parts bag. Other part(s) missing. 5/3 I went into the store. Talked to ****-mgr and ***. **** said sorry and walked away. *** told me I would be refunded ******************** would message head office for refund. Called *** 5/9 and was told unknown delivery date on the parts and unknown tech would have to order other missing parts when the first parts arrive. Estimated 1st parts delivery is 8-10 business days (2 weeks). I was never credited the $299 delivery/setup fee. Its been 8 weeks and I have a 270lb table top lying on my dining floor. Zero answers except ***s hands are tied. I am requesting refund and removal of table and refund of setup/delivery fee. Tracking is not valid. Tech obviously never opened the envelope containing the parts list. The missing part is about 2 x 5. Hard to miss if you looked at the parts list. Table has 9 parts total. Only 7 were delivered.

  

  Business Response

  Date: 05/22/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be be reaching out to the guest to further discuss this matter.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 05/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  I was finally refunded the set up/delivery charge and a table was delivered that is satisfactory although, it was scratched. I had them assemble to original table top that had a defect on the bottom where it wouldnt be seen. Horrible expiry Ashley Furniture. Never again. Almost 9 weeks to get this done. 
  
  
  Regards,
  
  ********* ****

  
  

• Initial Complaint

  Date:05/08/2025

  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 scheduled delivery for my items on 5/7, it should have been delivered between 9a-1p. At 1:30p I called in and talked to an agent. They stated they tried calling me at 10:23a and I didn't answer. I had no record of the call. The agent confirmed the phone number, it was incorrect, all documents have my correct number. They were unable to tell when I would receive my items. I was informed that I would be emailed overnight with a confirmation of deliver. On 5/8 I called in again as I had not received any emails. After escalating they still haven't confirmed when I will get my items. I need the information because I live in a high rise and need to coordinate loading dock usage. I have yet to receive a day or time of delivery.

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the furniture was delivered successfully to the guests residence and the premium delivery fee was processed. We are sorry for the entire experience.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025 I went to the store and ordered furniture to be delivered to my new home, to arrive May 3, 2025. On the day of delivery I had the following issues. 1. A table was delivered but missing the 4 chairs, 2. I received the wrong bar stools, 3. One of my nightstands was broken and 4. The bed was the wrong size. The delivery driver took the night stand and stools but didn't want to take the bed apart after assembly so he told me to process and exchange, he called into customer service and told them he refused to take the bed. I drove to the store the same day to get this resolved and I was told I would have to wait 48 to 72 hours to hear from Ashley. 48 hour later I contacted customer service and they said they would put a rush on it. *********************************************************************************************** another 2 days. I called the store to inquire about the bed as I've been sleeping on the floor and they said they are waiting for corporate to review the case and there was nothing that can be done. I asked when I should expect to receive my bed and they said they don't know. I asked to speak to a manager and was told he is in a meeting. It seems that no one at this store is concerned with correcting their mistake.

  

  Business Response

  Date: 05/15/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the guest to work towards a suitable resolution.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/05/2025

  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.

  Purchased a 2 seat reclining power sofa oversized wedge dbl reclining power sofa and double powered loveseat with console. 5 year protection plan from Ashley Furniture HomeStore ********, **. Invoice total of sofa package with tax $4,717.43. Invoice total for 5 year protection plan $599.99. Grand Total paid to Ashley Furniture Homestore in the amount of $5,317.42.The only reason we agreed to the 5 year protection plan. We were told by the sales *** if you have no claims within 5 years you will receive a refund from Ashley furniture in the amount of $599.99. Our 5 years was up in Nov 2024. We are no claims filed with ***************. We have not recieved our refund from Ashley furniture. We have called Ashley furniture serveral times trying to speak with a manager. We have left our name number. No return calls. Finally as of today 5-5-25 I spoke with the Manager. Explained we havent recieved our protection plan refund. She advised me that we would not be getting a refund. I said we have no claims filed on our sofa and its been 5 years. She then advised me that we issue store credit. I said that is not what we told and not what we agreed to. I have seen several other complaints on online with Ashley furniture. Customers like myself dealing with the same isssue not refunding there money. The resolution for this is to refund me the $599.99.

  

  Business Response

  Date: 05/15/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the guest to work towards a resolution regarding the furniture protection plan.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of this year my husband and I spent $6,000 on furniture at Ashley. Three items were not able to be delivered as they were out of stock: a table and two stools. However, these items were charged to our Synchrony credit card along with the 2% interest. Despite talking to THREE different people at this location our money has STILL not been refunded. We would like the full amount of the furniture along with the 2% interest refunded immediately.

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to Ashley Furniture **************** We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ***************************************************************************** Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture ****************Corporate Office **