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

  6233 E Southern Ave Mesa, AZ 85206-3714

  
• 

  Ashley Furniture HomeStore Southwestern

  7000 E Mayo Blvd Bldg 11 Phoenix, AZ 85054-6158

  
• 

  Ashley Furniture Homestore

  9200 W Sahara Ave Las Vegas, NV 89117-5749

  
• 

  Southwestern Furniture of Wisconsin, LLC

  40 E University Pkwy Orem, UT 84058-7684

  

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:04/17/2023

  Type:Customer Service 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 bed frame and foundation for a king size bed delivered on 3/11/23. On delivery the foundation did not work so that day I contacted customer service and requested to return the item. I was told that no return could be accepted. I then wrote a negative review on the website - it was a king size 100% metal foundation and cost around $250. There is no logical reason it cannot be returned but they said they would not accept it.The company then responded to my complaint and said there was nothing they could do. I responded this wasnt acceptable. Their response was that as I had waited beyond 72 hours to write the review I had not initiated a return within 72 hours. I wrote back that this was inaccurate as I had initiated a return via their online chat the very same day it was delivered within 3 hours of delivery. They did not respond and closed the case.Essentially they refused the return, pocketed the money and then said it was my fault for not initiating a return as I didnt write the review till the 19th which was outside the 72 hour return window.

  

  Business Response

  Date: 04/24/2023

  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 Online sales management. We reached out to the consumer via email; it may have gone to spam.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/25/2023

  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.
  
  they company simply states that they have emailed me and it may have gone to spam. This is not a resolution. I have had multiple email conversations with customer service where they as they will accept the return and then they dont do anything further and ignore all communication and stop responding. I gave previously forwarded those conversations to the BBB.
  

  at this point I wont accept anything till the item is collected and refunded.
  

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

  

  Business Response

  Date: 04/25/2023

  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 Online sales management. The consumer will need to respond back to the email we sent to schedule a pickup/return date.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/25/2023

  [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 providing they follow through and really schedule the pick up and then actually collect the item and refund the payment. Previously they have stated they will arrange to pick up the item then just not done it, so if that gets done/refunded then yes this is acceptable. I am a bit concerned that they are saying I need to respond when I have already done so multiple times do we shall see.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a $ Leather chair, $ sofa, and $ love seat. It was a major purchase. Purchase date of April 2022. We started to feel the arm cushion was deteriorating to the point that my elbow was rubbing on the wood frame. Ashley customer service wants us to accept it as normal wear and tear. Ashley has a year warranty on cushion issues. They sent out a technician to look at it. He reported was normal wear and tear. Ashley customer service did not let us know that they were not going to do anything. I called and said that our warranty covers cushion issues. So they sent out another tech named *******. He admitted that he could feel the wood frame in the arm and the cushioning had loss it's padding. He explained that it is very expensive to fix and a lot of time but could be repaired. If customer service approves. 4-15-23 ******* customer service supervisor informs us that Ashley furniture does not honor their warranty if it is normal wear and tear and will not. I contacted them on December 2022. I contacted customer service several times- Dec. 6, -Dec 14th, January 31, several times the local store,. Ashley furniture / *****************# ********., Monday, Mar 27 ,April 8th spent 3 hrs on the phone with customers service rep she asked me to send her serial numbers so she could order the correct padding. I sent them. But something was wrong and needed to send out a tech to take the pictures So ******* who told me how he would repair the furniture shows up, he noted that it was normal wear. ******* takes the same pictures of serial numbers and quickly leaves doesn't even feel the arm rest. April 14, ****** sales manager of the local Slc store shared that they will not repair it Not warranty April 15,2023 ******* customer service acknowledged my photos arrived and told it is a common Ashley problem. I really do not have a warranty. False advertising of quality. We feel it's dishonest and not fair to sell a poor cushion and Ashley refuses to repair

  

  Business Response

  Date: 04/24/2023

  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 the technician's reports, the items are not defective. The flattening is considered a normal break-in. We will not be able to further assist; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/24/2023

  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.
  It is not normal, and I have a warranty but you and your technical guy did tell me that customer service has to approve and spent 30 minutes how he would repair the poor quality of cushion in the arms. I disagree with his change of attitude toward what is normal because Iin less than a year I feel the hard wood frame. That's poor materials and Ashley does not care. I spent thousands of dollars and they advertisement is quality and a warranty if the customer has a problem and I am not the first. It a shame and dishonest way of doing business and I have to suffer and agree. I am not lying that their a problem. It's not my first piece of furniture that I have purchsed and I have never had a issue. Ashley furniture really does not care about me  If there wasn't a true problem I would not be complaining.  Really. It's not normal wear and tear    I only had them for a year if that's normal Ashley furniture. 

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

  

  Business Response

  Date: 04/27/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. Based on the 2 technicians that assessed the furniture, the flattening in the armrests is normal wear and not defective.The consumer may reach out to the Extended warranty for assistance as we will no longer be able to assist; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below 

  Customer service,

  I am your customer that disagrees with your techs. They are not honest with you or me.  I disagree that it is NORMAL to feel the wood frame of the furniture in less than a year. 

  I will never buy from your store or promote it.  Why would I complain?.. for fun? 

  I guess customer satisfaction is not on your business practices.  

  Your techs are very non professional as is Ashley furniture attitude take my money and wait for the warranty to expire. Very poor practice!!! You lost a customer for life.  

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

• Initial Complaint

  Date:04/12/2023

  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 some Ashley furniture on 11/12/2018 along with a 5yr. protection plan $349.99 ********* Sofa Item # ******* . One of the recliners stopped working. I showed them my invoice.They referred me to GBS the *** that would handle the repair.I sent them a copy of my invoice. They said they never received the paperwork and have no record of me.I've talked to both managers,the main office,and they keep referring me back to GBS who of course has no record of me.It's a merry go round of denials. Finally one of the managers at Ashley said he would give me my money back. It's been a week and they say he's on vacation. The other manager said he has no authority to refund my money.So the end result is I gave them $349.99 for nothing. I'm tired of dealing with them and I've called my own repair person.I will never buy from them again.

  

  Business Response

  Date: 04/23/2023

  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 get the extended warranty refunded; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:04/11/2023

  Type:Billing 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.

  We purchased a dresser from Ashley online, August 2022. The dresser was delivered and VERY defective. We tried to have Ashley pick the (defective) ********** multiple times and they kept delaying the return. After multiple attempts, we spoke with someone at the home office and agreed to take the dresser to the main warehouse in *******. We returned the dresser in December 2022. I have had numerous conversations with customer service to ask them for a refund. These last few attempts they said they would issue a credit within 3 days, which did not happen. When I called again a week later, they said it would take 2 weeks. It has been 3 weeks since they were supposed to issue the credit. My last attempted was with the Ashley store in ******** *******. I spoke with a person by the name of ********. She said she would have the store manager (Jovanie) contact me. He never did.

  

  Business Response

  Date: 04/17/2023

  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 are working with them to resolve this issue. If the consumer has documentation from the warehouse when the dresser was returned, please provide attachments; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/17/2023

  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.
  
  I have also spoken with ************************* (customer care representative) in ***** *******.  I sent her photos of ** returning the defective product to the warehouse. Along with the date of Oct. 21. 2022. I have also supplied the case number of 06992644.  I will not except their response. The paperwork they are requesting is in ******* and we are currently in ******.  Why are they not able to verify with the warehouse.  I have provided all the pertinent information. This has been the worst experience of any customer service I have ever experienced. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 04/20/2023

  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 able to confirm that the dresser was brought to the warehouse. We issued a refund back to the original form of payment and may take 3-5 days to reflect onto the account; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 04/20/2023

  [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:03/29/2023

  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 mattress and bedframe for my grandchild from Ashley home store on March 18th, 2023. The earliest I could pick it up from the warehouse is March 21, 2023. After picking up the bedframe and the mattress, I decided that the bedframe would be a hazard for feet and toes because of the way the feet in the middle part of the frame are not recessed as are the other four corners. I did not get to see this bedframe in the store, but was shown a picture on a computer. After picking up the bedframe from the Phoenix warehouse and bringing it to my house, I decided that I should not keep the bedframe because I did not want anyone to potentially be hurt by it. I tried to return it the next day, March 22, 2023; however, the manager would not accept my return. She stated that it was considered bedding, and therefore they could not return it. I fail to see why a metal bedframe is not returnable when living room furniture, and other items of furniture are returnable. I did not understand when I purchased it that it was not returnable. I did understand that the mattress was not returnable, but I didnt have any issue with the mattress. The resolution that I am seeking would be a refund for the bedframe.

  

  Business Response

  Date: 04/04/2023

  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. Per terms and conditions, no returns or refunds on Closeouts, Accessories, As-Is Sales, Mattresses, or Foundations.Delivery fees are non-refundable; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had bought a couch from Ashley Furniture HomeStore at the **** ****** location on 09/29/2020. The total charges that I paid was $1,014.82 to be delivered within a month. When they kept changing the delivery date we decided to cancel our purchase. We had gone to the store to cancel and get a refund but they stated we needed to contact the ****************** #*************. We were able to cancel the order and they would be sending a check to our old address (**************************************************************). After a few months we called to get a status of when we would get our refund. They stated our case has been closed but they would reopen the case since we had not received the refund check. We called about 7 times regarding this matter and they stated the same. The last time we called we spoke to a representative that stated the check had been cashed and there was nothing they could do. We can guarantee we never received the check nor cashed it. The representative did not want to give us any information regarding the check number or where the check was cashed. They said I called and confirmed I cashed the check which I only confirmed my address. After that call we gave up since the representative would not help us or transfer us to a supervisor. We would like to get some help to get some clarification regarding the refund and know where the check was cashed. Our case # ********. We thought of getting a lawyer but thought the fees would be more than what we are owed by Ashley. A friend recently told us to file a complaint on the BBB and see if someone could help.

  

  Business Response

  Date: 04/04/2023

  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 a new check refund request with the correct address was submitted on 3/31 and is estimated to ship out by 4/3/23; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:03/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged twice for a delivery fee from Ashley furniture. I was charged $ ****** twice and I've reached out to them but nothing had been resolved.

  

  Business Response

  Date: 04/01/2023

  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 that the extra payment was applied to the order and lowered the authorized financed amount.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:03/22/2023

  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 bought 4 bar stools on 3/11 for 173.76-order #************ and on 3/14 for 217.20-order #************ from Ashley Furniture. Both online. I thought they were the right size. There is a Ashley store 1 mile away and figured I could take them back, so on 3/17, I loaded them up and went into the store on ******* in *****. I was advised that the store doesn't take them back but it shouldn't be a problem. I wasn't happy then but I thought ok. I called customer service and was told that I had to pay to ship them back. I explained that I tried to take them to the store but they wouldn't take them. I said, aren't you Ashley Furniture? She said that it was 2 separate places?! Asked for Manager on 3/17, they said they would call between ***** hours. No call. I called them on 3/21, ***** said that they could take the 2nd order from 3/14 back and they are trying to find a day to pick up. So, still waiting on that. The first order still no pick up. I found out the lowest shipping rate is $65.14 a piece-$130.28 to send back on an order of $173.76. Why? Are they not Ashley Furniture? Other stores take back their product. They are taking back the first order and not the second.? I am not happy with their policies and deception. Please refund my money and take back your stools.

  

  Business Response

  Date: 03/28/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Online sales management. We were advised that the consumer has been scheduled for pickup of the chairs (SKU D728-124); we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/31/2023

  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.
  
  There are 2 transactions regarding this complaint.  See original complaint. The one that is still pending is in regard to SKU-D428-124. Order # ************. I want to return these stools as well. I have scheduled a pick up on 4/4 for SKU D728-124, order #************. I want refunded for both transactions and for Ashley to pick both of the orders on 4/4.  Let me know. Thanks!
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/06/2023

  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. A refund was issued for the chairs that were picked up on 4/4/23, SO ************. Call tags have been created for SKU D428-124 (***************, ***************). We ask that the consumer leaves the boxes outside their door with a note stating for ****** for ***** to pick them up. Once the chairs have been returned to the warehouse, a refund will be issued.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 04/07/2023

  [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. However, I have a gate, that's normally locked, leading to my front door and need the day and a approximate time when ***** can pick up the boxes.  Let me know the logistics. Have someone call me or email me.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/19/2023

  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.

  2 leather recliners delivered 7-18-2019. Amount of transaction $1,812.03 which included 5-year warranty. Apparently this warranty is worthless. Have talked to many people at Ashley Furniture to no avail. Their ******************* says only 1-year leather is covered and then one person e-mailed and said peeling leather is covered for 5 years. Their Office Manager said they would not be covering anything and also these recliners are not in their stock anyone. I have purchased many things from Ashley one of which was a leather sofa and love seat approx, 10 yeas ago. Today looks as nice as it did when delvd. I believe these leather recliners are defective and believe they should stand behind the products they sell. They never came out to look at the defective recliner and the other recliner appears to peeling also. Their customer service is terrible. I appreciate your help in this matter. Thank you.

  

  Business Response

  Date: 03/25/2023

  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. The consumer took delivery of the item on 07-17-2019. The one year manufacturer warranty expired on 07-17-2020.
  
  
  We have contacted GBS/Protectall and they advised:
  
  
  This claim was deemed non-warranted for peeling of the leather.
  
  
  We have processed a prorated refund of the *** per GBS/Protectall's calculations below. Please allow 1-2 billing cycles for the funds to reflect back to the original form of payment.
  
  
  
  
  
  Date of Cancellation 3/20/23
  Effective Date 7/17/2019
  Term in Days 1826
  Days in Effect 1342
  Prorata Factor 0.73
  Purchase Price $199.99
  Earned Price $146.98
  Cancellation Fee $0.00
  Prior Claim Paid $0.00
  Total Refund $53.01
  
  
  
  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:03/11/2023

  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.

  Bought a bed and frame totaled $825.00 and had it delivered around Feb 11,2023.The delivery men chipped my dresser and jewelry box and broke a memorable gifted statue.Said they would order me a new one and pay for it.Gave me their name and number and never hear back.Not accepting my calls or texts.I paid $125.00 for furniture delivery.Contacted Ashley and no return calls from Mgnt.A month has gone by and no response from anyone.Plz plz help me.A first time shopper at Ashley and last.

  

  Business Response

  Date: 03/16/2023

  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 Homestore management. We reached out to the consumer via email; it may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB