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:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 2 love seats and 5 year protection plan on 4/24/21. We were advised by the sales rep that the plan covers stains, rip, tear, burn even damage from pets etc. This weekend we noticed on the console where your arm rests the vinyl is cracking & ripping. I was surprised since we haven't had the couch even 2 yrs yet & and actually keep it covered most of the time, but that was why we purchased the protection plan. I reviewed the only terms & conditions we were provided which is printed on bi-fold your ***************** paperwork before calling to open a claim. After submitting pictures for our claim I was advised that this was not covered. I was told that by "rip" or "tear" they mean a "line in the fabric like a scratch". Where is this outlined? Are there terms and conditions that were not disclosed to us? The claim rep said she would send them to me, I still have no info. Regardless, we feel defrauded. I was NOT provided anything else in writing that talks to ******************* and exclusions" and was assured by the sales associate that during the 5 years basically any damage to the fabric whether it be stain, rip, tear, pets or ***** were covered. We paid $259.99 for this protection plan. At a minimum this protection plan should be refunded, this experience as well as fabric failure is SO incredibly disappointing. BUYER BEWARE - request all terms in writing and review them before agreeing to any purchase. I was defrauded the same way others have and see numerous complaints have been filed with similar stories. Consumers should not have to ask for a full disclosure of terms and conditions on the protection plans if in fact there is one I have yet to see. The company not having provided us specific terms and conditions and having misinformed us about "what" the protection plan covers should refund us the cost of this useless protection plan at a minimum and deal with the eye soar of the unexpected damage.

  

  Business Response

  Date: 03/17/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to GBS. They advised that claim was denied due to cracking, which isn't covered under their terms and conditions. We have submitted a prorated refund request, per GBS' calculations:
  
  Date of Cancellation 3/10/23
  Effective Date 5/13/21
  Term in Days 1,826
  Days in Effect 666
  Prorata Factor 0.36
  Purchase Price $259.99
  Earned Price $94.83
  Cancellation Fee $0.00
  Prior Claim Paid $0.00
  Total Refund $165.16
  
  The prorated refund will be processed back to the original form of purchase, Synchrony. Please allow 1-2 billing cycles for the funds to reflect back.
  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:03/07/2023

  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.

  On 1/31/23 our less than 1 year old sofa was coming apart. I called Ashley to get it repaired. The service tech came out on 2/7/23 but couldn't repair it. He stated that the frame was broken and that Ashley had problems with the delivery companies during the time we ordered our sofa. He told us that they found a replacement in ********** and would ship it. He also said the sofa was discontinued. On 2/10/23 we received a confirmation number. On 2/17/23 we received an email that they could not fill the order and a replacement couch or refund would be handled by someone and I should get a call in 1 or 2 days. On 2/28/23 I called Ashley since no one had called me and got the runaround. I called again on 3/6/23 spoke to someone who transferred me to another division and was put on hold but no one ever picked up. After 30 minutes of waiting I hung up. On 3/7/23 I called and asked to speak with a supervisor but was told that none were available. I'm getting the runaround and if someone sits on the wedge part of the sofa they will fall backwards and get injured. I need this taken care ASAP. Ashley asked for photos which they were given before the repairman came

  

  Business Response

  Date: 03/14/2023

  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.Due to the wedge being discontinued, we will not be able to issue an exchange.We processed a return of the sectional which is scheduled for 3/22/23; if this date does not work, they may reach out to customer service to reschedule. We apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/17/2023

  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 reject your offer to remove the 3 piece sectional.  Since we purchased this sectional prices have increased approximately 25 to 35 percent. 
  I have 2 solutions since this sectional was broken by your delivery people as explained to me by the repair man who told me that during the time this sectional was delivered Ashley had problems with the delivery service.   Thats not my fault.
  I feel that either of these solutions will be best to resolve this matter and keep a happy senior customer.
  1)  Refund of the purchase price and I will keep this sectional.
  2)  When they come to pick it up have an equivalent sectional on the truck to replace it.
  Why should I be inconvenienced to have to look for and then purchase another sectional when I did nothing wrong.  I am a senior citizen who does not need this inconvenience.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/20/2023

  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 will only be able to offer a return for a refund of the sectional or offer a refund of the wedge; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/21/2023

  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.
  
  Your offer is UNACCEPTABLE.  I visited your website and you have equivalent products to replace my defective product.  You are refusing to do so because the equivalent products are more expensive.  I also feel that I am being penalized because I made the purchase online and that should be disclaimed on the website that purchases online are treated differently.   YOU HAVE FAILED A SENIOR CITIZEN BY NOT HONORING YOUR WARRANTY.  It's not our fault that your delivery service mishandled your products that we paid full price for!  My husband is sending a copy of this to your CEO, **************************,  ****************************************************** and ***********************, VP ***************** **********************. 
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/27/2023

  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 as concerns, we reached out to Online sales management.We were advised that the wedge was repaired at the warehouse and delivered back to the consumer on 3/24/23; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:03/04/2023

  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.

  Bought $4000 worth of recliners from the ****** ********** store at **** 38 st. Also spent $500 on their furniture protection plan.One chair leg lift, electric, has quit and it has developed a huge dip on one side of the chair. Contacted the insurance provider beginning of January 2023 Was told I would hear back in 72 hours nope no call Called back middle of January. Was told ** hear back in 72 hours and it would be escalated. Nope no call Called Ashley Jan 27 and spoke to manager, ******, they called warranty company. Was told it was escalated would hear back in 72 hours.. nope no call!Went to Ashley store February 3, spoke to store manager, I believe ******************* store manager sitting next to her. Store manager was USELESS and sat there with a blank look on his face and said NOTHING!***** called warranty company who said Id hear from them. Y February 7. You guessed it. Ive heard NOTHING. Went into Ashley Store again today, March 4, spoke with manager ****** who said yes we will reimburse the $500 warranty fee. Also today, about four hours after leaving Ashley in ******. The manager, *****, calls us and basically says there is nothing they can do. I need to call the warranty company! According to ***** she can do nothing, nor can her store manager, unless the warranty company says to do so Two months of attempting to get an INSURED chair repaired. Four promises of escalating the case and calling us back with ZERO CALLS BACK

  

  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 the Furniture Protection Plan. We are working with them to resolve this issue; we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 03/17/2023

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

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a table from Ashley furniture. They sent me the wrong table. It is Grey instead of the brown, that I bought. I did not notice the color until my gf said something.I asked for a refund and they want me to do a bunch of stuff to get the refund. This is on them completely and they need to remedy the situation. They can come pick it up and package it. I will also not go out of my way to pay extra to fix it. They sent me the wrong item, they can fix it. Come pick it up. Whatever they have to do.

  Customer Answer

  Date: 02/27/2023

  I have added two pictures. One of the receipt for my purchase and the other from a ****** search of ashleys. Phone number and address listed. 

  

  Business Response

  Date: 03/02/2023

  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 ****************** The consumer can donate the item to a reputable ******* **************** Goodwill, etc.) and once the consumer provides us with a copy of the donation receipt we will issue a refund for the item.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 03/13/2023

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

  I cant get it to goodwill unless I rent a vehicle. Are they going to pay for it?

  
  

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

  

  Business Response

  Date: 03/13/2023

  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 ****************** The consumer can donate the item to a reputable ******* **************** Goodwill, etc.) and once the consumer provides us with a copy of the donation receipt we will issue a refund for the item.
  
  We have included the following link for charities that will do PICK UP in *******, **. Once the consumer has the item PICKED UP and sends us the donation receipt we will process a refund. Until the consumer does this, we will not be able to assist further.
  
  *********************************************************************************
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a recliner in nov 8, 2022 because I was schedule a cancer surgery and needed for recovery.Not too far from delivery we noticed the poor quality of the maker, the sewn that they started to came apart, the foam started to show and then other and other happen. I just lost confidence that any repair will fix the problem when could happen in other places after the repairs.I reported and requested an inspector to came to the house to review and determine the options which one I wanted is not replace it for another maker or model even if I needed to pay extra, I of course did not cared about this anymore.A repairman show on the day of the appointment ( after waiting weeks ). We explained we did not wanted repair, we wanted to replace it.They declined to help or work with us even we offer to pay more for a new model.They were rude and not willing to work with us, they stick to the the contract said 3 days 3 days is not a truthful time to find this defects. It took me more that 3 days to leave the hospital.

  

  Business Response

  Date: 02/17/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. We did review the technician report, which noted that the damages were caused by customer use and not by any manufacturer defects. Per policy, a reselection or return would be denied.
  
  However, as a one time courtesy, we have processed a reselection for this consumer. To use this credit the consumer can provide credit memo number ******** and the HomeStore would coordinate delivery and pickup of the items. Any overages in cost would be the consumer's responsibility. The consumer would have 60 days to use this credit, and if any damages are reported, we would have to send a technician and if deemed that the new item is up to manufacturer standards, we won't be able to approve another reselection or return.
  
  We have emailed the consumer with these details.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD
  
  
  

• Initial Complaint

  Date:02/15/2023

  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.

  Date of delivery: January 12th, 2023.On the day of delivery, the delivery company contracted through Ashley Furniture Homestore stated that it was not their job to carry my couch up four flights of stairs. (Although I had already paid a delivery fee of $129.99) I then offered to pay them an additional $50 added on to the $129.99 I already paid due to having no one else to carry my couch up the stairs. They then stated that they would carry the couch upstairs to my apartment for $100. I then proceeded to pay them an additional $100 plus the $129.99 that I previously paid for the delivery. I am requesting a full refund of the delivery fee of $129.99 plus the additional $100 I paid out of pocket totaling a full refund of $229.99. I also contacted Ashley Furniture Homestore on the date that my couch was delivered, and they stated they were shocked by the actions of the delivery company and would be speaking with their manager about refunding me as well as taking action against the delivery company. I have not heard back from them since. My sales order # is: *********.

  

  Business Response

  Date: 02/24/2023

  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. Delivery teams only go up to the third floor of multistory residences. Instead of refusing to make the delivery, the team offered the consumer the option to pay an additional fee to bring the furniture up more flights of stairs than is the maximum for delivery+assembly orders. We are unable to refund the delivery fee at this time.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:02/13/2023

  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 purchased my Sectional back in Nov 2021 and it had problems staying connected as it was a 6 piece sectional I had Ashley repair techs and GBS repair techs come out and they never could get it fixed. I called Ashleys and they told me cause I was out of my 1 year warranty I had to file a claim with GBS. I talked to GBS and they said that my extended warranty didnt cover the issue of my couch not staying connected. I was advised by GBS to call Ashley backs. I called them back and they said there was nothing they could do I could pay to have a tech come out and service my couch again but I have to pay. I'm behind upset as this is a **** couch. **************** has went out the window.

  

  Business Response

  Date: 02/21/2023

  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. We are currently working with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 02/21/2023

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

• Initial Complaint

  Date:02/06/2023

  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.

  On January 10, 2023 i walked into ****** furniture store loacted at ******************************************************** at around 8pm to purchase a queen size temperpedic *******. The sale person that helped me was ****. After he got all of my information he went onto putting the purchase onto the computer. the whole time he showed me that i was purchasing a queen ******* and i would get free shipping as well as a free queen ******* cover. Throughout the whole purchase i was hurried to sign all the papers and finish the transaction since the store had already closed instead of asking me to go the next day to make the purchase. By the time that the whole purchase was complete the time was 10:45pm. The ******* was delivered to my apartment on saturday January 28, 2023. The next day i called the store to tell them they had sent me a full ******* when i had purchased a queen. I talked to one of the managers and was told i purchased the a full and not a queen. It doesnt make sense that i would purchase a full ******* and a queen ******* cover for it. It took them days for them to reach back and after calling multiple times i was told they were still working on the issue and they would call back later that day. They never called back so i called again and they said they were waiting for a response from their higher **** After a couple days i asked them that i would like to get a refund. They have denied the refund and told me that i would have to keep the full ******* and if i wanted a queen i would have to pay full price for the queen. I would like to either get a full refund for my purchase since this was a mistake of one of their employees. Or i would like ****** to offer a solution to this problem. The sales order is *********. The total amount of the purchase was $2,648.19.

  

  Business Response

  Date: 02/07/2023

  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. The consumer was approved for re-selection credit (CM *******) in the amount that they paid for the Full Mattress. They may go in-store and use the credit towards the purchase of the Queen-sized mattress; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 02/16/2023

  [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:02/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a warranty issue. We purchased $4,000 worth of furniture on 12/27/20, also paid for a 5 yr warranty for $400 at Ashley Home Store, *********************************************************************************************, ************. Had to wait until April 2021 to get all of our furniture. Two end tables purchased came 1/7/21. In April we contacted the 800# made a claim because our end tables were fading and cracking on the tops. Someone came out May 12, 2021 to re-stain them. Same issue began again, In 2022. We were in the process of moving soon from ******* to ********. Called about the tables, they told us to wait until we were moved and someone would be sent to fix them again. My husband called in 2022 once we got moved. I cannot give you an exact date, my husband had a heart attack, I had a major surgery, but they told him they weren't going to do anything, because we already had placed a claim prior to us moving. We called about the issues, but they told us to wait. A claim was never filed. I called them again after my recovery, and they told me the same thing they told my husband, and that I had to call the store. I've tried to call the store, but they don't answer the phone. I also tried calling a local store here in ********, they said I have to call the store where the items were purchased at. We paid a lot of money for what we now know to be an inferior product. We've gotten nothing but a run-around. Even our sofa is breaking down already. We are not happy customers at this point. It seems that the store talks you into spending extra money on a 5 yr. warranty that is only good for one service. We simply want the tables re-stained, or provide a replacement. These end tables cost $549 dollars. I've provided a couple photos of what we have to look at everyday.

  Customer Answer

  Date: 02/06/2023

  I filed a complaint last night on 5/5/23, against Ashley Furniture in regards to a warranty issue. 

  I was able to download 2 images, but I forgot the receipt which shows additional information the business may need in order to respond. 

  Please add this receipt to our complaint. 

  

  Business Response

  Date: 02/06/2023

  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 Homestore management. We reached out to the consumer via email requesting photos of the table damage as they were not attached in the initial complaint; it may have gone to spam.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:01/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/12/2022 I purchased $10,000+ worth of items including a headboard, a Tempurpedic mattress, two Twin XL Tempurpedic adjustable bases, and two other pieces of furniture. Overall, this has been the most ridiculous customer service experience with the lack of communication from Ashley furniture to the third party delivering the items and to myself as the customer. I have tried multiple ways to get clear communication to have my headboard issue resolved, however, there has been no success. There have been four separate attempts to deliver my complete order. The first attempt was on 12/3/2022 where the furniture, mattress and bases were delivered; the headboard was also supposed to be delivered that day; however, it was severely damaged, and the delivery team took it upon themselves to return the piece and have a new one be delivered at a later date. When the customer service team reached out, they insisted that I had refused the item and I had to correct them multiple times. On 12/23/2022, the second delivery attempt was made, and the delivery team decided that it was okay to leave the headboard up against the wall with no restraints and attached to nothing, there was no indication that the team had to install an attachment that was compatible with the bases. I then refused the item, as I felt it was a hazard to leave the headboard up against a wall and waited for Ashleys customer service team to contact me once again I asked if there was an attachment they would provide or if this was a separate purchase I would have to make. They assured me that the attachment would be delivered along with the headboard on the next delivery date. On the third delivery attempt on 12/27/2022, the same issue, the delivery team brought the headboard with no attachment, and I refused the piece again. I decided to go into the store on 12/30/2022 to speak to a manager to get some clarification as I was upset over all the miscommunication. I was informed that the headboard would be delivered, and a technician would also arrive on the same day to install the attachments. On 1/12/2023, the headboard was delivered, and the technician arrived a few minutes later with no attachments, luckily, I had ordered the attachments separately and they were available for the technician to install. He later proceeds to inform me that he is unable to install said attachments because he cannot lift the bases by himself and that it is not a part of his job; he also says that the headboard is not compatible with the Tempurpedic attachment. He later connects me with Ashleys customer support team, and they inform me that they will have a technician out to install the attachments. The technician leaves and then I receive another call from the customer service team stating that unfortunately the headboard is not compatible, and they asked if Id like an exchange to which I stated that I no longer wanted a headboard and would like a refund or adjustment, they said they would take care of it and they would contact me for a pick-up of the piece. Fast forward to 1/19/2023, the technician came to install the attachments, I then explained that I had called for them to pick up the piece, however, the delivery team would not take the headboard because it was not in their order. This whole experience has been a complete waste of my time, the miscommunication and lack of customer service from this company is unbearable. It has been three months and we still have not resolved the issue; I also now have a headboard in my hallway taking up space. I have been a customer for over 20 years, if this is the way Ashleys is working nowadays, Im afraid this will be my last purchase th

  

  Business Response

  Date: 02/02/2023

  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 Headboard was picked up on 01-28-2023 and a refund was processed back to the original form of payment. Please allow 1-2 billing cycles for the refund to reflect back to the account.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD