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

  1479 N Dysart Rd Avondale, AZ 85323-1515

  
• 

  Southwestern Furniture of Wisconsin, LLC

  13177 S 135 W Draper, UT 84020-8439

  
• 

  Southwestern Furniture of Wisconsin, LLC

  1773 S 300 W Salt Lake City, UT 84115-1802

  
• 

  Ashley Furniture HomeStore

  9577 Ridgetop Blvd NW Silverdale, WA 98383-8553

  

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:01/25/2023

  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 went in store to purchase a king size PILLOW TOP, SOFT/PLUSH mattress. I was shown one in store that was advertised as a plus pillow top so I ordered it to be shipped to my home. The store ordered thr completely wrong item and I received a erotop, medium comfort mattress. I tried to resolve this with the store but they said the tags on the mattress matched what I received. This tells me that the store had the mattress advertised incorrectly as a plush/soft pillow top instead of a medium comfort eurotop. They convinced me that the mattress is what I wanted so I asked the manager to price match the mattress to the online price. They did. After one month of having the mattress, I am convinced it is not what I wanted. I was shopping for a pillow top plush as I have a bad back and I am a aide sleeper. A plush pillowtop relieves these pains. This mattress causes me to wake up in excruciating pain as it is a medium mattress and not comfortable. Since the store falsely advertised the mattress and lied about what I received, I want a refund. This is not what I ordered per what was advertised in store. I called the store once again and was told by a sales associate that he spoke with the store manager who said they price matched so that I would keep the mattress and it is no longer refundable. I informed the associate that it was price matched as the store had it more expensive in store.. it was not a courtesy credit to keep the mattress. I am looking for a refund for midadvertised product.

  

  Business Response

  Date: 01/31/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the store confirmed with the consumer that they received the correct mattress and invited them to go in-store to further assist, however, she declined and requested a price match since it became on sale after the purchase. The consumer was also informed that mattresses need time to adjust to the body as it is brand new and the ones in the store have already been broken into. We will not be able to approve a return for a refund; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I purchased a living room set from Ashleys and it was delivered on 1/4/23. I received the living room set couch and chair without the pillows for the couch. I immediately called and was told they completed a request for the pillows. There is also a pillow with a stain on it and I requested a new pillow for as well. I sent over pictures of the couch and missing pillows as well as the stain. I waited a week and no response. I then sent an e mail indicating this is frustrating and called and I continued to get transferred from one person to another. My couch still has missing pillows. Its essential as they are not decorate, but actually needed to make it functional.

  

  Business Response

  Date: 01/23/2023

  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 ****************** They have advised that they reached out to the consumer via email to advised that unfortunately, the sofa is discontinued, so we wouldn't be able to get the replacement pillows. They have offered a keep as is discount, or the option to return the item.
  
  They are currently awaiting a response from the consumer.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:01/16/2023

  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.

  On May 30th, 2018 my husband and I purchased a living room set from Ashley Furniture. We paid an additional $299.99 for the 5 yr protection plan that was implemented through GBS Enterprises. Then on Sept 7th, 2018, we returned to Ashley Furniture and purchased a dining room set, and paid an additional $149.99 for the 5 yr protection plan, also implemented through GBS Enterprises. After filing a claim with GBS in Oct 2021 and being assured on multiple occasions that the furniture would be replaced and being given a delivery date of 9/9/22, the damage furniture was disposed of. However, we still do not have the replacement furniture and no further avenue to dispute this with GBS or Ashley Furniture. After filing a claim more than a year ago and having spent hours and hours trying to resolve this matter, and not having the living room furniture we paid for, we are asking that we receive a refund of the purchase price of the living room set: $3224.97.

  

  Business Response

  Date: 01/20/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management and GBS. We are currently working with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:01/11/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 4 counter stools from Ashley Furniture in Phoenix order #********, and 2 arrived damaged/wobbly. I initially tried to exchange the 2 damaged counter stools with new ones and a delivery date was set up on 1/5/23 between 3-6 pm. I received an automated call on 1/5/23 from the delivery team, at 1:45 p.m. reporting they would be arriving in 7 minutes! I rushed to my rental property to meet them, but unfortunately they only brought 1 replacement counter stool instead of 2, and it was still wobbly! Therefore, I rejected it. I then discovered another delivery date was automatically set up without my choosing for a date in February. That date is too late, as these counter stools are needed for a furnished rental this month. I would like all 4 counter stools returned as I cannot waste any more time with delivery mishaps; damaged furniture; and multiple visits to the local store for help with this unresolved issue. I've unsuccessfully tried to return the counter stools. I contacted the delivery team to report the damage the day it was delivered. I contacted ******* Ashley store but their phone system is set up that when you have an order or delivery, you cannot speak to the local store directly, you are forwarded to an international call center. Between the international call center and the delivery team, I was on the phone for over an hour. I decided the faster way would be to go to the local store directly since I couldnt get through by phone. Ashley Phoenix store manager **** has been unhelpful and has even spoken to me disrespectfully, and condescendingly. ****** the office manager, said she would call me on 1/6/23 to let me know when my request for return was entered to corporate; but she has not called. Manager **** said he would tell her to call me 1/8/23 but she still did not. I need your assistance with having them call me ASAP to schedule a pick up for the chairs either at the rental, or at my home depending on the pickup date, and to issue a refund.

  

  Business Response

  Date: 01/17/2023

  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 and scheduled a return for the chairs for 1/17/23; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/18/2023

  [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:01/06/2023

  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 table from Ashley Homestore online 11/14/2022. I received the table and chairs 11/15/2022, once I opened the boxes and begin assembling the table and chairs, I realized the chairs were all stained (this issue was promptly resolved) and the table was missing a pertinent part, so I called customer service. ******** services offered to order a new part but thats all they could do "for now". Since then, I have called 3 times and they continue to tell me different stories. I have now requested to return the item and I paid $2,000+ and cannot use the table and have no chairs. They refuse to return the item and say I have to wait for the part which will ship 1/9/2023. This means I had to pay for a table I can not use. I spoke with a supervisor and they are not willing to do anything else for me. This is the 12th item I have purchased from Ashley and will be the last.

  

  Business Response

  Date: 01/09/2023

  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 ****************** On 11-16-22 we processed a $1,159.12 refund for the chairs. On 01-09-2023 we processed a $941.77 refund for the table.
  
  Both refunds went back to the original form of payment.
  
  The consumer is free to donate or dispose of the table as they see fit.
  
  We have attached a screenshot of both refunds for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a set of sofas at Ashleys and bought a warranty which Ashleys sold it to me. The warranty companys name is Montage. Ashleys furniture delivered my furniture and when the my sofas were delivered were the wrong ones. After a couple of weeks the correct sofas were dilevered. Months later one of the couches frame broke. I called Montage the company for the warranty and made a claim. A year went by with no response and countless phone calls an emails to them. Montage blamed Ashleys for not replying to the emails and requests. I also called Ashley a couple times to help, which werent very helpful. They kept saying I had to deal with Montage . Finally on October a year later after I made the claim Montage told me that Ashleys furniture never made the extra warranty exchange over the sofas that were delivered wrongfully. Finally more than one year and 3 months with no resolution from any one Ashley furniture or Montage the company for extra warranty. No one has taken responsibility they have gone circles around with no solution once so ever. Im still waiting for Ashleys customer service response.

  

  Business Response

  Date: 01/13/2023

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

• Initial Complaint

  Date:01/04/2023

  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 large, ushaped sectional couch online from Ashley's in Sept 2021. It was delivered by a store in ********, **. Two weeks after I got the couch, the place where I sit to watch TV was already broken down and had a hole where my bottom goes. I contacted Ashley.com and they told me I had to deal with the ******** store, even though I didn't purchase this from them. The ******** store has a manager with a very sour attitude toward Ashley (they are not a company store, they sell other stuff). They told me Ashley furniture is cheap and doesn't hold up. But this was only 2 weeks! They first replaced the cushion with a different one, which also broke down in 10 days. They, they stuffed it with more stuff which made it unbalanced and still broke down where my rear end goes. the last time they told me there was nothing to be done and I should have purchased higher end furniture. So, I'm stuck with a sofa that hurts my back and have no place to sit and watch TV except in my bed. Other seats on the sofa have started to break down where others have been seated. I rarely have company. I live alone. The photos are from this week, but I have older ones from 2021.

  

  Business Response

  Date: 01/09/2023

  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 Delivery Fulfillment Team. The consumer had delivery on 09-20-21. The consumer had a one year manufacturer warranty that expired on 09-20-22.
  
  The Fulfiller replaced and restuffed the cushions twice. Once on 11-05-2021 and the second time on 01-06-22.
  
  At this time the consumer is outside the one year warranty, so we cannot assist further,
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This was never resolved.  I have spoken with the company in ******** and the main office multiple times.  They pretty much said that if I wanted a quality product, I should have purchased from another company (Manager of the ******** store).  

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

  

  Business Response

  Date: 01/23/2023

  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 Delivery Fulfillment Team. The consumer had delivery on 09-20-21. The consumer had a one year manufacturer warranty that expired on 09-20-22.
  
  The Fulfiller replaced and restuffed the cushions twice. Once on 11-05-2021 and the second time on 01-06-22.
  
  The consumer didn't purchase an extended warranty.
  
  At this time the consumer is outside the one year manufacturer warranty and doesn't have an extended warranty, so we cannot assist further,
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business did not replace the cushions twice.  They replaced them once and then overstuffed them on the second complaint.  They also told me on this complaint that there was nothing else they could do if that didn't work (we all knew it wouldn't work).  The manager also told me if I wanted quality furniture I shouldn't have purchased from Ashley.  He was completely unwilling to help me anymore after the 2nd time.  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/26/2023

  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 Delivery Fulfillment Team. The consumer had delivery on 09-20-21. The consumer had a one year manufacturer warranty that expired on 09-20-22.
  
  The consumer didn't purchase an extended warranty.
  
  The consumer is outside the one year manufacturer warranty and doesn't have an extended warranty, so we cannot assist further.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 01/26/2023

  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 their response.  This should have been fixed during the warranty period, but the store told me there was nothing else they could do for me.  They dismissed me and told me I shouldn't have bought Ashley Furniture if I wanted quality furniture.  The Ashley couch broke down after only 10 days with my 120pounds of weight on it.   I am not satisfied.  And, the dealer made me feel like I was at fault.  I want this complaint to stand as is to warn other people about 1) the lack of quality of Ashley furniture and 2) the cavalier attitude of this particular dealer.  As it stands, I will have to have someone to build me cushions for the couch at my expense.  *********** and the dealer both told me all they could do was to restuff it with the same crappy foam that breaks down after 10 days or use.  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 01/30/2023

  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 Delivery Fulfillment Team. The consumer had delivery on 09-20-21. The consumer had a one year manufacturer warranty that expired on 09-20-22.
  
  The consumer didn't purchase an extended warranty.
  
  At this time the consumer is outside the one year manufacturer warranty and doesn't have an extended warranty, so we cannot assist further,
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 01/30/2023

  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.
  
  This response is not acceptable to me.  It did not satisfy me.  The whole situation is not acceptable.  But, I don't want to go back and forth with the business anymore.  But, I do want this complaint to remain on their record because they did not do right by me at all.  

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

• Initial Complaint

  Date:01/02/2023

  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.

  Description of Complaint:I purchased over **** dollars In furniture from Ashleys furniture on 10/02/2022 my Kitchen table, loveseat and coffee table I am having problems with. The Kitchen table the paint is coming off, the couch arm is breaking down the so is the wood holding it together. The coffee table a piece of wood chipped off. I contacted our warranty which we paid ****** for they said they couldnt fix any of it because its a manufacture defect and to contact the store we purchased it from. I contacted customer service they sent a tech out who then said the table is normal wear and tear/ misused , he put a piece of wood with 2 brackets on the arm piece of the couch and painted/touched up the coffee table. I then contacted the store which they had to escalate the problem and we had to wait to hear back from someone. 2 weeks later we havent heard back we contacted customer service and went into the store. They are saying they will have to send another tech out and if they dont state its a defect then there is nothing they can do to help us. It has been extremely difficult getting ahold of anyone and being told that they cant help is with our furniture issues and neither can our warranty is a bit frustrating knowing we basically threw away ***** dollars and are going to have to spend more money for furniture elsewhere because these items are already falling apart. I would prefer Ashley furniture take back their furniture and issue a refund, they have horrible customer service and are unwilling to help their customers

  

  Business Response

  Date: 01/03/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. A Second Opinion visit has been scheduled for 01-07-23. Based on the technicians findings during the visit, we will determine how to further proceed with a resolution.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:12/23/2022

  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.

  Purchased table set. Disabled person in wheelchair cannot reach table. Contacted immediately to return (same day/hour of delivery) Dec 8th. Since then after 30+ calls and scheduled pick up cancelled. They are not fulfilling their return policy. No one can help and they drop calls and hang up. I have spent hours on the phone. I have done everything they asked. I want the table picked up, I live in a small condo and it is blocking space needed for wheelchair. I have tried to work with them but i need help. I have email where they say they are coming to pick up- then now its cancelled.

  

  Business Response

  Date: 01/09/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Online sales management. We were advised that the consumers table set was picked up and refunded on 1/2/23; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/09/2023

  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 checked the account of which was used to pay for the item and still see that i am charged $1088.97. The charge has not been reversed. ]
  
  Regards,
  
  ******************

  

  Business Response

  Date: 01/11/2023

  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 ************************ We issued a refund for the table set, delivery fee, and Furniture Protection plan; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/11/2023

  [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:12/21/2022

  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.

  In June 2022 I purchased a ***************** at Ashley Furniture in **** **. I was encouraged to take advantage of the promotion to open a charge account to receive a $600 Gift Card which I did. and was told I would receive the card when all my order was delivered. First to be delivered was a *************************** Queen ******** with a KING ******** pad. A pad was required to maintain the manufacturers warranty. I had ordered a Tempurpedic Queen . I immediately drove to the store and explained their error to the manager ************** who explained it would take about a week for them to make the correction which they did. In August, the balance of my furniture was delivered which was exactly what I had ordered. Afrer about two weeks I contacted ************** at the store again asking why I had not received my promotional $600 GAS Card. He said he would contact the department who handled that to have it sent to me. I waited another month and went to the store again and was told the same story again by ************** and *** another employee. Waiting still, I went to the store again around December 9th since I stilI never receive the cards, no email and no phone call. Upon this visit I learned ************* is no longer employed but *** reported my complaint to headquarters. Next day I received an email but it was for $200 Gas Card. I responded telling them it should have been for $600. I was told that because part of my order was cancelled was the reason. INCORRECT I went to the store again and told them I NEVER cancelled anything and the change was due to their mistake in the delivery from the very beginning. I am completely exhausted with their uncooperative attitude and unwillingness to do the right thing. Please help me obtain what was promised by Ashley Furniture. Also I still have NOT received the $600 GAS card, only an email stating it would be delivered to me......

  

  Business Response

  Date: 12/29/2022

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

  Customer Answer

  Date: 12/29/2022

  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.]     Please note that  since my complaint was filed I have received one (1) $100 gift card.     The total due to me is $600 in gas gift cards.     Please process these immediately as the issue is now SIX MONTHS old and I should have received what was promised much earlier than just another email saying Ashley will be reviewing the issue.   VERY POOR customer service.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 01/09/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Elite Rewards. We were informed that the consumer was sent 2 $100 vouchers on September 9th, and both were redeemed. We were also advised that they re-sent the consumer her remaining $300 reward vouchers to **************** coming from ***********************************************
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/19/2023

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

  Well *************** now as their response is NOT ACCURATE.

  We will need to reopen   

  I only received one card for $100 and redeemed it.

  I have YET to receive and redeem the other $500 due me.

   

  This is totally ridiculous and untrue for them to lie about this !

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

  

  Business Response

  Date: 01/23/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that the store reached out to the consumer and explained the $500 vouchers. The consumer has redeemed all vouchers; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/23/2023

  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.]       I was told from the time I bought my furniture that I would receive $600 in GAS CARDs.     After Many months has passed and numerous visits to the store, I am now being told it is only $500.

  I have received only $400 in Cards and will not accept anything less that $200 more in cards to resolve this matter.   In Fact, with all the time and effort,  phone calls emails and trips TO and From the store.   I have spent more than that just to get their attention.

  I still consider this FRAUDULENT advertising  and  will not accept their apology without the remainder of what is rightfully OWED TO ME.

   

  This is the WORST customer service I have EVER seen much less been a VICTIM OF SAME.

   

   

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

  

  Business Response

  Date: 01/26/2023

  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 Homestore management and the Elite rewards team. We have provided documentation that the consumer redeemed $500 in vouchers and the date they were sent to her (Begin Redemption) and the status (Cert Status). "Card Mailed" means that depending on whether the customer is receiving virtual or physical, the email or the card has been sent. But this shows the vouchers have been claimed as well.
  The consumer will need to work with their Homestore regarding the amount of the vouchers due to these being done instore; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/26/2023

  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.]   Their definition of "redeemed"  is merely that I received emails and requested physical cards be mailed to my home address.      I RECEIVED FOUR CARDS.

  The store told me at the time of purchase I would receive $600 in cards.   I have only received $400 in cards.    THEY OWE ME TWO  more.

  I will be sending a letter to the ************************ of the **************** to complain about the FRAUDULENT SALES TACTICS used by Ashley Furniture to get me to open a charge account.

  No I will not be going to the  Ashley homestore EVER again.
  

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

  

  Business Response

  Date: 01/30/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management and the Elite Rewards team. We are working with them to resolve this issue.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/30/2023

  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.]     I would like this matter resolved as well which will require Ashley to send me the $200 MORE in gas cards that was understood from the onset of my purchase.

  I was told I would receive $600 in "gas" cards  but to date I have only received $400 in cards.          I should have received these when my furniture was delivered    back In AUGUST of 2022 and they are STILL holding out .

  Customer Service is the poorest I have ever experienced.      Never will purchase any thing from Ashley EVER AGAIN and I will continue this dispute until they do THE RIGHT THING.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/02/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management and the Elite rewards team. The store processed a refund for the remaining $200 to resolve this issue; it may take up to 2 billing cycles to reflect on statements.  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 02/02/2023

  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 will need to see $200 CREDIT applied to my account  (I have a balance of $350 presently) BEFORE I will consider this case resolved.
  
  Regards,
  
  *********************

  

  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 were informed that the refund was issued; it may take up to 2 billing cycles to reflect on statements.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 02/06/2023

  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.
  Rather than waiting two months for $200 to be credited to my account; why cant they send me the $200 in Gift Cards ?

  I will not consider this matter closed until I receive the remainder of $200
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/09/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. The refund was processed, and we will not be able to offer gift cards; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB