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

  91 S Martin Luther King Blvd Las Vegas, NV 89106-4340

  
• 

  Ashley Furniture HomeStore

  1955 S Burlington Blvd Burlington, WA 98233-3227

  
• 

  Ashley Furniture HomeStore

  1200 Cooper Point Rd SW Ste 518 Olympia, WA 98502-1171

  

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:11/10/2022

  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.

  I ordered furniture on 7/2/2022. Sales order #*********. I verified the furniture was in stock and the Delivery date scheduled for the following week. Then, prior to the delivery, Ashley furniture called me to reschedule. This happened multiple times for various reasons such as "its not in stock" and then "trucks were stuck in the warehouse and unable to be unloaded because they were full of furniture". As a result, the furniture was not delivered until several weeks after the original scheduled delivery date. I requested compensation for the delay. It required several calls to customer Service reps. **** have 2 case numbers filed: Case# ******** and Case#********. **** stated I would get a call within 24-48hours. I did and Ashley Furniture agreed to reimburse my delivery fees and stated it would show up on my next billing statement. When i got my billing statement, the Delivery charges were not refunded. I called them again. The customer service department submitted a claim to "raise the request" and stated I would get another call within 24-48hrs with the status and that the charges would likely be refunded on the following months bill. I never got a call and the charges were not refunded. I called **************** one time a month for the next 3 consecutive months. Each time they promised a call within 24-48hours. I never received a call during any of those 3 months. The **************** representative would also promise for it to be reimbursed on the next billing cycle. It has now been since July 2022 that this issue is pending, "raised to priority" and still they have not processed the reimbursement. I asked if there is a number I can call because I have been using the chat option on their website. The ******************* that there is no number I am allowed to call, that i must wait for them to call me and for my next billing statement. I am asking for BBB to assist me with finalizing my Delivery fee reimbursement.

  

  Business Response

  Date: 11/18/2022

  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. After an extensive audit of the consumer's account history, we show that the consumer was only approved for a 125$ refund, which was invoiced on July 31st 2022, back to the consumer's Synchrony Account.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 11/18/2022

  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.
  
  I was told my delivery charges would be refunded. On top of that, this issue has been pending since July and still unresolved. This is egregious and unreasonable. I have spent many months calling to get this sorted. I would like the delivery charge refund in full, along with Ashley giving me a datea date that this money will be reimbursed.

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

  

  Business Response

  Date: 11/22/2022

   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: 11/22/2022

  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.
  

  I will continue to wait for a response.  This has been "processing" since July and it still has not been resolved. I have gotten $0 refund and still more passing around. Please provide a date with an anticipated resolution response.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 11/25/2022

  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 get the delivery fees refunded, and we apologize for the delays.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:11/06/2022

  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 a dining set and a server from Ashley Furniture store located on ******************************************************************** On 10/16/2022.The purchase amount was $2548 and we opted out assembly because it costs $350. And we were told by the delivery department that we have 72 hours to report any issues in the order because we opted out assembly.We delivered the order on 10/21/2022 We opened the server box on 10/23/2022 and found some scratched parts and a missing/incorrect part(the first part in the assembly instructions was nit matching any of the parts in the box and there was a part that didnt match any parts illustrated in the assembly instructions). And none of the parts has labels as the instructions was mentioning. We reported the scratches and missing piece/incorrect part on 10/23 We sent images and have been told a technician will come look at the scratches and the wrong part and there will have someone to assemble also.A technician came on 10/28 and took pictures of the scratches and the wrong piece and told us they will respond to you by Wednesday Nov 2nd.I called customer service on Wednesday Nov 2nd because no one responded. I asked for a solution for the missing part and assembly and willing to pay for it because we dont know what we are going to face with the rest of the dining set which we havent opened their boxes yet. They told us they made a request for the missing part which should arrive within 2 weeks and scheduled a technician on 11/17 but refused to send someone to assemble even if we are willing to pay for it.We went to the store the following Sunday 11/6 to speak to the manager. When they looked up the case they didnt find any request for the missing part and the manager refused to cooperate regarding the assembly and was very rude with us and left us while we were talking to him.Now we have an item with a missing part and seems like they havent made any request. Order# ********* Case# *******

  

  Business Response

  Date: 11/14/2022

  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. The consumer has a technician to assess the server on 11/17/22, based on their findings they will determine how to further proceed. Regarding the assembly, there is a request for assembly assistance, however, there are no guarantees. The consumer may also contact ************* (************************************************************) for assembly; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/23/2022

  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.
  
  The technician came on November 19th. He took pictures of the incorrect part and pictures of the whole item unassembled, and the assembly instructions just as what the first technician that came 3 weeks ago and did. But until this moment the issue did not get resolved; we are still missing the first part of the item, the server, to start assembly.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/28/2022

  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. Based on the technicians findings there are no defects. The top panel (pr *******) has an eta of mid-December, once it has shipped the consumer will receive an email with the tracking details. We will be happy to offer $90 compensation for the delay.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/05/2022

  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.
  
  It is not the top panel that is missing. It is one of the bottom panels. I have called customer service on 11/28 right before getting this response and when I explained which part is missing based on the instructions manual, it is part #R59981. They said they have placed an order for it, order #*******. But till today, 12/5, I have not received any tracking info, which means it hasnt been shipped yet.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 12/12/2022

  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. The consumers part # R59981 is estimated to ship out mid-December, once it has shipped the consumer will receive an email with the tracking details; we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/18/2022

  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.
  
  Our complaint is not resolved yet since we still didnt get a shipment confirmation of the missing part. It has taken very long time to resolve this complaint. So we are asking to return the item for a full refund.

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

  

  Business Response

  Date: 12/19/2022

  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. The part was delivered to the consumer on 12/18/22 (tracking  587308553470); we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/20/2022

  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.
  
  We received the part. But it is still having the same issue as the original part that was delivered with the item. Both parts are missing dowel pins as marked in the attached pictures. As you can see in the manual, the part needs to have holes with dowel pins inserted in both sides of the part. But no holes nor dowel pins were found.

  This issue has taken very long time to get resolved; over 2 months. We are asking to return the item and get a full refund to save both of our times.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 12/26/2022

  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. The consumers return request was approved and scheduled for pickup for 12/30/22; we apologize for the inconvenience.  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 01/11/2023

  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 item was picked up on 12/30 but we didnt receive a refund.
  
  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 Homestore management. The merchandise was picked up on 12/30/22 and a refund was issued back to their Synchrony account; it may take up to 2 billing cycles to reflect on statements.  
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:11/04/2022

  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 December 7, 2021 I ordered a bedroom set for $3509 that I was told would arrive in February. ( I chose the Ashley set over another bedroom set because I was truthfully told by the other retail store it would take 7 months to receive it). Instead I received my dresser in April, the bedside tables and headboard and baseboard in May and the side boards to put the bed together in June. I financed the set as recommended by my sales person in order to receive 20% back with the Ashley Elite Rebate Program. I paid the balance in full when the entire set was delivered in June. I was told I would receive my rebate in 6-8 weeks. I have tried to call, email, complete a request for the rebate at Ashley support and I have not had any ability to contact anyone to help me. I'm transferred to the store. I spoke with **** who said he would check on it and call me back....no call back. I walked in and spoke with ********** and **** who were very kind and helpful and reassured me they would be contacting Ashley support and letting me know. I got a call reassuring me it was being taken care of. That was 3 weeks ago so I called ********** again who says they contacted Elite Rewards multiple times and have been told they have contacted me. I have heard nothing. She now says there is nothing she can do. I have never experienced such horrible customer service.

  

  Business Response

  Date: 11/11/2022

  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 Elite Rewards. We were advised that there was an error with the consumer's email address adding an "a" into "rhode". We are working with them to get this error corrected and get this matter resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 11/11/2022

  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.
  
  [The email correction was done over a month ago and I was told from ********** at the Meridian store that she was informed by Elite support they had reached out to me several times on my email.   I have not received any notifications from Ashley Elite Rewards.  I confirmed the correct email with ********** and she then told me there was nothing more she could do. I asked her to cc me on the emails to Ashley Elite Rewards support and I still have not received anything.   I do believe you have the correct email and I would appreciate receiving my vouchers via email expediently. ]
  
  Regards,
  
  **************

  

  Business Response

  Date: 11/15/2022

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

  Customer Answer

  Date: 11/17/2022

  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.
  
  [I do not understand why I have yet to receive an email from Ashley Elite Reward since my email address was corrected over 6 weeks ago.   Again the store manager has told me that Elite Rewards has reached out to me several times yet I've received no emails although my correct email has been verified.  Please contact me ASAP at the email address given or call me at the number I've left with the store.]
  
  Regards,
  
  **************

  

  Business Response

  Date: 11/21/2022

  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 Elite Rewards. They have advised that they have resent the vouchers to *********************** they may have gone to the the consumer's spam/junk folder.
  
  
  Regards,
  Ashley Furniture *********** ****
  JD

  Customer Answer

  Date: 11/24/2022

  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.
  

  I received my vouchers and completed the process as directed.  I was told I have to wait for "no-************************** to send me an email to choose how I want to receive my reward. I have been checking daily and have yet to receive an email from them.  The instructions also say this email will be time sensitive.   How long after completing the applications with the vouchers should I expect the email.   It's already been close to a week.

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

  

  Business Response

  Date: 12/02/2022

  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 Elite Rewards. We continue to work with them to resolve this concern and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 12/05/2022

  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.
  
  I have received my vouchers totaling $197.   I don't know where Ashley Elite Reward got that odd sum.   I was told by the sales person I would receive 20 % back in rewards.   I spent $3500.   $197 isn't even 10%.   I will not be shopping at Ashley in the future and I will be telling my friends and family about this incident to discourage their shopping with Ashley as well.   I've spent so much time remedying this problem and mainly because it's the principle behind doing honest business dealings.   I felt deceived throughout the entire purchasing, delivering and getting my reward which was rightfully due.  
  
  Regards,
  
  **************

  

  Business Response

  Date: 12/09/2022

  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 researched the consumer's order history and are currently working with Elite Rewards to get the missing rewards sent out to the consumer. We do apologize for the delays in getting this matter resolved.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:11/04/2022

  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 bought a reclineing chair on 06/08/2019, and we bought the 5 year warrenty. the motor quit working in aug. we could not call ashley because their phone number had changed. my wife had to go down to the home store to file for repairs. this was ********** 2022. they scheduled a tech to come out on september 20. my wife called a few days ahead to conferm. we were told that the tech would not be there until october 13. he showed up, looked at it, pushed a few buttons,kicked the footrest, took a few pictures of the motor ,and took off.he informed us that a part would be comming, and that we should call and make another appt. when it came. we called again on october 27, and we were told that the pictures that he took were useless for ordering any part. someone would have to come out and take more pictures. we called again on november 2,and were told that they could not find our case file, but a supervisor would be calling us back. we called again on november 3, repete of nov. 2. still no closer to resolution than on day 1.

  

  Business Response

  Date: 11/13/2022

  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. This consumer is outside of our 1-year manufacturers warranty and ineligible for a return. For any issues with the furniture, they are now under their furniture protection plan with GBS ProtectAll. GBS has noted that they are working with the consumer to schedule a technician recall as the item is repairable. For any further concerns,the consumer must reach out to GBS at ************ or ************, as we are unable to assist.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:11/03/2022

  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.

  On 10/07/2022 I paid $823 cash to Ashley Home Furniture Store on ******** in ******** **. for a chair that I had tried. A chair was delivered early evening the following Friday. It was not the even close to the chair I had tried.at the store. I am a disabled senior citizen and I have arthritis in my back and hip. The chair was as hard as a concrete slab. The very next morning I drove to the store, showed my receipt and told them they needed to pick the chair up and give me my money back. I was told they would have to go through Corporate to proceed. They photocopied my receipt and told me no one would be in until Monday. On Monday I called several times and kept getting hung up on. Finally I talked to a woman with an accent so I couldnt understand her name. She told me she would start the process and I would receive a check for the $823 two weeks after they received the chair. It has been 3 weeks since they picked up the chair. I havent received anything from them. I called Corporate and they told me once the chair had been picked up, it was the stores responsibility to pay my money back. So I contacted the store and the first *************** up on me. I called again and this time talked to the same lady I had talked to before. They couldnt find any record of my purchase but I have my receipt. They had not even started to process my refund. I just want my money back. This has damaged my chances for having a Thanksgiving or a Christmas. The $823 is 2/3 of my income for a month. Please I need to have my money refunded to me.*************************** ************

  

  Business Response

  Date: 11/10/2022

  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 have been advised that they have reached out to the consumer for confirmation of the mailing address to send the check, and once confirmed they will be mailing out the check.
  
  The consumer should be receiving two checks as the first check was for $692.99, which excluded the delivery fee. We have processed a second refund for the delivery fees as well, which will be sent via check.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 11/10/2022

  [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:11/02/2022

  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.

  SALES ORDER NUMBER: ************ Order placed early June 29th for bed. The bed was delivered in two shipments, one in early July, second in early September. Once received the gram in early September I discover missing pieces for the slats to connect to the posts. Reached out to the parts department and parts were shipped. These were the wrong parts. Submitted order 9/15 for the correct parts and told they would arrive late October. Parts did not arrive. Called today for parts update and told late November or early December. Meanwhile I have been sleeping on the floor since July. Called online customer service and told nothing they could do as it has been 30 days. Called the store and they said they would reach out to the area supervisors and I received no call today. I am requesting a full refund or store credit and would like a bed here or elsewhere in stock so I am somewhere to sleep again. Please have someone contact me that can help with a resolution. I will never purchase a product from Ashley online again. I have attached my email and phone number for contact and hopefully will be contacted by someone who can actually help. I appreciate your time.

  

  Business Response

  Date: 11/07/2022

  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 our ***************** We were advised that the parts are estimated to ship out at the beginning of December. We will not be able to approve the consumer's request for a full refund. We will be able to order replacement Slats as the parts are delayed; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:10/31/2022

  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 into ashley furniture at ***************** in ******** **. The sales person greeted me and I told him I wanted to buy a ******* and ****** Ultra Plush Hybrid. I explained that I had back problems and that specific mattress is all that I have found that I can sleep on. He checked stock and informed me that it would have to be ordered but they could get it. He wrote up the sales slip, which was in code. I paid for the mattress and waited several weeks for delivery. When they delivered it I slept on it and knew immediately it was not the ultra plush because my back was already hurting. I contacted Ashley, I explained that they ordered the wrong mattress. They sent someone to my house who confirmed it was not the ultra plush. They said someone would be getting back with me. I never heard from anyone. I followed up today to see why I have not heard from anyone and they informed me that they charged me the wrong amount and I could pay more for the plush or I could receive a 20% credit on a mattress I cannot use. The mattress is a very expensive mattress and I paid ******* at ashley. But before I purchased thru them I called ******* and ****** to see what their 4th of July specials were. It appeared to be a match so I ordered thru Ashley. Now Ashley is telling me they charged me wrong and to get the correct one will cost me more. I Know that **************** pricing is propriatory and they do not allow retailers to charge a different price then what they allow. So I know Ashley did not under charge me or I would have ordered directly from **************** at the cheaper price. To resolve the dispute they are offering only the 2 options above. Of which neither one works for me. I want them to take back the mattress and refund my money. I am calling ******* and ****** tomorrow to confirm what the price was for their 4th of July sale this year and will provide that information to my complaint. Ashley made a mistake and now will not honor it.

  

  Business Response

  Date: 11/07/2022

  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 were advised that the consumer signed multiple forms indicating the mattress that they selected.
  The store is offering the consumer either a 20% discount to keep the mattress they selected or pay the difference between the 2 mattresses and accommodate an exchange even though it is outside of the policy. We will not be able to approve the consumers request for a return/refund; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/07/2022

  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.
  
  I did sign forms that a mattress was ordered and delivered.  I do not know what their codes on the order sheet represented.  I was very clear on the specific mattress that I wanted to order, the ******* and ****** ultra plush hybrid and believed that that is what they were ordering.  I thought that was what the sales person ordered.  I realized the mistake the first night of sleeping on it because I have back problems.  I cannot reach the store manager because he refuses to call me back, the home office does not call me back.  I will take the 20% plus tax which by my calculations is $562.00 and the tax on that amount.  But I have little faith that will be calculated correctly because they do not appear to operate in good faith.  I would like to know how and when I can expect that to be refunded.  Unfortunately this will be the last time I purchase anything with ashley or their brand.  As far as this consumer, they have lost more than the price of the refund because ******* homes and am always buying furniture and I work with clients when they go to purchase.  I even spoke to the sales person about possibility of setting up an account.  They have exercised absolutely no good will and I will never purchase from them again nor recommend them to clients.  And will ensure  that my experience with this store is made known to family friends and clients.  I realize I am only one person but did note on reviews after the fact many others have had a similar experience.  So what I would like is to know who to reach out to for my refund because they will not take calls and say they will call back and never do.  Great business model.  Corporate should take note of the management of this store. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/09/2022

  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 get this refund issued. We apologize for the consumers experience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/10/2022

  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.
  
  They have not provided a specific plan for me to accept their response.  ashley furniture has already shown they cannot be relied upon to honor their word.  I requested ****** confirm the amount of refund (which I have calculated at 20% of 2810.00 to be ****** plus the tax charged on that amount)  I also requested to be informed of what I need to do to obtain the refund asap.  Again ashley furniture has proven they do not stand by their products or behind their mistakes so I want their answer to be very specific so it is in writing and public.  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/16/2022

  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 management to get the consumer refunded the 20% that was offered; we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/21/2022

  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.

  I have asked them repeatedly to answer my complaint by providing me with the amount of the refund, the date they will be refunding it by, and how I will receive it.  It has been long enough for this to have been processed and completed and I cannot even get a response which is why I have a hard time just accepting their generic response that they are handling it.  

  So to clarify,I would like Ashley to provide me (1) the amount of the refund, which should be $562.00 + the tax I paid on that amount  (2) the date I will receive it (3) will it be a check or a credit to my account.  Thank you

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

  

  Business Response

  Date: 11/23/2022

  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 will be able to provide the amount of the 20% discount once it has been processed by the Homestore.  The refund will be going back to the **** used for the purchase; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/23/2022

  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.

  I asked to be provided the specific amount to be refunded TO INCLUDE THE *** PAID ON THAT AMOUNT and the date the refund will be refunded.  In their response they only stated the 20%.  I should not pay tax on the amount that they are refunding.  I am out $3000 for a mattress that I cannot use because they ordered the wrong mattress.  They also avoided providing me a date that it will be refunded.  They are avoiding providing me that information.  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 11/23/2022

  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.
  
  They do not seem to want to commit to a time frame in which I can expect my refund...nor do they want to commit to the price.  I noticed in their response they only stated the 20% but did not state anything about the tax on that amount.  Can you help me get that information.  I dont know what I am supposed to do.  They made a mistake and did not order what I wanted and will not take it back.  I am out $3000 for a mattress I will never use (it is on my spare bed) and now they will not give me the information I am seeking.  

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

  

  Business Response

  Date: 11/30/2022

  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 the ******************* We were advised that the refund was issued on 11/29/22 back to the consumers ***** We are currently waiting for a refund receipt to provide to the consumer; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 12/02/2022

  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.
  

  The total should have been $613.70 not ******, the mattress was $2810.00, and I paid 9.2% tax on that amount.  20% of 2810 should be ****** and 9.2% tax would be an additional 51.70.  Please refund the difference of $18.40 to my visa.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/12/2022

  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 were advised that the remaining balance owed to the consumer was issued back to their **** on 12/7/22; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:10/29/2022

  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 an extended warranty with Ashleys furniture store. I took the proper steps and received an email To schedule an appointment. When calling the number on the email, the representative says they have no information and to contact the warranty company. I then contact the warranty company and they tell me I did everything correctly and that Ashleys Furniture will be the technician to come look at the item, they instructed me to call Ashleys furniture again. I call Ashleys Furniture, and they still have no clue on whats going on.

  

  Business Response

  Date: 11/09/2022

  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 sales management. A technician is scheduled for 11/17/2022.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:10/28/2022

  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 purchased a floor mirror online from ****** on 9/18/22. It arrived at my house on 9/23/22, upon opening the packaging I found the mirror was damaged. I reported the damaged mirror to ****** **************** on 9/23/22. A representative told me I would receive a follow-up call in ***** hours. I never received a follow-up call. After several attempts to email and call customer service, ********************** finally agreed on 10/4/22 to exchange the mirror. A representative told me I would receive a follow-up call in ***** hours to schedule delivery. I never received a follow-up call. They never scheduled the exchange until I once complained to customer service several days later. The exchange was scheduled for 10/21/22. On 10/21/22 I received a phone call that the item was damaged at the warehouse and would not be delivered. The representative told me I would receive a follow-up call in ***** hours. I never received a follow-up call. On 10/27/22 I called customer service to ask when the exchange would be scheduled, they said my case had been closed, their records showed a mirror was delivered and also that it wasn't delivered due to an issue, they said that someone would have to contact billing and that I would receive a follow-up call in 24 hours. I never received a follow-up call. Today, 10/28/22, I called customer service and asked when my exchange would be scheduled, I was told that they needed to talk with another department, was put on hold for 12 minutes, then disconnected.

  

  Business Response

  Date: 11/06/2022

  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 online sales management. An exchange is scheduled for 11/16/2022.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 11/16/2022

  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.
  
  Ashley attempted to deliver a replacement today. I did not accept delivery of the replacement as it was more damaged and worse condition than the original. I would still like an exchange for an undamaged floor mirror.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/23/2022

  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 online sales management. An exchange is scheduled for 11/30/2022.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 11/23/2022

  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.
  
  I received a call this afternoon stating that the mirror is no longer in stock and the exchange scheduled for 11/30/2022 will not occur. If Ashley cannot provide an exchange please provide a full refund of my payment ($299.99).
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 12/04/2022

  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 online sales management. We are working with them to resolve this complaint and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 12/05/2022

  [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. A replacement floor mirror was delivered on Wednesday, November 30.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/25/2022

  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 order furniture for my new home. The bed I purchased is too high. Im 51 and Im sliding out of the bed. The display on the show room floors at all three stores did not show difficulties getting in and out of the bed bed. I was told if any issues with my products I could exchange them within 72 hours. Unfortunately I am not trying to have an injury getting in and out of my bed and Im just looking to exchange it for something else that fits my height. Unfortunately the store does not seem to be solving this issue or wanting to solve it.

  

  Business Response

  Date: 11/03/2022

  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.  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/03/2022

  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.
  
  [I had contacted the store within 24 hour hours of my items being dropped off at home. There are items that need

  to be fixed and the store has not been back in contact with me or corporate. I have had to shop at ********** to see if I can fix the issues. I gave completely wasted money and bought items from this company and no one is willing to seem to fix the issue. They clearly wanted the sale and just my money for items that I am having to deal with. ]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/09/2022

  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 will provide an update to the consumer via email.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 11/14/2022

  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.
  
  [I am still waiting for a resolution from Ashley's furniture. I received from the corporate office and they are still waiting for a response from the store location. ]
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/16/2022

  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 reached out to the consumer via email providing an update. We are still working with the Homestore and will continue to update the consumer when available.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB