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

  
• 

  Ashley Furniture HomeStore Southwestern

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

  
• 

  Ashley Furniture HomeStore

  17501 Southcenter Pkwy Tukwila, WA 98188-3706

  
• 

  Ashley Furniture HomeStore

  2028 N Tomahawk Island Dr Portland, OR 97217-8106

  

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:09/18/2022

  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.

  My wife and I purchased a sectional from Ashley furniture on 8-3-2022. We paid in full and 2 weeks later they came to deliver our sectional. The ottoman was EXTREMELY damaged with rips and had a board jabbed through the bottom. The delivery drivers tried to cover it up and lie to us about the damage. We refused the ottoman, spoke to Ashley, they assured us they would order a brand new one, verify its quality and bring it to us a week later. A week later, much to my surprise they attempted to deliver the exact same ottoman! Only now its unpackaged of course and covered in dirt and filth. We refused it again, they offered to refund our delivery fee of $195(which they did). We had several communications with them about how disheartening and aggravating it was to have this happen again. A week later they attempted to deliver again. I cannot believe this as I type it but is was the SAME OTTOMAN AGAIN!! At this point I called in and was extremely upset. We finally got to speak to a supervisor named ***************************. She apologized profusely and offered to deliver a new one the next day AND refund us fully for the ottoman. $548. We no longer felt like we could trust anyone at Ashley so we drive to the warehouse facility personally. ******* said that they had a brand new ottoman and they were waiting on us. Upon arrival, they had no idea what I was talking about. They said they didnt even know a *************************** and they couldnt help me. After an hour waiting a supervisor named ***** came out and got us and said he could deliver it tomorrow. We advised him we didnt drive 1.5 hours to leave without the ottoman. A very nice dock worker named ******** offered to open it up so we could check it out. It was also heavily damaged. He brought us another one which was FINALLY undamaged. We spoke with ******* one last time verifying the refund and left with our ottoman. As of now ******* refuses to return our calls. Ashley employees hang up on us and we still do not have our refund.

  

  Business Response

  Date: 09/26/2022

  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. We were advised that the $500 compensation was processed on 9/16/22 back to the original form of payment; we apologize for the consumers experience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/26/2022

  [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:09/17/2022

  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 a very large, and very expensive couch from this store a few years ago. During the discourse of going over specifics and cost, the sales person brought up their extended warranty offer in the furniture. I asked about its coverage, and was told explicitly that without question if *anything* happened to the couch, regardless of if it was a defect or I physically ripped it to pieces that it would be covered unfolded their extended warranty for a small service fee. I was told it was covered top to bottom, NO EXCEPTIONS. I was guaranteed this verbally by two salespeople. Low and behold, a few months ago a tear appeared on one of the cushions. My extended warranty was still active, so I filed the claim. It was denied the same day, stating that they were refusing to cover it/honor the warranty I paid for. I was told this over the phone with the representative I spoke to. I followed up with emails and was never replied to at all. Deceptive business practices should be penalized. They refuse to communicate with me, and they outright refuse to refund me the money I paid them for a service they will not honor.

  

  Business Response

  Date: 09/27/2022

  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 Furniture Protection Plan.We are working with them to resolve this issue.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/27/2022

  [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, however I will escalate this in the event that a resolution is not found, as I have been down this road with the business already and they refused to make the situation right. 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 10/02/2022

  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 Furniture Protection Plan. We were advised that the consumer's claim was denied due to seam separation and zipper damage. The protection plan does not warrant for these damages and the only option that they have at this time for this customer is to provide a referral for a local tech to repair for out of pocket; we apologize for the inconvenience. 
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  

  Customer Answer

  Date: 10/03/2022

  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.
  
  As stated previously, the entire reason I purchased the furniture as well as the extended warranty was because I was GUARANTEED by the sales person that no matter what, any damage to the couch would be covered. He said specifically I could rip a cushion apart and it would be replaced, as long as I had the warranty. I have a witness to this as well, I did not go alone. Had I known that I was being lied to, I would not have spent three thousand dollars on a couch and the extended warranty. Im not asking for anything major here. I either want the time replaced, or repaired at no cost to me. Or I would like the entirety of the cost of the extended warranty refunded back to me, due to it being sold to me under a lie, and being generally useless. 
  

  If the sales person had even gone over things that it didnt cover beforehand, that would have made this whole issue acceptable. I was told to my face that no matter the damage, and no matter what caused it, that it would be covered. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/09/2022

  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 the Furniture Protection Plan. Per the protection plan, seam separation and zipper damage are not covered under the warranty; we have attached the *** terms and conditions. We apologize for any miscommunication that the consumer received from the sales associate.If the consumer would like to cancel their extended warranty, they will need to contact *** ***************) and receive the pro-rated refund amount.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB 

• Initial Complaint

  Date:09/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase from Ashley furniture store online and used their credit cards with *************** I used from 25k credit limit only ****. That time they offered cash rewards which was based on my spending . I was qualified for about 700 cash reward which I never received i had all the correspondence through my email .after going back and forth for a couple of months even having all my invoices with all details they now offer me to go to Ashley store and resubmit my order to get the code. Of corn store hasnt dont it as it was online order.This is really a huge scan company And I am full of this horrible service i get from Ashley ELITE REWARD TEAM. Moreover, after my complaint my all cards with SYNCHRONY bank were closed without providing me any reason. They sent me a letter requesting information about my identity on 08/30/22 , same day without they send me letter by informing me about my cards being closed. And As a result I got my all cards closed and has never received PROMISED REWARD from Ashley. I wish I can afford to *** both companies for their illicit activities

  

  Business Response

  Date: 09/20/2022

  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

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a bed and dresser in April from Ashley Furniture. We finally were scheduled for delivery on August 24th, 4 months after purchase when told it would be 8 to 10 weeks. We received two emails confirming deliver of both the bed and the dress and that the room needed to be empty for the installer to install the bed and dress. We were told the day before the delivery that the dresser was on back order and would not be arriving until December. At this point we have all our clothes in boxes and have given away our dresser and taken our bed to the dump. On 8/24 we waited for the bed to be delivered, no one showed, no phone call, nothing! I called the next morning as was told the delivery was canceled due to a damaged storage unit for the bed and that they could reschedule me for 8/30! Now we have no bed or dresser! Sleeping on the floor and clothes are in boxes! Got an email that they would be delivered on 8/27, NO SHOW My bed and to my surprise, the dresser which I was told the day before that it still was on backorder, was finally delivered on 8/30, but there is missing supports in the center of the bed, the side drawer is damaged, two of the end drawers are warped and there is a ******** and scratch on one side. I was told that I had to order the missing parts! WHAT! Which was another fiasco! Corporate Ashley *********** reached out to me 2 times because of my posts on ********* created a case, but I heard nothing from them since 9/1. They have not follow-ed **** talked with a supervisor on 8/25 about the first delay. She gave me a small compensation but did not stay in contact like she said she would. I was the one that had to reach out to her. I also reached out to her about the damage, she did order replacements, but they will not be delivered until September 27! So STILL NO BED to sleep in! This is ridiculous. Terrible customer service and communication from all over the corporation.

  

  Business Response

  Date: 09/15/2022

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

  Customer Answer

  Date: 09/16/2022

  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.
  
  I have not had any contact from anyone from Ashley Furniture.  They have not resolved the issue.  They maybe discussing it, but they have not reached out to me, nor have I seen any resolution, parts for the bed or compensation for the inconvenience. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/22/2022

  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. The consumer's mattress is scheduled to be delivered on 09-24-22. We have also reached out to ****************** The consumer is scheduled for an even exchange of the footboard and rails on 09-27-2022.
  
  Once these items have been delivered, we will be able to process a $200 refund for all the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/22/2022

  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 appreciate the $200 for the late mattress, but that is not what this complaint is about.  It is about the purchase of the *** that came late with missing and damaged parts that I still cannot use!  I have a mattress being delivered with NO *** to put it on because the *** is not functionable.  I want answers to the *** issues.  Where are my parts?  What is my compensation for not sleeping in my bed for over a month!  For having a damaged bed with drawer that are warped and dented.  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/27/2022

  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 ****************** The consumer is scheduled for an even exchange of the footboard and rails on 09-27-2022.
  
  Once these items have been delivered, we will be able to process a $200 refund for all the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/27/2022

  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.
  
  Well, I waited until 4:00 for the delivery of my replacement and decided to call since NO ONE SHOWED UP!  The customer service agent tells me at 8:45 pm last night it was determined that the parts were still on backorder and that they would NOT be delivered TODAY!  WHY DID I NOT GET A PHONE CALL AGAIN! I took off work again to wait for the delivery that didn't happen, NOW they tell me that it may come on OCTOBER 29TH! AN OTHER MONTH! This is so ridiculous!  So, I am still without a bed for another month!  This is no longer an inconvenience, but I feel I am being sabotaged because I have complained.  That this is a way to retaliate for my actions.  No! I don't accept your response because your company does not tell the truth and $200 for my inconvenience is like a slap in the face.  It doesn't even cover the time I had to take off work to wait for the delivery.  So, I have my mattress, no place to put it, no bed and a company that continues to not communicate and tell the truth about what is really going on. I will not settle until i have the missing parts and a compensation that covers my inconvenience and suffering for not sleeping in my bed!
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/03/2022

  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 ****************** Currently, the footboard and rails are showing they are on backorder. The current ETA that the items are scheduled to arrived into the warehouse is 10-29-2022. We are working on getting the items in as quickly as possible. Once the items arrive into the warehouse, the consumer will be contacted to schedule a delivery date.
  
  We do apologize for the delays.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 10/03/2022

  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.
  
  Thank you for the update. But until the bed is fixed and compensation is received I will not accept the response.  To many times I have been told one thing and it doesn't happen. 

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

  

  Business Response

  Date: 10/10/2022

  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 ****************** We are currently working on getting the Footboard/Rails into the warehouse as quickly as possible.
  
  We do apologize for the delays.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 10/11/2022

  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.
  
  Not satisfied until the bed is repaired and I receive compensation. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/13/2022

  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 ****************** An even exchange has been scheduled for pick-up and delivery on 11-05-22. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 10/13/2022

  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.
  
  Until the exchange has been completed,  I will not accept the response. Three times delivery did not happen when it was supposed to.  And what about compensation for the inconvenience and time lost for waiting for deliveries that never came?
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/18/2022

  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 ****************** An even exchange has been scheduled for pick-up and delivery on 11-05-22. The consumer will be contacted to confirm the time frame within 48 hours of the scheduled date.
  
  Once the item has been exchanged we will be able to offer compensation for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 10/18/2022

  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.
  
  On Friday 10/14 and Monday 10/17 two boxes arrived from Ashley furniture.  One was the broken drawer replacement, and one was the missing pieces.  My husband and I removed and replaced the broken drawer and installed the missing pieces.  I ordered the missing pieces on the day the bed was delivered and a supervisor from Ashley ordered the replacement drawer.  She also ordered the replace that is supposed to be delivered on 11/5.  At this point you might as well cancel the replacements that are supposed to be delivered on 11/5.  We took care of it and finally are able to sleep in the bed!  This has been the worse experience i have ever had with a company.  The lack of communication really needs to be fixed along with your delivery system.  Customers should never be notified, or a date scheduled for delivery until the furniture is in the warehouse.  This would save a lot of people grief, frustration and money.  

  At this point all i am looking for is compensation for my time lost at work, grief, frustration and inconvenience of not have a bed for over 2 months.  Once I see the compensation, I will accept the response.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/24/2022

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

  Customer Answer

  Date: 10/24/2022

  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.
  
  This response seems like a duplicate.  Still waiting for resolution.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 10/29/2022

   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 ****************** We are currently working with them to get the refund processed and we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 10/31/2022

  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.
  
  Waiting for compensation. 
  
  Regards,
  
  *********************

  

  Business Response

  Date: 11/05/2022

  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 ****************** We are currently working with them to get the refund processed and we apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 11/08/2022

  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.
  
  This seems to be the same response from the last two or three.  Waiting for a real response with my issues addressed.  Ashley does not seem to have anyone really working on this, just keep send the same message.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 11/14/2022

  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 ****************** We have been advised that we have processed the following refunds back to the consumer's Synchrony account; -$530.72, -$325.20, -$271.00 -$75.50. Please allow 1-2 billing cycles for the funds to reflect back.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 11/14/2022

  [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:09/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our new dining room table set from Ashley Furniture in ******, **** on Feb. 15, 2022. We were asked at that time if we wanted it delivered, and we said no since we would potentially be out of country when it was delivered. The table was not available for pickup until late July and we asked at this time if it could be delivered because we were back in town. We were told that delivery at our address was not available so we had to drive to a warehouse near the **********************, an hour drive from our home, and wait in a fairly long line to pick up the dining table set. In order to ensure that it made it home safe in the trailer, we left the boxes closed and tied them down in our trailer. When we got home and opened the boxes, we noticed that one corner of the table has a very obvious defect in the lacquered finish, from the manufacturer. We went to the customer service desk in the ****** showroom, where we purchased it, and explained our situation to the person at the customer service desk. We were met with a very unfriendly response by the manager telling us that since Ashley warehouse doesnt deliver to our address no technician would be sent out for repair and we have to take the table back to the warehouse in **************, drop it off and then pick it up again when the repair is done. This is extremely poor customer service. We are expected to drive a total of 4 hours, with the current cost of gas, to take the table to their repair shop, for a mistake that they made in the manufacturing and finishing of the table?! We already paid a large amount for the dining table set, and now we are expected to cover the expense for something that we are not responsible for. This is extremely bad service from any company.

  

  Business Response

  Date: 09/15/2022

  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 and Warehouse management.We are working with them to resolve this issue.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/15/2022

  [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 as long as they actually reach out to us, and resolve the issue in an acceptable way.  If not, then I will continue to pursue resolution. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:09/06/2022

  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 couch from Ashley home store in ******** ** in September 2021, the couch was delivered and we went about our lives on October 6th me and my partner fell asleep on the couch overnight and woke up with bites everywhere! I subsequently reached out to an attorney (who insisted we go to the dr) didn't think it merited medical help, we just wanted the couch replaced I also reached out to the store that sold us the couch, they said they would call and send out a technician, month goes by and nothing, I called again spoke to a gal she assured me the technician would call us! Nothing still, I reached out again a month later, still no call, I reached out to customer service and the stance they have is bedbugs couldn't possibly survive in the warehouse! A study I found said they can live dormant 18mo in freezing temperatures! I asked her to expand on that she couldn't! She said we waited too long to reach out! This is ridiculous! The worst part is they tried to lie and act like we never reported Bed bugs!! They said it was all about a cushion! Not too mention the color was off we are pretty non confrontational and laid back so we said the colors not bad we will be fine! Wish we would have stuck to our guns! Terrible customer service!

  

  Business Response

  Date: 09/12/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this 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.
   
  After a full review of the consumer's concerns, we apologize, however we do not cover bed bug infestations. There are several different ways a home can become infested with bed bugs ranging from person to person contact, being brought in on luggage or backpacks, to the bugs actually traveling through the walls of an apartment complex or home. Bed Bugs also possess the ability to go into a dormant like stage when food is not available. Bed Bugs are capable of being dormant for several months making it difficult to pin point when the actual infestation took place.
   
  Again we apologize for any inconvenience, however we are unable to assist any further with this matter.
   
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/12/2022

  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 ******************* assessed our home and indicated that the infestation was in the couch. We reached out to our attorney shortly thereafter. I understand this is the stance you take but I have filed a complaint to the attorney general as well. Im also going to the local news station if this isnt resolved. Most people are discouraged from speaking out due to the stigma of having a bedbug infestation, rest assured Im going to make sure people know about what happened to me, Ill picket out front if I have to. I reached out to the store within a week. Its appalling this is your response. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 09/15/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this 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.
  
  After a full review of the consumer's concerns, we apologize, however we do not cover bed bug infestations. There are several different ways a home can become infested with bed bugs ranging from person to person contact, being brought in on luggage or backpacks, to the bugs actually traveling through the walls of an apartment complex or home. Bed Bugs also possess the ability to go into a dormant like stage when food is not available. Bed Bugs are capable of being dormant for several months making it difficult to pin point when the actual infestation took place.
  
  The consumer had delivery on September 24th 2021 and we didn't get notified until April 16th 2022, 204 days after delivery.
  
  Again we apologize for any inconvenience, however we are unable to assist any further with this matter.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/15/2022

  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.
  
  No, thats false your employees didnt create a ticket until then. The attorney general is reviewing the case and Im sure they will see the facts without bias. If you look at the date on the email you will see it was well before April. I called the store and they said they would have a manager reach out, they never did. I finally got to speak to a manager in April! (found out later she wasnt) she acted very upset and said a tech or field appraiser would reach out via a out of state number, they never did. Just recently found out she is no longer with you. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 25, we purchased 2 reclining sofas from the ********, **. Ashley furniture store, totaling $1827.62. The sofas were not in stock so they were ordered. They were delivered to us on August 25. The delivery men carried the sofas into the house and did not check the sofas working status but left immediately. We tested the sofas after they left and discovered that both sofas were damaged and did not recline/function as they should. The recliners are separated and recline slanted/backwards without leaning back. (photo attached) They also rock back and forth without sitting in them. They are very poorly constructed. We called the Ashley store 10 minutes after delivery and reported the damaged goods to the sales rep ************************ We were told that nothing could be done and no one could come and examine the sofas until September 14. We then came to the store on Saturday, August 27 and demanded to talk to the store manager. No one would help us or talk to us about the problem. We have called 8 times to talk to the store manager, finally getting her, ********, today, Sept 2. We explained the situation to her on the phone but she put us on hold for 30 minutes and never returned to the phone. We called again, were put on hold again for 30 minutes and never answered back. This is the worst service ever received by a so-called national furniture maker. They do not want to discuss taking the sofa recliners back. We have to wait for 2 more weeks for a representative to even look at the goods. In the meantime, the recliners are disfunctional and very poorly constructed. We desire a complete refund, not repair!

  

  Business Response

  Date: 09/11/2022

  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. A return has been entered for the reclining sofas. We are waiting for it to process to be able to schedule pickup.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

  Customer Answer

  Date: 09/11/2022

  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.
  

  Ashley has not contacted me regarding returning the sofas. I have been told they do not return furniture for a refund. There is no customer satisfaction. They have offered to repair the furniture only.  They sent a repairman to look at the broken sofas.  He worked on one of the sofas last week and it has been repaired temporarily.  The furniture has been poorly constructed and it remains to be seen if it will stay repaired.  The other sofa is permanently broken and unrepairable.  Supposedly, they have ordered repair parts and the repairman is supposed to come out sometime in the next month to reconstruct the sofa.  Who knows when?  
  [Please type your response here.]
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/19/2022

  Thank you for contacting Ashley Furniture Industries,Inc. 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 Industries, Inc.
  Corporate Office
  AN

  Customer Answer

  Date: 09/19/2022

  [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:08/29/2022

  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.

  1819 E *******

  Transaction was made early of 2022 to buy 2 decorative chairs with a delivery date in June of 2022. That then turned into a delivery date of August 2022 which then turned into September of 2022. Called back the Ashley store in ******* ******* to just cancel the order and refund the money. We were told an email would be sent to choose refund options. That never came. We then contacted the Ashley store in ******* ******* once again and were told the management team would be reaching out to issue the refund, again that never happened. Called back a third time and never received a refund of almost $800 dollars. All we are asking for is our money back. Nothing more.

  

  Business Response

  Date: 09/05/2022

   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 on 09-02-22 a refund was processed back to the original form of payment. Please allow 1-2 billing cycles for the funds to reflect back.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:08/29/2022

  Type:Order 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.

  My wife and I purchased a recliner from Ashley Home Furniture online, in May of 2022. Sales Order #************. Our credit card ending in x5285 was charged upon delivery of the item on July 16, 2022 in the amount of $557.93. We found the recliner to be too small for me because of my height and requested a return. We followed Ashley's return policy and notified them within 72 hours of receipt of the item. A return was approved. We were told that Ashley Home Furniture stores can't help us because the purchase was made online, so we needed to wait for Ashley to send a truck and pick up the recliner for return before our finances would be refunded. We have had pick up confirmations emailed to us for July 23rd, August 6th, and August 19th. Each day, no one showed up to pick up the recliner, and each day we called Ashley to inform them no one ever came to pick up the recliner. We want Ashley to refund our money, regardless if they choose to actually come and pick up the recliner or not.

  

  Business Response

  Date: 09/05/2022

  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 ****************** On 09-05-22 we have processed a refund back to the consumer's original form of payment. Please allow 1-2 billing cycles for the funds to reflect back.
  
  We have attached a screenshot of the refund for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/08/2022

  [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:08/28/2022

  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 the original selection back in January 2022. It came delivered on May 7, 2022 and it was damaged. Then they delivered 2 more sets because those were damaged. Then the leaf fell out of the table onto me when I was just sitting at the table after 2 months. Then they let me purchase another set with a store credit. They have consistently delivered me furniture that is damaged. I work 6 days a week and only have Sundays off. Today I watched the employees take a chair off the truck, inspect it and put it back on the truck and grab a hammer and other tools and then bring it into my house and it was damaged and act like it was nothing.I am tired of this co.pany and there delivery team not caring and acting like it is no big deal that they just have to keep coming. They have been delivering to my home 11 times since May 7.I have attempted to resolve this situation peacefully with the store. However, now I have 2 chairs that I have had for 2 weeks and the veneer is chipping off. It is just me and 2 all 4 declawed cats and the only time I sit on the furniture is if I sewing.Their quality control is unacceptable. ***** management leaves something to be desired. Their customer service is sub par. I wish for this company to eat the cost of this set and refund me my money for all of my inconvenience and for all the gas and time I have had to spend after delivery gone bad, going back to the store This is unacceptable from Ashley furniture. Thank you for addressing my concerns.

  

  Business Response

  Date: 09/06/2022

  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 received an exchange on 9/4/22.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/06/2022

  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 exchanged items that you keep sending me are not up to par. The chairs continue to have slivers of wood on them. They continue to have pieces of exposed wood that the veneer doesn't cover. This is unacceptable quality and you are missing the point that I have had to spend 3 months of my time and my one day off on a week for your furniture. Not to mention all of the time and gas that I used to drive to your store to correct something that you should have taken care of in the first place. I wish to have the money refunded back to me in the amount of $298 for all of my time and gas and effort that I had to place into resolving this matter. Because whenever I contacted your delivery team ****** care about is that they delivered your product, not the quality or the customer service. Your company is not what it used to be and your customer service and delivery teams are very subpar. This matter will not be resolved until you credit me the $298 back and can deliver me furniture that doesn't have any snags or missing pieces of veneer or any aspect of the wood showing where your furniture was joined together just like is on the display floor in your showrooms. 

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

  

  Business Response

  Date: 09/12/2022

  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 consumer has a technician scheduled for 9/24/22.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/12/2022

  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.]
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 09/12/2022

  I am rejecting this resolution because ALL ASHLEY CARES ABOUT IS THE TECHNICIAN OR THEIR REPLACEMENT ITEMS. They care nothing about the fact that after 4 months they still can't get it right. I will not be satisfied until I am refunded $290 for all of my INCONVENIENCE AND FRUSTRATION. THERE DELIVERY DEPARTMENT DOESN'T CARE, NEITHER DOES THEIR VIP SERVICE. It is known as CUSTOMER SERVICE AND ******************** HAS NONE OF THAT. I WILL NOT BE SATISFIED UNTIL I HAVE A REFUND OF $290 FROM ASHLEY. 

  So if Ashley takes this very seriously then they can refund me $290. Only then will this matter be resolved. 

  

  Business Response

  Date: 09/20/2022

  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 not be able to approve the consumers request for a $290 refund as that would be the amount of all the chairs. The store will be able to offer the consumer $135 compensation for their experience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/20/2022

  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.
  
  [I spent 6 hours at $35 an hour plus ***** of my gas and time trying to resolve this matter between YOUR GLENDALE STORE and AVONDALE store. I understand I am getting the chairs for free, but I have only one day off a week and I have had to give up how many months of my time over a dining room table and 4  chairs.  All you care about is the commission and sales that your staff receives. You don't care about customer service. I will settle for $175 refund for all of my inconvenience. That is still less than the $290 you cost me for my time and gas. I am sick and tired of Ashley sweeping this under the carpeting. All I want is to be compensated for my GAS AND TIME DRIVING ALL OVER ON MY ONE DAY OFF TO RESOLVE SOMETHING THAT YOUR COMPANY SHOULD HAVE GOTTEN RIGHT THE FIRST TIME. I WILL SETTLE FOR $175 COMPENSATION. ]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/26/2022

  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 store advised that they will only be able to offer $135 compensation; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 09/26/2022

  [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.  I STILL WILL NEVER SHOP AT YOUR STORE AGAIN. The quality of your PRODUCT IS PATHETIC. YOU DON'T CARE ABOUT THE CUSTOMER, ONLY YOUR COMMISSIONS. I AM DONE SHOPPING OR PURCHASING ANYTHING THAT SAYS ASHLEY ON IT AGAIN. THIS SHOULD HAVE NEVER TAKEN 4 MONTHS OF MY TIME!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  Regards,
  
  ***********************