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

  6910 W Bell Rd Ste B Glendale, AZ 85308-8461

  
• 

  Ashley Furniture HomeStore Southwestern

  6233 E Southern Ave Mesa, AZ 85206-3714

  
• 

  Ashley Furniture Homestore

  9200 W Sahara Ave Las Vegas, NV 89117-5749

  
• 

  Southwestern Furniture of Wisconsin, LLC

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

  

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:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***room set in July of last year. I was told several times that the queen *** was going to be ready to be delivered, but the short version, is they were not able to deliver on the ***room set that I purchased. I had received the dresser and nightstands. After 1 year, I worked with Ashley to get the full set returned and my refund. The ***room set was picked up on 7/24 and I have yet to see my refund and I cannot get anyone to talk with me from the store.

  

  Business Response

  Date: 08/06/2022

  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 HomeStore Management. On 08-05-22 we issued a refund back to the 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
  
  

• Initial Complaint

  Date:08/04/2022

  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 visited the store and got a quote on a couch. I contacted the store to follow through with the transaction on or around 3/13/22 with ***********************. I was assured that delivery would be within 12 weeks. I have been put on the schedule for delivery probably 5 different times and they have canceled delivery without notification. It has been nearly 5 months and still no delivery. I have spoken with numerous people at Ashley furniture and all they tell me is that part of the order isn't in and I'm put on the schedule for the following month. Most recently I was contacted by phone on August 1st by someone who said they wanted to confirm delivery info. I asked them if everything was in and was actually going to be delivered. I was assured it was and would be delivered on August 4rth. I called today (August 4th) to confirm the delivery time and was told it wasn't being delivered today. I have taken time away from work etc. several times with no delivery and no call of a canceled delivery. This is absolutely outrageous and feel some sort of compensation should be made. Let alone the delivery of the furniture and extended warranty I paid for in full nearly 5 months ago.

  

  Business Response

  Date: 08/08/2022

  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. Delivery is currently scheduled for 08-11-22. The consumer will be contacted within 48 hours of the date to confirm the delivery time frame. Once the items have been delivered, we can offer a $200 discount due to the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:08/03/2022

  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.

  Purchased furniture Oct 31, 2021. Delivery was supposed to be ******** It kept getting pushed back, even canceled once, then finally some delivered mid-April (the rest was delivered much later).Noticed several weeks (less than a month) later that armrest of a chair lacked correct cushioning. Two technicians were sent. First modified but didnt fix, and didnt care. Second did a better job but couldnt make it symmetric to other armrest, and now it is lumpy. Second technician said someone from the company would contact me. I have not heard from anyone, and have had to reach out to Ashley 4-5 times, each person telling me Id be called within ***** hours.I was on the phone three times today to speak with anyone from the company. The first two times, I was hung up on. The last time I was on hold to speak with a supervisor, and hung up on. It is as if they do not want to even speak to **** want a new chair and/or a refund. I was delivered a non-quality chair, and I am having difficulty even talking to someone from the company to get a resolution.Total amount to business: $7821.78 Chair: $450 without tax Sales order # *********

  Customer Answer

  Date: 08/01/2022

  ***************************************************************************************************

  

  Business Response

  Date: 08/12/2022

  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 consumer has a technician scheduled to assess the item on 8/12/22.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/14/2022

  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.
  
  No technician came, and no technician called to confirm or cancel any appointment, for 8-12-2022.

  I am speaking with Ashley customer service right now *********** and she said no such appointment was scheduled.

  I am tired of wasting my time waiting for Ashley technicians and also calling and texting with Ashley customer support. This is the worst customer care ever.

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

  

  Business Response

  Date: 08/17/2022

  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 apologize that the technician did not arrive on 8/12/22. We reached out to the consumer via email informing that a technician is scheduled for 9/3/22; it may have gone to spam.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:08/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 9th I placed an order over the phone for furniture in AZ. We bought a house and will be moving there. I was told the furniture would be delivered on a specific date in June when we were going to be in town. We arrived and no one showed for the original delivery so I drove to the store and had to speak with a manager to get some of the furniture specifically a couch and one bed partial delivery and at that time was told that everything would be in by the end of June I told them I needed specific dates for delivery as we don't live in AZ yet. That was not a problem and was told August 16th would be my delivery date. Today I call to check on delivery and I am told that the items never came in at the end of June no communication nothing and that they won't be here until October. This is not acceptable they have received payment I have not received the goods in an acceptable amount of time. I would like for them to pick up the dresser that matches the bed that is on back order and would like a full refund for the dresser, bed, and mattress that was ordered from them and I will purchase from a different company.

  

  Business Response

  Date: 08/26/2022

  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 consumers order was delivered on 8/23/2022 and pictures in our ************** system show the furniture assembled in the consumers home.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  AN

• Initial Complaint

  Date:08/03/2022

  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.

  ***Document attached***

  

  Business Response

  Date: 08/11/2022

  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 is out of the 1- Year manufacturer warranty; we will not be able to assist.The consumer will need to contact consumer affairs ***************) to purchase parts.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:08/02/2022

  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 ordered a bed on 10/14/2021 with a delivery ETA of 11/26/2021 and a guarantee from store manager with contact info. November rolls around, no communication, no delivery. I go back to store and manager no longer works there. I enter my order information in website to track and there is no record of my order. It is now August, I have no bed and have called these people over 10 times and reach conflicting information each time. I email customer service with a case number that is apparently opened, nothing. I've had schedule dates moves. I paid $1400 in October, I can't dispute with my cc anymore, I don't get any communication and customer service is terrible. This is an ACTUAL scam. I gave a company money and they have no intentions of fulfilling. Read their recent ****** reviews, I've never seen so many one stars. I understand and empathize with supply chain issues but this is egregious and they MUST be held accountable.

  

  Business Response

  Date: 08/11/2022

  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 delivery scheduled for 8/12/2022.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/31/2022

  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.

  Please see the attached document for a description of the problem and the desired resolution.

  

  Business Response

  Date: 08/04/2022

  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 HomeStore management. Delivery is currently scheduled for 08-07-22. The consumer will be contacted within 48 hours of the date to confirm the delivery time frame.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/04/2022

  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 fails to indicate in its response that a delivery was scheduled for today, August 4, between 9am and 12pm.  I received a call from Ashley shortly after 10am indicating that the delivery was cancelled because the dining table at their warehouse was damaged - yet again.

  This is the third damaged dining table in this order, which was paid for in full over six months ago.

  Ashley still owes me a dining table and suitable compensation for failing to meet its obligations three times now over the course of six months.

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

  

  Business Response

  Date: 08/08/2022

   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. Delivery is currently scheduled for 08-14-22. The consumer will be contacted within 48 hours of the date to confirm the delivery time frame. Once the item has been delivered, we will be able to approve a 10% discount on the delayed item.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/08/2022

  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.
  
  Ashley fails to indicate that a delivery was scheduled for yesterday, August 7 (a Sunday), for 12:15pm-3:15pm.  I made arrangements to be home that day, only to get a call from Ashley at about 11am as I remember it.  The Ashley rep on the phone called to tell me my delivery couldn't be scheduled until August 11.  This was after confirming the delivery on the Ashley website the day before (screenshot attached) and getting a text message from Ashley stating that the order was being prepared, which also read that Ashley "can no longer accept delivery date changes".  I also have a screenshot of that text message but the BBB site apparently only accepts one attachment.  I also received an automated phone call the day prior to the scheduled delivery again stating that delivery would be on August 7.

  Ashley FAILED to deliver yet again, the fourth time now for this item which was paid for in full during the first week of February, when I was told some items were back ordered 6-8 weeks.  This is now over six months, and simply incompetent.  Ashley's (apparently at least partially) automated response claiming to take matters such as these seriously clearly just aren't true.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/13/2022

  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. We were advised that the item didn't pass inspection at the warehouse, and the scheduled delivery had to be cancelled. We are currently working with the HomeStore to get the consumer's delivery rescheduled and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/15/2022

  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.
  
  Ashley fails to indicate that this is the 5th - 5th - failure to deliver as scheduled.  ********** now I've made arrangements to be home during a 3-4 hour window, including on Sundays, and five times Ashley has failed to deliver what was paid for in the first week of February.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/22/2022

  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: 08/22/2022

  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.
  
  Ashley failed to deliver again today, on August 22, which is the sixth time - SIXTH TIME - that Ashley couldn't deliver as promised.  I received a phone call this morning which indicated that I would receive delivery between 12:30pm and 3:30pm today, yet nothing was delivered and I wasted yet another day waiting for something that never arrived.  Ashley "customer service" eventually transferred me to a survey asking me to rate the quality of service I received today -are you kidding me?

  This company is simply incompetent.  I paid for this dining table over six months ago and still haven't received what I paid for long ago.  To top it off, the second Ashley "customer service representative" I spoke with today couldn't provide an updated delivery date.

  Beyond incompetent, simply ridiculous.

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

  

  Business Response

  Date: 08/27/2022

  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 HomeStore management. Delivery is currently scheduled for 09-07-22. The consumer will be contacted within 48 hours of the date to confirm the delivery time frame.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The person I'm currently working with on this seems to be taking the matter to heart, and also previously took the initiative to be the point of contact on this unlike anyone else at Ashley.

  However, given the history associated with this order, I'm unwilling to close the matter until I receive the dining table and suitable compensation for the numerous missed deliveries.

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

  

  Business Response

  Date: 09/02/2022

  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 HomeStore management. Delivery is currently scheduled for 09-07-22. The consumer will be contacted within 48 hours of the date to confirm the delivery time frame.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/07/2022

  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.
  
  The table was delivered today but I'm waiting for the compensation that Ashley promised me.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/12/2022

  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 with the refund and apologize for the delay.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 09/13/2022

  [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:07/30/2022

  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.

  Furnished my entire ****** house w/Ashley Furniture a few years ago, including a cloth sectional. I fell in love with the sectional but I have always had leather so I was extremely hesitant to purchase cloth. The salesperson convinced me I should go with what I love and assured me their warranty company, Protectall, would repair or replace the sectional if anything happened. I have now been trying for over a year to get a replacement cushion using the Protectall warranty. First, they stated they had no record of my having purchased the sectional as part of the warranty. Went to Ashley and got an itemized invoice and sent it to them. They then took months to get someone out to assess the sectional. It then took weeks for them to reply that the sectional would need a replacement cushion and that it had been approved and I could expect to receive it in 4-6 weeks. That was 4 months ago. Every time I reach out to Protectall regarding the replacement cushion, they state that they are experiencing delays. I contacted the Ashley store where I purchased my entire house of furniture and the representative stated they have been getting a lot of complaints about Protectall and that they're not responsive. I am hesitant to shop at Ashley ever again after this experience. I went with Protectall because it is a warranty company they highly recommended and sold me and now I am stuck with a sofa with a damaged cushion that I had planned to sell or donate prior to relocating. The movers are coming in 4 days....

  

  Business Response

  Date: 08/08/2022

  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 part was shipped out in January; they reached out to the consumer and left a voicemail.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/08/2022

  Hello,

   

  I can provide copies of the MANY emails back and forth between Protectall warranty company and myself. The claim was not even approved until March of 2022 when Protectall sent a furniture company to assess the sectional to determine if the cushion could be repaired or if it would need to be replaced. The furniture company determined it would need to be replaced. Following the visit by the furniture company, I received an email from Protectall stating the replacement had been approved and that I would receive a new cushion within 4- 6 weeks. My most recent communication from Protectall regarding the replacement piece was July 19, 2022. I have copied and pasted their response to my request for an update for the replacement piece here:

   

  Re: Claim # ******
  
  Good afternoon
  
  We are very sorry regarding this delay you are experiencing with your claim. We are working closely with the manufacturer and we have submitted all the information needed to process your claim. As you are aware, the furniture industry is a very fast-pace industry and in some cases there are shortages of parts. This is one of the reasons we work closely with manufacturers to ensure top priority when it comes to our customer's order.

  
  We appreciate your patience and understanding as we work diligently to fix your sectional Sofa Thank you for the trust you have deposited in us
  
  Sincerely,
  
  Customer Care Team.
  
  
  
  My Protectall Support Team 
  ProtectALL by GBS Enterprises
  ************************  

   

  To date, I have never received a replacement piece. Instead, I have received repeated responses to my emails requesting update that are very similar to the email I have copied/pasted above. 

   

  *****

   

   

   

   

  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,
  
  *************************

  

  Business Response

  Date: 08/13/2022

  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 extended warranty reordered the seat casing and provided the information to the consumer.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  

  Customer Answer

  Date: 08/16/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

   

  The reason for this complaint is that a claim was filed with the warranty company, Protectall, that was recommended by Ashley and purchased directly through them. The claim was made OVER A YEAR AGO. I have jumped through hoop after hoop attempting to get the replacement cushion for the sectional sofa purchased through Ashley from their warranty partner, to no avail.

   

  Protectall finally approved the replacement cushion in March, months and months after the claim was filed. Since the replacement piece was approved, I have checked in with Protectall frequently and often for a status update, as they do not communicate status if not requested. Protectall has repeatedly thanked me for my patience and advised that due to COVD they are experiencing delays. Each time I have checked for a status update since March of 2022, I have been advised by Protectall to please expect the replacement piece in 4-6 weeks. I have been waiting since March and their response has been the same each time I check in. Since filling this report, Protectall is now claiming they sent the replacement cushion in January of 2022; however, again, the warranty claim was not approved until March of 2022 and I have yet to receive the replacement piece.

   

  I have made many purchases with Ashley Furniture through the years, in fact, this sectional was one piece of furniture I purchased through Ashley at the time I purchased an entire house full of furniture for my ********* home. After Ashley highly recommending and selling me on Protectall and being completely unresponsive in attempting to assist me in getting their warranty partner to honor their warranty, disappointed is not even the word for it. 

• Initial Complaint

  Date:07/30/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************

  Bought a furniture set under the condition that i qualify for gas/credit card voucher. Paid in full on day of purchase and they provided a sheet (i still have in my possession) that the card would be issued within 3 weeks of delivery. i took delivery for the full furniture set on 5.31.22. It is now 7.29.22 and i have called multiple times and even stopped by the store on ********* (where i bought) and nobody can tell me where my voucher is other than keep waiting. we are 5 weeks overdue and they wont take immediate action to rectify. I have been told we only have 1 person handling all of these requests at ashleyrewards.biz. But they guaranteed me within 3 weeks, just like their ad flyer says that they gave me. Order #********** CustomerID: RYONALE.

  

  Business Response

  Date: 08/10/2022

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

• Initial Complaint

  Date:07/27/2022

  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 our sectional from Ashley in 11/2019, along with a $499 5 year furniture protection plan. The main concern is that a company came out and reported that our wood frame was broken on the two end pieces of our sectional and it was replaced via the protection plan Here we are less than one year later and the product has the absolute same issues. The product squeaks loudly every time you sit, stand, or slightly adjust. We spent $7,079 on our furniture the day of purchase and do not feel as though we have a working piece of furniture. All we are asking is that the sectional be swapped out with a new one that has been completely inspected.

  

  Business Response

  Date: 07/28/2022

  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 the Extended Warranty. We were advised that the consumer has not made any recent claims. The consumer will need to reach out to GBS ***************).
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 07/28/2022

  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.
  
  Thats correct, I can only make one claim on these, and the replacements are still damaged wish leaves me no option with protection program. These pieces are clearly defective in the exact same structural areas. To reiterate, you are only allowed one claim and then you are out of ********** of 2021 these pieces were swapped out leaving me know resolution. 
  
  Regards,
  
  ************************

  

  Business Response

  Date: 08/02/2022

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

  Customer Answer

  Date: 08/05/2022

  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 

  This does not offer resolution. Still seeking replacement of the full sectional.

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

  

  Business Response

  Date: 08/13/2022

  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 extended warranty; Service or replacement is limited to the damaged Furniture only and the Plan does not transfer to Furniture replaced under this Plan. The consumer is out of the 1-Year manufacturer warranty; we will not be able to assist.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer Answer

  Date: 08/15/2022

  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 
  
  The reason for this request is due to the fur figure being defected not damaged by person, damaged by engineering. The exact same areas are damaged which is concerning. Look tag the pictures submitted by the restoration crew that came out previously. Regards,
  
  ************************

  

  Business Response

  Date: 08/17/2022

  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. The consumer is out of the 1-Year manufacturer warranty and does not have the extended warranty on the replaced items; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB