Complaints

This profile includes complaints for Ashley Furniture HomeStore Southwestern's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  6233 E Southern Ave Mesa, AZ 85206-3714

  
• 

  Ashley Furniture Homestore

  6425 N Decatur Blvd Las Vegas, NV 89131-2960

  
• 

  Ashley Furniture Homestore

  661 Mall Ring Cir Henderson, NV 89014-6619

  
• 

  Ashley Furniture Homestore

  9200 W Sahara Ave Las Vegas, NV 89117-5749

  

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:07/26/2022

  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.

  We purchased a Queen ******* Sofa from Ashley Furniture on 10/23/2021 and it was on back order but expected to arrive within aprox 60 days. We paid in cash the amount of ****** which included the Sofa *******, Delivery Charges and 5 Year Furniture Protection. After waiting almost 5 months to receive the Sofa ******* without any idea of when it will arrive, we canceled the order with Ashley per their refund policy by calling the **** phone number and confirmed via text. We received confirmation from ***************************** (Office Supervisor) on March 10, 2022 that the refund was requested and confirmed the address for the check to be sent (***** SW Petes Mountaind Rd *********, ** *****). We did not receive a refund check so I went into the store where we purchased the Sofa ******* on April 14, 2022 and spoke to ***************************** directly. She said she would resubmit the request for refund and we should receive it within 30 days. I've sent her several emails after the 30 days have lapsed and she is not responding. I've tried calling Ashley on the phone number they issued and can not get through to a person but they refer me to **************** text message. I've had several text messages with customer service and was told first that the check will be mailed to us, then I was told the check will be emailed to us (?) and the last text message said to go into the store and they will cut me a check. None of which has happened. It's now June 22, 2022 and I want to get refunded my $****** per our agreement with Ashley. They were tracking this with our phone number and order number:Phone - ********** Sales Order # - ********* Please help me get this matter resolved Sincerely *** & *************************** ************

  

  Business Response

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/25/2022

  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.

  I am writing this letter formally complain about Ashleys customer service. I purchased an item on July 19 and it was supposed to be delivered by Friday 22. Since then, I have been calling customer service, and each time they give me a different reason why the item has not been yet shipped. I even reached out to the escalation team and they are not willing to provide more information about when the item will be delivered. The reason, I purchased this item from ****** was because they explicitly stated that the item will be delivered on Friday 22, July. I chose them because I am moving out of the current city and it was really important to me to get the dresser by the time they promised. Even, when I reached out to an agent on Thursday 21, I was told you would still get your item on Friday. Im extremely dissatisfied with the ways my case is being handled. The only thing they so far have done was a $12 discount but not sure how this compensation can make up for the hollow promises they have given me. Since the item has not been delivered on time, they MUST make compensation for each day they are delaying my shipment.

  

  Business Response

  Date: 07/30/2022

  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's Dresser shipped on 07-28-22, and is scheduled to arrive via ***** on Thursday 08-04-22. The tracking number is ************, and we have attached a screen shot of the current tracking information via the ***** website.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/30/2022

  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 never accept such response. They wasted my time for the past weeks by giving me nonsense things. I explicitly told them that I will be leaving the current city in the first week of Aug but what they did? They just sent the item out. When? August 4, that will be Thursday which I will not be home!!!! They promised to send the item by July 22 NOT Aug 4!! I need compensation for each delayed day they are committing. If they cannot provide me with more compensation, I will send back their item and get a lawyer to help me take action legal. They told me the item is in ****** Wearhouse but not checking the tracking, it is shipped from MN. Lies after lies!
  
  Regards,
  
  Seyvan Nouri

  

  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 ****************** The consumer's Dresser shipped on 07-28-22, and was delivered on 08-03-22. The tracking number is ************, and we have attached a screen shot of the tracking information via the ***** website.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/25/2022

  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 ordered bedroom furniture from Ashley Furniture in ******* on 7/7/2022. It arrived badly damaged. They scheduled a repair person but I was not happy with that as I believe the furniture is beyond repair, and any repair would be a temporary band-aid. A replacement would take a month. This is bedroom furniture for daughter. It was impossible to get ahold of anyone. I asked three separate times to speak to manager and store refused. I went in-person to the store and the manager told me he was busy and that's why he couldn't call me back. He had a day and half from when I first requested to going into the store. During the meantime I tried calling the 800 number and corporate many times. Was given the runaround, transferred incorrectly multiple times, and "disconnected" on multiple times after 30 minute hold times. At the store when I spoke to the manager I requested a refund. They said only customer service can approve a refund ********************* was delivered on 7/24/22, I made contact attempts same day), and refund may not even be approved because they want to "fix it" first. They put in request and said someone would call me soon. Never got call. Called customer service, was given runaround again, then finally told a decision on whether not to refund me would be made in ***** hours. I was originally told I had a 72 hour return window from date of delivery. I have spent 8 hours on phone past day and half dealing with this, not to mention taking time off work to go into store to speak to manager since he avoided my phone calls. Can you please help me to get Ashley to expedite my refund and pick-up the damaged furniture so I can move on from this nightmare and get proper and safe bedroom furniture for my daughter? I have a timeline of all my calls and attempts if it will make it easier. In addition to the damaged furniture, the customer service has been horrible. Nobody seems to want to help me. Thank you so much for your consideration.

  

  Business Response

  Date: 08/03/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. The consumer had the merchandise picked up on 7/30/2022 and will be going into the store to get the refund issued back to their card.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/21/2022, I purchased two pieces of furniture from Ashley Furniture, with the confirmation the furniture was in stock and would be delivered 6/10. After not showing up with the furniture at on at least 3 pre-scheduled occasions (zero communication and no confirmation of future delivery), I cancelled the order on 6/20 with customer service (close case #*****************. I called customer service on 7/15 to inquire as to why the money ($2,945.73) had not been refunded back to my card. An Ashley representative confirmed they had sent the cancellation request to the Lynnwood Ashley store on 6/20 and that the store's normal process was to call the customer (me) to offer a discount instead of actually cancelling the order, as requested. I never received a call and the order was not cancelled. I then called the store directly and demanded the order be cancelled and the money refunded. The manager stated that a refund would take 3-7 business days (I reminded him that I had cancelled the order on 6/20 and the money should have been refunded then by 7/15). The manager then promised that my card would be credited within two days. It's 7/22, and I haven't received a cancellation email or been credited the cost of the furniture. At this point, I consider this theft of $2,945.73 by the Ashley Furniture Lynnwood store and would appreciate any assistance in resolving this issue.

  

  Business Response

  Date: 07/28/2022

  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 the Office Manager processed a refund on 07-15-22 and texted a copy of the refund receipt to the consumer, and has sent follow up texts to confirm this was the correct amount. They haven't received a response from the consumer.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  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.
  

   

  A refund was finally processed on 7/25 (three days after the BBB complaint was submitted) but in an incorrect amount. My credit card was charged $2,945.73 when I purchased the furniture on 5/21/2022 (as demonstrated by the attached receipt). I also confirmed this amount was taken from the card on my statement. The refund received on my credit card was in the amount of $2,837.03, leaving a $108.70 discrepancy. I will not consider this issue resolved until Ashley Furniture refunds the entire amount of the cost of the furniture (they still owe me $108.70). (Attached is a screenshot of my credit card statement showing the discrepant amount returned on 7/25.)

  I never received a text message from Ashley regarding the refund amount. The best number for Ashley to text me at is ************ (which I have provided them numerous times). 
  

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

  

  Business Response

  Date: 07/29/2022

  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 HomeStore Management. On 07-15-2022 we refunded the consumer ****** back to their **** card. Please allow 1-2 billing cycles for the refund to reflect back.
  
  We have attached the refund receipt for the consumer's records.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/29/2022

  [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:07/15/2022

  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.

  On 5/31 i order a firm mattress that was scheduled to deliver on 6/12, then 3 messages later the delivery was extended 2 weeks more each 2 weeks. I went into store and Mgr ordered a replacement that was delivered on 6/30. This is an inflatable mattress. I was instructed by tech to wait 2-3 hours for it to completely inflate. The next morning, I checked and all 4 corners can be squeezed to a sandwich size. I returned to store and next Mgr advised csr to contact an inspector to come to home to evaluate condition of mattress. It is now July 14 and this issue has not been resolved. Each time I call the store, the office is always closed. I have not been able to sleep on this bed to date. I informed both Managers that I want a functional bed or my money back.

  

  Business Response

  Date: 07/16/2022

  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 service visit has been scheduled for 07-21-22. Based on the technicians findings during the visit, we will determine how to further proceed with a resolution.
  
  We have emailed the consumer with this information, it may have gone to spam.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/17/2022

  [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:07/14/2022

  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.

  Bought living room furniture 9-12-21 and still have not received it. It was supposed to take 4 - 6 weeks. We paid for the shipping fees of $289.99 on that day, and the furniture was put on a contract of 0% interest because of good credit, and payments were to be $50 some dollars a month. Since that time, we have had numerous conversations, texts, etc., about why our furniture hasn't been delivered. At about the 9 month waiting period, one conversation was with *********************, who told us that the problem was that since our furniture hadn't been delivered within 90 days, that it was on a "financial hold" and that we now had to refinance because the authorization time had expired. He assured us that the furniture was in stock. At that time, he took our information over the phone so that the refinancing could be again completed. The last conversation we have had with Ashley was on 6-22-22. Talked with ***** and she said they would be delivering our furniture the following day, June 23rd. She said the delivery people would call later on June 22nd or early on the 23rd to schedule the delivery time. We stayed by the phone, nobody called. I texted them on June 24th and relayed the above information. She gave me a phone number to call. I asked that they call me as I didn't have time to wait by the phone for 2 hours (I have been the 200+ caller waiting and 100+ caller waiting at times). She said she wasn't authorized to have someone call me. There is so much more I could write but the bottom line is that we have been waiting almost a year for furniture that was supposed to take 4 - 6 weeks!!!

  

  Business Response

  Date: 07/21/2022

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. The consumer's items are scheduled to arrive into the warehouse at the end of the month. Once the items have arrived in the warehouse, the consumer will be contacted to schedule delivery.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/22/2022

  [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:07/14/2022

  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.

  Bought warranty on furniture on 3/20/21 from Ashley $259.00. They will not honor my warranty and I have asked for a refund of $259.00. I have been going back and forth since May 2022. They told me to call ACCEPTANCE Now for my check. Acceptance now said my account is closed/paid off to deal with Ashley directly. Im getting no where and want my refund issued ASAP.

  

  Business Response

  Date: 07/21/2022

   Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to HomeStore Management. They have advised that they reached out to the consumer and advised that they are working to get the credit processed back to Acceptance Now, and that they will be refunding the consumer directly.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/14/2022

  Type:Customer Service 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.

  ***Document attached /copy of complaint***

  

  Business Response

  Date: 07/16/2022

  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 can offer 3 solutions to get this matter resolved:
  
  1. We can keep the tech visit scheduled, and based off his findings, we can then move forward with either a replacement or a discount on the item.
  
  2. We can offer an even exchange of the item. Basically replacing the item with another one.
  
  3. We can offer a reselection credit, where the consumer can pick out anther item at the HomeStore, but the consumer would be responsible for any overages in cost. Once the consumer makes their selection, the HomeStore would coordinate the pickup and delivery of the items.
  
  We have sent the consumer an email with these options, and we are waiting on how the consumer would like to proceed.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

  Customer Answer

  Date: 07/25/2022

  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 consumer would like option 3. She does not have email, or a computer. How does she proceed from here? Can someone reach out to her by phone? Her number is ************.

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

  

  Business Response

  Date: 07/26/2022

  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. A reselection credit has been entered for the sofa. To use it, the consumer needs to go to their local HomeStore to select new items. The store will coordinate pick-up and delivery.
  
  We have reached out to the consumer via telephone call and advised them of the procedure and gave the consumer their credit memo number 62494510.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  JD

• Initial Complaint

  Date:07/13/2022

  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 BEDFRAME IN JUNE 2022, I HAD IT DELIVERED. THEY TRIED TO DELIVER BROKEN ***** AND THEY WERE REFUSED, THEY TOOK BACK PART OF BROKEN FRAME AND LEFT REST IN MY BEDROOM. IT TOOK ME 4 DAYS TO GET AHOLD OF SOMEONE TO FIND OUT WHAT WAS GOING ON WITH MY *****. AFTER TIRELESSLY TRYING TO GET AHOLD OF SOMEONE THEY REACHED OUT TO ME, AFTER THEY REALIZED I CANCELLED THE TRANSACTION ON CREDIT CARD. I STARTED A CONVERSATION ABOUT I WANT MY MONEY BACK FOR THE PURCHASE AND I WANT THE REST OF THE STUFF OUT OF MY HOUSE. THEY FINALLY SHOWED UP ON JULY 8TH AND REMOVED THE REMAINING PIECES OF BEDFRAME I WANTED RETURNED. I WAS TOLD BY ASHLEY CUSTOMER SERVICE "WHEN THE ***** ARE PICKED UP BY YOUR ASHLEYS FURNITURE WILL THEN ACCEPT THE CHARGEBACK AND THE CREDIT WILL TURN PERMANENT". YES IT IS WORDED FUNNY BUT IT IS AS STATED BY THEM IN *****( I HAVE COPIES). I DISCUSS THE AMOUNT THAT NEEDS TO BE REFUNDED AND WHEN THEY ARE GOING TO PICK UP WITH CUSTOMER SERVICE.SO THE ***** ARE PICKED UP 7/8/22 AND ALL OF A SUDDEN THE ***** THREAD I HAD GOING WITH ASHLEY CUSTOMER SERVICE NO LONGER ACCEPTS *****S DUE TO BEING FULL???!!?? I CANT GET AHOLD OF ANYONE, THEY HAVE THE PRODUCT BUT I DO NOT HAVE MY MONEY BACK AND NO CORRESPONDENCE WITH THEM THIS WEEK AT ALL. I FILED THIS COMPLAINT OVER A WEEK AGO AND WHEN THEY REPONDED AND SAID WE WILL RETURN THE MONEY ONCE IT IS PICKED UP I ACCEPTED THE AGREEMENT, BUT NOW SINCE THEY HAVE THE STUFF AND WILL NOT ANSWER I WANT TO GO AHEAD AND FILE THIS COMPLAINT, 900 IN THE PAST 3 YEARS ON ASHLEY FURNITURE.... JUST ADD ANOTHER.I WANT MY MONEY BACK, IF I HAVE TO GO TO STORE AND CALL POLICE I WILL.THESE PEOPLE ARE CROOKS AND THEY GET AWAY WITH IT BUT NOT WITH ME, I WILL MAKE THEIR COMPANY A LIVING NIGHTMARE IF I DO NOT HAVE RESOLVE BY END OF DAY ON FRIDAY 7/15/22.

  

  Business Response

  Date: 07/23/2022

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

• Initial Complaint

  Date:07/13/2022

  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.

  My husband and I went into Ashley Furniture in early March of 2022 looking to buy a whole new bedroom set. We told the salesman we were only interested in items that were in stock as we were moving into our new house that month and wanted to get rid of our old hodgepodge furniture rather than move it just to replace it. He told us all items were back ordered but assured use he could get us a bed that week, and everything else would be delivered within **** weeks. We decided to purchase a whole bedroom set, expecting delivery at worst in 12 weeks. They delivered us a mattress that week but the bed frame, nightstands and dresser still havent been delivered 4 months later. We called after 12 weeks came and went and were told they were only waiting on 1 item and would delivery within a week (by mid-June). That came and went with no update, we reached out and got hung up on by their hold system several times before getting through to someone via chat. They said only 1 item was in stock and they were waiting on the rest! But they would have them by July 4th. We talked to the store we purchased from and they disagreed with what was in stock, and scheduled us for delivery on the 7th. We then received a call stating they were missing 1 piece but could deliver the rest on July 10th. I couldnt be available for that day and they rescheduled for the 12th. I confirmed delivery, but when I contacted them to find out when to expect them on the 12th, they said my delivery wasnt until the 17th. I had not been informed. But they also still wont have everything. Even though they keep promising me partial delivery they cancel without notice because they are waiting on one item. They make me sit on hold for over an hour to try and reach someone to discuss delivery, at which point they hang up. I have had delivery scheduled half a dozen times now and it keeps getting canceled. I have waited over 4 months and it is paid in full. I just want them to deliver the items they have.

  

  Business Response

  Date: 07/20/2022

  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 were advised that the consumers remaining items were canceled on 7/12/2022
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB