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 has 34 locations, listed below.

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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

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

  
• 

  Southwestern Furniture of Wisconsin, LLC

  13177 S 135 W Draper, UT 84020-8439

  

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:04/30/2025

  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.

  In January of this year my husband and I spent $6,000 on furniture at Ashley. Three items were not able to be delivered as they were out of stock: a table and two stools. However, these items were charged to our Synchrony credit card along with the 2% interest. Despite talking to THREE different people at this location our money has STILL not been refunded. We would like the full amount of the furniture along with the 2% interest refunded immediately.

  

  Business Response

  Date: 05/20/2025

  Thank you for reaching out to Ashley Furniture **************** We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ***************************************************************************** Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:04/23/2025

  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.

  I purchased and paid for a couch from the business on 04/05/25. The delivery date was set for 04/23/25. A couple days before the delivery date I received an email asking me to confirm. I confirmed and received confirmation and a reminder notice. The delivery window was scheduled for between 11am - 3pm. At 2:30pm I called to find out if the delivery was running late. I was informed the delivery date was rescheduled for next Wednesday as they don't have the item in the warehouse, which is opposite of what information I received saying I can't change or cancel. I told the representative I am not waiting another week and to cancel my order. She told me it will take 72 hours to submit the cancelation, and the refund could take 3 - 7 days. I called the store and talked to the manager who told me it will take two weeks to receive a refund. This is unacceptable as I paid the day, 04/05/25, I ordered the couch. Not two weeks after I bought the couch. Keeping my money for two more weeks for a couch I don't have and paid for on 04/05/25 is unprofessional and unethical.

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the consumer was refunded for the canceled item. I am so sorry for the constant back order dates.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 05/02/2025

  [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:04/17/2025

  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 was told that delivery would be between 3-4 PM on 4-16-25. At 7:09 our furniture shows up and immediately told they have no paperwork, dont know my name or what they are delivering (have ring doorbell video footage of this convo) They put the couch together and notice a bent bracket so the head part cant attach to the seat part. They ask for tools to try and bend it back. They spent 30 minutes banging with MY tools on it and determine it cant be fixed. They call the supervisor and take a bunch of photos and I was presented with two options. 1. They send someone out the next day (4/17) to fix the bracket or we wait a few days and they will order a new couch for delivery. I chose option 1 after clarifying they would fix it the next day. On 4/17 at 10:30 I receive a call from Ashley wanting to know how delivery went. I explained the situation and they had NO idea what I was talking about. They state after I take photos and email them they will schedule a tech to come out but it wont be for a few days. I relayed the conversation I had with the supervisor the night before and they are stating that they had no notes on it. They said the complaint was just then filed no one from the company filed it the night before like they said they would. I asked to speak with a supervisor and no one will call me back. I called the Ashley Store in ******** and they said a manager would call back but no one has called. I never signed any paperwork accepting this and Im afraid they are trying to run out the clock on getting this returned or replaced. I received a delivery receipt email (attached) stating the bracket is bent but they are saying they have no notes on it. I cant even get anyone to respond to fix this issue. I keep hearing someone will call me back but no one will.

  

  Business Response

  Date: 05/05/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the item was replaced on 4/26/2025 we are sorry for any inconvenience that was caused.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/05/2025

  [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:04/16/2025

  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 furniture from this location on 2/2/25. It is 4/10/25 today and we are still missing half of our order. We were told the turnaround time was two weeks. So far we have had three deliveries. The first time they did not have the railings to build our bed, they refused to take back the incorrect nightstand, and brought the incorrect mattress and box spring. Second delivery was the railings to complete our bedroom, take back the incorrect nightstand and mattress. Third delivery was one of the two chairs we ordered. Each time it had to be US who reached out to the store to find out about an update. To which we found out that our sales *** was having it shipped to a warehouse in *****. Not to mention our sales *** ordered a full size mattress and box spring for the queen sized bedroom set we bought. We received our bedroom furnitures with chips and scratches. Not to mention that the store manager ******** has not done anything to compensate us for the chips and scratches on the furniture nor the poor timing. I will be reaching out to the better business bureau for resolve seeing as how the company has made no efforts. Damaged furniture for 6k. The dresser that was scratched alone was close to a thousand dollars. Im happy to provide pictures but theyre too big and I do not know how to resize them to send them though this portal.

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to Ashley Furniture **************** We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ***************************************************************************** Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture ******************************** **

• Initial Complaint

  Date:04/11/2025

  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.

  In Dec. 2022 we purchased a L shaped sofa, foot rest and recliner. Material on 3 of the seating surfaces is cracking in 3 of the seats cushions. Also purchased the extended 5 year warranty. Was told this cover any issues occurring short of a dog eating the couch. Filed a claim 4 months ago and was told it would not be covered because the were not notified within 10 days of the first occourance. None of this was would was explained to us. Now I have a couch that continues to split even though it is not used.

  

  Business Response

  Date: 04/15/2025

  Thank you for reaching out to Ashley Furniture **************** We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ***************************************************************************** Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:04/04/2025

  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 mattress in January of 2025. In early February the mattress started having issues with the pillow top. I addressed this issue on February ******* with the store manager that day. I was informed that someone would call me within 72 business hours to schedule an appointment for their technicians to take a look at the mattress. No one every called or contacted me. I disputed the charge with my credit card company, then shortly after, someone from Ashley's finally reached out to me on March 25, 2025. They asked to see the bed on April 4th, tomorrow, but I will not be here. So now I can't have it looked at for another two weeks. Meanwhile, I am sleeping on a gel/foam mattress topper on the floor. I have already explained to them that the bed is killing my back because the topper is flattening out. This should not be happening on a new bed. You can see from the picture that the bed is already sagging.

  

  Business Response

  Date: 04/03/2025

  Dear Team,

  
  Thank you for bringing this matter to our attention. Unfortunately, we do not cover the ******* region. As such, we kindly recommend forwarding this complaint to the appropriate department for further assistance.

  
  Warm regards,

  

  Business Response

  Date: 04/08/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a service technician is scheduled to inspect the Queen ******** today. The consumer is working with the dispute department regarding this matter.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/09/2025

  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 technician was sent out to check out my mattress and I was told, on the spot that my mattress was indeed defective.  I then received an emailing telling me the same thing - see attached.  Then received a phone message this morning saying that it was not approved for an exchange.  Regardless, I purchased the mattress in January, went into the store on February 20, 2025 and voiced my complaint about the mattress topper flattening out.  The manager told me that someone would call me within 72 hours to schedule an appointment to test the mattress.  This phone call never happened.  This was confirmed in an email that was sent to me as well. They only recently reached out to me because I had contacted my credit card company to put a hold on the funds.  I'm assuming they now changed their mind because I had filed a complaint.  This complaint was filed before they took any action.  I would like to resolve this and get another mattress ASAP because I am unable to sleep on the current mattress which cost me $2,700.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns,the consumer filed a chargeback againt Ashley's furniture and is working with a member in the dispute department regarding this matter. 
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 04/09/2025

  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 mattress was disputed with my credit card company because of the company's lack of follow through back in February.  The only way I was able to get the attention of someone at the company was to dispute the charge.  The mattress topper is already wearing down after purchasing the mattress in late January.  This can't be normal. Again, I have an email showing that the mattress topper was defective, then was told that the springs are fine so it's not defective.  However, the mattress topper is what I sleep on, not the springs.  The flattening of the topper is causing major upper and lower back pain. I cannot sleep on it and am losing work hours because of it. It is not supportive the way that it was presented to me and neither is the company.  $2,700 is a lot to spend on something that does not work properly.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 04/15/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns,the consumer filed a chargeback againt Ashley's furniture and is working with a member in the dispute department regarding this matter. 
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/22/2025

  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.
  
  Upon further discussions with "The Ashley's ************** I had released the funds that were being held by the credit card company.  I was told, again, that the mattress did indeed have a defect and that I could pick another mattress. I went into the store on April 12th and picked out another mattress.  The delivery was scheduled for today.  The delivery personnel showed up today to pick up a mattress and they informed me that they did not have one to deliver.  I have been waiting for 10 days for this delivery.  I called the local Ashley store and was told that they were never given instructions to order a new mattress!! 

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

  

  Business Response

  Date: 05/02/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns,the consumer filed a chargeback againt Ashley's furniture and is working with a member in the dispute department regarding this matter. 
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:04/01/2025

  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 the ********* sectional from Ashley's ******************** location several months ago. A very noticeable slope was present on the left facing arm seat section where the cushion meets the back. We contacted Ashley at the store and had photos to show but we were told that someone would contact us in a few days. After a week or so we went back into Ashley...we were then asked to send photos. (really...why now?). Within a few days we received a call and told a tech would have to come out. He inspected the couch, his solution was a ****** cushion; the structure was good, they would send another cushion. It came in two pieces, the foam and cover, but didn't work...still a big dip. We gave it a couple of weeks as suggested but no difference. We back into Ashley's and spoke to ****. Asked for a store credit, but she needed approval. **** tried everything she could to help us, but the techs were insistent it was a cushion issue and CLOSED the case. **** opened a new case, tried once again to get approval for a replacement arm section but denied again. Keep in mind, we have purchased several bedrooms sets and sofas thru Ashley. We started this process several months ago, to get nowhere. Our patience has run out!! This is NOT the way to treat your customers. We are asking for your help. Thank you.

  

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reviewing this matter and reaching out to the consumer to discuss this matter. 
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 04/17/2025

  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.
  
  Consumer states they have not heard from anyone as of yet. 

   
  Regards,
  
  *** ****

  

  Business Response

  Date: 04/23/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are waiting for the consumer to provide the serial numbers to further assist with this matter.
  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  Date:04/01/2025

  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 September 4th 2022 I purchased a couch with a 5 year protection plan from the Ashley Homestore located at *****************************************************************************. Despite repeated calls to both Ashley homestore as well as the company they claim operates the extended warranty I have gotten no resolution. The extended warranty company (GBS by Protectall) says that Ashley Homestore never opened the warranty account with them after my purchase and therefore they can't help me. Ashley Homestore says that it is past the 1 year mark so they can't help me. Every time I try to call I just get transferred back to the other company (Ashley to Protectall or Protectall to Ashley). I have been trying to get this matter resolved for WEEKS and they keep changing their story. They say they will call me in 2-7 hours. Then when I call back the next day they say that they ACTUALLY said ***** hours but now that I've called back they are saying it will actually be ***** from NOW rather than when they originally said that.

  

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, based on the damages on the sofa we will be reaching out to the ****************** for further evaluation and will be reaching back out to the consumer.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/17/2025

  
  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. 

  It is very much a compromise though. They did fix the couch which was the primary concern and the repair techs they sent did a beautiful job. However despite my DIRECTLY stating that it HAD to be a morning Ashley Homestore sent  the technicians at 3pm. Luckily I had people visiting who were able to help but otherwise I would have been unable to work with them. This continues to show a blatant disregard for the customer. In addition they acknowledged fault of not submitting my purchase for the extended warranty. They are refunding the cost of the warranty and say that they will simply extend the inhouse warenty but I do have trouble believing this to be true based on their previous actions.

  I am closing this matter for now as a tentatively successful resolution because the couch was fixed but I expect future disputes over this matter. 

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

  
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mattress during Ashley Furnitures Stores Presidents Day sale around February 22nd. The customer service and delivery of the mattress was appropriate. After sleeping on the mattress for less than a week, I noticed that the mattress sagged and was extremely soft in the inner portion of the mattress. The inner portion of the mattress was not as secure/solid as the outer portion.****** has refused to resolve the problem with their defected mattress, after I've made several attempts do so.

  

  Business Response

  Date: 04/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will contact the consumer directly to work towards a resolution.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:03/27/2025

  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.

  Purchased on Feb 1, in store. The promised delivery date was Feb 22. Only partially delivered. The sectional was supposed to be delivered on Feb 22, delayed multiple times with no communication till March 25. On March 25, the order was incomplete. I refused the delivery because it is not practical to wait for so long for a couch. Case number: ******** I'd like a full refund for the undelivered items.

  

  Business Response

  Date: 04/08/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the remaining items were delivered to the consumers residence on 4/05/2025.
  Regards, Ashley Furniture **************** Corporate Office **