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:03/26/2025

  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 2/8/25 we purchased a new mattress and adjustable base. It was delivered on 2/18/25. approx 6 days later the base started not working, making a jerking action when trying to use it and wont lay flat and one of the upper corners is lower than the other corner.

  i called the store and they set up a service call. first they sent out the same two del drivers who set it up and they said there was a part missing. the day of the service call I called to find out what time because I had heard from no one only to be told they cancel it and I had to call the warranty number. when I called the warranty # the person who answered said he would not be sending anyone out but he could order parts and send them to me, and asked me for the model #.

  I said I would get back to him. I went back into the store and told them I need help that I couldnt fix my own bed and and they told me there was nothing that they could do, it had to go thru the warranty ***** call this # and ask for escalations. when I got back home I called that # and told the person I needed escalations she said let me help you, I'll set it up for exchange you just need to wait 72 business hours. when no one called I called back and they said you have to wait 24 more hours. when no one called I again called back and they then said call this other number.

  when I call the other # she said we dont service that model #. after many frustrating days we finally received an email that they were going to exchange it. I received text to confirm the delivery on tuesday March 18 which it would be one month old and it never came. I have no idea how to get a working bed because none of them will talk to me anymore, they quite taking my calls. I even tried to get help from the corp office and they wouldnt help either.

  Customer Answer

  Date: 03/21/2025

  Ashley Furniture ***** S *********************

  385 234 466

  The bed was paid for in part and financed in part.

  Customer Answer

  Date: 03/26/2025

  3.26.25 ***** called - she said she financed part of the purchase through ***************  She is not seeking a refund. She wants an exchange of the bed. 

  

  Business Response

  Date: 04/07/2025

  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 adjustable base was replaced by Ashley's furniture on 3/27/2025.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/08/2025

  Hello, I'm so sorry this hasn't been clear to everyone. It was not a credit issue. The issue was with the store.  They finally exchanged the unit. So everything is fine. It's just super unfortunate that there is nothing or no organization to hold store accountable for there product to do the right thing.

  As working as an insurance adjuster for many years I know how the system works and I got nowhere with this store. I will never shop at Ashley Furniture again

  Thank you 

  ***** Greenberg 

  23089558

  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:03/20/2025

  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 received the incorrect items and have contacted Ashley for support and they said they would return to pick up the items and replace them with the correct ones and they haven't arrived 2 days after of the date they promised they would. I called and called and now they refuse to answer my calls. It's been nearly a full month and just want the items I paid for or a refund for the items.

  

  Business Response

  Date: 04/02/2025

  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, a specialist will be reaching out to this claim to discuss this matter further .
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:03/18/2025

  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 bought a twin bed frame and 8" mattress in store on 2/16/2025 and used a Klarna credit card number to pay. The delivery date was supposed to be two weeks later. On 3/2 I decided to upgrade to a 10 inch mattress and paid with my own credit card an additional $32.78. They said the delivery date would be on 3/13. A few days later they called and said that only the mattress was available and they would not deliver partial orders. My Mother went it to the store, we live in the same home and are both on the Ashley account. She ordered another bed in order to keep the delivery date, one that was in stock supposedly, and paid an additional $31.69 on her own credit card. The day it was supposed to be delivered there was no contact from Ashley and when we called in the late afternoon they said they had called to reschedule, but there was NO PHONE CALL RECEIVED OR MESSAGE FROM THEM. They said it was going to be delivered on the 18th instead. We said fine, though we were very unhappy. Then that night, around midnight I got an email with an orange button to click to confirm delivery on the 18th. I clicked it to confirm. The next day I received several phone calls from Ashley, from a call center in the Phillipines to say that the delivery would be on the 20th!!!! At that point, we said to cancel the order! She could not do that she told us. We then called the Silverdale store and my mother spoke to a Kassim (not sure of spelling) and told him to CANCEL THE ORDER. He assured her he did, yet we received several more phone calls and emails saying to confirm the upcoming delivery on the 20th!! We had been out of town, and I called the store again today and spoke to the manager ***** I think and she said she'd look into it and call before they closed today. at 7PM I called and she had left for the day without calling me back. Klarna was alerted to a $32.78 adjustment to the total, which was not even on the Klarna card and that I still owed $246.48 on top of the previous 2 payments.

  

  Business Response

  Date: 03/31/2025

  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 customer was refunded in the amount of $590.19 on 3/20/2025.
  Regards, Ashley Furniture **************** **************** SR
  
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  After spending $3,500 and waiting two weeks, we finally received them. Now, 1.5 years later, we have a problem: the material easily peels and flakes off. Several phone calls and emails later, we discovered we were out of luck as the warranty had expired. It turns out were not the only ones with these issuesits a common problem, and there has been a class action lawsuit: Case No. 2:16-cv-2911, in the **** District Court for the Central District of **********.

  Customer Answer

  Date: 03/18/2025

  Address: *******************************

  

  Business Response

  Date: 04/07/2025

  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 has reached out to the consumer to offer a leather credit on the item.
  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.
  
  

  Absolutely not, this is unacceptable. Ashley ****************** sold us leather furniture under false pretenses, claiming it was made of 100% real leather. This is not a warranty issue.

  It is akin to purchasing 1 ounce of gold only to discover later that it was merely gold-plated, not genuine as advertised.

  Below is a statement detailing our experience:

  My wife and I visited Ashley Furniture in search of a new leather couch and loveseat. After discussing our needs with the sales representative, he assured us that the quality was exceptional and that the furniture was made of 100% real leather, with the exception of the back, which we were told wouldnt be a concern since it would be positioned against the wall.

  After spending $3,500 and waiting two weeks for delivery, we finally received our furniture. Now, 1.5 years later, we are facing a significant issue: the material is peeling and flaking off. After several phone calls and emails, we learned that we were out of luck because the warranty had expired. It appears we are not alone in facing these problems; it is a widespread issue, and there has been a class action lawsuit: Case No. 2:16-cv-2911, in the **** District Court for the Central District of California.

   

  
  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, a specialist has reached out to the consumer to offer a leather credit on the item which the consumer has refused. Unfortunately, at this time Ashley's furniture is unable to assist further with this matter as the consumer is currently out of warranty. 
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/24/2025

  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.
  
  

  This is not a warranty issue; it is false advertising and, therefore, fraudulent.

      At this point, I will follow up with my attorney to pursue legal action.

  
  

  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:03/18/2025

  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.

  Good evening,In June 2024, I purchased a dresser and bed frame from Ashley Homestore in *****, *******, which were delivered in July 2024. The dresser is a large, dark wood piece with glass doors for three smaller drawers. In October 2024, within 90 days, the top hinge on one door detached and fell, breaking the glass. I followed the proper procedures, sending photos to Ashley on October 22, 2024. I was informed that the parts were ordered and should arrive within 7-10 business days. However, after three months, I had not received the ******** November 2024, I visited the Tempe store to ask about the delay. A customer service representative emailed management, but I received no response. I followed up via email on November 10, but still heard nothing. In December, I tried a different store but encountered the same lack of communication. Finally, in January 2025, a technician was scheduled, and the parts arrived the night before the visit. On January 22, 2025, the technician arrived but found that the parts were incorrect. The technician ordered the correct parts, and on February 7, 2025, he came to install them. However, another part was missing, expected on February 22, 2025, but it didnt ************, February 23, 2025, the hinge broke again. I visited the Tempe store again, only for another email to be sent with no resolution. I paid $2,667.34 for these products, and I am requesting a full refund and for the item to be removed from my home. Despite my repeated attempts to resolve the issue, Ive received no satisfactory response. I have never missed a payment, yet I feel I am paying for an unresolved issue and defective products.I have attempted to upload documentation, but the file size was too large. I am more than willing to email these separately, once I get in contact with a representative.

  

  Business Response

  Date: 03/26/2025

  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,  July 9, 2024: Initial delivery of dresser to your residence October 17, 2024: You contacted our ************* team reporting issues with the door and loose screws October 22, 2024: Replacement door frame and glass were ordered January 22, 2025: *************** appointment scheduled; however, installation could not be completed due to missing components (tempered glass, retainer molding, and two hinges) January 22, 2025: Additional replacement parts were immediately ordered February 12, 2025: Service technician completed installation of replacement parts February 28, 2025: Complete replacement unit delivered following continued issues No further communication was received until the filing of the BBB complaint
  
  
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:03/14/2025

  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 purchased a recliner on 1/13/2025, in a specific blue color from the Ashley store. It was delivered on 1/31/2025 and was actually a grey color, I contacted Ashley via phone letting them know I thought it was the wrong chair because it was grey and not the blue I had ordered. I was told someone would get back to me shortly. Feb 3, I went back to the Ashley store because no one had responded to me and you only have 72 hrs to return an item. I was told at that time that sometimes the manufacturer changes the dye of the fabric on specific items, but they would start a claim for a replacement. At this time they stated they would order another chair and if and when it was delivered if it was not the right color refuse it. They then tried to deliver another chair on Feb 28 and still the same issue so I refused the delivery at that time Ashley was suppose to take the original chair they delivered they just left without taking it. I contacted Ashley again and they stated they would start another claim. They contacted me with a delivery date of mar 11 I waited all day for delivery and they finally responded with a new delivery date of mar 12, I then recieved another email stating delivery of mar 12, I still have not heard from Ashley and would just like them to take the chair and provide me a refund nit store credit. Also the dresser I purchased from them had issues which they did replace but it has such a bad phermaldahide smell that I cannot get rid of thus making it unstable and the odor it is emitting is giving me severe migraines that I am having to leave my window open all the time to cut down on the smell. Ashley stated that phermaldahide is used to treat the wood by the manufacturer and it will go away in time. In the mean time I cannot put anything in the dresser and have had migraines everyday from the odor. There are many more details to this claim unfortunately I am running out of space to submit this information. At this point I just want a refund.

  

  Business Response

  Date: 03/26/2025

  Thank you for contacting Ashley Furniture **************** We value your feedback and want to confirm that we have received your communication regarding this matter.
  We take your concerns seriously and have already initiated the refund process. Our records indicate that the swivel power recliner was successfully removed from your residence on March 18, 2025. Since the original purchase was made in cash, our ****************************** has contacted you via email to verify your name and mailing address to ensure accurate processing of your refund check.
  Please be assured that we are working diligently to complete this process for you and we are awaiting a response. We appreciate your patience and cooperation during this time.
  
  Thank you for allowing us to address this matter SR
  

• Initial Complaint

  Date:03/13/2025

  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.

  My partner and I purchased a sectional couch back in late 2021 from Ashley ************************* took about 3 months to get one part delivered around March 2022 and another 3months to get the remaining portion around June or July ******* 2023, we noticed some cushions had white inserts while a few others had loose ***** stuffing. Those started to flatten out quickly. We then noticed some fraying around the zippers. We called Ashley a couple of times to notify them. We would wait on hold for hours and be transferred around until the calls would disconnect or someone told us they would reach back out. We never heard back and then by mid 2023, the Zippers started coming apart.Each time we have called, we get the same response. Eventually they told us we needed to contact the parts department. They told us the couch is no longer produced so they dont have replacement covers.(This was now mid 2024) Told us they would reach out with a solution. Called for the next 6 months with no resolution.We have been calling every couple of weeks in 2025 and asked exactly what do we need to do and they told us someone would reach back out, we need to contact our insurance, talk to parts **** again, to email photos and they would respond same day, etc. Still have not heard back.We have jumped through all of the ridiculous hoops and waited on hold for hours. We had our couch for maybe a year and a half before it started falling apart. Even now, we have sat on it maybe 30 times since it was delivered. Spent thousands of dollars on it and customer service has gotten us nowhere.

  

  Business Response

  Date: 03/26/2025

  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 has reached out to the consumer requesting pictures of the serial numbers as we will have to reach out to the ****************** for feedback.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 03/26/2025

  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.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Ashley has already requested I send them an email with photos. I sent everything over at the beginning of the month. This is their only communication. They will keep asking me to send more photos or provide additional details and send me in circles for more months. I want a final resolution with (preferably) a refund or credit or at the very least, someone come out and fix the zippers and flat cushions at no cost. Last time I spoke with someone, they informed me that even though I have the insurance, I would still have to pay for the fix. Even though their whole sale states that if we spend extra money for the insurance, it will keep any piece of furniture in show room quality for 5 years. Yet it doesnt cover anything? 
  
  Please, I dont want anymore tasks. I want a resolution. I work full time and I am chronically ill and this has taken up so much time and energy. 
  
  Regards,
  
  ***** *******
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/02/2025

  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,a specialist has reached out to the guest via email on 3/26 and 4/1 requesting pictures of the serial numbers which can be located underneath the cushions on a white sticker so we can request feedback from the ******************* We do recommend that the guest communicates directly with the guest via email.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 04/02/2025

  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 

  I am not accepting the response since Ashley Furniture has not provided a single response and continues to repeatedly ask for the same photos and emails. I have sent them photos of the faulty cushions. I sent photos of the manufacturer labels. I have not had ANY response or outreach as you can see from my email inbox. I refuse to continue contact directly with them because they will continue to lie and say they reached out, when they havent. Or that there is nothing they can do. This is what they have been doing for almost 2 years. Please help us reach a fair resolution. I can email all photos of proof to BBB since there is a limit within these messages. 

  Email sent on 4/2/2025:

  Hello,
  Following up again after the BBB response on 4/2/2025. I never received a response from any of my emails (attached below) from March 7th, March 10th, or March 12th. I never received any other emails requesting additional information or photos. I have attached photos to this email (again) on 4/2/2025. I will take screenshots and include all of this in my Better Business Bureau report as well since I have still not received any response from anyone at Ashley.
  
  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 specialist has reached out to the guest via email on 3/26 and 4/1 requesting pictures of the serial numbers which can be located underneath the cushions on a white sticker so we can request feedback from the ******************* We do recommend that the guest communicates directly with the guest via email.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/08/2025

  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.
  
  I replied to their email again asking for the serial number and photos of the couch. This is the 10th email I have sent in the last month. I am not closing out this claim or communicating with them directly because I know they will stop responding. 
  

   
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/09/2025

  Thank you for contacting Ashley Furniture **************** I have carefully reviewed your case and would like to provide you with a detailed update regarding your sectional.
  According to our records:
  Your sectional was delivered on April 18, 2022
  You contacted our ************* team on March 1, 2025, reporting issues with deteriorating cushions and broken zippers
  Following our standard procedure, you were directed to file a claim through GBS warranty services
  After a thorough investigation, including a quality assessment of the serial numbers provided, our Quality team has determined that the reported damage resulted from misuse rather than manufacturing defects. Unfortunately, this type of damage falls outside the coverage terms of your warranty.
  While we understand this is not the outcome you were hoping for, we must uphold our warranty policies consistently for all customers. 
  Regards, ********************************************* ******************************** **

  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.
  
  This is completely false. We barely got to use the couch before the zippers started coming apart. To claim that is was "abuse" is an easy out. When we explained this over a year ago to the first representatives and the parts department, they all agreed that it was because of a faulty product. They were working with us to get new couch covers. But because Ashley stopped manufacturing this couch, they couldn't get an answer about new covers which is when the communication ceased altogether. The least Ashley could do is send someone out to fix the zippers. They told me someone could do it but only if I paid. We spent ~$4,000 on the couch and purchased the protection plan for an additional cost. *** said it didn't cover accidents and now Ashley is saying it doesn't cover "abuse." So what does it cover? Sounds like it's a way to get customers to spend extra money and get nothing in return. When I visited a showroom recently, I was given a flyer about the warranty the states it covers stains, DAMAGE, burns, rips, tears, punctures, and cuts, scratches and gouges, breakdown or breakage, etc.... Coverage lasts 5 years for indoor and outdoor Furniture. Exclusions include damage from mold, acid, bleach, damage from teeth, claws, or improper cleaning methods. The only way we cleaned was vacuuming the couch. There was absolutely no "abuse" or neglect as Ashley is claiming from what they are seeing in a couple of photos. The zippers simply split apart. That is damage and breakdown of a faulty product and according to both your in store brochure and online, it says that is COVERED by the warranty.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/15/2025

  Thank you for contacting Ashley Furniture **************** I have carefully reviewed your case and would like to provide you with a detailed update regarding your sectional.
  According to our records:
  Your sectional was delivered on April 18, 2022
  You contacted our ************* team on March 1, 2025, reporting issues with deteriorating cushions and broken zippers
  Following our standard procedure, you were directed to file a claim through GBS warranty services
  After a thorough investigation, including a quality assessment of the serial numbers provided, our Quality team has determined that the reported damage resulted from misuse rather than manufacturing defects. Unfortunately, this type of damage falls outside the coverage terms of your warranty.
  While we understand this is not the outcome you were hoping for, we must uphold our warranty policies consistently for all customers. We do consider this matter to be closed.
  Regards, Ashley Furniture **************** Corporate Office SR
  

  Customer Answer

  Date: 04/15/2025

  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.
  
  There was no misuse or abuse of the couch covers. I am unsure how that was decided other than using it as a cop out in order to not have to pay out for a warranty claim. After I provided the inclusions from their website and brochures, they made that decision. Yet they had seen the photos previously and said that it didnt cover a faulty product. Their answer changes every time.

  I will also get all of my phone records to show that we have been contacting you for well over a year. March 1st was the first time I (*****) contacted Ashley but ****, my partner who placed the order had been calling many times previously. 
  

  If you are refusing to abide by the warrantys promise, then I want a refund for it. 
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/23/2025

  Hello, Ashley's furniture would not be able to further assist with this matter that the consumer is reporting with the furniture. 

  Customer Answer

  Date: 04/24/2025

  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.
  
  I want a refund for the extended warranty since you do not cover any claims. It is unfair and a very poor business practice to treat your customers this way. I have received nothing by apathy and an unwillingness to make this right in any way. 
  

  The zippers failed on their own. The couch has not been abused or neglected in any way. We do not have kids or anyone else in the home who would have damaged the couch.

  This is the most expensive thing we own in our home and to have it fall apart so quickly is extremely disappointing and disheartening. We have been fighting this for so long and all Im asking is for you to make it right. Please. Im going to keep fighting this until something is done. I refuse to let this couch go to the landfill because it was so poorly made and the company is refusing to help. 

   

   
  Regards,
  
  ***** *******

• Initial Complaint

  Date:03/11/2025

  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.

  On November 5, 2022 I purchased a couch and chair and a half from Ashleys . At this time I also bought a five year furniture protection plan for $259.99 on the couch and $199.99 on the chair and a half. When I tried to submit a claim to have a three day old stain removed i was told that it was good only for thirty days after purchase. My daughter was with me. At no time during this transaction did the sales clerk tell us that this was so. In fact she said to us "Oh you have grandkids. Let them put their feet on it and we will come and clean it." Why in the world would I spend that kind of money for thirty days? In their protection plan with "Protect All" by *************** and they state "You have 30 days after discovery to report the accident." I called Ashley Home Store on ******* on March 4, 2025 and they told me that it was past 30 days and that I was declined. I also called "Protect All" by *** and they also declined me for the same thing. I would like my $259.99 for the couch and the $199.99 for the chair and a half returned to me since they would not honor their commitment that I paid for. My daughter was witness to all of this. I truly regret having anything to do with them. Thank You.

  

  Business Response

  Date: 03/24/2025

  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 reaching out to the consumer to work towards a resolution.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/03/2025

  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 she has not yet heard from anyone from Ashley. 

   
  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 specialist has reached out to the consumer via email requesting pictures of the serial number to further assist. 
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 04/14/2025

  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 do not know what serial numbers are being referenced in the response. Please clarify exactly what you are requesting. 

   
  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 serial numbers can be located underneath the cushions on a white sticker. The serial numbers are needed to reach out to the ****************** for a second evaluation. 
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 04/16/2025

  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 serial number is ************.

   
  Regards,
  
  ******* ******

  

  Business Response

  Date: 04/23/2025

  Hello, we need closeup/ overall pictures of the furniture condition in order to reach out to the furniture protection plan.

  Customer Answer

  Date: 04/29/2025

  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.
  
  **SEE ATTACHED PHOTOS**

   
  Regards,
  
  ******* ******

  

  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 consumer is currently outside of the one year manufacturing warranty with Ashley's furniture and we reached out to the furniture protection plan regarding this matter and was advised that the claim was denied due to the consumer reporting the issue outside of the 30 day reporting issue.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 05/09/2025

  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.
  
  Than you for letting me know Ashleys reply. I didnt expect any different from a shyster company like that. I believe in truth and justice. It just proves what exceptional liars they are. I have been telling everyone what they did to me and shop at another store. They are not trustworthy.  They fleece their customers. 
  I am in the process of deciding whether to contact the government agency for consumer fraud and see if they will investigate the corrupt company. They really shouldnt be allowed to steal money.
  I want to thank you for all your help and prompt responses. Feel free to share this email with Ashley.

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

• Initial Complaint

  Date:03/05/2025

  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 sectional and ottoman set from Ashley Furniture on 2/24/2025 for a total of $1,474.96. When it was delivered, I was initially happy, but soon the odor from the sectional became overwhelming. It got worse at night, and as someone with gastritis, I am very sensitive to smells. The situation became so unbearable that I thought I might need to go to the hospital. It was making me really sick, and I had to have my son move the sectional to the garage and open all the windows just so I could breathe in my own home. I am now scared to put it back into my house because of how its affecting my health. Ive had it for not even 24 hours.I called Ashley Furniture to request a return within 24 hours of delivery. *****, the person who sold us the sectional, answered the call and informed me that they dont accept returns. I explained my health issue, but he said it didnt matter. The odor is making it impossible for me to breathe, and it is aggravating my gastritis, which I also told him. Unfortunately, he

  

  Business Response

  Date: 03/18/2025

  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 sorry to hear that the customer is experiencing a strong odor from the furniture. The furniture is scheduled to be removed from the guests residence on 3/20/2025.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:03/05/2025

  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 8 items from Ashley furniture on 1/25/2025 with ******* *****. Upon purchased I was advised all items would arrive on 3/1/2025. I received a call from offshore stating items were on back order. Then received another call stating I would receive all items accept sofa from offshore customer service. I received 3 out of the 8 items on 3/1/2025 because 1 end table was damaged. I called the store to speak with a manager but ******* took the call and offer a $100 credit. I called customer service 3/5/2025 and was told my items would arrive on 4/1/2025. This is not right I have been getting the run around and feel like my money was taken by Ashley. No one communications with proper English at the call center and Im unable to get any real help from the store.

  

  Business Response

  Date: 03/06/2025

  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 agreed to accept partial delivery of the Square End Table and Oversized Swivel Accent Chair on 3/8/2025. The sofa and two Upholstered Barstool (2/CN) are currently on back order and we are actively working with our retail chain supply department to attempt improving the dates.
  Regards, Ashley Furniture **************** Corporate Office **