Complaints

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

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  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  1479 N Dysart Rd Avondale, AZ 85323-1515

  
• 

  Ashley Furniture HomeStore Southwestern

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

  
• 

  Ashley Furniture HomeStore

  17501 Southcenter Pkwy Tukwila, WA 98188-3706

  
• 

  Ashley Furniture HomeStore

  2028 N Tomahawk Island Dr Portland, OR 97217-8106

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2025

  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 1-10-2025 I purchased from Ashley Store on **************************** a ******* and ****** **** mattress and box springs. The purchase price was $5,299 for mattress and $240 for each box spring. The items were delivered on 1-31-2025 and I began sleeping on said mattress.The mattress is NOT comfortable and it hurts my back making it almost impossible for me to walk after sleeping on this thing.Ashley's website states this for returns of mattress and foundations: Mattresses and Foundations Returns on mattresses or foundations are controlled by the manufacturers warranty, if any. Please contact the phone number on your emailed order *************** should be noted that I have NO emailed order confirmation because Ashley has my email ********......I contacted ******* and ****** Return Policy:Were passionate about delivering your best nights sleep. Thats why were dedicated to producing quality productsthrough premium materials, attention to detail, and fine craftsmanship. We stand behind the quality of our products, so you can buy directly from us with confidence.Mattresses We understand that your first choice may not be the perfect fit for you. If you find that your mattress choice is not meeting your preferences, we ask that you try out your new mattress for at least 30 days to allow it to adjust and soften to its true feel. During the first 90 days if you dont love your mattress all you need to do is fill out our return form and a representative will be in touch soon to address your concerns. If we cant find a way to make you happy, we will take the mattress back, and refund your money, minus the return shipping fee. After your first 90 nights, you can sleep soundly knowing youre protected from product defects by our 10-************ Warranty on ************* response from ******* and ****** is that I need to contact Ashley as that's where I purchased these from. Ashley refuses to honor the warranty.

  

  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 opened a claim regarding the mattress and foundation that was delivered on 2/11/2025 with Ashley's furniture returns department. The customer was approved for a reselection credit on 2/28/2025 which allows the consumer to revisit the home store and select a different bedding that better suit their needs. Unfortunately, we do understand that the consumer is requesting to return the furniture but we are unable to grant a return on the bedding items. The credit memo number is ******** and available to use at the corporate homestore locations.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 03/06/2025

  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 do not accept the "reselection" of another mattress.  I paid $5K+ for this mattress and it comes with a manufacturer's, ******* and ******, 90 day guarantee (which is 90 days from 1-31-2025 the date of delivery).  Said guarantee includes returning the mattress for a full refund if I am not satisfied with it.  I am not satisfied with it.

   

  Ashley furniture, at their website, states this about Mattresses and Foundations: Mattresses and Foundations
  Returns on mattresses or foundations are controlled by the manufacturers warranty, if any. Please contact the phone number on your emailed order confirmation for inquiries regarding mattress or foundation returns.

   

  There is no phone number of any "emailed receipt" because Ashley continues to use an email for me that doesn't exist BUT I did reach out to ******* and ******.  They tell me that Ashley needs to take care of this.

   

  In addition, on my sales receipt from Ashley it says:  Returns on mattresses or foundations are controlled by the manufacturer's warranty and to contact Ashley ************* for inquiries.

   

  I have contacted Ashley both via phone and email.  I get no where for them to honor the warranty provided for this.  I reject any "credit" and need them to come pick up the mattress and box springs, return them to their stock, and issue me a full refund for said items.

  
  
  

   

   
  
  Regards,
  
  *** ******

  

  Business Response

  Date: 03/16/2025

  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 opened a claim regarding the mattress and foundation that was delivered on 2/11/2025 with Ashley's furniture returns department. The customer was approved for a reselection credit on 2/28/2025 which allows the consumer to revisit the home store and select a different bedding that better suit their needs. Unfortunately, we do understand that the consumer is requesting to return the furniture but we are unable to grant a return on the bedding items. The credit memo number is ******** and available to use at the corporate homestore locations, no refunds will be honored.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 03/17/2025

  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.
  
  From the Ashley Website:  Mattresses and Foundations
  Returns on mattresses or foundations are controlled by the manufacturers warranty, if any. Please contact the phone number on your emailed order confirmation for inquiries regarding mattress or foundation.

  Manufacturer's warranty/guarantee:  ******* and ******

  Return Policy
  
  
  Were passionate about delivering your best nights sleep. Thats why were dedicated to producing quality productsthrough premium materials, attention to detail, and fine craftsmanship. We stand behind the quality of our products, so you can buy directly from us with confidence.
  
  Mattresses
  We understand that your first choice may not be the perfect fit for you. If you find that your mattress choice is not meeting your preferences, we ask that you try out your new mattress for at least 30 days to allow it to adjust and soften to its true feel. During the first 90 days if you dont love your mattress all you need to do is fill out our return form and a representative will be in touch soon to address your concerns. If we cant find a way to make you happy, we will take the mattress back, and refund your money, minus the return shipping fee. After your first 90 nights, you can sleep soundly knowing youre protected from product defects by our 10-************ Warranty on mattresses.

  Per ******* and ****** - during the first 90 days (which this is) if I don't love my mattress "we will take the mattress back and refund your money."  Since Ashley refers to this guarantee on their own website, the customer expects that ********************** will honor this guarantee. 

   

  I did contact ******* and ****** but they won't help since I purchased this from their "authorized retailer" - Ashley.

  To NOT honor this guarantee is fraud.  I would like to return this mattress immediately. 
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:03/01/2025

  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 ordered two bed frames totaling $409 on February 27th. Only a couple hours later, my husband tells me I shouldnt have ordered one of them and we need to cancel it. I contacted Ashley customer care, and explained the transaction occurred on my husbands card without his knowledge and he requested one of the beds be cancelled. The ***resentative said it would not be possible to cancel any of the order because it had not been processed yet. I contacted another *** and this time just requested to cancel the entire order. They told me there is a 24 hour wait period for all cancellations, when I asked where the policy is written they stated it was a private and internal policy. This ***resentative told me the order would be automatically cancelled 24 hours after it was placed. 26 hours after I placed the order, I contacted Ashley customer care once again and asked for an update. This time I was told the order could not be cancelled because it was already processed. The third *** told me to wait until I received a tracking number, and that the order would be rerouted back to Ashley furniture. They said once it was received all transactions would be reversed. As soon as I received the tracking numbers, my husband called. He spoke to two ***resentatives who each said the order was completely cancelled and being returned to Ashley furniture. Now I have received an email stating my credit card is being fully charged for the order, and a notice from fed ex that the items will be delivered today (03/01/25).

  Customer Answer

  Date: 03/03/2025

  Consumer states that they refused the delivery of the furniture today, and notified Ashley that it was on its way back to the warehouse. 

  

  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 furniture was delivered to the consumers residence on 3/3/2025 via *****. A specialist has reached out to the consumer via phone and email to determine if they will keep the bed frame or wish to return the furniture.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 03/06/2025

  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 bed frame was refused and returned to Ashley furniture. After speaking with multiple representatives from Ashley Furniture, they have all told me I will not be issued a refund. I am not in possession of any of the items originally ordered. As I said, I attempted to cancel immediately following the purchase and was refused. I was told there was a 24 hour wait for cancellation. Then I was told it couldnt be cancelled at all. THEN I was told to stop delivery when issued a tracking number. When Ashley furniture refused to stop delivery, I then had to wait for the items to be delivered and I returned them. The items were delivered back to the shipper on 03/03 (perhaps thats the delivery date you found). They were refused by me on both 03/01 and 03/02. I do not have these items, I returned these items to the warehouse. I would like a refund, pretty please. 
  
  Regards,
  
  ********** ********

  

  Business Response

  Date: 03/17/2025

  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 bedframe was returned to Ashley's furniture and a full refund in the amount of $ ****** has been processed, we do recommend that the guest allows 3-7 business days for the credit to post.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:02/25/2025

  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 husband and I purchased a living room furniture set from ****** Furniture in ****** on 2/3/2025 with my **************** Credit Card. We also purchases the 5 year protection plan for all pieces in the set. We were delivered the set 17 days after the purchase on 2/20/2025. The couches were boxed and shrink wrapped when delivered and I am a small woman so I had to wait for my husband to arrive home from work, to open the couches up. We opened the sofa and it is completely smashed. I have no clue how one would even manage the extreme amount of damage to this couch. I called the store immediately at which time I was promised a call within 72 hours to start a claim and get a new sofa. That time has come and passed and I have since called again with a promise for resolution and still nothing. I cant even get them to answer the phone most of the time when I call the store. I need my full refund or the new sofa delivered ASAP.

  

  Business Response

  Date: 02/26/2025

  Thank you for contacting Ashley Furniture **************** We value your communication and appreciate you bringing this matter to our attention. Your concerns are important to us, and we are committed to taking the necessary steps to resolve the issue as quickly as possible.
  Weve reviewed your concerns, and the replacement for your sofa has been approved. However, the item is currently on backorder. The specialist handling your claim has reached out to the guest and is working with the retail chain to try to expedite the item's availability.
  Thank you again for reaching out to us.
  Best regards,
  Ashley Furniture ****************
  Corporate Office SR
  
  
  
  

  Customer Answer

  Date: 02/27/2025

  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 am not willing to accept this response because we have already been told at one point that there was a sofa matching the one we needed in a warehouse out of state and they could deliver it by March 1st, and now its on back order? This is absolutely unacceptable. Looks like Ill be taking this to the ************************. If youre going to offer people a protection plan for an extra cost to them, you better have the items available to replace whats broken. Especially because the damage was not  done by me as the consumer. It was someone at Ashley. Ashley has two days to fix this or I will be taking this to every social media outlet where I can warn consumers. This is unfair and weve now been mislead 3 times. No one at Ashley seems to know what is truly going on. 
  Regards,

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

  

  Business Response

  Date: 03/04/2025

  Thank you for contacting Ashley Furniture **************** We value your feedback and take your concerns seriously. I want to assure you that we've been actively managing this situation. I have been in direct communication with Mr. ******* the account holder, since February 26, 2025, regarding the inventory changes, and he has been very understanding throughout the process.
  I have also notified the customer that their item has arrived at our warehouse and is scheduled for delivery tomorrow between 12:45 PM and 3:45 PM. Please be assured that this matter has been fully addressed, and we have kept the account holder informed of all developments via email.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer Answer

  Date: 03/04/2025

  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 whole experience has been an absolute nightmare. ****** from your corporate office promised delivery of the new sofa and pick up of the damaged one on Saturday March 1st and AGAIN you people have lied to us. No delivery!!! We cancelled our plans and sat home all day and no one ever showed up. Your broken sofa is taking up our garage. If it is not picked up tomorrow it will be waiting outside in the elements for your pickup as we no longer have room to store it. My husband, the account ****** *****, HAS been very patient because it was not his credit card that was charged almost three thousand dollars for damages useless product!! It was mine!! You are to correspond with me from now on, not him. My phone number is ************. I hope you all realize how much agony you have caused. I had family in town this last weekend to help with my sisters CANCER treatments and they had to sleep on cots and on the floor because of Ashley Furnitures incompetence. It has been a month now that we have been dealing with this matter and its still not resolved. 

  We tried calling ****** with your corporate office several times since our false delivery date March 1 and she has yet to call me or my husband back. Hence why I am working with the ************************ on this matter from now on. If our issue is not resolved tomorrow, I will be disputing the charge with ****************. Your company has not provided me with what I have paid for. That is FRAUD. 

  I will also be adding to the slew of horrific reviews Ashley has on ****** and many other social media platforms. You guys have screwed us over so badly I will make sure to let every one of my friends and family know to NEVER purchase anything from your company. Also, my husband is beyond frustrated now so good luck continuing to avoid me and only working with him, even though my account has been notated to not call him and call me. More incompetence.

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

  

  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 replacement of the sofa was completed yesterday 3/5/2025. The specialist assigned to the case reached out to the consumer via phone and email follow up and has not received a response.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:02/19/2025

  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 line Purchase date from Ashley ********************** of Cashton Sofa : 12/10/2024 Delivery Date: 1/6/2025 Sofa Delivered damaged as noted by delivery people Contacted Ashley ********************** customer service at ************* to report damage 1/7/2025 and was referred to local store to send pictures of damage. Called the local store at ************ and only got a recording which I left messages at but no call back. Contacted a different local store which gave me the email to the local store I was referred to to by customer service and sent email describing the damage accompanied by *********** one from Ashly ********************** has contacted me back and I have repeated contacted their customer service and told them I sent pictures to the local store they referred me to and they told me the store would contact me back within **************************************************************************************** either by phone, mail or email.

  

  Business Response

  Date: 02/20/2025

  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 will be reaching out to the delivery department regarding the damages on the sofa and contacting the consumer to works towards a resolution.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:02/18/2025

  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.

  In 2020 I purchased several items of furniture from Ashle Homestore totaling approximately $9,000. Most of the items have been satisfactory. The exception is the bedroom furniture. The drawers pulls on the chest of drawers and nightstands are made of pot metal and break with a slight pull as the drawers do not pull easily. I made several trips from ****** To ****** to request replacements for the drawer pulls. On Nov 22, 2024 I paid $55.92 for 5 replacement handles. I have made several trips to ****** to see what has happened to my order and each time was promised that someone would ***l me. I have not received a *** from anyone as promised on each of my visits to the store. On a recent visit I met with ****** ****** 9Sales Manager) and he informed me that the store manager would ***l me. I did not hear from the Store Manager so I texted Mr ****** and was informed that the District manager was involved and would ***l me. Two weeks have passed and no ***l from the district manager. I do not want a refund. I do want the drawer pulls that I paid for as the drawers are hard to open and the furnitures appearance does not reflect the price we paid for it.*** ****** ************ ****************

  

  Business Response

  Date: 02/20/2025

  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 contacting the customer today to discuss the claim the replacement handles and hardware pack has been ordered for the guest. An email has been sent to the consumer.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 02/20/2025

  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.
  
  [Please type your response here.] The response from Ashley is conditionally acceptable. The conditions for acceptance is that the parts they are shipping are compatible with the existing hardware on the furniture. If the parts are functional and compatible with the furniture's appearance, I am agreeable to closing this case.
  
  Regards,
  
  *** ******

  

  Business Response

  Date: 02/25/2025

  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 replacement handles and hardware pack has shipped via ***** and is scheduled to be delivered to your residence tomorrow between 10:00 AM - 2:00 PM. We look forward to resolving this matter and the case being closed.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 02/27/2025

  [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:02/14/2025

  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 recliner from Ashley in February 2023. I also purchased a 5 year warranty. I filed a claim due toy recliner not opening. Had a tech come out and a piece of metal has broken off. Could not be fixed. I was approved for a full replacement . Been 2 months. I finally got a call asking if I could pick up the replacement. I told them I would. But I wasnt given a pick up window. I called today and spoke to customer service because the store never answers the phone. I was told I had to pick up my item at the warehouse. I was given a phone number and address. I called the number and it was a fake number. I checked the address that I was given. It goes to a empty lot. I call back and the *** tells me the warehouse has no phone numbers . And the warehouse is on ****** ****** **** not ***** st. I was lied to. Ashley is is so unprofessional. I just want my chair replaced.

  

  Business Response

  Date: 02/20/2025

  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 will be reaching out to the furniture protection plan GBS to request additional information on the guests claim and will contact the guest to advise on the next steps.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:02/13/2025

  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.

  I have wood beetles in my end table. I filed a claim with the warranty company and they said they don't cover wood beetles. I went to the store they told me they would email me a claim to file. I already did that. I'm just so disappointed with this company. When I received the couch the seams and opposing seat doesn't fit right. They came out and tried to fix it but couldn't. Their solution to that was once you accepted the couch it's yours. I had to swallow that. Then the 1st wood beetle I got they did come out and replace. They won't with this one. They actually denied me access to their web site. They want me to basically go away. It's unfair that we scrimp and save to buy nice things for our homes. PLEASE ****** Ashley Furniture wood beetle. This has happened to several people. There has to be a solution. Please help and thank u for your time.

  

  Business Response

  Date: 02/19/2025

  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 made contact with the guest and approved to have the furniture that has powder post beetles removed from the guests home tomorrow Friday at the latest. We thank you for bringing this matter to our attention.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 02/23/2025

  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.
  
  [Please type your response here.] My beetle complaint has been resolved.  My couch however has not. I did speak with a representative named ****** and she was supposed to get back with me but I never received a call back. 
  
  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,it was deemed by the ****************** that the damages that were reported are not considered a manufacturing defect and we are unable to cover the damages that were reported.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 04/11/2025

  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.
  
  [Please type your response here.] Then what is wrong with the couch. If u can fix it, that will be fine. I asked several other furniture companies their thoughts on the picture of the couch and they said looks like a factory defect. 
  
  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,it was deemed by the ****************** that the damages that were reported are not considered a manufacturing defect and we are unable to cover the damages that were reported. The consumer can file a claim with the furniture protection plan.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:02/10/2025

  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.

  1-10-2025 purchased furniture from Ashley, *******************************. Items were finally delivered on 1-31-2025. Items arrived damaged, i.e., sectional couch, battery that doesn't hold a charge, 2 yellow dining room chairs. Missing delivery of a cocktail table.Contacted Ashley the next day, Feb. 1, 2025 as required and within their "3 day" timeline. Got blown off but did get an email that said I would get an update within ***** hours. Case #********.Hearing nothing within ***** hours, called again. Same response, i.e., got your info. including pictures of damage and you'll hear something within ***** hours.Went to Ashley Store on 2-8-25 to try to talk to the manager. Was told there are 3 managers and they were in a meeting. Waited. *****, the storage manager (who is really only a lead) told me first he would escalate to regional manager and then told me there was nothing he could do. I told him Ashley is bringing missing cocktail table on 2-11-25 and I wanted the couch, matching chair (because don't need it since couch is going away), and the 3 batteries taken away. He said sorry...nothing he could do.Still waiting on replacement of 2 yellow dining chairs.Remedy is this: Ashley comes and picks up these damaged items, refunds all of my money and promotional fees paid for these items. Replace the 2 damage yellow dining chairs. Want this done sooner rather than later, i.e., by end of Feb. 2025 would be great.'See all supporting documentation attached.

  Customer Answer

  Date: 02/12/2025

  I received an email today telling me that "We understand you are requesting for a  return or replacement however we can not move forward with this option unless the technician attempts repair and deems item unrepairable and approves for a return/replacement as per terms and condition that you signed at point of sale, that can be found at the back of your receipt. 

  
  We have scheduled a technician appointment for 02/15/2025 to conduct an inspection and address the issue with your item. You will receive a confirmation call/text approximately 24 - 48 hours prior to the appointment with the scheduled time frame."

  
  

  As I responded to Ashley Furniture - the sales receipt actually says this:

  
  

  Per my sales receipt, it says Returns and Cancellations.  .....Contact ************* (which I did) within 3 days......if your item is damaged or defective (which the items mentioned are)...and we'll work with you to repair (no), replace (no) or pick up the item...however, Non-damaged and non-defective items (which they are) may not be returned.

  
  

  I advised Feb. 15 doesn't work for us and we have these items to return:

  
  

  1.  The damaged and defective sectional couch.

  2.  The non-charge holding battery pack plus 2 others that we won't need anymore.

  3.  The matching chair.

  
  

  Need replacement for:

  
  

  1.  2 yellow dining room chairs.

  
  

  Kindly advise when you will pick up these items.  Your people were here today delivering a cocktail table that didn't come when it should have - so today would've been perfect time to pick up.

  
  

  *** ******/************

  

  Business Response

  Date: 02/12/2025

  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 made contact with the guest and approved a replacement on the two dining side chairs and approved a return on the 6 piece sectional, recliner, and the 3 battery packs and scheduled this to be completed on 2/14/2025. We can assure you that we are working hard to resolve this complaint and turn the experience around.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 02/14/2025

  Thought I would let the BBB know that Ashley people came and picked up the sectional, chair, and the battery packs.  I am told that once those items are back in their warehouse - it will be 7-10 days to get my refund.

  
  

  In addition, I asked about the refund of the "delivery fee" for delivering damaged items and a refund for cancelling the Ashley insurance through Reguard which I cancelled on 2-8-2025.

  
  

  Called Ashley customer service 3x this morning about:  1 - receipt for return; 2 - refund for delivery fee; and 3 - refund for insurance that was cancelled.
  
  Insurance refund - provided claim number twice.  Its still updating.  It will take another 72 hours for someone to call me.  Called first on Feb. 8, 2025.
  
  Refund of delivery fee - someone will call me from Ashley.  ***** business hours.  
  
  If I dont hear - need to call again and again.
  
  

  Question - do I need to fill out another BBB Complaint for the delivery fee?  And for the cancellation of the insurance?

  
  

  The gal, *******, who called me originally - when I call the number she gave me, it goes straight to voicemail and no one calls me back.  I know she is out of the office today but she told me she had someone covering for her.  Obviously not.

  
  

  

  Business Response

  Date: 02/17/2025

  Thank you for contacting Ashley Furniture **************** We value your communication and appreciate you bringing this matter to our attention. Your concerns are important to us, and we will take the necessary steps to resolve the issue promptly. After reviewing your situation, weve connected you with a specialist who has authorized a replacement for the dining side chairs and a return for the sectional and battery packs. We thank you again for reaching out to us.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 02/18/2025

  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 specifics of this are:  return sectional couch, return recliner, return 3 battery packs.  Issue full refund for all of those to credit card account.  In addition, replace 2 yellow dining chairs.

  Just want to ensure that the terms of this agreement are correct. 
  
  Regards,
  
  *** ******

  Customer Answer

  Date: 02/19/2025

  I had been in contact with ******* at Ashley corporate who assured me that I was getting a refund which was to be processed over the weekend and, in any event, no later than yesterday.

  
  

  I did see a "credit" to my **** credit card for $900+ which ******* told me was for the battery packs.  That credit has disappeared as of tonite and is no longer a credit on my account.

  
  

  The additional $4K+ was to be processed to a Syncrony credit card account but it has not been.

  
  

  I did "reject" the Ashley solution sent by the BBB because it did not include all of the elements of my agreement with ******* so don't know whether that is the reason the credits/refunds have disappeared?

  
  

  The furniture is all gone.  Having been picked up by their people last Friday.  The 2 dining chairs we were owed were delivered today.

  
  

  I need, want, my credit of $5K+.  How do I get that?

  

  Business Response

  Date: 02/20/2025

  Thank you for contacting Ashley Furniture **************** We appreciate you reaching out regarding your situation. Your concerns are important to us, and we are taking the necessary steps to address the issue promptly. Upon receiving your concerns, a refund of $909.82 was issued to the **** credit card on 2/16/2025, which should take 3-7 business days to post. Additionally, refunds of $649.99 on 2/17/2025 and $3,804.48 on 2/19/2025 were processed to the Synchrony account. The consumer has also been sent copies of the refund receipts via email. We now consider this claim resolved. Thank you for bringing this to our attention.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 02/20/2025

  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 have received a credit for $909.82 to my VISA.  Thank you.  I have also received a credit for $3,804.48 to my Synchrony credit card.  Thank you.

  I have not, however, received a credit of $649.99 to my Synchrony credit card. 

  In addition, I have not received any refund receipts to my email, i.e. ***********************************.

  Ashley has the WRONG email for me and I have corrected it with them multiple times.  PLEASE HAVE THEM send me receipts to:  ***********************************.  In addition, PLEASE HAVE THEM credit my Synchrony card for $649.99 plus tax (which I was charged tax on it).

  Then this will be good.
  
  Regards,
  
  *** ******

  Customer Answer

  Date: 02/21/2025

  Today I got the credit for the additional $649.99.  So that portion is resolved.

  
  

  I would still like to receive refund receipts to my actual email, i.e., ****************************************************************************************************************************************************.

  
  

  Can you please help with that?

  Customer Answer

  Date: 02/21/2025

  Also - I am still owed the "promotional fee" charged to my account in the total of $199.98.  I shouldn't be charged that for Ashley delivering damaged furniture.

  
  

  When I asked ******* at the corporate office about this - she told me to contact ************** (credit card) after the refunds had been posted.

  
  

  I contacted Synchrony today about this and was told that only Ashley can refund the promotional fee as they are the one who charged it.

  

  Business Response

  Date: 02/25/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate you sharing your concerns with us. Your situation is important, and we will take the necessary steps to address it promptly. Upon reviewing your concerns, we confirm that Ashley Furniture is responsible for issuing a refund for the items removed from the customer's residence, which has already been processed and sent to the consumer via email. Additionally, attached is a copy of the customer's purchase receipt. Please note that Ashley Furniture does not charge the promotional fees, as they are applied directly by the finance company, Synchrony, not by Ashley Furniture.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 02/25/2025

  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 agree that Ashley has issued the refunds they promised.  Thank you.

  I have contacted ************** and they tell me it is Ashley that charges the promotional fee - not Synchrony.  So I am in a quandry as to what to do or where to go?
  
  Regards,
  
  *** ******

  

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate you sharing your concerns with us. Your situation is important, and we will take the necessary steps to address it promptly. Upon reviewing your concerns, we confirm that Ashley Furniture is responsible for issuing a refund for the items removed from the customer's residence, which has already been processed and sent to the consumer via email. Additionally, attached is a copy of the customer's signed Synchrony Authorization. Please note that Ashley Furniture does not charge the promotional fees, as they are applied directly by the finance company, Synchrony, not by Ashley Furniture. We do consider this claim to resolved as Ashley's furniture processed the refunds that were owed to the customer.
  Regards, ********************************************* **************** Corporate Office SR
  

• Initial Complaint

  Date:01/31/2025

  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.

  Defective furniture. Repair man came out to change tge cushion since they were already sinking in & I couldn't feel the springs. After he left the cushions were still sinking in & Ashley furniture was notified again. They referred us to the warranty company with no results from them.

  

  Business Response

  Date: 02/06/2025

  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 loveseat and sofa were delivered on 9/21/2024. On 11/18/2024, the customer contacted customer care to report that the cushions on the loveseat had begun sinking. A service ********** visited on 12/19/2024 and found no issues with the loveseat but noted that the poly seat cushion needed replacement due to significant wear and sinking (PO#*******). The replacement cushions were delivered on 1/03/2025 under tracking number #************. A second ********** was scheduled for 1/7/2025 to install the new poly foam seat cushions. The customer later called to request a replacement for the sofa, expressing dissatisfaction with its appearance after the new cushions were installed. This request was denied, as the replacement cushions had already been installed. A specialist will be will be reaching out to the consumer today to discuss this claim.
  
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:01/30/2025

  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.

  Business Name: Ashley HomeStore / ProtectAll by GBS Business Location: [Insert Store Location] Complaint Type: Warranty Claim Denial Transaction Details: - Date of Purchase: Feb 2020 - Total Paid: $4,000+ for furniture, $500+ for a 5-Year Protection Plan - Date of Claim: Jan 15, 2025 - Commitment: Ashley HomeStore and ProtectAll promised coverage for accidental stains and damages. Nature of the Dispute: I purchased a ProtectAll by GBS Protection Plan with my furniture from Ashley HomeStore. Covered items: - Chair Dining Side (Leg) - Table Dining (Top) - Loveseat (Both Arms) I reported marker/ink stains and scratches within the required timeframe, yet ProtectAll denied my claim (#*******) citing "Accumulation of Stains" and "Normal Wear and Tear." This is incorrect, as the damage was from a specific incident, not gradual wear. Attempts to Resolve: - Ashley HomeStore and ProtectAll made no effort to resolve my issue. - They offered out-of-pocket repair options, which defeats the purpose of the warranty. Desired Resolution: 1. Honor the protection plan and repair/replace my damaged furniture, OR 2. Issue a full refund for the $500+ protection plan. If unresolved, I will escalate my complaint to the New Mexico Attorney General, ****, and Small Claims Court. I expect a response within 10 business days. Sincerely, ***** ****

  

  Business Response

  Date: 02/05/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate you sharing your concerns with us. Your feedback is important, and we are committed to taking the necessary steps to resolve the issue promptly. After reviewing your situation, a specialist has been in touch with the consumer, and a refund for the furniture protection plan has been processed. We apologize that the consumer was unable to file a claim with the protection plan.
  Best regards,
  Ashley Furniture ****************
  Corporate Office **