Business Profile

Furniture Stores

Ashley Furniture HomeStore Southwestern

Headquarters

Complaints

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

Customer Complaints Summary

299 total complaints in the last 3 years.
103 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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.
Spent more than $7,000 on a new bedroom bed set. This was end of November 2024. Drawers on bed frame broken on delivery early December 2024. I pointed this out on delivery but delivery people said a technician needed t come see and fix. Since that time, I have had 3 technicians come out and cannot fix it. They have ordered several even exchanges but the people at the warehouse have sent the wrong item twice now. Now they are "too busy" to get back to my demand for an entire bed exchange or full return on the entire set. I get the same run-around on the phone with people telling me "I am sorry, **** I understand". This company is a massive waste time. I want an exchange for furniture that is not broken, or a complete return on items purchased.
Business Response
Date: 02/05/2025
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, a specialist will be reaching out to the guest to work towards a resolution.
Regards, Ashley Furniture ****************Corporate Office **
Customer Answer
Date: 02/05/2025
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.

Until the matter is rectified (I.e a fully replaced bed set without damage and that is fully working), I will not accept or resolve this complaint. I have had multiple phone calls, technicians and deliveries without resolution. Given the time Ive taken off to be home, I think a significant financial re-imbursment is in order.

Regards,

******* *********
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, a specialist will be reaching out to the guest to work towards a resolution.
Regards, Ashley Furniture **************** Corporate Office **
Customer Answer
Date: 02/06/2025
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.

Just take care of and resolve the issue.

Regards,

******* *********
Business Response
Date: 02/11/2025
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 been in contact with the consumer and is actively working on ensuring that the furniture is delivered on the expected delivery date. The consumer has the specialist contacts information and will remain in touch.
Regards, Ashley Furniture **************** Corporate Office SR
Initial Complaint
Date:01/22/2025
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 ordered a recliner chair from Ashley Home Furniture in ***********. It was supposed to be delivered Dec 11. I was told on the eleventh that the order was canceled because Ashley could not deliver. I went to the store and asked to have a floor display delivered but Ashley delivered a cheaper recliner.on December 14. I returned to the store and offered to keep the cheaper recliner if they would charge me for the cheaper recliner. I am still being charged for the expensive recliner and this recliner is only valued at $500. I am willing to keep the cheaper chair as long as I get charged for the cheaper chair. Ashley is refusing to work with me.
Business Response
Date: 01/28/2025
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 Reno Homestore approved a discount on 1/10/2025 which was processed and sent over to the the 3rd party finance.
Regards, Ashley Furniture **************** Corporate Office **
Customer Answer
Date: 01/28/2025
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.

As of today, I have not received a new contract from Ashley furniture company. I was told my Acima payments would be put on hold until this is worked out, but I am not getting any communications from Ashley. I have not received a letter from ***** stating the payments are on hold so I am assuming I am still being billed for a recliner that I don't have.

Regards,

**** ****
Business Response
Date: 02/02/2025
Thank you for contacting Ashley Furniture **************** We appreciate you sharing your concerns with us. Your feedback is important, and we will take the necessary steps to address the issue promptly. After reviewing your concerns, we confirmed with the local Ashley Furniture Homestore and Acima that they received our request for the price adjustment on 1/27/2025. Please note that price adjustments can take 1-2 billing cycles to appear on your statements, but rest assured, this has been handled.
Regards, Ashley Furniture ****************Corporate Office **
Customer Answer
Date: 02/03/2025
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.

I was not given a receipt for the payments. I was told over the phone that my payments were $1,079 plus the $650 that I already paid. That puts my loan at exactly what my origional contract states. There is no discount offered for the previous contract. The company refuses to take my calls.

Regards,

**** ****
Business Response
Date: 02/04/2025
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. The discount in the amount of $500 dollars was proicessed on 1/22/2025 and we will have a specialist from Acima contact the guest to discuss the loan terms.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 02/04/2025
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.

On 12/01/2024, my Ashley Invoice stated I was required to pay $1,879.96
I did not receive the recliner I ordered.
I was offered a $500 discount.
That would make my purchase balance $1379.96
I paid $520.72 so far.
Acima said my balance is $1,429. 96
My math of subtracting $520.72 from $1,379.96 says I should only owe $859.24
This is the amount I am willing to pay $859.24
Either make the price right or take the recliner back, return my $520.72 and pay me $800 for storing your recliner.

Regards,

**** ****
Business Response
Date: 02/05/2025
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, we have been made aware that the ***** *** spoke with the customer on 2/1/2025 regarding the credit adjustment and will be reaching out to the consumer to discuss the statement.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 02/06/2025
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.

This is taken from my Ashley account
Lease Details
Name: **** ****
Merchant: Ashley - **************************************************** PACK MATTRESS PROTECTOR LIFT RECLINER DELIVERY FURN PRO RSA *****
Make A Payment
View Lease Agreement
Today's Purchase Amount?
Remaining Early Purchase Option Amount:
$997.24 + tax
Early Purchase Option Expiration Date:
Sun, March 16th
This is incorrect
The Balance is $859.24
Acima and Ashley refuse to take my calls
Regards,

**** ****
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, we have been made aware that the ***** *** spoke with the customer on 2/1/2025 regarding the credit adjustment and will be reaching out to the consumer to discuss the statement.
Regards, Ashley Furniture **************** Corporate Office **
Initial Complaint
Date:01/21/2025
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.
Ashleys has $5,620.00 since March 2024, $9,979.86 since 10/2024 The order was canceled after the incomplete delivery and chairs discontinued.I got a partial refund of $3,599,89 on 12/12/2024 I have the paperwork and receipts of paying cash for $10,520 and $4,979.87 on my debit card.Corporate says Im not due any more refund but they still owe $11,999.89 and non one will respond to phone calls or email
Business Response
Date: 01/28/2025
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, Ashley's furniture processed 3 refunds to the consumers account in December/ January. The customer was also sent an email with a detailed breakdown on the refunds.
Regards, Ashley Furniture **************** Corporate Office **
Initial Complaint
Date:01/13/2025
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.
Purchased a media cabinet from the store. It was shipped to my house damaged. I called the customer service number and the person told me it would be 1/31/25 for someone to come pick up the damaged item. I then proceeded to call the store I purchased the item. Spoke with Store manager *****. She said she would call me back the next day with a resolution. Meanwhile this large broken item is sitting in my apartment taking up space. I have since called the store everyday to get no resolution. I called on Saturday 1/11 as ***** was supposed to be working. They said she would call me back. Nope never did. I called the store again and was told the manager left for the day. Then expressed my frustration that I keep getting the run around. The sales *** hung up on me. I tried to call back and was hung up on again. Two time. I want a full refund, the item picked up asap and compensation for my time and energy dealing with this mess for now over a week.
Business Response
Date: 01/20/2025
Thank you for contacting Ashley Furniture **************** We appreciate you reaching out and sharing your concerns. Your satisfaction is important to us, and we are committed to addressing the matter promptly. After receiving your concerns, a specialist reached out to the consumer to offer further assistance but has not yet received a response. We will continue making efforts to contact the consumer and ensure this issue is resolved in a timely manner.

Regards, Ashley Furniture ****************Corporate Office **
Initial Complaint
Date:01/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a couch from the store as the sales person said we should not buy online so that we would have a specific person to talk to if we had any issues. We then received the couch and it was hard as a rock. My husbands legs go numb if he sits longer then *********************************************************************************************************************** The manager ****** said we could not return it. No return policy. Don't you think they should tell us that before you buy it. He said it is on our receipt. The receipt that they email you after you place the order. But if we would have bought it on line that we could return it with a restocking fee. But he said he wants all customers happy so what we need to do is they would have someone come out and look at it and then go from there. I said they aren't going to find anything wrong with it as it is just hard as a rock but not flawed. He said don't worry about it that we just have to go through this step first that after they look at it I can see what they say and we can go from there. We won't be able to give you back your money but you can use store credit. I said that would be great we will even pay restocking fee and pick up fee if we have to. Better then just throwing it out or giving it away. SO it took a month before they could come look at it. And of course said it was very hard but after a few more months it should soften up. So I called the manager who is now on vacation for two weeks. So I waited to talk to him and he wouldn't even get on the phone and told the receptionist to tell us that I could try customer service but there was nothing he could do. A month and a half later??? He knew he just wanted me out of the store. So I called customer service and they said that there are no returns unless we bought on line which they told us not to do!! Please help us resolve this. We just want a functioning couch and are willing to pay any fees even though not our fault
Business Response
Date: 01/08/2025
Thank you for contacting Ashley Furniture **************** We appreciate you sharing your situation with us. Your concerns are important to us, and we will take the necessary steps to address them promptly. After receiving your concerns, a specialist successfully connected with the guest today, and a resolution has been reached. The guest now has the specialist's contact information and will remain in close communication to monitor the claim. We can assure you that this matter has been resolved.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 01/08/2025
[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:01/06/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Apparently Ashley purchased the Mattress manufacturer ****** - nowhere on either website is this mentioned. Nor is it mentioned that if you purchase a nectar mattress from ashley - all of the return policies on ******'s website do not apply. The vast majority of retailers have a return policy and then beyond that, there is the manufacturer's policy - this is what a customer goes buy when trying to make an informed purchasing decision. I would not have bought a ****** mattress had I know the manufactures return policy was void. I have two other foam mattresses both are half the price of the one I bought and much better, now I am stuck, because this company will not do the right thing and honor the return policy listed on Nectar's website
Business Response
Date: 01/08/2025
Thank you for contacting Ashley Furniture **************** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly.
Upon reviewing your concerns, the king mattress was delivered to the customer's residence on 11/29/2024. The consumer contacted Ashley's customer care on 01/04/2025 and requested a return. According to Ashley Furniture's return policy, customers are responsible for reaching out within 30 days of receiving the item. Additionally, for all mattresses and foundations, returns are governed by the manufacturer's warranty, which in this case, is managed by Ashley Furniture.
Thank you for bringing this claim to our attention. However, at this time, we are unable to approve the return of the item. Attached is a copy of our return policy for your reference.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 01/08/2025
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.

Fact - Nowhere does it state that ************************** bought the **************. Because Ashley bought the ****** company, a customer cannot call the manufacturer and deal with them, because ****** sends the customer to ********************** stating Ashley bought them and you have to deal with them - So you cannot get the Nectar return policy - but again, no one knows this, so when you do research on a return policy, when you read Nectar's return policy past purchase, (print screen provided) you are not informed you cannot rely on the normal process as a buyer of having a retailer's policy and then manufacturers policy to fall back on. Example - I go to ********** and buy a ***** grill - I have the ********** return policy and then after that ***** as the manufactures policy.
Had I been properly educated and/or informed that Ashley now owns Nectar and will not honor the return policy on Nectar's website, I would not have purchased a Nectar mattress as that was the primary factor in making my purchasing decision. Additionally, I spoke to both ********* at the Meridian store and Izzy at the Boise store here in ***** - and both told me they honor Nectar's 365 sleep trial policy.
I will seek legal remediation if this issue isn't resolved here.

Regards,

******* ******
Business Response
Date: 01/09/2025
Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist has reached out directly to the consumer to discuss the claim.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 01/10/2025
[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. Just want to add, as long as they do actually issue a refund after giving the mattress to a donation center and providing Ashley with the receipt - per their email. As long as they do honor that, I am happy.

Regards,

******* ******
Initial Complaint
Date:01/06/2025
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.
Order placed for a bed on Nov 11 for $704.41 including extra for expedited delivery to be delivered on Nov 16. $600 cash and $104.41 credit was paid. Received a confirmation email on Nov 15 about delivery scheduled for the 16th. No delivery was made on Nov 16, and when I called about it, I was told the product was not fully in stock and the delivery was rescheduled to Dec 2. I canceled the order and was told refund would be processed in 7-10 business days. I have been to the store and called customer service multiple times and keep getting told that I should get an update in ***** hours. Cash payments should be able to be refunded immediately. Credit payments should not take longer than a month to process.
Business Response
Date: 01/08/2025
Thank you for contacting Ashley Furniture **************** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we will take the necessary steps to address them promptly. Following your concerns, the customer was refunded yesterday for the canceled order, and a copy of the refund receipt was provided to the customer for reference.
Regards, ********************************************* ****************Corporate Office SR
Initial Complaint
Date:12/21/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife, ****, purchased new furniture for our living room in November 2024. We were given, and agreed to a delivery date of December 20, 2024. We received both written and verbal confirmation on that day to confirm delivery between 3 and 7pm. The delivery people never showed, and now we have no furniture in our living room. When we contacted the store manager she stated our furniture was never put on the truck and she could not give us a delivery date until after January ******. I believe because this is their mistake they should make a special delivery before Christmas. We have followed all their instructions and tried to be as patient as possible. We find their current resolution completely unacceptable and will probably never use or recommend their store again. Any assistance you can provide will be appreciated!
Business Response
Date: 12/24/2024
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 sincerely apologize for any inconvenience and disappointment you have experienced with your purchase. According to our records, one of the power loveseats is currently on backorder and is expected to arrive at the warehouse on 12/27/2024, which is why the delivery date is now scheduled for 01/02/2025. We apologize for the delay and for not meeting the original delivery date you were expecting
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 12/24/2024
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.

If one of the seats is back ordered, why did you schedule a delivery and confirm 3 times that day the delivery was on time? The next day we spoke with the store manager who verified that both seats were in the warehouse, and the delivery company didnt make the delivery. I think you need to talk with your people and decide which story you want to go with. I am completely frustrated.
[Please type your response here.]

Regards,

******** ******
Business Response
Date: 12/31/2024
Thank you for contacting Ashley Furniture **************** We appreciate you bringing your concerns to our attention. Your satisfaction is important to us, and we will take the necessary steps to resolve the issue promptly.
Regarding your delivery, it is currently scheduled for tomorrow at the customers residence. We apologize for any delays you have experienced and will stay in close communication to ensure a smooth delivery process.
.Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 01/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******** ******
Initial Complaint
Date:12/20/2024
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 been trying to get an insurance claim and i keep getting run around i call ashley they find the order then they say there gonna trasnfer me to the insurance company i get to speak to them and then am told that they dont have my information i paid for a service i paid for the insurance so why cannot get what i paid for this is getting out of hand 2 hours of beign on the phone and still no solution i dont have time to be on and off the phone i want a solution to this now not tomorrow
Business Response
Date: 12/30/2024
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 been assigned and will be reaching out to the consumer to work to further assist,
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 12/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

****** ******
Business Response
Date: 12/31/2024
Thank you for contacting Ashley Furniture **************** We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we are committed to addressing the matter promptly.
After reviewing your case, a specialist was assigned and reached out to the consumer regarding the claim; however, we have not yet received a response. We are currently awaiting a reply in order to proceed with further assistance.
Regards, Ashley Furniture **************** Corporate Office **
Initial Complaint
Date:12/17/2024
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 from Ashley in *********, ** in September 2022. At the time I also purchased a 5-year protection plan stating Ashley would clean, repair or replace any piece no matter how it was damaged. In December 2024 I filed a claim to have a stain removed from one of my sofa cushions. I was informed that the policy had been sold by **********************. (Ashleys parent company at the time) and that Ashley had no record of it. I provided the original Ashley sales receipt showing the purchase of the sectional and the protection plan, the model number, serial number, and pictures of the ******************** as requested. The manager of the Ashley store said there was nothing he could do at the store level, and they would have to have Ashley protection plan research. I have been to the store in person 3 times, and have contacted the protection plan department 5 times by email and I am not getting a response or a resolution to this problem. I paid for a warranty that is no good. Ashley needs to either honor the warranty and take care of the furniture, or refund the money I paid for the protection plan.
Business Response
Date: 12/19/2024
Thank you for contacting Ashley Furniture **************** We appreciate you sharing your concerns with us. Your feedback is important to us, and we are committed to addressing the matter promptly. After reviewing your concerns, we will reach out to the customer today to schedule a service visit. We sincerely apologize for the delays in scheduling.
Regards, Ashley Furniture ****************Corporate Office SR

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Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

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