Complaints

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

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• 

  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  6233 E Southern Ave Mesa, AZ 85206-3714

  
• 

  Ashley Furniture Homestore

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

  
• 

  Ashley Furniture HomeStore

  1955 S Burlington Blvd Burlington, WA 98233-3227

  
• 

  Ashley Furniture HomeStore

  1200 Cooper Point Rd SW Ste 518 Olympia, WA 98502-1171

  

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:11/07/2024

  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 dining room table and 6 chairs from the *********, OR location in July 2024. The set was on back order and I knew we would have a delayed delivery.Ashley notified me in September of availability and I confirmed delivery, the day of delivery no one showed up and I reached out and was told me item was damaged and cancelled and it would be a month before redelivery. I spoke with a manager, **** the regional manager, and he set delivery for a sooner date. The next week Ashley delivered a damaged table and chairs, I refused delivery.Then they cancelled my order after promising it to be delivered by the end of October, spoke with **** again who fixed the cancel and set delivery for 11/1 and confirmed they took $900 off. Ashley showed up again with a damaged table, I had to refuse delivery.I then confirmed delivery for 11/7 with *** who said due to the ongoing attempted delivery of damaged product my table would be fully put together and inspected and I would be sent pictures for approval the day prior to delivery. Thats today, no email and no pictures. I call and am now told my delivery is set for another 2 weeks out?!I want me table and chairs delivered, FREE OF DAMAGE, 11/8, 11/9 or 11/10.

  

  Business Response

  Date: 11/12/2024

  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, the customers delivery is scheduled for delivery on 11/16/2024. The items will be thoroughly inspected prior to delivery to ensure that its free of any defects.

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

  Customer Answer

  Date: 11/12/2024

  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.
  
  I was given a delivery date if 11/8 which was cancelled with ZERO notice on Ashleys part and rescheduled without any communication to me for 11/16 apparently. The store either doesnt answer or hangs up without letting me speak with a manager. I need a PHONE CALL from someone.
  Regards,
  
  ****** ****

  

  Business Response

  Date: 11/13/2024

  Hello, a specialist is currently in communication with the consumer and will be working on resolving her concerns.

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

  Customer Answer

  Date: 11/22/2024

  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.
  
  Had delivery of more damaged items. Waiting on resolution as well as an offer of what compensation can be offered now for damaged items being delivered 4 separate times now. It is not resolved yet.
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 11/26/2024

  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, the consumer is currently in communication with a specialist and a offer was given to the consumer via email. We are currently waiting on the customer response to better assist..

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

• Initial Complaint

  Date:11/07/2024

  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.

  On July 12, I purchased a bedroom set at the ************** location. The total amount was $2635.76. My items were delivered on 7-26-24 Upon receiving the items that day, the *********** did not fit up my stairs. The total for that was $150. I was told that I would receive a refund within a few days. I have still not received the refund for the *********** and while they were delivering my furniture, they broke a large flower pot put a hole in my wall and scuffed up brand new paint that had just been painted in my hallway I did submit Pictures and I have yet to hear anything. This is the worst customer service experience I have ever received trying to buy for furniture. You would think with all the damage they would have given back the shipping cost also

  

  Business Response

  Date: 11/12/2024

  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. the in home damage claim was previously closed in August due to unsuccessful contact attempts , the claim has been reopened and the customer will be contacted directly by the in-home damage claim regarding the next steps. The customer was also refunded on 8/12/2024 for the canceled bunkie board and a copy of the refund receipt was sent to the customer email address.

  Regards, ********************************************* ****************Corporate Office SR

• Initial Complaint

  Date:11/03/2024

  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 have been waiting over two months for a refund of $1200. The store general manager and assistant manager are refusing to talk to me or call me back. **************** is no help and keep making up an excuse that my refund was not processed. I have called Every week for the past month. I do not have their product and they stole my money and are refusing to give it back. They keep claiming the previous agent didnt process my refund, but this is for agents now I just want my money. I have been told multiple times by multiple different agents that my return is being processed and nothing ever happens

  

  Business Response

  Date: 11/05/2024

  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 will be reaching out to the centralized office to look into this and will be reaching out to the customer directly to resolve this.

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

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a purchase about a month ago from the Ashley Furniture store on ********** in *******. The purchase, done in 3 separate orders right in the store was delivered on Saturday, August 3. We werent real happy with several items, a sideboard, 2 counter stools and a floor lamp. We were ready to simply refuse delivery on those items and keep the rest of the orders, but we asked the delivery guy how long we had to decide whether to keep it or return it. He said 30 days, but I called the store and asked the same question and was told 72 hours. After 48 hours we decided we didnt want to keep the items and when I called the store to arrange for pick up, a lady there shocked me when she said all sales are final, no returns. I came to the store and spoke to the manager ****, who Ive dealt with in the past, and he said hed file a claim on this for me. That claim was denied and i replied to the email asking them to reconsider based on the circumstances where I was mis-informed by Ashleys own employees, but *** received no reply on that. My hope is that the BBB can help me to get a full refund on a few of the items. Thank you for your help!

  

  Business Response

  Date: 11/05/2024

  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, purchases made inside of the homestore we recommend that you check the terms and conditions provided to you at the time of purchase  (sometimes they are located on back of your receipt). Each store is independently owned and operated; therefore, they set individual policies regarding returns and exchanges. We will be reaching out to the customer directly to work towards a suitable resolution.

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

• Initial Complaint

  Date:10/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint regarding the poor service and damaged product I received from Ashley HomeStore.On Oct 19 2024, I purchased a table from Ashley Store in *******, which was shipped to me via *****. Upon arrival, the package had a noticeable hole caused by a dent in the box. Unfortunately, the table inside was also damaged, with a hole that makes it unusable. Despite reaching out to Ashley **************** on Oct ****************************** a refund, I have received no proper response or resolution.They have not called me back or made any attempts to solve this issue. I called them again recently and they only asked me for more pictures. This is a waste of time for me. I have waited too long for a resolution, and I urgently need my table.There has been a great lack of attention and professionalism in handling my case. I kindly request to receive either a full refund or a replacement table in perfect condition as soon as possible.

  

  Business Response

  Date: 10/31/2024

  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 will be reaching out to the ******* homestore location to have a replacement table shipped to the customers home we are truly sorry about the experience and the condition that the item arrived in.

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

  Customer Answer

  Date: 11/01/2024

  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.
  
  They responded in BBB that they will address the matter promptly and I still haven't heard back from them...much less received a replacement table.
  
  Regards,
  
  ***** ****** ***** *****

  

  Business Response

  Date: 11/04/2024

  Hello, the ******* Homestore will be entering  replacement into the system on the dining table and will be contacting you directly today.

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

• Initial Complaint

  Date:10/29/2024

  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 couch from Ashley after looking around for days. I sat on the Couch in store and it was near perfect. This was purchased In ********* at the *** store on 7/4/24. The couch was delivered on 8/7/24 and when I sat on it, it didnt feel anything like the couch from the store. Its a recliner and the headrest and bottom cushions were a lot firmer than the one I tried in store. So I asked the delivery person, who said it just needs to break in give it a few days. I went back to the store a few days later (maybe 3 days) I spoke with ****** my salesman who confirmed what the driver had said,, it needed to break in. So I gave it some more time and even had friends come and try it out, no one could get comfortable on this couch as the lower cushions were too hard and the headrest forces your head forward into a very difficult position. I have now gone to a Chiropractor twice after trying to sit through a movie on this couch. My neck , shoulder and back pain are getting worse everytime I attempt to sit on this couch. I went back to the store several times to speak with the saleman and the manager, both informed me I was stuck with the couch and would have to sell it to get rid of it. (granted no one want to come close to the 1300 I paid for it and It looks like Ill have to take at least 1000 hit to get rid of it. I'm not willing to do that as their financing which was supposed to have a $250.00 charge for service if I paid it off in 90 days, Instead my 1979 purchase is showing as 3300 dollars. At this point alls I want is a couch that wont send me or my guests running to the chiropractor. I reached out one last time and was told someone would "get back to me" that was several days ago so now I am filing this complaint and am looking into possible having to take them to court. Alls I want is for them to exchange the **** thing for a different couch that is comfortable.

  

  Business Response

  Date: 10/30/2024

  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, we will be reaching out to the customer to schedule a service technician. 

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

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased three pieces of inexpensive furniture from Ashleys. My total bill was 2149. I put $1000 down but when the furniture company sent that bill to **************, they never mentioned the thousand dollars The total bill was 2147. I should only owe 1147 but theyre saying that I still owe 2000 the thousand dollars was never credited to my account, and the hardship that Im going through right now the unprofessionalism of the store is beyond belief. Anyway, I have receipts and copies of everything and the fact that I was lied to about the whole transaction I was not told what type of material I was told it was a whole different type of material than I received , I called to cancel the day after they told me that everything had been loaded I was never told about a ****** warranty fee, they never ask me if I wanted a warranty I I thought the 499 was for the Ottoman, which they did not deliver to me. I did not buy furniture and not buy the matching ottoman? I did not do that. I went and ordered the matching ottoman from another store after my delivery of the three pieces, the chair, the couch and the loveseat.i was not aware of the ****** warranty until I went back and looked at the print on the order. I did not even notice it. I apologize, but I called the synchrony bank and told them I did not want it right after I noticed that they had charged me for it and the lady at synchrony said they could not charge me for it. I had the right to say no to the ****************************************************************************** they would not put that on my bill.Thank you so much **** ******.

  

  Business Response

  Date: 08/12/2024

  We emailed the guest

  Customer Answer

  Date: 08/15/2024

  I am rejecting this response because:   

  Customer Answer

  Date: 08/16/2024

  I added pictures the first picture is of the costs I ordered the second picture is the sofa that was delivered to my home and I decided to keep only because the driver sold it to me and knowing I had no furniture and my family were visiting from out of town ! The furniture that was delivered to me was a cheaper material and I pacifically ask him in the sales room that day as long as it wasnt the material that was delivered the material that was delivered was in their show room and in a different color of spice I have a picture of it. Thats the one I pointed out and said I hope its not this material and he swore to me. It was not that the one Id be getting would be the lien that was show in the pic I ask him serves times to show me A swatch, a piece of furniture anything with that type of material before I left the store and he said he had nothing in the store that matched that sofa that was on the Internet that I ordered. 

  Customer Answer

  Date: 08/16/2024

  Sending pics of the contract where it shows that he actually told me there would be no fee on delivery. He would delete that, but he had to write it down in order for it to come out correctly so with that said, I believed he did that but then he wrote the 294 on the side if youll look thats his handwriting and then you turn it over and he will see that he also charged me to tax on ****** pick up fee. He never picked anything up from this house so I dont know what hes talking about. Then he charged me a tax on delivery Fee 319 23 Im just Im  confused  to how he did this while he was telling me something different like I said the paperwork wasnt given to me until I walked out. He signed it if youll look on there, youll see his signature on it. Ill take another photo to show that he signed this not me that is not my signature. Thank you, **** ******

  

  Business Response

  Date: 08/20/2024

  I left a voicemail for ************.  Per the sale order guest uploaded, this purchase was made in AZ.  DSG is not franchised with any store locations in *** Please send to correct licensee.
  
  

  Customer Answer

  Date: 08/20/2024

  I am rejecting this response because:   I  have a complaint with Ashley and paper work to prove my charges are not correct on their Billing statements . They have not sent me a copy of the itemized items they are billing me for. Ive also asked synchrony bank for these a copy of the itemized items Im being charged for all Im getting is a bill with $2000 on it thats it its not telling me what it is. I purchased how much each item was theyre just charging me that amount of money. Ive asked them several times to please send me an itemized copy so I can view it and make sure that its correct to what paperwork I have on the day of purchase and I was told also that I would not have to pay for a protection plan. If I did not ask for it I did not ask for it wasnt even discussed the day I was there yet I was being charged for one. I called synchrony and said three days later I do not want this, and I was told from ************** that I did not have to pay for a protection plan if I refused it within that amount of time I would not be liable for it  and I refused it because I did not order it and I was told from a friend that has a friend that works at Ashleys that thats their commission. I did not buy anything from a sales clerk. I knew what I wanted. I went in that store to look at what I was going to online order and make sure its what I wanted so I already knew what I wanted. I did not need a sales clerk yet one came up to me. He didnt present his self as Im gonna charge you while I help you that was never brought to my attention and Im old school. I just thought that sales clerks just come up and help you not charge you. I thought that came from the store not the consumer . 

  Customer Answer

  Date: 08/22/2024

  Sending a pis of side by side sofa ! The one on the left is the one from the internet store the one on the right is what I got ! Im also wanting this company to acknowledge that they sold me a cheaper living set than the one on the internet. Also send a copy of the sale receipt showing that they also charged me a tax on the delivery and a tax on pick up. They did not pick up anything from my home. Thank you **** ******. I need to see a print out o Little Bitf Estimated charges. 

  Customer Answer

  Date: 08/27/2024

  I was told that this was going to be sent to the correct Jew Better Business Bureau that handles that store I think its awfully strange that Ashleys corporate doesnt handle that store. Im a little confused there. Im hoping that the Better Business Bureau helps me follow through with this case. All Im asking for is a itemized statement showing what it is theyre charging me for because they have a lot of charges that are not correct  theyre charging me a different amount and theyre charging me for a tax on  furniture. They did not pick up.that seems like an illegal charge on a tax for something that they did not do I just want to see what it is or charging me for. Thank you **** ******

  Customer Answer

  Date: 09/10/2024

  This message is for ****** ********* is there anyway that you can help me find the location the correct location for the Better Business Bureau that I need to be dealing with for Ashleys furniture located in ****** *******.  Im still not getting an itemized correction on my bill through Ashleys. They are billing me for I dont know what I dont know what it is that Im being charged for because they will not send me an itemized account. The one that I received is not correct. They charged me for a lot of stuff that I did not purchase so if Im going to continue to pay for my items that I did receive, I need to know what Im paying for dont I have that right to know what Im paying for?  Ive reached out to Ashleys. Ive reached out to *****************************. Doesnt even know what Im paying for. They just got the amount of 2000 semi dollars and they said heres what you gotta pay for. They wont even tell me what Im paying for , I just need help from the better Business Bureau  to reach out to someone so that I get a correction of my itemized amount . Thank you **** ******

  

  Business Response

  Date: 10/23/2024

  This is not out customer we are located in ***  

  Customer Answer

  Date: 10/26/2024

  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: 10/29/2024

  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 to this claim and will be reaching out to the customer today to go over the purchase history.

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

  

  Business Response

  Date: 11/11/2024

  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 to this claim and has made a attempts to contact the customer to resolve the concern but has not been able to make contact with the customer.

   

  Customer Answer

  Date: 11/13/2024

  [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:10/22/2024

  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.

  On 09/30, I purchased in store 3 items: Chair, 3 Drawer Nightstand, and a dresser, I was told that all the items were available and could be delivered on 10/4. The next day, I received a text that there was an issue with the delivery address not matching the billing address. Finally updated info and learned of a fraudulent charge. However, in that process my delivery was also cancelled for Friday, but I was never informed. The next day, I received an automatic call to schedule my delivery. When I finally was able to talk to someone from Ashley, they said that the delivery teams were already booked for the rest of the week, but they could get me the items rescheduled for 11/09. On Monday, I received a message that my order was not ready, and it would be r/s much later. Since I travel for work, it was difficult to r/s after the dates that were initially scheduled. I requested that they delivered the chair that was ready, and we would have to reschedule the rest. The lady said she got approval to have it delivered & someone would reach out to schedule a time. No one ever called. I kept getting robo ************ messages to schedule. I immediately call back and was told the items could not be separated. So, I requested the complete order be cancelled. I was tired of dealing with the whole process. I was informed that the order was cancelled. A couple days later, I noticed the items on sale online on Ashleys website, so I ordered the same 3 items on 2 separate transactions. 2 items were scheduled to be 10/19, when the delivery men came, they had 2 dressers & 2 chairs. I refused the second set When I came in, I called Ashley to see if I was charged for the furniture that they attempted to drop off. They said, someone was already cancelling the order (the order that was never cancelled) and someone would call me. I requested a manager to call. No one ever called. Order still has not been cancelled.

  

  Business Response

  Date: 10/23/2024

  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 to your claim and will be reaching out to further assist

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

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/11/2023 my husband and I went to Ashley Furniture in ********* ********** where we approached by ******** ***** ******* who told us she was our sales associate. While we were considering a purchase, we were concerned about the color not matching our existing room. ******** said, dont be concerned because if it doesnt match you can return it with in 30 days. We then purchased a couch, love seat, and recliner for $2,827.46. We called and changed the order to a couch and two recliners because we thought the first order wouldnt fit in our room. The items were delivered yesterday and they dont match our room. We called today and were told that all sales are final. This is very upsetting because our sales person, ******** ***** ******** told us we had 30 days to return them. I then went into the store and was told no again. I called customer service looking for the District Manager, but they transferred me to the store again. I asked to speak to the district manager. She said she would email him. Apparently there is no phone number to contact him.

  

  Business Response

  Date: 10/22/2024

  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, the rocker recliner is scheduled for pickup from the consumers residence today between 9:45- 1:45pm once the item is removed from the residence a refund will be processed.

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

  Customer Answer

  Date: 10/24/2024

  [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:10/16/2024

  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 $2500 sectional couch from Ashley's in 2022. It didn't take long for the couch to make very noticeable creaking noises when sitting or moving on the couch. In about an 8 month time span, we complained and were offered a repair. The repairman found a flaw in the structure of the couch but couldn't fully fix it. Months later, it returned. Under the 1 year warranty, we received a replacement sectional. Again, months later this replaced sectional had the same issue. Very loud and creaky, like old furniture. In the course of a year, Ashley's has sent out 3 technicians, 1 claiming that the couch by design is going to make noises in the canvas. That's not what I want from a $2500 product. Ashley's sent out a 4th technician who attempted a massive repair. In less than a week the problem was significantly worse than before the work. The store said I'm on my own, make a GBS warranty claim, and they rejected it because the damage isn't visible damage, like a spill or tear in the cloth. Now I am stuck with an overpriced product that was never repaired and has had this bad behavior unresolved from within my original 1 year issue with the couch. Not only have they failed to resolve my issue, but their technician has made my product even worse and they refuse to do anything more, after them making the problem even worse.

  

  Business Response

  Date: 10/22/2024

  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 have reached out to Ashley's furniture ****************** for a second opinion on the issues that are being reported with the sectional. Once we receive feedback, we will be in touch to advise on the next steps of your claim.

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