Complaints

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

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• 

  Ashley Furniture HomeStore Southwestern

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Southwestern

  6910 W Bell Rd Ste B Glendale, AZ 85308-8461

  
• 

  Ashley Furniture HomeStore Southwestern

  1479 N Dysart Rd Avondale, AZ 85323-1515

  
• 

  Southwestern Furniture of Wisconsin, LLC

  1773 S 300 W Salt Lake City, UT 84115-1802

  
• 

  Ashley Furniture HomeStore

  1955 S Burlington Blvd Burlington, WA 98233-3227

  

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:10/10/2024

  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.

  We purchased protection plan for a pair of reclining chairs on 5/3/2024. We have been trying and trying to get them repaired as the upholstery has worn out on 2 of the chairs. Called the store at ***************************************. Told we had to contact company in *******.. Tried calling them and phone is never answered. Always hangs up on you. Contacted store in ********* again, and they assigned me a case # and said they would follow up in 2 days. 2 weeks go by, my wife contacts store again, they said the ticket has been closed. Girl at counter says again she will follow up and get this resolved and to contact her in 2 days as she is off Sunday and Monday.. Tried for 2 weeks to contact by phone no luck. **** into store and was told there was nothing they could do as another company handles warranty claims. What kind of business sells ( basically scares you into buying with heavy sales tactics) a warranty and then as soon as payment is clear, want nothing to do with you?? I want my chairs fixed immediately. Since I have paid them off already, I want them fixed or I want a refund. I would never purchase from Ashley's again if this is how they treat customers. I don't expect a solution as this is read by Guest Experience people who will send a form letter saying how sorry they are for how I was treated and customer satisfaction is blah blah.

  

  Business Response

  Date: 10/21/2024

  Thank you for contacting Ashley Furniture **************** regarding your concerns. We value your feedback and are committed to addressing this matter promptly and efficiently.

  To expedite the resolution process, we'd like to provide you with information about our furniture protection plan GBS

  Phone Support: You can reach GBS  customer service team directly at ************.

  Online Claims: For your convenience, claims can also be submitted through ***'s website.

  Our team is actively working to assist you with filing a claim through GBS. We're here to guide you through this process and ensure that your concerns are properly addressed. If you have any questions about contacting Guardian or need assistance with the claim filing process, please don't hesitate to reach out to us.

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

   

  Customer Answer

  Date: 10/27/2024

  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.
  
  Ashley's is stating that our 1 years manufactures warranty is expired.  We purchased the sofas on 5/3/2024.  1 year IS NOT up.  They are trying to pass this off on to their repair business which is not reachable.  They do not return calls, and you can never get ahold of anyone.  The store needs to fix this ASAP.
  
  Regards,
  
  ****** **********

  

  Business Response

  Date: 10/28/2024

  Your recent claim references a power reclining sofa from a purchase made in 2022, not the bedroom furniture bought on 5/2/2024. Unfortunately, the manufacturer's warranty for the sofa expired on 10/05/2023 (one year after delivery). Since the warranty has expired, please contact your GBS Furniture Protection Plan provider to file a claim. We've attached your purchase history confirming the sofa's original purchase date of 8/28/2022.

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

  Customer Answer

  Date: 10/29/2024

  [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:10/04/2024

  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 ordered a sofa from Ashley Furniture in August, 2024. I spent $99 on delivery services for this sofa. With this product, the folks didnt even attempt to bring the sofa inside, claiming it wouldnt fit through the door (again, they didnt try). Then, after ordering a different couch, I paid for the upgraded delivery, which included installation and trash removal for $199. I got neither- there was trash left behind in the front yard and the couch was not connected at the base. My partner discovered that when he nearly fell through the gap. I contacted customer service and they were not helpful. They regularly asked me for proof, when there was no way to do so. I wrote a negative ****** review and they responded, asking I contact a different customer service. I have contacted them several times, and have gotten no responses. I recently noticed that they damaged my doorframe in the process too. I sent them a picture, and while they called to repair it, considering how poorly they've treated me, I don't want it repaired. I am also a renter, so I do not have the authority to authorize any repairs anyway. On the original customer service email thread, I have been asking to be refunded $199, since I feel I only got $99 worth of services (out of the total $298 I paid).

  

  Business Response

  Date: 10/10/2024

  Good Afternoon, We have partnered with out in home damage team to assist with this customers complaint. The customer was able to provide photos of the damaged door. We will be reviewing and will be getting back to the customer. I believe the carrier has already reached out. We will follow up with the carrier to see if there was any progress.  

  Customer Answer

  Date: 10/10/2024

  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.
  
  As I have explained multiple times to customer service, I am not concerned with the door problem. I rent, so I do not have the authority to accept repairs on the door. What I am concerned with is the poor delivery services I have received. I wish to be refunded part of my total expenses for the delivery services. Altogether I paid $298 for delivery services, but only received what I feel was worth $99. I want to be refunded the difference. If you wish to understand why I feel this way, you should actually read my complaint, which thoroughly outlines the issue here, as well as provides details about order numbers, for reference.

  Please address the actual issue here - unprofessional delivery services - and refund what is owed. Thank you.

  
  Regards,
  
  Tiana Last

  

  Business Response

  Date: 10/15/2024

  Hello, thank you for reaching out. We are partnering with our in home damage department to verify the full amount that will be given back to you for the damages. Once we receive the updated information that will determine if we would be able to offer additional compensation to your account.

  Customer Answer

  Date: 10/15/2024

  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 am mostly rejecting the response this time since I do not want to close the case yet. I think Ashley has been continuing to act unprofessionally by dragging this out. This is still ongoing, and while I appreciate that Ashley is continuing to look into this, it is still not resolved and I do not wish the BBB to close the case. I am just looking for a refund on a portion of my delivery fees.
  
  Regards,
  
  Tiana Last

  

  Business Response

  Date: 10/21/2024

  We at Ashley Furniture **************** are pleased to inform you that we have processed a refund for your delivery charge. The amount of $199.99 has been credited back to your original payment method.
  We sincerely apologize for any inconvenience you may have experienced during this process. Your satisfaction is important to us, and we hope this refund helps address your concerns.
  If you have any questions about the refund or if there's anything else we can assist you with regarding your Ashley Furniture purchase, please don't hesitate to reach out. Our team is here to ensure your complete satisfaction.
  Thank you for your patience and understanding. We value your business and look forward to serving you in the future.
  Best regards, Customer Service Team ********************************************* **************** Corporate Office
  
  
  
  

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

  Customer Answer

  Date: 10/23/2024

  [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,
  
  Tiana Last
  

• Initial Complaint

  Date:09/18/2024

  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 bedroom set and adjustable mattress from Ashley Furniture Store, (sales **** ******** ****), on 8/31/24, sales order# ********* for the total amount of $6050.24 When the furniture was delivered one of the delivery men discovered that the baseboard was cracked before putting it together. Another baseboard was delivered but unfortunately due to the storage rails, the adjustable base and the mattress, my wife and I were unable to get onto the bed. We are both elderly and didn't feel like it would be safe to sleep on. Also, the new bed had a scrape on it!The employee that delivered the new bed took photos and told me he would forward them to his boss because he saw how high the bed/mattress stood, (3' 2"). Following that, I did not hear from Ashley Furniture Store to resolve this issue. I then called Ashley Furniture Stores escalation department and sent them photos per their request. My case number is ********. They have yet to contact me to get this issue taken care of. I took it upon myself and went to Ashley store and spoke with the regional manager, ****** ***** and he requested that I take another photo of my wife standing next to the bed, since she is less that 5' tall. I have attached photos below, for your review.All we're trying to do is return the bedframe, storage rails, adjustable base and mattress. This combination should have never been sold to us by the sales *** and this has caused my PTSD to increase!!

  Customer Answer

  Date: 09/18/2024

  Here is the address of Ashley Furniture Store per your request...

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

  Draper, UT, 84020

  

  Business Response

  Date: 09/19/2024

  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 bedframe and bunkie board is currently scheduled for pickup tomorrow between 12:30-3:30pm. Please let me know if you have any questions or concerns.

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

• Initial Complaint

  Date:09/12/2024

  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 today's date 9/12/24 I received a coffee table. The delivery person placed it against the wall standing up. I did not observe any damage to the box other then it was completely taped up around the sides. I assumed this was to prevent the box from opening up. I signed for the delivery and the guy called the office made me answer a question and took off in a hurry. After he left I lowered the box and observed someone opened it up with a box cutter and taped it back up. I called Ashley back up and the *** told me to open the box and see if their was any damage I took pictures and sent it and their ended up being damage. They told me their was nothing they could do other then return it, I would still be liable for the delivery and I can purchase another one as they can't exchange it, as i purchaed it online and now it's opened *** I would have to pay for another delivery. The supervisor who was on the phone said it's my problem, their is nothing else they can do other then change me for the second delivery, and he said they would charge me a restock fee as the box was opened, even though they shipped me a box that was opened. The supervisor said, shame on me for not closely inspecting the package or opening it up infront of the delivery guys which I was not allowed to do. Complete scam and horrible customer service and they said their is nothing that can be done as it was ordered through their website, however they can only provide assistance if I bought it in the store.

  

  Business Response

  Date: 09/16/2024

  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 are working with our team in ********** to work towards a resolution for the coffee table that was delivered defective. 

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

• Initial Complaint

  Date:09/11/2024

  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 23, 2024, we made a purchase of eight furniture items from the ****** location, including a complete living room set, a breakfast table, and a bed with drawers for my son. The agreement was that these items would be delivered and installed by your team. However, upon delivery, the furniture was left in boxes and the installation was not completed. Despite waiting a week, the installation team failed to arrive, leaving us to handle the installation ourselves. Furthermore, we discovered that the bed delivered for my son lacked the drawers that were specified in our order.I am writing to you today to express my dissatisfaction with Ashley furniture. I contacted the company, and they informed me that they would issue me a refund for the assembly, which was approximately four hundred dollars, but I have not yet received it. Additionally, they refused to exchange the bed, stating that my wife had signed for the furniture, even though it was still in the box and she could not have known that it was the wrong one. We had also purchased a warranty on all of the equipment.I have been in contact with the company both in person and over the phone, but the issue has not been resolved. I am attaching pictures of the bed we received, the bed we ordered, the emails I have received from your company, and the receipt for our purchase.I would appreciate your prompt attention to this matter.Thank you for your time and consideration.

  

  Business Response

  Date: 09/12/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we are committed to taking the necessary steps to address them promptly. Upon receiving your message, we have assigned a specialist to your claim, who will be reaching out to you for further assistance.

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

• Initial Complaint

  Date:09/10/2024

  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 8/25/2023 purchase a table set from Ashley furniture store table was delivered on 8/31/23 after a week of cleaning the table the paint started coming off. We contacted Ashley they said they will send an email on instruction on where to send pictures. We never send the email or a phone call back. as month went on the table were getting worst so on 8/25 i went inside the store and because it was still with in the one year it was Ashley responsible to change out the table but they didn't claimed they sent an email but we never received it so now I have to file with the warranty company who is now giving me a hard time when I paid ****** for the protection plan. when I looked at the invoice the email and name is spelled wrong the person should of have asked for the corrected spelling and email if she didn't know how to spell.

  

  Business Response

  Date: 09/10/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 forwarded the pictures to our ****************** for further review and would provide an update shortly. 

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

  Customer Answer

  Date: 09/11/2024

  [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:09/06/2024

  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 have been a loyal customers with **********************'s for years and always bought the protection plan even though I never had to use it in the past. For my last large purchase, I bought the protection again. Recently, I tried filing a claim with "Protect All", but so far I never heard back from them. I called and checked my status several times to no avail. Ashley's customer *** is not helping either. It looks like Ashley's changed company for the protection plan so I am no sure if **************************** is no longer a working company?$949.99 for just the protection plan is pretty expensive. I am requesting either assistance with getting some furniture ***aired or a refund/credit for the $949.99 protection plan charge!

  

  Business Response

  Date: 09/09/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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, you will need to contact the furniture protection plan GBS at ************ to file a claim.
   
  Thank you!

  Customer Answer

  Date: 09/09/2024

  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.
  
  Ashley clearly did not carefully read my complaint correctly. I already filed a claim but never have gotten a response from the company. I called several times to follow up but never got a live person (phone kept ringing without a voicemail or someone picking up the line).
  
  Regards,
  
  Puoy-***************

  

  Business Response

  Date: 09/09/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 is in communication with your regarding your open claim.
  Thank you!
  

• Initial Complaint

  Date:09/03/2024

  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.

  Bought 3 bar stools and some outside chairs plus an end table. The issue is the bar stools, we were out of town unexpectedly and did not receive the bar stools until Friday, August 23rd. We do NOT like them and tried to return them to the local Ashley Store and were informed that they do not accept an online orders and so my fianc was dealing with them in store and they contacted customer service and filed a claim. The following Monday I received an email from ************ Who informed me that I had missed the 72 hour deadline by a few hours. I have since emailed twice and my fianc has called numerous times. Neither of us receive a type of response. I had no idea that there was a 72 hour window in which to return the items or I would never have bought anything. Let alone the fact that an emergency took us out of town.My fianc has purchased $10,000 plus of furniture from Ashley and talked me into trying them and neither of us will purchase from them again if this is the type of customer service that you receive. I have never had such an experience! My hope is that a manager is made aware of how unfairly we have been treated and steps in.

  

  Business Response

  Date: 09/04/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 advise on the next steps.

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

• Initial Complaint

  Date:09/01/2024

  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 12/14/2019, I purchased a Loveseat Sofa Combo (SKU: ******* | SKU: *******) and a 5-year protection plan at the ************************************** location (not the location of my complaint). On August 17, 2022, my couch broke, and I contacted the warranty company. A technician visited on September 6, 2022, but he said more parts were needed. After weeks with no updates, I called and was told the couch was discontinued and unrepairable, so I would receive a credit. I had until January 2023 to use this credit, but I struggled to find suitable items, having just furnished my home.I visited the ****** location several times but found nothing. Expecting a baby, I wanted baby furniture, but they had none and directed me to the 91 S M.L.K. ************************* location (the location of my complaint). I visited around 11/19/2022 and was assisted by ******* (sales **** and a manager. They said they had no baby furniture but could convert my expiring insurance credit into a non-expiring store credit for that location. At the accounting desk, a lady spent about 30 minutes processing this. When I asked for proof, they assured me it was recorded in their system.Now, in August 2024, I called the store to confirm my credit, but they said there's no record. The current manager mentioned only a note about the insurance credit expiration and said the previous manager, who made the promise, no longer works there. They refused to honor the commitment.This has been an unfair, misleading experience. I was promised a non-expiring store credit applicable only at this store, and now its not being honored. I request my promised credit be reinstated and an investigation into the employees involved for the deceptive or fraudualent activity they may have been doing if this isn't normal ****** protocal.I am reaching out because the 91 S M.L.K. **** location is not resolving my issue. Attached are my purchase invoice and proof of my ****** review.

  

  Business Response

  Date: 09/02/2024

  Thank you for reaching out to Ashley Furniture Industries, **** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we are committed to addressing them promptly.
  Regarding your issue, the credit issued by Ashley Furniture expired on December 2, 2022. Credits are valid for only 30 days, not an unlimited time period. However, an extension was offered, granting an additional 3 months on your account. At this time, we are able to reinstate the credit, but it must be used within 30 days from the reissue date./

  Please let us know if you have any questions or concerns.

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

  Customer Answer

  Date: 09/04/2024

  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 would like to have the credit reinstated, and I'm okay with spending the credit within 30 days once it's reinstated. However, I'm not ready to have the credit reinstated until we are completely satisfied with Ashley's resolution. Ashley is offering the same amount of credit that belongs to me, which the manager had previously offered for an unlimited time. I believe Ashley should offer more to compensate for the stress and time spent on this matter. I also want to be able to use the credit at any Ashley store and online.

  The employees and the manager at the *** location in ********* were not helpful at all. They refused to understand my concerns at first and tried to push it off to the ********* store. Then the store manager didnt believe what I said and refused to look into the issue. I would like corporate to talk to the *** store staff about doing a better job in the future at helping customers. ********************** corporate should understand that this is a serious matter. Its not okay for a store to not honor a previous promise and brush off customers like that.
  

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

  

  Business Response

  Date: 09/05/2024

  Hello,

  The credit will be reinstated for the exact amount issued in 2022, which is $925.00 for the price of the power loveseat. We cannot offer any additional amounts, and we do not have documentation of any offers made by a store manager.
  Please note that the credit can only be used in Ashley's Furniture Home store and cannot be redeemed on the Ashley's Furniture website. Typically, the credit can only be redeemed at the original home store where the purchase was made. Please let us know which home store you would like to use the credit at, and we will coordinate with the home store regarding the transfer.

  Regards, Ashley Furniture Industries, ******************** SR

  Customer Answer

  Date: 09/05/2024

  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.
  
  It should at least be $925 plus the taxes I paid. $1001 was the original amount. 
  
  Is ******* working at the *** store? And who was the manager that worked at *** on the night of 11/19/2022? Can you pull up video footage that night? 
  
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/05/2024

  Hello,
  Taxes will be included in the reselection credit. Unfortunately, we are unable to access the camera footage from an incident that occurred in 2022. Please contact us once you are ready for the credit to be processed.

  Regards, Ashley Furniture Industries, ******************** SR

   

   

   

  Customer Answer

  Date: 09/05/2024

  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.
  
  So does ******* work that the *** store still? And does the manager I talked to in 2022 work there still? 
  

  Who is giving the credit? Ashley corporate or GBS?
  
  Regards,
  
  *********************

  

  Business Response

  Date: 09/09/2024

  Hello, the credit was authorized by GBS but will be entered in the system by Ashley's furniture ***************** Please advise once you are ready to have the credit reissued.

  Thank you,

• Initial Complaint

  Date:08/30/2024

  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.

  We bought our sofa on 10/24/2022 and at the same time we bought a protection plan which appeared on the invoice as a 5 year Furniture Protection plan at the cost of $289.00. Just over 1 year later, we noticed that we had a circular area of peeling material on one of the seats. On 4/23/2023, I called in a claim. I informed ***** and then Rose that I thought it was a manufacturers defect as I wasnt sure why it happened. They told me it was not covered. The claim number was #*******. Later, my 87 yr old mom, who shares our home, told me she used a microwavable hot pad disc while on the couch. This made sense as the cause of the damage given the shape. We submitted the new information, claim #*******. They continued to list our sofa as leather. To date, we have not been able to get them to correct this error or listen to our discovery of the cause of the damage.They rejected our claim.On 6/3/2024 my husband spoke to ***************************** and *****, who were sympathetic, agreed that is was listed as a leather on the claim, even though it wasnt and they expressed that they agreed the shape of the damage did appear to not be due to a manufacturer defect and they opened a case #********. Furthermore, they said that Protectall was so bad that Ashley no longer works with them. This was this first we knew that the company wasnt owned by Ashley. They assured us they would get back to us. When they did not, we both went back in on 6/16/2024. Again, they were sympathetic. They said they would send the information to **** (the regional manager) and *********************. We never heard anything from anyone after that point.We believe we should be able to appeal the decision and provide new information and have our sofa covered. It is clear Ashley HomeStore and their Protectall are ignoring us and the details of our case, including the fact that our couch is not leather.

  

  Business Response

  Date: 09/02/2024

  Thank you for reaching out to Ashley Furniture Industries, **** 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 replacement on the REC Sofa w/Drop Down Table has been approved and is currently scheduled to take place on 9/06/2024. Please let us know if you have any questions or concerns.

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

  Customer Answer

  Date: 09/02/2024

  [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.  I am very thankful for this resolution which is beyond what we asked for, just a repair.
  
  Regards,
  
  *****************************