ComplaintsforAshley Furniture HomeStore Southwestern

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 01, 2023, I visited the Ashley Home Furniture store located at *************************************************, where I made a substantial purchase of a couch, purple mattress, and dresser.During my visit, I inquired with the salesperson about a suitable pillow for back sleepers. The salesperson recommended a specific pillow, which I subsequently purchased due to its thickness and softness. However, upon receiving the pillow on November 29, 2023, I noticed that it appeared significantly flatter than I remembered. Initially, I assumed it might expand with use, but when it became apparent that it wasn't getting any thicker, I decided to return it.I paid $200 for the pillow and expected a high-quality product in return. Given the issues I encountered, I sought to exchange the item. To my disappointment, when I brought the pillow to the store, I was informed that I could not exchange it because the packaging had been opened. I escalated the matter by contacting the store management, but regrettably, they reiterated the same stance.Subsequently, I reached out to Ashley Home Furniture corporate offices to request a refund, as I believed the pillow to be defective. During this communication, I explained that the pillow seemed to be missing some of its filling. Despite filing a request and providing photographic evidence of the defective pillow, I received a response a few days later stating that they would not refund the money.This situation has left me feeling extremely dissatisfied and frustrated as a consumer. When a customer invests a significant amount of money in a product, it is reasonable to expect a corresponding level of quality and customer support. This experience raises concerns of a potential bait-and-switch tactic, and it undermines the trust I had placed in Ashley Home Furniture as a reputable establishment.

  

  Business response

  12/27/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore Management. The consumer was advised to reach out to BEDGEAR directly regarding any warranty-related concerns. Per terms and conditions, all sales are final; we apologize for the inconvenience.  
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  12/27/2023

  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 you order something from Ashley chances are good they wont send what you ordered. Bait and switch tactics.
  
  Regards,
  
  *************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 2023 I purchased a sleeper sofa for my mom to use while she visits us. A family member recommended to buy it from Ashley Furniture as she has purchase a sofa sleeper herself. I was greeted and helped by a sales person, I explained the situation, showed him the sofa bed my sister had and he recommended another sleeper sofa because I have children and the material was supposed to be best. I asked him if the mattress and all the components were the same as the one my sister had and he said yes and that all sofa sleepers they sell are the same mechanism. I went ahead and make the purchase and even got warranty on the item. Few months passed by and my mom says this is not the same mechanism as what your sister has and this is not well built and the quality is poor. I was surprised so I went ahead and call and later visited Ashley and then call couple of times expecting a call from the manager, well I was giving the round around and so I was able to speak to the manager and she said too bad, we cant refund you the money, the sales person is gone for issues like this but too bad for you there is nothing we can do, the return policy doesnt allow us to process a return. I questioned them about the company standards. Ashley should refund me the money because they lied to me and took more than a $1,000 and do not want to accept responsibility. They are deceiving and need to be make accountable. I asked them if I could get the sofa bed I originally asked which was the same as my sister and/or exchange it and they said no, and that is most likely that the quality is not the same anymore. I wish they were honest when making the sale. Now that there is a problem they honestly said that not all mechanisms are the same even when they claim all his employees say the same to make sales. Management did not seem to care about Ashley reputation.I am attaching pictures of both my sister and my sofa.I would like my money back and they can take their sofa back

  

  Business response

  12/18/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. Per the terms and conditions, For any item received damaged or with a manufacturers defect, notify customer Care within 72 hours of delivery and we will work with you to repair, replace, or pick-up the item for a return. Otherwise, ALL SALES ARE FINAL. We will not be able to approve a return/refund/re-selection; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I went into Ashley furniture store on 11/25/23 to purchase a fireplace and a couch set. We ended up finding what we needed and purchased both items. We paid ******** debit card and the rest on an Ashley furniture card. Originally I tried to pay cash and the rest on store credit card but the store manager **** who helped my husband and I asked us to drive to the bank and deposit the cash we tried to use and pay with my debit card in case we had to return the purchase that it would take less days to process the return. We got our couches delivered and the fire place insert our stand was to be delivered on a later date. It never arrived and it got rescheduled two more times. I called Ashley furniture store and ask for a refund so I can go buy a fire place at a different store that could have one in stock because I had originally planned to buy a fireplace for my husband who is going thru chemotherapy and he is always cold and I figured this would help him stay warm. But Ashley refused to give me my money back.Now Im left without a fireplace, no money to purchase a new one. I called the store multiple times I spoke to **** (he never returned my call) I spoke to *** another store manager and she also could not help me all she could do is refund the fireplace on my synchrony card but not debit. All they could say was sorry that they made a mistake but they could not help me.

  

  Business response

  12/20/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that a refund for the Tv Stand was issued back to their consumer synchrony account and may take up to 2 billing cycles to reflect on statements. The fireplace insert was picked up on 12/19/23, we are working on getting the consumer refunded; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attachments.Another desired settlement due to the behavior mentioned in the attachment letter regarding the delivery person that traumatized me are two area rugs to be placed on my cold floor. Also, the delivery of two end tables that I was given four different delivery dates but have not shown.

  

  Business response

  12/14/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that a re-selection credit was issued for the sleeper sofa (Cm *******). We are working with our billing department to correct the error with the tables. Once corrected, the consumer will be provided with the tracking numbers. We are also working with management regarding the consumers request for the rugs; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/5/23, my husband received a damaged dining room bend with snags in the material along with a scratched dining table on the surface. My husband and I decided to forgo the scratch on the table and live with it but cannot use the bench portion of the dining room set. On 12/5/23 at 5:53pm when I got home from work, called over to Ashley furniture and asked for *****************, the salesperson who sold us the furniture. They said ***** was not working (I spoke with *************** who created case #******** for me. She told me to give her 24 hours to get this resolved and she will have someone call me. On 12/6/23 and 12/7/23, I did not received a call back. I then called 12/7/23 to reguard, our insurance who handles damaged to see about getting a technician out here, they said the resolution had to come from Ashley's customer service line. I called there right after the reguard call, they said at first they couldn't find the order, spoke with ******* at the store with customer service on and ***** was still not available, they said they never heard of *************************, who's email I received asking for picture of damage by the twos. I did so and confirmed that customer service got them, they did. The case number they said was not correct and that they had to reissue the original case #********. I then, while we were on the phone, sent the copy of the serial number under the bend with 2 photos of the damaged bench and I asked for an exchange. The lady said i would hear back from someone within ***** hours. It's now passed that and haven't heard anything. I read a lot of scary stories and looked on this website to see that many people have had problems with Ashley and has encouraged me to open this case. All I need is an exchange for the bench, but I cannot get anyone to speak with me. I even offered to take the one on the showroom floor that is usable. I cannot use the one we have, but refused. Can you help me get exchange for bench?

  

  Business response

  12/18/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. We were advised that parts (Bench cushion, legs, and hardware) were ordered and expected to be delivered on 12/18/23; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an online order with Ashley furniture for a mattress, delivery date of November 30, 2023, after placing the order and confirmation the date said November 30, 2023, then later the date turned to ships within 5 to 6 weeks. The amount of $303.43 is only pending, I canceled the order twice, called customer service and was told to wait until a shipping date to cancel. In the *** it says any order placed within 48 hours will be canceled immediately. Now I'm getting the run around, I want my money released so I can get an honest company with an honest delivery date. This was a shady thing to do to a customer expecting the bed to be delivered on the date promised, then turn around and put 5 to 6 weeks, I will never buy from this company again. Just release my money for order #************, so I can buy my needed bed.

  

  Business response

  12/05/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Online sales management. We were advised that the order was canceled and the authorization charge was removed; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer response

  12/06/2023

  [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

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a couch 3/23/23, I did it on the phone with a sales person I was very hesitant because the couch I was interested in was sand colored, I informed him I ran an in-home daycare as well having 2 children myself and he reassured me if I bought the protection program for $349.99 that I could get my couch cleaned whenever I wanted to. Well it got to where I needed care on my couch and I called and they said I needed to call the protection program and they told me I needed to send in pictures so I did I get no reply. I end up calling a few weeks later and they have no document of me calling even though "I was on a recorded line" I was following up to when they would come and clean my couch and they had no record so I asked if we could set something up and they asked for pictures and I sent pictures and they informed me they could not clean the couch because they only do spot cleaning. Meaning I had to call and make a claim for each individual spot. I was not informed by the sales person about this and told the protection plan that you realize if I did that you would be here every day? so I asked for a refund. and he set me up with that. I have been calling every couple of weeks to see when I would be getting my money back with nothing but them being annoyed with me. I even asked to return my couch because I was lied to and they said there was nothing they could do because there was nothing wrong with the couch even though it was fraud for them to lie. I just want my money back and I don't want any one else to fall for this scheme. I will never purchase from Ashley furniture again.

  

  Business response

  11/22/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to the Furniture Protection Plan. We are working with them to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a large amounts of furniture for our business. the items were continually delayed even after promised in the beginning of October. and the final pieced delivered were sleeper sofas. advertised as full sleeper sofas. these are 5 inches short of the standard full matress and 3 inches shy on width. they do not fit our purposes, as an adult cannot fit on these. ****** customer service defines "not fit for purpose" as "does not fit in home/undeliverable" we have been seeking to return these items since they were delivered. ****** will not do anything, and it is not acceptable. not only will we not ever do business with ****** again, but we warn everyone we can about their bait and switch tactics, false advertising, and non-existent customer support.

  

  Business response

  11/16/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. Per terms and conditions, all sales are final. We will not be able to approve a return/refund. We scheduled a technician for 11/20/23 to assess the items, based on their findings they will determine how to further proceed; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  11/16/2023

  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.
  
  no such technician ever contacted us. you closed out the issue without sending anyone out. your receipt says on the back:returnable within 72hrs if not fit for purpose. the way you people define this is asinine. your business practices are shoddy, and your bait and switch tactics are worse. you do not take this seriously, your company literally swept it under the rug and called it good. give us a discount to a price point we can resell these falsely advertised couches and buy what we thought we were buying elsewhere, or take a return with a refund. these are the only way that these predatory business practices can be remedied. 
  
  
  *********************************

  

  Business response

  11/20/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. Based on the technician visit on 11/20/23, The sofa sleeper is not defective.
  Per terms and conditions, For any item received damaged or with a manufacturers defect, notify customer Care within 72 hours of delivery and we will work with you to repair, replace, or pick-up the item for a return. Otherwise, ALL SALES ARE FINAL. We will not be able to approve a return/refund; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer response

  11/20/2023

  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.
  
  we did submit for return within 72 hrs we got claim number 08589430 this has not gone anywhere. your sales person lied to us. telling us that it was going to be a full sized mattress, which it is not. which is why we requested to return. we aren't unhappy with anything else in our order. just these couches. and the level of customer service we have received, has been abysmal. enough to dissuade us from continuing to purchase from ashley, and dissuade others from doing business with this company. 
  
  Regards,
  
  *********************************

  

  Business response

  11/21/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Homestore management. Per terms and conditions, For any item received damaged or with a manufacturers defect, notify customer Care within 72 hours of delivery and we will work with you to repair, replace, or pick-up the item for a return. Otherwise, ALL SALES ARE FINAL.
  The technician's visit deemed the sofas not defective. As a courtesy, we can offer a re-selection credit. A return/refund is not approved; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB

  Customer response

  11/21/2023

  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 the back of the receipt it says "unfit for purpose" for which we were wanting to return it. it is unfit for our purpose. it is too small. your definition of this term is insane. 
  
  Regards,
  
  *********************************

  

  Business response

  11/22/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. A return/refund is denied. We can offer a re-selection credit; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a queen size bed 6 months ago from Ashley in *********** along with insurance. The bed legs broke and I have attempted to resolve this issue for over a month. I finally had someone contacting me and send me the parts (2 bed legs) , after i sent them the model, serial number, pictures , they send me the wrong parts, they send me the outside legs with 2 screws when the picture clearly shows the middle legs with 4 screws. I sent them an email stating the issue, now they are not communicating anymore. I have not had a bed for over a month. I want the bed replaced.

  

  Business response

  11/16/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We reached out to the consumer via email for additional information; it may have gone to spam.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is no resolution, all the business is stating they contacted me and the email may have gone to spam. I checked all the emails folders there is nothing from Ashley Furniture, they either need to provide the proper parts for my bed and install it, replace the bed or issue a refund for the price of the bed. 

  There is resolution to my complaint in their response.
  
  Regards,
  
  ***********************

  

  Business response

  11/20/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We sent the consumer a follow up email.Currently, the parts are not available, and the bed is discontinued. We will be able to issue the consumer a re-selection credit in the amount of the bed; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  11/20/2023

  [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

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went online 11/04/2023 to use a lease agreement through Progressive Leasing with Ashley Furniture. Through a 'glitch' as customer service told me, my checking account was debited $324.74 within minutes, despite me filling out a cancellation form online within minutes after I realized what had happened. I called them immediately and the representative informed me the item was shipped right after it went through but she would intercept it and my refund would be done. That has been since 11/04/2023 and I have no refund and now the finance department has told me there is a 'glitch' and IT is working on the problem. This has been 2 weeks now and I have no refund and no one from corporate, finance or customer support can tell me how or when to get my refund. Because of their 'glitch' my banking account was overdrawn and the bank advised me to close my debit card because Ashley had attempted to take out 3 different amounts that day. So my bills that were ACH were sent back and I have spent numerous hours trying to call my creditors as well as numerous hours with Ashley to get to the bottom of this.

  

  Business response

  11/20/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ****************. We were advised that a refund was issued on 11/20/23 and may take 3-5 business days to reflect onto the consumers account;we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer response

  11/20/2023

  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 will not accept this until I see the refund in the account so I do not want to close the complaint.   I have called everyday since November 3, 2023 and have been lied to on a daily basis by every representative.   So when I actually have my refund in my checking account I will withdraw the complaint. 
  
  [Pleasie type your response here.]
  
  Regards,
  
  *************************

  

  Business response

  11/22/2023

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
   
  Upon receipt of the consumers concerns, we reached out to ****************. We were advised that a refund was issued on 11/20/23 and may take 3-5 business days to reflect onto the consumers account; we apologize for the inconvenience.
   
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  KB
  
  

  Customer response

  11/22/2023

  [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,
  
  *************************
  

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