ComplaintsforAshley Furniture HomeStore Southwestern

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The store would not accept a return on a picture set. Out of the several items bought, the sales associate informed us just the pillows were not returnable. The store denied the returns as well as the manager. There was no damage to the pictures and we only had them a few days.

  

  Business response

  12/08/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 this consumer's concerns, we reached out to our management team with our retail store. Per our policy on wall art and accessories, we will not be able to offer a return or refund.
  
  
  Per policy, which can be found on our website, wall art and accessories are non-returns per policy: Special order accessories, area rugs, lamps, wall art or other items that were ordered by customer request, are not eligible for reselection or return.
  
  
  Regards,  
  Ashley Furniture *********** **** 
  Corporate Office 
  JD

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch in May of 2020 - a zipper broke and a repair was done in April of 2021. That repair has now failed - and the couch frame has separated. I called to get support for warranty repair - but they do not warranty their warranty work and the limited lifetime warranty will not be honored now that it is outside the 1 year window. The quality of their product is terrible for it not to last more than 1 year. I would like the record to reflect how poor the quality is and warn other consumers against purchasing from them in the future.

  Customer response

  12/01/2021

  This order was placed online at www.ashleyfurniture.com and the email I got says this: 

   

  This email was sent by:
  Ashley HomeStore
  One Ashley Way
  *********************************

   

  Let me know if you need anything more. 

  

  Business response

  12/04/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's  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. 
  ? 
  After review of the consumer's  concerns, we reached out to our management team with our online sales department. The items are outside of the warranty, so we would be unable to schedule a technician. However, we have processed a 150$ refund back to the consumer's original form of payment. Please allow 3-5 business days for the funds to reflect back to the card used at purchase.
  ? 
  Regards,  
  Ashley Furniture *********** **** 
  Corporate Office 
  JD

  Customer response

  12/06/2021

  [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

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ***** sofa with love seat. It came with a five year warranty. The recliner would not recline anymore and a technician decided the whole sofa is no good and I have to get a new one. I was offered ****** in store credit and asked if it can be mailed to me. Someone from the store called me and said the reclining sofa would be delivered to me 11/8. The sofa never came and I was rescheduled for Saturday. I was told the sofa never made it in the truck and again it would have to be rescheduled. By this time the store credit was determined to go to the store since I was getting a replacement. To find out the sofa was discontinued and never to actually be replaced. I want the ****** to be sent to me and no longer want to do business with Ashley furniture. I went to the store and spoke to the store manager ***** who offered ****** making the credit ******. Im still asking for the funds to be mailed to me. I went to the store and all the furniture was marked up even higher making it unaffordable for me to select anything.

  

  Business response

  11/17/2021

  We would like to respond to *********************** we are not affiliated with the Ashley Company in *******, **. *********************** would need to go through the Ashley store he purchased from for any returns or credits. We do apologize we are unable to offer the refund of the warranties as you are requesting because we do not have in our records of your purchase in our system.

  Customer response

  11/30/2021

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

  

  Business response

  12/08/2021

  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 to further investigate the issue regarding the Consumer's claim. After reviewing, We are unable to approve a refund for the Consumer's items.
  ?Per the terms and conditions, cash equivalents are not permitted under the plan terms. The Consumer's plan allows for the exchange or reselection of furniture from the original store (or parent store's locations). As a courtesy, we can extend the Consumer's credit up to 6 months from the date of the original credits in order to reselect something, Putting the credit's expiration in February.
  
  Regards,
  Ashley Furniture *********** ****
  Corporate Office
  BD

  Customer response

  12/09/2021

  [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

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Beautyrest mattress worth 2000$ and mattress protection from Ashley on Memorial Day weekend.Two months after using our mattress started showing the following concerns - * the springs in one section make noise when someone sitson it.* it dips in various places; especially the edges.* it showed a visible linear bump in the middle and you cannot sleep on that.* whenever anyone sits on the mattress the surrunding area sinks in deeply indicating the springs are damaged.* our new born gets flipped on the mattress when someone sits or gets up from the other end. This is a big safety concern for us as this has risk of suffocation.Ashley technician have visited and confirmed that the mattress has issues and has marked it defective. They are ready to give an even exchange. We do not want to risk taking the same mattress again due to the poor built of mattress as it is a safety concern for our newborn. We are willing to reselect the mattress and pay the difference, if any. If not, we would like refund so that we can take our business to a reputable store.The store manager disconnected the phone when we wanted their email address to share the issue initially. On visiting the store, ************************* (the store manager) said that we could reselect ***** and ****** firm mattress instead and that it will be delivered within a week.After a month since that, we only heard back from ****** once and we have sent him lot of follow up emails. He doesn't reply to our emails and doesn't attend our calls when we call the store.

  

  Business response

  11/30/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's situation. We take these matters seriously and want to ensure the proper steps are followed so a resolution can be reached in a timely manner. 
  
  Upon receipt of this consumer's complaint, we have reached out to our management team at our retail store. We have arranged for the consumer  to visit the store to select new furniture, and pay the difference 
  
  
  Regards,  
  Ashley Furniture *********** **** 
  Corporate Office 
  JD

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the alisdair bedroom furniture set less than 6 months ago. I bought the bed frame, two side dressers, dresser, and chest. It cost me over $1400. I have had to call out a tech to come fix the two side tables, and chest because of wobbling and drawers that stick out. Both issues were not fixed. I have also had to order slats for the bed frame to support the mattress because they cracked after a week of use. Just today, one of the slats completely ripped out one of the side rails and another slat completely cracked inward. The whole bed frame is completely inoperable. I want at the very least a complete refund for the bedframe if not the whole entire furniture set refunded. I am sick and tired of this cheap, terribly engineered bedroom set.

  

  Business response

  12/01/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumer's 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 receiving  the consumer's complaint, we have reached out to the online management team. We have scheduled a professional service technician to fully inspect and advise of any manufacturing defects for 12-22-2021. Once the technician submits the report back to us we will reach out to  the consumer  to further discuss and resolve the situation.  
  
  
  
  Regards,  
  Ashley Furniture *********** **** 
  Corporate Office 
  JD

  Customer response

  12/03/2021

  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 reconsider my complaint until I get a complete refund for the bedroom set. This will be the third time a technician is coming out and I do not have faith the issue will be resolved. Again, until a refund is given, my complaint stands.]
  
  Regards,
  
  *********************

  

  Business response

  12/08/2021

  Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this customer's 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 customer's concerns, we reached out to our online sales management team. We have approved a return for all the customer's items. Once the return request has processed we will reach out to the customer to schedule a pick up date. Once the items have been scanned back to the warehouse, the customer's refund will be processed.
  
  Regards,  
  Ashley Furniture *********** **** 
  Corporate Office 
  JD

*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. ↩