Complaints

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

close

Find a Location

Ashley Furniture HomeStore has 59 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ashley Furniture HomeStore

  1000 St. James St Winnipeg, MB R3H 0K3

  
• 

  Ashley Furniture HomeStore

  925 18th Street North Brandon, MB R7A 7S1

  
• 

  Ashley Furniture HomeStore

  116 Nature Park Way Winnipeg, MB R3P 0X8

  
• 

  Ashley Furniture HomeStore

  901 64 Ave NE Calgary, AB T2E 7P4

• 

  Ashley Furniture HomeStore

  115 1921 Strachen Rd Medicine Hat, AB T1B 0G4

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:10/11/2023

  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 do not remember the date that we visited the store and purchased the furniture, but it was approximately late April early May of 2023 and it was delivered to us on the 5th of June 2023. We bought a brand new table, 4 chairs, and a three piece sofa set. Immediately upon assembling the table. I noticed that my table leg had a sizeable chip out of it and I was unable to properly connect a second leg as it was missing the needed hardware to do so. I had reached out that very day, but with great difficulty. June 7th, I received a response stating that they business was experiencing "a major system outage." and that they had received the claim and would reach out. On June 26th I reached out once again stating that it had been just over two weeks with no response. On July 28th, had made a second claim that the bracket on the arm chair had bent (even though it had only been used in the manner it was intended). It is now November 10, 2023 and the problem still remains. Ashley has re-booked and cancelled on me many times and I have been very patient, but this last time has really pushed me to dissatisfaction. On November 6th, they offered me November 10th as a new date. I responded within 8 minutes. Since they did not say I missed my opportunity as they have in the past I assumed it had been booked. This morning (November 10th, 2023) I requested an ETA and they just notified me that I did not respond in a timely manner. I had responded within 8 minutes, and had sent them proof of that. I had to book the day off work, luckily my schedule allowed for me me to be away today.

  

  Business Response

  Date: 28/11/2023

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate your appointment has been rescheduled for Dec6

  We look forward to working with you for resolution

  Regards

  Customer Answer

  Date: 28/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told time and time again that there would be someone coming to fix the furniture.  Dec 6 is simply another rescheduled date. I guess we will see if they show up. At this point my faith is very slim. 
  
  
  
  Sincerely,
  
  
  
  Jarri ********

  

  Business Response

  Date: 05/12/2023

  Hello

  Thank you for the reply

  Our records indicate Your service is scheduled for Wednesday, December 06 2023 between 12:45-3:45 PM

  We look forward to working with you for resolution.

  Regards

• Initial Complaint

  Date:26/10/2023

  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 visited Ashley furniture ** ****** ******* on May 27th 2023 I ended up purchasing a pull out sectional and Ottoman. It was delivered on June 23 2023. On July 8th I had called Ashley's regarding the couch creaking. They sent out a technician who took the fabric off the back and found damage to the frame. He put a piece of wood into the couch and reattached the fabric. On July 17th I had contacted Ashley's again regarding noise the couch was making and that the cushions seemed to be sinking. The technician came out and said the couch was fine. A couple weeks later I had sat on the couch and heard a snap. I believe the frame broke again. I contacted Ashley's a third time around early September. I informed them that i heard a crack when I had gone to sit on the couch and that the frame is siting on a slant. This is causing my mom and I back pain to the point that the couch is unusable. After arguing with them trying to get the couch they finally sent a technician with new cushions on October 20th. We had told them the cushions were not the issue but the frame was. The bed is almost sitting on the floor and every movement on the couch is incredibly loud due to creaking. The technician looked at the bed, let us know that his English isn't very good. Then said that he needed to put in his report and that there was nothing he could do. The technician did not look at the frame and had put in his report that the mechanism was fine, not sure where that came from. ** **** ****** ** ********* ** *** ********* I called Ashley's to tell them about the false report and that the frame is still an issue. They argued that I was wrong and there is nothing wrong with the couch. I have paid a lot of money for a product that I can't use. At this point I would like them to take the couch back and refund my money. **** *** **** ********* *** * **** **** ******** * **** ********* *** ****** ** ****** **** ** *** **** ** *** ****** ****** *** ** **** *** **** ********

  

  Business Response

  Date: 13/11/2023

  Hello,
  
  Thank
  you for contacting us and we are sorry to hear about the concerns around your
  product.
  
  We
  would need to start a service warranty claim on the affected item/s. To do so,
  kindly follow the steps below to start a report with our virtual assistant Eva:
  (Please provide the name and phone number that is associated to the order or
  account)
  
  1. Go to our website at
  ashleyhomestore.ca
  2. Click on the "Chat With
  Us" button on the bottom right-hand corner.
  3. Enter your name and phone number,
  then click "Start Conversation".
  4. Click on "Live Agent",
  then "Service", and select “New Claim”
  5. You will be asked a series of
  questions and photos to be attached to your file. We recommend taking the
  photos ahead of time as the conversation will time-out after a certain amount
  of idle time.
  
  You
  can also have this conversation done via SMS by sending a text message to
  **************
  
  If
  you have any further questions or concerns, please do not hesitate to reach out
  to our guest care department at **************. Our office is open Monday to
  Saturday 9am-7pm central standard time.
  
  
  Thank
  you,
  

  Customer Answer

  Date: 13/11/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have done the self service in the past and it has gotten me no where. I see this issue as unresolved.
  
  
  
  Sincerely,
  
  
  
  Patricia ********

  

  Business Response

  Date: 15/11/2023

  Hello

  Thank you for the reply

  Our records indicate you have contacted our guest care department and arranged service.

  We look forward to working with you for resolution

  Regards

• Initial Complaint

  Date:02/10/2023

  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.

  June 25th, on order #*********** we purchased a sectional couch and recliner with a tentative delivery date of July 5th. The couch arrived on July 19th, one section damaged, the delivery team told me to call my salesperson and a replacement would be sent. Sales representative told me to call Guest Care who told us a replacement would not be sent, repair only, unacceptable. We went to the store and we were told to email the Manager of the store. We did so and never heard back. After another email, we were told it was being escalated. Nothing. I called Guest ***** Care July 25th and finally caved to the “repair” option. The parts were ordered and I was told to reply to the email when they arrived and they would send a tech over for repair. I emailed on August 3rd that the parts had arrived…nothing…then again on August 25th…nothing. I called today and was told I should have called, just another excuse. We have run out of patience, we want the couch gone as all it’s caused is frustration and anger. * **** ********** ***** ***** *** ***** ***** ****** **** ******* *** **** 

  

  Business Response

  Date: 11/10/2023

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate your product was approved to be exchanged and we are awaiting the arrival of the replacement product. once it arrives, our office will contact you to make delivery arrangements.

  Regards

• Initial Complaint

  Date:18/08/2023

  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 placed an online order with Ashley Furniture on Jul 3, 2023. I was given the estimated delivery date for Jul 21, 2023. This is how I chose between several businesses. With a small baby in the house and renovations undergoing, the eta is very important to me. As of today’s date, I have only received 2 out of the 4 items on the invoice. Those 2 arrived in the first week of August, after I contacted them several times. It needs to be mentioned that I didn’t receive a single phone call/email/text regarding the status of this order, not a single follow up in 6 weeks. I am contacting them every week, only to be given contradictory information. I asked to speak to a supervisor/manager on shift. That was denied by the customer service centre, and was told they are speaking in behalf of the supervisor. For the remaining 2 items I am told one day that they have one of them in the warehouse and it can be shipped right away (but no further follow up), or that I need to wait another couple of weeks for all items to be in the warehouse because they don’t ship single items…Basically, every customer service agent comes up with something different, and the prior conversation ‘doesn’t exist’. I am frustrated, disappointed, upset with their costumer service approach and total lack of accountability. Six weeks after placing the order I only have half of it, no clear answers about the remaining to, no clear communication on the business’ part, and a mess of a house while waiting on the dresser. My request is for them to contact me and fix the situation. This is my first ever BBB complaint against a business, I never encountered these practices and total lack of communication and accountability.

  

  Business Response

  Date: 29/08/2023

  Hello

  thank you for contacting us and we are sorry to hear about your experience.

  our records indicate your order is scheduled for delivery for 08/29/2023

  we look forward to completing your order as scheduled.

  regards

  Customer Answer

  Date: 29/08/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was given a Jul 21, 2023 eta when placing the order ( the only reason I went with Ashley). Then it was moved to Aug 8, 2023. Then it was moved to Aug 30, 2023. Yesterday I received a call from Ashley just to be told that now the eta is Sep 7, 2023. 
  
  Sincerely,
  
  
  
  Anca ********

  

  Business Response

  Date: 02/10/2023

  Hello

   

  The rug has been delivered, on 09/08/2023 and the order is considered fulfilled.

   

  Back on 08/17/2023 the guest was offered either a refund on their delivery fee, or an upgrade to white glove delivery service, or a reselection on the rug to choose a different one.

   

  We are unable to control shipping delays.

  Thank you

  Krystle

  Customer Answer

  Date: 02/10/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:        The business’s answer only aggravates my initial complaint. Two months of delay answered with ‘we do not control shipping delays’ means nothing to a customer. ****** **** **** *** ******** ** **** **** ** ********** **** ** ****** ******** ** **** ***** * ***** **** ** ********** ** ** ******* ** ***** ********* *** **** * **** ******** ******** ** ******** * ********* ****** **** *** * **** ******** ********** ********    
  
  Sincerely,
  
  
  
  Anca ********

• Initial Complaint

  Date:27/07/2023

  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.

  Picked up a coffee table today July 26th paid $******* I went to the delivery center and picked up the package and the box itself looked in pretty rough shape and wasn't factory taped also parts of the box were missing one of the flaps. So it became pretty obvious they were ******* **** **** ** **** *** trying to give me a table someone else had already returned. I want a complete refund and to be paid for my travel & time and I'd also like an apology.

  Customer Answer

  Date: 28/07/2023

  All I want is a refund and they said they will charge me a restocking fee of 25%. *** ** **** **** ****** All I want is my **** ****** money back *** **** *** ****** ** ***** ** *** ******* ********* **** **** ***

  Customer Answer

  Date: 28/07/2023

  They also say in there refund agreement that if returned within 7 days its a 10% restocking fee and after that it's 25% I've tried to return the very next day and they stopped me from returning the item and they are not letting me return the item **** *** ****** ** **** ** *** ** *** **** * *****

  

  Business Response

  Date: 01/08/2023

  Hello,

  Thank you for contacting us and we are sorry to hear about your experience. 

  Our records indicate the table was brand new and that your file has been approved for a return. The restocking fees will remain on your account as an instore credit  to be used towards a future credit.

  Regards

• Initial Complaint

  Date:07/07/2023

  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 purchased a love seat and sectional 1,5 years ago- the frame is completely falling apart on both ( * *** ******* ********) they are refusing to acknowledge that is not ok and will provide no solution. We did not purchase insurance for 2 years- These items should not be falling apart after 1.5 years.

  

  Business Response

  Date: 11/07/2023

  Hello,

  Thank you for reaching out to us. Your claim has been received, and unfortunately, as of 12/29/2022 your 1 year manufacturers warranty has expired, and you did not purchase extended warranty at time of sale. At this time, as you do not have warranty coverage, any repairs will have to be done at your own cost.
  If you have any questions or concerns, or would like to proceed with setting up service, please call in to our guest care department at ***************

  Regards

  Customer Answer

  Date: 11/07/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the fact the a couch will fall apart after 1,5 yes of use is unacceptable- the fact that they sell insurance for their products- obviously knowing they will fall apart is unbelievable to me- never in all our years owing a home , have I had furniture fall apart after one and a half years.

  
  
  
  Sincerely,
  
  
  
  Catherine *******

  

  Business Response

  Date: 18/07/2023

  Hello,
  Thank you for reaching out to us. Your claim has been received, and unfortunately, as of 12/29/2022 your 1 year manufacturers warranty has expired, and you did not purchase extended warranty at time of sale. At this time, as you do not have warranty coverage, any repairs will have to be done at your own cost.
  If you have any questions or concerns, or would like to proceed with setting up service, please call in to our guest care department at ***************
  Regards

• Initial Complaint

  Date:16/06/2023

  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.

  Purchased Queen Sofabed delivered 2 weeks later on June 14 2023 While here delivery man and I noticed hole in fabric on arm he photographed it and told me to go to Ashley on St James street they would take care of it. Pulled out bed found frame of wood severely damaged and fabric not finished inside The store told me couldn’t do anything about it had to deal with customer service and gave me number to call which is only a app you talk to and gave me a claim number 2 days later given another phone number to call thru my email and told me they would send a repair tech out I told her due to quality issues and damage I wanted a replacement She told me Ashley and Dusfrene policy on all new purchases is repair only No Replacement on damaged furniture This should be posted in stores No one would purchase brand new furniture and when delivered badly damaged goods as in my case frame of sofabed just think they can repair it and not replace it Thanks Brenda

  

  Business Response

  Date: 21/06/2023

  Hello,

  Thank you for contacting us and we are sorry to hear about your product concern. 

  Our records indicate we have a technician scheduled to address the concern and look forward to working with you for resolution

  Only in the event we are unable to restore the unit with parts and or technician services can we review for a replacement.

  Regards

   

• Initial Complaint

  Date:12/06/2023

  Type:Billing 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 bought furniture from Ashley Furniture and they added a protection plan without explaining the full cost . I requested cancellation of protection plan and they agreed to do it but they haven’t still done it . $******* is a lot of money from protection plan and I have been waiting for 2 weeks to get credited . I need your help to get them to process this credit - sales invoice #**********

  

  Business Response

  Date: 21/06/2023

  Hello

  thank you for contacting us and we are sorry to hear about your concern.

  Our records indicate your refund was processed on 06/15/2023

  This is complete

  regards

• Initial Complaint

  Date:05/06/2023

  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.

  Claim is about a mattress purchase in August of 2022 and the mattress has deteriorated causing back problems after a short time. *** *********** *** ******** ** ** *** ******** **** *** *** ********* We are requesting a refund or exchange.

  

  Business Response

  Date: 21/06/2023

  Hello

  thank you for contacting us and we are sorry to hear about your concerns.

  Our records indicate the impression on your mattress measures 1 1/4 inches which is within manufactures standards.   The manufacture will deem a mattress defective if the impression is 1 1/2 inches with no pressure applied.

  please monitor the concern and if it worsens please let us know and we will be more than happy to come reassess to determine if the claim can be submitted to he manufacture for review.

  at this time, we are unable to offer a replacement.

  regards

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising 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 went to Ashley's in person to see what we were trading for, and we asked twice for all the information about the new item. The branch manager(Ekansh B*****) and salesman (Bruno) both refused to prepare the papers in person and said we get sent an email to make the payment." **** ***** **** *** *** ***** ** *** ****. in good faith, we believed it and paid online our contract was oral as we believed they were gonna do what they promised.
  When we received our mattress, we found it was a floor model. It smelled very bad and used. The one we ordered was 17.25. The one we received was 16.25. There was a big difference between the prices online e and in-store. They gave us a used mattress. We are very disappointed with the customer service. This should not have happened under any circumstances. We called and did not receive a phone call back to see what happened with the situation. The manager and the salesman did not serve us as they should with customers. We do not trust them, we want a refund for our mattress. We cannot trust to negotiate to buy another item with the manager and the salesman

  

  Business Response

  Date: 09/05/2023

  Hello

  Thank you for contacting us and we are sorry to hear about your experience.

  Our records indicate there is an exchange in the system and the delivery is scheduled for 05/12/2023

  We look forward to working with you for resolution

  Regards

  Customer Answer

  Date: 11/05/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we can't trust them they sell items used not new plus was floor model ,  over charged me about $**** than the original price , another charge $*** for item they don't send
  
  
  
  Sincerely,
  
  
  
  Samer ********

  

  Business Response

  Date: 15/05/2023

  Hello
  Thank you for contacting us and we are sorry to hear about your experience.
  Our records indicate there is an exchange in the system and the delivery needs to be scheduled. 
  We look forward to working with you for resolution

  The request to refund the order is declined. 

  Regards