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.

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Ashley Furniture HomeStore has 59 locations, listed below.

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• 

  Ashley Furniture HomeStore

  1000 St. James St Winnipeg, MB R3H 0K3

  
• 

  Ashley HomeStores Parry Sound

  5 Mall Dr Parry Sound, ON P2A 3A9

• 

  Ashley HomeStores Prescott

  707 Lawrence St Prescott, ON K0E 1T0

• 

  Ashley HomeStores Espanola

  613 Centre St Espanola, ON P5E 1H4

• 

  Ashley HomeStores

  2316 Larch Ave Quesnel, BC V2J 5T9

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:13/02/2023

  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.

  On January 30,2023 purchased a night stand from Ashley furniture Canada online.
  The package arrived and on opening it realized the product is damaged with broken railing and the crack on one leg(*** ******** *** *********).
  Contacted the support and they mentioned something will be done in 48 business hours.
  However never heard back from anyone.
  $****** paid.
  Nobody answers the call when contacted the call support.
  **** ******** ** *** *** **** *** ********* **** ** ***** ** *** ***** ******* ** **********. Please help address this matter with the above mentioned seller.

  

  Business Response

  Date: 14/02/2023

  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: 14/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have already completed a chat complaint and haven't heard back yet
  
  
  
  Sincerely,
  
  
  
  Sachin ******

  

  Business Response

  Date: 15/02/2023

  Hello

  Thank you for the reply and we are sorry to hear you have not heard back

  We have re logged your claim and you should hear back within 48 business hours

  Thank you

  Customer Answer

  Date: 15/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I still haven't heard back from the seller about the resolution. The damaged product needs to be replaced since it arrived broken.

  Once the matter is resolved will accept the final resolution then
  
  
  
  Sincerely,
  
  
  
  Sachin ******

  

  Business Response

  Date: 28/02/2023

  Hello

   

  Thank you for the reply

   

  The replacement parts have been ordered for this guest since 02/15/2023, to be shipped directly to their home. anticipated arrival is within 2-4 weeks.

  If the customer requires assistance with installation, they will need to call our guest care department once the parts have bene received to arrange an inhome technician appointment, at **************

   

  Regards

   

• Initial Complaint

  Date:27/01/2023

  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 purchased a couch, I very much like the couch, however when I purchased it, the salesman at Ashley specifically told me that the material would NOT tear (I previously had a faux leather couch that ripped and tore within months of purchase and I wanted to avoid that issue with my new couch) He told me that it was a polyester blend that looks like leather and was extremely durable, should we have any issues with the material tearing that a warranty would cover the cost of re-upholstering it.
  
  Well the material tore, it is peeling off the arm rest and along the seat of the chaise! I contacted Ashley, I went into the store, I spoke with 3 customer service reps to have them honour my warranty and nothing! The 1st guy told me leather is not covered under warranty and I assured him this is NOT leather. 2nd guy, said the same, and insisted the couch was leather because we had also purchased a leather cleaner from Ashley! The 3rd then told me that fibre or material is not covered under their warranty for repair either. I’m being told different things, they insisted it’s leather, which they only cover material, another tells me they only cover leather and the fibre material is not covered!
  The 2nd guy said that they would send a technician to my home to evaluate and repair the couch within 7days, after 2 weeks no one contacted me. I contacted them again and they just blew me off. Didn’t even inform me that they refuse to send a technician.
  I was ******* misinformed about the couch when I purchased it, ******* *** ******** **** ******* ** *** ******* * ****** **** ** **** * ***** ** **** **** ** * ******** **** ******** **** **** **** *** *** ****** ** ***** ********** ******* ********** ** ****** ** ******** **** *** ** **** *** ******* ******* ********** **** ***** ***** **** *** ******** ****** **** *** ************* 
  I am beyond frustrated with this company, I have been trying to deal with this issue for almost a YEAR now and had zero progress!

  

  Business Response

  Date: 31/01/2023

  Hello,

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

  Our records indicate your product is a bonded leather, and the concern you are facing is not covered under the warranty or extended warranty.

  Your claim is declined

  Regards

   

  Customer Answer

  Date: 11/02/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No where does this product label say it is leather, genuine leather or bonded leather.

  the customer service agent I spoke with was basing the assumption that the couch was leather on the fact that we purchased a leather cleaner around the same time so that we could clean ANOTHER piece of actual leather furniture we own.
  
  
  
  Sincerely,
  
  
  
  Anthony ********

  

  Business Response

  Date: 28/02/2023

  Hello

  Thank you for ending the rebuttal and images.

  The product is still a bonded leather product and the peeling is not covered under the extended warranty coverage.

  The claim is declined.

  Thank you

  Krystle

• Initial Complaint

  Date:23/01/2023

  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 sofa from Ashley furniture ******* **** ******** on 10/25/20 with a promise that it will be delivered within weeks but it took months.
  
  We also purchased guarantee with this sofa that cover ripping , loose stitches , fraying . I send then pictures twice for their attention and then they said they will be sending technician home for inspection. The technician came and said that the store will have to issue credit to you or exchange/return. Asked for our preference too. When we heard nothing from Ashley I calling them and they said everything is under manufacture standards** * ********* **** *** *** *** **** ** ***** *** *** ********* *** ** *** *** ***** **** ****** ********* ***** Previous a technician came to deliver dining table and we complained about sofa cushions not staying in place— he said it was not installed properly.
  
  We complained to customer service about it that why it wasn’t installed properly while their have been technicians who visited but no one saw it. They send another technician who would completely disregard/ disagree with what previous technician said. We have been complaining to them about it , they did nothing saying this what you purchased.
  
  We complained about sofa frame making noise which is covered too they gave us the same reply that everything is under manufacturer standards.
  
  * ***** *** *** *** **** **** ******* **** ********* **** *** **** ***** *** ** *** ***** ************ ********** *** ******** ***** **** *********** *** ******* **** **** *** ******** ***** **** *********** *** *** ***** **** * ****** *** **** **** ******* ** **** ** ******* ** ******** ** ******** **** *** *** *** ******** ******* ***** ***** *** ** **** ****** **** **** ***** ** **** ******** ******* **** ****** ******* ***** *** ** ******** ****** *** *** ********** **** *** ******* * **** ******* ****** ********** Completely disappointed. ** ******* ********** ** ** **** ** *** ** **** ********* ** ***** ** ****** *****

  

  Business Response

  Date: 30/01/2023

  Hello

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

  Our records indicates our technician has inspected your sofa and has been the deemed the concerns you have reported are non-warrantable under the manufacture or extended warranty coverage. 

  Regards

   

  Customer Answer

  Date: 30/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  * **** ******** **** their extended warranty covers . Frame defects are covered, fabric failure is covered, seam separation is covered and one can see clearly how badly seams are coming off********* **** **** ** ******** ******
  

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

  *** **** *** ********* ***** *** **** **** ****** ********* ***. ** * ** *** ******* ******** **** * **** **** **** ** ****** **** ******** ******** ******** *** **** ** ******** ** ******** **** ***** ****** *** **** **** **** ****** *** *** ****** *** **** *** **** ********** **** ** * ******** ***** * **** ********* ** **** ***** ***** **** ********* *
  
  Sincerely,
  
  
  
  Bhagya ******

  

  Business Response

  Date: 31/01/2023

  Thank you for the reply.

  The seams are not separating as seen in the images *********

  The claim is declined until a warrantable concern can be observed.

  *******

• Initial Complaint

  Date:05/12/2022

  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 purchased a floor model lamp **** *** ******** ****** ******** on November 5, 2022. I was told this lamp was in good working condition with no problems. I got home and a couple of weeks later used this lamp and began to have electrical issues in my home which required me to have an electrician come into my home to diagnose and repair. The electrician was able to diagnose the problem as coming back to the lamp each and every time the lamp was turned on and would cause a problem with the circuitry in the house causing a short and the breaker fuse to trip and requiring an electrician to access the electrical panel and repair and reset. Hence this lamp is unusable. I explained the issue to guest services who took down the information and later informed me that the manufacturer declined the request for a refund and therefore nothing would be done about this matter. This is completely unacceptable. Weeks prior to the purchase of this lamp, I was in the store and spent approximately $**** on new furniture, *** *** *** * ********* *** **** * *** ******* ** ****** ** ***** ** ******** ***** ***** ***** ** ********* ** **** ******* * ********** *** **** * ***** *********** I am totally disappointed that as a customer who in good faith bought a lamp I was told had no problems am now stuck with * ***** ** ******* that Ashely won’t refund. On top of that, I had to hire an electrician to fix the problem (loss of power)this lamp caused to my house. * **** ***** **** ** ****** ****** *** **** * **** ***** ******* ****** ** ******** ***** ******* ** **** ***** ***** ******** ** * **** ******* * **** *** ******** **** ** *** **** ******** ******* **** ******** ********* **** ****** 

  

  Business Response

  Date: 14/12/2022

  Hello

  Thank you for contacting us and we are sorry to hear about your lamp!

  We have entered an reselection under order ********** for you to return the lamp and exchange it for something of same value. Any value exceeding the original purchase price you will be responsible for. Any amount less than the original purchase price will remain on your account to be used towards a future purchase. 

  Please visit your local showroom to make you new selection.

  Regards

• Initial Complaint

  Date:23/11/2022

  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.

  RE: order ********** 
  I purchased a sectional sofa on Nov. 10, 2022 with delivery scheduled on Tuesday 15th at around 9:00 a.m. I paid an extra $149.00 for "white glove" delivery service which included delivery & installation.
  
  When the delivery men from Ashley tried bringing the sectional through the entrance doorway to my unit they tried forcing it through the door. It did not fit as it still had the packaging on it. After a while they were able to move it back, which allowed me to remove the door, which took about 3 minutes to remove the 9 screws that attached the door to the door frame. Once the door was removed the unit fit in easily.
  
  These are professionals and the sectional did not fit in easily right away I do not understand why they did not ask to remove the door right away. In trying to force the sectional through the door, the delivery men broke the door knob to the entrance of my unit, which left it unlocked, ripped the railing off of the wall, dented the wall by pushing the door knob into it, damaged the drywall around the railing and in general left a mess for me to clean up. I called Ashley right away, but since their store is based out of Winnipeg it did not open until 10:00 a.m. on the 15th and filed a complaint. They told me that it would be investigated and I would have a resolution in 2 t o3 business days. Today is November 23rd, 9 days since the delivery and 7 business days. Ashley has not tried calling me back to resolve this problem. I paid more than $2,100 for the sectional and services.
  
  I have since then had to buy and install a new entrance way door knob, repair the broken railing and spent hours of my time driving to stores and trying to find the correct items for these repairs and doing the repairs. Ashley does not seem to care this caused my front to to be unlockable since the door knob was destroyed. The workers expressed no guilt at causing damage to my unit. I have also had to explain the damages to my landlord

  

  Business Response

  Date: 01/12/2022

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

  Our records indicate your claim is still under review and once we have a reply from the transportation department, our office will contact you to discuss further.

  Regards,

• Initial Complaint

  Date:22/11/2022

  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 was told by ******* that my score has fallen as Ashley Furniture claims I owe them money. I have never received any furniture from Ashley’s. I need proof of owing them anything. I also need them to also remove their claim from my credit report as they are preventing me from getting credit.

  

  Business Response

  Date: 25/11/2022

  Hello
  
  Thank you for
  contacting us. 
  
  All financing
  questions must be directed to ********** **********  You can reach them
  here:
  
  ******** ****************************************
  ****** **************
  
  Kind regards

• Initial Complaint

  Date:14/11/2022

  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 received a coffee table and end table damaged right out of the box. I took pictures right away and forwarded them to the customer care team. They told me a technician would come to my house to repair them. It's been over a month now and I'm still waiting.
  The last person I spoke with I told her I wanted them to just come and pick it up as I no longer want it due to the time frame I've been waiting. She told me I only had 2 business days to return it. If they hadn't of told me it was going to get repaired obviously I would have sent it back within that time frame.
  Needless to say I'm paying for damaged furniture sitting in boxes. * **** ***** *** **** **** ******* ********

  

  Business Response

  Date: 18/11/2022

  Hello,

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

  We look forward to working with your for resolution as arranged based on the terms of sale.

  Regards

• Initial Complaint

  Date:21/10/2022

  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.

  Re: account # **************** and customer # **********
  On July 16,2022, I bought a [name of the product Queen bed set,
  1. Dresser model ************* ******** 2. Bedroom mirror model ************* ******* 3. King/Cal king panel footboard model ************* *******
  4. Five drawer chest/flynnter model ************* ******* 5. King panel rails model ************* ******* 6. King/Cal king panel headboard model ************, ******* 7. S&F Millenium II PL ET TXL MA model ************* ********* 8. S&F Millenium II PL ET TXL MA model ************* ********* and
  9. Delivery service set in bedroom. $149.00 ** *** ******* *** ** ******* *** ****** delivered on August 20th,2022 and the total transaction is $6,317.49 including National tax $282.50 plus Tax $385.00.
  
  Unfortunately, the product has not performed well, and the service was inadequate because the side panels for the footboard and headboard are broken and both mattresses S&F ripped on the bottom, I think when they put together the bedframe and mattresses it was damaged. Because I bought the display model but, very sure have nothing damage at all products.
  To resolve the problem, I would appreciate a refund for all the above listed items.
  I have tried to call and text them pictures of the damaged products for Ashely guest care several times. They sent someone to look at the damaged items who took pictures and apologized for the inconvenience and said they will be calling you. I have called back and have been stuck on hold for at least 30 minutes and they hung up on me. I have been to the store in person, and no one will assist me, and tell me to just simply go call guest care.
  I am very disappointed in the services provided, and my family currently does not have beds to sleep on for 3 months! If this issue is not resolved immediately, * **** ** ******* **** **** * ******** ********** ****** ** ***** *********** ***** *** *** ******* ** **** **** ******** ****** ************ 

  

  Business Response

  Date: 01/11/2022

  Hello

  Thank you for contacting us and for speaking with our guest care department yesterday regarding your claim.

  At this time, the mattress does not come with any manufacturing warranty and the claim cannot be processed.

  Regards

• Initial Complaint

  Date:18/10/2022

  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 Frigidaire Professional model ******* on August 31, 2022. The salesperson was Addis *******. The fridge worked fine at first but the light in the freezer wasn’t working. We contacted customer care and they had a technician call us and he informed us that he would order a part and then come out to look at it. Since then the entire fridge quit working altogether and we had to throw out a lot of (expensive) food. We tried speak to customer care several times and they kept promising the technician would call us but he never has. It has been over three weeks now that we have not had a working fridge. Ashley’s refuses to do anything about it.

  

  Business Response

  Date: 25/10/2022

  Hello,

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

  Our records indicate we have been in contact with you and the manufacture. AT this time, we must wait for the manufacture to provide their reply on how to proceed with your claim. Once we have heard from them , our office will contact you to discuss further.

  We look forward to working with you as discussed.

  Regards

• Initial Complaint

  Date:03/10/2022

  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.

  Hi there,
  My name is Jassie and I had purchased a two-piece sofa last summer from Ashley Furniture. I was on a financing term, however I continue to get charged interest on the sofa when I've already paid the full amount. I've tried reaching out to several employees who work at Ashley, but no one is able to help me out. Every time I ask to be transferred over to someone who can resolve my issue, they are unable to provide me with anyone to speak with. They say that their manager is busy or will call me back about the issue, but never do. I need to know why I continue to get charged interest for nothing and need this stop as soon as possible. It is hurting my credit and taking money that I do not owe from my account. I'm just seeking a resolution here without taking any legal action. As long as I get the interest to stop accruing and for Ashley to refund me back the money that they took from me from the time I had paid the full sofa off, I will be happy.
  
  Thank you so much,
  
  Jassie

  

  Business Response

  Date: 04/10/2022

  Hello
  
  Thank you for
  contacting us. 
  
  All financing
  questions must be directed to ********** **********  You can reach them
  here:
  
  ******** ****************************************
  ****** **************
  
  Kind regards