Business Profile

Furniture Stores

Ashley Furniture HomeStore

Complaints

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

Customer Complaints Summary

237 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

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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:29/01/2025
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.
A detailed account of the issue is attached to this claim.

To summarize, I bought a reclining sofa and loveseat set from Ashley HomeStore on boxing day. I took possession of the loveseat the next day and noticed it was damaged and defective upon receipt. I immediately called the store and requested a replacement - this was denied and they refuse to help me saying I must now deal with their corporate customer care team. Ashley technicians and delivery workers have both acknowledged the damage and defects in the furniture and I have been waiting for service to resolve this issue ever since despite multiple calls to the local Ashley store and the corporate customer care and parts departments.
Customer Answer
Date: 06/02/2025
The feet for the loveseat arrived February 5th and were installed. They did not resolve the issues with the right chair of the love seat which was defective upon delivery and has seemingly worsened as a result of the time delays in addressing the initial damage.
The Right seat of the loveseat is not level, the reclining mechanism does not function properly and the chair is very loose.
* ** ********** * ***** ** *** ******* *** ** **** **** ******* * ***** *** ****** *** ***** *** ** *** ** ******** ** *** **** ***** ** ** ********* ******** ***** ********

***********************************************************************************
Business Response
Date: 21/02/2025
I left a voicemail for ***** ******** and emailed ****************** ******
Customer Answer
Date: 24/02/2025

Complaint: ********

I am rejecting this response because no direct contact with me was made and no solution has yet been offered. An Ashely HomeStore representative called and emailed me almost 45 minutes after their closing hours on Friday night so when I tried to respond with 15 minutes of the missed call there was no one to speak with. I have called the representative back multiple times without answer on Monday morning February 24, 2025so I left a voicemail requesting a callback. I am still waiting on that callback at this time.

Sincerely,

James ********
Business Response
Date: 28/02/2025
Spoke to James today. Guest sent in photos and description of the issues with the loveseat. I have reviewed photos and informed we are exchanging loveseat. Informed that we do not have in stock and soonest is due to arrive mid March. Guest aware of ETA and will follow up until we complete the exchange.
Initial Complaint
Date:27/01/2025
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.
This is a refund dispute Ashley is not giving me the money I am owed. * **** **** *** ***** *******.

I was charged ******* on November 29,2024 for a bed and dresser. The dresser did not fit and the delivery team took it back right away.

I called the o line number. then when I asked for a refund I was suggested to buy something else. So I order a living room set with the online team and payed the difference. And was charged on the credit card again for *******, on December 22, 2024. When the chair arrived it didn’t fit.

The total amount paid to Ashley is over $****.
I got an email saying I would be refunded $**** (that I didn’t receive it) and I spoke to 5 different people on the phone with customer care, online sales, and the Ashley ********** store. And all of them can’t explain how I’m being refund that amount when I’m expecting over $****. Ashley has given me emotional distress, Holding funds the don’t belong to them. * ***** ***** ** ***** ******* ** ***** They can’t get away with this *** *** * ********** ********, **** ******** ****** ** *** ******** ****** ********** ****** *** ***** ****** ****** ** **** **** ** ******

Since dealing with Ashley I have one bed and Ashley has over $**** from me and it’s been very difficult to get my money back. *** ***** ****** I would like my exact full refund, I don’t want Ashley to have any more of my money, they can keep the bed charge, but everything else I would like refund.
Business Response
Date: 30/01/2025
I left a voicemail for ***** ******** and emailed ************************ today.
Initial Complaint
Date:22/01/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought this sofa from them. It was delivered November 1, 2024 and come January it was no longer fit to sit on. We purchased warranty in case of anything and now we are getting a run around. They said we will replace all cushions by end of January, we have received 2 of 4. Now we are being told end of February they should all be in. And hopefully by march someone may be able to come service the sofa. The cushions are a problem but we are telling them there is no support at all in the base. The base is causing the main issue. Their response was get pillows then file another issue if the base is causing the issue. The amount we paid for this sofa with paying *** for full warranty is horrible. **** *** ******* ****** **** *** I don't want this sofa it's killing us to sit on it. I either need a whole new sofa or my money back for it and the warranty
Business Response
Date: 30/01/2025
I called ***** ******** and emailed **********************. Guest received parts and is scheduled for service for 2/1.
Customer Answer
Date: 30/01/2025

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.

Sincerely,

**** *********
Initial Complaint
Date:17/01/2025
Type:Customer Service 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.
Dec 28, 2024 ordered ***** Reflexion® Boost 2.0 Lifestyle Adjustable Bed - King from *********************************** (order #**********)
Jan 3, 2025 bed base delivered in wrong box
Jan 7 opened box to discover wrong remote, wrong legs, power cord damaged, chat with Ashley rep who opened Ticket #*****
Jan 9 8:18 AM rcvd email response from Ashley rep ***** with video on measuring mattresses that did not address the reported issues of missing/damaged parts upon delivery
Jan 9 11:03 AM chat with Ashley rep ******* who advised to respond to email explaining all details of original ticket again and said I had to call regular Ashley Guest Care 1-800-737-3233 if I was dissatisfied
Jan 9 11:19 AM clld Ashley guest care 1-800-737-3233 rep ******* who said only Ticket #***** was opened but it's not a service request, he opened Service order #********** and said I would hear today if they have the parts and he will follow up with me
Jan 9 11:38 AM while on phone with ******* discovered previous chat rep ******* sent me without advising to chat agent ******, I resent all photos via chat as requested, confirmed parts list request was sent to ***** by ******* on Service order #********** but remote wasn't ordered so ****** added remote
Jan. 9 12:18 Ashley chat rep ****** transferred me back to chat rep ******* who advised 2-4 weeks for Ashley to get parts then Ashley would follow up with me
Jan. 9 12:28 clld Ashley guest care 1-800-737-3233 due to difference between timeframes of same day vs. 2-4 weeks, rep ***** said no way to get parts faster, said no option for credit back to payment card but after resolved Ashley could offer "guest appreciation" on gift card, requested send email to his manager ***** *. for callback
Jan. 9 12:43 using post-call survey requested connection to leadership team member ***** *. same manager who got email request, he said they should have parts like cord and remote in stock in warehouse and will try to track them down and follow up with me
Business Response
Date: 30/01/2025
I left a voicemail for ***** ******** and emailed "********@gmail.com" today. Parts are est. to ship by February 25th.
Customer Answer
Date: 30/01/2025

Complaint: ********

I am rejecting this response because: this business' response is inaccurate. Ashley furniture did not call me today, I have no missed calls and no voicemails. An estimated arrival date of my missing/damaged parts at the Ashley Furniture Warehouse on Feb. 25, 2025 which will then be followed by an additional delay in which the business expects me to call them and book a technician appointment and have their tech bring me the parts, is an unacceptable timeframe. Feb. 25 is 8.5 weeks from the original delivery date of my bed base on Jan. 3, 2025 and occupies significant floor space in my home. Further, Ashley Furniture has not provided and partial refund for the original condition of the partial base the business sent to me, nor for this impactful delay. I want all of the parts of the bed base which I purchased and I want them in working order, sooner than Feb. 25.

Sincerely,

*** ********
Business Response
Date: 14/02/2025
I left a voicemail for ***** ******** and emailed "********@gmail.com" today. ****** ***** is ordering parts for guest. The estimated time of parts arrival is February 25,2025.
Customer Answer
Date: 21/02/2025

Complaint: ********

I am rejecting this response because: I did not receive any voicemail message from the business. This is the second time that Ashley Homestore claims to the BBB they have called me and left a voicemail, but I have zero missed calls or voicemails on the dates that Ashley made those claims. I still don't have the parts for my bed base. I haven't received any refund. Nothing has changed since the Jan. 3, 2025 delivery of an incomplete and defective product. Ashley Homestore has resolved nothing and the business still has my money without providing the product for which I paid.

Sincerely,

*** ********
Business Response
Date: 26/03/2025
I spoke to *** and he stated he received all of the parts needed and assembled the bed himself. Stated he was working with a ***** to get some sort of compensation. I have reached out to ***** as well to see what exactly we are trying to offer so that we can compensate guest.
Customer Answer
Date: 26/03/2025

Complaint: ********

I am rejecting this response because:
Although I finally received the remainder of the bed base on 14 March 2025 from my order on 28 December 2024, almost 2.5 months after the original partial/defective delivery on 3 January 2025, the issue is unresolved. I have over 40 documented contacts with Ashley Homestore/Dufresne plus directly with the manufacturer ************, as I needed to force the business to order and ship the parts for the product it sold to me, and then intervene with the manufacturer directly when Ashley Homestore agents failed to order parts and ordered incorrect parts. Every step of this process was initiated and monitored by me, the purchaser, with frequent inaccuracy and dishonesty by agents from Ashley Homestore.
Ashley Homestore has not yet provided compensation for the severity and duration of the problem. I request a Ashley Homestore credit, in addition to a refund to the credit card used for the purchase of the $****** delivery fee I paid to Ashley Homestore for this fiasco of a multi-step delivery.

Sincerely,

*** ********
Business Response
Date: 28/03/2025
I spoke to *** and he stated he received all of the parts needed and assembled the bed himself. Stated he was working with a ***** to get some sort of compensation. I have reached out to ***** as well to see what exactly we are trying to offer so that we can compensate guest.
Customer Answer
Date: 01/04/2025

Complaint: ********

I am rejecting this response because: I still have not received the refund of the delivery fee I paid $*****+HST=$******. I agreed to accept the delivery fee refund to the credit card I paid with or via e-transfer to ********@gmail.com but Ashley Homestore has not refunded me.

Sincerely,

*** ********
Business Response
Date: 01/04/2025
Refund has ben submitted. It will be refunded to same form of payment. Credit card can take anywhere up to 10 business days to reflect. will follow up once accounting has completed refund for guest.
Initial Complaint
Date:10/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a recliner on November 5th. I paid the tax in the amount of $*** on the same day . As per the terms and conditions, I have cancelled it on Nov.6 within 48 hours for the full refund. I have been told that cancellation department would call me within 2 days. Someone from the cancelation department called be in 2 days and confirmed that cancellation processed on Nov.13. And it would take 10 business days to refund it to my credit card. Since then, no refund received. Called customer care 7-8 times. I’ve been told that the refund has been processed. They send a ticket to accounting to investigate the issue. I have checked my bank and no refund seen. Dec9, went to the store but sales manager couldn’t help too much. He contacted customer care via text message. As a result, a ticket issued to find out what the problem is. He told me that he didn’t have access to call them.
Business Response
Date: 20/12/2024
I left a voicemail for *** ******** and emailed ******************** today.
Initial Complaint
Date:02/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
November 18, 2022
Invoice #*********
Ashley Furniture* ***********

Purchased sofa - $*****+tax
Purchased insurance on sofas in case of damages $******+tax for a 5 yr protection
- sofa started to rip in various areas
-contacted Ashley’s and they told me that I had to contact the company from which the insurance was purchased which I did set them all the information that they requested and nothing was done
- as per them my sofas were not covered in that plan that we were sold
*** **** **** **** *** *** **** ** *** this company not only sold a product that was not covered in the warranty but did not care that the sofa is a piece of *******
Business Response
Date: 20/12/2024
Mrs. **** is out of the 1 year warranty. The plan is for the furniture in which guest purchased. The extended warranty covers accidental incidents. From the photos appears to have been denied due to accumulation. We cannot override warranty denials. There is nothing we can do as it is out of warranty on our end. This is closed.
Initial Complaint
Date:02/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company delivered a new dresser to our home on October 31st to replace a dresser that had defective drawers. The movers brought the new dresser into the house and placed it in our son's bedroom which is right next to the main bedroom. This was just temporary until they removed the other dresser from the main bedroom.The new dresser was on the moving blanket the entire time, from the front door to my son's bedroom. The movers were careful and cautious during this step.They removed the blanket from underneath the new dresser and brought it into the main bedroom to proceed with removing the dresser that had the defective drawers.They dragged this dresser through the hallway, using the moving blanket, and left it in the living room with the intention of bringing this dresser outside on their way out. They then proceeded to move the new dresser that they had temporarily placed in my son's bedroom into the main bedroom, but the moving blanket was not used at this point because it was still underneath the other dresser in the living room. They removed the box and packaging from the new dresser and glided it against the wall. My husband and I proceeded to inspect the new dresser for any damage or defects. While I was signing the delivery acknowledgement, my husband noticed two scratches on our hardwood floor. We immediately brought it to the movers attention. One of the movers tried to tell us that the scratches could have been there before. He continued to avoid any responsibility whereas the other mover was more sympathetic. He took pictures of the damaged floor and said that he would report it. He also told me that I had 48 hours to report the damage myself, which I did. Then they removed the defective dresser out of the house (with the moving blanket that was underneath it). I reported the damage on Nov 1st and received a follow-up email on Nov 5th. The company is denying any wrong doing and refuses to accept responsibility for the damaged floor.
Customer Answer
Date: 02/12/2024
On November 25th, I called the Ashley Home Store headquarters (******** ****** *** ******** **** ********). The receptionist was very apologetic regarding my issue and questioned why the email correspondence was with a DSG representative in Texas when my claim should have been managed by the Canadian headquarters. She transferred me to extension no. **** so that somebody could help me with my claim. I left a message and nobody called me back or did a follow up regarding my claim.
In my email communication with the DSG representative, I asked that they call me to discuss the matter further but with no success. The only communication I had with this company was via email. Nobody had the decency to call me regarding this issue. Very unprofessional on their part.
Business Response
Date: 20/12/2024
I spoke to Jeanne today. Guest is upset with the denial of the Property damage. Informed guest that we are unable to override the denial from the claims department. Informed that we can send it back to the claims department, however there is no guarantee they will reopen as they have already denied. Guest upset with decision and stated they will take it further. There is nothing more we can do. This is closed.
Initial Complaint
Date:02/12/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding a defective sofa set purchased from Ashley Home Furniture ** ******** **** with an extended warranty on March 2023. The sofa developed stains that couldn’t be removed, and the love seat ripped at the back.

We contacted customer service on September 6, 2024, and on October 29, we submitted a written complaint to ******************** but no response was received. My wife also had numerous phone conversations, during which we were promised service instead of store credit to purchase a new sofa.

On November 20, a technician finally arrived but did not have all the necessary parts to complete the repair. We are still waiting for a resolution. ********** *** ** ** ******* ******* *********, we had to move the sofa to the garage, leaving our family of five, including three young children, without essential furniture for over two months.

We request Ashley Furniture take back the defective set and provide store credit for a replacement that better suits our needs. ** **** ****** ** *** ******** ********* ** *** ******** ** ** ******* ******** *********** ***** *** *** **** **********
Business Response
Date: 20/12/2024
Guest is out of the 1 year warranty. Service was closed. Per notations stains were caused by a persons hands. That would fall under the extended warranty in which guest would need to make a claim for the stains.
Customer Answer
Date: 23/12/2024

Complaint: ********

I am writing in response to Ashley Furniture HomeStore recent reply regarding my warranty claim for the stained and ripped sofa. ************** **** ******** ******* ********** *** **** ** ***** ************** *** ************ ** ********** **** ******
To clarify:
1.Original Claim: My original claim involved both a rip and a stain on the sofa, and photos of the damage were submitted to your store.
2.Service Incomplete: Despite the technician’s visit, the rip remains unaddressed because they did not have the correct parts to complete the repair. Additionally, while one stained section was addressed by replacing the cloth, another stained area still requires replacement. This has not been resolved.
3.Prolonged Delays: The service process began in October but has been rescheduled by your store more than three times, causing unnecessary delays and inconvenience.
4.Incorrect Information: It is extremely frustrating *** ********* that the store has provided incorrect or incomplete information throughout this process. This has only added to the delays and confusion, demonstrating a lack of accountability and transparency.

The fact that this issue remains unresolved after months is both disappointing and unacceptable. I urge you to take immediate action to resolve this matter

Respectfully

Zabi ******
Business Response
Date: 30/01/2025
I left a voicemail for *** ******** and emailed ******************** today. Guest had a service on the loveseat as courtesy. Service completed on 1/29/25. No other issues reported. This is closed.
Customer Answer
Date: 30/01/2025

Complaint: ********

I am rejecting this response because:

I formally express my dissatisfaction with the resolution of my complaint regarding my sofa. While the repair was completed, my original request was for a replacement or store credit. We agreed to the repair only as a temporary solution out of necessity, not as a satisfactory resolution to the issue.

Additionally, the process took nearly five months, which is an unreasonable delay. Given the extended wait time and the fact that my complaint has not been resolved to my satisfaction, * ******* ************ ** ********* *** *** ************** * ***** **** ** ********* ** ****** **** ***** * **** ********** ** ********

Sincerely,

Zabi ******
Initial Complaint
Date:14/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dissatisfaction with a recent purchase I made from Ashley Furniture Canada. Below are the details of my order:

Order Number: ********** Product(s) Purchased: Sofa

I am writing to express my deep dissatisfaction with the ongoing issues related to my recent purchase from Ashley Furniture Canada. Despite multiple attempts to resolve the matter, my experience has been frustrating, and I am still left with an unsatisfactory product and poor service.

I have tried to contact their complaints team and no ones seems to care.

The sofa has been making noises and causing other issues like saggy foam and their technicians came 5 times to my house since last couple of months to fix it but were unable to do it as they told me its a defected frame so now they have asked me to send it to warehouse for which I am not happy to send as they have opened the sofa already multiple times and failed to fix it.
The sofa has been made worse and making more noise and foams which they just replaced less than 30 days have gone saggy again. I am concerned that when they take it to warehouse they will damage it further they way they did it before. I have given them fair time to fix it but they are now being unreasonable and not willing to refund to replace.

I am requesting that you take immediate action to resolve this matter. I would like to receive a replacement for the sofa or receive a full refund

I trust that Ashley Furniture Canada will address this issue in a timely and professional manner. ****** *** ** **** *** *** ****** ** ******* **** ****** ** ** *** **** ******* *********** **** *** ***** *** *** **** ********* ** **** ******* * **** ******* ** **** ****** *********
Business Response
Date: 20/12/2024
I called to speak with Mr. ****** today. Guest requested a call back.
Customer Answer
Date: 23/12/2024
Call me on **********
Initial Complaint
Date:08/11/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Nov. 3rd, my parents bought a dining set. The delivery was scheduled for Nov, 6th. We contacted customer service many times. They don't know what is going on with the order. Any attempt to contact the store from us or from customer service fails.
Business Response
Date: 12/11/2024
I spoke to Maya today. Guest was scheduled for 11/6,however the item that was purchased was not put into the sale and there was nothing to deliver. Informed guest of ETA showing to be 11/24 and cannot have delivered until 11/26. Guest will speak to parents and see what they want to do as far as keeping order with refund of delivery fee and waiting or cancel. Guest will call back.

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Ashley Furniture HomeStore is BBB Accredited.