Complaints

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

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• 

  Aaron's

  400 Galleria Pkwy SE STE 300 Atlanta, GA 30339-3182

  
• 

  Aaron's Rent to Own

  940 Schillinger Rd N STE 2 Mobile, AL 36608-5214

• 

  Aaron's Sales & Lease Ownership

  2556 Cobbs Ford Rd Prattville, AL 36066-7708

• 

  Aaron's Sales and Lease Ownership

  1484 7th St S Clanton, AL 35045-3745

• 

  Aaron's

  1322 E Highland Ave Selma, AL 36703-3209

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:11/20/2024

  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.

  Nov 2023 we moved from a fully furnished apartment to a house in *************. We needed a new couch so we ordered a small sectional. First they made one guy deliver this thing completely by himself. Then wonder why they cant keep drivers. Within the first 2 months the arm caved in from light pressure of a toddler and there was a rip on the cushion that connects to the back of the couch. I emailed and called customer support to get a tech out to fix it or replace it and never got a call or email back. Fast forward to Aug 2024, I still have failed to hear from any support to fix said couch. I call and ask that they transfer my new couch to a new location they state the new address thats an additional 15 mins away is out of their zone we have to move it ourselves. Okay what ever we moved it. Emailed and called again in Sept to try and get it repaired again no answers. Finally Nov 2024 I had enough of paying for a couch that was just now a year old and that was broken within the first few months I decided we were gonna return it. A member of the staff was calling for the payment and when notified that I would like them to come pick up the couch and that I would like to talk to a manager the employee got an attitude and became rude. The manager was supposed to call me back. Never did. I call the next day and the day after that to follow up again no luck but attitude and rudeness from the employees again. I then decide to call corporate the tech was great and advised a regional manager would call within 24 hours. Still havent heard from them either. Finally yesterday I hired somebody to take the couch back to aarons and as we are walking in the manager says Its the ******* one. Please know just because I live in the country doesnt mean my ruskin personality wont come out but the manager wouldnt even talk to me completely acted as I wasnt there and hadnt been calling in for multiple days to speak with him. Im highly disappointed and wont recommend this aarons to anyone

  

  Business Response

  Date: 12/02/2024

  ****,

  Thank you for sharing your feedback.  We sincerely apologize for the behavior you encountered with our staff.  Providing exceptional customer service is a top priority, and we regret that we fell short of our expectations.  Our Regional Manager has reached out to you to discuss the matter further and address your concerns directly. Please rest assured that we are taking this incident seriously and will use it as an opportunity to ensure all our team members meet the standards we strive for.  Your customer service reference number is: HSC1404386.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  Date:11/20/2024

  Type:Delivery 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.

  Aaron's has become predatory and a fraudulent. One of their managers from my local store reached out to me to try to win my business back after their multiple attempts with flyers in the mail, emails, and phone calls. I had a very awful experience with them my first time around and swore I'd never work with them again, but the gentleman convinced me things were better due to several changes. He talked me into moving forward with an order because there's a few pieces I need, I went in to the store to complete my verifications and placed my orders online as they directed me to, completed my phone verifications because they called twice, and got very excited. I gave away the furniture I was replacing because I was assured if I placed my order before 5 pm on the day I was there that I'd receive my items by the following week. A couple of days later I received an email that part of my order was canceled with only the explanation of "some information for this order couldn't be verified" and was very confused because the other two items in my order were showing they were processing still. I emailed their support email address and proceeded to call to figure out what was going on. The customer support lady I got claimed their entire system was down and she wouldn't help me. I proceeded to leave a review on their ****** site and emailed again the following day. Absolutely no replies to anything as of today. I called the store directly and the guy there was nonchalant, passive, and frankly seemed annoyed that I called. He just kept giving me fluff about how he can't see or do anything. Neither he nor the lady I talked to the day before even OFFERED to look into things to figure out what was wrong, just gave a bunch of excuses about why they wouldn't help. I still haven't even heard from the first ****** I talked to last week about things he said he'd check in to for me. He also claimed I'd deal with him directly and that's proven itself to be yet another lie.

  

  Business Response

  Date: 12/02/2024

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Our General Manager has had the opportunity to discuss with you your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1404404. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22578217
  
  I am rejecting this response because: I have gotten two calls, one was to "update" me on a question I had during the original call and the second was from the store and they were calling to tell me they were working on the refund for the washer and dryer but couldn't give me ANY information about the third part of the order that hasn't been refunded yet. Gave me more garbage about how he can't see anything about it since I ordered online.... I ORDERED EVERYTHING ONLINE! I canceled the couches and I got one refund but not the other... I have sent MANY emails to the email dress you all provided and not ONE has been responded to. This is a joke. If I have to get the law involved due to this fraud, I will. I'd rather not, but I will. This is just not ok. I don't want another phone call. I want a response to my emails so all communication is in writing. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/09/2024

  ******,

  Thank you for bringing this to our attention. We will have our ********************* Team look into this and provide you with a prompt response as soon as possible. If you have any additional questions or concerns regarding this matter, please feel free to reach out to us by email at *****************************************************************.

  Kind regards

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22578217
  
  I am rejecting this response because: you just copy/pasted the last message. I have not received a SINGLE reply to ANY of the emails I've sent and I am still owed money! Do I have to get an attorney involved? 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/11/2024

  ******,

  Thank you for reaching out regarding your refunds. We understand how important it is to have clarity on the status of your payments.

  We have processed refunds for all three of your canceled orders, totaling $75.00. Here is a summary of the refund activity:

  $25.00 refunded on 11/18/2024
  $25.00 refunded on 11/26/2024
  $25.00 refunded on 12/10/2024 (currently in progress)

  Please note that refunds may take 5-10 business days to appear in your account, depending on your financial institution.
  If you have any further questions or need additional support, feel free to reach out. Were happy to assist.

  Kind regards

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22578217
  
  I am rejecting this response because: they just keep copying/pasting the same message over and over instead of actually replying. Let alone replying to the many emails I've sent per THEIR REQUEST. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22578217
  
  I am rejecting this response because: The messages come through in a strange way and I never saw the last response til now. They are still claiming I have an account with them and that I owe them payments. Not a SINGLE person from Aaron's has called or responded to any of my emails. Their "General Manager" called one time, a couple days after I made my review, to "update (me) on the status of a couch" I asked about... Other than that I've not heard from the store again but to receive emails about payments I do NOT OWE. Let alone the marketing garbage that keeps coming to my house. I don't ever want this business to contact me ever again and I want all of my information removed from their systems. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/26/2024

  ******,

  Thank you for bringing this to our attention. Your request has been successfully processed to ensure that you will no longer receive any future correspondence from us.  If you have any further concerns or questions, please do not hesitate to contact us at **************.

  Kind regards

  Customer Answer

  Date: 12/26/2024

   
  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. Shall they ever contact me again for any reason, or if they try to say I owe them money again, they must know I will move forward with legal actions against them.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/18/2024

  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.

  Im tired of aarons calling my mom and oldest son and comming over for stuff i dont even have i want the harrasment stopped

  

  Business Response

  Date: 12/02/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Your account has been transferred to our *****************************.  You will need to contact our ***************************** at ************** directly during normal business hours to discuss your account and how we can assist you. The hours of operation for our ***************************** are as follows: Monday Friday 9am 6pm (EST).

  Kind regards

• Initial Complaint

  Date:11/18/2024

  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.

  This company is sending junk mail to us. We are NOT interested and do not want any further contact with this company. Remove our address from your marketing machine and do not contact us again.

  

  Business Response

  Date: 11/22/2024

  ********,

  Thank you for bringing this to our attention. Your request has been successfully processed to ensure that you will no longer receive any future correspondence from us.  If you have any further concerns or questions, please do not hesitate to contact us by email (************@aarons.com) or by phone (1*************).

  Kind regards

  

  Business Response

  Date: 11/22/2024

  ********,

  Thank you for bringing this to our attention. Your request has been successfully processed to ensure that you will no longer receive any future correspondence from us.  If you have any further concerns or questions, please do not hesitate to contact us by email (************@aarons.com) or by phone (1*************).

  Kind regards

  Customer Answer

  Date: 11/25/2024

   
  
  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.

  I would add one thing, however.  No business should presume it is permissible to address someone by his/her first name.  It is disrepectful.

  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 11/25/2024

   
  
  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.

  I would add one thing, however.  No business should presume it is permissible to address someone by his/her first name.  It is disrepectful.

  
  
  
  Sincerely,
  
  
  
  ******** *****

  Customer Answer

  Date: 12/11/2024

  Reopen it and let them know we are still getting junk mail.

  

  Business Response

  Date: 12/11/2024

  Camelody,

  Thank you for reaching out and bringing this to our attention. We understand your concern regarding promotional mailers.  Upon review, it appears that the mailer you received was sent prior to the completion of your initial request to opt out of future mailings. Please rest assured that your request has been fully processed, and you should not receive any further promotional mailers from us.  We appreciate your patience and understanding. If you have any further questions or concerns, please dont hesitate to contact us.

  Kind regards

  Customer Answer

  Date: 12/11/2024

   
  Better Business Bureau:
  
  I accept Aaron's response, and I hope it is accurate.
  
  ******** *****

• Initial Complaint

  Date:11/15/2024

  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 ordered a washer and dryer set last November and at the time of delivery the dryer was damaged while being pulled off the truck. I didnt know until the workers came in and were honest about what they had done. They explained to me that the damage was at the bottom of the washer and that it happened while they were pulling the dryer off the truck. I appreciated them for being honest on what had occurred. They checked to make sure the dryer still worked with the damage and stated that they had to call their boss to see what to do next; if a replacement could be ordered. They called while in my house and explained to their boss the situation. Their boss informed them that they would order a new one and have it delivered to the store and then call me to schedule a delivery date for the new one. I was told that I could keep the damaged one until they came back to deliver the replacement since the damaged one still worked. I am paying full price for this set and have been since the delivery. Its been almost a full year since this happened and I never received a call about delivering the replacement. The payment failed a couple months ago after my payment information changed and wasnt updated, and the store employees showed up at my house to collect the items back. I was able to pay the past due amount once I learned that the last payment hadnt gone through right then and there. I was upset that they were able to make their way to my home to collect the items back after not receiving a payment, but couldnt come that quick to deliver my replacement or even contact me about a replacement. I called the store after that and explained this and requested that they still give me a replacement since I have been paying full price for a supposed to be brand new item that was damaged upon delivery. The manager acted like he didnt remember the situation and said he would call back after looking into it and he never did. I still dont have a replacement and still not a call.

  

  Business Response

  Date: 12/02/2024

  Jacoya,

  We apologize for the issues you've experienced with your dryer. Our General Manager has reached out to you, and we've scheduled a replacement.  Your customer service reference number is: HSC1403161.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer Answer

  Date: 12/02/2024

   
  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:11/14/2024

  Type:Delivery 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.

  On November 4 2024 GM ********* ******* allowed an **** ***** a delivery driver to call his mother an 2 cousin to aarons to fight me. GM ********* ******* also allowed delivery driver **** ***** mom to come behind the counter to fight on top of she disclosed personal information to his mother on top of spreading lies to about an employee to a customer

  

  Business Response

  Date: 11/15/2024

  This is not a customer complaint. We are looking into the alleged conduct and will contact complaining party as needed.

  Customer Answer

  Date: 11/15/2024

   
  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:11/11/2024

  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.

  We bought a washer and dryer brand new from Aarons rental company. We made payments religiously on the products.. We then had to move out of our home and Aarons told us that we had to store them in their storage instead of our own. We paid consistently every week for our products. We then had products delivered to our home when we moved that were not ours we had to argue back-and-forth about the products. I still have a dryer in my home that was not mine in a washer that was not mine. They changed serial numbers on our agreement without or acknowledgment, thank God, we took pictures of our units before they put them in their storage. They then delivered a couch to us that we purchased and we were told that they would adjust the price of the couch because of all the trouble they have put us through and that did not happen as well. They charged me an extra $50. I also paid off a ******** switch with the company and all of a sudden my bill came from $59 to now $62 a week without any explanation from management or any of the staff. All I get is the runaround. I have tried to contact the manager and I have not been contacted from him in over two weeks. I was told that I was going to have a brand new washer and dryer at my home that I personally picked out from the catalog and that that price would be adjusted to what I owed on my previous unit that they damaged and did not tell me about the manager, tried to argue with me and treat me like a low class citizen when I expressed my frustrations on how they did not communicate or did not treat me like a paying customer. I would like refunded from the time that my washer and dryer was in their storage until present day and I would like them to come pick up the washer and dryer that they put in as a temporary hold. I will no longer do business with this company. I would like a solution, unfortunately the solutions that I spoke with the management team have not been completed by the company. They are bad business!

  

  Business Response

  Date: 11/15/2024

  ******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our Regional Manager has had the opportunity to discuss with you your concerns and is working with you toward a resolution.  Your customer service reference number is: HSC1400037. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair 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 been a returning customer of ********************** for years and even fully paid for furniture in the past. I leased a couch/sofa in March/April 2024. Unfortunately, in September 2024, my apartment was flooded by Hurricane ****** and I lost everything in my apartment. I contacted Aaron's for next steps -- who at first told me that I was out of luck, even though the app showed that natural disasters were covered ! But then the manager advised that he could come take a look at it to see if it was repairable. And he did - he came to my apartment on Oct 5th and i had to be out of my apartment on Oct 9th as my apartment was deemed unlivable. The manager took pictures and told me to not worry about the couch. Now, it's November and I'm getting contacted to make a payment. Why am I getting this when I was told not to worry? I am open to even starting a new lease but NOT when I have to pay on the old one. I feel blinded by the payments and now want everything in writing to avoid misunderstandings. I contacted via email on Nov 1 and did not get an answer. I contacted again on Nov 8 and I still have nothing. I want this lease voided as I was told. Please help resolve this.

  

  Business Response

  Date: 11/15/2024

  Kaitlynn,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  As of 11/11/2024, agreement #E2963951 has been closed out.  Your customer service reference number is: HSC1399043.  If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards

  Customer Answer

  Date: 11/19/2024

   
  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:11/09/2024

  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.

  My husband and I have fallen on hard times, and are only able to make small payments towards our bills and they act as if they cant take mini payments. But they call us both three and four times a day. And North Carolina General Statute ***** prohibits debt collectors from harassing people in an attempt to collect debt. This includes: Using profane or obscene language Making collect calls or sending collect telegrams without identifying themselves Calling a person's phone unreasonably often or at inconvenient times Calling a person at their place of work without their permission, unless the debt collector can't reach them outside of work hours Using threats or coercion, such as threats of violence, false accusations, or claiming that failure to pay will result in arrest Violating this statute is a Class 2 misdemeanor. If a debt collector is harassing you, you can file a complaint with the BBB. So mark our bills paid. Or resolve this.

  

  Business Response

  Date: 11/18/2024

  *******,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer.  Your account has been transferred to our *****************************.  You will need to contact our ***************************** at ************** directly during normal business hours to discuss your account and how we can assist you. The hours of operation for our ***************************** are as follows: Monday Friday 9am 6pm (EST).

  Kind regards

• Initial Complaint

  Date:11/05/2024

  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.

  On January 25th I purchased a mixer from aarons for my ******* September we divorced and separated.I lost my job that month as well.Because of my change in income and my living situation (I was instantly homeless)I called aarons on October 8th in attempted to return the mixer.I spoke directly with the general manager. It was the same woman who handed Me the mixer in January when I picked it up.On Oct 8th when we spoke.She stated I was only 300 dollars from paying off the mixer.She informed me that my best plan of action was to just pay off the mixer or it would negatively affect my credit.I agreed with her and she said that she would postpone my next payment to the 20th of october. I agreed that I would find a job and make plans to immediatley pay off and close the account On october 10th the payment came out of my account (overdrafting me) But I just allowed it to happen.... thinking that I'm close to paying this thing ********* October 25th.I called to check the status of the mixer.The employee. Mr ****** Stated that I owed over 800 dollars on the mixer still.I checked my account online and it says I owe over 1000 still and have payed 600+ dollars to *********'s where I stand.I want to return this mixer.And I was no penalty on my credit score.

  

  Business Response

  Date: 11/15/2024

  *****,

  Thank you for bringing this to our attention. We appreciate you being an Aaron's customer. Based on internal records, our Regional Manager has had the opportunity to discuss with you your concerns and work with you toward a resolution.  Your customer service reference number is: HSC1399031. If you need any further support, please do not hesitate to reach out to us by email ***************************************** or by phone ***************).

  Kind regards