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 5 locations, listed below.

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  Ashley Furniture HomeStore

  2018 E Pinetree Blvd Thomasville, GA 31792-5349

• 

  Ashley Furniture HomeStore

  2401 Interstate Dr Opelika, AL 36801-1515

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  Ashley Furniture HomeStore

  3050 Watson Blvd STE A Warner Robins, GA 31093-8500

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  Ashley Furniture HomeStore

  1223 N Westover Blvd Albany, GA 31707-6600

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  Ashley Furniture HomeStore

  6499 Whittlesey Blvd STE B Columbus, GA 31909-7338

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:03/13/2024

  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 have bought a number of furniture sets from Opelika Ashley store. (dining room set and living room set). I bought it about 2 years ago and my living room set started falling a part. No need to mention that furniture came in several drop offs in 3 months after I bought.
  My sales person has been so nice and helpful. She is very kind. I went ro her with problems and she said it is above her decision power.
  It is so sad to have an expensive furniture is seriously broken in two years. By the way, people used this furniture are all below 180 lbs.. No extreme use happened.
  This type of products should not be sold whatsoever.

  Business Response

  Date: 03/15/2024

  Please see the attached copy of **. ****’s signed sales
  ticket dated 1/16/2022. The sectional was delivered on 1/19 and 1/27/2022.
  Please see the attached signed delivery receipts with photos. Due to delays in
  availability from the manufacturer, the ottoman was delivered on 3/12/2022.
  Please see the signed delivery receipt with photo. The furniture has a 1-year
  manufacturer’s warranty, therefore, the customer’s warranty on the sectional
  expired on 1/19-27/2023. The customer called the Service & Warranty Department
  on 3/7/2024 and reported issues with the sofa and chaise. Please see the
  attached copy of the Service Request Report. Since his furniture is out of
  warranty, the customer was offered the option of paying for the parts and labor
  for a technician to come out and do the repairs. The customer refused this
  option. Unfortunately, there is nothing more we can do for this customer.
  

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am not offered a technican to come and pix it. I accept a technican to come and fix the unit. I can not use my sofa last three weeks. PLEASE SEND YOUR TECHNICAN TO COME AND FIX IT PROPERLY. I appreciate your business.

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

• Initial Complaint

  Date:03/15/2023

  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 sectional with chaise from Ashley which was delivered on **** *,2022. The material starting piling almost immediately. By the end of December the sectional was a mess with heavy piling that was leaving nubs everywhere on cushions. Ashley replaced the cushion covers and I put them on the first part of February. After a few weeks of use I can see the cushions are already piling again and in addition the arm rests and back cushions are also piling. I have contacted Ashley and they won’t do anymore due to their warranty states it doesn’t cover piling. I think this is an exceptional case, not normal wear and they should offer me to reselect the sectional for equal or less than the @$1800 I paid. I regret this is happening as I loved the style, color and comfort but think after 6 months of a single working person using it it should not look like it is several years old. I do have pictures pictures of the cushions I will include. These pictures were taken the end of December.

  Business Response

  Date: 03/23/2023

  Ms. ****** received delivery of her 2 piece sectional on ****2022. Attached please find her Purchase History illustrating this. On ****2023, the customer reported issues to the Warranty & Service Department
  of the “fabric balling up” and “stretched fabric after sitting”. The Warranty
  & Service Department representative discussed the issue with the customer
  and agreed to order the parts as a 1-time courtesy as this is not covered under
  warranty. The necessary parts, the cushion casings, were ordered to the
  customer’s home. An email sent to her on ****/2023 to inquire if a technician’s
  assistance was needed for installation. The customer informed the Service
  Department that she installed the casings herself. On *****2023, the customer
  called the Warranty & Service Department to report piling of the new
  casings. We have further looked into Ms. ****** unique situation and found this
  to be an exceptional case. We are reaching out to the customer to offer her a
  reselection of the 2-piece sectional based on these rare circumstances. 

• Initial Complaint

  Date:01/09/2023

  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.

  I bought a mattress from Justin at this location. He told me there was a warranty on the mattress, but I have not received the information for the warranty. I want a copy of the warranty. When I called the store, the manager was explaining how to file a warranty claim and would not send the warranty to me.

  Business Response

  Date: 01/13/2023

  Mr. ******** bought a ******* ****** **** **** ******** from
  the ******** store that was delivered to him on ******2022. Please see the
  attached signed delivery receipt. As we carry mattresses from many different manufacturers
  such as, ******* ************* ******* ****** ******** ****** * ******* etc., it would be extremely difficult to have print outs of each vendor’s
  warranty on hand. For customer who would like to view, or print, a copy of the
  warranty for the brand of mattress that they purchased, we suggest they visit
  the website of that specific manufacturer. In Mr. ********’s case, *********************  ** *************************** will provide him with the warranty information he is looking for and that we
  stand by. If the customer should need to file a warranty claim, he can simply
  contact the number on his sales ticket for our Warranty & Service department
  and they will be able to assist him.