Complaints

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

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Ashley Furniture HomeStores of Central Illinois has 4 locations, listed below.

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  Ashley Furniture HomeStores of Central Illinois

  602 West Anthony Drive Champaign, IL 61822

  
• 

  Ashley Furniture HomeStores of Central Illinois

  8727 N. Knoxville Ave Peoria, IL 61615-1720

  
• 

  Ashley Furniture HomeStores of Central Illinois

  1500 E. Empire St. Bloomington, IL 61701-7907

  
• 

  Ashley Furniture HomeStores of Central Illinois

  105 N Main St East Peoria, IL 61611-2537

  

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:05/05/2025

  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.

  To Whom It May Concern,
  
  I’m writing to express my significant frustration with Ashley Furniture, culminating in a particularly disappointing visit on May 3. Since furnishing my new home in 2019 almost entirely through your company, I’ve made numerous purchases, including bedroom sets, dining furniture, art pieces, and most recently, a sectional couch with a warranty.
  
  That warranty came with a promised $271 store credit if unused. I took that seriously, setting a reminder to claim it. When the time came, I left repeated voicemails with the Champaign store—never receiving a reply. On Feb 13, 2025, I texted as prompted and received a response stating the credit had expired. I explained I’d been trying to reach the store for months. The rep acknowledged this and offered to request an override but never followed through, despite multiple follow-ups in March. On April 1, I finally received a link for the credit.
  
  Since then, I visited the store three times. On May 3, I spoke with an associate named **** while shopping for a chair. I found one (*********, $499) but was told I couldn’t buy the floor model “in case” someone wanted the set. I then considered a worn rocker recliner ($799) and requested a discount, which was denied. Lastly, I asked about barstools. Again, the process involved waiting and visible disengagement from staff. After being told I could buy two stools—like it was a favor—I left frustrated and unhelped. ****’s only parting words: “Have a good day.”
  
  As a healthcare professional, I value service and accountability. Your company claims to offer “first-class service,” but this experience showed none of it. From ignored calls to poor in-store treatment, I’ve been deeply disappointed. I’ve advised others to avoid going through this. I hope someone takes this seriously—because I certainly have.
  
  Sincerely,
  ****** *****
  
  The character limitations didn't allow me to leave great detail but I do have available upon request.

  

  Business Response

  Date: 05/11/2025

  Thank you for bringing this matter to our attention. We sincerely value the opportunity to address ******** concerns and apologize for any frustration they experienced while redeeming their promotional credit.  
  
  The credit was issued on April 1, as part of our warranty promotion. We deeply regret any delays in researching or redeeming this credit as well as any inconvenience this may have caused. We are reviewing our internal processes to ensure timely updates and smoother transactions for future customers.  
  
  Our policy permits the sale of floor models only when items are discontinued or being cycled out to replace. This ensures customers can view products in person before purchase. Unfortunately, the floor model requested was not eligible for sale at that time. We understand this was disappointing and regret any confusion about this policy. Also, many seating items, including barstools and chairs, are packaged and sold in sets of two from the manufacturer which may not allow us to separate an individual chair at times since they ship 2 per box. 
  
  We encourage ****** to stop by our sales floor so we can assist them in selecting eligible products that align with their preferences and our policies. Their credit remains valid, and we are committed to helping them find a satisfactory solution.  
  
  Feedback like this is invaluable as we refine our processes. We are always enhancing communication protocols and staff training to ensure clarity and efficiency moving forward and apologize if ****** did not feel they received a less than satisfactory interaction during their visit. Their satisfaction remains our priority, and we hope to resolve this matter positively.  

  Customer Answer

  Date: 05/13/2025

   I am rejecting this response because: I spent 2 trips and countless hours. I don’t believe any barriers have not been removed. The same options exist. I’ve invested far too much time and money driving and calling there. I want a refund check made to me and mailed. 
  
  
  
  

  

  Business Response

  Date: 05/22/2025

  Unfortunately we are not able to amend the policy to include refunds as a form of credit for warranty redemptions. We do apologize for any inconvenience but still have the full $271 credit for the customer to redeem for qualifying merchandise at any of our central Illinois locations. 

  Customer Answer

  Date: 05/22/2025

   I am rejecting this response because: an exception should be made or increase the amount to accommodate the poor experience. 
  
  
  
  

• Initial Complaint

  Date:03/20/2025

  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 purchased a sectional from Ashley 9/2021 for over $4,000.00 and was assured the leather would not peel off. We had issues with a prior couch from Ashley.
  
  The salesman explained the leather was different and it would not have issues.
  
  We purchased a warranty, for peace of mind, and I used only the leather cleaner they provided.
  
  And now we have one recliner that has leather peeling off in a couple spots. I submitted a claim as soon as I noticed this. They have denied the claim and said because it’s in more than one spot, it’s not covered. The warranty company advised the exclusions list this isn’t covered and I needed to call when only one spot was having issues. How does this make sense? More than one spot peeled at the same time and it was reported when we noticed this.

  

  Business Response

  Date: 04/09/2025

  We are re-opening this case and reaching out to the warranty provider to see if we are able to help them and ask for a reconsideration of the coverage on this item. 

• Initial Complaint

  Date:03/04/2025

  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.

  I ordered an Ashley brand mattress, which was to be plush, "Ashley Sleep Align PLUSH Gel Latex Hybrid King Mattress." When I received the mattress, it was VERY firm. It is completely unacceptable. I have back issues and laying on a hard mattress has made them even worse. I am unsure if this mattress has a manufacturers warranty. According to Ashley's website, that depends on who the manufacturer is--and it is an Ashley branded mattress. I am tired of not being able to sleep on a mattress. I waited for three months for this to be delivered, only to find out that this mattress is too firm for me. I immediately called the Bloomington store to let them know about my issue with no help from them. I have spoken with 2 different people from the Florida office. His name was ***** * corporate solutions specialist and ********, who had said to me about getting a refund or exchanging it for another mattress. She never called me back, which I think is totally wrong. So I have been getting the run around and have asked to talk to **** *, but no one will let me talk with him. I would be happy to exchange the mattress for something not so hard, but if that's not a possibility, then I just want a refund.

  

  Business Response

  Date: 03/07/2025

  Dear BBB Representative,  
  
  Thank you for bringing the concerns of **** ***** to our attention. We take all
  customer feedback seriously and strive to resolve issues fairly and in
  accordance with our policies. Unfortunately, after a thorough review of this
  matter, we are unable to accommodate the customer’s request.
  
  Upon receiving the complaint, we immediately verified with the mattress
  manufacturer that:  
  1. The product’s tags and serial numbers match the invoice, confirming it is
  the exact model purchased.  
  2. The manufacturer confirmed there are no production defects or irregularities
  that would contribute to unexpected firmness. Mattress firmness is subjective
  and based on personal preference.
  
  Our team also reviewed the customer’s purchase history and confirmed that:
   
  - The customer declined the optional Sleep Guarantee at the time of sale, which
  provides a trial period and return eligibility.  
  - The customer did not purchase a mattress protector, which is a requirement
  for any potential return (as outlined in our terms of sale and return policy,
  provided to the customer during checkout).  
  
  We value our reputation for transparency and fairness, and we invite the
  customer to reach out to us directly if they have further questions.
  
  Thank you for your understanding.  
  
  Sincerely,  
  ***** *******
  Customer Service Manager
  

  Customer Answer

  Date: 03/17/2025

   I am rejecting this response because:
  
  
  I was not offered a Sleep Guarantee when I purchased this mattress. If I had been, I would have added it without question. I was offered a mattress protector, but I informed them that I already had a really good mattress protector ready to put on this bed and it has been on there since day one.  Also, I had the paperwork pushed on me so quickly and was asked to sign right away. I wasn't given any time to read all the paperwork. The mattress is definitely harder than the store model. It feels like a completely different bed, and not a matter of "breaking it in." It is still hurting my back, even after this long. This bed is not plush at all. It is hard, and it hurts. I want my money back or I want the king pillow *** ****** **** ******* ****** *** ********* as a replacement. 

  

  Business Response

  Date: 03/19/2025

  Thank you for reaching out and giving us the opportunity to look further into these concerns. We want to ensure clarity around our policies.  
  
  After reviewing your purchase details, we note that the comfort guarantee (which allows for replacements within the specified period) or a mattress protector were not included with your order.  These are prerequisites for us to process a replacement, as outlined on the invoice that was signed off on and acknowledged at the time of purchase by the guest. A copy of this document has been reattached for reference.  
  
  We understand this news is disappointing and regret any frustration caused as we are unable to accommodate a replacement under our mattress return policies. Should you have further questions, please don’t hesitate to reach out
  
  Thank you

• Initial Complaint

  Date:11/01/2024

  Type:Billing 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 went to the Ashley store in Bloomington IL **** ** ****** ****** on 10, 8, 24 to pay for a mattress I am buying I paid cash 2,173.91, I dealt with the store manager , I counted the money right in front of him , I am enclosing copy of my receipt he gave me on 10, 8, 24 it states paid by cash also states 0 amount due on my receipt , on 10, 9 , 24 , I received a phone call from the store manager stating his draw was short and I owe another 100 , I was afraid that I didn't pay this i wouldn't get my mattress , so I paid the 100 , and I explained that my receipt shows o balance owed and he keeps saying his draw is short said he had 3 people count it . I feel i should receive my money back as I can't help his draw is short , and have a receipt showing I do not owe any more money on this ...

  Customer Answer

  Date: 10/23/2024

  Here is copy of the bank statement where I paid 100.00 , this is amt I am requesting to be refunded to me 

• Initial Complaint

  Date:10/22/2024

  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 purchased a recliner sofa and a recliner chair which have bed bugs. I have never had this problem before and am 100% certain they are from this new furniture.

  

  Business Response

  Date: 10/28/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and are committed to ensuring every purchase meets the highest quality standards.
  
  In response to the claim that the furniture purchased from us contained bed bugs, we would like to assure you that both our company and our manufacturer maintain facilities that do not allow for infestations of this nature. All furniture is brand new, and our processes are designed to prevent any exposure to pests from the point of production to delivery.
  
  It is important to note that bed bugs are commonly introduced through a variety of sources, such as personal belongings, previously infested spaces, or travel. Given the precautions we follow, we can say with the upmost certainty that the issue would not have originated from the furniture provided by our business.
  
  We are committed to assisting the customer in any way we can and are available to provide additional guidance or support as needed. If further questions arise, please do not hesitate to contact us.
  
  Sincerely,
  ***** *******
  Operations Manager
  

• Initial Complaint

  Date:10/15/2024

  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.

  Bought an item on Saturday 10-12-24 around 6pm. Tried to call yesterday 10-14-24 to cancel order. Could not get ahold of anyone ABLE to do the return. Called corporate office around 10 times between yesterday and today… no answer. (I assume because yesterday was the holiday Columbus Day) I go in store today.. no one can help me. I call back around 3:30pm… now I’m told it’s too late to return and I’m being charged a 30% restocking fee. CANNOT get anyone to help me!! I’m told earliest someone will call me back is maybe Thursday 10-17-24. By then I am over the 72 hour mark of being able to “cancel this contract”
  
  Sunday and Monday (being the holiday) are not normal business hours. It is now Tuesday and they are refusing to help me.
  
  Never given full copy of contract… only the receipt.

  

  Business Response

  Date: 10/19/2024

  This customer has been fully refunded for her order 

• Initial Complaint

  Date:02/29/2024

  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.

  Bought sectional from the company one part of sofa has started sagging one part of sofa popped when sat down on it as if a piece of wood broke. I called the protection company that they associate with they said was not going to honor the protection plan. I have 4 year protection plan, I got this plan and furniture 10/9/21. I talked to ****** one of the mangers.

  

  Business Response

  Date: 03/05/2024

  This customer is setup for an exchange of this merchandise through the extended warranty company. They will be replacing the sofa and the chaise as requested on 2/29/24 

• Initial Complaint

  Date:02/16/2024

  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.

  Went into Ashley's on 12/32023. Bought couch and bed contract states 4 to 5 weeks for delivery finally got couch on 1/11/2024 they sent me a text the night before delivery they needed to talk to me. The next day I got a text from them stating I was not getting the bed a rail was missing but was also sent a text stating we are going to expedite this order right away. So I finally got another text early feb 2024 to set up a delivery date we settled on 2/16/2024. I called the day before because I did not get a text confirming the delivery I was sent a text that I was not setup for delivery I sent a text back letting them know I saved all my texts and I have it. All of a sudden they found the text but unfortunately could not send the bed. I stated I was going to the better business bureau. So ***** called the warehouse and said they had the bed and they are going to keep my delivery date and send the bed. Today arrives they showed up with the bed and the pieces are still missing so they were going to leave the bed in pieces on my floor because the rail and slats were missing I told them to load it up and take it with them it's been 2 1/2 months trying to get a bed. I want the money put back on the ashley credit card. They also want to charge me 30% restocking fee for something they cannot get. I have left messages no return calls. I did get alot of I'm sorry that did not keep me from sleeping on the floor for 5 weeks now I'm sleeping on the couch they finally delivered in Jan if I would have been told the bed was still missing pieces I would not have had it delivered.

  

  Business Response

  Date: 02/29/2024

  We have been attempting to reach out to the guest to let her know we are able to refund the full purchase price of the bed. When calling the phone does not ring but goes to voicemail and we are notified that the mailbox is full. We have also sent a text message to the guest asking them to contact us. We are able to refund this bed with no restocking fee. 

  Customer Answer

  Date: 03/01/2024

  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.

• Initial Complaint

  Date:12/28/2023

  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.

  We purchased a set of couches (oversized chair, loveseat, and full couch) in April of 2020. The lady in the store sold us on this set due to the fact that we can buy the warranty (which we did) because I was worried that we had kids and dogs. I was worried about spills, rips, etc. She had me feeling good about the warranty, so we went ahead and purchased the items along with the warranty. We finally got it delivered and started having issues with the couch about 2 weeks in. It started fraying on all of the seams. I contacted the customer service (no idea what number I called) and they stated it was very common with that particular couch due to it being an open weave material. They said they could send someone out to "fix it with clippers" but I'd have to pay for them to come out. I told them I'd do it myself. Fast forward a month or so later, the strings are TERRIBLE. I'm having to make clipping the strings a weekly chore because it was such an eye sore. I sent them pictures of all of the issue areas, and they still told me it was normal and there was nothing they could do. This has gone on multiple times and the pictures I've sent continue to get worse. They told me if you sat on the couch with blue jeans, that could make it happen worse, so apparently, we are supposed to change our clothes before sitting on the couch. The last attempt I made, a lady called me at work and left a voicemail stating that I was past my window for the warranty and they had no record of me contacting them. I've probably called 10 different numbers/online chats at this point. My cushions have basically frayed so bad you can just see the material under the strings. The couch looks like its over 20 years old and they are 3 years old. I'm so frustrated to have spent this type of money and to have been told I have not attempted to solve this issue.

  

  Business Response

  Date: 01/03/2024

  The manufacturer warranty expired on the items in question on 06/22/2021. The customer was informed she had an extended warranty that covered damages on fabric that are single incident claims such as:
  
  Household food and beverage stains
  Stains from human and pet saliva, urine, stomach fluid, or blood
  Accidental burn or singe marks caused by brief contact with flame or heat
  Accidental ballpoint pen ink, wax crayon, facial cosmetics, nail polish, or nail polish remover
  Color transfer from denim jeans or newspaper
  Accidental puncture, cut, tear or rip
  Cracking or peeling of top-grain leather in seating areas
  Cracking or peeling of all leather and vinyl in non-seating areas
  Breakage of frames, panels, or springs; breakage of mechanisms including sleeper mechanisms, reclining mechanisms, heating, power, and vibrating mechanisms will be covered only upon the expiration and may not be used instead of manufacturer's warranty

  The customer contacted the furniture warranty company but was informed the areas of concern were not covered under the warranty. All guest are given the terms and conditions of the warranty at the point of sale. 

  Customer Answer

  Date: 01/09/2024

   I am rejecting this response because: So you're telling me that the issues I've had for YEARS with these couches are just normal? I was BRIBED into purchasing the extended warranty by the showroom floor worker after STRESSING to her that I had 2 dogs and a young child. My couch started fraying within 2 WEEKS. As a big name like Ashley Furniture, I'd have expected you to stand behind your company and help come up with a solution to the problem. Have you seen the pictures? They are cringe worthy. Every person that brings up buying a couch, I tell them NOT to go to Ashley Furniture, and I will continue to do so. This whole thing has been a joke. Those pictures prove the quality of furniture that you provide, and the fact that no action has been taken to help resolve the problem shows how much you really care about your customers. I will never purchase another thing from this store until this is made right. I'm so disappointed. You can throw the extended coverage description around all you want. The salesperson talked us into purchasing it and it was absolutely useless with the material of the couches. 
  
  
  
  

  

  Business Response

  Date: 01/15/2024

  After reviewing the customer’s complaint, it was deemed to
  not fall under the manufacturers warranty for defect. We offered to provide service
  for this item at the customers expense if they would like to proceed. They did
  purchase an extended warranty that covers all the items listed in the prior response.
  This information is given to all guests at the point of sale and goes into
  details about the terms and conditions of the warranty including what is and is
  not covered. The customer will still have the option to redeem their warranty
  at the end of the 4 year period if no claims have been made and receive their
  total amount they spent toward this as a credit in our store.  

• Initial Complaint

  Date:07/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27th I went to Ashley and purchased a mattress paid for upfront and was told 2 weeks to get it in and another week to deliver it so 3 weeks total. I'm now being told it might be delivered July 16th. I've contacted the store to no resolve. I've contacted corporate with no resolve. If I would have know it was going to be this long I'd have bought it somewhere else. I was also told I'd be charged a restocking fee if I returned it even though I haven't gotten it.

  Customer Answer

  Date: 07/03/2023

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

   

  An update we tried to cancel the item and they want to charge us a 30% restocking fee which equates to $300.00 that we refuse to pay and we were not told about prior. At this point we desire all our money returned. 

  

  Business Response

  Date: 07/09/2023

  We have reached out and left voice mail for Mr *******.  Our store did refund the mattress protector on July 7th.