Business Profile

Furniture Stores

Ashley Furniture Home Store

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

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

Customer Complaints Summary

452 total complaints in the last 3 years.
111 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/25/2024
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.
*********************************************** ***** Defective dresser, was told by store manager they would be able to return for a store credit. They processed the return and informed us we would receive once they receive the dresser back. We selected a new item per their instructions and were told they would pick up the defective dresser when they delivered new one. When delivery came they informed us they would not be taking the old one away. We have been asking the store for over a month and customer service for a scheduled pick up as agreed upon by the store manager.
Business Response
Date: 02/18/2024
The information provided in this complaint was based on a miscommunication with the store manager. The dresser was not approved to be exchanged for a new piece, and as such, the delivery company stated they would not replace it.
Customer Answer
Date: 02/22/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

We were promised a service from the store manager. He should have contacted us before the delivery to inform us that his promise could not be fulfilled. in addition, when we attempted to reach him at the store he did not respond to us for over a month. When we finally got in touch with someone they told us that that manager was fired and we had to eat the cost. This is completely unacceptable and unprofessional.
Regards,

******
Business Response
Date: 03/03/2024
The service center management reviewed the complaint and the customer's concern and determined that since the issue appeared to be customer caused, the dresser could not be replaced.
Customer Answer
Date: 03/26/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

Regards,

*************************
Initial Complaint
Date:01/22/2024
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.
Our furniture was delivered by Ashley on 1-11-24. We bought 3 couches, 1 loveseat, 1 coffee table, and 2 side tables. We were concerned the loveseat was too big for our family room. 1-12-24 Called Ashley-told them the loveseat was too big for our room and we would like to return it. We went to the store and paid $150. We left the tag on the couch and never even sat on the loveseat to make sure it stayed in perfect condition. 1-17-24 Came to pick up the loveseat and said Ashley would not take it back. We were incredulous! He said there was a **** in the back corner. We never saw it because it was facing the wall. Called custr svc and explained that we never touched the loveseat since it was delivered. Told us it was after 72 hours and they could not take it back. We explained that it was too big for our room. We asked to speak to a manager. ***** (*****?)Corp. Mgr. was very rude and unhelpful. Asked for her last name and manager. She refused.1-18-24 Called ******, asked for pictures from the delivery. I wanted to see a picture of that corner during delivery. There were no pictures of that corner! Plus, she told me that there was a scratch on the console. I could not see one, but my husband felt it. It looks like it came from a box cutter when opening the crate. She sent me pictures. I asked her to at least fix the loveseat and she said Ashley would not because it was after 72 hours.1-19-24 I went to the Ashley store. ******* was very kind - asked me for pictures to see if she could get it repaired. I sent her pictures.1-20-24 I emailed ******* pictures again, and realized that the loveseat was the only piece that had two plastic tags on it. One with the Ashley brochure and one without anything attached to it. It looks like this was a reject from another customer. ******* said she would put in a repair. But, this piece does not fit in our room, plus we bought a new piece of furniture, not a damaged one. We would like a refund or a replacement with a chair.
Business Response
Date: 02/10/2024
Based on the complaint, the customer seems to have three primary issues. The first is that one of the items is too big. The store and the team have offered to exchange the piece - for free - with the exception of the retrieval fee (which the store itself has to pay to the delivery company). Generally, the stores have the right to refuse exchanging items that are too big or can charge 30% restocking fee. The store has waived those fees (with the exception of the retrieval fee that the store would pay the delivery company to swap out the furniture).
The second issue, the damaged furniture, is being assessed for immediate resolution by the team, including, by ordering parts from the factory to help bring the furniture up to showroom specifications. The service team has contacted the customer and is waiting for a call back to discuss the resolution.
Regarding the home damage, the service center has asked for verification or photos of the damage to submit the claim to the delivery company. Please note, based on our notes, we did not receive word on home damage until well after the delivery had been made.
We look forward to working with the customer to resolve the issue.
Customer Answer
Date: 02/13/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I need further clarification. Ashley separated our compliant into three issues.
1. They stated that they are going to exchange the loveseat that is too big for our room. But, they did not say what they are exchanging it with. Are they going to exchange it with the matching chair of the set? If so, what are all of the charges that we will have to pay to have this accomplished? Also, the chair is $700.00 cheaper than the loveseat. Are we going to receive that refund?
2. I have the packages of the parts from the factory (I have not opened them). I did not arrange for a tech to come out and fix the furniture until we knew what the resolution with BBB was going to be. We have a draw and the loveseat that needs repair. If you want a tech to come out to our house to fix both of them, that is fine with us, as long as you still exchange the loveseat. We did not want a tech to come out and fix the loveseat for us to keep it! Please let me know what is best for you. To fix the loveseat here, or to take the parts back and fix it at your warehouse. Either one is fine with us, we just want to make sure that you take the loveseat either way.
3. There was no home damage. The only damage that we talked about was the delivery damage of the loveseat for which we were blamed!
We are agreeable to a resolution of exchanging the loveseat for the MATCHING CHAIR, as long there is not a large retrieval fee. Plus, there should be a refund since the matching chair is $700.00 less than the loveseat. The loveseat is listed as $2,099.99 and the three way reclining chair is listed as $1,399.99.
Thank you for all of your consideration.

Regards,

***************************
Business Response
Date: 02/25/2024
To clarify, we attempted to retrieve the loveseat but determined it was damaged, and we therefore cancelled the retrieval since the customer never reported any damaged at the time of delivery.
To resolve the issue, we have agreed to retrieve the loveseat again.
Customer Answer
Date: 02/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***************************
Initial Complaint
Date:01/04/2024
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 October 9, 2023 I ordered a furniture set from Ashley’s in Pasadena MD. I was told by my salesman that it would take 4-8 weeks, 8 weeks just to be safe. Well then I was told it would come prior to Christmas. Then I was told the 3rd of January by my salesman’s manager and the front desk. It’s the 4th of January and now I am being told the 9th. No communication has been given to me in regards to where my furniture is unless I ask. If I was told the realistic 12+ (who knows how long it’ll take if I ever receive the furniture), I wouldn’t have allowed my credit score to be ran (and now dropped because I can’t make payments until the furniture is delivered). Seems like all they care about is making the sale, which is sad. I was offered to select another bed set, but I ordered what I wanted and sure wouldn’t want to start this process all over again. Management always seems to be “out” or “unavailable” upon calling customer care.
Business Response
Date: 01/21/2024
We apologize for the delay. The customer was able to reselect the mattress for a different one given the time delay.
Initial Complaint
Date:12/04/2023
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 purchased my furniture in 2018. I have a recliner that is flat when you sit on the seat its like you have to use pillows for your back. I also have a credit for the warranty that I purchased trying to get through to the to Ashley furniture is horrible, I spoke with a representative and customer service on November 24. He was supposed to contact me because he said that I was on date 87 for the warranty before the warranty expired. No one has never contacted me when I call the customer service number I provide them the original number thats on the receipt they cannot find it. I provide them my new number that I had gave the representative in November. They cant find it its like so hard just to get answers when you call. I need someone to assist me. I have a recliner that is still under warranty that needs to be either replaced or fix I was told I have a $99.85 credit because of the warranty Ive been trying to contact customer service for four months now.
Business Response
Date: 01/15/2024
The customer's warranty is no longer active as it expired in 2023; the credit is unavailable since the warranty was used within the 5 years between the purchase and expiration.
Initial Complaint
Date:11/27/2023
Type:Sales and Advertising 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 received a email and letter regarding a recall for the furniture I purchased from Ashley Furniture back in November 2022. The recall is serious where I'm unable to plug in the furniture and use it. It was go on fire and I've been calling and calling and keep getting different answers.
Customer Answer
Date: 11/29/2023
The corporate office reached out and they are addressing the issue next week. I truly appreciate everyone and all your support and getting back to me
Initial Complaint
Date:11/15/2023
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.
I have bought a bedroom set and upon delivery the delivery guy damaged my property and also the dresser and the chest and assembled the bed by damaging it and moreover the bed has a manufacturing defect ,it has huge gaps front and back in which my 10 month old son fell also. The nightstand is also damaged. This is ASHLEY Furniture Gaithersburg. I have contacted them through email,call ,chat within 72 hours to address everything but they kept wasting my time and now they are refusing to fix anything. I have not seen such a horrible customer service in USA ever. The customer service person were all very rude and mean. I have been requesting them that my baby is too small so please do something quick before he gets hurt badly.
Business Response
Date: 12/09/2023
The order has been cancelled as per the customer's request and to ensure the customer's satisfaction
Initial Complaint
Date:11/01/2023
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 purchased the ********* sofa, LAF, RAF, and Ottoman from Ashley Furniture on 3/26/23 with delivery on 4/25/23. My first call was to ************ on 8/30/23 who handles the purchased warranty and filed a claim with pictures included and after several weeks with no response I called and was told this warranty doesn't kick in until after the manufacture warranty expires and they directed me to call Ashley and after a few back and forth calls I was told I needed to send pictures again so that my claim could be reviewed by Customer Service and I submitted a claim on 10/9/23. It is now 10/30/23 and I received a call that my claim was denied because it was determined not to be a manufacturing defect and there were no complaints on this fabric. My claim was to address the following on the sofa, chaises and ottoman: -Fabric fraying and pulling -Cushions sagging -Chaise loungers not staying in place -Pilling When I initially started this claim I had the sofa for 4 months. The condition of this sofa in this amount of time is discouraging. After further research there are several complaints on not only Ashleys direct site but also here and other furniture stores that sell this brand. The fact that they did not send anyone out, offer to replace the cushions or couch, and told me I would need to pay them if I wanted repairs is appalling. Item#*******; *******;*******;
Business Response
Date: 11/27/2023
The issues reported and inspected by the customer service representatives are not covered under the manufacturer's warranty. Therefore, the claim was denied.
Initial Complaint
Date:10/30/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 filed a repair claim for our sectional on 8/26/23 and Ashleys has not honored their warranty for a much needed repair. We called on at least a weekly basis and have begun to email weekly as well without any resolution. We were most recently told that the third party repair techs notes noted the frame damage was customer caused and listed our dogs as the reason. While we acknowledge that we do have two smaller dogs, the part of the sectional that they regularly go on to (by the window) is the only piece where the frame is intact. We asked for more information on how the dogs would have shattered the frame, or how that was determined, but to date, have not been provided with that information. We also requested, via email, the following from Ashleys: 1. The paperwork or documentation regarding our repair status and any notes associated with our multiple phone calls and emails starting in August 2023 until current.2. The paperwork or documentation from the inspection of our sectional, including the pictures and videos the tech used to make his determination.3. The procedure, guidelines, or any other tool that a tech follows to determine if a repair is customer caused or a manufacturing issue.4. How the normal useful life of a product under reasonable use is operationally defined or determined.5. The name and contact information for Ashleys grievance department or customer services. 6. The process and written steps of how to file an appeal/grievance with a tech report. To clarify, the third party tech verbally told us it was a manufacturing issue when he inspected our sectional. Also I want to clarify that our sectional was delivered on 1/27/23. It is less than a year old and we paid extra for the extended warranty coverage. As per Ashleys own website, frames used in Upholstered and Leather products are covered for at least 1 year after delivery. Therefore, we should not have to pay for any frame repair.
Customer Answer
Date: 11/12/2023
The full address is:
Ashleys Furniture
3880 Union Deposit Road, Dauphin Plaza

Harrisburg, PA 17109
Business Response
Date: 11/27/2023
The service center reviewed the complaint and determined the issues were not a manufacturing defect.
Customer Answer
Date: 11/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I requested how the service department made this determination. I have asked for the procedure/guidelines that the tech/service department uses to distinguish between customer caused and manufacturing issue. Since my sectional was missing staples, screws, and fastening hardware on the piece that shattered, I question the accuracy of the service department determination and disagree with this assessment.
I also requested (previously multiple times via email) how to file an appeal or grievance to the determination made and have not been provided with this information.
Lastly, I have verbally requested (and wrote via email, multiple times) the contact information to the complaint department since October 19th, and have not received this information.

Regards,

******************************************
Business Response
Date: 12/09/2023
The service center was able to determine that damages were likely caused by the customer due to the nature of the damage; manufacturing defects usually involve a mechanism wearing or unusually installed along with many other markers. Manufacturing issues almost never involve sudden breaks/shattering that occurs months after purchase. The customer can reach out to our service center to discuss the guidelines the center uses to determine whether there is sign of manufacturing damage present whether the item was damaged after delivery.
Customer Answer
Date: 12/12/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because I have already attempted communication with the service center, guest services, and the escalation department re: (1) the procedures, guidelines, or rubric tool a technician/department uses to determine if a repair is customer caused or a manufacturing issue; (2) how the normal useful of life of a product under reasonable use is determined; and (3) how to file an appeal of a report determination via phone and email on 10/19/23, 10/26/23, 11/2/23, 11/9/23, and 11/17/23. To date I have not received this information.

Regards,

******************************************
Business Response
Date: 12/23/2023
The service center reviewed the complaint three separate times, including the contested claim from this complaint. The service management came to the same determination regarding the type of damage not being eligible for coverage under the manufacturing guidelines.
Customer Answer
Date: 12/28/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I still have not been provided how the assessment and reassessment of our claim was determined. While I was not aware (or informed) of any reassessments occurring, this remains problematic as this is the root cause of my complaint.
I requested verbally and in writing, multiple times, paperwork or documentation from the determination(s) and have not received this.
I requested verbally and in writing, multiple times, the procedure, guideline, or tools used to determine if a repair is customer caused or a manufacturing issue and have not received this other than the broad generalization that was recently provided by this specific process.
As mentioned previously, if a visual inspection of my frame was conducted, missing hardware is easily detectable. Since parts are missing (i.e., were never part of the product upon delivery) on the only part of the sectional that now has a shattered frame, I do not see how this is not a manufacturing issue.
Regards,

******************************************
Customer Answer
Date: 12/28/2023
In addition, as previously referenced, Ashleys sent me extra material in September 2023 for my sectional repair. If multiple determinations from their company concluded it was customer caused, I question why I was sent material for a repair that would never be approved or scheduled.
I can send pictures of this material upon request.
Initial Complaint
Date:10/30/2023
Type:Service or Repair Issues
Status:
UnansweredMore 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.
Ordered Bedroom furniture 6/21/2023. Asked to be delivered when moved to new Senior Center. Delivery was scheduled for afternoon 7/21, but delivery came in the morning when I was not even moved in. Was called to reschedule and had address corrected as it was incorrect on form and informed that deliveries are not allowed until 8am. 2nd delivery was attempted at 7:15am and guards refused truck. 3rd delivery was to be July 27 between 11-2. Called at 2:30 to see if delivery was late and was told it was 11-3. Still no delivery after 4. Called again and got the run around between Ashely and the delivery firm *** ********. *** ******** stated they did not receive the updated address or phone number and they had left a message. No message could be left as the number they provided back to me was disconnected. Called Ashley back and they confirmed address and phone numbers are updated and a call would come within 72 hours for a new delivery. Called Ashley again on 8/2 at 12:15 and customer service hung up. Called back and customer service put me on hold for 2 hours and hung up on me. Called a 3rd time and was told the furniture was returned and was no longer available. Some pieces were in the warehouse and some had to be reordered. Received a call back on 8/3 and was told all furniture had to be reordered and I will be called between 8/13-8/15 for a new delivery. I had asked if the items available could be sent and get an escalation to have Ashley waive an extra delivery charge. When called back, I'm now told all furniture had to be reordered. No one called to state the furniture was being returned, it was stated we would get another delivery. Now I have to wait a minimum of another 2 weeks and I'm 86 having to live out of boxes and not get properly moved into my Senior Center complex. I want my furniture delivered ASAP and compensation for the bad customer service and extreme delay of my furniture delivery.
Initial Complaint
Date:10/23/2023
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.
1) The furniture is made very poorly it doesn’t last more than about a year! and what’s worse they refuse to stand by their so-called 5 YEAR warranties 2) We spent over $3000 for a couch including aN ADDITIONAL $200 for a 5 YEAR warranty. Purchased in June 2022 Delivered July /August 2022 The couch now has a horrible squeek in at least 2 chairs including the wedge 3) Now we find out (13months later) that the warranty is not worth the paper it is written on…Yes labor is up after one year (true ) but what about the 5 YEAR WARRANTYY WHICH STATES that ..."the metal spring systems ,wire seat springs and where applicableback springs...The webbed seating system is used to support the seating area.."..this quote directly from the so called 5 year warranty.. I now discover that too is useless anyway… 4)The best they can do is send someone out to inspect it,.. oh and that’s another $150 but it cannot be repaired since this particular product is DISCONTINUED AND PARTS ARE NO LONGER AVAILABLE? 5) They told us in the store they stand behind everything they sell AND THEY MANUFACTURE THEIR OWN FURNITURE SO HOW IS IT POSSIBLE THAT IT IS SUDDENLY DISCONTINUED? since they manufacture their own furniture? 6) That seems to be a Bait and Switch, because somehow their own manufactured couch with all the parts is now discontinued..?
Business Response
Date: 11/19/2023
The management reached out and spoke with the customer. The customer stated that the wedge is squeaking. Management stated that we can offer to send a technician for inspection and repair without a fee, as a courtesy. However, if the technician deems the issue customer caused, we would need to collect fee for labor to return and complete the work order.
Customer Answer
Date: 12/02/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. All I was asking for was someone to examine the damage at the businesses expense since it was still under warranty Thank you that finally transpired yesterday and the outside consultant gave me a possible solution

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

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Ashley Furniture Home Store is NOT a BBB Accredited Business.