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Business Profile

Furniture Stores

Ashley Furniture Home Store

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

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

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Ashley Furniture Home Store has 56 locations, listed below.

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    Customer Complaints Summary

    • 452 total complaints in the last 3 years.
    • 112 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 living room set in December 2021 which was delivered in April 2022. Immediately after the delivery people left, I noticed a chip in the tabletop and legs that were out of line. I took a picture and went to the store the next day; I was told that it would be handled by the service department. After weeks of calling and emailing the service department finally responded with a new top for the table only to put in on broken legs. I have called the service department several times to complain and have not received any response. I tried to file a complaint only to be told that my complaint was not filed within the time frame needed and they could not help. I purchased a brand-new table and have not been given any option other than repair for which they have not complied. I am not at fault for filing a complaint in an untimely manner since the service department has not been responding to my problem. I purchased a brand-new table and don't feel that a replacement or refund is out of order

      Business Response

      Date: 08/20/2022

      This was inspected by a technician who confirmed that the legs for the table needed replacement. The legs are scheduled to be replaced on 8/20.

      Customer Answer

      Date: 08/26/2022

      [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:

      ---------- Forwarded message ---------
      From: ******************* <**********************>
      Date: Thu, Aug 25, 2022 at 5:57 PM
      Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
      To: Better Business Bureau<[email protected]>

      I am responding to complaint filed ********. Although a technician showed up on 8/20 to fix the table he was unabe to do so. New legs were sent to me needed a support to put in at the bottom of the legs.. He reported this issue and they were to call on Monday. They did not.  This matter has not been resolved.

      Thank you
      ***********************

      Regards,

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

      Business Response

      Date: 09/11/2022

      The service center determined the issue and has placed an order for additional support parts needed to resolve the issue. The parts will be shipped directly to the customer's home where they will be installed by the technician. We'd like to thank the customer for their continued patience as we work to resolve the issue.

    • Initial Complaint

      Date:07/30/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 boyfriend and I purchased a couch in-store from Ashley Furniture in Nashua NH in August of 2021 for $3,799.99. At this point in time, we were very excited about this purchase as it was for the new home we purchased in July and the biggest purchase we made since buying our home. Upon delivery of the couch, we noticed the color of one of them was different than the rest and immediately called to talk about getting one of the pieces replaced. It is now almost one year later, we are still waiting for the replacement piece for the color mis-match and during the time of having this couch, two of the electric recliners have also broken. I have contacted the Nashua NH store, customer support via email, and calls over 50 times with NO resolution but a broken couch that we paid a lot of money for. The customer service is absolutely horrible at this company and not a single person that works there has been helpful to help resolve the issue we have with our couch being broken. At this point, we hate the couch, outside of it being broken the material has degraded over the past year making it very uncomfortable and we still owe ~3,000.00 on something we now dislike and additionally from a company we will NEVER purchase from again. We are reaching out to hopefully get some much-needed help to resolve an issue for something we were not hoping to have to face as new-time homeowners. Buying new furniture should be a fun and exciting experience and ours with Ashley Furniture has been anything but that.

      Business Response

      Date: 08/14/2022

      We apologize for the inconvenience. The customer's order was cancelled.

    Ashley Furniture Home Store is NOT a BBB Accredited Business.

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