Complaints

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:Delivery 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.

  I purchased a bedroom set on March 16, 2025, with delivery scheduled for April 10, 2025. Because no specific delivery window was provided, I took unpaid leave from work to ensure I would be available. Unfortunately, three out of the four furniture pieces arrived damaged and appeared to be used. One of the nightstands even had a hole large enough for my hand to fit through. I was assured that new replacement items would be delivered on April 19. Once again, I took unpaid time off from work, only to receive the same damaged items, now in even worse condition. I was then promised that we would be added to a VIP customer list to ensure all items would be thoroughly inspected before leaving the warehouse. On April 24, a third delivery attempt was made, requiring me to take yet another unpaid day off. Once again, the same damaged items arrivedthis time in even worse condition than before. I requested to cancel the order, and while they agreed, I have serious doubts about their follow-through, as they have already misled me three times. In addition to the cancellation, I am requesting compensation for the following: The delivery fee of $209.00 paid to their third-party delivery company, Too Big for My Truck. The full invoice amount of $2,715.35. Lost wages for the three days of work I missed, totaling 24 hours at $22/hour, which amounts to $528.00. The total amount is $3152.35 Given the repeated failures, inconvenience, and financial losses, I expect this matter to be resolved promptly and fairly.

• Initial Complaint

  Date:04/30/2025

  Type:Product 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.

  On January 25 I purchased a chair, two glass door bookcases, a side table and a coffee table. The bookcases and a chair were delivered several weeks later. The bookcases arrived with a lot of damage - there were at least twenty different dings on the items that showed the light wood below the dark stain, the doors were not aligned, the back panel had been torn in multiple places and covered with marker and there were spots where the stain did not cover the wood the whole way through. When I spoke to the repair people that day I told them I did not believe they were repairable, but made the appointment anyway and later cancelled it. I had decided after some thought that an item that is received with so much damage is obviously of poor quality and I told this to the scheduler. She responded that she would have someone from the store call me. They never did. I tried calling multiple times and not once could get through. I have only been able to talk to schedulers who also cannot reach the store. I have also called corporate and they cannot get in contact with the store either. I just want the items returned and I want my money back. I have refused delivery of the additional items hoping this would get them to contact me, but still nothing. I have also opened a claim through my credit card company. Ashley's waited until the last moment and then flat out LIED and told my credit card company that they had contacted me via email, but did not provide any proof of that.

• Initial Complaint

  Date:04/05/2025

  Type:Sales and Advertising 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.

  We purchased 2 Nectar mattresses from this store. One mattress was not at the comfort level as tested in the store. We contacted within days of receiving to ask about the 30 day comfort guarantee. The Salesman had told us that within 30 days, we would receive in store credit if mattress did not work for us. Salesman told us to make sure to purchase a mattress protector because they would be looking for that if we needed to return - he told us to buy a mattress protector from any store. When we contacted regarding the issue, the salesman then tried to tell us that it wasn't for in store credit, they would only offer a mattress exchange. They had no mattresses to meet our needs. We questioned that he had told us in store credit, and he then agreed to that. We were then asked to wait for details. They did not contact. When we reached back out, the salesman tried to tell us that because we hadn't purchased a mattress protector from them at the time of the mattress purchase, that they would not honor the 30 day guarantee. When we asked him why he had told us to just purchase a mattress protector from any store, he wouldn't acknowledge the lie he told us. If we had been told to purchase the mattress protector from them, we would have done so. The paper we signed said only "guarantee is provided with the purchase of a mattress protector" It does not specify that it must be from the same store. I have receipts to show that a mattress protector was purchased from ****** before we even took delivery of the mattresses. We then tried to talk to a manager about the issue, she told us that if the salesman told us that, then he wasn't following training, and refused to offer any help.

• Initial Complaint

  Date:03/26/2025

  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.

  My husband and I went into Ashley Furniture looking for pieces for our new home. We found what we wanted but we were told the bedframe was on back order (approx 12wks) and the ********************* would be available in 3-4 weeks. To our surprise the bed was delivered within 3 weeks but the dresser and nightstands are still not delivered nor do they have an ETA. We went into the local Ashley store and found the floor models available. When we called to cancel our order of the pieces still not delivered we were then told we would be charged $450 for pieces that still arent delivered. This is absolutely ridiculous and absurd. What are we being charged for since theyre not delivered and they are on back order??!? Just because they feel like it???! Talk about fraud and taking advantage of the consumer! *** the salesmans name is ***** and he had the audacity to argue with me on the phone rather than attempt to work with me! Disgusting human being!

• Initial Complaint

  Date:03/02/2025

  Type:Delivery 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.

  Bought a sofa on line from Ashley furniture and when it was delivered the delivery crew told me that is was damaged in shipping, I have since ******* been trying to get Ashley furniture to repair or give an refund on the sofa and have called their customer service number repeatedly and have not had any response to rectify the situation.

• Initial Complaint

  Date:02/26/2025

  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.

  Back in November sometime before Black Friday I had went into Ashley furniture store and purchased a $1,400 couch with them and set up for delivery for December 14th at my new apartment they said that they were going through a delivery merger of some sort but it was all good because by then I would definitely receive my couch and I said that's fine. Well we get to December 13th I receive an email to confirm my delivery address phone number and time and I confirm it and all information correct, come December 14th I never received a phone call and or a couch delivery I received nothing! So I called the Ashley furniture store to confirm where is my couch what is going on? Their response was oh you're not getting your couch!!!! And I said excuse me!?! They said because of the merger your order is not keyed into the system so it's going to be quite some time before you receive your order and I said that's not my problem you guys told me that I would receive it on December 14th as per scheduled here I am in my new apartment sitting on camp chairs weeks away From Christmas. They said that they would look into it and call me back with more information come Thursday or Friday. Come Thursday or Friday nobody calls me I call them just to find out that it's going to be another 4 to 5 weeks before delivery and I said that's an absolute joke I'm sitting on camp chairs days away from Christmas I'm going to have friends and family over with nothing to sit on the lady said she would look into it and see what she could do to get this out to me as soon as possible and she would call me back before 7:00 p.m. It's now 6:30 and no one has called me yet again Ashley furniture is turning out to be an absolute and complete joke this is by far the worst customer service I have ever experienced and this is the type of customer service you do not provide to customers. Your mergers are your problems not mine deliveries should be kept going regardless of your problems I would like 50% off

  Business Response

  Date: 12/29/2024

  Good morning team,

   

  May we please have complaint ID Number#******** transferred to CTR Associates *** for processing?

   

  Thank you,

   

  ******** *********| Corporate Solutions Specialist

  Ashley ******************

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

  p : ************ | ***************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 02/11/2025

  Good morning team,
  
   
  
  May we please have complaint ID Number#******** transferred to CTR Associates *** for processing?
  
   
  
  Thank you,

  Customer Answer

  Date: 03/06/2025

  The complaint for this issue has been resolved the company finally canceled my order and refunded my money.

• Initial Complaint

  Date:12/18/2024

  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.

  Bought new couch for delivery -Ashley Furniture Store ********************************************* in June '24. When it arrived months after order as they cancelled delivery 3 times. When it was delivered the first time, delivery men pushed couch through living room wall and ripped out our door frame getting it into house. When in the house realized brought wrong parts so they had to take back. Did end up paying us a small amount to fix our house, 600$. Repaired door and drywall ourself. Over a month later they delivered it again but then started falling apart within 1 month. Cushions started separating at seams and separations are getting larger over time even with the couch being covered by a blanket trying to protect it.We had a repair man come out to the house from Ashley and he said the separation of the cushions looked like manufacturing defect, he could tell the couch was treated well and looked brand new besides the seams falling part. He couldn't fix the couch because they did not send him or us replacement pieces.Over 25 phone calls into the store and to their warranty center. They are yet to sent all replacement cushion covers which is only thing they say they'll do. Last partial shipment of covers was wrong color sent, we are still waiting on more shipments. Now December and couch is literally falling apart at the seams. They dont know when they will be able to send out someone to repair again when all the covers do show up. They say the only thing they can do is continually have us wait for cushion covers to come and then try to schedule a repair person but that when the warranty is up that they will no longer fix this issue even though it is pre-existing and we have been working with them for months.

• Initial Complaint

  Date:11/15/2024

  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.

  I spent $5,000 at this store. I purchased a couch, a queen bed, a nightstand and 3 barstools. I received everything on August 30th except for the nightstand & the bed slats. Took them 2 1/2 months to deliver the bed slats for my sons bed (delivered 10/18). I never received the nightstand I ordered. I have been back and forth with them and now they have decided to ghost and stop responding to me instead of making it right and delivering the nightstand that I paid them for. One of the customer support **** that emailed me sent me pictures of the nightstand in someone else's driveway (I uploaded them here) and asked me if that was my driveway. It wasn't, so it was clearly delivered to the wrong address. Someone named ***** called me and said she didn't even have record of anything I ordered except the bed. How do you not see all of the other items I ordered? I emailed her the invoice to show proof of the items I ordered and now she stopped responding. I just want the $142 nightstand I ordered.

  Business Response

  Date: 11/26/2024

  On the 11/13/2024 we spoke with the customer who to let us know about the issue with the night stand in question a new one was ordered for them. On Sept. 8th 2024 we purchased this location from Ashley corporate, unfortunately we were not advised of her nightstand purchase. The record of the sale for the nightstand was not supplied at the time we took over this location, and we do not utilize the same point of sale system and as a result we were unable to research the sale beyond what was initially supplied on transition.  As soon as we were advised of the situation a new order was placed, however, the customer then filed a chargeback against ********************** corporate, rendering us unable to complete the delivery as the customer had entered a legal dispute with ********************** Corporate. She advised us at that point that she no longer wished to receive product as a result of these issues. We are entirely sympathetic to the customer's situation but had a limited ability to respond the customer's issues. Please see interaction attached between our customer service team and corporate as well as the invoice that was created to replace the nightstand as soon as we were aware of the missing item. 

  Customer Answer

  Date: 11/26/2024

   
  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. I still do not agree with how the situation was handled and that they let it go on for so long before deciding to make it right. Of course that was after I did the charge back. I'm just glad I got my money back.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/22/2024

  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.

  Purchased couch 12/23.The recliner motor of the couch stopped working September 2024.Ive called Ashley Furniture multiple times and have been told they will have a technician call me to add me to wait list. Ive called 4-5 times and have never received response. I went to the store and was told the same thing. I asked for a manager and was told none were available. I called corporate office and was told they cannot help me and Id need to go to the store I Purchased from.

  Business Response

  Date: 10/22/2024

  Good afternoon,
  
   
  
  May we please have complaint ID number#******** transferred to CTR Associates *** for processing? This location is no longer an enterprise home store so I cannot assist this consumer.
  
   
  
  Customer service email address: ********************************
  
   
  
  Thank you,

  Business Response

  Date: 11/06/2024

  Since this complaint was filed a tech has been out to look at the issue and we have the parts on order. Unfortunately as we only recently took ownership of this location we have had to establish entirely new logistics, customer care teams, and relationships with furniture techs. We are working as quickly as we can to resolve this customer's issue. The ownership change is why corporate was unable to help as we have assumed responsibility for this area from them. We are working as quickly as we can to ensure customer satisfaction and will continue to do so. 

• Initial Complaint

  Date:10/03/2024

  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.

  I purchased a power loveseat from Ashley on August 23, 2024. The couch was delivered September 3, 2024. The delivery men were an hour late and hastily threw the couch together within a few minutes. The next day we discovered some of the buttons that move the head rest on the couch don't work and one of the recliners catches on its way up and down. We purchased "expert" delivery for an additional $199. We also purchased the warranty for around $200. In all, we spent around $1,600 on the couch. I called the day we noticed the parts not working, on September 4. I was told to ************* and was notified that a part was being sent that day. I called back a few days later and was told the technician would be there Friday, September 6th. By the end of that day we had heard and seen nothing from them. I called back and was told we would have to wait for the part to be delivered before scheduling a technician. In all, we have contactes them 10 times in the past 4 weeks and are told something different each time. Most recently, I contacted them October 1 because the part finally arrived in the mail, and was told we would have a technician out October 4 and would receive and email by today, October 3. I did not receive the email by noon so called again. This time I was told it takes 48 hours for the technician to confirm the appointment...okay, it's been 48 hours since I called, and they will confirm if the date is available. If the date is not available, the technician will contact us if they have dates available. This is absolutely ridiculous at this point.