Business Profile

Furniture Stores

Ashley HomeStore

Headquarters

Complaints

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

Customer Complaints Summary

300 total complaints in the last 3 years.
93 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:09/14/2023
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.
Ashley home store schedule my delivery for the 15th of September 3wks after I paid for it. They called 3days before to say it wouldn't be delivered as promised but couldn't give me a date said it could take as long as Nov 15th. So I requested to cancel my order they informed me if I was canceling the order I would have to pay a restocking fee of 10% I said you don't have it in stock how can you charge a restocking fee. They said it's policy. That was on the September 9th it's now the 14th and still no refund. If they charge me a fee I'm carrying them to small claims court
Customer Answer
Date: 09/15/2023
Purchased from Ashley home store ******* *******.
************************ ****************************************************************. Phone number **********

Business Response
Date: 09/18/2023
Thank you for forwarding the guest's concerns to us. According to our records a full refund of $802.42 was issued back to the guest's card provider on September 13, 2023. The guest was not charged any fees for canceling the order. We strongly encourage the guest to contact his card provider with any further questions regarding the refund.
Kindest regards,
Customer Answer
Date: 09/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:09/12/2023
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.
Damaged and/or non functional furniture on most 5 out of the 6 items delivered. Advised this immediately & they are instead offering $150 on two of the pieces instead of an exchange of item or a refund. Trucking company (EHK) will not redeliver remaining items as original problem in first delivery was reported to customer care, so same trucking company just passes my house by. We asked for alternate delivery truck, however they keep sending same one & the same truck will not stop to deliver. I have photographic evidence of this. detailed letter attached. I want a full refund of everything.
Business Response
Date: 09/13/2023
Hello!

Thank you so much for bringing this matter to our attention. We have spoke with ******************, and to allieviate the complaint, we have granted a return of her order in full.

We have spoken with ******************* and have expressed our deepest apologies for the experience. She is scheduled for pick up of the items on September 16th, 2023.

Thank you again for your support on this matter.
Ashley *************
Customer Answer
Date: 09/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and I reluctantly find their proposal unfair, however just to be over this nightmare, will except as long as I get the refund promised within the 10 days as they picked up all of the furniture on Septermber 16, 2023. The refund should reflect the one piece I was never delivered also, this should all be within 10 days.

Thank you.
Lene' *******

Customer Answer
Date: 10/20/2023

I am rejecting this response because:
I reluctantly agreed to a refund. It was to come in 2 parts, as they said one of the pieces not delivered to me was with their distributor/trucking company. I received part of the refund on 18SEP23 & have not received other part. Still owed to be is $590.15. I have called dozens of times, no one calls me back. I have emails several times also. It is a month over due.
Business Response
Date: 10/22/2023
Hello!
We apologize for the delay in receiving your refund. It looks as if the cancelation of the order has not taken place despite being requested. We have canceled the remaining open order and submitted your refund. Please allow up to ten business days for your check to arrive in the mail.
Best regards,
Ashley Customer Experience
Initial Complaint
Date:09/06/2023
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 bought a house full of furniture from Ashleys. Something was wrong with each piece. They fixed what they could and Im ok with that. They shipped the same couch twice. The same recliner twice.They shipped me parts twice. The first parts were damaged so I had them picked up. The second parts for the couch came and I scheduled someone to come out. He did not use any of the parts. He went to his vehicle and got some stuffing and put in the back of the couch. Now one side is bigger and harder than the other side. The legs on the couch bow and dont recline out. I do not care to keep this couch and they wont do anything but keep sending people out here that doesnt know what they are doing. If the couch gets returned then the recliner needs to be returned also. I will not have mixed matched items in my house. I will never buy anything else from them. They sell you the furniture and a third party delivers it. Then another third party tries to come and repair it. Everytime I call there toll free number they pass you to the next person. No one wants to solve your problem and you have spent all this money. Not a happy customer!!
Business Response
Date: 09/07/2023
To whom it may concern,
Thank you for bringing this issue to our attention. We have approved an even exchange of the sofa being the customer has declined an additional service. This exchange, **********, is pending scheduling due to product availability. The customer has been provided this information.
Thank you,
Ashly Customer Care
Customer Answer
Date: 09/07/2023

I am rejecting this response because:
I have already had the same couch twice. Why would they think the third one would be any different? I prefer them to just refund the living room set and be thru dealing with them. All these issues have been almost a year. Every piece I got something had to be done. I dont care to deal with this issue anymore.
Business Response
Date: 09/09/2023
To whom it may concern,
We have sent the following email to the customer. We have approved a return of the two items.
Good afternoon,

We have approved a return for the 2 SEAT PWR REC SOFA ADJ ****** product sku 5930147 and PWR RECLINER/ADJ HEADREST product sku 5930113. The return order number is ********** and has been scheduled for the first available date of 9/15/23. Please call our ************************ to reschedule if this date does not work for you. Once the items are returned and processed, a refund of $3343.73 will processed. Please allow for **** business days for the refund to process from the return date. We sincerely apologize that we were unable to correct the issue to your satisfaction.

If you have any additional questions or concerns, please reply to this email or call our ************************ at ************. Agents are available to assist you Mondays-Saturdays for 8:00 AM - 7:00 PM.

Warm regards,
Ashley Customer Care
Customer Answer
Date: 09/11/2023

I am rejecting this response because:
I think you need to refigure the total. The couch and recliner together were *******. I paid tax then the Ashley dash was ****** so now it would be less since my total is less. Not understanding where you came up with your figure.
Business Response
Date: 09/13/2023
To whom it may concern,
Thank you for the updated information. We sent the following information to the customer.
Good afternoon **************,

We have reviewed your response regarding your refund on the return. The refund amounts for the merchandise are the same as what is shown our your receipt. We have provided a copy of your sales receipt and the return order for your reference. The delivery fee of $399.99 is not included in your refund due to the fee being nonrefundable as stated in our Terms and Conditions. Upon review of the full order, there is also the purchase of a 5YR Protection Plan. In order to receive a pro-rated refund for the plan, you will need to contact ************ directly to cancel the plan. Regretfully, we do not have the ability to cancel that plan for you. The ************ ************************ can be reached by calling ************. ************ will send us confirmation of the cancellation along with a pro-rated refund request which we will process at that time.

If you have any additional questions or concerns, please reply to this email which goes directly to the agent in charge of your account, or call our ************************ at ************ where any agent will be able to assist you. Agents are available Mondays - Saturdays from 8:00 AM - 7:00 PM.

Warm regards,
Ashley Customer Care
Initial Complaint
Date:08/30/2023
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.
On November 30th I purchased a bed for my daughter using my synchrony bank credit card. the bed was delivered but the components ordered were not compatible, meaning the rails did not fit into the footboard and headboard therefore, a new headboard was ordered that was the correct fit. When the correct headboard was delivered another charge was created which had already been included in the original price which was $432.24. They added an additional charge incorrectly in the amount of $231.11. I have made multiple attempts with both the Ashley store, Ashley ***************** and ************** with no resolution to the problem. I'm asking for a refund in the amount of $231.11.
Business Response
Date: 08/30/2023
To whom it may concern,
The following email has been sent to the customer. Our records show she was billed when the items were delivered and that she was not overcharged.
Good afternoon,

We have reviewed your account in accordance with your complaint. We can see that the delivery bed was split between two dates, 11/30/22 and 12/8/22. Items are not billed to the financing account until they are delivered. The total amount is set as an authorization hold at the point of sale and then once the items are delivered, the items are then charged to the account. On 11/30/22 the following three components of the bed were delivered, roll slats (B100-13), rails (B331-95, and the footboard (B331-54s). the total for those three items, the one time delivery fee and taxes came to $432.24. On 12/8/23 the headboard (B331-157) was delivered and that total merchandise cost with tax cam to $231.11. Your total order was $663.35 as shown on your attached sales receipt. The two deliveries do total the $663.35. We do not see where you have been overcharged and therefore we cannot approve a refund.

If you have any additional questions or concerns, please reply to this email or call our ************************ at ************. Agents are available to assist you Mondays-Saturdays for 8:00 AM - 7:00 PM.

Warm regards,
Ashley Customer Care
Initial Complaint
Date:08/30/2023
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.
I originally purchased furniture (mattress, Box spring, Kitchen table, and six chairs) from Ashley in April 2023. Each piece of furniture I purchased has been damaged/defective prior to being delivered to my home. I have spoken to several customer service representatives/managers since April till now (August 30, 2023) which stated that I would be compensated for my inconvenience and damaged items. Ashley is only offering $210 for an order that is about $3k and I still have two damaged items in my home. I have given them several attempts to make things right over the past 4 months and Ashley has still not corrected the issue. Ashley does not care about their customers, the staff are disrespectful and rude. My compensation should be more than $210 for ******** fact that every item I purchased was damaged.
Business Response
Date: 08/30/2023
To whom it may concern,
The following email has been sent to the customer.
Good afternoon,

We have reviewed your complaint and sincerely apologize for the overall experience that you have had. We see that you have two open part orders for two of your chairs. We have reached out to the manufacturer and these are estimated to ship in two weeks. Once the parts arrive, please call to schedule the pending service order 1023025121. Once the service is complete, we can re-evaluate the compensation offer to account for your overall experience. Please reply to this email for direct correspondence with our Customer ******************** and let us know if there are any other damages that have not been addressed so we can better assist you with a resolution.

If you have any additional questions or concerns, please reply to this email or call our ************************ at ************. Agents are available to assist you Mondays-Saturdays for 8:00 AM - 7:00 PM.

Warm regards,
Ashley ************* Management
Customer Answer
Date: 08/31/2023

I am rejecting this response because:
I should not have any outstanding part orders. Everything should have been cancelled last week per Ashley Furniture customer service representatives so I can get the compensation resolved. I have given Ashley Furniture about 10 attempts to get things right (since April/May 2023) and it still hasn't been resolved so I just said forget trying to fix/replace the defective/damaged items.
Business Response
Date: 09/01/2023
To whom it may concern,
We have worked with the customer on cancelling the open parts and service orders. We have re-evaluated the compensation offer and offered either a $430 Ashley In-Store Credit or a $325 price adjustment. The customer accepted the $325 price adjustment. No further action is required.
Thank you,
Ashley Customer Care
Customer Answer
Date: 09/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:08/25/2023
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.
Purchased wood furniture July of 2022. Inside dresser draws smelled like fish. Thought it was secondary to furniture sitting in warehouse and it would get better with time. Furniture otherwise functional and looks good. Causes clothes to smell like fish. Smell hasnt improved after a year and research indicates smell is from rotten wood. Contacted store and they redirected us to warranty. Filed claim to have replaced and received notice from warranty odors of any kind are not covered. This is wood furniture that came to us this way. Gave them the benefit of doubt and hoped it would get better to avoid having to contact store and go through process of replacement. This is not something we did. They sold us rotted wood furniture and should remedy the mistake
Business Response
Date: 08/25/2023
Thank you for bringing this to our attention. We have emailed the customer with the following information and offer.
Good afternoon Luther,

We appreciate your feedback and have reviewed your complaint. We sincerely apologize for the overall experience that you have had, regretfully we are unable to provide you with additional assistance. The item was delivered on 7/29/22 and our policy states that any issues with fumes would need to be reported within 14 days of delivery. Our records show that the first contact from you on this issue was on 8/15/23. We appreciate your business and regretfully are unable to replace the item however we can offer you some compensation. We can offer you a $300 Ashley In-Store Credit or a $150 price adjustment on your order. We look forward to hearing from you on which option you would like to move forward with.

If you have any additional questions or concerns, please reply to this email or call our ************************ at ************. Agents are available to assist you Mondays-Saturdays for 8:00 AM - 7:00 PM.

Ashley Customer Care
************
Initial Complaint
Date:08/22/2023
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.
On 4/2/2021 I purchased a dining room table and chairs from Ashley Furniture Homestore Outlet at *******************************************************************. The salesman, ***************************** also sold me the 5yr ************ Plus Warranty and advised that the warranty covers damage such as scratches, dents or gouges to the finish on the tables and chairs as well as fabric protection. I filed a claim on 2/10/2022 after damage (scratches) occurred to the top of the table after moving a heavy wooden box and damage occurred to 2 chairs (scratches) when they were all being moved from the dining room to clean the floors. Didn't receive any response or phone call and reached out to them by phone on 8/15/2023. I told the customer service agent that i didnt receive a responce and that the claim was assigned to a ************** but again i was not contacted. He stated the claim was denied and closed becaus, "normal wear and tear and damage to more than one area in a single instance is not covered". I told him the damage happened on the same day and explained that heavy wooden box was being moved off the table that caused the scratches and it was not normal wear and tear. He told me he would reopen the claim, to file I again and it would be covered. I filed it again and the very next day it was denied for the exact same reason. I called again and spoke with a very rude agent who refused to listen to me and said they would deny it because it was normal wear and tear. I tried to explain and she rudely told me the claim would never be approved. Called the Ashley Furniture Store directly and spoke with ******** I told her exactly what happened and she said she was going to transfer me to their service department who would be able to help me. I spoke with ********* and explained everything to her. She told me she understands my frustration and the warranty company is very strict and funny about the wording used on a claim. She said re-file. DENDIED AGAIN!!! I paid $1,029.98 and they refuse to fix it!!
Business Response
Date: 08/24/2023
Hello!

Thank you for bringing this matter to our attention. It is never our intent to affect our guests in this way.

After speaking with *******************, we have granted an exception to perform service despite the items being outside the Limited Manufacturer's Warranty. We apologize for our ******* Care provider refusing to assist with the damage caused by the incident.

Thank you again for your assistance on this matter.
Best Regards,
Ashley *************
Customer Answer
Date: 08/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:08/21/2023
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.
Purchases the luxora sectional chaise from ashley furniture in December of 2018 along with a 5 year protection plan. I noticed a metal piece sticking out from the decking of the sofa which caused the fabric on the cushion to tear a part. I filed a claim which was rejected. Upon purchasing the protection , we were told that any damage would be covered.I'm asking for a full replacement of the sectional chaise as replacing cushions at this point would not match the color of the sectional due to its age.... or a billing adjustment/ credit.I felt we were lied to and mislead with this furniture protection plan that we paid extra for! I'm very disappointed and frustrated!
Business Response
Date: 08/22/2023
Thank you for forwarding the guest's concerns to us. We're sorry to hear that the guest's claim was denied by the protection plan provider. As this is well outside the limited one-year manufacturer's warranty, Ashley is not able to repair or exchange the item. We apologize for any miscommunication at the point of sale which may have created inaccurate expectations regarding the plan coverage. In consideration of the this, however, we are refunding the guest's protection plan even though it has been in effect for more than four-and-a-half of the five years. Please allow approximately **** business days for processing of the $299.99 to before being applied back to the original method of payment. We're sorry that the plan did not live up to expectations and we're happy to adjust the guest's billing as a result.
Very kindest regards,
Customer Answer
Date: 08/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Is it possible to refund this $299 to our Ashley's credit card? I'm not sure what the original payment method was? Thanks.
Initial Complaint
Date:08/14/2023
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.
I purchased a pair of lamps and the day I received them, called to get them returned. The representative told me ***** would pick up the package and to leave it outside my door. I did and for 3 days no one came to pick up. I called again and ***** came out to pick it up. ***** came out again once it was already picked up and I told them it had been picked up. The FED EX return number given to me by the representative was ***************. I have called twice since July 6 to see why I have not received a credit and each time have been told it would be taken care of immediately. It has not.
Customer Answer
Date: 08/14/2023
To clarify this was an online order that was delivered and the day it was delivered I requested a return. The 3rd party country unknown arranged for Fed Ex to pick up the item. I left the item out for 5 days and didn't get any pick up. I called again and the 3rd party country unknown arranged for Fed Ex to retrieve the item the following day. I also had fed ex come the day after. I called because I didn't get the credit after waiting for a couple of weeks and was told it would be processed immediately. The number ashleyonline 3rd party country unknown gave me was ***************. I never received the credit. I had to dispute the charge on my *****************
Business Response
Date: 08/18/2023
Thank you for contacting Ashley Furniture *********** **** We appreciate that you have notified us regarding this consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.

Upon receipt of the consumers concerns, we reached out to ****************** On 08-16-2023 we processed a refund back to the original form of payment. Please allow 1-2 billing cycles for the funds to reflect back to the account.

We have attached a screen shot of the refund for the consumer's records.

Regards,
Ashley Furniture *********** ****
Corporate Office
JD
Customer Answer
Date: 08/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
Date:08/01/2023
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.
Purchased sectional sofa 5/25/20(sales order **********) along with 5 year protection warranty issued by ***************** Services of ************* ***. for $119.99 at the urging of the sales person. On 7/20/23 submitted a warranty claim with Platinum for a rip near the zipper of one of the seat cushions of the sofa(Claim #T273046). On 7/21/23 received a claim denial from Platinum stating the rip was not covered because it was seam seperation or loosening of threads. On 7/29/23 went into the Ashley store and explained situation to manager. Stated we had been longtime and good customers besides this purchase and would like the extended warranty refunded or a credit for a like amount given for a future purchase. I was told no and that there was nothing Ashley could do further.
Business Response
Date: 08/02/2023
Hello!
Thank you for taking the time to forward ************************** concerns. We apologize for the inconvenience he has endured.
To resolve the issue, we have submitted a refund for 120$ to be refunded by check within the next ten business days.
Thank you for your assistance in this matter.
Ashley Customer Care
Customer Answer
Date: 08/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.

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Ashley HomeStore is BBB Accredited.