Complaints

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

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
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  Ashley HomeStore

  11320 Carolina Place Pkwy Pineville, NC 28134-6323

  
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  Ashley HomeStore

  233 Airport Rd Arden, NC 28704-9404

  
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  Ashley HomeStore

  3932 E Franklin Blvd Gastonia, NC 28056-9298

  
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  Ashley HomeStore

  9632 E Independence Blvd Matthews, NC 28105-4628

  

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:05/18/2025

  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.

  On August 14, 2024, we purchased a sofa for $1,600, along with an additional $600 in costs for insurance, delivery, and taxes, totaling a $2,200 investment. The sofa we received is of significantly lower quality than what was presented in the store. After minimal use, it began to show severe wear and tear, inconsistent with a product in this price range.We contacted the company, and a technician was sent to replace all the cushions, but this did not resolve the issue. The sofa quickly reverted to the same poor condition. We attempted to reach customer service multiple times to discuss a resolution, but our calls were often disconnected, despite our polite and reasonable approach.Eventually, we went in person to the store. The staff there refused to take responsibility, directing us back to customer service. A representative was contacted during our visit and insisted that the only available option was to send another technician. We explained that the core issue was the significant discrepancy between the product we were shown and the product we received. At this point, we no longer want the sofa and are requesting a full ********* date, no acceptable solution has been offered. We feel misled and disregarded, and it appears that both the store and customer service are unwilling to take responsibility or provide a fair resolution. We are filing this complaint in the hope of receiving assistance and accountability.

  Business Response

  Date: 05/19/2025

  Dear Noi,
  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you have encountered, and we understand how disappointing it must be to feel that the quality of your purchase did not meet expectations. Please know that your concerns are being taken seriously.
  We recognize the time and effort you've invested in seeking a resolution, including multiple calls and an in-store visit, and we truly regret that the process so far has not met the level of service we strive to provide. Your feedback has been shared with our team to help improve both product quality assessment and the customer service experience.
  At this time, a service appointment has been scheduled for June 3, 2025, which is the earliest available date. During this visit, a certified technician will thoroughly inspect your sofa to assess its condition. If it is deemed defective, we will be more than happy to explore the possibility of a reselection exchange to ensure your satisfaction.
  We understand your request for a full refund; however, our policies require a professional evaluation to determine the next appropriate steps. We assure you that if the product is found to be defective, we are committed to working with you toward a fair and appropriate resolution.
  Thank you again for your patience and understanding. If you have any additional questions before your appointment, please dont hesitate to contact our customer service team directly. We are here to help and want to make this right.

  Kindest regards,

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because:
  Dear Ashley Furniture,
  Thank you for your response. However, I must express my continued frustration with how this matter is being handled.
  A ********** has already visited and replaced the cushions, which did absolutely nothing to resolve the real issue: the overall poor quality of the sofa. During our visit to your store, where you insisted on a second visit, we clearly stated that scheduling another ********** visit would be a waste of time for both sides. Despite that, your team went ahead and scheduled a second appointment. This decision was made entirely on your side, ignoring our input.
  Furthermore,based on our previous experience, we have no confidence that another ********** visit will lead to a different outcome. The first ********** simply stated,"This is what it is," and left, offering no real solution. There is no reason to believe the second visit will be any different.
  We purchased this product with the expectation of receiving a high-quality item.What we received falls well below that standard. After everything we have already endured including multiple phone calls, a store visit, and an unsuccessful service appointment it is unreasonable to continue dragging this out.
  If your company is unwilling to offer a refund, then at the very least, we expect you to act in good faith and provide store credit so we can replace this unsatisfactory item with something that meets reasonable expectations of quality and comfort. We should not be penalized for receiving a substandard product. This would allow us to exchange this unsatisfactory product for something more suitable and would go a long way in restoring our confidence in your brand.
  We urge you to take immediate action to resolve this matter appropriately. We have been more than patient, and we expect your company to uphold its responsibility to its customers.
  Sincerely,
  Noi.
  

  Business Response

  Date: 05/19/2025

  Dear Noi,
  Thank you for your continued communication and for taking the time to share your concerns. We genuinely regret that your experience has not met your expectations, and we understand how frustrating and disappointing this situation must be for you.
  We recognize the efforts you have already madethrough phone calls, a store visit, and a previous service appointmentand we sincerely apologize if youve felt unheard throughout this process. Please know that your concerns have not gone unnoticed.
  That said, in accordance with our warranty policies, a ********** evaluation is required to determine whether the merchandise is deemed defective before we can move forward with a reselection exchange. We understand your concerns about a second ********** visit, especially in light of your prior experience. However, this step is necessary to ensure that we follow fair and consistent procedures for all guests and uphold our manufacturers warranty standards.
  We want to assure you that if the ********** determines the product is defective, we will be more than willing to explore the option of a reselection to help resolve this matter. We truly want to reach a solution that is fair and in alignment with both your expectations and our policies.
  Again, we apologize for the inconvenience this has caused and appreciate your continued patience. Please feel free to reach out if you have any questions ahead of your upcoming service appointment.
  Warmest regards, 

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because:

  Hello,

  Thank you for your response and for acknowledging my concerns.
  However, I must respectfully decline a second ********** visit. I have already gone through this processalong with multiple phone calls and a store visitand the issue remains unresolved. I do not understand why your representative insisted on a second visit, especially after the first ********** stated that he had done the maximum he could do. Repeating this step feels unnecessary and dismissive of the time, effort, and frustration I have already endured.
  At this point, I am requesting that you move forward with either a refund or a compromise in the form of store credit, without requiring another ********** visit. Given the circumstances and the ongoing issues with the product, I believe this is a fair and reasonable resolution.

  I appreciate your attention to this matter and look forward to a prompt and satisfactory response.
  Sincerely,
  Noi

  Business Response

  Date: 05/19/2025

  We are very sorry for any frustration you have experienced surrounding this order. It is truly never our intention to affect our guests in such a way. 

  
  Unfortunately, this item is not eligible for an exchange or return; however, if the technician finds they are unable to restore the item, we will be in touch to go over the next steps, which may include an exchange. 

  
  Your service appointment is currently scheduled for the first available date, 6/3. Once the service has been completed, please follow up with us and we will be able to look into compensation for any inconvenience experienced. 

  
  Please reach out if you have any questions regarding your scheduled appointment or need assistance rescheduling for a more convenient day.

  Thank you, 

  Ashley | Customer Experience Team? 
  
  

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because:
  Thank you for getting back to me.
  I honestly dont understand why you believe a second ********** will reach a different outcome than the first. The issue has already been assessed, and sending someone else without offering a proper resolution feels like you're just delaying the process rather than addressing the problem.
  This is not an acceptable way to treat customers. I've already spent time and energy trying to resolve this, and being told theres no option for an exchange or return despite the situation is incredibly frustrating and disappointing.
  I expect better service and a real solution, not just another appointment and empty reassurances.
  Regards, Noi.

  
  

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising 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 was at home when my furniture was supposed to arrive delivered. Nobody knocked on my door. They left without knocking. They refused to bring my furniture back. I live alone. I had taken off from work so my furniture could be delivered. I had no choice but to cancel my order. I paid cash money in full for my furniture. Now Im waiting on my refund check. Now Im forced to wait on my money and go somewhere else to make a purchase

  Business Response

  Date: 05/21/2025

  Thank you for bringing this matter to our attention. We are very sorry for any inconvenience caused during the delivery or cancellation process. It is truly never our intention to affect our guests this way. 
  
  This refund request has been submitted. We ask for ***** business days to process any refund requests and a check will be sent to the address on file. 
  
  We appreciate your patience while we process this refund and are available to assist with any other concerns in the meantime. 

  Thank you, 
  

  Ashley | Customer Experience Team? 
  
  

• Initial Complaint

  Date:05/07/2025

  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.

  Date of Purchase: April 13, 2025 Order Details: Modular recliner sectional and coffee table Delivery Date: April 26, 2025 Total Price: $4282.71 The sectional was delivered on time. However, one piece the "Wedge" did not fit properly and is shorter than the rest, resulting in an uneven overall look. In addition, the sectional cushions appear uneven as some have more or less fiber filling. I had already cleared my living room and donated my previous furniture, so I had no choice but to accept the delivery, with the understanding that the issue would be formally reported by the delivery crew. The crew attempted to contact customer care during delivery, but the call was dropped. However, they did make notes of the above. I contacted customer care immediately after the delivery. They assured me a specialist would be scheduled to evaluate the issue. The sales person texted me same day asking when I can come in the store to select a different sectional, but after I reached out to her and explained the issue, she went silent and would not respond. Now I am stuck with a subpar product, no coffee table ( nobody is even mentioning when it could be delivered). I left 1-star ****** review, after which I received a message stating compensation would be discussed following the technicians evaluation. - Technician visit is scheduled for May 29 over a month after the delivery - **************** table as they could not even provide an estimate on delivery I purchased a new sectional and expect to receive a product in new condition, not one that requires in-home repair. Im seeking a timely and satisfactory resolution to this issue. The handling of this issue reflects a serious lapse in customer commitment and accountability.

  Business Response

  Date: 05/08/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've experienced with your sectional, particularly the size variation of the wedge piece and the inconsistent cushion fill. We understand how disappointing this must be, especially after preparing your home for the delivery of new furniture.
  
  We have scheduled Service Appointment #********** for May 29, 2025, to address these concerns and attempt restoration. While we recognize this represents a delay, it is currently the earliest available appointment based on technician availability.
  
  Our goal is to ensure you are satisfied with your purchase. If the service visit does not fully resolve the concerns, we will be happy to discuss appropriate next steps. Additionally, consideration for the delay in receiving service may be available and can be discussed once all concerns have been adequately resolved.
  
  Thank you for your patience and understanding.
  
  Thank you for being the best part of Ashley.
  Ashley Customer Experience.

  Customer Answer

  Date: 05/08/2025

   
  I am rejecting this response because: Thank you for your response and for scheduling a technician visit. However, I must respectfully reject this as a satisfactory resolution at this time. While I appreciate the acknowledgment of the issues with the wedge piece and the uneven cushion filling, the current course of action only prolongs the situation without providing a meaningful solution.
  The scheduled technician visit on May 29 is nearly five weeks after delivery, and it is only for evaluationnot resolution. This means I am left with a visibly defective product in my home, with no guarantee of a replacement or an appropriate alternative. Waiting over a month for an evaluation not even a repair or exchange places the burden entirely on me as the customer, after I paid in full for new ******************** and cleared my home in anticipation.
  To date:
  I have received a sectional that is uneven and clearly flawed.
  I canceled the coffee table due to a complete lack of delivery information.
  Communication from the sales team ceased after I explained the issue.
  The proposed technician visit does not address or fix the core problem.
  I purchased a new sectional, and I reasonably expect to receive it in new, acceptable condition not one that requires in-home assessment and possible repair. Ashley has not yet offered the opportunity to replace the defective item or to allow me to select an alternative set, which would be a more appropriate customer-centric solution.
  In summary, the proposed technician visit does not resolve the issue; it merely delays the process further. I respectfully request that Ashley offer a more proactive solution, such as:
  Replacing the defective sectional;
  Allowing me to select a different item of equal value;
  Or issuing a full refund.
  Thank you for the opportunity to clarify my position. I look forward to a resolution that reflects genuine customer care and product accountability. 
  

  Business Response

  Date: 05/08/2025

  Dear ****,
  
  Thank you again for your response. We understand that the current situation has been frustrating, and we want to assure you that we remain committed to resolving it as quickly and thoroughly as possible.
  
  At this time, we have placed your service appointment on our waitlist for an earlier opening, and should an earlier date become available, we will contact you right away.
  
  Wed also like to note that the items were accepted into the home, and per the terms and conditions of your sale, once accepted, we are unable to grant an exchange, reselection, or return until service has been attempted.
  
  We understand that this may feel like an unfair resolution, but please know we are working within the scope of our current abilities to make this right. If our master craftsman is unable to restore your sectional to showroom condition during the scheduled appointment, we will gladly discuss next steps in the process at that time.
  
  Once all concerns are fully addressed, we will also be happy to discuss a goodwill gesture for the inconvenience youve experienced.
  
  Thank you for being the best part of Ashley.
  Ashley Customer Experience.

  Customer Answer

  Date: 05/08/2025

  I must disagree with the statement that "an exchange, re-selection, or return cannot be granted," as the store sales associate initially offered a re-selection next day after delivery, but then ceased communication and never followed through. The current proposed solutiona possible earlier technician visitdoes not provide a clear or guaranteed resolution, which leaves the issue unresolved. Thank you for referencing the Terms & Conditions. I fully understand them and recognize that, in hindsight, I should not have accepted the delivery under these circumstances. While I am not satisfied with the proposed resolution, I also understand that the remedy I am seeking is not being considered any longer. I invested a decent amount in sectional with the expectation that it would be fully functional and meet the quality standards promised at the time of purchase. Unfortunately, that has not been the case., I am willing to close this case as unresolved. I hope this feedback is taken into consideration to improve future customer experiences, and I remain open to continued dialogue should circumstances change.
  

  Business Response

  Date: 05/09/2025

  Dear ****,
  
  Thank you for your response. Wed like to clarify that the reselection offered after delivery was related to the coffee table, which was later cancelled due to delays. not the sectional. We apologize for any confusion this may have caused.
  
  While we regret that we couldn't provide the resolution you were hoping for, we appreciate your understanding and willingness to close the case as unresolved. Your feedback has been noted and will be shared to help improve future experiences.
  
  As always, if service is unable to resolve your concern, we will be happy to discuss the next steps. Should anything change, we remain available to assist.
  
  Thank you for being the best part of Ashley.
  Ashley Customer Experience.

• Initial Complaint

  Date:04/21/2025

  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.

  On April 5th I tried to cash out of my "Peace of Mind" furniture protection plan and was told it no longer has any value. I emailed Ashley customer support on April 9th and have not heard back from them. I also emailed Montage and they replied back that I needed to discuss the plan with Ashley. Since Ashley is ignoring me I am filing a complaint to get my $709.98. My plan paperwork does not have an expiration date on it.

  Business Response

  Date: 04/21/2025

  Good evening,

   

  Thank you so much for reaching out. We sincerely apologize for the confusion surrounding the protection plan credit. We have confirmed with Montage that the credits are valid, and they have been approved as of 4/15/2025. You should have received two emails from Broad River Retail with approvals of the credits; one for $279.99 and one for $499.99. However, you do not need these emails in order to utilize the credits. You can visit your local Homestore within the next 6 months to make your purchases and use your credits. Again we extend our deepest apologies for the frustrations caused, and confusion surrounding the plan credits. 

  Kindest Regards, 

   

  Ashley

• Initial Complaint

  Date:04/20/2025

  Type:Order 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.

  Repeatedly sends unwanted mystical junk mail and solicitation to my home residence. Despite numerous attempts for this harassment to stop I continue to get unwanted junk mail from Ashleys furniture to my house regularly.

  Business Response

  Date: 04/21/2025

  Thank you for forwarding the guest's concerns to us.  We're sorry to hear about the unsolicited advertisements she is received.  Unfortunately, she does not appear to be one of our guests.  Each Ashley HomeStore is independently owned and operated and our stores are almost exclusively in the southeastern **************  We strongly encourage Ms. ***** to contact her local Ashley HomeStore for contact information about her local licensee in order to have her concerns address properly by the appropriate party.

  Very kindest regards,

   

  Customer Answer

  Date: 04/22/2025

   
  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:04/07/2025

  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 reclining sofa from Ashley Home on November 11, 2024 which was delivered December 2, 2024. On February 16, 2025 I sat on my sofa and the right side reclining mechanism locked up and will not longer recline. As well as the left side of the sofa back is not functioning properly. I called customer service on February 17, 2025 to report that my sofa was now broken and talked to *********. While I was on the phone with her, I explained to her that I was only available on Mondays and Tuesdays (as I am a small business owner and work Wednesday through Saturday). On February 25, 2025 when I spoke to her she said there was nothing available the rest of the month and as soon as the schedule opened for March she would work on getting me on the schedule for March. On March 10, 2025 I called again and was told there was nothing available and that I'd have to wait for April's schedule to open up. I called ********* again on March 24, 2025 and left a message for her to return my call (that was at 10 am), when I still had not heard from her by 2 pm I then drove to the showroom and spoke with management there and they told me they'd see what they could do. I finally heard from ********* that evening. I spoke to the manager at the showroom once again on March 31, 2025 and was informed at that time that the service technicians did not service my area on Mondays and Tuesdays. So I told her at that point I was done with it and I wanted a replacement. A less than 3 month old sofa should not break. Now, on April 7, 2025 I was informed by the manager that she was informed they would not approve the exchange and I needed to find someone over 18 to be at my home for service to come. I have no family who lives here in ************** and all of my friends work Monday through Friday. It's now been 2 months of a broken sofa sitting in my living room and I've gotten nowhere. ********* should have known from the beginning that they don't service my area Monday or Tuesday.

  Business Response

  Date: 04/08/2025

  To whom it may concern,

  Thank you for providing us with this information. We have reviewed the account and approved an even exchange of the item. The customer has been contacted with the exchange information.

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

  Warm regards,
  Ashley | Customer Experience Team
  
  

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising 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.

  My husband and I went looking for an adjustable bed, so we stopped at Ashley Home store which was a big mistake. We look at the bed that was advertised on the floor we she said why don't you lay on the mattress, so we did this is the first store we go in. It was advertised with the Pro smart base under them so what we are looking at that's what we think we are getting no. So, we said this is what we want never telling us that's not the base that come with it. So, the ** of the store fixes up the paperwork still in our mind we think we going to get what we see in the store. Later after they has run our credit, we want to see the set up again already everything together. Then they take us to the bed again and I ask so two remotes will come with it right yes so, she goes and get these small remotes that we have never seen before for the platform and then show us a plat form that could be giving away for free. I said what is this she said oh this is the remote to the base I said this is not the base that the mattress are laying on and this is not the remote we used to see what the base do so the ** said that will be $ ****** more dollars for those base false advertising after they have got our money and we have sign the paperwork. So I called the following day and talked to the lady that was helping us she said I could see the look on your face that you were not please knowing he said we could get the other base if we were to give 700 more dollars what he did was pick out the base himself I told her so yes I want the pro smart base which do everything so she said instead of you coming up here which was Sunday we will set it up on line and we did the mattress and the base came and everything was totally different we had got rid of our bed and when the *** came the next weekend remotes were different the base were different and they refuse to give us our money back because they made the mistake and we are not happy for what they did delivery *** said they do it all time.

  Business Response

  Date: 04/09/2025

  Hello!
  
  Thank you for reaching out and sharing your experience. We're truly sorry for the confusion regarding your adjustable base order and appreciate the opportunity to address your concerns.
  
  After reviewing your purchase and speaking with both the store and our leadership team, we confirmed that your order reflects two Ergo Smart Bases. However, at the time of delivery, one Ergo Smart and one Ergo Pro Smart base were brought to your home in error. We understand this caused confusion, especially since the floor model featured the Pro Smart base and both versions share similar features like underbed lighting.
  
  We also understand you had a detailed conversation with our team on April 5, 2025, to clarify the differences between the bases. Based on that conversation and feedback from our Area Manager, it was confirmed that the final selection was for the Ergo Smart Base.
  
  As a resolution, weve offered two options:
  1. Exchange the base to match your original order two Ergo Smart Bases.
  2. Upgrade to two Ergo Pro Smart Bases by covering the $1,000 difference.
  
  Weve been awaiting your decision so we can move forward and resolve this for you. We sincerely regret the frustration this has caused and are here to help. Please call us at ************ when you're ready to proceed.
  
  Sincerely,
  Ashley Customer Experience

  Customer Answer

  Date: 04/23/2025

   
  I am rejecting this response because:
  

  When we purchase this base we were shown the pro smart base. Never was shown an ego smart base they did false advertising when we went in to look at the base that the mattress was laying on. Not one time did they mention an ego smart base even in there chat they told me they had made a mistake they knew the base that we wanted after they had taken a pond themselves to give us something we did not ask for they sent out one pro smart base and a base we never seen before after I had paid more money for the base I do have a picture of the base. the pro smart base was to come to the house within 24hr because we told the delivery guy to take everything back number one false advertising, but a lady got on the phone and said that it will be out within 24 hours it had to be approved we waited, and we are the ones that have been calling them until we got to the point to we asked that they come get the stuff and return our money they even went so far as putting a credit card in our name without us knowing about it we would like to receive a refund of ********* because this has been a nightmare for us. There is no need for false statements. 

  
  

  Business Response

  Date: 04/23/2025

  Hi there, ******!

  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for the confusion and the frustration this situation has caused you. It is always our goal to provide a smooth and transparent experience for all of our guests.
  We truly regret any misunderstanding and acknowledge how disappointing this experience has been for you.
  Regarding the adjustable base, we are more than willing to resolve this by proceeding with an even exchange for the correct adjustable base, as originally intended. We are committed to ensuring that you receive the product you expected.
  As for your concern about financing, please know that we take financial transactions and personal information very seriously. In order for financing to be completed, the applicant must provide personal information and sign the appropriate documents at the time of purchase. A credit account cannot be opened without explicit consent and a signature from the purchaser. We have verified that all standard procedures were followed in your case.
  While we understand your request for a full refund of $14,332.85, we must respectfully inform you that our policy does not allow for a refund in this situation. However, we are fully prepared to coordinate the exchange at your convenience to ensure you receive the correct base.
  Again, we deeply apologize for the inconvenience and miscommunication. We value your business and are here to assist in resolving this matter to your satisfaction within the scope of our policies.

  Warmest regards, 

  Customer Answer

  Date: 05/01/2025

   
  I am rejecting this response because:
  
  Good evening and thank you so much for listening to my voice mail message. And I really thank you so much for taken the time and listening to my complaint I have tried everything that I could to reason with these people and there are so many false statements that they have made for one I had told the delivery *** to take the things back before he left my door and one of the supposed to be CEO's said give them 24hrs to make it right. First of all, why would I purchase something I have never seen before as I did explain I seen the pro base and that's what we thought we was purchasing but they decided to give us what they wanted and when I did pay like they said ****** more dollars I signed over the phone and on the 29th they brought two different base out here if I asked for ego smart base why would they send a base that I already looked at in the store. I called yesterday about the mattress the same response we will send you a link through your email I have not received it, yet I am having serious back pain and neck pain and shoulder pain and I explain that to them they told me I have to wait till the 29th I did I have even received an email yet was supposed to be sent yesterday. ever since this has been going on I have not received an email from them they call from an 803 number from ********* or ********* the same people over and over again this has been very stressful for me, and I'm tied going back and they did a bad deal and do not want to correct it. Then they want to give false statements when the delivery *** said this has happen more than once. Like I stated I was told to give 24hrs I had told him to take the items back while he was there, I took them at their word, and it was false so now once again the mattress Is bad, and they are doing the same thing and saying the same thing.

  Business Response

  Date: 05/04/2025

  Dear Better Business Bureau,
  
  Thank you for the opportunity to respond to Mrs. ******* concerns.
  
  We sincerely apologize for the confusion and frustration caused by the incorrect base delivered with her order. Upon review, we discovered that a Pro Smart Base was delivered in error, while the original order included standard Ergo Smart Bases. We understand how important it is for our guests to receive exactly what was selected, and we take full responsibility for the mix-up.
  
  After speaking with Mrs. ****** directly, we are pleased to confirm that we will be updating her order to provide a matching set of Ergo Pro Smart Bases at no extra charge. Our Experience Manager or a member of our retail team will be reaching out to her within the next two business days to finalize the update and scheduling.
  
  Were grateful to Mrs. ****** for allowing us the opportunity to make this right, and we are committed to ensuring her satisfaction as we complete this resolution.
  
  Sincerely,
  Ashley Customer Experience
  ************
  *******************************************************************

• Initial Complaint

  Date:04/03/2025

  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 floor sample mattress that was in excellent condition at the time of purchase. The Mattress was delivered and found to be defective. The mattress is sagging and appears broken at the upper portion of the mattress, close to the head of bed. I called **************** who stated they could not help me because it was a final sale. **************** instructed me to call the store. I called the store and was told that they could not help me because it was a floor sample and accused me of lying about the mattress.

  Business Response

  Date: 04/04/2025

  Good Morning,

  Thank you for taking the time to bring this matter to our direct attention, however this guest is not from our area under our licensee.

• Initial Complaint

  Date:04/01/2025

  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.

  On 02/21/2025, my husband and I went to Ashley furniture on Capital blvd. We spent about $1000. We had to cancel due to the home we are renting being sold. We reached out to the Capital store on 03/16/2025 to cancel the order, we were told someone would cancel it for us. The order was not cancelled, it was put on the delivery truck and sent out to be delivered. We werent able to get the order officially canceled until the 19th and no one was ever able to explain why. After speaking to customer service, was told my refund check would be sent out. A week later I was told that refunds are only sent out on Thursdays, mind you I cancelled my order on a Sunday and it was in the system by Wednesday. They told me that my check could not be sent out on 03/20 because it was too close; I was advised it would be sent out on 03/27. After speaking to customer service I reached out to the Capital store to inquire on why I was not told refund checks are o my sent out on Thursdays and I was advised that they were never aware of that procedure. After looking through all my documents and emails, searching the Ashley website, I was unable to locate any information stating refund checks are only sent on Thursdays. It does say your refund will be processed in 10 business days and when I questioned customer service and the store, I was told that the 10 days included from the time of cancellation to the time I get my refund, I was not told they do not issue the refund until the Thursday AFTER the 10th day. As of today, 04/01/2025, my refund check has not been issued. I spoke with Ashley and ****** in customer service and they told me that my refund check would not be issued until 04/03. This has been 3 weeks of wasted time and energy that we could have all saved if they would have cancelled the order when I asked and issued the refund when the order was cancelled in the system. I would NOT recommend shopping with company as a whole. They will keep your money as long as they can.

  Business Response

  Date: 04/02/2025

  Hello,
  
  Thank you for bringing this to our attention.
  
  Unfortunately, there was an unexpected delay in processing the refund. Weve forwarded the request to our ********************* to finalize as soon as possible. The guest can expect the refund to reflect within 710 business days.
  
  We apologize for any inconvenience this may have caused.
  
  Warm regards,
  Ashley Customer Experience Team
  ************
  

  Customer Answer

  Date: 04/03/2025

   
  I am rejecting this response because:
  
  As of 04/03/2025; there is no clear indication of where my refund is. I have spoken to customer service @******* and was told my refund was just approved on the 10th day and the she can not guarantee my check will be sent out today (3 Thursdays later). Until I receive some sort of confirmation from accounting stating my refund has been processed and the check is in the mail today then there will be no satisfactory resolution. 

   

  Business Response

  Date: 04/03/2025

  Good afternoon,

  
  We apologize for any confusion regarding this matter. The refund was processed by our accounting team yesterday. Please note that the refund was not issued as a check; it was returned to the debit/credit card on file.

  
  As the refund has been processed on our end, the timing for it to appear in the guests account will depend on their bank's policies. This is why we advise allowing 7-10 days, as different banks may have varying processing times.
  We hope this clarifies the situation.

  
  Thank you,
  Ashley Customer Experience Team 

  Customer Answer

  Date: 04/03/2025

   
  I am rejecting this response because:
  
  Because the card they are stating it has been refunded to has been marked for fraud. I was told that it was in the notes of my account with **********************, meaning the person writing this response didnt look at the notes. I was told that Ashley had already attempted a refund via the card and it was declined so they were issuing a check. I have spoke with many people in customer service who have advised me that I was receiving a check, I spoke with 2 people today 04/03/2025 regarding the matter. So either the person responding to this complaint has not done their due diligence in looking into all the information or once again I have been lied too. It seems Ashley does not want to return my funds although I have not received any of their merchandise. What is the real problem? Why is everyone saying something different? 

  Business Response

  Date: 04/09/2025

  We are very sorry about any miscommunication regarding the refund. Unfortunately, we have been unable to get in touch with the guest to offer further assistance with the refund. Once we are able to discuss the status of the account and refund with the guest, we will be able to help with the issue. We have reached out to the guest at the phone number provided ending in 7611 and have left information for the guest to reach out to our team directly as well. 
  
  Thank you, 
  
  Ashley | Customer Experience Team? 
  
  

• Initial Complaint

  Date:03/31/2025

  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.

  My husband and I purchased a couch from Ashley Furniture Home store, the model specifically through their **************** by Ashley. The couch cost over 4k so we bought the warranty as well for protection. We were informed that the warranty was good for 5 years on things like damage to the leather, springs, and mechanical parts. Other parts of the warranty were more limited but that was acceptable. Fast forward three years and the pull string for one of the recliners broke. We are only 3 years into the warranty and the paperwork we have for said warranty confirms that the recliner mechanisms is covered for 5 years.I filed a claim and it was denied. When I called to find out why, I was told that if I didn't file the claim within 30 days of noticing the damage, it would not be covered. Let me restate, the 5 YEARS of coverage I paid for was really only 30 days of coverage. Nowhere when purchasing the warranty or in the paperwork I still have was this condition stated. Ashley Furniture claims refuses to refund my warranty nor fix what I have paid to have covered.

  Business Response

  Date: 03/31/2025

  We had the opportunity to speak to the guest and explain that while we are able to assist with claims made through the manufacturer's warranty, we are unable to assist with claims made through extended protection plans. Any questions or concerns regarding coverage will need to be directed to the extended protection plan. We suggested the guest reach out to the appropriate team for further assistance. 

  Thank you, 

  
  Ashley | Customer Experience Team? 
  
  

  Customer Answer

  Date: 04/01/2025

   
  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.