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 has 34 locations, listed below.

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  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
• 

  Ashley HomeStore

  649 River Hwy Mooresville, NC 28117-9055

  
• 

  Ashley HomeStore

  108 Harbison Blvd Columbia, SC 29212-2204

  
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  Ashley HomeStore

  607 NC 24 27 Byp E Albemarle, NC 28001-5358

  
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  Ashley HomeStore

  111B River Hills Rd Asheville, NC 28805-2550

  

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:03/19/2025

  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.

  We purchased living room furniture and then a bedroom set. When our front room furniture was delivered they threw it out of the back of the truck and rolled it in our new sod. Then when our bedroom set was delivered it was covered in mold, unpainted in spots and broke in spots! The second attempt the delivery team refused to wear coverings while it was raining then proceeded to throw our bed frame in the back of the truck. I have videos of all the things. The third attempt today our bed came broken! Now we have to wait again for a fourth attempt! Each time Ashleys does nothing to rush this delivery since we have been waiting so long!

  Business Response

  Date: 03/19/2025

  Good Afternoon Team,

  Thank you for bringing this matter to our direct attention. We have partnered with the guest and apologized for the inconvenience of being rescheduled for deliveries due to damage and awarded the guest with compensation in the amount of $200.00. This matter has been resolved and the guest is content. 

  Customer Answer

  Date: 03/20/2025

   
  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:03/17/2025

  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.

  "We purchased a 14" Gruve Elite Queen ******** on 12/04/23 and it was delivered on 12/15/23. In Jan 2025 the zipper broke on the mattress cover. We contacted the local store and they told us that the mattress was not covered by warranty. We told them that it is listed on their website that the zippered mattress cover was covered up to 2 years after delivery. We contacted Ashley Corporate through a ****** and discussed the issue. They sent us an email on 2/24/25 requesting pictures of labels and the damage, which we sent via email that day. They responded by email on 2/25/25 that the issue was not covered. How can a broken zip that does not keep at the mattress cover in place not be covered? The warning tags say do not remove the mattress cover because of fiberglass mattress and that removing it voids the warranty. With a broken zipper are we exposing ourselves to fiberglass?

  Business Response

  Date: 03/17/2025

  Thank you very much for bringing this matter to our attention. 

  
  We have spoken to the guest and explained that because the issue is not a manufacturer defect, is it not covered by the limited manufacturer warranty so we will be unable to assist with service on the item. We have started the process to compensate the guest for any inconvenience and have explained the compensation process to the guest. 

  Thank you, 
  
  Ashley | Customer Experience Team? 
  
  

  Customer Answer

  Date: 03/17/2025

   
  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:03/17/2025

  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 have purchased night stand with order# ********** from *********, ** store. They have charged me $125 more than there is online price. I found out this after picked up the order on the same day. I called the store and customer support. Bot have denied to price match.

  Business Response

  Date: 03/17/2025

  Thank you very much for bringing this matter to our attention. 
  

  We have started the compensation process for the amount of the price match request. We have also reached out to the guest to apologize for any miscommunication around our price match policy and to explain the process for the compensation.

  Thank you, 

  Ashley | Customer Experience Team? 
  
  

• Initial Complaint

  Date:03/06/2025

  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.

  This is to expose scam run by Ashley furniture stores through broad river rental warranty.I brought sofa,loveseat,chair,coffee table from Ashley in 2021, they coaxed us into taking their diamond care warranty.We had some damage on 3 pieces of furniture mid Feb so filed 1 claim on 21st. It was denied saying its bundled. Please note the clause G in screenshot 1 (important later).On 24th, I filed claims on each.All 3 claims were denied. I called their support & was picked up by a lady who had difficulty communicating,I asked her why the claim was denied.Her response was-based on your pictures,claim is denied. I asked her why but She couldnt say any other line beyond that & transferred me to supervisor.He said claim was denied because it was glue, staple or seam coming off. I said its none of that & then he said buttons are not covered.I said no buttons on my couches.His story changed to-dont cover decoration.I said there is no decoration on sofa & the piece coming off exposes the wood. He said he doesnt care, its not covered.Then he picked on coffee table.I pointed him to the screenshot from Ashley on coverages stating cosmetics are covered.He said he doesnt consider nail polish remover as cosmetic.Please note the clause G in screenshot 2 (important later). I pointed him to the fact-Under Federal Food, Drug, and Cosmetic Act (FD&C Act), nail products are regulated as cosmetics [FD&C Act, section 201(i)]. He again said he doesnt care.He then started laughing and mocking me and transferred me to a supervisor who disconnected the call.I had the patience and courage to talk boldly to their support though they mocked me.Most of the time warranties are taken by older folks who might not understand the scam.Its pity a huge furniture business as Ashley would partner to scam people out of money! This needs to be addressed, please help make people aware of this scam.Note screenshot of how the clause changes in terms based on what customer files.

  Business Response

  Date: 03/11/2025

  Thank you for bringing this matter to our direct attention. We have attempted to contact the guest to work toward a resolution by leaving a voicemail and sending the guest an email to ********************************. Once we have made contact and settled on an agreement, we will  respond with an update.

   

  Kind Regards,

  Regeena

• Initial Complaint

  Date:02/28/2025

  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.

  Fabric is balling and we only had since June 2024.

  Business Response

  Date: 03/02/2025

  Hello! 
  
  Thank you for reaching out regarding *** and Mrs. ******* concerns. We sincerely apologize for any miscommunication and any inconvenience caused by the warranty coverage details provided. While pilling is not covered under the manufacturers warranty, we understand the guests frustration and want to make things right.
  
  As a gesture of goodwill, we have approved a $200 compensation for the guest. We hope this helps address their concerns and demonstrates our commitment to customer satisfaction.
  
  Please let us know if any further information is needed. We appreciate your time and assistance in resolving this matter.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/26/2025

  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 bedroom suite in July. The drawer under the bed is sticking and doesnt move . I called in January as it was covered by the store for a year. I was told to wait for the parts to come and call back. They arrived in early February. I called to schedule the repair and was told they had no schedule and to call back the following week. I did and was told there are no repair schedule available and I would get a call back. No call so the following week I called again was told the same. My husband went to the store last week and was promised that someone would call and that we would get a partial refund for our trouble. Its been another week and no call. It is now a month of not getting any repair scheduled. I need this to be fixed or exchanged for a new bed.

  Business Response

  Date: 02/27/2025

  Hi there!

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience this has caused. We have scheduled your service repair for the earliest available date, Saturday, 3/1/2025.
  Within the next 24 hours, you will be contacted by the technician with an estimated timeframe for the repair. We appreciate your patience and understanding, and we are committed to resolving this matter as quickly as possible.
  If you have any further questions or concerns, please feel free to reach out to us at ************************************* or at ************.

  Kindest regards,

• Initial Complaint

  Date:02/26/2025

  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.

  Purchased furniture and the furniture protection plan November 2021. We attempted to submit claim for damage done on our coffee table only to be told since we are no longer within that state and are unable to get to that store. They are unable to help us. In reviewing the 2 pamphlets the store provided, none of it states we need to be in that location. I live within 1 mile of another Ashley store in my new state and are unable to get a replacement here. Additionally, we knew there was a potential for moving with our job and the salesman indicated it could be used anywhere. I'd like a full refund of the warranty amount or replacement of my coffee table.********************

  Business Response

  Date: 02/26/2025

  Dear BBB Representative,
  
  Thank you for reaching out regarding this complaint. We would like to clarify that the complaint has been directed to the incorrect Ashley licensee. The customers purchase was made in ********, and as such, this matter should be addressed by the appropriate Ashley licensee operating in that state.
  
  We kindly request that you redirect this complaint to the correct Ashley location in ******** so they can assist the customer accordingly. Please let us know if you need any further clarification.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/17/2025

  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 brown wood bed frame from Ashley Home Furniture Outlet Store on August 1st, 2024. When I received the package, the wood inside was splintered and broke. I contacted the company and was able to order replacement parts. I had the bed frame until January 2025 when it broke when one of the side rails splintered (photos attached). I chatted with the Company's chat feature of their website and they agreed it was not my fault, and they ordered me replacement parts (order #*******) on January 12, 2025. They told me that the order would be shipped within ***** days, and that a tracking number would be texted to me. 10 days later i chatted them again, when they told me I was lied to and that they don't even have the capability of texting me. I have since checked weekly for an update. on 2/7/2025, i checked again and they said they had an order number, but that it would not be able to ship or be delivered until the end of March 2025. I asked if i could pick up the parts from the warehouse and they said they would check and call me back in ***** hours. I never heard back. Today, 2/17/25, I checked again and they said there was still no update and that they needed to check with the warehouse and that they could call me back in ***** hours. Ultimately, I purchased a bed frame that I expected to use, and I have not been able to for months due to a manufacturers defect that the Company said they would fix. It is unfair to me as a customer to purchase something, and have the company give me a run-around for months to get a resolution. They will not help me, have lied to me multiple times, and I am demanding a refund from them for the product I purchased that they are unwilling to make me whole for in a reasonable amount of time.

  Business Response

  Date: 02/18/2025

  Good Afternoon,

  Thank you for bringing this escalated matter to our attention. We have approved this guest for an even exchange for the entire bed which is scheduled for the first available date of 2/26. We have attempted to contact this guest to advise and left a detailed voicemail.

   

  Kind Regards,

  Regeena

• Initial Complaint

  Date:02/17/2025

  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 bought a dining table set has delivered on 3rd attempt with defect.I called customer service and they said they don't have any appointment yet.Then I called the sore at Gleenwood ashley and contacted a manager and sent an email with defective picture. Store manager said some will call me following week for an appointment to fix the defect.Its almost 10 days no call received.Then I called back to store and they said its a 3rd party to provide the service and they can not do anything.I am not sure why I have to wait for 3rd party call, I bought product from Ashley.I need help to address this issue.Their customer service is not much helpful.

  Business Response

  Date: 02/17/2025

  Good evening, 

   

  We sincerely apologize for the frustrations and inconveniences the guest has faced with the table and subsequent service. The service repair has been scheduled for the first available date of 3/8, and a confirmation email was sent to the guest's email address on file earlier today around 3:30 p.m. They will receive a text two days prior to the appointment with their assigned timeframe. In the meantime, we encourage the guest to contact us if we can assist further with anything else.

• Initial Complaint

  Date:02/16/2025

  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.

  The table set that i received was damaged. The delivery driver, told my son to sign the documents for an exchange which was a lied. Now I'm stuck with furniture that's damaged because of the lie that the driver told to my child about signing for a replacement. This is the first time I have every bought anything from this store. I'm not asking for money back, I only want an exchange. They will not exchange the furniture after being notified on same day of delivery about the damages. I dont want a $200 store credit nor a refund of $150.00. I want what i paid for. This went from having an awesome experience to a nightmare. I only want an exchange.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out regarding Mrs ******* concerns. We sincerely apologize for any misunderstanding during the delivery experience.
  
  We are pleased to inform you that we have approved Exchange #********** for your table and three chairs. Your exchange is tentatively scheduled for February 22, 2025. We will follow up closer to the date to confirm the delivery details.
  
  If there are any further questions, please feel free to contact us at ************. We appreciate your patience and look forward to resolving this.
  
  Best regards,
  Ashley Customer Experience