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

301 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

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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:09/17/2024
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.
This company changed their payment processing center to mytdfinancing in July. I was not aware until August as i was trying to pay my august bill online and it would not take the payment at myonlineaccount website. Needless to say when I found out I needed to submit to mytdfinancing it charged me $29 late fee and it says i was due two payments in August. I have never missed a payment. I believe Julys payment was not credited correctly but the current financing company transactions show I made the payment. I just paid September **************************************************************** $40 late fee. I have called customer service number ************** which is a joke. Ive waited over an hour the times with no answer. Therefore theres no ability for customers to get any resolution to problems. Pitiful customer service. Ive messaged them through mytdfinancing and no response either. I want the late fees credited, i want the missing payment credited (i have proof from my bank they were paid and on mytdfinancing transactions link) Ashley Furniture needs to do something about this pitiful customer service through mytdfinancing.
Business Response
Date: 09/18/2024
Hi there!
Thank you for bringing this matter to our attention.
Unfortunately, you have contacted the incorrect licensee of Ashley Home Store. Our licensee covers NC, SC, and GA.
We recommend resubmitting your BBB complaint to the correct licensee.
All the best,
Customer Answer
Date: 09/19/2024

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:09/16/2024
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.
Sales order - 069D238825 Document Date - 08/17/24 So i bought Merch PROADAPT 2.0 MED ******************* (954 Item: *******) for $1699 plus tax, which was sold to me as an "as-is" product. However, at the time of purchase in-store, there were no visible stains or defects on the mattress. Upon delivery, I noticed a significant stain that was not present when I originally inspected and bought the product.I immediately contacted the store to inform them of this issue. The store manager confirmed that the mattress did not have any stains when I left the store, acknowledging that the stain likely occurred during the delivery process. Despite this, I have not been offered a reasonable resolution to the matter.I am requesting that Ashley Furniture either:Provide a full refund for the mattress,Replace the stained mattress with a comparable one in clean condition.
Business Response
Date: 09/17/2024
Hi there!
Thank you for bringing this matter to our attention.
Unfortunately, you have reached the incorrect licensee. Our licensee covers **, **, and **. Please resubmit your BBB complaint to the correct Ashley Home Store location.
Kindest regards,
Customer Answer
Date: 09/17/2024

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:09/16/2024
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 August 15, 2024, I visited the Ashley Furniture HomeStore located at ************************************************* to purchase a mattress. During this visit, I had an interaction with sales associate ***** ****** that I believe constitutes misrepresentation and unfair business practices.***** assured us that Ashley Furniture offers a 90-night sleep trial where we could return the mattress for a full refund if we didn't like it.We were also told we could exchange the mattress for any other mattress in the store, including less expensive options, and receive the difference as a refund.***** specifically mentioned that if we exchanged for a cheaper mattress (such as a Purple mattress) after the upcoming Labor Day sale, we would receive the adjusted sale price, resulting in a larger ********* was suggested to us that purchasing through Ashley was better than buying directly from mattress companies because Ashley's policy offered similar benefits, inculding the ability to return the mattress or exchange with options from various brands.Based on these assurances, we decided to purchase a Tempur-Pedic mattress from Ashley instead of directly from the manufacturer.After deciding we didn't like the Tempur-Pedic mattress and attempting to exchange it, we were informed that: - We cannot return the mattress for a refund. - We can only exchange for a mattress of equal or greater value. - If we exchange for a less expensive mattress, we forfeit the price difference.This directly contradicts what ***** told us.We were directed to the Terms and Conditions, which we had signed but which were not properly explained to us at the time of purchase. The small print in these terms contradicts what we were verbally promised and misled into believing.We felt that we could trust ***** and as we signed the agreement, virtually, nobody ever walked us through it or clarified the fine print and the policy that contradicts what ***** communicated to us.
Business Response
Date: 09/20/2024
To whom it may concern,

We have directed the guest to their signed Terms and Conditions, which include information regarding our 90-Night Comfort Guarantee exchange program. These Terms and Conditions state, "...you may select another mattress of equal or greater value...If a lower priced mattress is selected, the difference will be forfeited and cannot be applied to another purchase."

The guest signed the Terms and Conditions, verifying they had read and agreed to the policies outlined. If there was any confusion surrounding the Terms and Conditions or any contradictory information given at the time of purchase, our retail team was available to assist and answer any questions before signing. We are very sorry for any confusion surrounding our 90-Night Comfort Guarantee exchange program; however, we are following the Terms and Conditions for an exchange.

We have contacted the guest to let them know how to proceed with the exchange if they would like to move forward with selecting a new mattress.

Warm regards,
Ashley *************
Customer Answer
Date: 09/21/2024

I am rejecting this response because:
Again, we were promised something completely different by the sales associate, regarding the sleep trial, including returns or exchanges for a refund of any difference in value. We specifically asked the sales associate, "If we don't like the Tempur-Pedic and decide to exchange for the cheaper Purple mattress, will we still get the Purple mattress at the current Labor Day sales price to account for the refund of the difference?" and both sales associates assured us that we would. My wife and I even asked again to clarify and make absolutely sure this is how the exchange worked and they both assured us again.
The agreement was sent virtually over DocuSign and the sales associate led us to believe that it was simply for scheduling the delivery. They never once walked us through it or pointed out the fine print that contradicted everything they promised us. Is it even reasonable to assume that we should need an attorney to review paperwork for purchasing a mattress? That's ridiculous. This was complete malpractice by the sales associates at Ashley and we would have NEVER purchased our mattress from Ashley if we were not given the false promises that we were. Why would anyone accept this policy when literally every other mattress company offers a standard sleep trial for returns or exchanges for a refund?
To make things worse, Ashley literally doesn't mention this language anywhere on their own 'Returns and Exchange Policy" that is posted on their website (see attached).
We have recorded conversations with *****, our sales associate, affirming what we were misled into believing at the store. At this point, we are planning to dispute this with our bank, file a complaint with the ******************************************* and take this before a judge. It's not even about the money anymore, it's about the principle and this company's unethical business practices that they have shown no intention of making right.

Business Response
Date: 09/25/2024
Thank you for reaching out and sharing Mr. *********** concerns. We understand the situation, and to resolve this matter, we are offering a one-time exception. We will provide a refund for the price difference between the originally purchased mattress and the new mattress of his choice.

Additionally, we have arranged for the store to honor the Labor Day sale pricing for this exchange. MR ********* is welcome to visit the store anytime today until 4/5 PM or tomorrow from 12 to 9 PM to speak with the General Manager and complete the exchange.

Please let us know if you have any further questions or need additional assistance. We appreciate your patience and look forward to resolving this matter to Mr. *********** satisfaction.

Sincerely,
Ashley Customer Experience
Initial Complaint
Date:09/13/2024
Type:Order 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.
Ive had to exchange three couches in 4 years, due to the poor quality of the furniture. The material of the furniture has torn, and interior mechanisms bend less than a year after having the furniture.
Business Response
Date: 09/13/2024
Hello team!

Thank you for sharing *********************** concerns with us. We have spoken with ******************* regarding her concerns and have informed her that, unfortunately, we are unable to provide a refund or return for her items, as quality-related issues are not covered under the manufacturer's warranty.

To assist, we have ordered the replacement mechanisms for the bent parts as this is still covered under a five year manufacture's warranty, and weve asked ******************* to contact us once she receives them so we can schedule a master craftsman to attempt restoration. If the restoration is unsuccessful, we will then consider offering an even exchange.

Additionally, we have informed ******************* that for the rips in her sofa and loveseat, she will need to seek assistance through our furniture restoration partner, Furniture Solutions Network, as this falls outside the scope of the manufacturer's warranty.

We are committed to working with ******************* to resolve these concerns as effectively as possible.

Best regards,
Ashley Customer Experience
Initial Complaint
Date:09/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/1/24 I made a monthly payment. On 9/3/24 my account balance was transferred . I want to close my account but do to a credit of $100 in the account I would need to speak to a representative to do so. I have called 3 times to Ashley Home store and been left on hold for almost an hour each call. I have also attempted to contact them via their message center with no response. I simply want to close my account and have the credit of $100 refunded to me.
Business Response
Date: 09/07/2024
Hello team,

Thank you for bringing ************************* concerns to our attention.

While we understand her frustration, we regret to inform you that we are unable to assist directly with issues regarding her TD account, as it relates to payments and account closure. However, we have provided ********************* with the appropriate contact numbers for *************** ************* Team and their ************************ to assist her in resolving this matter.

We apologize for any inconvenience she has experienced and hope that the TD team will be able to provide her with the necessary assistance.

Sincerely,
Ashley Customer Experience Team
Initial Complaint
Date:09/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We recently attempted to purchase some furniture. It was delivered stained and damaged and the delivery people left without giving us proper time to inspect the furniture. I immediately called to try to get the situation rectified. However, with a lot of back and forth with the customer service team I was finally able to get someone to agree to partially refund our furniture. They came today to pick up the furniture and now I am left with no furniture and a balance due for delivery/restocking fees. I am hoping to have this situation rectified as it is anti-consumer, and a disgusting practice. We did nothing wrong and are trying to have Ashley Homestore rectify the situation. We should not owe for negligence on the part of Ashley Homestore. I have filed a complaint with *************************** and the ************************ for this anti-consumer policies. I am giving Ashley Homestore an opportunity to fix this situation however I am met with constant run around. We should owe nothing.
Business Response
Date: 09/06/2024
Thank you for bringing this matter to our attention. We have reviewed the customers concerns regarding their delivery experience and the associated fees. We sincerely apologize for the confusion and any inconvenience caused during the process.

After careful consideration, we have approved a full refund for the original delivery fee, restocking fee, and pick-up fee. We understand how frustrating this situation has been for the customer, and we regret that their experience did not meet expectations.

Please let the customer know that their refund is being processed, and they can expect the full amount to be reflected in their ******* account within ************************************************* concerns, they are welcome to contact us directly at ************.

Thank you for your time and assistance in resolving this matter.

Sincerely,
Ashley Customer Experience
Initial Complaint
Date:09/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a standing desk from Ashley Furniture on 3/27/24. The desk was installed by delivery driver and did not work. I contacted the company and received no assistance. My father contacted the company and was told a part would be shipped and they would send a repairman out to fix it. They sent the wrong part and no repairman was sent. I contacted the company and no response to date has been received. This has gone on too long. I have the 5 year repair warranty on the item and was told I could not use it as it was a delivery issue and must be repaired by the company.
Business Response
Date: 09/01/2024
Hi there, *****!
Thank you for bringing this matter to our attention.
We deeply apologize for the inconvenience.
We have opened a service order (order #: **********) and ordered the necessary parts to complete the repairs for your ADJUSTABLE HEIGHT DESK (H302-29). The replacement parts are estimated to arrive within 7-10 business days via ********* to the delivery address on file. Once you have received the replacement parts, please contact our ************************ directly by calling us at ************ or via email at ************************************* to schedule installation.
We appreciate the opportunity to address your concerns with your merchandise and hope you find this resolution satisfactory.
All the best,
Initial Complaint
Date:08/30/2024
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.
I ordered a chair and my credit card was declined. I was approved by Acima Leasing so I ordered a chair using Acima. It's the same model of chair. I received a text that the chair was being delivered on 8/08. I did not pay any attention to the order number as I assumed the one my credit card didn't work for would not be delivered as it was not paid for . I received another text that another chair was being delivered on 8/16. I called and tried to stop it but was told it was too late and that I should just refuse it. I assumed it was just a mistake . Then I got an email saying I owed for the chair that was delivered . I called customer service and was told I was being charged because the one I refused was the one I used Acima credit for and the one I kept was the one my credit card didn't work for . I was told the order numbers cannot be changed so Ashley would call Acima and cancel my contract with them and I would have to come up with a way to pay for the chair I have. That was last week and my payments continue with *****. I called Acima and they have not heard anything . Right now you are trying to make me pay for two chairs. I have video of me refusing the chair and the driver showing me on his phone where it was refused and I also spoke to dispatch right after and told them the chair was refused. The order numbers are : ************* and ************
Business Response
Date: 08/30/2024
To whom it may concern,
This is not our customer. We are a licensee located in **, **, and part of **. The order numbers provided are online ordering numbers and the customer's address is in ******* which is outside of our delivery licensee location. In addition, Acima is not one of our licensee financing partners. If you have any additional questions or concerns, please email us at WECARE@SHOPASHLEY>COM or call our ************************ at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.

Warm regards,
Ashley Customer Care

Customer Answer
Date: 09/03/2024

I am rejecting this response because:
I ordered from Ashley Furniture. If they are the wrong state they need to provide the correct contact info. That is the number I called and was not able to resolve with them .
Business Response
Date: 09/03/2024

To whom it may concern,

This is not our customer. We are a licensee located in **, **, and part of **. The order numbers provided are online ordering numbers and the customer's address is in ******* which is outside of our delivery licensee location. In addition, Acima is not one of our licensee financing partners.
At your earliest convenience you may utilize this number at your discretion **************, As this is the closest we could find in the state of ******* connected to Ashley Furniture.
If you have any additional questions or concerns, please email us at WECARE@SHOPASHLEY>COM or call our ************************ at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.

Warm regards,

Ashley Customer Care
Initial Complaint
Date:08/29/2024
Type:Billing 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 in March 2024 and used Ashley's financing through *************** Adding the Ashley card to my synchrony bank online account with no issues, however the balance remained ZERO for 60+ days. When I contacted synchrony, they advised I must be within a promotional period where payment's haven't yet begun. Another 60 days go by, and I get a call from a debt collector about a "TD financial debt" that I knew nothing of and thought it was a scam. It wasn't until AUGUST that I got a statement from Ashley in the mail, and noticed the website to make a payment was through TD financing. Now that I had the right account info, I was able to log in and noticed how LATE I was. Not only was I charged significant late fees, but this likely has impacted my credit. I've tried 6 times to contact Ashley customer service only to be left on hold for HOURS. I will require an adjustment to late fees, and extension on no interest financing given the fact I was unable to make a payment for FIVE months. Screen shot attached showing NO statement until August.
Business Response
Date: 08/21/2024
Good Afternoon,
May we please have complaint ID Number # ******** transferred to Broad River Retail, LLC for processing?
Thank you,
***********************************| Customer Experience Specialist
Ashley Global Retail, LLC
2998 Broadway **************************************
p : ************ | *********************************************************
www.ashleyfurniture.com
Customer Answer
Date: 08/28/2024
Here is the latest account statement.

The store was:
Ashley Furniture
*******************************
******************

Please let me know if you need anything else.
Business Response
Date: 08/30/2024
Hello Team,

Thank you for bringing ************************ concerns to our attention. We sincerely apologize for any frustration this situation may have caused. Our goal is always to provide a positive experience for our guests, and we regret that this was not the case for ********************.

We have made several attempts to reach ******************** by phone on August 29th and 30th, leaving voicemail messages, and weve also tried to connect via email, but have not yet received a response.

We are eager to address ************************ concerns regarding his financing. Please encourage him to contact us directly at *****************************, to speak with his resolution expert. We are here to assist him and resolve the matter as quickly as possible.

Best regards,
Ashley Customer Experience
Customer Answer
Date: 09/03/2024

I am rejecting this response because:

I have responded via email and made 4 attempts to call that number back! I responded to the email explaining that it was unacceptable to call me at 8:30 on a Friday evening, especially during a holiday weekend then proceed to get calls on a Sunday and Holiday???
I will attempt to call the number provided again (there is no option to enter an extension so not sure why one is provided) when I am off work today.
This matter is NOT resolved.

Business Response
Date: 09/04/2024
Hello team!
Thank you for bringing ************************* concerns to our attention.
We have been in direct contact with ********************* to discuss her situation. During our conversation, we informed her that we have requested an extension of her financing period to assist with her current concerns. However, regarding the late fees, we advised ********************* to reach out directly to ******** These fees are a result of their inaction and lack of communication, which are matters that ******* will need to address directly.
We are committed to supporting ********************* in any way we can and will continue to assist her through this process.
If there are any further questions or concerns, please feel free to reach out to us.
Sincerely,
Ashley Customer Experience
Initial Complaint
Date:08/26/2024
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.
Placed a $4,000 order on 7/24/24 for a new mattress and bed frame. Delivery was delayed several times, lack of communication from the store. Our delivery finial shows up today and the bed frame is the wrong color. Honestly, do you even care about your customers? Extremely disappointed and deflated, Additionally The mattress they delivered is incorrect as well. Still no response from anyone at the store.Update, I went to the store today 8/24/2024 at 10am. I spoke to **** the General Manager. He was busy with an event today but assured me they will make it right, and I would hear from him on Monday.Update, no response from **** the General manager on 8/26 as he promised. I called the store(2:47pm) thinking maybe he got busy and forgotleft a message with ***. Its now 8pmno call. What can I do?
Business Response
Date: 08/27/2024
To whom it may concern,
We have spoken with the customer and are working towards a resolution. 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 Care

Customer Answer
Date: 08/27/2024

I am rejecting this response because:

we have not come to a resolution. We did speak to ******( customer care at ********************************************* today, she said it could take ***** hours for her to review her records before coming up with a possible solution. Until that conversation happens, we are no further along then when I filed the complaint in the first place.
thank you,
*********************;
************

Business Response
Date: 08/28/2024
To whom it may concern,
Thank you for bringing this issue to our attention. We have provided the customer with information resolving this complaint. 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 Care

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Ashley HomeStore is BBB Accredited.