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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/02/2024
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.
Purchase date 7/14/24 I purchased a desk and two other pieces of furniture. I paid for delivery for 8/1/24 and requested assembly. In fact a store manager reiterated twice that the 3 pieces would be assembled. The desk was preassembled but the other two were not nor did the delivery personnel do it. The desk was assembled incorrectly as the legs are clearly backwards. The electronic section of the desk won't work at all. It shows an error message. I called the service company and they switched me to the store manager who identified himself as such and said his name was ****. He basically waved me off saying it was a delivery issue and he was just the store manager. I asked if he was going to help me at all and he referred me back to the delivery company. I then suggested that I could just block the credit card payment and they could come pick up the 3 pieces of furniture. He then hung up on me. Very unprofessional on his part and definitely not the proper way to conduct business. I have spent my entire morning on the phone with Riverstone logistics which handles the shipping for Ashley furniture. It will be 3 weeks before they can get someone out here so I'm stuck with 3 pieces of new office furniture that I can't use because their terms are that returns must be new and unused. At the very minimum they need to send someone out here ASAP to correct the desk assembly errors and complete the assembly of the other two items.Obviously I will not patronize Ashley Furniture in the future and I will rate them negatively on as many sites as I can. I feel like this process was messed up.and that the store manager actually lied to us twice on the day of purchase.If I wanted to assemble my own furniture I would have gone to **** or Office Depot.
Business Response
Date: 08/02/2024
To whom it may concern,
Thank you for providing us with this information. The customer has been contacted regarding the items not assembled, they are self assembled items as noted on the sales receipt. We did provide a full refund of the delivery charged to the customer for this issue. For the item assembled incorrectly, we already have a service scheduled for 8/14/24 which is our first available date. We have provided the customer with our contact information, in case there are any additional questions or concerns.
Warm regards,
Ashley Customer Care

Customer Answer
Date: 08/06/2024
I am rejecting this response because: The response I received was appreciated. However the person writing the response is evidently not aware of the full story. We were not given the receipt she refers to. All I received was my charge card receipt. This info now makes me think I need to add another complaint to my claim. The receipt she sent showed that the total due was (-)$32.09. My charge card was processed for the $1,490.85 amount yet total sales order shows $1,458.76. To me it appears that I was over charged. As we finished up with the sales consultant we noticed on a piece of paper he had that customer assembly would be required. He had told us earlier that these pieces would be assembled when delivered. We raised the question again and he went to ask his manager. Upon his return he said that the pieces would be assembled for us. The manager then walked over and he looked at my wife face to face and reiterated that the pieces would be assembled for us. In my honest opinion the manager blatantly and deliberately lied to us TWICE to close a sale. I am completely dissatisfied with this experience. I thought Ashley Furniture was a better retailer that followed great business practices, not now. The two men that delivered my furniture were polite but struggled to communicate with me. The desk was tested for the up/down electrical height adjustment and it seemed to work. They left and evidently laid a copy of the store printout on the top of one of the boxes, first I had seen of this printout. They seemed to be in a big rush. I went over to try out the electrical features and it wouldn't work. There is now an error message. Once I turned the desk around it became obvious that it had been assemble incorrectly. The leg bases are backwards. I expected to be able to use these items the day they were delivered but now I'm having to wait another 2-3 weeks to get someone out here. That is ridiculous and totally unacceptable.

Business Response
Date: 08/06/2024
To whom it may concern,
We apologize for the confusion in the total price of the order. The system changed the price of delivery from $169.99 to $139.99 after the order was placed. The full delivery fee plus tax ($181.88) has been refunded to their **** so that discrepancy has been resolved. We are attaching a copy of the original sales order and the price adjustment showing that the delivery fee was lowered. As the delivery fee was fully removed after the order was completed, we are not able to provide a copy showing $0, however, the refund of $181.88 confirms that information.
We also apologize that the store did not set proper expectations for the delivery process. With "customer assembly required" items, our delivery teams are not able to assist with the assembly. The delivery fee was refunded as the expectations that were set by the store were not met.
We have checked to see if an earlier service date has opened for the desk and as of right now, 8/14/2024 is still the soonest date.
Warm Regards,
Ashley Customer Care
Customer Answer
Date: 08/06/2024

I am rejecting this response because: while I understand the position stated here the major issue is the the store manager blatantly lied to us to solidify the sale. How about getting a supervisor out here to examine the desk to make sure it can be corrected. In addition I will bring the two unassembled items back

Business Response
Date: 08/08/2024
To whom it may concern,
Thank you for bringing this to our attention. We have attempted to speak with the customer, leaving a voice mail, to discuss options. We have a service to address the desk scheduled for 8/14/24 which is the first available date that we have. Regarding the two self-assembled items, we have offered via email a reselection option with all fees waived. We are waiting for the customer to contact us regarding this offer.
If you have any additional questions or concerns, email *********************************** 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: 08/09/2024

I am rejecting this response because: We agreed to discuss this further today. I called ****** back at 4:30 pm. The call rolled over to **** at Corp. **** stated she would send a message to ****** requesting her to call me back. Evidently the numbers are identical since that is the number I dialed both days.

Business Response
Date: 08/15/2024
To whom it may concern,
This issue has been resolved with the customer directly. Service was attempted on the desk and was not able to be restored. The customer declined an exchange and we have approved a return off all three items. If you have any additional questions or concerns, please email *********************************** 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: 08/16/2024

While most of the response is true I am still Greatly DISAPPOINTED in this company. 4+ weeks after this purchase I have reluctantly decided to accept the offer. Somehow this vendor requires I pay a redress fee on a non working purchase. I am not at fault one tiny % but it is costing me $120 to resolve this. This store manager lied to me twice. I will never patronize Ashley again and will post my experience on social media and contact local TV stations.
Initial Complaint
Date:08/01/2024
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 June 21st i received a late fee for a missed payment. I called and they were to reimburse the fee due to good account standing. I asked for the loan payoff amount to pay off the entire loan. The loan was paid. I received a bill for the late fee today. I was on hold for 1 hour and seven minutes trying to talk this over with someone.
Customer Answer
Date: 07/29/2024
PO Box 1000114
Columbia SC 29202-3114
Business Response
Date: 08/02/2024
To whom it may concern,
Thank you for bringing this to our attention. The customer purchased the order with financing through a ******* Ashley Account. We do not manage financing accounts and do not have access to the customer's financing account information. This complaint needs to be presented to ******* at ************ or ************.
If you have any additional questions or concerns, please email *********************************** 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:07/28/2024
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.
I purchased the ***** Sideboard for $265 on July 6, 2024. Once received you could immediately notice a very strong toxic smell that made my eyes burn when taking it out of the package. The quality of the furniture is very poor and it looked very different than the picture online.Contacting customer service was a very frustrating experience. Every time I called I could never get a representative. When I called the local store they told me I could not return it there since it was purchased online. They suggested I try the chat feature online. I was able to finally get a representative and told me I would get a return order email but I never received it. I contacted them for a 2nd time and finally got the email but it didn't apply to use since it was already partially assembled and could not ship it back (at our expense). We have replied twice and have not heard back if they would at least offer us a partial or full refund. We are very disappointed with Ashley Furniture and will not be doing business with them again.
Business Response
Date: 07/29/2024
Thank you for forwarding the guest's concerns to us. Unfortunately, the store is quite correct. The guest will need to contact Ashley online to make her request as that is how the item was purchased. To assist her, we used the contact information provided, but were unable to locate any account or order with that name, phone number or e-mail address associated with it. The guest should call ************** for further assistance with her request.
Kindest regards,
Customer Answer
Date: 08/03/2024

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. Here is the donation receipt you asked us to send to process a full refund.

Thank you.
Initial Complaint
Date:07/24/2024
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.
We ordered furniture from Ashley Furniture on 7-12-2024 was told it would be delivered 7-23-2024. Got an email that the number provided by sales person was wrong we corrected it around 1pm then i got a call for direction for our home and gave them to dispatch. They said they would pass it on to the delivery team. No show by 4pm i called and they said it was canceled no one could tell me why. spoke with management in **************** ****** no help and spoke with her supervisor **** no help said we would get a call by 2pm 7-24 i said that is way to late for an error on there part. Would not give me anyone else said they are the highest I can go that is a lie there is always higher up.i want this resolved they can rent a truck and have the sales person deliver it. Need this resolved with delivery and compensation by 7-24 we are living on beach cars.
Business Response
Date: 07/25/2024
To whom it may concern,
The customer has already been rescheduled for delivery for 7/27 and has been offered compensation for the inconvenience which will be processed after the delivery has been completed. If you have any additional questions or concerns, please rep ***** 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
Initial Complaint
Date:07/24/2024
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.
*************** policies werent disclosed. No refund policy after 3 days they also charge a restock fee. Items such as pillows they are non returnable. After 2 rescheduling dates I had to cancel my order. I was unable to close on my house due to seller unpaid back taxes to the **** I was charged $452 restock fee. The pillows that I thought were included with my mattress actually cost $300. That charge I didnt know about until I checked my receipt. I am in for $752 and have nothing to show for it except 2 pillows that look like they came from Walmart.This store isnt customer friendly at ALL!!I would have appreciated an upfront disclosure of the return policy, no return for items such as pillows and the restock fee for returns past 3 days.BUYER BEWARE!!!
Business Response
Date: 07/25/2024
Thank you for forwarding the guest's concerns to us. While we are disappointed to hear of the guest's surprise regarding our policies,fees, etc. they were clearly disclosed in the Terms & Conditions attached to the sale, which the guest agreed to when she signed. We apologize for any inconvenience the guest's cancellation of the order may have created, but are unable to accommodate her request. If she has further questions regarding this, we would encourage her to review her copy of the signed sales receipt and Terms & Conditions.
Kindest regards,
Initial Complaint
Date:07/23/2024
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 reclining sofa and matching reclining chair that was shipped from their warehouse. Less than 2,weeks after receiving the end seats on sofa and seat on chair starting sagging badly. After several phone calls and 5,cancelled appointments, their service man finally came and replaced the foam cushions on the sofa and chair. Unfortunately this did not solve the problem. The seats are still sagging as before. The repairman told us that the sofa and chair may need to be replaced if the cushions didnt work. We wanted them replaced to begin with because they did not have the same quality as the ones we saw in the showroom when we purchased them but Ashley Furnuture would not do it. This is our last step in trying to get these replaced because the new cushions did not work. Needless to say but we will not buy any more furniture from Ashley Furniture. Thanks for anything you can do.
Business Response
Date: 07/26/2024
Good Afternoon,
We have attempted to contact the guest via phone and left a voicemail advising that we would be more than happy to speak with them one on one to address any of their concerns. We have also scheduled a service appointment for July 31, 2024 at no cost to the guest to have a technician evaluate and rebuild the seat frame if needed. The guest is out of warranty for any other concerns other than frame damage which is covered for 5 years from delivery date.
Customer Answer
Date: 07/31/2024

I am rejecting this response because:
This is ongoing because the technician only took pictures today of the furniture and said he was going to send it in. Received a message after he left that they will be working behind the scenes to resolve this issue
Business Response
Date: 07/31/2024
Good afternoon,
We are sorry that we were not able to resolve the issues during the service appointment today. We have reviewed the notes from the master craftsman and we have ordered necessary parts to restore the item. Once the parts have been received, the guest will need to contact us so that we can schedule a new service appointment.
Thank you!
Ashley Customer Care
************
Customer Answer
Date: 08/01/2024

I am rejecting this response because:
This matter is ongoing, now waiting for parts to arrive to then schedule another appointment.
Business Response
Date: 08/01/2024
Hi there!
Thank you for reaching out to ***
Replacement parts were ordered yesterday, 7/31/2024, to complete the restoration of your merchandise.
Please contact us at ************ once your parts have arrived to schedule installation by our certified master craftsman.
Once repairs have been completed please email us at ************************************* to receive compensation for the inconvenience.
We look forward to resolving this matter for you in a timely manner.
Kindest regards,
Customer Answer
Date: 08/02/2024

I am rejecting this response because:
This is an ongoing process. Step 1 is completed with repair parts being ordered. Cannot proceed any farther until they arrive.
Initial Complaint
Date:07/22/2024
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.
- June 14th, 2024 - $1140.38 - I purchased a new sectional from Ashley Homestore. It was delivered to me on June 29th, 2024. 20 minutes after the deliverymen left and I signed for acceptance of shipment, I found that the frame of the sectional was snapped and there was brown discoloration where it snapped (the couch is white). I called Ashley immediately when I saw this to ask for a replacement couch. Per the contract they were only willing to send replacement parts (1-2 weeks est. delivery time), and a craftsman to come fix the couch (2 weeks after parts delivered to me). It has been ~3 weeks and I have still not received the parts. - I have called Ashley several times to ask for a replacement sectional, since I payed for a brand new couch (not refurbished by a craftsman), and they still have not agreed to replace my couch nor sent anyone to repair it.
Business Response
Date: 07/23/2024
Good afternoon,
Thank you for providing us with this information. This customer already has been approved for an exchange on 7/22/23 for the damaged item and is scheduled for delivery on 8/9/24. 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: 07/23/2024

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:07/18/2024
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 King *** and a Queen/Full was delivered I contacted customer support the day as delivery (6/15/204) to inform them of the issue. I have emailed photos, sent texts etc and they disputed everything I said. My King ******** hangs off the bed and this was shown in photos. On 7/11/2024, Ashley *************** finally approved n exchange. Now a month and three days later, I am still without a bed after being given fraudulent delivery dates i.e 7/13/2024 & 7/20/2024 . Fraudulent because the bed is not in stock and they have no idea when it'll be there in warehouse. At this point, I just want their merchandise out of my home. They have refused to retrieve it until they finally "exchange " it for the correct item. I expressed that being that I waited over a month and was lied to, slept on the floor, had to get hotels, and slept over relatives', I simply need the merchandise out of my place. Please help
Business Response
Date: 07/19/2024
Hello,

We sincerely apologize for the overall experience **** has had. We understand how frustrating this situation has been and we are deeply sorry for any inconvenience caused.

We have approved a return with a 10% restock fee as stated in our Terms and Conditions. The return order number is **********, and it is scheduled for 7/27/24. Once the items have been returned and processed, a refund of $517.02 will be issued within 7-10 business days to your original method of payment.

If there are any additional questions, concerns, or the need to reschedule, please call our ************************ at ************. Our agents are available to assist you Monday through Saturday from 8:00 AM to 7:00 PM.

Thank you for your understanding and patience.

Warm regards,
Ashley *************
Initial Complaint
Date:07/18/2024
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.
On 06/21/24 I purchased a ***** sectional couch in store via the online sight with help from a store employee. The couch was ****** plus ****** protection plan plus ***** tax. Somehow the total came out to 781.07.On 07/03/24 I contacted Ashley to ask when I would receive my couch, I was told delivery would be made on 07/10/24. On 07/05/24 I was texted and told the couch was discontinued and I had a store credit of ******. I refused store credit and asked that a refund be issued. I was told 7-10 business days to receive my refund. I called today 07/17/24 and now am being told it was sent via paper check and will be an additional 7-10 business days.
Business Response
Date: 07/19/2024
Hello,
We appreciate you bringing ********************* concerns to our attention. We understand the importance of timely communication and prompt resolution in matters such as these.

We have contacted ***************** to inform her that her refund for Order #********** has been processed. We sincerely apologize for the delay in processing her refund and any inconvenience it may have caused her.

We also attempted to reach ***************** by phone to discuss this matter further but were unable to make contact. Nevertheless, we are pleased to inform you that the refund check was mailed to her on July 17th, 2024, to the address **********************************************. ***************** should receive it within ten business days from the mailing date.

We have assured ***************** that we are here to assist her with any further questions or concerns she may have. She can reach our customer care team directly at ************ for any additional support she may require.

Thank you for your understanding and for allowing us the opportunity to address and resolve this matter.

Warm regards,
May
Ashley Customer Experience
Customer Answer
Date: 07/22/2024

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:07/15/2024
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.
I purchased a 14 inch memory foam Ashley brand mattress less than 4 years ago. Upon purchase, I was told there was a 10 year warranty that came with this mattress. Over the past few weeks, I noticed white flaking coming off of the mattress. I tried vacuuming, but this white flaking is continuing and seems as though the mattress is disintegrating . I called the store where it was purchased from and they told me that the warranty for the mattress only covers "dents" and "humping ." I find that ridiculous and I feel like my mattress has some kind of defect for it to be flaking and deteriorating like this. My home is clean, nothing has ever been spilled on this mattress and it is covered by a mattress protector at all times.I'm asking for a replacement of this mattress (if it's still in production? ) or an exchange of an evenly comparable mattress. Thank you for your time.
Business Response
Date: 07/16/2024
Hi there, ******!
Thank you for bringing this matter to our attention.
We would like to take this time to sincerely apologize for the less than premier customer care you have received thus far. Here at Ashley Home Store we believe that every customer is vitally important to us and that every customer deserves our passion, attention, and extensive knowledge.
We have scheduled service order ********** for Tuesday 7/30/2024 to evaluate the integrity and functionality your 14" GRUVE ELITE QUEEN ******** (M71431). You will be contacted the day before with the assigned estimated time window to complete the evaluation.
Upon the completion of the evaluation, our certified master craftsman will submit a report to our service team with their findings, typically within 2 business days. Our service team will then review the findings and contact you regarding next steps.
We appreciate the opportunity to rectify this matter for you and hope that you find this resolution satisfactory.

Service Address:
**********************************************************************************************************

Contact Number:************

Please let us know if you need to reschedule or if you desire further assistance by calling us at ************.

Kindest regards,

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