Business Profile

Furniture Stores

Ashley Furniture HomeStore Rockledge

Headquarters

Complaints

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

Customer Complaints Summary

30 total complaints in the last 3 years.
15 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:05/23/2025
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 furniture with Ashley Furniture in ************** and the sales guy sold my the warranty telling me and my husband that it covered everything and anything. I have a stain in the coffee table which it should be covered and the company is saying its not covered. Also, I bought couches that have pockets to charge phones that continuously break down and stop working. I wpuld like these issues resolved.
Business Response
Date: 05/29/2025
Thank you for reaching out to Ashley Furniture
Industries, Inc. We value your feedback and appreciate you bringing your
concerns to our attention. To assist you further, we kindly request that you
send an email to [email protected]. Please include the purchase
order name, phone number, city, and state where the purchase was made. If
possible, providing the sales order number will also be helpful in locating
your account. We are committed to resolving any issues promptly and appreciate
your cooperation in providing the requested information.
Regards, Ashley Furniture Industries, Inc.
Corporate Office SR
Customer Answer
Date: 05/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23370181, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I want this resolved here. Im afraid if I close this my issue will never get resolved.

Regards,

Gregory Espinosa
Customer Answer
Date: 05/29/2025
I have attached the receipt
Business Response
Date: 06/09/2025
Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the furniture was delivered to the guests residence on 6/27/2021 and the manufacturing warranty expired in 2022. Unfortunately, at this time the guest would have to contact the furniture protection plan regarding this claim.
Regards, Ashley Furniture Industries, Inc. Corporate Office SR
Customer Answer
Date: 06/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23370181, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[No, my warranty does not expire until May 2026.]

Regards,

Gregory Espinosa
Business Response
Date: 06/16/2025
Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the furniture was delivered to the guests residence on 6/27/2021 and the manufacturing warranty expired in 2022. Unfortunately, at this time the guest would have to contact the furniture protection plan regarding this claim.
Regards, Ashley Furniture Industries, Inc. Corporate Office SR
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23370181, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please look again, you are sending false information. I purchased and extended 5 year warranty which would not expire until 2026. These couches are lemons, they continuously break and Ive had you come out multiple timea to repair. At what point does a refund and purchaseof a new set of couches happen? The couch was also replaced and continues to break!

Regards,

Gregory Espinosa
Customer Answer
Date: 06/16/2025
Yes! Ive called several times and nobody was able to find the order with what Im giving them. I dont know how thats possible if somebody is coming tomorrow to fix the other couch!
Business Response
Date: 06/25/2025
Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the furniture was delivered to the guests residence on 6/27/2021 and the manufacturing warranty expired in 2022. Unfortunately, at this time the guest would have to contact the furniture protection plan regarding this claim.
Regards, Ashley Furniture Industries, Inc. Corporate Office SR
Customer Answer
Date: 06/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23370181, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

Gregory Espinosa
Initial Complaint
Date:03/26/2025
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.
Furniture delivered February 27th, 2025 and all was good. Around March 10th we noticed both couch and loveseat the fabric was showing spots on seats cushions where we sit and arm rest where we rest our arms. These areas look like the fabric is already wearing and they won't go away getting worse. The sent out a technician who said "never seen this before yes something is wrong (defected). After getting on the phone with the local store where we bought product, then Corp. customer relations they rejected our request. At first wanted to exchange and I said will it be same material, yes it will.. I then asked for store credit to buy a different set and fabric they said no. Over the past 2 weeks I have continued to try and get this resolved with no luck. We did buy extended fabric-warranty. Please help. I attached pictures.
Business Response
Date: 04/02/2025
Thank you for reaching out to ************************************* We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist reached out to the guest to discuss this matter.
Regards, Ashley Furniture ******************************** **
Initial Complaint
Date:03/10/2025
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.
Sofa was delivered damaged, box was severely beat up. Sofa was showing through the holes in the box. The seat cushion was damaged, the sides of the sofa are damaged. Something penetrated the box multiple times, looks like the box was thrown and the fabric was ripped and scuffed. We haven't taken the sofa out of the box. There could be more damage besides what we noticed opening the box. The sofa is now Discontinued (out of stock) I'd like a new sofa of similar style or a partial refund if I must keep this sofa. I contacted Ashley multiple times and they give me the runaround, they tell me to wait for an email response. I still have not received an email. The last representative I spoke to told me no claim was made on Sunday, I spoke to two representatives on Sunday to file a claim and emailed them photos. I purchased this sofa March 5th 2025 and it was delivered March 9th. I immediately contacted Ashley the same day. Still have not heard anything back.
Business Response
Date: 03/18/2025
Thank you for reaching out to ************************************* We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are sorry for the condition that the sofa was delivered in as that is not the quality that Ashley's furniture strives to provide. The customer was refunded in full on 3/11/2025.
Regards, Ashley Furniture **************** Corporate Office **
Customer Answer
Date: 03/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

****** ******
Initial Complaint
Date:02/06/2025
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.
We waited since June 2024 to get a second replacement motor on our powered electric couch. They finally sent it after month and told us not to put it in and a repair guy will take care of it. Never came and Jan 31st they sent us a replacement couch and we took care of the issue in the store not with the warranty company. I have been back and forth fighting both companies. So all in all they sent us the wrong replacement couch tells me after the fact that the girl screwed up b/c it was discontinued. So they left the broken one at my house and to top all this off they damaged my new 1500 dollar door on my fridge. My father was a witness to it. You can't get to the living room without going by the couch. This is the second time there has been damage done. The first time we got our couch In 2022 they damaged the frame around my patio door. We let that go now I'm beyond upset with this. They will not do anything about the damage on my fridge. Not only did they make me wait over 7 months to take care of the broken couch they gave us the wrong replacement couch then damaged my fridge. For all the money we have paid I'm suppose to give money for another warranty on the new couch which was the wrong one. They say oh there is no extra money because the couch with the power was discontinued. Well I know it's more for a powered couch instead of a standard couch. So they said well you can have both couches because we sent you the motor so keep the broken one. Ok but they damaged my fridge and they are saying they weren't near it. Yes they were you can get around it. I want this matter taken care or I'm sueing Ashley for damage of property. It's 500 to replace my fridge door. I called them and put in a complaint right away and they were getting a case ready. I think after what I have been through and all the damages they have done and all the changes they kept making I should get a replacement door on my fridge. This is not how you treat customers. I'm an owner of a business
Business Response
Date: 02/06/2025
Thank you for reaching out to ************************************* We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, An in-home damage case, has been created, and we are currently awaiting a formal estimate for the cost of a replacement door handle, once the customer provides the estimate we will advise on the next steps.
Regards, Ashley Furniture **************** Corporate Office **
Initial Complaint
Date:01/18/2025
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.
Damaged ottoman on delivery day. 12/28/24. The team notated it and contacted Ashley to make them aware. They took pics and took the damaged piece with them. We were also missing three pieces from this delivery. Since then Ive reached out to Ashley twice with zero info on the damaged piece and when we can expect to get it. The three missing pieces were finally delivered on 1/18/25. But still no info on the damaged piece and when we could expect it to be delivered. I have an invoice to make my first payment on something we havent even received all pieces and NO communication on when to expect the final piece.
Business Response
Date: 01/22/2025
Thank you for reaching out to ************************************* We appreciate you sharing your concerns with us. Your feedback is important, and we will take the necessary steps to resolve the matter as quickly as possible. After receiving your concerns, a specialist contacted the customer to discuss the delay of the ottoman and has addressed their concerns. The specialist will continue to stay in touch with the customer until the delivery is completed. Thank you for bringing this matter to our attention.

Regards, Ashley Furniture ******************************** **
Initial Complaint
Date:01/07/2025
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.
They delivered a console table to my house today. But the issue is that this piece wobbles the legs are not even it makes a horrible sound. Its not even and the wood and handles are chipped. The bottom part of the wood is chipped on the front lower area. My biggest issue is that you guys want to send a technician over? How is he going to fix that? Second thing the item is out of stock online how will you send me a new one? And also it took forever to get this item delivered to me. Th worst part of all of this is the phone customer service very rude and the ladies have a thick accent it seems like they dont understand me at all. I dont even know what they wrote on theirs notes. They couldnt even explain themselves properly back to me. Worst experience ever and its my first time purchasing with you guys and probably the last one if nothing gets done.
Business Response
Date: 01/08/2025
Thank you for contacting ************************************* We appreciate you bringing your situation to our attention. Your concerns are important to us, and we will take the necessary steps to address them promptly. We are sorry to hear that the item was delivered defective. A professional service technician is scheduled for 01/14/2025 to inspect the item. A specialist attempted to reach the guest today but was unable to connect. We will continue our efforts to contact the guest.
Regards, Ashley Furniture ******************************** SR
Initial Complaint
Date:12/19/2024
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.
Purchase on 11/30 Delivery scheduled for 12/17 Delivery confirmed for 12/17 between 11-3 via email, text and phone Paid for old couch to be removed on 12/16 Call at 10:00 am on 12/17 letting me know that one piece is on backorder with no option for a partial delivery and a tentative scheduled delivery on 1/4. It took 4 phone calls that day to get a potential rescheduled delivery for 12/***** one acknowledged that I should have been notified the day before. No one really was acknowledging the gross break down in communication. And all I got was a run around on who to talk to for some sort of compensation for my troubles
Business Response
Date: 12/24/2024
Thank you for contacting ************************************* We value your feedback and appreciate you bringing your concerns to our attention. Rest assured, we are committed to taking the necessary steps to resolve the matter promptly.
Regarding your order, the customer placed their purchase on 11/30/2024. Initially, the delivery was scheduled for 12/17/2024, but due to one item being backordered and not arriving on time, we had to reschedule the delivery for 12/19/2024 to ensure the entire order was delivered together. The customer is currently in touch with a representative who has offered compensation for the delay. We want to assure you that we are addressing the situation, and we apologize for any inconvenience caused by the backorder.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 12/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In all due respect the representative offered me $50 for my "inconvenience" on a rather expensive couch for a SAME DAY notice that I wasnt going to get my couch. That is not acceptable. I have been asking to speak to someone higher than her to explain to me where the communication breakdown happened because if I had been notified the day before I would not have had my couch hauled away until Wednesday. Given the time frame of my communication I think I deserve at least an explanation of why it happened not just "sorry for the inconvenience and here is $50" (on a 6k couch).

Regards,

********* *******
Business Response
Date: 12/31/2024
Thank you for contacting ************************************* We value your communication and understand the importance of your concerns. Rest assured, we are taking the necessary steps to address the situation as quickly as possible.
Upon reviewing your case, we found that the initial delivery was set for 12/17/2024. However, due to one item being backordered and not arriving on time, the delivery was rescheduled for 12/19/2024 to ensure the entire order was delivered together.
At this time, Ashley Furniture is unable to offer additional compensation beyond the original amount provided. We sincerely apologize for any communication lapses and delays in receiving your furniture on the originally scheduled delivery date.

Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 01/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The item was not backordered. If you go back and listen to the call I made on 12/17 you will hear multiple people confirm that the piece was actually delivered the day before. It was in the warehouse just not ready to be delivered the next day. This should have been communicated to me on Monday. I should not have gotten the call the day of.
I should have been give the option for a partial delivery (something I asked for multiple times). Why the warehouse had final say on that is a mystery since this communication issue was their fault was beyond me. $50 statement credit is a joke.
I have been asking for someone in charge just to hear me. I am still getting messages from people about how this situation happened to them after mine...so it's still happening. It's not acceptable

Regards,

********* *******
Business Response
Date: 01/02/2025
Thank you for contacting ************************************* We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we will take the necessary steps to address the matter promptly. After reviewing your concerns, a Corporate Solutions Specialist was able to connect with the consumer and offer a resolution, which the consumer has accepted. We will use this experience and feedback to improve our processes and ensure we provide better service in the future. Should the consumer have any further questions, they may reach out directly to the specialist handling their case.
Regards, Ashley Furniture ****************Corporate Office SR
Initial Complaint
Date:12/06/2024
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.
Ashley Furniture recliner was delivered on Nov 22, 2024. Return policy is here: ********************************************** For other issues concerning Standard Shipping orders, call us within 30 days after delivery and we will either repair or replace the item. Not completely satisfied? We accept the return of Standard Shipping item(s) within 30 days of delivery. I am not satisfied with the quality or the operation of the item. I was out of town for the thanksgiving holiday but contacted Ashley furniture when I returned from vacation on 12/4/24 well within the 30 day return window to return the item. Ashley furniture is refusing the return which is in violation of their return policy.
Business Response
Date: 12/11/2024
Thank you for contacting ************************************* We appreciate you bringing your situation to our attention. Your concerns are important to us, and we will take the necessary steps to address them promptly. After reviewing your concerns, we see that the consumer has filed a ****** dispute and is currently working with a member of the dispute team. The specialist has approved a courtesy return for the product.

Regards, Ashley Furniture ****************Corporate Office SR
Initial Complaint
Date:11/20/2024
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.
Ordered multiple furniture online items from Ashleys as fiance and I purchased new home. We opened one of the boxes (Shawburn dresser) and the baseboard was torn in half. Fiance and I had to carry the entire box up three flights of stairs and caused severe back soreness to fiance's back. I was willing to let it slide but noticed the metal strips attached to the board were also defective and now the drawers dont shut all the way. I spoke to ***** on the phone and he was completely dismissive of the whole situation and offered to just send a replacement baseboard. I explained to ***** that fiance and I work and it would cause damage to the home and our health to carry the entire dresser back down three flights of stairs. ***** said this was not part of the furniture protection plan and no one can be sent to help and basically said he can send a replacement baseboard. I sent photos of both the box and the destroyed baseboard that's still in the box, yet he just kept asking for close up photos of the metal strips. The strips aren't even labeled in the manual. Who in their right mind takes photos of every single part when assembling furniture? There's basically zero accountability from the delivery drivers and the store policy. I have not even opened the other boxed items due to this being such a major issue. I asked solutions of either partial refund or for the item to be picked up and replaced/assembled properly by staff due to this major issue, but was denied.
Business Response
Date: 11/26/2024
Thank you for reaching out to ************************************* We appreciate you bringing your concerns to our attention. Your situation is important to us, and we are taking the necessary steps to address it promptly. A specialist has been assigned and is in contact with the customer to work directly toward a resolution.
Regards, Ashley Furniture ****************Corporate Office SR
Initial Complaint
Date:11/15/2024
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.
I purchased a couch from ASHLEY HOME STORE BAKERSFIELD CALIFONIA with a 5 year protection plan for accidental damage. Ashley furniture refuses to honor their warranty stating they don't work with the third party insurer anymore. I have already sent a demand letter and they refuse to respond. I want a refund of the amount paid not only for the warranty that is useless but the couch that is damaged as well.
Customer Answer
Date: 11/18/2024
Store address **************************************
Business Response
Date: 11/19/2024
Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the demand letter has been forwarded over to the legal department and would be working directly with the consumer towards a resolution.
Regards, Ashley Furniture ****************Corporate Office SR
Customer Answer
Date: 11/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This has been going on for over a year and the demand letter has gone unanswered for 2 months. This complaint should post as a negative **** on this business as escalations go unanswered. I have yet to see any good faith from Ashley Home Store and due to the amount it is too costly to attempt to proceed further litigation. It seems this is how the company does business. They are unjustly enriching themselves from the sale of extended warranty plans that they clearly have no intention of honoring.

Regards,

******* ******
Business Response
Date: 11/20/2024
**** you for reaching out to ************************************* We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the demand letter has been forwarded over to the legal department and would be working directly with the consumer towards a resolution.
Regards, Ashley Furniture **************** Corporate Office SR
Customer Answer
Date: 11/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Response was simply a copy and and paste. Again until a resolution is found this complaint needs to stay open to hold this company accountable

Regards,

******* ******
Business Response
Date: 11/26/2024
Thank you for reaching out to ************************************* We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the demand letter has been forwarded over to the legal department and would be working directly with the consumer towards a resolution.
Regards, Ashley Furniture **************** Corporate Office SR
Customer Answer
Date: 11/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

******* ******

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Ashley Furniture HomeStore Rockledge is BBB Accredited.