Complaints

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

close

Find a Location

Ashley Furniture HomeStore Rockledge has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ashley Furniture HomeStore Rockledge

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Rockledge

  4068 Commonwealth Ave Eau Claire, WI 54701-9000

  
• 

  Ashley Furniture HomeStore Rockledge

  343 Dettloff Dr Arcadia, WI 54612-1702

  
• 

  Ashley Furniture HomeStore Rockledge

  2906 Market Pl Onalaska, WI 54650-6713

  

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:11/07/2024

  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.

  My wife and I purchased a couch from Ashley Furniture online in March of 2023 via their credit card We opened a Synchrony Ashley Furniture credit card as there was a 24 month 0% APR promotion. We since realized the promotion ended after ******************************************************************************************* 24. I called ************** who directed me to call Ashley which I did. They told me there was nothing they could do as the promotion was 12 months and promotions cannot be changed. They later came back and said oh wait actually it is actually 60 months 9.99% APR for online let us fix that. I told absolutely not but they contacted Synchrony to do so anyway. I requested to file a complaint and they told me there was no department to transfer to or number to call be they would open it for me. I requested them to send me an email confirming the case number which they did not do. This call was over 2 hours long. This call last an hour and 27 minutes which mostly was sitting on hold.I called back at 4:12pm CST and waited on hold for 40 minutes to speak to a supervisor. They told me what their current offers are which is irrelevant. I asked to be transferred to Finance and sat on hold for 15 minutes to be told finance is refusing to take the transfer. I requested to get that in writing and ****** M refused to provide that. I continuously requested to get that information in writing to which she continuously refused. She provided me with their number which went to voicemail. This call lasted an hour and 22 minutes which again was mostly sitting on hold.The promotion I signed up for was not properly submitted to Synchrony and they are now trying to change it to something worse that what Synchrony has had on file since March of 2023 as its the current promotion.I asked what the promotions offered in March of ******************************************* to the current promotions on Ashleys website.I need my account to reflect 24 months 0%.

  

  Business Response

  Date: 11/12/2024

  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 60-month, no-interest promotion is only available for in-store purchases. Your account currently has the 12-month, no-interest promotion, which you selected at the time of purchase. Any changes to financing terms must be handled directly through **************, as Ashley cannot modify existing financing agreements. For questions about your account terms or to discuss modifications, please contact ************** directly.

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  Date:10/24/2024

  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 a bar cabinet from the Ashley store located at ****************************************. It was supposed to be delivered by end of day 10/17/2024, which didn't occur. I called the store to talk to a manager but there weren't any available that could do anything at the time so I left a message for a manager to call me immediately. I still haven't received a call. I paid for "premium shipping " but it was a week late, I received it today 10/24/2024. I missed hour's of compensation due to this. I'm just asking for a refund of the shipping.The gentleman that delivered the bar were amazing! I couldn't ask for anything more...I can't say the same for the manager or the store I purchased this from.

  

  Business Response

  Date: 10/28/2024

  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, we waived your delivery charge in the amount of $99.99 to accomodate for the delay. The refund will be processed to the original method of payment please let me know if you have any questions or concerns.

  Regards, Ashley Furniture ****************Corporate Office SR 

  Customer Answer

  Date: 10/28/2024

  [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,
  
  ****** ******
  

• Initial Complaint

  Date:09/19/2024

  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.

  Date of transaction: 09/02/2024 The amount of money paid to Ashley: $2,268.22 The business committed to provide a new Power Reclining Loveseat which was to be identical to their floor model.The nature of the dispute: When the item was purchased, the salesperson said that if the Loveseat was returned there would be no restocking fee.Once we received the new Loveseat we realize immediately it was not the same as the floor model we had tested. The floor model was used as the basis for ordering a new identical Loveseat. Everything about the new Loveseat was fine except for the most important... the cushions. The cushions on the Loveseat floor model were soft, very giving and comfortable. The cushions on the Loveseat delivered to our home are very hard, not giving and very uncomfortable. The feeling is you're sitting on "top" of the cushion and not "in" the cushion. We believe what we received does not meet our expectations based on what we experienced with the store model and relied on for the purchase.We notified the Ashley Store where we made the purchase two days after the delivery of the new Loveseat. We explained the cushions not the same as the floor model and that we were not willing to accept the difference in the stiffness of the cushions. They contended that is was store policy not to allow returns unless there was a problem with the mechanical parts.We offered to exchange our new one for their floor model which we knew would meet our expectations.

  

  Business Response

  Date: 09/23/2024

  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, a courtesy return on the loveseat has been approved and scheduled to be removed from your residence on 9/25/2024. Please let me know if you have any questions or concerns.

  Regards, Ashley Furniture ****************Corporate Office SR

  Customer Answer

  Date: 09/23/2024

  [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. Based on my telephone conversation with Ashley Representative today regarding Complaint #******** for return of the Loveseat in exchange for a full refund ($2,268.22) to my Mastercard credit card, I accept the resolution.
  
  Regards,
  
  ******* *****
  

  Customer Answer

  Date: 09/23/2024

  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.
  
  Consumer confirms that the pick up date is good. What will be the amount of the refund, and when will it be issued?

   
  Regards,
  
  ******* *****

  

  Business Response

  Date: 09/24/2024

  Hello, once the furniture is removed from your residence the refund will be processed

  Customer Answer

  Date: 09/24/2024

  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.
  
  I received an email from Ashley this afternoon (09/24/24, 3:24 p.m.) indicating once the loveseat is pickup (tomorrow) they will issue a refund. However, they did not indicate the amount of the refund. I need to know the dollar amount of the refund. My initial payment was $2,268.22... will this amount be refunded and if not, please provide an acceptable explanation.
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 09/25/2024

  Hello, once the loveseat is removed from your residence Ashley's furniture will issue a refund in the amount of $2,268.22 to your Mastercard. Please let me know if you any questions or concerns.

  . Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  Date:09/15/2024

  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.

  Defective mattress that has given back problems and has a sinkhole in middle of bed. It was checked in 2021 and was 1/4" off of requirement to be replaced or refunded, so tech informed us to wait a couple years and put in another ticket due to defectiveness of mattress.We did started contacting Ashley mid July 2024. One appointment never showed and called and never entered into the system, then next tech caused a hole in the mattress and informed that they couldn't do anything. I was given warranty information and told that nothing else could be done. We are talking about a defective product that is sinking in the middle. We used their foundation and the mattress pad that they required. Ashley then said they'd send another tech to Upon further review of the photos we have received, our professional furniture technicians can bring this product back up to manufacturing standards, at no cost to you." and tech said that Ashley would probably replace and then received notice that the issue was closed, yet the problem was not addressed. We would like a refund and the mattress and foundation removed.

  

  Business Response

  Date: 09/16/2024

  Thank you for reaching out to ************************************* We truly appreciate you sharing your situation with us. Your concerns are very important to us, and we are committed to addressing them promptly. We recognize the inconvenience this has caused and want to clarify the actions taken thus far. Our service technicians visited your home on July 2, 2021, August 31, 2024, and September 7, 2024, to measure your king mattress. Based on these measurements, the mattress still meets the manufacturers standards, which is why a reselection has not been approved.
  We understand your desire to return the mattress and foundation, but we are unable to approve the return as the request falls outside the 72-hour window, and the mattress is not deemed defective based on our assessments.
  Thank you for your understanding.
  Regards,
  Ashley Furniture **************** Corporate Office SR

• Initial Complaint

  Date:06/26/2024

  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.

  March 5th,2024 I purchased a dresser from Ashley Furniture Online for $209.99. The dresser didnt assemble correctly due to a manufacturing defect. Fed ex picked up the dresser in the box and Ashley Furniture has not refunded my money. I have tried on numerous occasions to inquire about my money and never have they assisted me and given me my money back.

  

  Business Response

  Date: 06/26/2024

  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, we will be working with our online and returns teams to get this refund to you as soon as we can.

  
  Regards,Ashley Furniture *********** **** Corporate Office 

• Initial Complaint

  Date:06/08/2024

  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 placed my order and was giving a confirmation delivery date. My item was not attempted to be delivered when I have an email stating it would be. I contacted Ashley and they said they could deliver it in 2 weeks so now I am waiting a month to have an item delivered which was scheduled for Friday June 7th and never attempted. They also stated they called me when I never received a phone call

  

  Business Response

  Date: 06/17/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to the Fulfiller. We were informed that the consumer is scheduled for delivery on 6/20/24 and will be eligible to receive compensation following the completion of the delivery. We apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  Date:05/14/2024

  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.

  Bought a master ***room set, kitchen dining set, and living room leather sofa set for over 9 thousand dollars on 03/20/2024. The king *** set is missing storage drawers and was promising deliver on May 1. I didn't realize the *** cannot be used without the drawers. It sits in my master ***room half assembled. May 1 came, no delivery. I went to the store want to exchange another *** or use the demo's drawers. The store manager was apologetic and indicated the missing drawers should be delivered on May 14 and will gave an answer by Saturday, May 4 whether we can exchange another ***. May 4 passed, no call from the store. Now May 14, I called the store line is told the drawers is expected to deliver on May 23!1 ) The store did not tell me the *** without the drawers is useless and delivered it anyway. And it occupied my master ***room till now and going forward.2 ) The store has missed delivery for twice now and we cannot keep waiting without a solid delivery.Resolution we want:If it is not delivered on the coming May 23, we want to return the furniture and get the refund.

  

  Business Response

  Date: 05/23/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. The consumer has a delivery date scheduled for 5/24/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  Date:01/25/2024

  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 new loveseat and accent chair from Ashley Furniture **** Market place, ******** ** on 1/5/24. The furniture was delivered to my home on 1/12/24. The next day I noticed a front grommet on the corner of loveseat was not on correctly, instead of on front end flat, it was placed on corner and sticking out. I went into store to state complaint and they said they would start a claim to the Ashley warranty department to see if fixable. The Ashley technician came today 1/25/24 to check out. He pulled grommet of corner and hammered on the front end where it should of been. This does not look like it should, placement, like other side. While he was here I showed him the arm of loveseat, which is not like other end. The padding or lack of on top of arm was missing/and bunched. The technician did say it was noticeable. I expressed how mad I was, that I bought NEW furniture and this loveseat should be replaced with same, but no defects. I stated ************************** did not do their job in inspecting this before delivery. So, he calls the Ashley customer service and talks to them and lets them know. They tell me he needs to try to fix it, under warranty. The technician said only way would be to take side off along with pulling up material to try to fix. I said NO, I will not accept this, I didnt pay for a new loveseat to get a defective one that you need to take apart. I want a replacement of same loveseat (that matches my accent chair) without defects! Ashley Furniture emails me saying I refused to have technician try to fix. As I am stating in complaint, I paid for brand new furniture and will not settle for anything but a replacement of same non-defective loveseat. No matter what anyone purchases New, and at this cost would settle for anything less.

  

  Business Response

  Date: 01/30/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the consumer has an exchange of the loveseat scheduled for 2/6/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 01/30/2024

  [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,
  
  *********************
  

• Initial Complaint

  Date:12/31/2023

  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.

  Purchased chair, broke 3 times, purchased insurance, was told to go pick out a new chair on store credit told it would be delivered on 12/29, took off work told at the last min it was going to be backordered, bed would come first on 12/29 then we could schedule chair. was text morning of scheduled delivery of bed and told it was rescheduled. went to store to talk to mgr and was told there is no corp office and that there was nothing she could do. I told them to cancel the delivery and we would be contacting an attny at this point for the refund of the order plus the refund for the broken chair.

  

  Business Response

  Date: 01/08/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Homestore management. We were advised that the credit was reissued and used for SO *********; we apologize for the inconvenience.
  
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

• Initial Complaint

  Date:11/24/2023

  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 bought a space heater and it worked for 1 month. I have emailed, called, chatted and even messaged on social media I cannot get customer service to call me or respond They promised me a replacement!!!! Im still making payments I need help! I want my money back

  

  Business Response

  Date: 11/27/2023

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Online sales management. Unfortunately, we will not be able to issue a refund. At this time, we can issue a replacement; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.
  Corporate Office
  KB

  Customer Answer

  Date: 11/28/2023

  [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.  Please have Ashleys Furniture send my replacement ASAP to my Whittier home as the winter is approaching and my heater is much needed.
  
  Regards,
  
  *******************************