Complaints

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

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• 

  Ashley Furniture HomeStore Stoneledge

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore

  26520 Carl Boyer Dr Santa Clarita, CA 91350-5806

  
• 

  Ashley Furniture HomeStore Stoneledge

  1721 E Ventura Blvd Oxnard, CA 93036-1815

  
• 

  Ashley Furniture HomeStore

  1050 Los Vallecitos Blvd San Marcos, CA 92069-1469

  
• 

  Ashley Furniture Homestore

  855 Ashley Way Colton, CA 92324-4018

  

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:06/25/2025

  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 a large order with Ashley on May 18, 2025. Some items were hand delievered and some where direct shipped. One of the direct shipped items, a lamp, arrived broken...the k*** to turn the lamp on/off was broken off, so I can't get the lamp to turn on. I filed a case with Ashley on May 24, 2025 and as of yet have no heard from the "necessary team." I have called more than half a dozen times for resolution and cannot get anyone to help me. I spent thousands of dollars, and no one will help me exchange a $40 lamp. I have filed multiple cases, and have called the store many times. I've only been able to reach the store 1 time, and even then, no resolution. I'm not sure how they have an A+ rating with the BBB but this has been a F experience. I have spent hours trying to get this seemingly simple error corrected but to no avail. I have run out of options, so I'm coming to you.

  

  Business Response

  Date: 06/26/2025

  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 are reaching out to the ************ Homestore to ensure that a replacement lamp is delivered to the guest we are sorry for the condition that the lamp arrived in. 
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:06/22/2025

  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.

  June 18 my kitchen table was delivered when they came to set up the table. The chairs were already set up prior to arriving once they left the table and kitchen chairs were rocking and uneven. I called Ashley furniture minutes after they left to notify them of the table, rocking and chairs rocking They filed a claim for me and told me someone will contact me within ****************************** they asked me to upload pictures and videos of the table and chairs, which I did they send someone out June 21 to repair the table which he stated that my floor is uneven and that I should order Some cushions for the leg and legs of the chair and table which I dont understand why I will have to order something to stop the when I purchase the table and in store they didnt have the table doing that so soon after the repair man left I called actually furniture back to let them know what was going on and told them that I want a refund I havent had the table for a week and I purchased the table in store at Ashley furniture June 15 and it was delivered June 18th, Ive been having problems ever since this table was delivered and I received the email today June 22 stating that I cant get a refund because the technician was able to fix the problem and the technician did not fix the problem. The table and chairs are still rocking, and he told me that I will have to buy leg cushions in order for the chair to stop rocking and the table, which I dont understand why I will phave to do that. table and chair should not be rocking. All I asked for is a refund or store credit so I can buy a different table. I have purchase many items from Ashley furniture and never had a problem like this before this is the first problem I have and theyre giving me a hard time when its their mistake. All Im asking for is a refund or store credit I do not want this table and I do not want another table like this, Ive been having problems since.

  

  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, a specialist did connect with the guest today regarding this matter and a reselection credit was approved which will allow the guest to revisit the homestore and select a different dining table set.
  Regards, Ashley Furniture Industries, Inc. Corporate Office SR

• Initial Complaint

  Date:06/13/2025

  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.

  According to the company,  If an item arrives damaged Ashley Furniture requires a call to customer service within 3 days. If not damaged, the item may be returned within thirty days. This policy stands for both online and in store purchases.  The item I purchased, is still in its original box unopened. 
  I am requesting a refund in exchange for returning the items purchased.  

  

  Business Response

  Date: 06/12/2025

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention.
  
  After reviewing our records, we were unable to locate a purchase or service history for Ms. Barrett through our Ashley locations. It appears that Ms. Barrett is not a guest of our organization, which operates separately from other independently owned and operated Ashley licensees across the country.
  
  As this complaint involves a location in California, we respectfully recommend that it be redirected to the appropriate Ashley licensee operating in that region for further assistance.
  
  Please let us know if you need any additional information to support the transfer of this case.
  
  Sincerely,
  Ashley Customer Experience

  Customer Answer

  Date: 06/13/2025

  I'm filling the complaint because I am not satisfied with the clarity of the returning policy.

  According to the company,  If an item arrives damaged Ashley Furniture requires a call to customer service within 3 days. If not damaged, the item may be returned within thirty days. This policy stands for both online and in store purchases.  The item I purchased, is still in its original box unopened. 

  I am requesting a refund in exchange for returning the items purchased.  

   

  Thank you

  

  Business Response

  Date: 06/25/2025

  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

• Initial Complaint

  Date:06/11/2025

  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.

  On May 25, 2025 we walked in the the *************** store to purchase a mattress. We asked for the exact same mattress we had purchased from them a few years prior, we just wanted to upgrade to a king size instead of the Queen we already had. We told her we loved and were very happy with the mattress and we wanted the exact same one. We keep the queen and gave it to our son. We were told they still carried the mattress and we filled out the paperwork and made the purchase. When we received the mattress it was not the same. It was much softer and we sunk into it. It is not the same mattress. I opened a claim and set pictures of the difference in firmness. They closed the claim. We asked that they come to compare the mattresses and they refused. We went to the store and they told us they could do nothing for us. We want to exchange this mattress for a new one that is firmer like the old one. We do not want to pay $1,400 for an uncomfortable matress.

  

  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 king mattress was delivered to the guests residence on 6/1/2025 the customer contacted customer care on 6/4 and reported is not firm its extremely soft and requested a different item. The case was reviewed by 2 different members on the returns department a service technician is scheduled for 6/19 to inspect the item. Once we receive the service technician we will follow back up with the guest.
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

  Customer Answer

  Date: 06/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23457049, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The technician Rene came an took a report. He compared both mattresses and determined that they do not feel the same.  He said he would turn in his report and we would get and email from corporate. We stressed we want to exchange the mattress for a firmer one like the original we had. He said he put it all in his notes. I was not provided a copy of what he put in his notes so I do not know what he sent to them.

   

  Therefore I would like to keep this complaint open until we received the report and comments via email and find out what Ashley's solution is.
  
  
  
  Regards,
  
  
  
  Loketi Blake

  

  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, we confirmed with the guest today that the delivery of the new mattress went great today. 
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR
  

• Initial Complaint

  Date:06/06/2025

  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.

  On 5/8/25, We went to Ashley Furniture, and we choose to get a mattress and a sofa. We paid a total of ********. The manager's name was ***** and the Salesperson's name was ******* *******. Between both, The Manager and Salesperson never stated to us that all sales were final. We sat and chose the sofa based on the floor model. We had both items delivered to our home on 5/17 Saturday. When we saw the sofa and sat on it, we noticed an immediate problem. The sofa was flat and uncomfortable. I went to the store on Monday and find out that they made a mistake and had given us the wrong type. We wanted a sofa that was just like the floor model. I spoke with someone behind the counter, and he wasn't very helpful. A technician came to check the item. When that person came to our home, he took pictures and wrote up a lie. He put in his notes that the sofa had no problems. This was an untrue statement. Flat is not what we ordered, and we want Ashley to correct the problem. We want a sofa that is just as comfortable as what they showed us on the floor.

  

  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, a specialist will be reaching out to the guest to further assist with this matter. 

  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

• Initial Complaint

  Date:06/05/2025

  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.

  Complaint Against: Ashley Furniture Order # ********* and ********* Complaint Filed Date: May 14, 2025 Order Details: Couch and Ottoman I am filing a complaint regarding a recent purchase from Ashley Furniture that has resulted in ongoing frustration and lack of resolution.When I initially placed my order, I was quoted a $400 delivery fee. I declined, as that amount seemed excessive, especially since my mother had recently paid only $59 for a similar delivery that included full setup. Ashley then offered a reduced fee of $150, but this only covered a basic drop-off, with no setup.On delivery day, the drivers were extremely rude and attempted to leave the furniture on my front porch. After I insisted, they reluctantly brought the items just inside my entrance, but I had to move and set up everything myself, despite still being charged $150.The ottoman was delivered separately. Upon unwrapping it, I found a hole on the side and wood chips protruding. I reported this to Ashley Furniture on May 14, 2025, and was told a claim would be filed for repair. I never received any follow-up.I called again to request a replacement instead, due to the visible damage and structural concerns. They stated another claim would be filed, but *** still heard nothing back. I followed up once more, and there was still no resolution or communication from ************************* this point, I am requesting the following:1.A full replacement of the damaged ottoman.2.A refund of the $150 delivery fee, given the poor service and lack of proper setup.I have made every effort to resolve this directly with Ashley Furniture but have received no meaningful response. I hope the BBB can assist in obtaining a fair resolution.Sincerely,******* *********

  

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to us and bringing your concerns to our attention. We are truly sorry for any inconvenience and disappointment you have experienced with your purchase. Ashley's furniture approved a replacement on the ottoman and the delivery is scheduled for 7/1/2025 due to the item being on backorder, we have also waived the delivery fee in the amount of $149.99 which will be refunded back to your Synchrony account. If you have any questions or concerns please let me know.

  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought couches there in May of 2021 with warrenty for 5 years, now my couches are messed up and no one wants to help me. I am a mother with 2 kids I bought my furniture there with them falsely tell me lies that warrenty covers evrything. They made me spend extra money with nothing being done

  

  Business Response

  Date: 06/04/2025

  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 protection plan approved a replacement and scheduled the delivery to take place on 6/10/2025. Thank you for bringing this matter to our attention. 
  Regards, Ashley Furniture Industries, Inc.
  Corporate Office SR

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23399607, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  hello they proceeded to exchange one couch there’s 3 parts to my couch. When the technician came to check them. He said 2 of couches are broken. The one they changed out had a broken wood piece inside that hold the seat in place. The one they don’t want to exchange, which is the one that I’m complaining to you guys about is the one that the frame is broken worn out they literally want it to fall apart for me to call them so they can exchange it when I’m trying to prevent a accident from happening. I have 2 babies I don’t need accidents happening. I didn’t buy the couches as a partial set I bought them all together at the same time. They are letting you guys know they did there part to exchange it when in reality I’m complaining about the one they don’t want to fix I have provided photos of my couches to them so did the technician this isn’t ok I want my other couch to be replaced. The 3rd part to my couch is fine it’s just 2 that needed replacement and one is done I need my other one as well this isn’t ok. This is what warranty is for. 

   
  
  Regards,
  
  
  
  Natalie Baquero

  

  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 protection plan only approved a replacement on one item which is the RAF Sofa. We do recommend that the guest contacts the furniture protection plan regarding this claim as we only received approval on one piece.
  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 23399607, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  hello I have contacted my protection plan and Ashley’s as well I have spoken with managers and no one wants to help me this isn’t ok the only reason why I got the other couch is cause I contacted BBB cause before you guys just wanted to fix something that was broken. I don’t understand how you could exchange one and not the other I bought this couch as a 3 piece and 2 are broken and have been reviewed by your technician and still I’m not ok with Ashley’s having me buy the warranty and they don’t help me they are also held responsible because if I bought something there selling and they aren’t complying I need help. I just want to exchange my loveseat as well that’s broken
  
  Regards,
  
  
  
  Natalie Baquero

  

  Business Response

  Date: 06/23/2025

  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 protection plan only approved a replacement on one item which is the RAF Sofa which was successfully delivered. We do recommend that the guest contacts the furniture protection plan regarding this claim as we only received approval on one piece.

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23399607, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  i have been in contact with the protection plan as they want the sofa to completely be broken apart in order for them to do anything. It’s already broken but I guess they want it to fall apart. So I will basically wait till one of my guest or kids or family member sits down and it breaks even more cause eventually it will. My advise is when we purchase anything from please advise us how the warranty works versus telling us it covers everything cause it doesn’t. When we’re there you guys wants us to buy everything take out a credit card but when we need help there isn’t any. My honestly disappointed in Ashley’s. This isn’t okay.
  
  Regards,
  
  
  
  Natalie Baquero

• Initial Complaint

  Date:05/27/2025

  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 wanted to buy some furniture from Ashley saw on web site holiday sale went to Ashley several times i think 5 they did not have what was on **** site only one sofa that was ****** wanted different color wanted dinning table-chairs did not have any that was in my budget each time i went so i went home call corp office ask to speak with a supervisor several times could not get the lady to under stand i wanted to speak to some one higher up so the lady i was talking to claim to have Transfered me to some one but i think it was the same lady i wanted to know if i bought something on line did i have to put it all together did not under stand her never got answer so i hung up. sign on door at store is miss leading and on tv not same. so i went to a different sore got what i wanted for double less than ashley woodstock outlet acworth ga.

  

  Business Response

  Date: 06/04/2025

  Thank you for contacting Ashley Furniture **************** We have received and carefully reviewed your concerns regarding your furniture purchase experience. While we sincerely regret that your experience did not meet your expectations, we value your feedback as it helps us improve our services.
  We understand that a positive shopping experience is crucial, and we apologize that yours fell short of our usual standards. Your input is valuable to us, and we hope you will consider giving Ashley Furniture another opportunity to serve you in the future.
  We remain committed to providing quality furniture and superior customer service to all our guests, and we appreciate you taking the time to share your experience with us.

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

• Initial Complaint

  Date:05/23/2025

  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.

  I am extremely disappointed with my experience with Ashley Furniture. On April 26th, 2025 I was delivered a damaged dining table that I paid full price for. I immediately requested a replacement, as I purchased a brand new tablenot a used or repaired one. However, Ashley Furniture insisted on attempting a repair first, which I strongly disagreed with. For the past month, *** contacted customer service weekly, only to be told repeatedly to "wait 72 hours for an update" or "5-7 business days." None of these promises have led to any resolution. I even visited the Ashley store in ***********, **, three times. Each time, the store manager, Mr. *** acted as though it was my first visit, forcing me to re-explain the situation. Despite promising to follow up within 72 hours, I never received any updates from ****** of today, I still have a chipped table sitting in my dining room, and no one at Ashley Furniture seems to care about resolving this issue. Their customer service is very poor, and their lack of accountability shocking. They took my money, delivered a damaged product, and provided the worst customer service *** ever experienced. What a shame!

  

  Business Response

  Date: 05/27/2025

  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, specialist made contact with the guest and approved a replacement on the dining table and scheduled the replacement for 6/7/2025. 
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/27/2025

  [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. They emailed me with a date for the delivery of a brand new table scheduled for June 7th, 2025.
  
  Regards,
  
  ******** ******* (previous Last Name In The Store System Was ***)
  

• Initial Complaint

  Date:05/22/2025

  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.

  On March 5th, 2023 I made a purchase of a couch with 5 year protection plan at the ********* store. The couch was defective so we filed claim, got approved for a reselection. Went in reselected the couch asked the store associates what to do with current couch and they stated for us to dispose of it. On . On August 3rd the new couch was delivered to my home I asked them to remove the couch we purchased back in March of 2023 and they told me they didn't have any order to pick up and that I should dispose of the couch myself because that's what is done with insurance claims. On August 17th 2023 I received a phone call from the Ashley store in ********* requesting the couch we purchased back in March of 2023. I told them what I was asked to do which was dispose of the couch. ******* said the couch needed to be returned to the store and I repeated that I was never told of this. I told her I did not have the couch because I disposed of it like i was asked to. She stated I will be sent to collections. I called Ashleys corporate office I spoke to someone by the name of **** who further explained the issue and found that the billing department at the Hawthorne Ashley store made a mistake and rather than making it a store warranty claim they processed it as an insurance claim which was the reason why they told me to dispose of it. I was assured by **** that I will no longer have this charge on my account. Fast forward to December of 2024, I filed a claim for the new couch. I was approved and credited $1482. Went into the store to reselect only to find out that they are still claiming that I owe the couch from March of 2023. They are keeping my Money hostage and I have been with a been with a defective couch for almost 6 months. They keep calling me and emailing me to go in and reselect a couch. They seem to not have their story straight and are just dangling a carrot of my credit in my face!

  

  Business Response

  Date: 05/22/2025

  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, a specialist is currently looking into this matter and will reach out to the guest regarding the next steps.
  Regards, Ashley Furniture ****************Corporate Office **