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

  3667 N Freeway Blvd Sacramento, CA 95834

  
• 

  Ashley Furniture HomeStore

  6001 Redwood Dr Rohnert Park, CA 94928-7987

  
• 

  Ashley Furniture HomeStore

  10349 Fairway Dr Roseville, CA 95678-1998

  
• 

  Ashley Furniture Homestore

  7502 N Blackstone Ave Fresno, CA 93720-4302

  

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:05/17/2025

  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 ordered two Starmore 8 dressers from Ashley Furniture in mid-April. Since then I have received notification my order would arrive every 2 weeks and it never shows, I just get another email telling me when my order will arrive. I cannot get answers from customer service and the manager of the store will not take my calls. I have attempted 22 times to reach the store manager, each time getting transferred multiple times, or hung up on, or told the manager is not in. A customer service *** named ***** got in touch with me re: my complaint and assured me my order would arrive on Saturday, May 17th, however today when I called to find out what time it will arrive, I was told I do not have an order, and nothing is scheduled to be delivered to me. The business has had my money for over TWO MONTHS and I do not have my product, nor can I get anyone to follow through on any of the delivery dates that have been set up. There is no reason for this horribly offensive customer service. I want the product, but since I cannot get the company to follow through, I want my money back.

  

  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, we are sorry to hear one of the dressers arrived defective. Due to the guest filing a chargeback against Ashley's furniture the item was voided as we cannot deliver merchandise with a open chargeback in the system. The guest will be refunded for the second dresser in 45 days which is the terms and agreement for the financial institution.
  Regards, Ashley Furniture **************** Corporate Office SR

  Customer Answer

  Date: 05/22/2025

  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

  I was contacted by Ashley **************** on May 13. 2025 and promised that they would deliver my dresser on Saturday,  May 17th. For that reason, I canceled the dispute with my credit card company and the charge remains on my card. There is absolutely no reason for it to take 45 days for Ashley to return my money. Attached is proof that the charge is currently on my credit card and Ashley does have the money for an item that I do NOT have.
  
  Regards,
  
  ******* ******

  

  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, the guest is currently in communication with a specialist in the dispute regarding this matter who has offered the guest a 15% discount on a new purchase for a dresser. 
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/27/2025

  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.
  
  I appreciate the offer of a 15% discount to purchase a new dresser however this does not resolve the problem which I'd that you have my money for the original dresser and it needs to be refunded OR the dresser needs to be delivered to me. I am not going to pay again when I don't have my money back or the product. I provided you with sufficient proof that you have my money.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/04/2025

  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, the guest is currently in communication with the dispute department regarding this matter we do request that this matter is closed.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 06/04/2025

  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.
  
  I appreciate that Ashley Furniture would like to have this matter closed. I would love to be done with it as well as it has takem up a significant amount of my time and has caused a lot of undue stress. However, in order to close this matter, I respectfully request I be refunded the $1027.00 plus delivery fees I paid for the dresser I did not receive OR that the company honor their commitment to me and DELIVER the merchandise.  At that time I will gladly consider the matter resolved. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 06/09/2025

   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 sorry to hear one of the dressers arrived defective. Due to the guest filing a chargeback against Ashley's furniture the item was voided as we cannot deliver merchandise with a open chargeback in the system. The guest will be refunded for the second dresser in 45 days which is the terms and agreement for the financial institution.

• Initial Complaint

  Date:05/16/2025

  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.

  August 2023,purchase a lorreez lift recliner due to mobility and health needs,and purchased protection thru Ashley provided by Reguard protection. on May ****** called Ashley for repair service,i which they set up internal reference. on 5/3/25 I contacted Requard and set up claim with them which put into action ,I was notified that SAW Enterprise would call ***** hrs., on 5/12/25 no response .I called ************** and was told no work request was submitted, immediately called Reguard and was notified no work request was submitted but representative said she placed it while we were talking. on 5/13/25 I called ************** and was told,work request was received but no time frame for repair date,as of 5/16/25 no response, I called Ashley customer service seeking assistance in getting repair expedited,but only got an apology,but I need help as this chair is needed for daily hygiene,dressing as well as sleeping on nights that health issues are bad.I will process a complaint with the Reguard also. my compaint with Ashley is lack of customer support to assist in getting this resolved as they contracted Regaurd, who failed for a week to submit the work order thus causing hardship for seniors, my wife is *********************************************************** dressing,getting up,and Hygiene needs.

  

  Business Response

  Date: 05/21/2025

  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 sorry to hear that the power lift recliner has stopped working. A professional Ashley's furniture technician has been scheduled for 5/29/2025 but we are currently working on scheduling a technician for sooner.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/15/2025

  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.

  This is my second attempt at getting a resolution for a defective couch. My first complaint #******** is still unresolved. The couch is slouchy and has lost all cushioning and lacks any type of support and structure. This is not the couch I originally ordered, but after two damaged deliveries the store agreed to send me this couch instead as they kept arriving damaged. Once I got this sofa it lost all structure almost immediately. The technician who arrived to check the sofa said this is how its designed and it does not have a spring or any support system to keep the couch from slouching, he said its a bad design. After 3 months of going back and forth with the BBB the only solution was for Ashley to send me new cushions. The cushions were incorrect, missing fabric coverings, and were impossible to put on without the help of factory machinery to slip them on. They also arrived damaged from the courier.. dirty, stained and ripped. I had to email ****** dozens of times to get a solution that did absolutely nothing at all. After their solution failed to work and I had to do surgery in November of 2024 so I gave up trying. I got tired of emailing incompetent, unhelpful, rude Ashley customer service **** that did nothing to help me and made matters worse. I am still stuck with a sofa that is killing my back, I cannot recover from surgery, and have had nothing but misery dealing with this company. I want a refund, or a re-selection of the original couch I ordered UNDAMAGED. I am not going to settle for dirty cushions that will just slouch with normal use after a few days. I have a warranty that does nothing to protect me. Please resolve this as I am at my wits end with Ashley and never imagined spending $3000 would lead to so much pain and heartache and no solution for almost a year.

  

  Business Response

  Date: 05/21/2025

  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, the pictures that the guest has provided has been forwarded to Ashley's furniture quality department for a second opinion. We will reach out to the guest with the next steps of the claim.
  Regards, Ashley Furniture ****************Corporate Office KB

• Initial Complaint

  Date:05/12/2025

  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.

  I am writing to file a formal complaint against Ashley Furniture regarding a problematic purchase & unacceptable customer service, which I believe constitutes fraudulent business practices.On April 27, 2025, I placed a furniture order in-store at an Ashley Furniture location in *******, **. The total cost of the order was approximately $4000. The furniture was delivered on the scheduled date of May 9, 2025.Within minutes of the delivery, I noticed significant defects in one of the key pieces of the sectional I purchased. Specifically:The wedge section is shaking like a rocking chair.The foam in the headrest is not filled evenly, giving it a curved ************** of the armless chairs is too short to align with the rest of the sectional pieces.These defects clearly indicate a lack of quality workmanship inconsistent with the price paid for a brand-new item. Immediately upon discovering these issues on May 9th, 2025, I contacted the sales representative who assisted me with the purchase. He acknowledged my concerns and stated he would follow up with me within 24 hours. After receiving no response within the promised timeframe, I contacted customer service directly. To my dismay, I was informed that all in-store sales are final and that a return was not possible. This policy was never disclosed to me at the time of purchase. Furthermore, I reviewed Ashley Furniture's return policy on their website, which clearly states a 30-day return policy for online purchases.This discrepancy between the online policy and the information I received from customer service, coupled with the lack of transparency regarding a "no return" policy for defective merchandise purchased in-store, feels like a deliberate and fraudulent practice.I purchased a brand-new, expensive furniture set that is demonstrably defective. While Ashley has offered repairs, I am no longer interested in owning furniture. The quality of workmanship is unacceptable given the significant investment I made.

  

  Business Response

  Date: 05/21/2025

  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 sorry to hear that the sectional was delivered defective. A professional service technician is scheduled to inspect the furniture today. Once we receive a copy of the service report we will be follow up with this guest regarding the next steps of this claim.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 05/21/2025

  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.
  
  On May 16, 2025, a technician visited my home to inspect the furniture delivered on [May 9th 2025]. Following his inspection, he confirmed the presence of defects.  I emphasize to him that the purpose of this visit was solely to document the defects for the purpose of returning the product. Given the significant investment of $4000, I find it deeply concerning to accept a product of questionable quality.
  When the technician contacted your corporate office, I was informed that a repair would be performed by technician onsite. However, I reiterated that my intention from the outset was to return the defective furniture, not to have it repaired. I believe that investing a substantial amount of money in new furniture should guarantee a product free from defects.
  Furthermore, during a subsequent call with a customer service representative, I was disheartened by the response I received. I was told that my only option was a repair and that I should not have accepted the delivery in the first place. I explained that the delivery personnel pressured me to quickly accept the delivery, citing their tight schedule and instructing me to contact customer service immediately if any issues arose, which I promptly did on the same day. Despite this, the representative insisted that all sales are final, regardless of any defects, and abruptly ended the call.
  I must strongly emphasize that at no point during the purchase process was I informed that sales were final. I was purchasing new, full-priced items, not sale or marked-down goods. To be treated in this manner by Ashley is not only unprofessional but also deeply concerning, especially given the advertised 30-day return policy prominently displayed online. The discrepancy between this advertised policy and the information I received from your customer service representative feels misleading and potentially fraudulent.
  My request remains simple: I ask that you arrange for the removal of the defective furniture and issue a full refund for my purchase. I sincerely hope that Ashley will reconsider its stance and uphold the customer-centric values that I would expect from a reputable furniture company. I look forward to your prompt and positive resolution to this matter.
  Sincerely,

  

  Business Response

  Date: 05/21/2025

  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 return has been approved for the sectional and scheduled to be removed from your residence on 5/24/2025.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/21/2025

  [I have reviewed the response made by the business in reference to complaint ID ********, regarding the removal of furniture on an agreed date (05/27/2025, hours 9am -1130am) and the offer of a refund, and I find that this resolution is satisfactory to me.]
  
  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:05/08/2025

  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 am writing to formally request resolution regarding an issue with my recent purchase of recliner couches made in-store on April 8, 2025, with sales representative ****. At the time of purchase, I clearly and repeatedly confirmed with **** that the couches came with battery packs and did not require wall outlets, as this was a critical safety factor for my household with a toddler. **** assured me that the battery packs were included.However, upon delivery on April 22, 2025, I was surprised to find that the couches require a constant connection to an outlet, with exposed cords that pose a significant safety risk to my child. I called customer service the same day to report that the item delivered was not as represented at the time of sale, and a case was created. I also contacted **** directly, who responded only to say that the battery packs cost $249 an upsell that contradicts what I was told during the purchase.Since then, I have made multiple follow-up calls to your customer service team, yet no resolution or assistance has been provided. This continued delay is unacceptable, especially given the safety concerns and the misrepresentation at the time of ******* this point, I am requesting one of the following resolutions:Immediate pickup and full return/refund of the couches, OR Shipment of battery packs for both power recliners at no additional cost, as originally confirmed by the sales representative.Please escalate this matter and respond promptly.

  

  Business Response

  Date: 05/20/2025

  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 West Covina Homestore regarding this matter.
  Regards, Ashley Furniture ****************Corporate Office SR
  

  Customer Answer

  Date: 05/20/2025

  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 response from the company is stating that they are sending my complaint to the store and not addressing the issue. The issue is still remains and I have not been contacted by the company regarding my case.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 05/21/2025

  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 will be reaching out to this guest regarding this matter. 
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:05/07/2025

  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.

  Leather Couch and Loveseat purchased on 3/31/2023. 5 YR furniture Protection Plan was also purchased at this time for $169.99. 3/21/2025 filed a claim with furniture warranty company Regard. Representative visited our home and determined new parts for both the loveseat and couch needed to be ordered. I followed up on 4/15/25 and was told the parts couldn't be ordered and Regard was waiting on a decision whether to replace the furniture or give value to the furniture. Followed Regard again on 4/22, 4/23, 4/29, 5/1, 5/2 and 5/7. We still have no answer. We reached out to Ashley furniture and were told they have nothing to do with the warranty. The warranty is listed on the invoice as an item purchased at Ashley's. Ashley's sales person presented the warranty as a product of Ashley Furniture.

  

  Business Response

  Date: 05/21/2025

  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 will be reaching out to the furniture protection plan for additional information on this claim.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/21/2025

  [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:05/03/2025

  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.

  4/13/2025 @08:53pm- invoice #********* invoice total was near $10,000.00 I don't know my full real balance since Ashley furniture and my sales **** ******* ****** fail to provide me with a final receipt. since my order had a lot of stuff that I didn't order, and she supposedly forgot to take it out and order me another 2 items I didn't want. My sales **** and Ashley's furniture don't want to resolve my issue by correcting my true balance and take back what I didn't order, nor refund me. it's hard to get someone on the phone .

  

  Business Response

  Date: 05/21/2025

  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 reached out to the guest regarding this matter and will be working towards a resolution.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:05/02/2025

  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.

  TO WHOM IT MAY CONCERN:As you can see this letter was addressed to Ashley Corporate because they informed me that this was the Better Business Bureau to Ashley Corporate office.I send all the documentation certified return receipt, WITH PICTURES TO THEM, HOW THE **** BED WAS BROUGHT TO MY APARTMENT dirty stain and with ink marks because they send me a floor model. They never pick-up the sofa and send me an email stating that I can depose of the sofa. I NEVER heard from them nor I received a replied from them. ASHLEY FURNITURE CORP. Enclosed is a receipt from the post office. I have made varies attempts to speak to them but their reply is we dont have any information for you from **************** and you must pay the full amount.I am exhausted, homeless due to financial issues, sick since 5/2022 and I would like you to go over the letters and document I send to Ashley Corporation. Which I sent to 1 Ashley **************************** on 2/27/2025. I moved to ******* due to health condition & financial problems and my P.O. Box is *************************** and I moved on December 10, 2024. Please contact me **** and advise me how to handle this situation.I am in the care of a Cardiologist, dermatologist, and many other specialists due to infectious disease which doctors have found NO CURE. My health is deteriorating but I want to resolve this issue no matter what happens to me. I can provide letters from doctors. Your attention to this matter is greatly appreciated.

  

  Business Response

  Date: 05/05/2025

  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 will be reaching out to the consumer to discuss this matter further.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer Answer

  Date: 05/16/2025

  [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:05/01/2025

  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.

  I attempted to return a product approximately two weeks after delivery, but was repeatedly informed that returns were not allowed because I had missed a 72-hour return window. The return policy published on the companys own website states: We accept the return of Standard Shipping item(s) within 30 days of delivery (please note return shipping fees may apply). This phrase strongly suggests a general return policy. While the broader context of the section discusses damage, it does not clearly limit the 30-day return option to only damaged goods. Consider the phase "To report delivery damage or make a return." Reasonable customers would interpret this as allowing standard returns within 30 days, even for non-defective items. I ordered the product believing I would be able to initiate a return within the timeframe if needed. I even kept the box in good shape with this in mind.When I reached out to customer service, I was required to provide photos of the product and answer numerous questions. I complied with all of their requests in good faith, expecting a fair resolution. Instead, I was met with the same canned response each time: that the return could not be processed due to the 72-hour rule. Even though item not damaged and that rule appeared to apply to damaged items!I called customer service multiple times. One representative even told me my case would be escalated and that I would be contacted by a specialist. That follow-up never happened. When I followed up myself, I was again denied within minutes, with no sign that my case had actually been reviewed or taken ************ no point was I offered a refund, exchange, store credit, or any meaningful resolution. The process felt designed to deter customers from successfully returning items, and left me feeling dismissed and frustrated. I now own a product I cannot use, cannot return, and must attempt to resell privately to recover any value.

  

  Business Response

  Date: 05/02/2025

  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 will be reaching out to consumer to assist with this matter.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 05/12/2025

  [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. 

  Id like to note that I am satisfied with how the issue was handled after I filed the complaint. A specialist did reach out to me and I was able to return the product and receive a refund at no extra charge.

  
  Regards,
  
  ****** ******

  
  

  
  

• Initial Complaint

  Date:04/29/2025

  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.

  Date purchased: 2/16/25 Delivery date was delayed until: 4/4/25 Purchased in-store and was delivered damaged. Marks and chips all over furniture. First ********** came to repair Brand new furniture but made more damage. Had second ********** repair first **********s errors. Also repair other flaws on furniture. Contacted customer service many times and keep getting the run around. They keep delaying the process of satisfying the customer. Very disappointed in the quality and customer service from ********************************************. The sales associate also claims that the furniture is damaged, but I cant get any assistance with this situation. Currently waiting 72 hrs to get a resolution. This will be my 3rd 72 hrs. period where I need to call back because they failed to email or call back. This is ridiculous. Sales associate also confirmed to me that she has multiple customers going through the same situation Im currently in.

  

  Business Response

  Date: 05/21/2025

  Thank you for reaching out to Ashley Furniture **************** 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 ***************************************************************************** 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 ****************Corporate Office **