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.

close

Find a Location

Ashley Furniture HomeStore Stoneledge has 46 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 Stoneledge

  1 Ashley Way Arcadia, WI 54612-1218

  
• 

  Ashley Furniture HomeStore Stoneledge

  1721 E Ventura Blvd Oxnard, CA 93036-1815

  
• 

  Ashley Furniture HomeStore Stoneledge

  7770 Miramar Rd San Diego, CA 92126-4203

  
• 

  Ashley Furniture Homestore

  855 Ashley Way Colton, CA 92324-4018

  
• 

  Ashley Furniture Homestore

  12704 Amargosa Rd Victorville, CA 92392-7641

  

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:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I. Purchased. A. Recliner in. This. *********** suddenly. Quit. Working. Ive. Contacted. The said ************ **************** ********** to have. My. Recliner. Repaired & or. Replaced & have not. Been. Contacted by. The. Store. Or. **************** Regarding. My. Complaint. Im. Disabled & advised. The ************************ with no sucess

  

  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 made contact with the consumer and scheduled a service technician to inspect the power lift recliner on 5/8/2025.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:04/25/2025

  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.

  Complain # 1 : In March I bought a sofa# 1 , i cancelled it and purchased another before the delivery date (sofa #2).Sofa # 1 was approximatley $2,600 and sofa 2 was approximatley $2,000. I am owed the differnce. PERIOD. I have yet to receive my refund.Complaint # 2: The sofa i bought had to be replaced 3 different times because every time i got a new one delivered, it was ripped. I had to take time off from work EACH TIME costing me more money so that i could be home to receive it and since Ashley gives you a broad time gap , i had to take the day off. This is money I lost and would also like to be reimbursed to me by Ashley Furtnityre. Consider this a formal complaint before I take this to court for negligence.

  

  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 has reached out to the consumer regarding this matter and offered a 10% discount off the purchase plus the delivery fee.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  Date:04/18/2025

  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.

  They sold me a defective table and chair set, and they refuse to refund me my money.The chairs are uneven because they are not assembled correctly. They wobble because the legs are of different lengths and so all four legs don't touch the floor. They refuse to acknowledge this a problem. The "technician" they sent out told me the only problem was that I don't a soft-surface floor (i.e, carpet or a rug). He told me the chairs are not intended for hard surface floors. They refuse to acknowledge there is anything wrong with the chairs.The table was mis-installed by their contracted assemblers. They didn't use the correct hardware.

  

  Business Response

  Date: 04/23/2025

  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 has spoken with the guest and confirmed that the professional service technician resolved the issue with the furniture.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/23/2025

  [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:04/17/2025

  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.

  On Wednesday, April 16, I received an order from your store, a mattress frame, I did not order this. Then today, April 17, I received another item from Ashley a bed frame, again I did not order this. I called your customer service number, it was a lady overseas, I explained to her about these two items that were delivered to me that I did not order., I also told her I could not bring them into the house because they were very heavy, and I lived alone. I told her there were a lot of porch burglaries going on in our neighborhood and if these items were stolen, it was not my fault,she replied no it would not be your fault that would be no problem she told me then she would escalate this to corporate. I decided to call the local Ashley store in ***************************************, it was almost a joke to get a hold of somebody.I tried over 18 times and eventually I spoke to a manager name, ******. I explained to ****** everything I explained to the customer service agent, said if there anyway you can bring them into your house until they got somebody out here to pick them up, I said I live alone and on one of the boxes it clearly says two man job ****** then told me he could not find the customers order. He told me it mustve been done online, he told me Ill have to go to the warehouse and look it up I asked ****** please let me know before the day is over. ****** replied I will I asked him please by 5 oclock again. ****** said by 5 oclock. It is now almost 7:30 PM and I have tried to call the store again and nobody is answering AGAIN , I do not know where Ashley hires their ****************** but I think they need to incorporate new training and that would be no matter how a customer orders ; either on the phone online or in person you should care. I need somebody from Ashley to contact me in hopes that these two items are still on my porch tomorrow and throughout the Easter weekend.

  

  Business Response

  Date: 04/23/2025

  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 SR 

  Customer Answer

  Date: 04/23/2025

  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.
  
  [Please type your response here.]

  I do not know how clearly I can say this to ASHLEY furniture I DID NOT purchase anything from them. ASHLEYs ** delivery drivers ** delivered items to the wrong house. ( MINE) 
  What I was.shocked about was when I contacted your Ashley furniture store in ***********  Ca, and I spoke with a manager name ****** and I told him about the headboard, on my porch and the bed rails, and how heavy they were and I was not able to bring them in my house and possibly they might be stolen , ****** acted with ZERO concern. ****** even lao& said well if you cant bring the items in & by chance they are stolen , no one can blame you. 
  The customers name on boxes was  ******* *****, the order was placed online.

  I now know if I am to ever buy furniture or am asked for a recommendation where to buy from it will NOT be Ashley . A manager at a local Ashley store showed no care or concern for a lost order. Then I file a complaint with the Better Business Bureau and clearly write about my ordeal and nothing I wrote was comprehended. 

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

  

  Business Response

  Date: 05/02/2025

  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 SR
  

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional from Ashley Furniture (************************************) in August 2018 for $1,464.93. At the time of purchase, ***resentative *** ***** ***eatedly assured me that the sectional came with a five year warranty covering "everything," which I was required to buy. I confirmed this multiple times during my visit, and he mentioned no exclusions or limitations. I spent hours engaging with Naz, explicitly asking about warranty details to ensure full protection. I also did not receive the official warranty documentation until months later, leaving me without critical purchase information.Within 18 months, the left chaise became significantly discolored, to the extent that it no longer matched the rest of the sectional. This defect is clearly a failure of materials that should not occur under normal use in such a short time. When I contacted ProtectALL by ***, the warranty provider, I was told they do not cover color loss, which contradicts the ***resentations made by Naz, the Ashley Furniture *** at the time of sale.I have raised this matter with Ashley Furniture's customer service several times; initially, they completely ignored my concerns and now they refuse to rectify the issue or ***lace the defective chaise, despite the assurances given by their sales ***resentative. I provided multiple photos of the defective sectional and the misinformation from the sales ***resentative to both ProtectALL and Ashley Furniture's management. The sectional was and has been well-maintained and shows no issues except for the discoloration of the left chaise. The rest of the sectional remains in excellent, pristine condition, which further suggests that the discoloration is due to a material defect rather than normal wear and tear or misuse. I am requesting an immediate ***lacement of the defective left chaise.

  

  Business Response

  Date: 04/23/2025

  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 have reviewed this matter and have determined that the concern isn't considered a manufacturer defect.  This item is also out of the one-year manufacturer warranty and is also discontinued.  Ashley does not determine the outcome of a claim made through the Furniture Protection Plan.  All correspondence would need to be sent to the furniture protection plan if you're not okay with their decision.  I apologize for any inconvenience this may have caused. We do consider this matter closed.
  Regards, Ashley Furniture ****************Corporate Office SR
  

  Customer Answer

  Date: 04/29/2025

  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.
  
  Thank you for your reply. However, your response is unacceptable and does not resolve the matter appropriately.
  
  I am not disputing that the manufacturers one year warranty has expired. My complaint is based on the repeated and explicit assurances made by your sales representative, *** *****, at the time of purchase, that I was purchasing a five-year warranty covering everything, with no mention of limitations or exclusions. I relied on those representations when deciding to complete the purchase, and they formed a material part of the transaction. Your response fails to acknowledge this central issue: that your employee misrepresented the scope of the warranty coverage.
  
  Further, I did not receive the actual warranty documents until months after my purchase, leaving me unable to review or question any exclusions that contradicted what your employee promised. As I have communicated to your company multiple times over the past few years, the Furniture Protection Plan provider explicitly stated they do not cover color loss, which directly contradicts the assurances your employee gave me at the time of sale.
  
  The discoloration to the chaise within only *********************************************************************************************************************** excellent condition. A defect that substantially affects the appearance and uniformity of the furniture in such a short time frame is unreasonable and unacceptable for an item of this cost and purported quality.
  
  Additionally, simply stating that the item is discontinued does not absolve Ashley Furniture of responsibility, especially given that I contacted your company about this issue years ago when the product was still available. Nor can Ashley Furniture disclaim liability by shifting all responsibility to the warranty provider when your own employees misrepresentations are at the heart of this complaint.
  
  I am once again requesting that Ashley Furniture immediately replace the defective left chaise or provide a fair and comparable remedy. If Ashley Furniture refuses to correct this issue, I am fully prepared to escalate the matter through all available consumer protection channels.
  
  I expect a meaningful response that directly addresses the concerns I have raised, not a form letter dismissing the issue. I do not consider this matter resolved and reserve the right to pursue it further until a satisfactory resolution is reached. My concerns remain active, and I expect continued engagement until the issue has been fully addressed.
  
  
  Regards,
  
  ******* ********

  

  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, We have reviewed this matter and have determined that the concern isn't considered a manufacturer defect.  This item is also out of the one-year manufacturer warranty and is also discontinued.  Ashley does not determine the outcome of a claim made through the Furniture Protection Plan.  All correspondence would need to be sent to the furniture protection plan if you're not okay with their decision.  I apologize for any inconvenience this may have caused. We do consider this matter closed.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 05/08/2025

  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.
  
  5/8/2025
  Thank you for your continued communication. However, your recent response is identical to your previous one, indicating that my concerns have not been thoroughly reviewed or understood. I am unclear whether this is due to a lack of attention to detail, a lack of care from your customer representatives, or if automated responses are being issued without adequately addressing the specific issues I have raised. To ensure clarity, this matter is far from closed, and I have reiterated my concerns from April 29th below for your proper review and response.
  
  From April 29, 2025
  
  Thank you for your reply. However, your response is unacceptable and does not resolve the matter appropriately.
  
  I am not disputing that the manufacturers one year warranty has expired. My complaint is based on the repeated and explicit assurances made by your sales representative, *** *****, at the time of purchase, that I was purchasing a five-year warranty covering everything, with no mention of limitations or exclusions. I relied on those representations when deciding to complete the purchase, and they formed a material part of the transaction. Your response fails to acknowledge this central issue: that your employee misrepresented the scope of the warranty coverage.
  
  Further, I did not receive the actual warranty documents until months after my purchase, leaving me unable to review or question any exclusions that contradicted what your employee promised. As I have communicated to your company multiple times over the past few years, the Furniture Protection Plan provider explicitly stated they do not cover color loss, which directly contradicts the assurances your employee gave me at the time of sale.
  
  The discoloration to the chaise within only *********************************************************************************************************************** excellent condition. A defect that substantially affects the appearance and uniformity of the furniture in such a short time frame is unreasonable and unacceptable for an item of this cost and purported quality.
  

  Additionally, simply stating that the item is discontinued does not absolve Ashley Furniture of responsibility, especially given that I contacted your company about this issue years ago when the product was still available. Nor can Ashley Furniture disclaim liability by shifting all responsibility to the warranty provider when your own employees misrepresentations are at the heart of this complaint.
  
  I am once again requesting that Ashley Furniture immediately replace the defective left chaise or provide a fair and comparable remedy. If Ashley Furniture refuses to correct this issue, I am fully prepared to escalate the matter through all available consumer protection channels.

  I expect a meaningful response that directly addresses the concerns I have raised, not a form letter dismissing the issue. I do not consider this matter resolved and reserve the right to pursue it further until a satisfactory resolution is reached. My concerns remain active, and I expect continued engagement until the issue has been fully addressed
  
  Regards, ******* ********
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 05/15/2025

  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 have reviewed this matter and have determined that the concern isn't considered a manufacturer defect.  This item is also out of the one-year manufacturer warranty and is also discontinued.  Ashley does not determine the outcome of a claim made through the Furniture Protection Plan.  All correspondence would need to be sent to the furniture protection plan if you're not okay with their decision.  I apologize for any inconvenience this may have caused. We do consider this matter closed.
  Regards, Ashley Furniture **************** Corporate Office **

  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.
  
  Ashley Furniture Corporate,
  
  This is now my fourth attempt to engage Ashley Furniture in a meaningful resolution of this issue. Your repeated use of the same generic response, copied word for word each time, reflects a clear refusal to address the actual substance of my complaint. These are the same patterns of avoidance I experienced when I initially raised this issue directly with your company, well before involving the Better Business Bureau.This ongoing conduct raises serious concerns about whether Ashley Furniture is intentionally avoiding accountability for misrepresentations made at the point of sale. This behavior is unprofessional, unacceptable, and constitutes a violation of California consumer protection law.
  Ashley Furnitures continued use of boilerplate messaging and its blanket declaration that the matter is closed demonstrates an unwillingness to engage in good faith, even through this BBB resolution process. Let me be clear: this matter is not closed.
  
  To reiterate once again, since the specific details Ive raised continue to be ignored:
  
  Message from 5/8/2025: (restated):
  
  Ashley Furniture,
  
  Thank you for your continued communication. However, your recent response is identical to your previous one, indicating that my concerns have not been thoroughly reviewed or understood. I am unclear whether this is due to a lack of attention to detail, a lack of care from your customer representatives, or if automated responses are being issued without adequately addressing the specific issues I have raised. To ensure clarity, this matter is far from closed, and I have reiterated my concerns from April 29th below for your proper review and response.
  
  
  Message from 4/29/2025 (restated):
  
  Thank you for your reply. However, your response is unacceptable and does not resolve the matter appropriately.
  
  I am not disputing that the manufacturers one year warranty has expired. My complaint is based on the repeated and explicit assurances made by your sales representative, *** *****, at the time of purchase, that I was purchasing a five-year warranty covering everything, with no mention of limitations or exclusions. I relied on those representations when deciding to complete the purchase, and they formed a material part of the transaction. Your response fails to acknowledge this central issue: that your employee misrepresented the scope of the warranty coverage.
  
  Further, I did not receive the actual warranty documents until months after my purchase, leaving me unable to review or question any exclusions that contradicted what your employee promised. As I have communicated to your company multiple times over the past few years, the Furniture Protection Plan provider explicitly stated they do not cover color loss, which directly contradicts the assurances your employee gave me at the time of sale.
  
  The discoloration to the chaise within only *********************************************************************************************************************** excellent condition. A defect that substantially affects the appearance and uniformity of the furniture in such a short time frame is unreasonable and unacceptable for an item of this cost and purported quality.
  
  Additionally, simply stating that the item is discontinued does not absolve Ashley Furniture of responsibility, especially given that I contacted your company about this issue years ago when the product was still available. Nor can Ashley Furniture disclaim liability by shifting all responsibility to the warranty provider when your own employees misrepresentations are at the heart of this complaint.
  
  I am once again requesting that Ashley Furniture immediately replace the defective left chaise or provide a fair and comparable remedy. If Ashley Furniture refuses to correct this issue, I am fully prepared to escalate the matter through all available consumer protection channels.
  
  I expect a meaningful response that directly addresses the concerns I have raised, not a form letter dismissing the issue. I do not consider this matter resolved and reserve the right to pursue it further until a satisfactory resolution is reached. My concerns remain active, and I expect continued engagement until the issue has been fully addressed
  
  
  
  Given the complete lack of meaningful engagement thus far, I respectfully request that the Better Business Bureau formally intervene and require Ashley Furniture to directly respond to the central issue of sales misrepresentation.
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 05/27/2025

  Tell us why here...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 have reviewed this matter and have determined that the concern isn't considered a manufacturer defect.  This item is also out of the one-year manufacturer warranty and is also discontinued.  Ashley does not determine the outcome of a claim made through the Furniture Protection Plan.  All correspondence would need to be sent to the furniture protection plan if you're not okay with their decision.  I apologize for any inconvenience this may have caused. We do consider this matter closed at this time and cannot offer any assistance with this matter.
  Regards, Ashley Furniture **************** Corporate Office SR
  
  
  

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:04/11/2025

  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.

  I purchased a mattress and paid 1700 dollars for it . The mattress turns out to be super cheap , I put a warm sheet on it that came out the dryer right after I bought it and the top of the entire mattress melted and mold its self into the sheet. I had to cut and rip my sheet off the mattress. I dont know what type of material this is but it also burned my back as well when I had a hearing pad on me the mattress turned into liquid and burned my back . I had Ashley *** come look at it and they agreed that the mattress is faulty . Yet they never did anything to compensate me . They said they will take the mattress to fix the liqud material, I dont agree because I dont even want this mattress at all , I want to be reimbursed for it . I have a warranty on this and they refuse to reach back out all because I want to be credited for what they sold me . I could easily file a law suit because I burned my back on the liquified substance from that mattress . I dont know what type of material this is but its insane !

  

  Business Response

  Date: 04/15/2025

  Thank you for bringing your mattress concerns to our attention at Ashley Furniture **************** We have carefully reviewed your claim and all associated documentation.
  After thorough evaluation of the reported issues, we regret to inform you that we are unable to approve your claim at this time. This decision was made based on our assessment of the specific concerns you described regarding the mattress.
  While we strive to ensure customer satisfaction in all instances, there are occasions when we must adhere to our established policies and quality standards guidelines.
  

  Customer Answer

  Date: 04/15/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/08/2025

  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.

  On March 28th I had a couch delivered that I had purchased online. When the couch arrived, I noticed it did not look like the pictures, two different materials. and the color was not as described. On March 29th I called to start the return process. The *** said I would be getting an e-mail in ***** hours. I did not receive the e-mail by Tuesday, so I called and was told they did not have an update, and I could call tomorrow. I called Wed April 2nd NO UPDATE, NO EMAIL Thursday April 3rd and again NO UPDATE AND NO E-MAIL on April 4th I called again and it was not until then that I was told it was on hold because I did not summit pictures of the item, how would I summit pictures if I never got the e-mail but okay. They told me the claims department did not work weekends, and I would need to call back Tuesday. Today Tuesday April 8th I called again and Suprise no update. I am absolutely fed up at this point and asked to speak with a manager who said she would get the process STARTED!! When I called on the 28th they did NOT put the request in?? This is the WORST return process I have ever delt with!!

  

  Business Response

  Date: 04/09/2025

  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, the furniture is scheduled for pickup on 4/11/2025.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  Date:04/06/2025

  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.

  Who:Ashley Furniture: The company is responsible for delivering twice a damaged and used dining room set. It looked like a showroom sample. I purchased the dining set in person at store and paid for a Brand New one. What:Product: I ordered a brand new dining room set for 4 on Feb. 26, 2025 from Ashley Furniture. I paid $606.35. Issue: The dining room set delivered was not new, it was used, and it was dirty.When:Date of Purchase: February 26, 2025 in store with ***** ********. However, the issue is with ************* and the warehouse in *********. Date of First Delivery: March 4, 2025 Date of Second Delivery: March 29, 2025 was an exchange delivery for brand new set. The second set again was not brand new and used and dirty..Where:Location of Delivery: The dining room set was delivered to your home *********************************************** Where the Issue Was Noticed: The issue with the dirty and used set was first noticed upon arrival at your home. How:Order Process: I placed an order in store for a brand-new dining room set, expecting to receive a pristine, unused ************ Process: The dining room set was delivered TWICE, and both times it was filthy and appeared used. Ashley Furniture is pretending to sell brand new furniture than scamming customers by delivery USED and dirty items.

  

  Business Response

  Date: 04/08/2025

  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 consumer is currently with the dispute department as a chargeback was filed. The furniture is scheduled to be removed from the guests home on 4-09-2025.
  
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/09/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ****** ******

  ****** Furniture has proven to be unethical, unprofessional and untrustworthy.  The knowingly and with intent to scam a consumer (me) delivered two dining room sets that were used.  This has been going on a month long.  The 2nd set was just picked up today. I'm without a dining set until Ashley Furniture credits BACK my acct however, they're advising it will take 45 days. Outrageous.  I should be compensated for what I have had to endure.  Selling used furniture as new is a deceptive practice that violates consumer protection laws, potentially leading to fines and legal action.   

   

   

  

  Business Response

  Date: 04/15/2025

  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 consumer is currently with the dispute department as a chargeback was filed. 
  
  Regards, Ashley Furniture ***************. Corporate Office **

• Initial Complaint

  Date:04/02/2025

  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 have purchased furniture from Ashley , and spent over 3k however I had an issue with the couch it was broken from the back of it and its dangerous however when I called Ashley to address the situation it took them a while to send me a technician to take a look at it .. finally back in December a technician came and took a look at it and he said oh this is not repairable I will file my report and we will send you a new one and to make it up we will do upholstery to your couches ,Over 30 days passed havent heard from anyone . So I called them to follow up they told me they have 0 claims and 0 report and advised me to call the warranty company gps I called gps and they claimed they dont have any claims from Ashley and to call Ashley back forth between the both with my issue not being resolved or handled called them over 5 times And today after 90 days my situation not handled finally got a hold of a manger where she says that the technician input in the report that it was mis use by us thats why they wont repair it or fix when in the first place he told us they will send us a new one because its manufacture fault ! Over 90 days havent heard anything from anyway And my situation is not handled !! On top of that she re suggest to call gps again and I did and they said they cant do anything because the issue show it was reported back in 2022 when its not!!!!

  

  Business Response

  Date: 04/08/2025

  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, based on the damages that the professional service technician found during the inspection Ashley's furniture does not cover the damages. We are reaching out to the ****************** for a second opinion and will reach out to the customer.
  Regards, ********************************************* **************** Corporate Office **

  Customer Answer

  Date: 04/16/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/01/2025

  Type:Delivery 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 went into store and had an EXCELLENT experience. My platform bed was due to be delivered March 3/8/2025 upon arrival some of the parts were missing and incorrect sizing. The delivery man was amazing are saw the bed railing size was a queen but should have been a California king, he immediately contacted dispatch to fix it. Dispatched informed me not to worry and they would fix it, weeks went by without communication from dispatch and I called ***eatedly. The delivery informed me with a another delivery date after several weeks of calling them, which was 3/29/2025 between 9:45am-1:45pm. ***** SHOWED UP or CALLED to say they would show up!I reached out to the live chat and the *** said my account had a notation that said something to the effect of ship ASAP!I immediately drove down to the store located at ***********, ** and spoke with ****** who was speaking with another customer about a delivery issue. ****** did a great job addressing my issue and credited me my delivery fee and also scheduled my bed railing for April 1 instead of April 7th. Again, ***** SHOWED UP or CALLED!When I called the warehouse they said they don't have my railing going out and have my platform set for shipping for April 15.I am missing ALOT of my PIECES and my RAILING, This BETTER GET RESOLVED QUICKLY!!!!!!Everyone who comes to my home and looks in my bedroom, I tell them "THAT IS THE UNFINISHED DELIVERY FROM ASHLEY FURNITURE PURCHASE I MADE IN FEB!'' They are shocked and Alot of them ask me to keep them posted because they say they may not purchase from Ashley Furniture if they treat their customers. I am also considering contacting my local news about this experience. I also DEVASTATED and DISTRACT!!!!!!!!!!!!!!!

  

  Business Response

  Date: 04/08/2025

  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 about the delay that the guest is experiencing. I will be reaching out to the inventory control department to determine if we can improve the dates on the items.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/08/2025

  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 originally made this purchase in February and this bed will not be here completed until mid April. A customer should be told its on back order or not available at the Point Of Sale!

  This is shocking of Ashley Furniture reputation!!

  Im not just missing rails Im missing a platform 

  Regards,
  
  ***** ****

  

  Business Response

  Date: 04/09/2025

  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 about the delay that you are experiencing. After consulting with our Inventory Control team, we have confirmed that your furniture is currently not in stock at our distribution centers. We understand how disappointing this situation is, and we want to assure you that we are actively working with our manufacturing facilities to expedite production.
  Our supply chain team is closely monitoring this situation, and we will update you as soon as we have a confirmed timeline for availability. We recognize that this delay impacts your plans and apologize for any inconvenience this may cause.
  To demonstrate our commitment to your satisfaction, we would be happy to discuss alternative options or provide you with updates on incoming inventory. Please know that we value you as our customer and are committed to resolving this situation.
  If you would like to explore other similar products that are currently available or discuss any concerns, please don't hesitate to reach out to our customer care team.
  Thank you for your patience and understanding during this time.
  Regards, Ashley Furniture **************** Corporate Office SR

  Customer Answer

  Date: 04/09/2025

  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 have paid over $3000 for a paid and I want the product. I was notified by customer care that it was pushed out to be delivered April 24th. 
  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 04/15/2025

  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 about the delay that the guest is experiencing. I will be reaching out to the inventory control department to determine if we can improve the dates on the items.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer Answer

  Date: 04/15/2025

  [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. 
  

  Ashley Furniture advised that they would opt for better dates to deliver the remainder of my date. Currently, I have been informed that my complete bed will be delivered on April 24th and I am still waiting for a credit for my delivery including a courtesy credit for this delivery disaster.
  
  Regards,
  
  ***** ****

  
  

  Customer Answer

  Date: 04/25/2025

  I received ANOTHE* call from Ashley Furniture that the product will be in the warehouse until May. This is horrible and as you can see by the receipt this purchase was completed 2/22/2025, I was never informed this item was on backorder or I would have went to your competitor. I would like to cancel this shipment and I will be going to your competitor, I want a refund the remainder of the items as follows: Storage Bed $1079.99 (Never *eceived) *ails $200.00 (Never *eceived) PickUp Warehouse $94.50 (Never *eceived) Delivery Tax $144.85 (Never *eceived) * Slats $899.99 (*equesting a billing adjustment credit) I am requesting the * Slats charge to be issued back to due as a credit due to the HO**IBLE EXPE*IENCE I am ready to go to my local newspaper with this C*AZY experience

  

  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, the consumer was refunded on 4/25/2025 for the canceled order. We are extremely sorry for the delay and the cancellation. 
  Regards, Ashley Furniture ****************Corporate Office SR
  

  Customer Answer

  Date: 05/02/2025

  [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,
  
  ***** ****