Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband James Scott and I ordered a full-size sleigh bed and a dresser from Ashley Furniture in Savannah, GA on December 27, 2024. We were told that the bed would take 4 weeks to deliver so that was not an issue. We received a message on 12/30/2024 stating that the bed and dresser would be delivered on Friday, 1/3/2025. I received the delivery from the third-party company with no issues on their behalf, however the slats for the sleigh bed were not measured properly and did not fit the dimensions of the frame. I contacted the warehouse to notify them of this issue to which they informed me that another technician could not deliver the correctly-measured slats until a week later on Friday, 1/10/2025. I stated to the warehouse representative that this was unacceptable as it would place my daughter out of her bed for an additional week and offered to pick up the replacement slats. My husband picked up the replacement slats on 1/4/2025 upon which we found out these were still not the right slats for the bed. There are missing screws, the stability posts do not touch the ground, and the boards are thin and weak. I am overly frustrated that this item does not meet the criteria for which we paid for. I am also without a bed for my daughter because I had to get rid of her original bed to make room for this replacement 3 weeks ahead of schedule without all of the correct parts. I am seeking a full reimbursement for this bed as my husband has now had to manually create slats to fit the bed and ensure the mattress is stable and won't fall through the frame. I was unable to locate any dispute resolution process on the website, only a clause as to how it is handled. If necessary, I am willing to serve the corporate office with a small claims case for this matter. I find this situation highly inconvenient, especially for the amount of money that was paid for this item. I am open to being contacted. I seek resolution in this case within the next 7-10 days.

  Business response

  01/10/2025

  Good evening. A member of our Corporate team spoke with Mrs. J****** on 01/09 to discuss their delivery experience. We are apologetic their experience did not meet our standard and offered a loaner foundation until their replacement order ships. Mrs. J****** refused the loaner option, opting to wait on their replacement part with compensation for the inconvenience. We will reconnect with Mrs. J****** later this week with an update on their account replacement order. 

  Customer response

  01/13/2025

  I am rejecting this response because:

  There is no other option to indicate that this issue is still pending resolution. As the Ashley Home Furniture response indicates, I am waiting for the delivery of a replacement set to ensure the accurate pieces are delivered at one time. I cannot close the case and determine if the resolution is satisfactory until the delivery takes place.

  I appreciate the response from the corporate office and will update this case after satisfactory delivery of the replacement set.

  Sincerely,
  Monisha J******

  Business response

  01/14/2025

  Good morning. We understand Mrs. J******'s position and have connected with our partners at Ashley Furniture Industries to request her order is shipped to our warehouse as soon as possible. This is not a guarantee, but simply a request based on AFI's current stock and availability. Once we are updated with an estimated load date, we will reconnect with Mrs. J****** and provide the latest date given to us.  

  Customer response

  01/18/2025

  I am rejecting this response because:

  Just updating the complaint to indicate that I am still awaiting delivery of the replacement items. An Ashley Hoem Furniture representative contacted me to inform me of a pending delivery and that the warehouse would coordinate the delivery time upon receiving the items. I have not received a call from the warehouse to schedule delivery as of today, January 18, 2025. Those are all the updates I have for now. Any further responses will continue to be rejected until I confirm accurate delivery of the replacement parts. 

  Sincerely,
  Monisha J******

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a sectional for 2256.93 on 6/12/2024. By June 20th the cushions were splitting in the seam lines. Tearing apart. I was in contact with Ashley customer service, Reggie. He ordered 2 new cushions, by the time they were shipped there were more cushions splitting. It was determined it would make more sense to replace the defective sectional and ottoman. The new sectional was delivered August 23rd. Within 2 months the couch is splitting at the seam lines just like the first one did. In fact it’s worse this time. I contacted Reggie again with customer service and asked for a supervisor, she just messaged me yesterday. She determined that this is not a defect, rather normal wear and tear, I am unsure what normal wear and tear ends up with sofa cushions and ottomans splitting open at the seams TWICE!!! There is obviously a defect in the material, or something, I work 12-14 hours a day at my salon, I may sit on my couch an hour or two each day, 2 months is the best it can hold up?

  Business response

  11/12/2024

  Good morning.

  
  The customer is in contact with a Lead in our Corporate Office to resolve this matter. As explained to the guest, seam slippage may occur over time with normal use. Fortunately, this is covered under their 1-year manufacturer's warranty with factory parts and a Certified Technician reupholstering the affected pieces in their home. The customer refused our resolution and opted for a full refund on their order. Although our store policy notes all sales are final, we empathize with the guest concern and will continue working diligently with our partners at Ashley Furniture Industries for alternate options. 

  
  Once an update is available from AFI's Quality team, we will reconnect with the customer and your team with details on how we plan to resolve this matter. 

  
  Thank you, 
  Ashley HomeStore - Goldsboro, NC

  Customer response

  11/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  That is absolutely unacceptable. Seam slippage,  I could understand after six months or after a year but after three weeks, that is poor craftsmanship, it is poor quality and you have absolutely no right to charge people thousands of dollars for garbage. I am self-employed. I am a business owner. I work morning till night. I, on some days, spend 30 minutes to an hour sitting on that couch in a day and there is no valid reason that this thing should be coming apart at the seams with this little bit of use two couches in the matter of six months is poor quality furniture not normal wear and tear. If I have this thing for a year it would look like it came straight from a thrift store. 
  
  Sincerely,
  
  **** *****

  Business response

  11/15/2024

  Thank you for your patience as we worked with Ashley Corporate to address the issue with Mr. *****'s living room purchase. Ashley Corporate confirmed that there are no known quality concerns with this product line. Under normal warranty guidelines, the claim would typically receive replacement parts, and our Certified Technician would reupholster the items to restore them to showroom quality. However, as a gesture of goodwill, the manufacturer has offered a credit toward a new living room group. Mr. ***** confirmed he’ll be visiting the store soon to browse our current selection, and to ensure a smooth experience, we’ve arranged an appointment with our General Manager, who will assist him personally in completing the new purchase. Once the new order arrives, our team will coordinate an exchange by removing the old series out of the home and replacing it with the newer series. 

  Mr. ***** has our Corporate Escalation team's contact to assist with further questions that may arise. 

  Customer response

  12/11/2024

  Ashley Furniture FINALLY after 6 months of fighting has agreed and has issued a refund for the poor quality furniture. Thank you to the BBB for the help as it was only once I contacted BBB that I could get a meaningful response from anyone. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Faulty Recliner and over all the furniture I had spent more than $4000.00 for . Ashley Furniture has poor quality furniture and will not resolve the issue and not take responsibility.

  Business response

  08/27/2024

  Greetings! 

  We are committed to ensuring our customers' satisfaction and have diligently responded to each one of Ms. D****'  by providing factory parts and arranging certified technician services. During our most recent visit at the beginning of this month, despite our efforts to resolve the issue, Ms. D**** opted not to proceed with the offered service and instead requested a replacement order. We processed this replacement, which was successfully exchanged on August 23rd. Regrettably, Ms. D**** mentioned an additional concern which could have been addressed through parts and technician service. In an effort to accommodate her preferences beyond our standard store policy and warranty guidelines, we made an exception and offered the option to select another item of equal or greater value as an in-store credit. Ms. D**** has agreed to this override which was finalized yesterday in our system.

  Customer response

  08/28/2024

  In response to Ashley Furniture they did send out SEVERAL technicians and was not fixed and my refusal on the one technician was because they continued not to be able to fix the problem.  When they sent the 1st replacement it was the same poor quality of furniture it looks as though a 2 year cut the fabric and put the furniture together......then another technician came out at the suggestion of customer service and that technician took pictures and also was unable to fix he also said he could only report or say certain things about the process.  This is NOT customer satisfaction!  Then they sent another replacement and same poor quality which they have pictures of and finally they decided against their policy to offer the replacement of another recliner of my choosing BUT said at first that I had to pay for delivery and warranty.  I then had enough and told them I would like the replacement but not if I had to pay for the delivery or the warranty.  I did get a call yesterday from the customer service granting the wish but in the same voice mail said the Manager said this is normally against their policy.  If customer satisfaction was their goal they need to be sending out quality furniture in the first place.  I have been dealing with this since March and this is wasting my time.  Right now they can come back and pick up the recliner and give me a full refund for that item not credit because I have no intention of going to a store that fabricates the situation to their advantage. If they wanted customer satisfaction instead of constantly making the customer feel like they did something wrong they should be more accommodating and quit saying WELL we will but against our policy.   I financed this furniture and paid it off immediately. Thank You 

  Business response

  08/28/2024

  Our Corporate Escalation Manager, Kirsten, called Ms. D**** to further discuss her experience and provide a resolution on the account. Unfortunately, we did not receive an answer but left a VM and sent an email to follow up. As soon as we connect with Ms. D****, we will provide another update on this matter. 

  Thank you.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Rude company full of liars. They lied to us about the timeframe in which we would be receiving our furniture which was a dealbreaker. So they lied to get us to purchase the couches from them. Then when we called cooperate about it they were extremely rude and tried ti tell us that we were quoted the right amount of time but we just didn’t know how the process worked. So it was our fault. Then when we asked to speak to a supervisor because that didn’t make sense and she was being extremely rude and blaming us for not knowing she said she was the supervisor and there was nobody higher than her that we could speak to. Period. I feel completely duped into buying this furniture from this company and would have bought it from a furniture distributors who had them in stock had I know how shady the Ashley furniture cooperate was.

  Business response

  08/26/2024

  Greetings! We spoke with Ashley and reassured her we are within the quoted timeframe (2-3 weeks from 08/12/24 order date) to receive their order from the manufacturer. We are closely monitoring her order and will keep her informed of any updates or changes as soon as we receive them from the manufacturer. Our guests satisfaction is important to us, and we are here to assist with any further questions or concerns they may have.

  Customer response

  08/26/2024

   I am rejecting this response because: They did not say it would be 2-3 weeks to receive it from the manufacturer. They started I would have my furniture in my home in 2-3 weeks which was a lie to get me to purchase from them. I will NOT have my furniture in 2-3 weeks, I'll have it in 4-5 weeks. They need to be truthful from the START before people actually place their order. While there is not much to be done about it now I want others to be warned they are at best manipulating timelines to get you to purchase and at worst liars about the time lines to get you to purchase in store. Today I did speak to two different reps, one stating it I would be called this week about delivery, one stating it would be next week at best. So I am still left a little confused and have no idea when the couches will arrive. Communication is not Ashley Furniture's strong suit.
  
  Sincerely,
  Ashley E*******

  Business response

  08/27/2024

  Greetings! During our call on yesterday, we reassured Ashley her order is still on track to arrive within the quoted 2-3 week timeframe. We are apologetic for any confusion our previous update caused regarding the estimated ship date, but are happy to have reconnected with Ashley. As promised, we will continue to monitor her order and provide updates as we receive them from of manufacturer.

  Customer response

  08/28/2024

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Even if there was NEVER an apology for lying and there was never any accountability to Ashley Furniture for how customer service treats people. I still believe Ashley Furniture is the used car lot of furniture and will never buy from them again moving forward. I will also be advocating on social media for others to do the same because of how they manipulate facts and blame the customer for not understanding their policies. 
  
  Sincerely,
  Ashley E*******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I’m reaching out to express my deep frustration regarding a purchase we made at Ashley Furniture on June 9th. We bought several pieces, including living room and bedroom set. Since June, our order has been mishandled multiple times. Initially, we received the wrong box springs. Following that, the chest from the bedroom set has been consistently forgotten or delivered damaged. Despite scheduling deliveries weeks in advance, this is now the third attempt, and once again, the chest has arrived damaged. I have text messages documenting each of these failed attempts. It’s now August 2024, and the situation remains unresolved. I’ve even taken time off work to meet the delivery drivers, only to receive last-minute notifications that they won’t arrive because the product is broken. I am beyond frustrated, as we’ve spent a significant amount of money and have received no effective assistance. It’s baffling that the chest has been damaged three times. It raises concerns about whether the same piece is being sent repeatedly. I need this issue resolved immediately. I request the undamaged chest to be delivered promptly and a partial refund for the ongoing inconvenience and time wasted. I’d also like someone from corporate to contact me since the store has done nothing to get this resolved.

  Business response

  08/15/2024

  Hello Team,
  
  Thank you for bringing Mrs. C*****'s concerns to our attention. Unfortunately, we are unable to assist as her purchase was made at the Ashley store in Jacksonville, NC, which is not owned or operated by Broad River Retail. We kindly ask that you forward this concern to the appropriate team.
  We appreciate your understanding.
  Have a great day!
  Best regards,
  Ashley Customer Experience

  Business response

  08/27/2024

  We appreciate Ms. C*****'s patience and understanding as we work to resolve the issue with her Lyncott Five Drawer Chest. After careful review, we found that the initial concern with her chest couldn't be resolved with factory part due to the severity of the crack underneath the chest. To ensure that she receive a product of the highest quality, we inspected the replacement chest thoroughly and found concerns on the back panel, upon discovering the defect, we decided to remove the scheduled delivery from our route. 
  The chest is now back on order with the manufacturer, with a projected arrival date in late October. We understand the frustration of waiting, and we are actively exploring other options to expedite the resolution of your concern. However, we are currently at the mercy of the manufacturer's production timeline. In recognition of the challenges she's experienced, we have monetary compensation pending to be refunded upon the chest's delivery. While this is not the experience we strive to provide, please know that our team has been diligently working to correct the situation. Our guest satisfaction is our top priority, and we appreciate her continued patience as we work to deliver the quality product she deserves.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had nothing but issues with this chair since we purchased it. First it was the feet on the chair. The directions were not clear on how to install the feet. Second there's a tear on the side of the chair The tec came out and install the feet. Waiting to get the tear fix We received the chair the end of February and we could not use the chair for 2 week because of the feet on the chair. This is crazy. Brand new chair and it has to he repair. Never again will I buy anything from Ashley furniture Spent 2,000.00 on a chair that has to be repaired

  Business response

  03/19/2024

  Greetings!

  It is unfortunate our guest's experience has not been to our standard base on this complaint. After reviewing the account, the customer opted for a threshold delivery (items delivered in carton(s) for self-assembly) and had issues removing the shipping feet. As the retailer, we are apologetic the instructions were not useful in aiding with assembly, but want to assure the customer their feedback was sent to the manufacturer's team. As a courtesy, we sent a technician to their home to remove the shipping feet and complete assembly. I've attached the completed service report from our technician and found no other issues reported by the tech or customer after the service call.  

  Business response

  03/19/2024

  We re-connected with the customer today to advise their item will be reordered and upgraded with premium delivery. The upgraded delivery will include pre-delivery inspection and set up in the home. 

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21451074, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Celeste **********

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sectional from Ashley Furniture (4950 Centre Point Dr ste 200, N Charleston, SC 29418). The item was delivered, but it was damaged. The delivery driver advised me that the legs could not be installed. The delivery team also caused damage to my home. I have reached out to the merchant for a resolution, but nobody has been able to assist. I would like a refund for the damaged couch and payment for repairs that will be required to my home.

  Business response

  10/31/2023

  We are sorry for the inconvenience experienced by the issues with the delivery. 
  Regarding the home damage claim, the information has been forwarded to JB HUNT delivery management for a resolution. We apologize for any delay as the consumer was delivered on Saturday 10/28 and our delivery departments are closed every Sunday and Monday and are unable to provide an immediate update to resolve the consumers' concerns.  As outlined in our terms and conditions, we reserve the right to repair or replace the merchandise to showroom quality.  However, we have been in discussion with the consumer for additional options and discussed resolving his concerns in a timely manner. 

  Customer response

  10/31/2023

  I am rejecting this response because:

   I have asked Ashley Furniture to refund me my money for the broken couch. They are welcome to come pick it up. I have not received a refund. I have also not received any info on repairs to my brand new home that they damaged during delivery. No resolution has been reached. 

  Sincerely,
  Blake R********

  Business response

  10/31/2023

  There will be no refund processed until the item is returned to the warehouse in the same condition as delivered to the home on 10/28/2023.  The issue reported on the day of delivery was the inability to screw in 2 of the legs to the sofa (photos attached).  No other issues were reported with the merchandise.  A technician to address this issue is well within the guidelines in the signed Terms and Conditions, however, we have approved a refund upon return.  Once the merchandise is retrieved and inspected by our warehouse, the store will process the refund back to the original form of payment.  The delivery manager has been in contact and advised the consumer of the process to resolve his claim of damage to his home.  He would need to further correspond with that company (JBHUNT) for an expedited resolution.  ASHLEY Customer Care Department has corresponded with the consumer and provided the information needed for a timely resolution.  The only possible issue; the consumer has advised our delivery department that the merchandise has been placed outside his home "on the curb".  If the item is damaged and/or not available for pickup, no refund can be processed by our finance office. 

  Customer response

  11/01/2023

  I am rejecting this response because:
  

  I am still awaiting a refund for the broken couch. I will not be accepting a pickup window unless Ashley Furniture will be compensating me for missed work due to their error.

  I have received no info on the repairs to my brand new home damaged by JB Hunt and Ashley Furniture.

  Sincerely,
  Blake R********

  Customer response

  11/02/2023

  I am rejecting this response because:

  I haven’t received a refund for the damaged couch. Nobody has called me to resolve the issue of the damage caused to my brand new home. I am supposed to be hosting an event here next week. If I do not have a resolution by then I will be renting an event space and billing it to Ashley Furniture along with the hours of time I’m wasting on this issue.

  
  Sincerely,
  Blake R********

  Customer response

  11/02/2023

  This business has not made an effort to refund my money for the damaged item or to fix my home that they damaged. Why is this being closed?

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a $10,000 sectional from the store. Had several delivery issues due to an employee’s error. After those issues were resolved after several phone calls and issues back in November we get a phone call today, January 14th, 2023 where they failed to include the $800 for our extended protection when they finalized everything with financing and they now want to charge us $800 extra dollars months later. We were told we either have to come up with the money or they were cancelling our protection plan and they cancelled it on the spot. This was their error as original paperwork we signed for the protection plan therefore we should not be responsible for yet another error out of this employee and should still have our protection plan. I will NEVER use this company again as this is the second time we’ve purchased furniture here and the second time we have had an issue.

  Business response

  01/17/2023

  The Corporate office spoke with Mr. ****** to explain the extended protection was not billed to his finance contract. Without the coverage added to his contract the protection is currently on the account at no cost. We are very apologetic for the oversight and are working diligently with Mr. ****** to find alternate options. Mr. ****** has been contacted and will allow us time to continue working on his account for an amicable resolution. 

*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. ↩