Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  11/30/2024, $2,440.19. I purchased two couches and a dining room table set. I had an original delivery date of 1/6/25. On 1/5 my delivery was confirmed minus the couches and an updated delivery date was provided for 1/23/25. I called to verify delivery 1/22, and was informed it was further delayed to Feb 17th. I proceeded to go into the store to discuss the order further and was told to contact customer service and my date would now be Mar 20th. I have called customer service and was told I have to contact the local store. This has been a constant game of hot potato with no ownership of resolving the issue. I definitely did not have these issues when it came to collecting a payment.

  

  Business response

  02/02/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are sorry to hear about the extended delay that is causing the furniture to be delivered at a later date. We are working with our inventory department to verify if we are able to improve the delivery date for sooner and we will communicate the changes directly with the guest.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer response

  02/02/2025

  [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.  However, I would like to actually receive a call whether the response is positive or negative for expediting the shipment.
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased (3) sofas from Ashley furniture on line in august of 2021. I provided my credit card for payment and the order was processed. On October 10, ******************************************************************** Ashley delivered our (3) sofas the same day. Upon arrival. The men delivering our Sofas removed the protective plastic outside instead of removing it once inside and when they moved the sofas inside, they got red paint on our newly purchased sofas. I paid for the sofas to be assembled and they did not assemble our sofas because they stated they had no tools to do so. The delivery men just dropped our sofas upside down in our living room, along with the sofa cushions and pillows and left. I never saw or signed a bill or anything. My credit card was charged that same day for $2,263. I filed a complaint with Ashley furnitures complaint department immediately. I never received a response back. A day or so later my credit card was credited back the total amount of my damaged sofas. I never heard anything else from Ashley until I received a notification from a collection agency on January 21, 2025. This is 3 1/2 years later stating I was in default. Ashley NEVER sent me a letter, email, text call or anything regarding this. They simply secretly sent it to collections after THEY received payment from me and THEY refunded the payment back. I contacted customer service to no avail and they offered me a $25 credit with zero answer to what was going on. I emailed the Ashley furniture CEO and I am now contacting the BBB for the unprofessional, rude, dishonest and disrespectful service that Ashley furniture provides. I paid and they refunded my payment in 2021 and they sent a collection agency letter on Jan 21, 2025. Again, 3 1/2 years later stating. I should not be charged for anything and this should be immediately removed from a credit collection agency. I am a 100% disabled combat veteran with limited means. Im so disgusted .

  

  Business response

  01/29/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the customer is currently working with a specialist in the corporate department regarding this complaint thank you for bringing this matter to our attention.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased the ************************* recline sofa (*************************************************************************************) and loveseat (******************************************************************************************************) on 6/3/2021 from ********** Furniture in *********** (****************************************************************************, ph: **************). On June 7, 2023, Ashley Furniture issued a recall relating to potential fire hazard in the cupholder LED, but at the time our items were not having any issues. At the start of 2024, the cupholder LED on the sofa began flashing even when it was supposed to be off, but we could not find the serial number to register the product. We contacted Ashley on 2/19/24 by phone to request repairs, Confirmation #ACB570B2CE. After hearing nothing further from the company, and after contacting ********** and being told that they could only assist after hearing via email from Ashley, we were later able to locate the serial numbers and registered both couch and loveseat for recall repair via the recall website (******************************************************) on May 28th, 2024. We have contacted the recall phone line approximately 6 times since then. We were told that our case was being "escalated", and that normal time for escalation is after no correspondence from the company for 4 weeks, which has elapsed 8 times over at this time. Most recently on 1/3/25, I was told explicitly that there was nobody else I could speak to and no further action to take, but we have heard nothing whatsoever from Ashley about either the phone confirmation number or online registration - nothing via phone, email or mail - about scheduling repairs. Further follow-up with ********** and our local Ashley store has also been unsuccessful. During the entire duration of this process the couch and loveseat have been unplugged and nonfunctional.

  

  Business response

  01/28/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate you sharing your concerns with us. Your situation is important, and we will take the necessary steps to address it promptly. Our *************************** will be in touch with you, as the furniture was purchased from a wholesale location. Thank you for bringing this to our attention.
  Best regards,
  Ashley Furniture Industries, Inc.
  Corporate Office SR
  
  
  
  

  Customer response

  01/30/2025

  [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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed order for two sleeper sofas in May of 2024. Had significant issues in getting the one of the two sofas delivered. After scheduling delivery multiple times with nobody showing up, Ashley informed us that the item was on back order.Once the item was finally back in stock and delivered. We found out it was broken and caused significant damage to our carpet, when opening the sleeper sofa. We now have a huge rip in our carpet, all the way to the sub floor, which cannot easily be repaired - the carpet in the entire room will need to be replaced. We filed two claims with Ashley in mid-November. One to repair the broken sofa and the other to address the property damaged. Ashley finally repaired the sofa today and are attempting to deny the claim on the property damage. They are saying we signed a damage waiver, but cannot produce any copy of the signed damaged waiver. The customer experience with ********************** has been the absolute worst experience I've had dealing with any company. Order # ************ Claim 1: SO13899 Claim 2: ****** My desired settlement would be for Ashley to write a check for the amount it costs me to replace the carpet their product has damaged.

  

  Business response

  01/28/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we have forwarded over this information to our franchise location in ******** to assist with this claim .
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  01/20/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company has the worst customer service ever. Ordered 7K couch in November and still waiting for the piece that was damaged. The total run around on delivery date (They cancelled 3 times now) and then when you call ............good Luck. You can only speak with the Philippines, I will never buy anything from Ashley EVER EVER again. Once you leave store they don't give a blank about you.

  

  Business response

  01/28/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ********************************************************* Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PLACED FEBRUARY 7, 2024 Fulfilled By: ASHLEY GLOBAL RETAIL ***************** King ***************** Ashley Furniture regarding the purchase of a ***************** King **** The bed became damaged just 11 months after purchase. Ashley Furniture has refused to honor their warranty.Details:I purchased the ***************** King *** from Ashley Furniture online. 11 months later, we noticed that the bed had become wobbly. I found large gashes on some bed legs, and some of the screws attaching the legs to the frame too.I contacted Purple directly for assistance, they instructed us to reach out to Ashley Furniture. I submitted a warranty claim via Ashley's online chat system, and were told that someone would contact us within 3-5 business days.While waiting for a reply, the bed became even more unstable. We flipped the frame over. At that point, we discovered that the frame was slightly bent.After receiving a reply from Ashley Furniture, we were told that their warranty was only valid for 30 days. This contradicts the information listed on Ashley Furniture's website, where the foundation warranty is stated to be a 10-year limited warranty. Additionally, Purple, the manufacturer of the bed, provides a 10-year warranty on their foundations.I replied to Ashley Furniture but I never received a response. We had no choice but to disassemble the bed and purchase a new foundation, as we could not sleep on the floor with our mattress.Resolution Sought:I am requesting a full refund for the ***************** King *** as we were unable to use the bed due to its damage and instability. Since we had to purchase a new foundation to replace the defective one, I am requesting a refund for the full amount we spent on the original foundation. If a refund is not possible, I am requesting a replacement bed frame as a satisfactory resolution. I believe I am entitled to either a refund or a replacement, as the product was clearly defective within the warranty period.

  

  Business response

  01/27/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the consumer to discuss this claim.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Store: ************************************* Spoke with sales manager ***** on 1/18/25. I made a large purchase on 1/4/25 of several items. The majority of the items are unacceptable. Dining room side chairs: Received 3 out of 4. 2 of them are extremely wobbly and dangerous to use. 1 of them could not be assembled due to a defect in where the holes are located (per the delivery team). The 4th chair I never even received. Dining room table: I was told the only one they have in the warehouse is damaged. They do not know when they will have another one. XL TV stand: Decent sized chip on the side. Dresser: Multiple scratches, uneven assembly at the top. Occasional table set: One of the end tables is very damaged, middle shelf cannot be attached.I spoke with the sales manager above. I showed him pictures of everything. He stated he could not refund the products and would send out a technician in several weeks. I never even received the table, yet he could not refund it. The damaged chairs are sitting in my apartment taking up space for no reason, yet he could not refund those either. The TV stand and dresser I would have been OK with a price reduction because the damage was only cosmetic, yet he cannot do that either. To add insult to injury, the boxes were left here and not taken out by delivery team. He was extremely rude and aggressive with my wife and I. He said "do whatever you want, I don't care, I'm just filling in and this isn't my job to fix." He suggested I dispute the charge with my credit card company. I have never had a worse experience with a company in my life. I've made many Ashley purchases in the past and am now being treated like I am worthless.

  

  Business response

  01/22/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the consumer has filed a chargeback against Ashley's furniture and a specialist from the disputes department has reached out to the consumer today to address the chargeback.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a bedroom suite from Ashley, when delivered it was damaged and unrepairable according to their technician, but they are not wanting to pick it up and refund, only wants to replace it.

  

  Business response

  01/22/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, Ashley's furniture returns department approved a return on the bedroom set and scheduled the pickup date for 1/28/2025. We are sorry that the furniture was delivered defective and hope the customer will give ******************** another opportunity to meet their furnishing needs in the future.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer response

  01/23/2025

  [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

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted claims **** on 5 separate occasions they sent out tech, chair needs to be reuphostered, when I call ************ they keep telling me they need approval, I paid 500. For warranty, they are not honoring it. This has been over 5 months and still waiting on part and repair tech.

  

  Business response

  01/27/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns,the one year manufacturing warranty expired in 2023. Based on what the customer is reporting we so strongly request that they contact the furniture protection plan as Ashley's furniture will not be able to assist.
  
  
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  01/10/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a couch in 2022. I added a protection plan. The protection plan is a scam. Every time I try to get a service call, I am ignored

  

  Business response

  01/16/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you bringing your concerns to our attention. Your satisfaction is important to us, and we will take the necessary steps to address the matter promptly. After reviewing your concerns, a refund for the furniture protection plan has been processed. We apologize for any issues the consumer experienced with the protection plan.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

*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. ↩