Complaints

• 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

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Tempur pedic adapt mattress on Nov. 5, 2024, for thousands of dollars with a warranty guarantee that I could exchange within ***** days after purchase if I was not satisfied. I don't like the comfort of the mattress. In attempt to get a ***lacement, I called their call center 4-5 times, beginning in November 2024, to advise of the issue but received very little assistance. They claimed to document my call but I have recently found out that that was not the case. During the last call ,on Jan 6, 2025, the Ashley's *** gave me the number to the manufacture and told me to call them for assistance. I called the manufacture and was advised that Ashley's directs customers to them often regarding this issue and that the manufacture cannot assist with a purchase made directly from Ashleys unless it is a defect with the mattress. I have also gone to the store on 3 occasions, with the most recent being Jan. 2, 2025, I have spoken with the managers during each visit and during the last visit, the manager told me that they would need to get approval to honor their own warranty and that they would call me within 24 hours. I have not heard anything to date. I have called their corporate office on Jan 6, 2025 and placed a complaint. I have a corporate case number but still not another response or any answers. I have provided pictures to them as requested but still not response. I have only received the run around regarding this mattress ***lacement.

  

  Business response

  01/16/2025

  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 SR 
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We (me and my wife) purchased a dining table from ******** Ashley ( ***********************************************) on December 15th, with the assurance that it was in stock and would be delivered within a week. However, just before the scheduled delivery, I received an automated call from Ashley pushing the delivery back by a week, citing that two chairs were out of stock. This happened again the second time, and then the third time I received a call from a person who informed me that the dining table was actually out of stock, but the chairs were available. On January 8th, they finally delivered the chairs, but the bench arrived damaged, so we had to return it.I then contacted the Lynnwood store where I made the purchase, hoping to speak with the store manager. However, I was consistently put on hold or told to wait for a callback because the manager was always with another *********** total, after about a month and spending around $2000, weve only received 4 chairs, with no updates on the table or bench. The entire experience has been extremely frustrating, and it feels like the store was fully aware of the logistical challenges when they made the sale but chose not to disclose them. This has left us feeling completely ripped off.

  

  Business response

  01/20/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you reaching out and sharing your concerns. Your satisfaction is important to us, and we will take the appropriate steps to resolve this matter as quickly as possible. We apologize for the delay in delivery, as two of the items were on back order. According to our records, the furniture is scheduled to arrive at our warehouse today, and the delivery is set for 1/23/2025. A specialist will be in touch with you today to discuss this further.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase with Ashley Furniture online on November 23, 2024. The order number is ************. I have tried making complaints to the BBB before, and Ashley seems to think that since my order was online, they can't find the proper place to file a complaint. I will continue to file complaints until someone answers me. Neither Ashley nor the BBB has provided me with the proper way to file a complaint against their online division.Ashley claims to have a return policy, but I found out later that they make it LITERALLY IMPOSSIBLE to return items. I purchased a rug on November 23. It didn't work in my house, so I tried to initiate a return. First they claimed that I had to initiate the return within 72 hours, which I had done. (This is an insanely short window, however.) When I asked them for a return shipping label, they informed me that I was responsible for not only returning the item IN ITS ORIGINAL PACKAGING, but I had to find my own shipping company and figure out my own way to send it back. For one, the item was shipped wrapped tightly in plastic. The ONLY way I could remove it was to cut the plastic. That made it impossible to return in its original packaging. It was also literally impossible to return, because I had to find my own company to ship it back. It would have cost more than the item itself cost to return it.If your return policies make it literally impossible to return an item--or if they make the return so expensive that it isn't worth it--that is a real problem. Ashley is falsely advertising a return policy that does not actually exist. It's the most punitive, impossible system I have ever encountered.

  

  Business response

  01/16/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you sharing your concerns with us. Your satisfaction is important to us, and we will take the necessary steps to address the matter promptly. Upon receiving your concerns, a specialist will reach out to the consumer to assist with the issue they are experiencing. Thank you for bringing this matter to our attention.
  Regards, Ashley Furniture Industries, Inc.Corporate Office SR 

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased on 11/04/2023 a PWR Recliner and a PWR REC Sofa plus the 5 year furniture protection plan that the sales representative insisted on. it was to be delivered on 11/14/2024 and the total cost with delivery was $2878.26. Since the day it was set up we always kept a throw cover on it to protect and keep it clean. On 12/30/2024 we took the throw cover off to wash it and noticed the bottom cushions the seams were coming apart. we also noticed the seams on the head rest were also coming unstitched. I called the Store and was told to go to the warrenty web site and file a claim. i did what was asked of me and provided pictures of the damage, sales receipt and a pic of the tag with the serial number. I had to resend it several times and got a response that it would not be covered. I called Ashley customer care on the Janthe ******** and asked for help. The gentleman said he would provide me a link to send the same information to them. provided pictures of the damage, sales receipt and a pic of the tag with the serial number. I haven't heard back to them. I have reached out to them sevaral times and can not talk to anyone. We were told the warrenty would cover defects 100% be our salesman. That is why we bought the coverage. We are two responsible older adults. the furniture is not abused and lightly used. The furniture is only a year old and should not be coming aprt at the stitches.

  

  Business response

  01/16/2025

  Thank you for reaching out to 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 receiving your concerns, a specialist has contacted the guest and will be reaching out to Ashley's Furniture ****************** for a second opinion on the furniture's condition. The feedback will be shared directly with the customer. We appreciate you bringing this matter to our attention.

  
  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

• Initial Complaint

  01/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase a king bed and two nightstands set on 12/9/24. One of the nightstands was delivered damaged on 12/16 and requested a replacement that same day (reference number ********). Contacted customer service on 5 different occasions, sent in photos of damaged furniture, only to be told to wait another 1-3 business days for an update. Today is 1/10/25, and I still have a broken nightstand that Ashley Furniture is not taking responsibility for.

  

  Business response

  01/15/2025

  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. The replacement for the defective item is scheduled for today, and we apologize for the condition in which the item was delivered.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

  Customer response

  01/15/2025

  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.
  
  I received a new delivery today, 1/15/25, but the replacement that was delivered came damaged - again - and the delivery personnel took it back. So we are back to square one. Still waiting on a delivery of a new nightstand that is in new condition.
  
  Regards,
  
  ******* Pi

  

  Business response

  01/16/2025

  Hello, we are sorry to hear that the item arrived defective we will be reaching out directly to the consumer to assist with rescheduling.

   

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April, I purchased two Ashley Pindall sofas from a now defunct retailer, ********. I have the receipt for those purchases.This week, I noticed defects in three couch cushions across the two couches. One where the seam is coming apart and in two other, the fabric "grain" I pulling up in a string. I contacted Ashley Furniture and they told me since I didn't buy it in one of their stores, they wouldn't honor the warranty. This was in a chat with **** at 3:45pm Central on Friday, December 20th.

  

  Business response

  12/24/2024

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we are committed to taking the necessary steps to address the issue promptly. After reviewing your concerns, we found that the consumer purchased Ashley's furniture merchandise from a wholesale location. We will be reaching out to our internal *************************** to follow up with the consumer regarding the complaint received.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  

  Business response

  01/08/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we are committed to taking the necessary steps to address the issue promptly. After reviewing your concerns, we found that the consumer purchased Ashley's furniture merchandise from a wholesale location. We will be reaching out to our internal *************************** to follow up with the consumer regarding the complaint received.
  Regards, Ashley Furniture Industries, Inc. Corporate Office SR

  Customer response

  01/08/2025

  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.
  
  Until I hear direct from Ashley that they will cover this defect in their workmanship, I cannot accept their initial response at face value.  Therefore, I ask the case to remain open until Ashley contact me and provides a resolution.
  
  Regards,
  
  ******* ******

  

  Business response

  01/09/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we are committed to taking the necessary steps to address the issue promptly. After reviewing your concerns, we found that the consumer purchased Ashley's furniture merchandise from a wholesale location.Ashley's furniture consumer affairs department has received the complaint and will be reaching out directly to the consumer to assist.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer response

  01/10/2025

  [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. 

  Maddie at Ashley Furniture has placed an order for four cushions to replace the defective cushions.  This is a generous and acceptable resolution to my warranty issue.

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

  
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a ottoman pouf that was delivered today from ****, ** to me in ******, **. I called in to return as the color was not as pictured online. I was then informed to return I need pay return shipping to ******! Quotes for this shipping are over 500$! This is ridiculous for something that came to me from 10 mins away from my house and only cost $300. It is feeling a lot like a scam to prevent returns and the shipping exceeds the value of the ottoman.

  

  Business response

  01/07/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you sharing your situation with us. Your concerns are important, and we are committed to taking the necessary steps to address the matter promptly. Upon receiving your concerns, a customer service specialist arranged a courtesy ***** call tag, and the item was removed from the customer's home. A refund has been processed, and we consider this claim to be resolved.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR 

  Customer response

  01/07/2025

  [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

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of purchase 11/30/2024 1st delivery 12/11/2024 received damaged headboard. Took pictures of newly delivered headboard and reported it to Ashley Furniture. Many delays went to Ashley store in ********* GA talked to manager ****** and was able to get scheduled for exchange for 12/26 for replacement headboard on 12/26.On 12/26 delivery team arrived with another damaged headboard I refused it called Ashley Furniture again to request another replacement because I still have the 1st damaged headboard.On 1/3/2024 delivery team arrived with replacement headboard only to say that it was a delivery and not an exchange based on what was entered into the system and they showed me the case was entered as a delivery without picking up the damage goods. 3 failed attempts on receiving furniture that I have purchased. I need help!

  

  Business response

  01/09/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication and value your concerns. Rest assured, we will take the necessary steps to address the matter promptly. A specialist has been assigned to your claim and will be contacting the customer directly to discuss the details. According to our records, the customer is scheduled for delivery on 1/11/2025.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  01/18/2025

  [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

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good afternoon. Below is information I shared with the BBB relative to a 3rd Party vendor that retails products from Ashley Furniture. I am submitting to you to request your assistance in resolving the issue.I purchased furniture and an extended from ****** Budget Furniture Company in 2020. I attempted to use the warranty for the past several years and I haven't received the required repairs to date. The most recent correspondence was back on September 4, 2024. I have been in communication with Ashley ******, ******* Spicer and **** ***** for at least 2 years. ****** sent an employee to my address in ************, ******* to set up movie room chairs. The chairs stopped functioning more than 2 years ago and I immediately reached out. After several back and forth phone calls and emails, I was advised that the chairs had a recall for a potential fire issue. I was advised to contact partytimereclinerecall and if I didn't get the issue resolved to reconnect with Budget Furniture. I followed all of the steps. The last advise I was given is for me to pay to transport the chairs back to ******, ******* or nearby (3 hours away) for them to replace the faulty cup holders. Please help me get the cupholders replaced so that the chairs can be utilized or have Budget Furniture replace the chairs with comparable chairs that do not have the faulty wiring in the cupholders.

  

  Business response

  01/02/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we will take the necessary steps to address the matter promptly. Upon reviewing your concerns, we will reach out to our **************************** as the furniture was purchased from a wholesale location. The guest will be contacted directly regarding the next steps.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer response

  01/04/2025

  [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 ********.  I am going to close this complaint based on the assurance that the company indicated that the matter will be addressed promptly.  
  
  Regards,
  
  ******** ***
  

*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. ↩