Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A few hours after the couch was delivered we found it had a loud squeak. The delivery team was quick and we didnt notice it when they were here. I called to report the squeak and was told to send in pictures and a video of the noise. A technican was sent out on 1/9 and said the couch couldnt be fixed. **************** approved a store credit and said I could pick another couch. I have lost confidence in the quality of this couch and feel like a non-recliner will be best. I was told to go to the store in a few days to pick something else. The store couldnt find a store credit so I called the 800 number again and customer service said some paperwork wasnt processed properly and give it a few more days. Then I received another email asking for 360 degree of pictures. I was on vacation so I sent the pictures when I returned on 1/23. On 1/27, I called for an update and was told the store had cancelled my credit and I need to reach the manager ******* *. They were unable to transfer me and when I call directly ************ it diverts back to main customer service. They were unable to connect to the store so I asked to speak to a manager. Now I am told to give them another ***** hours to review the case and that I shouldnt have been told I could pick something else but they would see what can be done and get back to me. We paid for this couch on 11/29/24 and would like this resolved. Right now we are not using the couch because of the noise and not wanting to put wear on the item.

  

  Business response

  02/03/2025

  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 approved for a reselection credit to pick out something different which the customer make use of the credit and the new furniture is scheduled for delivery on 2/8/2025.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer response

  02/06/2025

  [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.  It was difficult and frustrating process which took 30 days, but it is finally resolved. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Loveseat and Queen **** Sleeper on 12/11/2024, at Local Ashley Store, at *********************************************************************** The purchase price of the ****'s was *******. It was scheduled to be deliver on 12/11/24, but later was re-scheduled to 12/21/24. When the sofas were delivered I did not notice the color of the sofa's were not matching. They Queen **** Sleeper has two cushions that are the same color, but one cushion is a lighter beige. The love seat has one side of the sofa light, and the other side darker beige. I called to request that the love seat be exchanged but have not had any response. I was informed they were not sure it could be exchanged because I had 72 hours to call. I did not notice the mistmach color, until I could see on a sunny day, I live by the beach, so it has been very gloomy. I called 01/0725, 01/15/2025, and today 01/22/2025. I had not had any response from them.

  

  Business response

  01/28/2025

  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, Per our records, a service technician inspected the Queen sofa sleeper on 1/9/2025 and determined that the seat cushions were a different shade of gray. Replacement cushion casings for the **** LAF, and *** were ordered and delivered via ***** on 1/15/2025. A specialist has reached out to the guest to schedule a service technician for installation and we are awaiting a response from the guest.
  Regards, Ashley Furniture **************** Corporate Office **

  Customer response

  01/28/2025

  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.

  01/28/2025
  
  I received the cushion casings for the **** Sleeper, but the love seat is a separate issue,and that problem is not fixable, because the back rest is also mismatched.  
  
  To clarify this problem, there are two different problems, not address by Ashley Staff.  
  
  1.  The Queen **** sleeper, had a different shade of gray, in one of the cushions. Technician, came inspected Queen sofa Sleeper, and ordered the replacement casing for the **** Sleeper Cushion, and it has arrived. He asked that I call if I needed assistance in putting the casing on the cushion.  Still unopened in the bag, waiting for an update on the other issue.    
  
  2.  The Love seat has two different shades of gray also, and this is not fixable, because it involves the cushion and the backrest of the sofa.  Case# ******** . The technician, inspected the love seat sofa too, and said that is something that he cannot fix, because the backrest is attached to the sofa, and is not removable.  
  
  I called two different times, to your claims department, had two different claims.  I called two times to get an update, but did not get a response.  There were 2 different Claims one for the Queen sofa Sleeper, and (1) for the Love Seat.  
  

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

  

  Business response

  01/29/2025

  Thank you for contacting Ashley Furniture **************** We appreciate you reaching out and want to assure you that your concerns are being taken seriously. Rest assured, the necessary steps are being taken to address the issue promptly. The guest is currently working with the specialist assigned to their claim to reach a resolution.
  Best regards,
  Ashley Furniture **************** **************** **

  Customer response

  01/31/2025

  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 call from an Ashley Representative on 01/28/25, ******* R/Corporate Solutions Specialist.  She asked that I return the part that was ordered for the sofa, Sofa cushions.  She gave me the option of getting a new living room set, or a store credit.  I asked for a store credit, but let her know, I would go to Ashley Furniture Store to see what the other sofas I like.   I went to Ashley Store in ******, **********, the manager refused to accept the bag, because he said they had no use for it, will throw it in the trash.  They have another sofa at the store, like the one I purchased, it had the same discolorations on the color, one side gray, the other side light grade.  I informed the sales person, to make sure customers are aware that their sofas may have different shades of gray when they get them.  Is not something you can see right away, if you are only paying attention to the sofa itself.  I informed *******, by phone, that they had refused to take the bag with the sofa casings, and asked for her to tell me how to return it, since I could not returned at the store.  I sent an email yesterday, they did not respond to my email, I later call them, again no answer.  Today, I called again, left a message, no response. They have stopped communicating with me. 
  
  Regards,
  
  ********** ******

  

  Business response

  02/03/2025

  Thank you for contacting Ashley Furniture **************** We appreciate your communication regarding this matter. The customer is currently working with a specialist, and a reselection credit has been approved, allowing them to revisit the homestore and choose a different item. Thank you for bringing this to our attention.
  Best regards,
  Ashley Furniture ****************
  Corporate Office **

  Customer response

  02/04/2025

  [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 ********, and find that this resolution is satisfactory to me. Thank you, Better Business Bureau, for your assistance in this matter.  Ashley Furniture Specialist, assisted me, in resolving this problem, I received a reselection credit.  I already purchased another item, at Ashley Furniture store, and is due to be delivered on 02/11/2025.  
  
  Regards,
  
  ********** ******
  

• Initial Complaint

  01/18/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/30/2024, we made a purchase totaling $6,297.83 for couches, a mattress with a frame, 2 pillows, and mattress pad. The delivery was originally promised for 12/19/2024. On 12/9/2024, we received a text confirming the delivery date, but on 12/10/2024, we were informed the couches wouldnt arrive until 12/26/2024. Having already discarded our old furniture, we were disappointed but spoke to a representative who reassured us the couches would be delivered by 12/20/2024. They also promised a $100 credit for the inconvenience, which we have yet to receive.On 12/19/2024, we learned the couches were still back-ordered, prompting a call to the store manager, who offered a credit of $100-$200 if we could wait. However, by this point, we had no couches or bed, leaving us without furniture just before Christmas. The bed, which was delivered on 12/13/2024, arrived with missing assembly instructions. The delivery team set up the bed incorrectly, leaving only one leg installed instead of the three required. This caused the bed to crack and break within days. The broken leg was unsupported, and the screws were improperly placed.We were forced to sleep on the floor as the bed became increasingly unsafe. My wife was told by an employee to come to his house and pick up legs that were the wrong size for the mean time. We tried to fix it by adding the missing legs, but the screws were faulty, making it impossible to secure them. After contacting the store, they apologized and agreed to order replacement parts. A technician was supposed to come out, but we yet to hear from them. The resolution process has been slow, and the bed remains unusable. We requested a refund and for them to pick up the bed, as the situation has become unmanageable.What we want is a FULL refund even the promotional fee refunded. They can come pick up bed, mattress cover and 2 pillows. This was financed and we had to make our first payment. Which wasnt fair knowing bed is not fixed.

  

  Business response

  01/23/2025

  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 will be reaching out to the consumer today to discuss the claim and works a resolution.
  Regards, Ashley Furniture **************** Corporate Office **

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction:10/23/24 Amount paid to business: $7,471.08 Business committed to me: I could exchange mattress after 30 days. I expressed health concerns on prior back injuries and I am still uncomfortable with mattress. A technician would fix all issues with my couch and dresser, if the result were that it could not be fixed: they would replace/refund.Multiple attempts to speak to and meet with store manager on site. No success.

  

  Business response

  01/21/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the consumer to work towards a resolution thank you for bringing this matter to our attention.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer response

  01/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased sofa (along with 5 year protection plan $299.99) and dining table set at ***********, ********** location. Received delivery of 2 sofas, chair, ottoman on 10/5/2024. Noticed seat cushions started to have fuzzy ***** excessively after couple weeks of usage. Contacted Ashley Furniture customer service on 11/29/2024 and was offered replacement of seat cushion covers, technician acknowledged material was inferior & has received other customer complaints regarding this particular sofa. Our sofa set looks extremely worn on the surface and did not seem it went through proper quality control. After another month, the same issue happened, 2nd tech apt was scheduled in early Jan 2025 and was advised to use fabric ****** to take off the fuzz *****. I reached out to customer service again & on 1/9/2025, anther tech visit took place to offer a 2nd opinion of the complaint. Received email on 1/16/2025 informing me that "items have been determined to be up to manufacturing standards, due to the items not having any defect our policy states they will not be eligible for return, reselection, or exchange."I'm very unhappy & disappointed with the quality of the sofa set, since I have had it less than 3 months and have already gone through 2 sets of cushion covers. I'm requesting to exchange our sofa set with a different material. Replacing the covers monthly is not a viable solution. We would Corporate to take action and stand behind the quality of their products. I have done my part and contacted customer service & go through the property protocols but I do not agree with the decision that was made and would like to be contacted for requested replacement.

  

  Business response

  01/21/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation. Your concerns are important to us, and we are committed to addressing the matter promptly. After reviewing your concerns, a Corporate Solutions Specialist was able to speak with the customer today about their open claim, and a reselection credit has been approved. This will allow the customer to visit the ******************** and select a new item that better suits their needs. We regret that the customer is not satisfied with the current furniture set, but please rest assured that Ashley Furniture takes pride in ensuring our customers' satisfaction. Thank you for giving us the opportunity to resolve this issue.
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a genuine leather power reclining sectional couch along with a $499.00 5 year warranty on Feb 9 2023, delivered on Feb 14, 2023 I was told this warrant covered everything even replacement from a child spilling nail polish, markers etc. The warranty was not physically handed to me, August of 2024 I noticed the couch was peeling, I contacted the warranty company and wad told the only thing not covered was cracking and peeling; genuine leather does not crack and peel. They referred me to Ashley Furniture. When I contacted the store I spoke with *******, ***** and ******, all who responded with the same response as the warranty policy holder. ****** finally said she'd send someone out to evaluate on October 9, 2024, this never happened no one came out it was canceled by someone at Ashley; *******, I think. I purchased what I was told, genuine leather. Genuine leather does not peel and crack. I asked for a refund on the 5 year warranty policy and was denied. This is the second time Ashley Furniture has sold me a extended warranty policy and failed to stand by the policy.Additional reference #HRXSV ******* I tried to file previously but it was sent to *****?

  

  Business response

  01/21/2025

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

  Regards, Ashley Furniture ****************Corporate Office SR

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My elderly mother brought a couch from Ashley Furniture less than a month ago. She decided she wanted to exchange the couch and buy another couch with two chairs.She went to the store and found a new couch, ( for more money) but the store is refusing to take the original couch back and give a refund.I feel this is a horrible way to do business. One would think that when you walk out of the store and your furniture is delivered you would feel good about your purchase. This is not the case.I really hope that you can rectify this matter and take the original couch back.Thank you,Mrs.***** **********

  

  Business response

  01/20/2025

  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

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday Jan 11, 2025 Tempur Pedic Mattress with Base was installed by Ashley (bought from Store) on my Storage Bed. The height is so much that I climb on it with great difficulty. Today Jan 12, 2025 within less than 24 hours I went to the store for Returns and I was told that Mattress and Base cannot be returned. Had I been told that it cannot be returned I would certainly not have bought. I presumed that if I am not happy I have, as a consumer, the right to return an unused product, that too within less than 24 hours. I am stuck with a $6471 product, which is unused. This is very unfair and it amounts to cheating a consumer just because the Store never informed me of the Return Policy and, like any other customer I did not read the Return Policy before buying. I trusted Ashley and presumed that I can return product if I am not happy with it

  

  Business response

  01/20/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be contacting the consumer directly to work towards a resolution. Thank you for bringing this matter to our attention. 
  Regards, Ashley Furniture ****************Corporate Office SR 

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** and I received our couch on December 17, 2024. We noticed that the couch lacked the firmness (main factor that persuaded our decision to purchase the couch) and the fabric behind the couch was a bit loose. We contacted Ashley **************** on 12/18 to ***ort these issues. We were told that a technician would come to our house on 12/21 to assess the couch. On 12/21 we called Ashley customer service at roughly 3pm to ask for the technician's ETA. A *** told us that the tech was not able to come after all. When we asked for the reason, the *** told us that an appt was never scheduled. We then scheduled a SECOND appt for a technician on 12/26. After 3pm on 12/26 we called Ashley's to check on the technician's ETA and once again we were told that there was never an appt made. We were frustrated with this news. We asked for some form of compensation for wasting two of our days and they told us that they would submit a request for approval. We have yet to hear back regarding that matter. We then scheduled a THIRD appt on 1/2. We were told that Ashley's was going to call us roughly an hour before the technician showed up to ensure that we were home. The technician arrived to our house without us having received a call from Ashley's which resulted in us missing him. We were fortunate to have the technician return later on that day. While the technician was in our home, he stated that the purpose of his visit was to ensure that the couch was not lacking firmness due to physical damage. He then mentioned that Ashley Furniture has 3 different distributions throughout **** that manufacture different colored foams in their couches, pink foam being the most dense/firm. We then called Ashley's and requested to have our couch swapped for the pink foam. They told us we would here back from them in ***** hours. It's now been over 8 days and we can't seem to get an answer. We would really like to swap our couch for the same quality couch that we saw at the store.

  

  Business response

  01/20/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns,a specialist will be reaching out to the consumer today to work towards a resolution.  
  Regards, Ashley Furniture ****************Corporate Office **

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My wife and I went to the *********************** in *********, ** on December 8, 2024 and, after a horrific in store experience, made a purchase of a mattress and bed frame. The store split the purchase into 2 transactions - one for the bed frame ($1092.24) and one for the mattress ($4071.04). After dealing with identity theft and deception from the store, I cancelled the order of the bed frame completely. From the mattress order, we also cancelled the "bunkie boards" to allow the mattress to sit on the frame we cancelled and a mattress protector the store added to our order that was never approved or discussed. This left only the mattress and the recycle fee for the mattress to be completed. The mattress was delivered on 12/21/24, and the charge for the mattress (*******) posted to my Synchrony account on 12/23/***** reviewing my ****** Synchrony account, I noticed that the two pending charges from the original order are still showing on my account and holding available credit. After reaching out to synchrony, they stated the charges usually drop off after 48 hours, otherwise the store has to remove the pending charges. This should have been done when the orders were cancelled. Given the extreme incompetence and dishonesty of the Ashley Home Store in ************, it is not surprising that they are still holding these charges as if there are outstanding items in the order. The order is complete and the charge for items received has posted. The pending charges must be removed immediately. Screenshot showing charges attached, taken on 1/9/25.

  

  Business response

  01/20/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are partnering with the Santa *** Homestore to request all records on the consumer's account and will have a a member from the homestore management contact the guest.
  Regards, Ashley Furniture ****************Corporate Office **

  Customer response

  01/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is a form response that provides no resolution or actual action. Ashley has continually promised that a representative will contact me, yet it has been over a month of promises with not ONE attempt to contact me. This is solely an attempt to dismiss a valid complaint regarding their poor service without having to take responsibility for their actions or right their wrongs. 

  As of 1/20/25, my Synchrony Ashley card still shows the two pending charges from 12/8 holding my available credit hostage without any products or orders outstanding. Ashley did not make any attempt to resolve the concern, and instead sent a form response in hopes that will make the complaint disappear. It will not. I will not accept ANY resolution or response that does not address the concern and remove the pending charges.

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

  

  Business response

  01/27/2025

  Thank you for contacting Ashley Furniture **************** We appreciate you sharing your concerns with us. Rest assured, we are committed to addressing the matter swiftly. Upon receiving your concerns, Ashley Furniture will reach out to ************** to cancel the pending authorization. Additionally, ******* is unable to provide Ashley Furniture with any details regarding the open account. The consumer will need to contact them directly, as they are a third-party finance company.
  Regards, Ashley Furniture ****************Corporate Office SR
  

  
  

  

  Business response

  01/28/2025

  Business states they talked with the consumer yesterday, and a resolution has been reached.

  Customer response

  01/31/2025

  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.
  
  While a representative from Ashley furniture did finally reach out to me and state they would reverse the pending charges on my synchrony account, upon checking today (1/31/25), there is still a pending charge of $4071.04 from 12/8 on my account. I have attached the screenshot showing both the pending charge and the posted (actual) charge on my account. Despite being well under my credit limit with the pending charge, my account shows that my available credit is over $400 negative due to this pending charge still on my account. Everything ordered and delivered was included in the pending charge and there are no orders or items outstanding, so the pending charge is just holding credit hostage. Unfortunately, the situation had NOT been resolved, and will not be until Ashley removes the $4071.04 pending charge from 12/8.  
  
  Regards,
  
  ******* ******

  

  Business response

  02/03/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate your communication regarding your situation we are reaching back out to the *********************************** for an update on the pending charge that is showing on the customers account.

  Regards, ********************************************* ****************Corporate Office Sr

  Customer response

  02/03/2025

  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.
  
  While I was hopeful that this would be resolved after the call with the account manager from **********************, they have still failed to remove one of the pending charges for $4071.04, as shown in my prior screen shot. As of 3:15pm on 2/3/25, the pending charge is still on my account. Unfortunately this is not resolved and will not be until Ashley removes the pending charge from my account.
  
  Regards,
  
  ******* ******

  

  Business response

  02/06/2025

  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 homestore canceled all the pending authorizations with ************** on 23/3/2025. Our records does not show any pending charges,  
  Regards, Ashley Furniture ****************Corporate Office SR
  

  Customer response

  02/07/2025

  [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 ********. As of 2/7/25, the pending charges have now been removed, so the concern is now resolved.  
  
  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. ↩