Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I went into the Ashley store on December 17th, 2024, and purchased a sectional couch. at this time, I told them I did not feel the configuration was right. The swore to me it was. The couch was delivered on 12/26/2024 and it was the wrong configuration. I received a call at 9:36 am asking how the delivery was. i said at that time the configuration was wrong. the agent created a case and said I would hear from the store withing ***** hours. I myself called the store and was told customer service gets in at 1245 and i will get a call. At 4 pm I had to call and was told they have to get approval from financing to pick up old couch and deliver correct. On December 30th I called customer care and was told I had to wait 72 hours. I called back again 01/01/2024 spoke to a supervisor *** who said she would place an order to go to the store to make sure I have the correct configuration even though it was put in the system. I went to the store the new couch with correct configuration was ordered with delivery set for 01/07/2025. My mom was at my home and called saying they were there to deliver but had no order to pick up old couch. like HOW? I spoke with the supervisor of the warehouse who tried to get approval and could not. i had to leave work because I was so upset. I called customer care they said they had to send an email, and I would get a response in 72 hours. I still have not heard ANYTHING since 12/26/2024. I go to the store. the customer service lady sends a team's message to the warehouse. i wait an hour and finally leave cause no response. She said she would call me she was there until 9pm. NO call made to me. This is the Worst customer service I have ever received in my life. I just want the correct couch, and the old cough picked up ASAP

  

  Business response

  01/09/2025

  Thank you for reaching out to Ashley Furniture **************** We appreciate you bringing your concerns to our attention. Your satisfaction is important to us, and we will take the necessary steps to resolve the matter promptly. We have scheduled the pickup and delivery of the furniture, and a specialist is currently in communication with the guest to provide updates on the status of the order.

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

  Customer response

  01/09/2025

  [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

  01/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two end tables and two lamps from the store on 11-9-24.The salesperson entered my name incorrectly in their system so each time I called Ashley there was confusion about my name.I received the two tables on 11-22-24 but no lamps.On 12-2-24 I recd an email from Ashley saying my order would arrive on 12-6-24.The lamps didnt arrive on 12-6-24 so I called Ashley on 12-7-24 and spoke to *****. He said the lamps hadnt arrived at the warehouse yet but should arrive today The lamps will be shipped ***** and that they would call the day before delivery.On 12-11-24 I returned home to discover a lamp and a rug were on my front porch. I have video of the delivery. I immediately called ***** to say I only received one lamp in addition to the rug which I didnt order.On 12-16-24 I went to the local Ashley store and spoke to the salesman ****** I asked about lamp and to correct my name in their files. He left a note on the computer.On 12-26-24 I called Ashley and spoke to ***** She said their records showed both lamps had been delivered. I explained to her that I only received one lamp as well as a rug I didnt order. She said they would need to reorder the lamp and connected me to the local Ashley store. I spoke to **** at the local store who said they would reorder through ***** and I should get a tracking number in 48 hours.On 1-6-2025 I went to the local Ashley store I spoke to the girl behind the counter as well as the manager. He said they sent an email to Managment requesting authorization to refund one lamp so it can be reordered. He has no idea when that may happen. He reiterated that ***** said they delivered both lamps and suggested someone may have taken it off my porch. I told him I have a video of the delivery and he said it didnt matter.I asked to return the one lamp I received and to get a refund for both lamps and was told they cant do that.

  

  Business response

  01/08/2025

  Thank you for contacting Ashley Furniture **************** We appreciate you sharing your situation with us. Your concerns are important to us, and we will take the necessary steps to address them promptly. Upon reviewing your concerns, the management at the ******* Homestore is currently in communication with the guest and has approved the return of two items that the customer has reported issues with.
  
  Regards, Ashley Furniture ****************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 

  The response indicates they are currently in communication with me. That is not true. They state they have approved the return of the two items I have reported issues with. I only recieved ONE ITEM. The response is vague regarding what the item is and if I will receive a refund for both items, even though I only recieved one.

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

  

  Business response

  01/09/2025

  Hello, our records show that the ******* management team is currently in communication with the guest, and a refund has been approved for the two lamps. We recommend that the consumer allow 3-7 business days for the refund to process and appear on their financial institutions statement.

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

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a sofa and a lounge chair at Thanksgiving along with an extended warrenty. The cost was just under $1000. Delivery was arranged for Saturday 12/21/24. Two days before delivery I got rid of my old sofa and love seat knowing that I will have a deliver by that Saturday. Ashley Furniture called me and said that the delivery will be delayed because my purchase was on back order! Are you kidding me? and it would not be delivered until 1/1/25. So for two weeks I didn't have any furniture and was suppose to entertain for Christmas. So on 1/1/25 I have voice mail at 8am saying that my deliver will be a prtial delivery only the sofa is coming and the lounge chair will not arrive until 1/8! Now this morning 1/3 I have another call saying that the lounge chair will not be delivered unil 1/16. So my question is, *** did I buy in Thanksgiving? Air? I want a full refund for my inconvience and I still want my delivery. That chair was a Christmas present. I think this is Ashley Furnitur MO, this has happened to several customers. All they say is thank you for your patience and is this delivery date ok with me...No it,s not waiting 6 weeks for furniture that didn't exist in the first place.

  

  Business response

  01/08/2025

  Thank you for contacting Ashley Furniture **************** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we will take the necessary steps to address them promptly. Upon receiving your concerns, a specialist has taken ownership of the claim and has reached out directly to the consumer to address the delays and answer any questions. Thank you again for bringing this matter to our attention.

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

• Initial Complaint

  01/02/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: 11/04/2024 I went to Ashley Homestore in ********, ** to look for a new bed as mine was old and I needed a new bed. I have several health problems including a bulging disc in my lower back, sciatic nerve pain, bursitis in my left hip, and frozen shoulder. I needed to get a bed that would support my back and shoulder. I had been doing research and decided to get the Tempur-pedic with an adjustable base. About 2 weeks after delivery, my mattress would hang off the edge of the base and the bar that holds the mattress on the base has put an indention in the mattress. On 12/04/2024, a tech came to look at the bed since we went into the store a few days prior to complain about it. The tech stated it was a Tempur-pedic issue and Tempur-pedic said it is an Ashley issue. On 12/14/2024, I called Ashley **************** and they stated that ********************** was still "investigating" it. I can't return to the bed, and I also cannot be re-adujusting my bed every day to make sure that my mattress is damaged by the bar that holds the mattress on the bed.

  

  Business response

  01/07/2025

  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 directly to the consumer to work towards a resolution.

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

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely disappointed with the service I have received regarding a damaged furniture item delivered to my home. The delivery drivers refused to take the item back the same day, failed to obtain my signature, and directed me to contact the warehouse. I was misinformed about the product by the sales representative at the time of purchase, and since then, I have been given conflicting information by customer service. A case was opened, and I was told to contact the Fremont store, but they were unhelpful, refused to let me speak to a manager, interrupted me, and even implied I was lying, calling the situation weird. This treatment is unprofessional and unacceptable. I spent a significant amount of money on this table, including a warranty, and I demand an immediate resolution: the damaged item must be picked up, and a full refund issued. This experience has been frustrating and unacceptable, and I will not be shopping there again. Item was purchased on 12/15/24 and it was delivered on 12/27/24.

  

  Business response

  01/07/2025

  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 contacting the consumer directly to discuss the claim. 

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

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date:11/02/2024 Paid ****** With a Sofa that would fit in my house.The sofa was delivered to me but did not fit through a standard door frame. We did not want to accept deliver. The driver tricked us by saying that if we didn't accept the deliver we would incur a 25% restocking fee and that if we called customer service I would get a full refund. We then called Ashley's to return. They said no returns accepted after several calls they said they would accept the return they just had to send someone to verify that the couch was in good condition. The inspector came to our home and verified that the couch was in good condition. We then called back and said they still could not take the return. I am very disappointed in Ashley's.

  

  Business response

  12/31/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we are taking the necessary steps to address the matter promptly.
  A specialist has been assigned to your claim and will be reaching out to the guest directly to assist. Rest assured, we are committed to ensuring the consumer's needs are fully addressed.
  
  Regards, Ashley Furniture ****************Corporate Office SR 

  Customer response

  01/04/2025

  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.
  
  Once again our time is being wasted due to the disconnection between your customer service and store. We have been in communication with Ashley's Corporate Solution specialist. We clearly confirmed by email that the item would be picked up by 1/4/2025 from 10:00AM - 3:00PM. On 1/3/2025 someone called us from Ashley's to confirm the pickup date of 1/4/2025. It is now 3:02PM and I just got off the phone with a store representative which didn't seem to care about the returned and simply washed her hands indicating that nothing would be picked up today. She then told us that no pick up would happen today and gave me another  date of 1/07/2025. Funny enough an Ashley's truck stopped at my next door neighbors to drop off furniture. I call this a bad allocation of resources. Now I have spent all my morning and afternoon looking out the window and waiting for no one. I am very disappointed with the type of service Ahsley's West Covina   has provided.
  
  Regards,
  
  ******* *******

  

  Business response

  01/07/2025

  Hello, the furniture will be removed from the customer's residence today. Once the item is successfully removed, a refund for the amount of the item will be processed.

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

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-27-24 my husband and I went to the ********* location to look at purchasing a couch and a kitchen table. While walking around the showroom looking at the tables a salesperson came by and said that they would be with us in a minute but that they "were offering free shipping currently" We said that was great. She did not come back so we continued looking at the couches and were approached by salesperson Mr. ******* *******. He said he could help us and continued to show us the couches offered. We mentioned to him that we were told by the other lady about having free shipping. He said he was unaware of that but would go check. He was gone for a while and came back and said "yes we would get free shipping.After deciding on the couch and table, he stated we could get 6 months or one year no interest financing. We were going to pay in full but decided to choose 6 months financing. He took us to computer in store to input our application. It was approved and we put $1000 ********* forward....when we got home I looked at the sale receipt and noticed that they added a 5 Year Furniture Protection plan for $399.99. This was never offered or discussed at the time we purchased. I called the customer service number and told her to cancel this. She gave me a confirmation #******** and said I would get a call in ***** hours. (no Call)12-5-24- called again and spoke to JD. He said he would resubmit the ticket. (no Callback)12-12-24 I called again 12-13-24 I called again 12-14-24 I called again spoke to ******** (store Manager) explained the situation again and was told that this was part of the promotion- to get Free shipping you had to add the 5 year protection plan, I explained that I was never told of this and wanted $399.99 removed. She said she would look into in and call me back. (no call back)12-22-24- I call ******** back ****************** she tells me her boss said no refund of the $399.99 This is wrong on so many levels!!

  

  Business response

  12/30/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you sharing your concerns with us. Your feedback is important, and we will take the necessary steps to address the matter promptly. We will be reaching out to the consumer to discuss the available options.
  Regards,
  Ashley Furniture ****************
  Corporate Office SR

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We made an in store purchase on 12/1/24, we received the deliver on 12/13/24. The part of the bunkbed set was on back order so we asked for them not to assemble at that time. The delivery driver said it would be assembled when the other part arrives. We then had to call customer service to let them know we declined the set up, my husband was told on the phone we have 72 hours after deliver to report any discrepancies since refused the set up. 2 days later we decided to open the box of the bunk bed to ensure it was not damaged. We noticed it was the wrong color. I called the associate who placed my order and she advised to call the customer service number so we they could place notes in the computer so that when I went into the store I could be helped. I called customer service and the gentleman stated I needed to file a claim, he then forwarded me an email to upload pictures showing my item received. The gentleman said I would be contacted in ***** hours from the store to resolve the issue. I went to the store the same night for some assistance, I explained to the customer service people the mistake was made by the associate and I would like som assistance in resolving the issue asap as my children were now without a bed to sleep on. I was told there is nothing to that could be done until the credit memo was received and that would need to be allowed the 72 hours. He said I made the mistake of accepting the item and not refusing the delivery upon arrival and I told him what the associate said to my husband when he called and he said well thats wrong and basically it belongs to you now and theres nothing we can do. I waited the 72 hours and heard nothing, I went to the store and was told same thing, no update and nothing they can do for me. I am now on day 5 and yet to be contacted.

  

  Business response

  12/24/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you sharing your concerns with us. Your feedback is important, and we are committed to taking the necessary steps to resolve the matter promptly. According to our records, the consumer is currently in communication with us, and their concern has been successfully resolved. We want to assure you that the customer's complaint is being thoroughly addressed.

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

  Customer response

  12/24/2024

  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 was told by **** in the **************** an email was being sent to the warehouse to expedite shipping to us since the error was made on the associates behalf. I have yet to be called to confirm the shipping has been expedited. I have now waited 22 days since the original order was placed and no one resolved anything. I still have no bed. The company has not reached out to me not once, I had to go into the store myself in order to speak to anyone after being told daily i would receive a call. ]
  
  Regards,
  
  ******* *****

  

  Business response

  12/31/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you sharing your concerns with us. Your satisfaction is important, and we will take the necessary steps to address the issue promptly.
  Regarding your inquiry, the furniture is scheduled for delivery to the customers residence on 01/02/2025. We will also provide the customer with the specific delivery time frame.

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

  Customer response

  01/02/2025

  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 phone call today stating one of my items did not fit in the truck so my whole delivery has been rescheduled to 1/7/25, we have had numerous runarounds from this company. The mistake was made on the behalf of the associate and not 1 person has a made an attempt to assist me to fix the problem. My children still dont have a complete bed. This is not resolved. 
  

   

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

  

  Business response

  01/07/2025

  Thank you for contacting Ashley Furniture **************** We appreciate you bringing your situation to our attention. Your concerns are important to us, and we will take the necessary steps to resolve the matter as quickly as possible. According to our records, the bed frame was delivered to the consumer's residence on 01/02/2025, and the final part of the bed frame is scheduled for delivery on 01/09/2024. We apologize for any delays in receiving the furniture.

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

  Customer response

  01/07/2025

  This company has done nothing to fix the problem their associate caused. I received a phone call on. 1/2 saying my stuff would be delivered 1/7. We had to request time off work and make arrangements for yet another delivery. I received a call on 1/6 from an actual associate at Ashleys and said they now have my mattress and want to get this out to me on 1/9. So another day I have to miss work, the inconsistencies of the stories and excuses and not one associate has tried to assist nor accommodate their mistake in any way. Me as the consumer has been out bed for my children for over 1 month now the customer service in this place is horrible. 
  
  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,
  
  ******* *****
  

  

  Business response

  01/15/2025

  Thank you for contacting Ashley Furniture **************** 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. We understand that the furniture has been successfully delivered to the consumer's residence, and we apologize for any delays in the delivery process. We will do our best to prevent such issues from occurring in the future. Thank you for your business.

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

• Initial Complaint

  12/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with Ashelys furniture. My issue remains unresolved, and I am frustrated by the lack of follow-up and support provided. I purchased a dining table set and living room set that exceeded $5,600. However, on my delivery date of 12/13/24 (weeks after I made the purchase) the delivery men did a poor job in delivering/assembling my items. For one they were unable to fit the living room furniture through the main door and they damaged the front door and stucco to my brand-new home. In addition, when they brought the dining table inside the home it was covered in dirt. The table looks like it was used or mishandled. The delivery men did not know how to assemble the leaf and left it unassembled. The quality of the table and chairs was so poor I asked they return the items. However, they refused to do so. They reassured me **************** would complete the return. I paid a $500 fee for assembly and delivery and this service was not completed. Per Ashleys policy I have a right to a return within 72 hours. Although they acknowledged the damaged to the door and promised to repair it, when advised of the stucco damage he became aggressive and disrespectful declining he was not at fault. I reached out to customer support immediately on 12/13/24 and the assistance I received was neither timely nor effective. I was told I would be contacted with 48 hours and this was never done. I have followed up continuously with ****************, in store associates, and have been patient to find a resolution, but I am being misled and taken in circles. It has been a week and there has not been a resolution. I have mentioned repeatedly I do not wish to have contact with the delivery carrier due to their hostile behavior and I am requesting a return on all the items. This has been a horrible experience and the lack of effort to help resolve this is unacceptable. case id: ********

  

  Business response

  12/24/2024

  Thank you for contacting Ashley Furniture **************** We appreciate you bringing your concerns to our attention. Your feedback is important to us, and we are committed to addressing the matter promptly. After reviewing your concerns, a specialist spoke with the consumer this morning and approved a return for the furniture that is causing issues. We deeply regret that the consumer has experienced so many challenges and hope that they will consider Ashley Furniture for their future furniture needs.

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

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally address the grave situation I have been enduring due to the defective bed purchased from your company, which has caused not only significant physical pain but also severe emotional distress. I suffer from documented spinal injuries and other disabilities, and at the time of purchase, I explicitly communicated my medical needs to your sales **** I was assured that this bed would provide the essential support required to alleviate my chronic pain and aid in my recovery. I was also informed that the bed came with a lifetime warranty, which was a critical factor in my decision to proceed with the purchase. Within the first month, the bed began to malfunction. Despite multiple repair attempts by your technicians, the bed failed repeatedly, leaving me in excruciating pain every night. I have made countless phone calls, sent numerous emails, and visited your store on multiple occasions, only to be met with inadequate responses and complete disregard for the severity of my condition. The beds failure has not only disrupted my recovery but has exacerbated my medical conditions, causing further physical and emotional harm. Your failure to honor the warranty promised at time of purchase is a clear violation of California Civil Code ******, which defines a warranty as a guarantee regarding the quality of the product. The bed's defects and failure to meet the promised standards constitute a direct breach of that warranty. Additionally, under California Civil Code 1793.2(a)(3), when a product is defective, the seller is legally obligated to repair, replace, or refund the defective item. Furthermore, under California Civil Code 1750, the Song-******* Consumer Warranty Act, I am entitled to a full refund due to continued defects and your inability to repair the bed after a reasonable number of attempts. Given the extreme and ongoing physical, emotional, and financial toll this situation has taken on me, I demand a full refund for this defective product.

  

  Business response

  12/19/2024

  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 service technician appointment was scheduled to inspect the adjustable base and the consumer is currently in communication with a specialist.  

  Regards, Ashley Furniture ****************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. ↩