Complaints

This profile includes complaints for Ashley Homestore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ashley Homestore

  100 N Glenview Dr Ste 202 Carbondale, IL 62901-2275

• 

  Ashley Homestore

  600 E Walnut St Carbondale, IL 62901

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dining chair and dining table on March 5th at the Ashley Furniture store. They told me that it would be delivered approximately by April 18th. That date passed and I contacted the business to get an update on my order. They then quoted me another future date. Then that date would pass, and I would contact them again and they would give me another future date. On May 20th, I contacted them back and they told me they their supplier will start production in June. I just want the products I purchased as I was not forewarned that those items were not produced yet. The products I ordered are #D743-35 and #D743-02.

  Business Response

  Date: 05/22/2025

  Thank you for reaching out in order to resolve this issue!

  Our goal is to get the merchandise in the customers hands as soon as possible. Unfortunately, this is a production issue out of our control.
  We have already contacted the manufacturer to expedite, but I'm afraid they are unable to ship before their new production date. We are sorry that we were not able to deliver on the information that was provided to us at the time of purchase. However , as stated, this issue is out of our control. If the new production and delivery date does not work for the customer, we are more than happy to issue a refund.

  Thank You!

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11-06-2024 I purchased a sectional from Ashley Furniture home store in **********, ********. about 13 weeks later my sectional was delivered. While the delivery drivers were setting up my sectional ( I paid extra for this) i noticed there appeared to be something wrong with the corner/wedge and one section of the couch. I brought it up to the drivers and they attempted to fix it by taking the tacking strip off of the wedge and putting it back on. This made it even worse. I was told to contact the store. I contacted the store and was told they would send someone out to look/fix it. When they arrived, they did the exact same thing as the first time, taking the tack strip off and attempting to fix it that way. They never tried fixing the part of the couch that is crooked. They were once again unsuccessful and told me they would order a new wedge. About a month later the wedge was delivered with the exact same issue. They again tried to fix it the exact same way as before but only made it worse. I was told by the drivers this was an issue and they didn't expect people to ever notice it as this is usually up against a wall. However mine is not. It is the first thing you see when you walk in my door. I was told to contact the store again. i told them I would like to at the very least have a discount in the amount of the wedge (at the very least) since then they offered 10% which is far less than the wedge cost. As of today I have gotten zero dollars back. I have called the store 5 times and left messages for them to call me back and sent an email to the manager with no response to any. I paid ******* for this sectional and it is broken. I can't get a resolution with the company as they will not return my phone calls or emails. I feel as if I have been ripped off. I purchased a sectional that was delivered to me with a crooked frame and damaged wedge and the company refuses to resolve the problem.

  Business Response

  Date: 03/03/2025

  In regards to complaint #********, Ashley ********, this issue has been resolved in house via partial refund. We first offered and refunded 10% as compensation, which amounted to around $200. We then refunded an additional $500, per the customer's request. Attached are supporting documents showing these refund transactions via the customer's financing account.

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  Ashley ********

• Initial Complaint

  Date:12/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct. 18, 2023 I placed an order online (order # ************). The furniture I ordered came with an Ashley warranty guarantee. My items werent delivered until Dec. 5, 2023, due to the items being out of stock. The quality of the furniture has been extremely disappointing. From a recliner plate falling off, to extensive pilling where no one sits, recliner control being permanently bent causing a large gap, to a seam ripping, etc. Which led to me reaching out and contacting Ashley via their online chat on Oct. 28, 2024. I was told by the customer service *** that a message had been sent to the ********** location to make them aware of the situation & that we would be contacted within ***** hours. I was never contacted. On Nov. 13, 2024 I contacted the Ashley Carbondale store & was able to set up an appointment for the appropriate person to come and inspect the quality issues. On Nov 26, 2024, 2 delivery drivers arrive to inspect the issues. They inform me they are not able to make any decisions, that the person who was supposed to do this job was too busy and sent them instead, so they were going to take photos for that staff member. They informed us that multiple pieces of the sectional would need to be ***laced due to the quality issues. They said we would be contacted and updated about the situation. On Dec 20, 2024, after not being contacted again, I reached out to the Ashley Carbondale store. I spoke with ********. After being placed on hold while she tried to reach the supervisor I needed to speak to, she said no one was available to speak to me. She said she would give them a message with my information & request for them to call me back. I was informed that their supervisor who handles these types of issues quit and their warehouse manager was now doing both jobs. As of today, I still have not been contacted. At this point, I want to return the sectional and receive a full refund. I am thoroughly disgusted by how much of an ordeal this situation has become

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a loveseat and couch from this store on July *******. We were able to take home the loveseat that day and was told the couch would be in 4 weeks. I also purchased a battery for the couch that didnt work. I called a month lated to find out about picking up our couch. I was told it wasn't in yet and it would be able to be delivered to our home with the delivery fee waved for our issues. They told us it would be at the store on August 22nd and they would be able to deliver it the 23rd. I called back today because our couch was not delivered and was told now it will be Sept. 11, 2024. I paid over $4000 for a love seat and couch and keep getting the run around about it being delivered.

  Business Response

  Date: 08/27/2024

  We understand that waiting a long time for furniture can be frustrating and we are willing to provide reasonable compensation for the customers issues. "I was told it wasn't in yet and it would be able to be delivered to our home with the delivery fee waved for our issues." stated this customer, meaning we have offered to provide the necessary compensation. Attached is a screenshot of the information we are given through our system AOM, which shows the *** of said sofa. Unfortunately, we cannot control the production time, issues, or loss. If an item has issues during production or the manufacturer is awaiting materials and cannot begin production until said materials arrive, the estimated arrival date can be pushed back. These possible issues were explained to the customer as our team offered free delivery to compensate for the extra wait time. We were given an original *** and then said *** was pushed back, but our staff was fully transparent about our troubles!

  If the customers battery was non-functional when they arrived home, they can bring the item back in and we can exchange that item for another one! This issue was not mentioned during our chats, otherwise we would have offered a solution!

  If waiving the $100 delivery fee to relieve the wait time and an exchange for the battery that is non-functional, does not sit well with the customer, we would be willing to provide other solutions! These solutions include: an exchange for another item that may have a sooner arrival date or may be in stock, a refund for the item she has not received or, if the item in her home is undamaged and in new condition still, we would be able to do a full refund and pick-up the already delivered item!

  Customer Answer

  Date: 09/13/2024

  I have been trying to contact the store since the 11th everyday and no one will answer the phone. Has the couch arrived? If it hasn't I would like a full refund for both and they can come get the loveseat it is in perfect condition. 

  Business Response

  Date: 09/17/2024

  Hello,

  We have spoken with Mrs. ****** regarding her order. Her sofa should be leaving the factory on or around the 19th of this month.  We have given her free delivery and an extra 10% percent off of her purchase. Which was satisfactory to her.  We will schedule her delivery as soon as the product hits our warehouse.

  Customer Answer

  Date: 09/24/2024

  I have attempted to call this store the last 2 days and have left voicemails both days. I just had my husband call from his phone and they answered the phone for him. We asked about our couch and she told him that it was in, so we asked if we could come get it right now and we told we couldn't because there warehouse closed at 4pm. They did not reach out to us nor did they return any of my calls instead she made up a excuse that they didn't have internet or phone service. We asked it it could be delivered tomorrow as we have been waiting for months and we're denied this option. After all this head ache I stated I just want a refund and they could come and get the loveseat and the lady stated if I did that I would be charged a 35% restocking fee. I have tried to be understanding but after all the lies and still not having what I purchased after it only supposed to take 4 weeks and we are now on week 11 I feel I've been more than understanding. 

  Customer Answer

  Date: 09/24/2024

  This is my call log to Ashley in ********** where they stated I've never called the last few days.

  Business Response

  Date: 09/25/2024

  Mrs. ****** is scheduled for delivery on 9/27. We have spoken to her regarding her issue of wait time and delivery. She was spoken to after this compliant was sent.

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am rejecting this response because:   I spoke to ******* from one of Ashley's headquarters. Phone number ********************. She stated she is not able to assist because they cover the Ashley stores in *****************. She said she would have to send it back to BBB. I understand that she can't help but there must be some headquarters branch that covers mid-central and southern ********. Please forward my complaint to the appropriate area. Thank you.

  Business Response

  Date: 06/04/2024

  I left a voicemail for ************** today. After thorough investigation, we were unable to locate any active order associated with the name and information provided within our company's records.
  

  Business Response

  Date: 06/04/2024

  ***** called in.  I spoke with this guest and they did not purchase in any of our store locations.  Guest made purchase in **********, **. Please send to correct licensee.
  
  

  Customer Answer

  Date: 06/07/2024

  Bought *************** on 10/26/23. Paid $1,292.64. Delivered on 11/18/23. After setup crew left I sat in recliner. As soon as I reclined, the footrest made a loud clunking sound & jutted out to the right. Called store & crew came back. Said mechanism was bad & they would order one. Should be here 7-10 business days. In addition to footrest not working, there was a gap between the back of right arm rest & the chair. Called store 2 wks later to get status on mechanism. Was told it was coming from ************ should NOT have been told 7-10 days. Emailed 1 of the warehouse mgrs. No response. Called store & was transferred to different warehouse mgr. Asked if they would come get recliner & replace it with new one. He was very rude & condesending. Said no. It was like buying a car. After you drive it off the *************** goes wrong, you're stuck with it. Said arm rest issue was probably lack of stuffing & when part comes in they'll also put stuffing in chair. Over a month after delivery, mgr called to schedule techs to put in new part & stuffing. They worked on chair & could not fix it. Said they were trying to salvage it. We didn't pay for salvage. We paid for NEW furniture. Tech said it looked like the frame was messed up. 8 wks after delivery mgr called & apologized for how it was handled. Scheduled for techs to come get chair to take to warehouse for repair. Brought chair back. Gap in arm rest is fixed but footrest still jerks when reclining. Told techs I was not pleased with chair. They told mgr who called & said he'd schedule another pickup. I asked about returning chair & getting a new one. Said if I did there would be a 35% restocking fee. That fee was never mentioned in any of our previous conversations. Chair is still here. Still not working properly. I consider it a "janky" piece of furniture & would gladly have paid the price difference between this & a different model. But not a 35% restocking fee. Not shopping there again & don't recommend to others.

  Business Response

  Date: 06/07/2024

  We have reviewed the compliant. We are going to gather more information and we will respond back in a timely manner when we receive all necessary info.

  Business Response

  Date: 07/01/2024

  I will reach out to our service department and see what the delay is on this and why? ****************** is here Tuesday- Saturday. So, I wont get a response back until 7/2.

  Customer Answer

  Date: 07/01/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a sectional that was on the floor and apparently the last one. We were told that if we wanted this sectional we would have to purchase a fifth piece and ottoman because they would not sell it partially since it was the last one, the sign said 4 piece sectional for 1999. Next, we go pick up the sectional and get it loaded, the pieces are just laid in the U-Haul all scattered so we had to fix it. We had them tied down and nothing laying on the pieces for the four hour ride. So we finally get to our new place go to unpack the couch and notice one of the support boards in the bottom of the longest piece is snapped. we call the home store and this begins the run around. We talked to ***** the store manager who started out as nice. I called and explained the whole situation he told me I need to contact an Ashley store and have them fix it and bill him. I went to the store and explained and they said I need to call online. For 2 hours i was being routed to different places. He said I could fix the couch myself. I get the couch fixed by my contractor who found the support pieces were split likely from when it was built (though not certain). Once we replaced the boards we noticed another piece had no legs. We asked for a percentage off. ***** was more difficult to get ahold of, said he would make it right and then said we needed an itemized list of charges for owner because “owner does not take his word for things”. we then begin speaking to Chloe who was nice at first. Our last conversation with her went like “he isn’t going to comp, they could have been damaged when they were being thrown around the U-Haul during the move (again they were strapped down with nothing on top, didn’t move), that because we purchased a floor piece they were sold as is (there was no sign for this and no one told us this prior to purchasing). We have tried to resolve this for two weeks now The owner refuses to talk to us, employees said he does not take phone calls from customers

  Business Response

  Date: 02/02/2024

  Sorry for the delayI apologize for the delayed response on this matter. We have had a lot of illness in the stores this month, and I needed
  to be able to get information from staff that had communication with the customer, before and after their purchase.
  The customer, Darby Vinson, purchased a sectional and matching ottoman from Ashley in Carbondale IL. Because they
  were moving out of state (which we found out later), the customer “asked” if they would able to purchase the floor
  model, so they wouldn’t have to wait for one to be shipped to our warehouse in Carbondale IL. We agreed to
  accommodate the customer’s request, and allow them to buy the floor model, under the condition they also buy the
  matching ottoman, so there would be no leftover pieces on the showroom floor.
  We offer a full delivery service, but the customer opted to pick up the pieces themselves. NOTE: per the
  delivery/Customer Pick-up Detail Sheet, that is given to all customers at the time of sale (see attached), If a customer
  decides to pick up their own merchandise, it is their responsibility to provide their own packing and loading materials
  to insure safe re-location.
  All merchandise was in new/undamaged condition when the customer picked up their merchandise. The customer
  loaded their merchandise into a U-Haul and moved it over 400 miles away, to another state, which we found out
  later, when the customer contacted the store and said they had a broken board in the back of one piece of the
  sectional.
  When they contacted the store, they wanted to know what we were going to do about it. We explained there wasn’t
  anything we could do, as the merchandise was intact, when they purchased and removed the merchandise from the
  store. We said we might be able to contact an Ashley Store in their area and see if they were willing to address a
  repair (at the customer’s expense). The customer then said they had a repairman there that could fix it, if we would
  pay for it. In a call we received days later from the customer, we found out the repairman was a relative that was
  helping them in their move.
  In conclusion, the customer purchased, and received, 1st quality, undamaged merchandise. We are sorry that their
  methods of packing and moving the merchandise resulted in damage to their furniture, but this would have been
  their responsibility to insure safe handling of the merchandise.
  Sincerely,
  ***** ********
  Store Manager,

• Initial Complaint

  Date:10/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Store & Purchase Information: Sales#: ****** Date: September 18, 2023 Store: Ashley Furniture - **********, ** ********************************************************************* I writing to complain about poor communication and customer service as it relates to an attempted couch purchased on September 18, 2023. The store this took place at is located at *********************************************************************. My wife and I purchased a 4 piece sectional with the understanding that two (2) pieces were in stock and two (2) pieces needed to be ordered. On September 18, I went to the store located at ************************************ in ********** and paid $2,843.07 in cash for the couch and delivery services. I was provided a receipt, see the attachment. The receipt says I paid with a debit card, however, I did not, I paid in cash. I had to make a special trip over to the bank due to my debit card not going through. (see attachment showing bank statement where $2,860.00 was pulled out to pay for the couch. After paying for the couch and delivery, I was informed that the other two (2) pieces should arrive at the store in 4 to 6 weeks. On Oct. 24, I called the store to inquire about the status of the order, as I had not heard anything further since making the purchase. I was informed by a worker in the warehouse that my order would not be arriving because they no longer make certain pieces that I ordered on Sept. 18. No one bothered to call me prior to this, I had to call to find out. Meanwhile, the store acted like it wasn't a big issue that they failed to communicate this information to me. I immediately requested a refund of $2,843.07 due to their poor communication and customer service. They informed me that they would have to get approval from the corporate office. They said if approved, they would mail me a check. If approved? I paid $2,843.07 in cash for a 4-piece couch that never came, the company owes me a refund. I want an immediate refund of my money.

  Business Response

  Date: 12/02/2023

  This Customer was refunded fully. We forgot to contact the BBB back

• Initial Complaint

  Date:06/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2020 we purchased furniture for our new house. A couch, loveseat, buffet, coffee table and bar stools. Of course being in mid pandemic, we did not receive most of our furniture until December 2020. The buffet arrived damaged. We were told that a new top had been ordered and the mgr **** told me he would refund our delivery fee and as soon as the new top came in he would have someone out to replace it. Months went by. No news. Text messages to **** and phone calls to an ****** to speak to a manager went unreturned. October of 2021 my husband damaged our couch when he punctured it as he sat down with a screwdriver in his pocket. It was not until late February early March 2022 that I finally received correct information regarding the warranty company and was able to file a claim. We are now 15 months since we filed the claim and a tech was finally supposed to come today to fix the couch. No one called and no one showed after my husband took the day off from work because we were told someone over 18 had to be present. We paid so much for our furniture along with warranty and received a horrible run around, damaged furniture. The ****** store itself could be less concerned. They are selling a fraudulent service. I fully believe they know this WHEN they sell it. I would either like them to refund the warranty cost, plus delivery fee and even a portion of the cost of the buffet as they never held to their end.

  Business Response

  Date: 07/13/2023

  Hello, 

  In regard to Complaint filed with the Better Business Bureau in regard to a customer of ******, ******** ******. Mrs. ****** contacted the furniture protection service purchased with her furniture.

  Montage Furniture Services requested that the part(s) needed be ordered. ****** placed this order. The wrong parts arrived and Montage contacted ****** once again. The correct parts were ordered and the Mrs. ****** is shown in our correspondence with Montage to have informed Montage of receipt of said parts. Montage has since attempted getting in touch with Mrs. ****** multiple times in effort to schedule a service date for their technician. Due to an inability to contact Mrs. ****** Montage has closed out the claim due to lack of contact. 

  **
  
  ** ********
  ********** *******
  *** * **** ***
  *********** ** *****
  ****** ***** ********
  ****** **********************

  Customer Answer

  Date: 07/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Please see attached emails. I have been in constant contact with Montage. The parts alone was over 8 months. Then the initial service company called and appt was set for 6/26/23. I took an entire day off work in order to be here. They never showed nor called. I attempted contact and received no return call. I reached back out to Montage. They send me yet another company with another phone number. I talked to them. They gave me a single date as my option and was told I had to respond immediately or else Montage would cancel my claim. I said no to that date because I was fairly certain neither my husband nor I would be available. The next “tentative” date is set for 8/7/23. 
  

  The response from ****** is a blatant mistruth. ****** knowingly sold/pushed a warranty that is worse than pulling teeth in order to have the furniture fixed. Not only is the warranty not worth anything, ****** does not uphold what their previous manager promised. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 08/11/2023

  Montage furniture services has been contacted to get with the customer and take care of them. There seems to have been some misunderstanding of the current status of the service. Upon informing Montage of the continued issue, they have acknowledged that they are going to reach out to the customer and ensure they are taken care of.