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Business Profile

Furniture Stores

Ashley Furniture Home Store

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Ashley Furniture Home Store's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ashley Furniture Home Store has 56 locations, listed below.

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    Customer Complaints Summary

    • 436 total complaints in the last 3 years.
    • 109 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/08/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered 2 chairs 7/1/25 from Ashley in maple shade nj, delivered 7/4/25 too large for our room, called to have returned and refunded, denied, said it will cost $150 to return and give store credit, no refund. Spoke to corporate representative, no luck with her either.

      Business Response

      Date: 07/15/2025

      Hello,

      The customer was approved for a return on 7/7/2025.  We picked up the chairs on 7/11 and the customer received their full refund on 7/14/2025.  This claim has been resolved.

      Customer Answer

      Date: 07/18/2025

      [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

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 10/7/23 I purchased a table and chairs from this business. At which point in time I was sold a warranty, with every reassurance it would cover any accidents. Scratches, smudges, gouges, spills, etc.On 6/26/25 I called to place a warranty claim. My claim was denied, and I was told the damage was my fault and that I had "abused the furniture". (My son built a computer on it one day without our knowledge leaving multiple scratches and gouges)I then called Ashley making them aware of this issue and requesting a full refund of the price of my warranty. (Why should someone pay for something that they can't use?) The associate I spoke to told me she couldn't do that herself but gave me a number to call. I did so, and was on hold for over 20 minutes. I then called back and spoke to that same associate. I explained to her that this wasn't acceptable. She told me she'd see what she could do. She called me back telling me I could be refunded 50% of thr price of my warranty. I reluctantly accepted this offer, I was told she'd call me back to confirm that this went through and my Ashley CC would be credited the 50% of what I paid for the warranty. She never called me back, and I haven't been refunded the money.If you're going to sell someone something, make sure you aren't directly lying to them about the coverage.If you tell someone you'll help them. That you'll get back to them with confirmation. Then do so. It's unprofessional to blow someone off.I want contact from Ashley. I want the 50% of my warranty money back as promised. And I want them to stop selling "warranties" to unsuspecting customers thinking they'll actually have coverage. It's bad business.Original invoice number listed below.

      Customer Answer

      Date: 07/02/2025

      This is all the paperwork I was provided at the date of sale. I don't have anything else. 

      Business Response

      Date: 07/13/2025

      The customer was offered a refund at a prorated rate, meaning a deduction from the time that warranty was active.

      Business Response

      Date: 07/15/2025

      The customer's refund for the warranty was submitted through Synchrony.  The refund amount is $72.38 which has been prorated.

      Customer Answer

      Date: 07/15/2025

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 23539483

      I am rejecting this response because:

      While they have refunded the agreed upon portion of the warranty. I was not called back as I was told I would be. Furthermore, they continue to sell warranties that don't cover what they state they will. This is bad business practice. For this reason I'm still not accepting their response.


      Regards,

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








    • Initial Complaint

      Date:06/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Tried to purchase an ottoman to match the loveseat that I already have. I was sent the wrong ottoman. I need them to swap it for the one I thought I ordered. They are the same price, so it would be an even swap. There is no communication and I keep getting the run around every time I talk to someone. I have yet to receive an email or phone call regarding this issue! I just need for them to do the right thing!

      Business Response

      Date: 07/05/2025

      We apologize for the dissatisfaction with the service. A delivery was setup for 7/5 to resolve the issue.

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 new Mattress. When it was delivered it didnt fit my bed. Deliverry people forced the mattress onto the bed and almost broke my bed frame. Mattress was too long to the extent that there isn't even an inch of room to install a sheet set on it. I haven't sleeponit because I wanted to return. I called the store immediately when it was dropped off at my home. I have been calling and getting the promise that I can return it.But no one answers there phones. SO I have slept on my couch for the past 14 days not to sleep on the bed because I cant even put sheets on it because it is so tight to the foot board and head boards. As you can see from the one picture there isn't even enough room to slide a piece of paper between the mattress and the headboard. I am 75 years old and it is impossible for me or anyone to lift the mattress up for the sheets

      Business Response

      Date: 07/05/2025

      The customer service center reached out to the customer and helped resolve the issue. We'd like to thank the customer for their patience.

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 ordered furniture that didnt match with my dining room table. I reached out to return it within the 72 hour period. They told me it is noted and someone will reach out. When no one reached out I called back to get an update. The manager stated that there were no notes and I cant return it.

      Business Response

      Date: 06/16/2025

      Hello, this claim has been sent to upper management to review.  I will provide an update once I hear back.

      Business Response

      Date: 06/19/2025

      Hello one of our managers has been in contact with the customer.  She left a message for him saying we can lower the pick up fee from $150 to $100 but the customer will be responsible for the taxes and price difference for his reselection.  

      Business Response

      Date: 06/23/2025

      Hello,

      I spoke with **** today and informed him that we are going to waive the fees.  The new tv stand is on order and he was made aware that it can take 2-6 weeks for us to receive it.

    • Initial Complaint

      Date:06/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 received an email stating that the couch is ready to be scheduled for delivery. Upon calling the store for scheduling, we were advised that if we scheduled for a day, we would not find out the time frame until 24 hours prior. If we need to cancel, it has to be 48 hours before or we would incur a fee. They advised that we should schedule for a day that we would be home ALL day. Well, our schedule does not allow for that at all. We both work full time, and have two small children who are both in sports. This also was NOT disclosed at the time of purchase. This is so frustrating. After speaking with an escalations person, she advised that I should speak with the mister, and figure out when he or someone else could be at our house. Insinuating that I had not spoken with my husband prior to calling and that I had other people to be at my home ALL day for a delivery. Not only was this insulting, it was unnecessary and unhelpful.

      Business Response

      Date: 06/20/2025

      We'd like to apologize for the dissatisfaction with the service. Our customer service team will review this and reach out to the customer with a resolution.

      Business Response

      Date: 06/29/2025

      The service center resolved the issue on 6/14. 

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 went to Ashleys to purchase a new mattress. I wanted the softest mattress in the house. I layed on number of mattresses. The salesman showed me the one I purchased and said it was the softest mattress he had. I layed on it and loved it. ! I then purchased it. It was delivered on may 20th. The first night it was slept on by my husband and myself .I felt it was not the mattress I layed on in the ************************* hurt my back! My husband expressed the same thing! It was not the soft mattress I layed on in the showroom! I proceeded to take the numbers of the bed of the side of the bed and I took it to Ashleys to compare numbers . It appeared to match the same numbers at Ashleys but still did not feel the softness as the showroom mattress was! I have never purchased a new mattress in 47 years of marriage . We always had 2nd hand mattresses . We couldnt afford a new one. I would like a different mattress or a refund of my money. My husband and I cant sleep on this hard mattress. Thank you so much for your help in solving this issue.!

      Business Response

      Date: 06/16/2025

      The service center is aware of the issue and will reach out to the customer with a resolution.

      Business Response

      Date: 06/20/2025

      The service center contacted the customer and scheduled a time for a service technician to inspect the furniture and determine a resolution.

    • Initial Complaint

      Date:05/28/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 reaching out to request assistance with an unresolved mattress issue that I have been dealing with since February 6, 2025. Despite multiple attempts to resolve the issue with the Store Manager and District Manager, I have not received any responses.On February 6, 2025, I purchased a king size bedroom set (which included a king-sized mattress, 2 nightstands, a dresser, and a mirror) from Ashley Furniture Home Store located in **********, **********, **. In addition to purchasing the king size bedroom set, I also purchased a protection plan that I was told would cover all items purchased. Total cost so far is approx. $5,200.00.Approximately one month later (in the beginning of March), the bedroom furniture was delivered to my place of residence; however, upon delivery, I noticed that the mattress that was delivered was not the mattress that I purchased at the store on February 6, 2025. I also noticed that the mattress that was delivered was listed on the delivery slip as $200 more than the mattress I purchased. Therefore, within less than an hour of delivery, I immediately contacted the Sales Representative, *****, at Ashley Furniture HomeStore to inform him that the wrong mattress was delivered. ***** informed me that he was out of the office that day, and asked that I call him back the following day. Therefore, I called ***** the following day to again state the fact that the incorrect mattress was delivered to my home, and that the incorrect mattress was $200 more than the mattress I actually purchased. He requested that I provide the receipt and delivery confirmation slip containing the item number for the mattress, which I did, so that he could look into the matter. Due to my medical condition, arthritis of the neck, the mattress that Ashley Furniture Home Store incorrectly delivered to my home does not/cannot accommodate my musculoskeletal needs. Therefore, I am seeking your assistance to resolve this matter and finally receive my correct mattress.

      Business Response

      Date: 06/15/2025

      The service center is aware of the issue and will reach out to the customer with a resolution.

      Business Response

      Date: 06/20/2025

      The customer service center is aware of the issue and is working with the store to resolve the issue for the customer.

    • Initial Complaint

      Date:05/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 parcel bedroom set on March ******. I have incorrect adjustable base, a mattress that makes me itch. They have sent two groups of people to correct the problem. The problem with the adjustable base was unable to be fixed. So l asked if they would just give me a box spring. Two weeks ago they came with a box spring with not boards and support to hold the mattress. As as of May ****** I dont have the problem resolved and no new mattress they dont replace mattress.l was told there is no manufacturing warranty on the mattress. Again today l have talked to the manager again today. And it appears that are passing the fault from manager to another.

      Business Response

      Date: 06/14/2025

      We apologize for the dissatisfaction with the service. A service representative will reach out to the customer with an update and resolution.

      Business Response

      Date: 06/22/2025

      The service center will reach out to the customer within the week to discuss and resolve the issue.

      Business Response

      Date: 06/28/2025

      The customer's boxsprings were delivered on 6/27. We hope this is a satisfactory resolution.

    • Initial Complaint

      Date:05/23/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Ordered a cabinet over a month ago (4/9/25) from the ********** location that was supposed to be delivered today (5/23/25) I received confirmation of the ordered, a 4 hour time frame and took time off from work to receive the item. When I went to track the delivery I received an error message that said order not found upon calling Ashley I was told that my item was going to be delivered on June 3rd. After pushing for information I was then told the delay was due to the item being damaged. No one called to inform me prior to today. I was then told I had to call the store i purchased from to discuss options. When I called the local store I was met with an incredibly rude representative who basically told me I had to **** it up and deal and that if I wanted to cancel my order I had to go into the store because of the type of delivery I chose.

      Business Response

      Date: 06/07/2025

      The customer service center is aware of the issue and will reach out to the customer with a resolution.

      Business Response

      Date: 06/16/2025

      Hello, I spoke with the customer today.  The order has been canceled as per the customer's request.  They received their $82.99 refund on 5/23 and I emailed our AR team to process the customer's Synchrony refund of $745.

       

      Customer Answer

      Date: 06/20/2025

      [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,

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

    Ashley Furniture Home Store is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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