Complaints

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

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  Ashley Furniture Home Store

  7900 Cedarville Rd Brandywine, MD 20613-3018

• 

  Ashley Furniture Home Store

  534 N Frederick Ave Gaithersburg, MD 20877-2504

• 

  Ashley Furniture Home Store

  6100 Dobbin Rd Columbia, MD 21045-5804

• 

  Ashley Furniture Home Store

  480 Gateway Ave Chambersburg, PA 17201-7351

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  Ashley Furniture Home Store

  1843 Street Rd Bensalem, PA 19020

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:06/24/2025

  Type:Service or Repair 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 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:

  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 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:

  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 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:

  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 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:

  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.

  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:

  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 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:

  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.

  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,
  
  ******* ******
  
  

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair 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 two recliners from Ashley furniture may 6th my husband came home put his recliner up and it is now stuck in a laying g position i went to the store have customer service said came get them every call is a three day delay now we have had one recliner since may 6th supposed to have a company come may 24th to look at it but was told I would have to wait six weeks for a part so wrong please help me

  Business Response

  Date: 06/07/2025

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

  Business Response

  Date: 06/16/2025

  Hello, TC was able to install a new footrest motor for the recliner chair on 6/12.  We spoke with the guest on 6/13 and she confirmed that everything was working properly now.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair 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.

  Date of Transaction 12/13/2024 amount paid to business ******* Purchased a lift chair which carries a 1 year warranty and purchased the extended warranty. Chair broke March 20. They never sent someone to look at the chair - I had to send pictures. It took them over a month to ship the parts the technician finally came to fix on May 20. He was not able to fix the chair as he needed to order a motor. He said he ordered the motor and as of today 4 days later I found he did not order the part and customer service will not order the part with out the technicians notes. We have asked from the beginning for a refund and they refuse. I have been in contact with the store **** and ****** and customer service continuously. I have even emailed the CEO. Please see all attachments. They have failed to meet there obligations, and fulfill their 1 year warranty. This chair is a necessity to my husbands well being. He needs the chair to be able to stand and maintain some of his independence. We cannot wait months for them to be able to fix this chair.

  Business Response

  Date: 05/31/2025

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

  Business Response

  Date: 06/07/2025

  The technician was able to provide service and resolve the issue on 5/31.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair 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.

  Delivery March ******. Purchase date 2/1/2025 amount $10,515. Store Ashley Home Store ************************************. Salesperson Dayve. I told Dayve I wanted an adjustable base and mattress and a bedroom set with storage that would work with the base. He sold me the Cabalynn Bedroom set.Upon delivery and setup, the bed was 40 off the floor! Called Dayve and he had a manager, **** call. ***** solution was to take back the 8 base and to give me an upgraded base that was 3 and a $100. This was no solution as the bed would still be 35 inches off the floor.The bed frame sold to me was the issue. The storage drawers and the bed frame platform were too high for any type of adjustable base.I was having surgery the next day and the store was aware that it be imperative I have a bed. I had a general contractor immediately available who spoke to **** and explained the bed and base issue as well as confirmed measurements. **** apologized saying the this was a learning opportunity for the store as well and his offer stood. Contractor stated they could cut the bed frame and remove the drawers to accommodate the base and then affix the drawer face to the frame for aesthetics. This was labor intensive and removed the storage I had desired but was the best option. I am seeking reimbursement for the cost of the drawers (447.99)storage rails (191.99)and cost of the alteration (1200.) **** states he escalated the issue but I have still heard from no one despite ***** assurance made on 3/27/25, that I would. Hence I am escalating and filing an official complaint since I seem to be receiving no assistance at the store level

  Business Response

  Date: 05/11/2025

  The store management will follow up to resolve the issue. Please note, that some beds - specifically platform beds - are high when adding a base and certain mattresses (specifically plush mattresses). In this case, if the customer wanted a storage bed, then that platforms would be high and the only solution is to either remove the base entirely or slimmer profile base/mattress combo. Conversely, the customer can also select a non-storage based bed (though we understand that that was a customer requirement). 

  Customer Answer

  Date: 05/16/2025

  [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: 23161773
  
  I am rejecting this response because: store management has been saying they would follow up since march and they have not.  And the sales person is the one who was not knowledgeable enough to tell me the base would be to high for the platform as he is the one who helped advise me. 
  
  
  Regards,
  
  **** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/23/2025

  We apologize for the dissatisfaction with the service. The ticket has been escalated and we will have a customer service representative reach out to discuss with the manager.

  Customer Answer

  Date: 05/30/2025

  [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: 23161773
  
  I am rejecting this response because:
  I keep being told the issue has been escalated and I get contacted and am told the same thingwe will escalate and get back to you and then I hear nothing so until there is an actual resolution I am rejecting and not closing this complaint with a response of we have escalated and a manager will reach out response. 
  
  Regards,
  
  **** *******