Complaints

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

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Ashley Furniture Homestores has 13 locations, listed below.

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  Ashley Furniture Homestores

  3025 Woodbridge Ave Ste A Edison, NJ 08837-3401

• 

  Ashley Furniture Homestores

  925 Paterson Plank Road Secaucus, NJ 07094

• 

  Ashley Furniture Homestores

  461 State Route 10 Ledgewood, NJ 07852-9510

• 

  Ashley Furniture Homestores

  1895 South Rd, Suite 110 Poughkeepsie, NY 12601

• 

  Ashley Furniture Homestores

  545 N Route 17 Paramus, NJ 07652-3003

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:12/14/2024

  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 ashleys party time recliners which have a recall. The recliners stopped working due to the recall. Ive been in contact with this company to resolve the recall to no avail. Went through their process, completed paperwork online and nothing.ashley recall info registration number : 3YVDMVY3 the number I call is ************ I keep getting the runaround my number is ************

  Business Response

  Date: 12/16/2024

  Good afternoon team -

  Thank you for the e-mail, connect with guest, spoke with Mr. ***** he did not purchase the party time recliner from our franchise. We do not have any information on guest party time recliner in our data base. 

  Guest was explained that need to check in with the tore made the purchase with try to have them assisted him with the issue.

  The guest also advised started a claim and given a date for service.

   We are humbly asking to remove this inquiry from our bucket. 

  Kin Regards,

  Bibi 

• Initial Complaint

  Date:12/02/2024

  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.

  I purchased a sectional couch that was to be delivered 11-26-24 they delivered half of the couch I was never told this before delivery so I had disposed of my old couch so I told the delivery man not to leave it but as I was calling the company they left never asking me to sign for it nor leaving me a receipt I told the store I needed the other part by 11-28-24 they said they couldn't nor would they offer another couch so I asked to cancel my order and pickup the part they left and give me a full refund of $1278.19 they said it is no refund which was never mentioned before

  Business Response

  Date: 11/29/2024

  Our stores are in Clarksville, Tn. We do not have this name, address or phone number in our data base.

  Business Response

  Date: 12/04/2024

  Good morning BBB Team-

  Thank you for your inquiry, this guest did not purchase from our franchise. Please remove form our bucket.

  Regards, 

  Bibi

  Customer Answer

  Date: 12/05/2024

  
  
  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. I have settled this complaint with Ashley HomeStore. They will cancel my order and give me a full refund minus shipping and come back to get the section of couch They left. I'm satisfied to close this case
  
  
  
  Regards,
  
  
  ****** ********

• Initial Complaint

  Date:11/19/2024

  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.

  Purchased over $11,000 worth of furniture from local Ashley store under the Ashley Northeast/FDE umbrella. Local store suggested we refuse anything we dont like for any reason upon delivery. 1 piece was damaged and the delivery team agreed to take it back. A cabinet was assembled and 2 of the 4 doors would not fully shut. The team would not take the piece back and instead said we had to have it serviced. They would send a technician. Original delivery occurred 10/22. We did not hear anything about the service for the cabinet, but asked when they delivered another piece of furniture on 10/25. **************** said they needed to place an order for the part and once we received it, they would send a technician. We were not informed of this process upfront and would have tried to more strongly refuse the cabinet on the original 10/22 days if we knew this was the process. We received an email on 10/25 saying it would take 7-10 for the part to arrive. Nothing arrived. Emailing with company they said the order was not placed and they would place it on on 11/16. So *********************************************************************** may not fix the defective product. We do not want to wait for parts and service and want a refund for this defective product that we tried to decline on delivery.

  Business Response

  Date: 11/21/2024

  Good afternoon BBB Team -

  Thank you for the e-mail, connect with our guest, spoke with **** and apologized for the experience, we have cancelled the service for cabinet model # A4000659. We have offered our guest to reselect a different cabinet that we may have in stock and can deliver sooner or an even exchange for the same model number A4000659.

  We have entered an exchange under sale # 0131652938, and when the piece becomes available which is estimated to come in week of 11-29-24 and then we will reach out to guest to schedule. Our guest indicated that will review the options and reach out to us if will keep the even exchange or will reselect a different model.

  This exchange /reselect will not add any additional cost to our guest $959.99. If our guest chooses to reselect a different model and exceed $959.99, will be responsible to pay the difference.

  We will not be able to honor a return and refund. 

  Regards,

  Bibi 

  Customer Answer

  Date: 11/21/2024

  [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. We very much appreciate your assistance in this matter. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:11/14/2024

  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 ****** and ****** mattress from Ashleys (Yonkers, **) in 2021 and after three exchanges of the same mattress within the year I had to fight with them to give me a credit to reselect a different mattress because every mattress would sink after a few weeks. I reselected a Sealy mattress in 2022 and having the same issue. A technician came to my home on 10/30/24 and we were informed the mattress was sinking 1.5 inches on one side and 2 inches on the other. I called on 11/1 and was told someone would be getting back to me the next day which was a Saturday. I never received a call so I called back Monday 11/4 and was told someone would call the next day, didn't receive a call. I called again Wednesday 11/6 and explained to the representative I was calling to schedule the delivery of my new mattress, after a few moments of her trying to get in contact with someone she asked if Wednesday 11/13 worked for me. I called 11/12 to advise customer service I needed a COI and was told another technician would be coming to remeasure because the measurements were taken incorrectly. The same technician came on 11/13 and now he's calming there is only a 1-inch depression on each side of the mattress (how convenient). **************** claimed the technician was pushing/leaning on the mattress in the photos and that's why they needed to come back out and remeasure. We asked for photos, and they claim they're not supposed to send the photos but sent one which does not show that. We are now being told we have to wait another week to have another technician come to measure or we can do a 60%/40% split for a new mattress, They have the worst customer service and I feel as though I am getting the run around. I already have back problems, and the sinking of the mattress is only making it worst. My husband and I are not 600 pounds and therefore the mattress should not be sinking to the point where we are falling into the bed. We need help and we need it fast.

  Business Response

  Date: 11/19/2024

  Good afternoon BBB Team -

  Thank you for the follow up e-mail, connect with our guest *****, and advised that she is scheduled tomorrow for a 2nd opinion mattress inspection. 

  The reason for the 2nd opinion is that the previous inspection, the mattress did not qualify as a manufactured defective, so we are going conduct a 2nd inspection.

  In this inquiry our guest mentioned that she was given an option of 60/40 to reselect another mattress, this option is a courtesy provided to our guest when the mattress is not deemed manufacture defective but guest insisting on getting a different mattress. 

  We are committed to ensure our guest is being served, and in this case our guest is disputing the previous inspection, this is why guest is scheduled for another mattress inspection.

  Thanks in advance for your time!

  Regards,

  Bibi 

   

   

• Initial Complaint

  Date:11/12/2024

  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.

  On 11/3/24 I purchased furniture with a delivery date of 11/6/24. Upon delivery the delivery drivers did not complete the delivery appropriately causing my to have to pay another company to assist me in getting my bedroom together and functional so I didn’t have to sleep on the floor.
  Upon speaking with the store on several occasions and customer care no resolution was offered.
  Additionally the store associate did not order everything I requested leaving me with an incomplete set. The information was not provided appropriately to me. The only resolution offered was to purchase the item and additionally pay for delivery even after the previous delivery clearly was not appropriate.

  Business Response

  Date: 11/12/2024

  Good afternoon BBB Team -

  Thank you for the e-mail, connect with guest ****** and have apologized for her inconveniences, there seem to be some miscommunication, on who is responsible to set up existing furniture not purchased from us.

  This is what caused this inquiry and our guest not having the best of experience with her purchased. 

  Reset expectations and meet guest halfway of her requested compensation. Guest compensated $150.00 back to the original form of payment. Advise guest to allow 72 hours to process. 

  Thank guest for allowing me the opportunity to resolve this inquiry. 

  Kind Regards ,

  Bibi 

  Customer Answer

  Date: 11/12/2024

  [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:10/30/2024

  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 originally had bought a bedroom set from Ashelys furniture(invoice: ********* on 07/02/21) with warranty from platinum warranty services. Fast forward to 07/24 I filed a warranty service to platinum services, to which they answer and credit me for the damages. I went ahead and used this credit and purchased a different furniture (invoice: **********) and I refused to buy anew warranty from platinum services at this time, this new furniture came broken, contacted Ashleys as it was being delivered, they had agreed to send a replacement door. Door was shipped and technician replaced it, but still not fixed, technician mentioned this piece of furniture " is broken from factory", call Ashleys and have them send you a new replacement unit. I called Ashleys and they are telling me that platinum warranty services is the one that have to cover for this new furniture piece, contacted platinum and they said the warranty i had bought originally in 2021 only covers furniture from the original purchase. Called back Ashleys and they are refusing to fix the furniture and are adamant that platinum are the ones that are responsible to this.

  Business Response

  Date: 11/01/2024

  Good afternoon BBB Team -

  Thank you for the inquiry, connect with our guest Maria on phone number ###-###-####, spoke with guest and have apologized for the inconvenience. Guest is getting an exchange of the chest on sales # ********* and is scheduled at guest convenience for Saturday 11-9-2024. 

  Please consider, this inquiry resolved.

  Kind Regards,

  Bibi 

   

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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.

  August 31, 2024- bought a couch advertised at ******* with 20% off - sales associate ******** ******** promised me an elderly lady of 81 years of age the couch was 1200 with the sale price- she never gave a copy of the paper I signed - I received my first bill and at the moment realized i was scammed and the 20% never came off- all attempts to correct this error has been unresponsive from location and corporate- as an elderly person i feel like i was taken advantage of and wonder how many others Ashleys has done this too- please help

  Business Response

  Date: 10/23/2024

  Good afternoon BBB Team -

  Thank you for the e-mail, connect with guest son, and went over the inquiry. Took the opportunity to apologize to our guest for the inconvenience. We do not combine the discount with the regular finance, in this case our guest chooses the 24 months synchrony finance instead of the 6 months where the 20% discount would have applied. 

  Guest son who is handling this inquiry for his Mom now understands, the difference of the financing. Guest son requested to cancel the protection plan and was advised it will be prorated.

  To show our appreciation, we offer $100.00 compensation, going back to the card. 

  We are committed to providing winning customer service to our guest.

  Kind Regards, 

  Bib 

• Initial Complaint

  Date:08/28/2024

  Type:Sales and Advertising 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 07/21/2024, I made a purchase for a living room set for the amount of $2,345.70. The same date I went online and notice that the same living room set was $300 less in the business website. So I contacted Ashley and spoke to Lina the sales person to cancel the purchase. She told that we don’t need to cancel. That when I received the delivery they can do a price match. To come to the store so that store manager can do the price match. I went to Ashley right away. I spoke to Steven 07/25/2024 and two weeks after about the price match. He keep telling me that his doing it but nothing is being done. I want a price match. The amount I was going to paid online was $1,876.58. I didn’t canceled the order believing in the sales person Lina word. I want my price match. I want a discount for the time they make me go to the store for nothing

  Business Response

  Date: 09/03/2024

  Good afternoon BBB Team-

  Thank you for the inquiry, our store reached out again today to our guest and advised that they need to go into the store to sign the new finance authorization, for the price match, as guest finance with Synchrony. 

  The amount of the price match is $298.54, the guest is aware that the current finance promotion will move from 24 months to 12 months due to the promotion.  The total guest originally financed was $2345.70, with the price match it will reduce to $2047.15.

  Once the paperwork signed by the guest it will take one to two billing cycle to reflect on guest account. 

  All listed above will depend how quickly the guest go into the store to sign the new authorization.

  Thanks in advance for your time.

   Kind Regards, 

  Bibi 

  Business Response

  Date: 09/06/2024

  Good evening BBB Team -

  Thank you for the follow up e-mail, will like to take the opportunity to thank our guest to go into the store today and get this situation resolved.

  Our store confirmed our guest was in earlier this evening and the this has been resolved, guest was honored price match that is satisfactory.

  The guest signs the new authorization to conform the price match.

  Regards,

  Bibi

   

  Customer Answer

  Date: 09/10/2024

  [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.]
  
  Thank you Autumn Sales Manager for your professionalism and experience. She handle my concern in less than 10 minutes.  I do not appreciate Steven and Lina wasted my time. 
  
  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:07/30/2024

  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.

  Ongoing issue since 2021, the drawers continue to come off the latch Ashley refused to replace it referred me to 5 star service warranty where they tried to fix the same two drawers twice only for them to continue to come off. I reached out a third time as I was told I had 5 years and they are refusing to fix it even though its been only three years. they keep saying due to terms and condition the claim did not happen 30 days after. I am beyond puzzle as they tried to fix it in 2021 and 2023 the same issue and now July 2024 they refuse to fix it and ashley furniture is telling me there is nothing we can do. I have been telling them its damaged and im still paying for this piece of furniture which is a dresser.

  Business Response

  Date: 08/01/2024

  Good afternoon BBB Team-

  Thank you for the inquiry, our guest was denied by their protection plan due to the reasons they claimed that causes the damaged reported by the guest.  Our guest received delivery August 2021, and a couple of days later reported drawer had issues, we have replaced the tracks and the drawer in September 2021.  

  On 7-30-24 we received an inquiry that guest had an issue with the dresser drawer, we immediately ordered a onetime courtesy part at no cost to guest, but advised can self-installed or can contact an out-of-pocket craftsman to install the parts. From reviewing the guest inquiry, it is from wear and tear and not covered under the manufactured nor the protection plan.

  Please see attached parts ordered on 7-30-24 see attached order # ******* . We as a business went above and beyond to assist our guest.

  Thanks in advance for your time. 

  Regards,

  Bibi

   

   

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Only the tracks were replaced not the drawers itself as you stated. These same two drawers have been an issue since I first received them. I asked repeatedly to have the dresser replaced to no avail. If the issue with the same two drawers continues the company should have replaced the dresser or fix the inside tracking devices to correct the issue. Very dissatisfied with their continuous refusal to fix this ongoing issue while I still supposedly have two years left on a coverage that won’t fix anything. Sadly I’m still paying for a useless set of two drawers this company needs to do better as I feel bamboozked with this damaged piece of furniture. 
  
  
  
  Regards,
  
  
  
  ***** ******

  Business Response

  Date: 08/09/2024

  Good morning BBB Team-

  Thanks for the update, the response received is not accurate from our guest what was promised ordered, please see attached, we do not cover wear and tear but we always commit to provide service to our guest and have proven that we did so in this case. 

  The attached showed that the parts number we shared *******, has not ship to the guest but in transit. We are sorry and stated this was a onetime courtesy delivery was done in 2021.

  Regards

  Bibi

   

  Customer Answer

  Date: 08/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Once again the deflection continues the bottom line is I complained since day 1 they never replaced the dresser and it’s a shame to continuously complain about the same issue when clearly it’s not resolved. I was supposed to be covered for 5 years it’s been only three how is it wear and tear when I have not been able to put anything in those drawers for years. Horrible business ethic they can keep whatever piece they are attempting to mail me  so that I can pay out of pocket to fix a problem they themselves could not fix repeatedly. Never again will I purchase from this business. 
  
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/10/2024

  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.

  On Saturday, June 1st, a couch was scheduled to be delivered to my apartment. Unfortunately,the couch did not fit through the entryway of my apartment and the driver had to return the couch to the truck. Subsequently, I was informed that I would be charged a delivery fee of $169.99, a redelivery fee of $99.99, an additional $189.99 for disassembling and reassembling the couch inside my apartment, and that I would have to reschedule the delivery. I had purchased the Cashton Sofa, a $599.95 couch with the pullout couch upgrade bring my total to $880.00. The total amount of the delivery charges I was told I was owing comes to $459.97, which is over half the price of the couch itself and nearly the full cost of the couch without the pullout upgrade I requested.I find these charges unacceptable for several reasons. First, it was alleged that I refused measurement services, which is untrue. I was aware of potential difficulties due to the tight space in my current rental and would never have refused such a service due to the circumstances. This misinformation has unfairly placed a financial burden on me.Second, despite contacting multiple Ashley Furniture representatives who were polite and helpful, none were able to assist beyond scheduling the delivery and notifying me of the charges pending on my account. I was repeatedly, and understandably, told that only the Farmingdale showroom could make changes to the order. Despite three different representatives sending notes to the showroom and my direct communication with an individual there, I have not received any follow-up, only a bill.I was informed today during my call with a different Ashley representative that none of the previous representatives did anything about my case and did not send the call back request. I am frustrated and this is fraud to expect me to pay over $300 for services that I cannot afford.

  Business Response

  Date: 06/12/2024

  Good afternoon BBB Team, 

  I hope this email finds you well. We have reached out to our guest and we apologized for her frustration. We attempted to connect her with the store over the phone to have this issue resolved but we were unable to get the store on the line. We sent an email alert to the store to have someone assist her with her order. We will follow up with our guest to ensure she is being assisted. 

   

  Thank you,

  ******