Business Profile

Furniture Stores

Ashley HomeStore

Headquarters

Complaints

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

Customer Complaints Summary

304 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:07/22/2025
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.
I went into the ****** outlet store to take advantage of the 4th of July sales evenf on 7-6-25 we walked around and got some help from a *** there named laqauisha ******** who explained these deals and discounts where only available till the end of the day. We eneded up spending ******* at the store all the items we purchased had the orignal price marked out saying they where discounted substantially we bought 4 end tables model t736-3 the price on the items price was ****** and the item was ****** off for the sale for ******. We'll when there delivery person brought them he said they where a nice table for ****** so we looked and the FULL RETAIL price at ****** furniture is ****** at there retail store and there website so there advertised sign saying the products full price was ****** is a flat out lie that is ****** MORE then the full retail price of the product and at an outlet none the less we purchased 4 of these and also a coffee table t736-20 this product was ****** off the retail price they had at ****** and we paid ****** again the price at full retail from the store not on sale is only ****** so not only did we get charged ****** more then the full retail price but the false advertising saying these items where discounted off the retail price but in reality they lied about the retail and lied about it being on sale when they marked this item almost double the retail price and offered 200 off a ****** mark up over retail price. I have pictures of there signs posted where they had the model number the retail price( fake higher amount) the 100 and ****** discounts off the retail price. I have called 5 times and have been told i would receive a call back from someone but this has yet to happen was told it had to be correct by the actual store but even ****** cannot get anyone to Anwser at the store ( all 3 times) they tried calling. The amount desired reflects how much I was over charged (******) and the actual amount of advertised discount off retail 600
Business Response
Date: 07/22/2025
Good evening *** and **** *****,

We sincerely apologize for the frustration and inconvenience caused by your recent order and delivery experience, as well as the lack of pricing transparency you encountered. Please know that it is never our intention to create confusion or dissatisfaction for our guests.

Our pricing can vary daily both in-store and online, and promotional adjustments or marketing updates may occasionally result in prices appearing inconsistent. We understand how this can be frustrating, and we want to assure you that any changes are not intended to mislead or diminish the value of your purchase.

Regrettably, as per our company policy, we are unable to issue price difference refunds after delivery has been completed. That said, we truly value your business and want to ensure that your experience with us ends on a more positive note.

In light of this, we are happy to offer you one of the following options as a gesture of goodwill:

A $500 in-store credit, valid for 6 months from the date of issue, which will be sent directly to your email.
A $500 refund to your Synchrony account, which will be reflected in your balance within two billing cycles.

Please let us know which option you would prefer, and we will promptly initiate the process. If you have any further questions or concerns, we are here to help and encourage you to reach out at any time

Kind Regards,
Ashley Customer Care
Customer Answer
Date: 07/23/2025

We will accept
A $500 refund to your Synchrony account, which will be reflected in your balance within two billing cycles.
Initial Complaint
Date:07/21/2025
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 am filing this complaint due to a severely mismanaged order and lack of resolution from Ashley Home Furniture regarding a King *** I purchased on June 7, 2025 (Order #*********), totaling over $2,000.Despite two delivery attempts, I still do not have a complete or undamaged bed. The first delivery included a cracked headboard, which the delivery team attempted to dismiss. I had to refuse the delivery after contacting Ashley Corporate. The second delivery included a headboard in good condition, but the delivery team caused significant damage to my custom front door and failed to deliver all necessary parts, making the bed *********** addition to the damaged product and property, the delivery team left trash and debris on my property. *** since had to purchase and assemble a temporary bed frame to accommodate elderly family members visiting, incurring additional costs and inconvenience.Ashleys response has been dismissive and inaccurate. They referenced a refund issued on June 9, 2025, for $770.39 but that refund was for a separate chair order that was cancelled the day after purchase due to sizing issues. It has nothing to do with the bed order in question.Ashley has now scheduled a third delivery attempt for August 5, 2025 nearly two months after the original order, but I no longer have confidence in their ability to deliver a complete, undamaged product. I have endured:Two failed deliveries A damaged product Property damage Additional out-of-pocket expenses Two partial PTO days in order to accommodate deliveries that were not successful Lack of timely communication or resolution Significant inconvenience and stress Resolution Requested:I am requesting a 75% refund for the King *** order due to the repeated failures, property damage, and lack of accountability. I believe this is a fair and necessary resolution under the circumstances.
Business Response
Date: 07/22/2025
Thank you for bringing this matter to our direct attention. Unfortunately, this guest is not in our database. Please forward the guests info to the appropriate licensee.

Kind Regards,
Regeena
Customer Answer
Date: 07/25/2025

I am rejecting this response because:
I have attached both the receipt as well as a copy of the order that confirms the order number and date as indicated in my original complaint filing to prove I am in fact a legitimate customer. What a way to add insult to injury. Quite a disappointing response from Ashley.

Business Response
Date: 07/25/2025
We are sorry to hear about the unfortunate experience the guest has had, the attached correspondence from the guest indicates that this was purchased from a different Ashley licensee. As each Ashley HomeStore is independently owned and operated, we are unable to assist the guest with her concerns as this is not the appropriate licensee. Please contact Ashley corporate at ************** to ascertain the appropriate licensee to contact for further assistance.
Very kindest regards,
Initial Complaint
Date:07/18/2025
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 bedroom set from Ashley Furniture for around $2,000. When it was delivered, two major piecesthe chest of drawers and the dresser, which together cost approximately $1,200arrived broken and damaged. We didnt even get the chance to enjoy the furniture before discovering the damage. It was completely unacceptable.Before speaking to a real person, we were forced to deal with an AI bot that kept looping, asking for our phone number repeatedly without connecting us to a human. Once we finally got past that, we were continually misdirected to warranty claims, even after clearly explaining that the furniture was delivered damaged, not something that broke later on. This completely delayed any actual help and added to our frustration.When we did finally reach customer service, we were passed between departments, stuck on long holds, and had to explain the issue over and over again. No one took responsibility, and the process felt designed to exhaust us into giving up. After all that time and frustration, we were finally offered a resolution keep the broken furniture and $70 -- a laughable amount compared to the value of the damaged furniture and the time we lost trying to get help.This experience has been incredibly frustrating, disrespectful, and disappointing. Ashley Furniture needs to take ownership of this situation and replace the chest of drawers and the dresser with undamaged, identical piecesnot offer a token refund or partial credit.We paid for quality furniture and a smooth experience. What we got instead was stress, wasted time, and broken furniture that never even got used. Ashley Furniture, do the right thing and make this right.
Business Response
Date: 07/19/2025
Good Afternoon Team,
Thank you for bringing this to our attention. The following guest is not under our licensee. Please forward to the appropriate licensee.
Initial Complaint
Date:07/16/2025
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.
Made several attempts to correct a problem w a recliner. They sent a repair man Came twice to correct problem Didnt fix. I called many times They refused to come again I have to place a pillow under my head to sit In the recliner I have 4 more recliners in the house No problem with them!!Stopped in store. Was told they didnt handle warranties ************* in **. Many times
Business Response
Date: 07/07/2025
We are to look into your concerns. Unfortunately, we unable to locate a sale with the consumer information provided.
Please provide the sale number or the contact information used for the original sale, to confirm it was one of our store locations.
Thank you
Business Response
Date: 07/16/2025
Good afternoon,

We sincerely apologize for the frustrations that the guest has experienced with his recliner. Regretfully we are unable to approve the requested return, however we have approved one time courtesy reselection exchange of the recliner, and we welcome the guest to come in store to select anything else he wants. We are here to assist in any way we can and answer any questions he may have.

Kind Regards,
Ashley Customer Care
Customer Answer
Date: 07/16/2025

I am rejecting this response because:
Im not satisfied w Ashleys response
been calling for over a year
made a feeble attempt to repair
refused to make further repairs
Business Response
Date: 07/16/2025
Good evening,

We appreciate your response. Further repairs have not been offered because we have bypassed the repair process and approved an exchange of the recliner. All we ask is that you visit your local store to select a new item, and we will get a delivery scheduled to you from there. You are more than welcome to reach out to us with any questions you may have about the exchange process. We are happy to help in any way we can.

Regards,
Ashley Customer Care
Initial Complaint
Date:07/12/2025
Type:Customer Service 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.
To Whom It May Concern,I am writing to formally request a full refund for a mattress and mattress cover purchased from Ashley Furniture on ***********************************, ***************I initially placed an order for a specific mattress through my salesperson, *******. Unfortunately, she ordered the incorrect mattressone that was several hundred dollars more than the model I selected. ******* acknowledged this was her mistake.Despite multiple phone calls and follow-up attempts, I did not receive any return communication from the store. I repeatedly asked to speak with the district manager and was consistently denied, often in an unprofessional and dismissive manner. This treatment prompted me to escalate the issue to your corporate office, where I expressed my concerns.Following this, I was offered an exchange for the correct mattress. However, when the delivery was scheduled, I was informed that the replacement mattress had failed inspection and could not be delivered. After taking time off work a second time, I was left without a mattress, further compounding the inconvenience and frustration.Given the unprofessional conduct, lack of accountability, and repeated inconvenience, I have decided not to continue doing business with this location. I am requesting a full refund for both the mattress and the mattress cover, which I was required to purchase in order to qualify for the 90-day return warranty. My 90-day return window is still valid, and I have made every effort to resolve this matter amicably.I am enclosing a copy of my receipt and a message confirming that I declined to accept the incorrect mattress.I appreciate your prompt attention to this matter and expect a full refund to be issued immediately. Sincerely, ******** *********
Business Response
Date: 07/12/2025
Good evening,

Thank you for bringing this matter to our attention.

Following a thorough review of Mrs. ********* account, we must respectfully uphold our decision to deny the return request. As outlined in the terms and conditions agreed to at the time of purchase, returns are not permitted once delivery has been completed. Additionally, mattresses are not eligible for exception-based returns.

In an effort to resolve the matter and correct a sales error associated with the original order, we offered Mrs. **************** one-time exception to facilitate an exchange for the correct mattress. However, our records, including notes from our representatives and communication history, indicate that Mrs. ********************** to cancel this exchange on June 5th. While we acknowledge her decision to cancel, this does not alter the orders ineligibility for return under our policy.

At this time, Mrs. ************************ to have the following options:
Proceed with the mattress exchange to receive the originally intended product.
Accept one of the compensation offers previously extended: a $250 refund or $500 in-store credit.
Retain the current mattress and remain eligible to utilize our Comfort Guarantee.

We truly regret any frustration this situation has caused Mrs. ********** Please be assured that we have acted in accordance with our established policies and with a sincere commitment to customer satisfaction. We remain ready and willing to assist Mrs. ***************** selecting the resolution that best suits her needs.

Warm Regards,

Ashley Customer Care
************
Customer Answer
Date: 07/16/2025

I am rejecting this response because:
To Whom It May Concern,
I am writing to express my deep dissatisfaction with your response to the issue regarding our mattress order. At no point has there been a sincere effort on your part to resolve the matter appropriately.

As clearly acknowledged in the second paragraph of your own response, this was a sales error. ******** the sales associate who assisted us, mistakenly ordered the wrong mattress and has taken full responsibility for that error. Despite this, one incorrect mattress was delivered to my home, and it is not the mattress we selected or agreed to purchase.
This mattress is significantly affecting our sleep quality and physical well-being. I conveyed this to ******* multiple times, particularly when she suggested we try the incorrect mattress for one month. I clearly stated to her 2 days after the mattress was delivered that our backs could not tolerate it, and that continuing to use it would only make matters worse.

I am requesting immediate resolution, including the removal of the incorrect mattress and a full refund.

To make matters worse, I was treated rudely and unprofessionally during the few communications I did receive. This has only added to my frustration and made it clear that continuing to work with Ashley Furniture is no longer an option I am willing to consider.

Given the circumstances of your error, I expect the incorrect mattress to be picked up and a full refund to be issued without further delay.

Business Response
Date: 07/17/2025
Good afternoon **** *********,

Thank you for your response. We want to assure you that we fully understand and respect your perspective regarding this matter.

After a thorough review, we must reiterate that, per the signed terms and conditions of the purchase, a return is not an available option for this order. However, we remain committed to finding a resolution that supports your satisfaction within the framework of our policies.

We are more than willing to proceed with an exchange to deliver the correct mattress to you. Alternatively, the compensation options previously presenteda $500 in-store credit or $250 refundremain available for your consideration.

We are eager to work with you toward an agreeable outcome and are here to assist in facilitating your exchange, should you choose that route.

Please dont hesitate to reach out with any further questions or to let us know how you would like to proceed.

Kind Regards,
Ashley Customer Care
Initial Complaint
Date:07/03/2025
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 KITCHEN table at Ashley's on March 21, 2025. It was delivered about 3 weeks later. The sales representative knew that our kitchen was being remodeled and we wouldn't be using it for a few months. It was stored in my conditioned garage and when we were able to move it in to the house we noticed it was defective. We paid $160.00 for a warranty at purchase. After contacting the warranty company (*****************) they denied the warranty claim. In addition after contacting Ashley's they have denied the warranty as well. The table has never been used other than a water bottle sat on it and caused 2 round water stains that will not come up. However, the table itself has a manufacturer defect in respect the laminate is already bubbling up and obviously will deteriorate quickly even more. This is outrageous and obviously this table is not meant to be a KITCHEN table at all and Ashley should not sell it as a KITCHEN table! The warranty I paid for is nothing but a scam even though they are suppose to cover any and all stains they have refused.
Business Response
Date: 07/07/2025
Dear BBB Representative,

Thank you for the opportunity to respond to Mr. ********** concerns.

We sincerely regret the experience the guest has had and appreciate them bringing this matter to our attention. After reviewing the complaint and documentation, we reached out to the guest directly to discuss a resolution. We were able to speak with the guest by phone and had a productive conversation.

While we are unable to approve an exchange at this time, we explained that our process begins with a restoration attempt, as is standard with service-related issues. The guest was understanding and agreed to allow a master craftsman to come out and perform an in-home assessment and repair.

Should the restoration be unsuccessful, we will be happy to re-evaluate next steps, which may include an exchange if appropriate.

We are currently in the process of assigning a coordinator to schedule the service visit, and we will continue to monitor the situation to ensure resolution.

Please feel free to contact us if any additional information is needed.

Best regards,
Ashley Customer Experience
********************
************
Customer Answer
Date: 07/16/2025

I am rejecting this response because:
Hello,

I am writing you in regards to case # ********.

This case was closed prematurely for the following reasons...

I received a phone call from ***** that works for Ashleys Furniture that handles cases like mine. Phone number ************, option 2. In that conversation she clearly indicated Ashleys would handle this matter to my fullest satisfaction. The first step she said they would send a Master wood worker to my home right away to try to repair the table. And if they could not repair the table, they would surely replace it. After more than 10 days, no one has called, texted or emailed me in regard to this promise.

In addition, I have nothing in writing from Ashleys guaranteeing me they will do this repair/replacement or when they will do it. Speaking with an Ashley repair representative at the ******* store where I purchased the table, he indicated I am on no schedule to be repaired, and he could not give me any expected date. This is unacceptable!
This is why I am requesting this case be reopened until Ashleys responds in writing what their real intentions are. I need some sort of deadline or timetable.

Thank you for your consideration.

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

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

Business Response
Date: 07/16/2025
Good afternoon ***,

We sincerely apologize for the delays in the service for your table. We completely understand how frustrating this must be for you. We can assure you that your service ticket has been assigned to the service management team, and they are fully aware of your situation. Your ticket has been clearly marked that you are to be the next contacted as soon as a date becomes available for the service technician assigned to your area. We understand that the delay is frustrating but we want you to know we are keeping a very close eye on your ticket so you can be scheduled as soon as possible. We truly appreciate your patience with us, and we will be in touch again soon.

Kindest Regards,
Ashley Customer Care
Customer Answer
Date: 07/16/2025

I am rejecting this response because:
They have NOT resolved the situation with my ******* table. They have made promises with no deadline of fulfilling their promises.This is unacceptable. People need a kitchen table in their homes.
Business Response
Date: 07/17/2025
Good evening ***,

We sincerely apologize for the delays in the service for your table. We completely understand your frustrations. We assure you that your service ticket has been assigned to the service management team, and they are aware of your situation. Your ticket is clearly marked that you are to be the next contacted as soon as a date becomes available for the service technician assigned to your area. We understand that the delay is frustrating but we want you to know we are keeping a very close eye on your ticket so you can be scheduled as soon as possible. We truly appreciate your patience with us, and we will be in touch again soon.

Kindest ************************************************
Initial Complaint
Date:07/01/2025
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.
Ordered set of tables 3..cocktail tables and 2 matching end tables. We were told of the delivery date for everything, except the 2 end tables, which were scheduled for delivery the following week. Well that day came and went, no tables..so I called general manager ******* ********, and he said he would look into it and call me back. Well a couple weeks later I called him back, he said I could try to find them from another vendor, or pick something else out. Well this was a MATCHING set of distinction, that would not have matched anything else. So he said, that it would be safe to say that I am not going to receive the tables we paid for, so I said that just refund the 3 tables. He said he could not, as we had accepted delivery on the cocktail table. Well I said we accepted it as a set thinking our other tables we on their way. Well he said I would have to eat the other table, as they would not accept it. I guess it would be hard for him to sell it as a stand alone. Well I dont see it that way as I feel we were duped into buying a table they knew was discontinued, knowing the full time that the other tables did not exist. He offered refund on the other 2 tables, so I have a table that I cant use at $441.17
Business Response
Date: 07/01/2025
Good evening ****,

Thank you so much for bringing this matter to our attention. We sincerely apologize for the frustrations caused by your purchase experience. It is never our intention to affect you in this way. We sent you an email earlier today pertaining to your purchase, and the tables. We have pasted the same email here. Please reply directly to the email, or give us a call, should you have any questions. We appreciate your attention to this!

Good afternoon ****,

We are so sorry to hear that your cocktail table won't match the yet to be delivered end tables. As you are aware, an exchange or return once delivery has been accepted is not an option per the terms and conditions signed at the time of purchase. We are reaching out to offer the following resolutions in consideration of this:

- A $90 in-store credit to keep the table "as-is." This credit would be valid for 6 months from the date of issue.
- A $50 refund back to the **** card used on the purchase to keep the table "as-is."

Please let us know which option you would like to accept, and we will provide the next steps from here. Please don't hesitate to let us know if you have any questions.

Kind Regards,

Ashley Customer Care
************
Customer Answer
Date: 07/01/2025

I am rejecting this response because:I will not accept store credit for anything, as I will never purchase from Ashley again. And, cant accept $50 credit on my card, because the card is now inactive. Account closed! Furthermore, I should not have to pay for their mistake..any other business would accept responsibility and do the right thing and refund the table. But I guess after 12 plus years and 50k of furniture purchased from Ashley, I can see their true colors. Totally unacceptable!!!

Business Response
Date: 07/01/2025
Good evening ****,

Thank you so much for your response. While we are unable to offer a return and full refund for the table, we are happy to offer you a reselection exchange so you can select a new table that better suits your needs. We are waiving the standard 10% restocking fee as a one time courtesy, but a new delivery fee will apply unless you select to pick up the order. Please let us know if this is agreeable to you, and we will begin the process. Please don't hesitate to let us know if you have any questions.

Kind Regards,

Ashley
Customer Answer
Date: 07/01/2025

I am rejecting this response because: I see you are unwilling to accept the fact that you screwed up my order. I dont want the table, dont want your refund. I will never set foot into any of your locations ever again. You can mail me a check for the tables I purchased and did not receive for $735.32 plus tax. I do intend on seeking legal council, as I think you knew that those tables were a unicorn, and you needed a sucker to unload it on, as you could not sell it as a stand alone. Anyways you will hear from my attorney, as we had a contract and you failed to honor it. I promise you this ..you will wished you had done the right thing when this is over.

Business Response
Date: 07/02/2025
Good afternoon,

We sincerely apologize that we have fallen short on meeting your expectations. We have offered you a reselection exchange to allow you to select new tables that would work better for you. We will leave this option open for you should you choose to accept moving forward. Additionally we have submitted a cancellation request for the tables yet to be delivered. The Homestore will process the cancellation, and contact you ASAP to confirm. Please don't hesitate to reach back out if we can be of further assistance.

Thank you.
Customer Answer
Date: 07/02/2025

I am rejecting this response because:
Just refund the 2 Norcastle end tables that we ordered and never received, and need to be refunded back to my credit card that we purchased them with. I originally thought I had used a different credit card, but looked it up and credit card is current. So just refund it please!!! WE HAVE ORDERED REPLACEMENTS FOR THE 3 TABLES FROM WAYFAIR..
Business Response
Date: 07/03/2025
Good afternoon,

A cancellation request has been submitted to the store. They will cancel the open order, and contact the guest within ***** business hours to confirm, and discuss the refund process. We consider this matter closed as we have addressed all concerns. We welcome the guest to reach out to us directly if he requires further assistance.

Regards,
Initial Complaint
Date:07/01/2025
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.
My husband and I purchased a twin extra long tempurpedic mattress to go along my twin extra long mattress. They delivered a regular twin sized mattress. It is 5" too short, his feet hang off, and the sheets are loose.I have personally called their customer service number 3 times, starting day of delivery. My husband has been to the store twice with no resolution and empty promises to resolve this problem.
Business Response
Date: 07/01/2025
Good afternoon. Thank you for sending this over. We sincerely apologize for the guest's experience. However it appears that this guest purchased with a different licensee, and we do not have access to her account in our location. We encourage the guest to reach out to the correct location for further assistance. Thank you.
Initial Complaint
Date:06/19/2025
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 2 glider chairs from Ashleys and upon the 1st attempt to deliver one was damaged so I refused both. A new chair was ordered and delivery confirmed and received. Within 2 wks of the chairs being in my home with minimal use; the chair started detaching. I literally went to the store, they gave a number to call. It was repair and didnt have any record of the order. I call the store on several occasions, spoke to the sales **** corporate office and a gentleman by the name of ****. I either got a referral to repair, rudeness from corporate Supv and a broken promise of reassurance of a resolution. Reluctantly, I scheduled a repair since they told me they could not be returned because it was beyond 3 days and reselection was not an option. The repair guy came to my home to repair the one chair but discovered that the other chair was also seperating. He stated that they could not be repaired and he would document his findings. Moreover, someone would contact me; I have heard nothing despite my numerous attempts to speak to someone. All of my calls go to voicemail despite the various times I call. I leave a message but no return call.
Business Response
Date: 06/19/2025
Good Afternoon, Thank you for bringing this matter to our attention. This guest is not ours, they may be under a different licensee.
Initial Complaint
Date:06/16/2025
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.
Order placed on 05/10/2025, order number *********, ordered on Ashley store address: ***************************************************. When we don't want to purchase the boxes at first, but the sales told we might need those for mattresses, and promise us, if we change mind we could refuse the delivery at the time of arrival, but in reality, we were not allowed to do so when the delivery was made.After that, we visited the store multiple times to request a return, but got nowhere the store staff said they were unable to process returns.They only gave us a case number ********, and despite multiple attempts to call Ashley's customer service, we never received any response.Right now, we only have a case number, but the issue still hasnt been resolved at all. I dont need those boxes, but Im also unable to return them.
Business Response
Date: 06/16/2025
Dear Better Business Bureau,

Thank you for forwarding Mr. ***** concerns to our attention.

After reviewing the details, we found that the purchase in question was made at the Ashley location at ***********************************************, which is not part of the Broad River Retail organization. As such, we are unable to offer assistance on this matter.

We kindly recommend forwarding the complaint to the appropriate Ashley licensee responsible for that location so they may address it directly.

Sincerely,
Ashley Customer Experience
************

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