Complaints

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

close

Find a Location

Ashley HomeStore has 34 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ashley HomeStore

  2901 Lakemont Blvd Fort Mill, SC 29708-0137

  
• 

  Ashley HomeStore

  5345 South Blvd Charlotte, NC 28217-4117

  
• 

  Ashley HomeStore

  2201 US Highway 70 SE Hickory, NC 28602-5165

  
• 

  Ashley HomeStore

  430 E McCollough Dr Charlotte, NC 28262-3426

  
• 

  Ashley Furniture HomeStore

  1508-B W.O. Ezell Blvd Spartanburg, SC 29301-2616

  

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:03/06/2025

  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.

  This is to expose scam run by Ashley furniture stores through broad river rental warranty.I brought sofa,loveseat,chair,coffee table from Ashley in 2021, they coaxed us into taking their diamond care warranty.We had some damage on 3 pieces of furniture mid Feb so filed 1 claim on 21st. It was denied saying its bundled. Please note the clause G in screenshot 1 (important later).On 24th, I filed claims on each.All 3 claims were denied. I called their support & was picked up by a lady who had difficulty communicating,I asked her why the claim was denied.Her response was-based on your pictures,claim is denied. I asked her why but She couldnt say any other line beyond that & transferred me to supervisor.He said claim was denied because it was glue, staple or seam coming off. I said its none of that & then he said buttons are not covered.I said no buttons on my couches.His story changed to-dont cover decoration.I said there is no decoration on sofa & the piece coming off exposes the wood. He said he doesnt care, its not covered.Then he picked on coffee table.I pointed him to the screenshot from Ashley on coverages stating cosmetics are covered.He said he doesnt consider nail polish remover as cosmetic.Please note the clause G in screenshot 2 (important later). I pointed him to the fact-Under Federal Food, Drug, and Cosmetic Act (FD&C Act), nail products are regulated as cosmetics [FD&C Act, section 201(i)]. He again said he doesnt care.He then started laughing and mocking me and transferred me to a supervisor who disconnected the call.I had the patience and courage to talk boldly to their support though they mocked me.Most of the time warranties are taken by older folks who might not understand the scam.Its pity a huge furniture business as Ashley would partner to scam people out of money! This needs to be addressed, please help make people aware of this scam.Note screenshot of how the clause changes in terms based on what customer files.

  Business Response

  Date: 03/11/2025

  Thank you for bringing this matter to our direct attention. We have attempted to contact the guest to work toward a resolution by leaving a voicemail and sending the guest an email to ********************************. Once we have made contact and settled on an agreement, we will  respond with an update.

   

  Kind Regards,

  Regeena

• Initial Complaint

  Date:02/28/2025

  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.

  Fabric is balling and we only had since June 2024.

  Business Response

  Date: 03/02/2025

  Hello! 
  
  Thank you for reaching out regarding *** and Mrs. ******* concerns. We sincerely apologize for any miscommunication and any inconvenience caused by the warranty coverage details provided. While pilling is not covered under the manufacturers warranty, we understand the guests frustration and want to make things right.
  
  As a gesture of goodwill, we have approved a $200 compensation for the guest. We hope this helps address their concerns and demonstrates our commitment to customer satisfaction.
  
  Please let us know if any further information is needed. We appreciate your time and assistance in resolving this matter.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/26/2025

  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 suite in July. The drawer under the bed is sticking and doesnt move . I called in January as it was covered by the store for a year. I was told to wait for the parts to come and call back. They arrived in early February. I called to schedule the repair and was told they had no schedule and to call back the following week. I did and was told there are no repair schedule available and I would get a call back. No call so the following week I called again was told the same. My husband went to the store last week and was promised that someone would call and that we would get a partial refund for our trouble. Its been another week and no call. It is now a month of not getting any repair scheduled. I need this to be fixed or exchanged for a new bed.

  Business Response

  Date: 02/27/2025

  Hi there!

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience this has caused. We have scheduled your service repair for the earliest available date, Saturday, 3/1/2025.
  Within the next 24 hours, you will be contacted by the technician with an estimated timeframe for the repair. We appreciate your patience and understanding, and we are committed to resolving this matter as quickly as possible.
  If you have any further questions or concerns, please feel free to reach out to us at ************************************* or at ************.

  Kindest regards,

• Initial Complaint

  Date:02/26/2025

  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.

  Purchased furniture and the furniture protection plan November 2021. We attempted to submit claim for damage done on our coffee table only to be told since we are no longer within that state and are unable to get to that store. They are unable to help us. In reviewing the 2 pamphlets the store provided, none of it states we need to be in that location. I live within 1 mile of another Ashley store in my new state and are unable to get a replacement here. Additionally, we knew there was a potential for moving with our job and the salesman indicated it could be used anywhere. I'd like a full refund of the warranty amount or replacement of my coffee table.********************

  Business Response

  Date: 02/26/2025

  Dear BBB Representative,
  
  Thank you for reaching out regarding this complaint. We would like to clarify that the complaint has been directed to the incorrect Ashley licensee. The customers purchase was made in ********, and as such, this matter should be addressed by the appropriate Ashley licensee operating in that state.
  
  We kindly request that you redirect this complaint to the correct Ashley location in ******** so they can assist the customer accordingly. Please let us know if you need any further clarification.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/17/2025

  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 brown wood bed frame from Ashley Home Furniture Outlet Store on August 1st, 2024. When I received the package, the wood inside was splintered and broke. I contacted the company and was able to order replacement parts. I had the bed frame until January 2025 when it broke when one of the side rails splintered (photos attached). I chatted with the Company's chat feature of their website and they agreed it was not my fault, and they ordered me replacement parts (order #*******) on January 12, 2025. They told me that the order would be shipped within ***** days, and that a tracking number would be texted to me. 10 days later i chatted them again, when they told me I was lied to and that they don't even have the capability of texting me. I have since checked weekly for an update. on 2/7/2025, i checked again and they said they had an order number, but that it would not be able to ship or be delivered until the end of March 2025. I asked if i could pick up the parts from the warehouse and they said they would check and call me back in ***** hours. I never heard back. Today, 2/17/25, I checked again and they said there was still no update and that they needed to check with the warehouse and that they could call me back in ***** hours. Ultimately, I purchased a bed frame that I expected to use, and I have not been able to for months due to a manufacturers defect that the Company said they would fix. It is unfair to me as a customer to purchase something, and have the company give me a run-around for months to get a resolution. They will not help me, have lied to me multiple times, and I am demanding a refund from them for the product I purchased that they are unwilling to make me whole for in a reasonable amount of time.

  Business Response

  Date: 02/18/2025

  Good Afternoon,

  Thank you for bringing this escalated matter to our attention. We have approved this guest for an even exchange for the entire bed which is scheduled for the first available date of 2/26. We have attempted to contact this guest to advise and left a detailed voicemail.

   

  Kind Regards,

  Regeena

• Initial Complaint

  Date:02/17/2025

  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 a dining table set has delivered on 3rd attempt with defect.I called customer service and they said they don't have any appointment yet.Then I called the sore at Gleenwood ashley and contacted a manager and sent an email with defective picture. Store manager said some will call me following week for an appointment to fix the defect.Its almost 10 days no call received.Then I called back to store and they said its a 3rd party to provide the service and they can not do anything.I am not sure why I have to wait for 3rd party call, I bought product from Ashley.I need help to address this issue.Their customer service is not much helpful.

  Business Response

  Date: 02/17/2025

  Good evening, 

   

  We sincerely apologize for the frustrations and inconveniences the guest has faced with the table and subsequent service. The service repair has been scheduled for the first available date of 3/8, and a confirmation email was sent to the guest's email address on file earlier today around 3:30 p.m. They will receive a text two days prior to the appointment with their assigned timeframe. In the meantime, we encourage the guest to contact us if we can assist further with anything else.

• Initial Complaint

  Date:02/16/2025

  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.

  The table set that i received was damaged. The delivery driver, told my son to sign the documents for an exchange which was a lied. Now I'm stuck with furniture that's damaged because of the lie that the driver told to my child about signing for a replacement. This is the first time I have every bought anything from this store. I'm not asking for money back, I only want an exchange. They will not exchange the furniture after being notified on same day of delivery about the damages. I dont want a $200 store credit nor a refund of $150.00. I want what i paid for. This went from having an awesome experience to a nightmare. I only want an exchange.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out regarding Mrs ******* concerns. We sincerely apologize for any misunderstanding during the delivery experience.
  
  We are pleased to inform you that we have approved Exchange #********** for your table and three chairs. Your exchange is tentatively scheduled for February 22, 2025. We will follow up closer to the date to confirm the delivery details.
  
  If there are any further questions, please feel free to contact us at ************. We appreciate your patience and look forward to resolving this.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/14/2025

  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.

  We had furniture delivered that the drivers knew was damaged and they deviously masked it and got my wife to sign for the delivery. When we realized the recliner was dropped and destroyed on the inside, we called immediately and now they are dragging their feet on replacing the chair because we signed for it. The drivers should have told us they broke the chair and not delivered it.

  Business Response

  Date: 02/15/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address Mr. *********** concerns regarding their recent furniture delivery.
  
  Per our policy, once furniture is accepted into the home, it is eligible for service through our Master Craftsman team rather than an immediate exchange or return. In this case, the guests recliner was reported as damaged after delivery, and we have since ordered the necessary parts to restore the item. If the recliner cannot be fully repaired after this service attempt, we will proceed with an exchange.
  
  We remain committed to assisting the guest and ensuring a satisfactory resolution. Please let us know if any further information is needed.
  
  Best regards,
  Ashley Customer Experience

  Customer Answer

  Date: 02/15/2025

   
  I am rejecting this response because:
  
  Delivery people were deceptive when they delivered the piece knowing it was broken. This is not a circumstance where policy comes into play due to dishonesty.
  

  The master craftsmen said himself, There is no way the delivery people couldve delivered this piece without knowing it was broken 

  What I am hearing from You is that as long as the drivers get a customer to sign for the goods its ok to lie cheat and steal to do that and I have 0 recourse to get a new piece like I paid for?

   

  
  

  Business Response

  Date: 02/16/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address this concern. We sincerely regret any frustration the guest has experienced regarding their delivery and the condition of their furniture.
  
  To resolve this matter, we have approved Exchange #**********, with a tentative delivery date of February 25, 2025. We appreciate the guests patience and look forward to completing the exchange.
  
  If there are any further questions or concerns, please let us know.
  
  Best regards,
  Ashley Customer Experience

• Initial Complaint

  Date:02/10/2025

  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 an item, said delivery is within 5 to 6 weeks when on the check out screen it said by Thursday.I contacted *** within 30 minutes of order to cancel. *** told me I couldn't until the next day. Contacted them the next day and the delivery track said:Order ************ Feb 9, 2025 $370.99 *************** Table with Lift Top *************** Table with Lift Top Item #: T468-00 Qty. 1 *********************** Delivered on Jan 1, 1901 ************ *** also bewildered and unable to cancel then tells me its shipped and on the way.This is absolutely pathetic. Cancel my order and give me a refund. ASHLEY FURNITURE are scam artist.

  Business Response

  Date: 02/10/2025

  Good evening. It appears that this customer is located in *****, and is a guest of a different licensee. They are also reporting issues with a direct ship online item. We do not have access with direct ship items. Guest will need to reach out to Ashley Furniture directly at ************ or via the chat function at **************************************************

  Customer Answer

  Date: 02/11/2025

   
  Fair enough.

  Best,

• Initial Complaint

  Date:02/05/2025

  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 wife and I went out looking for a couple of couches roughly 18 months ago and found a love seat couch and another one that sits three for our living room. The sales team was really nice and helped us find everything we wanted, including a warranty. Well, you know what did me in? That's right, the warranty. If something spills, it's covered. If something rips, it's covered. If something breaks, it's covered. If they can't fix it, they will replace it.Well, apparently not. I called their 5 ************ to submit my claim. The third-party company came back and stated the claim was not within their warranty. This is where I got upset. I called the 5 ************, which is the name of the company, and asked why this was not covered. They stated the rip throughout the liner was not in the scope of the warranty and they couldnt see any damage from the wood on the side since its in the lining. Then, I decided to call Ashley Home Store customer support. They were polite and looked into the matter. After submitting more pictures to their support team, they determined that the wood damage could be fixed by sending someone out to my house to fix that section of the couch. However, they wouldn't be able to fix the lining of the couch because it is not in the manufacturer's warranty. This lining is the only thing that holds up the area in which you sit and is the main issue.The support team said they couldn't help. They stated in five years you will have 400 dollars to spend since it can't be replaced. I won't be going back to Ashley Furniture again. I feel my wife and I were manipulated at the store into buying furniture that is frankly not worth the money because we were guaranteed that our couches would be fixed if there are any damages. It seemed like a good deal considering we didn't expect anything to happen to our couches. I feel this needs to be shared with other potential customers. ****** ******************** stores lie to their customers, check their store reviews.

  Business Response

  Date: 02/07/2025

  Good afternoon, 
  
  Unfortunately, we are unable to assist with claims made through extended protection plans. The guest will need to work with the team at the extended protection plan directly for further assistance in filing a claim. 
  
  Because this item is no longer covered by the manufacturer warranty, we are unable to assist with filing a claim through the manufacturer warranty. If a claim is made for an issue covered under the warranty while the warranty is still valid, we can assist with service on the item. 
  
  We have provided the guest with information to pay for the item to be professionally restored if they would like to go that route.

  Thank you, 

  Ashley | Customer Experience Team? 
  
  

  Customer Answer

  Date: 02/08/2025

   
  I am rejecting this response because:
    This item is still under manufacturer warranty, and the sales team at your Ashley Furniture store stated if there was any damage that it would be either covered by the manufacturers warranty or through the extended plan. There was no mention that the ***** had exceptions to its coverage. And if there are then you were sales team is misleading customers. Looking through your reviews online there are multiple one star reviews for this exact reason.

  Business Response

  Date: 02/08/2025

  Good afternoon,

  We have reviewed the rejection and sincerely apologize for the overall experience. We are working to provide additional options to *** resolve the customer's concerns. The specifics of the coverage under the Limited Manufacture's Warranty is listed on the ***** Furniture website, *********************************************************** to review. The details of the policies for the purchased ************ plan are provided by the independent company.

  If you have any additional questions or concerns, please email **************** or call our ****************************** at ************. Agents are available to assist you on Mondays - Saturdays from 8:00 AM - 7:00 PM.

  Warm regards,
  Ashley | Customer Experience Team
  

  Customer Answer

  Date: 02/08/2025

   
  I am rejecting this response because:
  This response does not help me in any way other than to state that the company is not liable for your companies deception in how your sales team operates. You then push the complaint down to well just review our policies. As the customer, I expect more and feel that the company should honor their protection plan.