Complaints

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:

  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 hope this message finds you well.I am writing to formally express my frustration and disappointment with the warranty service associated with our furniture purchase from Ashley Furniture. As detailed in the correspondence below, this experience has been far from satisfactory.We purchased our furniture as a complete set and opted to include the warranty coverage for peace of mind. Unfortunately, this has not been the case. This is now the fourth time weve had to request repairs, and weve recently been informed that the necessary parts are no longer available. While we appreciate the credit issued to replace the loveseat, this solution leaves us with a mismatched set, which defeats the purpose of having purchased a coordinated set in the first place.When we initially invested in this furniture, it was with the expectation of quality, durability, and cohesive design. The current outcome is not only inconvenient but also disappointing, especially considering the time and effort weve already spent trying to resolve these issues.I urge you to review the conversation history below to fully understand the extent of the inconvenience weve experienced. I sincerely hope you can offer a more appropriate resolution that reflects the value of our original purchase and restores our confidence in both Ashley Furniture and your warranty provider.I look forward to your prompt response and a resolution that makes this ********** regards,*********** ***** ************ Ashley Order ************ for reference of my purchase We are pleased to inform you that your claim has been reviewed and validated for further service. Unfortunately, your damaged furniture cannot be repaired or replaced as it is discontinued. However, ********** has partnered with Ashley Online to provide you with credit for the damaged item(s).

  Business Response

  Date: 06/25/2025

  Guest did not purchase in any of our store locations. Purchase was made online.  Guest will need to reach out to Ashcom customer service as we do not have access to their database, nor guest order.  Guest needs to contact 866-436-3393. Please send to correct licensee.
  
  

• Initial Complaint

  Date:06/24/2025

  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.

  In April 2025, I purchased furniture from Ashley Furniture in ******, **. I was clearly told by the sales associate (****) that the remaining $2,000 would be financed through ******* in 6 equal monthly installments. Based on this verbal assurance, I agreed to proceed with the financing.However, when I reviewed my Fortiva account, I discovered that it was not a fixed installment plan. Instead, it was a revolving credit account with a *****% APR, a $99 annual fee, and variable monthly payments. Interest was applied immediately, even though I made payments on time. These financing terms were never disclosed to me at the time of sale.I returned to the store and spoke with both **** and the store manager, but neither were able to offer an explanation or a solution. In order to stop further interest from accumulating, I paid off the entire remaining balance early. In total, I paid approximately $2,154, which includes over $150 in interest and fees that I never agreed to.I have also attached my sales order (Order #: 277G120816, Document Date: 04/06/25). The full purchase amount was $2,524.89, of which I paid $524.89 with a credit card ending in 1220, and the remaining $2,000 was financed through ********This was a clear case of misleading financial information, and I feel I was misled at the point of sale. I am requesting a full refund of the interest and fees charged as a result of this misrepresentation, and I urge Ashley Furniture to review how financing is being presented to customers.

  Business Response

  Date: 06/27/2025

  Spoke with guest and informed that the amount for the $2000 was singed ad agreed upon at time of sale. we have no way on knowing how much his bills will be monthly. We only send Fortiva what the guest agrees upon and financed for. Fortiva pays the amount, then bills guest. We do not have control over payments. Guest did sign documents at time of sale agreeing to the amount, yes, but we do not control how much each monthly payment will be. We cannot offer a refund on anything as it doesn't' show fees on our end. Guest will need to speak with Fortiva. This is closed. 

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service 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 bought a Nectar H3333383432**33323330H and adjustable base and it cost approximately $2800.00 from them and ***, a *** there, sold it to me. She said they would remove my old H3333383432**33323330H and box spring. When it came, they said they didn&#**;t have anything on the invoice to pick up the old H3333383432**33323330H and box spring. I called and *****, a *** there, said they were sorry because *** forgot to put it on the invoice. I was told to call the corporate office and H3237**3532**35383135H, the *** said there was nothing they could do. I asked them to take the H3333383432**33323330H and box spring away and gave them a little money to encourage them to do it. It would be nice if they would reimbursed me for this or store credit for this.

  Business Response

  Date: 06/19/2025

  Spoke to ***** today. Guest stated everybody was nice, and everything went well, it was just a miscommunication between sales person and gust that the team didn't haul away furniture. Apologized and informed guest that a BEDDINGREMOVAL would have been put on the documents at time of sale, however there was not, and it does not alert team that they need to bring bags to remove. Offered guest In store credit of $150. Guest accepted. Submitted to get a Gift certificate number. Once received I will email it to guest. 

  Customer Answer

  Date: 06/22/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/16/2025

  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.

  06/03/25 $1188 I bought some mattresses that turned out to be inappropriate for my area. When I asked to exchange them, the store declined my request and also refused to give me a refund. I submitted a claim on the same day the mattresses arrived, but they contended that since I had signed for their delivery, there was no recourse. The mattresses are still in new condition and have not been used.

  Business Response

  Date: 06/17/2025

  I reached out to guest and they only speak Spanish.  Reached out to get a Spanish speaking Escalation Specialist to reach out to guest. 

  Customer Answer

  Date: 06/17/2025

  I ricieved their call but i only speak spanish and can not communicate in english.

  Customer Answer

  Date: 06/19/2025

  I am rejecting this response because: have not recieved another call in spanish in order to help me with the situation.

  Business Response

  Date: 07/09/2025

  Escalation Specialist, ***** reached out to guest on 6/20/25 and guest clarified that the mattress was too big for what she was needing. A reselection order was approved. guest reselected for a chair and 2 twin mattress and pillows. Exchange was completed 7/8/25 and no issues reported. This is closed. 

• Initial Complaint

  Date:06/13/2025

  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 purchased a sectional, table with chairs, and recliner on May 31, 2025. In which I PAID ******** (which included the delivery and set up) The delivery and set up was scheduled for June 5, 2025 hours 2;45-5;45pm. I received my delivery on June 5, 2025 @ 9:51pm. the feet for my Left arm sofa was missing out of delivery. The driver stated he would return around 1 pm on June 6, 2025 with the missing parts and conclude the set up service. On June 7, 2025, I went back to Ashley Home store and raised my complaint due to the no show of the delivery **** A email was sent to the delivery company regarding my concerns. I was advised to raise a complaint with the *** (Guest Response team) via phone and text on June 7, 2025 as well. I was told i would receive a call back or even at the least the feet of my sectional within 2 days, It is now Friday June 13, 2025 and the set up services were never completed along with NEVER receiving the missing parts. NO one has even reached out to me for a status update. My furniture wasn't financed nor placed on Lay-away, all financial obligations were met on May 31, 2025 at the of purchase. What I have endured throughout this process is ranging from poor customer service to scamming a customer.(which is illegal) I Paid for my ********************, delivery, and set up services and unfortunately the services HAVE NOT BEEN met. No one has attempted to make this right

  Business Response

  Date: 07/03/2025

  I left a voicemail for ************ and emailed ****************** today. I show feet for the chaise were ordered and delivered. 

  Business Response

  Date: 07/03/2025

  Guest called in. stated that she was missing feet and she did receive them, however nobody contacted her about getting somebody out to install them. Guest paid for delivery and assembly, and is needing somebody to complete. Informed guest I can set up a service call and get somebody out to install the feet. Also stated that we will refund the delivery fee for the inconveniences. Guest agreed. Scheduled tech for 7/19 as the soonest date.

• Initial Complaint

  Date:06/06/2025

  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.

  When the couch arrived, I noticed a smell that I thought was maybe the plastic where the cardboard it was wrapped in. The smell lasted for days. It was nauseating being in the living room with it. It smelled like mildew and mold. .I asked them to please replace it, and I spoke with a Ms.***** ****** she explained, in her , she would do her best to help. Shortly after our conversation, she explained that her boss ****** said that, I just needed to wait for it to air out and that there could not be a replacement or a refund. About a week or so later I received a text stating that I had another delivery coming with another couch, which was confusing to me sinceMiss ***** said that I was not going to receive a replacement. I obliged and assume that maybe this would be the resolution I was looking for. The haulers took the old couch and replaced it with the same couch. It had a similar smell, but not as pungent. I assumed that I would not receive any assistance since the first time I was not receiving any type of accommodation so I waited to seeif the smell would go away on this couch. I opened the cushion and it looked like someone had to shave their head and put hair inside the couch that was where the smell was coming from so I thought, but also the decorative pillows that had feathers had the same smell. I was concerned so I did call to ask if there was some type of resolution in terms of the cushion filling. Miss ***** explained that shouldbe more than happy to help me and that she would order different parts to fill in my cushions. She said it would take 5 to 10 business days. About eight days it passed and I had not seen anything regarding a text about a delivery or a call center asking me for a time I would like my delivery to happen. So I called Miss ***** ***** today June 5, 2025 she explained to me that the cushion situation was canceled because it was not the fault of the driver. I explained that was not even in our conversation.

  Business Response

  Date: 06/06/2025

  Maria is reaching out to the guest today to see if the guest would like to reselect for a different sofa.  

  Customer Answer

  Date: 06/07/2025

  I am rejecting this response because:   As I have stated before I received a couch that has a particular fiber in it or maybe it’s their warehouse that makes their couch. Have a very pungent smell once I spoke with Angel Curry. She said there would not be a refund or replacement a Week or so after I received a text message that I was getting a replacement couch unbeknown to me. The deliveries picked up the old couch and gave me a new couch. The next couch had a similar smell, but it wasn’t as pungent. It also had the same filling inside the cushions and I realized that filling is what makes it smell. I guess. I have had increased wheezing and coughing and health concerns since the couch has been in my home. I reluctantly called Angel Curry again for assistance and she told me she had to tell me that she couldn’t accept a replace the couch the first time but that she would send me new cushions and filling in about 5 to 10 business days. About six or seven days past, I called her back and she explained that the resolution of the cushions have been canceled and I asked her why she would not have Called me to communicate that to me? In the meantime, while I’m waiting for all of these resolutions, I am being charged for a couch that I can’t even sit on or even be in the same room with due to health issues because of the fabric or material in the couch. I just want them to return my money that I have spent on the couch and I want them to Take back the couch I should have some type of warranty on the couch. I almost feel like they were leading me on so that some type of time would pass so I wouldn’t have any other options if there is a warranty on the couch. 

• Initial Complaint

  Date:05/27/2025

  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.

  5/23/25 went into Ashley Furniture to browse. Location: *************************************** ************* Asked the *** to send me one item to my email so I can save it for next time I come in and specifically stated that I do not want to sign up for mailing lists. Only provided email.5/24/25 received 3 promo emails. Unsubscribe link at the bottom is an invalid link. Contacted customer support via text software and they stated I have to put in a formal request via this link, *******************************************************************, and fill out my entire information from address, name and number, to be removed. I did not initially give them this info an felt uncomfortable doing so. At the very bottom of the form started a preference to not sell my personal info, further validating why I never provided more information in the first place. I did not consent to mailing list or my info being sold by Ashley ***************************** agent also provided a number to call but all lines were a dud except sales. Online agent tried their best but could not manually remove me from their mailing lists due to ********** should not be this complicated to remove myself from mailing list per government regulations. I would like all my personal info to be deleted from the Ashley furniture ecosystem and for them to fix this issue for future consumers.Please & thank you.

  Business Response

  Date: 06/25/2025

  Spoke with guest today. She sated that she had an issue in removing the emails form going out. Stated she was given a link however not sure what that would be. Informed guest there is no account in our database to even send out emails, flyers, etc. Guest stated she hasn't received anymore. Informed if she does the only thing we can do is email marketing to see if they can remove the email if they have it on their end. Other than that since guest has not received any I will go ahead and close this. 

• Initial Complaint

  Date:03/20/2025

  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.

  In November 2024, I purchased 2 recliners from Ashley Store in *******, *****. I picked up the 2 recliners at the distribution center in December 2024. Once I got them home, I noticed that one box was bigger than the other. I opened the first box and put the chair together only to find that the chair was defective. I called them and they said they would pick it up free of charge and replace it. On January 22, 2025, they picked up the defective chair and left a chair that was the wrong color. Contacted them the next day and they had me send pictures. Said they could deliver another chair. On January 29, 2025, they delivered another recliner, but it was the original defective one that I had originally started with. I contacted them again the next day and had to send pictures again. They then delivered February 14, 2025, and again the recliners didnt match. I was on the phone 55 minutes with a representative. Then I called the store and spoke with the salesman who in turn had me talk to the manager. The manager assured me that it wouldnt be a problem to swap them out he just had to get the approval from the district manager. He said he would get back to me, but he never did. I reached out to him again on February 20, 2025, by text message and he asked me to send him pictures. On February 27th, I reached out to him again with no answer. On March 5th, I called and they said he had a customer and he never called back. I texted him on March 6th and he replied he was going to check with customer service and get back with me. I never heard back. I texted again on March 10th with no reply. Ashley keeps calling wanting to schedule delivery for one recliner. She told me the manager didnt have the authority to put two recliners in the system. I scheduled another delivery for March 19th, but it was only one recliner and it was defective as well. I informed him of my dissatisfaction and that I would be contacting the BBB. I want my money back or two new recliners that match.

  Business Response

  Date: 06/24/2025

  I left a voicemail for 325 668-5023 and emailed "[email protected]" today. 
  

• Initial Complaint

  Date:02/11/2025

  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.

  We went to the Ashley homestore in ********, ** looking for some items. We were helped by a sales man and selected three items they had in the store. He did the paper work and explained to us about when the items were going to be delivered and to look online to see all that Ashley had on invetory. We went online we noticed that the items that were in our order were much cheaper than what was in the store. We went backed to the store and they adjusted the prices and we added another bookshelf. We received the first delivery on 1/27/25. The chest that they delivered (B742-45) was not the one we had picked(B697-46) out at the store and we did not receive the second book shelf. The delivery driver did not know why they didn't deliver the second book shelf. And did not want to take back the incorrect chest (B742-45)We went to the store for a resolution, according to the manager on duty, the second book shelf was damaged. We told him that the chest was wrong, it was not the one we picked out. He said that we had to call a number to have a resolution. And that he will not gave us anything for free. However, we still need the correct chest but he did not want to help us. He thought we wanted the chest for the same price, we did not. The chest on the order was correct but it was not the one we picked out at the store. We would pay the difference. He insisted for us to call the number to get this order fixed. We called the number provided. We tried to pull a hold on the remained items and exchange the chest. We have been back and forth with there customer service but no resolution. We have called multiply times to address the issues and they return the calls trying to deliver the rest of itmes. They take notes saying they will call with a resolution but never do. Now we are receiving calls from Ashley customer service with music playing and hang up. We want to exchange the chest and the recliner and cancel the second bookshelf, but no one is helping us. Please help us.

  Business Response

  Date: 06/19/2025

  I called (480) 258-9918 and the caller disconnected.  I emailed "[email protected]".  Chest shows to have been exchanged in February.  No issues reported. 

• Initial Complaint

  Date:02/10/2025

  Type:Billing 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.

  ****** **** and ****** **** had a negative experience while purchasing a recliner chair and bedroom suite for his elderly mom at a store.Salesman Interaction: The customer was approached by salesman Jubaydul ****** who showed two recliner chairs that were declined due to the lack of cup holders. ******** suggested buying cup holders separately from ******, which the customer also declined. Subsequently, the customer found a chair with cup holders and was assured a sale for its purchase. Customer was misled about its price.Bedroom Suite Purchase: The customer selected a bedroom suite including a full-size bed frame, chest, and nightstand, but received a queen-size bed frame instead. Jubaydul assured that the correct size would be delivered, but it was not.Issues with Delivery: The delivery driver, ****, assembled the furniture incorrectly and denied responsibility for the wrong items delivered. The customer signed the delivery ticket under the assumption that the issue would be resolved later. *******, the store manager, assured that the right chair and bed frame would be delivered the next day, but this did not happen. The customer was left with the wrong order and a financing charge of $2976.00, which is $926.00 more than the total cost. The customer feels discriminated against and is seeking to be free of the financing contract and compensation for emotional distress

  Business Response

  Date: 06/19/2025

  Guest worked with our legal team. They offered to reselect for correct bed and guest declined. This is closed.