Business Profile

Furniture Stores

Ashley Furniture Homestores

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Complaints

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

Customer Complaints Summary

193 total complaints in the last 3 years.
48 complaints closed in the last 12 months.

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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:06/28/2025
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.
Transaction date 31st May/2025 My total purchase ******* My delivery date was 21st June. Worst experience ever as two of my items were missing. One of the box was broken so most of railing pieces for my queen bed were missing. Contacted store and customer care back and forth every day. My 2 items delivered today that were not in boxes. So my dining table have scratches on both edges. Railing parts got delivered today after weeks that is still not complete. Missing half of hardware again for queen bed. Worst experience of my life. Please don't shop at Ashley ever.
Business Response
Date: 07/02/2025
Dear *** and Mrs. ******************** you for bringing this concern. We want to thank you for your feedback regarding the overall experience. We apologize for the entire experience you have had and we are working on making this right for you. We have put in a request to exchange out the two items you have concern about. We apologize as we were not made aware of the concern on the dispatch call on 6/28/2025. We will be exchanging out the table top and the rails, with the hardware. We will deliver them in the box. We apologize for the inconvenience.
We will be calling you as well.

Please contact our ************* Team at ************, available Tuesday through Saturday from 8 AM to 5 PM.

Thank you for making Ashley part of your home.

Respectfully,

*************
********************** HomeStore
Initial Complaint
Date:06/23/2025
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.
Good evening,

I have not heard anything back from Ashley and or the level 2 representative that had promised me a gift card and never replied back to me after numerous emails. Not sure why they expect 3 delivery attempts with damage and a wait of 1 month almost to not even reply to me or BBB.

Thank you for looking into this,

Usman
Customer Answer
Date: 06/23/2025
Date of transaction: 5/10/25 total amount ***** dollars, products included Dresser, mirror and delivery fee ******. Sales No. ********. Store: ***********************************************************First delivery attempted 5/15/25 - dresser and mirror both damaged, delivery did not listen to my wife while they were setting up damaged till I said I will not accept a damaged item when I paid new. Claim opened. Spoke to a level 2 supervisor. Reported the concern. Reported to delivery to take damaged product back and reported I paid for new item and ****** for delivery. The driver did not take back, per customer service that morning of delivery ********************** lines were down so driver could not contact back Ashley to report damaged product and delivery also submitted no damage report to Ashley, hence claim made. After several images showing the extensive damage an exchange was set up. May 28 - new delivery arrives. The back of the dresser again damaged with panel showing signs of being kicked in. Again mirror damaged. This time informed Ashley while on phone and delivery also reported damaged product. Was again told another delivery will be attempted. Not given a date or estimate as the product is not available at the facility anymore. Email sent to level 2 supervisor now awaiting reply. First email with pictures of damage sent May 28 with follow up May 30. Today is May 1st no reply from Ashley.Further, was told I would be getting a gift card from Ashley for the trauma and troubles I have been through and was discussed even before the second delivery came in damaged. Just want a not damaged dresser and mirror like I ordered and paid for. June 10 will be 1 month since my purchase. I made purchase in store at ************* location just wanted local delivery. Further, I would like to know where my gift card is and will I be getting reimbursement for at least delivery charge of ****** after now attempting third delivery. I am a frequent Ashley customer.
Business Response
Date: 06/26/2025
Dear Mr. ****************** you for taking my call today regarding your concern. I want to thank you for your feedback regarding the overall experience. We apologize for the entire experience you have had and we are working on making this right for you. We have put in a request to refund the delivery fee per our conversation yesterday.
Please contact our ************* Team at ************, available Tuesday through Saturday from 8 AM to 5 PM.

Thank you for making Ashley part of your home.
Respectfully,
*************
Initial Complaint
Date:06/10/2025
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 ordered several rooms of furniture from Ashley after moving into a new home. Due to issues with the system, we were told to come back to the store each day for 4 days before there was finally a resolution. There was a Memorial Day sale going on and there were signs up and down the road, at the storefront and even on mobile billboards indicating up to 20% off the entire store. I understood you needed to spend a certain amount to reach the 20% level, but knew I would be purchasing several rooms of furniture and that would not be an issue. After spending several hours picking out furniture, we were told that all but one piece was not even eligible for any discount because it was already "red lined". By now, we had an emotional and time commitment, therefore we reluctantly continued with our order although we made it known to both our salesperson and the manager that the pricing and sales promotion were deceptive and we believed it was designed to drive traffic into the store, spend time picking everything out, and banking on the fact that the customer will just continue with the purchase. We also had a moving coupon sent to us in the mail for $100 off of every $1,000. The manager advised us to "keep it" because it was not going to be as much off as the 15% discount we were receiving on the one piece. Two weeks later, the furniture was delivered but we were not told until the time of delivery that the sofa was on "backorder". We later found it it did not pass "quality control". We made multiple calls to customer service and went to the store in person only to be told there is nothing they can do about it. We finally got the sofa today and the chaise sections were ordered on the wrong sides. We have always bought our furniture from Ashley, but we feel like we were the victims of deceptive pricing and poor customer service. Very disappointed.
Business Response
Date: 06/11/2025
Dear **** *****,

Thank you for taking my call today regarding your concern. I want to thank you for your feedback regarding the Memorial Day Weekend sale. I apologize for the entire experience you have had and I am working on making this right for you. I have put in a request to exchange out the dresser for you. I am also working on discounting the delivery fee for you.
Please keep my number if you should have any further concerns please feel free to call me directly.
Thank you for making Ashley part of your home.
Respectfully,
****** ******
Director of Customer Care
Customer Answer
Date: 06/26/2025
We previously submitted a claim for this incident which was listed as closed without being resolved. Part of the solution offered by Ashley previously was a new dresser to replace the broken one and a billing adjustment. The billing adjustment never happened. The "new" dresser which was supposed to be manager inspected arrived today and was also broken. It had a cracked drawer which someone had tried to repair but adjusting the s**** location in the back of the dresser and patching that area and placing a new s**** This is not a new dresser. The dresser cost is $1,100. it should be pristine. Additionally, per my prior complaint, Ashley has very shady pricing and advertisement practices. I still have the email from the Memorial Day sale advertising "first time ever up to an additional 20% off storewide". But after we picked out all of our furniture, we were told only one item out of a very large order was eligible for that discount. This means the email flyer stating up to 20% off storewide is not true advertisement. I would like a billing adjustment to reflect 20% off the entire order as advertised and the discounted delivery fees we were promised when we filed our first complaint.
Business Response
Date: 07/08/2025
Good Afternoon,

Thank you for reaching out. We had put in the request for the adjustment. We are researching this to get this resolved. WE apologize for the inconvenience this has caused.
We are working with accounting to get this updated.
Respectfully,
Customer Care
************

Customer Answer
Date: 07/11/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It appears that Ashley continues to deflect and not address the issues. They continue to say they are working on it but with no ultimate resolution being offered. I believe that their advertising is very deceptive, and that we were not only given false information about the price of the furniture, but had multiple issues with quality control and poor customer service. I have attached a photo from the email advertising the sale. I still have the original email if we need that in order to get Ashley to address the issue. It clearly says up to 20% off store wide yet we were told only one item was eligible for any discount.

Regards,

*** *****

Business Response
Date: 07/17/2025

Dear Ms. ****************** you for taking my call today. I sincerely apologize for all the confusion and delay. I have submitted for the refund for 1/2 your delivery service fee we discussed. I also reached out to Merchandising regarding the Memorial Day Sales concerns. Once I have the concern for the 20% off store wide sale details I will give you a call to discuss in detail.
Respectfully,
****** ******
Director of Customer Care
************
Customer Answer
Date: 07/17/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The refund of half delivery fees once processed will resolve the delivery and quality control issues. I have advised the business that I would like for them to review the advertised sale email and address the concern I have with deceptive pricing strategy and not being able to get a clear explanation regarding most of our items being ineligible for any discount when the ad clearly states "the entire store".

Regards,

*** *****
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We went into the Ashley Store located in **********, ** on May 4, 2025 to pick out new furniture for our home. The total amount of the purchase was $14,010.00, which included a king bedroom suit, a *************** mattress, a sofa, a love seat, 2 recliners, and a coffee table and 2 end tables. The delivery was scheduled for Tuesday, May 27th. The truck showed up without the coffee table and two end tables, the sofa is scratched and smeared on the right arm, one of the nightstands was damaged and refused. There is an additional end table that will be refused upon delivery, because we already have a set whenever they are delivered. We were told to send the pictures to customer service to begin the process, which was done yesterday. The customer service representative informed us that the coffee table and two end tables were on backorder, Another representative called and told us they should have been on the truck and delivered because they were in the warehouse. We went to the store last night and spoke to the manager, ***, who offered us a free mattress pad for the soiled mattress until a new one is delivered. We didn't hear anything from the store today after leaving voicemail messages. I then called the store again at 8:46pm EST, spoke to *** again, who said that the notes in the system state that someone has contacted us, and this issue has been rectified. *** has promised to give us a call back on Thursday, but she also took my number yesterday to give us a call back today. We are requesting to receive the rest of the furniture that we are being billed for, and to remove the unwanted extra end table from our account.
Business Response
Date: 06/03/2025
Dear Mr. ********************** you for reaching out and sharing your recent experience with us. We are committed to inspiring the love for your home and truly value your feedback. Please be advised that we will be completing an even exchange for the sofa and this is scheduled to be delivered on June 10th. We will also be picking up the mattress for a refund on June 10th as well. Thank you again for bringing this to our attention. We look forward to the opportunity to provide you with a better experience moving forward. If you should have any other concerns, please contact our ************* Team at ************, available Tuesday through Saturday from 8 AM to 5 PM.

Respectfully,
*************
********************** HomeStore
Customer Answer
Date: 06/11/2025

Good Afternoon,
Ashley Furniture was here this morning and picked up the soiled mattress and exchanged the sofa that was damaged. After they removed the king mattress, we then noticed that the adjustable base was dirty, and the footboard was scratched up. By this time, they had loaded the items on their truck and left again.
The coffee table, 3 end tables, and a nightstand still have not been received because they are all still on backorder. 1. We would like to have the adjustable base, and the footboard replaced for new items, not used and returned items. 2. We would like to cancel the order for the coffee table and 3 end tables, because they are available at another store. The only other thing that needs to be delivered is the nightstand that goes with the bedroom suit.
Thanks,
****** & **** *****
Initial Complaint
Date:05/31/2025
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 dining table from Ashley furniture and provided a delivery date. On the date of delivery I had not received any communication so I called Ashley who gave me t&t distribution number. They said my delivery was not going to arrive bc truck was full? Could not provide another delivery date due to holiday. Received call Saturday and set up another delivery date. Window was 11-2pm. The window came and went, called customer service who said truck was on delivery 8 and I was 10. The new window was 2p-6p. That means my only day off was spent stuck at my home for 7 hours. They Offered a gift card for FUTURE purchase: after this horrible experience I have no plans to make another purchase. I should not be charged $229 delivery for sub par services. There should be partial refund or some other accommodation for THIS transaction NOT future transactions.
Business Response
Date: 06/03/2025
Dear Ms. ************************* you for reaching out to us and sharing your recent experience. We sincerely apologize for the inconvenience you have faced with the delivery. Our lead will reach out by phone on 6/3/2025, as we are committed to addressing your concerns promptly. If you should have any other concerns, please contact our ************* Team at ************, available Tuesday through Saturday from 8 AM to 5 PM.

Respectfully,
*************
********************** HomeStore
Customer Answer
Date: 06/03/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

******* *******
Initial Complaint
Date:05/30/2025
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 sofa, chair, bed, entertainment center, side table and lamp from Ashley's Furniture in ************ on 5/18/25. I was told some items would be available on 5/21/25 and the rest of the items on 5/26/25. I called the store on 5/21/25 to check on the status and was told they couldn't find my order, "they were having computer issues." I went into the store on 5/24/25 and was told the same thing, they couldn't pull up my order. I called their corparate office for several days and only got their voicemail. I went in the store on 5/26/25 and told them to cancel my order, they still couldn't find my order in their system. It is now 5/30/25 and I have not received a refund or a phone call from their store or from their corporate office. Please help me get my money back quickly.
Business Response
Date: 05/31/2025
****************************** style="font-size: 0.875rem;">Thank you for reaching out to us and sharing your recent experience. We sincerely apologize for your experience with Ashley HomeStore and we did not meet your expectations. At Ashley, we are dedicated to inspiring a love for your home, and we regret that we fell short in this instance. Please know that we are taking every step to correct the situation. Our ************* Director reached out to you on 5.30.25 to resolve the concern using the contact information listed on your account.
Our ************* Director will continue to work with you to resolve the concern.
We value your feedback and hope to have the opportunity to provide you with a better experience in the future. Best regards
Initial Complaint
Date:05/22/2025
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.
Went in to the store, bought furniture last Saturday and supposed to be delivered tomorrow...have called and called and left several voicemails and sent email to escalation **** too. Nobody is replying...one person said systems are down and nobody is getting any deliveries and don't know when anybody will get their stuff. I just want refunded. I'm so disappointed about the whole experience.
Business Response
Date: 05/26/2025
******************************** you for reaching out to us and sharing your recent experience. We sincerely apologize for your experience with Ashley HomeStore and we did not meet your expectations. At Ashley, we are dedicated to inspiring a love for your home, and we regret that we fell short in this instance.
Please know that we are taking every step to correct the situation. Our ************* Lead will reach out to you Today 5.26.25 to resolve the concern using the contact information listed on your account.
Customer Answer
Date: 06/01/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action did not occur. Nobody called me to address my complaint. As usual poor customer relations. My phone calls and emails still remain unanswered.
Regards,
******* ******

Business Response
Date: 06/03/2025
Dear Ms. ******************* you for reaching out to us and sharing your recent experience. We sincerely apologize for your experience with Ashley HomeStore and we did not meet your expectations. At Ashley, we are dedicated to inspiring a love for your home, and we regret that we fell short in this instance.
Please know that we are taking every step to correct the situation. Our ************* Lead will reach out to you. WE have made a few attempts to reach you on 5/26 and also on 6/3. Please contact our ************* Team at ************, available Tuesday through Saturday from 8 AM to 5 PM.
Respectfully,
*************
Customer Answer
Date: 06/05/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.] I'm pretty much exhausted by with this whole ordeal. I recvd a voicemail yesterday, that's the only communication from them. I wish to just move on.

Regards,

******* ******
Initial Complaint
Date:05/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My issue is with the lack of interest from Ashley about correcting my issue after all of the below happened. I ordered a kitchen table and 4 chairs from Ashley in early April, 2025. To start, my sales person was not paying attention and ordered the wrong chairs. When the delivery arrived, the table was damaged, the chairs were wrong, and two of the 4 chairs (although wrong and I wouldnt have kept them anyway) were obviously broken. The drivers took the chairs but left the table. I asked for a replacement table several times, but I finally gave up and kept the table after coordinating redelivery of the table was becoming too stressful due to lack of communication from Ashley. I finally had to go into the store (2 separate times) to get help. I explained that the wrong chairs were ordered and I was then told that those chairs the ones I ordered in the first place were going to take an extra 4 weeks. I asked for a refund and it was clear they were giving me the run around so I just said forget it, and I have been waiting patiently for the chairs ever since. I called last week to check on my chairs, as I was told that was them they would be here, but was told there were more delays with little reason why, remorse, or apology from the store. I asked to speak to a manager and was told a message would be left and Id get a call back. I never received a call back. I called again a week later, today, as is this week is when I was told the new delivery date would be (4th scheduled but not kept delivery date), only to find out their systems are now conveniently down this week. I asked **** at store to give the manager my number, but I could tell my concern would not be addressed. This place has my money, without giving me a good or service, which is unlawful.
Business Response
Date: 05/26/2025
Dear *** ******,

Thank you for bringing this to our attention. We have taken the necessary steps to ensure a complete and even exchange for the following items: D794-50T Round Dining Room Table Top D794-50B Round Dining Room Table Base Once the replacement items are received at our distribution center, we will contact you to schedule delivery. This will include the pickup of the items currently in your home and the delivery of the new ones. The best estimated time of arrival (ETA) for the replacement items is the week of June 2, 2025.
We sincerely apologize for your experience with Ashley HomeStore and we did not meet your expectations. At Ashley, we are dedicated to inspiring a love for your home, and we regret that we fell short in this instance.
Respectfully,
******
Customer Care
Ashley HomeStore
************
Customer Answer
Date: 05/26/2025
Better Business Bureau:

Please let ****** know I do not want a new table. Did she even tax the complaint? It took 2 months to get the chairs, which i still dont have, so i will keep the table. I am so traumatized by this experience and lack of response from the company for monthst, that I have given up on a getting a non damaged table. I will just dal with the damage on it. I have repeatedly said i will keep the table, please check your notes and reread my complaint. I want the chairs I paid for and ordered, which I am told will now be here tomorrow. I had to yet again physically go into the store Saturday. What I want is a partial refund for the fact that I have a table that is damaged, and I originally bought the 4 chairs nearly two months ago and was told I would get them in a few weeks, its now been months later. You (Ashley) took my money hostage and promised me false deliveries. I never would have purchased the chairs if I would have known.
All I want is for Ashley to do the right thing, as you have had my money without any goods or services being rendered for months, which is illegal. This complaint is about the chairs, although the table is just another example of this stores incompetency and lack of care for their customers experiences.

Regards,

**** ******

Business Response
Date: 05/27/2025
Dear **** ******,
Thank you for reaching out to us and sharing your recent experience. We sincerely apologize that your visit to our ********************************** HomeStore did not meet your expectations. At Ashley, we are committed to inspiring a love for your home, and we regret that we fell short in this instance.
We are pleased to confirm that the delivery of the four Dining UPU side chairs was successfully completed today, May 27, 2025, and the items arrived in perfect condition.
We truly value your feedback and hope to have the opportunity to provide you with a more satisfying experience in the future.
Initial Complaint
Date:05/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 2 recliner lift chairs from Ashley Furniture, ******************************* in good faith that they were quality pieces of furniture that could serve my husband 77 and me 76 during our senior years and pending orthopaedic surgery recoveries. We have had the chairs 3 months as of 4/13/25 and they are already showing signs of wear and tear. The seat cushions are sinking on one side at least 3 inches and the lift portion of the chair if lopsided because of this. The arms of the chairs have absolutely no cushioning and it is fabric over hard cardboard. The cardboard is denting and pops and cracks when any pressure is placed on it. The arms of the chair hurt our arms when they are placed on the chair. The mechanism of the chair pops and cracks when lowered. I have contacted the store, the customer care department, and the warranty company and have been told from all of them there is nothing that can be done.
Business Response
Date: 05/05/2025
Thank you for reaching out and sharing your recent experience with us. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address your concerns promptly. If you would like to discuss this matter further, please feel free to contact our ************* Team. They are available Monday through Friday, from 8:00 AM to 5:00 PM, at ************.
We truly appreciate your business and look forward to assisting you. Thank you,

Customer Answer
Date: 05/05/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have contacted the ************* Team 3 times before and they have rejected me all 3 times. This is going in circles now. No one is doing anything.

Regards,

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

Customer Answer
Date: 05/06/2025

As a follow up to my earlier email today, Ashley ************* did contact me by phone this after noon and offered me a settlement.

They will take the 2 chairs I purchased back but will charge me a 30% restocking fee for each chair which would equal $407.40. They would let me purchase 2 new chairs. Then they would charge me $229.95 delivery fee. That would be a total of $637.35 which is very close to the purchase price of one of the chairs $679.00. I do not think this is a fair offer. Why should I pay a 30% restocking fee for chairs that are substandard and have manufacturing defects.

I will not accept this offer.

****** A ******
************
Business Response
Date: 05/06/2025
As per your conversation yesterday (05.05.2025) with our customer care supervisor inform you that we have received authorization to proceed with your reselection. You are welcome to visit the ****************; Ashley HomeStore to choose a different items that better suits your lifestyle.

Important Details:

Reselection Credit: $848.12
15% Restock fee: $363.47
Delivery Fee: $229.99

Reselection Deadline: May 19, 2025 (within two weeks)
General Sales Manager will assist you during your visit.
Any remaining credit may be applied towards you're a future purchase. Once your new items arrives, we will schedule delivery and pick up your current items in the home.
We truly appreciate your business and look forward to assisting you throughout this process.
Thank you,
Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer Answer
Date: 05/06/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer Answer
Date: 05/07/2025
As a follow up to my earlier email today, Ashley ************* did contact me by phone this after noon and offered me a settlement.

They will take the 2 chairs I purchased back but will charge me a 30% restocking fee for each chair which would equal $407.40. They would let me purchase 2 new chairs. Then they would charge me $229.95 delivery fee. That would be a total of $637.35 which is very close to the purchase price of one of the chairs $679.00. I do not think this is a fair offer. Why should I pay a 30% restocking fee for chairs that are substandard and have manufacturing defects.

I will not accept this offer.

****** A ******
************
Business Response
Date: 05/07/2025
Hi ******,
We are going above and beyond to address your concerns by offering a reselection option, which includes associated fees as outlined in the Important Details section below. These terms are also reflected in your signed sales receipt dated January 14, 2025.
You are welcome to visit the ********************************** HomeStore to choose different items that better suit your lifestyle.
Important Details:
Reselection Credit: $1,007.60
15% Restocking Fee: $203.99
Delivery Fee: $229.99
Reselection Deadline: May 19, 2025 (within two weeks)
A General Sales Manager will assist you during your visit.
Any remaining credit may be applied toward a future purchase.
Once your new items arrive, we will schedule delivery and pick up your current items from your home.
We truly appreciate your business and look forward to assisting you through this process.
Thank you,
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

****** ******
Initial Complaint
Date:04/18/2025
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.
My son and I went into Ashley Homestore and our salesman was DJ. We picked out our items which was a livingroom set, a queen size mattress, and a bedroom set. We were told that items would be delivered on or about March 1-3. That didnt happened. We were told that some of the items were not available. We waited another two weeks only to be told the same thing. At this point, since my son and his pregnant wife had no furniture in there new home, we were forced to go back to the store and make some changes to the original order so that they could AT LEAST have something to sat on. We had to choose a different livingroom set which would have saved us a thousand dollars, so DJ, the assistant manager suggested we get an adjustable bed base that would raise up from the floor to give them the height on the bed, so they wouldnt need a boxspring. The adjustable base we were shown not only did it raise from the floor up, the head as well as the foot could raised up. DJ even took us over to the exact bedroom set we had purchased and were waiting for to show us how far the base it self would come up and to give us an idea of why we would only need the base and the mattress they already had. All the item were finally delivered on April 3, 2025, The adjustable bed base is NOT the one we were shown. It will not raise from the floor. I have called the store, spoke and text Dakota ******, someone named ****** from. customer care in **************, *** and was told that we received what we paid for. WRONG. As I explained to Dakota ******, we had no control over what was written on the order form or the **** but we KNOW that was not the one that was shown to us and that I paid $999.99. I have repeatedly ask for an exchange of the King size adjustable bed base or even a store credit to NO avail. We spent over $8200.00 in that store and has been lied to constantly and treated less than a valued customer. At this point, I want my money back for the bed base. . A NIGHTMARE
Business Response
Date: 04/22/2025
Thank you for reaching out and sharing your recent experience with us. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address your concerns promptly.

If you would like to discuss this matter further, please feel free to contact our ************* Team. They are available Monday through Friday,
from 8:00 AM to 5:00 PM, at ************.

We truly appreciate your business and look forward to assisting you.

Thank you,
Customer Answer
Date: 04/29/2025
Better Business Bureau:

I have reached out to them numerous times only to be given conflicting information. I went into the store and spoke with Dakota ****** and DJ who said they would fix the problem. Nothing has been done. Customer care or whoever they are called is lost when it comes to what happened in the store. Management in the store needs to FIX this problem..I ask for additional legs (Risers) for the base and was told on 4/25/2025 that the 6 legs would be sent out via *************** in 7 to 10 days. I called in today 4/29/2025 and spoke to ****** who then transferred me to a supervisor, ***** who knew absolutely nothing about what was going on, only to be told they didnt have the legs (risers). I would have been ok with the six additional legs (5 inches ) each that would have brought the adjustable base up to where it was needed, but now, I want a full refund. I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

***** ******

Business Response
Date: 04/30/2025

Dear ***** ******,

Thank you for reaching out to us and sharing your recent experience. We sincerely apologize that your shopping experience at our *********************************** HomeStore did not meet your expectations. At Ashley, we are dedicated to inspiring a love for your home, and we regret that we fell short in this instance.

Please know that we are taking every step to correct the situation. Following the conversation with our General Sales Manager and Sales Team Lead, we have processed the order and shipping of the additional legs for your adjustable base.
Our ************* Lead has reached out using the contact information listed on your account, which belongs to your son. He confirmed that he will gladly install the legs upon receipt.

Thank you for bringing this matter to our attention. We value your feedback and hope to have the opportunity to provide you with a better experience in the future.

Best regards,

Customer Answer
Date: 04/30/2025
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I didnt want to harm Ashley Furniture in any way by bringing this matter to the BBB, but I had no choice. For the last 3 weeks all I have asked for is six additional legs (risers) of 5 inches and was given the cold shoulder by everyone I spoke too. I expected to be treated as a valuable customer and I dont feel I have been. I spent over $8200.00 in that store. With that being said, I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

***** ******

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Ashley Furniture Homestores is NOT a BBB Accredited Business.