Complaints

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

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  Ashley Furniture Homestore

  5004 Valley View Blvd., NW Roanoke, VA 24012-2038

• 

  Ashley Furniture Homestore

  560 Commerce Dr Bluefield, VA 24605-9697

• 

  Ashley Furniture Homestore

  3330 Hollins Rd NE Roanoke, VA 24012-7500

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  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.

  On May 26th I purchased a mattress from the local Ashley store in ******** **. I was told 2-4 weeks for delivery but could be up to 6. Just a few days short of the six weeks, the item was brought to our address and the delivery drivers refused to come down our driveway. They claim they would get in trouble for the couple of branches that might hit their truck. We just had the driveway cleared a few weeks ago. We have had a full size fire truck come down and turn around with no issues. The delivery drivers allowed someone to sign for the mattress that was NOT on the contract or the financial responsibility and left the mattress on the ground. They claimed they could deliver it at a later time with a van but by now we had NO bed to sleep on.
  
  When I called “corporate” they basically told me too bad oh well.
  
  My husband dragged a $3000 mattress down our driveway because we have no truck. We carried it up a flight of stairs ourselves and set it up. Again, the company had no resolution to this situation and no communication to the person who actually purchased the item.

  Business Response

  Date: 07/17/2025

  This customer was contacted and agreed on sufficient compensation for their troubles on 7/11/25. We have already refunded their desired amount of $200 to their financed amount

  Customer Answer

  Date: 07/17/2025

  I have reviewed the response 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.The business contacted me and the situation has been resolved.  This complaint can be disregarded 
  Regards,
  
  **** *****

• Initial Complaint

  Date:05/05/2025

  Type:Order 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 five pieces of furniture from this store on 3/21/2025, as well as the delivery package, totaling $3,111.55. During this transaction I was informed that I would receive all my furniture within a 6 week window, this is also stated on the contract I signed with the store. Thus far I have only received two pieces of furniture from Ashley. I have not been kept in contact with about my items nor compensated for the overextended wait time. A refund is available per the contract, however, it would be quite difficult to match the furniture I currently have with new furniture I'd have to purchase. I am also a nightshift nurse that works full time, therefore I have limited business hours in which I am able to deal with this situation. I am hoping the BBB will help me find a solution and would also like to discourage others from dealing with this company. My desired outcome is to receive the rest of my furniture within a 2 week timeframe and also be reimbursed for the delivery since it could not be completed within a reasonable timeframe.

  Business Response

  Date: 05/06/2025

  the customer has been scheduled

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new mattress from the box at Ashley based on the mattress display. The mattress was to be a 12’ mattress. I bought the mattress in a box and it did fit into my SVU but a full-blown mattress would not. When I opened the product and waited 48+ hours the mattress had only inflated to a little under 10'. I spoke with the store manager, ****** ******, who said that sometimes the mattress does not inflate as they should, and he could trade it for a new one. I told him at that time that I would like the mattress to be opened and inflated before I go through this situation again. I tried all the avenues to take the mattress back but there was no way I could take it back unless it could fit back into the box that I originally purchased the mattress. I called the corporate office and ****, manager of Ashley's outlet, said that they would bring a new mattress to my home and I had to pay a delivery charge. NO Exceptions. I refused to pay a delivery fee for a product they sold that was defective. Ashley then agreed to bring another mattress and to pick up the defective product from my home BUT the replacement that was supposed to be opened 2 days prior had only be opened in the last 2 hours. The new mattress has only inflated to about 10 1/2 inches and it is supposed to be a 12' mattress. I am frustrated that I have not received the product that I bought or what is listed on the box to be a 12' mattress. I have called numerous times with no response, and this has resulted in my complaint. I only want what I paid for and what is listed on my receipt as well as on the box of the mattress that I left the purchasing from the store. I have not slept in my bedroom for over a week now since I do not have the mattress that I bought! My old mattress is now on my desk with the assumption that the product I bought would be a replacement.

  Business Response

  Date: 12/06/2024

  we have already exchanged the mattress once, the customer was still not happy with the product. We are happy to give her a full refund for the return of her mattress.

  Customer Answer

  Date: 12/12/2024

  I have reviewed the response offer 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.
  Ashley Furniture is fully aware that I bought this mattress when it was in a box and could fit into my car and that I do not have transportation that would fit a mattress to return.  This information was included in my original complaint.  The mattress' that I have been provided are faulty and have not inflated to the stated and written 12' that I paid for. 
  Regards, *** ********

  Business Response

  Date: 12/12/2024

  we are offering a full refund and to pick up the mattress from the customer if she chooses to return the item. we have tried to contact the customer to schedule the pickup and she has not returned our calls. 

  Customer Answer

  Date: 12/18/2024

  I have reviewed the response offer 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 would like to have the mattress picked and a refund to be processed.  I have not received any calls or messages from Ashley Furniture and would like a contact phone number to call and schedule this a time for this transaction to take place.
  
  Regards,
  
  *** ******** 

  Business Response

  Date: 12/18/2024

  we will be picking up the mattress today and giving a full refund

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late March 2024 I purchased a large amount of furniture from Ashley Furniture in ********* ** totalling near $7000. The bedroom suite that included the bed, night stand, chest and dresser which was close to $4000. I also purchased a sectional, a loveseat, and multiple pieces of art. Around April 17th, everything was delivered to our house from the warehouse in Roanoke VA I believe, in which my husband was there-and they brought in two different colors of the bedroom suite and every piece was damaged. I contacted the store and sent an email with photos of the furniture on the 19th in which they said they would get it all replaced and taken care of, which they did. The second set of furniture was brought to the house around May 9-10th. After carefully looking at the furniture, I had found chips, places that were damaged that they had tried to cover with a marker, a drawer that's crooked and wont close property and a handle fell off immediately on opening a drawer for the first time. I contacted the store again and at this point asked for a refund. Talk to a regional manager, *** ********, in which after 1-2 weeks agreed to refund me. Then they called again saying the CEO refused to refund me and that they would charge me a restocking fee and I had to give them another chance. I obliged. Furniture was scheduled to be delivered last week of June; another employee at the warehouse called to say something was strange with the order and didn't know when the pieces would be available, and they would call me soon. A month later and still no call, I called the local Ashley store again to have the manager tell me that the dresser was once again defective, and they were waiting to see when a new one could be sent instead of being honest with me. I asked again for a refund with another waiting game on phone calls and I really just want this resolved and over. It's my daughter's bedroom that she now cannot use it at this time. I have photos but can't get them uploaded

  Business Response

  Date: 07/30/2024

  We will be picking up her bedroom furniture and refunding her back in full for these items. ******* $380******* $900******* $900************ $1,100Reduce to Montage 8 for $399.99 for her upholstery pieces she will be keeping. ($200 negative)Subtotal: $3,480Customer is satisfied and with this outcome.

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a reclining loveseat and the extended warranty. I reported that the loveseat stopped working right. You can’t recline unless someone helps raise the foot rest and it doesn’t close without help from another person. I sent pictures of the loveseat trying to show the problem as requested by Ashley’s. I have reached out three different times and have done everything that was asked of me, but still haven’t received any word on the time frame for getting my loveseat repaired.

  Customer Answer

  Date: 06/20/2023

  Store address *** ******** ***** ********** *** ******

  Business Response

  Date: 06/20/2023

  we have ordered the parts to fix the product and the customer has received them. The store manager and the warehouse has reached out to the customer to confirm that this step has been completed. Our technician coordinator will set up a date and time with the customer for the repair to be completed. This issue was already being handled by our customer care department. We will continue to work on this until it is resolved.

  Customer Answer

  Date: 06/20/2023

  I have reviewed the response offer 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 the part but it took a few months.  Repair person called and wanted to come make the repair 6/22 but I can't do that day - has Dr.s appts.  Next time the repair person can get him on the schedule is the end of July.   Wants them to come sooner or pick up the furniture and refund the money.
  Regards,
  
  ***** ********* 

  Business Response

  Date: 06/20/2023

  we are working very hard to resolve this issue. The customer is cussing at our staff and being very abusive. We have ordered the part and it has been delivered, we have had the tech reach out and try to fix it in 2 days and the customer cussed at him when he was not able to take that appointment and didn't want to wait until the next available one. The store manager is trying to reach out to get the porter from the location to be able to go fix it. The item the customer has is covered in animal hair and we are not able to take it back and offer a refund. The customer informed our customer service agent that he wants to give us a bad name. We are working very hard to make our customer happy. The customer needs to let someone come fix it. that is all we are able to do for him. 

  Customer Answer

  Date: 06/21/2023

  I have reviewed the response offer 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 forgot to list the reasons I refused their resolution. First off they want to send a porter to repair my loveseat not a certified repairman.  Here’s the definition of porter “A person employed to carry luggage and other loads, especially in a railroad station, airport, or hotel” nowhere does it say anything about repairing furniture. My next reason is how do they know that there’s dog hair on my furniture? No one has been to my house to see the loveseat. The third reason is if they are so worried that I’m going to give them a bad name why didn’t they repair the loveseat before now. Plus AF has the habit of telling untruths. These are my reasons. I forgot something, the time the repairman wanted to come by was Thursday but I have appointments. I don’t see how you can call someone on a Tuesday for an appointment on Thursday. When I said I couldn’t do Thursday he told me the next available time was 7/27/2023. That would be more than a month away. So this situation would be going on over three months. Thanks for your time and help in this matter. 
  Regards,
  
  ***** ********* 

  Business Response

  Date: 06/21/2023

  After speaking with our DOS, the customer has agreed to let the DM for the area and one of our facility technicians come to his home on friday to do the necessary repair to his furniture. 

  Customer Answer

  Date: 06/21/2023

  I have reviewed the response 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.
  
  Regards, ***** *********