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:07/08/2025

  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 Bought a sectional couch that has 2 recliners. When the order was delivered i received one of the recliners that was damaged. The person that delivered the couch refused to take the couch back. I have called their customer service line 10 times and they keep stating that it will take 72 hours to receive a call. No one contacts me. I feel like this company is a scam. I even went to the store and talked to the store manager ****** and she stated that she will call and make things right and again nothing happened. They keep making false promises that they do not deliver. I bought my furniture from ************************************************************************. what they should do is replace my couch and give me some money off for the inconvenience that they have caused me.

  

  Business Response

  Date: 07/21/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you taking the time to share your concerns with us, and we want you to know that your feedback is important to us.
  In response to the issues you reported, we replaced your ******************* Recliner on July 19th, 2025. We sincerely apologize for the difficulties you experienced with your furniture purchase and are committed to ensuring this matter is resolved to your satisfaction.
  
  
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:06/29/2025

  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.

  A year ago, I bought 4 Isanti dining chairs. Now, one of the chairs leg broke off and no one wants to do anything since its been over a year. The quality and customer service is non existent

  

  Business Response

  Date: 07/09/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ********************************************************* Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:06/27/2025

  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.

  The sales associate couldnt process a simple request to bill to one address and ship to another. She billed both to the same address, then falsely claimed I could change it via a linkwhich only updated contact info, not the shipping address.When I called to fix it, I was told I had been overcharged and that correcting the issue would be difficult because it appeared as possible fraud due to the address error. Their solution? Cancel the original order and create a new oneleaving me with two charges on my card and no refund. Refund amount should be $2715.68.Ive contacted the store and corporate over ten times. Ive been repeatedly lied to or ignored:Told three different times someone in customer care from store would call me backno one did.Told everyone was unavailable due to a corporate retreat to roll out a fl program Promised a refund in 57 business days, then 710. Still no refund.Asked to escalate; the agent pretended to be a supervisor.Told ****** and then **** would call menever did and was sometimes not working.Its clear the original order was canceled, but no refund has ever been processed. No one will confirm it. No one will take responsibility.This has gone beyond poor service into fraudulent behavior. I demand immediate proof that my refund is being processed. If this isnt resolved within 48 hours, I will escalate this matter publicly and pursue all available legal and financial options.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the guest was refunded on 6/27/2025 in the full amount for the canceled order. We are sorry for the delay and how long this has taken to be resolved. 
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:06/23/2025

  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.

  UPDATE: TWO WEEKS LATER and still no refund. This is absolutely unacceptable!!!!!!!!! The store blocked my number from calling, but was able to call from work no issues??Let me start by saying our salesperson, *****, was great.....I was so excited to purchase the ****** sofa and ottoman and another rocker/recliner. The items were delivered to our condo on a Thursday and the two delivery guys absolutely refused to even attempt to get them up the outer stairway. They stood the sofa up on it's END and said, "See, it won't fit". My husband even tried to tell them if they turn it on the side, it would fit and he even offered to help. They got agitated and again said, "It won't fit". We were furious and told them to just put them back on the truck and return to the store. The next morning, we went to the ****************** store to complain. All they offered was a replacement sofa and to try again. We were upset at that point and just asked for a refund of the total amount. They told us we'd have to call customer service which I did. And guess what....they said we'd have to wait 7-1o days for a refund. UNNACCEPTABLE!!!!! We are still without living room furniture as we wait for a refund so we can go somewhere else to purchase. Never again!!!! Day 10 still no refund.

  

  Business Response

  Date: 07/07/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We truly value your communication and appreciate you bringing your situation to our attention. Your concerns matter to us, and we're committed to taking the appropriate steps to resolve this matter in a timely manner.
  We understand that you've filed a chargeback with your financial institution and are currently working with their dispute department specialist. We've confirmed that you are entitled to a refund of $395.89 for the furniture protection plan. However, due to the active chargeback on file, we're unable to process your refund until the chargeback reversal is reflected in our system.Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:06/19/2025

  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 purchased a Caitbrook bedroom set (bed frame, dresser, and nightstands) from Ashley Furniture. Upon delivery, we immediately noticed multiple quality and safety issues:The bed frame had sharp, splintered, and unfinished wooden edges The dresser drawers were misaligned and wouldnt close properly The furniture surfaces were rough and poorly finished Most seriously, our young child was injured by one of the splinters on the bed frame We reported the issue the day after delivery and provided photos. A technician visited and verbally confirmed the quality was not acceptable. However, Ashley later denied the issue, claiming no defects found. They offered only a re-selection credit, which we declined.We have not used the bed at all for safety reasons and have been sleeping on the floor since. The product is unfit for use and has caused serious disruption to our family life.Despite follow-ups by email and phone, Ashley closed our case and refused to accept a return or refund, citing their all sales final policy. But that policy does not override safety or quality concerns especially with documentation of injury and defective construction.We are requesting a full refund and return of the entire ********* bedroom set. All email communications, technician notes, and photos can be provided upon request.We hope Ashley Furniture will take full responsibility for selling an unsafe, defective product and resolve this fairly.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the corporate specialist will be reaching out to the guest to further discuss this matter.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:06/14/2025

  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.

  On May 22 2025 I bought a dining room table from my local Ashley's store. Needless, to say my item arrived damaged, and Ashley keeps saying they will try to repair it, and send techs out. Not once have i been offered a replacement or refund.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, Ashley's furniture approved a replacement on the dining table set which was delivered to the guests residence on 6/21/2025.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair 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.

  Couch was delivered on its side by 3 people that could not speak english. When couch was set up left seat mechanism wont go in when sitting on it. They sent a tech and he ordered a mechanism. After 6 weeks part came in and was the wrong part. Another tech came out and he Ordered the part after a month i had to call them to see where it was. They claimed it was delivered. When i looked at tracking it was delivered in another state. They resent part but ended up being a seat cover so wrong part again. I tried calling and keep getting sent to insurance company. Finally got ahold of someone on chat and explained everything and said they would email me back. Its been a week. This has been defective on january 6 when i got it. Its a warranty claim and their customer service is terrible. Im on my 5th payment and this couch is still not fixed. I want it either repaired or replaced.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will e reaching out to the guest to further assist with this matter. 
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

  Customer Answer

  Date: 07/07/2025

  We will see if they follow through. Update on my side: I got ahold of them on 6/21/2025 and they are suppose to send the correct part which is the whole mechanism for the couch. Suppose to went out in 7 to 10 business days and I would recieve a tracking number. Here we are on july 7th and nothing. 

  *******

   

   

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

  
  

  

  Business Response

  Date: 07/16/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the mechanism was delivered to the guests residence and a service technician is scheduled for installation on 7/18/2025.
  Regards, Ashley Furniture Industries, Inc.Corporate Office SR
  

  Customer Answer

  Date: 07/16/2025

  The lady thats been handling this for me has tooken care of everything. I appreciate her for handling this. Thanks to everyone.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******

  
  

• Initial Complaint

  Date:06/12/2025

  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.

  On June 1, 2025, I purchased a sectional sofa in-store at your Ashley Furniture location in ************* (located on **************************************************). The sectional included a reclining chaise component. The sectional was delivered to our residence on Thursday, June 5, 2025. Unfortunately, due to my wife's physical disability, she was unable to inspect or open the boxes at the time of delivery. Upon returning home later that day, I opened the packaging and immediately noticed a defective seam across the seat of the chaise section. The seam was visibly wavering and not aligned properly, indicating a manufacturing flaw. I took photographs and repackaged the item for safe keeping. I promptly contacted Ashley ************* and spoke with a representative who guided me through the process to submit the photos and arranged a technician visit. The technician inspected the chaise at our home today, June 12, 2025.Following the inspection, I received a call from your customer service stating that because the item was "accepted" at delivery, it could not be returned. I would like to point out that had my wife not been physically unable to open the boxes and inspect all six pieces upon delivery, we would have identified the issue immediately and addressed it on the spot. This situation leaves me at a disadvantage, through no fault of my own. I have since purchased a non-chaise replacement end piece for the sectional, fully expecting that the defective chaise would be returned without issue. I am asking Ashley Furniture to please reconsider this decision, given the extenuating circumstances surrounding our delivery and inspection process. We have been loyal customers and expected a more accommodating resolution, especially in light of the situation. I hope Ashley will do the right thing and accept the chaise return or offer a suitable alternative.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the guest to further discuss this matter. 
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:06/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my extreme disappointment with a recent purchase and delivery experience.On Sunday, June 1st, I visited your store and purchased a pull-out sofa bed, a large chair, and an outdoor umbrella. The sales associate was excellentknowledgeable, helpful, and attentive. I opted for premium delivery service, paying extra to ensure care and professionalism, especially because the sofas size and room fit were a concern.When the items were delivered on Tuesday, the delivery team barely brought the furniture inside, were uncooperative, and argued with me regarding the delivery fee. The most critical issuethe sofa not fitting down the hallwaywas entirely dismissed. I was explicitly told at the time of purchase that if it didnt fit, I could refuse delivery and the item would be returned. That assurance was the only reason I felt comfortable proceeding with the purchase.Not only did the team make no effort to explore options or even assess the fit properly, but Ive now made 78 phone calls over more than a week, only to be told that Im stuck with the couch and will receive only a partial credit for delivery.This experience is unacceptable.Youve taken a good sales interaction and completely reversed the customer experience by making me feel misled, ignored, and disrespected. I trusted your team and your delivery policyand that trust was broken. At this point, I no longer wish to be a customer of ********************** request that:The couch be picked up.A full refund be issued, including delivery.This issue be escalated to a senior customer service representative or manager immediately.Thank you for your attention to this matter. I sincerely hope youll choose to do right by your customers and resolve this professionally.

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the guest to discuss this matter.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:06/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed 6/6/25 for a baby **************** IMMEDIATELY requested to cancel by phone as it was the wrong crib. Have been given multiple reasons why it couldn't be IMMEDIATELY canceled & would take 3 to 5 business days. Now say it's being filled by a 3rd party vendor that they have to email in 3 to 5 days to cancel. But the "3rd party vendor" is Ashley *****************, their subsidiary.Also requested to cancel via their online form on 6/6 after getting nowhere by phone.Order now moved to shipping process for delivery 6/10 & told if it delivers I'll have to pay return *************** mattress is subject to manufacturer return policy, which ***** doesn't allow returns for 3rd party purchases. And the crib is 114 pounds that I would have to transport to drop off for return shipping.Acima (financing) has also called & emailed to cancel the order and are also being ignored.A request to cancel an order 5 minutes after it was placed should not take 3 to 5 days and they shouldn't knowingly allow it to be moving to ship when they are aware of request to cancel. If the order delivers I will be obligated to pay off the order with Acima despite the request to cancel and will be stuck with the mattress that can not be returned.

  

  Business Response

  Date: 06/16/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, Ashley's furniture successfully intercepted the shipment while in ***** transit. A full refund of $399.99 has been processed to the customer's Acima account on June 16.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **