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:04/22/2025

  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.

  I looked at my paper bill a saw I was being charged $1.99 each month for a paper mailed bill. We called Ashleys and were able to get 3 months refunded and got the info to no longer get paper bills. Now this month we once again receive a paper bill with the $1.99 fee attached. We called and customer service refuses to credit the $1.99. We asked when this started and they say July of last year (2024). We didnt receive any documentation that this was going to happen. We asked for proof this was sent to us and we were told it couldnt be provided. We have spent thousands of dollars at Ashleys over the years. Their company is unwillingly to credit us $20 in paper billing fees. And we canceled the mail bill and they still sent it, once again charging us. This isnt a lot to the huge company put its a lot to us. And its the principle of the matter. We have spent so much money there any they cant take care of reoccurring customers? Or acknowledge we cancelled paper billing? So we were still billed $1.99?

  

  Business Response

  Date: 05/02/2025

  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, **************, like other credit card companies, is charging $1.99 per month for paper statements. Rationale: This fee is likely a way to encourage customers to switch to e-statements, which are typically cheaper and more environmentally friendly for the bank. We do recommend that the consumer reaches out to the finance department ************** to assist with this matter.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did reach out to the company and they refused to give us a FULL refund of the fees. We have spend thousands of dollars with Ashleys. We were not made aware of this change. There is no proof we were made aware of this change before it took place. All I am asking is to be refund an amount under $25.00 which is nothing to a huge corporation such as Ashleys but would go a long way to consumers like us. 
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 05/27/2025

  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, **************, like other credit card companies, is charging $1.99 per month for paper statements. Rationale: This fee is likely a way to encourage customers to switch to e-statements, which are typically cheaper and more environmentally friendly for the bank. We do recommend that the consumer reaches out to the finance department ************** to assist with this matter as Ashley's furniture cannot assist.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This does not resolve my issue. I have reaches out to the company and they refused to credit me the amount requested. We have spent thousands of dollars at Ashleys and this is not an unreasonable request. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/17/2025

  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.

  DO NOT SHOP HERE $900 FRAUDULENTLY CHARGED AND NO RESOLUTION I had a nightmare experience with Ashley Furniture and I will never shop here again. I recently purchased $8,081.52 worth of furniture from this store, only to find out after receiving my statement that I was fraudulently charged an extra $900. This was not an accidental overcharge it was a blatant error that no one is taking responsibility for. It raises the concern that this is a common occurrence within their department. Their entire system is antiquated and it should be very easy to identify where the mistake was made to fix the problem.Upon receiving my statement, I immediately contacted the store and spoke with both the salesman, ****, and *****, who is the absolute worst customer service *** I have ever dealt with. I asked to speak with the manager and she refused to provide their information and hung up on me. I finally spoke with the manager, *****, who assured me he would look into it and that he would make sure I was only being charged the $8,081.52. That was last week and nothing has been resolved. Since then, Ive followed up multiple times and received nothing but excuses, dodging, and zero accountability. No callbacks. No updates. No resolution. Just a complete runaround.The lack of professionalism and urgency to fix their mistake is unacceptable, especially from a company of this size. Its incredibly frustrating to feel ignored after spending a significant amount of money.If this is how Ashley Furniture handles customer issues by brushing them under the rug then I strongly urge everyone to think twice before making a purchase here. Im now forced to escalate this with my credit card company and potentially pursue legal action, all because they refuse to do whats ********** yourself the stress. Shop somewhere that values its customers and takes ownership of its mistakes.

  

  Business Response

  Date: 05/02/2025

  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, on 4/15/2025 Ashley's furniture processed a refund to the guests Synchrony account in the amount of $898.87 for the canceled item. Thank you for bringing this matter to our attention.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:04/15/2025

  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 purchased a split king mattress with adjustable bases from Ashley furniture on ****************************, **********. The bed was delivered and set up on Tuesday April 1st. The mattress was placed on top of a broken base. When we went to make the bed 2 hours after delivery we noticed the stabilization bar at the foot of one side of the bed was broken and not staying upright. Upon inspection, the base was found to be missing the two grommets that hold the bar in place. We immediately called the store to explain the situation. We were told to email pictures which we did. The store refuses to have a new base sent to us. We have been told to call multiple numbers including sealy, customer service and customer extended warranty numbers. We have called every number only to be told they cannot help us. The store manager told us today they will not order us a new base because that costs money. They are expecting us to accept a bed that doesnt function properly because it arrived with missing parts. We were told at the time of purchase that if there were any issues that arise they would take care of it but now we are stuck with a 10k dollar broken bed. They have seen pictures of the base. There is no disputing it does not work properly in the condition it arrived in. We want the store to replace the affected base before we need to involve our lawyers.

  

  Business Response

  Date: 05/02/2025

  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 SR
  

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/12/2025

  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.

  I ordered 6 brand new dining chairs from Ashley. 2 are scheduled for exchange as they are damaged. Another one was squeaking today and I looked underneath and it is missing three screws! The person that installed thrm (Ashley **** just DID not put the screws in! Thr chair can collapse at any minute! I went and looked underneath evey chair and only ONE chair has all the screws. All the rest are missing multiple screws meant to hold the megs together! Whats worse, is thr back of thr chairs are all missing caps meant to cover the screws on thr back and several of the chairs have exposed staples. Each chair was almost $200.00. I cannot believe this quality chair would be delivered to ANYONE. I would like thr chairs all replaced or a full refund, asap. If someone falls on my house due to negligence in not putting the screws in I blame Ashley Furniture. My bed that was installed must be missing screws too because it squeaks. And the armoire one of the doors already does not want to shut.This is not quality furniture. I am highly upset.

  

  Business Response

  Date: 04/23/2025

  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 consumer to discuss this matter.
  Regards, Ashley Furniture Industries, Inc.Corporate Office SR
  

• Initial Complaint

  Date:04/04/2025

  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 bought a mattress February 25 and within one week a slope developed on each side and a hump in the middle of the mattress. Even with the technician coming out with his measuring device that shows the degree of the slope Ashley furniture says there is nothing wrong with it and they are refusing to replace it with a non-defective mattress. After we started experiencing the hump in the middle and the dip on each side after sleeping on it for a week, we went to the furniture store to see what we needed to do. We thought maybe we needed to buy a new base because we placed it on the bed base we already had. The gentleman immediately said no that it was a defective mattress and we needed to file a complaint. So they did that for us there at the store via e-mail on March 16 and a contract employee came out on March 28 and took measurements and evaluated it and said it was defective. This is a Sealy blacktop mattress, and the gentleman that came out told us that he has been on several calls concerning this specific mattress and they have had nothing but trouble out of it. Ashley furniture on ********************** refused his conclusion and sent an employee from the store out to do their own evaluation on April 3rd. He walked in the room and before doing any kind of measurements or anything said he could tell by looking at it that it was not defective. All we wanted was for them to replace the mattress with the same mattress that was not defective. They have buckled down and absolutely refused to do anything. After multiple emails, phone calls, store visit and 3 home visits we have been denied anything. Ashley Furniture *************************************************************************************************************

  

  Business Response

  Date: 04/15/2025

  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 reselection credit was approved on the king mattress and a specialist spoke with the consumer to discuss the next steps.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:04/01/2025

  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.

  Order ********* Five drawer chest with set up and delivery Store **************************** Date 03/08/2025 4:53 pm ********************** We purchased the 5 drawer chest and were told that it would be delivered on April 1st and that 3 days before we would get a confirmation and one day before we would get delivery time, which we did and it was supposed to be delivered today between 9:15 am and 1:15 pm. By 12:30 there was no delivery as of yet so I called, the first *** told me that it was out of stock and it would be redelivered mid April. I asked for a cancelation and the *** was not being helpful. I called back and spoke with the store and spoke with manager ******, who said the furniture was damaged in transit and that we got a call between 11:30 am and the time I was with him on the line (1 pm). ****** did not know who called us, the specific time they called or who they spoke with and said that they do not communicate with dispatch and did not have a phone number for me to call dispatch. They did not call me or my husband ******** ******* who paid for the furniture. My husband did not receive a call from Ashley or their dispatch to be made aware of the damage to the furniture and redelivery. We received an email with the tracking and by 12:30 the tracker did not provide any tracking and that is why I called them. My husband took off from work to wait for the delivery to no avail and lost all days worth of pay for nothing. On top of it ****** said they will not do a credit back to the credit card until Friday the 4th as they need to wait for approval, they hold our funds and no interest is paid. When we buy furniture we pay out front, and when they credit back credit cards for damaged furniture or fail to deliver the product they take their time. We lost our time, work wages and there is no care for the customer.

  

  Business Response

  Date: 04/15/2025

  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 customer canceled the order and was refunded on 4/2/2025 in the amount of $477.93.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional couch mattress and base from Ashley ********** (**) 01/05/25 they delay the delivery by one month because they did not want to deliver two separate items because one piece of the sectional was not ready a month later they push the delivery back another month because they didn't have the piece. The day of the delivery they show up and deliver the bed and frame but the couch was two different colors. They told us they submitted a work ticket and we would receive an email within 72 hours never did I called them and then they submitted a work ticket and said they would send an email in 72 hours they never did.. finally called again and they set the delivery date for 3/27/25.. and of course they didn't show. I called today and they said it's going to be delivered Saturday 3/29 which we never authorized. I've missed two days of work to be there only for them not to show up and not care at all! Ive lost money having to sit and wait for nobody to come and I can't a single person to give any actual help at this point I want to cancel but we already threw away our old couch and no longe have a couch to use! I have never dealt with customer service this bad and I refuse to pay full price for this order and would either like a massive reduction off our bill or to cancel the order completely. The most unprofessional business I've ever bought from and will never e ever buy from Ashley again. Please make this right

  

  Business Response

  Date: 04/09/2025

  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 furniture is scheduled for delivery on 4/12/2025 once the furniture is delivered we will review the consume account for compensation.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:03/24/2025

  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.

  On 2/17/25 we ordered a bedroom set, delivery was made on 2/27. The queen bed consisted of footboard headboard and roll slats.. bed rails were not ordered bed could not be put together. 3/6 delivery ***s delivered bedrails however he told me they were not the correct bedrails. After numerous calls to customer service and the store where no one answers the phone a manager called me back and said he would deliver the right bedrails on 3/20 which turned out to be the same bedrails the previous delivery *** told me were not correcthe said these would work however we did not need the roll slats that were ordered for us and that we paid $90 forI just want a refund for something that should not have been ordered and have no use for!!!! With all the issues I have had with this order I think its the least Ashley furniture could doIm sorry I didnt return all the furniture when there was no bedrails!!!My order number is #********* I will tell you this has been a nightmare!

  

  Business Response

  Date: 04/02/2025

  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 SR 

• Initial Complaint

  Date:03/21/2025

  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 have an order that is missing part of the order. **************** tells me there is no expected delivery of the missing item. I also have another order that continues to delay.

  

  Business Response

  Date: 03/31/2025

  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 furniture was delivered on 3/26/2025 we are sorry for the inconvenience of the delay.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:03/15/2025

  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.

  Two unsatisfactory issues;First, I purchased a split table for $564 in store (*********) mid February 2025 to include a 5 year warranty plan. Interestingly I was informed it would take a month for delivery. First week of March, I received an email indicating I could receive the item early. I scheduled online for a delivery to occur March 6, 2025. I never received confirmation. I emailed them several times with no response. After getting a hold of someone from their customer care department, they told me the delivery couldn't be made because the item was damaged? So, I was back to my original delivery date. Second issue: The table arrived but not as expected. It had damages to include dents, stains, and scratches. I called customer care the same day to request for a replacement table and sent them pictures for evidence as they requested. Their course of action was to send a technician to my home which the soonest they would arrive is on March 25th to verify if the table is repairable, no longer serviceable, or damaged to warrant replacement. Now I have to wait another 2 weeks for them to verify my complaint. I surely didn't order a brand new table for them to repair at my residence? As much business as I've given ******, this is truly unsatisfactory!

  

  Business Response

  Date: 03/24/2025

  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 professional service technician is scheduled to inspect the lift top cocktail table tomorrow. A specialist has reached out to the consumer to offer additonal assistance.
  Regards, Ashley Furniture Industries, Inc. Corporate Office SR
  

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***** ********