Complaints

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

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• 

  Ashley Global Retail

  1 Ashley Way Arcadia, WI 54612

  
• 

  Ashley Global Retail, LLC

  2292 Tittabawassee Rd Saginaw, MI 48604

  
• 

  Ashley Furniture HomeStores

  6298 Mills Dr Ste 400 Whitestown, IN 46075

  
• 

  Ashley Furniture HomeStores

  8708 Castle Creek Parkway East Dr Indianapolis, IN 46250

  
• 

  Ashley Furniture HomeStores

  4221 S US Highway 41 Terre Haute, IN 47802

  

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:10/30/2025

  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.

  Last Feb I brought a couch from them. By March 2025. I have been trying several times to get the couch fix and replace the cushions. I have tried several times to have this couch fix and at this time I would like to be just refunded. They have been been sending me poor quality of cushions.

  Business Response

  Date: 10/31/2025

  Per Terms & Conditions signed at time of sale, once items are accepted all sales are final. We will work with guest to repair and if we cannot repair then we can replace. Parts have been ordered for guest. Need to confirm with ******************* and with guest to determine when parts will arrive. 

• Initial Complaint

  Date:10/30/2025

  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.

  The warranty department is a total scam! When our furniture arrived there was some seams that we not correctly sewn. We had a service guy come to fix it and he said the couch was not put together correctly. He said he would order a new corner cushion. That was in Dec of 24. We have called, emailed and everything else. We have gotten ZERO responses. They say file a claim to a text and absolutely nothing! We just want a reselect not our money back just want a different couch. The service guy fixed it but said it was wrong plus what he fixed came apart again. We paid about $3300 and its a lot of money for a couch thats put together wrong. Oh. ***, our one year is up in two weeks. No service person ever came back, no emails answered when they told us to email and no phone calls. This has been going on for months. No body answers! Totally scamming us and dragging out past a year. ******** in store said to contact BBB and there were many other customers complaining as well. Oh, they sent us the cushion 10 months later. Ashley ******************* is awful!I want a reselect or store credit for the full amount. not my money back I tried to upload pictures and it wont let me. This needs to be resolved ASAP.

  Business Response

  Date: 10/31/2025

  Spoke to **** today and guest informed of the issues with the sectional.  Informed will review the service orders, etc. and determine which course of action.  Guest is requesting reselection. Informed guest of reselection process. Guest already reselection for this set she has.  Informed we can offer a 1 time reselection and this will be the last one, as we will not be able to offer another. Once new items are delivered and accepted all sales are final and we will attempt service 1st. 

• Initial Complaint

  Date:10/27/2025

  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 previously filed a complaint regarding a defective mattress purchase made in July 2025 from Ashley Furniture Store in ********, *********. Following my initial complaint through the Better Business Bureau, I was informed that a pickup and refund would be arranged.On October 17, 2025, the mattresses were picked up as agreed. However, as of todays date, I have not received a refund, nor have I been contacted by the store with any updates regarding the status of my refund.This lack of communication and delay in resolving the issue is unacceptable and has caused unnecessary frustration and inconvenience. I am posting this update to warn other consumers to be cautious when purchasing mattresses or other products from this location.If I do not receive a response or refund within 72 hours, I will proceed with filing a formal complaint with the ********************************** and will consider taking legal action to recover the full refund and compensation for the distress this experience has caused.

  Business Response

  Date: 10/28/2025

  We have picked up the mattress and subitted the refund request to accountong to process the refund  

  Customer Answer

  Date: 10/28/2025

  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 am rejecting this response until the refund is received because I was told the refund would be issued in 3-5 business days. Today is the 7th business day and the refund has not been received. Therefore, the issue is still unresolved. Please provide payment issue date to resolve this matter!
  
  Regards,
  
  **** ********

  Business Response

  Date: 11/04/2025

  Spoke to **** and guest stated she believes she saw the refund posted. Informed it can take 5-7 business days. It was completed 10/29/2025. This is closed.

  Customer Answer

  Date: 11/04/2025

  [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:10/27/2025

  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.

  From the very start, this has been an absolute horrible customer experience. Bought a new mattress and bedframe that was over $6500 total. The bedframe delivery was seven hours past the delivery window time and arrived at 9 PM at night and had a multitude of manufacturer defects that the delivery team noticed as well and took pictures of. The headboard had visible staples, the upholstery was ripped in the headboard, there were gouges, paint, bubbles, dents, and much more. The headboard was recently exchanged, and no longer has the defects. However, a repair technician felt like he could fix the dents, cracks, missingpaint and ***** issue on the side panels and the footboard, the repair technician did a terrible job and all of the repairs did not takeand so I called and got a 24 to 48 hour window for my claim to respond back to me. I figured since it wasmade over the weekend they would get back to me on a Tuesday, heard nothing back, reached out today on Thursday and they asked for photos and information Despite this already being a failed repair in which they have plenty of videos and photos for I took an additional ************************************ I did not have enough information for them. The bed is not even a month old and I have been dealing with repair issue and delay and delay to get this bed officially fixed.Claim number ******

  Business Response

  Date: 10/31/2025

  A technician came out 10/30/2025 but noted was unable to repair the issues. An agent has reached out to the guest to schedule a replacement.

  Regards, Ashley ************************** Corporate Office

• Initial Complaint

  Date:10/24/2025

  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 5/3/25 I went to Ashley looking for a mattress. Spoke with **** ans ***** who informed me of how good and comfortable the mattress was. They informed me if it did not work for me I can return it. I did explain about my extensive travels so I would contact them ASAP if it didn't work out. **** said you have 9 months to a yr warranty. I went back to Ashley twice about a week or two apart explaining that the bed was uncomfortable. I was informed to jump on the bed to break it in. I was also informed by a manager to go to ******* and buy a mattress pad then when the bed is broken in return the mattress pad to *******. My traveling got more intense and was unable to go back to Ashley. My travels came to a stall and I returned to Ashley with my complaint. Hey informed me they could do nothing for me. Behind $**** they can do nothing for me. I thought **** was so nices young man until after my mattress was purchased. I had everything written down with ****** signature as he also agreed to remove my old bed the Wednesday he was off before the new bed was delivered. After going into the store twice reporting the discomfort, no one from Ashlwy ever called to follow up. Now that I misplaced my paperwork and the signature form, the only thing I have as proof is my friend that went with me to purchase the mattress. I just want to warn others that Ashley is not a company that stands by their word. Shop somewhere you will be more respected as a person and customers. Now the question remains will ********************** hold to heir word or not.#****

  Business Response

  Date: 11/03/2025

  The guest mattress was delivered in May.  The mattress comes with a 90-day comfort guarantee, allowing you to reselect a mattress of equal or greater value.     The guest did not contact us until after the 90 -days to say the mattress was uncomfortable.  Since she is outside that warranty period, there is nothing we can do for the mattress.   You do have a longer warranty on the mattress for defects.  

  Customer Answer

  Date: 11/04/2025

  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 went into the store the week after purchasing the mattress,then a second time a couple weeks later to report that the bed was uncomfortable.  Each time I went into the store to report this matter, I was informed I needed to have the item 6 to 9 month allowing the mattress to transform for comfort.  After the second time of going into the store, I was out of town with minimal time home to come back into the store to continue to report this discomfort.  Although I went into the store twice after purchasing the mattress, not one of Ashley managers nor sales person called to see about the comfort of the item they sold me. The first time I went in to report this, I was informed to jump on the bed like a child to help the resistance of the mattress.  I informed them I am no child and will not be jumping in my bed.  The next time I came in, I was informed, Go to ******** buy a thick mattress pad and once the mattress conforms to what you like bring the mattress pad back to ******* for a refund, because they take everything back. My reply to the young manager was, you want me to return a mattress pad to ******* and you wont take your $7000 mattress back.  No one would respond and the store manager refused to come out and talk to me.  It wasnt like I did not contact Ashley before the 90 days that they stated  they allow for return, I got shoved off by the same people that talked so highly concerning the purchase of this mattress.   Please type your response here.]
  
  Regards,
  
  ***** *******

  Business Response

  Date: 11/07/2025

  The guest mattress was delivered in May.  The mattress comes with a 90-day comfort guarantee, allowing you to reselect a mattress of equal or greater value.     The guest did not contact us until after the 90 -days to say the mattress was uncomfortable.  Since she is outside that warranty period, there is nothing we can do for the mattress.   You do have a longer warranty on the mattress for defects.  This is closed.

  Customer Answer

  Date: 11/08/2025

  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 have submitted my response to this same email on Nov 1, 2025

  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/21/2025

  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.

  *Date of Transaction: October 12, 2025 *$1,080 purchase of a full-size storage bed to be picked up at the ******************* 10/14/2025.*Boxes were damaged upon pick-up, Ashley Furniture employee verbally warrantied items noting that he'd personally inspected the furniture. He also stated that he would exchange items immediately by delivery if problems arose. Once unpacked at home, furniture severely damaged and large pieces missing completely. **************** contacted, no return available - exchange initiated and available for pick up 10/27. Upon reaching out to customer service to confirm, I'm advised the bed is backordered and there is no definitive date it will be available. I asked for a return, but am told that is not an option despite the item being unavailable in a set timeframe. I suggested that I'd pay the difference for a different size or bed that was available, but that is also not an option. Although it was a mistake in hindsight, we trusted Ashley Furniture to provide an in-tact piece of furniture, so we donated my son's previous bed before picking up the new one. He is now without a bed and rather displaced for an indefinite amount of time...and they offer no options or solutions outside of waiting. I've called all **************** lines provided and visited the store in-person - I'm told there is nothing I'm able to do outside of waiting, even if it's 6 months or more from now - they provide no options or definitive information. This company has been paid for the item purchased, but they will not provide the item sold to me or any option for resolution.

  Business Response

  Date: 10/23/2025

  I left a voicemail for ************** and emailed *************************** today.

• Initial Complaint

  Date:10/21/2025

  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 September 27th, 2025 we went into the Ashley Furniture Store and purchased bedroom furniture that was on display. The cost was $817.28. We were told that the furniture would be delivered on Saturday, October 4th and that we would receive a text message the day before confirming the delivery time window. We never received a text. So, on Saturday morning we had received nothing. We called the customer service number which went to a call center in ***** telling us that our furniture would be delivered in February of next year. So, we decided to drive to the store in **********. When we got there the manager was defensive at first but then said he would go look in the back of the store to see if our furniture was there. It was not. They had sold the furniture that we paid for to someone else. We canceled the order that day in the store. It is now October 21st and we still have not been refunded our money. Each and every time we call customer service we get the run around. This is not the way to do business and we want our money back. Please help.

  Business Response

  Date: 10/23/2025

  Thank you for bringing this issue to our attention and we apologize for the issues in getting their refund. We are getting with our finance teams in the area to look into this issue and make sure it gets handled. As soon as this is looked into we will reach out to provide an update.

  Regards, Ashley ************************** Corporate Office

  Customer Answer

  Date: 10/29/2025

  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 is the same response that we get when we make calls.  How long should it take to refund someone's money especially when the furniture that was purchased by us was sold to someone else? In my opinion, this is stealing and stalling.  We have made a complaint with our bank and they will be taking the matter up with Ashley furniture.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 11/03/2025

  We show that the refund was completed 10/23.  Credit card refunds can take 5-7 business days to reflect on the card. 

  Customer Answer

  Date: 11/04/2025

  [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:10/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/04/2025 I went to Ashley to look/purchase a couch and was helped by ******* *******. After looking at 2 couches she suggests to review "financing". I entered my information on a kiosk (only asked for info, no description of what this "financing" was) which then displayed a number to call - namely because I keep my credit frozen. I asked if this would be a hard or soft inquiry (this would tell me exactly the kind of "financing" being offered) and she immediately replied with a soft inquiry - I work in finance I know the difference between soft & hard credit hits. We continue forward, at checkout she explained their protection plan's no use no lose feature, simply if you don't make a claim against the protection plan you get your money back. I leave and review my paperwork which clearly stated the protection plan would "refund" you if not use in the form of a store credit. Then I get alerted to a new hard inquiry plus credit card opened. Not once was I told I was applying for a credit card nor does a store credit count as getting your money back in my opinion. Again, I work in finance and the amount of disclosing that typically occurs surrounding credit is usually substantial. Well not at Ashley! No mention about credit card via verbal or written disclosing. The attached paperwork does not even mention a credit card was opened, it simply states "financing through **************". I have already fully canceled the order through customer service in speaking with ****** on 10/17/2025, who was actually helpful. Now I would like my credit report fixed to remove the unauthorized credit application.

  Business Response

  Date: 10/21/2025

  When applying for finance, we have to run through the credit agencies when financing. The guest was not signed up for credit cards. They have a line of credit opened. The banks send cards to the guest for ease of access so when the guest has any questions they have their account on hand. Guest can dispute on their credit report, on their end, or let it fall off. There isn't anything we can do on our end. This is closed. 

  Customer Answer

  Date: 10/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to have a parting statement which appears below. I require no further action. 
  
  I will file a dispute with the credit bureaus. However, for the benefit of future patrons of your store, please train your employees on how to properly discuss your financing terms. Stating a soft inquiry would be made then seeing a hard inquiry hit is absolutely unacceptable and shows lack of knowledge from your employees. I further suggest moral training for your sales representatives as well. 
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:10/20/2025

  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.

  Submitted a warranty claim for my sofa and I have yet to have any of the parts delivered. I keep receiving the same message over and over without anything being resolved.

  Business Response

  Date: 10/31/2025

  We have spoken with the guest and guest ahs been approved for an exchange scheduled for 11/1/25. 

• Initial Complaint

  Date:10/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  I am rejecting this response because:
  They keep telling me that they are transitioning to a new system and I am not in their database. There is no record of my purchase. I have submitted my invoice many times. They have accepted it and told me it will be resolved within 24 to 48 hrs. Only for me to call and get the you are not found in our system, we cannot do anything for you! This response is the problem! 

  Business Response

  Date: 10/15/2025

  Good Morning,

  Thank you for bringing this matter to our attention. This guest is not in our database. Please forward this complaint to the appropriate licensee. If there is anything else that we may assist with, please advise. 

   

  Kind Regards,

  Regeena

  Customer Answer

  Date: 10/20/2025

  I was sold a warranted with my purchase and the warranty provider submitted for a full replacement but now the store insists that they do not have a record of my purchase in their computer. Even though I have my invoice and warranty paperwork and have submitted numerous times and the third party warranty has also escalated and demonstrated that they have the record of my purchase. On September 1st. The store had my records in tact. It was only after I was given a full replacement that my records were erased out of the computer. And even though I have made many calls and visits to the store none of that is documented. They also refuse to cc me in any of the communication and repeatedly hang up on me. Ashley is a scam and I will make sure Everyone knows it!

  Business Response

  Date: 10/30/2025

  This issue is being investigated. While the original order from 2021  has been removed the account is still in our system and any credit provided by Protection Plan providers are created as a separate order. We are discussing with your team on the information sent by **************. An agent will reach out as soon as possible.