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

  35120 Central City Pkwy Westland, MI 48185

  
• 

  Ashley Global Retail, LLC

  19820 West Rd Woodhaven, MI 48183

  
• 

  Ashley Global Retail, LLC

  32766 John R Rd Madison Heights, MI 48071

  
• 

  Ashley Global Retail, LLC

  2292 Tittabawassee Rd Saginaw, MI 48604

  

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:07/25/2025

  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 ordered a black with silver accents bed frame and 5-drawer dresser from Ashley Furniture Homestore. The initial sale/purchase went very well. The store salesperson was very patient and knowledgeable of the store's sales that day. The purchase, using a store credit, was completed - no problem. The delivery was pushed back twice - a week and a half from the original date. That was no problem either. However, when the bed was delivered, it was the wrong bed! And the bed ordered wasn't even in the truck; the matching dresser for the black bed was on the truck, but it was damaged according to the deliverers. So we rejected the dresser. We received a correspondence from someone at the store saying that the dresser that matches the brown bed assembled can be delivered at no cost-our apologies. No harm, no foul. We are now waiting for the ne2, brown dresser. Through SEVERAL email correspondences with *****, she reminds us that the black dresser was rejected and that the order was closed, but we are supposed to receive the matching 5-drawer dresser. As shared with her, this is NOT the first time we have received poor customer service from **********************. Currently, we have no dresser and no promise from the company to provide the matching dresser.

  Business Response

  Date: 07/25/2025

  I have emailed ************************** We are unable to locate an account with the information provided. I have requested a sale order, phone number on the account to be able to assist. 

• Initial Complaint

  Date:07/24/2025

  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.

  Bought a leather couch from ashley furniture store in 2021. Bought an extended warranty that explains defects in the material is covered. Tried to clean leather that has started to turn green with a premium leather cleaner and the leather is coming off. I was told by the third party warranty company *** that my warranty only covers bodily fluids not anything else and they would not resolve my issue with the leather coming off during cleaning. I have never cleaned leather that comes off. Stains are covered but again. *** associate said only bodily fluids. I will never buy another piece of furniture from this company again

  Business Response

  Date: 07/25/2025

  Guest is out of the 1 year manufacture warranty.  We cannot override GBS denials.  There is nothing more we can do. This is closed. 

• Initial Complaint

  Date:07/23/2025

  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.

  I bought the Stupendous Oversized Chaise in-store in October 2024. After a few weeks, it began sagging and creaking. I filed a warranty claim, they sent a repairman out who said there was nothing to repair it's just poor quality. I was able to get a new one shipped out to replace the faulty chair in April 2025. On June 5 2035, I filed another warranty claim on the replacement chair because again, the seat is sagging terribly and it's creaking. I received an initial response on June 11th requesting additional information which I provided on June 26. I again retreated that the chair is faulty and requested a refund and return so as to not waste the company's time and resources on a "repair." I followed up multiple times about scheduling a repair between June 26 and July 3 but have heard nothing since then. It's been 3 weeks with no response from Ashley. I am requesting a full refund in the amount of $1707.46 in exchange for the return pickup of the chair. A chair should last more than 6 weeks before sagging and creaking. It's literally unusable now. Ticket ****** Order Number:025G123859

  Business Response

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/27/2025

  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.
  
  Thank you, *******. I will give you a call on Monday 7/28. As this is now our 2nd Stupendous chair that's defective, the ideal resolution for us would be a return/full refund so as to not continue the warranty/repair/replacement cycle every few months. 

  
  

  
  Regards,
  
  Ashley ******

  Business Response

  Date: 07/28/2025

  Spoke to Ashley today.  Informed gust we are unable to offer a complete return/refund.  I am able to offer a reselect for something different of equal or greater in value. Guest will have 14 days to go into store. Cannot be used online. Emailed info to guest as well. Guest agreed. 

  Customer Answer

  Date: 07/29/2025

  [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,
  
  Ashley ******
  

• Initial Complaint

  Date:07/22/2025

  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.

  In 2018, I purchased multiple furniture items from Ashley Furniture along with a 5-year extended protection plan, which was heavily promoted and sold at the time of purchase. During the warranty period, I submitted multiple claims almost all were denied with little to no explanation. One serious claim was acknowledged: a couch that became a fire hazard due to overheating. A part was shipped but never installed. The couch remains unsafe to this day.After the plan expired, I reached out to Ashley to explain that the plan provided no real value, despite our good-faith attempts to use it. I provided a detailed history, including claims filed, the part shipped, and real-life hardships (COVID lockdowns, newborn babies, cancer in the family) that limited our ability to follow up aggressively at the time. I requested a refund or, at minimum, store credit.Despite my numerous respectful emails all detailed and well-documented Ashley ultimately refused to offer any resolution, deflected responsibility to the third-party warranty provider, and ignored key facts. They even falsely claimed we didnt file claims, which is demonstrably ********* requesting a refund of the warranty or an equivalent store credit, as a goodwill gesture for the failed product they sold and refused to stand behind. This entire process has been exhausting and deeply disappointing.Thank you.

  Business Response

  Date: 07/25/2025

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

  Customer Answer

  Date: 07/29/2025

  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.
  
  I appreciate Ashleys response, but this does not resolve the issue.

  This is the first time Ive ever been told that a store credit was available after the protection plan expired. That option was never mentioned at the time of purchase, or in any of the communication Ive had with Ashley until I received an email from an escalation specialist after filing this BBB complaint. Had I known about the store credit and the 180-day window, I absolutely would have used it. Ashley previously told me I was simply out of luck once the plan expired no mention of any store credit or timeline.
  Furthermore, the claim that any claim, whether approved or denied, voids the credit was never disclosed at any point. That policy seems not only unreasonable, but also misleading to customers who made good-faith attempts to use the warranty they paid for.

  I have attached screenshots of my email correspondence with Ashley, since their BBB response only mentioned a voicemail. The record shows that I received an email with new information (about the credit and expiration) and the case was immediately closed without giving me a chance to respond.
  

  I am not asking for a refund I would accept a store credit, and Ive communicated that clearly. This issue is about Ashleys lack of transparency and communication, and I believe that the company should be accountable for honoring what it sells. I respectfully request that Ashley reconsider this matter and offer a store credit, since I was never informed of the 180-day window or conditions that voided it.
  
  Regards,

  ******* ****

  Business Response

  Date: 07/29/2025

  Guest prefers email correspondence. informed guest that since the plan is a 5 year plan, it expired in 2023 we cannot offer the credit. It is a credit only, it does not get refunded.

   

  email to guest: The Extended warranty that was purchased in 2018 is a 5-year plan.  Once the 5 years is up, in this case it would have expired May 3, 2023, and then you have 180 days after to use that credit. It is to be utilized as a credit. It does not get refunded. It is a credit to use in store towards a new purchase of $500 or more. Any claims are made voids that credit, weather the claims were approved or denied. Since this expired in 2023, we cannot offer the credit. I do apologize as this is not the resolution you were wanting, however since it expired in 2023 there is nothing more we can do on our end.  I will be closing this claim.  

   

  This is closed. 

  Customer Answer

  Date: 07/30/2025

  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.

  Ashleys most recent response (sent after my detailed update) does not acknowledge or address the information I provided in my prior message. They have repeated the same explanation of the warranty terms without responding to the specific concerns I raised, including:

  -This is the first time I was ever informed that a store credit was an option.
  -I was not notified that any claims (even denied ones) would invalidate that credit.
  -I made multiple good-faith efforts to use the protection plan during the valid coverage period, and Ashley has yet to offer a reasonable explanation for why those claims were denied.
  -I submitted a written update through the BBB before this company reply, and that message was not acknowledged.
  

  Ashley closed the case without allowing me to respond, which I find unprofessional and dismissive. I respectfully request that this case remain open and that Ashley provide a direct, meaningful response to the points above, not a repeat of the same scripted policy. 

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

  Business Response

  Date: 08/04/2025

  We have already informed guest that since this plan ended after the 5 years, in 2023, we cannot offer the credit. It also does not get refunded.
  
  email to guest: The Extended warranty that was purchased in 2018 is a 5-year plan.  Once the 5 years is up, in this case it would have expired May 3, 2023, and then you have 180 days after to use that credit. It is to be utilized as a credit. It does not get refunded. It is a credit to use in store towards a new purchase of $500 or more. Any claims are made voids that credit, weather the claims were approved or denied. Since this expired in 2023, we cannot offer the credit. I do apologize as this is not the resolution you were wanting, however since it expired in 2023 there is nothing more we can do on our end.  I will be closing this claim.  

   

  There is nothing more we can do. This is closed. 

  
  

  Customer Answer

  Date: 08/04/2025

  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.

  Ashley has once again submitted a copy-paste of their previous message without responding to the substance of my rebuttal. They are repeating that the protection plan expired and that a 180-day store credit window applied, but they continue to ignore that this is the first time Ive ever been told about this credit.
  

  Their claim that weve already informed the guest is false. I have email records showing that this information was only disclosed after I filed this BBB complaint- not at the time of sale, not during the warranty period, and not during my many attempts to resolve the issue through Ashley customer service.

  They have also ignored the policy that using the plan (even unsuccessfully) voids the credit, which I was also never told. That is a deceptive condition that penalizes customers for trying to use the warranty they paid for.

  Ashley has chosen to ignore these serious communication failures, and their repeated efforts to declare this case closed do not make it so. I am again requesting that BBB keep the case open and reflect that this complaint remains unresolved. 

  Thank you,
  ******* ****

• Initial Complaint

  Date:07/22/2025

  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.

  A recliner was purchased by my daughter for me. It arrived on May 13. I was not present when it was delivered. I sat in it and determined that I could not feel comfortable using it in the evening after it was delivered. The delivery team suggested that Ashley must be notified with two days of delivery. Ashley was notified on May 14. Ashley has declined to take steps to resolve the issue. The new (unused) recliner sits in a spare bedroom. It has the original tag(s) from the delivery attached. The only value to me is the aesthetic value. Ashley is taking advantage of my age (81) and infirmity by refusing to try to resolve the issue.

  Business Response

  Date: 07/23/2025

  Spoke to ****** for a brief moment. **** stated he was getting a haircut.  Per previous notes guest has been informed, as well as a daughter that called in that we cannot offer a return on the recliner. Item was delivered and accepted. Anything reported within 72 *** we offer service, not a return. Will reach out once more to explain to guest again. attached terms & conditions as well that the gust signed at time of sale. 

  Customer Answer

  Date: 07/24/2025

  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,
  
  ****** ****

  Customer Answer

  Date: 07/24/2025

  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.
  Notice was given within 72 hours.  Please stop the deceptions.
  [Please type your response here.]
  
  Regards,
  
  ****** ****

  Business Response

  Date: 07/25/2025

  I spoke with ****** today. Informed guest we cannot offer a return on the recliner. Item was delivered and accepted. Anything reported within 72 *** we offer service, not a return. Guest stated that he didn't like it, and it is small. Informed guest it should've been refused at time of delivery. Once accepted all sales are final. This is signed at time of sale. There is nothing more we can do. I kept repeating this to guest, and informed I will be closing this.

   

  This is closed. 

  Customer Answer

  Date: 07/28/2025

  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.  A phone call the day after the delivery asking for other merchandise has been continuously ignored by Ashley.
  
  Regards,
  
  ****** ****

  Business Response

  Date: 07/28/2025

  I spoke with Walter  and we have Informed guest numerous times that we cannot offer a return on the recliner. Item was delivered and accepted. Anything reported within 72 *** we offer service, not a return. Once accepted all sales are final. This is signed at time of sale. There is nothing more we can do. This is closed. 

  Customer Answer

  Date: 07/29/2025

  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 a

  I do not accept the response.  It is unreasonable.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:07/22/2025

  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.

  On May 2025, we submitted a claim that was within the timeframe for warranty coverage for the recliner purchased through Ashley Furniture. The recliner is not working as it should and the motor is faulty. They initially gave us a claim number of ******. Almost a month had gone by with nothing being resolved. We called a few times with zero help. According to them, there was no claim number (the one given above). Called back on Jun 4 2025, and after multiple transfers, someone finally found the claim only now it was a completely different number. Now it was claim number ******. According the person we last talked to on 4 June, they said that was the claim number and that it was finally going to be taken care of and the new parts would be sent to the address provided. We verified that once the new parts were delivered, we could call back to set someone up to come over and fix the recliner. Its now July 22, ********************************** our possession, they are now claiming there is no claim done by us or by any of those claim numbers. Very unhappy with their lack of resolution.

  Business Response

  Date: 07/24/2025

  I spoke with ****** today. guest informed that she filed this claim on the power lift recliner while under the 1 year manufactures warranty. guest was informed parts would be ordered, etc. I do not show a part order. I was able to locate the claim, video and informed guest the last notation shows they requested a serial number. I have informed guest I will order the parts on my end and emailed guest the part order number along with my contact info. Will follow up and informed guest once she receives parts we will get a tech out. 
  
  

• Initial Complaint

  Date:07/21/2025

  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.

  Purchased furniture at the ****************** in ***** ** on ******************* on 5/31. The salesman talked us into a warranty plan costing over $1000. An hour after we left I called the store to cancel it, as we were told we had up to 30 days to do so as long as no claims had been made. We had just purchased it and had not even received the furniture yet.I called the store and was told I had to call customer service to cancel the plan. After being on the phone with them for 20 minutes I was informed the sale must not have processed yet bc she could not find it, even after giving her our order number. I was given a case number and she told me it should be handled the following day once the order showed up in the system.3 weeks later we still had not received the credit. I called again and spoke to ******* at **. I asked to speak to a supervisor but was told there was not one available. She said she saw notes that were made that the refund was being processed and would be receiving a call back from someone within 72 hrs. Never received a call, nor have we received a credit.Called to speak to the store manager in *****. Was told he was not available, so I left my name and asked for a call back. Never received that either. Called again on 7/21 to the Tampa store and asked for the manager. Was told he was not available. Said I would hold, he never came to the phone.Called CS on 7/21, its been 7 weeks trying to get my refund. Asked to speak to a Supervisor. I repeated this was my 7th call and only wanted a supervisor. Was put on hold for ************************************************************************* on 6/24. I was told there were no supervisors to help, and only the processing center could handle this. Asked for that number. Was told they didnt have it. Asked where their main hq was located. He told me he didnt know for protection? CS # directs you to people in the *********** who have no idea where their paychecks come from? Getting the complete runaround!

  Business Response

  Date: 07/22/2025

  I am unable to locate guest in our system.  It is possible this was purchased in another franchised location. I have reached out and emailed ******************************************* for more info on the order. 

• Initial Complaint

  Date:07/21/2025

  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.

  On July 4, 2025 I was surfing the internet when an ***** ad popped up showing a Alisdair Queen ****** bed with 12 inch hybrid mattress for $699.98 I snap shotted the ad and went to the local Ashley to process the transaction. In addition to the Bed and mattress the ad showed a dresser for $249.99 which I also bought. The delivery was scheduled for July 9, 2025 (white glove). At the time of the delivery the mattress came rolled up and bound in shrink wrap. The bed set up was done but not the mattress because the driver stated I needed a box spring. I stated I know. He left the mattress wrapped up. After he left; I unrolled the mattress to allow it to fill in by the time of my boxspring delivery. It had an area that was still flat after a few hours, it looked frumpy and still low in some areas. My family stated it was the nature of a hybrid to give it a few days. On Saturday, Friday, July 12, 2025 I contacted Ashley *************************** ************** sent an email with a number to contact stating it was text only. I initiated the claim on July 14, 2025. The acknowledgement stated I would hear back asap. 4 days later I reached out again; specking with someone in customer service. Then escalated the matter after no one reached out. I complied with all requests and sent pictures of my concern for both the dresser and the mattress only to be told; they found no defect in the mattress and a 30% discount would be issued if I keep the dresser. I agreed to the discount on the dresser and pressed for replacement of the mattress which still has that crease in it and looks like a return sold to me as new. I want a decent mattress and the 30% refund offered and accepted. The agent I had all the back and forth with placed email correspondence on ignore. I have all conversations printed.

  Business Response

  Date: 07/22/2025

  The guest is currently working with our *** management team in getting this issue resolved. Manager emailed guest on 7/16 and requested photos of the mattress.  I will provide any updates on the guest resolution.

  Customer Answer

  Date: 07/23/2025

  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 received an email today 7/23/25 at 3:50pm cst  stating the technician reported no problem with the mattress.  What technician??  No Technician ever came to my address: ****************************************************************************************** on this date or any other.  I have asked that someone comes out to look at the condition of the mattress and I am getting this type of run around from day one.  I have email  copies where the agent states someone will be scheduled to come out and after that my ability to respond to the warranty team was blocked until today.  I gave my address as requested so; I don't know where they went but it wasn't here.   ALL I WANT IS A PRODUCT FREE OF DEFECT!   A Blind man can see the creases in the mattress from the photos and if they will accept the video which details the problem they see the view from all angles.  The mattress is just as it was delivered, battered and worn looking.  I have not so much as sat on it!    Apparently this is common practice for Ashley, and I intend to exercise my rights as a consumer who purchased in good faith with this company.   
  
  Regards,
  
  ******* ********

  Business Response

  Date: 07/24/2025

  The guest is currently working with our *** management team in getting this issue resolved.   I will provide any updates on the guest resolution.

• Initial Complaint

  Date:07/19/2025

  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.

  Went in store to order new furniture for a house me and my fiance were purchasing and while the sales process was simple and ****** did an excellent job being knowledgeable and helpful. Everything since has been nothing short of an absurd comedy of mistakes and errors.When they delivered our furniture the installers damaged our dining table by over tightening the bolts on the underside of the table to the point where humps formed on the table top. Luckily, that was ***laced fairly quickly within two weeks with little hassle.When we finally got our bed and sheets in we slept on our new bed for ONE night fine, but the center support beam splintered and split on the SECOND night from normal use. I called to ask about ***lacing that and was told to file a warranty claim.Hahaha yeah right. No shot im filing a claim on a piece of furniture that was used once and was improperly installed (screws where over tightened causing the wood to splinter) so I reached out to our helpful sales *** with photos and she said shed get it in the process to be swapped out. That was two weeks ago.I am glad we have a guest room with a second bed set or otherwise my pregnant fiance would have to sleep on an air mattress while Ashley Furniture does. Nothing?Completely appalling. Utterly nonsensical I will be telling anyone who will listen to steer very far clear of Ashley Furniture and the destructive white glove installation, they didnt even remove the plastic from the dresser, chest, and nightstands when installing the handles. I had to go back behind them and remove the handles to get all the plastic off. Use ******* instead.The customer service department is sending me the ***lacement parts which will be here in 2-4 weeks. I guess im expected to do their job and put the bed together myself now? Probably for the best, the white glove service would probably damage it again anyway. *****************

  Business Response

  Date: 07/21/2025

  I spoke to ****** today. guest did receive a replacement table and that issue has been resolved. The guest issue now is the slats and legs on the bed. The slats have been splintered due to the screws being screwed in too tightly. The center leg is also broken. I have offered to replace the slats/rails for guest as we can have those available by 7/31/25. As of right now they are due to arrive 7/30 tentatively. I did inform guest that can change, however we may be able to get this done before parts arrive. Guest okay with that. I will follow up with guest by EOD Tuesday 7/29 to confirm exchange is good to go. 

• Initial Complaint

  Date:07/19/2025

  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.

  Bought 2 lift chairs from Ashley. Delivered july 15 and one broke July 17. My parents are 91 and 86 and now only have 1 chair at their room at assisted living. Keep getting put off and getting run around. No solutions . Chair stuck in lift position so they cant even sit in it . Afraid they might try to sit and slip out. They both have dementia

  Business Response

  Date: 07/22/2025

  Spoke to **** today. Guest informed of the chair being stuck in the upright lift position. I did inform we would need to attempt service, order parts before we can offer a replacement as the policy states.  Attached Terms & conditions. Guest stated she spoke with a store manager about replacing the chair. There are no notes in account informed we must attempt to get the parts and service before we can offer a replacement. I have ordered parts and will follow up with guest by EOD Friday to see what the *** is.