Complaints

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

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  Ashley Furniture HomeStore

  1000 St. James St Winnipeg, MB R3H 0K3

  
• 

  Ashley Furniture HomeStore

  1580 Regent Avenue W Winnipeg, MB R2C 2Y9

  
• 

  Ashley Furniture HomeStore

  2930 32 Ave NE Calgary, AB T1Y 5J4

• 

  Ashley HomeStores Espanola

  613 Centre St Espanola, ON P5E 1H4

• 

  Ashley HomeStores

  2316 Larch Ave Quesnel, BC V2J 5T9

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:07/04/2025

  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.

  We ordered the Kristiland Bed on 2/24. It got delivered on 3/28. After unpacking the bed, we realized that we had received an incorrect hardware kit (*****96 instead of ********) which is for a completely different bed!! This kit is essential to build the bed and we were now left sleeping on the floor with the parts of the bed spread out around our small condo. We called Customer Care the same night. The agent said he would place an immediate order for the parts and we should expect to receive them in 2-3 business days. He also emailed the Mississauga warehouse to check if they had the parts in stock. We were willing to go to the warehouse ourselves, if this meant our bed could be built. He said he would reach out to us with an update - no one did We called again on 3/31. This agent said the order was placed and we should get them within 7 business days. She also emailed the warehouse since apparently she couldn't see the previous communication. She said she would get back us to - no one ever did We called again on 4/2. This agent told us the parts had shipped on 4/1 and should take 10 - 14 business days, but could not provide us with a tracking #!! He sent an email to the warehouse manager (the 3rd email to the warehouse without a response) On 4/5 we received a text saying our parts are expected to arrive on 4/28... a FULL MONTH after we initially called. This is completely unacceptable. Not only can no one provide us with a tracking #, but we have not received any response from the warehouse! The customer services agents sound like they are reading from a script and cannot connect us with a supervisor. As first time customers, we cannot believe that you expect us to be ok with having to wait a month to get replacement parts that you failed to send in the first place. Ashley's have provided no other support or compensation for our wasted time and poor experience. * ***** ********** *** * ******* **** ***** *** **** **** **** *** ********** ******** *********** 

  

  Business Response

  Date: 07/04/2025

  I spoke to Arthur.  Guest informed of the issues. He needs some hardware to be able to assemble the bedframe. I have reached out to the Distribution Center to have them make a hardware pack for guest. Will update once I get feedback. 

  

  Business Response

  Date: 11/04/2025

  I spoke to Arthur. Guest confirmed that the Distribution center delivered the missing hardware and guest was able to assemble the bed.  Offered compensation of $***** delivery fee to be refunded for the inconveniences. Guest accepted. 

  Customer Answer

  Date: 14/04/2025

   
  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.
  
  Sincerely,
  
  Arthur ********

• Initial Complaint

  Date:01/04/2025

  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 sofa set from Ashley furniture February 23,2025 for $******** the sofa arrived a week later as scheduled. ** **** ** ****** *** ** ********* ** **** *** *********** ********. We made sure to clear up the house so there’s enough space for the delivery guys to bring in the couch, as they were bringing the couch in we noticed with our camera that they accidentally dropped the sofa and started to drag it in. Once inside, they opened the sofa box and I noticed the 3 seater sofas wood had chipped and gotten scratched in a lot of places which were extremely visible, I pointed it out right away and said look at this and the delivery guy said, “don’t worry, I will fix it”. I was taken aback and didn’t understand how he could simply fix such a big thing. He than resumed to colour the wood that was chipped with some type of crayon and said look now, I told him this doesn’t solve the problem and I don’t want the couch please take it back because it’s still very visible and I don’t want a damaged couch. They refused to take the couch back with them and said to contact customer service they cannot take it back. There was also quite a few other problems, couple area of the couch was dirty, there was a nail sticking out the back , and the wood was not aligned properly in the front. We are very upset that no action was taken. We told customer service they offered a $*** store credit which we declined and they sent someone to clean the couch and touch up the wood colour again. But this doesn’t solve our other issues. We paid for a new couch we want a good couch not something damaged. The 2 seater couch also has a fabric issue on the side which is very visible.

  

  Business Response

  Date: 01/04/2025

  I spoke to Mrs. ***** today.  Guest informed of the issues with the sofa and loveseat.  Stated there were chips, and multiple damaged issues with the pieces and refused service as they attempted and still cannot get to showroom condition.  Offered a replacement exchange. Guest accepted.  Scheduled for 4//8. I did inform guest once items are accepted, and there is an issue, service will be the 1st option.  

• Initial Complaint

  Date:31/03/2025

  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.

  Bought chair mid July 20024. Price on floor was approx $****. If we bought that day salesman would give us chair for $******* if we bought warranty for $******* It covered everything for 5 years repair or replacement is what we were told. At end of Oct2024 chair broke. We flew to Arizona first of November for 5 months. In Dec/Jan I contacted Ashley to describe problem. Took pictures opened a claim and they said no problem we will have parts in a few weeks and contact you for repair. Our daughter lives at home so I said no issue just call when parts arrive. Every month this dragged on waiting for parts and finally in mid March after me complaining that I had been without a chair for months they told me that this chair had been discontinued and to go to the store and get a replacement I went to the store March 29/25 and my exact chair be it a floor model likely the same one I had sat in the previous July while in the store was there. We looked at all the other chairs but none of them had the same functions so I told the store I would take the floor model as a replacement Everything was fine until the salesman came over and asked for another $******. He said this was to provide warranty for the replacement chair I told him I had purchased 5 years worth of warranty on the chair that broke so why would I need to buy more warranty now. He said that’s the way it works in the furniture business. His boss told me the same thing and when I called customer service they told me that this was the way things worked and if I wanted warranty on the replacement I would have to pay $****** I gave them this scenario. On Jan 15th I buy a new chair with 5 years warranty and on Feb 15th it breaks. You can’t fix it so I get a new chair and need to pay you $****** for warranty. It breaks again March 15th. I have to pay you another $****** for the replacement and it breaks again June 15th and same thing. Pretty soon I’ve paid more for warranty then the value of the chair Help me

  

  Business Response

  Date: 01/04/2025

  I left a voicemail for ***** ******** and emailed *************************** today.  Guest has an open exchange order scheduled for 4/10. 

  

  Business Response

  Date: 02/04/2025

  Spoke to Darwin today.  Guest informed that the issue has been resolved. He explained the issues in store when trying to get another chair replacement, and finally was able to get resolved through customer care. The guest is receiving the same item, exchange for a floor model. Scheduled for 4/10

  Customer Answer

  Date: 03/04/2025

   
  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.
  
  Sincerely,
  
  Darwin ********

• Initial Complaint

  Date:18/03/2025

  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.

  On Dec. 31, 2024, my husband and I purchased a number of items at your store as follows: 1 couch and matching chair; 1 coffee table and 2 matching end tables; 1 queen size mattress and mattress cover. We were told we had to buy the mattress cover if we wish to return the mattress at some point.  With the addition of taxes and delivery fee, the total bill was $********  With the exception of the couch, all items were delivered on Jan. 9, 2025. For two nights I tried to sleep on the mattress, but it was extremely uncomfortable.  On Jan. 11 2025, my husband went in to your store to obtain another mattress. And make arrangements  to exchange it for the first mattress. In order to get another mattress immediately and bring it home himself, he was forced to pay for this mattress and for a second mattress cover. He was told that we would be reimbursed for the second mattress when your store picked up the first mattress from us, which you eventually did on February 13, 2025.  As of today, we still have not been reimbursed for this amount. It was on this second visit that we were told we would not get a refund for the first  mattress. Instead, we would only get a store credit, a credit that could only be used for the purchase of future mattresses.  This was the first time we were made aware of this condition. My husband has phoned your store many times and sent emails trying to correct this situation. No one has returned his call or emails. Enough!! We want a full refund for the price of the first mattress ($******* including taxes), a full refund for the unnecessary purchase of the second mattress cover ($****** including taxes), and a full refund for the interest we’ve had to pay on our credit card for the second mattress. ** *** **********  *** ****** ******** ****** ** **** * **** ** **** ****** *** **** ****** *** ***** ******* ** ****** ** ********* ***** **** ****** ** ******** ** *** *************

  

  Business Response

  Date: 29/03/2025

  I reached out to guest and emailed **************** today. 

  

  Business Response

  Date: 03/04/2025

  I spoke to Joe today. Guest did state he worked with Jason and thinks everything has been resolved. Jason submitted a refund for $******* and it has been completed. Informed it can take at least 5-7 business days before reflecting on their card.   

• Initial Complaint

  Date:18/03/2025

  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.

  On January 8, 2025 I went to the Ashley Furniture store at 3060 Davidson Court, Burlington, ON, L7M 4X7. I spent close to $**** at those store. When my furniture arrived, I noticed that all of it was damaged with missing bolts/screws, chips, dents, broken railings. I called the head office in Winnipeg and they said they would replace items. Again in February I went back to the store and complained. They let me exchange my coffee table for another table and told me my other items would come in the mail. Again people came into my home and replaced my old table with a new table and again it was all damaged. The items that were to be replaced never came in the mail. I’ve missed 3 days of work so that they can pick up, replace and deliver new items. They leave a mess. It has been 2.5 months and my items are still broken and not replaced. They have picked up items and I have yet to receive a refund. I am stuck. I’ve paid so much money and my furniture is broken and the items I returned I never got a refund for. I’ve been to the store 3 times to complain and have called the office in Winnipeg about 10 times now. Every single item I’ve ordered was damaged and poor quality. I’ve missed 3 days of work so that they can deliver, replace or pickup items needing to be returned. **** **** **** *** *** ******* ********* **** **** ******* ** ** **** *** **** **** **** **** ***** *** *** ** **** **** ***** ** ** ******* *** *** ***** *** 

  

  Business Response

  Date: 29/03/2025

  I reached out to guest and emailed ***** ******** ***************************** today. 

• Initial Complaint

  Date:17/03/2025

  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.

  I am writing to express my frustration and dissatisfaction with the handling of my recent issue regarding a 4-piece Tanavi sectional couch set, which I purchased in 2021, along with an additional 5-year coverage plan. Unfortunately, the ottoman has developed two significant issues: a defective zipper and a stain. After reaching out to your team for assistance, I was informed that the zipper could not be repaired and that I would be offered a credit for the ottoman, as it has been discontinued. While I appreciate the credit offer, I am facing a major problem: as this is a 4-piece sectional, returning the ottoman alone is not a viable solution. I would effectively be left with an incomplete set that I cannot replace, which renders your resolution inadequate. I proposed a reasonable alternative: either I could return the entire 4-piece sectional for a credit so I could purchase a new couch, or I would be willing to accept a reasonable credit due to the defective zipper, but I would keep the ottoman and repair it out of pocket. Given that this is a full sectional set, it only makes sense to address the issue comprehensively. Replacing the ottoman without considering the impact on the entire set is not a fair or logical solution. When I requested to speak with a supervisor to escalate the issue, I was told that the service representative had already consulted with them but was never given the opportunity to speak with the supervisor myself. This lack of transparency and communication is highly unprofessional and disappointing. I believe a more reasonable resolution is possible, and I trust you will reconsider your position. I expect a prompt response and an appropriate solution to this matter.

  

  Business Response

  Date: 17/03/2025

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

  

  Business Response

  Date: 18/03/2025

  I spoke with Dmitry today.  Guest expressed his concerns in having to only get credit for an ottoman.  Informed guest that since the Items are out of the 1 year manufacture warranty, the extended warranty approved a credit for the ottoman to be replaced.  The item is no longer current, is Obsolete, and we cannot replace it. Guest was given option to reselect for anything else, does not have to be an ottoman. Guest is requesting to keep ottoman as is, with a 50% discount and he will repair himself.  Or he wants credit for the ottoman and sofa, since they are a set to be credited to replace as he doesn't want non-matching furniture. Informed guest I can get with the claims department to see if that is possible however it is not guaranteed and we cannot override the warranty claims since it is out of the 1 year.  Will reach out and get back with guest. 

• Initial Complaint

  Date:19/02/2025

  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 sofa has been fixed numerous times and is worse than ever. My disabled husband can't even sit on it. It's lop sided and extremely uncomfortable

  

  Business Response

  Date: 24/03/2025

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

  

  Business Response

  Date: 25/03/2025

  Spoke with Carmela today.  Guest informed of the issues with the sofa & loveseat. We have attempted repairs and have been unsuccessful and guest is still not happy with quality, etc. Guest requested a full refund/return. Informed guest per policy once items are accepted all sales are final. Informed I can do an even exchange for the loveseat & sofa. Guest not happy with items and doesn't want same issues. Offered a reselection for something different of equal or greater in value. Guest accepted reselection.  

• Initial Complaint

  Date:06/02/2025

  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.

  Purchased a sectional in ashley furniture brandon, mb January 6,2025 they were suppose to deliver Jan 25 and nobody showed up, I called Jan 25 to confirm my delivery and nobody called me back. called Jan 27 called the store spoke to someone in Wpg 945 am, at noon talked to someone again and said I would either have my money back or someone would contact me for a delivery. on that same day got call from delivery team said it could be delivered Feb 5,2025 agreed to that date. Feb 5 nobody called or showed up for delivery, I called store does not answer phones had to talk to customer service 3 times they told me they were emailing store and manager, and my daughter also talked to customer service in Wpg for additional help to contact guest services. No response from store. Guest services was called by my daughter Feb 6 who told her they would email store and email store manager, several phone calls throughout the day to store was made nobody picks up phone, my daughter tried booking an online phone appointment nobody called her back. I called 2 times today and again the store was emailed by customer service two times with no response again. I was told by customer service the second time that I should just go to Brandon which is two hours away to try to resolve in person. I just at this point want my money refunded in full. I have everything documented if additional information is needed.

  

  Business Response

  Date: 17/03/2025

  I spoke to ****** today.  Guest went over all of the issues she had in trying to get her furniture delivered.  It was to be scheduled or delivery, then cancelled.  Guest did cancel her order, and was speaking with another representative about the issues.  Guest was offered a $*** credit to use in store towards a new sofa, or anything.  Guest did accept offer. GC # ************* *******.  This is closed. Please close. 

• Initial Complaint

  Date:03/02/2025

  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.

  Subject: Complaint Regarding Damaged Dresser and Wall Damage from Delivery To Whom It May Concern, I am writing to file a formal complaint against Ashley HomeStore regarding a recent purchase and delivery experience. On January 28th, 2025, I received a dresser that I had ordered, and I was disappointed to find that it was delivered in a damaged condition. The dresser was visibly dented, with noticeable scratches and dents on the surface that were not disclosed to me at the time of delivery. Not only was the product in poor condition, but during the delivery process, there was also significant damage done to my wall. The delivery team caused multiple dents in my wall while bringing the dresser into my home. I am extremely dissatisfied with the carelessness displayed during this process. I immediately contacted Ashley HomeStore to address both the damaged dresser and the wall, but my concerns have yet to be resolved. I would like the following actions taken: 1. A replacement of the damaged dresser with a new, undamaged item at no additional cost to me. 2. Compensation or repair for the damage to my wall caused during the delivery. 3. An investigation into the delivery process to ensure that future customers do not experience similar issues. I believe this matter requires prompt attention and a resolution. I expect to hear back from Ashley HomeStore within a reasonable time frame to address these concerns. If this issue is not resolved satisfactorily, I will have no choice but to escalate it further. Thank you for your attention to this matter. If required, I have proof of damage that was taken the night of and Ashley customer service was contacted the next day with no response, I also contacted the store manager and nothing was done about it, at this point, I want this to be resolved as soon as possible. ********** ******

  

  Business Response

  Date: 14/03/2025

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

  

  Business Response

  Date: 14/03/2025

  The guest called back.  I spoke with ***** (Mrs.) and Mr. ********* today.  Guest informed of the damages on the Dresser (**** ************) and service was unable to repair, touch up.  I have offered to replace the dresser.  Guest accepted offer.  I am also ordering glides for the chest middle drawer as the guest is having issues with that item as well. I have informed guest once the new dresser comes in we will schedule a date to exchange. 

  

  Business Response

  Date: 20/03/2025

  I left a voicemail for ***** ******** and emailed ************************* to schedule the exchange of the dresser and inform of parts order. 

  Customer Answer

  Date: 21/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, however, Ashley had sent another damaged dresser, so the exchange did not happen as per scheduled date on March 19, it has been  rescheduled for Tuesday March 25th. 

  They still need to give me some of my money. 

   

  Once resolved, I will be in touch. 

  
  Sincerely,
  
  Preeti *********

• Initial Complaint

  Date:29/01/2025

  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 detailed account of the issue is attached to this claim. To summarize, I bought a reclining sofa and loveseat set from Ashley HomeStore on boxing day. I took possession of the loveseat the next day and noticed it was damaged and defective upon receipt. I immediately called the store and requested a replacement - this was denied and they refuse to help me saying I must now deal with their corporate customer care team. Ashley technicians and delivery workers have both acknowledged the damage and defects in the furniture and I have been waiting for service to resolve this issue ever since despite multiple calls to the local Ashley store and the corporate customer care and parts departments.

  Customer Answer

  Date: 06/02/2025

  The feet for the loveseat arrived February 5th and were installed. They did not resolve the issues with the right chair of the love seat which was defective upon delivery and has seemingly worsened as a result of the time delays in addressing the initial damage.

  The Right seat of the loveseat is not level, the reclining mechanism does not function properly and the chair is very loose.

  * ** ********** * ***** ** *** ******* *** ** **** **** ******* * ***** *** ****** *** ***** *** ** *** ** ******** ** *** **** ***** ** ** ********* ******** ***** ******** ***********************************************************************************

  

  Business Response

  Date: 21/02/2025

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

  Customer Answer

  Date: 24/02/2025

   
  Complaint: ********
  
  I am rejecting this response because no direct contact with me was made and no solution has yet been offered. An Ashely HomeStore representative called and emailed me almost 45 minutes after their closing hours on Friday night so when I tried to respond with 15 minutes of the missed call there was no one to speak with. I have called the representative back multiple times without answer on Monday morning February 24, 2025so I left a voicemail requesting a callback. I am still waiting on that callback at this time.
  
  Sincerely,
  
  James ********

  

  Business Response

  Date: 28/02/2025

  Spoke to James today. Guest sent in photos and description of the issues with the loveseat.  I have reviewed photos and informed we are exchanging loveseat.  Informed that we do not have in stock and soonest is due to arrive mid March. Guest aware of ETA and will follow up until we complete the exchange.