Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/02/2025

  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.

  I made a purchase on ashley funiture store on Feb1/25 buying one queen bed set include head/foot board/sides, one painting, two drawers, one queen mattress, one mattress protector, and two queen duvet covers in total $******** On feb11/25 i canceled mattress protector. The ultimate cost for all is $****. I prepare using the ashley duvet covers tonight so i washed them and went to ****** and ****** to buy queen duvets that fit, but turns out the ashley covers dont fit for duvets from both stores, they shrink too much after washing and theres no proper duvet to fit them, smaller for queen larger for double. I then went to the ashley store ask for an exchange or refund, they refused and blamed me for washing them expecting people not washing their beddings for whole life. I have been buying from other stores never happen like this. I would like a refund for covers now as they are low quality covers sold for unmatched price, two duvet covers for $******(*************) and shrink that much after washing followed directions.

  Business Response

  Date: 26/03/2025

  I spoke with Mrs. ** today.  Informed guest that the Queen Duvet set was sold As Is and does not carry warranty.  Guest stated that she washed the items, and the items ruined in the wash.    We cannot offer an exchange or replacement. This is closed. 

  Customer Answer

  Date: 26/03/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  i didnt say the wash ruined the item, the reception called me stating the item doesnt have warranty or anything and asks me to accept whatever it is and close the case. No.
  Sincerely,
  
  **** **

  Business Response

  Date: 26/03/2025

  I spoke with Mrs. ** today.  Informed guest that the Queen Duvet set was sold As Is and does not carry warranty.  We cannot offer an exchange or replacement. This is closed. 

• Initial Complaint

  Date:14/05/2024

  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 bought a sectional at this store about a month ago. They opened a line of credit account in my name after saying that they wouldn't. I was very concerned and made them aware that I did not want any type of account or anything that would affect my credit in any way, shape, or form. They **** *** said that it was a soft credit check and that since I was paying with cash in full and never using the account, that it would never activate and would not affect my credit. I paid cash. I did/do not need financing and they opened an account after telling me that they wouldn't. When I called the business to try and resolve the issue, they told me my issue was with the lender. I want the account closed like it was never opened. I have not and will never use it.

  Business Response

  Date: 16/05/2024

  I have spoken with the guest and explained that we are not able to close the account for him and remove it from his credit report.  He will need to close the account himself.  I also apologized for any confusion.  He did fill out and sign for us to run us credit to open the account.  

  Customer Answer

  Date: 16/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The response needs to address my complaint.  We talked on the phone about how I would call the lending company to close the account.  However, this company failed to take any responsibility and instead called the incident a miscommunication.  I was direct and clear at the store that I did not want an account and didn't want my credit to be affected.  The employees assured me that the application was necessary for a small discount on the furniture, that the account would not be opened as I was paying cash, and that none of this would affect my credit.  

  I paid cash to avoid this and let the employees know I was paying cash to avoid this. * *** **** *** *** *** ******** ** ****** ** ************** *** *** This complaint is not the result of a misunderstanding. ** *** ********* ******* *** ********* ******** **********  

  
  Sincerely,
  
  Tysen **********

  Business Response

  Date: 20/05/2024

  As I explained to the guest,  he filled out the credit app himself and signed it to get the account opened.    I do apologized  that he misunderstood that filling out the app he was opening an account.  He will need to close the account.  We can't change his credit report because he did open the account.  

  Customer Answer

  Date: 21/05/2024

   
  Complaint: ********
  I am rejecting this response because:

  I want the business to acknowledge that this was not a misunderstanding. 

  
  Sincerely,
  
  Tysen **********

  Business Response

  Date: 28/05/2024

  I have already spoken with this guest and updated the BBB. The guest filled out and signed the credit application. I have explained that I am not sure where the confusion was, but any time you fill out a credit application and it is approved, the account is opened. I have also explained that I can’t cancel the account that he opened. He will need to call the finance company to close the account

  Sharon ******

• Initial Complaint

  Date:06/12/2023

  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 bought $10,000 worth of furniture in July 2023. When the delivery people arrived, they damaged the furniture against the hardwood floor, also damaging the hardwood floor. We contacted the Ashley home centre immediately to tell them about the damage on the furniture. It was a couple days later that we noticed the damage on our floor. They told us that their policy is that we have to report damage to the home within 48 hours. We were not happy but we had to accept it as was their policy. However we were told in July that we would have our furniture parts, that were damaged, replaced within 2 to 4 weeks. However it is now December and we have not received anything yet. We would appreciate immediate resolution to this issue as it is horribly unreasonable that we have had to wait this long. A resolution would be to replace the entire piece of furniture for us rather than waiting for the parts. Compensation for the unbelievable inconvenience of being left with damaged furniture and a damaged floor for 5+ months would also be appropriate.

  Business Response

  Date: 13/12/2023

  Hello

  thank you for contacting us and we are sorry to hear about your experience.

  our records indicate you have received your replacement parts, and the technician is scheduled for 12/16/2023 for installation.

  we look forward to working with you for resolution.

  regards

• Initial Complaint

  Date:16/08/2023

  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 purchased a love seat (model : ************) from Ashley HomeStore in Saskatoon on July 13th 2023 . I paid a total of $2,445.31 . When i got the plastic wrap off of the loveseat I noticed that it was broken and sagging down on the one side . The back is also supposed to have Velcro on it so you can pull the material up on the back to take to couch apart. It is just stapled everywhere underneath. The loveseat is both damaged and defected . Someone from Ashley’s was supposed to come look at it on aug . 13th but didn’t show up or call. I rebooked and they finally show up today (aug.15) . All they did was take some pictures and told me to call their costumer care. I have talked to the manager at the store and talked to costumer care several times and nothing is getting resolved. This has been a huge inconvenience for me and I would just like them to come pick up the loveseat and refund me my money.

  Business Response

  Date: 05/09/2023

  hello

  thank you for contacting us and we are sorry to hear about your concerns,

  our records indicate your sofa required in-home service appointment, which was scheduled for 08/13/2023.  the report indicates you refused the technician to service the product when he arrived.

  if you would like to proceed with service, please call our guest care department at 1-800-737-3233 to arrange your appointment.

  regards

  Customer Answer

  Date: 03/10/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  I already told you I have no place to put the couch . It is in an enclosed trailer . Never been used . I want to bring it back to your warehouse for a full refund. I am very sick of trying to deal with your customer care . Nothing is getting resolved!!!!!!!!!
  
  
  **** *******

  Business Response

  Date: 12/10/2023

  Hello
  thank you for the reply.
  our records indicate we have informed the guest we can re-open the repair request once the product is in a suitable area for the technician to complete the repairs.  We are able to restore the unit to showroom condition in home appointment required.  We are not able to offer a refund at this time.
  regards

• Initial Complaint

  Date:09/06/2023

  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.

  Purchased a big sectional that was clearly moca in showroom, (have pictures) delivery a month later and they brought in a grey unit. We said nope take it back, driver said they have to leave it and we need to call customer support to deal with returns. First issue. Second store telling us colour in showroom often looks different… Grey clashes with our furniture (hence why we bought what appeared to be a very brown colour) Now we need it gone and their systems have been down all week so they can’t help!. On top of that we are told we will be charged 25% return fee. Completely unacceptable considering what we thought we were getting was completely different.. imagine going into a dealership and buying a Red vehicle then they delivered a green vehicle and said oh yeah showroom caused it to look red happens all the time…, **** no!! This was not a matter of us changing our minds it’s a matter of the colour being hugely different not shades different but completely different colour. Pics from showroom show a clearly moca brown, in our living room with 6k natural white light it is GREY 100% Again unacceptable sale not saying anything when we were buying it that it will look so different, unacceptable customer service dealing with it, unbelievably insane 25% return fee. Now we have company here from out of province in 3 days so we have purchased a correct coloured sectional from a different store and this Ashley unit is still sitting here in the way. It has cost over 3400 after traveling back and forth to a different town dealing with this as “their systems are down all week. OH, (added after) I see also that there is supposed to be free delivery if more than 999 is spent, well there was, yet we were charged an additional 200 for delivery.

  Business Response

  Date: 21/06/2023

  Hello

  thank you for contacting us and we are sorry to hear about your concern.

  our records indicate your product is scheduled to be picked up for a return/refund on 06/27/2023

  we look forward to working with you for resolution;

  regards

  Customer Answer

  Date: 23/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  its Completely unacceptable for two reasons.

  1st being Ashley offered free delivery for purchase over 1000 and this clearly however the wife did not know about that until she was home.

  2nd, this was not our mistake, this was Ashley Home stores fault for completely misleading her then leaving it at my house when she made it clear this was not what she ordered.  
  

  If I were you I’d happy it isn’t a lawsuit for false advertising as well as three days taken off work to deal with this nonsense. (The three days worth more than this couch was btw) 

  you do not need to reply, I will be leaving all my feedback as well as completing the social media reviews for the company with pics and proof of a 3 week run around.

  
  Sincerely,
  

  Former Customer 
  
  

  Business Response

  Date: 30/06/2023

  Hello
  thank you for the reply
  our records indicate the return was entered with no restocking fees. delivery fees are non-refundable as the deliveries occured.

  This is complete. 
  regards

• Initial Complaint

  Date:20/03/2023

  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.

  I made the order at 15th Mar 2023 in Ashley and part of furniture were delivered at 18th, but all the delivered furniture have quality problems, totally different with what shows in the shop. Some furniture even have safety issues(one screw spike inside the sofa!) . So I refused the delivery and didn't accept any furniture. At the same day(18th) I went to the store to cancel the order, the salesman told me the manager will talk to me to solve the problem, but eventually the salesman just gave me their customer service phone number and told me to call this number. The manager called *** didn't talk to me and just watched me and leave the shop with smile. Other staff in the shop told me that they can't refund in the shop because the customer service number have the authorizations, nobody in the shop solve problems even their products have quality issues. And I called the service number today (20th) the service staff told me that they can't cancel the order and the store will contact me and charge me 10% service charge. I augured that because these products have serious quality issues even some have safety issues, I don't have any confidence to buy these products and they should 100% refund to me. But the guy in the customer service line just pushed the problems back to the store. And one more guy said he is the manager who just called me that he have the authorization to solve the problem and he said he didn't care about the quality (I have the record of this phone call) and insist to charge me 10% service charge. I requested a 100% refund and a apology from their manager. Please see the quality issues below and the picture of the quality problems attached. 1.Sofa: Screw spike inside! If someone or the children sit on there, the consequence will be unimaginable. 2.Bed fame: Scratches in 5 spots, painting dirt in 1 spot. 3.Living room table: wood cracked in 3 spots. 4.Dining table: installer spent a hour just can't assemble and he said accessories missing.

  Business Response

  Date: 23/03/2023

  Hello

  thank you for contacting us and we are sorry to hear about your experience.

  the request to cancel the order has been sent over to the store for processing. they will contact you once it has been cancelled.

  Regards

  Customer Answer

  Date: 31/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: nobody contact me from Ashley until today!
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 11/04/2023

  Hello,
  
  Thank you for contacting us and we are sorry to hear about the concerns around your product.
  
  We would need to start a service warranty claim on the affected item/s. To do so, kindly follow the steps below to start a report with our virtual assistant Eva: (Please provide the name and phone number that is associated to the order or account)
  
  1. Go to our website at ashleyhomestore.ca
  2. Click on the "Chat With Us" button on the bottom right-hand corner.
  3. Enter your name and phone number, then click "Start Conversation".
  4. Click on "Live Agent", then "Service", and select “New Claim”
  5. You will be asked a series of questions and photos to be attached to your file. We recommend taking the photos ahead of time as the conversation will time-out after a certain amount of idle time.
  
  You can also have this conversation done via SMS by sending a text message to 1-844-993-0274
  
  If you have any further questions or concerns, please do not hesitate to reach out to our guest care department at 1-800-737-3233. Our office is open Monday to Saturday 9am-7pm central standard time.
  
  
  Thank you,
  

• Initial Complaint

  Date:14/10/2022

  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.

  Me and my wife went to Ashley home centre on Sep 29, 2022. at 3047 Clarance Ave, sales person *********** shown a Velvet couch which he mentioned very good quality and he also agree us to buy Warranty and paid $50 to delivery to the home. He insists for financing but I paid by credit card of $3449.08 including delivery and Warranty . On delivery date Oct6 they delivered around 8am and left both couches outside the house and when my wife asked to bring inside the house they delivery guys said this is free delivery and we do not bring inside. Then she did call me and I called Ashley home store the admin Manager at store dis appointed for any kind of help and he transfer to guest care. Guest care lady was very rude and accused for any kind of help. Then I called from my job to a third party delivery guys and they move my couches from ouside grass to inside the house. When I reached home I assembled couches, on Oct 11 we noticed one of couch's arm rest has flattened foam and this is very frustrating, we just bought these couches and foam start to flattened, I call guest care 1 (800) 737-3233 and they gave me +1 (844) 993-0274 to sent pictures of defective parts. After that Ashely give me following three options : We do have a few different options to be able to proceed with your claim for your furniture. We can offer you the following A 10% price adjustment to keep this item as is A 15% in store credit to keep this item as is, Or we can proceed with having a technician out for your product to bring it back to showroom standards. When I called Guest care and asked to return this poor quality couches they said this is not a option, they totally refused to any kind of return and exchange. According to them after 48hours they can not return or exchange there products. It is not acceptable if there product is getting defect within a week how they can refuse for refund or exchange. Thanks *********

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 5, 2022/10/24) */ Hello thank you for contacting us and we are sorry to hear about your experience. Our records indicate we have a technician appointment scheduled for 10/29/2022 to review and address the concerns. We look forward to working with you as arranged. Regards

• Initial Complaint

  Date:01/09/2022

  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.

  Ordered a wooden dining table and 6 chairs from Ashley Homestore Saskatoon May 6, 2022. Paid $2617.17. I was told it would be a month before they would be in stock. June 9, 2022 they were delivered. The delivery person said I had 48 hours to initiate a claim for damage/repairs. Many issues with 6 chairs ranging from shipping damage to poor quality finishing RE smoothness, stain consistency. Called Guest Care and uploaded photos as per their request. I was given a 2nd number to contact to initiate the claim. 2nd number for the automated assistant EVA. The system glitches and loops, doesn't understand the item, and doesn't accept all of the pictures you are required to upload. A waste of time and source of frustration. A random chair part was delivered to my home I tried to call Guest Care to verify I should/shouldn't expect a 2nd delivery. It disconnected me until I gave up on the 6th attempt. July technicians came, inspected the chairs and did the replacement of 2 upholstered seats. He said they weren't magicians and couldn't correct the issues of roughness/stain quality in my home. He recommended a full stripping/sanding/restaining of six chairs at the shop in Saskatoon. This was rejected and 6 replacement chairs were ordered. August 3 the 2nd set of chairs was delivered. All 6 are poor quality for smoothness/staining and 2 seats were damaged. Endured the frustration of reporting the issues again. August 31 the tech came. He had no replacement seats and said all 6 chairs would need to be taken to the shop for stripping/sanding/restaining. Called Guest Care Sept 1st to request a refund for the entire purchase. I was told there is only a refund of purchase price less a restocking fee if a claim is made within 48 hours of delivery. The contract Terms are in small print on the reverse side, the salesman only explained the Delivery/Claim time of 48 hrs as there is an arrow and circling of #s. I trusted that was all I needed to be aware of. Waiting for resolution.

  Business Response

  Date: 14/09/2022

  Business Response /* (1000, 5, 2022/09/07) */ Hello thank you for contacting us and we are sorry to hear about your experience. Our records indicate we have the necessary replacement parts on order to replace the parts with manufacturing defects. We look forward to resolving the concerns as arranged. Regards Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called Guest Care Sept 8, 2022. They informed me that 2 seat cushions, 2 chair backs, 6 legs are on order. Estimated date these parts would arrive is Oct 11. After the parts are in, they will contact me to arrange a time for the parts and Tech to come to my home for service of the chairs. The Tech Report from Sep 1, 2022 indicated that the 6 chairs with manufacturing issues cannot be corrected in my home and require in shop servicing. Guest Care confirmed in my call today that the Manager of the repair shop made the decision that no shop time is required and that parts be ordered. The parts that are on order are insufficient to repair 6 chairs. If there were chairs that could be repaired in my home with no parts, the Tech that came on Sept 1, 2022 should have completed the repairs. He did no repairs, servicing or remediation. I have had two different Techs on two separate repair appointments inspect the chairs, write their recommendation that the chairs be taken to the Repair Shop where the issues of rough wood, inadequate stain and uneven finishing be corrected. The decision by the Shop Manager on the first report was that all 6 chairs be re-ordered/replaced. The decision by the Shop Manager on the 2nd report is that only some chair parts on some chairs will be replaced and work completed in my home. I have been waiting since May 6, 2022 to have a new, fully functioning dining set. Ashley Homestore has had multiple opportunities to make this transaction acceptable but continue to have little to no regard for my customer experience. I have tried to speak with the Store Manager where I purchased the furniture, but was connected with the Guest Care Department. The Guest Care speaks with customers but has no power to make decisions to provide remedial action. The Techs come to make repairs but if the problem is more than a small surface issue, they take pictures, write a report as to why they don't complete a repair and make a recommendation for corrective action. The Repair Shop Manager makes a decision from the Tech Report that benefits the bottom line of his shop not what benefits the customer. The paying customer's satisfaction does to appear to be a part of Ashley Homestore's considerations as every part of this situation involves passing the buck! Business Response /* (4000, 9, 2022/09/12) */ Hello thank you for the reply and we are sorry to hear your your experience. We have ordered the required replacement parts and will have our technician come to install them once they have arrived. only in the event we are unable to restore the product to showroom condition with the attempted repairs, can we review for alternate resolution options available. we Look forward to restoring the chairs as arranged. Regards Consumer Response /* (2000, 11, 2022/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I really have no option but to wait and see how the tech completes repairs. The contract for purchase outlines the terms for refund so it is clear that at this point in the journey repair is the only option available to me. If repairs are unsatisfactory and the option of a shop completed repair is not offered to me, I will request that this complaint file be re-opened.

• Initial Complaint

  Date:29/08/2022

  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.

  We purchased a queen bed set with two end tables. Delivered to the door. We bring it in and three of the five pieces were defective. One was clearly a manufacturers defect. Contacted company told to contact customer care. Got run around told will come out and repair. We bought with understanding it was new. The customer care people wouldn't call back. Then told us when reached they would contact us for date for a technician to come out and repair. Waited and waited. Called back complained asked to speak to manager she refused said no you cannot. Finally she said could book a date. Called Ashley store and can't even get a manger there only floor person. They have no control over the customer care company. Once furniture is delivered out of luck. Bought many pieces over the years never had this quality of service. I will never buy again. Don't let the door hit you on the way out attitude. I will find every site for reviews to complain and word of mouth. No one should have to put up with buying something supposedly new and then have to settle for repairs when not delivered in pristine condition. Unfortunately this seems to be their problem ************************************************************************************************************************************************************************************************************

  Business Response

  Date: 20/09/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello thank you for contacting us and we are sorry to hear about you product concerns. Our records indicate our technician was there and completed all touch ups on 08/29/2022. There is also a pending exchange for the footboard. The replacement piece is instock and ready for delivery. Please call our guest care department to arrange your delivery date at 1-800-737-3233 Regards