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Business Profile

Furniture Stores

Ashley Furniture

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

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Ashley Furniture has 2 locations, listed below.

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    Customer Complaints Summary

    • 6 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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 bedroom set Sept *******. Bed delivery was 6 weeks later but the assembly crew was unable to assemble the bed and left. "Parts " were ordered- no idea what or why- looks like everything is here. Dresser was delivered 7 weeks later but drawer is defective and won't close. Again told they ordered Parts. As of today, Nov ******* I am told parts for both jobs were ordered but not shipped. They have no idea when the shipping will occur. I have unusable bed and dresser and it has been 2 months with no resolution.

      Business Response

      Date: 11/26/2024

      Please see attached a copy of Ms. ********* signed sales ticket dated 9/24/2024. The customer received a partial delivery on 11/5/2024.Please see the attached signed delivery receipt with photos. It was noted on the receipt that the drivers were having issues with assembling the slats and support legs of the bed s******* in securely. With that information, our Delivery Support opened a Service Request Report and the Service & ******************* ordered the needed parts. Please see the attached Report. The parts were expected to ship from the manufacturer to the customers home in 1 2 weeks.On 11/9/2024, the remaining 2 items were delivered. Please see the signed delivery receipt with photos. The day of the delivery, a Service Request Report was opened on the dresser stating that the top right drawer will not close and there is about a 3-inch section that is rough. A new drawer was ordered from the manufacturer to be sent directly to the customer. The manufacturer has not provided us with an *** for this part. On 11/18/2024, the customer contacted Service & Warranty requesting a technician to inspect the beds assembly. A third-party technician went out and inspected the bed on 11/26/2024 and found that the bed did not need the parts that were on order, and was able to adjust the bed to manufacturers standards.  For the inconvenience and confusion, we would like to offer Ms. ******** a $50.00 gift card. As for the dresser, we will continue to monitor the parts order and keep the customer informed of any updates from the manufacturer.

      Customer Answer

      Date: 11/27/2024

       I am rejecting this response because: no definitive answer/explanation of when the dresser will be usable.  Not interested in any "gift " for the inconvenience 


    • Initial Complaint

      Date:12/20/2022

      Type:Billing Issues
      Status:
      Answered
      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 order some furniture march of 2022 from Ashley furniture they took my payment out put it back in took it out put it back in this is confusion now it’s December they saying I have to pay them 1000 dollars I don’t understand this I’m a college student they finally 9 months later trying to say they didn’t receive my payment what can I do

      Business Response

      Date: 12/22/2022

      This is not our customer. We are individually owned and operated and do not have a store in the Illinois area, nor a customer by this name. Ms. ******* needs to direct the complaint to the city she purchased in. If Ms. ******* had made her purchase online, than the sale belongs to Corporate Ashley Furniture and should be re-directed to Wisconsin.

    • Initial Complaint

      Date:12/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order # ************. Ordered several furniture items in March 2021. Received Sept/Oct 2022. After a month or 2 I noticed the seat and pillow of the couch seemed to dip in. I found a piece of wood supporting those things was broken and lying in the bottom of the couch. I began calling Ashley in March. Put on hold; calls not returned, etc. Finally I got someone to help in July. I emailed photos. They said they would be in touch. No return calls or emails. I reached out again in August. I was told they would send a part which they did and someone would call to schedule a service appt. No call. I called again. They set up a service appointment for Nov. 29, 2022. The repairman came. Looked at the couch for 5 minutes. Said he couldn't fix it. Said he was recommending a replacement and I should her in 3-4 business days. Heard nothing. Called Dec. 5. Was told they would not replace the couch because the customer broke it. I obviously did not break it. I asked to speak to a supervisor. Was told they would email a supervisor and someone would get back to me. Never heard from them. Called Dec. 15. Was told they could no longer help me because the couch was now out of warranty and if someone said they couldn't fix it there was nothing more to be done. I am extremely frustrated. I do not remember the exact price of the couch but to be broken in less than a year is obviously money not well spent. The furniture had a one year warranty. I would like a replacement for the couch or if one is not available, then a refund of the full purchase price. I do not have receipts. I purchased the furniture online thru the Ashley App and my info was erased.

      Business Response

      Date: 12/16/2022

      This complaint does not belong to our store. This sale belongs to Corporate Ashley Furniture and should be re-directed to Wisconsin, as our stores are individually owned and operated. Corporate Ashley Furniture handles all internet sales and this is how Ms. ********** states she purchased.

      Customer Answer

      Date: 12/16/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

      could you please forward to Ashley Corporate?

      ******

    • Initial Complaint

      Date:12/12/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 was supposed to receive a $50 Gift certificate for referring a customer who purchased slivered furniture to their home last month from the Ashley Furniture store located in ******** ** *****. No one sent it yet .!

      Business Response

      Date: 12/13/2022

      This is not our customer. We are individually owned and operated and do not have a store in **** area, nor a customer by this name. Ms. ****** needs to direct the complaint to the store she purchased in.

    Ashley Furniture is NOT a BBB Accredited Business.

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