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:08/05/2025

  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 went into the store in ****** AZ and they ordered the dresser online for me . After I looked at measurements more closely we immediately canceled . The girl at the store assured me the order was canceled . Fast forward a few days and the canceled dresser shows up at my home . . I made so many phone calls to organize a return . Its still sitting in my garage in box. I was supposed to have a pick up today so I stayed hone allllllll dayyyyy longgggg. I called at 1pm to check in to see when they were coming to get the dresser and I was assured the pick up was today . NO ONE EVER CAME . I want a refund of this item. It never shoukd have been delivered and I dont see why im sitting here weeks later after at least ******************************************* my garage . Im missing work over this nonsense and this cheap dresser has ended up costing double not to mention my 10 year old has no where to put his things until my refund is complete

  

  Business Response

  Date: 08/18/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, our records indicate that the guest was refunded for the cost of the dresser on 8/4/2025.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

  Customer Answer

  Date: 08/18/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** **********
  

• Initial Complaint

  Date:07/25/2025

  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 purchased a power reclining couch in November 2024. The right side of the couch has multiple issues being misaligned and unstable. It has been repaired three times now, and its still not fixed. Now its the fourth time *** had to call and get someone to fix it, or attempt to. I requested a new couch as this one seems to be defective but I was denied my request somehow. Im currently waiting for a part to be sent and I cant get a solid answer from the service department on when it will be shipped, meanwhile I have a broken couch that is getting worse. The last repair there were some parts that were sent in large boxes and the repair person said to keep the parts to be used when the couch breaks again. So now I have a broken couch and 2 large boxes with parts and another shipment of parts on the way. Please resolve this matter as soon as possible a replacement would be the best resolution ans long as its not another defective couch.

  

  Business Response

  Date: 08/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, the 2 mechanisms that were ordered for the sofa are currently on back order a specialist did reach out to the guest to offer a replacement on the item.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer Answer

  Date: 08/18/2025

  Thank you for providing a space for complaints and corrections from the companies. Please update my response to say the company gave me a replacement and I am satisfied with the results. 
  

• 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.

  I am filing a complaint against Ashley Furniture for selling me a protection plan they refuse to support and for failing to assist when a valid claim under that plan was denied. I purchased a dining set from Ashley Furniture along with a protection plan. Ashley chose the providerProtectAll by ******* among several options. I was not given a choice. On July 18, 2025, my kids did an arts and crafts activity at the table using washable supplies. Unfortunately, they left stains on the table and chair cushions that couldnt be removed. The protection plan clearly lists stains as covered. I attempted to file a claim through ProtectAlls website, but it couldnt find my plan. I had to call during business hours, and only then was I able to file a claim. The *** asked me to send pictures of the entire table and all chairs, which I did via text. She later told me my claim was denied due to accumulation, saying only rips or tears were covered. This was incorrect. I contacted Ashley to request a copy of my plan, which confirmed that stains are covered. I called ProtectAll again and explained I was only ***orting the recent arts and crafts stains, not regular wear. They still denied the claim and refused to let me speak to a supervisor. Their only offer was to send a technicianat my expenseto attempt cleaning, even though I had already tried. When I contacted Ashley Furniture, they were completely unhelpful. I was told to call the handyman and that nothing could be done. No one at Ashley took responsibility or offered to assist, despite selling the plan and assigning the provider. This is unacceptable. I bought the plan in good faith, expecting coverage for everyday accidents like this. Ashley Furniture sold the plan, selected the provider, and then refused to get involved when the claim was denied *********** requesting that Ashley Furniture take accountability for the plan they sold, assist with the claim, and ensure my dining set is ***aired or ***laced as covered.

  

  Business Response

  Date: 08/06/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, we are sorry to hear that the guest is experiencing issue with the furniture protection plan. We will be reaching out requesting additonal information and determine if they would be able to honor a courtesy visit.  We will provide the guest with an update once we receive a update.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• 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 purchased an Ashley product on ******. There was a recall for the sofa and was notified by ****** or someone not sure. I went to the website ashelyfurniturerecall and filed a claim on May 30th 2025. They game me a reference number and said it could be up to 4 weeks before someone would call me and schedule a repair. I called 2 weeks later and they said to be patient. I called again today and they said to call the Ashley store near me. I did and they had no idea how to help. I called the **************** and they said since I bought it through ****** they couldnt help me.This is the ref email I recieved on 5/30:Your registration has been received and is being processed.Your registration confirmation number is 7MPME4E7. Please retain this information for your *********** will be contacted by your local retailer to schedule repair(s).If you have any questions, please contact us by phone at ************ (Monday-Friday, 8 a.m. to 8 p.m. ET) and reference your confirmation number, 7MPME4E7.Thank you!Sedgwick Brand Protection on behalf of ***************************

  

  Business Response

  Date: 08/06/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We truly appreciate you taking the time to share your concerns with us, and we want you to know that your experience matters greatly to us.
  I'm pleased to let you know that we were able to have a service technician replace and install the correct part for your item on 8/5/2025. We sincerely apologize for any inconvenience this situation may have caused you.
  We're committed to making things right and ensuring you have a positive experience with Ashley Furniture.

  Regards, Ashley Furniture Industries, Inc.Corporate Office SR

  Customer Answer

  Date: 08/06/2025

  [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. They did send a technician and the issue was resolved.
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:07/18/2025

  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.

  Dear Ashley Furniture Corporate Office,I am writing to formally express my concern and request a resolution regarding a defective dining table I purchased from Ashley Furniture in December 2024.Shortly after the purchase, I noticed that the table began to chip and scrape. I promptly reported this issue, and in February 2025, a technician was sent to attempt a repair. Unfortunately, the problem has not only persisted but has worsened significantlyspecifically on one side of the table, where the surface is now peeling.Given the nature of the issue and the fact that it is isolated to a single side, it is clear that this is a manufacturing defect, not a result of regular use or wear and tear. I am disappointed that such a defect is occurring so soon after purchase, especially from a company known for quality and craftsmanship.I am respectfully requesting a full replacement of the table, as the initial repair was unsuccessful and the product remains defective. I believe this is a fair and reasonable request under your warranty and customer satisfaction policies.Please contact me at your earliest convenience to discuss the next steps for replacement. I would appreciate your prompt attention to this matter.Sincerely,******* ********

  

  Business Response

  Date: 08/06/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, The customer purchased a dining table and 6 side chairs that were delivered on 12/13/2024. The customer Re-guard customer service on 2/18/2025 and reported that the paint is peeling off the table top a service technician inspected the table on 2/22/2025 and sanded the table top which brought the item back up to standards. The customer will be responsible for contacting the furniture protection plan Reguard to file a new claim regarding this matter.
  Regards, Ashley Furniture Industries, Inc. **************** **

  Customer Answer

  Date: 08/06/2025

  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,
  
  ******* ********

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a coffee table in early May that was delivered mid-May. The order contained 2 of the same parts instead of 2 different parts, so we were unable to build the coffee table. We called and they said they would ship us the missing parts which would be delivered no later than a week following the phone call. I called 10 days later to ask for a tracking link as I had not received the package nor any other information aside from the order confirmation number. On this call, they told me they would not be able to ship the parts until late August.

  

  Business Response

  Date: 08/06/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We value your feedback and appreciate you bringing your concerns to our attention. To assist you further, we kindly request that you send an email to ********************************************************* Please include the purchase order name, phone number, city, and state where the purchase was made. If possible, providing the sales order number will also be helpful in locating your account. We are committed to resolving any issues promptly and appreciate your cooperation in providing the requested information.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:07/18/2025

  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 03 2025, I made a purchase of $3276.33 at Ashley Furniture and they promised me a great quality product but upon deliver, the delivered guys made me feel uncomfortable on my own house and they were ******* thru the process because I was the last customer of the day. They assembled the product very poorly, the furniture is wobbly and with bad quality. I went to the store to ask for a refund explaining them the issue. They sent someone over to fix the problem but nothing was made to exchange the awful furniture. They did not have the furniture at the store just online only and I didn't wanna purchase but the sales person assure me the quality and told me I could exchange if I did not like it and now I'm stuck with a very poor quality product and the store is doing nothing to help me with the exchange

  

  Business Response

  Date: 08/07/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation. Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, a specialist will be reaching out to the guest to work towards a resolution on this claim.
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:07/16/2025

  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.

  Received a text for delivery confirmation; however, when I contact customer service, I am met with having to sift through multiple layers of offshore incompetence who refuse to escalate upon customer request. This is unacceptable and I want information on the delivery associated with my phone number.

  

  Business Response

  Date: 08/06/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate your communication regarding your situation.Your concerns are important to us, and we will ensure that the necessary steps are taken to address the matter promptly. Upon receiving your concerns, our records indicate that the furniture was delivered successfully. We are sorry for any inconvenience that have been caused.
  Regards, Ashley Furniture Industries, Inc.Corporate Office **

• Initial Complaint

  Date:07/08/2025

  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.

  I Bought a sectional couch that has 2 recliners. When the order was delivered i received one of the recliners that was damaged. The person that delivered the couch refused to take the couch back. I have called their customer service line 10 times and they keep stating that it will take 72 hours to receive a call. No one contacts me. I feel like this company is a scam. I even went to the store and talked to the store manager ****** and she stated that she will call and make things right and again nothing happened. They keep making false promises that they do not deliver. I bought my furniture from ************************************************************************. what they should do is replace my couch and give me some money off for the inconvenience that they have caused me.

  

  Business Response

  Date: 07/21/2025

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate you taking the time to share your concerns with us, and we want you to know that your feedback is important to us.
  In response to the issues you reported, we replaced your ******************* Recliner on July 19th, 2025. We sincerely apologize for the difficulties you experienced with your furniture purchase and are committed to ensuring this matter is resolved to your satisfaction.
  
  
  Regards, Ashley Furniture Industries, Inc. **************** **

• Initial Complaint

  Date:07/03/2025

  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 visited Ashley Furnitures official website, where I saw a promotion that stated: Sign up for email and text alerts and get $50 off your purchase. There were no visible terms or disclaimers next to the offer indicating a minimum purchase requirement.I followed the steps, signed up, and received the coupon, expecting $50 off my purchase. Only after speaking to customer service was I informed that the discount only applies to purchases of $999 or more, which was never disclosed up front.This is a clear case of misleading advertising. The required terms were not provided or made reasonably accessible before opt-in, which violates fair marketing practices and consumer transparency. I am requesting that Ashley Furniture honor the advertised $50 discount or be held accountable for deceptive promotion tactics.

  

  Business Response

  Date: 07/16/2025

  Thank you for reaching out to Ashley Furniture Industries, Inc. We appreciate you taking the time to communicate your situation with us. Your concerns are important to us, and we want to ensure that the necessary steps are taken to address this matter promptly. Upon receiving your concerns, a specialist manually adjusted $50 off the dresser. We are truly sorry about this experience and thank you for bringing this matter to our attention so we could correct it.
  
  Regards, Ashley Furniture Industries, Inc. **************** **

  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.
  
  This did not resolve the issue! They just replied to the inquiry without a solving the problem. Keep the complaint open until they TRULY resolve the issue

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