ComplaintsforAshley Furniture Industries, Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date- 12/27/23 Order #- 1227321GZTC I went in and ordered a sofa set from ********************* and the incorrect color was ordered. I wanted birch and the color that was sent was flax. The couches were delivered on 12/31/23. I then emailed ****** on 1/2/24 due to new years and never got a response so I called the store and spoke to someone there and they placed an order for the correct ones telling me theyll be delivered in ***** weeks. I got a call 2/19/24 saying my delivery will be 3/7/24. Then I got a call on 2/26/24 saying they can deliver on 2/29/24 instead of 3/7/24 so I called to confirm that I would be receiving the correct color and the old ones would be picked up, they said that was correct. So on 2/29/24 the couches were picked up and nothing was delivered. I went to the location I bought the couches from since I called several times and no one answered. I spoke to the manager on duty, **** where he made a joke saying they repoed my couches. I called the next day and spoke to an employee at the ************ location and asked for a manager to call me back and still have not heard back. She set up a delivery for 3/6/24 and today I got a call saying it would be the wrong color again. Ive spoke to many employees and none of them can give me an answer and the manager has still not called back and I have no couches as of today 3/5/24. I would like my couches to be delivered and a discount for all of the inconvenience. I took time off work 2/29, 3/6 (for original delivery) and now 3/7 for a rescheduled delivery? No one calls back like they say they will. Ive been paying for these couches that I dont have.

  

  Business response

  03/19/2024

  As of February 10th this order is no longer affiliated with ******************* Furniture. This order was moved with the transition to Ashley Furniture.
  ********************************** is the person to contact please.

  

  Business response

  03/27/2024

  his order is no longer affiliated with ******************* Furniture. Thank you. You would need to contact  the Ashley Store you new sales order number is 0102421IJIC.

  

  Business response

  04/23/2024

  This order is no longer affiliated with ******************* Furniture. This order was moved with the transition to Ashley Furniture.Thank you

  Customer response

  06/07/2024

  I tried to close out the complaint a bit ago. Got my couches on 3/12/24 after a few stops at the ************ location and SEVERAL calls to the warehouse. I spoke to one of the managers and literally cried til the issue got resolved. Since Ashley furniture is no longer with ******************* they didnt want to honor the exchange from their mistake but the manager was able to take care of the situation for me.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a couch in store from Ashley Furniture. Two weeks later the installer came and dropped off the couch. They unpacked it screwed in the bottom pieces and left. That same day we tested the couch out to discover that the chaise and couch would make a creaking sound when you sat on it. The stitching also on the chaise was also poor which was covered by the pillow. I contact Ashley Furniture within 72 hours. I have done my due dilligence and all I am getting is the run-around. They stated a technician needed to come out which he did. He stated at the time of visit that he "believed it was the arm that was the issue". He then stated "I am only authorized to exchange the couch and not replace the couch". I said well we don't want this couch as it is defective and would like a return. He stated, "you need to contact the store for that after I submit my report." That tehcnician was dishonest and in his report stated that "there was nothing wrong with the couch and that he pulled it a little bit away from the wall". That was completely dishonest and I was outraged. I have been trying since that visit to contact Ashley and I get the run-around again. Someone will call you back within 24 hours, I cannot talk to a supervisor, I have to have another technician come back out, etc. Now here we are today I have an appointment that they scheduled a tech to come back to my house between the hours of 930-1230. It is 838 a.m. now and they are saying if someone isn't here within 20 minutes we are leaving. How is that my fault when they scheduled me from 930-1230. All of this is a nightmare and I have been nothing but transparent and did what I was supposed to do in the time specified. I don't know what is next but I will continue to have Ashley return their defective couch. This isn't right at all.

  

  Business response

  06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* Per the service visit on 6/5, the loose screws were repaired and the fabric was adjusted. Per policy, a return/refund is not approved. We reached out to the customer via email offering a one-time courtesy exchange of the same item.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought an Ashley mattress on December 26,2023. The fibers are coming apart on it and feel like tiny needles all over it. We cannot sleep on it. Its supposed to be cooling and we bought it for our daughter who had done surgery. Ive called the manufacturer and where we bought it bed bath and beyond. No one will address it.

  

  Business response

  06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Management. We were advised that they are working with the consumer to resolve this issue; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a living room set and a coffee table back in November 2022. We sold off the couch set because it was built poorly. We currently have the coffee table in an office which never gets used. The coffee table to starting to bubble up. The item has not seen any moisture, we have no pets, or kids. This items is clearly defective from the manufacturer. This item should carry a longer manufacture warranty for defects. I can understand physical damage, but this is a manufactured issue. We purchased our table at the ******, GA AF at ****************************************

  

  Business response

  06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* We acknowledge the consumer's concerns.However, we regret to inform that the consumer is no longer covered under the one-year manufacturing warranty and does not have the extended warranty.Regrettably, we are unable to offer further assistance to the consumer. We apologize for any inconvenience caused.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Ashley never takes ownership and helps their customers. This is the 2nd time weve been screwed by them. Something has to be done about their awful business practices. Its just a money hungry company. Customers buy an overpriced $500 table thats made from cheap wood and we live with the garbage when its manufactured poorly! 
  
  Regards,
  
  *************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Feb 8, 2024, we placed an online order for a *************************** Sofa ******************************** Sofa, and Carianna Ottoman for $4216.21 (order number ************). Our original delivery date was scheduled for April 9, but the date has been changed 3 times since then (May 22, June 5, June 18)! On June 2 we removed old furniture from the family room after I double checked the order tracking on Ashley's website. On June 3, just 2 days before the furniture was supposed to be delivered, we received another notification that the delivery date had been changed again to June 18!I have received the runaround from Ashley **************** and 2 ********************** stores/delivery coordination teams since about when the furniture will actually be delivered. The Ashley customer service rep said the ******************** is "guaranteed" to be delivered by June 18, yet the people I talked to at the stores/delivery teams said the date isn't guaranteed because they are still waiting to receive the furniture from the manufacturer. We were expecting to have the furniture well before a family visit at the beginning of July, and now we have no furniture in the family room. If Ashley can't deliver the furniture soon, more than 4 months after it was ordered, we may have to just cancel the order and purchase furniture from another company that can actually deliver products in a more reasonable, customer-friendly manner. We have purchased lots of other furniture from Ashley before, and we have never had this much difficulty receiving the products.

  

  Business response

  06/06/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to the Fulfiller. We were advised that the item was out of stock until June. As of now, the consumer is scheduled for the soonest delivery date;we apologize for the delay.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/08/2024

  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.
  
  It is now June 8 as of this writing, and the furniture is scheduled to be delivered on June 18. Can Ashley guarantee that the furniture will be delivered by this date or July 3 at the latest? Or could the delivery date be changed again just 2 days before June 18?
  
  Thank you,
  *********************

  

  Business response

  06/13/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to the Fulfiller. We are working with them to confirm the consumers delivery date; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/18/2024

  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

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case # ******** May 22, 2024, the delivery men already had it at my door. . After putting taking the pieces out and put it together we noticed that the one of the corners had been damaged and two of the chairs were rocking. My greatest concern was the damaged corner.May 29,2024 The tech name was ***** (****)- he rudely tells me to Look, that his gps brought him there and its not his fault. I advised that no he drove to the wrong building. He then tells me that that he isnt from our here and that I need to wait, or he will leave. His whole demeanor and attitude was rude. The tech takes a look at the table and tells my dad that they arent going to replace it, that we shouldnt have taken it out the box. My dad explained to him that we wouldnt have know it was damaged if we didnt take it out the box, and you cant tell from just looking on the outside. He then tells my dad that I should have paid the extra money and had Ashleys put the table together. Later, ***** implies that me dad dropped the table himself. My dad tells him we have picture of the box and the damages from the day it arrived, and that the men were already the door with it when he got here. He mentioned to my dad a few options, my dad said hold on, let me speak with me daughter this is her apartment, ***** says , these are apartments, they look like hotels. Then tries to pressure my dad to make a decision, and my dad tell him again No, this is my daughters apartment she need to make the decision. ***** tells my dad that- your scared of your daughter At this point my dad was feeling disrespected and angry. ***** gets on the phone and said he can send another tech out. I told him I am getting a new table delivered. He said that he will call the office and verify that. And then proceeds to tell me to make sure I spend the extra money to have it put together. Not only were me and my father insulted, we were embarrassed. The tech was rude and out of line.

  

  Business response

  06/05/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* We were advised that the consumer received an exchange on 6/5/24; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  05/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently purchased a coffee table from the Ashley website, advertised as "ivory pine." However, upon arrival, I was dismayed to find that the table is actually gray, not the light ivory pine depicted online.I contacted customer service with a screenshot from their website alongside a photo of the coffee table I received. I emphasized that had the website accurately shown the coffee table's true color, I would not have made the purchase.Here is the response from Ashley: "Thank you for the pictures. I reviewed them and the item you received is of the correct color. The color may look lighter online due to the lighting they use."However, the item I received is distinctly gray, in ***** contrast to the "ivory pine" described and shown, which is significantly lighter and resembles white. This isnt a minor variation that can be dismissed as a difference in online lighting; it is a blatant discrepancy that significantly affects the aesthetic and suitability of the product for my needs.Asserting that the product's color matches the advertisement because of photographic lighting is misleading and unacceptable. This practice of misrepresenting product colors to entice customers under false pretenses is unethical and unprofessional, damaging customer trust and likely violating consumer protection laws against false advertising.

  

  Business response

  06/04/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ************************ We were advised that the consumer received the correct item. Please note lighting may play a role in the color and perception. At this time, the consumer filed a dispute; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made a purchase in store with an associate for over 5 thousand dollars. Scheduled my items for delivery about a week later. When my items arrived, I noticed the accent cabinent that I paid over a thousand dollars for was damaged. I immediately reported it to Ashley and was met with an offer for an even exchange. A couple weeks later, I recieved the replacement which was in even worse condition than my original cabinet so I refused the delivery. We made another order for an even exchange and same story. The delivery men informed me these cabinents come pre built and so they will probably all be the exact same. After 4 attempted cabinent deliveries and me changing my work schedule to be available on random days, I had enough. I reached out to the store as well as the sales associate who assisted me and requested a credit to keep the item damaged. It took WEEKS to get an answer. I then recieved a voicemail offering a puny $150 on a cabinent 9 times that price! I have now been calling back for weeks and weeks to discuss this offer further and see if we can come to a better agreement but the store either does not answer or when they do - managment/those who can assist are never available. I'm requesting Ashley contact me and provide a credit of atleast $350. I believe this is reasonable to keep a damaged item that is half it's value now. Also reasonable as I spent over $5k!! Otherwise ****** will have to take the item back and (hopefully) resell it at an even bigger discount than this. I do not like a single other accent cabinent that Ashley furniture is offering so a credit or a return is the only options for me.

  

  Business response

  06/05/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* We were informed that the consumer canceled the exchange and was approved for $150 compensation; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/05/2024

  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.
  
  That is exactly what I had already said in my initial complaint so now I'm concerned that staff at Ashley Furniture do not know how to read. I mentioned the $150 credit offering, however I am not satisifed with this and can't reach the store to discuss this as they do not answer or when the call is answered, managment is never available. So I've now waited three weeks for Ashley's to respond to my BBB complaint and they have wasted time responding back with the same information that was already provided in my complaint. I need more assistance. 
  
  Regards,
  
  *****************************

  

  Business response

  06/05/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* ********** has approved and offered $150 as compensation, which has been accepted by the customer. Regrettably, we are unable to provide any further compensation to the consumer. We apologize for any inconvenience caused.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Ashley furniture are a bunch of lying crooks. A $150 credit has not been accepted by me nor processed to my card as I CANNOT REACH THE STORE TO ACCEPT ANY CREDIT. I will have to dispute this charge with my bank to get my entire $1200 back instead as Ashley has not once reached out to me personally and has offered no solutions as to contacting the store. Do not shop at Ashley Furniture! Over $5000 on a single order and they are happy to take the money and run without providing good quality items or good quality customer service. 
  
  Regards,
  
  *****************************

  

  Business response

  06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* We understand the consumers frustrations.The store advised that compensation was accepted. We are working with the store regarding additional compensation, however, there are no guarantees; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/10/2024

  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.
  

  For the 5th time. Compensation was never accepted on my end as I cannot reach anyone to accept it. Please attach proof of a credit into my account. 
  
  Regards,
  
  *****************************

  

  Business response

  06/12/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to ********************* The store advised that the compensation was accepted and issued back to the consumers Synchrony account on 5/16/24 which can take up to 2 billing cycles to reflect on statements.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/12/2024

  I am closing this as I was finally able to reach the store directly. Ashley furniture as a whole does not help their customers. I was offered no guidance or solution by Ashley's after contacting through the BBB website. Would still never recccomend. 
  
  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

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online on Ashley.com (order# ************) approx 2 days after the items went on sale. The price difference would be approximately $115 plus tax on a $520 order. However, the customer service refused to price adjust the order accurately and only provided a $74.33 refund. I would like the additional $40 plus tax refunded.I had not received my order prior the this drastic price change occurred.

  

  Business response

  06/05/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Online sales management. The consumer received the price match and requested the 10% memorial code as well. Unfortunately, price matches and discounts/coupons cannot be combined; we apologize for the inconvenience.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I have not received the 10% memorial deal. The price adjustment and the coupon were available if I had placed a new order. So there is no issue with combining. I only received the price adjustment and not the 10% coupon.]
  
  Regards,
  
  *******************************

  

  Business response

  06/06/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Online sales management. Discounts/promotions/price matches cannot be combined. Since the consumer received the price match, the Memorial Day discount will not be applied.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/06/2024

  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 review attached screenshot. Showing both price and coupon being eligible.
  
  Regards,
  
  *******************************

  

  Business response

  06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to Online sales management. We understand the consumers concerns, however, coupons/discounts/price matches cannot be combined. The consumer received the price match, and therefore cannot receive the Memorial Day discount. If the consumer received the Memorial Day discount, they would not have been given the price match. No other discounts can be applied; we apologize for the inconvenience.  
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/10/2024

  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.

  Again thats incorrect. See attached showing both can be applied. 

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

  

  Business response

  06/10/2024

  Thank you for contacting Ashley Furniture Industries, Inc.We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns,we reached out to Online sales management. The consumer may review the price match policy; ***************************************************. Special/holiday promotions are excluded; please see attached.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

  Customer response

  06/10/2024

  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.
  

  This policy should be changed. Its inconsistent with your competition. And a simple work around would be to return the first order and place a second order.

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with a recent furniture purchase and delivery. We bought furniture from Ashley in May, paying for it to be delivered to our home. The delivery occurred on May 23, 2024. Upon inspection, we found the furniture to be in deplorable conditionitems were ripped, crooked, stained, and dirty. Photos of the damaged furniture have been sent to your customer service team.We made this purchase based on assurances from an Ashley salesperson who claimed the furniture was made of the best material for homes with pets and children, and that it would not stain. However, upon delivery, we discovered these claims were false. The furniture stains easily and is difficult to clean.We contacted customer service and a technician was sent on May 28, 2024. The technician confirmed that the material is not stain-resistant. We informed him that we require furniture that meets our needs, and he noted that we should be able to reselect the furniture.We request the opportunity to reselect our furniture and ensure that the new items are delivered in good condition. Unfortunately, we have received no assistance or solutions, and the in-store representative we spoke with was very rude.

  

  Business response

  05/30/2024

  Thank you for contacting Ashley Furniture Industries, Inc. We appreciate that you have notified us regarding the consumers situation. We take these matters seriously and want to ensure the proper steps are followed so we can address the situation in a timely manner.
  
  Upon receipt of the consumers concerns, we reached out to ********************* We contacted the consumer via email; it may have gone to spam.
  
  Regards,
  Ashley Furniture Industries, Inc.                
  Corporate Office
  KB

*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. ↩