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:03/18/2025

  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.

  To date I have not received any communication from Ashley's. This issue has not been resolved.  they emailed them to me on March 17, long after I had paid for a plan that was never valid.
  
  More importantly, my furniture never even qualified for the protection plan, as it was all purchased off the showroom floor and taken home that day. If showroom items and pre-existing stains are excluded, Ashley knowingly sold me an ineligible plan under false pretenses.
  
  This is misleading, deceptive, and unethical. Ashley profited from a plan they knew would not be honored. I request a full refund of the protection plan cost, as it never applied to my purchase. If unresolved, I will escalate this complaint. The BBB should investigate Ashley Furniture’s misleading sales tactics to protect other consumers.

  Business Response

  Date: 03/19/2025

  The majority of Ashley HomeStores are individually owned and
  operated; we are franchised/licensees. *** *** ********* is correct that she
  purchased a Platinum Protection (PLT) Plan from an Ashley HomeStore on 8/28/2021.
  The store they purchased from sold their business at the end of May, 2022 to 1915
  South. The PLT Plan is a third-party insurance plan used by the previous owner (SFTF)
  that was offered to the customers to protect the customer’s purchases from
  accidental damages. Decisions on what is covered are not made by Ashley
  Furniture, but by the Platinum Insurance Company/Risk Assurance Partners. The
  information that the customer provides to Platinum when filing the claim is
  used to determine if the claim is covered under the plan details. The company SFTF
  is no longer in business. We, 1915 South, do not know what conversations took
  place over 3 ½ years ago between the customer and the salesperson from the SFTF.
  As the attached signed sales ticket states, the items were bought “as is”, with
  “no manufacturer warranty”. To encourage good customer relations and acting in
  good faith, we are returning the customer’s $100.00 via check to the address listed
  on her sales ticket.
  

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with the store manager **** *****. I gave her all of the details that transpired on the listed date time and location.

  (1) Why did **** fail to come to me, and provide me assistance in a timely manner.

  (2) why was I continuously lied to by ****.           
  (3) Why did *** lose control of himself and walked away, refusing to assist me.                 
  

  (4) The whole incident occurred because *** did not like the way I measured the items that I purchased.

  both salesman were very unprofessional. I gave ***** ***** all of the elements of discrimination, as well as verbal as it pertained to the situation. **** ***** failed to give me response in reference to the salesman persons actions. 
  

  I am a customer and should be treated as such. There were a lot of failures in this whole ordeal. 

   

   

  get someone else. The salesperson was highly enraged as he walked towards the front of the store. I waited for a while for another salesperson to come to me. I did observe a salesperson come to the back of the store where I was located, he stopped to assist another customer for a moment. The salesperson then stood in the center of the back of the store approximately 15 ft from me. I walked to the front of the store and asked the previous salesperson if he had someone coming, he stated that he was coming in an upsetting tone. While returning to my merchandise I asked the salesperson(2) if he was waiting for me, and he replied that he was waiting for someone. I asked the salesperson(2) if he was informed that I was waiting for him and given my location, he refused to answer, asking how can I assist you. I requested to speak with a manager several times about my concerns, and each time he denied it, stating DON'T WORRY ABOUT IT! I informed salesperson(2) that he couldn't deny me the right.

  SUPPLEMENT to original Salesperson(2) that he couldn't deny me the right to speak with a manager. I asked salesperson(2) if I could negotiate the price, and he stated I would have to discuss that with the manager. While speaking with the manager about lowering the price salesperson(2) walked over to the manager and stated that's all the discount we can provide. (1) I felt that I was treated unfairly (2( Salesperson(2) gave me a lot of excuses that made no sense as to why he failed to come to me after crossing each other path at least twice. (3) Salesperson(2) tried very hard to convince me not to get the manager, ignoring me, trying to manipulate me, and refusing me a manager (4) Salesperson(1) was very demanding, he wanted to control something as simple as measurements (5) Salesperson(1) lost his temper at the end when he spoke to me in a derogatory and insulting manner (6) Salesperson(1) From the being he displayed poor judgment and lack of customer service (7) Salesperson(2) continued to cover up the misconduct of Salesperson(1)

  Before the acting manager could reply **** walked over to the manager and me and said, you can not get the price reduced because it is a discontinued item. I called the corporate office and another Ashley Furniture store, only to find out that the item that I purchased was not discontinued. I was also told that it is one of their popular items. I felt that I was treated poorly, disrespected and lied to.

  Business Response

  Date: 01/10/2025

  Please see the attached copy of *** *****’s signed sales
  ticket with the signed Customer Sales Agreement dated 12/21/2024.  Note that the customer purchased a chest that
  retails for $799.99 for the price of $399.00. A picture of the chest and
  signage are included that state this chest was a “floor sample”. The chest was
  picked up from the showroom the same day. Please see the signed pickup receipt.
  The customer questions why the item was being discontinued when he got
  conflicting information from other sources. The chest is still current with Ashley
  Furniture Industries, the manufacturer. Therefore, if *** ***** wanted to order
  a second chest, he could, at the full retail price of $799.99. Because a brick-and-mortar
  store only has so much square footage, decisions are made as to what furniture
  to carry in the showroom. In order to bring in the newer styles of furniture,
  others are removed and clearance to make room. The customer was able to
  purchase a “floor model” chest at 50% off because the store needed to make
  room. The Manager of the store has been trying to contact the customer to
  discuss his customer service concerns as she was not working at the store during
  this time. She will continue to try to contact the customer during the next
  week. We do not want any of our customers to feel disrespected or unheard.

  Business Response

  Date: 01/17/2025

  The Store Manager, *** *****, spoke to *** ***** on Saturday,
  12/11/2025, for approximately 1 ½ hours. She took note of his concerns and is
  looking into them to better the overall customer service of the store. 

  Customer Answer

  Date: 01/21/2025

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: I did have a conversation with **** ***** for well over an hour. At times I had to reiterate my concerns to her. **** ***** had somewhat of a difficult time understanding my concerns. **** ***** spoke in great details about the price of the item, what category the item was placed in for sale and other matters that were of none concerning to me. I continued to express my concerns of how I felt that I was a Target of discrimination. I have **** ***** several examples and definitions to support my complaint. **** ***** was unable to give me any reason for employee’s actions or behavior. I requested to **** ***** to pull the cameras and view the incident, for the cameras don’t lie.

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/25/2023

  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.

  Purchase Date 5/25/22 with my furniture purchase i opted to buy 5 yr protection plan. I submitted a claim online on 9/1/22 for a burn on the corner chaise. I called today 9/22/23 to inquire about the claim b/c I haven't received any communication about the claim. I was told by the warranty company they never received proof of my purchase from the Retail store. Also, they had not affiliation with Ashley at the time of purchase as well. The store told me they were under new management and will not honor the claim b/c they do not use the past warranty company and they purchase was not with them. I contacted Ashely Furniture ************ and was told there is nothing they can do because I purchased from a Retail store and they don't know if the purchase was actually made. I told them I had proof of the purchase. I was hung up on, blind transferred back to the *** and basically told is was on me b/c I purchased from retain store. as the consume I am extremely disappointed about how I have been treated, my money has been just taken and I have been told repeatedly that I was on my own. I have been told I can pay out of pocket for the repair if that is what I chose to do which is the only option for a repair to the furniture.

  Business Response

  Date: 09/27/2023

  The majority of Ashley HomeStores are individually owned and
  operated; we are franchised/licensees. *** ***** was correct that she purchased
  a ******** ********** ***** **** from an Ashley HomeStore. The store *** *****
  purchased from sold their business at the end of May, 2022. The *** **** is a
  third-party insurance plan used by the previous owner to protect the customer’s
  purchases from accidental damages. Decisions on what is covered are not made by
  Ashley Furniture, but by the ******** ********* ************ ********* ********.
  The information that the customer provides to ******** when filing the claim is
  used to determine if the claim is covered under the plan details. During the
  timeframe of this complaint being filed, *** ***** and other customers like her,
  have received a letter from us explaining how to best contact ******** *********
  ******** directly. This letter provided the customers the phone numbers and an
  address as a contact to help them with their questions and claims with Risk
  ********* ********. 

• Initial Complaint

  Date:12/08/2022

  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.

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: I have spoken with company and been more than understanding. I was told the couch would be delivered tomorrow 1/4/23. I received a text yesterday 1/2/23 that the couch would be delivered and then today, I received another text that the couch is unavailable with no delivery date. I reached out to Ashley to request another refund. This is the second attempt. 

  The couch that we currently have that arrived damaged is continuing to fall apart. I am enclosing pictures of the quality of the couch. 

  
  
  

  Regards,

  
  

  ***** *****

  
  
  

  
  

  
  

  
  
  e couch. On backorder- I waited again. The new couch has yet to be delivered. I have had two damaged couches delivered and a lot of promises. I have been patient waiting but have lost my trust in this company. On December 2, I finally went to store requested a refund with *****. She said the refund department was closed on weekends. Finally, 5 days later I was informed because I kept the damaged couch in my house it was my fault and my request for a refund would not be granted. It has been almost a year since my initial purchase. I was scammed by my sales agent and followed her directions, only to be told that my refund request will not be accepted. Ashley Furniture has accepted my money only to provide damaged goods.

  Business Response

  Date: 01/03/2023

  Please see attached a copy of *** ******* signed sales ticket dated 1/25/2022. At that time, she took advantage of a Home Buyer’s Program, not currently offered, similar to a layaway. She made her final payment on 3/30/2022 and received a partial delivery on 4/1/2022. These items were not assembled, per the customer’s directions, until the final delivery. Please see the signed delivery receipt with waivers. On 5/5/2022, the final pieces of her sectional arrived and the sectional was assembled. The customer contacted the store and they reported issues with marks on the fabric, please see attached Service Request Report opened on 5/5/2022. A technician was sent to inspect the damage and an exchange ticket for the damaged pieces was created. The items were readily available allowing the exchange to occur on 5/27/2022, see attached signed delivery receipt with photos. A new Service Request Report was opened on 5/27/2022 as the replacement pieces were reported as having some flaws. The technician was sent out to clean and inspect the sectional. The technician approved an exchange on 6/15/2022 and a replacement set was ordered. On 11/15/2022, the customer called in (3^rd Service Request Report) to confirm that the ottoman was also included in the exchange. The customer called the call center on 12/3/2022, and requested a refund in lieu of an exchange. Understanding the customer’s frustration on the wait for the items to arrive from the manufacturer, the customer was offered a reselection (see the 4th Service Request Report). There is an exchange ticket for a complete exchange for entire sectional in our system. There still are some issues with the supply chain and the rate of production from the pandemic of COVID-19. We truly understand the frustration of the customer for waiting on her furniture. Therefore, the customer was offered the opportunity to reselect for another living room set. *** ***** has scheduled a date for the exchange for 1/4/2023.

   

  Business Response

  Date: 01/11/2023

  The sofa part of the sectional did arrive from the
  manufacturer, but unfortunately it was damaged in shipping. We discovered the
  damage when unloading the item off the truck from the manufacturer and immediately
  ordered a replacement. The customer was notified that the sofa was not going to
  be ready for the 1/4/2023 delivery. The customer then requested a refund. Due
  to the unforeseen delay, we granted the customer’s request for the return of
  her sectional and scheduled *** ***** for a pickup of her merchandise for
  1/7/2023. A full refund is in the process for *** *****.