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Ashley Furniture Industries, Inc. complaints

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One Ashley Way
Arcadia, WI 54612 | Get Directions

(800) 240-3440

http://www.ashleyfurniturehome...

Please contact company for business hours.

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Total Amount in Dispute:
$14,556.00

Total Amount Settled:
$0.00

Complaint Experience

59%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

17 complaints against Ashley Furniture Industries, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
7	Unanswered

17 complaints against Ashley Furniture Industries, Inc.

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3/11/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

2/9/2026

I purchased over $5,000 worth of furniture from Ashley and paid nearly $400 for a "white glove delivery." Despite this, the delivery experience was anything but. The delivery team attempted to arrive outside of the scheduled delivery window and then informed me they would not be delivering the items at all. After significant effort on my part, I was able to get them to return; however, they did not assemble the furniture as promised, and one item was missing a handle entirely. As a result, I was forced to hire a handyman and install mismatched handles myself. I then spent an entire day being passed back and forth between customer service and the store, with each telling me to contact the other. Store personnel repeatedly refused to transfer my calls to the store manager, James. I believe I was fraudulently induced to purchase furniture and delivery services that Ashley knew would not be provided as advertised. I am now being gaslit under the guise of "assistance," despite having supplied my phone number, photographs, and a full account of the situation to multiple representatives, including Sharon, Samantha, chatbot Jenny, James, and sales rep Momo. They blame Acima; their own store sponsored financing as the reason for not assisting; saying my order needs to be delivered fully when my order has been delivered fully. I am under the impression the item I wanted; the kitchen table was returned given the Sh** show the original delivery was. This entire situation has be Resolution Sought Return of $1000.00. I plan to file a small claims lawsuit if this is not met.

Company Response

3/3/2026

We have reached out to the customer and are working with the information provided, compensation from their Acima cost to make up for the issues

Customer Rebuttal

3/4/2026

No update has been provided? I received one call/follow up email and no reply to my reply?

Company Final Response

3/10/2026

We have attempted to work with the customer through BBB complaint they have been denied compensation but have been offered return of the item

2/4/2026

RESPONSE: Complaint was not answered Amount in Dispute: Amount Settled: $0.00

Customer Complaint

1/9/2026

Purchased a couch online at the end of November 2025, was to be delivered in 5-7 days, company stated it was on back order, however when we ordered it did not state it was on backorder. When we reached out to the company they estimated and additional 8-14 weeks for delivery, at which time they offered us to order a different couch for the same price as we paid, when we placed the order for the new couch, and still have not received it, it was a 7 day delivery notice. They stated it was in the wrong delivery zone and they could not figure out how to change zones. Then when I called them again, they stated it was on back order and I would not receive until the end of 2026. This has now happened with 2 couches. Resolution Sought For them to deliver my couch at the original agreed upon price and time-frame

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