Independent profile. Not owned, sponsored or endorsed by Ashley HomeStore.

Ashley HomeStore Reviews & Complaints

Ashley HomeStore is the retail brand of Ashley Furniture Industries, LLC, a privately owned furniture manufacturer in Arcadia, Wisconsin. Many Ashley stores are independently owned and set their own delivery, return and cancellation terms, while the manufacturer handles warranty claims through the retailer that sold the furniture. Online orders at ashleyfurniture.com follow the terms of Ashley Global Retail, LLC. 511 published complaint reports are linked to this profile.

REVIEWS & COMPLAINTS511on USAComplaints · none in last 3 yrs · latest 2014
PHONE1-866-436-3393Ashleyfurniture.com customer care and…
WEBSITEashleyfurniture.com
HEADQUARTERSArcadia, WI
PROFILE CHECKED2026-11-03
Submit a Complaint Read reviews & complaints ↓ Call 1-866-436-3393 Official website ↗
VERIFIED

Contacts

Customer service & general contact

Other contacts

VERIFIED

Locations

  • HeadquartersOne Ashley Way Arcadia WI 54612
EDITORIAL

Delivery, Returns, Warranty and Claims: Who to Contact

Late or wrong delivery (store purchase). The manufacturer says it cannot see store orders: "Since the store where you purchased your furniture is independently owned and operated, we are unable to access their delivery information." Start with the store on your receipt, in writing, and keep the sales order and delivery date it promised.

Online orders. The Ashley.com terms say you may change or cancel an order "up to 48 hours before your scheduled delivery time" (not special orders or monogrammed items, or standard-ship items already shipped), and that cancelling less than 48 hours before delivery means the delivery fee is charged. They also say that if delivery "does not take place within 14 days of the original scheduled delivery date, the order may be treated as a canceled order."

Returns of online orders. The Online Purchase Return Policy in the Ashley.com terms depends on how the order was delivered. Standard Shipping items can be returned within 30 days of delivery in their original condition with all parts; return shipping or pickup fees may apply, and shipping, delivery and handling charges are refunded only for damaged or defective merchandise. For White Glove and Doorstep Delivery you "MUST contact Guest Experience within three (3) business days of delivery if your item is damaged or defective", and the company will repair or replace it, but "NON-DAMAGED AND NON-DEFECTIVE ITEMS MAY NOT BE RETURNED." Inspect the furniture before signing for it and photograph any damage the same day. Final-sale, clearance, special-order and personalized items cannot be returned unless they arrived damaged or defective and you reported it within three business days. Returns of mattresses and foundations "are controlled by the manufacturer's warranty, if any." Online purchases may not be returned in stores.

Read the rest of this section

Returns of store purchases. The Ashley.com terms say in-store purchases, whether from independently owned stores or from stores run by Ashley Global Retail, follow the store's own return and exchange policy, often printed on the back of the receipt. The manufacturer's FAQ says the same. Read the sales order before you pay: that is where a store's cancellation terms and any restocking fee appear.

Warranty. The manufacturer's claim procedure says to contact the Ashley authorized retailer you bought from, with the original bill of sale and the product serial number; the retailer then contacts Ashley to arrange service. If you or the retailer have moved, contact Ashley Furniture Industries in writing at One Ashley Way, Arcadia, WI 54612, or call 800-477-2222. The manufacturer says it is "not responsible for scheduling or the cost of transporting your furniture" between your home and the retailer. For frames and recliner and sleeper mechanisms, Ashley pays labor and shipping only in the first year; after that the warranty covers replacement parts only. The warranty does not apply to floor samples, "as is" or second-hand items, or furniture bought at a going-out-of-business sale or from a liquidator. Ashley.com customer care is 1-866-436-3393.

Protection plans. The Ashley.com terms say to submit a protection-plan claim to the service provider named in your plan. Ashley.com's FAQ describes current plans as Extend service contracts (claims online at Extend or (877) 248-7707) and lists GBS Enterprises, 1-877-800-2080, for plans bought from GBS. The manufacturer's warranty states that it is not liable under extended or additional warranties offered by any retailer or third party.

Escalating. Put your request to the store in writing, with the sales order number, the promised delivery date and dated photos, and keep every reply. If you paid by credit card and the furniture was not delivered as agreed, the Fair Credit Billing Act lets you dispute the charge: your letter must reach the card issuer's billing-inquiries address within 60 days after the first statement showing the charge was sent. If the store or the company does not resolve it, you can complain to your state attorney general's consumer protection office, the Better Business Bureau for the store's location (each independently owned store has its own BBB file; search for the seller's name exactly as it is printed on your sales order or receipt), and the FTC at ReportFraud.ftc.gov. Problems with an Ashley Advantage credit card issued by Synchrony or Concora Credit can be reported to the Consumer Financial Protection Bureau, and a furniture safety hazard to the CPSC at SaferProducts.gov.

EDITORIAL

Company Information

Legal name
Ashley Furniture Industries, LLC
Founded
1945
Business type
Furniture manufacturer and home furniture retail brand sold through company-owned and independently owned Ashley stores
Website
ashleyfurniture.comSource: Ashley official retail website, checked 2026-11-03
Headquarters
Arcadia, WISource: Ashley Furniture Industries - Warranty Information, checked 2026-11-03

Manufacturer: Ashley Furniture Industries, LLC, One Ashley Way, Arcadia, WI 54612; privately owned, according to the company. The company's "Our Companies" page lists Ashley Furniture Industries (manufacturing), Ashley Global Retail (home furniture stores, opened 1997 per the company) and Ashley Distribution Services (logistics, established 1974).

Retail: Ashley.com's terms define "we" as Ashley Global Retail, LLC and name Stoneledge Furniture, LLC as another retailer. Both are described there as "retailers, not manufacturers." Many Ashley stores are independently owned and operated, with their own owners and policies.

The manufacturer's warranty text uses the name Ashley Furniture Industries, Inc., as does its Better Business Bureau file in Arcadia, Wisconsin, where it is a BBB Accredited Business with an A+ rating. That file covers the manufacturer only; independently owned Ashley stores have separate BBB files, and their figures are not combined here.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBcomplaints in the last 3 years, manufacturer profile, Arcadia, WI
174 reviews · 584 complaints · BBB business grade A+
TrustpilotAll-time reviews, ashleyfurniture.com
1,334 reviews · TrustScore 1.4 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 511 historical complaints about Ashley HomeStore, published between 2003 and 2014. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

Show 15 more on this page
EDITORIAL

Complaint Themes

Late or missed deliveriesDamaged or defective furniture on deliveryPeeling leather and DuraBlend upholsteryWarranty and protection-plan claim disputesCancellation refusals and restocking feesFinancing and credit-card billing

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

Had an experience with Ashley HomeStore? Tell other people what happened.

Submit a Complaint
EDITORIAL

What Complainants Describe

Delivery. Complaints describe a delivery promised in 4 to 6 weeks that took months, repeated rescheduling, incomplete orders with one piece missing, and trouble getting a refund when the item never arrived or the store closed.

Damage and quality. Others describe furniture delivered scratched, broken or stained, finishes peeling, and leather or "DuraBlend" upholstery that cracked or flaked within a year or two. Some describe mattresses they say were infested with bed bugs. These are customers' accounts; the manufacturer's limited warranty sets out which defects it covers and for how long.

Cancellations and fees. Complaints also describe refusal to cancel or return after payment, and restocking fees of about 30 percent that buyers say were not explained at the time of sale.

Warranty and protection plans. Several describe claims denied or delayed under store or third-party protection plans sold with the furniture, and being told by the store to go to the manufacturer and by the manufacturer to go back to the store.

Financing. Some describe store credit cards and 0 percent promotions, with disputes over due dates, late fees and lost promotional terms.

The posts date from 2003 to 2014 and concern stores in many states run by different owners, so a complaint about one store says nothing about another.

EDITORIAL

Regulator Actions and Lawsuits

Arizona attorney general, 2008. On January 28, 2008 the Arizona Attorney General announced a consent judgment with Southwestern Furniture of Wisconsin, LLC, doing business as Ashley Furniture Homestore (Maricopa County Superior Court, CV2008-008811). Southwestern Furniture of Wisconsin was a store operator; the settlement was not with Ashley Furniture Industries, the manufacturer. The case followed complaints of very late or defective deliveries and alleged deceptive advertising. The state alleged that Southwestern Furniture of Wisconsin used a disclaimer on its sales slips and a 30 percent restocking fee to keep customers from cancelling orders that were months late, and that its zero-interest financing ads did not adequately disclose the minimum purchase. Southwestern Furniture of Wisconsin agreed to pay the Attorney General's office $400,000 for consumer fraud education, attorneys' fees and investigation costs, to pay $2,000 in restitution to consumers charged a restocking fee, and to replace or refund up to $8,000 of defective furniture. It also agreed to state the minimum purchase in zero-interest financing ads, give written delivery estimates, let customers cancel late orders, and repair or replace defective furniture promptly. The Attorney General said Southwestern Furniture of Wisconsin had begun corrective action in 2005 after the office contacted it, and the consent judgment is not an admission of wrongdoing.

Product recalls. Recalls of Ashley products announced by the CPSC include these two, which also appear on the manufacturer's consumer-notifications page. On June 8, 2023 (recall 23-215), Ashley Furniture Industries recalled about 253,000 Party Time power loveseats, sofas and recliners sold from November 2018 through March 2023, because the LED-lit cupholder can overheat and pose a fire hazard; owners should unplug the furniture and contact Ashley for a free repair. On June 12, 2018 (recall 18-747), it recalled about 900 Signature Design by Ashley Amnon floor lamps, model L207971, because the label allowed bulbs above the socket's 25-watt limit, which can melt the power switch; the remedy is a full refund. Check the model number on your furniture against the CPSC notice before contacting the company.

Read the rest of this section

Mattress fiberglass class action. In Todd v. Ashley Furniture Industries, LLC (W.D. Wis., 3:24-cv-00615), buyers alleged that fiberglass used as a fire retardant in the inner sock of certain Ashley, Nectar, DreamCloud and Siena mattresses can pass through the cover or be released if the cover is removed. Ashley Furniture Industries, Ashley Global Retail and Resident Home proposed a $9 million settlement paid as pro-rata vouchers for mattresses bought from October 1, 2017 to June 30, 2024, while denying the claims and any wrongdoing. The court granted preliminary approval on March 19, 2026. The claim deadline was July 17, 2026, and the deadline to opt out or object was September 16, 2026. The court held the final approval hearing on September 24, 2026 and has not yet ruled on final approval, so the settlement is not final and vouchers will be issued only if the court approves it. The settlement website, MattressClassActionSettlement.com, posts status updates.

Jury and class waiver. The Ashley.com terms for online purchases contain a jury-trial waiver and a class-action waiver, and say buyers are bound by the dispute resolution process posted at ashleyfurniture.com/drp even if they have not read it.

PUBLIC RECORD

Court & Public Records

Todd v. Ashley Furniture Industries, LLC, et al.

Filed

U.S. District Court, Western District of WisconsinDocket 3:24-cv-00615Source ↗

Filed — no final outcome recordedConsumer class action over fiberglass used as a fire retardant in the inner sock of certain Ashley, Nectar, DreamCloud and Siena mattresses sold by Ashley Furniture Industries, LLC, Ashley Global Retail, LLC and Resident Home LLC between October 1, 2017 and June 30, 2024. The parties proposed a $9 million settlement paid as pro-rata vouchers, and Judge William M. Conley granted preliminary approval on March 19, 2026. The claim deadline was July 17, 2026, and the deadline to opt out or object was September 16, 2026; both have passed. The court held the final approval hearing on September 24, 2026, and its decision on final approval is pending: the docket shows no final approval order or judgment. Vouchers will be issued only if the court approves the settlement. The settlement website, MattressClassActionSettlement.com, posts status updates. The defendants deny the claims and any wrongdoing.

State of Arizona ex rel. Goddard v. Southwestern Furniture of Wisconsin, LLC, d/b/a Ashley Furniture Homestore

Settled

Superior Court of Arizona, Maricopa CountyDocket CV2008-008811Source ↗

SettledConsent judgment announced by the Arizona Attorney General on January 28, 2008. The settlement was with Southwestern Furniture of Wisconsin, LLC, doing business as Ashley Furniture Homestore, a store operator; it was not with the manufacturer, Ashley Furniture Industries. The case concerned complaints of very late or defective deliveries and alleged deceptive advertising. Under the judgment, Southwestern Furniture of Wisconsin agreed to pay $400,000 to the Attorney General's office for consumer fraud education, attorneys' fees and investigation costs; to pay $2,000 in restitution to consumers charged a restocking fee; to replace or refund up to $8,000 of defective furniture; to state the minimum purchase in zero-interest financing ads; to give written delivery estimates; to let customers cancel late orders; and to repair or replace defective furniture promptly. The consent judgment is not an admission of wrongdoing.
EDITORIAL

What Ashley HomeStore Is

"Ashley" is a furniture brand, a manufacturer and a store chain, and the company you deal with depends on where you bought. Ashley Furniture Industries, LLC (One Ashley Way, Arcadia, Wisconsin) manufactures the furniture; on its own site it describes itself as a privately owned company with a history dating back to 1945 and says it sells to Ashley stores and retailers, not to the public. Ashley HomeStore is the retail side: the company dates its first store to 1997 and says there are more than 1,100 individually owned and operated Ashley stores.

The manufacturer's FAQ states: "All Ashley stores are independently owned and operated." The Ashley.com terms add that in-store purchases "from independently owned and operated stores or from stores owned and operated by Ashley Global Retail, LLC or subsidiaries, set their own policies regarding returns and exchanges." Online orders at ashleyfurniture.com are under the terms of Ashley Global Retail, LLC. 511 published complaint reports are linked to this profile.

VERIFIED

Company Relationships

  • Affiliated withAshley Global Retail, LLC
  • Affiliated withStoneledge Furniture, LLC
CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

EDITORIAL

Frequently Asked Questions

Who handles a late or wrong Ashley furniture delivery?

The store that sold the furniture. Ashley Furniture Industries says that because Ashley stores are independently owned and operated it cannot access their delivery information, and that the store can contact its Ashley customer relations manager for delivery status. For orders placed on ashleyfurniture.com, call customer care at 1-866-436-3393.

Can I cancel or return an Ashley furniture order?

It depends on where you bought. For online orders, the Ashley.com terms allow a change or cancellation up to 48 hours before the scheduled delivery, except special orders, personalized items and Standard Shipping items already shipped; cancelling later costs the delivery fee. Standard Shipping items can be returned within 30 days of delivery in original condition. White Glove and Doorstep Delivery items cannot be returned unless they are damaged or defective, and damage must be reported within three business days of delivery. For in-store purchases, each store sets its own policy; read your sales order and receipt.

What does the Ashley Furniture Industries limited warranty cover?

The manufacturer's Warranty Information page lists a limited lifetime warranty on frames of upholstered products, five years on recliner mechanisms, three years on sleeper mechanisms, and one year on cushioning and on finishes and other furniture products. The remedy is repair or replacement of the defective parts; for frames and mechanisms, Ashley pays labor and shipping only in the first year, and after that covers replacement parts only. The warranty covers only the original retail purchaser and is not transferable. It does not apply to floor samples, items bought "as is" or second-hand, furniture from going-out-of-business sales or liquidators, or damage from misuse, delivery or transportation, or improper cleaning or care, and it says the warranty is "null and void if furniture has been moved from original point of delivery to consumer."

How do I make an Ashley warranty claim?

Contact the Ashley retailer you bought from, with the original bill of sale and the product serial number; the retailer arranges service with the manufacturer. If you or the retailer have moved, or the store is no longer in business, write to Ashley Furniture Industries, One Ashley Way, Arcadia, WI 54612, or call 800-477-2222. You arrange and pay for any transport of the furniture to and from the retailer.

Who provides Ashley furniture protection plans?

Ashley.com's FAQ says current protection plans are Extend service contracts bought at purchase, with claims filed with Extend; for a plan bought from GBS Enterprises, call GBS at 1-877-800-2080 with your sales receipt and plan document. The manufacturer's warranty notes that some retailers sell extended warranties of their own or through a third party, and that Ashley Furniture Industries is not liable under them; the plan document names the provider to contact.

Is Ashley HomeStore the same company as Ashley Furniture Industries?

Not necessarily. Ashley Furniture Industries, LLC manufactures the furniture. Ashley Global Retail, LLC runs ashleyfurniture.com and its own stores, and many Ashley stores are independently owned and operated, according to the company's own pages. The store named on your receipt is the business responsible for your order.

How does Ashley furniture financing work?

Ashley Furniture Industries says it does not offer financing directly to consumers and that stores may offer different options. Ashley.com says it accepts financing from Synchrony and Concora Credit and leases from Acima Leasing, and that Ashley Advantage cards are issued by Synchrony or Concora Credit. Read your own credit agreement for fees and the promotional terms.

Can I join a class action against Ashley?

Not in the mattress fiberglass case any more. In Todd v. Ashley Furniture Industries, which covers Ashley, Nectar, DreamCloud and Siena mattresses bought from October 1, 2017 to June 30, 2024, the claim deadline was July 17, 2026 and the deadline to opt out or object was September 16, 2026; both have passed. The court held the final approval hearing on September 24, 2026 and has not yet decided whether to approve the settlement; vouchers will be issued only if it does. Follow the status on the settlement website, MattressClassActionSettlement.com. For other disputes, note that the Ashley.com terms for online purchases include a class-action waiver and a jury-trial waiver.

Sources (14)

Ashley HomeStore (own site)

Public records

Other