Feb 7, 2025
Buying new furniture is supposed to be exciting, but for some Ashley Store and Outlet customers in Saginaw County, Michigan, it’s turned into a frustrating waiting game.
“We ordered two chairs and a couch,” Gary Lynch told WNEM TV5 News’ investigative reporter Meredith St. Henry. He was told it would take a few weeks for the furniture to arrive, but months passed with no delivery. Lynch eventually received his couch, but not his two recliners, which he needs to sleep because he can't lie flat in a bed.
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“When we call up there, they don’t know anything about our order,” Lynch told WNEM TV5 News. “So they got to get a hold of management, or whatever, and that’s when they’ll say, ‘We will have them call you back,’ and they don’t.”
“I would like some of my money back" added Lynch. "They are into me over $800."
Unfortunately, Lynch isn't alone, as several other customers of the same Ashley Store and Outlet also experienced delays in delivery and a frustrating lack of clear communication.
What's going on at Ashley?
Christopher Riccobono told WNEM TV5 News that he purchased a couch from the store in 2024, but it never arrived.
“They told us that there were delays with fabric, manufacturing, delays with shipment, and that it would come at the end of September, come at the end of October,” said Riccobono, who would eventually ask for a refund. Other customers were told workers were on medical leave or that backups in the Suez Canal were to blame.
As the Ashley Store and Outlet customers grew frustrated and searched for answers, WNEM TV5 News discovered the store had recently changed ownership. It still operates under the same name, but the store is no longer owned by a third-party company and is now an Ashley Furniture corporate store.
Cole Bawek, vice president of public relations and communications for Ashley Furniture Industries, LLC, shared a statement with WNEM TV5 News that reads, in part:
"Previously, this store was owned and operated by an independent third party who licensed the Ashley name. This location will now be operated as a corporately owned store.
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“Our Customer Experience team is actively engaged to ensure that our customers are heard, and their issues are appropriately addressed.”
Angered at the situation, Riccobono said he eventually filed a fraud claim with his credit card company.
“I also reported the store to the Better Business Bureau,” said Keegan Eickholt, another Ashley customer who never received the dining set she purchased in 2024. “I felt like I didn’t need to have any loyalty towards them because they didn’t have any loyalty towards me.”
As for Lynch, WNEM TV5 News contacted Ashley's corporate office in hopes of getting answers. Lynch later received a check refunding him for the chairs that never arrived.
While this situation turned into a nightmare for several Ashley customers, their stories serve as a cautionary tale for shoppers across the country.
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How to protect yourself from stores that don't deliver
Though these Ashley customers did eventually receive their goods or a refund, their ordeals raise an uncomfortable question: How do you protect yourself from retailers that don't honor your purchase? Fortunately, there are a few things that cautious shoppers can do before finalizing a purchase.
Check online reviews before you buy
Before you purchase anything from a retailer, check out its reviews on Google, Yelp, and with the Better Business Bureau. Look at recent complaints and pay close attention to any mention of undelivered goods, refund issues or poor communication. If you see multiple negative reviews, consider shopping elsewhere.
Pay with a credit card
Using a credit card instead of a debit card or cash gives you additional protection. Most credit cards allow you to file a chargeback to recover funds from scams or businesses that don't deliver as promised. Sometimes, just the threat of a chargeback can help resolve your issues.
Get a contract
If the store promises delivery, ask for the terms in writing, including estimated arrival dates and times, refund policies, and mediation steps if the items don't arrive. Verbal agreements are difficult to prove, making it more challenging to resolve issues with delivery.
Contact state agencies if you can’t resolve the issue
If a store refuses to deliver the goods or issue a refund, report it to your state’s consumer protection agency or attorney general’s office. Many states have divisions dedicated to investigating consumer fraud and may intervene on your behalf. The Federal Trade Commission (FTC) also accepts complaints about deceptive business practices.
Finally, consider reaching out to news organizations, as these Ashley customers did. You may find you aren't alone, and publicity can put pressure on organizations to fulfill their promises.
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Danielle is a personal finance writer based in Ohio. Her work has appeared in numerous publications including Motley Fool and Business Insider. She believes financial literacy key to helping people build a life they love.
