Ashley HomeStore

On February 10, 2024, I bought two (2) Power Sofas with Adjustable Headrests (Item: 5930247) at the Ashley Homestore in Pasadena, Texas. I paid $3,224.21 total for both sofas plus delivery charge, protection plan, and tax on my credit card. Ashley’s delivered the sofas to my home on 2/15/2024.
Unfortunately, the Leather material of these sofas has failed. After only 6 months (August 2024), I noticed the Leather peeling. I called your store and the Extend warranty company on August 10, 2024, and after 2-1/2 weeks I received an email stating that the couch was still under the manufacturer’s warranty and my claim was closed. On August 23, 2024, I called Ashley’s customer service and through an online chat they offered me a $167 Ashley’s gift card. I declined that offer and they then offered to repair the sofa. I accepted that offer. Before any repair appointment was set up, I was notified by email on August 24, 2024, that I had no warrantable concerns present and my claim was closed, noting that the failure is a Manufacturing of fake leather. I made one more call to Ashley’s on August 25, 2024, and was told that normal wear and tear is not covered. This is not normal wear and tear! You offer a one-year warranty on all manufacturing issues. Material is supposed to last for years, not months! When I questioned that answer, you had me send more photos, but then ghosted me. I expect Ashley to pick up their defective furniture from my house and refund my money fully!

Worst experience I have ever had at any business! Purchased $5000 worth of living room furniture, a tv stand, a sectional and a (matching) ottoman. We saw everything in store except for the ottoman which was not on the showroom. We told the salesman (Shad) that we wanted to order that without seeing it because he told us it was a MATCHING ottoman. Let’s just say it is not. My couch is grey and the ottoman is green. Not only that but it is cover in glue marks from where it had tape all over it. It is actual trash and it cost $370. After numerous calls and emails I’m told now I have to make a warranty claim to correct it. So I did that and was then told that it was sold As-is so they will not repair, replace or clean it. Nowhere on it does it say as-is or on any of my paperwork. If I can I just want to save anyone else from going through this nightmare I have experienced. Please, please go elsewhere! I will never shop at an Ashley’s again and will shout it from the rooftops! They are liars and thieves.

Unfortunately, I was unable to purchase the furniture I ordered. My old river house does not accommodate the size of any couches or chairs. I did receive excellent service from the sales representative, Alexandria C. Turner, at the Burlington, Iowa location. Allie answered all questions that I had and went over and beyond. Actually, everyone was so helpful in my plight. I would definitely purchase different items from Ashley.

Helyn from Illinois

Found exactly what I was looking for at my local store at an extremely discounted clearance price. Sales people did a great job! Unfortunately I will not return for future purchases. DO NOT appreciate being subjected to your religious [censored] while being put on hold. Completely rude, inappripriate and offensive to pump this pandering nonsense.. If I wanted Fantasyland I would have headed to Disney.

Rating · 2.7 (34 Reviews)

Kelly Coleman doesn't recommend Ashley (Raleigh Capital, NC).

20m ·

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I purchased a sofa and an end table from Ben at the Capital Blvd., Raleigh, NC location. After arriving back home and viewing the furniture online I realized that I was charged a different price for purchasing the furniture at the store. A total of $280 more than the online price. I then realized that hidden in the invoice that I was sold a warranty for my furniture for another $150. When I returned to the store to speak with management, I was told by Ben that he did not hold a gun to my head and that the charges could not be reversed! Hold a gun to my head ?!?! It is hard to even believe that a customer service representative would use the words " gun to my head " while trying to justify an over charge on my account! It was at this point that I realized Ben did not have a clue on how to resolve conflict. What if all I heard was a gun or a nearby customer heard gun ! I have never witnessed an adult say such a reckless comment! I am asking for someone to contact me in hopes of resolving this situation. The online price for both items is $680 and Ben managed to swindle me out of $1050. All I am asking for is to see the credit card balance reflect what the online price is and the warranty and additional charges be taken off. I still have the screenshots on my phone where the online price is $399 for the couch and $279.95 for the end table. Ben refused to honor this request. He made a slight adjustment after I called back after the purchase, but I am still being over charged by around $300, after the $200 payment on the day of purchase. Just honor the on-line price and deduct the warranty and we will be good to go.

I am still at a loss for words over what Ben said to me. There are a dozen ways to have handled the situation and he chose to say, " Gun to my head". I am at a loss for words.

Kind regards,

Kelly Coleman

I'm furious that I fell for the smooth sales tactics and purchased the warranty. For $299 it was supposed to cover virtually anything that could happen to the sofa and it if it can't be fixed it will be replaced. When we attempted to open claims for damage to the "leather" which is peeling and cracking (checked off as covered) a urine smell from a child that had an accident on it (again, covered on the paper) and an issue with a frame that is bent the only thing that was approved was the frame. This approval came after 3 weeks and the service being scheduled took another 2. 6 weeks later we're having the frame looked at tomorrow. I just hung up with a rep after attempting to reach someone for over a week. The other issues were refused coverage under "terms and conditions." There is no way to dispute this as it's "terms and conditions." Completely unhelpful reps, no way to escalate. Completely against everything we were sold. I feel we were scammed and we will not be making purchases and definitely not adding warranties in the future.

I ordered a$2,000 table on 7/14/23, I gave my card information not realizing the table had not been charged at that time. The estimated delivery date was 8/25/23. I get a text message on 8/19 indicating the table would be delivered on 8/23/23. shortly after i get an email indicated insufficient funds. I called the number immediately and paid the table in full (I thought it had already been paid in full to be fair). Today, 8/22/23 I get an email saying now the table will not be delivered until 9/13/23. 4 customer service reps later and 45 minutes on the phone later I am told they cannot deliver the table until then. MY ADVICE TO ANYONE IS DO NOT PURCHASE ONLINE, GO SOMEWHERE ELSE ALL TOGETHER UNLESS YOU ARE OK GETTING THE RUN AROUND. THEY DON'T CARE ABOUT YOU OR YOUR BUSINESS.

I purchased a sofa at the local sley store on 5/13 and when I check online the price was different from the store price. I call customer service, and they are telling me that I should have asked for the online price. I did virtual messages with agent on 5/14, and they had some else to say. I don't think this is how you handle business with your customers

I bought a recliner September 28, 2024, it was returned a few days later, major issues with my neck on that recliner, my refund was okayed on October 29th, they mailed a reund check on November 8th, still no check, I have been in touch with customer service since October, they keep e mailing whoever is responsible for that check, I'v called the store on Kelly Rd., Salem, N.H., I get no answers, I've asked for the check they mailed to put a stop on it, and either have the store mail me a check, or please have them send me a certified check overnight, I'm so frustrated with this whole thing, I paid cash for the recliner, I don't know why they're doing this, my phone number under this issue is [protected], my name is Janet Marques, 7 Rhoda St., Tewksbury, Mass. 01876, I live on SS, i don't have much money, I'm 79, please, please try to help me get my money bac, thank you, my e mail is also, [protected]@verizon.net, thank you

Purchased the furniture on April 30th. Delivered on 5/9.

5/10 Called customer service spoke to Robbie and told her the massage function on all the items did not work as explained. Robie said that you have to press the lever quickly to move to the next message setting as there are 3 settings . I did that and all it did was shut off the message. Spent 40 minutes talking about other options however there was no resolution other than she would send repair parts for each unit. Time was spend discussing this.

5/17 -called c/s and Robert said the parts were shipped.

5/21 called c/s and spoke to Masive who said parts were shipped no shipping info.

5/24 - called cs and spoke to Ingrid who provided a fedx tracking number

5/27 - parts (2 ) received for one as 5 were needed.

The heating element on all 3 pieces of furniture get to hot and burn my rear end.

The seat back is too stiff

The section of each that holds up the feet compress down and are spongy and not sturdy

purchased B1013-156 10/20/23 Product was delivered on 11/4/23 w/o roll slats; had to sleep with mattress on the floor. 2wks later 11/11/23 roll slats were delivered and installed. Upon getting into bed it made a cracking noise and buckled in the center. The 3 support poles are no longer supporting and in a horizonal position and roll slats are bowing in the middle. I then contacted costumer support in Fredericksburg VA with assembly instructions see part #190663 diagram showing support rails and brackets needed. New hardware was sent with rail brackets but missing support rails (2)see( instructions #190663). Install is scheduled tomorrow 1/13/23. I have called and emailed customer support, left several messages in regards to the missing parts with no response. We are unable to sleep in this bed and am very frustrated and disappointed in your service and product.

Having purchased a new mattress roughly 14 months ago, I have noticed considerable sagging and bunching. Imagine the cartoon of a woman getting out of bed and her body shape is imprinted into the mattress. This is causing me considerable back pain as there is no support, and both my cervical and lumbar spine are fused; therefore, support is critical.

PLEASE HELP

I bought two swivel bar stools with the serial number [protected]. The fabric has deteriorated and the bar stool has become unsafe. I paid about $300.00 each for these bar stools. Now I know that they are manufactured in China, but I expect to be able to utilize these bar stools. I want my money back. You may contact me at my email address which is [protected]@yahoo.com. My phone number is [protected] and I live in Arlington, Texas.

I ordered a bedroom set (King size Lettner group) in August and received a partial delivery with exception of the chest. They explained that the chest was damaged and had to be reordered. When they brought one a few weeks later, it was the wrong one (youth size). Since then, there is an excuse every week that the chest is damaged and has to be reordered. This has been going on for 3 months. When I decided just to return all of the furniture so that I can find a complete set someplace else, customer service was all too happy to schedule a pickup for the furniture. I don't understand how employees are so enthusiastic about a customer returning furniture and not interested at all in resolving the problem of getting my chest delivered. We own a business, and I am certain that if we had that same work ethic, we would be out of business. This furniture and mattress was almost $12,000 which might not be much to Ashley Furniture, but it is my hard-earned money and I expected more from them.