Ashley HomeStore
reviews and complaints

I ordered a bedroom set online. My order number is [protected]. I received notification that two of my items, the nightstand and headboard, would be sent Fedex and would need to be assembled. I paid for no hassle delivery. I called customer service yesterday and was told that no one could guarantee that the delivery men who were delivering the rest of my furniture would be able to assemble these two items. I am 71 years old and live alone. I cannot assemble furniture. The rep told me maybe some family members could help me! I will pay extra if necessary but I want these items assembled. I never would have ordered this had I known assembly wasn't guaranteed on all items.

I purchased a complete bedroom set on March 5, 2021 from the store in Romeoville, Illinois. I was promised delivery on March 29th. The furniture and mattress foundation was delivered as promised on March 29 but no mattress. Every week the delivery date keeps getting pushed up. The last date for delivery was to be April 13th but she couldn't promise that would be a good date either. She claimed the warehouse is having trouble getting the Mattress. I asked the woman if there was something that could be done to get it sooner it has been over a month. She couldn't say, so I canceled the mattress today. The clerk didn't have a receipt of the credit to my credit card and told me it could take 7-10 days for it to show up on my account! He couldn't even give me a receipt for the transaction. There wasn't even an "I'm sorry for your inconvenience! I'm tired of the run around. I went to Mattress Firm and got the same mattress for $100.00 less and it will be delivered in 2 days. I will NOT shop Ashley again! They are not helpful at all after they get your money.

I ordered a sleeper sofa and bedroom set 2 months ago and they told me that should be ready by the end of February and then they pushed to the middle of march and they pushed again to the end of march and now they are saying that I should get it at the end of may. almost 5 months for a order that suppose to be delivery 1 month ago.

One of the recliners had to have the power mechanism replaced in the first year of ownership. This was done by Lake Charles Ashley Homestore as it covered the first year of warranty. The second recliner had the power mechanism go out in the up position trapping my husband who has congestive heart failure. He fell trying to get out of the chair and we had to call 911 for assistance. We reported the failure to MFS and requested repair in July 2020. While waiting for response Hurricane Laura hit in August. A repairman was delegated by MFS but could not come to review damage as we were out of the house for thirty days with no power on premises. By the time we returned home, the repairman came and reported needed parts to MFS the recliners had been deemed discontinued by MFS and we had to choose replacement furniture. To get full replacement value we were given a store credit to Ashley on 11/17 and a deadline to choose new furniture . We had to travel to Lafayette as our Lake Charles store was closed due to hurricane damage. We made to exchange purchase on 12/16. Since that date we have received numerous promised of delivery but still have not received the furniture . Many phone calls and texts later we are beyond unhappy with Ashley's response to our requests for delivery and want either immediate delivery of new sofa and pickup of damaged recliners or a full refund.

I purchase a bed room suite in 2017. When I purchase it I was told that I had to purchase the warranty on the suite and at the end of the 4 year warranty if I had not use any of insurance that I would be getting a refund of the money. But today when I talked to someone in that office I was told that there is no refund only a store credit. I didn't want the warranty, they insisted that I have it, so when I was assured that I would received my money back so I took it out. The thing about it is that they gave me no chose today to get a refund. I don't to be made to make another purchase. Sales people are not telling the customers the right information and I fill like I was being brushed off today. I was told last year from the credit card people the same thing that I would be receiving a refund and not being made to make another purchase for the insurance

Purchased $3, 000 worth of furniture. We had to buy it online as the Staff at the store in Ocala, FL could not manage this. Ordered placed, no financing done, placed order on one of our cards. Delivery was set for Apr 5. We then got daily changes and they weren't really sure when they could deliver it, despite confirming before charging us. Ordered moved out to the 7th, which wasn't bad. However, Ashley can not manage this, we get system confirmations now for 2 orders, then we get charged for 2 orders. Ashley customer no service cannot fix this. Plus you must speak to many different people, they are very specialized. "T" crossers and "I" dotters. End of the day we get to live with $3000 worth of charges for several weeks until it just comes off. They admit the mistake, the answer is it will get taken care of organically, you just have less available credit and it may show that when your billing cycle closes. They then hang up and want their service rated.

SALES ORDER NUMBER: [protected]

I ordered a dresser and chest of drawers. The chest of drawers was scratched and the dresser was cracked. I receive the items on [protected] and when I opened them that night I realized they was damaged. I called in on 1/22/2021 and put in a request for item to be picked up but I agreed to keep the chest of drawers with a discount. I was told that the Nashville dept would be contacting me to have a pickup scheduled. No one called me so I called the next week and then a pick up was scheduled for 2/4/2021. The driver stated he tried to call but if you call my number it is transferred to 4 different lines and there are 5 women here answering the phones. I was rescheduled for 2/18/21 was changed to 3/4/21 due to weather. The driver missed my address and did not come back to get the item and now I have been rescheduled to March 18th. This item has been setting in my house for almost 7 weeks damaged in my way. I called so many times trying to get this picked up. I called on 3/8/21 spoke to a rep stated that a refund was sent to my account and if the item was not picked up on the 18th to just throw out the item. I have never had this much difficulty dealing with any company. reps have promised that the item will be picked up and still not picked up.

Hi
Order number is #[protected]

Was promised before 15th Feb 2021. Still not delivered.

No proactive updates and post follow up have been told lies. Very shameful to expect from a premium shop like Ashley.

It's even hard to escalate to anyone.

On 15th Feb I was told April for delivery which was shocking. Then was promised end of Feb as it was getting shipped from Bangalore and today realised nothing has been shipped.

Really frustrated and inconvenience caused is disgusting and on top of it have to follow up is shameful on Ashley's part.

Would like to speak to a Regional head and explain as feel bad a good brand is handled and managed so badly.

Atul Karnik
[protected]

Ashley Home Store has the worst customer service I have ever had the displeasure to deal with. There is no way to talk to a supervisor who could escalate and solved problems. All they have is poor phone answering employees who have nothing but a script to read to customers. They can not help you or satisfy a customer in any way. What a terrible job! Customer service unable to assist customers!

I am writing this complaint in regards to dining table purchased at Ashley Furniture Online. I purchased dining table on February 10th and I received it defective. I called immediately and sent pictures of the box and damage. I was told to call back in 20 minutes. I called back and they told be to call tomorrow and that they could pick up and deliver on Friday. I called the next morning only to be told that I had to wait the full 24 hours after delivery before anyone could schedule pick up and delivery. I called back exactly 24 hours after the damaged table was delivered. They told me it would be a week before they could pick up and deliver new table. I explained that this table and damaged box were in my living space and I was 65 and couldn't move it, wouldn't matter because I have a small home and no where to move it too. I waited patiently for a week. Responded to all the delivery calls and text, at least 3 of each. I received a cal this morning Delivery Day, and was told that the table they were going to deliver is damaged so they can't pickup or deliver. So Sorry! I was told that they could not pick up the damaged table till they could deliver the other table. She said she would send my statements back to the dispatch and call back. No call back. I have called my 8th person today. Spent at least 2 hours. I have been told many things! Sorry can't pick it up, Sorry we have a no return policy all sales are final so I can't cancel my order even if damaged, that I am setup for 18 days from today for pickup and delivery. Sorry there is nothing they can do, that is Ashley's furniture delivery policy. I want to never experience this Ashley fun, exciting buying experience again. Just got hung up on for the third time! Ashley Furniture has been very unprofessional and hard to work with. They don't care about there customers but about money. No one at Ashley Furniture will return my calls or speak to me about this matter. I have contacted Ashley Furniture over 8 times in the past month and had the phone hung up 4 times now. I paid for new furniture in February and I received damaged furniture. I do not recommend Ashley Furniture to anyone. I will be sure to let everyone know about my relationship with Ashley Furniture. So I will be called back 24 to 48 hours from now. So should I hold my breath!

In September 2020 my wife and I looked online and found a sectional we liked. We called the store and the salesman indicated that it was in stock contrary to the online information. Long story short we purchased furniture and put $500 down for a deposit and opened a credit card. Every month we were told it was delayed until December the store manager explained their was no true estimated delivery date and approved the furniture to be canceled in order to refund our $500. Numerous calls resulted in disconnection and transfers to the refund department that never responded. Every agent that we could speak with indicated they could see the notes and the refund would be processed but only the refund department could clarify. No luck and as of March 1, 2021 never got a call or my refund. Poor service to say the least.

Was told 3-4 wks for delivery... no phone called on status or delivery, so called after 4 weeks.. Was told they forgot to call me ... So want to schedule delivery but only have on days I'm not available! must be after 3pm M-F.. so really needed a Saturday delivery.. Rep tells me then I'm going to have to take a day off work.. Really?.. So Unacceptable! No Delivery Date available for another 3 wks..
That's 2 MONTHS since purchase! You guys make an error and I get Screwed! Then Rep tells me if not there in time to accept Delivery going to charge me $75 redelivery fee.. So Fkng Rude and Wrong! You guys SCREWED UP!.. Have the right mind to Cancel Mattress Purchase all together! Such [censored]! First and last purchase from Ashley I guess!

Both pieces that I ordered were delivered damaged. I have been dealing with repairs, shipping parts, back orders, etc for several weeks. I went to the store in person for a resolution and they said that they do not have the ability to help anyone and the only way for me to get help is to call the phone number and go through their claims process. I have been in a repeating email loop with Ashley for over a week now. They email and say sorry for the problem send pictures, I send pictures and then they email saying they will get with me in 24-48 hours. This has happened three times now and I never get the follow up after I send pictures. At this point, I just want to have my items returned. Not worth the hassle.

Purchased furniture 1/15 and was not offered protection plan. Once I realized I hadn't gotten the protection plan I called customer service and replied to an email that I want the protection plan. I never got a response and furniture was delivered 2/03. After waiting for a response and not getting one I finally called again only to be told I couldn't purchase the plan because the furniture had already been delivered and that I should have not accepted the furniture if I had really wanted the protection plan. I had already waited 4 weeks for the delivery and didn't want to refuse the delivery since I had already paid the for the entire purchase plus the $150 delivery fee and I didn't want to be charged another delivery fee. The fact that I tried to purchase the protection plan before the delivery date was not taken into consideration. And was told this was the policy because product could be damaged after delivery (so much customer trust) so I just don't understand why would I try to purchase the plan only to try and destroy the furniture I waited 4 weeks to get delivered