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Ashley HomeStore
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1.7 799 Reviews

Ashley HomeStore Complaints Summary

130 Resolved
655 Unresolved
Our verdict: With Ashley HomeStore's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Ashley HomeStore reviews & complaints 799

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B
6:35 pm EDT

Ashley HomeStore Sectional

I bought a $3,000 couch 6 months ago. A sectional. We were told we were buying the whole sectional and I confirmed several times it wasn't just one piece. And they showed up with part of it. We then had to buy the other part, which thankfully the manager gave us a discount on since we were misinformed. That was the only good thing I can say regarding my experience. The couch broke after a few days, even though we barely used it in those days. My partner and I have since been dealing with the absolute worst service either of us have ever had. We call, we get hung up on. We are told we'll be called back, we get no calls. We have been calling, emailing, texting at least twice a week for 6 months with hardly anyone responding. And if someone does respond, we get a "sorry, there's nothing we can do." Finally a month ago we were able to get the replacement piece delivered... And they wouldn't accept the broken piece that we've had for 5 months because it had like 10 pieces of small dog hair. We have 2 small dogs and we've been trying to get the piece replaced for SIX MONTHS. If the company had gotten the piece replaced when we called about it SIX MONTHS AGO, maybe there wouldn't be any dog hair, but as it is it's impossible to get every molecule off. Especially when we have to wait weeks and months to finally get delivery service here. You expect us to just never let a dust particle of dog hair on the couch? Oh, and the second time they finally got the piece shipped out, which was today, we were told yet again it couldn't be replaced because of the dog hair. I asked where in the contract it says it can't be accepted with a miniscule amount of dog hair. I was told it's in the DELIVERY DRIVER'S contract, but not ours... With no due respect, that is NOT my problem. We even had a rep weeks ago say she would put a note on the drivers' order form saying to take the piece even if there is dog hair because it's ridiculous. And that didn't happen. We were told today that the drivers would have to pay out of pocket if there was hair. So... Your company is now guilt tripping us into keeping a $3,000 BROKEN couch that we paid a $400 warranty on? No. I do not care about the $2 that the driver might have to pay for the 10 god dang pieces of hair on this BROKEN couch that we've been trying to get fixed for SIX MONTHS. Again, maybe if there was proper customer service and literally anybody responded to our 100+ calls and emails, maybe the couch wouldn't have hair because it wouldn't be sitting in our small apartment with 2 shedding dogs for, and I can't say this enough, SIX. MONTHS. I also know the shipping company is separate from Ashley, but since they work together, it should have been stated in OUR warranty contract that the warranty is basically null and void if there's hair on the broken piece. Because if that was the case, I wouldn't have paid $400 EXTRA for a service that wasn't going to be provided anyway.

I can not express how angry this whole ordeal has made me, it's taking all of my will power to not absolutely cuss every representative out or just dump the broken couch in front of Ashley Home and refuse to pay another cent. Because this is just ridiculous beyond measure, and I shouldn't be having to pay $3,000 and $400 for a warranty when all we've had is a broken, uncomfortable piece of furniture, and not a single rep or manager will help us. And I know it's just a couch, it's not the end of the world, but this thing was $3,000, I'm still paying on it, and it's been broken practically since the day we got it. We've had to use this now-very uncomfortable couch for half a god dang year and then we're told it can't be replaced because it has some hair on it? And nobody has been willing or able to help us. We call and we're ignored, we have been incredibly patient and this company does not deserve it. I wish I had never even stepped foot inside the store, and I will be posting this review everywhere I can because maybe then we'll get some customer support on this BROKEN. $3K. PIECE OF CRAP FURNITURE. But probably not, if there's anything I've learned from the past half-year, it's that Ashley Home Furniture does not care about their customers.

Desired outcome: I want my broken piece of furniture replaced since I paid $3,000 with an added $400 warranty.

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11:43 am EDT

Ashley HomeStore Defective and damaged furniture

Ordered a bedroom set from

Michelle Brookman sales rep

Ashley Bergen office manager

Aaron Reed

General Manager

Ashley HomeStore - Glen Burnie

[protected]

7425 Ritchie Hwy

Glen Burnie, MD 21061

They delivered a broken night stand I reported it and they did nothing to replace it. They took my money and refused to honor the manufacture warranty and refused to assist with doing the right thing with replacing the defective nightstand or a refund. Their customer service doesn’t exist. They lied and stole my money at the end of the day. Do not buy from this store they are unprofessional and untrustworthy.

Desired outcome: Refund or new nightstand

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9:47 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Ashley HomeStore Unable to cancel my order with in the 72 hour window

Purchased an outdoor set [protected]:36 AM from the Orange CT store Order number [protected]. During the transaction my wife said we have 72 hours to change our mind the salesman said he would price match if we found it cheaper nothing else. he said he was getting us brand new furniture not that stuff that was outside. I found the price alittle high and noticed the extended warranty that I did Not ask for nor was I asked if I wanted it. (I should have spoken up then) After we left the store we both decided that we really could not afford the purchase. When we c=got home at 2:30 she called the store to cancel the order to which she was told that she had to come into the store to cancel the order. I then look at the paperwork and it said just that. The salesman called us back at 4:35 that same day only to say that we could Not cancel the order it was a final sale! He said there was a sign - I saw No Sign at all. This was Never brought up at Any time during the transaction Ever! If so we certainly would have stopped the sale then! Nowhere on my paperwork does it say or refer to or state anything to do with a final sale only that we have 72 hours to Cancel this sale. This not some special order so I do not see why we cannot cancel this and get our money back in full. I called the corporate number that I found and the woman said someone would call me back to which I have not heard from yet. I have until 10:30 Wednesday to fall in the 72 hour cancelation policy I hope somebody can help resolve this situation for me

Desired outcome: FULL REFUND!

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12:19 am EDT
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Ashley HomeStore Broken bed frame

I am retired army. I am disabled and have been trying to get the furniture I ordered. I ordered a bed frame in May. Each month they would say it would be delivered in Jun then Jul then Aug. Well in Aug, we took off work when they called on the scheduled delivery day and said they would have to reschedule, the truck broke down. The next week they call, we have to use 2 trucks so it will be several hours after the time frame they had ordinally said. We had prior commitments and could not wait much past the scheduled time frame. It was rescheduled again. Took off work a third time. Bed was broken. End of Aug I called to see if there when we could get another bed. They said they had another bed and would deliver it 3 Sep. Guess what, it was broken. So still no bed. How can you get one that is not broken? Who will compensate us for taking off work so much? Call [protected] or [protected].

Desired outcome: I want a frame that is not broken. I want to be compensated for all the time we lost because of delivery problems. This has been very frustrating. This needs to be expedited.

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3:55 pm EDT

Ashley HomeStore Eltman sectional

I ordered this sectional in the store and was told about the wonderful protection plan that covers anything. Twice my sofa ripped and twice the bogus company denied me. The first time I called Ashley and complained about this they sent me a new cushion cover. The second time they want to charge me $50. I haven’t even paid off this couch yet and it’s falling apart.

Desired outcome: I would like the cushion cover sent you be and I would like my Ashley account credited for the bogus lie of a protection plan I was sold.

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7:07 am EDT

Ashley HomeStore Dartmouth Nova Scotia. - couch

Over a 10 year period I have purchased 3 mattress sets and 3 couches. That's A LOT of money. My most recent couch was delivered the beginning of December. I live alone. I do not use my couch often and I also take very good care of anything I own so it should not look like it does within a month or so of owning. I’ve contacted the store with a response being that

“Hi Sarah, I do apologize for the delay. I’ve been talking to the General Manager and service about this, and they said this is not a quality issue and the pilling is normal. The easiest way to quickly take care of this is with a fabric shaver, and it will look like new afterwards.

I’ve attached a link to an article on upholstery fabric pilling that has some suggestions.

https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fcharlesparsonsinteriors.com.au%2Fcms%2Fpage%2Fview%2F251&data=05%7C01%7CSarah.Uhlman%40novascotia.ca%7Cad765ea3f5f149acd56908da8cd1017f%7C8eb23313ce754345a56a297a2412b4db%7C0%7C0%7C637977126541491563%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=mtzkQemkubLgGH2GfhCktVVTZ6sdJgaJXw0qMVgm9ZE%3D&reserved=0

I’m sorry this probably isn’t the answer you were looking for. If I can be of any other help, please reach out.”

I did not purchase a couch for over 1600 dollars to be told that. My last couch that is 4-5 years old actually looks better than my new couch. This is not normal. I would think such a large company would stand behind their products. If I wanted a cheap worn down looking couch I would have bought a cheap one or a second hand one.

**The pictures do not really show how bad it is**

Desired outcome: I just want the couch to be picked up and be refunded the cost so I can go purchase myself a couch that will actually look good for a much longer time compared to this one!

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4:43 pm EDT

Ashley HomeStore Furniture Protection Plan

Medication/ointment transferred onto our new leather chair and stripped the color. I filed a claim with the Protection Plan and it denied stating that caustic damage isn't covered. They then referred me to 4 repair companies, all of which were at least 2 hours away. The Ashley Protection Plan in notorious for denying claims but I hoped for better as long-time customer. What is the purpose of buying the protection plan if they find any reason possible to exclude the damage from the covered criteria? Nowhere on my terms and conditions is the word "caustic" listed as an exclusion yet this was the word that 5Star repeatedly used when providing their reason for denying the claim.

Desired outcome: Cover the claim or at a minimum, provide me with referrals for repair companies that actually service my area. Lastly, don't mislead valued customers on the sales floor by telling them how wonderful the protection plan is.

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3:56 pm EDT

Ashley HomeStore Damaged couch credit which expired

I purchase a sectional in November 2021. The sectional was delivered damaged. In return, I was given a credit. The credit was actually a card with $330.00 with an expiration date of May 2022.

I was never made aware that the card they sent me was a gift card with an expiration date. I was told I was getting a credit. Credits don’t have expiration dates. Because if for you to use when you need use it as a result of damaged goods. I was not prepared to buy anything in May as well because I didn’t need anything. As I’m now moving I went to get the card and saw the expiration date that was never told to me.

I would like to have a new card issued for the amount that is owed to me. This firm off credit that you are offering is another way of stealing from customers. I’ve been a loyal customer of Ashley for many years. I’m actually shocked at the responses I’ve been getting because this is so unprofessional and bad business.

I would appreciate your assistance in this matter.

Miriam Vella

10821 Beech Valley Ct.

apt. 308

Raleigh,NC 27617

[protected]@gmail.com

[protected]

Desired outcome: Would like a new card issued for $330.00

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11:37 am EDT

Ashley HomeStore Farm style dining room table

We have had our dining table for 6 months. The top of the table is already peeling. We called because it is still under the manufacturing warranty for a year. They are unwilling to make it right because we purchased the extended warranty. They say we have to use that. If we had not purchased the warranty it would have covered. What?!?! That doesn't even make sense. Beware, it's all all a scam. Definitely done shopping there! We have bought thousands of dollars worth of furniture. Where is their customer loyalty? Clearly in someone's pocket. We were also told there was not any manager or corporate person to talk to. They are all the same level. What a joke!

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2:49 pm EDT
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Ashley HomeStore complaint about homestore in D'Iberville MS

My granddaughter purchased an expensive dining room set on 5/28/2022.

ORDER NUMBER:[protected]

I was present when the delivery was made and the gentlemen who delivered it call me outside to see damage. One corner of the table had been knocked off. They said she could keep this one to use while awaiting another table.

Since she had not heard anything she contacted the store and spoke to someone who told her the item had been discontinued and there was no way to replace the table!

SO why had someone not reached out to her to let her know this!

She was told she could come in to the store and pick out something else! Her total for this order was $3405.30. Plus she had already spent over 5,000.00 on a couch and bedroom set. I will mention the couch had 2 damaged sections they let her use until the 2 could be replaced. This did not take long to do.

She was really not given any options --no refund, etc. just come in and get something else. She wanted that table!

I disagree with the outrageous delivery charges Ashley has and was reluctant for her to purchase all she did. She also took out the GUARDIAN 5 year plan yet no one ever offered to send out a stone specialist to even look at the damage.

Just out of curiosity I took a ride to my nearest Ashley store in Madison TN and to my surprise there sat her dining room set! Yes, it has been discontinued and was on sale for 1849.00!

This store said they of course could not do anything about getting her the table.

I believe she is certainly entitled to returning the set to the store for a full refund, including all delivery charges and certainly the protection plan which must be a hoax!

If she is not satisfied with the outcome, then we will be reporting all this to the BBB and anyone else who will listen and help her.

Desired outcome: preferable find her a table...give her all her money back,..I sent photos of the table set here in Madison TN and the clearance price.

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Update by TCH112
Sep 09, 2022 2:56 pm EDT

This is my initial complaint and to date, nothing has been done about it. I am in the process of reporting this to the BBB in hopes they can help resolve this.

I am enclosing my POA that I have with Hannah McDuffie and expect someone to call me who will honor this and not refuse to talk with me.

Trisha Hanna, grandmother of Hannah.

My granddaughter purchased an expensive dining room set on 5/28/2022.

ORDER NUMBER:[protected]

I was present when the delivery was made and the gentlemen who delivered it call me outside to see damage. One corner of the table had been knocked off. They said she could keep this one to use while awaiting another table.

Since she had not heard anything she contacted the store and spoke to someone who told her the item had been discontinued and there was no way to replace the table!

SO why had someone not reached out to her to let her know this!

She was told she could come in to the store and pick out something else! Her total for this order was $3405.30. Plus she had already spent over 5,000.00 on a couch and bedroom set. I will mention the couch had 2 damaged sections they let her use until the 2 could be replaced. This did not take long to do.

She was really not given any options --no refund, etc. just come in and get something else. She wanted that table!

I disagree with the outrageous delivery charges Ashley has and was reluctant for her to purchase all she did. She also took out the GUARDIAN 5 year plan yet no one ever offered to send out a stone specialist to even look at the damage.

Just out of curiosity I took a ride to my nearest Ashley store in Madison TN and to my surprise there sat her dining room set! Yes, it has been discontinued and was on sale for 1849.00!

This store said they of course could not do anything about getting her the table.

I believe she is certainly entitled to returning the set to the store for a full refund, including all delivery charges and certainly the protection plan which must be a hoax!

If she is not satisfied with the outcome, then we will be reporting all this to the BBB and anyone else who will listen and help her.

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Update by TCH112
Sep 07, 2022 7:09 pm EDT

Still no satisfaction getting my table ORDER NUMBER:[protected] replaced. see comments from August 22, 2022. My grandmother called in to discuss all this and Emily would not speak with her as she was not on my ticket. YET she was the one at my home accepting the delivery while I was at school.

I am at a loss as to what I should do next.

the below photos show the damage to the table and this is just not acceptable.

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6:14 pm EDT

Ashley HomeStore Furniture

I placed an order to this business back in january or february 2022

I canceled the order do to so many excuses on their behave but, not having the items as it was promised to me. I decided to canceled the order over the phone. I was charged for these order to my credit card and was never refund back to my account and as now I still paying for these order and was never deliver to me. I have tried in so many way to solve this issue by calling them showed in person and it has not solve just yet.

Because I don't think is fair for me to be paying my credit card for this transaction do to their neglect .

Ashley Furniture

24001 El Toro Rd

Laguna Hills Ca

92653

[protected]

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4:10 pm EDT
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Ashley HomeStore Ashley warranty is worthless. Don't buy.

My elderly parents bought a sofa set AND a warranty. One sofa broke down in the first year. My parents called the warranty company but they wouldn't cover it. By the time they understood to call Ashley, Ashley wouldn't cover it. NO ONE would cover the broken furniture. THEN the LIE...Ashley decided to send a tech (after we badgered them into it). They tech said it was a failure and that he would order the parts, come back and fix the sofa. Never heard from him again. When I called Ashley, THEY LIED and said the tech said the furniture was ok. ABSOLUTE LIE! SHAME ON ASHLEY. My father is 91 years old. ASHLEY, doesn't deserve your business.

Desired outcome: They should fix my parent's sofa!!!

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12:58 pm EDT
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Ashley HomeStore We were promised a coffee table with “the more we spent”

Fernando at Ashley San Antonio off I-10 helped my family one evening. We were looking for a reclining sofa and love seat for our ranch house and he told us (as we looked at an adjustable temperpedic) that the more we spent he could get us a free coffee table and 2 free temperpedic pillows. The sofas and bed were delivered. The driver bent our community gate code box. No coffee table or pillows. I’ve been texting Fernando for a month now and he keeps promising he’s handling it. Now he won’t respond. I call the store. No answer and it automatically disconnects. Do the website chat. They can’t help. Fb messenger sends a ticket to get a callback. That hasn’t happened. The dishonesty is unbelievable. We would not have purchased at Ashley had we known we would be lied to. Super disappointed and definitely never shopping there again.

Desired outcome: We’d like the coffee table and pillows promised. Or the bed gets returned. I have all the text and communications saved.

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8:25 pm EDT

Ashley HomeStore Refund

Hello,

On 6/13/2022 I purchased a sofa from Ashley Home Store 1070 N. Main Street Layton, UT 84041. I made the purchase and was told and given a form (attached) that said that I would receive a refund via Master Card within three weeks. Three weeks went by so I emailed to asked where my refund was? (attached) I was told to wait six weeks, so I waited until eight weeks with nothing from Ashley. I sent another email asking about the refund again and received nothing. It seems that they were counting on me forgetting or just plain fraud.

I would like help in trying to receive the refund that I was promised.

Desired outcome: Receive my refund

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4:55 pm EDT

Ashley HomeStore Claim Number [protected] Order Number 585036 Order Date Jul 21, 2022

Mr. Valdo Strenta filed a claim on July 24, 2022 at 7:33 am regarding the Vista Mid Tone File Cabinet he received.

The top drawer is difficult to open. The second drawer will not open. The bottom drawer won't open all the way.

The claim confirmation said he would hear within 48 hours. He has heard nothing in 16 days! He has made several trips to the store only to be told they cannot do anything.

Please note that Mr. Strenta is 82 years old and this is causing him extreme stress and anguish.

At this point, he is ready to speak to his attorney to file a claim against the store. Evidently filing a claim with the company does not work.

The phone number is [protected].

Desired outcome: Someone to contact him immediately, come pick up the item and refund his money for the same. If this delays much longer, he will want attorney's fees and gas and mileage for the multiple trips to the store!

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2:11 pm EDT

Ashley HomeStore 3 year in service program

I bought my entire house furniture about 14k worth, and I was advised to buy the j. Home service promising they cover wear and tear. IT DOES NOT. Each time I filed a case I was rejected saying “sorry we do not cover this” even tho the pamphlet says that they do. Eventually I received a $250 gift card that I was advised will be valid for a year! I went to purchase something today and guess what.. the voucher Was expired. I called customer service and once again “sorry there’s nothing we can do about if” do not buy anything from this company it’s a total joke!

Desired outcome: Get my $250 credit back, and make other buyers aware of the endless scams and unhelpful customer service

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10:53 pm EDT
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Ashley HomeStore Furniture I ordered 11 months ago delivered damaged

I ordered a bedroom set and dining table on September 4, 2021. I was verbally told 8 to 12 weeks and was fine with that with supply chain issues. I got my financing secured and paid the required down amount and then am presented with a receipt that said all sales final and a paper that said delivery could run 36+ weeks. I am told to not worry about it, that’s just to protect them from customers who change their mind and supply chain issues. Like an idiot, I sign it. 12 weeks comes and goes, I start calling. No one answers the phone, no one returns voice mails, and no one answers the emails the online customer service agent was able to get me. Had to cancel hosting Christmas as I had no dining table. At 5 months I am ticked and start emailing saying I want to cancel this order so I can buy elsewhere. Nothing. So I start calling the numbers of both local stores incessantly. Finally people start answering the phone. I am told no cancelations but I can have store credit. I had to buy another mattress to throw on the floor since I didn’t have the one I ordered yet. They would not even cancel the mattress. Store credit. At first I was open to that, but then I was worried it was going to mess with the order and delay things more, so I left it as is. Fast forward to 11 months. That’s almost a year I’ve been sitting in a mostly empty house, canceling holidays, family visits, my birthday. I’ve shed so many tears and had so much pain and anxiety over this. But they finally call and say they have my stuff. So they schedule a delivery. Next one is more than a week out, but whatever. I have a junk hauler arrange to come get that temporary mattress I bought the morning of delivery because nobody wants a used mattress, so I have to pay $80 to have it hauled away as I didn’t need or have room for it once the other showed up. So they get here and several of the items are severely damaged, the rest of it is filthy dirty (and after I cleaned it I found more scratches and damage), and that they “forgot” to out my mattress and foundation on the truck. Guys take 2 items I refused and told me someone would call me Monday (this was a Friday early afternoon) and someone would bring my mattress Monday. Meanwhile, one of the guys snuck other damaged items past me into the bedroom and I was so distracted with the other issues I didn’t remember to go inspect those. Why in the world are we making me wait 3 days to call me and make me cry and be upset and anxious and scared all weekend? I’m not owed an explanation immediately? So then I find the extra damage, one severely so, and my heart drops. The guys with the delivery said if I left anything at the house they would make me a low priority and it would take forever to get it fixed. So now I’m bawling because I know my year of living h - - l are nowhere near over. I call the store and they note the additional damage and tell me to wait until Monday to talk to service and I was given an email address to send additional pictures to for the extra damage I found. Wait, what? Service? Why am I talking to service. You brought me broken furniture and forgot 2 items. Why are we not scheduling me the Monday mattress delivery the drivers told me would happen and why are we not ordering me new furniture? So I send the pics to the service email as requested. I get a response about how they will send someone out to correct the stuff in my house (no commitments on when) and they will FIX the broken items and redeliver. What!?! The dresser was crushed! Crushed! I ordered and am expected to pay full price for BRAND NEW furniture, not scratch and dent or refurbished furniture. So now I am livid. Beyond livid. No. I am not being forced to take refurbished furniture and pay full price. They reply that it is “our right to correct our delivery.” No, it is my right to receive the new furniture that I ordered and not broken and repaired items. Just no. After a lit of back and forth and them trying to get me to commit to this, because they swore their Ashley certified technician does “awesome” work, I agreed to give them one shot at fixing it, but if it didn’t look and wasn’t structurally as good as brand new, I was not accepting it and would get a lawyer involved. I also said it has to be done in a timely fashion because this has already been a year of my life stolen from me. They said I could come to their service department to inspect it before delivery, acting like I should kiss their shoes for this amazing concession, refusing to tell me where this is, if it’s even in the same town, and what hours that is allowed. I told them I will not drive the equivalent of more than a half hour and I will not take off work. No response and they just kept asking like that concession deserved a customer service award and was a great deal for me. I emphasized repeatedly, if the repairs were not the equivalent to brand new condition, I would demand the new furniture I ordered and will be forced to pay for. Never once could I get anyone to acknowledge it, so I continued to emphasize that in every message. Then they act like I should kiss their feet for agreeing the mattress they forgot to send with the original delivery for free and like the 2 weeks (not monday like the drivers told me) I had to wait for them and for them to pick up the other broken piece too damaged to fix in home is totally reasonable. Insane and not acceptable. Immediately making me realize that this will not be a timely fix for any of these issues. They won’t give me any idea how long for the in-home fixes either. I agreed not to involve an attorney if they fixed it to brand new and did all of this timely. I can see his will not happen. I am continuing to get consultations with attorneys to get one lined up and filing complaints with everyone from the BBB to the state attorney general because they have shown by making me wait 2 weeks to deliver the mattressTHEY FORGOT that they are not taking the way they are treating me seriously at all and are unlikely to. If I do not hear any status in 2 weeks and if I just keep getting delays and games like they do to thousands of other people on complaint boards far and wide, an attorney will be on board. That will give me time to find a good one and learn my rights.

Desired outcome: Deliver me the brand new condition furniture I ordered in a timely fashion, offer me a steep discount for taking refurbished, or come get your crap and refund me.

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Update by heartbroken and exhausted
Aug 06, 2022 11:40 am EDT

Note: Above pictures do not show the 2 worst items that are in their possession. They never brought them inside and just showed me photos on their phone of the severe damage to a barstool and the dresser. The other nightstand also has problems with both drawers. Also, as a correction, I bought a full bedroom set and a full dining set plus 2 barstools at $5300, not just the dining table. They also sold me that protection plan they say covers everything. I can see by other complaints it clearly doesn’t and after this experience I would just throw the furniture away before ever bothering attempting to get service from this company that would never be resolved anyhow.

Update by heartbroken and exhausted
Aug 06, 2022 11:35 am EDT

As a followup as the original complainer, I have since discovered they sent the full charge to the finance company BEFORE they even attempted to deliver, including for the items that they never delivered and the others that were taken back with severe damage. I have filed a dispute with the finance company so that I do not have to start making payments on things I do not even have with no ETAs and I am NOT paying full price if they force repaired furniture on me, as they refuse to talk to me on the phone and refuse my direct question as to what we do if I do not find the repairs acceptable. They are acting like they are the victim when all I wanted was some darn furniture in my house.

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J
10:00 pm EDT

Ashley HomeStore Sofa and their "extended warranty"

We purchased a sofa in Jan 2020, 3 months later the frame broke in 2 spots. Due to COVID it took them months to come to "repair" it. They also tried to force me to use the warranty that was pushed on us to buy! (We were told it would cover EVERYTHING, We felt pressured and we were assured it would replace or refund any of the sofa if we were not happy with any thing in the 5 years.)

I then had to argue with Ashley's and said it is within the first year so I will not go thru the ins policy. They argued and I finally got them to send someone! It was prob 4-5 months AFTER we called about the frame. So right off the bat we had a sofa we couldn't use for at least 6 months! The tech came and "repaired" it. However he also left us a bag of the fabric used on the sofa saying we would prob need it (I still have the bag) well within another year the frame broke again and the entire sofa is falling apart at the seams (every part of sofa) and the Ottoman is so broken that there is a hard piece of wood on it (hard to explain but there is no support just wood) it's actually dangerous. We filed the claims and Montage (which took forever as they kept asking for the same pics and kept saying they would get back to us and never would) we actually called weekly and asked for managers who promised they would call back and never did! Finally they said it's wear and tear and they will not cover any of it! They only offered a replacement for the ottoman (saying they have no idea when they could get it to us) or less than half of what we paid because I stated it was dangerous! The rest they said is wear and tear and we need to fight with the manufacturer. First off we were sold that policy stating it covers everything and no way is a two year old couch that already broke 2 times and now is falling apart at the seams everywhere "wear and tear" and in researching the insurance company and Ashley, we now know that is all they do to everyone! I then went to Ashley's direct and complained and was given a case number. They then sent me right back to the insurance company saying they would help me! They didn't, I knew they wouldn't. All that happens is it goes back and forth and no one helps. Now I have a sofa I can't use it's so broken and I had to purchase a new one from a different store

Desired outcome: Want a full refund for breach of contract

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S
9:01 pm EDT

Ashley HomeStore Very long delay of items/delivery

Purchased a bedroom set and dining room table in April 2022. Was told the items weren't currently in stocks but should be delivered in 5-7 weeks. We agreed that was a reasonable time to wait, paid in full and left. After 9 weeks, I called customer service and waited on the line for a out an hour. Requested a call back but never received one. Called again the following week. I was able to be contacted through text. After giving all the information, I was told the bedroom furniture along with the dining room rug would arrive June 20th, 2022 and everything else was on backorder until August 2022. I was very upset but really wanted the table so I decided not to cancel the order. June 20th, came and went. I called customer service again and was told the bedroom set was in stock but they refused to deliver until all items were available. At that time, they told me the table was now back ordered until December 2022. I was very upset and asked if I could at least have the items that were in stock. I was told no. I called again a few days later and was eventually told I could have a partial delivery. The problem was customer service could not actually schedule the delivery. I was told to call the store. I called the store number and several other numbers but they all went to the same customer service line that never answers your call. I finally went back down to the store, and was told I can pick another table that was in stock. Again, I was extremely upset because I wanted the table I originally chose. I asked to purchase the floor model and they denied me. I settled for another set that was in stock. Still unhappy because they did not seem to care about the inconvenience or offer any help or compensation. I asked them to deliver it as soon as possible. They delivered the bedroom set on July 9th and set up the delivery for the other items on July 29th. Because of the issues I've had with this delivery, I decided to find out what items are being delivered. It turns out only a set of placemats were coming. I called customer service line and opted in for the text option and after some time, they verified only the placemats were being delivered and not the table I've been waiting for for the past 3 ½ months. I could not get any help from the agent I was texting. I only got apologies. They said they would have someone call me back in 24 to 48 hours but I declined because they have promised calls and I never get them. Finally got through to the store after hours of calling, they said the rug ( that I was told was in stock on July 1st) was backordered and delaying the table. I told them when I went to the store that I wanted everything on partial delivery. So as soon as they have items, I want them delivered. They somehow gave away the rug that was set aside for my order and then reordered it with the new table. After telling them I wanted them to fix the issue and send me my furniture with the placemats, they just apologized and said they couldn't. I keep trying to tell them how frustrating all this has been but I get no sympathy, answers, help, compensation or reconciliation. I don't think this paragraph can even begin to explain the frustrating experience I've had with this company and unfortunately all of its employees. What's most upsetting is the complete disregard of the problems and no attempt was made to help us out or make amends for their mistakes.

Desired outcome: I would like compensation for purchasing these items in full but not having it for months. Partial refund

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S
3:11 pm EDT

Ashley HomeStore DAMAGED Furniture & HORRIBLE Customer SERVICE & MGTMENT

7/7/2022 I do NOT recommend Ashley Furniture STORE in Fredericksburg, Va. They are a scam! Consumers BEWARE! If you are MILITARY do NOT make any purchases from this location and any other locations affiliate to this location. RUN because they do NOT have any integrity! They have horrible customer service, and their furniture is GARBAGE! We have been having issue with them for last 8-months. Regarding damaged furniture that was delivered to my house. We were told it would be replaced and to date 8-MONTHS LATER it has NOT been replaced and we have NOT received any return calls to date! We have been getting blown off, we left several messages and to date still have not received a response to our emails regarding the claim that was opened and allegedly filed with Riley Davis. We were informed by Jason Morgan 8-months who is (claiming to be a manager as they all have at this number) we do not have a claim in the system from Riley Davis "she was still waiting for photos from us" which is not true. I have all the emails to prove it. In addition, we were also informed during the conversation Riley no longer works there and we will have to start the process all over with him. I requested to speak to Thomasina Mills, auditor manager over deliveries, Tasha Tritter one of the head managers in their HQR office and the daughter of one of the CEOs or ANY other another supervisor. He then said he does not know who any of these people are though they all work in the HQR office in the same location. These is unacceptable! WE are paying for the furniture and the furniture protection plan. And can NOT get any assistance from ANYONE in person, by email, and leaving a voicemail. However, they are all over you when you’re making a purchase after that nobody CARES AND know anything and are not approachable or willing to assistance to get the situation resolved. THEY HAVE YOUR MONEY AND THEIR COMMISSION ALREADY SO THEY DO NOT CARE! I contacted their HQ/CORPORATE office, since we were told this email will reach all higher up management, by phone, and sent emails, spoke the sales associate, one of the managers at the store where we made the purchase and they stated either they cannot help and were very stand offish, non-approachable or their favorite go to is you have to contact HQ/CORPORATE office as I already have countless times! With no resolve or communication! We are very frustrated because we have sent emails to their corporate office, left countless messages and this has been the worst customer service we have ever experienced. We are a military family and new to this area and will never spend another dime in Ashley furniture Stores or will we refer this franchise to anyone. The customer service is horrible, and the furniture is junk! We have been getting nothing but a run around since this purchase 8-momths ago. We have contacted the store/the sales associate (Fatima) and neither have been of any assistance to us. Blown off by them as well. Clearly it is all about the commission! NOT the customer and/or quality of customer service! We still have the damage furniture and have NOT to date been contacted from ANYONE! Very Dissatisfied Patrons!

Desired outcome: REPLACEMENT

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Ashley HomeStore Customer Reviews Overview

Ashley Homestore is a popular furniture retailer that offers a wide range of stylish and affordable furniture options for every room in your home. Our website, ashleyfurniture.com, has received numerous positive reviews from satisfied customers who have praised our high-quality products, excellent customer service, and affordable prices.

One of the most commonly mentioned positive points in Ashley Homestore reviews is the quality of our furniture. Customers have consistently praised the durability and sturdiness of our products, as well as the stylish designs that are available. Many customers have also noted that our furniture is easy to assemble and looks great in their homes.

Another positive point that is frequently mentioned in Ashley Homestore reviews is our excellent customer service. Customers have praised our friendly and knowledgeable staff, who are always willing to help with any questions or concerns. Additionally, many customers have noted that our delivery and installation services are prompt and professional.

Finally, customers have also praised the affordability of our products. Many have noted that our prices are competitive with other furniture retailers, and that the quality of our products is excellent for the price. Additionally, many customers have noted that we offer frequent sales and discounts, making it easy to find great deals on the furniture you need.

Overall, Ashley Homestore has received overwhelmingly positive reviews from satisfied customers who have praised our high-quality products, excellent customer service, and affordable prices. If you're in the market for stylish and affordable furniture, be sure to check out ashleyfurniture.com today!

Ashley HomeStore In-depth Review

Product Range:

Furniture Selection: Ashley HomeStore offers a wide variety of furniture options for every room in your home. Their living room collection includes stylish sofas, comfortable recliners, and elegant coffee tables. The bedroom selection features beautiful bed frames, cozy mattresses, and spacious dressers. In the dining room category, you'll find sturdy dining sets, sleek buffets, and chic bar stools. Additionally, Ashley HomeStore offers a range of home office furniture, including functional desks and ergonomic chairs.

Home Decor: Ashley HomeStore has an impressive range of home decor items to enhance the aesthetics of your living space. From plush rugs that add warmth and texture to your floors, to stunning lighting fixtures that create a cozy ambiance, they have it all. Their collection of wall art includes captivating paintings, eye-catching mirrors, and unique sculptures. You can also find a variety of accessories like decorative vases, stylish throw pillows, and elegant candle holders to add the perfect finishing touches to your home.

Pricing and Value:

Competitive Pricing: Ashley HomeStore offers competitive pricing for their products compared to other furniture retailers in the market. They strive to provide affordable options without compromising on quality.

Value for Money: The furniture at Ashley HomeStore is known for its high quality and durability. They use premium materials and employ skilled craftsmanship to ensure that their products stand the test of time. Considering the reasonable prices, customers can expect great value for their money when purchasing furniture from Ashley HomeStore.

Customer Service:

In-Store Assistance: The sales staff at Ashley HomeStore is known for their exceptional level of assistance. They are knowledgeable about the products, helpful in guiding customers through their options, and willing to answer any questions. Their friendly and professional approach ensures a pleasant shopping experience in-store.

Online Support: Ashley HomeStore's customer support team is highly effective and responsive when contacted through their website or other online channels. They promptly address customer inquiries, provide assistance with online orders, and ensure a smooth online shopping experience.

Delivery and Shipping:

Timeliness: Ashley HomeStore's delivery service is known for its punctuality. Customers can expect their products to be delivered within the promised timeframe, ensuring a hassle-free experience.

Packaging and Handling: Ashley HomeStore takes great care in packaging and handling furniture during the delivery process. They ensure that products are well-protected and arrive undamaged, giving customers peace of mind.

Return and Exchange Policy:

Flexibility: Ashley HomeStore offers a flexible return and exchange policy. They make it easy and convenient for customers to return or exchange products, with minimal fees or restrictions. This allows customers to shop with confidence, knowing that they have the option to make changes if needed.

Refund Process: The refund process at Ashley HomeStore is efficient and transparent. Customers can expect to receive their refunds within a reasonable timeframe, ensuring a smooth and satisfactory resolution to any issues.

Online Experience:

Website Navigation: Navigating the Ashley HomeStore website is a breeze. The website is well-organized, with intuitive product categories and a user-friendly search functionality. Finding the desired furniture or home decor item is quick and easy.

Product Information: Ashley HomeStore provides comprehensive and accurate product information on their website. Customers can access detailed descriptions, specifications, and high-quality images, allowing them to make informed decisions when purchasing furniture online.

Overall Shopping Experience:

Atmosphere: Ashley HomeStore's physical locations exude a welcoming ambiance. The stores are well-maintained, clean, and thoughtfully laid out, making it easy for customers to browse and envision furniture in their own homes.

Satisfaction: Customers generally express high levels of satisfaction with their shopping experience at Ashley HomeStore. The ease of purchase, wide product availability, and helpful staff assistance contribute to a positive overall experience.

Reputation and Trustworthiness:

Customer Reviews: Customer reviews and ratings of Ashley HomeStore are generally positive. Customers appreciate the quality of the furniture, the competitive pricing, and the excellent customer service provided by the company. However, there are occasional negative reviews, highlighting issues such as delivery delays or product defects.

Industry Recognition: Ashley HomeStore has received various awards, certifications, and industry recognition, which speaks to their reputation and trustworthiness. These accolades demonstrate their commitment to providing high-quality furniture and exceptional customer service.

Sustainability and Ethical Practices:

Environmental Responsibility: Ashley HomeStore is committed to environmental responsibility. They prioritize using eco-friendly materials in their furniture production and strive to reduce waste throughout their operations. By choosing Ashley HomeStore, customers can support a company that values sustainability.

Ethical Sourcing: Ashley HomeStore ensures ethical sourcing of materials and promotes fair treatment of workers throughout their supply chain. They prioritize working with suppliers who adhere to ethical standards, ensuring that customers can feel good about their furniture purchases.

Additional Services:

Financing Options: Ashley HomeStore offers a range of financing options to make furniture purchases more affordable. Customers can take advantage of installment plans or credit programs, allowing them to furnish their homes without breaking the bank.

Design Services: Ashley HomeStore provides quality design services to assist customers with space planning and interior design. Their knowledgeable design experts can help customers create the perfect layout and choose furniture pieces that complement their personal style and preferences.

How to file a complaint about Ashley HomeStore?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary information in the sign-up form.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint submission form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Ashley HomeStore. Make it specific and clear, such as "Defective Furniture Delivery from Ashley HomeStore" or "Poor Customer Service at Ashley HomeStore."

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Ashley HomeStore. Mention key areas such as product quality, customer service, delivery, warranty, and after-sales support. Include specifics about any transactions, such as dates, order numbers, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the issue, detail the steps you took and the responses received from Ashley HomeStore. Explain how the issue has personally affected you, whether it be inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred as a result of the issue with Ashley HomeStore. In the 'Desired Outcome' field, clearly state what resolution you are seeking, whether it be a refund, exchange, repair, or apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly communicates the issue and your desired outcome.

8. Submission process: After reviewing, click the 'Submit' button to file your complaint. Ensure that you have filled in all required fields and attached any supporting documents before submitting.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from Ashley HomeStore or from other users who have had similar experiences.

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Contact Ashley HomeStore customer service

Phone numbers

1800 477 2222 8800 505 4223 More phone numbers

Website

www.ashleyfurniture.com

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