Ashley HomeStore
reviews and complaints

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.

Ashley Homestore is a great place to shop for furniture, but my experience with one particular assistant manager named Coco Simpson at the Houston outlet location was not so great. My wife and I were looking for a couch for our new home and found one we liked. Coco told us the price was $1649.99 for the 6 pieces, but then told us the pieces just sold to other customers. She then told us she had a brand new set in the warehouse for the same price. We agreed and made our purchase, but then started getting calls from Coco about a week and a half later stating that the couch needed to be picked up or she would sell it.

We told her we were about a month away from moving into our home and did not have a storage unit, but she told us it was no big deal and the pieces could remain in the warehouse until we were ready to pick them up. However, when we went to pick up the pieces, we found out that three of them were from the showroom and had stains and piling on the cushions. We called Coco to let her know, but she never answered the phone. We texted her and got a response several minutes later stating that we were told upon purchase that these items were all clearance and that's why we got them for $1649.99, which was a complete lie.

We did not accept delivery of the couch and Coco never provided a way to make things right or any type of customer service. Ashley needs to demote Coco Simpson and retrain her or have her work in the warehouse. The gentleman who actually tried to help should be promoted instead. Overall, Ashley Homestore is a great place to shop for furniture, but be careful when dealing with Coco Simpson at the Houston outlet location.

I had a really bad experience shopping at Ashley Furniture Store and I just have to share it. My husband and I bought $4,000 worth of furniture from the Ashley Furniture showroom in Fairfield, CA in January 2019. We were told that some items were on back order and we asked that everything be held for delivery all at the same time. The salesperson said it wouldn't be a problem.

In March 2019, we got a text saying that a delivery was scheduled for the next day but they didn't give us a time. I called to ask about the time and the representative was really rude. They said that we had agreed to be available all day when we signed the purchase contract. I asked to speak to a supervisor but was told they were unavailable and would call me back. I never heard from a supervisor.

The delivery we got was a sofa and vanity table. But the delivery person put the vanity table together backward. The next day we went back to the store to talk to the salesperson but they sent us to customer service. The customer service representative ignored us so I asked to speak to a manager. We waited for over 45 minutes for the manager to come and talk to us. When they finally did, they were really rude and aggressive. We asked for a discount but were told no because our items were on sale. We were only offered a $100 gift card for our next full value purchase.

Since March 2019, we've had deliveries twice a month up until July 20, 2019. But my vanity and dining room tables are still damaged. The repair person who came out on May 17, 2019 said that both tables were not repairable and needed replacing. They also said that all 4 chairs needed to be cleaned or replaced because they were soiled.

At the final delivery in July 2019, the driver only brought 1 dining room chair instead of 4. The chair had a large black stain on it. The driver also had a replacement table for me but it was damaged and discolored. I asked the driver to take pictures of the damaged table and dirty chairs for dispatch but they said not to worry and that someone would be in touch. But I haven't heard from anyone and my issues have yet to be resolved!

In the end, we had to fix the vanity ourselves and our dining room table has yet to be replaced because it has dried spray paint stains. Our chairs are filthy and we have no kitchen table because it was destroyed and taken away by their driver in July 2019.

We are so angry! We had to cancel our 10th wedding anniversary celebration dinner because we had no dining room table. Our children have no kitchen table because it's been over a month since our table was destroyed by their driver. We haven't received a credit for the kitchen table. The store manager, Perry, and the regional manager, Gary Donovan, have made it clear that customer satisfaction and resolution are not their priority. We had Thanksgiving with no kitchen table, refund, or decent dining table. We regret not going to RC Wiley's! We are at our wits' end with this company. I filed a claim with the Better Business Bureau, reached out to the Department of Consumer Affairs, and 7 on your side. I'm even seeking legal counsel.

I am very disappointed with Ashley Homestore. I purchased a couch for $3,000 six months ago, and it broke after only a few days. Since then, my partner and I have been dealing with the worst customer service we have ever experienced. We have called, emailed, and texted at least twice a week for six months, and hardly anyone has responded. When we do get a response, we are often hung up on or told that we will be called back, but we never receive a call.

Finally, a month ago, we were able to get the replacement piece delivered. However, they would not accept the broken piece that we had for five months because it had some dog hair on it. We have two small dogs, and we have been trying to get the piece replaced for six months. If the company had replaced the piece when we called about it six months ago, there would not have been any dog hair. However, it is impossible to get every molecule of dog hair off, especially when we have to wait weeks and months to get delivery service.

The second time they finally shipped out the replacement piece, which was today, we were told yet again that it could not be replaced because of the dog hair. I asked where in the contract it says that it cannot be accepted with a minuscule amount of dog hair. I was told that it is in the delivery driver's contract, but not ours. This is not my problem. We even had a representative weeks ago say she would put a note on the driver's order form saying to take the piece even if there is dog hair because it is ridiculous. However, that did not happen. We were told today that the drivers would have to pay out of pocket if there was hair.

Now, the company is guilt-tripping us into keeping a $3,000 broken couch that we paid a $400 warranty on. I do not care about the $2 that the driver might have to pay for the 10 pieces of hair on this broken couch that we have been trying to get fixed for six months. Maybe if there was proper customer service and someone responded to our 100+ calls and emails, the couch would not have hair because it would not be sitting in our small apartment with two shedding dogs for six months.

I also know that 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 is hair on the broken piece. If that was the case, I would not have paid $400 extra for a service that was not going to be provided anyway.

This whole ordeal has made me very angry. It is taking all of my willpower to not cuss out every representative or dump the broken couch in front of Ashley Homestore and refuse to pay another cent. I should not have to pay $3,000 and $400 for a warranty when all we have had is a broken, uncomfortable piece of furniture, and not a single representative or manager will help us.

I know it is just a couch, but it was $3,000, and it has been broken practically since the day we got it. We have had to use this uncomfortable couch for half a year, and then we are told it cannot be replaced because it has some hair on it. Nobody has been willing or able to help us. We call, and we are ignored. We have been incredibly patient, and this company does not deserve it. I wish I had never stepped foot inside the store, and I will be posting this review everywhere I can because maybe then we will get some customer support on this broken $3,000 piece of crap furniture. But probably not. If there is anything I have learned from the past half-year, it is that Ashley Homestore does not care about their customers.

Homestore. I cannot stress enough how terrible my experience was with this company. From the moment I walked into the store, I was bombarded with lies and deceit from their salespeople. They promised me great discounts and protection plans, but in reality, they were just trying to catch me in their trap. The worst part was when they added 10% to my purchase because of financing, even though they had asked me to open a credit card for financing two days beforehand. This caused my credit score to drop and I had to pay all upfront, which was very stressful for me.

After payment, they set our delivery for three weeks later, even though we were promised a 3-4 day delivery by the salesperson. When the delivery finally arrived, we were shocked to see that they had brought us garbage, damaged, scratched, and even some floor samples instead of brand new items. They even broke my door, damaged my wall, and scratched my hardwood floor. To make matters worse, the delivery guys faked my wife's signature, which was signature forgery, and caused $2130 damage to my property.

After numerous calls and 10 hours of my time wasted, they scheduled us for another delivery, which was also a disaster. We had to accept all the garbage they delivered to us because we were tired of their lies and mental problems they had caused us. All in all, Ashley Homestore is a scam and their employees are professional liars and scammers. I cannot believe they are still in business with such awful customer service. Please do not make the same mistake I did and avoid this store at all costs.

I recently purchased a couch from Ashley Homestore and unfortunately, I have had a terrible experience with their product and customer service. My husband and I spent a lot of money on this couch, but within just two months of owning it, we started having issues with the cushions. We have reached out to management multiple times to try and resolve the issue, but they have not been willing to work with us. We have had a technician come to our house five different times to try and fix the problem, but it always goes back to the way it was before within just a few days. Even after receiving new cushions, the issue still persists. It seems like Ashley Homestore is okay with taking our money and not providing a satisfactory product.

I am extremely disappointed in the product we purchased and even more disappointed in the customer service we have received. Management has closed our complaint, claiming they did everything they could, but our couch is still not fixed. Some of the cushions are three inches lower than others, which is unacceptable. I never thought I would say this, but I will never give Ashley Homestore my business again. My family has also purchased from them in the past, and we even furnished our new home with some of their pieces, but this experience has left a bad taste in my mouth.

I recently called customer service and was told that someone from management would call me back by the end of the day. However, I never received a call back, so I called the next day to follow up. I was told that both managers were out, which is not unusual because they did this when dealing with my husband as well. They would say they would call back, but we wouldn't hear from them for weeks at a time. When we called to follow up, they would happen to be off. This is a complete disgrace to customer service.

After blowing up social media, I was finally able to get a hold of someone in the escalation department. They admitted that the way my claim was handled from the start was not right and that they wanted to send out their best technician for one last attempt to fix the issue. The technician came and basically reversed everything the previous technicians did and said we needed new cushions. This was what Ashley Homestore did in their first attempt to fix the issue, and it didn't work. After weeks of waiting for the fifth technician to come out, we finally received new and "better" cushions.

However, within 24 hours of receiving these cushions, the integrity of a couple of them already looked super worn. I called and spoke to someone who said this would be the last and final attempt to fix the issue, but it was all lies. They transferred me to someone else who suggested giving me a credit of 20% of what the couch was worth and letting us keep the couch. I declined because I was clearly not happy with the quality of the couch. They then suggested a store credit and allowing me to pick out another couch, with the promise of picking up and removing the old couch from my home upon delivery of the new one. This was only suggested after arguing with them. They said they would have to speak to their management team and get back to me, but it has been a week and I have not heard anything. I called to follow up and was told that no one is available from that team to talk to me.

In conclusion, Ashley Homestore is a complete joke, and their customer service is atrocious. I would not recommend this company to anyone.

I recently financed a sectional for $4200 from Ashley Homestore and was told that I could return or exchange it if needed. However, after the delivery, I immediately realized that it wouldn't fit in my living room. I called customer service on Sunday and was told to call back on Monday. When I called on Monday, the guy who I spoke to was really rude and told me to take it one thing at a time. I explained that I wanted to exchange the corner piece, armless chair, and armless couch piece for a left arm chaise and another armless loveseat. However, he didn't understand what I meant by "couch" and put me on hold to get manager approval. He then told me that I had to drive to Ashley's to show them in person what I wanted within two weeks.

When I drove an hour to Ashley's, I was told that there were no notes in the system and that I would have to see my original salesman who wasn't there that day. I wrote down exactly what I wanted to exchange for and the prices for each piece. I was about to be out an extra $550 with the exchange, but I asked to add the ottoman to close that financing gap. I called Ashley customer service in the store and was told to come back the next day. However, I was given the runaround for the next week and was finally told that the exchange would take 4-6 weeks.

Two days ago, the delivery driver brought me an ottoman and took the armless chair, but I have nothing else. I tried to call the store four times, but there was no answer. I left a message for a call back from the store, but it's been three days and I still haven't received a return call. I also asked for a copy of the receipt with the new items on it on Sept 19th, but I still don't have it. I paid $300 for the warranty, which was part of the package, and needed the receipt. I called the warranty office over 10 days ago for a pet accident on the chaise, but I still haven't received a call or email.

In all my customer service experience, I've never had a worse interaction than I've been having with Ashley Homestore. I wouldn't buy anything from them again.

My experience with Ashley Furniture Home Store(AF) was not a good one. My wife and I went to the store on 5/28/21 to buy a dining room set. We found one we liked and paid for it with my Credit Card(CC). However, we did not receive a copy of the Sales Order / Invoice with my signature, only a copy of the CC machine receipt which had my signature. This became important later on.

The delivery was done three business days later, on 6/3/21, which was acceptable. However, when the delivery guys put together the table and chairs, I noticed that there was a defect on the top of the table and the chairs were wobbly. The delivery person said they could not address that and that a technician would have to come out for repairs. I agreed to that as long as I could make the necessary annotations on the packing slip before I signed for the delivery. The delivery person took a photo of the table top with the defect, but did not want to take a picture of the second defect, indicating that the technician that would later come for the repairs would address it. He started to make a call with AF to put in a request for a technician to come out for the repairs. He indicated that the call allegedly dropped and said he was going to step out to the truck to make the call and return. However, five minutes later, my wife indicated that the driver drove off. I immediately called into AF's Customer Care center to complain.

I was informed that "I had signed for the delivery". I indicated that I did not and explained that the driver just drove off. The Sales Order Terms and Conditions indicates that the customer's "signature on the delivery receipt acknowledges that you have received and inspected all of your merchandise in good condition. The customer care agent admitted that this was highly irregular and emailed me my supposed "signature", which was not mine of course. She then asked me for the signed document I had received at the store. I indicated that I had not received a signed document, other than the CC machine receipt, which had my signature. She wanted to compare signatures, which upset me even more because it initially seemed she was doubting my assertion that the signature was not mine. But if it meant showing proof for her internal records that the signature had been forged so be it. I emailed the receipt back. She indicated she would put in a complaint on the situation and arrange for the technician. At this point, we were over the situation and I indicated I did not want a technician, I wanted the table and chairs to be picked up and my money refunded.

This started a 33-day process, 16 phone calls, sometimes waiting an hour on the phone, speaking with 18 different agents, including two calls and one additional visit to the store where I purchased the table to finally receive my refund. During the process, they indicated that they would not refund the delivery fees, which I objected to, indicating that AF would have additional issues that would cost more if I decided to pursue legal action based on the forgery of my signature. By the way, I asked during the process the name of the delivery person and of course, this ask was ignored. Because of this, they acceded to refund the total purchase price including delivery fees and taxes.

Towards the end of the saga, I was told by the Escalation Team at AF that the refund would be available to me within 7-10 business days in my bank account. I found that reasonable since I know that is the normal wait time for refunds on credit cards. However, when I called on the 11th day to inquire about the refund, they called the store and were informed that because this was an in-store purchase with a CC, I had to go back to the store with the card for the refund to be processed. Had the Escalation Team member informed me of this, I would not have lost an additional 11 days. Then when I went to the store, their credit card machine was not working, of course. I asked them to run it again, which they normally do without being asked when they are selling a product. It still did not work, so they indicated that they would have their Corporate Office make the refund, which ultimately happened. I later thought, couldn't they have done that 11 days prior?

In summary, my experience was very poor with the delivery, customer care and unnecessary pressure from my perspective to have them resolve the situation. If they would have acted quickly to resolve everything, I wouldn't be writing this, nor would I have decided to not purchase at AF in the future.

I recently made a purchase at Ashley Homestore (ashleyfurniture.com) in N Charleston and I must say, it was a complete disaster. I spent just under $10k on a variety of furniture pieces, including a Queen poster bed with headboard and footboard, a king panel bed with footboard and headboard, (2) dressers with mirrors, (3) nightstands, a counter height dining table, (4) upholstered dining barstools, an upholstered dining bench, a dining room server, a couch, love seat, oversized chair and ottoman as well as another accent cabinet we took home with us from the store.

When scheduling our delivery, I requested on 3 different calls that the dining pieces be held until it could all be delivered together. However, upon delivery on 6/30, we received the two bedroom sets, living room set and 3 barstools and the dining server. Unfortunately, on my son's bedroom set, the bed frame, dresser and nightstand all came chipped, scuffed and scratched and the foot on the bed frame was out of alignment. The mirror for his dresser was broken upon delivery and was sent back with the delivery drivers. The dining server was not only scratched and scuffed all over but was missing a chunk out of the foot and is clearly visible from the side. The delivery driver showed me a picture he took of the server in the warehouse and was told "it should be fine to deliver like that". They said the warehouse doesn't care, sent it knowing it was messed up, gave it a kiss & said good luck We weren't even supposed to get any of the dining pieces but they said they had to leave it anyway and I needed to call the customer service number they gave to me after they left.

I was also told they weren't supposed to put together our living room set, it was supposed to be just a "delivery", so they left it wrapped in the cardboard and plastic for us to unwrap and put together. While removing the pieces of plywood from the bottom of the feet, I realized the screws were all stripped and some were broken inside the feet of the chairs. It took 6 hours to unwrap and put this set together. I also spent the entire afternoon on the phone with Grace from Customer Care, who was rude and kept talking over me telling me I wasn't supposed to accept the furniture. I asked to speak to her manager but she told me she was the manager. I ended up calling the N Charleston store and speaking with Miranda, who tried to be helpful as was Abby, the sales rep that sold us the bedroom and dining sets. She said she would credit us back the $99.99 delivery fee because the living room set should have been set up for us. She also called Grace to have our furniture reordered and I did receive a voicemail from Grace on 7/1 saying that she reordered the dresser, bed, chairs and server.

This morning, on 7/6, I received a text from Bob at Ashley saying technician will be in my area on July 16th and he will send me a time window the day before for them to come do repairs because he has an order from Customer Care for the technician to 'just touch up some furniture pieces'. I called the N Charleston store and since Miranda was not working today I spoke with Abby and she called over to customer care because all she showed being ordered was the headboard, footboard and stools. When I got a return call, she assured me there was a new bedframe, dresser, nightstand, server and 3 barstools being reordered. There was also an another Dresser being reordered but that was not needed as that dresser was fine. I asked about the mirror and she said it was in the warehouse. Then I asked about the dining table, which I was told was on the truck to the warehouse 2 weeks ago that it would be here the first week of July, that now it's not expected to be here until the beginning of August.

Miranda from the store was offering a $300 total refund on $9,455.26 of furniture. None of this is acceptable; more than half the furniture showing up damaged (I haven't even mentioned the damage to the walls the movers left), being left with the task of unpacking and assembling half of it, dealing with rude customer care representatives, nothing was reordered as promised, being refunded $300 is a joke because that doesn't even cover the delivery and tips paid to the drivers. Portea in corporate promised to have this resolved with a $950 refund & $250 gift card and we were only sent $100.

When we received our replacement furniture, it was worse than the first delivery. I did not accept all the furniture because we were better off keeping the items we already had. One of the barstools had so much glue coming out of it, it looked like a kindergarten art project. I had to call and email Grace several times to get a delivery of our 4th and final barstool and when it came the driver banged the chair off the driveway and the garden fixtures on the way to our door and then dropped it in front of me. When I told I wasn't accepting it with the big gouge and scratches on it, he threw a fit and brought the chair to the truck and threw it in and got in the driver's seat. Instead of a replacement I requested a refund because we do not want to deal with this company any longer. Three different employees promised a refund of $169.65 for the stool and another $950. I had to call back multiple times to check on our refund and finally today I spoke to the store and they said we would only be getting back the $169.95 because we already got the $950 that we were promised again.

This company is run like a circus. I will never recommend it to anyone. They're liars, have cheap furniture that you could find better quality things at Target for half the price and their customer service just plain sucks. I am extremely disappointed with my experience at Ashley Homestore and I hope that others will take my experience into consideration before making a purchase from them.

My husband and I recently made a big purchase at Ashley Homestore, buying a sofa, chair and a half, coffee table, two end tables, an entire bedroom set (bed frame, dresser, chest, and two night stands) and a dining table. We spent a lot of money, but one of the reasons we chose Ashley's was because they guaranteed to have our bedroom furniture to us by Nov. 17th and the couch/chair by Dec. 3rd. Unfortunately, we are still waiting on the remaining bedroom furniture (we only have the dresser) and the couch finally arrived yesterday.

We were under the impression that they would do "assembly upon arrival" because that's what was advertised to us. However, when the couch arrived, it didn't fit through our unusual entryway. We were disappointed that the movers weren't willing to try to find a solution, and instead suggested that we buy a new couch. This is the third time someone from Ashley's has told us to buy a new couch, and it's frustrating because we spent three weeks looking for the perfect couch and we've already purchased all the other furniture to match it. We're also extremely busy and it was difficult enough to arrange furniture shipping the first time.

The other two times we were told to just "buy a new couch" was when we were calling about the late delivery. It wasn't here in time for my child's birthday (which I stressed to them how important that was) and they guaranteed the 3rd. Hearing it again made my blood boil.

We manage a storage facility, so luckily we were able to store the couch there for now. However, we're losing money on that unit until we can get the couch in. We're also having to look into someone who can come disassemble the couch and then reassemble it again... which will surely cost us hundreds of dollars. Apparently Ashley is unable to offer this... which, again, is frustrating because they'd prefer to lose money than just disassemble a piece of their own furniture!

Overall, our experience has been awful. Unless our issues are corrected, we plan on leaving a review everywhere and warning everyone until the day we die. We did our part by explaining to Ashley that the entry way was unusual and they told us they'd assemble it upon arrival. We were told the wrong dates, the furniture wasn't here for when we needed it, our bed is on the floor because we're still missing a ton of furniture that was supposed to be here a month ago, but worst of all... getting a hold of Ashley Furniture is a struggle and a half. It takes hours to connect with someone and then it is a transfer game. Transferred from one person to the next because no one can seem to help you. And when you do get a hold of someone, their solution is "buy a new couch."

We want to upgrade our bed, we need more rugs, wall art, a bar, etc... thousands more dollars that we intended on spending at Ashley's that we will no longer spend there. If they can fix these issues, then we may change our mind. Until then, we will be leaving reviews everywhere and warning everyone until the day we die. We urge everyone to go read their BBB reviews, especially if you're considering delivery. Nice furniture... but nothing else. The nice stops at the furniture because everything else is a nightmare. Take your money and run!

I had a really bad experience with Ashley Furniture/Home Store and I will never go back there again. It was a nightmare and I couldn't even find a phone number or email to share my concerns. I sent an email but got no response and when I called, I was on hold for over 45 minutes.

I bought a lot of furniture from the Brandon Florida Ashley Home Store in December 2021. I had always used this company for my purchases and my sales representative, Debra Lutes, was very helpful at first. I was happy with my purchases and service. I was patient as I waited for my items to come in for delivery and occasionally asked Debra for updates. She provided an update which made me feel as though the communication was good.

However, everything changed on 23 February. Debra told me that Ashley Home Store was looking at doing a partial delivery on 28 February of items that had arrived (everything but two dining room chairs) and I agreed that would be a great day. She also mentioned that I was on the delivery schedule for 11 March but they were trying for an earlier date. A couple of days later, I had not heard from Debra if 28 February was confirmed and therefore I sent her a text message to ask her. I got no response. I sent multiple text messages to her and not one reply. On 26 February, I called the Brandon Florida store and was told that they would NOT be doing a partial delivery and I would have to wait until all my items arrived in store on 15 March. At that point, I agreed that waiting on a full delivery after 15 March would be best. But I did question how I could be on the schedule for 11 March if all of my items wouldn't be ready until 15 March and the lady at the store just told me they couldn't do a partial delivery. She didn't have an answer. She then restated that I could not have a partial delivery and would have to wait until all items arrived. Debra Lutes STILL HAS NOT communicated with me.

On 4 March, I received an email from Ashley Home Store delivery stating they were delivering my items on 11 March (even after being told nothing would be delivered before 11 March because they couldn't do a partial delivery). Completely confused, I called the Brandon Florida store again and spoke with a representative who stated I would be receiving my delivery (all but two dining room chairs which hadn't arrived) and I was happy with that. After asking how this much confusion could occur, the response was, "We cannot do partial deliveries when it involves not having a full dining room set." Say what? I was just told I was receiving everything excluding two dining room chairs. This was completely confusing. STILL NO REPLY from Debra Lutes.

On 9 March, I still did not have a delivery window timeframe for my items so I tried calling Ashley customer service but kept getting pushed from one number to another - online purchases, in-store purchases, back to online purchases - and was then told I couldn't request a delivery window because customer service had no connection to the delivery team. HUH? So once again, I called back to the Brandon location and reached an amazing young lady named Mindy! I asked if Debra was still working there and she stated "Yes, she is still working here." But I still hadn't heard a peep from Debra. I asked Mindy to see if she could help me request a specific delivery window (needed an early morning time due to work) and she was able to email with the delivery team and the gentlemen on the delivery team confirmed that my request should not be a problem. All was well and Mindy confirmed that my requested time was good to go and I would receive all items on 11 March excluding the two dining room chairs.

On 10 March, I received a phone call that my delivery would be at a completely different time than was agreed upon. I shared with the caller that Mindy at the Brandon Store location worked with the delivery team for a different delivery time and the caller stated she could not change it and I would have to change the date. I of course, disagreed and would not be changing the date and I asked to speak to a manager. While on hold, I called Mindy at the Brandon store location and I had her and the delivery caller on two separate phones. The delivery caller mentioned she tried calling the Brandon store and that no one answered and yet Mindy mentioned no one from delivery had called in the last 10 minutes. Mindy then provided the delivery caller the name of her contact via email (who had agreed to my requested time) and when that was all confirmed the delivery caller then changed the time - the one she originally said she couldn't change. The next day I would be a delivery of everything but two dining room chairs (which at this point was now arriving 22 March).

On 11 March, the delivery arrives - but only a bedroom set and three bar stools. No desk, no table, no kitchen chairs, no kitchen bench - just a bedroom set. How in the world could this happen? I immediately called Mindy who then told me that my table, bench, two dining room chairs and desk were all on back order and hadn't arrived. And yet this whole time I was told that on 11 March I would receive all items (except the two dining room chairs) on 11 March. Disappointed cannot describe my emotions. Then as my bed was being delivered, I received an automated call that my delivery would arrive at my house in four hours and yet the delivery guys were standing in my driveway.

At this point, I have no clue when I will receive my remaining items. I personally think all of this could have been avoided if Debra Lutes did her job and communicated with me. It appears she got her commission off of a 5-figure dollar sale and once that happened she walked away. Not sure why she would tell me that 28 February was a possible date and then never, ever communicate with me again. There is a HUGE lack of communication in stores, on the phone and across the entire business. The only saving grace to my horrible experience was Mindy. I knew going into this purchase there would be a long wait time and I remained very patient but for Debra Lutes to not communicate at all shows a lack of professionalism, courtesy and proves to be truly disrespectful. Finally, the lack of communication proves that Ashely Home Store is not worthy of anyone's business - more specifically, mine. I will never buy another item from Ashley nor will my friends, family and business partners.

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.

I was provided a letter of recall on the items listed above which I purchased 9/18/ 2020. I was told to go online and register my products with the serial number and Model number. All done on 9/10/2023! Waited for a call to have the repairs because I was told the Power recliner cupholder with LED lighting can overheat, posing a fire hazard. I was told to immediately unplug the electrical cords from the products. done and never got a call. I decided to call them at [protected] to see what was taking so long. They told me to go to the local store. The local store gave me a weblink: [protected]@Ashleyalabama.com. This did nothing. I call another number [protected]; He told me to go to LOWE's and when I get in the parking lot to call him back. Guy number: [protected] Ext: 7000 Richardson. Bad Information. I need some assistance. This is not good customer service. Would not recommend them to anyone and I will not purchase there anymore. They Sucks!

Do NOT purchase any warranty for their products because they will not honor it. We have had our couch for 3 years and our dogs accidentally peed all over our couch we were assured by our salesperson that pet urine is covered as stated in the warranty terms and conditions. Guess what? Did you know that they don't cover "odor"? So apparently pet urine can't smell or they won't cover it. I spent hours on the phone and online to put a claim through with zero help with them just talking in circles with no resolutions. Completely disappointed and disgusted at this company that does NOT support families with pets, because if we knew this was not covered we would have never purchased this type of couch because you can't even take the covers off to clean it and it saturated into the frame so it is basically destroyed.

Placed order on 20 Sep 23 at local Alamogordo, NM store. Was told order would arrive at approximately 24 Oct 23 at local store. Checked with store this morning & was told delivery is now approximately 6 Nov 23. Called Customer Service & was just referred back to the local store. Tried a different Customer Service # & was told by automated system to call back at a later time. It's insane that a company takes 6 weeks to deliver the order. Even more insane that it's impossible to reach someone who can provide answers. At the present time, my mpression of this company is extremely negative.

Upon purchase was told the products would be available for pickup the following thursday.. When I got to the store I was informed that there was a mistake on the pickup date it would be available 10/10/23.

On 10/11/23 called to make sure everything was ready.. Nooooot! Now i'm informed that it might be ready by the end of the month.. This has been the worst experience i've encountered purchasing furniture. Everyone involved has passed the blame on the next person.. The fact of the matter is if I was told it would be ready in two plus months I probably wouldn't have purchased it in the first place. It would have been my choice if I wanted to wait that long.. Have been treated like o'well we got the money and it don't matter when you get the furniture! Would never ever purchase anything from this place.. You could even give me anything from ashley's!

The recliner and love seat both have a defect where it leans to one side, seems like it is structural? I have tried several times for 3 weeks to contact purple cow warranty and the number is always “busy” no one at Ashley’s wants to help! I paid $400 for a bogus warranty! I still owe money on my furniture and don’t think I want to continue to pay since no one seems to care about the poor quality of the expensive furniture I am paying for! My email is [protected]@yahoo.com