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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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4:28 pm EST
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Ashley HomeStore home damaged by delivery

I received delivery of a sofa. When the delivery guys left, I noticed two long grooves in my hardwood -- which was just installed two weeks ago. I immediately called customer service and she was reluctant to help stating that I signed the form that all was well, adn the delivery guys said they didn't slide the sofa on the floor. What else would they say?! I let her know that their brochure states that any damage to good or my home can be reported within 3 days. After speaking with "upper management" he was on the side of the drivers. So I guess that my floors got grooves themselves.

Secondly, the furniture is sprayed when manufactured, yet, they want to charge $100 for scotch guard protection. That is just a money grab.

I had other purchases pending but will not be going through with them. DO NOT PURCHASE FROM ASHLEY FURNITURE -- POOR CUSTOMER SERVICE!

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Krzysztof Sowa
Katy, US
Jul 23, 2012 4:35 pm EDT
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Katy, Texas
I received delivery of a bed. When the delivery guys left, scratch in my hardwood . I immediately called customer service and she was reluctant to help stating that I signed the form that all was well, and the delivery guys said they didn't slide the bed on the floor. A ready waiting two weeks a speaking with management ashley in katy he promes help me, and newer help me. Cost fix the floor about 800 $.

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12:50 pm EST
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Ashley HomeStore beware and stay away

We purchased ashley furniture about a year and half ago and thefurniture is so bad that we need to purchase new. we can to ashley thinking they would be a better store than slumberland but we where wrong and we will never purchs anything from you again. i dont feel i should have to pay the full amount to have every recliner fixed and the sofa does not hold up at all the leather is already wearing out. the guy from customer service was not help and the sales people where even worse if you can believe that very unhappy.

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9:10 am EST
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Ashley HomeStore poor quality

I bought a sofa and 2 chairs in 2005. Sofa cost $1000, chairs cost $700 each. This LR set was only used when we had company in the winter months (holidays etc). When we are home, we only use the kitchen area to hang out, and in the summer we hang out outside on our deck. This past holiday season I noticed the sofa was sagging in the middle when someone sat on it. I took it upon myself to take off the dust cover, and found the frame was snapped. Not only was the frame snapped, but it was clear someone had tried to fix it. I can tell it was a repair because the screws didn't match. I called Ashley, and they refered me to the store. I realized I had purchased an extended warranty and pursued that only to be told it was expired, and refered back to the store. I intend to go to the store just for kicks, but I already know what the outcome will be. Bottom line, I was sold a broken sofa which was repaired. Any business that will sell you a broken / repaired item without disclosing what happened is not worthy of your business. Buyer beware.

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Valerie
Valerie
, US
Jun 16, 2008 7:24 am EDT

I bought a complete living room suit for my new home, couch, love seat, recliner coffee table, end tables, hall way table. Now just overt 13 months and my Recliner does not recline anymore and the beautiful decorative legs on the sofa and love seat broke. They were hollow fibreglass fakes. Now my $3000.00 couch and love seat are setting on blocks of wood. REAL CLASS WORKMANSHIP. I am original from High Point North Carolina. It used to be called the furniture capital of the world. Now the hardly make any furniture any more. I guess the new furniture capitol is some where in China. Wake up America, we are slowly being screwed by China. I would not by a dollar from them for .50 cents.

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Moody2245
, US
Feb 20, 2009 9:39 am EST

My wife and I spent $3000 at the Ashley store in Holland, OH (suburb of Toledo). We purchased a love seat, sofa, kitchen table and chairs and Sealy queen mattress set.

The only thing that came in as advertised and as purchased was the queen set, of course it is not made by Ashley.

When delivered the new table needed repairs by a technician. The repairs went fairly well. It is a butterfly expandable table which would not expand properly, but after repair it now works in an acceptable manner. Not great but we will live with it. The table is made in China (which we were not told at time of purchase) and is of a pretty rustic quality.

Originally we purchased a microfiber loveseat and sofa with two recliners in each. The foam in the seats broke down within two weeks to the point that you wondered if you would end up on the floor when you sat down.

The gap between the seats on the loveseat was measured at two and three quarters inch. You could easily look between the seats and see the floor and wall behind. The seats were sewed at such odd angles that they looked like they were put together by a boy scout with a hatchet. No amount of repair was going to solve this problem.

Plus there were other quality issues. Uneven cushions and footrests, top of the back seats were uneven to the point of over three inches. Nothing was matched or symmetrical.

We wanted a refund, but no deal, once Ashley has your money you have seen the last of it. So we decided to 'upgraded' to a leather loveseat and sofa. More money but not better quality.

I even went to the distribution centre when the new leather loveseat and sofa arrived to inspect both for my acceptance before delivery. Three items were discussed by myself and a technician and were agreed to be repaired before delivery.

These three 'issues' were not repaired.

The really big issue is the quality of foam in the seats of the loveseat and sofa. After only a month of use the foam has broken down to a point that one would think that both pieces were several years old. Again we feel like we are sinking to the floor when we sit down.

Other construction issues include particle board used in the furniture, cardboard used as the support in the armrests. This will cause the furniture to basically collapse in about a year.

The overall quality and workmanship of both pieces is poor to terrible and definitely are not of the quality represented on the showroom floor.

Due to the poor quality furniture and Ashley's refusal to refund any money (they will only give you store credit after charging you an twenty-five percent restocking fee) we will never enter an Ashley store again, we will recommend to anyone that will listen that they never consider purchasing any Ashley furniture.

In our opinion Ashley Furniture sells poor quality products, misrepresents the quality of what they sell on the showroom floor, do not inform you of the restocking fee until you try to have a problem resolved, will not refund any of your money and essentially operate a bait and switch store.

So after spending $3000 we were treated like dupes, someone to be conned, and basically told to stuff it.

I would never recommend Ashley furniture to anyone.

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RadO77
, US
Dec 01, 2009 7:42 am EST

I bought a living room set from Ashley 16 months ago and the thread around the cushions started to unravel 4 moths after purchasing. I have been in contact with the manager as well as corporate office and they are still telling me it's a defect but their looking into it. I'm still not able to return nor exchange and I payed $2, 700 in cash. Had I known your furniture was overrated I would have never walked through those doors. I'm not sure I will ever be refunded. Then I wonder if they have taken advantage of because I'm old.

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Mike Accarino
N.Y., US
Oct 31, 2012 1:10 pm EDT

I purchased a couch and love seat with 4 recliners. Addditionally 4 glass top tables. Within months the headrests and armrests of this camel colored leather furniture began to turn white. We don't have small children. Should the back of your head or the palm of your hand be removing the color from a leather couch ? Just from sitting on it ? I paid $ 2, 000 for them and $ 800 for the tables. I didnt pay $899 at cheap Charlies. We contacted them within the 1 yr. warranty period but they dragged their feet on the whole affair and eventually wore us out after months of phone calls and false promises. now we are stuck with prematurely worn furniture that we have to look at for years to come. DO YOURSELF A BIG FAVOR AND DON'T BUY FROM ASHLEY FURNITURE. LOW QUALITY AND YOU'LL BE STUCK WITH IT LIKE US AFTER THEY TAKE YOUR MONEY.

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Yorkiebrit
Indian Trail, US
Dec 18, 2012 10:35 pm EST
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Have bought lots of furniture in the past with no quality issues from Ashley. Bought a table and 6 chairs (approx cost $1350). Delivered earlier in day than expected, luckily someone was at house. Table was poorly cut, and had numerous saw marks, and various incidences of damage. Of 6 chairs, 5 were put together so poorly that I wouldn't have wanted anyone heavy to sit on them, the better one had a chip on the chair side. Called to complain, were asked 'What was our problem, and do we really expect furniture to be delivered perfect?'... They finally agreed to replace the 5 worst chairs. Had to wait two weeks for delivery (and they tried to charge us for bringing the new stuff out). New table much better, although far from perfect. Of the 5 new chairs, 3 were actually worse than the original bad 5. Of 11 chairs received so far, one was passable, three had large splits in the wood (of at least two inches) or split out wood that had been stuck back in with glue, and 9 had supports that stuck out past the legs, dowels and screws were clearly visible. The are bringing new chairs this week, but are refusing to bring more than 3, although I have 5 bad chairs. Boo to Ashley Furniture stores.

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wwanda6
Slidell, US
Jun 28, 2012 3:44 pm EDT

I purchased an Ashley furniture wooden table and chairs.
About 4-6 weeks after, the table top started having bubbles all over top. The Ashley furniture dealer exchanged it for another table at no charge. However 2 weeks since the new table was delivered 2 bubbles have appeared on table top. I have done nothing to cause this. Don't know what to do now.

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1:21 pm EST
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Ashley HomeStore beware people

I purchased a nice black leather couch set (3-2-1) last August. After it was delivered we found that the leather quality was not great (to put it nicely). After about 5-6 weeks we couldn't hold it in any longer and we contacted Ashley. They sent out a technician who pretty much found the same issues that we found. Scratched leather, poor leather quality, non fills in the back areas... After talking to them again they said they have to send a supervisor out to look at it again. Also this person wrote down all the issues that he found.

After waiting for a week, I called Ashley again just to find out that they think that it is ok to sell bad quality. They told me that they will not do anything about it. I have written the BBB as well as the Consumer Trade Agency and I have contacted my attorney. I have talked to every supervisor or Manager in Customer Service. Unfortunately, I have no other choice than to sue them. I have a witness listening in when their technician was at my house saying that the set is not what it should be.

Very disappointing that Ashley thinks they can sell bad quality and then act like this in an economy like that.

BEWARE, their warranty is not worth the paper it is printed on!

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6:52 pm EST
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Ashley HomeStore poor service lousy quality

We ordered an entire set of livingroom fruniture. One end table and the sofa table came defective according to ashleys technicians. I was promised that on the second attempt a manger would inspect the furniture. After the second attempt came with deep scratches in it I went to the store and they verified that no mager inspected the delivery. Attempt number three came and my wife noticed a bad scratch in the table. She also saw the delivery guys assembling the table outside our home, . OBVIOUSLY it had not been inspected by ashley manager as promised for a second time. Ashleys is aweful. No response from the manager (Michelle) from Ashleys in Linden. NJ who i called directly.

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12:59 pm EST
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Ashley HomeStore headboard cracked and delivered 5 times

I have a bedroom set delivered on November 17, 2009. Upon delivery, the headboard was cracked and sent back, they try have tried to deliver this headboard 5 times and still cracked and all your company wants to give me is a credit for 120.00. I am truly upset with your company and the way this situation is being handled. I have spoken to Michelle and she informed me that her hands are tied, and I truly understand that. However, I am not satisfied with this and I do not think I will be purchasing anything from your company again. I would really like a corporate manager to contact me as soon as possible. [protected].

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Ashley HomeStore floor model_out of the box sale

I went into ashley furniture store at _ 9900 south i-h35, suite c austin, tx. 78748. I was searching for a nice, but cheap piece of furniture, that would cost me my life savings. I was greeted by a sales rep. Named ryan. He took me on short and breif tour around the areas of the floor models that caught my intrest. I had spotted an (Out of the box) itemed, floor model that was priced at ($297.00) a very low, money saving deal. The sales rep. Ryan, offered me the furniture item for the sticker price amount showing above. He, (Ryan) not only conned me, with the thought of selling the duty item, quote: "as is." but, he had charged me the full price of $450.00 for an _ out of the box!, furniture item product that they was trying to get rid of, anyway!

Warrening: be very careful of being mis-lead by the (Ashley furniture store's) sales reps.
And never buy anything!, off of the floor that isn't in the box.

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12:15 am EST
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Ashley HomeStore Delivery Driver

My wife and I were driving north on 19/41 hwy. Thursday around 1:00pm in Lovejoy, Georgia when one of your trucks came along side us...we were approaching a RED light so I slowed for it before we got to it.
Your driver sped up, and before getting to the light, cut in front of me..(I was in the left lane..he in the right). IF I had not been watching and hit the brakes...you would be buying me a Toyota Camry ! The back of the truck was even with the right front wheel of my car when he started over ( I layed down on my horn, but your man NEVER gave an inch)
After this, I stayed behind the truck for several minutes, thinking he would move back to the right lane as trucks are supposed to, but he stayed in the left lane. When I moved to the right lane so I could see something besides Ashley home Stores in my field of view, your driver speeded up so I could not access the left lane, running 65 + mph in a 55 mph zone.
To say the least...I was NOT pleased with his attitude...maybe you are pushing your drivers too hard !
I don't want him to loose his job, however, someone should speak to him ! DEKALB tag# JN85L5

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Laura Zanone
,
Oct 30, 2007 12:00 am EDT

I have been in a 12 week nightmare. At the beginning of August, I purchased a dining room suite (table, 6 chairs, buffet and hutch). I was told that delivery would be 3-8 weeks. At the time, I was fine with that as Thanksgiving was almost 2 months from the worst-case scenario. At the 5 week mark, I was called and told that my furniture was now in stock and scheduled a delivery for that Saturday. I was told that I would get a call around 8 am to let me know what time the delivery would be (9-12 or 1-4). No call came. I called at 9 and was told that the crew didn't even get in until 10 and they promised to call by 11. No call came. At noon, I was told that the truck was leaving in 30 minutes. At 2:30, I was called to say that the hutch was damaged and would need to be reordered. So much for the truck leaving at 12:30. While disappointed, at least the rest of the furniture was coming. At 4, still no truck. I received a call asking for specific directions to the house (which I had already given to someone else earlier that day.)

It is a 45 minute (max) trip. At 5:20, still no truck so I called the store. They called the driver who said he was lost. They showed up at 6. Both driver and helper appeared to be under the influence of drugs or alcohol. First, they unload the chairs. Since I already knew that there was a strong possibility of damage, I was prepared to go over everything with a fine-tooth comb. The chairs were fine but there were 2 large gouges in the front of the buffet and the table top was literally cracked (not scratched, CRACKED.)

I told them to load everything back into the truck while I called the store. The woman on the phone said everything would have to be reordered but they would put a rush on it.

She begged me to keep the chairs as she was afraid that something would happen to them in the warehouse while they waited for the rest of the furniture. She told me to call in 2 weeks and get a new delivery date. I told her that it had to be faster than 8 weeks as now it was getting very close to Thanksgiving. She assured me that it would.

In 2 weeks, I called and she told me that the table looked like it would be in at the end of October but she had no answer on the buffet/hutch, please call back in 2 weeks. When I did, I was told that nothing would be in before 11/10. Now I'm really worried. I spoke to the office manager and asked if anything could be done to speed up the delivery. He emailed the warehouse in Orlando and was told that the table was ready. He requested delivery without the hutch. They were getting a truck per week at the Gainesville store and it shouldn't be a problem to have it by the following Thursday.

A week later, the story changed. No table in sight. Another girl told me the furniture is still in Mississippi. Every time I call, I get a different answer. When I pressed the office manager for a date, he told me (and I kid you, not) that he didn't want to give me a date before but he knew that I was angry so he gave me one anyway. He admitted that he was pretty sure that date couldn't be met but he knew that I would be even angrier if he didn't give me a date. He said it as though asking for a delivery date was being unreasonable.

I am completely over this. Today, another office woman attempted to get the furniture from another Ashley location that is less than 30 minutes away (wouldn't that be a kick in the head if it so close, yet sooooo far away.) She claims that she couldn't get a return phone call all afternoon, she called to tell me so around 6 tonight. I told her that I was done and that I wanted my money back. She told me that I would have to speak to the manager and he was gone for the day and tomorrow is his day off (how convenient). She then told me that all sales are final. My response is that all sales are final ONLY if they live up to their part of the agreement. She stayed on the line but refused to speak. After several minutes of asking her if she was going to respond, I hung up. I called my credit card company and filed a dispute. Tomorrow, I am calling the State's Attorney's office.

After all of my ranting, can anyone tell me if they came to any good conclusions to their dilemmas? How did you accomplish this? Was anyone ever satisfied after a dispute? Can anyone give me any further advice? I have spoken to the home office in Wisconsin. They said that they would contact the store on my behalf but that it would be a week before I might get an answer and that they couldn't MAKE them do anything.

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Robert Lenihan
,
Nov 22, 2007 12:04 pm EST

My wife purchased a hutch at the Ashley Home Store in Santa Maria, CA on 11/8/07. They insisted on getting all the money at the time of the purchase. She returned to the store a day or two later to look for a chair and found the doors locked and the store shut down. At that time she encountered other customers who had purchased furniture as long ago as August and September and had not received their orders. From what we are able to tell Ashley appears to be in the business of bilking people out of money and not delivering the merchandise.

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10:10 am EST
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Ashley HomeStore bad service

I WAS a loyal customer of Ashley Furniture so many years. In fact my entire home is fashioned by Ashley. Although I love their furniture I am less than thrilled with their employees, customer service specialist and delivery department.

Five years ago I bought a leather room package to include the leather warranty. The salesman told us the warranty included pet damage. I have 2 very large dogs (1 is over 150 lbs.) and at the time of purchase they were puppies. The salesman told us ANY damage to the furniture caused by the dogs would be covered. We specifically asked him "how about scratches and chewed through leather? " he told us "yes". So we confidently purchased the package with warranty. The total cost was over $2500.

Yes, you guessed it! As our puppies grew bigger and stronger, they damaged the couches. We called customer service to report the damage. They asked us about the type of damage and the cause. Customer service promptly told us that "type" of damage was not covered. They explained to us that all that was included in that warranty as far as pet damage is stains or marks other than fluids. So basically pet damage in the sense of the Ashley Furniture definition is NOT covered. I told the customer service agent what their salesman explained to us about the warranty. She basically told us he lied. No sincerity, no apology, no consessions.

So I went into the original Ashley store to get some answers. I found out the salesman was longer working for the company but they could sell me the cushions to the couches for $50 each.

But I found out my package was discontined.

What I ended up doing was purchasing 3 cushions from a matching package. The cushions were measured by an Ashley Floorperson.

When my cushions arrived paid in full with racked on delivery fee, we discovered the cushions were 3Xs as big as the other cushions and were of no use. We tried to return the product with the explaination that this was AshleyFurniture's mistake; the measurements were wrong.

We were told, after the fact, that these items were final sale, no returns, no exchange, no refund.

Very fustrated I returned, again to the orginal Ashley Homestore ( which is about a half hour drive from my home) to purchase a brand new package. The saleswoman was sensitive to my situation and found me the perfect pieces to compliment my existing decor. The manager even gave me 15% off my total order and free delivery. I was given a Dec. 1, 2009 delivery date. Everything was great.

The next week customer service left a message on my cell phone which stated that Dec 1 was not available for delivery. They told me I would be receiving my items Dec 2 2009.

Today is Dec 2 2009. I didn't receive a call Dec 1 to confirm my delivery time. I called customer service at 9 am, right at their call center opening to discuss my delivery. To my suprise I had no delivery date, not for today or any other day. I explained from start to finish my past experience with Ashley to the agent. She apologized but could only offer me a Dec 9, 2009 delivery date. I told her that was unacceptable and I would like delivery tomorrow Dec 3, 2009. She told me that was not possible and the only date they had was Dec 9. I accepted that date, because that was all I could do. Hopefully my furniture, paid in full with cash will arrive, on the 3rd promised date.

The date I bought the furniture was Nov 18, 2009. Due to my experience, the lies told to me just to sell a warranty, poor customer service and relations and lack of communication within the Ashley Furniture community, I will no longer step foot in an Ashley store buy anything from them. They seem to not care about repeat and long time customers. They basically treat people like they are doing us a favor by allowing us to purchase items from them. I will tell all my friends and anyone that will listen my experience with Ashley Furnitureand encourage them to shop elsewhere.

I don't understand, in this market how can anyone afford to give such bad service? It is these poor business pratices that will ultimately lead this company to lose customers. I am one of them.

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YamK34
, US
Nov 02, 2009 10:41 am EST

Delivery of furniture has changed 3 times in 2 months, we just bought a new house 2months ago and still have no furniture very unsatisfied with this company. ashley furniture of fairfield california and there delivery company.the reason we bought furniture was because husband is having surgury and he needs something that supports him. know we have no furniture.

every time we have called to find out what was going on, we got the run around or nobody called us back.they state the couch we ordered is in but the recliner is not and they will ship it to us when both are in. the only way they will ship the couch to us is if we pay another shipping fee.

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Ashley HomeStore bad finish on the marble top of the night stand on the corners

I received my night stand and didnt notice the corners on the marble finish till after the delivery and they are off color to the marble top and look glued on..I am very unhappy with it...you can actually see a line across where the dark glue or cauk finish is

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Ashley HomeStore selling used furniture

My husband and I were in the other day after seeing the commercial for their big sale. We saw what they called floor samples so we sat on one of the sofas and felt between the cushions and I pulled out what was left of a sandwich so I looked further and found all kinds of crumbs, etc, between the cushions! Yuck! We were so disgusted that we immediately left. What they were selling was used furniture that was in peoples homes and passing it off as floor samples! They probably just forgot to clean up that one.

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Fred T.
W-S, US
Jun 21, 2011 4:02 pm EDT

I am the store manager of the Winston Location and have been at the helm of Winston-Salem AFHS since it opened in Dec 2006. We DO NOT SELL USED FURNITURE in our store. Occasionally we sell off our floor samples in store to make room for new arrivals, these items have never been in a customers home. The matter in the comment above was never brought to the attention of management and we were never able to confirm the claim. If you have not visited our location I can assure you that it is and always has been the areas most beautiful and well kept showroom. Ashley Furniture of Winston-Salem, NC has a outstanding reputation for our prices, quality and service with all of our many Thousands of very satisfied customers. I would like to invite anyone that has questions regarding this post to contact me directly at the store.
Chuck H.
GM W-S AFHS [protected]

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Ashley HomeStore awful company

We bought over $2500 worth of furniture in October 2008 from Ashley Furniture and there were two perks for buying. One was a $100 prepaid visa card and the other was $500 worth of gas. I had to file a claim with the better business bureau to get the visa card. We have yet to receive one cent in gas vouchers. We have to send in $100 worth of receipts each month with the voucher and only get e-mails from this claimyourgas.com but no actual gas cards. I have called Ashley Furniture complaining about this and they just tell me it is not their concern. I believe that if a business is going to offer perks for buying their merchandise they should follow up on their promises.

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Ashley HomeStore fraud alert

Purchased and paid in full a couch and chase one week ago. Delivered the wrong item. Costumer service is the worst so is the manager who will not return my calls. They have my money and I don't have the furniture I purchased. All I want is for them to pick up the wrong furniture and send me the new one. Will never buy from them again. They are thieves. The Ashley store is located in Secaucus in Paterson Plank Rd. The manager there, Freddie will not get back to me. This is the first and last time I buy them.

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Ashley HomeStore bad experiences

I think a lot of people like to complain about little things and exaggorate. I have bought all my furniture at Ashley and love it, unfortunatly there isnt a compliments website. I chose to have my furniture picked up, which they advised me to deliver so that it would be unpacked and examined before delivery, but I decided to forgo that, and my sofa table was very slightly damaged. The service tech came out, examined it, was very nice, and they offered me a new table or a refund. It was minimal damage and I was just being picky so we took the money.
We love Ashley Furniture and would recommend it to anyone! Allison is an awesome salesperson, she really took care of us.

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Ashley HomeStore warranty

I purchased over $ 5, 000.00 worth of furniture at brandon location and was talked into purchasing the useless guardsman protection for $ 299.00 for 5 years, had a claim this year, they sent someone out to look at it, damage is irrepairable, was told they were going to issue me a check for the amount paid for the piece of furniture, company went out of business and all ashley wants to do is refund my $ 299.00 as a courtesy! A courtesy? Give me a break! Now I 'm stuck with a dinnette set that I paid $ 799.00 and can't use it, I will never buy from ashley again! Cheap built furniture and the prottection is just a scam!

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LINDA panzella
OLD BRIDGE, US
Aug 02, 2010 5:12 pm EDT

hi im having the same problem have a kitchen table that is shipped and stain marks ., they came to mt house and 7months later after calling them 1000 times no ones ever there, never answers a phone or return calsl its incredible that ashley does business with such a company, guardmaster FRANK DEVINE finally awardS me the table and 2 leather chairs. now a month later still never recieved a delivery DATE FROM ASHLEY now they call me back after i called both ashley and guardmaster and tell me now they cant give me table because i didnt use there cleaning produtcs really crazy . they have never even offered me any type of product when i purshased it they told me what to use and ive been using that .the product has nothing to do with the heat marks and scratches. so pissed buyers beware do not buy this from ashley after calling for so long i think that ashley owns this guardmaster its robbery .

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Ashley HomeStore took money

My husband and I went to ashely furniture to buy new furniture for our new home, we saw a livingroom set that we liked, we put it in layaway. And as we look in other sores we found the same set for cheap, we went back to ashely and ask for a refund and they said no, then we ask for a store credit the manager said no. Then I ask what can we do to solve this he then said the only way is for u to buy the furniture, so if we dont buy it we loose our money then he said yes, dont buy from ashely funiture the dont care about taking your hard earn money.

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Ashley HomeStore - scam and lies

Since day one we have had problems with our couch. It came in with the sewing coming undone. The first month we had springs popping off the back of one of the recliners, sewing coming undone on the couch and multiple places. Cushions getting flat and becoming bunched up. The backing or stuffing was falling out of all the backs of the seats. Our ottoman...

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Ashley HomeStore merchandise not received

I order a couch and a loveseat from Ashley Furniture in January, and told it was on back order but would be received in 6-8 weeks. When I called in March (because why would they call me?) I was told it was still on back order and wouldn't be in until mid-April.

Finally got the couches the second week in May (after 5 months!) after I called again. I was also told I would be refunded the $109 delivery fee. I am still waiting for this, even though I was told two different times I would get it.

Then, for some idiotic reason, I decided to order a coffee table and end table in May also. I should have learned my lesson the first time. I am still waiting to receive my merchandise. Now, I've been told because I financed through American General, who they no longer work with, I will have to file a complaint with AG to get my money back. I have no idea if I will ever receive my furniture.

My mom also ordered an area rug. She paid cash. She is still waiting for a simple phone call to tell her where it is!

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Ashley HomeStore worst leather sectional sofa ever!!

On Wednesday, August 12, I contacted their Phoenix, Arizona customer care center by telephone. I left a message after listening to a message that said my call would be returned in 24 hours. I left my home phone for looking up my prior purchases; but carefully explained that they needed to call my cell phone, which I then left. When I didn’t get a return call, I called again early Friday, August 14, 2009.
At 5:01 PM on Friday, August 14, 2009, a call came into my cell phone from [protected]. At the time, I was at the gym, but elected to answer it in the hopes that Ashley might be returning my call. I explained the problem I was having with the leather sofa I had purchased from you with the extended warranty. The woman explained that she couldn’t help me; it wasn’t covered under the warranty. At one point, she sat and read the warranty to me while I was trying to talk. She explained she was corporate customer service and she was the final decision. When I requested a supervisor, she said she was the final authority. Having dealt with Ashley in the past, this reaction surprised me. In the past, I would call up and they would send out a tech. She never offered to do this; just kept explaining it wasn’t covered. Finally, after some time of me continuely asking for a supervisor, she sent me to Ralena. I don’t know the spelling of this name. She gave me the same run around. The frustrating part of talking to her was that she actually lied to me! When she gave me the same run around, I asked for a supervisor, she said she and another manager were the only supervisors in this facility and the other manager had gone home. She said she was the final authority. I said she was not; that there had to be an owner or a board of directors. She did finally agree to send out a technician, but told me I had no recourse if the technician decided not to fix the problems with my sofa. She asked me multiple times what I wanted. I told her multiple times I wanted Ashley to stand behind their product and fix it.
At that point, I was so frustrated; I got in my car and drove to the store I bought my sofas from. As I reached the front of the store, this rep finally asked to put me on hold. During the time I was on hold, I asked the woman sitting at the desk in the front of the store if they had a phone number or an email address for the owner of the company. I had asked for this during the phone call of all the reps I talked to; none of them would provide it. She called a sales rep up and they told me you were the owner and gave me this email address.
During the time the store rep was giving me this information; another woman came on the line. I asked for her name; it was Insil. She identified herself as the last rep’s supervisor. I explained that the last rep had lied to me and told me she did not have a supervisor at one point and then told me she wasn’t there. Insil tried to say it was because she could have been in a meeting or elsewhere in the building. I told her this was not the case; she said her supervisor was not there. Insil continued to provide me the same run around. She was offering to send out a tech, but not deal with the problem. Finally, after a full 34 minutes of conversation on my cell phone, being lied to and jerked around, my cell phone died. When I explained my situation to store reps, they told me to contact thowner and they provided an email address. They were far more helpful than any of your phone reps. All three phone reps refused to give me your name, address, phone number, or email. I had to get this from the store.
The next day, after my phone re-charged, I checked my voice message and found one from Insil. She says to call her back and she will send out a rep or she would intercept this email and address it then. Since I have NO level of confidence in these reps, I will not deal with her again. I want to deal with the ownership of this company. Also, since the behavior of their representatives suggests to me that the owner may never see this correspondence, I have filed with the Better Business Bureau in hopes that when enough complaints are filed, they will address the problem. I am also post on online websites so they rest of you don't suffer.
Here is a definition of the problem:
The leather color is absolutely disappearing on the seat cushions. This sofa is in our game room, where only my sons sit on it to play video games and watch sporting events. The majority of the people in our home use the downstairs sofa in front of the big screen TV. This sofa was purchased from you as well, it is leather too, has seen far more wear and is in substantially better condition. I have a number of pictures.
Also, we have never been able to keep this sectional together. The portion of the sectional with the sleeper seems to sit lower. The pictures show this as well. The other night, my 6’ tall husband sat on it, and his knees came up to his chest. He thinks the structure has failed.
It is my expectation that Ashley will make this right. That used to be the kind of firm they were. We actually bought the second sofa from them, because we liked the first so well and because every time I called, you really took care of us. After one visit, I actually got a letter in the mail from the owner of Ashley apologizing for the trouble and giving me a $100 discount that I used on the second sofa. I used to recommend Ashley, I don’t anymore. We won’t be purchasing any additional furniture from you and we will certainly explain the extremely poor service we have received. It completely baffles me why in these economic times, their service reps wouldn’t treat customers right in the hopes they might be back.
Obviously, Ashley doesn’t care anymore! If I hear something positive from them, maybe I will begin to believe that Ashley does. I tried to upload photos, but they were too large.

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jackhall226
, US
Sep 20, 2009 5:18 pm EDT

Hell yea, Ashley SUCKS!

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Ashley HomeStore wooden legs of dining room chair

the wooden legs on my dining room chair (purchased Feb. 2009) seem to be rotting. there are holes appearing in the wood. it's a black finish and the holes are white. No one answers a phone in the store or at guardmaster which was purchased from Ashley. How does a company do business like that?

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LINDA panzella
OLD BRIDGE, US
Aug 02, 2010 5:18 pm EDT

hi im having the same problem have a kitchen table that is shipped and stain marks ., they came to mt house and 7months later after calling them 1000 times no ones ever there, never answers a phone or return calsl its incredible that ashley does business with such a company, guardmaster FRANK DEVINE finally awardS me the table and 2 leather chairs. now a month later still never recieved a delivery DATE FROM ASHLEY now they call me back after i called both ashley and guardmaster and tell me now they cant give me table because i didnt use there cleaning produtcs really crazy . they have never even offered me any type of product when i purshased it they told me what to use and ive been using that .the product has nothing to do with the heat marks and scratches. so pissed buyers beware do not buy this from ashley after calling for so long i think that ashley owns this guardmaster its robbery .

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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